American Furniture WarehouseReviews of afw.com

I have been trying to get a part for a purchased item since July 1st. I have been contacted to pick it up multiple times, it was never located whille onsite to date and now no one will even return my calls or email inquiries I AM FED UP AND NEED HELP!!?

This is the first review I have ever written but the customer service is so bad I had to post this. We purchased a fair amount furniture and had it delivered. Part of the order still has not shown up a month later but that is not even the complaint. The dining table is a wood looking laminate (which I knew when I bought it) and the side of the table delaminated and peeled off on the second day. I sent pictures and made a claim. Claim department said that looks like damage I did and they are not going to warrant it. We had never even sat at the table so pretty sure not on us. Most of their stuff is poor quality but some is not bad, we thought this may have been ok for a while but were really hoping for at least 2 days

67 days and counting .. still did not received the item and no concerns from AFW team to give an update. Will never in my life I will shop or suggest anyone for AFW.

Good service until you buy. The desk came with a broken drawer. purchased the warranty, and put in a claim, The Tech came up looked, and said they couldn't fix it, The tech asked me to put in another claim with more detail. put in a second claim, but never heard back. I called customer services, and they said they no longer handle the claim, so they sent me to a website. The website would not allow me to enter a claim. I will never buy from this company again. once you buy, you are on your own if you have a damaged item.

Service is good until you buy. Agent sales didn't say anything about the 15% restocking policy they have. So be aware and go the website to read the return policy, BEFORE you buy. They must advertise this in BIG letters in the store, not just the offers. So you know what to expect if you need to return or exchange. Awful customer service experience over the phone. It is fine to have this or any policy JUST let the customer know before the payment, not after when there is nothing to do. I promised myself not to buy anything from this store, not because of the product but the service.

I went to the webster store,purchased a bedroom suite and living room set, I had a very knowledgeable salesperson, ran my debit card and it was declined to my amazement, the salesperson told Mr he would put my paperwork at the desk and come back the next day and write a check it was declined also a cashier called to inform me. I called my bank they said it was no reason to decline either, so I called and told them to run the check again, she said they could not and gave me a # to UTA, I called and they said leave a message, I did that and did not receive a return call. I go in person to my bank and withdraw over $3000 to pay for my purchase and the worker at the bank showed me that my debit card nor my check had ever been submitted for payment, and offdered to call them. She informed me that she and her husband had plans on buying a whole house of furniture there, but knowing this is how the do she changed her mine. Your system is flawed, and I was embarrassed way beyond my expectations. If the salesperson had not been so patience and kind I would have walked away. I love the furniture and please do better. I'm embarrassed. EM Spencer

I recently bought a couch, loveseat, adjustable bed, mattresses, end tables l, area carpets, bookshelves and a decorative shelf. Obviously spent what I consider a decent amount of money. Out of those items the couch and decorative shelf are defective. Exchanged the couch for a new one after one week and it's just as poorly made as the original one delivered. In no way was the floor model an accurate representation of what I now own. It's uncomfortable, squeaks and you can feel the wood through the padding. We don't sit in the loveseat so I have no opinion but seeing how it's the same manufacturer I'm not optimistic. The shelf came without a pad on the bottom. When we went back to American Furniture they couldn't find a replacement part. I was given four different sizes from a bin and was told one would work. The adjustable bed frame and mattresses. We bought the twin XL option in the plush comfort level. Nice mattresses, too bad they won't stay on the bed frame. The bed frame has a massage mode. My side works better than my wife's. The remotes are generation one and are lacking to say the least. The retainers on the end of the bed are cheap and loose. So the mattresses not only move to the side but I constantly have to pull them up and push the retainers back in. We also had to exchange one of the mattresses, used is not what I paid for. The book shelves and end tables seem solid, so far. When I went to the store manager and expressed my disappointment he was hesitant to exchange the mattress even though it came with a 90 day no questions asked warranty. The couch, he wanted pictures and a technician to examine the couch. Not acceptable on products less than a week old. If you've read all of this, do not buy from American Furniture. There are too many options available. Ray Alexander Westminster Colorado

I have shopped at AFW for the last 30 years. This was the last time I will deal with the incompetence and bad attitudes of customer service. I have had 4 bad experiences before deciding to write a review. I will only tell you of the last two.... Last time I ordered furniture they delivered, and it did not fit in my kitchen, so I asked them to please return it, but was told they could not do that. However, when I called, I was told they should have returned it then, and not have to come back a second time. I later, ordered a new table, and they delivered it a week later and took back the other one, which had to sit in my kitchen until then. Customer service is very rude, and you get the run around when trying to set up an online delivery. I do not know why anybody would order through AFW. My final draw was ordering a king bed frame, instead of a king mattress, due to online confusion. I typed in King beds, not king frames, but that is what I got. Over $500 for a bed frame and no mattress. Maybe I was not aware, but I thought it included a mattress since it said "King Size Bed." not King Size Bed Frame. Perhaps, this is known to some, but not me. When I type in beds, I think I am looking at bed mattresses, not a frame! When calling to find out if this included a mattress, once I received my order confirmation, I was spoken to as though I was an idiot by Tiffany L and Nancy (who is a manager) Tiffany wanted to argue about how much money AFW brings in, and that they are multibillion dollar business. Nancy told me that I should know this... I threatened a review and then she offered to have the online team add *this does not include the mattress* Wow... shouldn't that information be there already. who the heck wants to buy a bed frame for their spare bedroom, just saying... I am done ordering from AFW for good.