American Furniture WarehouseReviews of afw.com

My Wife and I went into the Marana location on Saturday, June 27th, and ordered two mattresses for delivery. One mattress was in the Marana warehouse, the other would be coming from the Gilbert AZ location. We took the delivery date of Monday, June 29th, with the promise both would delivere on the 29th. On the 29th, only one mattress was delivered. I sent an email through the contact us page on AFW website and called the Customer Service Line to get what happened figured out. I received a canned system response that emails would be answered in 48 hours, which has yet to happen. Here is where the absolute nonsense started. I called at 10:10 AM, I was told hold time would be 11:00 minutes, at 10:00 minutes, the call disconnects. I called back at 10:22 AM, held for 12 minutes and spoke with AFW Customer Service Rep I was told that the second mattress that was ordered had been damaged in transit, had a cut on it, and they tried calling me but dialed the wrong number and that they had documented it. I told the agent no such thing ever happened, that it didn’t make sense that they would knowingly call the wrong number, document it, but have all of my contact information still on the bill of sale where they had called and text me about delivery? I asked to speak to a manager, I was informed that supervisors do not take calls (also a lie), I get transferred back to the queue without speaking to a manager.. I drove back to the store, which is only 5 minutes from where we live, where I provided all this information to someone at the counter (I do not remember the name of the salesperson who assisted). I told her if she could walk me back to the warehouse and show me this cut mattress, I would go home and wait an additional two days. She researched what happened, and as suspected, the mattress never shipped from the Gilbert location. I would have rated this event a one, but the person who helped at the store on Monday, had to defuse me and the situation and was honest about what happened. AFW Contact Center Management Team Pull the call! Is this type of behavior condoned? Flat out lying to customers when your associates missed something just to get the customer off the phone? This type of behavior is completely unacceptable. The person I spoke with, if they worked at my place of business would be out a job, there is no room for this behavior in business. My wife and I were looking at a $4500 dollar bedroom set, which we had not yet made a final decision on. This experience has me rethinking on where I purchase this set.

We received our first order with damaged item that we returned. The second delivery of the same item was the same the item was damaged we returned it and we went to the warehouse to pick it ourselves. As we reached home the packet the leg of the cabinet was missing so we glued it to avoid returning to the shop as they mentioned we only had 1 more return chance.

I purchased a sectional with power an charging plugs. When they delivered an assembled it the plug feature was broken they warranty people sent replacement parts but they want me to pay for the repair person to come out. Also I've been waiting for 5 was for the end table to be delivered.

We bought love seat and couch power recliners. Paid almost 2,000 and less than 1 month past the “warranty” period of 1 year and 2 of 4 recliners stopped working. Thought it was too good to be true on the pricing and their warranty department is no help.

We bought sectional 3/27/24 and broke 4/23/24. I called was told someone would come out to look. Then called back no one came for 2 weeks. They said busy. called back 2 weeks said I need to email pictures with receipt did that no one came. then called back we are in may, said email not found send again. did that. Then callback 1 week later said employees no longer there and send to a service.co. I did then i get an email from service.co telling us we are not approved for repair since we have to call within 30 days of incident. AM I CRAZY?? What a scam!! They give no 30 day return even. Never again!!

We purchased several items at the Englewood store on March 24th, and paid in full via credit card. One item in our order was to be transferred from another store, around April 5th. We called the store on at least 3 occasions in April requesting a status on our backordered item, and was informed each time that our item was on the way. We then visited the store and spoke with Emily on May 6th. Emily informed us that our backordered item was there at the store and she scheduled our delivery for May 11th. She then discovered a $56 charge that suddenly showed up, but was unable to determine the cause. We received confirmation via email and text on May 8th that our item would be delivered on May 11th. We called Emily on May 11th for our delivery window and was informed that our delivery had been canceled due to that random $56 charge that she had discovered was for taxes that were miscalculated due to a store system error. Essentially our backordered item was being held hostage due to an error made by the store! If our order had been delivered as complete in April, this systems error would've been found after the fact and written off. It's very disappointing that this company is willing to lose a long time loyal customer over a $56 company error! Doesn't make business sense!

I just wanted to add a final updated review from a previous one I filed a few days ago. The pole of my umbrella that I was told by your management that by looking at pictures we sent per your request couldn't be repaired when we originally were told that a service call was scheduled and instead of a service call we got a phone call instead. In finishing this up umbrella that we were told couldn't be fixed we had it repaired by a friend of ours by replacing the bottom half of the pole. I wasn't going to pay another 90 dollars for another pole when I just spent 3500 on the first of this year. I'm sure giving me a replacement pole for no charge wasn't going to break the store and you could have been more courteous about my complaint.