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Horrible. Unprofessional. Over promised, undelivered.. literally.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DENVER, CALIFORNIA -- I wish I could rate this company a ZERO right now. I thought I had found the perfect set for our bedroom. I called and spoke to Wanda who was very friendly and told me our furniture would be delivered the next weekend (how exciting!). Of course, if it sounds too good to be true than it is, and it was. After telling me this I purchased the furniture, and the day after I do so she tells me oops we can't get the shipment in until next weekend.. ok no problem. Well..6 weeks later... and many unsuccessful weeks of expecting the furniture.. it's now ready to be delivered. Ok great.. except we're out of town that weekend, which is fine- I pay someone to sit at our house and wait for the delivery. Well an hour after our delivery was to be expected the driver calls me to tell me his truck load is too heavy to drive up our street legally and he can't do it.. ok.. well I only ordered a dresser and 2 nightstands so how is this my problem?? So now, paid furniture, paid house sitter to receive the furniture, 5 weeks more delivery time than expected and my furniture can not be delivered up the street??!!! And they have the nerve to ask me if I have a truck to drive down the street to meet them and pick it up?!! Ok maybe I could have arranged that given I had a heads up, but I am out of town and do not own a truck, and let alone who would expect such a request??? I'm so disturbed, disappointed and worse- at square one to try and find the right furniture set for my bedroom. I just can't even put into words how dissatisfied I am in this over promising, unreliable and unprofessional company

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Horrendous experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DENVER, COLORADO -- Bad quality. Table and sofa are broken within 8 months of purchase. Sofa gets a tear in the arm. And the laminate on the table just starts peeling off.

I call customer service, they offer to "fix it" - I argue that I do not want it fixed as it's clearly poor quality and I would like to return it and have two replacement items delivered.

Zero percent willing to replace their clearly horrendous furniture with different models, with me paying the difference if there is one.

Customer service is rude and unaccommodating.

Their delivery people are some of the rudest and least accommodating people I have come across. Will pretend your furniture won't fit in a door so that they don't have to deliver it. Seriously lazy. Even when you measure the sofa and the door way and prove to them that it will. They will insist it gets returned to the shop, where you will pay a 5% restocking fee and then have to go through the trouble of picking something else out... that by the way the future delivery people will also refuse to deliver.

Just the worst quality. The worst customer service. And the worst delivery. I can't say anything nice about this company - they are just out to get you and while their product is competitive from a price standpoint, there is clearly a reason why. Do NOT shop here.

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Bad Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GILBERT, ARIZONA -- I work in customer service so I have never used this 'method' before, but I am so disappointed in the service!!! I was dealing with a claims issue and was dealing with an extremely rude person who told me she was the only person working in the department so I could not speak to anyone else.

When it was all over I wrote a letter to customer service and it turned out the joke was on me; She was the only one in the claims department and one of the customer service managers (not a very good one at that). I asked if there was someone else I could speak to given the situation and she said "our correspondence has been shared, if one of them chooses to contact you they will..." That was on the 2nd on Sept, so I guess they chose not to. I am baffled by the service.

What company would have the person that is involved in the complaint respond to it and then have no one follow up? Is she really the only one in the company? I think there needs to be some more checks and balances. I will not only take my business elsewhere, but I will share my experience with anyone willing to listen. My car was damaged in August while buying furniture and I am still dealing issues that came during the process. Do not shop here and if you do, do not expect to get good service.

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Delivery Scam Warning and Terrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WESTMINSTER, COLORADO -- Tried to buy furniture in a seeming simple fashion. They couldn't comment to a general delivery timeframe on the scheduled day. Said they would call me the day before and tell me when and if I didn't accept that time, I would pay a second delivery fee.

Here's the scam: you the buyer have to change the delivery 48 hours in advance but they don't even give you a time until the day before delivery. Manager was an incompetent guy I won't name who wouldn't simply resolve this so I took my money elsewhere. You would be wise to do so too. Logistics are far simpler to manage than they try to claim, and customer service should be more important to them. Delivery scheduling seems like a money scam.

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3 Faulty LG Washing Machines
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APPLETON, WISCONSIN -- The other new machine arrived on May 12th and guess what more problems. Is it just with this model # that there are problems or is it mistreatment of the products after the arrive at other facilities. The Door seal on this one is leaking. I am beginning to think that the only way to solve this problem is to go with a different Machine all together.

No one is willing to help work this out and I am refusing to pay for a product that is not working right hence my credit rating is deteriorating. When my husband first spoke to LG they promised a refund of the purchase price of the machine in which we did not get either. Therefore a very unhappy customer is all that you are left with. And I will never purchase another LG product in my lifetime.

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The Worst Customer Service Ever!!!!! Don't Go There!!
By -

THORNTON, COLORADO -- I went to American Furniture Warehouse on Dec. 2, 2007. Bought some living room furniture and chose delivery. Delivery was going to be on Sunday Dec. 9. The night before I call to cancel the delivery because we had measured the room and was not going to fit. The lady that answered which name is Darby in Thornton was the worst customer service rep I've ever dealt with. She stated that she could not cancel the order cause the truck was already loaded and that somebody had to be at home to take the furniture.

I asked if there was anything else she could do and she responded by saying no. I said "is this the kind of customer service you guys have" and she said yes. I then told her that I would not accept the furniture when it came to my house and she said "well if you don't we will cancel the order and you won't be able to shop with us never again" (and she is a Manager).

Then I called Kirstin and told her what had just happened and she advise me to either refuse the furniture and to come the next day and choose something different and they would deliver it to me and would only have to pay the cost of $25 dollars for the delivery cancellation fee. Or accept the furniture and I would bring it back and choose something different and they would deliver it to me and also just have a cancellation fee of $25. I chose option 1.

Now I went to the store to talk to the lady (Kristin) that sold me the furniture and she said that they are going to take away $80 for the delivery fee from my credit. And she said that I could have accepted the furniture and then if I did not like it or had a problem with it that I could have called them and I would pick out new furniture and they would pick up the old ones and deliver the new ones with no cost for delivery. Well how come nobody ever told me about this. Now I'm out of $80 and not happy with their customer service.

This is the worst customer service experience ever. Please help me resolve this matter. I called again today (12/11/2007) to try to have this issue resolve. I called the Thornton customer service and a Charissa answers and tells me that there is nothing that they can do either cause I refuse the furniture which by the way they never actually came to my house. They called from the house of the previous delivery and I said that I would refuse the furniture so never came to my house.

Well I asked Charissa If I could speak with a manager and she stated that she was the manager and it was not up for discussion or debate. Which I also think it's very weird that every time to talk to a service rep in Thornton they are all managers. You should try calling them yourself and test them out. I have been a loyal customer for more than 8 yrs and had never had an issue and have had such HORRIBLE customer service from no one like this. I will call Tom Martino about the kind of customer service you guys have.

Resolution Update 02/02/2010:

American Furniture Warehouse contacted me 2 yrs later but hey better something late than never. They made it right and its all that counts! Thank You American!

Company Response 09/23/2009:

In reading your complaint, I would like to apologize for what you have discribed as your "purchase experience". May I ask you to please contact me in hopes of resolution? Rob Naish 303-727-3103 my phone line direct or please feel free to email me at rnaish@afwonline.com

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STAY AWAY FROM AFW LIKE THE PLAGUE!!!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AMERICAN FURNITURE WAREHOUSE, COLORADO -- WORST furniture and shopping experience imaginable!!!! Jake Baby should be ridden out of Denver on a rail and shipped back to the Orient along with his crummy furniture! Other than that, I was thoroughly satisfied by how I got SCREWED!

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Defective Sectional
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

THRONTON, COLORADO -- So after dealing with American Furniture having many issues also being muzzled from speaking to get this..."any one" by customer service employee "computer log reads don't speak with me". Why? They don't want to deal with a warranty on our merchandise, by mail, phone, or in person... So, we've sent a ten-paged Letter. Yes it was signed for but haven't heard a word so to court we go. Remember...stand up when you've spent your money. We're no slaves. We made American Furniture a chain... Remember the one location? Well, how some forget. Co/shocked! Some way to show thanks.

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Worst Customer Service!
By -

COLORADO SPRINGS, COLORADO -- We did a lot of furniture shopping with the help of our designer at American Furniture Warehouse in Colorado Springs during Nov 2007 - Jan 2008. When we first contacted them, we were told we would get a 10% designer discount. When we placed the order for about $10000, it was changed to 5% and then 3%. Many items were on backorder and delivered weeks later but we did not complain thinking it must be an aberration due to holidays.

We placed another order for $2500 and were given even worse customer service. Called us at 3:00 PM to inform some of the furniture will be delivered next morning. When we asked for a different time due to conflict with a doctor appointment, the response was - "either be there or we will charge you 200$ additional or you can cancel the order for a 25$ fee"! In other words, we don't care if we inconvenience you and we don't care if we are late for weeks. Jump when we tell you to or get lost!

We canceled the order as per the rude and abrupt suggestion of their customer service rep. And to add insult to injury, they charged us a 25$ cancellation penalty. We attributed it to punishment for having shopped at this place! If this is their idea of customer service and customer retention, we will take our business elsewhere.

The funny thing is, they lost an order for over $2500 and opportunity for another $20000 for office furniture we are planning to buy for my company. And everyone in my company has heard the story so they will think twice before giving these guys any business. What a shame that companies like this have lost sight of any measure of ethical or professional behavior.

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Ashley Paints Leather Furniture
By -

COLORADO SPRINGS, COLORADO -- I purchased a couch and loveseat from American Furniture in Colorado Springs. The brand is Ashley. The headrest is peeling - American Furniture said it was painted and Ashley furniture said they don't paint leather furniture. I have a loveseat with a 10 inch area that is peeling. Don't buy American Furniture or Ashleys that don't back their product.

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American Furniture Warehouse Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 6 ratings and
10 reviews & complaints.
Contact Information:
American Furniture Warehouse
8820 American Way
Englewood, CO 80112
1-800-992-7997 (ph)
www.afwonline.com
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