American Furniture WarehouseReviews of afw.com

I placed an online order with AFW. No communicatiion to schedue delivery. Called to cancel. Person who answered the phone was unable to process even though she verified my order and contact info. Tried online and their website cannot decipher email addresses. Tried chat at 4 in the afternoon denver time and site says no one is available.

UPDATE: American Furniture Warehouse replied to my original review on YELP to appear to "care" about their customers but the email they provided was bogus!! What a scam company. Can you give a no-star review? Bought a "gliding" recliner that has not worked for more than a week since we got it. The "glider" mechanism has been replaced three times. Now it needs a fourth change and they want us to pay for parts and the labor even though this chair has not worked since purchase. As you can see from the photo attached this chair was not abused. No children, no pet damage. Not a great experience. BUYER STAY AWAY find a better place.

Saw a table on the website with the following description: 29" bar height. Frame constructed of aluminum. Bronze-brown powder coat finish. Resin wicker seat, back and arms. Seasonal item, while supplies last. And right beneath the description is this: Chiwi Bronze Brown Collection This collection is great for indoor and outdoor use. Chairs and stools frames are constructed of aluminum, with resin wicker seats, backs and arms. Glass table top also has an aluminum base. All pieces have a durable baked on powder bronze brown finish. All of this indicates there are chairs with the tabletop. So, we ordered it for pick up and when we got there, we were told NO CHAIRS, even though all employees read the description. We spoke to an arrogant manager who shook his head and basically said that the name and picture just show the table, so it is not misleading. No apology for us driving all the way there under false pretenses - nothing. We then asked - how much for the chairs -- his response was "we do not carry the chairs any longer".................. Ok, so now we wasted time ordering and driving all the way to the warehouse for nothing. He said they had some other high top tables we could look at -- and I kindly asked if they could do anything for us due to this snafu and inconvenience. Nope, not a thing. Sad that your arrogant manager could not have said something like - "I can see how this is deceptive and I am so sorry for the inconvenience........" That would have been sufficient, but he was too mighty to do that. Sad, really. I know this is petty, but want you to also know that I went to the restroom and the individual at the customer pickup window had just finished peeing and walked straight out - as I was walking past him by the sinks..... he walked right by and out of the restroom. This is the individual who greeted us and took each of our IDs and my CC and touched them. GROSS. Whatever happened to employees must wash their hands..... and the customer service at AFW has continued to decline year after year. Believe it or not, we still bought a high table set for our patio (I tried to talk wife out of it. Sales person said she would call us when the furniture arrived from Thornton. She never did. ---- Last week, I was told by Jolina Wollenhaupt at AFW customer service, that the table would be coming down from website today (Thu 5/30) - I just checked today and it is still up (6/3) WE ARE DONE WITH AFW. You should be too unless you like really cruddy customer service

Purchased over 22,000 worth of furniture. Waiting on several items to be delivered. When I went back to look at Sku number it was noted that only 1 dining room chair was on the order. Now who in the right mind would order a dining table with only one chair? Spoke with salesperson who gladly sold the 22,000 worth of furniture. He stated, "We don't give chairs for free" and that we could purchase 5 more. Explained numerous of times that there should be some shared responsibility in this "mistake". Of course, got nowhere and ended up paying for 5 more chairs so we could have a place to sit for the 6 seats that the table requires!

We purchased a living room set sofa, love seat and recliner on 2/10/24 once delivered it did not meet our satisfaction, though we gave it a chance it just didn't fit our needs so we returned to the store on 3/10/24 to do an exchange, we chose a sectional costing us an additional 1044.00 + taxes and delivery. We paid 25% restocking fee on the original purchase. We were told our sectional would be delivered in a week, 6 weeks go by I am calling every week and texting with our salesman each week it's a new delay and a new excuse. I was told on April 19th 2 pieces were delayed until late June, enough is enough so we went to the store to talk to them, The "acting" manager Chris told us there are only 3 certainties in life death, taxes and you won't get a discount at American Furniture Warehouse, he laughed thinking he was so clever when in reality he was extremely rude and condesending. I have never witnessed such awful customer service! We finally had to cancel the pieces that we wanted and choose alternates in order to achieve delivery and be done with this company which is very disappointing. In doing this it cost us an additional 238.00 and additional delivery fees, we asked Chris to split this cost with us as we had been misled and he was so rude and called me a liar stating noone that works for him told me June even though they did just the day before meanwhile one of the items was sitting in Glendale the entire time. They misled us and did nothing but take more money from us. I feel we are owed some sort of compensation and I feel someone in upper management needs to know how Chris is representing this company, when I asked for his supervisor, he told me there is no one higher than him, ONly to find out he's an "acting mgr" he doesn't deserve the position and he needs to be taught how to treat customers. They had our money long enough and couldn't deliver the product we were promised forcing us to change our order to be done with their awful service. NOT GOOD I am filing complaints against this company and leaving bad reviews. This is unacceptable service and behavior from these employees.

Purchased 2 power reclining loveseats. The seat on one side of the loveseat started breaking and caving in within 14 months. Called AFW in League City, they would not help since it was just over 1 year. The other loveseat did the same thing within a few more months. We took the bottom black material off of the loveseat and could not believe the lack of quality of the framing and total lack of support that was built into this furniture. It is really a shame. This furniture might hold up if the persons sitting on them weighed no more than 100 lbs.

We purchased a brown recliner at American Furniture Warehouse in Gilbert AZ. The chair we purchased sat along side a grey recliner on the showroom floor. We had the 'brown' chair purchase delivered. After delivery on March 15th (purchased on March 11, 2024) we realized that the chair was grey not brown. We went to the Gilbert store to discuss and to have the chair exchanged. After discussion on the lightings impact on the color at our home versus store lighting, we were told it was brown and only looked grey due to our home lighting, which was natural light next to a window, with natural lighting more accurately depicting a true color. After being told we were wrong and the chair was brown and not grey as it obviously was, we elected to have the chair returned, which was picked up by AFW in March 17th. On March 27th I called about the refund which had not yet been issued. On the 28th I checked and saw a refund which was $242.06 short of the full amount. Upon calling AFW again on the 28th was informed the chair was returned due to a color dispute, and thus AFW charged 15% restocking fee, plus two delivery charges (one for initial delivery and second for AFW picking up the chair for return). This issue is not a lighting issue, it is a color issue with the chair, and a customer service issue now. This company is cheap (prices and service) which is likely why they prefer to rip off customers instead of trying to keep them as customers. WE WILL NEVER ENTER AN AMERICAN FURNITURE WAREHOSE AGAIN, AND RECOMMEND THAT ANYONE WHO DOES UNDERSTAND IF YOU HAVE A PROBLEM WITH PRODUCT COLOR OR OTHERWISE YOU WILL NOT BE BELIEVED AND YOU WILL BE PUNISHED BY THIS CORPORATE SCUM.

WORST EXPERIENCE EVER! I ordered an Ashley Sofa from them by the end of July. It was a special order, and they told me it should arrive within a month. This way is a lie. I called by mid-August to ask for updates; they had nothing and told me to wait till the end of the month and that it might be delivered by the first week of September. I called on September 1st, and they are still waiting for updates. I visit the store myself and ask politely to have them take a look at the order and do something about it. They told me they would call me a few days after checking what was happening. I got a call the week after telling me they received the sofa and were willing to deliver it the next day. I asked them if they could provide it the following weekend, and they said they would. I have the delivery scheduled today (Saturday). I received a call 40 minutes before the scheduled time, letting me know they should arrive between 9 and 10 a.m. I waited, and no one arrived by 10 a.m. I called the number that called this morning only to be told that my delivery was canceled because they found out that the sofa was damaged in transit to their warehouse. That same warehouse where they allegedly received it last week. It has been a week, and they did not inspect the item, or at least that's what they want me to believe. Now, I am asked to wait 4 to 8 weeks again for them to ask the manufacturer to make a new one; there is nothing they can do about it. They need help to expedite the process. Add to that the customer service behavior. First, they don't notify me about the cancelation, have me wake up early on weekends, and only tell me when I call. They act like this was not their fault and that this is on the manufacturer. YOU HAD IT FOR ONE WEEK IN THE WAREHOUSE, AND NO ONE BOTHERED TO MAKE SURE THE ITEM WAS IN GOOD SHAPE?! I politely and calmly asked to be transferred to a manager, and they hung up the call.