Complaints

This profile includes complaints for American Furniture Warehouse Lifestyle Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

American Furniture Warehouse Lifestyle Furniture has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Furniture Warehouse Lifestyle Furniture

  8820 American Way Englewood, CO 80112-7056

  
• 

  American Furniture Warehouse

  4711 Dillon Dr Pueblo, CO 81008

  
• 

  American Furniture Warehouse Lifestyle Furniture

  2570 American Way Grand Junction, CO 81501

  
• 

  American Furniture Warehouse

  500 Pin Oak Road Katy, TX 77494

  
• 

  American Furniture Warehouse Lifestyle Furniture

  4700 S Power Rd Gilbert, AZ 85296

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this couch 5.22.25 and then cancelled the order 6.11.25. I never received it. the credit was to go back on my debit card; however the card was lost. I was told by my bank that since this was a refund it didn't matter as it was linked to my checking account - I would get the credit in my checking account. I have contacted *** 5-6 times about this as I have not received the credit. I have gotten 5 different stories - They are writing a check - the check needs to be signed by someone and they only sign checks twice a month. then I am told the check has not been created - that it is in process. Then I am told that they don't have to wait to sign it that it will go out within a month. A month!!! When I paid them immediately for the product and due to their incompetence, they cannot simply refund my account. The Bank assured me that all businesses are able to refund a debit card that has been closed because it is linked to the checking account. They were also supposed to send me an email last week with the status - still have not received this.

  

  Business Response

  Date: 07/03/2025

  We will contact this valuable customer, and we thank her for letting us know of her concerns...our apologies. AFW

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23552295, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Rebecca Miles

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday the 18th we purchased a patio set and patio umbrella from American Furniture Warehouse. We utilize their delivery service. The umbrella and furniture was delivered on Tuesday. During the delivery the team unpacked and set up the furniture but refused to do so with the umbrella stating they did not do that (despite us being told by sales that it would all be unpacked and setup). After they left we unpacked it and began to set it up which required filling the base with 200lbs of sand and water. Once it was set up we realized that a piece (a foot plate to rotate the umbrella) was cracked in a way that was not visible with our close inspection until set up was completed. When we contacts *** about a this issue we were told we could return it (unfeasable with the base already constructed) when we told them this they refused to replace the broken part again saying we could return it or accept a $25 credit on a $500 item that was delivered damaged. (We filed the claim the day after it was delivered). We would be satisfied with a more significant credit since the item basically arrived with significant damage or a replacement of the part

  

  Business Response

  Date: 06/06/2025

  With our apologies we will be in contact with the customer with hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Officer,On May 14 after one day I have closing my new house, I purchased the furniture from the American Furniture Warehouse. The driver delivered with rude and destroyed my home. He tried to deliver broken furniture to my house, and I contacted the customer service immediately. They refused to help. After I make thousands call, they send someone redelivry and repair. But the repair trace still there. Incident Summary:1.Unprofessional Delivery Behavior:The drivers were extremely rough and unprofessional.None of the furniture was wrapped or protected in any way.They were dragging high-value furniture directly on the truck floor.Several items were already damaged before even entering the house.The driver attempted to carry the damaged furniture into my home, which I firmly stopped.During the move, they caused at least ten visible scratches, dents, and wall damages throughout the upstairs hallway I immediately called and emailed to file a complaint. The response was dismissive.I was told to prove in video that the damage was caused by their team and not pre-existing.Honestly, who records their entire home with a camera while movers are working?When I responded that the driver had admitted fault on-site and called AFW directly, they went silent.Then I received a lowball offer of $100, asking me to repair everything on my own. Completely unacceptable.?? Offensive and racist **************************************** representatives were extremely condescending, especially after noticing my non-native English.The tone became dismissive, cold, and at times borderline discriminatory.?? This is not just about money its about accountability, professionalism, and customer respect.I am requesting $5000 in compensation, which reflects:Real property damage to my brand-new home Damages to furniture, including a $2,000 TV cabinet Emotional distress, time loss, and customer mistreatment

  

  Business Response

  Date: 06/04/2025

  With our deepest apologies there was damage to the purchased merchandise and to the customer's new home at the time of delivery. We offered a delivery of new merchandise to replace any merchandise that was damaged (at no charge of course) and we also attempted to make home repairs that the customer wasn't completely happy with. We offered to do further repairs to the home including painting the entire wall where we had made touch up repairs however it seems that the customer wanted us to basically paint the entire home and to provide a hotel for the family during painting which we didn't approve. We take the customer's concerns very seriously, but we also feel the customer is being unreasonable when not working with us to make amends. Thank you, AFW

  Customer Answer

  Date: 06/04/2025

   
  
  Complaint: 23413704
  
  
  
  I am rejecting this response because:They have delivered twice with damaged furnitures to my house.Total I still have 4 damaged furnitures at my house.With their rude and disrespectful service, I deeply not want they come to my house. So I talk to customer service if they refund part of payment and I can keep the damaged furniture. My whole family have moved in with 2 little kids, the painting chemicals really smelled and gram to body especially they have so many spots need to fix. So at this point, I really don’t want any exchange or return with them come to my house. Just refund the part of damaged furniture. 
  
  
  
  Sincerely,
  
  
  
  Hua Lin

  

  Business Response

  Date: 06/17/2025

  We will contact the customer again with hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:05/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/05/2025 I went to *** in *********** at ****************************** to purchase a dining Table and chairs. I found a 6 seater Table and chairs on display that I liked. The Sales Consultant, checked his E-notepad and informed me that the table and chairs are available in their warehouse and can be delivered within 2 weeks. He also had said that there were a lot of that design chairs available. That was acceptable to me, and so I made the full payment of $962.91 for the items and delivery. Sales Order: 28N352361. When the delivery was made two weeks later, one of the chairs was broken. The delivery *** said they will get me a replacement by next week. I agreed. But as of now (from 04/05/2025 to 05/24/2025) , that sixth chair has not been delivered. I went to the store in early May to ask them what was going on, I was told that it has to be shipped from the ***** warehouse and will take a bit more time. A week later the sales consultant called me and said that the chair was on its way from *****. I waited but never got the chair. One week later he left a voice message saying that he was informed that the chair will not be delivered. He said it may get dlivered by end of July. I am very frustrated and feel cheated by ***. If they did not have 6 chairs for delivery, I would not have purchased from them, Now I have a 6 seater dining table and 5 chairs. *** is not giving me a firm date or any confidence that the chair will be delivered. I do not want a 6 seater table with 5 chairs. I would have purchased from another store. I would like your help.

  

  Business Response

  Date: 05/24/2025

  We will contact the customer with high hopes of resolution. Thank you, AFW

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23373400
  
  I am rejecting this response because:

  The response from AFW, "We will contact the customer with high hopes of resolution", does not offer any specifics.

  I would like a specifc action response from AFW as to what they plan to do to address my issue.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/05/2025

  With our apologies we will be in contact with the customer with hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Compr un colchn bien costoso y el mismo no **** un ao de uso y es muy incmodo y mi esposo sufre de columna y se negaron a cambiar dicen que no tiene garanta.

  

  Business Response

  Date: 05/21/2025

  On 2/20/2025 we received a warranty claim from the customer and at that time we keyed a service evaluation Order number #**N012695 with an email to the customer to call in and schedule the service call. We sent out a service tech to evaluate and although the mattress was found to be void of defects, we agreed however, to allow the customer to return the mattress (as long as it was returned without stains or tears which there were none at the time of the evaluation so no problem there) with a prorate in the amount of 15%. This offer is still in good standing. Thank you, AFW

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/8/25 my husband and I went into the *******, ** location to purchase an executive office set, the order contained 2 bookcases, an executive desk and a filing cabinet, When speaking with the sales associate he advised us that all pieces were on backordered and we could expect delivery in 3 weeks ( he said he was comfortable with giving us that time frame). The 3 week time frame was a little long for us since it was for a *** office but we loved the pieces so much we decided to wait; we even asked if we could just purchase the floor models since the entire set we ordered was on the floor; both book cases the desk and filing cabinet. The desk and the filing cabinet were delivered on 3/23/25, but no bookcases. I called multiple times to ask for a time frame for the bookcases and the dates kept getting pushed back each time I called. The latest date is now June. While I do understand they come from other vendors, the issue we are having is we were NEVER told that late of delivery date would be possible and the sales associate stated 3 weeks. I even asked to speak to a manager before we purchased the items and the associate refused to get us any type of manager. Now **** called AFW multiple times within the last couple of weeks and **** asked to speak to the sales manager or store manager just anyone in upper management; the customer service reps **** spoken to have all said they will leave a message for them or put something on their desk and here I am a week after my first request to speak to a manager and I have not heard anything. If we would have known that this is how our experience was going to be we would have never bought from ***. All we want is our products and we would like to just pick up the two bookcase floor models. **** asked multiple times about getting the floor models and the response is if a customer wants to come in to look at it they need to have it on display. My question is how can you sell products that you don't even have?

  

  Business Response

  Date: 04/17/2025

  Our floor models represent what we have for sale and the pricing for the merchandise that is shown on our show floors. It could be what we have in stock (hopefully) or when the merchandise is out of stock the floor models represent what we have coming in. The arrival dates may vary due to shipping delays and for that we apologize. Thank you, AFW

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23213336
  
  I am rejecting this response because: it offers no resolution for the misleading information provided by the sales associate, the complete lack of communication and being ignored by any type of manager at the ******** ** location after multiple "messages" being left per the phone customer service **** and the pure lack of customer service and nothing but excuses.  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/26/2025

  *** takes this complaint seriously and *** will address this valued customers concerns internally. Thank you, AFW

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the white 5-drawer dresser on 5/15/2022. It initially had a strong smell and we left it in the garage for two years before moving inside. After we moved it inside the house, it still has a strong smell and gave us all sorts of health problems. Different family members experienced red rash, stuffed and running nose, red swollen eyes. It seriously affected our life of quality and let alone there may be long-term health issues. It took us a while and many doctor visits to figure out the problem. After we identified the problem in 11/28/2024, we moved it to our patio, we could still smell it from outside. Even worse, as weather gets warmer, if our patio door opens and this smell could go in and symptoms start again. It may have contained too much chemicals that are toxic. I am getting a professional evaluation on this furniture and taking more action.

  

  Business Response

  Date: 04/11/2025

  We will contact the customer with hopes of resolution, thank you AFW

• Initial Complaint

  Date:03/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a loveseat on February 16, 2025 in the amount of $742.02. This included a delivery charge the sofa was delivered on March 7, 2025.When they delivered the sofa, it was missing the two large back cushions and the coordinating decorative pillows. They left three pillows that belonged to a different sofa on the same day. We called customer service and spoke with **** who advised us that she would have to order the two back cushions and the decorative pillows that match the sofa with no estimated time of arrival, we still have not received the pillows and have an unusable loveseat. Wow we will wait for the cushions and decorative pillows assuming they will arrive within the next few weeks. I am seeking a refund on the delivery charge and would like some compensation because I have an unusable loveseat. The company promises a response within 48 hours and all I received was a email saying they would credit my in-store account for $50 which me absolutely no good. It is a furniture store that sells furniture and nothing is $50 maybe a decorative pillow. I purchased this for my daughter for her first apartment and it is very disappointing. I want my delivery charges plus a discount literally sitting with a sofa in a brand new apartment and it looks ridiculous.I believe I paid $89 and the delivery was not fulfilled.I want the I want the pillows and a refund of $89 along with a discount for the loveseat that I am unable to use and looks ridiculous and my daughters brand new apartment not a very good way to do business when shes trying to furnish an entire apartment

  

  Business Response

  Date: 03/29/2025

  We will contact this valued customer with hopes of resolution. Thank you, ***

  Customer Answer

  Date: 03/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wood eating bugs/beetles in wood furniture tables

  

  Business Response

  Date: 03/28/2025

  We are in contact with the customer with high hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a very expensive living room set because I was promised that if anything went wrong or if we werent satisfied, we would be fully covered. Unfortunately, this turned out to be nothing but lies. We eagerly awaited our delivery, but when the team arrived, they informed us that one of the recliners was damaged during transit and we would have to wait 1-2 weeks for a replacement part.We did our best to be understanding, but when the replacement piece finally arrived, we noticed one of the electrical outlets didnt work. We immediately contacted customer support the next day, only to be told that we needed to file a claim and they wouldnt be able to assist us directly. After submitting the claim, we were informed it would take another week or two before anyone could come out to address the issue.When the technician finally arrived, he was over 2.5 hours late, and I spent 45 minutes on hold trying to explain that I had an appointment and was upset about having to make arrangements. They didn't offer any explanation or apology, simply stating they would need to reschedule.A few days later, I received another notice saying the technician would be out in another week or two. When he did arrive, he was there for less than 30 seconds before telling me that the console needed to be replaced because it was broken. He was also late, and didnt give me a heads-up or a time when he would be *********** make matters worse, I then received a call where I was told that my cat had left hair on the furniture, and as a result, I would be responsible for paying for the repair. The representative claimed to have pictures of the alleged damage and refused to give me her manager's information when I asked. I made it clear that I never gave anyone permission to take photos of my animal or my home, and I also pointed out that if they had addressed the issue in a timely manner, my cat wouldnt have been a problem in the first place.NEVER AGAIN - GO SOMEWHERE ELSE.

  

  Business Response

  Date: 03/22/2025

  With our apologies we will contact the customer with hopes of resolution. Thank you, ***

  Customer Answer

  Date: 03/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was informed they will replace the loveseat at no cost to me. Delivery date 03/28. Will let you know if anything is retracted, however, at this time I am satisfied with their outcome.
  
  Sincerely,
  
  ****** *********