Business Profile

Furniture Stores

American Furniture Warehouse Lifestyle Furniture

Headquarters

Complaints

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

Customer Complaints Summary

229 total complaints in the last 3 years.
58 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/18/2023
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.
We recently ordered a tv stand/fireplace from American Furniture Warehouse for $847.73 delivered to our house. When it was delivered, I noticed that the doors on the cabinet were severely warped, to the likes of which I have never seen. How that passed anyone's inspection is beyond me. So I had to take another day away from my business, losing $300 for that day, so they could exchange for a new one. Well, they brought a "new one", and I noticed one of the legs was cracked, split right up the ******************. Had any weight been put on that stand, it would have broke completely, becoming a serious hazard to anyone around it. Now, they are going to exchange another one, causing me to lose ANOTHER $300 in business. I am not optimistic that the one they will bring will be undamaged or acceptable at this point. I have called twice, with the hopes that the matter could be resolved. It's not just a case of refunding our money at this point. I need either a unit in acceptable shape, along with a SIGNIFICANT discount for all the nonsense and money I have lost, or the company is going to have to completely cover my losses. I have made several attempts to fix this matter, and have pretty much told I am up "you know what's" creek. I was even told "customer service managers don't talk to customers". This has been BY FAR the most ridiculous and unacceptable experiences I have ever had buying anything. If the company will not fix this with me, I will use whatever legal means are at my disposal to recover my losses, as well as do whatever I can to warn other consumers not to buy anything from this company.
Business Response
Date: 11/21/2023
With our apologies we will be in contact with the customer with hopes of resolution. Thank you, AFW
Customer Answer
Date: 11/21/2023

Complaint: 20889749

I am rejecting this response because: UPDATE: They actually came out yesterday (for the third time) to bring a replacement. This one was worse than the other two!!! At this point, I am now down $600 from missing two days from my business, having these guys re-deliver the piece. I can no longer take any more days off to deal with this problem. I spoke to another rep yesterday, and requested that they get two new doors from the actual manufacturer, and I will put them on myself, hoping that they will fit properly. My experience in cabinet building and repair, says that sometimes new doors on cabinets will line up properly, other times they don't. Regardless, the middle shelf in the unit is severely warped as well, and due to the construction of the unit, that is not fixable. Even if we get new doors that fit properly, the only solution at this point, is a SIGNIFICANT reduction in the price. I cannot afford to lose another day, so that they can return to pick up the product, and simply refund my money, nor would I accept that anyway, due to my losses because of this mess.

Sincerely,

*************************
Customer Answer
Date: 11/21/2023
They did, in fact, call today and left a message. The message instructed us to call their customer service number. This is the same number I have called several times, and was not really able to get anything accomplished, other than the last rep looking to see if they can send the doors. These reps are not able to discuss the type of resolution that is going to be acceptable to us. We will need to speak to upper management, as the amount of money off in question is fairly significant. I feel the unit is only worth a certain amount of money at this point, and the amount of labor I will need to do IF the doors actually fit, IF we are able to obtain them, along with the amount of money I have actually lost due to having to take off of work to be able to be here for the two times they were to exchange the unit, will be considered in the final amount.
Customer Answer
Date: 12/01/2023
Yes. I would like a SIGNIFICANT discount on the piece of furniture in question, along with the below stated problems repaired at the company's expense. Both of the doors are SEVERELY warped, almost resembling a banana. The center shelf is warped as well. I would like these things repaired by installing new doors and shelf at my place of residence. Due to the myriad problems I have had in this experience, I expect a SIGNIFICANT discount on the item as well. Frankly, it would be best if I could speak to the company's legal representation/attorney, so we can get some things in writing, and verification that the matter will be resolved. I have pictures of the doors and shelving if the BBB needs to see the extant of the warping of the furniture.
Business Response
Date: 12/06/2023
We deliver to this customer's area 7 days a week so hopefully a customer would schedule their delivery for a day they don't work. We ordered new doors that we will install at no charge of course Along with refunding the delivery fee in addition to giving a discount with our apologies. Thank you, AFW
Customer Answer
Date: 12/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I will TENTATIVELY accept this response, IF the discounts are to my satisfaction. They may email me at ************************** to discuss a the time of delivery and installation, and said discounts.

Sincerely,

*************************
Customer Answer
Date: 12/29/2023
The company has NOT followed through with ANY resolution. We would like to RE-OPEN this complaint.
Business Response
Date: 01/10/2024
We will be in contact with the customer as we have been unable to find her account with the information given. Thank you. AFW
Customer Answer
Date: 01/10/2024

Complaint: 20889749

I am rejecting this response because:

Sincerely, This is ridiculous. They know exactly who I am. The order number was 33J597294....the same order number in the original BBB complaint that AFW agreed to resolve. It's for the same issue that has been going on for three months.

*************************
Business Response
Date: 01/10/2024
Hello *****, we called both numbers we have on file but had to leave a message. Please check your messages and let us know how you would like to proceed. Thank you, AFW
Customer Answer
Date: 01/10/2024

Complaint: 20889749

I am rejecting this response because: I did receive a voicemail earlier today, and ******* explained what AFW was willing to do to fix this issue. Unfortunately this is not even remotely close to acceptable at this point. We have lost too much money having to take days off to fix this problem. The company wants us to take yet another day off of work so they can pick the unit up for a refund, as well as a $50 store credit. This is not acceptable, as we lose $300 every time we have to take a day off, and are already at a $600 loss. Also, we consider a $50 store credit a blatant "slap in the face". Honestly, at this point, we would accept no less than a $600 rebate on the unit credited back into our account. At this point, it is clear that us and American Furniture Warehouse are not going to be able to resolve this matter outside of a courtroom. Please inform them that there is no need to reply to this complaint any further through the BBB, and that we will be obtaining legal counsel to take this matter into litigation. Thank you for your assistance.

Sincerely,

*************************
Business Response
Date: 01/12/2024
We deliver to this area 7 days a week so we don't understand why you would need to take a day off from work unless you work 7 days a week. Is that the case? AFW
Customer Answer
Date: 01/12/2024

Complaint: 20889749

I am rejecting this response because: Both of us work seven days a week. Regardless, your terms were not acceptable. Even if we could afford to take the time off, we don't have anywhere else to put the 80" TV and other things in the unit. Also, as I previously stated, the $50 store credit is a ridiculous offer considering all the money we have lost, along with time and frustration. I explained our terms in the previous answer; if those terms are acceptable to AFW, then please advise. If not, then this matter will have to go to court.

Sincerely,

*************************
Business Response
Date: 01/17/2024
We are more than happy to give this consumer that does not like there merchandise a full refund with the return of the merchandise. AFW
Customer Answer
Date: 01/17/2024

Complaint: 20889749

I am rejecting this response because: As stated on the previous response, we do not consider that an option, which has been explained previously. There is no need to go back and forth, we will be referring this matter to an attorney, and also will be taking any other civil/legal actions available to us.

Sincerely,

*************************
Customer Answer
Date: 12/29/2024
We had accepted the resolution offered by American Furniture Warehouse in this matter, with the expectation that the company would follow through with the resolution. To date, that has not happened, as the company has not contacted us to fix the furniture in the complaint, nor offer us any discount that was discussed in the complaint, and has now ghosted us and will not answer emails. I would like to re-open this complaint. Thank you.

-**********, V *******
Initial Complaint
Date:11/14/2023
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.
My couch broke and the warranty was approved but it has been 7 months and broken parts still have not been replaced.
Business Response
Date: 11/15/2023
We will contact the customer with hopes of resolution. Thank you, AFW
Customer Answer
Date: 11/22/2023
I am waiting for the couch to be picked up on Friday 11/24 and see if they repair it.
Initial Complaint
Date:11/13/2023
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.
The narrative I composed is much longer than your **** character limit shall allow. I have attached my complaint via PDF below. Please find the narrative entitled 'AFW BBB' to learn of my complaint, thank you. - ***************************
Business Response
Date: 11/15/2023
As we have repletely stated to Mr. ******, we would address his concerns with our AFW employee internally. Our apologies in upsetting this customer by delivering damaged/defective goods and then offering to return said merchandise at the time ( of delivery and after that was thought upon as being threatening in some way. Thank you AFW.
Customer Answer
Date: 11/15/2023

Complaint: 20861411

I am rejecting this response because:

Firstly, the animus/sarcasm that can be found within this response is apparent: "Our apologies in upsetting this customer by delivering damaged/defective goods and then offering to return said merchandise at the time ( of delivery and after that was thought upon as being threatening in some way."

Of course, my issue does not rest in the fact that this company offered to return damaged goods; however, I do take issue with being delivered damaged furniture incessantly, having **** threaten to take an item I paid for in cash and berate me within the confines of my home; furthermore, I take issue with *****, CSM, stating she was not going to "Go over this again with me.", when I referenced the threat of theft of an item in which I paid for.

To formulate a sarcastic response such as this in a public forum in the midst of a mediatory process speaks volumes; it serves to solidify/validate my claims of egregious misconduct.

I implore the BBB to read my complaint in its entirety in conjuction with this most offensive/sarcastic response to validate my claims.

In closing, it was conveyed to me that I would recieve no response to the email I composed that detailed ****'s demeaning/aggressive misconduct, nor would I hear from the corporate contact in which said composition was forwarded to, nor would I ever learn of how ****'s behavior, which was illegal in nature would ultimately be dealt with internally; all of which I am afraid very much failsto equate to a "replete" assurance that this company had even the slightest semblance of a desire to rectify the reported misconduct.

****'s behavior wasn't "thought upon" to be threatening, it simply WAS threatening; there is no room for subjectivity in the equation here.

Again, the response of this entity illustrates to all their profound level of disrespect and apathy concerning this situation.

I am forced to retain a damaged table that sounds as it is a child's toy upon movement, as I cannot be assured what furher misconduct shall manifest in the form of harassment if another table was delivered into my home.

***************************

Business Response
Date: 11/30/2023
On 11/06/2023 AFW refunded the delivery charge with our apologies. On 11/03/2023 our delivery manager brought out another sofa due to the one delivered earlier that day was missing ******. An exchange for the table was keyed however they are on backorder until mid-December subject to change. On 11/06/2023 we exchanged the accent chair. On 11/09/2023 the exchange for the dining set was cancelled by the customer. The offer to take the merchandise back for a full refund is still offered. Thank you, AFW
Customer Answer
Date: 12/04/2023

Complaint: 20861411

I am rejecting this response because: I have composed a lengthy narrative stating my concerns as it pertained to the egregious behavior of ********* In conjuction with the repetitve issues with the furniture and what that entailed, I was told I would not be made privy to how said behavior would be addressed and wad told via ***** "I'm not going to go over this again." I have provided a well composed chronology of events, yet as AFW's latest comment reflects, they possess no interest in addressing the threat of theft/agressive behavior via their delivery driver by the name of ****; instead, this corporate entity has refused to address this issue with great repetition both historically and presently as well. Please see my numerous narratives that address the aforementioned issue that equates to a delivery driver threatening to take an item I payed for in cash in tandem with aggressive threatening behavior within the confines of my home.

This company is attempting to give the illusion that they are doing everything in their power to remedy the situation by having all of my furniture removed from my home and providing a refund as opposed to addressing the threat of theft/aggression via their driver.

Respectfully,
***************************
Initial Complaint
Date:11/02/2023
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 a white color bed frame from your shop on 09/03/2023. It has serious defects, and it has broken peace.I understand I am *********** expect things I buy to be of acceptable quality. The bed frame I bought does not reach this standard considering the problems I have had.I am therefore asking you for a refund. I paid for the $936.99 [or to replace the item with another in good working order].A copy of my receipt is enclosed.I trust this matter can be resolved quickly and look forward to your early reply.
Business Response
Date: 11/03/2023
We are American Furniture Warehouse...and we are not affiliated with "American Furniture Galleries" located in ********** **********. This complaint about ** is in error. Thank you, AFW
Initial Complaint
Date:11/01/2023
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.
my living room floor got damaged due to a wheel coming off of a ottoman purchased by AFW.
Business Response
Date: 11/02/2023
I sent this on to our "claims department" so that they are aware of the complaint and they will reach out to the customer again. Thank you, AFW
Business Response
Date: 11/02/2023
Talking with our claims department, even though we questioned how the roller could have fallen off and we see that there are many scratches on the flooring we also are concerned that the customer didn't report the damages sooner. AFW is unable to monitor how merchandise is being used in the home as well as being unable to monitor merchandise. With that being said we offered a service tech to evaluate the situation at no charge to the customer, and we also offered/will offer to either refund the original delivery fee or lastly, we offered/will offer in store credit. Thank you AFW
Initial Complaint
Date:10/24/2023
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 Oct 9th, I purchased 3 Bookcases, and 2 bookcase endcaps. I paid for delivery and installation. The store committed to delivering on Oct 12tch. On delivery, the *** team brought the merchandise damaged. 4 of the 5 pieces of furniture were damaged and the team said they," brought a permanent marker that they can use to hide the scratches if I wanted." I told them that was unacceptable and they needed to be replaced. I had to submit pictures for them to reorder and redeliver the items. We had to miss work a second day now to be available for delivery. When they delivered again on Oct 14th, they dropped a bookcase from the truck to the floor, half of the hardware was missing, and they stripped the hardware that they did have. They said a tech will have to come out to fix it and order the hardware. After the hardware arrived, I called customer service and asked to schedule a service tech to come out and explained everything about the hardware being stripped and tools needed to fix it. She insisted that a delivery team would be able to do the job. Today, they came out and saw that a tech would be needed to come out because of the damaged hardware and the parts ordered were incorrect. **************** called me again to schedule another date for a tech to come out and this would be a third day needed to miss work for something that never would've happened at another furniture store. I need either this furniture returned today for a full refund, or a discounted price on the items that justifies the hours missed from work for what would now be 4 separate days if a tech is scheduled to come out. That is assuming he would be able to fix it the same day, if not that would be 5 days.
Business Response
Date: 10/25/2023
We will contact this valuable customer ASAP with hopes of resolution. Thank you, AFW
Customer Answer
Date: 11/01/2023
The issue is not resolved. An agent from customer service reached out to try and cancel the technician and send more delivery drivers after they clearly do not have the necessary tools. Then said I was lying about it when that is what the drivers said verbatim.
Customer Answer
Date: 11/02/2023
I purchased furniture from this store on 10/11. Scheduled a delivery. First delivery attempt, they delivered damaged products. Reordered and scheduled 2nd delivery. On 2nd delivery, they lost most of the hardware and stripped a bolt connecting 2 of the bookcases. They said would have to reorder hardware and schedule tech to come out and repair/finish installing. Days later the parts arises and were incorrect parts. Had to reorder and schedule tech again. Before 3rd attempt they changed my request from a tech to delivery drivers. They came and said they could not fix it and would have to be a tech. Called back and scheduled a tech AGAIN. Days later, they called me again to change from a tech to a delivery driver. Scheduled them AGAIN for attempt #4 to come to my house today and ONCE AGAIN THEY DID NOT EVEN COME OUT! I have now missed work 4 TIMES BECAUSE OF THEM!
Business Response
Date: 11/07/2023
We will reach out again with high hopes of making this right. Thank you, AFW
Initial Complaint
Date:10/03/2023
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.
AFW offers a warranty that is good up to 1 year within purchase. I purchased a $2000 couch approximately 11 months ago and within that time part of the armrest has collapsed and the decor pillows have ripped. I understand typical wear and tear however the pillows were cheap and tore within the first week. I waited to file a claim because I wanted to see if throughout the remaining time anything else went wrong. The warranty specifically mentions pillows are covered under wear and tear the first year, but they will not replace them. Further more we were advised when we got the warranty that a furniture tech would come out to us if anything went wrong and when I put in this claim they advised that they would have to physically take the couch for an undisclosed amount of time to a shop and that I may have to pay for transport fees. This is all misleading!
Business Response
Date: 10/04/2023
On 10/03/2023 we let the customer know that we would pick up the merchandise and bring it into our shop for repairs under warranty and no charge to the customer. We called the customer however there was no answer and the mailbox was full. Thank you, AFW
Initial Complaint
Date:09/26/2023
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.
They sent my personal information ( full legal name, last 4 of my SSN, mailing address and other information regarding my pay ) to other employees
Business Response
Date: 09/27/2023
Our apologies in not understanding what is meant as outlined in this complaint. May we as this customer to email us detailed information to ******************* so that we can get a better understanding please? Thank you, AFW
Initial Complaint
Date:09/22/2023
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.
We bought an Umbrella from American Furniture House that is still under warranty. The umbrella broke at a juncture where its welded. The customer service representatives asked me to send photos and then would not help me in any way and were completely unprofessional. I called 3 times for a resolution and each time I speak to someone from customer service I get a different response and each one tells me we don't have notes of your previous call etc... I called three times, twice on the 16th of sept and once on 22nd of sept and there has been no resolution. One representative tells me we will contact the supplier and see what we can do and another one on the phone makes an assumption that its weather related and blames it on that and that makes it fall out of warranty and can't do anything about it. I want a resolution on this given its still under warranty.
Business Response
Date: 09/22/2023
We will reach out to the customer in hope of resolving their concern. Thank you... AFW.
Initial Complaint
Date:09/01/2023
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.
We purchased a Dining room table 1380VM-TBL along with 5 chairs and 1 bench from American Furniture Warehouse on 6/27/2023 and it was delivered 6/29/2023. We are having an issue with the finish of the table. We placed a protective placemat to protect the table from damage. When we removed the placemat we found that the finish on the table had softened and adhered to the placemat leaving table finish and placemat damaged. I reported this to the warranty department at AFW and was told that we had used incorrect cleaning procedures on the table and this caused the damage. I argued the fact as no harsh chemicals were used on the table. Only water and mild dish soap. They offered to send out a technician who came out and looked at the table and I showed him the placemat. He said it is nothing he has ever seen, and it should have not happened. He took pictures of the table and reported that he would contact customer service. I was called by customer service and was told that since table was fine before the placemat was used on the table that it is not a warranty issue. Our contention is that there is a defect in the finish used on the table. This protective placemat has been used many times on many tables over the years and has never been an issue. There is an issue with the finish used on the table as this reaction should have never happened. The use of this placemat in no way can be considered abuse or negligence by any reasonable person. This issue should not happen to any type of finish designed to act as a dining table surface.
Business Response
Date: 09/12/2023
We recommend using a slightly damp cloth followed by a dry cloth when cleaning. In using a wet cloth and then covering the table the tablecloth may actually seal the moister in which may weaken the finish. We will contact the customer with hopes of resolution. Thank you, AFW
Customer Answer
Date: 09/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. AFW has repaired the table to our satisfaction.
Sincerely,

*******************************

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American Furniture Warehouse Lifestyle Furniture is BBB Accredited.