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

  2805 N Chestnut St Colorado Springs, CO 80907

  
• 

  American Furniture Warehouse Lifestyle Furniture

  625 SW Frontage Rd Fort Collins, CO 80524

  
• 

  American Furniture Warehouse Lifestyle Furniture

  2570 American Way Grand Junction, CO 81501

  
• 

  American Furniture Warehouse

  500 Pin Oak Road Katy, TX 77494

  

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:08/30/2023

  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 had to come three different times to X change furniture because it was defected and they messed up my door bringing them n out They sent someone out to fix but I was told they would have to replace my door they then flagged my number so when I called for answers they would put me on hold n then hang up they also twice brought wrong mattress I ordered soft n was bought firm and the medium firm I want my door replaced and ******** I have spent lots of money thus has been going on for over a year and no resolution I will take it to court next if need be I have pictures of the furniture that was defected and my door this is ridiculous and I dont need the stress after going through cancer something better be done about this My trim also was messed up and the person that came out about door asked for paint also I was offered ****** and I refused it I want this fixed now or I am taking American furniture to court and will win with my evidence Thank you

  

  Business Response

  Date: 09/26/2023

  Trying to look back more than a year ago; We found that the customer could not tell us the exact delivery the damage that supposedly took place.Because of that we could not determine which delivery team may have caused the damage or when. The customer had brought up several issues with the furniture over several different phone calls and deliveries before claiming home damage as well.
  
  So, due to the time window, we chose to assist the customer with a settlement or with repair. The customer allowed us to send ************* Services (a third-party home repair provider), who we believe could have repaired the door, but the customer demanded a new door. We refused and offered the $150.00 to assist the customer in purchasing a new door if that is what she wanted. We feel; because it is a condominium that the customer owns, the purchase and replacement of the door would be at the expense of the tenant/owner.

• Initial Complaint

  Date:08/28/2023

  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.

  Me and my husband purchased a mattress a littler bit over 2 years ago. Recently my son has been getting a really bad rash all over his tiny body me and my husband have been so itchy so I inspected the mattress because my son would go to sleep with nothing on his body and would wake up with this bad rash the next morning so its obviously the mattress. So anyway I inspected the mattress for bed bugs or anything unusual and I found all this fiberglass on the mattress! Its ridiculous okay so I contacted AFW so solve my issue and I got no luck customer service is extremely rude! The honestly dont care about their customers. The first last I spoke with accused me of taking off my mattress cover which I never did she kept insisting on blaming me! How are you going to accuse someone you dont even know youre suppose to help me not accuse me! She wasnt able to find my warranty claim for some reason I asked to speak to a manager or supervisor and she just transferred me to the main menu again. I called again about 2 hours later the next person was being a smart a** with me asking me what did I know about mattress that he was in the business for 25 years that they do not put fiberglass in any mattress and just disconnected the call! I felt helpless how do you call yourself customer service if you treat the customers like shit! I felt humiliated that is so ridiculous never have I been treated so badly in my life! I will never put a foot through that door again AFW has lost a customer and it just seems like they dont care! Now I have to throw $1000 down the drain thanks to the s*** customer service people they have! They all need to be fired or retrained! I demand an apology form the 2 customer service agents thats disrespected me!

  

  Business Response

  Date: 08/29/2023

  The mattress referred to was $318.00 so we are confused as to why the customer is speaking of having to throw $1000.00 down the drain. We are concerned that we may not have found the correct information so we will contact this customer to find out more with hopes of resolution. Thank you, AFW

  Customer Answer

  Date: 09/05/2023

  It was $1,000 I have the receipt dont try to confuse me with another customer please. 

  

  Business Response

  Date: 09/26/2023

  We called and left a message for the customer to call us on 8/29/23 at 10:16:26 am asking the customer to call ** when available...we will call again with hopes of resolution. Thank you AFW

• Initial Complaint

  Date:08/28/2023

  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 couch that has a motor to allow both sides of the couch to recline. I bought the couch in January of 2021 and was given a 3 year warranty. However, since the couch was discontinued they are refusing to stand by their warranty. I have emailed them multiple times and they want me to find another company to do the repairs.

  

  Business Response

  Date: 08/29/2023

  We will look further into this and contact the customer. (Customer number ********** Thank you AFW

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20531318
  
  I am rejecting this response because: I still havent heard from them. Ive checked my voicemails and emails and havent heard a word. I bought this couch for $1000 with the understanding that if the motor or mechanical functions went bad that it wouldve been repaired. I would not have made this purchase if I knew otherwise. I wouldve just bought a regular couch. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/07/2023

  This purchase was actually made 12/04/2020.The sofa's manufacture has a one-year warranty however we did provide a Limited extended warranty (at no charge for a total of 3 years) at the time of purchase. On our website AFW.COM under "Warranty" is states:

  Post 1 ************ Parts Warranty
  AFW will follow the manufacturers warranty after the 1-year Warranty Commencement Date. AFWs liability is limited to the replacement of the covered defective part(s) ONLY, and only if parts are available from the manufacturer. The purchaser is responsible for all service, installation, and transportation costs associated with the repair.
  Service, Installation and Labor Fees
  After the 1-************ Warranty. AFW will charge a one-time in-home service tech fee of $49 for warranty evaluation. Additional labor charges of $45.00 per hour will be added for assessment, installation, transportation, and labor repairs. Estimates for repairs will be submitted to you for approval before repairs are made.

  Thank you, AFW

   

   

• Initial Complaint

  Date:08/25/2023

  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.

  I purchased 2 convertible sofas in February 2022. In November I reported a defect to AFW. They sent a "technician to check on the problem and they wanted $268 to reupholster the sofa. I filed a complaint with BBB and they replaced it. Now I have the same problem with the replacement. These sofas were made in ******* and they are poor quality. These sofas have a year warranty. They told me they don't warrant replacements. It's exactly the as the original. I would appreciate any help you can give me with this. A sofa should last longer than 9 months. Thank you.

  

  Business Response

  Date: 08/26/2023

  We are unable to locate this consumer's account by using the name or phone number or email address. We will contact the customer by calling the phone number provided in this complaint to get more information. Thank you, AFW

  Customer Answer

  Date: 08/30/2023

  AFW is working with me on a resolution to the complaint. I will notify you once everything is settled. Thank you for your help with this issue.

  Customer Answer

  Date: 09/06/2023

  The issue has been resolved. Thank you for your help.

• Initial Complaint

  Date:08/23/2023

  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 purchased a leather lift recliner from American furniture warehouse aug 2022 for ******* the message and heat kept going out on it and they replaced the remote several times , the guy that came out stated they had issues with these chairs and remotes , they replaced the whole chair nov 2022 and these chairs are supposed to have a one year warranty , about a week ago l was sitting reclining on the chair and it got stuck , I had to call paramedics to get me out because I am disabled, I called the customer service number for *******************************************, and the rep was very rude and not helpful so I asked for a supervisor and was transferred to a Spanish line, when I finally did speak with someone, they advised it would cost me over $200 to replace and send out another chair. I am on a fixed income. I cannot afford that and the chair is still under warranty. I have friends that have the same chair and have had the same issues, so American furniture knows this chair is c*** and has issues. Its not even for sale anymore on their website. , I need the chair replaced, but being on a fixed income cannot afford over $200 when it still should be under the warranty , not ok , im currently sitting in a wheelchair, waiting to have a chair. I can relax and recline in the wheelchair is very uncomfortable.

  

  Business Response

  Date: 08/24/2023

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

• Initial Complaint

  Date:08/20/2023

  Type:Product 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 would like AFW to pick up couch that I purchased and take it back to ************* location with NO delivery fee and refund my purchase with NO restocking fee. I have no way of getting the sofa back to the store with a 4 door sedan. I feel its only right thing to do given they sold me a defective sofa that was approved by their quality control allowing it to be sold to a customer. **** the manager refuses to pick up the sofa and says it comes from the higher *** (*********** himself) that I be charged a delivery fee.

  

  Business Response

  Date: 08/22/2023

  We will contact the customer...we see a invoice was keyed on 8/22/2023 for and exchange with no fees to see how we can further assist. Thank you, AFW

• Initial Complaint

  Date:08/16/2023

  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.

  AFW delivered the sofa to my house. The delivery guy's glove was dirty. It stained the edge of the sofa where the delivery guy was holding on.

  

  Business Response

  Date: 08/17/2023

  We will contact the customer with the phone number provided in the complaint due to the last purchase we were able to find under the phone number was 10 months ago and there was no sofa. By looking for the account by name we were not able to find this customer's account. We hope to get the needed information so that we can resolve the customer's concerns. Thank you, AFW

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20481491
  
  Please find the order number 33I546094
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/25/2023

  We will contact the customer my phone to get this set up for resolution. Thank you, AFW

  Customer Answer

  Date: 09/02/2023

   
  Complaint: 20481491
  
  I am rejecting this response because: I have never received phone call or email from the business to address the issue.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/07/2023

  Our apologies, we will be contacting the customer with hopes of resolution. We are very confident that we can help. Thank you, AFW

• Initial Complaint

  Date:08/16/2023

  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 have purchased so many items from this business over the years. The most recent purchase was a daybed that can convert into a king. When we went to try to take the conversion apart to move the bed we were unable to because they stripped all the screws. My handyman is unable to move the bed and I need to because I have a terminally ill relative less cancer who's going to be leaving the hospital soon and now I cannot put that bed in a room I need to to accommodate my irrelative. Apparently I miss the warranty expiring by 7 Days however I do not feel this is a warranty issue. This is business malpractice because they intentionally damaged the item and then refuse to take responsibility for it please contact me if you would like because they should not be allowed to get away with this. I now have to have my cousins chicken with cancer try to climb up a flight of stairs when she's got an 8 incision that is healing you tell me how I'm going to do that

  

  Business Response

  Date: 08/17/2023

  On 08/16/2023 we scheduled one of our in-home service techs to go out and assist taking the bed apart. Thank you, AFW

• Initial Complaint

  Date:08/15/2023

  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.

  10/13/2022 I purchased outdoor furniture set from ****************** with the recommendation and suggestions of their sales staff. I asked her what would last the best in ******* conditions. She directed me to the furniture set I bought. First few months we didn`t even use the product and cushions were kept indoors. We started using the outdoor set in late February to March of 2023.Most of the time cushions were kept indoors. Once weather was good enough we started using the outdoors more. Within the next few months all cushions were already ripping and disintegrating.. I contacted AFW via phone and they told me to make a warranty claim on line. After exchanging few emails, warranty department didn`t offer any solutions, no investigation, no sympathy. All they said is we do not warranty outdoor furniture for sun or heat damage and told me cushions should be kept indoors. 1st of all I wasn`t told to do that when I bought the product. @ndly I did keep them indoors most of the time if we weren`t using them. Still cushions didn`t even last 6 months of normal use. This proves many things, product you are selling is junk, your customer service is non existent and careless. Your warranty if exists doesn`t cover anything. And you are false advertising and taking advantage of your clients with lies and false advertising. Selling outdoor furniture and not covering it under warranty if it is damaged under normal use and no intentional damage should be covered under warranty. Not offering any solutions to your customers is bad business. Selling as outdoor furniture and then saying keep it inside at all times is false advertising. Buying furniture and needing a new one after 6 months is ridiculous. I will make sure nobody around me buy from your company. I expect you to refund me $750 for the damage so I can buy good quality cushions with fabric made for outdoors and still use the frames. OR take it back and refund in full.

  Customer Answer

  Date: 08/15/2023

  Our AFW account at ******************** is under  my wife`s name as on the purchase receipt. *************************** *********** ***********************

  Just in case they can not find the information via my contact details.
  

  

  Business Response

  Date: 08/16/2023

  We will contact the customer using the information provided in the BBB complaint (which is under a different phone number and name on the receipt provided as well which we will also use to try and contact the customer) with hopes of resolution. Thank you. AFW

  Customer Answer

  Date: 08/16/2023

  Business contacted me and my wife via phone today and offered a solution, once they take the products back and refund my original payment in full, I will close the case and update with a review.

  Customer Answer

  Date: 08/23/2023

  AFW truck stopped by in the morning today and picked up the damaged furniture with the promise of a full refund. Currently waiting for the refund to my credit card.

  Customer Answer

  Date: 08/26/2023

  AFW issued a refund in full. I consider this case closed in my favor and received proper response and final outcome. Thanks

• Initial Complaint

  Date:08/13/2023

  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.

  I purchase a breakfast table set 6 month ago from American Furniture Warehouse. It includes 6 chairs and 1 table. 2 month ago, I heard sound inside one chair. It sounds like an insect inside the damage the wood. I have a 1 year warranty on that. I contacted the customer service and filed a claim. I uploaded the photos and video. They did not send anyone to take a look but rejected my claim. I contacted them again and requested a technician to inspect the chair. After checking the chair, inspector found the issue is inside of the chair and no damage outside which means the insect was there when the store deliver it to me. He called the customer immediately and requested an exchange of that chair. The customer service department said they would change it for me and asked me to upload the photos one more time. I uploaded it. After 1 day, customer department said that chair is discontinued and asked the company to return the whole sets. However nobody contacted me. I have to sent another email to see the status. This time, they replied me and said they denied it and American Furniture Warehouse would not take responsibility. It does not make sense to have the customer to take on their fault.

  

  Business Response

  Date: 08/15/2023

  Our in home service tech found nothing wrong with the chair, and we left a message with the customer on ****** (per our comments in the original invoice) that an even exchange was approved. Looking at stock we no longer have this chair in stock so we will call the customer and arrange a return for full credit. Thank you, AFW

  Customer Answer

  Date: 08/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok to me. However it was the same resolution they promised on 08/09/2023. However they called me and overturned the resolution on 08/13/2023. I do not know if they will do what they promised this time. Will see. 
  
  Sincerely,
  
  ***************