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.

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

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  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:08/04/2023

  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.

  On or around June my wife and bought furniture from the *********** location. As a wedding present to ourselves, we made our selection and picked up. About 1-2 weeks later we saw a ***** in our home. We have lived here for 3 years and not once had a *****. We killed the ***** and moved on. Subsequently, the problem has persisted to the point we had to exterminate. We have picked ** in excess of 20 dead roaches. Keep in mind, we never had a ***** in the 3 years. And before AFW says roaches are a common problem in *****, keep in mind we live in a 53 motor yacht on the water. We have a natural barrier to any bugs getting on our boat. With the exception of 6 mooring lines, there is no contact with land. I have included 3 pics the recent *****, the furniture inside, and proof we live on a boat not a house or apt.

  

  Business Response

  Date: 08/04/2023

  The purchase referred to was on 06/05/2023. AFW does not have roaches and this is the first complaint we have had concerning roaches to our knowledge. We wouldn't know how the consumer would get roaches however we don't feel it is our obligation to find out this information for the consumer, knowing they didn't come from us. Thank you, AFW. 

  Customer Answer

  Date: 08/11/2023

  I can appreciate AF response butwe have lived on this boat for 3+ years. No roaches until be bought from AF.  There is zero chance it came from anywhere else. Furthermore it is clearly documented AF has sold mattresses that were returned from previous customers and contained bed bugs. There are law suits pertaining to this very issue of bed bugs. When I picked up my furniture I observed a ***** ***** in the warehouse and thought nothing of it. Now I know it came from the *** You can say it didnt all you want but roaches dont jump 3 feet across water onto a boat, to meet another female ***** that did the same and have babies. 

  

  Business Response

  Date: 08/25/2023

  he purchase referred to was on 06/05/2023. AFW does not have roaches and this is the first complaint we have had concerning roaches to our knowledge. We wouldn't know how the consumer would get roaches however we don't feel it is our obligation to find out this information for the consumer, knowing they didn't come from us. Thank you, AFW. Googling for more information a very common way for a ***** to enter a home is by way of cardboard boxes of all sizes.

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20421733
  
  I am rejecting this response because:
  
  In AFW response they claim they googled and determined a very common way roaches enter a dwelling is through cardboard boxes. THIS IS HOW OUR FURNITURE WAS PICKED ** IN CARDBOARD BOXES. A full couch, matching chair and 2 feet rests. So if you agree this is a common way roaches enter is by cardboard box. And the furniture comes in a cardboard box, and we live in a boat SURROUNDED by water what other possibility is there? I would like AFW to pay for professional exterminator since they just admitted ***** intrusion is by boxand the furniture arrives by box. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/07/2023

  AFW does not have c*** roaches. Thank you, AFW

• Initial Complaint

  Date:07/29/2023

  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.

  Order # **H669124. $4,060.69. Purchased a sectional in late March 2023 that was delivered on 4-1-23. The delivery folks did not have the proper cables to connect the power from the battery source to the unit. An order placed for the new cord that was received a weekish later. We could not get it to work and after many communications back and forth with customer service, they scheduled a service call on 5-6-23. They connected everything and it appeared to work fine. Less than two weeks later one of the units started flashing where the control area is. Another scheduled visit occurred on 6-11-23. The 6-11-23 prompted another visit to replace wiring that occurred on 6-24-23. On 7-4-24 we noticed the same blue flashing light. Again contacted customer service and were told that they would need to figure out what was the next step and call us back. Yep no call and we called again and the customer service person said we are bringing you a new piece of furniture and schedule it for 7-29-23. The 7-29-23 visit ended up like to verify the issue first. We had not charged the battery because we thought we were receiving a new unit. And then we were told that even if it was flashing that because there was damage on the unit they wouldnt take it anyway. So they wouldnt take a damaged piece of furniture because it was damaged. We do not have time to leave the door open for all the service folks and continually call with no resolve to this. At this point we would like them to come pick up the entire unit or replace the entire unit and we will go elsewhere to purchase a sectional.

  

  Business Response

  Date: 07/31/2023

  We apologize for any frustrations in this situation. We will reach out to the customer in hope of resolving their concern. Thank you...AFW

  Customer Answer

  Date: 08/12/2023

  The company reached out to help.   They have provided us a new battery pack in hopes that fixes the issue.      We will have to give it a try  and see what happens.     Thank you.  

• Initial Complaint

  Date:07/28/2023

  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 thousands of dollars worth of furniture from this company on 6/20/23 or 6/21/23. There have been many issues but the issue that is relevant here is a sofa that I bought. In July less than 1 month after I purchased the sofa, I found a tear in it and the stitching was coming undone on one of the pieces. I informed the company and they sent a technician out to fix the rip. They stapled the rip closed. They did not even bother to take it into the shop and sew it. The technician saw the stitching and notated to me that is was poorly done and I informed the company of this. They took my complaint to a field manager and denied me an exchange. When this occurred I did not even have this sofa for ONE MONTH. There is obviously an issue with how the sofa was made as no other piece on the sofa that has stitching is like that. I would like an exchange for the same sofa or that piece or a new sofa. We are fine if they re ***** that work and make it look correct like the other stitching. The company has the pictures from the technician.

  

  Business Response

  Date: 07/29/2023

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

  Customer Answer

  Date: 08/05/2023

  This is resolved to our satisfaction thank you very much

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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 sectional & had it for 7 months at time of first initial complaint. I remember asking the sales lady how long the sectional on the showroom floor was out there. She told me, I remember making the comment that it looks like it obviously hold up well given how many people sit on it. A service tech came out. Let me add that normally you get a call or a text saying they were on their way. There was nothing so I had zero time to lock up my dog. I was yelling to the door just a sec. When I answer the door I said to him, sorry I was expecting a text. He just looked at me with this cold stare. which made me feel uncomfortable, he then said so whats the problem which threw me off again making me feel uncomfortable. As I started to explain to him from the door, he interrupted me telling me theres nothing they can do about it (keep in mind he hadnt even looked at it). I told him I didnt appreciate him being so rude. He said Im not. *** then asked him to leave because I just had a horrible vibe from him. I want to add that *** had several deliveries, as well as a tech come out to my home in the past. Never had a horrible experience or felt as comfortable as I did in my own home. He continue to argue w me. I asked him to leave for a second time. if you in anyway think that this is OK, theres a bigger problem. I called customer service. As soon as he left to explain what happened, they said somebody would call me. A gal whom I dont know the name, called to tell me what the tech put in the report and they needed to come get it. If this had frame damage that he assessed from the door, then why tell me theres nothing they can do. I told her thats unacceptable, she said thats all Im getting. Talked w ****** today! He said they had to come get the whole sectional to fix everything (how do they know whats wrong without looking at it?) Basically leaving me without furniture. Maybe replace it?? When I said I was putting this on the BBB he hung up on me.

  

  Business Response

  Date: 07/28/2023

  Per our records the customer met the service tech at the door and was being unfriendly from the beginning, The tech left at that time due to the treatment and if the customer wants repairs the merchandise will need to be brought into our shop to avoid dealing with the hostile environment within the home. Thank you, AFW

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20386155
  
  I am rejecting this response because: in no way was I hostile or rude to the tech as Ive had nothing but amazing experiences with anyone Ive ever come into contact with. As much as youd like to protect your tech perhaps in this very situation you may be wrong. I asked him specifically to leave twice as he himself was rude and made me feel very uncomfortable. When I called immediately after he left, I was then told theyd send someone else out and would make sure it wasnt him. I agreed. However, they sent him again (the text I received) I called & asked why they would do that given the first experience w him. Im all of 125 lbs, I live alone. He is real close to ******* lbs. being as how I have officers in my family, I take their advice and make sure I dont put myself in a situation Im not comfortable with. Your response (makes me feel this is ******) Id not only very accusatory but very disrespectful. Coming to get my sectional when you have zero idea whats going on with it is a very poor way that this business is handling customer service. To leave me without ******************** is for me not how I remember customer service being handled. Your tech was NOT honest at all. For you to slander me is simply not ok. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/04/2023

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

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20386155
  
  I am rejecting this response because: listen, I had someone call me saying they would just refund. When I said that I would have no furniture, the gal said I could go in and pick something else. So I did, and was told at express checkout that I couldnt. Id have to wait for refund OR pay for a new item in hopes to get a refund. My question is, why is this such an ordeal? Why is everyone taking things so personal that are simply employed by a company? So things go wrong with merchandise? Why is it so hard to just make things right? Im so confused with the treatment here. I have NEVER had a problem w a single employee with all my purchases until now. Ive always tipped and given drinks to the drivers. Taking care of them. Im just really confused right now why this exchange couldnt happen. 

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/12/2023

  Update 7/12/21

  I really feel this has become a game to you guys. I really thought that whoever called me saying they just wanted to do a return that once and for all this would be fixed. Fast forward to today, guys showed up and because 4 of the 6 throw pillows werent w it anymore (I bought ones that werent hideous) that they couldnt take the return. Why would this have not been relayed to me when customer service called? Lets be honest, who keeps the pillows that come w the couches? They are throw pillows for goodness sake. But the guys called customer service and they said Id be charged $50 for each, but then said $25. This whole situation has made me extremely depressed and this is simply not ok anymore. Aside from that, when the guy dragged a piece of the sectional to lift it upright to wrap, made a huge 4 ft scratch on my wood floor. That area was never exposed (couch was over that area) and I am the first to live in this unit. So thats upsetting as well. 

  Customer Answer

  Date: 08/16/2023

  I really think everyone needs to know what this company is doing and how they truly treat people. This company finally called after my Last complaint and said theyd just pick up The sectional and refund. Great. Sad it took a complaint. However, getting the refund has been an absolute nightmare. The company is going back to all my forms of payments over the years and trying to put bits and pieces of the return on them. So I have zero idea where my refund is, if Im getting the full refund or if someone else is. I used affirm to purchase this sectional. The ottoman was separate and that was correctly returned. However why was the sectional not returned to the original form of payment?? That all came out of my checking, I have proof of every payment through affirm. This has turned into a disaster and aside from a gentleman who I was on the phone with for over 2 hours, everyone has been treating me as if I did something wrong. Why is everyone taking this so personal? Nice to you if you make a purchase, nasty if you have issues. It happens. Its life. No ones fault. Just nicely take care of it. On top of one in the sectional was picked up, I was told by the guys I would be charge 50 per throw pillow that wasnt with the couch at the time. Then they said they couldnt take it. Then they got on the phone with customer service and I was told I had till Tuesday to return them. I did indeed return them on Monday. However, I was already charged 25 per pillow so now I have no idea when that will be refunded. This company still owes me around $1300 and I have zero idea where its going or how Im getting it Im not understanding why a simple check couldnt have been mailed or why my affirm account couldnt have been credited. It seems very wrong that youre going through every card that you saved me, unknowingly, and trying to put returns all over the place. ***** was down right rude. Im sure thatll go untouched though.

  

  Business Response

  Date: 08/16/2023

  As we previously stated: We will contact the customer with hopes of resolution. Thank you, AFW

   

  

  Business Response

  Date: 08/16/2023

  We did contact the customer saying they could return the set for a full refund and the customer said they would submit a updated post once they received the refund as we agreed to. Thank you, AFW

  

  Business Response

  Date: 08/16/2023

  Our apologies, disregard the last two responses as they were for a different customer. We will look further into this...and make sure we take care of the customer. Thank you, AFW

  

  Business Response

  Date: 08/16/2023

  Update...the merchandise was returned and the refund was posted on 8-12-2023. Depending on the bank that issued the credit card we would think the refund should be any day. Thank you. AFW

  Customer Answer

  Date: 08/17/2023

  This has put so much anxiety on me I cant eat or sleep. To do this is completely unprofessional. I was told by 3 different people the $100 taken out of my refund was for the pillows I had to return, which I did. I was told on the 15th they had to process that to be returned since I did return them. Now today ** being told they are actually taking it for a restock fee??? Never have been told about this charge once. Its all of a sudden a thing. Do the right thing and refund that as you know that is the right thing. This is wreaking havoc on my health. My goodness. 

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20386155
  
  I am rejecting this response because: 

  As nice as youd like to make your response seem so simple and matter of fact, you guys have made this as difficult as it could possibly be for me. I have yet to receive the full refund as you thought Id be funny to sent the check to an old address on account instead of the new address where I live and where the couch was picked up from. So now the check is *** (if it was sent). This company is almost pouting as though I truly did something wrong. Im not sure what the main goal is here other than customer service. Which lacks to fullest extent. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/01/2023

  We will look to see where we are on this and contact the customer (and to verify the mailing address). According to the customer the purchase was made using debit and credit cards. Then as we understand it the customer said they were gift cards but we found them to still be active under the customer's name and that is where the refund would go first.  The remaining refund was processed on 8-15-23 back to the credit card used under the customer's name.  If the refund to the cc is denied we would then issue a check. The denial would take approximately one week and to process a check and have it sent to the customer would take approximately 5-7 business days. Thank you AFW

  

  Business Response

  Date: 09/02/2023

  We found that the check was processed and was sitting at our front office waiting for the customer to pick up and we let her know...she was to pick it up from the store last night.

  Customer Answer

  Date: 09/06/2023

   
  Better Business Bureau:
  
  I just want to add in response to the companies last response, it goes to show how things get very twisted. The gal who initiated the refund finally called in response to my last response. Yes, the $100 check was at the store which I knew about. However the $434 was to be mailed, it wasnt. She made sure it was going to also be available when I picked up the $100 one. As far as the gift cards? I never once have said they where gift card, I said it was a one time use card. Through affirm. If you arent aware of affirm, when you make a purchase, they issue a one time use card for you to make purchase with , which then takes out of my checking account monthly. Its a loan I pay off. 
  

  I just wish when I talked, I was actually listened to. It wouldve alleviated a lot of the way this way handled, which was down right unprofessional. I have always loved American Furniture and this has been an experience I have told many many people about (I have a big social media following) and they are disappointed to hear it. I just hope someone else isnt treated this way. 

  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:07/17/2023

  Type:Order 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.

  It is important to note that American Furniture Warehouse does not disclose to customers that their financing firm is actually a leasing-to-own furniture business, which can be considered predatory lending rather than fair financing. This means that customers may unknowingly be agreeing to lease-to-own agreements with high-interest rates, making it difficult to pay off their financing. While I plan to report this to the *** and ******************************* it is important for customers to be aware that they may be paying too much interest without proper warning when purchasing furniture from this business.

  

  Business Response

  Date: 07/18/2023

  We were unable to find the account by using the name, or phone number given. We will attempt to call this consumer with hopes of getting the needed information so that we can see what happened and with hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:06/23/2023

  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.

  On ******************************************************* our new house by accident when they delivered my furniture, and I was told someone will contact me to repair. Delivery staffs were nice and friendly, and I was totally okay with the resolution as accident happens and the repair will be offered.My husband got a call the next day and was told, 2 options are providing. 1, give us a $125 credit back on the bank statement AND $125 store credit for future use. 2, or find us a contractor to repair. After consideration, we chose to go with the credit back and store credit. but when my husband called back, the customer service denied about the offer and insisted saying if we choose the first option, we will only get $110 credit back with NO STORE CREDIT.I am surprised about their inconsistency and ask for assistance to have the original offer back for an accommodation about the damage in my house.Thank you,********

  

  Business Response

  Date: 06/24/2023

  We offered $110 refund from the delivery fee OR $125.00 in store credit OR repair. The customer chose the $110.00 refund. Thank you, AFW

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20229838
  
  I am rejecting this response because:

  It is not what they offered in the first call, and they keep denying what they have said to their customer. You can not just bully on your customer just because they are not able to record the original conversation.
  Check what your first customer representative offered in the phone conversation record. Or have my wall fixed. I wont let this rest until this issue is resolved. 

  Thank you,

  V

  

  Business Response

  Date: 06/29/2023

  We wouldn't offer $235.00 to $250.00 for a very small ding in the drywall. Our apologies for any miscommunication. Thank you, AFW

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20229838
  
  I am rejecting this response because:

  The response I received from the  customer service department was utterly unsatisfactory. Instead of taking responsibility for the damage caused by your delivery personnel, I was met with indifference and dismissive attitudes. The representatives had the audacity to downplay the severity of the situation, claiming that the hole was "SMALL" and trying to make up excuses in their INITIAL offer and Called it a MISCOMMUNICATION.  Any damage caused by your employees should be acknowledged and rectified promptly.I must emphasize that my primary concern is not solely about the cost of repair of the damage caused. It is about the inconsistency and horrible attitude of the customer service I have endured throughout this process. The dismissive attitude, lack of accountability, and attempts to minimize the severity of the incident have deeply disappointed me as a customer. I regret to inform you that I will have no choice but to escalate this matter through legal channels.

  Thank you!

• Initial Complaint

  Date:06/22/2023

  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.

  I purchased multiple items in store from Franky at the ****** ** location. ****** was very cordial and a great man to work with. The problem arose with the delivery and assembly of our items. The original delivery crew caused damage to our walls when we are in a brand new construction home. They also did not adequately put the bed together at all, so damage was done to the furniture as well. We contacted AFW and explained what had happened and was asked to provide pictures. I supplied pictures and was told the bed would be replaced and it would be put together properly, so a new delivery was scheduled. The next crew came and only further ruined the bed and did not bring all the replacement parts. I contacted AFW yet again and explained the situation. At this point, I was so disappointed with the delivery and service that I requested a refund. I also requested a status on the bar stools as I was told those would only take a week or two, but then was told they would not be available until the end of August, so I requested a cancelation of those items as well. As I explained everything that occurred, I requested that the delivery fee be refunded and the lady assured me that she would make sure that would happen. I had not heard back anything, so I called in yet again to have AFW come pick up the items. At that time, the gentleman was talking about some 15 percent restocking fee which I disputed considering everything that had transpired. Apparently, every representative is a "manager", yet when it comes to fees they require approval from somewhere else. AFW came and picked up the items and a refund was issued for the items, but the delivery fee was not refunded. I called yet again and spoke with a Becca (very rude) and explained I was promised the delivery fee refunded, but she was argumentative with me after everything I've been through. I said I'd file with the BBB and she said because I threatened her she was disconnecting the call. That is my right as a consumer.

  

  Business Response

  Date: 06/27/2023

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

• Initial Complaint

  Date:06/09/2023

  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.

  On Saturday 6/3/2023 we visited the *** on ********, in ****, **. We were browsing the furniture section and happen to come across a loveseat/couch set. An associate was nearby and we asked for help and had some questions. He name was ******************* advise a few were in stock but may go fast, so we decided we would talk it over and come back. The following day Sunday 6/4/2023 we returned to the store to purchase. ************** was working and we found him to help. My fiance has preapplied for financing but was only approved for $500 when we requested $1300.00 so she decided to use her credit card and we would the difference left over. ************** advised we could do multiple card payments. We were going to put $1000 on her *********** card and the remainder on a debit card. My fiance only had a virtual card as she was waiting for the new *********** card to arrive in the mail. We advised of this to ******, and he said we could try manually putting the card number in the pin pad(which he knew wouldnt work)/ he then suggested adding it to Apple Pay. My fianance attempted that but since it was not a physical card Apple Pay would not allow it. We told him this as well and he just sat there staring at his computer screen and didnt even acknowledge us. So we advise we would wait and to cancel this transaction, and he sighed and didnt even turn around and just said " ok , ya " He acted as if he had no time for us and didnt offer any other options or work arounds. He didnt even try.So we asked customer servicer and they were very nice but advised they could not manually input numbers. Also the website allows for a card and thats it. No Paypal, etc... We ended up going to another furtniture store, found an amazing set, better priced, and were able to get approved for instore financing.Used to love ***, but after this experience and if you dont have cash in hand, odds are we wont be back. Very unprofessional the way this was handled by your associate.

  

  Business Response

  Date: 06/20/2023

  Our apologies that we were not able to find a way to assist/help this customer further so the customer could purchase the merchandise they chose. Thank you, AFW

• Initial Complaint

  Date:06/08/2023

  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 furniture from American furniture Warehouse at ********************************************* in ****** ******** ZIP code ***** their phone number is **************. It was delivered May 21st. And I only was able to set on the sofa for brief couple of seconds because the delivery people were in a hurry. After a week of having the sofa it sank. American furniture Warehouse sent a technician to my home on Tuesday June 6th. He was in here less than 5 minutes and said yes the couch is sinking and that's just the way it is He said he had to put in a report. Shortly after he left a lady by the name of t a y z a called me and said that what they would do is allow me to send the furniture back and they charge 15% each piece to return and then I can purchase something else. Because the rest of the furniture would not match mostly other things.. I asked them if they could take this furniture back without the 15% fee to restock it and they declined. They admit that the furniture is sinking but somehow they're saying that's just too bad and we're sorry. Their advising if I purchase other furniture they will wave a $80 delivery fee. I don't think this is fair and this is unethical. They acknowledge it's a problem with the furniture but is not willing to accept the furniture back without a restocking fee this furniture sink on the Chase end of the couch after me having it for one week and they know that this is a issue. I didn't even sit on the couch very much as I have a TV room I use. When the technician was in my home he sat in it and says yes it's sinking that's just too bad. I am asking for them to take this sofa back and wave the restock fee and reimburse me fully.

  

  Business Response

  Date: 06/09/2023

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

  Customer Answer

  Date: 06/09/2023

   
  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:06/02/2023

  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.

  Around March 1st 2023, I ordered several pieces of furniture from AFW that were delivered to my completely remodeled new house. Within a few days, my son was complaining about big bites. We assumed it was just the mosquitos and the new environment we were in. After about six weeks and him still complaining, we moved him into the spare bedroom. We used every kind of bug spray we could find and bombed that room. None of the other family members were getting bite so it had to be in his room. After two weeks of spraying and cleaning, my husband took the plug in panel off the back of the bed and began searching. He found the cause of the bites. There were inside the actual bed frame. We took pictures and sent to AFW. They responded with an extremely long email about bed bugs as if I didn't research all about bugs. They wrote about apartment living and possibly getting it from neighbors. They literally delivered it my house and was obvious this person knew nothing about all the purchases that I had made that were delivered to a HOUSE not an apartment. They actually wrote "Bed bugs travel well, do well in almost all climates and can go up to a year without feeding...but please rest knowing your bed bug problem did not come from AFW." Whoever wrote the email to me was insulting and disrespectful. There are ZERO bugs in the rest of my home. There were Zero bugs in my old home and the suddenly we have bugs when we moved into a brand new home....only in the bedroom were we found bugs inside the bed.I responded back telling AFW how I felt and they have not responded and it is unlikely that they will respond back to me. A few weeks earlier, I was returning a mattress that I purchased at AFW for a different model and was told by the employee that they take the returned mattresses and resell them after they sanitize the mattress. How are we not sure that same was not done with this bed frame? How can tell me with certainty that the bugs didn't come from AFW

  

  Business Response

  Date: 06/06/2023

  We have left messages with this customer saying that their items came straight from the manufacture to AFW and then to the customer's home. Thank you, AFW

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20137309
  
  I am rejecting this response because no matter what AFW's representatives say, it will not and has not changed my mind.  I was the one living the new home with bugs in only one room.  That room is just as clean as the rest of house considering it was a new remodeled home.  Obviously, I took the bed out of the bedroom and all the bugs are miraculously gone.  Since AFW will not take responsibility, the bed will go to the dump.  I will furnish the rest of my home with the help of a different furniture store.  AFW cannot state or prove without a doubt that the bugs didn't come from them.  I know they didn't come from us. 

  
  Sincerely,
  
  *********************