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 Lifestyle Furniture

  1700 S Abilene St Aurora, CO 80012

  
• 

  American Furniture Warehouse Lifestyle Furniture

  9410 Wadsworth Pkwy Westminster, CO 80021

  
• 

  American Furniture Warehouse

  2805 N Chestnut St Colorado Springs, CO 80907

  
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  American Furniture Warehouse Lifestyle Furniture

  625 SW Frontage Rd Fort Collins, CO 80524

  

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:05/13/2023

  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.

  I purchased a bedroom set from the *** website on 4/24/2023 for a total price of $1562.27 - order # **H905658. The bedroom set was delivered on 5/1/23 and Delivery finished at 7:15pm.We experienced an issue with the 4 drawer chest (purchase price $348). We did not see the issue until we started using the bottom drawer and noticed the front right corner was cracked. Upon touching it to see what was wrong, the piece fell off and we called Customer Support (CS) immediately to report the issue. CS was already closed so I called the next day (5/2). I was asked to send pictures, which I did promptly. CS responded that they could send someone out to touch it up. I then received an email on 5/5 (service order # **H981703) saying that we did not live in an area where they could send technicians, so someone would have to come pick up the item to repair. We called CS to relay our concerns about the response. New furniture should not need to be repaired. CS placed us on hold and rudely came back saying that she cancelled the work order altogether and she considered the damage minor. We asked to speak to a Supervisor and she said she had no supervisor and would only transfer ** to another representative. The other representative said she made a note for a Supervisor to look into the case and we would be contacted within 2 business days. We have yet to hear back 5 business days later. We did not see the crack while the Delivery was at our house since the loose piece of wood was still hanging onto the dresser. We would like compensation for a dresser that was already cracked and damaged when we received it. Since *** was did not remediate the issue, the chip has now been glued back to the dresser and the surrounding cracks/chips had to be colored in. We are extremely disappointed to purchase new furniture that was required to be fixed and had a horrible Customer Support experience.

  

  Business Response

  Date: 05/13/2023

  We will contact the customer with hopes of resolution. We feel that our decision was based on the pictures the delivery team posted showing no damage at the time the piece was delivered. We assume if the front right hand side bottom was cracked...it would be very difficult to see when looking at our driver's pictures. Reading the customer's complaint that when the customer found the crack, it took little effort for a small ***** of **** to fall off, and that seems possible. Thank you, AFW

• Initial Complaint

  Date:05/12/2023

  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.

  Purchased a sectional couch from AFW in October. By January the motors had gone out on the motors. I purchased the warranty though so I wasnt worried. Within 1 week they sent out a repair man to fix the problem. From that point on it has just gone to s*** The repair man said customer service will call me with an update 2 weeks went by with nothing. I called them and I was told the part was ordered with no delivery date available. 2 more weeks goes by call back and told the same thing. This continues until April 22nd. 3 whole months with a couch that cant be used. Then Im told by customer service that I need to bring them the couch. Why would I have to now bring you the couch to repair??? That turned into a 30 minute back and forth waste of time argument about them coming to pick it up to fix my couch. They finally send to nice gentleman to pickup the couch for repair. Takes 72 hours to repair and they delivered the couches today May 11th. Almost 5 months since my motors went out 7 months since purchase. And much to my surprise what did these guys lose??? The power box to operate the couch!!! Who is accountable over there??? Absolutely NO ONE!!! The management at the top is a joke. I have emailed ******************* many times with ABSOLUTELY no response. This company is a JOKE!!!

  

  Business Response

  Date: 05/15/2023

  We will be reaching out to the customer in hope of a ****************.

• Initial Complaint

  Date:04/17/2023

  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 02/15/2023 we purchased furniture from American Furniture Warehouse in ******* Showroom *******. Total amount that we paid was $7,110.80.Sales Order # **H310479 and our sales person was ************************Part of the order was delivered timely as we were told that it will be. There was a problem with ****** end table they bring damage one so we rejected. The delivery person said is not a problem we will replace with a good one but this was a joke. The three different delivery trucks tried to deliver the same damage one they just put some stain on to cover the damage. Three time we rejected finally we went to the store to pick up good one not damage by ourselves even we paid fees for the delivery. We called but there was no one to help us with that issue.The biggest problem is with the ****** 96 console with 26 inch classic log 3D firebox with ****** 96 Hutch,LW . We were told the day of purchase which was 2/15/2023 that they dont have in stock we have to wait until 3/16/2023 we said ok we can wait until that day. March 16th passed so we called looking for delivery and they said two more weeks we have to wait which is till the end of the March 2023. Cant say that we were happy but what can we do we said ok. End of March passed again so we called talk to very unpleasant customer service manager named ****** and he was even angry with us and told that the remaining furniture will be MAYBE deliver at the middle of May . That is not acceptable if we were told at the purchase that we have to be treated that way and have to wait forever we will choose something different. We even tried to cancel that order but we got matching coffee table and end table so we stuck right now. We asked if we can return those two and go with something that is in stock but ****** that customer service manager angry one said that we will have pay fees for that. That is not the way to treat customers we want to get what we order but we cant wait forever. Hope someone can help us ..please.

  

  Business Response

  Date: 04/18/2023

  We are reaching out to the customer in hope of a resolution.

• Initial Complaint

  Date:04/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** is sending my refund to a bank account that has been closed for months before they will send me a check for the refund. I advised them in the beginning that the account was closed. They said their process is to refund the amount to the debit card that was used in the original transaction whether the account was closed or not. They they wait for the banking institution to reject the refund before they will actually issue a check. I have spoken to my bank everyday for the past two weeks. They have not received the amount so they have not been able to reject it. I am unable to get anyone from the *** accounting office to return my emails, calls, and customer service inquiry requests. I am constantly being given the run around for my $3700+ due to me. This has been going on for over 3 weeks. It's time to finally make a formal complaint.

  

  Business Response

  Date: 04/14/2023

  Hello ****. While we do apologize for your frustration, we (as are all businesses) are required, by law, to always attempt to refund the original form of payment. If the account is closed and in good standing, then the issuing bank will, either reverse the refund back to us and we would then issue a check, or the bank will issue the refund themselves. We processed the refund on 3/23/23 and funds have not been reversed back to us, at this time. We suggest contacting the issuing bank again. Again, our apologies for your frustration in this process.

  Customer Answer

  Date: 04/15/2023

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

• Initial Complaint

  Date:04/06/2023

  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 power lift chair from AFW on 12/17/22 for the amount of $963.66. This chair was for a 94 yr old. As I do not live in the home, it was several weeks later, I noticed that the heat and massage unit were not working and that the chair no longer reclined fully. I called AFW and followed their procedure of submitting pictures. I was contacted by the service **** and an appointment was made for a tech to come out, although it would be approximately 3 weeks later. The tech came and told me that "the brains of the chair were no good and that they had a lot of problems with these chairs." He said he had to order a new power wand and would return when the part came in. Several weeks went by and I was again contacted by the service **** to set an appointment for the tech to return. Again it was approximately 3 weeks before they could schedule in my area. Upon arrival the tech informed me that he would have to remove the chair from the home and take it to the shop for repairs, as it had to be torn apart to fix the problem. At this time, I asked the tech to just replace the faulty chair with a new one and we would return the defective chair to them. I was then told they would return the chair and replace it with a 15% usage charge of almost $150.00 or take the chair, tear it apart, attempt to fix it and return it to us. I then asked what the 94yr old **** was supposed to sit on while they took her chair for an unknown amount of time; to which they had no answer. I then asked if I could return the chair and I would go elsewhere to which they replied I could return the chair for a 15% restocking fee. This item cannot be restocked. It is defective and has been being used by an incontinent 94 yr old! This chair will be destroyed as defective and they are trying to charge a 94yr old a restocking/usage fee for a defective product! I believe this is not only bad business practice but is also abuse of the elderly. She has to pay to return a defective piece of merchandise

  

  Business Response

  Date: 04/07/2023

  We will contact the customer to make sure this concern is resolved with the customer. Thank you, AFW

• Initial Complaint

  Date:04/05/2023

  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 a sectional sofa system 02/23/1923 it was delivered 02/25/2023 . Since receiveing the couch there is an odd rotten meat order in my home where the couch is. I also put in a not so good review for the unit as there are threads popping up daily on all pieces , the wood in the corners creaks, you can hear staples or nails popping when sitting on it and two of the corner units have bottomed out all ready this is in 6 weeks. After i put in the review i received calls from AFW customer service requesting photos i sent the photos and recieved an answer that they would be happy to refund/reselect but it had to be done in seven days (i work full time and live 30 minutes away ) and that i would have to pay the delivery fee to pick it up and a 15% restocking fee . Why should i pay when they sold bad product they should pay and they should recoup from the vendor. I would be happy to select another product but i will need more than seven days and i do not feel i should have to pay the fees for thier faulty product.

  

  Business Response

  Date: 04/06/2023

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

  Customer Answer

  Date: 04/06/2023

   
  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:04/05/2023

  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.

  The date of the purchase is 11/21/2022. I purchase the bed in 4 months of use the paint started to peeling off. I contacted the customer, they are trying to blame me for the defect alleging that I used chemical to clean the bed which I didnt do and who in right mind will clean the bed you sleep in with chemical especially I have little kids laying in the bed time to time and trying to charge me to have the repair done.

  

  Business Response

  Date: 04/06/2023

  We sent out a in home service tech to evaluate the piece at no charge to the customer and the tech evaluation stated that the paint had been scraped off and it was not due to an manufacturing defect. Thank you AFW

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19901687
  
  I am rejecting this response because: they never sent anyone to my house to evaluate the defect. 
  
  Sincerely,
  
  Alfousseyni Dembele

  

  Business Response

  Date: 04/11/2023

  We will contact the customer and set up a tech visit. (As it may be the tech evaluation may have been a tech looking at the provided photos). Thank you AFW

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19901687
  
  I am rejecting this response because: the technician came in to evaluate the defect, he saw the paint was coming off when he touched the footboard, I was informed by the the customer service that the technician said that is not a manufacturing defect, because the paint is coming off only on the footboard that is the argument they told me, which didnt make any sense. I asked them to tell me what causing the paint to come off they could not tell me anything, they were more interested to charge me $300 to do the repair, this is not a good faith to do business. 
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:04/05/2023

  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 over $8000 worth of furniture. I was told there was a 1 year warranty. Was going to have them deliver it but found a cheaper option. Today 4/05/23 four months later I called them because the recliner thread was unraveling. I was told no problem just send them a picture of it. So I did and they called back and said since I didnt have them deliver it the warranty was void because it out of their service area. I was told it clearly said that on my receipt. I look at my receipt and no where does it say anything close to that. So I called back and then they told me it wasnt on their receipt it was on their web page. I said I didnt buy on the web I bought it directly from one of their stores. Ignoring me she said well its on our web page. All that I want is to have it repaired or replace.

  

  Business Response

  Date: 04/06/2023

  The customer has taken the merchandise outside of the service area (From ** to MN). The warranty states "the limited warranty excludes claims made outside of American Furniture Warehouses servicing areas". The merchandise does have a 1 year warranty however the warranty covers manufacturing defects but does not include transportation. If the customer was to bring the merchandise to the Store where the merchandise was purchased and picked up by the customer the merchandise would be repaired at no charge to the customer. The needed repair would only take a few minutes as it can easily be repaired by a minor hand stitching proceedure. Thank you, AFW

  Customer Answer

  Date: 04/08/2023

   
  Complaint: 19901447
  
  I am rejecting this response because: when I purchased the furniture from American Furniture warehouse they knew that the furniture was going to *********.  AFW even offered to deliver.  There was no mention of losing a warranty at that time.  On the day that I filed a complaint, ***** told me that if they wouldve delivered it, it wouldve been taken care of. I was also told I shouldve read the warranty on the web even though I Purchased it from the store.   It would take so little for AFW to make this right.   All that i ask is they pay the price to have the stitching fixed. There are many upholstery shops out here and it probably wouldnt cost much.  AFW can call me and i will give them a list.  I cant believe after spending over $8000. Theyre trying dodge probably under $100 repair cost.  The reason I buy new is to have a warranty. I wouldve never bought this furniture if I wouldnt have a warranty.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/12/2023

  That is fair, we will agree to pay up to $100 dollars for the repair made Locally. Thank you. AFW

• Initial Complaint

  Date:04/04/2023

  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 a mammoth sectional in October and its falling apart. There is no support which is causing cushions to sag and tilt back. The sectional is under warranty and they are refusing to repair it They want me to return it at a loss of 15% To re-elect something else since they admitted this is junk to me on the phone and they dont want me to call in about it again if I get it replaced.

  

  Business Response

  Date: 04/05/2023

  On 04/04/2023 at 12:35:18 AFW agreed to bring it into our service shop at no charge to the customer on service order ********* *** the pick up date was set for 04/04/2023. We had offered a return with a 15% usage/handling fee for the customer having used the sectional for over 5 months. Hopefully the customer will be happy with the shop work coming up. Thank you, AFW

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19894790
  
  I am rejecting this response because:

  I was initially told  too bad so sad  lose 15 percent of your money & pick something else to repurchase from them and that's that!

  Then when I called someone higher up in a different state 

  I was told the same thing and then finally said they would repair.  Feeling strong armed into my lack of options I said ok to the repair since my only other option was to  lose money on their crappy made furniture. Not only that, having to miss work more than once for them to pick it up and return it & no furniture to sit on for how long?

  I have NO faith in this company & want a full refund and they can pick up their junky furniture 

  After having it only 5 months and all the support system has failed or was non existent to begin with as half the sectional wasn't even sat o and that support is the worst  On top of that, it has caused the cushions break down down because of the failed support.

  Also, being told by their own service manager that my expectations for this furniture's quality was too high,, really? now I know and I don't want to deal with this company or own anymore of their furniture  

  What recourse will I have it's repaired and in a month or 5 months same issues happen?  Does the warranty start over at time of repair?

  This furniture is still visually in brand new condition  not a **** on it & none of the pillows were ever used.

  The best outcome to end this and all future dealings would be a FULL refund (not a ***** less) since I also paid delivery fee and they delivered me junk I want that included in the refund  100 percent refund and they pick up the sectional and ottoman.  

   

  I am not accepting a 15 percent usage loss as this wasn't rented I purchased it with the expectation of it at least lasting a year!

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

  

  Business Response

  Date: 04/06/2023

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

  Customer Answer

  Date: 04/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they offered me the full refund and picked up the sectional and ottoman today.

   I should expect the see the full refund in the next 5 business days according to the woman I spoke with last week and find that this resolution is satisfactory to me as long as full refund is returned to me in a timely manner.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2023

  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.

  Purchased 2 bar stools on 7/18/22. I have the receipt. One of the bar stools recently started to peel on the top. They are imitation leather. Also this same stool has an issue with a s**** that holds the legs in place--the s**** comes out. I called and spoke with ***** and he told me to send photos via e mail and then says after I sent them twice they never got the photos and without the photos I have no recourse. I called to speak to the store manager ***** and they refuse to let me speak with her. I was refused by ***** and ****** who both say they are customer service managers. They said they don't care if I report them to the Attorney General. I am prepared to go to the news with this unless something is done to replace my bar stool. Everyone needs to know what they are doing to customers.

  

  Business Response

  Date: 03/23/2023

  Exchanges were keyed yesterday 3/23/2023 for both chairs at no cost to the customer. Thank you, AFW

  Customer Answer

  Date: 03/23/2023

   
  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,
  
  ***********************************