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

  
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  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:03/20/2023

  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 husband and I bought a sectional and recliner chair from AFM for $3,000. Less than a year later, the recliner leg rest would no longer go back down. A technician came and tried to fix it and mention they put the wrong parts on for the leg rest to fold. The tech setup an appointment to be fixed but later on called back stating they were unable to fix because the sectional was disconnected and only offer us $75 on a chair we spent $528 on. All we want is someone to fix it or make this issue right. Why would you sale anything that has been discontinued.

  

  Business Response

  Date: 03/21/2023

  We are not finding an account under the name, phone number or email address given here. We will call the customer with the phone number provided with hopes of resolution. Thank you, AFW

  Customer Answer

  Date: 03/21/2023

   
  The account is under *************************** name.
  
  Thank you,
  *************************
  

  
  

   

  

  Business Response

  Date: 03/22/2023

  We were now able to find the account. It could be that our offer was misunderstood. We would be happy to allow a 75% credit with the return...not $75. We will contact the customer with hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:03/19/2023

  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.

  Bought matching couch, loveseat, dining room set w 6 chairs and a patio set in October of 2023. With exception to the patio furniture, EVERYTHING has had to be repaired by AFW. Couch was repaired 2 times in home and 1 time in their repair shop. The couch had the drop down table that kept coming out. The frame was coming apart, there were extensive water stains on the PLYWOOD drop down table. Reason for the plywood part will become clear shortly. Anyway, after the 2 visits to the house to repair the couch, it was decided that it needed repaired in the shop. They picked it up, had it for 4 days, called and said it was ready to be delivered. I asked about all the water stains that were on the drop down tray were ALSO visible on ALL of the PLYWOOD framework under the couch. Extensive water damage under the couch. Plywood was basically black in large areas of the underside of the couch I have attached a picture of the drop down table for reference. After the repair shop conferred with customer service, it was determined the couch was water damaged and would be replaced. I thought that was the end of it. BOY was I wrong. The new couch was delivered and set up. We tested the couch and found it in working order. I checked the underside of the couch frame while the delivery crew was unloading from the truck. Was clean, no stains, BUT....it was OSB board. OK, Furniture made with this stuff all the time. Would have preferred plywood, but. After about 3 hrs after delivery we started having issues with the cat and dog sneezing alot when they are in the living room. Then we noticed the EXTREMELY heavy chemical smell coming from the new couch. The closer you get, the stronger it gets. Smells like a morgue. Formaldehyde! Now the humans in the house are having slight breathing issues, burning eyes, and scratchy throats. Tried calling AFW about it..get run around. Call warranty, call cust service. DON'T BUY FROM AMERICAN FURNITURE WAREHOUSE

  

  Business Response

  Date: 03/21/2023

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

  Customer Answer

  Date: 03/21/2023

   
  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,
  
  ***********************

   

  Business has decided to completely refund for the items in dispute.  

• Initial Complaint

  Date:03/16/2023

  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.

  I purchased a double recliner chair from American Furniture Warehouse in *******, **, which was delivered yesterday, 3/15. The company unboxed and unwrapped the chair per their policy, which we were not told of at the time of purchase, when we selected the delivery option. When the chair was delivered, the delivery men unloaded the chair in the rain, and the product was wet. I was dissatisfied with this, so I opted to return the chair the next day. I was told I would be charged a handling and delivery fee, equaling $174. I was not told this information by the first customer service representative that I spoke to the day of delivery, but instead, I was told this information today, 3/16, by the current representative whom I spoke to at approximately 10 am this morning. I am utterly dissatisfied with the entire process. We would like this fee of $174 waived, and to have the chair returned, using delivery, free and clear, given that it was the company who inflicted the damage to the chair.

  

  Business Response

  Date: 03/17/2023

  3-16-2023 On return order 84H592932 a full refund was approved. Thank you! AFW

• Initial Complaint

  Date:03/15/2023

  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.

  I purchased a large sectional couch from American Furniture Warehouse 12/18/2021 for $1,974 that came with a 1 year warranty. I really like the couch but the fabric began to split and rip apart at the seams on every cushion. I contacted AFW to report the issue in November 2022 (prior to 1 year warranty expiring). They sent out a service tech that took a couple pictures and then I was not every followed up with. I continued to follow back up with AFW. I learned that this is a common issue / complaint with this couch and that they should be able to have the manufacturer send new covers for the cushions. However, the manufacturer is overseas and not willing to send any parts and no longer make the couch. I was also told that if I send in pictures of the couch they may be able to offer store credit for me to purchase another couch. It would be discounted for the time it was in my house, about 15%. I would have been ok with that. I had to conitnue to reach back out as they did not follow up to my e-mails. I was finally informed that there is nothing they will do at this time as they said the were and tear on the couch was too deteriorated. The couch does not get a lot use and is typically covered with blankets and pillows. They said there were stains on the couch and there is not 1 stain on this couch. I was very disappointed in the response they will do nothing. I then called the store to speak with a manager who looked into my case and explained that my couch was in too poor condition that the only thing they would do is to have *** bring in the couch and they would charge me $45 an hour to have someone stick the tears. I am appauled with lack of service and support for their products. A couch should last more that 1 year or less. The last couch I purchased from AFW had lasted much longer than that. I really believe this is a terrible way to handle this situation as this is a situation that they have had with most of the people that purchased the same couch. I'd like to know if anyone was able to get a better resolution. Would ***************** like to know this is how repeat customers / clients are treated??????? I would have been fine with store credit or refund, but do not appreciate how I was treated or this situation was handled. What happened to caring about the client and the product you sell????????? I would be happy to send pictures if you would like.

  

  Business Response

  Date: 03/16/2023

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

  Customer Answer

  Date: 03/18/2023

   
  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:03/12/2023

  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 from AFW February 2022 for $3,000.00. The sectional was dropped in my front lawn in a snow storm. 4 months later June 2022, I called the **************** to file a complaint as I was seeing wear and tear along with collapsing of the sectional. A tech was sent at that time where he took photos of the sectional as well as the ******* leather conditioner I had In my home. My warranty was void to not using AFW recommended products. I disagreed as the wear and tear was only in one area, not the whole sectional where I had once used the the conditioner to shine the whole unit. I have been argued with via email with unprofession customer service reps. *** shut down. Finally received a call July 16th from a woman from corporate I believe.. whom reported they would not refund. I have been asked for a copy of the policy for my assurance and have not been provided but ignored. The rep promised to call me back with a resolution as she could not answer my questions. 9 months later no response and have been advised my act was flagged. I have bought from AFW for 10 years straight and have never filed a claim until now. There has been no mediation. I was requesting a refund or exchange due to i feel poor quality product. I expect a loner lifespan on a $3,000 purchase. Through this i have made my own touch leather touch *** for my homes appearance. However the sectional collapsing and unaable to recline or closing of 3 seats is un livable. They have shut me down and flagged me. Please help me by reaching out to AFW to make this right. (PHOTOS ATTACHED ARE OF COLAPSING, SECTIONAL NOT ABLE TO CLOSE AND NOT ABLE TO RECLINE) PLEASE REACH OUT TO AFW FOR WEAR AND TEAR DISCOLERATION PHOTOS AS I HAVE SINCE TOUCHED UP FOR HOME APPEARANCE).

  

  Business Response

  Date: 03/15/2023

  Pillow back sofa's will need to be "fluffed" occasionally by simply patting them by hand (this is not a indication of the pillow being defective)...much like any pillow that is used including pillows used in bedding. As far a customer using a leather cleaner/conditioner on leather it is always best to test the product as instructed on the leather cleaner/conditioner bottle lable in a area that is inconspicuous. And be sure to not over saturate the leather...only using small amounts. Using the wrong conditioner or over applying it does not mean the leather is defective. Thank you, AFW  

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19587284
  
  I am rejecting this response because: My issues were not addressed or clarified but the response was irrelevant to my complaint. My complaint was not of unfluffed pillows. My complaint is that the 2 sofas are collapsing, and 1 recliner does not go back in but stays out. Another sofa does not recline at all (see photo of handle and no recline) Also, the conditioner caused damage is an assumption by AFW that has not been proven to fact.  I disagree with the assumption that AFW is claiming that the conditioner I used caused the fading to the sectional I purchased.  I believe that if the conditioner was the cause of cosmetic fading, the whole sectional would have had visible damage not just on specific area(s) as I conditioned the whole sectional with the conditioner, not just that specific area. I know your tech took photos of the fading. I have sense touched up as AFW was not helping me.  I feel a $3,000 purchase should have lasted more than 4 months. 

   

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

  

  Business Response

  Date: 03/21/2023

  We were looking into repairs but then we looked at the pictures she sent vs the *** techs pictures (where there was ********** of a mech issue mentioned) and we had concerns. We noticed that ************* had been moved her picture (left); it is on carpet and the *** techs picture (right)it is on a hardwood floor. Mechanisms dont just bend/break like that without more than a little effort. Customer abuse is not covered by a manufactures Warranty against defects.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19587284
  
  I am rejecting this response because:
  

  The sectional has not been moved as i still reside at the same ******** upon purchase.BBB, it is obvious that AFW is seeking any rebuttle to not mediate with the customer (myself) as there has been 3 different accusations for not mediating. First conditioner use, second recommend "pillow fluffing", third  is abuse. I am unclear how I could abuse 3 sitting chairs to cause the unit to not recline or close. This is clearly a manufacture defect and poor quality. Here are the facts: I purchased a $3,000.00 sectional. 3 months later reported I was unsatisfied with my purchase as I was experiencing defects.  As any personal would expect a longer livetivity for the purchase prices. AFW as you can see has fought with the customer (myself) throughout the process instead of highlighting customer satisfaction. Here we are one year later rebuttling an issue that could have been resolved. I am in awe on how this is being handled and the unprofessional throughout the process. I am requesting a full refund or exchange. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/23/2023

  Hi BBB, your mediation availability isnt working as it wont allow us to utilize it. It doesnt allow input or scrolling.

   

  We will contact the customer and set up for a full refund even though the customer said the sofa wasnt moved in the home...which we assumed due to her picture showing it to be places on a carpeted room and our tech picture showing NO mech issue at all and it had not been reported at the time of the customer call that her leather conditioner damaged the leather and even though the customer said she had to because our drivers left it sit in a snow storm that is untrue as well. Our drivers took picture of the requested curbside delivery and not only was there no snow on the ground. There isnt a cloud in the sky. To have bent a reclining mechanism This badly would take some strong effort. Again we will pick this up for a full refund as long as the customer doesnt destroy the sofa even further and flag the account DO NOT DO BUSINESS WITH. There is no need for mediation.

   

  Sincerely,

   

   

  *****************| **************** Director American Furniture Warehouse *********************************************************** O: ************ | C: ************ | E: ********************

  
  

  Customer Answer

  Date: 03/27/2023

   
  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:03/04/2023

  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 sofa sectional from American Furniture Warehouse in ********, ********. I selected the item after seeing it on the floor. When the item was delivered, the mattress included was different from the mattress on display. The mattress that was delivered is memory foam and at 68, it is too short for me. The mattress that was on display is a spring mattress and at 72, it is the correct length. When I tried to exchange the mattress, both at the store in person, and by calling customer service, I was told there was no way for me to get the mattress that was on display when I purchased the couch. I was also told it would cost me 15% of the purchase price to return the sofa. At this time, all I would like, is that American Furniture Warehouse provide me a mattress like the one that was on display when I purchased my sofa.

  

  Business Response

  Date: 03/05/2023

  We will reach out to the customer to resokve the matter.

• Initial Complaint

  Date:03/02/2023

  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.

  Date of Transaction August 2022. After two weeks I noticed an issue with one of the sections on the couch. The back support beam was broken, you could not see it with the naked eye, but you could feel it. In addition to that we noticed a side of the ottoman caving in. AFW sent out a tech which verified the issue and set up a repair. Fast forward a couple months, the ottoman caved in again. AFW sent out another tech, at this time I asked for the product to be replaced. AFW decided to repair the item again, then proceeded to tell me that no one should be sitting on the ottoman. I rarely use this couch or the ottoman; however, furniture is made to sit on or put your feet on. After paying thousands of dollars for a product I feel it should last. Also how are you to tell a customer what they should or should not do (such as sitting) on furniture. Then last week I finally had time to sit and enjoy my couch. Normally my family sits in the same spot, so I figured we need to move around to break in all the cushions, so I moved to the other end when I found the support beam arm was also broken. You could not see this either, but my hand landed in the perfect spot to feel the broken piece. I placed another call for a service tech, where AFW set up another repair. With all the tech visits to verify the issue, then pick up + drop off, AFW has been to my home 8 times. After this repair that will make 9 total visits + taking personal time off work for each of these visits. AFW has yet to offer to replace the product when I have asked numerous times to do so. The techs have been very supportive and the gentleman dropping off the items have also been great. The product sold by this company is poorly made. Even with another scheduled repair it does not eliminate my concerns with the quality of the product. At this point I am reaching out for legal representation.

  

  Business Response

  Date: 03/03/2023

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

• Initial Complaint

  Date:03/01/2023

  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.

  I purchased as sectional in July 2022. I filed a warranty claim because the couch was sinking (which the technician told us was a broken kick panel- which caused the cushions to sink) and the couch was VERY pilled. I was then called by the company stating that I had to pay 25% because this was considered normal wear and tear after only having the sectional 7 months. My bottom literally hits the wood when I sit down. They will not fix the problem and instead are charging me. They will fix the kick panel, but then will charge me to fix the cushions, even though according to their own technician, broke down BECAUSE of the broken "warranty covered" kick panel. I will also get charged the trip fees if anything is actually done because they sold me a faulty product. The 7 month old couch looks as though I have owned it for 10+ years. There is zero chance this is normal "wear and tear." Which, again, the technician that came to look was appalled at how horrendous the couch looked- yet "customer service" that called is claiming normal wear and tear. Totally different conversation than I had with the gentleman that was here. I would like a FULL refund including delivery fees on this piece of garbage I was sold so I can purchase something that will last longer than 7 months elsewhere please. Thank you for your time.

  

  Business Response

  Date: 03/02/2023

  Although we feel that the merchanise was heavily used to the point of being abused we were able to contact this customer yesterday and agreed to picking up the merchandise for a full refund with no pick up fee or usage fee even though the customer has been using the merchandise for 7 months. Thank you, AFW

• Initial Complaint

  Date:02/21/2023

  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.

  Bought furniture in July using their in house financing, no interest and had paid it off in 2 months. After a month the couch was sagging in most of the areas to sit. Had filed to have the company do their warranty work and was told after it was returned that it was a design flaw. So I called to see about getting it either fixed or a refund. They stated that they will refund some money, minus a fee to pick up furniture and a fee for "usage" which turns out to be roughly 500 or more dollars. The bed we bought at same time is flawed in design or their incompetent installation. I spent around 5k that day. Having a couch and bed fall apart in such a short time is ridiculous.

  

  Business Response

  Date: 02/22/2023

  The usage fee is for having used the sectional for approx 8 months...we will contact the customer with high hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:02/18/2023

  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 purchased a sectional on July 18, 2022 for roughly $1800 delivered. Upon receiving it at the end of July we used the couch normally (ie. Just sitting on it). Within a few weeks the foam padding on the couch had begun to sink into the frame to the point that we were sitting on the wooden frame. I submitted a warranty claim, and the tech came out and agreed that it was not normal wear (this was Sept 2022). The corners were sagging, frame was squeaking, back of the arm was crunchy, and the wooden frame was protruding.We sent the pieces off to be repaired, and received them back in October 2022. We continued to use them, but noticed after a few weeks that there was similar defects. It continued to worsen, so in Feb 2023 the same tech came out. He agreed that the wear was not normal wear and tear, and filled for a return.All I requested was an exchange for similar item or store credit (not even of delivery fees). I was told I could return the items, but since it was damaged due to being used (apparently, sat on) that I would only receive a 70% credit.This is clearly a manufacturer defect (even the manufacturers warranty says that cushions are covered for at least a year, up to 5 years) and the fact that we are sitting directly on the wood makes it difficult to use

  

  Business Response

  Date: 02/21/2023

  We evaluated that the customers concerns are not due to manufacturing defects (we don't know what is going on in the home as far as what the merchandise is being subjected to). There is also pet hair and stains on the merchandise which is worth mentioning. We feel that offering a 70% credit with the return of the merchandise is a very reasonable offer. Thank you, AFW

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19430394
  
  I am rejecting this response because:

   

  For one, the technician who came out expressly said that the damage was not due to normal wear, he stated that it was not something he had seen on this model couch before, and was a defect.

   

  Second, the couch is simply being used. It is less than 7 months old, and shows this wear within 2 months of being delivered and being repaired. The couch is simply sat on, nothing else is going on. I'm not sure what American furniture warehouse is implying but the couch is simply used as a couch. 

   

  As I noted with the tech, our dogs have a separate area in the house, and even he noted that he always sees they aren't around the couch. We have cats, hence the hair, but since I'm not wanting a return due to it having pet hair that seems irrelevant.

   

  The couch is sagging into the frame, the seat squeaks when you sit on it, and the armrest crunches when you touch it. None of those are normal wear.

   

  I have picked out a couch of lesser value (but more than 70%) which I am happy to exchange for (and even pay delivery costs) should afw agree.
  
  Sincerely,
  
  ***********************