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

  
• 

  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:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HORRIBLE EXPERIENCE/LACK OF TRANSPARENCY! I was initially excited to have a salesperson help me decide on my Loveseat and Couch for my Airbnb. I was concerned about getting a couch that reclines but she said I would have a 3 year *************** use, by my family as a test run, and we had an issue with each item. The cup holder on the Loveseat spills the drink when you put the seat down and the cup holder on the Couch won't close. I called warranty **** multiple times. I was told they would not help me because these items were being used for commercial use. One person told me I had a 90 day warranty but then she never called me back. I told them the Salesperson helped me knowing I was starting an Airbnb. Today, I went into the store to talk with the floor manager who stated he did not know the rules and that he would have a customer service Manager call me. Long story short, when I did get to speak to someone she said she was sorry the Salesperson was not aware of this policy but that didn't change anything. I wasn't going to get any ***************** I advised her that nothing I signed showed the "Commercial Warranty". information and I didn't know this was an issue since the salesperson assisted me knowing full well I was starting an Airbnb. The Representative then said, :We assume people know they can go online to look at the exclusions." I told her that was not satisfactory as many older people do not go online and it is the salesperson's job to know this important information & give us correct warranty information. In other words the Salesperson can tell a buyer anything they want to get a sale & if you take their word, you are out of luck. Had I been told this up front, I never would have purchased my items at AFW. It is unfortunate that they did not step up to fix cup holders. It wasn't even a recliner issue. Instead, I will never shop their again. AFW accepts no responsibility for their associates error or their lack of transparency regarding their Warranty.

  

  Business Response

  Date: 02/18/2023

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

• Initial Complaint

  Date:02/12/2023

  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.

  Purchase made at American Furniture Warehouse in *******, ******** 0n 12/28/2022. This recliner itself is poorly constructed. The nails sticking out of the arm (as you are sitting in the recliner) on the inside facing the seat cushion are dangerous. Asking AFW to pick up the faulty piece of furniture and refund the purchase price to the purchaser, my son.Item : I-569GR SWVL GLDR RECL-SLATE

  

  Business Response

  Date: 02/13/2023

  We show no record of the customer attempting to contact us about this concern, so we will reach out to try and resolve her issue. 

• Initial Complaint

  Date:02/08/2023

  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 1/21/2023 I bought 14 pieces of furniture. (1) was damaged & (1) was wrong. I talked to *********************** on 2/6/2023 & submitted a BBB request. It got lost. I have (2) pages written & several photos to send, but I was needing to tech me how to send them. Call me **** **************.*****

  

  Business Response

  Date: 02/09/2023

  1. This customer came into the store saying the ******************** that was delivered is firmer than the show floor model and it was explained to the customer that this was due to it being brand new and the showfloor model has been broken in somewhat. 2. The customer was upset due to the battery pack wasn't plugged in and it was explained that it is recomended that the battery be fully charged just prior to use the first time. 3. The customer said the color was incorrect on the sofa, saying it looks almost black however when looking at the pictures the customer provided it looked brown just as it should be. 4. The customer said we delivered the wrong entertainment concole. We delivered the 65" however the customer said he wanted the 84" and now he wants the 84" for the same price as the 65" which we will not do (the 65" was returned at the time of delivery; NOTE: The invoice says 65"). The customer threatened law suits even though we offered a full refund with the return of the merchandise. As it stands now we have flagged the account as "DO NOT DO BUSINESS WITH" although the offer of a full refund with the return of the remaining furnture is still offered (as long as the merchandise is returned in the same condition that the customer recieved it in). Thank you, AFW

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19368607
  
  I am rejecting this response because:
  > *****************:
  > I would rather talk to you. Your company @ ******************************************************** is crooked. 
  > I was told by your manager basically s**** myself (*******). Witnesses were *****************************, who witnessed the fraud/theft/false advertising on 1/21/2023 by *** ************* my salesman. Also, was witness to the sarcastic financial harassment from (*******) store manager & for some reason another employee as a witness. 
  > 1) The comment to replace part of A1-40029 damaged from as he says ***** ????. Not replace the $548.00 PWR lift recliner-Cognac. Thats your policy ****?
  > 2) Because of the salesmans mistake, in fraud & false advertising knowledge, I will give you $100.00 off. That was a spit in my face. I fill my house ?? & have visited your store (4) times, gave $640.00 deposit on furniture ordered on 1/21/2023 & Im being harassed financially. Great management skills.
  > 3) He bragged about being the warehouse manager for 10 years. Im terrified to see how new employees are treated.
  > 4) I should not have trusted ***, but read the small print that stated the 65 that was in the warehouse that his company delivered on 2/3/2023 wrong.
  > 5) That we can cancel the purchase that was the salesmans mistake. 
  > 6) He gave me a number of ************** to contact because I mentioned the Better Business Bureau in regards to Fraud/Theft/False Advertising.
  > PS: Saturday 2/4/2023 I called ************** & talked to (***) & she said we cant talk because I used my right to contact the (BBB) is this crime was not resolved by your company ***** *************** up the phone witnessed by ***************************** again. She has witnessed all (4) trips to American Furniture Wharehouse & the verbal comments from (***) @ corporate headquarters.
  > I see ******* & *** would rather have the public see what type of business since **** **** you have built up. There is a few minor issues that your $300,000,000 million dollar company in 2022 & chooses not to. Thats my situation. Contacting The Better Business Bureau is not a federal offense, but my right when people like you ******************* from us daily.
  > To conclude: I hope you enjoy the money you stole from, my (82) year old mother with Stage 4 Cancer & the (8) kids from ages (2) to (29) that i support under ******* Brothers Program of *******.
   

• Initial Complaint

  Date:02/07/2023

  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 7/17/2022 I purchased a leather sectional from American Furniture Warehouse in ******** **, I paid ******** and set delivery for 7/30/2022. When the delivery guys arrived and set the furniture up I sat in all the chairs that reclined and noticed that the armless recliner was making a cracking noise when you went to recline it so I refused the armless recliner and was told they would bring me a new one. The next week they bring me a new recliner with the same problem, sent it back. The next week being the third time at my house its the same results armless recliner still cracking when you recline it. I contacted customer service and spoke with a guy named ***** and told him I just wanted to return the furniture for a full refund, he said that wouldn't be a problem I would just have to take pictures on the furniture because it was leather and make sure it was still in good condition. I took the pictures and sent them in and never heard anything back about them coming to pick up the furniture. a couple weeks go by and I called customer service again and I spoke with a woman who's name I can't remember but she told me the same thing as ***** which was to take pictures and send them to her which I did and she received the pictures and saw the furniture was in excellent condition and she then set up a time where they would pickup the furniture. When they credit *** credit card I see they only refund me ******** so I call customer service again and asked them why am I not getting a full refund when I never received the furniture in good condition. I was told they charge a 15% restocking fee which comes out to ******. I don't think I should have to play a restocking fee when this seems to be a manufacture defect.This was a 6 piece leather sectional with ottoman so 7 pieces in total. Sales Order# **F164329

  

  Business Response

  Date: 02/07/2023

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

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19345445
  
  I am rejecting this response because:I was told they would credit me all my money back and so far I only received ****** and it should be ****** so they still owe me 231.51.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/17/2023

  The remaining refund of the delivery fee is in the works. Thank you, AFW

• Initial Complaint

  Date:02/03/2023

  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 this massage chair on April 20, 2021 . It includes a 2 year AFW warranty, per the receipt and salesman, and email. Plus it has a 5 year MFG warranty. Currently there is an issue with the connection to the remote control which leaves the chair stuck and unable to control. I believe it's a solder joint at the connector to the remote, because if you wiggle the connection, the chair begins to operate normally momentarily. I don't know if it's the remote side or the chair side. I have been contact AFW to have the repair made. The 1st email I sent to them received a reply "we don't order parts for items not in warranty".I replied we bought it 4/20/2021 which is 22 months ago, therefore it's in warranty at AFW, plus covered the 5 year MFG warranty. ******* has an address of: address of ************** ***************************************************************** intersection, *************., ************, ****** They have not responded to emails, and do not answer the phone. They said it would cost $85 for the remote. This is not honoring a warranty.I then went online to give a review to the chair. I gave it one star and stated they do not fulfill warranties. This post was never put on their website. Not only that but there are NO reviews under 3 stars. Which is highly unlikely. I believe they are violating the FTC's- Consumer Review Fairness Act: and blocking unfavorable reviews. They then reached out in a messenger txt, stating they have a 1 year policy on items, and they are not responsible for the repair. I have enclosed the receipt, emails, and txt messages. Basically upon purchasing, they stated 2 years warranty, and 5 years MFG. They are now saying 1 year per the web page. Although the 2 year was also reiterated in the initial email response again. I want this chair fixed under the warranty I deserve. I also want to be able to write an honest review for others of the issues under this bait and switch warranty they offer.

  

  Business Response

  Date: 02/04/2023

  This IRest chair does come with a 2 year warranty so this is covered under warranty. We will contact the customer to get this resolved under warranty. NOTE: In most cases if the customer unplugs the chair for 10 min and then plugs it back in and runs a full cycle this will "reboot" the chair and it most likely will be good to go. Thank you. AFW

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 19327896
  
  I am rejecting this response because:  If I disassemble the chair myself I void the warranty.

  I am being offered full warranty service, good, but need to pay $79 for shipping?? Or i can bring the chair in myself?? 

  One of my original responses from the company was for $59 plus parts a repairman would come to my house to fix the problem. This is a 600 lb chair, they are not designed to be moveable. Per the warranty only a certified tech is to dissemble or it voids the warranty, is your shipping company ***************?  I am not a certified tech.   This response is just trying to make the repair more difficult on me, as well as void the warranty, and put a tremendous amount of work into a simple problem. 

  I also did not see a resolution in regards to my FTC Consumer Review fairness act complaint. They are not allowing my 1 star review on their website. In fact there are none below three stars and it appears they are not following this act. I am entitled to give honest reviews per the law, and this interaction deserves to be noted.  Per this act EVERYONE is allowed to write an honest review. I believe everyone should also understand the warranty difficulties before spending $3500 on a chair. 

   

  This is what I want-  I want a service tech to come out and bring a remote, or ********* me a new remote- i can plug it in myself, and this should be done under warranty. if that solves the issue we are done here. If not, we can have a tech come out to replace the chair side of the connector.    

  Run this past your tech support ------   The issue is not a reboot of the chair. I tried that first. This is a solder joint issue at the location where the remote connector plugs into the chair connector near the seat on the chair. If the connection is wiggled, then the chair functions completely normal, MOMENTARILY.  I don't know if the solder joint is broken on the remote or the chair side of the connection. More then likely its the remote side, but without a being a certified tech, using an ohm meter, I cannot be for sure. But to bring the whole chair in to fix a possible plug and play issue is incomprehensible.. 

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

  

  Business Response

  Date: 02/13/2023

  We reached out to ****************** on 2/10/23 and have ordered the part, at no charge to the customer and will have one of our technicians install the part once received... again, at no charge to the customer, as his chair is currently under warranty. We are hopeful that when the part is replaced, it will resolve the issue with chair. Otherwise, we are willing to bring the chair into our shop and further address the issue, at no charge to the customer. The warranty for all of our massage chairs are 2 years. We have never sold a massage chair that carried a 5 year warranty. 

  Customer Answer

  Date: 02/19/2023

   
  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:01/26/2023

  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 7/03/22, my wife and I purchased 2 identical leather couch recliners for an out the door price of $2960.08 from American Furniture Warehouse on ********. in ********, **. Once delivered on 7/10/22, we placed one against the ** wall of the Living Room and the other against the ** wall of the Living Room. We used only the one Couch Recliner for TV viewing, etc. Within several months, I noticed my seating area was beginning to drop and create a dip or hole when sitting. I am 6 feet tall and weigh 190 pounds. Because my back was beginning to hurt after several hours of sitting, I decided to change the two couches, and start sitting on the other to see if there was a difference. I immediately noticed the seat area of the second couch to be much firmer and was working for me. Because of this, I felt the first couch was defected. Either lack of padding inside the cushion area or possibly a structure support underneath?I decided to file a complaint with American Furniture Warehouse. ****** said than done! After numerous phone calls from many different numbers, I discovered you cannot talk to a live person. I was continually re-directed to their website AFW.org. I filed a written complaint, giving most all of the info as outlined above. I was e-mailed back thanking me and advising me someone would get back to me in 48 to 72 hours. That was Case# ******** on 12/7/22. An employee/inspector, came to my house a week or so later and looked at the couch. He even sat in the spot that was in question. He never looked underneath. Note: this person was a black male weighing approximately 250 pounds. He left after *********************************************************** Never heard from anyone again.So, I refiled the complaint word for word a second time. Case# ******** on 1/4/23. I was again told via e-mail, that someone would contact me in 48 to 72 hours. No one ever did. I finally received a message stating, "This is not a manufacture defect. It is due to how it's being used in the home." I could not believe that response. In what way??? I am only asking for a identical replacement or a refund of half the cost of the original order. Because of the loss on our part, I am being forced to submit this to a Small Claims Court and let a judge decide.Thank you for any help you can provide me in this matter.*********, ***** and ********************* ************ Sales Order # **F000269 Customer # ********* Date of Transaction 7/3/22

  

  Business Response

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a bed from American Furniture Warehouse and had it delivered to our home. I had to take the day off of work to ensure I would be home while the bed was being delivered due to multiple past delivery's with this same company that have gone bad. When the bed was delivered and while the delivery crew. was putting it together I was informed that the bed post cracked and they would need to take the bed back with them and deliver a new another day. After they wrapped everything back up and put it back on the truck, one of the delivery guys had setup a new delivery date for two days later. Once again I had to take off of work and when the new bed was delivered I noticed it was all wrapped up in the same blankets and tape that was used to wrap up the bed that broke. I asked the crew if this was a brand new bed and they said absolutely. After they put it together and left I took a closer look and realized that this was the same bed that they delivered to me the first time. They brought the bed back to the warehouse and tried to repair it and then brought it back to me passing it off as brand new. I called AFW and spoke with customer service and they offered to replace it with a new bed. I said I wasn't interested in taking off of work again to have them come and replace it. They then said they would give me $100 back and void the year warranty on the bed. After I told them I wanted to speak with a manager they said they are the highest level I can go and I have no other options. I called the store in ********, ** to speak with a floor manager and after waiting on hold was told to leave my name and number and a brief description of what happened and they will have a manager call me back right away. That never happened and no one at this company is taking responsibility to handle this situation properly. This is not the first time we have had issues with this company or the Furniture they sell, but this is the last time I will ever buy from this company again.

  

  Business Response

  Date: 01/24/2023

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

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon returning and receiving my warranty couches my wife was told that they wouldnt fit in the house. I told her to ask the deliveries to leave the couches in the garage, so that way I can put them in when I got home upon that request they were very rude and told my wife they arent leaving anything because theyve already tried and done to much work. When she informed them I was going to put the couches in they said we are not professionals and they arent covering any of our s**** *** with this rudeness my wife did react and told them they cant just take our couches because now we have nothing to sit on and relax. She informed them I would get it done since I wasnt lazy. They took that as her calling them lazy and they went on a rampage saying that because Im Mexican doesnt mean we can out work them. So with this my wife was livid. They proceeded to fight THEN call their manager accusing my wife of being rude and only showed their part after they plainly egged her on and played victim. So they are charging me restocking fees and delivery of items that werent delivered and taken back Id like a full refund for both sets for the disrespect and conniving ways of their deliverers.

  

  Business Response

  Date: 01/24/2023

  We request customers to measure their home to assure the merchandise will fit without damaging the home or the merchandise. If the merchandise is to too big to fit in the home and damage does occur to the merchandise or home customers will untimately hold us responsible for the damage regardless if our drivers bring the merchandise into the home or if the customer brings the merchandise into the home. We will contact the customer with hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:01/19/2023

  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 couch from American Furniture Warehouse. Manufacturer: ****** Furniture. Couch developed holes in the frame of the couch and the seat cushions. Called AFW, they sent out an agent. The American Furniture Warehouse agent determined the box spring of the couch was installed upside down. The couch springs extend upward instead of downward. They picked up the couch for repair. Repair ticket# **F990746. American Furniture Warehouse put new covers on the sest cushions, replaced the seat deck. Added 1/2" foam under the seat deck cover. They did not turn the box spring over. The couch was assembled incorrectly. The spring set was installed upside down.

  

  Business Response

  Date: 01/20/2023

  Per our records the tech did question if somehow the springs where installed upside down however when inspected in our service shop they were not. Needed repairs were made at that time under warranty. Thank you, AFW

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising 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 previously filed complaint: ********. The resolution agreed upon at the end of the complaint was a full and complete refund for the couch I purchased and then had to return due to extensive quality issues. The original purchase price was: $3567.73 and I have only been refunded $1399.25 and $1700.78, leaving a difference of $467.70 that was not refunded. The resolution I agreed to that would conclude the case was a FULL refund including restocking fees. The business has not honored their agreement by not refunding me the full purchase price.

  

  Business Response

  Date: 01/19/2023

  So it looks like the original delivery fee of $195.10 did not get refunded. If you take the total from her second delivery $3400.03 and subtract the 2 amounts she said we refunded $1,399.25 and $1,700.78 you get $300 Then we refunded the fees of $120 and the fee for the pillows she threw out of $180 = $300 She has been refunded in full except for the original delivery fee of $195.10 which we will process.

  Customer Answer

  Date: 01/22/2023

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