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:01/17/2023

  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 night stand with a wire basket in it from American Furniture Warehouse. Upon delivery *************** was busted. The AFW technician said he could not fix the basket and they would bring me a new one. I asked the technician if he was going to take the basket back and he said no, it can't be fixed. So he said toss it and they will get me a new one. (According to AFW customer service because I have no evidence of the technician saying that to me than I have to pay $20 if I want the new basket). My word against AFW customer service. I called customer service twice and they have taken a hard line that one of their people would never say that to me. I said well they did. They won't give me a basket unless I pay $20.00. I have been waiting for this basket since November...today is January 17th, 2023. I should be given the basket not upcharged for it.

  

  Business Response

  Date: 01/18/2023

  We will reach out to the customer and get this resolved. Our apologies! AFW

  Customer Answer

  Date: 01/18/2023

   
  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:01/14/2023

  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.

  Online looks like an antique grey however in person and bought color is an espresso color with silver. False **************** no where does it state in store nor online that color may vary with lighting. Offer me a great discount on the dresser and I will go away but this may not get me no where nor for whom the bed was for. My son who is a 26 year with special needs whom waited patiently 1 month and a half then for the color not what expected. Very disappointed.

  

  Business Response

  Date: 01/15/2023

  The pictures provided by the customer is the exact color of what is in the photo on our website. We will reach out to the customer and offer a return or reselection.

• Initial Complaint

  Date:01/14/2023

  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 leather reclining sofa which has a 5 year warranty, the *************** store has notified me they non longer honor the warranty since they now only have 1 year warranties and said they cannot do anything for me any more ( my warranty is from a purchase 96/02/2019)

  

  Business Response

  Date: 01/15/2023

  We will reach out to the customer to try and resolve their concern.

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, a tech has come and evaluated the problem and informed me this repair is still under warranty and he can get replacement parts to fix the problem.

  I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/14/2023

  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 called the same day Immediately. the Drivers said they had to leave it, I asked to take it with them. said no call customer service. A sectional was delivered to me and it was broken, the back of the couch has some wear on it also. I called customer service and was advised a s**** would be sent to me for me to fix it. then she adv that someone would come out and fix it. I said well it is worn on the long couch in the back already like it was used she said. no it is not used. I said I want to purchase a different couch as the quality is horrible. she said I will be charged for another delivery and 15 percent. This is very unfair when it was a piece of junk that came to me. She said well this is how it is. I tried to state my case and asked for someone else to speak to she said I am it.was very rude. I have bought alot of furniture from AFW and never had such poor customer service as this. I had to pay almost 500 more fo get a new couch and the couch was cheaper than what I purchased. this is so Fraudulant. I will let everyone I know and I will not purchase again due to this extra fee.. The lady on the phone who said she is the manager said well file a complaint then. I said i will.....Order # **G991500 Order Date: 1/11/2023 Exchange ******************* Order Total: $449.58 Subtotal: ($36.00)Delivery: $214.04 Tax: $13.54

  

  Business Response

  Date: 01/14/2023

  We will be in contact with the customer to schedule the return for full credit. Thank you, AFW

  Customer Answer

  Date: 01/15/2023

   
  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:01/13/2023

  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 had an order from AFW which was to be delivered today. The order totaled over $2,000 dollars. The delivery man from AFW was extremely aggressive and abusive towards my elderly mom who was there to receive the order. Completely unacceptable to intimidate and verbally abusive a woman like that. He damaged my door and my hard wood floors by throwing things down and purposely doing these things. He cussed the entire time and was very aggressive. Not only that, but several pieces of my furniture were delivered damaged and installed improperly. I want AFW to repair my floors and my door which they damaged. I bought this house this week and it did not have any of this damage. This is by far the worst experience we've ever had. Additionally we should be partially refunded or given products that aren't damaged. By far the worst thing was the abuse and aggression from AFW employee. You have traumatized my mom and damaged my home. Shocked by the treatment.

  

  Business Response

  Date: 01/14/2023

  With our apologies we are researching this complaint afterwhich we will contact the customer with hopes of making amends. Thank you, AFW

• Initial Complaint

  Date:01/11/2023

  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 $13,000 worth of furniture from this company. There were items that structurally failed and were completely replaced. The second set of failures were on a couch chaise and a tv stand. The chase and the couch has unravelled threads on both the chase and the sofa side. The company sent an inspector to have us demonstrate the failures and observe the condition of the couch. We demonstrated the unravelled threads and demonstrated that both the chase and the sofa were in pristine condition with zero outside influence of the failures observed. We then demonstrated the structural failure to the ** stand, demonstrating a warped wood piece that was causing the doors to stick. The technician indicated that there was no outside influence that caused the board to warp. The inspector failed to accurately notate the discrepancies and failures. The chase lounge was "repaired" with a new cover that does not match the rest of the sofa and is loose. The ** stand was not repaired and returned in worse condition than what is was when it left. The warped board was shaved to clear the door, but still remains warped. The doors do not open and close as designed and are completely crooked. Photos were taken of the incomplete and incorrect repairs and sent to customer service. After battling the customer service department for over an hour, they only offered to replace the tv stand. They wanted to recover the chase a second time. I argued that was still going to result in a mismatch sofa and chase. They offered to replace the entire chase as a "one-time fix' without warranty. Again, I argued that will still not match and was unfair to me as the customer. They stated they will not replace the entire sofa unless they bring out another chase and it doesn't match. We explained that this time line does not reflect how issues were fixed with previous items that were damaged from the original order. They stated they will not replace the entire couch.

  

  Business Response

  Date: 01/12/2023

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

• Initial Complaint

  Date:01/11/2023

  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.

  21st December 2022, bought and paid for Sofa bed, delivered promptly. Total charge $1283.85. After less than one week a tear has occurred at the point where the attached pillows are sewn to the rear frame (see photo). We have reached out to AFW, who say they handle all warranty claims via a third party, who have communicated with us stating its normal wear and tear and not warranty. I have counter claimed that the sofa is not fit for purpose. We have hit a brick wall where I wish to return the goods for a full refund as they will not assume liability for poor goods. They continue to say its not warranty and offer to repair at our cost the product. The sofa we are replacing lasted 18 x years, this piece from AFW ****** less than 2 x weeks.

  

  Business Response

  Date: 01/12/2023

  We will contact the customer with hopes of resolution. The tear was evaluated as customer abuse. Thank you, AFW

  Customer Answer

  Date: 01/15/2023

   
  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:01/08/2023

  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.

  am writing this because I am totally disappointed with customer care service of *******************************************. On 29th December, I moved to my brand new home and was expecting some furniture delivery on 31st Dec 2022. I requested the guys who came for delivery to wear shoe cover, they denied. I requested to take off their shoes as it my brand new home and due to snow/ construction going all around my area, my carpets would be muddy, but the guys refused it. My wife had to let them in for delivery and they need to move to every room of my house for placing the furniture we bought. My whole carpet was muddy and full of dirt and my wife could not do anything. I am asthmatic and allergic to dust/mud and the scene of my new home gave me panic attack. Who is responsible for that?Is this how American furniture deal with their customers? I bought furniture worth more than $13,000.00 in cash. When I saw it, i could not tolerate it and went to American furniture warehouse located at ********************* and talked to manager over there at evening. My sales person from American furniture **** was present there. The manager said he can do nothing. I had another delivery from American furniture on Tuesday 1/03, 10:35 am and this time they intentionally damaged my property. The whole chunk of my front door is taken out, leather seal at front door is damaged, hand railing at stairs are damaged and stairs wall are damaged. This is how American furniture deal with property of customer care? We are from different community and now I feel we are discriminated. Who is responsible for our physical damage and mental trauma? Who will compensate for our emotional breakdown to see such damage in brand new home. I still have some furnitures on the way from American furniture but I dont need it now. There are other furniture house as well who treats their customer in better way. I want to cancel all the purchase and need compensation.

  

  Business Response

  Date: 01/10/2023

  We are currently working on this with hopes of resolution. Thank you, AFW

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18704579
  
  I am rejecting this response because they offered $140 as compensation to the whole repairing process, however 

  I paid $300 just to clean the carpets only. I had to purchase leather weather seal for my front door, joint compounder, wood powder, interior and exterior paints and paints for door. No need to mention the painting brush and labors charge. 
  the American furniture behaved as if we complained for the shake of money, but it took our office hour/ mental piece as one of us (me and my wife) has to stay home to complete the repairing process as labors are at our home for repair. 
  I want American furniture to refund me total cost that I paid for repair. I will submit bills/receipt if required. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/19/2023

  The customer was informed the claim was in review, but chose to purchase materials and make repairs without informing us or getting authorization that we would cover those costs. The customer wants us to pay for the supplies they purchased and their time, but could not provide an itemized receipt of said supplies, and has not sent pictures of the completed repair. In addition, they are requesting we send a repair team out to repair the doorframe. Had the customer not chose to purchase materials and make their own repairs, we could have sent ************* Services (a third party provider) to make all the necessary repair at one time and not pay to do repairs twice.
  
  It looks like we did get ************** receipt just today for $142.25 for 2 cans of paint, caulking, and several different brushes and paint supplies and the weather stripping. But no pictures of the completed repair.
  
  We settled the carpet claim with the customer by refunding $150.00 from the delivery fee. The customer could not provide pictures of the dirty carpet. ************** sales order 16G461360 driver pictures (taken after delivery) show no mud or stains on the carpet.
  
  We feel the offers given would more thanadequately cover the costs needed to repair.
  
  W can still send ************* Services to finish the repair needed, and ask the customer allows us to use Flatiron to use the supplies they purchased and send the customer a check for the $142.25 for those supplies.

   

  Thank you, AFW

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18704579
  
  I am rejecting this response because:

  
  Our furniture was delivered on 12/31. This is the day the incident occurred. We understand the delivery people are not allowed to open shoes however how about wearing the shoe cover? We requested them to open the shoe in the carpet/ rooms as its new home and it was snowing, construction areas and their shoes were dirty. The pictures taken were for the delivery items and not the carpet stains. The very day after our few items were delivered, we went to *** store ******************************************** to report the incident and request if they want to come over and inspect. The store manager said this is not something he handles and call customer service. We left the store. I am asthmatic and allergic to dust. There was no choice left for us than cleaning the carpets on our own.
  
  Next day, we called customers service, they just put us on hold and at the end mentioned we need to be at the store to talk about. It was closed for New Year. Jan 3rd, our second delivery for few other items from AFW, this time whole chunk of door frame was taken out, leather weather seal was damaged, hand railings at stairs were damaged and stairs walls were scratched badly. We went to the store again. This time we had pictures, Manager then handed us the card for ************************* | *************************, American Furniture Warehouse Small Claims and mentioned we would be reached out by them. When it did not happen, we bought items for ********** and contacted our contractor to see if can help us. He then gave us few of his labors number we worked freelance/ afterhours.
  Jan 6,7 still no response so I emailed home damage and complained in BBB. This is when magic happen. Home Damage responded on Jan 10. They offered $140 off delivery fee or store credit $150, we declined and Flatirons home services. We declined the monetary offered and requested if they could send the team for inspect and take care of the rest. Next email ****** only asked for the receipt, my wife emailed back with statement as we had it. Next email, ****** requested the itemized receipt, we reached out to the *********** received the receipt and sent it to ****** again. Next email from ****** was asking for the pictures, we send again. When this became an ongoing and stretching, we decided to reach out our contractor and do it ourselves. On Jan 24th, they agreed to pay us our cost for the item and labor charge
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/05/2023

  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.

  We have made a reasonable request for a full refund of shipping charges for a massage chair that we do not have - two defective chairs were delivered. The first chair that was delivered was defective. For the replacement delivery, the driver refused to bring the replacement chair inside the home to test it with the new remote. The driver seemed hung over, and incredibly nasty, rude, and unprofessional- even his helper was shocked at his behavior and what took place inside the home.We do not have a replacement chair. AFW refunded the chair but only half of the shipping charges.We continue to request a FULL refund for shipping.I mentioned to ******************************* that if this was not remedied fairly, with a full refund for shipping, we would report the store to the Better Business Bureau. He stated that we could go ahead and report them to BBB. He was unprofessional and incredibly rude- he hung up on me and refused to speak to ***********************. Most other salespeople and agents at AFW were reasonable. We are requesting a FULL refund of the shipping charges. Had a working chair been delivered, we would have happily paid to ship it. However, it is not our fault (the customer's) that they delivered two defective chairs and we ended up with no chair at all. Please refund the shipping charges in full. It appears that you paid a total of $3431.30 for your massage chair - including delivery. Our Refunds from the bank were the following $1653.06 1466.30 TOTAL REFUND = $3,119.36 However, we paid $3,431.30 total for the chair, delivery, and tax. We are requesting a refund in the amount of $311.94 for shipping and taxes as we never received a chair and it is an internal store problem that needs to be worked out internally, not blamed on the customer

  

  Business Response

  Date: 01/06/2023

  We will call this valued customer with hopes of resolution...thank you AFW

• Initial Complaint

  Date:01/05/2023

  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 bought a sofa/recliner set (3 parts) from American Furniture warehouse on 11/27/2021 With 1 year warranty = $2315.65 One of the three part SKU #1E-1081PR was delivered on 11/30/2021 Remaining two parts SKU #1E-1081-LC and SKU #1E-1081-RR was delivered on 2/1/2022 We found the cloth of the sofas is getting ripped at many areas and found that the stitching has been coming off. So, we raised complaint in June . We were asked to send email with pictures of damage and sofas which we did on 07/21/22. We send pictures of all 3 parts. A person came to our house to inspect the sofas and took notes the following month. We were given 2 options.1. To replace the sofas with a 15% restocking fee + delivery fees (approx = $450)2. To fix the sofas free of cost.We took the Second option because they said I will be given some time after they fix to test out and If i had the same problem, they will provide with options even after warranty. So, the sofa covers were ordered and we received them in Dec 2022. It has the same stitching. AFW said they will fix the sofas in January and my warranty will end on 1st Feb. On the call 1/5/2023 I am told that if I have the same issue again, i need to pay for everything after Feb 1st. I strongly believe I will have the same issue after fixing as the replacement cover has the same stitch material. So, i asked on 1/5/2023 if I can choose option 1 (replacement). I am told that I cannot return the part that got delivered on 11/30/2021 as it is out of warranty.I would like AFW to fix my 3 parts and give me at least 5 months of warranty extension or refund me for all 3 parts with out any fees. I am asking atleast 5 months of warranty extension because it took 5 months to get the covers delivered.

  

  Business Response

  Date: 01/06/2023

  We will contact the customers with hopes of resolution. Thank you. AFw

  Customer Answer

  Date: 01/06/2023

   
  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. They confirmed that I can return all 3 parts waiving the restocking fee. Thank you for your prompt actions. 
  
  Sincerely,
  
  *************************