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

  
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  American Furniture Warehouse Lifestyle Furniture

  9410 Wadsworth Pkwy Westminster, CO 80021

  
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  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:01/05/2023

  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.

  11/18/22 purchased a kitchen table, two high back chairs and two matching stools. Was delivered late on 12/23. Stool was in unlevel, and table top had a big dent. I pointed it out to the rude delivery driver. He said he would use a stain pen and fix it. Reluctantly I said okay as he is the expert. His SHARPIE was BLACK and the table top is BROWN. There is a two inch ***** that had wood putty used to fill it in along the seam where the top folds down. This is where he used the sharpie. I said no that is hideous and ***** the driver said well then I can take it or you can call customer service. If he took it, it left me with no table the evening before Christmas Eve and I had guests coming the next morning. No choice. I called customer service ASAP on 12/26/22. They asked for pictures which I sent and it was scheduled to be redelivered on 1/5/23 along with the replacement stool. After reading the message about the 1/5/23 redelivery, in the wee hours on 1/523 I realized they were only bringing the stool. The table is back ordered and no date was given on expected delivery. I am done. My time has been wasted. Gas is not free. I went three times before purchasing and the salesman explained the floor model had been beaten up over time and reassured me my purchase would be perfect as ***************** takes pride in quality products. No he does not. Said items are inspected before delivery. More lies. Our money needs refunded immediately so we can get a table to eat from as I blacked out and drove through my home 10/2/22 destroying my old table. Great empathy and satisfaction from AFW. Torture is thieving is my term. Nightmare getting this resolved and felt no other choice. They sure live up to their reviews. Trash!!!

  

  Business Response

  Date: 01/16/2023

  We have attempted to pick up the damaged item twice and the customer keeps refusing to allow us to do so and asks us to leave her residence and property. The customer has also made a claim with her credit card company refuting the charges for all of the merchandise she purchased while still in possession of all items.

  If any of our customers have any problems with their merchandise, we always promptly offer the following to our customers.
  A full refund of purchase price in exchange for returning the merchandise,
  To repair the merchandise for no additional charge, or
  To exchange the merchandise for no additional charge.

  We will, again, reach out to *************** in hope of resolving this matter.

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18690340
  
  I am rejecting this response because: we had setup a replacement for 1/5/23. All set. Afternoon before *** calls and states no go. Says since a dispute they had to come get it. I said no as I want to get it replaced as I wasted time and gas looking and purchasing. They had invoiced me for the replacement. Why?  It was an exchange on their defective furniture. The *** person said pretty much sorry we are picking it up. She was EXTREMELY rude so I disconnected her. We have this all arranged . I said no. Next day their delivery people show up unannounced beating on my second main door to my home. Opening my glass screen door. I do have a doorbell. I was in the basement at the time and heard the beating on my door but they had left by then. I have cameras and checked to see who arrived as I was coming upstairs. As I opened the door I noticed I also had a package delivery. All of a sudden the two men pounced on me with the Afw person who called the day before and said they were taking it. I explained this we all setup and they needed to leave and get off my property. Thier response is inaccurate. This company has done everything to make their defective furniture my fault. I was heart surgery a few days later on explained this is well and their unprofessional customer service was causing me significant health issues. I have worked hard to resolve this and it is setup and last minute changes. I am in the hospital currently. Was rushed here by ambulance after my surgery a few days ago. Still in ICU. Today I get a call from a ****** at *** trying to get this resolved based on my review. I had my hubby return her call at the number provided and nobofy st *** knew who she was. I called from ICU twice today. ***** knew who she was and could not assist. I was so sick and explained I was going to file harassment charges if this did not stop. They need to have ****** contact me once I am discharged. I expect that tone in s few days. Until then I ask they stop harrowing me and figure out how to fix this mess THEY continue to create. Thank you ni have not used the table and will not as countless times they have indicated I am damaging their defective furniture. 
  
  Sincerely,

  
  *********************

  

  Business Response

  Date: 01/24/2023

  Jolina will call the customer in a few days as requested. Thank you, AFW

• Initial Complaint

  Date:12/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction : 11-24-2022 Product ImageHOLLAND QN PLTFM BED W/DRWR,BN Purchase Date: 11/24/2022 09:42 9075215-SS Customer assembly required. AFW does not assemble or stock parts for this item. For parts, please call at **************.1$358.75$358.75 Fulfillment: Taken Additional Comments:You have ordered a Direct Ship item(s),Direct Ship items are shipped via ***** to the Delivery Address listed on your order.,Direct Ship items are not assembled by American Furniture Warehouse.,Direct Ship products are not items we stock locally,they are shipped from the vendor directly. ***** tracking will be provided once it is available. Once items are shipped changes are unavailable including cancellations. If you are wishing to return any of these items you will want to receive them first and then bring them to any of our locations or contact our **************** Team at: **************. Items must be in original packaging.,8501 ****************************************************************** Product Information Qty.Price Total Subtotal:$359.02 Net Amount:$359.02 Sales Tax:$28.70 Total:$387.72 Payment Information CreditDebit3 ($387.72) Total Paid ($387.72 ************************************************** ************** Order # **G512439 11/24/2022 09:42 11/24/2022 09:4 10:45 AM (4 hours ago)to ********************** 1:13 PM (1 hour ago)to me We are asking for further photos of the rest of the bed to show the rest of its condition. If you are unable to provide that, then we are unable to help.AFW Customer Support ******************** ************** KJ 10:45 AM (4 hours ago)to Customer The photos I have provided clearly illustrates the poor quality and failure of the product.Since you are ******* your Company's, (AFW), responsibility, I will pursue other actions to resolve this problem.

  

  Business Response

  Date: 12/30/2022

  We will reach out to **************** to reach a resolution.

• Initial Complaint

  Date:12/26/2022

  Type:Delivery 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.

  Item was purchased on 12/24/22 for $280.00. Picked up the item as instructed and the furniture piece came with defective legs. Notified the company, and they said that I would have to drive the item back to the facility, which is 45 minutes away one way, in order to receive an exchange, this is the third item I have purchased from this company, and all three items have been defective or have had some type of issue with them.

  

  Business Response

  Date: 12/27/2022

  We addressed ********************** concerns yesterday; this issue will be resolved on the 28th. To note, we have signage, and it is clearly stated on our website...  "AFW will not pick up any items that we did not deliver; if you picked up your purchase from an AFW dock, or had it shipped to your home, you are responsible for transporting it back to AFW. Customer is responsible for all transportation fees." However, we are taking care of ***************************** concerns as a valued AFW customer. 

  Customer Answer

  Date: 12/31/2022

   
  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:12/23/2022

  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.

  We purchased 2 recliners 18 months ago. One has started making noise so we contacted the warranty department because the chairs have a 3 year warranty. They have sent repairmen 3 times. The 1st time the chair didn't make any noise. The second time it and they determined it was the motor going bad so they ordered a new part. When the part arrived they said is wouldn't fit because the manufacturer had changed the couplings. We received the following email yesterday " We have heard back from the parts department and are unable to order parts. We can offer a return with a 20% handling fee meaning and a $79 pick up fee that will be taken from the return amount. Please let us know if you would like to move forward with the return. Thank you AFW Customer Support ******************** **************. I called the ***************** store where we purchased and spoke with a manager and he advised he would send them an email as he agreed we should not have to pay. They called us back and advised that since they couldn't get the part we had no warranty. This is not right, it is just plain lousy customer service!!! We should not have to pay just because they can't get the part.

  

  Business Response

  Date: 12/24/2022

  The manufacturer warranty for the motor is 1-year as stated on their website...  "ALL OTHER PARTS - One (1) Year Warranty: All other parts not specifically listed as being warranted are covered under a one year limited warranty against defective material or workmanship. This warranty is limited to repair or replacement of the defective part such as table tops, latches, hinges, transformers, handwands, massage/heat and electrical system components."

  As AFW is not the manufacturer, we offered a reasonable solution. We will reach out to the customer in hope of a resolution.

  Customer Answer

  Date: 12/28/2022

   
  Better Business Bureau:

  The response was not satisfactory as we have a 3 year warranty that was provided to us when we purchased the chairs. But the business did reach out to us and replaced the chair for the cost of delivery which ix satisfactory to us.
  
  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:12/22/2022

  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.

  We ordered a furniture set about a week ago and scheduled delivery for 12/22. Because of frigid temperatures in a real feel of negative 42. We called yesterday the Thornton ******** location to ask if they are still planning on swinging by because many businesses are closed. On that phone call they told us that we would have a 30 minute heads up, we live 15 minutes from the delivery location. Great sounds good Then we get a call saying that the driver is there right now. We told him that we're 15 minutes away and that we were expecting a 30 minute heads up. The driver said I'll call you back and hung up. Not soon after we got a call from dispatch. Dispatch said that it doesn't matter that we were told that we were supposed to get a 30 minute heads up that it's a courtesy call and not everybody does it. Upon explaining that that's unacceptable. The gentleman proceeded to argue and become rude. So I hung up the phone. I expected better accommodation that didn't happen and we were told one thing and another thing happened. That's unacceptable when a house move is already stressful. This needs to be fixed.

  

  Business Response

  Date: 12/23/2022

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

• Initial Complaint

  Date:12/15/2022

  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 filed a warranty claim on November 30 regarding my sectional two motorized recliner not working. One wont go down and is open the other clicks hard and struggles to go up and down. On December 1 I received a response verifying my address. Since then, I have not received any correspondence. I have sent 3 emails inquiring when a technician would be out to fix it with no response. I am disappointed with the lack of communication and a sectional I cant use now. Plus, my living room is not big, to have a footrest permanently up has been a problem. I would like my two motorized chairs fixed. The sectional was expensive and bought less the 3 years ago.

  

  Business Response

  Date: 12/16/2022

  We will be reaching out to the customer via the phone number they provided to try and resolve their issues.

  Customer Answer

  Date: 12/17/2022

   
  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:12/12/2022

  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.

  On the American Furniture Warehouse website, the company talks about 1. Customer Experience 2. Giving Back to Community 3. Commitment to Employees 4. Quality you can trust 5. Excellent Customer Service.On 07/29/22 My beautiful Wife made a purchase at American Furniture Warehouse for nightstands in the amount of $869.23 and then my Wife paid $89.00 on 11/29/22. It has been 150 days since my Wife paid for Furniture at the American Furniture Warehouse. On 12/09/2022 and 12/10/2022 American Furniture Warehouse made contact with my Wife, and She was so excited. My Wife got a text message from American Furniture Warehouse: " AFW Status Notification: The scheduled appointment with AFW for ******************************* is scheduled for 12/10/2022. Please make sure to put animals away, please keep children out of the way, and please clear a pathway for our AFW employees, especially in inclement weather. Your time window is between 8:30 am and 11:00 am. We have your address as **********************************************************." They called back, only to tell my Wife, there would be no delivery and no sure date of when We would get our Furniture. I had cleared out our bedroom and made it ready for the furniture to be delivered, only to have to put it back. Furthermore, my Wife has attempted to contact *************************, with no luck. This is the sales representative. Core Values: 1. Customer Experience, which states that Customers are the reason that they have been around since ****, yet our customer experience was terrible, why? Our Race? Our Age? Core Value one failed. 2. Giving Back to the Community is great, but ********************* and I are part of the Community and if we share our experience in our ****************** about not getting our furniture or great customer service, ******************** loses that community connection, due to bad practices, Core 2 failed. 3. Commitment to Employees, if this were true, Employees would be able to tell us where our furniture is. Core 3 failed, & 4 & 5.

  

  Business Response

  Date: 12/13/2022

  Our apologies that the vendor ship dates (to us) were pushed out. We are also sorry that this valued customer decided to cancell their order due to this disappointing situation. Thank you, AFW

• Initial Complaint

  Date:12/11/2022

  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 visited the ******************* AFW on 12/7/22 & an employee at the store, *********************, assisted us. He was training a female employee but he was the one answered our questions. I explained that our moving truck was delayed until next ********* needed a comfortable sleeper sofa because I have a fractured back. I had researched their website & was interested in the Nemoli Queen ******* with memory foam. I took a screenshot of the advertised sleeper showing the mattress. They only had the couch version & not the sleeper version but **** said they had the memory foam mattress there, just on a different sleeper. He walked us over to that different sleeper that was displayed & had us lay on the memory foam mattress, which we loved. We said we would like to purchase the sleeper if he could verify that it was the same mattress we would be getting. **** looked it up on the device he was carrying & said that it was. We had the sleeper transferred to the ******************* store & my dad picked it up in his truck when it arrived on 12/9/22. Once we got it home & opened the sleeper, we immediately could tell it was not the same mattress from the advertisement online & what **** had us lay on. I compared the photo of the mattress in the advertisement online & laid on in the store, which was plain & white. The mattress we received was yellowish with a floral print and did not feel the same. I called the ************ said he would need to talk to **** to figure out what happened. **** called on 12/11 and said the mattress we laid on was actually $200 more and was a health memory foam one. He said he was going to try to get the mattress exchanged for what we were told we were getting in the store & the online photo since we explained that was false advertising and unethical. My husband brought the mattress in & manager ************************ said she could not honor it. She offered to only make us pay 100 more for the mattress we had been told we were getting originally. We could not afford it.

  

  Business Response

  Date: 12/13/2022

  We will reach out to the customer with hopes of resolution. Our apologies in making a mistake due to the sleeper does come with a memory foam mattress however there is a upgrade mattress available that was shown to the customer.Thank you. AFW

• Initial Complaint

  Date:12/09/2022

  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.

  Bought a bed frame from this AFW. This morning they came to deliver. They dropped all the pieces in my room and I thought they were going out to the truck for the hardware to assemble and they simply LEFT. They did not leave ANY hardware for me to assemble my bed (which they are supposed to do) and left without saying a word. We were told by our salesman that they would assemble this, they did not and didn't even leave any means for us to assemble on our own. I want a refund of my delivery fee. They also left a huge gash in my drywall when bringing in the pieces. I want AFW to pay for this to be fixed.

  

  Business Response

  Date: 12/09/2022

  Per our records the customer didn't have the room ready for delivery and assembly due to a preexisting bed being still set up in the room. We don't move or remove existing furniture. Our drivers put the merchandise in the home and then asked our drivers to leave which they did. We suggest that this customer contacts our customer service with their concerns. Thank you AFW

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising 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.

  This is the second sofa my wife and I bought from American. We had to refuse delivery because the product was damaged. While it was being delivered our walls got damaged. One of the workers name was *** was actually helpful while the other was rude. Somebody needs to come and fix the dame caused on the wall. Also the sofa we bought pervious from American was a lemon. Kept having techs come fix and it never got fixed.

  

  Business Response

  Date: 12/07/2022

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