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:12/02/2022

  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.

  I bought a sectional in March of 2022 and it comes with a one year warranty. The back cushion on only one section of the couch is sunk in and has no support. I called the store and they sent out a technician on a Saturday and I was told that I would receive a call that night or on Sunday. Today is Friday and I had to call them back. The manager said that he saw a dog collar in one of the pictures and that is was the result of my dog sitting on the back and customer use. 1. It was a cat collar that my dog plays with because it jingles. 2. My dog is a shih tzu and less than 20 pounds and has never been on the top of the cushion. 3 My cat likes the other side of the couch where the window is and that ******* looks brand new. The other parts are sat on as much as that portion and they are still holding their shape. This couch was the first new furniture I purchased and it was supposed to last a while. The technician told me this happens to all the couches of this model and that whenever I want to sit there I have to unzip the cushion and fluff up the inside.

  

  Business Response

  Date: 12/03/2022

  Being this is a type of a pillow back sectional...the back pillows need to be fluffed from time to time like any pillow. No need to unzip anything...just a few gentel pats will do the trick. Thank you, AFW

• Initial Complaint

  Date:11/29/2022

  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.

  Purchased a lift chair **** call for repair in *****, repaired and returned. Then 11-4-22 needed different repair, parts not available until end of December. Chair has not been used because of needed repairs I requested new chair or refund was informed a 15% usage fee will be charged. That is not acceptable as chair apparently defective when first purchased and delivered to me.

  

  Business Response

  Date: 11/30/2022

  As stated on our website under ************************************************ limited warranty will commence on the date you receive your furniture, referred to here as Warranty Commencement Date. For the first year from the Warranty Commencement Date, your furniture is warranted against non-excluded defects in workmanship or materials to the original purchaser (See list of exclusions below). During the 1st year from the Warranty Commencement Date, American Furniture Warehouse (AFW) will repair or replace (at no cost to you) any defective part(s) and pay all authorized labor costs associated with the repair or replacement of any parts to be found defective, at AFWs sole discretion, to the original purchaser only, so long as parts are available from the manufacturer. Purchaser is responsible for transportation costs if not initially delivered by AFW.

  The needed part was ******* to the customer 11/29/2022 and should be arriving soon and from there the customer can call AFW customer service to shedule a in home service tech to go to the home to install it (no charge).

   

  The 15% fee to return the chair is a usage fee as the customer has used the merchandise approximately 5 months (or had in their possession). Thank you, AFW

• Initial Complaint

  Date:11/26/2022

  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 filed a warranty claim on a Sealy mattress that was purchased in Jan 2021. After a year and a half, the mattress started making intermittent squeaking sounds after laying on it for a period of time, usually during the middle of the night. We contacted AFW and they dispatched a technician. She was told it was an intermittent issue and only happens after the weight of two people have been laying on it for a period of time. Her pushing on it with her hand a few times was not going to make it squeak because that is not enough compression and for a long enough duration of time. She also noted that while the slats of the bed were properly spaced, they were not attached. This was a bedroom set that was delivered by AFW approx. 8 years ago and had never been moved since it was delivered, so they had not attached the slats. However, it did not affect the support of the mattress in any way since the technician acknowledged that they were properly spaced. We were informed that the warranty claim was denied because the technician could not get it to squeak. We subsequently provided an audio recording of the squeaks that we were able to capture one night and e-mailed it, but never heard a response back. This is unacceptable customer service. Our entire apartment is furnished through AFW and this was our second mattress purchase. We have been loyal customers and are disappointed with how our mattress warranty claim has been handled. It took 3 phone calls just to get a response after the technician visited and each time we were told we would hear back within 48 hours. It took another 3 calls after that to follow up after sending in the audio recording of the squeaks. The squeaks make it difficult to fall back asleep. I am astounded that AFW would not stand by the products they sell, particularly when the issue with the mattress falls under the covered warranty provisions and we provided audio proof of the squeaks.

  

  Business Response

  Date: 11/29/2022

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

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18465345
  
  We are tentatively rejecting this response because AFW indicated they would be contacting us with respect to the complaint, but we have not yet had any contact from them. Until we have heard from them and there is resolution, the complaint should not be closed.
  
  Sincerely,
  
  ***** & *********************

  

  Business Response

  Date: 12/07/2022

  A return invoice was keyed on 12/01/2022 with a full refund authorization. We will again contact the customer to clearify that we have met resolution. Thank you, AFW

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18465345
  
  I am rejecting this response because:

   

  The technician from *** that evaluated the original mattress noted that the bed slats were not attached to the bed frame as a side note. The bedroom set, as well as all the furniture in the apartment, was purchased at *** at the same time as the mattress in Dec 2013/Jan 2014 and was delivered and set up by ***, So, the *** delivery crew left off the screws that attached the slats under the mattress to the four corners of the bed. The receipt was discarded since it has been years since the set was purchased and there was no need to keep it. Inexplicably, *** is not able to look up the purchase order from just 9 years, which should easily be accessible since the record should be housed in the *** computer database at *** headquarters. I am wondering whether I need to contact, or visit, *** headquarters in ********, as their accounting department should have a record of this purchase since everything is computerized and it should not be hard to find a customer record. Alternately, the mere fact that we have the bedroom set and the original mattress was purchased through *** at the same time should be proof enough that we own the ****** bedroom set, so providing a sales order seems moot. Since *** still sells the bedroom set, I don't know why *** can't simply send the four bolts that attach the slats at the four corners to easily resolve this issue and maintain customer satisfaction for an issue that was caused by the original *** delivery crew since they left off the bolts.

  This is the response I received from ***:

   

  Your case # is:*******
  
  Case Information:
  I'm so sorry to get your hopes up. I have searched and searched for another account with that ****** bed sales order. Unfortunately, I cannot order parts for you for it without the sales order. I have however attached the parts list, hopefully this will help you at the hardware store. Again my apologies.
  

   

   

   

  
  
  Sincerely,
  
  ***** & *********************

  

  Business Response

  Date: 01/06/2023

  We will again contact the customer so that we can hopfully come to final resolution. 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.

  It took just short of almost 2.5 months to finally get resolution on a couple of issues from the date the original claim was submitted. It didn't need to take that long. I felt it was a process of jumping through barriers that *** would continually put up. *** customer service reps should be empowered to make logical, common sense decisions based on the facts at hand and not appear to follow a play book that just says no. We have been loyal customers and furnished our entire apartment with *** furniture and have made additional purchases from *** recently. This warranty process has left me feeling unnecessarily disappointed in ***. That said, I am relieved that we have finally achieved resolution. The *** employee, ******, who came to our apartment to resolve the last issue, was great and I give him high marks.

  
  Sincerely,
  
  ***** & *********************

• Initial Complaint

  Date:11/21/2022

  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 purchased 2 couches from them on February 15, 2022. They have a 1 year warranty. A spring broke in the seat of one of them and poked a hole in the fabric. A technician came to see the problem. They say it's from customer use. Am I not supposed to sit on them? They want $268 to recover it. It's under warranty. $268 is what I paid for it. I would appreciate your help in this matter. Thank you .

  

  Business Response

  Date: 11/22/2022

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

  Customer Answer

  Date: 11/28/2022

   
  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:11/18/2022

  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.

  Date of purchase 7/18/2022 Purchased a rug from this company online 4 months ago with the company stating the order will be processed within 5 days. It's now 4 months later and still have not recieved the product. I have tried to contact them multiple *********************** and recieve automated messages delaying. The rug has been awaiting shipment now for 4 months after i first contacted them asking for a shipment date. After further researching of the company found too numerous to count other people like myself that were charged and didn't recieve any product.

  

  Business Response

  Date: 11/18/2022

  This complaint against AFW is incorrect. This complaint should be for ACF Wholesale. AFW is not affliated with ACF in any way. Thank you, AFW (Amercian Furniture Warehouse)

• Initial Complaint

  Date:11/15/2022

  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.

  While our couch was still under warranty the motor died. American furniture warehouse said they do not make the motor anymore and there was nothing they could do. While under warranty they refused to service our couch. **************** was useless. They were contacted before 11-9-22 about the issue and the motor had been replaced 3 times prior.

  

  Business Response

  Date: 11/16/2022

  On our website under "Warranty Exclusions"...Pet damage (which this piece has) "the warranty does not apply". It also states under Post 1 ************ Parts Warranty "AFW will follow the manufacturer's warranty after the 1-year Warranty Commencement Date. AFW's liability is limited to the replacement of the covered defective part(s) ONLY, and only if parts are available from the manufacturer." Thank you, AFW

  Customer Answer

  Date: 11/23/2022

  Hi,

  I missed the window to respond but I disagree on the pet damage or that parts weren't available as they were before, and I can go find the motor online currently. 

• Initial Complaint

  Date:11/15/2022

  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 bought our couch on November 9, 2019 and at the time of sale was told it had a four year manufacturer warranty. Since the purchase, we have had the motor replaced on the couch three times. Last week, it broke again. It is currently in a position where the leg rest is up and cannot be put down. I filed a claim through AFW's warranty department. I initially asked if there was a way we could receive either a credit towards a new couch, or even a free removal of this couch if we purchased another one since this one is clearly defective. I was not those were not options. I then decided to move ahead with the warranty fix since we did not have an option to purchase another couch with any type of credit for our malfunctioned one. I was then emailed back and told there would suddenly be a $49 fee since it had been more than a year, which made no sense since we were told the manufacturer had a four year warranty on the couch. I then called and asked to speak to a manager, and was told that they did not have a manager, so I spoke to the customer service "manager." I told her that we should have a four year warranty and she asked me to hold briefly. When she came back, she told me that even if they did send a technician out, they couldn't order any parts or fix our couch because the manufacturer has discontinued that couch and the parts for it. Again, I asked since this was the case, if we could have some credit towards a new couch (even if it was just as simple as removing the current broken couch that is still under warranty). I was told there is no program like that and this was not an option. I was told to try to sell it third party (which I won't do because I would never put someone in the situation that I am currently in). So, now we have a broken couch that is still under warranty but cannot be fixed and a company who sold it to us who refuses to be of any help or support to their customer.

  

  Business Response

  Date: 11/17/2022

  On our website under "Warranty Exclusions"...Pet damage (which this piece has) "the warranty does not apply". It also states under Post 1 ************ Parts Warranty "AFW will follow the manufacturer's warranty after the 1-year Warranty Commencement Date. AFW's liability is limited to the replacement of the covered defective part(s) ONLY, and only if parts are available from the manufacturer." Thank you, AFW
  

• Initial Complaint

  Date:11/14/2022

  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 were scheduled to have our sectional delivered on Nov 14, 2023 between 8-10:30 AM. My spouse and I were home this entire time. My husband received avoicemail stating that we missed our delivery but this was not the case as there delivery truck never arrived. We even offered **** doorbell evidence that the delivery truck did not arrive. There was no doorbell during the delivery window. American furniture warehouse accused us of doctoring the ring documents. Now they will not deliver our sectional in a timely manner and want to charge us a $45 change fee. I would like the delivery of our sectional completed in a timely manner. It would also be nice to get an apology from American furniture warehouse for basically calling my husband and I liars since they accused us of photo shopping our Ring documentation which is ridiculous.

  

  Business Response

  Date: 11/15/2022

  On 11/14 we talked to the customer and apologized while rescheduling the delivery as well as waiving the $45 dollar fee. 

• Initial Complaint

  Date:11/09/2022

  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.

  Purchased a hide-a-bed sofa on the merchants website and arranged for pick-up at a local warehouse. Unwrapped the sofa and discovered it had detached legs that needed to be screwed on. The manufacturer failed to provide pilot holes for the legs, therefore we are unable to attach. Without the legs the bed is unable to pop out due to leverage. Spoke with the customer service person and they informed me this is common and that they can send a technician to us for a fee or we will have to drill holes ourself. (We dont own a drill). Or we can pay $95 + 15% restocking fee to have them pick it up as a return. We paid $800 for something we cant use.

  

  Business Response

  Date: 11/10/2022

  The holes (to attach the legs) are covered with material. Simply grab a ******** s**** driver or a pointed object and feel around on the corner by pushing the pointed object where the hole would be to for the leg and push the pointed object into the hole. Then push the leg in or line up the leg with the hole and use the s**** provided (depending on the manufacture...could be one way or the other). Pretty easy. Thank you. AFW

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18381883
  
  I am rejecting this response because: Upon receipt of the sofa, we did cut away at the fabric covering the bottom to find any holes for the legs. There were none. (See submitted photos) When calling your customer service help line, we were informed that this is very common and that she will send a technician out to assist within 2 business days. (This situation is not ideal, but having accountability and fixing the problem wouldve been great!) After being put on hold while she checked technician availability, she returned to say a technician will NOT come to take care of the problem and instead, we must drill the holes ourself. After informing her that we dont dont own a drill, she responded very rudely saying a technician can only come if we pay a service charge and theyre not available until next week. We informed her that the sofa that we paid for is useless without the legs attached because the bed doesnt come up while its slammed onto the floor like this. Now we have guests coming for a family reunion tonight and no pull out bed for them to use. We would happily return the useless sofa, but would still have to pay the restocking fee AND pick up fee even though this is a manufacturer defect and no fault of ours. This lack of integrity by American Furniture Warehouse is appalling and frankly, embarrassing that their name claims anything American. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/15/2022

  We do have customers that sometimes can't find the holes to use for putting legs on and later are able to find them. The pictures included here show that the holes are indeed covered up by material. Thank you, AFW

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18381883
  
  I am rejecting this response because:
  We did remove the fabric to see if any holes could be found, however, there were none AND now we also have a torn up couch.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/01/2022

  The holes should be under the black material which looking at your pictures is showing to still be there. We were unable to look us your acount when using your name, phone number and email address. May we ask that you email us and ******************* with the name and phone number we would have on file for you please. If you have the customer number or invoice number available that would be very helpful. Thank you, AFW

• Initial Complaint

  Date:11/08/2022

  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.

  I Purchased a couch from this place and it came damaged, I filed a complaint with the company only to be told I could return it and pay 15% . Ive have the couch for 5 days and the middle of the couch is sunk in and cushions too.. its not a new couch. It was also supposed to come with a cord to plug into the ********* didnt come with that so the feature to plug in a phone doesnt work or cant be used without that cord.. so I paid for a couch that is sunk in & cant ise the feature which I purchased it for.

  

  Business Response

  Date: 11/09/2022

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