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.

close

Find a Location

American Furniture Warehouse Lifestyle Furniture has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Furniture Warehouse Lifestyle Furniture

  8820 American Way Englewood, CO 80112-7056

  
• 

  American Furniture Warehouse

  2805 N Chestnut St Colorado Springs, CO 80907

  
• 

  American Furniture Warehouse Lifestyle Furniture

  625 SW Frontage Rd Fort Collins, CO 80524

  
• 

  American Furniture Warehouse Lifestyle Furniture

  2570 American Way Grand Junction, CO 81501

  
• 

  American Furniture Warehouse

  500 Pin Oak Road Katy, TX 77494

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/07/2022

  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.

  On August 19th, 2022, I purchased a Shoulder CarbonCool pillow from *** for $69.95 (Customer# **********. On October 24th, 2022, I contacted the business to request a return/exchange of the pillow due to serious concerns over the quality and it's potential impact upon my health- when attempting to remove the removable pillowcase for the pillow to wash it, I discovered that parts of the cooling gel of the pillow had melted and fused to the pillowcase itself. This was a massive concern, because not only was this quite a lot for a pillow, but I realized I had been sleeping with my face on a material that was actively changing its form from a solid to a liquid. Without knowing the chemical makeup of this cooling gel, I have no way to know the potential impacts to my health, which frightens me. In response to my initial call over the phone, the *** employee explained that pillows could not be returned (which I understand for sanitation reasons), but they shared my concerns over the pillow literally melting from me sleeping on it and asked for photos to pass along to their management. After submitting my photos, I received an email stating: "From the photos you sent it does appear this may have been caused by use in the home in a manner which it was not intended for the piece or from over use in one particular area more than the rest," I responded and asked how I was supposed to properly use the pillow. I have never used it for anything past sleeping, and given it's unique design, I could not sleep on other areas past the surface even if I wanted too. They responded that the pillow appeared to show signs of heat damage. I agree the pillow melted. However, they claimed I may have put too hot a cover on after washing. This is wrong, as I am lazy and never put away warm laundry. Given that I have not exposed it to excessive heat in anyway past sleeping, I have serious concerns that this product may pose a risk to my health or the health of others.

  

  Business Response

  Date: 11/08/2022

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

• Initial Complaint

  Date:11/03/2022

  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.

  In April, 2022 I purchased a recliner from The American Furniture Warehouse store. The Address is ***********************************************. I am a disabled Airforce veteran, and I use the chair primarily. In September 2022, the chair was reclined, and it remains in the reclined position. I contacted American Furniture, shortly there after, to find out the warranty on my chair. I was told it was probably the motor. Or something of that nature. The part was ordered towards the middle of The month (Sept). I received the part, Oct 5th and I called and requested a technician to come out & install the part. When the technician came out, Oct 11th and inspected the chair, I was informed that the part they ordered (without actually knowing what the issue was.) was in fact the wrong part. I was informed by the technician, that the part (the switch)would be ordered in a few days. Today is Nov 3rd, and my recliner is still in the reclined position in my bedroom. Ive talk to ***************** every other or so. Im being told that the part is on back order , or that the part isnt available, and could take up to 6 to 8 weeks. Under the warranty agreement the chair cannot be exchanged, because it can be repaired. But at this time there isnt a timeframe of when or if This part will be available.

  

  Business Response

  Date: 11/15/2022

  We believe this claim has already been worked. It shows date filed 11/3 (parts came in) and on 11/4 we sent out the part and on 11/14 the ******* called to set up a tech for 11/17. A tech is scheduled for Thursday 11/17. thank you, AFW

• Initial Complaint

  Date:11/01/2022

  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 a fireplace console, delivered in January 2022. It stopped working within the year and I asked for it to be repaired as outlined in the warranty. **************** told me that they dont have technicians go to my address in Green ****** which is where the item was delivered. I was told I could load the item and return it to *******, ** but if their technician couldnt repair it they wouldnt replace it anyway. They told me to sell it on Craigs List.

  

  Business Response

  Date: 11/02/2022

  According to our records the customer was asked to send us pictures and we would do a return request. We have the pictures and will contact the customer allow a return under warranty. (We aren't seeing any comments referring to ****** List but if that was mentioned at one point our apologies).

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18344180
  
  I am rejecting this response because: AHF **************** received the pictures and contacted me stating that they do not have technicians that service Green ****** (where the fireplace console was delivered by them). They further stated that I could return the item myself (a 2 hour distance one way) for their technician there at the ******* AHF store to examine and assess the repair.  **************** then stated that if their technician couldnt repair the item, AHF would not replace it.  Then Becca of **************** stated that there was nothing they could do and that I could attempt to sell the fireplace console on Craigs List. I called **************** back to confirm that this information was correct and spoke to a young man that did not state his name.  He confirmed that this was correct and that AHM could not service the item here, where it was delivered and that the item would not be replaced as it is becoming close to the warranty expiration date in January 2023.  The response to BBB isnt accurate from what I was told by American Home Furniture and it may be an attempt to prolong the process and not facilitate the repair during the warranty period. 
  
  *********************************************************

  

  Business Response

  Date: 11/02/2022

  The return for full credit has been athorized. Thank you, AFW

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18344180
  
  I am rejecting this response because: I have not made the two hour drive one way to the store as yet so I cant be sure if I will be credited for the fireplace console that is defective or that it will be picked up without charge to me. I would like to comment once I actually make the replacement purchase and its delivered. This could take some time. I dont feel comfortable closing this case when Im unsure if American Home Furniture will follow through with their current statements of reselection, free restocking fee (pick up) of defective console and free delivery of a replacement fireplace console selected.
  
  *********************************************************

  

  Business Response

  Date: 11/04/2022

  We understand...and we will resolve this with you. Thank you, AFW

  Customer Answer

  Date: 11/07/2022

   
  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.  I have made a two hour drive, one way, to the ******* AFW in order to place the re-selection order as required. I now have a new order number and wait for the item to arrive in store to be delivered to me with the defective item picked up at that time, at no charge to me. I am hoping there will be no further issues.
  
  **********************************************************

• Initial Complaint

  Date:10/29/2022

  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 an expensive set of furniture Oct 25 and scheduled it to be delivered and assembled Oct 29. When the delivery crew showed up they were rude and had the word attitude and refused to put the bed together. They just piled everything against the wall and refused to even assemble the bed frame. They put a customer service representative on the phone to and asked if there was enough room to assemble the furniture, which there was and have video of the area. I asked about the return policy and they threatened to charge me a delivery fee and a restocking fee if I returned the furniture. Since I was having a very negative customer experience I asked the customer service representative to please email me his name and the name of the two delivery drivers. He said he would email me that info but never did. I was intimidated to sign that I was satisfied with the delivery but I refused until the bedroom set was assembled. They refused to provide the service that I paid for and left.

  

  Business Response

  Date: 11/01/2022

  The room wasn't ready for delivery due to the customer still having a bed in the room which our drivers don't move in order to set up the bed being delivered. Our drivers are delivery drivers, not "movers", and there wasn't enough room to place another bed in the room. Every customer gets a "delivery agreement" at the time of purchase that goes over this and the customer signs. Thank you, AFW

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18332624
  
  I am rejecting this response because:

   

  The picture I submitted shows plenty of room to assemble the bed and I paid for that service. The delivery crew have zero customer service skills and disrespected me in my own house and refused to do their job. This is unacceptable! You guys are not doing me a favor, Im a paying customer. The way you treat customers is not acceptable. 
  
  Assertively,
  
  *********************************

  Customer Answer

  Date: 11/03/2022

  You can see in the attached picture that the King size headboard fits perfectly with room to the sides and plenty of room to assemble the bed. The delivery crew instead, piled everything up against the corner in front of the headboard refusing to *************. There is plenty of space to assemble the bed frame. They just didnt want to do the work. And on top of that, they had a horrible attitude and made me never want to buy anything from that store again. 

  

  Business Response

  Date: 11/04/2022

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

• Initial Complaint

  Date:10/21/2022

  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.

  My husband and I purchased a several furniture from AFW on 8/20/2022. Right off the bat we were not informed about the product being out of stock. We waited 2 weeks until the delivery date and were told that the bed frame that we purchased will not be delivered. We called and spoke to a manager who gave us another date for the bed to be delivered. We waited that day and heard nothing from the company. We then called again and was then told the product was on back order. We explained to them that we are sleeping on the floor and had been waiting on this for a month now. They did not care about this and was told that they were going to order the bed from a store in ***** and that it should be delivered on 10/16/2022. We waited that day and heard nothing. We called and spoke to another manager who assured us that the bed was delivered at their store and scheduled a delivery date for 10/21/2022. We were again not contacted until past the delivery time when we called and was notified that the bed was missing parts and that the missing parts was is on back order. We have been sleeping on the floor for 2 months and keep getting excuses and stories from this company. They certainly does not care. We were told they did not know when the parts or the bed will be delivered. There is poor quality control and poor service from this company. We are very disappointed and at this point would want this issue resolved.

  

  Business Response

  Date: 10/22/2022

  Our deepest apologies for letting this valuable customer down. The remaining ******************** is in and ready to deliver. AFW

• Initial Complaint

  Date:10/20/2022

  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 a sectional and ottoman 2 months ago. Within one month, we needed to order a replacement for the back of the sectional which cracked everytime we sat down. The replacement we received was damaged within one month and the back cracked and dented when my husband sat down. when the delivery man delivered the sectional i told him i did not want the replacement accent pillows it came with and he kept them. the ottoman the sectional came with caved in when my toddler crawled on it, who is about 20lbs. after sending them pictures of the damage they approved a return for a 15% usage fee, which is $300. They never explained to me that if we had a technician come look at the piece and deem it was a manufacturer defect that they would waive the $300 fee until after they picked up my couch and we paid the fee. now they are trying to charge an additional $300 for the throw pillows that i did not receive with the replacement. i explained to them that we donated the pillows from the first sectional we received because we did not like them. I had an appointment schedualed with a technician for this friday to review the piece, but I received an email from customer service prior to that saying they could approve the return after seeing the damage in the pictures and that they canceled my technician appt. They are now trying to charge us a total of $600 for a defective couch and ottoman and the pillows and did not even explain that we could of had a technician come to look at the item and the $300 fee could be waived if they deemed it a manufacturer defect. i have tried called customer service and no one is willing to help and most reps are either very rude or give contradicting information.

  

  Business Response

  Date: 10/21/2022

  Our records state that the customer didn't want a AFW tech to come to their home to evaluate the merchandise because she said she was already told she could return the set however the customer no longer had the 11 pillows the set came with because she donated them to someone. We also see that at one point we had a tech scheduled to go out to the home to evaluate the merchandise but the customer cancelled, which is confusing because the customer said she was never given the option of having a tech evaluation/inspection? Maybe the customer is saying she didn't know that the tech evaluation would waive any fees if the merchandise was found to be defective. As it is now, the only charge we are seeing is for the pillows which is a fee/charge but we didn't do an additional charge. $299.40 charge for the 11 pillows that were not returned.AFW

  Customer Answer

  Date: 10/22/2022

   
  Better Business Bureau:

  This is NOT true. Thankfully, someone from corporate reached out to me today to apologize that none of the reps explained that having a tech come look at the piece would waive the $300 usage fee. I never said I did not want a tech to come out and I also DID NOT cancel the tech appt. I scheduled the appt for this friday because they told me i needed to have a tech look at the couch before returning, so i agreed. after making the appt i was emailed by customer service saying that they approved my return. when i called back in to schedule the return I asked about the tech appt and they said it had been cancelled, So i assumed they no longer required he tech to look at it before returning. I DID not cancel it, they did. They also failed to mention that if the tech deemed it was manufacturer defect that the $300 fee would be waived. This is why the lady from corporate called me today and explained this was their error for not explaining their return process and the additional $300 usage fee would be waived. She explained she would apply the $300 usage fee I already paid to the fee for the missing pillows and we would not have to pay an additional $300 for the usage fee, and I told her i felt that was fair. Please train your customer service agents to explain the return process clearly, and to be a little less rude to your paying customers in the future. It took over 5 calls to customer service and a bad yelp and ******************** review to get someone who was competent to review my account. all of the previous reps were rude,suggested i was lying, and completely unhelpful. 

  
  
  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:10/17/2022

  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.

  My husband and I have purchased many pieces of furniture from American Furniture Warehouse in the past and have always had a great experience. This most recent experience has really made us re-think our choice in this business. We went in to the warehouse the night of September 21st to look for a new couch. The sales lady was a bit pushy but we didn't mind and just went with our gut on the couch we liked best. We ended up spending almost $1800. The couch was delivered in the afternoon of Friday, September 23rd. The couch was delivered damaged, with one of the cushions having a rip in it. I immediately contacted customer support to inform them of the damage and followed all of their requests (email in pictures). I explained on the phone and via email that it was a large rip and likely sending a service tech to sew it up would not suffice, however, they insisted on this course of action. It took almost 2 weeks for a service tech to come out and look at the cushion for him to do exactly what I expected, state that sewing up the cushion would not fix the problem, as it would likely rip open again. At this point we'd had the couches for 2 weeks and unable to fully use them in fear of the rip worsening. Once the service tech left the home (this was on Tuesday, October 4th), we had not heard from AFW. At this point I was annoyed at the lack of assistance from AFW so I reached out on October 11th to inquire about a return. I'm to the point where I don't trust AFW to follow through on their promise of customer satisfaction, and I don't have trust in the couches. Even if they are to replace the cushion, I don't trust another issue won't arise with these couches down the line. Now I am frustrated because my husband and I are looking at a loss of over $400 to return the couches as AFW is imposing a restocking fee + delivery charge. I am hoping AFW will do what is right and waive these fees as the items were delivered to us damaged and we shouldn't be forced to keep them.

  

  Business Response

  Date: 10/18/2022

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

  Customer Answer

  Date: 11/03/2022

  You can update the complaint to reflect resolved and satisfied with the solution offered. 
  
  Thank you! 
  

• Initial Complaint

  Date:10/17/2022

  Type:Billing 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 October 17, I went to purchase furniture from this store. My card was swiped 6 times leaving my account empty with ****. I tried to resolve this issue with the store manager ***********************, and nothing was resolved. I have attached my account balance showing zero balance and multiple transactions. The store manager and employee denied that my transactions were completed. Even after explaining to the company my card was charged multiple times, my concerns were unattended. My mid-month bills have been overdraft and I don't have any money in my account, nor do I have products. I'm requesting to speak with someone from the company to resolve the issue. I want to be able to buy the furniture I was charged multiple times or be able to go to a competitor. I have attached documentation .

  

  Business Response

  Date: 10/18/2022

  Looking at the account on 10/17/2022 we found that there were 3 attempts to take payment on the customer's credit card on 10/16/22 however the payments were denied each time. Because we were unable to take payment, all 3 attempts were voided. It will show as a "pending" transaction on the customer's credit card but it will "drop off"of the credit card statement very soon (if it hasn't already) due to the action being denied by the credit card provider. A pending status means there was an attempt to take payment but it doesn't actually mean a payment was made by the bank that issued the credit card to our store. We shouldn't have tried to process the payment after the payment was denied the first time, although it would have still shown as "pending", and we don't have control over a credit card payment being declined (or knowledge of why it declined) by the bank that issued the credit card. Our apologies in trying to help the customer in making the needed payment, and making things worse by doing so. Thank you, AFW

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18235573
  
  I am rejecting this response because: It was a debit card purchase. My card was not decline on that transaction. The sales associate stated that your company's system glitch in the middle of the transaction. If my purchase was decline it would have never removed money from my account.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/17/2022

  Type:Billing 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 several pieces of furniture and was told the delivery charge would be 5%. After check out I noticed I was charged 10%. *********** in the store shows my address within the local delivery range it it was un ethical to charge me without my permission. I attempted to resolve the issue with the store manager and received $50 off but after sitting in the store over an additional hour to resolve the find this to be insufficient and I feel the signage needs to be changed to shoppers understand what the actual cost will be.

  

  Business Response

  Date: 10/18/2022

  We apologize for the confusion...the customer's address is basically right on the line in regards to the color coded delivery map sign. Delivery fees are generated automatically by Zip Codes. Our sales manager did authorize a $50 dollar refund as stated in the complaint. Thank you, AFW

• Initial Complaint

  Date:10/12/2022

  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 purchased leather recliners and a leather reclining love seat in May of 2022. The leather is sagging and there are tears and seams coming apart. I tried to work with the warranty department but based on pictures I sent they said its normal household use when it is not. Soon the leather will be stretched out so much it will be dragging on the floor. Now I have to pay a tech to come out for a second opinion. I want a replacement chair or my money back for all items because they are a matching set.

  

  Business Response

  Date: 10/13/2022

  We have a tech scheduled 10/20/22 to evaluate the warranty claim. A $25 dollar tech fee was charged but it is refunded if the concerns are evaluated to be manufacturing defects. Thank you, AFW