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

  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

  
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  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:03/14/2025

  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 have been customers of *** for the past 16 years. Majority of our furniture have been bought from ***. Recently we bought 2 sofa sets from American Furniture Warehouse in October of 2024. The quality of the sofas are subpar. We regret this purchase!!! The sofa had a saggy cushion when delivered which *** said that theyll replace it within 1-2 months. It has been 6 months since I have been chasing them for an update. There has been NO UPDATE from ***. They reached out on 03/09/2025 telling me that someone will call on Wednesday (03/12/2025) to schedule a delivery. It is 03/14/25 today and no one has called so far neither responded back to my emails. They are just giving unnecessary run arounds. A VERY-VERY BAD BUSINESS practice!!!!

  

  Business Response

  Date: 03/14/2025

  We will reach out to the customer and get this resolved. There seems to have been an error between our main operating system and our scheduling software. We apologize for this very inconvenient issue.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 23066225
  
  I am rejecting this response because

  The least they could do was to call and update that they cannot come. There has been no communication. I sent 2 emails to the *** customer service asking for a status update on the failed delivery. No response from them until now. 
  
  I had to accommodate my work schedule for this. Communication is a key. You cant just ignore the customer. Please fix this sofa as soon as you can. All the cushion are sagging. I dont expect this from a 6 months old sofa.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/21/2025

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

  Customer Answer

  Date: 03/28/2025

   
  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. We have resolved the issue to my satisfaction.

  Thank you.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/01/2025

  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.

  I purchased a mattress from the store. My boyfriend at the time was with me. When I went up to the counter, I paid for the mattress and got a receipt. It showed his name, and he told me that he put it under his account because he already had one. However, the sales person never said anything about *** not recognizing me as the legal owner because they put the outchase under the account they create at the store. Nothing in the terms or on the receipt state that the account they create is what they consider ownership of the merchandise. Years later, I filed a warranty claim on the mattress. I gave my name, address, and phone number. They came to my house and did a Warranty inspection, which ended up being approved for a full refund to my rmail address. I was told it would go back on the credit card that it was purchased on. I haven't gotten the refund, so I called. They told me a check was mailed to my ex for the amount of the refund. I was told by multiple people that it was their policy to refund the card it was purchased with, but they chose to bypass that policy in order to not refund me, the person who actually purchased the mattress and was in possession of the mattress. I was never told that they wouldn't view the mattress as mine because it was under someone else's "account." *** had no problem coming to my home and doing a Warranty inspection on the mattress, speak9ng to me about the mattress, and working with me on the return. I've even provided the credit card statement in my name showing the purchase, and they fraudulently sent the money to someone else. When I called today, the "customer service" agent told me he needed to call them because they would only speak to them abiut my mattress. She then hung up on me.

  

  Business Response

  Date: 03/02/2025

  Hello. We are looking into this. Refunds are always generated in the manner in which the order was originally paid. We are looking into the situation and will reach out to the customer to try and resolve the matter.

• Initial Complaint

  Date:03/01/2025

  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 2/25/2025 I purchased an office set of three items from a sales associate at the ****************** location. I made the purchase over the phone and paid for all three items through an email link. During that conversation, the sales associate informed me that one of the items (******** Credenza Desk) needed to be ordered from the manufacturer. He stated that it wouldn't be an issue but that it would take a month to ship. Today, 2/28/2025, I received a phone call from the same sales associate stating that if I still wanted the desk, that I had already paid for, I would need to pay an additional $700. He stated that this was due to it being a special order item. He clarified that he didn't know it was going to cost additional money when he took my payment and sold the item. I drove to the Englewood store and made contact with Store Manager *******. I informed her that I had been misled about the price of the item that I had purchased. Additionally, I informed her that I would not have purchased if I had known the true amount nor would I have gotten rid of my previously owned office furniture. I informed ******* that I no longer wanted the three items, two of which had already been delivered, and that I wanted a refund. ******* apologized for the conduct of her sales associate and offered not to charge for the pickup of the furniture. However, she stated that I would still pay the $250 for restocking the furniture as it had already been delivered. ******* and I argued for approximately 15 minutes over the fairness of the fee given the circumstances. Eventually, I agreed to pay the fee despite being deliberately misled on the price of the item I was purchasing. ******* attempted to refund me for my purchase. She handed me a receipt that was $200 over the amount that I had paid. I notified her of the discrepancy and she spent approximately 30 minutes attempting to calculate the correct amount. I never got the refund and agreed to pay the $700 additional

  

  Business Response

  Date: 03/01/2025

  We will contact this valued customer to make sure all is well. Thank you, AFW

• Initial Complaint

  Date:02/17/2025

  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 twin Therapedic Cloud mattress On February 19, 2023 at American Furniture Warehouse in *******, *******. I noticed the mattress over time has been sagging in the center and I am having to sleep on the sides of the mattress. On February 4, 2025, I submitted a warranty claim to American Furniture Warehouse. My claim was denied because the sagged area should be one and half inches deep and the sagged area is normal because that is where I sleep the most. I contacted ****************************** and I was referred to where the mattress was manufactured in ********. I called them on February 17, 2025. They said they could not help me and referred me back to American Furniture Warehouse. I have had mattresses for over 20 years and I have never had this problem. It does not make sense for a mattress to sag in the middle after only having it for only two years. My back lays in the middle of the mattress and it should not do this.

  

  Business Response

  Date: 02/17/2025

  We will reach out to the consumer in hope of a resolution.

  Customer Answer

  Date: 02/24/2025

  This was finally resolved with American Furniture Warehouse with a positive outcome. They agreed to accept the mattress for a refund or replacement.

• Initial Complaint

  Date:02/05/2025

  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.

  On December 30, 2024, I purchased a Dunleith Leather Motion sectional. On 1/11/25 the day of receiving the sectional, a chair broke apart. It was left and I called to have a specialist come out to check the piece as it was protruding out and lopsided. It did not line up correctly with the other pieces. I later purchased another piece and after it was installed, there were large gaps in between the seats. On January 18th a specialist, "*******" came to my house and determined one piece as "defective" and the other two as "broken and damaged". I was told that three new pieces would be delivered on 1/25/25, only to find out that it was never scheduled. In speaking with *****, the store manager, he arranged to have the pieces delivered on 1/26/25. After receiving the pieces one of the nonreclining pieces did not match up. It was suggested by delivery that I put a power recliner next to a power recliner. I was charged $452.70. ****** ******** in accounting told me that I would be refunded $290. 25. There were six transactions on my **** to credit this purchase. After writing "a review" suggesting consumers not buy this product, I received a phone call from ******* ******, the ************* Specialist". I told ******* of my frustrations. He said, "I don't think you needed to buy a power recliner for the pieces to match". I asked why my post was not showing, he told me "American Furniture uses reviews as advertisement." I told him that I was deceived as a consumer since I purchased this furniture based on the reviews posted. After the troubles I have had with this purchase and the pieces, I think it is important that other consumers know. I told ******* if I have the drivers come out and put back the nonrecycling piece they are going to pull and push to put the pieces back in to install. I said no, as I don't want to find myself back at the beginning of possible damaged pieces. I would like a refund of $472.25 and my post be recorded as "verified purchase".

  

  Business Response

  Date: 02/05/2025

  We will follow up with this valued customer to make sure any concerns are appropriately addressed. Thank you, AFW

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22901144
  
  I am rejecting this response because my review has not been posted.  I should not have paid more for a power recyliner to prevent gapping and matching pieces as it did not improve the look of the sectional where is was replaced. The leather behind the new pieces have too much excess that is has ripples in the back. American has not made contact to resolve.  They can respond through the Better Business Bureau.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 02/13/2025

  Motion furniture does not line up perfectly and every time the merchandise is used/reclined it will line up slightly different. We will contact the customer to pick up the merchandise for a full refund. Thank you, ***

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22901144
  
  I am rejecting this response because: I do know the "FULL AMOUNT"  to be refunded.  I will NOT PAY A RESTOCKING FEE as the quality of this product is not disclosed due to AFW WRITTEN REVIEWS, "Are used for advertising purposes". Therefore disalignment, gaps and poor quality of fabric are not mentioned and reviews are not valid from EVERY consumer.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 03/06/2025

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

  Customer Answer

  Date: 03/12/2025

   
  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:01/19/2025

  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.

  On February 10, 2024, I purchased a bedroom set and a sectional sofa from American Furniture Warehouse, with delivery included. Upon delivery, the bed was improperly assembledthe slats were uneven, incorrectly installed, and insufficient in number. I raised this concern with the delivery team, but they assured me it was fine. By June 2024, my mattress began to bow and sag due to the lack of proper support. A warranty claim for the bed was eventually processed, and the correct slats were installed. The installers confirmed that the damage to my mattress was caused by the initial improper setup. I filed a warranty claim for the mattress, but after months of delays, I was informed that the mattress was discontinued. I was told I would need to either pay out-of-pocket for an upgraded mattress or accept no refund for a lower-value option. Additionally, I was asked to pay another delivery fee, despite the damage being caused by the companys negligence.The sectional sofa also began showing excessive wear just four months after purchase, despite minimal use. Multiple warranty claims were submitted, but only the fourth was processed. Store employees initially said the **** could be exchanged for store credit. However, customer service denied this, offering only cushion replacements while admitting via email that the **** would likely fail again.I have spent nearly a year trying to resolve these issues, making multiple store visits and spending hours on the phone. I am seeking a replacement mattress with delivery included at no extra cost and a full exchange of the defective sofa for store credit, as initially suggested by store employees. I expect American Furniture Warehouse to take responsibility and resolve these issues without further inconvenience.

  

  Business Response

  Date: 01/20/2025

  We will reach out to the customer in hope of a resolution.

  Customer Answer

  Date: 01/29/2025

  I am responding to confirm that my complaint against American Furniture Warehouse has been resolved. After BBBs intervention, a corporate representative from the company contacted me and was able to resolve the issue within minutes. They facilitated an exchange, allowing me to select a new mattress and sofa of my choosing, covering the delivery cost. Additionally, they clarified that the miscommunication I experienced was not reflective of their standard policies, and they apologized for the inconvenience.

  Thank you for your assistance.

  Best regards,

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

• Initial Complaint

  Date:01/16/2025

  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 ordered the Montauk Cloud Cat Proof Sectional Sofa from ******** on Nov 20, 2024. It was delivered in 2 shipments on November 22 and 23. I attempted to assemble the couch once it was delivered and noticed several issues. Several s**** holes do not line up correctly with brackets or panels. The assembly instructions were not applicable with the materials I was given.On November 26 I contacted the ******** support about the quality issues with the couch. I submitted photos and videos of the issues and communicated that Id like to initiate the return process. Ive since communicated with ***** and ****** on the customer service team about the return process, but they have only offered that I should drill new holes or seek further technical support while taking weeks to return my ********* this day, the company has not honored their own return policy the product with quality issues.

  

  Business Response

  Date: 01/16/2025

  It appears that this consumer made a BBB complaint against the wrong business in error. Thank you, American Furniture Warehouse.

• Initial Complaint

  Date:01/14/2025

  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.

  The first leather couch we bought had a defective leg rest that kept popping. We returned it, but we were unfairly charged a restocking fee and a delivery fee.We then purchased another couch, and after only a short time, this one is already showing divots and sinking. This is completely unacceptable for a brand-new couch. We believe the products are not meeting the quality standards that were promised at the time of purchase.We are requesting a full refund, including the restocking fee and delivery fee for the first couch, as well as a refund for the defective second couch. Additionally, we do not want to pay for the return of the second couch.Resolution Desired:A full refund for the current couch and all associated fees, including the costs of returning the second couch.Additional Notes:Please address this issue promptly, as this has caused significant inconvenience and dissatisfaction.

  

  Business Response

  Date: 01/14/2025

  Originally we thought the customer requested a return due to a comfort issue rather than a defect concern. We will contact the customer with hopes of resolution. Thank you, AFW

  Customer Answer

  Date: 02/10/2025

  I am writing to provide an update regarding my complaint against American Furniture Warehouse. While they did eventually refund my money for the defective couchafter nearly three weeks of persistent follow-upsthey have yet to refund the restocking fee and delivery fee from the previous couch, despite verbally agreeing to do so after my initial complaint.

  Throughout this process, I have had to call over a dozen times just to secure the refund for the defective couch, which highlights an unnecessarily complicated and frustrating resolution process. Their handling of refunds and customer service practices remain deeply flawed, and I am still owed the agreed-upon refund for the previous couchs fees.

  I would appreciate your assistance in ensuring that American Furniture Warehouse follows through on their verbal commitment to refund these charges. Please let me know the next steps or if further action is necessary on my part.

  Thank you for your time and help.

  Best regards,
  ***** *****

  

  Business Response

  Date: 02/11/2025

  We will contact the customer again so that we better understand what is being said in the complaint; it looks like we made the refund correctly (as the customer outlined) so we will make sure we aren't missing something. Thank you, ***

• Initial Complaint

  Date:01/13/2025

  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 bough a dining table from them and paid for delivery, the delivery man came a unloaded it on snow.. instead of dry area. when my wife requested that they load in dry area, they refused.. and we said.. we will reject if item is damaged.. they called their department and said they wont deliver and left. When I called customer service, they said we refused delivery.. but they never delivered and refused to get the stuff into the house for inspection. Now *** is refusing to process a full refund and are saying we either have to pay for delivery or they will not issue a full refund.. I cannot accept a damaged goods and they did not deliver even when I requested, so that I can inspect the goods.

  

  Business Response

  Date: 01/14/2025

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

• Initial Complaint

  Date:01/12/2025

  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 recliner sectional 3/30/24.Withing three months one of the recliners started shifting and would kind of bump as it reclined opening and closing. Upon inspection you can see the Frame was bent and was scraping the wood on the side. I called the company and they sent out a repair man. He did repair and it was good for a few more months.Then it started doing the exact same chair again. A repair man responded and said the chair itself needs to be replace. I have him on video saying it. I called and the company said they will pickup the unit piece and take it to the shop and repair and return. Was good for a little while again and the same exact thing is happening again.I called and they sent out a repairman that said the design of the sectional is poor. the motor is not centered and will keep happening and would need to do some work on the other recliners as well.I have it on video. I called the company and was told they are sending out a repair man again and would not replace the chair and only repair again. My Warranty will be up soon and I will need to take care of the repairs on my own. It will happen again and again... I love the couch but for this money to have it keep happening every few months is crazy.... Please help with this..

  

  Business Response

  Date: 01/12/2025

  We will reach out to the customer and see if we can find a resolution.