Complaints

This profile includes complaints for American Furniture Warehouse Lifestyle Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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

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  American Furniture Warehouse Lifestyle Furniture

  8820 American Way Englewood, CO 80112-7056

  
• 

  American Furniture Warehouse Lifestyle Furniture

  1700 S Abilene St Aurora, CO 80012

  
• 

  American Furniture Warehouse Lifestyle Furniture

  9410 Wadsworth Pkwy Westminster, CO 80021

  
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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:10/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a leather sectional couch for over $3000 from their *******,** location. Upon delivery 1 piece had a box cutter cut down the back and had to be replaced. Less than 5 months later the middle piece was incredibly squeaky. I contacted the warranty department who came out and picked up the furniture, turns out the spring board was not properly made and all the springs were loose. Less then 3 weeks later another section was sunken in. After close examination thr vertical piece of the frame was not properly attached. There were **** nails blown through the wood and not long enough to attach. This is a safety issue. I contacted AFW customer service and they agreed to return the sectional but refused to waive the 15% restocking fee because I was returning it. They also are charging me $45 a piece for 4 missing throw pillows. At no point had any agent advised me that all throw pillows must be returned and the receipt only mentions the furniture pieces. I called and spoke with customer service manager **** at the ******** office and he refused to waive that charge because it was policy. Given the extreme problems I have had since purchasing this couch I do not think it appropriate to charge me for the missing pillows. I also think any restocking delivery fees should be refunded.

  

  Business Response

  Date: 10/20/2022

  AFW waive the 15% usage fee however the customer would have to return the pillows to get a refund for the pillows. Thank you, AFW

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18189580
  
  I am rejecting this response because:
  I spoke with manager *********************** at the ******* location regarding the pillows. He stated he would not charge me for the pillows and I did not need to return them. Furthermore, AFW is still withholding $1400 in refunds despite taking possession of all parts of the couch minus 4 pillows. This is unacceptable. Please consult with your sales manager who stated the pillows did not need to be returned and respond back. I do not trust the information your are providing because you have withheld my $1400 which is significantly more the the cost of the pillows, which again, I was told do not need to be returned. I would still like 15% refunded to me and for you to honor your statement that the pillows do not need to be returned. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/26/2022

  We will set up a full refund. Thank you, AFW

  Customer Answer

  Date: 10/27/2022

   
  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:10/04/2022

  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.

  I bought a couch and love seat that were defective, I am being charged for the delivery and pickup fee.

  

  Business Response

  Date: 10/05/2022

  We will contact the customer and schedule a pick up without fees. Our apologies. AFW

  Customer Answer

  Date: 10/10/2022

   
  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 am waiting for a refund of the delivery fee and the pick up fee, as of today I have not received it.
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:09/27/2022

  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 have purchased a lot from here. We will never return again to any location. We purchased a very expensive ***room set. It came with a ***frame, two nightstands, and two different dressers. We have not even had it a year and it already has cracks down in places. Not to mention that it has dozens of yellow spots all over it. If you talk to warranty they claim its the sap thats coming through the wood. Yet the one thats been sitting in the store for over a year still looks great. It is a bright orange is yellow and it looks absolutely horrid. It destroys the look of the furniture. We also purchased our daughter a huge queen *** frame from here about the same time and it has nasty yellow spots all over it. They almost look like a yellow mold. It could not look any more horrendous. So if you do decide to purchase anything do not go with anything pine or white because in less than a year it will have nasty yellow marks all over it. So disappointed with this company. We have spent so much money here. Not to mention they have their reviews turned off on ****** so you can not warn others of their horrid warranty when stuff changes color. You also can get your reviews published on their website unless its a 5 star review.

  

  Business Response

  Date: 09/28/2022

  We will contact this valuable customer with hope of resolution, thank you. AFW

  Customer Answer

  Date: 09/28/2022

   
  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:09/24/2022

  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.

  Purchases a bed back in November 2022. A few weeks ago I noticed the frame was leaning. It was the s**** dis connected from the board by the drawers connected I placed the s**** back in place. However, once I laid down I heard a snap. The bed frame collapsed with me it. The same s**** I resnapped in place had split the wood causing for a chain reaction the foot board disconnected from the drawers which caused for it to snap anthem the board to hold the mattress broke. The board holdin the dressers underneath snapped in half. I informed AFW who stated its under warranty but I would have to call the manufacturer. I called the manufacturer. The representative stated there was no way replacement parts could be sent and a replacement bed would need to be sent from the store purchased from. I contact AFW again explaining what the manufacturer said. They requested I send them pictures I already sent when it first happen. I removed the bed out the room after 4 days of not being contacted by AFW and having to reach out again. They advised this wasnt a warranty issue and no replacement parts could be sent I have to buy a new bed. The screws fell out the bed causing the bed to break from splitting faux wood I purchased from AFW. How is this not a refund or replacement bed? They attempted to pass it off to the manufacturer so they did not have to solve their own problem.

  

  Business Response

  Date: 09/27/2022

  The merchandise that is refurred to is "Ready to Assemble" (RTA) which customers assemble after purchase and the way it is sold is that if there is a problem or concern with the product customers are to contact the vendor for warranty issues. NOTE: The correct purchase date was 11/12/2021. We will reach out to the cusrtomer with hopes of resolution. Thank you, AFW

  Customer Answer

  Date: 11/26/2022

  I filed a complaint on 9/24/2022, regarding a defective broken bed purchased at *** 11/11/2021 which was supposed to be under warranty. I received a response from the company rep stating, We will reach out to the cusrtomer with hopes of resolution. Thank you, ***. Which in fact I did receive a call from a ***********************************. We spoke of the incident. She advised me of my options which were three. I explained I would like it placed in an email which she did. I informed her of the 3rd option which was going inside of an *** store and picking out a bed. I will pick it up so I wouldnt be charged a delivery fee and I would expose of the old bed myself. She agreed. (******* email Hello ********, Thank you for speaking with me, it was a pleasure. As we discussed you have the option to return, exchange, or reselect to a different bed. There is no fee to you other than a new delivery fee if you choose to have the new bed delivered. Our drivers will pick up the old bed at that time. If you do choose a bed that cost more you will be responsible for the difference as we will refund the difference if the new bed cost less. I do apologize for the negative experience you had here with ***. Thank you,) Fast forward I went into the *** store 11/9/22 to reselect a different bed and apply the credit. I paid what WAS told to be the difference for my additional items the upgraded bed 2 delivery fees. A was told will be called for the pickup item. The First delivery a chair was to be on 11/11. I called and was told there was miscommunication on the store side, the delivery was placed with the items on back order. I received a credit that day for that No delivery. 11/25 they delivered all items including the bed and asked for 2 bed to be picked up. WHAT 2 BEDS? The rep ***** an exchange and wasnt supposed to give the credit until items were returned. However, they wanted me to pay for their mistake and told the delivery drivers to take my bed back. WTH kind of business is this?

  

  Business Response

  Date: 12/07/2022

  We will be in contact with the customer again...with strong hopes of resolution. Our apologies. AFW

  Customer Answer

  Date: 12/08/2022

  I am rejecting this response as this is exactly what was stated on the initial complaint that got worse. This company just has horrible customer service. No one communicates with anyone in their off and they use this tactic to have customers close their complaints. 
  
  Sincerely,
  
  Naytrese ******

  

  Business Response

  Date: 12/09/2022

  12/7/22 we refunded the customer in full for the bed she "threw away". When explaining this to the customer the customer hung up on us so we don't really know how to help any further. We are not paying the customer for keeping the other bed purchased that she kept. Thank you, AFW

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18123957
  
  I am rejecting this response because: This is far from the truth. I did t just hang up. After ****** explained the mistake their office made she wanted me to fix the problem instead of her office taking responsibility for their actions and mistakes their customer service made. Once I advised I would NOT be doing so and something they need to fix in their office then I hung. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/23/2022

  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 an outdoor patio set and table for our pool on Aug 2, 2021 for $1772.25.The sales agent told us everything was covered under warranty. Including sun damage.The warranty did not say sun damage was excluded from coverage.I asked about a cover for the patio set. They did not have anything available.Living in *******, I very specifically asked.In less then 1 year, the patio set is destroyed, and is unusable.We tried to file a claim with the warranty department.They stated "Hello, this is normal wear from weather damage and is not something that is covered in the year warranty, we do apologize. Thank you "Warranty Claim closed.So, they sell outdoor patio furniture, that is not ment to be outdoors?Our other matching patio furniture from Amazon, and ********** has no issues.When looking at other complaints on the BBB in regards to patio furniture, this seems to be common practice for this company.Invoice# **B386424 Claim# ref:_00D3ipdYT._5005c19LCZ8

  

  Business Response

  Date: 09/27/2022

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

• Initial Complaint

  Date:09/16/2022

  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 mattress 10/08/2021. I have a 5 year warranty with American furniture warehouse. I requested a replacement due to issues with the mattress. American furniture warehouse denied my request. I experience aches and pain, mattress is sagging, no support at all. Very poor quality.

  

  Business Response

  Date: 09/21/2022

    When denying this warranty claim this email was sent to the customer by our mattress warranty department:

   

  I apologize for your dissatisfaction in regards to the outcome of your recent mattress warranty claim for your *****************.Unfortunately, your claim was denied because we were unable to confirm a defect associated with the manufacturing process of your mattress. Our technician noted and took photos of your mattress which do not show impressions over 1 inches or any other defects. Our technician also noted and took photos of stains (which can and will void mattress warranties hence why we always suggest the use of a mattress protector) on your mattress which I have attached to this email.
  
  Again, I apologize for your dissatisfaction, however I invite you to notice that AFW is merely a retailer and we follow the warranty stipulations established by the manufacturer, which are out of our control.

   

  Thank you,

  AFW

• Initial Complaint

  Date:09/16/2022

  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.

  3 days ago I placed an order for a dresser online during the process my card was declined. I called my credit card company where my card was fine. I called local store where they ran my card again. Declined. American Furniture ran my card 6 times causing my card to be placed on hold because my card company thinking fraud. All I wanted was a dresser and I added a mirror which all would total ****** cents. As far as all the 6 transactions on my card I will wait until they remove. And take my business else where. If there is problems with online purchasing perhaps having someone look into this.

  

  Business Response

  Date: 09/16/2022

  We are sorry your card declined. Most times it is due to what was entered as your zip code on the order by the customer that doesn't match what the bank has on ********* apologies that your attemped purchase was disappointing to you. AFW

  Customer Answer

  Date: 09/16/2022

  so I sent screen shots and and verified my billing address with several associates it hasn't changed.
  Complaint: 18035156
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/27/2022

  Our apologies, for us to change your zip code that we have on file for you is very quick and easy with a phone call to customer service. Thank you, AFW

  Customer Answer

  Date: 09/29/2022

  my zip code has been the same  for 4 years, I verified  with your associates several times. They even stated it was correct and was an error somewhere. I went through alot of trouble with my credit card company,  whom have the same billing address. Just for  a ****** dresser. Complaint: 18035156
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 10/06/2022

  Yes I finally got 6 charges off my credit card. It took approximately 5 days. This has caused hardship to me because I wasn't able to use my credit card. My credit card company thought i was being scammed. Again this has caused a huge hardship. 

• Initial Complaint

  Date:09/14/2022

  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 a Delevan queen sized mattress from AFW on 7/2/2021. The mattress has a warranty of 10 years, which AFW manages. Within the last several months, the mattress developed an awful King's ***** which has rendered it unsleepable. I called AFW in August to file a warranty claim. The call itself was delayed for 3 to 4 months because I had been recovering from a serious health situation - unrelated to the mattress. Once I made the call, AFW sent a rep out to measure the ridge and told me they would be in touch. I called today to see why I had not heard form them. After significant run around I was told that the claim had been denied because the ridge was right at 1.5" - it is greater than that. However, before I insisted on a reason for the claim denial, I was told that there was not a reason listed. You cannot lie on the mattress without rolling out of the bed. The associate I spoke to today informed me she was a manager and that all of their associates were managers, which left me without a way to find any resolution on this.

  

  Business Response

  Date: 09/15/2022

  PHOTOS SHOW IMPRESSIONS OF ONE INCH WHICH ARE NORMAL UNDER WARRANTY GUIDELINES (manufactures warranty outlines that depressions must be over 1.5 inches), THE NATURE OF FOAM IN A MATTRESS IS TO SOFTEN WHERE IT IS SLEPT ON AND REMAIN FIRMER WHERE IT IS NOT . Thank you AFW

• Initial Complaint

  Date:09/12/2022

  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.

  On August 25th I ordered a sectional couch online. Order number 33F565013. I picked up the couch from the warehouse at their Centennial location. When I opened the boxes, I immediately noticed a rip on the chaise in the couch fabric. I figured I could call and get a repair technician out to fix the matter so I continued to assemble the couch. I started to notice the couch legs/feet had obvious wear marks. The wheels also were very obviously used. The parts bag had been opened and taped back shut. The couch bottom had holes where screws had previously been. The wheels had paint missing where screws had previously stripped the paint and the holes in the feet where screws should go were stripped as well. I called the next day when the store opened and when I finally got through to a customer service rep, I explained my issue and emailed photos. She was working on resolving the issue when the phone disconnected. I called back and was connected to another representative, ******. She insisted the couch was NOT used, as they traced it back to the manufacturer and it had never been sold. AFW must have obviously received it from the manufacturer used or AFW's staff was using it as a nice place to relax in the warehouse prior to repackaging and selling to to me. I was offered 10% to keep the couch, which was not nearly enough of a discount to keep the couch in it's condition. I opted to have the couch replaced and delivered. I was then informed I would have to pay additional taxes for the EVEN replacement. I thought this was unfair and fraudulent. I asked the representative to discount the price of the couch by $30 to cover the additional tax I would have to pay, as I knew she could not remove the tax. She refused. I asked to speak to a manager or supervisor to which she replied that they don't take customer phone calls. I was sold USED, damaged merchandise and now I am paying additional tax that has already been paid. This is a scam!

  

  Business Response

  Date: 09/13/2022

  We agreed to delivering out another sofa (no delivery fee and originally this was a "customer picke up") however in ******** customers pay the tax rate of where they take possesion of the merchandise. This is a state tax law that we of course abide by. The wheels do look to have been used at some level however that doesn't mean the sofa was "used". The original hardware could have be damaged in some way or lost and then replaced with hardware we had on hand. We will agree to discounting the sofa as requested to cover the tax difference. Thank you, AFW

  Customer Answer

  Date: 09/13/2022

   
  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:09/07/2022

  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 were promised 36 months at 0% interest financing. We discussed this at length with the employee and was told it has to be paid off before the 36 months or we will be charged interest. We were approved for a **** line of credit, promised no interest on a 36 month term. We are now being charged interest on our American furniture warehouse ***** Fargo credit card. I submitted a dispute with **************** and spoke with the American furniture warehouse manager who was unwilling to help.

  

  Business Response

  Date: 09/08/2022

  We offer 3 credit plans through ***** FARGO. No interest if paid in full within 6 or 12 months with regular monthly payments. Both of these plans are deferred interest promotions. This means that if the customer does not pay off the purchase balance in full within the special terms promotional period, interest will be charged to their account from the possession date at the regular APR for purchases rate. This APR will vary with market based on the U.S. Prime Rate. Paying only the minimum monthly payment will not pay off the purchase balance before the end of the special term promotional period. To avoid interest charges, the customer must either pay more than the minimum monthly payment or make a lump sum payments(s) before the end of the special promotional period. The third plan is 36 months which does have interest built into the payments at *****%. Minimum payment is ******% of the highest balance. Thank you, AFW

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17929290
  
  I am rejecting this response because:
  I was promised by your sales rep that I would receive 36 months at 0%. The discussed this for over an hour, and previously left Conns furniture because we didnt like the terms. We were purposely deceived by your sales rep into signing. Correct this immediately.
  Sincerely,
  
  *************************