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

  
• 

  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:09/05/2022

  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 loveseat that was delivered Dec. 2021. Within months the loveseat was apparently defective. One side slants down with a large gap between the seat and cup holder. I notified AFW. They sent someone to look at it and determined the frame was bent. A new frame was installed and the loveseat was the same. I complained again, another person came to work on it. Still no resolution to the problem. AfW picked up the couch and took it for repairs. I looked at the store and offered to buy a much more ecpensive couch, chair and end table if they would allow an exchange. They declined my offer. So now AFW has the loveseat and wants to return it to me. I have told AFW I don't want the loveseat back. If its not fixed and looks the same now or in a short time then I'm stuck with it as the one year warranty will expire in Dec. I have requested a refund and have had no response to my request. I made that request a week ago.

  

  Business Response

  Date: 09/06/2022

  We will contact the customer to let her know that a return has been athorized. Our apologies in the delay to do so. AFW

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17920907
  
  I am rejecting this response because:
  

  I see no correspondence to this request by the business.   Did I miss something?

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/21/2022

   
  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:08/30/2022

  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.

  Placed an order over the phone with the business for TV console with fireplace, spoke with ******. Could not do it online as the item was out of stock, and soon to be discontinue d. The advertised price was $499.00 for what I thought was the amount for the entire unit. ****** took the order and I paid. Had to wait 2 weeks since the item has to come from their CO warehouse.20 minutes late, ****** calls me to let me know that there is an additional charge for the fire box insert. I was surprised because one would think as a customer service representative this would show up on your screen when placing the order.I stated what a terrible inconvenience this us and somewhat of a bait and switch. I asked if there could be a discount applied for this oversight and was told nothing can be done. I said not even provide free shipping as there is no mention of the price of this fire box any on the website. The answer was no and no one from management would speak or address my concern. I have spent close to $7,000.00 dollars with this store, and disappointed with this service I received or lack thereof.

  

  Business Response

  Date: 08/31/2022

  Our apologies for ******* confusion however ****** (AFW salesperson) contacted the customer the same day (8/30/22) about a hour and a half later to inform the customer that the console has a insert available however they are available to purchase separately. On our website it says in the discription "optional wide Fireplace insert" which maybe would less confusing if it said "optional wide Fireplace insert available which is priced separately". With our understanding that this is confusing we will refund this valuable customer $100.00 with our apologies. Thank you, AFW 

  Customer Answer

  Date: 09/01/2022

   
  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:08/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a reclining sectional from AFW that has had the same repeated issue with a reclining mechanism since the first month of ownership. The product is under a mechanical defect warranty. They sent a technician to validate the repair who verified that this is the same ongoing problem with the same mechanism. They are now saying they will not honor the warranty because they can't get the part. This makes my $3500 piece of furniture non-functioning and they are denying responsibility. Their own technician verified on 8/26/22 that is the same part that is under their mechanical defect warranty as we was onsite with the piece of furniture. He also verified it is covered under warranty. This has been an ongoing issue since month 1 of ownership that was never resolved.

  

  Business Response

  Date: 08/31/2022

  Vendor "limited" lifetime warranties are limited to if the vendor still has the needed parts for repair. ******* Furniture **************** can be reached at ************. ******* has told us the needed mechcanisim is unavailable and no longer made. Our apologies.  Thank you, AFW

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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 sofa and chair that had obvious manufacturer defects. The cushions began to split open within a month of purchase. Then the binding began to pop out. I was going to file a claim immediately, but waited a while to see just how many repairs it would actually need before calling it in. In less than a year every back cushion popped open. All the binding popped out. Even behind the cushions. Where they aren't touched. I called in a warranty repair. The tech came out took one look at it and told me it wasn't repairable. He said the material was too fibrous, and if it was sewn it would just shred again. He said he would try to order covers, but after checking he found they were discontinued. So he said he boss would call me within 48 hours. Almost a week later he called and said he was going to order covers anyway. But it could take a while. I told him I was already informed they were discontinued. He insisted on ordering them anyway. Two weeks later he called and told me they were discontinued, I was furious. Because he wasted my time. He then said he wanted to repair it. I said I was already told it wasn't repairable. He said he was going to do it anyway. They came and got it. Then I was called and told, they just, pulled it really tight and double stitched it. With what fabric?! I asked what it looked like, she said, I don't know what it looks like all I know is its sewn up. So I called customer service and spoke to *******, the rudest, nastiest person I have ever dealt with. She said I damaged the sofa, she looked at the pictures and it WASN'T a manufacturer defect. Which is an outright lie!!!! She also said I get what I pay for and cheap sofas only last a year. Then because I was upset and didn't think I should have to keep this defective sofa she said she was banning me from ever shopping there again. A supervisor needs to review the call.

  

  Business Response

  Date: 08/30/2022

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

  Customer Answer

  Date: 09/12/2022

  I had a sofa and chair that could not be properly repaired. Opened a BBB complaint and was told that they would refund me 70% of the purchase price. At that time American had the sofa and the cushions for the chair. I was told to go ahead and dispose of the chair frame. A couple days later a man called and said he was sending someone out to get the chair frame. So I kept it. Since then, in 16 days I received no refunds, not for the sofa or the chair, not partial or full. When I called to see why I was told it was because I hadn't returned the chair. That had nothing to do with the return though, I was told to dispose of the chair, so the returns were not contingent upon the return of the chair. But I told them to come get the chair, and give me my money back for the sofa while I wait. But I received nothing. Then to make matters worse when they sent someone for the USED CHAIR, that the **** WANTED BACK, not disposed of. They refused to take it because it wasn't new, it had pet hair on it. So a girl in customer service told me I would have to have it cleaned before I could return it and get my refund. At this point I have been lied to over and over, told I would get me refund, told to toss the chair, then told that you want the chair, then told you won't take it, but my refund depends on it. I need my sofa and cushions returned in 24 hours, or the refund for both items. Or I will be going to multiple news outlets. I have a child on chemotherapy, I am disabled, and I don't need to take the repeated lies and abuse this company dishes out. And this doesn't even include the ruse condescending customer service reps that bully and hang up on you. and boy would I love for those phone calls to be played in court. It would make American look disgusting.

  

  Business Response

  Date: 09/13/2022

  We attempted to pick up the chair but due to the amount of pet hair that was on the chair we were unable to. The reason is because we cannot put the chair with the pet hair in our truck with other new merchandise being delivered on the route. All we asked is that the customer vaccum the chair prior to our drivers picking it up. NOTE: The customer insisted that we give her a refund prior to returning the chair however the chair would need to be returned prior to a refund. Thank you, AFW

  Customer Answer

  Date: 09/14/2022

  I am rejecting this response because:  The return of the chair was never contingent up in the refund.  The chair is in the exact same condition as the sofa, that you took, this is not a new item I am trying to return.  This is an item that I was told to dispose of.  Then someone at the shop said they wanted.  So you can either take it as is, like you did the sofa, or return the cushions. But again I was tO DISPOSE OF THE ***** FRAME!!!!! Then a couple days later someone in the repair shop said he wanted it, this was not contingent upon the original BBB complaint I had where it was agreed that I would be refunded 70? of both items and I dispose of the chair.  You refund neither going back completely on the original agreement and say it's because a year old chair that requires repair isn't clean enough to be returned.  No.  I have the first BBB, are you going back on that now? 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/28/2022

  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.

  Defective dining room table. I purchased the dining room table along with 4 chairs on 4/11/2022; sales order 74E125986. I picked up the furniture on 4/12/2022 and I assembled it the same day. Within a few days the paint started to come off from the top of the table. On 7/30/2022. I filed a warranty claim with American Furniture Warehouse and attached photos; The Case # is ********. On the same day I received the following response from AFW: "After review, the reported issue with the merchandise does not fall under what would be considered a manufacturer defect, and more from how the piece is used within the home. We are able to send a service tech out evaluate the piece and quote for repair, For our service tech visits, we do charge $49.00 + tax since the issue would not be covered under warranty. Another option that we have is we can send photos directly to our shop department for evaluation and quoting. Please let us know how you would like to proceed."On 8/2/22 I requested an explanation of what was meant by "how the piece is used in the home". On 8/4/22 they responded with the following: "This table has ash veneers so the finish will peel in reaction to any excess moisture and/or heat, or from certain cleansers particularly the disinfecting wipes. Please let us know if you'd like to move forward with a service appointment. Customer Service."I do not mistreat my ******************** as I pay a lot of money for it. There has never been excess moisture or heat on the table as I wipe it right away with a moist cloth. I am convinced because of all the bare spots where the paint has come off, this table was not sealed or was not sealed properly when it was manufactured.The table needs to be repaired and I should not have to pay for it or they can replace it.

  

  Business Response

  Date: 08/30/2022

  Water and or heat damage to wood surfaces is not a manufacturing defect...proper care can be found on our website which includes using place mats, table cloths and costers when in use. Thank you. AFW

• Initial Complaint

  Date:08/28/2022

  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 bought a couch on July 2,2022 it was delivered and the ottoman was delivered 3 weeks later. We have noticed that the ottoman has a slope towards the center and the chasie and piano wedge as well. The cushion on the back of the couch as well. We were told it was normal for that type of couch. We asked if we could exchange it since we haven't has it 2 months. When they put the request in we were told it was excessive wear and tear on the couch that we haven't had for 2 months and hardly have used. We were told we need to pay 25% for a restocking fee then a fee to have it picked up on top of a new delivery charge if we order a new couch. I believe these fees are unreasonable as we haven't had the couch for long enough to have excessive wear and tear in a couch we have hardly sat on.

  

  Business Response

  Date: 08/30/2022

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

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17787648
  
  I am rejecting this response because:  THEY HAVE NOT CONTACTED ME. THE ***** THEY SENT PRIOR TO THIS WAS THAT IT STANDS AT 25% RESTOCKING FEE. I SPOKE WITH ******* YESTERDAY AND SHE WAS ABLE TO GIVE ME A 15% RESTOCKING FEE BUT I FEEL THAT I SHOULD NOT HAVE TO PAY A RESTOCKING FEE SINCE I WOULD NOT BE RETURNING THIS SECTIONAL AND OTTOMAN IF THERE WERE NOT ISSUES WITH IT. EVEN THE GENTLEMAN I SPOKE WITH ADVISED ME THAT THIS IS TYPICAL WITH THIS COUCH, IF IT IS TYPICAL WITH THIS COUCH IT IS NOT EXCESSIVE WEAR AND TEAR.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/02/2022

  .We see that the customer was allowed to return for a full 85% credit instead of the original offer of 75% credit and a new delivery was set up with a different merchandise (a reselect). A 15% "usage" (this is not a restocking fee) was applied due to the overall condition of the merchandise. This condition is not normal for this sectional...we sell 300 sets a month with little to no problems. Thank you, AFW

  Customer Answer

  Date: 09/08/2022

   
  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:08/26/2022

  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 I had saw in the store on line. I received an email regarding my order stating in stock please come pick it up. But I also called ahead, I asked if the item was ready for pick up. " nope just come to the delivery dock it will be ready " I asked if they need to confirm the order # or item. I drove 40 minutes up there and was shown the screen that said several weeks later. I entered a complaint on line after 48 hours I called. Spoke with an employee that stated my couch was actually a month and 1/2 out but possibly a month and she would have it delivered. Then a WEEK after this call I received a call indicating they would be delivering it next week. ?? Then on the day of delivery, I received a call they had several cancels and they would be there 3 hours ahead of the schedule. The delivery person came to the door and asked " can I use your bathroom " if you are 3 hours ahead, you don't have time to stop at any of the ***************************** a mile of my home? The couch was delivered, I quickly noticed this was not the same item I sat on in the store. So I went shopping again visited the *** store and other furniture stores. I found a couch that would work, I called the *** store. The person on the other end, said he would waive the restocking fee since I was getting another more expensive couch but delivery fees are not fees anyone can waive. ( ( not true, the other employee waived the delivery fee ) ) He then told me he was a delivery person for the company and that is COMMON for him to ask to use the customers bathroom. And that I shouldn't be upset that this was ON ME, not the delivery person because this is quite normal because he did it OFTEN. So I was told as the customer I was in correct, ( not even a slight acknowledgment that some people may be offended or an apology or how I might feel ) but that I also should be thankful the restocking fee was waived, that delivery fees are not negotiable, set fees that are

  

  Business Response

  Date: 08/27/2022

  We would charge a "in warehouse handling fee (restocking fee) in a case where a customer purchases the wrong merchandise on line which we did waive (a 15% fee) and we would charge for a additional delivery fee in such a case. With our apologies that our driver needed to use the customer's restroom we will refund the additional delivery fee as well. AFW

• Initial Complaint

  Date:08/24/2022

  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.

  Purchased 2 twin beds in October 2021. The beds were delivered on schedule on October 12 but they were damaged during installation. The *** delivery team informed us that there was nothing they could have done to prevent damage, as the beds were "super flimsy". They gave me the phone number to the warranty department and I called as soon as possible the next day. I was told they could be redelivered but that it could take a while (up to 6 months) due to supply chain issues, and that they may be delivered along with another item we had on backorder. I was told I would be notified when they were in stock. I waited the 6 months and called back. I was informed then that items were still on backorder and that it could be another 6 months-this associate also assured me that I would be notified as soon as the items were in stock. I waited patiently another 6 months and then called in (this last Monday). I was told by ****** with *** that the original woman I had spoken with on Oct. 13 had placed the item as a "reselection", not a redelivery. I asked what that meant, and she told me that I could have gone and picked out replacements in store, which I gladly would have done. She told me that she would pass this along to a special team that has the authority to authorize the reselection, and guaranteed I'd hear back by the end of the day. I didn't hear back so I called in. I was told it would be a *** of 24 hours. I called again after no response and this time was "promised" 3-5 days ***, but that he would personally email and call them. I called in again today and I was told that none of the 3 representatives I had spoken with had submitted anything at all. I was again "promised" a quick response. The beds are so bad the kids can't sleep in them and we are out hundreds. To be honest though it's not so much about the money as it is the lack of care. Despite us being loyal customers (over $15000 spent in 2 yrs), we will not likely shop *** again.

  

  Business Response

  Date: 08/25/2022

  our apologies in the lack of communication. We see that the return for full credit is in our records and the customer will be contacted to schedule the return. Thank you. AFW

  Customer Answer

  Date: 08/25/2022

   
  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:08/23/2022

  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.

  Purchased new furniture on 7/30/22 and had it delivered 8/7/22. One piece of a modular sectional couch, the arm was broken on it. We did not notice it right away and as soon as we did we filed a warranty claim. It was broken at delivery.Warranty department asked for photos on 8/12/22. Due to my hectic work schedule I was not able to get photos to them for several days but when I did on 8/15/22, I then did not receive a response back from the ******************* until today, 8/23/22. They are refusing to uphold the warranty for the piece that is broken due to there being dog hair and paw prints on the cushion of the piece. I have 3 dogs who are high shedder breeds of dogs and live on a dirt road surrounded by dirt.When I called the store I spoke to ******** who was very helpful and relayed my concern to the manager on duty the evening of 8/23/22. I then got a call back from ******** advising me that the manager told her there is nothing he can do and I had to call and speak to customer service. I called customer service and spoke to a ******** (no last name or customer service number as refused to provide me with one). She reviewed the cliam with the warranty department and placed me on hold. When she came back on the line her demeanor went from nice and sweet to rude and short saying that the warranty was voided because of the dog hair and paw prints in the photo. When I asked her if she saw any paw prints on the arm, which is the broken piece, she refused to even acknowledge the question. When I asked for a supervisor above her, she said she was one, I was refused and told I am not allowed to speak to a supervisor above her and that they are refuse to do anything to replace the broken piece of new furniture. Called back and spoke to ******** at the store and again got told the manager was not going to help and they can only do what told and is customer service said no its a no and was very sorry.Had i vacuumed before the photo this would be no issue.

  

  Business Response

  Date: 08/24/2022

  Referring to our AFW Warranty Exclusions that are provided on our website "AFW.com" it states that "Any damage must be reported, and pictures provided to AFW within 48 hours of receipt of merchandise". This is in addtion to stating that including but not limited to: pet damage. In this case getting the merchandise dirty is considered "pet damage". Thank you, AFW

• Initial Complaint

  Date:08/22/2022

  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 moved into our new home 9/2018. We purchased living room set. rugs, family room set Love seat couch and recliner. The Living room is perfect but its not used daily. The family room set couch has totally peeled away on one side and it started on the other end as well. This furniture was a purchased with the intent of using it for my family visits and the couch peels on your clothing and all over the floor next to the couch, I am beyond disappointed with this purchase.

  

  Business Response

  Date: 08/23/2022

  We are unable to find this customer in our files under the name, phone number or email address. We will call the customer with hopes of resolution. Thank you, AFW