Business Profile

Furniture Stores

American Furniture Warehouse Lifestyle Furniture

Headquarters

Complaints

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

Customer Complaints Summary

230 total complaints in the last 3 years.
60 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/20/2022
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.
So august 20th I was expecting a delivery of furniture for my new office. I told the sales rep my new office is opening on Monday so I jeee the furniture delivered Saturday and I was assured that it would be delivered no problem. I had a window for the delivery from 1:30- 4pm. At 1:30 I received a call that I missed because we were moving another piece of furniture. I called back at 1:32 and was told the truck was gone and we missed the delivery. I then ran outside to see the truck I. The parking lot pulling away, on the phone I was told that since we missed our 3 hour window. We would now have to pay a re-delivery fee of $40.I now have to hire people to get my old furniture over to my new office (since I have no truck) otherwise I wont be able to do business for an entire week with out furniture (my lease on the old building is up Monday). I was told they wont bring my furniture (which is fully paid for) back until next Saturday which is unacceptable. This is a nightmare situation over a 2 minute window.When I called customer service they said they will not contact the drivers either and I was forced to talk to them, all while watching the drivers pull away.Ive previously bought furniture from them and to see how they treat people is a shame. This is not how you conduct an honest business.
Business Response
Date: 08/23/2022
We ask our customers to be available for delivery during their delivery window time in the "Delivery Agreement" (that we have our customers read and sign at the time of purchase). We also provide our customers an email and txt prior to their delivery so that they can track their delivery on their mobile device. We ask our customers to be ready in order to keep our drivers on time going to their other stops for the day. Thank you, AFW
Initial Complaint
Date:08/19/2022
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 a 3 piece couch at the beginning of February, but one piece was on back order. We explained to the salesman that if it was months out we didnt want to do it. We were told it would be shipped 2/9/22 in case any issues occurred were given the date of the end of February. We purchased the couch for a little over $1,000 that day. Every month we received a call the piece was pushed back another month. We have now been waiting 8 months for this piece. We went in to get a different couch and of course everything was on back order. The salesman assured us the piece would be here by the end of August and we should speak with customer service when the piece comes in to get the whole couch. He also worried it wouldnt match since weve had the other pieces for almost 9 months. We spoke with customer service and they refuse to give us the whole thing. They also refuse to give us our money back if we return the couch without paying return fees. They refuse to do anything for us. We paid upfront for something that was only supposed to take a month not 9. I feel its a terrible way to run a business by making us pay to return the couch when this wasnt our fault. Its also terrible that they refuse to give us the whole couch, which was suggested by the salesman. This has been a terrible experience and their customer service is awful. I dont know any company that wouldnt do something to help a customer thats been waiting 9 months for a piece they purchased, especially when it was only supposed to take a month.
Business Response
Date: 08/20/2022
We will be in contact with the customer with hopes of resolution. Thank you, AFW
Initial Complaint
Date:08/04/2022
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 leather sectional that was delivered July 8. On delivery the middle recliner failed to work. The delivery guys took it back and another one was delivered a few days later. A week later the end recliner stayed up. I called and a technician came out 10 days and said the buttons need to be replaced. I was not comfortable having the wiring on a brand new recliner replaced. The technician called customer service, he had them on speaker and the agent ***** said she will request a replacement. That was declined and now..they are sending the part, then I have to make another appointment for the technician, meanwhile, my recliner is still broken and upright!i spoke to 3 different agents from customer service. ******* who first, asked why would I want a replacement, because the new one could have the same issue (that told me she has no faith in her own product) she then placed me on hold and hung up on me. The next agent kept quoting the warranty online, I asked for someone else, was on hold for 12 minutes then redirected back to the original options!I then got *****, who was at least apologetic, but said that department was the highest I can go, and the decision was final. They must repair the less than one month old recliner. I have to wait for the part, then make ANOTHER appointment (another 10 days or so) for the tech guy to come. And the recliner is still broken (stuck in the upright position (photo attached). We paid a lot of money for it, and once its delivered, American Furniture Warehouse does not care, nor will listen to their customers.
Business Response
Date: 08/04/2022
We will contact the customer with hopes of resolution. Thank you, AFW
Customer Answer
Date: 08/09/2022

Complaint: 17669751

I am rejecting this response because:
The company has made no attempt to contact me.
There has been no attempt to resolve my concerns.

Sincerely,

***************************
Business Response
Date: 08/16/2022
With our apologies we will contact the customer...we aren't sure how we dropped the ball on our end. Thank you, AFW
Business Response
Date: 08/18/2022
Hello BBB, looking into this further we were able to contact the customer and exchanged this merchandise out on 8/10/22. Thank you.
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:07/31/2022
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 made a purchase with the company on July 6, 2022 for a sideboard table. When the table was delivered on July 13th it was damaged. I immediately contacted customer service and they said they would send a replacement at no additional cost since the piece was damaged. I received the replacement on July 16th. Once again the furniture piece came damaged and even the delivery guys noticed how the product was damaged. At this point I spoke with customer service again, and stated that since this was the second time I was receiving a furniture piece damaged I just wanted a full refund. When I spoke with customer service they stated that I would receive my delivery fee back as well. When my bank refunded my money, I noticed that my delivery fee was missing. I contacted customer service and wanted to know why I was told I would receive my delivery fee back and I had not received my delivery fee back when I received my refund. They stated to me since they delivered a product that I could not receive my delivery fee back. I was really confused because when I had originally spoke with customer service they stated I would receive my delivery fee back since they delivered damaged products. I shared my concerns with the company that I dont feel a customer should have to sacrifice a delivery fee, if the products are coming damaged. I explained that at any other store if the company is providing faulty or damaged products they should receive their full refund including any type of delivery fee back American warehouse would not give me my delivery fee back and would not come up with a compromise. If I had simply changed my mind, I understand I will be responsible for the delivery fee. However if you are delivering damaged products I do not feel it should fall back on the customer, it should fall on the company for delivering furniture that is damaged. Customers should not have to pay for the mistakes of the company.
Business Response
Date: 08/02/2022
We will make sure to refund the delivery fee if it hasn't been already. Our apologies! AFW
Customer Answer
Date: 08/03/2022

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:07/28/2022
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.
I ordered furniture and it showed up 2 days late, damaged and incomplete. instead of caring about and fixing the problem, this company gave me the phone number of the manufacturer (who could not help me when I called them) and left me to deal with it on my own, making it clear they would help in no way. Now I am stuck with furniture that is damaged or can't be put together, and literally am getting zero help from the company I bought this from.
Business Response
Date: 07/21/2022
We dont have a record of this order, we are a single store independent retailer based in **********, **. and believe the complaint is for another retailer with the same name in *******. Their website is AFW.com. We would ask that this complaint be removed from our file. Thank you.
Business Response
Date: 08/02/2022
This purchase is a online purchase that ships directly from the manufacture to the customer...this is a RTA (Ready to assemble) purchase so if a customer has any issues with their merchandise we ask that the customer contacts the manufacture and we provide the contact information to do so. The vendor will take care of the customer by allowing the return or by shipping the needed parts directly to the customer. Thank you, AFW
Initial Complaint
Date:07/22/2022
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.
Defective product. Purchased power recliner August 2021. AFW replaced the chair the first day, repaired it a few months later, but the chair s lower reclining function does not work. I called 7/17/22 to schedule repair, but the appointment was not scheduled and I cannot get in touch with anyone.
Business Response
Date: 07/23/2022
We sent out a tech on 7/22/22 and the tech's evaluation stated that everything was working great. Nothing is needed...it is ok if the customer wants to return the merchandise for a full credit as it is in like new condition. AFW
Customer Answer
Date: 07/23/2022

Complaint: 17610061

I am rejecting this response because:
Since the issue with the chair is intermittent and AFW refuses to troubleshoot the issue, I believe returning the chair for a full refund is acceptable with one condition.
Since I paid a delivery fee which I assume will not be refunded, I am requesting that AFW have the chair picked up at my residence and returned to the store at no charge.
It AFW agrees to pick up the chair and refund the full purchase price along with all the taxes paid, then I accept their response
Thank you,
Jo **** Barry

Sincerely,

Jo *******************
Business Response
Date: 07/28/2022
We will agree to that...thank you. AFW
Customer Answer
Date: 08/01/2022

Complaint: 17610061

I am rejecting this response because:
I will accept the response once the refund is processed. The chair was picked up by AFW on Sunday, July 31, 2022.
Please provide the amount of the refund broken down by purchase price, tax and the total refund amount.
Sincerely,

Jo *******************
Business Response
Date: 08/04/2022
We have agreed as previously stated. AFW
Business Response
Date: 08/10/2022
Refund = Product purchase price of $698.00 plus $61.49 for taxes for a total of $759.49. Thank you, AFW
Customer Answer
Date: 08/15/2022

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,

Jo *******************
Initial Complaint
Date:07/20/2022
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 was sent a used **, ******** hulu, and the ********** itself. They stated the ** came directly from ******* itself, the picture from delivery show it is not the originally packing tape (goes vertical instead of horizontal), I have a picture of the ******* that is already set up and was not mine. After contacting them I was to call ******* to see if the warranty was still good. I attempted but have yet to receive a decisive answer. I tried calling American Furniture Back and have yet to have a resolution. They offered $150 off and I must contact ******* myself they refuse to get involved, return the **, I must remove the ** and return it to the store 1.5 hours away despite me paying for delivery. I attempt to contact via email but have yet to receive a response. I would like to see the options available for resolution. Perhaps: Seller verify warranty from manufacturer and respective discount as they are lying about no one being able to use the ** since it was delivered directly from the ******* factory, or a new ** delivered since I paid for delivery, or a full refund and pick up the ** at the company's expense. I want to see communication and a resolution. It took months for them to weeks to respond to an emails and then they stopped. I would like to request an extension on the deferred interest since I have yet to have a resolution in almost a year and the ** is all I have left to pay off. Here is the last email they replied to. I never got a response when I emailed back to let them know I did not get an answer from the *******. I have been working out of town the past several months and I am back home so I need to get some answers on this.
Business Response
Date: 08/12/2022
We offered to allow the customer to return the ** 1/6/22 so long as the serial numbers on the box and ** matched and if there was no physical damage to it and per the customer the only issue was someone else was signed into the ******* app, indicating that it was previously used. Customer reported the issue on 10/24/21, and we replied he we would allow a return per those stipulations on 12/19/21 and if the data on the case is accurate (the customer sent photos on 01/05/22 showing the serial numbers do match). We also told the customer he could return it on 01/06/********** now and then, it looks like the customer didnt take any action so it has been almost 8 months and we are still waiting. AFW
Customer Answer
Date: 08/12/2022

Complaint: 17598001

I am rejecting this response because:
You are requiring me to pack and and transport the TV. I paid for delivery and now I must pay to have it unloaded and the gas to bring it back to the store. I would like a new TV swapped out.

Sincerely,

*******************************
Initial Complaint
Date:07/12/2022
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 February 7, 2022 my wife and I purchased patio furniture from AFW for our new home for approximately $900.00 This furniture was delivered the following week. At the time of our purchase and when the furniture was delivered we were not informed of any special instructions regarding the durability (or lack thereof) of this furniture. We were also informed that this furniture comes with a 1 year warranty against defects from the manufacturer.After about 90 days (mid May) we noticed the material began to feel brittle and worn even though we had only barely used it.After another 30 days we noticed the material had begun to tear and actually disintegrate.Immediately after seeing the fabric dissolve we contacted AFW and filed a claim. They requested pictures of the set and upon examination informed us that the item is not covered under warranty because it was caused by the sun. They did offer to give us a 20% credit towards the same replacement cushions that would cost us about $750 after the discount.There is no place in the warranty that states sun damage after just 120 days would not be covered under the warranty. Their customer service manager informed me that the decision made was final and there would be no other options offered to us.We are looking for a credit in the amount of $750 to cover the cost of replacing the defective pads or a full refund of the set. I have attached pictures of the set which shows the extensive damage. These are the same pics I sent to AFW for their review of our claim.I am hopeful you will assist with a resolution of this issue. We have purchased many items from AFW over the years and find it disappointing that they have taken a position to subjectively not honor their warranty.Thanks for your assistance and consideration of our claim
Business Response
Date: 07/13/2022
We were unable to find the account under the name, phone number or email address. We will call the customer with the phone number given in the compliant with hopes of resolution. Thank you . AFW
Customer Answer
Date: 07/14/2022

Complaint: 17558683

I am rejecting this response because: It did not resolve the issue.
I am pleased to say that the merchant called us back and made a satisfactory offer of a full refund of the item.
Based on this information we would like to withdraw our complaint.

Sincerely,

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

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American Furniture Warehouse Lifestyle Furniture is BBB Accredited.