Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Furniture Warehouse Lifestyle Furniture

  8820 American Way Englewood, CO 80112-7056

  
• 

  American Furniture Warehouse Lifestyle Furniture

  1700 S Abilene St Aurora, CO 80012

  
• 

  American Furniture Warehouse Lifestyle Furniture

  9410 Wadsworth Pkwy Westminster, CO 80021

  
• 

  American Furniture Warehouse

  2805 N Chestnut St Colorado Springs, CO 80907

  
• 

  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:01/10/2025

  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 bed frame from *** on 12/31/24. I paid an extra $89 to have them deliver and set up the bed frame (total amount was $469.35). The crew who put the bed frame together stripped the bolt and left washers on the floor that were to go onto the bed frame. I called customer service at *** in ******** and spoke to ****. **** offered $25 credit or $50 in store credit to rectify the situation. I declined both and told **** to come and remove the bed frame. **** never stated that I would be charged any fee.A different crew came to remove the bed, I figured if they could fix what was damaged by the first crew I would keep the bed frame. After a half hour of them trying to repair the bed frame they were unable to repair it and torn the bed down. When they removed pieces of the frame, they saw additional damage that the first crew had done to the bed frame. I watched while one crew member called customer service to tell them about the additional ************ (1/10) I spoke to another customer service agent at *** and they said they will refund all the money minus the $89 delivery fee. They said that **** had noted that I had taken the $25 credit and that is why they will not refund the delivery fee. For the record I did not accept the credit that **** offered. The agent had said that all phone lines are recorded, but when I asked for them to pull up my call with ****, they conveniently could not find it. Once again, I did not authorize the $25 credit. I want to be made whole; I took two days off for entire event. I have no bed frame and I am paying AFW $89 for absolutely nothing.

  

  Business Response

  Date: 01/11/2025

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

• Initial Complaint

  Date:01/08/2025

  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 am extremely disappointed with the lack of follow-up and resolution from American Furniture Warehouse regarding the balance owed to me. Despite multiple attempts to address the issue, I have not received the $16.58 that is rightfully mine.I initially made a purchase totaling $468.81 on 09/30/2024, and due to a issue with the delivery, I was promised a refund of $39.50 for half of the delivery charge and $117.93 for the lamp. While I did receive partial refunds totaling $140.85, there is still a remaining balance of $16.58 that has not been refunded to me.After contacting ******* on 10/24/2024 and being promised a resolution, I have yet to receive any further communication or the remaining refund. When I followed up with ******** on 01/07/24, she claimed that the $16.58 was sent to my bank on the same date as the other refund, but I have not seen any evidence of this transaction. My bank also states that they have not received the refund payment. I have requested that *** complete a trace on the refund with their bank to determine where the refund went however *** refuses to comply.I am frustrated by the lack of accountability and responsibility shown by American Furniture Warehouse in resolving this matter. It is unacceptable to brush off the issue and blame it on my bank without providing any proof of the transaction. I demand immediate action to rectify this situation and provide me with the $16.57 that is owed to me.

  

  Business Response

  Date: 01/09/2025

  Looking at our records we see the refund was made 10-10-24 and it posted on our side...we have suggested to the customer to contact her bank for assistance (the customer's bank would not give us their customer information) if assistance is still needed. We gave the customer the information to what bank and account the refund was sent to. Thank you, AFW

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22787468
  
  I am rejecting this response because:  I have contacted my bank as well as reviewed my bank statements thoroughly.  There is no records of *** providing me with the refund in question.  My bank requested that AFW place a trace on the supposed refund with their bank and provide us with the information from the trace.  *** refuses to place a trace on the refund to determine where the refund was sent to and obtain any confirmation numbers.  My bank would not refuse a refund or credit to my account if it was sent through by ***.  AFW is simply trying to cheat me out of my money.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/22/2025

  We would be happy to research this further with hopes of finding out why the customer has not seen the refund as of yet. Thank you, AFW

  Customer Answer

  Date: 01/27/2025

   
  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.  As stated by American Furniture Warehouse, the refund was made to two different accounts which was not initially made clear to me.  I am satisfied with the resolution.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/07/2025

  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 had purchased a couch from American back in March of 2024. We spent roughly $1200 on this couch. The business told us there is a year warranty should anything happen to the couch. We then reached out starting in July of 2024 about random tears occurring on the couch. At this time we had not hardly been home due to travel so we rarely used the couch. We asked for them to repair the couch cushions but they stated it wasnt able to due to not being a manufactured defect. We then proceeded to purchase a cushion cover from them because we didnt want the back and forth. They took the money but never placed the order till a month after I realized we didnt receive confirmation. Upon calling them they stated that they never placed the order and dont know when it will arrive. It magically arrived the following day. Mind you took our money and would not have done anything had I not called and told them this for a full day to get the order placed. Then I requested they fix the others under warranty and provided a definition of manufacture defect which is the material of this couch. They now are saying January 2025 that we can pay $339 to have the couch replaced only if they deem it to have the damage it has. I refuse to pay this and should either have the couch cushions repaired under their warranty or have the couch completely replaced free of charge. I should not be purchasing anything anymore and have been taken advantage of and had the run around for months.

  Customer Answer

  Date: 01/07/2025

  There hasnt been a resolution yet. I am currently emailing the person who responded. I missed this section.

  

  Business Response

  Date: 01/07/2025

  We are unable to locate the account under the name and or phone number given here. May we ask that the customer emails us at ******************* with the name and phone number we would have on file please? If the customer has a customer number or an order number, that would be helpful as well. Our apologies, AFW

  Customer Answer

  Date: 01/07/2025

   
  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,
  
  ****** ********

  Customer Answer

  Date: 01/08/2025

  I am needing to reopen my case ********. This is regarding American Furniture. We had purchased a couch from American back in March of 2024. We spent roughly $1200 on this couch. The business told us there is a year warranty should anything happen to the couch. We then reached out starting in July of 2024 about random tears occurring on the couch. At this time we had not hardly been home due to travel so we rarely used the couch. We asked for them to repair the couch cushions but they stated it wasnt able to due to not being a manufactured defect. We then proceeded to purchase a cushion cover from them because we didnt want the back and forth. They took the money but never placed the order till a month after I realized we didnt receive confirmation. Upon calling them they stated that they never placed the order and dont know when it will arrive. It magically arrived the following day. Mind you took our money and would not have done anything had I not called and told them this for a full day to get the order placed. Then I requested they fix the others under warranty and provided a definition of manufacture defect which is the material of this couch. They now are saying January 2025 that we can pay $339 to have the couch replaced only if they deem it to have the damage it has. I refuse to pay this and should either have the couch cushions repaired under their warranty or have the couch completely replaced free of charge. I should not be purchasing anything anymore and have been taken advantage of and had the run around for months.

  Customer Answer

  Date: 01/14/2025

  After emailing directly I received no response from that email directly. But ****** my fianc who is the person the order is under received a call and they want us to pay to have the couch still repaired or replaced in some fashion. In which I cannot agree to because they have a warranty that this is covered under. Furthermore, I suggested they pay to replace all covers on the couch and be done. 

  Best regards, 

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

  Customer Answer

  Date: 01/16/2025

  Thank you. I did send them that information to the email. The customer name is ****** **** (my fianc) *************. He has this email and will respond as well to provide permission. 
  
  

  Best Regards,
  ****** **** and ****** ********

  Customer Answer

  Date: 01/16/2025

  I give ****** ******** permission to respond. 

   

  -****** Sawh 

  

  Business Response

  Date: 01/21/2025

  We will follow up with the customer to make sure the customer feels their concerns were addressed satisfactorily. Thank you, AFW 

  Customer Answer

  Date: 01/29/2025

   
  Better Business Bureau:
  
  

  Hello ******, 

   

  This is now resolved. They sent us the covers at their cost and we received them Monday. 

• Initial Complaint

  Date:12/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and purchased a sectional and a power recliner. After picking the furniture up and unloading, after traveling 2.5 hours back home, the recliner appeared used. I called and spoke with a rude and unprofessional customer service representative, ******, after holding over 30 mins. I explained how recliner appeared used as follows:1) No wrapping; no plastic or any other material 2)No tag 3)Damaged power adaptor 4)The chair was already assembled although the salesperson stated that light assembly was required 5)The cushions appeared lightly worn Our first thoughts were that this was a floor model although we paid for a new recliner. The Conroe location did not have the recliner in stock, so it was ordered from *******, **, This piece is out of stock in all local stores, which appears to me as a red flag that this may be an inventory issue.****** stated that she even asked her supervisor, and there is no history of the recliner being previously sold. She stated that she guesses that the recliner comes that way, but she could not explain how the power adaptor was damaged and how it appeared that someone sat in it. She stated that she was sure it was not used and asked for pictures (which I took after unloading). I asked to speak with her supervisor, and she authoritatively stated, We dont have supervisors. We are the **************** Managers, and you talk to us. Send me the pictures, and I will get back to you." She then stated that the recliner is out of stock and cannot be delivered for 4-6 weeks. ****** refused to provide contact info to write to corporate office. She stated that I called her a liar due to my questioning about the product we paid for. I informed her that I called customer service about my issue, and not hers. I never called her or anyone a liar; however, she seemed to downplay my concerns with her guesses of how the recliner came in that condition. ****** transferred the call to another agent at her level.

  

  Business Response

  Date: 12/31/2024

  Looking at our records from 12/30/2024 at 15:36:23 we spoke to the customer and agreed to picking up the merchandise for a full refund. Thank you, ***

  Customer Answer

  Date: 01/01/2025

   
  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:12/15/2024

  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.

  10/21/24 I ordered some furniture from ***. It was a special order and would not be available for several weeks. The sales order # is 81M016322. I was contacted about the order sometime in November that the order was available for delivery and I needed to set up a delivery date. The only day delivery was available was 12/16/2024. I set the delivery for that date. At the time of the order or when I scheduled deliver I was never informed that the delivery date could change or the delivery could be over a 2 day period. I started checking the *** website for delivery information the week of 12/09/2024 everything said on ******* said it would be delivered between 6 pm to 10 pm on 12/16/2024. I took a vacation day from work as soon as delivery was scheduled for 12/16/2024. I received a text message and an email from *** on 12/13/2024 stating delivery would be 12/16/2024. I confirmed through the text that delivery would be 12/16/2024. I received an email and a text on 12/15/2024 at 12:22 pm that the delivery is being changed to 12/17/2024 between 930 to 130. I contacted *** because I am not available this day as I have already taken a vacation day for this delivery. I do not have a flexible job to be able to move my time off. *** was not helpful with this situation and I was told (for the first time) that there is a 2 day delivery window for out of area delivers. I will not have to pay someone to come to my house to wait for the company deliver the furniture. I am out 8 hours of vacation time and also the money I will have to pay someone to sit at my house for the delivery.

  

  Business Response

  Date: 12/17/2024

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

  Customer Answer

  Date: 12/22/2024

   
  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:12/10/2024

  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 wife and I bought matching living room couches and a recliner from *** in June 2024. This set was returned in within 30 days because it was falling apart. We were offered store credit and went back to try to find another set that we liked. The salesperson showed us a grey leather set and stated this product would meet our needs. 6 months later this set is absolute torture to sit in for more than three minutes. The lumbar padding is gone. A representative from *** came to the house to assess and stated this product has a 260lb weight limit. *** states there is nothing they will do about this. If there is a weight limit on the furniture, I feel this should have been disclosed by the salesperson as I am not a small man. I feel this is a deceptive practice, sell a person a product and then AFW say: "well you are clearly too big" so we will not honor the warranty. And if being over the weight limit was the reason with the recliner where I sit, then why is this problem consistent on the couch where my wife and son (who weighs much less than the weight limit) sit?" I feel this is a substandard product and I feel that *** should be held accountable on their warranty.

  

  Business Response

  Date: 12/11/2024

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

• Initial Complaint

  Date:12/07/2024

  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 bed from this particular store, when it arrived I began to assemble the bed. During assembling the bed, I discovered that one of the parts didn't match (wrong piece). When I contacted the stores customer service department and explained the situation, all they said was that I had to contact the manufacturer. They said it wasn't their fault and all they offered was a phone number. When I asked for them to make contact on my behalf, the agent refused to assist further, when I asked for her managers name, she refused to give me the information and began accusing me of harassment. She then disconnected the call before I could finish my request for compensation. I want it known to all that they do not assist the customers as they claim.

  

  Business Response

  Date: 12/11/2024

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

• Initial Complaint

  Date:12/05/2024

  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 bedroom suite on 7/13/24 and paid cash for it. On 12/04/2024 the bedroom set dram came off the rail. My daughter notified me and I then put a work order in and the tech came out in 12/4/24. Someone from *** was suppose to give me a call, but never did so I called them. The customer service *** for services was rude and told me that it would have to come to their shop which would take two weeks. This bed is made of cheap material and cant be fixed. I need a ***lacement! Its under a one year warranty. My daughter cant be without a bed for two weeks. Thats ridiculous! My daughter needs a bed asap! The same way they took my money, my bed needs ***lacing!

  

  Business Response

  Date: 12/05/2024

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

• Initial Complaint

  Date:12/05/2024

  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.

  On 11/31/2024 my partner and I went to the American Furniture Warehouse located at *************************************************************************** and purchased a couch and recliner and were told it would be delivered on 12/4/2024, so on 12/03/2024 we had given our old furniture away. Our delivery time was for between 2 pm and 4 pm. I received a call on 12/04/24 that they were running ahead of schedule and would be here around 11:00 am. around that time they sent a text that they were five minutes away and we tracked them and saw they were on our street. about 10 minutes later received a phone call from the office in ******** saying they could not deliver our furniture today because the truck was on not on our route. we went around this a few times and were told they could only delivery it on Friday and that deliveries were set up by the computer. Needless to say, we have no furniture and have to wait another two days. When we called the store to speak to the manger the phone just rang, we tried twice. We will never buy from the establishment anymore.

  

  Business Response

  Date: 12/05/2024

  We were unable to pull up this customer's account using the phone number (the phone number looks to be an invalid phone number), Name, or email address. We ask that this customer email us at ******************* with their customer information including a contact phone number so that we can look into this with the customer with hopes of resolution. Thank you, AFW

• Initial Complaint

  Date:12/02/2024

  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 bought a new sofa and loveseat in Jan 2024 from ***. In September of 2024 there was an issue with one of the motorized recliners on the sofa. I called *** to submit a warranty claim. On September 14th, a technician from *** came to my home and determined that a faulty mechanism was to blame for the failure. The next day we were informed via email that the replacement parts would need to be ordered with an eta of 1-2 months to receive them. I called again on November 18th and was told the parts would be in on November 22nd and my sofa would be pocked up for repair. Again, no communication from ***. I called again on December 1st and was told the part was still not available and the representative, ***** would contact the parts department and either call me back the same day or on December 2nd at 8am. Here it is now 2pm as I'm writing this complaint and still no communication from ***. At this point, I want to return this defective furniture for a full refund.

  

  Business Response

  Date: 12/03/2024

  A return was keyed yesterday with no fees...pickup is scheduled for 12/2/24. Thank you, ***