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

  
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  American Furniture Warehouse Lifestyle Furniture

  2570 American Way Grand Junction, CO 81501

  
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  American Furniture Warehouse

  500 Pin Oak Road Katy, TX 77494

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/24/2024

  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.

  American Furniture Warehouse had advertised **** counter height chairs for $128, but when I came into the store, they were $148. The employee stated he could not change it in the system, so he suggested contacting customer service. I would appreciate an adjustment of the amount advertised versus the amount I paid which was $20 more per chair. I bought 4 chairs, so an $80 adjustment plus any applicable tax.

  

  Business Response

  Date: 11/25/2024

  While we very much appreciate Ms. ********* shopping with American Furniture Warehouse, the chairs that she purchased were the Y-4337 for $148.00. These chairs are still priced at $148.00 (see attachment). The chairs at $128.00 that she references are the Y-4337SC (also see attachment #2). These are two different chairs. Therefore, the customers purchase does not qualify for a price match or guaranty.

• Initial Complaint

  Date:11/21/2024

  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.

  Me and my boyfriend purchased a bed frame from this business that was delivered Oct 18th. On november 18th we went in store and due to the issues we were having with the bed, (squeaking, cheap wood, drawers hard to open) we exchanged it and the sales manager marked the original bed as damaged so the delivery fee AND restocking fee would be waived. The restocking fee was verified that it would be waived 3 times in store. I got a text message from a sales associate saying we would be getting a refund of $55.51. The receipt pictured below is for $160.74. NO ONE can explain where that number is coming from. I was also made aware via text message on the 20th that the restocking fee in fact would be charged. This business does nothing but lie and deceive its customers. I called customer service and they said there was a note from the 20th of november stating i was aware of the restocking fee. However I was in store on the 18th. This means they did not go in and leave a note until I raised an issue via text message about the restocking fee. I need the restocking fee from the company as well as an explanation as to why this company continues to lie.

  

  Business Response

  Date: 12/14/2024

  The customer came into the store 11/25/24 at which time the fee's were corrected with our apologies. Thank you. AFW 

• Initial Complaint

  Date:11/21/2024

  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.

  I bought furniture and scheduled a delivery on 11/21. When my delivery arrived I was told my dresser was not on the truck. When I called customer service they said it was damaged. Who is not telling the truth. When I asked for my delivery fee back they refused. I did not get the service I paid for since they cannot deliver it until a later date.

  

  Business Response

  Date: 11/22/2024

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

• Initial Complaint

  Date:11/18/2024

  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 purchased a lot of furniture in June of 2024. Some furniture was not functional when attempting to piece together, other furniture was defective or damaged. We rejected the damaged furniture and *** attempted redelivery of the defective pieces days later, claiming it was new furniture. We rejected the redelivery until verified new pieces were delivered. We returned the bedroom set that was non functional because a replacement was not available. We also ordered a media console with bookshelves and hutch but n9n of these items were delivered. After several weeks of waiting , with no updates, we contacted customer service who said they had no estimated time of delivery becuase of back ordered items, we canceled that order because origionally it was only suppose to take two weeks to get these pieces in the warehouse but we're only partially refunded. It has been five months of calling and calling and driving over 45 minutes to the store but still, no refund. I'm owed about $700 dollars countkess.hours if calling my bank calling the finance department calling the local store where these items were purchased and I'm no closer to getting answers. Some one please help me get my money back. At this point a full reimbursement for my time wasted and troubles should occur but in reality I just want my money credited back to my credit card so I Dont have to pay for furniture I never recieved. I have also requested detailed itemized statements from my account so I can review charges because they do not provide it to ****************. Still nothing no call backs or anything.

  

  Business Response

  Date: 11/25/2024

  We will reach out to this customer in hope of resolving this matter.

  Customer Answer

  Date: 11/25/2024

   
  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.

  I will hope that they do call me directly so we can once and for all settle this issue. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:11/13/2024

  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.

  The mattress I purchased 2 years ago has a huge dip in it now. The ******** has a 10 year warranty. I also purchased a mattress protector from them a ***** brand that also has a 10 year warranty. They are denying because of stains. The mattress is very clean. The stains they are referring to I cant see. If the stains are there , then the mattress protector they sold me was not working as it supposed to and the protector has a warranty. The mattress protector has absolutely no damage to it.

  

  Business Response

  Date: 11/14/2024

  We will be in contact with this valued customer with hopes of resolution. Thank you, ***

  Customer Answer

  Date: 11/15/2024

   
  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:10/17/2024

  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 sofa in American Furniture warehouse, and I was told that there is 1-year warranty on it.After 2 weeks I realized one of the pieces at the bottom has not been attached well and it just disconnected due to not established well by the manufacturer. I called the customer warranty claim, and the technician came and checked. The technician submitted the pictures and told us that it is the manufacturer issue. Then I called 2 days later, I was told by the warranty department that it will not be fixed.If the sofa is not repaired, I will go further actions and seek even my legal rights since it is not my fault of this issue. I was just hoping for repair. I am still waiting this issue to be resolved.

  

  Business Response

  Date: 10/18/2024

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

• Initial Complaint

  Date:10/09/2024

  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.

  Date of Transaction: 10/4/2024 Amount of Transaction: $3052.20 Items Purchased: Bed, 2 Nightstands, Bunkie Boards, ******************* Fee Delivery Expectations: Was communicated to me that I would be receiving a call on 10/9 to schedule the delivery for either 10/11 or 10/12. Resolutions Offered: Re-selection or full refund. Offered by customer care not sales manager.I did not receive a call on 10/9 from the sales manager so I reached out to ***. I was informed that only the bunkie board and mattress were in the ware house. After 4 calls and being transferred to customer service I was informed that the bed wouldnt be in for a couple more days and then it would take ***** days to process from there. While on with customer service I was informed of a disclaimer regarding the items being on back order and the days were subject to change. I then reviewed my receipt and a disclaimer was only listed under the night stands which are a separate line item on the receipt (uploaded). The customer service *** confirmed that she understands the confusion on my end. At 7pm I then received a call from the sales manager (******) that assisted me in the purchase. He did not try to solve any of my issues and was only defensive stating that hes very good at his job and communicated all this. I then inquired about the receipt and he told me it was my fault for removing the nightstands then adding them back to the order. He also stated thats just how the system does it in the same conversation. Bottom line is Im very uncomfortable with the fact that the receipt clearly shows line items with separate disclaimers and information, and my signature acknowledging whats ON the receipt. When paying $3000+ dollars at one time, as a customer I expect my receipt and documents to cover everything. I do not fully trust the explanation as to why the back order disclaimer is not included on the other line items and that it was communicated to me. Concerns it wasnt intentionally.

  

  Business Response

  Date: 10/10/2024

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

  Customer Answer

  Date: 10/10/2024

   
  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:10/02/2024

  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.

  We purchased a section that came in multiple pieces for configuration and the model we tested on the floor is what sold us. It was a chaise recliner and an armless recliner that we sat in and advised the *** we wanted to purchase. The price on the armless chair was marked at $248, I even sent them pictures. What was delivered was 2 armless chairs that do not recline. I called and spoke to customer service almost 2 weeks ago. She seemed to want to resolve this for me, but I now realize it is all just lip service. She sent my info to the sales *** and I reveived a call from the *** without resoltuon and was my 1st request for management to be involved. They want to charge me the $348 for the armless recliner chairs, when they had their floor model tagged wrong. They also want to charge me the 15% restocking fee for their error. Another almost $300 on top of the $1900 we already spent. I have asked for the ** to contact me 3 times without a return call. They promise great customer service and ******** and how helpful they are but at this point, no one has been helpful in correcting their error without additional cost to me. If this is not resolved, I am done purchasing from them and will post more ****** reviews to warn people of the service they will actually receive. I would like an exchange at no cost to me, because of the showroom,sales ***, and customers services lack of support to correct as promised.

  

  Business Response

  Date: 10/03/2024

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

• Initial Complaint

  Date:09/23/2024

  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.

  Hello,First off lemme say - I love this store. The people inside are always so friendly and you dont feel pressured for a sale. This complaint is not towards the front end staff but their IT/Operations team, not entirely based on my conflicting feelings about my purchase. Anyway, I tried calling regarding a warranty claim or possible furniture repair and the phone system defers to their website. Unfortunately the website that intakes warranty claims, the web-forum is broken as it does not appear to receive my entry nor have I gotten a notification that my entry was received by my email. I also tried to put in a review on this chair online and it does not post my 3 star rating attempting to warn others that this awesome chair may not live beyond 2 years. While this could definitely be an innocent programming bug by their web team, this gap permits suspicion for folks to be silenced, as it requires even more effort for resolution. Please fix the website to permit appropriate communication channels.

  

  Business Response

  Date: 09/24/2024

  We apologize for any confusion...We do see the needed part has been ordered and it will be shipped to this valued customer. Thank you, AFW

• Initial Complaint

  Date:09/15/2024

  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 received the wrong part after they charged me for the full amount, when I asked them to replace the wrong part they had me call customer service and had to wait for more than one hour and they told me to pay taxes which I am ok with but also they stated that they cant ship the correct part and I have to pick it up and they dont have any dates and I need to travel outside the country and afw has ruined all of my plans and their customer service hung up on me and it has been over all a very bad experience for a customer who spent about seven grand on that order.

  

  Business Response

  Date: 09/16/2024

  We will reach out to the customer in hope of resolving this concern.