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:09/13/2024

  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 table on 8/10/24 with verbal promises it will be at the store for pickup on 9/6/24. I agreed on the purchase of $429. Fast forward to 9/6/24, I called the store customer service and they informed me the table would be ready for pick up on 9/12/24. I called on 9/13/24, asking again about the table. They informed me the table would be here 10/28/24 for pick up. I fell as this business is false advertising and sales people are just trying to earn a quick ***** Very unprofessional and I fell as if I was taken advantage of and mis treated. **************** offered no type resolution besides waiting.

  

  Business Response

  Date: 09/14/2024

  This is an extremely good customer and our apologies in the late shipment (that we are now expecting in the early part of November). Of course we would allow a full refund if the customer would prefer. Again...our apologies to this valued customer. ***

• Initial Complaint

  Date:09/07/2024

  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.

  Received push back recliner 07/27/2024. Today is 09/07/2024. The back cushion is already worn and the leg rest has indentations, plus the overall look of the material looks worn. I'm infuriated and disappointed. I want a refund. Called customer support . She explained they can't take it back or give a refund. I do not want a replacement.

  

  Business Response

  Date: 09/08/2024

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

• Initial Complaint

  Date:08/30/2024

  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.

  On May 11 2024 I purchased two outside patio lounge chairs I put them on my American furniture warehouse credit card On August 28 I went out to cover my patio lounge chairs and saw that one of the chairs had what appears to have a hole in the middle of the wicker and the back of that chair the wicker strands coming out On August 29 I sent an email to American furniture warehouse warranty department and got a response that the warranty is valid for a year however the chair is weather damaged and cannot be returned I looked at their site of the link they sent in the email of how to care for patio furniture which is exactly how I care for my furniture I called American furniture warehouse on August 30 and spoke with a customer svc mgmt who did nothing but back the warranty policy after much back-and-forth. She said she would contact the replacement department, but they were too busy to talk to me and it could be 24 to 48 hours. I called back and spoke with another manager named, ****** and she was extremely rude. She cut me off and did not let me speak very much, but did say the repair department. was told that they did get approval for a one time replacement but I would need to bring the chair down and I only have one week to do it If they are to come and get the chair, they will charge me. I am disgusted that I have a one year warranty and a lounge chair that is only three months old meant to be outside and they are already trying to say damage and not defect when the 2nd chair is in perfect condition I believe that American furniture warehouse should cover this under warranty and come to my house with a replacement chair instead of putting me the customer out to not only deliver the chair back to them, but have a timeline of one week ESPECIALLY When American furniture warehouses own description of this lounge states sturdy outdoor chaise lounge is quality crafted of resin wicker over heavy-duty steel in a powder coated finish for all-weather protection

  

  Business Response

  Date: 08/31/2024

  We will reach out to the customer to resolve the matter.

• Initial Complaint

  Date:08/19/2024

  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 couch online from American Furniture Warehouse. When they delivered the couch it was damaged on 2 different spots. I contacted their customer service department via email and a few days later they responded and asked that I send pictures of the damages that were on the couch. I submitted the pictures and a few days later they reached out with several options. I chose to have the damaged items replaced and new ones delivered. They then setup a delivery date, and the new items were delivered. While the delivery driver and his helpers were in my home I looked over the new items and noticed that the portion of the couch they delivered was more damaged then the piece they took away. While in the home they contacted customer service and setup another exchange. I was told to keep the damaged item they delivered until an exchange could be done. I was very upset with getting another damaged item. So, the next week I contacted customer service and said I did not trust the durability of the couch and was afraid it would get damage after I had it for a short period of time. So, I requested that the whole couch be picked up and to exchange for a whole new couch that I was familiar with and trusted the durability. The customer service agent then stated to send pictures of the parts of the couch that were not damaged. I had pictures taken and sent over to them. I called back today to get a customer service agent that was not very friendly. She stated that if I had the couch picked up and a different couch delivered they would charge me a 15% restocking fee. Which I was not ok with. I told her they delivered a defective couch twice now and that they were strong arming me to keep a couch that has shown that it is not durable. I asked to speak wo someone above her, she refused to transfer me, would not give me a name of anyone or a phone number. She then stated she was a supervisor and this is all she is willing to do. I do not feel I should have to pay a 15% fee.

  

  Business Response

  Date: 08/20/2024

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

• Initial Complaint

  Date:08/18/2024

  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 bed and couch from here not too long ago. Bed delivered with some cracks and defects however AFW did agree to replace and fix the issue. I bought an expensive couch with AFW and paid for delivery. Upon delivery I noted that there was a section that was faded and within the next few weeks I noted significant fading. I talked to AFW who informed me that I can it return but will have to incur a restocking fee and delivery fee again. Upon questioning why I would have to incur costs I was informed "well thats a manufacture issue and not our problem." Basically AFW will have no issue selling you low quality items and not correcting the issue.

  

  Business Response

  Date: 08/18/2024

  We will reach out to the customer.

• Initial Complaint

  Date:08/09/2024

  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 couch, a chair, and a loveseat with electric recliners on February 12, 2024. My wife noticed that the chair seat was not put together even. Putting a straight edge across the top and measuring from the straight edge to the seat on both sides and the dimension is not the same. The chair was not put together even. A small tear has developed on the couch. We contacted the American Furniture Warehouse, in our case they are not backing the furniture we bought. They want to charge us to repair the chair that was not assembled even. I don't think anything was said about the tear except it was not factory defect. In the past, our couches have lasted 8 to 10 years.

  

  Business Response

  Date: 08/10/2024

  We sent a technician out to evaluate both the chair and the loveseat. The chair felt firm to the technician, and he could find no defect. However, we can exchange the chair as a courtesy to the customer in hope of resolving their concern. As for the love seat, the tear is not a defect. It is not on a seam or an edge where there could be a possible stitching issue. This is on a main surface of the seat and looks to be caused from something gouging the fabric, as shown in the tech picture vs the drivers picture the day of delivery where there is no indication of any issue. Therefore, we would charge parts and labor to repair this damage. We will reach out to the customer in hope of closing this case.

• Initial Complaint

  Date:08/07/2024

  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.

  My couch recently stopped working (switches) and I was told 2 times by 2 diff employees that my couch had a 5 year warranty. I was instructed to order a part and they came to install it and that was not actually the part needed- but I was still charged. Then, today I spoke to a woman named ***** in customer service and was told my couch isnt under warranty- its only 1 year and if they cant fix it- then theres nothing they can do. I asked to talk to a manager and she said No 1. Id really like to address why I was told on 2 separate occasions recently my couch was covered under warranty and now its not 2. Id like a refund for the part installed today that did not fix the couch. 3. To be told noWhen asking to address these issues is just utterly unprofesssional.

  

  Business Response

  Date: 08/08/2024

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

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22107670
  
  I am rejecting this response because:
  

  I havent heard back from the company. I did call their customer service line and was told that it may take ***** days for the oem to respond and if they cant replace the switches then my couch cant be fixed and they will not replace it despite it being grandfathered under their warranty.asked for a copy of this warranty, never received it. 

  Would really appreciate a call from management. 

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

  

  Business Response

  Date: 08/20/2024

  Parts can take some time to receive from the vendor, if parts are available at all. This piece was purchased in 2020 and the manufacturer only warrantied for 1 year. AFW is honoring our own warranty at that time of purchase and we are trying to repair at no cost to the customer. We will reach back out to the customer in hope of a resolution.

• Initial Complaint

  Date:08/05/2024

  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 King ******** and King adjustable base from American Furniture Warehouse; however, the next morning I measured and found the dimensions fell short of those for a King **** which made the bed too short for me to sleep on. I went into the store to inform them of the issue and measured the same mattress on display with the manager who confirmed the dimensions were incorrect. **************** offered a full refund and return and gave me a refund slip to present to the delivery workers. 8/3, the mattress and bed frame were picked up but when I gave the return slip to the delivery person he said he didn't need it and as soon as he uploaded the pictures the refund would process. I have not received any confirmation of my refund nor has it been processed and the merchandise was returned. This means I'm out $2500 and I also don't have the bed. I would like to be refunded as promised.

  

  Business Response

  Date: 08/06/2024

  We apologize the refund wasn't done sooner. The refund has been processed as of 8/05/24 and we have emailed the customer a copy of that refund receipt. Depending on their financial institution, the refund can take 3-5 business days. We hope for your understanding in this and, again, our apologies.

• Initial Complaint

  Date:07/30/2024

  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.

  At the beginning of July we went to American Furniture Wearhouse and place an order for a desk, two chairs on that date. We were specifically told that both the desk and one of the chairs was on back order and would not be in until the end of July and that is the earliest they would be able to get it delivered to which we agreed. The sales associate read off the order directly to us and took us up to the cashier to complete our order. We walked out of the store, thinking our order was complete. On July 30, only a portion of our order was delivered. When contacting the store and the sales associate about the purchase and the missing chair, they all acted like they had no idea what we were talking about. There was no additional chair on our order. It was just One single chair, and one desk. We spent over an hour in the store with that sales associate trying different chairs. Now we are inconvenienced and told we need to go back to the store or go online and make an additional purchase and we would have to pay an additional delivery fee in order to get the chair that we placed in our original order. This is absolutely absurd, there is zero apology or accountability that the store is willing to take for their mistake. The only thing that they care about is the money and charging us even more for another delivery.

  

  Business Response

  Date: 08/02/2024

  We did find a customer record using the phone number provided, but we aren't finding any record of a desk and chairs purchased with AFW under that customer record. We will reach out to the customer with the phone number listed and attempt to resolve this concern.

• Initial Complaint

  Date:07/30/2024

  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.

  Transaction Date: 12/01/2023 I purchased a couch from American Furniture Warehouse. I was told not to treat the couch with any conditioner for at least two years. I do not use the couch very often and I have not treated the couch. I have blinds that are always closed in my house so it takes no sunlight. They told me I used some sort of chemical. They have sent me two emails rejecting my claim. I hardly used this couch and its fading and chipping leather away. When purchasing this couch I was considering the warranty as part of the purchase.

  

  Business Response

  Date: 07/30/2024

  We will reach out to the customer in hope of a resolution.