Business Profile
Furniture Stores
American Furniture Warehouse Lifestyle FurnitureHeadquarters
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
- 229 total complaints in the last 3 years.
- 59 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/23/2024
Type: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 2/6/2024 we purchased 2 couches and a recliner. In the last 4 years we furnished 2 houses and spent around $10,00.00 with AFW. The recliner that was purchased on 2/6 is falling apart ! when you sit in it you are sitting on the wooden frame and the seat padding is forced to the foot rest. After multiple attempts with the warranty department we had to go to the store and see the manager on 6/17/2024, A service technician came to our residence on 6/20 and agreed there was a problem with the recliner. Instead of replacing the recliner AFW decided to repair it. After waiting for a month we had to call the store manager to get AFW to make the repair. On 7/17/2024 the recliner was finally picked up, and on 7/20 it was returned with the same issue it left with. I don't believe that a repair was made!!! AFW dos not stand behind their warranty, or their mission statement that's on the wall behind the service counter!!! I'm hoping that the BBB can help us resolve this issue by getting us a refund $398.00 + tax refund (preferred) .
Business Response
Date: 07/26/2024
We will reach out to the customer in hope of resolving their concerns.Customer Answer
Date: 07/31/2024
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 have received a refund . All of this could have been avoided if AFW would have stood behind their warranty and their and mission statement and took care of the situation the first time!! You shouldn't have to file a complaint with the BBB to get results. I am no longer a customer of AFW.
Sincerely,
********************Initial Complaint
Date:07/19/2024
Type: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.
Motor failed on a power recliner thats only a few months old. I send in a warranty claim form. Nobody contacted me. I sent a follow up email, nobody replied.Business Response
Date: 07/20/2024
We responded to the customers claim on July 12th, asking for pictures of the item's serial numbers, so that we could order parts. We even offered to send a technician and we received no response. We will reach out to the customer again in an attempt to resolve his concerns.Customer Answer
Date: 07/20/2024
Complaint: 22017319
I am rejecting this response because:Business hasn't responded yet.
Sincerely,
***************************Business Response
Date: 07/26/2024
We reached out to the customer and shipped parts to him after his initial complaint. Unfortunately, they were shipped to his billing address and not the shipping address we have on file. We have since reordered the parts to be shipped to the correct location and will schedule the tech for repair once the parts have arrived. We apologize for this inconvenience.Customer Answer
Date: 07/26/2024
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:07/18/2024
Type: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 company in question is refusing to refund me for the wrongful delivery charge it owes me. It charged me twice on the same day for one single delivery schedule. When I inquired about the charge the manager I spoke with lied and said the delivery personnel came by my house twice in the span of 5 minutes; which was a lie. Every time I called to ask when my refund would be *** in bank I get an extended date. It has now been a month.Business Response
Date: 07/29/2024
We are looking into this and will reach out to the customer.Customer Answer
Date: 07/30/2024
Complaint: 22010687
I am rejecting this response because AFW has called me couple of times and sharing a screenshot of the refund being made out to me on 7/12/24. They two individuals I spoke with last week and this week all promised to call me back but never did. I fear the company doesn't know how to process refund or having a malfunction with its system which should trigger an IRS investigation if they are doing this to many customers.I checked with my bank and the bank stated it has not received anything. I would like to take this complaint to a mediation if at all possible.
Sincerely,
*******************Business Response
Date: 08/09/2024
On 8/01/24 we spoke to the customer who informed us that he found the refund under a different card/account than where he was looking or thinking it would be. This matter should be fully resolved, as the customer has received all refunds due them and has acknowledged this with us. We have the call recording if needed.Customer Answer
Date: 08/09/2024
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:07/17/2024
Type: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 12/1 I cancelled gift card **************** and repurposed gift card ****************. I tried to use the gift card several times and the website said card is not valid. I have made 5 attempts to call with the following results.1.It will be fixed.2.I will send it to the accounting department, and someone will call you back. (no one did)3.Hung-Up on 4.I will send it to the accounting department, and someone will call you back. (no one did)Business Response
Date: 07/20/2024
We are looking into this but will need more information. We will be reaching out to the consumer for that information in hope of resolving their concern.Initial Complaint
Date:07/10/2024
Type: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.
Order #: 33J585454 I placed an order with this business, and there was a manufacturers defect with the table. When I contacted the company to utilize their one year warranty program, the representative named ***** and the customer service department was extremely rude and displeasing and told me that I am the one that caused the damage to the table, though the representative has no proof that this is the case. I am unsure why I am being discriminated against in regards to utilizing the warranty program when there is no basis of user damage but rather manufacturers defectBusiness Response
Date: 07/12/2024
This table was picked up by the customer on 11/12/2023 and the damage shown in the pictures provided by the customer are not, in any way, a manufacturer defect. The damage is physical and from some type of blunt force, therefore not covered as stated on our Warranty page at ****************************...
Exclusions
"This warranty does not apply; (a) to any damage caused by abuse, neglect or misuse of product in a way that it was not intended"Customer Answer
Date: 07/19/2024
The company sold me a table with noticeable damage on it. I brought this to the companies attention with the time frame to utilize their warranty and they are not adhering to the language of their warranty program. My issues are still outstanding.
Best regards,
*********************
Business Response
Date: 08/08/2024
Our apologies in our tardy response. We have since attempted to reach out to the customer by phone and will try again in hope of resolving the issue.Customer Answer
Date: 08/08/2024
Complaint: 21972027
I am rejecting this response because:I would like the replacement table to be delivered to my home address ****************************************************. At which time, AFW can pick up the old table. The table is extremely heavy
Sincerely,
*********************Business Response
Date: 08/13/2024
We will reach back out to the customer.Customer Answer
Date: 08/13/2024
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. Thanks to the help of BBB, my issue has been resolved. I send my thanks to the handling adjuster and to the lady who I spoke with at AFW. I formally, withdraw my complaint.
God bless,
*********************Initial Complaint
Date:07/10/2024
Type: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 06/21/2024 I made a purchase from AFW of $2554.85 that was delivered 06/24/2024. It included a sectional and a bed frame. When the movers moved in the bed frame, they assembled it without a critical support beam, which led to the bed cracking, breaking, and caving in on the side without the beam. I discovered the missing beam upon moving the mattress. I called support several times and they claimed they were working on it and would call with someone to come repair it, but never called back. I had a bed I could not sleep in, and had to hire someone to come and make the frame usable. I also emailed support, which got back to me weeks later and did not respond to my reply. I had to pay over $300 in labor and materials to make the bed frame safe and usable.I was also sent the wrong sectional pieces and would have had to pay a restocking fee to send them back for the right pieces. Additionally, the movers who incorrectly assembled the bed frame broke my TV which was on the floor in that room.AFW has overall not responded to my concerns about the bed frame, and the phone operators say they will help to get me off the call but never actually follow up. Due to no response for weeks, I felt it was necessary to file a complaint with BBB as this business delivered and built a faulty and unsafe product and has evaded responsibility.Business Response
Date: 07/12/2024
We will be reaching out to the customer in hope of a resolution.Customer Answer
Date: 07/12/2024
Complaint: 21968948
I am rejecting this response because I was delivered an unsafe product and despite repeated efforts to get help from the business, I was not followed up with for weeks. The customer service agent on the phone said they could not compensate for the bed because I chose to have it fixed, but I had no choice because it was unsafe and unusable. My cats go under the bed and if it fell further it could have killed them. I had to have it fixed and AFW was absolutely no help. The fact remains that the bed was delivered in unusable condition, and while I appreciate reimbursement of the delivery fee, this does not come close to the costs, and I feel reimbursement of the product would be more appropriate. The agent on the phone was dismissive of the situation I was put in by the business and how incompetent they were in doing anything to help, and I am thoroughly dissatisfied with their service and resolution.
Sincerely,
*************************Business Response
Date: 07/20/2024
After thoroughly reviewing the issue, we are reaching out to the customer again.Initial Complaint
Date:07/05/2024
Type: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 placed an order with AFW for multiple items. On the first delivery my table was installed with bad scratches on the wood. I told them to take it off and replace it. On the next delivery they delivered the same piece of table just with sharpie or paint to cover the scratches in the EXACT same spot. They claim its a different serial number and new piece, but one of the workers also told me that a lot of the time they will cheaply cover it up, and replace the serial number with a new one. I was told I would receive a call, and I never did. I called today and was told I would receive a call back in 7 minutes. Never heard back. I have now been without a table for a week with no word when I will ever get one since they do not answer my calls.Business Response
Date: 07/06/2024
We will reach out to the customer in hope of resolving this.Initial Complaint
Date:07/04/2024
Type: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 two pieces of ******************** the end of May. I was told around the first week or so of June I should be able to pick up my two pieces of patio ********************- Ashley ******************** 3 seat couch/sectional. I had my credit checked and dinged because I was under the impression I would get them soon since they were not in stock. I just not got the pieces....the beginning of July. I got them to use for the majority of the summer and now had to waste a month of it waiting for the actual merchandise. They say "Its out of our control", but that is not a resolution. I would like a $300 check to put towards paying off this ********************. If they have to get that money from Ashley ******************** who is the one delaying their product so be it. *********************** ****************************************Business Response
Date: 07/04/2024
While we are sorry to hear of the customer's frustration. The manufacturer gave us fulfillment dates of mid-June (which was printed on his receipt). Unfortunately, the items came in a little later in the month, which can happen with unforeseen shipping delays. AFW does not compensate for having to wait for back ordered items, as this is not something that AFW has any control over. We would also like to point out that when customers finance through ***** Fargo, the customer's terms of that financing do not start until they take possession of the items financed, not when ordering. Again, our apologies for your frustration and we hope that you are enjoying your furniture.Customer Answer
Date: 07/04/2024
Complaint: 21943376
I am rejecting this response because:The fulfillment date was not on any receipt I received. Can you show me the proof of that time stamped when I had my credit checked to get approved? It was more than a month after that happened. That is not acceptable. Whether it was in your control or not. Like I said, if you have to go after Ashley ******************** to get the money to get me the money, so be it. My time to pay this off begins now and I would like the $300 check
Sincerely,
***********************Initial Complaint
Date:06/29/2024
Type: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 Mattress has failed. There is a 2" divot in the bed. I get very sore. They came out to do an inspection. They take measurements from the top middle and bottom of the mattress. They are supposed to use an 8' straight edge. This would go from one side to the other. Then they set it on the bed and measure the depression in the mattress. The use a cord which you can see in the photos. This cord simply lain on the mattress and followed the depression.. You can see in the photo there is no tension on the cord, it simply lays on the mattress. There is no possibly way to get an accurate measurement. I asked the inspector how this could possibly give a good measurement. He said he had no idea and had told his bosses this was not a good way to measure. He agreed that we needed to use a straight edge. Or you would need a way to support the cord and stretch it to keep it taught. The had two metal washers on each side of the cord. I guess to give it a little tension. These were maybe one oz on each side. This did not help at all and the cord just laid on the mattress. The small gap supposedly being measured id where the buttons are in the pillow top. There is a small depression by each button and that is what they are showing. The claim I have a 1.5" depression. The warranty covers unto a 1.5 depression ironically. Anything more and they consider it a defect. Look at the photos. The one showing a 1.5" depression is the same measurement as the one listed at a 1/8" depression. This is completely fraudulent. If you put any tension at all on the cord in the middle it would show more than 1.5". This is a complete joke. I also never saw the tape measure in the photos. This was another reason I was asking how they could come up with a sag measurement. I thought it was some sort of app on the phone, but when I saw the photos there was a tape measure. I was standing in multiple spots in the room while he was doing this and again never saw a tape. Possible I missed it but unlikely.Business Response
Date: 06/30/2024
We will reach out to the customer in hope of a resolution.Initial Complaint
Date:06/24/2024
Type: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.
Sales Order 81K646097 - chairs were purchased in April 2024. My mother lives along and these chairs were used less then two week by the family during a visit. Fabric on three of the four chairs has separated on the seats. One chair the decorative tacking is coming off. When contacted about warranty, it was denied. Business is claiming the cloth has been cut. The pictures I have show it is separating. When asked if there were further actions we could take to escalate this (possibly have the furniture examined, etc.) I was told no, they would not take any further actions. The business did not call back to let me know this had been denied, I had to place multiple call.Business Response
Date: 06/24/2024
We will reach out to the customer in hope of resolving.
American Furniture Warehouse Lifestyle Furniture is BBB Accredited.
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