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 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:06/22/2024

  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.

  Bought outdoor all season patio furniture. Patio set started to fall apart immediately. So we reached out to customer service and was told they don't warranty outdoor patio furniture in outdoor weather. We thought that's the reason you have outdoor furniture so it can handle outdoor weather. We also explained that the patio furniture was covered up during the day in the sun and during the winter season it was stored in the garage. We assumed it was a faulty product and were just looking for an exchange replacement.

  

  Business Response

  Date: 06/23/2024

  We located an order from 6/2022 that was called in July 2023, after the 1-year warranty had expired. Based on the damage shown in the pictures provided at the time, it showed damage that would have been progressive and not something that occurred overnight or immediately, as stated by the customer. The picture the customer provided now shows considerably more damage than what they submitted to us in 2023. Had this been called in when the damage was first noticed, during the warranty period, we might have been able to address the concern with some resolution. This is now being brought up again another year later, now a full year outside of the warranty, with even more extensive damage and outside the scope of reasonable expectation of resolution.

  Customer Answer

  Date: 06/23/2024

   
  Complaint: 21887367
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/18/2024

  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.

  AFW sold me a defective, now discontinued mattress that they no longer carry, and are now refusing to honor their 10 year warranty to replace it. They have used every excuse not to honor this replacement, and have directly said it is my fault that the mattress is sagging. But then they say its not sagging. Excuse number one: The bed frame we purchased from them should not have been used on hardwood floors. None of their commissioned sales people mentioned this. I would have easily chosen a different frame if this were conveyed. To correct this, I added a support that stopped the bed from moving. Their response was this should not have been added, even though it corrected the problem. Excuse 2: The bed frame needed to have a bunkie board, and not the slot supports that came with the bed. A vital part that was needed for the warranty to be in place, was never given to me as an option, Nor was I told i needed it. The sagging: They lay a rope across the bed, then measure the distance between the rope and the top of the mattress. If theres enough space between the rope and the mattress, this is supposed to show sagging. This mattress Is a pillow top. The top isnt going to sag, because its a fluffy pillow, so that wont show the sagging.If I had given them $150 *wink wink, and paid another delivery fee, NONE of these issues would have been issue. But since I didnt play ball, my claim was denied. . But THEN they said that since I removed the tags on the mattress, that was now void. It literally says in the photo that their tech took this tag can be removed by the consumer. AFW needs to exchange this defective mattress. Intentional or not, they misled us or omitted several key processes and information that could have been used to avoid this issue. The mattress I have has been discontinued and shouldn't have been sold as it was. The issue is not with the mattress company, it is with AFW, and their process of selling the mattress.

  

  Business Response

  Date: 06/18/2024

  We will reach out to the customer in hope of a resolution and our apologies for any frustration.

  Customer Answer

  Date: 06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me when the process is completed.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/17/2024

  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.

  On 5/11/2024 I went to the store in ****, from ******* (300 miles) to look at a couch. While there I purchased a couch like the one I looked at, and a tv stand. The sales person ********************************* gave me his cell, and stated to call him with any issues.Once home, I started to assemble the tv stand, and found 24 screws missing. In addition, one side of the new couch "pops" when up-righting from recline.I call and talked to **, who was looking into it. Then he was having the screws mailed to me, and that I need support for couch.A week 1/2 goes by, no screws. When I reach out to **, he tells me he will check on and get right back to me. He never did. I reached out again, at that time ** says to just go to support.I contact support who wants me to drive ******************************************* **** to get screws from another box of the same stand. They also asked I send pictures of the couch... Really?I responded that would be best if they could arrange repair and have repairman bring screws.Had no response since that last communications 6/12/2024.I expect to get all the parts (screws) I have paid for without having to drive back to ****.I also expect someone to come and repair couch.They promised to do me right, but once they had the money, I get a different response.Not a way to build repeat business.

  

  Business Response

  Date: 06/18/2024

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

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21863780
  
  I am rejecting this response because:

  When sold couch, was told there was warranty, and they could come to me.

  Now told out of their service area, and I would have to load, and take couch back 300 miles, leave to get worked on, then go back and pickup the couch.

  They also have stated they will mail me the missing table screws, but was told that before. Will take some time before I know if they keep word on that.

  Seems they could refund part of the couch since they stated they would come to me for any issues before sale, and now tell me it is on me after the sale.

  Misleading fraudulent statements made to get sale.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/04/2024

  We have reached out to the customer and believe we are in process of getting this resolved.

  Customer Answer

  Date: 07/16/2024

  I know the company tried to make right, and I was going to update and close just as soon as I got the missing screws they promisied.

   

  And they did ship them, but with ***** ground, rather than just mailing them to me.

   

  Long story short, they are now lost in ***** land, and ***** says only AFW can track it down.

   

  This is the tracking number: 746669270171

   

  I can not say this is closed until I am able to finish putting together the funiture.

   

  Best,

  /********

   

  

  Business Response

  Date: 07/20/2024

  Hello ********, our apologies. We show that the hardware was shipped out on 6/25 and we also see that this is still showing "on the way" according to ***** shipping. We are reaching out to our shipping department to get this out to you again.

  Customer Answer

  Date: 08/01/2024

  Please reopen.

   

  Settelment is they would get me the missing screws.

   

  They sent them via ***** who lost them

   

  746669270171

   

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

   

  They said they would send again, but I asked them to use ***** but they refused.

   

  Screws where suppose to be here last Friday, then Monday, then today.

   

  But again, they look as if they were lost on Monday, again in ********

   

  61290273393120000113

   

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

   

  Tried emails AFW, but no longer getting replies/responses from rep.

   

  

  Business Response

  Date: 08/02/2024

  One of our Managers, ****, has been in contact with ******** and reached out and corresponded with the customer again just today, 8/02/24. We are bypassing our standard ***** shipping and will be utilizing **** to get this hardware to him. We sincerely apologize for the continued frustration in our attempts to get this right and ask **************** for his continued patience, as well.

  Customer Answer

  Date: 08/02/2024

   
  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:06/14/2024

  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 some furniture on May 27th 2024. Three times the furniture arrived damaged. The item in question is a dresser that cost $448. First time they didn't even take it off the truck. The second came damaged also. They brought a third dresser and movers damaged the dresser caring into the house. The movers were provided by the store. We have followed the complaint process. They acknowledge that it was their mistake and take responsibility. They are offering to give us a $45 discount. I want it replaced and they aren't responding to my emails at this time.

  

  Business Response

  Date: 06/15/2024

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

   

• Initial Complaint

  Date:05/13/2024

  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.

  We purchased a living room set sofa, love seat and recliner on 2/10/24 once delivered it did not meet our satisfaction, though we gave it a chance it just didn't fit our needs so we returned to the store on 3/10/24 to do an exchange, we chose a sectional costing us an additional ******* + taxes and delivery. We paid 25% restocking fee on the original purchase. We were told our sectional would be delivered in a week, 6 weeks go by I am calling every week and texting with our salesman each week it's a new delay and a new excuse. I was told on April 19th 2 pieces were delayed until late June, enough is enough so we went to the store to talk to them, The "acting" manager ***** told us there are only 3 certainties in life death, taxes and you won't get a discount at American Furniture Warehouse, he laughed thinking he was so clever when in reality he was extremely rude and condesending. I have never witnessed such awful customer service! We finally had to cancel the pieces that we wanted and choose alternates in order to achieve delivery and be done with this company which is very disappointing. In doing this it cost us an additional ****** and additional delivery fees, we asked ***** to split this cost with us as we had been misled and he was so rude and called me a liar stating noone that works for him told me June even though they did just the day before meanwhile one of the items was sitting in ******** the entire time. They misled us and did nothing but take more money from us. I feel we are owed some sort of compensation and I feel someone in upper management needs to know how ***** is representing this company, when I asked for his supervisor, he told me there is no one higher than him, ONly to find out he's an "acting mgr" he doesn't deserve the position and he needs to be taught how to treat customers. They had our money long enough and couldn't deliver the product we were promised forcing us to change our order to be done with their awful service. NOT GOOD I am filing complaints against this company and leaving bad reviews. This is unacceptable service and behavior from these employees.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21705815
  
  I am rejecting this response because: 

  I was never told it was on back order, it has not came in and been delivered it is still not available we finally chose a different piece to be done with them. They lie. I can provide text messages from the sales agent everything else was verbal with them that is how they get away with their lies. 

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

  

  Business Response

  Date: 05/14/2024

  This consumer went to the ** Attorney General on 5-2-24 with this exact complaint and our reply was: 
  In response to the complaint: This consumer wanted to return a previous purchase (living room set)due to thinking it wasnt comfortable. We allowed the return with a 25% in warehouse handling fee and an additional delivery fee for the new purchase. The customer then reselected to a set that *** be better suited for the customer's needs. The set selected was on back order (which we explained) and the back order was delayed which sometimes happens due to various reasons in shipping which AFW has no control over. This consumer wasnt happy with the shipping delays as we repeatedly tried to explain that it does happen from time to time and that we had no way to somehow make it possible to receive the order any sooner. We also agreed to cancelling the order and to setting up a refund if the customer didnt want to wait. The merchandise did come in and was delivered to the customer on 4/23/2024.

  

  Business Response

  Date: 05/21/2024

  On 03/10/2024 we offered to allow the customer to return the merchandise with fees due the customer not liking the comfort provided. That offer is still valid. Thank you, AFW

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21705815
  
   I am rejecting their response. They are not even responding regarding the issues at hand. I have already returned and paid the fees for the uncomfortable furniture that he is speaking of. The issue is I was not told my order was on backorder and I had to cancel the pieces I wanted and pay more money for pieces I did not want. This is the worst customer service and they continue to get away with lieing to customers. I have sent you proof that my sales person did not inform me my items were on backorder.
  
  Sent from ******************* (********************)
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/11/2024

  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.

  The furniture I purchased was damaged upon delivery. Ive called multiple times with no resolution. Ive sent pictures documentation and there has yet to have been a resolve.

  

  Business Response

  Date: 05/11/2024

  We offered resolution to which the customer replied that she doesn't want to bring the merchandise back to one of our Distribution Centers to return the merchandise for refund. The return policy for direct ship orders is stated clearly on our website...
  Direct Ship Items:
  Orders that have been shipped cannot be canceled or returned until you have the merchandise. To initiate a return, contact customer service by filling out our form on our contact page, and they will provide instructions for returning your merchandise. Please include your original sales order number when contacting Internet Sales Support. You are responsible for returning the merchandise in the condition in which it was delivered. Items delivered via ********** must be returned at the customer's expense, or you may bring the items to a store. Refunds will be made for the purchase price minus a 15% Handling Fee. Once the merchandise has been returned to us, refunds may take up to 10 business days to process. Orders that are refused are still considered returns, and as such, the handling fee and shipping costs will be incurred as detailed above.
  
  Our offer to allow the return of the merchandise with no fees still stands. Customer will need to bring the items to one of our stores in order to process the refund.

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 21698176
  
  I am rejecting this response because:

  I live over five hours away from the business.

  And to ship the items back would be well over $400

  I have requested they come pick up the items and they have refused.

   

  Nowhere was stated that I was responsible for shipping while I was ordering. In fact, after speaking to a customer service representative, she said that they were like Amazon and they shipped by their products.

   

  However, that is not the case. I should not have to pay for items that are damaged.

   

  I did not receive what was stated.

  As per the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule, customers have the right to receive the item as described or to request a full refund if the received item does not match the description.
  
  Upon receiving my order, it became evident that the item I received differs significantly from what was advertised. Therefore, I am kindly requesting a full refund for the purchase.

   

  Im asking that the company come pick up the items that were delivered.
  
  
  
  *******************************

  

  Business Response

  Date: 05/16/2024

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

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21698176
  
  I am rejecting this response because:

  The woman who called me said that they were only able to pick up the furniture on Mondays.

  She said the window would be from 7 AM to 7 PM and then I would have to remain home.

   

  Provide window of when they would be there Sunday night.

   

  Im a single mother of two children, a teacher, and a PTA.

   

  I need advanced planning for my schedule.

  They said that Mondays were the only days they were able to pick up.

  A specific law that relates to this situation is the ************************* Warranty Act, which ensures that warranties on consumer products are clearly stated and enforced. This act, along with various state-level consumer protection laws, mandates that if a product is defective or not as advertised, the consumer should not be unduly burdened when seeking a return, repair, or replacement.
  
  

  this product was not as advertised. However, I am being burdened. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/21/2024

  Actually the good news is that the consumer can track her delivery/pick up via her smart phone...and the tracking is "live". A email is sent out the day before with a link to do so. Thank you, AFW.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21698176
  
  I am rejecting this response because:
  I was promised a refund for the recorded conversation with ******* with customer  service . However;  that has yet to be done.

  Also,Per the  conversation before that I had with ****** there is a 12 hour window from 7 AM to 7 PM that I would be expected to be there.

  Under the ************************** (***) rules and regulations**, specifically related to unfair or deceptive acts or practices under Section 5 of the ***** Act (15 U.S.C. 45)**. it provides the *** with the authority to enforce rules against deceptive practices.
  
  According to this rule, if a consumer receives a product that is not as described, the seller must either provide a refund or replace the item. The *** also indicates that sellers should cover the cost of return shipping for products that do not meet their description, ensuring that consumers are not penalized for receiving incorrect or misrepresented goods.
  
  

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

  

  Business Response

  Date: 05/28/2024

  The customer picks the day for delivery and our routing systems picks the time. A window is given for the delivery so the customer doesn't have to be home all day or from 7 to 7...and the customer can even track their delivery on the day of delivery. Thank you AFW

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21698176
  
  I am rejecting this response because: None of that is true. They said for my area. The only day they have available is Monday.

  Then on Sunday, they would email me a time.That doesnt work because I am a single mother and a teacher, and once again that goes against federal trade practices.

   

  I am requesting a refund as I did not get what I ordered. And both items came very damaged and all documentation has been posted as well as sent to the seller.

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

  

  Business Response

  Date: 06/07/2024

  The customer was refunded by AFW on 5/29/24 for the amount of $356.14 on **** ending in 8508. The consumers bank process can take longer to process. The consumer is responsible for product disposal. This has been settled from our end.

• Initial Complaint

  Date:04/30/2024

  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.

  We recently purchased a sleeper sofa and two bookshelves from this store. When the company arrived to deliver the sleeper sofa, the driver measured the door frame of the bedroom where we wanted the sofa, and told us it would not fit. We asked him if the sofa could come apart in pieces and then be set up in the room and he implicitly told us that it could not because its all one piece. We asked what our options were and he said wed either have to put it somewhere else or have a bigger door on the room we wanted it in. Or not purchase the item of course. We even called and spoke to multiple sales associates at the store to tell them our issue and to explain to them that we were considering that we might have to widen the door because we were told nothing could be done to get it into the room. So, we decided to pay a contractor to widen the door frame of the room so it could fit. We paid $1268 to do this. Now that the door is wide enough, we had the couch delivered yesterday. Well, when the drivers got here to deliver the sofa, guess what, they took it apart here at our house and reassembled it in the room where we want it. They told us that the sofa has always been able to be taken apart and that this could have been done the first time. When I called customer service, they apologized for the misinformation, but said there was nothing they could do other than pass the feedback along. They said that because our decision to widen the door was our choice that they are not responsible for it. However, if they had sent a qualified delivery driver the first time (because the customer service rep even confirmed to me on the phone that the drivers are SUPPOSED to know), then the driver would have helped us get it in the room and would have prevented the problem in the first place. How is this our fault? Its our fault for doing what the first driver told us wed have to do if we really wanted it in the room we specified? When he lied to us or gave us wrong information?

  

  Business Response

  Date: 04/30/2024

  We are looking into this further. This piece is unique due to how the back folds down however this function may not have made it possible to pass through the doorway in lieu of this feature. Thank you, AFW

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21635435
  
  I am rejecting this response because:
  When the couch was delivered the second time, the drivers easily disassembled the couch into 5 pieces, and reassembled it inside the room where we wanted it. There was absolutely no struggle to get the 5 pieces through the door. These 5 pieces would also have easily fit through the door before we enlarged it by 6 inches. However, we were implicitly told that it did not come apart and that consequently it would not fit through the desired door. The driver specifically measured and pointed out that our master bedroom door (which was 6 inches bigger than the door in question) would easily accommodate the couch, and reiterated that we it would take a door that size to fit the couch into the room we wanted it in. Which is why we enlarged the door in question to be the same size as our master bedroom door.  But that information was inaccurate, and the couch could have been disassembled and fit through the door before we enlarged it.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/10/2024

  The original drivers felt the customers selection wouldn't fit through the doorway at the time of delivery and with that suggested either the doorway needed to be bigger, or they would take back the merchandise for a refund and the customer could select to something smaller. The customer chose to widen the doorway (which may prove to be useful in the future) due to liking the merchandise. That was the customer's decision. Thank you, AFW

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21635435
  
  I am rejecting this response for the following 3 reasons:
  
  

  1) Again, I understand that the drivers felt that it wouldnt fit through the door, but the truth is that it would have fit easily if taken apart. This was proven when they delivered it the second time and took it apartthere was PLENTY of clearance. Had it simply been taken apart the first time they would not have needed the wider doorway. And even if they felt that it couldnt fit, they could have done multiple things to verify it, such as calling to ask someone more familiar with the item to see if did in fact come apart, or examining the item themselves to see if they could take it apart. They did not do either of these things. In fact, they did not even take the item off of the truck. All they did was come in and measure the doorway, tell us it wouldnt fit, and tell us that it wouldnt come apart when we asked. 
  
  2) In a voicemail we received, someone from AFW told us that this item is so new that many employees do not know that it comes apart, and that that is what caused this confusion. Our sales person who sold us the couch, however, told us that AFW has had this item for over a year and that its very popular. Even if this item is new by AFWs standards, in a years time for a popular item that is sold often, is it really that unreasonable for us the customer to expect AFWs drivers to be familiar enough with the item to not give us wrong information? And even then, if they really still just didnt know, is it unreasonable of us to expect them to ask someone who did know? Surely the effort required to ask someone for the answer is something that we should be able to expect from AFW and its drivers? That one step alone could have solved the issue. 
  
  3) *************** representatives from AFW have mentioned that we have enhanced our home as if we are just trying to get AFW to pay for upgrades to our home or take advantage of someone. I would like to set the record straight. We had no intention of or need to ever widen that door frame. We built this house 3 years ago and have furnished that bedroom as a bedroom and then as an office and have never once needed it wider. In fact, we are now going to have to have different trim around that bedroom door than the rest of the house because the trim the builder used was discontinued. So no, we did not want this project. The only reason we did it was based on the incorrect information from the driver, that if we wanted that couch in that particular room, we would need a wider doorway. Of course, no one put a gun to our head and forced us to do it. But we trusted that the driver knew what he was talking about because he was a spokesperson for AFW who is known for being a reputable, accountable company. No, we are not trying to take advantage of AFW or reap the benefit of some home project on the companys dime. Yes, we did spend an additional $1280 that we did not need to ever spend because we trusted that the driver did in fact know what he was talking about. 
  
  All of that being said, we are just asking AFW to help us make this right in some way. We feel that AFW should help us cover all or a large part of this additional cost we incurred, since a more qualified driver could have helped us avoid it completely.

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

  

  Business Response

  Date: 05/24/2024

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

• Initial Complaint

  Date:04/28/2024

  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.

  TERRIBLE HORRIBLE EXPERIENECE! Save your money. The furniture is very low quality. Bought a sofa and love seat set 6 months ago (10/23) paid near $2500. One year warranty is useless. The sofa looks like its 10 years old. The representative they sent out looked like he just woke up and hung over. Poor attitude. The core has sunk down 3 inches. Only two elderly people in this house hold. I was told that is normal wear and tear not covered by warranty. Cheap cheap cheap padding / cushioning used to manufacture this sofa. I learned my ****** and will never shop here again. Do not believe the reviews on their website.??????????????????????????????????????????????

  

  Business Response

  Date: 04/30/2024

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

  Customer Answer

  Date: 05/24/2024

  I am requesting BBB to reopen complaint ******** against American Furniture Warehouse Glendale, **. The defective sofa was picked up and returned on 5/6/2024. I was told a refund was issued back to ***** ********** on 5/9/2024. I have contacted American Furniture numerous times asking for tracking information as ***** Fargo has no evidence of a refund being applied to my account. There should be tracking information related to the refund. I feel they are not being honest with me. Please help.

  

  Business Response

  Date: 05/28/2024

  The merchandise was picked up and we processed the refund with **************** as stated...it was financed and ***** Fargo will do the refunding ***************) as promised. It does take some time for ***** Fargo to process the refund (monies that have been paid by the consumer thus far). Thank you, AFW

  Customer Answer

  Date: 06/02/2024

  Please provide some type of tracking information as Well's Fargo has no information on this refund submitted by AFW.

• Initial Complaint

  Date:04/25/2024

  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.

  I bought this sectional on 10/24/22. Delivered 10/26/22. 10/27/22 I called about a tear back of chase. 11/4/22 recliner housing broken, exposed staples on arm rest sliced my hand open. Broken control, would spark. Replaced the left recliner, the one they brought back was used, the material was frayed. They replaced the chase with a recliner, again a used product was sent. Now the cushion material has completely separated and they say it's out of warranty. AFW has been out 13 times for this sectional and it's issues. It's obviously a defective product and now they refuse to do anything unless I take it back and all repairs will be at my cost. This sectional has had issues from day one. 13 times called in with issues. I really tried to keep the couch because I love it but $1300 for absolute junk is absolutely wrong for a new couch. They need to make this right.

  

  Business Response

  Date: 04/26/2024

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

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21624779
  
  I am rejecting this response because:

  I received a phone call from ****** on 4/26, she said she was from AFW's social media department. She offered 3 options, 1. Receive a full refund  2. Store credit  3.Get another item and if the cost is different (lower) I would receive back the difference. I said I would like another item (3rd option) and if she put that in writing we can move forward. I have not heard anything since. At this time I still would like to choose my options.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/07/2024

  We would be happy to put it in writing and will do so via email. Thank you, AFW

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21624779
  
  I am rejecting this response because:

  I would like the business to respond with their offer through the BBB site. It has been done through email.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/21/2024

  WE emailed the customer agreeing to exchanging the sectional, or the customer could return the merchandise for a full refund without fees 04/06/2024. thank you AFW

  Customer Answer

  Date: 05/21/2024

   
  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 go to the warehouse to look for another item. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/15/2024

  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.

  Order #**K703895 , Order Total : $1,186.16 On April 12th we purchased the *********************** Sofa and the matching lounge chair and ottoman. We had purchased inside the store in **************** for a delivery date of Sunday , April 14th 2024. Upon arrival two gentleman attempt to get the sofa couch through the front door and failed. The width and length of the couch mixed with the height and width of the doorway were not compatible. This is where they shouldve STOPPED and rethought what we should do here. Instead they attempted to get it through an even more narrow entry way via garage door. Not only did they shove the sofa through two small walls , but while doing so , they caused drywall damage on 4 different walls of our home , so much so , that the textured paint job completely came off , thus exposing the metal flashing underneath. On all 4 walls. Carelessness at its best. They were shoving it through so much , that it caused a massive rip into the couch and more. After bringing that couch in , I see just how much BLACK STAINING is all over our brand new WHITE sofa couch. I have OVER 26 photos of damage to our couch. Each corner , alongside the backing , and everywhere else you can imagine are extensive black staining marks from well , I dont even know what. I pointed it out and they seemed to care less. They bring in the lounge chair and the SAME THING. I complained to customer service to which they only offered $100 measly dollars to rectify the situation. What a JOKE. Property damage to a rental home and a torn up black stained white couch to boot. We will be filing a lawsuit if this isnt rectified for money owed and more. We want a FULL REFUND.

  

  Business Response

  Date: 04/16/2024

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

  Customer Answer

  Date: 04/16/2024

  Looking forward to hearing from AFW as they mentioned above theyll be reaching out to resolve the issue. Once I receive an email or phone call , I will be accepting or rejecting the response. Thank you! 

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21579384
  
  I am rejecting this response because: I was contacted and told the SAME thing that I explained above. That theyre only offering $100 to fix the property damage and the only way I will be refunded is if they come on property and take the furniture back. Only issue with this , is the furniture didnt fit inside the property entryway to begin with .. if they come back to get it Ill have TWICE the property damage and no couch while 7 months pregnant. Ridiculous. Called back number and was connected to a random CSR and they had no idea what was going on. VM left didnt contain phone number or name. This is STILL not resolved and Im getting the same answer as I did yesterday. I rather just file a lawsuit at this point. Complete incompetence. 
  
  Sincerely,
  
  *******************************