American Furniture Warehouse Reviews 81

The only American thing about this place is the name. Our visit revealed what we'd suspected ... a bunch of mass-produced Asian furniture (much of it showing Vietnam as its origin), made with inexpensive components, generally shipped unassembled in boxes. Fit and finish are terrible (wobbly drawers, uneven paint, crooked seams, etc.). Employees essentially ignore customers unless approached ... and the one we spoke with had no clue as to the meaning of hardwood (we did inquire if any such bedroom sets were available). When asked, he knocked on a headboard and stated, "This wood is very hard." We understand that price is a major draw, but many complaints posted here and elsewhere refer to pieces lasting a short time before starting to fall apart. Simply put, there's a big difference between price and value. Cheap furniture isn't good, and good furniture isn't cheap. Then there's review after review about delivery, or lack thereof. It stands to reason, as much of the furniture has to travel over half the world, and if anything, the supply chain is in critical shape and not getting much better. Add the time necessary to assemble the pieces ... Ikea is a cakewalk compared with this stuff. So a promised delivery date for items made thousands of miles across the Pacific is a crapshoot at best. If you're looking for furniture to get by with for a while, this could be your place ... but if quality matters, you'll need to open your wallet a bit wider.

I just wanted to add a final updated review from a previous one I filed a few days ago. The pole of my umbrella that I was told by your management that by looking at pictures we sent per your request couldn't be repaired when we originally were told that a service call was scheduled and instead of a service call we got a phone call instead. In finishing this up umbrella that we were told couldn't be fixed we had it repaired by a friend of ours by replacing the bottom half of the pole. I wasn't going to pay another 90 dollars for another pole when I just spent 3500 on the first of this year. I'm sure giving me a replacement pole for no charge wasn't going to break the store and you could have been more courteous about my complaint.

Poor Customer Service! Poor Quality Furniture....didn't even last six months before we started having problems! We purchased 15 different pieces of furniture from American Furniture Warehouse and every single piece has a problem! NO WARRANTY! We were told that the furniture is supposed to look like that or that it's normal wear and tear and on a couple of pieces, they accused us of improper care - they said it was water damage and there was no water spilled on any of our pieces - not even the kitchen table and the one piece they accused us of water damage, was in a guest bedroom that no one had even slept in yet and nothing had even been set on the dresser! Anything to get out of the warranty. Remember, you get what you pay for. We would have saved money by spending more for quality furniture that will last a lifetime...furniture that can be passed down to the next generation. Instead we opted for purchasing "cheaper" furniture (although I would say $10K is not exactly cheap) that is already breaking down and having problems and the finish on some of the pieces is weird and looks bad. It's doing something I have never seen happen on furniture. You'd also be better off buying re-finished furniture or buy it used and refinish it yourself! Or....build it yourself if you have the tools. We still needed a few more things (we had moved and sold all of our furniture before moving.....I'm sad now because it was good furniture - real wood - Broyhill and real leather) and we just bought several secondhand pieces - two nightstands, a hutch, a large round dining table, five chairs, and a cedar chest all for $130.00 total! They need to be refinished which will be time consuming but I would prefer to have a nice, solid wood that will last our lifetime that we can pass down over cheap junk that now looks horrible and doesn't function properly. If you can take care of your furniture and you want it to last longer than a year or two, I would avoid buying furniture from American Furniture Warehouse.

Horrible customer service. I asked multiple representatives about a product that I purchased and was told it would be assembled upon arrival and turned to be incorrect information. I spoke to an agent regarding this incident and was blamed for not knowing. No accountability whatsoever!!! Now I understand the poor ratings.

Purchased a sofa a couple weeks ago. First delivery attempt, they did not deliver in the time frame they said they would and still had three stops to make after my delivery window had passed. Towards end of night, information about my delivery went blank on the tracking link they sent me. I had to call them to reschedule another delivery date next day. They did not notify me of a time window they would deliver that product for the new delivery day. Delivery day comes, still no information on what time they plan on coming out. I called to get a refund on the product same day. They would not refund the delivery fee even though I never got the product.

You get what you pay for. AFW is legit a company you should avoid. Recently purchased a dining table, marble coffee table. And marble end table. The dining table came with a broken leg. Which AFW replaced. The marble coffee table came with scratches. When I tried to point this out to Customer Service, they tried to tell me that the scratches was normal pattern. Since when are scratches normal pattern of marble? Yes, it is a natural stone and there will be texture and pattern variances, but not scratches. The matching end table also had a chip underneath on the wood part, but I was willing to let it go as it wasn't really noticeable. The customer service team takes forever to responded back and when they do, they are not helpful. The prices may be tempting, but avoid this company.

Been trying to get warranty for 3 months no call from there warranty department even waited on the phone in the store for 1 hr finally give a call back number and guess what no call back I finally got ahold of someone and they said cause there is a dirt stain the warranty is void now I have to finish my payment of $$$$ for a broken item !!!! This all after we told the salesman the specifications and he said there would be no problem!!! I will never shop here again nor will I recommend anyone

I purchased a couch and 2 recliners a little over a year ago and every spring has popped out of the couch. I live alone the couch is hardly used. Now it cannot be used. I cannot afford another one now here it sits. I have purchased many things from them over the years and never again.

I have been trying to get a part for a purchased item since July 1st. I have been contacted to pick it up multiple times, it was never located whille onsite to date and now no one will even return my calls or email inquiries
I AM FED UP AND NEED HELP!!?

This is the first review I have ever written but the customer service is so bad I had to post this. We purchased a fair amount furniture and had it delivered. Part of the order still has not shown up a month later but that is not even the complaint. The dining table is a wood looking laminate (which I knew when I bought it) and the side of the table delaminated and peeled off on the second day. I sent pictures and made a claim. Claim department said that looks like damage I did and they are not going to warrant it. We had never even sat at the table so pretty sure not on us. Most of their stuff is poor quality but some is not bad, we thought this may have been ok for a while but were really hoping for at least 2 days

67 days and counting .. still did not received the item and no concerns from AFW team to give an update. Will never in my life I will shop or suggest anyone for AFW.

Good service until you buy. The desk came with a broken drawer. purchased the warranty, and put in a claim, The Tech came up looked, and said they couldn't fix it, The tech asked me to put in another claim with more detail. put in a second claim, but never heard back. I called customer services, and they said they no longer handle the claim, so they sent me to a website. The website would not allow me to enter a claim. I will never buy from this company again. once you buy, you are on your own if you have a damaged item.

Service is good until you buy. Agent sales didn't say anything about the 15% restocking policy they have. So be aware and go the website to read the return policy, BEFORE you buy. They must advertise this in BIG letters in the store, not just the offers. So you know what to expect if you need to return or exchange. Awful customer service experience over the phone. It is fine to have this or any policy JUST let the customer know before the payment, not after when there is nothing to do. I promised myself not to buy anything from this store, not because of the product but the service.

I went to the webster store,purchased a bedroom suite and living room set, I had a very knowledgeable salesperson, ran my debit card and it was declined to my amazement, the salesperson told Mr he would put my paperwork at the desk and come back the next day and write a check it was declined also a cashier called to inform me. I called my bank they said it was no reason to decline either, so I called and told them to run the check again, she said they could not and gave me a # to UTA, I called and they said leave a message, I did that and did not receive a return call. I go in person to my bank and withdraw over $3000 to pay for my purchase and the worker at the bank showed me that my debit card nor my check had ever been submitted for payment, and offdered to call them. She informed me that she and her husband had plans on buying a whole house of furniture there, but knowing this is how the do she changed her mine. Your system is flawed, and I was embarrassed way beyond my expectations. If the salesperson had not been so patience and kind I would have walked away. I love the furniture and please do better. I'm embarrassed. EM Spencer

The salesman and the company he represents were outstanding! The furniture is beautiful and the saleman(Morris) was so nice explained everything well and yes he well represented this company.

I recently bought a couch, loveseat, adjustable bed, mattresses, end tables l, area carpets, bookshelves and a decorative shelf.

Obviously spent what I consider a decent amount of money.

Out of those items the couch and decorative shelf are defective. Exchanged the couch for a new one after one week and it's just as poorly made as the original one delivered. In no way was the floor model an accurate representation of what I now own. It's uncomfortable, squeaks and you can feel the wood through the padding. We don't sit in the loveseat so I have no opinion but seeing how it's the same manufacturer I'm not optimistic.

The shelf came without a pad on the bottom. When we went back to American Furniture they couldn't find a replacement part. I was given four different sizes from a bin and was told one would work.

The adjustable bed frame and mattresses. We bought the twin XL option in the plush comfort level. Nice mattresses, too bad they won't stay on the bed frame. The bed frame has a massage mode. My side works better than my wife's. The remotes are generation one and are lacking to say the least. The retainers on the end of the bed are cheap and loose. So the mattresses not only move to the side but I constantly have to pull them up and push the retainers back in. We also had to exchange one of the mattresses, used is not what I paid for.

The book shelves and end tables seem solid, so far.

When I went to the store manager and expressed my disappointment he was hesitant to exchange the mattress even though it came with a 90 day no questions asked warranty. The couch, he wanted pictures and a technician to examine the couch. Not acceptable on products less than a week old.

If you've read all of this, do not buy from American Furniture. There are too many options available.

Ray Alexander
Westminster Colorado

I have shopped at AFW for the last 30 years. This was the last time I will deal with the incompetence and bad attitudes of customer service. I have had 4 bad experiences before deciding to write a review. I will only tell you of the last two....

Last time I ordered furniture they delivered, and it did not fit in my kitchen, so I asked them to please return it, but was told they could not do that. However, when I called, I was told they should have returned it then, and not have to come back a second time. I later, ordered a new table, and they delivered it a week later and took back the other one, which had to sit in my kitchen until then.

Customer service is very rude, and you get the run around when trying to set up an online delivery. I do not know why anybody would order through AFW. My final draw was ordering a king bed frame, instead of a king mattress, due to online confusion. I typed in King beds, not king frames, but that is what I got. Over $500 for a bed frame and no mattress. Maybe I was not aware, but I thought it included a mattress since it said "King Size Bed." not King Size Bed Frame.

Perhaps, this is known to some, but not me. When I type in beds, I think I am looking at bed mattresses, not a frame! When calling to find out if this included a mattress, once I received my order confirmation, I was spoken to as though I was an idiot by Tiffany L and Nancy (who is a manager) Tiffany wanted to argue about how much money AFW brings in, and that they are multibillion dollar business. Nancy told me that I should know this... I threatened a review and then she offered to have the online team add *this does not include the mattress* Wow... shouldn't that information be there already. who the heck wants to buy a bed frame for their spare bedroom, just saying...

I am done ordering from AFW for good.

I placed an online order with AFW. No communicatiion to schedue delivery. Called to cancel. Person who answered the phone was unable to process even though she verified my order and contact info. Tried online and their website cannot decipher email addresses. Tried chat at 4 in the afternoon denver time and site says no one is available.

UPDATE: American Furniture Warehouse replied to my original review on YELP to appear to "care" about their customers but the email they provided was bogus!! What a scam company. Can you give a no-star review?

Bought a "gliding" recliner that has not worked for more than a week since we got it. The "glider" mechanism has been replaced three times. Now it needs a fourth change and they want us to pay for parts and the labor even though this chair has not worked since purchase. As you can see from the photo attached this chair was not abused. No children, no pet damage.

Not a great experience. BUYER STAY AWAY find a better place.

Saw a table on the website with the following description:
29" bar height.
Frame constructed of aluminum.
Bronze-brown powder coat finish.
Resin wicker seat, back and arms.
Seasonal item, while supplies last.

And right beneath the description is this:

Chiwi Bronze Brown Collection

This collection is great for indoor and outdoor use. Chairs and stools frames are constructed of aluminum, with resin wicker seats, backs and arms. Glass table top also has an aluminum base. All pieces have a durable baked on powder bronze brown finish.


All of this indicates there are chairs with the tabletop. So, we ordered it for pick up and when we got there, we were told NO CHAIRS, even though all employees read the description.

We spoke to an arrogant manager who shook his head and basically said that the name and picture just show the table, so it is not misleading. No apology for us driving all the way there under false pretenses - nothing.

We then asked - how much for the chairs -- his response was "we do not carry the chairs any longer"..................

Ok, so now we wasted time ordering and driving all the way to the warehouse for nothing. He said they had some other high top tables we could look at -- and I kindly asked if they could do anything for us due to this snafu and inconvenience. Nope, not a thing.

Sad that your arrogant manager could not have said something like - "I can see how this is deceptive and I am so sorry for the inconvenience........" That would have been sufficient, but he was too mighty to do that. Sad, really.

I know this is petty, but want you to also know that I went to the restroom and the individual at the customer pickup window had just finished peeing and walked straight out - as I was walking past him by the sinks..... he walked right by and out of the restroom. This is the individual who greeted us and took each of our IDs and my CC and touched them. GROSS.

Whatever happened to employees must wash their hands..... and the customer service at AFW has continued to decline year after year.

Believe it or not, we still bought a high table set for our patio (I tried to talk wife out of it. Sales person said she would call us when the furniture arrived from Thornton. She never did.

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Last week, I was told by Jolina Wollenhaupt at AFW customer service, that the table would be coming down from website today (Thu 5/30) - I just checked today and it is still up (6/3)

WE ARE DONE WITH AFW. You should be too unless you like really cruddy customer service