ComplaintsforAmerican Furniture Warehouse Lifestyle Furniture

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order#: 84J271976 Order date: 10/22/2023 Delivered: 10/27/2023 Order total: $1,478.25 We bought a couch from this company. We had 3 issues come up that we reached out to the warranty department to have them resolve. We were out a couch for 2 weeks while it was being fixed and when they delivered it back to us 2 of the 3 issues were not resolved and another issue popped up. They are picking the couch up again and will be out a couch for another 2 weeks, so that is a whole month worth that we are going to be without with no guaranteethe issues will be resolvedsince they weren'tthe first time. We asked for store credit to purchase another couch from them and they refused. At this point we'd like a refund.

  

  Business response

  03/26/2024

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

  Customer response

  03/27/2024

   
  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

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a sectional with electrical recliner, Right before the 1 year warranty was up the motor in the on recliner broke rendering the recliner unable to open. We contacted American Furniture Warehouse to come and fix the problem, after coming to our house they informed us that they dont make this sectional any longer. In turn they couldnt get the parts to fix it. Mind you at this time we under the one year ***** They didnt get back to us My wife continued to call and email with no response. In November they notified us that they couldnt repair it and the are gonna see what could be done I called today 3/25/24 and apparently they came to a decision in Nov to allow us to return the piece with a 30 dollar usage fee taken out. The store never informed us of this Decision and now they are refusing to take the piece back or fix it citing we are beyond the warranty.

  

  Business response

  03/26/2024

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

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They refused to deliver my furniture wouldnt give me confirmation of my refund either I continued to call for assistance everyone had an attitude and wanted to argue with me.

  

  Business response

  03/21/2024

  We were unable to deliver the merchandise because the purchased merchandise was too big. The customer called at that time wanting an immediate refund and we explained that we would set up the refund as soon as the merchandise was returned by out delivery team later that day. Thank you, AFW

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a sofa and delivery did not meet expectations. On the app the delivery was delayed so I walked my dogs. The app showed eta 410 the app is false information. they driver arrived at 335 and I missed the call. I called back in 10 min to now not have a couch. I am requesting all money including delivery fee credited back to me. I confirmed delivery and they could have buzzed in the gate. I am listed. Horrible service and the manager of the store was rude and inconsiderate.

  

  Business response

  02/26/2024

  We will reach out to the customer in an attempt to resolve the issue.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two chairs from AFW in *********, ** but had to drive to *******, ** to pick them up. When I picked the two chairs up, one was sealed in a box and the other was put together, draped in plastic, and in an open box that was cut in half. I tried to decline the one that was open but it was the last one in stock and the associate assured me it was new. After getting home and unloading the chairs, the one in the sealed box was in two pieces and in perfect condition. The second one in opened box was cut up, marked with ******, and missing the floor seal. Pictures attached.. I returned the used chair and was told it would be mid-February before new ones arrived. In early February I recieved a call that my replacment chair was in. I drove to ******* again to pick up the chair. This chair was also assembled, covered in draped plastic, and has a large stain on the seat. Pictured attached.. I called customer service at the direction of the ********************** was directed to drive back to ********** He reassued me that they had recenly got some in stock and that they were new and in box. Arriving at ********** there were three chairs, all assembled and in open boxes. They again assured me they were new so I took one and drove back home. After getting home and pulling off the plastic it was obvious this was also a used chair. It was marked with ******, had a hole underneath it, and had the seal bent and smashed. AFW provided me three used chairs and I had to drive 80+ miles to get them. AFW expects me to continue to drive all the way back out to their stores for a 5th time in hopes someday I'll get a new chair. I I purchased a new chair and should have received one the first time. Aside from AFW reselling used furniture, I feel at this point I should at a minimun get a new chair delivered. I've also attached a picture of what the one new chair looked like to help see how obvously used the others were.

  

  Business response

  02/16/2024

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

  Customer response

  02/20/2024

   
  Complaint: 21300661
  
  I am rejecting this response because:  AFW did call me as they stated and I returned their call last week.  A delivery and exchange was set up for today (Tuesday, February 20th).  I did not receive the day before phone call with delivery time as they stated I would so I took the whole day off of work.  At 9:15 a.m. and after still not hearing from them I called customer service to get an update.  **************** stated they have no delivery/exchange or date/time scheduled for me in their system.  I'm still without the chair and now have a missed day of work and will probably need to take another Friday for the new delivery date.  Unbelievable.       
  
  Sincerely,
  
  *****************************

  Customer response

  02/20/2024

  After completing prior notes with new delivery date of Friday, I recieved the attached from AFW requesting a payment. 

  

  Business response

  02/22/2024

  Hello we aren't seeing why our response was rejected however we agreed to delivering out another chair and it is scheduled to be delivered 02/23/24. I believe we scheduled the delivery after this complaint was submitted. 

  Customer response

  02/23/2024

   
  Complaint: 21300661
  
  I am rejecting this response because you delivered another used or incomplete chair.  I was told this one was thoroughly inspected as was guaranteed new.  The base was missing 1 of 4 screws.  Also, one of the screws was replaced with a random silver philips head s**** because I assume the original and proper s**** was missing.  Also, the seal that shoiuld be attached to the base ring is not installed. This was the NEW chair that you said was THOROUGHLY INSPECTED.   Next chiar delivered will be my 5th attempt at getting a new and unused chair.   
  
  Sincerely,
  
  *****************************

  

  Business response

  03/06/2024

  Delivery for this value customer come out of our ******** location, and with that we are having others coming from another location so that we can schedule a delivery with no fees to the customer. We also have comments in the invoice to leave the chair in the box/carton. Thank you.

  Customer response

  03/08/2024

  BBB,

  Looking for guidance.  The most recent delivery was another used product as shown in the pictures.  I asked that they not send me another open (and probably used) box item.  I let them know I'd prefer to wait for the next shipment to arrive vs. receiving another used product.  This is not scheduled until mid-March to early April.  Do I accept and close this complaint or do I keep rejecting it until I get a new chair?  If I accept and close, and then get another used product, what do i do?  

  Thank you, 

  Customer response

  03/16/2024

   
  Better Business Bureau:
  
  I finally received a new chair which was in the box and originally packaged.  Ive received what I paid for and am satisfied.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  See upload files

  

  Business response

  01/09/2024

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

  Customer response

  01/09/2024

   
  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

  12/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch and a loveseat from AWF due to their statement of quality furniture at affordable prices. I am a single parent on disability so I have to be careful with my resources.Not long after the seams started unraveling in the cushions, the couches were not near a comfortable as the ones I sat on in the store. I filed a warranty request and it was ignored. Now the recliner ejection clasp has broken and cant be used. My couches are junk and i feel I was mislead with the quality furniture and warranty. Pictures were submitted originally and I never heard back. I cant believe they can market quality furniture with what I have been given. Its unfair to individuals who trust in the company and their warranty claims. Now I have uncomfortable falling apart junk and cant afford to just go out and buy something else when I invested my savings into a non quality set of couches

  

  Business response

  12/26/2023

  12/19/2023 at 2:56 PM MST, we approved the return for full credit. We will contact the customer to schedule a pick up for full refund. Thank you, AFW

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sectional $2774 purchased 11/20/2023. It was delivered several days later on a Saturday at 9:30 pm. And set up extremely fast.. We noticed the following week that the sectional individual pieces had not been connected. Some from the warehouse came out and put it all together. When he slid the recliner back the floor had been damaged with planks torn into the plank. He said this is fresh. When I called the store manager he said there was nothing he could do and actually game me the movers name and number. I told him I bought the furniture from and not a moving company

  

  Business response

  12/22/2023

  Looking at the receipt the customer provided this complaint is to "********** ******** in **********, ** *****. AFW is located in ************ and ***** and is not affiliated with ********** Music.Thank you AFW

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new leather furniture set from AFW ON 11/14 and delivered on 12/2. I called customer service asking to exchange my loveseat for another couch. She there would be a 15% charge plus we need pictures. I sent them on 12/4. Received an email on 12/5 they needed to be closer. Resent that night. Today is 12/7 nothing. Texted the salesperson cant do anything she was ooo. At this point I want a full refund and part my ways with AFW. Will never give them a dime of my money.

  Customer response

  12/08/2023

  I am trying to send the email communications but it is not letting me add that file.

  

  Business response

  12/08/2023

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

  Customer response

  12/17/2023

  American Furniture has picked up the furniture but I have not received a refund. I am still owing the balance. $3882.44

  

  Business response

  12/18/2023

  The items were returned to us on 12/13/23. The customer originally paid using ***** Fargo financing. Once the items were returned the refund is credited back to ***** Fargo, not directly to the customer. So, she needs to contact ***** Fargo in regard to her financing balances.

  Customer response

  12/18/2023

  I call ***** fargo and there has not been a credit applied. **************** told me to wait a week then they will file a dispute.

  

  Business response

  12/22/2023

  ***** Fargp Financing is a legal contract....AFW has used them for years with great success. We are confident the refund will be processed. Thank you , AFW

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a leather recliner from this company on November 24, 2023 for around $500. Upon opening the box, there were two tears that my son in law took pictures of at the very moment. After calling and sending pictures, the company rejected my return for refund. They did not offer an exchange as well. There explanation was that the tears were impossible to have happened in the box. I am very frustrated because a brand new piece of furniture that I spent half a $1000 on looks terrible to no fault of mine. I expect for this company to accept that this damage was not my fault and remedy this issue.

  

  Business response

  12/06/2023

  Originally the customer called in to our customer service department saying the chair was too big and was not comfortable. AFW **************** requested pictures and when we received them we could see extensive damage that would not have been possible due to packaging. The return request was denied. Thank you, AFW

  Customer response

  12/15/2023

  The response from the companys customer service department is withholding part of the story. I called and discussed the discomfort but also notified them of the damage that was found upon opening the box. 

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