ComplaintsforAmerican Furniture Warehouse Lifestyle Furniture

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have bought some beds from them back in July. We had have them for about a week then they broke and couldnt be put back together. We had try to call and ask for them to get us new ones or gave us our money back. We are always sent to voicemail. We are still paying on one that we cant even use

  

  Business response

  11/09/2021

  Our apologies, we are unable to find this customer in our data base using the name, or email or phone number (phone number has one to many numbers as well).

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a couch from AFW earlier in 2021. Within the first 90 days the couch frame was breaking. We called and had a technician take each piece of the sectional to the warehouse for repair. The couch came back in what seemed better condition but within 30 days the frame was in worse condition than before. Pieces of the frame are disconnected and caused injury to one of our children from merely trying to get a toy out from between the cushions. Another technician was sent out in July to repair the couch and stated that he would do his best but it should have been done on a machine. At this time AFW acknowledged that this piece of furniture was faulty and offered either a refund or exchange regardless of the condition. We went with an exchange. The $748 we paid for the first couch would go towards the new selection and we agreed to pay the difference. Within the same week (mid-July) we ordered the new couch and were told the couch would be delivered ***** days later. We then waited, calling every 2 weeks being told each time that expected delivery was even further out. Mid September they told us late October/early November and promised we would be contacted as soon as it arrived in warehouse. On October 23rd ************************************************************** warehouse for a week. we paid the balance owed and scheduled delivery. Tuesday Oct 26 three delivery men arrived with the new couch ready to pick up the old one despite condition as we were told each time we called for status updates. They are now saying we abused the couch and all damage is customer caused and the return is being refused.

  

  Business response

  10/26/2021

  Our drivers reported to us at the time of delivery (along with sending pictures) that the sofa was heavily stained, the corners were crushed and the sofa had been written on in a large area with an ink pen. This is not the condition the merchandise was in when we evaluated it for a possible return. We didn't allow it to be returned due to the customer abuse which the customer felt was unfair; thinking it wasn't their fault that it was abused in the home. AFW

  Customer response

  10/26/2021

   
  Complaint: 16063578
  
  I am rejecting this response because:

  There are NO crushed corners on either side of the sofa, there are no large ink stains, one **** where a washable marker had been marked by one of my children. Easily removed when washed.

  We were told that no matter the condition of the couch, the return would be accepted due to shipping and inability to repair. I was not told to be sure there was no cosmetic issues. i am willing to clean the couch to remove the marks if promised that it would be picked up and our new couch delivered. 
  

  There is no abuse to this furniture, just everyday life over months with young children. 
  
  Sincerely,
  
  ***************************

  

  Business response

  10/26/2021

  Looking at the pictures we have on file it supports what damage was called in by our delivery team including the ball point pen marking. AFW

  Customer response

  10/27/2021

   
  Complaint: 16063578
  
  I am rejecting this response because:

  I have the furniture in my possession! There is no damage to any edges/corners of the sofa. The damage they claim is minor and cosmetic. We were told MULTIPLE times that the cosmetic condition was not going to effect the return because the couch was faulty and not re-saleable. If I would have known this would be such an issue I would have had it professionally cleaned before the delivery drivers arrived at my home. 
  

  I feel completely hoodwinked by AFW and at this time all I am asking for is a COMPLETE refund. I will be taking my business elsewhere. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a sofa repaired since early August 2021 (sofa was originally delivered in mid April 2021. We had the sofa less than 4 months when it started to break down and another part of it was stitched at the factory. AFW tech. that came to our home in early August,2021 to look at it told me it needed to be repaired and that someone would reach out to me within 48 hours and they did not. I had to call them aprox. a week later and was told they would order the parts which would take 4 to 8 weeks. After waiting that time I had to call and they told me the parts have been in and they neglected to call me. They set an appointment for repair for Oct.20th 2021 and on that day the repair tech told me it would have to go into the shop for a week to week and a half on November 3rd which meant at best I would not get it returned to me until mid November 2021. That means I would be dealing with this broken furniture they sold me form early08/2021 until 11/2021.

  

  Business response

  10/21/2021

  The needed repair (inside and outside back) will need to be scheduled for us to pick up for our in shop repair (our apologies in setting up a in ***************** in error)...under warranty and at no cost to the customer however the customer stated previously that he doesn't want a repair under warranty...choosing to opt for a exchange which we can provide for a $99 fee. We will contact the customer with this information with hopes of resolution. Thank you, AFW

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/9/21, from American Furniture Warehouse I received a delivery. As they were trying to through the door they scratched my front door. As I was watching them I informed them that were damaging my door, why don't you all try the garage. At this time one of the delivery men says "the scratches were already there", I inform him "no they were not". The other guy tells him to be quite he would handle it. Once inside, they proceed to take it apart to place it in the room where it goes. Why didn't they do that the first time? I asked do I need to call in the damage and was told that they would inform the company, something told me to call and check and sure enough they had not reported the damage. I told one of them as they were leaving, I do not appreciate the other guy saying the damage was already there. As if I was lying. He was informed my doorbell camera was recording. Almost a month since I sent pictures, told it's being reviewed. I fill out a survey, and noted this incident.

  

  Business response

  10/14/2021

  Hello...10/14/21 we left a message for the customer requesting a return call or a reply to the email previously sent. thank you AFW

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a brand new couch (sectional) from American Furniture Warehouse in June of 2021. It initially had two pieces back-ordered which was halfway expected. Our issues are listed below:1. One section of the couch is essentially falling apart after absolute minimal use. We have to keep a blanket over that section so a hold doesn't form. (Terrible Quality) 2. Two sections of the couch are hard as a rock and nobody is comfortable sitting on them. (Inconsistent workmanship)3. The corner piece which connects the sectional was the last piece to arrive (end of September). This piece does not line up with the rest of the couch and sits about 1.5" off line.We called and spoke to customer service about our issues and was told there is nothing they can do. This was a major purchase for us and so far it has been terrible. We are worried that this will be a constant problem going forward with this couch.

  

  Business response

  10/14/2021

  This customer made the purchase in early June of this year. Recently the customer called us claiming they had a warranty issue because the sofa was "falling apart". We found the sofa had a large snag on a cushion and offered the customer a in home service tech to evaluate the merchandise. There would be a $25 service charge for the evaluation however if it was deemed to be a warranty issue (rather than pet damage) the $25 would be refunded. The customer refused the offer and stated they would call their finance company and tell them they wouldn't pay and they were going to contact the BBB. We still offer the evaluation as outlined. Thank you, AFW

  Customer response

  10/14/2021

   
  Complaint: 16021276
  
  I am rejecting this response because: the company did not address all of my concerns but simply the issues of the poor workmanship of the couch. I do not appreciate the narrative of pet damage if it were pet damage I wouldnt be going through the trouble of trying to get compensated for this. And the reason we declined the guy coming out to see if it would be covered under warranty is because weve had this couch for 3 months and if its already giving us issues what makes me think it wouldnt happen again and again and again. I want piece of mind. 
  
  Sincerely,
  
  *******************

*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. ↩