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Complaint Details
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Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a couch from them and still under warranty. Couch is 8 months old and has not been used, sat in only 5 times since this is in my second office and I don't use that office. Bought it since it has a sleeper in it but that has not been used so this is just like new. My wife saw a piece of wood protruding from the bottom of the couch on left side. Called American Furniture Warehouse and they sent a tech and he attempted a repair it but that fell a part when he opened the sleeper. They said had to move it to warehouse to be repaired. The mover damaged the couch significantly creating a hole in the leather and minor scuffs in my house wall and trim. I think I can fix the house issues but need to apply paint. I called them as I don't want the damaged couch returned and want a new one or money back. They were not cooperative on that request and told me let's see if they can repair it, which I said I they won't be able to fix it well and want a new one or money back.
Business response
09/02/2021
We will be contacting the customer with hopes of resolution. Thank you, AFWInitial Complaint
08/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased outdoor furniture March 11th & April 1st from AFW and it literally started falling apart. When I called about the warranty, they said it’s not covered because it’s sun damage. Then I was told because I didn’t cover it, they can’t uphold the warranty. Even though nowhere in a single piece of documentation I have says that uncovered OUTDOOR furniture voids a warranty. Outdoor furniture should sustain the environment in which it is sold. Clearly this furniture was poorly manufactured with poor materials that aren’t made for the outdoors. False advertising. When the tech came out to look at my furniture he stated it’s not even wicker, it’s made of plastic. Why would you sell plastic outdoor furniture in Arizona? A week after the tech came, no one reached out to me for a resolution. I had to contact them just to be told I’m stuck with melted $2,000 furniture. 4 months is not a remotely reasonable about of time for a purchase of that magnitude.Business response
08/19/2021
We have contacted the customer and at this time we think this has been resolved. Thank you, AFWInitial Complaint
08/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I bought a chair and ottoman here and was told it can take 6 weeks to get in stock which was okay.. Six weeks goes by never a follow up call.. Went in and spoke with store manager named Mike he reordered my stuff as to it was canceled or pushed back another 6 weeks the chair was not a need kore of a want.. Boom another 6 weeks never a phone call asked finally asked for a refund Which they say they gave me but they did not.. I have talked to my bank their corporate center they say they have paid me.. I spoke to my bank they say nothing was ever refunded to me I have my Statements that show the deposit was never received. SO HERE I AM NO REFUND BANK SAYS THEY DID NOT SEND IT AMF SAYS TGEY PAID IT. I HAVE ASKED FOR TRACE ID NUMBER SO MY BANK CAN TRACE Payment AND THEY CAN NOT PROVIDE ME WITH ANYTHING.Business response
08/19/2021
The referred to refund was processed earlier today and we have been in contact via email to let him know along with snap shots of the refund. Our apologies in the delay. AFWInitial Complaint
08/14/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 7, 2021 I ordered three items in order: *********. I selected the Platinum Delivery - which includes assembly of the furniture. However, upon delivery the delivery team let me know that while they do assemble most of their furniture - they do not assemble my particular order (bed, bookcase headboard, and nightstand). They said I should ask for my money back. After calling immediately AFW - I received a $25 in-store only credit - although the Platinum Service was $69 (including assembly). Now that we're assembling the furniture - the bookcase headboard box was clearly opened and taped closed prior to delivery at our house. Several pieces of hardware were installed when we opened the box that should have been in bags and there are NO directions or papers. Clearly this was returned and logged into the system and then sold to us as a new item. What a scam! I am thoroughly displeased with our entire AFW Thornton experience. I request new items be delivered intact.Business response
08/17/2021
It is not true that most of our furniture is RTA (Ready to Assemble by the customer) because most of our merchandise is delivered assembled. Within each store we have a RTA area with boxes in racks and merchandise representing what merchandise will look like once the customer assembles it sitting near the stack outs. You will find the same thing at ****** or ******* or other stores that sell RTA. There is signage posted in our stores and on our website letting our customer know that RTA will be our customers responsibility to assemble. We offer delivery on RTA, where our delivery teams will deliver RTA in their respectful boxes but our delivery teams do not assemble RTA. This customer was offered a $25.00 discount with hopes of resolution for the misunderstanding. AFWInitial Complaint
08/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a couch from AFW less than two years ago. The recliner broke which they are willing to cover under warranty. However they said it could take up to six months because they no longer do business with this company due to the reasons I’m stating. My second issue is one of our Recliners is visibly peeling The service tech also told me that this is a defect and another reason why they quit buying from them. When calling warranty service I was treated poorly and told I could either take their offer or leave it and was hung up on. When trying to return my call to warranty customer service they continually picked up the phone and hung up on me. The offer was to recover the piece & split the cost. They stated it could take up to six Months And that this was another defect. I feel they should exchange the set out for us. Instead I’m getting no help However they stated they no longer do business with this company due to the fact that they’ve been having so many problemsBusiness response
08/10/2021
The manufacture referred to is "***" and the manufacture's warranty is for one year and AFW extends the limited warranty at no charge to the customer (it is a limited warranty which may be effected by parts availability). *** leather/leather match is not known to have any peeling issues and recently *** has had issues as all other manufactures in regards to shipping. Covid delays have hit the furniture business worldwide and they still haven't been able to ship as quickly as they once could. Raw materials being part of the problem...factories shipping raw materials to furniture factories are still having troubles as well. We will contact the customer with hopes of resolution. Thank you, AFWInitial Complaint
08/05/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My husband and I bought a couch on February 12, 2021. We were told it was a special order and would be delivered at the end of April. We agreed to these terms and paid the full amount for the couch. Since then, it has been delayed to be delivered at the end of May, the end of June, the end of July, the beginning of September, and now mid-September. American Furniture Warehouse shirks responsibility and blames COVID-19 backlogs affecting the manufacturer. At what point do those excuses run their course? At what point will American Furniture Warehouse take accountability for accepting $1200 and not delivering the product promised in a purchase agreement?Business response
08/05/2021
It is true that COVID-19 has caused shipping (and production) delays from the factories and without notice. Our apologies. Even though this purchase was a "special order" we will still offer a full refund and close the order if the customer would like us too. AFWInitial Complaint
08/03/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased 2 beds on June 27th both beds where to be delivered a week later but only one bed was delivered along with 2 parts of the the other bed. They come again 2 weeks later to finish the second bed but only brought one piece again telling us they didn't bring it all they keep scheduling me to bring the rest and install but cancel. This is dangerous for my child to have pieces of a bed all over her room and unprofessional for American furniture to refuse to bring the rest of the pieces and put it together as we paid for and when we call every single person has hung up on us and not tried to call back customer service is very rude and unprofessionalBusiness response
08/04/2021
The customer was scheduled for delivery yesterday...for 8-10-21. Thank you, AFWInitial Complaint
07/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My problem is with a mattress that we purchased from American Furniture Warehouse. Within the initial 2 months of ownership a ’HUMP’ formed in the middle of the mattress. We contacted AFW Customer Service, told them about the hump in the mattress and because it fell within their ’90 Day Comfort Guarantee’, I could exchange the mattress for another. The Customer Service Rep even recommended that we choose a different mattress. The day of delivery of the new mattress, the delivery man noticed a ‘spot / stain’ on the mattress. This ‘spot / stain’ was about the size of a pencil head eraser. While the delivery man called Customer Service, I took a damp cloth and rubbed it over the mark. Customer Service told me that because there was a stain on the mattress, they could not complete the exchange, because they discount them and place them in the back of the store in the clearance section. Needless to say, the ‘spot / stain disappeared once it dried. I have requested that someone come outBusiness response
07/31/2021
We will contact the customer with hopes of resolution. Thank you, AFW
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Get a QuoteCustomer Complaints Summary
213 total complaints in the last 3 years.
45 complaints closed in the last 12 months.