ComplaintsforAmerican Furniture Warehouse Lifestyle Furniture

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi just wanted to let you know first of all my Christmas has been ruined. My whole family is upset and Im just really like Im going insane well, two months ago I bought a mattress from American furniture actually two mattresses one for me and one for my son and afterwards we noticed that they had a stain and I call the company and complain about the stain so they switch the bed but afterwards I start feeling itchy like there is something going on with his bed that I had from them, so it was I just thought it was just me but then my kids started complaining that theyre feeling itchy all over their body so I went to the furniture and complain about whats going on and the only thing is just say we dont have any bugs and heres your money back and have a good day so now Im here at my apartment as we speak with a lot itchy and this is Bugs bite and theyre all over our apartment. They fly and they fight and bite so hard and I just cant deal with this anymore. I need your help.

  

  Business response

  12/05/2023

  Reiterating what was already explained to *** on her post on ******* ***, your purchase was made in September and while we are sorry to hear of this unfortunate bed bug issue, we assure you, AFW does not have bed bugs or any other insects. Please allow us to share some bed bug information with you. Bed bugs are easy to detect when handling furniture but there is more to know. Bed bugs enter the home in many ways but not from new bedding or new beds because in a manufacturing facility or in a warehouse for example there are no feeding opportunities. In an apartment complex the bugs will often transfer from one apartment to another. ******************** will want to keep their occupants safe and will usually be happy to address the problem. So, when bed bugs are reported to the apartment management team, they are usually already aware of a problem and dont want one tenant endangering others trying to fumigate without proper training. Bed bugs only reason to go to a bed (or recliner when people sleep in the recliner at night) after entering the home is to seek a feeding place (they are nocturnal feeders, so a bed is their perfect set up once it is being slept on).We read where some people think that the bugs are drawn to a mattress and later someone falls victim to them when sleeping, however the bed bug once in the home is drawn to the person by their breath not to a mattress or furnitureand from there seeks out the feeding opportunity (at night), finding the food source motionless in the dark. Being beg bugs are blood suckersthis is how they survive. Bed bugs also do not fly, so this would seem possible that you are experiencing a different type of insect... ants perhaps? Again, we are sorry you are dealing with this unfortunate experience. AFW

• Initial Complaint

  12/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 5,2023 we purchased a couch from AFW. It would not go through ***************** so we returned it. We paid cash for the couch and a rug. We kept the rug. We were told we had to pay a rest o king *** as well. On about November 9 or 10 we asked flr a refund. They said since we paid cash the would send us a check and it would take **** buisiness days. I called twice and they said that the check was processed and in the mail. When my wife called today we were told that the check was written but not yet send and we should receive it by the end of the week or next week. I paid cash. Please listen to the calls fir quality if you would like. It is Unacceptable. I would like my restocking *** back as well since I am out my money for almost a month.

  

  Business response

  12/03/2023

  We sincerely apologize for any frustration in getting you your refund. We have attached the record that shows your check was mailed on 12/01/23 to the address on file. Thank you for your patience... AFW.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I went into the store to make a return, the associate asked me for my ID. I showed them my drivers license and they wrote down my ID number on a loose receipt at the desk that anybody could take and misuse. I would not have even brought out my ID if I would have known that they were doing that. The associate wrote it down while I was bringing the item for return onto the counter. I was informed that this is their policy for returns. The excuse was given that there was fraud during COVID-19. It is inappropriate, intrusive, corrupt, and unsafe for customers. American Furniture does not need my drivers license number for any reason. I'm writing to inform the Better Business Bureau and other consumers of this unacceptable practice at American furniture warehouse.

  

  Business response

  11/30/2023

  We sent out a memo today to all locations stating that we do not write down driver license numbers or take a photocopy of driver's licenses. Thank you AFW

  

  Business response

  11/30/2023

  Our apologies - AFW

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch in April from American furniture warehouse and Ive been fighting with them since late September early October the leather rubbed off and when I called about the issue I was told it was not their problem that I needed to call the leather cleaner company and all I was given was excuse after excuse solely to cover their ***** its ridiculous the way we were treated by management.

  

  Business response

  11/28/2023

  AFW is not responsible for the customer accidently getting chocolate on the leather and then cleaning the leather with a leather cleaner which damaged the finish. Thank you, AFW

  Customer response

  11/28/2023

   
  Complaint: 20920943
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch on 2-16-2019. On the receipt it says the durahide has one year warranty and five year warranty on mechanism. On 11-18-2023 the handle for one of the recliners on ************* part broke off. It looks like the cable broke inside the tube it runs in to pull up the recliner. I went online and submitted a warranty claim since Im within the five years according to my receipt. After getting a response and sending pictures I was told that AFW only does a one year warranty and Ill have to pay and order the part. I sent a picture of my receipt so show them it says five years. I was then told they would waive the parts fee but it will be three to six months for the part. If I want it installed it would be an extra charge since there is only a one year warranty. There is a phone number on the emails but AFW only does warranty things online you cant talk with a person.

  

  Business response

  11/28/2023

  Looking into the customer's service order keyed 11/27/2023 the needed part was ordered and all fees were waived. Per warranty claim number ********. Thank you AFW

  Customer response

  12/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is for the most part satisfactory to me. I did not have to wait the 3 to 6 months for the part to be shipped overseas to here. After posting on here the part appeared in the warehouse here and was shipped in a few days. The part I'm not still satisfied with was the fact I had to install the part myself, which involved taking my couch apart. I would have figured the warranty would have covered the installation. AFW wanted to charge me $45 for someone to come out.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Must delete all account information entered. Do Not wish to have an account with this vendor.

  

  Business response

  11/27/2023

  We have no record of a ***************** in our system.

  There have been a few instances lately of websites misrepresenting themselves as AFW by using our logo and other trademarks in attempt to scam users. Sadly, we cannot control or stop people from stealing our logo, intellectual property and/or information and trying to use it to lure customers to scam websites. We do everything in our power to shut them down when we find out about them. It is impossible to stop them all. Users who have had bad experiences or have made a purchase with any website or social media post that appears to be American Furniture Warehouse but is NOT through www.afw.com or www.afwonline.com may be victims of these scams. We highly recommend they contact their bank immediately to file credit card charge backs against these fraudulent sellers. Consumers can also file an internet fraud case with the *** here: ******************************. AFW cannot assist in filing claims or in contacting the scam website on the users behalf. AFW is not responsible in any way for the claims or content made on those websites.

  Customer response

  11/27/2023

   
  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

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a complete ** entertainment center on 11/19/23 and have had nothing but problems ever since. The day I brought home the ** stand, I immediately noticed it was damaged, so I had to return to the store and replace it since that was the only free option that was given to me. Once I was able to put the system together, I noticed that both of the towers were the right side and the doors opened in the same direction. I double checked the image on the website and it is clear that the doors should open in opposite directions - the left tower should open to the left and right tower to the right. I spoke with a very rude agent, who gave me the option to take the item back to the store but after pleading my case he set up a delivery exchange, only after I asked for it. 15 minutes later, I received another phone call, and the same agent said that he was canceling the exchange because there were no left side towers available, and that the set was designed to open to the right side. I once again confirmed on the website and it does in fact show the hinges on opposite sides for each tower and the agent told me that it could just be the way the photo was taken when clearly that is not the case. I have now wasted hours putting together the product and driving back to the warehouse for the original exchange plus time on the phone and yet they still expected me to spend more time and gas to reach a solution. After finally being given the option for a refund, I opted for that, and asked the agent if they could come and pick the entertainment system up since it is very heavy and I am only one person - they said yes, but that it would cost nearly $100 to do so. All I wanted was the item as listed on the website, but they were not able to fulfill what they advertised and still expect me to spend more time and money just to get a refund. I am asking that they come pick up and package the entertainment system without a charge, and that they offer me a full refund.

  

  Business response

  11/25/2023

  We will contact the customer and get this resolved. Thank you, AFW

  Customer response

  12/02/2023

  My apologies - I was able to resolve the issue with the company and am awaiting a refund. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been given several different dates for delivery of my order, I was advised that I would receive chairs the end of November to the beginning of December now Im being told that it will not be until January 19th. I have made change orders however I was contacted on Sunday and told that they were not going to deliver my items until a balance of $144 was paid, I advised them that I have a credit on my account of $65, they stated that they know that but they have an accounting error on their side and the only way to get my order is for me to pay the $144 then they will credit me back. I believe that their accounting error is why my furniture is now going to be delayed. This is not right. They will not allow anyone to speak with a manager. They have left me with a table that their driver has damaged, no chairs that match the table and their customer service is terrible!

  

  Business response

  11/22/2023

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

  Customer response

  11/22/2023

  I have contacted the company several times and talking does nothing, I would like to speak with an actual supervisor or ***************** himself. 

  

  Business response

  12/12/2023

  AFW was in contact with this consumer 11/21/2023 upset with ** showing a balance due, but it had been resolved just minutes prior which was explained to the customer and on 12/12/2023 delivery was scheduled for 12/14/2023 and is still scheduled to be delivered on 12/14/2023. Thank you, AFW

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company sent me several advertisements for a ******* Projector, at a price drop for $299. I went to American Furniture Warehouse (AFW) to purchase this item at the newly advertised price, but the store refuse to honor the price, also, I called AFW's ***************** and even they refuse to honor the price. They claimed it is only an online price; however, there is no mention of that on the advertisement. Long story short, I ended not being able to purchase the item; therefore, I cancelled my complete order, which I had several items. I plan to continue escalating my complaint as far as possible. Companies should not be able to advertise products for one price, but not honor it. See photos and dates listed on the photos of their advertisements.

  

  Business response

  11/21/2023

  We have called this customer but had to leave a message with hopes of resolution. Thank you, AFW

  Customer response

  11/21/2023

   
  Complaint: 20895255
  
  I am rejecting this response because: I do not have any missed calls from American Furniture Warehouse (AFW). or any voicemail messages. Please provide the information in which the company claims to have left messages. Also, AFW has my email address, which they can use to.c9ntact me as well.
  
  Sincerely,
  
  *****************

  

  Business response

  11/22/2023

  It does say on our website that this item's availability: Online only item. Ships ***** in 2-3 days. It was part of our "Deals for Days: 28 Deals for 28 Days Email and Social Campaign" Thank you AFW

  Customer response

  12/01/2023

   
  Complaint: 20895255
  
  I am rejecting this response because: The ad clearly shows the price to be $299. It does not say online, until I actually open the link. I did not find out about it being an online price until I went to the store, and even then, I was allowed to purchase at $299. The price was $599. Had I have  known that, i would not have considered purchasing. I live approximately an hour from the store. I was going to add it to the lost of items i was going to purchase.  Due to the fact that the initial add displayed was misleading, I declined my entire purchase. See the attachments I sent with this complaint.
  
  Sincerely,
  
  *****************

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently ordered a tv stand/fireplace from American Furniture Warehouse for $847.73 delivered to our house. When it was delivered, I noticed that the doors on the cabinet were severely warped, to the likes of which I have never seen. How that passed anyone's inspection is beyond me. So I had to take another day away from my business, losing $300 for that day, so they could exchange for a new one. Well, they brought a "new one", and I noticed one of the legs was cracked, split right up the ******************. Had any weight been put on that stand, it would have broke completely, becoming a serious hazard to anyone around it. Now, they are going to exchange another one, causing me to lose ANOTHER $300 in business. I am not optimistic that the one they will bring will be undamaged or acceptable at this point. I have called twice, with the hopes that the matter could be resolved. It's not just a case of refunding our money at this point. I need either a unit in acceptable shape, along with a SIGNIFICANT discount for all the nonsense and money I have lost, or the company is going to have to completely cover my losses. I have made several attempts to fix this matter, and have pretty much told I am up "you know what's" creek. I was even told "customer service managers don't talk to customers". This has been BY FAR the most ridiculous and unacceptable experiences I have ever had buying anything. If the company will not fix this with me, I will use whatever legal means are at my disposal to recover my losses, as well as do whatever I can to warn other consumers not to buy anything from this company.

  

  Business response

  11/21/2023

  With our apologies we will be in contact with the customer with hopes of resolution. Thank you, AFW

  Customer response

  11/21/2023

   
  Complaint: 20889749
  
  I am rejecting this response because: UPDATE: They actually came out yesterday (for the third time) to bring a replacement. This one was worse than the other two!!! At this point, I am now down $600 from missing two days from my business, having these guys re-deliver the piece. I can no longer take any more days off to deal with this problem. I spoke to another rep yesterday, and requested that they get two new doors from the actual manufacturer, and I will put them on myself, hoping that they will fit properly. My experience in cabinet building and repair, says that sometimes new doors on cabinets will line up properly, other times they don't. Regardless, the middle shelf in the unit is severely warped as well, and due to the construction of the unit, that is not fixable. Even if we get new doors that fit properly, the only solution at this point, is a SIGNIFICANT reduction in the price. I cannot afford to lose another day, so that they can return to pick up the product, and simply refund my money, nor would I accept that anyway, due to my losses because of this mess. 
  
  Sincerely,
  
  *************************

  Customer response

  11/21/2023

  They did, in fact, call today and left a message. The message instructed us to call their customer service number. This is the same number I have called several times, and was not really able to get anything accomplished, other than the last rep looking to see if they can send the doors. These reps are not able to discuss the type of resolution that is going to be acceptable to us. We will need to speak to upper management, as the amount of money off in question is fairly significant. I feel the unit is only worth a certain amount of money at this point, and the amount of labor I will need to do IF the doors actually fit, IF we are able to obtain them, along with the amount of money I have actually lost due to having to take off of work to be able to be here for the two times they were to exchange the unit, will be considered in the final amount. 

  Customer response

  12/01/2023

  Yes. I would like a SIGNIFICANT discount on the piece of furniture in question, along with the below stated problems repaired at the company's expense. Both of the doors are SEVERELY warped, almost resembling a banana. The center shelf is warped as well. I would like these things repaired by installing new doors and shelf at my place of residence. Due to the myriad problems I have had in this experience, I expect a SIGNIFICANT discount on the item as well. Frankly, it would be best if I could speak to the company's legal representation/attorney, so we can get some things in writing, and verification that the matter will be resolved. I have pictures of the doors and shelving if the BBB needs to see the extant of the warping of the furniture.

  

  Business response

  12/06/2023

  We deliver to this customer's area 7 days a week so hopefully a customer would schedule their delivery for a day they don't work. We ordered new doors that we will install at no charge of course Along with refunding the delivery fee in addition to giving a discount with our apologies. Thank you, AFW

  Customer response

  12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will TENTATIVELY accept this response, IF the discounts are to my satisfaction. They may email me at ************************** to discuss a the time of delivery and installation, and said discounts.
  
  Sincerely,
  
  *************************

  Customer response

  12/29/2023

  The company has NOT followed through with ANY resolution. We would like to RE-OPEN this complaint.

  

  Business response

  01/10/2024

  We will be in contact with the customer as we have been unable to find her account with the information given. Thank you. AFW

  Customer response

  01/10/2024

   
  Complaint: 20889749
  
  I am rejecting this response because:
  
  Sincerely, This is ridiculous. They know exactly who I am. The order number was 33J597294....the same order number in the original BBB complaint that AFW agreed to resolve. It's for the same issue that has been going on for three months. 
  
  *************************

  

  Business response

  01/10/2024

  Hello *****, we called both numbers we have on file but had to leave a message. Please check your messages and let us know how you would like to proceed. Thank you, AFW

  Customer response

  01/10/2024

   
  Complaint: 20889749
  
  I am rejecting this response because: I did receive a voicemail earlier today, and ******* explained what AFW was willing to do to fix this issue. Unfortunately this is not even remotely close to acceptable at this point. We have lost too much money having to take days off to fix this problem. The company wants us to take yet another day off of work so they can pick the unit up for a refund, as well as a $50 store credit. This is not acceptable, as we lose $300 every time we have to take a day off, and are already at a $600 loss. Also, we consider a $50 store credit a blatant "slap in the face". Honestly, at this point, we would accept no less than a $600 rebate on the unit credited back into our account. At this point, it is clear that us and American Furniture Warehouse are not going to be able to resolve this matter outside of a courtroom. Please inform them that there is no need to reply to this complaint any further through the BBB, and that we will be obtaining legal counsel to take this matter into litigation. Thank you for your assistance. 
  
  Sincerely,
  
  *************************

  

  Business response

  01/12/2024

  We deliver to this area 7 days a week so we don't understand why you would need to take a day off from work unless you work 7 days a week. Is that the case? AFW

  Customer response

  01/12/2024

   
  Complaint: 20889749
  
  I am rejecting this response because: Both of us work seven days a week. Regardless, your terms were not acceptable. Even if we could afford to take the time off, we don't have anywhere else to put the 80" TV and other things in the unit. Also, as I previously stated, the $50 store credit is a ridiculous offer considering all the money we have lost, along with time and frustration. I explained our terms in the previous answer; if those terms are acceptable to AFW, then please advise. If not, then this matter will have to go to court. 
  
  Sincerely,
  
  *************************

  

  Business response

  01/17/2024

  We are more than happy to give this consumer that does not like there merchandise a full refund with the return of the merchandise. AFW

  Customer response

  01/17/2024

   
  Complaint: 20889749
  
  I am rejecting this response because: As stated on the previous response, we do not consider that an option, which has been explained previously. There is no need to go back and forth, we will be referring this matter to an attorney, and also will be taking any other civil/legal actions available to us. 

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

  Customer response

  12/29/2024

  We had accepted the resolution offered by American Furniture Warehouse in this matter, with the expectation that the company would follow through with the resolution. To date, that has not happened, as the company has not contacted us to fix the furniture in the complaint, nor offer us any discount that was discussed in the complaint, and has now ghosted us and will not answer emails. I would like to re-open this complaint. Thank you.

   

  -**********, V *******

*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. ↩