American Furniture Warehouse has to have some of the worst customer service/sales people in the industry. My wife and I ordered A sofa/loveseat/chair combo on 2/25. We were told that the sofa and chair were on order and would be in around 3/23. No big deal. So the 23rd comes and goes and we never received a call from the sales agent that our furniture was in like we were told we would. Finally I call customer service to see what the situation on our order is. I am told that there was a delay at the manufacturer and now everything will not be in until the end of April. OK not that big of a deal, I have worked in retail stores and know sometimes shipments get delayed. So I ask why the sales rep did not call and inform me that the order was delayed, and was told that is not their job???????????. Not their job, THAT IS EXACTLY THE JOB OF A SALESMEN. I have worked in retail for many years, and whenever an order is being delayed or back ordered it was always my responsibility to let the customer know. Not your job my ass. This was my first and last shopping experience with this worthless company.

We are all well aware of many cases of customer dissatisfaction. But, we, employees cant talk. We will get fired. And, yes, Managers curse at employees as well. Don't ask us, we cant tell!!

American Furniture Warehouse sells defective furniture and lacks Customer Service.
Here is how the story goes.
My husband and I purchased a black desk from AFW. We brought the desk home and there was a big chunk missing from the hutch. We went back down that night to exchange it out. We returned home with another hutch. When we opened it it was again broken. The next day we went back. The return department brought down another desk that was in shambles. They then got another desk in which there were staples in all of the wood when I showed the guy he said oops and then told me that they did not have any more desks. I said I needed the floor model because I needed it ASAP yet again this piece had chips missing from it. I returned the whole desk set and recieved a 50.00 credit. I put my money back into AFW and got a completely different desk and actually spent more money. We got the desk home and the top hutch was broken. I informed customer service that I needed a new one delivered to me as I have already made 4 trips and she said that I would have to pay 50.00. I called Corporate the next day and spoke with Laura. Laura was completely rude she informed me that I am never satisfied. I told her it is because I am recieving broken furniture that I have paid full price for. I explained that I did not feel that I should have to pay for the delivery. She proceeded to say is that all I want is money and credits and even if I recive that I will still not be satisfied. I informed her that I am not asking for money just the delivery and she said that then they cant pay their delivery driver if they are waving the fee. She marked our profile as a crohnic complainer and said that she would get it delivered however if it was delivered damaged we were not allowed to return it at all!!! We have to keep it damaged.! In addition she said that if we complained any more she would come out and have the remainder of the desk taken from our home. We have bought and paid for this desk and she can not threaten us with this. I informed her that if the top hutch was broken we would be taking the entire thing back for a refund and they would lose our business and she said that they are not losing any business.
AFW does not stand behind their product or care about their customers. They only care that they control the furniture market and what they can get from our pockets. Please be aware of what you buy from there.. I strongly suggest opening your product before you leave and having them repackage it for you. Do not worry about the line or the inconvience because they do not care about YOU!

We too, have had issues with American Furniture Warehouse. We purchased a bed on June 13th, and were told it would be delivered between June 18th-June 30th (at the latest). June 30th comes around and no response, so I call the store and they connect me with my sales person. He then informs me that it was shipped out on June 25th, and should be here any day and is probably sitting in the truck out back waiting to be unloaded. I am instructed to wait a few days and call back.

I call on the 5th of July and speak to a customer service person who now tells me that the order has been pushed back and won't be here until August 15th. Keep in mind, we ordered this on the 13th of June and will now have to go 2 months without a bed, when we were originally told 2 weeks. I ask what my options are, and am told I can select another bed, get a refund or wait. I let her know I will have to consult with my boyfriend.

My boyfriend then calls, a little irritated and asks if there is a way to take a percent or dollar amount off for the inconvenience or have it delivered. The lady replies, nope, nothing they can do. My boyfriend, works in customer service and informs her she isn't being very professional about this, that there has to be something we can do. He also, lets her know that he interacts with a ton of people and is not going to speak highly about his experience with American Furniture Warehouse. She tells him, that is against the law and he can't do that. Then the "customer service" lady says there are ways for the order to get lost and that things can happen. He asks to speak to a manager and is informed, that she is as high as it goes.

Keep in mind, they never once called to let us know anything as to the status of the bed and offered no reason why it was delayed. My boyfriend, dumbfounded, says he will keep the order and is obviously very frustrated with the agent. She was extremely rude, unprofessional and threatened to have our order disappear. He calls back and speaks to a sales associate and they apologize and tell us we can now have a $30 in-store credit, so we think it is resolved. The next day, we drive to Longmont to see if there is another bed we like just in case, and don’t find anything and decide to keep the original order and wait it out.

It gets better, two days later, we are checking our bank account and notice a credit of $585, which happens to be the amount of the bed. We call and are informed that they have canceled our order and we are no longer welcome to do business there. Who cancels someone's order and doesn't even tell the customer, seriously, what kind of customer experience is that. American Furniture Warehouse needs to learn how to treat their customers.

I recently bought a table set from American Furniture Warehouse.

I had to drive to a different store to pick it up because they did not have it in Aurora. I went to the mega store in Englewood and they mistreated my table as they were bringing it out to me. Not only that, an employee walked by me and made imitations of Chinese noises like I could not speak English.

When I called to see if I could come in to talk to a supervisor, they highly discouraged me from coming in and try to wave me off with a 30 dollar in store credit. I then took my time to drive all the way to Thorton and speak to the customer service manager and she was hostile and extremely rude. She did not even seem to be concerned that racism was a big issue and she tried to turn the issue on my by trying to blame me for coming in for revenge when I did not even mention about what happened to the employee. Then she proceeded to raise her voice at me and swore at me. I could not believe that the CUSTOMER SERVICE MANAGER swore at me! I am and will continue to do everything in my power to spread the word to the entire world about American Furniture Warehouse and how they are racist and they discriminate and their managers swear at customers and are extremely unhelpful. They made the situation ten times worse. All I wanted was for them to actually show truly heartfelt concern and realize the severity of the situation and I did not get that at all. The manager didn't even apologize to me once during our conversation, not until right before i left with a new stool (because after I bought the table, it was cracked in half when I brought it home and so was a stool), because then she probably realized what she had just done and was trying to make up for it by being nice. I cannot believe such a company is being run in such a way. If they don't take action for racism and see it as an everyday complaint, I don't even want to know what they do with other situations. As I can see in the other complaints, it seems as though they don't care about their customers and if they don't care enough to want their business, well then they will have NO business at all. The nerve of those people to make me feel like I did something wrong, they have no idea what they have messed with. It is the 21st century, racism is NOT ok. It is a very important matter and I can't believe a business like AFW would just brush it away like it was nothing. I hope Jake Jabs knows what kind of company he's been building.