BBB Accredited Business since

American Furniture Warehouse

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Phone: (303) 289-3300 Fax: (303) 288-1969 View Additional Phone Numbers 8820 American Way, Englewood, CO 80112 http://www.afwonline.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that American Furniture Warehouse meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for American Furniture Warehouse include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 131 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

131 complaints closed with BBB in last 3 years | 36 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 13
Delivery Issues 3
Guarantee/Warranty Issues 41
Problems with Product/Service 70
Total Closed Complaints 131

Customer Reviews Summary Read customer reviews

16 Customer Reviews on American Furniture Warehouse
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 14
Total Customer Reviews 16

Additional Information

BBB file opened: December 01, 1975 Business started: 02/27/1968 Business started locally: 02/27/1968
Licensing, Bonding or Registration
Many local municipalities, townships and counties have registration, bonding and/or licensing requirements. The BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Permit and license requirements for regulated industries in the State of Colorado can be viewed at the following website:

http://www.colorado.gov/pacific/dora/licenses-and-permits-0

To view the registration of a business with the Colorado Secretary of State click below:

http://www.sos.state.co.us/biz/BusinessEntityCriteriaExt.do

Type of Entity

Sole Proprietorship

Business Management
Mr. Jake Jabs, President/CEO Mr. Rob Naish, Customer Service Director
Contact Information
Principal: Mr. Jake Jabs, President/CEO
Customer Contact: Mr. Rob Naish, Customer Service Director
Business Category

Furniture - Retail Office Furniture & Equipment Furniture - Childrens Furniture - Outdoor


Customer Review Rating plus BBB Rating Summary

American Furniture Warehouse has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/23/2016 Problems with Product/Service
7/9/2016 Guarantee/Warranty Issues
7/5/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 05/04/16 at 12:12PM ET, I called American Furniture Warehouse in Colorado Springs to report that my couch padding had thinned out to the point where when we sit, we can feel the frame in the back. They scheduled to have someone come out today, 05/09/16 between 12:30PM and 2:30PM. The service guy showed up and we explained to him what was going on. He sat in the left seat of the couch and acknowledged feeling the frame. He verbally stated that based on what he saw, that the padding was thinner than the middle and the other corner of the same couch and advised that sometimes the factory doesn't fill it enough. He took pictures and then proceeded to disassemble the back of the couch (Backrest) and stated that he would take that in to the factory to get repadded. When my wife and I questioned how they were going to make the backrest look the same as the other back rests on the same couch, his attitude changed immediately and he stated that he would need to get the entire couch sent in to the factory and then changed his tune to say that the side that had less padding looked more worn than the other two sides. I pointed it out to him that I also sit on the same couch. My wife sits where the padding had thinned out and I sit in the middle right next to her and the padding where I sit did not thin out at all. He was abrupt and stated that "Well it will be up to customer service". We said this was fine. This evening Customer service (First Name was ******) called me back and stated that based on the pictures taken and the discussion with the service person, they will not cover wear and tear. My couch is less than one year old and is still in immaculate shape. There is no wear and tear on the couch. I am angry because the service person was prepared to take the seat backing in for repair, and told us that it looked like the factory did not add enough padding and then turned around to change the situation, put it in writing that this is not a warranty issue. We are being lied to. I informed ****** that I was not happy about this outcome and told her that the service guy was ready to get the padding replaced in the seat back and then changed his story. She informed me that there was only two options for me. One - They would take the entire sofa and get it padded but I would have to pay for the labor on it because it was not a warranty issue, and the second - they would take the seat backing only and I would have to pay for the stuffing of the padding on it and they would NOT guarantee it would match the other backings on the same couch. I told her that was not acceptable. When I insisted on getting the issue escalated, she refused to do it saying this issue was discussed and this is the way it is, she would not get her boss on the line, nor the store manager, nor the district manager. I have spent $1000s of Dollars buying my furniture through AFW and was disgusted with the treatment I received. When I asked for someone from Corporate to call me to discuss the issue, I was told, No this is the end of the line, with me. I told her that we would see. AFW is not honoring their 12 month manufacturer warranty, and I am extremely angry about being lied to and receiving pushback from someone who refused to let me talk to their Manager.

Desired Settlement: I just want the padding in my couch fixed. It is still within the 12 month warranty period, and there is no readon why the seat backing would have worn out when the seat portion didn't.

Business Response: We just received this complaint from the BBB today...we called the customer and offered to give him a full refund including the delivery fee as we see he has had problems with 3 different sofa set from us. We feel that we are not the store for him and will be happy to pick up the sofa set for a full refund so that he can find a store better to his liking. Thank you, *** ***** AFW

Consumer Response:
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,

***** *********

 

7/5/2016 Problems with Product/Service
7/5/2016 Advertising/Sales Issues
7/5/2016 Problems with Product/Service
7/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased my furniture through this location. I was informed by the employee that sold the furniture that I did not need to pay interest on the product until one year after my first payment was made. The representative also informed me that I did not need to make a payment until 45 days after I received the furniture. Because of this, we reasoned that the last month to pay the furniture would be May of 2016. I have paid all of my payments on time and was on track to finishing my payment this month. I went to look at my statement, only to notice a $600 dollar interest charge made on my $247 outstanding debt. Because of this, I feel I was not only misinformed on how I would be billed but also coerced into buying a product without honest information.

Desired Settlement: I would like for the interest to be reduced back to 0% for the month of may so that I may pay the outstanding debt and be finished with this company and the bank that provides for it.

Business Response:

The financing contract that the customer has to sign off on saying that the customer agrees to the terms is through ***** *****; it indicates that the loan must be paid within 12 months of the contract or interest will be charged to the customers account from the purchase date... in this case the contract was processed on 3-13-15. Not knowing what a customer feels may have been verbally said or what a customer may think or remember or assume; our only position is that we have to refer back to the financing contract that was agreed upon, and signed by the customer. 

 

 

03/13/15 16:44:36 - 54YR - Finance Plan: WF12 Auth Nbr: ****** Finance Amount 
                                         2618.17
                           No Interest if Paid in Full within 12 Months with 
                                         regular monthly payments. If the 
                                         purchase balance is not paid in full 
                                         within 12 months, interest will be 
                                         charged to your account from the 
                                         purchase date at a rate of 27.99%. 
                                         This APR will vary with the market 
                                         based on the U.S. Prime Rate.

Consumer Response:
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,

***** *******

 

7/2/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress a little over a year ago. The head of the mattress in the middle of the mattress started to sink into the middle of the bed. Being that I didn't want my toddler to get stuck in between the headboard and bed while he was sleeping, we turned the mattress so that the top part would be at the bottom (not flipped but turned). I called and had someone come take a look. A week a later I had a women call me and state that the bed looked to be sat on excessively but they would still cover it 86%. I would have a credit toward another mattress of $826. I originally paid $1109.00. I explained to this lady that we actually just moved that mattress so our heads weren't sinking in so that side wasn't excessively sat on. Also that I have only had a year and a mattress should be able to withstand a little bit of ware since it was just a year old. If you look at the mattress you can tell the top memory foam is separating from the material at the bottom and causing the middle of the mattress to buckle. Even after this she stated this was what they can do and to come in and pick another mattress. I have had mattress for 10 years bought from a liquidation place that never had that problem and started to show wear after 10 years. I went to AFW because I wanted this bed to be a better product and quality. I guess I had hire expectations. This outcome is not what I expected and I paid for a better quality product and expect to get what I paid for.

Desired Settlement: I would like for the same mattress to be covered 100% since this is a defect and not damage to the bed. Or give me my money back and I will go elsewhere. I can provide pictures or allow someone to come in and view my mattress to see it's in clean and excellent condition.

Business Response: AFW received this complaint from the BBB 6-30-16, looking at our records we replaced the mattress with a new mattress determined to be the same or greater valued mattress on 5-6-2016. At this time we assume this has been resolved with the customer. Thank you, *** ***** AFW

Consumer Response:
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,

****** ****

 

6/16/2016 Problems with Product/Service
6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased around $6,000 worth of merchandise. We returned a table and chairs, at the same time. There were 2 cards on file. A MasterCard that is my Aunt's and our Visa debit card. My aunt purchased a 600.00 bed set and the additional furniture including the chairs were purchased by us!!! The salesman DIDN'T RING UP THE PURCHASES SEPARATELY and promised us that ALL RETURNS would go back to OUR VISA DEBIT CARD. Fast forward to today and I realize we were never refunded the 414.00 for the chairs. I call customer service to find out where my money is!!!!! The person who was "helping me" was awful. Kept me on hold for over 30 minutes, without checking in and very condescendingly said they couldn't do anything. I freaked and told him this was their issue and to fix it. Meanwhile, my husband is on the line with a manager who was rude and no help at all. They actually tried to blame us!!!!! Can you believe the nerve???? No apology, no resolution. Basically told us, oh well! This company is awful. Horrible customer service. Horrible. We spend 6 grand and this is how we're treated?!?! I want my money. My aunt is in another part of the country and we never speak. I am going to tell everyone who will listen on Facebook, Twitter, instagram and my blog how awful this company is. I. Want. My. Money.

Desired Settlement: I want my 414.00 refunded. I don't care how they do it. They ******* up!!!!!!! Their salesman ******* up!!!!!!!! Make this right.

Business Response: We are working on this and have informed the customer. We hope to have this resolved very soon with our apologies that the wrong credit card was refunded. Thank you.

Consumer Response:

This all could have been avoided if they had helped us when we called originally. They refused to help us. The customer service people were completely un helpful and rude. We wasted two hours arguing with them. Its crazy to me that in order to get any help we had to file a BBB claim. Thats unacceptable. Needless to say we will not be shopping there in the future.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11470809, and find that this resolution is satisfactory to me.

Sincerely,

******** ****

 

5/31/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April 2015 I purchased bedroom furniture from American Warehouse. The sales consultant was very adamant about me doing a credit card with 0 percent for a year. Although, I had the cash to pay for it he was very persistent in me doing this transaction on credit. The salesperson did not give any information at all such as paperwork nor verbal information regarding the credit card he just wanted me to sign up and get out. About a month later American Furniture appeared on my ***** ***** account where I can pay directly through my account. I paid my first payment which was due May 16 and every month after. In May 2016 I knew it was at the year mark to pay off that credit card with no interest so I went into ***** ***** Bank to pay it off. The Branch Manager at ***** ***** stated that they have nothing to do with American Furniture. That American Furniture is a third party source. But, to me it completely looks like ***** ***** is in directly with my payment when being deducted. The Branch Manager stated there was nothing she could do. She made three attempts to call and talk to the Manager and asked why they would add the entire interest from May 20105 to May 2016. They rudely said we will do nothing. American Furniture charged me the entire year of interest at 27.99% which came to 661.61. I offered to pay the entire transaction off which was 1524.00 in addition to a months interest and they laughed hung up on me after saying they would not accept anything less than the balance plus all interest. The banker at ***** ***** looked at the entire history from my first payment until my last payment and agreed that the year should have went from May 16 2015 till May 16 2016. So basically they gave me 11 months with no interest and charged me the entire year interest on the twelfth month. That is wrong and BAD BUSINESS. The sales person gave me NOTHING in writing. He DID NOT inform me of any such rules or any sort of penalties that could or would occur of any sort. The customer service so called managers are 100% unwilling to discuss anything with you at all nor any comprising on the customers behalf, they are cruel and rude. I believe they lay resting for busy individuals to have this happen so the can absolutely rip them off and it is not right.

Desired Settlement: I would like to receive my 661.61 of interest back.

Business Response:

We don’t push financing because we have nothing to gain by it (we do not get any kick backs), in fact the only reason we have financing is because customers request it;  we chose to have it available for customers that would like to finance their purchases with us as a service to our customers. The financing we have available for customers requesting it is through ***** ***** (###-###-####). As I understand it there are different “divisions” within the ***** ***** structure, as in they have business and personal banking that is separate as well as having another department for home loans for example. I can’t say what was said by a ***** ***** branch manager as I read the customers complaint however at that level you would think that this manager would have more information about the company he works for. If this customer was charged interest in regards to the loan provided to him through ***** *****…that would be through ***** *****; not American Furniture. The “no interest” loans terms (depending on the length of the terms, 3 month, 6 month or 12 month as examples) are that there is no interest as long as the loan is paid off before the end of term or the interest is retroactive back to the day of purchase. If the AFW customer feels that ***** ***** to whom provided the financing has made a mistake we suggest they call ***** ***** as they are the provider of the loan. Hopefully this can be resolved…AFW is the actual 3 party (in regards to the customer and the bank’s relationship) and we are not able to represent the customer in whatever dispute they may have with the bank. ***** ***** does not share the customer’s confidential information with us.


5/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Foot rest of $800 recliner which I sleep in and is my primary chair/bed in my apartment. Foot rest sags and does not fully extend. Called and talked to the customer service rep who said would schedule a technician to come out and review as recliner was under warranty. Called me today to schedule the visit by technician tomorrow, was told ***** would be out in AM. I advised I am at nursing home with my wife who is under Hospice care, from 7:30 AM to 1:30 PM EVERY day o;f the week, so could not meet with technician until 2:00 PM or later. C/S rep said could not schedule that tight (2:00 PM to 5:00 PM or later). C/S rep was courteous but I need my recliner fixed and am sorry I cannot meet American Furniture's technicians stringent schedule.

Desired Settlement: Repair recliner that is under warranty in late afternoon.

Business Response: We have a tech scheduled for tomorrow 5-18-16 to go out after 2:00 as the customer requested. This is for a evaluation to see what is needed. This chair is out of the one year warranty however we were trying our best to accommodate the customer.

4/22/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress set from this company in july/august, the bed was defective.. both the box spring broke and the mattress bowed.. I called the company to come out and look at the set. They didn't have an appointment available for a couple weeks, so after waiting for some time they had someone come out to inspect the bed for warranty purposes.. their employee took measurements/photos of the bed. an determined it was indeed a product defect. I waited nearly 3 weeks to hear back from the company, and my wife had to make several phone calls, we were finally contacted back and informed that they were warrantying the bed and asked us to come into the store to pick out a new bed set (I have the saved voicemail) the next day my wife and I went in and after much hassle picked out a new bed set upon delivery/pick up of old set instead of the delivery drivers unloading our new set they demanded to see the defective set and then informed us that due to 3 small stains on the bed they refused to take the bed or give us the new one( although this wasn't an issue upon inspection of the defect and they left the defective bed with us for 5+ weeks) they left myself, wife, and 5 month old daughter without a bed to sleep on. Customer service refused to accommodate, or be helpful in anyway. I have never felt so disrespected by a company before.

Desired Settlement: I would expect that the outcome of this situation would be a refund of the defective product they sold me and deemed defective themselves.

Business Response: The customer is correct in saying that we cancelled the pick up of the used mattress when the drivers got there due to staining. Mattress Warranties are void due to staining because staining can cause the foams that are used to fail but there is another reason; as in this case. The staining was very minimal however in today's world...mattress staining and the hazards that can go with it becomes a handling and health issue. And with the heath issues are concerns to those that are touching and carrying the merchandise. We also have concerns and responsibilities to consider when putting a stained mattress on a truck to whereas the stained mattress can be considered to have mingle with other furniture...again, another health issue and one we take seriously.    When the service tech went out to evaluate the mattress and box spring he reported the set to be clean and free from staining...the drivers found staining at the time of pickup and at that time the agreement was null and void. Again...mattress staining is a serious issue and customers must keep their mattress free from staining to keep their warranty coverage. Because we don't know how deep a stain goes (saturation level) or what the stain is made of, all staining voids mattress warranties. We apologize however we are obligated to the safety of our employees as well as our customers. Thank you.

Business Response: With hopes of resolving this with the customer we contacted the customer AFTER submitting the BBB reply and agreed to pick up the mattress for a refund even though we were not obligated to do so as outlined in our original response.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11194877, and find that this resolution is satisfactory to me.

Sincerely,

**** ****** *

4/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a new bed and had it delivered on a Monday from your store in Glendale AZ. We were told delivery on the weekday is $59.00 We were charged $69.00 for delivery. Upon receiving the bed we told the delivery man of the billing error. The delivery man said he was going to call and get our $10.00 refund After a week we never receive a refund. Then we called customer service and they said we will be issued. Then we called again and they said Monday is a weekend. After we called customer service and left a message and they never receive our phone call. They ere unprofessional and gave us the run around.

Desired Settlement: We would like to receive a $10.00 refund. They were unprofessional and gave us the run around.

Business Response: Our weekend delivery rates are for Saturday, Sunday and Monday. The delivery was made on a Monday and the correct delivery fee was charged. The reason we have "Weekend" rates is because Saturday, Sunday and Monday are very busy for delivery's - the rate difference is to encourage customers to take delivery on other days...that being said we will refund the $10 as requested and we apologize if we failed to do so if we already said we would. Thank You.

4/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We had bought a mattress from American Furniture Warehouse on 12/15/15 for $1,170.00. It was a Mylee Firm King Mattress. It is now 2 months later and the mattress has lost some stitching to hold down the fabric, which is making the top of the mattress to billow and form lumps of stuffing in the mattress. This makes it hard to sleep on with a bunch of fabric in you side and back. Mr. ****** has a severe back problem ( which is why we bought the firm mattress) and this is not good for him to sleep on. They do have a 90 day return policy, but they said stains disqualifies the warranty. We did not see a stain on the mattress, but they claimed they did. We had them point out thus stain and still could not see thus stain. We had a mattress pad on top of the mattress and THAT doesn't even have a stain on it. They said there were two stains but couldn't find one of them to show us. They took pictures but didn't show us the pictures on the camera that was on the delivery person's cell phone. They seemed to be more concerned about stains than the stitching and the lumps and some breaks in the seams. How are we to know if the delivery person or persons hadn't accidentally touched the mattress with dirty hands or if this "stain" wasn't already there when it was delivered. Like I said, we use a mattress pad and there is NO stain on it. All we're asking is for a new mattress to replace the damaged one. We had purchased over $8,000.00 worth of living room and bedroom merchandise from American and this is the thanks that we get. I'm wondering, what do they do with the mattresses that are returned to them. I'm hoping we didn't get one that was a return. If I could I would send you pictures of this mattress. So needless to say, they would not take this mattress and give us the new one they had on the truck. Thank you, Mr. & Mrs. ******

Desired Settlement: A new mattress to replace the one that has manufactured flaws.

Business Response: AFW gave the customer a full refund 2-27-16

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11149041, and find that this resolution is satisfactory to me.

Sincerely,

******* ****** *

3/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We ordered a chair from this company within the last 6 months, it is still under warranty, and American Furniture Warehouse will not repair or replace it. They are accepting responsibility by offering 30 percent refund, we would rather have the chair fixed. We have spent close to $10,000 with this company in the past two years and to have them claim that the chair wasn't broken under normal wear and tear is not true. A technician came to our house after cancelling the first time. Please help. We would accept a store credit or repair of the chair. Not a thirty percent refund.

Desired Settlement: Repair or replace the chair. Or a full refund.

Business Response: Looking at our records we gave the customer a full refund on the chair 1-31-16. Thank you, *** ***** AFW

3/1/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a mattress 12. 16.14, it has a warranty against defects. It states 15% of the cost per year will be deducted if we return it. Out mattress sunk, we have pictures. We went to return it after speaking to a customer service representative. We brought it in and they are refusing to give us a refund because the mattress has a stain. Nowhere in our signed warranty does it say that a stain voids a warranty. I advised the customer service associate that we would go clean the coffee stain and come back and they said no. They said they documented it and they will not return it. The stain has nothing to do with the functionality of the bed what so ever. When I told her that, she didn't care. I think they are reselling used mattresses. Why else would a coffee stain void a warranty.

Desired Settlement: A refund in the amount of 1480.

2/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was told delivery would be a specific day in a 3 hour window it was delivered 2 and a half days later. Me and my husband purchased furniture for our place in san diego. We were told it would be delivered December 5th and would be given a delivery window later. on December 3rd they called both me and my husband and told us it would be delivered between 745 and 1015 am on Friday December 4th. Seeing as my husband is in the middle of leave after a 6 month deployment we were visiting family in Arizona so we got in the car and drove through the night to be there in the morning to meet them. when they didn't show up by 11 I called and asked the company what was going on and they told us the truck was still in the warehouse that we wouldn't get a delivery until Saturday between 845 and 1115 so we got a hotel for the night seeing as we had no furniture. within 20 minutes of us checking into our hotel the driver called and told us they were an hour and a half out the line at some point got disconnected so I called customer service and she said she would have the driver contact us as well as receive a refund of the cost of the hotel room, this was around 230. at 530 we still had not received a call so I called customer service again this time a guy told me that he contacted the drivers that they were in a hotel for the night and that we were the first delivery Saturday morning so we stayed in the hotel for the night. Saturday morning the customer service guy calls to see if the drivers had called us I said no so he said he would call me back. 45 minutes later he calls to say the drivers have moved on to their next delivery and would not be able to deliver us until the following night. he said both the drivers and delivery manager would call us sunday morning when they can give us a delivery window as he wasn't able to do so right then and there. We spent a second night in a hotel and come sunday morning no one had been in contact with us so my husband called to see what was going on and spoke to a gentleman who said he was the manager named david, that he would figure out whats going on and call back after an hour of no calls we call back and are told no one by that name works in management but that we would be delivered to between 5 and 8 that night. after all the calls and lack of call backs and run arounds we finally got our furniture delivered around 730 sunday night. Customer Service never called back no one even called to see if we finally got situated and the refund for the first night was never refunded to us let alone anything for the second night even offered.

Desired Settlement: Seeking a refund of what they originally offered us as well as our delivery fee as well as an apology for the run around as well as making us rush to meet our furniture and wasting my husbands leave time that could have been better spent with family.

Business Response: We spoke to the customer several times during the course of delivery and attempted to explain how our "out of state deliveries" work...and that delivery times are approximate. Clearly our service wasn't appropriate for what the customer wanted and we apologized as we do now that we weren't able to communicate properly to the customer what to expect so that the customer could decide if they wanted to buy from us or not at the time of purchase. With that we promised a $80.00 refund when speaking to the customer to which we made good on the offer and the $80.00 refund was processed (during the time of the delivery). Thank you, *** ***** AFW

Consumer Response:  
Complaint: 11031865

I am rejecting this response because: while the business did reimburse us for the first nights stay in the hotel because of their communication issues that they've already admitted to we had to get a second night in a hotel we wish to seek full reimbursement of our delivery fee. The company only reimbursed us the original amount after we filed a complaint with the bbb. 

Sincerely,

***** ********

Business Response: Our  "Over the Road Delivery agreement" was explained at the time of purchase...if the customer didn't understand how the delivery works, we apologize and take responsibility for it. The customer wanting the delivery at more of a specific time lead to more problems later when the customer waited for a delivery that didn't make it as we were hoping...in reference to what day and what time of day (the delivery was made). We gave this customer $80 credit (as you know), and because the customer had to wait another day we will be happy to give them $80 more for a total of $160.00. This is not a refund of the delivery charge in full however it is a refund that we hope the customer feels is fair. Thank you.

2/11/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Delivery of wrong items compounded by limited availability of replacement led me to settle for sofas that are terrible quality. I do not live in CO and made a trip down to look at furniture. After many hours I left with information on my top two choices. When I decided I called and placed my order and a delivery date was scheduled. On the delivery day only one of the sofas was delivered and it was the wrong color. After contact AFW I was told that it would be over 2 months for the correct pieces to arrive. This was unacceptable so I tried to order my 2nd choice sofas and was again told that one of th pieces was back ordered for more than a month. At this point I was very frustrated but needing furniture decided to look for another option online. The sales reps I spoke with were very pushy and not wanting to lose a sale started suggesting options. The sofas I ended up getting were recommended by the rep who told me many times over how wonderful they were. I was so frustrated I just wanted my furniture as my wife was having a baby the next week. We received the furniture and have had nothing but problems with it. I have been in contact with AFW about the numerous issues and have even sent one piece in for repair but this is unacceptable. The couches are only 7 months old and not what I had wanted in the first place. Had I been properly informed about my original purchase I would have taken my business elsewhere but in an effort to work with AFW I allow d them to pressure me into taking something else which it turns out is terrible quality. I do not even want these sofas any longer as I know th problems have only just begun and my warranty will be over in a few months.

Desired Settlement: I would like a refund of the purchase. I understand that I have had these for the past few months and am willing to take a 10% restocking fee and will even accept store credit. I was pressured into choosing these sofas and gave in due to my family situation. I cannot justify keeping them at a total loss because it was errors on the part of AFW that forced me into the position I am currently in.

Business Response: I am a little confused to how we "pressured" (we are proud of our no pressure sales policy) a customer to buy from our website online. When a customer calls in to a salesperson asking for assistance to buy online; trying to assist the customer that is wanting something right away (in stock) therefore asking for the salespersons professional help on what might be suitable for the customer is not high pressure; it is trying to help a customer requesting help.  We offered to bring the merchandise into our shop after the customer used the merchandise for 8 months  (if our customer's address info is up to date that would be over 200 miles away) to go over it at no charge to the customer and to deliver the merchandise back to the customer which we did 1-11-16. There was mention of the customer wanting or needing to move to Montana but the comments also mentioned that the customer promised us the move is not why he wanted to return the furniture.

Business Response:

We disagree that we pressured the customer in anyway whatsoever to make this purchase. 8 months after the purchase the customer called us to complain about the cushions and said the arms were loose..we agreed to pick up the merchandise that is out of our service area and to bring the merchandise in to make requested repairs even though the customer did NOT send us pictures of the merchandise as requested. We brought the merchandise in as made the need repairs and adjustments and delivered back out to the customer via our AFW truck - a two day route; free of charge. We did so at the customers request and did so as soon as we could as the customer asked us to hurry because they were moving. We feel that this customer now asking for compensation is unreasonable.

Consumer Response:

 
Complaint: 11032787

I am rejecting this response because: AFW obviously does not understand this complaint and is having someone who knows nothing about customer service let alone my situation do the responses to this case. I'd like to reiterate that we never once told them that we were moving as we have no plans of doing so. I was only going to be out of town for work and was trying to schedule the delivery when I would be home. As far as pictures of the damaged merchandise AFW is completely wrong in saying I did not send pictures because I in fact sent over 5 pictures to the rep I worked with on the warranty repair. As for acting like they went above and beyond by completing a half ass repair on the one sofa, this was a warranty repair and was fully within my one year warranty so there shouldn't be a charge for any of it. I maintain my stance that I was pressured into picking these particular sofas. I have no problems with the dining room set or credenza that I ordered from AFW at the same time but these were the items I had chosen originally. I did the same with sofas but due to poor customer service I was forced to choose something else. When I attempted to just get a refund and shop somewhere locally the sales rep panicked and did not want to lose the sale so she pressured me into choosing these sofas. The fact that AFW is trying to cover this up is typical but should not be acceptable. I continue to ask that AFW give me a credit for a future purchase at the very least to make up for all of the trouble from delivering the wrong item to not telling me the other was back ordered this has been a terrible experience and I would think it would be worth it for AFW to give me a credit and guarantee another purchase instead of losing not just one customer but any potential referrals as well.


Sincerely,

******* ****

1/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: American Furniture Warehouse customer service manager ***** ******* promised me in writing (email, which I have) a refund of $179.10 which I paid to have a shoddy sofa replaced. American Furniture Warehouse replaced my sofa with a USED or broken sofa two separate times. After bringing this ongoing issue to customer service yet again, ***** ******* responded via email and phone call, apologizing for the situation, and promised to send me an actual brand new replacement sofa (which did occur) and a refund of the $179.10 I paid to have the sofa replaced. The original email from Ms. ******* with the promise of the refund was from 12/08/15. Ms. ******* now refuses to acknowledge my emails inquiring about the status of my refund. No refund to date has been given to me.

Desired Settlement: Refund my $179.10 as promised by American Furniture Warehouse customer service manager ***** ******* in her email to me dated 12/08/15.

Business Response: We apologize that we didn't see a email coming in (we did a search as well with no results) however we did see ******* complaint on Yelp earlier today and immediately called ***** and left a message that we apologize for the error and with that we refunded her $179.10 on credit memo 329767747 to her credit card (today). Our mistake, we are sorry she had to bring this to our attention.  

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11095959, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The delivery guys came to my house to bring a sofa, and scratched my front door and my stair handrail The delivery guys from American Furniture Warehouse arrived to my house to swap a "used" sofa they sold me and I was not informed at the time of the purchase. They came in and took the old sofa out. We instructed to use the garage door because the front door wouldn't fit. The guy did not listen and was rude about it and still used the front door. The sofa got stuck and was scratching my door(this is a new door, we replaced it about 2 months ago), I told them to used the other door and they still said no, they bring the sofa the same way and made more dents to my door and now scratched my handrail stairs. Contact American Furniture Warehouse and they said that will take 14 days to resolve my case. Customer service are rude on the phone and their delivery personnel are very rude. The delivery guys did not apologized for their actions and left without saying sorry.

Desired Settlement: I would like to receive an apologize letter from the owner of American Furniture Warehouse and disciplinary action to the delivery employees. And I would like them to replaced and install my front door as this only a 2 month old door.

Business Response: We will contact the customer to get more information so we can pull up her account so that we can address this complaint. Looking under this name or phone number we are unable to find her in our records. I will check with our "Home Damage Claims" department as well.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
American Furniture Warehouse has replaced my sofa with a new one, but they still haven't resolve the damages they done to my door and my handrail stairs. A handyman has contacted me on Monday 12/07/15 and set up a visit to my house for Saturday 12/12/15 to see if he can fix the damages, but he already said over the phone that he thinks the door cannot be fix and will need to be replace. This case is not resolved yet, will wait for the "handyman" to come by and see what he says about fixing or replacing the door.

Business Response:
We are currently working with the customer with hopes of resolving this with her. *** *****

12/31/2015 Guarantee/Warranty Issues
12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a bed from AFW. Not what was advertised.....nor was it what was sold to me....predatory sales tactics..... I bought a bed from AFW. I was told by the salesman that it was the same bed he owned.I had my wife and two small children with me. I bought it and took it home. When I assembled it there was a huge (12in) gap between my mattress and my foot board. Called the store thinking there was an error. They told me that there must be an error and I should bring it back. I did. After getting back the store was told that it was the way the bed was sold and that I could return it if I wanted but it was the correct bed. It was late at night and I was told that I would have to come back the following day if I wanted a new bed but they would take the returned one. I needed to sleep on something so I said I would take the same bed and return another day. (this is after I assembled and dissembled the bed). The customer service department and the store were not on the same page as one told me it shouldn't have the gap and the other said "it is what it is". I took the bed home and the next day my 2 year old daughter fell into the gap (the very fear I expressed to them when attempting to return it but they couldn't because they were closing). I called customer service and reported all the information to a supervisor asking for them to resolve my issue. I was told that it was a manufactures issue and that they would not help me beyond returning the bed and giving me an exchange....I asked about my previous interactions and inquired about AFW taking any responsibility for the product they sell and was rebuffed. I was also told that the bed I bought was "for a single person" and the sales person should have mentioned that. Ultimately, I exchanged a different bed as I needed to sleep on something, and had to do all the leg work....I wasn't even offered free delivery and pick up. I was so disappointed with the level of customer service that I received I spoke to the manager the night of I picked up the new bed. He told me that he (the manager) couldn't over ride customer service and I should fill out a comment card. I was assured that **** **** himself reads all of the comment cards. I refused and expressed my discontent. I called back to customer service and registered my complaint in the following days. I was told that my issue would be going to Risk Management and someone would contact me regarding my daughter's accident with the bed. This was a month ago....I called back and was given the direct number to the RM staff that was "assigned" my case. I left a voice mail with her. Over a week later on 12/8/15 I was not called and decided to contact the company again. I was met with disregard and a attitude of uncaring. I remind the reviewer of this that my 2 year old daughter was injured in this incident.(bruising to her arm resulting in an ER visit as I thought she had broken it) I was told that they would forward a call to "the person in charge". I asked for a number to that person and they said they couldn't give me that.....even though the person I talked to previously in the month gave me the direct number to the Risk Management person that was "assigned" my case.....Overall, very poor customer service and extremely disappointing as I have been an AFW customer for over 10 years. Not sure I could stomach walking into the store again or not actively discourage fellow human beings from buying products form this store....I am so disappointed.

Desired Settlement: Would like a review of current sales practices at the Peoria Store including training to staff to not misrepresent the products if they are, in fact, meant for "single" customers without children. Not sure that is a thing......I would also ask for a $500.00 dollar gift card to AFW or a competitors store to compensate for the ER bill that I have to pay due to the negligent behavior of the store and the sales person....Or at the very least an apology as I really don't think the company will take any direct responsibility for the issue....

Business Response: Initial Business Response /* (1000, 6, 2015/12/16) */ I was able to speak to ******* and I feel at this time ******* is OK at some level with what was said on behalf of AFW and myself (our apology included). I would personally like to thank ******* for letting us know of his concerns, in addition to working with us as he has. Thank you *******! Initial Consumer Rebuttal /* (2000, 8, 2015/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did apologize and let me know that would review the item that my issue was in regards to. While I do accept the response the entire experience did leave a sour taste for me. I never thought it would have to come to this level. They offered me $100.00 in store credit which I accepted. I will use it the credit but not sure if I will ever venture into the store again to spend my own hard earned money.

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lied about warranty I bought a bed from them and they said that I had a warrant and I tried to use it and they told me it was void because because I have a stain on the bed they Sud liquid has been put on the bed and it hasn't they just don't want to fix the bed

Desired Settlement: I want the bed fixed or replaced

Business Response: Initial Business Response /* (1000, 6, 2015/12/01) */ The pictures we have of the mattress shows staining which voids the warranty. Thank you. Initial Consumer Rebuttal /* (3000, 8, 2015/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) maybe they should explain the warranty better and there was never any liquid on the bed and ask them where they would like to drop it off would they like it at the front door so people have to walk around it and see the kind of crap they self because there is no such thing as a warranty with them Final Business Response /* (4000, 10, 2015/12/09) */ Mattress company's have warranties that they provide for their product that state staining will void their warranty. This information can be easily obtained by the consumer online if the consumer is for whatever reason unsure of what their warranty is. Staining can cause foam deterioration as well as being a health hazard when handling.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am extremely unsatisfied with the customer service I recieved in the store, during delivery, and after delivery. I went into AFW on October 25, 2015 in the evening. Around 8pm. I was wearing yoga pants and a baggy shirt with my hair in a messy bun. I walked into the store and went up to look at bedroom furniture. I was there to buty a new bedroom set for myself and my two kids. I walked around the showroom floor for about an hour picking out my bedroom stuff and was not offered help not even one time. I was irritated because I knew I was in there to spend a great deal of money. I didn't look prestine so perhaps that is why nobody took me seriously or offered to help. After I found what I wanted for my bedroom set, I walked downstairs and started looking throught the kids bedroom sets. I walked around for a while and picked out everything I wanted and had to take pictures of the mercahndise info for checkout because again, nobody offered to assit me. Then I walked over to the mattresses becauise we all 3 needed a new mattress. I was FINALLY offered help by a gentleman who turned out to be nice and pleasant and to ne honest, had it not been for him, I probably would have stormed out of there because I was so upset that in nearly 90 minutes, nobody had offered to even help me. we picked out the mattresses and he rang me up. He was very helpful and pleasant. His name was **** if I remember correctly. He set up my delivery and I left. Monday, the delivery men showed up and I was again just disgusted by how they treated a paying customer! The entire time, the main guy (seemed to be the boss of the other two) was insinuating that we should tip him. He at one point even said he wouldnt be able to help with a part of the furniture if he wasn't getting tipped! Are tips required?? I was completely taken aback, especially after just spending over six thousand dollars! He was just rude the entire time and acted as though it was a hassle for him to be in my home setting this stuff up for me. I am very disappointed! I called AFW several times in the last week to complain and I keep getting the run around. On two separate ocassions, I had a managaer tell me "well what do you want me to do about it? you have your furniture right? And theres no defects right?" WHAT?!?! That is NOT customer service! I was told on another call "well why don't you just return it all back to us and just pay the 15% stocking fee?" I ahve spent a lot of money at AFW over the years, but never have I ever bneen treated so poorly! I didn't walk in there asking for anything for free. I paid full price for everything and had a horrible experience from start to finish! When trying to call the store directly to rectify the situation, i'm treated even worse so I ahve no choice but to file a complaint. I can either be taken care of here, or never return as a customer and I will make sure my sister (who wants to buy the same Diva Set I did) will buy elsewhere.

Desired Settlement: At this point, I would be happy to see that they do care about the customer service and refund me for the treatment I was given. The manager on the phone took the cake and pushed me over the edge. A refund would satisfy me and I would shop there in the future since I had previous good experiences there.

Business Response: Initial Business Response /* (1000, 6, 2015/11/07) */ We would first like to apologize to the customer if she had to wait to receive help from a salesperson...we have a low pressure sales policy however we do not want our valued customers as this to feel ignored in any way. We apologize for the customer having to wait for help and we will forward this complaint to the sales management team to address this concern with their sales team. Looking through our documentation, the customer wasn't home (she was at work) for delivery...it was her mother there at the time of delivery? As we understand it the person that was at the home to receive the delivery was unsure of which bedroom set went where and the rooms were not ready for delivery (the rooms were not clear or empty). Please keep in mind that our delivery teams are not "movers"...I have attached our delivery agreement that our salespeople go over with every customer requesting our delivery service. It asks the customer to check off that they have read; "I understand that the rooms must be ready for delivery and that there would be an additional charge to move existing furniture". Per our information the rooms weren't ready and when our drivers were asked to set up a bedroom set in one room...the person taking the delivery found out that she was mistaken and the furniture needed to be taken apart and moved to another room and assembled again which the drivers did - when the drivers were asked to move existing furniture they informed this person that there is an extra charge; we apologize if that sounded wrong or rude. We are unclear of what refund the customer has requested or why exactly, as our information differs; we will contact the customer in hopes of a better understanding of her concerns and what amount she is asking for in the way of a refund. Initial Consumer Rebuttal /* (3000, 8, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information is absolutely incorrect! i am getting extrememly frustrated now and beggining to think AFW will say anything to be "right." My mother was home for the delivery. I was on the phone with her when the delivery men arrived. The things delievered to me were a king sized bedroom set, and a full bed in my daughters room and a dresser and night stand in my sons room. My KING sized bed would have NOT fit in my daughters room and there was already a bed in my sons room so there is no way there was furniture "assembled" in the wrong room that then had to be taken apart and built again. I confirmed this with my mother as well. My frustration doesnt come from the fact that we needed to pay extra to have furniture moved, it comes from HOW it was told to us. I was ON THE PHONE when my mom asked them to help move a king sized mattress to the garage and the man was so rude that i was shocked! My mom ended up doing it on her own because the man was so rude and we were disgusted at how he talked to us. And yes I say us, because i was on the phone and he knew it and could hear everything that was said. Then I called to complain and was again treated terribly. I had a woman call me to ask what phone number I called from because they couldnt find my calls?? I gave her the information I had and am hoping AFW will do the research needed and make this right for me. Again, I do want to be compensated in some way in the form of a refund for how poorly I was treated from start to finish, and NOW the delivery drivers are LYING to save themselves!! This is absolutely ridiculous. I have never in my life been treated so poorly after spending the amount of money I did. Also, I have spent several other thousands at this very store over the last couple years. And i dont pay with credit, I pay out of my bank account! Please make this right. I am an honest and reasonable person and I dont even want anyone to lose their job. Mistakes happen, but these employees need to be reprimanded because i was treated very poorly. Everyone dropped the ball on this whole transaction and all I asked is that AFW make it right. Final Consumer Response /* (4200, 12, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did speak with a woman over the phone and told her as well as the BBB that I would feel a refund would show that I am valued and that they are sorry for the way I was treated. I specifically mentioned that I would be happy to have AFW offer me an amount in what THEY think is fair based on how I was treated. Since that amount seems "unclear" then I would be satisfied with a refund for MY bedroom set that was purchased which was the Diva set bed, chest of drawers, and vanity, along with the king sized mattress. Final Business Response /* (4000, 14, 2015/12/05) */ We called ***** who explained to us that she is unable to provide a phone number she used to call customer service due to the way the phones at her place of business is set up so we were unable to find any recorded conversations with our Customer service. With that, we apologized for the way she felt her experience was handled from the beginning to the end and assured her that her concerns with the delivery team had been addressed with the delivery manager. We too apologized for the way she felt she was treated by customer service and it was too bad we were unable to follow up due to her not knowing the phone number she called us from. We offered to refund 1/2 of the delivery fee as a way of offering our apologies and showing her that we care about her as a valued customer. The customer took the offer as an insult because she has spent thousands of dollars with AFW over the years and this experience was so poor. ***** wants to wait for a BBB response to her rebuttal. 1/2 of the delivery fee is about $143.00.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rude customer service regarding misrepresentation of a product we asked for. AVOID this company! We are somewhat new to Denver and moved into a new place and needed to add furniture to an extra bedroom. We visited the store twice looking at mattresses and picked out the one we liked ourselves due to no one asking if they could help us either time. I done my research on the mattress but sadly not AFW! That was a huge mistake! I called the ********** store and a salesman by the name of ***** answered and right from the begging he was very the "pushy car salesman" type. I backed off on ordering it because of that. He said when can I call you back to place the order and it was very clear I must have it no later than Saturday. He said he would be out for a couple of days and he would call me back on Wednesday. He did not so I called him on Thursday and told him I was ready to move forward. I gave him the item number for the mattress we wanted as I had taken a photo of it with my phone. He said no problem we have plenty of them in stock. I paid for it with my credit card over the phone and told him I needed it by Friday and he said "good luck with that" and that it would be Saturday. I had to call customer service to get it by Friday. Five minutes after I hung up he called me back to say they were out of the one I wanted but he had already ran my card. He said we have another on in stock that is just like it even better. So I agreed. when they delivered it it was nothing even close and I called him and he you have 90 days to try it out and we did for 2 nights and hated it! I called back to have them pick it up and credit my card and a manager said we have one I know you will love and he up sold me to the tune of $500 more! I again paid them and when the delivery driver by the name of ***** ******* arrived it was clear he was on a bad mood. I was told by management the box springs were different and they would be changing them out. I signed for new ones but he wanted to argue with me saying they were the same and they were not going to. I told him yes they were because I was the one paying for it! he got an attitude and slammed my front door causing the ceramic pumpkin we had hanging on to brake and left saying noting, not even thank you! I called their so called corporate office and filed a claim. It took them over 3 weeks to get back with me and then they did I was told they were not going to do anything about the damage their driver caused. I called my credit card company and disputed the entire charge and was rudely told to go for it that they would win! I am putting the mattress and box springs in my garage and if they have not picked it up within a week I will place in the dumpster. I was told by a lot of people I would be sorry for doing business with AFW and boy were they ever right! I will also be filing a complaint with the Better Business Bureau. I tired numerous time to speak with the owner or at least someone next to him and was told none of them had a phone... I find that hard to believe that the owner or his assistant does not take calls unless they are just to much of a coward to do so and does not want to have to deal with the problems their staff is causing them...!

Desired Settlement: I have already disputed the entire charge but I want them to take care of the damages their delivery ***** caused!

Business Response: Initial Business Response /* (1000, 6, 2015/11/07) */ We read this complaint earlier on Yelp, however we were unable to reply due to Yelp does not give the bloggers/reviewer's information. We are glad that **** went to the BBB which asks for customer infromation so we could find out what the story was. We offered the customer a full refund for his purchase with the return of the merchandise as this customer has said that he disapproved of our company and of our people that have been with us a long time and to which have a great track record, however the customer disputed the charge with his credit card bank so we received a "charge-back" from the credit card bank before we could pick up the merchandise for a refund. The customer then told us that it was inconvenient for him to allow us to pick the merchandise up that is now "not paid for". The door to customer's apartment has a door re-tractor that is very stiff...it shuts the door at a preset rate, if the door slams the customer should contact the apartment management team to adjust it properly. ****, Our owner or his assistant are unable to talk to every customer that calls us requesting to talk to the owner, as they are running a 500 plus million a year in sales company and they don't have the time available to sit in our call center taking calls at this time. We will continue to try and contact this customer to try and make arrangements to pick up a mattress set that the customer did not pay for, and we will be happy to abide by the customer bringing their business to another store better suited for his needs. Thank You. Initial Consumer Rebuttal /* (3000, 9, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been contacted by anyone from AFW, no one! All they are trying to do is make it look like they done nothing wrong and if they deliver to apartments the drivers should be aware of how the doors close. HE was upset because he was trying to cut corners on something I paid for and he was just too lazy and didn't want to do his job! I also spoke with my leasing company and was told by the property manager that asked every staff member if they had talked to anyone from AFW and they all said no...! So this company is full of lies as I was told by the property manager they would not give that sort of information out. Furthermore, my bank has sent nothing to them about my disputing the charge yet, but they will be shortly! So their statement about receiving a "charge back" is yet another lie! My bank is waiting on me to provide all the necessary documents for the dispute and all these lies in their response will only strengthen my dispute. Yes, my bank has issued a provisional credit for the initial charge but not the full amount so AFW needs to get their lies straight before "trying" to make them selves look good and not like the crooks they really are. Just read the reviews online. Another lie is their saying they can reply to my Yelp comment, but they did! I received a response from Person names "*****" a Business Manager from AFW with an email of *****@afwoline.com asking me to contact her to discuss the issue at hand. I did , twice and I have proof, and as of today 11/11/15 I have yet to hear anything back from her or anyone. All AFW wants is to claim they have a fantastic business but in all reality they could care less about their customers or in my case ex-customer. If they want their mattress back they can contact via email ONLY *********@yahoo.com and I will work out a time they can pick it up as I have gladly taken my business elsewhere and will continue to spread the word as to what a worthless company they really are! Final Consumer Response /* (4200, 13, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) There again the lies continue. Now they are saying they never contacted my apartment leasing company, I have every conversation with AFW recorded and can prove that I was told they did in fact contact my leasing company. What about the damage the ceramic pumpkin that was hanging on the door that was broken by their employees careless slamming of the door because he was upset with my demands. They are going to pay for that!!! He had been in and out the door at least 3 times and all times he closed it gently. He did not slam it until he got upset with me. I tried numerous times to contact the person that responded to my Yelp complaint and each time the email came back as "undelivered". I have proof of all the returned emails. Seems as they are changing their story on how the supposedly handled the Yelp complaint as well... Again more lies! I have not received any emails about them wanting to pick up anything, more lies. I have already purchased things elsewhere and everything I purchased is in storage. When they decided to be an honest company and take care of the damage to the decorations on my door that was caused by negligence of their employee I will allow them to pick up everything and advise my bank to reverse the dispute and they will get their money back. If they choose not to meet my demands, when I need the space back after our Christmas decorations come down I will be placing all of it in the dumpster! I will NOT be intimidated buy these people who's record is very clear they are well known for screwing their customers... When they choose to do the right thing, so will I. It is their choice and if this is not handled I can assure them I will proceed with other actions. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 15, 2015/12/05) */ I will say that we also have all of the phone conversations recorded, in addition to emails sent to **** (emails due to the fact that **** has requested that we only communicate with him by email now) as if this should be anything stated as if pertinent on a BBB complaint, response or rebuttal; asking **** when we can pick up the merchandise for a refund without a response from **** at this time. I would like to suggest that **** re reads our replies before insulting us as (I have before) by saying we lie; it may help if **** understands what was said in our reply before saying it is untrue. **** is wrong is saying that AFW is "well known for screwing their customers". These type of untrue remarks representing facts are becoming very concerning.

12/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased new couch. Used couch was delivered. I purchased a new couch set from AFW. I did not realize part of the couch was used until 2 months after it was delivered. I was laying on the couch and slid my hand between the cushions and found pop corn and a couple of toys. Also, the couch cushions are broken down. I went to the store to compare the couches and mine is clearly breaking down and used. This is part of a sectional couch and is the biggest piece costing me $500 alone. AFW will not replace the couch because they said I did not call them when it was delivered or within a month of having it. I paid for a brand new couch and would like that couch. They said they will repair the cushions if I get it to the store. I am not happy with this response.

Desired Settlement: I would like the new couch I paid for instead of this clearly used one.

Business Response: Initial Business Response /* (1000, 9, 2015/11/27) */ We will contact the customer with hopes of resolving this...7-2-15 being the date the customer received the sofa and 10-26-15 being the day he called us it was closer to 4 months that the customer has used the sofa (the customer noted it was about 2 months). Due to having the sofa this long we were on the "cautious" side of replacing the sofa however we were happy to replace the cushions. Initial Consumer Rebuttal /* (2000, 12, 2015/12/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) AFW has replaced the couch with a new one, which is what I was asking for. All 3 employees of AFW who came out to look at/replace the couch all said it looked like I had been given a floor model and not a new couch. I appreciate the assistance from the BBB in contacting AFW to make things right.

11/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Loading staff loaded an item and damaged my vehicle after they were told the item would not fit and to stop. On October 21, 2015 we purchased an additional end table for our living room (Order # XXXXXXXXX). We received a text message saying it was ready for pickup and to our amazement it was in a huge box that we did not recognize. This is another issue we had and I feel like we were deceived. We had purchased the same end table a month before so we knew how it should have been packaged. They proceeded to take the stand out of the box and to our amazement again it was fully assembled. I asked the manager was this a new end table because it was assembled and had layers of dust on it? I explained to him that we did not pay for a floor model. I also told him the reason we did not purchase it with the other one was because they were out of stock and we were told by 3 different sales members they would not be back in stock until December 12th. While this conversation was happening 2 loading associates take the end table and are trying to put it in the back seat of my car. I just about yelled "hey guys I don't think that is going to fit. It may have to be disassembled". My wife told the manager if we had known it was not going to be new in the box we would have brought our van.They proceed to push the table in and I yelled "hey you are damaging my car!!". They scratched the paint off of the interior door of my car and scratched the interior door panel that we did not notice. But thanks to the pickup manager he did! He pointed out all of the damage and even took pictures with 2 different phones. He was very apologetic and brought us their claim form immediately. He told us he would send it in and we would be contacted by their claims department in colorado. A day or two later we were contacted by ******* who wanted more pictures. I am not sure why she wanted more pictures especially after we left the store but she did and now we know it was to stall time because they had no intention of doing anything for us. She called us back on October 30, 2015 and said that they acknowledged there was damage but there are signs on the wall of the loading dock that said damage may occur and for that reason they are not responsible. I find it amazing they would have us do all these things if from the beginning they felt they were not responsible because "damage can happen" as she put it. My wife has contacted ***** from the corporate office 3 times, left 2 messages and could not even get her to call us back to try to resolve the issue. My wife and I have just purchased a new home and spent thousands of dollars with this company and until October 30th had almost a thousand dollars in dining room chairs we were going to purchase as well. After being treated like this I feel like we have no other choice but to take our money and business else where.

Desired Settlement: I would like the damage to my vehicle paid for.

Business Response: Initial Business Response /* (1000, 6, 2015/11/07) */ The merchandise was brought to the customers car fully assembled and in the box, and the box was too big to fit in the car...the customer asked us to take it out of the box and load it into the backseat (too big for the trunk). The customer claimed that the dock employees scratched the paint and interior when placing the merchandise in the back seat, however when reviewing the video, we didn't see that the dock employees were being careless when doing as the customer requested. We will mention that we have signage at our load out dock (visible in the video as well) that states "AFW is not responsible for damages to merchandise or vehicle due to the loading or the unloading upon the customer's request". Merchandise being assembled and shipped assembled in the box does not indicate that the merchandise was from the show floor as the customer outlined. If it was shipped un-assembled in a box and then we assembled it, it would not fit back into the box it was shipped in. When explaining this to the customer the customer argued he had purchased this before and it was shipped un-assembled so this couldn't be true...we explained that "same merchandise" can be shipped in different ways which the customer didn't believe. It is true though in the furniture business...it is very common. The customer's claim was denied for the very minor scratches in a area of the vehicle prone to scratches from normal use, meaning we were unclear of what scratches we caused or what may have been there already. Also in the decision to deny the claim was because of our signage clearly saying we don't take responsibility as I have outlined previously plus the fact that our dock employees did not act irresponsibly when doing what was requested by the customer.

11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When bed was ordered,made SPECIFIC delivery plans to be delivered on specific date. Was told 2 days prior to delivery, was going to be 1 week late When I first ordered bed shopping, I bought on condition that bed would be delivered on a SPECIFIC day. Person who took order said that she could not guarantee the delivery date as she didnt know about delivery specifics, but if day wouldn't work out, I could immediately could 'refund' the order. SHE imputed the order into the system and entered an incorrect state/zip for delivery. I called delivery service to set date. (was Sunday, Sept 20). I called 3 different times to verify that correct address and delivery time was set. -All 3 times they confirmed correct delivery address and date. 2 days prior to delivery (as I was moving to CA), AFW called me and said they could not deliver on set date due to address mix up. They have correct city, but wrong state/zip. Said that was not my problem and I called 3 times to verify correct delivery address and date. They said nothing they could do. I was VERY upset as I had no bed to sleep on for the 1 week they said would be the delivery difference. I said not sleeping on a bed in a new location was unacceptable. TOLD them SPECIFICALLY that if issue or alternate arrangements were not met, I would file a complaint due to breach of contract....and that being generally grumpy from sleeping on a floor for a week. They said to go ahead and file. This was a simple breach of contract of delivery date.

Desired Settlement: Seeking refund of 119.95, which was cost of air-bed that i had to emergency order to sleep on something in new apartment in CA. It was either that, or get hotel room and seek to recover those charges.

Business Response: Initial Business Response /* (1000, 6, 2015/10/22) */ This order was generated by the customer online using our website. When we verified what the customer had entered as being the correct address, we were told it was the correct address or according to our records...the address on file was never corrected by the customer at the time we verified it. We then scheduled the delivery not knowing we had a wrong zip code and that we scheduled the delivery for a day we don't deliver to the "correct area/address" (we would be delivering out of Arizona to a California address but we had a Az zip code which tells us what day we deliver to the area). We offered the customer a refund on his delivery fee however he stated that he felt that wasn't enough so we suggested that we give him a full refund and cancel the order so he could buy a mattress locally with hopes of a quicker resolution...if the customer could buy a mattress locally he could get the needed mattress sooner. The customer stated that he wasn't sure if he wanted to cancel his order with us and would let us know. We assume the customer found the mattress locally as our notes say he canceled his order with us and we set him up for a full refund. Because he keyed in his address incorrectly and because we had no record of him calling in three times to "correct" his address information (until we received calls from him after the fact), we don't take full responsibility for the customer not getting his mattresses delivered as he had hoped for nor do we take the responsibility to pay him for a air bed purchased by him at this time. Thank you.

11/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Sleeper sofa broke after less than 30 days, will not refund or replace. We bought our sleeper sofa less than 30 days ago and the first and only time we pulled out the sleeper, the wood support completely broke off the base of the couch. I had an extremely difficult time getting a hold of customer service and when I finally did, they never responded. I then called again and the woman I spoke to said that she saw my pictures and said that because we had moved the couch to a different wall, we could be the reason it broke so easily (which says something about their product quality if thats all it takes) I was then told that the "professionals" would have to assess to determine if we were at fault or not and then after that it could be repaired. I don't want it repaired considering it broke with the first use of the sleeper.

Desired Settlement: I want the couch replaced with the non sleeper version or a full refund.

Business Response: Initial Business Response /* (1000, 7, 2015/10/28) */ We believe this was resolved with the customer on 10-27-15...the sofa was returned for a full refund. Initial Consumer Rebuttal /* (2000, 9, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was waiting to respond until the refund was applied to my card. I did not receive a full refund, we still lost $60 on the deal but that is better than $200. My family and I are still upset about the lack of customer service and will never shop at this store again.

10/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a foam mattress 5 years ago in September 2010. The mattress is covered under an 8 year warranty. AFW is not honoring the warranty. Sales Order # XXXXXXXXX, Date of Purchase: 9/4/10, Mattress Name and Model #:Healthcare Bamboo HCB14QNCT, Mattress Law Label Tag: CAXXXXXCN, Mattress Manufacturer: ******* Healthcare Foam Series CO., LTD We purchased our memory foam mattress and have maintained the quality of the bed by rotating the mattress every 6 months, by purchasing the matching box spring and frame, and not bending the mattress. In September 2015 the wheels broke on the frame and we had not flipped the mattress up in the 5 years we have had it because why would we? We were told it didn't need to be flipped, only rotated. When we flipped the mattress up so we could repair the broken wheels on the frame, what we saw was utterly disgusting. Black mold and mildew covered the bottom of our mattress. I contacted AFW Customer Service to get info on filing a claim towards the warranty. I was sent an outdated form to fill out, a document titled "Health Care Quality Memory Foam Products- 8 YEAR LIMITED WARRANTY," and was told to complete the form, send it in, and they would schedule a tech to come do an inspection. I immediately completed the required paperwork that evening and emailed it in to ***** ******** <*********@afwonline.com>, *******@afwonline.com, and to ***** ******* <********@afwonline.com> on October 1, 2015. I included pictures of the bottom of the mattress so they could see the obvious health hazard that it was. I received a response from ***** ******* that day asking for pictures of the top of the mattress. Explained that I was at work and would send in as soon as possible to expedite the refund or exchange. The same day i received a call from AFW attempting to schedule a tech visit to come inspect the mattress. I was told that a tech would be in our area between 730am-4pm on October 13-October 17. First of all, 730am-4pm is during normal working hours. Extend a courtesy to your consumer and know they do have a job and cannot miss work for you to inspect their mattress. Second of all that was 12 to 17 days more that my family and i would be put at risk of black mold exposure. I didnt schedule anything and told the rep who contacted me that i needed to contact my husband to figure something out. I also emailed ***** ******* asking if i sent a picture of the top of the mattress, would a tech still need to come inspect, or could she expedite the warranty claim. She said she would try to inspect the mattress from the photos i sent in. So again for the second time in 2 days (the night before we had to flip the mattress to get model #s, law label info, etc), we flipped the mattress took additional pictures with the mattress cover on, with it off, different angels. I ended up taking 30 pictures and spent about an hour trying to email them to ****** I kept receiving a spam firewall notification and was concerned my pictures had not gone through. I called to speak with ***** on 10/3/15 and was told she is off and would return Sunday so I asked to leave her a voicemail. Told her that i was having a hard time getting the pictures to go through and asked her to call me to confirm she received them. I never received a call but did get the following email from her "Dear *******, We have received your photos, along with the self-inspection report you submitted regarding your mattress. Upon review of the report, we would like to be able to offer you further assistance but are unable to due to the condition of the mattress.The photos you submitted show numerous stains covering your mattress, which voids your mattress warranty. The nature of the liquid or liquids that have caused such a stain or stains is sufficient to be absorbed and contained into the foam, causing it to develop mold over time. Therefore, this is not attributable to a defect in materials or manufacturing, but is reacting to the way it is being used. The consumer is responsible to protect their mattress from such stains with a mattress pad at all times to protect their warranty...."

Desired Settlement: I want the cost of the mattress ($699) refunded in full. I do not want store credit. The other $49 was for the bed frame and feel that is incidental. I do not want a replacement or exchange as i have gone to a reputable mattress dealer and purchased a high quality mattress. Furthermore, based on research i have done, who is to say the replacement wouldn't mold again. In addition, there was NEVER a disclaimer stating that the mattress needed to be covered to protect it in order to keep a valid warranty. This information was not provided to me until I received the 2 page document titled "Health Care Quality Memory Foam Products- 8 YEAR LIMITED WARRANTY" on 9/30/15. It is unethical to provide a warranty but nothing on its guidelines. Also, for the sheer fact of the health risk this put my family in due to black mold spores in our sleeping quarters and no sense of urgency on AFW's part to get us a replacement. I understand if in 2010, AFW had not heard of memory foam mattresses molding, but there are a ton of cases regarding this now and seems to be fairly common for this type of mattress. I would think today, AFW would make sure any one who purchases a memory foam mattress is aware of the risk they are taking and given adequate information on possible ways of preventing mold. I want the $699 refunded and no in store credit.

Business Response: Initial Business Response /* (1000, 7, 2015/10/14) */ Customers staining a mattress by means of liquid is not considered a manufacturing defect, and does not fall under any mattress warranty. Initial Consumer Rebuttal /* (3000, 9, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no reason why a mattress, something intended to be slept on (people sweat when they sleep) should mold! Do all brands, types, manufacturers, and dealers mattresses mold when sweat is applied? No they do not! Again, we were never told the mattress may mold if sweated in and that it should be protected at all times. There is a "mattress cover" on it already for God sake! At that we were never provided warranty paperwork and I challenge AFW to prove we were. I will push this issue until resolved to my satisfaction and if that requires involving media, I will absolutely do so. Final Business Response /* (4000, 11, 2015/10/20) */ A mattress stained by a customer due to liquids or body fluids is not a manufacturing defect and staining is not covered by any mattress manufacture's warranty (in fact customer abuse will void warranties). As far as warranties go, it is up to the customer to obtain the warranty that is readily available if the customer is in need of reviewing the warranty and does not have the warranty paperwork at the time that the customer wonders what the warranty coverage is...if the customer has the warranty, remembers the warranty or if the customer understands the warranty; this is not the responsibility of the retail store (Per Colorado Laws). It would be impossible for a retail store to monitor on a timely basis if the customer still has their warranty information or if they remember they have a warranty or if in fact they even understand the warranty. Thank you.

10/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: table was sent uneven. i had purchase a table and one side of the leaves is uneven.its lower than the other making it look really bad. I had called afw and they send a tech to inspect, when he came he explained that the holes that they made where not even. when he contacted the store and sent the pic he did not send pictures of the actual problem. I got a call back and said that the table was just fine and the marks that it had was totally normal i insist, they said their was nothing to do. I took the pictures my self and went to store personally. after showing the pictures the understood what I was talking about. they offer me 20% voiding warranty or new table.but since on my bill I had purchase other stuff that also had an issue they said they will give me the 20% off too the other stuff. I said ok and then they said . sorry we cant any more. its too much money. they only have a certain amount to give back from each receipt. they said only a 10%. the other furniture was resolved satisfactory but on the table they said they cant do 20% off even dough they had offer it at the beginning. I ask to talk to a supervisor, she went to talk to her but she just keep saying she was busy. I was getting tired and I said that they could send me the new table but to make sure it was in really good condition. since I am buying new I expect it to be in good condition. after waiting for 1 1/2 hrs. finally the supervisor came to talk to me she said that there was nothing she could do, because that is what the notes said and the table was ok. I asked her if she seen the pictures she said no. I showed her mines and she was speechless, she did not know what to said. I told her I was getting the new table but I expected it to be good. she said she was not going to do it. she was not aware that her employee had already did it. so I receive the new table. it was worst than the one I had,the paint was really bad and the rails on the bottom where broken and parts of the table where cracked as well. I declined the table and I talked to some guy over the phone. he offered 10% off, I said no and i told him i will go to the store to talk about it.I whent to the store and they said that the notes from the guy over the phone said that I was going to get a refund or an exchange for something else. I said that is a lie.I was there for the 20% off that i was original offered. after discussing for a few minnthe lady said oknbut the warranty was going to be voided. I agree to it and took my son to the bathroom. I came back she said again never mind. I cant because the notes said you where going to choose something else. we had already agree to something and again she is denying it. I ask her to call her supervisor again but they did not ask for her because again she was busy. I was getting frustrated when another employee came in whit her loud voice saying "mam, mam, mam" I ignore her but she kept talking and I told her to shut up. I did not disrespect nobody. she immediately call her supervisor and within 30 sec she was their and 10 sec later security came. really im a women with 3 kids. they humiliated me. supervisor said t me " know what do u want, we had this conversation before and I don't want to deal with it." I told her the situation that I was their for the 20% that her employee said yes and then again denied it. she said "we are not giving u nothing because you got a new table." I her I did not accept it because it was worst than the one I had, I told her that I felt like a joke to the company, that they can send bad stuff and not resolve it, that if they where going to offer something to respect it. she said I insulted her employee and i was asked to leave. I told her I was not leaving till I got what I was promised at the first place. she said I will give u 15% but I don't want to see u again u are not to shop ever. I went to get my kids finally she said I was never to shop again even if I don't get a discount. they humiliated me and scared my 4 yr. with security guy.

Desired Settlement: to give the initial 20% discount for the table with voided warranty. and to be able to shop again to the store. I always have shopped their I had a problem once and I called to complained. their answer was, that if I bought a cheap table to not expect something good. if i wanted something better to spend more mone. I never said anything about it. now i bought a 800 dollar only for the table i am expecting quality product and quality manufacture product. i had explained i am remodeling my home and i have chosen all my furniture for soon purchase. i want them to respect their word instead of not wanting to deal with customer and making it easier for them to ban them from the store.

Business Response: Initial Business Response /* (1000, 9, 2015/07/09) */ It is important to know that the table referred to is a table made from "reclaimed wood" to which we sell at a fraction of the price that other stores sell this product for...and it is also important to know that this is a highly sought after "look" that keeps on getting more popular every day. The rustic look is rugged and we need our customers to understand what they are buying...it is not the furniture for you if you are looking for "fine furniture that is highly finished nor does it have a precise fit and finish", meaning that imperfections are not defects, they are part of the romance to each piece: hence why we don't want to negotiate prices or discounts. If a customer doesn't like what the table is, of course we would expect the customer to look at another type of table that is better to their liking. We offered the customer to return the merchandise for a full refund and we will stand behind this offer. It makes no sense to exchange it, as the customer now knows because this is the product we are selling (this became clear when we exchanged it at the customer's request even though we tried to explain why it wasn't an solution to her not liking it...and the customer was unhappy with the next one as well). It makes no sense to discount it (why would we be discounting is the question...for the table being not being something it's not? This is what we are selling at the prices as priced). We apologize we had to call our security after asking the customer to leave several times after dealing with the customer's conduct when she was in the store, and at this time due to this conduct we have left the customer flagged as "do not do business with", however the customer can return the table for a full refund (as long as it is still in new condition). Thank you, *** ***** AFW Initial Consumer Rebuttal /* (3000, 11, 2015/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I completely understand what a rustic is. that is why I had purchase it, I love the DETAIL. but rustic does not mean poorly fabricated. the table has clearly an uneven surface. I want a table that I can have the freedom to set a cup of coffee a plate or anything on that side with out worrying of tilting of having a spill on my table, going into my 300$ carpet or my new hardwood floors just because the surface is not even. even years ago when people would fabricate their own rustic furniture, they would file it until it was smooth and even. this is not a flea market or a second hand store. its a prestige store. I am expecting quality just like they announce it at tv and have signs all over their store. since I purchase one of the most expensive table of their showroom. the floor model does not have that defect. they did send me another one and it was in even , unfortunately the lumber was broken in half from the bottom of the table. the rails where broken to. so I could not accept that. even the delivery guy notice it how the table was cracked on the bottom. why does American furniture warehouse does not want to be responsible for it? The manager of her store gave me two options. because they don't want to fix the problem. Return it for a full refund or give me the 20 percent they promise me at first as long as she put a not to shop again note. Now she change her mind again? They need to stand behind their word. I want the 20 percent they promised since they banned me out of the store. How is a company representative going to change its mind every time the problems comes up To her? If they already made the decision then they should do what they said when i left. She clearly said I will give you the 20 percent but you are not to shop here again. I did not Said anything again because I wanted to reported with BBB to get a better solution, hopefully they would send me a piece that works for my table. but since they already decided for me then they should keep their word and respect the 20%. discount. I understand you sell it for less then what other do but again American furniture advertise quality for a lower price. I did not go into the store asking for a discount or better price from other stores. American furniture ADVERTISE IT. this has nothing to do with the claim. I need my promised 20% off and I need my table fix. the store should advertise improper assembly, scratched furniture and to a low cost. the first picture is my table u can see how uneven it is. this is not acceptable the third and the next one are the second table, unfortunately I did not took more pictures to appreciate the cracked wood. if I was to get that table with cracked wood the table would have not lasted a reasonable time. im sorry but this is not a rustic look. Final Consumer Response /* (4200, 15, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very disappointed with your service. I need to be explained why if I had been promised to get 20% off and they said they will put a red flag on my name. why put me a red flag and not be giving the 20%? is this company all about playing and lies? I demand what has been told. and respect it. if u are not giving what u promise why banned me out? again you don't understand my point I am talking about the surface of the table is uneven. I showed proof and pictures of it. if I put a glass of water or coffee or whatever I wish it will be tilted. and spilled, damaging my new carpet and new hardwood floors. to be compensated I demand 20% off that was initially offered. again when I walked for the first time into the store explaining the problem they had offered me 20% off I never asked for it. then they said nevermind just 10%, really?. yes they had send me a different table wich I refused since it was obviously cracked. the delivery guys from afw notice it too. and agreed that it was cracked from the bottom and the metal rails broken and damaged. I could not accept that table. so I decided to keep the original one with the 20% compensation that they offered and promised from the beginning. that is the least afw can do. Final Business Response /* (4000, 20, 2015/09/22) */ Please refer to our original reply: we would be happy to give the customer a full refund with the return of the table if the customer so chooses. It is more than a "rustic" table...it is also a table made from reclaimed wood...every table in this category will have perfect imperfections. Thank you!

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failed to provide warranty repair Failed to provide refund Purchased reclining sectional April 2015. Called local store for warranty repair July 2015 (pull on recliner broke off/metal or wood poking through foam). I requested an hour advance call from repair tech so I could meet him at my home. On three separate occasions they did not call and just "showed up" at my home. After several calls to the local store and corporate, repair tech called prior to visit and replaced the pull on the recliner. I was told as far a the metal/wood another tech would be scheduled to pickup the broken piece and return it to the warehouse for repair. I was guaranteed that the next tech would call an hour prior to his visit. Again after several failed attempts due to no phone calls I called the local store manager ***** ** and asked that the entire sectional be returned for full refund. Per local manager, arrangements had been made per corporate office policy to pickup the sectional and issue full refund. A date for pickup was scheduled and pickup tech called an hour prior to pickup. Two techs entered my home and took pictures of the damage to the furniture including now sagging seats and headrests. The techs went to their van and called someone on their cell. When they reentered my home one of the techs indicated "we have good news and we have bad news". I said "just get to the point". The tech said "I can't pickup the sectional because of the dog hair". I indicated "I would wipe off what little dog hair was on one piece of the sectional and proceeded to take pictures of the entire sectional." At that point I was told by the tech that "they couldn't wait around for me and I would need to reschedule". At that point I was so frustrated I told them to leave my home immediately and called the local store manager ***** *** He took my information and indicated he had already requested the refund check and would need to call corporate. He called me back and said "the refund check request has been cancelled and I would need to call corp customer service". I requested to send him pictures of the furniture and he refused indicating it was "out of his hands". BBB complaint filed.

Desired Settlement: Furniture picked up with a phone call one hour prior to pickup so I can be at home. No arguments about picking up furniture from tech as their return policy does not indicate dog hair to be wiped off the corner of one seat. Do not send same techs to pickup furniture that was previously at my home. FULL refund..no restocking fees, etc. FULL refund of $1585.15

Business Response: Initial Business Response /* (1000, 6, 2015/08/13) */ We have the merchandise scheduled to be picked up on Sunday 8-16-15 with the customer and we will issue a full refund. Thank you.

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought Couch about a year ago and it needs repaired/replaced and they are now saying its not under warranty and refuse to honor the 3 year warranty. Bought couch about a year ago and 6 months ago i called and requested a repair as it is under a three year warranty. They sent someone out that pulled up the Velcro and stuffing fell out, he stuffed it back in there and said he was gonna order parts and when they came come back out to fix it. I never heard anything from them so called and was told that the guy put in the records that he made adjustments and that it was fixed, I told them that was incorrect that the problem wasnt fixed so they scheduled for someone to come out again, i got a call the day before they were scheduled to come out that said my delivery would be arriving the next day between a certain time, the next day two gentleman showed up, the first one asked me where i wanted my delivery, and i told him i wasnt aware of a delivery that it was supposed to be a repair, so he went back to the truck to check and then the second guy came and said they were gonna take the couch which was fine but then the other guy said that there was a mistake and somebody was scheduled for august 5th or 6th to come out. So i called the customer service to verify the scheduled date and time and was told that the couch is no longer under warranty and hasnt been since February.

Desired Settlement: WANT MY COUCH TO BE REPLACED OR REPAIRED OR THE COST OF WHICH I PAID TO BE REFUNDED.

Business Response: Initial Business Response /* (1000, 7, 2015/08/04) */ We have a service call scheduled for 8-6; we are calling the customer to make sure that he is aware and ok with this. Reading our notes he had called customer service and this was set up but we will call him and make sure that this is what he wants.

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The chair was broken so the repair tech. said to throw away the broken chair. I would receive a store credit to replace the chair. I purchased a recliner chair from American Furniture in December 2014. In June/July time frame the chair's base broke. I called the store and was informed the warranty was still good. The repair man came to my apt. He said, he could not fix of the chair so he took a picture of the chair and called the store. He informed me, that I could have a in-store credit. I asked him what to due with the broken chair and he told me to throw the chair away. So when I went to the store to get the replacement, I was told the store needed the old chair back. I explained to the manager what the repairman said. The manager did not believe me. I left the store with no chair replacement.

Desired Settlement: I am seeking a refund or replacement.

Business Response: Initial Business Response /* (1000, 6, 2015/08/13) */ We always require the return of furniture before submitting credit however after looking into our notes and reading the customer's concerns through the BBB we contacted the customer and informed her that we would be happy to give her full credit for the chair. The chair was not repairable to industry standards, we would have had to destroy the chair and send it to the trash container according to notes in the service report so with our apologies we should have made a exception to the "the customer must return the furniture rule" in this case. Thank you, *** ***** Initial Consumer Rebuttal /* (2000, 9, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I accept the response from AFW in replacing the chair. They were very helpful. **** ****

7/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: **************************** knowingly sold me a bar with a marble top of very low quality. If any liquid is placed on it, it will permanently stain On 6/16/15, **************************** delivered to my home a bar that I purchased from them. The bar has a marble top that after my family and I used it for the first time, left permanaent water stains in the marble. The next day, I called the service department at *** and they asked me to email them pictures which I did. The representative told me that they will either give me a partial refund or replace the bar. She said she would call me back that afternoon. I never reieved a call from anyone at ***. 4 days later, I decided to call the service department again. This time the representative told me that there is nothing *** could do to resolve the issue. She said that the marble used on the bar is of very poor quality and very porous. That if any liquid is placed on top of it, it will seep into the marble and permanently stain it. I then exclaimed to her, we are talking about a bar top. She then said she was sorry and that she understood my concern but that I should have used a place mat or something. I then said that I assumed that *** would expect their customers to place glasses with liquids in them on top of a bar top. I expected that they would sell me a bar of good enough quality where it would not permanently stain after simply setting down the glass on it or a bottle of beer. After all, that is what a bar top is supposed to be for. Once again she just said Im sorry and I understand where you are coming from but that is something you should have been warned of when you purchased the bar. I then told her that I was not warned about the poor quality of the bar top and should I had known this information beforehand, I would have never had purchased it. She once again just said Im sorry, but there is nothing *** is going to do to settle this. She acknowledged that the marble was of poor quality and that it is not meant to be used to place items that are wet on it because it will permanently stain the marble top of the bar.

Desired Settlement: I would like **************************** to either refund me my money and take their bar or pay someone to come in and replace the marble top with marble that is meant to be used on a bar top and won't permanently stain after setting a bottle of beer on it.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ The bar is not of low quality as it is made of real marble and coasters are recommended however We will contact the customer and allow him to return the bar for a full refund.

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Delivery personnel were rude, incompetent, and lazy. Made customer do all the work. If I could leave negative stars I would. This is probably the worst company in Colorado. After purchasing a thousand dollars worth of furniture and paying the extra fee to have them deliver I was left with nothing but heartache at the end of my experience with this purchase. The sales people were less than competent to the point where our sales person did not even know where things were in the store most of the time. The delivery folks were rude, incompetent, and lazy. They didn't even get measurements to see if the furniture would fit through a doorway and left it all a jumbled mess in the living room for me to "figure it out". I called ***** who is supposedly a manager at the store and she was even less helpful taking sides with the delivery folks rather than the customer. So much for "the customer is always right". The delivery guys swore that the furniture could not make it down to the basement without damaging the walls but guess who got it all down there without a single scuff or crack anywhere...me. Needless to say I will never buy from this place ever again if this is the kind of disrespect that is afforded to their customers. I am filing a complaint with the ********************** and through here I am warning others to stay away from this place. The furniture is mediocre at best and the customer service even worse.

Desired Settlement: Refund of the delivery fee

Business Response: Initial Business Response /* (1000, 6, 2015/07/01) */ We spoke with this valued customer and at this time I think we were able to resolve ****'s complaint to an acceptable outcome. Thank you, *** Complaint Response Date bumped because: Holiday

7/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Chair purchased in June 2013, chair is falling apart at the seams and leather pealing off arms and back of chair. *** advised we purchased chair 2012 We purchased the chair in June 2013, we have the receipt; from a surgery on my foot in June 2013. We called in May of 2014 as the seams on chair at cushions had come apart. Seams just didn't exist. The leather on both arms of the chair and back is pealing off chair. Technican came out and advised nothing could be done but call ******* in customer service. We did and she advised we bought the chair in march of 2012. This does not match our receipt. She advised they could fix the chair but at our cost.

Desired Settlement: Replacement chair.

Business Response: Initial Business Response /* (1000, 6, 2015/07/02) */ Our records show that the purchase was made on X-XX-XX and was picked up by the customer on 3-17-12, and that when asking for the receipt that the customer referred to (X-XX-XX) showing the purchase was made on X-XXXX the customer refused to send us a copy (by email would be ok). Even if we had the order number on the receipt that would help. We have no record of the customer calling in, in 2014 or any record of addressing anything that may have been a problem at that time - going back to our records we show the customer calling in on X-XX-XX at which time we sent out a service tech to evaluate the chair (at no cost to the customer). The evaluation stated that there were no manufacturing defects however the chair was showing wear and tear through use. This chair has a one year warranty on the cover so if it was purchased in 2012 or 2013, either way the cover would be out of warranty even if it had been a manufacturing defect which it is not according to the evaluation. We would like to see the receipt that******** has referred to as we had mentioned to him when working with him recently. Complaint Response Date bumped because: Holiday

7/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Normal use of a dining table resulted in damage to table top and AFW refuses to fix. The wood on the surface of the table is lifting and AFW found it to be water damage. I've never had this problem with a dining table. It's reasonable to expect that some moister will come in contact with the surface of a dining table and the piece should be sealed and/or treated accordingly. A technician from AFW visited our home and immediately determined that the damage is not factory defect and we're responsible for the damage. I do not feel that we should be held accountable for damage to a piece of furniture that was damaged because of a failure on their part to make the furniture sturdy enough for its designed purpose.

Desired Settlement: I would like to have to piece replaced, or even better returned with no cost to us. We bought the piece assuming it would hold up under normal conditions and it has failed to do so.

Business Response: Initial Business Response /* ****** ** *********** */ Wood tables are a beautiful addition to any home however unlike Formica or possibly a glass top table, wood tables do require protection. Protection can be provided by coasters, place mats, hotplates and table cloths designed to do so as any item that has moisture or heat such as a cup or hot pan can damage a wood table that isn't protected. We always recommend wiping a table with an moist cloth rather than a wet cloth when cleaning, and allowing the table to dry completely before putting the place mats or table cloths back on as they may trap the moisture. Wood tables being subjected to water damage in the customer's home is not considered to be a defect and is not covered under warranty. All said and done We spoke with ***** and explained to her what is causing the concerns she has with the table. We offered ***** the opportunity to exchange the table with the understanding that if the table were to react to water in the same way; it is not a defect and AFW will not be able to assist her. ***** was also given the choice to re-select to something that may suit her needs better. ***** has decided to have the table exchanged.

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a dining room table from this company on 1/19/15. It was suppose to have a finish that could handle normal use. It supposedly has a durable urethane finish which is harder than traditional finishes. I have a number of nicks and scratches on the table and feel it does not have a good finish to it. I keep the table covered when in use. My husband and I are the only ones living here and we are very careful with all our furniture.AFW was going to refinish it with a $90 fee as they thought it was our fault. I did pay the fee up front. When the table was at their shop they said it would cost me $300 to refinish. I refused and told them it was not acceptable and was not our fault they had a terrible finish on it. They said they could just fix the nicks for the $90. I refused and that the table needed refinishing with a good Urethane coating as it did not have the tough coating mentioned. They would not budge and I told them to bring my table back to me. I am very upset with the way they handled the situation. They need to sell better furniture or stand behind their warrantees. Product_Or_Service: Dining Table Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the table refinished and an extra coat of Urethane as to avoid this problem again. I love the table which was not cheap and would like to have this problem taken care of.

Business Response: Initial Business Response /* (1000, 10, 2015/05/28) */ All Wood tables and wood table finishes need to be protected from water (and protected to prevent nicks and dents by covering them with a table cloth or place mats or by not hitting them with a chair or other things); this table showing "water rings" from drinking glasses is not due to a manufacturing defect. Initial Consumer Rebuttal /* (3000, 12, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable. The problem should not exist with NORMAL use. I use place mats all the time and a table cloth when needed. If I put a warm bowl on the table put something under it. I have had several tables in my fifty years of marriage and have never had this problem. I suggest that AFW go to the manufacturer to have them refinish or replace the table with and extra coat of urethane. The one spot that keeps getting mentioned by AFW is only a small part of the problem. There was a white ring that happened even with using a placemat. I used a white ring remover on it. It made a shiny mark. I will take responsibility on that as I did not know this would happen with a "tough Finish" on the table. I want the table refinished or replaced with an extra coat of urethane or a better protection for it. I am enclosing pictures. Final Business Response /* (4000, 14, 2015/06/16) */ We literally sell 600 or more of these exact tables every month without complaints so we are unclear on what is described as "normal use" vs "customer abuse"; this table was water damaged and water damage is not covered under warranty. At this time we do not provide a custom table finish service nor do we ask a vendor to custom make furniture for us (our vendors do not provide such an option). Our evaluation of the table stated that the table had water damage along with nicks and dents all of which are not covered by any warranty, so we will not be able to fulfill the customers' request of refinishing the table (back to industry standards or custom).

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I will NEVER get anything from this horrible company!!!!!! (Amrican furniture warehouse) My fiancé & I just purchased a bed about 3 weeks ago. The first delivery guys were very rushy & very RUDE! They were throwing our old mattress over our railing from the second floor of our house. My kids could have been hit . Who does that?! Long story short, I have 3 children that needed my attention so I couldn't be where I wanted to be when the guys were up in our room putting the bed up. When I could I did go up there & they didn't even ask me where I would like the bed in the first place. Again who does that?! When they were all done since they were in a rush & very very disrespectful. They left & on there way they went. I was super excited to make our brand new bed, I couldn't wait to put our new mattress set on. It was our first brand new bed. Come to find out couple weeks down the road, I finally take the mattress covers off to wash them. I knew we had a 90 day break in period an what I thought was a brand new bed so we didn't inspect the bed with a "fine tooth comb" like they said we should have. The NEVER TOLD US IT WAS A SHOW FLOOR MATTRESS NOR DID WE SIGHN OR AGREE TO A USED MATTRESS.I noticed there was black marks on the sides of the mattress looking like that's where people put there hands to test the quality of the mattress. (Very gross) also when I opened up my blinds for some natural lighting to get a better look I saw a very light yellow stain on the side of the mattress as well. I was super grossed out, because I know that wasn't from us.Our Kids aren't allowed in our room. Also my husband was out of town when all of this was going down. I was super irritated because of what I found, also about the delivery guys.Today 6/2/15 the second delivery guys came to refund us with a new mattress cause it was all okay over the phone.Now it's a all new story, the delivery guys took pictures of the mattress where the stains are, an felt free to take pictures of our home an helped them selves to our room without asking. I don't know if they took pictures of our under garments. They took pictures of our carpet an who knows what else they took pictures of. With the technology these days I don't know who else has access to those pictures of our home. It's our privacy not there's to decide. I don't know if they took other pictures . then I guess they called customer service. Sorry if I'm just rambling just bare with me, after they called CS they needed to talk to me to say that, they can not refund us a new bed because they think the "light yellow" stain is ****. Right when they said that I was LIVID!!!! I know that wasn't from us I wouldn't lie about that. Also there is black hand stains on both sides of the mattress. Also there is lil tiny rips on the sides where the black marks are as well. We were told the bed we purchased is brand new & will be in the box all sealed up when delivered if that was the case where did the stains & rips come from?!?!?? Also come to find out it was the showroom floor mattress && no one let us know until we wanted a exchange!!!!!!!!!!?????????? My fiancé & I are very very upset! My husband also had to take a day off that cost us around 200$ .After hours on the phone with there CRAPPY CUSTOMER SERVICE they will not give us a even exchange but they will give us our money back. Well hallelujah!! We are very happy for that because we don't want NOTHING from American Furniture Warehouse. VERY BAD COMPANY VERY BAD CUSTOMER SERVICE VERY BAD DELIVERY SERVICE.I'm letting everyone know from our own experience, DO NOT purchase or go to this store. Horrible!!!!We Can't WAiT to purchase a NEW UNTOUCHED more COMFORTABLE, BRAND NEW bed, at a better well mannered company!!! ?? here are the stains we have found I will provide pictures below. I'm not scared to BLAST this company because we have nothing to hide. We are NOT lying! Again this mattress we got is 3 weeks old, but who really knows how old it's ????Please go elsewhere do not purchase anything from this place. They are shady disrespectful arrogant lying company!!!! All they care about is a sale && NOT there customers!!!!It it legal to take pictures of my house without my consent as a delivery driver company? My wife an are scared they took pictures of stuff they shouldn't have . We don't know what they took pictures of?

Desired Settlement: DesiredSettlementID: Other (requires explanation) Make it right give us a new mattress . We shouldn't have to go without a mattress for 5days till the refund gets in my account . We can't afford to go out an buy a new mattress . We paid for a brand new mattress that's what we want. Thanks

Business Response: Initial Business Response /* (1000, 6, 2015/06/18) */ We worked through this with the customer...we think that this was resolved to the customer's satisfaction. Thank you!

6/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased furniture (2750.00) in person and was told by the salesman it was set for delivery and that it was a 59.00 delivery charge. I was later, by phone, told that he, the salesman had messed up and it was not set for delivery and that if I wanted it delivered the cost was now 127.00 to deliver. This seem fraudulent to me and extremely poor customer service. A company should stick by the salesman quoted delivery fee, even if he miss quotes, not collect 127.00 by one a day later. Also, was this bait and switch telling me a day later that he had not set up delivery actually and I need to now pay over 100% more for delivery to get it now? Product_Or_Service: Furniture Order_Number: XXXXXXXXX Account_Number: Customer XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) 68.00 refund as I believe I should only be paying 59.00 of the 127.00 (charged on 5-4-15 over the phone) as I was told this and the sale WAS MADE by JAMES WILSON on 5-3-15 as to this price.

Business Response: Initial Business Response /* ****** ** *********** */ As I understand it the salesperson accidentally set the order up as a customer pickup rather than a delivery. We would be unsure of what the "quote" would have been...$59.00 is our "minimum" fee for $1100.00 purchases or less and it goes up from there depending on the amount purchased (and the address of the customer, but the address wasn't an issue here). When the customer called in with concerns which were the same as outlined on this BBB complaint, we set up a $25.00 credit on 5-5-15 to discount the correct delivery fee with hopes of resolving this with the customer. We have authorized adjustments for this customer so they will only pay the $59.00 as the customer said was quoted in error by setting up a $68.80 refund and deleting the $25.00 credit. Thank you, *** ***** Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.) They have stuck by the salesman's quote, so this is an awesome outcome.

6/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am being told my furniture may take a year to be delivered to me. I ordered a bedroom set on February 2015 and was told that the bed was on back order however it would be in within 1 month. I was called later that month and was told it may take another month. I told them that was fine I just want the furniture I ordered. Again I was called and told it may be another two months. I voiced my concerns that I keep getting my delivery date pushed back and I am concerned I will even get my furniture. Closer to the date I was called again and told that my furniture may not be in until August 2015 but there is still no guarantee it will not get pushed back even further. this will be 9months of waiting for a product I have already payed for. I talked to costumer service on the phone and all they can do for me is refund my purchase minus a fee. all I want is the furniture I ordered or a set that is similar at the same price that can be delivered.

Desired Settlement: all I want is the furniture I ordered or a set that is similar at the same price that can be delivered.

Business Response: Initial Business Response /* ****** ** *********** */ With our apologies we offered this valued customer on X-XX-XXXX a full refund (without any fees) due to the factory delays. We also offered to pick up the furniture that she had already received at no charge and with a full refund (no restocking or delivery fee's).

6/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Bought over $2800, 2 pieces were defective, 2 pieces were not the same color as the one on their showroom at the time of purchase. Purchased a Walnut All Lthr ******** and ********* on 3/22/15, it had problems with the zipper not being able to hide away from view, and the sofa's cushions were too soft and not as the ones on the show room. The repair man came out to see them and agreed that the cushions were too soft and new ones were going to be ordered. The zipper problem he said that a new love seat was going to be ordered (the problem was not the love seat - only the covers I don't know why the entire love seat was going to be replaced.)Second set Love and Chair Taupe Chenille Wd Trim ******* and JJ-573-C looked gray when delivered and the repair man agreed. When I went to the show room accompanied by my cousin and his wife we asked to speak to the manager. My cousin was doing most of the talking and the female manager on that day (I believe it was April 11th) told him that the furniture was not his and that she was not going to talk to her - even when I was present and right next to him. The set looks light brown and this is why I bought it, even the name Taupe tells me it's in the brown color bracket. According to her the items delivered were the ones I ordered. She directed me to customer service in CO and spoke to a rep by the name of Joe. He insisted the JJ-573 furniture was not going to be exchange and I was free to return it with a restocking fee of 15%. He also said that the 0Y0-400 both were going to be exchanged to prevent any further problems. I set up delivery for 5/1/15 for the exchange of 0Y0-400S and 0Y0-400L. The drivers only had 0Y0-400L on their order. The driver got on the phone with Customer Service and was told that 0Y0-400L was the only piece authorized for delivery. He tried to explain the situation and after spending approximately 20 mins on the phone he was told to tell us that they would exchange 0Y0-400L but I had to accept it the way that it would be delivered - I asked "what if its defective?" and the person on the other side of the said "the way its delivered". At that point I've had it with bad phone customer service, bad experience with a manager at the store and told the driver to return everything that I'd purchased on order XXXXXXXXX.My daughter and I went to the store that same night and spoke to Peter Bowdren who basically said he couldn't do anything at the moment. I paid $2443.00 by check and $726.68 cash. He told us that It would take 10 business days to get my refund back minus delivery and 15% restocking fee. I didn't agree with the fact that it would take them 10 days to get a refund or the amount I would be refunded. Peter rushed the refund and called my daughter to give her an exact amount of refund of $2832.24 and today I only received $2,046.38. I called CS and spoke to a lady by the name of Carrie who suggested that the way business is handled by her store/employer doesn't work for everyone after she informed me that the rest of the money $785.86 will be mailed out to me via regular mail.

Desired Settlement: I find it to be absurd to be penalized for bad customer service; bad communication amongst your sales, repair, drivers and managers. I should not be charged a restocking fee of $196.95 and $140.50 delivery of items that were not up to standard, wrong color,etc. I have returned all items bought on that day and do not wish to have store credit, gift card or anything that will bring me back to American Furniture Werehouse. I'm asking for delivery and restocking fee of $337.45.

Business Response: Initial Business Response /* (1000, 5, 2015/05/12) */ AFW charges a 15% restocking fee in cases that a customer doesn't like the color as long as the customer receives the same color as what we have on the show floor, which was the case here. Color tones change due to lighting (customers lighting in the home may be different than our show floor or change during the course of the day in the customers home). The 15% charge is to cover our costs in bringing furniture to the customer at the customers request to end up not liking it or changing their mind...we ask that the customer look at the merchandise while in the store and not expect us to deliver merchandise to the home before deciding if they like it or not. That being said the refund referred to was set up for a refund of $785.86 on 5-6-15. Initial Consumer Rebuttal /* (3000, 7, 2015/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will make reference to the poor handling and lack of research on BBB CASE#: XXXXXXXX by AFW. And again insist on the poor quality of customer service that pushes out of their business hardworking and honest citizens like me. I returned everything I purchased - the total refund sent to me in 2 separate checks were for $2046.38 and $785.86. (this was not the total of my purchase) I received 2 separate checks when everything in my order was returned at the same time AND purchased at the same time. Checks were received days apart from each other. More than just color or merchandise quality - Customer service was the poorest of my entire experience with AFW. I'm asking for delivery and restocking fee of $337.45 be returned to me in check form. I do not wish to have store credit, gift card or anything that will bring me back to AFW. Final Business Response /* (4000, 9, 2015/05/25) */ We will refund the $337.45. Thank you, *** ***** Final Consumer Response /* (2000, 11, 2015/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) When can I expect the refund by? Thank you.

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AFW refused to sell to us & their csr's embarrassed us & put us down.Their customer service was the worst I've ever encountered all the way to the top We have been loyal customers for 5 years. Our purchases total $11,900 in cash over 5 years. According to their "records" we have returned $6,000 in merchandise. On Saturday, May 2nd, we went to make another fairly large purchase and were told that we had been "red flagged" and that they we were not able to purchase from them any longer. The sales lady was telling us this in the store and kept going down a list of things we had "returned". It was embarrassing and incorrect. As I told their customer service department in my complaint, we have had a lot of exchanges and a couple of returns, but we had not returned that much merchandise. The only reason the things were exchanged was due to damage or defect. According to them they are all from "customer preference" because my husband is OCD. That is absolutely incorrect and they would not only not listen to me, but they continued to be unappologetic, insincere and told me it would be better if we took our business elsewhere. I corresponded back with them and let them know that I obviously would never do business anymore with a company that was treating its loyal customers this way and that all I was looking for was a little kindness, understanding, caring person to leave a better taste in my mouth regarding the company. I spoke with 4 people from AFW total and not one person tried to fix the situation or even offer a little bit of compassion towards my family after the way we were treated. I'm in customer service myself and as I stated to them, I would never treat my customers the way I've been treated by them. I would never treat another person, period, the way I've been treated. They bullied and embarrassed us and I'm so disappointed and upset by the way I've been treated.

Desired Settlement: All I'm looking for is a little compassion from a company I've been loyal to for 5 years. I want absolutely nothing else from them and at this point, even compassion will do nothing to change my view of this company.

Business Response: Initial Business Response /* (1000, 6, 2015/05/12) */ Thank you for taking the time to let us know about your experience with our stores. We appreciate your feedback on our policies. We also understand we are not always the best store for every customer and hope you find the furniture store that better suits your needs and is more to your liking.

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bed set ordered on 3/14, promised delivery 4/11, but not avail til 5/11. Never received follow up calls to be notified of delays of merchandise. Bed set ordered on 3/14, promised delivery 4/11, but not avail til 5/11. On 3/14 we receive party of our order but not the primary pieces to be able to assemble the bedroom set. We did not realize this when we picked up the pieces, but rather discovered once we got home, unpacked the boxes and tried to assemble the set. Never received follow up calls to be notified of delays of merchandise. Call on 4/4 to ensure we could pick up on 4/11 but was informed of delay utntil 4/18. Called back to get up date and was informed of delay until 4/28. Spoke with dust service rep Joe at this time and he promised free delivery and assembly for the delay. We called back on 4/28 to get an update and were informed of a dock strike so we were delayed yet again. We never received a call telling us of these delays, we were only informed of them when we called to follow up. We finally received a call on 5/11 that our furniture arrived for pick up. When calling to schedule delivery I was informed that we needed a full 12 hour day available to schedule a day and I would be informed of a 2 hour window the day prior which could not be requested or altered. When explaining this was not reasonable for my family's schedule I was told the other option was to pick up our furniture. While we have the capability to do that it is unreasonable that they basically had a free loan from us for 2 months along with saving rent for the pieces that we couldn't do anything with while we basically stored for the company. When asking how we would be compensated for the month they saved/made at our expense I was told all that could be offered was $59 the amount that delivery costs since we would have to come pick up our furniture rather than receive the free delivery promised by the previous customer service rep for our frustrations. This was only offered by the manager Nancy who called me by the wrong name, cut me off several times and was overall extremely rude.

Desired Settlement: Compensation equivalent to the rent that would have been paid for 2 months of storage for the furniture that we had to house, cost of gas for additional travel with an SUV and trailer for an additional trip.

Business Response: Initial Business Response /* ****** ** *********** */ After apologizing and applying a $50 in store credit for the factory delay and due to our failure of keeping the customer informed of the delay as we should have, we offered a free delivery or an additional discount of $59.00 (what a delivery would cost) along with an offer of a full refund with the return of what merchandise the customer had if that is what the customer preferred. We also apologize when talking to the customer for using the name on her invoice which was incorrect (a shorten version of her name "********"..."Rose"). The customer felt that our delivery service wasn't to her liking and picked up the furniture X-XX-XX after the furniture arrived from the factory to our warehouse. We have given a total of $109.00 to this customer in discounting and we apologize that there was a delay on their back order and we apologize that we didn't keep her informed of the delays as we should have. Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.) American Furniture obviously thinks apologies from rude customer service reps and managers are enough to keep people happy so they obviously are not going to get it ever. At least there are other furniture store options for any future purchases that we make. We will be sure to let all of friends and family know of this experience so they can find other stores to shop at in the future to avoid being taken advantage of.

5/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Our mattress bends and sinks in middle. Servise teck came to house to look at and approved exchange.JUST OVER ONE YEAR OLD worst night sleep ever.help Service tech came out to our house to look at mattress on 4/13/15. SERVICE TECH LOOKED OVER THE ENTIRE MATTRESS AND MEASURED THE BOW AND SAG in THE MIDDLE. HE OK US FOR A RESLECT WITH A NEW DELIVERY FEE AND RESTOCKING FEE.MY WIFE WENT BACK DOWN TO THE SHOW ROOM AND RESLECTED A MORE EXPENSIVE MATTRESS SO HOPEFULLY WE WOULDN'T HAVE THE SAME PROBLEM IN FUTURE. Delivery of new mattress and box spring was scheduled on 4/18/15 when they arrived they brought down old mattress andbox spring and said looked like the other drivermay have bent and folded mattress in half

Desired Settlement: MATTRESS HAS A 10 YEAR WARRANTY AND IS JUST OVER ONE YEAR OLD. MATTRESS HAS ALWAYS SAGED AND HAD COMPLAINED ABOUT IT TO THE STORE AND WAS TOLD THIS WAS NORMAL BODY IMPRESSIONS. WE BOTH EXPERIENCE BACK AND BODY PAINS FORM THE WORST NIGHT SLEEP WE HAVE EVER HAD.WE HAVE HAD THE MATTRESS LOOKED AT AND ALL THE DEFECTS IT HAD AND WAS TOLD IT WAS FINE AND WE COULD RESLECT A NEW MATTRESS WITH THE NEW DELIVERY FEE AND A PRORATE ON THE OLD MATTRESS. WE WENT BACK TO SHOWROOM AND PICKED A NEW AND MOORE EXPENSIVE STYLE SO WE HOPEFULLY DON'T HAVE THIS PROBLEM IN THE FUTURE. Delivery drivers showed up 418/15 with new mattress and box spring.LOOKED OVER MATTRESS AND BROUGHT DOWN STAIRS TO REMOVE AND BRING IN NEW SET. HE SAID LOOKED LIKE FIRST DELIVERY PEOPLE MAY HAVE BENT AND FOLDED OLD MATTRESS GOING UP STAIRS AN MAKING THE CORNER. JUST BEFORE TAKING THE MATTRaESS OUT TO TRUCK HE SAID HE SAW A DISCOLORATION OR STAIN THE SIZE OF A PINKY FINGER NAIL . ABOUT THREE DIAMOND QUILT SQUARE THAT COULD ONLY BE SEEN BY MOVING MATTRESS BACK AND FORTH IN THE RIGH LIGHT TO EVEN SEE. WE WERE TOLD THEY COULDN'T TAKE or exchange. I ask then what about the sag and huge impressions and sais this voids all warranty.They then took the old mattress back up stairs snagind it on a nail and rebending aready horrible saging defective mattress to our room. All we want is what we were told when first service tech came out and looked over and measured defects and ok us to select a new mattress under the warranty agreement which we were promised.

Business Response: Initial Business Response /* ****** ** *********** */ It's almost as if we have two completely different stories here, and I have to wonder if this is the same customer that we have records for or if are records and phone recordings are in error. Looking at our records, we originally agreed to allow the customer to return the year old mattress for comfort issues even though it did not fall under the mattress warranty guidelines (the mattress was evaluated to have no defects - we found no huge impressions or sagging). The agreement included stipulations: it must be free of rips, tears or stains. When we had the drivers go out to the home, they found that the mattress was stained; one stain being very small and another approximately a bit bigger than the top of a soda can in circumference (stains can enter in a small area and spread to a wider area inside the foam and hidden from eyesight and the color of the stain is not pertinent). As the drivers pointed out the stains to the customer, the customer sprayed "Shout" stain remover on the stains saying he couldn't see any stains once he sprayed them. The driver pointed out the stains and paused while saying the only difference at that time was that the stains were now wet. The stains were light in color however as body fluids and some fruit juices can sometimes be light in color they still void the warranty just the same and in this case we stopped the return as we had said up front that the mattress must be free of rips, tears or stains. Staining can cause a variety of problems as in damaging the foam integrity (body fluids, fruit juices and soda contain acid that is damaging to foam) and health concerns when handling. NOTE: we always advise customers to use a mattress pad to protect their mattress and their warranty (as do mattress manufacture's websites). Our report said that the path of delivery was pretty much a straight shot and that no bending of the mattress was necessary other than a very slight acceptable bend and the ceiling height was high enough to not cause any problems other that having to watch out for a pop corn applied texture, so the drivers put a moving quilt on top of the mattress. Per our driver's report the hallway had many pictures hanging but the customer was kind enough to take them down...when taking the mattress out, one driver saw that a nail was still needing to be removed and when pointing it out and before approaching the nail the customer hurriedly removed the nail and no nail snagging occurred plus there was a moving quilt on the mattress to protect it from rubbing the ceiling. A trick used so if the mattress touches the ceiling the pad stops and the mattress slides on through protecting the ceiling from the pop corn texture being knock off. We agreed to picking up the mattress with a 85% credit because we valued this customer but the authorization was not under a "warranty claim"., instead it was because the customer no longer found it to be comfortable. Even though we would rarely approve this type of return (returning a mattress after a year later for comfort issues not being due to defects), we felt we would, due to this customer being such a good customer that has made large purchases with us in the past. We were never authorizing a return under warranty as comfort is not a defect or covered under any warranty outside of the 90 Day comfort guarantee, and then as it turned out we were going to allow the customer to return the mattress anyway however we had to halt the return once we got to the customer's home and looked at the mattress and found staining. Until this complaint we knew nothing of the customer saying we snagged the mattress and we feel this to be a mistake on the customers behalf. I can provide pictures of the staining if requested. Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) AMERICAN Furniture warehouse just looking for any excap goat for there poorly made funiture and mattress. THE FIRST TEC CAME OUT AND MEASURED BODY IMPRESSIONS AND WE SENT IN THE WARRANTY PACKET AND IT WAS ACCEPTED BY THIS BUSINESS. we were told by one of the drivers that if i could get this small discoloration out the could take it and bring in the new mattress. This is when the other driver fliped out and started to call customer service. The drivers never never used a moving blanket with moving it down stairs. I was told by one driver that they were worried about the tri level home them self with out bending the new mattress. HE ALSO SAID HE WAS PRETTY SURE THAT IS WHAT HAPPENED WITH OUR OLD MATTRESS ON DELIVERY THE FIRST TIME.Not only do we not have popcorn celling the did snag it while moving it.If this company can not stand by its word and defective merchandise after all the business we have given them.If we can't resolve this matter we will never buy another thing.Post negative experience on line and tell everybody we know and meet to buy some where else.Is This what happens when you get to big and forget about quality of your products and loyalty of a repeat customer Sincerely ***** ******* Final Business Response /* ****** ** *********** */ I feel it best at this time it is best to ask if the BBB might refer back to our original reply after reading ******* rebuttal referring to as I read it; that **** is saying that we got to big to care enough about a valued customer and we should make acceptations for a valued customer that requests us to return a stained mattress that does not meet the requirements or guidelines as being defective as outlined by the manufacture's warranty. (There were two mattresses; one having impressions that were boarder line measurements in regards to the manufactures warranty written guidelines of what is defective - which we allowed the customer to return and the other mattress did not meet the warranty guidelines in addition to being stained which was explained in the original reply. Thank you. *** ***** AFW

5/26/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Damage done during delivery American Furniture Warehouse charged me $69 for their "White Glove" delivery service to deliver a couch I ordered from them. During the delivery, the delivery men damaged the drywall behind where the couch was to be located. The delivery men said nothing about it, they requested my signature on an Ipad and said this was to confirm that I received the couch. I found the damage when I pulled the couch away from the wall to plug back in my internet. I took photos of the damaged the day of the delivery. After submitting the photos of the damage and giving a description of events I received a call back, their internal investigation found that they are not liable. They said that I filled out a questionnaire stating there was no damage, this is untrue, the delivery guys only asked for a signature verifying delivery and did not have me fill out anything further. This is a brand new apartment and I am the first tenant to live in the unit. I did not have a couch previously so there was never anything against the wall in question until the couch delivery. I feel that the delivery men lied and continue to lie by filling out the questionnaires themselves and then when a claim is filled they can deny damaged stating no damage was noted in the questionnaire. I have supplied photos which are time stamped on my phone the day of the delivery after the couch was delivered. The delivery took place on March 16th, I received the call April 24th that my claim was denied. Order Number: XXXXXXXXX Order Date: 03/09/2015 Delivery Date:03/16/2015 Order Total : $659.29

Desired Settlement: I would like to be refunded the $69 delivery fee since I now have to pay to have the drywall patched and painted.

Business Response: Initial Business Response /* ****** ** *********** */ Sorry for the late reply; we had contacted the customer asking that the apartment complex maintenance to evaluate the damage...and go from there. I understand there was a delay due to scheduling between ****** and the apartment Maintenance staff. That being said we were going to have the maintenance fix the ding in the drywall even though we were reluctant to accept responsibility. We feel that this will be resolved if it hasn't been already and we will contact the customer to see where we are at.

5/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We were charged a delivery fee for an unattempted delivery, and have been charged to restock an item that never left the truck. On May X XXXX the couch we purchased which our measurements confirmed would fit in our apartment and in the delivery route to our unit arrived for delivery. The two delivery men measured our elevator and the couch and although we had 4 inches to spare, they refused to attempt to deliver the couch and never removed it from the truck saying that it would not fit. We removed a couch that was the same size previously and that, with our measurements made us confident that the delivery could be completed. When we spoke with customer service, they informed us that we would still be responsible for paying the $60 delivery fee and a 15% restocking fee amounting to $170.80 for this item, even though it was never removed from the truck and delivery was never attempted. They also informed us that if the drivers attempted the delivery and the couch was damaged in any way in the process, that that cost would come out of the driver's paychecks, and that may be a reason why the delivery was not attempted. It would seem that this business practice incentivizes employees to not complete difficult deliveries, while leaving the customer responsible. The delivery fee should be refunded when a delivery is still possible, although difficult. The delivery drivers were also joking about not completing another delivery of a large couch earlier that day, and also expressed irritation at the walk from their truck to our elevator. They made it clear they had no interest in attempting to deliver the couch. Customer service refused to refund delivery fee or restocking fee and they offered to re-send out the delivery team to re-attempt the delivery which again would require us to take time to wait for the delivery and again possibly have another team which is not willing to remove the couch from the truck. Driving up to the curb is not a qualifying attempt at delivery and we should not have to pay for services that were never even attempted. Additionally, if it is in fact the business practice to de-incentify drivers to make "or attempt" to deliver items, and then make the customer responsible for the cost, and additional fees, I believe this constitutes theft on the part of the business.

Desired Settlement: We are seeking a refund for the delivery that was not attempted, as well as a restocking fee for a couch that was never unwrapped, nor ever left the truck. We feel that we should not have to pay for a service that was never provided, nor should we have to pay for a restocking fee on an item that we did not refuse or return. The offer to "try again" with the delivery is unacceptable, as not only would more of my time be wasted, but we still have no guarantee that the drivers would even try.

Business Response: Initial Business Response /* (1000, 5, 2015/05/06) */ Being we make over 800 deliveries everyday and as many as over 1000 deliveries a day 7 days a week our drivers have delivered to every complex in most cases at least once (over 40 million dollars of furniture every month at our prices is a lot of furniture that we handle every month). That being said we believe in our driver's assessment in regards to judgment calls regarding if a elevator is large enough or to accommodate merchandise without causing damage. Please understand that damage consideration is an important issue on deliveries. We have deliveries everyday that a customer will insist that the drivers at least make an attempt to deliver even though the drivers had evaluated the situation as "the sofa being too big for the elevator" and if our drivers attempt to place the sofa in the elevator (to show the customer) there will be rubbing even though the customer may not agree. In cases when the drivers carefully try to show the customer that the merchandise doesn't fit and damage occurs everything changes from every perceptive. Now the customer (regardless if the customer tells us to not worry about damage prior to the attempt) is upset because they don't want new merchandise with damage even if the damage is slight. We are also responsible for damage to the elevator (or any damage caused to the home or building). This means we now have damaged merchandise and a building/home damage claim and the customer still doesn't have their furniture and is upset. Many of the complaints we see here at the BBB posted against American Furniture Warehouse Lifestyle Furniture are exactly this type of complaint; complaints regarding delivery damage. If a customer insists the furniture will fit and the drivers don't believe it will fit, the drivers have two choices; make every attempt to make the delivery and risk damage just to prove one way or another if the merchandise will fit, or to measure and make a decision from the measurements (as in this case). This being said, we rely on our drivers to properly explain this to our customers at the time of delivery as well as expecting our drivers to be professional enough in this regard to avoid damages and that would include a display "just to make a point that the furniture won't fit". We do hold our drivers responsible for making good decisions and avoiding damages that occur on deliveries. At the time of sales we go over a "Delivery Agreement" with the customer that outlines the importance of measuring and we have the customer sign it after reading it. In this case this valued customer felt the delivery could have been made and it was the fault of the drivers the delivery was not made. We offered to re-deliver the merchandise with another set of drivers to try and work with the customer, which we feel is more than likely a exercise in frustration for the customer as in most cases it doesn't matter how many drivers we send out if the furniture won't fit it simply won't fit, and we are just setting it up to anger the customer even more, but we agreed to this even against our better judgment in hopes of resolving this with the customer (the customer refused the offer). We charge restocking fee's when customers request a delivery that doesn't happen due to the purchase being too big to deliver into the customer's home along with delivery fee's. It costs money to pull furniture from the warehouse and prep it for delivery and to load it onto a truck and have two delivery men transport the furniture as well as having to transport the furniture back to a warehouse to unload it when it doesn't fit into the customers home and have it prepped and returned to a warehouse location (put back in the racks). Our drivers are paid on a commission only basis for delivered furniture only, so it's worth mentioning that drivers have every incentive to deliver the merchandise if at all possible and without damage. 5-2-15 Our driver called in saying that the elevator is 93.5 inches and the sofa is 95" - the door was 32". Later the customer called in to our customer service saying that they declined the option to re-select at which time we set up the refund minus the delivery fee and the 15% restocking fee.

5/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered a bedframe that was not the same as in the picture or the display model. Requested refund 4/19/15 We went to American Furniture Warehouse in Fort Collins Colorado. We purchased a bedframe and a box spring. We were told to drive to the store in Firestone Colorado because it wasn't in stock in their warehouse. We drove there but the store told us we were not allowed to tie the items down because of the highway driving. (the store in Fort collins said we could) So the Firestone store was nice enough to deliver the items for free as a courtesy. They set up the bed and when we put on our mattress there is a 4-5 inch gap between the frame and the bed, so we assume they gave us the wrong size. I called them back to let them know and they said it was the correct size and that all bedframes come with this gap so that way your comforter can fit in there. I told them to come and get it and I'd want a refund because this item did not show a gap when it was on the showroom floor and the picture that was showed to us during our checkout time did not have a gap. The woman on the phone argued with me about this issue so I asked for a manager. I spoke to ***, she had the workers come and pick up the bed and said I could go and get a refund at the store. The guys who picked up the bed told us to call because the store doesn't give out cash usually and they may want to mail a check. I called the store and they said because the purcahse was over $100 they couldn't issue a refund...so I called the corporate office and told them the issue and asked if we could get a refund in cash or a check in hand. The lady told me she'd approve a refund for tomorrow if I call at 10am and let them know. I want to be compensated for the stress of this whole situation and for time and gas I wasted just trying to get a bed frame! I'm going in to the store tomorrow and will call at 10am I want my refund without any problems! This is not the first issue we have had here. When we bought our bed last year the box spring broke twice, so I should be refunded for the current box spring I just bought too.

Desired Settlement: I want my refund as promised (which I should be getting tomorrow) but I also want to be compensated for wasting gas to go to firestone when ******** ****** (sales girl) stated we could tie down the items when we got there. I also want to be compensated for the box spring since this is the 3rd one I got because the other two broke and my wife and I would like an apology for the rude customer service, false advertisements and headaches. If anyone calls us, they can speak to my wife about this as I will be working.

Business Response: Initial Business Response /* (1000, 5, 2015/04/21) */ I'm sorry, I was unable to locate this customer under the name, phone number or email address given. *** I ask that ****** ******* give us the name and or phone number that would have been given to us at the time of purchase? Even better would be a AFW customer number or invoice number...I look forward in assisting with this complaint. *** ***** AFW Initial Consumer Rebuttal /* (3000, 7, 2015/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My name is actually ******* ******, I'm unsure as to why it is backwards on the complaint. The order number associated with this transaction return is XXXXXXXXX. The original order number is XXXXXXXXX. Thank you, I look forward to hearing from you. Final Business Response /* (4000, 9, 2015/05/09) */ We called Mrs. ****** to talk about their concerns with hopes of making this right and I think we were able to at some level...Mrs ****** seemed pleased, and was a pleasure to talk to. Thank you *** ***** AFW

5/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: AFW sold us defective merchandise and instead of trying to make it right they charged us for a replacement AFW sold us defective merchandise and instead of trying to make it right they charged us for a replacement. We purchased 3 Simmons beds from AFW in May 2014. All beds came with a 10 year warranty. We noticed defects in two of our beds, one of them two people could not sleep in in without rolling toward the middle. The memory foam in the other bed never popped back up after sleeping on it. AFW sent a technician out to inspect the beds. We were notified that our beds were defective and we had 30 days to exchange our mattresses. Also in this notification, it stated to exchange the mattresses there would be a *** "usage" fee (against the original purchase price of the mattress) charged to us since we had the beds for almost a year. This policy was never told to us when we purchased the beds. The first we heard of this fee was when we found out the results of the technician's findings. We contacted customer service and they refused to remove the usage fee. We also learned that AFW applies the *** fee every year you own the mattress (2 years *** usage, 3 years **** etc.) and when the mattress is exchanged the warranty does not start over. Not only did they refuse to remove the usage fee, we were charged another delivery service for the one mattress we exchanged. Since that was the least expensive and the one where you roll in the middle we had to exchange it. The other, since the original cost was over $1600, we decided we could live with the defective memory foam. While ringing up our order I noticed a $5 discrepancy in AFW's favor. When I questioned it the girl helping me said there was more sales tax than last time and no way to fix it because that was what the computer came up with. The extra $5 was not taken off our bill even after I questioned it.

Desired Settlement: We believe our mattresses should both be replaced without a usage charge or delivery charge.

Business Response: Initial Business Response /* ****** ** *********** */ Having both mattresses evaluated for warranty defects we found that the King size mattress to be free of defects and the full size mattress being just shy of the required impression depth of being within the warranty. The customer kept the king size mattress and returned the full size mattress to which we charged the *** and I see that we refunded the 15% as well. If ***** would like to have her king mattress evaluated she can do so at any time free of charge. Thank you, *** *****

5/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They do not provide any information in their initial contract they have clients sign that they solely go through wells fargo. if you do not have an account with said bank you can not purchase anything unless full amount is paid on any major credit card. They leave customers who are not approved with a feeling of prejudice, even if you do have good credit, you can't purchase anything through them without joining wells fargo. you are left with only two options and feel pressured to open an account with a bank some people do not agree with their terms. The company makes money mainly by suprising clients with the name American Furniture on a persons account as soon as they open their regular account at wells fargo.

Desired Settlement: More options need to be provided to potential clients. No customer should be completly blind sided once they are ready to purchase. They need to put Wells fargo name on their contract as well as on the building.sales associates also need to let potential clients know how they approve for credit instead of taking points off someones credit and then letting them know they can't purchase there.

Business Response: Initial Business Response /* (1000, 10, 2015/04/24) */ We use Wells Fargo as our financing provider at this time (we have changed our provider from time to time) and we provide this information to a customer that is interested in financing. As any financing procedures would go, we get the necessary information needed from the customer to send to Wells Fargo for a loan consideration at which time Wells Fargo will approve for a determined line of credit or deny the line of credit request due to loan requirements are not being met as the bank outlines. We can only process the credit check if the customer asks us to and gives us the needed information to run a credit check, and yes a customer applying for a line of credit would have to agree to the lending bank's terms. We also take Visa, Master Card, Discovery Credit cards and American Express and of course Debit cards or cash.

5/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On mon April 13th afw was schuduled to deliver a ladder between XXX XXX pmthey called myhusband to ask if they come early he said no.they delivered We ordered new furniture for our new home. we wanted it delivered. When they came they forgot a ladder for our sons bunk bed so then we called customer service and they argued with us then the driver said he would deliver it personal himself. So the delivery was scheduled for Mon between 245 and 515 pm. they called my husband and asked if they can delver it early he said no we had plans and wouldn't be able to be at the home until the time they gave. I went to the house and they had left the ladder outside the home.I called customer service again and the lady became very rude with me she said they authorized the delivery.even after my husband said no. We did not have good experience with them and will NOT be shopping with them anymore. Horrible the way the driver and customer service treats their customers.

Desired Settlement: I would like a complaint filed against the driver and who ever else authorized the delivery after they where told no by my husband.

Business Response: Initial Business Response /* ****** ** *********** */ If possible may I ask for a AFW customer or invoice number? I would have liked to have been able to look up this customer's account but I failed when looking under the name and by looking under the phone number; I was able to find one account under the name given on this complaint however when looking up the name under the name given here, even though I was able to find a ********* ***** on Jackson; it is in Northglenn rather than Aurora and I am not finding a purchase in regards to a ladder (I almost wonder if there is a file problem). We apologize if we disappointed ********* *****, and we would very much like to find her account so we are able look into this further (reading comments and listening to the phone calls). With our apologies *** ***** AFW Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) They have the name on file because the things where delivered I think it is excuses. The name they have on file is Asim ***** 432 n Jackson gap way aurora co XXXXX Final Business Response /* ****** ** *********** */ Referring to the name on the complaint it does differ from the name on the AFW account as well as the address; no excuses, however the name given on the rebuttal to which was given as "the name on account" is correct and we were able to find the account. The customer information on the BBB complaint reads: ********* ***** 432 N Jackson Gap Way Aurora, CO XXXXX The AFW account holder is: Asim ***** XXXXX N Bannock St Westminster CO XXXXX AFW Customer number XXXXXXX Reading our records on behalf of American Furniture Warehouse Lifestyle Furniture and myself I would like to apologize to Astim and ********* ***** because our drivers left a ladder for a kid's bed outside as no one was home because the drivers were running early (assembled and ready to hook onto bed). We are concerned in that by doing this we upset the customer in anyway and we regret that we caused this valued customer to proclaim that they will not be shopping with us again. AFW will address this complaint with the driver and customer service person that ok'd the driver to leave the ladder outside, as we do not want to upset customers as the complaint outlined we had. Our sincere apologies. *** ***** AFW Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you.

5/5/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Requested to return a piece of furniture. It was denied, American Furniture told us we damaged it. It was delivered in that condition. We ordered a tv hutch that was delivered sometime during the first week of February, 2015. It was set up and put together by American Furniture delivery crew. We decided that the piece is too big and requested to return it on April 3, 2015. We were advised that the furniture could not be returned if it was damaged. We have not moved the furniture or even removed the original packaging material for the interior shelves. We never placed anything in the drawers or on the shelves, except our tv. Therefore, I was confident that the furniture had not been damaged. When the crew arrived to return the furniture, we were advised of several items that were wrong with the hutch portion of the furniture. I tried to explain to customer service that the furniture was delivered in that condition, as we have not moved it or used it as furniture except to place our tv on it. There is no way we could have caused the damage that American Furniture claims we did. The piece was delivered to us in the same condition that it is in today and American Furniture refuses to return it. In fact, upon further inspection my husband and I have found that the furniture is defective. The wood is cracking, pulling apart and warping. We want this furniture returned immediately and a full refund.

Desired Settlement: We want the furniture picked up immediately and a full refund for the inconvenience, time and unprofessional manner in which this situation was handled.

Business Response: Initial Business Response /* (1000, 6, 2015/04/15) */ When our drivers found a few scratches under the top piece which looked as if they may have been cause by the customer when setting up the T.V. the drivers called it in to report it...our customer service misunderstood and thought that the drivers were reporting customer abuse (thinking the merchandise was scratched all over basically). We were able to clarify the information and from there contact the customer and work things out. We apologize for our confusion.

4/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I bought a mattress and box spring end of October 2014. In January I called to let the store know that the mattress had what I call dips (like a roller coaster, its high at the end dips low where you lay then high in the middle then low again then high at the end. The store said they would send someone out to have it inspected. The man that came out told me it was an inch and a half dip. He turned in his findings, I received a message of the same thing the man told me. I called the store and they told me the manufacturer policy is 2", but I can pay 15% re stock fee and get new mattress. I believe the mattress was already a restock has how in 3 months can a supposedly 1 1/2" dip happen. in the mean time both my husband and myself wake up with severe back aches. All I want is an exchange of a different mattress or refund, as I will most likely not shop there anymore and no restock fee, you cannot resell this mattress. Product_Or_Service: simmons beauty rest mattress Order_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement replacement of different mattress, if not then refund

Business Response: Initial Business Response /* ****** *** *********** */ We are contacting ****** to let her know we will approve the return for full credit as she called within the "90 day Mattress Comfort Warranty" time frame which allows the customer to return the mattress due to comfort as long as it is within 90 days of purchase for full credit (3 months). Our mistake occurred when the evaluation was past the 90 days and we missed that the 90 comfort warranty would still apply. Plush mattresses have a break in period due to the top cushion being plush and full of foams and other comfort materials so customers may see impressions when the mattress is new but they go away as the mattress is used and the mattress has a chance to conform (as the areas of the mattress that are not laid on as frequently will break in as well). Thank you. Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.) business replaced the mattress with another with the same 90 day comfort warranty

4/23/2015 Delivery Issues | Read Complaint Details
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Complaint: Purchased furniture on 8/24/14 from **************************** in Gilbert, Arizona on sales order # ending in XXXXXXX in the amount of $835.16. One chest has been previously returned as it was defective and could not be repaired. The 2nd item, a variations chest, is also defective as examined on 4/7/15 by ****************** and is being returned as it cannot be repaired. The amount of this purchase is $348.00 + $50.00 delivery + sales tax of 7.8% ($27.14). Approx. amount of $425.14. This item will be picked up on Friday 4/10/15 per ******** at*******************. She indicated that a 15% charge would be deducted from the credit to the charge card. This is not acceptable as the furniture sold is defective, cannot be repaired and should never have been sold in the first place. It should be noted that this furniture is not safe and presents a safety hazard in that the drawers are not stable and can drop when pulled out. As noted, we already had to return one item because it was defective and the 2 repairmen told us they had probably seen 100 of these come back. My problem is that AFW should have taken the initiative to have us return both items when it was discovered they were selling faulty furniture. I expect a full 100% credit against my credit card. I do NOT want any kind of store credit. Product_Or_Service: furniture Order_Number: 846018971 Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) 100% refund against credit card (not the 85% offered).

Business Response: Initial Business Response /* (1000, 6, 2015/04/15) */ As the complaint indicates we arranged for the pickup of a TV chest to be picked up on X-XX-XX and looking at the invoice we did not charge the 15% even though the customer had it in the home since 8/2014. The complaint we received originally was that the customer did not like the function in regards to the drawer glides as the drawers seemed to be "loose". Different drawer glides work in different ways depending on what drawer glides are used by the manufacture (we sell hundreds of this product every month without complaints) and in addition; what merchandise the customer received was the same set up as what we show on our show floor so the customer could have determine if the product was what they wanted prior to making the purchase. In this case the customer decided they weren't happy with the merchandise after months of using it; normally in a case as this we would charge a 15% return fee, however when looking at the return invoice that was keyed (and used) previously to this complaint; we had already agreed to refund the purchase amount in full plus taxes for a total of $375.15 due to the customer thinking it wasn't safe for the person using it as the customer was afraid a drawer may come out and drop (drawers have "stops" on them but we didn't want the customer to worry). We did not refund the delivery fee and we did not charge a pick up fee. Thank you. Initial Consumer Rebuttal /* (2000, 8, 2015/04/23) */ This complaint has been resolved with a 100% refund from ******************. Not further action is needed.

4/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a product. It came in damaged. I refused the item, when delivered. The company tried to re-deliver the same damaged product. I purchased a bed frame and paid for delivery. They delivered a damaged frame. I refused the product. They rescheduled two days later for another frame.The company sent the same damaged bed frame back for delivery, but this time they tried to cover up the damage with stain. I did not appreciate the act of deception they tried to perputaraete. It also caused my wife and I to have to sleep on recliners for six nights.

Desired Settlement: They have offered to refund the delivery charges, but that does not come close to making up for the inconvenience we suffered, not to mention the time we had to be here for them to deliver three times.

Business Response: Initial Business Response /* (1000, 5, 2015/03/28) */ With our apologizes We called ****** and we were able to talk for a moment...understanding that we disappointed ****** and his wife; we hope we were able to make amends at some level during the call. Thank you!

4/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Trying to work out a warranty claim with AFW and they are unresponsive and also lying about the warranty. Our mattress is a Libretto Visco Plush Firm Trying to work out a warranty claim with AFW and they are unresponsive and also lying about the Simmons warranty which is 10 years replacement less delivery charges. Our mattress is a Simmons Beauty Rest Libretto Visco Plush Firm with warranty code of A. We purchased the mattress 4 yrs ago. AFW sent a technician out to check on the claim and found the depression was about 2 + " and that the mattress was in excellent care condition with all of the proper supports as provided by AFW. Frankly this company is an embarrassment as a representative for Simmons mattresses.

Desired Settlement: Honor the Simmons Warranty which is 'Warranty Code- A Warranty Code on Law Label = A Total Limited Warranty = 10 Year Period for No Charge = 10 Year Except Transportation* less shipping charges Normal Body Impression = 1.5" or Less

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ As per the Simmons Mattress Co. warranty, a proper support system is a must to keep the Simmons warranty valid. Due to our information that this customer had improper support, there was concern in that the warranty had been voided. As I understand it the customer corrected the support system concerns and AFW agreed to letting the customer reselect with full credit. I assume the customer has received the authorization letter to do so at the time of this writing. Initial Consumer Rebuttal /* (3000, 13, 2015/03/20) */ Please see "More info received from the consumer" for details. Final Business Response /* (4000, 15, 2015/03/25) */ Due to the bank terms (the bank that issued the credit card to the customer that was used to make the purchase)that we as a retailer and ***** ******* as the customer would have agreed to when accepting the credit card; we made the refund back to the credit card that was used to make the purchase. The refund to the customer's credit card was issued on 12-9-14. We would think that the bank issuing the credit card to the customer would have sent her a check by now in the amount of $203.43 (because the account is closed) and we suggest that the customer contacts the bank as referred to. We apologize for the confusion. If ***** is unsure of what credit card she used, we may be able to find out for her as the complete number is not available to all AFW employee's due to security reasons. She was correct when saying all we have on record is that it was a Visa, and the last four digits of the account.

3/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Description of what a "Reality Based" exchange policy consists of, and any associated penalties. We are seeking to return an outdoor fire pit purchased on 2/22/15, and delivered on 3/10/15. Sales Order #XXXXXXXXXX. We had said item in our possession for less than 15 hours and determined that it simply wasn't going to work. To return the item the company is charging us a 15% restocking fee!!!! On the reverse side of the Sales Order it goes into great detail that our motto has always been - "Under Promise and Over Deliver!" The declaration further states that they utilize a REALITY Based exchange/return policy. At no time (emphasis added), do they inform the buyer that they will be gouged an additional 15% if the item needs to be returned. We fully understand the additional pick-up fee charge (although we reside less than five miles from their Gilbert warehouse.) Over the years we have been very good customers of American Furniture Warehouse (in two different states)and we feel this unexplained, undocumented, unknown (at least to the public), and bogus return practice is unfounded and simply WRONG! Item # SLXXX-XXA Payment Method - VISA Customer# XXXXXXXXX Sales Rep. - ******** ******* *****

Desired Settlement: #1. Cash refund, or debit our charge card equal to the 15%. #2. In-store credit equal to the 15% fee.

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ Our "Reality Based Exchange Policy" refers to exchanges (exchanging merchandise for the same merchandise)...rather than "returns" (see attachment for details). Our 15% Restocking fee signage is posted at all checkout locations throughout our stores (see attachment for details) Looking at the customer's invoice the sales person referred to going over the user fee (restocking fee) with the customer on this customer's invoice (it is printed on the invoice). Thank you. *** ***** AFW

3/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Couch frame is not supported correctly and breaks too easily The couch I bought broke before I'd even had it a year. There was no excessive use. The frame broke on the top back portion causing a piece of wood to pop out of the fabric and tear a hole. Then a few months later the seams that held the back cushions on began to tear. Worst couch I've ever purchased. I also purchased a desk from them and the paneling broke off in the first month.

Desired Settlement: Better quality products.

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ I was able to find this customer account under the name given on the complaint and with the phone number given in the complaint however a sofa and a desk was not in the customer's history...I found a TV stand and a cocktail table so I assume the account referred to is possibly under another name and phone number. AFW carries "entry level" merchandise as well at top of the line merchandise and everything in between, but without seeing what was purchased it is difficult to respond in an accurate way. I only say this as the "desired resolution" was that AFW carry "better quality products". We stand behind everything we sell with at least a one year warranty against manufacturing defects.

3/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: paint was gone from outdoor furniture I purchased a mushroom outdoor set in October 2014. After unpacking the box, I discovered the set was broken. I get the set replaced and put it in my back yard. In February 2015 I was walking in my back yard and noticed that the paint was gone from parts of the set. I called Customer Service on March 4, 2015 and was told they can't do anything about it since it was outside. It is outdoor furniture. A purchase should last more than 6 months.

Desired Settlement: I would like to have a refund and return the set. This has been nothing but problems.

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ We will call the customer with hopes of making this right by the customer. Thank you.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We were delivered defective ********. Several attempts to repair did not resolve issue and now only option given is return with 25% restocking fee. We were excited that ******** ********* warehouse opened stores in ******* due to quality and reasonable pricing. We are extremely frustrated, however, at the lack of professionalism and desire to repair or replace defective ********. The ******** was recognized as defective and sent for repair only to be returned defective. Numerous phone calls resulted in a ******** ******* team not willing to replace the unit and only offer was a *** restocking fee. I decided to return the total purchase which included a couch and chair since I needed a complete set and reluctently accepted their *** restocking fee. The chair and couch had similar issues with not sitting straight but I didn't feel it was worth hazzling with since the ******** was not being repaired. They then refused to pick up the product because they found a few dog hairs on the product. It has become clear that the ******** ******* team is more interested in deceptive business practices to frustrate a ******** rather than stand behind the products they sell.

Desired Settlement: I want the pieces repaired or replaced or my money returned to me so I can shop somewhere else.

Business Response: Initial Business Response /* (1000, 5, 2015/03/07) */ AFW offered to allow the customer to return the one piece with the bent mech at 25% along with the other two pieces for 30% after months of use. We agreed to fix the mech under warranty. When we agreed to allow the customer to return the complete set it was as long as there were no rips, tears or stains and to be free from pet hair. We found there was a minimal amount of dog hair but more importantly we also found staining which is why we retracted the agreement. Our warranty may be reviewed on our website.

3/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The cushions on a leather sofa purchased in June, 2014 ripped after normal use. AFW repaired the sofa, but stated the damage will probably occur again I'm writing regarding service number XXXXXXXXX with American Furniture Warehouse (AFW). My family purchased a leather sofa from AFW (AFW) in June, 2014 for $1,450. The sofa was the last piece of furniture we purchased from AFW after 16 years of being customers. In late December, 2014, we identified a tear in one of the two seat cushions that opened approximately 1 inch from a seam at the rear of the sofa. Within a week, we found another tear on the second cushion and immediately submitted a warranty claim. A service technician came and identified that the sofa could not be repaired and stated that we would hear from the AFW customer service team in two hours with a resolution. After two hours and three days of silence, we made / sent numerous calls and emails to the AFW contact center asking for information. After four additional days of waiting for AFW to decide what to do, the AFW management team denied our warranty claim without explanation, yet offered to send a leather expert to attempt to repair the damage. After a three week wait, the expert did repair the existing tears, but identified that identical damage will occur through normal use of the sofa due the size of the cushions, how the cushions are attached to the sofa frame and the leather used to construct the sofa. To avoid any additional damage to the sofa, the expert recommended that when using the sofa, we should only sit, avoid reclining, and avoid moving to keep from stressing the leather near the seams. This recommendation for a family room sofa isn't reasonable and doesn't work for our family. We have used the sofa in the exact manner the floor model was staged in the store, as a family sofa in a casual environment where we do sit and recline on it. We were not advised or warned of any use restrictions when we purchased the sofa. If the AFW sales team knew of the recommended restrictions, they withheld that knowledge both when we purchased the sofa and again when it was delivered and set up in our family room in order to complete the sale. We contacted AFW customer service for a final time today to discuss the situation and were told that the sofa was under warranty, but we had to wait until the sofa rips again before anything else could be done. And then, if the sofa is still under warranty at the time, AMF would send out the repair person, again. We want to be reasonable, but we don't want to be left with a poorly designed, sold, and supported piece of furniture that will rip when used in any manner other than a normal fashion.

Desired Settlement: We are asking to return this sofa and find an alternative sofa that can be used in a normal fashion. To date, AMF has been unwilling to accommodate this request.

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ ****** and **** ****** are valued AFW customers so when we got the call that their leather sofa had two different rips between the cushions at different locations we set up a service tech to go out and to look at the sofa with an evaluation to help us determine why the sofa had ripped, and why in different locations. It was determined that it was not due to a manufacturing defect (there were rips along the side and in between the cushions). Once we had the evaluation, (not due to a manufacturing defect, the rips looked to be from something going on in the home). Because this is a truly valued customer, we made arrangements to send out our leather specialist tech **** so that he could make repairs and at no cost what-so-ever to the customer. The repairs look to have corrected the tears, tears that are for the most part "out of sight". As far as our records go, the customer had accepted the repairs at the time we completed them and it is now with concern the customer went to the BBB feeling he had to due to being unhappy with our service. This sofa is not of poor design and should easily stand up to "normal" use...in fact this is one of the better sofas on the market today. If ****** and **** would like to return the sofa I would authorize them to do so with a 15% user fee. The sofa is approximately 9 months old and does show other wear and tear. Initial Consumer Rebuttal /* (2000, 7, 2015/03/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was told that financing my purchase would require a soft credit inquiry. It actually made a hard credit inquiry on my credit report. They lied! I spent $2706.50 today on furniture. I decided to explore the option of financing this purchase through their ***** ***** option. When I asked about this ****** ******* sales associate told me that this would be a soft credit inquiry. After asking him to be sure. ****** made a phone call and came back and told me that it would be a soft inquiry. I use the credit ***** credit monitoring service. After leaving the store, I received a notification that a hard credit inquiry had hit my credit report. I called the customer service line for American Furniture Warehouse. They told me someone from the store would call me back. ****** the store manager called me back and offered to cancel the account and the purchase. However, this would not remove the hard credit inquiry from my account. I need the furniture. My point is that I was lied to in way that impacted my ability to make a of sound mind decision. ****** then transferred me back to customer service where I was told they could do nothing else to help me. After speaking with a store manager at the corporate location (***** ***** he offered me a $100.00 credit. This was not satisfactory to me. I have to deal with the hard credit inquiry on my credit report for two years. This will impact future business decisions and opportunities that I may not qualify for. My issue is that I was lied to in a way that impacted my decision. I could have paid cash, but because I had the option to finance at 0% interest and would not receive a hard credit inquiry, I made the decision to take advantage of this financing option. This is a faulty sales practice and I feel like this major corporation can offer more than a $100.00 credit for something that impacts my financial flexibility as a citizen in the United States of America. I am not rich and this lie has greatly impacted me.

Desired Settlement: I would like this corporation to either comp my purchase or offer me a significant discount.

Business Response: Initial Business Response /* (1000, 6, 2015/03/10) */ This has been quite the turn of events In that we had a customer asking a salesperson if "financing a purchase" would show on his credit report to which our salesperson mistakenly said "no". At that time the customer went through the financing procedures and was approve for financing which the customer used to pay for part of his purchase. Later we received calls from the customer as he was upset that the financing hit his credit report and with that came the demands from the customer (I am now reading he wants free furniture?) along with threats of lawyers and of going to the BBB if we didn't give him a large discount. It was at that time that we cancelled the customer's order, flagged the customer in our system as to "not do business with" and set the customer up with a full refund. We were also able to contact ******* ***** Financing" to which they were kind enough to work with us and told us they could help. ***** ***** emailed us from one of their people; "I conferred with our team. If the customer contacts us to close the account, we can then request to have the bureaus updated. The customer can close the account by calling us or providing us the request in writing. It would be helpful if they can include the request to remove the inquiry as well (while not normal process we can accommodate given the situation). Let me know how else we can help on this!" We are unsure why the customer wanted to finance a purchase and then held us accountable if it hit his credit report (in this day and age you would think everyone would know that what you finance is reflected on a credit report as debt regardless if you had a inquiry or not), however we do feel we did everything we needed to in order to help the customer retain his credit report as it was in addition to a $100.00 credit, and we apologize that we did not understand the situation correctly at the time of sale. Initial Consumer Rebuttal /* (3000, 8, 2015/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have cancelled this account with wells fargo and sent them a letter disputing the hard credit inquiry based on the incorrect information your sales associate received and provided to me. The issue was not with the financing appearing on my credit report. My issue was that it appeared as a hard credit inquiry, which impacts a different aspect of your credit score. There is a such thing as a soft credit inquiry (not impacting your score) and financing taking place. I was not satisfied with a 100 dollar credit and did not feel as though it was equal to a hard credit inquiry being on my credit report for two years and impacting future financial capabilities. Not only did you inconvenience me with the incorrect information about the financing, then you cancelled my order (which I still wanted), you refused to do business with me, and you left me with a hard credit inquiry and a credit account that could only be used at your store. You, Mr. *** **** did not respond to my phone calls or voice messages. Your Director ****** did not respond to my voice mail. ******* the manager at your aurora store was rude and refused to give me a copy of the account information. I feel like you could have done more to accommodate me. I gave your team and organization the opportunity to do what was right. When I declined the 100 dollar credit they asked me what I wanted. I said a 30% discount. My order was then cancelled. You did not want to accommodate. I am asking that you send ***** ***** a letter detailing how you inappropriately misinformed me and request that they remove the credit inquiry. If the credit inquiry is not removed, I will not be satisfied and will seek further options of remedy. It is also interesting to me that when I originally spoke with ****** (manager of the aurora store) after being transferred to her by the customer service department, she did not offer me anything and transferred me back to customer service. It was not until I spoke to the manager at the corporate headquarters that I was offered the 100 dollar credit. When ****** called me back the following day she then also offered me the credit, then immediately cancelled my order. What I have learned from this situation is that your organization is not genuine and that you do not care about the customer. I acknowledge that everyone makes mistakes, but in this case you made the mistake and at every turn, I (the customer) have be penalized and had to deal with your mistake. I spent over 2700 dollars at your store and 100 dollars did not even cover the delivery fee. So I was not attempting to be difficult I just wanted a fair result. It was not my responsibility to determine the level of your incompetence. At what point does your organization as professionals accept responsibility for incorrect information being delivered to the customer. It is irrelevant what you expect people to know, great businesses are honest, and provide quality service and products. You have failed on all of these levels and I will never do business with your organization again. I will also share the situation with as many people as possible so they can understand the level of anguish and inconvenience you have caused for me.

3/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought a sectional couch that the fabric is defective. My husband and I bought three couches from AFW in Littleton, CO. We have had issues with the fabric from our sectional. The fabric has started to bit up and isn't holding up. When we called to get the couch looked at the man came to look at it and took a couple pictures and told me that he hasn't seen this before with the couch. I have been put on hold numerous days to get a call back from their cooperate office in Firestone. ***** was supposed to call me on Monday and then we waited a few days finally got a call Saturday. They are denying us any help with the couch and they are supposed to guarantee their products for up to a year after the purchase date. The lady on the phone said that she "might" be able to get us new covers for the cushions, but that is all she would be able to do. We were never told that this fabric would not hold up for only a few months when we purchased the couch.

Desired Settlement: We would either like a brand new couch or credit towards another couch to purchase.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ We are not finding this customer under this name or phone number at this address or with a sectional purchase. We will have to call the phone number given with hopes of finding the account. Thank you, *** Initial Consumer Rebuttal /* (4200, 14, 2015/02/09) */ I received a call from ***** asking for the information for our account with AFW. I called back and spoke to ***** on January 28, 2015 at 11:31AM. I provided her with the order number and never received a call back. Our order number is XXXXXXXXX. Final Business Response /* (4000, 23, 2015/03/10) */ Referring to the complaint: To say that the product quality has gone down is not a true statement in that we sell hundreds of this set with no problems. Per the service evaluation our tech reported to seeing something that looked like the fabric had been snagged repeatedly although the evaluation stated that the overall appearance of the merchandise has been kept in very good shape. We cant be sure what happens in a customer's home and we don't feel comfortable with trying to find out what is happening in the home or pointing fingers (nor is it our obligation), but rather we look for defects in manufacturing and with this merchandise we were unable to detect a manufacturing defect. If a service tech said that he hadn't seen this before that may mean he hadn't seen it before because there hasn't been customers calling in with this concern. Please keep in mind that the fabric that is used by the manufacture comes in large rolls...one roll will make many sofas, love seats and chairs...so if there is a quality issue it would be on many pieces, and easily documented as a problem if that were the case of the quality going down and if that were to happen we would stand behind the product and in the mean time drop the product from our lineup. Warranty coverage is for manufacturing defects only. Final Consumer Response /* (4200, 25, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fabric is the issue. That has been the issue from the start. Your inspector told me one thing and then wrote different things in the report. I question the honesty of that inspector. I would love to see these pictures of the "snagging" because it is bitting. If you want to see the pictures of the fabric currently I will take a picture. Snagging means that we have holes or thread that is coming up. Once again it is bitting, that is a fabric issue and a quality issue. I bet you have numerous complaints about this fabric and will have more claims. It honestly is a shame to see that this company is not offering the quality that it used to. A couch should last longer than a year! We are looking at months in. As a client, I will not be back. One because of the quality and two you treat your clients VERY POOR!! There is no excuse for how I've been treated. I tell you something to improve your business, but you slap me in the face. Others will leave in silence and that is how a company will fall. Good luck AFW, you need it!!

3/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: purchased box spring and mattress. four months later, the company found that the mattress I purchased was defective. They told me they would pick up the items for a fee. In addition, I was told that there would be a .15%restocking fee on the defective mattress. I questioned them inquiring as how they could charge me for a "restocking fee" on a defective mattress. Their response was that it company policy. My complaint is just that. Why I was required to pay restocking fee for DEFECTIVE MATTRESS? Are they going to restock the defective mattress? It just didn't seem logical. Yes I did pay the restocking fee of $56.00 Product_Or_Service: zenia firm queen mattress/box spring

Desired Settlement: DesiredSettlementID: Other (requires explanation) no settlement requested.

Business Response: Initial Business Response /* (1000, 11, 2015/03/03) */ Looking at the paperwork and evaluation in regards to this mattress warranty I have contacted customer service to refund the fee of $56.00 because the mattress condition in regards to the warranty guidelines was not clear...per evaluation the mattress is in good condition (not a warranty issue). Thank you!!! *** ***** Initial Consumer Rebuttal /* (2000, 13, 2015/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Response was satisfactory and am pleased that they reviewed this complaint and will refund the fee.

3/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Driver used my granite countertop as a work bench. Driver damaged my granite countertop by using it as a workbench, I have tried 4 times to deal with customer service on a resolution but I am always told it is under review. My house is only a month old and its to new to have damage. Sales order # XXXXXXXXX.

Desired Settlement: I would like a commitment in writing that I will be re-embursed for the repair or replacement of my damaged property.

Business Response: Initial Business Response /* (1000, 9, 2015/01/30) */ With the information we gathered we denied the claim (the customer requesting $500.00 for a counter top repair) submitted by the customer saying that our drivers caused damage to the customer's counter top when the information we have said that this customer made the same claim with an previous ******** *********** delivery and the customer had other things on the counter top at the time of our delivery. The customer originally told our driver that it was caused by us and our "packing tape" and then later it was stated by the customer that the damage occurred when our driver dropped a drill on the counter. Our drivers statements stated that the counter was not used by them as a "work bench", and it was an oddity that this customer already made a claim with another delivery company that was made prior to our delivery. Initial Consumer Rebuttal /* (3000, 12, 2015/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ashley did not cause the damage and what I said was Ashley delivered damaged furniture twice and that I was done with them. AFW states I made a claim with another company for the counter damage I would like no see no DEMAND said claim form. I am now being accused of fraud a crimianl offence, been called a lier on the phone and now in writting. Very easy way to see who is lying is let's do a conference call with ****** and see if I did in fact file a claim for counter damage, now it's time to put all the liars in the same room and get to the truth because when you tell the truth you never have to remember a lie, we will see who is lacking in the ethical department. The damage was either caused by the drill bit dropping not the drill or by the driver as he was unwrapping the table legs and dragging them on the counter with the metal studs, its only human nature for the driver to lie as not to get in trouble as this may be a terminatable offence. After reading other complaints on the BBB and Rip off report their response does not surprise me. As for the $500 claim that was a gueestamte I never demanded money all I want is my counter repaired and these people out of my life, I am sure the call was recorded so listen to it. Final Business Response /* (4000, 17, 2015/02/19) */ We stand behind our denial of this customer claim based on the information we have at this time. For any other rebuttals please refer to our first reply. Thank you. Final Consumer Response /* (2000, 19, 2015/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I had the repair done for under $100 it is not worth my time to deal with these people any longer. I will never return to any AFW stores for any reason. They had the chance to have a customer for life but failed.

2/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We have had a sofa for 11 months, and the cushions are already wearing out. The tech said AFW should replace them, and now they refuse to. On December 5, 2014, I called American Furniture Warehouse because the couch that my husband and I purchased for $693.86 in January 2014 (Order #XXXXXXXXX) already had four of the six seat cushions that are no longer comfortable to sit on. After listening to my concern, the customer sales rep promptly helped me set up a time to have a technician come to our home to take a look at the sofa. On December 13, 2014 a technician came to our home to look at the sofa. He was very polite and professional. He took pictures of the sofa, looked at each of the seat cushions, and told us that AFW should replace all of the sofa cushions as they shouldn't have been as worn out as they were after 11 months of use by two adults- who both work full time and are only home in the evenings. He showed us his write up, told us that someone from customer service would call us within 24 hours, and left. Later that day, the customer service representative called. She was very abrupt from the beginning of the phone call. She asked me when I wanted to schedule the repair that would be at my expense. I told her that the technician had indicated that AFW would be replacing the cushions this time, since we were within the one year warranty, but any time after this would be at our expense. She replied by saying that the need for this type of repair is considered "normal", and told me that we'd clearly used the couch and needed to replace the cushions, just like you have to replace tires on a car. I told her that 11 months of light use on tires wouldn't warrant replacement, and she bluntly informed me that I was wrong. I told her I would have to really contemplate investing another $120 into this couch, if it is going be necessary every 11 months per AFW standards. She abruptly ended the conversation. Since I was frustrated, I took some time to process the issue. On January 2, 2015 I called AFW-Co Spgs to try and get a better understanding of what had changed from the technician's perspective, to what the customer sales representative had told me on December 13th. I got a different customer sales representative who listened to my issue, and seemed to agree that 11 months isn't a reasonable amount of time to have sofa cushions wear out, but then told me that the person I had talked to on December 13th was higher up than she was and that she couldn't change anything because of rank. I asked her what my next steps were, and she told me I could call AFW in Denver if I was still not satisfied. I followed her directions, and called AFW in Denver. The customer service representative listened to the situation, apologized, then told me that she couldn't overrule the other store, and that she wasn't sure why I would have been instructed to call them. The Denver rep suggested that I go to the Co Spgs store and ask for a manager. On January 10, 2015, my husband and I went to the Co Spgs AFW store to speak with a manager. One of the sales people on the floor approached us and asked us if we needed any help. Since I had been instructed to ask for a manger, I asked her to get me one. She refused to do so saying that she needed to know why. I told her I needed to discuss furniture quality. She then stated, "No manager is going to come talk to you about the quality of our furniture. I'll call customer service." The sales person, who had become quite unfriendly, then took us to the customer sales department, and we got the same rep that I had talked to on December 13th, who subsequently, gave us the same explanation as before. Eleven months of light use on a sofa, with a one year warranty, should not require the seat cushions to be replaced, and certainly not at my expense. While some of my interactions with the AFW staff were 100% positive, I can't help but feel like my issue has been ignored because one customer sales representative has more power than others and has prevented me from talking to anyone who can help me at the store level.

Desired Settlement: The technician who initially came to our home, photographed the sofa, and discussed the situation with us, indicated that American Furniture Warehouse should replace each of the cores in the sofa cushions, as we had only owned the sofa for 11 months, and were within the one year warranty. We simply want American Furniture Warehouse to follow through with the technician's suggestion, and replace the cushions on our now, one-year old sofa. The "status" of the Colorado Springs American Furniture Warehouse customer service representative who initially called me back on December 13, 2014 has made it impossible for anyone above her to even hear my complaint. After having been given the runaround and being treated disrespectfully by multiple employees, I don't feel like I have any recourse than to turn to someone outside of American Furniture Warehouse. While the cost is only $120, but it shouldn't be me who is paying it, especially considering that the people I have actually spoken to at American Furniture Warehouse have made no indication that it won't be an every year occurrence.

Business Response: Initial Business Response /* (1000, 8, 2015/02/06) */ Cushions will soften with use...our evaluation does indicate that the cushions are softer than brand new but are in good condition. Warranty's do not imply that merchandise (cushion cores) will stay in "like new condition" with use. We find that some customers don't like that cushions break in and become a bit softer as they break in and some customers are not happy if their cushions do not soften to their liking. That being said when we get a call from a customer regarding repairs under warranty work, we look for defects in workmanship and when looking at this customers sofa we found no manufacturing defects in regards to this customer's sofa cushions. A cushion core defect is outlined to be foam that has become brittle or found to have a air pocket within the foam due to a manufacturing defect (standards of the warranty is an industry standard). Foam breaking in and becoming softer or foam that is expected to soften more in the customer's opinion (comfort preferences) is not considered a defect and is not covered under warranty. When customer's prefer a harder seating we can order cushion core foam and replace the cores for the customer with a charge for parts and labor and we offered this to this customer however in this case we opted to waive the labor fee's and only charge for the materials. We apologize that this was not enough to satisfy a valued customer.

2/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Promised a delivery date of items purchased by end of the month. It has now been extended 14 - 30 days without explanation. I purchased a headboard and footboard from American Furniture Warehouse on 1/19/2015 and was given a pick up date of 1/21/2015. The employee who sold the items to me told me it would be delivered no later then the "end of the month." When I called back on 1/29/2015 I was told the items would not even arrive in the store till 2/17/2015. There was no explanation as to why I would have been given incorrect information during the time of my purchase. I have a guest coming into town the week of FEB 14th and the main reason for purchasing this item was that I was told it would arrive in time. I believe the AFW employee purposely mislead me in order to buy this item. I am now left with paying for something I have not going to receive for almost another month and no where for my guest to sleep.

Desired Settlement: I want either my item expedited to arrive by my promised date or a discount on my purchase.

Business Response: Initial Business Response /* (1000, 5, 2015/02/04) */ 2-4-15 The merchandise came in and the customer picked it up on 2-2-15. We apologize that we didn't communicate better with the customer regarding the back order status and that the customer had to be the one to call us rather than us calling him. We will work hard to make sure we are doing a better job of this through continued training. We have merchandise coming in everyday of the week and all merchandise is tied to a purchase order, once a customer makes a purchase their order commits their purchase to them on a first come first served basis...if it is in stock or on a back ordered status. There have been Port of Entry delays on the U.S. West Coast so with that being said back order dates have been a bit confusing (due to continuing status changes) but we still want our salespeople to keep in contact with our customers to keep them updated. In this case the merchandise arrived on the approximate arrival date but we failed to keep in contact with the customer as we should have. Our apologies to this valued customer, and we are happy the merchandise came in and the customer was able to come by and pick it up.

2/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: American Furniture Warehouse did not give promised credit for damaged item. Order date: 9/20/2014 Sales rep: ******* ***** Model - DXXXXXX - Palladia Credenza (Sauder) Original purchase price: $298.00 Payment method: AFW store credit card Item delivered to us was damaged, and not the same item we picked out in store. AFW said they located a new item in their warehouse and would deliver to us the next week, and pick up the wrong item that they had already delivered. Item brought to us the 2nd time was not new, but was a floor model with heavy scratches and not put together well. AFW's corporate customer service said that they would give us a credit if we decided to keep the 1st item delivered to us, as they did not have anymore of that model in stock. Waited a month and credit was not put on our store credit card as promised. Called the AFW located in *******, AZ as that's where they item was purchased, and they confirmed they saw the notes on my account regarding a credit, and that it would appear after my next billing cycle. Credit did not appear. It has been over 3 months now, and I am still disputing this with AFW. Spoke with corporate customer service tonight, and they claim there are no notes in my account about receiving a credit. Customer service in both the *******, ** office and the corporate CO office has been a horrible experience. The notes on my account are never reflected the same in either office. I am given confirmation from *******'s customer service that they see a pending credit, and told from Corporate's office that they don't see any notes about it. (Even though the Corporate office is the one who offered me the credit).

Desired Settlement: I am asking that AFW honor what they said, and issue a credit to my AFW credit card through wells fargo.

Business Response: Initial Business Response /* (1000, 5, 2015/01/16) */ After reading this complaint on behalf of American Furniture Warehouse and myself I would like to apologize for the multiple mix ups on our part...we called the customer to address the customer's concerns and we feel we were able to meet the customers expectations at the time of the call. Thank you! *** *****

1/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Failed to deliver my items twice and they won't give me my full refund. I was promised a full refund by the store manager. I chose a couch and a coffee table online and sent my father to the store on s. ******* with the item numbers to place my order for me on 1/17/2015. He worked with *************** who took the order, order #*********. The items were scheduled to be delivered on 1/19/2015. The drivers came and looked at the area of where the furniture was going and refused to even try to move the items in. They were at my home for just a fee minutes and did not even t

Desired Settlement: I chose 2 items online and sent my dad in to the store on s.******** with the item numbers to place the order on 1/17/2015. Order #********* and the sales associate was ***************. The order was set to be delivered on 1/19/2015 and when the drivers got to my home they absolutely refused to deliver it. They brought my couch into the garage, and just said No they can't fit it. We had measured the area before hand it it would have fit. So we called the store who suggested I come in and chose something with a sales ***** who would help me choose something smaller. I had just had heart surgery on 1/16/2015 and I am on nearest but intent in anyway because I am in desperate need of a couch to sleep Oh since I cannot sleep in my bed at this time. So on 1/19/2015 my father, daughter and I went into the store on s. ********* which was closer to **** and we met with *********** a manager at the store. She got me a cart tonsure in because I could not walk and we proceeded to explain to her the whole situation. She was so helpful to ********* and helped me pick out an even smaller couch that would surely fit in my home. We went over my homes measurements several times and she assured me that if they refuse to deliver my items this time that I would have a free couch because this service was unacceptable in her own words. She gave me her card and told me to call her if there was any problem. So on 1/21/2015 the second delivery truck came and they were so much worse than the first drivers. They brought the couch down mustard then said they couldn't move it anymore. They took it back out ***** truck and said not only were they not bringing my items in even though they were almost in the space we asked for it to be but now they were charging me 10% in damages! The drivers brushed up on the wall with the couch and the plastic on the couch got some paint dust on it which ***** wiped off and the driver said that's fine, there's actually No damage but took pictures anyway. I then called corporate headquarters after they left with my items again and at this point just wanted my money back so I could find furniture elsewhere because I really need a couch still. I spoke to 2 different women at corporate who said that they would not refund myfull amount and they were also charging me for damages! I explained everything but the first women was raising her voice telling me that one of her associates would never tell me that I would have a free couch if inhabitants any more problems. I have 2 witnesses who were right there when *********** said this to me. They refused to honor their employees offer and I really just want my money back at this point. Inhale shopped with **************************** for over 20 years and they have never treated me in such a way. ********* had heart surgery and this stress is not good for me. I just want them to be fair and gave me my money back, please.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ We will make sure this customer gets a full refund. Thank you, ********** Initial Consumer Rebuttal /* (2000, 7, 2015/01/26) */ (The consumer indicated he/she ******** the response from the business.) This is all I asked for from the beginning. I appreciate being able to receive my refund. *** was very helpful in resolving this issue with me. Thank you.

1/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a sofa & love seat on 8/8/2014. It has been less than 6months and its already falling apart. On 8/8/2014 I purchased a sofa & love seat. On 12/13/2014 I noticed the staples were coming out from the back of the sofa because I pricked my finger on them. On 12/27/2014 someone came and repaired it. Now yesterday (1/5/2015) I notice the staples are coming out the side of the love seat. And someone it not going to repair it till 1/17/2015. I only had this furniture for 5 months and I dont appreciate that its falling apart all ready. The furniture was poorly made and not worth the price I paid. I would like some sort of a partial refund.

Desired Settlement: I would like a partial refund.

Business Response: Initial Business Response /* (1000, 8, 2015/01/23) */ We went out and repaired the sofa 1-17-15 (the side panel coming loose). The work was completely covered under warranty and no charge to the customer. We opted to repair the furniture under warranty rather than discounting the furniture. Thank you, *** ***** Initial Consumer Rebuttal /* (3000, 10, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The furniture was poorly put together by the manufacture and keeps coming loose. First the back came loose now the side. Whats going to happen next! Its easy to say repairs are covered under warranty but what about when the warranty expires then Im stuck with a piece of junk I paid $800 for. So thats why I would like a partial refund the furniture is not worth the price because it was poorly made.

1/9/2015 Problems with Product/Service
12/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a love seat and it has broken not even 24 hours after delivery. I purchased significant furniture for our new house. I received some of the furniture on 12/16/14 at approximately 4 pm. On 12/17/14 at approximately 11 am the love seat no longer reclines, this is less than 24 hours after delivery. I call the customer support and an told it will take till 12/27/14 to have anyone come and fix it. The order number is XXXXXXXXX, purchase price $429 plus tax and shipping. Customer service also informed me that they cannot replace the damaged furniture since I put scotch guard on it, a service that the company does not provide. I was also never given any documentation stating that a warranty would be voided or any bill of sale.

Desired Settlement: I want the company to replace the love seat or have it fixed immediately since I have not had possession of it for 24 hours at the time of the defect.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ We have a service tech going out today to fix the cable (reattach) or to replace the cable if necessary. On behalf of American Furniture Warehouse and myself I apologize for the inconvenience and the way this was handled. We could have done better and with that we will use this objection to further train our staff. Thank you, *** ***** Initial Consumer Rebuttal /* (2000, 7, 2014/12/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) The love seat was fixed. I hope you do train your customer service staff. Thank you. Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday

12/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Furniture damaged and company forcing return all the way back to denver. My wife and I were in the Denver area, for the day, yesterday and decided to look at furniture at AFW. We decided to purchase a piece of furniture from the store to take it back with us. After removing said piece of furniture from the packaging it was discovered that the back was torn and not properly secured to frame of the furniture. After speaking with the customer service, they refused to send someone out to fix it and told me that I would have to drive the 120 miles, round trip, to exchange the furniture.

Desired Settlement: Since I was given a defective product, I either want someone to come fix the back, bring a replacement piece of furniture to me, or refund my purchase.

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ Looking at the customer information, there was a single barstool purchased that the customer picked up...if the customer found damage once they got home, we would allow them to bring back the chair for a replacement even though we are unsure to how the damage occurred. We have more chairs on the show floor at our Colorado Springs location (20 miles from the customer) or at our Compark (warehouse) location (64 miles) whichever suites the customer best. Initial Consumer Rebuttal /* (3000, 7, 2014/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The defective product was the porter media chest not the bar stools. Sales order #XXXXXXXXX I'm not going to deal with loading it back in my car and driving it all the way back up to Denver. Final Business Response /* (4000, 9, 2014/12/17) */ We will call the customer with hopes of resolving this with them, the good news is that we do have more merchandise in stock. *** AFW Final Consumer Response /* (2000, 11, 2014/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Was sold defective furniture. Not willing to replace. Bought a three piece living room set in the end of January 2014 which included a couch, loveseat and chair. Within the first two weeks some of the stitching on the back cushions had come completely undone. I had never been unhappy with any of my previous purchases and decided that it was not enough of an issue to call and complain. By April,the spring from one of the cushions of the couch had broken and was pushing through making that particular cushion unusable. Now I have had the furniture a total of ten months and the spring has broken on all cushions of all three pieces. The armrests are also coming loose. I called customer service about the couches and I was told the only thing that they could do for me was to pick the furniture up from my house and keep each piece for approximately one week to repair the springs. I feel that this is unacceptable for one, because these items have been falling apart since they were delivered to my home and I don't want to have to repeatedly send my furniture in for repairs because it's defective. Secondly,condition of this furniture is already affecting my daily life because it is unusable but now I am forced to change my Thanksgiving plans because I now have nowhere to seat myself much less my visiting family. I don't have a spare set of furniture just laying around and I feel that AFW just expects me to be ok with all of this as they have offered me no compensation, discount, store credit or even an apology. I was told by a service writer who has never actually seen my furniture that they could not replace anything because there was obvious pet damage. There is absolutely no damage to the furniture that was caused by my fifteen lb dog. They do look absolutely horrible but you will not find anything that was caused by normal use.

Desired Settlement: I have read complaints left by other consumers with very similar issues who were allowed to have their defective furniture replaced with something of their choosing. I Should be treated with the same courtesy and fair customer service practices. This whole ordeal has been and continues to be very inconvenient. I very much would like to be able to remain a loyal AFW customer.

Business Response: Initial Business Response /* (1000, 6, 2014/11/29) */ We have made the offer to pick up the sofa, bring it into our shop and to make the needed repairs under warranty and at no charge to the customer to which the customer wasn't happy with. This sofa was evaluated as having "heavy use" along with dog hair however I found nothing saying that we had referred to dog damage (other than dog hair). The customer has had the sofa set since last January so it is still under warranty for repairs, however the warranty does not imply that the customer is entitled to new furniture. We apologize that the customer is unhappy with the option to repair at no cost to the customer.

12/16/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased a new couch and recliner from American furniture warehouse. The loading guys put the recliner into pieces in the backseat of my truck. When I got home and took the recliner out of my truck I noticed that there was a tear in my leather seat that was not there prior to them loading the recliner into my truck. After putting the recliner together and sitting in it the whole bottom fell completely onto my floor. When I called the Company they advised me that they did not service my area so I would have to bring the chair back to them which was two hours away from my home in order to do anything. I filed a complaint that they did damage to my vehicle and after submitting pictures and having them watch the surveillance video I received a call saying that there still was not enough proof that they in fact damaged my seat. The lady that I spoke to over the phone said she did acknowledge that they pushed the recliner into my backseat but that there was still no proof that the tear was not there before they pushed it into my vehicle. She told me that she would not do anything further Their would be no repairs done and that she was sorry but AFW would not repair my torn seat. If I damaged something in their store I would have to pay for it, so why do they get to damage my things and not have to pay for it? I then told the lady that instead of damaging people's vehicles they should offer a delivery service so that way if something got damaged it would be their vehicles being damaged and not the customers. Her response was we do offer delivery and that is true but only to certain area and at the customers expense. They would not deliver to my house, nor would they fix the broken chair they sold me. I had to bring it back to them two hours away... I will never do business with AFW again. Product_Or_Service: Furniture

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the seat in my truck fixed/repaired.

Business Response: Initial Business Response /* (1000, 6, 2014/11/25) */ The customer had merchandise loaded into her vehicle at the Gilbert loading dock on 11/09/14. The customer called on 11/10/14 to claim the leather seats to her vehicle were damaged from the loading personnel. We have reviewed the video made available from the loading dock, which does not show the load out to be difficult. We called the customer and explained that there is no evidence to suggest our employees caused the damage. We do not know if the damage was prior to the customer visiting our facility, during the load out or when the customer removed the furniture from her vehicle. We then explained to the customer that there are signs posted at the loading docks stipulating that American Furniture Warehouse is not responsible for the merchandise or your vehicle due to loading or unloading at the customer's request. With no valid evidence American Furniture Warehouse employees caused damage, the claim was denied. If a customer comes to our store and makes a purchase and takes it home to find a problem with the merchandise, as long as the concerns are due to a manufacturing defect covered under warranty, we will stand behind the product and in cases like this it would be up to the customer to bring it back. We do have a delivery service and even though we deliver almost anywhere, there are areas that we don't (for example; the area is remote, or our large trucks cannot maneuver the roadway). I should mention that if a customer takes their merchandise with them; we don't automatically provide a free pick up/delivery service. Initial Consumer Rebuttal /* (3000, 8, 2014/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say that they are not responsible for damage if they load the merchandise, however, I tried to load myself an also use my own straps to sucre it in my truck and I was told to let them do it. Even if I wanted to do it myself I was not able to. AFW says there is no proof they did or didn't damage my vehicle seat, they are not saying they have proof they did NOT damage my seat. Due to the fact that they cannot prove they did no damage I would expect to be met in the middle and have them take at least 50 percent responsibility. My time is valuable and if my property was not damages by AFW I would not be wasting my time . If the video was watched like AFW said and compared to my damaged seat picture that was summited they should clearly see that the direction of the tear is conclusive with the direction of which the chair was loaded into my truck. It could not have been torn pulling the chair out, or the tear would go the opposite direction of what it does I believe the evidence is clear, damage was caused loading. Final Business Response /* (4000, 12, 2014/11/28) */ From: *** ***** (mailto:******@afwonline.com) Sent: Friday, November 28, XXXX XX:XX AM To: 'Better Business Bureau' Subject: RE: BBB Complaint Case# 75233419 (Ref#XX-XXXX-XXXXXXXX-X-XXXX) As you requested...please see attachments *******. The pickup agreement should be read and filled out and signed by every customer at the time of purchase and we have it posted on the wall in the store as well. I sent you the picture that it is posted at the store referred to in the Customer pick up area. Thank you, *** ***** Customer Service Director American Furniture Warehouse **** ***** ****** ********* ** XXXXX Direct - XXX-XXX-XXXX Cell - XXX-XXX-XXXX Email - ******@afwonline.com

12/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Discrimination by salesperson, mistreatment by customer service, yelled at and demeaned by management. On Friday, November 28, I visited the Colorado Springs American Furniture Warehouse. Sales associate ******* ******* attempted to assist my family in the purchase of a sofa. We knew precisely the one we wanted after having found it online but wanted to support the store, so went in, and Ireland immediately treated us as if we did not know what we were talking about and attempted to sell us a different sofa. When I pulled up the actual sofa online, he finally entered the SKU number and found it in the system. He was clearly embarrassed by his incompetence and began to treat us quite poorly. He told us we could save $60-$70 by picking up the sofa from their warehouse that day, so while my husband went to measure our vehicle, I stayed behind; as Ireland also told us there were only 2 left and we needed to purchase the sofa to "hold" it. When it was rung up, I questioned why the cost was so high if we saved $60-$70. Ireland smiled condescendingly and said it was MY misunderstanding - that if we picked it up ourselves, it would save us the delivery charge. I told him that is not what he said and he continued smiling saying it was MY mistake for misunderstanding him. He then muttered a sexist remark under his breath and what sounded like a racial slur (driving slant or something). I immediately requested to speak to customer service and he followed me down there without my knowing. The customer service lady was speaking with another customer service lady and looked very irritated I was interrupting their conversation. As I began to speak, I noticed someone standing close behind me - Ireland gesturing to the customer service lady, who then became very rude suddenly to me telling me it is against the law to refund my money and even if they did, it would take 2-3 weeks to receive the money back. When I said it was against the law NOT to refund my money, she went to speak with the "store manager," and then returned after a very long wait, only to be even more angry and aggressive saying they could not refund my money or help me at all. As I was leaving I called the 1-800 customer service number on my receipt. She was apologetic and kind, but said customer complaints had to be handled at the Colorado Springs location. I was transferred back to the store, where *****, the "manager" continued to tell me he would not refund my money, would not compensate me, and felt no need to speak with the customer service person as he was present for that interaction (which was a complete lie). He also kept talking over me in a raised voice lying, saying things like, 'This conversation is over due to your foul language!' and when I finally gave up and said, 'Fine, don't refund my money, I want this sofa,' in a raised voice, he continued repeating over and over, 'I am refunding your money! I am refunding your money! I am refunding your money!' several times (probably 7 or 8) - I had to hand the phone to my husband who had to yell at him to get him to stop yelling at me. So scary and disturbing to hear "management" treating a customer like this. It was obvious he was abusing his power and only going to do what I asked him not to do as they all refused to refund my money until I said I did not want them to, then ***** yelled at me that he was refunding my money and "flagged" our account so we can no longer shop at AFW - not that we ever would anyways. I am appalled by the incompetent and racist and discriminating sales people, the lack of customer service in the store, and the unprofessional, unethical, and power-abusing management in American Furniture Warehouse. Such a disappointment that a store like this exists.

Desired Settlement: I want the sofa I purchased with the $60-$70 off that was originally offered by the sales associate. I want the store inspected for these unethical and harassing practices and new management. Colorado Springs Police Department encouraged us to take American Furniture Warehouse to court for the discrimination and harassment we encountered - I would like to pursues civil lawsuit at the expense of American Furniture Warehouse.

Business Response: Initial Business Response /* (1000, 6, 2014/12/09) */ I don't feel that a "he said she said" reply would be appropriate, however I will say that our documentation in regards to this customer and what was said is very much different from what was stated here in this BBB complaint. In our 35 plus years in business and now as the biggest privately own business in Colorado it has always been our way of doing business to not offer additional discounts as we already sell furniture at the best prices...or in other words we already have discounted the furniture in our everyday pricing. We are not the furniture store that tells customers that if you buy today, (high pressure selling) that we will add a discount to your purchase (of course we will tell customers the difference in price with or without a delivery fee). To say we told a customer that it is against the law to refund them their money on a purchase without the customer taking possession would be questionable to say the least. One policy we do adhere to is that we ask that our customers be "nice" so when a customer becomes belligerent and unruly at the time of sale, we will always offer the customer their money back and ask the customer to shop somewhere else which we did in this case and the refund has been set up along with flagging the customer (under the name and customer number) as "do not do business with". We understand that not "all" customers like this policy but we are confident they can find another store better to their liking. When we set up a refund it is depending on how the customer paid (cash or credit card), but either way it only takes a few days (5-7) for the customer to receive the refund due to having a refund check processed or to have the customer's credit card bank process the refund. Initial Consumer Rebuttal /* (3000, 8, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think it is a great policy that you ask your customers be "nice," but what about employees? No human is going to be "belligerent" and "unruly" without an antecedent, which is the picture being missed here. No one has taken responsibility for American Furniture Warehouse's salesman's behavior, which was unacceptable and offensive. Before getting to the point of being "belligerent" and "unruly" no one would listen to my complaint, which is why it has gone this far. All I ever wanted was someone who actually listened to my complaint, saw the seriousness in it, and gave a sincere apology. I never once received any of those things from the salesman himself, the lady in customer service, or the "store manager." To have such little concern or care for the customer experience is disheartening and what is wrong with sales in our society today. While you make a good point about the longevity of your business and how large AFW has become, I would like to pose some questions: how many stores does AFW have in the Denver area? How many in Colorado Springs? Do most products still have to be shipped from the Denver warehouse? What BBB rating does the Colorado Springs store have? To respond with a point, AFW seems to be a great store with some adequate cheap products at very cheap prices. No one can dispute this. However, I would venture a guess that the stores in the Denver area are where the professionals are placed to work, especially management. It is completely crooked that the Colorado Springs store handles Colorado Springs complaints, as my husband spoke with the "manager" face to face who was completely unprofessional and had no civility or customer service practice. I would also venture a guess that this is not the typical practice of AFW, but we have limited experience with the stores in the Denver area. Bottom line: Did your salesman lie about there being an additional discount? Yes. (Which you claim to be illegal) Did he mistreat and offend us? Yes. Was the customer service lady unprofessional and unhelpful and uncaring? Yes, all of the above. Did the "store manager" talk over me in my phone call and raise his voice at me? Yes. Was anything offered to us to make up for that unfortunate experience? Absolutely not - the store manager turned the situation around to make it look like our fault, closing our account due to some made-up reason. Really just to exert power over the customer which is also a giant indicator of the lack of professionalism at the CS AFW. Would just like to reiterate that no one is going to become "belligerent" or "unruly" without an antecedent. Perhaps a good time to look at what was truly said and the behavior by your sales employee, since that is what continues to get brushed aside. We no longer want your furniture - we bought quality furniture elsewhere, but we want our account reinstated so if we want cheap furniture in the future (perfect for dogs and a toddler), we have the option to go to one of the Denver stores to purchase it. We will never go back to the Colorado Springs store. That is all we ask. Thank you.

10/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Refund not done, lack of concern for saling cheap furniture. Terrible customer care and service. Customer service promised to accommodate me in the forms of the following; delivery fees being refund for a total of $57.30 and u would get a call back from a manager in regards to my broken couch issue. I never got a call back so a week later I contacted the store directly. I went into the Aurora Showroom And was totally offended by the customer care of the gentleman who I ordered with. He was basically accusing me of my couch breaking on my own since I came in a week after it was delivered. Yet I called the day after it was delivered. I ordered a chaise couch that had a broken wood piece in the back of the couch. Not only that all my chairs to my table were poorly put together. When delivered they had already had the chairs assembled. Yet all of them wobbled. I was so furious with this sales man he told me to call customer service yet again because they said they would issue the refund. I should have stayed and demanded to talk to someone hirer but I was so upset with dealing with him I didn't want to have to deal with another clueless and unhelpful associate. I called right away in the car to customer service who told me they had no record of me calling but would refund my account the delivery fee and also the chase amount of $448.00 and the table set of $249.00. At the time I was 7 months pregnant. Since the issue was to be resolved I went on to have my child. Three months later we were reviewing our records and did not see any refunds credit back to the card. I was again yet stressed and highly upset. I called customer service again and this time I was told that since my aunt used her cars to purchase the merchandise I was unable to make a complaint. As if they did not see my first two calls and/or the refund. At this point I wanted to scream. This issue has caused so much stress on me and my family it's ridicules. I have shopped here for years me and my family and used to highly recommend their store to others. I will never again see myself doing that again due to the issue that I have had with them. The order was made 05/28/13. Sales order #163212676 at the Aurora Showroom colorado.

Desired Settlement: A refunded as promised and owed for a total of $754.30.

Business Response: Initial Business Response /* (1000, 5, 2014/10/09) */ I apologize that I am not seeing any records other than a $66 dollar purchase made 2-15-12 under the name and phone number given by this customer ( at a different address and under a additional customer number), that shows any activity for this customer in regards to the order she has given us in this complaint. We don't show that the customer contacted us at all at anytime, and as I look at our records; I am only seeing that the purchase was delivered almost a year and a half ago, it was delivered and it was paid for by credit card and that is all. No other comments or activity. Because Tavonne Shazier mentioned she contacted us a few times and talked to a few AFW employee's and that I find no records whatsoever I think it is best if she calls our customer service which handles warranty issues along with merchandise complaints and we go from there at 303-289-3300. Note: Refunding the delivery fee after such a long time of having the merchandise or refunding the amount paid for the merchandise without her returning it doesn't sound like anything we would have ever agreed upon, what we would have done when she reported at problem a week after delivery would be to have offered a refund for the return of the merchandise. We also have a "in home" service tech option which be more suitable for customers contacting us long after a delivery is made with a warranty complaint (the warranty here would be 1 year)...the tech (at no charge for the visit to evaluate the merchandise)would be scheduled to come out to see the merchandise and evaluate the situation, look at the condition of the merchandise (and fix on site if possible), and with this evaluation we would determine what options we have available to resolve the customer's concerns. **** When we do give refunds or discounts it goes back to the credit card that was used at the time of purchase. Rob Naish Initial Consumer Rebuttal /* (3000, 7, 2014/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a prime example of how you guys do not read or listen to the customer. In my initial response in my complaint I included the sales order. I also included the information that this was purchased under my aunts card which is also in America furniture warehouse card. I am very upset that nothing was done properly and that I had to wait this long to get a response only because the credit card was not credited properly. It was not to be refund it back on my credit card it was to be refunded back of my aunts credit card again as I have explained several times. On the receipt is my information that I have provided my name and address. If you are unable to find this information with the sales order I think it opens that you guys have a terrible system and just shows how terrible your customer services. At this point I'm terrified that I might have to get a lawyer. I have all documentations all information of showing that I called into the customer service line. I feel like I have been played I have been lied to and I just want this resolved. I refuse to keep contacting the customer service line when they are not helpful. If they cannot be resolved then I do think I need to go step further in reach out to somebody who could handle this issue better. Final Business Response /* (4000, 9, 2014/10/17) */ My apologies...I didn't word it correctly and my reply was confusing...please allow me to try and clarify what I tried to say. I looked at the order that was given in the complaint and found no records of the customer calling us or contacting us whatsoever. I looked for other purchases made by the customer as I researched the complaint just to make sure we hadn't put comments in an other purchase or under an additional customer number we may have had in addition to the order number given. I looked under every customer number and order number I could find for this customer and found nothing in our records showing any activity in regards to this customer contacting us in anyway. Reading the BBB complaint was the first contact we have on record in regards to the customer not being happy with the purchase. Referring back to my original response I think it is still a valid response in hopes of resolving this issue: "Because Tavonne Shazier mentioned she contacted us a few times and talked to a few AFW employee's and that I find no records whatsoever I think it is best if she calls our customer service which handles warranty issues along with merchandise complaints and we go from there at 303-289-3300. Note: Refunding the delivery fee after such a long time of having the merchandise or refunding the amount paid for the merchandise without her returning it doesn't sound like anything we would have ever agreed upon, what we would have done when she reported at problem a week after delivery would be to have offered a refund for the return of the merchandise. We also have a "in home" service tech option which be more suitable for customers contacting us long after a delivery is made with a warranty complaint (the warranty here would be 1 year)...the tech (at no charge for the visit to evaluate the merchandise)would be scheduled to come out to see the merchandise and evaluate the situation, look at the condition of the merchandise (and fix on site if possible), and with this evaluation we would determine what options we have available to resolve the customer's concerns. **** When we do give refunds or discounts it goes back to the credit card that was used at the time of purchase. Rob Naish"

10/28/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I went to the Colorado springs store XX-XX-XXXX for a table I purchased on XX-XX-XX and they told me that I could pick another table and they would return Sedona Counter Height Table I have. They don't have anything else I wanted I want this table which is why I purchased it in the first place. I original purchased this table on the AFW credit card my total sale was $1,068.77. AFW will not replace the table they will send out a service person who may or may not be able to fix it, or they will pick it up and I have to take time off of work to meant their delivery people. I have a photo of the tag on the table that states AFE guarantees their products. If that is the case why are not replacing this table with another one of the same type? ******** the customer service manager in Colorado Springs was rude and not helpful, when I asked for a manager she went and got the sales floor manager who told me he couldn't help me that I needed to deal with her. They make their people make sure that you measure and explain big furniture however that was never done with a slate table. I've purchased SEVERAL items with in the past 45 days and only having an issue with the last item I purchased.

Desired Settlement: I want the table replaced with the exact same table that I have. Or if they want to come pick it up they need to do it on my schedule or pay me for my time off work to deal with this issue.

Business Response: Initial Business Response /* (1000, 11, 2014/10/28) */ I was just reading this complaint when I read in our records that the table issue had been keyed for an exchange and then when I refreshed my browser I see that you had just said that this issue was resolved. Thank you ******! *** ***** AFW Initial Consumer Rebuttal /* (2000, 13, 2014/10/28) */ See more info from consumer dated 10/28

10/20/2014 Guarantee/Warranty Issues
10/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I bought an expensive sectional couch that is cheaply made. AFW is not standing behind their product. Purchased ~ 09/2012 under my daughter ******** ************ The sectional is the one with two recliners and a lounger with heat/ massage and motion Not sure exactly how much the couch cost but it is in the range of around $2000. I called today to either get warranty repair or get a replacement couch due to the substandard quality of the furniture. I was told AFW does not warranty the cushions past one year even though it has had this issue prior. Asked to speak to someone at the next management level and was transferred to **** ****** **** ***** identified himself as the MOD and told me that there is nothing he could do so I asked to speak to whoever he reports to. He mentioned that he would not be transferring me and that there is nothing I can do at this point. I asked if he reports directly to **** **** to which he reported that he does. At this point, all I want is replacement product to this one. I feel even I were able to get a warranty repair that it will only be a temporary fix. I am actually also really surprised that the employees are not able to fix issues and rather just point out warranty periods. I have come to depend on AFW having the furniture I am looking for but I am ready to find another provider at this point. I can be reached at XXX-XXX-XXXX and that should be the number that the sectional is under except for using my daughter's name.

Desired Settlement: I propose a replacement set that is comparable in price to the current substandard sectional. Short of that< I am willing to not spend another dollar at AFW and will share my experience with others.

Business Response: Initial Business Response /* (1000, 5, 2014/10/10) */ The customer's (Father?) original complaint in April of 2013 on the sectional purchased 9-5-12 was that the cushions soften with use, which he was not happy (all cushions from all manufactures soften with use)at which time he had requested that we "fix the problem", which would mean we would need to replace the cushion cores (even though the warranty does not cover merchandise in a way that says the manufacture guarantees the merchandise will stay in a "like new condition after use" nor does the warranty imply that there is a "maintenance program" provided by the warranty. Under the one year warranty we replaced cushion cores as requested, in our effort to meet the customers request. Now a year and 3 months out of warranty the customer to my knowledge is asking we do additional work on the sectional to which we explained we could, but we would charge for the parts and labor. So with my apologies I do refer to the warranty as not only is the warranty a year warranty indicating that the merchandise is out of warranty; the warranty does not cover "wear and tear"...the warranty when valid covers problems due to manufacturing defects. Initial Consumer Rebuttal /* (3000, 7, 2014/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) It appears the same person I talked on the phoneo is responding to this compliant. The issue is not just that the cushions soften but that they go completely flat. The first time it happened, I was instructed that my family might sit on the couch too often.(I am the father and my daughter had used her credit card to purchase the couch for me because I did not have mine with me at the time) When my daughter and I purchased this couch, I specifically asked what the warranty period was and seem to remember seven years. I understand I am now being told it was only for one year but the issue is the same that the cushions continue to go flat on an expensive couch. This conversation would not be happening if these were inexpensive furniture pieces. I remain steadfast in my request that the business "replace" or refund the amount of purchase so another sofa can be purchased to replace this "defective" unit or I am also fine with keeping this compliant active for others to see. I am also willing to not make any further purchases from this business and will let my friends and family know to be cautious as well when purchasing from AFW. There was a day when AFW was customer focused and now perhaps has lost that strength as evidenced with the response here.

10/10/2014 Problems with Product/Service
10/7/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I bought a TV stand on Sunday 9/21/2014 and when I got home and opened the box found it to be damaged. On 9/21/2014 I bought a TV stand and when I got home and opened the box I found numerous scratches on the several of the parts. I called to see about an exchange because I didn't want a damaged TV stand that I had just bought new. I was told once I opened the box it was non refundable. No one ever said that anything bought was non refundable once the box was open. how can anyone know what a product looks like when in a box with all the packing trash.

Desired Settlement: I want them to tell people that once you leave the store the merchandise is as is no exceptions.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ The T.V. Stand is a "Ready to Assemble" T.V. stand. Reading the comments referring to when the customer called in, we were told by the customer that the T.V. stand was completely assembled by the customer and once they had and then sat the T.V. on the stand at which time the customer noticed scratches all over the stand. We declined the authorization to return due to scratches as we felt the customer had caused the damage during assembly as they had not noticed it until afterward. The denial wasn't due to just having had opened the box.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Not delivered on time. Delivered a broken product. Did not show up to replace broken product. My experience with American Warehouse Furniture has been less than pleasant. 1) I was given a window between 4:45pm and 7:15pm for delivery. At 7:15pm I had to call AMF to find out what was going on because no one had called nor shown up. They said that their PHX team was new and running an hour behind. The delivery guys did not show up until 10:30pm...much longer than an hour behind...and my delivery window was 3x the promised amount of time. 2) The table top is broken. The poor guys who delivered it offered to take it back right away...but given that they still had more deliveries to fulfill, I told them I would call customer service in the morning. I called to report this to customer service the next morning and was promised a replacement table on Friday, September 5, 2014 at 1pm. As of 2:30pm the table has not been delivered nor has AFW called...nor have they been able to respond to my questions about what is going on. 3) They set their delivery drivers up to fail. The amount of deliveries demanded of their staff is obviously too much (especially for a new store, with new team members). I am appalled at the failure that AFW is as an employer. At this point I have sat around, on two separate days, for over (8) eight hours...and have a broken product. This is a breech of the sales agreement AFW made with me. I would like this resolved and since AFW is not capable of providing the resolution, I am asking for the BBB's help.

Desired Settlement: - Replacement of table with one that is not broken - Delivered and set up within the window of time they commit to - Partial refund for the inconvenience and time wasted (Had I not shown up or been late...they would have charged me extra delivery fees and a restocking fee.)

Business Response: Initial Business Response /* (1000, 7, 2014/09/10) */ As I understand it; AFW customer service manager ***** ****** spoke to ********* and at some level ********* was good with what was said and then mentioned to ***** that she would be retracting the BBB complaint she had just sent in. That being said, after reading the BBB complaint ***** called ********* to make sure we were still ok and was only able to leave phone messages to please give us a call back (we received the BBB complaint after talking to *********.... When talking to ********* she let us know she had just sent the complaint to the BBB). So at this time we are hoping that this complaint is resolved.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We received a couch that exhibited damage after less than a hour of use. We called and arranged a exchange. They reneged We purchased a couch to that was delivered on 9-4-14. Visually the couch looks good but after sitting on it for a hour I noticed that it was lopsided and tilted down to the right on the right hand side. The couch caused significant back pain. My wife called the customer service number on Saturday 9-6 and expressed our complaint and concern. We were told that the couch would be exchanged for a replacement on Monday 9-6. The delivery drivers arrived and entered the house. The driver sat in the couch for about 5 seconds and said that he didn't see a problem. I explained to him my concerns and told him that we were promised a exchange. He looked at the couch and said that we would have to pay a 15% restocking fee to him in order to get a replacement. I told him that this was not what was told to us over the phone by customer service and I asked to speak to supervisor. The driver walked outside and made a phone call. Approximately 3 minutes later the entire delivery crew got into their truck and drive away without explanation.

Desired Settlement: All I want is a replacement for the damaged couch. There is a defect and I want a item that works correctly.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ The drivers did not pick up the original loveseat on 9-8-14 due to "dog hair"; 9-9-14 the customer had sent us pictures that the loveseat had been cleaned up and was ready for pick up. We have an exchange scheduled for 9-11-14.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to provide purchased back ordered items Sales order XXXXXXXXX. On 7/14/14 I ordered over 4,000 dollars in furniture. 5 chairs and a sideboard were on back order. I was initially told they would be approx. 2-3 weeks to get back ordered furniture. I picked up all other furniture and took to cabin which is 200 miles away. My sales order stated items would be in on 8/14/14 + 7 days. I have been called 2 times and told order was delayed due to LA long shoreman stike but I know it only lasted a few days and ended 6 weeks ago. According to Long Shoreman union there is no backlog of unloaded ships. So where is my furniture? The $600 table I took to my cabin is no good without the chairs. Cannot get straight answer as to why I do not have my furniture.

Desired Settlement: Back ordered funiture be provided immediately. 20% discount on order be given for not providing adequate service.

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ Looking at the purchase order that was placed by AFW 5-28-14 according to the EDI shipping information there were delays within the shipping process as we had advised...which we do apologize for. The chairs referred to in this complaint are in now and we expect the sideboard to be in approx 9-8-14. The 9-8-14 date should be considered approximate however I personally feel at this time it is reliable. We have seen a slow down at the port of entry for a considerably long time now due to the labor negotiations...the slow down at the port of entry is complex...a support of sorts by organization members (AFW is not a member) to the negotiations that started at the end of June. In fact with the slow down; we have also seen less than accurate information coming from the U.S. port of entry in regards to tracking information. Not the best of situations. Merchandise is now moving which is the good news and hopefully back to normal. 05/28/14 12:06:36 - STG - Purchase Order Entered 05/28/14 12:06:37 - STG - P/O Submitted for EDI transmission. 05/28/14 12:06:46 - STG - Purchase Order emailed to ***** @ *******@jaipurllc.com 05/29/14 00:14:31 - EODC - Purchase Order Functionally Acknowledged 05/29/14 09:34:15 - STG - P/O originally Acknowledged for 05/28/14 Original P/O Acknowledgement Number rcvd 06/18/14 08:53:47 - CRS - P/O Acknowledgement Date was 05/28/14 changed to 06/29/14 P/O Acknowledgement Number was rcvd changed to BKD-HJSC Delivery Date was 08/28/14 changed to 07/22/14 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 12 of SA-501C 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 20 of SA-501E 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 8 of SA-9071 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 8 of SA-9071*** 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 4 of SA-9072 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 8 of SA-9072*** 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 6 of SA-910 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 6 of SA-987*** 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 5 of SA-988 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 8 of SH-29 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 16 of SH-31 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 6 of T-007 07/15/14 00:12:03 - EODC - EDI Ship Acknowledgement received for 28 of T-4003 07/15/14 00:12:03 - EODC - Delivery Date was 07/22/14 changed to 08/24/14 07/15/14 00:12:03 - EODC - P/O Acknowledgement Date was 06/29/14 changed to 07/13/14 07/15/14 00:12:03 - EODC - Container number was changed to*****XXXXXXX. 07/16/14 16:24:49 - STG - Manually Entered Comments LALIT EMAILED DOCS ,, *****, FORWARDED TO WHITNEY, EIO BOX//****** 08/21/14 12:21:25 - STG - Delivery Date was 08/24/14 changed to 08/31/14 08/23/14 00:17:21 - EODC - ARRIVAL OF FIRST PORT - 08/25/14 08/27/14 06:55:51 - STG - Manually Entered Comments PER HJ EMAIL TO AFW IMPORTS, CONTAINER ARRIVAL TO FINAL DEST. DELAY//****** 08/27/14 06:55:54 - STG - Delivery Date was 08/31/14 changed to 09/08/14 08/28/14 07:58:04 - STG - Manually Entered Comments HANJIN SHIPPING ************@hanjin.com emailed shipment delay notice//stella We appreciate our customers and we value their business; so although we don't give discounts for shipping delays, we are always happy to give our customers their money back if they choose to cancel their order. If **** ******* decides to cancel the order we would truly be disappointed (as we have been disappointed with the shipping delays as well) but we would certainly understand.

9/11/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: AFW made a hole and two scratches in my floor with the couch they delivered. They refuse to pay for the damages. AFW delivered a couch to my new apartment on April 27th and made a hole and two scratches in my floor. I called AFW to report this and they had the young men come and take photos. The also asked me to submit photos which i did. Three weeks later they had another employee come back to investigate and they asked me to submit more photos. They informed be earlier this week that they would refund me for the delivery fee but not the damage they cost to my floor. They say they can't find evidence they did it although anyone can see from the photos that the couch very well did cause the damage. I have yet to talk to my leasing office about this damage and don't know what the cost to repair it would be. I feel cheated by AFW and want them to repair the damages. I cannot afford to pay for their mistakes.

Desired Settlement: I want them to repair the floor that they damaged.

Business Response: Initial Business Response /* (1000, 5, 2014/06/10) */ As stated in the complaint; we evaluated the claim extensively and with that we denied the claim: It started off by our drivers absolutely feeling that they did not cause the damage and that there was no way that they could have. We looked at pictures and we sent out a tech to evaluate the floor (and the situation that goes with that) and the additional information we received backed up the drivers statement. Our conclusion was that there was furniture in the location prior to our delivery...and although we believe the customer truly feels it was our drivers (just because they were in her home making a delivery)that caused the damage...we think the damage was there previous to our arrival and it was after the delivery the customer noticed the damage at which time "assumed" we had caused it (the damage is small). The customer stated that the unique holes were caused by the merchandise however we found nothing that could have caused the unique holes...even when the customer pointed out a area of the sofa she felt could have caused the damage we found that there was no way for this merchandise "area" to be on the floor or even make it to the floor. It was a "we don't think we did it and now we don't see how it was even possible that we did it". The customer then told us our tech said that it was clear we did the damage when in fact the tech report stated that after looking at every possibility there is no physical way the merchandise could have caused the damage. We feel the customer truly feels we caused the damage in spite of what we have tried to explain to her...she is seeing damage that was there before our arrival and now thinks that we should be doing the repairs and we disagree. Initial Consumer Rebuttal /* (3000, 7, 2014/06/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) AFW definitely caused this damaged. Their drivers never denied the damaged they did when they came back to take photos. They told me it would just "come out of their checks." They commented a few times about how heavy the couch was and this explains why they weren't able to lift the couch and properly demonstrate how to use the bed in the couch. Had the drivers not been struggling to carry the couch and lean it forward to demonstrate how to unfold the bed, this wouldn't have happened. I want AFW to pay for the damages. This is a new apartment and there are no damages anywhere else in the apartment or any furniture that could of caused this damaged other than the couch. Final Consumer Response /* (4200, 11, 2014/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did not address my issue. Final Business Response /* (4000, 13, 2014/07/04) */ We addressed the "issue"...we didn't think we caused the damage...we don't have our drivers arguing with a customer in the home, so the fact that the drivers didn't tell the customer that they did or didn't do it when speaking to the customer is on par. After the we got a call from the customer we simply had the driver go back to take pictures. We reviewed the drivers statements once they returned to the warehouse saying they felt they didn't cause any damage and we sent out a service tech to evaluate the situation and his evaluation was that the round almost pressed in holes (a bit smaller than dime sixe) that were fairly deep and look as if it would have taken an certain same like object to make such a hole and that this type damage could not have been from the merchandise. We understand there was other furniture there prior to our delivery that was moved just prior to the delivery by the customer.

8/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Tech did not fully document the problem with the mattress and they say because my water bottle leaked on the bed the warranty is void. bed is unusable I purchased a $900 Serta mattress, within the first 8 months the entire side of the mattress began to give out and when the tech finally came out, he would not document the side that gave out because he said if he pushed hard enough all the sides would give away. There was another area of the mattress that was sinking and he took pictures of that. The result was that the warranty is void because there is a water stain from my water bottle leaking on the bed. They claim this voids the warranty as it could have caused the mattress to fail. I would like someone higher in the company to look at this mattress and tell me that the side of the mattress failing is the cause of the water and not a product defect.

Desired Settlement: I would like a manager of Serta and American Furniture warehouse to come to my house and see the mattress that this is clearly a product defect and not a result of my water bottle leaking.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ The Mattress warranty warns that staining will void mattress warranties and to protect your warranty, it is suggested that the customer use a mattress pad. We do not test the origin of the stain to determine the cause of staining (liquid), what the stain consists of or if the staining was a direct cause of any issues. Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because the mattress has a defect and they need to send someone else out to see the condition of the mattress. This is a $900 mattress that failed at 8 months old. if anything American Furniture should either send someone out who is more qualified, to return under warranty or they should give us a credit from the store towards a new mattress. There is no customer service they are providing for the thousands that we spend there. Final Business Response /* (4000, 9, 2014/08/14) */ Knowing that the mattress has a stain (please note that "stains and or staining" are cause for concerns with a multitude of reasons): we have/had referred to the Serta Warranty; we are not implying that the stain caused the mattress to fail although it is not out of the question, but that there are other issues that go with staining that we must adhere to; we only stated that the stain voids the warranty (I mentioned before in my other reply that we do not test for the "cause" of the (liquid) stain), and I am fully aware that the customer has stated numerous times that the stain was caused by water. Below I have included some of what is mentioned in the Serta Warranty to which I speak: Serta Warranty states: Please refer to the Do's and Don'ts of Bedding Care section of this brochure for proper sleep set care to avoid invalidating your warranty. DON'T allow your mattress to get wet. Any liquids, water or other fluids may damage upholstery causing materials to compress. Serta recommends that you protect your mattress from water and other liquids with a water proof mattress pad. Serta reserves the right to refuse service and invalidate the warranty when the sleep set, even if defective, is in an unsanitary condition (due to blood or bodily fluid stains or soiling, infestation or other abuse), when the sleep set has evidence of damage from liquid penetration, cleaning or the use of cleaning fluids, or whenever the product failure is caused by factors other than defective workmanship or materials. Allowing the sleep set to be in an unsanitary condition may damage the product and invalidate the warranty. For the health and safety of anyone who would be required to dispose of, or otherwise handle, the sleep set, Serta may refuse to inspect such products to assess whether covered by the warranty, in which case, Serta reserves the right to deny warranty coverage. The use of cleaning fluids may damage the fabric and materials in your mattress. Allowing water or other liquids to penetrate your mattress may damage the layers of upholstery, causing materials to compress. Either of these situations may result in damage that will invalidate your warranty. Serta reserves the right to deny warranty coverage if the sleep set exhibits stains or soiling of unknown origin or nature and it appears to Serta, in good faith, that the sleep set may be in an unsanitary condition or may have been damaged by liquid penetration or other abuse. This warranty is given by the Serta manufacturer whose name and address appear on the law tag attached to your Serta product. We recommend that you examine the law tag attached to your Serta product and record the name and address of the Serta manufacturer, and your warranty code, on this warranty card. Retain the law tags and proof of purchase to validate warranty coverage. I have reviewed the pictures (of the mattress in the customer's home) and with that along with the service tech's evaluation I have taken full responsibility in saying that I do not believe the proclaimed stain to be of any unsanitary nature or of a hazardous nature and I have made arrangements to have the customer called to inform her on behalf of American Furniture Warehouse; I have approved and authorized the return of the mattress set for a full refund. We will make arrangements to fully enclose and seal the mattress upon pick up and to properly dispose of it. Thank you. *** *****

8/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have had furniture "repaired" numerous times only to take off work and have no couch for a week then when it is returned it is repaired poorly. I have had the same piece of a 3 piece sectional repaired numerous times. I was told if they could not repair it it would be replaced. I have had my couch sent in and out for repairs causing me to take time off of work. When I did recieve my furniture most recently the couch appeared 3-4 inches shorter and the couch and fabric did not line up correctly. Then a hole that was to be repaired in the arm of the couch was not repaired but "repaired" with a sheet of plastic ( what it feels like) between the hole and fabric! You can still see and feel it. They offered to repair it again but I feel that this is unacceptable as well as the numerous customer service agents I have spoken with. At least two people told me they would look into the matter and call me back, but no one ever did I had to chase after them. I was also told that if it could not be repaired it would be replaced and then the last person I spoke with says that is incorrect when at least 2 seperate people told me this. Another agent acted as if I was lying when I said my couch appeared 3-4 inches shorter I was forced to drive all the way from my home to their warehouse to show a technician photos otherwise I would have had to wait for someone to come out evaluate it and then schedule a seperate pick up date followed by a delivery date a bit ridiculous!

Desired Settlement: I would like an apology first and foremost followed by replacement of the piece of furniture or a credit for the amount the furniture cost.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ We called and spoke with ******* letting her know the information she previously received from our customer service employees was correct in that the warranty on her upholstery set will cover any necessary repairs to defects found, but it does not cover replacement. ******* was given two options on how AFW can take care of her concerns. AFW will repair the concerns she has currently with the sofa or we will allow her to reselect to something else. The terms of the reselection are as follows: AFW will keep 30% of the purchase price paid for the three piece sectional in April of 2012 as a minimal usage fee, leaving the remaining amount as store credit. Due to the many concerns the customer has had with the set AFW waived any additional delivery fees normally charged when sending our delivery team out to pick up one set and deliver the new purchase. ******* would like to discuss these options with her husband and get back with us with how they would like to proceed. X-XX-XX Because we had not heard back from *******, I checked her history to see if she came in. I found return invoice XXXXXXXXX scheduled to be picked up on 08/18/14, with no new order number. Initial Consumer Rebuttal /* (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the fact that they did give us a refund. I really appreciated that and it restored my faith in AFW... Until delivery day came and we were told we needed to reschedule because our couch had pet hair on it. I explained nicely at first that we tried to remove all pet hair and it was not possible to schedule another delivery. The woman in customer service was very rude and said we had no choice but to reschedule. I then became angry after everything we dealt with they were going to act like this? I then gave the phone to my husband because I did not want to get any angrier. When I came back from outside. The mover told us that we were not allowed to shop at the store anymore. I work customer service and when someone is wrong or they sell a poor quality product they need to stand up for it and rectify the situation. Just like in my initial complaint of how my furniture was half ass done so was them rectifying the situation. I am upset that I am treated like a bad person and told I can no longer shop there. I Definately won't be shopping there in the future but that should be my call I am the "Victim" here. The movers the people in the store are great but the call center is the problem. Like I said I work in a call center and if I treated customers like that I would not have a job.

8/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Delayed service with blatant lies On May 26, 2014, we ordered a bedroom set including king mattress, king bedframe, 2 nightstands, and a dresser. We were told that the mattress was not in stock but would be within the next week and that the set could be delivered at that point. Two weeks later, after not hearing from anyone at AFW, I called our salesman to find out that the mattress was still not in but that it was on a truck to be delivered. We still did not receive a call for a week and were then told, on June 15, that it was in and would be delivered the June 20. On June 18, a person other than our salesman called to say the mattress wasn't on the truck on the 15th. WHY WOULD IT TAKE THAT LONG TO LET US KNOW THIS? He then encouraged us to have the bedroom set delivered without the mattress and that it would be delivered at another time. Very convenient as, once we sign, it is ours upon delivery. We cancelled the entire order due to this, but were in a bind as we had out of state company showing up in two days. Therefore, we ordered the cheapest queen mattress and bedframe recommended. We are VERY upset with AFW. We purchased over $5000 in furniture in Sept 2013. And then started this order for almost $3000 because of our previous experience with AFW. We never even received an apology after talking with the manager. Needless to say, we will NOT be shopping AFW again and will recommend that others steer clear from it.

Desired Settlement: Not sure this can be resolved due to the circumstances. I am eager to see what kind of response we receive.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ On behalf of American Furniture Warehouse and myself I apologize that there were shipping delays and that we didn't do a better job informing the customer of the delays. Delays are occurring now as west coast U.S. Port of Entrees went into Labor contract negotiations in late June. This is slowing down shipping as well as getting current and accurate information on where shipments are. We should have done a better job of communicating this to the customer...I do not have records of possible calls made to inform the customer or what messages were left for the customer via VM or emails however if the customer was unaware of the delays and why there are delays we failed to communicate this correctly and again I apologize and will address it by making sure our management team goes over this again in their sales meetings. Thank you, *** ***** AFW Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we appreciate the response and apology, we will not do business with AFW again and will not recommend it to others. Final Business Response /* (4000, 9, 2014/08/05) */ We as many other businesses that have been hindered in regards to the US Port of Entry delays and the inaccurate information that has gone with it (coming from the Port of Entry) and although it appears to not be enough we do apologize as we are all going through this. We are saddened and disappointed to loose such a valued customer as ********. We could and should have done a better job communication this with ********. Final Consumer Response /* (4200, 11, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem, as stated above, was not so much the delay, but the lack of communication and lies on behalf of AFW. It is not acceptable. We actually are looking into getting new furniture for our daughter's room and would usually go straight to AFW, but we refuse to do so.

8/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was required to be at my home to wait for delivery, for a 2 1/2 hour window, no one showed up, no phone call; until 2 hours after the window. I purchased a bunk bed for my two boys on July 5, 2014. I requested it to be delivered and paid the delivery charge of $49.00. The entire purchase was $369.00. I scheduled the bed to be delivered on Wednesday, July 9th. AFW told me that I would be called on the Tuesday before with a time-frame of 2 1/2 hours. I received the call and my time-frame was 1:30-4:00pm. They did not show up. I did not receive a phone call until 6:00 that night (I was no longer home at the time) from the delivery guy, sounding very irritated that my gate was locked and he couldn't deliver my product. I called AFW CS that evening letting them know that I did not receive my product and that I was very upset. The Customer Service Rep, told me that there was nothing she could do, except refund my delivery charge and schedule a new delivery day. I told her that I wanted my items scheduled the next day, since AFW missed their window. She told me that she was not able to do that, the product couldn't be delivered until that Friday. I told her that it was unacceptable. I didn't care about the delivery charge, I wanted my product. My little boys were going to be sleeping on the floor for two nights. I found out that she was not from Colorado and I asked her that I would like to speak to somebody that was in the state of Colorado. She transferred me, but did not update the next CSR; therefore, I had to repeat what was going on. I spoke to the next supervisor and she was no help either. She, in fact, told me that she could just cancel the order, if I didn't want it. I asked her if that was the way good customer service was suppose to be handle. She told me that I couldn't have my product the next day because the trucks were already packed with other orders. I told her , my product was suppose to be at my home already, but that didn't seem to matter to her. She told me that it was up to the computer system and that it couldn't be overridden. I did tell her that I was sure that the computer could be overridden. She didn't really seem to want to help any further; the computer was "the word" and nothing could be done about it. She offered me a $100.00 in store credit. I asked her if she could schedule my delivery on Friday for the first delivery and I would take the $100.00 in store credit. She told me that she couldn't schedule the time, only the computer could do that. At this point I am shocked at the customer service that AFW is (not) giving me. This is not my first puchase from AFW. They make you agree to be at the location for 2 1/2 hours waiting for something...that didn't show up! The CSR didn't have much more to say, I reluctantly went ahead and said Friday was fine for delivery (at the earliest time) and with the $100.00 in store credit. July 10th, Thursday night came, I got my window of the same time 1:30-4:00 (no help from CSR); my husband is waiting for delivery; I get a phone call at 3:30 on Friday, saying my product is on the wrong truck and wouldn't be at my home until between 5:00-7:00 or we would have to reschedule a different day! I was dumbfounded! I told the CSR that was completely unacceptable and told her what had happened before. I told her I wanted my delivery that day in the time-frame that I was given. She told me she would see what she could do and would call me back. I received a call back, but not from the original CSR, it was from sort of manager, that I feel acted that he was above me, he did apologize for what had happened both times, but the delivery wasn't going to happen within the time frame. I could either cancel my order, schedule a new time, or wait the extra time. I already had a previous engagement scheduled. I explained to him that my kids were sleeping on the floor and really needed that product. He didn't seem to care. Ultimately, he gave me another $100.00 in store credit. My complaint is about how things were handled. The CS was awful.

Desired Settlement: I suppose I am not asking for a settlement, but for the higher management/Jake Jabs and/or his daughter to know about this concern. I was not seeking in store credit; I was seeking my product, in the promised allotted time, that I had to agree to. There seems to be no consequences if AFW can't make the time frame. It is pretty much too bad for the customer. I do not have all the time in the world waiting on product that doesn't show up. Although this particular purchase was not a high dollar amount, I suppose I realize that I am not an important enough customer. However, I believe when a business is in the wrong, they should make it right. Get it on a truck and get it to the customer the next day as requested. Show a customer that they are important. I understand the business of logistics/transportation...AFW needs to show me that they understand the business of Customer Service. I should have received my product in a very timely fashion (the first time); if wasn't going to show up, a phone call would have been nice and a CSR telling me that my product would be on a truck to me the very next morning!...not telling me that I had to wait another two days because the computer is the only thing that can schedule something.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ ****** is correct...we faced numerous problems in making the delivery and without question we had our reasons; some that we didn't foresee, however this entire scenario is an embarrassment on our part as it is not what we ever want to see and it is not what we are about. We had our problems and from there it went downhill...from that point on we didn't want to make promises we couldn't keep and further disappoint the customer. We offered "store credit" with hopes that the customer would see that we understood the problems we were causing her even though we knew it wasn't money she was after...she was wanting and NEEDING the bed she purchased. We apologize that we failed in making the delivery as promised and that we couldn't overcome the problems we were faced with sooner and we will work hard to prevent this happening again!

8/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sales representatives regularly misrepresent the date items come in stock to land sales. I recently moved back to the Fort Collins area, and I purchased all of my home furniture from AFW. I've learned that anything that is on "backorder" is ALWAYS misrepresented in it's time to come back in stock. Every item I ordered was backordered by a week +/- 7 days. Every item I ordered has been confirmed by customer service reps as not actually coming in stock for 6-8 weeks after that confirmed date. It's not even a case of the date changing in their online system at a later time, as I can go to the sales rep immediately after confirming a two month wait with customer service and have the sales rep tell me a week from that date.

Desired Settlement: I want an honest and accurate date for backordered items. Not blatant lying about the date to land the sales.

Business Response: Initial Business Response /* (1000, 5, 2014/08/01) */ We apologize for the backorder dates changing as they are continually changing due to labor negotiations at the U.S. Port of Entry that is going on right now. This has slowed down shipping considerably along with tracking updates that we receive from that point. With all this going on the tracking updates have not as reliable as what we would be normally be accustomed to. We along with other companies that rely on shipping through the U.S. Port of Entry; hope to see negotiations end soon and then to see shipping back to normal as soon as possible. We are getting shipments, but they have been delayed and hard to track so we hope for our customer's understanding and we will do our best to keep our customer's informed with updated dates of merchandise arrival. Initial Consumer Rebuttal /* (2000, 8, 2014/08/01) */ From: ******* ********** (mailto:******************@gmail.com) Sent: Friday, August 01, XXXX X:XX AM To: Better Business Bureau Subject: (SPAM) Re: BBB Complaint Case# ******** (Ref#XX-XXXX-XXXXXXXX-X-XXX) Importance: Low Hello, How do I go about closing a complaint? It looks like the company has been able to resolve my issues satisfactorily. Thank you

7/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Customer service promised to refund half of the delivery fees due to the problems with merchandise. Then they won't honor it and offered less. The order number is XXXXXXXXX, the order was made on 4/11/14 at the store located at *************** in ******* Az. We ordered a bedroom set and a chaise lounge, the chaise is 778 + tax (~838.69). The sale person (James Struensee) told us the chaise was backordered and we had to wait for over a month. Which we said okay. We got the merchandises delivered on Saturday May 3rd. No issues with the bedroom set, but we found a crack along the side of the chaise. The delivery guys expressed to us that we could call customer service and have a wood tech come out to see if it's repairable. We did not want to do that as we paid for a brand new piece of furniture and did not want to repair it right away. So we asked the delivery guys to take it back. We also called customer service to explain the situation and told them that we wanted a brand new piece without damage. We were told we would have to wait for it because it was on backorder again. We said okay. I believe it was the 14th of June when a "second" chaise was delivered to us. A crack at the exact same location was found. But it was closed up with glue or something. We took pictures from the first time so we were able to compare it and it looked to us like it was the same chaise just being repaired. We contacted customer service right away, and spoke to Carla. She kept on telling us this is brand new and they can send a wood tech out and fix it up, and if we weren't satisfied with the repair we could still exchange or return. Carla also said that if we are satisfied with the repair, she could give us a 10% discount for us to keep the chaise in "as is" condition. We figured we would give the wood tech a try, so we scheduled one for the following Thursday (June 19th). We did not get any calls from a wood tech on that day. We called back during that weekend, and the customer service lady (didn't write down the name) said she didn't know why a wood tech didn't show up. At that point we decided to just have them take this chaise back and wait for a new one. We asked if she can give us some discounts for all the trouble we had, and she they can't do discounts but she can take 50% off the delivery fee of $159. We specifically asked what the amount off that would be, and she said $80. We were ok with this and expressed to her that please make sure to give us a new piece next time, we were told we would get it around second week of July. On June 24th, delivery guys came and picked up the chaise from our house. We called customer service again on July 8th with the intention to schedule a delivery date. The customer service lady is Saundra (spelling?). We asked her why we haven't seen the refund on the credit card, and she told us that she did not see any notes on our file that indicated there were any discount or refund. She said the best she can do is $40 off the delivery cost. We wanted to talk to a manager and she said she would transfer us to a manager, which ended up going to a number that just kept on ringing and ended up dropping. We called back and talked to a lady named Jennifer, and told her we were just transferred to a manager and no one picked up. Jennifer transferred us back to Saundra. At this point we were frustrated so we asked Saundra for the full $80 off the delivery fee as promised, and told her about how they tried to send us repaired furniture and sell it to us as new. She tried to explain to us that repaired furniture is somehow new. Maybe that's their philosophy but we don't believe broken and repaired furniture is new. At this point we just told her we'd like to cancel the backorder for the chaise and just want our money back.

Desired Settlement: We would like the full refund for the chaise lounge credited back to our credit card and 50% off the delivery fee as promised. The total is 778+tax+80.

Business Response: Initial Business Response /* (1000, 5, 2014/07/12) */ Looking at our accounting records we set up a refund for $888.69 on 7-9-14 while speaking to the customer. This amount is for $30 less than the customer requested here...we will set up the refund for the additional $30 with our apologies for the inconvenience we provided this valued customer. Thank you, *** ***** AFW Initial Consumer Rebuttal /* (2000, 7, 2014/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) AFW refunded the additional $30 as promised. Actually they refunded $50 more than what we asked for. I think this is probably a mistake and they will probably fix that in the future, or maybe the $50 extra is their way of apologizing. Either way, I consider this resolved, Thanks BBB and *** ***** from AFW.

7/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a bed to replace a bed for my 90 year old mother. It was promised to be delivered on Monday, June 30, 2014, but was not. I bought a adjustable bed and paid to have it delivered on Monday, June 30th, 2014. The bed was not delivered. No further attemts were made to deliver the bed on that date, and I called customer service to find out what happened. I asked for the bed to be delivered. No further contact was made to me, I again called customer service, and was told nothing could be done. I then drove to the store. I asked the store manager what could be done. I was told it would be delivered on Wednesday, July 2, 2014. That was the only solution offered to me. I was told this was the only possible solution. What was a 90 year old women supposed to sleep on? I paid $58.00 to have the bed delivered on Monday, June 30th. Why did this not happen. Your notes about the incident may CYA people, but I still had no bed. Little effort was made to get the bed delivered. Why do you have customer service, or store managers if "nothing can be done" ? This is very disappointing. I would have thought someone would take ownership of the problem, and follow through. I was the one that had to make the effort. I paid for the service, yet it is all my fault ? I have bought from AFW in the past, but now ? I will express this story to many people. How can I purchase from this company again ?

Desired Settlement: I ask for the $58.00 back. I don't expect to get it. The CYA is in place.

Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ When our drivers arrived during the delivery window given on June 30th the customer had stepped out...our drivers went to the office of the complex and were unable to deliver without the customer being there. The drivers left and we had to reschedule for another day later after making every attempt to contact the customer saying we were there but the customer wasn't. We agreed to make another delivery attempt with hopes the customer would be home on the day of delivery during their assigned delivery window; at no additional charge.

7/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Delivery shipping problem. I bought the furniture set from American Warehouse , paid in full. When i got the delivery furniture were missing some parts ,so delivery person called the customer service and they told us that parts will be at your door in 4 business day's. It has been more then 10 day's since i got the delivery i have not got that parts yet. Finally i called the customer service and they gave me the tracking number to track, but it's turned out be invalid trsacking number, so called again and they were unable to give me the right tracking number. I don't know they have shipped my hardware or not. The customer service is not giving me any answer to that. They are not willing to help me to get my part. I am slipping on the floor every day and my back hurts a lot. They said that it take's several week get the hardware to shipped through FedEx, it's only 180 miles from my place to warehouse. It should not take more then 3 day's to get the part from Denver To Kansas. I demand to have more compensation then they offered me. I need at $500 in compensation. I have read lot's off complaint about the delivery from this company.

Desired Settlement: $500 in compensation.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ We apologize that the drivers opened the box to find that the hardware was missing at the time of delivery, so the bed could not be assembled and the mattress set is now sitting on the floor (is the customer in insinuating that he is sleeping on the floor next to the mattress sitting on the floor and that is why his back is hurting?). I read the comments in the customers order and he has called repeatedly to which we have tried to explain that we were sorry for the problem and what we were doing to correct the problem, we had many customer service reps trying to explain that we were shipping him the hardware. With that... when we FedEx parts to the customer (we see about 5-7 days on average through the "Smart Ship Plan" we use with FedEx...FedEx picks up and then sends it to the U.S. Postal service for delivery...the downside we see with this plan is that all the tracking numbers are the same...there is no tracking in other words), so with a day or two to get the needed parts and another day to have FedEx pick up the parts...with any luck the customer should get the hardware today (6-25-14) or tomorrow. The customer stated here that we said it takes several weeks to get the part? I would assume there is some major miss understanding there. We agreed to refund some money back to the customer for the inconvenience ($115.00 for the drivers not having the hardware that should have been in the box with the bed rails and because the drivers were unable to set up the bed)...However we won't be agreeing to the $500 "demand". We would be happy to make arrangements with the customer to pick up the merchandise and as long as it is still like new we would offer a full refund. The customer can call our customer service ************ to make arrangements to return the merchandise if he so chooses. In addition I have read some complaints regarding our delivery as well...sometimes mistakes happen and delivering furniture can pose its problems. We care about our customer's and we try to do everything we can within reason to resolve problems. So if you look and read you will find some complaints regarding our delivery...so keep in mind when someone thinks they read a lot of complaints about our delivery and states that they did (referring to statement in this complaint)...what is a lot? 5? 10? 20? 50?. We do well over 800 deliveries everyday...yes...7 days a week. That is over 280,000 deliveries a year...so if you read complaints and they are dated back 10 years or more, twenty complaints for 2,800,000 deliveries...why would anyone say that is a lot? And out of those complaints most were resolved with the valued customer however most times a customer doesn't come back and comment on their complaint that the original complaint was resolved and that they are now happy. Worth mentioning. Again...we apologize that we were missing the hardware at the time of delivery and that the refund we offered was not enough to overcome the customer's anger...we will wait to hear from the customer to see if they want us to pick up the merchandise for a refund. Thank you, *** ***** AFW

7/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: may 19th i called customer service about a sofa recliner and that the metal guts had failed, bent and both. I was told an exchange and 99.00 shipping. we bought a double recliner sofa may 16th 2013. May 19th 2014 I called customer service about the metal insides and told them they were bent and looks like they had failed...This actually started six months ago but we were hesitant about calling american furniture mostly because we have bought a lot of items and also because my dad before he passed away knew **** **** quite sometime back. I was told it was three days past the warranty but they would honor it, also I told them it is obvious that the failure of the metal insides did not happen all of a sudden but just got worse. Right now we can use the recliners but the left side has dropped at least three inches and there is a big difference in height so it is completely unuseable as a sofa. My complaint would not have gone to you but at 1740 hours i called customer service may 19th and was on the phone for 28 minutes. I am sure it was recorded. So to sum this up they told me they did not carry the same sofa anymore but had two others that were similar and i could take a choice of which one I wanted. At that time I was routed to speak to at least two to three more employees. Then I was transferred to another person and I told them I had to wait till my wife got home to look at the two choices. She did not want to deal with it until our youngest boy graduated that weekend. Well anyway I called may 28th to tell them what we had decided on. I called the same number that I did the first time. I was told they never do exchanges and would not cover anything because the warranty was over. They tried to tell me that i had talked to a new employee and she did not know what she was doing. I then told the manager ok, then what about the other two or three people I talked to and she just changed the subject. Then the manager told me the new employee thought I had just bought the sofa two weeks ago. At that time I flat out called her a liar. The first person I talked to looked up thee warranty and said It had expired by three days and it was one year and three days since i had bought it. I did not know when we had bought it until she told me that. So to sum this up I am filing the complaint becaause the management had resorted to flat out lying to me instead of trying to work something out. Also I was involved in a serious fall on march 8th and it almost killed me. Until a couple weeks ago and i started backing off all the pain killers I did not want to call them. In March is when I realized how bad the couch had bent and started to separate I wanted to lay on it but could not because of the failure of the guts of the couch. It has not been that long and i hope someone can listen to the conversation on 19th of May and the one today may 28th.;

Desired Settlement: I am actually pretty upset and I just wanted a replacement as close to the one I had. At that time I was willing to pay any difference in price and the 99.00 shipping. However since the management has chose to lie about it I would just rather get my money back and they can take the sofa back. One other remark I highly doubt the first person I talked to on the 19th of May was a new person. Management knew I had been told i could do an exchange because they had a work order done and gave me the number. I did not keep it because I was waiting to see which sofa my wife wanted. If there is any justice make them produce the recording of our phone call on the 19th of may. Then compare the one on may 28th and you will understand how any reasonable person would be upset. I am seeking 569.00 that is what i paid for the sofa.

Business Response: Initial Business Response /* (1000, 8, 2014/06/17) */ Mr. **** ******* living in ******* is out of our service area and with the customer refusing a tie down at the time he picked up the furniture we requested that the customer send us pictures in regards to the problem he referred to and that request was denied by the customer. The sofa is over a year old and yes it is true that the merchandise was out of warranty by the time the problem was called in and yes our customer service rep ok'd the exchange originally when thinking it was only a week old instead of a year and a week old basically but the mistake didn't mean that we wouldn't help the customer, it meant that being year old we wanted to see the condition of the sofa before giving the customer credit for it. If it is in good shape other than a supposed defect we would charge 15% as a user fee however if the set was heavily used or damaged due to the customer we would have to consider other options. If this customer would like to call our customer service department and with that be willing to send us pictures or bring the sofa in for evaluation (the customer can bring it into our *********** location) we are still open to seeing what we can do to assist the customer. It would be very difficult for us to give credit for merchandise a year old without us seeing it first. Thank you. *** ***** AFW Initial Consumer Rebuttal /* (3000, 10, 2014/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) You know I could probably just deal with it and forget about it if only the respondent would just be truthful and honest about it, First of all where in the world did they come up with me refusing to have them tie it down. They went and got quite a bit of orange heavy string and they did tie it down. They were right about wanting me to send pictures but the second time i called they refused and just said they would not warranty it and said they would refer me to a furniture repair company. the next day or two a woman called and told me she was responding to a referral from american furniture and as soon as i told them where i lived they said i was out of their service area and that was that. I am getting a different story every time and i simply cannot believe anything they said they will do. The first time that they agreed to an echange they warned me if the delivery truck showed up with an exchange and saw that the sofa was stained, abused or torn they would not accept it. They told me I would have to pay 99.00 for shipping and i said ok. The second time I was told they wanted me to e mail some pictures to them so when I called back the third time to send them the pictures and asked them for the site to send them and I was just told they would not honor anything...So I will agree to take it to the fort collins store. 2nd how much time do I have. Also what will they do for me if i bring it in and the only damage is to the metal frame and the couch is not abused, torn nor stained. If so what are they offering me. They were not clear about it. Final Business Response /* (4000, 12, 2014/06/26) */ In the customer's invoice the dock has notes that the customer refused tie down...we require comments to be entered into invoices when customers refuse tie down at the time of customer pick. We apologize for the confusion. I will have my comments in your original invoice to make sure you don't have to worry about what was said here in regards to trying to assist you...if you were able to bring it in within the next few weeks that is fine...we understand that it may be difficult to just "run it over" as you don't live close to us. Let's go with 2-3 weeks if that works for you. If it is in great shape other than the problem with the mechanisms I will approve the return for a refund with a minimal 15% user fee. If it has wear and tear issues or damage outside of something due to manufacture we will have to access that with you at the time you bring it in. I hope you find this offer satisfactory. If you would like to talk to customer service the original option is still valid...I could have them call you at a time you feel best at a phone number you prefer and we can still work with you at that time if you are willing to send pictures to help us determine the best course of action for you. Thank you. *** ***** AFW

7/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Produce was not what was advertised as. Purchased a leather match sofa and loveseat. The floor model says its "leather" that the cushions, backrest and arm rest were made of 100% leather and everything else was made of vinyl match. Their showroom model says "100% leather" for cushions. Once I received my furniture from them, mine says 52% leather and 48% pvc. After going to their Fort Collins showroom I was told that I could return the funiture, but that I would either have to take a day off of work or rearrange my schedule so they can pick up the furniure on their set time.

Desired Settlement: They lied to me about the quality of furniture I was purchasing, made me rearrange my schedule to fit their needs. They have no idea about customer service.

Business Response: Initial Business Response /* (1000, 5, 2014/05/23) */ We don't know what was said or understood at the time of sale but I will say that by looking at our website and when looking at the merchandise on our show floor; the information (point of purchase tags)does say that it is a "leather match" sofa (****** ********). We do not see the 100% leather label or information being indicated anywhere. That being said we apologize for any confusion that this customer encountered...I see the customer had called in the complaint to our customer service as well. This customer has already returned the merchandise for a refund. Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your purchase tags on your floor model only states "Leather" not leather match. The sales person did inform me that the product was leather match and that the cushions,back rest and arm rest (basically, anything the body comes in contact with) was 100% leather. The label on your floor model states that the cushions are made of 100% leather. Mine stated 52% leather 48% pvc( I have pictures of both sofas) I want to know why I was deliverd a lesser quality product than what I purchased. Yes, I got a refund but that doesn't explain why I recieved a lesser quality product in the first place. Final Business Response /* (4000, 11, 2014/06/11) */ We are unable to open the pictures...it may be due to the #1 #2 #3 as they may be disallowing the pdf to be read. I would like to see them (all 3 pictures) before attempting another reply. If the pictures could be reposted so that they can be viewed, it would be much appreciated. Thank you! *** ***** ***

7/1/2014 Guarantee/Warranty Issues
5/30/2014 Guarantee/Warranty Issues
5/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a couch from this company to be delivered to my apartment. they were unable to fit it through the doorway and refused to refund the fee. I made this purchase on March 8th 2014. Order number *********. For items ****** and ****-OTTO. My sales Rep was ***********, who insisted the item would fit in my apartment door, which I had measured at 36 inches. I was told this was the standard size for a door way. I paid a total of $489.46, including the $59.99 delivery fee, on my Visa card ending in 5875. The item was delivered on Saturday March 22nd at around 10am. The movers were unable to get the couch into my apartment so they said they had to take it back. After not hearing from them for a few days I then called the store and talked to customer service. I was told I would receive a refund since I do not live anywhere near the store and I had already wasted enough of my time. On Thursday, March 27th I called again to inquire why the delivery fee was not also refunded. I understand that they tried to deliver the item but I was clear in asking if they thought it would fit, which they said it would. I would not have purchased the item if I was unsure it would even fit through the door. I had paid $59.99 and have absolutely nothing to show for it. I feel like I have been completely ripped off by this business and when explaining this to customer service all I got was a "sorry." I cannot afford to spend $60 on nothing! I feel that I should be refunded the amount of $59.99 for my troubles.

Desired Settlement: All I want from this business is a refund of $59.99. I am very disappointed in my shopping experience there. I didn't pay $59.99 to "try" to get something delivered. I spent it to actually be delivered. In the end, I'm out this money and have nothing to show for it.

Business Response: Initial Business Response /* (1000, 8, 2014/04/25) */ It would be our policy to "not" refund a delivery fee due to furniture "not fitting"...this is a case where it wasn't so much the size of the doorway being an issue as it was the "tight turn" right after the doorway which made the delivery impossible...all of which we go over with the customer at the time of purchase. We don't refund the delivery fee's as in this case because it was a service that we provided at the customers request...and as we all know a provided delivery service isn't free. We pull the merchandise from the warehouse and prep it for delivery and then load it on a truck...from there we have two men and a big truck drive out to the customers home to make the delivery. If the merchandise doesn't fit because of a situation we are unaware of, we put the furniture back on the truck, work around it with the other deliveries for the day and then drive the merchandise back to the warehouse to unload it and then prep it to be put back in the warehouse location. That is a lot of work and man hours not to mention fuel costs...so saying that not refunding the delivery charge makes this customer feel as if they were ripped off doesn't sound exactly on par. We hope the customer now has a better understanding of where we are coming from and we will go ahead and refund the $59 delivery fee back to the credit card used at the time of purchase.

4/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Their large delivery truck backed up on my concrete driveway without first asking permission to do so causing a crack in the driveway. We ordered a bed,mattress and boxsprings on Jan 23rd over the phone from ***********,a salesperson at AFW. She set up delivery on Jan 28th. On the morning of the 28th I had to clear the snow from the driveway due to the snow storm the night before.Upon arrival the delivery truck backed up on my two month old driveway before knocking on our door to let us know they had arrived. When I opened the door I saw the large truck setting on the driveway and at that time I asked the delivery person why they backed the truck on the driveway without first getting permission and I expressed my concern that that size of truck could possibly crack the driveway. He told me by signing delivery papers, I gave them the right to back the truck on my private property without my permission. I was not very happy with his attitude because I thought that they showed complete lack of respect for my property. I did not make them pull the truck off the driveway at that time because I thought if there was damage it had already occured or it would happen when they drove out.I thought they might as well unload the truck there. Also my wife asked the first delivery person to remove his shoes once inside the house due to the snow and he said he would rather not again showing disrespect. My wife did convince him to put on painters booties but he complained because he thought they were a pain to put on. The rest of the delivery went fine. When finished the delivery person asked me to sign his tablet to show that the merchandise was not damaged and also sign a second time to say there was no damage to the property. I did because I did not see any damage at that time. The truck pulled out of the driveway and at that time I did not see the crack in the driveway. The next day I walked out on the driveway and discovered the crack. I was sick to see a crack in my new retirement dream home's driveway. I thought how could that be but maybe it partially cracked, then overnight it finished cracking due to the cold weather we were having.I waited till the next day,the 30th, to call and report the damage because I had signed the tablet saying no damage was done but I thought that if someone would come out and I could show that person the angle of the crack and the location of the truck they would agree that their truck cracked the concrete. I called the store and talked to **** ****** the fleet manager. He told me to take pictures and e-mail them to him.I did that.He sent me an e-mail on 1-31-14 saying that he received the pictures and would get back to me as soon as possible. On 2-7-14 ********** from claims called a told me that my claim was being denied because I waited 2 days to call in and that I signed the tablet stating no damage was done. He also came up with all kind ideas that could of happened from the time of delivery to the time of my call. Basically stating that he thought I was trying to get AFW to pay for something that someone else did and that I was not being truthfull about the crack. I got very upset and told him so,and hung up. I later called back to see if I could talk to someone else but I got **** again and at that time I apologized for getting so upset and I assured him that AFW's truck did do the damage and I would like to talk to his supervisor. He said his super was not there but he would have ***** his super call the next day. It has been 3 weeks and nobody has called. Again AFW's employees have shown complete disrespect to me and my wife for not calling back. I don't feel they handled this situation properly that is why I am filing this complaint. I feel as though they think they can do what they want because they are such a big company and what I say really doesn't matter. I want a manager to come to my house to look at the damage and talk to me face to face. Thank you for hearing my complaint.

Desired Settlement: I want the part of my driveway replaced that has been cracked. I don't want a patch,I want each part that includes from stress line to stress line that surrounds the crack replaced. This means I want two sections of the driveway and the steel that is in it replaced.

Business Response: Initial Business Response /* (1000, 6, 2014/02/28) */ We denied this customer's damage claim after extended review...I will explain why: We were at the customer's location making a delivery at the customer's request, and yes the drivers backed their furniture delivery truck that was almost empty onto the customer's driveway to make the delivery (as we do during deliveries all day and everyday to 1000's of customers a week with no problems - we make 800-1000 deliveries a day; not all of them being on customer's driveways of course). It is worth mentioning that we have a delivery agreement that we go over with all customers at the time of purchase (in regards to those customers that request our delivery service) that asks the customer if they have informed their representative about any unusual things the delivery team needs to know about and this customer had made no mention that we were not allowed to use their driveway nor was this information ever conveyed to us in any other communications at any other time until after the fact. Nothing was stated or otherwise indicated (as in having the driveway marked off or blocked by a vehicle for example) that the customer did not want us to use his driveway prior to the delivery. With this set of circumstances alone we questioned our wrong doing. We made the delivery and left with no apparent damage. Without doubt we are still unconvinced that our truck caused the damage (this is a larger driveway and we do not know how many vehicles are parked on this driveway but what is more important we question what the driveway should be capable of, as our truck was near empty with the majority of the weight being on the street in front of the home). So we understand that our truck was on the property making a delivery, a driveway we were never asked not to use until we already had and when we left the driveway the driveway was ok. So in addition to this, we don't know what other events this driveway had been subjected to by others than ourselves and we find it very hard to say that our truck caused the driveway to crack after we had already left. We suggested to the customer that the customer call those who had installed the driveway to see what the warranty might cover...could it be that driveway cracked due to the weather or because of ground settling? We noticed heavy equipment in the area...is there something unknown to us that went on there that we are all unaware of? The only things we do know is that we made a delivery to the customer at the customer's request and we were not asked or warned in any way to not use the driveway, and keeping in mind that the truck was almost empty we question if our truck was capable of cracking the driveway. Initial Consumer Rebuttal /* (3000, 8, 2014/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept their response for these reasons. We never signed a delivery agreement because we ordered our merchandise over the phone. We were given a delivery agreement form from their representative when we were in the store the day before and she said that if we did place an order look over the form. The front of the form refers to the metro area and the back of the form refers to the foothill and mountain homes. We live in a city with paved public streets with private concrete driveways that we consider to be in the metro area not in the foothills or mountains. There is no mention of permission being given to drive their large delivery truck on our driveway. We have had several deliveries made by other companies such as *****, **********,********,***,and *****. Not one of them made a delivery without coming to the door first and announcing their arrival. Not one of them pulled their truck on our driveway. AFW was the only delivery we had that parked in the driveway. We feel that they showed disrespect by not knocking on our door to announce their arrival before backing their large truck on our driveway. If this is their policy to do so, they need to change it or make it very clear on their paperwork. I used to work for a company that drove large trucks and our company policy was to never park a truck where it may cause damage to a customers property without first contacting that customer. That company respected the customer and their appeared to want was to make the delivery as property. I don't feel AFW does. All they quick as possible and get on their way. No one ever came to talk to me face to face to resolve this problem and I assume no one ever will. Again showing no respect to their customers. The delivery truck was backed up approximately 32 feet on my driveway and with my suv and trailer occupying the left half of the driveway the truck had to be very close to the right edge of the driveway with the driver side wheels. If you know anything about concrete it is that the edge is the weakest point. Also the concrete was only a few weeks old and the crack is at a 90 degree angle to the position of the truck. There is no doubt in my mind that the AFW truck cracked the driveway. They can come up with all the excuses they want and probably won't change their mind. I just want future customers to know what this company is about and I don't feel they demonstrate customer respect. Our last contact with AFW assured us the manager would contact us. Guess what? No call! This again demonstrates to us the lack of respect to their coustomers and property. Final Business Response /* (4000, 12, 2014/03/22) */ We are looking at this case again. What we know now (in addition to or to repeat what was said on our original reply) is that we made a delivery in a "mostly" empty truck to this customer's home and we used his driveway to avoid walking in mud prior to walking in the customer's home as we brought in furniture. The street in front of the home had snow and mud from near by construction and heavy equipment. The customer came out to the drivers once they had parked and made sure with great concern that their feet were clean knowing that there was a muddy situation outside his home. The delivery team parked as they did as they wanted to do the "smart thing" to avoid walking in snow and mud and meant no disrespect to the customer. We have an "Delivery Agreement" (paperwork that explains to our customers what to expect and to let us know if there is anything our drivers need to know prior to the delivery) however this customer stated that his order was done over the phone and he never received such paperwork, so we assume that the customer just never thought that we may use his driveway. The customer NEVER told us up front that he did not want us to use his driveway, nor did he indicate in any other way to not use his driveway by means of marking the drive way "do not use or do not park here"...no cones..no blocking the driveway...no signs and no barrier tape. According to the customer he assumed we just wouldn't, and because we did we showed no level of respect which wasn't the case. We know that the customer felt that the drivers were in a hurry however it was not due to disrespect. When we left the property the driveway was not cracked. The customer inspected the driveway once the drivers moved the truck. The crack in the driveway was reported 2 days later and we have no idea what the driveway was subjected to in that time. The customer said he would NOT allow others to drive on the driveway but we asked ourselves how do we know that...for one he allowed us to drive onto his driveway and some things happen without us knowing about it (this is not meant to sound bad or disrespectful...). We now know thanks to google that many concrete companies do not warranty driveways for cracking because concrete cracks. We know some companies say that it should be safe to park on with a *** or propane truck after 7 days however it takes 28 days to cure to 90%. We think this driveway was over 30 days old. Other companies warn to never park a heavy truck on a driveway unless it is at least 5" thick(4" is common code)...they refer to something as heavy as a trash truck, however our trucks are much lighter. We will happily call the customer next week and go from there with hopes of resolution. ********* AFW We talked to the customer when we denied the claim...we had no other notions to continue calling the customer after that time. We will call the customer again after we revisit the claim as the customer has requested. Final Consumer Response /* (4200, 15, 2014/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all they did not respect our private property by parking their truck on our driveway before asking for permission. Again they are saying the truck was almost empty when they delivered the furniture. Really, the truck is a huge delivery truck! We did not meet the drivers at the truck we didn't know they were here until they rang the doorbell. They were already in our driveway and we expressed our concern of them parking in our driveway. If they were doing the "smart thing" and so concerned about the mudd and snow, why did we have to ask both drivers to put on "booties" over their shoes? We live in a city with paved streets and there was no mud just snow! (The walks were shoveled and only wet.) Construction was in the area but no large equipment was parked on our street. There was plently of room for them to park on the street like all our other deliveries. We did not realize they would park in our driveway without permission. Again, no other derlivery has used our driveway; *****, **********, ***** etc. Pointing out the truck was "mostly" empty gives them the right to disrepect our property? The fact they parked on our driveway and no other delivery has done so demonstrates how disrespectful AFW treats their customers. They reported they googled about cement and stated that heavy trucks should not park on driveways. Our point is why are they doing deliveries parking in customers driveways? They "think" their trucks are under the limit! Really! why would they risk damaging property? At the very least ask for permission. Interesting when our complaint was denied over the phone we were told a supervisor would call the next day! NO CALL! Again, after reading this response they stated they would call in hopes of resolution. NO CALL. The lack of respect we have reported and the damage done to our driveway shows the respect they give to their customers. Still no call!

4/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Salesman attitude-Customer's personal been protected by A.F.W. Upon paying in full for merchandise on hand and been taken (not shipped or p/u at W/H) salesman demanded I provide my home address, tel.#, my License + 2 signatures before I could p/u my paid merchandise from the counter. I asked salesman (**** ****** @ the ******************************* location) why was I obligated to provide all my personal & private info, to take my paid items, he replied with a threatening tone "that is what this Co. requires and if you don't like it or can't provide it then... YOU CAN NOT take good". I politely asked if he could provide something from the Co. that assured me my personal info was NOT going to be shared with ANYONE incl. affiliates and he said "NO, you either give me all the info I'm asking you or you do not take the merchandise... that I'm telling you its OK should be enough for you". I am here asking you to provide in writing WHAT DO YOU DO AND NOT DO WITH MY PERSONAL INFO. I was threatened to provide in order to take my purchased items. ALso why do you make customers signed that merchandise is OK on items before customers are allow to inspect goods that are coming out of your warehouse. THAT, is absurd! How would anyone know the condition of an item if not seeing? yet you demand a signature before customer views item to be delivered. Last, the attitude of your salesforce in general needs to be more professional... the store may look like "country style" but it's not a cow field and customers are humans deserving respect and professional attitude.

Desired Settlement: Private policy showing what does A.F.W. do with all the extensive PERSONAL and Private info. they demand customers to provide even when purchasing a small item paid in cash and been taken immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ Dear BBB and ***************, I hope I can be of assistance in answering *******'s concerns and the BBB complaint adequately. I will start off with our apologies if our salesperson came across as being rude and by saying that we don't share "customer information" however we do make requests for "customer information" for warranty or return purposes (our warranty is in house and is not through a third party). I have sent our Privacy Policy as an attachment. We do share customer information when a customer applies for financing but only with the bank providing the financing, however this does not pertain to this customer's complaint. Looking at our information regarding this purchase made by this customer in our records I see that type of payment used for this purchase was in the way of a "Visa Card" ( I would assume then with the customer stating that they paid by cash that they had paid by using a Debit card (Visa Debit Card) and with that there is a assumption that using a debit card is "the same as cash" but in reality or technically it is not the same as paying in cash...it's simply not paying by credit); so with the customer saying the customer paid cash, it is a little confusing however it really won't make much of an variation in my explanation on why we would ask for "the customer's information" from this customer, but in trying to fully answer the BBB complaint I thought it best to address everything that was mentioned in the complaint. I think I should mention that it is with concern that we didn't properly explain to the customer why we were asking for the customer's information at the time of purchase (I'm finding out now that it isn't that easily explained) and we will address that with our staffing because it is important that we explain why we ask for information when we have customers asking. With hopes that I do not make it sound more confusing than it needs to be: The reason we ask for "customer information" at the time of purchase (referring to this complaint only) is because although we can take cash as payment and bypass having a customer's name on the receipt as we require on credit card or financed invoices (more on that coming up); we still ask customers for their name, address, email address and phone number as to create a customer number/account so that in the event that the customer has a warranty issue, we can find their records as needed to successfully address warranty concerns as requested by the customer. If a customer pays cash and keeps their receipt for warranty issues and later the customer wants to return the merchandise or have it repaired under warranty we can process the claim as necessary (the receipt will provide us with the information needed as in the customer made the purchase with us along with having the date the merchandise was purchased and how it was paid (warranty/return requirements). We have a one year warranty on most everything we sell with some purchases used commercially having some restrictions. The problem we have is when a customer doesn't want to give us information and has a issue later and we can't help them because they lost their receipt and we do not have a records on hand of what and when they made their purchase or even if the purchase was made with us. Another warranty issue is when the customer requests a refund. We refund in the same way a customer pays...if the customer pays by cash, we refund by way of a refund check. If the customer pays with financing we credit the financing bank. If the customer pays by credit card we refund the same credit card that was used to make the purchase (this is an agreement made with the bank issuing the credit card and the retailer and the consumer that holds the credit/debit card...a three way agreement). Simply put; we ask our customers for information so that we may assist them if they were to ever have a warranty or return issue. We do have customers that don't want to give us the needed information enabling us to create an account for them (and we respect that), that become very angry when the loose their receipt and then have warranty issues later thinking we should have records of the purchase and that we should be able to help them when we can't. We try to avoid having this disappointment come up with our customers and having our customers upset with us. At the time of purchase if the customer uses anything other than cash (paper money) we ask for a signature. When the customer receives the furniture we will again ask for signature..just saying that the customer received the merchandise. We are sorry if we made the picking up (receiving) of the furniture confusing as well. So yes, we do ask for 2 signatures. If there are other questions please let me know, as purchasing furniture is most times somewhat unique in regards to many other purchases customers may make due to costs, payment types, deliveries, size of product and warranties. There are a lot of things going on to help make the American Furniture Warehouse purchase a successful experience, now and for later on. ********* Customer Service Director American Furniture Warehouse ***************** ****************** Direct - ************ Cell -************* Initial Consumer Rebuttal /* (3000, 7, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. *****, thanks for your wordy reply however, the fact is that no other large retail store in the U.S. extracts the personal info. AWF does from customers paying cash, debit or credit card for 'take out' goods. They simply require a RECEIPT for a full refund or they offer a store credit if customer lost the receipt, PERIOD! THERE IS NO NEED FOR A.F.W. to violate people's privacy therefore, I feel that if you are insisting in obtaining customer's private info. i.e. home address, License info., Home/Cell #s, e/m, etc. its clearly done for personal/store benefit. I'll keep close track if my info. has been shared and the 'sharing' source. Also. you said you were providing me a copy of your Privacy Policy... I do no see one attached. Please provide ASAP a copy sent directly to me (you have ALL my personal info so use it for a worthy cause) or simply e/m to *******************. Thank you. Final Business Response /* (4000, 9, 2014/04/01) */ I sent our Privacy Policy to the BBB for The BBB to attach it for us as this website does not allow it from our end. I can resend it if necessary. We do well over one million invoices per year and with that we may get one complaint of this type in a one, two or maybe a 5 year period. And so it seems that my attempt was not acceptable to this customer, anymore than how this customer thinks of our way of doing business the fact of the matter is that we do not sell customer's information however we do keep it on file for customer warranty issues as our customers expect us to. I will say that this being said; please refer to my original response for all other rebuttals. Thank you, ********* AFW Final Consumer Response /* (4200, 11, 2014/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ***** stated: "I sent our Privacy Policy to the BBB for The BBB to attach it for us as this website does not allow it from our end", if that is the case, please forward the "Private Policy". Hence, Mr. *****/A.F.W. has ALL my personal information as well as the e/m address I provided directly to him on my response but, he/A.F.W. seem to be far more interested in obtaining customer's personal information and profiting from customers than making sure customers are treated with respect and are satisfied. - Responses as well as notes and names from my experience with A.F.W. will be kept on file. Thank you

4/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bed was contaminated with bed bugs. I purchased a bed frame model # 4722/23/24/57/95-FU and mattress # Gel-9-46M on 09/15/13 from American Furniture. I paid for the purchase with my master card. About 2 weeks after delivery was on 10/06/13 I started to have bits all over my body after sleeping in the bed. I noticed black speck all over the frame and head board and when I touched them all these little bugs scattered. I called up the store to complain about getting a bed and mattress infested with bugs and was told I had no way of proving they came in the bed. I again reiterated that I did not have them before the purchase of the bed. I was told that there was nothing they could do to help me. I cannot sleep in the bed nor can I sit in my chair as they have infested the chair also.

Desired Settlement: I would like them to replace or refund the complete bed and my chair, along with have someone come and spray my apartment to get rid of the bugs.

Business Response: Initial Business Response /* (1000, 5, 2014/03/28) */ I feel the need to explain a few things about bed bugs in hopes of better replying to this customers complaint so please bear with me as it is kind of creepy. Bed Bugs got their name because that is where they are found in the home...that and recliners. The Bed Bug goes to the Bed or recliner because that is where humans sleep...Bed Bugs do not go to beds or recliners because they like the materials each are made of...they only go there to find a food source which is human blood. Bed Bugs are nocturnal feeders (feed at night)...and at night time is where you most likely find humans. Bed Bugs do not go to a bed sitting in a warehouse as there is no food source there and American Furniture Warehouse does not have bed bugs. Bed Bugs enter the home and go to the feeding place...nothing to do with American Furniture Warehouse delivering a bed. One thing to note...I noticed that this customer lives in a complex and most often if one tenant has bed bugs most of the other tenants will have them too and the complex management is aware of it and if approached will agree to pay the tenants bug exterminator costs. Thank you, *** Initial Consumer Rebuttal /* (3000, 7, 2014/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not have a problem with the bugs until after the bed was delivered, and I had to wait for my mattress to be delivered so I slept on the bed for over a week with out one before I had the bed delivered I was sleeping on the floor still no problem. The problem started after the delivery and not before. I never had a problem with my chair until after the bed was delivered. Thank You ******* Final Business Response /* (4000, 9, 2014/04/16) */ Simply put we are in the furniture business...we are not in the bug extermination business. We don't deliver out furniture with bed bugs. Bed bugs enter the home in other ways and go to where people sleep at night. If a customer gets bed bugs it is not due to anything we would have done by delivering a customer new furniture. We do not take responsibility for this customer having bed bugs. I wonder if ******* ever contacted her complex manager as I suggested...it very well could be that they are aware of a problem within the complex and ******* would have a better understanding that she is blaming us in error. You don't have to take our word for it...search the web; Here is just a fraction of what you can research, read and learn on the web: How did I get bed bugs in the first place? Bed bugs come in as stowaways in luggage, furniture, clothing, pillows, boxes, and more when these are moved between dwellings. Moving out won't solve the problem, since bed bugs will just come with you. In fact, while dealing with bed bugs it's best not to sleep away from home. Used furniture, particularly bed frames and mattresses, are most likely to harbor bed bugs. Watch out for items found on the curb! Because they survive for many months without food, bed bugs could already be present in clean, vacant apartments. In a few cases, bats or birds could introduce and maintain bed bugs and their close relatives--usually bat bugs and bird bugs. The source of the infestation determines where your inspection should start. Look through these scenarios and see which fits: Only one bedroom: inspect that room first. People watch TV or snooze on a couch: check it after inspecting the bedroom. A traveler returned home: insects can hide in luggage and then crawl out when it's dark and peaceful--begin where luggage was placed upon returning home. A used bed or piece of furniture (bought or from the curb) was brought into the house: inspect it first. The problem began after a visitor stayed overnight: inspect the beds that they slept in and where their luggage was placed. Next, inspect the nearest place where people sleep. An infestation persists after several treatments by a professional: bed bugs may come through the wall from a neighboring apartment. Inspect rooms that share a wall with a neighbor. (This scenario happens in large apartment complexes and hotels where management didn't get adjacent rooms treated.) If the building has a laundry room, inspect it too. Home health aides come in frequently: bed bugs may have hitched a ride on their bags. Backpacks go to and from school: could have bed bugs. Inspect the bed or couch nearest the spot where backpacks are kept. Where do bed bugs live? Are bed bugs a sign of poor sanitation or hygiene? Where do bed bugs hide? Any place with a high turnover of people spending the night--hostels, hotels near airports, and resorts--are most at risk. But the list continues... apartments, barracks, buses, cabins, churches, community centers, cruise ships, dormitories, dressing rooms, health clubs, homes, hospitals, jets, Laundromats, motels, motor homes, moving vans, nursing homes, office buildings, resorts, restaurants, schools, subways, theaters, trains, used furniture outlets.... Bed bugs don't prefer locations based on sanitation or people's hygiene. If there's blood, they're happy. Bed bugs and their relatives occur nearly worldwide. They became relatively scarce during the latter part of the 20th century, but their populations have resurged in recent years, particularly throughout parts of North America, Europe, and Australia. What about in your home? Most stay near where people sleep, hiding near the bed, a couch or armchair (if that's where you snooze)--even cribs and playpens. Their flat bodies allow them to hide in cracks and crevices around the room and in furniture joints. Hiding sites include mattress seams, bed frames, nearby furniture, or baseboards. Clutter offers more places to hide and makes it harder to get rid of them. Bed bugs can be found alone but more often congregate in groups. They're not social insects, though, and don't build nests. How infestations spread through a home or within an apartment building differs from case to case. Inspect all adjacent rooms. Bed bugs travel easily along pipes and wires and the insides of walls can harbor them. Before treating, you need to confirm that you have bed bugs. The only way to do that is to find a bug and get it identified. Look in the most likely places first. We tell you how. If you find one, freeze it for identification or put it in a sealed jar with a 1 tsp. of rubbing alcohol. Then stop looking--you don't want to disrupt the bugs--and call a professional. What are the legal repercussions of bed bugs? What is my obligation if an infestation in my condo or apartment leads to an infestation next door? The question, "Who's responsible for a bed bug infestation?" has no clear answer. It's hard even to identify who's technically at fault because bed bugs can enter a space in so many ways. Landlords and property owners do have legal obligations to provide safe and habitable accommodations for tenants. Bed bugs may be an unacceptable condition. Tenants have an obligation to cooperate with owners and landlords. This includes preparing the apartment so the pest management professional can easily inspect rooms and treat if necessary. You are legally liable if you misapply an insecticide or apply it without a license to the property of others--including common spaces in apartment buildings. In most cases, landlords, owners and building managers cannot legally apply insecticides unless they are licensed to do so. Laws are changing and every situation is different. Local health departments and law offices have the best answers to legal questions. The only thing that's for sure is that bed bug problems won't just work themselves out. Left untreated, they will spread. The best way to cover all bases is to inform all who are potentially involved early on--managers, neighbors, friends... And take steps to solve the problem: Call the local health department to find out what regulations apply. Call a professional pest control company. Document everything. Landlords and tenants should make sure bed bug work is specified in their lease. For example, an agreement that requires tenants to do thorough preparation for bed bug treatment and to leave the living space while a pest management professional (PMP) works can go a long way if bed bugs arrive. The PMP should visit all rooms or units that share a wall (including directly above and below). Everyone needs to cooperate. Having a plan ready can save time, frustration, and money. If you are a landlord, inspection should be done often with the permission of the tenant. Some tenants will not view bed bugs as a problem. It can get ugly if their infestation spreads to other units and unhappy tenants report that they have bed bugs. Inspect often to find infestations before they spread. Safety is always the #1 priority. Bed bugs aren't known to spread disease. Don't put yourself or PMPs in danger on account of bed bugs. Anyone who inspects apartments must be cautious of sharp objects or weapons under mattresses or in furniture. Always look with a flashlight before touching. Document ALL prevention and control in a unit. This helps prove you took precautions and helps PMPs evaluate the situation. Final Consumer Response /* (4200, 11, 2014/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I did talk to my landlord and I did inspect the internet and read the same article as you have posted. I lived in the apartment for 6months before I bought the furniture and had absolutely no problems. Then I buy a bed and mattress and bang there they are. I slept in the apartment and lived in the apartment with no problem at all. It reads that they can stowaway on furniture when moved between places. So it is possible to bring them while delivering the products. This is the first time purchased from this company and I can see that customer satisfaction, appears not to be part of American Furnitures business policy.

4/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Rug Tag Ruined my carpet The Rug from AFW I bought after 2 yr 9 months the tag located on the bottom of the rug blead ink all over my Carpet. There is now a 6 in by 4 in spot on my rug. I want them to clean my carpet to make me whole. If this is a common issue AFW needs to remove these tags or tell the consumer that this may occure.

Desired Settlement: Spot clean my rug back to new.

Business Response: Initial Business Response /* (1000, 17, 2014/04/10) */ We responded to Mr. ****** back in Jan 2014 to which I enclose our denial letter/email to Mr. ******'s claim as it outlines our standing and that this was and is a out of warranty issue. Thank you, ********* AFW From: ************* Sent: Wednesday, January 29, 2014 2:51 PM To: '******, ******' Subject: RE: Legal response required Dear Mr. ******, In response to your email request to have American Furniture Warehouse pay to have your home carpets professionally cleaned due to the ink off of a manufactures label having bled onto your carpet has been denied. We have found you purchased the area rug from American Furniture Warehouse and picked it up from the warehouse facility on April 23, 2011. With this particular rug having been in your possession and in use in your home for 2 years and 9 months, we cannot determine if within that time you had cleaned your home carpets and laid the area rug down before the carpets were fully dried, if during inclement weather the area rug became wet from being walked on with wet footwear, if there was an incident in your home where your flooring could have become damp, wet or saturated. There are many variables and situations that may have occurred in your home to have caused this concern you have; all of which do not stipulate or require the retailer to be responsible for occurrences that take place within your home. Thank you for your time. Sincerely, ************* American Furniture Warehouse ************ Initial Consumer Rebuttal /* (3000, 19, 2014/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not a good way to loose future business over a small issue. In my opinion take care of the customer. However afw does not. I wish afw goes under at some point. Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 21, 2014/04/23) */ Please refer back to our original response for this or any other rebuttal. Thank you. ********* AFW

4/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Non-receipt of ordered item We ordered and paid for a Holloway Rect Cktl coffee table on 2/14/2014 and a total of $192.96 was charged to our credit card by American Furniture Warehouse, and we were told we could pick up the coffee table on 03/20/2014 or sooner. When we called our sales associate, ****************, about it being late, he replied that it was "on a truck" and the coffee table should be in Mesa shortly, and each time we called back to inquire where the coffee table was, he told us the same thing about it being on a truck. On April 3rd, we received a call from him and he said that the item would not be available for our pickup for ANOTHER MONTH. Then I told him that we would be submitting a complaint and he asked if I wanted to be transferred to a manager, and I was not able to talk to one as I WAS PUT ON HOLD! We find this to be terrible customer service and request that American Furniture Warehouse expedite our receiving this item.

Desired Settlement: The coffee table we ordered a long time ago.

Business Response: Initial Business Response /* (1000, 5, 2014/04/08) */ We would like to again apologize as the back ordered merchandise shipping time was pushed out by the manufacture and with that we have discussed this with the customer in addition to discounting the $179.00 piece by $25.00. We also offered to deliver the merchandise at no charge. It seems that for now we along with the customer are basically waiting to see what happens and we will go from there. Initial Consumer Rebuttal /* (2000, 7, 2014/04/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The coffee table was delivered at no charge to us on April 11th by two very nice delivery workers.

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My entryway wood floor was damaged by furniture delivered by this company on 1/3/14. They have refused to this point to fix my entryway wood floor! I bought several pieces of furniture from this company at their Fort Collins showroom location on 1/1/14. My sales order # was *********. All of the furniture on this order was attempted to be delivered two days later on 1/3/14. At delivery one of the pieces being delivered was a sectional sofa couch and the delivery drivers (after many attempts) could not seem to get the couch to fit down my staircase down into my basement. The delivery drivers did lay down blankets on my floor to attempt to protect my floor while they had to set the piece down several times while trying to negotiate my basement doorway. The delivery drivery drivers then called their customer service dept and stated the piece would not fit and that the customer should get a store credit for that piece so that he may go back into the Fort Collins showroom and select a smaller piece that may fit down my staircase better. Before the delivery drivers left they had me sign off that all the delivered items were in good condition. Several hours after the delivery drivers left but before I went back over to the Fort Collins showroom I noticed that my entryway wood floor had several grooves scratched into it by the sectional sofa couch where the delivery drivers had been setting it down intermitently while trying (over several attempts) to make it fit down my staircase. I called into this company and was transferred to ****** who handles in home damage claims. After leaving her a message regarding the issue at hand it took her 3 days to call me back. ****** then had other delivery drivers which were delivering the replacement pieces the following week to on 1/7/14 to take pictures of the damage and email them over to her. ****** then proceeded to inform me that because I had already signed off on the delivery on 1/3/14 (all be it while the blankets where still down on my floor) that I was out of luck and that she would be "closing my home damage claim". I then proceeded to contact my credit card company, ****************, which I used to purchase all the items delivered and opened a damage claim with them. Just today **************** finally informed me that my insurance protection coverage with them does not include damaged caused to my home even if that damage was caused by items I purchased with my credit card with their company.

Desired Settlement: A credit back to my **************** credit card (used for the original purchase on 1/1/14) for the total amount of $1,268.00 which represents the amount of the repair estimate I have already received from ***********************, Inc., a local wood floor company, to repair my entryway wood floor back to the condition it was in prior to the delivery of my furniture on 1/3/14.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ We denied the claim due to the information we have regarding this claim and we stand behind that denial due to not only did our drivers lay protection on the floor; the customer signed off on the survey as having no damage done to the home during the delivery AND due to the fact that the customer did not call the claim in for approximately 4-5 hours later. At that time we questioned the credibility of the claim. Later and after looking at the close up pictures of the proclaimed damage there are two pictures that you simply cannot see damage...one picture shows a very light scratch with the wood grain. We don't feel that even though the scratch is minor that we caused the scratch as fore mentioned and now seeing an estimate for repairs after reading the BBB complaint in the amount for almost $1300.00 we feel we have added suspicion of deception and will stand by our original decision to deny the claim. Initial Consumer Rebuttal /* (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business seems to want to do business in the community without wanting to protect the integrity that they want their name to stand for. No one representing American Furniture Warehouse other than some hourly paid delivery drivers has ever attempted to come out and see the damage first hand. This business seems to want to say that the customer signed off that the product was delivered in good condition AND WHILE WE WERE STILL IN MY BASEMENT AND WHILE THE THIN BLANKETS WERE STILL ON MY FLOOR UPSTAIRS COVERING UP THE DAMAGE THEIR DELIVERY DRIVERS HAD CAUSED NOT WHILE WE WERE ON THE MAIN FLOOR BY THE ENTRYWAY. I DO HAVE IN MY POSSESSION THE ESTIMATE FROM A LOCAL WOOD FLOOR REFINISHING COMPANY WHO HAS ESTIMATED THE DAMAGE TO BE FIXED AT $1,268.00 AND I WILL ATTACHED THAT SCANNED ESTIMATE FOR AMERICAN FURNITURE WAREHOUSE TO REVIEW. I LOOK FORWARD TO MY CREDIT TO MY CREDIT CARD IN THE AMOUNT OF $1,268.00 SO I MAY GET MY ENTRYWAY WOOD FLOOR FIXED AS SOON AS POSSIBLE. Final Business Response /* (4000, 9, 2014/03/18) */ Please refer to our original response to this complaint for this and all other rebuttals. Thank you ********* AFW Final Consumer Response /* (4200, 11, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just saying please see our previous response is NOT a resolution to this issue. American Furniture Warehouse needs to offer some positive resolution to my complaint about their service within my home. As I have explained before the actual cost from a local wood refinishing business to fix my oak floor refinished is $1,268.00. Please see the attached bid for clarification but to just say for me to see the previous response is NOT in any circumstance a way to address my complaint or concern and is a horrible business practice. AFW should be appalled at their handling of my complaint as NO ONE has reached out to even try and rectify the original damage caused to my entryway wood floor.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Company refuses to honor warranty. Company also claims they have "no records" of previous complaints. I purchased a sectional, 4 chairs, a dining room table an ottoman and a couple of rugs. I have attempted to make several warranty claims with the company when the furniture started falling apart. My first problem was they delivered the wrong furniture. I had to drive to the location and get a delivery/replacement my self. While delivering the furniture, they damaged the table and the tech used a "marker" to cover up the scratch. Then the chairs began breaking. One actually had broken wood! Again, I was instructed to handle this myself. I drove to the ware house with the chair and was told that I had to set up an exchange with customer server. Well, I spoke to a MANAGER and he authorized this. I called again for the cushions on my couch because they started to sag quickly. Again, I was told that they weren't "sagging enough" so it's not a "warranty issue". Then the inside of the couch breaks. You can see the indention from the broken wood. The technicians never came out. Today, I had enough and decided to go in there myself. I spoke with the general manager who put me on the phone with customer service. The customer service rep told me that she has "no record" of any previous calls. They also had a hard time finding my account! Then they told me they see the account but one number in my phone number is incorrect. I explained that I've had enough and I wanted to make one more effort to resolve the problem. At this point I was prepared to pay the cost of a replacement and I was just asking the company to give me a replacement at cost (which wouldn't have cost them anything at all). This was absolutely positively out of the question!! At this point I'm seeking a full replacement or credit on my account and I am no longer willing to pay the cost.

Desired Settlement: Credit or refund for the sofa and for 3 chairs. Replacement pieces delivered with no charge/cost to me.

Business Response: Initial Business Response /* (1000, 5, 2014/03/21) */ Please note that the purchase date of the merchandise that this customer is referring to was 6-4-11. Our warranty is for 1 year: The customer's merchandise is now over 2 years and 8 months and is out of warranty other than the frame on the sectional. 6-4-11 Purchase date 6-6-11 Customer receives merchandise 6-8-12 Customer calls AFW customer service saying he does not want the ottoman - AFW ok's return of the ottoman 5-14-12 customer calls AFW customer service saying his bar stools became loose and that they were cracking. AFW ok's return for refund with a 10% usage fee. AFW ok's the return on 1 of 2 chairs...one chair's return being denied due to burns looking something like cigarette burns. 8-29-12 Customer calls and wants to know how long the warranty is on his Sectional and when we tell him it is for one year (frame lifetime) and that the warranty covers manufacturing defects only the customer asks for a price quote on 1 RAF seat cushion and cover, a core with 1 white backrest pillow cover and 1 chaise cover. We call the customer back with prices with no response. 1-21-14 Customer calls again wanting price quote. We give him price and offer a AFW tech to install at no charge however customer wants to think about it. Customer does not notify us of his decision. 2-6-14 The customer calls AFW customer service and says that he thinks the frame is broken on the sectional (we see that this is after moving the sectional to a location other than the address the sectional was originally delivered to). AFW sets up a for a service tech to go out and evaluate the sectional on 2-13-14 but we have a wrong phone number and cannot reach the customer or gain access onto the property. 3-15-14 During our conversation with the customer **************; at this point the customer is wanting us to sell him a new sectional at cost rather than allowing us to fix the "out of warranty" furniture to whereas he pays for the materials and we will pay for the labor (free frame repair).; AFW customer service at this time explained to ***** that we had set up a service call but we couldn't get in due to the gated community and we had the wrong number to get access, however ***** said that he does not believe us and if it was true it wasn't his fault...we apologized and asked ***** why he had not called us to find out what was going on to which he said he had been in a car accident so he couldn't call for a few months and he had a witness that would testify in court and that he has a lawyer that has agreed to help him in filing a small claims case and his lawyer had suggested to him that ***** should complete "due process" before setting up a small claims case and ***** wanted us to be clear that he is internet savvy and that he would put the word out on us in regards to giving him the run around. We asked ***** why he was going there (threats) as we were trying to help and for ***** to acknowledge it hadn't been just a couple of months...it had been much longer than that and he could have called us. 3-15-14 We explain to ***** that we have explained to him what we can do for him and in addressing his concerns during the beginning of his complaint that it has been him as the customer that is always "wanting to think about it" on every occasion. 3-15-14 ***** said he was moving in a few months to California and he will just have to get rid of the furniture anyway but now he wants new furniture. We have explained to the customer that our "in house repair shop service" would take about 5 days (1 day for us to bring it in, 3 days in the shop, and 1 day to bring it back out and we would pick it up and deliver it back out at no charge and we will repair the frame at no charge to him) but the customer refused our offer because he didn't want to be without furniture (we only need to pick up one part of a sectional). So again we offered a tech to come back out to his home so we could take a look and see what parts may be needed and suggested to ***** that he let us pick the piece up and bring it into the shop for repairs and the customer said ok and assured us that he didn't know if he would be there when we got there (regardless of what time we agreed on to meet him there). At this point we are not sure if we want to continue trying to work with ************** in lieu of his not allowing us to work for or with him as we try to help him even though the merchandise is out of warranty other than the frame (again...the frame is under warranty against manufacturing defects - not to say that the customer caused the damage when moving the merchandise from one location to another; regardless we agreed to fix the frame)...and we think his requests now to give him full credit or a full refund for the sofa and 3 chairs and that replacement pieces be delivered with no charge or cost to him that are now approaching 3 yrs old as being completely without merit and we will not abide. We will stand behind our offer to repair the frame however we have flagged this customer in our system; "Do Not Do Business With". ********* American Furniture Warehouse. Initial Consumer Rebuttal /* (3000, 7, 2014/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's a miracle how suddenly AFW is able to locate all of my previous calls but on our recorded telephone calls the rep stated that there has been "no previous calls". There is no reason to aggravate a customer even more by intentionally giving false information, then turning around and posting more accurate information on the BBB complaint. I have also flagged this company and reviewed them on various online review sites as "DO NOT DO BUSINESS WITH". I will also add to the reviews that this company practices regularly "flagging customers" who file warranty claims. At first, I believed that this company actually cared about their reputation but looking at the hundreds of negative reviews online, I see my efforts to reach someone who is customer service oriented is in vein. Let's just consider this complaint unresolved. Not that it would matter with their horrible reputation anyway. I purchased a new sectional from a reputable dealer. Again, why a company would refuse to take care of a customer is beyond me, but looking at the amount of complaints they have received, I can understand how they would love a great deal of money if they took care of everyone. It's unfortunate that companies like this are allowed to operate in the State of Colorado. I will urge others to file with the Attorney General for deceptive business practices. Final Business Response /* (4000, 9, 2014/04/04) */ ***** is wrong. We do NOT have hundreds of complaints online so again ***** is the one fabricating, and even though we do well over one million invoices per year and our business is growing everyday. ***** is wrong: we are not a terrible company as most of our customer's are repeat customers and we have grown to be the largest privately owned company in Colorado and are continuing to do well and see sales rise. ***** is wrong as we absolutely care about our customers when our customers have a legitimate complaint. ***** is wrong; This is not a warranty issue; this is a "out of warranty issue". ***** is wrong and ***** recently came and put his sofa in the parking lot of one of our satellite stores...satellite stores are not set up for customer returns however ***** did not care once again and left it there making his troublesome statement that ***** makes all the rules. ***** is wrong; I had no trouble finding records as I listed them with my reply and I doubt anyone else working here would either. ***** is wrong...reading the comments only points out that ***** is wrong...not that we were unable to find records. ***** is wrong in thinking we should have a "buy back program" for customers that are moving out of state and they would rather just have the store buy back the merchandise so the customer doesn't have to move it with them. ***** is wrong in thinking that his underhanded threats of spreading bad information on our company in hoping to hurt our business is ok and that he is successful at doing so. ********* American Furniture Warehouse

3/19/2014 Delivery Issues | Read Complaint Details
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Complaint: Return policy is very confusing and customer service employees are rude and unprofessional. Get told one thing and then a different thing in another sentence. Shop Manager of the Repair Shop would say there is a problem with the product but it is not a defect. HUH??? Product_Or_Service: Couch and Loveseat Order_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Want the 15% Re-Stocking/Usage fee refunded to us.

Business Response: Initial Business Response /* (1000, 5, 2014/03/11) */ We do have a 15% restocking fee when customers ask us to restock merchandise within the first few days however in this case it was a case when the customer used the sofa set for six weeks at which time they contacted us saying that they would like to return the merchandise due to comfort issues. When the customer returned this merchandise we found nothing as far as defects however it was slightly damaged (dented) and fairly stained (we were told by the customer that they were milk stains)...we feel that the 15% restocking fee was very minimal on our part. Initial Consumer Rebuttal /* (3000, 7, 2014/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am disappointed in this response. I do not feel it was a comfort issue. Four of their people told us the couch had a problem with the springs. As far as the stain, yes something did get spilled it was 1/4 inch by 1 inch that could have been wiped off. And the dent they pointed out on the arm of the loveseat had been there since we brought it home. No we did not call it in as thought it was just part of the leather. The set was fine the first couple of weeks then we started to notice the problem. That is why it took more then a few days. That was why I called to find out about the return policy. As the return policy or anything about a 15% re-stocking/usage fee is no where on our receipt or was never explained to us. I don't understand how four people can admit to us that when they sat on the couch or loveseat they could feel that you leaned to one side. The Repair manager even admitted that there is a problem with the springs. They just don't want to admit the couch and loveseat were defective. We still want the 15% fee refunded to us. As we feel it was defective product not a comfort issue. I have the four names of the people who sat on the furniture and said yes there was tilting when sat on.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I was injured by an AFW employee. On 21 January 2014 at approximately 1542 (3:42pm)while attempting to gain access through door #7, a red service door to gain access to the warehouse, an employee exiting through this door from the inside pushed this door open from the inside with such force as to not care if another person is on the other side of this door while I was reaching for the handle of this door. The handle of this door hit the first and second knuckles of my left hand causing swelling and minor bruising. After my business at the warehouse desk I imediately went into the store and reported this incident to the management. The manager I spoke with reluctantly filled out an incident report and I state "reluctantly" as this manager did not wish to persue this matter and attempted to "brush me off". I never received an appology from the employee that struck my hand with the door either. It has been three days since this incident and I have not heard from anyone from AFW. I did however ice the first two knuckles of my left hand thereby reducing the swelling and the bruising has deminished however there is still some pain. There does not seem to be any broken bones, just pain and stiffness. If the pain persists I will be seeking medical attention. I am very lucky that I did not fall backwards down the stairs leading to this door. Common sence states that there should be a window in this door so as to not cause a person attempting to gain access through this door from the outside a very severe injury from someone attempting to exit through this door.

Desired Settlement: I am quite surprised in the fact that a representitive from the **** empire of the chain of American Furniture Warehouse has not attempted to contact me regarding this incident. After waiting for three days for an employee to contact me I wish to be contacted by a member of the **** family if they actually care about the welfare, health, and safety of their customers to discuss this situation if they wish to avoid legal action.

Business Response: Initial Business Response /* (1000, 5, 2014/01/29) */ Our H.R. Department contacted Mr. **** a few days ago and addressed his claim at that time. Initial Consumer Rebuttal /* (3000, 7, 2014/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) After my phoning the corporate offices of American Furniture Warehouse located in Englewood, CO because I had not heard from them regarding my injury, I spoke with a woman by the name of ***** *****. I had informed her that I would be seeing my doctor regarding my injury on Monday, January 27, 2014 at 9:00am and that I would be notifying her of the results that afternoon. At the time of my doctor appointment the discoloring had gone away however there was still some slight swelling most of which had been reduced by my applying ice all weekend but there was still some considerable amount of pain. After an examination my doctor had determined that there was in fact some internal bruising. I was instructed by my doctor to obtain X-rays from an outside source as the X-ray machine in my doctor's office was out of service at that time. The X-rays were taken at **************** ******* located at ************************************************, ************. That afternoon of January 27 I phoned ***** ***** at the phone number provided by her, ************, and had informed her of the diagnosis. She claimed at that time that she was on her mobile phone and that the signal was bad and that she could not hear me and that she would call me as soon as she arrived at her office as she was on her way there. I have not heard from her. She did not call me back as she had promised. As of this writing the date is February 06 and I have not heard from her. I left her a voice mail message with no reply what so ever. Obviously the owners and employees of the American Furniture Warehouse empire do not care about the health and welfare of their customers. Final Business Response /* (4000, 9, 2014/02/28) */ As we understand it Mr. ****s looked for medical treatment and is covered under ********...all of our doors are all approved via any and all local safety codes as well as our Insurance Risk Specialist deeming that the door is without hazard and we have discussed this in detail with Mr. ****s. At this time we are not furthering any other correspondences with Mr. ****s.

3/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: AFW stole $251.54 Poor quality power couch broken and unfixable. Owned not even a year, still under warranty. won't give me full refund (keepin %15) AFW stole $251.54 from me!!! Less then a year ago i bought an expensive "Transformer" couch from AFW. A power operated nightmare. The first day I got it, it had temperamental electronics (One of the cup holders that housed all the "bells & whistles", aka: the buttons for powering the recliner, occasionally would not lower the recliner legs) At the time I put off calling to have it fixed because I had just found out my husband has cancer. The couch was kept covered in plastic (to keep pets off) and rarely got used. A few months ago the headrest on the opposite recliner quit working completely, and I knew it was time to have someone come fix it. In the past two months a tech has been to my house 3 times to try and fix it. Parts were ordered twice and it is still not working correctly. After the latest tech advised me he would let customer service know it was unfixable, I received a call from customer service telling me i could exchange the couch (or get a refund) minus 15% (which totaled $251.54 - including the delivery fee I am out). At first, i was accepting of the 15% loss, knowing that if I reselected something new, i would be waved the delivery fees and be at least somewhat satisfied with something else. After roaming the store for an hour in hopes of finding something I liked (and not once having a sales person offer assistance), I discovered AFW has practically zero choices in the color I wanted (black - an extremely popular color in most people's opinion, including the sales person I finally managed to find). Feeling completely let down by my options and knowing I only had two weeks to find a replacement, I spoke with customer service about my displeasure. Hoping to find a compromise ... a straight exchange without the missing 15%, which would afford me a grey couch that I settled on, or a full refund...but the lady in customer service, void of all empathy or even the simplest inclination to satisfy a long time customer (I have spent thousands in the past decade at AFW), was a zero help. Needless to say, i decided on a refund, knowing I just gave AFW $251.54 for NOTHING in return. No more will I be shopping at AFW and neither will anyone I know, as I have a strong influence on many who once shopped there.

Desired Settlement: I want the full refund, including delivery fee. will settle for discount on future couch and free future delivery

Business Response: Initial Business Response /* (1000, 6, 2014/01/29) */ After going out on service calls to the customer's home (as the customer included in her BBB complaint however we would like to point out that this was at NO charge to the customer whatsoever), we found that we could not make the needed repairs due to the parts needed are no long available. With the customer using the sofa approximately one year we gave her a full 85% credit...the 15% fee for using the sofa for one year is $179.85 and the Delivery fee of $69.95 was not refunded (the delivery was made and is not included in the warranty coverage). With taxes the amount disputed would come the $251.54. We don't feel that a customer using a $1199.00 sofa (which would cost more if purchased elsewhere) for one year for $179.85 is being unreasonable. Initial Consumer Rebuttal /* (3000, 8, 2014/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was sold a faulty product with a one year warranty, and returned the product BEFORE the full year ended, i should've been refunded the FULL amount. Final Business Response /* (4000, 10, 2014/02/11) */ The Limited Warranty is not a "Cash back guarantee".

2/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Customer Service was unwilling to make up for multiple issues surrounding product quality, and store mix ups. We purchased a table on 12/31/13 and scheduled to pick it up on 1/3/13. The table was in a large box when we picked it up so we could not see the condition of the table. We opened the box, which was in good condition to find the corner of the table completely smashed. We called the store and they told us we would have to bring the table back to the store and exchange it anytime after 10am on 1/7/14. The woman we talked to said she would make a note to have the employees open the box and inspect the table so that we wouldn't have the same problem. When we returned the table around 5 pm on the 7th, we found that the table was not at the store and no order had been made. They then told us they would schedule a delivery and the quickest they could do this would be Thursday 1/9/14 between 7am and 7pm or for Saturday 1/11/14. When I called costumer service to see if there was anyway they could speed it up since we had been waiting for the table for 4 additional days alread and give us an exact time for delivery on Thursday their only response was "We don't do that." I find it unacceptable that they would inconvenience us twice, and then force us to wait a total of 11 days for something we have already paid for. It is even more unbelievable that their only response to a customer asking them to rectify their mistakes was, "we don't do that." What makes this even worse is when I went to leave a review on the website, I found the only one who can leave comments under the Costumer Testimonial tab is American Furniture Warehouse. There is no way to make our experience available to other potential costumers who will face the same unacceptable service other than the Better Business Bureau.

Desired Settlement: Since I probably won't get a response to this claim or my table in a timely fashion prior to scheduled delivery date of 1/11/13, I want American Furniture Warehouse to create a customer review section on their website that isn't filtered by American Furniture Warehouse. This way future customers can make an informed decisions and be made aware of how lack luster their service actually is without AFW censoring their unsatisfied costumers.

Business Response: Initial Business Response /* (1000, 8, 2014/01/28) */ Per our records after the customer took the purchased table home she called us to inform us that the corner of the table was crushed. Please allow me to explain something very important here...We do not fully stock all merchandise at our Show Floor locations (as in the purchased table) as we are a "Warehouse" operation... meaning we have satellite stores which are stores that are primarily just a "show floor" with a very small warehouse area for small items and mattress pickups; that being said we offered to transfer a table over to the satellite store for her to make the exchange (rather than having her drive to the warehouse location to pick up another table) and yes the order was made...if the customer was told it was not; that would have been an error from to whom she spoke or the customer didn't understand what was being said. The warehouse that transfers merchandise to the store that the customer wanted to pickup from, went out of stock on that particular table and the transfer from warehouse to warehouse had to take place first. We made arrangements to do so with no questions asked on our part in regards to the new table being found "crushed"...inside a box that was not damaged from the factory. The customer requested that we find a way to get it there faster than our normal operations which we were unable to do to her liking...For her "inconvenience" we offered a in store credit which was refused. We then offered a free delivery however the customer wanted a night delivery which we did not have available (we do not schedule night deliveries...NOTE; we deliver to her area 7 days a week) and then after setting up a free delivery, finally we were able to make the delivery however I do not see this information in the complaint. If there is any truth to having two sides to a story this may be the example. We feel this is a customer we are unable to please and it is unfortunate that she also feels that our website should better suit her needs as well in regards to wanting to complain there as well. We suggest that this customer shops elsewhere in the future for her home furnishing needs...as we are very upfront with what we offer in values and the great service that goes with that. If a customer makes a decision in regards to what we offer, and it is not to their liking (we do over a million invoices per year and most of our customers are loyal repeat customers but we know we can't please everyone); we suggest that rather than trying to change our operations it is best to choose to shop somewhere that is better tailored for you as a specific customer.

1/29/2014 Guarantee/Warranty Issues
1/27/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Ad included in the Sunday 12/22/2013 Arizona Republic listed a chair for $50.00. We arrived at the store at 11:00am, found the chair working with two sales people and confirmed that we wanted purchase two. They wrote up the order and although they indicated that they could not believe the great price, they both indicated that "the store would honor the price since it was listed in the ad". The sales people took us to the payment area where the transaction was completed; however, as we finished the store General Manager came up and directed staff to cancel the order as they would not honor the price. She admitted that none of the three associates knew about the error and that despite their statements that they would honor the price, she was not going to. She also indicated that there was a bulletin board at the front of the store with a disclaimer about the error, but she admitted that it has just been posted. When we looked at it, the posted indicated that there was an error in the price for the chair in the ad listed in the Sunday edition of The Denver Post and that the Colorado stores would not be honoring the price; however, when we noted that there was not mention of the error made in the Arizona Republic, the State of Arizona or the Gilbert, AZ location she indicated that they did not have to provide that type of correction and that they did not have to honor the price listed and advertised. Product_Or_Service: Bonded Leather Accent Chair Order_Number: listed on paperwork Account_Number: they reclaimed all p

Desired Settlement: DesiredSettlementID: Other (requires explanation) Honor the price as advertised. This is a new business to Arizona and they have not honored the terms of truth in advertising nor did they take the appropriate steps to explain an advertising error by posting the correction and/or informing their staff. Three staff members all indicated that the price would be honored even if it were not correct.

Business Response: Initial Business Response /* (1000, 5, 2014/01/02) */ Yes...we are new to the Arizona area (although we have sold to Arizona for years from our Colorado locations) as we are based in Colorado where we have a strong customer base in that over 80% of our customer in our data base are return customers partly due to our honesty and value and with that we don't want to be upsetting customers and we work very hard not to. It is worth mentioning that the sale price of $159.00 was to bring customers in to see our new store and we plan on selling approximately 600 chairs at the $159.00 price and we know they will sell fast at this price. The "news paper" ad came out with a price of $50.00 and we put up a notice in the store as soon as we were aware...with a store this size it took a few minutes to inform all employee's of the error...however one trip to the computer to key in the merchandise to see the ad was printed wrong, any employee could verify there was a mistake (something we are not used to) and then to verify that we posted the mistake as a mistake for our valued customers. Mistakes happen. We have been in business for over 35 years and we spend millions of dollars on advertising every year (we advertise a lot is my point) and I can't remember but maybe 5-6 times over the last 15 years that we had a ad print error...Please don't think or assume that this is some type of normal occurrence. When I spoke to the store manager ***** ******** he assured me that if the customer was to go through him we would honor the $50 each sale price for two chairs if the customer here was not understanding that mistakes happen. Final Consumer Response /* (3000, 9, 2014/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The store opened at 10:00am and we arrived and attempted to make the purchase after 11:00am giving the store ample time to communicate the error. Nothing was posted at the store entry until after 11:00am and even then the posting listed "Colorado" "The Denver Post" and "Denver" as the areas impacted by the advertising error. Both of the employees we interacted with on the floor checked the price in the computer and indicated that they would honor the price -- neither was aware of an error and the third employee, the cashier, was also not aware of the error. I spoke with a woman who represented herself as the "store manager". She indicated that she would not honor the price. I asked her to clarify if she was the manager for the entire store or if there was someone I could speak to at a higher level. She confirmed that she was the store manager and that corporate would not allow her to honor the price. I am happy to resolve the issue and purchase two black chairs at $50 each (plus tax) if we can resolve this issue; however, it is impotant to note that the store's initial response was not accurate. I have yet to receive a phone call from the store, but I will contact ***** ******** in the next week to arrange for the purchase of the two chairs at $50.00 (plus tax) each. Once that transaction is completed and the price is honored, I believe we can close the case. Final Business Response /* (4000, 11, 2014/01/09) */ We await the customer's contact and purchase. Thank you, Rob

1/3/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: broke front storm door off hinge while delivering furniture on Monday Dec 2, 2013 American Furniture delivered bedroom/living rm furn. When delivery people arrived i offered front door or garage door to enter, ****** said front door was ok. While admiring some of our new furniture they completed job and asked me to sign including survey, i signed as instructed and thanked them, they were very pleasant, they left. While leaving for work i opened front door and it wouldn't shut and that is when i noticed they had broken top of door, it broke off hinge, it seemed as if they forced door to open beyond normal and that is when they broke, i wished they would have said something because it was a very obvious damage. I called service dept. and the gentlemand asked if he could send people back to check damage, i responded yes they could but i wouldn's be there but door was not locked. He referred me to ******* she appeared very concerned and asked me to send pictures, which i did, very detailed photos. she asked me to send pic of entire door, which i did. She then told me that her people had gone back to check door and that wood was rotten, no such thing i just bought home and moved in on 11/26/13 there was no problem with door. She kept on putting me off saying that she was checking with repair people and finally 12/12/13 she admitted fault and offered to pay 1 hour of labor which was $45.00 i responded that i would accept 90.00 and she said no, I then asked to please just fix my door and she said ok that she was going to check with her other repair company. Today 12/13/13 she called and said that they had gone back to my home and they decided that the bottom of my door which the meta storm door sits is rotten and that the screws that broke were not original and that the problem is a pre-existing one and they accept no liability whatsoever. Although she said she was sorry and she understood she stood her ground and said it was not their fault and i hanged up, she then left a message with same conclusion. We spent a total of 3,000.00 and were planning to spend more, we need to furnish entire house. This is my first complaint against someone, but i can't believe that American Furniture and representatives don't truly care or have any compassion on those who they depend on, and owe their success to, which are the customers. In addition to this delivery, We also bought a real nice Media center which was delivered at a different day and after people left i notice that the top of center was loose, they forgot to attach four screws and made top very unsettled, i called ****** (delivery person)and explained, he was very nice but told me that if i had baby screws i could fix it myself, i also mentioned this to ****** and offered to send someone, but subject never came up and no action was taken. Iv'e been in the Public relations industry for many many years and surely can recognize bad, bad service and negligence from such a reputable and successful company such as American Furniture Whse. that one of their main themes i great quality Service. I guess my wife and i have to go elsewhere for the rest of our Furniture needs.

Desired Settlement: Repair of door or replacement $148.00 plus installation of new door whichever is best for American Furniture Whse.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ ****** ******* called after his delivery was complete on 12/02/13 to claim the delivery team dispatched to his home had damaged the front storm door. The claim information was taken and we contacted the delivery team to have them to return to Mr. *******'s residence to access the situation and to take pictures, for which they did. The delivery team called in informing our customer service department that they did not cause any damage to the property and wanted it noted the bottom portion of the wood door frame was rotted. Mr. ******* was contacted on 12/03/13 to discuss the claim. Mr. ******* stated the damage to his storm door was at the top hinges (a slight tweaking of the metal the hinge is welded to), saying they were pulled out of the door. We asked Mr. ******* to send additional photos of the damage to include one of the entire door and not just where the claimed damage was with hopes we could at some point identify what Mr. ******* was referring too. We were unable to make out the damage referred to by looking at the pictures (blurry) and sent the claim with pictures to a third party repair service we use called "Handyman Hub" to see if they could offer insight into the claim. While a determination was in the process Mr. ******* sent a new email showing a screen shot of a new door from Home Depot along with the cost of a new door. The report we received from "Handyman Hub" stated that they too were unable to make a complete assessment of what the damages were or if our drivers were responsible. A call was made to Mr. ******* stating the damage was still unclear to us (we simply cannot understand by looking at the pictures what damage Mr. ******* is referring to) and in knowing Mr. ******* was anxious to complete the claim we made an offer of (1-hour labor) $45.00. Mr. ******* did not accept this offer with a counter request for $90.00. Still unclear of the true damage or cause for that matter, we then sent an AFW service technician to the home that was in the area and requested him to inspect the door and try to determine what may have caused the damage and to please let us know if AFW should offer additional compensation or to do anything further. The service technician made his evaluation of Mr. *******'s screen door on 12/12/13 and reported that the screws in the top hinge of the door are not original to the door and stick out of the hinge; the larger head on the screws being in the way of full motion could cause stress on the hinges and doorframe; In addition, the bottom wood doorframe is weathered and rotted which may cause additional stress on the top hinges when the door is opening and closing under normal circumstances. Mr. ******* was contacted on 12/13/13 with the above findings from the technician, at which time it was explained to Mr. ******* that there is preexisting damage to the entry doorframe, which could have contributed to the concerns he is having. During this conversation Mr. ******* became agitated and abruptly ended the call. An immediate return call was made to Mr. ******* that went to his voice mail. A voice message was then left re-explaining the circumstances and the information gathered with the final determination being that due to the preexisting condition of the doorframe and the storm door itself, and even though an AFW delivery team was at his home and used the doorway, this does not make AFW culpable of the damage or signs of an aging door with incorrect hinge screws. The claim for damages was denied in lieu of information as it was presented . Final Consumer Response /* (4200, 11, 2013/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you, American Furniture Whse. for your efforts, however false and misleading. Short from us having the inspector who did our home, a general contractor, or seeking legal action to prove afw wrong,which we won't do this. Their denial of liability make us to be liers and opportunist, but we'll forgive them and release them and move on. They need to look up the definition of dignity and please do not call us valued customers at least respect that.. Once again BBB. Thank you. No more responses Final Business Response /* (4000, 9, 2013/12/26) */ Our tech was unable to determine exactly what this customer was referring to as far as the door being "broken" (the tech report said the door opened fine and closed fine when he evaluated the door)which was in line with the report of our 3rd party assessment...the only thing being notable was a aging door and door frame and stress fractures to a hinge hence why we denied the claim to replacing a aged door simply because our delivery drivers use it when making a delivery at the customer's request with furniture the customer purchased. This is not an attempt to avoid responsibly...we just did not have clear or even partially clear indication that what the customer is referring to is damage our drivers caused. With that this is a valued customer and we were willing to help the customer upgrade his door from a used door to a brand new door by offering the $45.00 credit just on the customer's word alone but as stated before the customer refused the offer wanting a new door and the labor costs to replace the door which seems very unreasonable.

12/30/2013 Problems with Product/Service
12/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Not honoring delivery agreement and lack of commitment on the terms of delivery. I order over $5,000 in products from AFW in Fort Collins (Order XXXXXXXX). At the purchase the Sales representative told me that 1 of 2 sofas purchases will need to be back ordered (item ********)but that they were expecting to receive on 11/5 and AFW will need another 7 days for delivery, and the other (item ********* could be delivered with the remaining of the itens on 11/05. On 11/05 the delivery company show up on the agreed time, but without the item ********* at the same moment i contacted the customer service and they representative told me that both itens went back order, but like he could see both item been received by AFW that in additional 7 days we should be receiving the two sofas. Today i contact the customer service (at this stage I was expecting received by tommorow) and ****** from Customer Services told me that AFW should be receiving the item on 11/15 and that i potentially could get the 2 sofas on 11/21. Once it is the 3rd change in the delivery commitment, I asked if she could guarantee that on the 21st i will have my 2 sofas, and she said "NO". So when I asked if it Could be on the November 21st same as it could be on the next year, and she told me "YES, Can be next year, anything can happen....." and offered me to refund my credit card (charged in 11/02)if decide to cancel my order. AFW is showing no commitment with the delivery terms agreed upon the purchase and not only change the statments but shows no respect for the commitment. I don't know if its lack of integrity from AFW or just lack of interest to keep the customer, but its is very disrespectful.

Desired Settlement: Tomorrow delivery as agreed

Business Response: Initial Business Response /* (1000, 9, 2013/12/03) */ We apologize to Mr. ****** ********* as he is very much a valued customer and had hoped for his understanding regarding back ordered merchandise in that we as a retailer can only estimate arrival times (and we do a pretty good job at it) as there are many stipulations beyond our control in regards to back order dates and arrival dates as set by the manufacture. We work hard to only buy from vendors that have and maintain a good "shipping" record and if we see a vendor that is not shipping on time we drop the vendor (our only recourse). We also have 4 large warehouses that we are continuously bringing merchandise in to as it comes in, to avoid back ordered merchandise scenarios. We also know that vendors are subject to their vendors as well in regards to receiving materials for the product they produce, not to mention the variables in shipping times in general (trucking and ship times vary due to many things as you can imagine... weather, port of entry delays and container availability for example are but a few of the unforeseen problems that may delay back ordered merchandise's arrival). Keep in mind we are talking about big heavy furniture as opposed to small appliances or DVD'S for example...a huge difference in shipping methods. All things said and done we try very hard to have merchandise in stock and as far as the industry goes we are the leader...we continually have "purchase orders" coming in and we unload containers and tractor trailers to the unheard of 120 containers per day per warehouse location. This process goes on 7 days a week all year long. We also understand that this is no excuse to a customer that is wanting their purchase to be delivered to their home when we hoped it could be however we explain up front that all arrival dates are approximate and with that they can change (sometimes they come in a little sooner, sometimes a little later than expected). If a customer is upset with the uncertainty of back ordered merchandise arrival times, we are happy to give the customer their money back. This is not and was never intended to be a show or a act of disrespect or not caring; it is something we will be happy to do if the customer is unhappy with their purchase of back ordered merchandise. Looking at the records...I see on the BBB complaint that the customer had asked if we had responded on XX-XX-XX however now looking at the customer's order it looks as if the customer did in fact get the needed delivery on XX-XX-XX so I am confused. At this time we are hoping Mr. ********* received his merchandise and is now enjoying his purchase.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered two chairs totalling $48. I was charged $800 for delivery and now they say they cannot credit me for five days. While placing the online order, I checked each page carefully for delivery fees. When I gave my debit card number I was charged $800 for delivery of two chairs that only cost $48. At no point was I asked if I wanted to confirm my order, and immediately my card was charged causing an overdraft in my account. I called to cancel the order and they said it would take five days to cancel and credit my debit card, which now will cause an overdraft charge to my account and will cause checks to be returned. Their practice of not disclosing the delivery charge immediately upon placing the item in the cart, as most vendors do, is absolutely absurd and is misleading.

Desired Settlement: $848 immediately

Business Response: Initial Business Response /* (1000, 10, 2013/12/03) */ Please see attachment(s): I have included information directly from our website that asks our customers to please click Estimate Shipping and tax prior to checkout. I also included the delivery map from our website that explains shipping availability along with "Purchase Price minimums" and requirements. Florida is a state that we deliver to however the minimum purchase amount is $8000.00 and with that there is an additional 10% delivery fee. As this customer did not meet the minimum purchase price we would have immediately cancelled the order and emailed the customer, informing the customer that we did cancel the order due to him not meeting the requirements for shipping. Our website (see attachments) explains our delivery fees and we are sorry that this customer missed this information. Note: The credit/debit card would be refunded in a case like this right-a-way...the 3-4 days to hit the credit/debit card is how long the bank that issued the card to the customer would take to process the payment and credit.

11/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Delivered damaged furniture 3 times for replacement just to push it past my warranty date & tell me my warranty expired & can only offer 20% refund I contacted AFW in Pubelo, CO the last week of May 2013, because the desk I had purchased had a long split in the wood on the side panel and the hutch was warped on top at one end. A serviceman arrived on June 3. June 4 AFW called to inform me a new desk and hutch had been ordered, should arrive in about 1 mo (it was well over a month before the order came in). Since the 1st service call on June 3rd, AFW made 3 attempts to replace the merchandise, but they were trying to replace the defective desk and hutch with merchandise that was damaged prior to being delivered, merchandise their own delivery men would not take off the truck because it was damaged. 1st delivery (first replacement desk): delivery men were late and didn't want to bring the replacement desk upstairs (8 stairs) and take the defective one down, they ask if they could just change out the side panel, I agreed as long as everything worked OK after they were done, but they could not get the center desk drawer to open and close properly. Delivery men told me to contact customer service about the drawer. The 1st replacement hutch was damaged so the delivery men did not leave it and took my defective one with them. I contacted AFW about the desk drawer, was told they would deliver another desk when they redeliver the hutch. 2nd delivery: the delivery men called, said they had just made a delivery a block down the road from me. They said they had just checked out the items to be delivered to me and found both the desk and hutch to be damaged and did I want them to come by so I could check it out. I said yes. The delivery men and I both agreed to send it back. 3rd delivery: the replacement desk they sent had the original defective panel on it and the delivery men would not take it off the truck. The hutch appeared to be ok so they delivered it, but we noticed the doors were uneven. This was the last delivery attempt that they would make. The delivery men contacted their office, arrangements were made for a serviceman to come out and try to fix the desk drawer and hutch doors. (October 7th) Serviceman could not fix drawer (still does not open and close properly and hutch doors are still uneven). Serviceman said I should hear from someone within a couple days and if not then I need to call customer service. I waited a week, called AFW October 14th, was informed by a person named ******** that they could only offer me a 20% credit because my warranty had expired. She said they would apply the credit to the credit card that I had made the purchase on, I said I used their special financing and the account was paid in full and closed. She said they would send me a refund check for $133.60. I made her aware that I was not satisfied with a 20% refund. I don't believe I should get stuck with defective merchandise. AFW was contacted in plenty of time about the defective merchandise. I had no control over the replacing of the defective merchandise extending beyond my warranty date, it was AFW who pushed it beyond the warranty date because each time they made a delivery, they delivered damaged merchandise, which I was not going to accept. Also, I've found a large crack in the top corner of the hutch they delivered on the 3rd trip above the open shelf. It's dark wood, it's in the top corner, and went unnoticed at time of delivery. AFW has not been contacted about this because it wasn't found until after I was told what their settlement would be. I received AFW's refund check on October 23rd in the amount of $137.47 and will not cash it because I do not believe this matter has been settled to my satisfaction. Date of Purchase: 9/4/12 Delivery Date: 9/13/12 Sales Rep: ***** ******* Store: Pubelo, CO Order # XXXXXXXXX Defective Items/cost: 54" Augusta Desk $399; 54" Augusta Hutch $269,

Desired Settlement: I want a desk and hutch that has no defects and that matches my file cabinet.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ We contacted this valued customer after receiving the BBB complaint (via our customer service department in Thornton) at which time we requested the customer to send us pictures regarding the issues she referred to. After viewing the pictures with our apologies we agreed to exchange the desk. The exchange is scheduled for 11-14-13. We have high hopes that the exchange will resolve ****** ****'s concerns. Thank you Final Consumer Response /* (2000, 7, 2013/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their response is accurate but the items to be delivered on November 14, 2013 were not up to their standard or my standard and have been rescheduled for delivery on November 27, 2013. It's still ongoing as of this date (Nov 22nd)

11/22/2013 Problems with Product/Service
11/19/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought a solid mahogany dining set for $1500.00 less then a month ago , stain is peeling and they will not warranty or pay for repair. Contacted customer service and sent pictures of spots and they setup a tech visit. Tech was here 5 minutes took pictures and left. Customer service called back told us that they feel we caused the damage either by chemicals or waterspots. We explained to them we cared for table exactly how they said. Wiped with water washcloth and that no chemicals ever touched the table. Then called back again and told them I would like a second tech to come out and take a look and they refused. Now we spent $2000.00 there in less then a month and thought they would take care of us. Only options they gave us was to return table and refund minus what it will cost them to repair or pay them $135 to repair. Ain't gonna happen !! I expect when spending $1500.00 on a table it should last longer then a month!!! Especially solid mahogany. They still refuse to do anything about it. Horrible horrible company!! Cheap furniture from Far East Asia that they mark up.

Desired Settlement: I would like either it fixed no charge to me or replaced. Pretty simple. I understand if it was 1 year old or a cheap press board table that you get what you pay for, but this does not apply here what so ever.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Although we feel that the concerns was a result of something happening in the home (as in fingernail polish being spilled on the finish as one possibility)and that the problem was not due to a manufacturing defect and even though we previously offered to refinish the table at a third of our cost which the customer refused... we have contacted the customer and set up a exchange for the table scheduled for 11-17-13 with high hopes of resolution to this complaint. We hope that the customer understands that we are doing everything we can to help and with that understands that we do stand behind our products regarding warranties against manufacturing defects however damage caused in the home does not fall under any warranty coverage. Thank you! Final Consumer Response /* (2000, 7, 2013/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the response and are very pleased that they swapped the table out. My faith has been restored in Amfw as I have purchased so many things from them in the past with no issues. As far as them believing it was caused by us not true 100%. We babied that table the month we had it !! Most expensive thing in my house so was very well taken care of. But all that matters is they did us right and we appreciate it , so thank you!!

11/18/2013 Delivery Issues
11/4/2013 Problems with Product/Service
11/4/2013 Billing/Collection Issues
10/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I bought furniture from this company and they charged my credit card for it but will not give me the furniture that I paid for. I ordered furniture from this company online, and shortly after received an email from them saying it was declined. I called my credit card company, who told me that the charge was approved. I had my credit card company call the furniture store, and the furniture store is still saying that the charge is declined and there is nothing they can do, even though my card is going to be charged for more than $500 from their store. I will now have to dispute the charge with the credit card company in order to get my money back.

Desired Settlement: I want the furniture that I paid for.

Business Response: Initial Business Response /* (1000, 5, 2013/10/15) */ We do hear this complaint from time to time, what they (the bank) are referring to is a "pending charge" not an actual charge or approved payment (these two are different). A pending hold is simply a hold on the funds needed for the attempted purchase. No actual charge has been processed (no approval was given to us to be able to utilize the funds from the pending hold).We have found that in order to verify what the "pending charge" is, the customer may need to speak with a bank branch manager who can look into the situation further (when you call your bank the person you would speak to is reading a balance off of a prompter which is only showing a "pending charge" which can be a "charge" or a "decline" but it is listed as "pending" and unless you have the authority to look deeper into the account to see why it is "pending" they assume that there has been a charge and for the record...both a charge or a decline will hold up funds until the bank has completed the transaction). All orders submitted through our site go through and automated payment processing procedure before coming to us for review. The automated process goes through verifying the information listed against the information noted with the credit card provider. If the process comes up with any inconsistencies (the zip code entered by the customer when making a purchase not matching the zip code on file with the bank that issued the credit card for example) the order will come through as a decline, the order is then voided and a reversal is sent back to the issuing card provider in order to remove the hold on the account (that process generally takes 2 to 3 business days but can be longer depending on the issuing bank..this is the customer's bank's process, not ours). If resubmitted you would not have a double charge but we do suggest not placing an order until the matter has been rectified. If the order is resubmitted as is without correction you will more than likely have the transaction decline once again. With another decline attempt comes another pending hold (in turn your account would show two of these until they fall off or are cleared). In order to find the solution you would want to look into the possible causes; we can't state what the issue is because that information is not divulged to us. The order at this time is not valid. Once an order has declined payment; that order is then voided and deleted because we cannot hold merchandise on an unpaid invoice.

8/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a mattress in April of 2006 for $1369. They highly touted this brand over others. It is falling apart and they will not help with warranty. I called to see what could be done about this mattress, which was purchased from the Firestone Store in April of 2006. They recommended this bed above the others. When I called they told me the company, Kings Court had gone out of business, and they (AFW) were only offering a pro-rated 5 year warranty. I paid $1369 for this bed. I am out of town over half the month every month for work, so it get s less than half the normal wear. It is bulging out on one side. If they highly recommend a product, they need to back it up. I understand that all mattress warranties are pro-rated, but it is usually over a 10 year period or longer. They need to make this right. I would have never considered an off brand had their sales people not recommended it so highly! Bad business!

Desired Settlement: I would like a standard replacement offer with the normal amount of pro-rating. I should have to pay no more than 50% for a replacement for this piece of crap.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/20) */ I had the pleasure to speak with Mr. ***** ****...I explained that "Summit" the manufacture of the "Kings Court" mattress did infact go out of business approximately 6 years ago and that their warranty ended at that time and that we extended the warranty from that time for 5 years...with that being said ***** felt he was talked into buying the "Kings Court" over a nationally know mattress manufacture (which we also carry...Simmons, Sealy and Serta, however I will say that the Kings Court was considered a lot of mattress for the money and as I told *****, enough so that I had purchased the same mattress myself - mine is ok) so ***** had concerns saying if he would have bought the nationally known mattress and it was having problems they are still in business and he would still have a warranty. As it is ***** no longer has a warranty however after talking with him I think we came to an agreement and this valued customer considers this complaint addressed and resolved. Consumer's Final Response /* (2000, 7, 2013/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) the gentleman from AFW was very receptive and willing to work to resolve the problem. He was way more accomodating than the customer service rep. The outcome was satisfactory. We consider the matter closed satisfactorily.

8/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We purchased a TV from the showroom floor. They boxed it and put it in my truck. When I opened the box at home the glass screen was broken. Samsung Plasma TV, model PN60E550 purchased on 8/3/2013 from the American Furniture Warehouse - Aurora CO store, showroom floor. Sales Order #*********. I went home to get my pickup for transport and when I got back to the store the TV was already boxed. They loaded it into my truck and helped me tie it down in accordance with the manufactures shipping instructions on the box. When I got home, I opened the box and the glass had several cracks in it. I called the store and they said to bring it back for a refund. The next day I took it back, but the shift manager refused to refund our money. The TV is now in my garage. The box and styrofoam packaging have no apparent damage and are available for inspection. Taped to the TV screen was a message that said "STOP - For any problem, do not return to the store. Call Samsung Support at **************." I called the number and was given a warranty repair ticket number. 4 days later I get a message from Samsung and when I called them back they said this was not a warranty issue and that I should take the TV back to the store where I bought it for a refund. (Perhaps my complaint should be with Samsung?)

Desired Settlement: We would like a refund of the purchase price.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/16) */ American Furniture Warehouse's problem is that we know the TV was working and not damaged as we inspected it and then we carefully boxed the TV for the customer to take home.We feel the TV left our store without damage or problems and any problems or damage occured in transportation of the TV by the customer or possibly in the handeling of the TV at the customers home by the customer. We declined to take the damaged TV back. WE reviewed the camera footage in regards to the boxing of the TV on the dock and it was carefully boxed and it was never dropped (two dockmen together lowered the TV into the box). I have included the notes we have entered attached to the customers invoice which outlines the "term of events" and they are time stamped. I also have the camera footage on a DVD which shows the boxing of the TV if anyone would like to obtain it. Thank you! *** ***** American Furniture Warehouse EM - Released for single ticket completion (163498652). 08/03/13 15:58:31 - HEM - GL Post 22668199 generated from source TESJ. 08/03/13 16:29:29 - DFB - Manually Entered Comments CUSTOMER CALLED AND SAID HE BOUGHT A FLOOR MODEL TV AND GOT IT HOME AND SAID IT IS MISSING PARTS. HE ONLY GOT 1 SET OF 3-D GLASSES AND WAS TO GET 3. ALSO MISSING A REMOTE. BECAUSE IT CAME OFF THE FLOOR I TRANSFERRED HIM TO STORE 16. DOUG BRYANT 08/03/13 16:34:17 - HEM - Manually Entered Comments 08/03/13 163498652 1-ONLY TV WAS FULLY INSPECTED TO CUST AND SAID IT WAS FINE... LOAD OUT WAS FINE ..HM 08/03/13 16:34:41 - APR - Manually Entered Comments CUSTOMER SAID THAT THE TV IS BROKEN AND THAT HE THINKS IT HAS TO DO WITH HOW THE WAREHOUSE DID THE LOAD OUT NOTHING ABOUT PER NOTES ABOVE I ASKED WAREHOUSE EDGER IF THEY HAD ANY ISSUES DOING LOAD OUT AND TV WAS WORKING WHEN THEY TOOK IT OFF THE FLOOR- ANDREA 08/03/13 16:40:57 - JBB - Manually Entered Comments MR. CUST CALLED TO SAY THAT THE TV WAS FINE WHILE IT WAS ON THE SHOW FLOOR BUT IT WAS AFTER THE WHSE GUYS TOOK IT OFF OF FLOOR THAT THE DAMAGED MUST HAVE HAPPENED ... HE STATES THAT HE DID NOT WATCH THEM BOX THE TV UP??? DISCONTINUED ITEM, NO MORE IN STOCK. CUST CAN RETURN FOR A REFUND. JOE B. 08/04/13 10:36:50 - TH - Manually Entered Comments CUSTOMER CAME IN TO RETURN TV, THE TV HAD CRACKS ON THE SCREEN. CUSTOMER IS SAYING THAT HE DIDN'T WATCH THE WAREHOUSE PUT THE TV IN THE BOX HE WENT TO GO GET A BIGGER TRUCK. THE WAREHOUSE SAID THE TV WAS FINE WHEN THEY INSPECTED IT AND PUT IT IN THE BOX. THE CUSTOMER CAME BACK PICKED UP THE TV, TOOK IT HOME . WHEN HE TOOK THE TV OUT OF THE BOX IT WAS CRACKED. THIS TV COULD HAVE EITHER CRACKED ON THE WAY HOME OR WHEN THE CUSTOMER WAS TAKING IT OUT OF HIS CAR. TODD 08/04/13 10:53:40 - HEM - Manually Entered Comments 08/04/13 CUSTOMER CAME IN TO RETURN TV AND BEFORE ANYTHING I HEDDGAR INSPECTED THE TV AND IT HAD EVERYTHING THE CUSTOMER SAID HE WAS MISSING... TV ALSO HAD TWO CRACKS ON TOP RIGHT AND LEFT CORNER OF THE TV THE CRACKS WERE NOT THERE WHEN WE HAD LOADED OUT THE TV IT WAS FULLY INSPECTED AND NOTHING WRONG.... CUSTOMER WAS ASKED IF WE CAN TIE IT DOWN CUST USED HIS OWN TIE DOWNS... STORE MANAGER TODD TOLD CUSTOMER THAT WE COULD NOT TAKE THE TV BACK IN THE CONDITION THAT IT WAS IN... AND LOADED TV BACK ON TRUCK 08/04/13 10:55:52 - TH - Manually Entered Comments CUSTOMER CAME TO THE FRONT OF THE STORE TO TALK ABOUT THE SITUATION. THE CUSTOMER SAID THE ORIGINAL TAPE WAS ON THE BOTTOM OF THE BOX SO THE WAREHOUSE HAD TO DROP THE TV INTO THE BOX. I EXPLAINED THAT IS HOW WE PUT THE TV INTO THE BOX. THEIR IS FOAM AT THE BOTTOM OF THE BOX AND WHEN THE PLACE THE TV IN THE BOX THEY KNOW TO TAKE CARE. THE CUSTOMER SAID HE DIDN'T DO ANYTHING TO THE TV HE HAD IT SITTING UPRIGHT IN THE BACK OF HIS PICKUP TRUCK. WAREHOUSE WAS GOING TO TIE THE TV DOWN WITH TWINE BUT CUSTOMER REFUSED SINCE HE HAD BUNGY CORDS. I EXPLAINED WHEN WE TIE TV'S DOWN WE MAKE IT TIGHT SO THE TV HAS NO WIGGLE ROOM TO MOVE DURING TRANSPORT. WITH A BUNGIE CORD THEIR COULD BE ROOM FOR THE TV TO MOVE. IF HIS TRUCK HITS A BUMP AND THE BUNGIE CORD ISN'T TIGHT ENOUGH THE TV COULD BOUNCE IN THE BACK OF HIS PICK UP TRUCK AND CRACK THE TV. I DIDN'T ALLOW THE TV TO COME BACK DUE TO POSSIBLE CUSTOMER ABUSE. TODD 08/04/13 14:26:59 - TH - Manually Entered Comments I WENT BACK AND LOOKED AT THE VIDEO OF THE WAREHOUSE PUTTING THE TV INTO THE BOX. THE WAREHOUSE PUT THE TV IN THE BOX GENTLY AND SECURED THE TV MORE WHEN INSIDE THE BOX. THE WAREHOUSE COULDN'T HAVE CRACKED THE SCREEN WHEN THEY PUT IT IN THE BOX. THE ONLY WAY WE CAN ASSES CRACKS ON THE TOP CORNERS (BOTH SIDES) IS WHEN THE TV WAS BEING TAKEN OUT OF THE BOX POSSIBLE THE CUSTOMER COULD HAVE GRABBED TO TIGHT AND CRACKED THE SCREEN. TODD Consumer's Final Response /* (3000, 7, 2013/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) So essentially what they are saying is that I am in the wrong here because I don't have video proof showing that I did not damage it. 1) The video proof of them not dropping it does not prove that it was RE-packaged correctly. The internal packing materials were not placed correctly such that during NORMAL handling, by ME, the glass broke. 2) I am a respectable professional of the Denver Community and if I had broken something I would take full responsibility for it. 3) I have never been treated with such disdain by a store before that I am really really shocked by the whole thing. 4) We were so mad about this we not only cancelled our $500 order with AFW but the next weekend, we took our business to their competitor and spent over $4,500. My receipts are available to anyone would like to see them. Thank you, ***** ******, ****** Consumer

8/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: We spent over 4000 dollars with American Furniture. In store I was promised we would have ALL our furniture no later than the 23rd. To date not all of the furniture had been delivered, the customer services hung up on me and refused to allow me the opportunity to speak with someone in management. They will not commit to a specific date of delivery and continue to stone-wall with making any commitment. They have my money and are refusing service. They sold a product they do no have in stock and continue to hold my funds without being willing to deliver the product

Desired Settlement: I would like the furniture delivered and an apology from the company and customer service department. If their pride prevents them from this, I would like a complete a full refund of everything purchased and compensation for my time and effort.

Business Response: Business' Initial Response /* (1000, 7, 2013/08/07) */ On behalf of American Furniture Warehouse and myself I apologize in that this valued customer is unhappy with their purchasing experience with us here at American Furniture Warehouse. I see that the merchandise was delivered on the 4th (this is as the customer stated in the BBB complaint and I do not see another open ticket so we assume that the request made by the customer saying that they still wanted their merchandise has been satisfied), and as I look at our "comment records" associated with this customer's purchase I read that the customer called in saying they were upset due to the backordered merchandise being pushed back and we explained that we were not seeing a change of dates regarding the backorder arrival date and addition to that I see that the salesperson put in notes that the back order status was explained to the customer (the date of shipping and approximate arrival time stayed the same as what was indicated on the customer's receipt and was not pushed out) and in fact the customer's invoice will read (the invoice the customer would keep and have) that the shipping date is 7-23 and to please allow approximately 7 days for shipping. That being said the merchandise came in as promised. 7-23 plus 9 days (9 days can be considered "approximately 7 days"). I would like to apologize that during one phone call into customer service as I listened to the recording; this customer asked when exactly the furniture would arrive and customer service could have done better in explaining the process rather than saying we could not pinpoint the location of the merchandise. We could have and should have said that it was coming from a very reliable vendor and we had no comments regarding delays coming from the vendor, meaning we were expecting the merchandise very soon and we would call the customer just as soon as it arrived to make arrangements for delivery. Once we were in contact with the customer to schedule the delivery the customer requested a timed delivery (which we offer for an additional $99.00 service but it was not necessary) at which time we explained again how the delivery scheduling works...the customer picks the day and we will pick the time...and we give our customers a 2 ½ hour window after 1:00pm the day before the delivery which is when we find out what time the window is. Please let me explain that we route and schedule 800-1000 deliveries 7 days a week...which is no small feat. The day before we have one computer route all the stops by address and by piece count (we want the truck full going out but everything has to fit as well)...once this is done this computer talks to another computer which will assign times. This computer will look at what times each stop should take...if the drivers need to assemble a bunk bed for example the computer will allow extra time for that stop. The list of variables is long in the furniture business. Luckily the time assigned was early Sunday morning so the request by the customer was met that the delivery be before noon as the customer wanted (luck of the draw in this case)...we apologize that the drivers were over eager and arrived early to their second stop of the day (this customer being scheduled as the drivers 2nd stop of the day). GPS shows they arrived at 6:38...a full 37 minutes early. We understand their first stop went very smoothly. Although we value this customer tremendously and clearly we would not like to lose their business; if they would prefer to return the furniture and they are able to do so with the merchandise being in "like new" condition we would be happy to pick the merchandise up for a full refund with our understanding that our procedures were not acceptable to this customer. We try to please every customer as we write over 1 million invoices every year....and we also understand that there are times that our policies and ways of doing business may not please every customer...if we can continue to please 99.9% we feel we have done a pretty good job. For those that do not buy in to our way of doing business (we've been in business for 37 years and are now Colorado's largest privately owned business which means we must be doing a lot of things right!) we realize the fact that they may sometimes prefer and choose to shop elsewhere. Consumer's Final Response /* (-5, 5, 2013/08/04) */ This morning American Furniture delivered the last piece of furniture. At this point its become a game for them. Yesterday we received a call stating they would deliver the furniture today 8/4/2013. I had requested a morning delivery, at 6:30AM Sunday morning our door bell rings, and guess who it is? American Furniture with the item. They had previously stated between 7:15 and 9:45am. Imagine our surprise at 6:30am? Now we rise early so this didn't bother us all that much and worked out just fine, however, I'm sure the American Furniture employees had a laugh. Still waiting for the apology from the company for their poor customer service. The solution still is having it all taken back and a full refund in addition to compensation for my time if and apology it not issued from the company.

8/13/2013 Problems with Product/Service
8/13/2013 Problems with Product/Service
8/8/2013 Problems with Product/Service

Customer Review(s)

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16 Customer Reviews on American Furniture Warehouse
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