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American Furniture Warehouse Lifestyle Furniture

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American Furniture Warehouse Lifestyle Furniture Reviews (174)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, for the time beingThey have contacted me but appears it will still be another two weeks out before our furniture will be deliveredThey have made concessions for the inconvenienceSo I will follow up of there appears to be anymore issues that arise Sincerely, [redacted]

The customer made this mattress purchase in May of - calling us years and months later saying she got the wrong mattress to which we verified that it was the correct mattress as far as what was on her invoiceThis is not a warranty issue...there is nothing wrong with the mattress - this is a case where the customer is saying they just don't like the comfort at this pointWe do have a day comfort guarantee so that customers not liking the comfort of a mattress are able to reselect however it is for days only...not years and months

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

When we get requests from customers to return merchandise for credit we are careful or cautious in way of bringing back merchandise that is torn, ripped, stained, abused, or covered in animal hairWe apologize if we failed to communicate this (our concerns of the dog hair) correctly to the customer in a way that was not offensive to the customer - or if we carried our fears to far per sayWe agree with Mrs [redacted] for the most part (after listening to the calls; which sounded like we were trying to explain our concerns as best we could and without sounding as if we were non caring - even though what we were explaining wasn't the best of news) in that our concerns regarding the pet hair was possibly over stated on our part and with that I am pleased to say that the merchandise is scheduled to be exchanged tomorrow and we hope that the customer is happy with the exchangeWe will do further training in house in regards to merchandise being returned with animal hair in hopes that we will do a better job of addressing it with our customers in the futureOur apologies to Mrs [redacted] for the added disappointments while attempting to assist her with her concernsThank you - [redacted] AFW

Complaint: [redacted] I am rejecting this response because: We have a picture of a bed bug skin, an empty husk, on the dresser that was delivered from the AFW truck and placed in our garage That dresser, the 2nd one delivered, was delivered w/ the bed bug skin on it It came off your delivery truck that way That dresser never entered our homeThe only place in our home that had live bed bugs was our daughter's room: they came with the delivery of the 1st dresser We found the bites on our daughter w/in days of that dresser being placed next to her bed On the 3rd day after that dresser was in our daughters room my husband found the live bed bug on her bed, along w/ bed bug feces and a few small black spiders on her floor There were no bugs of any kind in her room until the AFW [redacted] dresser was placed in there The [redacted] bedroom furniture collection is manufactured in Mexico; it is possible the bugs came from the manufacturer, or they could have come from your warehouse here in the US The bed bug expert who did the treatment in our house is the one who told us that bed bugs do love wood and are attracted to itWe know the bed bugs came from the furniture we purchased at AFW We have the picture to prove it We did not expect to be treated so poorly when we called our local store where the furniture was purchased and explained the problem we had Then when my husband called the corporate office the same thing happened No one was willing to offer any resolution We would like to be compensated for the $bed bug treatment we paid for and reimbursed for the cost of the [redacted] dressers we purchased No one expects to have such a nightmare when you purchase new furniture Thank You, Sincerely, [redacted] ***

We were able to contact the vendor to inquire when the "special ordered" merchandise should ship and then be received by our distribution center and we will contact the customer and share this information with her so that she is awareOur apologies in failing to keep the customer informed although the estimated day for arrival had not expired, and the salesperson became unable to follow up due to circumstances beyond his control...and we as a company failed to keep in touch with the customer in Brien's absence as the back order date had not expired That, we deeply apologize forThank you, AFW

With hopes of resolving this with the customer we contacted the customer AFTER submitting the Revdex.com 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, I will never give them a recommendation or another dime of my money again Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me....AS LONG AS I RECEIVE THE TWO FACTORY INNER STUFFED PILLOWS BEEN TRYING TO GET THIS RESOLVED FOR SEVERAL MONTHS AND STILL WAITING WITHOUT NO UPDATES FEOM AFW Sincerely, [redacted]

We created a new account for this customer at the time of purchase and we used the phone number the customer provided to us when creating an account for her and it is the same phone number she wrote on other paper work as wellOur apologies that she is upset because we used the phone number she provided at the time of purchase

Complaint: [redacted] I am rejecting this response because: Sincerely, There has been so resolution and AFW has not responded even after I sent pictures of the damage [redacted]

We are under the understanding that we were ( [redacted] and AFW) able to come to agreement during a phone conversation yesterday (4-12-18)Thank you, AFW

Initial Business Response / [redacted] (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 requestedWe 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 outlinedIf it was shipped un-assembled in a box and then we assembled it, it would not fit back into the box it was shipped inWhen 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 believeIt is true though in the furniture business...it is very commonThe customer's claim was denied for the very minor scratches in a area of the vehicle prone to scratches from use, meaning we were unclear of what scratches we caused or what may have been there alreadyAlso 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

I have to refer to what our original response has stated...we have tried to explain that we do not have bed bugs (I disagree that bed bugs are attracted to wood...I spent more time researching bed bugs for the customer) and for those that get bed bugs, they may only assume it is due to buying furniture and they only assume due to lack of understanding that bed bugs enter the home in other ways and then go to the bed (nocturnal feeders that feed on human blood) and that is usually where they will be foundBed bugs can be found every where and yes they can go a year without feeding...they are even found in star hotels...having bed bugs is not a indicator of bad house keepingBed bugs to not go to furniture wrapped and stored in a warehouse, or to a manufacturing facility - they only go to furniture when there is a food source their for them

AFW received this complaint from the Revdex.com 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-At this time we assume this has been resolved with the customerThank you, [redacted] AFW

Complaint: [redacted] I am rejecting this response because: As I understand that people make mistakes but the customer service that was provided by the managers and the individual responding to my complaint is terrible I just don't see the $off almost $1,couch is justifiable I would think that as a company you would want to keep customers and treat them right so they keep coming back in the future but that doesn't seem to be the case with AFW I wasn't asking for half off or anything free but maybe a free deliver charge or something a little more than $ One thing for sure is I won't be coming back to AFW in the near future to finish purchasing my furniture Sincerely, [redacted]

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 approximateClearly 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 purchaseWith that we promised a $refund when speaking to the customer to which we made good on the offer and the $refund was processed (during the time of the delivery)Thank you, [redacted] AFW

[redacted] called our customer service department after the delivery team left his residence on 07/30/claiming damage was done to his homeMr [redacted] was contacted by the claims department on 08/02/informing him that the claim was in the review processPlease keep in mind that in most cases when damages occur during the delivery, the delivery team notifies our customer service department immediatelyWhen the customer calls to claim damages, it is necessary to review the claim before the claim is either approved or deniedThe claims manager completed the review of the claim and spoke with Mrs [redacted] on 08/11/and offered to either settle the claim or to have the damages repairedMrs [redacted] wanted to speak with her husband and offered to call back the claims department with their decision on how they would prefer to resolve the claim

Initial Business Response / [redacted] (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 / [redacted] (3000, 12, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptableThe problem should not exist with useI use place mats all the time and a table cloth when neededIf I put a warm bowl on the table put something under itI have had several tables in my fifty years of marriage and have never had this problemI suggest that AFW go to the manufacturer to have them refinish or replace the table with and extra coat of urethaneThe one spot that keeps getting mentioned by AFW is only a small part of the problemThere was a white ring that happened even with using a placematI used a white ring remover on itIt made a shiny markI will take responsibility on that as I did not know this would happen with a "tough Finish" on the tableI want the table refinished or replaced with an extra coat of urethane or a better protection for itI am enclosing pictures Final Business Response / [redacted] (4000, 14, 2015/06/16) */ We literally sell or more of these exact tables every month without complaints so we are unclear on what is described as "use" vs "customer abuse"; this table was water damaged and water damage is not covered under warrantyAt 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)

Initial Business Response / [redacted] (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 dayThe 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 discountsIf 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 likingWe offered the customer to return the merchandise for a full refund and we will stand behind this offerIt 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, [redacted] AFW Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I completely understand what a rustic isthat is why I had purchase it, I love the DETAILbut rustic does not mean poorly fabricatedthe table has clearly an uneven surfaceI 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 eveneven years ago when people would fabricate their own rustic furniture, they would file it until it was smooth and eventhis is not a flea market or a second hand storeits a prestige storeI am expecting quality just like they announce it at tv and have signs all over their storesince I purchase one of the most expensive table of their showroomthe floor model does not have that defectthey did send me another one and it was in even , unfortunately the lumber was broken in half from the bottom of the tablethe rails where broken toso I could not accept thateven the delivery guy notice it how the table was cracked on the bottomwhy does American furniture warehouse does not want to be responsible for it? The manager of her store gave me two optionsbecause they don't want to fix the problemReturn it for a full refund or give me the percent they promise me at first as long as she put a not to shop again noteNow she change her mind again? They need to stand behind their wordI want the percent they promised since they banned me out of the storeHow 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 leftShe clearly said I will give you the percent but you are not to shop here againI did not Said anything again because I wanted to reported with Revdex.com to get a better solution, hopefully they would send me a piece that works for my tablebut since they already decided for me then they should keep their word and respect the 20%discountI understand you sell it for less then what other do but again American furniture advertise quality for a lower priceI did not go into the store asking for a discount or better price from other storesAmerican furniture ADVERTISE ITthis has nothing to do with the claimI need my promised 20% off and I need my table fixthe store should advertise improper assembly, scratched furniture and to a low costthe first picture is my table u can see how uneven it isthis is not acceptable the third and the next one are the second table, unfortunately I did not took more pictures to appreciate the cracked woodif 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 / [redacted] (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 namewhy put me a red flag and not be giving the 20%? is this company all about playing and lies? I demand what has been toldand respect itif 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 unevenI showed proof and pictures of itif I put a glass of water or coffee or whatever I wish it will be tiltedand spilled, damaging my new carpet and new hardwood floorsto be compensated I demand 20% off that was initially offeredagain when I walked for the first time into the store explaining the problem they had offered me 20% off I never asked for itthen they said nevermind just 10%, really?yes they had send me a different table wich I refused since it was obviously crackedthe delivery guys from afw notice it tooand agreed that it was cracked from the bottom and the metal rails broken and damagedI could not accept that tableso I decided to keep the original one with the 20% compensation that they offered and promised from the beginningthat is the least afw can do Final Business Response / [redacted] (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 choosesIt is more than a "rustic" table...it is also a table made from reclaimed wood...every table in this category will have perfect imperfectionsThank you!

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Address: 2570 American Way, Grand Junction, Colorado, United States, 81501-5702

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