American Furniture Warehouse Lifestyle Furniture

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 Thank you for refunding the delivery fee It is a shame I am out of pocket for the box spring and the additional monies spent on a new box spring paid to a different retailer but it is what it is I will be returning the unused bed frame to the store Even though I am still down one bed frameYes, there was nastiness in your responsesI have never ever been blamed by a company before for the defectiveness/problems of the products purchasedEVER! I work very hard for my money and I spend it very sparingly The last time I bought a bed was over ten years ago and I make these furniture purchases very carefully and with due diligence I do not spend hundreds of dollars on new furniture to bring it home and abuse it This whole ordeal has been very distressing I am still out the $for the box spring plus the cost of the new box spring and delivery at R & S (you have the receipt )At this point it is clear I will not be getting any further with you on this It is a shame as this was my first and last experience shopping with AFW Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/11/27) */ We will contact the customer with hopes of resolving this...7-2-being the date the customer received the sofa and 10-26-being the day he called us it was closer to months that the customer has used the sofa (the customer noted it was about 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 / [redacted] (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 forAll 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 couchI appreciate the assistance from the Revdex.com in contacting AFW to make things right

Initial Business Response / [redacted] (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 wayWe 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 serviceIt 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 / [redacted] (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 deliveryI was on the phone with her when the delivery men arrivedThe 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 roomMy 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 againI confirmed this with my mother as wellMy frustration doesnt come from the fact that we needed to pay extra to have furniture moved, it comes from HOW it was told to usI 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 usAnd yes I say us, because I was on the phone and he knew it and could hear everything that was saidThen I called to complain and was again treated terriblyI 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 meAgain, 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 ridiculousI have never in my life been treated so poorly after spending the amount of money I didAlso, I have spent several other thousands at this very store over the last couple yearsAnd I dont pay with credit, I pay out of my bank account! Please make this rightI am an honest and reasonable person and I dont even want anyone to lose their jobMistakes happen, but these employees need to be reprimanded because I was treated very poorlyEveryone dropped the ball on this whole transaction and all I asked is that AFW make it right Final Consumer Response / [redacted] (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 Revdex.com that I would feel a refund would show that I am valued and that they are sorry for the way I was treatedI 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 treatedSince 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 / [redacted] (4000, 14, 2015/12/05) */ We called [redacted] 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 serviceWith 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 managerWe 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 fromWe offered to refund 1/of the delivery fee as a way of offering our apologies and showing her that we care about her as a valued customerThe 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 [redacted] wants to wait for a Revdex.com response to her rebuttal 1/of the delivery fee is about $

Looking at our records we gave the customer a full refund on the chair 1-31-Thank you, [redacted] AFW

Initial Business Response / [redacted] (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 thisReading 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

We have been in contact with this customer as we are trying to resolve this with him

Our records show that the frame and box spring damage looked to have been from something going on in the home as in someone jumping on the bed...regardless we allowed the customer to reselect with credit for the returnsThe reselect invoice shows a credit for the return Mattress (a full size mattress) and tax and a charge for two newly purchases (a full size and a king size mattress) plus taxNo delivery charge was charged

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]

(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 stairsA handyman has contacted me on Monday 12/07/and set up a visit to my house for Saturday 12/12/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 replaceThis case is not resolved yet, will wait for the "handyman" to come by and see what he says about fixing or replacing the door

Complaint: 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 caseI'd like to reiterate that we never once told them that we were moving as we have no plans of doing soI was only going to be out of town for work and was trying to schedule the delivery when I would be homeAs far as pictures of the damaged merchandise AFW is completely wrong in saying I did not send pictures because I in fact sent over pictures to the rep I worked with on the warranty repairAs for acting like they went above and beyond by completing a half as 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 itI maintain my stance that I was pressured into picking these particular sofasI 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 originallyI did the same with sofas but due to poor customer service I was forced to choose something elseWhen 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 sofasThe fact that AFW is trying to cover this up is typical but should not be acceptableI 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, [redacted] ***

We contacted this customer prior to notification from the Revdex.com and offered to give her a full refund with the return of the merchandise due to an email she had sent to us

We apologize in that Our Ft Colllins store employees miss communicated among one another...we do transfer merchandise from store to store as long as the store is in Colorado; however we do not transfer merchandise in from Phoenix AZ from our two stores thereThe reason is that the with our very low margins (markups) transferring merchandise (furniture is big and heavy) from AZ to CO could cost more than the furniture or at least any profits whatsoeverIn other words if we transfer merchandise in from AZ to CO to fill backorders we would lose moneyThis being said if a manger ok'd the transfer it was without realizing the request as it wasWe understand that the customer took some ***e before deciding on merchandise to purchase that we found out to be out of stock at our Colorado Locations (However shipments are coming in as I understand it) and with our apologies we offered $for the inconvenience of having to key in different merchandise for the customerWe almost never discount furniture due to our small margins...because we sell everything a true discounted prices up frontWe felt that $would be more than fair for the extra ***e our miss communications cause as minimal as the extra ***e was

Complaint: [redacted] I am rejecting this response because: that is not true. They never called me. Phone records can prove that. I did not ask for a refund. They told me it was to late because the check was already in the mail but it wasn’t, a manager from another store called the department that sends out the checks and stoped it. Sincerely, Corey ***

The customer is correct in saying that we cancelled the pick up of the used mattress when the drivers got there due to stainingMattress 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 caseThe staining was very minimal however in today's world...mattress staining and the hazards that can go with it becomes a handling and health issueAnd with the heath issues are concerns to those that are touching and carrying the merchandiseWe 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 voidAgain...mattress staining is a serious issue and customers must keep their mattress free from staining to keep their warranty coverageBecause we don't know how deep a stain goes (saturation level) or what the stain is made of, all staining voids mattress warrantiesWe apologize however we are obligated to the safety of our employees as well as our customersThank you

Initial Business Response / [redacted] (1000, 6, 2015/07/02) */ Our records show that the purchase was made on X-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 helpWe have no record of the customer calling in, in 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-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 useThis chair has a one year warranty on the cover so if it was purchased in 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 evaluationWe would like to see the receipt that [redacted] has referred to as we had mentioned to him when working with him recently Complaint Response Date bumped because: Holiday

The customer talked to us yesterday and we set up a exchange for tomorrow (4-7-18) - this complaint looks to have already been resolvedThank you, AFW

With my deepest apologies the email I received today is the first notification I have seen regarding this complaintI assume previous notifications were blocked firewall as I did a search and found no other notifications so I will check with our I.Tdepartment as soon as they are in today to make sure there are no others complaints we are unaware ofWe will attempt to contact the customer today to see if can resolve this issue immediatelyThank you - AFW

Revdex.com: 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, [redacted]

The financing contract that the customer has to sign off on saying that the customer agrees to the terms is through [redacted] ***; it indicates that the loan must be paid within months of the contract or interest will be charged to the customers account from the purchase datein this case the contract was processed on 3-13-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 03/13/16:44:- 54YR - Finance Plan: WFAuth Nbr: [redacted] Finance Amount No Interest if Paid in Full within Months with regular monthly paymentsIf the purchase balance is not paid in full within 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.SPrime Rate

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, Dana ***