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American Furniture Warehouse Lifestyle Furniture

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American Furniture Warehouse Lifestyle Furniture Reviews (174)

We are calling the customer with hopes of resolutionThank you

We just received this complaint from the Revdex.com 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 different sofa set from usWe 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 likingThank you, *** *** AFW

AFW gave the customer a full refund 2-27-

Our weekend delivery rates are for Saturday, Sunday and MondayThe delivery was made on a Monday and the correct delivery fee was chargedThe 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 $as requested and we apologize if we failed to do so if we already said we wouldThank You

With our apologies to *** we will contact her immediately to make arrangements to exchange the sofa for her via our delivery service at no charge to herThank you*** ***

We are working on this and have informed the customerWe hope to have this resolved very soon with our apologies that the wrong credit card was refundedThank you

Complaint: ***I am rejecting this response because: I do have the sales receipt that states sofa Leather, also the where house does not have the couchons they are attached to the couch, they have to replaced the sofaSincerely,*** ***

We are calling the customer to make the arrangements as requestedThank you - our apologies that the customer was unhappy with their purchase

We will contact the customer to get more information so we can pull up her account so that we can address this complaintLooking under this name or phone number we are unable to find her in our recordsI will check with our "Home Damage Claims" department as well

This all could have been avoided if they had helped us when we called originallyThey refused to help usThe customer service people
were completely un helpful and rudeWe wasted two hours arguing with themIts crazy to me that in order to get any help we had to file a Revdex.com claimThats unacceptableNeedless to say we will not be shopping there in the future.Revdex.com:
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,
*** ***

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

Initial 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 cardI did not receive a full refund, we still lost $on the deal but that is better than $My family and I are still upset about the lack of customer service and will never shop at this store again

I researched this complaint to the fullest extent and on behalf of American Furniture Warehouse and myself I completely agree with *** and we have refunded her the $delivery fee in full (plus tax) at my request with our apologiesWe had multiple errors within customer service
which has been addressed, along with *** calling into the cashiers which should have transferred the call back to customer service instead of customer service assuming the cashiers had dealt with this and had resolved this with Amanda...we dropped the ball on more than one occasion and again we apologizeWe in fact did agree to refunding half of the delivery fee at one point as I listened to every call (*** listened to one call but her comments innocently lead others to believe she listened to every call - the comments got us confused it seems)...we now are refunding the delivery fee in full due to the delay in making said refund as we had promisedThank you, *** *** AFW

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 onlineWhen 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 months (if our customer's address info is up to date that would be over 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-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

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 outcomeThank you, ***
Complaint Response Date bumped because: Holiday

As I understand it we have contacted the customer and this concern was resolved...we are picking up the mattress for a refundThank you! *** ***

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 timesThere 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 wereI 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 warrantyThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
I
am not saying that I am satisfied until the furniture is picked up and I receive my refund check

My apologies as my intent representing the company was not to sound in a "nastiness" sort of way, however we have been concerned with this customer's code of integrity and ethics the longer this has gone onThe customer asking for a refund for merchandise not returned does not seem to be a "reasonable request", and I will try to explainHow could it possibly be a good idea to supposedly throw merchandise away if you were wanting a refund for it? Please understand that we have sold 1000's upon 1000's of the product(s) every month to which the customer refers to without having any problems whatsoever, and I would assume that most any customer would think to return merchandise if they are requesting a refund for itThis customer breaking two box springs in a very short time is questionable however we offered a refund with the return of the merchandise. One was returned...and a refund was made. So going back to the beginning...to the original delivery, $was charged for the delivery, in a short time the customer called us to say said the frame and box spring broke (again I will state that we questioned how it had happen referring back to our "in home service tech's report" - a service tech was sent to the home free of charge), and although we felt it was due to something going on in the home with possible abuse to the bed, we still agreed to replace the merchandise with new merchandise and then low and behold the new merchandise was broken in a very short time as well (while in the home)Please note that the customer added a new purchase to the exchange (second delivery) that would initiate a new delivery fee however we waived a new delivery fee at that time as we tried to do as much as possible to assist the customerNow the customer is saying that we still owe her a refund for merchandise she didn't return right after saying she is "taken aback by the nastiness of AFW"...adds to threaten us by saying she will write and add bad posts and reviews about the quality of our products on ***, *** and other review sites" , which sounds much like we are in trouble if we don't pay her to break and or keep merchandiseIt is difficult to say but I can not see how that is reasonable in any way, or how that would be a customer we would want to keep (as the customer didn't understand why we would lose a customer over $200.00)As I already stated we will refund the original delivery fee of $and if the customer has the bed frame costing $39.00, and if she would like to return that for a refund as well, she can bring it back to the store to the "customer's return dock" and we would be happy to refund her for the return of the merchandiseBecause we already agreed to it when trying to resolve this with the customer in some way...the delivery fee of $will be refunded to the customer's credit card today

Initial Business Response /* (1000, 6, 2015/10/22) */
This order was generated by the customer online using our websiteWhen 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 itWe 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 soonerThe customer stated that he wasn't sure if he wanted to cancel his order with us and would let us knowWe 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 refundBecause 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 timeThank you

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

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