American Furniture Warehouse Lifestyle Furniture

The refund was generated for $(3-19-17) and the customer will receive the refund check within 7-business days

We are sorry; we haven't seen nor been able to retrieve any emails from this customer; we will reach out to the customer at the phone number provided with hopes of resolving these concernsOur customer service number is *** and is available 7am - 10pm days a weekThank youAFW

We cancelled the order at the customer's request and the customer was set up for a refund check to be mailed to himWhen the customer said we sent the check to an old address we stated that we could contact our accounting department and have the address corrected however per our documentation at
this time the customer refused to give us his current addressThe customer requested that our accounting call him...on 4-7-they did and after placing him on hold the customer hung up and when we called him back several times we got a busy toneThe customer can call our customer service at 303-289-and they can make arrangements to have a check processed for him and he can pick it up at the store if that is preferredAFW

With our apologies we will look into this immediately

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,
*** ***

Originally the customer picked up the merchandise from our store - when calling us to say he found some damage once he got it home and looked at it we agreed to authorize an exchange for himThe customer then requested our delivery service which for this merchandise would be $

We called the customer and at this time we think we were able to resolve this complaint to the customer's satisfactionAFW

Initial Business Response /* *** ** *** */
After apologizing and applying a $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 $(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 preferredWe 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-after the furniture arrived from the factory to our warehouseWe have given a total of $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 everAt least there are other furniture store options for any future purchases that we makeWe 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

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 itThe 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 $credit (as you know), and because the customer had to wait another day we will be happy to give them $more for a total of $This is not a refund of the delivery charge in full however it is a refund that we hope the customer feels is fairThank you

Although we do have a hour return policy on rugs, we agree with this valued customer with our apologies and we will call her immediately to make amendsThank you - *** *** AFW

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,
*** ***

Complaint: ***
I am rejecting this response because: 1) this report makes a claim of a limited warranteeHowever, the product was not sold to me in the way that the responder claims the warrantee really worksWe were blanketly told that product had a full year warranty.2) this report also falsely states that the company tried to get a hold of me and they could not get a hold of meThe company actually did get a hold of me, we set up an appointment for them to pick up my sofa, they sent their crew out to pick up my couch to be repaired, and the crew temporarily fixed the couch and refused to take it into the shop even though I had told them that this typeeven though I had told them that this type of repair was temporary and it had broken after the last time they did the same type of temporary repair and therefore the next day the temporary repair broke againSo by the report saying that they never got a hold of me, this is an out and out lie since their people did come out but did not do what they were supposed to doFinally3) finally, this report says that I would not be charged for the part but when I called back after the temporary repair broke in one day, the phone clerk was rude to me and said that I had to pay for the part before she would schedule an appointmentWhen I had spoken with the supervisor a few days earlier she said that I wouldn't even have to pay for the labor until the product had been fully repaired But this woman was trying to charge me for the parts and service upfrontSo they are contradicting themselves on all sides. I reject this report as inaccurate This report is full of liesI have now gone almost months without a sofa that worksApparently American furniture warehouse does not want to take responsibility for their negligence, they do not want to tell the truth, and they do not want to repair this make right inconvenience that we have suffered I cannot believe that they have contradicted themselves with so much falsehoodThis reporter is either incompetent or medaciously a liar. I demand that they make right the wrongs that they have done to us
Sincerely,
*** ***

Revdex.com:
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,
*** ***
*

Initial Business Response /* (1000, 6, 2015/12/01) */
The pictures we have of the mattress shows staining which voids the warrantyThank 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 warrantyThis information can be easily obtained by the consumer online if the consumer is for whatever reason unsure of what their warranty isStaining can cause foam deterioration as well as being a health hazard when handling

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 hasThank 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 toWhile I do accept the response the entire experience did leave a sour taste for meI never thought it would have to come to this levelThey offered me $in store credit which I acceptedI will use it the credit but not sure if I will ever venture into the store again to spend my own hard earned money

Complaint: ***
I am rejecting this response because: the only way American furniture warehouse would correct the issue is by me paying the dollarsI'm a disable Veteran so if I could do it myself I would, but hey your company does not care, you only care about profits.thank you
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,
*** ***

The $mattress set purchase that was made by the customer to whom chose to pick up the set rather than having a delivery, was set up to be returned at the customer's request with a full credit and the customer reselected to another set costing $We charge for deliveries
when a customers requests the delivery service - and if a mattress set is too high for a customer; we also sell low profile box springs at the same price for customers that prefer themThis customer requested a delivery which we were happy to set up for her...when the drivers got there the mattress was wet - and the drivers called it in, and the exchange was cancelledStains can and will void mattress warranties - (mattress warranties can be found online), a wet mattress will fall under "staining"Wet mattresses, just as stained mattresses are considered a health issue when handling and as a furniture store we do not test the stain or wetness to determine the sourceGetting a mattress wet is also a concern due to many fluids destroy the integrity of the foams within the mattressFinding the mattress wet that the customer wanted to return; we cancelled the authorization to return the mattress

We apologize for the late reply as we just realized today that we were not getting email notifications from the Revdex.com - the problem has been corrected--- We were unable to find a bed purchase or any activity for this customer in when searching under the name or phone number that is provided in
the complaintWe will call the customer to see if we can get more information with hopes of assisting him to his approvalThank you, AFW

The customer is not correct in saying that Lane has a year warranty (Lane warranty outline can be easily found on their website), however we agreed to order the parts which we did without charging the customer and agreed to only charge him for the labor (which warranty doesn't cover if in
fact it was still valid)The parts came in and when trying to contact the customer we were unable to; once someone answering and saying he is no longer at that number and then once someone telling us he was at workAt this time due to a lack of response from the customer we have closed the service order