American Furniture Warehouse Lifestyle Furniture

The customer bought a "Sauder" desk which is "Ready to Assemble" merchandise which is sold under a program that if a customer finds a part missing or defective in some way the customer calls "Sauder" and they ship the piece to the customer "no questions asked""Sauder" is excusive to making "Ready
to Assemble" home furnishings and we have carried them as a vendor for years as do many other retail stores as in Target or Walmart for exampleIt is up the consumer if this type of merchandise is for them as it is on the customer to assemble the merchandise and the assembly does take some assembly skills along with some effort on the customer's partIf a customer likes the merchandise and has concerns on being able to assemble the merchandise we recommend that they call a company named A+ Assembly at ###-###-#### - for a fee A+ will assemble "Ready to Assemble" merchandise for customer liking the product and the great pricing that goes with it however the customer isn't wanting to do the actual assemblyWe rarely see problems with "Sauder" products but when we hear of a problem as in a part being broken "Sauder" has proven time and time again to quickly ship the customer the needed part right to the customer door in a very timely mannerIn this case we brought out another desk for the customer to help the situation to hear that there was another problemIf the customer is having trouble due to not being able to assemble the "Ready to Assemble" merchandise of course the customer can return the merchandise for a refund

The only thing American Furniture was allowed me to return the furniture for new furnitureAll this did was start my purchase price all over again and the payments made to the previous set went out the doorSo the people that really won here was American Furniture! I did receive a credit for the new furniture because it was a lesser of the two setsI had to pay for the set, taxes and delivery charges all over againAmerican Furniture worked the system so they come out with profit and the saying they helpedThe quality of the set was not up to my standards and should have not been sold to any customer with American Furniture standardsWe do have a new set, no thanks to American Furniture return policyThis set did not cost American Furniture anymore or any less it cost MEI hope the new set is worth the wait and the problems I am having with quality, customer service and profitAmerican Furniture has always had my business until now. I believe I am getting poor quality, poor customer service and getting charged twice, once for the original set and now for the second set, just for American Furniture gain in profit
Complaint: ***
I am rejecting this response because:
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, 6, 2015/08/13) */
We have the merchandise scheduled to be picked up on Sunday 8-16-with the customer and we will issue a full refundThank you

I’m sorry….the amount of the original sofa was $not approx $I was unable to correct the amount in the response The sofa *** is going to get that he chose is $

We have a tech scheduled for tomorrow 5-18-to go out after 2:as the customer requestedThis is for a evaluation to see what is neededThis chair is out of the one year warranty however we were trying our best to accommodate the customer

Cat damage is not covered under warrantyThank you

Our apologies for disappointing the customer as we were unable to reach them by phone due to not knowing we needed to add a to the phone number in order for it to work...our mistake (as the customer mentioned that they informed us of this at the time of purchase) as we very rarely get
international phone numbers to call (or nor do we typically deal with banks internationally)We also apologize that the drivers thought they needed a code to get into the facility when instead they should have gone to the leasing office to make delivery arrangements (as per our notes that were entered after the customer called us a few hours after the time our drivers had left )Our drivers were at the customers home at 10:47am and due to the confusion (which kept us from delivering or contacting the customer to get the needed help/information) and having other stops we did in fact have another truck meet the drivers so they could "off load" (this was a rather large delivery which we would have liked to had been able to deliver rather than prepping it for delivery; getting to the home and then having to send out another truck to come and off load to take it back to the warehouse and put it all away to prep it again and load it into a truck again on another day) and continue on with their routeThe customer had called into our customer service later in the day and we offered to make another delivery attempt on Monday (yesterday) and a delivery was made(The customer having no furniture had asked that we come back later that day on Saturday or the next day however after we made the request with our delivery department we were told due to the high volume we are experiencing it wasn’t possible...so a second delivery attempt on Saturday or a special delivery on Sunday was not something we could make happen even after as hard as we tried to make it happenI see many comments where we had communication concerns with this customer and we are very sorry...it was never our intentAFW

Our apologies to *** ***, in addition to the back ordered merchandise being delayed from the factory we also delivered out a chair to find there was a crack in the leg at the time of delivery and then later we delivered out the wrong chairThe complete order has been delivered at this time, as
well as giving a $credit back to the customer a few weeks ago due to our many mistakesWe are very sorry *** ***

We are calling this customer to make arrangements to return the patio set for a full refundThank you, AFW

We called the customer on 6-to offer a full refund with the return of the sofa and loveseat however we were unable to reach the customer...and we failed to do further follow upWe will call again today with follow up if we are unable to reach the customer to let her know of the offer with hopes
of resolutionWe have comments in the service order from 6-that we will stand by this offer so if the customer would like, she can call customer service at *** and with the documentation any one in customer service can assist herThank 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 meI have received two voicemails from ***, although due to disabilities, it's not entirely convenient for us to come into our local store to complete the transactionAs soon as I can, I will call customer service and see if they can assist us over the phone
Sincerely,
*** ***

Complaint:
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 feeThe company only reimbursed us the original amount after we filed a complaint with the Revdex.com.
Sincerely,
*** ***

AFW is just now receiving this complaint today...in response to the complaint when talking to the customer a few months ago, our sofa warranty is for one year and this sofa is out of warranty as it is years oldIn addition the manufacture went out of business however we suggested for the
customer to take measurements of the cushions and to come into our store and if she found something that might work for her we would see if we could order them for her

Complaint: ***
I am rejecting this response because: I cannot believe that American Furniture Warehouse is not willing to admit that they sold me a defective product, let alone stand behind it This mattress is not "stained" There are some barely visible sweat marks on it *** says I should have protected it........problem is that a mattress protector will cause condensation marks on the mattress that will also be used to deny warranty claims Yes this has been documented by hundreds of people who bought a defective *** mattress and were then told that "stains" voided their warranty Let me ask a question to American Furniture Warehouse: Do you tell your customers that their mattress needs to be "PROTECTED"? Would a potential customer be told that a little sweat marking on the mattress would void the warranty? Or even worse will you admit to customers that if they sweat a little on their new *** mattress, that the mattress may well be ruined? I don't think so Yes it is a SCAM!!
Sincerely,
*** ***

I did not give the entire history of working with the customer...what I gave was a response to the customer saying that he had a year warranty when he does not...and I gave the information to what we have on record as the last dealingsThat we ordered the parts...they came in and we are willing to install the parts without charging for the parts...only the laborWe were unable to contact the customer with this offer however if he would like to call us we will still honor this offer as statedWe have comments under the customers account number that have been there for some time saying we won't charge for the parts and that when calling the customer we were unable to contact himI am concerned that this customer continues to refer to his misunderstandings and confusion as myself or AFW "lying"If the customer was to call our customer service at 303-289-anyone in customer service can once again go over our offer with himWe will repair his merchandise that is out of warranty free of charge for the parts and only request payment of laborThank you

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

We are scheduled to have a in home service tech to go out this Saturday 7-to add filling to the pillowsThank youAFW

Stains do void mattress warranties and such exclusions can be found online for customers that don't remember being told or think they were not told at the time of sale and in this case there are 5 stains. We always suggest that customers use a mattress protector to protect their warranty. As a...

furniture store we are not qualified in handling potentially dangerous body fluids. It is up to the consumer to understand and be knowledgeable of their warranty, to remember they have a warranty or to obtain their warranty if they are unclear to where their warranty is or what it says.We will revisit this warranty claim and contact the customer this week. Thank you. AFW

Initial Business Response /[redacted]/
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 [redacted] and explained to her what is causing the concerns she has with the table. We offered [redacted] 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. [redacted] was also given the choice to re-select to something that may suit her needs better. [redacted] has decided to have the table exchanged.