American Furniture Warehouse Lifestyle Furniture

The customer made this mattress purchase in May of 2014 - calling us 2 years and 4 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 invoice. This 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 point. We do have a 90 day comfort guarantee so that customers not liking the comfort of a mattress are able to reselect however it is for 90 days only...not 2 years and 4 months.

Complaint: [redacted]
I am rejecting this response because: This is the first time hearing of any information on care instructions. EVEN when I talked to AFW employee in the phone she was very rude and never mentioned ANY care instuctions? I would like my table to be fixed. 
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.
Sincerely,
Dana [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.
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 frame. Yes, there was nastiness in your responses. I have never ever been blamed by a company before for the defectiveness/problems of the products purchased. EVER!  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 $100 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]

Complaint: [redacted]
I am rejecting this response because: I had just figured out that we were given the wrong mattress. I thought over time that it would soften up it never did. I went back to the store recently and realized that we were given the complete wrong product. I guess they don't care if their customers were given the right product or not. Not the way I would treat my customers. 
Sincerely,
[redacted]

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 home. The 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 2 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 it. We 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 $1200 bed bug treatment we paid for and reimbursed for the cost of the 2 [redacted] dressers we purchased.  No one expects to have such a nightmare when you purchase new furniture.  Thank You,
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/07) */
We read this complaint earlier on Yelp, however we were unable to reply due to Yelp does not give the bloggers/reviewer's information. We are glad that [redacted] went to the Revdex.com which asks for customer infromation so we could find out what the story...

was.
We offered the customer a full refund for his purchase with the return of the merchandise as this customer has said that he disapproved of our company and of our people that have been with us a long time and to which have a great track record, however the customer disputed the charge with his credit card bank so we received a "charge-back" from the credit card bank before we could pick up the merchandise for a refund. The customer then told us that it was inconvenient for him to allow us to pick the merchandise up that is now "not paid for". The door to customer's apartment has a door re-tractor that is very stiff...it shuts the door at a preset rate, if the door slams the customer should contact the apartment management team to adjust it properly.
[redacted], Our owner or his assistant are unable to talk to every customer that calls us requesting to talk to the owner, as they are running a 500 plus million a year in sales company and they don't have the time available to sit in our call center taking calls at this time.
We will continue to try and contact this customer to try and make arrangements to pick up a mattress set that the customer did not pay for, and we will be happy to abide by the customer bringing their business to another store better suited for his needs. Thank You.
Initial Consumer Rebuttal /* (3000, 9, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been contacted by anyone from AFW, no one! All they are trying to do is make it look like they done nothing wrong and if they deliver to apartments the drivers should be aware of how the doors close. HE was upset because he was trying to cut corners on something I paid for and he was just too lazy and didn't want to do his job! I also spoke with my leasing company and was told by the property manager that asked every staff member if they had talked to anyone from AFW and they all said no...! So this company is full of lies as I was told by the property manager they would not give that sort of information out. Furthermore, my bank has sent nothing to them about my disputing the charge yet, but they will be shortly! So their statement about receiving a "charge back" is yet another lie! My bank is waiting on me to provide all the necessary documents for the dispute and all these lies in their response will only strengthen my dispute. Yes, my bank has issued a provisional credit for the initial charge but not the full amount so AFW needs to get their lies straight before "trying" to make them selves look good and not like the crooks they really are. Just read the reviews online. Another lie is their saying they can reply to my Yelp comment, but they did! I received a response from Person names "[redacted]" a Business Manager from AFW with an email of [redacted]@afwoline.com asking me to contact her to discuss the issue at hand. I did , twice and I have proof, and as of today 11/11/15 I have yet to hear anything back from her or anyone. All AFW wants is to claim they have a fantastic business but in all reality they could care less about their customers or in my case ex-customer. If they want their mattress back they can contact via email ONLY [redacted]@yahoo.com and I will work out a time they can pick it up as I have gladly taken my business elsewhere and will continue to spread the word as to what a worthless company they really are!
Final Consumer Response /* (4200, 13, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There again the lies continue. Now they are saying they never contacted my apartment leasing company, I have every conversation with AFW recorded and can prove that I was told they did in fact contact my leasing company. What about the damage the ceramic pumpkin that was hanging on the door that was broken by their employees careless slamming of the door because he was upset with my demands. They are going to pay for that!!! He had been in and out the door at least 3 times and all times he closed it gently. He did not slam it until he got upset with me. I tried numerous times to contact the person that responded to my Yelp complaint and each time the email came back as "undelivered". I have proof of all the returned emails. Seems as they are changing their story on how the supposedly handled the Yelp complaint as well... Again more lies! I have not received any emails about them wanting to pick up anything, more lies. I have already purchased things elsewhere and everything I purchased is in storage. When they decided to be an honest company and take care of the damage to the decorations on my door that was caused by negligence of their employee I will allow them to pick up everything and advise my bank to reverse the dispute and they will get their money back. If they choose not to meet my demands, when I need the space back after our Christmas decorations come down I will be placing all of it in the dumpster! I will NOT be intimidated buy these people who's record is very clear they are well known for screwing their customers... When they choose to do the right thing, so will I. It is their choice and if this is not handled I can assure them I will proceed with other actions.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 15, 2015/12/05) */
I will say that we also have all of the phone conversations recorded, in addition to emails sent to [redacted] (emails due to the fact that [redacted] has requested that we only communicate with him by email now) as if this should be anything stated as if pertinent on a Revdex.com complaint, response or rebuttal; asking [redacted] when we can pick up the merchandise for a refund without a response from [redacted] at this time. I would like to suggest that [redacted] re reads our replies before insulting us as (I have before) by saying we lie; it may help if [redacted] understands what was said in our reply before saying it is untrue.
[redacted] is wrong is saying that AFW is "well known for screwing their customers". These type of untrue remarks representing facts are becoming very concerning.

Initial Business Response /* (1000, 6, 2015/06/18) */
We worked through this with the customer...we think that this was resolved to the customer's satisfaction.
Thank you!

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 have explained to this customer that we are in the furniture business, not the bug extermination business however we have learned a little about bed bugs in our 40 plus years of being in business. Bed bugs are human blood feeders that feed at night...hence how they got their name "bed...

bugs"...because bed bugs find their food source to be in beds at night. If a recliner is used to sleep at night you will find bed bugs on the recliner (in a home that has been invaded by bed bugs)...however the name "recliner bug" hasn't ever caught on it seems. Bed bugs can enter the home in many ways, I recently read that they have been found in movie theaters due to it being dark and the "food source" is there (people have brought home bed bugs from movie theaters as one example to how they get in a home). Bed bugs are good travelers and travel well on clothing or even luggage. Bed bugs are not drawn toward a bed or furniture because they like furniture, they are drawn there due to that is where they find their food source. Bed bugs going to furniture, even a bed that is in a manufacturing plant, or on a truck being shipped to a warehouse or out in our warehouse racks waiting to go to a customer does not happen - there is no food source for them there. We have also explained that the furniture this customer received had just come directly from the manufacture to us and then to them...it was never subjected to a bed bug environment. When someone is looking for furniture we ask that they consider us for their home furnishing needs, if they have bug problems we ask that they call an exterminator as we don't have bugs nor are we in the exterminator business. NOTE; I called an exterminator here in Colorado and was told a average size home to be sprayed for bed bugs is commonly around $80.00 to $85.00...Terminex.   Thank you

As the customer has stated this was a financed purchase through [redacted] - we have submitted the refund as per Banking terms we have agreed to with [redacted] and [redacted] will be sending the customer a refund check for $343.49. American Furniture Warehouse (AFW) does not give...

refunds for merchandise returned if it is not returned (including pillows). We allowed the return for a refund due to the customer not liking the repair as well as allowing another piece of the upholstery set to also be returned...the refund was processed for the pieces returned. We don't feel it to be a reasonable request for a customer to ask for refunds for merchandise they "gave away". The sofa set was purchased 2-28-15 and a service call was originally set up on 10-28-16 - 8 months past the warranty period however we still provided a service call and shop repair at no cost to the customer and authorized the return for a refund minus 15% for using the merchandise for a year and 8 months. We apologize that customer service manager [redacted] was not always available to take the customers calls although we tried to assist the customer at the time she called in as [redacted] had outlined.

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 being. They have contacted me but appears it will still be another two weeks out before our furniture will be delivered. They have made concessions for the inconvenience. So I will follow up of there appears to be anymore issues that arise. 
Sincerely,
[redacted]

Looking at our records we gave the customer a full refund on the chair 1-31-16. Thank you, [redacted] AFW

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

Initial Business Response /* (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 this. Reading 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 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 aware. Our 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 for. Thank you, AFW

We don’t push financing because we have nothing to gain by it (we do not get any kick backs), in fact the only reason we have financing is because customers request it;  we chose to have it available for customers that would like to finance their purchases with us as a service to our customers....

The financing we have available for customers requesting it is through [redacted] (###-###-####). As I understand it there are different “divisions” within the [redacted] structure, as in they have business and personal banking that is separate as well as having another department for home loans for example. I can’t say what was said by a [redacted] branch manager as I read the customers complaint however at that level you would think that this manager would have more information about the company he works for. If this customer was charged interest in regards to the loan provided to him through [redacted]…that would be through [redacted]; not American Furniture. The “no interest” loans terms (depending on the length of the terms, 3 month, 6 month or 12 month as examples) are that there is no interest as long as the loan is paid off before the end of term or the interest is retroactive back to the day of purchase. If the AFW customer feels that [redacted] to whom provided the financing has made a mistake we suggest they call [redacted] as they are the provider of the loan. Hopefully this can be resolved…AFW is the actual 3 party (in regards to the customer and the bank’s relationship) and we are not able to represent the customer in whatever dispute they may have with the bank. [redacted] does not share the customer’s confidential information with us.

We apologize that we didn't see a email coming in (we did a search as well with no results) however we did see [redacted] complaint on Yelp earlier today and immediately called [redacted] and left a message that we apologize for the error and with that we refunded her $179.10 on credit memo 329767747 to her...

credit card (today). Our mistake, we are sorry she had to bring this to our attention.

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 well. Our 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:  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 $30 off almost $1,000 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 $30.  One thing for sure is I won't be coming back to AFW in the near future to finish purchasing my furniture.
Sincerely,
[redacted]