American Furniture Warehouse Lifestyle Furniture

I have to refer to what our original response has stated...we have tried to explain that we do not have bed bugs (I disagree that bed bugs are attracted to wood...I spent more time researching bed bugs for the customer) and for those that get bed bugs, they may  only assume it is due to buying furniture and they only assume due to lack of understanding that bed bugs enter the home in other ways and then go to the bed (nocturnal feeders that feed on human blood) and that is usually where they will be found. Bed bugs can be found every where and yes they can go a year without feeding...they are even found in 5 star hotels...having bed bugs is not a indicator of bad house keeping. Bed bugs to not go to furniture wrapped and stored in a warehouse, or to a manufacturing facility - they only go to furniture when there is a food source their for them.

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.

When we get requests from customers to return merchandise for credit we are careful or cautious in way of bringing back merchandise that is torn, ripped, stained, abused, or covered in animal hair. We apologize if we failed to communicate this (our concerns of the dog hair) correctly to the...

customer in a way that was not offensive to the customer - or if we carried our fears to far per say. We agree with Mrs. [redacted] for the most part (after listening to the calls; which sounded like we were trying to explain our concerns as best we could and without sounding as if we were non caring - even though what we were explaining wasn't the best of news) in that our concerns regarding the pet hair was possibly over stated on our part and with that I am pleased to say that the merchandise is scheduled to be exchanged tomorrow and we hope that the customer is happy with the exchange. We will do further training in house in regards to merchandise being returned with animal hair in hopes that we will do a better job of addressing it with our customers in the future. Our apologies to Mrs. [redacted] for the added disappointments while attempting to assist her with her concerns. Thank you - [redacted] AFW

With my deepest apologies the email I received today is the first notification I have seen regarding this complaint. I assume previous notifications were blocked firewall as I did a search and found no other notifications so I will check with our I.T. department as soon as they are in today to make...

sure there are no others complaints we are unaware of. We will attempt to contact the customer today to see if can resolve this issue immediately. Thank you - AFW

Initial Business Response /* (1000, 10, 2015/05/28) */
All Wood tables and wood table finishes need to be protected from water (and protected to prevent nicks and dents by covering them with a table cloth or place mats or by not hitting them with a chair or other things); this table showing "water...

rings" from drinking glasses is not due to a manufacturing defect.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is unacceptable. The problem should not exist with NORMAL use. I use place mats all the time and a table cloth when needed. If I put a warm bowl on the table put something under it. I have had several tables in my fifty years of marriage and have never had this problem. I suggest that AFW go to the manufacturer to have them refinish or replace the table with and extra coat of urethane. The one spot that keeps getting mentioned by AFW is only a small part of the problem. There was a white ring that happened even with using a placemat. I used a white ring remover on it. It made a shiny mark. I will take responsibility on that as I did not know this would happen with a "tough Finish" on the table. I want the table refinished or replaced with an extra coat of urethane or a better protection for it. I am enclosing pictures.
Final Business Response /* (4000, 14, 2015/06/16) */
We literally sell 600 or more of these exact tables every month without complaints so we are unclear on what is described as "normal use" vs "customer abuse"; this table was water damaged and water damage is not covered under warranty. At this time we do not provide a custom table finish service nor do we ask a vendor to custom make furniture for us (our vendors do not provide such an option). Our evaluation of the table stated that the table had water damage along with nicks and dents all of which are not covered by any warranty, so we will not be able to fulfill the customers' request of refinishing the table (back to industry standards or custom).

The customer is correct in saying that we cancelled the pick up of the used mattress when the drivers got there due to staining. Mattress 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 case. The staining was very...

minimal however in today's world...mattress staining and the hazards that can go with it becomes a handling and health issue. And with the heath issues are concerns to those that are touching and carrying the merchandise. We 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 void. Again...mattress staining is a serious issue and customers must keep their mattress free from staining to keep their warranty coverage. Because we don't know how deep a stain goes (saturation level) or what the stain is made of, all staining voids mattress warranties. We apologize however we are obligated to the safety of our employees as well as our customers. Thank you.

Initial Business Response /* (1000, 9, 2015/11/27) */
We will contact the customer with hopes of resolving this...7-2-15 being the date the customer received the sofa and 10-26-15 being the day he called us it was closer to 4 months that the customer has used the sofa (the customer noted it was...

about 2 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 /* (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 for. All 3 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 couch. I appreciate the assistance from the Revdex.com in contacting AFW to make things right.

Some ottomans are made to sit on while others are not so much. We agree with the customer and will contact them immediately to authorize them to return the ottoman for a full refund as requested. AFW

With our apologies the refund of the $59 delivery fee was processed...as it should have been originally.

We were unable to find this customer living in Glenwood Springs when trying to look her up by name, the phone number given here or by a lookup using her email address. We will have to call her at the number she provided the Revdex.com to get more information from her so we can look up her account to...

see where we are at in regards to resolving this with the customer. We are hoping that this was already resolved with her...we apologize that she felt that us asking her to keep her new sofa free from rips tears or stains until the exchange was made as being a unwanted stress - it wasn't meant to be.

We spoke to the customer several times during the course of delivery and attempted to explain how our "out of state deliveries" work...and that delivery times are approximate. Clearly our service wasn't appropriate for what the customer wanted and we apologized as we do now that we weren't able to...

communicate properly to the customer what to expect so that the customer could decide if they wanted to buy from us or not at the time of purchase. With that we promised a $80.00 refund when speaking to the customer to which we made good on the offer and the $80.00 refund was processed (during the time of the delivery). Thank you, [redacted] AFW

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]

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