American Home Furniture & Mattress Plus — Attraction in Albuquerque

I purchased a new dresser on 8/1/2025 at the American Furniture Warehouse located in Albuquerque, NM. Note: The dresser was selected on the showroom main floor as a new item and not in the used damaged section of the furniture store. The salesman informed me that they had a couple of the items in stock and we can choose to pick it up ourselves or have it delivered for $xxx. I decided to pick up the dresser for cost savings. I picked up the dresser at the pickup dock at the warehouse location on Commanche in Albuquerque. The dresser was boxed in cardboard, the warehouse staff loaded the dresser on to our truck. My expectations at the time was that the dresser I purchased was a new item and safely packaged. Unfortunately it was not and did not meet my expectations as a customer. On 8/06/2025, within the week of purchase, 5 days later we unpacked the dresser at home. Sadly, when my son in law opened it up the packaging he noticed several disturbing things about the packaging; 1) the packaging showed evidence that it clearly had been opened previously to my purchase, it was not newly packed, 2) two of the corners of the dresser were damaged and evidently banged up. it was damaged on the top back and bottom corners of the dresser. It also had a scratch in the front of the dresser. 3) the styrofoam packaging on the bottom of the dresser on one corner had stuck to the dresser while it was being unpacked. It was evident that someone had poorly covered up the dresser corner with some glue by glueing the damaged corner pieces to cover up the damage. It actually had some of the protective foam on the broken area which looked like it had been glued together plus it also had some of the plastic stuck on the damaged area of the dresser. Again, when the dresser was being unpacked, the corner styrofoam piece was stuck to the dresser because it had some glue evidence on it from the damage being poorly covered up. I took pictures and have them available for the record and evidence.

On 8/6/2025, I called the manager of American Home Furniture and he Listened to me and told me that I had no recourse at all because of the three-day limit return policy. I tried to tell him I had pictures, but he was not interested. I understand we should have opened it, but life overwhelmed us. He then ended the conversation, and then told me to have a very nice day.

I have been buying furniture from your company since the 1970's. That is over 50-years. Our family still has furniture items in our home we've purchased over the years. American Furniture has been our go to store for years. I have never had to return anything before. And I guess I will not be able to with this furniture item that I thought was new, not damaged. I trusted your company. I have always trusted you, and now I can never trust you again. You're covered legally, but morally, you should be ashamed of yourselves. From my experience speaking to the rude manager, I doubt you care.

All I was asking for is to have the dresser replaced with an undamaged dresser. But the American Home Furniture manager did not attempt to resolve the issue or show any effort to make it right for me as a customer. Given the issue, there could have been an offer to deliver new merchandise to replace the damaged dresser. Instead, the manager mistreated me as a customer. The issue could have easily been resolved and make amends.

As a loyal customer for over 50-years who thought the dresser was a new purchase from your showroom floor, it is completely unacceptable for your company to present a clearly damaged furniture item. Instead that dresser item should have been in your damaged warehouse section and not falsely and dishonestly sold as new.

If we receive no amends or resolution, our family will have no other choice but to no longer shop at American Furniture Warehouse. Or recommend to other family...

American Home located at 801 Comanche RD NE, Albuquerque NM 87107

This place is a JOKE! Their customer service, expertise and Delivery is Non-Existent.

BEWARE: Sales team will tell you anything and promise you the world to make a sale. When it's time to actually deliver on their promise, they fall short.

Due to Covid, our delivery was delayed. We understood and were completely ok with this delay. Two months after our order was placed we started to feel pressure from our sales rep to have our order delivered. The order was to be a couch, a love seat with a USB charging station, a recliner, and four battery packs. We were told that only the love seat and recliner have arrived and that they didn't know when the couch would be delivered. So they offered us the floor model.

When we asked for a discount to the floor model we were given 5%. Not even enough to cover the tax. None-the-less, we scheduled delivery. At this point it has been two months since we placed the original order. Two days before our order was delivered, our sales rep called and said that one of the batteries that operates the couch was going to be sent to another order. After two months of being strung along with multiple phone calls we asked to speak to management.

Management gave us a completely different story as to why one of the battery packs was not going to be included in our scheduled delivery. However, if we agreed to keep our deliver date they would wave the delivery fee and get us a battery pack as soon as one arrived.

On the day of the delivery we were told by the team that our order was short not one, but two battery packs. In addition to this news we were also told that the only new piece of furniture was the recliner. And the news kept getting better after this. We were also told that the love seat's USB charging station needed to be plugged directly to the wall, apparently the battery pack does not provide enough power for the charging station. An important fact that our sales rep should have shared with us.

At this point we had had it. We asked the delivery team to contact a manager for us. Once a manager was on the phone they completely ignored our frustration and tried to talk us into "borrowing" the furniture until new furniture arrived. To this we asked them to remove their furniture from our home and cancel the order.

An hour later the general manager called us offering to give us a $300 discount as long as we were willing to "borrow" the used furniture. We expressed our fear of being stuck with used furniture and our disappointment at being lied to over and over again.

To this we were told that they can not guarantee when we would get new furniture. We stuck with our decision to not keep any of the used furniture out of fear of being stuck with it. This entire experience has been a nightmare. We have been more than understanding and patient with American Home. When we expressed, once again, our frustration we were told that they have a four star rating. In other words, "Who cares how you feel or what we have put you through."

I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE.

Don't fall victim to their high pressure...

They have decent furnitures with affordable prices. I purchased all my sofa, bed and dinning table there with good deals within an hour once I entered the stores. While I like their products, i don’t give 5 stars for this store as I didn’t impress with the salesperson I worked with. She wasn’t very welcomed or delighted to assist me. In Fact, when I entered the stores, I was there for about 15 minutes and no one even noticed. i was by myself browsing till I had question, I had to look for someone, I catch that saleswoman and maybe that’s why she wasn’t very willing to help. I asked her for finances and she said yes they offered. When we were making purchase, she wasn’t willing to ask me if I wanted finances again (for customer care, I previously asked finances tell I would be more likely to do so, highly customer care saleperson should take initiative to ask customer again when processing a purchase), instead, she processed the purchase with full payment upfront. So I told her I couldn’t pay all amount today, she, again, told me I could pay off each item upon delivery. Then I asked her: i thought you offered finance, can I do that.”. she finally said yes but they way she acted seem I wasted of her time when she had to redo the entire purchase process again. While she was finishing up our purchase, i received a phone call from the bank to verify my finance application. When I was talking to the bank, I still stood at the counter, but she then left me by myself (I thought to be nice, saleperson better wait till customer finish the call and asked if any question). i still had question about delivery time but once I hung off the phone, I wasn’t there so I had to look for her again to ask. Later, I changed my mind on delivery, so I called her and not much improved. Again, good products with prices but very poor customer care (my option) I received from the saleperson even though I made a purchase. I hope not all of your salepersons like the one I worked with. I have a friend who is interested in a new couch, I still prefer him to check out this store as i don’t want to punish a team because of one individual, but tell the name of the saleperson whom he needs to...