American Furniture Warehouse — Attraction in Aurora

I have NEVER had a worse experience trying to buy furniture! Although the sales staff was nice - but did fail to ask necessary questions about delivery after I informed her that the product would need to be delivered via an elevator- the customer service, delivery, and quality of the product were so poor that i would give ZERO stars if that was an option!

I purchased an end table that i took home that day, and had a matching coffee table and a sleeper sofa due for delivery at the end of the week.

Strike one: the directions for assembly of the coffee table were TERRIBLE. They were so bad that i went to the store the day before the delivery was due to cancel the coffee table (also a “customer must assemble” project).

I was informed that the store could not help me with this; i needed to call customer service. A wasted trip - in Denver traffic!

I was told the coffee table had already been loaded on the delivery truck, but they “generously” (their view, not mine!) would not charge me the 15% restock fee because the coffee table was still in its box.

Strike two: I received a text saying that the sofa would be delivered the next day, in a 2.5 hour window. I waited patiently throughout the window, and called afterwards to find out when the sofa would be delivered. I was informed that there had been a “miscommunication” somewhere between Customer Service (who canceled the coffee table) and delivery (who apparently assumed that it was the ENTIRE order that had been cancelled). I asked them to bring me the sofa at the end of the day, and was disgusted to hear that the sofa had been REMOVED from the truck (after i had been told the coffee table could not be cancelled immediately because it was already on the truck). I was informed that I could get the sofa the next day - but they refused to provide a delivery window- IF it fit in the elevator. THAT issue should have been mentioned when i purchased the sofa and provided DETAILED instructions about delivery.

Strike three: i made ANOTHER trip to the store to measure the sofa and decide if i was willing to put up with another wasted day for a possibly failed delivery attempt. It turned out that the “queen size” mattress was listed as 72” - when a TRUE queen size is 80” long - and the mattress measured only 69”! THAT would not be acceptable for my 6-foot tall visitors! Disgusted with the poor customer service, horrible assembly instructions (for the end table ), and inaccurate and misleading dimension information on the mattress, I cancelled the ENTIRE order.

Strike FOUR: THEN they woke me up on the morning of the “we won’t give you a window for delivery other than ‘Saturday’ “ day - to discuss when the sofa would be delivered!

NOBODY deserves FOUR strikes!

Do NOT attempt to do business with this organization! You will be TERRIBLY...

I came into this location yesterday to exchange a piece of artwork I purchased the same day because there was a huge scratch on the front of the piece that couldn’t be seen unless in the right light. My mom and I came in and went to the front desk to do the exchange. Jessica, the front desk manager, was the one who started this process. She said that there are 4 other pieces like the one I had but told us it was up to us to find them. So, my mom and I went in search for them in the entire store... this took a good 20 minutes. All of them that we found were not up to par having scratches, dents, or tears where they are obviously seen. We then went back up to the front where the front desk called a floor associate, who then called a wear-house associate to help our situation. The wear-house associate was great! Telling us she would order my piece of art straight from the wear-house so that there would be a very low possibility of it being damaged. She told us to talk to the front desk to start the process of the exchange/order and that I would be able to pick up and have my piece by Wednesday. This is where the front desk problem worsened. My mom and I gave the ladies my receipt to start the process. The ladies then gave it to a girl on the end, who you could tell was new to the job. The poor thing was struggling with the transaction and asked for help several times. The other girls would come over point to a button then leave to go chit chat with the other front desk ladies. One girl told her to refund it and then repurchase it because it was easier to do in the system than an even exchange... that did not sound good to my mom and I. We stood there for another 15 minutes while this poor new girl tried her best to get this done. After she got to the end, she told us that I had on outstanding balance even though I AREADY PAID AND THIS WAS A STRAIGHT EXCHANGE!! She then got Jessica to see what happened. Jessica then told us that we did have to pay the outstanding balance because this was a different store and the taxes are different. We told her this was a straight exchange and that there should be no outstanding balance. She continued to argue with us, when finally we told her that the other girls told her to refund the piece and then repurchase it because it would be easier. Isn’t that what she was exactly told to do even though no one really helped her? Quickly, Jessica scolded us and told us that she can wave the balance just this once and that we should remember this for future purchases and exchanges. Both my mom and I were so irritated and angry about the whole process, that no one helped the new employee, the exchange was not done properly, AND the front desk manager handled the whole situation terribly. Horribly disappointed and questioning if I ever want to come...

I don't genuinely want to leave a one star review because I do like the store but I definitely have to bring attention to how terrible the service was on my latest visit.

For context, I walked around the store with an employee and found a table I liked. Table wasn't in stock so I ordered it and was told to come back on Friday. I went to pick up said table and it was the wrong table. I understand, mistakes happen I'm not worried about it. I just wanted to correct the issue so I can have a table in my living room.

I approached the two front desk people at the time. A nice lady with a scar on eyebrow and a nice young man.

I told him the issue, he understood and tried to help me see what had been ordered and where it went wrong. He was helping and then he called a lady over and that's when it went down hill.

JINA came over with ZERO context, cut off the young man talking, and myself Multiple times and inserted herself rudely in every way possible. She belittled the man and continued talking in a condescending tone to me and him. She tried to pass me off immediately to the person who originally made the mistake and said " shes here call her" She then tried to make it seem like I was the one at fault. She said "things have Sku numbers, YOU grabbed the wrong one." I told her " No, I had a young lady help me. She followed me around and grabbed ..." she cut me off AGAIN. "The Sku would be on the table" I tried to explain my situation and she cut me off again and then the person I came to the store with interjected because Jina's crass behavior was honestly unbearable.

She then had an attitude while we went to look for the correct table and she was rudely short in the way she spoke the rest of the transaction WHICH I GOT CHARGED EXTRA FOR. And at the end I asked to just have it delivered to the store again because I know it's not in stock she then began pushing for me to go to the warehouse to pick it up. I said "no its fine. Just have it delivered here I'll pick it up here I-" she CUT ME OFF AGAIN and began speaking to the other person in my party to try and coax me into going to pick it up????? Like idk whats wrong with this lady but I just couldn't let it go.

So I do like the store and I'll leave some reviews to make up for this one when I revisit to pick up my table, but I had to bring Jina's incompetence to someone's attention.

If you have a retention issues with your employees PLEASE consider it might be because of a grossly incompetent higher up. Her condescending tone and lack of ability to recognize her fellow employee as a person in the way she talked was TOO EVIDENT in front of a customer. Lord knows how bad it is when there aren't...