American Furniture Warehouse — Attraction in Katy

• UPDATE *

What is customer service?

It's hearing the issue and coming to a solution to fix it in a timely matter and that's exactly what Mr. Jacob, Regional Manager of America Furniture has done for us.

Husband got a call Thursday evening from Mr. Jacob addressing the problem and how to rectify the issue as soon as possible; which was much appreciated after the amount of miscommunication we had to deal with and the amount of $ we spent with this company. This morning ALL the legs to our couches were replaced with new ones. Our dresser w/mirror was replaced with a new one, our 2 missing TV entertainment towers & 2 night stands were delivered and placed perfectly and with care. Mr. Jacob also offered a reimbursement of our delivery fee.

My husband got a call after each piece was delivered (3 separate deliveries) from Mr. Jacob to check how each item(s) was brought in (condition wise) and the serve of the delivery was. Each time it was just great !! We were very pleased to say the least. One of the deliveries was from the "Delivery Manager" herself, Samya and she apologized for the dilemma that took place which we appreciated as well.

We appreciate what Mr Jacob has done by reaching out to us, hearing our concerns and resolving the problem fast. Its people like Mr. Jacob that take the time to hear the customer(s) concerns, seeks the solution and keep the customer coming back for more business which after this we will definitely be returning customers. Everyone deserves a second chance to fix the wrong.

Thank you for making things right Mr. Jacob & America Furniture. Top notch customer service THIS time from very satisfied customers !!

Worst experience ever !!! Went into America Furniture on May 22nd spent/bought $14,000 worth of furniture. Was told all in stock and will be delivered on the 25th.

May 25th comes , 2 night stands missing, all left side dresser drawers were put on lined off so the drawers wont open and close properly, left side of dresser mirror isn't stained, 2 TV entertainment towers missing, ALL couch legs scratched !! Delivery person takes pics and notes it all down to relay to proper ppl who handle these kind of mishaps and tells us someone will be calling us. NO CALL. Called to see why we never got a call the next business day and are told we have to reach out to "warranty" department which we do and then they tells us they will have it all fixed only to wait a few days and have to call back yet again to learn it was NEVER put into their system. Husband goes down in person and learns that not only are our 2 entertainment towers sitting there in the back but our 2 night stands are on back order and won't come till July !! (No curiosity call to let us know) Then they say they have to send a tech out to look at the problem pieces before doing anything about it. Husband makes appt right then and there in store with a manager of that department and calls today to see when someone will be showing up and he learns, IT WASNT PUT IN !! AGAIN!!! Try to say they called us and left a "voice mail", we dont have voicemail set up on either cell. Just a bunch of the unnecessary run around to find answers to solve our problems !! Totally unprofessional !! Wasting time and thinking we will let it go, wrong customer, not us. Careful cause they will take your $ fast but will dance around the problem to fix their mess up!! Its been 2 weeks and still nothing is fixed or solved! Dont take their word, make sure to call and check on your order and get names of who you spoke to. Just want what we paid for or compensate us for...

A Completely Unacceptable and Outrageous Experience

Two days ago, I purchased a sofa from this store, including the delivery service scheduled for Friday, January 17th, between 7:00 a.m. and 10:00 a.m. Trusting their commitment, I took the day off work, which resulted in a significant financial loss for me. However, the experience was an absolute disaster from start to finish due to their lack of professionalism and respect for their customers.

Issues with Delivery Poor communication: The driver only made two brief calls that weren’t enough to establish contact. Shortly after, I received a false notification claiming they had been at my door. To make matters worse, they attached a photo of the front of my house as “proof” of delivery, even though they never knocked on my door or made a real effort to deliver the order. Blocked communication: When I tried to contact the driver again to clarify the situation, I discovered that my phone number had been blocked. This is completely unacceptable and shows a blatant disregard for fulfilling their responsibilities.

Terrible Customer Service

When I visited the store to speak with a manager, they scheduled a new delivery for this morning. However, the same irresponsible behavior happened again: the driver blocked my phone number, and I lost yet another day of work, bringing my total financial loss to $800. Despite my frustration and requests for a solution, I was informed that I would need to pay for delivery again, even though their staff was entirely at fault.

Personal Impact

This situation has not only caused me significant financial loss but also affected my emotional well-being. The level of anxiety and frustration this experience has caused is indescribable. The lack of empathy, professionalism, and commitment from this store is an insult to their customers’ time and money.

Conclusion

I do not recommend this store under any circumstances. Their customer service is horrible, their staff is negligent, and their lack of professionalism shows they have no interest in meeting their customers’ needs. To the owners of this business, I urge you to hire trained and dedicated staff who can properly represent the values of a reputable company.

As of now, I am forced to pick up the sofa myself, losing the money I paid for delivery on top of everything else. To the entire community, avoid this store if you don’t want to experience the same level of...

Alice at AFW Made It Right—A Story of Integrity and Exceptional Service:

One night at the AFW Katy store, we carefully selected a bedroom set for a dear friend—a hardworking grandmother of 20 who works with special needs students in Katy ISD. She had just moved into her new home and fell in love with this set the moment she saw it. This was more than just furniture—it was something that made her feel truly at home.

At checkout, we watched the store clerk enter the correct delivery address into the system and even saw it displayed on his screen. Everything was set for a Thursday delivery, ensuring she could enjoy her furniture during her well-earned week off.

Then came the unexpected issue.

The next day, we received a call about the delivery—but instead of our friend’s address, the system had somehow replaced it with our home address. When we called AFW to correct the mistake, we were initially told that the delivery would have to be rescheduled, which was incredibly disappointing.

That’s when Alice at AFW stepped in like a true customer service hero.

Rather than letting the system’s mistake dictate the outcome, Alice took ownership of the situation. She advocated for us, insisting, "No, this was our error, and we are going to make it right." She worked with the logistics team to keep the original Thursday delivery date, ensuring that our friend would receive the bedroom set she had fallen in love with—exactly as planned.

Alice’s actions weren’t just about fixing an error; they demonstrated the integrity, customer commitment, and heart that define AFW. She understood that this wasn’t just furniture—it was a meaningful purchase for someone who has spent her life giving to others. She treated us not just as customers, but as people whose trust mattered.

Because of Alice and the incredible AFW team, our friend will get to enjoy her dream bedroom set without unnecessary delays.

We have always turned to AFW for their quality furniture and fair pricing, but after this experience, we are customers for life. If you’re looking for a company that values its customers and stands behind its promises, AFW is the place to go.

Alice, you are a rockstar! AFW, thank you for proving why you are the best in the business.

Besides Alice, No pressure atmosphere. Helpful staff. Great selection and...