American Home Furniture and Mattress - Santa Fe — Attraction in Santa Fe

I purchased a recliner from American Home Furniture, I paid Over $1000.00 and also purchased the extended warranty. Well one year and 2 months later I sat in the recliner and put the chair in full recliner postion, I purchased the recliner because I was released from a 10 day hospital stay and due to breathing problems I was not able to sleep in a bed. The chair was stuck in a reclining position, I called the company and was told they could not help me, I'm stuck in the chair for several hours, they told me to call the paramedics, I did and they came and lifted me out of the chair. I called the warranty company, they said they would communicate with the store to make sure I had really purchased the chair and warrenty from them. Another month and a half has passed, not able to use my chair at all, I called an electrician and they charged me $180.00 to come and disconnect the springs so that I was able to at least sit in the chair with the foot rest down. Finally in April a technician came to assess the situation and concluded the swith motor needed to be replaced. It is now July and was informed the part is being sent from China, in the meantime I am suffering so much pain in my back and buttocks, the chair is in a postion that keeps my neck in a very awkward postion and consequently I am not able to get healing rest. I asked for the district manager to call me. Perhaps i could select a chair that is in stock, maybe allow me a credit, I am at a loss and I'm very hurt over this situation.The chair cost more than my monthly income, I'm 78 years old and have some serious health issues. NOT good to treat seniors like this. I KNOW due to the pandemic things are difficult and services are...

Purchased a couch over a month ago. Was initially given a delivery date (about two week away).

On the delivery date there was no call. I had to call in myself to find out the delivery will not happen. Later I found out from the salesman that the couch was damaged during transportation, that's why it was not delivered. Ok, that happens. I am glad they didn't deliver a damaged unit. But why didn't I get a courtesy call to inform me about it? I had plans. Why do I need to be an investigator?

I was then given another date and informed that this time 10 couches like I ordered are arriving. So I should get mine for sure this time. The delivery date comes. Guess what? Right. I have to get in touch with my salesman to find out that yes the couch arrived at the warehouse in Albuquerque but it will take three(!) weeks to deliver it to me because a spot on a delivery truck is not automatically booked and there were some snow delays this week so next two weeks are over capacity.

So, I am at crossroads here. On one hand, I want to be understanding about various possible delays, especially in the present COVID environment. On the other hand, I cannot stop from being highly disappointed with the purchasing experience. And if some delays in life are unavoidable the luck of communication and ability to make it right from American Home Furniture makes me question my shopping choices.

UPDATE: A new manager got in touch with me and helped sort out...

Yesterday, January 6, my wife and I went into your store to look for a recliner, sleeper chair. I am physically handicapped and needed something very specific to my needs. A young sales person quickly came to help me and spent the next few hours dealing with my needs for that "perfect" chair. His name is Jerome Martinez and he was amazing! He not only devoted himself to finding a specific-needs chair, he also was very aware of my physical limitations and helped me whenever I needed help. I had told him when he first came to meet my wife and me that because of my physical limitations I would most likely be difficult. I was difficult and he was not. He was there for whatever I needed him for and he told me all I needed to know about the two chairs I had finally dwindled it down to. After quite some time doing everything I needed to do to make a final decision to purchase the chair that was designed for my special needs, he arranged for the delivery and all else that needed to be done. I gave him a credit card, the sale was completed, and we left after properly thanking Jerome for being the salesman he was. Please know that Jerome Martinez is all that a store such as American Furniture is, and yet another thank you for Jerome for finding me the "perfect chair," I have lived in Santa Fe 35 years, I am going to be 90 in June, and this was not my first encounter with your store. I have shopped there many times over the years. ...