American Furniture Warehouse — Attraction in Westminster

TL/DR - Don't buy a couch from here. The prices may be decent. However, the quality is very poor, and the customer service is awful.

We have purchased two couches from AFW now, and I very much regret buying the second. The first couch, which we had for about 3 years, lost all support in the springs in the base to the point where it felt like you were sitting in a hole on certain parts of the couch. We chalked it up to us getting a lemon and that it had lived a shorter than normal life.

We decided to purchase a new couch from AFW in January 2023, and at first, we loved it. However, after about a month, it became clear that the cushions were not filled with "high quality foam" as advertised. After only a few months, the cores of the cushions that came with the couch have already begun to deteriorate to the point that they are now so unsupportive that you would assume we've had this couch for 10 years. It is unacceptable for a $2000 purchase to be in this poor shape after a few months. For those wondering, we are not big people, and we have spent a marginal amount of time sitting on this couch.

Have we talked to customer support or reviewed the warranty? You bet! Very unhelpful so far. AFW sent out a technician to review the condition of the couch, and their solution is to replace one cushion core from the manufacturer. Just one. Despite the fact that they are all filled with the same subpar foam and are all deteriorating very rapidly, AFM decided on one core because it was more compromised than the rest.

So, if you want to pay for an expensive couch that you will have to pay additional money to have repaired after only minimal usage, then AFW is the place for you.

Update 05/26/2023 We have continued to pursue some sort of the resolution and have responded to the requests from the owner with no response. It is frustrating and tedious to be in a situation where you spend a large amount of money for a subpar product and no recourse from the seller. If you made it this far in the review, I would strongly warn you against buying anything from this company.

Update 06/08/2023 AFW has responded saying they have never heard from us saying that their is no case number for our order. We replied with the case number from a previous email and have had radio silence since. I'm not sure which is worse, keeping such poor records that you can't keep track of open inquiries or being so unprofessional that you lie about it?

Response to owners update 06/09/2023 It's great to finally hear back from AFW! I'd advise you to also check your junk mail. My wife has been communicating with customer-service since the beginning of this process. On May 17, she replied with the images customer service requested. Then, on May 25, she emailed again as there had been no response. The last we heard from AFW was May 27, in which they said they had not received photos and didn't know the case number, to which my wife responded she did not remember the case number but had done all correspondence through that email. Then nothing, radio silence from AFW.. We went ahead and Re-sent all the images and info of our case number to customer service today. While not as effective as email, it's great to finally hear back from AFW!

Update 08/01/2023 So the saga continues. AFW offered us a deal where we can return the couch at no cost to us. They came and picked up the couch on 06/10/2023, and we were told that we would receive our refund in one billing cycle, from both AFW and Wells Fargo who the financing was done with. It's now August and we still have not received our money back, Wells Fargo has received nothing from AFW. I don't doubt that we will get our money back eventually, but boy do they take their sweet time. If you've made it this far into the review.. hopefully this all paints a clear picture of how AFW operates and what...

American Furniture Warehouse

I ordered 6 chairs and a table in November. The AFW STORE IN WESTMINSTER CO has had great communication with my. I understood that my chairs would Be back ordered until January. Then March. Then May. Now August. I have been ok with this. I get it. COVID. I DID get my table and it’s beautiful! So today I got a message from My sales person saying that there are 4 Available in the warehouse. I have the message saved. I called her back and we set up delivery for the FOUR available for this coming Tuesday. I agreed to keep the additional 2 on order and am Happy to wait for them. We also discussed other stores having floor models that I could Possibly look for in the interim. We closed the conversation as such. I got a receipt through e-mail of the original order because I asked for it. I decided about an hour later to call the Grand Junction store to see if by chance they had any floor models that could be sold. The sales representative advised me that my entire order had been cancelled. I thanked her and immediately called the Westminster store. I asked my sales rep to look and she said in fact it had been cancelled. She was very upset and said she had to get in touch with a manager to see why the other girl cancelled it.

I gave some time and got a call From another rep ( I believe it’s the one who transferred me to my rep originally). She said she had spoken to me And I said to cancel my Order. I was shocked. (I only ever talked to my sales Rep about my Order. ) She said no one in the store would Have reason to cancel My order! (Side note I never heard from My sales rep after this ) The manager called me back and told me the Same. Why would we Cancel Your order? He actually accused me of canceling my own order ! He then proceeded to speak over me as I tried to explain we had set up a delivery and of course I didn’t cancel it. He told me he wasn’t forcing me to buy furniture and that he doesn’t make the furniture on site (which was completely irrelevant and made no sense)He told Me that now I would Have to wait for an answer and he would have to walk all The way downstairs and this wasn’t something he would help Me with now. Nothing he said made sense to the situation. He was talking about giving me money back and I wasn’t forced to buy furniture. He said that a few times. HE WAS EXTREMELY BELITTLING AND SHOULD NOT BE IN MANAGEMENT. HE DIDNT EVEN CALL BACK.

I am very excited to have the 4 chairs delivered on Tuesday I never complained and understood the wait time. The only Reason I knew it was cancelled was because I HAPPENED to call another store who informed me. The manager of this store and it’s employees basically Were covering for each other and accused me of cancelling my Order

Hmmm Then why would I have delivery set up for Tuesday? And where was my Cancellation e-mail. The e-mail I received was my Order

Any way. They ended up redoing my order. Why didn’t they just do that in the first place? They literally lied and said I called and canceled my own order. Soooo bizarre. It’s obvious they made a mistake. ,What a terrible experience. 3 hours of my time. I’m Saving the voicemail and emails. Just for my own self. I will not do business with this location ever again. Also I have asked for a phone call From the manager. He left at 4pm. Ironically. This happened around the time he was scheduled to leave. Great manager didn’t stick around to help fix a mistake. I don’t expect to hear from him but I feel we Should get some kind of a discount or recompense for this. (You can’t quantify recompense on anything but money...

If I could give 0 stars, I would. Customer service is absolutely ridiculous, and incompetent to say the least. I schedule a technician to come look at my couch and they "forgot" to put me in the system ( yet notes were somehow saved that day). So when I call the day before my appointment, like they ask me to, to get a window of what time they will arrive. She says she will put me in the system this time, and they will call me the day before to give me a time. I missed the call in the morning and call right back, an actual person answers and I ask for the time they will be here tomorrow. The actual person says that someone will be there today between 9:30-10:30am to look at my couch ( not tomorrow, my scheduled appointment day). It's way past 10:30 am and no one has showed up or called. I call the office and talk to an actual person, and she says my appointment is tomorrow between 9:45 and 10:45 am. I told her that I talked to someone there in the office this morning, and one of your representatives told me someone would be out here today. She wasn't interested in helping me and proceeded to tell me there was nothing she could do. I thought, maybe she's just not doing her job, or just doesn't want to. So I called the office back, and luckily someone else answered. I told them my situation, and asked if she could please help me find out the real day and time a technician will be here, so I can be here at the same time. She told me there were notes from way back when I originally called ( when they "FORGOT" to schedule me) but the appointment was cancelled. She proceeded to tell me they cancelled the technician for this morning, as well as the appointment for tomorrow. She tells me I'm not scheduled for anything, and the next available opening is 2 weeks from now. If they would have scheduled me the first time, I would have been seen weeks ago! Throughout this process, I have talked to several different employees and not a one has been true to their word or willing to help me. I'm now left with a broken couch and no scheduled appoinments for it to vs fixed. There employees are incompetent and their merch is cheaply made. If you wonder why certain things are on sale, think again. And forget purchasing the warranty, a technician will never come look at it as they say they will. So here I am waiting at home for a technician that will never...