American Furniture Warehouse — Local services in Centennial

Last night, 9/12/2024, I ordered a recliner from AFW online to be picked up from the Englewood, CO store. I had to do this as I had back surgery 9/11/2024 and my recliner broke on the 12th. My husband goes to pick up the recliner today, 9/13/2024, with the receipt and my credit card (he has done this multiple times in the past with no issues). The lady at the pick up counter tells him he has to go inside the store to the customer service and show them the card since it was a virtual Apple Card. The store manager, Rachel, very rudely told my husband I had to pick it up. He explained I had back surgery 2 days ago and we have done this multiple times. She said it did not matter that I to come down with my ID. I was on the phone with my husband and asked if we could FaceTime and she could see me and my ID. She said “nope”. My husband reiterated I didn’t need to come down there as I had surgery. She said we could refund it and he could buy it in his name. He explained that I am disabled and my special needs trust was paying for it so it had to be in my name. He finally got a customer service number from her and attempted to get the corporate number. She refused to give him the number for the corporate offices and would not give him a business card or a last name. I called customer service as I saw on google that they could change the pick up person’s name. The rep, Jeremy, said he could not change the pick up person. He said we could have it delivered and I explained that the Tuesday delivery time would not work as I need the chair now because I had surgery. I explained the whole situation to him and he tells me Jake Jabs is the only person that could change it. By this time I was crying and so upset that I told him they (the company) was f’ng horrible and there was a special place in hell for them to not help a disabled person get the chair that was desperately needed! I have never in my 56 years had such deplorable customer service! My daughter had to pick me up and take me there. Me, my cane and my bandages had to go in to the pickup counter, show my ID and let them check the virtual number on my Apple Card. The corporate offices were next door so my husband, daughter, grandson and I went in there. The operator was extremely nice and called someone higher up than Rachel in the store. The man was very nice but gave us the normal corporate brush off about policies, how things could have been handled in a better manner and how he would have a discussion with Rachel. We told him we understand policies but do not understand complete rudeness or helping a disabled person figure out a solution. We also were not offered the option to make an official complaint. I was a business owner for 13 years until I had a car accident that put me here. My daughter works in a corporate setting and deals with customers quite a bit. Neither of us could believe these people could not bend an inch to solve this issue without risking my health!!! My advice is do not shop at American Furniture Warehouse and if you have to, do not go to the...

Everything went well with the purchase process. I really did like this place and had heard good things about them. That was until delivery when the first red flag came up when they tell me my solid wood entertainment center which weighs a ton is "fragile". It's a solid two piece with no glass but sure ok. Then they tell me not to move it around it's bad for its feet, uh ok wasn't going to any ways it weighs a ton. Unit has a TV mount so we took ours off the stand and mounted it, hooked up cable and went to bed. Next morning my new $1000 entertainment center is learning, husband looks under and sure enough the foot is broke and leaning. He easily pulls it out because it's not attached at all. The screws are way to short, one set of screws are clean of any wood as if they were in a hole to large and only one set of screws had glue residue on it. Customer service says no problem we will send a replacement, here's where bad goes to worse. I can't remove the tv that is mounted to the broken 2 ton center because it's broken and leaning into my wall at a bad angle. They won't help lift or move the center because my tv is in it. I can't get to the back to undo anything, all I needed was them to hold the unit steady, but nope. One guy even tried to suggest that my flat screen was to heavy for the unit, I informed him that the specs for the unit said clearly it could hold and fit my tv.They put me on with customer service who goes around in circles with me not understanding the problem and offering no help but to reschedule which is no help since my tv will still be stuck in my broken 2 ton solid but fragile wooden entertainment center. Customer service then informs me after the guys tell me they can't help that it's not really in their policy and it's up to the guys if the accept liability for their actions and choose to help or not. Customer service then talks to the driver again privately, the second guy with him who suggested it was my TVs fault wouldn't even come back in my house. Then I tell them fine reschedule I'll figure something out. I asked the driver if they could leave the new undamaged bottom console we were swapping out and pick the damaged one up on the rescheduled day, since I was now the one doing all the heavy lifting I didn't want to do it more than I have to. He said they normally didn't do that, I said I understood but surely these aren't your normal circumstances, he said he'd call customer service again and ask. As I waited in my house for his answer I hear the truck start up and look outside just in time to see them pulling away. They left without a word. My husband called and dealt with a friendly lady but at the end of it we just asked for a refund. Just not happy at all with my experience with the delivery drivers or quality of merchandise. The saga continues, we had also purchased a breakfast bar with 4 stools which we had to assemble. Bar goes together fine but there are no predrilled holes in the seats to mount them to...

This review has two parts.

Part 1 - Is it Disappointment ??

I order two furnitures (Oct 3) from AFW. Telling me at the time of delivery that one of my furniture is not getting delivered is a pathetic customer service. When you have an order to be delivered which is like almost 4 or 5 days ahead, it’s basic house check to ensure the product is in good condition and we can pick that up and deliver to the customer on the promised schedule. Checking the product for its condition on the day of delivery (Oct 8) and delivering the message at the time of delivery is absolutely rubbish and ridiculous to me. On top of this, I hear that this is going to take another 5 days (Oct 13) to get delivered is a pain to have dealt with the business with AFW. I honestly expected a superior customer service, not this. I feel the charges paid for Delivery $79 is a total waste as it doesn’t do its job. Painful, not what I expected. It’s a disappoint at home where I expect lot of guest in 2 days for a ceremony and a bare living room.

Part 2 - No Appointment Forget It

The delivery person on Oct 8th told that he is going to call customer care after he is done with setting up one of the furniture. He did call or he showcased that he is calling and talking to someone and said the earliest he could deliver is Oct 14, whether I like it or not, I said Ok. Every day goes by, Guess What, It’s Sunday and waited patiently until evening, no signs of any truck attempting to deliver, I drive down to the esteemed AFW outlet, I happen to luckily find the Salesperson who assisted me on Oct 3 and I ask him to check on my order. He check in the system and says that my order is not scheduled for delivery at all. 👌😀. The salesperson says he doesn’t know and nobody informed him either about this. He then gets into the system and says the earliest he could schedule is by Oct 18th, Friday. I get a message from the salesperson next day after he talks to his Manager, that they couldn’t do anything about product damage and he couldn’t give me anything off for this mistake. But he never addressed to the problem of not scheduling to deliver to the customer, and if they even have a process to ensure such kind of mistakes will not happen in the future. I call upon and talk to a Sales Manager, she says, she also couldn’t do anything and mentioned sorry for the mistake. And claimed that she waived off the delivery fees for the 2nd reattempting delivery on Oct 18th. Oh man, they were planning to charge me a $79 again for their mistake on delivery which she is proud to have waived for me. 🥳🙂. There is nothing they could do for this unhappy customer ever. 🤨. Hope there won’t be...