American Furniture Warehouse — Local services in Colorado Springs

After our recent house fire we needed to rebuild our lives from square one. We heard positive experiences from loved ones about AFW. So we visited the Colorado Springs showroom. Our showroom experience lived up to those recommendations. Anthony was our sales representative and was incredible. He was helpful, attentive to detail and specs, available for questions but not overbearing. He gave us space and direction and made helpful suggestions. Couldn't have asked for a better in person experience. We purachsed our livining room, bedroom, and kids bedroom furniture in whole. All was set to be delieveres to Northern NM but they only come out once a month. So we waited the 2 weeks. Anthony included details of our home and the location in the snowy canyon of Taos, NM. Come delivery day we experienced the worst customer service imaginable. Schedule delivery window was 1-5pm by 12 we were contacted by the drivers stating that they had already been by and would not be completeimg the delivery as they felt unsafe with the snowpack and bridge on the property. Despite shoveling and salting the driveway areas as instructed we were told that the delivery would be canceled. My husband tried reasoning with them repeatedly as he is an experienced CDL driver and even tried to show them that there was plenty of room 48ft to be exact from the road to park their 40ft box truck without ever even crossing our snowpacked but cleaned and salted bridge which was their primary concern. They still refused and stated they could reattempt the delivery March 10th a month later. We shared our dire situation and need for furniture as we had nothing in our new rental after the home fire, they did not care, told us to call customer service and cancel the order and left. When we called customer service we were greeted by Sochee, this woman laughed, sighed, and was incredibly unprofessional as she navigated through our complaint and concern. When we asked about canceling and getting a refund she said she could but would not refund us for the delivery and set up fee which was just below $500. We asked repeatedly to speak with the delivery manager multiple times whom she kept referencing, she said he refused to talk to us also. There was no delivery, nor setup and so we were beyond unhappy to still be charged that fee. We sent pictures of the straight, cleared, and salted driveway, still nothing. We called customer service back after she hung up on us and got Kathy who was more empathetic to the situation. Kathy offered to get the truck sent back to a location in town proper if we could secure a trailer or truck to get the furniture off of. We did just that based off of our desperation and true need for the items, at this point we regretted ever doing buisness with AFW. Fast forward to the trailer now being fully loaded down. My husband's and I then had to unload every single item and he was handed multiple small bags of hardware and a quick 3 minute explanation that the dressers would be hard to put together and there was no instructions for any of the items because usally they put them together themselvew. He was told to call customer service with any issues he might experience and they could try to walk him through set up on the phone. When we did we were given an $80 refund for out troubles, despite delivery and set up costs being just under $500. If you are not in a dire situation like we were, we highly recommed you take your buisness elsewhere as the customer service from their customer service and delivery team were horrible and still leave us holding our heads wondering how on earth any of...

Absolutely terrible experience! I do not recommend based on warranty/manufacturer defect and customer service alone! SEE EDIT AT BOTTOM. THIS HAS BEEN RESOLVED.

The salesman at the C.S location, Bob K., did a great job finding a couch that worked for me. Once the couch was delivered things went downhill quickly.

The delivery guys didn't take the couch apart before bringing it in, and did nothing to prevent potential damage, like covering the door jambs and/or covering the couch. They damaged the leather on the back of the couch in two places. I called customer service and they replaced the couch backs without question. However, they replaced them with pieces that were very uncomfortable and felt nothing like what they replaced, or the floor model.

When I brought it to their attention they said they would not replace the pieces again and that I just need to deal with it until it wears in, and that all the restocking and pick-up fees would be nonnegotiable if I want to return it. I can't sit on this couch without actual physical pain. It would take years and years for it to feel like the first couch that was delivered, if I could actually sit on it, of course.

I went to the store to see if there was anything I could do. They proceeded to tell me that not only would they NOT fix the issue, but that I wouldn't even be able to buy the exact same couch again. I either replaced it with something totally different, or I return it and pay the fees. Thankfully Bob was able to talk to the manager and get the restocking fee waived since there was nothing else with the same features, but I still had to pay about $90 for them to come pick it up.

This is all because the first delivery drivers rushed and damaged a perfect couch that I was very happy with. At this point I would be happy to have the ripped pieces again so I could just get the tears repaired and have a comfortable couch like I wanted, but that's not an option.

I can't foresee ever giving this company any of my money again. I'm very, very unhappy with the way I was treated. This is not my fault and yet they are treating me like I did something wrong.

Order # 54G860256 Bought on 12/29/22

EDIT- I was contacted and offered a replacement and everything is fine now. There is a small tear on the corner from when a delivery driver set it down on the concrete or something, but it's REALLY small and there's no way I'm going to do anything other than buy some leather glue and call it a character mark at this point.

I am much, much happier. Thank you for resolving this as quickly as you did. I am changing my Star Review from 1 to 4 stars because I am ultimately happy with the final product, but it shouldn't have gone the way it did.

P.S. I can forsee an issue with the design of this couch. If AFW would like to be informed about it I would be happy to explain. I believe there's a simple fix that may prevent damage when using the...

Every Component Replaced Before Finally Getting Money Back

Bought Marcus Charcoal Gray Leather Power ZG Recliner to use recovering from shoulder surgery. Very comfortable. Wish it had worked out. Problems, however. Firstly, the charging port fried my friend's tablet. I bought a USB-specific power testing tool just to check this out. It was putting out too much power. Contacted AFW regarding this issue. After sending someone out to check it, they made another trip out to replace the switch/charging component - and would not compensate for tablet. (The replacement was also putting out more than a USB charge should - I would never plug anything into one of these chairs.) They also replaced the motor at this time. So, if you're keeping track, that's all of the electrical.

Then, the chair started rubbing on one side when it would recline. (I'm under 200 lbs and never moved it - so not something I caused.) They sent someone out to check it. They then sent someone else out to adjust the chair, by attempting to tighten the back of the chair. It wasn't loose. So, then they sent someone out to replace the guts of the whole thing - the metal mechanism that makes up the mechanical infrastructure. This didn't fix it. The chair back was obviously out of square with the rest of it. The only thing left was the wooden body of the thing. At this point, they finally agreed to give me my money back.

Just think of all the labor for this. At least 5 trips out, then the cost of replacement of EVERY component. If they'd swapped out the chair at the first issue (and compensated for at least part of the replacement for the ruined tablet), maybe this would have worked out. But trying to save money(?) at each and every turn ended up being the greatest folly and I tell everyone I can about what a terrible experience the whole thing was. I will say that every tech they sent out - I got to know a lot of them - was great and did they job they had been sent out to do. It was the follow-up call that I got from AFW after each tech left, informing me that they'd send someone else out a week or so later to check things again that indicated the weak link. Each time it was "I'll have to check with the manager to see what we can do next." If it was one manager, fire him. If it was more than one, time to change policy.

I looked around on the AFW site at a lot of chairs before and after buying the dud I had. If you find an average rating that isn't 5 stars and a token few fours, for any recliner - ANY, you looked harder than I did. I had to come here to leave a...