American Furniture Warehouse — Local services in Conroe

This is my second time coming to buy furniture CASH at AFW the first purchase was great it was a small order quick and simple. Unfortunately this second time around; again a CASH purchase but a bit bigger order and unfortunately I didn’t get clear information on my order which was not what I wanted. I wanted a rectangle table with eight chairs (counter height), I was never told that counter height doesn’t come in the rectangle shape; had I know I would have settled for the dinning size. Delivery guys found my house with no issue. Upon calling and getting it exchanged I received a damaged table (which we didn’t notice until a day later) and a damaged chair which my husband returned w/ delivery guys (I ordered a total of 8 chairs and was supposed to receive 4 then 4 at a later time; but with the damaged chair it would then be 5 chairs I would wait on. On this exchange order for some reason delivery guys had issue and we had to waist an additional work day because they didn’t find my house. I went back to the store to purchased (CASH) a different table because we wanted a bigger rectangle table and obviously the one we had was damaged. So we scheduled a delivery date for the pickup for the damaged table we had but once again the delivery guys failed to what they so call say “couldn’t find my house”, this is now the second time or third I lost count now so they asked us to pick another date; OH AND MIND YOU THEY CHARGED ME TWICE FOR DELIVERY, so when I told them I couldn’t do any day except for the evening because I wasn’t going to miss another work day they said I couldn’t choose the time unless I paid but I clearly told them I was charged twice for the delivery and they still didn’t honor my request, fine. I finally said forget it I want a full refund (I obviously should have been refunded for what I never received but haven’t) so they are scheduled to pickup the table and three chair this Monday, Memorial Day 5/29/23 and so they said I would get a refund of the 5 chairs and that additional table I had went back to purchase and still have not received my refund, my understanding was that I should have received that refund of those items I did not have and once they picked up the rest; the rest would be refunded. So I guess they don’t plan to refund me anything until they get the table and 3 chairs I have. When I should have received a refund for what I didn’t ever get immediately but till this day haven’t. I am sad to say they have been a major pain and will be telling all my family and friends and I have a BIG family (grandmother had 16 kids, were 152 grandchildren last time we counted, and over 50 great grandchildren and counting of course) so just to give you guys an idea of how many people will know about this “not to mention my friends”! VERY...

We recently bought 4 pieces of furniture from AFW in Conroe and spent over $3000 dollars with them. Unfortunately when we picked up our furniture for our new house they loaded the wrong boxes for our son's bunk bed. We did not realize until it was halfway put together and it was 4pm on Saturday. I immediately called the customer service number online and was told I couldn't get it fixed for 2 days, I said that was not acceptable and asked for them to speak to a manager and find out how to resolve it by morning. They offered to redeliver the correct bed the next morning so I said ok. The next morning they delivered it to the wrong place...my mom's house. I was never asked for the delivery address. A "customer service manager" named Laura then called my mom and accused us of lying and said that I falsifyed information and gave my mom's name and address. Rather than trying to resolve the issue she just argued with us and said it was going to be impossible to get us the correct bed that day (this is at 9am Sunday). Laura said that we should have never been allowed to pick up furniture purchased with my mother's card without her there and we should have had to send pictures verifying the pieces we had before anything was done with delivery....all of these things were done by their company and had nothing to do with us. The only thing she offered to "fix the problem" was delivery now on Monday morning and I'd have to call out of work to sit and wait for it all morning, or a refund and return the bed we got. Neither of which were an actual solution or help. Laura refused to transfer us to anyone else. Rather than providing any sort of customer service, she only made the situation worse and escalated the problem by having a huge attitude with us and refusing the help. I hung up the phone with her and called the Conroe store the minute they opened Sunday morning and explained how customer service had been no help and all I needed was to get the correct bed, so we had to load the wrong parts and go again to pick up the correct bed. It took us 2 days to get the bed and with no help from customer service, we had to do it all ourselves and solve the entire problem on our own and it was not even our fault in the least. I have never received such poor service and I can not believe this lady is in a managment position. I love my furniture but I will never buy from this company again, soley because of Laura and how awful she was to deal with. If anyone ever calls customer support and gets Laura on the phone, you might as well hang up and try again because I can assure you, she will...

We visited every big-name furniture store. We even waited for the mythical “Independence Day Sale” that never came, like some kind of patriotic ghost ship. Most places felt like we were being hustled on a used car lot. You know the vibe: commission-driven reps pushing us toward something we didn’t want, didn’t ask for, and would probably regret the second it hit our living room.

We were this close to just settling for a backup option from Costco. Enter: my wife, who suggested we try American Furniture Warehouse in Conroe. At this point, my patience was thinner than Texas fog on a July morning, but I went. And I’m so glad I did.

We were greeted right away by Tanner Sisson. My guard was up, I was fully expecting another pitch parade. But Tanner didn’t do that. He actually listened to what we wanted. Instead of dragging us around the store aimlessly or trying to up-sell us into financial ruin, he showed us options that actually matched our needs and style. Revolutionary, I know.

We ended up stuck between two different couch sets and, bless him, Tanner walked back and forth with us probably eight times while we hemmed and hawed. He stayed calm, cool, and genuinely patient, even as a dozen other families came through. No rush, no pressure, and actual human conversation that didn’t sound like it came out of a sales training manual.

Customer service? Incredible. Selection? Way better than expected. Price? Honestly, shockingly fair and affordable.

We ended up with a beautiful couch set that fits our space and that we actually love. Compared to the Costco backup plan, we paid maybe $300 more, but we got something that didn’t feel like a compromise, and it was delivered and set up for us in just two days. After 12 months of post-Hurricane Beryl home repair, two days felt like winning the lottery.

The only downside? I didn’t get to take the couch home that day. But it showed up when promised, delivered by a team that was clean, courteous, and handled everything with care, a far cry from the chaos of most of our contractor or delivery visits over the past year.

Final verdict: Do yourself a favor and skip the circus elsewhere. Start here. Tanner and the team at American Furniture Warehouse treated us right, respected our time and budget, and helped turn our house back...