American Furniture Warehouse — Local services in Firestone

The Worst Customer Service EVER!!!!!!!!!!! last March I purchased two new couches, one love seat and an ottoman for a total of 1800.00. That was for my home. In July My company purchased 47,533.01 worth of Furniture for our facility at the AFW Commercial in Englewood. Friday March 4th I purchased a bedroom set, bed frame, 2 box springs and a mattress that was on a closeout special. Total was 2190.74 I paid 110.00 for delivery and set up. Delivery was Sunday March 6th 2022. On Sunday the delivery team showed up at 10:00 am delivered and set up my furniture. I tipped the guys 40.00 and they left. About 2 hours later I received a call from a woman from the warehouse telling me they delivered the wrong mattress and they needed to come back and pick it up. I told the woman I was out for the day and I couldn't meet them today. she said they needed to come Monday or Tuesday. I explained to the woman I work 12s and gone about 13-14 hours a day. She then became very rude to me and told me if I did not make time in the next few days that she was going to put a hold on my account and she will make sure I CANT buy from them again. I then became upset and told the woman I want to work with her, but thats why I chose delivery on Sunday because i work long hours. I also told her she is mad and angry at the wrong person. They made the error not me. I hung up the phone and called back to speak to someone else who was not rude and angry at me. I spoke to a gentleman and explained to him what was going on I gave him my order#s and he put me on hold for 20 mins. He got back on the phone and told me I had two options... Pay the difference or make the time to do the swap. I asked the gentleman how much was the difference he said 470.00 I asked him if me buying the mattress would be easier since I would not be available during the week. He said that was my choice. I asked him if I could pay half this week and the rest next week when I got paid.. He said Absolutely not. I said okay....... I told him I cant do much but on the weekends and I told him I was going to sleep on the bed. He told me I could but if anything happens to the bed they will charge me the 470.00. He had then became frustrated with me and mad that I was not working with them. I offered to pay the difference and I apologized that I was not available on Monday & Tuesday. I was very calm and not rude. To be treated like Trash when they made the mistake and then threatened to not be allowed to EVER purchase Furniture from them again.... Just the unprofessionalism from them AFTER in one calendar year between Personal and business over 50,000.00 in furniture and thats the respect and professionalism I get from them..Unbelievable!!!!!! If a 15% restocking fee wouldn't be charged I would send it all back and NEVER shop from them again.. Do not shop with these guys. They refuse to work with you, and they DO NOT CARE about their current customers nor do they care about their...

Addendum- After working with Jolena in customer service she was extremely helpful and understanding of our situation. We were then granted a return/exchange for a different furniture set that we are very happy with. The delivery of the new furniture and removal of the other set was very smooth and professional. Thank you for your help Jolena!

We visited the location in Firestone August 26, purchased a sofa and recliner. We got the products home, unloaded them inside, when we then unwrapped the sofa we found a scuff on the upper corner which had been covered by the wrappings). We promptly called the customer service line informing them of the scuff, the agent scheduled us for a repaid tech to come assess the damage and see how we should proceed. While waiting for the technician visit we realized we weren’t in love with the set so we would just prefer to return the set and purchase something different that would better fit our needs. I started the return process, august 29th, by talking to an agent, she had me take photos of the furiture to show them the condition and then they would tell us how to proceed. We were very promptly denied for a return, I called to ask why this was and a new agent said it was because we “denied tie downs” and the scuff from their assessment “looks as though it was scraped against a wall”. Again, this scrape was not caused by us as we did not unwrap the sofa until it was safely in our living room. My husband stated that he was never explained that by denying “tie downs” that the products would not be available for return. The men at the loading dock asked if we had tie downs, my husband responded “yes we have tie downs”, the dock workers said “okay great”. After speaking to three different agents and being told several times “sorry, we can’t accept the return because you declined tie downs and the couch is scuffed” and “There’s nothing more we can do, the claim has been denied for return”. I have NEVER received this POOR customer service at any establishment before. To deny a return on that is 3 days old and say there is nothing you can do is absolutely unacceptable. Also, to deny the return request based off of personal opinion based on a photo when we called in the damage within thirty minutes of setting the furniture up in our home is ridiculous. I would caution everyone to think twice before buying products from AFW. Even if you do allow them to tie your furniture down, who knows what kind of money stealing scheme they are going to pull. We have been loyal AFW customers for several years until now.  We are deeply dissatisfied and disappointed with AFW and their lack of...

IN RESPONSE TO AFW's REPLY. YOUR WAREHOUSE ASSOCIATE DID NOT TELL ME IT WAS AWF POLICY. HE STATED IT WAS COLORADO LAW, WHICH IN FACT, IT IS NOT. AND, EVEN AFTER TELLING THEM I WOULD LOAD IT MYAELF, HE REFUSED TO ALLOW ME ACCESS TO THE BED IN WHICH I ALREADY PAID FOR. AA YOU CAN CLEARLY SEE IN THE PICTURE, AFTER BUYING FROM DRNVER MATTRESS, IT WAS A SECURE LOAD AND NOT DANGEROUS. IF YOU'RE GOING TO DETERMINE WHAT IS A DANGEROUS LOAD OR WHAT THE LAW STATES, THEN YOU SHOULD HAVE SOMEONE THAT UNDERSTANDS LOAD SECUREMENT AND THE LAW, NOT SOME WAREHOUSE FLUNKY THAT MOST LIKELY DOESN'T KNOW ANYTHING MORE THAN HOW TO LIFT PROPERLY AND MAYBE SOME LIGHT PAPERWORK!!! AND I'M SURE IT DOESN'T MATTER TO THE OWNER, BUT NOT ONLY HAVE YOU LOST ME AS A CUSTOMER, YOU'VE LOAT MANY IN MY LARGE CIRCLE OF FRIENDS. THIS IS ALSO GOING ON EVERY SOCIAL MEDIA SITE THAT MY WIFE AND I BELING TO. AFW MAY NOT FEEL THE IMPACT, BUT IT WILL STILL BE MONEY LOST.

The only reason for getting 1 star was because the sales lady was very friendly and professional, otherwise it would be a 0 or negative rating. Yesterday May 20th 2025 I went in the store to buy some bed and bedroom furniture. I wound up spending almost $800 on the furniture I needed. Once I was told I could go to the bay to pick it up I pulled into place and opened up the back of the Jeep Wrangler four-door to put the Box for the nightstand and the bed frame inside. I then told them I wanted the mattress on top of the Jeep first followed by the box spring on top so that when I strapped it down it would not lift on me as I went down the road. They told me they would not load anything on the top because I did not have roof racks and tried to tell me that it was against the law. I explained to the nitwit that I drive truck for a living from one end of this country to the other hauling stuff on a flatbed and know the laws about hauling items and securing them. There was nothing unsafe about the way I was going to strap everything down and I had paid for the items so what it matter to them I still do not understand. Long story short I was refunded my money was told not to return to their store and wound up going to Denver Mattress where I purchased all my items and they not only had no problem with where I was putting everything they even helped me secure everything. I will never shop at any American Furniture Warehouse ever again and advise whoever's reading this to do the same. Attached are pictures of my Jeep after I picked up all my order from Denver Mattress and the truck and trailer that I drive...