American Furniture Warehouse — Local services in Four Corners States

Edit: 2/9/21 We have received three of the four pieces and at delivery time they were estimating the last piece to arrive on February 7th (keep in mind we ordered January 29th). We called today (2/9) after not hearing anything and the new "estimated date" is 2/19. Honestly at this point I think we'll never have a complete couch.

It honestly saddens me to have to give a one star since we have purchased quite a few items from American furniture and I grew up with parents who purchased a lot of items from American furniture. But this latest experience has me so incredibly frustrated that it feels like there's nothing else I can do.

I've read through a lot of these reviews and while I understand some issues with stock due to the pandemic, what has brought me so much frustration is the constant inconsistent and unreliable information that I have received from salespeople and complete lack of customer service when things are slower due to forces outside their control.

We ordered a sectional at the end of December. We were told that the estimate from the manufacturer was January 3rd so to tack 2 weeks into that for shipment and delivery but we were looking at the middle of January, maybe end worse case scenario. We were never given any kind of concrete date. Since then, the estimates from the manufacturer have been pushed back 4 times with not a single call from our salesperson letting us know that (we called once a week or so to get status updates after the first date came and went). Finally last week, we spoke with a salesperson who said that they had one of the four items and 2 had already been shipped from the manufacturer and one was in a sort of pre shipment phase so it would be shipped very soon. Awesome.

I called the following week (this week) to check the status and see if anything had arrived. Great news! Three of the four pieces were there and we were just waiting on the final piece which "should be here any day". Our salesperson offered to have the three pieces delivered first so we at least had something to sit on (we've been sitting on lawn chairs for a month) and scheduled a delivery for this Sunday, and she hoped that the fourth piece would be here before then so we could get the whole thing. At this point, we were a little antsy to get our couch and frustrated with how long it's taken, but understanding up until this point, especially since it seemed out of their control.

However, I called today to see if the final part was going to be delivered with our delivery on Sunday only to find out that no, our salesperson never actually scheduled a delivery for Sunday and the final part now had an estimated date of February 7th.

At this point, I feel we've been very patient and understanding, but we are so fed up with the unreliability of information and the unwillingness of american furniture to reach out to manufacturers to get reasonable estimated dates. As well as scheduling a delivery with us only to not have scheduled it in the system is completely unacceptable at this point as well.

We are beginning to feel like we will never get couches and each time we are told the company line that it's out of their control and the manufacturers set the dates. But that doesn't excuse them not reaching out to give us updates, failing to schedule delivery dates, and the complete lack of communication with manufacturers to actually keep paying customers apprised of what's going on. We have to call them repeatedly to get any information, and most of the time the salespeople don't have any information to give.

For anyone looking to purchase a large piece of furniture at this time, I would absolutely look elsewhere until they can get these issues resolved. It has been almost a year since the start of this pandemic, which a lot of companies have used to adapt to changing circumstances. American furniture has not adapted. Save yourself the frustration. It's absolutely...

NEVER SHOP HERE! We bought a $2,000 dollar patio set and it would go flying with the slightest breeze. I literally had to pick up the chairs from our neighbors yard multiple times. We spoke to the sales rep about it she told us to get patio covers. We did and it still wouldn’t stay down. We spoke to a service guy and he told us to line it up against the house. We did, it still went flying and this time broke the chair and the table. So since it broke we called warranty and they wouldn’t cover it because they don’t cover “nature.” The first lady I spoke too was so rude. She scoffed at me and told me “well I think it’s common sense to bring the patio furniture inside.” Like I’m sorry but WHAT!?! It’s patio furniture in the middle of summer! Who has room in their house to bring a whole patio set inside!! She was a miserable person who told me she would transfer me to someone else and instead sent me right back to the main menu. I called customer service and they won’t do anything for us either. We’ve had this set a little over a month it broke everywhere because of their horrible quality and now they won’t help us at all! We were told if we want to buy a part to fix it we have to pay $50 just to have someone come look and they still might not be able to fix it. We can’t afford a new set either we spent everything we had for a nice set and they won’t do anything. This company should be ashamed of its self. Go anywhere else to buy your furniture because even if you pay a butt load the quality is still horrendous. We will never be shopping here again and I personally hope the company gets shut down. I’m astounded but how horribly this all turned out. I’ve tried being so nice too, I really hate giving bad reviews, but I had to because this has been the worse shopping experience of my life. I can’t wait for the day for this company to go under. WORST COMPANY EVER!!

Editing this because it won't let me respond to AFW's response to my review. As I told the AFW team multiple times we didn't have bad weather, we had small winds under 20mph (legally normal weather conditions that patio furniture should be able to stay still for!!!) Not to mention none of our neighbors furniture blew away, just ours because we bought it from a low quality store! Photos are provided below, I didn't respond to the email asking for another photo because the team was so rude and made it very clear they weren't going to do anything for us. Most place don't cover wind that is correct, but most place make quality furniture that doesn't blow away with a slight breeze. This is a manufacturing issue on AFW's end, one we tried to get help on so many times before it broke and they did nothing to help us. A seriously shameful company.

Photos: -Full chair along with a photo of the leg that snapped -Table that broke everywhere along with the little rocks that go in the fire pit (real great that we had broken shards of glass everywhere to pick up, can't believe how little this company cares...

We have been purchasing furniture for years from AFW and have been satisfied and that is why we have continued returning. On July 5, we purchased a bed, mattress, boxspring, and a night stand for our daughter. We were told we could pick up the nightstand in 2 days but because of covid that some of the bed items were backordered but expected back in the warehouse with a possible delivery date of July 25. We agreed to that. When I returned to pick the night stand up on the 7th, they informed me that they were only waiting on the footboard so the delivery date could be moved up but they would call me if that happened. That was good news but still ok if not because we still weren't expecting it until at least the 25th. July 25 comes and goes with no call from AFW and I begin to panic. I call to see where our order is and I am assured it has been all set for delivery for July 29. I hurry to get rid of my daughter's current bedroom set, paint her room, clean her carpet, and ready her room for her new bed arrival. July 29 arrives... AFW arrives.. The delivery men bring in her mattress and box spring and say have a nice day and leave. I say wait do you not have a queen bed headboard and footboard along with this? No, ma'am. I quickly call the store and am told that the only thing set for delivery was the mattress and box spring and that the rest isn't set to ship from manufacturer until late August so probably won't get to us until maybe September. I wait until my husband gets home from work and we drive up to AFW in Ft. Collins where we purchased this to see if we can replace this with something in stock. We now do not have a frame for my daughter's mattress and do not want it on the floor until September because we have dogs. At first they seemed very understanding. They informed us by digging deeper and looking in the computer that it was known before that it was their error and it should have been communicated to us that it wasn't going to be shipped out even though we were told the day before we were getting everything. We were put with a salesperson to help us try to replace with an instock bed but he walked away from us midway and never came back until we were literally walking out of the store in frustration. We were even told at one point that they would even give us a temporary bed frame to help out for our inconvenience that we could keep and when we asked about it again after not finding an instock replacement when we were walking out we were told we had to pay for it. We understand that covid has affected and slowed down manufacturing (my husband runs a business) but that doesn't mean that it has to affect communication and customer service and the way businesses are ran. We are severely disappointed and frustrated and...