American Furniture Warehouse — Local services in Gilbert

I’ve been shopping here for many years. And many years ago the quality of the furniture was fantastic. I still have some stuff that is 10 years old and in good shape.

Two years ago we bought a house and we needed to furnish it. So we came in wanting a new couch, comfy chair, ottoman, futon, desks, bed frame, etc. They told us that the products were covered by warranty.

Our ottoman only lasted us about four months, and then a piece of wood cracked. They told us that, since it wasn't a manufacture defect, they wouldn't repair it. However, when we tore open the ottoman before we threw it away, we found that the wood had a big missing piece. And seeing the wood that was used, I could've probably gotten a Home Depot and built you a better ottoman. That was the first huge disappointment.

A couple months later, our comfy chair broke. The arm broke off, and then it was making a grinding noise. It was getting near the end of the warranty, so I barely made it in time. They told me that they would send somebody out, but they could only come to us the first Wednesday of the month, because that was the only time they service our area. I don't even live very far away from the store, maybe 40 minutes. They came out, and then informed us that they needed to order that part and that it would take 4 to 6 weeks. After the 4 to 6 weeks they were supposed to call us. They didn't. I had to call them to follow up. And then wait until the following first Wednesday to get somebody out here to replace it.

The guy replaced the unit on the bottom, but used some rusty screws to attach it. Not even a month later, two of those screws snapped, and when I called him to get it fixed again, they had informed me that my warranty was expired, and I would have to pay. Call me a conspiracy theorist, but it seems like they purposely stretched it out so that warranty wouldn't have to replace the entire chair, which was defected from the beginning.

Our couch has multiple defects and when I called them about it, They said it's normal wear and tear. There's nothing normal wear and tear about this.

The bed frame jiggles now, and you can’t tighten it anymore without stripping the screws.

The futon’s locking mechanism broke.

I’ve never been so disappointed in a furniture company. It’s different when you have one piece of furniture with a defect, but after having four pieces of furniture breakdown in less than two years, and a company that is not willing to do anything about it, we will never shop here again. Neither will any of our friends and family, as they’ve watched us struggle through this process.

Years ago, the product had great craftsmanship. If there was a problem with your furniture, they would either replace it completely, or get somebody out right away to fix it. Now, You have to pull teeth to get a repair done. And the company doesn't wanna do anything about it. Which says a lot. It speaks volumes.

We are very disappointed with this company. We hope you do not have the same experience...

Customer support beyond compare I just deleted a negative review about a purchase that was caused me severe medical issues that are still continuing. I am a disabled veteran dealing with cancer issues. I stopped in this place to complain after writing my review due to my dissatisfaction but I must say it was completely turned around by the support of the manager that runs this place took 100% total accountability understanding my situation and setting it up so that I could use half of my purchase price in order to purchase a new couch this was so unexpected yet refreshing in the same manner as to the way that Sue the manager there responded to my issue and the support that she has offered my goodness I would never ever after her support. Have anybody go to any other place within the United States to purchase their furniture? I could say this with confidence and support for Susan and her team for the excellent and I do mean excellent customer service response. There’s not a company in the United States that I would expect ever to react like this and yet Sue stood up and did what was right not only for a disabled veteran but for the customer service which is beyond compare I do not carry any more negative thoughts about the situation how can you when it is handled with such grace by such a professional manager? I really can’t praise her enough so feel confident in purchasing your furniture from American furniture warehouse I would suggest that nobody ever goes to another place. The prices are great. The Furniture is beautiful and as I’ve said before the support is beyond compare. I truly hope that everybody that reads steps up and supports this company in the way that it has supported our veterans I could keep going but as I stated earlier I am not well and this is currently all I have in Me. I hope I got my point across the next time you need a piece of furniture go to this place with confidence and security knowing that they have your back in any issues that occur during the purchase process or the warranty. I would like to use this review to tell Sue the manager thank you for being the best of the best.

I need to add to this for the salesman Zach again outstanding beyond compare support his persona really made my new purchase easy relaxing and enjoyable. He really was there for me even when I had an issue with my cancer issues he did not make me feel awkward in any way and I was having a really hard time he supported me in the hydration that I required at the time without a second thought I could actually tell that he genuinely cared I know from experience this is not always the norm so thank you Zach for your excellent knowledge and supporting my purchase and your caring personality which made that day though very difficult much better than it would’ve been. I suggest in the future when you enter the store seek him out I know for sure you’ll be happy he definitely made this disabled veteran have a very positive...

Manager Carrie has lost us as any future customers. We’ve always come here because items are available same day and the sales people are friendly to work with. Our home is torn apart with a remodel to move home office. Came here to pick out a filing cabinet and shelf. 6 of the cabinets are not in stock, not coming in until April and May. We ask to speak with manager Carrie to see if there is ANYTHING she could do as we have guests coming and would like to purchase the floor model as well as matching bookshelf. With complete lack of emotion she refused to budge on selling any floor models. One item would be in stock in 3 weeks and she wouldn’t even budge on backfilling the floor model when shipment arrived so we could be taken care of. She tried telling us to look at others that had stock but we came in specifically with an idea of furniture and nothing is stocked. Then icing on the cake. 2 identical bookcases on the floor and we could not purchase the second floor model!!!!, Carrie said 4 other customers who had ordered the same shelf and were ready to wait a month or so for arrival had to be called at home to be offered the floor model first before we could purchase! We are here with cash, ready to buy and Carrie couldn’t even show empathy or any flexibility. After all the trips we’ve come here to furnish different parts of our home, this will be the last time. I’m a previous store manager of a big box warehouse store and know first hand this is not how you speak to, react to, or take care of your customers. Our salesperson kept apologizing as even she could see the negative impact the manager Carries attitude was coming across. Sad when we are remodeling our entire backyard and front den and had planned on continuing to do our business here. That will not be happening. Carries lack of understanding on how to speak to or work with customers along with nothing is readily stocked and months out is just poor management and customer service all around for American Furniture Warehouse. It’s pretty bad taste in my mouth when I’m putting in more effort to buy your furniture then you are trying to sell it.

We ended up settling for a black book shelf that was not what we planned on even getting because stupid me thought a gift card to my spouse would be nice. The shelf was slightly discounted because the glass doors were missing. We just arrived home and cannot get the bookcase into our new office space. This is going to be even more of a mess to try to load up and return tomorrow. If only we had been engaged with by a more professional experienced manager from the get go, willing to work with the customers they have in store. Should not have felt like we had to settle for something we...