American Furniture Warehouse — Local services in Grand Junction

In the past, we have always enjoyed purchasing our furniture from AFW, whether in Grand Junction or in stores on the front range when we lived there. However, we had one of the worst purchasing experiences we have ever had during our last experience. We purchased two couches in August of 2020, and were told it would take approximately 3 months to get them as they were a "special order". We were told that someone would be following up with us regularly to let us know on the status, but as the 3 month period approached, we had heard nothing, and followed up ourselves. At that time, we were told the person who had sold us the couches no longer worked there, but that someone else would be assigned to follow up on their status. The couches were delayed numerous times, and we did not receive them until February of 2021, approximately 7 months after purchase. We do understand that the COVID-19 pandemic delayed furniture manufacturing to some extent, but what made this an awful experience was the complete lack of customer service we received in the meantime. Every time we called after the first delay we were just given an arbitrary date a month in the future, and assured someone would reach out before that date to let us know the status. Each time, as the date came and went, we received no call and had to reach out ourselves, at which time we were given the same answer and the same empty promise to keep us updated. Eventually, we spoke to the general manager of the store, who promised to handle the case himself, but again, we received no call back from him, and when we tried to reach him on subsequent occasions, he was unavailable and never provided the return call an associate promised. While the manager stated that associates should not have been providing us with dates certain on prior calls as they could only really estimate, and apologized for that, he too proceeded to provide us with a date certain in January of 2021, which also came and went with no delivery. When we did try to call the manager back, the associates apparently had no ability to reach the manager and ask him to come to the phone, even though they stated he was working at that time - insisting that we come into the store instead. It is also mind blowing that AFW has no ability to contact the manufacturer to check on the status of an order, something we were told on several calls, which is completely out of the ordinary for any business where supply chain is relied upon - which is almost every retail/manufacturing business in existence. Ultimately, the couches were delivered and comfortable, which is the only reason this is not a 1 star review, but we will be very hesitant to go through this experience...

We went in last night and asked Ed Gallegos (store manager) about a sectional we were looking at. He passed us down to a young gentleman. We continued shopping and found a leather living room set and asked how much the whole set would cost. He quoted us just over $2800 plus tax. Because the store was closing we told him we would be back today because we knew we wouldn't have time to purchase the set. We went in today around 2 and spoke to the gentleman that helped us the night before so he would get his commission from the sale. We were quoted $2294 for the three piece set with power and $598 for the chair without power. We decided we would put $500 cash down and apply for credit on the rest. The gentleman ran our credit and we were approved. When he rang the set up, he said he had to go check the price of the set because it was ringing up almost $500 more than what he quoted us twice. He came back and apologized for his mistake but had to charge us the almost $500 more. We got upset because this is not a small amount and our credit had already been run. The right thing to do would have been to sell us it for the price we were told it was but Ed Gallegos was not about to do that. He up front told the gentleman he would not do that and there was nothing he could do. We demanded to speak to Ed personally and he finally came out to speak to us. He confirmed he could not do anything and stayed the gentleman was new and didn't know how to read the tags (that's not our fault), still very frustrated because our credit had already been ran and we refused to pay for their mistake Ed said he was going to call customer service and he walked off. He came back within ten minutes and said he would do free delivery and give us $100 in store credit but could not do anything else. He stated he talked to Jake Jacobson and that was all he would allow him. We asked for the number to speak to Jake and ed stated Jake would not be available until Tuesday. When I stated that he had just told us he had talked to Jake, he said he called Jake at his home. Right. He would not make their mistake right and because of the horrible customer service from Ed, I will not spend another dime at American furniture warehouse. Sad thing is, we just started to look at refurnishing our new home and that was the start of our three bedroom, two bath, dining area purchases. He let us walk away from a potential thousands of dollars over almost $500. I hope this gets to corporate and somewhere it is...

Inferior quality for quality prices. American Furniture Warehouse will not right their wrongs when you are unfortunate enough to get a defective product.

We paid $1300 for a very nice, very comfortable, all leather, power recline sofa. Within 6 months we noticed it was starting to sag in a little on the backrest. We shrugged it off but it got worse and worse until it was too uncomfortable to sit in and was hurting our backs. We called customer service and requested a warranty repair. Apparently the motor had pushed through the support bar on the couch, breaking it. They fixed this issue and re-stuffed the cushions. We were happy customers. Only a few months later, however, we noticed it starting to dip in again. It has been 6 months since the “repair” and we have, in the center, a 3 1/2” dip on the backrest on ONE SIDE of the sofa!!! We had a technician come and look at it and take pictures. He said it was not broken but the stuffing has deteriorated. He acted like this was a normal thing for a couch only a year and half old. He acted like our concerns for the “quality and comfort” of our $1300 sofa with a huge dip in it were odd. We were told that we would not be allowed to return it, and it would cost us $100 to have it repaired and we would have to take it back to the furniture store ourselves. We called customer service and they said they could not see, in the photos taken by the technician, where the couch was compromised at all. Customer service they couldn’t say whether or not a couch should be sagging in 3 1/2” with in 6 MONTHS of being repaired, because it “depended on our sitting patterns”. They said regardless, WE would have to pay for the couch to be fixed again and they couldn’t guarantee that it wouldn’t happen again. I have a leather leather Lazy Boy recliner that is 20 years old and well loved and the padding is NOT worn down nor has it ever had to be repaired. If 6 months is all a $1300 sofa from your company is good for “depending on my sitting patterns” after working 40+ hours a week, I am never shopping here again! To anyone looking to buy: DO...