American Furniture Warehouse — Local services in Lakewood

I have now made 3 large purchases through AFW, all 3 with scheduled delivery to our home. Let me start by saying that the sales personnel in the Littleton store are phenomenal. They have all been professional, patient and honest.

Moving on to delivery: We live in the mountains so we get a choice of 3 days for delivery, Sun/Tue/Thr. Last Tues we spent over $3k on a sofa set, and selected today (Sun) as our delivery day. We received notice that it would be delivered sometime between 130-530pm. First thing this morning, we had friends come help us remove our old couches. At 2pm we received a phone call notifying us that our couches would not be delivered today, and we could either schedule a new delivery day or get a full refund. What!? We explained that we had already gotten rid of our old furniture and now had nothing... with a family of 5, and guests arriving tonight. Vanessa, apparently a manager (although I am not sure how) informed us those are our choices. When we asked to speak to her supervisor we were told NO. When we explained that we work during the week which is why we waited to have delivery on a Sun (choosing not to have them delivered any earlier) she said "OK, I can reschedule delivery for next Sun". What? We have NO furniture! Omg. At this point I am upset at the complete lack of care, complete un-courteous nature, and attitude of Vanessa. We explained our frustration, that we can't afford to take 4 hours off on either Tues or Thrs, she didn't care. We asked if we could get a 30-min courtesy call on Tues prior to delivery so that we wouldn't have to take half of a day off of work. She told us that wasn't possible (even though they did it with our 2 prior deliveries, and yes, we did explain to her that they have done it in the past.) We asked if they could load a new sofa set on a new truck, since the first truck wasn't working, and deliver later today. She laughed, NO. When we asked what they could do to help with the HUGE inconvenience they have now caused us, she offered to credit us 1/2 of the delivery fee. Wow. After spending over $6,000 with your company in the last 3 years , and you are telling me you will give me a $80 credit. Better than nothing, yes, but still, in my mind, not acceptable. After scheduling a re-delivery with Vanessa for Tues, she told us that she would have someone "higher up" call us. We NEVER received that call (and it is more than a full week later). After I hung up with Vanessa I immediately called customer service. Within a few seconds the CS rep. put a note on our delivery for the 30-min courtesy call, and offered us a $75 in store credit for the inconvenience. (Perhaps manager Vanessa needs to be moved to customer service to re-learn how to effectively do her job). The couch set was delivered this past Tuesday. The driver did call with a 30-min window, and all was well. The driver was polite and did a great job.

After all is said and done, I am not sure if I can honestly say if I will purchase anything from AFW again. I would rather give my money to people who appreciate my business and who are willing to go...

I fell in love with a couch here at AFW when I visited my mother. I went ahead and researched for the couch. I found it at this location. When I went in, I confirmed that the couch would fit my apartment (note there was no sign saying it was over sized) and verified that without the legs, the couch will fit. Knowing this, I decided to buy more items that I had been wanting to replace for some time. I then got a call from the sales rep stating that it wouldnt fit after all.

I returned to the store with a measuring tape, and once again he assured me it would fit but wanted to have 1 more opinion - but this time he seemed more nervous and called me an impatient child... not sure where that came from I am 30. I just told him there would not be a deal if the couch didn't fit. It's called playing the game. Next day, mind you there's only a 24 hr turn around and if you wait 24 hours till delivery they keep all those fees they charge you, I called them at 4PM... he informed me it would not fit. Automatically switched it over to the loveseat.

At this point not much I can do because apparently, it was past the time (manager informed me) and sounds like the sales person fudged the truth... If they attempt to deliver the company keeps all of your money and returns the couch. If this isnt the case I am surprised, because that is what the manager just informed me. I have kept level headed about this because I am sick today and I rather have something, than nothing.

I am writing this because it seems sleazy that you would promise it would fit, charge a person, wait till the very last minute to call and then take it all back. I am not as in love with the love seat but I will take it and buy else where in the future. Yes, there was aa significant difference. I want others to know that they play these charades and it sounds like it happens a lot. If the average persons house door is 36 inches and on average their furniture is 40'' or more..... why do they promise and under deliver? You can take what you want from this review. This will be the last time I buy from AFW mainly due to the sales rep and the manager neglecting the situation. From what it sounds like, the sales person was right over her shoulder telling her things. I won't fight because Im just a single woman and I rather not have the drama. I am settling since the love seat is similar, sort of, to the couch.... less room. and they have yet to refund me the difference in taxes, price and delivery fees.... Warning to all.

Just keep this in mind when you go... they need their sales. They sales person started to go on a tangent about his life and how he gets dinged and has been dinged a lot and can loose his job so to 'stay quiet' about this whole fiasco. Also, the managers aren't much help. So I recommend WOW! or Ikea or somewhere else. Furniture row has no interest for 3 years......

Incredibly frustrated with AFW after just finding out once we called that our sectional sofa is back ordered until Aug 27th!! Super angry because 1) they did not notify us of the 5 week delay to our anticipated delivery date and 2) we are left without a significant living room piece to our house with renters coming in. We visited AFW back in June to order a new living room set for our dated home and were informed that the item we wanted to order would take a long time in one color but not in the other. We had a 7 week window and ordered the charcoal color that would be in mid July. Sounded great, with a 3 week buffer on our end should anything go wrong. One piece was delivered 2 weeks ago and we were told then that the other would be in this past weekend. After not hearing from the store I called to find out the new date was Aug 27th!! I get delays due to COVID but we are now completely screwed and have to find another solution although we ALREADY PAID for this one and have half of the set at home. We would have picked another sofa set that was in stock if we had been forewarned this would happen. Instead we were told it we be no problem to get this in time.

I would like to recommend this place but the customer service is extremely poor. The lady in the phone basically said “it’s subject to change and you should have been told that”. Well, if it was going to be 5-7 weeks later we would have bought something else. And now we are out more money as we go to find something suitable for our upcoming renters to use. Poor service and even worse experience meeting our expectations. Once we get our stuff we will never be back.

The second star is only for the delivery team that was amazing getting our sleeper sofa into the house. Otherwise this would be a one star experience and a warning to all to avoid.

UPDATE - the response below caused me to change the response to a one star. Not ONCE in those conversations was I updated about the status of my order and that it would be delayed over a month. They were to arrange shipments for portions of my order and to add more chairs for our first order. So before you LIE to the public make sure to have your facts straight. I called to get the sofa delivered and during that phone call on the 12th I was told my set would be arriving by July 25th, which is why I called on July 25th to find out where our sofa was at. I understand the challenges of COVID but we told our sales rep, Dustin, that we had to have a set before the end of July. We were told this set wouldn’t be a problem. No one ever called to tell us it would be delayed. Your customer service is broken, COVID...