American Furniture Warehouse — Local services in Surprise

After spending close to $20,000 with American Furniture Warehouse over the past five years, I can confidently say this: I’ll never spend another dime with them. Every room in my house has furniture from AFW, and until now, I’ve never had to use their warranty. That changed recently — and what an eye-opener it was.

AFW delivered a damaged couch, and when I called it in, they sent a tech to inspect it. Shortly after, I was informed that my warranty claim was being denied because the damage had supposedly worsened from using the couch. That’s right — sitting on your living room furniture is, apparently, grounds for voiding your warranty. If that sounds absurd, that’s because it is.

I asked a very simple question: If you claim the damage got worse from use, then you must have known it was damaged when you delivered it, right? No answer. Just a refusal to honor the warranty and a thinly veiled suggestion that the blame was mine for daring to use the product as intended.

The furniture itself is midgrade at best — reasonably priced, sure — but only a decent value if you never have to rely on their warranty department, which operates like a “gotcha” trap. One issue, one call, and suddenly years of loyalty meant nothing. They’d rather burn a long-time customer to save a few hundred bucks than stand behind what they sell.

The timing couldn’t have been worse for them either. Just the night before, I was in the store ready to buy a dresser for my son, a rocker/recliner for my daughter’s nursery, and a new couch for our loft — all purchases I walked away from because of this experience.

You lost a lifelong customer, and you lost thousands in sales, all to dodge a basic warranty obligation. That’s a strategy — just not a smart one.

My father worked for AFW for 10 years and used to speak highly of the company. I’ve recommended AFW to friends for years. But after seeing firsthand how the warranty department treats paying customers, I won’t make that...

I purchased a brand new dresser from this location. I paid the fees to have it delivered. I currently live less than a mile away from the store (so the item did not need to be transported very far.) When it arrived the entire front of the dresser was chipped, scratched, and damaged. It looked as though I had purchased a used dresser off Facebook Marketplace. When purchasing an item brand new you expect it to arrive in nearly perfect condition. You can even see a portion of one drawer where they attempted to repair it with what looks like black sharpie marker. Incredibly disappointed by this purchase. Not worth the overall cost for the product I received. Such an unprofessional experience.

UPDATE: I have been attempting to resolve this issue since the end of June. I was told I had a few options. An even exchange where I would receive the same product, a reselection where I could select a different product and pay the difference in price, I could keep the product and receive a $30 credit back to my card, or a $45 store credit good for a year. On June 26th I requested an even exchange to have the item replaced and the old one removed. I was told they would "get it set up." On July 12th I followed up because I had not received any communication. As of August 26th I still had not received a response. At that time I requested a credit back to my debt card. I was told I would receive an in store credit. I expressed that was not the option I had selected. I do not want a store credit, because I do not plan on doing business with American Furniture...

We bought a massage chair and wanted it upstairs on the second floor. AFWs delivery policy allows up to 4 stories for deliveries, we were also prepared to tip the delivery guys $80 for the effort. The delivery guys didn't have any lifting straps and immediately dropped the chair onto my tile floor because they lifted it by the plastic cover on the rear instead of an actual lift point. They rescheduled the delivery for 5 days later, we never received a call apologizing or asking if there was damage or anything. The next crew also had no lifting equipment beyond the wheel cart so we had it delivered to the living room to avoid damage since I had no guarantee from anyone that it wouldn't happen again. Picture below shows the plastic cover that was used as a lift point and the, albeit small, damage to my floor caused by the drop. 2 stars because they did show up on time the first time, early the second time (too early, my wife did not appreciate that it was before the time window) and performed the basic task, but if I am paying for delivery and delivery has multiple floors baked into the cost I shouldn't have to worry about upstairs delivery. Furthermore, they never offered to put on shoe booties to protect my rug and maintain cleanliness. Minimal effort, the management needs to address these shortfalls and...