American Furniture Warehouse — Local services in Thornton

I purchased a king sized bed from this location and had it delivered to my home. At first we thought the purchase would be great. Their stores have fairly reasonable prices and it’s nice to be able to go and check out the quality of the products before purchasing. The problem was in the delivery and assembly. The delivery people came early without real notice which was a bit frustrating because we are temporarily staying with family while we are trying to fix up our new place, so we had to rush over, but oh well. The delivery team assembled the bed and left without letting me know they had finished or inspecting the product with me.

When my husband and I went to put sliders under the legs of the bed and move it to a better location in the same room, the bed had collapsed because the legs were never screwed in to the bed. The screws for all the legs were all missing. They just put the leg in the correct spot but never connected them.

Upon further inspection the job the delivery people did when putting the bed together was horrible. Screws to the side panels were screwed in at a poor angle so you see the edges of the screw sticking out. The bed had drawers and they also didn’t tighten the bed properly to the drawers that came with it so it came off and we had to properly screw it in further . I paid $75/80 for delivery/assembly of my item. Honestly did they think we weren’t going to notice the poor assembly.

My husband reached out to customer service who said by us moving the bed we damaged it not their assembly people. How could we damage a bed that wasn’t assembled properly to begin with? For one no one was claiming any damage. We reached out about missing parts and the horrible job their delivery people did. Our complaint and reason to reach out was for missing parts and screws.

They said they can send out a tech for “free” but we would have to pay for them for any parts and to fix it. How is it free if I have to pay for them to fix the shotty job they did in the first place. I’m not paying for them to fix an item that was never properly assembled to begin with. This is highly unprofessional and unacceptable.

They also never left the product/instructions manual should we need to in the future disassemble or inspect the product and have questions about the product. I’ve never purchased an item where the manual wasn’t left. The manual is always left for care instructions, filled with notices, warranty and limited liability information, etc. Again no manual was left.

I had to go to Home Depot to buy the replacement parts to fix a bed that was never properly assembled.

I expect my delivery fee to be waived and the parts I had to purchase to properly assemble the item reimbursed. This process and the response from customer service is highly unacceptable. I am appalled that this company thinks it can treat their customers this way. I expect someone more qualified from the business to contact me to help me resolve these issues.

We have other furniture left to buy, this was a trial to see if we would use them for additional items we need to purchase. They failed. I will be taking my business and money elsewhere.

If you look from my posting history, I don’t leave a lot of posts, I rarely leave bad reviews. Most of my reviews are positive, because I feel like in general it is best to try and help businesses that do well thrive. Unless I have a truly horrible experience I avoid leaving a bad review for a place. I felt in this case it is necessary to warn against this business for their poor treatment of customers. If you plan to pick up and assemble yourself it might be fine, and that could maybe yield better results, but don’t waste your money on getting any...

Multiple experiences where the company (management I spoke to) tries not to honor warranties even when it's beyond any reasonable doubt due to builds with cheap/minimal material, low quality control, etc.

In a previous experience, the management argued we shouldn't be able to return a broken item but, someone at the return desk helped us out and returned it anyway - communicating that it wasn't rare by any means to have a problem with this product. Though there was ridiculous hassle, we were happy with the end result. (this was within first year of owning the product - likely weeks - they tried to claim we mishandled the product when it was a bed that had been carefully moved to a different wall in a small room)

However, most recently, I bought a $2k sectional last year. Immediately noticed creaking and cracking when sitting on a certain part the couch. I filed a warranty claim immediately which I, of course, still have a record of. A tech/inspector/whatever came out pretty quickly (all within first month of purchase). He was not very concerned but he mentioned the noise and my concern for it in his notes. He reassured me that I could mention his name if I had future issues.

As time passed, it continually cracked and creaked as someone would sit on that part of the sectional. Eventually, of course, not too long after it had been 1 year since purchase, the structure on that same part of the sectional broke as I sat on it. I let American Furniture Warehouse know, mentioned the tech's name, and despite arguing repeatedly how this was, clear as day, the ultimate result of the initial creaking and cracking in the exact same spot that I reported to them weeks after the initial purchase, AFW management refused to replace it, fix it for free, discount anything, etc. They acted as if this defect had not been mentioned before the 1 year mark (warranty ends after 1 year), when it had been initially reported within a couple of week or so. To be clear, they did say they have records of the previous claim and the tech that came out's notes stating that there was cracking and creaking in the exact same spot of the sectiona that structurally broke. They're merely clinging to the idea that, well, maybe the creaking and cracking in the exact same spot is unrelated to what broke. You don't screw a customer over for a slight, silly possibility. Even then, is it really acceptable for a, over $2k sectional, to fall apart after a year for sitting on it?

Unfortunately, AFW management (spoke with Thornton specifically) would rather risk a family being out $2k for a clearly defective, cheaply made product, reported for defects in the exact same spot it broke within weeks of purchase, then risk eating the cost of replacing or repairing one section of the sectional that could POSSIBLY not be related the creaking and cracking in the exact same seating spot it broke at.

They said they would try to give me an estimate for repairs based on the pictures given in the claim. Never heard back - it's been a month or so. As many items we have purchased from AFW through the years, you would think we would be taken care of better than this. You would think the long-term relationship would be worth much more than this tiny risk.

Edit: As a reply to the owner's reply, the order for the sectional was made under my wife's name, Angelina Mares. Order...

If I could leave -3 stars, I would. I placed an order with AFW a few weeks ago for 3 sofas and 10 dining chairs. After the order was placed, I received many copies of the receipt to my phone and email, sometimes 1 a day, sometimes several a day. Last week, I got a call that the order was ready and we could schedule delivery. I passed the info on to the people at the site it would be delivered to so they could schedule it. They attempted to schedule it, but were told that the order would not be ready for delivery until Nov 25 - Dec 4. Which was odd, since I had been contacted by a live person asking me to schedule the delivery. Today I got an email saying that the order had been cancelled because they "cannot hold it anymore." When I called customer service, they said they had no record of us trying to call and schedule the order delivery and there was nothing that could be done except to place the order again and start the timeline all over again. This was a very frustrating experience as it wasted our time in trying to do what we were asked to do, were given bad information, had to then waste more time on the phone with customer service to be told there was nothing that could be done, and to still end up with no furniture by the time we needed it.

Response to AFW Comments to the above post: I understand your records show there were several attempts made to get a hold of me. I do not know how records are kept on that side, especially since they show attempts at contact I did not receive and do NOT show my team calling to schedule the delivery and being told it wasn't ready yet. And that is my point: the info we were being given was not correct and we are being told that our attempts to make contact and schedule delivery never happened. I am not sure what a customer is supposed to do in that situation - other than not waste any further time trying to...