American Furniture Warehouse — Local services in Webster

I regret to inform that I am no longer a customer of AFW due to a recent unsatisfactory experience with their delivery and installation service. I had ordered online a bunk bed with their platinum delivery service for my short-term rental property on the Bolivar Peninsula in Texas. Having previously used AFW for furniture installations, I was always impressed by their quick, friendly, timely, and efficient service.

In the past, AFW has had exemplary customer service. In fact, I have used AFW to install beds and furniture for my short term rental and they did so with excellence. Therefore, when a guest damaged a bunk bed, I naturally turned to AFW for a replacement. Unfortunately, AFW only delivers to the Bolivar Peninsula on Fridays. This rigid delivery schedule meant that my next guest would not have a bunk bed available until their check-out date (a friday). But to me, it was worth the wait as I knew I could rely on AFW to install this bunk bed for my business. Keep in mind, their company policy does not allow them to remove the old bunk bed, so I had to interrupt the current guest's stay and have my maintenance team remove the damaged bunk bed.

After placing my order, I called AFW to schedule the delivery. Since the guests would be checking out that day, I requested delivery after 11 am, hoping to be the last stop given their multiple deliveries on the Peninsula. However, customer service declined, stating they could not accommodate specific delivery times. They informed me that I would receive a text the night before with my delivery window. When I received the text, it indicated a delivery window between 8:15 and 10:45 am. I informed both my guests and cleaners, and the guests were agreeable to this arrangement.

On the delivery day, my guests checked out early at 7:30 am. I promptly informed my cleaners and attempted to call customer service, but they did not open until 9 am. Unable to reach the delivery driver directly, I had to wait. The delivery truck arrived at 8:45 am, but my cleaners could not be there on time. The driver called, and I explained the situation, granting permission for them to enter the property and install the bunk bed. The drivers declined, citing company policy. They were not allowed to enter unless an adult was present due to liability issues, and would only wait 15 minutes because they had other customers. I requested they return later when the cleaners would arrive, but they declined again, unwilling to accommodate the situation.

I was informed that customer service would call, and to call the delivery driver back afterward. When I spoke with customer service, I explained the urgency of having the bunk bed installed for guests checking in that evening. Despite my plea, customer service reiterated that company policy prevented the drivers from entering the property without someone present. I asked if the drivers could return later, but was told, "The drivers cannot enter the property due to liability issues. You knew the delivery time, we informed you and no one is present, and there is nothing that can be done." I acknowledged the situation and hung up. I attempted to call the delivery drivers again, as they were still at the property (I have security cameras to see the property remotely), but received no response.

Additionally, AFW charged a $110 fee because no one was available to receive the delivery. This, too, is company policy. This experience was disappointing, as it felt that policy and rules took precedence over customer experience. AFW showed no willingness to be flexible given the circumstances, even to returning customers.

I urge those who continue to use AFW to be fully aware of their policies and understand that they will not make any exceptions, no matter the circumstance. I do however wish to apologize for my rudeness to the drivers and the customer service representative, as they were only following AFW policy. I will however no longer be...

I am completely disappointed with the service that I’ve been given at this place, more so with the customer service and delivery set up for this company! I purchased over $4k worth of furniture from this establishment and it was mess up after mess up after mess up in purchasing this furniture. First the application for applying for furniture you have to fill it out on your phone. Then you have to wait to be approved, then you have to wait for the authorization to purchase the furniture then you have to set up the date for the delivery. The first delivery date (10/24/25) they informed me that my window was from 9:00am-11:30am. They arrived to my home. The brought in my furniture, I saw there was a knife rip in the wedge of the sectional, and they noted it and asked me to keep it until they reorder a new one and will deliver next week. NOW ON TO THE DRAMA: On Wednesday I received a notice of my delivery WITHOUT a time schedule, so I made the attempt to contact customer service. Customer Service told me that the delivery time will be between 12:00pm-2:30pm, and this was also reconfirmed by the live agent. Friday morning (10/31), I received a call from Joshua (delivery) at 09:40 that they wanted to arrive between 11:00-11:30am, which is not apart of my delivery window. I did inform him that I was not available until after 12:30 (during my delivery window period), and he said that the best the he could do was 12:15, which I said that could work. After his phone call, I received a call from customer service saying that they couldn’t wait until 12:30 but the least they could do was 12:15pm. I said we can attempt it. After I arrived to my home at 12:04pm the delivery has not arrived. Prior to this timing error, the delivery driver showed to my home at 11:41am took pictures of my home and left (no call, no knock on the door, etc. - shown below). Customer service stated that I refused their time window (again my window is 12-2:30pm) and rescheduled my delivery appointment.

The point of this that they don’t follow their own policies and procedures for the delivery of their furniture, and fault the consumer for not keeping up with a schedule that does NOT correlate with them. Don’t give me a time slot for a delivery and the deliverer did not show up in the time allocated for me (per your policy).

As much as I would like to really get angry about this, I’m not. The morale to this story is that for a $200 delivery fee my replacement furniture should’ve been delivered. Secondly, my furniture was damaged when it first arrived. Third, follow YOUR policy: “What is your delivery window? For most of the Colorado Front Range, Phoenix, and Houston metro areas you will be assigned a 2 ½ hour delivery window. For outlying areas in Colorado, Arizona, Texas, and neighboring states, you will receive a 4-hour window. You will be called, emailed and/or a text message will be sent to notify you of your window by noon the day prior to your delivery once your delivery has been loaded on the truck and routed. Your actual delivery time can be anytime within your window and cannot be changed.

For anyone who intends to purchase furniture from AFW, thoroughly consider doing your homework before purchase, including delivery...

Update: After my review and (I am assuming) the store manager contacted customer service, they have agreed to have the technician install the new part. I have bumped up the rating by a star as I do appreciate this turn of events. Depending on how the tech visit goes I may bump it up another. (Bumped up one more star as it was successfully resolved. Overall we like the furniture, corporate was just a little bit of a pain but most people won't have to deal with them)

The buying experience was great. Loved that the sales people were not pushy and that prices were reasonable.

Here comes the bad part. The after sales support is dismal. We received our table and there were a few marks on the table legs that I noticed but to me it wasn't enough to make a fuss about. A few days later I went to collapse the table and store the self storing leaf inside the table. Lo and behold the self storing leaf supports are missing. Ok not a huge deal, I email support and start getting that process going. Kind of slow but that's ok. Finally they say they will exchange the table because they apparently don't have the parts to ship to me and to send them some pictures of the tabletop to show them it's not damaged. I send three pictures showing there is no damage. They finally respond a week later and tell me they will be happy to exchange the table for a 15% service fee due to damage on the table. I respond and ask them to show me where the damage is. I call the next business day and ask the same thing and the support person takes 10minutes looking at the pictures and the circles a few spots and says I can send further photos showing it's not damaged. Fine. I proceed to send 9 photos or so from all around the table so they can see details and see it in different lighting. I call them again and the response is we can't really tell what is lighting and what is damage, we can send a technician out to look at it for free. Fine. So now in about two weeks a tech will come out spend 5 minutes looking at the table and then make their verdict on whether it will cost ME to fix THEIR oversight.

It feels like they are just dragging their feet hoping I will give up. What they don't realize is they are literally costing themselves money with all of this back and forth.

The fix is simple, exchange the table for free or send me the leaf supports. It could be off of a floor model for all I care since AFW supposedly doesn't sell the floor models. I will even pull it off the floor model myself if I got the ok...