The manager named Rose was not helpful and provided a solution that seemed like a consequences or a threat. My electrical recliner was missing a charging cord, and I was promised to have it delivered as soon as it came in. Over the last few months I have made inquires and was told we were waiting for the shipment. She said the cord is not in. She doesn’t know when it’s gonna be in and then offered a solution of an exchange for that console, and that they have it in stock right now, but in order to do an exchange, I have to submit pictures that my couch is not damaged and wanted to know if I wanted to move forward with that and I’m like feeling that she was like threatening not to give us our cord and I couldn’t guarantee there’s not a scratch or a spot on that console right now because I’ve had it in my home for a few months now. She said I could not do an exchange without having a Perfect console . I got a sectional couch because I have a lot of people living in my home and that’s what I require. The couch was a lot of money and I expected to get full delivery of what I paid for. I tried to escalate the situation to a manager, but Rose raised her voice to me and told me that she was a manager, and this was the only solution otherwise I have to continue to wait for my cord. She could not give me an estimated time of delivery. Meanwhile, my electrical couch does not have electrical power because I received an incomplete delivery, I was promised a cord, but I have yet to receive one.

An employee named Ruth helped me out with a purchase, she was very kind and patient. This American furniture store has great customer service.

The best furniture store, very helpful, great selection and Orlando was the best sales associate.

I've spent thousands of dollars at this store over the years, including purchasing a new living room set just last month. Unfortunately, this experience has convinced me that I'll never shop here again. I waited over a month for my desk to arrive. Once it finally came in, I confirmed my delivery appointment a week in advance and continued receiving text message confirmations all the way through the day before delivery. Because I work from home, I took the day off, disassembled my existing desk, and prepared my office for the new one. The morning of delivery, instead of delivering the desk, they left a voicemail saying the driver had loaded the wrong box and my delivery would have to be pushed back until the following week. Despite communicating by text throughout the entire process, they chose to leave only a voicemail for this critical update, which I didn't see until later. When I called, the manager told me there was nothing they could do except reschedule for the following week. I explained that I work from home and no longer had a desk. I asked if I could pick one up myself. She said there was one available in Gilbert—over an hour away—and that I would have to transport and assemble it myself. I then asked if, given the circumstances and the inconvenience caused by their mistake, they could at least assemble it as a courtesy. The answer was no. I asked if they could offer any discount or compensation for the inconvenience. Again, no. Finally, I asked to speak with someone higher up, only to be told she was the manager and that "everything is recorded." At that point, I cancelled the entire order. Mistakes happen—I understand that. What I can't understand is a complete lack of accountability or any effort to make things right for a loyal customer. A small discount, free assembly, or any reasonable accommodation would have gone a long way. Extremely disappointing customer service, and after years of being a loyal customer, this experience has permanently lost my business.