Ordered a couch weeks ago. Got a phone call on 13 April at 9 am stating the delivery would be there in an hour. 3 hours goes by and I make a phone call and was told there was a mistake that my couch was in Arizona. Then received a call back from the store saying oh no it’s in Colorado but they could not tell me where. They said I would be refunded my deliver fee due to the inconvenience. Since my new couch was supposed to be delivered, I had people remove my old couch the same day. Today is 20 April and still no couch and they never refunded my delivery fee. Let me add that I am also 36 weeks pregnant and now have to use a lawn chair to sit in my living room. Have completely lost trust either way American furniture.

Excellent

They were all upstanding for delivery. I appreciate them so much!!

Good in-store customer service; fast delivery; and courteous delivery drivers.

Gina has horrible customer service been shopping at this store for years and never had anyone bad as her

Normally we have excellent service at American furniture warehouse. However, this trip was less than desirable. Got no service. No help. Whatsoever didn't purchase anything.

It was a great experience! A salesman greeted us, gave us pointers and advice, and gave us space when it seemed like we just wanted to browse. Delivery was relatively cheap, and everything was set up for free aside from a couple of desks that they made very clear were "buyer setup" at the time of purchase. We ended up with a sectional couch setup, dining room table with a bench and 4 chairs, a patio table/fire pit combo with 4 chairs and 2 computer desks with delivery in 2 days for under 5k.

NEVER TRUST THE REVIEWS ON THEIR WEBSITE. I bought a sofa from AFW and paid $85 for delivery. Within three months, the fabric started coming apart, but customer service dismissed it as “normal wear and tear.” They refused to acknowledge it as a defect or allow a return. Instead, they wanted me to pay another delivery fee plus a 15% restocking fee—meaning I’d be out $200 for a defective sofa I didn’t even keep. To make things worse, they blocked my review from being posted. I ended up selling the sofa on Facebook. Never again. I got a response from them below this review but it's the same copy paste response from their customer service who I've already contacted

Nice, clean, fun, and friendly. Fair pricing on new and used.

I had an excellent experience at American Furniture thanks to Zach Seaburn! He was incredibly helpful, respectful, and knowledgeable, guiding me to the perfect couch without any pressure. His friendly demeanor made the shopping process enjoyable. I highly recommend Zach for anyone looking for great service!

Bought a mattress from them when me and my girlfriend moved into our new place. We were hard on money so price was a huge concern. After speaking with the salesman he let us know that the financing was through the roof and extremely fair and how it's no interest the first year (whatever that means).After hearing how good my credit was he literally tried to sell us 8,000$ worth of stuff that we didn't need and was super over the top about it. We were super happy and stayed under our budget of 2,000 and got a mattress for 1200 and sheets and pillows for another 500. After tax is was about 1900. I was offered two loans, one for 50 a month for 3 years and the other loan was 100 a month for 2 years. I chose the 2 years. He explained to me that the first month will be more expensive as they add an admin fee to the first payment which wasn't a huge deal. We closed the deal and he pressured my girlfriend to write a review right then and there, presumably for this reason. Since then the bill has had non stop interest and for the first 6 months the bill I got said the interest accrued was 50+$ owe month,when my monthly payment was 110. No matter how much i payed the interest kept adding up. I've made multiple payments with multiple hundreds of more than $200 the highest being 350 and after 6 months I am about halfway payed off. The financing is extremely deceptive and I wish they were more upfront about it. Luckily I kept my head on my shoulders otherwise I would be in an extreme amount of debt because of this place!!! Be very careful dealing with the salesman they will pressure you for a sale and immediate review. Other than that the delivery went smooth and the quality of the furniture is great.

Absolutely worse experience I've ever had and will Absolutely not be returning for my future furniture needs, ordered a bed they asked I'd like mattress haulaway I said sure paid the fee waited for my delivery Day of the delivery had all excitement sucked away when they wouldn't haul my old mattress away because of stains(sweat stains nothing gross) and didnt want to get the other furniture bad(why aren't they using matress bags to cover the mattresses anyways to make sure nothing gets on the other furniture) delivery drivers said I'd get a refund that day never did Tried calling the store about my issues impossible getting ahold of someone when you have the problem with delivery So went online to fine a claim take there sweet time taking 2 days to respond telling they suggest hitting a trash company for removing said mattress offered 0 comp for the hassle they have caused me and just cold in the responses saying it's be refunded Surprise it has been not refunded so email again saying its not refund and how this is outrageous customer service and lost a customer waited 2 more days for the response all i got was a sorry for the "miscommunication and inconvenience you've me refunded 2/13 and takes 3-5 days for refund As I'm writing this on 2/18 it has been 5 days and still no refund and will be probably 2 more days before they decide to the email again

I get better couch

The only reason why I'm giving this company 2 stars is because the sales people was amazing. The pick up people in the back. Also amazing! but the delivery Men. One of them I think was Very rude As soon as my 73 old mother Opened the door He was mean to her. and he proceeded to move my furniture around after I measured Told him where I wanted my beds.He placed them wherever he want it! I had to go back and move 2 of them Which was extremely heavy. and the third one.It was incomplete the bed Fell apart and it was also I noticed moving it why he placed it by the wall because he damaged it! and poorly put together. Screws are. Left on my dresser that wasn't put on the bed. I am very upset. I should have went to furniture row. I will never give you my business after spending 6,000 For Poor service and the man's name is Telkilla Don't let that man in your house.! He needs to go to customer service boot camp or find another job!

I had a very bad experience with American Furniture’s delivery service. I paid $200 for delivery, but the service was unacceptable. The delivery team removed my front door with permission to bring the couch inside, but after finishing, they left without putting the door back, leaving it off in the cold and snow. They also placed the couch in the wrong spot, and when I asked them to move it, they refused unless I paid extra. On top of that, their behavior was rude, and they even yelled at me. This delivery service is under American Furniture, and the poor behavior of their delivery partners reflects badly on the company’s name. If I had known their service would be this bad, I would never have paid for it. I strongly recommend avoiding their delivery service and picking up the furniture yourself to avoid these issues.

El delivery

I will give them a negative star if possible.. bought a dining table and paid for delivery.. the truck came and unloaded snow furniture in snow.. when my wife asked if they can unload in dry area.. they said that’s what they and If we want a delivery or not.. my said.. if furniture is damaged she can’t accept it.. they said they will not delivery and left.. who puts wood furniture in snow when drry space is available 5 steps away.. and sad part when I call to complain.. they said I have to pay extra for delivery or they can refund -100 bucks for shipping..they didn’t want to hear anyone.. save yourself and run away .. the worst experience I ever had..

ANY other American Furniture will help you better. I was treated so poorly. Receiving no help during my entire time shopping. Then when I jump in line a sales person comes and pulls me out of line to take care of me faster. He never asked What side chase I wanted on my couch and rushed me out the door. His intent was only to get that sale. I am now stuck with a couch that I HATE.

Delivery team never called so we contacted for our scheduled delivery tomorrow Dec. 14, 2024. And found out our delivery was canceled by the store no reason no explanation. We had to argue to get our delivery this weekend. I feel we should be compensated for their mistake since now we are being inconvenienced for a second day, when all plans now had to be canceled for Sunday now as well. Again customer service is typical NONE. Further reviews to be added to Facebook, yelp, reddit etc.

They need more communication between their stores! There is good service but little communication. If it weren't for taking a photo of the display they had in another store, they wouldn't even know that the product existed. (I had to go to a store 30 minutes away and when I got there it wasn't what they had told me in this store)

I always have great experiences at AFW. Our salesman Abdullah was fantastic, he was super nice and fun to work with. I highly recommend working with him if you buy your furniture there. AFW is way better than Furniture Row because their furniture lasts and doesn't feel like flimsy junk. Love Abdullah and AFW! Five + stars

Extremely helpful and excellent variety of furniture

Had a middle age white guy man semi-bald look at us then blatantly ignore us while we were shopping but went out of his way to greet the other white gentleman to see what he needed. Vice us who were another ethnicity. It was blatant racism and id rather go to the other american warehouse down in parker. Its bigger and customer service is better. I wish i got his name to put him on blast but that was rude af. If youre not white male, dont bother coming here.

Great salespeople and good selection of items, but ridiculous delivery fee policy. We were told delivery begins at 7am which doesn't work in our condo building. We then had to pay an additional fee of $99 for them NOT to show up at 7am. Huh? Who made up that rule?

Sales associate John is kind and competent. Great value and style.

John was amazing!

Customer service here today was amazing!!! We came in with the intention of looking at a couch. Not only did we purchase a sectional but we got: 1 ottoman, 1 mattress, 2 different chairs, 2 lamps, 2 rugs, and 1 bed frame/headboard. And not only did the gentleman take the lamps apart so we could fit them in our cars, but he also carried it all out, put them in, and made sure they fit. 11/10 Thank you.

Worst experience! Went in for computer chair they had none at the location to assemble but had tons of floor models that they would not sell and no one seemed to even help me as they stood around just talking, you lost the customer.

11/01/24, 1:00pm License plate: CJC-155 One of AFW's drivers was tailgating me on I-70 westbound until we reached the I-225 SB exit. From there, the driver proceeded to cross a double solid white line into the furthest left lane without turning on their turn signals and exceeding the speed limit. This maniac driver could've killed someone with that enormous trailer. I cannot support a business knowing they employ reckless employees like this.

Customer service sucks, their lack of communication between employees cause customers to fight to get what they’ve paid for, and the employees will get upset when we keep on bugging them on getting your stuff that you’ve paid for, and Wendell Scott, Zack Seaburn is the worst, I hope I never cross path with him again. That was my first time dealing with them, and will be my last. Wish I could’ve given them a -0.

Walked in to the Aurora store, found two chairs we were looking for, bought them and were back in our car in 20 minutes! Great service!! Thanks

Buenos precios y cosas lujosas

Pides muebles y te dicen que no estan disponibles asta una semana y piensas solo es una semana pero en realidad se tardan semanas en llegar.

Not all happy with customer service and lack of correct communication. First of all service was a freaking joke when we walked into the store. Sales man was an ass. Everything i asked him he laughed at me and basically said no to Everything I asked. Piss pour service. Had my furniture delivered. They said they would call me with a 4 or 5 hour delivery window. We'll that didn't happen. They just showed up at my door at 830am thankfully I was here. Not at all happy with the service.

Very racist with Latinos, I had documents for a credit that they approved and they didn't want to give me the accessories. Having my documents in Rules

Very discriminatory people, they do not explain the information well. I do not recommend Hispanics/Latinos to visit this place.

First bedroom piece was delivered broken so I had to order a new one, in the meantime I had all the carpet replaced, I asked the delivery staff to put on carpet protection booties that I supplied and they blatantly said no. You don’t just go into someone’s house with your nasty shoes and destroy personal property. The company should; number one provide their own protection equipment and use it. You go into someone’s house, you follow their rules, obviously they were raised in a barn. Rude disrespectful. Furniture is mediocre quality, not very sturdy. Afw- did you read what I wrote? They refused to wear the floor protection.

Завышены цены

Excelente

What a truly terrible company. Every piece of furniture I’ve gotten from this place has fallen apart so fast. Recently made the mistake of giving them another shot by purchasing a couple of couches. After having the couches for one week, we decided to call to return because they were unbelievably uncomfortable. Nothing like the show room floor, and we’re already tearing apart. Upon having a tech come out, we were told there would be a restocking fee, costing us nearly $300 for our mistake of choosing AFW. We were told that the furniture was in an unacceptable state to return!! We had sat him these couches for a few nights only. AFW directly told us their garbage quality furniture wasn’t ACCEPTABLE TO SELL! Unbelievable. At this point I strongly believe this company is a total fraud. Terrible, nasty lady that answered the call was a nightmare to deal with. Not to mention the movers destroyed our screen door moving the furniture in. Just avoid this place.

Their computer phone will not transfer you over to an operator it keeps saying press one press four press two and never gets any further than press one press four press two I tried calling corporate office it will not answer the phone it does the same thing the delivery service will drop it off will not put it together you just have no recourse with this company furniture Warehouse is the worst company you can go to I am contacting better bureau better Business bureau and I'm contacting FCC

The couches the sale are made with paper. They are a total waste of money! They broke within the first few weeks, they were going to make me pay to have them come out! Do not purchase a couch from here!

Edited: After a response from American Furniture Warehouse on this review, I e-mailed the address they provided as they requested. It's been three weeks and I've had no response. I was truly hoping they wanted to work to try to make this situation right. Disappointed. Yesterday I bought a 5'X8' rug at the American Furniture Warehouse in Aurora. I was told when I made the purchase that I had 48 hours to return the rug if needed. When I got the rug home, I loved it except that it was a bit small for my space. I wondered if there was a larger rug in the same pattern. Today after work, I went back to the store to see if they had the same rug in a larger size. I was told they didn't have one in this location but they could get one from a neighboring store in 2 days. I was told I needed to bring the purchased rug in to the store before they could order the larger one. A couple hours later, I returned with the rug and the cardboard paper that shows the picture of the rug and has a barcode on it. When I arrived I was asked for the barcode. I showed the barcode on the cardboard with the rug picture and was told this was not the right barcode. It was apparently on the plastic wrap that I cut with scissors and threw away. I was then told that there would be a 20% fee if I did not have the barcode. The young man who told me this looked back at a female employee as if to ask if this was correct. Her response was that yes, and this is why they tell people to bring back all of the packing when making a return. I was not told this when I made the purchase or when I was in the store earlier today, but did bring back the item I thought might be needed to make the exchange to purchase the larger rug. I'm not sure why they tried to make it so hard for me to spend twice as much money on a larger rug! When I brought the rug home yesterday I used scissors to cut the plastic wrapping into several pieces and then balled it up and threw it in my outside garbage that includes food and pet waste. I was not going to dig into the outside garbage to retrieve the "right" barcode and ended up bringing the smaller rug home to keep. It's too bad the store employees were not interested in being flexible over a dirty piece of plastic instead of trying to make a larger sale and keep a good customer. So disappointed.

We were assisted with great help from Isiah. I couldn’t have appreciated him more for being so patient and finding us the most perfect couch and coffee table for our new home. He looked into all the options we had in terms of colors, materials, affordable prices, and etc. Thank you so much. The service was very fast.

Store did an amazing job helping out but I recently purchased a couch from American Furniture Warehouse to surprise my mom. I even took a day off from work to ensure the delivery went smoothly. However, I was disappointed to find that the couch arrived damaged. Now, I won’t have the opportunity to surprise my mom as planned, and I’m unable to take another day off work to resolve this issue. While I understand that accidents can happen, I am very disappointed that a company of your stature did not perform a quality check before loading the truck.

+ Clean + Location - Service - Inventory They don't have a lot of inventory so although there's free transfer, you don't get to see a lot of selection prior to purchasing. In addition, they were okay with having a small dog in the cart at first but after a few uncontrolled barks, they told us we were scaring the other customers. This was entirely possible but the showroom was not busy, there was only about 1 or 2 people within 50 feet of us at any given time, and when there was, they actually came up to the dog and interacted with her. So the claims were meritless. If you're going to shop AFW go to a different location.

I'm so disgusted with the lack of service for repair work required on my leather recliner sofa. The process started with a representative coming out to evaluate the issue. After waiting for the part to be ordered and the tech to come out. I was informed it was the wrong part. Furious that I took off work for this and now I was going to have to miss more work, I contacted customer service and they gave me $100 in store credit. So, the second order of parts comes in and another tech comes out only to inform me that the recliner has to go to the warehouse to complete the repair as it has to be glued into the frame. This repair was/ is taking 5 visits! I have to take off work yet AGAIN and when I spoke to the customer service rep she was very condescending in her attempt to comprehend the MANY trip inconvenience s , time of work and overall unnecessary issues related as it could have been communicated from the very first trip that the recliner had to go back to the warehouse to complete the repair. I do NOT recommend the service end of AFW. This is just ridiculous!

These people are the worst and it must be becuase it aurora location. Do thornton! So much better. They are not helpful at all here. They do not update info when YOU TELL THEM. They are rude. They talk back. And act like your an inconvenience. You have a job becuase customers come and buy furniture here. If it weren't for customers you would be jobless. I worked in Customer service my whole life and something I cannot stand is rude people. This generation of people is gonna make The U.S fail. Do your job. Treat people with respect! But let me tell you this is seriously the worst location. They did owe me money back from a refund. Gave me the run around. Gave them the updated adress over 10 times! and still sent the check to an adress I lived 6 years ago! How is that possible. They stole money from me and kept it! I am done with the horrific place.

I just went to shipping dock to get some mattresses but the guy there was very professional and brought me my products quickly.

Good stuff in here

Great service, nice furniture. Thanks John Hoffman!

Delivery was on time and very efficient! Sofa looks great!

This place has about the worst customer service imaginable. It’s pretty obvious that once they have your money they don’t care. I’ll pay more elsewhere do deal with people who at least act like they care.

I bought furniture from this place for my apartment and they gave me a time for it to arrive. When they arrived, they told me that the place could not allow the furniture to enter and it might be damaged. I told him, “Did you try?” He said, “No, I saw it with my own eyes. It went away. I am the responsible person. His name is I think (Jim). I saw him speaking in a somewhat racist manner, and I told him that your employees did not In their duty, he said, “No, they did the best they could.” I told him, “Did they try entering the furniture?” He said, I don’t know I told him how you said that and you are never see he said Iam sorry I hope this company with the big name chooses the employees and chooses the official correctly.”

An employee hovered around us the entire time we were shopping. He must have asked atleast 6 times if we needed help and we told him we were just browsing and fine. He approached us while we were together and also continued to harass us individually if we were looking at different things. We felt absolutely harassed by this employee. The one thing that solidified our choice to avoid furniture here is the amount of bugs we saw. In no less than three different locations, there were bugs crawling around furniture.

Purchased a couch April 2024. Leg broke the next month. American Furniture Warehouse refused to take any responsibility or exchange couch because of a small amount of pet damage. Will never shop there again.

Abdullah was great at helping turn a stressful furniture shopping trip into a focused, easy to navigate experience. His service made a complete difference between American Furniture Warehouse and other furniture stores. If it wasn't for him I probably would not have stayed long and ended up finding exactly what was needed.

I change my mind made another selection. AFW get it together and refund my money ..

One of the best furniture and great service team thank you

Recently, I visited American Furniture Warehouse to return a plant. Upon entering, I asked an employee where I could return the product, showing him the receipt, and was directed to the pickup point in the back. However, upon arriving there, another employee informed me that returns should be made at the front. Having to drive back to the front, I brought the plant inside this time. I explained to the same person that I had been directed to return the product at the front, and he directed me to another employee named Jeni. I presented my receipt to Jeni and explained that I was there for a return. After scanning the barcode, she asked me to pay, despite my insistence that I was there for a return. When I mentioned this to her, she turned to his employee for confirmation, asking if he had seen me bring the plant inside, but he seemed unsure. After consulting with her manager and reviewing security footage, it was confirmed that I had indeed brought the plant in for return. The confusion and lack of clarity in the return process left me disappointed with the customer service experience. In addition to this plant, we had purchased almost $2500 worth of furniture from them. However, due to this incident, we won't be making any more purchases from them.

Good great salesman

Everyone I ran into at the store was tremendously helpful. They did their best to work with me and bring my ideas to life. They made my purchase options as clear as possible, and everything ran smoothly. The delivery service workers were also a great deal of help, and they made me feel confident in my purchase. Nothing broken, no concerns, and no uneasiness. They greeted me, asked about the layout I had planned for my purchase, and worked efficiently while still keeping polite conversations. I am satisfied.

Don't return items or you will have to deal with a terribly antiquated and rude customer service. The sales associate in the store was incredibly kind and helpful but whatever you do avoid their customer service line.

Horrible! Try to avoid this company.

So much variety. Wonderful experience. Bought a sectional and a dinner table set. Very happy with the quality and service.

Had to return a lamp that stopped working. I tried to just have the piece of the lamp that broke, replaced. We couldn’t because the lamp was no longer available. Per customer service, they told us to return to the store and do an exchange. We went to the store, and the greeter of the store was absolutely rude on more than one occasion. She was appalled that we would bring back a broken lamp through the front door. Apparently we were supposed to return to the warehouse in the back of the store. No one ever indicated that. I decided to take the lamp to the back and give my dad time walking the showroom looking for the replacement. She proceeds to get rude a few more times with my dad. I get back in the store, find the one we want and ask for help. The salesman directed us to the front of the store. We go to the front to be told to find “someone in red”. My point is, the lack of communication, help, combined with the rude attitude of a store greeter did not sit well. Thousands of dollars spent to be treated like we were a problem. Absolutely will rate this a 2/10.

Got a great new sofa and they really helped us out with the selection. Ask for Osar he is the best sales guy!!

Me and my wife went on the hunt for a furniture accessory and found exactly what we were looking for from a large selection