10/19/2020 1:47:26 PM
TLDR: Great in-store service, great prices but subpar post-purchase experience.
The good: To start, my store visit was great. They have a good selection to look at in person and customer service was very helpful. I opted for delivery and they were able to book me on the same week (3 days from purchase) since my items were in stock.
The bad: I got off work and waited all morning until early afternoon for my delivery yet no one showed up. I realized it was odd that I never got any confirmation via phone or email about my delivery. The only thing I had was this AFW Delivery Agreement that states my delivery was indeed scheduled. I called the number on the agreement to get a status on my delivery. I was able to get a hold of a service rep after waiting approximately 10 min. Once I gave him my Service Order # he was able to look up my order. After much anticipation, the customer service rep on the phone told me that whoever was helping me at the store never finalized my delivery date. He rescheduled me for the following Monday and waived the $69 Delivery Fee for the trouble of missing work for this.
The following Monday I had to miss work again so I can accept the delivery. I did get a notification via my phone the day prior confirming my delivery. That was definitely a good sign. The delivery folks were on time and arrived within the first hour of my delivery window. They asked me where I want the furniture and I pointed them in the right direction. They promptly assembled my furniture thereafter. There was one problem though... the sofa I purchased had the wrong back support (see picture.) One of the delivery guy showed me what’s wrong and told me he’ll need to call the warehouse to see if they have the missing section in stock. A few minutes later he came back to tell me that they didn’t have one in stock and a customer service rep will reach out to me about how to get the missing piece.
Ordering from AFW has been an adventure and the adventure continues so I will update this review once my order is truly complete.
10/11/2020 3:46:56 PM
Just got my card paid off, went in for pillows, can put with giant rug and 4 bar stools
10/15/2020 6:14:07 PM
My wife and I came here ready to spend upwards of $7000 on furniture for our new house and was completely ignored. Could not get any assistance to even buy the furniture we picked out. I left and would rather pay more for furniture with better customer service!
10/14/2020 5:45:50 PM
I was pretty excited to try this place out after reading all the reviews. Everything went well til delivery day. It was such a headache (on-post). Delivery guy was rude and we ended up just picking it up from the warehouse. Got our delivery fee refunded (which they charged taxes for the refund 😏) when it came to loading my vehicle with the merchandise, the gentleman greeted me with nothing but attitude. It was just an overall worst experience. Ever. Never again. The ONLY good thing was the customer service line. They went above and beyond to help me out.
10/14/2020 1:12:35 PM
My mother has been waiting for delivery well over 2 weeks for small recliner. Was told at time of purchase it would not be later than 16 days I checked today if it was going to be here then. Nope. Next week now they say. So 3 weeks to get delivery even with no back order on it.
This is unacceptable considering it was paid for.