I try to never post bad reviews on Google, but had such a frustrating customer service experience today that I want to make other potential customers aware. My elderly parents bought a 5-piece sectional and delivery was scheduled for today 12:00-2:30pm. After the delivery folks called to tell us they're actually arriving at 10:15am, we were flexible, since it's the weekend, no problem. However, during the delivery, the two gentlemen noticed (thankfully, and professionally) that one piece was already broken in the truck (the base frame was damaged/loose). They told me that they would handle it and to expect a phone call from AFW customer service in the next 5 mins after they left, to schedule a re-delivery of the missing piece. We waited 45 mins with no phone call, and finally called in myself. My poor review is for the terrible customer service I received during the call. I explained to the agent that my parents were leaving for a trip to NYC tomorrow (Monday) evening and asked if the re-delivery could be done tomorrow. The rep didn't seem to care at all and very matter of factly said Tuesday is what they can do. I asked if there's anything AFW could do to make this right for us, since (a) we paid extra for a weekend delivery and (b) we now need to wait for a 2nd delivery--and now on a weekday during which I personally need to take at least a half day off of work to wait (in my parents' absence). After much back and forth, the agent finally said they can take 10% off the $104.50 delivery charge...a whopping $10. When I explained that this feels very frustrating because we're missing an entire piece from our delivery and I need to miss out on work for at least half a day (maybe even a full working day, since the delivery truck can show up nearly 2 hours earlier than scheduled...), the agent dismissively told me, "Well 10% of the delivery charge is already plenty, when 99% of the delivery was made correctly already." As a customer, it feels really belittling to be told that 99% of the delivery was done correctly if 1 of my 5 main pieces is broken/missing and I now need to wait for a 2nd delivery and miss out on at least half a day of work/pay. It really felt like my business wasn't valued whatsoever. The only positive feedback I have is that our in-store salesperson (Cris) and the two delivery gentlemen were quite professional (we left them a $30 tip despite all of this because it's not at all their fault that the product came damaged and they're doing a great job working in this TX heat). We had many choices when it came to buying furniture and I know from personal experience that we wouldn't have been treated this way had something gone awry with either a Costco or Wayfair order. At this point, I wouldn't trust AFW with future purchases.

Decent furniture store with tons of inventory and helpful staff. Clean and well kept and very well organized layout. Good prices too and fast delivery.

We have furnished two homes with many items from AFW. Great service and good quality