I chose American Furniture Warehouse because of its reputation and was excited about my purchase. Unfortunately, after buying my mattress, I was later informed that it is on backorder. Had I known it wasn’t available, I would have made a different decision before purchasing. What’s most frustrating is the lack of communication and the uncertainty about when the order will actually be fulfilled. When you’re spending a significant amount of money on furniture, it’s reasonable to expect accurate inventory information and timely updates. I’m hoping someone from American Furniture Warehouse’s customer service team sees this review and can either provide a firm delivery date or help me cancel my order promptly so I can purchase directly from the manufacturer instead. I would much rather update this review with a positive experience if this situation is resolved quickly.

Professional courteous responsive

I am beyond disappointed with my experience at American Furniture Warehouse. Over the past two years, I have spent well over $30,000 furnishing my home, and I returned today fully intending to purchase two bedroom sets, a living room set, a dining room set, and office furniture—a purchase totaling approximately $15,000. I found a sectional that I absolutely loved and needed by August 8, only to be told after the fact that it was out of stock and would not be available for nearly two months. While inventory issues happen, what happened next was completely unacceptable. I asked to speak with a manager, and Janelle immediately approached with an unprofessional attitude. Before attempting to understand the situation or offer any alternatives, she bluntly stated they would not sell the floor model and even said, “I don’t want to sell it.” As someone who was about to spend another $15,000 with your company, I was shocked. I explained that refusing to sell a floor model for an item that wasn’t available for months meant losing a significant sale and creating the same negative experience for future customers. I then requested to speak with the store manager. Another female manager came over with an even worse attitude, refused to provide her name when I asked so I could file a formal complaint, and instead told me, “I want you out of my store.” Rather than attempting to de-escalate the situation or provide any level of customer service, she chose to call the police. The police officers who responded even acknowledged that the situation did not warrant their involvement. To make matters worse, management waited until my friends completed their purchase before having them escorted out as well. The entire interaction was embarrassing, unnecessary, and completely avoidable. This experience wasn’t about a couch—it was about how a loyal, repeat customer was treated. Inventory challenges happen. Great customer service is measured by how those situations are handled. Instead, I was met with hostility, disrespect, and a complete lack of professionalism from your management team. I am currently waiting for a call from corporate on Monday and sincerely hope they take this matter seriously. As someone who has invested tens of thousands of dollars with AFW and was prepared to spend thousands more, I expected far better. Unless this is addressed appropriately, this will be my last purchase with American Furniture Warehouse, and I cannot recommend doing business with a company that treats loyal customers this way.