American Furniture Warehouse

Reviews 3

AN

angelica rivera

Today I received an order I purchased at your store on 5/29/2013 in my home. I was really excited to receive my order and when they came on 6/1/2013 my excitement soon went away. The delivery guy Renee stated he only had four pieces out of a five piece set and two ottomans. I was missing a corner piece and advised Renee of this. He called customer service and they stated the piece would not be delivered for another 2 weeks or more. I was not informed of this until time of delivery. I was very upset because I was anticipating my full set arriving at time of delivery. I told the delivery guys that I did not want the couches and I planned on returning them, but I wanted to call Customer Service myself to figure out when the missing piece could be delivered before they took it out of the house. The delivery guy Adam got upset with me and told me I would be hurting him if I wanted the furniture back in the truck. I told him I wanted to check first with Customer Service before he started moving it back to ensure I would not be charged for the delivery fee. He got mad and picked up my armless chair and threw it on my balcony, then picked up another armless chair and did the same thing causing two tears on the chair and a long scrape down the other side of the chair (which I have pictures of). He put it back on the truck and stayed there for a while. I felt very threatened by this man because only my mother was here with me who also witnessed this happening and she also felt threatened at the time as well. Renee came back into my house and he waited patiently while I called Customer Service to figure what would be the next steps. Customer Service stated they would give me a $25.00 credit attached to my phone number whenever I come back to the store (which I have no plans of doing EVER), they would send my missing corner piece by Monday 6/3/2013 along with two replacement armless chairs due to damage done by the delivery guy Adam, and they would not charge me a delivery fee which would be credited to my credit card I used for purchase. Once we had everything squared away Renee started moving all the other pieces back into the house. Adam returned and I told him he damaged two pieces of my furniture because he was upset with me. He started to grab my furniture and pick it up aggressively when my mom intervened and told him to get out of the house. I was on the phone the whole time with a Customer Service Representative by the name of Shannon from Corporate Customer Service who witnessed the entire situation. I asked her if the call was being recorded and she stated yes. I would also like my call to be pulled for you to witness the behavior that took place in my home. I am ashamed to be a loyal customer to your company. I am disappointed by the type of Customer Service your company has given me. I have never been treated this way by a company I spend my hard earned money to. If I could return all of this furniture and get my money back and go with another company that would appreciate me, TRUST me I would. I honestly don’t know what you can do to make this better. I felt like calling the cops on the delivery guy because I was treated so badly. I had to miss school to write this letter and I am not happy about that. I am reporting your business to the BBB and whoever else I can because I don’t want anyone else to experience what I went through. BUYER BEWARE!!!

BO

Bobby Combs

Walked in on Friday April 4th to look at a new living room suite. The wife and I decided on a living room suite and proceeded to purchase it from James Buie. While checking out I expressed to James that I need the furniture removed from the apartment and he stated it would not be an issue. We completed the transaction and proceeded to pay $59 dollars, for what we assumed was for delivery and removal of our furniture. Apparently the $59 dollars is the basic delivery charge to which was not explained to us. I could have rented a UHaul F-150 for cheaper. Today Sunday April 6th the delivery drivers shows up an I walk him into the living room and explained I needed the loveseat and sofa removed from the living room. He went on to tell me the company does not remove furniture but I could pay the drivers $20 apiece to remove the furniture. Sounds like a shake done right. I needed the furniture removed so I agreed to pay them with a check and that is when they refused to remove the existing furniture. The drivers brought in the new furniture and placed it in the middle of my living room. I paid for delivery and set up. I proceeded to call AFW to express my displeasure. I spoke with Laura who is a customer service manager. She refused to give me her last name or transfer me to a store manager. I explained to her that the salesman and I had a verbal contract when he agreed that my furniture will be removed. I also explained the documentation is extremely vague regarding their policy and that I should call an attorney regarding their policy. I told Laura the situation sounds like a shakedown since the driver can charge what ever they please to remove the furniture. Laura by this time was getting upset that I was questioning AFWs policies regarding delivery and removal of the furniture that she BANNED me from the store. Yes she BANNED me from the store for expressing my displeasure in this situation. I then asked her to transfer me to a store manager and she refused. The document in question is the Delivery Agreement that is given out to a customer at the time of purchasing an item from AFW. Item 6 on the list says " I understand that the rooms must be ready for delivery and that there would be an additional charge to move existing furniture" The writing of this is extremely vague and I brought this to Lauras attention and her reply was that AFW is not a moving company and I need to call someone else. Our conversation ended and I called back and spoke to Art another customer service manager and explained the situation to him. He stated there is nothing he can do since Laura had BANNED me from the store. He would not transfer me to a store manager stating they do not talk to customers. The way I was treated was extremely horrible by the service staff at AFW and I have zero clue how this corporation became the largest furniture store in the US. I would not recommend anyone who is looking to purchase furniture to visit this store or any AFW store.

A

A Private User

Have always had good service. Puchased a couch, unwrapped it when I got home. No stuffing in the arms and side was broken. Called to report and asked for exchange. Picked out new couch, delivery drivers showed up (no call) and was ultimately handed a phone with a manager on it. She said there was no report of the side of the couch being broken. I explained I didnt understand how that could be because I reported both issues. I was told that I did not report the broken side and therefore the couch was not in new condition. I told her if those were the notes she was seeing that I couldnt help that. She also told me that they would NEVER let a piece of furniture leave the warehouse in that condition (but it could leave without stuffing in the arms???) Was told that I had the option of buying the couch on the truck for full price (I could probably go eff myself too if I wanted!). Declined the fantastic offer. Drivers told me that a technician would call me regarding the arm stuffing. Guess what?!? No call. Called customer service back and was informed that she would have to talk to the manager again and the driver before that could happen and that the manager would give me a call. Exciting to think maybe shes become a reasonable human being. Professed my confusion at why this step would need to be taken. Was told that the best course of action would be to bring couch back. Awesome! I could just throw it on my back, crawl down three flights of stairs, burn $15 of gas to see if they would consider putting stuffing in the couch that should have been there in the first place. Declined that crappy offer as well. Looking forward to talking to the manager again. Do yourself a favor and spend your money somewhere else.