American Furniture Warehouse

Helpful staff but sometimes hard to find someone- good pricing and selection

Our sales rep, Wanda, was fantastic! We furnished two rooms with her creativity and absolutely love both. Had problems with delivery of a floor vase (twice arrived broken) but the store made it right. Wish I had more rooms to decorate with them!

Part 2: I will be recommending everyone in my growing development to avoid the company all together, as well as warning potential new customers by posting on review websites. We are so unhappy with our experience that we are returning all of our items and not even bothering to go up to Denver to buy from them. We also told the employees that we will be returning our $3,000 worth of purchases and were told flat out to go ahead and that that's fine... so that is what we will do. I'm already looking around at all of our furniture and my heart starts pounding reliving the unbelievable experience we received.
Employees in different departments were telling us that there are always problems with the front desk people (hello! They are the face of your company!) and employees were bad mouthing customers on hold or in other parts of the store in front of other customers! All around terrible, we weren't the only ones in there today with complaints. To the public-I say run, and take your thousands of dollars and sanity with you.

Part one: After being very satisfied with our purchase of bedroom and living room furniture at the Denver location, we decided to buy a few more pieces from the Colorado Springs Showroom location. After opening up the box of a black bonded leather accent chair, we noticed that there were no legs. After being transferred several times and repeatedly told to look for a zipper under the chair, we politely said that there were only staples and nothing in and crook and cranny where legs could be put. The first man that was actually able to order us new legs was kind and helpful, but after the suggestion of my boyfriend to call again to double check (due to the very unorganized and uninformed people we experienced prior), we got in contact with another woman that said no such comment or note had been made on our file, and she then assured us that she correctly put in our complaint. We ordered several items on Monday that were supposed to be ready for pick up on Wednesday, and we told her that we could wait until Wednesday and then pick everything up together. I called this morning to check and see what time would be best for pick up. At 9:50 a woman answered the phone (very nice) and told me that it will be available at 10am when they open. To clarify, I specified again that we will be able to pick up all of our items due to be picked up today, and she answered yes. My boyfriend left right after, arrived at the store around 10:15am, and was told that he was a liar, and that I was a liar, because no one would have picked up the phone 10 minutes before opening. I have worked in retail my whole life and have never been called a liar, especially with phone logs as proof. After waiting for 2 hours, we were told that one of our night stands is not here and will have to be picked up another day. They also said that there were no legs for our chair, and that the only available ones are the display ones on the floor, which the clerk himself said were "damaged", and asked us to be happy with them. After being there for 2 hours, we asked to speak to a manager. We were told there is no manager, but a store supervisor. They literally said that we had to go through them to talk to the higher up, and they all refused to give their store manager's name! They also blatantly lied several times about the availability of our night stands. Upon arrival today, we were told that there were 2 available, then none, then one, then none again. There was an employee that handed my boyfriend one nightstand as told him that they told the employee not to give the already paid for night stand to him! Side note: when we did leave the Colorado Springs location the first time, some of our items were ready to be taken home that day (some stools and the defective chair). After my boyfriend commented about how helpful and awesome the men at the Denver location were with helping load and tie everything down so it is safe... the Colorado location told us that the stools were available still in boxes so they should not be damaged. Needless to say, they weren't. Asking for any string or a piece of bubble wrap or folded cardboard to help protect against the bouncing was flatly denied without even making eye contact. I have never in my life been so disrespected by anyone, let alone people working in customer service. They have ruined a time in a couple's lives that is very exciting (going and picking out furniture, setting up their 1st home) and made it into a stressful and expensive experience.

They have great prices, but the customer service is nonexistant. The people who come to your house to look at problems with the furniture lie. They tell you they'll take care of a problem, but when the customer service rep calls you back, she says she was told nothing was wrong. This has happened to me twice and a friend once. They "repaired" a love seat of ours under warranty and put in cushions that were so hard they couldn't be sat on. We were told we had to break them in. DUH, if you can't sit on them you can't break them in. What an awful company!!! Give it up Jake and retire.

The best furniture store in the business...they have it all and the service is awesome. Everything you would ever need and at the best prices.

The delivery was a disaster. they tracked mud all threw my house on the new furniture and my new throw rug. They didnt even offer to clean it up, it was horrible. Then i called customer service to tell them i paid a carpet cleaning company to clean the carpets and the floors that there delivery guys ruined. they told me oh well. The customer service was pethatic to say the least. I will never buy from this company again. what a joke this company is!!!!

I've had the worst experience with American Furniture Warehouse in Colorado Springs, Colorado. I backordered some kitchen chairs on Nov. 22nd via their web site and was told the chairs would be delivered by Dec. 27th. I called on Dec. 27th, and the company said they'd be shipped out no later than Jan. 3rd. I finally received them on Jan. 4th. The chairs had scratches and scuff marks on them, and the customer service I received in the meantime was awful. When I called after Dec. 27th, one saleslady lectured me saying that I should have used a salesperson to order my chairs because my order would be tracked and I'd receive my chairs in a timely manner. Another time I called, I was put on hold for nearly 15 minutes. When I called again, the lady immediately transferred me instead of listening to my need. I was put on hold again. When I called again, I finally reached a guy who said my chairs were to be shipped out the next day. When I signed for the chairs, the delivery guy didn't give me enough time to look over the chairs. I didn't have time to see the scratch and scuff marks on them. Also, the questionnaire he had asked if I received my chairs on time, and I said no. He said that the question was referring to the date they called to deliver the chairs, not the date promised at the time of purchase. Also, when I tried to call them before they delivered the chairs, their system had been hacked. When I called, I heard the automated system identify themselves as American Furniture Warehouse (just as before), and I selected option 5. I was transferred from their automated system to a con artist who told me that their system was down and that if I gave them $3 via my credit card, they'd send me a $100 Wal-Mart gift card. While on the phone, I verified on my phone that I had called the correct phone number. That's when I figured out that their phone system had been hacked. I've had nothing but trouble from American Furniture Warehouse, and I will never buy from them again. TERRIBLE!

I love this place and Jake is a Colorado icon! I recently had an issue with a new living room sectional and they corrected the issue in a fast and courteous manner, they even swapped the furniture for free!



I will continue to use AFW for their excellent customer service and of course the great prices!

we bought a table and 4 chairs,the talbe was broken.we had aready made 2 trip to the store because the items where out of stock.called to compliant and the man at the service desk gave us a hard time and was rude and nasty.Since he was so rude i decide to take the table and chairs back and want my money back and will never shop there again and he said we don't want you to shop at are store either.What kind of customer service is that?? No explaintion why they could delivery,or I'm sorry for what happen.It was more like fough lucky and deal with it. I also told him I would e-mail a compliant he did't care.

They will have whatever your looking for