Friendly and helpful, thank you!

We've purchased a few pieces of furniture from American Furniture Warehouse and have experienced their sales and delivery multiple times. The good: 1 - AFW has a big selection of furniture and most of it is competitively priced. Most furniture only comes in the color shown on the showroom floor, but if you ask sometimes they have additional colors. 2 - The salespeople are pretty chill. You don't get high pressure sales. Not sure how they compensate their sales people but no one seems to worry about commission. 3 - Delivery is pretty easy to set up and their delivery people are usually pretty good. The not so good: 1 - Furniture quality, especially in the most modestly priced pieces, is a little dubious. If you buy a budget piece of furniture here you'll likely end up replacing it in a year. They offer better quality furniture too, but you'll pay more for it. 2 - After sales service can be hit and miss. If you need to change your delivery date, the automated system for AFW is terrible - I called more than a dozen times and just got stuck in a loop each time. I finally had to go to the store to get help. The in-store staff are great - but that meant an extra trip and more time. 3 - Delivery is pricey. The cost to deliver a single couch was $113 plus $11 to have it delivered on a Saturday. When you buy furniture, ask what the delivery cost is upfront so you can figure it into your price. 4 - The cult of personality around the owner of this chain is just weird. They have cutouts of the owner around the store and encourage you to take photos and post it to your socials. There are endless signs extolling his business skills and greatness. Did this dude go to North Korea and come back with some ideas from the Kim's? Overall, AFW is a good furniture store in today's competitive furniture world. It offers a wide selection, no pressure sales, with some challenges when it comes to post sales service.

🚩🚩🚩⚠️⚠️⛔️⛔️‼️‼️🚩🚩 ** READ BEFORE YOU SHOP ** RUN AWAY SEE PHOTOS - THEY DO NOT BACK THEIR PRODICTS OR OFFER GOOD CUSTOMER SERVICE ‼️‼️‼️‼️ Get comfy it’s an 7 month ordeal - We moved here from another state - bought new home - went to AFW - selected 1-Sofa 1-entertainment hutch -1 ottoman , for the upstairs - $3,200 ‼️- ALL 3 pieces are defective - The hutch has crooked UNFIXABLE ( their techs words ) COUNTERSUNK doors & uneven pulls - The ottoman was hanging 2” over diagonally & it was their floor model bc we have the photos & only plastic tags where the mfgr info was hanging - The sofa had busted frame - they sent techs who said they can’t fix any of it - the hutch doors are counter sunk- can’t be fixed SAME ON THEIR FLOOR BTW - the ottoman FINALLY was replaced last week - The sofa , oh my - Yesterday we went to them before sitting around for our NON NEGOTIABLE 2 but their VM said 3 hour window -, to see it before we waste any more of our life - as they unwrap it , Ty Saw it immediately - ANOTHER DEFECT - We walked around the showroom while waiting for them to bring the sofa down to look at , in case it was yet another defective $800 sofa , NOTHING ABSOLUTELY NOT ONE DARN ONE we liked - Today I had a call from Dakota , very sweet lady , she offered to “ try again , or keep it for 15% off - or just have them pick it up & call it !” I said you will need to do better than that 15% doesn’t cover time off work FOUR DAYS - My husband is so livid , he said they bess offer 50% OR MAKE BETTER OFFER SAY ON THE FURNITURE OUR KIDS SELECTED - Now seeing as we have also a UNFIXABLE defective hutch , I AGREE ! I reiterated that to her & said ask your manager to make him an offer - she called my back & said they won’t do it & the ONLY thing they will offer is , wait for it …, TO WAIVE THE CHARGE TO PICK IT UP ‼️ These fools were going to actually CHARGE ME TO PICK UP THEIR DEFECTIVE PRODUCT ⁉️ We paid over 3K for a sofa hutch & ottoman & have waited for 7 months to simply get an unbroken sofa , accepting the hutch , we are keeping which looks as if it were made for our great room , we have a cabinet builder coming to see what he can do to better align the doors AT OUR EXPENSE , bc they scratch their heads - DO NOT BUY SO MUCH AS A PILLOW FROM THIS PLACE - I INTEND TO ALSO GO AFTER THE MANUFACTURER AS ITS EVIDENTLY THEIR ISSUE PER AFW - I was summoned to the truck last week to look as it too was defective & was met with a bottle of URINE ! GROSS ! It’s the bottle in the photo 🤢 Look , I am in the kitchen & bath design & it always seems to fall into the interior - I can assure you if I dealt with a company who handled my clients like this , it would be the last , as it affects my good name , CLEARLY THEY HAVE ZERO RESPECT FOR THEIR OWN NAME OR THAT OF THE MANUFACTURER- So WE ARE STUCK WITH DEFECTIVE FURNITURE & I shall repay the favor by protecting my clients & any other poor soul- The last delivery ( prior to our visit yesterday, bottom dust ruffle shredded - they wouldn’t even take it off the truck - ) 7 MONTHS 5 DEFECTIVE SOFAS - DEF HUTCH & they ONLY want to NOT CHARGE ME TO PICK IT UP ? IMO- when you have FAILED your customers & you ARE an upstanding business , you want to make it right - I told them my kids have their downstairs to accessorize , they have selected it & I’ve mentioned this - HERE IS ALSO ANOTHER WAY TO MAKE IT RIGHT - Offer a discount for theirs , WATCH IT LIKE A HAWK so the customer SEES THE VALUE IN THE BUSINESS & LENDS CREDIBILITY! I have been polite , OVERLY polite to anyone I’ve dealt with - Now I have zero interest in being polite, NOTHING other than to stop any other person from THROWING AWAY MONEY - I will do my part for my clients , their contractors , their interior designers in making sure they chose another company - I will update this when I find my new downstairs furniture at a new local -👇👇Touch the video of & see the crappy work & hear the sounds it makes 😡🚩🚩👇👇 Alright the response for Heather below - PROVES MY POINT - I will be getting with Heather

Devin was extremely helpful during the sales process thanks to him our living room looks amazing!

Devin was great, very knowledgeable and funny. Ask for him every time!

Cheap quality, terrible customer service. We bought 2 Ashley dressers a few months ago,they were pretty cheap, bad quality. The main issue was the AFW customer service-ZERO customer service-when we bought them-they were promising that if something is wrong-will be taken care of. A few months later-The drawers open and close completely different for each other,looks pretty bad.The technician saw all the defects and after 15 minutes got a call from representative called Hector that everything is normal with my furniture and they will not do anything.When they have to take your money-they promise everything,but when the problem exist-Sorry for the problem,but we dont cover any warranty on your items.... STAY AWAY from this company-terrible customer service, ZERO promised warranty !!!!!! Thats not the way to get our money and not honor the warranty that is 1 year........

AFW is a fun place to shop for your furniture needs. They have just about everything you could need and a small food court to top it. I’ve purchased several sectional couches and entertainment centers from AFW throughout the years and they have some of the best prices and services around town.

I am very disappointed in American furniture Warehouse they had a policy up to a year that they would retu replace the couch if anything was wrong with it for a new one well there's a manufacturer defect in the back of the couch the wood is broken and there's a big piece of metal coming through couch otherwise is brand new because I take care of everything they will not replace it they are taking it to their warehouse which I'm really really pissed to repair it I won't have a couch for 7 to 10 days or longer girl was not very nice I think it's very very crappy that they're doing this they do not honor what they say

Had a great experience shopping here. I was able to walk around the entire store without being pressured into anything which is great and gave me time to think about what I wanted to do. This location has some of the best prices in Colorado Springs. When I was ready and had some questions I approached Anthony Ireland and he quickly and efficiently looked up everything I had picked out, while also showing me a few other things that fit into my price range and size. He gave me plenty of time to decide and answered all my questions. He was very friendly and professional, listened to me and had a great sense of humor. Massive selection at this location and the store has a lot of clearance items as well. Everything was organized in a fashion that made it easy to find similar items by what you are looking for.

Great service. Great product. Great prices!

I love this place! So much to choose from! Great quality! Very friendly staff! Easy to navigate! Prices are reasonable! The staff are willing and ready to help! A great place to get all your furniture and very nice furniture!

This is the 3rd time we have bought furniture from American Furniture and they have exceeded expectations every time. Carri our salesperson has been wonderful and has always pointed us in the right direction to make the best choice for our furniture needs. I highly recommend her and we will purchase again from her in the future.

We are planning a family move to Japan (military) and my dad recommended AFW. Our wonderful representative (I don’t remember her name, she was new so she had her supervisor ring up our ticket) Mari (I’m so sorry if that’s not right), helped us find what we need and not rushed us at all. Never pressured, and since she came from a military life, was able to guide on weight, etc. because of her kindness and guidance, we got this amazing sofa, our king bedroom set, our daughter’s bedroom set, dressers for each room and a beautiful rug. What should have been stressful was calm and most of all, FUN!!! Please recognize her for her amazing efforts (and I am so sorry if her name is not correct). Her supervisor who assisted at the end was amazing too. :-)

Waited almost 2 months to get my furniture and they arrived stained now we have to wait more to get this fix very disappointed. You can’t find me because the order has my husband’s name. We did call but the point is it took forever and now we have to wait more.

I'm handicapped so when I came into the store I was approached by one of the sales girl and I'm gonna tell you it's one of best experiences I've ever had. She was so professional and experienced it felt like I hit the jack pot at Cripple Creek. She worked w me on picking out the right furniture and matching w a new 9×10 carpet. Thank you Carrie one of the best experiences I've ever had. Your the best.

Good enough to buy something for home.

Muy insastifecha, desepcionada pensé que mi compra seria algo muy agradable pero no fue así. Para empezar hice una compra de un juego de dos sofa a lo cual ellos me mandaron uno de un color y otro de otro color muy parecido pero notablemente no son iguales, un cojin tiene una pequeña rasgadura y por la repocision de ese cojin querian cobrarme 55 dólares. Por otro lado el sofa mas grande venia con grapas expuestas que si le pasas la mano te podias lastimar, pedazos de tela rotos y salidas, una parte del sofa esta torcido. No comprendo como ellos dicen al momento que haces la compra que los articulos tienen un año de garantia y ya con la compra hecha no quieren resolver los daños, jamás volvere a comprar en esta tienda.

Love this furniture store, so much to choose from and great prices!

Absolutely awesome store. The biggest furniture store and the best prices on all the furniture.

It's sad that this is one of the few places to buy furniture. One boring couch, chair, dresser after another. All lookalikes... can't shop here anymore.

The phone line doesn't work it gets stuck in an endless loop, and the website doesn't show the Colorado Springs store as an option. I have been trying for 2 days now to get ahold of the Colorado Springs store with no success.

Terrible customer service these kids theses days are terrible. My generation built companies like this one and the people nowadays are destroying it. Do not recommend this place at all.

Purchased a sofa arrived with 2 pieces damaged and they were replaced in a week. 1 month after purchase the wood on one of back pieces cracked when I sat on it and the back leaned back, the store is saying it was misuse and they voided my warranty and refuse return/exchange and everything I rece8ved my sofa dec 8 2024, today jan 12, 2025, it breaks and they decide to void warranty this store sells junk and scams you out of the warranty and blames you for cheap wood. This is ridiculous a $1388 sofa purchased new in a store and it breaks in a month and they cancel my warranty? Insane, this company should be sued, i need my sofa repaired or accepted as a return this is unacceptable. I was a multi time purchaser as well. This is criminal.

This place was fantastic for furnishing our new apartment! GREAT selection, affordable products, and very helpful staff. Special thanks to Cari for her thorough explanations and help with interior decorating!

Recently visited the store and had the pleasure of meeting and working with Cari Claycomb. She was one of the nicest people I have ever met. Her knowledge of furniture was outstanding! She was the most outstanding sales associate I have ever had the privilege to have worked with. Thank you Cari!! Anyone looking for furniture I highly recommend requesting Cari. Keep up the good work 👏 🙌 👍.

Salesman was very laid back and accommodating. There was a food selection of quality furniture and we were able to find exactly what we were looking for

Your $500 bed frame will break within the first few months. Youll contact about a warrnty and then theyll say not this department. Then warranty will say send pictures, then say send better pictures. Youll feel like a fool. Your $500 will feel like a waste. You think maybe i go somewhere better next time? But wait, i spent $500 on this bed frame, i thought that might indicate the quality of the product was higher? No. It just means the commission is better! Thanks! :) something about being wined and dinned first before that sort of action.

This is our first time purchasing from AFW and honestly we love it! WE LOVE IT! Mrs. Cari Claycomb was an amazing furnishing consultant! She had helped picked out an amazing rug that fits our house and literally took care of us. Making sure we got the best deals and making sure we got the best of the best. I Cannot recommend her enough! Photos for reference. We got the reclining couch, rug and bed frame from AFW. We will be going back since we still need to furnish the rest of our home!

Janica is super knowledgeable and friendly. She helped us piece together exactly what we wanted. She also helped pick out a coffee table with storage that would match the couch and the entertainment center we currently have. Thank you very much Janica

Fast, Fair, and finished

Okay so say what you want about small local businesses or big box store stuff, no part in that argument. Only talking about the store itself. I went down there to pick up something that I thought was stocked because I was an idiot and didn't look thoroughly enough online, I didn't read. The manager Bobby made some exceptions for me and helped me get what I needed. Good Place and will go back. Better brand furniture for the same price as Amazon trash

We purchased a leather couch and loveseat and the color is rubbing off, this furniture was purchased in June of 2024. We contacted the customer service department, sent them pictures over and over only for them to respond with it’s not a warranty item. Contracted management who referred me back to customer service who at this point were rude and advised it wasn’t a warranty item. They would not stand by there product. We will be buying from again.

Janica helped us find the perfect furniture for our home! She was incredibly helpful. I’d shop here again because of her!

AFW is amazing 👏! Thanks for being here for us. You guys are the best in the industry! Hands down!

⭐️ 1/5 I had a disappointing experience at American Furniture Warehouse. Upon entering the store, I noticed there were no sales representatives on the floor to assist me. After waiting for a significant amount of time, I requested a customer service rep, but the call I made was completely ignored. I came ready to purchase a new couch, but the lack of attention and support led me to feel undervalued as a customer. Unfortunately, I will be taking my business elsewhere. It's a shame, as I truly wanted to make a purchase. It's a wonder that this business is still open with how they treat their customers.

Very good selection of merchandise, at extremely reasonable prices...sales people were a bit pushy. Bought a couch and a lamp, but when we got home, the lamp was broken, and I'm having a hard time getting them to refund and replace!

Very nice people and you can't beat the prices

Kittie is the most delightful person. She is very helpful and patient. She gives great suggestions and makes shopping at AFW a good experience. She deserves a raise!

Great service!

You get what you pay for. AFW is legit a company you should avoid. Recently purchased a dining table, marble coffee table. And marble end table. The dining table came with a broken leg. Which AFW replaced. The marble coffee table came with scratches. When I tried to point this out to Customer Service, they tried to tell me that the scratches was normal pattern. Since when are scratches normal pattern of marble? Yes, it is a natural stone and there will be texture and pattern variances, but not scratches. The matching end table also had a chip underneath on the wood part, but I was willing to let it go as it wasn't really noticeable. The customer service team takes forever to responded back and when they do, they are not helpful. The prices may be tempting, but avoid this company.

Not surprised. Poor customer service from sales staff. Management not interested in good business. Delivery is a joke. Prices are better online every time. What a waste of space. They would be doing all of us a favor to actually turn this into a warehouse and put the 50 lazy people who work here in the unemployment line and put their money into a better delivery vendor to actually try to make customers happy instead of waste their time. Will not return. Plenty of competition that also sells cheap Ashley furniture.

I’ve bought all the furniture in my house from this store…. This last cost me 600 dl for a broken chest, they “did an investigation” and their conclusion was that It was my fault, I have cameras too at my house… I can also prove it wasn’t me. But now the people at the phone says there’s nothing else to do… the last person I spoke to hung up on me while I was speaking. Family warehouse ? More like fraud warehouse … not ever buying here again, but will keep on calling for answers

This store is disorienting, packed, and way too much. However the deals are incredible! Delivery is a bit much but the selection can't be beat! Definitely check em out

I’ve been a loyal customer of American Furniture Warehouse for the past 6 months, and a big reason for that is the outstanding service I’ve received from Jeff Smith. He has helped me with my furniture purchases the past three times, and every experience has been fantastic. Jeff is knowledgeable, professional, and always goes the extra mile to make sure I find exactly what I need. He takes the time to listen, provides thoughtful recommendations, and never makes me feel rushed or pressured. The quality and selection at American Furniture Warehouse are great, but it’s the exceptional customer service from people like Jeff that keeps me coming back. If you’re shopping for furniture, I highly recommend asking for him—you won’t be disappointed. Thank you, Jeff, for making each experience such a pleasure!

Good prices. Excellent selection and very helpful staff. All you can ask for.

You know what you're getting AFW. There's great selection, really good pricing, and a low key approach by the salespeople. So many furntiure stores are staffed by commissioned salespeople, and they are like car dealers. Step inside and expect to be accosted! But don't expect trend setting styles and superior quality. "You get what you pay for", and in furniture, sometimes pretty good has to do. We recently bought a recliner sectional, and it is very nice, but you can tell it simply won't hold up like our much costlier LazyBoy. It's a good place for kids furniture (they outgrow it quickly) and items that won't get heavy use. Still, we are regular customers due to the value. There's no question, Jake has done a good job of providing a lot of that!

I just wanted to take a moment to personally thank Katherine S. for her patience, professionalism, her assistance, and her willingness to go above and beyond to solve a problem we did not even know we had! We went in thinking that we knew what we wanted and even proceeded to purchase the couch we wanted over the phone. We discussed exactly what it was we wanted but we had a difficult time articulating that to Katherine. After we got off the phone, she walked over to the display of the couch we fell in love with and she immediately knew that we unintentionally made a mistake. She called us immediately and informed us of the mistake we unintentionally made. She called technical support to assist with fixing our order and helping adjust the payment since we had already placed a payment. The whole issue was resolved in less than 10 minutes. Her extra few minutes of care, customer service, and attention to detail saved us hours of stress and possibly money. She was very kind, warm, professional, and attentive and my wife and I could not have asked for a better sales representative. Thank you, Katherine! We will definitely seek you out for our future business transactions!

I went there and Bob helped me buy a new bedroom suit and kitchen table with two bar stools with backs. I received it delivery from American Furniture Warehouse and they put it all together and cleaned any mess. They were quick on time professional and very kind. Thank you American Furniture Warehouse. Bravo

We purchased an entire home worth of furniture from the COS, CO AFW store in order to furnish a short term rental in Georgia. Our sales rep, Shima Leahy, was extremely helpful from start to finish. She made great suggestions to help guide our decisions and was very communicative back and forth through the process, to include before and after delivery. Because this delivery was across the country, there were also several pieces that likely weren’t going to arrive in time to get on the semi truck that would transport them. Shima did a lot of coordinating with other AFW locations, as well as helped us buy a “floor model” of one piece, and ensured that all items we purchased made it onto the truck. On the other end (in Georgia), the drivers (Walt and Noah) were awesome. Super professional, helpful, respectful, and kind. They had a great attitude and did a great job and we can’t say enough good things about them as well. Great experience shopping at AFW - highly recommend!

We own a successful, home staging company and always use afw when we're in a pinch.

NO PETS ALLOWED!!!! Thanks but I’ll shop somewhere else!

Went in to look for furniture and received no help while in the store. After approaching the front desk to try and purchase a chair I was told they did not have it stocked at this location. Save your time and look elsewhere for furniture with another business that has inventory and cares about its customers.

Always good prices, and even find things I didn't know i needed!

We have been customers of American Furniture Warehouse for multiple purchases. This last transaction was fraudulent and a bait and switch. We purchased a Leather Coach and Recliner Chair, when delivered we noticed that the furniture was not what we had purchased on the showroom floor. The furniture sat up higher and leaned further back causing me not to be able to touch the floor when sitting and causing strain on my neck because the chair sat to far back at an angle. We spoke with Customer Service and they said nothing changed with the manufacturer. We went back to the store to make sure we didn’t make a mistake; the furniture was comfortable and exactly what we choose on the appearance . We studied closer and flipped over the furniture in the store . Low and behold we found out the problem, the manufacturer changed the underneath hardware and was completely different from what they had on the showroom vs what was delivered. The manager stated that we had to talk to Customer Service, we did so hoping to be able to get new furniture with the old components. I was treated horribly and felt like I did something wrong when it was out of my hangs. They tried to make it right by changing the hardware, it was the same exact pieces and did not change anything on comfort. So of course I called again, this is an inconvenience, not only a bait and switch. The lady who took our call was rude and not helpful, she stated since it was within a timeframe that we would be charged to send it back and also loose monies on it for a restocking fee. This is a joke! Now we are stuck with furniture that is extremely uncomfortable. They lost our business and we will never shop there again.

I have been waiting MONTHS on a piece for my file cabinet. Every time I’ve called they kept sending the same piece which was the wrong piece like I had stated to them. So then a technician came to the house and he stated to me that piece is correct and then realized he was wrong. Why would I keep calling if the piece was correct??!! So the last time I called the woman said she was going to figure it out and get right back to me. NEVER CALLED BACK! Terrible customer service can’t even send me the right piece I need.

Best warehouse in COS, low prices and great deals. The team is amazing and polite. Thank you guys

Much better value than any other furniture shop in Colorado Springs. Shop here first and avoid any frustration! Great sales staff with no push whatsoever. We were extremely pleased with Robert (Bob) Kashner as our consultant/salesperson.

I have purchased from this company previously but in a different part of the state. This time around I needed to furnish a whole 3/2. Kurt was AMAZING. Not for one second did I feel pressured, even when I was struggling to pick a living room set. He heard me out, was honest, and didn't get upset when I took my time to make my choices. Even after the visit I thought about a few other things that I might need in the near future. Not only will I 100% choose this location, I will ensure that I work with Kurt again. I felt so valued and respected. To top it all off everything was SO affordable. 10 stars to Kurt!!!!

We came into buy an office chair. Wonderful, quick experience.

Updated: Disappointed with AFW after spending roughly 18k with them over the last 8 yrs. One of the purchases was a 10 yr warranty mattress that has already gave out after two years. I weigh 180lbs. Tried to file a warranty claim. Two little stains maybe the size of a fist. That's their justification of me paying a 15% prorate fee. Then since prices have risen and my mattress is discontinued model. I need to pay the difference of similar type plus they hit me for a restock fee?? I even turned down their delivery fee and was going to bring back the old and pick up the new. Still they charged me half the price of my mattress, it would have been 2/3 the cost of the mattress if I added the delivery. Any loophole or fine print they can find to duck honoring their warranty. So now I will be purchasing a mattress elsewhere, along with any furniture in the future. Get ready for the cliché response. It's just the simple fact of honoring a warranty and being a stand up operation. But afw has the upper hand. Typical customer vs corp we all know too well. AFW lost this customer.

Sales associate was very knowledgeable about the items we purchased. AFW Definitely has the best prices for furniture. No hidden charges. Everything was explained about the delivery process to include cost and set up. They also take the packing materials with them.

I bought one of the Signature Design by Ashley love seats and chaise at the end of September. I am very happy with my order. It was reasonably priced, and beautiful. Darren B was super helpful during the sales process, especially because I have never bought a furniture set from a large retailer before. I was a little disappointed with the 3% pickup fee if I was to move the furniture myself. I ended up just using the delivery service they offer which was a flat fee of $79. Delivery was easy and super fast. The drivers were very nice and efficient. While I definitely don't think this furniture will last forever, it does seem to be really sturdy, especially for the price point.

They have just about everything you need for your house.

Darren was a very good salesman, he listened to what we wanted, explained things but let us make the decisions. He was patient. We bought a new bed with an adjustable frame and a double reclining loveseat. We are very please with both items, and the service we got from start to finish. The delivery guys were efficient and friendly and careful.

Super disappointed in AFW. We’ve shopped there many times and never had any issues until now. We bought a mattress for our guest bedroom. We decided to pick it up ourselves to get it quicker. We got it home and in the basement, we opened it up and discovered that they sold us a mattress that appeared to be used. It was very dirty and had a disgusting yellow stain on it with hair woven into it. It was disgusting! I called and was told that customer service was closed and would have to call back tomorrow. When I did, customer service was so rude! I was told I could bring it back and exchange. I was not about to go get another trailer, haul the mattress back up the stairs and take it back to the store and wait for the next “slot” to open up. I bought a mattress believing it was a NEW mattress. I asked if they would deliver it because it was not my fault they messed up. I was told absolutely not. So the compromise to their mistake was me paying half of delivery fee. There was no apology, not even a shocked response that this happened. Shameful!

We love this place. Only place we shop for furniture etc.

I bought a loveseat here and it just got delivered yesterday. I came back to the store a day later and saw another one that I liked more because it was bigger. I called the customer service and spoke with 2 managers over the phone who were not willing to work with me to do an exchange without all the extra fees and delivery. I asked them really nicely that it was an honest mistake and we have not used the loveseat. There was no negotiation. I, being in customer service myself walked up to the counter and had a customer service representative help me in person, face to face. which is always more appreciated. Her name is Kye. She works at the front desk. She took one look at my receipt from the day before and had her own store manager Jordon come out and talk to me. They both took matters into their own hands and made the transaction reversal for the old loveseat without any extra fees and got me the couch that I wanted. This is what I called the phone line for and they wouldn’t work with me :( Kye immediately exhausted all of her resources to make sure that I got what I wanted without paying extra fees. I am so so grateful and I cannot wait to come back and purchase more furniture from this location because of Kye and Jordon. Great job you guys. Also Jenna, A different representative in the customer service area, was extremely helpful getting me with the right associates to get me all squared away without any hassle. This is the epitome of soft skills and great customer service! This team rocks! Thanks guys! 🫵🏽

Eric P took his time to make sure my purchase was accurate. My wife and I enjoyed our visit.

Was scheduled at the store to have a delivery on a Thursday. I cleared out my living room on Thursday and was prepared for them to arrive. However, by Thursday I had yet to receive any word on my shipment. I had to call THEM to receive word that my shipment wasn’t coming. They no called no showed me. (If I did that it would be a $45 fee). I had to wait four more days with zero living room furniture for my shipment to arrive.

Couch I bought from em lasted less then 6 months before started breaking.

We bought a very expensive power couch some years back & at that time was told it was leather & it was sold as a leather couch hence why it was so expensive..well years later and it's all peeling .. it is not leather.. it has a cloth underneath this now peeling hard plastic vinyl like material. Definitely not leather . Maybe a faux material? All I know is we spent over 10 thousand dollars here and now it's time for a new couch and thought we would be coming here forever but now feel like got taken advantage of years ago. Hard material now poking into my skin with cloth is not what we told we were buying. Real leather is how it was described. Me and my family have bought here many many times.. time to find a new place. Terrible

Everyone at this location was very informative, patient and friendly. I literally went there two days in a row before making my decision on reclining couches and sectionals. I was so confused. I spoke with several salespeople. On my 2nd day there, Cameron M. was the best salesperson by far. He gave me great information on the particular couches I liked, which he helped me finally make my decision since I was so confused. He stayed nearby and came back to me to check-in, but did not hover over me (I cannot think when salespeople hover over me and follow me around.) This is why I chose Cameron. He heard my concerns and just gave me some insights he thought may be important to me, and then left me alone again. In addition, the delivery guys were also very good. They were very friendly, worked hard to make sure we got our deliveries in good shape, gave us a little training, and placed them exactly where we wanted. I am very happy with my couches. I am one happy customer.

BEWARE of this business!! Purchased a Huge Bean Bag there. We had it for 45 days ( 15 days over the return window ) and the zipper broke and could not be fixed. Beautiful piece but super cheap zipper. So we spoke to warranty and they came out to assess that this in fact was a broken zipper and they ordered us another one. I was told it will take 1 to 2 months to arrive and that there has been many issues with this particular piece. So if that is the case then why do you continue to sell these items and have these issues only to have many customers having to deal with this? A friend tried to warn me with her experience at American Furniture Warehouse and their horrible return policy and cheaply made products and unfortunately I didn't listen. I will change my review if in fact the product's zipper is stronger but with how things have been going I am not getting my hopes up.

Every Component Replaced Before Finally Getting Money Back Bought Marcus Charcoal Gray Leather Power ZG Recliner to use recovering from shoulder surgery. Very comfortable. Wish it had worked out. Problems, however. Firstly, the charging port fried my friend's tablet. I bought a USB-specific power testing tool just to check this out. It was putting out too much power. Contacted AFW regarding this issue. After sending someone out to check it, they made another trip out to replace the switch/charging component - and would not compensate for tablet. (The replacement was also putting out more than a USB charge should - I would never plug anything into one of these chairs.) They also replaced the motor at this time. So, if you're keeping track, that's all of the electrical. Then, the chair started rubbing on one side when it would recline. (I'm under 200 lbs and never moved it - so not something I caused.) They sent someone out to check it. They then sent someone else out to adjust the chair, by attempting to tighten the back of the chair. It wasn't loose. So, then they sent someone out to replace the guts of the whole thing - the metal mechanism that makes up the mechanical infrastructure. This didn't fix it. The chair back was obviously out of square with the rest of it. The only thing left was the wooden body of the thing. At this point, they finally agreed to give me my money back. Just think of all the labor for this. At least 5 trips out, then the cost of replacement of EVERY component. If they'd swapped out the chair at the first issue (and compensated for at least part of the replacement for the ruined tablet), maybe this would have worked out. But trying to save money(?) at each and every turn ended up being the greatest folly and I tell everyone I can about what a terrible experience the whole thing was. I will say that every tech they sent out - I got to know a lot of them - was great and did they job they had been sent out to do. It was the follow-up call that I got from AFW after each tech left, informing me that they'd send someone else out a week or so later to check things again that indicated the weak link. Each time it was "I'll have to check with the manager to see what we can do next." If it was one manager, fire him. If it was more than one, time to change policy. I looked around on the AFW site at a lot of chairs before and after buying the dud I had. If you find an average rating that isn't 5 stars and a token few fours, for any recliner - ANY, you looked harder than I did. I had to come here to leave a review on Google.

I'd like to update my experience . As follows the sales people on the floor are excellent . How ever the customer service reps on the phone are horrible . The new couches we bought broke and we called to fo an exchange all the customer service I spoke to on the phone all rude . From the lady who questioned me as to why I wanted to exchange the couches to lady who was scheduling my pick up and exchange. Very very rude . I almost never want to purchase from here again.

I had gotten a loft they were trying to give me a preowned with pieces missing, when I bought a whole new loft so I told them to take it back which they did, & for them to call me for a new delivery date for a new one. I had called them back & waited for 25 mins jus for someone to answer & hang up. So had my grandmother call the store we pick out the bed from & couldn’t deliver on the days I was available when I took the whole weekend off for it to be delivered. I’m so disappointed this was my fantasy furniture warehouse where it had everything I wanted from & once I actually bought furniture they let me down I will not be a returning customer

Horrible delivery service

They did not deliver my couch when it was supposed to be delivered. Spoke with someone they said they would have it delivered on Sunday called back to verify nothing was put in the system so now I have to wait a whole week for my couch. Also.the delivery drivers, wouldn't put the other couch ordered in the basement so my boyfriend had to when he got home. Took him 5 minutes. You seem to be just a number at this store and I will not shopping here again after this experience.

American furniture warehouse has the worst customer service. We bought a very pricy sectional to have it break in a year and half. Of course, they're not willing to help us at all only if we would like to pay hundreds of dollars to repair. I will never do business with them a again.

Yes, the prices are reasonable compared to many stores, but the quality is very bad. My sofa set that I bought a year ago completely collapsed. Frankly, everything I bought from here is worn out and unusable. Their customer service is really terrible. They never respond to your emails or the request forms you fill out on their website. When you call them, they keep you waiting on the line for 45 minutes. I will never buy a product from here again.

The bed is okay however when it was delivered didn't notice that the guys who put together stripped the screws so now I cannot get the bed apart!!!!!