Purchased a mattress with the removal of the old one. Payed the extra $30.00 for that removal. First of all, the guy's trying to deliver it to the wrong place. Then, when they got to my home, they refused to take the old mattress, saying it was dirty. I said the mattress isn't very dirty, just old. He refused to take it and left. I called and complained, and they said it is their policy that they can not take dirty mattresses. I said it wasn't very dirty, just old. There was fuzz from the sheets and a little bit of dog hair. Who's going to have a pristine mattress that they've had for 10 years. I called and complained. The customer service representing reiterated that they couldn't take it. I asked why the sales associate didn't tell us that. I also explained how I had to pay extra with my trash service. She said she didn't know why and didn't know what to say about that. We'll make sure that we refund your money and update the associate who assisted you. It's very frustrating, I would go somewhere else.

The worst customer service I've ever experienced. I scheduled a delivery with a woman over the phone and told her I am available after 4pm on the decided delivery day. She did not tell me that I wasn't able to choose a time frame, she only confirmed that she would have it scheduled. I received an email the day before delivery with a time frame before I would be home. When I called customer service to inform them I was not available at that time, I was told that my only options were to reschedule the delivery date for when I would be available all day. As a school teacher, this only leaves the weekends. The customer service representative suggested I take a day off if I'd like it delivered before the weekend. I am so disappointed by the lack of information upfront and help thereafter. I would not recommend ordering an item for delivery to anyone who does not work from home.

Jaydon and Bryce were great at delivery service. They were right on time, we’re mindful when bringing things in, and set up our bed super fast. They came out on a holiday weekend which we very much appreciated being in our new home. They even helped put our new mattress on without evening asking. Amazing customer service, highly recommend them and will be shopping here again. If you have the option for delivery and set up I say use it this was so helpful in our move and was such an easy process. Thank you Jaydon and Bryce!

ISAAC CORONADO was super helpful with our purchase. He listened to what we were looking for, helped us nail down our decision and made the process super easy. Delivery was fast and efficient; we are still waiting on one item but he told us it would take a bit. Our overall experience was great. The delivery for first item was super fast and efficient, made the whole move a lot easier. Will be shopping here again and recommend working with Isaac.

I love the large selection of furniture at this store. However I have to drop a star because the salespeople are very aggressive. Last time we went there were four different people following us around asking us if we needed help. If the business is reading this consider letting people come to you when they need help.

I've had such a long and excruciating experience with AWH that I will never shop there again, despite their low prices. A month back, I ordered a couch from their website. No where in the order process was I warned to measure my door and entryway to make sure the couch will fit. I've ordered couches before to my house and was always able to bring it in. Anyways, after I placed the order, I got a note that said there's a back order. (I would have liked to know this before placing the order.) After 20 days of not hearing back, I reached out to AFW and then they scheduled a delivery for me. If I hadn't reached out when I did, I wonder if AWH would have ever proactively set a delivery date for me?? The delivery day arrives but the delivery people just looked at my home and said the couch wouldn't fit. They never even tried, and just left. They said AFH will call me that day to discuss next steps. But surprise! They never called. I had to reach out 3 days later to ask for the refund. The first person I called said she'll process the refund. I never got a confirmation email. I called again a few days later. The next person said he'll process a refund but that they have to charge me a cancellation fee. I told them there was no way I would pay this cancellation fee since I was never warned about this. The representative said he'll waive this fee for me since it was my first time purchasing from AFW. Afterwards, I get a confirmation email but saw that the cancellation fee was still there. I reached out again, but no response. This company has been such a waste of time and money. Avoid at all cost!

A friendly, easy, and well priced shopping experience. Highly recommend.

Raymond at the Thornton Store went above and beyond to help us get the perfect furniture for our needs and to make sure the delivery was perfect even after having to make a change last minute. We will only be asking for Raymond from here on out when we come back to AFW. If we could give him 10 stars we would! Thank you so much for everything Raymond!!!!

Waited for a bit for someone to help me but my man Raymond came help us with great attitude and great costumer service! I’ll def recommend him to my family and friends for future purchases.

Bought new furniture great people easy to work with no hard press sales

Great place. Online order was easy and my stuff was delivered on the date they promised.

Yo todos mis muebles los he sacado hay pero ase unos días fuy por un comedor y me vine muy enojada con un empleado Antonio todo hiba bien la compra me urgía el comedor y le dije a él lo nesecito pronto cuando hice la compra me sale k llega en unos días dijo mañana pasado puede ser señora y yo 😡 pues bueno ni modo me gusto el comedor k llegue y cuando voy mirando el recibo no llega asta en 3 semanas la verdad medio mucho coraje y deserción . No la engañen a uno solo para vender la verdad da coraje puede buscar uno otra obcion 😡

I ordered a leather sofa sleeper from this company. It showed up damaged three times. To clarify, they sent three of the same couch on different dates. All three were damaged. All employees and managers were kind. However, three of the same couch show up with damage? That is absolutely ridiculous. I am now currently without any sofa and waiting on a refund. Buyers beware. The couch model I purchased was the Bolsena. The first picture was a raised nail head under the leather. The other two were tears in the leather on the bottom of the side. This could be a manufacturing issue. I would steer clear of the Ashley brand. Update: All of my money was refunded by the company.

Raymond is an awesome sales person I highly recommend him

I got couches delivered today and yes it was a tight fit, but the driver said "I do not have time to try because we out of of time on our deliver window." They left one couch on my driveway and all the trash from both couches. I called AFW and they felt I should only get 1/2 my delivery fee back. I paid for it to be brought into the house and trash to be taken. Thank goodness for my neighbor who came over and got it into the house within a few minutes. Don't pay for delivery.

V

I have been buying furniture from here for 10+ years. Over $40k between personal and business. NEVER AGAIN will I spend a dime here! The manager at the Thornton location is a pathetic excuse of an employee! I BOUGHT $5,400 worth of furniture. (Schedule for delivery next week) Receipt in hand. 4 hours after leaving the store called and said they "accidentally deleted my ordrer"...... how can that be? They said they would send me a link to re purchase it and refund my money. I said ok. I get the link the next day and it doesn't work. I call the store, they transfer me to a "customer service line" who then tells me I must go back in the store to get my refund. I LIVE 4 STATES AWAY!! She thought it was funny that I now have to travel 14 hours to get my money back! How is this ok?! She told me that she has no comment and she will gladly deal with this in person with a smirk attitude KNOWING I live 4 states away! Her name was Chelsea, and then she tried to go and delete my info like I've never existed! WOW! THIS IS CRAZY!

Same as always

Isaac helped us out last week to upgrade pretty much our entire house's furniture! He did an excellent job walking us through the mattress buying process and was extremely helpful helping us find exactly what we were looking for without having to look at every single piece of furniture in the store! He was so personable, it was like shopping with a friend! We are so excited to get our shipment and hope to work with Isaac again should we need anything else!

Muy amables solo que al entregar las cosas siempre andan a la carrera y quebran las cosas y tiene uno que esperar hasta que haiga el producto nuevamente , deberían de mejor en ese servicio

Always had great experiences here. Everyone is super helpful and nice. Great service

Never will I ever buy from AFW again. We bought a new house. Went in to buy all of our furniture from AFW. Nice lady who help said we finance no interest for 9 months. She told us how we should save the cash for emergencies and pay the the loan amount off over 9 months. Well here we are 9 months later and I went to make my final payment of $100 just to find out that if you don’t pay in full. You get charged ALL OF THE DIFFERED INTEREST. For missing the final $100 payment date by 2 days I got charge $660 dollars in interest. I explained my situation and no one wanted to help. Wells Fargo and AFW are the shadiest companies I have ever dealt with. $660 of my hard earned money gone to interest over $100 and 2 days. I will never buy from them ever again. I’m so sad that when I explained what happen no could or would help.

I purchased a 340 pound massage chair and AFW loaded it in my trunk and when i was driving my car flipped backwards

Me encanta la tienda y los vendedores muy atentos

Absolutely furious right now. My partner and I are first time furniture buyers and would not recommend AFW for first timers or anyone. Their prices are cheap but predetory practices, rude staff who are also very uninformed on the products. Even when dealing with the manager she could not tell us if a couch was one or two sections. I had deleted my review but after giving them a second chance I absolutely stand by it and am updating it with my current interaction. We worked with Raymond at the store where he helped us pick out the sleeper couch that we wanted and was happy to take our $1200 but when it came time for delivery the drivers claimed they would be unable to bring it up the stairwell to our house. They wouldn't even unload it from the truck because any damages would come out of their pockets. I get your worried about your money but yall already took ours, it's our couch if I want to try we should try. Also we had told Raymond that it was on the third floor of a narrow stairwell with no elevator access or anything and he said it would be fine. We had looked at other products too, he should have asked us to gather measurements and return if there was a worry or guided us back to a smaller couch. Instead we got told "no problem, it's their job to get it in" and here I am now with an empty living room (we tossed all our old furniture this morning in preparation for the delivery) and out $1200 with only a "maybe they will" in regards to a refund and not having to pay the restocking costs. The drivers didn't even attempt it they just measured and said it wouldn't work. So beyond mad, I have no furniture now and to be told to just go pick out something else was so rude as both my partner and I work full time service industry so finding a day off and making sure we had enough money for even this first trip took almost 3 months, now I'm supposed to just sit on my floor for another 3 months until we can save up and find another day off. (EDIT) After being frustrated we decided to give them a second chance and moved schedules so we could go this morning. Found a new couch this is smaller and similar to what we wanted, purchased it and asked about our previous orders return and they informed us there was no return started for the product. When we finally got finished with talking to the sales person we discovered they would not give us a full refund so we asked to speak to the supervisor. She from the start didnt seem to worried about our return and informed us right away we would not be getting a full refund and to stop asking. We argued back said we never wanted to return it the delivery guys refused to deliver and Raymond had told us it would be no issue with the stairwell. She then said that Raymond in his notes said he discussed measurements, which he NEVER did. In fact I was the one who asked if we should be worried about the stairwell. She was then very dismissive by saying "well who am I to believe my staff member or you?" Which kudos for having your staffs back but they were in the wrong. She asked to see the original couch, and like I said previously, was very unaware of the specs to the point where another employee had to come and answer the questions. Then instead of offering the full refund, she offered to cancel the new couch we just purchased and give us the old one and she would wave the delivery and if they wouldnt unload we could just take it ourselves. Which again was so rude because, no, they wouldn't even take it off the truck before so im not waiting another 4 days to repeate the same process. She kept insisting to cancel our new order but we kept saying no that we already gave them the second chance and still purchased a new couch through AFW we just want the full refund for the couch they refused to deliver. They are still getting money from us in the form of the new couch but she told us it wouldn't happen. We could argue all day but she isn't going to wave it. Disgusting. Never wasting my money here again. You shouldn't either.

Approximately one month ago, my significant other and I made the regrettable decision to purchase furniture from a specific AFW location. Unfortunately, since the time of purchase, the overall experience has devolved into a nightmarish ordeal marked by unprofessional, unhelpful, and unsympathetic customer support. Specifically, we procured a bed that had been designated as a closeout item due to its status as a floor model, and thus was offered at a substantially discounted price. Prior to the purchase, an employee had assured us that the bed would be in a comparable condition to non-floor models. However, upon delivery, it became evident that the bed had not been assembled correctly and was marred by the use of shoddily constructed boards that buckled beneath the weight of a mattress, resulting in the bed collapsing to the floor when sat upon. The aftermath of this incident raised safety concerns, particularly regarding the stability and quality of the product. Moreover, subsequent interactions with the customer support team yielded little in the way of resolution or satisfaction. Our attempts to address these issues were met with apathy and a lack of accountability on the part of the company. Additionally, other delivery-related mishaps, such as damages sustained by our television set and an incorrect installation of our couch, further compounded our grievances. Despite our persistent efforts to seek redress, communication from the company was sporadic at best, exacerbating the frustrations we had already endured. We were left with no choice but to engage the services of an external party to rectify the structural deficiencies in the bed and render it safe for use. In the midst of this protracted ordeal, we reached out to the AFW establishment and their customer support line in a timely manner, only to encounter further delays and unfulfilled promises. Attempts to hold the company accountable for their oversights were met with deflection and attempts to shift blame onto us, the customers. Following an extended period of unresolved issues and a lack of meaningful communication from the company, it was communicated to us that only the delivery fee would be refunded, while other essential expenses incurred as a result of their negligence, such as the repairs to the bed and the replacement of our damaged TV, would not be covered. Our experience with AFW has not only been marred by the substandard quality of their products but also by the indifference and inadequacy of their customer support service. An establishment that truly values customer satisfaction would have promptly addressed our concerns, offered meaningful solutions, and exhibited a more empathetic approach. Regrettably, this has not been the case, and as a result, we cannot in good conscience recommend AFW to individuals seeking quality furniture products and a satisfactory customer experience. In light of these unresolved issues and the lack of accountability displayed by the company, we are left with no choice but to escalate our concerns by lodging a formal complaint with the Better Business Bureau.

My mattress was expensive first of all. After a few months it has begun sagging on both sired. I filed a claim on the warranty on April 7, 2024. The service tech contacted me on April 11th to setup.an appointment to look at the mattress and take photos on April 18th. I've heard NOTHING from those results since then. I've placed calls leaving voice-mail to no avail. Very poor customer service!! I intend to keep contacting them until they replace this $1500 sagging mattress. ANTOINETTE BROOKS

Just bought a new couch for my new apartment and I’m so in love, delivery was quick and easy, I will definitely be coming back in the future!

Terry helped us pick out an awesome couch and dining table. He was super knowledgeable and very fun to talk with. (Also his shoes were super fly). Next time my wife and I are buying furniture we are coming directly to Terry.

Such knowledgeable staff, great prices and quick delivery. Carlos Castillo helped me make my couch purchase and I can’t recommend him enough. I will go back for my future furniture needs!

unbelievable service at the store and even better upon delivery. Extremely professional and efficient team. Can't recommend this store and service enough!

CARFEFUL !!! Read the details of what you are ordering because the images ARE MISLEADING. I ordered a day bed, the images showed mattress, but on delivery...OH !!! Mattress SOLD SEPRATELY. When I call to voice my concern the customer service representative attempted to make me feel stupid by "OH you didn't read the description?" Then they argued with me about how misleading the images were. EVERYONE LOOKS AT THE IMAGES AND UNDERSTANDS WHAT IS INCLUDED. NO I WILL NOT ORDER FROM YA'LL AGAIN !

I have purchase furniture five years ago family room and dining room and still looks good. I have purchased dresser, night stand, bed and adjustable bed all good for a great price!! Gary Thompson was amazing. I wanted to make sure that the bed that I had purchased I was able to use the adjustable bed he literally went to the bed to make sure and called me back with estimate and assured me that I can when he told me!!!! Thank you for your exceptional customer service Gary Thompson!!!!

We had a 6 year old Simmons Beauty Rest mattress that developed body impressions exceeding Simmons warranty standards. From the scheduling, to the technician's visit, to the support from our salesperson, we were astonished how well we were taken care of! We recommend people to look up Bobby Clark for all their questions and for assistance with purchasing! He is fantastic at the Colorado Springs location. We would also like to thank AFW for their warranty mattress service and inspections! Customer service was outstanding and we would like to shout out Melissa and Kathy for their excellent help with our warranty mattress. Last, but not least, a HUGE thank you to Jenna Beacon at the Colorado Springs store. She truly was our "conductor" in getting all the details worked out and assuring us we were receiving everything promised! As we told every employee, "We'd be proud to work for a company like AFW"! Amazing Company! Way to go Jake! BTW, we purchased another mattress!

Adam was amazing we needed a couch a bed and a frame Adam guided us through the whole store top and bottom and made excellent recommendations. The prices shocked me on how low they were, top of the line brands for under 1000$. Adam also was very helpful on giving us information on Shipping our products to our house. I would highly recommend going here for your new furniture

I bought furniture for a finished basement and the delivery team determined that the sofa could not fit thru the doorway. The team coordinated the return of the sofa and the delivery of a loveseat two days later. Basically they handled the return of of the sofa, the ordering of the loveseat and delivery in a matter of minutes. I didn’t even have to make another trip to the store. Seamless process. By the way, the loveseat is actually a better fit too.

Quick, easy & affordable. Will be back very soon to buy more new furniture.

Excellent quick service. Went to store and picked out 3 or 4 sets. Decided on one and ordered online. Called next day to set up Delivery. Delivered perfect! Great communication through whole process and including delivery driver texting me to let me know they were here. They were 10 minutes early which I loved ! Extremely nice and helpful.

Amazing platinum delivery. Order the couches on Sunday was able to get them within 3 business days. Which is amazing! Delivery guys were awesome and got in out within 15 minutes.

Did wat was needed fast not slow

Perfection! This has been the most pleasant experience I have ever had with an online order!

Very fast and efficient great service would recommend I love my new bed thank you guys

Such a good, fast experience. Exceptional compared to other vendors and more affordable. Ray, our salesperson, was especially helpful and we were very impressed with the delivery driver's speed!

Fast and great service!

Great product, service and delivery!

Very good

Easy shopping experience online and in the store. Delivery personnel are friendly and set up was great! An awesome experience as always! I highly recommend AFW!!!

The service was good the delivery people were friendly and nice and they cleaned up after delivering the furniture that's why I gave them a five star

Definitely looking at AFW for more furniture. Super affordable prices compared to other furniture stores and nice quality too.

Delivery guys were great and very experienced

Most reliable place in CO to get the furniture you need on your time and terms

Easy online ordering and quick delivery turnaround.

Great furniture and easy delivery

American Furniture Warehouse has excellent products at an excellent price with excellent customer service!! Come by if you have a furniture need or just to browse! You will definitely find something you like at a reasonable price.

I have purchased furniture from AFW for 10 plus years. I' have my eyes on an electric recliner.

Julian and all the staff are amazing. Great knowledge patience bi lingual a plus. Product knowledge was amazing they listen and know what to recommend so friendly.

Was sold a damaged and repaired lift chair as new. Customer service was difficult to work with, promising one thing and then saying another. AFW ultimately agreed to fix the chair. The repair was very basic and left damaged pieces in place. The chair is noisy and shifts while being lifted. The repair team additionally damaged the remote. So another thing to deal with. I’ve been a long time customer of AFW, but this experience has never likely or returning there again. Update: American Furniture is now saying I will need to pay for the remote they damaged. As you can see below, they aren’t helpful and now have completely lost my trust as a customer.

Everything was done just as I was told. Very easy to deal with customer service.

This is our first time shopping there, great experience, would highly recommend if you are not sure what you are looking, great selection to help you the right decision.

Great service delivered very fast! I got to pick my own date for delivery.