Terrible experience. Customer service cancelled my order!! Then when I found out my furniture was not being delivered I waited to speak to customer service for 20 minutes! Then they hung up on me!!!

Pamela was fantastic. She helped us with a dining room table and entertainment center. She was very knowledgeable and helpful. She helped us set up a delivery as well. Thank you Pamela.

I’m very disappointed with the customer service and delivery service they offer first they show up for delivery date agreed upon on day of purchase but chose not to ring the doorbell I have Rob on camera pretending to push or ring doorbell then lie say he did but really got on hi phone then got back in his car and within two minutes of leaving tried contacting the driver Would not answer calls or text waited to contact customer service when they opened where no help said would be rescheduled for Wednesday now on top of that they didn’t do there job either there didn’t schedule it and now it is moved to Thursday will not be doing business here anymore after my experience sad to call yourself AMERICAN home furniture can’t even do the simple things says a lot about your business

Ask for Cindy Custer she's super helpful and so nice. Beautiful showroom with amazing deals and great customer service- awesome place to shop.

God said to give all your worldly possessions to the poor. this place is gross

Very good service

The store personnel were great. The delivery was quick and easy. Delivery personnel were pleasant and efficient. Very happy with all aspects of this purchase.

Great customer service, great delivery service, and the furniture is good quality

amazing sales staff...

I have shopped here for most of my furniture. And I can’t speak highly enough of Wolf. He has gone above and beyond for us. We ask for him by name every time we go in. I have never had a salesman as pleasant and extremely helpful. He asked all of the right questions and made sure that WE were comfortable with our purchase. If you want phenomenal service ask for WOLF!!

Person that assisted us was knowledgeable and polite. She was very helpful. Though we arranged thur the sales agent to have the purchase delivered on a specific date, the date did not show up anywhere on the receipt. The receipt instead states what steps we need to take to schedule a delivery. Confusing to say the least. We'll just sit tight and see if the delivery happens on the day the sales agent told us it would happen.

Recently purchased a chair from American Furniture Warehouse that unfortunately didn't work out for my wife due to her arthritis. The staff at AFW were incredibly understanding and accommodating, allowing us to return the chair and exchange it for another that better suited her needs. Our salesman was exceptional. He was knowledgeable, patient, and went above and beyond to help us find the perfect chair. His expertise and friendly demeanor made the entire process stress-free. I highly recommend American Furniture Warehouse for their excellent customer service and willingness to go the extra mile for their customers. We are very satisfied with the new chair and appreciate the hassle-free exchange process.

In September, I went in the store and purchased a dining room table with chairs. I was told I would receive my order at the end of October. It's now November; Still no dining room table with chairs. I called customer service, was transferred a couple times. Spoke to a rep who said she would find out what's going on and call me back. That was 5 days ago. I still didn't receive the dining room table with chairs. What I did get is bad customer service.

Huge showroom with surprisingly good selection in all price ranges.

Sam Farah was great. We had just moved to Arizona and built a house. Sam worked with us for several weeks as we filled our home with furniture. Sam made sure to notify us on the ordered items and had it all ready to go on the delivery date. We will be back for all our home needs. Strongly recommend this place and be sure to ask for Sam as he will take care of you!

AFW is a great place to buy furniture with competitive pricing. However, the hilight of our experience was working with Sam. He was incredibly helpful, knowledgeable, friendly and honest. We had an issue with our delivery and he was supportive through the whole thing and in the end we are very happy. We will continue to work with Sam whenever we go to AFW. Highly recommend!

Han Dai was great! He was attentive to what we were looking for and showed us the models available. He was funny and personable! We really enjoyed our experience at AFW. Thanks Han Dai for helping us purchase the perfect couches.

Have bought a lot of things from various afw stores over the years. Their customer service warranty and replacement program is the absolute best. Compared to other furniture stores we’ve bought things at they are definitely the best around.

Like a museum of furniture, can be interesting to just walk around even. Better priced furniture than most places

Johnny was a great salesman. He knew his stock, he was attentive, and courteous. Strongly recommend him

Great furnitures at great prices.

Ordered 2 dressers online on 10/24. One was available immediately and the other stated online that it would be available 11/14. Once I paid for them the receipt showed that the back ordered dresser wouldn’t be available until 12/14. Big discrepancy!! When I went to pick up the available piece on 10/25 I asked the guy behind the counter why the 2 different dates and what one was correct and he stated, actually it will be here in 2 days. Ok great!! Then today 10/30 when I called to find out if it was available to be picked up the very short, rude, and condescending lady that answered the phone told me, ma’am it’s not available until mid December and I don’t know what you want me to do about it. Well, I would like an honest answer is what I would like. No one knows what’s going on there. Very poor customer service.

Had a great experience doing a walk through the warehouse and finding what we needed to furnish our new house. Caleb Berg was an amazing help in getting our large order processed quickly and efficiently, and very detailed…. I would highly recommend him as a sales associate.

Nice store

I talked to a few employees and was told AFW doesn't care about their receiving department. They over work them and under pay them, one of them gave me corporates number, Im going to be giving them a call, after the things I heard I think new management is needed, sounds like the ones they have now are incompetent

Best variety and showroom

Very happy with the service and I would highly recommend this company!

This was my first and last time ever shopping at this god forsaken place. The sales process was initially a happy one. My wife and I decided to spend a few hours shopping for new furniture and things to go into our new home. We secured financing and picked out a lovely couch and chase lounge after trying out many items. We set the delivery date and were on our way. That’s where the problems began. The day of delivery, we were given a window of 10:30am to 1pm. Of course they arrived at 12:45. Two young men got out of the truck and were not the friendliest. In hindsight, the unfriendliness, unwillingness to help, and off putting comments about my “pretty” but non fictional home left me a subtle but distinct taste of discrimination. Being as though I am a person of color. But hey, I could be wrong. Either way, as soon as they walked in, they immediately decided the furniture could not be carried up the stairs of my home, and after taking measurements and pictures, they quickly told me to call customer service so I could go and pick out a different set. Then they left without taking one piece of furniture out of the truck. I was very angry and rightly so. I had been moving for a week straight and had taken off of work just to have my furniture delivery denied. So I proceeded back to the store, only to be greeted by a somewhat condescending manager who was trying to passively shift the blame to my wife and I for picking out furniture without knowing the measurements of our new stairway. After a lengthy wait (45 minutes) he confirmed what the drivers documented, I then had to pick out another couch set and chair based off what the delivery people MIGHT be able to carry up a few stairs. After two hours, they finally swapped my order and politely told me I would have to wait another two days for a new delivery. Let us pray that these delivery people will actually try and bring my furniture in. 🙏🏾 Shop here at your own risk. For it is one I will never take again. ***UPDATE So after going through the store again, and picking out a couch that was “delivery friendly”, they swapped out the pieces and brought to my house two days later. And what do you know, the wedge piece to the sectional is on back order! I was told multiple times that this couch was in stock and could be delivered to my home. What the hell am I supposed to do with an incomplete couch that I paid for! This place is an absolute joke, STAY AWAY.

AFW great furniture at a great price

My experience started off well but didn’t continue that way. My husband and I spent 3 hours looking at furniture, paid the up front delivery fee in full , and thought that we would receive our desired furniture, but we were wrong. My husband took time off work to go to our new home where we requested the furniture to be delivered . The delivery drivers arrived towards the end of our promised delivery window. Then claimed they couldn’t get our furniture up the stairs as we live in a tri level townhome. Instead of them being respectful and apologetic about it they refused to even try and take the furniture off of the truck , made negative comments about our home and emphasized how disfunctional it was . Took pictures , told us to contact customer service and left . My husband then went back up to the store where he waited almost an hour for a manager to help him. And then the managers customer service was also questionable . We were told we had to pick out new furniture that accommodated their needs . I feel like we received this treatment because we were an African American couple and were being racially profiled specifically with the delivery drivers. I was going to purchase more furniture but that won’t be happening after this experience . I’m at a loss of words for the lack of good customer service we received . People who operate in integrity and work hard, like I do do not deserved to be treated with such a lack of respect and consideration. Especially in this economy when people work hard and consistently for their money. If you are thinking of purchasing here I would highly suggest that you consider going somewhere where customers are truly valued, respected , and cared for in the best professional way possible.

Jordan VERY helpful! Sold us on an oven & delivery 👍

Excelente lugar para amoblar el hogar

Edit: they reminded my delivery and set up fee abandoned exchanged the scratched hutch for another one. But that doesn't bring my dogs home. Not a call about that since I spoke to the manager a few days after it happened. They delivered some furniture. Scratched top of console table when putting hutch on it. Patio furniture- Didn't assemble it- why did I pay a delivery set up fee? Then they left the side gate open when they brought the patio furniture in and my dogs are gone. This is absolutely unacceptable. Also left trash cans out front of gate

Salesperson listened well Matched us with the furniture we were seeking. Exceeded expectations

Low pressure sales

Customer service is terrible. Warranty issues with things very clearly under manufactures warranty and they do not stand behind it. We have had multiple of their repair techs out to verify the issues and we do not hear anything back. Would not recommend giving this company your business.

Bad experience. Will take my $$$ to a store that honors warranty.

Doug, the manager, was very helpful when the desk I bought had a lighting feature that didn't work. He was much more helpful and expedient than AFW customer service

Ive bought here several times because I buy new every 5 years and this is my experience so far : - Its cheaper quality product - less expensive by thousands of dollars than places like The Dump or LayZBoy but quality sacrificed. -Stay away from any "synthetic leather" - my couch shed the plastic leather after 2 years. - They do NOT offer a Veterans discount because "its cheap furniture already so no discounts available" per sales employee. - Delivery fee plus a fee even to move a mattress out to the garage. $30 fee to take old mattress. - Delivery wasnt patient enough for me to even verify my receipt to the product. They dropped it off in my living room and left quicker than they when they came. - disabled Veteran

The prices are better than most and the service is good.

Buenos muebles. Excelente trato muy profesional de la srita Ariel

Mel was our salesman, he was awesome. We bought a mattress and adjustable base. There was a problem getting our base to the Gilbert location from Glendale in the time we were promised but, Crystal the front office manager and Mel resolved it quickly.

My girlfriend and I bought a $1300 dollar couch sectional and one of the sales people brought up a payment option that American Furniture provides and no financing. We sign up and never once was the 90 day buyout or 39 bi-weekly payments brought up.. we almost got scammed paying $4500 for a $1300 couch.. DO NOT DO THE PAYMENT PLAN ITS A SCAM. I had to take money from my savings and pay it all at once for the 90 day buyout options so I did not get hit with hundreds of dollars for “rental fees” we asked multiple times what the $4500 amount meant and we were told to IGNORE IT. Honestly this is the worst experience I’ve ever had and I’ve been a previous customer before. Saddening that they tried hiding what the process was truly about to get extra money into the companies pocket. Extremely deceiving sales tactics at this business.

$1200 bed frame with supports thinner than a #2 pencil. All they sell is garbage quality here.

Elias, Elias, Elias! An exceptional employee and an outstanding person who truly represents AFW in the best way possible! For years, my family and I have trusted AFW for all of our furniture needs, both for our rental properties and our home, thanks to Elias. Several years ago, we walked into AFW, not knowing we were about to meet someone who would transform our furniture buying experience. From that day forward, Elias has been our go-to guy. After that first sale, he gave us his work number, and ever since, any time we find something we need—whether online or in-store—I simply text him. His response is immediate, always giving us the information we need to make the process seamless and quick. Yesterday, my wife and three boys were at the store and found several things we wanted. As usual, I texted Elias, and even though he was on vacation, he called me within a minute. That’s just who he is—dedicated and always willing to help. He recommended his colleague Alvin, as they work together as a team, and we were in great hands! Alvin was just as professional, friendly, and never pushy, just like Elias. The level of service we received from both Elias and Alvin made our shopping experience even more enjoyable. I’ve been working with Elias for the past four years, and every single time, it’s been a pleasure. Kudos to AFW for cultivating such a positive work environment that your employees remain happy and loyal to the company for years. I can’t say enough good things about Elias and now Alvin. They’re both truly amazing at what they do! Because of them and the consistent quality of products, we will continue to choose AFW for all our future purchases.

On Sept 21, 2024 We purchased about $800 of items, no issues. However, I went to the snack bar at around 2pm and a lady with long dark hair and black rimmed glasses was the cashier. I witnessed her rudeness to a customer, where a female customer couldn't reach a bottled water and customer jumped and jumped, the cashier refused to help when asked and said to customer "you can get it!" when she was asked, cashier just sat there. I finally went over and got the bottled water for the customer. Later, my daughter and I went to the snack bar again on our way out. Same cashier, this time my daughter asked for a bag of chips which is further back than the bottled water, the cashier was asked politely if she could get the bag of chips, and the cashier responded with "you can get it!" than proceeded to sit back as she was on her personal phone, then cashier was asked again, she had an attitude and she did get the bag of chips. We couldn't believe how rude she was. Horrible attitude, and seemed unhappy at her job. Please hire someone kind, customers don't need to be treated like that. Next time we will bring our own snacks.

Bought a couch. Service was good. Store was clean!

Bought a table on 8/10/24. Salesman said we’d have the table by 9/12/24. Told today table won’t be in another month by end of October. We paid in full and have four chairs collecting dust at our house. Seems the salesman made commission based off of lies and promises. Contacted manager who blamed distributors for changing the date. Was not offered to exchange table or any type of help. Only told to keep waiting. Out 500 dollars, no table in site. Empty chairs in our home. So disappointing as we always shop here .

After purchasing thousands of $$$ from this company and being treated the way myself and my family have been treated after today when I came in to the warehouse for an exchange I will make sure not to ever come back again. Customer service is absolutely no good when it comes to needing help to swap out defective furniture nobody within the 1 yr manufacturer time frame ,in store nobody is willing to help and nobody is on the same page when it comes to customer service and conveniently managers are nowhere to be found..

Paid Advertising! That’s what they have on their walls with all the customer service awards. The worst customer service and product. I purchased furniture that started to fall apart and paint coming out after 4mo. I submitted a claim part of their procedure. So I can returned the items and Shay in returns and exchange gave me the biggest attitude like the furniture is coming out of her own house. Just because she wasn’t knowledgeable enough about the procedure. They made me Talked to “customer support” Laura well no support there just to tell me I have too resubmit the claim caused they don’t have anything on their end while I had a claim number send by them. Just a big waste of my time when it is an even exchange for furniture that is manufactured defect. I don’t recommend them at all save your money and time.

AWF is an awesome furniture store that has great prices and quality products. The people and staff there are helpful and informative. Caleb helped me with a return and it was easy and breezy. No hassle just very accommodating! I have made several purchases and people love my selections from AWF in Gilbert, AZ. I recommend this Gilbert location for the friendly service and large selection of excellent furniture. Great prices! Thanks again AWF from a happy and satisfied customer!

I have been to this place several times and I must say that in terms of quality it always exceeds my expectations.You get what you pay for. You can find furniture for any type of budget. The only thing I found lacking in this store was customer service, usually the people who had helped me were there simply to sell but on this last occasion I went here looking for a vanity and what was my surprise that the person who helped me was completely patient, friendly, and knew the business very well in general. If you are thinking of going here and getting good service in general, ask for Johnny Marovich and I assure you that your purchase will be pleasant. Thank you Johnny for your help, we'll be back soon.

We bought a very nice couch and eight-person kitchen table. Furniture seems quality and very nice. It was a shame and the same experience in the past when we bought a couch as well that we had to wait over 6 weeks just for our chairs to be delivered.

Eclectic and good selection

Purchased a new bedroom set and mattress. Was told by sales rep the mattress would arrive in about two days. Five days later, no call from AFW. Tried calling multiple times, selected the order desk, and it just rings. Their phone system finally hung up on me after literally 50-60 rings. Customers can't reach them. I don't accept 'we're really busy' as an excuse for not adequately staffing the phones. If I want order status, I'll have to drive to the store. Not good.

My wife and I were searching for a new couch. We looked at a number of different places in town. American Furniture Warehouse not only had the best selection but they had the best prices. And while we talked to a number of different sales reps over a period of two weeks while we were shopping, Dan Dan was the one that gave us the best information and helped us make a decision. We have made a number of purchases here. And while AFW may not be the best place for every furniture option one might need for their home, we're extremely happy with our new couch. The only downside was I feel was having to pay a crazy high fee when it came to the delivery charge.

Very rude coustomer service. Quote on quote "where rlse do you think you go for shoping" such a rude coustomer service.Took 6 months for shipping and after multiple calls. Before delivery added some more furniture and was added new delivery fee. Will never buy from these guys.

This is HUGE place, but still didn't have the sleeper sofa we needed. We needed one 77 inched wide or under in a full bed.

Decent prices. Lots of choices. Employees very helpful!

Very bad customer pick up. The guys are lazy, they don't want to work too much. Crazy!

I am extremely dissatisfied and disappointed with American Furniture. When we purchased furniture totaling over a few thousand dollars, we were assured by the salesperson that we would receive 12 months of interest-free financing. However, after eight months, we were unexpectedly charged interest on the purchase. Not to mention we were charged on the total loan we took out on the credit card for the furniture not just what we owed, which was never spoken about during the transaction. We owed only about $500 more and they charge us $500 in interest. I contacted customer service to resolve the issue and was informed that there was nothing they could do because the salesperson who made the promise was no longer with the company. Despite speaking with a manager, the response was unhelpful and dismissive. Given this experience, I cannot recommend American Furniture to anyone. The lack of follow-through and poor customer service has left me deeply frustrated. Additionally, we encountered a problem with one of our coffee tables not holding up in quality. When we sought help, we were told we would have to pay PER HOUR for the repairs and a $90 delivery fee just for them to pick up the item and another $90 just to drop it back off. In the contract it stated there was a one year warranty, WHICH WAS ANOTHER LIE. Given these issues, I cannot recommend American Furniture to anyone. We would gladly pay a little more for better customer service and higher-quality products.

I have bought many pieces from here the service and especially the quality have gone downhill. They used to just take care of any issues now it takes days for them to get back to you and they want to charge to come out and fix issues that should have never happened in the first place. My chair support broke on day two I am 3 hours away and did an 8 hr round trip just to pick up the furniture. Day one I was missing pillows which are supposed to ship out but have not yet and the holes for my screw in feet were not cut out so I had to handle that as well. After this most recent experience I can say I am done with AFW and will look elsewhere for better service and furniture. The reviews on google may certainly be padded due to the overwhelmingly negative reviews in other platforms. Buyers beware. As for my damaged furniture I will fix it myself as I have the tools and I am qualified I am sure they would likely do an unsatisfactory repair anyways.

Great products, great promises- spend a few grand there and they flop entirely on delivering intact products and fixing what they do wrong.

Lots of choices friendly staff no salesmen trying to force sales

Furniture is nice but the customer service is incredibly unprofessional they will just hang up on you if they don't want to help we have had to deal with them multiple times and it is almost impossible to get someone that is willing to do their job

bought my office chair 3 months ago and youd think I bought it 3 years ago.....

I bought a bed and couch from here not too long ago. Bed delivered with some cracks and defects however AFW did agree to replace and fix the issue. I bought an expensive couch with AFW and paid for delivery. Upon delivery I noted that there was a section that was faded and within the next few weeks I noted significant fading. I talked to AFW who informed me that I can it return but will have to incur a restocking fee and delivery fee again. Upon questioning why I would have to incur costs I was informed "well thats a manufacture issue and not our problem." Basically AFW will have no issue selling you low quality items and not correcting the issue.

Absolutely horrible customer service. They just know how to take your money and don't stand for their product. We had picked up several items from them and a dresser had some damage. My partner called them and they said they're going to send someone to fix, the guy showed up and looks at it and then tells me they're going to send us new drawers. A lady calls me right after and tells me I need to deal with manufacturer because it's been more than 30 days. I told her we called you weeks ago and how come nobody told us back then? the she proceeds to tells me that I caused the damage and I'm not welcome to shop there anymore. The amount of lies after lies they say to keep your money is incredible. Unprofessionalism, rudeness. The woman over the phone talked to me like I'm a child, I don't know maybe that's how she talks to anyone with a foreign accent. I am very unhappy with this business.

I have only ordered online with delivery and always received excellent service Recently, I called the store asking for assistance with an item I ordered, and the person who answered couldn't be more curt answering my question about whether a shelf inside a cabinet was visible through the cane door. He said "everyone sees color differently and you have to come into the store". Huh? my question wasn't about color! Anyone with vision can see a shelf through a cane door. It's visible in the photo online but online photos are not always accurate. What you see online may not be that glaringly apparent in real time. I figured if I called, a salesperson could take a look and answer. Nope! He was clearly bothered, reluctantly said when he was back on the floor he would take a photo of the item and text it to me, and never did. Not everyone who lives 10+ miles from AFW has the time to go in-store, and this is what customer service is about, helping the customer if you accept online orders! At least I know if the shelving is visible through the doors once delivered I can return the item, and suck up a 15% restocking fee. I work in customer service and always go above and beyond.... guess the person I spoke to didn't really care about his job.

Everyone was so helpful and thoughtful. Thank you

Bought a couch and loveseat. Delivery was fast and right on time.

I called customer service about an issue with a previous purchase. Jordan took care of my problem effortlessly. I've always liked AFW. I have made many purchases over the last five years Customer service always exceeds my expectations. Thank you Jordan. You made my life a bit easier