Delivery team never called so we contacted for our scheduled delivery tomorrow Dec. 14, 2024. And found out our delivery was canceled by the store no reason no explanation. We had to argue to get our delivery this weekend. I feel we should be compensated for their mistake since now we are being inconvenienced for a second day, when all plans now had to be canceled for Sunday now as well. Again customer service is typical NONE. Further reviews to be added to Facebook, yelp, reddit etc.

They need more communication between their stores! There is good service but little communication. If it weren't for taking a photo of the display they had in another store, they wouldn't even know that the product existed. (I had to go to a store 30 minutes away and when I got there it wasn't what they had told me in this store)

I always have great experiences at AFW. Our salesman Abdullah was fantastic, he was super nice and fun to work with. I highly recommend working with him if you buy your furniture there. AFW is way better than Furniture Row because their furniture lasts and doesn't feel like flimsy junk. Love Abdullah and AFW! Five + stars

Extremely helpful and excellent variety of furniture

Had a middle age white guy man semi-bald look at us then blatantly ignore us while we were shopping but went out of his way to greet the other white gentleman to see what he needed. Vice us who were another ethnicity. It was blatant racism and id rather go to the other american warehouse down in parker. Its bigger and customer service is better. I wish i got his name to put him on blast but that was rude af. If youre not white male, dont bother coming here.

Great salespeople and good selection of items, but ridiculous delivery fee policy. We were told delivery begins at 7am which doesn't work in our condo building. We then had to pay an additional fee of $99 for them NOT to show up at 7am. Huh? Who made up that rule?

Sales associate John is kind and competent. Great value and style.

John was amazing!

Customer service here today was amazing!!! We came in with the intention of looking at a couch. Not only did we purchase a sectional but we got: 1 ottoman, 1 mattress, 2 different chairs, 2 lamps, 2 rugs, and 1 bed frame/headboard. And not only did the gentleman take the lamps apart so we could fit them in our cars, but he also carried it all out, put them in, and made sure they fit. 11/10 Thank you.

Worst experience! Went in for computer chair they had none at the location to assemble but had tons of floor models that they would not sell and no one seemed to even help me as they stood around just talking, you lost the customer.

11/01/24, 1:00pm License plate: CJC-155 One of AFW's drivers was tailgating me on I-70 westbound until we reached the I-225 SB exit. From there, the driver proceeded to cross a double solid white line into the furthest left lane without turning on their turn signals and exceeding the speed limit. This maniac driver could've killed someone with that enormous trailer. I cannot support a business knowing they employ reckless employees like this.

Customer service sucks, their lack of communication between employees cause customers to fight to get what they’ve paid for, and the employees will get upset when we keep on bugging them on getting your stuff that you’ve paid for, and Wendell Scott, Zack Seaburn is the worst, I hope I never cross path with him again. That was my first time dealing with them, and will be my last. Wish I could’ve given them a -0.

Walked in to the Aurora store, found two chairs we were looking for, bought them and were back in our car in 20 minutes! Great service!! Thanks

Buenos precios y cosas lujosas

Pides muebles y te dicen que no estan disponibles asta una semana y piensas solo es una semana pero en realidad se tardan semanas en llegar.

Not all happy with customer service and lack of correct communication. First of all service was a freaking joke when we walked into the store. Sales man was an ass. Everything i asked him he laughed at me and basically said no to Everything I asked. Piss pour service. Had my furniture delivered. They said they would call me with a 4 or 5 hour delivery window. We'll that didn't happen. They just showed up at my door at 830am thankfully I was here. Not at all happy with the service.

Very racist with Latinos, I had documents for a credit that they approved and they didn't want to give me the accessories. Having my documents in Rules

Very discriminatory people, they do not explain the information well. I do not recommend Hispanics/Latinos to visit this place.

First bedroom piece was delivered broken so I had to order a new one, in the meantime I had all the carpet replaced, I asked the delivery staff to put on carpet protection booties that I supplied and they blatantly said no. You don’t just go into someone’s house with your nasty shoes and destroy personal property. The company should; number one provide their own protection equipment and use it. You go into someone’s house, you follow their rules, obviously they were raised in a barn. Rude disrespectful. Furniture is mediocre quality, not very sturdy. Afw- did you read what I wrote? They refused to wear the floor protection.

Завышены цены

Excelente

Steve, you are awesome. Thank you for your knowledge and support. I can’t wait til we come back to see you and make the final choice. You were so helpful.

What a truly terrible company. Every piece of furniture I’ve gotten from this place has fallen apart so fast. Recently made the mistake of giving them another shot by purchasing a couple of couches. After having the couches for one week, we decided to call to return because they were unbelievably uncomfortable. Nothing like the show room floor, and we’re already tearing apart. Upon having a tech come out, we were told there would be a restocking fee, costing us nearly $300 for our mistake of choosing AFW. We were told that the furniture was in an unacceptable state to return!! We had sat him these couches for a few nights only. AFW directly told us their garbage quality furniture wasn’t ACCEPTABLE TO SELL! Unbelievable. At this point I strongly believe this company is a total fraud. Terrible, nasty lady that answered the call was a nightmare to deal with. Not to mention the movers destroyed our screen door moving the furniture in. Just avoid this place.

Their computer phone will not transfer you over to an operator it keeps saying press one press four press two and never gets any further than press one press four press two I tried calling corporate office it will not answer the phone it does the same thing the delivery service will drop it off will not put it together you just have no recourse with this company furniture Warehouse is the worst company you can go to I am contacting better bureau better Business bureau and I'm contacting FCC

The couches the sale are made with paper. They are a total waste of money! They broke within the first few weeks, they were going to make me pay to have them come out! Do not purchase a couch from here!

Edited: After a response from American Furniture Warehouse on this review, I e-mailed the address they provided as they requested. It's been three weeks and I've had no response. I was truly hoping they wanted to work to try to make this situation right. Disappointed. Yesterday I bought a 5'X8' rug at the American Furniture Warehouse in Aurora. I was told when I made the purchase that I had 48 hours to return the rug if needed. When I got the rug home, I loved it except that it was a bit small for my space. I wondered if there was a larger rug in the same pattern. Today after work, I went back to the store to see if they had the same rug in a larger size. I was told they didn't have one in this location but they could get one from a neighboring store in 2 days. I was told I needed to bring the purchased rug in to the store before they could order the larger one. A couple hours later, I returned with the rug and the cardboard paper that shows the picture of the rug and has a barcode on it. When I arrived I was asked for the barcode. I showed the barcode on the cardboard with the rug picture and was told this was not the right barcode. It was apparently on the plastic wrap that I cut with scissors and threw away. I was then told that there would be a 20% fee if I did not have the barcode. The young man who told me this looked back at a female employee as if to ask if this was correct. Her response was that yes, and this is why they tell people to bring back all of the packing when making a return. I was not told this when I made the purchase or when I was in the store earlier today, but did bring back the item I thought might be needed to make the exchange to purchase the larger rug. I'm not sure why they tried to make it so hard for me to spend twice as much money on a larger rug! When I brought the rug home yesterday I used scissors to cut the plastic wrapping into several pieces and then balled it up and threw it in my outside garbage that includes food and pet waste. I was not going to dig into the outside garbage to retrieve the "right" barcode and ended up bringing the smaller rug home to keep. It's too bad the store employees were not interested in being flexible over a dirty piece of plastic instead of trying to make a larger sale and keep a good customer. So disappointed.

We were assisted with great help from Isiah. I couldn’t have appreciated him more for being so patient and finding us the most perfect couch and coffee table for our new home. He looked into all the options we had in terms of colors, materials, affordable prices, and etc. Thank you so much. The service was very fast.

Store did an amazing job helping out but I recently purchased a couch from American Furniture Warehouse to surprise my mom. I even took a day off from work to ensure the delivery went smoothly. However, I was disappointed to find that the couch arrived damaged. Now, I won’t have the opportunity to surprise my mom as planned, and I’m unable to take another day off work to resolve this issue. While I understand that accidents can happen, I am very disappointed that a company of your stature did not perform a quality check before loading the truck.

+ Clean + Location - Service - Inventory They don't have a lot of inventory so although there's free transfer, you don't get to see a lot of selection prior to purchasing. In addition, they were okay with having a small dog in the cart at first but after a few uncontrolled barks, they told us we were scaring the other customers. This was entirely possible but the showroom was not busy, there was only about 1 or 2 people within 50 feet of us at any given time, and when there was, they actually came up to the dog and interacted with her. So the claims were meritless. If you're going to shop AFW go to a different location.

I'm so disgusted with the lack of service for repair work required on my leather recliner sofa. The process started with a representative coming out to evaluate the issue. After waiting for the part to be ordered and the tech to come out. I was informed it was the wrong part. Furious that I took off work for this and now I was going to have to miss more work, I contacted customer service and they gave me $100 in store credit. So, the second order of parts comes in and another tech comes out only to inform me that the recliner has to go to the warehouse to complete the repair as it has to be glued into the frame. This repair was/ is taking 5 visits! I have to take off work yet AGAIN and when I spoke to the customer service rep she was very condescending in her attempt to comprehend the MANY trip inconvenience s , time of work and overall unnecessary issues related as it could have been communicated from the very first trip that the recliner had to go back to the warehouse to complete the repair. I do NOT recommend the service end of AFW. This is just ridiculous!

These people are the worst and it must be becuase it aurora location. Do thornton! So much better. They are not helpful at all here. They do not update info when YOU TELL THEM. They are rude. They talk back. And act like your an inconvenience. You have a job becuase customers come and buy furniture here. If it weren't for customers you would be jobless. I worked in Customer service my whole life and something I cannot stand is rude people. This generation of people is gonna make The U.S fail. Do your job. Treat people with respect! But let me tell you this is seriously the worst location. They did owe me money back from a refund. Gave me the run around. Gave them the updated adress over 10 times! and still sent the check to an adress I lived 6 years ago! How is that possible. They stole money from me and kept it! I am done with the horrific place.

I just went to shipping dock to get some mattresses but the guy there was very professional and brought me my products quickly.

Good stuff in here

Great service, nice furniture. Thanks John Hoffman!

Delivery was on time and very efficient! Sofa looks great!

This place has about the worst customer service imaginable. It’s pretty obvious that once they have your money they don’t care. I’ll pay more elsewhere do deal with people who at least act like they care.

I bought furniture from this place for my apartment and they gave me a time for it to arrive. When they arrived, they told me that the place could not allow the furniture to enter and it might be damaged. I told him, “Did you try?” He said, “No, I saw it with my own eyes. It went away. I am the responsible person. His name is I think (Jim). I saw him speaking in a somewhat racist manner, and I told him that your employees did not In their duty, he said, “No, they did the best they could.” I told him, “Did they try entering the furniture?” He said, I don’t know I told him how you said that and you are never see he said Iam sorry I hope this company with the big name chooses the employees and chooses the official correctly.”

An employee hovered around us the entire time we were shopping. He must have asked atleast 6 times if we needed help and we told him we were just browsing and fine. He approached us while we were together and also continued to harass us individually if we were looking at different things. We felt absolutely harassed by this employee. The one thing that solidified our choice to avoid furniture here is the amount of bugs we saw. In no less than three different locations, there were bugs crawling around furniture.

Purchased a couch April 2024. Leg broke the next month. American Furniture Warehouse refused to take any responsibility or exchange couch because of a small amount of pet damage. Will never shop there again.

Abdullah was great at helping turn a stressful furniture shopping trip into a focused, easy to navigate experience. His service made a complete difference between American Furniture Warehouse and other furniture stores. If it wasn't for him I probably would not have stayed long and ended up finding exactly what was needed.

I change my mind made another selection. AFW get it together and refund my money ..

One of the best furniture and great service team thank you

Recently, I visited American Furniture Warehouse to return a plant. Upon entering, I asked an employee where I could return the product, showing him the receipt, and was directed to the pickup point in the back. However, upon arriving there, another employee informed me that returns should be made at the front. Having to drive back to the front, I brought the plant inside this time. I explained to the same person that I had been directed to return the product at the front, and he directed me to another employee named Jeni. I presented my receipt to Jeni and explained that I was there for a return. After scanning the barcode, she asked me to pay, despite my insistence that I was there for a return. When I mentioned this to her, she turned to his employee for confirmation, asking if he had seen me bring the plant inside, but he seemed unsure. After consulting with her manager and reviewing security footage, it was confirmed that I had indeed brought the plant in for return. The confusion and lack of clarity in the return process left me disappointed with the customer service experience. In addition to this plant, we had purchased almost $2500 worth of furniture from them. However, due to this incident, we won't be making any more purchases from them.

Good great salesman

Everyone I ran into at the store was tremendously helpful. They did their best to work with me and bring my ideas to life. They made my purchase options as clear as possible, and everything ran smoothly. The delivery service workers were also a great deal of help, and they made me feel confident in my purchase. Nothing broken, no concerns, and no uneasiness. They greeted me, asked about the layout I had planned for my purchase, and worked efficiently while still keeping polite conversations. I am satisfied.

Don't return items or you will have to deal with a terribly antiquated and rude customer service. The sales associate in the store was incredibly kind and helpful but whatever you do avoid their customer service line.

Horrible! Try to avoid this company.

So much variety. Wonderful experience. Bought a sectional and a dinner table set. Very happy with the quality and service.

Had to return a lamp that stopped working. I tried to just have the piece of the lamp that broke, replaced. We couldn’t because the lamp was no longer available. Per customer service, they told us to return to the store and do an exchange. We went to the store, and the greeter of the store was absolutely rude on more than one occasion. She was appalled that we would bring back a broken lamp through the front door. Apparently we were supposed to return to the warehouse in the back of the store. No one ever indicated that. I decided to take the lamp to the back and give my dad time walking the showroom looking for the replacement. She proceeds to get rude a few more times with my dad. I get back in the store, find the one we want and ask for help. The salesman directed us to the front of the store. We go to the front to be told to find “someone in red”. My point is, the lack of communication, help, combined with the rude attitude of a store greeter did not sit well. Thousands of dollars spent to be treated like we were a problem. Absolutely will rate this a 2/10.

Got a great new sofa and they really helped us out with the selection. Ask for Osar he is the best sales guy!!

Me and my wife went on the hunt for a furniture accessory and found exactly what we were looking for from a large selection

Nice recliners!

Great furniture, great prices, easy delivery, they set up everything for you! I bought a couch and a shelf and they are beautiful pieces! So awesome I love AFW!

I finally found the furniture that I needed and also the perfect mattress

From the moment we entered the store, purchased our new couch and recliner and then with delivery, we are so pleased with the entire experience.

Love my furniture but no one even stopped and helped me on the floor. So the service was lacking.

The staff is friendly and very helpful. Kelead knew exactly what I was looking for and was glad to show us around. We were in and out in no time. Thank you for your great customer service, Kelead.

I found the sofa I was looking for, but it was too deep

The bed is trash customer service even worst. I purchased the North Shore King Sleigh Bed about 4 months ago the paint started to peeling off the footboard. I reached out to customer service, they put the blame on me and refused to do the repair. they were more interested to charge me $300 to do the repair. Save your money and spend where they appreciate you more. Worst retail business to deal with.

Excellent UNLESS you have an issue. We ordered a two couches and an ottoman (we’ve also shopped with them on other occasions) and the ottoman came broken. And we realized how cheaply made it was, so we politely let customer service know that it came damaged and we no longer wanted it. What a nightmare. Their customer service is incredibly rude. What a shame. We were furnishing our entire home with AFW - we’re going to stop here at 2 couches and the ottoman. Not worth the risk of damaged product and then fighting to replace it.

I recently had an unfortunate experience with American Furniture when I decided to return a chair I had purchased. Despite returning the item well within the 30-day return window, the process was far from smooth or customer-friendly. Firstly, I was taken aback by the unexpected 15% restocking fee that was deducted from my refund. This charge was not clearly communicated at the time of purchase, which I believe is an unfair practice and not in line with transparent customer service. Moreover, the behavior of the staff member handling my return was disappointing. The individual was discourteous and seemed uninterested in assisting me or addressing my concerns. This kind of interaction is not something I would expect from a reputable company and certainly not something that encourages repeat business. Overall, my experience was marked by hidden charges and poor customer service, making it unlikely that I will shop with American Furniture again. I hope this feedback prompts a reassessment of your return policies and staff training to improve future customer interactions.

Great Value!!! Awesome furniture with styles fitting any room.

Greater

I have NEVER had a worse experience trying to buy furniture! Although the sales staff was nice - but did fail to ask necessary questions about delivery after I informed her that the product would need to be delivered via an elevator- the customer service, delivery, and quality of the product were so poor that i would give ZERO stars if that was an option! I purchased an end table that i took home that day, and had a matching coffee table and a sleeper sofa due for delivery at the end of the week. Strike one: the directions for assembly of the coffee table were TERRIBLE. They were so bad that i went to the store the day before the delivery was due to cancel the coffee table (also a “customer must assemble” project). I was informed that the store could not help me with this; i needed to call customer service. A wasted trip - in Denver traffic! I was told the coffee table had already been loaded on the delivery truck, but they “generously” (their view, not mine!) would not charge me the 15% restock fee because the coffee table was still in its box. Strike two: I received a text saying that the sofa would be delivered the next day, in a 2.5 hour window. I waited patiently throughout the window, and called afterwards to find out when the sofa would be delivered. I was informed that there had been a “miscommunication” somewhere between Customer Service (who canceled the coffee table) and delivery (who apparently assumed that it was the ENTIRE order that had been cancelled). I asked them to bring me the sofa at the end of the day, and was disgusted to hear that the sofa had been REMOVED from the truck (after i had been told the coffee table could not be cancelled immediately because it was already on the truck). I was informed that I could get the sofa the next day - but they refused to provide a delivery window- IF it fit in the elevator. THAT issue should have been mentioned when i purchased the sofa and provided DETAILED instructions about delivery. Strike three: i made ANOTHER trip to the store to measure the sofa and decide if i was willing to put up with another wasted day for a possibly failed delivery attempt. It turned out that the “queen size” mattress was listed as 72” - when a TRUE queen size is 80” long - and the mattress measured only 69”! THAT would not be acceptable for my 6-foot tall visitors! Disgusted with the poor customer service, horrible assembly instructions (for the end table ), and inaccurate and misleading dimension information on the mattress, I cancelled the ENTIRE order. Strike FOUR: THEN they woke me up on the morning of the “we won’t give you a window for delivery other than ‘Saturday’ “ day - to discuss when the sofa would be delivered! NOBODY deserves FOUR strikes! Do NOT attempt to do business with this organization! You will be TERRIBLY disappointed! Strike three:

This has nothing to do with the store itself in terms of merchandise but in regard to hiring and understanding of predicaments that happen I would have to rate this place to zero but there's no option The hiring manager Jim is a gentleman I really enjoyed speaking with them and he's a great guy unfortunately two days in a row I had an issue that was out of my control One my cat bit my 2-year-old son in the face and his cheek I had to go to the emergency room in which I have documentation and paperwork that I offer to give to him he said it's okay look at the weather today snowstorm got into an accident give him a call after we call the police and he told me that I no longer have the job If you can't understand these vital points how do you care about your employees