Sold me a very expensive cooling pillow that did not stay cool whatsoever. They would not allow me to exchange or return it. Awful customer service. Take your business anywhere else

When we placed our order, the sales associate guaranteed our table chairs delivery. But when the delivery guys came, they said the chairs were unavailable. Now my table chairs are delayed by 3/4 weeks. I’m frustrated that the sales associate gave us incorrect information.

2nd UPDATE.... I Have to call in the morning as the delivery guys told me they put sectionals together all day only they didn't put ours back in correctly. There is a missing bolt that didn't connect the piece of the sectional correctly and how they didn't see this after telling me they do this all day, I don't know. Hopefully we don't get a riff for asking for a bolt the sectional is missing. 🤦‍♀️ UPDATE!!! 1 star to 5 today AFW immediately took care of the piece of our defective sectional and replaced it today. They restored my faith in them and I'm so happy to have my beautiful sectional right. We have been customers for YEARS with AFW and we will continue to after they took care of this. Customer service is number one and they came through today. Thank you AFW for taking care of this so quickly. Very disappointed with the lack of care and how they didn't stand by their product AT ALL by American Furniture Warehouse. We bought it at the Lakewood location on Wadsworth Blvd. We bought a beautiful sectional but one piece is defective as it's wrinkled and not like the rest of the sectional. They told us we could stuff our own piece! When we got it delivered, we noticed the wrinkles But thought that maybe it was packaged tightly and decided to give it some time. The piece looks like it's been sat in for years when we just got it and the rest of the sectional has been used more. We were told we had a year warranty comes to find out it was a 30 day warranty. They picked up our piece twice and brought it back the same way. When they picked it up we were without part of our couch for over a week. But then it was returned to us looking the same. They said we can't do anything about it but if we would like to we could try to stuff it ourselves. And then they would give us a $50 credit for the store. I just want my couch to look the same I don't need a $50 credit! I am not sure why American Furniture Warehouse cannot replace one piece of this sectional to make it right. We have been customers for years and this by far is the worst I have been treated. The lack of care is just unbelievable. We have a defective piece and they will not stand by it. Buyer beware.

Good furniture for a great price!

Always awesome

Went in to buy some patio furniture. Rudest people ever up front just talking to each other and seemed overly bothered when we asked a question about the furniture, told us to find someone in a red shirt. Found someone in a red shirt, they said they had none in stock, said we are willing to buy the floor models at listed price and would not budge. Why sell things you don't have. Overall experience was awful will not be returning, which is sad because this is where we bought our daughters first bedroom set.

I drove from downtown Denver to this location and I found the perfect furniture.. my sales associate was very helpful.. I would most definitely recommend this particular American furniture Warehouse to my friends and family 🙂

They have electric mobility scooters which is awesome

Best prices and very nice, large showroom

Not impressed with selection of recliners.

Great furniture store

Ordered a couch. Company notified me they broke the couch loading up. I asked for a refund they said they started it. A week later I see a notification AFW is delivering the couch a week later on a not agreed on day. I call them up once again to properly cancel the order and get my refund. It was a headache.

I purchased a couch and paid for delivery, but when the delivery team arrived, they claimed it wouldn’t fit through my front door due to the space outside. They took a few quick measurements and didn’t make any further attempts. After measuring myself, I believe the couch could have fit if they had tried from a different angle. I’ve asked them for clarification on which measurements were problematic—though they mentioned width, it seems they were actually concerned about depth—but they haven’t responded. As a result, I had to request a full refund because I’m unsure how to proceed with my purchase. The customer service has been extremely disappointing, with no effort to resolve the issue, and now I have to wait three or more billing cycles to get my refund.

The have NO respect for their customers regarding delivery. They refuse to let customers pick a time for delivery unless the customer pays an extra $100 on top of the regular delivery fee.

I was so overwhelmed with online shopping that I decided to revisit AFW, in person. I knew what my list entailed but wanted to see the pieces in person. Being an overwhelmed shopper, my sales associate Gayle S helped me select pieces that fit my needs. She was patient with me, as I could tell she sensed my general anxiety. I got everything on my list and within budget! No tears!

Quick, helpful, communicative and well priced.

Huge

Just experienced delivery of a very expensive massage chair. The sales process and chair are great - the experience with delivery team was HORRIBLE. The first guy was fairly nice, but a shorter, bald one (that seemed to be the one in charge) was rude, rushed and disagreeable about every suggestion. I paid a LOT of money, and for delivery and set-up, yet this guy said it wouldn't fit or would be too difficult to fit anywhere other than in the middle of the main 2 rooms. He said they couldn't turn it around corners (in an upstairs room), but said they COULD turn a corner in a main floor doorway. Also, when we asked for them to verify it worked and review it with us (as we were told they would at the store) they said it would take 15 minutes to calibrate and "the instructions are on the side of the chair" and they left. The chair was ready to demo in less than 4 minutes - they just wanted to finish early for lunch, I'm sure. My son and I got the chair where we wanted it in about 20 minutes, and yes, it was heavy and difficult to do when we had to turn and tilt it, but that is PART of delivery. I should tell AFW they owe ME the $85 delivery fee. The 1 star is because this is something NOT made by American Furniture - so the only experience I had with them, other than paying (the salesperson was very nice as well), was delivery - if you can call it that, and the disagreeable delivery team.

In store customer service was great and furniture was delivered on time. That said, the person assembling my couch knowingly broke the couch and temporarily fixed it to make it look like it wasn’t damaged. It wasn’t until the next day that I sit on the couch and it collapses. I filed a claim but haven’t heard anything back since my initial submission of the pictures and I’m stuck with a broken couch that I just paid a lot of money for. I’ve been calling and emailing AFW and can’t get in touch with anyone that can give me any type of update. I would steer clear from this company in general.

Terrible experience, I picked a dresser and nightstand that were said to be in stock only for them to realize it was back ordered when I checked out and paid. After waiting the three weeks for the expected delivery date, AFW just pushed it back another month. I called today to try and get any info or a deal on something actually in stock, and nobody was able to answer my questions. It feels like they use cheap car dealership sales tactics to make the sale and get your money, but don’t care about you receiving your furniture.

Great prices!

These guys are great. Friendly helpful sales people, good prices, and very accommodating when we needed to do a return/exchange because the first item ended up not meeting our needs. We'll be shopping here again.

Jenny Y was the best associate I've worked with at American Furniture

Great store! Nice presentation, great prices. I love it!

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.

Place was clean staff is friendly good deals here.

We've gotten plenty of items at AFW. Our recent trip was fruitless. We were looking for a specific type of end table, but there were none to be had. AFW is still a great place to shop for furniture.

The best price isn't better than ordering from home depot. Pushy salesman

I was there with my wife to purchase abut $4000 worth of furniture and the manager was so rude and disrespectful because I was there with sports clothes I guess he didn’t treat us as a customer and he was like if you don’t want to buy , you can leave I did called the customer service and talked with Patrick who said he will follow up. And that was Sunday my day off so I won’t shop from this store anymore and I told all my family and friends DO NOT shop there because of the store manager didn’t have any manners. I spend my money somewhere they respect me and treat me like a customer. I could have pay for everything there but I ask about the financing and see if they have any 0% option. They said they do have and I did apply and the great this was I did get approved right there but I didn’t like the manager they way he approached me. So I don’t recommend this store at all because of him. And I have been shopping here for 15 years. Not any more 👎🏻👎🏻👎🏻👎🏻👎🏻

Good furniture prices

Very helpful and knowledgeable staff. I needed a couch for my apartment that my cats won't destroy and Lee has great recommendations. They also helped look at my floorplan and pick out the configuration. I am happy about the price and delivery within 48 hours was great.

Very helpful workers, they didn't have what we wanted in stock but found it at another store and helped us figure out which was closer

Very disappointed with my experience...i wanted to buy an office chair...i found one but it sure is hard to get help. In fact I felt like i was inconveniencing them. I get the chair and it was broken and they wanted me to come back to get another one. I was planning on buying some more furniture from here. But now sadly i am going to have to take my business elsewhere.i just do nt feel valued as a customer.

AVOID THIS STORE. THEY SELL BROKEN PRODUCTS... NOT A GOOD CONSUMER EXPERIENCE. They sold me a used, repackaged, BROKEN chair. Then they wanted me to come back to the store and waste my time getting a replacement. They didn't offer any kind of compensation for my TERRIBLE CONSUMER EXPERIENCE besides the offer of a free delivery to replace the chair... several days later. Don't waste your time with these people. **REPLY TO THEIR REPLY** Only about six month later, the replacement chair is broken. I tried to get some help from customer service, but they said they couldn't replace the broken chair because it was a replacement for the previous broken chair that they tried to resell... I'd call them some cheating liars. They offered to "send a technician" to look at the chair and "assess" what they could do for me. That equates to waiting around for hours for some guy to show up and do what... tighten some screws that are already tight? He's gonna waste my time and tell me there's nothing they can do. Once again, AVOID THIS STORE UNLESS YOU WANT TO GET RIPPED OFF.

Great looking furniture at s good price. Delivery team was awesome and very respectful of my place...

I like the no pressure salesman. They give you a chance to walk around and look before somebody's on top of you asking if you need

Ordering and delivery was all good, but screws keep falling out of the dining room table and chairs. They are all falling apart after 6 weeks.

Gale was so helpful in helping me pick the perfect couch for my new place. I am very indecisive and she ran laps around the store with me and showed me all the best options for what I was looking for. My family got to kick back in the massage chairs while Gale handled all my indecisiveness. Love the new couch too and the delivery guys were awesome too, definitely went above and beyond.

I was not happy that they sold me an item for full price and the next day we received a flyer that had this item on sale for $90 off. The item I purchased was bought during sale dated. In addition I hate that there is a 15% restocking fee if you want to return your purchase

My mom loves this place.

I bought a $1500 couch from them, upon delivery they "couldn't" get the couch inside even tho I've gotten larger furniture and couches in. I wasn't home but my wife was, she told them to leave it and I'll take care of it when I got home. They told her that they couldn't do that and charged me the shipping, taking it back, and restocking. I got my refund except for the failed delivery fee. You lost my business forever

I recently had the pleasure of experiencing exceptional service from the American Furniture Warehouse team. From the moment I placed my order for a new couch, their professionalism and attention to detail were evident. The delivery team went above and beyond to ensure the safe and timely arrival of my beautiful new furniture. Not only was the couch of excellent quality, but the delivery process was smooth and efficient. I highly recommend American Furniture Warehouse for their outstanding customer service and top-notch products. Thank you for making my furniture-buying experience a delight!

My boyfriend and I went here to buy a mattress and we found one that we liked. Then we were looking for someone who could help us but at that time we only saw one person working helping other customers so my boyfriend went out front to ask a lady if she could send someone to the mattress place to help us and she said sure but when we went back to the mattresses and waited about 10 more minutes but no one came to help us. We had to leave because we were there for more than half an hour and no one helped us. I don't know if they thought we didn't have money or what, but for whatever reason, we wasted our time there without buying anything and ended up with a bad experience.

Worst experience ever!!!! Bought a couch here and chose to pick it up since the sales woman said it was an easy install. She said it would come wrapped up and not in a box so it would fit in my SUV. When I arrived to pick up, first of all it came in a box so the sales person was wrong. They had to remove it from the box in order for it to fit in my SUV Well this caused the couch to get damaged as it had to be squeezed in to fit. Then I went to install the nails and there were no holes. I had to drill in holes myself. How is that considered an easy install??? The wood was so dense that it broke my drill bit and the feet of the couch are razor sharp and it sliced my thumb completely open and now I have permanent damage from this. I called to report the incident and it has been over a month and no one has reached out to me. Don't trust anything anyone says here. Everything I was told was all lies and quality of product is dangerous and now my working hand is forever damaged. Picture of where my thumb got sliced right at the tendon and of the feet of the couch how sharp it is.

Great prices and quality. Friendly and helpful, not pushy

Great Salespeople. Not pushy. I love their sales. And they have great prices on other decor items,

Second least favorite place after Ikea. By local these people don't care about you

Excellent customer service!

Great customer service, ask for Emilio A.

Absolutely horrible delivery service. If you cannot pick it up yourself, go somewhere else.

Extremely Uncomfortable! Box spring in Tremendously Loud, Very low to the ground. Something was different about the display model. I have not had a good night sleep since purchasing mid November.

This is a great place to buy a couch. The service is really great, we even got some tips on how to properly clean our couch. They’re happy to answer any of your questions and no one is super pushy when it comes to sales. We got a great deal on a sectional couch, they often have really great sales! We were able to have it delivered and assembled within days. The delivery crew was very helpful, fast, careful, and kind. Very happy with my purchase!

The chair itself that I bought is good, but I'm writing this review mostly for customer service. I had shopped in-store, but they were out of the color I wanted in an accent chair. The sales guy was nice enough, and placed an order for it to be shipped from another store in Colorado that had the chair in stock. However, when I drove out to the store for pick-up and took the box home, I discovered they had shipped the wrong color. I went through the exchange process over the phone and the lady placed another order for pick-up ensuring me they would deliver the correct color. Three days later, I drove out to the store yet again. This time though, the delivery service guy that helped me realized they had shipped the wrong color AGAIN. He thinks they (AFW) may have tagged the entire line of chairs wrong which is why I kept getting the wrong color. He was extremely nice, and inquired whether I could just take home the display chair instead (which is something they don't normally allow). However, I'm mostly giving this 2-star review because I felt I should be given money back since I took home the display chair, which was my ONLY source of action considering they kept shipping me the wrong color and weren't coming up with solutions to fix that. They claimed that display chairs are still in top quality condition, and conceded a $50 store credit. After taking the chair home and viewing the condition of the legs, I would argue otherwise. They are wobbly (even after trying to tighten the screws, and look slightly worn). I just left the entire process feeling deflated and felt that everyone who helped me at AFW (besides the lovely delivery guy - he was the best person I encountered) was not very helpful. I don't really ask for much, but a discount other than store credit would have been nice. Or at least a simple apology that an entire line of chairs was wrong, and that I drove out (30 min each way) to the store on three separate occasions.

Furniture

Not a well built piece of furniture in the place.

Wonderful. Kathleen Sturm was amazing, helpfully and so nice. Ask for her.

Awesome service excellent delivery !!! Will definitely shop here again salesperson was great .. delivery even put felt pads w/o my asking on furniture to save my wood floors & ease in moving .here in delivery window and fast .

Beware, I purchased a “new” queen sized mattress in July 2023 and outraged that from day 2 of sleeping on it, I found bed bug marks on my skin! I experimented and noticed that when I sleep on floor I’m fine for weeks, however, when I’m back sleeping on this mattress—-> there it goes again! Bed bug marks!!! Be very cautious! They’re making you pay the price for a “new” mattress when it’s actually USED!!!

Every time I go to AFW Westminster I get such great service… Nobody pressures me and the sales people know where everything is. Just recently Joe is who I worked with, and he was incredible… He took care of everything I needed just looking at pictures, wrote up the invoice, and got it all ready to go. Then later when I got home I realized I needed to make a change and I texted him and he took care of everything and emailed me the new receipt. The next day I went to have it loaded into my car and it was all ready to go. Easy Peezy! Thank you Joe!!

Absolutely worst customer service ever dealt with. I bought an office chair, picked it up and assembled it myself. The lift wasn't functioning properly and chair wouldn't stay Elevated, so I wanted to exchange it. These robber barons want me to pick up another one, re-assemble it after I already did that once. Refused to get me an assembled one or deliver it. Neither one. I'll never be back, screw these ppl.

You can't buy anything anymore in store went there to buy one chair The chair was sitting right in front of me but was told that I couldn't get it for 5 to 7 days which is ridiculous why not just make the chair come back to the warehouse or the showroom instead of making me wait it's so stupid customer service is not exist anymore it's ridiculous this place was horrible. Update. Someone from the company left to response on here. And I just want to say that I just got a sale ad for this past week in my mailbox and it states on the sale ad in stock take home today on in Big Bright letters. So how is it that you have to wait 5 days sir who entered my review of above but you want people to have you want people to have new stuff but you're saying that it's you could take it home today and it's in stock why are you false advertising? I'm specifically an end pointedly asking you a question about your sale ads they're saying something so far off then what you're saying so why is that?

We created a quote under my name for a couch and were excited to move forward. My name was not on the form of payment, so we had to put the couch under my fiancés account, which did not contain the original quote. The representative said she would transfer the quote over, and it would be no issue. She never told us that she switched the delivery address to her old address that was on her account. She never confirmed the address on account, and we never thought to confirm the address because she said she would transfer the same quote over. After we realised that the address was wrong, we called the store, and they were unwilling to change the quote over without physical mail saying we lived at our new location. We don't have mail there because it is a new home, and they said that there was nothing they could do. I am so confused about why they would rather deliver furniture to the wrong client, rather than having the issue resolved. Their prices are great, but their employees who represent the company have proven to us time after time that they could care less about the customer.

First off they got phone numbers mixed up. Everything was verified when I called customer service for a technician to come out. They sent email to my boyfriend instead of me. Then customer service calls him instead of me. Customer says on the notes that they tried to call me after they called boyfriend and got no answer and left me voice mail. NO THEY DIDN'T. Never got a call or voice mail. Not a happy camper

Emilio was extremely helpful and friendly making my shopping experience pleasant. Monica in management was also a big help so I would highly recommend shopping here!

A little bit of everything

No one asked us if we needed help, so we just left and ordered online.

Amazing service. Thanks for everything! We will definitely be back. From the floor to the front desk to the awesome warehouse team, you rule!

We are very happy with the whole experience. The showroom is very large with lots to look at. Katherine was great in answering questions and taking our order for the leather couch and loveseat. We had the seamless delivery only 2 days later. We have purchased several pieces of furniture etc. in the past from AFW and have always been pleased.

Had Lee H as our salesman. He was very thorough and attentive and an extremely kind gentleman. We thank him for his time and extra tips on furniture maintenance.

Matt is a great, kind salesman. He sold me a couch in 2021 and whilst the second bit of my sectional was delivered not in the state I would have expected, upon speaking with him and sending him images of this, the matter was quickly rectified.

Excellent customer service. Excited for our new couch being delivered tomorrow!

Decent prices

I worked for a non-profit, and we were able to secure funding to purchase a new bed for a very sweet 7-year-old boy, whose dad had fallen on tough times. I can't begin to tell you how excited he was to go and pick out something that he could truly call his own.... which is why I was horrified at how this saleswoman treated him. I mistakenly recommended we purchase the bed/accessories from AFW. I grew up coming here, and our family exclusively purchased beds, etc. from here. We walk in, and this little boy could not contain his excitement--smiling non-stop, saying "thank you" to everyone he encountered in the store... it was so sweet. Part of my job is to film the assistance we give to our clients. I opted to use my GoPro instead of my full camera set-up, and asked a manager if it was okay to document the family picking out a bed with the sales rep. He said yes. The saleswoman smiled and gushed and said things like "oh this is so great, I'm so happy to be part of this!" As soon as the manager was out of sight, the smile was gone--and she was AWFUL to this family. She treated them like dirt--talked down to the dad, was dismissive with the little boy, and even reprimanded the dad for encouraging his son to sit on the bed to decide whether it was comfortable enough.... all while other families are getting to test out the beds/furniture. The dad even turned to me at one point and said "I know we don't have much money, but she doesn't have to act like we don't belong here." She grew increasingly agitated the longer the child took to look at beds (god forbid) and then snapped at me for filming an interaction between her and the dad, testing out a bunk bed. The final straw for me was at the checkout when the little boy asked us why the "mean lady" didn't want him to get his bed, and said we didn't have to get a new bed if it upset her (it broke my heart hearing him say that). I cancelled the order on the spot, and took them to Furniture Row that same day. The staff at Furniture Row could not have been nicer or more accommodating. They truly saved the day and made this the special experience this family deserved. I instructed our non-profit to exclusively work with them moving forward. I did get a call back from one of the managers at AFW, apologizing. I'm not sure if he felt bad, or was just making a courtesy call--although I have a pretty good idea. Either way, that was the last time my family made a purchase there.

Debora was an amazing sales associate! I found everything I was looking for with her help. I’m planning on going back to purchase more soon.

MT helped us last week on our search for a couch. He was helpful, kind and provided an abundance of humor throughout the process. MT made couch shopping fun and I highly recommend connecting with him at the South Wads location if you’re on the furniture hunt.

Very helpful sales people all the good stuff is here u don't have to go to Thornton or american way to see a bigger selection.

Had a great salesman and so far we have only gotten half the order ..chair was damage when picked up cindy was great about getting another one scheduled .truck broke down and unable to get our chair...the window on delivery time should be past 5 pm. For normal working people...only live 9 miles from store and cant get chair till weekend ..there should be a back up plan when things happen...another truck or driver. What about what your customers have to do to get the day scheduled for a delivery or take time off ....everyone wants to apoligize but not take care of the issue.. i even talked to the manager. I told here when your house is being broke into or on fire there are no excuses you exspect reliable response and service.....she got defensive .and didnt understand the issue of when you say something you do it no excuses. We dont operate that way anymore....we just shoot the messenger.lower are standards.and become complacent instead of dealing with issues....and bring a fix to the table..we didnt use to be this way. .God help us. Time to get back to the basics .

Good selection, just make sure you are home for the delivery or they will charge you extra to re-deliver

My daughter moved to Lakewood on July 4th from South Carolina. I went to American Furniture to get her a few pieces for her apartment. I was helped by a salesman named, Michael. HE WAS EXCELLENT!! No BS at all. He was so helpful, honest and had us out of there in an hour because I knew what we needed/wanted. I would definitely recommend American Furniture and ask for Michael!!