American Furniture Warehouse

Reviews

• TS

  Trey Smith

  4 days ago
  2.0
  Our experiences working with Josh and Destiny attempting to solve a customer service issue were extremely unpleasant and unproductive. We have purchased over $4,000 worth of furniture over the past month, to be delivered on the same day, including a bedroom set. We were told that despite being special order, that all pieces would be delivered on the same day and received no contrary information over the following 3 weeks notifying us of any change in delivery status. During the delivery of the other furniture, we were informed that our nightstands were not available. After speaking with delivery drivers and customer service we were told multiple different time frames and offered a $100 credit as compensation. Our attempt to speak with Josh to see what options were available for a new possible bed set and slight offsetting cost if there was a reasonable price difference, was met with indifference, no empathy, apology, or attempt to help. We were told it would be delivered in 2 weeks. We eventually talked with Destiny who initially kindly offered to keep an eye on the order and notify us if it becomes available sooner, which Josh did not offer. After speaking with them again, we were told it would be 3 weeks for an estimated delivery of 11/6. When asked why Josh did not offer us help but Destiny did, Josh avoided answering and both Josh and Destiny told us that our receipt did say special order at the time of purchase as a way to express that we should have known that our items might not be delivered, despite them both acknowledging that our initial salesman did not notate that our delivery could change or tell us at any point that it would not be delivered on the day he told us.
• TT

  Taryn

  Oct 26, 2025
  5.0
  Kim was great and helped us from start to finish! She was knowledgable on products and had good tips while we were making our decision. No pressure to buy anything or trying to upsell us on other products. Thank you!
• JM

  Jennifer Moore

  Oct 21, 2025
  5.0
  Ms Cari Claycomb is absolutely wonderful! I worked with her twice. With a purchase of couch, loveseat and recliner. The recliner was on back order and she communicated the entire process. I then needed to exchange the couch and loveseat as I didnt like how it was hard to get out of and she was so understanding and found us a great match for us again! I will go back to her with more furniture upgrades!
• AS

  Alec Sterling

  Oct 9, 2025
  2.0
  Everything I have ever purchased here is broken or damaged on arrival. They always seem to make it right, but its always 3 trips to the store. 1 to see it and order it. 1 to pick it up. 1 to exchange it for one that isnt broken. Recently ordered a storage bench, the screws were pulled from the hinge out of the box. Same order, a TV console table with damage to the top and 'rustic' scuffs from some guy handsanding through the finish in the factory it was made in. Their floor model was not that 'rustic'. Last item of that order was an entry table, came with a broken foot. I came back to the business because the last order I did was many years ago. The desk I ordered has stood up to a few moves and still looks great... but again, when I ordered that desk it was the same story. The original desk was damaged right out of the box. If you are OK purchasing from a company that seemingly accepts damaged returns and puts them right back in the top of the order pile, this is the place to order from. If you can get things to actually arrive in good shape, it seems to look nice and last for a while... but it seems like they would rather spend money on everything except better packaging, or better quality control.
• LH

  Lavelle Holloway

  Sep 26, 2025
  1.0
  I have brought stuff from AFW for a long time and didn’t think I would say this but after this last experience I’m thinking about finding another outlet. The showroom is fine and the person (Stacy) who helped me buy everything was amazing. BUT this delivery system is the most out of date experience I have ever had and hung up on multiple representatives so I didn’t say anything harsh. How do I receive a call at 1630 hours and when I call back less than 24 hours to schedule my appointment, the one day I was available already full? This is after they left a message stating that I had first choice considering I had to wait 2 weeks after my first order. So fine I made adjustments and called back for another day so I can just pick them up myself and eat the delivery cost. My items were STILL in Denver and they were not going to send them down for at least another week but they could deliver them sooner than I could pick them up in Colo Springs? The sales person then proceeded to tell me that my items were “reserved” for someone else unless I set up delivery soon. How does that work? Tell me how that makes sense. I paid for delivery and I can’t get them delivered until almost 2 weeks AFTER my other stuff arrived. Also, why can I not pick a time that works for me? You guys give people a 3 hour window most times and that’s insane. People work normal and unnormal hours and you expect people to sit around all day and wait. Oh and you have to sign for it so you have to be home so you can’t just have it dropped off. We are honestly reconsidering ever going back because of this experience, if I can’t get a day that works for the person paying for then I should at least be able to pick the time. Worst experience with this place I’ve ever had. Only giving 2 stars cause the sales person was amazing with me and my family. Edited to include pictures for the customer service rep who responded to my survey. Second and last edit: Attached more pics of the amazing customer service you guys offer and I updated the rating. How about you guys not send out feedback and then get upset at the customer because you don’t like the answer. The sales rep and the delivery people were amazing and helpful, that is the only positive from this experience