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We ordered a bed, two nightstands, dresser and bureau. Delivery came. NOTE we had BRAND NEW BAMBOO Floors installed. There was no furniture in the room. All had been removed prior to floor install. They were the more careful team. The furniture lacquer was SO STRONG that we were unable to sleep in the room for over a week. After having just gone through renovations we were tired. We had to leave door to bedroom deck and windows open daily. Even when my contractor came by a week later HE smelled the lacquer. The salesman forgot to order the bedsprings. We noticed the slats that go across were too short. They fell at the slightest touch. They sent another crew to deliver slats.
I nicely ask to not push the bed over the floors. I also asked them to close the front door because we have pets. They left the door open. They brought side rails despite my saying they're not needed and wooden slats. They pushed the bed across the floor. They dragged the wooden slats and side rails across the floor. Scratching the steps and the floor by the front of the bed. They said the side rails were put on backwards and thus the reason the slats didn't fit. Fine. We have to order bedsprings and pay delivery twice now. Those guys come and bring a torn bedspring. I noticed it after they left. They had also charged us $20 to bring our new mattress box upstairs. They also broke a curtain rod with glass finials. Didn't say a word. I call again. New guys come and bring another box spring. I have now filed two damage claims.
American Furniture promptly paid $55 including the $20 for the curtain rod but wouldn't refund the delivery fee. A month goes by about the first and most important claim. I get a call from Cody whom I never talked to before. He says I can either have two techs fix my floors or get my delivery fee back. There is no proof the delivery guys scratched the floor. I said that is unacceptable. Cody couldn't tell how they were going to repair my lots and said they would let me know after the techs arrived. I wasn't feeling that.
I saved for three years to put hardwood not laminate on my house. Four bad experiences and they can't fix my floors and refund $102. I spent almost $3000 with them. Had to pay delivery twice. Cody shouted over me. I asked him to not interrupt me. He said I had done it to him. Well I am the customer who has been pretty nice up to this point. I am not playing tit for tat. Now I'm mad. Cody insisted he had no boss and despite he could only say no, there isn't anyone to say yes. I WILL NEVER SHOP WITH THEM AGAIN. EVER. EVER. EVER.
Called extended warranty and not covered due to “wear and tear”. Did my own research and found out that the flex steel sectional I paid 3365.00 for is low end product made in China. They use a fabric and somehow “bond” a paint like leather substance to it. Then they put tags on it that state “genuine” leather. This bonded material is cracking and peeling off. Initially, American Furniture came out and inspected. They then dealt with Flex steel. The fabric was replaced on worst chair. Now, two years later every piece in my sectional is peeling and cracking. Called American Furniture and they refuse to help in any way other than to refer me to Flex steel. I contacted them two years ago and never received any communication. I feel that American Furniture sold this knowing it was fraudulently labeled as leather.
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I have purchased living room set on 10/03/2019. Was told that items are in stock and will be delivered 10/10/2019. After taking a day off from work and waiting all day I called to ask where my furniture is. Christine at customer service asked if I received call with window time. When I responded with negative answer she told me that ottoman is in Arizona and I might get delivery 10/24/2019 if all items are there. She was rude and obnoxious. It sounded like I was supposed to know that this is the way it works. I got rid of my old furniture to make room for new furniture, have guests from out of town and we are sitting on a floor. In my life I have never been hung out to dry like this. I will never buy anything from this outfit again and will make sure my friends, family and people I know will not either. John
Buying things from them is not so bad. Save yourself the trouble of having it delivered. It won't happen. Two calls to customer service day of delivery. First was to find out why they had not shown up with first delivery window, I was told due to snow from the day before, it would be later. The second call was to find out why they had not shown up during the second delivery window. I was told that they had tried to call and there was no answer. My cell has been in my pocket so I could receive the call. While I am on the phone with them getting this information, my phone beeps through. Someone else from their department was leaving me a message saying they had knocked on my door and there was no answer, so I have to reschedule. There is a person sitting in my living room right next to the door and that never happened. Their delivery department and customer service and worthless and liars. Do not trust them to give a damn about you.
Had to call on the lift chair again, the arm re-broke, same problem as before yet they won't fix it claiming I put too much pressure on the arm. Caution: don't touch the arms or they cave in... Now, the seat feels as if it's sliding off the chair when you engage the lift function (the reason you bought a lift chair). They say they'll fix the seat but I will be out of the chair for a number of days and there will be no loaner chair which means I will be stuck in a wheelchair for days while they take it away for repairs and bring it back. HUGE INCONVENIENCE since I can't get out of the couch or regular chairs. My back will be hurting from the wheelchair more than I can even imagine but they don't seem to be concerned. Very poor quality furniture. Most likely reflected in the rest of their inventory as well, very poor customer service.
We purchased what was supposed to be a genuine leather living room set. After just a couple of months we noticed cracks around the cushions. We attempted to get it repaired but were told it’s “normal wear and tear.” It turns out that all the trim is actually bonded leather. It might as well be plastic. Fast forward two years. It’s so horribly cracked that the white material underneath is showing all around every cushion. We are ready to buy new furniture and it certainly won’t be from AFW.
From day one, the mattress felt like a "used" mattress (sagging, bulging). I continued to feel the mattress was inferior and did nothing about it. It has been over a year, maybe longer and I'm sure I cannot get any type of confirmation that I purchased a poor quality product from American Furniture. I have never in over 56 years had such a terrible mattress. Don't buy one and if you do, return it the minute you feel you have a poor quality mattress and by all means save all your receipts of purchase.
Purchased a 2 pc. sectional in February of last year. Protection plan was included. Was told that it covers rips and stains. That's the only reason I purchased it. Called today to file claim because of rips and stains and they told me that my request were outside of the guidelines. I requested a brand new sofa was not able to be repaired. They refused my request!!! I am very upset and will NEVER do business with them ever again. I will be calling their corporate office tomorrow to get my new living room. I paid for it. I could've saved my 99.99 dollars...
We purchased two recliners from this store on 12/22/1015. We also purchased their Premium Plus warranty plan for $149.00. We gave this place a total of $1052.19. After about a year and a half the vinyl recliner started to crack up on one arm. We were told by the salesman that if we had any problems, the chairs would be repaired or replace. A call to Guardian Protection Products Inc was a waste of time. They said it was not covered because it was not an accident. We got a refund of $101.48 for the remainder of coverage, since it was WORTHLESS! POOR QUALITY AND NO PROTECTION!
This delivery service has made me rethink ever purchasing furniture from this company. We selected to have an afternoon (2-5) delivery in the hopes that my husband would be there to assist and remove our old couches however the driver called me mid-morning wanting to do the deliver way before 2 pm. I advised that no one was home and we needed him to wait for afternoon. It sounded as if he was trying to go home early. At 1:30 I got a call that they were already there and that they would not move the other couches into my daughter's room as instructed. All in all I was hoping to experience better customer service for the delivery after paying for it.
American Furniture Galleries Company Information
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- American Furniture Galleries
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