Complaint Review: American Furniture Warehouse

I am writing this to notify anyone that plans on purchasing furniture from American Furniture Warehouse to be aware, they have no return policy, horrible customer service and sell defective low quality furniture. My husband and I purchased a sofa set in May of 2008.

One month later in June the back was not supporting and the whole thing caves in. I called and said I wanted to return it. Oh no they will send someone out to assess it and then they will repair it, they came out and supposedly fixed it then a another month later it was a lumpy and bumpy, I called again and requested to return it, No they will have to come out and assess it again, so we try again they come out and put more stuffing in the sofa. It was fine for a little while and then now again is all lumpy.

I called again, same old story they have to come out and assess it. They came out and said it did not have adhesive on the strip when they repaired it last time and now need to order parts from the manufacturer to fix it. The parts can take up to 6-8 weeks to arrive then they will repair it. SO I call again and speak with customer service which by the way "Everyone who answers the phone in customer service is a manager" I spoke with Heidi who was RUDE when I asked what the return policy was she asked me if I had my receipt, I said yes she said "well read it". I told her Im at work its not with me cant you just tell me what it is? She would not answer me then finally told me it is "Reality Based" so basically once you buy it your stuck with it even if it is defective.

She would not give me a managers name then transferred me to Sarah, (another customer service manager) she basically said they could do nothing but repair it because it has been 6 months, (even though I tried to return it the first time a month later and have cooperated with them performing faulty repairs.) She also stated that if Id like to write a letter to the Better Business Bureau go ahead all they will do is investigate that AFW did try to resolve the issue so since they have tried to repair it they wont do anything. Then she told me I can write a letter to the Customer Service Manager but cannot speak with her Lavena McClay.

I feel like I have just given away thousands of dollars for a piece of junk, AFW does not care the reciept states, exchanges are costly and they dont do them!
I will NEVER buy anything from there again and I would suggest that anyone that plans on buying furniture go somewhere else!

Rosalie
Aurora, Colorado
U.S.A.