American Furniture Warehouse in Fort Collins, Colorado is officially on my "naughty" list. I write this entry today as an open letter to Jake Jabs, owner of this furniture chain.
Since we moved to Colorado this month (February 2007), we had to purchase new furnishings for our home. We decided to visit American Furniture Warehouse as their selection was vast and their prices seemed fair.
We spent thousands of dollars on 24 pieces of new furniture, which included a kitchen set, two sofa sets, lamps, bedroom sets and more.
One of the sets was a chair and a half and matching ottoman for the sitting area in the Master bedroom.
Who would have thought that this set would test the principals of American Furniture Warehouse?
This is my customer service gripe...
All of the pieces we ordered were delivered earlier this week, with the exception of the ottoman for the above-mentioned chair. It was on back-order, and we were told that there would be no additional delivery fee to bring the piece when it came in. No problem.
Today, however, we spent some time in the chair, and noticed that the back cushion didn't really have any support. It would be a matter of time before it would crater and become utterly useless.
So we decided that we would send the chair back and cancel the ottoman, though we intended to purchase another matching set in exchange.
We went to the store today and explained the situation to the salesperson, who promptly led me to customer service.
I explained the situation to Chandra, the lady behind the counter.
I was told that they would exchange the furniture, but we would pay an additional delivery fee for the new pieces.
I explained that under normal circumstances that would make sense, but since the delivery team was initially going to be bringing us the ottoman in the first place, it didn't seem right to charge us for an additional delivery fee.
Chandra told me that the new pieces would be on a different ticket, and that the existing delivery fee only applied to the pieces we had already purchased.
I again told her I understood the policy, but it seemed ridiculous to charge us for an additional delivery fee when their team was already scheduled to visit our home to deliver furniture.
It was one of those "well, duh" moments that anyone who is interested in providing good customer service instantly recognizes as a special case.
Not Chandra. She couldn't do squat.
And as it turned out, there was no one in the store with any authority greater than hers. I was instructed to call the customer service number if I wished to pursue it further.
Now before I go on, please understand that this was NOT about the $30 it would take to deliver the new pieces. It was strictly about principal. I know how I would handle a situation like this, but I was hoping American Furniture Warehouse would see it the same way.
After waiting on the line for fifteen minutes (the recording told me they were especially busy... ), Doug Bryant from the Thornton office picked up and wanted to know how he could help me.
I explained the situation to him and fully expected him to say, "Sure, Mr. Comm. I know you understand we have policies, but in this case it certainly would not make sense to charge you an additional delivery fee since we were already prepared to deliver another piece to your house. We value you as a customer and appreciate your business, so we will make sure your new pieces are delivered when we exchange for the piece you currently have in your home for no extra charge. Please do consider us in the future for all your furniture needs."
Makes sense, yes?
That's not what happened.
Mr. Bryant merely echoed the words of Chandra, the customer service agent in the store, in telling me that I would have to pay an additional delivery fee.
I was dumbstruck.
I had just spent thousands of dollars at this store, and my wife presently shopping for more furniture while I was on the phone, and this guy was telling me that policy was policy, regardless of the obvious common sense one could apply, and that I would have to pay for a delivery that would have taken place regardless.
I told him (paraphrased), "So if you are telling me that you can't simply exchange the furniture and NOT deliver the ottoman that I already had coming without charging me an additional fee, than it is likely that you have lost a customer for life!"
His reply? Get this...
(paraphrased)
"If your response to our policy is that you are going to blackmail me so that you get your way, well then I am sorry to see you go."
WHAT?
I was informing him that his idea of customer service stunk and that I would have no further interest in doing business with American Furniture Warehouse, and I was told that to do so was blackmail!
Holy cow. What a customer service disaster.
The conversation went on an additional 10 minutes or so and I got absolutely nowhere with this guy. I explained that in my business, I would never think twice about making sure my customer was satisfied.
He told me that they have costs to doing business and they had to pay their delivery drivers. It wouldn't be fair for them to not be paid.
No kidding.
And since they were ALREADY paying the delivery driver to come to my house to drop off the backordered ottoman, what would be the difference in paying them to drop off the furniture and NOT deliver the ottoman?
Yes, it was common sense. And one would think well worth it to keep a customer that had already spent a large chunk of change.
Not so as far as Doug Bryant was concerned. No sir. No exceptions.
Fine. Our conversation was over and I hung up the phone.
The salesperson shook her head and empathized with my plight.
I would NEVER treat a customer like that. Never.
So, I am getting the furniture from them only because I don't want the existing piece.
And I am paying the $30 delivery fee even though it makes no sense.
But that $30 fee cost American Furniture Warehouse hundreds, or maybe thousands more, from this customer. I plan on living in this area for years, and I guarantee I would have gone back. As it stands now, it isn't likely.
Would Jake Jabs approve? As a business owner, I would hesitate to think so. I would make sure that I had a customer service team that was able to analyze each case individually and do the right thing.
If Mr. Jabs reads this blog entry, I would welcome a response that would make this customer happy. Perhaps then I will have something nice to say and once again freely spend my money at American Furniture Warehouse.
NOTE! - This issue has been resolved by American Furniture Warehouse customer service as of February 22nd. Please see this blog entry for the rest of the story.
It's Del.icio.us!
Furl It!
February 18, 2007 08:40 AM
What a contrast to my experience here in TN. My husband and I went to get a new mattress set shortly after he was diagnosed with lung cancer 2 years ago, and found a really good set, which also had a really good sale price and bought it immediately. But I had a pickup and decided I would pick up the bed when it came in the next week, since I had other things I could pick up at the same time, we live about 65 miles out in the country. Anyway, I arrived at the store on the designated day and found that there had been a mix up and it wasn't there. It took me about 5 minutes to get in to talk to the manager and another 5 minutes for him to make arrangements to deliver that set, at their cost, as soon as it arrived at the store.
So it turned out even better than if I had to pick it up myself, because by this time the chemo was really affecting Bob and he wouldn't have been much help. And even though I normally have the "I can do it myself" attitude, it would have been really difficult to get that that rather large bed into the house.
Customer service was at the top of that store's list and I absolutely will buy more furniture there over the next few years.
What a difference.
February 18, 2007 08:47 AM
I didn't know that you were moving. It was great to have worked for you and the experience will last a life time!
Good luck in the new area!
February 18, 2007 09:19 AM
I'm dumbfounded by the number of businesses who do not understand the value of keeping a good customer. With all of the valuable press that Disney gets for their customer service you'd think people could learn.
Sometimes companies get so big they think they are above the need for one lowly customer.
It's a great lesson for the rest of us to learn - and thankfully not at our businesses expense!
Gail
February 18, 2007 11:31 AM
Welcome to Colorado Joel. American Furniture is also in New Mexico and many years ago I had the opportunity to experience the inflexibility of the fear philosophy they practice. I made the decision to return everything to them because one of the places we have power is where we spend our money and I made a conscious decision to not support that mentality. Sorry you have had the opportunity to experience it also. Besides, there are so many other places where the value and particularly the service are much superior to American Furniture.
February 18, 2007 04:38 PM
That's a kind of interesting story. My family and I were going to the store on American Way (Englewood store) tomorrow for a couple mattresses, springs and bed frames. We'll just stay away from there now. Thanks for the heads up, Joel!
February 19, 2007 09:16 AM
In the case of your spat with the funiture people Joel, in England we would put that down to Logic Deficite. In this instance faulty training.
Definitely a job for Jake Jabs.
Ken.
February 19, 2007 10:20 AM
Wow, you are making a mountain out of a molehill. Get over it. You are vindictive. That doesn't speak well of you.
As for Dominik's comment. He was working for you and didn't know you were moving? Did you sneak out overnight?
February 19, 2007 12:07 PM
Several months ago I blogged about American Furniture Warehouse in a different context, but your rant has given me a new perspective on the company. As a branding consultant and observer, I wrote that the name had a certain equity, and that by using a "nickname", AFW, they were diluting their brand. I then heard from American's mktg manager who informed me they were attempting to reach a new generation with a more contemporary image and that sales had increased since they began using AFW instead of the more patriotic, bunting-clad Anmerican Furniture Warehouse logo. Now I see what's really happening. Their sales were slipping so rather than attribute that to word-of-mouth about their services (we quit shopping with them back in 1982 or so) they though rebranding would do it. And they did get a spike. But they have not addressed the real problem: their attitude that customers are adversaries. They aren't the first to "rebrand" in an attempt to leave a spotted past behind, and find that nothing's changed.
Anyway, welcome to Colorado, Joel.
February 19, 2007 05:16 PM
LOL.. JulieAnn must work for American Furniture Warehouse.... hehe...
It's called expecting quality customer service, and if you don't, your standards may be low. I expect excellence when I am handing over my money.
Dominik? Yes, he did work for me.
SIX YEARS AGO!
:-)
Joel
February 19, 2007 06:11 PM
Here's my two bits, and I DON'T work for any furniture company. I expect fairness on both sides.
When you ordered merchandise and they weren't able to deliver it all at once, they have to take a loss and ship the remainder at their expense.
It still costs them, but they have to eat that.
When you changed "your" mind, then why aren't you willing to own up to the expense of shipping your new items?
Doesn't fairness work both ways?
It would've been better had they agreed with you and decided to override their policy for you, sure.
But I would try to see their side of it, too. And I do not have low standards.
Is the furniture good? You seem to have liked all of it besides the one chair.
If your wife wants more pieces, does she get a say in the matter??? Just wondering! I am a married woman, so I look fwd to your response to that! :o)
Joel, I am a follower of your email newletters, and bought your book about Adsense, I really enjoy your expertise. But please don't dismiss my comments if I don't agree with you.
There are always two sides.
February 20, 2007 12:23 AM
Gayle,
I appreciate your comments.
Were it just a matter of changing my mind, I would agree with you.
But the fact is that there was a delivery scheduled for my home already. The driver was already coming. It is one of those gaps in logic that doesn't make sense.
And in a case where a customer is disputing the reasonableness of an additional charge, a smart businessperson would not sacrifice that customer on the altar of $30. It's just plain foolishness.
As for my wife, after getting a closer look at the furniture we purchased, she stated that some of it is pretty poorly built. We'll opt for higher quality in the future. I learned my lesson. Price is not everything.
We've already gone to another store to purchase a chest of drawers and two night stands, as well as a mattress and box spring set.
To think... AFW could have had an additional $2000 in business if they took the common sense approach to this situation.
Joel
February 20, 2007 07:20 AM
American Furniture Warehouse has had two MAJOR class action lawsuits in the past few years from his employees, which are under a gag order. He paid BIG TIME, yet the publicity of how this man treats his employees would cost him more in sales. This is also the same man who ran his own daughter out of business and chocked it up as a price of doing business. IF he would screw his own blood like that, imagine what he does to his employees AND his customers!
February 20, 2007 07:23 AM
Deborah, American Furniture Warehouse has never been in New Mexico. Different company, same name! That's why you had a better experience in New Mexico!
February 20, 2007 07:39 AM
Consumer warning: NEVER accept a damaged piece of furniture. The delivery crew will tell you to call customer service for repair. DON'T Accept it. The delivery crew will throw you off, stating to call customer service. Why? Because they still get paid because it was "delivered"! And, chances are, this same damaged piece has been delivered over and over again. Hopefully SOMEONE will accept it.
February 21, 2007 07:17 AM
Hi Joel
Sorry to hear of your predicament. I want you to know we are behind you. None of us would ever do so either. If we did, we wouldn't deserve your gold nuggets in this Blog.
Hope you find another place to shop. Good luck with the new home. :-)
February 21, 2007 09:32 AM
Agreed! Thanks for addressing my comments. I see you do look at both sides. And that makes YOU a better businessman than you-know-who... AFW).
You are right that if they had accommodated your request you probably may not have looked elsewhere. They were very short sighted.
Would "I" forego $30 to keep a customer that spent thousands? No question there. Of course!
I would log the $30 shipping cost in my advertising budget. $30 to keep a customer.
February 21, 2007 04:51 PM
Gayle, you miss the point.
Joel spent THOUSANDS of dollars with this company.
Even if he was asking for something bizarre and outside of the regular policy (which he really wasn't), if it costs you $30 as a business owner to give him it, then you friggin' do so!
It's about being smart.
Pay $30 or pay thousands of dollars in lost repeat sales.
Besides, there's a moral obligation. If a piece of the furniture wasn't up to par, replace the damn thing and don't change anything for the "privilege" of just getting what you paid for anyway.
You telling me their margins are so small that they can't afford $30 to sort it out?
Gayle, if you're in business, change your attitude, girl - these customers fund your lifestyle.
February 21, 2007 06:48 PM
I'm with you Joel although I am surprised that you would be buying in the same market as us peasants when you have got the money go for the best otherwise whats the point of working hard remember you can't take it with you enjoy Pat Booker
February 22, 2007 10:38 AM
I've been in my own business for over 30 years.
Joel was returning faulty merchandise. It wasn't a matter of it looked different in the store lighting.
You are saying, If I buy an item that requires delivery and return it for other, better suited merchandise, that I would have to pay to have it delivered again? Had the first merchandise been of better quality, it would still be in the home waiting for the ottoman to join it.
If the rest of it seems questionable, maybe you should pay them their $30 and have them come get it all abck.
Old business saying "Price is long forgotten, while the quality remains".
February 22, 2007 10:56 AM
Hey Joel,
Welcome to Colorado :)
AFW was the first place I went to also to purchase furniture for my home. I purchased a sofa and love seat. 7 months later i had to call to have the sofa repaired after the armrest broke. They did repair the sofa in aa timely manner so I have to give them that much. Thing is you don't expect to have to repair furniture thats only been used 7 months. Hey Joel, take a deep breath and look out your window of the vista of the mountains and you will be just fine :)
February 22, 2007 06:42 PM
Got it!
:o) Thanks
February 23, 2007 09:20 AM
God, how I Love the internet. The high and mighty heavy-handed are exposed for what they are. It improves business for us all.
I hate to say this, but BigBoxMart's customer service will extinguish these $30 insults.
February 23, 2007 09:41 AM
Well, I bought a whole heap of website templates on the internet.
I paid what to me was a great deal of money.
I was very unimpressed with what I got and then realised that the seller had a no refund policy.
I have never used them and doubt I ever will. A total waste of money.
That seller was you Joel.
I think you are fortunate that the furniture company wasn't being run by you or you wouldn't have been able to return anything.
Sounds like double standards and hypocricy to me.
Steve
February 23, 2007 11:02 AM
Companies spend huge amounts of money trying to attract new customers. Then a company like AFW throws away a great customer over $30, dumb! Too many companies make this fatal mistake when training their people. My Dad pounded into me "The customer is always right, even when they are wrong!" and he was right. Nordstroms has the Best customer servce I have ever experienced. I would recommend shopping at Nordstrom to everyone. We all could learn a lot from them. Thanks for enlighting the Prez of AFW. At least, he seems to understand how valuable a customer you "were".
Ray in San Diego
February 23, 2007 01:11 PM
Hi Joel,
I appreciate you taking the time to respond. I hadn't tried opening a helpdesk ticket about this because you clearly stated no refunds.
I will now do exactly that and am happy to say you will now go back on my "May Buy From Again" list.
You're right. Good customer service works. A gripe resolved can become positive Publicity.
I'm happy to take back everything I said.
Steve
February 23, 2007 01:12 PM
Steve,
Someone just pointed this out to me.
While the blog is a fine place to gripe, its no place to attempt to resolve an issue. That's what my support desk is for.
Had you opened a ticket and asked for a refund, you would have received one, less shipping fees, once the product was received back to us.
Yes, I bend over backwards to make my customer satisfied even if they purchase with a no refund policy. Try that at your local furniture store. ;-)
Go to www.thehelpdesk.us and you will be able to receive complete resolution.
Joel
February 24, 2007 08:41 AM
Hi Joel
I agree with you 100% about customer service , its to say" Thanks for being here , but we would appreciate more seeing you back again". Steve , I�m not sucking anybody socks, but I personally had the best experience with Joel's refund policy , I live in Argentina and by mistake asked for a templates package, I opened a ticket at www.thehelpdesk.us , send back by post the package and 24hs after they received it, I had my refund made on my credit card. As I had this good experience with Joel Comm, which I personally was introduced during The Midwest Marketing Conference in Minneapolis last year, I have to say also that I have not the luck with another experienced Internet Marketer, that was on the same conference,which I am chasing now for more than two month to receive a refund of his product that they received back on the 12 of December 2006. By the way Joel I�m working on my templates.
Best regards Daniel
February 24, 2007 01:55 PM
As I read it, the problem was with customer service. I agree whole heartedly that the customer is ALWAYS RIGHT! I learned this at an early age. I was the GRIT girl in my neck of the woods when I was 9 or 10 years old(47 now). One of my customers called and said I had not delivered his paper; even though I knew for sure that I had, my Dad INSISTED I take him another paper. So, I did. The next week,and the week after that, the same thing happened. I knew I had delivered his paper, and I was kind of mad at my Dad for insisting that the customer was always right.
One day the gentleman called and asked my Dad and I to come to his house, we did and he commenced to apologize. Come to find out, his the guy's sister was taking his paper! But, because I took him a replacement, he had me 5 OTHER ORDERS!
So you see, with good customer service I not only kept my customer happy, I also received new customers. AND from them I had many new customers.
February 25, 2007 02:35 PM
Maybe this is just one answer to recieve justice from some of these companies that are not providing quality customer service. Tell your story to the masses. A thought from Lou www.fun-working-from-home.com
March 17, 2007 08:25 AM
I do not suppose for a minute that this comment will be posted but I hope that Joel will see it and maybe I will get some intelligent response.
I read this post about the furniture company back in February and was impressed by Joel's attitude to customer service. But since then I have been having a VERY bad experience with cusotomer service for Instant Adsense Templates which makes this post seem very hypocritical.
I joined Instant Adsense Templates in January, and received my starter pack and edition #3 promptly. Fine. I was very happy with it.
On 9th February my credit card was charged for #4. Nothing arrived. In late February I contacted support. They said the delay was due to the move and my templates would be sent on 28 February.
On 9th March my credit card was charged again for edition #5. I had still not received anything for February.
This week a package arrived from InfoMedia with a dispatch note headed Instant Adsense Templates #4 but CONTAINING A COMPLETELY DIFFERENT PRODUCT - a relaxation CD called "OPTIMINDZATION". The package was sent on 6th March.
I logged a support ticket telling the help desk about the mistake and requesting a refund as I was giving up on any hope of getting the February templates now.
The response was that the February templates had been sent on 6th March ...
He had NOT EVEN BOTHERED TO READ MY MESSAGE and see that I had received THE WRONG PRODUCT.
I have logged another ticket but I am really at the end of my patience with your company. I guess I can stop my credit card company paying you again, but what can I do to get back the money that I have paid for products never received, or get the products that I paid for?
Given his blog post about the furniture company, I am sure that Joel does not know what is going on at his help desk.
I am sure he would want to know and perhaps not be so hasty to criticize other companies in future.
R Cottis
Instant Adsense Templates order number: 16791887
March 21, 2007 09:12 PM
Today I decided to go in and look at Bedroom and Kitchen furniture again since I gave that furniture to someone in my family who moved to Denver and was in need of furniture.
I was really surprised to see Mr. Jake Jabs walk right in front of me as I came in through the main entrance. I have been there several times and have never seen him in person. We crossed paths and I smiled and said Hi. He looked at me and said absolutely nothing, not even a smile as a matter of fact he was rude by just looking right at me and not acknowledging my presence.
I have bought all my furniture there and I still keep going just to ckeck on new items and prices. I was very disappointed to see this man who smiles on TV and talks about his warehouse.
I did speak to one of his employees as he asked if he could help me with anything and told him about what happened and he told me that "Mr. Jabs was in a really bad mood today", that even he was trying to avoid him. Now, that's pretty sad that he makes his employees feel that way too.
I won't mention his name, being that he was extremely friendly and helpful to me.
Wow, does that make it ok for him to treat customers that way? Mr. Jabs do you not advise your employees to be courteous and helpful to your customers?
Well I hope from now on Mr. Jake Jabs you think about it and hopefully you'll make your customers feel good about coming into your store.
Blanca Perez
March 23, 2007 09:24 AM
In a message dated 3/22/07 5:45:07 PM, Netajaynes writes:
On March 3, 2007 I purchased several items at the American Furniture Warehouse Pueblo Store. One smaller item I was able to take with me, and the 2-way slider Curio Cabinet and the area ccarpets were to be delivered within 14 days or less.
The Invoice number on these items is: S 21119174.
I have had two phone calls from the store in Pueblo, stating the merchandise hasn't been sent to them and they have no idea when it will arrive. This merchandise is paid for, the money has been removed from my bank account and is now in yours. I still have nothing to show for it. All I have is less money in the bank to generate interest...
I'd like some sort of explanation why the one on display in Pueblo couldn't be delivered to me while you get more merchandise to replace it? It was there... I selected it and in good faith, I paid it in full. Plus, I paid extra to have it delivered across town. The curio cabinet and the area rugs are still at your Pueblo store, still being sold, but no deliveries are being made.
Perhaps you would prefer to return my money, plus the interest and just say this was a bad deal from the beginning. In any event, I want my purchases immediately or my money returned so I can shop at a more reliable store.
Regretfully,
Neta Jaynes
(signature on Invoice is Paula Jackson, my niece, since this transaction took so long due to a computer register that wouldn't work, and that I am unable to stand around that long waiting for unreliable store equipment).
This morning I sent the above email. About an hour ago I received a phone call from a gentleman whose name I did not understand, said he was from The American Furniture Store. He did not indicate which store, just very abruptly told me the Furniture store they order from has 'closed it's doors'. They will no longer be carrying any furniture from them, whomever "them " are. Therefore, I will not be receiving the merchandise I purchased. I asked about the area rugs, could they be sent out. He replied they were store samples and it would take another two weeks to get them to me. I also asked if I could have the cabinet which was on display in the store and he said that was against their policy. I told him it wasn't my policy to purchase from such unreliable people who were perfectly willing to take my money and make idle promises. He became quite angry and rude, did mention something about 'processing a refund'..... but hung up before I could ask when a I could expect a refund.
I will not be a customer of this store again and will encourage anyone I know from making any purchases there.
I have just moved to Pueblo and will be making some quite large purchases in the very near future, as I have a five bedroom house to fill.
You can bet your sweet bippie it won't be from American Furniture!
Neta Jaynes
April 9, 2007 09:49 PM
Hi all.
It is really sad to see that a company cannot just offer a product and have policies in place to prevent them from being taken advantage of without consumer after consumer complaining about "bad service."
AFW has the cheapest, nasty furniture in the Denver area. If you want poor quality, that's where you shop. I have found that the less people pay for a service/product the more they expect the company to beg for their business.
Really, get over yourself. Why would they have any sort of policies regarding delivery, if they can just recind the policies at the whim of any customer. It's a business- that's why. They are in the business to make money. They know that the items they offer appeal to the majority of people. If they were a small furniture store, selling custom-built furniture to a smaller demographic, they would have less revenue-guarding policies, more flexible service, and higher prices.
Sure you spent plenty of money with this company! There are some people who cannot even afford to buy new furniture. You are very blessed, and you are being a brutish customer. What an unthankful, self-centered attitude you have. Try showing mercy with an over-worked clerk who has had every other customer ask for him/her to discount the price on something, or ask for freebies.
Going around with threats doesn't make our world a better place to live. I hope you can find satisfaction in another way besides steam-rolling other human beings. Keep in mind that every person behind any counter is a human who has the propensity to make mistakes!!!
About the employee veering clear of the grumpy boss... have you ever done the same thing out of deference (politeness) for your wife or your teenage kids? It is a respectful thing to intuit another's feelings and choose not to provoke that person.
Please feel free to email me with any questions about my occupation/life style. I hope you do not assume that I am a Jake Jabs/AFW employee simply because I disagree with you.
Good day :)
Ginny
May 26, 2007 01:35 AM
Joel, I agree with you that it was a matter of principle. The thing is, as you probably well know, that's how a lot of businesses are these days.
It seems there is no such thing as "valuable customer" anymore, no matter how long many years one patronizes a business, or how much money one spends at that business, or even how many referrals were sent to those businesses. They just don't care. All they care about is their paychecks, gripe about how "hard" they work, and gripe about not getting paid enough. As for the higher-up hotshots, well greed takes over and all common sense and common decency is lost.
Anyway, I want to ask you a question that I hope you can answer in time by tomorrow or within the next two days. We went to American Warehouse today in our state, and picked out a living room set, payed for it by credit card, delivery maybe tomorrow or either Tuesday eve. Now I know AW is basically cheap furniture, but from terrible experience, we have purchased living room furniture from Broyhill and La-z-Boy - and both were complete garbage! Never again! We know there is totally better made furniture in our area, but we are planning to move next year, and just need something temporarily - but hopefully it will last a few years anyway so that we can take it with us.
My question is: how well is your living room furniture from AW holding up?
I hope longer than our Broyhill did, which was less than one year - and longer than La-z-Boy, which was less than one month! ---and there is only the two of us who takes good care of our furniture.
If you advise me not to go through with our purchase because of your furniture not holding up for too long, then by all means, this message can be passed on to Jake (who is not going to care anyway), but the principle of the matter is the indifference towards your $30 situation would be a feather in your cap for him to know about.
Please reply asap. Thanks.
June 3, 2007 10:57 AM
I am glad someone stood up to American Furniture Warehouse and got thru. I purchased over $4,000 of furniture in 2005 and had it delivered. I am in the military, had to be out of town with my family for over a year. Upon return I realized that the seams in two of the living room sets we bought were coming apart. I contacted the customer service person who told me that the warranty was only a year on it and since it was over the time I was out of luck. Never mind my explanation of not being home for over a year rules are rules according to him. Upon requesting to speak to a manager I was told that the only person above him was Mr. Jake himself and he did not take calls.
Well another customer lost and I will make sure all the soldiers I know will never buy from them.
July 10, 2007 12:51 AM
i began my interior design career in denver in 1972, so i know or have known most of the furniture stores and their owners over the years.
most all of jake jabs furniture is trash.
he ruined the furniture business in denver a few years ago, by buying out homestead house, which carried beautiful lines of home furnishings.
now there is kacey and howard lorton-both pricey, and american.
he has a near monopoly on the market and the lack of competition is devastating for the consumer.
a family member found a 2 day old purchase of a leather sectional to be defective and had a knock down drag out fight with them. he finally insisted on a refund and was told to never enter their stores again. of course he did not plan to anyway.
save your money and try to buy better quality, like ethan allen, when they have sales. at least their furniture should be usable for more than a few months.
September 5, 2007 12:04 PM
Seems to me like the issue wasn't about a $30 shipping fee or the principalities of poor customer service, but you just being stubborn. Then again, as you spent "thousands" of dollars AFW should have ate the $30 for the sake of pleasing a big-spending customer. Surely they can afford a $30 hit for a customer who spent that much money. On the other hand, I would rather pay the $30 than argue at length with ANY customer service individual...
October 16, 2007 07:32 PM
Good Job!!
I would just like to point out how ethically wrong AFW is being. You are absolutely right Joel, it's not at all about a $30 delivery fee at all, in fact it's what lies under that. It's about what pressure businesses can be put under and not have the "right tools" to assess customer service problems. If they truely value their customers, especially the ones who are buying more than one furniture item, then they can show it by waving a fee.
October 21, 2007 02:41 PM
They have terrible furniture, I bought a couch there and all the material split out in 2 years, and a table I bought, the leg came off, they have bad quality , and they dont stand behind there stuff.... Stay Away, and they have horrible customer service, I know how you feel. I will never go there again, and they are not cheap in prices, just cheap in quality
October 25, 2007 09:19 AM
HI THERE
YOUR DRIVERS DELIVERED FURNITURE IN THE RIVERSIDE
APARTMENTS IN LITTLETON COLORADO 80123
THEY BACKED UP INTO A COVERED CAR PORT AND DID A LOT OF DAMAGE TO THE CARPORT 10/24/2007
DIDNT STOP TO REPORT THE DAMAGE TO THE OFFICE
WHAT KIND OF DRIVERS DO YOU HAVE ANY WAY? THE AMOUNT TO FIX IT WILL COST A LOT OF MONEY TO THE INSURANCE COMPANY AT RIVER SIDE APARTMENTS
IT COULD HAVE DAMAGED CARS THAT WHERE PARKED THERE
WHAT A MESS I SUGGEST YOU CHECK YOUR TRUCKS AND DRIVERS TO BE AWARE OF THE PEOPLE THAT DRIVE THEM AND DONT REPORT WHAT THEY DO
HOW COME THEY ARE ALLOWED TO DRIVE THE TRUCKS AND DONT REPORT THE DAMAGE DONE?
IM SO MAD BELIEVE ME I WOULD HAVE REPORTED IT TO THE OFFICE THE TRUCK WILL HAVE SOME DAMAGE ON IT FROM IT AND HAVE TAN OR LIGHT BROWN PAINT ON IT AT THE TOP YOU SHOULD CHECK YOUR TRUCKS DAILY
November 19, 2007 11:56 AM
Ok so I posted a comment earlier about how American Furniture Warehouse delivered a dining set with no hardware and my husband called customer service and the lady said you can either return it or wait a couple days until they get new hardware. We'll we were very upset, but decided we would wait until Monday, which is today for the dining set to be delivered. My husband leaves work to go wait at the house for them to deliver this dining set. We'll they never showed up and when he called, they said that the customer service lady said my husband was very upset and cancelled this order. DO NOT ORDER FROM AMERICAN FURNITURE WAREHOUSE. Unfortunately, I now have to wait until Wednesday. My family is eating dinner on the kitchen floor because we have a brand new house and do not want to ruin it my eating on our brand new furniture. We ordered our couches from another furniture store in Colorado Springs, Family Furniture Showroom, and they even warned us not to order anything from them because all there customer come to them complaining about the service. We should have listened.
December 28, 2007 01:09 AM
Hi,
I had similar experience with American furniture warehouse customerservice. I was informed to their service rep who came in to check the damaged furntiure and I showed him the damage they did to my front door.....and he said some one will call me in 5 days, and no one called for a week. I finally called their customer service, and they denied to send me an email saying they denied the claim because, I haven't informed them on the same day. I haven't seen any policy like that in the papers that they gave me. I requested them to point me of what they are talking about the same day policy, the customer service rep refused to do so and then she hang up on me. I called them back, and other rep asked me did I called just now on this, I said yes, and then she said there will be no more answers to that, they diny the claim and hang up. that is so ridiculous. I left an email to levena and see what she says. I am just crossing my fingures.
Man.......never never I will go back to them again. I bought the furniture at Macy's first and cancelled the order to buy them at american furniture warehouse, which I shouldn;t do. No next time at american furniture warehouse. I know, they don't see any difference in their business of just loosing me, but, if they are like this, soon everyone will back off and american furniture warehouse will realize what the impact would be.
Thanks,
Sri
January 6, 2008 07:19 PM
Been seeing the dozens of commercials on AFW for the last six months on tv and in the newspaper. My friend and I were about to make some major purchases tomorrow. So glad I searched in internet for their website. I am so glad to have come across this blog. My wife would never have the patience most of you have had. We just do not need the bs you all have gone through. We will be going to visit other places tomorrow.
February 8, 2008 07:57 AM
Another unhappy American Furniture Warehouse almost customer.
I have been looking for a bedroom set for over a year now. I finally found a set at AFW after going back three times to make sure I really liked it and checking all over town to make sure it was for me. Last night, I went into the AFW on Abilene in Aurora, spent an hour picking out a full bedroom set, second night stand and two mattress sets, (I needed a new mattress set for my daughter.) The total came to almost $2,400. I wrote the check out and the reader would not reader the nubers at the bottom. I was asked to write another check since I had inadvertenley let my z slip down over one of the numbers. I unhappily did so and again the scanner would not read the numbers. So, I was taken to the front of the store where I was told they could hand enter it. My sales person asked "Shaniqua" to process it. She proceeded to run it through her scanner and say we can't take it, because the scanner won't scan it. I asked her to hand enter it as there was over (I told her the amount)in the account. She looked at me and said,"we can't take it, it won't scan." I asked for a manager and she said, "I'm a manager and we can't take it. It won't scan." Those seemed to be the only words she knew. After watching her try to decipher where the account number was on the bottom of the check, as to tell me it was missing, I proceeded to take my check back show her how to read the check, and start to walk out. The sales person stopped me and went to see what he could do, only to come back and ask me to go cash the check the next day and come back with cash. At this point I was livid, asked for "Shaniqua's" superviser and the young lady yelled, "Dennis, Dennis Monohan" accrossed the store at me. At this time I left and will not go back ever. This is their idea of cusomter service. I was a repeat customer and in there to lay down some serious money. I would rather pay more some place that has excelent customer service than to give one more penny to a company who cares nothing about their customer. In an economy where people are loosing their homes and not spending on luxery items for the need to be more frugal, I do not understand how any business does not have a back up system for checks, when the scanner is not opperating propperly. They basically sent me and my $2,400 out the door saying we don't want you.
February 20, 2008 01:57 PM
Since usually people come on these sites to gripe, I figured I'd put in my 2 cents. I've now bought a couch, bedroom set and dining room table as well as my aunt has purchased a couch, dresser and mattress all from American Furniture Warehouse. I live in Denver, she lives in Aspen. Every delivery has been within their windows (ya, sort of sucks to sit around for a few hours, but they did come in the window given) and the furniture is still hanging around (I've had my stuff for over a year). I've run into some less than curtious sales people there before, and the delivery time window sucks as I mentioned. But outside of that, I got a bunch of furniture for a cheap price. Both my aunt and I (as well as several of my friends in the area) have nothing but good things to say about American. I'm not going to count them... but out of the roughly 50 posts here I think I've seen more people waiting in line to receive furniture on a Saturday... not to say all your points aren't valid... they most certainly are... but just wanted to put in my experiences at American as they have been pretty satisfying thus far.
March 8, 2008 10:57 AM
Why do people go to places like American Furniture Warehouse, anyway? In my opinion, it's all cheap junk.
As far as customer service goes, MOST companies and retailers couldn't care less about ONE customer.
We are a very small fish in a large pond. Thousands of dollars in purchases are nothing to them.
March 19, 2008 12:02 PM
I agree about American Furniture Warehouse's customer service. I am at my wits end with them. I purchased a sofa from them on Sat. and returned it two days later when they tried to deliver it and it would not fit through the hall way to my daughters apartment. Now they are saying it will take at least a week to process a credit which I am so dumb founded by because it only took one day for the purchase to hit my account with them. After several calls to their customer service department and the finance company I got no where and my daughter still does not have a couch to sit on in her new apartment. I even tried to talk to the store manager and I was told that the managers do not talk to customers. Who runs a business like that. I guess they really don't care what their customers think. Unbelieveable that this is happening again when I just worked out another issue with them but before they would even address the issue I had to write a letter and send it to the corporate office. This was their second chance with me and I can safely say it was their last. I will warn everyone I know about their business ethics or the lack of in their case that I can.
March 27, 2008 01:17 PM
i have been dealing with afw for a few years now and have bought numerous pieces over the years... i have always bought from afw because the value and prices. i live behind furniture row and yet i still come to afw. the sales people are great and seem to listen to my needs and find the best for me and my family..
The issue i am writing about is a continous issue... i bought a couch in 06 and it literally fell apart in under a year.. it was replaced and everything was ok... then i bought another couch to replace that one and in a little over a year my dog decided to eat a cushion.. i called afw to find out how to replace it and i was told that the factory had caught fire and no parts are available...WAIT!!!! i guess that means that afw couldnt even service my needs after my warranty has just expired?? this doesnt seem right.... DOES THIS MEAN THAT WHEN MY WARRANTY EXPIRES THAT IF I HAVE A ISSUE I HAVE TO BUY A NEW LINE?????
that almost seems conspired... step into my shoes for a minute..
now i was reffered to a upholstry shop and they couldnot fix the cushion and another shop could but the cost was for 1 cushion at more then i paid for the couch alone.. i understand that products change but i should still be able to have access for an issue like this...
i am just looking for an answer and a resonable solution that can remedy my couch problem... you can reach me at 303-362-0891 and maybe we can come up with a solution... jake and afw seem to be the retailer of the year... well lets just see if the customer service can hold a candle with that reputation as well.. thanks steven lampe
April 27, 2008 01:55 PM
Hi, we recently also had a bad experience with American Furniture Warehouse. We bought a table and chairs and couch with chair and ottoman. Withing two months one of the arms on the couch started to come apart. We called AFW and they sent a guy to look it over and take photos. He also stated that it appeared to be burn marks and that they probably would not be responsible for fixing it. The marks were not from burns -there is no possible way something hot got near them -my wife and dont smoke and have never had anyone in our house that does.
May 10, 2008 11:04 PM
I came upon this blog by accident. Go to AFW site, and read about the company, Jakes' attitude on imports, quality and price point.
Basically, he says he is giving people what they want, cheap prices. He is following WallMArts philosophy.... make the stuff LOOK good, create your own personna, and charge like hell on the items people tend NOT to compare, or buy on impulse.
He may be Furniture store of the year, but that is marketing hype, not results of quality surveys
You can not get cheap ( or low cost ) without losing quality and high service. Those things cost money to provide.
AFW is to Furniture, what McDonalds is to Gourmet Dining. And I am sure Jake will find that to be a COMPLIMENT.
May 15, 2008 01:17 AM
I think this furniture is affordable.
May 15, 2008 01:18 AM
This furniture have good sales.
May 19, 2008 01:52 PM
I think you mean principles not principals.
May 19, 2008 05:22 PM
Joel - welcome to Colorado. AFW stinks and you deserve better. Go see Annette at the Henredon showroom at the Denver Design Center. She'll take good care of you. Excellent quality and you'll get 40% off retail.
August 1, 2008 04:07 PM
Ok, my 2 cents. I shop at Glenwood Springs, CO. store because I live in Grand Junction, 90 miles away. This store has a policy of charging $100 or 7% of the amount of the ticket for delivery, whichever benefits them more; although, they have trucks delivering to GJ 4 to 5 times a week. If you order for pickup at the store, they charge an additional 5% for items over $300, for delivery from Denver to Glenwood Springs store, because this is only a showroom store. They have a sign on the front of the store says "we have the same low prices as our Denver stores." Not true. It doesnt mean I do not shop there, I do resist purchasing there. Much the same way I look at WalMart, I hate shopping there, but when it comes down to price it is hard to beat. But I am like Steve, if you want me to continue to buying from your store, why would you alienate me with non-customer service. Here I sit placing an order online, for $1000 bucks, $100 delivery. This brings my total purchase from AFW to about $5000 over 2 years. How long before I think price of delivery is not really saving me anything?
August 15, 2008 10:12 AM
I just purchased a dinette set from AFW, which was delivered a few days ago. It is a set with metal chairs. When the set arrived, there are noticeable scratches on 2 of the 4 chairs. I called customer service. They explained that metal pieces often come from the factory that way. They offered to allow us to replace the 2 chairs with new one, but we would have to pick up ourselves (at the warehouse, not the same store where we bought the set, and there would be no guarantee that the new chairs wouldn't have the same type of defects), or to take a 15% discount refunded to my credit card on the 2 chairs with defects. I ended up taking the discount.
Here's the thing - if AFW knows beforehand that this sort of defect can be present, which they will not take responsibility for, why wasn't I informed of this before making the purchase?
This is the sort of thing that makes me distrust a business. We will not be returning.
September 19, 2008 11:50 AM
Thank God for these blogs! Sometimes you just need to vent! I wrote this same blog on a different website, hoping to get some sort of response from AFW's customer service department, to no avail.
I was referred to AFW by my friend (also a interior designer), because I'm going through a divorce and need to watch my money. While she told me the furniture was cheap (her actual words were "disposable"), I needed to furnish a new apartment, and was willing to pay more for better furniture later. My experience at their Douglas County Mega Store was horrible! Their level of professionalism and customer service stinks!
Within 10 minutes of walking in their doors, I was approached by 11 salespeople wearing red. To the last salesperson I kindly replied, "just looking," to which she rudely responded, "of course you are!" She then walked over to a group of salespeople, pointed directly at me, and they all started laughing. What had I done? Did I have something stuck in my teeth? I decided to go to the restroom to splash some cold water on my face (and to check my teeth), but I couldn't even do that. Their public restroom was being used as a beauty salon. Two salespeople were "coloring" hair! The smell was atrocious and the sinks were all plugged up with hair gunk! Is this what Jake Jabs pays his employees to do? I couldn't breathe and my nose was burning as I quickly left the restroom (along with 5 other customers). We all walked out into the parking lot, astonished. We decided to ALL go to Kacey's, and we ALL purchased something there. It was enlightening! Through this experience, I made some new friends, and realized that you get what you pay for. You buy cheap, you get cheap.
I sent this letter to AFW's customer service department, thinking they might want to know what was going on in their store, and hoping they would apologize for my awful experience. This was over a month ago, and I still have not heard from anyone. My friend profusely apologized, not knowing the standard of professionalism they display. She says that she normally works with a girl who is patient and not "money hungry," like all the other commissioned salespeople. She said that her salesperson stated, "that All salespeople (including the sales managers)are afraid of Jake Jabs, and are afraid for their jobs everyday; if Jake is in a bad mood (which he always is because he drinks a lot), everyone is on pins and needles, because he's been known to just point at a person, firing them." His mission statement is: sell furniture for less, sell more furniture, make more money. No piece of furniture is perfect. He owns the furniture market in Colorado, so he can cherry pick his customers. So what if he loses a few? The salespeople earn only 4% commission (the lowest in the state), and are based on commission only, no base pay. Their lives depend on selling furniture. But they are constantly scared. They can be fired for a certain % return ratio on furniture. It doesn't matter if the furniture is defective (which it always is), or the customer just changes their mind. Too many returns = unemployement. Sell it right the first time. It's hard for the salespeople, because when furniture is rejected at a customer's home for damage, the furniture is just put back up in the racks to resell; it's not repaired. So the salespeople have no way of knowing what's going to their customer's homes. And yet they can be fired for it. The salespeople are tired and cranky because they have to work a lot of hours to try and make money. They are also in charge of cleaning the entire store (dusting, vacuuming, etc.), not getting paid to clean, and not selling furniture while cleaning. The return policy is "reality based," meaning they don't do returns, they do exchanges only. Jake really treats his employees badly. If Jake is in the store, all salespeople are REQUIRED to be on the floor. They are not allowed to take a lunch break or be seen in the break room."
After hearing all of this from a salesperson, it made my feel sorry for AFW. I'm sorry I won't ever shop there (helping someone earn their living), but I cannot condone this type of work ethic. I wish the best of luck to all of Jake Jab's employees. I hope karma gets Jake Jabs.
Thank you for letting me vent!!!
September 20, 2008 11:23 PM
I have had the same problems with AFW. I purchased a couch, chaise lounger, dining room table and chairs. I was told by my sales person that the chairs were on back order, but I would have them in 2 weeks. Being that my sons birthday was a month away I agreed thinking I had plenty of time. I had not heard from them and 3 weeks past. I called and was advised they are still on backorder and that they are at the mercy of thier supplier. I responded that I am now at thier mercy too. I have to go buy chairs so I can have company sit down when there are here. When I asked if I could be compensated they said no. I was transfered to customer service, and again was told they would only refund me. Now this would be pointless since I have had the table for a month now. I wrote an email and basically was told that they investigated and said they did nothing wrong. I called the Colorado Springs store to speak to a manager. I asked her is it policy to have your employees lie to customers. She responded no. I asked her what they are going to do since they put me in a bind. And she responded with, Nothing. I conveyed to her I would never purchase anything from them again and she actually said they would be happy if I didn't!
Not only am I still waiting on my chairs, which will be 2 months after purchase, the couch they delievered had holes in the pillows. When I advised her of this she said we do our best to inspect our products. As most of the other comments have conveyed they don't. I had called customer service to inform them of the holes and I was told maybe they were supposed to be that way. What!?!? I was dumbfounded. I told them I don't think I should be able to reach in and pull the stuffing out! Once again I had to take off work so a technician could come. They showed up with a needle and thread and sat here for an hour sewing.
I will never purchase from AFW again. I will pay more for quality and customer service. I work in customer service and I would NEVER treat my customers this way!
November 10, 2008 09:52 AM
I worked at AFW. I had never been treated so poorly and unvalued as an employee. I was yelled at in front of customers from my boss even. The reason these people tell you over and over again and do not help you is because of one thing.... they will lose there jobs!! I have seen it for the smallest of reasons and employees are fired when there return rates reach a very small percent.... like less than 4%. The whole reason they will not redo your delivery is because the poop overworked delivery guys were paid to deliver your furniture.... they are not going to be paid to go back with you ottoman. They are piece paid. Every bit of similair labor is piece paid. Also, your poopr salespeople only make 2% commission. So on your $2400 purchase they only mauid $48!!! It makes sense that there time is better spent going onto the next laydown sale. Value your jobs when you consider that all of his employees are mandatory to show up the day before and after and on every holiday. They are closed for Easter Xmas nas Thanksgiving. And don't forget that the salespeole also have to clean and dust the whole place. There is a turnover of 3 times for each position. Meaning they hire 3000 people each year to consistantly employee 1000. I was desparate for a job and stayed only a year.... what a valuable learning lesson.
November 18, 2008 03:38 PM
I bought a living room set from AFW and the recliners did not work. I was told the AFW warehouse verifies the quality condition before it leaves the warehouse. The delivery guys did a quick demonstration that the recliners would extend and left. It looked good because I've never had a problem with a recliner before. Customer service did agree to replace it a week later.
The delivery guys picked up the first sofa and were on their truck for quite some time. I went out and they immediately jumped off the truck and brought the new sofa in. They had me try the recliners and it worked great. However, the delivery guys immediately went for the door and had a form for me to sign saying I inspected the furniture. I told him I better inspect it as the contract states and guess what. YEP!!! The right end was damaged. I told him the leather had tears and scrapes with nails poking through and he immediately admitted it was ripped when they moved it on the truck. He knew it and tried to get me to sign it was in good shape. They scheduled another replacement at my demand.
I called customer service and asked for a manager to discuss keeping the damaged furniture for my basement with a good discount and they immediately hung up on me. I called the sales department and demanded the store manager who was only willing to credit half the delivery charge and absolutely nothing more. Oh, but he told me all about his TV purchase gone bad and how lucky I was that AFW was still talking to me. For wasting my time and attempting to dupe me I demanded they simply pick up the furniture and give me a full credit. The Thornton warehouse manager called and told me I had to be available on his schedule. I said, "Guess again oh ye who will want their property back when I get a VISA credit." They came within 2 hours to get it.
I didn't see the credit 4 days later, called and found out AFW was only going to credit me for the furniture and not the delivery charge. The customer service guy did not treat me very well. When I pointed out that I had the delivery guy sign a contract stating the furniture was in the original delivery condition and I would receive a full credit to my VISA as originally charged stating the original total, they obliged...but it weren't without a fight mind you and a threat to contact VISA for the difference.
I was going to remodel my entire home to help out the economy but I will wait until they're really hurting in March 2009 and won't be going to AFW again. I'm going to get a higher quality furniture probably for the same price. I was told furniture sales are down 38%, people are being let go and delivery schedules are only 4 days a week. I'd think twice folks. And, protect yourself with contracts. They make you sign them so return the favor. GOOD LUCK!
December 12, 2008 12:28 PM
I recommend NEVER shopping at American Furniture Warehouse. I bought a sectional and when it was delivered it REEKED. I sent the furniture back and I have been continually lied to by their "customer service" department. I was told a refund was processed and it never was. The customer service department has used curse words at me and hung up on me. I was told they really don't care about their customers at all....by customer service! It is ridiculous. I suppose my only remaining resource is the State Attorney's office. Buyer BEWARE. I
December 29, 2008 08:55 PM
Jake Jabs' latest tv commercial takes a poke at others in the area one being Costco. He states that their executives make big salaries and commissions. Jim Sinegal, Costco CEO, is the kindest and most generous man I have ever met. His salary is alot less that Jake Jabs' by his own choosing and his employees are very well paid. Customer service is excellent and their return policy is beyond compare. He is polite to both customers and employees and quality is tops. Take another look JJ. You could learn alot from this man.
January 7, 2009 01:40 PM
I have had my eye on a dining room set at AFW for 3 years. The original listing price when I first saw it was $595. Extra chairs were $76 original price. Eventually the set went on sale for $585 (that was their big sale markdown too! Wow $10 whole dollars!) and the chairs sold for $69 on sale. Well it turns out 3 years later they are having another big sale b/c they feel bad b/c of the economy and they want to let the consumer know that they care. The price of the SALE set (same exact set mind you that I was looking at 3 years ago) is now $618 and $82 per chair. Original is listed at $639 and $84 per chair so still not that big of sale but the thing that got me is that they are selling the same set from 3 years ago for more than it was then. I was also taken aback by the customer service given that at most furniture warehouses (i.e. Nebraska Furniture Warehouse) they let you haggle with them a little on the price. For example "I'll take it at that price if you throw in an extra chair and delivery for free." The response I got from the salesperson was a sneer and a laugh with a snide "We don't do that here." Now tell me this, why when this nation's economy is at its worst is a place like AFW raising prices on their furniture and then claiming they are having huge sales? This clearly shows that AFW is not concerned about the consumer but is concerned about turning a profit.
January 31, 2009 03:15 PM
Sorry, Joel, but I would side with AFW on your issue to return the furniture. First, put the issue of the ottoman on back-order aside for a minute. You decided you didn't want a piece that you bought, and wanted to return it for something else. To me, that's a new delivery for a new purchase.
Now, if someone at AFW really had any sense, they would have seen that you just spent A TON of money on a truckload of furniture, and would have waived the delivery fee just because you've done so much business with them. But I don't think I would have worked the ottoman on back-order angle quite so hard.
Just my 2-cents...which is usually overvalued.
March 10, 2009 04:51 PM
I'm so glad I found this blog! Man, I was going to purchase sofa, loveseat and rug from a scumbag...I'm not rich enough to replace new furniture after only a year or two of use, and work toohard to waste my time with disrespectful sale practice....Thank you all for the input, I'll spend a couple more hundred bucks and get the quality I deserve somewhere else.
March 13, 2009 12:00 PM
When we moved to Colorado, almost 1.5 years ago, our first purchase was to be a dining table and 6 chairs. My husband and I spent an hour deciding which set to purchase and went to find a salesperson to help us with the purchase. It was 30 minutes to closing and we finally found someone to help us. They rang up the table and chairs and gave me my total, it was $100 OVER my estimate. I inquired about the discrepancy and was told that the table didn't ring up for what the tag said. I thought a quick correction would be made and we would be on our way, I was wrong. The salesperson had to call the manager for help. We took the manager to the table and showed him the tag. He said, "Well, people are always trying to switch tags on us, so we came up with a system of adding the real price under the tag so that we always know the true price." HUH! The smirk on his face indicated that he thought they were so clever. He also made me feel like he thought we had switched the tag ourselves. I was offended and frustrated. I had just wasted nearly two hours of my life (with our four young children, mind you) in that store with no time to pick out another dining set. My husband and I decided right there that we would not return to that store again because of the lack of respect for their customers time. We found it very interesting that they would create checks and balances for themselves with regards to pricing items, but leave the customer to fend for themselves in trying to determine prices.
May 7, 2009 07:32 PM
Wow, it sounds as if there are many others that feel the same way I do about American Furniture Warehouse. I have long been frustrated with the customer service that AFW provides or should I say their lack of customer service skills. I began shopping American Furniture Warehouse when I lived in Thornton, CO over 10 years ago and have dropped quite a coin with that company. The sales staff is well trained on selling techniques but as many of you have pointed out the level of customer service skills is very inadequate and quite disappointing. Since moving to Colorado Springs, CO about 8 years ago I have come to understand just what consumers pay for their furniture when issues arise. Today was the day I understood just why this company has no customer service skills - it is because their leadership team teaches them to mistreat their customers.
Together with my daughter-in-law and my grandson we set out to purchase a new bedroom set so under my daughter-in-laws suggestion we started with AFW. We entered the building in Colorado Springs, my grandson sat in one of the massage chairs and immediately from behind be came a female who rudely proclaimed that the chairs are for adults only, flipped over a sign on the back of the chair and walked off. I was insulted, I announced I would not give this company any of my hard earned money and walked out. I then walked back in to discover a couple of the employees talking appeared to be talking about me, oh well - but I walked back in to find out the name of the individual that treated me so badly. She was the store manager - well now doesn't that explain everything.
I left there and went to Denver Mattress where a very nice sales person took care of me and helped me purchase my bedroom set - I am very pleased to share, AFW did not get any money from me on this day.
Thanks for giving me a place to share my story.
May 25, 2009 01:31 PM
Hmm, after reading a few of these posts I'm a bit surprised, I've purchased several things from AFW and they've stood the test of time, at least thus far. I have an entire bedroom set (cheapest they had) and still have it, I also still have a sofa and dining table that I bought 4 years ago (sofa gets more use than the table) and I just recently purchased a recliner and a TV of all things. Now granted, I tend to be the kind of person who shoes salespeople away when I'm shopping, but have never been treated rudely, at least to my face, while shopping at AFW. Guess I must just be lucky?
June 17, 2009 03:49 PM
I guess I wasn't one of the lucky ones. We purchased a sofa and chair and ottoman from American Furniture Warehouse in Feb 2009, it is June 2009 and it is falling apart at the seams. The poorest quality furniture we have ever purchased. We are now in AZ, my husband is in the Army and we were stationed at Fort Carson, Colorado when me made the dreadful decision to give AFW any of our money.
My husband had just returned from his second Iraq deployment in January 2009 and we bought this furniture in February2009. He came down on orders in March 2009 and we moved to AZ in May 2009. I placed a call to American Furniture Warehouse and spoke to a Cheryl, whom informed me because we moved out of state there was nothing they could do for us, and that we should have gone with a bigger chain like "Ashley Furniture" to avoid this problem. I advised her how disappointed I was in their lack of customer satisfaction. I in turn called Customer Service again on June 17, 2009 and spoke with a Shannon who was equally unhelpful.
I'm not sure what to do at this point, any advice?