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American Furniture Warehouse - Living Room Furniture
Posted on Thursday, April 11th, 2013 at 9:34pm CDT by Evelyn H.
Company: American Furniture Warehouse
March 29, 2013 I visited American Furniture Warehouse in Pueblo Colorado.
I was in the market for New Living Room Furniture...I researched their website and found the furniture I wanted to purchase. I drove the 56 miles from my home to actually see and test out the sofa and love seat I had chosen.
I was quite satisfied with the merchandise I finally found. Not once did a salesperson approach me and ask if they could help.
I went over to the service desk and ask if I could get some help, Aaron McGahan was willing to help. I took him over to the furniture I was looking to purchase, I knew more about it then the he did; i.e. mfg, American made, type of wood and fabric used. Like I said I had searched it out in depth before going down to see it.
I decided it was what I wanted, we then looked for some end tables and coffee table to go with it. Finally found ones that I had also researched on web. I purchased the sofa, love seat, and tables. Aaron did say the love seat was on back order but was due in April 4th. we agreed to delivery date of April 25th.
After returning home, I made some more measuring and realized the coffee table was going to be way to big for the space I had. I called Aaron and he was out for the day. Customer service helped me with cancel the coffee table and add an additional end table.
Closer to the 4th of April I called Aaron to see if the love seat had come in and he said yes it had and they could deliver on the 11th of April. Which would have been great, but I could not get anyone to move old furniture out at that time. So I called back and Aaron was not available so I told them I needed to make sure the delivery date was still April 25th. I also changed my order to different tables that I had found that would work better.
Customer service added these tables to my order and said they would tie it to the original order. April 25th was still scheduled deliver date.
April 10th, AFW called to say my furniture was ready for delivery on April 11th, I explained that we had planned on April 25th and could they leave it at that date as I was not sure I could get anyone on that short of notice to move old furniture.
I was informed that is was already on the truck and could not be changed.
So I hurried to call and see if I could get someone on short notice to move old furniture. I found some people to come, called Tara back and told her I had found someone to help.
They called a second time on April 10th to confirm the delivery of my furniture. A third phone call indicated they would be here April 11th between 10am and 2pm.
April 11th I received a call around 9:30am indicating they would be here in 30 minutes with my furniture order.
About 10 minutes to 10 they arrived, we were ready all the old furniture had been removed. The delivery guys said we have your furniture order, 2 end tables and coffee table. I said and sofa and love seat? He said no we have no sofa or love seat. He looks at the order with the tables and clearly says TIE TO ORIGINAL ORDER # 522965210. which was the original sofa and love seat order #.
He called someone and came back in the house and said love seat was still on Back Order. I called Aaron and talked to him regarding the conversation we had where he said love seat had come in and they could deliver on the 11th. I explained to him the situation here, that all the old furniture had been moved out and I had paid the movers.
He transferred me to customer service and the gal in customer service did not want to hear anything I had to say, all she could say is the love seat in on backorder and delivery date was April 25th. She was very rude and hateful to me, so needless to say I cancelled the entire order. I apologized to the delivery drivers for having to take back the tables and the trip they had made out here.
I called several other furniture companies and ended up buying my furniture elsewhere. Not exactly what I originally wanted but it is nice furniture, courteous salespeople and delivered it to me within an hour and half from the time I purchased it.
I can not believe the treatment I received from AFW in Pueblo and I hope others do not have the same experience I have had. I am out the expense of having old furniture moved out on short notice and than not receiving what I was informed was being delivered.
We are older people and husband is totally disabled and under hospice care. He did not need all the stress we were put through today by AFW.