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.