American Furniture Warehouse

Reviews

• TL

  Tiffany Lopez

  4 days ago
  5.0
  Just purchased a dining room table from the AFW Firestone location and they once again did not fail to impress. They had a TON of fantastic options to chose from and their sales team are patient and kind. Thaily Granados helped us this time around and had patience of a saint while we sat in what seemed like 100 chairs to find "just the right ones" for us.
• VB

  Vincent Bolden

  Jan 5, 2026
  5.0
  As a longtime shopper of AFW, I must admit I have always been pleased with the quality of service and knowledge of everyone in the Firestone location, but on 12/29/2025 @9:16 pm, I was greeted and assisted by the friendliest representatives I have interacted with. Nevaeh & Kayla (Customer Service Lead) were incredibly friendly, professional, and eager to help. They embody the Can-Do attitude that every store should strive for. In my eyes, they are Rock Stars. Please pass on to them my appreciation for a job well done.
• MS

  Magdalena Swanson

  Dec 30, 2025
  4.0
  I’ve purchased several products from AFW over the years and have always been pleased with the quality and service. Recently, however, we were disappointed with a product due to incorrect measurements. While the resolution process took longer than expected, the team ultimately ensured that we received a replacement product that met our expectations. We will come back for future purchases, as they have a great selection at fair prices.
• CB

  Connie Brown

  Dec 8, 2025
  5.0
  Editing this to a 5 star because I decided to take the 3o minute drive and talk to them in person. Walked in the door was greeted so warmly. When asked what they could help me with I must have had a look on my face cause Paula says to me the look says it all. I told her the story of 2nd time in less than 4 month couch broke and explained the 3 conversations i jad the last few days and that they told me i would have to pay a 15 percent restock gee plus a delivery and a puck up fee. She was so empathetic and understanding of my frustrations then told me to go pick out a new set and there would be no fees just would havr to pay diference if what I picked was more expensive. I jad told her how awesome the original salesman was she looked at my receipt and said he (patrick) was working and offered to get him now or if I wanted to look first which I did. About 5 minutes in to looking patrick came up and easy even more awesome this time! I jave quite a few quirks on what and why I wanted certain things. He was patient and super helpful when I finally had ir between w I couldn't decide between he told me he had an idea that might make my decision easier. He came back just a few minutes later let me know one was in stock and could be delivered within a couple days the other wasn't and couldn't get for about 3 weeks. He was so right it really made my decision for me. In the end he spent over sn hour with me I ended up getting the same color and material couch I have but diferent manufacturer. Checking out was fun and friendly and we all (patrick and Paula) joked about making new best friends. We even toom a selfi! I normally would give AFW a great review. Have bought mant things there that have been all been great products, from nice mattresses, dressers, bedroom sets. We bought 2 of the same couches mid aug 2025 the one I had to call same night with problems. They brought a new one out that one also a dud. A piece of the top down table broke off, and the drop down table now leans heavily downward. Called and they told me they would have to pick up to fix and I would be without a couch for about 2 weeks. I told them second time in less than 4 months and not happy with the quality that it keeps breaking. We are seniors no dogs and the couches are very gently used. They now say they will do a refund so we can pick out something diferent but 15% restock fee plus we would have to pay for pickup and for delivery fer. We already paid delivery fee! Plus how many times will i have to give heavy furniture so they can move couches in and our? Not happy at all!
• RC

  Ruthie Cartwright

  Dec 5, 2025
  4.0
  I received great customer service in the Firestone shop from a man named Todd. He sent a quote to my email that day and I clicked the complete order button within the ten days. I never received a confirmation email and unfortunately did not realize this until the day before my couch was quoted to be delivered on Dec 6. I called in and was told by a customer service manager named Renee that I had received a phone call, voicemail and email (which I never received on 11/29) regarding my couch being in stock, and was told that the delivery was never actually scheduled, and the earliest they can get my couch to me is 1/3/25. I asked if there was a manager I could speak to as I had already been charged for the delivery and told that it would occur on 12/6, and hadn't been contacted since, and if there was a chance I could be compensated at the very least for the delivery fee. She said she was a manager and could offer me no compensation because they had done everything right on their end and reached out to me in a variety of ways. I told her again I hadn't received any of these communications, and that I didn't want to argue, I simply wanted to ask given that I now have to wait an extra month for the couch. I also offered that there is a chance that there could be a glitch in their website given that it is showing on their end that these things were sent, but I have no record on my end (trying to give the benefit of the doubt, but this got me no where). I'm hopeful that the couch itself will make this experience worth it, however, the customer service I received over the phone has soured this experience for me. This is my first time buying a piece of full price furniture, and I was hoping for much more given the amount I am paying. I will not be recommending AFW to any friends and family, and will be sure to pass along some words of caution to those interested in purchasing with them to pay close attention and not expect assistance if anything goes wrong. If anyone would like to contact me to discuss this further, I'm open to continuing the discussion and changing this review based on how this is received. Still hopeful and currently disappointed. UPDATE: Got a great phone call from Allison (who offered to check if the delivery truck had left yet and if they could get it out on that) and then an email follow up from Destry at AFW. Unfortunately the couch can't come sooner because the trucks already left but they are waiving the delivery fee. Thank you AFW for your quick response. And for other customers out there, continue to explore options even if you experience a bad call, if you talk to someone new things might turn out differently! Changed my review from 2 stars to 4 stars (the only issue now being that I never got the email that would have allowed me to fully schedule my delivery, which I imagine was just a technological snafoo). Appreciate AFW for doing what they can.

Frequently Asked Questions About American Furniture Warehouse