MS
mikenzi spackman
1 day ago
If you’re shopping at American Furniture Warehouse, ask for Dirk! We worked with him on two separate purchases—a sectional and a mattress—and both experiences were outstanding.
Dirk was incredibly kind, patient, and genuinely cared about helping us find what was best for our family rather than just making a sale. He listened to what we wanted, answered all of our questions, and never once made us feel pressured or rushed. His honesty and no-pressure approach made the entire process enjoyable, which is rare when furniture shopping!
Because of Dirk, buying our sectional and mattress was such a positive experience. We left feeling confident in our purchases and truly appreciated how well we were treated. We will absolutely be asking for him again the next time we need furniture and highly recommend that anyone shopping at American Furniture Warehouse does the same!
Great experience purchasing a new sofa and recliner at AFW. Their consultants aren't pushy and actually let you walk around without bombarding you. Bobby was awesome! He took the time to explain the warranty, the features of the furniture, and I even got to see the warehouse. He didn't make me feel pressured to buy and I could tell he genuinely cared that I was getting the furniture I wanted. The bathrooms were clean and I really like that there's an area to get snacks and drinks after spending 2 hours walking the showroom. I can definitely see coming back to AFW in the future.
CM
Claudet Miller
Jul 4, 2026
Gloria Oakley listened to the type of sectional we wanted and the space we had to work with, she was so efficient and quickly put such a nice sectional together for us. She wasn't down our throats and was still understanding when we let her know we'd walk around to make sure nothing else caught out eye. Walking away not feeling pressured into a purchase and so happy and excited for the arrival of our sectional. She made the experience seamless was very informative and never lost track of our needs. Make sure you go to her she's the best!
DB
David Butler
Jun 26, 2026
I've spent thousands of dollars at this store over the years, including purchasing a new living room set just last month. Unfortunately, this experience has convinced me that I'll never shop here again.
I waited over a month for my desk to arrive. Once it finally came in, I confirmed my delivery appointment a week in advance and continued receiving text message confirmations all the way through the day before delivery. Because I work from home, I took the day off, disassembled my existing desk, and prepared my office for the new one.
The morning of delivery, instead of delivering the desk, they left a voicemail saying the driver had loaded the wrong box and my delivery would have to be pushed back until the following week. Despite communicating by text throughout the entire process, they chose to leave only a voicemail for this critical update, which I didn't see until later.
When I called, the manager told me there was nothing they could do except reschedule for the following week. I explained that I work from home and no longer had a desk. I asked if I could pick one up myself. She said there was one available in Gilbert—over an hour away—and that I would have to transport and assemble it myself.
I then asked if, given the circumstances and the inconvenience caused by their mistake, they could at least assemble it as a courtesy. The answer was no. I asked if they could offer any discount or compensation for the inconvenience. Again, no. Finally, I asked to speak with someone higher up, only to be told she was the manager and that "everything is recorded."
At that point, I cancelled the entire order.
Mistakes happen—I understand that. What I can't understand is a complete lack of accountability or any effort to make things right for a loyal customer. A small discount, free assembly, or any reasonable accommodation would have gone a long way.
Extremely disappointing customer service, and after years of being a loyal customer, this experience has permanently lost my business.
KH
Kevin Henkel
Jun 15, 2026
UPDATE: The store manager John called me and sincerely apologized. He stated he was looking into what happened and said this was not the norm for the team. He was very empathetic, caring, and sincere. He frequently stated he wished he could give me the day back. John also added a very generous additional compensation to lessen the burden of the experience. He made sure there was no misunderstanding regarding my previous compensations. He stated I can call him anytime or meet him in store to ensure the nightmare experience does not happen again. Thank you John!
I am a second-time customer at American Furniture, and I had a nightmare delivery experience.
On Thursday, 6/11/26, I purchased a recliner and bedframe with Platinum Delivery at the 99th Ave location in Glendale, AZ. Delivery was scheduled for Sunday, 6/14/26, with an estimated delivery window of 2:45 PM to 5:15 PM.
I stayed home during the delivery window and regularly checked the tracking website. At one point, the tracker showed 10 stops ahead of me, but after refreshing the page it suddenly showed 19 stops. Despite the confusion, I continued waiting.
At 5:47 PM, I called customer service for an ETA and was told the truck was running behind schedule. Since my community gate closes at 6:00 PM, I provided the code and was assured it would be given to the driver.
At 7:56 PM, I called the store directly and was informed for the first time that the truck had broken down earlier that day. The representative assured me the truck was still making deliveries and that I would receive my order that evening.
At 8:35 PM, I called again because my order status showed "undelivered." A different representative told me there were still two trucks making deliveries and that five stops remained ahead of mine. She stated I could either continue waiting or reschedule. After already waiting six hours, I chose to continue waiting. She confirmed that my furniture would still arrive that night, verified that the driver had received my code, and stated that although she did not know the truck's location, I would still receive my delivery that day.
At that point, I requested a refund of my delivery fee due to the inconvenience. She agreed and stated the full delivery fee would be automatically refunded to my card after delivery. After I asked about additional compensation, she spoke with her sales manager, who offered a $50 store credit, which I accepted.
As the night went on, the tracking system eventually stopped working and showed that my order could not be found. By 12:37 AM, I still had not received my furniture and customer service was closed. I stayed up until 1:37 AM waiting for a delivery that never arrived. The only reason I stopped waiting was because a family member convinced me it was unlikely the truck was still coming.
On Monday, 6/15/26 at 8:45 AM, I received a call from American Furniture apologizing for the situation. The representative explained that another customer and I had not received our deliveries the previous day and assured me my furniture would arrive before 6:00 PM that day after have spoken to the delivery manager. She initially offered to refund only half of my delivery fee, despite another representative already promising a full refund and a $50 store credit. After I explained the situation and expressed my frustration with the poor communication and misinformation, she increased the store credit to $100 and stated this was the best she could do.
At approximately 9:00 AM, the tracker finally showed only two stops ahead of me. At 11:32 AM, the delivery driver called and said they were about 15 minutes away. The truck arrived at 11:49 AM, and the entire delivery was completed by 12:00 PM.
My biggest issue is not that the delivery was delayed. Delays happen. My issue is the complete lack of communication and the repeated assurances that my furniture was still coming when it clearly was not. I spent more than 10 hours waiting for my delivery, stayed awake until 1:37 AM, and was repeatedly given inaccurate information by multiple representatives.
