American Furniture Warehouse

DO NOT SHOP HERE - Absolute worst furniture experience of my life. I purchased nearly $6,000 worth of furniture (all of which was on backorder) from the AFW Glendale location in late October. Some of the furniture came in and was to be delivered today, Nov. 23. We were home the entire time, and I received a voicemail (from a non-local number that just showed "Denver, CO" while I was on a work call). My work call ended about 10 minutes later, and I checked my voicemail and a very unclear message was left about an issue with delivery. I immediately called back and was put into phone tree hell because they did not include a direct line. The robocall recording said the soonest they would call me back would be 20 minutes.They had also called my boyfriend and left a message (he was also working from home). On that message they noted they wanted to verify our address was correct (it had an extra "0" in it) but they said they figured out what the actual address was and would try that address). I called my Glendale sales associate Chona, who gave me her number when I bought the furniture, which now I believe is because she couldn't trust these folks to actually be useful and customer service oriented. She was not in the office but even tried calling the local store manager and was sent to a voicemail box. She gave me a local store number to call too. Once we got through the phone tree of the local store, the person at the other end told us that we needed to "press six" and we went right back to the phone tree. Finally as we were going through all of this (approx 40 minutes later), a "manager" named "Angel" (also from a CO called us back) and said that although our window was 9:30 a.m. to noon., (and it was only 10:55 when we were talking to him) that they refused to bring the furniture back by because they could not get ahold of us. We told him that we had called multiple times and multiple locations and couldn't get a hold of anyone. We also noted that no one showed up at our door despite the message they left on my boyfriend's voicemail with the correct address and explained that we had taken a day off of work to be here for the delivery. When my boyfriend noted we took time off of work, Angel snidely noted "well, we all have to work." I then had to take more time off to drive to the store and cancel our order. This is where I encountered "Rick" the manager on duty that was utterly useless as well. I showed him documentation of the calls, texts from Chona and out of state numbers that were calling us. He then walked away and allegedly talked to "delivery." They lied and said they came by and we didn't answer the door. The screen door was open here and we have a Ring, so we can see who is at the door and on the street. No. One. Came. By. Rick said that he couldn't do anything and that the manager's voicemail box at the store was "giving them problems." The soonest they could deliver was several days away. Why? Because they were prepping for black Friday and a slew of new orders, so our old order apparently did not matter. I told him this ruined Thanksgiving for me and at this point I just wanted a refund. He was just happy to get rid of me, I suppose, and slithered back to the manager's area with the "broken answering machine." I then went and purchased furniture - not on backorder - from another local furniture store. Everything will be here Friday. Remember - you do not have to put up with awful experiences. You have choices. I know $6,000 to AFW is a drop in the bucket and they'll sell what I canceled in a day or two, but I will never ever recommend them or go back to them. I hope the founder (the one you see with all the tigers when you go into the store) is horrified by this horrible customer service.