American Furniture Warehouse
AFW Horrible customer service

Ought recliner chair in '08, it's defective.
Took 2 weeks after my call for repair to get someone out here to look at it.
Inspector agreed chair needed to be picked up and fixed.

Date is set for pickup, I'm told I'll get a call the night before with exact pickup window.
No one calls.

Next day, men pick up chair (fortunately I was home), I ask what happens next, they say they have "no idea" but "someone will call" me.
No one calls.

4 days later, I call and am told it's "the customer's responsibility" to check on repair.
No one ever told me this (in fact they said the exact opposite).
When I ask for an update on chair, they don't have one but say someone will be in touch in the next 2-3 days with an update.
No one calls.

Today, Sept 14, I call and am told by Heidi in customer service that there's a problem, the factory sent a part that's "not lining up" with my chair and "they gonna try to make it work."
if it doesn't work, they'll have to go back through the factory again and it could be another 2 weeks.
I ask what happens next and she says she'll call me back with an update in a couple days. (considering this company's history with promised phone calls, I'm skeptical).

I ask if the company can just keep the chair at this point and refund my money, considering what a disaster this whole experience has been, she says no.
When I express frustration with the entire process, she demands "what do you wanna do, do you wanna argue with me?!?!?"

So, to summarize:
a month later, still no chair, no concrete answers, no idea when or if it'll ever be fixed and re-delivered.
I guess I have to just hope someone will call me.
I'm certainly not going to call again, since every time I do, I get treated as if I'm the problem.

Company: American Furniture Warehouse
Country: USA
Site: www.afwonline.com

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