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  • AFW has lost my business! We have purchased our kitchen table, TV console, computer desk, and most recently are queen mattress from them. The mattress was maybe a year old when it started to have problems. I spent this week jumping through hoops trying to fix the problem with American Furniture Warehouse. I called the colorado office seeking answers, and was given the name of the manager over the mattress warranties. I emailed her directly . I didn't hear anything back from her, so I called to follow up with my email. I was told she had gone home sick that day. I asked when she would return and they told me the next day. I tried calling again but was told she was out of the office and would return my call. They also said that my file was on her desk. He called me today at 3:53 p.m. I barely missed the phone and by the time I went downstairs to call her back 10 minutes later she was out of the office for the day. I really didn't appreciate her waiting till her last 5 minutes of work to call me back about this problem. My husband and I have been losing sleep over this horrible mattress! I had reached the Last Straw! So this afternoon I drove to the warehouse in Gilbert. I politely asked to speak with a manager in the mattress warranty department. I told them of the manager I had been working with via email and that I had been told she had gone home for the day but that there was someone else there. The woman said, "she hasn't left the office yet I'm looking right at her." Apparently this manager was standing talking to a group of employees right by me. I asked if I could speak to her or someone else and the woman refused. She said the only thing she could do for me was to put me on the phone with customer service. After yet more time on hold, I finally got a straight answer that my warranty was voided and there was nothing they could do for me. I was very frustrated, to say the least! I went across the parking lot to the new mattress firm where I received excellent customer service and found a new mattress. I would highly recommend that American Furniture Warehouse be more clear about its mattress warranty to the customers, be more flexible in replacing products, change their hold music, and be more efficient in responding to emails and phone calls.
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