Furniture Stores
American Signature Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for American Signature Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 899 total complaints in the last 3 years.
- 299 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/26/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’m filing a complaint against Value City Furniture. On May 30, a tech inspected my broken couch. However, the correct part wasn’t ordered initially. It was only ordered after I complained about the issue. After chatting with customer service on June 24 and 25, I was told the part would take 2 months to deliver. Despite this, Value City Furniture refuses to replace the couch.
When I spoke with the store manager, I was told it was a manager’s decision to not replace the couch. Notably, a family member with the same exact couch waited over six months for repairs and ultimately had theirs replaced without issue. I believe Value City Furniture is inconsistent and unfair in their customer service and warranty policies.
Details:
- Inspection date: May 30
- Issue: Broken couch
- Part delivery: 2-month wait
- Part ordered only after complaintBusiness Response
Date: 06/27/2025
Dear Ms. *******,
Thank you for bringing this
matter to our attention. We are so sorry that you had a negative experience.
Our company takes pride in delivering the absolute best service to every
customer.
We see the part was ordered after
the service was done on 5/30/25. Parts can take 12/18 weeks to come in; the dates
are subject to change, depending on the vendor.
If we do not receive the parts by
mid-September, we can investigate the issue at this time.
Please see the link below:
****************************************************
Warranty-
Under conditions of normal usage
VALUE CITY FURNITURE/AMERICAN SIGNATURE FURNITURE will conduct repairs on any
defect in workmanship without any charge to the original purchaser for a one
year period from the date of possession of the original purchase. VALUE CITY
FURNITURE/AMERICAN SIGNATURE FURNITURE will not perform work or repair any
furniture which may cause a hazard to our employees or our property. Warranty
coverage does not apply to furniture that has been heavily soiled, stained,
intentionally misused, altered, improperly cleaned, infested, damaged in
transit, or otherwise damaged in a way that is not the result of defect in the
workmanship of the product. If the item cannot be repaired to factory
specifications, the item will be replaced with the same or comparable
merchandise. If the same item is not available, VALUE CITY FURNITURE/AMERICAN
SIGNATURE FURNITURE will issue an IN-STORE CREDIT towards new merchandise.
Accessory items are warranted for a period of 90 days. " AS-IS" items
carry no warranty and the sale is final (except where prohibited by law). For
warranty claims on mattresses, box springs, or additional protection or
warranty programs, refer to that warranty for service information.
Once we receive the parts, we
will call you to set up the repair.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 06/27/2025
I spoke with a store manager on Wednesday June 25th 2025 who advised my part was ordered that day. He did admit the previous service request for the part was not made. On May 30th 2025 a technician was in my home and advised me my part would be ordered once back in the office. I have now waited almost a month for this part only to find out I now have to wait until September for a resolution. How do I know that this will be resolved in September if the part has not come in within the last month? I am currently unable to use my furniture as intended. How is this good business practice? I am asking for a replacement couch or a voucher to purchase another couch as this one seems to be faulty. I also asked this request of the store manager and was told I must wait the two months for the part. When questioned why, the store manager informed me it was a “management decision”.
Regards,
******* *******Business Response
Date: 07/01/2025
Dear Ms. *******,
While we understand your frustrations,
the part was ordered after the service was done on 5/30/25. Parts can take
12/18 weeks to come in; the dates are subject to change, depending on the
vendor.
Again, per the warranty, if the
item cannot be repaired to factory specifications, the item will be replaced
with the same or comparable merchandise.
Warranty-
Under conditions of normal usage
VALUE CITY FURNITURE/AMERICAN SIGNATURE FURNITURE will conduct repairs on any
defect in workmanship without any charge to the original purchaser for a one
year period from the date of possession of the original purchase. VALUE CITY
FURNITURE/AMERICAN SIGNATURE FURNITURE will not perform work or repair any
furniture which may cause a hazard to our employees or our property. Warranty
coverage does not apply to furniture that has been heavily soiled, stained,
intentionally misused, altered, improperly cleaned, infested, damaged in
transit, or otherwise damaged in a way that is not the result of defect in the
workmanship of the product. If the item cannot be repaired to factory
specifications, the item will be replaced with the same or comparable
merchandise. If the same item is not available, VALUE CITY FURNITURE/AMERICAN
SIGNATURE FURNITURE will issue an IN-STORE CREDIT towards new merchandise.
Accessory items are warranted for a period of 90 days. " AS-IS" items
carry no warranty and the sale is final (except where prohibited by law). For
warranty claims on mattresses, box springs, or additional protection or
warranty programs, refer to that warranty for service information.
Once we receive the parts, we
will call you to set up the repair.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ************.
Sincerely,
***Resolution Supervisor
American Signature Inc.
******* ********
Customer Answer
Date: 07/01/2025
I am still without working furniture. This is unacceptable. As previously advised by the store manager this is a management decision forcing me to wait.
Regards,
******* *******Initial Complaint
Date:06/14/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased furniture. Delivery was made unfortunately they were unable to deliver according to the drivers furniture was too large. They obviously they were very inexperienced at delivering didn’t even know how to unhook a safety chain on my screen door. Wasn’t willing to try and make extra effort in maneuver it in. Also I over heard over heard a comment that this was gona take to long while trying to figure out a solution. Their only interest and solution was to return it. This was the same size of my last set and I have had at least 6 of furniture living in this home.Business Response
Date: 06/16/2025
Dear Mr. ******,
Thank you for bringing this
matter to our attention. We are so sorry that you had a negative experience.
Our company takes pride in delivering the absolute best service to every
customer.
While we understand your
frustrations, there is a 15% restocking fee on returned/refused merchandise.
The piece you ordered did not fit; we have images to show this. Please see the link
below and the back of your receipt.
****************************************************
Refund & Exchange Policy
A refund or exchange may be
requested at any time prior to your receipt of the merchandise. Your refund
will include taxes paid and the cost of any additional protection or warranty
programs purchased. After your receipt of merchandise, if you are dissatisfied
for any reason, you may return it for a full refund, less delivery fees, so
long as it is returned or exchanged within 7 days of pickup or delivery. To be
eligible for return, except where prohibited by law, and unless your
merchandise qualifies for replacement under a promotional program, Mattresses
and Box Springs must have law tags attached, and be in sanitary condition,
clean and free of tears, burns, stains of any kind. Except where prohibited by
law, a 15% restocking fee may be charged on returned merchandise or cancelled
orders. Customized merchandise that’s cancelled after an order is placed is
subject to a 20% cancellation fee. Refunds may only be made if merchandise is
in " as-new" condition. " AS-IS" and " One Only"
items are not refundable or exchangeable. Refunds will be in the same form as
that of the original payment and issued only to the individual(s) listed in the
invoice, except for cash. If your original payment was a cash payment and your
refund exceeds $250, a refund check will be issued by our Corporate Office
within 10 days and will be mailed to you by the store.
We have refunded the card on file,
less the delivery and restocking fees. Your refund can take 3/5 business days
to reflect on the card.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 06/19/2025
I am rejecting this response because: obviously this is a standard response. First of all I called immediately regarding this delivery. I was told a manager would call me. NO response. I have ordered numerous delivers with no issues from your company. I have spent thousands. Actually, you are the only furniture store I have used in the last 20 years that I will not be returning to. The furniture DID fit thru my door ways which I was asked to measure. I did not know I would have inexperienced movers with no motivation to problem solve. That should also be in your a clause! The delivery company gave it zero effort to get it into the 3rd door way. I explained to them they need to pivot and pull it thru from the bottom and they refused to even try. I have had experienced delivery men show me this method and it works every time They were only interested in sliding it straight thru on a blanket. When the found out they had to maneuver it they had no interest. Several comments where made about the appointment taking to long. it was obvious how inexperienced they where. You may have pics because I watched him take them and I also know what angle the where taking from. They struggled with just carrying the furniture in. Needing them to actually maneuver it I guess was just too much. .I understand why your store has no customers in it now. If had to rate the customer service from beginning to end would be a zero. I will be leaving my experience with this purchase on all reviews along with your automated response on this. Its very obvious you didn't understand my complaint and gave me a generic pre typed response to my complaint.
Regards,
***** ******Business Response
Date: 06/20/2025
Dear Ms. ******,
If the delivery team feels they can
damage the home or the furniture, they will not proceed with the delivery.
Again, we apologize for the inconvenience.
As stated, there is a 15% restocking fee, and the delivery fee is not refunded
on returned items.
If you have any further questions
or concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 07/01/2025
I am rejecting this response because: Is that why they made me sign for the delivery before it was delivered. Doesn’t sound look like your delivery team was very honest. They couldn’t get it in to my home but made me sign for no damage BEFORE it was delivered. Is this company policy. Was company policy followed? NO! Like I said they made lil effort to deliver my furniture. No worries on the poor customer service two family members and a friend have decided to go with Gardner White. I will continue sharing my experience with people and feel great everytime the go with another furniture store! Also how your company made me fraudulently sign pre delivery caused trust issues with your store. Companies bricks and mortar stores are barely surviving now with competitive online shopping. I’m sure your shitty policy will catch up soon!
Regards,
***** ******Initial Complaint
Date:06/11/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 28 March 2025, my wife and I purchased the Mayfair upholstered bedroom set sold from the Value City Furniture Store located in ************ location for $3641.67. The order consisted of *********** bed with bedframe, a dresser Mayfair white, a sliding door armoire and 1 nightstand. All of the items were originally delivered on 8 may but two pieces (the armoire and dresser) were damaged upon delivery. Value City has replaced the armoire and tried twice to replace the damaged dresser. Both dresser replacements also were damaged during delivery. We are still waiting for Value City Furniture to deliver an undamaged dresser. We keep receiving delivery dates, but Value City will notify us after the delivery date has passed that they've rescheduled our delivery as they have no replacement pieces in their inventory. We've taken time off from work and have had to store our clothes in boxes as we wait for an undamaged dresser. It's bewildering to us as you can visit the Value City Furniture website and order a dresser time now which should indicate that they have pieces in stock. As of today, it's been 75 days since we purchased the dresser and we are still without a dresser. Value City has rescheduled delivery for 17 June 2025, but we are afraid that yet again, they will not deliver an undamaged dresser or any replacement dresser due to their track record thus far.Business Response
Date: 06/12/2025
Dear Mr. ****************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
You are set for 6/20/25 delivery.Please note we cannot guarantee the dates; they are subject to change depending on the vendor.
Once you have a successful delivery of the dresser, we will look at a discount for the inconvenience.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
JoyResolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:06/10/2025
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered a custom couch 03/18/25 total cost approx $2500 incl fees & furniture protection. Deliver was supposed to be 05/17. Received call changing to 05/21 but I would be out of country so changed to May 25th. Received call 2 days prior confirming. Then day before stattng June 10th. This was a big problem because I had a large event 06/07. I Received call confirming delivery would be made on 6/10 two days prior. Today, 06/10 i track my order and now states July 4th. I explain i can't go another month without a sitting space. I was told the item wasn't even made yet. So I request to cancel but they state since it was custom they charge 20%. I said if it hasn't been made what difference does it make if it's custom. I had to rent a couch, take off work and been lied to 3x about delivery of a couch that wasn't eveb made yet. It is very unlikely they will deliver the couch on the 4th of July. I'm refused a full refund and only offered half of delivery fee. I still have no sitting area in my living roomBusiness Response
Date: 06/10/2025
Dear Ms. ****,
Thank you for bringing this
matter to our attention. We are so sorry that you had a negative experience.
Our company takes pride in delivering the absolute best service to every
customer.
It seems your items have been
delayed by the vendor. You are set for 7/4/25 delivery, please note we cannot
guarantee the dates, the dates are they are subject to change depending on the
vendor.
You have talked with the store and,
once you have a successful delivery, we will refund the card for the
inconvenience.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 06/11/2025
I am rejecting this response because: I have still not received my item and suspect that they will not deliver on the 4th of July holiday as I was told. A rep name Christina was supposed to call me back to confirm the delivery date would be made on the holiday but never did. I will not consider the matter closed until I receive my merchandise with a considerable discount off cost of item or a FULL refund
Regards,
****** ****Business Response
Date: 06/11/2025
Dear Ms. ****,
While we understand your
frustrations, this is a special-ordered piece. They can take 90 to 120 days to
be produced and then sent to us. We have the delivery date set for 7/4/25; we
do deliver on this day. Please note that the delivery dates are tentative and
subject to change depending on the vendor.
Again, if you would like to
cancel, there is a 20% cancellation fee; the item is being especially made for
you, it is in production, and we cannot cancel the piece.
Please see the link below for our
policy; this is also on the back of your receipt.
****************************************************
Refund & Exchange Policy
A refund or exchange may be
requested at any time prior to your receipt of the merchandise. Your refund
will include taxes paid and the cost of any additional protection or warranty
programs purchased. After your receipt of merchandise, if you are dissatisfied
for any reason, you may return it for a full refund, less delivery fees, so
long as it is returned or exchanged within 7 days of pickup or delivery. To be
eligible for return, except where prohibited by law, and unless your
merchandise qualifies for replacement under a promotional program, Mattresses
and Box Springs must have law tags attached, and be in sanitary condition,
clean and free of tears, burns, stains of any kind. Except where prohibited by
law, a 15% restocking fee may be charged on returned merchandise or cancelled
orders. Customized merchandise that’s cancelled after an order is placed is
subject to a 20% cancellation fee. Refunds may only be made if merchandise is
in " as-new" condition. " AS-IS" and " One Only"
items are not refundable or exchangeable. Refunds will be in the same form as
that of the original payment and issued only to the individual(s) listed in the
invoice, except for cash. If your original payment was a cash payment and your
refund exceeds $250, a refund check will be issued by our Corporate Office
within 10 days and will be mailed to you by the store.
Once you have a successful
delivery, we will refund the card for the inconvenience, the amount the store
offered. Again, special orders can take 90 to 120 days to be produced;
technically, the invoice is not delayed.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
************* **********
American Signature Inc.
###-###-####
Customer Answer
Date: 06/12/2025
What is also on my receipt is a delivery date of 05/17/2025. No where on the receipt does it state that date is tentative. Therefore your company violated the contract/agreement of my purchase
Regards,
****** ****Initial Complaint
Date:06/06/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/26/2025, I purchased a sectional for $4204.69 with a promise of delivery on 6/4/2025 from VCF in ********* IN.
On 6/2/2025, I received confirmation of the delivery time of between 3-6PM on 6/4/2025. I contacted the ********** Indiana store to inquire if there was another time/day and was told I would receive a callback. This callback did not happen.
On 6/3/2025, I was told the delivery for 6/4/2025 was cancelled and now is 6/14/2025. I never consented to cancel. I contacted the store I visited on 5/26/2025 and was met with hostility and zero empathy but instead an unprofessional tone and aggressive speech patterns. I then connected to a party in Corporate named Valerie who listened, empathized, and advised me she would contact the GM’s and the regional manager to advise them of the situation and experience.
On 6/4/2025, I received a call from VCF stating with a new delivery date of 6/6/2025.
On 6/5/2025, we got rid of the couch we were using.
On 6/6/2025, I received the text of the delivery and the call when the parties were 5-10 minutes out. When they arrived, they only had one piece to deliver – the back of the chaise. I contacted the Plainfield store and was told by Laurie she would pass the information to her GM. I received a follow up call from her with a status update and confirming all parts of the sectional are at the warehouse.
It's now 3PM on 6/6/2025 and I received a callback from Laurie, the sectional is unable to be delivered until 6/11/2025.
We have plans to celebrate a very special occasion this evening and now are scrambling to see if we can salvage the event. VCF has ruined this day for loved ones traveling in from out of town and my family. This entire process has been ridiculous. To say I deserve a formal apology would be underplaying the amount of stress and unprofessionalism I have encountered over this purchase.Business Response
Date: 06/09/2025
Dear ****** ******,
Thank you for bringing this
matter to our attention. We are so sorry that you had a negative experience.
Our company takes pride in delivering the absolute best service to every
customer.
We see you are set for delivery
on 6/11/25, between 2:45 pm and 5:45 pm.
We have filed a complaint for you
as well.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
************* **********
American Signature Inc.
###-###-####
Customer Answer
Date: 06/10/2025
Numerous times I have been told I would receive a call from a manager. This never happened. This response appears only appears to be another acknowledgment that VCF is aware there is an issue but nothing else. This experience has recently become an inconvenient part time job due to the amount of time I have had to address multiple failures on VCFs part.
The sectional was supposed to be in my home on 6/4/2025. It is now 6/10/2025 and although delivery is scheduled for tomorrow, it does not erase the hardship posed by VCF. At the very least the delivery charge could be reimbursed due to the failures which have occurred and the time I have had to take to address it.
Regards,
****** ******Business Response
Date: 06/10/2025
Dear ****** ******,
Once you have a full, successful
delivery, we can look at a discount for you.
Please note that all dates are
subject to change depending on the vendor.
Again, we apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
************* **********
American Signature Inc.
###-###-####
Initial Complaint
Date:06/05/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased 4 Broyhill toffee colored sofas from VCF on April ******* with delivery do on the 2nd of May. Once sofas arrived only 1 of 4 was of good quality. Refused 3 and waited to hear from store on ***lacements. Never happened. May 14th went to store. Customer *** called warehousing , warehousing wanted to know if I wanted the damage sofas back!!! Then told customer *** that the ******************** I had ordered was discontinued. Store tried to have me to see if anything else suited my needs. Nothing at all! Requested a return of the Sofa I accepted. We agreed to have it picked up on the 22nd of May, 2025. Customer *** stated once ******************** or last Sofa is returned my account will reflect the removal of $2591.96 on my statement. Furniture was picked up on 22nd of May, 2025 as planned. Called store Customer *** at 5:30 pm eastern time on June ****** and explained everything above. She could see all activity on account but needed to talk with warehousing. I was told that I would get a call back in about an hour from her. I waited and no call. Today is now June 5, 2025 and still have not heard from the Customer ***. I will be revisiting the store tomorrow. June ******Business Response
Date: 06/09/2025
Dear Mr. **************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
We see that the invoice was canceled and refunded on 6/5/25.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
JoyResolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 06/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
***** ******Initial Complaint
Date:06/03/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered 5 piece sectional on 3/9/25, woth promised delivery date 5/15/25. Was contacted by store that delivery was set. Approx 3 hours later, was notified by same store that delivery now pushed to 5/22/25. Received 4 of the 5 pieces on 5/22. Missing whole left side loveseat to sectional, company now promising 6/26/25 for missing piece delivery. I would like the rest of my sectional delivered ASAP and either a substantial discount or refund for $250 delivery fee. Delivery dates were not met, partial order delivered, no contact from company about missing piece, and five months from order date.Business Response
Date: 06/05/2025
Dear ******* ********,
We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
It appears that the store has rescheduled the delivery of the *** Loveseat ******* for June *******. All these dates are estimated and subject to change. However, we will process the refund of the delivery charge after the successful delivery.
If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.
Sincerely,
*******
Resolution Supervisor
*************
************Customer Answer
Date: 06/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******* ********Initial Complaint
Date:06/02/2025
Type:Delivery IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
May 7, 2025 - Ordered 2 nightstands with pick up date to be approximately 2 weeks.May 14, received an email they were in at the ************* store.May 15, went to pick them up, but nope not there. They told us they were in ******* at that store, not there either, they told us probably August before we would get them. June 2025, Now they say, get online and figure it out since that is how I ordered them. Today online, only half of their website works and the number you call doesn't get you anywhere either.I don't know who else to call, or where else to go online, oh and they don't answer their chat either. What can I do? I would love the nightstands I ordered, but I'm not willing to wait until August especially after all of this run around. Just want my money back.Business Response
Date: 06/03/2025
Dear Ms. *************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
It seems your items have been delayed by the vendor. We have canceled the invoice and issued a refund for you.The refund can take 3/5 business days to reflect on the card.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
JoyResolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 06/03/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
***** *****Initial Complaint
Date:06/01/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased a set of furniture that was delivered in February 2023 I believe. Purchased the 5 year warranty after the sales *** said if anything happens to the stuff it would get ***laced. Filed a claim at then end of last year for the love seat. After months the warranty company agreed to ***lace 1/2 of the loveseat. During the wait the same thing happened to the couch (frame broke on one side). The warranty company declined this loss saying it had been that way for a long time. We disputed this and again they denied the coverage. My wife and I are very unhappy with the outcome. Value city told us we can call to request a gift card instead of ***lacing 1/2 of the loveseat because they too agreed it wouldnt match a 2 year old unit. Called the warranty company who said value city has to issue that. Called value city again who said the warranty company had to do that. We have now purchased furniture elsewhere as the games are still ongoing 7 months after initial claim. We want a refund for the cost of the warranty at least. At this point nothing was ***laced.Business Response
Date: 06/03/2025
Dear ******,
We sincerely apologize for the inconvenience you've experienced. Please know that we are committed to doing our best to assist you.
Regarding your concern, all purchase orders for replacements must be processed directly through the warranty provider. Unfortunately, Value City Furniture is not authorized to issue gift cards in lieu of a purchase order.
Your extended warranty is provided by *********************, an independent company. As such, we are unable to mandate any specific action from them, including refunds or service approvals.
According to the terms and conditions of your protection plan:
You may cancel this Plan at any time for any reason by mailing a written cancellation request along with the original copy of the Plan to: Provider, P.O. ************************************. If you cancel within the first 30 days of receipt and no claims have been made, you are entitled to a full refund. After 30 days, or once a claim has been made, a pro-rated refund will be issued based on the remaining time on the Plan, minus an administrative fee not exceeding 10% of the Plan price or $25 (whichever is less), and any claims paid, where permitted by law.
We regret any inconvenience this situation may have caused.For further assistance, we recommend contacting Uniters directly at ************. If your concerns remain unresolved, you may also consider submitting a formal complaint through the Better Business Bureaus website for **********************
Thank you for your understanding.
Sincerely,
****** P
Resolution Supervisor
Customer Care
************Initial Complaint
Date:05/31/2025
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered furniture over a month ago and the delivery has been cancelled multiple times then I have a voicemail saying something was delayed today and they didn’t have it in stock but they were going to deliver everything but 2 items. They only delivered the item they said they didn’t have and none of the others. 4000$ was spent on this furniture and they aren’t providing any resolution and are not being helpful at allBusiness Response
Date: 06/03/2025
Dear *****, ***** & ****** ******,
Thank you for bringing this
matter to our attention. We are so sorry that you had a negative experience.
Our company takes pride in delivering the absolute best service to every
customer.
It seems your items have been
delayed by the vendor.
You are set for 6/14/25 delivery.
Please note we cannot guarantee the dates; the dates are they are subject to
change depending on the vendor.
Once you have a successful
delivery, we can look at a discount for the inconvenience.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***Resolution Supervisor
American Signature Inc.
###-###-####
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