Business Profile

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

894 total complaints in the last 3 years.
299 complaints closed in the last 12 months.

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The 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:02/23/2025
Type:Customer Service Issues
Status:
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.
Value city has refused to pick up the 2 pieces out of three pieces of furniture that I ordered and refund my money SINCE NOV. 2024 !
Business Response
Date: 03/02/2025
Dear ********* Murray

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
After reviewing your order, our records show that your order was scheduled to be picked up on 1/7/25. We apologize that we did not remove the remaining items by 1/7/25.
We have rescheduled you for the earliest date for removal 3/11/25. Please let us know if this date works.

Best Regards
*********
************
Initial Complaint
Date:02/22/2025
Type:Service or Repair Issues
Status:
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.
I placed an order for a sectional online on 2/16/25 for over $4000. Delivery was scheduled for 2/19/25 as it is an item in stock. I followed up on Tuesday because the link provided had no updates. I was told on Tuesday, 2/17 that my delivery would be the 19th, but no time window yet. I was ok with that answer , and proceeded to get rid of my furniture. Wednesday I received a follow up that they apologize , but it would be here Friday the 21st and not the 19th. I had already gotten rid of my furniture at this time, but wasnt a big issue. Friday came , and still no updates online, no texts , nothing, so I called the store , and to my surprise I was given a time window and it was being delivered that day! Well they sent me a link 8 minutes before arrival , and in that link was my delivery, I immediately noticed that there was missing pieces of the sectional. Its 5 pieces and only 4 were being delivered. I called the store immediately. The delivery drivers pulled in (2 huge trucks following eachother ) and 6-7 people. I asked them how many pieces and they said they only have 4 , and I was in real time telling the manager **** this on the phone. I told them how I wanted it set up, that did not happen, I then asked to test it , because 3 sections are powered , and they said you can test it, you have 3 days and left . Might I add I paid extra for the delivery and set up. While on the phone she was very apologetic and said that should have been tested. Because of them setting it up in the wrong spots, I was unable to test it myself because it was not by the outlet like I had asked. She was super sweet on the phone, and said she was going to have the delivery fee refunded, and the missing piece would be out for delivery the next day ( today). She said she would call me around 12 to give me a time window. I thanked her and the call ended. No delivery today, store said they have no notes. And want me to wait u til 3/4. So dissatisfied and requested full refund.
Business Response
Date: 02/26/2025
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 looks like the store has scheduled the pick-up on 02/27/25. Please call the store first at ************ to confirm the merchandise availability.
      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: 02/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22977620

I am rejecting this response because:
No on ever called. No email sent to me, no communication at all. And have been trying to contact the store since they opened currently on hold for 52 minutes at this point.
and looks like the pickup date was changed to tomorrow , not surprised at all. And still never received my refund promised for the delivery. Still missing furniture and money.

Regards,

***** ********
Customer Answer
Date: 03/04/2025
Just a follow up. It is now tuesday, 3/5 , I do not have my furniture. the local store does not answer my calls, never refunded my delivery fee as promised. So I am still left with nothing yet they have thousands of dollars. I just want a refund so I can go do business with a reputable company. At this point they have stolen my money and refuse to communicate, update, refund, deliver, or pick up. I sure hope this helps get someones attention since they do not have a corporate number. And the store doesnt answer. This is so terrible. ******. I work so hard for my money and this is like someone stealing it from you and promising to give it back , 5 times over now and not coming through. If they were a person there would be a police report filed for theft. This is so sad how its been handled/ or lack of rather.
Business Response
Date: 03/13/2025
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 looks like the store completed the delivery of your living room set on 03/11/2025.
      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: 03/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22977620

I am rejecting this response because: I thought they had to follow up on 7 days ? Its been way longer, but ok. And the furniture was delivered, damaged, and a new delivery date is now set for 3/25/25. Sooo here we are. And still have yet to receive the original refund of the delivery fee that was supposedly approved on 2/22 I have no words on this whole experience anymore.

Regards,

***** ********
Business Response
Date: 03/19/2025
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 looks like the Store processed the $200 refund on 3-13-2025 back on your card, and the delivery is scheduled for 03-25-25.
      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: 03/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22977620

I am rejecting this response because: I appreciate the update. I did receive the refund of the $200 on 3/18 in my account. And am awaiting the delivery scheduled for 3/25. Will update when the issue is fully resolved. I will not say the issue has been resolved yet since I have had 6 or 7 reschedules in the past.
Thank you.

Regards,

***** ********
Customer Answer
Date: 04/07/2025
Reference number 22977620.

All the issues have been resolved. We have received all the furniture.
Thank you.
Initial Complaint
Date:02/20/2025
Type:Product Issues
Status:
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.
Defective recliner sofa, see Attached document
Business Response
Date: 02/24/2025
Dear ******* *** **** ******,

      We sincerely
apologize for any inconvenience you may have experienced. We want to put forth
our very best effort to resolve this complaint.
      We are working
with the store to see the status of the parts. We will try our best to resolve
this issue as soon as possible.
      If you have any
further questions or concerns, please reach out to your purchasing store
location or Customer Care at ###-###-####. Once again, please accept our
apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
Customer Care
###-###-####
Initial Complaint
Date:02/20/2025
Type:Sales and Advertising Issues
Status:
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.
We ordered a sectional on 12/31/2024. The sectional was delivered on 1/17/2025. After delivery we noticed two of the recliners were making a bad clicking/snapping sound. Upon inspection we noticed that on both items bars were bent that shouldnt be bent so they were damaged. We contacted the store immediately and we were told a repair technician would need to come investigate. The first repair company came, he said the bars are supposed to be bent and that the "snapping" noise wasnt hurting anything. which is insane for a new piece of furniture. So we immediately went to the store to look at the floor model. We took pictures and video of our damaged sectional with us. The floor model recliners bars WERE NOT BENT! We explained and showed everything to a manager. He said that he still had to have someone come out to make a report. The next company shows up and the technician agrees that they are damaged. The store receives the report but are only replacing one of the damaged items because the report didnt indicate both were damaged. So we went back to the store, talked to an associate they scheduled another technician to come out. We specifically stated that the first company DOES NOT COME. Guess who they sent for inspection. The first company, that gentleman came in and argued raised his voice and told us that if they move up and down its fine if they are bent, making noise and rubbing with the other seats. We went back to the store again (4 weeks of fighting this now. We finally had to have our original sales associate stick up for us and say this is wrong. We once again showed them pictures and video and showed them that the floor model was not bent. They finally accepted our images and talked to a manager and they approved the recliner be replaced. We had to call on 2/18 and ask for an update and were told its out of stock with no date available. We are now on week 5. My husband has taken 3 full days and 2 half days off work for deliveries and repair companies.
Business Response
Date: 02/24/2025
Dear *** ****,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
   We cannot find your order under the provided information. Can you please provide us with the invoice number, name, and phone number?
      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: 02/24/2025
I currently dont have the invoice number on me. The account is under: ***** Love
phone: **************
address: *************************************************************************
Customer Answer
Date: 02/24/2025
Invoice number is:
*************
Customer Answer
Date: 02/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22966436

I am rejecting this response because:
Invoice number is:
*************
account under: ***** Love **************
as of the original date of complaint we have still not heard back from the store or a representative from Value City Furniture in regards to when our item will be replaced!

Regards,

*** ****
Business Response
Date: 02/27/2025
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 looks like the store has sent the service technician out for the inspection and ordered the parts after reviewing his report. We will reach out to the store to check the status of the parts and follow up with you as soon as possible.
      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: 02/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint

Complaint: 22966436

I am rejecting this response because: Issue has not been resolved nor have we had any communication from the store in regards to ordering or estimate delivery for replacement of broken sectional. We ordered this couch in December and are still having to fight for communication and answers!

Regards,

*** ****
Business Response
Date: 03/05/2025
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 looks like the store contacted you regarding the ****** sectional. They have already ordered the parts. As soon as the parts arrive, the store will set up service and fix your sectional.
      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
*************
************
Initial Complaint
Date:02/19/2025
Type:Delivery Issues
Status:
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.
The transaction was on December 1, 2024, and I was promised delivery of the living room set later that month. I only received some of my items and others were damaged. They kept pushing off my delivery date till February andup until February 8, 2025. I only had half a couch. On February 10 I called them to discuss compensation for all of the issuesand they agreed to refund me $500 that same day 10 days later I had not received any compensation so I called them back and they told me there was no mention of compensation in our previous call and they would not provide me with the recording. They still have an outstanding piece that has yet to be for the living room set and is supposedly to be delivered in March 2025 it has been a quarter of a year and I still have notyet had a full delivery. They are trying to scam me and say that there was never mention of a $500 compensation which is not true. Then they just tried refund me the $393 instead of the agreed-upon $500.
Business Response
Date: 02/25/2025
Dear ******* ******,

We realize this is frustrating for you, and I'd like to explain. Regrettably, it is not possible for us to discuss an account with you that doesn't belong to you.
We were not able to find any accounts with your name on them, using the phone number provided.

Thank you
*********
Resolution Supervisor
************
Initial Complaint
Date:02/19/2025
Type:Product Issues
Status:
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.
I am writing to formally express my frustration and dissatisfaction with my recent furniture purchase experience at your Stonecrest location. My order, placed on January 15, 2025, has been met with repeated delays, miscommunications, and damaged items, leading to significant inconvenience and lost wages due to time taken off work for failed deliveries.1. My delivery, originally scheduled for January 23, 2025, was rescheduled to January 27, 2025. However, within minutes, I was asked if I could accept delivery on January 24, 2025, to which I agreed.2. Missed Delivery (January 24, 2025): No one called or delivered my furniture. Upon calling, I was informed my delivery date had never been changed from January 27, 2025 a clear failure in communication.3. Partial Delivery (January 25, 2025): I was called and told that only three out of four items were available. I accepted this, but on January 27, 2025, two items arrived damaged.4. Replacement Delivery Failure (February 1, 2025): When the replacement delivery was scheduled, the team was unaware of the exchange process, lacked space to take the damaged items, and did not bring the missing fourth item. Additionally, the replacement items were also damaged, so I refused the delivery.5. Another Failed Delivery (February 8, 2025): I was told my replacements would arrive on this date, but no one called or showed up. Upon calling, I was informed that my delivery date had been changed again, without any prior communication. This caused me to waste an entire day waiting.6. Store Visit & Another Order (February 18, 2025): After my complaints, the store manager placed another order. However, when delivery arrived, they attempted to deliver two right-side pieces instead of a right and left, making the items unusable. Once again, I missed work for ********** this point, this experience has been completely unacceptable due to the repeated delivery failures, miscommunication, and damaged products.
Business Response
Date: 02/25/2025
Dear ******* ******,

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
We are currently looking into this matter, and we are requesting additional time on this matter. Please allow us 10 days to continue to look into this matter and respond.

Thank you
*********
Resolution Supervisor
************
Customer Answer
Date: 02/25/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22962998

I am rejecting this response because: I still need a response and I giving the company the time needed to investigate.
Here is an update from my continued experience.
Broken Promise by General Manager:

Throughout this ordeal, the General Manager at the ********** location, Raheem, assured me that he would discount my purchase back to the original discounted price as a gesture of good faith and to compensate for the numerous troubles, inconveniences, and poor service I endured. He explicitly stated that this adjustment would be made once my delivery was finally completed.

Now that my delivery is complete, I went to the store to speak with him so he could honor this promise. However, Raheem is now avoiding me, refusing to speak with me, and not making himself available. Instead, I have been speaking with ****** another manager, who has told me that she cannot override him. This is completely unacceptable.

Resolution Requested:

At this point, this experience has been completely unacceptable due to the repeated delivery failures, miscommunication, and broken promises. While I was initially offered a delivery fee refund and later a price reduction, this does not begin to compensate for the significant inconvenience, lost time, and ongoing frustration.

I have spent over $8,000 with American Signature and deserve the compensation and resolution I was promised. The way I am being treated especially by the General Manager is extremely disappointing and unfair.

Regards,

******* ******
Business Response
Date: 03/06/2025
Dear ******* ******,

We sincerely apologize for any inconvenience you may have experienced. Our records show that you have an outstanding refund for $561.00.
We have applied $561.00 back to your Synchrony account on 3/6/25. Please allow 3-5 business days for processing.

Thank you
*********
Resolution Supervisor
************

Customer Answer
Date: 03/06/2025
[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:02/18/2025
Type:Service or Repair Issues
Status:
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 am writing to express my deep disappointment regarding a buffet I purchased from your store in October 2024. Upon delivery, I discovered that the buffet had several defects, including overspray on the finish, a crack on the back panel, and a warped door.Since the initial delivery, your team has sent multiple replacement buffets. Unfortunately, each replacement has been in worse condition than the previous one. During one visit, your service technician inspected the item and mentioned that only the warped door could potentially be fixed, leaving the other issues ************** a first-time customer who has no idea about ********************** quality or your service, I find this experience extremely disheartening. I kindly request that someone from your management team contact me directly to discuss a satisfactory resolution to this matter.I appreciate your prompt attention to this issue and look forward to hearing from you soon.Sincerely,***** ****
Business Response
Date: 02/19/2025
Dear *****,

We sincerely apologize for the inconvenience you've experienced with our company. Please know that we are committed to addressing your concerns and ensuring that your experience with us is resolved.

After reviewing your invoice,we acknowledge the issues with the server, and we are pleased to offer one of the following options for moving forward with your order:

1. Exchange: Wait for a replacement unit, with a tentative delivery date of 03/20/2025.
2. Keep the Current Item: Retain the server as-is and receive an additional 20% off the item, bringing the total refund to $158.26.
3. Return for Full Refund: Return the server for a full refund.

These options have been noted in your account. To proceed with any of the above, please contact your purchasing location or reach our corporate ************* team at ************.

Once again, we apologize for any inconvenience caused and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact our ************* team.

Sincerely,

****** P
Resolution Supervisor
*************
************
Initial Complaint
Date:02/18/2025
Type:Billing Issues
Status:
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.
My husband and I bought a king bedroom set (7 pieces in total) on 1/30/25 for our master bedroom. We had the option for an estimated delivery date of 2/13, but I chose 2/15 since it was a Saturday and wouldn't interfere with my work schedule. On 2/13 VCF called stating the delivery would be pushed to Monday 2/17, so I took off of work to accommodate. VCF called 2/15 and left a voicemail stating they wouldn't be delivering the furniture Monday and did not provide a new date. After calling the number provided 15 times, I was finally told that the new ESTIMATED delivery date would be 3/1 and that is not guaranteed. This furniture was already purchased over 2 weeks ago and our credit card bill has been paid, so we cannot cancel the order. This is the second time we have been VERY disappointed in VCF's delivery service, but the first was during COVID, so we were trying to give VCF some ***** and we are now regretting that. We cannot just sit around and drop everything when VCF calls saying they're delivering our furniture that day - we have to take our current furniture out of the bedroom AND we both have full time jobs! VCF is holding our furniture hostage at this point!
Business Response
Date: 02/18/2025
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.
We have adjusted the cost for the new sales price for you, your refund can take 3/5 business days to reflect on the Master Card.
You are set for delivery on 2/27/25,please note the delivery dates are subject to change. Once you have a successful delivery we can refund the delivery fee 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,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 02/18/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22955162

I am rejecting this response because the delivery date is still a month after the order date, 2+ weeks from my requested delivery date and is still not guaranteed! I cannot keep taking days off of work for furniture that we paid a lot of money for!

Regards,

********** ********
Business Response
Date: 02/20/2025
Dear Ms. ******************* we apologize for the delays,you are set for delivery on 2/27/25, please note the delivery dates are subject to change. Once you have a successful delivery we can refund the delivery fee 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,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 02/27/2025
[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 as long as the delivery is waived due to the delay. The delivery team did successfully deliver and assemble our bedroom set. They were professional, nice, and helpful. They knew exactly where the furniture would fit and made sure to place everything as I asked. I did notice some darker coloring on some of the white wood and one dime-sized chip in the dresser (picture attached), but other than those initial items, I am pleased with the furniture and delivery team. I have not plugged the nightstands in yet to confirm they work, but I am assuming they will.

Regards,

********** ********
Initial Complaint
Date:02/17/2025
Type:Delivery Issues
Status:
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.
We ordered a sectional on 1/1/2025. Delivery was scheduled for 1/23/2025. On 1/22/2025, Value City called and said they would still be delivering but would be missing 2 pieces (armless recliner and end chaise recliner). They rescheduled delivery for the missing 2 pieces on 1/29/2025. On 1/28/2025, they called me again to say both pieces couldnt fit on the truck and they had to delay delivery again. We rescheduled for 2/11/2025. On 2/10/2025, they called again to say they were bringing one of the pieces, but the other piece is delayed again because it didnt get on the truck. At this time, I expressed my frustration and asked for a supervisor to call me. They assured me someone named ******* would call, and she never did. My one armless recliner was delivered on 2/11/2025, and it wont recline until the final piece is here because it provides the power supply. We are now rescheduled for 2/26/2025 and I have no confidence that my piece will be delivered. Again, I was told I would get a call back from a supervisor after I asked for them to deliver it the week of 2/17/2025, and I never got a call back. Each time I have to setup delivery, I have to take time off work. This is extremely frustrating and it would have been easier for me to pickup each item. I am requesting refund of my delivery fees. I am also requesting that my final piece delivered on the date of 2/26/2025 or I will pursue legal action to recoup money lost from having to take time off work multiple times. I have paid for a product that has not been provided to me on the agreed upon date. I was told me pieces are ready and available, but they dont have room on a truck. It seems to me that Value City needs to figure how to get more trucks and drivers to meet the needs of their customers.
Business Response
Date: 02/18/2025
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.
We see you are set for delivery on 2/21/25 not 2/26/25, please note the delivery dates are subject to change. We apologize for the delays and the inconvenience they have caused.
Once you have a successful delivery we can discount the invoice for you.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:02/13/2025
Type:Product Issues
Status:
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.
This business charged me ************************************************************************************************************************ no it wasnt actually there. The third time they sent it back and now wont give me a refund. I want a full refund if not double at this point for making me waste my f****** time every other day.
Business Response
Date: 02/14/2025
Dear *******,

We sincerely apologize for the experience you've had with our company and appreciate your feedback. Please know that we are committed to addressing your concerns and resolving this matter to the best of our ability.

After reviewing your order,we see that it is still active, and we have not received any notification of cancellation at this time. If you wish to cancel the order, please feel free to contact us at ************, and we will be happy to process a full refund of $686.39.

We deeply regret any inconvenience this may have caused and are here to assist you further. Should you have any additional questions or concerns, please dont hesitate to reach out to our *********************** team at the same number.

Thank you for your understanding.

Sincerely,

****** P
Resolution Supervisor
Customer Care
************

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