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.
297 complaints closed in the last 12 months.

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Submit a Complaint

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:02/13/2025
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
************
Initial Complaint
Date:02/13/2025
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.
On 1/13 I purchased a dresser, vanity, and nightstand. I paid in full for all items and was told everything was in stock. I scheduled the delivery, and when delivered the nightstand was missing. VC rescheduled the delivery of the nightstand, but the date passed with no delivery. They rescheduled the delivery and that date passed with no delivery, They rescheduled again for 2/13, that window has now passed again with no delivery. My wife and I have adjusted our schedules and children's schedules 4 times with still no delivery.
Business Response
Date: 02/17/2025
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 contacting
the store to complete the delivery as soon as possible and 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 Customer Care
at ###-###-####. Once again, please accept our apologies for any inconvenience
this may have caused.

Sincerely,

Zeeshan
********** **********
******** ****
###-###-####
Customer Answer
Date: 02/18/2025

I am rejecting this response because:
For the 5th time, I was called this morning to say that my delivery was scheduled for the 21st when it was scheduled for today and I confirmed. This will now be the 6th time you guys have interrupted my family’s schedule. We have moved things around 5 different times for you all to continue to fail. I’ve attached a confirmation for my delivery today - but was just called to confirm my address for 2/21 delivery. What is going on?

Regards,

**** *****
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.
         The store has rescheduled the delivery of the
Nightstand on Tuesday 03-04-2025. We will keep an eye on this order. The store
also processed the refund of $199.99 back on your card.
      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,

*******
********** **********
******** ****
###-###-####
Initial Complaint
Date:02/13/2025
Type:Customer Service 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.
Around late January or February I visited your store in ************, **. Saw a beautiful bed and picked out night stands, bed bench, and told the sales *** I also needed a low profile foundation. We were told the bed was clearances out and not in stock. It was very dissapointing. I then traveled to your store in ********* and low and behold there was the bed. I explained we had already did a quote in ************ and they copied everything from the quote. I never saw the foundation and explained to the sales associate in ************ we needed a low profile foundation. After paying my money I was told the box springs and bed bench had to be picked up in ************. The bed would be delivered fr ********* but by a third party. I had to hire a private moving company to pick up the items in ************. The bed delivery was 2/5 but my pick up for box springs was a day or two earlier. I also had to wait for my mattress delivery as I explained to Value City I had just moved to my place. Once the mattress arrived and we set up bed, foundation is to high for my bed. I spoke with your online team for help getting a ***lacement. I was hit with it was my responsibility to measure the foundation. Excuse me? I never saw the foundation. Why is that customers experience outstanding customer service during purchases but crappy service when a problem arrives? I was hit again with 7 day policy and I asked for an exception. However your oine team made all kinds of excuses and placing the blame on me. I just want to order a low profile bunkie board/box spring. I was coming to buy a couch n was hoping they could bring the new foundation with couch and take back the ones Value City recommended. Your online team is empathetic to customers concerns. I too did not know the dimensions as I never saw the foundation. The receipt explains nothing and when you click on foundation in quote it doesn't go to the item but the main VCF page. After this experience you all lost a consumer.
Business Response
Date: 02/18/2025
Dear ******* *****,

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint. After further review on your invoice *********** we can extend the return policy as a one-time courtesy until 2/28/25. We have notated your invoice with the additional information provided. However, we would not be able to waive the restocking fee of 15%. All returns are subject to a 15% restocking fee. If you would like to continue with this offer, please notify the store you made your purchase with, and they will be able to assist you.

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

Customer Answer
Date: 02/27/2025
Please reopen case as I responded with another request. The business was asked to deliver another boxspring with no cost for delivery. Then pick up the foundation when they deliver the correct product. This was not answered in the business response. In the future, please explain accepting responses will close the case. That was not what I intended on doing. This is the least Value City can do. After having some items delivered then making me pick up items from other stores. Furthermore, Value City in ************, ** never answers. Just called and was hung up on. This is store is always problematic reaching.

Just so we are clear: need to order low profile foundation and I will pay for it. But they need to deliver for free and pick up the wrong ordered foundation and takke it back. I dont have any more money to spend after I had to pay for pickup for merchandise ordered in ******** and then sent to ************ location. Then I had to pay for bed delivery separately. Then I ordered two night stands that Value City couldnt add to previous ticket that hadn't been delivered yet. This caused me to pay three separate delivery fees and that was not fair to me. I am disabled and this is all nerve wrecking.

Respectfully,

******* *****
************

--
******* *****
Business Response
Date: 02/27/2025
Dear ******* *****,

Thank you for your feedback. We answered your first complaint by extending the return policy to allow you to make a return/exchange.
Unfortunately, we won't be able to offer you free delivery at this time. I understand this is not the response you wanted to hear.
As a one-time courtesy we are only extending the return/exchange date. Please return/exchange your items by 3/15/25. After this date, we will not be able to accept the items back into our store, we are also waving the restocking fee of 15%, but this order needs to be exchanged/returned no later than 3/15/25. We have updated your invoice to reflect this update.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 03/06/2025
I am rejecting this response because: only because if I accept the response BBB will close the case. The Sku number is: ******* it's the same exact box spring but low profile like I asked previously. Your sales rep picked the wrong foundation. I didn't put the ticket together your sales rep in Falls Church did. I appreciate your efforts to resolve this. Once everything is finalized I will accept response so we can close case out and deal directly with one another.

Regards,

******* *****
###-###-####
Business Response
Date: 04/04/2025
Hello,
Mrs. ***** called in 3/28/25 to make her payment for delivery on 4/4/25.
Customer Answer
Date: 04/07/2025
I accept the business's response to resolve this complaint. The only problem is customers shouldn’t be liable for their sales representatives mistakes. I ended up having to pay more for the foundations. When I specifically told sales representative I needed a low profle box spring because I am short. I never was shown the product and the receipt doesn’t specify the dimensions etc. received corrected foundation and can now get in the bed. I am disabled and VCF had me running all around town for their mistakes.

Regards,

******* *****
Initial Complaint
Date:02/13/2025
Type:Delivery 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.
Business has not delivered all the furniture I paid for. Only a partial order was delivered. They are unsure if they can fulfill the rest of the order. However they will not issue a refund and pick up the pieces they brought without deducting a $200 delivery fee.
Business Response
Date: 02/17/2025
Dear ******* *****,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      Your order has been cancelled and pick-up is scheduled for 02-27-2025. The store will process a full refund after the pickup. There is no restocking fee or delivery fee applied to your order.
      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: 02/18/2025
[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:02/12/2025
Type:Billing 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 purchased a recliner from a local store one week ago The salesperson on their computer was showing 42 available and pick up was 2-27-25. They called the warehouse because the pick up date was not allowing them to put in was told by warehouse that this recliner was not available until 3-6-2025. They also said they are changing over to a new system, and obviously not on the same page ***** mistake. I was also charged that same day for my purchaseeven though I do not have this recliner yet. Reading all the reviews I wish I would have seen them before purchasing my recliner So I want to know why we as paid customers need to have charges made on our credit card without the merchandise, should be pending.and why when I go onto VCF website that I can purchase same recliner and have a pick up date after 2-20-25..very misleading and false advertisementplease advise! Thank you!
Business Response
Date: 02/17/2025
Dear ******* ******,

We realize this is frustrating for you, and I'd like to explain. We cannot accept a COD on any order. All orders must be paid in full in to schedule delivery. Our scheduling dates or tentative, and they are subject to change. When you go online, it does state delivery pricing and availability based on zip codes. It shows you the delivery dates or pickup dates state before or after the date provided. This statement shows the delivery or pickup dates can be before the date is given or it may arrive after the date is given.

We apologize for any confusion that may have occurred.
Thank you
*********
Resolution Supervisor
************
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: 22933006

I am rejecting this response because:
There is nothing to reject as far as this response Thanks for getting back with *** want to clear up the fact that I know you do not accept CODwas not asking for thatI used my credit card...but dont understand why this amount I was billed on my credit card happened right awayand why is it not PENDING as most big businesses do before merchandise is delivered or picked up in my case.I just received an appliance and was not charged was pending until I received this appliance in my house by the delivery folks Also you had said that this merchandise is to be delivered, that is not true I will be picking it up at the ********* whseCant afford your prices on deliveryPlease tell mewould like to know at this point if I will be able to pick up this merchandise on the promised date of 3-6-25 No where does it state Estimated date on receipt.. also wanted to check this recliner out at the whse for any damagesBefore bringing this chair all the way back home. *** I wished I knew that we had to wait 4 weeks for this recliner.when salesmen day of sales said the status on her end shows 42 recliners in the whseplease let me know who to speak to regarding inspection on recliner thank you!
Regards,

******* ******
Business Response
Date: 02/19/2025
Dear ******* ******,

Thank you for your feedback. As we previously stated in the previous email, All orders must be paid in full in to schedule delivery. In the previous email we stated our scheduling dates are tentative, and they are subject to change. We cannot promise dates, but we will provide you the most accurate information that we have at that time. If any changes occur, we will update you. We discussed delivery dates/pickup dates in the previous email where online it does state delivery or pickup dates can be before the date is given or it may arrive after the date is given. We did not discuss that your order was set for delivery. You are currently set for pickup on 3/6/25. If anything changes you will be updated.

Please review our Pickup Policy-Be sure to inspect your purchase for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify store personnel within 7 days of taking possession of the merchandise and arrange to bring your merchandise to the store for service or exchange. All customers are allowed to inspect their order before leaving.

Thank you
*********
Resolution Supervisor
************
Customer Answer
Date: 02/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22933006

I am rejecting this response because:
Again thanks for your response but going to have to disagreethere is no where on my store receipt showing Tentative dates.. Please show me that..On the website shows First Available datealso shows Pick your requested pick up date.And will receive an email confirmed pick up date. Not Tentative dates or Estimated dates. Also if you have an email address to respond too please provide to me. Some of my other questions were not answered but not going around in circles. But will say as customers we need to have the correct information told to us. Thank you!

Regards,

******* ******
Initial Complaint
Date:02/11/2025
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.
Couch was purchased on 1/7/2025, delivered on 1/11/2025. I was informed that this couch was a return from a special order, previous client did not want all sectional pieces ordered. Couch was on floor priced as $699. I was not told that the cushions did not match, although similar, stitching was different. One cushion pattern horizontal/vertical, second cushion pattern is diagonal. Called the store to explain that this was not noticed at purchase and/or delivery and only noticed that one cushion was different stitching recently. Spoke to store manager *****.The only solution they gave me was all sales are final and would not answer why I was not informed that the cushions were a mis-match, but only that the sections were returned due to other client changing their mind. Outraged that they will not swap out the mis-match cushion.Please help me resolve this issue, this is a horrible way to run a business.Thank you.
Business Response
Date: 02/11/2025
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 purchased an as-is piece, on 1/07/2025, you called on 2/11/25 to state that the cushions are not matching, per a friend.
Per our policy, online and 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 thats 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 **************** within 10 days and will be mailed to you by the store.
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: 02/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22926479

I am rejecting this response because:
American Signature did not inform me that the cushions were a mis-match. Had I known the cushions were from 2 different pieces, I would not have purchased.
I am requesting that American Signature pick up this couch with refund, minus original delivery fee and restocking fee or swap out the mis-matched cushion.

Regards,

****** ********
Business Response
Date: 02/17/2025
Dear Ms. ****************** we understand your frustrations, you as the consumer have the responsibility to look over the product you are purchasing, this piece is in the store for your viewing.
You purchased an as-is piece, on 1/07/2025, you called on 2/11/25 to state that the cushions are not matching,per a friend. Again, you had the opportunity to look at the piece before purchase and nothing was said at this time.
Per our policy, online, and on the back of your receipt, we do not allow returns/exchanges on as is pieces.All as is pieces are final sale.
We may be able to help order the cushions needed at your cost, please call #************ and the store can help you with this.
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:02/10/2025
Type:Order 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 couch was purchased 6/23/24. It has a one year warranty. I contacted customer service on 1/24/25 explaining part of the sectional was sinking in and I was unhappy with the how the material was wearing. I provided pictures and they agreed to send a third party, *** to inspect the couch. *** inspected the couch on 1/30/25 and agreed the couch was sinking and the fabric was not wearing well for its age. He said he would send his report and Value City would get back to me. He recommended replacing the pieces that were damaged. Ive emailed the store and the corporate office. No one has gotten back to me. My original point of contact was customer service agent, ******** *****.
Business Response
Date: 02/11/2025
Dear Ms. ************ apologize for your experience with our company and want to make our very best effort to resolve your complaint.
While we understand your frustrations, the issues with the Bliss you are having are not covered by the warranty. The manufacturer's warranty does not cover loss of cushion resistance or accumulation of soils and dye transfer. You have not purchased the extended warranty.
Please see the link below for our warranty:
***********************************************************
Warranty Programs and Repair Service
To ensure you are satisfied with your purchase, we offer the following Guarantees and Warranties:
One (1) Year Warranty
"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.
For other products, under conditions of normal usage, we 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.
We will not perform work or repair any product that may cause a hazard to our employees or our property.
Warranty coverage does not apply to products that have 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 product cannot be repaired to factory specifications, the product will be replaced with the same or comparable merchandise. If the same product is not available, we will issue an IN-STORE CREDIT towards new merchandise.
Accessory purchase warranty
Accessory items are warranted for a period of 90 days.
Guarantee of Fabrics
Since manufacturers of upholstered fabrics do not guarantee their merchandise from shrinkage, color fastness, or quality wearing, we are unable to consider adjustments, claims or credits for fabric merchandise.
To ensure the longevity of your fabric and leather products, optional protection is recommended. Please refer to the Fabric and Leather Protection Programs for additional information.
Pure Promise & Pure Support Protection Programs
Please take a moment to read your protection paperwork for specific information on coverage, exclusions, and how to obtain service.
For protections purchased prior to 09/15/2024 refer to our policies and disclaimers.

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: 02/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22924668

I am rejecting this response because:
I was told that should be covered by Value City and then there was no communication after the couch was inspected. Also there is no excessive wear and tear. I find this very frustrating. I can forward pictures.

Regards,

****** *****
Customer Answer
Date: 02/11/2025
The structure of the couch and the cushion should be covered. This picture shows the sagging of the couch that is 7 months old.
Business Response
Date: 02/12/2025
Dear Ms. **************** while we understand your frustrations, the issues with the Bliss you are having are not covered by the warranty. The manufacturer's warranty does not cover loss of cushion resistance or accumulation of soils and dye transfer. You have not purchased the extended warranty.
Please see the link below for our warranty:
***********************************************************
Warranty Programs and Repair Service
To ensure you are satisfied with your purchase, we offer the following Guarantees and Warranties:
One (1) Year Warranty
"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.
For other products, under conditions of normal usage, we 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.
We will not perform work or repair any product that may cause a hazard to our employees or our property.
Warranty coverage does not apply to products that have 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 product cannot be repaired to factory specifications, the product will be replaced with the same or comparable merchandise. If the same product is not available, we will issue an IN-STORE CREDIT towards new merchandise.
Accessory purchase warranty
Accessory items are warranted for a period of 90 days.
Guarantee of Fabrics
Since manufacturers of upholstered fabrics do not guarantee their merchandise from shrinkage, color fastness, or quality wearing, we are unable to consider adjustments, claims or credits for fabric merchandise.
To ensure the longevity of your fabric and leather products, optional protection is recommended. Please refer to the Fabric and Leather Protection Programs for additional information.
Pure Promise & Pure Support Protection Programs
Please take a moment to read your protection paperwork for specific information on coverage, exclusions, and how to obtain service.
For protections purchased prior to 09/15/2024 refer to our policies and disclaimers.

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:02/10/2025
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.
I am writing to express my frustration regarding my scheduled furniture pickup. I received confirmation that my furniture was ready for pickup, yet when I arrived at the designated location, it was not there. This caused a significant inconvenience, especially since I had rented a U-Haul specifically for this pickup, incurring unnecessary costs.Given the circumstances, I expect a clear explanation of what happened, an immediate resolution for obtaining my furniture, and reimbursement for the U-Haul expenses I incurred due to the incorrect information provided.Please let me know how you plan to address this issue as soon as possible. I appreciate your prompt attention to this matter.Previous BB complaint: ********
Business Response
Date: 02/11/2025
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 there is a delay with the piece through the vendor. We see the estimated date is 3/26/25. Please note the dates are subject to change.
Once you have a successful pickup,we can refund $175.00 on the U-Haul cost.
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: 02/14/2025

Thank you for your quick action in processing the refund for my U-Haul rentalI truly appreciate the prompt response.
However, given the inconvenience Ive experienced, Id like to request that Value City Furniture cover the cost of delivering my furniture or provide delivery.  I believe this would be a fair resolution considering the circumstances.
I appreciate your attention to this matter and look forward to hearing from you soon.
Complaint: 22923613

I am rejecting this response because:

Regards,

****** *********
Business Response
Date: 02/17/2025
Dear Ms. ****************** the Pure Promise claim,delivery is not included. We will refund the $175.00 for the U-Haul once the chair is picked up and the damaged one is returned.
There is a new pick-up date, the estimated date is 2/21/25. Please note that the dates are subject to change.
Again, 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:02/07/2025
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 ordered a section and dining room set in November over Black Friday. I spent well over ***** dollars on the purchases only to wait until mid-January to get the sectional and half the dining room set. I'm still missing two Stools. The delivery date for the stools has now been pushed back twice. The now expected date is the end of February. The salesperson I worked with at the ************ location has not been helpful and neither has any of the managers there. They all keep blaming the manufacturing company. Contacted the corporate number and they just sent me back to the store number. I've got no help or resolution to this issue. I attempted to return the parts of the dining set I did receive but was denied because I already accepted partial delivery. The partial delivery was only accepted under the pretense that the remaining part of the order would be no more than a week late.
Business Response
Date: 02/08/2025
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 can offer you a reselection on the full dining set, with a discount for the inconvenience.
Or you can wait for the 2-stools that are delayed through the vendor, and we can look at a discount. We see you are set for delivery on 2/14/25 and 3/27/25.
Please let us know what you would like to do.Please email:
***********************************************************************************************************************************************************
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:02/06/2025
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.
My Brookdale sofa (LAF Chaise and RAF recliner) was delivered on 10/18/24. Within a week I noticed the back of the chaise was loose. A tech came to inspect on 11/12, said it seemed like the back was not put on correctly (we paid for VCF to deliver and install) and the hinges broken, ordered them to be delivered to my house with an estimated time 2 weeks. In Dec, still no parts. I called and they said it could be 4-6 weeks. I also noticed that the spot where I sit was rapidly flattening in multiple places, where as the chaise my boyfriend sits in way more was holding up fine. I emailed on 12/23 advising I still had no parts, my couch was flattening and clearly my couch was defective. I sent pictures and the response was they'd send a tech, to which I told them a tech had already been out in Nov. On 12/31, they said they would contact the store (even though I ordered online) and get back to me. On 1/9/25 I got a call that the warehouse received the parts (8 WEEKS LATER), even though they should've been sent to me directly. I emailed VCF and told them before I accepted the parts, I wanted to know what was going to be done about my flat sofa as there's no point fixing a broke half when they should just replace the entire sofa as it's defective and under a 1 year warranty. On 1/20, they responded they still hadn't heard from the store and would let me know. It's now 2/6/26, I still haven't heard anything. I've had a depleting couch since it got here 4 months ago, and nothing being done about it. While hinges may fix one issue, nothing is being addressed about the rest of the couch which clearly has issues. The couch has been in stock the entire time and could've been replaced. Replacing the couch would have fixed all of these issues.$1850 for a defective couch is not okay. I would like my sofa to be replaced at this time as this couch has been broken for months, is clearly a manufacturer's defect and likely to have issues down the line.
Business Response
Date: 02/12/2025
Dear ******* ***,

Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. After reviewing your order on 851-747276 we see that parts have came in for LAF Chaise. Our next steps are to send the parts out and to have a techinician install it. We will be contacting you to setup a date.

We are also reviewed the pictures sent for the *** D PWR Recliner the pictures do not show a manufacter defect. If you have any other issues with this chair. Please report the issue, and we will have a service technician to inspect.

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

Customer Answer
Date: 02/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22909990

I am rejecting this response because:

First... What is this phone number you provided me with? I call it and get some long speech about how to save on auto insurance. How is that in any way related to my furniture or helpful to me getting my issues resolved?

Next... I have been in touch with your online customer service (who responds as ********************************************** regarding the flatness of the sofa since December, who clearly thought there was enough of an issue to escalate it beyond themselves more than once. Your phone customer service advised me NOT to take the parts until it was settled that my entire sofa was going to be fixed. I've now waited over 1 and a half months to take these parts because of this.

There's no reason half of the couch is flat when I weigh all of 120 pounds when my boyfriend at 170 pounds sit on the side with the chaise and his cushions are fine. Even if I weighed 3x as much, a couch should not be going flat after 4 months. I'm attaching additional pictures that show the chaise side against the *** side to show you the difference. I encourage you to please take more time to review these photos so you can see this is not a me problem, but a manufacturer's defect.

This couch is under a one year manufacturer's warranty, to which I am well under. Your warranty, as I've pasted at the end of this, clearly states "UNDER CONDITIONS OF NORMAL USAGE" which this is. This is absolutely a defect in workmanship as one half of the couch was not filled correctly and the other half came broken. There are no signs of deflating on other parts of the couch. It's uneven wear despite it getting used everywhere shows this is a defect. This is a warranty issue and to dismiss it so quickly is incredibly poor customer service, as is providing a faulty phone number. I hope you can correct this issue as this was one of many purchases for me at Value City and I hope for it to not be the last.

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.

Regards,

******* ***
Business Response
Date: 02/14/2025
Dear ******* ***,

We are sorry for any frustration this has caused you. After reviewing the previous email sent to you, there was a typo with the phone number provided. The correct number should be ************. This was an error on our behalf.
Currently you are under the one year manufacturer's warranty. Under the warranty if a item is deemed repairable parts will be ordered. If the item is deemed unrepairable you will receive an exchange. Parts were ordered on your behalf, and they are currently ready. Any refusal for service including accepting parts will void your warranty.

The pictures you attached to your complaint are deemed as "Normal" We will not be repairing or exchanging this piece. However, if you continue to any problems with this piece, please report this to us and a service technician will be sent out.
Thank you
Resolution Supervisor
*********
************

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American Signature Inc. is NOT a BBB Accredited Business.