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:01/23/2025
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.
Dear Value City Furniture,I am writing to express my extreme frustration and disappointment with my recent experience ordering a couch from your store. I placed the order in November, and since then, I have received three different delivery dates, all of which have been pushed back. Now, I am being told to expect delivery in Marcha waiting period of nearly four months for a single sofa.Throughout this ordeal, I have faced nothing but unhelpful responses from your store. Every inquiry has been met with the same excuse: blaming the delays on distribution issues without providing any concrete updates or solutions. To add insult to injury, I was told not to be upset because all delivery dates are tentative. This dismissive attitude shows a complete lack of regard for your ************ is unreasonable and unacceptable to expect anyone to endure such a lengthy wait for furniture, especially without clear communication or accountability. I am highly dissatisfied and will never do business with Value City Furniture again. Furthermore, I will actively discourage others from making the same mistake.This experience has been nothing but a source of frustration and wasted time. I expect a resolution or compensation and my delivery for this inconvenience, though my confidence in your ability to deliver on any commitment has been completely eroded.
Business Response
Date: 01/28/2025
Dear ****** *****,

Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. After reviewing your invoice on 81-632493
we do see that your order was delayed by the manufactor. We apologize for this experience, however we are unable to control any manufactory delays. Delays can occur for a number of reasons, and we try our best to keep our customers informed with the most current information when this happens.

All dates are tenative, so they are subject to change. Our records indicate that you spoke with the store on 1/23/25. You currenty have a delivery set for 2/6/25. Once the delivery is completed we will be happy to process fair compensation of $368.80 back to your **** card.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 01/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22849461

I am rejecting this response because:
Im actually not set to receive in February. I was called and told that only two pieces would be available in February and the third was tentative in MARCH!!! So a whole month difference in what is mentioned, its March 6th!! I have NO living room furniture as we were told in store that it had to be removed before delivery which I was told one day before I would not get it. How is this acceptable?? Youre telling me a date and the store is saying March 6th. We as paying costumers deserve better, my children deserve a sofa to sit on, not kitchen chairs due do lack of manpower, or manufacturer ********* is quite heartbreaking actually this is our home, our safe place, repent our furniture, commit to delivery it, and please do better!!

Regards,

****** *****
Business Response
Date: 02/04/2025
Dear ****** *****,

All dates are tentative, they are subject to change. You are scheduled for delivery on 2/6/25. . If anything changes we will update you. If you do not wish to continue with your order. Please let us know, and we can process your refund.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 02/04/2025
[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. Please send me the instructions to request, the money amount that I was told I would be refunded to my Visa.

Regards,

****** *****
Customer Answer
Date: 02/06/2025
Sadly, my item was not delivered as they said, again. I would have never agreed to resolve if I knew this. That is the reason I opened this complaint. I want to speak to some that represent Value City.
Business Response
Date: 02/14/2025
Dear ****** *****,
We are sorry for any frustration this has caused you. We reviewed our records and seen that you spoke to a customer service *** on 2/14/25 concerning the delay. Would you like to continue to wait on this order, or you could possibly reselect to something that is stock, or cancel your order.
Please advise
Thank you
Resolution Supervisor
*********
************
Initial Complaint
Date:01/23/2025
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.
ORDER # **-**5622 Shippimng # ***-**5369. I order a new couch on 1/11/20**. Wiii not be deliver till 03-01-20**. They where offering 24 months same a cash or interest free. So i thought i will take that. The devil is in the details. They use aplace called synchrony credit services. will in afew days the bill comes in. They a want a payment on 2-4-20**. I am not even going to get my couch if i get on time till 3-i-20**. Plus there is a service charge *****. None of this was dis closed at time of signing for the couch. I do think think this is very deceptive Business prctice. I object to paying for something I dont have yet. I cont know if this legal. Very unhappy about this. I did call them about this. The lady in customer service was very rude. She told me to go ahead a file a complaint. SO this is what i am doing now.
Business Response
Date: 01/28/2025
Dear ***** *****,

Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.

Your order was financed through **************, they have their own terms and conditions for their card. You would need to speak with ************** if you have any additional questions regarding payments, and financing questions.

If you would like to continue to wait on your order. We can apply up to 15% back to your Synchrony Card. The total purchase is $2694.93. We would be applying $404.24 back to your account. Please let us know if you would like to continue to wait on this order or cancel.

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

Customer Answer
Date: 01/28/2025
[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:01/22/2025
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 purchased furniture for my new home on November 27th, 2024, and was told that all my items would be delivered on my last delivery date which was January 17, 2025. They had ample time to make sure that all my items would be on the truck that came. Now they are saying some of my other items will not make it to my home until February 7th, 2025. other 65% of the items is supposedly to be coming on May 2nd 2025, which is unacceptable. My daughter's bedroom set came as a king and it was suppose to be a queen, my dinning room table was broken completely where it can not be used. ******** did all the ordering and rest assured me that all of my items would be there by the time I was moving in. If I can not get an answer as to all of my items coming on February 7th 2025 I will be asking for a refund for the items that were purchased and ask them also to pick them up. I am not happy with your guys service, and I have furnished 3 homes with you guys and never had this issue which is horrible and disappointing. If there is not a resolution I will file a civil complaint within the ***************** due to the amount of money I spent which was around ****** dollars. I ask for a quick response. thanks
Business Response
Date: 01/22/2025
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 do apologize that we have been experiencing some vendor delays regarding some items.
We see you are set for 2/7/25 delivery, please note that the delivery dates are subject to change depending on the vendor.
Once you have a successful delivery,we can look at compensation for the inconvenience.
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:01/21/2025
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.
When I purchased this loveseat, it was standing alone and it had a center console with a cupholder. I told the sales woman this is exactly what Ive been looking for, and I want to buy this loveseat. We went to check out. I paid for the loveseat and when it was delivered, there was no console. The delivery man said maybe its on backorder. After the delivery man left - The right side does not recline when you pull the lever. There is also several black plastic shreds falling from underneath both sides, indicating that something is rubbing and wearing off. I called immediately after the loveseat was delivered and I was told that I would get a call back in about two days- that was last week to have the right side lever to recline repaired. To this day nobody has called me. I was told to text the sales woman. All she did was apologize for her mistake and told me that I could go ahead and purchase the console since she forgot to add it or even tell me that it was an extra charge because she neglected to tell me it didnt come with the loveseat, even though it was displayed with it. she did not offer me a price she did not offer me free shipping or delivery when I reached out to her.
Business Response
Date: 01/22/2025
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 apologize for the miscommunication,we can offer you a discount on the console if you would like to place an order for it, we can give you 20% off this piece. We can deliver the piece for half the cost of the delivery fee. We will note the invoice and when you are ready the store or ************* can take the order 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.
****************

Customer Answer
Date: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22840798

I am rejecting this response because:
1.THE FAULTY ***** HAS NOT BEEN ADDRESSED. I WAS SUPPOSED TO HAVE A CALL BACK IN TWO DAYS FROM THE DATE OF DELIVERY WHEN I CALLED THE STORE TO ADVISE.
2.I TEXTED THE ***** ASSOCIATE AND SHE DID NOT ADDRESS THE ***** NOT WORKING EITHER
3.I SUBMITTED A BBB COMPLAINT RECORD AND THE RESPONSE GIVEN HERE STILL DOES NOT ADDRESS SOMEBODY COMING OUT TO FIX THE RIGHT SIDE LOVESEAT ***** NOT DEPLOYING OR CLOSING CORRECLTY
4.I HAVE A PERFECT SALE EXPERIENCE IN THE STORE. I FOUND THE LOVESEAT THAT I WANTED INCLUDING THE CONSOLE. THIS WAS THE MAIN REASON I PURCHASE IT. ***** ASSOCIATE UNDERSTOOD THIS AND KNEW IT WANTED IT, NEVER SAID IT WAS A SEPARATE PIECE. BASED ON WHAT I WAS VERBALLY SOLD AND PURCHASE IN THE STORE THE CONSOLE SHOULD BE DELIVERD FREE OF CHARGE AND THE STORE SHOULD EAT THE PRICE OF THE CONSOLE FOR THEIR ***** MISTAKE. IT WAS NOT MY KNOWING AT ALL THAT IT WAS NOT INLCUDED OR CHARGED FOR.

Regards,

****** ****
Business Response
Date: 01/25/2025
Dear Ms. *********** have set up a service for your issues, please see the email and text you have received.
Again, we apologize for the miscommunication, we can offer you a discount on the console if you would like to place an order for it, we can give you 20% off this piece. We can deliver the piece for half the cost of the delivery fee.
If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:01/20/2025
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.
On 11/25/2023 my husband and I went into the American Signature furniture located in ************, **. We had just survived a devastating house fire and were wanting to replace our couch that we had only had for 6 days prior to the fire. We selected all of the same furnishings and had a delivery date for sometime in March of 24. Due to the nature of our situation that was then moved to June and then July. On July 10th our couch was delivered to our garage in the packaging. We inspected the pieces and found that one of the pieces were damaged upon delivery. We immediately called the location and were given an email address to send photos to. We have gone back and forth every month since and still have not received our replacement piece even though it is in the warranty we purchased AS WELL AS in the delivery ***** the company has. it is highly unacceptable to spend over 5000 on a piece of furniture and be stuck with it being damaged. we've spoken to various managers as well as the sales person who helped us replace the couch and no one will call back or replace the damaged piece.
Business Response
Date: 01/25/2025
Dear ******** *******,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the store already ordered the replacement for one piece of your Plush sectional and waiting for it. They will update you with the delivery date as soon as they get it from the distribution center.
      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:01/20/2025
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.
Ok first of all, I ordered it on November 19, 2024. I'm still haven't got all of my order when they delivered. They put a hole my mattress and tore up the footboard. They keep ordering wrong things. I still haven't got that problem fixed they did bring me a new mattressexchanged it left the old one sitting on my porch. I'm getting a refund on the box springs. They have left it on my porch. They expected me to still have the bags that itcame in well I didn't know that I needed a bag because when they delivered it, they cleaned all the mess up and I thought everything OK then they come twice to replace the fireplace this time. They have ripped my floor and it's still the wrong fireplace. I'm having a real problem with the team and the managers have not really fulfilled my questions. They haven't called me at all today and I don't appreciate getting treated like this whenI spent so much money bad communication they keep on telling me all this problems with the weather it has snowed. I understand that they didn't even order the for my grandson's nightstand until December 12 and now they're telling me that that's gonna take ********************************************************************************* other I'm still going on about this stuff they're supposed to give me a refund on this box springs because the bed was too high so I decided I'm getting arefund on that. They left it on the porch while I brought it back in the house, but the mattress is still on the porch. It's ready to rain and I don't know what else to do about the situation. I'm older and I cannot move the mattress anywhere plus, I don'thave nowhere to put it. Can somebody please help me get this resolved?
Business Response
Date: 01/25/2025
Hello *** *******,

Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. We contacted your local shipping store to look further into this matter, and provide a resolution as soon as possible. Please allow us more time to work with the store to resolve this issue.

If you have any additional questions, you may reach me at the corporate office at ************

Thank you
Resolution Supervisor
*********
Business Response
Date: 02/14/2025
Dear ****** *******,
Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. We reached out to your shipping store and confirmed that THE ***** **** FOOTBOARD, CONTEMPORARY 26"INSERT will be replaced on 2/21/25. Please let us know if this date will work for you.

We also show that you are scheduled for the removal of the Brigerston Sealy Mattress and BoxSpring on 2/21/25.
A property damage form was also entered on your behalf. Please allow 7-10 business days for processing. Someone will be reaching out to you for your claim.
Resolution Supervisor
*********

Customer Answer
Date: 05/23/2025
When they delivered my furniture back in January, this has been going on since before Thanksgiving actually anyway they ripped my floor and Im in a newhome in the living room and Ive been trying to get them get them to fix it. They keep giving me the runaround telling me somebody will call and nobody has. I keep calling him now theyve told me they dont have any information on it. Ive sent some pictures about it and everything I actually spent almost $10,000 in that store. All I want is my floor fixed. I sent them an estimate for $800. Nobody has responded.
Desired Resolution: I just want my floor fixed.
Business Response
Date: 05/29/2025
Hi ***,
Thank you for contacting us. I am your point of contact for your BBB Complaint. I reached out to our department that handles property claims, and they stated that they do not have any information about your claim. Please send any information that I can use to submit a claim for you. Please include estimates if you have any. Also, explain what damages have occurred along with the dates. Once I receive the information, I will forward this information over to the correct department.

Thank you for your patience
*********
Initial Complaint
Date:01/18/2025
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.
On Dec. 29th, 20w4 i went to the *****************, ******, ** store to purchase a recliner for my husband's bday gift. ****** ********* helped me and I wanted to put a deposit to hold the chair and we went to customer service where ***** ***** took my $50.00 Cash. When I called on Dec 31st to pay the remaining balance I was told it was going to take an additional week for delivery so I cancelled the order and told the woman on the phone I will be in asap to get my refund. I drove 35 mins to the store and ***** said I didn't hv to come down because they don't ** **** to refund me. He said a check would be issued. I called on the 15th of January 2025 and he said he would look into it on the following business day and call me. He gave me his direct phone number and hasn't returned nor answered any of my calls since. I called Jan 18th, 2025 and spoke to another woman and she stated she talked to ***** ***** and he never finalized the check so now I hv to wait another 1-2 weeks. I think it's a load of c*** that since 12-31-24 to 1-18-24 my refund wasn't finalized or that they couldn't hv held onto $50.00 cash to refund me. Just a bunch of games, no wonder this place doesn't get a lot of business and why they hv such bad reviews. I just want my money back! It's been too long of a wait for it. Just tired of the lies and games and the fact that ***** won't answer my phone calls is quite rude! When you tell someone your gonna call them back then do so. Never ever will I go back here!!
Business Response
Date: 01/20/2025
Dear ******,

We sincerely apologize for the experience you have had with our company. Please know that we are committed to addressing your concerns promptly.

Your refund check has been processed and will be mailed via **************************** (****). You can expect it to arrive within approximately 10 business days.

We understand the inconvenience this may have caused and regret any frustration it may have caused. Should you have any further questions or concerns, please do not hesitate to contact our *********************** team at ************.

Thank you for your patience and understanding.

Sincerely,

****** P
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 01/28/2025
[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. I have received my $50.00 refund as of Jan. 27th, 2025.

Regards,

****** ***
Initial Complaint
Date:01/18/2025
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.
On January 2nd 2025 I came to the Amherst store location to purchase a reclining Loveseat, on that day I was advised by the sales *** that my item would be available for pickup the week of January 6th and she stated that I was able to select any day between Tuesday and Saturday for pickup, I elected to pick up the item on January 11th, my sales *** advised me to call on the 11th to confirm the item was available. On January 11th I called the Amherst location 3 different times and was told by two different ***s that they would go into the warehouse to see if the item was there, on the 3rd call I was told that the item was not at the location and that their next shipment would be on January the 14th and the item would be available on January 15th, I explained to the *** that I would not be able to pick up until Friday January 17th, that *** advised me to call again to confirm the item was available on the 15th or 16th. On January 16th I called to see if the item was available after 2pm, I called the store at 2:30pm to see if the item was available, the *** advised me that they would again have to have someone go into the warehouse to confirm, after over an hour I recieved a call stating that the item was again not available, I requested to speak with a manager after another 35 minute wait, another *** came onto the line to advise me that the item was there for pickup, I advised the *** that I would be at the location on January 17th to pick the item up. I went to the location and after a 45 minute wait the warehouse *** advised me that he was unable to find the item and he looked thru the whole warehouse, he stated that he spoke with his manager who stated that yes the item was there but that since his *** could not find it that I should return to the store on January 18th to pick up the item when the manager was there. At this time I am no longer going to obtain the item due to the long draw out issues.
Business Response
Date: 01/23/2025
Dear ******** *******

Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. After reviewing your invoice on 124-296961,
we do see that your order was cancelled and refunded Refunds were processed
On 1/18/25 for $73.94 card ending with 4264
On 1/18/25 for $1087.49 card ending with 5078
On 1/16/25 for $108.75 card ending with 4264

Please allow 3-5 business days for processing your credit.
Thank you
Resolution Supervisor
*********

Customer Answer
Date: 01/24/2025
[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:01/17/2025
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.
The delivery, which was expected earlier and arrived later. The drivers were great! Additionally, the delivery was incomplete as the full set of furniture ordered was not provided. The missing items include nightstand, and bed frame set.This delay and incomplete delivery have caused significant inconvenience, as I had planned my space setup around the promised delivery timeline. I would like to request the following to rectify the situation:1. Immediate delivery of the missing items.2. Compensation for the delay and inconvenience caused, such as a discount, partial refund, or store credit.Please let me know how you intend to address this issue and provide a resolution timeline. I look forward to your prompt response and resolution of this matter. I tried calling numerous times with no success.17 *** was expected date for remaining items. Today the driver deliver the other night stand . We have two nights stand that don't match. No bed set, no new date for delivery. 1 month later Sincerely,******** *******
Business Response
Date: 01/30/2025
Dear ***** *******,

On 1/21/25 we emailed you regarding your remaining items to be delivered as requested. The delivey included a nightstand and a king bed.

On 1/29/25 a nightstand was delivered. A king size bed was also delivered, but refused by you because you were unsure if your adjustable base would be compatible with the king size bed. We previously discuss compensation on both items being delivered at $400.00.

The local store is charging you a 15% restocking fee on the refusal of the king bed. You can find our terms and conditions online as it relates to cancellations. Due to only you receiving one item delivered, we can only offer you $229.99 for the delays and experience.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 01/31/2025
I accept the business's response to resolve this complaint.

Regards,

******** *******
Business Response
Date: 04/23/2025
Dear ***** *******,

On 1/21/25 we emailed you regarding your remaining items to be delivered as requested. The delivery included a nightstand and a king bed.

On 1/29/25 a nightstand was delivered. A king size bed was also delivered, but refused by you because you were unsure if your adjustable base would be compatible with the king size bed. We previously discuss compensation on both items being delivered at $400.00.

The local store is charging you a 15% restocking fee on the refusal of the king bed. You can find our terms and conditions online as it relates to cancellations. Due to only you receiving one item delivered, we can only offer you $229.99 for the delays and experience.
We apologize for the delay of processing the refund for $229.99. We processed this refund on 4/23/25. Please allow 3-5 business for processing.
Thank you
Resolution Supervisor
*********
Initial Complaint
Date:01/17/2025
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 purchased furniture from Value City Furniture in *******, **, on November 23, 2024, and received the delivery on December 6, 2024. Upon inspection, I noticed two issues with the furniture and contacted the store on December 9, 2024. I spoke with ****** *******, the store manager, who assured me that a technician would be sent to my home to resolve the issues.On December 16, 2024, when i called. he scheduled a technician visit. On December 19, 2024, tech was not able to fix the issues so took some photos and informed i will be contacted. On December 26, 2024, managers were in meeting and i was not able to speak to a manager. Associate said, i will be contacted next day. By then, I had discovered two additional issues with the furniture, prompting me to send an email outlining all the problems. Below are the issues i have addresses in the email I sent on 12/26/2024:1.Console Misalignment: The console does not align properly with the furniture, leaving a visible gap between the console and the seat, which affects the overall appearance.2.Velcro Issue: The Velcro on the back of the sofas is not strong enough to hold the flap in place. Each time the recliner is used, the flap opens up and does not stay secure.3. Color Difference: I have noticed a noticeable color difference between the two parts of the center wedge on top, which is quite apparent.4. Recliner Noise: The left-facing recliner makes noise when it is opened or closed.On December 30, 2024, I initiated a chat with customer service to verify the email address and was assured that someone would reach out.Since no one has contacted me, I have had no choice but to file a complaint with the Better Business Bureau (BBB). I am hoping that they can help resolve these issues or provide compensation for the problems I have encountered and the significant amount of time I have spent trying to address them.I would appreciate any assistance you can offer in this matter. Thank you for your attention.
Business Response
Date: 01/20/2025
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 have set up a service for you on the pieces, please see the text/email sent to you for the date and time.
Once all the issues are resolved we can look at compensation 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.
****************
Customer Answer
Date: 01/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22825999

I am rejecting this response because: I scheduled the service appointment with them as requested (proof attached) and took the day off from work, since the appointment window was from 9:00am to 5:00pm. However, no one showed up, and I didnt receive any communication about a delay or cancellation. As a result, I lost a full days pay and ended up wasting my time. If the service is this unprofessional right from the start, Im concerned about how theyll handle my warranty in three years. I invested in an expensive piece of furniture to avoid issues like this, and I didnt expect this level of service from such a well-known company.

Regards,

******* *****
**********
Business Response
Date: 01/25/2025
Dear ******* *****,
Again, we apologize for the issues. Once the service is complete, we can see how to proceed.
We see you have the 4-year extended warranty through *******. Please see the attached information.
If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 01/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22825999
I am rejecting this response because: As a customer who paid a premium price for both the furniture and the warranty, I expected to receive a high-quality, non-defective product. It is disappointing to find that the item does not meet the standard of quality I was promised. Additionally, I am concerned that I have been asked to handle this situation through a third party, which I find unprofessional and not in line with the level of service I should be receiving directly from Value City.
Given the circumstances, I am requesting compensation for the inconvenience and the defect. If I am forced to deal with a third party using the warranty I paid for, I am requesting at least a 50% refund from Value City to account for the inconvenience and my time it took trying to resolve this . I will manage any third-party interactions at a time that is convenient for me. It feels like they are trying to avoid their responsibilities and shift the burden onto me.
I expected high-quality furniture and service, but its unprofessional for them to ask me to handle things with a third party when they should be addressing the issue themselves.
Regards,

******* *****
Customer Answer
Date: 01/30/2025
Hello, I am writing to express my dissatisfaction with the closure of my complaint without any satisfactory resolution. The business has advised me to utilize my warranty, which I find unacceptable in this case. I paid for a warranty to cover issues that arise down the line, not as an immediate solution to a defective product.
As a customer who purchased brand new items, I expect to receive non-defective furniture. Therefore, I request that this complaint be reopened, as I do not accept their response. If I were to rely on my warranty, there would be no reason for me to contact the business in the first place.
If the company is unwilling to compensate me for the defective furniture, they can either replace it with new, non-defective items or arrange for a return and exchange. The issues raised in my complaint have not yet been properly addressed, and I expect them to be resolved promptly.
Thank you for your attention to this matter. I look forward to your prompt response.
Business Response
Date: 02/08/2025
Dear ******* *****,
You are using the manufacturer warranty as you are still within the 1-year warranty, we are not using the extended warranty.
We have looked at the service report, and per the certified service technician's report, the sectional is up to manufacturing standards. They found no issues.
If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 02/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22825999

am rejecting this response because my complaint remains unresolved.
The technician who visited acknowledged all the issues I pointed out, documented them in a report, and assured me that someone would follow up. I have attached photos and video of the defects with this.
However, the business is now claiming that, based on the technicians report, everything is fine. I would like to see a copy of this report.
This is the second time a technician has come without resolving the issues, requiring me to take time off and stay home for two separate visits.
I would like to resolve this matter as soon as possible. If not, I will have no choice but to escalate my complaint to the *************************
I am requesting one of the following resolutions:
1. A full refund upon returning the damaged item.
2. A proper repair that fully resolves the issues.
3. Compensation for the time and effort I have spent trying to resolve this.
I look forward to your prompt response.
Regards,
******* *****

Regards,

******* *****
Business Response
Date: 02/20/2025
Dear ******* *****,
I see you are working with the store on this, please let me know if there is anything I can do.
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: 02/21/2025
[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,

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

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American Signature Inc. is NOT a BBB Accredited Business.