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:01/13/2025
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.
I purchased two chairs in Nov with a pickup date on 12/10. When I arrived to pickup, one of the chairs was missing. They told me they would check with their warehouse and call me if they found it. However, no one called me with an update. I have called several times with the last time requesting a refund. The local office stated that someone from the warehouse would have to issue me a refund. However, I have not seen the refund or received any communication from the company.
Business Response
Date: 01/14/2025
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 that the piece was refunded on 1/8/25, the refund can take 3/5 business days to reflect.
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:01/13/2025
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.
******** customer service after my purchase was made. My furniture arrived broken with zero follow up. I am on day 10 of calling multiple times each day to get an answer. Ive been promised phone calls that have never been returned and even hung up on by a customer service representative. Some of my furniture was delayed at the last minute and without warning or explanation. Our original salesman tried to connect with my husband and I as a fellow military veteran, so I thought I could trust this company. Huge joke on me. I have screen shots of some of my conversations where Ive been blatantly lied to. I will never recommend or buy from Value City Furniture again.
Business Response
Date: 01/14/2025
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 have talked with the store, and they will be going out to assemble the bed for you on 1/15/25, per the store they will call you with the timeframe.
I have also talked to the Resolution Supervisor you have been working with and we see you want the extended warranty refunded,we cannot do this, we only have 5 days to refund after the delivery.
The extended warranty is a third-party company with its own sets of terms and conditions and policies. This includes how the policy can be refunded. We are not able to refund the policy after the items are picked up or delivered.
RENEW-TRANSFER-CANCELLATION: This Agreement is not renewable or transferable, and only the Consumer listed within this Agreement is eligible for
coverage. You may cancel this Agreement for any reason at any time. To cancel, please contact Furniture Care Protection, **********************************************************************
73142 at ************. In the first thirty (30) days you will receive a full refund upon cancellation. To cancel within thirty (30) days of receipt, contact the selling
retailer of your Agreement or FCP for a full refund. To cancel after thirty (30) days,contact *** or the selling retailer, and you will receive a pro-rata refund based
on the time expired less a twenty-five dollars ($25) cancellation fee, or ten percent (10%) of the purchase price (whichever is less), less the cost of claims paid,
state provisions apply. We may not cancel this Agreement except for fraud, material misrepresentation or non-payment of premium by the consumer. Notice of
such cancellation will be mailed to you at least thirty (30) days prior to cancellation and will include the effective date and reason for cancellation If FCP cancels,
the return of premium is based upon one hundred percent (100%) of the unearned pro-rata premium. (See State Provisions regarding Your rights, privileges, and conditions governing cancellation of this Agreement in Your state).
I have attached the warranty information for you as well.
We do see you have several delivery dates for the remainder of the invoice, please note that all dates are subject to change, depending on the vendors.
Once you have a successful delivery of the full invoice we can give you a discount for all the issues and inconsistencies.
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:01/12/2025
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 purchased a sectional on 9/28/2024. I was told it would be delivered in October. It didnt arrive. I was told after I called it would not receive it until December. When the furniture arrived, they set up part of the furniture, and then told me they didnt have one piece. Had they told me it would be an in complete order ahead of time, I would have waited. I just got rid of my old furniture the day before they came. They missed a deliver date with no notice. I took off work to be there. The furniture was not delivered until January. Thus, I was unable to host for Thanksgiving and Christmas. The store gave me the delivery fee back since they missed 2 delivery dates. The corporate office offered me $77 after I had to miss 3 days work for deliveries that should have taken 1 day. I did not accept the & $***** not rich, but I make over $300 for 3 days work. To me, that is unacceptable. Now I have realized the pillow on the corner piece has a snag. This is not what I signed up for. I will never order furniture from Value City again.
Business Response
Date: 01/13/2025
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 851-746818, we do see that your order was delayed by the manufacture.
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. After futher review, you wrote in to the corporate office, and you were approved for an even exchange on **** ***** that is currently set for 1/28/25.

We processed fair compensation for your entire order of 15%. The total purchase was $2045.75 and we credited $306.99 back to your **** card on file.

Best Regards
Resolution Supervisor
*********
Customer Answer
Date: 01/13/2025

Complaint: 22800852

I am rejecting this response because:
I am aware of difficulty of possible manufacturing delays. It is imperative to appropriately communicate any delays. They knew full well they didnt have the full order in the beginning. I could have kept my old furniture until the complete order was ready and available, so I could host for the holidays.
To add insult to injury, they had me take off an additional day and were a no show. Again, I had to take off 3 days of work. $300 hardly covers that.

Regards,

****** ******-*****
Initial Complaint
Date:01/11/2025
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.
It's been over a month and they still haven't delivered the correct mattress. The first time it was a full size, we bought a king size. The second time they delivered to my home damaged my wall, broke a picture and delivered a mattress with a big hole in it. The third time was suppose to be delivered yesterday on the 10th and the store can't find the order
Business Response
Date: 01/15/2025
Dear ****** *******

I'm sorry we didn't deliver the level of service you expected and deserve. On 1/14/25 you contacted customer care to discuss options regarding your damaged mattress. We agreed to schedule a return for the mattress on the earliest date avaiable 1/25/25.

We are sorry that you've had to contact us multiple times about the same issue. The day before your delivery, you will be contacted with your delivery window.

Best Regards
*********
Resolution Supervisor
************

Customer Answer
Date: 01/16/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22797981

I am rejecting this response because:

Regards,

****** *******
Initial Complaint
Date:01/09/2025
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.
The original date of the transaction was 12/21/23 for a two piece sectional one sided being a chaise lounge. The sec tional that they delivered was incorrect as the chaise lounge was on the wrong side. I went into the store on ********** in *****, N.Y. *****. I explained the situation and they confirmed they made a mistake, but could not get me the correct sectional that I originally ordered until sometime in February. They told me to just use the incorrect one for the time being and they would swap it out in February. When it finally arrived in February they came to do the swap but weren't even aware they were taking the wrong furniture back. So they get the WRONG furniture out, bring in the NEW sectional, but for some reason cannot get in the *************. They damaged my door frame trying to get it in and then started asking me for help. They did not speak **************************************************** aznd I could not understand them. Looking back now I should of jumped in and probably could of solved the problem. In conclusion I still do not have the CORRECT Furniture after calling multiple times but they are saying at the ********** store that we haven't had any contact since 12/28. If that is the case then why was an individual going back and forth wit me on the February delivery time and and after once I informed them of the damage to the house as well. I still have the WRONG furniture, and have not been reimbursed for the damage to the door frame.
Business Response
Date: 01/13/2025
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 you placed this order on 12-21-2023 with a Left-arm-facing chaise and a right-arm-facing Sofa, then called ************* to change the sides. They added the right-arm-facing chaise and the left-arm-facing sofa. Later you went to the store and reselect the ******************* and LAF sofa, the correct pieces were delivered on 12-29-2023. You reported on 01-09-2024 that it was delivered wrong. It is outside of the return window and the one-year manufacturer's warranty. They were trying to contact you regarding the damaged door frame and sent you a letter on 03-18-2024. They didnt hear back anything and closed that case.
      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:01/07/2025
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.
I placed an order with Value City on November 5, 2024, for an item scheduled to be ready for delivery by January 3, 2025. I arranged the delivery for January 8, 2025. On January 3, I was contacted by Value City and informed that my delivery would proceed as scheduled, with a confirmation call to be made the day before.Today, January 7, having not received any update, I called Value City to confirm the delivery. I was then informed that the item was still not in stock and that there was no estimated time of arrival. I have not been contacted regarding any delay or updated delivery information. It is unacceptable that no notification of the delay was given, especially when all prior communications confirmed January 8, 2025, as the firm delivery date, not as an estimated one.This lack of communication and failure to fulfill the delivery commitment is entirely unacceptable. I was assured that the item would be delivered on the scheduled date, and now I am left with no clear resolution.Desired Resolution: I am requesting a confirmed delivery date. We have planned around this delivery and are currently without a couch. I expect a prompt resolution to this matter. Value City has lost a customer due to this issue. We need a confirmed delivery date immediately, and if the timeframe does not work, we expect Value City to accommodate accordingly.
Business Response
Date: 01/08/2025
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 851-750904.
We do see that your order was delayed. We apologize for this experience, however we are unable to control 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. On 1/7/25 you spoke with customer care and was advised that we are looking into the matter and we will follow-up with you . Please allow ***** hours for someone to contact you with an update.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 01/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22781003

I am rejecting this response because: We were told on 1/7 we would be contacted the next day, 1/8, and we have yet to hear anything. I know this says wait 48 to 72 hours, but that's unacceptable. We have already paid for this product (on 11/5), it is ours, we own it, so we have every right to know where it is ASAP. This does not seem right at all. How does it take so long to get answers?

Regards,

******** *****
Business Response
Date: 01/17/2025
Dear ******** *****

I'm sorry we didn't deliver the level of service you expected and deserve. However, we have wonderful news, we spoke to your local store and the remaining part of your order has arrived. You are currently scheduled for delivery on 1/21/25. You will receive a call from your local store with the delivery window very soon. Due to the inconvenience once your order has been received, please contact us so that we can process $220.75 back to your Synchrony account for compensation.

Best Regards
*********
Resolution Supervisor
************

Customer Answer
Date: 01/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22781003

I am rejecting this response because: Sounds great. We are out of town until 1/27, so we can't receive it until 1/27 or after. We appreciate the help. We really wish the local store would have called us to schedule the new delivery.

Regards,

******** *****
Business Response
Date: 01/20/2025
Dear ******** *****,

Can you please provide me with at least 5 dates, that you could receive delivery on? I will pass this information over to the delivery store.

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

Customer Answer
Date: 01/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22781003

I am rejecting this response because:
They have scheduled us for delivery Feb 5. Its the earliest they could get us in. You can close the complaint.

Regards,

******** *****
Initial Complaint
Date:01/07/2025
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 wish I would have read all the complaints on Value City because I would not of purchased furniture from them! On September 3, 2024 I bought a Loveseat and Couch from Value City and like others I had issues with the delivery but it was resolved. On September 14 my furniture was delivered and unbeknownst to me it was missing several leg cover slides. After setting up the furniture the delivery crew ask if I had any furniture slides. which I provided to them. At no time did they mention the missing slides or that they would have to return with cover slides or report missing slides to Value City. We were NOT advised to NOT move furniture as it may damage my floor. I moved my couch and it damaged my floor. I reported this on 10/15/24 to ***** then again on 10/17/24 to *****. Value City did send a repair guy to fix the legs and to put floor covers on the legs that had them missing on 10/25/24. I called the store on 10/25/24 and spoke to **** and then 10/29/24 to ***** again, because I was advised by the repair man who fixed my legs and floor covers that he wasn't going to repair my floor. On 11/7/24 I spoke to ***** and 11/8/24 I spoke to ***** again, all employees of the ************** location. My husband I drove over to ************** Value City and spoke to ****** the Operations Manager who told me that they would repair my floor and then resolve it with the delivery company later. I called on 11/12/24 and spoke to ****, ****** did return my call on 11/14/24 and told me that he submitted the information to corporate and if I didn't hear from them in 3 or 4 days to call him. What corporate did was resubmit it to their insurance company to which both times it was denied. All they have done is give me the run around. I've been lied to by several people and not one time has the Manager Brain ***** reached out to me to get this resolved this is the worst experience I've had purchasing anything! Here it is 1/7/2025 and my floor isn't repaired!
Business Response
Date: 01/11/2025
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 reaching out to the delivery store and the team who is handling all the home damages to resolve the issue 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: 01/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22780478

I am rejecting this response because: This is what theyve done the last two times were sent it to their insurance company and Ive sent numerous documents to them. Im not doing that again for the third time! I want my floor repaired!

Regards,

****** **********
Customer Answer
Date: 01/13/2025
Heres the other two times
Business Response
Date: 01/22/2025
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 claim number is ******. Please contact ****** ***** at ***, Phone number ************, and email address **************** also send her the required photos.
      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: 01/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22780478

I am rejecting this response because: I don't have any photos of what she is asking and I explained to her why because my husband had open heart surgery. I don't have any photos of the furniture slides that were given to the movers, they were thrown away after the repair guy fixed the floor covers and broken screw. I advised her to ask the repair guy that Value City sent to repair my furniture. I don't understand why she didn't ask me for this information before I filed a complaint at the BBB?? Also I would like a direct line phone number to who is responding to my complaint, not the general phone number that goes to any customer service rep. If I don't get this resolved soon and my floor repaired I will take this to my attorney generals office.
Regards,

****** **********
Business Response
Date: 01/27/2025
Dear ****** **********,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      Please get in touch with ****** ***** at ***, Phone number ************, and email address *************************. We dont have a direct line for her, you can send her a high-priority email along with the claim number and the pictures.
      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: 01/31/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22780478

I am rejecting this response because:
I called ****** and left a message 1/31/25 at 9:40am. They now want pictures of the furniture slides I provided to the delivery
guys. I do not have them they are regular furniture slides you purchase in the store. She is the third ****** I've dealt with from this company and the first time that I've been ask for these. It's just another stall tactic on their end. I"ve been given nothing but the run around with this comapny and if they were sincerely sorry they would of fixed my floor in Oct 2025!
Regards,

****** **********
Business Response
Date: 02/10/2025
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 see if they have the pictures of the furniture slides and will send them to ******. Please keep in touch with ****** ***** at ***, Phone number ************, and email address *************************.
      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: 02/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22780478

I am rejecting this response because: I sent ******* a picture of furniture slides that were similar to the ones I gave the delivery guys on 2/3/2025 and you didn't know that????

Regards,

****** **********
Customer Answer
Date: 02/10/2025
How can this case be closed when nothing has been resolved?
Initial Complaint
Date:01/07/2025
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 purchased a set of bedroom furniture on 11/23/2024. It was supposed to be delivered on 12/17/2024 but was delayed until 12/27/2024. Some of it was delivered on 12/27/2024, but a piece was missing. I went to the store that day to find out where the missing piece was. I spoke with a woman named ******* who stated the missing piece would be delivered on 1/3/2025. It was not. I called the store and spoke with Crystal again. She told me the missing piece would be delivered some time February but could not tell me when. I asked her to have the store manager call me (Her name is *****) and I have not been called. Furthermore, one of the pieces we did receive was damaged. I discussed that as well with ******* on 12/27/2024 and she told me she would put in a service request and that I would be contacted about that. I have not been contacted. Note: The store where the purchase was made is located at *************************************************. This location did not appear on the BBB list, although other ********** locations did.Thank you.
Business Response
Date: 01/11/2025
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 delivery for 01-24-2025 and the service for the dresser is scheduled for 01-14-2025. The store will contact you to confirm the estimated time frame.
      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:01/05/2025
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 ordered a sectional which was ordered wrong.Came back into the store the salesman was on smoke break then he avoided me when he seen me. Prior the delivery date was ok but they broke my lamp.Spoke to ****** the Manager,she rectified this ********** under warranty & having additional warranty for $500 the left recliner on the sectional does close up all the way.Went back to the store scheduled a yech appt,never received the text done by ********** I came back again another rep ****************** the text for Sat Jan 4 between 12:********* 5 pm I went to the store,the tech Bayo was at the store why. ******* called him in the back,he says I'm on my way.I said well now he has to wait til I drive back.He calls & says I'm here,I'll wait for you.I get home,he's gone.Called the store spoke to ***** his mgr.I requested a complaint& consequences for unprofessionalism.She rescheduled for Tuesday,says I'll receive another text.This store & their protocol,delivery men,and techs are HORRIBLE.They take your *****,***'t live up to the terms,never answer phones,get lost on breaks & this is a business to continue robbing folks.They should be investigated,people refunded on these warranties & take their malfunctioned furniture back to the warehouse.Hire responsible people,fire those who cannot complete a task.The CEO of the company needs to be ashamed,contacted,and sued fir bad services & purchases also.I will be contacting ******,the store manager once she returns from vacation Jan 11th i was told. I want this complaint to be published & passed on to the highest escalation possible.An apology just won't do.Either return my money or come fix this sectional!
Business Response
Date: 01/06/2025
Dear ******,

We sincerely apologize for the manner in which your recent experience was handled at our store location.We hold our team members to the highest standards of customer service, and we truly ********************** your feedback. Please be assured that we are committed to addressing your concerns with the utmost attention.

Our records show that a service technician has been scheduled to visit on 01/07/2025 to assess and resolve the issue.

We regret any inconvenience this may have caused and appreciate your understanding. Should you have any further questions or concerns, please do not hesitate to contact our corporate ************* team at ************.

Sincerely,

****** P
Resolution Supervisor
*************
************
Customer Answer
Date: 01/06/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22770041

I am rejecting this response because:
Until someone actually comes to my home & repair my recliner under manufacturer warranty,im not closing this case.Someone was suppose to come out on Saturday & he was an hour late so a no show for me because I never seen him.I received a text today for Thursfay with a time ******** I suppose to sit all day wait & no one shows again?And ***** made the appt without the time,I spoke to her and still this is where we're at!
Bad business & practices. I think VCF in ******* should still be investigated.

Regards,

****** *****
Customer Answer
Date: 02/06/2025
Manager ****** & I resolved the issue.Without here there would be no satisfaction. She needs a promotion,thank you ******.we can close this case
Initial Complaint
Date:01/03/2025
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.
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I made this purchase on 11/30/2024. I placed an order for the pacer fi***lace tv stand and I was told it will be delivered on 12/18/2024 and it was rescheduled until 12/23/24 due to it getting damaged. On 12/23/24 when my order arrived by delivery, it was already put together. When checking it I notice the doors wouldnt shut and the shelves were slanted. The delivery person told me he fixed it and as I was checking it he walked out the door . I immediately notice the bottoms shelves on both sides had cracks in it. I attempted to reach out to the store (White *****) because thats where it was delivered from and I was told it was nothing that they could do since I made this purchase online and gave me two phone numbers to call . The delivery number never answered the phone but I was able to get in contact with a service specialist who reached out to White ***** value city furniture store and they told the *** they were going to reach out . Upon speaking to someone, my receipt was sent via email and my signature was forged. When this business communicated with me it via text message. This is very unethical and unprofessional, if a business can forge your signature they can forge anything . I called and my issue has yet to be addressed with a supervisor . I was offered a new fi***lace tv stand or 400 refund. My issue with my name being forged and the delivery slip being signed agree to no damaged has not been addressed. This very unprofessional to deliver broke merchandise and forge my name but management not address a consume concern .
Business Response
Date: 01/08/2025
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
*********

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