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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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:01/02/2025
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.
In June 2024, I bought a couch from Value City. My purchase price totaled more than $5,000. The couch was defective and returned. In November 2024, I got a second, different couch from Value City. The couch was supposed to be white (chalk). Upon delivery, it was clear it was not white (chalk). I am not seeking to return the second couch at this point in part because Value City wanted to charge me an expensive restocking fee even though the couch was not the color described. However, it was significantly cheaper than the first couch. My grandson and I have both attempted to contact Value City about the refund I am owed. My grandson contacted Value City, who advised they would send all purchase receipts so we could sort through the issue. Value City never sent the receipts. Based upon current information, I am owed approximately $800.
Business Response
Date: 01/06/2025
Dear ******,

We sincerely apologize for the experience you have had with our company. Please know that we are fully committed to resolving your concerns and providing the best possible service.

A refund of $869.18 has been processed and returned to your original form of payment. This amount includes the difference in price for the sofas as well as the delivery fee, offered as compensation for any inconvenience caused.

We regret any inconvenience this may have caused and are here to assist you further. Should you have any additional questions or concerns, please do not hesitate to reach out to our *********************** team at ************.

Sincerely,

****** P
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 01/11/2025
[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:01/02/2025
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 November 29th 2024 I came in to purchase two bedroom suites for my daughters. Also purchased two of the 60" OVERSIZED POUF - **** ****. The bedroom suites were the **** #: 57980-S2-6G 6PC KG FB STG BRS-ASHEVILLE TB and the **** #: 74786-S2-6G 6PC KG STG BRS-******* PRCHMNT with one **** #: ******** KG ****-***** BRIGERTON MEDIUM and one **** #: ******** **** ****-***** BRIGERTON SOFT. Delivery *** set for December 17 2024 between 3:30 and 6:30 pm. Time was switched to 1:30 to 3:30, then again from **** to 6:30, then again from 6:30 to 9:30. Drivers didnt show up until 9:45 and didnt Finnish until 12:30 am. The drivers while backing up to my house caught and ripped my cable and fiber optic off my house damaging my siding and cable anchor. Carried furniture into house and made a major ***** in my drywall and dented my corner bead, also only delivered one of the poufs. Left trash in my driveway as part of the elite delivery service the headboard on one set has several gouges in it and staines in the footboard cushion of the other set. Value city furniture had set up replacement of the footboard for New Years Eve 12/31/24 and I stayed at home all day waiting for a call, email or some kind of confirmation and never came. Called value city this morning and they said it shows that it was delivered so someone is not doing their job. Also was to have the second pour delivered and I got a phone call stating that that would now not be available until 12/9/25 and headboard delivery for 12/3/25. This is by far the worst service I have ever had in an order/deliver service as a whole with the damage to my new house.
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
*********

Customer Answer
Date: 01/09/2025
Well, was supposed to have delivery on the third. I believe it was and when they showed up, they had the wrong headboard and the wrong footboard for both furniture. The order the wrong piece for both sets so I had to reschedule. Got this email for scheduled delivery of my missing piece and again today was a no call. No show on the delivery Called the store at 11 oclock this morning. Said theyd call me back in 15 minutes. Have yet to hear anything.
Business Response
Date: 01/20/2025
Dear ******* *****,

I'm sorry we didn't deliver the level of service you expected and deserve. However, we are still working on getting all of your issues resolved as soon as possible. We spoke with the assistant manager on 1/18/25, that advise us that one delivery was made for a 60" OVERSIZED POUF on 1/18/25. We have been notified that you still have even exchanges that have not been resolved. We are working with the store to get these final pieces resolved quickly. It is our understanding that the store manager ***** ******, will be contacting you on 1/21/25 to discuss this order and provide additional information on the dates for the outstanding even exchanges. We will continue to follow this order until the deliveries are resolved.

Thank you
*********
Resolution Supervisor
************
Customer Answer
Date: 01/23/2025
Delivery for pieces that need replaced is scheduled for Wednesday, January 29. Will update after then.
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: 22757583

I am rejecting this response because:
I was supposedly scheduled for delivery today, 1/29/25 as was discussed over the phone with value city to have the headboard and footboard replaced and once again they were a no call no show as usual. Still very disappointed and agitated at the fact that this has been ongoing since my $9,100.00 cash order was made mid November. Please resolve. My kids deserve the bedroom suite that I had ordered them. It has been over 2 months.
Regards,

******* *****
Business Response
Date: 02/08/2025
Dear Mr. ************************ want to put forth our very best effort to resolve this complaint. Per our records a refund for $1000 was offered for the delays and inconvenience on 1/21/25.
You were scheduled for a delivery on 2/6/25 for an exchange on the Ashville Footboard, can you please let us know if this issue is now resolved?

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

Hello,

We received additional information on Mr. ******* invoice that he was unhappy with his even exchange on 2/6/25. A new even exchange has been setup on 2/11 to exchange the headboard and footboard.

Thank you

Business Response
Date: 02/08/2025
Hello,
We received additional information on Mr. ******* invoice that he was unhappy with his even exchange on 2/6/25. A new even exchange has been setup on 2/11 to exchange the headboard and footboard.
Thank you
Customer Answer
Date: 02/12/2025

Complaint: 22757583

I am rejecting this response because: Was scheduled for delivery of replacement footboard, and headboard on February 4th And again was a no call no show. Called value city they scheduled for February 6, Footboard and headboard was delivered however, footboard was missing stain and large locations poor quality control Of product. Contacted value city Submitted photos via email. It was told I would get a call back February 7, February 7 came and went. No phone call.

Regards,

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

Thank you for your feedback. Our records show that on 2/15/25 the delivery store informed you that a FOOTBOARD would be scheduled for delivery on 2/21/25.
We sincerely apologize about your experience. If you have any other issues please let us know.

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

Business Response
Date: 02/20/2025
Hello,
We received this from the delivery store today.
I have just been informed by our warehouse that the footboard did not come in off the trailer. The ** will not happen tomorrow now that it did not arrive. I will reach out to the customer and inform him of this.
thank you,
*****

Marie Lowery | Assistant Store Manager
Value City Furniture
*********************************************************************************
p: ************
Initial Complaint
Date:12/31/2024
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 purchased a couch from value city and it arrived on September 27th 2024. When it arrived I noticed that one of the pillows had a brown stain on it. I called value city and they told me to provide photos which I did. They then told me that they would ship a new one to me. It has been 3 months and I have called 5x and I keep getting different answers. I would like a refund for the couch pillow or for them to send me a replacement. They should not be sending dirty or used furniture to customers, not when they are advertising their products as new.
Business Response
Date: 01/06/2025

Dear Ms. ******************** you for contacting us and sharing your feedback and concerns. We do apologize this has not been resolved and expectations have not been met. Typically, when parts are ordered it can take 4-16 weeks to arrive sometimes longer due to where they are being ordered from. Based on the information provided, this is actively being resolved we do apologize for the wait time however we are meeting expectations of the manufacturer warranty. We can look at a discount once you receive the pillow for the waiting window.Thank you again for your patience.

If you have any additional questions, please feel free to respond to this email or call our ******************** at **************. Our office is open from 9am 7pm EST Monday through Friday and Saturday 9am-6pm EST.

Sincerely,

Sahara ******
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 03/10/2025
---------- Forwarded message ---------
From: '******* ******' via Dispute Resolution - Shared Inbox <********************************************************>
Date: Fri, Mar 7, 2025 at 5:54 PM
Subject: Business complaint follow-up
To: ******************************************************** <********************************************************>

Hi,
I filed a complaint against value city for sending me a dirty stained pillow with my new couch. The business said that they are waiting for the pillow shipment and that they would provide a replacement. It has been 6 months and they still have yet to send me a replacement pillow or resolve the issue. Despite their bbb response, I have not heard from the business at all nor have they reached out to me to resolve the issue. I would like a refund for my pillow.

complaint ID number ********

Business Response
Date: 03/15/2025
Dear Ms. **************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
We have refunded you $75.00 for the pillow; the refund can take 3/5 business days to reflect on the card. We have refunded the Master Card on file.
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: 03/17/2025
[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:12/31/2024
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.
Bought the Nest sofa, along with a 5 year warranty. Within 2-3 months, I noticed the seam on one of the cushions was splitting. We notified Value City and after numerous phone calls/emails etc they sent someone to look at it. He returned a couple of weeks later with a new cover. A few weeks later, the new cover was splitting, and after inspection, the other two are as well. I put in a new claim for all the covers and Value City rejected it even after purchasing their extended warranty.
Business Response
Date: 01/06/2025
Dear Ms. ********************* you for contacting us with your feedback and concerns we would love to assist you. However, the information you provided we could not locate the correct order with please call the number below or respond with the phone number, address and first and last name on the order.

If you have any additional questions, please feel free to respond to this email or call our ******************** at **************. Our office is open from 9am 7pm EST Monday through Friday and Saturday 9am-6pm EST.

Sincerely,

Sahara ******
Resolution Supervisor
Customer Care
************
Initial Complaint
Date:12/28/2024
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.
Date of Transaction: 11/02/2024 Date of Delivery: 12/17/2024 All items delivered were damaged or missing. Spoke with the operations manager (*****) on 12/17 who stated he would rectify the dining room table set and my son's bed (no hardware or slats to put together) and have it rectified 12/23/2024. Later I received a message from another manager to attempt to rectify the issue (who was very nice and helpful). She stated she would send me a temporary dining set and have my son's bed put together to get me through the holidays. Monday, 12/23, the temporary table was delivered, but again the hardware for my son's bed was not available and when the mattress was removed, the bedframe had damage. This information was relayed to VFC again, and once again my 10 yo had to sleep on the couch because he did not have a bed to sleep on. It is now 12/26 and it has not been resolved. My husband and I are police officers and cannot continue to take off from work because VCF keeps mismanaging our order. On Thursday the 26th, they put my son's bed together, but the footboard is still damaged, so that is not attached.Friday we received a text stating a delivery was coming between 215 and 515 and there was no delivery. VCF was contacted again and I was told they would look into it. There has been no response since yesterday at 556pm.All items still damaged and no estimate on when the items will be delivered (items ordered on 11/2/2024).Missing items:Dresser Night stands (x2)Chaise (espresso)Dining Table Set (for 6) - originally damaged Damaged items Queen sleigh bed Console with 3 stools
Business Response
Date: 01/02/2025
Dear ******* ******,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      As we review your order, it appears that the store has scheduled the delivery for 01-04-2025 for most of the items. We will contact the store to see if they can move the delivery date up for the remaining items and complete the delivery as soon as possible.
      If you have any further questions or concerns, please contact 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: 01/04/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22739916

I am rejecting this response because:
Items are still damaged they are still delivering the rest of the items, but I will be inspecting once done

Regards,

******* ******
Customer Answer
Date: 01/06/2025
Items were missing from the delivery. Items delivered were scratched. The delivery truck broke down in our driveway and we were not able to use it for over 6 hours. One car was blocked in as well. When the tow company finally arrived after 9pm on 1/4/2025, they damaged our driveway while attempting to tow the delivery truck. We are still without a dresser, two nightstands and a chaise that was ordered in the beginning of November and scheduled to be delivered on 12/17/2024.
The delivery on 1/4/2025, the delivery company did not have the hardware to put the table together. I had to contact the store and they sent a technician out to put the table together. I wouldnt think that new items would have scratches on them or dirt marks on the seats. Also the fact that this is the 5th or 6th mishap and compensation from the store for the amounts of times weve had to take off from work, still dealing with missing items and damaged items being delivered. Its unacceptable.
Business Response
Date: 01/15/2025
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 was able to deliver everything on 01-08-2025. Can you please send us pictures of the damaged merchandise and the driveway?
      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: 01/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22739916

I am rejecting this response because: Nothing was delivered on the 8th. I received notification that I could be and NO ONE showed up. I am still missing two night stands, a dresser and chaise. I contacted *** on 01/09/2025 and asked her to check on it because a delivery was never made. She stated shed look into it and I havent heard anything since.
I spoke with customer service yesterday morning 1/14 and was advised that ***** (another manager) would contact me (yesterday 1/14) and advise when my missing items would be delivered. Im still waiting on that phone call.

I have been told by several managers at VCF that you all have a new system thats doesnt function appropriately. So please advise when the two nightstands, dresser and chaise will be delivered ASAP. Its been almost a month since the first mishap with delivery (with 4-5 mishaps in between. Items were ordered 11/02/2024. This is becoming ridiculous and unacceptable.
Regards,

******* ******
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.
     We are reaching out to the store to follow up with you regarding the delays on the merchandise and the damaged driveway. The store has rescheduled the delivery of 2 nightstands, a dresser with a mirror, and a chaise on Thursday 02-27-2025. We are requesting to keep an eye on this order and move the delivery date up if 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: 01/22/2025
[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 will reopen if my items are not delivered or driveway not fixed in a timely manner.

Regards,

******* ******
Initial Complaint
Date:12/27/2024
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 December 7, 2024, I purchased a table and chairs for $499.00 with a delivery fee of $189.00. The delivery was scheduled for December 27. They called me the day before and said the furniture would be delivered between 11:15 and 2:15. I waited all day and the furniture was never delivered. Nobody ever called. Finally, I called and was told the tabletop was not available for the delivery. They never called me and told me that, they just let me wait all day wondering where it was. I still have no resolution, they dont know when I will get the furniture. I want this resolved immediately. I want my furniture, and I want free delivery. And I think they should give me the furniture for free.
Business Response
Date: 12/28/2024
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 174-60791
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. You are currently set to for delivery on 1/31/25. If you would like to continue to wait for your delivery of the
5PC RND DRS-******* DINING TABLE we can offer you $100.00 for the delay. Please let us know if you would like to continue to wait on this order or cancel.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 12/30/2024
[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:12/27/2024
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.
We placed an order for a sectional 11/27/24 and were told that the delivery date would be 12/28/24 (already one month but understandable because of the holidays and sales). 12/26/24 2 days prior to our delivery date we receive a call that tells us that one piece of our sectional is missing but they are going to deliver the rest and that the missing piece cannot come until February 8, 2024. Obviously we were not happy about this but felt as though we had no choice but to accept it. The next day 12/27/24 we receive a call saying the the delivery date was pushed back to 1/10/24 but would not allow me to ask if that was going to be the whole couch or partial. She literally kept interrupting me and hung up on me. So I called the store I bought it from to get answers. He called the warehouse only to find out that the information given to me about one piece being missing was FALSE. Only one piece is available and that the entire sectional is not going to be delivered until 2/8/25. I am concerned that this is not true, based on how this has gone there is no trust that the furniture will actually arrive 2/8/25. From reading previous complaints this seems to be common practice for Value City Furniture. These delays are not COVID or holiday related it just seems to be the way they do business and its unacceptable.
Business Response
Date: 01/02/2025
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 66-539757, 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. You are set to be delivered on 2/8/25, if anything changes you will be contacted. Per notes your delivery fee was refunded back on 12/27/24 to your Synchrony account for compensation due to the delay.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 01/10/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22736611

I am rejecting this response because: It is not acceptable to blame the manufacturer for Value Citys bad business. Im pretty sure all of us with the same complaint did not order the same furniture made by the same manufacturer. If this is Value Citys scapegoat response please name the manufacturer so I can file a complaint and perhaps a class action against them. Perhaps value city should evaluate its relationships with such manufacturers because its reputation is adversely affected by their bad business.
As far as estimates delivery dates, you should train your sales people to explicitly state that and made the customers sign something acknowledging that delivery dates are estimated. I cant estimate taking off work to sit and wait for furniture that never comes.
I called and got the delivery fee refunded but will still expect a discount for having to wait months with no furniture and Value Citys poor customer service, bad business and non transparent delivery policies.

Regards,

******* ******
Business Response
Date: 01/13/2025
Dear ******* ******

I'm sorry we didn't deliver the level of service you expected and deserve. However we are able to offer you fair compensation on your order due to the delays and experience. We are prepared to offer you 15% off of your purchase. The total amount you paid for your order is $2749.81. 15% off of your order would be $412.47.

A refund was already processed back for 12/27/24 for compensation, So we will process the difference of $198.48. We will not be able to process additional compensation after this.
Please allow 3-5 business days for processing.

Best Regards
*********
Resolution Supervisor
************
Initial Complaint
Date:12/27/2024
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.
**************** is useless We purchase a couch in ************, in Oct. 2021. First the material stated to pill. We contacted the warranty company and they refused to pay for replacement. After complaining, the store replaced the cushion cover. Next the wooden frame broke. Again we contacted the warranty company. They had to replace the piece of furniture, but they don't cover delivery. They wanted to charge half the cost of the furniture, for a delivery fee. This is want we are disputing.They are still selling junk furniture, regardless of what they told us about trying to improve their image.
Business Response
Date: 12/30/2024
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 177-3606.
Unfortunaly. your claim falls under the extended warranty plan, The plan only covers an authorized replacement for any claims approved. The plan does not cover transporation fees. If you prefer to have the replacement delivered you will have to pay for delivery, if not you can request to pickup the replacement.

We will not be able to assist you in this matter, due to this being a extended warranty claim,

Thank you
Resolution Supervisor
*********
Initial Complaint
Date:12/27/2024
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.
We ordered furniture in October with an original delivery date at Nov 23. Nov 22 came around and we hadnt received any pre call confirmation on delivery so we went to the store and they informed us the delivery was pushed out and apologized that nobody called to inform us. With thanksgiving just 2 days away they agreed to give us a loaner set for the time being. The new delivery was for Dec 23, we received a call on December 17 stating the delivery date was pushed out again until January. On December 19 we decided to purchase a living room set from a different retailer. We went into the store to cancel our existing order and were told **** has to handle it but he wasnt in until Dec 20. After not receiving a call back Dec 20, we went back into the store to speak with **** in person. He claims he never got the message and apologized, agreeing to call us the next day on Dec 21, to schedule a pick up time and refunded us for our cancelled order. We informed him we had a new set coming on Dec 24 from another retailer and needed the loaner set picked up ****. Dec 21 came and no call. The next day on Dec 22 **** called at 10:56 am stating the loaner furniture would be picked up the following day on the 23rd and he would confirm a time with us later. Dec 23, no call back and nobody showed to pick up the furniture. Dec 24, our new set was delivered and we still had the loaner furniture. Called the store at 5:53 pm and **** wasnt available per usual. But a *** was relaying messages from him saying they are trying to work it out and would call us back. Its now Dec ******************************************** my living room. Called at 10:30 am and **** refused to help find a solution saying its not happening today and then proceeded to hang up on me and will now not answer our calls. My living room is so crowded we werent even able to put up a tree for our kids and had to host Christmas at a family members house.
Business Response
Date: 01/01/2025
Dear ******* ******,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      We are working with the store to pick up the loaner furniture from your home 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
*************
************
Initial Complaint
Date:12/27/2024
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.
We purchased 4 leather recliners and they were delivered damaged on Nov 7. We have emailed and called numerous times. They stated their process was to send someone out to either fix the leather or replace it. Nov 22 a repair man came to the house and stated they could not be repaired and had to be replaced. He would relay information to manager and they would be in touch. We still have not heard from the company about a replacement.
Business Response
Date: 12/29/2024
Dear ****** ******
We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.

After further review, we are unable to locate an invoice under your phone number. If you have an invoice with us, that you are experiencing issues with please respond with the phone number on file and email address so we may better assist you.

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

Customer Answer
Date: 12/30/2024
The order is under my husband **** ******. ************
Business Response
Date: 01/05/2025
Dear **** ******,

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.

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
*********

Business Response
Date: 01/12/2025
Dear **** ******,
Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. After reviewing your invoice on 111-225621.
We see that you are scheduled for an even exchange for (2) LAF DP LTH RCLNR on 1/15/25.
If you need any additional assistance, please let us know.

Thank you
Resolution Supervisor
*********
************
Customer Answer
Date: 01/23/2025

---------- Forwarded message ---------
From: ****** ****** <*******************************>
Date: Tue, Jan 21, 2025 at 11:33 AM
Subject: complaint ID number ********
To: <**********************************************************************************************>

Nothing has been delivered. They constantly change the date then do not show up. And they never notify you. I am emailing someone from the company but she has no power over the delivery section. Please do not close my complaint until we actually receive a replacement or refund.
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. We have reviewed your invoice and partnered up with the store for additional information,

On 1/15/25 only one recliner was received on the trailer. I apologize that you were not notified about the delay on the second recliner. The second recliner is scheduled to arrive on 2/1/25. You are scheduled for both recliners to be delivered on 2/1/25. We will also continue to follow this order, until it's successfully delivered.

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: 22733856

I am rejecting this response because: I do not want this complaint to be resolved until we actually have a the replaced product or a refund for the entire thing.
It has been ongoing since it was delivered, which was months ago.
Regards,

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

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American Signature Inc. is NOT a BBB Accredited Business.