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.
298 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:12/16/2024
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.
On 11/27/24 I ordered an Artemis Dining Table online with 4 upholstered chairs. I paid $1084.99. It was delivered on 12/2/24. The next day, my husband put a plate from the refrigerator on the table and it left a stain. A product advertised as a dining table should be able to withstand a refrigerated plate without damage. Otherwise, it is not fit for its intended purpose.There is a line on the webpage saying that cold (and hot) items stain the table but Im not sure if it was there when I purchased. I also would have expected a warning elsewhere or with delivery given how fragile this table is. Literally plain cold water stains it. We complained to customer support and heard back on 12/9 that the manufacturers warranty doesnt cover staining and that they would not help us because we did not order a warranty. On 12/9, I submitted a review on the website with factual information and they have yet to publish it. It concerns me that they are withholding reviews. Had I seen reviews indicating that it stained so easily, I would not have purchased it.
Business Response
Date: 12/17/2024
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.
While we understand your frustrations the piece cannot be repaired or exchanged. Please see the product details online:
*****************************************************************************************************************************************************
Prepare for compliments with the Artemis Marble Dining Table. A genuine marble showstopperits just what your dining room needs!
Marble slab tabletop featuring natural stone variations, making it beautiful and unique.
Industrial base made of four pedestals for serious stability.
Clean, straight lines for a sleek, yet geometric silhouette.
******************* thats classic enough to fit into any design dcor.
Product Details
Construction and Materials:
         Tabletop is constructed of gorgeous marble, with a resilient MDF and birch veneer base.
Care Instructions:
         Marble is non-stain resistant. If a spill occurs, immediately wipe clean using a damp sponge and mild detergent. Do not place hot or cold items directly on the marble top.
Material
MDF and Birch Veneers
Marble
Finish
Gray Marble/Black Legs
Customer Assembly Required
Again, this is not covered under the manufacturer's warranty.
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: 12/17/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22695999

I am rejecting this response because they did not address my concerns about censoring my review. I think they are misleading members and should be ashamed for advertising a dining table that cannot withstand spilled water. For the record, even if you attempt to wipe up a spill immediately, it still stains, which is not what the listing implies.

Regards,

********** *****
Business Response
Date: 12/19/2024
Dear Ms. ************ have not located your review,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.
****************
Customer Answer
Date: 12/19/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22695999

I am rejecting this response because it is unacceptable that the business could not find my review. In case it helps, my unique review code is likely embedded here: ***********************************************************************************************************
Maybe I just don't see it on the site. I hope that's the case. Otherwise, I'm concerned Value City is censoring it's reviews, which would be highly unethical.
Regards,

********** *****
Initial Complaint
Date:12/16/2024
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 July 27th 2024 I purchased a large sectional from Value City Furniture. I knew upon purchase that it would be slightly delayed in delivery with a delivery date of August 14th 2024. As the date approached closer to my delivery date, the date of delivery changed from October, to early November where finally the day came on November 14th 2024 when the furniture actually arrived. Although I was upset with the continued delays, I was empathetic to the logistics and supply system and dealt with it. I just wanted my furniture. As the delivery team came, everything went mostly well. However, on the large sectional, there is a console section that came without the that needed to be installed for it to be added to the sectional. They did not come with the delivery and there were none available at the warehouse for them to get or for me to pick up (which I offered to speed up the installation) to finish the installation. Since that day I have called continuously for updates getting different answers every time. I never talk to the same person and when I request a manager or someone with authority to call me back, that call never comes. I have been offered and guaranteed solutions only to run into more problems. I have been more than patient and try to be as respectful as possible to get such a simple fix of having the feet to this console delivered while being met with misinformation that has caused me to take days off of work that cost me significant amounts of money. No one seems to take responsibility when I call the company, they do not accurately update notes within my file and this causes repeated mistakes that still have me without what I have purchased. It has been less than a desirable experience and although I want this to be done with, I want this to be addressed and I want to be compensated for this entire process.
Business Response
Date: 12/17/2024
Dear ******,

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

A full replacement for your console has been scheduled for delivery on January 4, 2024. If this date is not convenient for you, please contact us at ************ to arrange an alternative day.

In addition, as an acknowledgment of the inconvenience caused, we will credit you the delivery fee of $229.99, as well as refund 15% of the price paid for the console.

We apologize once again for any disruption this may have caused. 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: 12/17/2024
[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:12/14/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep dissatisfaction with the delivery, assembly, and subsequent handling of my recent purchase. Below are the details of my experience: Purchase Date: October 1, 2024, Original Delivery Date: November 29, 2024 (delayed to December 12, 2024). Product Issues: Upon delivery and assembly, both the headboard and chest drawer are wobbly. When I raised these issues with the delivery/assembly team, they dismissed my concerns, claiming "this is how it is." I requested them to disassemble the items and take them back, as I was unsatisfied. However, the delivery team decided to leave without taking the items back, despite my clear instructions and did not sign any document acceptance of the delivery. Following, I contacted both the ************ and ******* locations. Unfortunately, the responses I received were unprofessional and dismissive. The female manager at the ************ store was particularly rude, uninterested in addressing my concerns, and unprofessional in her demeanor. The only person who displayed any level of professionalism and concern was ***** from Falls Church customer service, who was helpful and empathetic to my situation. Despite the item being defective and my refusal to sign any documentation acknowledging acceptance of the product, the Falls Church manager has insisted on charging me a 15% restocking fee. This is unacceptable, since the defective item was not removed due to the delivery teams negligence. Resolution Sought: Immediate pickup and return of the defective items at no cost to me. A full refund with no restocking fee, as the product was defective and the delivery team failed to take appropriate action. A formal apology for the poor customer service I received, including corrective action to ensure better service in the future. I urge your stores to provide better training for customer service and delivery teams to avoid similar incidents in the future .I hope for a swift resolution to this matter.
Business Response
Date: 12/18/2024
Dear **** *******,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      We cannot find any order under the provided information, and the contact number is missing one number. Can you please provide us with the invoice number, name and phone number on the order?
      If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************
Customer Answer
Date: 12/18/2024
See attachment for more information
Invoice number: *************
**** *******
************
Business Response
Date: 12/27/2024
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 look at your order, it looks like the store sent out the service technician to inspect the bedroom set after the delivery, and he found nothing wrong with it. All headboards can move when you wiggle them at the top, and all hardware is in place. You can return the merchandise, but a 15% restocking fee will apply.

      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: 12/30/2024
I noticed within 2-3 days that the mirror frame is damaged, the chest drawer is wobbly and does not close firmly, and the headboard is also wobbly. Forcing me to accept a damaged product or charging a 15% restocking fee would constitute a fraudulent business practice.
Additionally, I informed the ******* store about the damage to the mirror frame and the issues with the chest drawer over the phone several days before the technician's visit. However, they failed to relay this information to him. When I showed the technician the additional issues, he stated that he had not been informed, highlighting the ******************** and care within your so-called customer service team.
Furthermore, your technician's judgment appears biased in assessing these issues. I demand that you send a neutral third-party company to conduct a fair and unbiased assessment of the situation, as your technician's evaluation alone is insufficient and unacceptable.
Customer Answer
Date: 12/30/2024
I noticed within 2-3 days that the mirror frame is damaged, the chest drawer is wobbly and does not close firmly, and the headboard is also wobbly. Forcing me to accept a damaged product or charging a 15% restocking fee would constitute a fraudulent business practice.
Additionally, I informed the ******* store about the damage to the mirror frame and the issues with the chest drawer over the phone several days before the technician's visit. However, they failed to relay this information to him. When I showed the technician the additional issues, he stated that he had not been informed, highlighting the ******************** and care within your so-called customer service team.
Furthermore, your technician's judgment appears biased in assessing these issues. I demand that you send a neutral third-party company to conduct a fair and unbiased assessment of the situation, as your technician's evaluation alone is insufficient and unacceptable.
Customer Answer
Date: 12/30/2024
I noticed within 2-3 days that the mirror frame is damaged, the chest drawer is wobbly and does not close firmly, and the headboard is also wobbly. Forcing me to accept a damaged product or charging a 15% restocking fee would constitute a fraudulent business practice.
Additionally, I informed the ******* store about the damage to the mirror frame and the issues with the chest drawer over the phone several days before the technician's visit. However, they failed to relay this information to him. When I showed the technician the additional issues, he stated that he had not been informed, highlighting the ******************** and care within your so-called customer service team.
Furthermore, your technician's judgment appears biased in assessing these issues. I demand that you send a neutral third-party company to conduct a fair and unbiased assessment of the situation, as your technician's evaluation alone is insufficient and unacceptable.
Customer Answer
Date: 12/30/2024
Its just unbelievable to think your technician stated that there's no issue with the product, when you clearly see that there's a damage for example to the mirror frame. see attachment for the photo.
Initial Complaint
Date:12/14/2024
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.
In October of 2022, I purchased a ************** for my 77 year old mother at value city furniture. I was told by the store salesman that the bed he recommended and sold to me was top of line quality and if my mom had any problems with the bed or mattress I can exchange it or get a refund because it came with a 5 year warranty. Around June of 2024 my mom started having issues with the mattress. The mattress started sinking and she was feeling what felt like the springs from the mattress was sticking her. After calling the store they recommended she turn the mattress around. I turned the mattress around but it didn't change much she said the mattress became very uncomfortable. I called value city back and told the manager I wanted to exchange the mattress because the one they sold me was not up to standard and was defected. The manager sent someone out to my house and they took measurements of the bed and told my mom she just needs to keep turning the mattress around until she gets comfortable. I called the manger back and told him that moving the mattress around didn't change anything so I wanted a new mattress or a refund. I was then informed that my particular mattress was no longer made but they will have someone contact me about the matter. Now it has been over five months and Im still waiting for someone to contact me to resolve this matter but whenever I call or go to their store location a representative always tell me someone will contact me concerning the matter but I have yet to be contacted by anyone meanwhile my mom sleeps on the couch and reclining chair because the bed she was sold by value city was defected and cause her back pain.
Business Response
Date: 12/18/2024
Dear ******* *******
We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.

After further review,we are unable to locate an invoice under your phone number, email address provided. 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.

Sincerely
*********
Resolution Supervisor
Initial Complaint
Date:12/12/2024
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 ordered a lamp on 10/05/24 with a scheduled pickup date of 10/18/24. When I arrived to pick up the lamp on 10/18, I was told the lamp was not delivered to the facility and the pick up date had been pushed back to 10/25/24. On that day when I came to pick up, I was again informed the date was pushed back and will now arrive on 11/01/24 and on that day I can I was told it was pushed again. The patterned continued. I've called multiple times and spoken to several people, but no one has been able to help. I have spoke to the people that work there and have called the company online and everyone is telling my they dont know where the lamp is and not sure when its coming and unable to do anything further. I was also told I can not return the item because I will loose my promotional credit I used to buy the lamp. It's now 12/12/24 and I still haven't received my order or additional help on how they will solve this problem. I just want the lamp delivered so I can pick it up or would like a refund including the promotional credit I used towards the lamp. (the promotional credit is original money I spent on a product and received back for not using to reupholster).
Business Response
Date: 12/13/2024
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 you are set for pick up on 12/27/24. Please note that the dates are subject to change depending on the vendor.
Please let us know if you would like to continue to wait or if you would like to cancel the invoice.
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: 12/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22680999

I am rejecting this response because:
This response is the same response I receive from Value city furniture each time I inquire about the lamp. I am writing to express my frustration with the ongoing delays regarding the pickup of the lamp I purchased. Each time I inquire, I am given a new pickup date, which only gets pushed back further and further without any explanation. I have shown up on each of these dates, only to find that the lamp is not available and no clarification is provided regarding its whereabouts or even if it exists.
As I mentioned in my initial response, this has now occurred more than five times, and the pickup date has been rescheduled each week without resolution. Given the repeated failure to fulfill this order, I am requesting a full refund of $365.94 including the promotional credit applied to the purchase.

It is evident that the lamp will not be delivered, and I no longer have any confidence in the ability of your company to fulfill this order. Please process the Full refund that I paid on the lamp $235.95 including the promotional credit of $129.99 as soon as possible.

Thank you for your attention to this matter.
Regards,

***** **** ****
Business Response
Date: 12/17/2024
Dear Ms. *********** have canceled the invoice and refunded the card on file; the refund can take 3/5 business days to reflect on the card.
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: 12/21/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22680999

I am rejecting this response because:
I was refunded $235.95, but I am still missing my promotional credit of $129.99.
When I purchased a couch, I entered into an agreement with the store, whereby I would receive a $129.99 promotional credit if I made an additional payment. This credit was supposed to be available for use five years later if I did not reupholster a choice a bought from you. I came back to the store as told and was able to use the promotional credit on the lamp I ordered from you on 10/05/24. However, due to the store's failure to deliver the item as promised, I believe I am entitled to receive this credit back.
I kindly request that the promotional credit of $129.99 be refunded to me. If necessary, I am open to receiving the amount in store credit. It is unjust for the company to retain funds that rightfully belong to me due to its inability to fulfill the order.

I look forward to your prompt resolution of this matter.

Regards,

***** **** ****
Business Response
Date: 12/24/2024
Dear Ms. ************ are talking about the Pure Promise rebate, which is an in-store credit only. You have until 1/31/25 to use this credit, it will expire.
If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
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.
I went to a different value city furniture location to use the rebate and order a new lamp. They excepted the rebate and have my order scheduled for pick up on January 7th. Hoping that delivery and pickup run smoothly this time around. Thank you for your help.

Regards,

***** **** ****
Initial Complaint
Date:12/09/2024
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.
This Complaint along with documented copied evidence has also been mailed to the Ohio Attorney General's Office for Review/Investigation. Also mailed to the other listed Agencies for Review/Investigation.

This is a Potential Breach of Warranty in my opinion, Very Poor Customer Service, No communication, No returned phone calls, No Order Confirmations, Long Delays, the "unknown", etc.

The Complaint is Self-Explanatory.
Thank you
On November 4, 2023 at 5:10P.M. my partner, ****** ******** and I purchased a large brown leather sectional from this Merchant which included within, 2 corner recliners, 1 recliner set at the console area, USB Ports and a Console Phone Charging Doc. This purchase came with a 1-year warranty and ****** decided to also purchase the $499.99 5-Year Pure Purchase Furniture Protection Plan. Please see receipts and verifications attached.
On or about the middle of October 2024 the 1 corner recliner started having issues going up/down and then just stopped working all together. USB Port also started to malfunction and it to just stopped working.
On or about October 21, 2024 I communicated with the Warranty Services Department via Online Scheduling and informed them of the issues. On Wednesday October 23, 2024 at 10:55A.M. I received an email reply (See Attached) from the Warranty Services Department advising that the sectional was still within the Manufacturer’s Warranty, and I needed to contact Value City Furniture direct at ###-###-####.
On Friday October 25, 2024 at 1:50P.M. I called this number provided and spoke to a female representative named Devin. She took my information, logged the issues and stated the Furniture Services Network would contact me within 48hrs to schedule service at our home regarding the broken sectional.
Issue:I received 2 text messages from the Warranty Services Department with a date and window of time scheduling the home services time when a technician would be arriving. Text messages?? Why?? Why is the Warranty Services Department sending customers text messages scheduling a home service call without calling the customer first to see if the date and window of time is acceptable? Totally unacceptable and unprofessional in my opinion. The customer should receive a phone call first, scheduling a time based on the customer’s schedule, not the Warranty Services Department schedule and not just assuming the customer will be available on the date and time in the text message. There should be verbal communication via a phone call with the customer to schedule the home service call and then, a follow-up text message confirming the date and time established. I called scheduling and addressed this concern telling them I was only available for the 8A to 12P window.
On or about October 29, 2024 I received another text message scheduling home service regarding the sectional for Thursday October 31, 2024 with the window of 8A-12P. This service call was canceled by “Robert” via a phone call on Wednesday October 30, 2024 at 2:45P.M. due to him stating his work for that day was all on the eastside of Columbus with no service calls on the westside. I agreed and understood, so another home service call was scheduled for Thursday November 7, 2024 with an 8A to 12P window. Robert was very professional and courteous regarding our phone conversations.
On Thursday November 7, 2024 at 10:50A.M. Robert arrived at our home. I advised him of the issues in question, he immediately knew what the probable issues were and went to his truck to retrieve tools. Robert then disassembled the recliner in question, ran a few electrical tests on it and the entire sectional. It was determined, and Robert stated, a new motor and switch housing was needed for my side recliner. Robert was very diligent in checking the other 2
recliners and the entire sectional for any other issues. I appreciated his attention to detail, knowledge and explanations. Robert stated he was placing the Order for the new motor and switch housing in his vehicle prior to leaving and I would receive notification. Robert further stated the items would be delivered to me in a few weeks and once I received them, I was to call the Warranty Services Department back to schedule for the new parts to be installed.
Note: To date, I’ve never received ANY notification via email, phone call or text that the new items have been ordered. I have never received any follow-up with the order confirmation, what specifically was ordered and/or any type of documentation. No call, no text, no email, nothing…Why? I was told I would receive this confirmation and have not received anything to date. I’m not even so sure the items were even ordered, I have not been provided with any date of approximate delivery, nothing, and unsure if the Warranty is even being processed per the merchant purchase agreement.
So, as of Monday November 18, 2024 reference to what I’ve stated above and me still not received any calls, texts, emails as to what’s going on, I called the American Signatures Warranty Department on Monday November 18, 2024 at 9:30A.M. I spoke to a male representative who could only tell me, “The parts were ordered”, nothing else. This representative then told me it would take up to 16 weeks for the ordered items to ship. I immediately became frustrated because this is not what I was told, and I asked for a supervisor. I was then transferred to “*****”. I again expressed my concern and frustration due to the lack of communication and the 16 week (4 months) wait time for shipping. ***** placed me on hold while she was going to check on the matter. After being on hold for several minutes without a response or even knowing if the call was even still active, I hung up. I’m convinced I was placed on hold for such a long period of time with ***** hopeful I would just hang up.
After waiting, I called back again on Monday November 18, 2024 at 10:30A.M. and spoke with a representative named ******* who told me again the parts ordered will take up to 16 weeks, 4 months to be shipped out. I again told her this was not how it was explained to me, how I understood and expressed my frustration regarding this “turnaround time” and it not being acceptable. It should not take 4 months for new warrantied parts to be shipped out to me, then no doubt, another month of further wait time to have things installed. All the while, ******** still required to make her financed monthly payment obligation. One month I feel would be acceptable, not 4 months. So ****** and I must go 4 to 5 months of not being able to use the services of the sectional purchased, i.e., recliner, UBS ports? I stated to *******, that for each month the new parts are not installed accordingly, ****** should “Skip that month’s payment” on financing since we are not getting the full services and use of the sectional as described. I then asked for another supervisor, was placed on hold again for ten minutes with ******* returning to the line stating no supervisors were available, BUT, she would send an email to the supervisor with my name, phone number and have them call me right back. I’M STILL WAITING ON THAT RETURNED CALL. AS OF THE DATE OF THIS NARRATIVE, STILL NO CALL BACK.
Since I was not getting anywhere regarding confirmations of things as stated above, on Monday November 18, 2024. I called Value City Furniture (###-###-####) to speak with a manager there to ascertain if they could give me further details. I spoke to General Manager
“******” (?). I expressed my frustration to her regarding this matter. ****** stated she would research the issue and call me back. NO RETURNED PHONE CALL, NO REPLY BACK.

On Thursday November 21, 2024 at 2:10P.M., since 3 days had passed and ****** had not returned my call, I called the Value City store again. I spoke to a female representative who advised ****** was not available. The female representative took my information and stated she would past it on to have ****** return my call. This female representative stated to me that ****** would call me back “for sure” by the end of the day or next.
I believe it was Saturday ****** left me a voice message stating she had researched out to her people regarding the issues and was expecting a response. ****** stated and promised she would call me back by 5P on that Sunday with some sort of information. NEVER DID, NO RETURNED CALL, NO REPLY.
As of Wednesday December 4, 2024 I still had not heard back from Manager ****** at Value City and still have not heard back from a supervisor at the Warranty Department ******* said would return my call…..

On Thursday December 5, 2024 at 1:15P.M. and 1:30P.M. I called American Signature to once again try to get information regarding this warranty issue. After navigating prompts and placed on Hold, the recorded message stated, “Your approximate wait time is 55 minutes”. The second said, “Your approximate wait time is 1 hour and 10 minutes”. I did not have this kind of time and who does? I hung up. For a customer to have to wait this long is unacceptable in my opinion.
On Thursday December 5, 2024 at 1:22P.M. I called Value City yet again to speak with ****** as to what was going on per her voice message to me. The female representative who answered stated she was not available. I believe it was on this date I spoke to an Assistant Manager, advised her that my calls were not returned by ******, I couldn’t get any help regarding the warranty, explained my frustration, asked to have ****** call me back and that I was further pursuing Complaints regarding the totality of this frustrating issue. NO RETURNED CALL OR REPLY.
On Thursday December 5, 2024 at 1:55P.M. I thought I would attempt to contact the Corporate Office. I secured the Value City / American Signature Corporate Office phone numbers and was given ###-###-####. When I attempted to call this number, it just reverts right back to the same Value City voice prompts when one calls an actual store. Pointless….
On Thursday December 5, 2024 at 2:00P.M. I located a Value City / American Signature Corporate Contact page. I filled out the appropriate fields and asked for an Escalation Supervisor to call me. NO REPLY, NO RETURNED CONTACT.
SUMMARY
** I was never given, nor do I have anything tangible in writing regarding any
parts ordered reference our sectional recliner and the Warranty being honored by Value City Furniture / American Signature.
** I currently can only assume that this is a Breach of Warranty issue by Value City Furniture / American Signature because other than my own chronological documentation of events, I do not have any confirmation / documentation paperwork from Value City or American Signature that that I filed the Claim. Again, No communication, no documentation, nothing.
** I do not have any confirmation / documentation of any parts, new replacement parts having been Ordered, no Order Confirmation, no shipping information, no follow-up, etc.
** I have not received returned phone calls from Value City Furniture and/or American Signature after being told / promised my calls would be returned.
** Ridiculous long hold times, not being able to speak to anyone to get information. Who has 1 hour and 10 minutes to sit just waiting for someone to pick up on the other end? Unacceptable.
** I have no idea what is going on, if the warranty is even being honored as described verbally at purchase and in writing by the merchant, nothing…………
Business Response
Date: 12/10/2024
Dear Mr. & Mrs. **********-********,
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 see that the parts have been ordered and the
parts can take 16/18 weeks to come in depending on the vendor. Once the parts
are in, we will set up a service for a service technician to come and repair
the pieces.
This is going through the 1-year manufacturer
warranty, not the extended warranty.
We have attached the extended warranty information
for you as well.
While we understand the frustrations, we are extremely
busy, and we do apologize for the wait times.
If you have any further questions or concerns, you
may contact our Customer Care Team at ###-###-####.
Sincerely,
***
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 12/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22660585

I am rejecting this response because:
The merchant “still” has not provided and apparently cannot provide any confirmation to me via email, text or phone, that the new products have been ordered AS I WAS TOLD WOULD BE PROVIDED TO ME, no confirmation of expected delivery, etc. No reasons as to why my calls were not returned, provides me the same number to call which I’ve tried prior and a number where the “Hold Times” are over an hour as I’ve already indicated or ANY confirmation that the 1 year manufacturer Warranty is being honored. The merchant provided a response only indicating what I already know.
This sectional can only be placed one-way in our great room in order to face our TV, etc., it can’t be rearranged. I am disabled and use the end recliner which is the broken one. I have not been able to use the reclining function which when working, helps me with my disability. For one to have to wait 4 to 5 months for warranty parts to be delivered and installed is completely ridiculous and unheard of. I’m scheduled to have a major surgery in 3 weeks and will need the full operating function of my recliner in question, the one that needs repaired?? My recliner needs repaired now. I have not been able to use it for 8 WEEKS. It is pointless for me to try and call anyone because either my calls are not returned OR I’m expected to wait on hold for any hour. If the broken recliner will not be fixed for my use before my surgery, Value City needs to arrange now for a new complete sectional like the one we have, be delivered and the current one removed. I need the use of the recliner for my post operative surgery recovery.

Regards

****-****** **********-********
Business Response
Date: 12/16/2024
Dear Mr. & Mrs. **********-********,
While we understand your frustrations, we must
wait for the parts to come in, again, we see that the parts have been ordered
and the parts can take 16/18 weeks to come in depending on the vendor. Once the
parts are in, we will set up a service for a service technician to come and
repair the pieces.
Per our policy, if we cannot repair it, we will replace
the piece. Per our technician, we can
repair the piece. There will be no exchanges.
****************
Warranty
Under conditions
of normal usage VALUE CITY FURNITURE/AMERICAN SIGNATURE FURNITURE will conduct
repairs on any defect in workmanship without any charge to the original
purchaser for a one year period from the date of possession of the original
purchase. VALUE CITY FURNITURE/AMERICAN SIGNATURE FURNITURE will not perform
work or repair any furniture which may cause a hazard to our employees or our
property. Warranty coverage does not apply to furniture that has been heavily
soiled, stained, intentionally misused, altered, improperly cleaned, infested,
damaged in transit, or otherwise damaged in a way that is not the result of
defect in the workmanship of the product. If the item cannot be repaired to
factory specifications, the item will be replaced with the same or comparable
merchandise. If the same item is not available, VALUE CITY FURNITURE/AMERICAN
SIGNATURE FURNITURE will issue an IN-STORE CREDIT towards new merchandise.
Accessory items are warranted for a period of 90 days. " AS-IS" items
carry no warranty and the sale is final (except where prohibited by law). For
warranty claims on mattresses, box springs, or additional protection or
warranty programs, refer to that warranty for service information.

If you have any further questions or concerns, you
may contact our Customer Care Team at ###-###-####.
Sincerely,
***
Resolution Supervisor
American Signature Inc.
###-###-####
Initial Complaint
Date:12/07/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against Value City Furniture due to deceptive practices, repeated delays, and poor handling of my couch purchase made on 11/10/2024.We financed part of the purchase using a line of credit that the salesperson assured us would not result in a credit card. However, I later received a credit card in the mail, which was not what we agreed to.The couch was originally scheduled for delivery on 11/23, and I even received a confirmation call for that date. However, the delivery never occurred, and I had to follow up with Value City Furniture to learn that the order had been delayed to late December.When I escalated the issue, I was told that they never know when theyll receive the couch due to manufacturing issues. I was offered a $300 discount for the inconvenience, as I was continuing to pay off the line of credit despite not receiving the product.I was then informed that the new delivery date was 12/14. Today, I received yet another call informing me that the couch is now backordered until 2/21/2025over three months after the original *********** this point, I feel scammed. Value City Furniture appears to have prioritized making the sale over fulfilling the order. It seems they knowingly took my money without the ability to deliver the product. This has caused unnecessary frustration and financial strain, as I am paying for a product I have yet to receive.I request BBB intervention to:1.Confirm a guaranteed and expedited delivery date.2.Investigate Value City Furnitures deceptive practices regarding financing and delivery promises.3.Provide further compensation for the significant inconvenience and stress caused by this experience.Value City Furnitures handling of this matter has been deeply unprofessional and unacceptable. I trust the BBB will help resolve this issue promptly.
Business Response
Date: 12/14/2024
Dear ******* ******

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint. After further review our records show that we informed you on 11/21/24 that we were experiencing manufactory delays and the new estimated date was provided. We informed you also on 11/23/24 with additional information concerning your order and offered $300 for fair compensation if you chose to continue to wait on your order.

We again 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 tentative, and are subject to change. If any changes occur we inform our customers as soon as possible. As per your request, you would like a guarantee delivery date, we can provide you a estimated date but not a guaranteed date. As per our last conversation compensation we offered you 30% off of your total on 12/13/24 that you accepted. The amount that you agreed to accept was for $500.00, you were also made aware that the delivery date is still tentative, and currently some dates have moved out to February 2025.

As per our conversation on 12/13/24 you were also offered to reselect or cancel your existence order. You requested to continue to wait with the fair compensation of $500.00 being offered. Please understand we are continuing to work on this matter, our goal is for you to enjoy your new furniture. However, if the date continues to get delayed. It is recommended that you reselect or cancel this order.
Best Regards
Resolution Supervisor
*********
Initial Complaint
Date:12/07/2024
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.
Ordered and paid for furniture that has not been delivered. Attempts to contact this business have failed. Going into the store has not resolved this issue. On line has also failed. Prior to this our deliveries have constantly been delayed.
Business Response
Date: 12/10/2024
Dear Mr. ***************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
We see you are set for deliveries on 12/13/24 and 12/21/24. Please note that the dates are subject to change depending on the vendor.
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: 12/11/2024

---------- Forwarded message ---------
From: ***** ******* <***************************>
Date: Wed, Dec 11, 2024 at 5:43 AM
Subject: 22655067
To: <**********************************************************************************************>

We are scheduled for furniture delivery Friday. Hopefully happens as planned. Again, people in store very helpful. Shipping is a big problem for VCF.

Sent from my iPhone
Business Response
Date: 12/19/2024
Dear Mr. ************** apologize for the delays, you are set for delivery on 12/21/24. Please note that the dates are subject to change depending on the vendor.
Once you have a successful delivery we can look into a discount 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: 12/22/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22655067

I am rejecting this response because:

Regards,

***** *******
Are final part
Was to be delivered yesterday December 21. We were told to be home between 10:30 and 1:30 pm. At 1:00 pm I called the store and was informed that it would not be delivered today. Due to damage. I had to stay home the Saturday before Christmas and for the second time our items were not coming and we were not notified. The person that I talked to at the store was fabulous.

Business Response
Date: 12/26/2024
Dear Mr. ***************** you for your feedback.
We see you called the store and changed your delivery to 1/7/25. Please note that the dates are subject to change depending on the vendor.
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:12/06/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We received a bedroom set and additional bed for our sons room. We saw that our night stand had dents and scratches and that the king size bed frame was done improperly and now the headstand is bowing out at the bottom and will eventually snap. I talked to online and was given a service date and time. No one ever showed. Called the store after being transferred around and yelled at...I was given an 800 number that had a hour wait time. Found someone through their chat and basically got well they can come the Friday after even though I took off today Fri Dec 6th. I was treated like garbage for someone who just spent almost 3 grand with their business and paid off their designer card days after my delivery.
Business Response
Date: 12/08/2024
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, Can you please confirm if you are still scheduled for a service or if a technician has completed the service?

If there has been no service request completed, can you please provide me with pictures of the damaged NIGHTSTAND and KINGBED as soon as possible.

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

Customer Answer
Date: 12/11/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22651131

I am rejecting this response because: We have not had a tech come out. I am supposedly scheduled for this Friday the 13th but after last week. I am not entirely sure they will even make an effort to come out. I have attached pictures of our nightstand and king size headboard (3 pics), along with additional issues found on my son's queen-sized headboard that appears to be pulling apart (3 pics) had to send as zip file.

Regards,

April Prince
Business Response
Date: 12/24/2024
Dear ***** ******,

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

We received feedback from the store that a technician report has been received. You are approved for an Headboard, Nightstand that is set to be delivered on 1/2/25.

Please let me know if you have additional questions.
Thank you
*********
Resolution Supervisor
Customer Answer
Date: 12/26/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22651131

I am rejecting this response because: you still haven't compensated for any of our time lost over this issue and the fact that you own staff yelled and screamed at us via the phone over something that wasn't even our fault. This has drug out for over a month and could have been resolved before the holidays. Now we have to wait until the New Yeah TO HOPE!?! that the correct stuff is brought and resolved. Not once has anyone from the store reached out to us; to apologize over the situation or attempted to make any of it right. WE had to do all the contacting, chasing down, etc to resolve this issue. You all did none of this work.

Regards,

April Prince
Customer Answer
Date: 01/02/2025
The sent the wrong size headboard. This is still an on going issue. It is getting ridiculous. I cannot even call the store because they dont open until 10am.
Business Response
Date: 01/05/2025
Dear ***** ******,

Thank you for update. I'm sorry we didn't deliver the level of service you expected and deserve. We appreciate your patience as we work together to find a resolution.

On 1/3/24 a refund was processed for fair compensation for $466.21, also a replacement was setup for 1/8/25.

Thank you
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: 22651131

I am rejecting this response because: no one called about the 8th. No one showed up on the 8th. Even with the weather I called on the 7th to confirm delivery since no one had called and was told they were still deciding. No one ever called again and by the 9th or 10th my husband finally called them. The lady yelled and hung up on him. He called back and said if it was easier we could come down and talk to them. She decided that she would be nice. I assume because she didn't want anyone knowing how she treated him. Supposedly rescheduled AGAIN for this Thurs. Jan 16th. BUT I will believe it when I see it. This location of your company has been the worst I've ever dealt with in all my time buying furniture from Value City for the last 2 DECADES. We normally deal with the ****************** location. I just want my bed fixed, so we don't ever have to do this again. Please ensure that we are listed for this Thursday, that they have the CORRECT size headboard, and that it is completed- so we can be done with all of this madness.

Regards,

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

I'm sorry we didn't deliver the level of service you expected and deserve. I do see that the store has already spoken to you about your upcoming deliver on 1/16/25.
We are sorry that you've had to contact us multiple times about the same issue. If you need anymore assistance you can contact our customer care line or your local store.

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: 22651131

I am rejecting this response because: no one called or emailed on Jan 15th (the day before like we were told) and I never received a call or email on the 16th about the window of delivery time. Contacted VCF via chat (Jan 15th evening) only to be informed I am not on the route schedule today- Thurs Jan 16th (even though multiple people told us that we were scheduled). The piece that was needed that has always been available at the store is no longer available and had to be re-ordered. No one called us about this issue. I was offered the 20th for delivery only to be told never mind. Because the soonest date they will receive the piece may be 1/18 but since they don't know- they wouldn't schedule. Even though it was offered. Once I mentioned updating the BBB- it was basically we will call you when we call you and hope we were able to assist. (I have all the screen shots of the chat, but I am sure VCF does as well). I don't honestly have the energy for this anymore. PLEASE just fix what I already paid for 2 months ago and already paid Synchrony 2 months ago for as well. I just want to be done with this and never do business with VCF again. Two decades of business with your company- not anymore.

Regards,

April Prince
Customer Answer
Date: 01/16/2025
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
I have no time in my daily schedule to have a 2-hour meeting. I just want my bed fixed, so I no longer have to associate with this business.
Regards,
April Prince
Business Response
Date: 02/01/2025
Dear ***** ******,

Our records indicate that an even exchange was completed on 1/21/25. This matter has been resolved.

Thank you
Resolution Supervisor
*********
************
Initial Complaint
Date:12/06/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint regarding my recent experience with Value City Furniture and their third-party vendor services. Below, I have outlined the timeline and concerns regarding the purchase, delivery, and return of furniture under transaction #***********.Purchase and Delivery Issues On November 8, 2024, I purchased furniture through the Value City Furniture website. At the time of purchase, I was not informed that the items were sourced from a third-party vendor. My expectation was that all purchased items, including a mattress, coffee table, and bed frame, would be delivered and assembled as part of the service.On November 16, 2024, the scheduled delivery occurred, but only the mattress was delivered, and no assembly services were provided. This was contrary to my understanding at checkout. Disappointed, I opted to cancel the entire order on the delivery date due to the lack of assembly for the bed frame and coffee table.Return Process On November 18, 2024, I personally returned the bed frame to a Value City Furniture location. Unfortunately, my experience there was extremely disappointing.A staff member, a Hispanic gentleman, was on the phone and unresponsive while I waited for assistance. I explained that customer service had instructed me to return the item to the store, where the account would be properly adjusted.A Caucasian gentleman, while more polite, did not assist me in unloading the heavy bed frame box from my vehicle until after I had already carried it myself. He later provided a furniture dolly, but only after I had completed most of the work.A full adjustment to my account, including the removal of the 15% restocking fee.An acknowledgment of the poor customer service I experienced and a commitment to improving staff training and policies.
Business Response
Date: 12/10/2024
Dear Ms. ************ 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 to several Resolution Supervisors, and we explained the return policies.
While we understand your frustrations, please see the policies on our site and the back of the receipts:
***************************************************************
Direct Ship from ********************************************* Include:
Free Shipment of furniture to your home. Furniture left at front door or garage in original packaging. Placement of furniture in home, assembly, and removal of product packaging not included.
Merchandise is delivered through a variety of national or regional carriers, such as but not limited to: *********** AllStates World Cargo, Metropolitan Delivery, Roadrunner, *****, AM Trucking, R&L Carriers, AIT Worldwide.
Small Parcel Merchandise is shipped ground and can take up to 5 days to be delivered depending on your location.
Due to size, select oversize items will ship LTL and can take up to 21 days to be delivered depending on your location. Refer to product details to determine if an item is shipping LTL.
After an order is shipped, tracking information is emailed to your registered email address.
If, during shipment, your merchandise has been damaged, you must notify customer care within 7 days of the date of delivery. Customer will need to provide images of the carton and product damages to facilitate resolution.
Item(s) shipped direct from manufacturer may be cancelled for a full refund up until the item(s) ships from warehouse. Merchandise that has already shipped can not be cancelled. Customer is responsible for returning merchandise to your local store in original condition for a refund. Returns must be made within 7 days upon receiving item(s) and will incur a 15% restocking fee.
Merchandise Shipped Direct from Manufacturer
Item(s) shipped direct from manufacturer may be cancelled for a full refund up until the item(s) ships from warehouse. Merchandise that has already shipped can not be cancelled. Customer is responsible for returning merchandise to your local store in original condition for a refund. Returns must be made within 7 days upon receiving item(s) and will incur a 15% restocking fee.
Please see the attached screenshots that show where you are told this is customer assembly required.
********************************************************
Refund & Exchange Policy
A refund or exchange may be requested at any time prior to your receipt of the merchandise.Your refund will include taxes paid and the cost of any additional protection or warranty programs purchased. After your receipt of merchandise, if you are dissatisfied for any reason, you may return it for a full refund, less delivery fees, so long as it is returned or exchanged within 7 days of pickup or delivery. To be eligible for return, except where prohibited by law, and unless your merchandise qualifies for replacement under a promotional program,Mattresses and Box Springs must have law tags attached, and be in sanitary condition, clean and free of tears, burns, stains of any kind. Except where prohibited by law, a 15% restocking fee may be charged on returned merchandise or cancelled orders. Customized merchandise thats cancelled after an order is placed is subject to a 20% cancellation fee. Refunds may only be made if merchandise is in " as-new" condition. " AS-IS" and " One Only" items are not refundable or exchangeable. Refunds will be in the same form as that of the original payment and issued only to the individual(s) listed in the invoice, except for cash. If your original payment was a cash payment and your refund exceeds $250, a refund check will be issued by our **************** within 10 days and will be mailed to you by the store.
We are working on the refund through *******, less the restocking fees.
Thank you for your patience.
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: 12/11/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22649122

I am rejecting this response because:

Regards,

****** *****

The reason I'm rejecting this complaint is because this item has been returned way over 21 days. They have not issued any credits. They should be waiving the 15% recycling fee. The only item that was delivered to my home was the bedframe only the day of delivery I canceled the bed mattress and then also I was told by their representative meaning value city furniture employee to call the delivery company that was delivering a coffee table so the level of unprofessionalism is at is worse they are saying they cannot locate the items. I wish not to pay the 15% restocking fee due to the bad customer service not being prompt due to the rule, customer service that I received from the store manager.
Business Response
Date: 12/16/2024
Dear Ms. *************** you for your patience.
We have processed the refund through Fortiva less the restocking fees. The fees are per policy.
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: 12/17/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22649122

I am rejecting this response because:

Regards,

****** *****
not feel that I should be responsible for the restocking fee. There is no merchandise at any store that takes over 21 days when the only thing I received was the bed frame only I did not receive the other item so I should not be charged or restocking fee whatsoever please adjust the account properly. This has been a headache. You are the worst company to purchase any items
Customer Answer
Date: 12/18/2024
Value city furniture has only issued two partial credits 15% of $1687 should be roughly $253 and some change. I only received one item which would've had a restocking fee which was the bed frame. please adjust the account accordingly this is Ludacris that. I constantly have to go through the BBB to get this issue resolved. Your company is a horrible furniture company to purchase from
Business Response
Date: 12/20/2024
Dear Ms. *************** you for your patience.
You have been refunded as of 12/20/24, less the fees of $295.97, your delivery fee, and the restocking fees are not refunded.
We apologize for the delay.
If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 12/21/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22649122

I am rejecting this response because:

Regards,

****** *****

this company needs to refund the whole dollar amount. They have horrible customer service and I never received the other products. I should not be charged a restocking fee because the packages were never open and the mattress along with the coffee table was never delivered to myself if I'm going to pay a restocking fee, they need to re-ship all the items then
Business Response
Date: 01/07/2025
Dear ******,

Kindly refer to the policy outlined below, which was made available to you both prior to and following your transaction:

Item(s) shipped direct from manufacturer may be cancelled for a full refund up until the item(s) ships from warehouse. Merchandise that has already shipped can not be cancelled. Customer is responsible for returning merchandise to your local store in original condition for a refund. Returns must be made within 7 days upon receiving item(s) and will incur a 15% restocking fee.

Please note, the restocking fee is non-refundable.

We apologize for any inconvenience this may have caused. Should you have any additional questions or concerns, please feel free to contact our ************* team at ************.

Sincerely,

****** P
Resolution Supervisor
*************
************

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