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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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/05/2024
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.
Value City Furniture delivered damaged, dirty furniture to my home 11/21/2024. In the process of delivery, the crew damaged a stair ******** and tore the furniture and dropped it on the ground outside at least twice. The delivery driver also made sexual advances toward me. I have reached out to the **********, **** location dozens of times requesting assistance. Delivery manager **** scheduled a return pick up for 12/5/24 but no one showed up. I have called the ********** location many times and have been hung up on. I call and they ask my name and then hang up on me. This is unprofessional and VCF has now caused over $4500 in damages between the ******** and furniture that they refuse to acknowledge. Also, a portion of the furniture was NEVER even delivered and I am still paying for it. I have emailed dozens of times providing details and photos. Now response from VCF. Please remove this dirty, damaged furniture out of my home and refund my money!1. Describe the damage being claimed Damage to my stair ******** caused by movers banging furniture against it. Nicked wood & chipped paint.2. What occurred during the delivery that may have caused it. 2 movers were attempting to carry in a sofa sectional and knocked into the ********. As they approached the house, they dropped the sofa on the ground twice. At that time I asked if it would be easier to come in through the back patio entrance but the lead mover stated no. I watched the taller guy back up into the ******** and then drop his end of the sofa. 3. Confirm the date of delivery 11/21/2024 4. Confirm the date of the loss 11/21/2024 5. Confirm when you first reported the damage, and to whom it was reported At the time of the incident. I asked the lead mover what would be done about it. He stated he was the general contractor and stated he would "come back to fix it if your husband isn't home". Sexual harassment.
Business Response
Date: 12/06/2024
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 you are set up for pick up on 12/12/24,once the merchandise is picked the items up, we can put through a full refund within 24 hours.
We apologize for the inconvenience and the experience you have received. We have sent this to our market leaders and the delivery company to further investigate.
On the home damage, we have put in a claim for you. You can email *****************
Again, we apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:12/05/2024
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.
Last Nov. 2023 I purchased a rather expensive dining table plus the extended warranty from Value City Furniture. When delivered the base was chipped and 5 out 6 chairs were damaged. I went back and forth with the store for a month and 1/2 before I got them replaced. My persistence paid off. Less than 6 months later the finish on the table top began wearing off. When I contacted the store, they sent a service technician out and he decided it was caused by moisture and it was my fault and they would not cover it. They told me I was in luck because I purchase the extended warranty. After the store instructed me how to file the claim. The claim was denied by the warranty service. They said my table was less than a year old and it was the stores responsibility to take care of it. I made several attempts to deal with the customer service department. I just kept getting passed around to different people and never got anywhere. I finally went back to store and they refused to rectify the situation. I paid a little more than 4k for this dining set with warranty. Which did me no good. The customer service was horrible. While in the store, the manager refused to come out and speak with me regarding the situation. Now Im left with a table thats damaged and no one that will help me.
Business Response
Date: 12/05/2024
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 into this matter for you. Could you please provide pictures of your dining table? We are requesting at least 4 pictures of the tabletop to be reviewed.
Please provide us these pictures within 7 days to review.
Thank you

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

Complaint: 22634253

I am rejecting this response because: The issue is not resolved yet and I would like to keep my complaint open until the matter is resolved. Sending photos again is not resolving the matter so until something is done I would like to keep the complaint open. I will be sending the photos and when company provides a response I will reevaluate if the complaint can be closed.

Regards,

******** ****
Business Response
Date: 12/24/2024
Dear ******** ****

Thank you for reaching out to us regarding your complaint. We understand your concerns and would like to offer support in resolving this matter. We received pictures of the dining table top on 12/12/24.

We are now able to move forward with the complaint. We have approved you for a replacement on the 44x108 RCT TABLE TP on 12/31. Please let us know if this date will work out for you.

Best Regards
Resolution Supervisor
*********
************
Customer Answer
Date: 12/28/2024
I am accepting a replacement. I do not wish to close the complaint until it is delivered and I inspect it for damage. In the passed they have delivered damaged merchandise and I have had to argue for a replacement. They delivered is scheduled for Jan. 2nd.
Business Response
Date: 01/05/2025
Hello,
We received an update that on January 2, 2025 a replacement table was successfully delivered.
Thank you
*********
Customer Answer
Date: 01/07/2025
[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:12/04/2024
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 purchased furniture in the amount of $6,443.71 on 10/26/2024 for a delivery date of 11/12/24.Since that time our order has not been fulfilled completely and we still have damaged furniture that has not been replaced and pieces still missing. They have not responded since WE called them on 11/20. WE have called and sent multiple emails with zero response
Business Response
Date: 12/05/2024
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 you talked to the store location,and you are set for delivery on 12/31/24, please note the delivery dates are subject to change.
Once you have a successful delivery we can refund the delivery fee 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: 12/16/2024
I spent $6343.71 on my furniture back on 10/15/2024. We were promised a delivery date of 11/12/2024. On 11/12/2024 we were delivered a dining table that was damaged, and 4 chairs of the 6 we had ordered, which two of the delivered chairs were damaged. At that time our complete bedroom set, the 3 counter stools and the other two dining chairs were **** We contacted our purchasing store at *************************************** and they had no idea. ***** ***** our salesperson was great and stated theyd get us fixed asap and even gave us a temporary bed. We were given a re- delivery date of 11/21. Unfortunately no one called to let us know a timeframe for 11/21 so I called only to find out that we still wouldnt be getting a table and they still cannot find my mirror to my bedroom set nor have they replaced the two damaged chairs. I spoke with a manager named ***** who promised to follow up. That was on 11/20 and I havent heard from anyone and Ive called and left many messages. Ive taken off vacation days. Im now about to make my second payment on an order that is still incomplete. Which isnt even the reason Im so angry. Im angry because NO ONE has reached out or even offered to make this right. I hope you can help and you understand. Im a retail manager and this is just not an acceptable form of customer service. They state they were working with a new inventory system. I dont need excuses. I need my furniture and at this point, compensation.
Business Response
Date: 12/16/2024
Dear Ms. *************** see you talked to the store location, and you are set for delivery on 12/31/24, please note the delivery dates are subject to change.
Once you have a successful delivery we can refund the delivery fee 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.
****************
Business Response
Date: 12/16/2024
Dear Ms. *************** see you talked to the store location, and you are set for delivery on 12/31/24, please note the delivery dates are subject to change.
Once you have a successful delivery we can refund the delivery fee 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: 12/23/2024
[If you do not say why you are rejecting the I company's response, BBB must close your complaint.]

Complaint: 22641144

I am rejecting this response because:
I was sent a robocall from the business for a 12/31 delivery. I tried to call back to Explain I would not be available on 12/31. I have called everyday since 11/20 with no answer from the store. I still have not gotten all of my furniture or a valid delivery date. Furthermore I havent even been contacted except for once by the store to which I missed the call, and was left a voicemail but they never called back. Ive asked for compensation because Im still waiting for 4 pieces of furniture and I took 3 days of vacation off for their failed delivery attempts .
Ive made now 3 payments on this furniture that is incomplete.
Their customer service is abysmal.

Regards,

**** ********
Initial Complaint
Date:12/03/2024
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 bought furniture from value city earlier this year. The recliner broke. It is a mechanical issue. 2 service people came out. They said they would order the part. We were told that someone will call us about an update to our our claim. Nobody called and that was almost 2 weeks ago.
Business Response
Date: 12/07/2024
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 are looking at your order it looks like, the store already ordered the parts for your recliner. As soon they receive the parts, they will contact you and set up an installation service.
      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:12/02/2024
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.
Purchased Dual Power Recliner August 14, 2024, $1,423.07. The Recliners dual motor was defective, the motor did not function properly. Value Citys Service Technician concluded the Motor was defective and recommended/ordered replacement. His explanation, like an automobile with a motor, sometimes you get a lemon . I contacted VCF ************************ and requested a refund instead and was denied. This was my 3rd time requesting a refund and being denied.After writing an honest review with the BBB, Consumer Affairs, etc, Value City staff and management became hostile and harassed me, hung up on me, the disparaging treatment went so far as to cause me great concern about my health issues.i have multiple thoracic aortic aneurysms and expressed concern over all the stress. In response and as of December 1, 2024, I was advised that my new chair will now be delivered in 2025.I want this chair to be removed, a full refund and all harassment to cease. Value City Furniture is knowingly and with full intent, causing a life threatening stressful and unfair situation for me.
Business Response
Date: 12/04/2024
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 review your order, it appears that the store has scheduled the exchange for your ********** Recliner for 01-02-2025. This is outside the return policy, you can return the merchandise within 7 days of delivery. We will take an additional 15% off the order after a successful exchange.
      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: 12/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22626287

I am rejecting this response because:
I purchased the Recliner on August 8, 2024.A defective recliner was delivered on August 13, 2024.
The response from Value City is beyond ridiculous. Citing a 7 day return policy when it took 6 days to delivery, this policy is counterintuitive! By this policy the Consumers rights are diminished to a stressful and unfair outcome. This interaction has had a significant impart on my health. I have multiple aneurysms and have been overly stressed by Value Citys ongoing negligence, hostility and refusal to refund my money. A refund is the only fair resolution.

Regards,

******* *******
Business Response
Date: 12/09/2024
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 are looking at your order it looks like you got the delivery of Power Recliner Bellini on 08-13-2024 and made the first complaint on 11-06-2024. The store sent the technician out for service and set up an exchange on your recliner. We will take an additional 15% off after the successful exchange.
      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: 12/17/2024
[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:12/02/2024
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.
I purchased a living room suit with the chair included in the price of ********. When the set was delivered they did not include the chair. When I called to let them know that the chair was not included they stated that the chair was not included in the price. Which it was. I want the chair that was included
Business Response
Date: 12/05/2024
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 are looking at your order, it looks like you select the 9sku items from the store. A swivel chair wasnt included in this price. If you want, you can add the swivel chair to your order.
      If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************
Customer Answer
Date: 12/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22625744

I am rejecting this response because: The sales *** specifically stated that the chair was included in the total price as displayed. And I purchased the entire set based off of what was displayed and what she told me that I paid for. ********* ( the sales *** stated to my daughter and I that the chair was included. This is false advertising. I want the store to honor was sold.

Regards,

****** ******
Business Response
Date: 12/11/2024
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 contacted the store, and they confirmed that the chair wasnt included in that price. Please reach out to your salesperson for more details.
            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:12/01/2024
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.
On November 22, 2024, I purchased a DUAL PWR L SOFA-***** ***** ****** including Delivery Fee- Total cost $1,589.98), from Value City Furniture, **************************************************, *********, **. The couch should've been delivered on 11/29/2024 (Invoice # **-**3999-00) - (Shipping Invoice# ***-254131). It was ****** time of purchase, I was told explicitly from salesfloor associate (***** **********) that the couch was in stock and would be delivered on 11/29/2024. Family members were with me and also asked confirmation date for the delivery, each time we were explicitly told the delivery date was 11/29/2024. Wednesday, 11/27/2024, I received a phone call from customer care *************) to confirm delivery information. On 11/29/224 I waited all morning for the delivery, when it did not arrive by noon, I called the listed Delivery Store *************) on my receipt and was told the couch would not be delivered until March 2025 and to call the Purchasing store with questions/concerns.I called the Purchasing store ************* ************** and explained what I had just found out from the Delivery Store. I was again told the couch would not be delivered until March, 2025. I asked what happened and received No reply. I was told I would receive a refund, she said paperwork would be submitted to Corporate Monday, Dec 2, 2024, and it will take 3-weeks before I would receive my refund. I requested my situation be escalated to Corporate, and was told it would only be escalated after the 3-weeks if I don't receive my refund. An exception needs to be made to this 3-week waiting period, My check cleared the next day of purchase, I've lost $1,589.98, because of the failure on behalf of Value City Furniture deceptive sales practices, misleading customer service, and failure to contact me directly that the scheduled Delivery date would not be met. I want my situation escalated to Corporate, and a check for $1,589.98 mailed to me by Dec 10, 2024.
Business Response
Date: 12/04/2024
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 have confirmed that a refund check was approved and processed on 12/2/24. A refund check will go out in the mail on 12/5/24. Please allow normal processing business time frames which are 7-10 business days to receive your refund check.

Thank you
*********
Resolution Supervisor
************
Customer Answer
Date: 12/05/2024
[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:11/29/2024
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.
I placed an order for the Hero sofa on 10:30/24 with a scheduled delivery date of 11/09. Received a confirmation message on 11/08 stating furniture would be delivered. Too a day off work prior to delivery. Got a call furniture is delayed until 11/14. Received confirmation text that it would be delivered on 11/13 and got a call later that day that its delayed. Rescheduled again to 11/30. Received confirmation text again on 11/27. On 11/29 received a call that its now delayed until 12/27. How many days off work do I need to take? Its the 21st century. We can live track cars now. Your treatment of your customers is abysmal
Business Response
Date: 12/01/2024
Dear ****** Panocha

Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. After reviewing your invoice on 65-638697

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. Currently you are scheduled for delivery on 12/28/24.

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

Customer Answer
Date: 12/02/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22619041

I am rejecting this response because I need contact from the business. I need to understand how you schedule a date, send confirmations less than 24hrs prior to delivery and then cancel just prior to delivery. You require an adult to be present during delivery. Are you not aware that people work and have to take days off work to be present in the home? Who do you think should compensate me for a lost days of work because YOU REQUIRE an adult to be present. What kind of a business are you. Currently it appears I ordered an imaginary couch because it was supposed to be available on 11/9 then 11/14 and then 11/27. What is the manufacturers stance on this. Clearly this is coming via sea so is the couch on the container yet? It is the 21st century, communication with the manufacturer should be readily available because emails and phones exist. Where is my couch?

Regards,

****** Panocha
Initial Complaint
Date:11/29/2024
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 recliner chair from value city on August 7. I received the chair on August 26. I work a lot so I didnt notice the chair had a defect for about 2weeks, when I went to sit in the chair, I realized that the back cushion that supports your waist to your head, Was dented in on one side. It was pushed in on one side like it had not been stuffed enough so it was con caved. It looks bad and feels weird. I immediately contact value city as this was a brand new chair. They said they were going to send someone out to look at it instead of just replacing it, so then I had to wait for them to schedule to send someone out, they finally sent someone out who looked at the chair, and grabbed the extra fabric and said that he was going to let them know without telling me much of anything. Days go by I dont hear anything from value city so I called and they tell me oh theyre going to order stuffing and then hes going to come back and refill it. I said OK thinking that it wont take very long, while weeks go by I dont hear from them. I called back and Im told that they just ordered the stuffing like a day or two before I called and then now its gonna take 4 to 6 weeks for the part to get here. It is now November 28 and I just got off the phone with them and again Im told that the stuffing is not here. Im really upset as I ordered this chair for hosting the holidays with my family and I cant really enjoy it or use it. Value cities, customer service has not cared at all about how I feel. They have not offered me a discount or any other options. They never even said sorry for the inconvenience of our defective product. It is wrong for a chair that I ordered in August, it is now December And I am still waiting. Also, they never contact me. I have to constantly call them to ask whats going on, at this point I wouldve just preferred a refund and I couldve gotten another chair from somewhere else to have during the holidays. Its a shame they dont value customers.
Business Response
Date: 12/05/2024
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 reviewing your order on invoice 851-739973, we were able to see that parts were ordered in October. Parts can take up to 4-16 weeks before receiving them. Once we receive the parts for any customer, they are contacted. Our notes do indicate that we have not receive the parts. We can offer you an Even Exchange on THE **** PWR RECLINER or you can return the order for a refund. If you would like to exchange THE **** PWR RECLINER the earliest pickup date would 2/14/25. This item is currently on backorder. Please respond back to this email and let me know how you wish to proceed.
Thank you
Resolution Supervisor
*********
************

Customer Answer
Date: 12/05/2024
The recliner just needs stuffing not parts and when I talked to customer service they told me it was not ordered until some weeks after the tech came. Why would I wait 4 months for stuffing? It doesnt make sense and they never called me and advised me of anything this whole time I keep calling them! They offer me a replacement for February when the stuffing would be here by then. Im upset as they have not communicated well and ignored my concerns. I want whichever comes sooner whether the stuffing or the back ordered recliner but I feel with this inconvenience on a new recliner I bought in august I deserve a credit and that is what I am requesting as well. These time frames are unacceptable.
Customer Answer
Date: 12/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22618618

I am rejecting this response because: These time frames are unacceptable for stuffing. Yo get a new chair I have to wait until February, by then the stuffing should have arrived. This is not right for a new recliner I bought in august! I have had no communication with out calling the business numerous times. I deserve a credit for all of this inconvenience and ignoring my concerns. Im requesting that in addition to fixing it.

Regards,

**** ********
Business Response
Date: 12/08/2024
Dear **** ********

Thank you for your feedback. Please understand that there may be limitations to what we can do in this situation. We realize this isnt what you wanted to hear, but we may have options for you.

1) As we already advised you "Parts can take anywhere from 4-16 weeks. If the parts do not arrive by the 16th week, you can return the item and reselect to something else and receive 10% off the new purchase.
2) A refund can be processed if you decide to return the chair due waiting period for parts or a replacement.
These are our final two options, we appreciate your patience as we work on this resolution.

Thank you
*********
Resolution Supervisor
Customer Care
************

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. I really like this chair and hope I wont have to return it so we will see. I still feel they should have offered a discount with all this inconvenience limited use Ive had of a new product. But they did not care about how it affected me. Therefore I will never shop at value city furniture again, thank you BBB.

Regards,

**** ********
Initial Complaint
Date:11/29/2024
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.
10/2024 Purchased a **************** XL twin mattress within 1 week after sleeping on it I was unable to walk I was sore in all my joints thighs knees side and back I went to the Value city store in **************** and spoke to a woman at the front desk that had red hair in a Mohawk she stated that it was too soon to return the mattress back and i needed to sleep on it for one month and by November someone would reach out and come visit to inspect the mattress I was unable to sleep in the bed with my husband and when i did sleep on the ******* and ****** mattress again i was unable to get out of bed to walk i was having the same joint pain all over my body i then slept in the other bedroom and within one day my body felt fine . so back to the Sterans and ****** mattress again i woke up with muscle aches unable to walk ,to this day 11/29/2024 no one has come This afternoon i called the repair department the same lady that made the promise to me answered all i asked her was what happed to the man coming over she stated that she forgot then i said I'm going to have to report this to the Better business bureau she then said ok its out of my hands now and hung up.
Business Response
Date: 12/01/2024
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, 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: 12/06/2024
On 12/6/2024 I SPOKE WITH A supervisor by the name of joy which informed me that i was unable to receive a refund for my mattress and someone will come out to inspect the mattress
she also said that it looks as if I'm the problem and not the mattress and therefore I'm not granted a recourse so she will send someone out to look at the mattress

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American Signature Inc. is NOT a BBB Accredited Business.