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:11/11/2024
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 9/8/2024 I purchased a sofa from value city furniture in **********. I was told it would be delivered on 11/7/2024. On the night before expected delivery I called to find out what time the delivery was slotted. I was told that the distribution center in ******* had been closed and my delivery should be coming out of the *********************** but they could not locate the order or tell me if it was ever received (special order). Today 11/11/24 I received a call to be told that the new center is a total mess. The manger was out on vacation and no one could provide an update. Right now I am under the impression that no one knows where or when my sofa will turn up. This is totally unacceptable! We are 2 weeks out from the start of the holiday season. I have been more than patient and want my sofa and some sort of compensation (ie Delivery Cost??) for this total lack of management and customer service!
Business Response
Date: 11/15/2024
Dear ****** Girolamo
We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
After careful review, We see that you spoke with your local store on 11/14/24 and you were advised your new delivery set for 11/19/24. Due to the inconvience we can offer you $132.50 back to your Synchrony account. Please allow 3-5 days for processing.

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

Customer Answer
Date: 11/15/2024
I will be satisfied if the sofa is delivered on ***** and want to keep this complaint open until then. If it is delivered on ***** I will close the complaint at that time. Thanks
Customer Answer
Date: 11/20/2024
I did receive my sofa yesterday! Thanks! I have not seen the promised credit on my bill yet and would like to see that before closing the complaint (********)
Business Response
Date: 11/21/2024
Hello,
I do not see where a response was submitted by the customer. Is there anything else we need to do?
Thank you
*********
Business Response
Date: 11/23/2024
Dear ****** ********,
Thank you for your feedback.
Our records shows on 11/15/24 a refund was credited back to your Synchrony account for $132.50.
On 11/19/24 The Pembroke Sofa was successfully delivered.
Refunds are processed within 3-5 business days , as previously advised. You would need to reach out to Synchrony directly to see when or why your credit has not posted.
Please contact Synchrony customer service at ************** for additional information.
Thank you
Resolution Supervisor
*********
Customer Answer
Date: 12/01/2024
[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:11/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a desk from best furniture outlet, when purchasing I asked if putting it in my basement would be an issue and was told no. When the delivery people came they where entirely unprepared to move such a large object. I had imaged at minimum they would have brought lifting straps and removed the desk from the box to move it. Instead they attempted to move it in the box which very barely fit down my stairs. In the process they damaged the drywall down the entire length of my stairs, the ceiling of my basement the drywall on my basement landing, and the drywall entering my basement. When they got the desk to the bottom they got it stuck, could not move it back up the stairs and ended up putting a hole in my wall to get it into the basement I was assured that this would be no issue and their insurance would cover it. Their insurance did contact me and offered 350 to repair the damage, however being how extensive the damage was and the need to repaint such large sections of wall, I did not believe that to be sufficient. I was told they would call me back soon with information. I never received an update on this, every time I call the store I'm told a manager is needed and they will call me back, then I receive no call back. When I call their insurance I'm told they are waiting on the store. I just want my walls fixed.
Business Response
Date: 11/08/2024
Dear *******,

We sincerely apologize for the experience youve had with our company, and we are committed to resolving your concerns promptly and thoroughly.

Upon reviewing our records,weve noted a discrepancy between the damage reported to the insurance company and the initial damage claim filed at the store location. As a result, the insurance adjuster will need to reach out to the store for further clarification.

We understand that this may cause an additional delay, and we appreciate your patience as we work to address your case as quickly as possible.

Thank you again for your understanding. Should you have any further questions or concerns, please dont hesitate to contact our *********************** team at ************.

Sincerely,

****** P
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 11/15/2024
[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. The business itself has lost a costumer, I will not shop there again. Its ridiculous that after damaging someones house the entire stores is going to play dumb and ignore calls trying to find a resolution.
Regards,

******* *******
Initial Complaint
Date:11/07/2024
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.
I purchased several items including a sofa set a little over a year ago April 2023. About 4/5 months of having the sofa I noticed you can feel the wood through the sofa. I contacted VCF immediately and they scheduled someone to come out- repeated this process 5 times as they kept cancelling the schedule appt. After almost a year, they sent someone out and there was nothing he could do. He reported back and someone was supposed to contact me again. Nothing! I called back recently checking on the status and the only words they say is there is nothing we can do for you?! A 3k sofa thats horribly made and sold that feels like youre sitting on wood with flat seats, they had NO care in the world. Aside from this, the sofa is discontinued due to this issue. ******** customer service and quick to just brush you off with no help.
Business Response
Date: 11/11/2024
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 frustration the issues you are experiencing are not covered.
Please see the following:
The invoice was delivered on 3/15/23.
We received a call from you on 10/8/24, about the cushion resiliency, this is not covered by the manufacturer's warranty. We scheduled a service for 1/13/24, but this service was missed.
On 3/22/24 we set service. Service was canceled.
On 5/7/24 you called in about the service and at this time the store let you know that cushion resiliency, is not covered by the manufacturer's warranty. We set the service as a courtesy.
On 11/6/24 you called the store and they let you know that cushion resiliency, is not covered by the manufacturer's warranty. We set the service as a courtesy.
On 11/7/24 you called ************* and we let you know that cushion resiliency, is not covered by the manufacturer's warranty. The store called you back and advised you to file a claim through the extended warranty.
You filed a claim with the extended warranty Uniters/Pure Promise, claim #C3089061. Per Uniters, this claim is on hold.
You called the store back and stated, the claim was denied. Uniters do not cover cushion resiliency. Please see the attached Uniters information.
Cushion resiliency is not covered by the Manufacturer's Warranty or the extended warranty, *******. This is a Wear and Tear issue.
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: 11/22/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22526786

I am rejecting this response because this was never discussed prior to the change in staff. The guy that was in charge of repairs in the ******* store kept missing or cancelling my appt. After calling back, I still was never told it wasnt covered until this month. Just no response so I kept calling. The technician that came out told me it was no cushion in the couch- cut a hole in the bottom and pulled out foam. He said this will take time to fix and the guy will give me a call with next steps. I have no kids and no visitors, he clearly stated this is the reason the sofa is discontinued due to the same issue. A known issue with this sofa. This is NOT wear and tear. The sofa is barely used and should be fixed or replaced. There is no reason or excuse for this. Again, NONE of this was ever communicated now it seems as if all the appointments were as a curtesy and not for a repair. Shouldnt I know this before a few weeks ago? This is not fair. Communication should start from the beginning now moving along the way making me believe my sofa will be fixed. Also, the new repair agent was very rude like I told a lie. I was told all this and now we are here.

Regards,

*********************
Business Response
Date: 11/23/2024
Dear Ms. ************** apologize for any miscommunication, again, the issues you are experiencing are not covered.
Please see the following:
The invoice was delivered on 3/15/23.
We received a call from you on 10/8/24, about the cushion resiliency, the manufacturer's warranty does not cover this. We scheduled a service for 1/13/24, but this service was missed.
On 3/22/24 we set service. Service was canceled.
On 5/7/24, you called about the service, and at that time, the store let you know that cushion resiliency is not covered by the manufacturer's warranty. We set the service as a courtesy.
On 11/6/24 you called the store and they let you know that cushion resiliency, is not covered by the manufacturer's warranty. We set the service as a courtesy.
On 11/7/24 you called ************* and we let you know that cushion resiliency, is not covered by the manufacturer's warranty. The store called you back and advised you to file a claim through the extended warranty.
You filed a claim with the extended warranty Uniters/Pure Promise, claim #C3089061. Per Uniters, this claim is on hold.
You called the store back and stated, the claim was denied. Uniters do not cover cushion resiliency. Please see the attached Uniters information.
Cushion resiliency is not covered by the Manufacturer's Warranty or the extended warranty, *******. This is a Wear and Tear issue.
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: 11/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22526786

I am rejecting this response because this is all the same message. There was no response to my actual concerns. It easy to say denied denied denied and apologize for miscommunication but how do you meet me half way with YOUR STAFF not communicating any of this to me in the beginning? Furthermore, I only called the warranty because your staff told me too- there was no claim because I was told this is on the store since it was within a year. Your staff told me to let them know I just noticed it and not prior to the year so they will allow the claim.

Regards,

*********************
Initial Complaint
Date:11/07/2024
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 ordered a sofa on August 30, and I understood that since it was a special order, it would take some time. However, since then, my delivery has been canceled multiple times. Each time Im told it will be delivered, I have to take off work, and now I'm losing income because of these repeated delays. I was initially told it would arrive on October 22, then it was pushed to November 7, and now to November 17! This has gone on long enough. If I had picked it up myself, I would have it by now! Enough is enough! I paid for delivery, and if I had known that it was going to be continuously delayed, I wouldve saved my money!!!! At this point, I want to be properly compensated for my time loss at work and for the continuous delays. This business doesnt even communicate with me when my item is delayed or not being delivered! Imagine having to sit at home waiting and not receiving anything and having to call each time only to be told that its not being delivered!
Business Response
Date: 11/08/2024
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 one of Our Resolution Supervisors on 11/7/24 and you were offered a refund once you had a successful delivery.
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: 11/22/2024
Hi! The sofa was finally delivered, but they damaged my front door. I spoke to a customer *** on November 12 and she sent me an email requesting that I sent photos. I sent those photos and I have not heard from her since, I have sent follow-up emails and have not received a response.
Business Response
Date: 11/25/2024
Dear Ms. ******************* we understand your frustrations,you signed a wavier to have the invoice delivered, the delivery team let you know the delivery would be a tight fit and you signed a waiver that if the home was damaged during the delivery VCF, CTS,or the delivery company wouldnt be responsible for any damages during the delivery once the waiver was signed. Please see the attached waiver.
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: 11/30/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22526311

I am rejecting this response because it is completely incorrect!!! I was informed that it would be a tight fit to take the sofa upstairs *after* the sofa was already inside my home. I explained this to a customer ***resentative immediately after it happened.

I fully understand what I signedI signed the waiver acknowledging the risk of taking the sofa UPSTAIRS. When the delivery crew arrived, they informed me that they didnt think the sofa would fit up the stairs, but this was only after the sofa had already been brought inside my house. At no point was I told that the sofa couldnt fit through the door, and in fact, I watched them bring it through the front door without any issues.

I am more than willing to speak directly with the delivery team who brought the sofa into my home (The same delivery team who pressured me into give them a tip after they delivered the sofa). I know what I signed, and thats why Im not asking this business to compensate me for the damages to my wall that occurred while attempting to take the sofa upstairs. The timeline is clear: the sofa entered my home easily, and I signed the waiver AFTER being told about the tight fit for the stairs. Ive attached a picture showing where they encountered difficulties.
In addition, the fact that you are not concerned that a customer service *** would ignore a customer after they have sent multiple email is also deeply concerning. All my sofas have been from Value City ( including the Mackenzie sofa I currently own), and have never had any issues with this business until now!!!

Regards,

**** *********
Initial Complaint
Date:11/07/2024
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 Oct 24 I came into the store to purchase a nightstand for my bedroom set. The receipt and the salesperson advised me it would arrive on 11/7. Today 11/7 I call to see if I can pick up the item. I am put on hold for them to check in back since the new system is difficult to navigate. The customer service manager comes back to notify me it will not be in until 11/21. I feel this is unacceptable. I wasn't alerted to the delay in processing. I go to vcf tracking portal to find out it indeed isn't expected until 11/21. I even called around to other locations to see if it was mistakenly dropped at a different store.
Business Response
Date: 11/08/2024
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.
In our research, we could not find an invoice under the name or phone number you provided. Please respond with more information so that we may adequately address your concerns.
We would need at least one of the following:
The invoice number of the affected order
The phone number that is on the order
Please email this to:
***********************************************************************************************************************************************************
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: 11/15/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22525939

I am rejecting this response because: supervisor *** has asked me to send in more information so she can locate the invoice. I will send in a pic of the receipt as it has all details needed to pull the account.
Invoice ************ : customer ID *************** : Customer ***** ***** : phone ************
Regards,

***** *****

---------- Forwarded message ---------
From: ***** ***** <**********************************>
Date: Fri, Nov 15, 2024 at 6:48?PM
Subject: BBB complaint ID ********
To: ********************************************************************************************** <**********************************************************************************************>
Cc: ******************************************************** <********************************************************>

Hello,
Per the message received todag from Joy. I am sending you a picture with more details so your team can review the information. I have attached a picture of my receipt with details that would allow you to review my incident.

The phone number included in the complaint is that of my fiance. She handles the home and will be available before I am.
Her contact information is ******* ************.
My cell is ************.

Thanks,
*****

Business Response
Date: 11/20/2024
Dear Mr. ************ apologize for your experience with our company and want to make our very best effort to resolve your complaint.
We see that the piece is being delivered on 11/21/24, we apologize for the delays.
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: 11/23/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22525939

I am rejecting this response because: I received the item a month later and the usb charging port isnt functioning properly.

Regards,

***** *****
Business Response
Date: 11/25/2024
Dear Mr. ************ apologize for your experience with our company and want to make our very best effort to resolve your complaint.
You are set for service; we will look at the nightstand and proceed from there. You will be called with the service date and time.
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: 11/25/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22525939

I am rejecting this response because: I have not received a call for service and I do not want to close the ticket as VCF has a bad record of delaying or ignoring issues.

Regards,

***** *****
Customer Answer
Date: 12/19/2024
As of yet no one has called
Business Response
Date: 12/23/2024
Dear Mr. ************ apologize for the delays; we are working with the store on your service. You are set for service; we will look at the nightstand and proceed from there. You will be called with the service date and time.
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:11/06/2024
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.
I purchased the ******* table 4 chairs and a bench on September 15, 2024 for $1123.43 and was told the delivery date would be October 19th. I received a phone call before this date and they stated the bench was delayed. They said they could deliver the table and the bench at a later date but I would have to pay an additional delivery fee so I said no. The new delivery date was October 25th. I received another call about a week later once again changing the delivery date to November 1st. A week passed and I received another call changing it to November 5th. At this point I was frustrated considering the date has been pushed 3 times. Finally the table gets delivered on November 5th and for the most part seemed fine. On November 6th I sit on the bench for the second time ever and it snaps right out underneath me. Luckily I wasn't hurt and my 1 year old wasn't underneath it! I called the *************** I purchased it from and they transferred me to the Plainfield store since "that's where the table was delivered from". I spoke with a manager named ********, explained the situation stating I wanted a refund, and he said he would contact the ********* store manager once they were out of their meeting since he couldn't process a refund for a different store. I get a call 4 hours later from greenwoods manager ***** and he told me I could either get a new bench or pay a 15% restocking fee to return it. I don't want to keep a table that is unsafe considering how easily it broke. ***** would not do anything to try and resolve this and told me corporate would also do nothing for me. I just want all the money I spent back including delivery that was delayed multiple times and this table gone!
Business Response
Date: 11/07/2024
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 have set up a pickup for you on 11/15/24, once we pick the piece up we will issue a full refund.
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: 11/15/2024
[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:11/05/2024
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 couch and loveseat on May 22, 2024 to be delivered on May 25, 2024. At the time of purchase, I was not informed that the loveseat was on backorder until May 25, 2024. Value City Furniture separated my invoice to include only the loveseat. The invoice is dated August 3, 2024, with a delivery date of November 6, 2024. I was charged another delivery fee and extended warranty called **** *******, even though these costs are on the original invoice dated May 22, 2024. On November 5, 2023, I received a phone call that my loveseat would not be delivered until November 20 ,2024, due to a bent frame at the bottom of the loveseat. The warehouse caller claims that was the best date available. At this point, its been 6 months since I purchased my furniture and making payments on them. Unfortunately, its too late to return the sofa. I am seeking reimbursement of all costs associated with the purchase of the loveseat due to Value City Furniture's deceptive sales tactics and an unrealistic return policy on furniture that has never been delivered. Additionally, i am seeking recovery of costs paid for the loveseat from time to purchase ot date of delivery. Lastly, I am requesting an earlier delivery date.
Business Response
Date: 11/06/2024
Dear ******,

We sincerely apologize for
the experience you've had with our company, and we truly appreciate the
opportunity to address your concerns.

At this time, the estimated
delivery date for your loveseat is scheduled for November 19, 2024. Please note
that this date is subject to change due to factors such as manufacturer
availability and transportation logistics. November 19 is the earliest delivery
window currently available.

We completely understand the
frustration these delays may have caused, and we want to assure you that we are
committed to keeping you fully informed with any updates or changes regarding
your delivery. Our goal is to provide you with accurate, timely communication
throughout this process.

As previously communicated,
we will issue a full refund of your $219.99 delivery fee once the item has been
fully delivered.

If you prefer not to wait for
the loveseat, you are welcome to cancel the order for a full refund of the
purchase price, taxes, and any additional items such as the extended warranty
and delivery fees.

We apologize again for any
inconvenience this situation may have caused. If you have any further questions
or need additional assistance, please don't hesitate to reach out to our
Customer Care team at ###-###-####.

Sincerely,

****** *
**********
Customer Answer
Date: 11/06/2024
I am rejecting this response because: due to several delays and fraudulent information received about the delay - lastly being told the trucks are full and my delivery was switched from store to store, and SIGNIFICANT 6 month delay VCF needs to make an exception and deliver prior to 11/19/2024
Regards,

****** *******
Initial Complaint
Date:11/05/2024
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.
02/03/2022 Purchased Nest Sectional Couch from Value City Furniture at store #*** **** **** ***** ***** *********** ** ***** for the amount $1928. Delivered 04/05/2022 to my address. Within months the pieces that we unwrapped and used had seat cushions and pillows splitting at the seams after minimal use, as the couch was not even in the living room for a year and half was still wrapped in delivery plastic for that time. Made a warranty claim via telephone 01/23/2023 for new seat fabric covers due to the splitting, and the business ordered 3 covers at no cost to me and I picked them up from the same purchase location. There was an additional phone call for another seat cover replacement as well around this time. At that time, the rest of the couch was unwrapped and started to be used regularly, and more splitting of seams was occurring. Now out of the 1 year warranty period, I submitted two web support forms via the Value City Furniture website that directed to ******************************* where I detailed the quality concerns I had as well as referencing numerous online complaints on their site and sister site for American Signature Furniture in which the company responses state that a "production issue" has been remedied and that future orders will not have problems, which does not seem to be the case if you research recent purchaser's complaints, and the Nest is still for sale. I simply asked them what remedies they could provide, and the responses following my 04/27/2024 submission were as follows. 04/27/2024 automated acknowledgement of web form, 04/29/2024 Indicated info being sent to our team that handles the issues with the nest", 06/13/2024 I request an update via email, 06/13/2024 response that customer care team will be following up with an update, 07/17/2024 I request an update again as no update has ever been given, as of 11/05/2024, still no response to last email or any update from the "team that handles the issues with the nest".
Business Response
Date: 11/11/2024
Dear Mr. ********,
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 can offer you an exchange for
the new Nest fabric or you can re-select to a new piece. You can look online at: *******************************************************************************************************************************************/***************
Or go into your local store and get the
process started.
We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at ###-###-####.
Sincerely,
***
********** **********
American Signature Inc.
###-###-####
Customer Answer
Date: 11/21/2024
I accept the business's response to resolve this complaint. The business has made accommodations for me to fix the fabric issue or select a new piece as indicated by the Customer Care Team as noted in their response and verified on the phone. I appreciate that despite the production issues causing my complaint and despite needing to get BBB involved to get a response, the resolution is good, so certainly the customer service is satisfactory.

Regards,

****** ********
Initial Complaint
Date:11/02/2024
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.
On 09/02/2024, I bought a reclining living room set for $1,960.97, shipping included. I tested the furniture in the showroom and found it comfortable, which led to my purchase. However, the delivered furniture was extremely uncomfortable, lacking support, causing one to sink into it. The sofa and recliner were both unsatisfactory. After reporting this, I was informed that I could return the items with a 15% restocking fee, which I reluctantly accepted. Yet, upon refund, they deducted the delivery fee and charged for pickup. This seems unfair as it feels like a bait-and-switch tactic. I lost $486.80, including a $269.97 restocking fee, for furniture that didn't match the showroom's quality. I believe I should be refunded the delivery costs and the restocking fee, as the quality discrepancy was significant.
Business Response
Date: 11/09/2024
Dear ******** *******,
We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
We have listed our Refund & Exchange Policy below.
*A refund or exchange may be requested at any time prior to your receipt of the merchandise
* 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.
*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.
Your invoice total was for $1960.97. A restocking fee of $229.25 was deducted per our policy and the delivery fee and taxes. You were not recharged for another delivery fee.

We will not be able to honor request for a refund at this time.
Thank you
*********
Resolution Supervisor
Customer Answer
Date: 11/15/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22504988

I am rejecting this response because I expected the same quality of furniture that I sat on in the showroom. What was sent to me was terrible. I sit on it and my rear end sinks. There was very little support in the rear of the seat cushion.
You end up sitting at a angle, knees high rear end very low. I don't understand why I end up losing money because they sent cheap furniture instead of what I sat on in the showroom. This is very unfair, and to me it's
very deceitful . The sofa was bad and the recliner was worse.

Regards,

******** *******
Business Response
Date: 11/20/2024
Dear ******** Parrish

We realize this is frustrating for you, and I'd like to explain. Our company policy states that if you are dissatisfied for any reason, you may return the order less delivery fees and a 15% restocking fee will be applied.

You contacted us on 10/15/24 to request a return due to your own comfort preference. Your order was not defection. Unfortunatley, we cannot honor your request to remove the fees.

Thank you
Resolution Supervisor
Dominique
Initial Complaint
Date:11/01/2024
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 led crystal fireplace from value city in ***** along with my pure promise , in March of 2024 mh fire place needed to be replaced due to a ********** was advised it was an electrical issue , the manager ********* has harassed me for months and months now , every time corporate with set me up with service store manager would cancel my service , I was previously told by corporate supervisor that I can use my 1 year manufacture warranty after service comes out to the house , Ive been getting the run around , theyve canceled my pure promise , they wont replace my fire place , when service came out to my house ***** advised me I have a witness that was present at my house when they arrived and he stated it was nothing that I did to the fire place and the discoloration is abnormal , I let ***** know when it was replaced in March of ****************************************************************************************** March of 2024 I got my replacement from the new Baltimore store not Utica so I dont have to deal with being harassed . I ask customer service **********************. Why is beautiful store getting involved again when I got my replacement from ************* her response was I dont know. Spoke to a ****** and a *** , *** started yelling at me like I was her child,I hung up on her , then ******** **** calls me and advised me to reach out to the manufacturer myself .when I got home I tried to do so but this manufacturers located in ***** and theyve refused to give me my invoice and sent me a blank invoice to my email . Id like my fire place replaced as promised or my money back . Please I was advised to call the 888# and ask to speak to legal but theyve refused me from speaking to the legal team. Oh, my calls are monitored and recorded and can be pulled and listened to they are not being honest and fair. I was told that something was spilt on it so its not covered, nothing been spilled I got witnesses that was here when ***** came over on October 28.
Business Response
Date: 11/04/2024
Dear Ms. ************* do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve your complaint.
While we understand your frustrations, this piece is not under warranty. Please see the breakdown below:
You purchased the original 47.4"LED FRPLE-*******, in July 2022.
You filed a *******/Pure Promise (extended warranty) claim, and you were approved for a full replacement.
You picked up the replacement on 6/1/2023.
You did not re-purchase the extended warranty-Uniters/Pure Promise on the new 47.4"LED FRPLE-*******. You only had the 1-year warranty.
You called in on 2/20/24 and needed service, we do not service electrical pieces and we were going to set up an exchange, the piece was picked up, and for us to deliver the exchange the delivery fee needed to be paid and you refused. The exchange was then canceled.
You called in on 10/5/24 needing help filling a claim through the extended warranty, you did not purchase the extended warranty.
We did a courtesy service and per our certified technician, the mirror is discolored on the bottom by the firebox, and he did not see any manufacturing defects, looks like something was spilled on the piece.
The damage is not a manufacturing defect and therefore not covered.
We sent you your receipt on 10/31/24 and I resent this to you today, 11/4/24.
Our **************** does not take customer calls, you would need to talk to our Resolution Team.
This invoice cannot be refunded or exchanged.
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: 11/05/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22500144

I am rejecting this response because: the above information is not correct , the fire place was exchanged in March and I have evidence to prove it , they have cameras in the back you can see me getting the replacement in March 2024 , I never refused to pay for a delivery hence my fireplace was a pickup I never had it delivered , I was never told I need to repay for a pure promise in March of 2024 , I was recently told by a supervisor I can use my one year manufacture warranty then refused , I have never ever went off without paying I have a withness that helped me pick up my replacement in March of ***************************************************************************

Regards,

***** ******
Customer Answer
Date: 11/05/2024
I have proof I picked my replacement up at 2:05 March 6 th 2024
Business Response
Date: 11/05/2024
Dear Ms. **************** we understand your frustrations, this piece is not under warranty. Please see the breakdown below:
We did a service and per our certified technician, the mirror is discolored on the bottom by the firebox, and he did not see any manufacturing defects, looks like something was spilled on the piece.
The damage is not a manufacturing defect and therefore not covered.
This invoice cannot be refunded or exchanged.
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: 11/07/2024

---------- Forwarded message ---------
From: ***** ****** <*********************************>
Date: Tue, Nov 5, 2024 at 2:09 AM
Subject: Re: 22500144
To: Dispute Resolution <**********************************************************************************************>

Also I have proof my friend **** ******* was present at my house with the Technician ***** came out and stated that it was nothing that I did to the fire place , i was told by the guy at ************* store when it was replaced in March that those brown spots are electrical and its not safe to use and I should not use it . I am willing to let you speak to **** ******* that was here when service came out just recent in October and stated its nothing I did , I have no little kids in my home I and my 11 year old daughter didnt spill anything on our fire place .

On Tue, Nov 5, 2024 at 2:03 AM ***** ****** <*********************************> wrote:
Can I please add this to my response , they are not being honest I picked up my replacement in March 6 th 2024 at 2:05 pm , I got proof heres pictures to prove this .

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American Signature Inc. is NOT a BBB Accredited Business.