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

898 total complaints in the last 3 years.
293 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:09/30/2024
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 bought a couch in 2022. Six months after I was complaining of the fabric falling apart. In July kept calling the store's customer service and I was told that I could get a replacement. I wanted the same color as the one I had but they told me my only option was to take the cream color. Also I feel like the couch is smaller than the original. I have been complaining that a white couch is not a replacement. They told me if I wanted a different color I had to pay $2000. I took it because the other option was to keep the ripped up couch. I have two toddlers and no one in their right mind would have a white couch with toddlers. I have been trying to get this resolved but i haven't got any help from the store. I paid $3900 for the couch and its not fair to not get what I want. I just want the same couch I purchased in the begining.
Business Response
Date: 10/06/2024
Dear Mrs. *************** 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 indicate that you contacted the corporate office and spoke with a supervisor regarding your complaint on 8/9/24. At that time the corporate supervisor explained to you there were 3 options available. These options are listed below.
1)KEEP CHARCOAL SOFA AS-IS FOR 20% BACK ($594.96)
2)REPLACE WITH CREAM NEST SOFA FOR NO ADDED COST
3)RESELECT TO ANOTHER ITEM, CUSTOMER IS LIABLE FOR THE PRICE DIFFERENCE.
On 8/15/24 we delivered the Nest Creme sectional which was option number 2 that you chose. Your complaint was resolved when you chose option 2.

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

Customer Answer
Date: 10/08/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22359645

I am rejecting this response because: A cream couch is not a full replacement for the couch. I couldn't keep the old couch because the fabric completly fell apart. When I tried to
find a different couch they wanted $1000 more. I paid about $4000 for that couch I should be able to get a replacement of my choice at no cost. I just wanted a darker color like my original couch. I was forced to take the cream because i had no other option. That is not fair to me as a customer. I have two toddlers that i cannot allow on the couch because of the color. Also my living room is decorated to match the original couch.
Regards,

***** ******
Initial Complaint
Date:09/28/2024
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 sofa and loveseat on 11/4/2023. I began to have problems with the sofas electric recliner in August. I contacted value city via chat and they scheduled a technician on a Saturday in 2 weeks from the call to come out and look at the couch. They gave us a window of 10 to 6 and no one showed up or called that day. Had to call the local office to reschedule and they were difficult to get a hold of finally got a hold of somebody and they said that they had automatically schedule us for a day i did not choose but I made that day work, but then they canceled this as well. A technician finally came out onSeptember 17th and was there for about 15 minutes stated that they probably could not even order a part for the couch and would get back with us. We have still yet today September 29 annd have not heard any updates. I am now stuck with a couch that does not work that is less than one year-old. This has been an issue for almost 2 months without resolution. Coincidentally we had purchased some furniture for my father and are having the same issue with a broken electric recliner as well as poor service response. Really debated on buying from VCF and actually was going to choose a set from a different competitor, but trusted that I would have a good product by the sales ****
Business Response
Date: 10/04/2024
Dear ***** ******

Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. After reviewing your invoice on 180-28458, I do see a replacement was ordered in for the ** L SOFAW/TBL. Currently your order is set for delivery on 1/7/25. We are monitoring your order to see if the order can be delivered sooner. If we can received the order sooner, we will contact you.

Best Regards
Resolution Supervisor
*********
************
Customer Answer
Date: 10/04/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint

Complaint: 22353345

I am rejecting this response because: Loss of use of couch for over 2 months already with having to wait on an additional 4 months with an inoperable couch. Less than 1 year old. Very poor quality and response. Request refund or compensation for inability to use the couch.

Regards,

***** ******
Business Response
Date: 10/15/2024
Dear ***** ******,
Thank you so much for your feedback. We are sorry for any frustration this has caused you. We need some more time to review and respond to your complaint.

Thank you
*********
Resolution Supervisor
Business Response
Date: 10/25/2024
Dear ***** ******
Thank you so much for bringing this matter to our attention. After reviewing the history on your invoice 180-28458. A warranty claim was filed on your behalf. A replacement was ordered for you and currently you are waitiing for the H&M-PALER SOFA to be shipped to you. This is a warranty claim, we would not offer compensation for the replacement. Currently, you are scheduled for 12/25/24. If this date should change, you will be notified.
If we are not able to receive the replacement, by 12/25/24 we will look into another option.

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

Customer Answer
Date: 10/27/2024
Is there any updates? It has been more than 7 days
Customer Answer
Date: 10/28/2024
Is this a parts replacement or replacement of the whole sofa?
Business Response
Date: 11/07/2024
Dear ***** ******,

You were approved for a warranty replacement for THE H&M-PALER SOFA.

Thank you
Resolution Supervisor
*********
************
Initial Complaint
Date:09/28/2024
Type:Billing 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 8/31/2024 I purchased furniture at Value City Furniture @ ************************************************. I opened a credit card in order to get an additional 10% off. I made my purchase and when I checked my card I found out I had an additional purchase I did not make. The purchase in the amount of $2,196.40 was made in ********************** at approximately the same time I was making my purchase in ****************. I have been trying for over a week to have this charge removed and it has not been yet. The store tells me they are working on it but the manager of the Downers Grove store will not respond. This may have been a mistake at first but now since they know I did not make the purchase this has become fraud. Or maybe it was fraud from the start. I just would like the other person's purchase removed from my bill. I filed a dispute with the credit card company but they also have not yet received a response from the manager at the ************* location.
Business Response
Date: 09/30/2024
Dear Grace Capritta,

      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 complaint, we researched and found that you have an additional
charge of $2196.40 on your account, and you didn't make this purchase. It looks
like it was just by mistake because the other person has almost the same card
number, but the last two numbers are different. We have processed the refund of
$2196.40 on your card. It will take 3 to 5 business days to show up on your
account.
      If you have any
further questions or concerns, please reach out to your purchasing store
location or Customer Care at 888-751-8552. Once again, please accept our
apologies for any inconvenience this may have caused.

Sincerely,

Zeeshan
Resolution Supervisor
Customer Care
888-751-8552
Initial Complaint
Date:09/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a sectional that was defective. There is a large gap at the end. I have reported and tried to get this resolved for years. There has been no resolution. I payed almost 5000. I was robbed. This is not right. I am looking into legal action. I feel ignored and ripped off.
Business Response
Date: 10/02/2024
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 looking into this matter, and we are asking for more time to investigate this complaint. We will respond to this complaint no later than 10/18/24.
If at that point, we see that we still need additional time we will respond back requesting more time.
Thank you
Resolution Supervisor
*********
************

Business Response
Date: 10/03/2024
Dear ******* ****,

Thank you for your patience in reviewing this matter. After further review we were able to make a determination in your complaint. Our records indicate you had a total of 3 services in 2022. The dates of these services were 4/1/22 , 7/2/22, and 10/22/22. *********** notes from the technician state that the gaps are within normal manufactory standards.
***********s were made with the manufactory warranty time period , and no manufactory defects were found. Based on the service technician's report we would not be able to assist you due to the product being outside the manufactory warranty, which is only for the first year for any manufactory defects. And there were no manufactory defects within the first year per the technician's report.

Best Regards
Resolution Supervisor
*********
************
Initial Complaint
Date:09/25/2024
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 arrived at Value City & paid for my order on 7/22/24. Delivery was set for July 31st from 11;15am-2:15pm. Delivery arrived with my bedroom set all there & good but furniture came in incorrect. I spoke to ************** told me couldnt come in the right one till September 5th. No show of furniture. When furniture finally arrived 2 months later one of the furniture items still didnt come in. Manger had no information on it. Wasnt sure why & was very unknowledgable of how they conduct business. Days later I get a call that I been charged double for an item. They sent a check. Its September ******* & *** yet to receive my item. Very poor service & honestly I think they sell items & dont even have it in the ware house. You call & they pass you on to different managers. No Im sorry no nothing! Very unprofessional
Business Response
Date: 09/26/2024
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 there has been a delay with the vendor on the Ottoman, the estimated delivery date is 10/4/24. Please note the dates are subject to change. We are a storefront and we order all items from vendors, we carry nothing in stock. All dates are subject to change.
We see that we have been given a refund for the issues, on 8/19/24.
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:09/23/2024
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 furniture from Value City on 6-2-24. Pressured to purchase even though I would not receive all of sectional at that time. I needed furniture before my surgery and was about to leave store when sales girl said just try it, so I agreed to wait for missing wedge. If I knew there was a 7 day policy I would have looked elsewhere. I also discovered I was not given sale price. That was adjusted on the 6-26 when I returned to store to cancel order and return items I received.. I Never received wedge of sectional. I was told I was not allowed to return after 7 days without 15% restocking fee and delivery charge. So I looked at the other store to try to exchange for something I liked. again I was disappointed in the comfort of the furniture, and again they charged me 15 % and restocking fee, even though I requested to return before the 7 day period. I will Never buy from Value City again! So they charged my Synchrony CC $1000.00 and I have nothing from them. But they send me bills saying I owe ****** including a late fee, I have Paid $400.00 for delivery charges but do not feel i owe for restocking fees.After several attempts to talk to managers and *************** I got nowhere. I even was talked into buying a extra warranty, thinking that should cover a return. In my opinion the small print on the back of receipt is a scam. I have all receipts, but cannot upload.
Business Response
Date: 09/30/2024
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 the the restocking fees and delivery fees are aligned with our return policy. I can offer you one delivery fee back as a courtesy.
A refund for $189.99 was applied back to your Synchrony account on 9/30/24. Please allow 3-5 business days for processing.

Thank you
Resolution Supervisor
*********
************
Initial Complaint
Date:09/22/2024
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 ordered a couch and entertainment center in 2022. The delivery arrived and I was informed that the couch was broken and they would send me a new one in June. I declined this delivery and cancelled the replacement in June. I no longer wanted the couch. I did not and still have not received a delivery receipt for the items I ordered. I paid for the entertainment center and discovered that my account went in collections for the couch that I rejected. I have been fighting ever since. I get hung up on by value city employees and I refuse to pay for something I did not receive. I want them to refund synchrony bank and this removed from my credit report. If they can't provide me proof of delivery it is not my fault. Wherever the delivery drivers took that broken couch is not my responsibility. Ask them. Otherwise I am willing to file a civil suit. I am sick of having to deal with this
Customer Answer
Date: 09/26/2024
When asked for my delivery receipt w signature this is what they sent. This is a fraudulent sugnature
Business Response
Date: 09/30/2024
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 complaint and launching a internal investigation, our records indicate that you received a delivery on a 2PC PWR SOFA-COZY GRAY ON 4/29/22. There is also a signature on file from your delivery.

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

Customer Answer
Date: 10/01/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22321359

I am rejecting this response because: I am not disputing there was a delivery on that day. The truck came with a broken couch that was refused by me. Where they went and did with the defective couch, I have no idea. I want to see my signature in the form stating that I am accepting a broken couch. No one has provided this to me as of yet.

Regards,

******* *******
Customer Answer
Date: 10/01/2024
I would also like to add, that I want a copy of the internal investigation done in this order . I want all correspondence included with signatures, names of delivery drivers names of people I spoke with in the phone.

If not provided, I will take to small claims court

Business Response
Date: 10/10/2024
Dear ******* *******,

Please allow our team until 10/10/24 to provide the requested information that you are seeking.

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

Customer Answer
Date: 10/14/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22321359

I am rejecting this response because:

Please mail me the info requested and I'll be happy to stop this correspondence

Regards,

******* *******
Business Response
Date: 10/18/2024
Dear ******* *******,

Thank you so much for your patience. We have concluded our internal investigation on your behalf. We are providing you with the requested information of proof of delivery with your signature. Please see the orginial route sheet that shows you received a delivery on April 29, 2022. The route shows proof that you signed for a delivery that needed repairing or replacing. Our records also show that a replacement was scheduled on 6/1/22 and 6/7/22 but the customer stated that the replacement was no longer needed.
On 8/5/23- Our records show that you called in to setup payments for your Synchrony Account, and you were referred Synchrony customer service.
On 10/3/****** records show that you filed a dispute with ************** and a internal investiagtion has been launched on your behalf.

All information that was requested has been completed
Best Regards
*********
Resolution Supervisor
Customer Answer
Date: 10/21/2024
Thank you for providing me the documentation.
Initial Complaint
Date:09/21/2024
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.
Value City is by far the worst place to buy furniture. I ordered a Concerto dresser and mirror. The first time they delivered it the items came damaged with many imperfections. The delivery driver damaged the mirror while installing it. There was also a crack on the mirror. The dresser itself was damaged. Called and set up a time for them to exchange the furniture. They just arrived and again the mirror was broken and the new dresser still has imperfections on it. Called customer service and they were nice enough to give me the delivery fee back. They now have to come back out and replace the mirror. They want me to sit around for another four hours for them to come back out and replace the mirror. Totally inconvenient to me as the customer. They wont compensate me in any way. Ive been dealing with this matter for almost a month. Very dissatisfied with Value City. Why dont you guys check the furniture before its delivered to ensure that there is no damage? Ive waisted too much of my time waiting for this matter to be resolved. Not sure if I will ever purchase anything else from them!I ordered this on 9/2/24. I want an exact time and date you will be replacing the mirror. Im not going to wait three to four hours. Im busy and Im not spending another four hours. This is the second time they have been out here and its still not right.
Business Response
Date: 09/24/2024
Dear ***** *********,

Thank you so much for contacting us, and we apologize for any inconvenience that you received.
On 9/21/24 you contacted customer care and reported damages on your Concerto mirror and dresser. Per notes you agreed to keep the dresser for compensation. We also addressed that the mirror be exchanged for the earliest date possible and that date would be 9/25/24. You were advised that the delivery team would be replacing your order, and you would be given a delivery time window the day before your delivery. We also advised you Unfortunately, we cannot take requests for time spots. You can also refer to this policy under our terms and conditions under "Delivery Service"
We also offered you a option of picking up, due to you requesting a specific time window we could not offer, which you declined.

For compensation and your customer experience we offered you your delivery fee back. The total refund for your customer experience and compensation was
$204.24. We advised you that no more compensation would be given on this order. We are still waiting for you to respond back to our email request of your account number so that we may apply your credit back to Synchrony.
Thank you
Resolution Supervisor
*********
************
Initial Complaint
Date:09/19/2024
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.
Purchased a couch set and some other furniture with my husband ******* in July. Couch arrived broken and we were told a ***lacement would arrive in October. I called back again and then they moved the delivery to today 09/19/2024. Today has come and almost gone and I did not get notified that my furniture would not arrive and could not arrive due to manufacture delays. I had to physically call to find this information out. It was fine because I wasn't going to be home but I was calling to get a time that they were coming so that someone can be available for me. I'm peeved that they did NOT alert me that the furniture was unavailable and NEVER coming today in the first place. I would have sat in my house all day waiting for it if I was home. I had my brother sitting in the house waiting for it. We are paying for a couch We CANNOT use. I would like my couch ***laced! I also would like some compensation for the price of the couch for the time that its completely unusable and broken in the Living Room right now. I also don't think it's fair that people have to wait this long for furniture delivery and the worst part is, The October date is now tentative! its not even guaranteed and I tried to be as nice to the *** on the phone but what can he do? He just works there. I didnt expect much. I expect better when we pay good money for products and def expect to receive the goods we purchased
Business Response
Date: 09/25/2024
Dear ***** ******
We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.
After reviewing your invoice we do see your replacement is now currently set for 10/4/24. All of our dates are tenative, they are subject to change due to manufactory delays. Manufactory delays are out of our control, but we try our best to keep our customers up to date and inform them as soon as we are notified. We can offer fair compensation due to the sofa being delayed. We have applied $700.00 back to your Synchony account. Please allow 3-5 business days for processing.

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

Customer Answer
Date: 09/27/2024
[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,

***** ******
Customer Answer
Date: 10/04/2024
I just filed a complaint a week ago regarding the non-delivery of my replacement couch on the date it was supposed to be delivered. (09/19/2024). We purchased these in July 2024. My biggest complaint was that I was not notified that it would not be delivered. They had not even had me on the schedule. I was told all dates are tentative and supposedly reimbursed $700 for my troubles. Fine! Well, how about letting people know that the day they are supposed to get their furniture that it would not arrive. I received another date of October 4th. This is tomorrow. I just called today Oct 3rd because I knew no one would update me and just like I thought they moved my date AGAIN to 11/01/2024 without telling me. I was SOO frustrated I asked the representative if I can just return the entire couch set. She said no ma'am you have 7 days to return them. That's a scam because you don't think to return couches in 7 days if you believe your replacement is coming soon. I will be going to the media with this if this is not resolved. I am SO SICK of these people. They are playing with my money and my husband's money. I need my replacement couch NOW and I will not wait another month! it's been since JULY!

Desired Resolution / Outcome
Desired Resolution:
Replacement
Business Response
Date: 10/12/2024
Dear ***** ******,

Thank you for bringing this back to our attention. Due to the most recent delay of your order. If you would like to return The 2 PC ** L LRS W/H&M ALONG WITH THE ** L RECLINER we can honor that request. Please let me know if you would like to continue with the return of this set.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 10/14/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22308908

I am rejecting this response because:
If in fact I return all 3 pieces I do not want to be charged anything for the couches. (not a restocking fee or anything because i wanted my couches, you guys couldnt supply me with the full set) I want the store to pick them up, I want a full refund of the purchase price of the couches for my inconvenience and If this cannot be resolved in this way then I reject the offer for it to be returned. I refuse to be damaged any further. It ***** that I couldn't receive my couches or even an email or even a call from the store that sold them to me. I had to go through BBB. Truly ***** and just buying a new home and not being able to have your couches is the worst feeling ever. I hope this offer can be honored the right way so for once stuff doesn't have to disappoint.
Regards,

***** ******
Business Response
Date: 10/23/2024
Dear ***** ******,

On 10/14/24 we advised you that if you would like to return The 2 PC ** L LRS W/H&M ALONG WITH THE ** L RECLINER, we can honor that request.We would not attach any restocking fees due to the manufactory delay. Please let us know if you would like to move forward with the return.

Thank you
Resolution Supervisor
*********
Business Response
Date: 10/24/2024
Dear BBB,
Please advise me if additional information is needed to close out this complaint. The customer is requesting a full refund, I have explained twice that we would allow a return with no restocking fees.
Thank you
Resolution Supervisor
*********
Business Response
Date: 10/24/2024
Dear ***** ******

On 10/14/24 we advised you that if you would like to return The 2 PC ** L LRS W/H&M ALONG WITH THE ** L RECLINER we can honor that request.We would not attach any restocking fees due to the manufactory delay. Please let us know if you would like to move forward with the return, so that we can schedule your items to be picked up.

Thank you
Resolution Supervisor
*********
Customer Answer
Date: 10/25/2024

Better Business Bureau:

I accept the business's response to resolve this complaint. Please let me know when pickup will be scheduled.

Regards,

***** ******
Customer Answer
Date: 10/28/2024
I am waiting to hear when the furniture will be picked up. I haven't heard anything yet. Please reach out so I can let my job know so I can be home. Thank you.
Business Response
Date: 11/02/2024
Dear ***** *****,

We have scheduled you for 11/9/24 for the removal/return on THE 2PC ** L LRS W/H&M along with the ** L RECLINER W/H&M. You will be provided with a 3-day PCC Call to confirm that order is ready to be removed/return. The day before the removal/return you will be provided with your delivery time window. Once we receive the removal/return we will being processing your refund of $5813.04 back to your Synchrony card.

Please let me know if you have additional questions.
Thank you
*********
Resolution Supervisor
Customer Answer
Date: 11/05/2024

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

***** ******
Customer Answer
Date: 11/09/2024
I never signed that refund receipt as it is shown. That was signed for mean and emailed to me. It says refund of $4882 when I'm due $5,813.04 per the last BBB response i got. Please remedy this. I also don't like how that was signed for me as I wouldnt have signed that seeing the difference in refund. Noone should be allowed to sign for anyone.
Business Response
Date: 11/15/2024
Dear ***** *****,

We have scheduled you for 11/9/24 for the removal/return on THE 2PC ** L LRS W/H&M along with the ** L RECLINER W/H&M. You will be provided with a 3-day PCC Call to confirm that order is ready to be removed/return. The day before the removal/return you will be provided with your delivery time window. Once we receive the removal/return we will being processing your refund of $5813.04 back to your Synchrony card. Please check your account for the processing of $5813.04 that was processed on 11/11/24.
Thank you
*********
Customer Answer
Date: 11/15/2024

Better Business Bureau:

I accept the business's response to resolve this complaint. This has already been resolved and refund has been received. I will check to make sure the correct amount was received. Thanks for the help. I am satisfied with the outcome so far.

Regards,

***** ******
Initial Complaint
Date:09/16/2024
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 06/21/24, I purchased a mattress with a 120-day sleep guarantee. I asked all the necessary questions to avoid confusion or unexpected costs when returning the mattress. However, the salesperson failed to mention that there would be no refund. Instead, I was told that I must sleep on the mattress for at least 30 days before returning it and that I must purchase their bed protective cover, with the possibility of a small fee. The salesperson also omitted that I would not be refunded but instead given one chance to reselect another mattress, which could potentially be worse. After informing them that I would like to exercise my guarantee to return the mattress, I was informed of the ambiguous guarantee and no refund policy. She then emailed me a copy of their company rules stating that there are no refunds and that I would have to accept another mattress with no ability to return it and at equal value. I told her I would purchase a cheap mattress I could throw away if it hurt instead of investing $2100 and throwing it out. She advised me I could take store credit, but they would not refund me. Given my choice, I pondered what to do and could not make sense of selecting another expensive mattress that I could not return. I decided to go with the store credit. I told the store manager I was upset because of the omission of a no refund/guarantee. I should have been told I had 120 days for a one-time exchange on another mattress with no refund. Instead, I was told I was guaranteed to return the mattress if uncomfortable. The manager said that's company policy; I can't help you and attempted to walk away and dismiss me. He later called me back and said no store credit would be allowed, and I would have to take another mattress for $2100.00 with no sleep guarantee. Ambiguously, I was sold a 120-day guaranteed return if uncomfortable, which, behind the omission of words, was a no-refund policy. I'm 64, the bed is too high. I climb into it and wake up hurting
Business Response
Date: 09/16/2024
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 apologize for any miscommunication on the 120-night sleep guarantee. Please see the link below with our policy:
***********************************************************************************************************************
I have attached a copy as well.
We see this is a comfort issue and not a manufacturing defect. We can honor the 120-night sleep guarantee, for a 1-time re-selection. You have $2140.00 to re-select a mattress with, if you go over you will be responsible for the cost, if the mattress is less, you will have an in-store credit. You have until 10/21/24 to get the re-selection completed.Please go into the store to reselect, so you can make sure the new mattress is what you are looking for.
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: 09/24/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22290120

I am rejecting this particular response because: I was given a different option; and also, I was given this program guidelines after I tried to return the mattress. I understood what was disclosed at the time of purchase. I asked for the term of the return, and I was just about told verbally everything mention on this program guidelines accept "The store will issue you an in-store credit for the full retail price paid for the mattress only." I also purchased an adjustable frame, which I was not advised was excluded from the return or credit with mattress. I was not told there will be no refund and that a one-time selection is mandatory, in which I don't read on program guideline either. There are ambiguities purposely set up to protect the company and confuse the buyer and that's if you are give it to read.
To solve the dilemma, I tried to accept their undisclosed no refund policy and test some of the mattress in-store again. I'm preparing for my senior year's an expressed that I didn't want a mattress that was too high for me to get into or too hard, or soft and that it would last. I could not make a selection because none of them fix the profile. The Sealy Albany was the closes match, but it is 13 inches oppose to the recommended 10 to 12 inches for seniors. This may seem trivial if your young; but if you'll a senior with hip and knee issues you may not be able to expand your joint to use your bed. So, I became concern about running out of time to reselect and the major problem of not being able to walk upright because of back pain. I went up to the service desk and asked for store credit so that I could select other merchandise in the future, in which I didn't have to sleep on for the next ten years. I was denied a schedule to pick up the mattress and dismissed. I was told verbally that I could not have a store credit. I called *********** and spoke to a gentleman and explain that I don't understand why I'm being denied in-store credit, and a schedule pick up for the mattress; I had the mattress inspection already. He talked with ***, and it was relayed to me that she would send an email to the store manager approving me to have in-store credit merchandise other than mattress.
I went back to the store on 09/18/2024 and requested an in-store credit and a date in which the mattress will be picked up. The assist manager gave me an appointment to have the mattress pick up on 10/15/2024. I can't believe it would take four weeks to pick up mattress. Then I got this phone call to reply to the comments *** made on this complaint, which is I have to reselect a mattress. I'm suffering bad back pain. I go to bed every night hoping the pain will stop. Positive thinking is not helping. I'm suffering bad. I tried to be a good customer and spent over ******** in product in Value City; because I was sold by the trust, I had for the sell person and now I'm getting torture. I have been trying to return mattress since June. I cannot sleep in this bed until 10/15. I feel like I'm being shown that I don't have any control over this matter despite me going to BBB for help. I don't understand what I did wrong to deserve this treatment other than being disappointed because I don't want to reselect another mattress that I will be stuck with for years. Please play nice. I cannot buy another mattress until this one is removed. I don't want it to be said I damaged this mattress after forcing me to keep it. The mattress is well protected beside I was told you are going to throw it away because you don't sell use mattress, and this is a courtesy.

Program Guidelines
Customer must purchase a Dream brand mattress protector with the mattress on the same invoice to qualify
for the 120-night sleep guarantee.
The mattress or mattress set (mattress and box spring) is based on a minimum queen mattress retail price
of $799. Mattresses and mattress sets that qualify are listed below under Qualified Mattress Lines.
If, for any reason, you are not happy within the first 120 days following delivery (and after the first 30 nights
sleeping on the mattress), the store will issue you an in-store credit for the full retail price paid for the
mattress only. This mattress must be returned to the store prior to the in-store credit being issued.
Your mattress must be inspected by store personnel to qualify for issuance of in-store credit. Call your local
store to make an appointment for your mattress to be inspected.
Conditions and Exclusions
Mattresses that are soiled, stained or otherwise damaged in a way that would violate the terms of the
manufacturers warranty will not be eligible to be returned. Please refer to your warranty for information

Regards,

******* *****
Business Response
Date: 09/30/2024
Dear Ms. *********** do apologize this has taken so long, to resolve your issue. I have emailed the store, and you are set for a 10/1/24 pickup for the mattress, between 1:15-4:15, you will have in-store credit for the cost of the mattress, and you can purchase what you would like.
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.
****************

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American Signature Inc. is NOT a BBB Accredited Business.