Business Profile

Furniture Stores

American Signature Inc.

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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.
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:09/12/2024
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 ordered a couch 5/24/2024 with a delivery date of 7/24/2024. As of 9/12/2024 I have still not received the couch . I get a call every week with a new delivery date . Next date given is 10/15/2024. I called the corporate department to cancel the order and I was told I would be charge a 20% restocking fee for a couch I never received. I called the delivery center to see if they have received the couch and they said they received only a piece of the couch . So my option is to pay $480 to cancel a couch that I never received nor was the couch ever made , Or pay $2400 for a couch I will never receive.
Business Response
Date: 09/13/2024
Dear Ms. *************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
While we understand your frustrations, you have ordered Special Order pieces, and the production of these pieces can take 90/120 days. While the pieces are being produced there is a 20% cancelation fee as we cannot return the pieces to the vendor once in production. Please see the link below for cancellations.
********************************************************
Refund & Exchange Policy
A refund or exchange may be requested at any time prior to your receipt of the merchandise. Your refund will include taxes paid and the cost of any additional protection or warranty programs purchased. After your receipt of merchandise,if you are dissatisfied for any reason, you may return it for a full refund,less delivery fees, so long as it is returned or exchanged within 7 days of pickup or delivery. To be eligible for return, except where prohibited by law,and unless your merchandise qualifies for replacement under a promotional program, Mattresses and Box Springs must have law tags attached, and be in sanitary condition, clean and free of tears, *****, stains of any kind. Except where prohibited by law, a 15% restocking fee may be charged on returned merchandise or cancelled orders. Customized merchandise thats cancelled after an order is placed is subject to a 20% cancellation fee. Refunds may only be made if merchandise is in " as-new" condition. "AS-IS" and " One Only" items are not refundable or exchangeable.Refunds will be in the same form as that of the original payment and issued only to the individual(s) listed in the invoice, except for cash. If your original payment was a cash payment and your refund exceeds $250, a refund check will be issued by our **************** within 10 days and will be mailed to you by the store.
We see you are set for delivery on 9/14/24 between 8:00 am and 11:00 am. If you would like to cancel there will be a 20% cancellation fee.

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 ****
****************
Initial Complaint
Date:09/11/2024
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.
Eased many of things from Value city the first two purchases were awesome. I’m sorry the first three purchases were awesome. I purchased the mattress which happened to be a floor model which they said was overstock $2000. I have a spine issue. I’ve had 25 spine surgery so I told the gentleman that I needed a mattress that is durable and can last me through my surgeries, the second purchase was this sofa that I have it came smelling like urine I thought it was because of a spray or something that they spray over the couch I have asthma. The spray is messing with my chronic asthma. I have a service dog that won’t even come near my sofa because of the cat urine smell as soon as I walk into my living room it smells like cat urine, even though I have wax burner and burning the problem. Major problem was one of the Son! I should’ve known after purchasing the sofa not to pay attention or listen to any of Val cities service people I spoke with the manager who told me there was nothing that she can do because my seven days have passed. I’ve been dealing with family that have passed therefore I wasn’t really on top of it because I was in and out of the house, they refused to give me a new sofa. The sofa only cost 600 but they refusing once again, this was the second time that I’ve had with Value city and they don’t stand what they have their sales people tell you which is a bunch of lies please can you help?!
Business Response
Date: 09/12/2024
Dear Ms. *******,
Thank you for taking the time to
provide us with your feedback. We are sorry to hear that we did not meet the
level of service that we aim to provide.
We see we delivered the piece on
7/23/24 and got a call about the odor on 9/6/24, at that time you refused
service, and we asked for images. On 9/11/24 you called back, and we set a
service up on 9/17/24, for the issues with the sofa. We will look at the arms
and the odor.
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,
***
Resolution Supervisor
American Signature Inc.
###-###-####
Initial Complaint
Date:09/11/2024
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.
I went inside the store to place an order on 7/1/24. When they placed the order, the receipt that was printed out and handed to me had a delivery date of 8/15/24 on it. I got an email about 2 week prior to the estimated delivery date stating the new delivery date was 8/29/24. On the Saturday before 8/29/24, I received a phone call stating that the delivery date was moved another 3 weeks (09/19/24). I had made plans for 9/13/24 but I had to ***** them thanks to all these delays. I then noticed on Monday (8/26/24) that the couch that I was charged for was the wrong orientation, so the couch was delayed another week (09/26/24). I did the whole payment plan thing, so I have already made 2 payment and I will have to make a 3rd payment before I even have a chance of getting the couch. I have 0 faith that the latest delivery date is going to be the final date of delivery. I would recommend people stay away from this company.
Business Response
Date: 09/12/2024
Dear *******,

We sincerely apologize for the inconvenience you have experienced with our company. Please be assured that we are making every effort to address your complaint promptly and effectively.

We regret the delays in the arrival of your items and are actively working to expedite the process.Currently, your sofa is tentatively scheduled for delivery on September *******. Please note that this date may be subject to change based on manufacturer distribution and transportation logistics.

As discussed on 08/25/2024,we have offered your delivery fee back as compensation for the delays after a full and complete delivery.

While these delays are beyond our control, we are committed to maintaining clear and consistent communication with you regarding any updates to the delivery schedule. Our goal is to keep you informed with the most current information available.

We apologize for any inconvenience this situation may have caused and appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact our corporate ************* team at ************. Your satisfaction is our top priority.

Thank you for your understanding.

Sincerely,

****** P
Resolution Supervisor
*************
************
Customer Answer
Date: 09/17/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22270143

I am rejecting this response because: I will not deal with another delay, I will not wait over 3 months for a couch that I have already made several payments on despite the fact that I have yet to receive it. If I receive a phone call or email over this upcoming weekend, telling me that my couch is delayed for a 4th time, I will be cancelling my order, demanding a refund and closing my synchrony bank account. All I have received is generic excuses on why an original delivery date has been extended by 1 and 1/2 months so far (3 months from order date). If they were to be honest and open with me, I wouldn't be so frustrated with these responses. I just hope that nothing gets damaged in the delivery process now.

Regards,

******* *******
Business Response
Date: 09/26/2024
Dear *******,

Your delivery was completed on 09/26/2024.

We sincerely apologize for the inconvenience you have experienced with our company.

As discussed on 08/25/2024,your delivery fee has been refunded as compensation for the delays.

If you have any further questions or concerns, please do not hesitate to contact our corporate ************* team at ************. Your satisfaction is our top priority.

Sincerely,

****** P
Resolution Supervisor
*************
************
Customer Answer
Date: 09/29/2024
Better Business Bureau:

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

Regards,

******* *******
Initial Complaint
Date:09/10/2024
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 recently purchased went to the store, purchased a mattress, explained the situation I was having with my current mattress and bought a posture pedic FIRM mattress for over $2100. The mattress was too hard and went to the store for reselection. I had a new seller and explained the pain I was experiencing from the mattress and was advised a medium mattress would be best for **** just got bed matched and was advised that I should be with a mattress that is plush, due to my body type.The sellers had no idea on the mattresses and convinced me to get a mattress that cost more, possibly for their own commissions. However now Im out of $2100, no mattress to sleep on MATTRESS ISSUE: it tightens up my muscles. I tried chiropractor, massages, Im in pain when I wake up from the bed.The store informed me since I made the decision to choose that mattress, theres nothing they can do.
Business Response
Date: 09/12/2024
Dear ******* *****

Thank you for contacting us we appreciate you taking the time out to share your concerns and feedback. We are sorry for any inconvenience this may caused you. It is our company policy for the 120 Night In-Home Sleep Guarantee that
If 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 instore credit for the full retail price paid for the mattress only. The customer is limited to one trial offer per household.

Our records indicate on 7/3/2024 you used the 120 night sleep guarantee. Per our policy we would not be able to offer a replacement or refund.

Thank you
Resolution Supervisor
********
Initial Complaint
Date:09/09/2024
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 bed on clearance and was told to save me money I can pick the bed up. We went out to my SUV and the **** associates said it'll fit. I went today to pick it up and it doesn't fit. I don't have money to pay for it to be delivered nor do I have money there t not a u haul etc. I don't know anyone with a truck. I don't understand why th company can't deliver the bed and waive the delivery fee since it's their fault not mine and cause of the inconvenience.
Business Response
Date: 09/10/2024
Dear ******,

We sincerely apologize for the inconvenience you've experienced with our company. We are committed to addressing your concerns promptly and effectively.

Please be advised that it is the customers responsibility to ensure that the item will fit within their vehicle for transport. Our staff are unable to assess the size, condition, or capacity of individual vehicles.

Should you be unable to pick up the item, we would be happy to process a full refund for you.

We regret any inconvenience this situation may have caused.If you have any additional questions or require further assistance, please do not hesitate to contact our *********************** at ************.

Thank you for your understanding.

Sincerely,

****** P
Resolution Supervisor
Customer Care
************
Initial Complaint
Date:09/06/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Urgent Complaint Regarding Delayed Delivery, Discrimination, and Poor Service,I am writing to express my profound disappointment and frustration with the unacceptable service we have received regarding our recent furniture purchase.We ordered a sofa in May 20 2024, applied for your stores credit card, and began making payments before delivery before receiving any part of our purchase. We were initially promised delivery by August 1st, a date that has since been pushed back multiple times with no satisfactory explanation. As of September, we received only part of the sofa, and now, we are being told the rest wont arrive until November. This ongoing delay is absolutely unacceptable, especially considering weve been making payments for months without receiving the full product.What makes this situation even more disheartening is that a friend of ours ordered the exact same sofa in the month of August 2024 , yet they received most of their complete delivery well before we did. This clear discrepancy in treatment feels discriminatory, as it seems that we have been deprioritized for reasons that are unclear but certainly unfair. It raises the uncomfortable question of whether we are being intentionally mistreated, given that another customer received better service and faster delivery despite placing their order significantly later.We feel as though our order is being delayed deliberately and without regard for the significant inconvenience and frustration it has caused. The lack of communication, transparency, and fairness throughout this process has been appalling. Our experience with American Signature Furniture has been nothing short of a nightmare, and we are deeply disappointed in how this has been handled. We demand immediate attention to this issue, including expedited delivery of the remaining furniture, a clear explanation for the delays, and an assurance that no other customers are treated with such disregard.
Business Response
Date: 09/09/2024
Dear Mr. ************************** you for contacting us and sharing your feedback and concerns. We do apologize this has not been resolved and expectations have not been met your customer service and experience and the delays with your order. We are currently experiencing manufacturer delays that are not within our control and trying to fulfill all consumer orders as quickly as possible to the best of our ability. Currently your console and armless recliner is expected to be delivered on 11/8/2024 if any sooner availability is provided,we would be more than happy to contact you. Once the last remaining pieces are successfully delivered, we would be more than happy to discuss compensation for the delays and your experience.

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

Sincerely,

Sahara ******
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 09/18/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22253008

I am rejecting this response because:
Subject: Rejection of Response Discrimination, Detailed Justification, and Immediate Resolution Required

Dear American Signature Furniture Customer Service,

Thank you for your response. However, I am rejecting it as it fails to offer a meaningful resolution and continues to ignore the critical concerns we have raised. The repeated delays and lack of transparency have caused significant distress, and we have little confidence in the November 8, 2024 delivery date. We need actionable solutions, not empty promises.

Please address the following points with detailed, specific explanationsgeneric responses will not be accepted:

1. **Intentional Delay and Discrimination in Delivery**
We placed our order on May 20, 2024, yet we are still waiting for the armless recliner, now supposedly expected by November 8. However, my friend, who ordered the exact same ******* sofa in August 2024(00413-320844-20240905), has already received 5 partsincluding the armless reclinerwhile we have only received 4 parts. It clearly indicates that part is not delivered to us even though it is available in terms of order date priority. This suggests a discriminatory practice and raises serious concerns about how your delivery process is being managed.

2. **Holding Customer Money Without Fulfillment**
Is it fair practice to take customer money without fulfilling product delivery or shipping? Weve been making payments since July through the store credit card, which we applied for under the assumption that we would receive the sofa by the original August 1 delivery date. Not only have we been making payments for a product we still dont have, but applying for this store credit card has also negatively affected our credit score. American Signature has taken total advantage of this situation, as we cannot cancel the order without damaging our credit further. How does your company justify such an unethical business practice?

3. **Missing Parts (Wall Plug Transformer)**
Of the four pieces we received, they are not fully functional due to the missing "Part H Wall Plug Transformer." I already notified the store and sent an email, but I have yet to receive any response or follow-up. Why hasnt this issue been addressed, and when can I expect a resolution?

4. **False Promises and Impact on Our Family**
Based on the initial delivery date provided when we placed the order, we cleared out our existing furniture in anticipation. My wife was seven months pregnant at the time, and due to the constant delays and false promises from your company, she had to endure significant discomfort living without proper living room furniture. If we had known the true delivery timeline in May, we would have shopped elsewhere. How does American Signature plan to address the undue stress and hardship caused to our family by these false promises?

5. **Defective Nightstand Replacement**
In addition to the ******* sofa, we also received a defective nightstand from a separate order. A technician has visited twice and confirmed that the nightstand needs to be replaced. Despite this, weve received no communication about the replacement or any indication of when it will be delivered. Why hasnt this issue been resolved, and when will we receive the replacement?

I expect a clear, point-by-point explanation and justification for each of these issues, along with a firm resolution to all outstanding problems. Another system-generated delivery date will not suffice. Failure to provide an adequate response will leave us with no choice but to escalate this matter, including sharing our experience publicly and pursuing legal action.

I look forward to your prompt response.

Regards,

Naga G
Customer Answer
Date: 09/18/2024
Complaint No: 22253008
full name : Naga Venkatesh Gangabathula
Customer Answer
Date: 09/19/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22253008

I am rejecting this response because:

Subject: Rejection of Response Discrimination, Detailed Justification, and Immediate Resolution Required

Dear American Signature Furniture Customer Service,

Thank you for your response. However, I am rejecting it as it fails to offer a meaningful resolution and continues to ignore the critical concerns we have raised. The repeated delays and lack of transparency have caused significant distress, and we have little confidence in the November 8, 2024 delivery date. We need actionable solutions, not empty promises.

Please address the following points with detailed, specific explanationsgeneric responses will not be accepted:

1. **Intentional Delay and Discrimination in Delivery**
We placed our order on May 20, 2024, yet we are still waiting for the armless recliner, now supposedly expected by November 8. However, my friend, who ordered the exact same ******* sofa in August 2024(00413-320844-20240905), has already received 5 partsincluding the armless reclinerwhile we have only received 4 parts. It clearly indicates that part is not delivered to us even though it is available in terms of order date priority. This suggests a discriminatory practice and raises serious concerns about how your delivery process is being managed.

2. **Holding Customer Money Without Fulfillment**
Is it fair practice to take customer money without fulfilling product delivery or shipping? Weve been making payments since July through the store credit card, which we applied for under the assumption that we would receive the sofa by the original August 1 delivery date. Not only have we been making payments for a product we still dont have, but applying for this store credit card has also negatively affected our credit score. American Signature has taken total advantage of this situation, as we cannot cancel the order without damaging our credit further. How does your company justify such an unethical business practice?

3. **Missing Parts (Wall Plug Transformer)**
Of the four pieces we received, they are not fully functional due to the missing "Part H Wall Plug Transformer." I already notified the store and sent an email, but I have yet to receive any response or follow-up. Why hasnt this issue been addressed, and when can I expect a resolution?

4. **False Promises and Impact on Our Family**
Based on the initial delivery date provided when we placed the order, we cleared out our existing furniture in anticipation. My wife was seven months pregnant at the time, and due to the constant delays and false promises from your company, she had to endure significant discomfort living without proper living room furniture. If we had known the true delivery timeline in May, we would have shopped elsewhere. How does American Signature plan to address the undue stress and hardship caused to our family by these false promises?

5. **Defective Nightstand Replacement**
In addition to the ******* sofa, we also received a defective nightstand from a separate order. A technician has visited twice and confirmed that the nightstand needs to be replaced. Despite this, weve received no communication about the replacement or any indication of when it will be delivered. Why hasnt this issue been resolved, and when will we receive the replacement?

I expect a clear, point-by-point explanation and justification for each of these issues, along with a firm resolution to all outstanding problems. Another system-generated delivery date will not suffice. Failure to provide an adequate response will leave us with no choice but to escalate this matter, including sharing our experience publicly and pursuing legal action.

I look forward to your prompt response.

Regards,

Naga G
Business Response
Date: 09/26/2024
Dear Mr.Gangbathula,

Thank you for your correspondence we would love to address your concerns accordingly. We first would like to again apologize for your overall experience and if we did not meet all your expectations as a customer.Although we can not speak to another customers order and information we can address your concerns regarding the delays with your order. As we do understand you are stating this was a discrimination issue, we want to assure you this is not the case as we are experiencing manufacture delays all around the board which we do apologize for. We can take your feedback regarding your experience for internal coaching opportunities however the delay was caused by our manufacturer. Now we do understand you have paid your order in full however, this is the only option available when placing an order with our company as we are unable to proceed with ordering merchandise until the order is paid in full, but we completely understand your frustration with this.

We also see that you have reported missing parts to one of your items and this actively being resolved, parts were ordered on 8/15/24 and you will be contacted once they arrive. Also, we see you are reporting a defective nightstand that is listed on a separate invoice however,on the separate invoice it is listed as a clearance item that was sold AS-IS.We do see a nightstand on this specific ordered you initially filed the complaint on but that is not the one you have referred to which is on a separate ********** please specify this information so we can also get this taken care of for you. We are actively working on resolution for everything reported in your complaint we do apologize for the delay of a resolution, but we have offered all options available at this time and will continue to work effectively until everything is fully resolved. Thank you for your patience!

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

Sincerely,

Sahara ******
Resolution Supervisor
Customer Care
************
Initial Complaint
Date:09/05/2024
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 purchased at couch and love seat on August 6th couch was received but not love seat. I have had 3 phone calls extending delivery of the other half of my purchase. With no guarantee of delivery. I asked to exchange the product for something that was in stock and I was told I would be issued a 15% return fee and delivery fee is non refundable. I paid for a product that is not guaranteed to be delivered.
Business Response
Date: 09/06/2024
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.
While we understand your frustrations our delivery/pick-up dates are not guaranteed, they are subject to change.
Per our policy online and on the back of your receipt, there is a 15% restocking fee for any returned merchandise and the delivery fee is not refundable. Please see the link below:
********************************************************
Refund & Exchange Policy
A refund or exchange may be requested at any time prior to your receipt of the merchandise. Your refund will include taxes paid and the cost of any additional protection or warranty programs purchased. After your receipt of merchandise,if you are dissatisfied for any reason, you may return it for a full refund,less delivery fees, so long as it is returned or exchanged within 7 days of pickup or delivery. To be eligible for return, except where prohibited by law,and unless your merchandise qualifies for replacement under a promotional program, Mattresses and Box Springs must have law tags attached, and be in sanitary condition, clean and free of tears, *****, stains of any kind. Except where prohibited by law, a 15% restocking fee may be charged on returned merchandise or cancelled orders. Customized merchandise thats cancelled after an order is placed is subject to a 20% cancellation fee. Refunds may only be made if merchandise is in " as-new" condition. " AS-IS" and " One Only" items are not refundable or exchangeable. Refunds will be in the same form as that of the original payment and issued only to the individual(s) listed in the invoice, except for cash. If your original payment was a cash payment and your refund exceeds $250, a refund check will be issued by our **************** within 10 days and will be mailed to you by the store.
As a one-time courtesy, we can waive this ******** are your options:
We can deliver the loveseat on 9/13/24, please note this date is subject to change depending on the vendor, with a discount of $160.00, for the inconvenience.
You can re-select a new set without the restocking fee on the sofa, please note that if you re-select the delivery/pick-up dates are not guaranteed. If you decide to re-select, the sofa needs to be up to the manufacturer's standards to return.
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: 09/18/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22245353

I am rejecting this response because: today is 9/18/2024. I have had no correspondence about delivering the loveseat on 9/13/24 which the date is already passed. My point here is I ordered a product in August was told it would be delivered at the end of August and now the date just keeps getting pushed back and pushed back the last I heard it could be sometime in October or it could be sometime after the first of the year the problem is I have paid for a product and youre not even giving me a guarantee of a day of delivery. That seems very unfair. Ive already paid for the product. *** paid for delivery. Ive paid for set up. I have not received my full product that I have paid for and I just keep getting pushed back and pushed back and pushed back with no explanation. Besides delivery is not guaranteed. $160 refund is not even worth anything. I was expecting this by the holiday of Labor Day. I had several family members come from out of town and had to rent furniture due to mine being delayed. I think 50% off the loveseat would be absolutely acceptable with a guarantee of a date of delivery. I think your company should have to reach out to the vendor and find out what is going on with my loveseat!

Regards,

****** *****
Business Response
Date: 09/20/2024
Dear Ms. ************ do apologize there has been a delay through the vendor, from what I see you are set for 9/27/24 delivery.
Once you have a successful delivery, we can refund $216.00 off the piece for the inconvenience. I will follow this through until the delivery and refund the card on file on 9/28/24.
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:09/04/2024
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 4/7/24, we purchased a sectional with 3 pieces: a loveseat, couch,&corner wedge, and protection plan, for $3333.55 with expected delivery in May. We accepted these terms and paid full price. On 5/11 we were told that we would receive only some pieces on 5/15 (the corner wedge and the right half of the loveseat), and the other items (the other half of loveseat and couch) would be delivered in June. Since then they have repeatedly postponed the delivery of these remaining parts (postponed from July to Aug and then Sept). We have spent many frustrating hours on the phone with the business (mostly on hold) trying to resolve this issue. The reason for the delays changed over time. In July we were told that we could get 1 piece by the weekend due to cancellations by other customers. Later, the sales associate claimed to have no knowledge (or record) of this conversation. Then the manager told us about delivery later in July, but later claimed that she could no longer find them available and gave a delivery date of 8/20. This has since been moved to 9/5, now 9/25. They refused to give us a full refund and threatened to stop communicating with us when we said we may complain to BBB.We made a purchase with this company and paid a total of $3333.55 for a complete sectional with an expected May delivery. While we remained understanding of shipping delays and were patient with their rescheduling, we are now 5 months from the purchase and still have an incomplete sectional. We would like to cancel the entire transaction, receive a full refund, and ideally have the company pick up the pieces of furniture that were delivered to us, since we cannot use separate pieces of a sectional in our family room. Alternatively, we will accept the remaining pieces being delivered to us no later than by EOB on 9/25 (the current delivery date). We are only asking for what we are entitled for as customers: the product we purchased (with a guaranteed delivery by 9/25/2024) or a full refund
Business Response
Date: 09/09/2024
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 100-501744 we do see that your order was delayed by the manufactor. 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.

Currently your remaining order is showing a tenative date of 9/25/24 for delivery. Please let us know if you would like to continue to wait, If you decide that you would like to wait we can offer you $500.00 back to your **** card for the customer experience.

If the order is not completed by 9/25/24 and you wish you to cancel, we will accept the items back as long as they are up to manufactory standards and process a full refund.

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

Customer Answer
Date: 09/11/2024
Hi,
This is regarding complaint #********. We received a response from the business asking if we were okay waiting on the pending anticipated delivery of remaining items by 9/25/24, following which we will receive a $500 credit to our **** for the inconvenience. They also stated that in the event we don't receive the items by then, we can get a full refund and return the items we currently have. How do we communicate to the business that we are willing to wait until 9/25/24 to see if the items are delivered to us? And in the event that they are not delivered by then, what is a good way to contact ********* (who responded to the complaint) to discuss next steps regarding the return of items that were previously delivered and receiving a full refund?

Thank you for all your help,
******* *******-*****
Business Response
Date: 09/18/2024
Dear ******** *******-*****

Thank you for your response. Please contact me at the coroporate office at ************ if you have any additional questions. Your invoice has been updated with our conversation, so that our team will be able to assist you.

Thank you
Resolution Supervisor
*********
************
Customer Answer
Date: 09/23/2024
[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:

We accept the business's response to resolve this complaint with the understanding that pursuant to their offer, we will receive $500 in compensation for the delays if the furniture is delivered by 9/25/24, failing which they will give us a full refund for the complete sectional and take back the pieces that were delivered to us.

Regards,

******* *******-*****
Initial Complaint
Date:09/04/2024
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.
Dear **** I recently relocated to ******** after my divorce for employment. Because i do not have credit history I bought a new sofa with my only cash savings form American Signature. 15 days later chickennfeather and very ugly stuff beaggan to seep from the cusdions. I wrote to them, called them and called their customer service. They are avoiding me it has been amonth and i am living on a dirty unhealthy sofa that I paid **************************************************************************************** a solution . Please help me I cannot live on this sofa it is awful i put sheets on it!
Business Response
Date: 09/09/2024
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 look at your order, it looks like you got the delivery of a 2-piece sectional Solana Chalk on 7-16-2024 and reported that the Fabric and strings were coming off on 8-03-2024. The store can send a service technician out to inspect the sectional. If there is any manufacturer defect, yes, you have the option of replacement or reselection. The return policy is only within the 7days. If you would like to set up the service, please call the local store or customer 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
*************
************
Customer Answer
Date: 09/23/2024
Pls Note My New telephone Number is:
***************
I want to solve this sofa issue as soon as possible. I have been writing them since 15 days after my purchase. Their number does not respond or pick up. Kindly have them send me a text response to my new number. I want to receive my balance preferably. I had paid cash. If they need to exclude tax I will say ok.
Thank-you for your assistance! You are so helping people like me who have been taken advantage of! Bless you!
Awaiting your response!
******* **** Gunduz

Customer Answer
Date: 09/26/2024
Dear *** I recently filed a complaint but can not reply because my telephone and I cant get into my account. Complaint number: 22219812-82242.
My new telephone is; *************** kindly update my account to this telephone so I **** access my account. Thanks *******
Customer Answer
Date: 09/26/2024
[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 cannot access my acount Pleae UPDATE my TELEPHONE: ************

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

Regards,

******* ******
Customer Answer
Date: 09/27/2024
Dear Sir,

No one has contacted me for this complaint from the Furniture company. They are not acting in good faith. Kindly help me to resolve this issue.

Also Please note my new Mobile number: ************
Please tell them to send me a text message asap regarding the replacement of the sofa.

Thankyou

******* ******
Initial Complaint
Date:09/03/2024
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.
I purchase a sofa and Loveseat at Value City Furniture they delivered two pieces that had factory defects in them the sofa had a fabric issue and the and Loveseat frame was broke. They sent a repair guy to see what the problem was i told them i do not want to keep a living room set and have it repaired since two pieces had defects in them. I picked out a different one. THEY want to charge me another delivery fee i dont think its fair.
Business Response
Date: 09/09/2024
Dear Ms. *********************** you so much for your patience and sharing your feedback. We would be more than happy to do some further research to see how we can best resolve as quickly as possible. This will require additional time to do so please bear with us while we investigate this matter further. Someone will be contacting you within ***** hours.

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

Sincerely,

Sahara ******
Resolution Supervisor
Customer Care
************

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American Signature Inc. is NOT a BBB Accredited Business.