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

900 total complaints in the last 3 years.
300 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:05/19/2025
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.
Original order was delayed 30 days. Received confirmation on entire order 3 days before the new delivery date. Only received 1/2 the order. Never got a call saying only part of order was coming.Called Original store & was promised a return call, which never occurred. Followed up with shipping location was told other 1/2 of order would be delayed til June 6th(another 30 days) Spoke to customer service Mgr & was again promised a call bk, he would look into trying an earlier date. Again NO call back. I've made 3 payments on items not in my possession. Seeking a price adjustment for failure to deliver & notify.
Business Response
Date: 05/22/2025
Dear ********************** 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.
It seems your items have been delayed by the vendor. We see that the new estimated delivery date is 6/6/25. Please note that the dates are subject to change.
Once you have a successful delivery, we can look at a discount for the inconvenience.
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: 05/30/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23352569

I am rejecting this response because:
Situation has not been resolved. Items have not been received, and the delivery date is still subject to change. Ossue can nit be resolved until delivery is received.

Regards,

**** De Vries
Initial Complaint
Date:05/19/2025
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 set from value city furniture from their *************** store.Value city furniture store was supposed to deliver furniture on April 16th *****.Also value city furniture sold us protection plan stating that it will cover any stains and damages. We found that protection plan does not cover dirt and dust stains, initially we were told that it will cover all stains including dirt and dust. We canceled the order. We were charged $400 restocking fee. I talked to store manager multiple times but was not willing to issue me full refund. Furniture was never delivered to our house. I am asking to issue me whole refund. We would appreciate your assistance in this matter Thanks **** M Ala. MD
Business Response
Date: 05/20/2025
Dear **** Ala,
Thank you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
We see that the invoice was canceled on 4/24/25, after we attempted to deliver on 4/16/25. Per our policy, online and on the back of the receipt, there is a 15% restocking fee. 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, burns, stains of any kind. Except where prohibited by law, a 15% restocking fee may be charged on returned merchandise or cancelled orders. Customized merchandise thats cancelled after an order is placed is subject to a 20%cancellation fee. Refunds may only be made if merchandise is in "as-new" condition. " AS-IS" and " One Only" items are not refundable or exchangeable. Refunds will be in the same form as that of the original payment and issued only to the individual(s) listed in the invoice,except for cash. If your original payment was a cash payment and your refund exceeds $250, a refund check will be issued by our **************** within 10 days and will be mailed to you by the store.
We 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:05/19/2025
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 WAS SUPPOSED TO GET MY FURNITURE DELIVERED THIS PAST SATURDAY 5/17/2025. WE WAITED AROUND ALL DAY FOR THEM TO SAY SOMEONE CANCELLED THE DELIVERY. WHICH NO ONE ON MY END CANCELLED ANYTHING. ON THE DAY OF DELIVERY I SPOKE WITH ***** AT 1016AM, AND STATED THAT I WAS STOP NUMBER 10. THEN I CALLED AGAIN AND SPOKE WITH A *** AND SHE STATED I WAS STOP NUMBER 9. END RESULT IT DID NOT COME AS PROMISED, AND WE ARE SUPPOSED TO BE SLEEPING ON THE ***** UNTIL THEY DECIDE TO DELIVERY MY ORDER? I AM CALLING IN ON 5/19/25 ALL I AM RECIEVING IS NASTY ATTITUDES FROM *** WHEN I ASKED FOR A STORE MANAGER OR DISTRICT MANAGER. I PAID WAY TOO MUCH MONEY TO GET THIS TYPE OF TREATMENT. I ASKED FOR CORPORATE NUMBER AND THEY CANNOT GIVE ME THAT INFORMATION. YOU CANNOT GET INTO TOUCH WITH NO ONE! I WILL FILE A CFPB COMPLAINT AS WELL.
Business Response
Date: 05/20/2025
Dear Mrs. ********************* 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.
It seems your items have been delayed by the vendor.
You are set for 5/24/25, 6/11/25 and 7/1/25 delivery, please note we cannot guarantee the dates, the dates are they are subject to change depending on the vendor.
Once you have a successful delivery, we can look at a discount for the inconvenience.
We cannot give out our executives information as this is internal information. We have emailed the store managers as well as the market leader for you on this matter.
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: 05/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23349568

I am rejecting this response because: They're still giving out incorrect information about delivery dates. I also need to know what's the EXACT compensation refund for this treacherous and vile experience! ************* takes 35 minutes plus to reach a person!

Regards,

******* *****-*****
Business Response
Date: 05/30/2025
Dear Mrs. ****************** see you have been fully delivered and compensated. Your refund can take 3/5 business days to reflect on the card.
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: 06/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******* *****-*****
Initial Complaint
Date:05/19/2025
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.
New sectional couch was purchased on May 7, 2025 for $1190. Upon purchase, I asked if delivery was included and was told it was not but they worked with a delivery service that I could pay to deliver the couch and they set that up and said I would pay the delivery person upon receiving the couch in my home. Our couch was delivered to the store on May 14, 2025 and picked up for delivery to us on May 15, as previously arranged. Upon delivery of the couch into our apartment, we noticed that the wood base board of the sofa section was snapped in two separate places. When this was noticed, I immediately called the company and was told a replacement could be sent but we would have to store the broken couch in our apartment and then pay for the new section of the couch to be delivered and the broken piece to be picked up. I spoke with ***, the assistant store operations manager, and she said the new delivery fees would not be covered because we went with a delivery service not affiliated with the company. I explained to her that this was the only delivery option provided to which she explained their company offers delivery service that they are contracted with where the new delivery and pick up would have been covered. I told her this was not offered to us, by our sales representative Mini, and we were under the impression they were affiliated with this service to which she denied. Despite not being informed of this by Mini, Zee said there was nothing more she could do for us and we have to keep the broken piece and pay for delivery and pick up. I also talked with *****, a customer support representative for the company, and explained this to her and she said there was nothing they could do because this was an issue between our service at the store and a third party delivery service that was not properly explained to us. I am seeking, at the very least, the delivery of the new section of the couch and the pick up of the broken piece to be covered by the company.
Business Response
Date: 05/23/2025
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.
I am working with the store; I will follow up with you. You will receive an email through our BBB email.
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:05/17/2025
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.
Invoice number - ************* Delivery - 5/14/25 Sales person - **** ***** We would like a refund for our delivery of couch and the battery packs purchased for the recliner sectional. We had the worst delivery service possible they ran over my brand new shrubs with their dolly to get the couch inside. Once inside, they scratched the walls and got a brown residue from the dolly all over my brand, new tiles and grout. Once they got the couch in the living room, they could not figure out how to use the battery packs so told me to just plug the couch into the outlet and cover it with a TV stand. They left with the couch plugged into the outlet. I have attached photos.
Business Response
Date: 05/22/2025
Dear Mr. **************** 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.
You should have received an email from UST/98 Ventures within the last few days. Please check your inbox and spam. You will need to work with them on the home damage. We do not compensate for home damage;this will need to be worked out with ***************.
With the battery packs, these are direct shipped items, and our delivery teams are not required to assemble or set up. This is the customer's responsibility.
We do offer a video on our site to help set up.Please see the link below:
**************************************************************************************
You are unable to return the battery pack, we have a 7-day return policy. the battery was delivered on 5/12/25 via ****** and you are outside our timeframe.
Please see the link below for the Direct Shipped policy:
***************************************************************

Direct Ship from ********************************************* Include:
Free Shipment of furniture to your home. Furniture left at front door or garage in original packaging. Placement of furniture in home, assembly, and removal of product packaging not included.
Merchandise is delivered through a variety of national or regional carriers, such as but not limited to: ****** UPS, AllStates World Cargo, Metropolitan Delivery, Roadrunner, *****, AM Trucking, R&L Carriers, AIT Worldwide.
Small Parcel Merchandise is shipped ground and can take up to 5 days to be delivered depending on your location.
Due to size, select oversize items will ship LTL and can take up to 21 days to be delivered depending on your location. Refer to product details to determine if an item is shipping LTL.
After an order is shipped, tracking information is emailed to your registered email address.
If, during shipment, your merchandise has been damaged, you must notify customer care within 7 days of the date of delivery. Customer will need to provide images of the carton and product damages to facilitate resolution.
Item(s) shipped direct from manufacturer may be cancelled for a full refund up until the item(s) ships from warehouse. Merchandise that has already shipped can not be cancelled. Customer is responsible for returning merchandise to your local store in original condition for a refund. Returns must be made within 7 days upon receiving item(s) and will incur a 15% restocking fee.
Returns and Exchanges
Merchandise Delivered By Store
For 5-********************** merchandise will be delivered to you and assembled, excluding merchandise advertised as requiring customer assembly. You will also receive, for a period of one-year, in-home service for any repair of defective items if, at the time of service, you live within the store's service and delivery area. If you no longer live within the store's service and delivery area it will be your responsibility to return any merchandise to the store for service or exchange.
If your merchandise or property has been damaged during delivery, you must notify store personnel within 7 days of the date of the delivery. Merchandise can be returned within 7 days of the date of the delivery, minus delivery fee with 15% restocking fee. Merchandise cannot be returned after 7 days of the date of the delivery.
Merchandise Shipped Direct from Manufacturer
Item(s) shipped direct from manufacturer may be cancelled for a full refund up until the item(s) ships from warehouse. Merchandise that has already shipped can not be cancelled. Customer is responsible for returning merchandise to your local store in original condition for a refund. Returns must be made within 7 days upon receiving item(s) and will incur a 15% restocking fee.
Merchandise Picked Up By Customer
Stores do not have the ability to hold merchandise past the scheduled date of pick-up. If you are unable to pick up your merchandise on your scheduled date, please notify the store immediately. Except where prohibited by law, there will be a 15% restocking fee on merchandise that has been returned to stock. At the time of pickup, inspect your merchandise for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify store personnel within 7 days of taking possession of the merchandise to be eligible for a refund or exchange. It will be your responsibility to return any merchandise to the store for service or exchange. It is your responsibility to properly secure and tie down merchandise to your vehicle. VALUE CITY FURNITURE/AMERICAN SIGNATURE FURNITURE associates may assist in loading merchandise but reserves the right to refuse loading merchandise which may result in injuries or property damage.VALUE CITY FURNITURE/AMERICAN SIGNATURE FURNITURE will not be responsible for any damage or loss caused to customer merchandise and/or any vehicles during the loading or transportation of your merchandise.
We also show that the battery pack was not paid for; we still have a balance on the invoice. There will be no compensation on this invoice, as the battery pack was free of charge.
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:05/15/2025
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.
Consumer complaint taken per phone

Yeah, I want to complain about Value City on ************************ in ********, ****. I bought a loveseat from them, I bought other furniture too, but I bought a loveseat from them and they were supposed to come down and fix it. They said there was nothing wrong with it the first time. The second time, somebody come down, they checked it all over, they found out the frame is bent on my recliner. It's a love seat recliner. It's got two chairs in it. The one is fine, but the other side is not. And this was in April. I bought it in March. They finally come down in April, found out that there was a, it was bent. They said I have to wait on parts, but they wouldn't give me another one to place that one. They said I had to wait on parts for at least four weeks to 12 weeks but I cannot use the chair on the one side. I can't use it. So anyway I'm making a complaint. I've called them several times to try to get something else and they're not willing to deal with me. So I have to wait on the part and they said it's gonna take four to 12 weeks. That was back in April the 1st. It is now May the 15th. So it's been well over that many weeks. Anyway, my name is ***** *****. And I just wanna make the complaint against Bay City on *****************. Okay, thank you. Bye.
Business Response
Date: 05/22/2025
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 reviewed your invoice and the certified technician reports. Parts were ordered in the middle of May for your merchandise. It can take ***** weeks for parts to arrive. Once we have the parts, we will contact you about the repair.

We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.

Sincerely,
*******
Resolution Supervisor,
American Signature Inc.
****************
Initial Complaint
Date:05/14/2025
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.
A delivery was attempted to my home on 5/14/25 around 9AM while the stores were closed. The second ****** seemed to be doing a thing while the first ****** was attempting to fit the box spring up the stairs while paint and plaster are falling off the wall. I told him to stop. He proceeded a little longer and said they could get it through but theyd have to damage the wall more. First off, I didnt give them permission to do any damage to the wall and asked them why didnt they say something when they first notice it wouldnt fit. He took a pic to show that it didnt fit after he did more damage after I asked them to just stop and again - I asked why didnt they say something before damaging my property. He called the warehouse and I requested the return extremely upset and angry. No home owner wants to deal with repairs for something that could have clearly been avoided. I am disabled and I would like to be compensated for by Value City Furniture to pay the cost to repair my wall in addition to a refund. I have enough to deal with concerning my health and this could have been totally avoided. Stop sending delivery guys that have no respect for homeowners property when delivering. This is a huge inconvenience. Then, there saying that I have to wait to be contacted in 7-10 business days without providing me any reference number for the call. Ive order a box spring from a different merchant, but, I still would like a full refund from Value City Furniture and my damaged property fixed as soon as possible.
Business Response
Date: 05/22/2025
Dear Ms. ******************* are sorry to hear that we did not meet the level of service that we aim to provide, and we appreciate you sharing your experience with us. Based on the information provided we were able to review your account,and we do see all necessary steps have been taken to actively work towards a resolution.We do apologize for the delay on getting this resolved however we do have to follow protocol in situations like this to properly get this addressed. Your feedback has been noted, and we will make sure to inform our team.

Thank you for sharing your feedback with us. We apologize that your experience with us was not positive, and we will ensure to communicate your feedback to our team.

Sincerely,

Sahara ******
Resolution Supervisor
Customer Care
************
Initial Complaint
Date:05/13/2025
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.
We bought a bedroom set that was delivered April 1st. The mattress included was on a buy one get one free special. The second mattress collapsed after one week. The store sent an inspector out after one week. There was no further contact until I called the store and spoke to the salesman. He set up a replacement delivery for two weeks out. The delivery never showed up. No one answers the phone when I try to contact the store.
Business Response
Date: 05/19/2025
Dear **** ******,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
     The store successfully delivered your second mattress on Saturday 05-17-2025.
      If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************
Initial Complaint
Date:05/13/2025
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 a bed and chest dresser from your online store. After bringing in tbe bed The delivery driver refused to take the chest off the truck stating it wouldnt fit up the stairs. I told them they should at least try or take some measurements to see if it fits because i paid for the delivery service. They still refused. They took the chest back with them. After calling customer service and receiving horrible customer service i decided to cancel my order for the chest. I went to the local store and purchased a smaller dresser and night stand. And was told at that time i was charged a $203.99 restocking fee for returning the chest. I was so upset i started to cancel everything out but the salesman told me to call customer service and explain for a refund on that fee. I called and was transfer to resolution ***** They told me in fact that even though they never attempted to even bring the chest off the delivery truck the charge was valid. I feel this is a complete scam. She told me they have a eye for what fits. I would like my refund of $203.49 back ASAP. AS i didnt agree to this charge for them to not even attempt to bring the item inside my home
Business Response
Date: 05/13/2025
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, we see that the delivery team stated the piece would not fit. If the team thinks the piece will not fit or will cause damage, they will not deliver the product. We do have images of the area.
Again, as stated on our phone call, it is the customer's responsibility to measure the space to ensure that the product they ordered will fit.
Please see the link below for our policy online:
*****************************************************************
Delivery ******************************** Include:
Delivery of furniture to your home
Assembly of your furniture (except on "Ready to Assemble" merchandise)
For a period of one year, in-home service for repair or replacement of defective items
To ensure smooth delivery of your furniture, please review the following delivery policies:
All online orders must be paid in full at the time of purchase
The day prior to your scheduled delivery date, our service store will contact you by phone to confirm an estimated two (2) hour time window for your delivery. Unfortunately, we cannot take requests for time stops
If you must reschedule your delivery date, please notify your service store immediately or email us at ***************************************************************
In preparation for your merchandise delivery, doorways should be measured to ensure clearance and rooms cleared so there is an unobstructed path between the point of entry to your home and the room where your new merchandise will be placed
Due to liability issues, we cannot hoist merchandise, set up lamps, hang pictures or mirrors on walls, make electrical connections or move existing furniture, electronics, televisions, etc.
We cannot deliver to anyone under age 18
If, during delivery, your merchandise or property has been damaged, you must notify store personnel within 7 days of the date of delivery
Please send us the measurements of the following:
The stair landing at the bottom of the stairs.
The landing itself.
The turn/angle to get to the bottom of the stairs.
The measurement from the floor to the ceiling.
Please see the link below for help to measure the space:
*************************************************************************************************************
Once we have all the measurements,we can attempt to re-deliver the piece if you would like. The refund has been processed,less the restocking fee of $203.99, we would need to recharge the card.
Please review the refund policy as well:
********************************************************
Refund & Exchange Policy
A refund or exchange may be requested at any time prior to your receipt of the merchandise. Your refund will include taxes paid and the cost of any additional protection or warranty programs purchased. After your receipt of merchandise, if you are dissatisfied for any reason, you may return it for a full refund, less delivery fees, so long as it is returned or exchanged within 7 days of pickup or delivery. To be eligible for return, except where prohibited by law, and unless your merchandise qualifies for replacement under a promotional program, Mattresses and Box Springs must have law tags attached, and be in sanitary condition,clean and free of tears, burns, stains of any kind. Except where prohibited by law, a 15% restocking fee may be charged on returned merchandise or cancelled orders. Customized merchandise thats cancelled after an order is placed is subject to a 20% cancellation fee. Refunds may only be made if merchandise is in " as-new" condition. " AS-IS" and " One Only"items are not refundable or exchangeable. Refunds will be in the same form as that of the original payment and issued only to the individual(s) listed in the invoice, except for cash. If your original payment was a cash payment and your refund exceeds $250, a refund check will be issued by our **************** within 10 days and will be mailed to you by the store.
If you decide not to reorder the piece the restocking fee stands.
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:05/12/2025
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.
BBB transcribed complaint received in writing.
I ** **** ********* is writing to you concerning a complaint with Value City Furniture. First I went in to Value City Furniture looking to buy a mattress and depending on the sales person to put me in a nice mattress. Then the mattress I purchase was not a good mattress for me. So I contacted the store supervisor to let them know this mattress is not a fit for me it was the style of the mattress that brought hurt to my body. That's what I explain to the store managers, supervisors, and salesperson. So now they exchange the mattress from firm to soft top but the same style brought paid to my body. The cause me to begin therapy at University Hospitals. I tried to ask to give me a different style. They wouldn't do it so I said please come and pick your mattress up. And now they are still disrespecting me. They didn't return my full payment with ******* the lender.
Business Response
Date: 05/12/2025
Dear Ms. *********,
Thank you for bringing this
matter to our attention. We are so sorry that you had a negative experience.
Our company takes pride in delivering the absolute best service to every
customer.
We see that we have refunded the
Fortiva account all but the delivery fee and the restocking fee they are not
refundable. Please see the link below for the policy, this is also on the back
of the receipt.
****************************************************
Refund & Exchange Policy
A refund or exchange may be
requested at any time prior to your receipt of the merchandise. Your refund
will include taxes paid and the cost of any additional protection or warranty
programs purchased. After your receipt of merchandise, if you are dissatisfied
for any reason, you may return it for a full refund, less delivery fees, so
long as it is returned or exchanged within 7 days of pickup or delivery. To be
eligible for return, except where prohibited by law, and unless your
merchandise qualifies for replacement under a promotional program, Mattresses
and Box Springs must have law tags attached, and be in sanitary condition,
clean and free of tears, burns, stains of any kind. Except where prohibited by
law, a 15% restocking fee may be charged on returned merchandise or cancelled
orders. Customized merchandise that’s 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 Corporate Office
within 10 days and will be mailed to you by the store.
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 888-751-8552.
Sincerely,
***
********** **********
American Signature Inc.
******* ********

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