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

892 total complaints in the last 3 years.
292 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:06/28/2024
Type:Customer Service 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 white sectional from value city in Feb the delivery driver dropped the sectionals on the floor damaging my wood floor as well as the sectional I reached out to value they sent out a technician who didn’t even looked at the broken piece stated that someone scotch guarded the furniture incorrectly and send pictures to value city and value city denied to fix my furniture I tried going thru the extended warranty company stated that they couldn’t help me because I didn’t call when it first happened we I reached out to the Gm of value city he directly came out and stated I couldn’t come into his store any more I am just being black and wanted new furniture i simply replied I came into the store didn’t use a credit card or anything and paid cash for my furniture so I believe that I have new furniture he then proceeded to tell me that I was rude to his workers so he don’t have time to deal with this shit and I am not getting any new furniture now I am stuck with furniture that I can’t use and value city is not trying to repair let alone replace so it’s sitting in the garage and I have to go buy more furniture I have been purchasing furniture with value city over 16 years and I will never purchase anything from them again I was racially abused as well as profiled the Gm didn’t respect my purchase or me as a human being money is hard to come buy and for you to disregard my concerns is very displeasing to a consumer who has spend money on the consistent basic I called corporate they were suppose to get someone to come out they never came out to review the the merchandise I think at this point it’s safe to assume that if it doesn’t affect there home or their money it doesn’t matter
Business Response
Date: 07/12/2024
Dear ****** ******,
Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you. We have reviewed your invoice ********0. After futher review our notes indicate on 4/1/24, you reported an stain on the cushion and the RAF cushion being smashed in the middle. Per the report taken by the service technician, the sofa had been scotch guarded by the customer which will void out the manufactory warranty. The service report also stated the 3PC SECTIONAL-SERENITY has no manufactory defects and is up to standards.

We will not be moving forward with any additional services, due to the sofa being scotch guarded.
Thank you
Dominique
Customer Answer
Date: 07/16/2024
I have never scotch guarded anything and the tech never even lifted up the cushions to see if there was damages value city refuse to repair their products and send techs that spend more time outside then they did inspecting the furniture
Business Response
Date: 07/24/2024
Dear ****** *****r,
We can schedule another service technician to come out and complete an inspection. If the techician's report comes back that the sectional is scotch guarded we will not be able to move forward. I will schedule a techician to come back and inspect the sectional for any manufactory defects.
Please allow 24-72 for a technician to contact you.

Thank you
Dominique
Initial Complaint
Date:06/23/2024
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.
Bought a $5k sectional and it was delivered broken. Called customer service and they said they can’t get anyone out to look at it for 3 weeks.
Business Response
Date: 06/25/2024
Dear Mr. ********,

Thank you for contacting us we apologize to hear you
are experiencing issues with your sectional received on 6/22/2024. After further
review we see it is for one portion of the sectional which is the armless dual
power recliner portion. We also have confirmed the date provided is the soonest
availability for service so to resolve your issue as quickly as possible we can
move forward with an exchange for this specific item. We do have availability
as soon as next week for replacement of this item. You can respond to this complaint
of contact the number below to get it scheduled.

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

Sincerely,

Sahara C*****
Initial Complaint
Date:06/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In February 2023, my husband was injured and has to have alternative methods to sleep. We already purchased an adjustable bed elsewhere. From ASF/AVF, we bought a reclining sectional for days he can't get upstairs, along with a bed frame, an entertainment center for the living room, a second entertainment center for the bedroom, and a nightstand.

The nightstand and second entertainment center were delivered on time. The bed arrived, but the delivery driver claimed it was missing hardware, though I believe the hardware was in a small box he did not open. The company never contacted us about delivery changes as we were informed. After I reached out, I was given a July 6th update for the sofa and living room entertainment center, with the bed, nightstand, and bedroom entertainment center initially set for June 15th delivery.

When the bed was returned, I was told I would receive a new delivery date but never got a call. Online, the delivery date updated to July 10th for all items except the bed. Days later, it stated to call the store for all items. When I contacted them again, I was informed the bed would be delivered on July 27th, the sectional on August 3rd, and the living room entertainment center on September 28th. We purchased these items on May 1st with set delivery dates, and there has been no assistance in expediting the delivery due to their error.

When I expressed my frustration, the representative suggested we could come in to pick out different items, but we chose these specific items for a reason. They also stated no concessions would be provided due to the severe delays, and we would just have to wait. Additionally, a manager was supposed to call us, yet no contact received from them.

This experience has been extremely frustrating and disappointing, especially considering my husband's medical needs. We spent $9000 on furniture. Now my husband will struggle with no alternative, and the mattress is sliding off the adjustable frame while he sleeps.
Business Response
Date: 06/20/2024
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.
There is a delay with the
vendors, we see you are set for the quickest deliveries as of now, if the
pieces come in any earlier, we will let you know, and we can set a new delivery
date.
Once you have a successful delivery
of all pieces, we can refund the card on file $776.00 for all the
inconsistencies.
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,
Joy
Business Response
Date: 06/20/2024
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.
There is a delay with the
vendors, we see you are set for the quickest deliveries as of now, if the
pieces come in any earlier, we will let you know, and we can set a new delivery
date.
Once you have a successful delivery
of all pieces, we can refund the card on file $776.00 for all the
inconsistencies.
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,
Joy
Customer Answer
Date: 06/30/2024
I accept the business's response to resolve this complaint. Granted all terms are met upon successful delivery of all pieces in a timely manner.

Regards,

******* ******
Customer Answer
Date: 06/30/2024
I accept the business's response to resolve this complaint. Granted all terms are met upon successful delivery of all pieces in a timely manner.

Regards,

******* ******
Customer Answer
Date: 09/24/2024
This is an update to my ongoing complaint with regarding our order placed in May. I can nonlonger access the previous complaint. After numerous delays, the bed finally arrived, but the entertainment center and reclining couch, which were supposed to be delivered together, did not come for 3 additional months. The couch was delivered months later minus a reclining chair part, but the entertainment center arrived broken so we sent it back. We were informed that both the replacement entertainment center and the final recliner for the couch would require an additional almost three months of waiting. On 9/21, the entertainment center was finally delivered, but now the reclining chair for the couch that was to be delivered the same day has been delayed yet again, with the delivery pushed back to mid November. The entertainment center also has big chips and arrived filthy. This is six months from our original order date, and we consider this level of delay to be beyond unreasonable. We have lost all trust in this company and want nothing further to do with these transactions. We are requesting an immediate refund for the missing reclining chair that is now scheduled for November, as well as the $776 refund originally agreed upon for the initial complaint, as we don't want anything else from this company.
Customer Answer
Date: 10/21/2024
This is an update to my ongoing complaint with regarding our order placed in May. I can nonlonger access the previous complaint. After numerous delays, the bed finally arrived, but the entertainment center and reclining couch, which were supposed to be delivered together, did not come for 3 additional months. The couch was delivered months later minus a reclining chair part, but the entertainment center arrived broken so we sent it back. We were informed that both the replacement entertainment center and the final recliner for the couch would require an additional almost three months of waiting. On 9/21, the entertainment center was finally delivered, but now the reclining chair for the couch that was to be delivered the same day has been delayed yet again, with the delivery pushed back to mid November. The entertainment center also has big chips and arrived filthy. This is six months from our original order date, and we consider this level of delay to be beyond unreasonable. We have lost all trust in this company and want nothing further to do with these transactions. We are requesting an immediate refund for the missing reclining chair that is now scheduled for November, as well as the $776 refund originally agreed upon for the initial complaint, as we don't want anything else from this company.
Business Response
Date: 10/21/2024
Dear Ms. **************** 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 are set for delivery for the last piece on 10/26/24.
Once you have a successful delivery of all pieces, we can refund the card on file $1200.00 for all the inconsistencies.
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: 10/23/2024
Better Business Bureau:

I accept the business's response to resolve this complaint to refund the American Signature Card on file once the last piece is received.

Regards,

******* ******
Initial Complaint
Date:06/14/2024
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 and a dining room set from Value City in Dec22 and they were delivered in Jan23 and Feb23 respectively. These items came with a one year manufacturer's warranty and I bought additional 5 year insurance. In Sept23, I filed a claim with Value City's insurance company Pure Promise because the hinges on the couch's console was loose and the surface of the dining table was peeling off. They denied the claim saying it should be covered by the manufacturer's warranty. I contacted Value City to address the issues. There was no response to my claim for several weeks. After many follow-ups, they refused to fix the issues saying the damages were due to wear and tear. If new furniture can get worn out only after 7-8 months of use, it speaks to the quality of the products. After going back and forth with them, they agreed to replace the hinges of the console and indicated they will call me when the part was ready but I never heard from them. There was no response to my follow-ups either. I then went to the store in Dec23 and spoke with a manager, Kallie M**** who indicated that she was going to order the hinges (which should have supposedly been ordered several weeks ago) to get the console fixed. I reported more peeling of the dining table surface to Value City but they refused to fix it and referred me back to their insurance company. In Feb24, I emailed Kallie to check on the status of fixing the console and was told their parts orders could take up to 12 weeks. In Apr24, I emailed her again to check on the status, but there has been no response from her ever since. Recently, part of the couch has sunk in. I am extremely disappointed in Value City with the poor quality of their products (a couch we have had for only over 1 yr is basically falling apart), yet paid a lot for, their poor customer service and for tossing me around between them and their insurance company. Customers should not be treated this way if they want them to return for future purchases.
Business Response
Date: 06/17/2024
Dear Ms. ********,
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 claim filed through your extended warranty was
denied, #******** was denied due to “wear and tear”, this is not covered under
the warranties there is repetitive damage per the technician's report.
You will need to file a claim
with the extended warranty for the Big Softie pieces as well, there was not a
claim filed, we only see the above claim. We see on 1/19/24 you were called
back and were walked through how to file a claim. I have attached your extended
warranty information for you.
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,
Joy
Business Response
Date: 06/17/2024
Dear Ms. ********,
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 claim filed through your extended warranty was
denied, #******** was denied due to “wear and tear”, this is not covered under
the warranties there is repetitive damage per the technician's report.
You will need to file a claim
with the extended warranty for the Big Softie pieces as well, there was not a
claim filed, we only see the above claim. We see on 1/19/24 you were called
back and were walked through how to file a claim. I have attached your extended
warranty information for you.
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,
Joy
Customer Answer
Date: 06/18/2024
My complaint with Value City is for the claim filed directly with Value City under the manufacturer's warranty and not the claim filed with the extended warranty company Uniters (Pure Promise). That is a different issue. I have provided email evidence of my last communication with Kallie in February 2024 when I checked on the repair of the big softie console and she indicated that the part would take 12 weeks to arrive. After that, I emailed again in April 2024 but there was no response. I am therefore surprised you are saying there was no claim filed on the big softie. Why would Kallie email saying a part had been ordered if no claim was filed? My complaint here regards the low quality of furniture, and the constant follow-up with no response. I indicated earlier that Value City referred me to their extended warranty company for the table and that had been the trend with the back and forth between Value City and Uniters in the initial period. I would appreciate you addressing the issue with Value City and not the extended warranty company.
Regards,

****** ********
Customer Answer
Date: 06/18/2024
My complaint with Value City is for the claim filed directly with Value City under the manufacturer's warranty and not the claim filed with the extended warranty company Uniters (Pure Promise). That is a different issue. I have provided email evidence of my last communication with Kallie in February 2024 when I checked on the repair of the big softie console and she indicated that the part would take 12 weeks to arrive. After that, I emailed again in April 2024 but there was no response. I am therefore surprised you are saying there was no claim filed on the big softie. Why would Kallie email saying a part had been ordered if no claim was filed? My complaint here regards the low quality of furniture, and the constant follow-up with no response. I indicated earlier that Value City referred me to their extended warranty company for the table and that had been the trend with the back and forth between Value City and Uniters in the initial period. I would appreciate you addressing the issue with Value City and not the extended warranty company.
Regards,

****** ********
Business Response
Date: 06/25/2024
Dear Ms. ********,
We apologize you have issues with
the furniture quality you purchased.
We do see we set service 8/9
months after the delivery, the service was on 10/31/24, and the dining table, per
the certified technician report was “wear and tear”, this is not covered under
the warranties. The service on the dining chairs shows “accumulative staining
on multiple chairs”. Service on the Big
Softie for the console only, the hinges were loose, and the lid was not closing,
again “wear and tear”. The Polaris location ordered the henges as a one-time courtesy
for you, this should have been a claim with Uniters, the issues with the above pieces
were not manufacture defects.
I have talked to Ashley from the
Polaris location and there was an issue with the hinges coming in, we have
ordered these again for you. The hinges can take 4/12 weeks to come in. We do apologize
for the delay with the parts. As soon as the parts come in, we will call you.
We here at Value City Furniture provide
you with the above services within the 1-year manufacturer warranty.
You filed claims with the extended
warranty Uniters. These claims were denied by a Uniters certified technician due
to “wear and tear” and “repetitive damages”.
We understand your frustrations
and we apologize for any inconvenience, but the issues you are having with the furniture
are not manufacturer defects and therefore not covered under the manufacturer's
1-year warranty. Going forward any issues you have with the furniture please
file a claim through the extended warranty, Uniters.
Again, 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,
Joy
Business Response
Date: 06/25/2024
Dear Ms. ********,
We apologize you have issues with
the furniture quality you purchased.
We do see we set service 8/9
months after the delivery, the service was on 10/31/24, and the dining table, per
the certified technician report was “wear and tear”, this is not covered under
the warranties. The service on the dining chairs shows “accumulative staining
on multiple chairs”. Service on the Big
Softie for the console only, the hinges were loose, and the lid was not closing,
again “wear and tear”. The Polaris location ordered the henges as a one-time courtesy
for you, this should have been a claim with Uniters, the issues with the above pieces
were not manufacture defects.
I have talked to Ashley from the
Polaris location and there was an issue with the hinges coming in, we have
ordered these again for you. The hinges can take 4/12 weeks to come in. We do apologize
for the delay with the parts. As soon as the parts come in, we will call you.
We here at Value City Furniture provide
you with the above services within the 1-year manufacturer warranty.
You filed claims with the extended
warranty Uniters. These claims were denied by a Uniters certified technician due
to “wear and tear” and “repetitive damages”.
We understand your frustrations
and we apologize for any inconvenience, but the issues you are having with the furniture
are not manufacturer defects and therefore not covered under the manufacturer's
1-year warranty. Going forward any issues you have with the furniture please
file a claim through the extended warranty, Uniters.
Again, 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,
Joy
Customer Answer
Date: 07/03/2024
Thank you for your response. This would be the third time since September 2023 (first in October 2023, then in December 2023 and now in June 2024) that I am being told hinges are being ordered and I hope this would be carried through this time around. Saying one thing to a customer, not carrying it through and ignoring them when they try to follow up is not good customer service. Again, if your products are affected by wear and tear after 7 months of use then the quality of your products is questionable. I have bought and used furniture from other stores that have lasted for years without any issues. Also to clarify what you indicated, my requested service fell within the 1 year manufacture's period, not after and the requested service was for the dining table not chairs.

Regards,

****** ********
Customer Answer
Date: 07/03/2024
Thank you for your response. This would be the third time since September 2023 (first in October 2023, then in December 2023 and now in June 2024) that I am being told hinges are being ordered and I hope this would be carried through this time around. Saying one thing to a customer, not carrying it through and ignoring them when they try to follow up is not good customer service. Again, if your products are affected by wear and tear after 7 months of use then the quality of your products is questionable. I have bought and used furniture from other stores that have lasted for years without any issues. Also to clarify what you indicated, my requested service fell within the 1 year manufacture's period, not after and the requested service was for the dining table not chairs.

Regards,

****** ********
Initial Complaint
Date:06/14/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a 6 pieces sectional Bellini sofa June 2nd, 2024. I was told it would be delivered by the sales rep on wednesday, however, the sofa was delivered on June 12th. Upon receiving the sofa, I noticed the seam of the sofa was ripped and the thread’s peeling. I called and visited the store the following day June 13th about this defect and requested for a refund. The manager said I would be charged a 15% restocking fee and the delivery of the sofa returned twice for the defective product that was never used. He offered an exchange for another sofa but I want no exchange and want a full refund.
Business Response
Date: 06/17/2024
Dear ******* *********,
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 you are set up for a
return on 6/18/24 between 12:45 pm and 3:45 pm, you will receive a full refund.
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,
Joy
Business Response
Date: 06/17/2024
Dear ******* *********,
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 you are set up for a
return on 6/18/24 between 12:45 pm and 3:45 pm, you will receive a full refund.
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,
Joy
Customer Answer
Date: 06/23/2024
Thank you, I just checked and i received full refund
Customer Answer
Date: 06/23/2024
Thank you, I just checked and i received full refund
Initial Complaint
Date:06/07/2024
Type:Customer Service 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 and paid in full for a sectional and ottoman on May 19, 2024. We chose to pick up the pieces and were told they would be ready for pickup on May 24, 2024. I was assured by the salesman, ****, they would be available for pickup on the 24th because they are at the ******************** and just need to be shipped to the Beavercreek store (we had a 3 month delay on delivery of furniture we ordered from Value City in the fall of 2023 and I expressed that I would not order this if that was going to happen again). On May 23, 2024 I called to confirm pickup and was told the ottoman had arrived, but the sectional had not and the new delivery date was June 7th. I was told I would receive a call on June 6th to confirm pickup for the 7th. As of 5:00 pm on the 6th I had not received a call. I called the store and was told the sectional had not been delivered and the new date would be June 14th. I asked to speak to someone who could tell me FOR SURE that the sectional would be available for pickup on the 14th. I was told a manager would call me back. No one called me back. I had to call again 3 hours later and spoke with *****. He said he would look into this and speak with the store general manager and call me on Friday June 7th. I have received no call. No communication whatsoever. It is apparent that once they have your money, they don't care.Value City has received my money for the items I purchased. They offer no reasonable explanation for the continued delays. We want our items as promised and now because of the continued and unexplained delays, we want compensation to make this situation right. We did not demand anything of Value City in the fall when our furniture delivery was delayed 3 months. After being assured this would NOT happen again, and being given misinformation, we expect some sort of compensation from Value City.
Business Response
Date: 06/12/2024
Dear *********************************,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
       As we are looking at your order, it looks like the storage ottoman is available and a 2-piece Sectional ****** Smoke is scheduled for Friday 06-14-2024 for pickup.All these dates are tentative and subject to change. We will reach out to the store about the lack of communication and keep an eye on the order. The store will update you if there is any change. We will take an additional 10% off from merchandise after the successful pickup.
      If you have any further questions or concerns, please contact 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: 06/12/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21817535

I am rejecting this response because: This is nothing more than the unhelpful store employees have told me. I spoke with a manager, *****, on Thursday 7/6/24, who assured me he would speak with the general manager, ****, regarding this situation and get back with me. As of today, June 12th, NO ONE, including *****, has called me back. Our merchandise is paid for in full and Value City can say nothing more than it is scheduled for June 14th, but that is subject to change. WHERE IS THE FURNITURE WE ORDERED?
Value City needs to offer more than 10% off of the price of the purchase price at this point. They have breached their contract with us by not providing the paid for furniture and are potentially violating multiple consumer sales laws.
Value City needs to provide a response that will actually accomplish something other than telling us the date is 'subject to change'.

Regards,

*********************************
Initial Complaint
Date:06/07/2024
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 was on their website looking at the possibility of buying some furniture. I added it to the cart and wanted to see what the total cost was. I got to what I thought was the part that would just show me the total with taxes and delivery included but apparently there was no in between for their website (like a part where it shows the final total before you submit). When I clicked the button it actually submitted the order. I immediately emailed the customer service and asked them to cancel the order. They emailed me back in less than 24 hours and confirmed cancellation in writing. I also followed up with a phone call to thier customer service and was assured the order was cancelled. The next day I started getting emails that parts of the order was shipping. Despite repeated contacts from me telling them not to ship because it was confirmed as cancelled they continued to ship items for the next 6 days. They then told me I had the responsiblity of returning an entire roomful of furniture (huge boxes) to the store that is over an hour away. I do not have the vehicle or man power to do this. Additionally, I should NOT be responsible for an order that they confirmed cancellation for and AFTER the fact shipped to me. I am currently in a dispute with Sychrony bank for this charge for over $1800. I have written proof of the cancellation and the dates show they shipped the order for the next 6 days after the fact. Thier website is predatory and them trying to charge me for items that I did not order (because it was confirmed as cancelled) is fraud. They were welcome to come get it but would not. The credit card company intially denied the dispute because they sent proof it was received but that was not why I was disputing it. I am now sending in additional proof of the dates it was shipped to show it was shipped AFTER the date they confirmed cancellation (which I intially submitted to the credit card company as proof). I hope they consider this additional information.
Business Response
Date: 06/12/2024
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.
While we understand your frustrations when you
place an order with Directly Shipped pieces and furniture pieces that we
deliver the invoice is split into two invoices. You should have received two
emails with invoices ********** and ***********
When you emailed in on 4/1/24 there was only one
invoice canceled this was invoice **********, for $297.22. This was the
confirmation email you received.
Invoice ********** is the invoice with the Directly Shipped pieces, when you call in to cancel, we
must reach out to the vendor, if we can get the pieces canceled in time before shipping,
we can cancel. If the pieces ship out before we can confirm the cancelation
with the vendor the pieces are then delivered and the customer is responsible for
returning the pieces to the store location within the 7-day return policy, there
is a 15% restocking fee as well. You called to cancel on 4/1/24 and 4/2/24 we
let you know we could not cancel the Directly Shipped pieces.
Please see the links below for
the return of Directly Shipped pieces, this is also on the back of your receipt:
****************************************************
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.

***********************************************************
Direct
Ship from Manufacturer Service
Our
Shipping Services 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: FedEx, UPS, AllStates World Cargo, Metropolitan Delivery, Roadrunner, Estes, 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.
At this time,
we cannot return or refund the invoice.
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,
Customer Answer
Date: 07/06/2024
I do not accept the company's response. I was told that they would reach out to the company that was shipping to cancel the order whenever I made that phone call. And items shipped up to almost a full week after that phone call so I find it hard to believe they were unable to cancel during that time period. I don't believe any attempt was made to cancel the order with the shipping company. I think it is unreasonable to expect a consumer to return an entire room full of heavy boxed furniture. It would take a truck but I don't have to return it to the company. Additionally I should not have to do that because it was acknowledged in writing that it was canceled. And I followed up with the phone call. I believe that items that were shipped almost a full week after the initial phone call show that there was no attempt made to cancel the order whatsoever. In the age of being able to contact companies via email and phone I think that was more than enough time to cancel with any shipping company and yet I have proof that they shipped at least 5 to 6 days after the phone call that I made to them. If I need to I will consult a lawyer but the whole company is shady and they're selling method and they definitely make it impossible to cancel or return any sort of item. I am asking for a full refund for the items that they acknowledged as canceled in writing and they shipped my house anyway. I think the length of time between the phone call that I made and email that they confirmed it was canceled and the invoice showing it was being shipped shows that there was no effort made whatsoever to have it canceled with the shipping company.
Business Response
Date: 07/10/2024
Dear ************,
We apologize for the confusion on the two invoices, you should have received two emails with invoices 851-723491 and 851-723492.
When you emailed and called in on 4/1/24 there was only one invoice canceled this was invoice 851-723492, for $297.22. This was the confirmation email you received.
Invoice 851-723491 is the invoice with the Directly Shipped pieces, when you emailed/called in to cancel, we must reach out to the vendor, if we can get the pieces canceled in time before shipping, we can cancel. If the pieces ship out before we can confirm the cancelation with the vendor the pieces are then delivered and the customer is responsible for returning the pieces to the store location within the 7-day return policy, there is a 15% restocking fee as well. You emailed/called to cancel on 4/1/24 and 4/2/24 we let you know we could not cancel the Directly Shipped pieces. You purchased from a few different vendors, each vendor needed to be contacted to cancel the piece, we did not get confirmation the items were canceled before they shipped.
Again, see the links below for the return of Directly Shipped pieces, this is also on the back of your receipt:
********************************************************
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.

***************************************************************
Direct Ship from Manufacturer *********************** Services 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: *********** 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.
We cannot return or refund the invoice.
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: 07/17/2024
The email that confirmed cancellation did not specify one invoice versus another invoice. Additonally, I followed up with a phone call on April 1st and items were still shipping by April 4th. Where is the proof that VCF reached out to vendors to even attempt to cancel items? I do not believe any attempt was made to cancel these items, especially without proof of these attempts. There is no way that it couldn't be cancelled in 72 hours.
Initial Complaint
Date:06/06/2024
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.
We purchased a three-piece sofa sectional on May 29, 2024, and scheduled it for pick-up on June 6, 2024. We rented a U-Haul truck and spent more than two hours to pick up and unpack the sofa.

On the day of pick-up, we inspected the product packages, which were in perfect condition with the correct labels – all indicating the right sofa type and the correct color we wanted. We looked through the outside plastic bag, and it appeared to be all white. We double-checked with the seller to confirm that we received the correct items, and he assured us that we did. We then transported the sofa pieces home.

When we arrived home and started unpacking the packages, we found that there were two white layers wrapping the sofa pieces. Upon removing all the wraps, we discovered that one of the sofa pieces was charcoal instead of the ivory color we ordered. We immediately called both the store where we purchased the sofa and the store where we picked it up. After explaining our situation, we were told that we needed to return the wrong item and pick up the originally ordered item ourselves. The call was then abruptly and impatiently ended.

We believe the labeling issue is a fault on the seller's side. The double wrapping in white layers made the sofa appear white and caused confusion. We have saved the three labels and a video of opening the packages as proof. Given this mistake, we request that Value City Furniture deliver the ivory corner sofa we originally ordered and pick up the incorrect charcoal sofa.

We thought Value City Furniture valued their customers, but we are disappointed by how we have been treated. We reviewed VCF's policy, which mentions that the delivery fee for exchanges due to defects would be the buyer's responsibility. However, our issue is due to incorrect labeling, not a defect. Therefore, we think Value City Furniture should be responsible for all the costs associated with handling this matter.

I look forward to your response and a swift resolution.
Business Response
Date: 06/12/2024
Dear *******,
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.
While we understand your frustrations the store location is a pickup store only, we cannot pickup or deliver the correct piece needed. Please see our pickup policy below:
***************************************************************
Merchandise Pickup Service
Pickups can be made at most of our store locations or distribution centers.
To ensure smooth pickup of your furniture, please review the following pickup policies:
At the time of purchase, you will be notified what day your purchase will be ready for pickup. If an item is unavailable for the scheduled day, you will be notified by the service store in advance
Online orders must be paid in full at the time of purchase
On the scheduled day, please proceed to the pickup/loading area with your receipt
Please be sure that the size of your vehicle will accommodate the size of the furniture to be picked up. It is your responsibility to properly secure and tie down merchandise to your vehicle
Associates may assist in loading customer merchandise but we reserve the right to refuse assistance where it may result in injuries or property damage
We will not be responsible for any damage or loss caused to customer merchandise and/or any vehicles during the loading or transportation of the customer's merchandise.
Be sure to inspect your purchase 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 and arrange to bring your merchandise to the store for service or exchange.
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.
You are set up for pickup on 6/20/24, please bring back the wrong-colored piece at pickup. We can refund $200.00 to the card on file 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: 06/12/2024
[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: 07/15/2024
On Sat, Jul 13, 2024 at 9:50 PM Yu Kong <******************> wrote:
Hi,

This is Yu. I previously filed a complaint (********) with Value City Furniture. The business responded that they would refund me $200 for the wrong colored sofa piece. It has been two weeks since I returned the incorrect item, and I have not yet received the refund. Therefore, I would like to ask when I can expect to receive the refund.

Thank you for your support.

Best regards,

Customer Answer
Date: 07/16/2024
---------- Forwarded message ---------
From: ******* <******************>
Date: Mon, Jul 15, 2024 at 7:37 PM
Subject: Re: No Refund Received for Complaint 21815238
To: ********************* <********************************************************>

Hi *****,

Thanks for your response. Yes, I checked the credit card and still not see any refunds yet.

Best,
Yu
Business Response
Date: 07/16/2024
Dear *******,
We have refunded the card on file for you, the 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 further questions or concerns, contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:06/06/2024
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 purchased a Sealy Elmcroft Firm Mattress on 5/29/22 from Value City Furniture in Hagerstown that came with a 5 year warranty 2 years later the mattress has severe sagging the store agreed the mattress was sagging but said they will not honor the warranty that the Sealy Mattress Co. Will honor the and gave me a Customer Service line to call Sealy ************** and they would honor the warranty. So I call them only to have them tell me that VCF Hagerstown was responsible for the warranty claim. So then I was told to get in touch John a Sealy mattress rep at ************** and he basically promised me that he would get in touch VCF and they would honor my warranty claim, VCF called me 2 days and denied my warranty claim again. Now they both agree that I'm intitled to a refund but keep saying the other should pay, Now I have my receipts and this has been terrible ordeal for me I sure can use your help with this awful business practice.VCF ###-###-####
Business Response
Date: 06/12/2024
Dear ******* *****,

      We sincerely
apologize for any inconvenience you may have experienced. We want to put forth
our very best effort to resolve this complaint.
     Under the terms
and conditions for the Sealy Mattress, the limited warranty does not offer
refunds. Your original date of delivery was in June 2012. Your warranty expired
in 2022 and we are unable to set up any service or replacement for this
mattress.
      If you have any
further questions or concerns, please contact your purchasing store location or
Customer Care at ###-###-####. Once again, please accept our apologies for any
inconvenience this may have caused.

Sincerely,

Zeeshan

Customer Answer
Date: 06/12/2024
I am rejecting this response because: the mattress in question was purchased in 2022 not 2012 and i was told at purchase that the mattress had a 5 year warranty, now VCF told me that Sealy would be the one that will issue you a warranty claim. i was told by both manages Scott and I believe the day shift manage Curtis that Sealy would refund me they even gave the information to get in touch with Sealy, so I contacted Sealy that would be the gentleman **** whom I spoke with, and he was he told he was sorry for my troubles but I was eligible for a warranty claim and he would get in touch with VCF and he would make sure that they honor my warranty claim. **** is at ###-###-#### so they both are saying I deserve a refund but neither one wants to take responsibility, so here is a suggestion why don't they both pay half I don't care. It's a shame that two multimillion companies would treat their customers like that instead of being fair and responsible they are passing the BUCK with is terrible, thank you for your help.
Regards,

******* *****
Business Response
Date: 07/01/2024
Dear ******* *****,

      We sincerely
apologize for any inconvenience you may have experienced. We want to put forth
our very best effort to resolve this complaint.
     The original delivery date was June 2012 and
you have received this mattress as a replacement. The replacement mattress
doesn’t extend the warranty. Your warranty expired in June 2022.
      If you have any
further questions or concerns, please reach out to your purchasing store
location or Customer Care at ###-###-####. Once again, please accept our
apologies for any inconvenience this may have caused.

Sincerely,

Zeeshan
Customer Answer
Date: 07/02/2024
i can't believe they would treat a customer who has spent thousands of dollars at their store like that, it is apparent that they don't value me as a customer, and I will be taking my business elsewhere and giving them bad reviews everywhere and every chance I can, and could you please let them know this. thank you for your help and efforts,
Initial Complaint
Date:06/05/2024
Type:Customer Service 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 have a furniture delivery today between 2-5 this was my FIRST AND LAST time doing business with your company. I was told when I purchased the furniture that I would be charged a $100.00 fee if I missed my call. Well I was TEXTED AT 9am that will be there between 10-1 we ARE AT WORK ! My fiance could not make it home in ATL traffic in an hour thats why we were given a window! I don't have time to take off from all day for this mess ! I want my DELIVERY FREE REFUNDED NOW i RECIEVED AN EMAIL WITH SIGNATURE SAYING MY FURNITURE WAS DELIEVERED NO ONE IS HOME ! This is fraud I WILL NEVER in life do business with you again. If this is not resolved today I will post this to my social media that has over 300k following and Consumer Financial Protection Bureau.
Business Response
Date: 06/05/2024
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 do see there was an issue with the delivery
timeframe, I do apologize for the inconvenience. We do have the items
delivered. Once the truck is back at the store location, the store will call
you to set a new delivery date. You will not be charged the rescheduling fee as
this was an issue in our system.
Once all items are delivered, we can refund the
delivery fee for the inconvenience.
Again, 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,
Joy

Customer Answer
Date: 06/06/2024
I accept the business's response to resolve this complaint.

Regards,

******* ********

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American Signature Inc. is NOT a BBB Accredited Business.