Complaints

This profile includes complaints for American Signature Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  American Signature Inc.

  4300 E 5th Ave Columbus, OH 43219-1816

• 

  American Signature Inc.

  5600 Britton Pkwy Dublin, OH 43016-1274

• 

  Value City Furniture

  1000 Hylan Drive Suite 206 Rochester, NY 14623

• 

  Value City Furniture

  800 Thruway Plaza Drive Cheektowaga, NY 14225

• 

  Value City Furniture

  1400 Park Manor Blvd Pittsburgh, PA 15205

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 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 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
  

  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.

  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,
  
  
  
  ******* ******ept 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: 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.

  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,
  
  
  
  ****** ********

  ither. 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: 06/25/2024

  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,
  
  
  
  ****** ********

  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,
  
  
  
  ****** ********

  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,
  
  
  
  ****** ********

• 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.

  Thank you, I just checked and i received 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