Business Profile

Furniture Stores

American Signature Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

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.
293 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/01/2023
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.
Purchased Elias Kitchen Cart and Set of 2 Stools Cherry/Gray Granite Top for $649.99 on April 6, 2023 from
valuecityfurniture.com. The wood portion of the cart was warped and not able to withstand the weight of the granite top as evidenced by the photo. There were other defects such as misalignments of the predrilled holes. Value City didn't honor their warranty which states they will conduct repairs on any defects in workmanship without any charge to the original purchaser for a one year period from the date of possession of the original purchase. This product has obvious defects in workmanship and was ever used due to the fear the heavy granite countertop not being supported by the wooden cart.
Business Response
Date: 09/01/2023
Dear ********* *******
While we understand your frustrations. We see you
have spoken with our Customer Care Team, please the break down below:
We see you called on 4/7/23 to make changes to the 3-PC Elias Kitchen.
On 4/8/23 you wanted to cancel, we let you know you could return to your local store with a 15% restocking fee.
On 4/29/23 you called our Customer Care Team and wanted to return the piece, at this point you were past the 7- day return policy. Please see attached policy.
On 6/2/23 you called our Customer Care team and wanted to set service on the piece, we normally do not service direct shipped items, please see policy.
6/18/23 the damage was not from a manufacturing defect, but consistent with damage during assembly.
7/26/23 there was a billing dispute that came through and was denied by Synchrony Financial.
This is a direct shipped item. Please see our
policies on these pieces:
****************
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 cannot 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 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 cannot
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.
You can find
these policies online as well as on the back of our receipts.
At this point we are not returning or exchanging
this piece.
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: 09/14/2023

I am rejecting this response because the item is defect, the wood is wrap and cannot withstand rhe weight of the granite. It is not consumer error. Value City need to take responsibility for selling a defective.

Regards,

********* ******
Initial Complaint
Date:08/30/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a sectional from them less than a year ago and it is literally falling apart. I paid $500 for a warranty and submitted damages months ago with no response. This sectional is defective as all of the bad reviews on the value city website (Nest 9 piece sectional) look exactly like my couch. Everyone is saying what I did, they haven’t had the couch long and it’s tearing apart. I paid almost 5k for this sectional and that is unacceptable. We hardly sit on it and the fabric is so fragile. It just tears apart and is getting worse by the day. I tried to write a review on the valuecityfurniture.com website 3 times and it never posts. I am wondering if they shut down the reviews due to everyone having the same problem. I want my money back for this couch as I know that even if they replace it, I will have the same issue as others did. This is not normal wear and tear. You don’t pay this much for a couch and it only lasts for a few months.
Business Response
Date: 09/05/2023
Dear Ms. ******,

Thank you for contacting us and sharing your feedback
and concerns we do apologize for the issues you are experiencing with your
furniture. We do see we are following proper protocols of the manufacturer’s
warranty to address your concerns accordingly. We are unable to do a
replacement at this time as the issues reported and serviced determined the
issued can be corrected by parts being ordered. Based on the information provided
we do see steps have been taken to get the parts order. We thank you for your
patience and feedback and again apologize for your experience.

If you have any further questions or concerns, please
don’t hesitate to contact us during normal business hours at ###-###-####
Monday through Friday 9:00 AM to 7:00 PM and Saturday 9:00 AM to 6:00 PM EST

Sincerely,

Sahara C*****
Initial Complaint
Date:08/26/2023
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 did a web purchase with Value City furniture April 30, 2023 for a coffee table and two end tables. Since I have had approximately 10 pick up dates that have been canceled. The reason continues to be due to a new computer system. A supervisor did offer me $200 credit towards my Value city credit card. I called on 8-22-23 and was told the furniture would be in by 8-25-23 by asst. Store manager Will. As of today 8/26/23 the tables are still not available.
Business Response
Date: 08/28/2023
Dear Mr. *******,
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, we have been experiencing some vendor delays.
We are also transitioning to a
new system and that has caused unexpected product delays as well.
We see the new pick-up date is
set for 8/31/23, please note the pick-up dates are subject to change.
We also see we have refunded the
card on file for the inconvenience on 8/7/23. This is a one and done refund,
there are no further discounts on this order.
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: 09/06/2023
I accept the business's response to resolve this complaint.

Regards,

***** *******
Initial Complaint
Date:08/17/2023
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.
Remove from mailing list ******* ****** Or Current Resident. *** *********** ** ******* ** **********
Business Response
Date: 08/18/2023
Dear Mr. ******,
Thank you for contacting us with
your request.
We requested that you are removed
from our mailing. Please allow one mailing cycle for the change to take effect.
We value your business and look
forward to serving you again soon.
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: 08/25/2023

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

Regards,

**** ******
Initial Complaint
Date:08/11/2023
Type:Sales and Advertising 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 repeatedly asked value city hq to remove my name and home address from their stupid catalog mailing list. They do not provide a way for customers to opt out of this junk mail.

Value city must provide a direct phone number or email address for a specific person so people can have their personal information purged permanently from their system.

I have a family member who also wants to be removed from the catalog mailings, so please provide direct contact info so they do not have to file a bbb complaint also.
Business Response
Date: 08/28/2023
Dear Mr. ********,
We apologize for the issue; we
will get you removed from the list. This can take 2/3 mailing cycles.
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: 08/28/2023
Dear Mr. ********,
We apologize for the issue; we
will get you removed from the list. This can take 2/3 mailing cycles.
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: 08/28/2023
Dear Mr. ********,
We apologize for the issue; we
will get you removed from the list. This can take 2/3 mailing cycles.
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: 08/28/2023
I am rejecting this response because: Value City has failed to provide a way to opt out because there is no direct way to contact them via email or a direct person. The 800 number does not help solve any issue. My parents and neighbors will be filing their own BBB complaints since Value City didnt provide any true contact information

Regards,

******* ********
Customer Answer
Date: 08/28/2023
I am rejecting this response because: Value City has failed to provide a way to opt out because there is no direct way to contact them via email or a direct person. The 800 number does not help solve any issue. My parents and neighbors will be filing their own BBB complaints since Value City didnt provide any true contact information

Regards,

******* ********
Customer Answer
Date: 08/28/2023
I am rejecting this response because: Value City has failed to provide a way to opt out because there is no direct way to contact them via email or a direct person. The 800 number does not help solve any issue. My parents and neighbors will be filing their own BBB complaints since Value City didnt provide any true contact information

Regards,

******* ********
Initial Complaint
Date:08/09/2023
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.
We purchased a couch on May 29th, 2023. They called on June 12th, 2023 to confirm delivery for all pieces. On the date of delivery June 14th, 2023. Only one piece arrived and we had to call to find the others. On June 17th, 2023 they brought 4 more pieces. As of today August 9th, 2023 we are still waiting on the final piece and they have delayed the piece 6 times thus far. We have asked for a partial refund or credit towards the couch since we are making payments on a piece of furniture we don’t even have and they have refused to offer any compensation or refund until the couch is delivered in full but they can’t promise us when that will be. We have asked about returning the pieces we have for a full refund and they won’t allow that either. They have now pushed back the date until August 22nd at the earliest but they said they can’t guarantee it. We never find out about the delays until 2-3 days before we expect the delivery and then they call us saying it’s delayed again. They have offered nothing for their mistakes and we have an unusable sectional in our home since it’s the wedge piece that has never been delivered which is what connects the other pieces together.
Business Response
Date: 08/15/2023
Dear ****
I'm so sorry to hear that you are still waiting for your order. We always aim to deliver orders in a timely manner, and in this case we failed to do that.
We have you scheduled for 8/23/23 for The Vince L Brown Wedge. Once you have a successful delivery, we can process fair compensation for the delayed item for $300.00.
If you have additional questions or concerns ,please contact me.
Sincerely,
Dominique B*******
Customer Answer
Date: 08/18/2023
I accept the business's response to resolve this complaint.

Regards,

**** *******
Initial Complaint
Date:08/06/2023
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.
In January 2021 I bought a living room set from Value City furniture. It took them 6 months to deliver it. It came without the cup holders. I called and complained the manager told they would order replacements. I told them to come and get the furniture until the cup holders came. I got a call back saying they would pull them off the demo and that I could come get them. I paid for delivery so I wasn't happy but agreed. Six months later the touch light sensor just stopped working. I called they sent out a tech who examined and confirmed it needed to be replaced. He told me it would be several months before it would come in. Six months later he shows up with the wrong part. Tells me he will reorder and it would again be a while. So another 6 months has gone by and I stop by the store to ask about it. I'm told they no longer carry the set and their was nothing they could do. I asked for a manager and the manager looks at the file and tells me I need to file a claim with the warranty company it was out of his hands. So the part was ordered and they just disregarded it. Didn't contact me or make any effort to make this right. And the manager was more interested in getting back to his socializing with the sales people than helping me. He did not care. Not his job. I don't have time for this crap. I did file the claim with the warranty company. It only took another 40 minutes of my time. And thats what I'm most upset about, my time. Why am I doing this? Why aren't they taking care of this for me? This just infuriates me. I don't feel I should be chasing after them to make this right. And told them I would be filing this complaint. He did not care. Wrong guy for the job. This is your SALES MANAGER. I walked in there found a set I liked and bought the whole display including the carpet it was sitting on and this is the way I'm treated. You can bet I will be posting this on social media as well.
Business Response
Date: 08/14/2023
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 you have a service set for
8/17/23, they are set to repair the sofa. The store will call you with the time
frame. We will be repairing this at the store location.
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: 08/15/2023
I have a couple of reasons for not accepting this as acceptable.
1) It's not done yet. I have no reason to believe you until you produce the result. You lied to me about it already.
2) Your sales manager brushed me off when I came in there. He had zero interest in assisting me until I told him I was filing this complaint. He referred me to the warranty company. So he either doesn't know what he is selling, because it happened more than six months ago it was denied, or he was just getting rid of me. And going by the smug attitude he was giving me, He didn't care.
Why did no one contact me over this? Why did it have to be me raising a stink for Value City to take action. Poor customer service.
No this isn't over yet. And you should know I actually was there to buy a kitchen table and chairs. You lost that sale.

Regards,

**** ********
Initial Complaint
Date:07/28/2023
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.
Ordered furniture 4/30/23 for $3,809.13.
Promised delivery on 5/10/2023.
2 items didn’t arrive, promised delivery 7/23.
Delayed delivery until 8/2/23.
Now delayed delivery until 10/23.
Asked to cancel delivery and receive a refund.
They will only refund money to their Value City credit card.
I don’t want to do business with them anymore: I just want my money back.
$899.98 for remaining items.
Business Response
Date: 07/28/2023
Dear Ms. *****,
While we understand your
frustrations, the refund must go back to the form of payment on the order.
We see the $936.23 was refunded
on 7/28/23 to the ********* card on file ending in 7491. If you have paid this
card off ********* will issue you a refund check.
Please call ********* ********l
at ####-###-#### with any questions on your account.
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
Initial Complaint
Date:07/24/2023
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.
Just A bad experience all the way around and just don’t have my furniture since 05/05/2023
Business Response
Date: 07/31/2023
Dear *******,
We do apologize that this has been your experience
with our company. We want to put forth our very best effort to resolve this complaint.
On 7/25/23 a refund was processed for $918.05 back to your Visa card.
Please allow 3-5 business days for processing.
If you have additional questions or concerns,
please contact me.
Sincerely,
Dominique
B*******
Initial Complaint
Date:07/24/2023
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 leather sectional from Value City Furniture on 10-27-22. I purchased a five year repair plan from them. The repair plan is listed on their website as “**** *******”. The company delivered and put the set together. On May 20, 2023 I moved the pieces to the adjoining room which is separated by a double door to change flooring. That is when I saw a tear in the leather and filed a warranty request. It was denied as not covered. Called Value City and talked to a manager and he said to call back. I filed an appeal it was denied and called the warranty company and they sent a service man. He said he could fix because the cut was too deep. They never got back to me I called and they said no answer yet. Checked the website July 21st and it was denied the day I had called and this time it says cause “moving furniture.” Called Value City and asked for a manager. I was not given one and told it was nothing they can do. This warranty company has no way to identify who they actually are. Value City sells this plan and are advertising on their site. I want my piece replaced or fixed per their warranty.
Business Response
Date: 07/28/2023
Dear *******,

We do apologize that this has
been your experience with our company. We want to put forth our very best
efforts to resolve your complaint.

The complaint you filed,
while valid, is not correctable by Value City Furniture. The damage that occurred
is not a manufacturer’s defect as no rips or tears were reported at the time of
delivery. Your extended warranty is through ******** ***** *******, which is a
separate company; therefore, we cannot insist that they either refund your
warranty or provide service or exchange.

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

Sincerely,

Olivia P

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Business Response

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

American Signature Inc. is NOT a BBB Accredited Business.