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.
293 complaints closed in the last 12 months.

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

Initial Complaint
Date:07/23/2023
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 king mattress from you 5 years ago and it was coming apart. Someone came out to look at it and said they would return it and gave me an in store credit because VC no longer carried the mattress.
I then went in to VC and picked out two twin xl different mattresses, one tempurpedic for myself and one sealy mattress for my husband. I then went back, the next day, bought more furniture totalling $8000 in furniture. I wanted one ticket and the woman would not cancel the receipt from the day before so it could all be on one ticket. She made two tickets. The first ticket I used a in store credit towards my new items. One of the items I purchased a twin xl tempurpedic for $2600 after they delivered, it caused back pain. I already have a grade 2 in my L5 spondylolisthesis which causes disk slipping. I purchased a mattress protector and wanted to return so someone came out to inspect the mattress. They wrote up the mattress is fine with no marks or defects.
I called VC and the woman at the calumet store said they would not return the mattress and did not honor the 120 Night In-Home Sleep Guarantee. I told her I want the same sealy mattress my husband has on the ticket due to back pain caused by the tempupedic which feels like I am sleeping on a rock. She was very rude and said it was considered a replacement and fell under a warranty over 5 years ago. She said I could not get a replacement because they didn’t carry that mattress anymore which is why they gave me a store credit for ANY merchandise I wanted to purchase. I said your guarantee is 120 Night In-Home Sleep Guarantee. I paid almost $3000 for a mattress that is causing me pain and I just want the same mattress as my husband because it’s soft and doesn’t hurt my back. Nobody told me this the day of purchase if the mattress doesn’t work they won’t honor 120 Night In-Home Sleep Guarantee or I would NEVER have spent $3000 on a mattress let alone came back to purchase $8000 of MORE furniture
Business Response
Date: 07/28/2023
Dear Ms. *******,

     We sincerely apologize for any
inconvenience you may have experienced.
    Per the information regarding the 120-sleep
Guarantee the mattress must be a queen size or larger over $799 or more. As
this item is a twin Xl it does not qualify for the reselection under the 120
Sleep program. This information can be
found under the terms and conditions page under the warranty information.
      If you
have any further questions or concerns, please reach out to the purchasing store
location or customer care at ###-###-####.

Sincerely,

Tahnee
Business Response
Date: 07/28/2023
Dear Ms. *******,

     We sincerely apologize for any
inconvenience you may have experienced.
    Per the information regarding the 120-sleep
Guarantee the mattress must be a queen size or larger over $799 or more. As
this item is a twin Xl it does not qualify for the reselection under the 120
Sleep program. This information can be
found under the terms and conditions page under the warranty information.
      If you
have any further questions or concerns, please reach out to the purchasing store
location or customer care at ###-###-####.

Sincerely,

Tahnee
Initial Complaint
Date:07/23/2023
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.
On 2/27/2021 I purchased 5pc Gemini gray rectangular dining table and 4 side chairs, I put in a claim in 12/2022 was sent an notification it was approved and followed instructions, now everytime I call the store to see when they will deliver the new chairs they keep giving me a story they don’t see my claim number and they will call me back it’s now been 6 months and not return call or resolution. I was better off not purchasing the warranty plan if I knew this was going to be a problem. If they can’t fulfill my request by replacing my chairs then they can just refund the $139.00 that I paid extra for the warranty because it serves me no use and a waste of my money while being under the impression the process was simple and easy.
Business Response
Date: 07/26/2023
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 have verified that you had a claim
with Uniters the extended warranty, this was a full replacement of two chairs the
upholstered side chairs Gemini.
Uniters has emailed the PO over
to your servicing store location, this is the Kennesaw location. Their phone
number is ####-###-####, the management team should have received the PO by
email today 7/26/23. It looked like the wrong store was email on the original PO.
We also email the store location
on your behalf to get the process started 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: 07/26/2023
I accept the business's response to resolve this complaint.

Regards,

******* ******
Initial Complaint
Date:07/21/2023
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.
I ordered a 3 piece sectional on 03/31/2023 I was told that it would not be able to be delivered until 07/05/2023 so on 07/03/23 value city calls to confirm my delivery for 07/05 in between 2pm and 5pm I take the day off work so it can be delivered 5:30pm rolls around and I call value city on brookpark rd and the lady says oh I see a note in here somebody tried calling you yesterday on 7/4 to let you know we are not delivering it because of manufacturer delays so you will get it on 7/21 I said ok that's fine I called the store on 07/14 and say my delivery got delayed until 7/21 what do I need to do for delivery on that day the lady goes you are all set up for delivery on 7/21 you are the first stop delivery window is 7am to 10am I say so I am not going to get another call saying my delivery is delayed she says no it is all ready ok then 07/20 rolls around I get a call saying i'm sorry we have to delay your delivery until sometime in August because of manufacture issues I told the lady to cancel my order she said we can not do that if we do you have to pay 20% restock fee I am not paying no restock fee when it has never left the warehouse to be delivered because of special order and it is NOT my fault for your mistakes why the order was canceled I am going to take my business and $3500 to another company
Business Response
Date: 07/24/2023
Dear Ms. *******,
The you for your feedback. 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, per our
policy, there is a 20% cancelation fee for canceling the Special Ordered Piece.
****************************************************
Refund & Exchange Policy
A refund
or exchange may be requested at any time prior to your receipt of the
merchandise. Your refund will include taxes paid and the cost of any additional
protection or warranty programs purchased. After your receipt of merchandise,
if you are dissatisfied for any reason, you may return it for a full refund,
less delivery fees, so long as it is returned or exchanged within 7 days of
pickup or delivery. To be eligible for return, except were prohibited by law,
and unless your merchandise qualifies for replacement under a promotional
program, Mattresses and Box Springs must have law tags attached, and be in
sanitary condition, clean and free of tears, burns, stains of any kind. Except
where prohibited by law, a 15% restocking fee may be charged on returned
merchandise or cancelled orders. Customized merchandise that’s cancelled
after an order is placed is subject to a 20% cancellation fee. Refunds
may only be made if merchandise is in " as-new" condition. "
AS-IS" and " One Only" items are not refundable or exchangeable.
Refunds will be in the same form as that of the original payment and issued
only to the individual(s) listed in the invoice, except for cash. If your
original payment was a cash payment and your refund exceeds $250, a refund
check will be issued by our Corporate Office within 10 days and will be mailed
to you by the store.
You have signed a delivery checklist; this states our
policy as well. Please see attached document.
To cancel the 3-PC 25” D Bowery Sectional there
will be a 20% fee cancelation. The refund can take 3/5 business days to reflect
on the card used. I have put the refund through today, less the restocking fee.
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: 07/25/2023
I am rejecting this response because: I never signed this document that you attached to your response why are none of the boxes or anything checked why is this document dated for Friday 7/21/2023? am I going to have to contact my lawyer about this?

Regards,

******** *******
Business Response
Date: 07/28/2023
Dear Ms. *******,
I have talked with the store management, we can
lower the cancellation fee for the Special Order to $200.00, we have refunded $316.59
back on the ********* card on file, the refund can take 3/5 business days to
reflect on the card.
Please contact our Corporate Customer Care Center
with any questions at ***** ***** ************** ***** ********.  Our office is open from 9am-7pm EST Monday through Friday,
and Saturday 9am-7pm EST.
Sincerely,
Joy
Initial Complaint
Date:07/20/2023
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 purchased a sofa with chaise
Soon after the chaise started to collapse in the back it was returned and replaced
The second one is now doing the same thing
They had a service person come out and he told me it needed more cushion in the back
And now they are saying it’s just wear and tear , this sofa is mint condition I have it covered at all times and I’m the only one sitting on it I weigh 130 lbs. Hardly heavy enough to break a sofa
I paid $2500.
I’m not looking for free I’m looking for my moneys worth and quality
I keep getting different people and they playing games
Business Response
Date: 07/26/2023
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.
Currently, you are scheduled for a service technician to come out on 7/28/23 to access the LAF CHASE.
We would need to wait until the service technician's report is finalized, before we would be able to discuss the next steps
If you have additional questions or concerns,
please contact me.
Sincerely,
Dominique
B*******

Customer Answer
Date: 07/31/2023
I am rejecting this response because: I have heard nothing back from value city, I’m not really surprised because they have been doing this for weeks now
They had their service guy come out on Friday, I have him on video pointing out the areas on the sofa where it is collapsed

Regards,

***** ****
Business Response
Date: 08/03/2023
Dear *****,

I’m sorry to hear that you are still waiting for a
follow-up after your service call. I understand how frustrating this must be
for you. I’ve investigated the service call, and I can see that we are able to
approve you for an even exchange on the chaise portion or we can offer a
reselection on The Big Softie Set. The set includes the Armless Recliner, RAF
Recliner, and the LAF Recliiner.

Under the manufacturer's warranty, we will conduct
repairs on any defects. If the item cannot be repaired to factory
specifications, the item will be replaced with the same or comparable, merchandise.
This offer would expire on 10/3/23. Please let us know if you would need an extension
on the date.

Sincerely,
Dominique B*******
Customer Answer
Date: 08/04/2023
I accept the business's response to resolve this complaint.

Regards,

***** ****
Initial Complaint
Date:07/20/2023
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.
I purchased and paid $5,300 for Italian Leather 5 piece sectional. I finished payment on June 5th 2023. My 1st delivery date was July 15th 2023 of 3 pieces of the sectional. I recipe a phone call on July11th stating that the last 2 pieces were not in stock. They gave me another date of July 20th that the last 2 pieces will be delivered. The afternoon of Thursday July 20th only 1 piece was delivered. I immediately called the store only to be told that the Chaise was not scheduled for delivery . I was giving another date of July 26th Wednesday . I asked to speak with a manager on duty only to be told that AGNES was helping another customer and that she'd be giving me a call this was 12:45 on this day. July 20th no phone call has Vee. Returned please help me with this resolution I feel very dismissed and pushed away. They did give me $100 refund on July 12th. I feel like this is deliberately done my chaise being purposely not scheduled for delivery.
Business Response
Date: 07/21/2023
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 that you are set for delivery on 7/25/23,
please note the dates are subject to change, depending on the vendor.
We see we have also discounted the order for the inconvenience.
Once you have a successful delivery we can look into a further discount.
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:07/18/2023
Type:Billing 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.
On June 18, 2023 I purchased a furniture set from VCF it was two recliner, a love seat, and a sofa. Before I purchased the furniture I asked if it was possible if they could have all pieces moved to the store before purchase. They told me I need to purchase the furniture before they would ship it. Since it was a closeout sale on the brand of furniture and it was being discontinued I went ahead and purchased the the set. It can out to $6,300.00. I was told that they had one recliner in stock and had to call another store to collect the other. All pieces where accounted for and that everything would be delivered on July 12, 2023. On July 12, 2023 I received no phone call or update on the status of the furniture. I called to inquire on the location of my new furniture seeing that I had donated the old furniture to make space for the new. The Rep told me that there was no information on my order what so ever in the system. How is there no information in the system when I paid it in full and have a receipt? She asked if I would like to talk to the store I said yes and she transferred me over. I then spoke to a Rep from the store and was told the same thing. The manager then came on the phone looked at my information and told me that he was going to look in to it and give me a call back. I waited 45 minutes no phone call and proceed to make my way to the store. When I arrived I talk to the Rep at the front and the manager quickly came over to explain to me that the system had an update and they had no way of knowing because we where lost in the update. There is no way I could get my furniture today because one of the recliners I purchased doesn't exist, the other is in transit, the love seat will not arrive till the 15th and the sofa till the 21-26. He then said I can give you the floor sofa for a discount. How was I able to purchase a product that doesn't exist? Why would they take over $6,000 from a customer without a product to deliver?
Business Response
Date: 07/18/2023
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 that the order has been canceled on 7/12/2023
and the refund was issued at this time. The refund can take 3/5 business days
for the refund to reflect on the card used.
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:07/17/2023
Type:Billing 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.
On June 1, 2023. I purch**** * ************* ******** **** **** ***** **** ********* ******* ** **** ********* ***** ********** ** ********** * * **** * ***** ********* ******* * ************* At the time of purchase I was never given a receipt because the system to print the receipt was not functioning properly. However, I returned the item because it was not working properly. Due to the fact I didn't receive a receipt I was unaware of the return policy at the time of returning the item. They first tried not allowing me to return the item and then allowed the return, Then tried to charge a restocking fee. However, the store manager agreed to charge a $50 RESTOCKING FEE INSTEAD OF THE 15% RESTOCKING FEE. I am requesting my full refund due the fact i was unaware of the return policy because of not receiving my receipt,
Business Response
Date: 07/18/2023
Dear Ms. *******
Thank You for reaching out. While we understand
your frustrations, our policy states there is a 15% restocking when merchandise
is returned within the 7-day time frame.
We see the restocking fee of 15% was $152.99, your
restocking fee was discounted down to $50.00.
At the time we spoke to you over the phone on
6/16/23, and 7/5/23 there was no mention of any damage or issues with the base.
The return was allowed after the 7-days, the base
was delivered on 6/5/23 and returned on 6/16/23. We allowed the return as a courtesy.
Below is our link to the policies on the site:
****************************************************
We also see you signed a pickup check list; I have
attached this to the complaint as well. The check list explains the restocking
fees.
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: 07/31/2023
I am rejecting this response because: I am not in agreement with this company's response because they are lying about me retuning the item with no complaints of it working properly. The reason for the return was because I couldn't get it to work and it was missing parts. Also, I never received a receipt when I initially purchased the item because the system was down for them to issue me a receipt. never once did they state the store return policy at the time of purchase. I attempted to contact the store customer service on several occasions and they gave me the run around transferred me person to person and I requested to speak to the highest authority on two of the occasions and they said he would contact me back never did that occur. Also, they tried to tell me i could have went to the website to find out their return. I personally feel that isn't my job to look on the website if I didn't purchase this item off their website. I am requesting a full refund of my money that was spent on this purchase.

Regards,

****** ******
Business Response
Date: 08/01/2023
Dear Ms. *******
While we understand your frustrations, again per
our policy there is a restocking fee on returned items.
As per out last letter the $50.00 restocking fee
will not be refunded.
If you have any additional questions, please feel
free to call our Corporate Customer Care Center at (VCF) (**** ************** ***** ********. Our office is open from 9am - 7pm EST Monday through
Friday, and Saturday 9am-7pm EST.

Thank you,
Joy
Initial Complaint
Date:07/17/2023
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.
bought a brand new table on feb 7 2023 a month later the edges started wear down value city did not want to repair or replace table i have submited a signed letter explaining details.
Business Response
Date: 07/24/2023
Dear Ms. *******,

Thank you so much for contacting us and sharing your
feedback and concerns, we do apologize for the issues you are experiencing with
your table. We did do further review on the issues reported as well as reviewed
the pictures you provided. At this time, we are unable to move forward with
your request due to the issues reported are not caused by a manufacturer
defect. We do apologize but the table was delivered in manufacturer’s standard conditions
with no visible damages or reports of damages within the first 7 days of
receiving. So, the issues reported would be considered to be accidental and not
covered under our warranty.

If you have any additional questions or concerns
please contact us during normal business hours a ###-###-#### Monday through
Friday 9:00 AM to 7:00 PM and Saturday 9:00 AM to 6:00 PM EST.

Sincerely,

Sahara C*****
Business Response
Date: 08/03/2023
Dear Ms. *******,

Thank you for your correspondence, we do understand the
issue reported was within 30 days however the issue was determined to be
customer caused. The manufacturer’s warranty covers flaws in the way the table
was made, the issue reported was not cause by the way the product was made.
This issue is an accidental damage as the merchandise was in factory conditions
with no flaws or error when delivered. At this time we are unable to proceed
with your claim.

If you have any additional questions or concerns, please
contact us during normal business hours a ###-###-#### Monday through Friday
9:00 AM to 7:00 PM and Saturday 9:00 AM to 6:00 PM EST.

Sincerely,

Sahara C*****
Customer Answer
Date: 08/03/2023
Your wrong if you look at pictures its not a spill type accident. The table in 30 days have started to wear down on edges that's a fabrication problem i have bought many tables and never have had a brand new table start to wear down like that with in 30 days. The insurance that i purchased from you have said the same thing that its a manufacture defect. You sold me this insurance. I'm 82 years old i don't have money to just throw away i feel like i was taken advantage of by you. You lied to me....

****** *******
Initial Complaint
Date:07/17/2023
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'm sending a claim of harassment from this company. Awhile ago a friend of mine purchased some furniture from this store and put my name and 2 others as a reference. The first time I was ok they needed proof this person. Then the calls keep coming for over a month. They are still calling but with a message from me telling the person to call them. I have spoken to my friend about it he says they are calling him and hanging up or trying to charge him extra money after he had paid his bill. They are also calling his other references too.
Business Response
Date: 07/22/2023
Dear Mrs* *******

      We sincerely
apologize for any inconvenience you may have experienced. We want to put forth
our very best effort to resolve this complaint.
     You must contact
your friend and the financing company, so they can check the financing agreement and
better assist you.
      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
Initial Complaint
Date:07/10/2023
Type:Billing 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.
The Value City I actually purchased my couch and love seat from was located at 4*** *********** *** ********** ** ****** In January 2022 I purchased a sectional. When the sectional was delivered the gentleman delivering the sectional accidentally cut the fabric with his box cutter. When the new piece was delivered it was not the same color. My color had been discontinued. Therefore, I had to come in a get a new couch and love seat. I received it on July 19, 2022. During this time I was during the credit card 12 months same as cash to save 20%. When talking with the manager she explained to me that I would have a year to pay off the couch starting from the delivery date. The purchase date of the second set of couches was June. When I called to pay off the couches on July 8, 2023, Synchrony Bank, explained that I had purchased the couch in January. I tried to explain that it was June and they were delivered in July. She said there was nothing she could do since it was 6 months after the purchase. That I needed to reach out to Value City. When reaching out to Value City she said that the first couch was not out in as a return, but as an exchange and there was nothing she could do. I asked to speak with her boss. She explained that her boss was in a meeting and they would call me back. This was July 7, 2023. It is now July 10, 2023 and I have not heard from anyone. I have attempted to call back, but was placed on hold for 38 minutes. There is $1,265.96 in interest that has been applied to the card. I do not believe I should have to pay this interest fee due to paying off my card, one year from the purchase of my second couch. Especially since the management told me that I had one year to pay it off which I did.

Purchase # ***** and ******
Business Response
Date: 07/11/2023
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.
Please see the breakdown on the orders you have
with us:
Order ********* was purchased on 1/8/22, this is when your Synchrony account would have been charged and your 12 months no financing would have started.
There were issues with the piece order and you returned and reselected.
On 5/30/222 you stated the new order *********.
The funds from order ********* was then transferred to the new order ********* on 6/19/23.
You would have a new charge on the Synchrony account on 5/30/22 in the amount of $731.57 and this will start a new 12 month no financing for just the $731.57 amount.
The delivery of 169-30732 was on 7/19/22.
Again, the Synchrony account would have been
charged on 1/8/22 the initial purchase and your 12 months no financing would have
started at this point on the $3277.87. And you would have a new 12 month no financing
on the amount of $731.57 that was charged to the account on 5/30/22.
We are not responsible or able to refund any interest
accrued on the Synchrony account. Synchrony is a third-party financing company with
their own set of policies and terms and conditions.
You can reach out to Synchrony Financial at
####-###-#### on any further questions on your account, as we do not have
access to this information.
We do apologize for the inconvenience. If you have
any questions, please call Customer Care at ####-###-####.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
###-###-####
Business Response
Date: 07/12/2023
Dear Ms. *******,
While we understand your frustrations, we cannot
change the purchase date on the initial purchase on 1/8/22, this was not a
returned item but a reselection to a new item.
Again, please see the breakdown on the orders you have
with us:
Order ********* was purchased on 1/8/22, this is when your Synchrony account would have been charged and your 12 months no financing would have started.
There were issues with the piece order and you returned and reselected.
On 5/30/222 you stated the new order *********.
The funds from order ********* was then transferred to the new order 169-30732 on 6/19/23.
You would have a new charge on the Synchrony account on 5/30/22 in the amount of $731.57 and this will start a new 12 month no financing for just the $731.57 amount.
The delivery of 1******** was on 7/19/22.
Again, the Synchrony account would have been
charged on 1/8/22 the initial purchase and your 12 months no financing would have
started at this point on the $3277.87. And you would have a new 12 month no financing
on the amount of $731.57 that was charged to the account on 5/30/22.
We are not responsible or able to refund any interest
accrued on the Synchrony account. Synchrony is a third-party financing company with
their own set of policies and terms and conditions.
You can reach out to Synchrony Financial at
####-###-#### on any further questions on your account, as we do not have
access to this information.
We do apologize for the inconvenience. If you have
any questions, please call Customer Care at ####-###-####.
Sincerely,
Joy
Customer Answer
Date: 07/14/2023
I am rejecting this response because: this is not acceptable. I was even told by management that I would need to have it paid in full by July. I hope that this is not a matter that I will have to take to small claims and have to stop shopping at your establishment due to lack of customer satisfaction. I am only asking you to do what is right. Synchrony Bank even told me all they needed your company to do is call and explain and they could change the dates.

Regards,

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

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