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

895 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:05/31/2023
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 the two end tables, a center coffee table, and chest on 3/25/23. My order number is *********** In total I paid $1714.49. When I received the material the center table was damaged, along with the legs on one of the end tables and the chest drawers were misaligned. My husband and I decided to keep the chest and fix it on our own along with the end table (since the bolts didn't align it wasn't noticeable) but returned the center table as the marble was cracked. We had to take the heavy table back to the store since they did not pick up being it was a direct ship from the manufacture (which we were not aware of when we purchased). We ordered the replacement table on 5/16/23 to yet receive another damaged table on 5/22/23. This time I was told I only had 7 days to return as opposed to the 30 days I had for the first return even though it was a holiday and we had plans to go out of town. I then requested a refund for the total set (all 3 tables) and was told I could not because it was out of the 30 day window and could only get a refund for the 1 table. I then had to find a way to return the table back to the store and we decided to order a replacement so we would have something. When I called to see if the order had been placed I was put on hold for 20+ minutes only for them to say they would call me back and never did. When I called customer care the next day they stated the replacement order was never placed. With the total amount of time I had to take off of work to receive the delivery for the table and time it takes to put the table together I would just like to return the 3 piece set and request a full refund.
Business Response
Date: 06/05/2023
Dear Ms. ****,
We do apologize that this has been your experience
with our company. We want to put forth our very best effort to resolve your
complaint.
Per our policy online as on the back of your
receipt:
Manufacturer Parcel Shipping
Service
Our Manufacturer Parcel Shipping Service includes the following:
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.
The two End tables were delivered on 3/30/23, it
is now 6/5/23 we are past the 7-day return policy to return.
We see you have been working with the stores on
getting the Coffee table exchange. The estimated delivery date is 6/9/23.
You will need to speak with the store manager
Edward Wilson at the Chesapeake location, their phone number is #************. Or
the Newport News location, manager Hannah L******, #************. You will need
to reach out to the location to talk with them on the request.
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
Resolution Supervisor
American Signature Inc.
1-(888) 751-8552
Customer Answer
Date: 06/16/2023
I accept the business's response to resolve this complaint.

Regards,

******* ****
Initial Complaint
Date:05/25/2023
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.
On May 24, 2023, We had our new furniture delivered, except for one piece of the sectional that was due to arrived last part of May or early
June. We observed damages to two pieces and the delivery guy took pictures and said he would send in request to have them replaced.
First, we were told from Customer Service & in store Manager & Corporate ,Office that a repairman will come one week later to inspect &attempt to repair & a report must be sent to determine if it needs replacing.
Then after much complaining,,, Now we are offered to have the missing piece ,& two damaged pieces replaced & we will receive it July 8, 2023. This is so wrong and unfair.
Also, the 5 year Promise Warranty does not recognize/ find US in their System.
Business Response
Date: 05/25/2023
Dear Ms. *******,
Thank 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.
We have set you up for exchange
on 7/8/23, this is the earliest delivery date for the left facing recliner and
the wedge, the right facing recliner is set for 5/31/23. Please note the delivery
dates are subject to change.
I will keep a watch on the delivery
and if I can change the date to an earlier date, I will contact you.
Once you have a successful delivery,
we can look at a discount for the issues.
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:05/22/2023
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.
We purchased a sectional set from value city furniture that was delivered dec 2021. We purchased the extra warranty as well. I believe it was around 2700 and 389 for the warranty which i was told covered Everything except dogs. I filed a claim with the warranty company is march 2023 that EVERY cushion seam was coming apart as well as every pillow. It took them until just the other day to respond. With them denying the claim due to " normal wear and tear" i did some research and almost every review says the exact same thing. That this furniture is just plain junk. I expect that when i put thousands of dollars into something that it is going to last more than a year or 2. I called the store and they said theres nothing they can do. I spent almost 10k$ buying new furniture for my new house that day. They should be standing by their products they sell especially if almost every review is the same. Im tired of dealing with this. I would like a refund or at least store credit to replace this junk i have now.
Business Response
Date: 05/26/2023
Dear Ms. *******,

Thank you for taking the time out to contact us and
share your feedback and concerns. We apologize you are experiencing issues with
your sectional we do understand the urgency to try to resolve. However, the
issue reported is something considered to be normal wear and tear which is not
covered under the extended protection plan. We can offer you the option of
cancellation of the warranty or the option to dispute the denial of the claim which
still would not guarantee approval of the claim. The 1-year manufacturer’s warranty
has expired so any decisions that are determined by the warranty company cannot
be override by Value City. We have sent you the terms and conditions of your
warranty to help you understand what is covered and the process on how to
cancel if you decide to proceed with that option.

If you have any additional concerns, please give us a
call at ************. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays
9:00 AM to 6:00 PM

Sincerely,

Sahara C*****
Customer Answer
Date: 05/30/2023
I dont consider this "normal wear and tear" i consider it poor quality furniture especially after reading ALL the other reviews saying the exact say thing. That all the seams come apart some even within months of owning! A company should stand by the products they sell. And knowing the issues with mine and numerous others you should see that its a very big issue. I shouldnt have to worry if my furniture i purchase from you is gonna last me more than a year. You say you cant over ride what the warranty company says. Yea right. You can do whatever it takes to make a customer happy to continue to earn their business. My bf and i have spent probably close to 20k$ on furniture at value city the last couple of years. But i guess that doesnt mean a damn thing to a big company like you. I dont want 379 back from the warranty. I have other furniture on that warranty. 379$ isnt gonna buy me a new living room set.

Regards,

******* *******
Initial Complaint
Date:05/19/2023
Type:Billing 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 had furniture in layaway from November 2021 until now. I requested to have delivery at the time of purchase. The delivery fee of $179.99 was added at that time. And it was on my initial receipts. I had been making payments since I started the layaway. Each receipt that I received showed my balance once a payment was made. My last receipt from March 2023, had a balance of $200. I visited Value City in Burbank on Monday, May 15, 2023 to pay this $200. While there, I was told that I still owe for delivery. I told the cashier that I did pay for delivery and produced the initial receipt. She called her manager Josie and the Manger argued that I never paid for delivery so she added the $179.99 to my bill and gave me a new receipt after the $0 balance that I received. She told me that the computer somehow dropped the delivery charge without my knowledge. I asked her how is that my fault since her company never made me aware and they should take some accountability for their error. She did not care and was very rude. I called their consumer relations team and they offered no solution as well. So now I am seeking assistance from the BBB. Thank you!
Business Response
Date: 05/26/2023

Dear Ms. *****,

Thank you for taking the time out to contact us and
share your feedback and concerns. We first would like to apologize for your
experience we understand your frustration and we can take this time to utilize
your feedback for internal coaching opportunities. After further review we do see
this has been resolved and your delivery is scheduled for tomorrow 5/27/23 free
of the delivery charge. Thank you again for your patience and feedback!

If you have any additional concerns, please give us a
call at ###-###-####. We are open Monday through Friday 9:00 AM to 7:00 PM and Saturdays
9:00 AM to 6:00 PM

Sincerely,

Sahara C*****
Customer Answer
Date: 06/06/2023
I am going to accept the furniture. I do thank you for all of your assistance.
Initial Complaint
Date:05/10/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Did not receive an item I ordered, was delivered to wrong home according to fed ex pic. Contact value city on 05/01/2023, talked to Katie P*****, she stated it takes about 7 days for a claim, sent me an email requesting a picture of my front porch, it was sent. I'm still waiting. Called this AM 05/10/2023 talked to a Nancy E*****so, she stated the DOS team not answering, believes they open at 1000. Sent me an email with missing item number. Called back did not get any where with this male (language barrier). Asked to speak with supervisor. Tahnee (supervisor customer care), Stated over multiple times they put a claim with Fed EX, waiting on response. Asked if they follow up with FED EX, she stated "we can try to do that." So I questioned her 'try'? They she reread what she stated. Repeated her statement approximately 8 - 9 time Waiting on fed ex to reply back. Writer stated done, I want a refund. Tahnee stated unfortunately cannot do until Fed EX replies back.
Business Response
Date: 05/15/2023
Dear Ms. *****,

We sincerely apologize for any
inconvenience you may have experienced with our products. Our main objective is
to provide our customers with a pleasant and satisfactory purchasing
experience.
Per our information we did finally receive
a response from FedEx. We are issuing the full refund of the accent chair back
to the original form of payment. The refund of $360.79 will take between 5-7 business
days to go back to the Discover Card you paid with.

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,

Tahnee

Customer Answer
Date: 05/15/2023

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

Regards,

********** *****
Initial Complaint
Date:05/05/2023
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.
On March 16, 2023, I made an in-store purchase of a Bridgeport Recliner advertised online. I rented a U-Haul van hired someone to help me pick up the chair and on March 25, 2023 we picked up the chair between 1:00 and 2:00 pm. I live on the second level in my home. It was not an easy task to get that large, heavy motorized Recliner into my apartment. After using the chair I immediately began to see the interior feathers seeping through the chairs cushions. When I called Value City to report what was happening with a chair I paid $1,279.99 for, Shay the woman that answered the phone was very, very disrespectful. Told me there was nothing they would do for me. She was so disrespectful I had to end the communication because my blood was boiling. After contacting the consumer protection agency, they wrote Value City Furniture a letter. I received a another call yesterday 5/4/2023 from another one of the female associates at value city telling me they would do an exchange with no guarantees, and no recourse should the second chair prove to be defective. She was rude and disrespectful to an even higher degree telling me that I must bear the cost of renting a van, hiring someone to help me get the chair down the stairs bringing back the defective chair, loading a new chair and getting that chair up the stairs and she was so disrespectful that I ultimately was unable to resolve the problem. The transaction from the purchase should be complete. If the chair was not defective there would be no need for this interaction. They sold me a defective chair, they should bear the burden of making all things right. The associate I spoke to last was so rude and disrespectful that I ultimately had to hang up on her. Is there any help that the BBB can provide?
Business Response
Date: 05/05/2023
Dear Mr* *****,
While we are disappointed that you did not have a
more pleasant experience with us, we truly appreciate your honest feedback.
Additionally, I would like to personally thank you for allowing me the
opportunity to resolve and address your concerns.
We see you have been working with the store on the
issues also, below are your options:
We see there was a courtesy service done for you. Normally with Tax Exempt orders we do not service, repair, or exchange, due to this being a commercial sale. There are no warranties on Tax Exempt orders.
We see that the store has offered you a onetime courtesy exchange. You will need to bring the recliner back to the store and you can pick up the new recliner.
You can pay for delivery if you would like, and we can pick the recliner up and deliver the new at the same time.
Per our pickup policy on the back of the receipt
and online:
Merchandise Pick-Up
Pick-ups can be made at most of
our locations. To ensure a smooth pick-up of your merchandise, 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 merchandise to be picked up. It is your responsibility to load, 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 and bring your merchandise to the store for service or exchange.
Service Stores do not have the ability to hold merchandise past the scheduled date of pickup. If you are unable to pick up your merchandise on your scheduled day, notify the service store immediately and no later than the scheduled date of pickup.
We are not able to guarantee that there will be no
manufacturer defects, please be sure to inspect on pick up. If there are any defects,
we can investigate further.
Please let us know if you would like to pay for
delivery or if you would like to pick up.
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,
Joy
Initial Complaint
Date:05/03/2023
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 couch that was on clearance.The salesperson told me it was new.When they delivered it the two pieces did not line up correctly.The manager said the would come and get it,fix it and make sure that it lined up right.They only took ONE piece from my house.HOW can you make sure something lines up when you have one piece at the store being fixed and the other piece in the customers house? You can't. They brought it back and of course it did not line up.They offered me 100.00 off the purchase,a refund,or come in and select the same couch at a cost of 500.00 to me.I said I wanted to keep the one I purchased and I wanted it fixed right.They said they had already put to much money into it and refuse to fix it.One side is higher than the other and one side of the back of the couch is 3 inches out farther than the other side and looks horrible.I asked to speak to the CEO or Board Of Directors and they refuse to give me contact information.
Business Response
Date: 05/04/2023
Dear Mr. ********,
While we understand your frustrations, the 2PC
Mario was a clearance purchase.
Per our policy, online and on the back of your receipt
the policy state’s:
Refunds and Returns
Should you wish to cancel your
order, please refer to the following policies:
Refunds may only be made if merchandise is in "as-new" condition. "AS-IS" and "One Only" items are not refundable or exchangeable.
Except where prohibited by law, a 15% restocking fee may apply to returned merchandise or cancelled orders. If a restocking fee is not charged, your refund will include taxes paid and the cost of any additional protection or warranty programs purchased. *
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.
In addition to the foregoing, the following policies apply to refunds "Prior" to Delivery or Pick-Up Merchandise Pick-Up
You may cancel your order and ask for a full refund prior to delivery or pick up. A full refund will be issued to the original method of payment.
To cancel your order, simply call a service representative.
In addition to the foregoing, the following policies apply to refunds "After" Delivery or Pick Up
After your receipt of merchandise, if you are dissatisfied for any reason, you may return it for a full refund, less delivery and restocking fees, so long as it is returned or exchanged within 7 days of pickup or delivery and in accordance with these Terms and Conditions.
To be eligible for a 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, be in their original, sealed factory wrapping, and be in sanitary condition, clean and free of tears, burns and stains of any kind.
Merchandise received by Manufacturer Parcel Shipping
Merchandise that has already shipped from warehouse must be returned 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.
If, during shipment, item(s) has been damaged, customer must call customer care within 7 days of receiving item(s).
Below are your options going forward:
Return for full refund.
Reselect to a different piece and you are responsible for difference.
Or we can refund you $100.00 to keep “As Is”.
Please note that the options will expire on 5/18/23,
please call the store with the decision or you can also call our Customer Care
Team.
We are not able to give out internal numbers or
emails.
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: 05/05/2023
I am rejecting this response because: I was told by the sales person that even though it was a clearance couch it still had a one year warranty.They refuse to honor their warranty. This is bad for public relations.I will be also filing a complaint with the WV Attorney General.

Regards,

***** ********
Initial Complaint
Date:04/25/2023
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.
On 12-6-2022 a couch I purchased was delivered. Upon delivery a small imperfection was noticed but it was hard to tell what it was. Delivery employee took a picture. My wife looked at it and it was a small hole in the couch. On 12-9-2022 I contacted customer service and spoke to an employee named Ashely K***. They wanted additional pictures beyond what the delivery guy had taken, but they refused to send someone to look at the couch in person. I had problems upload*** a pic to them, but I finally got a pic to go through, No response from Value city. On 12-22-2022 I reached out to value city by email once again with the follow*** employees on the email. Ashlee K***, Matteah T*****, Crystal M****, and Jeffrey M*****. I wanted to know what was go*** to be done about my couch and I wanted it taken care of. However, to this date (4-25-2023, almost 5 months later) none of these employees have or any other representative has responded back to my requests to have the hole fixed in the couch that I bought. At this point I either want a brand new couch and inspected to ensure no defects are found, prior to be*** delivered to me free of charge or Value City can either refund me the full purchase price includ*** delivery and tax for the couch with a hole in it. I did not appreciate my request to have the couch repaired be ignored by the store's employee.
Business Response
Date: 04/27/2023
Dear Mr. *******,
While we are disappointed that you did not have a more pleasant
experience with us, we truly appreciate your honest feedback. Additionally, I
would like to personally thank you for allowing me the opportunity to resolve
and address your concerns.

Please send the images that you have sent to the store, I do not
have access to them. Please respond back to the email that was sent
to you.
As soon as I have the images, I can look at what I can do 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
Resolution Supervisor
American Signature Inc.
###-###-####
Business Response
Date: 05/05/2023
Dear Mr. Bowl***,
While we understand your
frustrations, I have discussed the issue with our upper management team here at
corporate. These are the only options available.
The discount to keep “As Is”, for 40% off this is $280.00.
This is the maximum amount that can be given.
Keep*** “As Is” will void the 1-yr limited warranty.
If you would like an exchange, we can offer you 20% off this
is $140.00 and we are deliver*** a new Callie sofa. This is the maximum
amount that can be given with the exchange.
We cannot compensate you for missed hours at your work. We
can set the delivery date on a day you are off work, or you can have
someone over the age of 18 that can accept the delivery.
The
1-yr limited warranty starts from the date of the first delivery, the
expiration date is 12/6/23. This will be the same on the exchange.
Once again these are your only options.
If you have any additional questions, please
feel free to respond to this email or call our Corporate Customer
Care Center at (VCF) (888) 751-8552/(ASF) (888) 751-8553.
Our office is open from 9am - 7pm EST Monday through Friday, and Saturday 9am-7pm
EST.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
1-(888) 751-8552
Customer Answer
Date: 05/05/2023

You keep sending the same message over and over. I have explained to you several times what I will accept, and you have not fully met those expectations. I will accept a new replacement defect/damage free exact sofa, delivered, and $300 compensation for my wasted time. You are offering $140. Increase that $160 to $300 and we can say this is resolved. Once everything is fulfilled.

Regards,

Danny Bowl***
Initial Complaint
Date:04/20/2023
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.
April 20, 2023
When my online furniture order was delivered on March 28,2023 and April 06, 2023, I noticed tiny dings on the drawers and side of the Chest. I sent an email describing the damage and photos to Tyra G******* I received no response. On April 15, 2023, I sent a message and photos to Sales Manager Ryan. I suggested that the furniture should be repaired to look new or REFUND 20% of the total paid for the damaged furniture. Upload options do not allow me to attach emails I sent to Value City Furniture. So, I uploaded photos of the damaged drawers.
Business Response
Date: 04/21/2023
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.
Your refund for the damaged chest will go through
today and it can take 3/5 business days 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

******* ********
Customer Answer
Date: 04/26/2023
I want to update my complaint against Value City Furniture (VCF) in Fairview Heights, IL. I received the $150.00 refund for the damaged Chest. However, the technician for VCF phoned me this morning and stated that he could not come to my home today as scheduled because his car broke down; the appointment was rescheduled for Wednesday, May 3rd between 3-7pm.

I want to be clear. If the nightstand is not repaired at all and/or to my satisfaction on May 03, 2023, I will expect a 20% refund for the damaged nightstand just as I received for the damaged Chest. The same condition applies to the unleveled Dinning table.

Please send this complaint update to your Dispute Resolution department and instruct them to share this email with Value City Furniture.

Business Response
Date: 05/01/2023
Dear Ms *******,
We have refunded the 20% to keep as is. The refund
can take 3/5 business days to reflect on the card.
The service has been canceled.
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: 05/01/2023
I accept the business's response to resolve this complaint.

Regards,

******* *******
Initial Complaint
Date:04/20/2023
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.
On February 19th I made a purchase of $3070.85 which included delivery and set up of my furniture. On February 23rd it was delivered and dropped off in my living room with no set up what so ever. I called immediately to the store once I realized a piece they delivered was not operable and the response I got from Jeff the manager is to make sure it was plugged into the wall and the power switch is on. He eventually stopped answering our calls that day so we went in store. I showed him the piece we had and explained to him in detail on how it doesn't work. He flipped the floor model over and punched a hole in the bottom of it to say well this one looks the same inside as well. He had no solutions to fixing our furniture. The warranty doesn't cover furniture that was delivered broken. Finally after speaking to a different manager they sat up a repair appointment. They offered to "order imported parts". It's now April and my furniture is still inoperable. The store said it would take 12-16 weeks for repair parts. I asked if they would order me a new console instead and they refuse because it may come in a different color. I have a credit card payment every month for this broken furniture and this isn't the outcome I was expecting with spending such a large amount. The outcome I'd like at this point is a total refund for the horrible customer service and products we received!
Business Response
Date: 04/20/2023
Dear Ms. ******,
While we understand your frustrations. There have
been delays in obtaining parts, materials, manufacturing the merchandise and
transporting these goods to our facilities. The parts can take 12/18 weeks, the
part has been ordered on 3/8/23. Once the part is in the store will ship the
part to you and will set up a service to repair the item.
Per our policy online as well as on the back of the
receipt, the “One Only” items cannot be refunded or exchanged.
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.

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,
Joy
Customer Answer
Date: 04/21/2023
I am rejecting this response because: The item purchased wasn't a "one only" item. It's listed on the website. I provided a picture of my furniture as well as pictures of your website and my review that went unanswered. You delivered broken furniture and refused to make it right! I purchased this in February and you were aware of the issue on the delivery date! The manager of the store did nothing to help. I will take this to Lucas County's small claims court if you don't make this right.

Regards,

****** ******
Business Response
Date: 04/21/2023
Dear Ms. ******,
This sectional was purchased out of our clearance
section, this is a “One Only” item for the amount of $2300.00. Online the item
is $4, 079.94 this is with 15% off.
The parts can take 12/18 weeks, the part has been
ordered on 3/8/23. Once the part is in the store will ship the part to you and will
set up a service to repair the item.
Per our policy online as well as on the back of the
receipt, the “One Only” items cannot be refunded or exchanged. Please check the
receipt for the information on a “One Only” item.
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

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American Signature Inc. is NOT a BBB Accredited Business.