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.

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:04/14/2023
Type:Service or Repair 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 placed an order with American Signature Furniture on 11/28/22 for a leather sectional (5 pieces), paying over $6K. Furniture was on back order until 2/2023. Delivery was scheduled for 2/23/23. A few days before before the delivery date, I received a call stating my furniture was delayed until 4/2023 and we would receive a LOANER piece/furniture of the exact piece I ordered. I agreed to the loaner. Well, on 4/7 I received a call to schedule delivery of my sectional. Delivery team arrives and they bring only 2 pieces of my new sectional. Of those 2 pieces, the charging station doesn't work on one1and the other piece is not a reclining piece. Not too mention that these 2 new pieces do not color match the other 3 pieces. I called the store and spoke with the Manager, Todd, and complained. He proceeded to tell me that we already had part of our sectional on the first deliver back on 2/23. No one told us that!!! He proceeded to tell me that it would not be until 6/2023 until receive the correct reclining piece and a new working charger piece. Seriously!!! I paid $6K to get a piece mealed sectional that doesn't match or work or have all the correct pieces I paid for. I'm done. I didn't piece meal them my $6K or push back the date of payment. This is unacceptable! If you can't deliver then stop taking customer's money!!!! Not once have they offered any compensation/reimbursement for the inconvenience. If you can't offer at least a 50% discount refund them I want a full refund!!!
Business Response
Date: 04/22/2023
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 this complaint.

We understand how it can be frustrating
not to have your products delivered on time. If you would like for us to move
forward with a return, we will honor a full refund once the products are picked
and returned to the store. Please let me know if you would like to proceed with
a return.
If you have any further questions
or concerns, you may contact our Corporate Customer Care Team at ************
or you may contact your local store location.
Sincerely,
Dominique

Customer Answer
Date: 04/24/2023
I accept the business's response to resolve this complaint. The local business handled the situation. No pickup or return needed.

Regards,

***** ******
Initial Complaint
Date:04/13/2023
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.
The mattress sinks in the middle. We were told to keep it a little longer. I am 84 yrs old I would like a good mattress.
Business Response
Date: 04/14/2023
Dear Mr. and Mrs* *******,

   We sincerely apologize for any
inconvenience you may have experienced. We want to put forth our very best effort
to resolve this complaint.
   We do apologize that your mattress is
sinking. Per the warranty from the manufacturer, the item must meet a
depression/indentation of at least 1.5 inches to be considered defective and
qualify for a replacement. Currently the
depression/ indentation depth is 1.25 inches.
    At this time the item is not considered
defective and does not qualify for a replacement.
   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. Thank you for your understanding and your continued
support.

Sincerely,

Tahnee
Initial Complaint
Date:04/13/2023
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 ordered a king mattress from VCF that I already liked because I had the queen version.
This was the Dream Relax Soft King Mattress
Mattress delivered on 12/21/2023
Reached out on 1/3 that it is the wrong mattress, was advised to wait 30 days
Reached out on 1/25 that it is the same, advised that I did not purchase mattress cover on same purchase so cannot do anything
I replied that it is the wrong mattress and they need to fix this
1/26 advised they'd send out a technician
Technician came on 2/7 to inspect mattress
Technician called my phone on 2/15 and said he forgot to get photos of the tag and asked me to text them over
on 2/17 I sent photos of the tags and technician started inappropriately texting me
3/17 still no update from VCF so followed up in an email saying it'd been a month and I need an update
3/24 still no reply so followed up again
3/29 received a reply that this is still being processed
4/10 followed up that it has been almost 2 months
4/11 advised that service tags were not attached and so there is no reselection
I advised I have proof that service tag photos were sent
4/12 advised that since their technician didn't submit the photos they will not do anything (the same technician that called my personal phone asking me to submit tag photos and then started texting me innapropriately)
Business Response
Date: 04/18/2023
Dear Ms. ******* **********

Our intentions for our customers, is to have a
pleasant purchasing experience with us and understand it is an exciting time. Therefore,
please accept our apologies.

Your information has been reviewed and I do understand
that you believe that you have received the incorrect mattress. However, there
are no indications per the service that was provided to try to determine this
or the delivery that you have received anything other than what was ordered. I
have attached a picture that was uploaded from your delivery.

It is also understood, since it was purchased on our
website it may not be quite what you anticipated but a return and refund cannot
be offered for this mattress.

We apologize again for this inconvenience and overall experience.
If you have any further questions or concerns, you may contact Customer Care at
###-###-#### Monday-Friday 9AM-7PM EST and Saturday 9AM-6PM EST.

Sincerely,

Tracy C*****
Customer Answer
Date: 04/19/2023
This is not acceptable. I had this SAME mattress in a queen and it is night and day how different it is. The King mattress delivered is a ROCK. I did not pay $1,300 for a rock. I payed for a soft mattress. I truly don't know how any business is ok with doing this to someone. At first, all I asked was for them to send me the correct mattress and they have been horrible to me for their mistake! (#1 not the right mattress, #2 sending a technician into my home that did not do their job and then proceeded to text me inappropriately).
Also, the company's previous response and reasoning was that their technician did not submit photos of the tags. The technician did not do their job to submit tags and also was texting me inappropriately. When I did not respond to the technician after their inappropriate messages, they could have gotten mad and tried to sabotage my complaint. I am being blamed for their technician not doing their job in the first place. How is any company ok with this happening? They need to make this right.

Regards,

******* **********
Business Response
Date: 04/25/2023

Dear Ms. ******* **********

I am requesting more time to look into your issues
about the inappropriate contact you may have received by the service
technician.

I did try to call you to get more information about
this and will be following up with you about this.

As for the mattress, we can discuss this as well once I
am able to speak with you.

We apologize again for this inconvenience and overall experience.
If you have any further questions or concerns, you may contact Customer Care at
###-###-#### Monday-Friday 9AM-7PM EST and Saturday 9AM-6PM EST.

Sincerely,

Tracy C*****
Initial Complaint
Date:04/12/2023
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.
Ordered a 7 piece bed set for confirmed delivery on 3/31/23. Delivered the set with missing bed rails. Called and spoke with Nicole at the local store and Joy in corporate on 4/15 ensuring me that the remaining pieces would be delivered on 4/12. Only temporary frame arrived on 4/12. Spoke to corporate with no firm date and was advised I couldn’t return even though the failed to provide me my order on my original date. Not in my control with their policy to return. Asking for a firm date of my rails and full refund compensation . Customer had to push moving and endured financial burden due to their failure to provide the order.
Business Response
Date: 04/14/2023
Dear Ms. *******,

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 that the rails are set for delivery 4/19/23, we
do apologize on the delays.

Once the rails are delivered, we can look into a discount
for the delays, we cannot deliver the product and issue a full refund. We do see
we have issued a refund on the issues you are experiencing on 4/1/23.

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: 04/17/2023
I am rejecting this response because:
I want to see what the issued compensation is once the rails have been delivered and ensure my refund is fair based on the multiple delays I received. Additionally, not accepting because I have been promised the rails and the did not show last week.

Regards,

****** *******
Business Response
Date: 05/01/2023
Dear Ms. *******,

We see that you have talked to the store and there was
a discount given. The refund was done on 4/20/23.

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
Business Response
Date: 05/01/2023
Dear Ms. *******,

We apologize for the oversite the $1.57 of sales tax
has been refunded, again this can take 3/5 business days to reflect on the
card.

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: 05/03/2023
I accept the business's response to resolve this complaint.

Regards,

****** *******
Initial Complaint
Date:04/10/2023
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 daybed. Had it delivered and assembled at home. Shipping guys damaged the brand new bed and didn’t put it together properly. Trundle squeaks loudly and takes 2 female adults to struggle to get it open. Called the store, submitted the photographs and explained about the trundle and they agreed to a refund and they would pick it up. They sent the same guy who put it together to pick it up. With a perceived attitude he asked what happened and was told. Got offended said he coul just leave and did just that. Left the bed here in my home and left. I tried calling value city right after and was told the delivery guy said he was threatened and we called the cos on him (that never happened and can be verified with the local police department). I was told they could no longer talk to me and a supervisor/manager would have to call me. It’s been 5 days and no one has been in contact.
Business Response
Date: 04/15/2023
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 4/6/23 a return was scheduled on the serena daybed.
The delivery team arrived for the removal, and they were told not to remove the
bed by a woman stating to be your mother. The local police department was
contacted on 4/6/23 and sent to the store that the purchase was made from. The
police officers spoke with the manager on duty, about a complaint being made.

Unfortunately, we would not be able to send a
delivery team to come back and remove the bed, due to the delivery team being
told to leave and the police being called.
We will still honor the return of the bed for a
full refund, but you will have to bring the bed back to the local store. You will need to return the bed back to the
store by 4/31/23 for a refund.
Best,
Dominique B*******
Initial Complaint
Date:04/06/2023
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.
Our furniture broke after 2 months they came out to assess the situation and said it would be at least 8 weeks to get it fixed we waited almost 4 months before anything happened I called and they said it couldn’t be fixed and the couch was discontinued so we could get a brand new couch with a gift card or we could return the old one and get our money back. We don’t have time to return it and never told we had to return it in the first place. We spoke to the store manager who said we could get a gift card but was advised we never needed to return it. Well in this time frame another part had broken on the couch and the manager said we could give you the money back for that piece but then we would have to file another claim for the 2nd piece that was broken and wait another 6 weeks.. We paid a total of $3,659.37 on June 2nd 2022 and we would just like to get a full refund for the couch because of how inconvenient to not have a working couch and we don’t have the time to return it to the store. Also all the time being spent looking for a new couch we don’t want to give them the business if they issue us a gift card.
Business Response
Date: 04/06/2023
Dear Ms. ******,

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.

Below
are your options in this case:

You can return the sofa for instore credit of the full
invoice.
You can return the sofa for a full refund less the
15% restocking fee.
Or you can keep the right facing sofa “As Is” for a
refund of this piece.

These
offers will expire on the end of day 5/1/23. We cannot permit the refund with
out the piece.

If
you have any other questions or concerns, please contact our customer care
department. Our telephone number is ***** ********.

Stay
safe and take care!

Sincerely,

Joy
Initial Complaint
Date:03/30/2023
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 all the furniture from this company on 07/03/14. At this time, the sales clerk advised me to purchase an Extended Protection Plan together, and I don't remember the warranty period exactly. However, if the service is not used during the warranty period, it will be changed to store credit. The store staff confirmed that the amount paid for the Extended Protection Plan was $189.98 to the phone number listed on the receipt in last month and it would be converted to store credit. After selecting new furniture in the same store, I was going to make a cash payment, including the Extended Protection Plan store credit payment. But the store manager refused to make a payment with an extended protection plan credit. She can't even find my purchase. They can't find my furniture purchase history in their system, but I have a receipt to prove it. So, I want to get back the $189.98 I was paid with the extended protection plan.
Business Response
Date: 04/03/2023
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.

Reviewing your order, your purchase was made for our Pure
Value, 3-year, protection plan in 2014. This is before we had a rebate program.
This purchase does not qualify for any type of rebate/in-store credit.

Due to the miscommunication on our end, we have
elected to honor the amount of the protection plan as a
discount on your next order as a one-time courtesy. Please bring your
original receipt into your local Value City/American Signature location for
redemption. Updated notes have been put on your invoice to reflect this
allowance.

For protection plans sales after 2014, we switched to
Pure Promise. This is a different protection plan that lasts for five years and
includes a rebate if no claims are made. More information can be found in stores
and online under FAQs.

We apologize for any inconvenience you may have experienced.
If you have any further questions or concerns, you may contact our corporate
Customer Care at ###-###-####.

Sincerely,

Olivia P
Customer Answer
Date: 04/04/2023

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

Regards,

********* ***
Initial Complaint
Date:03/30/2023
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 purched a table on 2/19/2023 Picked it up on march23/2023 the table was cracked and a leg was also cracked. They refuse to send me a replacement. They said on my recite it says that I need to bring it back. It doed not state anthing on my recite about that.
Business Response
Date: 04/04/2023
Dear T***** *******

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 3/30/23 The GLENDALE 6PC KITCHEN ISLAND was
reported that the tabletop and leg was damaged. The agent advised you to send
in pictures. The agent advised you that for a replacement you would have to
return the items back to the local store for a new replacement. The call was
transferred to a resolution supervisor that explained the pickup policy and the
replacement approval.

Our pickup policy states- Once picked up, if you
discover damages to your merchandise, you must notify store personnel within 7
days of taking possession of the merchandise to be eligible for a refund or
exchange. It will be your responsibility to return any merchandise to the store
for service or exchange. It is your responsibility to properly secure and tie
down merchandise to your vehicle.

Please advise
if you would like to move forward with a replacement or if you would like to
return the order for a refund.
Please contact our office at ###-###-####
Monday-Friday 9-7 Est. Saturday 9-6 Est if you wish to replace this order.

Sincerely,
Dominique B*******
Initial Complaint
Date:03/30/2023
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.
Purchased a lift chair that was delivered on November 17 2022. The seat is sinking and remote control works sporadically. Contacted and repair came to our home. Said chair was sinking due to material and not a warranty issue. Said remote needed to be in a surge protector. So I put remote on surge protector and it still works sporadically. I did not ask to return. I asked to repair or exchange. Manager refused. Basically said not their problem. We paid a total of $1,274.00 for this chair. My dad is a 91 year old veteran who is blind and has had a stroke. He uses this chair all day everyday.
Business Response
Date: 03/31/2023
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 2/6/23 a service technician was dispatched for
a service call on the TRI POWER LIFT CHAIR. The technician’s report included an
inspection being completed with no manufacturing defects.
There were no reports
made on the remote. We are happy to schedule
a service technician to come back and inspect the remote, to see if it needs to
repair or replaced.
If you have additional questions, please contact
me.
Sincerely,
Dominique B*******
Customer Answer
Date: 04/03/2023
I am rejecting this response because: I want to exchange the chair. Fixing the remote will not fox the sagging seat problem.

Regards,

**** ******
Business Response
Date: 04/12/2023
Dear **** *******

We are not able to approve an exchange for THE TRI
PWR LIFT CHAIR. Based on the technician’s
report, there are no manufacturer defects.
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.
As we advised you in the previous letter, if you
are experiencing problems with the remote. We can set up a service technician
to come out and access the problem. There was no report made by the technician
on the last visit. The service report was only on the TRI PWR LIFT CHAIR.
Sincerely,
Dominique B*******
Customer Answer
Date: 04/13/2023
I accept the business's response to resolve this complaint.

Regards,

**** ******
Initial Complaint
Date:03/30/2023
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 originally made a purchase online for a kitchen dinette set, I decided a few days later to cancel the order before it would have been directly shipped to me. I spoke to customer service and the Monroeville value City store representatives (3/17)and was told they would try to get a hold of the company who would be shipping to me directly to cancel my order. I called back two days later (3/20) to see if the shipment was cancelled. I was told no one called anyone and it was too late. I was told I would have to bring back this dinette set myself for a refund. Customer service said the item would be delivered 3/23. The item was not delivered so I called customer service back and said .,, if it’s so called been shipped why isn’t it here and it could have been cancelled since I was supposed to receive the item a week ago. Again I was told since it’s a direct shipment there was nothing that could be done and apparently the item was going to be delivered 3/27 now. The item for the 3rd time still has not arrived and there is no delivery updates on the item.

This is ridiculous. I have called Value City several times to only get the same answer and they can’t just call whatever company they are using to just return the item to the Monroeville location. I have not received any updated emails on the item and it’s still had not been delivered. I want a full refund and the item returned to the store by value city.
Business Response
Date: 04/03/2023
Dear Ms. ****,

     We sincerely apologize for any
inconvenience you may have experienced. We want to put forth our very best effort
to resolve this complaint.

   We have rerouted the item from the freight
company to the nearest store location. This item will not be delivered to your
home. We were able to verify that you did reach out to the store location on
3/17/23 as you stated. For this reason, a full and complete refund will be
processed once the item has been received at the store location and processed
back into the system. Once the refund has been processed, we will email you to
let you know.

         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. Thank you for your understanding and your continued
support.

Sincerely,

Tahnee
Customer Answer
Date: 04/12/2023
I have been calling customer care service line several times with no solution to this situation. I seen I wasn’t even credited back the dinette set price. I called 4/12 again to customer service and this time had to give the value City card number to the representative to credit the dinette set. Shouldn’t this have been done a week ago? The communications with VCF is horrible. The representative told me I should still make a minimum payment so I’m not charged a late fee?! That makes absolutely no sense because my account should have been updated a week ago for all furniture returns and a balance of zero dollars. I need a confirmation email from VCF stating my account has been fully credited. I can’t trust customer service because I have not received any written correspondence from VCF regarding this order.
I’m hoping corporate VCF will email yme confirmation that my account will be a zero balance. I have never had this type of problem with any other furniture company.

My phone number is ************
****** **************

Regards,

******** ****
Business Response
Date: 04/14/2023
Dear Ms. ****,

     We sincerely apologize for any
inconvenience you may have experienced. We want to put forth our very best effort
to resolve this complaint.

   We sent an email out with this information
to you on 4-12-2023 from [email protected].
The refund was delayed due to the time it took to get the items routed to the store
location and needing the card number to process the refund. You reached out to
Customer Care with this information before I had a chance to reach out to you.

    The full
and complete refund of $1643.49 was submitted on 4-12-23. If this is the only
purchase you have made with the store credit card from ********* Financial, and
you have made any payment towards your balance, you can reach out to them after
7-10 business days to request the overage be refunded to 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. Thank you for your understanding and your continued
support.

Sincerely,

Tahnee

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