Complaints

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

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• 

  American Signature Inc.

  4300 E 5th Ave Columbus, OH 43219-1816

• 

  American Signature Inc.

  5600 Britton Pkwy Dublin, OH 43016-1274

• 

  Value City Furniture

  451 Clairton Blvd Pittsburgh, PA 15236

• 

  Value City Furniture

  1400 Park Manor Blvd Pittsburgh, PA 15205

• 

  Value City Furniture

  20111 Route 19 Suite B Cranberry Township, PA 16066

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:04/20/2023

  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
  
  

• 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*******