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

894 total complaints in the last 3 years.
298 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:02/20/2023
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 two couches (one two piece loveseat and another 3 piece couch). They are honestly the worlds worst couches. I’ve ordered 90% of the furniture in my home from VCH. Never this awful quality. After a couple weeks the seats would bunch up (and continue to do so). Even after fluffing the couch it’s a matter of seconds until the seat dips low and the back area puffs up. I am so angry regarding the quality of this purchase. I wish I was warned instead of sold on this. It is the most uncomfortable couch. There’s no comfort in this whatsoever and I instantly have a back ache when getting off this. It is in our family room. If it was a living area, different story. We were not warned that this is def not made for everyday use. If we had been told this isn’t family room material we would not have purchased and would’ve purchased the alternative option (the less down couch same style)

I’m so upset, we even purchased the warranty for the furniture. I don’t want any replacements. I would’ve preferred to get the similar style that is made for an actual family room for ever day use. I’d like a refund or exchange because I was happily investing in new furniture, but i was not made aware that this is not an everyday use, family room appropriate couch set. It looks great but once you sit on it, so awful. I slept on the couch for two nights and pulled a muscle in my neck and back. Had we been warned we would have moved forward with the other similar set (not feathered). I’ve sat on other feather couches from your competitors and none seem to be as uncomfortable as these and they don’t require as much work, I have to continually fluff the couches and pillows all day. Incredibly difficult to do multiple times per day. And they still are not ideal for lounging. Please assist in someway. We always purchase through VCH but we feel deceived in this purchase. It should have a warning attached to this set.
Business Response
Date: 02/25/2023

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.

However, I am not able to locate an invoice with the
information that you have provided. I have called the phone number listed on
the complaint and have sent and email as well. I am waiting to hear back with the
name on the invoice, the phone number on the invoice, the actual invoice number
and or the store where the purchase was made.

Once the invoice is located, I would be able to look
into this and assist you further.

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:02/19/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,

I purchased a sectional sofa on January 28, 2023 from
VALUE CITY FURNITURE
**** ************* ** ***** **** ******** ****** *********, KY 40503
###-###-####

I decided to purchase the sofa based on the dimensions provided to me by salesperson Jesus M******, and scheduled the delivery for Thursday, February 2. However, on January 30, I realized that Mr. M****** had given me the dimensions for a right-facing sectional instead of providing dimensions for the left-facing sectional which he actually sold me. This proved to be a critical error, so I immediately called the store and talked to several different people to request an immediate cancellation of the transaction. Mr. M****** was unavailable at the time, but I was assured that the transaction had been cancelled by the manager and that I would NOT be charged. Then on February 2, 2023, I received a text message from Value City Furniture informing me that my order was out for delivery. I responded to the text to inform the sender that the order had been cancelled and immediately called Value City Furniture again. Again, I was told that the order had been cancelled and that the delivery confirmation I had received via text was auto-generated on the day of the initial sale. I asked for a confirmation of the cancellation in writing, provided my email address, and was told that I would receive the email shortly. I did NOT receive a confirmation email, but I stopped receiving text confirmations regarding the delivery and assumed that the order had indeed been cancelled.

You can imagine my surprise when on February 4, I received an email indicating that the sectional had been "returned", not CANCELLED, and also indicating that I had been charged for the delivery as well as a restocking fee. Included with the email was a tracking number. When I tracked the "delivery", the internal tracking document indicated that "no item was found" and that "delivery was not scheduled". Again, I called the Nicholasville store and was told that the charges for the delivery and the restocking fee would be reversed in the system within 2 to 3 business days.

As of this writing, ********* **** still reports that I owe $400.19. This is unacceptable, and I have disputed the charge with ********* ****.

I cancelled the transaction BEFORE the sectional was shipped, and Value City Furniture's internal tracking system also confirmed that the sectional never shipped.

I respectfully request a complete refund for the delivery and restocking fee immediately.

Please advise.

***** ****** ###-###-####
Business Response
Date: 02/25/2023
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 2/20/23 a refund was processed for $400.19 back
to your Synchrony card.
Please allow 3-5 business days for processing.
If you have additional questions or concerns,
please contact me.
Sincerely,
Dominique
B*******
Initial Complaint
Date:02/19/2023
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 am filing a complaint again Value City Furniture. They sold me defective merchandise and I want them to pick up and refund my money. I’ve attached a letter with details. It’s too large for this area so the complaint is here in an attachment title: COMPLAINT.
Business Response
Date: 02/22/2023
Dear *******,

I want you to know how much we appreciate your
business and consider you a special customer. Of course, we want you to be
completely satisfied with all your purchases and we are deeply sorry that your sofa
did not meet your expectations.

Thank you so much for speaking with me. I hope the
resolution we came to will not only meet but exceed your needs.
Your sofa has been scheduled for pick up on the agreed
upon date.

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
Initial Complaint
Date:02/18/2023
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 buffet on the VCF website on 10/27/2022. It came on 11/7 and there were pieces missing as well as the front frame and top of buffet badly damaged. I offered to return the product if they could come and retrieve it and I was very rudely told it was my problem and I had to bring it in myself. I expressed how I am an 100 pound women who could not lift this nor carry it and was told it was "my problem". After multiple attempts to get new pieces sent, I finally has put in touch with a manager named Sandy who sent the new pieces. She even offered me a partial refund for the experience we had with trying to get the new pieces (we never saw that refund). The new pieces arrived on 11/21/2022 and again were damaged. I contacted the company for over 3 weeks to try and rectify it via email and by phone and to no avail no one tried to reach out. I now have a piece of furniture that costs almost $800 and they are fighting this with my credit card company who I am disputing the charge with. I just want my refund and they can come and collect the furniture. This truly has a nightmare after purchasing furniture for them for over 16 years.
Business Response
Date: 02/23/2023
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.

We have attempted to send parts for your damaged
buffet multiple times, and we acknowledge that the parts keep arriving damaged.
Since we are unable to provide you with merchandise that is within manufacturer’s
standards, we are allowing a return for a full refund outside our 7-day return
window.

Please return the merchandise to your nearest Value
City Furniture to receive your full refund.

Our return policy for Merchandise Received By
Manufacturer Parcel Shipping can be found on our website under Refund &
Exchange Policy. As it states: “Merchandise that has already shipped from
warehouse must be returned to your local store in original condition for a
refund.”

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: 02/23/2023
I am rejecting this response because: I am not able to list a buffet cabinet nor fit it in my car. If company can send one of their trucks for the return that would be appreciated.

Regards,

******** *******
Business Response
Date: 02/24/2023
Dear ********,

We want to put forth our very
best efforts to resolve your complaint.

I have attached the policy and services listed for our
Manufacturer Parcel Shipping Service below.

-Free Shipment of furniture
to your home
-Merchandise is delivered
through a variety of national or regional carriers, such as but not limited to:
FedEx, UPS, and Ground Freight Expeditors.
-Merchandise is shipped
ground and can take up to 5 days to be delivered depending on your location
-After an order has
shipped, tracking information is emailed to your registered email address
-If, during shipping, your
merchandise has been damaged, you must notify store personnel within 7 days of
the date of delivery.
-Item(s) shipped via
manufacturer parcel shipping may be cancelled for a full refund up until the
item(s) ships from warehouse. 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). Find your nearest
store here.

Because the item was shipped for free by a third-party
service, we are unable to meet your request of sending someone out to pick up
the item.
Due to the merchandise and replacement parts both
arriving damaged, we will allow a return outside our 7-day return window. The
damaged item will not incur a restocking fee.

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: 02/28/2023
I am not able to afford to hire movers nor am I able to lift this piece of furniture nor fit this in my car. I saved for 2 years to purchase this as a birthday present for myself. If I am not able to get assistance from the company for their damaged item that was sent to me twice now both with severe damage then I'd like to ask for both the top of the buffet as well as the front piece to be shipped to me so I may be able to use this furniture. I'd truly appreciate any help I can receive.

Regards,

******** *******
Initial Complaint
Date:02/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a couch, lamps, table and stools at the time of purchase I was told to pay an extra 80 for lifetime protection that covered any stains or issues with all the products I purchased.

I have an issue with my table top bubbling up called the store. They said they cannot help me. That I only purchased coverage for stools which is incorrect.

I was told I bought this protection and it lasted alifetime for all the products I purchased
I feel I am being scammed and now have a table that is defective and cannot get any help with this. It is not even 2 years old
Business Response
Date: 02/20/2023
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.

Upon reviewing your order, we
show the Pure Promise 5-year protection plan was purchased for the Charleston chairside
table and the 2 Hampton upholstered counter stools only.

Due to the 1-year manufacturer
warranty has expired 7/17/2020 and 9/19/2020 we are unable to cover. If you’re
having issues with the items mentioned above, you can file claim with Pure
Promise within 30 days of damage. However, Pure Promise was not purchased for your
2-piece Ricardo sectional, New Hampton Kitchen Island, and Chandelier 28” table
lamps.

We offer a third-party servicing
company ********* ******** ******* which services items with a $80 inspection
charge. If you would like to speak with Furniture Solution Network regarding
Service you may contact them at ###-###-####.
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,

Micole
Customer Answer
Date: 03/01/2023
I am rejecting this response because: I purchased all the furniture at the same time. It was bought during the pandemic and i feel I was misinformed. I had been in the store for quite some time and I truly believe I was misinformed just for a sale.I was told specifically by the salesclerk that all items were covered under the protection plan that I was told I paid for. I would not only pay for a few stools and an end table, I purchased 6 stools a kitchen island a couch lamps and two tables. That doesn’t make any sense. Secondly I was told since I purchased the protection plan on the prior furniture that there was no need to pay for it again.

I was informed that it covered all the furniture for a lifetime once you purchase that protection plan against tears, rips, etc.I regret that I did not take the additional time to review and question every detail on the purchase order and feel strongly that I was taken advantage of. I am not asking for much just help with the faulty table top that has bubbled up, mind you it was the second one that your company had to deliver to me due to the first delivery was completely broken but the delivery men wanted to still bring the initial table so I had something. I am extremely disappointed that you are not concerned with your staff, how they have handled this and how customers are being mislead. I take very good care of all my furniture and this is not my fault. I do not feel satisfied or assisted in anyway.

Regards,

***** ********
Initial Complaint
Date:02/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a couch for my son at Value City. It was 1,496.00 I bought the extended warranty which was suppose to cover damage, stains, etc. after a year of the manufacture's warranty. This was 229.00 4 days after my son got his couch delivered, he pushed it to move it and plywood on the arm broke. I called the store, spoke to the salesperson who sold me the couch. He said to use my Pure Promise warranty. I did. What he did not tell me was it should have been covered under manufacture warranty and I shouldn't have had to use my pure promise. A technician came out to look at the couch. They decided they would replace it. It has yet to be replaced. They also stated that we had to buy another pure promise warranty because we have a new couch and the first one didn't cover the new couch. The couch was purchased 11/25. My son is still waiting for the couch to be replaced. I called the store and talked to the manager, wanting to know why the Pure Promise was not explained correctly to me. She hung up on me. I tried calling back for a week; never was able to speak to the manager.
Business Response
Date: 02/17/2023
Dear Mr. **** ******,

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.

Upon viewing you
order we show that your 2-piece Milo Sleeper Sectional is showing a return and delivery
for 2/28/23. However, Pure Promise cannot be transferred. You will be contacted
48 hours prior to delivery with a 3-hour time frame window and the day of delivery
you will be notified 30 minutes prior to arrival.

Manufacturer warranty
only covers manufacturer defects, and any accidental damages and stains is
considered customer caused, which will have to be filed through your extended
warranty service within the first 30 days of damages.

If you have any
additional questions, please feel free to respond to this email or call our
Corporate Customer Care Center at ###-###-####. Our office is open from 9am -
7pm EST Monday through Friday, and Saturday 9am-7pm EST.

Sincerely,

Micole
Initial Complaint
Date:02/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a recliner, love seat, and entertainment center fire place from Value city. Once delivery was made we noticed the love seat was making noise. We contacted value city and they scheduled a repair man out 2 weeks later. When he arrived with no tools and a foul mouth in front of my daughter he suggested putting a towel In between to stop the noise. We contacted the store the next day since that was not a solution after spending the amount of money we did. My wife was treated rudely by their customer service rep so I contacted my sales rep. He gave me the name of the general manager Patrick. I left several messages and never got a return call from him. I have text messages from my sales rep Dayi it was froward to customer service but no response. Just found out today the entertainment center just got bumped back a month. We we asked to return we were told no because it’s past 30 days. Only reason it’s past 30 days is because of the non communication. I am to the point of wanting a full refund for the purchases
Business Response
Date: 02/15/2023
Dear Mr. *******,

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.

We see that we are exchanging
the loveseat for you on 3/9/23, the delivery of the T.V. stand is set for
5/19/23, as this is the soonest date from the vendor.

Once you have a successful delivery
of all the items we can look into the order for 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
Customer Answer
Date: 02/18/2023
I am rejecting this response because: thank you for looking into this matter. The local store reached out to my wife but dates and details do not seem to match. In your response you said the live seat is getting switched on March 9. The store said the back only will be getting switched and a different date. Can you please confirm which is right. I would like something in writing with the offer of. Discount since it will be months until the fireplace is delivered and this complaint will be closed to refer back to

Regards,

**** *******
Business Response
Date: 02/27/2023
Dear Mr. *******,

We see that we are exchanging
the loveseat for you on 3/10/23, the delivery of the T.V. stand is set for 5/31/23.
Please note the delivery dates are subject to change. I do apologize for the
date change; it depends on the vendor’s and when they can ship the pieces.

Once you have a successful delivery
of all the items we can 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:02/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Value City Furniture delivery driver damaged siding on the house. Refused to stick around or give information. Value City will not fix the damage nor talk with us.
Business Response
Date: 02/13/2023
Dear Mr. ***** ********,

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 were unable to
locate an order with the information provided. Please provide requested
information to further assist.

Additional
Information Required:

Phone Number
Store
Invoice Number

Sincerely,

Micole

Customer Answer
Date: 02/14/2023
I am rejecting this response because:

Have supplied the information several times and each time all I get is this excuse of not finding our order. If they really want to settle this claim why don’t they call us. I will gladly talk with them

Regards,

***** ********
Business Response
Date: 03/03/2023
Dear Mr. ***** ********,

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.

Due to this is a third party you will have to speak
with ***** ****** at ###-###-#### so she can re-open the claim, case was closed
du to unable to reach customer.

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,

Micole
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 03/06/2023
I am rejecting this response because: No one from your company has made any attempt to contact us. I feel that you are purposely ignoring us in the hopes that we will walk away from it. If someone doesn’t contact me within the next 10 days we will take a different course of action to get the damage repaired

Regards,

***** ********
Initial Complaint
Date:02/10/2023
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.
John
Never in my life have I had such horrible customer service as I have had with Value City Furniture. In October of 2022, one of the footrests in our couch broke, so I called customer service, and they asked us to set time aside to do a virtual consultation which we did, that took place on October 24th where we took videos of what was malfunctioning. A week later we called because we hadn’t heard anything, and a different customer service agent said that the video call wasn’t good enough and they had to send an actual person to do an inspection. Thank goodness we called back because it seemed as if no one was going to call to inform us. So, we set time aside and on 11-15-22 an agent came to the house did the inspection, and said it was still under warranty and they would order the part. When we called back a few weeks later to get an ETA they said the party had not been ordered because they needed our approval. Can’t quite understand why they would need our approval when we were wanting our couch fixed as this is why we were calling them and setting up appointments, but we gave them approval and they said they would order the part. Flash forward to this week, we called asking when we were going to get this completed and the customer service agent we spoke with Frank C, was so rude, I couldn’t believe that you would employ someone like that. He refused to let us speak to a supervisor and said that to speak to a supervisor he would have to leave them a message and they would get back to us. I can’t believe that that is how Value City Furniture would treat a customer. I have NEVER spoken with someone as rude and condescending in a customer support role as Frank C. He wouldn’t even give us his supervisor's name. If that is truly the process to speak to a supervisor from your company, you might want to reevaluate your processes. Because we have still not heard from a supervisor, we are reaching out to you to resolve this issue. We spent a lot of money at Value City Furniture when we moved and were planning on returning to you as we continue to replace the furniture in our new home but after this, we will certainly be taking our business elsewhere. I can’t help but feel that if this wasn’t under warranty and we had to pay for this to be done (which we could and would if we had to) that VCF would have had someone out here in no time. As someone who has worked in the Customer Support industry for over 20 years, I know that had I treated a customer like we have been treated I would have been fired a long time ago. We hope to hear from you or someone in a supervisory role within the next few days. If we do not we will be calling the BBB and filing a complaint, as well as taking to every social media outlet and company review sites to alert other furniture buyers of your HORRIBLE customer service and that your company doesn’t honor their warranties on their products
Customer Answer
Date: 02/13/2023
2/13/2023 Consumer notified BBB that the business has addressed his complaint.

I just wanted to let you know that the issue has been resolved. The regional manager reached out to me today. They will either be replacing the piece or fixing it.

Thanks

**** *********
Initial Complaint
Date:02/10/2023
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.
I placed my order for a queen bed frame on 11/28/22. I received an email on January 3rd to let me know my order was delayed and would not be sent until 02/08/23. I checked the order status on 02/04/23 in hopes it may have been sent early and was delighted with updated tracking information noting the package would be delivered on 02/07/23. I did not receive the item. I checked the order status again to find the tracking information is not valid or relevant. I contacted chat support at night on 02/07/23 to ask to cancel the order and be refunded. I was told I must reach out to customer support via telephone during business hours. I spoke with a representative early in they day on 02/08/23 who notified me that her system was not working and she would need to call me back between 5-6 pm. 2 days later an I have still not received a call. Since then I have also reached out via email and have not heard anything back.

I paid for the item and have not received it. Not cool.
Business Response
Date: 02/13/2023
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 that we were not able to deliver the Zuri Queen bed
you ordered when expected.

This order has been cancelled and it will take 5-7 business days for the full refund to post back to the card that was used to
complete this order.

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: 02/23/2023
I accept the business's response to resolve this complaint.

Regards,

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

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American Signature Inc. is NOT a BBB Accredited Business.