Business Profile

Furniture Stores

American Signature Inc.

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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:01/26/2023
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.
2021
$999.
Business Response
Date: 01/27/2023
Dear Mr. *********,

Thank
you for contacting us and sharing all your feedback and concerns. We have reviewed your information.

After researching, we were able
to locate your order. You are out of the 1-year
manufacture warranty, the warranty expired on 4/30/22. There is no extended
warranty on the sofa.

In conclusion, the request for a repair on the sofa cannot be fulfilled.

If
you have any further questions or concerns,
you may contact our Customer Care Team at ************.

Sincerely,

Joy
Initial Complaint
Date:01/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
June or July 2022 I ordered a sofa from Value City Furniture online. I selected to pick up the sofa. I selected to pay using the online loan option on Value Citys website. I was awarded 1k and I paid the balance using my bank card. During the order process I was informed that the product would be available in about a week and the store would call to let me know. About 5 days later I received a call. The representative said there was a delay with my order and they would inform me when it would be available for pick-up. After the call I decided that I no longer wanted the item and called back to cancel the order. A month later I received a call from their customer svc team stating I needed to pay a restocking fee. I advised the representative that the product was never in my possession, therefore a restocking fee should not apply. The representative said she understood and someone would follow up with me. A few weeks later I received another call. I advised the representative the same as before. At this time I requested the refund of the portion I charged to my bank card. The refund was processed and that should have been the end of the situation. However I have continued to receive calls stating that I needed to pay the restocking fee. The product never left the store. It is totally un ethical to have to pay a fee for merchandise that was sold for full value.
Business Response
Date: 01/28/2023
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.
     Per the information that is listed on the
back of the receipt as well as several places on our website, a 15% restocking
may be charged on returned items or cancelled ordered.
     As the items you purchased were at the
store location when you decided to cancel the order the 15% restocking fee was
charged and is non-refundable. Our store locations do not have unlimited capacity
to store items and the items for canceled orders are shipped back to the distribution
centers.
     For this reason, the restocking fee of 15%,
$209.99, is non-refundable. The refund of $529.31 was refunded back to your Visa
card on 6-23-2022 and $790.01 was refunded back to the Set Pay account on
6-24-2022.
    We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact *** *** at ###-###-####.

Sincerely,

Tahnee
Initial Complaint
Date:01/23/2023
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.
Picked up couch in January. Upon delivery and set up we noticed that the headrest of the pull out couch would not sit up. Upon calling Value City off Preston Highway in Louisville KY they told me it was a warranty issue with Pure Promise. Pure Promise said that it should be covered by the store because their warranty did not start until a year after the purchase date. Between phone calls back and forth over who could fix this issue we were unable to use our pull-out.
When it was finally "resolved" they were to order a part- this was in October. Everytime that I call the store I cannot get any additional answers.
A year after this purchase and we still are not fixed.
Business Response
Date: 01/24/2023

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.

Thank you for taking the time to speak with me today
regarding getting you Sleeper Sofa exchanged. As we talked about, an even
exchange is set for 3/21/23. I will keep track to verify that there are no
delays and if there were to be, I can notify you as soon as possible. Please
make sure you bring back the original items to receive the new items.

Once the exchange is complete, I will follow up with
you to verify you had a satisfactory exchange and there were no further issues.

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: 01/26/2023
I accept the business's response. As indicated to the business this will be resolved once the new sofa is in which will be in March. I do not want to close this until we receive the replacement to resolve this complaint.

Regards,

******** ********
Initial Complaint
Date:01/23/2023
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 had furniture delivered via 3rd party company on December 8th 2022, the moving company damaged my door frame and hardwood of my 1860s historical house that I'm newly renting. I tried to call the next day to file a claim and would be put on hold and then after waiting for an hour, be transferred to be put on hold for longer and then be treated as if I just called and would have to explain again, to which I was put on hold. I physically went to the location to file a complaint later that night.
Since then, I've reached out to corporate multiple times after talking to the 3rd party insurance company. The insurance company has stated they have pictures to prove the damage was there before. I asked for these pictures and for further follow up but have received nothing in almost 2 months. Corporate has only stated that "they reached out and are waiting on a response"
Business Response
Date: 01/24/2023

Dear ***** *****

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.

I do see that you have recently spoken with another Resolution
Specialist who has provided you with the contact information to Castera, our third-party
delivery company.

This is who you would need to contact to have this
issue resolved. We would not be able to
directly assist you with property damage claims.

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: 01/27/2023
I have received the information for the insurance company and if that is the extent of their liability in the situation, then I guess that's all that can be done.
I find it disgusting that I have to personally engage with a company that I didn't purchase from nor did I employ.
Initial Complaint
Date:01/18/2023
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.
On 6/6/2019 my wife and I pruchased 2 power recliners from American Signature Furinture for $999.98 and included a separate charge of $139.99 for **** ******* insurance for a total amount of $1,112.77.
While talking to the saleperson, (Lisa W***), before the purchase, we raised the concern about the vinvl material covering the chairs and were told that "it is the finest material made, but if we were worried we could purchase insurance that would cover any problem including delamination with the material. We were also told that if anything happened the insurance company would send a repair person to our home and repair any damage.
On 01/02/2023 I sent pictures, for the third time, showing delamination on the right arm rest and cracking at the head rest, along with all other requested documents including a letter disputing the claim settlement of a 60% in-store credit.
I explained in the dispute that I wanted the chair repaired or replaced.
I received a email back "Denied, the leather chair is not covered for cracking". The chair is not leather, but vinyl.
Business Response
Date: 01/19/2023
Dear Mr. *******,

The **** ******* warranty does cover a
multitude of issues with the upholstery. However, your sofa is upholstered in
polyester and therefore would not have been covered for cracking or peeling by
the warranty.

We do have a Cracking and Peeling policy
in place for these instances. We would offer you a percentage of the purchase
price, based on years in possession, in a store credit so that you may select
another item.

We can offer you 60% percent of the purchase
price, having had the item for 4 years. This is an instore credit.

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: 01/20/2023
I am rejecting this response because: Why would I want a 60% in store credit to purchase another poor quality product. I have stated before I really want the chair repaired or replaced. My wife refuses to even go back into the store where the chairs were purchased.

Regards,

***** *******
Business Response
Date: 02/06/2023
Dear Mr. *******,

We are not able to refund 50%, as you have
had this in the home for 4 years, again we have the Cracking and Peeling Program.

You will receive 60% percent of the purchase
price. This is an instore credit.

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: 02/06/2023
I am rejecting this response because: We rae rejecting the stores offer of 60% in store credit because of the verbal commitment by the salesperson, in front of my wife and myself, that the material in the chairs would be covered by any problems we expirienced, if we purchased the Pure Promise Insurance, Which we did purchase, at a cost of $139.99. I stand by my settlement statements of (1) repair the damage, (2) replace the chair (3) refund a cash amount of $150.00.

Regards,

***** *******
Initial Complaint
Date:01/18/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a bed frame online from Value City on 11/27/22 for my daughter as a Christmas gift. When we opened the box to put the frame together the frame, foot and head board do not match. I called Value City customer care and told them my problem and they said they would get in contact with someone to have it resolved. I have not heard anything from Value City as of 1/18/2023. I called them back on 1/18/23 and asked them what is going on with my situation in regards to the frame and they have yet came up with a resolution. As I am writing this information on here I have been sitting on the phone for 1 hour and still no outcome. I feel I just keep getting the round around. I asked them to pick up this bed frame and refund me my money and they told me they could not because I was passed the 7 day grace period. How is this my fault when I have not gotten any resolution. I have read the reviews on Value City and they have such a bad score, but I was willing to give them a chance because I know situations happen, but here I am along with the other customers with a problem not being taken care of.
Business Response
Date: 01/23/2023
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.

     Per our
information the item was delivered via FedEx on 12-4-2022. Value City Furniture
was not contacted until 1-6-23 regarding any issues with the item. It is the
customer responsibility to open and inspect the items for any issues and
contact us with in a 7 day time window after receiving the item. As no contact
was made for a month this puts you outside of the 7 day return policy for these
items. This item cannot be returned for refund.
   Our team is
working very diligently to resolve the issue with the mix matched colors of the
bed. We have included additional members in order to resolve this issue. We do
apologize that it is taking so long to get any resolution. Once a resolution
can be presented you will be contacted.

    We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact your
pickup store location or Customer Care at ************.

Sincerely,

Tahnee
Initial Complaint
Date:01/16/2023
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.
Paid for furniture items October 23, 2022 with an expected delivery date of December 6, 2022 because the store rep stated it was the first date available. Purchase included a sectional sofa (4pcs) and home theater unit with fireplace and sound bar, lamp, and wall/picture art. On Dec 6, 2022 the delivery was made and at the last moment when the sofa was being brought in I was told that that 2 pieces of the sofa were not with the order, one of the delivery guys stated he asked someone if [I}, the customer was aware that the Left recliner end Right recliner end were not with the order. He acted as though he had experienced before a situation where the customer wasn't told until the last minute. As a result of the missing pieces of the sofa, I contacted the store and was told they tried to contact me three days before but didn't get an answer. I checked my call log to discover they had attempted to call once but did not leave a vmail message; also checked my email and text neither had any attempted communication from the store (American Signature Furniture, Carmia Dr, East Point, GA ). I was then told that the left and right arm, which are to two main pieces of the sectional were not available to be delivered until later and the closest date is December 24, 2022 (Christmas Eve). I was highly disappointed at this news because in speaking extensively with the store rep, I made it know how important it was that all of the items I purchased be delivered on December 6, 2022. With that I was assured that I should have no concerns because American Signature, unlike other furniture stores, stands by its promise, NOT TO, deliver items in pieces on different dates. With this reassurance I proceeded with the purchase. A day after the delivery date, I noticed that the glass door to the entertainment unit kept drifting open and upon further inspection, I realized there was no magnet on the left door that operates to keep the door securely closed. On Christmas day (December 25, 2022), I noticed that the seat of the two recliners felt like cardboard under or like the cushioning was not like the same floor sample in the store, it felt insecure as if the proper cushioning wasn't inside. Concerned about the unusual feeling I was getting on my seating area I became very concerned that the craftmanship of the sectional was not what I paid for. Each of the recliners, (left and right) both have the same feeling, like sitting on cardboard covered with leather. At this point, I am concerned that I've been bamboozled out of $4000+ dollars for a sofa not worth nearly what I paid for and a unit that they sent a repair person to check on, that only needed a magnet. As a consumer, my disappointment brought me to the fact in my mind that this company has tried to, without a doubt cheat me out of thousands of dollars. On December 26th, I contacted the store to inform them I was not satisfied with the quality of the sofa and told store a store manager, that I wanted a refund for the sofa and the entertainment unit, she stated that someone would get back with me within 3 business days, so I just said okay but let it be known that I had trip planned and was leaving on December 29, 2022. I asked another store manager if she could try to get someone to address my complaint before I left. She stated she couldn't promise due to New Years coming up but basically said no worries, we'll take care of you. I left for my out of town trip and did not return home until Thursday, January 11, 2023. When I contacted the store because the supposed repair person had not reached back out to me about the magnet, like he said he would, the store was pretty non-cholent to say the least. I on a visit to the store out of frustration on the delays I had experienced, again I was told, no worries, we understand and we'll take care of you, only to be told 5 min later that there's nothing they can do about refunding my money. I was never asked if any sympathetic or empathetic way, what the problem. The manager who was called out to speak with me never offered as much as a ''I sorry you had an issue'. What I was told upon arriving and speaking with the young lady at customer service what something I had never heard through-out this whole experience is that my pieces of sofa must have gotten mixed up with another customer who wanted more firmer pieces, to which I asked, "how would i have know this was an option?' to which I got no viable answer. Her statement seemed more like hogwash just to try to make excuses for bad overpriced and not worth the trouble. Needless to say, I want a full refund, for the sofa pieces and the entertainment unit and this company should not be allowed to steal money from consumers under the guise of of being a reputable furniture store. They will be stealing from me if they don't pick up this [junk] furniture and issue me a full refund for the price, a refund for the delivery fees, and the warranty, all that I paid in good faith. I should not have to wait any longer than I already have for them to make good on this very serious problem.
Business Response
Date: 01/17/2023
Dear Ms. ******

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.

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 sectional
did not meet your expectations.

We are experiencing delays in merchandise on some
items due to vendor distribution and transportation. We apologize as this is
completely out of our control; however, we still strive to provide adequate communication
to our customers in the event of a delay to their desired point of contact. We
were able to pull your end recliners from another distribution center to get
them to you before the new year.

Thank you so much for speaking with me. Per our
conversation on the phone:
A new magnet has been ordered for your glass door on
your entertainment center.
You stated that you liked the sectional that is on
display in the store, and that it does not compare to the one you received.
This may be due to a manufacturer defect. We are offering to send a service technician
out to your home to address the matter and see if this is something that can be
fixed on site, or if it needs replaced.

As for your request to return the sofa, you are past
our 7-day return window. The delivery date of the pieces in question was
12/07/2022 for the entertainment center and 12/27/2022 for the end recliners of
your sectional. You can find more information on our refund policy on our
website under “Refund & Exchange Policy”.

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: 01/26/2023
I am rejecting this response because: It is unsatisfactory that this company's resolution is to try and repair a sofa on site in my home. This would be virtually impossible. In response to the supervisor I spoke with named Olivia, I don't trust this company anymore and a replacement of the same sofa is not feasible for me. My holidays were pretty much ruined dealing with this company's poor customer service and inability to fulfill it's promises to me. The cushioning in the whole sofa is so poor that I feel horrible every time I sit on it when I think about the fact that I paid over $1200 for each of the two recliners. A reputable company should be happy to offer to pick up the sofa and return my hard earned money. Regarding the so-called 7 day rule. I always visit the arear in the store where they keep the discounted pieces that are for sale due to customer returns. When I think about the condition of many of the sofa pieces, entertainment units, whole bedroom suits, etc., I find it hard to believe that the condition of some of those items took only 7 days to occur. There was one sofa set marked down on the showroom floor near the clearance section that looked dirty and worn like it had been used for some time, way longer than 7 days, but somehow the purchaser was able to return it, as they were then trying to resale it. I say hogwash that all the furniture that's returned is with 7 days of purchase. I should not be forced to keep an item that has been incorrectly manufactured and sent out with no quality control measures. I'm supposed to be okay with American Signature Furniture having a strict adherence to it's 7 day return policy and but American Signature Furniture couldn't even keep it's promise to me to deliver all my furniture on Dec 6, 2022. The lack of customer care and empathy is beyond me. They apparently use schemes and tactics to keep customers money even when they know they're in the wrong. All the excuses that Olivia is making about availability of pieces and all is disparaging because I never heard any of this while I was in the store purchasing and arranging the delivery date. I believe it's the price of the sofa is the reason they are trying their best not to refund my money. As I told Olivia, no technician can tell me his/her personal thoughts on how this sofa feels to them. It's insulting to suggest that someone else is expected to have a say so in whether this sofa is no good or not. I the one who has to sit on it and the way it feels to someone else is subjective not objective. I just know that the quality is very bad compared to the last sofa I purchased from this store. I will not be happy with anything other than a full refund for the return of all 4 pieces of the sofa, but it seems ASF attitude is "we have your money now, we don't care how you feel or what you think'. Proof of this is they can't even put any urgency on a $900 entertainment unit that was missing a magnet when it came. They also teach the delivery guys to be slick and conning. That's why they didn't say until the very last minute that the two end pieces weren't on the truck until they were bringing in the last two pieces of all the furniture I was getting which included a two dressers, a nightstand, entertainment unit, and the sofa wedge, and armless chair. This is so you don't have a chance to say take it back. I wish they had had the integrity to tell me as soon as they arrived before taking any of the pieces off the truck. This would have been the moral thing to do.

Regards,

******* ******
Business Response
Date: 02/02/2023
Dear Ms. ******,

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.

A new magnet has been ordered for your glass door on
your entertainment center. Parts orders can take 4 – 16 weeks to arrive. We
will contact you when the part arrives. Additional steps have been taken to try
to expedite this order.

From your conversation with our agent, I see you have
elected to have a service technician evaluate the sofa. The technician will address
the matter and see if this is something that can be fixed on site, or if it
needs replaced.

Your request to return the sofa is past our 7-day
return window. The delivery date of the pieces in question was 12/07/2022 for
the entertainment center and 12/27/2022 for the end recliners of your sectional.
You can find more information on our refund policy on our website under “Refund
& Exchange Policy”.

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: 02/09/2023
I am rejecting this response because: I expect this company to issue me a full refund for the sectional sofa. It is around $4000 of $9500 that I spent at the store. It is not my fault that the sofa is poor quality. There would be no way for me to determine that the construction of the sofa was poor within 7 days of receiving it. I voiced my expectation to the store around 2 weeks or less after the delivery and no one offered a solution of any kind until I called continuously speaking with a different person each time and being given every excuse under the sun. So I just got off the phone with the store because the technician came to my home on February 2, 2023 to bring the magnet and to inspect the sofa. While he was here he agreed with me that the covering didn't spring back as expected and that the seating doesn't feel cushiony enough, (paraphrasing). Not one time did he say that he did not find a manufacturer defect, however, when speaking with the AMS customer service just now. I am told that he stated this to them. So it's obvious that what I suspected all along is actually the case and I voiced this concern to Olivia (supervisor in corporate). The technician works for the store so has their interest at heart and not mine, the paying customer. Also, he never provided me with a copy of what he wrote down and asked me to sign so I don't know what he could have added to his statement after leaving my home. I contacted the technician Carlos Acevedo at the number from which he called me today before calling the store and he stated to me that he had a meeting with [them] and there should be notes as to the outcome. But in speaking to the store all I'm told is that [he] stated that [he] did not find any manufacturer defect. What is this technicians' expertise? I was never shown a license to prove he is certified in making a qualified determination on whether a piece of furniture has a manufacturer defect. When I spoke with Olivia and expressed concern about the technicians objectivity, she stated that their techs are experienced and certified, but how do I know that? I don't because I saw no proof. This is reason enough and my expectation that American Signature Furniture is to assume liability and responsibility and refund my money after picking up the sofa.
Also, I find that my interaction with the customer service reps at the store to be conniving and somewhat deceitful. I was told by one rep "Some people like there sofa firm". She was suggesting that there is an option for customers to choose the firmness or softness of their sofa, however, while I was shopping and finally choose this sectional, the option to choose firmness was never prevented to me and frankly, it sound unheard of. The issue I am dealing with, honestly, should not even be being managed by CSR's in the store. No one has shown an ounce of concern about my concern. It makes me feel like they don't care at all because now they have my $4 grand.
The only solution I will be satisfied with is a refund.

Regards,

******* ******
Initial Complaint
Date:01/15/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went to Value City Furniture with my wife to purchase furniture. We were told by the salesman after picking out our dining set that we would get deferred interest financing if approved, for 12-18 months based on our purchase. I applied and was approved. He told me that the interest would be deferred for 12 months based on the amount of the purchase. We completed the order and left the store. The furniture was delivered. When we received the first billing statement, my wife pointed out that the statement showed deferred billing for 6 months, which is not what we were told or agreed to. I called the bank and they told me that I needed to speak with the store manager where I purchased the furniture. I was told that they could go in and correct the issue. I spoke with the store manager and was promised that the issue would be resolved by the next billing cycle and that they would call my wife to confirm. The next statement came and the promotion was not updated as promised. I have called and been told that it would be handled several times and it has yet to be addressed. I would never agree to purchasing furniture at $4100 for a 6 month no interest. That is not a deal and makes no sense.
Business Response
Date: 01/17/2023
Dear Mr. **********,

In our research, we were
unable to find an invoice under the name or phone number you provided. Please
respond with more information so that we may address your concerns adequately.

We would need at least one of
the following:

· The invoice number of the
affected order

· The phone number that is on
the order

Please email this to:

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

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:01/14/2023
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.
Thousands of dollars worth of furniture (couch, coffee table, end tables) back in December 2020 and it has been a nightmare from the beginning. The current issue is we bought the extended warranty on the furniture, but when contacting the store about making a claim, we constantly get hung up on nobody seems to know what they are talking about, every time we call we get a different story there is no consistency. We were also told that if we didn’t use, the extended warranty that we would receive a credit towards a future purchase and again nobody knows what we are talking about. I am sick of being hung up on and getting the runaround. It has been like that since day one.
Business Response
Date: 01/17/2023
Dear Mr. ***********

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.

In our research, we were unable to find an invoice
under the name or phone number you provided. Please respond with more
information so that we may address your concerns adequately.

We would need at least one of the following:

The invoice number of the affected order
The phone number that is on the order
The name on the order

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: 01/17/2023
I was on the phone for a half hour with a customer service representative after receiving this response. The agent who sent the response was in contact with a representative who took my call. The representative Olivia refused to take my call. And they are claiming that they cannot locate the invoice even though I have provided all of the information requested I also have attached a copy of the receipt to the original complaint. I just keep getting the runaround. They want to make it seem like they were trying to resolve the issue but they are not. Don’t understand why the representative could not have taken the car. I spent my good money with this company and can’t even get a legitimate response, or someone who is competent to take a phone call to discuss the issues. It’s no better than calling the store, except for the fact that they did not hang up on me this time. Completely unprofessional way to run a business. I would like somebody who is competent to call me to discuss this issue.

Regards,

***** ***********
Business Response
Date: 01/18/2023
Dear Mr. ***********

We do apologize for the way the situation was handled
at the store location. We always expect our teams to uphold excellent customer
service and we greatly appreciate the feedback. We want to put forth our very
best efforts to resolve your complaint.

I personally apologize I was not available to take
your call as I was assisting another guest at that time.

The photo of the receipt you included did not show an
invoice number and the information you provided does not match the information
on the invoice; however, the agent you spoke to was kind enough to pass along
her findings so that I may better assist you.

To make a claim on your furniture, please visit *********************** or contact ******* * **** ******* ******** ** ************** within 15 days of
the occurrence that leads to your claim.

Pure Promise is a 5-year protection plan and if you do
not make a claim during the coverage period an in-store credit of the warranty
amount will be sent back to you. You must call in or visit the store you
purchased your protection plan in within 60 days of the end of the protection
plan period. Upon confirmation, you will be given 60 days to use your
protection plan rebate.

You can find this information on our website under “FAQ”

We appreciate your feedback and will make sure the
information is provided to those that need to see it. This information helps us
grow as a company and helps us identify coaching opportunities for our
employees. Thank you for bringing it to our attention.

If you still would like to speak to someone on the
issue, or if you have any further questions or concerns, you may contact our
corporate Customer Care at ###-###-#### and our agents would be happy to
assist.

Sincerely,

Olivia P
Initial Complaint
Date:01/13/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed my order 9/23/22. I was informed that my purchase would take 90 days. I was scheduled for delivery 12/27/22. I received no call so I called VCF and was told my delivery date was pushed back to 1/28/23. I given a number to their business office. My initial phone call was with Dimitri. She informed me that my item was being made in China and it hadn't started production. She offered a partial refund for the inconvenience. She stated she would return my call the next and did not. I called again, this time speaking with Marissa. I inquired about my initial conversation. Marissa stated that she would email the manufacturer and call me the next day. Of course this didn't happen. I've sent emails only to be told that documentation was not in the chart of any compensation for the inconvenience. I was now also told that my order would take 150 days! The emails were rude, I asked if they could listen to the calls. They reply was..."again there is no mention of 20% refund in the notes." They also told me to cancel I would have to pay a restocking fee. A restocking fee on furniture that according to them hadn't been made. The customer service was poor. I do believe at this point I am entitled to compensation for the inconvenience, hassle, and stress. I had a New Year's Eve party planned and no furniture!
Business Response
Date: 01/19/2023
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.
We apologize for the delay with our vendor. All
furniture companies are being impacted with delays including parts, fabric,
shutdowns, trailers. We are working very
hard to get your furniture to you for your home.
For the inconvenience we would like to offer you
$500.00 back to your Visa once the order has been successfully delivered. Please let me know if you have any questions.

Sincerely,
Dominique
B*******
Customer Answer
Date: 01/20/2023
I accept the business's response to resolve this complaint.

Regards,

******* ****

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