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.
297 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:01/11/2023
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.
On 7/19/2022 we purchased in total 3 items 1st complaint is with 2pc sectional (Ivory). This item was delivered on 8/3/2022. Everything looked perfect from where I stood at the door. My wife who was getting dressed walked in to look at our new furniture and immediately noticed 3 gouges in the wood. Ironically at this same time I received a call from the delivery team asking how the delivery went. I immediately informed them that there were gouges in the wood and took pictures. I was told that someone would be in touch with me. After calling the store being promised a return call(never receiving one) I finally called and demanded an email address on 11/14/2022 so that I could put something in writing. I sent a very detail email explaining the situation attaching Date & Time stamped pictures of the damages. I eventually received a call from Taylor scheduling service for 12/13/2022. Then changed to 1/6/2023 by Taylor stating no technician would be in my area on the date promised. The technician came in took a look at 1st complaint and stated that it could be repaired. I spoke on my frustrations with this process & he asked if I just wanted to have the furniture picked up. I told him that I didn't know that was an option but at this point Yes. I received a call back from Taylor stated that the furniture will only be repaired and not picked up. I disagreed and was promised a call from the delivery manager. 2 days later I received a very RUDE call from Carl who stated several times that he's "Tellin Me" that the furniture would be repaired only. I then asked to be put in touch with someone from the corporate office. I spoke to Micole who then stated that since it was past the 7 days of delivery repairing the furniture was the only option EVEN though I initially informed them via the phone within 5 minutes of delivery. 2nd warranty not honored on other piece 3 1/2 months old stating normal usage. How can cushion deteriorate in such a short time and be considered usage?
Business Response
Date: 01/13/2023
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 have reviewed all information pertaining to
your order and delivery. We have no prior notification regarding the damages
prior to 11-14-22. Regardless of when the contact was made, we must attempt to
repair before any additional resolutions can be presented.

The warranty information listed on the back
of the receipt and on the website in several places states that we will conduct
repairs on any defect in the workmanship with out charge to the original
purchaser for one year. (Not including the extended warranty) If the item
cannot be repaired to factory specifications, the item will be replaced with
the same or comparable merchandise.

The store
location can repair the items. Please reach out to customer care at the number
below or to the store location to set up the service. Outside of this initial
repair the items are outside of the 7-day return policy.

    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
Customer Answer
Date: 01/17/2023
I am rejecting this response because: I feel as though you all are using the excuse that I did not contact via email until 11/14/2021 as an excuse to do what's right. First off, I have attached a copy of my phone records (phone bill is in my wife's name) showing the call log for the day of delivery (August 3, 2022 @ 1:49pm). Please verify if this is one of your company numbers that called me? In this call was your company's 1st notice that the furniture was damaged (If I must I'll go through my call logs from that day to present if needed). If you remember from my initial complaint, I stated that I received this call and was promised a call back (which never happened even after numerous calls to Value City Furniture).
After reading numerous complaints I'm beginning to think that this is a tactic used by your stores to delay the time to get beyond your 7-day policy (by the way that I never heard of until recently). Also, I might have/maybe consider a repair, but I refuse to deal with Taylor or Carl. Both of which I assume are the contact individuals for the store of purchase. Taylor is extremely rude and in no way a person that I would ever choose to speak with ever again.
So no I will not contact the same people who I have been going back and forth with for the last 6 months with no resolution.

Feel free to suggest another solution.

Regards,

****** ********
Business Response
Date: 02/20/2023
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.

   In the last
response I stated you can contact the store location OR Customer Care to set up
the service. If you do not wish to call the store, please contact customer care
at the number below at ************. The
store location has all the parts to repair the item and are waiting on the service
to be set up to repair the item.

    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

Customer Answer
Date: 03/01/2023
I am rejecting this response because: Yet again this is a generic response. I follow the directions stated in the response and you all send me right back to the store to the very people who I have had the issues with. I will now either begin legal action and also reaching out to someone on the corporate side because this is ridiculous. You all are not trying to resolve this issue whatsoever.
If you can kindly escalatef my case to anyone above you all it would be greatly appreciated.

Regards,

****** ********
Business Response
Date: 03/10/2023
Dear Ms. ********,

     We appreciate that you've expressed your
concerns regarding the repair service for your item, and we truly understand
how frustrating this situation must be for you. We want to reassure you that
our top priority is to resolve this issue and get your item back to
manufactures standards as soon as possible.

However, we want to inform
you that the only store location that can complete the service is the one
you've been in contact with. We understand that you may not wish to speak with
them, but they have the necessary parts and expertise to repair your item. Our
warranty policy requires that we attempt to repair items first before
considering other solutions.

Our store location has made
several attempts to reach out to you to schedule the repair service, and we've
sent you an email so that we can set it up for you. It's crucial that you
contact us as soon as possible to set up the service, as the parts may no
longer be available if there is further delay. Please reach out to Customer
Care at ************ or respond back to the email from *********************************** so that we may set up for you.

We apologize for any
inconvenience this situation has caused you, and we want to assure you that
we're doing everything we can to resolve it. If you have any further questions
or concerns, please don't hesitate to contact your pickup store location or our
Customer Care team at ************.

Thank you for your patience
and understanding.

Sincerely,

Tahnee
Initial Complaint
Date:01/10/2023
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.
I purchased a mattress on 12/20/2022.
I have back problems and thought the mattress would help.

I called today 1/9/2023 to return it. They said I would first have to wait 30 days and then call for an appointment for someone to come out to check out the mattress. She said I Woukd have to wait until the 23rd.

Due to back problems I Woukd like to return the mattress asap. I do not believe I should have to wait 30 days in a mattress that is uncomfortable and that has a 120 day bring back warranty.

After the person comes I then have to wait for a pick up. Of course the salesman did not explain anything about having to wait 30 days.
Business Response
Date: 01/12/2023
Dear Ms. ******y,

     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 on our website for the 120-night
sleep program and the return policy, mattress cannot be returned for a refund
if the item qualifies for a promotional program.

    Your mattress qualifies for the 120 Sleep
program. This program states that the item must be inspected by a qualified
service technician. Once the service takes place, the store will review the
inspection. If approved, you will be
approved for a reselection. This is an instore credit only and you will pick
out a new mattress and the current one will be returned.   This
information can be found on our website under the terms and conditions.

    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 H***
Initial Complaint
Date:01/09/2023
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 sectional couch (3 pc) and 2 matching recliners. This was purchased in aug of 2022 wasn’t delivered until the end of September 2022. Within 6 weeks the recliners started pilling and getting worse day by day. I went into the store at beginning of Dec and they sit up a service call. The gentleman from service came to look at the furniture on Dec 19 2022. They took pictures and said they would get back to us. Didn’t hear anything and called the store on Dec 30th and was told they had a call to the manufacturer and would call me. Didn’t hear anything so I called the store back today Jan 9 2023 the lady on the phone was kinda rude and said there was nothing they could do for me and to go a buy a furniture shaver and shave the fuzz balls off. I told her I wouldn’t do that cause I did that to clothing before and cut a hole in my jacket. She repeated there was nothing they could do. I ask her if I could talk to a manager and she said she was a manager so I asked for a store manager and she said he was busy and couldn’t come to the phone. She would have him call me before 5 which he never did. She also told me to call the manufacturer and see if they would cover it which I don’t know the name of manufacture or the number. I feel I shouldn’t have to call when I was told they had a call into them a week prior. I feel this is very bad customer service. This is expensive furniture and it shouldn’t be pilling like this it’s getting worse everyday. We did purchase the warranty and I don’t think it’s fair I put in a claim cause this started within 6-7 weeks after delivery. I’m just very unhappy with this furniture and the quality. I bought several living room sets from them in the past and never a problem. This wasn’t a cheap set of furniture. The lady that I talked to didn’t offer any help other than me calling manufacturer. She repeated several time it wasn’t covered and it happens sometimes. She wasn’t very pleasant. Please help us get resolution. Thank you
Business Response
Date: 01/12/2023
Dear Ms. ****,

We do apologize that this has been your experience
with our company and 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.

Pilling is considered normal wear and tear on
furniture and can appear at various times throughout the life of the product
based on its daily usage. You may notice pilling more in an area that you are frequently
using. It can be caused by abrasion on the surface of the fabric such as your clothing
against your sofa. Loose fibers have a natural tendency to move to the surface
of a piece of fabric, where they are subject to friction, which causes them to
twist together into small balls. This is not considered a manufacturer defect.

We have offered a courtesy reselection on your
recliners with a new delivery fee, or if you could return them for a refund
less our 15% restocking fee. Delivery charges are non-refundable. For questions
about our policy, please visit our website under Refunds and Exchanges.

You can also find information on Guarantee Of
Fabrics on our website that states: Since manufacturers of upholstered
fabrics do not guarantee their merchandise from shrinkage, color fastness, or
quality wearing, we are unable to consider adjustments, claims or credits for
fabric merchandise. If you have purchased optional fabric protection, please
refer to your optional fabric protection warranty for claim information.

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,

****** *
Resolution Supervisor
Customer Care
###-###-####
Initial Complaint
Date:01/06/2023
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.
Dear BBB,

This has been by far the worst furniture buying experience I’ve ever had. I purchased 2-pc sectional couch in store at Value City Furniture on Friday 11/25/22. Amount $1,498.00 plus $199.99 delivery fee. Invoice number ************. Reference phone number ************. On 12/29/22 yet to receive my order I received a phone call stating my order was incorrect as they only had the chaise lounge piece and would not be shipped. The delivery driver from Dolly the contracted shipping company starting texting my personal cell phone asking me to call his boss and explain the situation and why the delivery was not completed. I was given a new delivery date of 1/5/23. On 1/5/23 the delivery drivers arrived with only 1 of the 2 pieces. They dropped off the left arm couch and was now missing the chaise lounge piece that they originally had at the store a week earlier. They advised me the store manager was going to reach out to me but they never did. I personally had to contact the store manager and got the sales manager Jose. The store manager would not return my calls and speak with me after multiple request to simply understand the situation. The sales manager I spoke with offered a refund of my delivery fee and then advised they are sending the second chaise lounge piece on a separate delivery arriving later on that afternoon. Hours later I received a phone call from Value City stating the missing second piece was now incorrect and they had to order another one. They gave me a new delivery date for Thursday 1/12/23 a week later again for a product I originally purchased on 11/25/2022. This will be my third deliver date. This entire experience I feel is completely unacceptable and simply poor customer service. Also the lack of empathy and willingness from vcf to right the situation and provide any resolution is simply disappointing. As of 1/6/23 I'm still yet to receive my order and vcf stated they can't discuss further action until the final delivery is made.
Business Response
Date: 01/13/2023
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.

Per our information the remaining item was
delivered yesterday. You have been provided a total of $300.00 in compensation.
This compensation is the maximum amount that can be provided. No additional
compensation will be provided.

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 H***
Initial Complaint
Date:01/05/2023
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 didn't receive 2 of the footboards for 4 beds I purchased.
Business Response
Date: 01/07/2023

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.

The invoices that were located with this phone number
did not provide an invoice that had beds that required footboards.

If this is not accurate, please reply back to us with
further details and we would be happy to assist 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*****
********** **********
******** ****
Customer Answer
Date: 01/11/2023
if you look at the picture of the bed it DOES require headboards AND footboards

it is also in the description of each WITH the dimensions of each piece (see screenshot).

IN ADDITION THE INVOICE SHOWS FOOTBOARDS.

Regards,

****** ******
Business Response
Date: 01/13/2023

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

My apologies for not knowing which item you needed
assistance with. However, since there are multiple beds on this invoice, I need
clarification.

I see that there was a delivery that took place on
1/12/23 to resolve any issues. If this was not successful and you still need
assistance, please call us at the number below and we would be happy to assist
you. I have tried to reach out to you but was unsuccessful.

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: 01/17/2023
Good morning

When you called me, I tried to explain to you the issue but you will were busy being rude. So if you can conduct yourself in a civilized manner, we can discuss the matter since there are still issues. And thank you.
Initial Complaint
Date:01/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We ordered furniture on 5/10/2021, and picked up the items on 6/1/2021. We started a claim with Value City Furniture on 2/2/2022, we had a technician out on 4/16/2022, we were later told a couple months later after some back and forth I talked to 'Alex' the store manager on 7/18/2022 he told me that the store can't do anything for us and we had to use the 3rd party warranty service that we purchased "**** *******" He also offered to replace a recliner that was not the majorly troubled piece of furniture we even filed the claim on, he said they couldn't do anything with the couch. We created a claim with **** *******/Warranty Service on 7/19/2022, finally had a tech out and had parts ordered. Parts were delivered 12/3/2022, tech scheduled 12/29/2022, when he arrived, he said the part was only 1 of the items he has needed, and can't fix only 1 item, he took more pictures of the furniture and said he will update the claim and they will order the parts again. I was more than fair waiting 5 months the first time, I am not willing to do that again this issue has been ongoing for almost a year, this furniture has been junk, I have wasted countless hours and days between emails, calls, tech visits, not to mention haven't been able to use our furniture on a daily basis, countless birthdays, and holidays, etc... Leading me to file this claim with the BBB
Date of Purchase 5/21/21
Date of Pickup 6/1/21
Invoice Total $3,295.55
Invoice # **-*********
Ideally the outcome of this would be a refund of monies, they can have the furniture back, as it has been of NO use to us for a very long time! We paid the furniture in full 9/2/21. I would prefer to not have to buy furniture there again and take my business elsewhere. I look forward to hearing back from you.
I have attached original reciept and the summary of the warranty claim updates.
Business Response
Date: 01/05/2023
Dear Mr. ********,
We are sorry we cannot be of
assistance in this matter.
The complaint you filed, while
valid, is not correctable by Value City Furniture. Uniter’s North America is a
separate company; therefore, we cannot insist. Per the claim ********* through
*******/**** *******, they are covering the service and parts.
If you have any questions on the claim,
you will need talk with *******/**** *******.
FILE A CLAIM:
Within 30 days of discovery of
damage
App: Download ******* App from Android
App Store
Phone: **************
Website: *****************
** ********* *** *** ************* *** *** **** **

We apologize for your experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at *************

Sincerely,

Joy
Customer Answer
Date: 01/06/2023
I should have never been told to deal with 3rd party, this is unacceptable and why the frustration is so high with this issue. Poor handling from the beginning!

Regards,

*** ********
Business Response
Date: 01/09/2023
Dear Mr. ********,

We have investigated the timeline,
please see below:

** Purchase date, 5/10/21
** Delivery date 6/1/21
** 1-year warranty expired on
6/1/22
** The **** ******* extended 5-year
warranty expires on 6/1/26

** First report of the issue
was 2/2/22, we set up FSN service for you.
** FSN service took place on
4/16/22, per FSN report, the love seat was accidental damage, therefore you have been
sent to **** ******* the first time. This was not covered by the 1-year manufacturer
warranty.
** On the recliner the FSN
service was also done on 4/16/22, per FSN report, the parts needed where
ordered but not received so we exchanged the recliner for you on 7/27/22.

** On 7/18/22, you reported
more issues with the love seat and was referred once again to **** ******* and
this was accidental damage, therefore a **** ******* claim needed to be done.
** The claim #******** through ************ ******* was done on 7/19/22, they are covering the service
and parts. Again, this is not coved under 1-year warranty.
If you have any additional
questions, please feel free to call our Corporate Customer Care
Center at (VCF) ***** ************** ***** ********* Our office is open from 9am - 7pm EST Monday through
Friday, and Saturday 9am-7pm EST.

Sincerely,

Joy
Initial Complaint
Date:01/04/2023
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 three piece dining room set online -- Invoice ********** in November 2022. Upon receiving it via FedEx, the box was significantly damaged and the table was damaged in two different places. After going thru Customer Service, they decided to send a full replacement. This took over a week to resolve. But I did receive the replacement set on December 30th. And once again upon opening the box, I found the table was damaged. On both occasions, I sent pictures of the damage to Customer Service and Web Support. At this point, I requested information on how to get a refund as I don't want to go thru this again and have a third set sent to my home. It appears this furniture comes from Vietnam and gets damaged during all the shipping. An hour ago, I was informed by VCF that I could not get a refund because I had to do that within 7 days of receiving the first table. I find this very unacceptable based on I am requesting the refund within 7 days of receipt of the 2nd damaged table. I appreciate the vendor sent a 2nd replacement set but it is not my fault and out of my control the 2nd set was damaged as well. Pics --- Table 1 box and table and Table 2. All show the damage.
Business Response
Date: 01/06/2023
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 will need images of the replacement damages by the
end of day 1/6/2023 to honor return and both Hemingway 3-piece Dining sets will
need to be returned by 1/8/2023 to process refund.
If you have any further questions
or concerns, you may contact our Corporate Customer Care Team at ###-###-####.

Sincerely,

Micole R*******
Customer Answer
Date: 01/07/2023
I am rejecting this response because: I just received this response from BBB so the request for pics is overdue before I even got the email. Additionally, I have sent multiple sets of pictures as requested by VCF thru their customer service office and websupport for online orders Please check your records. I will be glad to return both sets as soon as I have paperwork that will allow me to do so to the local store.

Regards,

**** *****
Business Response
Date: 01/12/2023
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 have processed your refund in the amount of $500.31 on 1/11/2023 for the return of both Hemingway 3-piece dining set. Refund should be available within 3-7 business days back to your original form of payment method.
If you have any further questions or concerns, you may contact our Corporate Customer Care Team at ###-###-####.

Sincerely,
Micole R*******

Customer Answer
Date: 01/14/2023
I accept the business's response to resolve this complaint. A refund was made by the company. The local store manager was very helpful --- wish the WebSuport and Customer Service lines for online orders had been as helpful and prompt.

Regards,

**** *****
Initial Complaint
Date:01/03/2023
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.
Paid for a very expensive leather sectional. They couldn’t deliver it for a month. When delivery arrived, only some pieces were there, and those were damaged by their shady rental truck and movers. They took my money and never delivered!
Business Response
Date: 01/05/2023
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.

There are delays in distribution due to the high
demand of this sofa.
We humbly apologize for the delay and are working on
getting your item to you. We have requested a transfer from another region so
that we may receive it sooner. Right now, it is set for a tentative date of
delivery on 01/24/2023. This date could still change based on manufacturer
distribution and transportation.

Though the delays are out of our control, it is our
mission to provide you with clear communication any time the date changes. This
is to keep you up to date with the latest information that we have on our end.

We thank you for your feedback and have relayed it to
our delivery team. We strive to provide a 5-star delivery experience. We have
communicated to our warehouse team the damages to your sofa and request changes
be made so that our furniture has a safer transit from us to you.

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:01/03/2023
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 purchased the furniture 10/27/2022 to be picked up 12/2/2022. They canceled my order, I had to re-order and as a concession the Brandon, FL store assistant mgr offered free delivery, to be received 12/3/2022. After confirming delivery, they canceled date and rescheduled for 12/7/2022 with a missing nightstand pushed back to 1/13/2022. The chest received had minor damage on one of the drawers and I was told they would send a repair person 12/30/2022. They call 12/19/2022 to advise me, the repair person had an emergency and can’t make the appointment scheduled 11 days away and now can’t come to mid-January. I call the customer service to complain, they offer to send a replacement chest along with the missing nightstand on January 5th. Upon checking my messages 1/3/2023, I discover they once again cancel the delivery date and decided to reschedule on the 12th of January. On top of all this, it took three calls and two emails to correct my balance since I removed an item from the order prior to delivery. I am still waiting for a call from the "district manager", the store manager was never in office and the assistant mgr did not return my call. I am tired of the lies, inconsideration and poor customer and at this point request they pick up their partial order furniture and return my $2321.97 promptly.
Business Response
Date: 01/09/2023
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 about
your issue with your Valentina Chest on January 6, 2023, and since there was an
even exchange on January 7, 2023, to resolve this issue I wanted to wait to
verify this would be completed.

Per our conversation today Monday January 9, 2023,
this exchange of the drawer was successful, and your problem has been resolved.

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: 01/10/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******* ******
Initial Complaint
Date:01/02/2023
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.
On 11/28/2022 (Cyber Monday) I purchased a Nala 2-Piece Sectional with Chaise at Value City Furniture in Beavercreek, Ohio for $798.00.

I chose to shop at VCF because of their Cyber Monday Sale ad which stated "the entire store 20% off, some exclusions apply".

The listed exclusions were "*Sale offer expires 11/28/22. Promotions and Discounts are not valid towards Top Deals, Doorbusters, Tempur-Pedic, Stearns & Foster, Sealy Posturepedic Plus Hybrid, Clearance, previous purchases, gift cards, delivery charges, or Pure Promise. Other restrictions may apply. Selection may vary by store."

At no time did any written or oral presentation at the store suggest these exclusions applied to the item I purchased.

I subsequently discovered that the exclusions and restrictions were so broad that only a small fraction of the sofas available at the store were really for sale at 20% off, certainly NOT "the entire store", and not the one I purchased. In my view, this constitutes misleading or deceptive advertising on the part of VCF.

In addition, I was charged $189.99 for what was advertised as a "Five-Star Delivery", but was anything but. The delivery personnel made no attempt to protect my carpet (no booties, no tarp, etc.), made no offer to move existing furniture to accomplish the delivery (I had to move it), and from arrival to departure were only here approximately 15 minutes. I don't think that was worth $189.99 ... more like $50.

I would appreciate if VCF would refund at least one-half of the delivery fee and the 20% off sale price I did not receive. My wife and I are seniors in our 70s, have very limited resources, and do not appreciate being taken advantage of.
Business Response
Date: 01/07/2023
Dear Mr. ****,

Thank you for contacting us and sharing your feedback
and concerns. We apologize if you feel the verbiage, it is misleading however,
we do see the item you purchased was a “Top Deals” item that was excluded from all
promotions we had going on around that time. We have attached where it states
this information on our website. Thank you again for sharing your feedback and
concerns we appreciate your feedback.

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

Sincerely,

Sahara C*****
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 01/10/2023
1. At time of purchase, I did not know the item was a "top seller". When questioned about its status, the sales associate did not mention that, instead telling my wife and I that the "20% off" was reflected in the price I was being charged. Again, a misleading / deceptive practice.

2. VCF's response did not address the "five star delivery" aspect of my complaint.

3. Only a downward billing adjustment by VCF will be acceptable to me.

Regards,

****** ****
Business Response
Date: 01/19/2023
Dear Mr. *****,

Thank you for contacting us and sharing your feedback
and concerns. Based on the information provided we did fulfill the expectations
we provide for our 5-star delivery it is required by the customer to have
everything prepared prior to delivery which can require the consumer to remove
current furniture to make room for new furniture. This is not a responsibility of
the delivery team as it states this information on our 5-star delivery list. We
do not require our drivers to wear booties as it is a safety hazard that can
cause physical harm to our team by not having the proper stability when
carrying heavy furniture. We completed and set up your delivery as promised we are
unable to refund you for the cost of the delivery fee. Also as stated it does
state on the promotion, we were running that exclusion do apply which your set
happen to be a part of the exclusion that did not qualify for the promotion. Thank you again for sharing your feedback with us we have done and addressed all issues to resolve.

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

Sincerely,

Sahara C*****
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 01/26/2023
VCF has done nothing other than confirm the substance of my complaint. They have offered no correction or restitution.
The only response I will accept is a refund as stated in my original complaint.

Regards,

****** ****

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American Signature Inc. is NOT a BBB Accredited Business.