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:12/30/2022
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 Sofa set in February of 2022, the controller cup holder failed in November of 2022, when I call in to resolve the issue, a technician came out and advised me the part would take 5 days to arrive, I waited 10 days before going into the store since I hadn't heard from anyone, when I went to the store I was advised it takes 4 to 6 weeks to get the part, I then reached out to the manufactured directly and was able to pay for the part on December 8th 2022. and received it on December 12th 2022, I reached out to value city via their customer service email and they refused to reimburse me the $104.25 I Paid!!! I want to be reimbursed for having to purchase this myself since clearly they had no intention of resolving my issue in a timely manner
Business Response
Date: 01/06/2023
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 do apologize that we did not get back to your
email in a timely manner.   The back-office team was out of the office for
the holiday weekend. We had to verify certain
information with that team before moving forward with a resolution.
    With that
being stated, we will issue the refund of $104.25 that you paid for the part
back the Discover card that you made your purchase on through Value City Furniture.
This will take between 3-7 days to go back to the card you paid with.

    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 888-751-8552.

Sincerely,

Tahnee H***
Initial Complaint
Date:12/30/2022
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.
An Online Order for a coffee table was placed on November 6th, 2022, and the coffee table was supposed to be delivered on December 20th. On December 21st I contacted Value City Furniture and was told that instead them delivering the item, the coffee table needs to be picked up by us personally in one of their stores/ warehouses on Gratiot and 23 Mile in Warren, MI. We drove to the warehouse and were told that the table is not there and it should be delivered to our house since it was an online purchase. We were also told by one of the managers who works there named Cira or Sira that we should cancel the order. So I called Value City Furniture and canceled the order on December 21st. Since then, I have called multiple times and asked about the status of the cancelation and the time when I will be reimbursed. Each time I have been told that Value City contacted the vendor and is still waiting for the vendor to respond. And that Value City can't proceed with my reimbursement until the vendor responds to them. It has been 10 days since I haven't received a straight answer regarding the reimbursement. I don't understand why I have to wait for the vendor's response since I paid and did business with Value City Furniture not any vendor. And on their webpage or the receipt there is no mentioning of any vendors. I feel scammed and very disappointed that Value City Furniture actions are borderline scam since I haven't received either the coffee table or my money back. I also filed a dispute with my credit card.
Business Response
Date: 01/04/2023
Dear Ms. ********,

Thank you for bringing this matter to our attention.
We are so sorry that you had a negative experience. Our company takes pride in
delivering the absolute best service to every customer.

The order has been canceled and the refund will take
3/5 business days to reflect on the card on file.

We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at 888-751-8552.

Sincerely,

Joy
********** **********
American Signature Inc.
******* ********
Customer Answer
Date: 01/10/2023
Hello! Thank you for all your help. Today we finally received the reimbursement.
Initial Complaint
Date:12/29/2022
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 bought furniture from American Signature on August 12 2022 and the delivery was scheduled in Dec when my house is ready.
The order contained a full king bed set and a dresser and a its mirror along with 2 couches.

I got courtesy call about delivery which was scheduled on Dec 22, 2022 and no one said anything about any issues regarding dresser.
Once the order was delivered, the dresser was missing and when I called they said they have no idea.
I called multiple times and I had to go to the store and they said they will deliver the missing item on 12/29/2022 and they mentioned they have no idea what happened to the item.
When I didn't get the courtesy delivery call, I tried calling them again and they said first am on the schedule for tomorrow, 12/29/2022. In the next minute the lady who attended the call said, its now being rescheduled for Saturday.
I told them to cancel the order and pick up back the entire thing as this has caused a lot of pain and my time and money them being irresponsible.
When I told them to pick it back, they are also asking about restocking fee.
None of this is my fault, so I need my money back for their irresponsbility.
I still didn't tell them to pick up back the couch.
Business Response
Date: 12/31/2022
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 12/29/22 there was a vendor delay, which caused
the dresser not to arrive on the trailer.

We are still experiencing vendor delays as it states
on our website. We have you currently scheduled for 1/4/23 for the delivery of THE
BROOKE HARBOR DRESSER. For the inconvenience of the delay, we would like to
offer you $300.00 back to your Visa card.

Once THE BROOKE HARBOR DRESSER is delivered on
1/4/23, we will process the refund back to your card.

Sincerely,
Dominique
B

Customer Answer
Date: 01/12/2023
I accept the business's response to resolve this complaint. They delivered the item after a struggle and missed one part of the installation. And Business has taken care of that too.

Regards,

******** ******
Initial Complaint
Date:12/28/2022
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 July 25 2022 I contacted vcf because my couches that I bought from them were ripping at the seams and the stuffing in pillows were sagging. I purchased the couch less than a year 8/2021. I was told to send pictures of the damage. I did that and they never responded back to me until my one year warranty was expired. I had also purchased there extended warranty. **** ******* *******. I called them and told them the issues I was having and they told me that I already knew about it over 30 days and they would not grant me my warranty.
What a way to pass the buck. I am so upset over their practices of deceiving the public when you go in to purchase their products and warranties.
Business Response
Date: 12/30/2022
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.

    What we
would like to do is set up a service for an external service technician come
out and look at the items. With it being the holiday weekend, Furniture Solutions
Network will likely not reach out until next week to set the service. Once the
service takes place we will reach out with a resolution.

    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:12/27/2022
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 first ordered this couch in December 2021. We waited months to get the couch. Once the couch arrived, only a couple sections came and once those were delivered we were told the others were backordered. This would have been nice to know before we got rid of our old couch! Instead, we sat with only a couple pieces until the other parts were delivered over a month later. Mind you, we were paying on this couch since the day we purchased it even though we did not have it. Over a month ago, one of the recliners stopped working. It took over a week to get someone to call me back to get a repair person out to our house. Once we finally got someone here, he told us the switch was bad and had to order us a new one. Fast forward a month later, with a broken recliner, we got a call from someone at Value City saying our switch was in and they were coming to repair the recliner today, December 27th. The repairman shows up today and the switch he has is not the right switch for our recliner. Now they have to order another one and we have to wait for another month to get it in. Why am I paying on a couch that doesn't work properly or a couch that I cannot get proper care for? I will never purchase from Value City again. This has been a nightmare. I want my couch repaired ASAP and I want some sort of compensation for this nightmare.
Business Response
Date: 12/29/2022
Dear ****** ********,

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 the service was on 12/28/22 and the service was
complete, we show the new switch was completed.

Please let us know if this is not the case and we can
get this fixed for you.

Once we confirm the service we can look into a refund
for the inconvenience.

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
Business Response
Date: 01/16/2023
Dear ****** ********,

We have put a refund through for you, this will take
3/5 business days to reflect on the card used.

We apologize for any
inconvenience you may have experienced. If you have any further questions or
concerns, you may contact our Customer Care Team at 888-751-8552.

Sincerely,

Joy
Customer Answer
Date: 01/17/2023
I accept the business's response to resolve this complaint.

Regards,

****** ********
Initial Complaint
Date:12/27/2022
Type:Sales and Advertising 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 am still receiving multiple mail ads from Value City Furniture (VCF) even though I had sent back requests/complaints multiple times already to have VCF remove me from its mailing list.
Therefore, I ask the BBB team to help request VCF remove me from its mailing list. Also, please ask VCF not to share, rent out, or sell my contact details.
Your help is very much appreciated.
Business Response
Date: 12/27/2022
Dear Mr. **********

Thank
you for contacting us with your request. We requested that you are removed from
our mailing. Please allow one mailing cycle for the change to take effect.

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,

***
********** **********
American Signature Inc.
###-###-####
Customer Answer
Date: 04/11/2023
Complainant continues to receive advertisements from business. Please remove Mr. ****** *********'s name from your mailing list.
Business Response
Date: 07/17/2023
Dear Mr. *********,
Thank you for contacting us with
your request. We requested that you are removed from our mailing.
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,
***
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 07/22/2023
[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.
Please remove my name and address from your mailing list as I have too many advertisement mails already.
Thank you.

Regards,

****** *********
Initial Complaint
Date:12/26/2022
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 have been attempting to resolve a matter with this merchant for over 2 months. The local store is a disaster, and assistant manger Lauren was so ride and unprofessional, the head manger Jason, to date has never called me back and corporate was no better. My couch is completely broken down after minimal use and the tech came out and took pics and stated that it should be replaced he advised that even the flood model that was 2 years old and sat on every day was in better condition. He stated we would be called by the store manager. We were never called by the store however when I called I was told by a salesperson that tgr warehouse manager changes the techs reports to state it was normal wear. I was told this happens frequently and appears to be a bit of a scam. Store manger will not call me back and corporate people work remote abc are not helpful.

I heed my couch replaced, but this store runs out the warranty. Help.
Business Response
Date: 12/29/2022
Dear ***** ***l,

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.

You are covered under a one-year manufacturer’s warranty.
From 02/22/2022 to 02/22/2023. Per our
policy: “Under conditions of normal usage VALUE CITY FURNITURE/AMERICAN
SIGNATURE FURNITURE will conduct repairs on any defect in workmanship without
any charge to the original purchaser for a one-year period from the date of possession
of the original purchase. --- If the item cannot be repaired to factory
specifications, the item will be replaced with the same or comparable
merchandise.” You can find this information on our website under Refund
& Exchange Policy.

This sofa is repairable. Our technicians are trained
and certified. We have reviewed the photos provided from the technician. Your
sofa was determined to have no frame/structural defects. We have offered to
send a technician to your home with more filling for the cushions to bring them
up to factory standards.

To request the additional filling be ordered, please
reach out to your purchasing store at ###-###-#### or contact one of our
Customer Care Team Members to pair with the servicing location to get the additional
filling ordered.

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:12/24/2022
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.
We had a furniture delivery from a 3rd party company that Value City sends. We paid $170 for delivery and an additional $100 for original delivery where we had issues. The second delivery was for today. We shoveled our snow, put salt down on top of our condo office doing it as well. It’s been 2 days of winter advisory in Michigan. Winds are at an all time high. We shoveled our snow as best as we could. Delivery drivers arrived, saw me wave at them and prepare for them to enter our and drove off. I was so confused? Changed our delivery to “unable to start”. I called and was told that we didn’t shovel our snow properly and did not put salt down and that’s the 3rd party company policy. Which is understandable! But I live alone and did my best (as a female) on top of my condo complex also placing salt and shoveling all of yesterday and this morning. I was told they can’t return even if I shoveled a little better. I wish the gentleman would have just opened their window and said hey can you shovel a little better and I would have done so. The wind keeps bringing on more snow! It’s a winter advisory. If they can’t deliver to certain houses, they should not be working for the day! I’d like to just speak with someone about getting my furniture delivered for a 3rd attempt (attempt 1 was my fault and I paid for it). This 2nd attempt was unfortunately not my fault. I shoveled as best as I could and I just wish they would have communicated the issue as they saw me standing, preparing for them to come in.
Business Response
Date: 12/27/2022
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 inclement weather, the
delivery team will need a clear path to the door, to successfully deliver
customer items if home or pathway is not ready prior to delivery, delivery will
have to be scheduled for the next available delivery date with a rescheduling fee
of $99. Which shows on the customer delivery checklist.
We show you are scheduled for delivery 12/28/22 2:15pm-5:15pm.
You will receive a call 30 minutes prior to delivery.

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,

Micole R*******
********** **********
Customer Care
###-###-####
Initial Complaint
Date:12/23/2022
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.
March of 2021, I placed my original order for a Nest sectional sofa from the Pinellas Park store and purchase price was around $2,700 which included their **** ******* coverage. I waited until the end if October to receive. When it arrived, a piece was completely broken, but repairman was able to repair it. During the time of the repair, I brought it to his attention that some of the cushions were collapsed and already tearing at the seams. He stated he will order an entire new set of cushions for all of the seats. This happened January of 2022. The Pinellas Park store informed me that the new cushions would take approximately 12-14 weeks to be delivered. During thst wait, the store closed, and my case was transferred to their Brandon store. I contacted them several times in June and they could not find my repair order and insisted they would contact me back. I never received phone calls back from them, and I had to continue calling every two weeks. They were finally ordered again in July. I have yet to receive them. Every time I call, I get the runaround and told I will get a return call, which I never get a call. I've even attempted emailing corporate, with no return call. This is beyond disappointing on a quality of product standard, as well as customer service standard.
Business Response
Date: 12/31/2022
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 would like to invite you back into store for a
reselection. This means you would
receive the amount of your previous purchase in an instore credit form for
$2386.01.
You would be able to use this credit for a new
purchase. This credit includes the purchase of the product, delivery fee, warranty,
and taxes. This offer would be good until 6/1/2023.

Sincerely,
Dominique
B*******
Customer Answer
Date: 01/10/2023
I accept the business's response to resolve this complaint. However, I do have additional questions regarding this acceptance. We attempted to call Dominique the week before last and were told she would call us back, and we are still waiting for that call.

Regards,

****** *****
Initial Complaint
Date:12/21/2022
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.
The recliner that we have is making a noise that sounds like a board is going to pierce my husband back or butt, technician wants to put a piece of foam in chair, this is over $1000 spent on chair and that is unacceptable. I have tried to call, and not getting any resolution from them. Even called corporate and was told I should have looked online for weight requirements, that is unacceptable I asked about the weight requirements before purchasing and when in the store I should not have to look online for my answers. I sent a letter to the president of the company as well. Just give me back my money.
Business Response
Date: 12/22/2022
Dear ******* ****
Thank you for taking the time to allow me to
resolve this case. Per our conservation
a refund request has been approved on your behalf for the return of THE DP
ROCKER RECLNR. Please return THE DR
ROCKER RCLNR no later than January 7,2023.
A refund will be processed once THE DP ROCKER
RCLNR is returned for an amount of $1203.43.
Please contact our office at ###-###-####
Monday-Friday 9-7 Est. Saturday 9-6 Est if you wish to replace this order.
Sincerely,
********* ********
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 12/22/2022
[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,

******* ****

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American Signature Inc. is NOT a BBB Accredited Business.