Complaints

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

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• 

  American Signature Inc.

  4300 E 5th Ave Columbus, OH 43219-1816

• 

  American Signature Inc.

  5600 Britton Pkwy Dublin, OH 43016-1274

• 

  Value City Furniture

  1000 Hylan Drive Suite 206 Rochester, NY 14623

• 

  Value City Furniture

  3801 Wm Penn Hwy Monroeville, PA 15146

• 

  Value City Furniture

  1400 Park Manor Blvd Pittsburgh, PA 15205

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:12/20/2022

  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 bought couches from Value City ********* November 2020. My couches were delivered February 2021. After only two months of having these couches, 3 of the cushion covers were coming undone at the seams. I contact them and they sent someone out to fix them. When the person came out they said there was no way to sew the cushions back together and that he’d place an order for new ones. We waited about 3ish months for this and they came and were replaced. In that time other cushions started to also come undone as well. He said he’d place another order and then I never heard anything from them again. I reached out December 2021 to ask them why nothing had happened and they told me they couldn’t do anything about the faulty couch and to use my insurance I bought on the couch. I told them no because I didn’t cause the damage to the couch, that it was a manufacturing problem and they told me to lie and say I did it and it had just happened. I was not going to lie on an insurance claim. I left it alone for a couple of months but once every cushion had come undone I contacted them again in June 2022. They had told me they didn’t know what I was talking about (even though I have text proof that I reached out which I screenshot and sent to them). They promised me they’d fix my problem and have all new cushions reordered but that it may take a month or two. It’s now December 2022 and I contacted them to ask what is going on and still have not gotten a reply. I want this issue fixed. I spend over 2k on a faulty product and have been given the run around for almost 2 years. For them to ignore me, tell me to lie on an insurance claim, and sell faulty products and not try to fix the problem is beyond bad business practices. Value City, replace my couch or refund me my money.

  Business Response

  Date: 12/27/2022

  Dear ***** ******
  Thank you for taking the time to allow me to
  resolve this case. Per our conversation you are approved for a reselection until
  2/24/23. You will have an in-store credit amount of $2073.24 to use towards your
  next purchase.
  Sincerely,
  *********
  ********
  Resolution
  Supervisor
  ###-###-####

• Initial Complaint

  Date:12/19/2022

  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.

  I purchased a couch, loveseat and recliner July 2021. When it was delivered it was broken. I immediately called and was told another company would have to come out and evaluate it. Weeks later they did and told us the break was common due to the way the delivery people stand them up in the truck. Said he would have them order a new mechanism and come install it when it came in. The part arrived MONTHS later and he came to install it and said the wrong part was ordered. It is now the END of December 2022 and our furniture that arrived broken is still broken, zero contact from them, when I call they say they will call when it comes in. I would like my money back on this, my couch fixed and a formal complaint filed.

  Business Response

  Date: 12/22/2022

  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.
  
  Our company uses a third-party service for your
  location when it comes to sending out a service technician. This company is
  called ********* ********* *******. We do this so that we may reach those
  customers where an internal service technician is unavailable.
  
  We are experiencing extensive delays in the parts. This
  is completely out of our control as some manufactures are still experiencing
  shortages in parts and materials. Estimated wait times on all parts orders are
  4 to 16 weeks.
  
  The wrong part being ordered was an avoidable mistake
  and for that we humbly apologize. To rectify the issue, wee have ordered a
  complete replacement of your loveseat.
  
  The items are not eligible for return per our Refund
  & Exchange Policy: “After your receipt of merchandise, if you are
  dissatisfied for any reason, you may return it for a full refund, less delivery
  fees, so long as it is returned or exchanged within 7 days of pickup or
  delivery.” This information can be found on our website as well as on the back
  of your receipt.
  
  We thank you for your feedback and greatly appreciate
  you for sharing your experience with us. This type of feedback allows us to
  evaluate our systems and communications and adjust accordingly.
  
  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:12/19/2022

  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 an adjustable height desk from Value City along with other furniture last year. The desk was delivered but broke after several months of having the desk. I have been waiting over 8 months now to have a new desk delivered. The issue is the desk has been in stock for several months now but no one will deliver the desk. I have asked for a refund or that they deliver the desk. I've spoke with 2 managers and was told someone would call me to schedule the desk to be delivered. Nothing yet. I need my desk asap or my money back.

  Business Response

  Date: 12/20/2022

  
  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.
  Upon reviewing your order, we
  show that a replacement for your Norwalk Lift Desk was delivered 12/5/22. To better
  assist you may we know if the replacement that was received on 12/5/22 was
  damaged.
  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,
  
  Micole R*******
  

  Customer Answer

  Date: 12/28/2022

  I am rejecting this response because: I did not receive a replacement desk on 12/5/2022. It's appalling that this is Value City's response. You couldn't have thoroughly checked your system. No one has even contacted me to set up a delivery day/time for the replacement. So how does your system show that a replacement desk was delivered 12/5/2022? At this point, please process a refund so I can go out and buy me a working desk. I have tried to settle this but this just pissed me off. Value City has been much better than this in the past. It's unbelievable that prices are marked so high but the service bar is so low. Their response is a blatant lie. I'm appalled that they sent this reply. 
  
  
  
  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 01/04/2023

  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 your
  complaint.
  
  Thank you for taking my call and email, we still need
  to see what you would like to do. Here are your options:
  
  ** You can reselect to a different desk.
  Or
  ** We can pick the desk up for a full refund.
  
  Please let me know how you would like to proceed.
  
  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:12/17/2022

  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.

  We purchased a couch set on January 30, 2022 for $ 3,750.13 USD. Quote Reference number ********** customer number; ***************. Since the installation one of the electric recliners has not worked, VCF has given us different dates and promises to fix the problem, however nothing has been done about it so far, we think it has been too long, and it is not right. They’ve said they would call us back but never do and we keep waiting. We would appreciate it if you could help us.

  Business Response

  Date: 12/22/2022

  We do apologize that this has
  been your experience with our company. We want to put forth our very best
  effort to resolve this complaint.
  Upon reviewing your order, we are
  able honor a replacement for your Brookdale LAF Dual Power Recliner Chaise for
  12/29/22. You will receive a call 48 hours prior to delivery with a 3-hour time
  frame window.
  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
  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,
  
  
  
  ******* ******* *******

• Initial Complaint

  Date:12/15/2022

  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.

  In the month June 2022 I went into Value City in search of a bedroom set. The Sales-rep took my order. As we were discussing the price and arrangements. The best time to buy on the week of the 4July. I explained to him that I was on Military Orders and would be returning to a new home the first week of July. The Sales-rep stated the bed-set in which I selected most customers love it but it's normally a hard fit but if I get the measurements and take pictures he would be able to tell based on work skills and previous experiences. I asked many times was he certain and if not would I be charged, he stated no or multiple occasions. On three separate occasions I took pictures and measurements alone and with a male. He stated, "I was good to go and there shouldn't be a problem based on the pictures and measurements. However three months later once the bed arrived the delivery men open the door (the furniture was already unwrapped. which lead me to think this was from the store and not new) They entered my house and said no it won't fit and I won't take a chance on damaging the walls. I spoke with someone in the store and was told they had a right to refuse. So, I asked were does this leave me? Later, I called and asked to speak with the manager. I was told before getting transferred I should get a refund because the bed never left the truck but after I spoke with another personnel he said the opposite. I had several employees playing on the phone pretending they were store managers I am out of $800. It's not fair to me because I asked the right questions and was told that I would get my money back if the furniture didn't fit the Sales-rep then by another person if it didn't leave the truck. Someone else told me I had to buy something else and the last person who I spoke with told me that it was unto that manager. ticket # ********** Value City furniture ###-###-####. 09/07/2022. I picked up the sofa
  **********

  Business Response

  Date: 12/16/2022

  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.
  
  Per our policy: “After your receipt of merchandise, if
  you are dissatisfied for any reason, you may return it for a full refund, less
  delivery fees, so long as it is returned or exchanged within 7 days of pickup
  or delivery. --- Except where prohibited by law, a 15% restocking fee may be
  charged on returned merchandise or cancelled orders.” This information can be
  found on our website under Refund & Exchange Policy as well as on
  the back of your receipt.
  
  We are only able to make an educated judgement if an
  item will fit based on the information and measurements the customer provides.
  As stated in our delivery policy, it is the customer’s responsibility to
  measure all aspects of the home to ensure a successful delivery. Including, but
  not limited to, the floor to any fixture, doorways, wall to wall, floor to ceiling,
  stair width, railing to ceiling, or any landings. Our delivery team will not
  force any item into a space if they feel it will damage the property by doing
  so.
  
  Prior to delivery, most items are unwrapped in the
  warehouse and then re-wrapped in moving blankets and loaded onto the truck.
  This to maximize time efficiency during your delivery.
  
  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: 01/04/2023

  1.4.2023, BBB received a phone call from consumer stating that delivery driver did not attempt to remove any part of the merchandise from the truck to bring it into consumer's condominium. Consumer wants to know what criteria is used to determine the merchandise would not fit if an attempt to take merchandise off truck and into her condo was not made.

  Business Response

  Date: 01/05/2023

  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.
  
  Per our policy: “After your receipt of merchandise, if
  you are dissatisfied for any reason, you may return it for a full refund, less
  delivery fees, so long as it is returned or exchanged within 7 days of pickup
  or delivery. --- Except where prohibited by law, a 15% restocking fee may be
  charged on returned merchandise or cancelled orders.” This information can be
  found on our website under Refund & Exchange Policy as well as on
  the back of your receipt.
  
  We are only able to make an educated judgement if an
  item will fit based on the information and measurements the customer provides.
  As stated in our delivery policy, it is the customer’s responsibility to
  measure all aspects of the home to ensure a successful delivery. Including, but
  not limited to, the floor to any fixture, doorways, wall to wall, floor to ceiling,
  stair width, railing to ceiling, or any landings. Our delivery team will not
  force any item into a space if they feel it will damage the property by doing
  so.
  
  The delivery team uploaded photos of a landing in your
  staircase that was too narrow for the item to fit through safely. With the
  railing, and angle of turn, the item would have damaged the walls while moving
  it up the stairs. Because of the possible outcome, our delivery drivers were
  not able to complete the delivery.  
  
  Prior to delivery, most items are unwrapped in the
  warehouse and then re-wrapped in moving blankets and loaded onto the truck.
  This to maximize time efficiency during your delivery.
  
  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:12/12/2022

  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.

  Purchase date of Furniture was October 2022, deliver was in November of 2022. Total spent with an extended warranty was $6000 Dining set was damaged and both sectionals. A 3rd party delivery company stated that customer service would reach out to me for replacements of damaged items. No one called ofcourse drivers never reported. I called store and they sent out a technician to repair and look at damaged items. Repair man painted the chairs a different color than original furniture and said that’s the best he can do. One of the sectionals that ripped during delivery because delivery drivers dragged it on floor. Repair man sewed it and said that’s the best he can do. I told him his repairs were unacceptable and I sent multiple photos to the store showing damages. The other sectional had cushion issues which I’m sure is manufacturer issue. I called the store multiple times and Josephine called me back to tell me items will be replaced and that she would call me back with a delivery date. No calls were received. So I called the store on December 9th the customer service rep stated that Josephine was not allowed to make that call about replacing and that i apparently had dining chairs replaced and I told her nothing has been exchanged or replaced. She stated there was nothing they were going to be able to replace so I asked to speak with store manager. She stated she is not available and will call me back. Brenda store manager has failed to contact me in anyway to rectify the issue. I even paid for a 5 year warranty for any damages to furniture. I cannot believe how much run around this store is giving me. All I want is what I paid for and for items to be in New condition not damaged.

  Business Response

  Date: 12/16/2022

  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 all
  your issues so I can have more clarity.
  
  At this time, I am still working to resolve the issues
  and will be following up with you as we discussed once the pictures are
  received for the sectionals.
  
  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: 12/27/2022

  I am rejecting this response because: Problem and replacement of items have not been resolved. 
  
  
  
  Regards,
  
  
  
  **** ** *****

  Business Response

  Date: 01/05/2023

  Dear Ms. **** ** *****
  
  Thank you for your continued
  patience while I am still working to resolve your issues. Per our conversation
  on 1/4/23. I will be following up with you next week with a resolution.
  
  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: 01/05/2023

  I am rejecting this response because:  They have not been able to resolve anything at this time and I am currently waiting on Stores response. 
  
  
  
  Regards,
  
  
  
  **** ** *****

• Initial Complaint

  Date:12/09/2022

  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 purchased my sofa sectional recliner set through ASF, I have used them for over 10yrs, I have never had a problem with using my warrenty and even replacement. I filed a claim on my sofa on 7/20/22 because the recliner keeps buckling and goes off track, the guy comes says it will be a week or so and they will fix it, they have had a problem with this particular sofa set and the tracks. I must have called about 3 more times over the months and everytime the piece is on back order, don't worry. On Dec 2 the warrenty company sends a email to pay me out because they can't fix it. I am obviously extremely upset this time as I have wait over 6 months not using this furniture. Today the company I'm ********* Florida calls me to replace the piece, then proceeds to tell me my warrenty is now null and void since I am using it. If I want to replace it I need to pay for it to be shipped and purchase a new warrenty. Of course to me this is ridiculous and I have no control over the broken furniture . The reason I bought the warrenty is to make sure if I ever had a issue I have my warrenty to use. I was told , your warrenty is like a car, you use it and it's gone. After 30 plus minutes of bickering and the company calling me back , I decide how unfair this company is being. Never have I had to go through this with any other piece of furniture that has broken through this company. At one point in time I applauded it. I dont know if it's the store and there customer service, but I refuse to pay for another warrenty and pay for shipping when I purchased a warrenty for this reason. How dare the company try and take advantage of the customer and put more money in there pocket. I paid a big money to purchase this sofa and for them to request more for something I have NO control over is ridiculous. They have lost a customer. I have never had fight to fix something that I paid for. I'm sorry that this particular has no customer service values, they don't make your store look good.

  Business Response

  Date: 12/09/2022

  Dear Mr. ******* ****,
  
  We do apologize
  that this has been your experience with our company. We want to put forth our
  very best effort to resolve this complaint.
  
  Upon reviewing
  your order, per the terms and conditions your Pure Promise Protection Plan,
  customers are responsible for paying sales tax, delivery charge, and protection
  plan. The plan only covers the product(s) listed on the sales receipt. We currently
  offer 3 delivery options based on your zip code which range from
  $113.99-$189.99 depending on your needs.
  
  If you have any
  additional questions, please feel free to respond to this email or call our
  Corporate Customer Care Center at ###-###-####. Our office is open from 9am -
  7pm EST Monday through Friday, and Saturday 9am-7pm EST.
  

• Initial Complaint

  Date:12/09/2022

  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.

  on November 6th we purchased a bedroom set for my daughter. Order number *********** Price $2186.55. It was supposed to be delivered on the 22nd but the supposid truck broke down. So i took the next day off so it could be delivered then.
  It was delivered damaged; the mirror was damaged and missing screws when putting together and the bed is unusable do to missing parts. the center support legs and screws for all the cross slats are missing. This was delivered on the 23rd of November this way. After over an hour on the phone they were going to replace the damaged mirror part and dresser but are ordering parts for the bed. The new dresser came and was delivered on December 8th. but they didn't replace the mirror and now another screw is missing out of the back of the mirror. I'm calling again trying to resolve this but it's now 16 days in and my 11-year-old daughter still can't use her room and has no idea when. I'm calling again today and this will cause me to miss more work being home for them on 1 or 2 more times at best.
  I would like my $169.99 refunded for the delivery and installation charge. Ship me the parts and i will fix it myself.
  I need one new mirror arm or support board that mounts the mirror to dresser, and 3 screws with washers for mounting. I need all the screws for the slats, 8 or 10 not sure the count.. and i need the center support legs that support the mattress in the center

  Business Response

  Date: 12/09/2022

  Dear Mr. *****,
  
  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.
  
  We see you have been working with the store and they have
  ordered the parts in that is needed. Once the store receives the parts, they
  will call you to install. I at that time if you would like to have the parts
  sent to you, please let the store.
  
  Once the order is completed, we can refund the
  delivery fee for you.
  
  We do apologize for the
  inconvenience. If you have any questions, please call Customer Care at
  #**************
  
  Sincerely,
  
  Joy
  

  Customer Answer

  Date: 01/03/2023

  Talking to the business today i've found out parts will not be made available till at best in april. My daughter needs a bed and dresser. Right now this stuff is in pieces in her room and shes sleeping on her sisters floor. Value city needs to come pick this up they knew it was like this when they dropped it off and just give me a refund so i can purchase a bedroom set 
  
  Thank you for your time
  **** *****
  

  Business Response

  Date: 01/04/2023

  Dear Mr. ****** 
  
  We can pick this up for a full refund, your pickup
  date is 1/10/23. Once all is picked up, we can refund the card on file.
  
  We do apologize for the
  inconvenience. If you have any questions, please call Customer Care at
  #**************
  
  Sincerely,
  
  Joy
  

• Initial Complaint

  Date:12/08/2022

  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.

  On 6.18.22 i purchased furniture /bedroom set/ for 1383.52 dollars. The delivery date was changed couple times. The last delivery date was set on Dec 10, 2022. Today I got info from the store that the delivery date will be changes again for Dec 14, 2022 but it is not guaranteed. I have been paying monthly rates for furniture that has not been delivered. I am not sure whether this will be ever delivered. I called the store representative who was very unpleasant and did not care about the fact that i have not received furniture for nearly 6 months.
  I request apology and 25% discount on the furniture or gift card in the amount of 25% of furniture value. I request that this furniture is delivered. This is unprofessional and poor customer care that cannnot be tolerated.

  Business Response

  Date: 12/09/2022

  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 do apologize that we have been experiencing some
  vendor delays in regard to some items.
  
  We see that you are set for delivery on 12/14/22,
  please note the delivery dates are subject to change.
  
  Once you have a successful delivery, we can look at an
  in-store credit for the issues.
  
  We apologize for any inconvenience you may have
  experienced. If you have any further questions or concerns, you may contact our
  Customer Care Team at *************
  
  Sincerely,
  Joy
  

  Customer Answer

  Date: 01/03/2023

  Thank you for your messages. I do not accept the response by business. The furniture was purchased on 6.18.22 but delivered on 12.14.22. The delay was substantial. The delivery was rescheduled by the company couple times. The customer service i contacted did not care about my problem. I had to ask retired friend to stay at my home for delivery as I work on weekdays. The delivery was supposed to be on Saturday. 

  The receipt is attached.

  Thank you

  Sincerely, 

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

  Business Response

  Date: 01/11/2023

  Dear ******** *******,
  
  We see that the service was complete.
  
  You have an instore credit on file.
  
  If you have any other questions or concerns, please
  contact our customer care department. Our telephone number is (**** ********.
  We are available Monday through Friday from 9:00 AM to 7:00 PM EST, and
  Saturday 9:00 AM to 6:00 PM EST.
  
  Stay safe and take care!
  
  
  
  Sincerely,

  Joy
  
  

  Customer Answer

  Date: 01/11/2023

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

• Initial Complaint

  Date:12/07/2022

  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 couch on January 26, 2022 order # ********* for $1,771.47. The shipping arrival date was May 24, 2022 after it was changed several times, once the couch finally came it was delivered damaged with a whole in the front of it. The delievery men refused to take it back told me to contact the store. I called the store and spoke to ****** and the ******* after calling several times over 5 hours and being left of hold, Finally I was offered $400 back and they would send someone out to repair the hole. The repair person came to my home June 8,2022 and said it could not be fixed and he would send a report to the store to replace it. I called several times on that day could not get anyone to talk to me, on June 9th I spoke with ******* and she offered me a new couch and $300 off plus the delivery fee refunded. She said the new couch would come in October and they would take back the old couch and the refunds will then be sent back to the original payment method. In October the couch never came I've called several times and was told someone would get back to me it's now 12/07/2022 and I have yet to get a call back, I have not received the new couch or a refund of any amount.

  Business Response

  Date: 12/09/2022

  Dear Mr. ****** ********,
  
  We do apologize
  that this has been your experience with our company. We want to put forth our
  very best effort to resolve this complaint.
  
  Upon reviewing your order for
  *********. We show that your right-arm-facing corner sofa for the Hearth Cement
  Haven is being replaced on 1/3/23, with the return of the damaged merchandise
  for 1/3/22. You will receive a 3-hour time frame window 48 hours before your
  delivery and a call the day of delivery at least 30 minutes before arrival. Per
  your order once the item has been successfully delivered, we will provide
  $300.00 compensation 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,
  
  
  ****** ********
  Resolution Supervisor
  Customer Care
  ###-###-####

  Customer Answer

  Date: 12/15/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  

  I have to reject that offer. That’s not sufficient enough for all I have been through with you guys. Your company have failed to meet proper and great customer service since receiving the sofa. To only receive $472.00 I can’t not accept that. The first offer with the exchange and the $300.00 did not go as planned because your company has failed to meet what was promised to me. What would be fair for me would be to receive the exchange piece and a credit of $400.00 since I have been the only one who has been suffering.
  
  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 12/16/2022

  Dear Mr. ****** ********,
  We do apologize that this has
  been your experience with our company. We want to put forth our very best
  effort to resolve this complaint.
  Upon reviewing your order, we
  show you spoke with one of our supervisors at customer care on 12/15/2022, and
  customer agreed to receiving 20% off upon successful delivery of your
  replacement for 1/3/2023. You will receive a call 48 hours prior to delivery
  with a 3-hour time frame window.
  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
  Customer Care
  ###-###-####