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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Submit a Complaint

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:12/07/2022
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.
Purchased a couch less than a year ago. Also purchased additional warranty. Within 2 weeks of purchase the seat sunk in. After 2 weeks of trying to get it exchanged, they finally exchanged the bottom part only. Only for it to go back again in 1 week. Got it replaced again which took even longer this time they only exchanged the bottom. Same exact seat sunk again at this point we asked for a refund because seems like a manufacture defect. Spoke with Jose from the Elston location and he suggested they would pick up or old one and offer us a refund for the inconvenience. It has been 3 days and too many attempts and time wasted on the phone trying to get Jose on the line. He's always busy and does not return a call even though the employees state that he will. I am just looking for a refund at this point I will never be buying a single item from Value City Furniture. The worst customer service I have ever dealt with, this is my first ever filing a complaint on BBB. I need someone to come pick up my sofa which I was told would happen Tuesday Dec 6th and no one called or came to pick it up. I need this picked up and I need my refund and I will be happy.
Business Response
Date: 12/13/2022
Dear Mr./Ms* *****,

Thank you for contacting us and sharing your feedback
and concerns. We apologize for all the issues you experienced with our company.
We would be more than happy to assist you; however, we were unsuccessful with
pulling up an order under any of the information provided. Please reply with
the telephone number or invoice number associated with the order.

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*****
********** **********
Customer Care
###-###-####
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 recently made a purchase within the last few weeks and have been very unsatisfied with customer service and in my purchase!
1. Went in store for an hour, not one person ever asked to assist me including the man at the door I walked by twice. I should have realized this was what I could expect from customer service with this company.
2. Delivery issue: they only brought me half my couch! Never was advised half of my sectional was on back order. I had to deal with us upon delivery with the delivery drivers and I was not comfortable that I wasn’t informed. When I called about the issue, they wanted me to take another day off of work to get a delivery. I said not my mistake. Not my problem.
3. I had company over for the holiday and my brand new chair only a few weeks old already sustained broken wheels due to the cheapest possible plastic wheels that go to like a desk chair, clearly not made for a giant oversized circle chair that was supposed to van purchase of quality and it cost me almost $1000. I would expect greater quality out of this. The customer service has been nonexistent, I hate the fact that every time I try to call them they’re closed, when I finally do get off work early and take my time to call them I am met with long hold times, horrible customer service, unfulfilled promises that I’m going to get a call back, my first contact on the customer form online. I requested a call back never received it. Then I called and complained about the issue and was told I was going to get a call back the next day and have not gotten a call back. At this point, I would be happy with just getting my money back for this terrible purchase that I made this awful quality chair that will never withstand the lifetime of this purchase that I’m still paying on. That being said, I am on the fence if I would ever choose to purchase from them again, although this is my second couch purchase from them. FYI: same wheels as my $29 desk chair! Disappointed to say the least!
Business Response
Date: 12/09/2022
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.

     Per our
information these items were delivered on 9-30-2022 and 10-15-2022. These items
are not eligible for return as you are outside of the 7-day return policy. Per
our information a service has been set for 12-15-22 to correct the issue with
the wheels of the chair.

    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,

****** ****
Resolution Supervisor
Customer Care Team
Initial Complaint
Date:12/07/2022
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.
I was on the phone with the company for over an hour last week. I told them to cancel my order and they said they would. My order showed up yesterday. I do not have the ability to put the tables together myself.

Tracking Number: ************###-###-####**

I either want a the tables picked up and a refund or someone to come put them together for me free of charge.
Business Response
Date: 12/08/2022
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.

However, after reviewing your order for the Weston
Cocktail Table and the Weston 3 shelf end table is a Direct shipped item, which
comes directly from the vendor to the customer’s home via ****** **** *** ****** ******* **********. Items must be cancelled before are items ships
from the warehouse, once items are shipped customers are responsible to bring merchandise
back to one of our Value City Furniture store locations within 7 days of
receiving in its original condition for a refund with a 15% restocking fee.

We were unable to cancel order due to merchandise was shipped
prior to the cancellation. At
this time, we will not provide assembly of the items as this is not included
for these items. Merchandise
that is delivered through manufacturer parcel shipping does not include
delivery .You do have the option of returning items to one of our local store
locations no later than 12/13/22 based on your delivery of 12/6/22.

This information can be found on our website under our
terms and conditions and is also located on customer receipt.

If you have any further questions or concerns, you may
contact our Corporate Customer Care Team at ###-###-#### or you may contact
your local store location.

Sincerely,

Customer Answer
Date: 01/03/2023
I never received any notice of the company's response. I never received an email saying there was a response. I would not have agreed to any option they gave. I expect someone to come get these tables, which are in their boxes still, and give me a 100% refund.

As far as their claim about the return and refund policy. There is nothing about it on the receipt I was sent. Customers should not be expected to go through the website with a fine tooth comb. I expected that the tables would be delivered, preassembled to my local store and that I would make arrangements with them to have them delivered. If I had known they would just be sent to me in boxes, I would have never ordered them.

I feel like I need to file a complaint on the BBB itself for not notifying me about the company's response. I do not consider this matter closed or resolved. I expect the BBB to reopen this complaint and the company to do better. I am also seeking a resolution through my state attorney general's office, my elected officials and the consumer protection agency.

****** ******
Business Response
Date: 01/03/2023
Dear Mr. ****** ******,

We do apologize that this has been your
experience with our company. We want to put forth our very best effort to
resolve this complaint.

However, after reviewing your order for
the Weston Cocktail Table and the Weston 3 shelf end table is a Direct shipped
item, which comes directly from the vendor to the customer’s home via FedEx,
UPS, and Ground Freight Expeditors. Items must be cancelled before are items
ships from the warehouse, once items are shipped customers are responsible to
bring merchandise back to one of our Value City Furniture store locations
within 7 days of receiving in its original condition for a refund with a 15%
restocking fee.

We were unable to cancel order due to
merchandise was shipped prior to the cancellation. At this time, we will not
provide assembly of the items as this is not included for these items.
Merchandise that is delivered through Manufacturer parcel shipping does not
include delivery. We are unable to honor return due to items were
delivered via FedEx 12/6/2022 at 11:49 am, which is outside of the 7-day return
window.

This information can be found on
our website under our terms and conditions and is also located on customer
receipt.
If you have any further
questions or concerns, you may contact our Corporate Customer Care Team at ************ or you may contact your local store location.

Sincerely,

Micole R*******
Initial Complaint
Date:12/06/2022
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 it about 08/01/2022 I purchased a bed and mattress from value city furniture on miller road. The bed was in the clearance center. The sales agent informed me that there was an issue which the drawers. The bed was a queen size platform storage bed. The sales agent informed me that if I purchased the warranty I could get it fixed. So for that price I thought that was a good deal and I also purchased the warranty upon her advice. Well the bed broke on the side where the drawer was and I tried to get a replacement or use the warranty and was told that the warranty did not cover it. Had I known I would have not made the purchase..
Business Response
Date: 12/09/2022
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.

     Per our
information from the service report, the damage to the item did not occur due
to the issue with the drawers. Furthermore, this item is a clearance one only
item. This means that these items do not qualify for exchanges inside the one-year
manufactures warranty, nor does it qualify for any type of return. You will
need to file a claim with your extended warranty, Uniters of North America Pure
Promise.

    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,

****** ****
Resolution Supervisor
Customer Care Team
Initial Complaint
Date:12/06/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 11, 2022, I purchased 6PC DP SCNL W/CH-MERRITT TAUPE for $3,849.94. On September 27, 2022 the furniture was delivered, the furniture was not set up correctly and the delivery staff notified Value City of Waldorf of the missing parts. I called Value City Furniture to inquire of the status of the missing parts, I was told that it would take 30 days to have the service protection team to set an appointment, I told the Assistant Manager to schedule for pickup, the Assistant Managers from the New Carrollton Store told me that it would be a 15% restock fee. The Assistant Manager insured me that my issues would be completed on October 6, 2022. On October 6, 2022, the furniture was put together correctly, I was told the missing legs would have to be ordered, it would take 6 to 8 weeks which pushed me outside the return timeframe. I called several time to get a status on the legs and was told it would take up to 8 weeks to be received. I call on December 5th and was told that it could take up to 12 weeks for the missing parts to be delivered.
Summary:
Purchased 9/11/2022, price $3,849.94 Restock fee $577.50
Delivered 9/27/2022
Repaired 10/06/2022
Parts Ordered 10/06/202 per the store
Business Response
Date: 12/12/2022

Dear Mr. ****** ****** ******

The 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 for taking the time to speak with me recently to
provide more details about your issue.

Currently there is no estimated date for the arrival
of the missing leg to your chaise. As you did inform me you would not like an
exchange, so I have set for the Taupe 6-piece Merritt Sectional to be returned.

The soonest pick up date we have is Saturday December
17, 2022. The store will reach out to you a few days prior to provide you with
a time window. Once the items are returned, your full refund for the price of
the sectional will be processed back to the original form of payment and should
post in 3-5 business days.

I 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: 12/14/2022

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

Regards,

****** ****** ******
Initial Complaint
Date:12/06/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 2022 I purchased a couch and ottoman that was delivered July 5th, 2022. The couch was not correct but the ottoman was. The delivery people took the couch back. I called to see when the right couch could be delivered. I was told October or November of 2022. I then told them I wanted to return all items. Value City secheduled the ottoman pick up and are now charging me a restocking fee as it was over 7 days from initial delivery. I would like Value City to pay the restocking fee of $54.00.
Business Response
Date: 12/08/2022
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.

We see the ottoman was returned outside the 7-day time
frame; therefore, a restocking fee of 15% was applied. In a successful delivery,
this policy would apply; however, we acknowledge that the delivery was not
successful due to an error in having the wrong sofa disbursed. We have elected to
waive the restocking fee and refund it to your original form of payment.

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,

****** H
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 12/13/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18447467

I am rejecting this response because: I was told I could have the correct couch that matched the ottoman within a month. When I was informed I could not I then asked value city to return the ottoman.

Regards,

***** ******
Business Response
Date: 12/14/2022
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.

We have responded in your favor by refunding the
restocking fee. You have received a full refund and your order has been closed
out.

We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, or if you wish to
replace the order, please go to your local Value City Furniture, or call our corporate
Customer Care at ************.

Sincerely,

****** H
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 12/23/2022
[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:12/04/2022
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.
We purchased a couch in the summer of 2021 that was delivered in September 2021. By July 2022, the couch cushions started falling apart. I called the store and they asked me to text them pictures, which I immediately did.
No replies from them.
My husband had to go to the store to get an appointment with their service department. When we purchased this couch, we were told that there was a 12 month guarantee on the couch.
Finally, a service tech was sent to the house. He took one look at the couch and said we would need new covers as there was no way to repair based on how bad they were falling apart. Almost EVERY SINGLE cushion is ripping apart at the seems.
No replies from them.
I just called back and was told they determined that I probably removed the covers and washed them so they will not cover anything. They were never even going to NOTIFY US!
We paid almost $5,000.00 for this piece of garbage that is falling apart before our eyes. The longer we wait, the tears get bigger, exposing the actual cushion, which is now falling apart.
TERRIBLE CUSTOMER SERVICE. THIS IS A COMPANY THAT WILL NOT STAND BEHIND THEIR PRODUCT OR EVEN MAN UP AND FOLLOW THROUGH AND CORRESPOND WITH CUSTOMERS ONCE THEY HAVE THEIR MONEY.
We bought this couch in 2 separate orders. Attached is the initial receipt. I am working on locating the other.
Business Response
Date: 12/13/2022
Dear Ms. ****,

Thank you for contacting us and sharing your feedback
and concerns. We apologize for all the issues you experienced with our company.
We would be more than happy to assist you. Upon further review we did get
information back from our certified technician, and it was determined based on
the service completed the issues you are experiencing are not caused by a manufacturer’s
defect. The issues reported are not covered under our 1-year manufacturer’s
warranty. We thank you again for sharing your feedback and concerns!

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,

****** ******
Resolution Supervisor
Customer Care
###-###-####
Business Response
Date: 12/27/2022
Dear Ms. ****,

While we understand your frustrations, we have the
Certified Technicians Report. The causes of the furniture issues are not covered
under the 1-year manufactures warranty.

Per our manufactures warranty online:

Warranty
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. VALUE CITY FURNITURE/AMERICAN SIGNATURE FURNITURE will not perform
work or repair any furniture which may cause a hazard to our employees or our
property. Warranty coverage does not apply to furniture that has been
heavily soiled, stained, intentionally misused, altered, improperly
cleaned,
infested, damaged in transit, or otherwise damaged in a way that is not the
result of defect in the workmanship of the product. If the item cannot be repaired to
factory specifications, the item will be replaced with the same or comparable
merchandise. If the same item is not available, VALUE CITY FURNITURE/AMERICAN
SIGNATURE FURNITURE will issue an IN-STORE CREDIT towards new merchandise.
Accessory items are warranted for a period of 90 days. " AS-IS" items
carry no warranty and the sale is final (except were prohibited by law). For
warranty claims on mattresses, box springs, or additional protection or
warranty programs, refer to that warranty for service information.
Please follow the link:
****************************************************

Per the service notes there have been “improper care
or cleaning” of the furniture. This is not covered by the manufactures warranty.

We see you have Pure Promise/Uniters extended warranty;
you can file a claim with them to see if they can cover this for you. Below is Pure
Promise/Uniters information:

FILE A CLAIM:
Within 15 days of discovery of damage
App: Download Uniters App from Android App Store
Phone: ###-###-####
Website: *****************

We do apologize for the
inconvenience. If you have any questions, please call Customer Care at
####-###-####

Sincerely,

***
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 12/28/2022
[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:
There is some sort of assertion that we have "improperly cleaned" this couch and I do not think that was the case. Please let me know what constitutes "improper cleaning".
When the technician was in our home, he advised that he would be recommending ordering new cushion covers for this couch. What happened? Where is the disconnect? Please answer directly to my question. What in the world could we have done wrong to make every cushion fall apart?
We did NOT put these covers in the washing machine.
I find it offensive that you are even talking about the optional warranty, that I purchased. I will not file a claim using that policy when this defect should be covered under the manufacturer's warranty. Using the policy I purchased only takes more money away from me.

Regards,

*** ****
Initial Complaint
Date:12/03/2022
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.
Furniture ordered 2/2022 finallly delivered at various times May through August 2022.

CHarleston Chest had to be replaced, new one delivered maybe 10/2022 - this one was unfinished in certain places - delivery person took pictures, I contacted to have Repair person either repair or determine needed a replacement

Lincoln mirror - unfinished - in certain places - glue visible - same time deliverd with replacement Charleston Chest - delivery person took pics and I called company following weekday.

Appointment with repair person scheduled for NOvember 2022 date - Day of appointment email received stating canceled because replacement parts not available -

I have received no communication for follow up. -
They will not answer the phone for me to follow up - COrporate is unable to get in touch with them.

I want repairman - out here! and a compensation for my time because this is not the first time having to spend time calling
Business Response
Date: 12/06/2022
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.

We see there is a service on 12/13/22, the store will
call you with the time frame.

Once the service is done, we can look into a discount
for the issues for you.

Sincerely,

***
Phone: ###-###-####
Resolution Supervisor
American Signature Inc.
Customer Answer
Date: 12/17/2022
[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:

Tech came 12/13

I told tech Repair was not satisfactory - on Charleston dresser - slapped bright white caulk into the areas with cracked paint and still not sealed. I questioned his use of bright white caulk on yellowish antique qhite furniture and the touch up after. He said that is all I have but he was able to blend a touch up repair on tall chest months ago which blended.

Could not touch up the exposed glue on Lincolcn Mirror - explaining any gray touch up would be noticeable.

He told me do not contact store until I have a chance to let them know and I said you will tell them the repair is not satisfcatory. I waited for follow-up and called today unable to reach ******** delivery. I reached Corporate office and was informed Tech reported repairs were up to SPec. He slapped the white caulking in creases in an even fashion even.

Corporate called ******** Delivery responsible for Repairs and told Corporate nothing else they can do. Also, would not call me, pick up phone or communicate with me the customer.

I am waiting to hear from Corporate Manager - If I wanted a damaged/ not new pristine condition piece of furniture of would have shopped in Scratch and Dent area.

At this point they could give me a refund for the LIncoln mirror and CHarleston Dresser they failed to repair and I can be done with this company.

Please help me navigate further - Because tech knew and agreed best he could do, but not following up with a tough up - ridiculous - he may hve been in my home 15 minutes. And then to lie and not inform store I was not happy with repair - another lie.

Feel free to contract me at ###-###-####

Regards,

**** ******
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 your complaint.

While we understand your frustrations, we will need to
see images of the damaged items that have been repaired.

Please email the images to:

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

Place Attn: *** in the subject line of the email.

Once we have the images, we can look at the issues with
the mirror and dresser.

Sincerely,

***
Phone: ###-###-####
Resolution Supervisor
American Signature Inc.
Initial Complaint
Date:12/02/2022
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.
I went to Value City Furniture in February 2022 to purchase a couch,loveseat ,and chair. I went in willing to pay it off but I received a credit in the amount of $2400 and was advised to pay it off by June. I didn't receive the furniture until June! I had to re-order other furniture because it wouldn't fit. The first installment started in March. Then I received a text from an unknown company. The company was Rent A Center, whom has a shady reputation for fraudulent business practices and I would never deal with this company. In June I was informed that they were adding on a 45% interest rate because the furniture wasn't paid off. During this time I wasn't aware that this was a clause in the contract and that Value City was also apart of Rent A Center. Covid along with unexpected deaths enabled me from handling this issue in a timely manner. I never was contacted by text, phone, mail or email to inform me that this interest would build in such a ridiculous, fraudulent, misleading way. As of recent, calls, texts, etc. have overwhelmed me to pay off this unrealistic balance. I'm a 67 year old retired woman on a fixed income. None of this was ever explained to me.
Business Response
Date: 12/02/2022
Dear Ms. *******

We want to put forth our very best effort to resolve
this complaint.

When a purchase is made through Acceptance Now,
Acceptance Now is listed as our customer and you then purchase the items from
them.

We cannot alter any contract you would have with
Acceptance Now nor do we have any involvement with payments made by you to
Acceptance Now. Please file your complaint under the BBB page for Acceptance
Now.

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,

Olivia H
********** **********
******** ****
************
Initial Complaint
Date:12/01/2022
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 purchased a kitchen table in cash, when they delivered it it was cracked. They switched out the table but the chairs were broken also. They promised to come back to check them, but their solution was just to put a board on the chairs to steady them but no replacement. If I wanted to return it for the fact that they're broken, they want to keep half my money as a "re-stocking fee" for broken furniture.

I also purchased a mattress, with a 10 year warranty. I haven't had it a year, it started to sag but when I tried getting it checked, they said they wouldn't replace it because it had stains, then it was because I plaed it on the floor and not a bed frame.
Business Response
Date: 12/02/2022
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 we are picking up the order on 12/3/22 and
there will be a full refund once all is picked up.

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
********** **********
American Signature Inc.
###-###-####
Customer Answer
Date: 12/05/2022
I accept the business's response to resolve this complaint.

Regards,

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

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American Signature Inc. is NOT a BBB Accredited Business.