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

893 total complaints in the last 3 years.
300 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:11/30/2022
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 purchased a set, and an art piece, totaling 2000 dollars. I thought that was all I was paying, but they tacked on a 300 dollar warranty without saying a word to me. They took advantage of me and the fact that I had reading problems, I never said I wanted a warranty and shouldn't have to pay. I had a problem with the chair, they sent someone out and they just kept telling me nothing was wrong with it without even looking up from his phone. I couldn't get help after he left, and at this point I just want a refund.
Business Response
Date: 12/02/2022
Dear Ms. ********,

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

We would need at least one of the following:

· The invoice number of the affected order

· The phone number that is on the order

Please email this to:

[email protected]

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
Initial Complaint
Date:11/30/2022
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.
Entered by BBB staff LO
Consumer states *e *as *ad an ongoing problem since 7/31/22. T*e consumer states t*e total was $3583.36. Consumer paid *alf and t*en finis*ed payments 9/19/22. T*e delivery date was 10/18/22. T*e furniture was delivered and t*e dining set was damaged. T*e table was cracked and t*e consumer was told t*ey would mail *im anot*er one. T*e one t*ey *ad was also damaged so t*ey called to set up anot*er delivery date. T*e table t*at was delivered was also damaged and t*ey advised t*e consumer *e could pick out a new one. *e picked t*e new one 11/22/22 and t*e new set *ad a problem wit* 3 of t*e c*airs. T*e consumer called and was told t*ere s*ould not be a problem but t*ey would send *im new c*airs. T*e consumer *as still not received t*e c*airs. *e also purc*ased wall art for around $300.00 t*at *e *as not received.
Business Response
Date: 12/01/2022
Dear Mr. ******,

We do apologize t*at t*is *as been your experience
wit* our company. We want to put fort* our very best efforts to resolve your complaint.

Upon investigation, I see t*at your replacement c*airs
as well at t*e wall art are sc*eduled to be delivered 12/08/2022.

If you wis* to cancel your wall art, since it *as not
yet been delivered, you may still do so. T*is will need to be completed by
12/06/2022 to avoid a restocking fee of 15% on t*e item.

Your table and c*airs are eligible for return until
12/03/2022; *owever, you are covered under a one-year manufacturer’s warranty.
We will service any furniture wit* manufacture defects until 11/26/2023. If you
still wis* to sc*edule a pickup of t*e items, please call our Customer Care at
###-###-####.

You paid 1339.95 plus tax for your table and c*airs
and 199.99 plus tax for t*e wall art. You *ad purc*ased a 5-year protection
plan for 229.99 plus tax and delivery was free. T*is leaves your total for t*e
invoice 1911.53 after tax. Tax for your county is figured at 8%.

We apologize for any inconvenience you may *ave
experienced. If you *ave any furt*er questions or concerns, you may contact our
corporate Customer Care at ###-###-####.

Sincerely,

****** *
Resolution Supervisor
Customer Care
###-###-####
Initial Complaint
Date:11/29/2022
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.
Date of transaction 10/29/2022, pickup item 11/4/2022
amount $2388.18
refund for the damage table and chairs
they don't want to refund me the "restocking fee" when customer service said they would. and the store has put on their notes after returning the item yesterday 11/28/22 that the customer caused the damage. which is NOT TRUE.
I have been dealing with this for two weeks and keep getting the run around and no one is helping
order#*************
Business Response
Date: 12/01/2022
Dear ***** ******,

We apologize we did not provide an
exceptional experience at our store and with the delivery. Thank you for
sharing your concerns, we will address to ensure you have a wonderful
experience.

We see that your items were damaged and will be happy
to waive the 15% restocking fee of $312.15 and taxes $21.85. We have successfully processed your refund of $334.00 as of 12/1/2022. Refund will be
processed within 3-5 business days back to your original form of payment
method.

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
Initial Complaint
Date:11/29/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase dÃ?Æ?'Ã?â??Ã?Â¡te 6/25/22. First purchase fÃ?Æ?'Ã?â??Ã?Â³r the sale trainee,Contract was not explained to me regarding 120 days payment will be doubled. Auto payment was taken every month from my American Express card. Called to find out about my last payment they told me October 8th 2022 my card was charged again on November 6th 2022 went to speak with the manager Ms ****** regarding this situation, however she said the employee that did my contract got fired and she's not liable for what happened if my contract was not explained to me properly, my payment will be doubled until October 2023 with interest
Business Response
Date: 11/29/2022
Dear ****** *****,
We do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve this complaint.
We are very sorry we cannot assist in this matter.
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 your purchasing store location or Customer Care at ************.

Sincerely,

Micole Richmond
Resolution Supervisor
Customer Care
************
Initial Complaint
Date:11/28/2022
Type:Sales and Advertising 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.
Date of transaction: 11/17/2022
Amount of money paid: $1160.77, after promotional price adjustment: $1040.78
The business committed to price match, and they denied my request before and now after the purchase. They sent me a dining set, brand Powell Home Fashions, and when I notified them that Powell is selling the same dining room set for a lower price on ******, they denied my request. This is for the same brand! They are not honoring their promise to price match. They’re denying it based on ****** not being their competitor; Powell lists ****** as a retailer, therefore, making them a competitor. Powell is selling the same set for $698. VCF is charging almost double.

I first tried to price match before the VCF purchase. I was denied the right to price match. Because I had a store credit, I felt stuck with VCF. After the purchase, I see the boxes read “*******” and when looking up online, it’s the same brand and item I was trying to price match before the purchase.

When I called the store today, staff said they will not price match despite it being the same brand. They said the furniture might be defective, not the same quality. VCF doesn’t even have this set in the store; it’s online only, meaning they did an online transaction to order it for me just as I would have done through the other retailer.

VCF is not upholding their price match policy. They have lied before and after the purchase.

I have picture proof that this is the same item offered by both retailers.

Transaction: **********
Business Response
Date: 11/30/2022
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 11/17/2022 a purchase was made for the 6PC
Dining Bassett Set, warranty, taxes totaled to $1160.77. On 11/23/23 a price adjustment was made for
$119.99 and refunded back to your card the same day. On 11/28/22 you contacted
the us to inquire about price matching, and we were not able to honor your
request due to ****** not being a competitor.
Our price match guarantee policy states that we
will price match an item if you find a lower price with a competitor. Our competitors are furniture stores only. We
only price match with Brick-and-Mortar Stores only. These are traditional business
that has a physical store where you can make purchases. ****** is not a
physical store.
If you have additional questions, please respond
back to this email.
Sincerely,
Dominique B*******
Initial Complaint
Date:11/28/2022
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.
Complaint taken over phone by BBB representative BA

Consumer purchased a power recliner living room set (sofa, chair, and 2 small tables) from the Richmond Road location on October 26, 2022 for $3600. There was nothing wrong with the sofa and 2 tables. The chair came on 11/23/22. She was not able to move it because the whole head of the recliner lifted up. She called the delivery person 10 minutes after it was delivered and was told it was probably because he had not snapped a piece in place. He promised to return in 10 minutes but did not show up. She has called at least 20 times and no one has been out to look at the chair. On 11/25/22 she was told to call Tom at the Brookpark store. She spoke to Lamaya at Brookpark and was told she would get a call back, but no one has called.
Business Response
Date: 11/30/2022
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 do apologize for the issues;
the service for the dual power recliner is set for 12/20/22, the store will
call you with the timeframe.

Once you have the service, we
can look at what options we have.

Again, 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: 01/09/2023
1.9.2023 Consumer called BBB stating she has received the business response and would like to be compensated based on the time period she was without the recliner clair.
Business Response
Date: 01/10/2023
Dear Ms. *****,

We see that the service was
complete on 1/9/23, we will refund the card on file the delivery fee for the
delivery issues. The refund can take 3/5 business days to reflect on the card
on file.

Again, 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
Initial Complaint
Date:11/27/2022
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.
Date of transaction: 11/27/2022

The amount of money you paid the business: $1,639.08

What the business committed to provide you: I purchased a Bowen Dining Table and 6 Ladder-Back Chairs- Tobacco for $1,148.00 and was suppose to receive a 20% discount on the set and get it for $918.40. Sales Agent on the floor refused to give me the discount saying the set did not qualify. However when I got home after the purchase and looked up the item on the American Signature website and it showed the set did qualify for 20% off and it showed $918.40 in red. The business should have reduced it to $918.40 and refused to do it. Attached in the documents is a screenshot showing the set should be $918.40 and I was charged $1,148.00.

What is the nature of the dispute is: American signature needs to honor the sale price and refund me the price difference which amounts to $229.60.

Whether the business has tried to resolve the problem: Contacted customer service on chat since the store was closed by the time I got back home and the chat agent said the set is not part of the Black Friday 20% off even though I told her the set is 20% off on the website. (See the screenshot in the uploaded documents). Basically she did not want to do anything to resolve the issue.

Order # *************
Customer ID: ***************
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 you are set for delivery of the exchange on
1/14/23, this is on a Saturday. The store will call you with the time frame the
day before the delivery.

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

Sincerely,

Joy
********** **********
American Signature Inc.
###-###-####
Customer Answer
Date: 01/04/2023

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

Regards,

***** ****
Initial Complaint
Date:11/26/2022
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 leather sectional from this company in August 2022 for $6,000. The sofa was delivered on Oct 31st 2022. When the sofa was delivered it was incomplete and had missing pieces. The delivery guys said they will be back with the parts later. We called them and complained and they said they will deliver a new sectional that is complete on the Noiv22nd. Lo and behold the delivery guy comes with a piece of the sofa and throws it on the ground and tells me to install it myself and walked out. So after all this any paying $6,000 I still have a sectional that is incomplete that doesn't work.
Business Response
Date: 11/28/2022
Dear Mr. *****,

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

We would need at least one of
the following:

· The invoice number of the
affected order

· The phone number that is on
the order

Please email this to:

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

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

Sincerely,

Joy
********** **********
American Signature Inc.
******* ********
Initial Complaint
Date:11/25/2022
Type:Sales and Advertising 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 the bedroom set from Value City furniture website for $2100 including tax and 100 delivery fee.
The store has black Friday sale and the merchandise was on sale for cheaper then what we purchased for.
Since the merchandise was not yet delivered, we called the customer care and cancel the order. So we can make purchase from store.
When it was canceled, we were not told that they will charge 15% re-stocking fee. Their return and refound policy says it will only charged if the item is returned after it is delivered. We called the customer care and ask them if we can re-order the same merchandise and they can refund the stocking fee and credit it toward the order. Even though we wanted to re order same item the same day we canceled it, customer care and warehouse refused to credit our money. We lost $317 for nothing.
Business Response
Date: 11/28/2022
Dear ******* *******,
We apologize
we did not provide an exceptional experience at our store and with the
delivery. Thank you for sharing your concerns, we will address to ensure
you have a wonderful experience.
I am unable to locate a purchase for you. Do you have the invoice number or telephone number associated with the cancelled order. We will be gladly to look into this for you.
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: 11/29/2022
Response from business asked for my order number and phone number. I have attached the order detail to send to business. They also asked for my phone number. My phone number is *********8.

Regards,

******* ******
Business Response
Date: 12/01/2022
Dear ******* ******,

We apologize we did not provide an
exceptional experience at our store and with the delivery. Thank you for
sharing your concerns.

We are able to waive the 15% restocking fee of
$317.83. We have successfully processed your refund of $317.83 as of 12/1/22 as
a one time courtesy. Refund will be processed within 3-5 business days back to
your original form of payment method.

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
Initial Complaint
Date:11/23/2022
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.
We have a credit available for use of around $300 I keep getting hung up on and refused service I need to place an order and they have refused to offer a gift card and waste at least 15 hours of my tome now giving me the run a round forcing me to deal with the lazy employees not willing to dona sale. well I am not willing to spemd much more than my credit because the furniture is subpar quality. I have a Vanity picked out to use the credit towards. I already changed an order via phone and just wanted to have the credit applied and received nothing but huff and puffs, sighs, and a cock attitude and have been hung up on tiwce today when only being nice even after being treated very poorly. I just want to be done with Value City and get my credit applied to a purchase and then We can take our separate paths. If this can't be handled I just like a gift card to use online and not be forced to deal with their office any longer or refund me a check for the amount
Business Response
Date: 11/28/2022
Dear ***** *******,

We apologize we did not provide an
exceptional experience at our store regarding your credit. Thank you for
sharing your concerns, we will address to ensure you have a wonderful
experience.

We see that the credit that was issued in the amount
of $499.99 for your pure promise rebate initially expired May 2021. Our Utica
store manager by the name of Jessica provided a one-time courtesy of a in store
credit for $279.99. which was issued 3/8/22 and expired 5/7/22. We are unable
to honor the request at this time due to both credits have expired.

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 or Our Utica store location
(586) 997-0577

Sincerely,

Micole R*******
Customer Answer
Date: 11/29/2022
I was never provided with an expiration date. Just poor service and now I know why they kept wasting my time. The amount if time I took ofunning my business to deal with this is far more than the credit. I'll take this to court which will cost far more in the end for your store

Regards,

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

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American Signature Inc.

American Signature Inc.

Value City Furniture

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Value City Furniture

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American Signature Inc. is NOT a BBB Accredited Business.