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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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:11/22/2022
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.
Delivery Document: ***************.
Order Submitted Sunday, February 20th
VCF Pick-up 1, Pick-up Date:Wednesday, February 23rd
SKU Quantity Name
2825678 1 Thompson Dresser - Brown Oak
2825678 1 Thompson Dresser - Brown Oak
2825678 1 Thompson Dresser - Brown Oak

I ordered 3 Dressers from the Columbus Ohio store, I received them a couple weeks later probably because of COVID. We purchased the furniture for our young boys, we opened the boxes and had a pile of pieces. We started to follow the directions and put the items together but found there were many more pieces than the instructions had shown. The dresser had come apart the the joints latterly, all the areas there were staples had broken off from what could have only been vibrations. The staples were as close to the edge of the pieces as you could get and there was NO glue holding anything together. I had reached out to the company on 8 occasions, two people responded. Both people gave me the run around for 4 months, requesting more pictures, telling me they were too dark or out of focus and once telling me they had lost the pictures. The last time an agent reached out to me they said" Good evening, The team asked me to send you the assembly instructions. Here you go. Thank you!". I am done with this company. If they do not refund my money I will take this to court, we spent a lot of money on these pieces and to be treated like this is uncalled for.
Business Response
Date: 11/25/2022
Dear Mr. *****,

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

We have reached out to you via email requesting more
information and clear photos of the damage. We need the following: all photos
you have of the damaged items and boxes (if possible) with the corresponding
part numbers and letters of the items that are damaged. You can respond to our
email or to the Better Business Bureau.

We need this information to continue with a
resolution.

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 H
********** **********
Customer Care
************
Customer Answer
Date: 11/28/2022
I am rejecting this response because: I have been working with the company for nearly 5 months, during this time I have provided 13 photos of the damaged dressers and the corresponding boxes only to be told " the team says they can't see them, send them again" or "The team asked me to send you the assembly instructions. Here you go." and "Hello, The Direct Shipment Team is handling this and will be the contact on the resolution. They normally reach out to the vendor first to inform them of the issue. Thank you!" and "We do apologize for your experience. You can speak with our resolution team. Please contact the Customer Service Center at the phone number listed below and ask for the resolution team. We do apologize for any inconvenience that this may have caused. Thank you!" and this last email that seems to be requesting EVERYTHING all over again. I am not sure why this is happening, all we want is a product that isn't broken, like I told Mr. Logan, you can have them back as we still have them. We want either a refund or an exchange, nothing more just what we paid for.

Regards,

****** *****
Business Response
Date: 12/06/2022
Dear Mr. *****:

Per the email you had shared with us, you claim to
have hired movers to move the items from the original delivery address to your
new address, six months after your original delivery date.

All damage from delivery must be reported within 7
days of receipt of goods as stated in our terms and conditions. This
information can be found on our website.

An outside party was involved in moving the furniture.
We cannot be the determined cause of damage.

We cannot assist with providing any additional
information.

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,

Olivia H
********** **********
Customer Care
************
Customer Answer
Date: 12/07/2022
I am rejecting this response because: They are now refusing to work with me and refuse to provide the registered agent contact details, also shifting blame another party.

********

****** *****
Initial Complaint
Date:11/22/2022
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 leather power sectional in June, 2018. In October, 2018 I noticed the leather coming off the furniture on the sides of the center and recliner cushion. I have spoken with Value City over four times about this issue with no resolution. I was told by the salesperson upon purchase that this leather furniture was good quality and should last over 10 years and beyond. Material facts were misrepresented in order to make the sale. I am 70 years old and have little to no visitors. The pandemic has caused my visitors to cease visiting due to my chronic health issues. Now, Value City is not returning calls and ignoring me an will not offer a viable solution to this issue. I have also reached out to American Signature the company that manufacturers this leather power sectional.
Business Response
Date: 11/25/2022
Dear Ms. ******* *****

Our intentions for our customers, is to have a
pleasant experience with us and understand it is an exciting time. Therefore,
please accept our apologies.

We do have a policy for cracking and peeling if it is
reported within 5 years after delivery. Your delivery was July 11, 2018 so we
would have had to be notified by July 11, 2022 that there was an issue.

It is understood that you are stating that you notified
the store in October 2018 and a few times after that, however, there are no
notes or records to indicate any contact was made about this issue until October
17, 2022.

Therefore, since this is not within the warranty period,
we would not be able to further assist with this matter.

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 Care
Business Response
Date: 12/05/2022
Dear Ms. ******* *****

We apologize about the date being incorrect about your
warranty period. The extended warranty is valid for 5 years after delivery, so
your extended warranty is valid until 7/11/23.

However, the extended warranty does not cover cracking
and peeling on leather items. If this is what you are experiencing, then what
can offer is a store credit for 40% of the cost paid that can be used toward the
purchase of new item(s).

We are not able to repair this type of issue. You may
go to the closest Value City store which in your case may be the Elston, Il store
at **** ** ****** **** ******** ** ***** since the Streamwood, IL store that
the purchase was originally made at is now closed.

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 Care
Customer Answer
Date: 12/07/2022
I am rejecting this response because: I don't have the money to purchase new furniture after I purchased this badly constructed, poor quality leather furniture. I am very hesitant about purchasing anything from Value City! I paid a lot of money for this power leather sectional and am not in a position financially to replace it after only four years. The cushions could be replaced os what the repair person informed me. This was Value City's repair person. I am ver disappointed with the resolution you are offering me. I have contacted the Illinois Attorney General and several other entities regarding this issue. If you are willing to refund me 40% of the cost of this sectIional
I do not accept your offer of 40% of a new purchase because I can't be assured the next pick will have poor workmanship as well
I will accept 40% refund off the purchase price of the Leather Power of that I have. I am contacted the Illinois Attorney General s office in the hope that we can reach a mutually accurate resolution!
******* *****
Initial Complaint
Date:11/21/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a dining table and soon after the purchase the table stained. I contacted VCF and they sent someone out to check out the table. I never heard back. After going to the store she said they need to come out again and will take care of the issue. Again, never heard back. I went there again and then she told me there is nothing they can do. How is this possible if I have a one year manufacturer warranty. The product is defective and in addition to the stains the wood is coming of too. I am asking for a replacement of the product or to fix it.
Business Response
Date: 11/22/2022
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.

We have set up service to come out through FSN, FSN
will call you with 24/48 hrs. (this may take longer due to the holiday). To set
up the date and time for service.

Once the service is done it will take 24/48 hrs. for
the report to come through and we can see what we can do.

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: 11/22/2022
Joy,

Thank you for your response. I will be waiting for the call. I was told the same thing last time and nobody called or came out.

Thanks,

******** ********
Initial Complaint
Date:11/21/2022
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.
Cracks and bubbling.
We’ve only had these pieces of furniture for going on for months now. The issue started within two months. We tried filing a claim with our warranty service. They told us it was a manufactures warranty. We went to the store and talk to the manager and they sent someone out to take photos and file a claim. We were told our claim was denied for because it’s covered under the manufacture warranty. We’ve gone to the store and spoken to the manager and someone was sent out to take photos. We still have heard nothing. We keep getting the runaround. They keep telling us that our warranty service covers it. Our warranty service says they don’t cover it. Now we’re stuck with furniture we paid over $4500 for that is in disrepair and shoddy work. No one is willing to fix this. It’s a shame that we wasted so much money for furniture and we can’t even use one of our chairs. We can’t even get a replacement. It’s a constant back and forth ping pong game with who is covering what. This is totally unacceptable.
Business Response
Date: 11/23/2022
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.

Based on the claim submitted, ******* Pure Promise had
reached out to you for more information on 09/22/2022. The claim expired due to
no response after 15 days. The claim was reopened to reassess the damages and
someone from ******* will be contacting you to set up a service.

We apologize for any inconvenience you may have
experienced. If you have any further questions or concerns, you may contact *******
Pure Promise at ************.

Sincerely,

Olivia H
********** **********
******** ****
************
Initial Complaint
Date:11/15/2022
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 bedroom set from value city in March of 2022, was told furniture had to made and I will be delivered in about 3 months and it was. When furniture was delivered it was damaged. The chest dresser was damaged and the bed was damaged, I kept the bed because was told will be exchanged, so I did keep the bed and they ordered another on. Never received a night stand until November 15, 2022 and it damaged with black marks on it, so it went back. I received the headboard and it was all marked up and that went back November 15, 2022. Never saw the chest dresser why I don't know. Delivery was at 8:05 am on November 15th. Now I have to wait to see what Value City will say at 10:00 am. I am tired of waiting for my furniture. It has been three time furniture was delivered and damaged. The second time furniture was delivered didn't have the right items.
Business Response
Date: 11/17/2022
Dear Ms. *******,

While we understand your
frustrations, there have been delays with the vendor.

We see that the delivery is
set for 11/19/22. The store will call you with the delivery time frame.

Once you have a successful delivery,
we can look at a discount for all 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: 11/21/2022
The business is working with exchange the bed and delivery on December 6th. If this time it doesn't work I want a refund
I accept the business's response to resolve this complaint.

Regards,

****** *******
Business Response
Date: 01/27/2023
Dear Ms. Johnson,

It was me you talked with; I have refunded the Synchrony
card the amount we discussed. The refund can take 3/5 business days.

Keeping the Mayfair Bed Set “As Is” voids all warranties.

The 2PC Pacific manual sofa and loveseat still has the
1-year and the extended warranties.

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: 01/30/2023
I accept the business's response to resolve this complaint.

Regards,

****** *******
Initial Complaint
Date:11/14/2022
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.
Consumer states he purchased furniture but the furniture was damaged when the delivery guy brought it inside. They sent someone out to repair the furniture but another piece of the furniture had to be replaced. The piece never got replaced and the consumer also has more furniture included in the order that he wants to cancel. The consumer contacted the business and they told him because it has been more than 7 days that there was nothing they could do and they will not refund him his money.
Business Response
Date: 11/16/2022
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 your complaint.

We have set up a date for us to pick up the sectional,
the pickup date is 11/22/22. Once the item is picked up, we can refund you in
full.

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:11/14/2022
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 purchase this power chair on September 7, 2021 at Value city Furniture in Flint, Michigan, The chair was delivered to my apartment on September 10, 2021.
After I received the chair I had problems with it that started January 2022. The chair started banging and dinging as if screws were loose. Later that week I found a screw under the chair.
I called Balue City customer service in January to come and see what needs to be fix on the chair. I called them several times between January and April. I was first given a May 6, 2022 appointment but it was cancelled and changed to April 30, 2022. The looked at the chair and found nothing wrong with it on that date.
I reported to this service man that the chair had flipped me up in the air and I had a hard time getting out it because the remote would not work.
I called and they gave me an appointment for July 16, 2022. When serviceman Austin came and I talked to him to tell him about how the chair was not working. Austin stated that he would help me get the chair fixed.
Austin stated that he woul submit the report to get a new remote.
On August 2, 2022 I received a new chair whith no remote and old chair was removed Value City Furniture sent the wrong remote with the new chair and it doesn't work.
On September 17, 2022 after I called to tell them of the problem, a new remote was sent to me but it still has the wrong one.
When I called to let them know that the new remote did not work. I still have both remotes. The last time I called Value City someone hung-up on me on September 20, 2022. The second remote does not match the chair at all.
Thank you,

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

Business Response
Date: 11/17/2022

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.

I do see that the original delivery date was September
10, 2021 and after that date you reported some issues that per the service
technician that was sent out, we were not able to get the parts to resolve,
therefore an even exchange was done on August 2, 2022 to correct this.

After that delivery you reported on August 3, 2022
that the remote to your lift chair did not work, so a new one was ordered and delivered
to you via FedEx.

Since it seems that neither remote is working, I have
set up for a service technician from the delivery store to come and try to
resolve this issue. The service date is set for Thursday 12/1/22. You will be
contacted by the store a few days prior with a time window for that service.

We hope this will resolve the issue, however I will
follow up with you the next day on Friday 12/2/22 to make sure this was
resolved and if not what the next steps would be.

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.

Best Regards,

Tracy C*****
Initial Complaint
Date:11/14/2022
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 bedroom set and living room set from Value city furniture at the beginning of the year. I also paid for delivery and setup. My furniture was not delivered until April. After delivery and set up I noticed the bedframe was put together incorrectly and also missing a support beam. I contacted Value city for the issue with the bedframe as well as an issue with my ottoman. The company did send someone out to repair the ottoman but was unable to fix the bedframe because the missing support beam had to be ordered. The repairman told me I needed to contact Value city so that the part could be ordered and another repair person to be sent out to fix the issue. I have been trying since April to get the bedframe repaired unsuccessfully. I have repeatedly contacted Value city over the phone and in person since April.
Business Response
Date: 11/16/2022
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.

We have set up a service to get a fresh look at the
bed and see what needs to be ordered and repaired.

The service is set for 12/2/22, the store will call
with the time frame.

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
I was unable to respond to the previous message as to whether I was satisfied or not because the company responded by saying they would send someone to repair the furniture on December 2nd. I have still not been able to get my furniture repaired as no one came on Dec 2nd. I did receive a phone call weeks ago letting me know that the corporate office put the wrong address in their system for someone to come do the repairs and that I would receive another call soon to reschedule the repair and I have yet to receive that call. Therefore, I am NOT satisfied as I have gotten no farther than where I started back in April in trying to get this repaired.

********* *****
Initial Complaint
Date:11/14/2022
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.
My Husband and I visited the store on 10/12/2022 and selected a dinette set and was informed by the salesperson that the items were in stock. We paid for our purchases and given a delivery date of 11/2/2022. We found out the date was changed when I went online and noticed the date was changed to 11/15/22 no phone call or voicemail from the delivery team or the salesperson. We called the store and they just gave us more false information. Someone from delivery called us on 11/10/22 to schedule the delivery time for 11/15/22, and then the person says oh, your delivery is delayed until 11/22/22! We have called the store to speak with the manager and the salesperson, but no one has bothered to return our calls. The store has handled this entire situation poorly. I want the merchandise that we paid for delivered asap.
Business Response
Date: 11/16/2022
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:

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

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:11/13/2022
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 ordered a dresser and nightstand from Value City Furniture online from the Monroeville PA office and paid for the purchase in full on 7/14/2022. The dresser after multiple delays was delivered on 9/29/2022. This week I was notified that the nightstand is delayed for the 5th time with a date of 12/1/2022. So why is the nightstand still being sold by the store and they can't deliver mine purchased in July?
Business Response
Date: 11/16/2022
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.

There has been delays with the vendor that has cause the
issue.

We see that the delivery is set for 12/1/22, please
note all dates are subject to change.

Once you have a successful delivery, we can look at the
order for a discount.

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: 11/16/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18399197

I am rejecting this response because:

Waiting for the nightstand to be delivered on 12/1/2022 without a sixth delay. If Value City is having problems receiving the merchandise then why are they still actively selling g it online?

Regards,

Tracy *****

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American Signature Inc. is NOT a BBB Accredited Business.