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

895 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:10/19/2022
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.
Transaction date: 5/30/22
Amount: $2865.14
Order#: ***********
I purchased a Nest 3 piece sectional and 2 ottomans online, with an agreed initial pickup date of 10/28/22. Pickup date was moved up to 10/4/22. My order confirmation checked out correct. Later, I received an email stating the order processed, but the sectional appeared as a different item (ottoman comfort cambell) with a sku# not associated with my sectional. However, the 2 ottomans ordered showed correctly. Luckily I had the foresight to screenshot everything throughout the transaction.

I started making phone calls in June as my concern grew. I started with the local store my furniture would be delivered to, and also tried their customer care number. Phone calls went nowhere, so I emailed websupport. I attempted to address the issue, as I didn't want to take any chance waiting 4 months for the wrong item.

After 15 emails exchanged, I was never given a concrete explanation as to why my sectional showed as a different item with the wrong sku. The best offering I got were other sku numbers that did link to my item to "assure" me the order was correct.

Fast forward, I confirm pickup for 10/11. I go to the store to receive my items. It turns out my sectional cannot be found in the system as ordered. It was never sent into production. Now, I'm currently looking at next year for pickup, only with the help of the local employee trying to sort the mess and submit a new order.

He cannot do anything to rectify the situation for me. Websupport has to, and I have yet to hear a response after a week has gone by. I did everything I could to bring this issue to their attention. They have been completely negligent and now I cannot get a response regarding the issue I tried to bring to their attention in June.

I contacted websupport on 10/11/22. I never heard anything. I followed up on 10/14. I have yet to get any response as of 10/19/22. I am disgusted and infuriated that a company can treat a customer this way.
Business Response
Date: 10/25/2022
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 that the pickup date is 11/15/22.

Once you have a successful pickup we can look into 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
Initial Complaint
Date:10/19/2022
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.
We purchased a sectional from value city furniture in March of this year. It was delivered on August 6 of this year. Within one week the fabric had already begin to shed and pill. I contacted the store in the beginning of September because the issue was so bad. I was told someone would call me back. No response was received. Finally I called the store on 9/15/22 and spoke with someone who Asked me to send photos to an email address she provided. I did so on 9/15/22. No one replied to my email. I called the store multiple times but no manager was available for me to speak with. On 10/2/22 I sent another email requesting a call back that never came. I contacted the store on 10/5/22 and was told no manager was available. I basically demanded something be done to help me and the store rep agreed to send out a technician to look at the furniture on 10/19/22. The technician came as expected and told me it’s not a warranty issue. I again co ya yes the store to see if I could return the sectional. I was told no. The furniture is 2 months old at this point and it looks like it’s 15 years old. I paid over $3000 for this sectional that lasted less than 2 weeks before it began to break down. I cannot keep this furniture in my home as it looks terrible. The store has my $3000 and they will not assist me in any way to refund or replace the product. The store advertises sturdy fabric that is pet and life friendly. This is extremely disappointing and now I am out $3000 and I have to buy a new sectional. Please help
Business Response
Date: 10/24/2022
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.

Based
on the service report the item should not be piling that bad within a couple of
months. We are going to allow the reselection to a new sectional. You will have
the $2150.48 of the sectional cost to reselect to a new item. When the new item
is delivered, we will pick up the 2 pc sectional that is in home.

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,

Tahnee H***
Initial Complaint
Date:10/19/2022
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 the "Plush Feathered Comfort 2-Piece Sectional - Anders Ivory" from Value City and paid for white glove delivery on 9/13/2021. On 9/21/2021, the furniture was delivered and assembled. I immediately noticed a gap so, I asked Anthony Tejada (the delivery man) why that was the case. Anthony expressed "my floor is uneven", and because he is the "expert", I took his word. As time passed I realized my floor is not uneven, I was given two left-facing sections of the sofa instead of a right and left-facing section. If you review the photos, you will understand how I arrived at this conclusion. I contacted the company with below photos and videos to prove my observations, but the company emailed me back expressing, "The order isn't eligible for servicing due to the 1-year manufacturer's warranty expiring". I attached the email communication as well, the company failed to recognize they sent me the wrong pieces but defaulted to the warranty. I am horrified. How could a company make such a big mistake and not try to remedy the situation? I want for one section to be removed and replaced with its respective part. I paid enough money and also paid for assembly to avoid the issue I am currently running into. I need help.
Business Response
Date: 10/20/2022
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 you are working with the store on the issues,
and you have a service setup.

At this time, we will need to work with the store location,
once the service is done, we will follow up with the store and you.

Sincerely,

Joy
Initial Complaint
Date:10/18/2022
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 received our couch in April of 2022 after waiting months for it to come in. Upon arrival the workers damaged walls, wood work, and broke the vinyl on one of our windows. The couch came damaged with a tear, scuffs on the wood, and shredded fabric on corners. We notified the company immediately and were met with combative, insensitive and irritable customer service. They didn’t give us any real solutions to the problem and avoided our calls. I ended up calling corporate to have them submit a claim for the damages to our house and to send someone out to look at the couch. They agreed that the damage to the couch was extensive and that they would send a replacement but it wouldn’t arrive until July. Fast forward to July and only part of the couch came in. I let them know I would like to wait for the whole sectional to come in and not just take it in pieces. It is now October and I have heard nothing from the company. I still have the damaged couch. At this point I would like a refund. I don’t want to risk them coming in and damaging my house all over again, which we had to have repaired, and the window that was damaged couldn’t be replaced.
Business Response
Date: 10/18/2022
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 have set up for the return of the 2-PC sectional
Melrose on 10/29/22, you will receive a full refund.

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: 10/19/2022
I am rejecting this response because, we will have no couch period if you are setting up a return. You tried to do this to us in the very beginning, with no solution for a replacement. It is not an acceptable solution for us to be without a couch for however long it will take to replace it.

Regards,

***** ******
Business Response
Date: 10/20/2022
Dear Ms. ******,

We can offer a reselection if you would like, we would
order the new set and pick up the damaged one at the same time. You will need
to reselect in the price range on the order, if you go over you are reasonable for
the cost.

Please go into the store or online and see what you
would like to do, I have canceled the return as of today.

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: 10/20/2022
Taking away our couch without a suitable replacement is not an option. We are also not comfortable with your company coming into our home to take the damaged couch out. You had tried to offer taking away this couch as a “solution” before, but that leaves us without a couch for who knows how long until we find a proper replacement. This is not a good solution for us.

Regards,

***** ******
Initial Complaint
Date:10/14/2022
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.
This company delivered damaged furniture. When informed of the concerns, advised me that it would be replaced. Sent "replacement items that were also damaged items and then proceeded to advise me that items were damaged in route to my home. Then when I requested they either replace items or pick it up. They said they could do so and then stopped all communications. This has been going on for over three months now. I paid a total of over 5000.00 for new furniture and this is what I expect. The delivery man also knocked over my television and broke it. The store claimed an investigation was completed only to tell me "oh well, the employee said he did not do this ". Which is a lie and his partner saw it. This is a company of dishonest people that cares less about their customers. I have email communications and photos. Please, please, please help me. I have receipts also. I also have more photos.
Business Response
Date: 10/17/2022
Dear Ms. ********,

Thank you for contacting us and sharing your feedback
and concerns we apologize for the experience you had. We want to assist you to
the best of our ability however we would need additional information from you to
proceed forward. Can you specify exactly what items were damaged and what you
are looking to be replaced. We see you have multiple orders with us and we want to
assure we are addressing the correct 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,

****** ******
Resolution Supervisor
Customer Care
************
Customer Answer
Date: 10/17/2022
I am rejecting this response because: Because they already know what the items are. They sent damaged items to replace damaged items. The vanity, the kitchen table and the living room table. I have sent them photos of these damaged items multiple times. And called to beg them to make it right. The delivery driver also knocked over my television and damaged it. They know what the issues are. This has been going on for almost four months. I have too much money to receive damaged furniture.

Regards,

****** ********
Business Response
Date: 11/09/2022
Dear Ms. ********

Thank you for taking my calls the last few days and
allowing me to help you with your issues.

Your refunds have been put through and will reflect
with in 3/5 business days.

I 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: 11/09/2022
I accept the business's response to resolve this complaint.

Regards,

****** ********
Initial Complaint
Date:10/10/2022
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.
Purchase of mattress set was July, 2017 which has a 10 year warranty. Price appears to be $750.00 plus tax and delivery which was on 8/02/17. The purchase was prepaid by my sister. I was not present for the purchase because of my disability. I have been experiencing problems with my back for a couple years not knowing that the mattress foundation was causing my problems which are scoliosis and severe degenerative changes in my shoulders and joint spaces. Degenerative changes of my thoracic spine all caused by the mattress foundation which is not springs but iron bars. I didn't see this upon delivery and set up. I just recently saw the foundation when I had someone come over to flip my top mattress that couldn't be flipped because it's one sided. That's when I saw what the foundation was made of and realized it is the cause of my back and shoulder problems. I get no sleep because I toss and turn all night and I'm bent over in constant pain and need to take pain meds everyday to function. Value City does not want to rectify the problem with a different foundation. I'm not asking for the complete set to be replaced. I have medical reports of my back deteriorating in my spine and C3-C4 and C6-C7.
Business Response
Date: 10/11/2022
Dear Ms. *******,

Thank you for sharing your experience with our team.

Per our store’s information on the service report, there
are stains on the mattress, and this voids your warranty for both the mattress
and box springs.

Per the store you have been offered an exchange on the
box spring as a onetime courtesy, you will need to pick this up at the store.

Please reach out to your store location and they will
set up your exchange and pickup 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,

Joy
Customer Answer
Date: 10/12/2022
I am rejecting this response because: I only object to the portion of the store's response that I would need to bring in the box spring and pick up the new one myself which I'm unable to do because of my disability. In the first place I never requested the replacement of both the top mattress and box spring, only the box spring because it is composed of iron bars and not springs which is causing me several health problems with my back. The want to say they can't pick up the box spring since the top mattress has a stain and the service people can't touch the mattress. Well they touched it when he came out to look at the box spring and take those pics. Nothing has seeped thru to the box spring. By the way I have a mattress cover on the top mattress which the service tech removed in order to take those pics. So, no one would be in any danger of touching anything that they shouldn't. The drinks I spilled on the top mattreess never had a chance to seep thru because I tried to scrub them before they could seep. Again. I just need for them to replace the box spring so that I will be able to sleep comfortably in my bed without causing anymore damage to my spine. I can't take it in for the exchange and have no one who can. I'm an amputee. I just need and want them to pick up and exchange the box spring with one that has actual springs and not iron bars.

Regards,

******* *******
Business Response
Date: 10/13/2022
Dear Ms. *******,

With this being out of warranty you will need to arrange
a way to pick the box springs up from the store location or you can pay for the
delivery of $59.99 and we can set delivery up for you.

Please reach out to your store location and they will
set up your exchange for pickup or delivery 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,

Joy
Customer Answer
Date: 10/13/2022
I accept the business's response to resolve this complaint.

Regards,

******l *******
I may have to go ahead and accept the store's offer to pay for delivery of an exchange box spring but I still don't know why they keep saying it is out of warranty when clearly according to the information pack and the code on the mattress label (code A) it is under warranty for ten years. I will reach back out to the store to make arrangements.
Initial Complaint
Date:10/09/2022
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 September 11, 2022, I purchased 2 leather recliners and 1 leather sofa (receipt attached), along with the warranty at the Gemini location in Polaris. The furniture was delivered on 9/16/22 and everything was installed properly except one of the recliners was missing a power cord and the delivery guy said he'd call and get one ordered. Without the power cord, the recliner can't recline, so therefore we couldn't use the chair. We never received a call about the cord and spent 3 weeks of going back and forth with the store and the delivery center. We were constantly told we would receive a call from the delivery center, and we never did, so we continued to call the store customer service center every other day trying to get answers. And again, we kept being told we'd get a call and we never did. Finally on 10/1, we spoke with Ryan, the store manager, expressed our frustration and he told us to come to the store and pick up a cord from the floor model. We have finally been using the recliner for less than a week, and the recliner is not working. The recliner is clearly defective if we have used it for less than a week. I called the store today and they said according to corporate policy, we have to go through the service center and get a technician to come out for a repair. I just spent $1200 on a chair that is brand new and doesn't work and I spent $5200 overall. I should NOT require a technician this soon and am asking for a full exchange of this recliner because a brand new chair should not suddenly stop working less than a week after use. And there is no way I'm working with the service center because we've already done that once before and got nowhere - they are completely helpless.
Business Response
Date: 10/14/2022
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.

Any time there is an issue with an item,
sending out a service technician to inspect the item is always the first step
in the process. Once the technician comes out, the report will be received 24-48
hours after the service and if any additional resolutions are needed, they can
be presented at that time. We will not set up an exchange without the service taking
place first.

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,

Tahnee H***
Initial Complaint
Date:10/08/2022
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.
The sofa and chair was damaged so severely it should have never been delivered to a client .
Business Response
Date: 10/12/2022
Dear Ms. *********,

Thank
you for sharing your concerns and feedback we apologize for the issues you
experienced with receiving damaged furniture. We see your issues has been
addressed and we have you scheduled for delivery for your replacement on 10/14/22
between 10:00 AM – 1:00 PM EST. We have documented your complaint for internal use
to prevent this from occurring again. We thank you again for bring this to our
knowledge to properly address.

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*****
Initial Complaint
Date:10/07/2022
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.
Purchased 01/2022 paid 5500 dollars, have called numerous times to get my couch repaired but they are claiming damage caused by a different reason then stated on their technicians report of damage and now they refuse to cover damage under warranty
Business Response
Date: 10/10/2022
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.

We have reviewed all information from your
invoice as well as your service. Based on the information provided from your
service, these issues are not manufacturing defects. There are a multitude of
scratches on every piece. These scratches are not covered under the
manufactures warranty.

Per the information provided on our
website under the refunds and exchanges page our manufactures warranty only
covers items under normal usage and for defects in the craftmanship of the item
during the manufacturing process. Scratches, however, they are caused, are considered
accidental damage. The corner wedge piece is considered outside of the normal
use of an item.

No further actions will be taken regarding
this item as these damages are not covered under the manufactures warranty.

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,

Tahnee H***

###-###-####
Customer Answer
Date: 10/11/2022
I am rejecting this response because:

Regards,

******** ******
Initial Complaint
Date:10/06/2022
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.
I purchased a bookshelf online when I went to assemble it it was missing a chunk of the laminate off one of the shelves. I boxed it back up and returned it to the local store. After 2 weeks of not getting a refund I spent probably a total of 6 hrs on the phone and then I only got a partial refund. They deducted $33 for a restocking fee for a defective item. Last I knew you don't restock and resell defective items. After more hours of fighting on the phone with them they said they were transferring me to another department. That was 2 weeks ago and I have heard nothing from them. They claim that they reached out to the store and the box was not marked defective. So because a stock boy doesn't do his job I'm out $33. This is stealing! If I stole from them I would be in handcuffs.
Business Response
Date: 10/07/2022
Dear Ms. ******,

Thank you for sharing your experience with our team.

Per the store the item was not returned damaged. We have
the images of the delivery through FedEx and there were no damages to the box.

Per our policy:

Merchandise Received By Manufacturer
Parcel Shipping
Item(s) shipped
via manufacturer parcel shipping may be cancelled for a full refund up until
the item(s) ships from warehouse. Merchandise that has already shipped from
warehouse must be returned to your local store in original condition for a
refund. Returns must be made within 7 days upon receiving item(s) and will
incur a 15% restocking fee. If, during shipment, item(s) has been damaged,
customer must call customer care within 7 days of receiving item(s).
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

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American Signature Inc. is NOT a BBB Accredited Business.