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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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:10/06/2022
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.
Purchased a dining set from value city in *************.. I promised to have the furniture 9/24, that fell through and I was assured that on 10/6 it would be delivered. Today is 10/6, I had not received any update on delivery times so I called in to the store. I was told that on 9/30 I was notified of yet another delay. I checked my email and all that was sent to me was another copy of my purchase receipt. There was no verbiage in the body of the email advising of yet another delay. When I called in to the store and spoke with Alec P********* he was rude, overly aggressive, interrupted me and over talked me continuously. He never once apologized or let me know what he could do to help the situation. He said I could either wait or cancel my order. I just want a concrete delivery day and my delivery fee returned. I also asked to speak with the regional manager and asked for his/her contact information and was told they didn't have a phone so there was no number to give me. Can someone please help me? There was no delay taking my money, why is there a delay getting the product I paid for?
Business Response
Date: 10/07/2022
Dear Mr. *******,

Thank you for sharing your experience with our team.

There has been delays with the vendor, we see you are
set for delivery on 10/12/22.

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:10/06/2022
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.
In July of 2021, I purchased furniture with my Value City Credit Card (********* ****) for a little over 2100. Less than a week later, I decided to change the furniture I had purchased. I went back to the store and told them I wanted to change my furniture. Instead of voiding out the original furniture purchase, they just charged the difference in the cost to my value city account, which was a little over 1200. The new furniture purchased had a promo for 3 year no interest.

In October of 2021, it was explained that the first charge fell under a one year promo and the second charge has a three year promo. To avoid paying interest, I should pay the full amount of the first charge within a year. I paid more than the 2100 for the first charge by July of 2022 by paying more than the minimum payment throughout the year.

Fast forward to September of 2022, I login to ********* **** to pay my Value City bill and I notice I have a promo expiring and it says I owe 600 by September 23, 2022 in order to not pay interest on the first charge, so I called ********* ****. I was told that anything over the minimum payment was applied to the second charge and not the first charge, which doesn't make sense, when both charges were made to the same card. Also, if I only made the minimum payment, I would have not paid off the full 2100 for the first charge, so I had to make more than the minimum payment. When I called before no one told me this, I asked where is this written in the agreement and how would I know this information. The ********* **** manager told me there was nothing he could do, it's how Value City set it up.. I called Value City and spoke to Donna, who informed me the first purchase should have been voided out and charged once for the furniture. They are currently working on this, but this is predatory. I am very serious about my finances and I can only imagine how many people are spending money on interest that they don't truly owe.
Business Response
Date: 10/07/2022
Dear Ms. *******,

Thank
you for sharing your concerns and sharing your feedback we apologize for the issues
you experienced with the financing options provided. Based on the information
provided by the store they have successfully updated your financing option with
********* on 9/15/22. However, it may take 1-2 billing cycles for you to see it
reflect.

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 Answer
Date: 11/15/2022
I am not happy with the resolution proposed by Value City Furniture. They did remove the interest; however, I am still getting charged two separate minimum payments on the same credit card for the same purchase, which has me paying 95 dollars a month when I only owe 1007.41. They have me under two different promotions, even though I only made one purchase. One promotion is July 2024 and the other is September 2024. This is ridiculous and I think that this is terrible customer service. The staff did what was best/easier for them and not the customer. I would like my purchase to be under one promotion and then I will only have one minimum payment.

Thank you,
*******
Business Response
Date: 11/21/2022
Dear Ms. *****,

Thank you for contacting us and sharing all your
feedback and concerns. We See the adjustment for your financing promotion was
completed 9/15/22. We directly contacted ********* to make them aware of the
changes however it can take 1-2 billing cycles to reflect. If you have any
further questions regarding your bill you would need to contact ********* directly.
Thank you again for sharing your concerns and feedback!

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:10/06/2022
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 9/7/2022, I purchased 2 bar stools and paid extra for value city to assemble and deliver the barstools to my home. Bar stools were delivered on 9/13/2022. Both bar stools were poorly assembled therefore caused the front ledge on both barstools to come off where you rest your feet on. Also you can see the screws from other parts of the bar stool which means they are unsafe to sit in. On 9/26/22, I talked to and emailed Raja Z****** requesting new bar stools or a refund. I emailed Raja Z****** the pics and a I sent a follow up up email with no response. I either want the bar stools replaced with new ones or a refund. Response requested. Thanks in Advance.
******* ***** ************
Business Response
Date: 10/06/2022
Dear Ms. *****,

Thank you for sharing your experience with our team.

We have set you up for an exchange on 10/11/22. The
store will call you 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
Initial Complaint
Date:10/06/2022
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 a sectional from this store two years ago with an extended warranty. I have had a claim open with the extended warranty company since Feb. 2022 for a replacement portion. The Warranty Company has stated repeatedly that they have already sent an order for the store to replace the couch however American signature furniture in Morrow never has it cannot locate it tells us they’ll call us back never does. We cannot get any resolution nor is the store willing to follow up or correct the problem the warranty company doesn’t even know what they need to do now either with the store. We need the replacement part. Each person at the Morris store says the order is at another place then we try to get them to help us and there is never any resolution all since Feb. 2022
Business Response
Date: 10/10/2022
Dear Mrs. ****** *****,

Our intentions for our customers, is to have a
pleasant experience with us. Therefore, please accept our apologies since there
seems to be an issue.

I have reached out to the warranty company Uniters to
follow up on this claim. I was informed that since the parts are not able to be
obtained any longer, an email was sent to you with a cash settlement offer on
yesterday.

Please respond to that email or reach out to Uniters directly
at ###-###-#### and they can assist you with completing this claim.

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*****
Initial Complaint
Date:10/04/2022
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.
I ordered 6 dinning chairs from the company website and was sent a receipt for the purchase. The purchase receipt did not say anything about a 15% restocking fee. When I received the chairs the color of the chairs did not look anything like the photos on the website. I returned the chairs to the store and was told I had to pay a restocking fee of 15%. This does not make sense, only one out of the 3 boxes had been opened and the reason for the return is false advertisement. The photo should reflect what the chair looks like in person which it does not. I would like the full refund given with no restocking fee. I called customer service twice and was hung up on both times.

Order #: ***********
Business Response
Date: 10/06/2022

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

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 if you did not have the experience.

After reviewing your invoice and it does appear that a
full refund of $989.93 was issued back to the original form of payment on 10/4/22.
Please allow 3-5 business days for this to post back to that card.

We apologize again for this inconvenience and overall experience.
If you have any further questions or concerns you may contact Customer Care at
888-751-8552 Monday-Friday 9AM-7PM EST and Saturday 9AM-6PM EST.

Sincerely,

Tracy C*****
********** **********
******** ****
Initial Complaint
Date:10/03/2022
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.
I Purchased a recliner on June 25th 2022 its 3 months late and recliner broke. So i call the store because supposedly i have 1 year warranty so its only 3 months. So when i call the first thing asked is has it been more than a year not can help you. So then i explain and they tell me i need to bring the 120 pound recliner to the store i replied you got to be kidding me instead of lets make an appointment for someone to come out and fix
i find this is ridiculous so why offer a 1 year warranty. Everyone does not have access to a moving truck etc.. or take time to take items back if they offered to replace i would understand then that makes sense. So i leave my recliner and lets say i dont get it back for what ever reason now i am trying to get my money back not a grea way to do business
Business Response
Date: 10/05/2022
Dear Mr. *******,

Thank you for sharing your experience with our team.

Per our pickup policy online:

Merchandise Pickup Service
Pickups
can be made at most of our store locations or distribution centers.
To ensure smooth
pickup of your furniture, please review the following pickup policies:
At the time of purchase, you will be notified what day your purchase will be ready for pickup. If an item is unavailable for the scheduled day, you will be notified by the service store in advance
Online orders must be paid in full at the time of purchase
On the scheduled day, please proceed to the pickup/loading area with your receipt
Please be sure that the size of your vehicle will accommodate the size of the furniture to be picked up. It is your responsibility to properly secure and tie down merchandise to your vehicle
Associates may assist in loading customer merchandise, but we reserve the right to refuse assistance where it may result in injuries or property damage
We will not be responsible for any damage or loss caused to customer merchandise and/or any vehicles during the loading or transportation of the customer's merchandise.
Be sure to inspect your purchase for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify store personnel within 7 days of taking possession of the merchandise and arrange to bring your merchandise to the store for service or exchange.
Be sure to inspect your purchase for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify store personnel within 7 days of taking possession of the merchandise and arrange to bring your merchandise to the store for service or exchange.
You will need to bring the chair back into the store
for service.

If you would like we can offer for you to pay half the
delivery cost and we can send a service technician out to your home. Please call
the corporate office and pay the $94.99 and we can set the in-home service 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
Initial Complaint
Date:10/03/2022
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.
Not sure the monthly amount But I called value city furniture in traverse city told them that the dining room chairs and bench were splintering up a bad seal coat . Also all the chairs aren’t the same color. They finally sent a inspector out from there company. And he informed us of our warranty and give it a day to turn in his report. All of this wet on through sept. around the second week and carried on till sept. end of the month of 2022 I called several times either no answer or the lady was not there . Finally I was able to talk with her by pushing prompt 5 She claims she didn’t have the info from the inspector. And she would find out . Never called me back ( no call ) So I waited a few days called back she wasn’t in ask to speak to a manager. He called me back I explained my concerns and that I had a warranty on the furniture. That I needed to have them replace the set. He was very rude and said do you think we’re supposed to replace your set every 3 months. I then told ask him how do uoh all stay in business. He told me with people like you . I told him he had till the end of the week to replace the set of chairs and bench . ( My resolutions is for the company to replace the set and to make sure they have a seal coat on the furniture) thank you for your time if you need pictures I can send them . Sincerely, ***** R. ******
Business Response
Date: 10/04/2022
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.
     *****, could
you please send photos to the Better Business Bureau pictures of the bench and
the chairs that you have concerns with?
Please contact our office at ###-###-####
Monday-Friday 9-7 Est. Saturday 9-6 Est if you wish to replace this order.

Sincerely,
********* ********
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 10/07/2022
I wish to replace this order. Attached are the pictures you requested.

Regards,

***** ******
Business Response
Date: 10/15/2022
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.
   After our
investigation was completed. We were able to make a final decision.
On 9/6/22 A request for a technician was called to
inspect chairs, bench. You reported splintering and missing seal coating.
On 9/8/22 A request was added with additional
information that a couple of chairs were different colors.
On 9/18/22 A technician was sent out to your home,
per the service report.
No problems with the finish, and No problems with
splinting present currently.
We did receive the requested pictures on 10/7/22.
Based on the images, we do not see a manufactory defect at this time.
However, as a result with you not being satisfied
with the product. We can offer you a one-time courtesy to reselect on a new
table.
Please visit your local store, where the purchase
was made to reselect.
The approval for the reselection will expire
11/17/22.
Sincerely,
*********
********
Resolution
Supervisor
###-###-####
Initial Complaint
Date:10/03/2022
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.
I purchased my furniture back in February 2022 and within a month the front support on my sofa broke. I filed my claim with them in early April. They've scheduled and moved service dates 3 times without informing me. When I finally got a service and they ordered the replacement, they sent me the wrong piece. This has been a 6 month long process without getting anywhere.
Business Response
Date: 10/06/2022
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 10/3/22 a message was left that you were
approved for a replacement on the LAF CHAISE.
You are scheduled for delivery on 10/15/22 for
your replacement.
Sincerely,
Dominique B*******
Initial Complaint
Date:10/01/2022
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.
Value City furniture promised me a 2 piece sectional. I bought it and when the sofa came it was damaged and stained. I spoke to one of the representative asking that I wanted a refund which it was on the 7 day time frame but now that I see that there is no action I called and they said they are not allowed to help me when it was my fault that the sofa came in DAMAGED AND STAINED!!! It’s unbelievable how bad the service is and how they treat people. I understand if the sofa was fine that they are not allowed to help me but what am I going to do with a dirty sofa??? They are stealing people’s money and that’s certainly not okay.
Business Response
Date: 10/04/2022
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.

At the current time you have three options
that we can provide to you. The first would be to proceed with the service to
have the item cleaned. The second option would be that we can set up the
damaged and stained chaise to be exchanged. We w*** bring a new one out to you
and pickup the damaged item. This is what I have currently set up to hold the
date in place in case you choose this option. The item can be exchanged as soon
as 10/11/22. The third option would be to allow the return for refund of the
item. Please reach out to Customer Care or your purchasing store location with the
decision or to adjust the date of the exchange.

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:09/30/2022
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.
I purchased a sectional in April 2021. It took 6 weeks and came in May 2021. In Feb of 2022 I started a repair service as 2 pieces of my sectional were coming apart in the seems that we do not have access too. It has a 5 year warranty and a 1 year manufacturer warranty. The sales rep who sold us the sectional advised us that the warranty will cover all rips, broken pieces and if anything happens in the first year it would automatically be replaced. They refused to replace it but instead sent a service tech out. He said to take the 2 pieces off the sectional and set them aside to avoid any more tearing. He said he ordered 2 new slip covers that will be in around May 2022 and that when they arrive they would send someone out to install them and put our couch back together. I called in May, nothing. I called in June and July, still nothing, I called twice in August and they said they would look into it and call me back. I called 3 times this week (9/26/2022), got transferred to corp, then to Sterling heights (where I purchased it from ) then to Utica location. I was told that they show I picked the slips up, never did. I cant install them so why would I. I asked for a manager 3 times this week, no one will call me back or fix this issue. I want my sectional replaced. Its been almost a year of not being able to use 2 sections of it. This is insane.
Business Response
Date: 10/04/2022
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 the pieces that needed the
fabric were the two armless chairs. We will only replace the items that were
damaged during the original one-year warranty. The remaining pieces are out of
the one year manufactures warranty and will not be replaced. In order to have these two pieces exchanged, please
reach out to the purchasing store location so they can set the two Armless
Chairs up for an exchange.

    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: 11/15/2022
I see that the manufacturer has sent a message, but I am not getting any notification on this, and they need a response from me. I would like the money refunded to my **** card, not the Value city credit card. The message will not let me respond to them. Please advise.
Business Response
Date: 11/16/2022
Dear Ms. ****,

Thank you for
responding. We have refunded the $237.00 back to the ******** ******* Card as
requested. This will take between 3-7 days to go back to the card from 11-14-22
when it was refunded. We have also sent the information to your email in a separate
email from the invoice. This separate email contained a copy of the receipt as
well as the information for your Pure Promise extended warranty as well as the
terms and conditions for that policy.

    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: 11/16/2022
I accept the business's response to resolve this complaint.

Regards,

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

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American Signature Inc.

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American Signature Inc. is NOT a BBB Accredited Business.