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

901 total complaints in the last 3 years.
299 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:05/04/2025
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 called to set up a repair back in late December. One of the recliners on our sofa stopped working along with the USB charging port. Our Love seat makes a weird clicking noise when reclining and when putting the chair back down. We had just purchased the furniture 4 months earlier in August. I called Value city and they set up a repairman to come out early January. The gentleman came out and diagnosed the problem and said he would have to order parts and Value city would contact us when the parts were in to set up the repair date. Here it is May 2025. I have called countless time. Everytime I call my local VCF where I bought my furniture I choose the speak to someone about a repair option and it just rings and rings and rings. If I choose option number 6 I am able to get a hold of a customer service rep. They transfer me somewhere else and all it does is ring and ring and ring until you are disconnected. I sent Value City emails and tried to use their chat yet still no resolution to my broken chair. I Called back again last week and spoke to someone about it all and they themselves tried to call over to some other location to speak with the repair people for me and they could not get anyone to answer either. The lady I spoke to left a message for her Manager. I am beyond frustrated at this point and would just like all the issues with my less than a year old furniture resolved.
Business Response
Date: 05/12/2025
Dear **** ****,

      We sincerely
apologize for any inconvenience you may have experienced. We want to put forth
our very best effort to resolve this complaint.
      It appears that
the store has ordered the buttons for your loveseat; however, the processing
time has been prolonged. I kindly request that you visit your purchasing store
to select an alternative loveseat. The store will ensure the delivery of the
new pieces and the collection of the old loveseat on the same day.
      If you have any
further questions or concerns, please reach out to your purchasing store
location or Customer Care at ###-###-####. Once again, please accept our
apologies for any inconvenience this may have caused.

Sincerely,

*******
********** **********
Customer Care
###-###-####
Initial Complaint
Date:05/03/2025
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.
On 4/26/2025 I purchased a couch that was advertised as "in stock". I paid in full for (****** sofa *****) I took a photo of the couch that day with the sign that I can take home the couch today and scheduled delivery for one week later on 5 /3/25. On 5 /2/2025, the afternoon before delivery...value city called me to cancel delivery and to tell me that delivery would be delayed until August 27, 2025..4 months later! I just had disposed of my old couch to make room for the new one. I'm 90 yrs old and my dog is 11 yrs old and we have no where to sit due to the errors made by their company. They sold my couch to someone else. This is false advertising and unfair business practices. I called the company to complain and they moved up my delivery to a week later on 5/9/2025. I was satisfied with that until someone called me the next day on 5/3/ 2025 to tell me that the soonest it could be delivered is June 2025. I am getting the runaround because of my age. I want a replacement couch of my choice with fast delivery (within days) I am in end stage heart failure and this is causing me so much stress. Me and my poor dog have to sit on the floor. Companies need to pay for false advertising and multiple errors. Please help me. I am old and do not have the ability to fight for myself. I can provide a receipt and the photo of sign that the couch was in stock.
Business Response
Date: 05/06/2025
Dear ******** *********,
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 item is delayed until 6/20/25. Please note that the dates are subject to change.
We can offer a reselection, something we may get in sooner for you. You will be responsible for the overage cost, if any. Look online or in the store, and we can help you with the reselection if needed.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 05/06/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23283269

I am rejecting this response because: they do not acknowledge their errors and terrible inconvenience they caused. Why did they advertise that it was in stock when it was not. Why did they wait until the night before delivery after I disposed of my current couch to notify me of a 4 month delay? Why did they reschedule delivery for one week later then called again to reschedule for June. Why all the confusion! I have been without a couch for 2 weeks and they offer no assistance or recourse. They should offer me an in stock couch and cover any difference within a few hundred dollars. I am not looking for a free couch. I am so tired of retail companies getting away with terrible service. I will not stop here. I will call the local news to help me.

Regards,

******** *********
Business Response
Date: 05/08/2025
Dear ******** *********,
Again, we apologize for the inconvenience the delays have caused. We are a storefront. When we order your items, we get an estimated delivery date from the vendor, we give you this date. The dates are subject to change, depending on the vendor.
We see that you have cancelled the invoice, the refund was put through 5/8/25, and it can take 3/5 business days to reflect on the card.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 05/13/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23283269

I am rejecting this response because : company falsely advertised couch was in stock and we could have it in days. Did not advise of the delayed shipping until evening before delivery after we disposed of couch. They did not resolve this complaint so we had to go back to the store to get a refund. You can close out as not resolved or not satisfied. They are deceptive and unprofessional and did nothing to make this situation right

Regards,

******** *********
Initial Complaint
Date:05/03/2025
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 placed an order with Value City Furniture in late October 2024 for a full bedroom set (Invoice #: 851-751866-16). The order was only partially delivered in February 2025, and the two nightstands remain undelivered as of May 2025more than six months after the purchase date.Since February, the delivery of the remaining items has been delayed seven times, with no resolution. Ive repeatedly requested that the nightstands be delivered immediately or that Value City arrange for pickup of the already delivered bedroom items and issue a full refund. Ive been clear that I will not accept partial solutions or further delays.If the situation is not resolved by next week, I will have no choice but to initiate a chargeback for the full amount paid.This experience has been extremely frustrating, unprofessional, and unacceptable. I expected better service from a national retailer like Value City Furniture.Desired Resolution:Deliver the two missing nightstands immediately, or arrange to pick up the full bedroom set and issue a complete refund
Business Response
Date: 05/07/2025
Dear Obada Mzaik,

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
The store has arranged your delivery for Tuesday, May *******. We shall monitor this order closely and endeavor to complete the delivery at the earliest possible moment. Considering the inconvenience, we will refund the delivery fee following the successful delivery.
If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.

Sincerely,

*******
Resolution Supervisor
*************
************

Customer Answer
Date: 05/07/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23282630

I am rejecting this response because: they called me and told me they will deliver on 9th and now the response said on 13th. This still frustrated and have no trust on their promises.
I will see if this will really arrived on 13th of May

Obada Mzaik
Initial Complaint
Date:05/02/2025
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 bed and mattress from Value City Furniture and it was delivered today missing pieces to the bed frame to where it couldn't safely be assembled. In chat conversation with them I asked that this be taken care of today as my wife and I don't have a bed to sleep in due to taking our old one apart in preparation for delivery of the new one today. I have received a total run around from both the chat and the store we purchased it from. I was promised a phone call by the end of the day today from a supervisor and that never came. All I am asking for is for Value City Furniture to make it right.
Business Response
Date: 05/06/2025
Dear Mr. *************** you for bringing this matter to our attention.
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 ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:05/02/2025
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 did not deliver a complete set of pieces for a couch set.
Business Response
Date: 05/06/2025
Dear ****,

We sincerely apologize for
the experience you've had with our company. Please know that we are committed
to addressing your concerns with the utmost care and attention.

Upon reviewing your order, we
confirm that multiple communications have taken place via email and phone
regarding the billing adjustment and the delivery date of your items. As
previously stated, the full delivery fee will be refunded upon completion of your
delivery.

We regret any inconvenience
this situation may have caused and appreciate your patience. Should you have
any further questions or concerns, please don’t hesitate to contact our
Corporate Customer Care team at ************.

Sincerely,

****** *
********** **********
Customer Care
************
Customer Answer
Date: 05/06/2025
There is no reason why I should have to wait until the delivery date. I just received another email telling me it won’t be ready until August. I’m sorry but this is completely unacceptable. I did not sign up to wait 7 months for a couch that I purchased. A reasonable estimate would have been 3 months. Anything past that is excessive. I feel that this is breach of contract.
VCF should have this couch discounted further.

Regards,

**** ******
Initial Complaint
Date:05/01/2025
Type:Delivery 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 bought furniture in early November and was repeatedly told we wouldn't get our stuff until dec 21 and that was fine then on the 20 of December we were told it would be the 12 of January only then to be told February the couch finally showed up but not the chair was told that it would be another month but they would refund the shipping of ****** when it was delivered in February was told it would be March 22 when I got the chair and was again told I would receive a refund of 300 dollars for the wait but now they say there is no refund being given
Business Response
Date: 05/10/2025
Dear ******* *********

We sincerely apologize for any inconvience you may have experienced. We want to put forth our very best effort to resolve this complaint.

After careful review, we did see a refund that needed to be processed. A refund check for $323.17 was processed on 5/10/25.
Please 7-10 business for processing. The refund check will be mailed to *********************************************************************

Thank you
*********
Customer Answer
Date: 05/20/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******* *********
Initial Complaint
Date:04/29/2025
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 4/8/2025, I ordered two items from Value City Furniture: an area rug ($499.99, on sale for $399.99) and a bed ($249.99, on sale for $199.99). The area rug arrived just fine. The bed arrived with the headboard badly damaged. I followed the instruction included with the bed and sought a replacement from the manufacturer, who said that for that kind of item I had to go through the retailer. Fine. I then contacted Value City. After several days of waiting, on 4/29/2025, I received an email saying that I would have to repackage the bed and transport it to the nearest Value City store, and AFTER providing confirmation of that return, their online customer service could send me out a replacement. I find this completely unacceptable as (1) I had been told twice that a replacement part would be sent out to me and (2) the suggested solution from VCF is wildly inconvenient. All I want is the replacement for the part that arrived damaged.
Business Response
Date: 05/01/2025
Dear Mr. *************** 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 you have been working with our ************* team. Please see below what we have offered:
You can keep the piece as is for $30.00 back to the form of payment on the invoice, we will need the last 8 digits of the Synchrony account. You can email this to:
*********************************************************************************************************************************************************** ATTN: Joy
Or we can exchange the full piece. Since the headboard is a large piece and is fragile, the vendor will not ship the piece alone. You will need to take the piece back to the store, and we can re-order the piece for you. Please see the Direct Shipped online policy:
***************************************************************
Direct Ship from ********************************************* Include:
Free Shipment of furniture to your home. Furniture left at front door or garage in original packaging. Placement of furniture in home, assembly, and removal of product packaging not included.
Merchandise is delivered through a variety of national or regional carriers, such as but not limited to: *********** AllStates World Cargo, Metropolitan Delivery, Roadrunner, *****, AM Trucking, R&L Carriers, AIT Worldwide.
Small Parcel Merchandise is shipped ground and can take up to 5 days to be delivered depending on your location.
Due to size, select oversize items will ship LTL and can take up to 21 days to be delivered depending on your location. Refer to product details to determine if an item is shipping LTL.
After an order is shipped, tracking information is emailed to your registered email address.
If, during shipment, your merchandise has been damaged, you must notify customer care within 7 days of the date of delivery. Customer will need to provide images of the carton and product damages to facilitate resolution.
Item(s) shipped direct from manufacturer may be cancelled for a full refund up until the item(s) ships from warehouse. Merchandise that has already shipped can not be cancelled. Customer is responsible for returning merchandise 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.
Again, we can refund the card on file,we will need the account number.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Initial Complaint
Date:04/28/2025
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 went to a value city furniture location at **** ****** Md on 11/2/2024 and purchased a set of living room furniture and a set of breakfast table, furniture all totaling to amount of $6631.70. I paid using my value city furniture/***** Credit card. At the time of purchased the agent encouraged I start making payment immediately to avoid interest. I was also informed the furniture will be delivered on 12/26/2024. The delivery date arrived, the company delivered just one sofa and 4 single chairs. The breakfast table along with the rest of the furniture were not delivered. I was informed the rest of the furniture will be delivered on 1/20/2025 from another location. On 1/19/2025, a text message came that delivery date has been moved to 1/28/2025. Then on 1/27/2025, another text message of another change to February. A night before the new date in February, another message of change in delivery date to March. Then March came, delivery date was moved to April. It was then that I decided to cancel the order and asked they come by to pick up the one sofa and 4 singled chairs they delivered on 12/26/2024 and give me my refund because they broke the contract. They agreed and came on 3/20/2025 to pick up their furniture. Before all these changes I have made a payment on 11/15/24 ($1000.00), 12/6/24 ($368.00), 12/23/24 ($185.00), 2/6/25 ($1000.00), and 3/6/2025 ($500.00), in the total amount of $3053.00. They refunded ($6431.33) back to the credit card company instead of $6631.70 after several attempted calls to get them to send refund back. They held back $200.37. I have called value city furniture severally to complete refund of the remaining $200.37 so that the credit card company can issue my check refund in the amount of $3,053.00. Each time I call, they tell me “We are working on your remaining refund." Up till now value city continue to play game. Please I need help with getting my money back. Thank you.
Business Response
Date: 05/01/2025
Dear **** *****,
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.
It seems we were having system
issues that delayed the full refund. We have refunded the card in full as of
today, 5/1/25.
Any payments you have made to
*********, you will need to talk with them about a refund. Their phone number
is ###-###-####.
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,
***
********** **********
American Signature Inc.
###-###-####
Customer Answer
Date: 05/15/2025
Thank you all for your time at resolving this dispute. I am so grateful. I will continue to wait for the credit card company to send my refund. Thank you.
Initial Complaint
Date:04/21/2025
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 sleeper sectional on May 4, 2024. We paid around $1700 and purchased extended warranty for $300. In September 2024 the frame on the sleeper portion cracked in half and was replaced. March 28th the frame on the couch portion cracked in the same spot as the sleeper part had in the past. This time it prevents us from pushing the sleeper portion in as it is sagging the middle of the sectional portion. We have reached out to the store and had a serviceman come look and take pictures. Told us to call the store next day. We called the store next day and we were setting up delivery and questioned the delivery fee. We asked to speak to a manager and we were told the manager was unavailable and would contact us. The weekend came and went and we had received no phone call. When I called back, we were then told it was not covered because it was considered customer damage. We were told to make a claim with extended warranty company, and they denied the claim stating it was covered under manufacturer warranty. I spoke to the manager at the store it was purchased from because the store than handles the repairs apparently would not deal with it anymore. I was told she would contact me the next business day, which would have been 4/17. I have no received a phone call back and we still have a broken couch. We are 2 mature adults who take good care of our stuff and for them to say its customer damage is ridiculous. We were told because there are some scratches (from cats, but nothing major and nothing near the damage) that they deemed the couch as being used more than average and therefore will not cover it. The couch is still in very good condition except its cheaply made and the frame has cracked. No one will return our phone calls. Beyond frustrated with a $2000 purchase!
Customer Answer
Date: 04/24/2025
-------- Forwarded message ---------
From: 'K B' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Date: Thu, Apr 24, 2025 at 4:48 PM
Subject: 23230336-complaint number- *. ********- VCF
To: <**********************************************************************************************>

Attached are additional photos of the couch in question. Last I spoke to the manager **** from the Value City Furniture store manager at the ****** ******, she mentioned stains on the couch. This is not true. At this point they are doing everything possible to void the manufacturer warranty. I was told she would call me back and at that point I was going to request the photos they have because at this point, it was has been handled so poorly, I dont trust they have the correct pictures. Thank you so much for looking into this for us. We just want our couch fixed.

******* ********
Business Response
Date: 04/24/2025
Dear Ms. *************** you for bringing this matter to our attention. 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 ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 04/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23230336

I am rejecting this response because: they were just requesting additional information at this time. This information has been provided and I am still waiting for a response.

Regards,

******* Music
Business Response
Date: 04/30/2025
Dear Ms. ************ 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
We did not receive the information needed to look up your account.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 05/01/2025
I am going to call the number provided but I already have sent the information to the email that they provided in the previous correspondence! I am not sure why that was not received.
Customer Answer
Date: 05/01/2025
I sent an email with a picture of the invoice to the email they provided in 4/26/25.
Business Response
Date: 05/01/2025
Dear Ms. ************ see that you have talked to a supervisor here at ************** and we are exchanging the piece for you.
We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
Sincerely,
Joy
Resolution Supervisor
American Signature Inc.
****************
Customer Answer
Date: 05/06/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******* Music
Initial Complaint
Date:04/21/2025
Type:Delivery 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'm writing to bring to you attention an issue that occurred during a recent delivery. On April 9th, I had couches delivered to my home. While delivery itself prompt and the two workers were courteous and nice, I noticed a scratched during the delivery process. I understand that accidents can happen, however I would to suggest that delivery personnel wear protective coverings, such as booties over their shoes when entering customers homes they also spoke no English. After the delivery process I've notice that floor had been scratched. Unfortunately, the scratches have affected the appearance of my floor and I would appreciate the assistance in addressing this matter. I contacted the store directly and they have been giving me the runaround. They ask me to submit photos to ************ in which I did now they gave me the contact Info to the delivery company which ************** I called and spoke to a lady name Snow and she asked me to submit photos to ************************ which I did and its been a weeks with no response. ******* must be the claim the email states. I have submitted photos and have them also and proof.
Business Response
Date: 04/28/2025
Dear ******** *********

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
We are currently looking into this matter, and we are requesting additional time on this matter. Please allow us 5 days to continue to look into this matter and respond.

Thank you
Resolution Supervisor
*********
Business Response
Date: 05/09/2025
Dear ******** *********,

Your claim is being handled our third party company that works directly with customers if a property claim is filed.
We were able to contact ******* M for additional information on your behalf. Please see response below.

Mr. Velazquez was asked to submit pictures, and he sent the photos. I did explain to the customer that it will take some time to get an estimate from a contractor and that his is claim is pending- he said he understood. Then a couple of days later he sent an email, I sent him an email back saying that the photos were received but we are still waiting for the estimates to come in- he never mentioned the damages to the driver the day of the delivery but said he spoke with the store and we are still working on the claim. I will send him an email today again to let him know that we are still waiting and if he has three estimates that he would like to review, then I will ask him to submit.

If you have additional question please contact Shitaye at ************************ or *********************.

Thank you
Resolution Supervisor
*********

Customer Answer
Date: 06/13/2025
---------- Forwarded message ---------
From: '******** *********' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
Date: Mon, Jun 9, 2025 at 1:29 PM
Subject: Re:
To: <**********************************************************************************************>

Still havent received anything can you just mail the payment so I can move on with my life! How is this so difficult this is your people who mess up!
Business Response
Date: 06/26/2025
Dear BBB,

Mr. ********* has a claim with a third-party. We will not be handling the complaint or claim due to this being taken care of by the third-party. Mr. ********* was advised on the previous email the remarks that were made by the third-party, He will need to work directly with ******* at ************************ or *********************.

Thank you
Resolution Supervisor
*********
Business Response
Date: 06/26/2025
Dear BBB,
I was able to get this information from the Third-Party this has been resolved. Please see attached PDF.
Thank you,
Customer Answer
Date: 07/08/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

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

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American Signature Inc. is NOT a BBB Accredited Business.