Business Profile

Furniture Stores

American Signature Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

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.

If you've experienced an issue

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:09/15/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Went through rough process with there warranty company for close to a year to get something repaired. After being lied to multiple times and finally staying my couch was discontinued. They sent value city paperwork to just replace entire sectional. Now dealing with value city every person I spoke with has been very rude and and has shown no compassion towards me for what I have been through. Finally agreed to send me the couch only to be told they require my old one calling it an exchange instead of replacement. Also after finally receiving couch they didn’t bring all items needed only 4 out of 6 and stated would have to come back. Also could only give me 4 and take 4. So my reply was just come back when you have everything right. Then proceeded to tell me my couch was filthy and I have a clean house hold but there is some dog hair. They stated it had to be cleaned and can’t have dog hair. Goin back it was a replacement not exchange. It’s impossible not to have dog hair on it and I’m
Not willing or was told to have it cleaned to perfection. At this point coming up to a year with no resolution and still not treated properly or taken care of a refund of bought items I feel is more than acceptable. As I will
No longer do business with them and will deter people from making my mistake as well
Business Response
Date: 09/19/2022
Dear Mr. ****,

Thank
you for sharing your concerns, we do apologize for your experience we would be
more than happy to address your concerns. Please expect a call with 24 business
hours.

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*****
Business Response
Date: 09/24/2022
Dear Mr. ****,

Thank
you for sharing your concerns we see this has been resolved we confirmed with
you 9/22/22 that your replacement is scheduled for a tentative date on
10/06/22. We call you to provide a 2 hour window 1-2 days prior to your
scheduled delivery date.

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: 09/26/2022
I accept the business's response to resolve this complaint.

Regards,

****** ****
didn’t give me any options or take any blame. Just blamed it all on there warranty people. Basically I still have to wait on the other couch be delivered. Nothing special offered or anything just a company that can treat someone poorly and get away with it.
Initial Complaint
Date:09/15/2022
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 bought a couch in Nov 2021 my husband went to pick up the sofa, but it was the wrong sofa. I DID NOT order a white sofa, I immediately called the VCF store, and they gave me the run-around and transferred me to another associate, I would speak to them and explain what had happened. They would again tell me I needed to speak to another associate who handled this specific issue. I never heard back they wouldn't answer my calls, and they would not respond to my emails. My husband thought he was being helpful by picking up the furniture, we left it wrapped in the living room for several days after pick up, I was in the middle of burying my grandmother, whom I was caring for, I buried her on Thursday my father became very Ill Friday he passed away Sunday. I then was in a nightmare. I unwrapped my furniture the night before the services, family were to come to my house that's when I realized it was wrong. My husband was going to drive the furniture back to the store, but they said they would refuse without proper documentation as to why. My husband wasn't going to drive 21/2 hrs for this to happen. I've continued to try to have this rectified not only with VCF but also with the credit company. Please help me, it not only is the wrong color it is the worst sofa I have ever owned it isn't worth the money I'm expected to pay, especially for the wrong item
Business Response
Date: 09/19/2022
Dear Mrs. *** *****,

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 for any inconvenience.

It appears that the sofa that was ordered was the 2-piece
Haven Media Sofa in Oslo Snow which does show as a white gray light color on our
website.
Also, there are no notes to indicate that any attempts
were made to reach the store or customer care prior to the recent September
2022 call.

At this time unless there is further information you
are able to provide that you received the incorrect sofa we would not offer a refund,
reselection or any type of discount as it appears you received the sofa that
was ordered on the invoice.

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:09/14/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Every time I have ordered product from VCF it has taken an unacceptable amount of time to receive my items. In the beginning of the year it took 6months to get a table set we ordered - this was delayed 3 times!. I ordered a tv stand fireplace on 9/5 customer ID *************** and its going to take until November to be delivered and I am sure they are going to call me and delay it as always. I have also ordered a couch that was supposed to be delivered on 9/24 the salesperson told me it was in stock and ready to be delivered (its not custom) and I got a call stating it is not in stock now and it will not come until 10/21 (order ********* and customer Id ***************). This company has no problem taking the thousands of dollars I have spent on furniture but will take an unacceptable amount of time to give the merchandise. I want the items I paid for delivered to me in a timely manner. Especially when paying for a delivery fee of $200.00 each time.
Business Response
Date: 09/15/2022

Dear Ms. ********* ********,

Our intentions for our customers, is to have a
pleasant purchasing experience with us and understand it is an exciting time. Therefore,
please accept our apologies since there seems to be a delay with receiving your
Hunter Fireplace TV Stand.

When a purchase is made with us, the delivery dates
listed do say “on or after this delivery date”. This means although we do expect
the item to arrive on the date listed, this date is tentative and can change.

This is due to us having to get the items you order to
our stores, since our stores do not actually house the furniture on site. We
receive the items as you the customer purchase them. This process can sometimes
be delayed for a number of logistical reasons.

We do appreciate your business, however you are able
to receive a full refund at anytime if you did not want to wait for this item
to arrive, as we have checked all of our other regions and this item is not available
sooner than the 11/22/22 delivery date.

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

Sincerely,

Tracy C*****
Customer Answer
Date: 09/15/2022
I am rejecting this response because: the response to my couch that was set to be delivered on 9/24 has not been addressed.

Regards,

********* ********
Business Response
Date: 09/22/2022

Dear Ms. ********* ********

My apologies that the delivery date for the Plush sectional
was not addressed previously. It does appear that there is a delay until
10/21/22 for this item.

It is indicated that you were notified on 9/14/22 by the
delivery store that the new tentative delivery date is now 10/21/22. Currently,
this item is not available for an earlier delivery.

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:09/12/2022
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 made a purchase 11/2921 I have not received my item as if yet. First excuse was because of covid. I had my delivery canceled 6times. Now this August I had two delivery canceled because the item was damaged. I never heard from anyone. Manager never called me. I get a text with a picture of the damaged good without any explanation. They never tried to negotiate any type of replacement. I called numerous times no response back. I never got nasty nor did I raised my voice. No response but we can reschedule your delivery for another day. I did talk with corporate. Young lady apologized and said she will take off $100. That was the first week of August. So they reschedule my delivery for 8/30.never received a call. They text me a picture of damaged good again. I waited and waited no call back what happened. So I called delivery and the young lady started stuttering never apologized. We have to reschedule your delivery because it was damaged. I told her I DON'T WANT THEM TO REPAIR THAT ITEM I WANT A NEW ONE. I am very very upset. When I ask if I could buy the display chest on the floor in February they told me it was against store policy but yet I find out later on they sold that chest. It will be 1 year and I have not received my purchase that I am paying for.
Business Response
Date: 09/13/2022
Dear Ms. *****,

While we are disappointed that you did not have a more
pleasant experience with us, we truly appreciate your honest feedback.

There has been delays with the vendor on the chest.

We have you set for 9/26/22 for delivery, please note
delivery dates are subject to change.

Once you have a successful delivery, we can look into
a discount 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: 10/04/2022
Ms. ***** called BBB stating business called her with new delivery date of October 19, 2022 and indicated she would receive a discount once it was delivered. She accepts the business response at this time and will notify BBB later if the item is not delivered on October 19, 2022.
Initial Complaint
Date:09/11/2022
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.
Receipt for Order #******* / Order Created Date: March 8, 2021 / Nest Foam Comfort Sofa - Sherpa Charcoal SKU: 2119137 Product ID: 2313163 Price: 799.99 Quantity: 1 Sub-total: 799.99. As of 9/9/22 Lail on a phone call to corporate said she can't refund me. I am demanding a full refund for this item. I have contacted your store on ****** ***** Lithonia Georgia many times since the couch was delivered 5 months after purchase and the rest of my purchase a month later. The purchased date is not the same as the delivery date so my claims must start at time of delivery. Your person came out 4 times to SEW THIS COUCH UP. The seams are bursting open!!! Ever since this couch is delivered. You knew this was a defect a lemon and you continue to sell it. All reviews from even on your site are reporting this. I wanted a black couch for my design needs. You had the only thing close to that I went to 5 different companies. So yes, I bypassed the reviews and took my chances, however, I was not told by sales or anyone the issues with this fabric. I HAVE TO KEEP A BRAND NEW COUCH COVERED UP. Its embarrassing. I have a brand new couch I paid almost 1000 for and I can't show it. Its unraveling and falling apart from the first day you delivered it. When I called you mentioned a refund if you could not fix it. But was always directed to have it sewn up. The problem was not fixed the 1st, 2nd, 3rd and 4th time. I have a life. I don't have time to keep contacting you people about a brand new couch I just purchased. I have reported this many times and all you do it put a band-aid on it. I want a refund for this item. I waited a very long time for this item to be delivered only to have it sewn up ever since I got it and I have to keep it covered up as if it were 20 years old. Refunded is demanded since I must take it to get reupholstered. I asked for a new couch I asked for new cushions and you denied me. Demand is hereby made for a full refund.
Business Response
Date: 09/16/2022
Dear Mrs. *******

We apologize for the inconvenience you have encountered
with trying to get your item repaired. We look forward to assisting you the
best we can.

Per our records it does look like you called in to
report the threading and doesn’t appear the service was completed. I also do
see we advised you recently that you were outside of the warranty timeframe.

As of 9/14 I show that store has ordered all new
casings for the sofa. Please allow 8-16 weeks for the parts to arrive to the
store location, once in they will call you to set an appointment to install.

If
you have any additional concerns, you may contact your purchasing store
location or 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,

Iman B****
Customer Answer
Date: 10/03/2022
I will accept that the company stated that they will order new casings for my couches and it will take 8-16 weeks for them to be sent to their location.

I will NOT accept that upon them receiving the new replacement items, they will schedule someone to come install at my home. .

Preferred Resolution: They can send them directly to my location the same location where they delivered the furniture.

Other: They can also email or call me, and leave voicemail and I will pick them up. I do not need any help putting on new casings on my couches and I do not want anyone at my home.

Thanks ******* *******
Business Response
Date: 01/20/2023
Dear ******* *******,

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

We will be exchanging the sofa for you. your exchange
is set for delivery on 1/25/23.

Once you have successful delivery we can look into a
discount for the inconvenience.

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

Sincerely,

Joy
Customer Answer
Date: 01/27/2023
The only option you give me online is to accept or reject the offer.

The company came without me accepting or rejecting. They came way earlier than Tunney told me they would which was inconvenient. However the new couch and pillows were delivered and the old couch was taken and the pillows and casings. Just wanted to make sure they did document the damaged items were returned.
Initial Complaint
Date:09/09/2022
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.
August 2017 I purchased furniture from Value City Furniture in Clay NY. When I purchase the items I purchased the warranty on it in which the employee stated you will either be able to purchase something from the store or receive a check back. I have called multiple phone numbers today to try to get help but no one is helping me and they are saying you can only use it in store but no store will deliver to you because being to far. I have lived in the same house as they delivered to before. This is not my fault the store is closed and the store employee told me I can receive a check back. This business has been transferring me to 7 different phone calls, it is very frustration. I just want someone to actually help me. The warranty is under my husband S***** ****** *** **** *****
Business Response
Date: 09/12/2022

Dear Mrs. ******,

Thank you for contacting us
with your feedback and concerns. The Pure Promise rebate is a IN-STORE credit
but due to your circumstances of not being close to our local store we can
allow you to place a order over the phone to utilize this credit by purchasing
something off our website. We do have items that can be directly shipped to
your home this information will be provided in the description box if the item
you choose has this option. I have attached the warranty terms and condition
details that does state the rebate is a credit not a refund. We can assist you
at the below number if you would like to proceed forward.

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: 09/13/2022
I am rejecting this response because: I have tried looking online and there is close to nothing that can be shipped to my house and the items that can be shipped are $200 just for shipping. Someone should be taking action for the employee that lied to me in the store that told me specifically in 2017 if you do not find anything in the store you will be able to get a check back. Do all the employees lie there to get you to buy this warranty? The only reason I bought it was because of having this comfort.

Regards,

***** *************
Business Response
Date: 09/19/2022
Dear Mrs. ******,

Thank
you for sharing your concerns we see this has been resolved be refunding you
the amount of the warranty. The check may take 7-10 business days to arrive.

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: 09/19/2022
I accept the business's response to resolve this complaint.

Regards,

***** *************
Initial Complaint
Date:09/09/2022
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 Electronic Recliner for my husband and it is not working properly. I purchased it in April. It took value city furniture until July, to provide service to the recliner not working properly. After the repair person identified the problem, nobody from value city furniture called me about the situation. We are in September, and l still have not received a call from nobody. I keep calling them and they keep saying, "They are ordering the part to fix the recliner. At this point, l need my money back if they cannot fix the problem. More importantly, l need a brand new recliner, it is not fair for me to keep paying for something that does not work.
Business Response
Date: 09/10/2022
Dear Ms. ****,

While we are disappointed that you did not have a more
pleasant experience with us, we truly appreciate your honest feedback.
The part was ordered for the
recliner, this can take 16/20 weeks from the part to come in once the part
comes in, a service will be set for the repair.
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,

***
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 09/12/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18002187

I am rejecting this response because: It is unfair for us to wait 4 to 5 months for a Part to fix the Recliner. It is poor customer service, poor empathy, poor response to the situation because nobody has ever explained the time it will take to fix the recliner. Along as l have to pay for the recliner, I would like a new recliner. I paid for a brand new recliner in good faith that it will work properly. Please advise? I am completely disappointed, Dissatisfied and would like a Refund because l can buy from somewhere more Reputable!

Regards,

**** ****
Business Response
Date: 09/15/2022
Dear Ms. ****,
We apologize for the delay in the
parts coming in.
The service was done on 7/22/22.
The part was ordered for the recliner on 8/19/22, this can take 16/20 weeks from the part to come in.
Once the part comes in a service will be set for the repair.
We do have to give the vendor
time to get the parts to us.
If you have any additional
questions, please feel free to call our Corporate Customer Care
Center at (VCF) ###-###-####/(ASF) ###-###-####. Our office is open from 9am - 7pm EST Monday through
Friday, and Saturday 9am-7pm EST.

Sincerely,

***
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 09/15/2022
[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. More importantly, l cannot say anything to change the facts in the situation.

Regards,

**** ****
Initial Complaint
Date:09/08/2022
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.
I purchased a couch and loveseat in March of 2022. The products arrived and the electric headrest in the couch did not work. The company sent someone out to look at it and they stated the motor needed replaced. I set up 5 different service calls and each time nobody showed up. Finally the company agreed to deliver me a new couch which was supposed to arrive on September 3, 2022. They again did not show up. The manager is not returning my call and I still have a broken couch that I paid over $2,000 for and no one has returned my call.
Business Response
Date: 09/12/2022
Dear Ms. ******* *******

Our intentions for our customers, is to have a
pleasant purchasing experience with us and understand it is an exciting time. Therefore,
please accept our apologies since there seems to be a delay with receiving your
exchange.

I do see that the Charcoal Burke dual power sofa is expected
to be exchanged on Saturday 9/24/22. You should have been notified prior to the
last expected delivery on 9/3/22 that it was delayed further. All of our
delivery dates are tentative and can change if the items does not arrive to us
as expected, but we should let you know this.

You should be notified by the delivery store 3 days
prior to your delivery date to confirm the delivery and then you will be
contacted the next day with a delivery timeframe.

It this delivery date does not work for you please
reach out to customer care at the number below and we can select another date
for the exchange to occur. A new invoice has also been emailed to you with a
link for you to track this delivery exchange.

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

Tracy C*****
Customer Answer
Date: 09/13/2022
I am rejecting this response because: business has still not contacted me.

Regards,

******* *******
Initial Complaint
Date:09/08/2022
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.
Hello, I purchased a recliner from Value City Furniture in Evansville, Indiana that cost $395.89. The stitching has been coming undone on the chair, exposing the inside of the chair. I emailed the store manager, Blake Ellis and he told me I would have to have it repaired myself and that Value City Furniture would not pay for the repair. I also asked for an email address for corporate to which he responded, " I don't have an email address."
Business Response
Date: 09/09/2022
Dear Mr. *******,

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

    The
item you purchased was purchased as clearance as-is. Per the information that
is listed on the website and on the back of the receipt, as-is items carry no
warranty. As-is items cannot be serviced, nor exchanged and are non-
refundable.

No services will be offered for this item.

    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: 09/09/2022
I am rejecting this response because this does not rectify the situation.

Regards,

******* *******
Initial Complaint
Date:09/08/2022
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.
I have purchased a sectional from the company and it was broken within a year value city was supposed to fix it. They never did. I bought the pure promise and they refused to fix it as well. Almost four years later and my furniture is still broke. Last year I purchased a bedroom set from value city. I have a queen size bed and they gave me a king size set. I never would have noticed it if I didn’t break my ankle. Value city will not resolve the issue yet again and neither will the pure promise insurance I again purchased. Thousands of dollars spent and no one will take responsibility. I will never shop at value city again and will not refer them to anyone I know.
Business Response
Date: 09/10/2022
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.
   Per our information for the invoice
regarding the sectional, we do see where a call was placed to start a service
in 2020, however as the store was not able to provide a time frame for the
service, you were transfer to the corporate office. There are no notations
regarding any contact made to the corporate office after this initial phone
call. There was a second call done on 9/28/2021 and at that point you were out
of the manufactures warranty and transferred to ******* **** *******.
     As you are outside of the one-year
manufactures warranty we will not provide any services for this item. ******* **** ******* is a third-party company with their own sets of terms and conditions
and policies. We have no say on if they approve or deny a claim or provide
service.
    Regarding the bed, the item that was
delivered was a queen-sized bed. There are going to be gaps in the item between
the bed the mattress. This allows you to flip and adjust the mattress as
needed. Furthermore, the item has been in home over a year and is outside of
the warranty. No services will be offered for this item.
    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***

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

American Signature Inc. is NOT a BBB Accredited Business.