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

900 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:09/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a dining room set (table, bench and 4 chairs) on americansignaturefurniture.com on May 22, 2022. I received the dining room table set in multiple boxes and shipments in August 2022. I initially thought I was missing a chair and legs of the table; the number of pieces the set comes with compared to the number of boxes that arrived weren't correct. However, I realized my mistake after a few days when I opened the boxes. My husband then began to build the dining room set and noticed the instructions and hardware for the table weren't provided. We checked the boxes multiple times; however, we never found it. My husband said the hardware would have been obvious because the boxes would have come with an orange tape leading to a bright orange hardware bag and/or assembly instructions as the boxes with the chairs and bench did.
I sent an email on August 21, 2022 to [email protected] with NO RESPONSE. I called American Signature (###-###-####) on Thursday September 1st and they made no mention of my email and said they would put a request to the vendor about the hardware and to call back by Tuesday September 6, 2022 to give the vendors time to respond and due to the Labor Day weekend. I called again Tuesday September 6, 2022, they said they have NOT received a response from the vendor but they should get a response within 24-48 hrs. I called Thursday September 8, 2022 and once again said they haven't received a response and will have to wait for the vendor. I asked them about my initial email and they said it goes to a different department and only apologized no one responded. They also would not transfer me to that department so I can understand why my email went unanswered. At the end of the call the Supervisor once again said I would have to wait for a response.
I have had a dining table in my house that I cannot finish building AND just being told to WAIT! This is unacceptable.
Business Response
Date: 09/12/2022
Dear Ms. ****,

Thank
you for contacting us with your feedback and concerns we apologize for your experience.
Based on the information provided your hardware is being delivered today via USPS tracking number **********************. We thank you for your patience
with receiving this hardware you now have the availability to track on your
end.

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: 09/15/2022
I accept the business's response to resolve this complaint.
Regards,
******** ****
Initial Complaint
Date:09/07/2022
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.
On February 14, 2022, I purchased a king size bedroom set with mattress, a vanity and a desk from American Signature Furniture store located at ***** * **** ***** **** ****** **. At the time of our purchase, they advised us that it might take a few months to receive the furniture (estimated delivery was between June/July) due to manufacturer’s delays.
On June 17th, we received our bedroom set and mattress however the bunkie boards were not included and a new delivery date was set for that. I received two calls from their customer service advising that the remaining furniture would not arrive until Sept. 16th. A third call was received on Saturday, Sept 3rd to advise that the bunkie boards would be delivered on Sept. 16th however no mention of the remaining items was brought up. I asked the representative about the remaining items and she advised me that their new delivery dates are Oct. 4th for the vanity and sometime in Nov. for the desk.
At this point, I cannot cancel my order since all the items are part of a set. I have also been paying for ALL the furniture I have not yet received and have no idea as to when it will arrive. In addition, my promotional balance will end in March 2023 despite these constant delays. This is unacceptable and not fair for the customer. Why is it legal for American Signature Furniture to bill consumers for a product that they can’t deliver? What other product or service allows companies to bill a consumer thousands of dollars while they continue extending the delivery date? This company is using consumer money to fund their manufacturing costs up front and minimizing their expenses and costs on the backs of consumers. We know we have to wait for the furniture but we should not have to pay their costs to manufacture the furniture while they sit back and continue delaying delivery and to further add more money in their pockets. This can’t be Legal!!!
Business Response
Date: 09/09/2022
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.

   While we understand your frustrations, there
have been delays in the manufacturing and transportation processes with some
items. These delays are outside of the control of our company. We try our best
to keep our delivery promise. We require payment for merchandise up front before
the items are ordered in and there is not a way to delay or hold any payments
until the merchandise is received.

Compensation for the delays can be addressed
once all items have been delivered. Once you receive all items, please reach
out to the store location or Customer Care at ###-###-#### to discuss the
compensation.

    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:09/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered $12k worth of furniture for my new home in February 2022. The “direct ship” furniture all came damaged or defective. I have all the emails to prove I’ve been contacting this company for resolution for 7 months. Up until today, my issue is yet to be resolved. Communicating with this company is like pulling teeth. I have to beg for them to resolve my complaint. I’m owed 1 IGNATIUS COFFEE TABLE because the original one was shipped damaged and a FULL refund for 3 defective kitchen bar height stools. As of yet, 7 months later I’ve been ignored and my complaint remains up in the air. I will never shop with the company again. I have such a disgust for the way I’ve been treated. And I intend on telling everyone I know not to do business with them. I’ve even contacted an attorney to find some sort of resolution. I have all of the emails necessary.
Business Response
Date: 09/12/2022

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

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 the experience you have had.

The first issue about your refund for the 3 Wilcox bar
stools, it is notated that these were to be picked up on 5/31/22 when the
delivery was made from your second invoice. Per the delivery manifest for that
day, the drivers did not pick up the 3 Wilcox bar stools because they were told
by the adult receiving the delivery that the bar stools were not at that
location to be picked up. It is then notated that the chairs could either be returned
to the store on your own or pay a delivery fee to have them picked up.

The second issue to replace the Ignatius Coffee table,
we do show the original delivery for this item was on April 22, 2022 and then a
replacement was delivery was completed on June 11, 2022. Both of these were
delivered via FedEx.

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: 09/26/2022
I ordered $12k worth of furniture for my new home in February 2022. The “direct ship” furniture all came damaged or defective. I have all the emails to prove I’ve been contacting this company for resolution for 7 months. Up until today, my issue is yet to be resolved. Communicating with this company is like pulling teeth. I have to beg for them to resolve my complaint. I’m owed 1 IGNATIUS COFFEE TABLE because the original one was shipped damaged and a FULL refund for 3 defective kitchen bar height stools. Never have I received a REPLACEMENT coffee table due to the first one being damaged. 3 stools were returned, and I never received a replacement nor a refund. As of yet, 7 months later I’ve been ignored and my complaint remains up in the air. I am being ignored via email and I just want the issue resolved. I will never shop with the company again. I have such a disgust for the way I’ve been treated. And I intend on telling everyone I know not to do business with them. I’ve even contacted an attorney to find some sort of resolution. I have all of the emails necessary.

Desired Resolution / Outcome
Desired Resolution:
Other (requires explanation)
Other (requires explanation)
select
Desired Outcome:
I want a full refund for the 3 stools that you’re obviously never going to replace BECAUSE THEY WERE RETURNED and I want my REPLACEMENT coffee table!
Business Response
Date: 10/01/2022
Dear Ms. T***** ********

Our direct ship department has looked into the
delivery of the Ignatius coffee table, and we do have proof of delivery for this
item. Both for the original delivery on April 22, 2022 and the replacement
delivered on June 11, 2022 by Fedex. Therefore, we would not be sending another
replacement for this item.

Also, I have contacted the original delivery store to
verify that the barstools were never picked up as they were scheduled to be
because they were not at the home. We would not be able to provide a refund for
the items because they were not returned to us.

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:09/06/2022
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.
My husband and I purchased a bedroom set from American Signature which value city provides the furniture. Apparently they had several issues with their leather which we were unaware of until i called about my couch. My husband and i were not married at the time so he was unaware. He kept going to the store and representatives told them their was nothing he could do. Eventually they gave a gift card for the inconvenience, NOT reimbursement of the bed. We moved to GA. We have continued to visit the store up here as well where they now have told us the bed was recalled due to so many of the same complaints. But they still refuse to replace ?? I spoke with corporate office where they agreed there is in documentation that states this gift card was reimbursement of the bed. A $300 card does not compensate for a $1700 bed. We paid over 4000$ for this set in which we will not have a mismatched bed. Supervisor also stated to me their crack and peel policy which we were unaware of only gives back 20%. I know this to be untrue bcs i received well 50, closer to 60% reimbursement for my for the same crack and peel issue on my couch. We requests a fair compensation that’s it; we are not asking for a new bedroom set nothing extra just a replacement or fair reimbursement to purchase a new bed.
Business Response
Date: 09/06/2022
Dear Ms. *******,

While we are disappointed that you did not have a more
pleasant experience with us, we truly appreciate your honest feedback.
We know you
were expecting your furniture to be in better condition since you've taken good
care of it as you stated. We created our cracking and peeling policy for bonded
leather items since they are prone to this level of wear and tear.
The amount of
the compensation depends on the length of purchase being in the home. On 6/24/20
there was a 20% discount on the Cracking and Peeling issue with the Monticello
Bed. This was instore credit used on 7/19/20.
We cannot
offer a replacement or any other compensation.
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: 09/14/2022
I do not agree with this response for this claim. Please confirm when you launched the crack and peel policy? Did you notify your customers of the crack and peel policy so that they were aware to file a claim to reach out for compensation. I know you didn't because i have another piece of furniture that i purchased and same thing happen. I also purchase the warranty that you sell which doesn't even cover the crack and peel which is why you started this policy because you had to many complaints. If you know this and you have faulty furniture why would you not notify your customers of this so they are aware they have rights to compensation. Because of this you are limited the amount of credit to provide. I called over 3 times and had insurance claims denied before i was ever introduced to a crack and peel policy which came later , or atleast wasn't communicated until later. My husband at the time was not aware that he could be reimbursed. We were not in the same state at the time however we purchased this furniture together on same date . He tried to get this resolved well before this %20 discount you speak of. He was told they could not help and warranty does not cover. It was me who stepped in for him and also had to drive all the way to Jacksonville Florida from Atlanta to retrieve the mentioned gift card for "our troubles" and that's only bcs they pulled up my order and seen they reimbursed me for my couch so they felt forced to give me something but wouldn't reimburse for the bed itself. They told all they can offer is gift card for the trouble . I didn't agree then and told i would take and also reach out to corporate bcs this isn't right if you clearly acknowledge you have faulty material. Whether 1 year or 3 years the material is faulty. You acknowledge that so there shouldn't be a time frame on when you can be reimbursed. Less then $300 is not at all a comparison for an over $4000 bedroom set which you acknowledge fully that it's your fault the furniture came apart. Some people last longer than others. I have a friend right now who has same bed and I've warned her about it bcs right now it's in good condition but after some time it will also crack and you will tell her it's too late to be reimbursed this is wrong on so many levels when you know there was an issue with the material. I know another lady who bed looks 10 times worse than ours and she got nothing they wouldn't reimburse anything for your crack and peel policy and it's the same thing we went through for quite some time before you finally gave something then you lowered the amount of compensation to prorate the time of ownership when you all were the ones who denied us help for fixing it in the first Place. I would like to be reimbursed from the time you began this crack and peel policy bcs i know it wasn't always in place. This was told to me by the Jacksonville store . The Atlanta store would not help at all and recommended we pay for our own reupholstering. That is what also took so long to get the gift card in Jax bcs they refuse to honor the policy in Atlanta. I had a couch same thing happen i was reimbursed well over 70% i believe however i wasn't reimbursed for the insurance i paid for which i was unhappy about and i complained about that as well. This bed set was purchased same exact day of the couch but you refused to compensate the same for the bed bcs the bed wasn't cracking at that same time. It started cracking after the couch did. Shouldn't matter right ? Same material same exact issue so why should time matter . Our furniture is an excellent condition with the exception of the leather material literally falling off and peeling off the bed. Now we are forced to spend thousands reupholstering or buying a new bed. How is a 20% (less than 300$) discount going to compare to $1700 spent on the bed frame itself. The set totaled over 4K. This is so unfair because ultimately we would have to replace an entire bed set if we couldn't find a new bed to match what we already have. You keep mentioning time but we have been fighting this for years. If you reimbursed when we originally asked we would have got a reasonable amount and this wouldn't be a complaint.

Attacked are photos of someone's else bed who fought the same battle and you all reimbursed her absolutely nothing. The quote she got to fix the bed was over $2,000. Ridiculous for a brand new wood and leather bed that should last for years on end. And you all refuse to make it right.

My neighbor also has same bed and she had it a couple years now hasn't cracked yet but when it does she will have had it long enough to not get a fair reimbursement for it. And you can't get reimburse before it started to crack so we the customer will always be short on compensation. Make that make sense please ?

This is EXACTLY why you have now discontinued the entire bed! Why because you got too many complaints that's why!! Again. Make it make sense . You know it's raggedy and you refuse to provide a fair compensation. Give us a fair amount to replace our bed, not the set , just the bed. Not even asking for 100% although on my heart i feel that's what we should get. And that will be fair. But this, what your doing is unfair and you know it. It's like we were punished for taking proper care of our furniture. Because it didn't peel "fast enough" we can't get a fist reimbursement.
Business Response
Date: 09/15/2022
Dear Ms. *******,
We know you
were expecting your furniture to be in better condition since you've taken good
care of it as you stated. We created our cracking and peeling policy for bonded
leather items since they are prone to this level of wear and tear.
Based on our
company’s commitment to provide our customers a well-furnished life, we allow
for a sliding scale if you experience Crack and Peeling on your bonded leather
and/or polyurethane furniture. The company reserves the right to change, amend,
suspend, continue, or terminate all or part of this Program, either in an induvial
case or in general.
To qualify the
purchase must have purchased within the past five years. You are now 7 years in.
The amount of
the compensation depends on the length of purchase being in the home this bed
was delivered on 11/14/2015. On 6/24/20 there was a 20% discount on the
Cracking and Peeling issue with the Monticello Bed. This was instore credit
used on 7/19/20.
We cannot
offer a replacement or any other compensation.
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,

Joy
Customer Answer
Date: 09/16/2022
I am rejecting this response because: as I’ve stated several times we tried getting help with this issue well before 2020. Apparently you are only acknowledging what you feel like acknowledging. Again i ask when did you create the crack and peel policy. Did you notify customers they have the right to this crack and peel policy so they can file a claim in a timely manner ? No you did not. You keep referencing time when no one is even aware of this policy until you decide to disclose it. Did you also let us know at time of purchase that the warranties you fraudulently don’t even cover crack and peel so why sell it ? You all are scammers trying to make a sale. I definitely have enough people for a class action lawsuit. We all had the same issue we were all refused reimbursement. You didn’t offer any type of compensation until it was too late which is so unfair to us a customer who spent their hard earned money. No worries joy i am glad this in writing. Clearly you skipped over everything i asked you to acknowledge. I have pictures and proof from not just me from several others. Little do you know these pics are floating around the internet with the same complaints . I have Bo problem taking this further and i definitely have time.

Regards,

*** *******
Initial Complaint
Date:09/05/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 31st, my boyfriend and I went to the Value City Furniture location at **** ********* ***** *** *********** ** ****** We were looking to purchase a couch as we will be moving in together on October 14th into a new apartment. We had a great in store experience and found a couch we liked. We paid for the couch in full and selected delivery for October 14th with a 5 year pure promise and the highest level of delivery. The total paid (half on my credit card and half on my boyfriends) was $1,303.77. We paid in full and were told we’d be contacted a few days prior to delivery to confirm the time. The customer ID is ***************. However, a few weeks later I received a call asking if I could have the couch delivered in September instead. I explained that we won’t have an apartment until October 14th and to keep the delivery date. They told me no problem and it would be delivered on our date listed on the receipt and in the contract. However, on September 1st I received a call from a warehouse member telling me that the couch was being discontinued and that our purchase was the last couch of that style (the Ethan sofa). The woman told me if I didn’t have the couch delivered by September 17th, she would sell it to somebody else and we would not receive a couch. I was flustered and asked if I could call back the next day, which I did and spoke to the manager. He told me the same thing, that it was the “system’s problem” and that if someone else purchases the couch, they‘ll have to sell our couch to them. All I’m asking is for this couch to be held for my delivery on October 14th as I have already paid fully for this couch and the money was already taken from me on this. More so, all other couches we were interested in will take 12-14 weeks to deliver so we will not have any options if Value City scams us out and sells the couch to another customer even though we already purchased it.
Business Response
Date: 09/09/2022
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.

At this point your sofa is still scheduled for delivery
on 10/14/22 and has not arrived at the store yet. It is expected to arrive at
the store on or around 9/14/22. Since out stores do have limited space to house
items when they arrive, the store may reach out to you at that time to ask if
you are able to accept this piece. If you are not, we would typically hold the
item for you until the requested 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*****
Initial Complaint
Date:09/04/2022
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.
Returned a couch and was told my 2 payments would be refunded back to me.

2 weeks later they said they .aimed the checks. Never got them

Went into the store in aurora il and they didn't have them. Then a day later they said they found them and mailed them. Never received

Called 2 weeks ago and they lost the checks again

I want my money back
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 we issued the refunds back to ********** *** on July 6th.
It is up to ********** *** to issue the refund back to you. We have no control
over the refunds that are issued to you from ********** ***. ********** *** is
a third-party company and we are not able to provide information on the refund
you are owed from them. Please file this complaint under the ********** *** complaint
page.
    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:09/01/2022
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,

My wife and I ordered furniture from Value City Furniture in ********* *** When the items were delivered, our walls were damaged and we brought this issue up to the delivery team and before we could finish showing the damages, they left through the doors. We then emailed Value City's team with picture proof of the damages and no one reached out. We called and tried to speak to the manager and were told "he is currently the only manager here so can't speak to you". We finally heard back from the manager saying that we need to hire a contractor to come out and give us an estimate for the damages. However, we don't understand why we should be the ones hiring someone to give us an estimate for damages caused by Value City's delivery team. We tried to ask them to have someone come out but they refuse to do so and won't help us at all. We live in an apartment and our place was freshly painted prior to us moving in but now there are damages all over it. Despite our concerns, Value City refuses to help their customers. We are really hoping that you are able to help us.
Business Response
Date: 09/02/2022
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.

   Our deliveries are completed by a third-party
company. Any time there are damages to a customer’s home from the delivery, the
claim goes through the third-party companies’ insurance team. We have no
control on if they approve or deny a claim nor what they require during the
claim process. The person you have been emailing Michael Eimers is your claims
specialist from Rapid Response. This is the person you will need to reach out
to for more information.

    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:09/01/2022
Type:Customer Service 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.
Bought a sectional which within 6 months the cushions started flattening. Within 9 months I filed against their warranty for replacement. That was in 2020. Covid was the initial excuse used as to why the manufacturers were delayed in sending the replacements. Countless calls and excuses have led me to today where I still dont have the replacements and not one person ever returns my phone calls. Even when corporate got involved in March if this year a promise of a refund of sorts or replacements and following up were made by ***** in corporate, Lige at the Cumberland location and ****** at the Kennesaw. main warehouse. I had a warranty and it was never fulfilled, 2 years later, still waiting. This is the worst experience with a company I have ever experienced. The complete disingenuous and uninterested interactions have left me frustrated and no longer a loyal customer.
Business Response
Date: 09/02/2022
Dear Ms. *******,

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

   We do apologize that the item still has not
been fixed. We set an exchange for the 2 pc Ethan section that you were having
issues with. We will bring out a new piece and pickup the old one. This exchange
is set for 9-10-22. If you will not be available for this date, please contact
customer care at ###-###-#### to change the date.

    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,

****** ****
Resolution Supervisor
Customer Care Team
###-###-####
Customer Answer
Date: 09/12/2022
Hello.

The vendor has made good on a nee delivery, I couldn’t respond until delivery was made on Saturday. The items are satisfactory. Thank you so much for helping us with a 2 year nightmare.

*** *******
Consultant
Finance|Business|Real Estate
###-###-####
Initial Complaint
Date:08/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased furniture 11/2021/. there have been several issues with the quality of the furniture delivered the last replacement- The deliverer broke the closure/ attachment. It is now September 2022, 10 months after purchased date. Would you be happy with this performance? We are not! We have received numerous dates to correct your problem. Every recent date has been rescheduled. sometimes several time a day. My wife has to schedule time off to meet your schedule. Are you going to reimburse her time/ wages!!!!! We have copies of all the delivery notices.
This is terrible business professionalism. I will never recommend VCF to any of our family/ business associates. The VCF personnel including the corporate office responding to our calls were callus, no concern to make this situation better, 1 out of 10 rating.
Business Response
Date: 08/31/2022
Dear Mr. *****,

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

We see that the delivery date is set for 9/3/22, please
note the dates are subject to change.

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

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

Sincerely,

Joy
Initial Complaint
Date:08/30/2022
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.
January 7, 2022, I purchased a "nest" from value city furniture. The total cost-plus delivery fees were 3500.00. I think they double charged me for delivery, and I paid an additional 500.00 for insurance. On 4/27/22 I reported the damage to my floor to Angela Wather by email. On 4/29/2022 and 7/8/22 Chris Starr made a claim. Claim number ******* I received an email from 98 ventures on 7/19/2022 stating a claims specialist will be in contact. To which they denied responsibility. All I wanted was for them to fix the damage done to my floor by their third-party delivery company.
Business Response
Date: 09/02/2022
Dear Ms. *****,

While we are disappointed that you did not have a more
pleasant experience with us, we truly appreciate your honest feedback.
We appreciate your patience as we
research the details of your complaint. We hope to have a suitable resolution
within the week. Please reject this response so that we may present the offer
to you when available.
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: 09/06/2022
I am rejecting this response because: My floor was damaged. They sent out a furniture tech to reassemble and repair the furniture. All was reported correctly. I sent pics of the damage through email and they do not accept responsibility for the damage by the third-party deliver, hired by them.

Regards,

***** *****
Business Response
Date: 09/15/2022
Dear Ms. *****,

We are working with the Risk
Team on the home damage. We will contact you with the insurance information as
soon as we have it from our Risk Team.
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: 09/16/2022
I accept the business's response to resolve this complaint.

Regards,

***** *****

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American Signature Inc. is NOT a BBB Accredited Business.