Complaints

This profile includes complaints for American Signature Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  American Signature Inc.

  4300 E 5th Ave Columbus, OH 43219-1816

• 

  American Signature Inc.

  5600 Britton Pkwy Dublin, OH 43016-1274

• 

  Value City Furniture

  1400 Park Manor Blvd Pittsburgh, PA 15205

• 

  Value City Furniture

  20111 Route 19 Suite B Cranberry Township, PA 16066

• 

  American Signature Furniture

  429 Us Highway 1 S Iselin, NJ 08830

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:08/08/2022

  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.

  I bought a recliner from value city furniture on August 28th last year and got the extended protection plan. I have had the service tech out 2 times because the chair is literally tilted and keeps getting worse. Neither time he fixed it and labeled it as wear and tear. Also both times I was not home, my wife was, and neither time did he ask if she was satisfied with the repair. Loosened and tighten a few bolts and went along his way. Now it can't recline meaning the arm won't even move to pop out the foot rest and I'm afraid to even sit in it. I am still in the 1 year manufacturing warranty. The store refuses to replace it because they say it's normal wear and tear. I called to get a service tech out to have him explain to me (while I am home so he can't dodge having to actually fix it) how this is wear and tear. So I called on July 25th. I never heard anything about setting up an appointment (which I was told was supposed to be within the first 48 hours after requesting service). I was told that the tech cancelled the appointment saying that there wasn't any issues. I talked to a manager on their main office and they keep trying to blow me off. I realize this is because it will be the third time I have called about the same problem and that kicks in the lemon law and they have to replace it. I also realize they are going to drag it out till the 28th when the manufacturer warranty runs out. The store manager won't call me back or communicate at all.

  Business Response

  Date: 08/12/2022

  
  Dear Mr. ***** *****
  
  Our intentions for our customers, is to have a
  pleasant purchasing experience with us and understand it is an exciting time. Therefore,
  please accept our apologies about your service issue.
  
  We previously spoke on August 2, 2022 and I submitted a
  service request for this recliner to be looked at by our 3rd party
  servicing company ********* ********* *******.
  
  There have been 3 previous service requests on January
  19, 2022 and May 16, 2022 for what seems to be the same issues that you have
  listed in this complaint. The Third service request was submitted on July 25,
  2022 and was closed by the servicing company on July 27, 2022 because they
  deemed there is no reason to return for the same issue that was serviced twice
  and would be now classified as normal wear and tear.
  
  Both of the services that were completed, state that the
  Recliner was restored back to manufactures specifications and have pictures
  showing the work and the chair condition. The fourth service appointment request
  that I submitted on August 2, 2022 was canceled by the service company as well
  for the reason mentioned above and therefore, we would not be able to exchange
  this recliner.
  
  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*****
  Resolution Supervisor
  Customer Care

  Customer Answer

  Date: 08/12/2022

  I am rejecting this because if it was fixed as the technician is claiming why is it still tilted and why doesn't it even recline anymore. The arm to put up the foot rest doesn't even move. This is not normal wear and tear. I have spoken to the chair manufacturer and even they told me it is not normal wear and tear. It is in fact a faulty product.

  Business Response

  Date: 08/20/2022

  
  Dear Ms. ***** *****
  
  We have reviewed your case again about the Recliner
  not working properly. At this time, we would not be moving forward with an
  exchange of this Recliner because per the service that was done on 5/16/22 this
  item was brought up to manufacture specifications.
  
  The service report from 1/19/22 states that the
  technician was able to adjust the springs to the proper tension to reduce noise
  coming from the furniture and then used washers to properly balance out the
  chair. In addition, before leaving the home, the technician asked the person
  there at the home during service to sit in the chair to rock back and forth to
  test the Recliner to assure they were happy with the service. It was satisfactory
  service and up to manufacture specifications. There were pictures provided for
  this service.
  
  The service report from 5/16/22 states that the issue
  was able to be repaired by properly leveling out the mechanism. After leveling
  it was tested to verify that it was operating properly. It also states that
  this Recliner is well worn which would also exclude this item from being exchanged
  to a new item. There were also pictures included with this report showing
  services completed.
  
  
  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*****
  Resolution Supervisor
  Customer Care

  Customer Answer

  Date: 08/22/2022

  I am rejecting this response because it is full of lies. The chair was never leveled out. It is not substantially worn. And as I stated before there are bent metal pieces under neither that should be straight. In addition it will not even recline. The foot rest will not come out. I will be obtaining an attorney and pursuing legal action. 
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 08/31/2022

  
  
  Dear Mr. ***** *****
  
  At this time, we would not be able to offer any other
  resolution. The recliner is not eligible for an exchange.  As previously mentioned, we have done service multiple
  times and it was deemed satisfactory by the service technician.
  
  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*****
  Resolution Supervisor
  Customer Care

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue Description: ******* ******* ** *** * ***** ** ** ********** ******* bought furniture from Value City Furniture (Plainfield IN) and delivery was June 8, 2022. The delivery truck/company coordinated by VCF delivered the furniture and while leaving, did a multi point turn around in back parking lot and hit electrical and communication wires going from utility pole to building at ******* * ***** (next door). The communication wires broke and were repaired by provider. The **** electrical wires did not break but instead bent the weather head going into the building. The support brackets pulled out of the roof and a large gap exists allowing water to enter and cause further damage. Video of truck damaging the wires exists. VCF Claim number is ******* ** ******** is handling claim for *** ******* who was contracted by VCF. Other than form emails (out of office) and VCF store manager saying its contracted service and VCF is not responsible, communication has been nil.

  Business Response

  Date: 08/12/2022

  Dear Mr. ********,  
  
  Thank you for contacting us
  with your feedback and concerns. We would be more than happy to address your
  concerns accordingly. Based on further review of your issue we were able to
  gather information regarding the claim that was filed. We requested the estimated
  cost of repairs to your tenant ******* ******* on 7/20/22. Once this
  information is received, we will be able to move forward with this claim. I
  have reached out to our insurance department, and our contractor left you a voicemail
  on 8/09/22. Please contact the number provided on the voicemail.
  
  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*****
  Resolution Supervisor
  Customer Care
  ###-###-####

  Customer Answer

  Date: 08/14/2022

  I have contacted three potential vendors of this type of work. Contractor #1 did not do this type of work (after several back-and-forth phone calls). Contractor #2 wanted $89 for an estimate which I did not want to spend even more money on someone else's 100% fault issue.  Contractor #3 is in-process but is very busy.  My point is this at-fault business caused a problem and is now sitting in at office sending emails and phone calls asking me to start working for them and is not offering any resources such as time or money.

  Option 1:  Let at-fault business spend their resources getting a quote from local vendor.

  Option 2:  Advance me $89 plus tax to get a quote from contractor #1 and if that does not work out we can go from there.  I suspect the at-fault business will want 3 quotes or reject the $89 quote somehow or otherwise say I did something wrong because this type of damage is not my area of expertise.

  Regardless, the at-fault vendor needs to work and call ME as owner of the building with damage **** ******** **** *** * ******* ******** ****** ** ***********8 and quit calling the neighbor ******* ******* who experienced no damage and simply rents the place next door (and ordered the furniture that was delivered by a truck that caused all the damage..  Of course he is not going to call back or pursue the claim.

   Regards,

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

  Business Response

  Date: 08/22/2022

  Dear Mr. ********,  
  
  
  Thank you for contacting us
  with your feedback and concerns we would be more than happy to address your
  issues accordingly. The third-party company contacted you 8/9/2022 and left a
  voicemail. If you haven’t contacted them back, we highly recommend that you do.
  They have confirmed and verified that you would need to get an estimate from a
  third party for them to move forward. We apologize for the hassle, and I would
  be more than happy to reach out to our insurance team again to see if they can
  provide alternative options. However, at this moment until they get the estimates,
  they have requested they can not move forward. We apologize once again for your
  experience if they advise us, we can provide any alternative options the
  *******, the delivery company’s insurance will contact you directly.
  
  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*****
  Resolution Supervisor
  Customer Care
  ###-###-####

• Initial Complaint

  Date:08/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a single woman , I bought a sectional and bedroom set around July 11 2022. I was told that they were ready for pick up on July 24th , I got there and they told us the coaches were not there , after that I was contacted and told that there was shipping delay from the manufacture but it would be available on August 3th . I told the rep that I will wait and have all my furniture delivered together. I ordered a delivery For August 6th .
  I then received a call on 8/5 telling me that again that there was delay from the manufacture in shipping . I was told my bed would not be available to until sept 3 . Back in July when I bought the item, I was told a guaranteed deliver or pick up date. If you can't promise it by a particular date, don't promise it. Not only that I got my couches delivered and the workers left the items outside of the house telling that I have to remove the door to get my furniture inside, again I am a single woman with not tools or help , They didn’t find the way to put the couches inside .
  I had to hire someone to do the job that the delivery guys supposed to do ,
  What’s the point of paying for the delivery and assembly if they are not going to do the job , just excuses and delays. I need a resolution and I still have to wait until September 3rd to get my bed .
   

  Business Response

  Date: 08/10/2022

  Dear Ms. *********,
  
  While we are disappointed
  that you did not have a more pleasant experience with us, we truly appreciate
  your honest feedback. Additionally, I would like to personally thank you for
  allowing me the opportunity to resolve and address your concerns.
  
  We are not able to guarantee a
  pickup or delivery date as we do not hold stock, we order the items from a
  vendor.
  
  We see that you are set for
  delivery on 9/3/22, please note delivery and pickup dates are subject to change.
  
  We have given free delivery for
  the issues and at this time we cannot discount any further.
  
  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 ###-###-####.
  
  Stay safe and take care!
  
  ***
  ********** **********
  ******** ********* **** 

• Initial Complaint

  Date:08/05/2022

  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.

  On April 13, 2022, after waiting for 9 months on a furniture piece from Value City Furniture in Fairview Heights, Illinois, the delivery guys scratched my floor and a supposed insurance claim was filed on our behalf by American Signature their corporate office. About 3 months later, the evaluator of the damage came and he assessed that it was a piece dangling from the bottom of the buffet and hutch combo that scratched the floor. My husband and I just want them to fix the floor and the dangling piece that scratched the floor in the first place. Please help us resolve this. The furniture piece is sitting in the middle of the floor and we cannot properly entertain due to having to walk around it to keep the floor available and exposed where the damage occurred. We have been getting the run-around since the piece arrived and this whole incident occurred. Everyone that comes keeps saying that is not my department!
  
  The evaluator even noticed that the top portion of the furniture had a crack in it that my husband and I had not noticed. Recently, the top portion was replaced and someone came out to connect and correct the lights in the top portion of the furniture and no one has bothered to fix the initial reason for the floor needing repair, the bottom part.
  
  My husband asked to return the entire unit and the lady that he spoke with on the phone became agitated at the request and only offered an exchange. They have not sent us anything that remotely suggests that we can have someone come and appraise the damage or choose a contractor for the repairs. I submit that if they do not want to take care of the liability for damages that heavy furniture can do to a new build home (floor), then they should not sell heavy furniture and at least send out persons that can manage the weight of the furniture. They treat us like it is our fault for patronizing their company when all we wanted to do was furnish our home. The f!furniture is causing more problems than it is worth!

  Business Response

  Date: 08/09/2022

  Dear Ms. *******,
  
  I have filed a form with our
  risk department, they will contact you within 7/10 business days from today.
  
  If you would like to return
  the order, we can set this up for you.
  
  Or we can exchange the item
  as well.
  
  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 ###-###-####.
  
  Stay safe and take care!
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

  Customer Answer

  Date: 08/17/2022

  We are rejecting this response because: There is not a resolve included about fixing/repairing the floor (not even asked to get estimates to replace the wood). To date, no one has called or contacted us about repairing the floor. We want the furniture repaired on the bottom (the dangling piece so it will not scratch the floor again) and the floor repaired!

  Regards,
  
  
  ********** *** **** ****

  Business Response

  Date: 08/24/2022

  Dear Ms. ****,
  
  We have set up FSN service to
  some and fix the bottom of the buffet. They will call you within 24/48 hrs. to
  set up a time.
  
  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 ###-###-####.
  
  Stay safe and take care!
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  

  Customer Answer

  Date: 08/31/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint in hopes that the appointment is fulfilled on September 15, 2022, between 3-7pm, and that an appointment is set to fix the floor as well. Today is August 31,2022.

  
  
  Regards,
  
  
  ********** **** **********

  Sean **** 6188303772

• Initial Complaint

  Date:08/05/2022

  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 dresser from Value City. It had a year warranty, and the dresser track broke. I called to get it fixed or replaced as the year was not up, but they told me the dresser has been discontinued. They said they'd see what they could do. I have not heard back since and I have called multiple times, at this point I just want a refund of the 800$ I spent on it.

  Business Response

  Date: 08/10/2022

  Dear Ms. King
  
  We appreciate you reaching out to us to get a resolution
  to your current issue with your chest. We want to assist with finding the best resolution
  at this time.
  
  Per our records a chest was purchased April 3, 2021
  and then picked up from our Suffolk location on April 22,2021. Our pickup
  policy for customers who pick up the items is that if there is a defect in the
  item the customer is responsible to bring back to the store location to be
  serviced. I see you visited the store on May 6, to advise them of the damaged
  drawer and they advised you to bring the item in, which you left after speaking
  with an associate. The last time you were in contact with the store regarding
  the item you advised them you would bring the dresser in to be serviced, that
  was on May 16,2022.
  
  At the time of you reporting the item being damaged
  you were outside of our 1-year manufactures warranty. After that has expired,
  we do not provide any service-related services to damaged merchandise. The
  Suffolk location was willing to provide service outside of warranty as a one-time
  courtesy. At this time if you are still wanting to get the item serviced we
  will service the item. It would need to be taken into our Newport News location
  within 30 days of this letter.
  
  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****
  
  

• Initial Complaint

  Date:08/04/2022

  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.

  I placed a order with value city @ **** *********** *** ********** ** on 7.11.22. I was told the bed would be delivered 8.3.22, but I requested to have it delivered 2 days later, 8.5.22. I informed them that I would be having total hip replacement surgery on 8.8.22 and if it could not be delivered by 8.5.22 I would need to come back at a later date to place the order. They assured me that the bed will definitely arrive and be delivered by 8.5.22, if not sooner. Today it is 8.4.22 and I still hadn’t gotten any phone calls, emails or anything confirming my delivery for tomorrow, 8.5.22. I took it upon myself to reach out to value city for confirmation and was informed that my bed won’t be delivered until 8.11.22. No one ever called and communicated this with me. Or even ASKED if that day worked for me. I would have never agreed to that knowing I will be in the hospital recovering from surgery on 8.11.22.
  
  Before signing the agreement I was informed about the cancellation policy/ fees and fees I would have to pay if I missed my delivery. Which I would be stuck with both if I canceled my order today which is not fair to me.
  
  I Asked the manager when they found out about the delay and why it wasn’t comminuted with me sooner so I could cancel or make other arrangements, the only thing she said was “sorry we try to stay stay on top of these things”, she didn’t offer offer a solution of any kind. I asked if I could be compensated in some sort of way for the inconvenience, whether it’s waiving my delivery fee or a discount for the inconvenience and she said no. This has caused me great stress and anxiety with me worrying about how I’m going to figure this issue out in 4 days, before a big procedure.. I took forward to speaking to someone to resolve this issue soon. Thank you.

  Business Response

  Date: 08/05/2022

  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 you were not informed
  that all dates are tentative and subject to change. At the current time, the
  item is now set for delivery on 8-12-22. We understand that this date may not
  work regarding your surgery and you can reach out and reschedule the delivery
  date to a date that you would be able to accept after you are more recovered.
  
     As this is an Acceptance Now order we are
  unable to provide monetary compensation for this order as this is a legally binding
  contract. What we can do is provide an instore credit for the cost of the
  delivery fee. This will be notated in your order. If you need to reschedule the
  delivery or wish to cancel the order you will need to contact the purchasing
  store location.
  
  We apologize for any inconvenience you may have
  experienced. If you have any further questions or concerns, you may contact your
  purchasing store location.
  
  Sincerely,
  
  
  
  Tahnee H***
  Resolution Supervisor
  Customer Care Team
  ###-###-####

  Customer Answer

  Date: 08/08/2022

  I am rejecting this response because: 
  
  you got life ****** ** if u think I will EVER spend another penny at that raggedy ass store!! From communication to customer service the whole experience was HORRIBLE. I don’t need or want no in store credit  
  

  
  Regards,
  
  
  ********* ********

• Initial Complaint

  Date:08/04/2022

  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.

  this is third time i have purchased furniture from this company and every single time there's a delivery issue. this is my second bbb complaint for the same problem. i ordered furniture months ago and they wait till its time for my delivery to push back my date months later. i refuse to keep dealing with this. last time i filed a complaint about my furniture not being in stock i received the items the next week that they supposedly didn't have in stock no where around but somehow they appeared. i will never purchase from here again.

  Business Response

  Date: 08/04/2022

  Dear Mr. *****,
  
  We apologize we missed our delivery time commitment
  and how it impacted your schedule. 
  
  There is a delay with the vendor, until 10/20/22. Please
  note that the delivery dates are subject to change.
  
  Please accept our sincere apology.  Once you have
  a successful delivery email or call us back and we can review a fair
  compensation for your experience.
  
  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: 08/04/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17668842
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 08/05/2022

  Dear Mr. *****,
  
  There is a delay with the vendor, until 10/20/22. Please
  note that the delivery dates are subject to change.
  
  If you would like to reselect to a different item, we
  can see if we can get this in sooner for you.
  
  Please accept our sincere apology.  Once you have
  a successful delivery email or call us back and we can review a fair
  compensation for your experience.
  
  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: 08/05/2022

  [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.
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/03/2022

  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.

  Dec. 23rd: Furniture delivered
  
  Jan. 6: ordered more pieces-colors were mismatched when delivered
  
  Value City West Mifflin's solution was to reorder and replace the couch entirely.
  
  Jan. 14: Delivery men arrived and were fighting to replace the entire couch as was told to the customer to solve the problem. Harassed and screamed at the owner of the house. Two witnesses were present doing work on the house. They dropped a piece of the furniture damaging it and left without finishing their job.
  
  Jan. 29: Cancellation of delivery due to weather
  
  Feb.: 12th delivered more mismatched pieces and did not replace a couch entirely. As was again promised by Value City. Damaged multiple doorways and walls. This was calmly addressed with the delivery men, they said they didn't want to deal with it anymore and left.
  Delivery drivers left the couch disassembled, and did not even take their tools with them when they left.
  Pictures of all damage were sent to the delivery company, and $800 dollars was authorized acknowledging the damage needing repair.
  
  Called the Manager at Value city at Century 3 ( Jerry)- He would not speak to the customer. He told me he would not keep giving me new couches. I told him this was the solution from the beginning and that an entire couch was never exchanged. He told me to call corporate. Other several months, I have spoken to Joy and Nikki at corporate, this treatment, delays, and misinformation has continued. I am a woman and feel that I would be treated with more respect if I was a male.
  
  Corporate has been called numerous times. I have also contacted the store. I was offered 50% off or a full return. I selected return. Numerous attempts for the delivery company to pick up the furniture were cancelled or rescheduled. Contacting the store they will no longer help me address the issues and hang up, saying to call corporate. Corporate says to contact the store.
  
  I will attach a full complaint

  Business Response

  Date: 08/06/2022

  Dear Ms. ****,
  
     We do apologize that this has been your experience
  with our company. We want to put forth our very best effort to resolve this complaint.
  
     Per our information the offer to keep the
  item as is for 50% discount or to return for a refund was offered on March 8th and 9th. Neither offer was accepted at that time.  There was only one date that had been
  scheduled after this and it was to pick up the wedge and the Armless only. At
  this time, the store location and Customer Care are aligned with not allowing
  the return for refund at this time.
  
     To review any avenue for a resolution we
  would first need to inspect the items to make sure the items are in similar
  condition to how it was at the time of the offer. We will set the items up to
  be inspected by our third-party service team called FSN. They will come out to
  the home to inspect the sectional and evaluate the condition of the sectional.  Once this service takes place, we can then
  review if any resolution can be presented.
  
     Please reach out to the purchasing store
  location or customer care to set up the service.
  
  We apologize for any inconvenience you may have
  experienced. If you have any further questions or concerns, you may contact your
  purchasing store location.
  
  Sincerely,
  
  
  
  ******H***
  Resolution Supervisor
  Customer Care Team
  ###-###-####
  

  Customer Answer

  Date: 08/11/2022

  The businesses reply is false and misleading.

  As stated previously, the agreement was for the couch, in its entirety to be replaced.   This was the store managers decision, as it was the best way to make sure the couch matched as close as possible. 

  The delivery men who brought the couch chose not to replace the couch, but only two parts, and not the wedge and armless like stated.  They also damaged the walls and scratched the couch.  They left without assembling the couch.  If the store would like to inspect the couch, they are more than welcome to, it has no damages, but if it does, it would be covered under our extended warranty that was purchased so I see no reason there would be an issue returning the couch.  

  Offering to contact the store is not an option as every time I call, I am told "we know who you are, call corporate" and I am hung up on. 

  As neither corporate or the local store is willing to reasonably discuss this matter, and they continue to mislead me the consumer, and now the BBB, I have no choice but to reach out to any institution that may be able to assist.  

  Returns of the couch were attempted well past March and up until at least 

  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 08/31/2022

  Dear Ms. ****,
  
     Thank you for taking the time to speak with
  me. I have issued the previously discussed refund amount for the two invoices
  back to the store credit card that you paid with. This refund will take between
  3-10 days to go back on the card and if there is an overage. Synchrony will
  issue the refund back to you.  This refund
  can take between 1-2 billing statements to show up on your statement.
  
     We apologize
  for any inconvenience you may have experienced. If you have any further questions
  or concerns, you may contact me via email.
  
  Sincerely,
  
  
  
  Tahnee H***
  Resolution Supervisor
  Customer Care Team
  ******* ********

  Customer Answer

  Date: 09/02/2022

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

• Initial Complaint

  Date:08/02/2022

  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 purchased several pieces of furniture on Dec 30, 2021.
  All furniture delivered but one piece - a Norwalk Standing Desk $1149.99
  
  The delivery date for this desk has been pushed out 5 times and to date VCF has NEVER contacted me. I am always calling for delivery updates. Never the business following up with the customer. On top of all of this, they are still selling this desk that has been on backorder for almost 12 months. WHY??
  
  In addition to the non-communication of the delays they are holding onto customers money for extended periods of time collecting interest on these funds. What I want to know is if the manufacture is still even making this desk and at what point do you offer a discount since again the company is making money off our money just sitting in VCF account??

  Business Response

  Date: 08/03/2022

  Dear Ms. ******,
  
  We have looked into the desk
  delays, there is a delay with the vendor and the delivery date is 10/20/22 as
  of now. Please note that the dates are subject to change depending on the
  vendor.
  
  We can offer you a reselection on the desk.
  We can offer you a discount once the desk is delivered.
  Or we can return the desk for a full refund.
  
  We apologize for any inconvenience
  you may have experienced. If you have any further questions or concerns, you
  may contact our Customer Care Team at ###-###-####.
  
  Sincerely,
  
  Joy
  Resolution Supervisor
  American Signature Inc.
  ###-###-####

  Customer Answer

  Date: 08/11/2022

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

  
  please confirm discount amount. 
  

  
  
  * ******

• Initial Complaint

  Date:08/01/2022

  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 sectional and a recliner on 2/12/22. It was delivered 5(26/22 the very next day I called and told them my leather was all puckered they said it would go away. So next I set up app for repairman to look at it . He came today8/1/22 and left saying it was normal and probably nothing would be done. I paid 4499.95 plus tax for the sectional. Order no *********** I would really like this resolved. It was to be my last set purchased.

  Business Response

  Date: 08/04/2022

  Thank you so much for reaching out with your feedback. We have reviewed
  the pictures submitted by the service technician that came out to inspect the
  sectional.  Per the inspection the
  sectional is behaving as it should and does not show any signs of a defect.  It is normal for the material to give with use
  and this collection is made with soft leather on the seating and everywhere the
  body touches it.  The Sierra Black
  Sectional is up to manufacturers standards and no further action will be
  offered at the current time.
  
  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,
  
  Nikki F***
  

  Customer Answer

  Date: 08/05/2022

  this leather after 3 months should not be able to be pulled up from foam3 to 4 inches.

  Business Response

  Date: 08/11/2022

  Thank you so much for reaching out with your feedback. As previously stated,
  we have reviewed the pictures submitted by the service technician that came out
  to inspect the sectional.  Per the
  inspection the sectional is behaving as it should and does not show any signs
  of a defect.  It is normal for the
  material to give with use and this collection is made with soft leather on the
  seating and everywhere the body touches it.  The Sierra Black Sectional is up to
  manufacturers standards and no further action will be offered at the current
  time.
  
  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,
  
  Nikki F***