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:07/29/2022
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.
Sofa purchased Nov 26, 2021. Delivered December 2021. Paid $1,696 for sofa. Account under **** ******. February 2022 contacted Value City because sofa squeaked every time someone sat on it and could feel springs in the cushions while sitting on it. Had two different technicians out. Both stated they couldn’t fix it. May 2022 called corporate office. They schedule sofa exchange. May 28th sofa delivered damaged. The wood on back of sofa is busted. Call corporate May 28th, schedule another exchange. July 16th second sofa delivered damaged. Wood on back of sofa and side of sofa busted. Delivery men told us to call store. Third sofa delivered July 20th. Sofa delivered damaged. Wood frame on back of sofa is busted. Was told by delivery men to call manager Chris. Chris at Chesterfield location would not speak to me. I told employee on the phone that at this point I would like a refund. She stated I would have to speak to Carl at Utica location. Spoke to Carl the manager. He stated this is how the sofa arrives from the manufacture location and there is nothing they can do about. Carl also said it is not being damaged during the delivery process. Carl said he would speak to someone higher up and get back to me. That was over a week ago and still no phone call. Called corporate office. Was told by corporate that I am no longer eligible for an exchange or refund. I have had three damaged/defective sofas delivered to me and Value City will not resolve the problem. I have a video I can send. This form wouldn’t let me upload it.
Business Response
Date: 08/03/2022

Dear ***** ******,

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 your exchange issues.

Thank you for taking the time to speak with me today
and letting me know how you would like to proceed.

We did agree to do another exchange for the Mackenzie
LAF Sofa. You will be bringing the old sofa back to us and we will provide you
with a new one that you will inspect prior to leaving the pick-up store to
ensure there are no issues with the piece.

I was able to confirm a date for the exchange as Wednesday
August 10 or Thursday August 11 anytime between the hours of 12pm-6pm on these
dates at our Chesterfield, MI location. If you need to speak with them
directly, their number is ###-###-####.

I 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: 08/05/2022
I accept the business's response to resolve this complaint.

Regards,

***** ******

I spoke to Tracy from Value City and we agreed to return the sofa for an exchange on August 13th, between 12pm-6pm. Hopefully then this matter will be resolved.
Thank you,
Sarah Decker
Initial Complaint
Date:07/27/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a recliner for $899 in May. it was delivered to my home broken with the motor ripped out. I was told it would be repaired by the 3rd party delivery company that Value.City hired to deliver my furniture. It was irreparable. I went into the store in Chesapeake VA for a replacement and was given the run around. I was given a managers number and left several messages that were never returned. Now I am stuck with a broken recliner and no replacement or refund for this expensive furniture. I would like a replacement or refund but the store does not handle customer service issues and ignores its customers. Never again will I purchase from this store with shady practices.
Business Response
Date: 08/01/2022
Dear Mr. *********
Thank you for contacting our
company, we appreciate your feedback and concerns we do apologize for the
experience you are having with your furniture. Based on records we have
scheduled an even exchange per your request. This replacement is scheduled for
8/3/22 between 11:00 AM – to 2:00 PM EST.

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: 08/10/2022
STILL WAITING ON DELIVERY WAS TOLD IT WAS A WAREHOUSE ISSUE. HAVE NOT RECEIVED REPLACEMENT

Regards,

****** ********
Business Response
Date: 08/17/2022
Dear Mr. *********

Thank you for contacting us
with your feedback and concerns we would be more than happy to address your
issues accordingly. We apologize for the delay of your delivery it is our top
priority to get you your furniture to you as quickly as possible. However, we are
experiencing supply chain issues that has prevented us from guaranteeing a set
delivery date. We have you scheduled for 8/24/22, this is a tentative date that
is subject to change. We will contact you with any updates we receive. You will receive a call on 8/22/22 with a 2-hour window if no delays occur. Thank you for
your patience we apologize for your experience.

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: 08/18/2022
This company has offered to replace our recliner but has moved the delivery date twice already with no explanation. It feels like a game and weve been waiting on replacementof broken recliner since May.

Regards,

****** ********
Initial Complaint
Date:07/27/2022
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.
A brand new recliner lift chair was delivered 4/15/2022. The chair stopped working properly 6/27/2022. FSN came to assess the chair. The frame is bent. They needed to order a part. No one will replace the chair or give me an estimate as to when the part will come in. I was told the only solution would be for me to drive my truck 54 miles one way to purchase a floor model chair for $499+tax. Then when the chair is fixed, I am to bring the floor model back and get a credit on my card. Not an acceptable solution. My 89 year old handicapped mother needs this chair to get up and down, and she also sleeps in it. Value City is aware of this. I’ve never had to report a business to the BBB, so I’m not sure what the next steps are. ****** ###-###-####
Business Response
Date: 07/27/2022
Dear Ms. ******** and Ms. *******,

Thank you
for taking my call today, and allowing me to help with the issues.

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.

I have set up an exchange for you on 8/2/22.

We do apologize for the
inconvenience. If you have any questions, please call Customer Care at
####-###-####

Sincerely,

***
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 08/03/2022
Re: Orders ********* and ********* CID 17622824 ****** ******** v Value City
****** ********
Tue, 2 Aug 2022, 05:52 pm
***,

Your response is unacceptable. You’re supposed to be customer care. I was to have a new chair delivered today. No one called me and after several calls, I was told a new chair could not be delivered until 8/25, but that depended on delivery availability. Same BS excuse I received today.

My husband talked to someone else within your department who said a “gray” chair would be able to be delivered Friday. I will hold your company to this. I a, also copying the BBB so they can re-open this claim since you have not done what you committed to.

****** ********
###-###-####
Business Response
Date: 08/03/2022
Dear Ms. ******** and Ms. *******,

We see you
did call in and changed the item, the new delivery date is set for 8/5/22 between
the times of 12:30pm and 3:30pm.

There was a
balance of $105.99 on the order. This was the difference between the chairs, we
have waved this for you.

If you have any additional
questions, please feel free to respond to this email or 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.
###-###-####
Initial Complaint
Date:07/27/2022
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 chaise lounge from American Signature Furniture on July 8, 2022. I paid $399.99 for the chase lounge and $79.99 plus tax for the protection plan. My total was $513.58. I charged $98.58 on my Citibank and the rest on my Bank of America charge card. I personally went to the store on July 12 to pick up my chaise lounge. Unfortunately the chase lounge was damaged. I called American Signature who said they would send out an inspector in two weeks. I shared that this was unacceptable because I just purchased it and it is damaged and I would like a new one. They had a new one delivered to the store on July 26, 2022. I personally delivered back the damaged one and picked up the new one. When I got home and unwrapped the new one it had a hole on the top of it. I called American Signature who offered to order another one. It had already cost me $150 to hire people to pick up the first one and return and pick up the second one. I told him under the circumstances I wanted to return the chaise lounge. They shared that there would be a 15% restocking fee. I asked how that is possible when I received both items damaged. They agreed to give me a full refund. I have a receipt for a return for $98.58 that was to go back on my Visa card and then I have two separate receipts one showing $85.59 on my Bank of America and $329.41 on my Bank of America. All together this added up to the $513.58 that I paid when I purchased the chaise lounge . When I got home I saw the pending credit on both of my cards. When I woke up in the morning the $98.58 that was put on my Citibank card had disappeared. When I called the bank they said that American Signature Furniture voided it. Again, I received damaged merchandise and returned it. Cost me $150 out of my own pocket to pick up and bring back these damaged pieces. How is it possible that they will not give me back my money. This was not my fault.
Business Response
Date: 07/29/2022
Dear Mrs. **** ******

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

On 7/8/2022 you made a purchase for a Chocolate
Cordelle Chaise at $399.99. There also
was a protection plan that was purchased at $79.99.
The total purchase price for the Chocolate Cordelle Chaise
and the protection plan was $513.57.
There were two Visa cards used at the time of
purchase. A Visa card ending in **** was charged for $ 415.00. A Visa card
ending in **** was charged $98.58 totaling the amount of $513.57

On 7/21/22 you reported that the Chocolate Cordelle
Chaise had a large dip initially. We offered to send out a service technician
for an inspection and repair. You refused this service. And an Even Exchange
was setup.

On 7/26/22 you reported that the new Chocolate Cordelle
Chaise came in damaged. You were offered a third exchange with $50.00 off the
order.
You reported that you would like a full refund. At
this time the return policy was explained to you.

Our refund & Exchange Policy states after your
receipt of merchandise, if you are dissatisfied for any reason, you may return
it for a full refund, less delivery fees. Where prohibited by law, a 15%
restocking fee may be charged on returned merchandise or cancelled orders.
In this case, we would not charge you a restocking fee.
On 7/26/2022 there was three refunds processed.

Visa ending with **** $329.41 Authorization Code ******
Visa ending with **** $85.59 Authorization Code ******
Visa ending with **** $98.58 Authorization Code ******
The credits total $ 513.58
All monies have been refunded back to the accounts
listed above. Please allow 3-5 business days for accounts to be credited. If
you have not received
These refunds, please reach out to your bank.

Sincerely,

Dominique
Resolution Supervisor
Customer Care
###-###-####
Initial Complaint
Date:07/26/2022
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.
Purchased furniture from Value City June 2021 that was delivered late August 2021 DAMAGED. The delivery company guys took photos, I took photos of the damaged furniture and the gentlemen that delivered these items (love seat and sofa). I spoke with Fatima delivery guys "supervisor during delivery at which she informed me that she would share with Ashly A**** (store manager) as convey by her delivery guys and my complaint. I called the store on the same day of delivery as the guys would not take the damage furniture back to the pick-up site. I called the spoke and spoke Ashley A**** and was informed that I would receive a delivery of a replacement set, based on the "1 year store warranty." It has been 11 months of multiple emails and multiple, MULTIPLE phone conversations with various individuals including Ashley A**** with nothing but lies regarding a resolution. Ashley A**** has been frustrating in her lack of follow through, rude, unprofessional, sarcastic and unhelpful with follow through or a resolution. I have asked multiple employees including Ashley A**** to have the store manager to have the store manager/owner to please contact me as Ashley displayed no interest or urgency in resolving this issue though 11 months post initial complaint. As a store manager I expected a call regarding my initial damaged delivery but when the new delivery of furniture that the delivery guys one opened up in the front of my yard was also damaged, Ashlye should have reached out as the professional she should be and addressed this issue, though this did not happen and I have been sending bi- weekly emails with excuses, lies and poor display of professionalism.
PLEASE help me resolve this. I am expecting Value City to pick up this damaged furniture, issue a store and delivery fee credit and this set was delivered damaged and an attempt to delivery damaged replacement of the same set is not acceptable! I am still awaiting a call from the store owner and an apology from Ashly A****
Business Response
Date: 07/26/2022
Dear Ms. *******,

In our research, we were unable to find an invoice
under the name or phone number you provided. Please respond with more
information so that we may address your concerns adequately.

We would need at least one of the following:

· The invoice number of the affected order

· The phone number that is on the order

Please email this to:

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

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

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
###-###-####
Initial Complaint
Date:07/24/2022
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.
5/21/22
This is the date of purchase. Still til this day no fuiture I paid in full no communication nothing I have been calling them they have been doing things without informing me
Business Response
Date: 07/25/2022

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 Happy Sectional.

We do also apologize for the extreme delays. These delays are outside
of our control. While we understand your frustration There have been delays in
obtaining parts, materials, manufacturing the merchandise and transporting
these goods to our facilities and the item out to you as our customer.

All dates are tentative and subject to change as we are
waiting on incoming inventory from the vendor to fulfil your order. At the
current time, all dates are tentative and subject to change. Our system is automated,
and he can be updated behind the scenes without the store knowing that the
delivery date has changed. We do our best to reach out to you the customer to
inform you of these changes.

Currently, the estimated
delivery date for your Happy Sectional is Wednesday August 3, 2022.

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:07/24/2022
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.
We bought a chair for the upcoming birth of our child around the middle of June 2022. My wife due on July 29th 2022. We were told that recliner chair would be ready to pick up on July 9th. We were contacted on July 3 and told that there was shipping delay from the manufacture but it would be available on July 29th. I told the rep that this would be an issue since I would be dealing with my wife in labor and that this is why we ordered it in early June. The rep said there was nothing they could do. We then received a call on 7/24 telling us that again that there was delay from the manufacture in shipping the item, was given the excuse of COVID, transportation issues etc. We were told it would not be available to pick up until Aug 13th. I asked to speak to a supervisor, the CSR refused to connect me to anyone else. Back in June when we bought the item, we were told a guaranteed pick up date. If you can't promise it by a particular date, don't promise it. Now my wife will not have a nice new rocking recliner for our new baby due to your excuses and delays.
Business Response
Date: 07/26/2022
Good
morning Mr. *****,

Thank
you for taking my email and call.

Your
delivery date is 8/10/22, please note delivery dates are subject to change.

Once
delivered we can refund the card on file for you.

I
apologize for the inconvenience and thank you for allowing me to help
with this issue.
Again, congratulation on the new baby!!

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
###-###-####
Customer Answer
Date: 07/26/2022
I accept the business's response to resolve this complaint.

Regards,

**** *****
Initial Complaint
Date:07/18/2022
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 waited more than 6 months for the Moto 2-Piece Power Extension Sofa to become available. I had a delivery service pick up and deliver the sofa to me in February 2022. I live outside the delivery area (3 hours). At the end of March, the sofa malfunctioned. The charging port and the reclining mechanism failed to operate properly. The company agreed to having a local company come out to make repairs. The repair company failed to show the initial appointment but did come out the next day. It was determined that parts would need to be ordered and the repair company would return to make the repair. I waited patiently for a few months and contacted the store. I was instructed that a manager would return my call soon. When I contacted the store a week later, I was advised that, per the manager, a new sofa would be delivered to me either Monday or Tuesday the following week. I stressed that I live outside the delivery address but was advised that this was not an issue. I waited until Friday (July 15th) and contacted the store. I was given Corporate's telephone number to call. I spoke with Corporate and was advised that I would have to bring the malfunctioning sofa back and pick up the new one. I was told that store pick up had been previously set for today. I advised the agent that this had not been communicated to me. I also stressed that returning the malfunctioning sofa and picking up the new sofa will mean that I will have paid double the price of the sofa. The company offered no other further compensation and stressed that it is operating within the terms of the warranty. I have been polite and more than patient. I am only for what I paid for, and do not think it is fair or good business that I will have to incur added expenses that will far exceed the value of the sofa. American Signature Furniture should stand behind their products and take ownership of any and all flaws.
Business Response
Date: 07/20/2022
Dear Ms. ******,

Thank you for contacting us
with your feedback and concerns we do apologize for your experience. Based on
the information provided we spoke on 7/18/22 regarding replacement of your
recliner and it was explained that you would need to bring the item back to
proceed with replacement. I have attached our pickup policy to this complaint
that does state if you originally picked up you would be responsible to bring
the item back for an even exchange. We appreciate your patience with our company,
and we do apologize for the delayed resolution with your merchandise we have
submitted this feedback for internal coaching opportunities.

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: 07/21/2022
I am rejecting this response because American Signature Furniture (ASF) should stand behind their product.  The feature that
makes the sofa appealing and justified the higher cost does not work.
There was a flaw within the build coming out of the box. ASF failed to inspect
and/or test their products prior to customer pick-up, especially knowing that
the delivery address was 3 hours away from the store.

ASF only
resolution offered is to send the same repair service to attempt the repair
once again. A repair service that kept
me waiting all day on the schedule day but did not show, as well as show up 4 hours
after the appointed time the next scheduled day. For me, the customer, to return the sofa and pick
up a new sofa would mean that I will have paid double the amount of the cost of
the sofa. Why should I be out of
thousands of dollars for an inferior product?

                “ ”This is an underdog
story. A lot of people don’t give us a
chance…but when they do, they really love our band.   – Jonathan S************* ********* *** ***************** *****

Really? Other companies would have presented the
customer with other options, such as store credit for the customer to do the
necessary repairs, or sending out a different repair service, or return and
delivery via shipment. Anything above
and beyond to please the customer. Underdog story? There is a reason why a lot of people do not
give ASF a chance. Product quality may be one.
Customer appreciation and satisfaction may be another one. ASF has shown me its true color and how much
it values my business.

Regards,

**** ******
Initial Complaint
Date:07/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wnet in to the store in March 2021 to purchase a couch. There was a sale, and the rep Mohamed K***** indicated I could put it on hold for $120 and decide later on. After measuring the couch, I decided I could not purchase it as it would not fit. I went to the store and told the Rep Mohamed I am no longer interested. I actually went to the store 5-10 times after that encounter, looking at other furniture pieces. Mohamed said the $120 would be returned, however between moving and job transition, i did not realize it wasn't. In July 2021, I received a balance invoice for $1,200. Mohamed never canceled the order, and Value City NEVER contacted me.

When I realized it, I was dismissed by a manager at the Rockville location and transferred all through customer care to come to a resolution. They explained that there is no way to refund the $120 and that it was my responsibility to cancel. However, I did cancel with the Rep, and they said he was not the one I was to cancel with. Well, as a customer, how was I to know that. I only dealt with him. This place a shady and conniving, NEVER AGAIN!
Business Response
Date: 07/19/2022
Dear Ms. M*******

Thank you for your interest in making a purchase here
with our company. We do apologize that the purchase was not fulfilled due to discrepancy
with our price hold policy.

When our customer places an order through our price hold
policy we do hold the price of the order while the customer makes payments until
completely paid off. The customer is eligible for a full refund if cancelled
within 180 days. It is written on the back of the receipt and on our website
that once 180 days pass of non-payment we will apply a non-refundable $10
service charge each month payment has not been made. I will attach that policy with
this response.

For the inconvenience of the multiple service fees accrued
on the order I am willing offer the $120 as a one-time courtesy as in store
credit. We are unable to apply the charges back to ******** ******* card, as
the system will not allow and the in-store credit being the only option for the
$120 to be used.

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****
Resolution Supervisor
Customer Care
###-###-####
Customer Answer
Date: 07/20/2022
I understand the policy. I was told the policy. I came in numerous times and told the representative the first time we could no longer move forward with the couch but we will look at different items. We were told everything was good to go. But now to find out that was a lie is SHADY and disturbing. Not to mention I called and waited and transfered around to reps on the phone to speak with a supervisor who said they would call back with a resolution on 7/15 or 7/16. It is now 7/20 with no return call. The business itself has zero care for customer concerns that essentially was not my fault. So giving me $120 in store credit helps nothing as I refuse to spend an additional dime with your company out of fear that I might be scammed this way by a rep YET AGAIN.
Regards,

****** ********
Initial Complaint
Date:07/14/2022
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.
Date May,2022,
I received couches with damaged seems, instead if them sending me two new seats, they ordered leather covering and mailed them to me, tge technician installed one set, and as you can see from pictures, the keather is all wrinkled, and loose fitted. I talked to the supervisor named Qwon, and he treated ne as if I was lying about the problem, and refused to exchange the couches. Then he told me he would arrange for a technician to come out and verify the problem, I have yet to see this happen.
Business Response
Date: 07/15/2022
Dear Mr. *****

We apologize we did not
provide an exceptional experience at our store and with the delivery. Thank you for sharing your concerns, we will
address to ensure you have a wonderful experience.

I have set up an exchange for the full set for you.
The new delivery date is set for 8/10/22. We will pick up the old item this day
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 ###-###-####.

Sincerely,

Joy
Resolution Supervisor
American Signature Inc.
###-###-####

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American Signature Inc. is NOT a BBB Accredited Business.