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

  1000 Hylan Drive Suite 206 Rochester, NY 14623

• 

  Value City Furniture

  3160 W. Ridge Road Rochester, NY 14626

• 

  Value City Furniture

  20111 Route 19 Suite B Cranberry Township, PA 16066

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:07/26/2022

  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.
  ###-###-####

• 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.

  We had placed and order. Circumstances came about and we had to cancel the order and change the name of the person who will receive the money because the original purchaser had passed away. We are several weeks passed them having all my info and they still have not provided me with my refund for the cancelled order. It’s like they are purposely holding back.

  Business Response

  Date: 07/15/2022

  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.
  
   
  There is a process in place for when a customer passes a way and how the
  refunds are handled. We cannot proceed with a refund of the order until the
  proper documentation has been provided. Please provide the following
  documentation to the store location:
  
  o Death Certificate AND
  o Legal documentation from the Probate Court of the county
  where the customer died. –
  Typically, the document is titled:
   ? Letters Testamentary
   ? Letter of Authority
   ? Entry relieving the Estate from
  Administration or
   ? Small Estate Administration
  
       If there are any
  questions regarding this documentation, please contact a probate lawyer or the
  country probate for assistance or necessary forms. Once the needed forms are
  received by the store location, they will send them to the correct people to
  process them. Once the information is processed they will be able to issue the
  refund at that time.
  
  
    
  We apologize for any inconvenience you may have experienced. If you have
  any further questions or concerns you may contact the purchasing store location.  
  
  
  
  Tahnee H***
  Resolution Supervisor
  Customer Care Team
  ************

• Initial Complaint

  Date:07/14/2022

  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 purchase a dinning room table in July 2021 and didn’t receive it until November 2021 the table arrived scratched and without the hardware to secure the glass top to the pedestal. I’ve called every month since December 2022 - I’ve been given the runaround stating they have to get the hardware from overseas the store manager has given me the run around even canceling my appointment with the repair company stating they were going to handle it in house, I even asked for the hardware from the display to resolve my issue he stated NO.. it’s been a year and I’m still getting the runaround. The corporate office called the store and got hung up on as did I. This is poor customer Service all over 4 screws and a scratched table . No one accepts responsibility or is held Accountable at this company.. My next step is to talk to the ******** *******

  Business Response

  Date: 07/14/2022

  Dear Mr. *** and Ms. ****,
  
  Thank you for taking my call
  today and letting help with your issues.
  
  I 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 the exchange for you for 8/2/22. I will
  follow up with you after the delivery.
  
  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: 08/01/2022

  Good evening       After further consideration on how I’ve been given the runaround by Value City Furniture I be decided to ask for a refund in the form of a check   to which they agreed to a full refund upon return of the table and chairs.. Joy the resolution specialist dodged my phone calls…. I don’t recommend this vendor to anyone      ******
  

  Business Response

  Date: 08/09/2022

  Dear Mr* *** and Ms. ****,
  
  We have authorized the refund
  check for you, this will take 7/10 business days to reach the store. Once the
  store receives the check, they will reach out to you to pick the check up.
  
  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: 08/19/2022

  Yes we received our refund check

• Initial Complaint

  Date:07/13/2022

  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.

  On 1/24/2021 entered store with my mother to purchase a recliner. Recliner was needed to sleep in due to severe sleep apnea. Staff was educated regarding my health concerns. Staff was made aware recliner would be used to sleep in. Salesperson Peggy Jo S****** waited on me. Peggy Jo was educated at length regarding my health issues and also the need that the chair have a weight limit high enough to meet my needs. Ms. S****** showed my mother and I several chairs. Each time I asked Ms. S****** the chair weight limit. Ms. S****** was made aware my weight was 360lbs but could go higher due to fluid retention. Ms. S****** told my mother and I the chair we selected had a weight limit of 500lbs. The chair was delivered and almost immediately developed problems. First, the frame cracked and needed repairs. Then the "mechanism" (the metal frame underneath) bent in several places. The mechanism has needed repairs twice now. The chair was just repaired (mechanism) a few months back and it currently needs repaired again because the mechanism is bent (again). I called the store for the last repair and the manager said they'd just repair the chair again. For this repair I called the corporate office and was told the only option was to file a claim through the extended warranty. I explained that the salesperson had lied and said the chair had a 500lb weight limit. The listed weight limit on the website was 360lbs. The supervisor said that the salespeople are encouraged to be honest and the chair might have been made by a different manufacturer when I purchased it so the weight limit might have changed. She did not accept any responsibility for the deceptive sales practice of her employees. She also told me that sleeping in the chair was outside the scope of use for the chair and so they weren't responsible. No one told us I couldn't sleep in the chair when I purchased it. I have medical documents that show I do not move when I sleep.

  Business Response

  Date: 07/14/2022

  Dear Mr. and Ms. ******,
  
  We apologize
  we did not provide an exceptional experience at our store.  Thank you for
  sharing your concerns, we will address to ensure you have a wonderful
  experience.
  
  You are out
  of the one year warranty. You will need to follow the policy and file with Pure
  Promise and once this is done, if the claim is denied you can call the store location
  to work with them to use the instore credit. You can call #*************
  
  ***** **** ** *** ******* *********** *** **** ********
  
  **** * ******
  ****** ** **** ** ********* ** ******
  **** ******** *******  *** **** ******* *** *****
  ****** **************
  ******** *****************
  
  **** ***** ****** ** ********** 
  
  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: 07/15/2022

  I am rejecting this response because: 
  
  Regarding Value City' response, using the warranty is not a sufficient reply. Their employee (Ms. S******) falsely represented the chair. I would not have purchased the chair if I was told that the weight limit was only 360lbs. Ms. S****** represented that the chair weight limit was 500lbs and made a deliberate show of checking on this fact. Ms. S****** was told clearly by myself and my mother (who was present for all parts of the sale) that the chair weight limit needed to be at least 500lbs. Ms S****** was asked multiple times and each time assured us the weight limit was 500lbs.
  
  When I brought Ms. S******'s deliberate deception to the attention of the supervisor from the corporate "customer service" line, the supervisor suggested that the chair may have been made by a different supplier when I purchased it and so may have been accurately described as having a 500lb weight limit when I purchased it. This is an absolutely false statement. I have spoken to two people with extensive experience selling furniture. Both of these people would testify, should this go to court. These experts told me (and provided sources) that any chair of the size that I bought from Ms. S****** simply could not support 500lbs. Chairs designed to support 500lbs are bigger dimensionally by necessity. The frames are larger and reinforced, at times with 7 gauge steel. Also, chairs that support 500lbs are made using 7 gauge steel for their mechanisms. All the steel under the chair I bought from Value City was measured with digital calipers and found to be approximately 9/64 inch thick, or the exact measurement of 10 gauge steel. This gauge of steel (10 gauge, for clarification) would support about 350lbs. The chair I purchased from Value City never, at any time, supported 500lbs. 
  
  I do not appreciate the deceptive nature of Value City Furniture. I was deliberately misled and the corporate office shows no remorse. Using the extended warranty is unacceptable because the chair ultimately is not what I was told by the sales "professional". I do not feel I should be inconvenienced any more. The sale of the warranty and the chair were both completed under false pretenses.
  
  I want my money refunded. If they insist that I contact the warranty company, I will do so in order to inform them that Value City's sales practices are generating a liability for the warranty company. I have evidence to support my account. I have a letter already typed to send to the State AG and I have the contact info for the Federal Trade commission. I will send the letter and contact the FTC if this isn't resolved timely and appropriately. I did nothing wrong. I was victimized and I don't appreciate it.
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 07/18/2022

  Dear Mr. and 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.
  
     After speaking with the store manager, we
  are in agreeance that as we do not carry an item that will fit your needs. We
  will allow for a return for refund. Please contact the store location or customer
  care to set up for our team to come out and pick up the chair.
  
  Once the item has been returned
  to the store location, we will submit the full and complete refund back to the master
  card you paid with of $691.50. The additional $100 that was paid in cash can be
  picked up at the store location after the item is returned. This will represent
  the full and complete refund of $791.50 that you paid for this chair.
  
  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 our Customer Care Team at ###-###-####.
  
  Sincerely,
  
  
  Tahnee H***
  Resolution Supervisor
  Customer Care Team
  ###-###-####

  Customer Answer

  Date: 07/21/2022

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

• Initial Complaint

  Date:07/12/2022

  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 couch from Value City Furniture 5/30 and had the items delivered 6/2. My total purchase out the door was a little over $3,000 which wouldn’t have been that high if I hadn’t purchased the Furniture warranty. I wasn’t going to purchase the warranty because I figured it would be a waste but my sales woman talked me into it said it covered anything and everything about the furniture. I know for a fact that we had a full conversation about the warranty, because I told her how upset I was with the Ashley furniture coverage and when I needed it it covered nothing. So I purchased the $359.99 insurance. Over the past 3 weeks I have not been happy with the furniture. It tips very easy, the leather is breaking down poorly and the corners are poking into my back. The recliner motor already sounds like it’s making noises, and today my dog jumped off the couch and the upper part of the recliner wood snapped. So it’s now just loosely hanging in the fabric. Value city says they only return furniture up to 7 days. But now my couch is broken and they are saying because my dog did it it isn’t covered either. What I don’t understand is why this recliner is falling apart so quickly, it’s clearly very poorly made. And I know that I would have told my sales person I had dogs because I went couch shopping specially to buy a couch for my dogs to be able to fit on it with me. So now it just seems that I’m going to be stuck paying 3k for nothing, I want to return this couch and I want a refund for the purchase

  Business Response

  Date: 07/13/2022

  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.
  
    
  The one-year manufactures warranty through Value City only covers
  defects in the craftsmanship of the item from the manufacturing process. It
  does not cover accidental damage such as that caused by a pet. The extended
  warranty you paid for is through a separate and third-party company called
  ******** ** ***** *******. They have their own sets of terms and conditions and
  we cannot insist they either provide service or approve a claim. I have
  attached a copy of their terms and conditions.
  
     
  As the item has been damaged by your pet, we will not allow a return for
  refund. What we can do is issue a refund for the cost of the extended warranty.
  If you accept, this will cancel the extended warranty. Please reach out to the
  purchasing store location or customer care if you want the extended warranty
  canceled and refunded.
  
    
  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
  ###-###-#### or your purchasing store location.  
  
  
  
  Tahnee H***
  Resolution Supervisor
  Customer Care Team
  ###-###-####

  Customer Answer

  Date: 07/25/2022

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