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Business Profile

Furniture Stores

American Signature Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

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American Signature Inc. has 134 locations, listed below.

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    Customer Complaints Summary

    • 895 total complaints in the last 3 years.
    • 299 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/01/2025

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband and I purchased a mattress in December 2024. It was a firm ******** because he has a bad back. The sales person said if we did not like the mattress we had 4 months to exchange it for another one. The mattress is horrible. My back now hurts from sleeping on it. It does not feel like the one in the store. The store told me it was because lots of people have layed on the one in store and broke it in. I purchased the mattress protector even though I already had one so the warranty would remain intact. I came back in the store to exchange it. They said I had to sleep on it for 100 days I think before returning it. At this point I am now sleeping on the couch because the mattress is so horrible. And my value city credit card is over $4000 because I also bought the adjustable bed frame. I am a long time customer and this experience is horrific. So I go back after the 100 days and the store had a 20 percent store wide sale. We choose another mattress which was $1200 more because they said it had to be the same price or higher. Then the store told us that mattress is not on sale. No where could they show us in writing where it said that mattress was excluded. Well there are no other mattresses to choose from that are comparable. With the 20 percent off I would have had to pay an extra $300 for the new mattress which I was fine with but they said it wasn't included. So now there is no other mattress to switch it with and we are stuck with this absolutely awful mattress. When we bought it we were told.. "Don't worry, if you don't like it we will switch it out.. it's easy... it's Not easy and it feels like such a scam!!!

      Business Response

      Date: 04/07/2025

      Dear Ms. ******************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
      Please let us know the *** number and the name of the mattress, and we can look into the re-selection and the cost. Please email the information to:

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

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

      Sincerely,

      Joy                                                                                                                    

      Resolution Supervisor                                                                                   

      American Signature Inc.                                                                                              

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

      Customer Answer

      Date: 04/14/2025

      Hi, I do not wish to close the case until the matter is resolved.  I am sending them the sku number of the mattress I would like mine exchanged for.  Please do not close the matter until it is resolved. Thanks 

      Business Response

      Date: 04/24/2025

      Dear Ms. ************** see you have been contacted to set service on 4/29/30 or 4/30/25, please call to set this service. Once the service is complete, we can move forward.  
      If you have any further questions or concerns, you may contact our ************* Team at ************.
      Sincerely,
      Joy                                                                                                                    

      Resolution Supervisor                                                                                   

      American Signature Inc.                                                                                              

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

      Customer Answer

      Date: 05/02/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23142839

      I am rejecting this response because: 

      They contacted me to schedule to come look at my mattress.  I returned the call yesterday when I got back in town and I'm awaiting a response from them. 

      Regards,

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

      Business Response

      Date: 05/09/2025

      Dear Ms. ************** see you have been contacted to set service on 5/12/25 or 5/16/25, please call to set this service. Once the service is complete, we can move forward.
      If we are not able to complete the service by 5/23/25, we can no longer proceed as you are out of the 120-day timeframe.
      If you have any further questions or concerns, you may contact our ************* Team at ************.
      Sincerely,
      Joy                                                                                                                    

      Resolution Supervisor                                                                                   

      American Signature Inc.                                                                                              

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

      Customer Answer

      Date: 05/20/2025

      Value City sent someone out last week to inspect our mattress.  They said the manager would get in touch with us.  No one has called from Value City as of today. 

      Business Response

      Date: 05/22/2025

      Dear Ms. ****************** go to the store location and reselect the mattress that fits your needs. You have $2567.49 as in-store credit. You will have until 6/6/25 to use this credit; if you select a mattress that goes over the credit, you are responsible for the cost.
      If you have any further questions or concerns, you may contact our ************* Team at ************.
      Sincerely,
      Joy                                                                                                                    

      Resolution Supervisor                                                                                   

      American Signature Inc.                                                                                              

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

    • Initial Complaint

      Date:04/01/2025

      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.
      In January I purchased and fully paid for items that matched the bed I purchased from the previous owners of the condo I had just purchased. After selecting item delivery was delayed because of my health issues and work I wanted to compete in the condo before moving in. I had to cancel delivery maybe thiwc because of health setbscks. On another occasion they simply did not deliver. I called to reschedule and we talked on the phone as planned last Thursday to reschedule. Early in the conversation, it became apparent there was a problem. After several conversations, culminating in a final conversation yesterday, I learned the items had been sold and were no longer in stock at any Value City store. They offered a full refund I have yet to receive. I subsequntly located non-matching and more expensive items at Macy's which I decided to purchase. I got weak apologies from Value City and nothing more. I would accept an in-store credit as a settlment.

      Business Response

      Date: 04/01/2025

      Dear Mr. *******,
      Thank you for bringing this
      matter to our attention. We are so sorry that you had a negative experience.
      Our company takes pride in delivering the absolute best service to every
      customer.
      We see that the invoice was
      canceled and refunded. We can offer $150.00 in store credit for any inconvenience.
      We apologize for any
      inconvenience you may have experienced. If you have any further questions or
      concerns, you may contact our Customer Care Team at ###-###-####.
      Sincerely,
      ***                                                                                                                    

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

      American Signature Inc.                                                                                              

      ###-###-####

    • Initial Complaint

      Date:03/28/2025

      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 walked into value city on March 7th 2025 and ****** made his commission off of me and I havent heard from him since Ive called the store multiple times they have very poor customer service but expensive prices. Ive spoken with ****** who was a supervisor and ********* neither tried to help me nor get my merchandise that I paid for that there company delivered twice damaged I even had to call a day before and spoke to ****** for my second delivery time and she still had the items wrong there office should be held accountable for there lack of professionalism and delivering the merchandise in a timely manner and the correct items and not damaged items and very poor communication from the manager to the delivery drivers both drivers took pictures of the damaged product and I still have not received what I paid for and was treated horribly by all the staff please do not spend your hard working money at value city there company doesnt appreciate it. ****** even wrote fake notes and said he talked to me about the merchandise he did not I called him to complain about ****** having the wrong information. I still dnt have the table I purchased on March 7th and its March 28th very very bad experience.

      Business Response

      Date: 04/04/2025

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

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.

      Our records show that on 3/28/25 you spoke with the local store about the 54" MARBLE TABLE and a even exchange was set for 4/4/25. Once you have a successful delivery on 4/4/25. We will apply $200 back to your account for the inconvenience.

      Thank you
      Resolution Supervisor
      *********

      Customer Answer

      Date: 04/04/2025

      [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.]
      I would like the ****** dollars to be put back on my Keybank card that I used thank you.
      Better Business Bureau:

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

      Regards,

      ********* *******
    • Initial Complaint

      Date:03/28/2025

      Type:Sales and Advertising 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 went to Value city to finance furniture and once I got approved for an amount I decline and left I get a credit card in the mail with my name on it from value city furniture I also check on credit it's a hard inquiry on my credit I called I was told someone will call me no one even offered to help with my situation and the lady who answered the phone call was rude about everything

      Business Response

      Date: 03/31/2025

      Dear ******,

      Thank you for reaching out to us. We understand your concerns regarding the hard inquiry that appears on your credit report in connection with your recent credit card application.

      A hard inquiry typically occurs when a financial institution, like our partners at **************,review your credit report as part of the decision-making process when you apply for credit. This type of inquiry can impact your credit score slightly, but it's a standard part of the application process.

      If you believe the inquiry was made in error or you did not authorize the application, please call ************** customer service at the number listed on the card.

      We value your feedback and are committed to assisting you with any further questions you may have. Please don't hesitate to contact us if you need any clarification or additional help.

      Sincerely,



      ****** P
      Resolution Supervisor
      Customer Care
      ************

      Customer Answer

      Date: 04/09/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23129616

      I am rejecting this response because: 
      I was never told I was signing up for a credit card I would have declined the offer I do not need a credit card with value city I went to vault city before and paid for a bed and couch for 60 days without a credit card this credit card we did not talk about
      Regards,

      ****** ******
    • Initial Complaint

      Date:03/25/2025

      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 an order at the ******* location and walked out with my ****************** date. I received the calls & text leading up to the appointment & the day of I got a text to keep up with tracking. My original window was from 4pm to 7pm and switched three times after this. I finally got a call around 640pm, saying the team was running behind & they asked would I like to reschedule. I checked the tracking window, it was *****, I said Id wait. I called back two times after this, with no answer. Team didnt show until 951pm & I had left for work. Reached out the next day, got the run around, but eventually got the table and to my surprise, a piece is missing. It attaches the table to the base. I reached out again & Was told i had an appointment scheduled for Tuesday to have it built. Here we are Tuesday, window was from *******. I began calling the store at 615, no answer for 15 minutes. Called from another phone, finally got in touch with someone to find out my appointment was canceled & they have no idea when they could get someone out to build the table. Theyre not worth the headache. The person over the delivery team at the **** ***** store, needs an evaluation, because there is no way I should be looking at my table in pieces after paying to have it delivered & assembled.A solution would be to add the connector to the back of a truck & make me a first stop. Its been almost a week now

      Business Response

      Date: 03/31/2025

      Dear ***** *****

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.

      Our records indicate you are currently set for a return on 4/3/25. Our records show that once we receive the return a refund for $1583.13 will be processed back to your card. 

      Thank you
      *********
      Resolution Supervisor

      Customer Answer

      Date: 04/11/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23116727

      I am rejecting this response because: 
      I have tried and after multiple failed attempts the table still sits in my home in pieces, with another scheduled pickup day almost two weeks from now.


      Regards,

      ***** *****

      Business Response

      Date: 04/11/2025

      Dear ***** *****

      Thank you for your patience. We received additional information regarding your delivery. We reached out to the shipping store and was advised on 3/28/25 you were not at home, so the pickup was missed.

      You are now currently rescheduled to 4/22/25.

      Thank you
      Resolution Supervisor
      *********

      Customer Answer

      Date: 04/30/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23116727

      I am rejecting this response because: 

      Regards,

      ***** *****

       

       you are correct, furniture was indeed picked up the 22nd and here it is the 30th still no refund. 

      i had to reach out to the corporate office again and ask for a refund again, which I now have to wait another 3-5 business days.

    • Initial Complaint

      Date:03/23/2025

      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 purchased a couch from Value City Furniture over a month ago, paying over $2,000, and I still have not received it. From the moment I placed my order, I have had to constantly call for updates because Value City has never reached out to me. Each time I check the website or call, my estimated delivery date gets pushed back with no explanation.

      At one point, they told me some of the pieces were in and ready for pickup. When I went to get them, I was told that none of them were actually in stock. They also called me two days in a row, saying they would check the warehouse because some pieces were showing as available. They promised to call back with an update—but never did. Now, a week later, I have heard nothing except that the website shows even further delays.

      When I purchased the couch in-store, no one mentioned that Value City has no reliable system for tracking shipments. They have repeatedly blamed their new system, but after reading other customer reviews, it’s clear this has been an issue for a long time. I also recently found out that many other people have ordered the same couch, making me even more worried that it will be delayed even further.

      On top of all this, the customer service has been terrible. While I know the individual employees are not personally responsible, they act annoyed when I call for an update—as if I’m being unreasonable for asking about a product I’ve already paid for. I am now stuck in limbo, unable to get rid of my old couch because I don’t even know when the new one will arrive.

      This situation is completely unacceptable. I am asking for a clear and accurate timeline for my order and for Value City to take accountability for these delays. If my order is pushed back again, I will have no choice but to consider canceling it. After waiting all this time, they just delayed it another two weeks. The new date is the 28th, but at this point, I have zero hope that it will actually arrive then.

      I want my couch!!!

      Business Response

      Date: 04/01/2025

      Dear Ms. ********,
      Thank you for bringing this
      matter to our attention. We are so sorry that you had a negative experience.
      Our company takes pride in delivering the absolute best service to every
      customer.
      We see that the invoice was fully
      delivered on 3/28/25.
      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,
      ***                                                                                                                    

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

      American Signature Inc.                                                                                              

      ###-###-####

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been waiting on my entertainment center since 12/28/24. The day they delivered it the base was broken. They also brought 2 right side piers instead of a left and a right. They scheduled for a delivery in mid-January called the day before and move it to the end of January. Then they called at the end of January to move it to mid February. And then they called again to cancel and move it to February 22 all because they said it was on back order. So I talked to a manager when they tried to reschedule for march 19th because they didn’t have the left pier and didn’t want to make 2 trips they were supposed to bring the base on Tuesday the 25th no one called no one showed up. So I went to the store again they apologized and offered to take $600 off. They scheduled it for Tuesday 3/4 and the manager said if you don’t get a call by 3 pm Monday call me. So the girl who did answer the phone said I was in there for a delivery for Tuesday. So I again got it worked out so someone was available. No call no show again. I went back to the store and they gave me excuse about their systems not communicating. So now it’s supposed to come tomorrow Wednesday 3/5. I was supposed to get a call from the store to give me a time frame. They again didn’t deliver it. They brought the base on 3/7 or so. They still need to give me the pier which was supposed to come tomorrow. Called the delivery and they said I got both my piers., which I did not. After 3 months of wss as biting I should not have to run after them to give me what I paid for. Their $600 offer after all of this is laughable

      Business Response

      Date: 03/25/2025

      Dear Ms. *****,
      Thank you for bringing this
      matter to our attention. We are so sorry that you had a negative experience.
      Our company takes pride in delivering the absolute best service to every
      customer.
      We see you are set for pickup of the
      invoice on 4/5/25 with 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,

      ***                                                                                                                    

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

      American Signature Inc.                                                                                              

      ###-###-####

    • Initial Complaint

      Date:03/14/2025

      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 in August of 2024 for around $700. We opted not to purchase their delivery fee and picked the recliner up ourselves. After two months the recliner fell apart. We contacted the company, and after a few run around calls, they finally agreed to come and repair the chair. Even though it has a 1 year warranty. A service person showed up and stated, after he repaired the recliner, it was just a screw, the factory put it in crooked, it came from the factory like that manufacture defect. Now the recliner has broken once again. Its been two weeks and after several calls, this is the resolution they offered us today 03/14/2025. They said that we would have to take the recliner to the store we purchased it from, so they can look at it and keep it for repair, or we can pay ****** delivery fee? Im a 52 yo Veteran medically retired with a bad back. The chair is located at our house, why would we pay a delivery fee? So basically, we bought a broken new chair, picked it up ourselves, had it repaired shortly after purchasing. Their fault, chair was used for two months before it broke. Then its broke again and they refuse to stand behind their product. This company is praying on the poor. We live on a fixed income and otrusted these people. Their track record and how they even manage to stay in business is beyond me.

      Business Response

      Date: 03/15/2025

      Dear Ms. **************** you for bringing this matter to our attention. We are so sorry that you had a negative experience. Our company takes pride in delivering the absolute best service to every customer.
      When you pick up the merchandise, it is the customer's responsibility to bring the piece back to the store location for service. Please see the link and the back of your receipt.
      ***************************************************************
      Merchandise Pickup Service
      Pickups can be made at most of our store locations or distribution centers.
      To ensure smooth pickup of your furniture, please review the following pickup policies:
      At the time of purchase, you will be notified what day your purchase will be ready for pickup. If an item is unavailable for the scheduled day, you will be notified by the service store in advance
      Online orders must be paid in full at the time of purchase
      On the scheduled day, please proceed to the pickup/loading area with your receipt
      Please be sure that the size of your vehicle will accommodate the size of the furniture to be picked up. It is your responsibility to properly secure and tie down merchandise to your vehicle
      Associates may assist in loading customer merchandise but we reserve the right to refuse assistance where it may result in injuries or property damage
      We will not be responsible for any damage or loss caused to customer merchandise and/or any vehicles during the loading or transportation of the customer's merchandise.
      Be sure to inspect your purchase for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify store personnel within 7 days of taking possession of the merchandise and arrange to bring your merchandise to the store for service or exchange.
      Be sure to inspect your purchase for any visible signs of defect prior to departing the store. Once picked up, if you discover damages to your merchandise, you must notify store personnel within 7 days of taking possession of the merchandise and arrange to bring your merchandise to the store for service or exchange.
      We did a courtesy service on 10/10/24 through FSN, and at this time, a bolt fell out of the chair; this was repaired by the service technician.
      If you need service on the chair, you will need to bring the item to the store. Or I see we offered you to pay $110.00 to have a service technician come out to do in-home service for you.
      We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
      Sincerely,
      Joy                                                                                                                   
      Resolution Supervisor                                                                                   
      American Signature Inc.                                                                                              
      ****************

      Customer Answer

      Date: 03/17/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23066574

      I am rejecting this response because: 
      There is a factory warranty on a defective chair. They have been out to fix the defective chair once. Their service tech they hired even said it was manufactured defect. Now the defective chair is broke once again. Is this really acceptable??
      Regards,

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

      Business Response

      Date: 03/17/2025

      Dear Ms. ***************** when you pick up the merchandise, it is the customer's responsibility to bring the piece back to the store location for service. Please see the link and the back of your receipt.
      If you need service on the chair,you will need to bring the item to the store. Or I see we offered you to pay $110.00 to have a service technician come out to do in-home service for you.
      We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
      Sincerely,
      Joy                                                                                                                    

      Resolution Supervisor                                                                                   

      American Signature Inc.                                                                                              

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

    • Initial Complaint

      Date:03/12/2025

      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.
      PURCHASED MY **** 6 MONTHS AGO MECHANISM ALREADY WENT OUT IN COUCH, WAS TOLD BY EMPLOYEE THEY WOULD HAVE PART IN A FEW DAYS, FEW DAYS WENT BY I CONTACTED VALUE CITY AND WAS TOLD I WAS GIVEN THE WRONG INFORMATION AND IT TAKES UP TO 6 WEEKS FOR PART TO COME IN, WAITED 6 WEEKS STILL NO CALL FROM VALUE CITY, I CALLED BACK WAS TOLD SINCE TAKING SO LONG THEY WILL ORDER ME A NEW LEFT SECTION OF THE **** AND WOULD HAVE DELIVERED 3/15/25. RECEIVED CALL TODAY 3/12/25 AND WAS TOLD MANUFACTURER IS DELAYING SHIPMENT AND WILL NOT HAVE UNTIL AFTER THE 21ST. THIS HAS BEEN A RUN AROUND FROM DAY ONE. I WILL NEVER EVER BUY ANOTHER ITEM FROM VALUE CITY AND THEY NEED TO BE REPORTED FOR TREATING THEIR CUSTOMERS LIKE THIS ABSOLUTELY RIDICULOUS.

      Business Response

      Date: 03/13/2025

      Dear Ms. ************** you for bringing this matter to our attention. We are so sorry that you had a negative experience.Our company takes pride in delivering the absolute best service to every customer.
      We see that you are set for delivery on 3/22/25; please note that the dates are subject to change. There have been delays with the vendor.
      We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
      Sincerely,
      Joy                                                                                                                    

      Resolution Supervisor                                                                                   

      American Signature Inc.                                                                                              

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

      Customer Answer

      Date: 03/13/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 23054097

      I am rejecting this response because: 

       

      They still have not resolved this matter, keep getting the run around from them, no one knows what they are doing, told earlier today will be 3/25/25 when the part will come in, then I got a call later stating a service man will be at my house tomorrow, i asked for what and she said to fix the problem, i told her i was told earlier the part will not be in till 3/25/25 now, she said let me look into this and i will call you back as of 3:45 still no call back they have no idea what they are doing, at this point, i am about ready to tell them to come get the couch and give me a full refund tired of messing with Value City.

      Regards,

      **** Ann ********

      Business Response

      Date: 03/15/2025

      Dear Ms. *********** do apologize that this has been your experience with our company. We want to put forth our very best effort to resolve your complaint.
      Again, we see that you are set for delivery on 3/22/25; this is for an exchange of the ********************** Recliner; please note that the dates are subject to change. There have been delays with the vendor.
      We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our ************* Team at ************.
      Sincerely,
      Joy                                                                                                                    

      Resolution Supervisor                                                                                   

      American Signature Inc.                                                                                              

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

      Customer Answer

      Date: 03/24/2025

      [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,

      **** Ann ****
    • Initial Complaint

      Date:03/09/2025

      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 placed an order for a 2 piece sectional couch at value city furniture in *********** **** on September 9th 2024, the order number was ******. When i got home and started unwrapping the couch I found multiple damages and noticed that I was given two left pieces, so they won't latch together. I contacted them immediately and they created a new order on September 21st 2024 to deliver a replacement that order number is ******. Since then I have had a horrible time trying to get this thing delivered, they kept giving me delivery dates then not showing up, not even contacting me about it, I had to contact them and remind them I hadn't received the replacement. At this point I want the order canceled and a refund for the money i have paid, im willing to return the couch to recieve that refund. I do not have a personal record of my interactions with them but every time I have called they tell me there are notes in their system detailing the issue.

      Business Response

      Date: 03/17/2025

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

            We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
            We can try one more time to reschedule the delivery, and we will keep an eye on your order. We will send the replacements for both pieces and make sure both pieces are in good shape. If we cannot complete the delivery by this date, you can cancel and get a full refund. We have scheduled the exchange for Thursday 03-27-2025. If you are not available on this date, please call the local store or customer care to reschedule for a different date.
            If you have any further questions or concerns, please reach out to your purchasing store location or ************* at ************. Once again, please accept our apologies for any inconvenience this may have caused.


      Sincerely,


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

      Customer Answer

      Date: 04/01/2025

      I think we have solved the issue.

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