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

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

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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.

Initial Complaint
Date:03/08/2025
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.
Complaint to the Better Business Bureau (BBB)Company Name: Value City Furniture Product: ****** Sectional Purchase Date: December 13, 2024 Purchase Price: $4,322.10 Complaint Details:I purchased the ****** sectional from Value City Furniture on December 13, 2024, for $4,322.10 after the sales representative assured me it was the most comfortable option. However, I was not informed that the couch would constantly shed feathers, creating a major issue in my home.Since bringing it home, the couch has released excessive feathers, which poke and scratch me and my child, leaving visible scars and scratches on her body. The problem has become more than just an inconvenienceit is a safety hazard. On top of that, feathers are spreading all over my home, making it impossible to keep clean.The most alarming incident occurred recently when my 7-month-old baby put a feather in her mouth and began choking. This situation could have been tragic, and I now consider this couch a dangerous product that should not be sold to families, especially those with small children.I reached out to Value City Furniture for a resolution, expecting them to take responsibility for this hazardous and defective product, but they have done nothing to address my concerns. For a purchase this expensive, I expect better quality and customer service.Desired Resolution:I am requesting a full refund or an exchange for a safe and non-defective product. If Value City Furniture refuses to resolve this issue, I will pursue further action and warn others about this dangerous product.I appreciate your attention to this serious matter and hope the Better Business Bureau can assist in holding Value City Furniture accountable for their negligence.
Business Response
Date: 03/13/2025
Dear Preshis *******,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the store offered to reselect a different sectional or they can order different cushions to replace the feather ones. Please let us know what you have decided.
      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,

*******
Resolution Supervisor
*************
************
Initial Complaint
Date:03/08/2025
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.
My wife placed an order for a recliner chair. Went to the store in ****, **, picked the recliner and they informed us that it will be ready for pickup and will let us know. Finally the delivery date was today(Saturday 03/08) and went in the morning to pick it up my self. Upon assembly I noticed that the users manual mentioned BIG LOTS, which I found unusual. After inspecting the box it came in with, I realised the chair was from BIG LOTS instead and NOT Value City Furniture. I find this quite disappointing since we decided to go with VCF. This is unacceptable and misleading.
Business Response
Date: 03/13/2025
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 apologize for the misunderstanding. Please see our website for more information. We have a special Buy offer where customers can buy the ******************** thats in stock. Signature Design by ****** and Broyhill furniture is also included in this offer.
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,

*******
Resolution Supervisor
*************
************
Initial Complaint
Date:03/07/2025
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.
DONT BUY FROM VALUE CITY FURNITURE!!!!!! I am writing to express my extreme frustration with the ongoing delays in my furniture order placed in October 2024. The original delivery date of February 14, 2025, has been pushed back multiple times to February 22, March 7, March 14, and now March 27, 2025. This is completely unacceptable.Your sales representatives, **** and *****, have failed to provide any updates, and ****, the store manager at VCF Aurora, **, had the audacity to suggest I "go and pick something else." This level of customer service is appalling after waiting for 6 months. A new house can be built in a lesser time. I am not sure how you are surviving in business and sure you do something with our money by holding this long.I have a gathering at my home on March 22, and without my furniture, I will be left with no seating for my guests. I am freaking out!!!!!!!! I demand an additional 20% discount on my order and a guaranteed delivery by March 27, 2025. I expect a prompt response to this matter.
Business Response
Date: 03/11/2025
Dear ****** *****,
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.
It seems your items have been delayed by the vendor. We do offer a re-selection in case you would like to find items that can come in earlier for you.
You are set for 3/18/25 delivery,please note we cannot guarantee the dates, the dates are they are subject to change depending on the vendor.
Once you have a successful delivery,we can look at a discount for the inconvenience.
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
VCF is horrible and someone should try to know what they do with the money! Why do they deduct the money when they don't ship? I believe they use our money for some other purposes while pushing the delivery out multiple times frustrating the client. They had date of 18 March, and they called me yesterday that 2 chairs are delayed. They called me today that coffee table and 2 chairs are delayed and will not be available until April 4 and April 11. What the h*** is going on. I have no idea how they are in business when at the very outset the firm is scamming clients. They just vendor delay. Who is the vendor? For a client VCF is vendor and client paid you the money. Why not pay it to the vendor, when VCF is just a middle man doing nothing and just keeping the money for months and likely earning free interest on the same. Give your client where the money is when you were not able to ship!
Customer Answer
Date: 03/13/2025
VCF is horrible and someone should try to know what they do with the money! Why do they deduct the money when they don't ship? I believe they use our money for some other purposes while pushing the delivery out multiple times frustrating the client. They had date of 18 March, and they called me yesterday that 2 chairs are delayed. They called me today that coffee table and 2 chairs are delayed and will not be available until April 4 and April 11. What the h*** is going on. I have no idea how they are in business when at the very outset the firm is scamming clients. They just vendor delay. Who is the vendor? For a client VCF is vendor and client paid you the money. Why not pay it to the vendor, when VCF is just a middle man doing nothing and just keeping the money for months and likely earning free interest on the same. Give your client where the money is when you were not able to ship!
Initial Complaint
Date:03/07/2025
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.
Hello Team On Feruary ******* i placed an order on line for a chocolate sectional and on march 5th they delivered it to my new place. So after the guys left i took a good look at it and comes to find out it looks greyish on one side, and black on the other ******* called them well over 6 nobody picks up when usually they pick up on 3rd ring, so i attempted to chat with them, but gotten nowhere the reason why i ordered on line is because i'm familiar with it i also ordered a blue one a few years back, so i know the quality. All i'm asking for is the brown sectional that i asked for if not please refund my money that's owed, no apologies no nothing that's not how you conduct business
Business Response
Date: 03/11/2025
Dear Bernastein, Malone,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the store already scheduled the new LAF Chaise Cordelle Chocolate delivery for Friday, 03-14-2025. They will deliver a new piece and pick up the old one on the same day. Store will contact you 3 days prior to confirm the delivery date and 2 days prior to confirm the estimated time frame.
      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,

*******
Resolution Supervisor
*************
************
Initial Complaint
Date:03/06/2025
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 have a similar complaint against Value City Furniture as to some of the others I have read.I ordered a living room set including a TV stand with a fireplace insert 1/3/2025. On the initial signing for this order, I was told delivery "would be" 2/14/2025. Nothing was ever mentioned on the dates being "tentative" or not guaranteed. I submitted a credit application which was clearly accepted and have already started making required payments. On 2/12/2025 I received a call from Value City stating my deliver date had been postponed to 2/28/2025 with a partial delivery of my order and the remaining portion not due until 4/11/2025, with no real explanation. On 2/25/2025, I called to verify the delivery on 2/28/2025, which again I was informed that my order had been postponed until 3/7/2025. On 3/3/2025, I called Value City to get confirmation on my 3/7/2025 delivery and I was told that it was still on schedule for 3/7/2025. I called again on 3/5/2025 to get another confirmation, to which I was informed AGAIN my order has been postponed. Now the entire order has been postponed with several delivery dates ranging from 3/14/2025 - 4/28/2025 with 0 guarantees.Each time I have asked why, they do not give me straight, honest answers.On the 1st day of this transaction, the sales team member should have been completely honest and explain the potential of extended delivery dates. Which was NOT communicated due to wanting to hurry and "get the sale"! Never once was it communicated of "tentative" on delivery dates.When I'm given a specific date, I plan for that date.This is completely unacceptable and the responses from the Value City team that I have read in the other reviews have been the same, only apologizes with zero real, straight forward explanations or solutions to resolve with the customers.
Business Response
Date: 03/12/2025
Dear ***** ******.

We again apologize for this experience, however we are unable to control any manufactory delays. Delays can occur for a number of reasons, and we try our best to keep our customers informed with the most current information when this happens. Our dates are tentative and subject to change.

As per our conversation on 3/5/25 you were also offered to reselect or cancel your existing order. You requested to continue to wait with the fair compensation of $546.01. We are continuing to work on this matter, our goal is for you to enjoy your new furniture. However, if the date continues to get delayed. It is recommended that you reselect or cancel this order.

*********
Resolution Supervisor
************
Customer Answer
Date: 03/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23029325

I am rejecting this response because:
I just talked to the North Canton store and talked with ***, the assistant manager. She informed me that my order was pushed back until 3/21 now, with no guarantees.
I will continue to wait for this order and accept the agreed refund as mentioned. In addition, as my order continues to be delayed, I would also like to establish a delay of delivery refund of 5% from the total original cost that is on my credit account. The original total cost is $3,640.09. A 5% refund for a delay of delivery comes to $182.00. Moving forward as of today, 3/12/2025, this is what I expect as compensation each time my order is delayed
This is in part to my time is as important an as corporate business. If I miss a doctor or dentist appointment of any kind, I still get billed.
I feel this is a fair request given Value City Furniture cannot guarantee a delivery date.

Regards,

***** ******
Business Response
Date: 03/16/2025
Dear ***** ******.

We again apologize for this experience, however we are unable to control any manufactory delays. Delays can occur for a number of reasons, and we try our best to keep our customers informed with the most current information when this happens. Our dates are tentative and subject to change.

As per our conversation on 3/5/25 you were also offered to reselect or cancel your existing order. You requested to continue to wait with the fair compensation of $546.01. We are continuing to work on this matter, our goal is for you to enjoy your new furniture. However, if the date continues to get delayed. It is recommended that you reselect or cancel this order.

We cannot accommodate your request for additional compensation if your order continues to get delayed. Please let me know if you wish to continue to wait on your order. Once I received your feedback I will began to process your refund for $546.01.

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

Customer Answer
Date: 03/17/2025
[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.
On Wednesday, 3/12, I talked to the North Canton store and was told my order did not make it on the truck because there was no room. Can you please work this out to get my order on this next truck?
I do not want to reselect and start the waiting process over. I will continue to wait for the furniture we chose and would like it to arrive ASAP.
I just want what I am paying for. This process and the lack of honesty from the sales team about delivery date expectancy is unacceptable. The customer needs to be informed before signing anything that there is no guarantee on delivery dates and could exceed 90 days.
I used to like shopping at Value City. After or whenever I actually get my furniture, I will never buy anything from Value City Furniture in the future. Plus, anyone who asks me about my furniture, I will encourage them not to shop at Value City Furniture.

Regards,

***** ******
Initial Complaint
Date:03/03/2025
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 purchased a $6000 couch back in Nov. got delivered a week later and it came damaged. I call to report it and they replaced some of the parts, however the replacement was even more damaged then the original. Since December Ive been waiting for the replacement to be delivered and they are a bunch of LIARS that keep telling me next Tuesday, next Tuesday. Its been over 2 months, and now Im still having the damaged couch without an actual date of when this is going to be taken care of. Still paying for the luxury couch that I am still waiting on. stay away from this store! For real. Im sure you can spend your money better and happier.
Business Response
Date: 03/05/2025
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 cannot find your order in our system with the provided information. Can you please reply with the invoice number, name, and phone number on the order?
      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,

*******
Resolution Supervisor
*************
************
Initial Complaint
Date:02/24/2025
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.
I order a sectional sofa from value city. The person that initially help was great. She stated that if I placed the order sooner than later they had so many in the warehouse I would be able to get it by Feb. This was ordered in Jan. ****** forward disposed of my furniture to make space for the couch supposed to be delivered Feb 23. Received a call a couple days prior stating there was a manufacturer delay they'd need to push my order now out until the second week of March. I'm stumped since I was told I wouldn't have that issue because they were available I'm the warehouse. Now I have no furniture in my living room and have to figure out what to do. I tried contacting my sales person who was very helpful to be informed she no longer works there. Tried calling the store abd talked to a ****** and explained the situation. He stated they were only waiting on the wedge piece and that he would talk to a manager ro see if they could take money off or see what they could do since I've already started paying on this and put a good chunk of money down. He stated he would call me back I'm 30 min and after 2 days no call. Called again talked to ******* who said ****** said nothing and did not note anything on my order. Explained my situation again and what I was promised, she stated she talk to the manager and get back to me. She called back 2 times letting me know she is trying to speak with the manager about it sounds like they couldn't be bothered or wanting to make this order right. Stated she'd talk to a high up manager and call me Sunday..nothing.I'm paying all this money and stuck now with nothing and told it's more than the one piece now. I want answers, I want my furniture and I Want compensated for all this.
Customer Answer
Date: 03/01/2025
You say the business is no longer however.I just bought it from there and the store is very much still there and open in North olmsted.**** as value city furniture. Why will no one help me.
Business Response
Date: 03/06/2025
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 of the invoice on 3/7/25, if there are any issues the store should call you.
Once you have a successful delivery, we can look at a discount.
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
I received my furniture and all recliners have something wrong. The one recliner, the motor doesn't work.The other recliner the head thing doesn't work and then the recliner in the middle has a huge stitch flaw that could cause a rip. After two days of trying to get through to somebody on the phone and only being able to get through messenger , I got to hold of somebody at corporate and they are supposed to. This whole process has been a nightmare.The customer service has been awful and it has been near impossible to get anything done.
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.
We see you have talked with our corporate office about the issues, and we are exchanging the recliners on 3/28/25.
Once you have a full successful delivery, we can look at a discount 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
Every time someone said that they were gonna handle this whether It was a discount or whether they were going to go above and beyond to make it right.Or they were going to call me back and never received a call ******* I can wait until the replacements are here and hopefully they work.But what is the guarantee that you guys are gonna actually reach out to me this time?And what the point of contact is to give me a discount for all this trouble. Not one person has followed through on promises or what they stated. It took me 2 days to get someone for the replacements and they had an attitude. I wasn't disrespectful just exhausted from all this.
Initial Complaint
Date:02/24/2025
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 purchased a bedroom set from value city furniture on 12/1/24. My bedroom set was originally delivered on 1/2/25 at which point multiple pieces were damaged(headboard looked liked it was a prev repair, tear in side rail, leg on night stand missing jewels, top two drawers on dressers damaged) along with the drivers stated the mirror to my set was on back order and it was on the back of their truck broken. I was then set for a service call for them to send a tech out to order multiple replacement parts and piece my brand new set together. The tech came out swapped the leg on my nightstand and now made it uneven and ordered more parts. On 2/12/25 I am finally delivered my mirror which is also damaged. and replacement parts that were ordered along with the tech came out the same day. They were able to swap the head board and side rail and 1 drawer on the dresser as one does not fit and rubs the paint on the dresser along with the night stand is still uneven, and I still have a damaged mirror. I have spoke with manager Ally who has terrible communication no follow up and acts like they are doing me a favor.***** has been the only one communicating along the way. I was suppose to be set for my 3rd swap tomorrow 2/24/25 and now they are calling saying it isn't happening and we will need to reschedule, after I have already been overly inconvenienced and took the day off work to be available. I paid $2,468.20 for this set and I still do not have a full bedroom set with no damaged parts. I am beyond disappointed with this whole experience. I have reached out to corporate who directs me back to the store and I have also requested to speak with *** the store manager who has been unavaible. At this point I want all my damaged parts dresser,mirror, and night stand swapped along with I need to compensated for my time and inconvenience.
Business Response
Date: 03/01/2025
Dear ******** *****,

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
After reviewing your order, our records show that you spoke with the store on 2/23/25. A even exchange was setup on 2/23/25 for an POSH NIGHTSTAND, POSH MIRROR ON 3/13/25. We can add an POSH DRESSER for a replacement as well, and set it up for delivery on 3/13/25.

Once you received a successful delivery on 3/13/25 we can process fair compensation for $362.26. This amount is 15% off of your total $2415.05

Best Regards
*********
************
Customer Answer
Date: 03/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22980029

I am rejecting this response because: I would like to accept the offer of having the dresser swapped out as well due to so many parts already being swapped and still having a problem. I have not heard anything from the store or corporate directly so who will handle the compensation after we have a successful delivery? I want to ensure I do not experience the same issues that I already have with the previous deliveries before stating that this is taken care of as I have already experienced not so great communication or concern from the stores management team.

Regards,

******** *****
Business Response
Date: 03/12/2025
Dear ******** *****,

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
After reviewing your order, our records show that you spoke with the store on 2/23/25. A even exchange was setup on 2/23/25 for an POSH NIGHTSTAND, POSH MIRROR ON 3/13/25. We can add an POSH DRESSER for a replacement as well, and set it up for delivery on 3/13/25.

Once you received a successful delivery on 3/13/25 we can process fair compensation for $362.26. This amount is 15% off of your total $2415.05

Best Regards
*********
************
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: 22980029

I am rejecting this response because: I received my delivery today and I did not receive a swap out of the dresser. When I got the email it stated the dresser was being exchanged today. I received a swap out of the mirror and nightstand. The new nightstand also has a scratch on the top. Which I have attached a photo of. I have now had 3 deliveries, and 2 service calls and will still have to have another delivery for the dresser. I would like to be contacted by someone from corporate in regard to this situation.

Regards,

******** *****
Business Response
Date: 03/16/2025
Dear ******** *****,

We received your feedback regarding your recent delivery. We apologize that they did not meet your expectations. We are working with the store to review options and we will contact you within 5 business days.

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

Customer Answer
Date: 03/23/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22980029

I am rejecting this response because: I still have not heard from anyone from the store or corporate. I still have a dresser with a damaged drawer that is unusable. The follow up during this whole process has been terrible and pretty much non existent. I would like to have the merchandise that I payed for in the condition I purchased it in. This Process has now been going on for more than 60days since the first delivery date.

Regards,

******** *****
Business Response
Date: 04/01/2025
Dear ******** *****,

Thank you for your patience as we continue to work on a resolution for you. Our records indicate that you have been in contact with the **************** and the Local Store.

On 4/1/25, a offer was made by the local store. The local store would like to offer you a refund of $1881.59 to keep the merchandise As-Is.
This offer includes your warranty.

Please let me know if you would like to accept this offer. If you would like to accept this offer, we would apply the funds back to your **** card on file.

Please advise
Thank you
Resolution Supervisor
*********

Customer Answer
Date: 04/08/2025
[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. I look forward to my refund being processed. I would appreciate If I could be sent a copy of the refund receipt to my email as soon as possible. Thank you.

Regards,

******** *****
Initial Complaint
Date:02/23/2025
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.
Value city has refused to pick up the 2 pieces out of three pieces of furniture that I ordered and refund my money SINCE NOV. 2024 !
Business Response
Date: 03/02/2025
Dear ********* Murray

We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
After reviewing your order, our records show that your order was scheduled to be picked up on 1/7/25. We apologize that we did not remove the remaining items by 1/7/25.
We have rescheduled you for the earliest date for removal 3/11/25. Please let us know if this date works.

Best Regards
*********
************
Initial Complaint
Date:02/22/2025
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.
I placed an order for a sectional online on 2/16/25 for over $4000. Delivery was scheduled for 2/19/25 as it is an item in stock. I followed up on Tuesday because the link provided had no updates. I was told on Tuesday, 2/17 that my delivery would be the 19th, but no time window yet. I was ok with that answer , and proceeded to get rid of my furniture. Wednesday I received a follow up that they apologize , but it would be here Friday the 21st and not the 19th. I had already gotten rid of my furniture at this time, but wasnt a big issue. Friday came , and still no updates online, no texts , nothing, so I called the store , and to my surprise I was given a time window and it was being delivered that day! Well they sent me a link 8 minutes before arrival , and in that link was my delivery, I immediately noticed that there was missing pieces of the sectional. Its 5 pieces and only 4 were being delivered. I called the store immediately. The delivery drivers pulled in (2 huge trucks following eachother ) and 6-7 people. I asked them how many pieces and they said they only have 4 , and I was in real time telling the manager **** this on the phone. I told them how I wanted it set up, that did not happen, I then asked to test it , because 3 sections are powered , and they said you can test it, you have 3 days and left . Might I add I paid extra for the delivery and set up. While on the phone she was very apologetic and said that should have been tested. Because of them setting it up in the wrong spots, I was unable to test it myself because it was not by the outlet like I had asked. She was super sweet on the phone, and said she was going to have the delivery fee refunded, and the missing piece would be out for delivery the next day ( today). She said she would call me around 12 to give me a time window. I thanked her and the call ended. No delivery today, store said they have no notes. And want me to wait u til 3/4. So dissatisfied and requested full refund.
Business Response
Date: 02/26/2025
Dear ***** ********,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the store has scheduled the pick-up on 02/27/25. Please call the store first at ************ to confirm the merchandise availability.
      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,

*******
Resolution Supervisor
*************
************
Customer Answer
Date: 02/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22977620

I am rejecting this response because:
No on ever called. No email sent to me, no communication at all. And have been trying to contact the store since they opened currently on hold for 52 minutes at this point.
and looks like the pickup date was changed to tomorrow , not surprised at all. And still never received my refund promised for the delivery. Still missing furniture and money.

Regards,

***** ********
Customer Answer
Date: 03/04/2025
Just a follow up. It is now tuesday, 3/5 , I do not have my furniture. the local store does not answer my calls, never refunded my delivery fee as promised. So I am still left with nothing yet they have thousands of dollars. I just want a refund so I can go do business with a reputable company. At this point they have stolen my money and refuse to communicate, update, refund, deliver, or pick up. I sure hope this helps get someones attention since they do not have a corporate number. And the store doesnt answer. This is so terrible. ******. I work so hard for my money and this is like someone stealing it from you and promising to give it back , 5 times over now and not coming through. If they were a person there would be a police report filed for theft. This is so sad how its been handled/ or lack of rather.
Business Response
Date: 03/13/2025
Dear ***** ********,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the store completed the delivery of your living room set on 03/11/2025.
      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,

*******
Resolution Supervisor
*************
************
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: 22977620

I am rejecting this response because: I thought they had to follow up on 7 days ? Its been way longer, but ok. And the furniture was delivered, damaged, and a new delivery date is now set for 3/25/25. Sooo here we are. And still have yet to receive the original refund of the delivery fee that was supposedly approved on 2/22 I have no words on this whole experience anymore.

Regards,

***** ********
Business Response
Date: 03/19/2025
Dear ***** ********,

      We sincerely apologize for any inconvenience you may have experienced. We want to put forth our very best effort to resolve this complaint.
      It looks like the Store processed the $200 refund on 3-13-2025 back on your card, and the delivery is scheduled for 03-25-25.
      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,

*******
Resolution Supervisor
*************
************
Customer Answer
Date: 03/19/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22977620

I am rejecting this response because: I appreciate the update. I did receive the refund of the $200 on 3/18 in my account. And am awaiting the delivery scheduled for 3/25. Will update when the issue is fully resolved. I will not say the issue has been resolved yet since I have had 6 or 7 reschedules in the past.
Thank you.

Regards,

***** ********
Customer Answer
Date: 04/07/2025
Reference number 22977620.

All the issues have been resolved. We have received all the furniture.
Thank you.

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