Consumer Complaints and Reviews
Delivery. I purchased over $2000.00 for a bedroom suite January 1st. They didn't have all the items in stock and said they wouldn't have it until February 7th. I had no problem with a delivery of February as it was my day off. On the 6th they called to confirm a window of 2-4 pm on the 7th. I scheduled my day around that. On the morning of the 7th they called and again confirmed 2-4 pm and told me the delivery would call a 1/2 hour before arrival. It is now 4:31 pm and no call. I checked the status of delivery on the website and it is now scheduled for arrival at 7:52 pm! Totally unacceptable as I have other errands I have to take care of. BUYER BEWARE!
I ordered a sofa, chair, and sofa table and took the day off to receive the merchandise. The chair wasn't delivered and nobody notified me other than the delivery guy to say it wasn't on the truck. I called and wasted 45 minutes of my time asking to speak to a manager. I was told by the Carol that it couldn't be delivered for another 3 weeks, when I asked for a manager suddenly the chair could be delivered on Saturday.
Here we are Saturday and no furniture! I received a call confirming my delivery from 8:30 am to 10:30 am. Today's story is that it won't be delivered until Wednesday because there is a "note" stating they couldn't reach me! I spoke to someone and confirmed my delivery, I have a record of the call! I didn't receive not even an "I'm sorry" until I spoke to the store manager Maria. Even then, nothing was offered to make things right other than "We can pick up your sofa and refund you or deliver next week." I am so beyond irate for the service, waste of my time and money. Don't buy from this company, not worth it!
I purchased a living room set, sofa, love seat and chaise, coffee table and two end tables. A high rise dining room set with the high chairs... Ok where do I begin... Ok within the first few days, the high sitting dining room table was wobbling, so I tried to fix that and it got a little better but it still was wobbling. The chairs that go with it, the screws CONTINUOUSLY fell out with the slates that hold the chair together.. so I have been CONSTANTLY screwing these screws in... and they STILL come out!!! The footrest on the two of my chairs have broken, the bolts underneath the seat of the chair CONSTANTLY come out... it's ridiculous!!! When I bought the furniture, I purchased the warranty. I think it expires this year. The lady told me that they didn't have my type of furniture anymore. It's discontinued. And for the warranty to work, the furniture has to have damage that's irreparable...
My cushions in the sofa are SOOOOOO low and this furniture is still practically new. The arm of the sofa cracks and moves really bad... My coffee table and end tables have skid marks on them where the wood paint came off... The love seat and couch pillows always separate... I WILL NEVER EVER IN MY LIFE WASTE MY MONEY AT THIS PLACE!!! The stuff catches your eye when you walk in, but the QUALITY of the furniture is HORRIBLE!!! If I could rate it 0 stars I would!!? I should have spent my money at Rooms To Go because I KNOW that their furniture is awesome. I have had theirs before but lost everything I had because of a best friend's doing. I know next time... You live and you learn.
Purchased living room set for $2053.00 February 2014. Was told had lifetime warranty and receipt stated so. The headrest "leather" is now peeling off and the local store and home office have offered $880 store credit. That is totally unacceptable to two old people on social security.
I purchased furniture from ASF for my family room December 23/2015. When deliver there was defects. They switched it out. Less than a year the middle part of the sofa collapses. I switch out this furniture for a new set because it had been discontinue. Pick out a new set had it delivered the couch, loveseat, chair defected. Called ASF, loveseat has been discontinued. They had the nerve to tell me that the first set was being offered by a new manufacturer. If ASF is behind it no way on earth would I want that. This company sells absolutely junk. And they don't want to give your money back. I am going to hire an attorney. And if you are not careful they will cheat you out of your money. I will never shop with them again. I would buy from the thrift store before I buy anything from them. If they offered me free furniture I would gladly turned it down. If you are looking for good furniture do not shop from ASF!!!
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When I first went into American Signature I was told if I buy the warranty I would receive a whole new set of chairs. So I bought the warranty... who wouldn't. So as time went by the trim in ALL the pillows broke like a little stick would break. I went to American Signature in Nov. 2015 at Lithonia GA at Stonecrest mall location. I showed them pictures of the pillows trimming. They tell me that they can only change all the pillows after I told them that the salesman told me if something go wrong I get a whole new set... so I said OK come change the pillows. About 4 months go by I had to call corporate which is Value City because I did not get my pillows... so I took off work cause they sent someone to bring new pillows BUT he did not have everything. So 3 more months went by I called Value City again which is American Signature corporate office and complain again.
I was told a manager was going to call ME BACK... I'm still waiting on a manager to call me back... still nooooooo call from a manager. So a couple weeks later the American Signature store at Stonecrest mall call me on a Monday to say they sending someone to my house tomorrow on that Tuesday. Thanks for the notice. I was not able to be home that next day cause my type of work is... I don't go to work I don't make money. Here it is A YEAR LATER I'm still waiting on my pillows. American Signature/Value City Furniture will NEVER EVER get money from ME or my family again!!!
On Sept 27, 2016 I purchased a living room and dining room set from American Signature Furniture in Madison, TN by Rivergate Mall. They scheduled the delivery for Saturday October 1. On that Friday Sept 30, I got a call from Brittany, a worker at the store I guess, and said that my living room set had came in damaged and it wasn't their fault. First, that's not what a customer wants to hear. I asked Brittany so what can be done to accommodate me since I had spent over $2500.00 for this furniture. She said they would order a new one but it wouldn't be in for another 2 weeks. I told Brittany that is unacceptable and that I would be in to get my money back for the entire order. The store manager called me back about 30 minutes later, and said they could deliver the display, and on October 5, my new living room set would come in and they would deliver it, and pick up the display.
I told them I was fine with that. We had scheduled a gathering at our home for that Sunday so that would work for me. Well. Oct 5 came, and no delivery. The weekend came, no phone call or delivery. So I called them on Sunday, yesterday, October 9, and of course Brittany answers the phone. I asked her about my furniture. She said no one never ordered my new living room set. I said WHAT??? That should have been ordered when the damaged one came in. So you mean to tell me, you all were trying to leave me stuck with the display. She placed an order and said they could deliver Saturday. I am so disappointed in American Signature, and the way they treated me. I will never ever purchase anything from this company again. That's a bad way to treat your customers.
I bought over $4,000 worth of furniture in that store. All delivered damaged, waited weeks that turned into a month to get replacement between all of the changes in the scheduled deliveries which were every other day. Had I read the review on this store I would have never bought anything from them. They are horrible and the customer service in there is worse. Keeping you on the phone waiting, promising to call back and not. Making excuses after excuses and apologizing. I would never send someone to this store or company. Not even If I had a worse enemy I wouldn't send them in that store.
Last incident that really did it was requesting replacement for the pole lamp and after weeks waiting for delivery they brought two table lamps. They make you wait all day before they arrive with your furniture. Twice we waited and they didn't even come. Called and they stated "Someone should have called you. Can you get to that". The worst store I have ever experienced in 42 years.
We purchased a couch from American Signature Sawgrass, Florida & 2 years later it was completely falling apart. The material is literally peeling off in chunks. No animals are in the house & they are not frequently used. In fact they are now in the garage since they became so bad. We called customer service & were told that they were no longer under warranty. We questioned the quality of the product since the couches should not be falling apart already & we were told that they realized that it was a bad product & discontinued selling it but there was nothing they could do for us. Really? Is that how it works?
Further, we also paid for an extended warranty on our coffee table seats & when they were stained we called the company to set up a meeting. They called us back, we called them back & then they never called again. When we called to find out why they had not come out to repair them yet we were told that 14 days had gone by (that they did not return our call). So now in order for the warranty to be valid we have to pay to have them professionally cleaned & then they will reinstate the warranty.
Basically, this company from our experience produces very poor products & then refuses to stand behind them. We have called multiple times & have gotten nowhere. We will not buy products from them again unless, they were to somehow prove that they are an upstanding company. For now I warn you to AVOID these products. Very disappointing.
I do not know how this company manage to stay in business. They are by far the worst company ever!!! I bought a chest on hire purchase 6 months same as cash. I asked the CS what was my pay off and when she told me the amount of pay off but did not stress the date, which would have been a mere five days later, had I known I would have paid it off so it ended up costing me an additional $540. When I tried to dispute it the CSR was so rude. Recently I bought a dining table which came damaged and without the leave. I sent that back and then I bought a desk that came damaged and parts missing and it is just one story after another so now I'm having them pick that up too. Long long story. What is the recourse for companies that bait and switch? They are the worse!!! I feel like speaking to an attorney to see how you have companies like this close down and reorganize or something because they are in the business of pissing people off.
I made a purchase of about $6500.00 with this company and all with zero interest since I paid it off early. This was a couple of years ago. Today I want to make another major purchase and they have closed my acct. I called to ask why and she said "No idea". This was a bad decision on their part. My FICO score is over 800, so it's not like I am a risk to them. Well, guess what folks. I will now buy my furniture at another store. Next time you close an acct have a reason to do so and then the common courtesy to advise us. I don't need your store... You need me.
My daughter and I purchased the fabric protection plan and both our bonded leather sofas are deteriorating and they don't cover this even though WE are within the insurance time period. The insurance told her that they only cover non-seating areas. Why would American Signature even use this Insurance?? BAD BAD BAD. Orlando Store.
I purchased a leather sectional in 2005 and two foot stools for around 2500. Within 5 years they started peeling. Now I have to keep the couch covered. This can't be real leather. I have another leather sectional from the seats outlet that I purchased 3 years before the American Signature piece and it still looks new. I contacted American Signature and no response because it Is out of warranty. See pictures.
I bought a dresser and as soon as they delivered I notice it was damage in the front. I contacted them and they order another one. That what I thought but when they delivered the second time I realize they fix the one I had first and which I told the owner that I want a new one. They sucks. I'm never coming back to this ** stores.
When making a purchase from American Signature Furniture beware of bonded leather and the warranty offered! I purchased a sectional with chaise at $1000 in 2012 and within 2 years the seats and seams began cracking and peeling and now we need to keep them covered in blankets! We cared for the furniture as directed and still do to maintain what we can. One cushion is completely peeling and we will soon be just sitting on under cushion. Uniters (the warranty company which we paid $185) came to check the sofa and claimed it was a manufacturer's defect and needed to be replaced, but the store we had purchased it at closed.
We went to the store in Allentown and were told to contact corporate who could help us, and the manager assured us that it would be taken care of as they have been having problems with this. To our surprise, ASF is only willing to give us a $199 credit (20% of purchase price) towards new furniture! That covers the warranty - why would we buy there again?? This company needs to own their shortfalls and reimburse all consumers who have purchased these pieces! There are numerous similar complaints regarding this issue. Our furniture is still under warranty (for 3 years) and something needs to be done.
We purchased a Monterey Sofa and chaise lounge back in 2011 for about $1000 from Value City in Naperville, IL. We were so excited and were encouraged by the Value City sales representative to go with bonded leather for endurance and a rich look. Just about two years into owning the couch it began to crack and peel. We literally had pieces of the couch on the floor and sticking to our skin. It started slowly and has since been a growing and an embarrassing problem as the entire couch is peeling away.
We contacted Value City which was not willing to help in any way since we had not purchased the extended warranty. As the problem progressed we reached out a second time to demand contact information for the manufacturer of the couch. We were then referred to Kroehler which also is related to and known as American Signature who appeared at first to listen, look at pictures, admit there was a problem and want to help.
We then waited and waited with no luck and or follow through. Eventually communication was lost and we received no response. Fast forward one year to 2016 when NBC aired their segment on peeling couches in the Chicagoland area. We then contacted them who through their Consumer Investigative Center agreed to help us finally. We then had a glimpse of hope from a representative from American who after being contacted twice by NBC called us. Again at first very helpful, listened and asked for pictures.
We were told one price for a store credit over the phone without them looking at pictures. The next day the price of the refund went from 60% to 20% because they realized the couch had no warranty and was now five years old. After explaining that we had tried to contact Value and Signature earlier on the price was then changed to a different amount. Never once did anyone ever say "we apologize for the inconvenience," instead it was stated that "without a warranty we really can't help you."
Warranty or not these bonded leather products are defective. Stand up, admit it and do what is ethically right, refund the customer the value of what they paid for the product. This has been frustrating for so many people and hundreds of the same complaint yet the company is not honoring their customers. I am very dissatisfied with the lack of customer concern and support.
This is the most pitiful contracting delivery company. I was given a time only to call the day of delivery to find out that there was miscommunication. My time was 9-11, now the time is 11:30-1:30. I called several times to the Camp Creek location that is in charge of delivery...GHETTO and too much smacking the lips. I was told that he was checking on the truck. 3 hours later, nothing!!! I asked for the manager's phone number of the contracted delivery. Her phone number is private. Business owner with a private number. No call back from her (Melissa) and nothing from her foreman. American Signature need to dismiss this contracted company.
It is 4 hours later and still no furniture. I called several times and Brandon I still checking. This is the most distinguishing delivery company that I EVER had to deal with!!! The Morrow store bent over backwards to make this delivery work, but with the I don't care attitude from Brandon and the delivery crew it's been 6 hours furniture still not here and Melissa hasn't called to this day. Asked Brandon to check on when I could expect my delivery, he replied "do you want me to inconvenience other customers?" I am inconvenience as we speak. I refuse to have a delivery anymore. I was too inconvenience all day!!! Thank you the angry customer. I thank my Morrow store, corporate office for making it go smooth although I was at an inconvenience.
I have been a faithful customer to American Signature for over 10 years. I still have a leather recliner from American Signature that was purchased when the store was called Value City. That recliner has been the best recliner ever I owed. Now just about every piece of furniture in my house is an American Signature furniture. I would recommend this company.
Value City Furniture d/b/a American Signature Furniture sold me a (4) piece sectional sofa, with (2) cup holder additions, which the salesperson advised was 100% full grain leather on 2/2014. My receipt says "Pure Leather" "LTHR - St. Malo BRN" - This item started peeling with 24 months, following purchase, because the dark brown color is sprayed on tanning/dye on the surface. All their leather furniture is made this way. At no point did the salesperson/company disclose that the color is not throughout the leather. This sprayed on brown leather which was hidden by spray tanning continues to rub off, peel, fade in multiple areas.
This was the second sectional that peeled in this manner, so I asked for a refund of $3,653.31, which I had paid!! I could purchase a real Full grain leather sofa elsewhere. Within a few years of normal use the unit peeled and it will eventually completely peel across the leather seating area, like the first one, making it a complete loss. The company has completely refused to issue a refund. However, they did offer to replace this unit with the same quality sprayed on unit that was previously sold to me, with a pure promise warranty. This pure promise warranty eliminates the full 7 year warranty I have from the original purchase, plus it doesn't cover the peeling that currently exists. I would high recommend doing your research before making any purchase decision (Full Grain, Top Grain, Genuine, and Bonded Leather). Don't lose out on your money and furniture.
I bought two recliners. I got the warranty on both of them. After 18 months one that had a USB burnt & I happened to be beside it so I unplugged it before a fire was started. I called for the warranty & they said it would be 7 to 10 business days before they would be here. 11 days & the tech. came & taken some pictures & I asked what they would do about this matter. He said they would call & with no call I went to the store in Daytona Beach. They tell me it will be 8 to 10 weeks. So they yest tell me to wait.
I'm a customer from Atlanta, GA and I visited your store in Kennesaw, GA. This is a horrible place and I would never go to this place again. I have being contacting American Signature people for the last 5 months but they never provided a solution. I purchased furniture worth of 5K last September on Labor Day deal - 48 months interest free. But I never received 48 months free instead it was 6 months interest free. I have being talking to many people in the store - Sim ** (my salesperson), Jason (previous manager), Jerold (new manager), the people in the back who handle credit cards with Synchrony bank (Lorri) BUT up to this moment they have done nothing.
I used to call them every other week and every time their answer is "This time the problem is fixed and next month the change will be reflected on my statement". But that next month never came by. I'm utterly disappointed with the place. I visited the shop 3 times as well and they accept their issue and promise to resolve ASAP. Last time there was a new manager who took the case said he is going to call me back on last week. No surprises that he never contacted me. At this point I'm really fed up with these people.
I purchased a leather sectional with chaise lounge and ottoman. During the purchase I was sold a 4 year warranty on the furniture. Less than 2 years (approx. 1 yr and 6 months) into owning the furniture the leather started to bubble and separate. I contacted American Signature Furniture to resolve the issue and got the runaround. I was referred to a couple of companies to repair the damage and was told that the damage was a manufactures defect. The bonded leather was separating. I contacted American Signature Furnitures warranty company and was told that the damage would not be covered. I will never purchase another piece of furniture from American Signature Furniture again and would advise anyone that does to beware of defective products and a worthless warranty. American Signature Furniture is a complete waste of money and time!
I bought a living room set from American Signature Furniture with all the warranty they had to offer. 6 months after buying the furniture it starting falling apart and they do not want to warrant the major things that are happening to my furniture. I hope they lose all their business and shut down!
I really want to thank whoever created this page because at first I thought it was just me. Now I know there are literally hundred of similar complaints. The quality of ASF's furniture has gone down below the neighborhood store that sells by placing stuff in the parking lot. I purchased a sectional, mattress set and extended warranty. When we purchased the warranty we were told it covered "ALL" damage to the sofa. That the mattress had a special warranty and if we wanted to keep the mattress warranty intact we were required to purchase a special mattress cover which would be replaced free of charge every 3 years. The salesperson stated if it broke, collapsed, was burned, cut or had any damage to it it would be replaced.
I explained the reason we were looking for an inexpensive leather was it was going in my den where we often ate while watching tv. It had to be comfortable because it was lounged on and we often fell asleep on it. I told them the only reason we were replacing the one we had was because the love seat had collapsed. I was reassured no matter what damage happened to the sofa it would be replaced if it could not be repaired. We picked up the me. The first problem is the sectional is completely different than any sectional I have seen with the sofa actually being the love seat. We got the sectional home but could not one part into the house. It appeared the love seat was in fact a sofa. I took photos and went back to the store where I was assured I had been given the wrong part. They stated they would deliver the correct sectional a few days later.
When the deliver date came, the manager called me before 8am and began to argue I had the right pieces. His tone was abusive and demeaning. I hung up, He called back and I told him to come look at it. He came and said the pieces were correct and this particular sofa was made differently than most. The love seat was actually the longest piece. (The diagram in the store called it right or left love seat and was very misleading). When the delivery people arrived, one of them stated the frame had been broken. I then reminded him I had insurance on it. Well to make a long story short, I got the run around about fixing it.
However, during the process, like another poster here, I discovered a separation between the corner pillows. A repair person was sent out who stated it was indeed a manufacturer's defect. Almost two weeks went by and I called the store to find out the status. At that time I was advised by the manager he was not going to do anything because I had "abused" the section. I was never told it would be up to the manager to determine whether or not the warranty would be honored.
I am still in the process of determining what steps I can take. I have called the corporate office and got no response to the issue. I will tell anyone the CURRENT AMERICAN SIGNATURE FURNITURE IS NOT THE SAME AS THE OLD ONE. BTW I previously purchased a leather sectional which is in excellent condition and a mahogany bed which they no longer make. It is also in excellent condition.
I purchased a leather couch, love seat, and accent chair, which all have the power to recline with electricity. However, the chairs themselves are not comfortable at all to sit on. And now the cushions are sagging out so that when I sit on my love seat I can feel the wood inside of the chair. The sagging is happening in all of the chairs. I have complained about the love seat initially and it was replaced. Now it's sagging again to the point of being so uncomfortable. I knew the warranty was only one year and I let it pass by accident. So now I have a Pure Promise protection on these chairs that the leather is in perfect condition but the structure is the worst I've ever purchased. I want an exchange but I am thinking I'm stuck with this stuff.
I have a very bad experience with them in this Thanksgiving season. I placed an online order on last day of sale. I ordered furniture with a free shipping and no tax. But finally they processed the order with shipping and tax and they removed the protection plan as well. When I call them, they not even locate my order. Please don't buy any stuff from them.
We purchased an entire living room set 4 years ago, as well as a protection plan. Every piece of furniture we purchased started cracking, peeling, and completely delaminating. We called the warranty company, told them the problem, only to be told they don't cover that. They would have, however, covered the dog splitting it or the kids writing on it, but it being an American Signature defect, it's not covered. To make matters worse, they sent a repair specialist to come take a look, who clearly said to us American signature knows of this problem with their furniture, but will do nothing about it. Horse crap!
This furniture is junk as well as this company! They are rude, they are liars, and they do not stand by their product. Horrible customer service. We will never buy a single item from American signature and we will advise every single person we know, not to purchase anything from them. We have already deterred several friends to shop else where.
We purchased a living room set from American Signature Furniture in Phila, Pa on October of 2013. The set consisted of a recliner (single), a reclining sofa with a fold out table in the center and a reclining love seat with cup holders in center. It was the Park City line they sell. In September the single recliner would not close and screws fell out from the underneath. Upon further inspection the steel arm (part of reclining mechanism) was broken. Also the arm rest where you would put your elbow collapsed. The right side of the reclining mechanism on the sofa also broke and will work at all.
Also the fold down shelf in the center of the sofa collapses when anything is placed on. When sitting on the sofa the stuffing has shifted and feels like you are sitting on 2x4s. The love seat has lost a spring (found when cleaning under it). The quality of this furniture is bad and we called for warranty service. The warranty company spent less than 15 minutes looking at furniture. The furniture has a limited lifetime warranty. I received a call from American Signature Representative to say "there is no defect in any of the furniture". It was made with inferior material and we feel we have been ripped off.
Let me start out by saying I worked for this company and in fact, opened the store as a salesman in the very store I'm complaining about. My wife and I purchased one of their mattresses that had one level of softness on one side and another on the other side. It lasted about 4 months and literally sunk in the middle and they let us come back and pick out another one (different model). That was about 3.5 years ago. Now, this mattress has dipped on the edge (my side) which makes for a somewhat uncomfortable sleep at times.
We went back to the store and spoke with the manager, telling him that we had already picked a mattress out at The Original Mattress Factory and would like a gift card, at prorated value, for something else in the store, as we do not want another mattress from them, to which he said, "Sorry, but I can't (won't) do that. You'll have to get another mattress from here." I'm sorry, but in my mind, if you truly want to keep your customer, you try to do whatever, to please them and after I told him we'd be taking our business elsewhere, all he had to say was "okay" and he walked away. We will never do business with them again and Ashley Furniture will be getting it.
Purchased the loveseat in Dec. 27, 2013. We purchased a fabric protection. After a couple of weeks the cup holders went from shiny silver to black. Found out from visiting the store, all the cup holders were like that. All you had to do was scratch it off by picking up your cup. After that one of the motors went out so they had to replace the whole set. This new set did the same thing with the cup holders and now it has decided to peel everywhere. They said it was natural wear and tear from oils on your skin, (even places that the skin don't touch). So the warranty we got is worthless cause it doesn't cover the type we have. They have refunded our money for the warranty though. Never again will I buy furniture from them.
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American Signature Furniture stores are concentrated mainly in the Eastern half of the country. The company offers traditional furnishings, as well as home decor accessories and outdoor furniture.
- No credit financing: When you're ready for a new dining room set but your budget doesn't quite agree, American Signature Furniture offers a 90-day, no credit leasing option. You pay as you go after the furniture is delivered.
- Direct shipping: Many areas qualify for "direct to your home" shipping, saving you a trip to the store and delivery costs.
- Double the difference guarantee: If you find the same item at a different store for a lower price, American Signature Furniture will refund you twice the difference if it's within 30 days of your purchase.
- Easy Pass shopping: Easy Pass shopping lets you browse and select items online and then see these same items when you visit in-store. Just give an associate your email address to pull up your cart.
- Large in-stock inventory: American Signature Furniture keeps a large inventory of in-stock items so you don't have to wait for weeks to get your new furniture.
- Best for Cost-savvy shoppers, families and professionals.
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American Signature Furniture Company Profile
- Company Name:
- American Signature Furniture
- Year Founded:
- 4300 E. 5th Avenue
- Postal Code:
- United States