American Signature Furniture Reviews

When checking out, there was an item (A coffee table) that I was told wouldn't be available until Dec (we were in July/early August), ok no issues, take it off the receipt. I was looked at with a face when that was my decision. A brief discount "change" from 20% to 15% (I didn't think anything off it at the time, until I later realized our purchase order of over $7,000 would have still hit the discount criteria), so item now off the list, yet price still EXACTLY the same with it on there.

OK, no drama it is what it is. We agreed on a delivery date (ASAP) as I had family visiting from overseas (this was explained during discovery sales building stage). I received a phone call 2 days prior to delivery, confirming the order. On the call they tried to sneak in a lesser furniture option that we paid for, I questioned it on the call, then a hurry of panic as they realized I wasn't having it. A delay now in delivery, as they had to "reorder" that one in. Confused, I said ok. So a few days later after original scheduled date, delivery date arrives. Lo and behold another issue. 2 pieces missing from the 6 piece sofa.

Then a random rug delivery (one I didn't order), as I said it wouldn't fit/nor go with the style. (Ohhh that's where the same price, even with a piece removed comes into play.) I politely call them, and mention a delivery of a rug (I didnt order). Note I did order a rug (the correct one did arrive. This additional one? Zero use for). Asked if they could pick up when they deliver 2 missing items. So, a schedule delivery for a Sat, no issues, I want the missing pieces. (bearing in mind, I have family in town 6+ people), going to a sports game. A huge moment for them. Saturday, no call, no show. Sitting like a duck all day, to miss half the game. Fuming, frustrated. I give it 48hrs, before I call, to explain the situation. "Sorry about that, nothing we could do, that's on delivery". Interesting. The delivery fee I had paid for?

Cue a back & forth exchange I then get pushed back to the following Sat, as "now there is no delivery available for the week", I politely explain, we're pre planned, paid for, going to another sports game (months in advance, I should add), establishing their previous no call, no show. I'm not taking it to chance. The very last day my family are in town. At this point cancel my order of the missing 2 pieces, and collect my order. Low and behold, disgruntlement from the manager (who was awful to deal with), provides me with a refund number that includes (wrong price on wrong rug refund (low by $350), then the 2 missing pieces minuses a discount, a restocking fee), that was borderline obnoxious.

So, I go back physically into the store, face to face, politely, easier to communicate and much more professional, manager isn't there. No issues. Speak to next inline, who was helpful. We try to figure out, what's going on, why the delays, where the confusion, how can it be fixed. So Tues 26th August is the next day. OK cool, let's go for it. I get a phone call 2 days prior, a text 1 day before, confirming delivery. I confirm. Day of phone call 7.30am from driver, 15 mins out. Splendid, finally get this over with.

Driver/truck pull up to house. I see them from my window. So I go to greet them, low & behold they've driven off. Huh?? That's strange. So, I call the driver. "Hey...just confirming the delivery we spoke about 25 mins ago." "Sorry sir, it's not on the line, I forget to tell you. Call Customer Service." Guess when next availability is? Another week. Disgraceful, Rip off and unprofessional company. If you expect service go elsewhere. Avoid like the plague.

Need to reschedule? That’ll cost you. Need support? Good luck getting anyone to care. Their delivery promises mean nothing, and if there's a problem, you're on your own. I expected better from a national brand, but sadly, this is one of the worst customer service experiences I’ve ever had. Do yourself a favor and shop somewhere that values their customers after the sale. #CustomerServiceFail #AmericanSignatureFurniture #FurnitureNightmare #AvoidAtAllCosts

Ken and Tonia

At this point we have tried cancelling everything and putting in claims through the creditor to get our money back. Nothing Works!! We still get charged every month and still have only the table and no chairs. American Signature Furniture is a joke! The customer service is terrible. We call and call and never get an answer. These people do not care about their customers. They will let you buy something when they know is discontinued and you will now receive it. Again, TAKE CAUTION!

We waited almost 3 more weeks for the right piece to be delivered. Yet again they showed up just to pick up the wrong piece and didn't bring a replacement. I called the Kennesaw location multiple times, talked to several managers that said they were "so sorry and get it figured out immediately" then we were ghosted from then on. They screened our calls when I tried to call the store. Eventually I needed to call Corporate in Ohio just to get through to someone. We have yet to receive the final piece of the couch and it has been almost 3-1/2 months. Corporate has done nothing to help, we were told 3 different times that they would come pick up the couch and we would get a full refund. This has not happened yet, in fact two times they scheduled a pick up date in which my wife waited at home all day for them to no call and no show us.

Now we have opened a claim with our credit card company and still have a partial couch sitting in our garage. After almost 100 phone calls, many promises broken by ASF and the worst customer service I have ever received I am giving this store a 1 star review. I just don't understand how a company can still be in business when its associates and management act in this manner. Would not recommend buying anything from any location.

A few days before the January 26 delivery date we were contacted and informed that the delivery date would be pushed up another month to February. My husband was not happy, but I insisted that we be patient and wait for the furniture to arrive. We could wait another month. Fast forward to today, February 19, 2025. Two days before our furniture is set to be delivered.

I’ve already sold my previous sectional to make room for the new furniture. I am currently sitting in an empty living room. The furniture company American Signature, informed my husband that only three of our seven set piece was going to be arriving, and the other four pieces wouldn’t be arriving until August 2025. August. No apologies, no concern or care. Just a very blunt statement. They offered no other recourse for us other than to cancel the sale and refund our money. I spoke to a manager named Matt today. He was able to give me the detail that the manufacturer of our furniture was based in Vietnam. Back in November 2024 when we ordered the furniture, they had updated their logistic system. This caused several issues with incorrect delivery dates.

So in effort to prevent others from going through this, please know that although the cascade line from American Signature, which features heat and massage, is lovely, it’s probably not going to be readily available until the manufacturers gets their logistic system under control. In the meantime, I wouldn’t recommend anyone to purchase from American Signature in Jacksonville, Florida. I would also highly recommend that Hannah be fired immediately.

Getting in touch with this location and even the national team is next to impossible (probably because so many people are having issues), so be prepared to have to go in person to resolve any issues. We are 3 months post our order and still waiting on one of our pieces.. Credit where credit is due, I spoke to them about the first round of delays and they did add a ~4% discount to our order, but at a certain point, you just want your furniture especially if it's in your core living spaces. I would not buy into any of their 'we treat you like family once you're a customer or card holder' pitch. Wish I read a review like this before doing business with this company so hope this helps!

Later on that day close to 3pm, I received a notification that the delivery time got pushed down to 4:00pm to 7:00pm. I made another call to the customer service number and left my phone number for them to call back as I did not reach anyone for a while. They returned my call and I had to explain again that my building will not be able to accept furniture delivery after 5pm and I will have to reschedule another delivery date since they pushed the time down later. The person I spoke with told me that I would be charged a fee for not calling 24 hours before the time they changed to later. I explained that I had already called earlier and spoken to someone about the same situation and that I had to call again since they rescheduled my delivery for later than the original time.

The person I spoke with then attempted to call the delivery store and told me they tried calling everyone at the store including management, but no one picked up her call. She proceeded to tell me that she wrote a detailed email about my situation to everyone at the store including management, flagging it with high importance. She told me someone will give me a call back by 9PM that day (12/11/2024) since that is when the store will close. Delivery date comes (12/12/2024) and at around 9am I received a notification that the delivery time got changed again to the 3:30pm -6:30pm time window. This day I waited home all day for the delivery and waited for a call back from anyone from management. It was then past 6:30pm and I checked the delivery link to see if they were still attempting to deliver and I saw that the driver still had a couple stops to deliver before even reaching me.

I waited and waited, and as it got closer to 7pm the details of the driver’s route disappeared, and I was no longer able to see any updates on delivery. I made 2 calls to customer service by this time as it was past the delivery time and I could not see anymore details about the delivery. I explained the situation again to a customer service rep and tried to reschedule another delivery date since the driver never made it to my building and I was never contacted or notified of any updates on my delivery. The person I spoke with told me there was nothing she could do and I would have to call the store number during business hours tomorrow to reschedule delivery.

The next day 12/13/2024 in the morning I called the delivery service number and ask them if I am still getting my sofa delivered. The person I spoke with said that the next available delivery date would be 12/27/2024 but she told me she would find out if I could get the delivery date moved closer. She told me she would call me back. I waited for the callback and did not get a callback. I called them again after 3pm and requested the same information. I spoke with a different person and they rescheduled my delivery to 12/17/2024.

The new delivery date comes which is today (12/17/2024). I did not get any calls or messages or emails confirming my delivery date or time prior to this date. I was not aware if they were going to attempt any delivery today. I called the customer service number this morning to request a refund on the sofa. The person I spoke with stated that It is suppose to be delivered today. I told them I never received any notification of what time they were attempting to deliver. She transferred me to a supervisor to help me with the refund.

The supervisor proceeded to tell me that I will not be refunded the delivery fee for the first attempted delivery date. I told and notified them that they did not attempt to deliver to me and I made calls that day to reschedule another delivery date when I saw they changed the delivery time. I was told that I would get a call back from a manager that day, and they never contacted me. I have had to be the one to call this company multiple times, and didn’t receive much support on this issue. I would have appreciated to receive a full refund on the sofa including the delivery fee especially since I did my part in notifying the company ahead of time to reschedule a delivery date but they failed to communicate with me and handle the issue.

I then contacted customer service via the chat feature on their website to express my dissatisfaction and requested to return the recliner since I had canceled the other two pieces. I was informed that it was up to the store whether they would accept the return and that I might be charged a 15% restocking fee. To make matters worse, when I asked for a corporate contact number, I was given 888-751-8552, which turned out to be a non-working number. I was left without any way to escalate my complaint. This level of service is completely unacceptable. The lack of accountability, unhelpful customer service, and poor communication are reasons I would not recommend this company to anyone. Save yourself the hassle and shop elsewhere!

They didn’t call and the driver was here for 12 seconds. I have everything recorded on my camera. Right after he left in 3 seconds I called him 5 times. He didn’t even answer me. When I called the delivery manager he start yelling at me and saying, "Is your fault. You didn’t open the door." I told him his driver was here for 12 seconds and take off quickly. He said, "There’s nothing I can do about," long story short I make the worst mistake in my life. I should have gone to Macy's. It’s was my first and last time shopping with them. Please take a mint and think before you take a step inside this store. Thank you. 9/11/2024

Now, we just purchased a dining room set online and it was recently delivered last Monday. Guess what? All four chairs needed to be returned because the finish was scraped off, the leather back on one chair had some sort of bubble in it and one other chair was loose in the back by the seat. The 3rd-party delivery team, who came into the house cursing and smelling like weed) supposedly made a note of the return on the order so that ASF could schedule a pickup and replacement of the chairs and someone would contact us by Friday, and if not, to give them a call on Monday, which we did because nobody contacted us nor knew anything about the replacement of the chairs at the store.

We have been so frustrated with ASF that we asked them to pick up the entire set and we’ll order from somewhere else, which we have. Yesterday, Sept 5th, the team was suppose to pick up the furniture between 4:45-7:45pm, but around 7:50p we had to call them to see if they were still coming, only to be told by the store rep that she had to contact dispatch to find out what time they’d be here since she didn’t have that info handy; we were told in 25 mins the driver would be here. Still, at 8:45p, nobody showed up to pick up the furniture or call and I’m sure the phone number was on the work order. This morning we were told that the driver had a family emergency and the other gentleman that rides with him was unavailable. Really??? Needless to say, ASF has lost our business entirely, and we really liked their furniture better than Ashley’s as being more contemporary.

Then when the delayed date comes up I am told everything will be on the truck but when they arrived I’m missing the table and chairs. When I call they tell me the guy told me wrong and sorry. When they finally do deliver the table it’s missing a chair, which was finally delivered. Awful experience. I decided to take a chance again recently purchasing a loveseat and couch. I purchased online for delivery. Would be delivered in a few weeks. Get notified by voicemail about a week out that it has been delayed by about 3 weeks. When I track my it was also changed to pick up.

When trying to call to speak with someone any option you choose just rings and rings. I called several times, several different days before someone finally called back saying they saw my missed call. The guy changed it back to delivery and said there was an earlier delivery date for August 22 instead of September 6th. So I said, "Yes, please." So on August 21st I got rid of my old furniture to prep for delivery of the new only to find out that it was now changed again to August 28th without being notified. I try calling and again no one will answer the phone. This is awful service. Would not recommend this place at all!!