Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a chair on 11/8/2024. I was told when purchased it could be picked up on 12/17. That was moved to 12/21. It was then moved to 1/17. It has now been moved to 3/14/25. That is 4 months from the order date and 3 months after originally told I would receive the furniture. It is not right how a company can take your money and not deliver goods.

  Business response

  01/28/2025

  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 have been experiencing some vendor delays regarding some items.

  We see that the pickup is set for 3/14/25, please note these delivery dates can change depending on the availability of the vendor.

  Please accept our sincere apology.  Once you have a successful pickup email or call us back and we can review a fair compensation for your experience.
  If you have any further questions or concerns, you may contact our ************* Team at ************.

  Sincerely,

  Joy                                                                                                                    

  Resolution Supervisor                                                                                   

  American Signature Inc.                                                                                              

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

  Customer response

  01/31/2025

  [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,
  
  *** ******

• Initial Complaint

  01/26/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 6 piece reclining sectional on the 24th of November 2024 at the Value City Furniture location on ***************. Pick up was scheduled for December 3rd 2024. I arrived at the Value City location on *********. In ********* for pick up and was given six boxes, 5 seat pieces and a console. When I got home and opened all boxes and arranged the sectional, we noticed that there were 2 right armrest pieces instead of 1 right and 1 left. I called the Sardis Rd store right away that same day and explained how I was given 2 right armrest pieces. The customer service **** shared that in the system it showed the left armrest had not arrived to their warehouse yet, and asked me to return the right armrest. I would have to pick up the left armrest.However, I explained that I lived almost an hour away, I should not have to fix the error the warehouse worker had made in giving me the wrong piece. I asked for them to deliver the correct left armrest and pick up the extra right armrest when they made the delivery.She said she would let a manager know to get that done. The next day I called to find out when the scheduled delivery would be, they didn't have a date yet but scheduled one at that moment for December 28th.I called to confirm the delivery time December 28th, since I had not received any calls or text to confirm delivery. The customer service representative said no delivery was scheduled. **** were not sure when the left armrest would be available but would let a manager know. **** supposedly created a new invoice to correct the mistake. Someone would contact me to set a delivery date again.I called 2 other times in Jan. and I keep getting the same message from each customer service **** **** say they will let the manager in charge know and set a new delivery date.I even shared that I understand how busy they are I just want the left armrest that is missing.I shared I would be filing a complaint and still no response from anyone.

  Business response

  01/27/2025

  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.
  You are set for delivery and pickup on 2/6/25.
  Once you have a successful delivery, we can refund 10% of the invoice for all 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 response

  01/28/2025

  [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 greatly appreciate BBB for their help in getting a quick resolution.
  
  Regards,
  
  ***** ******

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I would like to make a complaint on value city furniture store in *********, *******. My wife and I bought the furniture the master bedroom set on 10/13/2024 Which include a bed, mattress, 7 drawer ******* and a dresser with 2 night stands, Lamps was given free since it cost us 4100 or 4200 dollars. When we received the furniture. We didn't receive fully. Only bed , mattress, 7 ******* drawer and a dresser arrived. We noticed there is problem opening and shutting the drawer. It was soft close but it won't close softly. We had to push the draws in order to close them. So we called and took pictures And all and they sent a technician so check it out. However, they said they will send us a replacement. Since that time till now 01/24/2025 we never got our replacement.everytine they call us and give us a date and when date comes closer then they said it has been delayed again. We spoken to a manager at ****************** and manager name ***** at *********. No steps has been taken. Everytime we call there is always a rude staff member picks up and answer the phone. All staff and including managers needs to take a customer service class. They should name "************" instead of "Value City". It's a terrible experience we are having with them because now we went to store in greenwood talked with ***** the manager and someone was sitting next to him. She was sooooo unprofessional. They told us they will pick up the furniture by this January 30th 2025 and when they get the furniture back at their store which wasn't even a full set then they will start the process for refund. It's a humble request, I want someone to taken action against greenwood staff and ***** who has no manners how to deal with customers. They made my wife cried at the store because that much how unprofessional they were. My wife was really upset at the store because we planned everything and nothing came and we are so lost.

  Business response

  01/27/2025

  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.
  You are set for a pickup of the pieces on 1/31/25, once we pick the pieces up you will be refunded.
  We have put the complaint through,and we will take of this internally.  
  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 response

  01/28/2025

  [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,
  
  ********* ******

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ORDER # **-**5622 Shippimng # ***-**5369. I order a new couch on 1/11/20**. Wiii not be deliver till 03-01-20**. They where offering 24 months same a cash or interest free. So i thought i will take that. The devil is in the details. They use aplace called synchrony credit services. will in afew days the bill comes in. They a want a payment on 2-4-20**. I am not even going to get my couch if i get on time till 3-i-20**. Plus there is a service charge *****. None of this was dis closed at time of signing for the couch. I do think think this is very deceptive Business prctice. I object to paying for something I dont have yet. I cont know if this legal. Very unhappy about this. I did call them about this. The lady in customer service was very rude. She told me to go ahead a file a complaint. SO this is what i am doing now.

  Business response

  01/28/2025

  Dear ***** *****,
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  
  
   Your order was financed through **************, they have their own terms and conditions for their card. You would need to speak with ************** if you have any additional questions regarding payments, and financing questions.
  
   If you would like to continue to wait on your order. We can apply up to 15% back to your Synchrony Card. The total purchase is $2694.93. We would be applying $404.24 back to your account. Please let us know if you would like to continue to wait on this order or cancel.
  
  Thank you
  Resolution Supervisor
  *********
  ************
  
  

  Customer response

  01/28/2025

  [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,
  
  ***** *****

• Initial Complaint

  01/18/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Dec. 29th, 20w4 i went to the *****************, ******, ** store to purchase a recliner for my husband's bday gift. ****** ********* helped me and I wanted to put a deposit to hold the chair and we went to customer service where ***** ***** took my $50.00 Cash. When I called on Dec 31st to pay the remaining balance I was told it was going to take an additional week for delivery so I cancelled the order and told the woman on the phone I will be in asap to get my refund. I drove 35 mins to the store and ***** said I didn't hv to come down because they don't ** **** to refund me. He said a check would be issued. I called on the 15th of January 2025 and he said he would look into it on the following business day and call me. He gave me his direct phone number and hasn't returned nor answered any of my calls since. I called Jan 18th, 2025 and spoke to another woman and she stated she talked to ***** ***** and he never finalized the check so now I hv to wait another 1-2 weeks. I think it's a load of c*** that since 12-31-24 to 1-18-24 my refund wasn't finalized or that they couldn't hv held onto $50.00 cash to refund me. Just a bunch of games, no wonder this place doesn't get a lot of business and why they hv such bad reviews. I just want my money back! It's been too long of a wait for it. Just tired of the lies and games and the fact that ***** won't answer my phone calls is quite rude! When you tell someone your gonna call them back then do so. Never ever will I go back here!!

  Business response

  01/20/2025

  Dear ******,
  
  We sincerely apologize for the experience you have had with our company. Please know that we are committed to addressing your concerns promptly.
  
  Your refund check has been processed and will be mailed via **************************** (****). You can expect it to arrive within approximately 10 business days.
  
  We understand the inconvenience this may have caused and regret any frustration it may have caused. Should you have any further questions or concerns, please do not hesitate to contact our *********************** team at ************.
  
  Thank you for your patience and understanding.
  
  
  Sincerely,
  
  
  
  ****** P
  Resolution Supervisor
  Customer Care
  ************

  Customer response

  01/28/2025

  [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 have received my $50.00 refund as of Jan. 27th, 2025.
  
  Regards,
  
  ****** ***

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 2nd 2025 I came to the Amherst store location to purchase a reclining Loveseat, on that day I was advised by the sales *** that my item would be available for pickup the week of January 6th and she stated that I was able to select any day between Tuesday and Saturday for pickup, I elected to pick up the item on January 11th, my sales *** advised me to call on the 11th to confirm the item was available. On January 11th I called the Amherst location 3 different times and was told by two different ***s that they would go into the warehouse to see if the item was there, on the 3rd call I was told that the item was not at the location and that their next shipment would be on January the 14th and the item would be available on January 15th, I explained to the *** that I would not be able to pick up until Friday January 17th, that *** advised me to call again to confirm the item was available on the 15th or 16th. On January 16th I called to see if the item was available after 2pm, I called the store at 2:30pm to see if the item was available, the *** advised me that they would again have to have someone go into the warehouse to confirm, after over an hour I recieved a call stating that the item was again not available, I requested to speak with a manager after another 35 minute wait, another *** came onto the line to advise me that the item was there for pickup, I advised the *** that I would be at the location on January 17th to pick the item up. I went to the location and after a 45 minute wait the warehouse *** advised me that he was unable to find the item and he looked thru the whole warehouse, he stated that he spoke with his manager who stated that yes the item was there but that since his *** could not find it that I should return to the store on January 18th to pick up the item when the manager was there. At this time I am no longer going to obtain the item due to the long draw out issues.

  Business response

  01/23/2025

  Dear ******** *******
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  After reviewing your invoice on 124-296961,
  we do see that your order was cancelled and refunded  Refunds were processed 

  On 1/18/25 for $73.94 card ending with 4264
  On 1/18/25 for $1087.49 card ending with 5078
  On 1/16/25 for $108.75 card ending with 4264
  
  Please allow 3-5 business days for processing your credit.
  Thank you
  Resolution Supervisor
  *********
  

  
  

  Customer response

  01/24/2025

  [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,
  
  ******** *******

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The delivery, which was expected earlier and arrived later. The drivers were great! Additionally, the delivery was incomplete as the full set of furniture ordered was not provided. The missing items include nightstand, and bed frame set.This delay and incomplete delivery have caused significant inconvenience, as I had planned my space setup around the promised delivery timeline. I would like to request the following to rectify the situation:1. Immediate delivery of the missing items.2. Compensation for the delay and inconvenience caused, such as a discount, partial refund, or store credit.Please let me know how you intend to address this issue and provide a resolution timeline. I look forward to your prompt response and resolution of this matter. I tried calling numerous times with no success.17 *** was expected date for remaining items. Today the driver deliver the other night stand . We have two nights stand that don't match. No bed set, no new date for delivery. 1 month later Sincerely,******** *******

  Business response

  01/21/2025

  Dear ***** *******,
  
  Thank you for bringing this matter to our attention. We are sorry for any frustration this has caused you.  After reviewing your invoice on 100-510770,
  we do see that your order was delayed by the manufactor.  We 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.
  
  All dates are tenative, so they are subject to change. Our records indicate that you and your wife spoke with the store on 1/20/25. You currenty have a delivery set for 1/29/25. Once the delivery is completed we will be happy to process fair compensation of $400.00 back to your **** card.
  
  Thank you
  Resolution Supervisor
  *********

  Business response

  01/30/2025

  Dear ***** *******,
  
  On 1/21/25 we emailed you regarding your remaining items to be delivered as requested. The delivey included a nightstand and a king bed.
  
  On 1/29/25 a nightstand was delivered. A king size bed was also delivered, but refused by you because you were unsure if your adjustable base would be compatible with the king size bed. We previously discuss compensation on both items being delivered at $400.00.
  
  The local store is charging you a 15% restocking fee on the refusal of the king bed. You can find our terms and conditions online as it relates to cancellations. Due to only you receiving one item delivered, we can only offer you $229.99 for the delays and experience.
  
  Thank you
  Resolution Supervisor
  *********

  Customer response

  01/31/2025

  [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.]
  We rejected the acceptance of the bed, it was missing 6 of 10 supporting legs. 
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** *******

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 8, 2025 I went to the Value City Furniture website to buy a 6-piece bliss sectional. I applied for their PayLater program and was approved for $3284.92. I completed the purchase and received information about my payment plan. First payment is set for February 3, 2025 for the amount of $273.75. However I did not receive any invoice from Value City Furniture, or a confirmation email. I called the customer service line and they could not find my purchase so they told me to call ************** where the PayLater loans get processed and approved. When I called ************** they informed that they approved the loan and were waiting on Value City Furniture to complete the transaction. I then called Value City Furniture again, and was told to wait a few days. After a few days I received notice from ************** saying that they posted the payment to Value City Furniture. I have called and emailed Value City Furniture about this issue, and they recently informed me that my purchase simply "did not go through". On January 15, 2025 I sent them information from ************** showing that the money was in fact posted. Value City Furniture said it was not posted, that it was only pending, and that they would request for the "pending authorization" to be released. ************** continues to say that it was posted and the only thing I can do is dispute it, which would take 60 days, and I would not be able to apply for a loan until the dispute was resolved. They said I would have to complete a new application and they would have to run my credit again. I just moved to a new apartment and I don't have a couch. I know my credit is in good standing so I knew that I would get approved to finance the couch. Now I have an open loan on my credit, I don't have a couch, and will have to wait to wait two months before applying again. I will also have to wait longer because delivery days are anywhere from a month to a few months out. I also don't know how my credit will look.

  Business response

  01/20/2025

  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 do see there was an invoice put through, you are set for delivery on 1/24/25. Please note the delivery dates are subject to change.
  If you would like to cancel the invoice,please call the ************* line at #************ and we can do this 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 response

  01/21/2025

  
  
  Complaint: 22824400
  
  I am rejecting this response because: The purchase you are referring to with delivery date of January 24th is for a purchase I made in store on Saturday, January 18th which is a completely seperate order. My complaint is about the online order I attempted on January 8th and the loan that I applied for with Synchrony. Which was posted to Value City Furniture. That was for 6-piece bliss sectional. When I have called the customer service line, I am told to wait a few more days. That they are showing the payment is only pending. ************** is saying that they have already posted the payment. They have included payment due date already. I have an outstanding loan for a purchase that was rejected by your verification team.
  
  Regards,
  
  ******* ****** ***********

  Business response

  01/22/2025

  Dear Ms. ****** ***********,
  We have found the failed order. Please call ******************* for Set Pay at ************ and let them know it failed on our end so they can close the account. I called and they need you to call to do this.  
  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

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *********** went out recliner they said 3 months to receive part been 4 n a half months called yesterday said have to wait till April. Possibly part will come in

  Business response

  01/22/2025

  Dear Mr. **************** 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 have set up an exchange for you, the piece is out until 4/3/25, if the part comes in before the new piece we will repair the piece. You will be called once we have a delivery/service time.
  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 response

  01/23/2025

  [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,
  
  ****** ******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a couch. They refuse to refund me or send me the correct couch.

  Business response

  01/17/2025

  Dear *****,
  
  We do apologize that this has been your experience with our company. We want to put forth our very best efforts to address your complaint.
  
  Our records indicate you were given the correct items that were listed on your receipt at the time of purchase. Your receipt is confirmation of all goods and services.
  
  The items were refused by the consumer at the time of delivery due to the items being too big for the space.
  
  As part of our policy, a delivery fee is retained when an attempt is made to deliver the goods, as was the case with your order. Please note that our return policy clearly outlines that delivery fees are non-refundable.
  
  Additionally, a restocking fee of $194.99 has been applied in line with our established policies. These policies were made available to you through our Delivery Checklist, which was signed at the time of purchase to confirm your acknowledgment and understanding of the terms.
  
  We apologize for any inconvenience you may have experienced. If you have any further questions or concerns, you may contact our corporate ************* at ************.
  
  Sincerely,
  
  
  
  ****** P
  Resolution Supervisor
  *************
  ************

*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. ↩