ATLANTA, GEORGIA -- The Stone Crest store in Atlanta has the worst customer service I have ever dealt with. I have been getting the run-around for nearly 4 months just to replace couch cushions in which their own service tech documented as saggy, dropping, and lacks stuffing. Initially when I called in June, they said they could not help me even though I was under warranty since they had replaced my whole couch a year earlier (my whole couch was never replaced, just the cushions).
The first incident was when my chaise broke within 6 months of purchase and I had a tech come fix it in which he put extra brackets to hold it. 6 months later, I noticed the cushions had begun to sink and when you sat on the couch you nearly dropped into it. I asked for replacement cushions and they tried to give me a whole couch which I refused and just accepted the cushions (I did not want a new base because I had already had extra brackets for the broken chaise because who's to say the new base wouldn't just fall apart too).
So when attempting to call again regarding the cushions a whole year later because they had sunk AGAIN I was turned away and told I was taken off the warranty because I had a "full replacement" the year before. Which was NOT true. I never accepted the base, only the cushions which was all I had asked for in the first place. They finally agreed to replace my cushions and I have been getting the runaround since June and it is now the end of September.
If cushions sink twice in such a short time frame then your products are cheap, unsatisfactory, and not well made. I am 130 lbs and rarely have people over so I can attest that this issue with cushions is NOT caused by me. A manager even told me the couch I have, Grey Cordova, was having similar complaints and ended up being recalled and replaced with another version which also contributed to the length of this whole ordeal.
When arriving to my condo they told my guard they had a whole couch + base, not just cushions and when I called dispatch, Alisha, said they could not just give me the cushions (though that is what had been requested and noted on my account since June) and she said they would just be moving on to the next stop. She lied and said my guard would not let them through the gate, she lied and said I turned them away.
I called management and they said they would have dispatch turn them around. I called the driver on the same number he called earlier to inform of his arrival and he said he wasn't the driver and then hung up on me twice after I attempted to call again to see if they were coming back. They never came back.
I have been waiting on replacement cushions for months! I still have a dilapidated couch that is barely even 2 years old. I will never shop with AMF ever again and I will let everyone I know NEVER to purchase their products again. I know they are a subsidiary of Value City and I will also let people know to not purchase there either.
I've made a formal complaint against Alisha and the driver and the store for this mess that happened today and the last 4 months, which has caused me to miss work multiple times waiting around for techs and people to call me back. In addition to the complaints I will be making on Yelp, Google, and any other public site I can find, I will also be filing a complaint with the Better Business Bureau.
KENNESAW, GEORGIA -- On September 7th we purchased furniture for 3 bedrooms from American Signature. The purchase included a queen canopy bed, dresser, mirror and nightstand for our daughter's room. A king bed, 2 towers, dresser and mirror for our youngest son's room. A king bed, dresser, mirror and nightstand for our oldest son's room. On September 7th we scheduled the delivery of the furniture for October 10th. The carpet was being installed on the 9th. On Tuesday the 7th we called to confirm the delivery for the 10th. That is when we were informed that the delivery truck was full for the 10th and the furniture would be delivered on the 11th.
Also that the drawers for the king bed were back ordered and would not be in until the 29th. You would think giving them a month's notice that our furniture would be the first on the truck and all the pieces would be there, but no. On the up side, they had started a 10% off sale and did give us a $500 credit for 2 of the 3 suits. They did not credit the 3rd because they had already marked it down for a price match.
They delivered the furniture on the 11th. When we inspected the furniture we found that the nightstand in our daughter's room was defective and that they made a large scratch in our hardwood floor in front of her room. The office was closed when I went to call on Saturday, and Sunday the “person” I needed to speak to was not in. Monday I called again and had to leave a message for the delivery manager, but was able to discuss the nightstand. They scheduled someone to come out and look at it the next Wednesday. As far as the floor, I was told the delivery manager would call me back on Tuesday morning.
Tuesday afternoon I called and had to leave another message. Over the next few days I left several more messages. I left 6 messages over a week's time before getting a response. Once I was able to speak to the delivery manager, I was told that they would have a resolution within 48 hours. She asked that I send her a picture of the damage. I texted the picture while I had her on the phone to assure that she received it. She confirmed our conversation by email.
Meanwhile, the store had a representative come to the house to look at the nightstand. He agreed that it was defective and scheduled a replacement to be delivered. I asked that they just bring that with the drawers that were scheduled for the 29th. He set that up and all was well for the delivery. Before he left, I had him look at the damage to the floor. He informed me that would have to be handled by the delivery people.
I waited until Friday to try and contact the delivery people again. Friday was well past the 48 hours. It was then that I was informed that they need to come and see the damage and the furniture that caused the damage in person. I set up for someone to come out on Monday the 27th, and no one showed. After several more messages and a couple of emails, we now have something scheduled for Sunday the 2nd. We'll see if they show this time.
On Wednesday they brought the replacement nightstand and the drawers for the king bed, and believe it or not, they also brought more issues. The nightstand is fine and great, but the drawers don't fit the bed. Again I called the store just to find out that the design of the bed had changed from the time they brought the bed to the time they brought the drawers.
Now the track on the bed that the drawers are supposed to slide on is about 2 inches wide and the opening in the drawers for the track is an inch wide. The only resolution they have is to bring a new bed, but guess what; it's backordered until Nov 21st. They credited us $50 for the aggravation. Maybe I am being ungrateful, but REALLY $50? To be continued…
ORLANDO, FLORIDA -- WATCH OUT!!! Horrible experience buying a sofa set from American Signature Furniture. I purchased the fabric protection plan and my leather sofas are deteriorating and they don't cover this even though I am within the insurance time period. I would not recommend this brand to anyone. The insurance told me that they only cover non-seating areas. Does that make any sense?
DULUTH, GEORGIA -- I purchased a sofa and a sofa bed at American Signature several years ago. On the sofa's cushion, the fabric at edge trimming cord of the cushion starting coming apart (the stitches were coming off). The cushion was replaced. I also reported back to American Signature about the other cushion that same thing started happening several months later to the other cushion. I went back to claim another repair or replacement. Then, they told me that they could not do anything about the problem because my fabric warranty has already expired.
About the sofa bed, a few months after purchase, the cushions were not aligned evenly. One was higher than the other, and a year later I found out that it was due to the wood structure collapsed on the right side. It was down a few inches lower than the left side. I was naive and could not understand why my couch was like that. I went back to American Signature to have the sofa bed checked out because the folding bed would open up.
The repairman came to check it out and that's when I found out that the structure of the sofa bed has collapsed and it was interfering with the folding bed. American Signature refused to replace the sofa bed since I have not purchase extended warranty for fabric or structure. They gave the website of the sofa bed manufacturer, but I could not locate that the phone number and address of that business.
My advice, be careful when you purchase at American Signature certain furniture. I purchased a bedroom set that was made of excellent wood and excellent craftsmanship (very pleased and happy with the bedroom set) and very disappointed about the sofa bed. Watch out the sofa beds!!!
MADISON, TENNESSEE -- On 1-22-15 brought a loveseat and couch from American Signature. Total junk. It took a week to get it delivered. About 2 weeks after I got it, I noticed the loveseat arm was almost flat compared to the other arm. I called them to ask them about it and customer service (**) was very rude and unprofessional. The manager was even worse. He scheduled me an appointment for the repair guy to come out and fix it a week later. I took off from work to meet him and they called one hour before he was suppose to come and cancelled.
I called them and of course I got (**) as rude as ever. She said she would call back tomorrow and reschedule. If she does not I will go to the Better Business Bureau. I was told by the manager they have a lot of furniture repairs. That is not good. I will not buy from this store again. Not very good quality furniture. I did not do my research, PLEASE DO YOURS BEFORE BUYING!
SUNRISE, FLORIDA -- DO NOT BUY FURNITURE FROM THIS PLACE!!! American Signature Furniture is horrible. They sold me a sectional couch which I was told was leather. I also purchased the 7 year extended protection warranty. The sofa has 4 recliners built in. 2 years later and the couch is falling apart. 3 of the 4 recliners do not work. They say that isn't covered under the warranty. Staples that hold this piece of junk together are falling out, also not covered. The non-leather is falling apart, not covered. The padding in the seats is flat and you can feel the bars and frame, very uncomfortable, also not covered.
When called about this they turn you over to a warranty company they are also no help. When I called American Signature back to talk to a manager he couldn't be reached. When he finally called me back, after a song and dance about how I should have lied to the warranty company, he told me that American Signature Furniture would do NOTHING to make this right. DO NOT BUY FROM AMERICAN SIGNATURE FURNITURE!!!
MIAMI, FLORIDA -- I don't even know where to begin with the HORRIBLE experience I've had with this store. I bought my living room and dining room set 6 months ago and it has come with issues from the beginning. The screws from the dining chairs keep coming off and no matter how hard we screw them in, they still fall. That hasn't been the biggest issue, as I can live with that, no biggie. But the couch is broken.
When I first received the couch I didn't notice right away but a few days later when my son went to sit on the couch, one of the seats completely sunk in. Since I also purchased their insurance plan, I called and had them come fix it. Some guy came and put an extra leg underneath the couch to hold it up. Total ghetto rig.
A week later it broke again. Ughh. They came and picked it up to get it fixed. 3 weeks later my delivery was due but it happened to be a rainy day so they called and asked me if it was OK for them to deliver it the following week. I said fine no problem and let it be. When the following week came around they didn't deliver my furniture. I called them to complain and they said I was supposed to call in another order for delivery. WHAT THE...? At this point I was getting upset so I put in an order for another week later (5 weeks). The day of my delivery they finally brought me my couch.
I was happy to finally have it back but of course this was a VERY short lived happiness once I saw that my couch was UNTOUCHED. They did not fix anything at all. It came back exactly the same way that they took it except that they slightly tore the fabric on the bottom. At this point all I could do was laugh otherwise I was going to snap at one of the delivery guys and truth is, it's not their fault. They took my couch once again and set up my delivery for one week later (following Saturday). The day before my delivery, they called me from the warehouse to ask me what was the exact issue. The day before delivery? Are they kidding me?
When I told them the issue, the guy looked at it and said apparently the entire frame was broken and that they would have to order a new frame, therefore delivery would not be until Wednesday. I blew up on the guy and told him everything I had been through for the past 5-6 months. I told him I can NOT have it delivered on Wednesday because I work and I will not take a day off for their errors. I told them how unsatisfied I was of their service and how I just wanted my money back because I have not even been able to enjoy the couch at all.
The guy apologized and said he would fix it and deliver it PERSONALLY on Wednesday before I leave to work (at 8 am). Today is Tuesday and they just called me to tell me that delivery would be tomorrow between 11 am and 4 pm. NO!!!! I am reporting them to the Better Business Bureau and I am writing a certified letter to their corporate office. I don't even want the stupid couch back. I want my money back and I will go buy another couch somewhere else. I WARN everyone out there.
You definitely need to think twice before making a purchase from them. Yes the furniture looks cute but remember looks can be very deceiving plus never judge a book by its cover. It's not very expensive but for the quality it is a rip off. I paid $1000 for my sofa set and that might not be a whole lot of money for some people but it might be a lot for others. When you go in to purchase their furniture, they will be all nice and professional but once you have purchased something and have an issue then they are no longer the nice and helpful people they were in the beginning. Just BEWARE, you have been warned!!!
BEAR, DELAWARE -- A month ago I bought a king size bed. It was delivered two weeks later with missing pieces to connect the bed together. I made several calls to the store. They pick up the phone, place me on hold and never comes back on the line. I called their corporate center, they sent the store email. A so-called manager from the store call me saying I have a tech come out and do it and she would call me when she have a tech availability. It's been a month ever since. No one called or showed up, am left with junk furniture lying around. Do not go to this place. I recommend Raymour and Flanigan, top-notch customer service.
DULUTH, GEORGIA -- I paid $1600 for a recliner sofa and love seat. 15 months later the recliner mechanism is failing. I called and was told they only cover their products for 12 months so I'm out of luck. I thought this was rather pricey so kind of assumed it would be quality. I also have metal arms poking out of the drop down tray table on the sofa. DO NOT BUY. If you want disposable furniture you can get it cheaper elsewhere.
NEW JERSEY -- Purchased a bedroom set not too long ago and it is termite infested. I called the corporate office and was told 6 months have gone and there is nothing that can be done. Really? You sell me an expensive bedroom set and you cannot do anything because you use inferior wood to build it with. DO NOT SHOP HERE. THIS IS HORRIBLE CUSTOMER SERVICE.