I ordered a sofa and loveseat from American Signature Furniture. The salesman

encouraged paying for delivery because if anything were damaged and they

delivered it I would get a replacement. When the furniture was delivered there

was a scuff mark and a hole on the arm of the loveseat. The hole was small

probably about an eighth of an inch. The delivery person said they would notify

the office and send out a technician who would probably recommend replacement

because they can't repair a hole in leather very well. The company hadn't

contacted me in a couple of days so I called them and they scheduled a repairman

to come out in three weeks. In the meantime I attempted to contact both the

store and the corporate headquarters to state I wanted the loveseat replaced not

repaired. The corporate office has only an email address and did not return 2

emails.

When the repairman arrived he said he would repair the loveseat. I asked him

about the hole and he said it's not really a hole because there's some material still behind it. He put what

looked like putty into the "hole" and there were bumps left from the repair. He

said they would take about an hour to dry. Three hours later the bumps were

still there, I called the store and explained this to the person who answered

the phone who assured me I would not be required to accept furniture that wasn't

to my standard. She transferred me to service where they attempted to schedule

another service appointment. I asked to speak with a service manager and the

lady who came on the phone told me it was like buying a car and sometimes

furniture comes with some dings. I asked her if she was serious comparing

buying furniture to a car.

At that time she put the store manager Jason on the phone. Jason asked me if it

was a hole and I said it was, which is the same thing his delivery person saw.

He called the service tech who said it wasn't and that now I should let it dry

overnight. I told him I did not want to accept damaged furniture and he said that mine was just one of many sofas they deliver and

I should see how bad some of the others are that they repair. After several

minutes the final result was if I was dissatisfied they would send the service

tech again, but it was his call if the loveseat was repaired or replaced. I

want new (not damaged) furniture as I expected when I purchased it.

I bought a dining room table and chairs. A few days ago I was feeding my baby after just leaving the kitchen to make fix his bottle. About fifteen mins. later I heard a loud crash and see glass flying everywhere. I thought it was the sliding glass door. When I looked the dining room table had shattered into thousands of little pieces. The glass was everywhere. I called American Signature furniture and spoke to the manager Maria. She said she couldn't do anything as the warranty was expired by about 2 months. I told her that if I had been in the kitchen just a few mins more both my baby and I would have been seriously injured. She did not care, until I asked for her home office info and then she said just this one time, she would replace the set. I arranged with her to go into the store and did, but she was not there. Another manager said that Maria had not told him anything and said that that never happens. I did not find any other table that I liked. I have been calling Maria but she will not return phone calls.

Exactly a year ago, my husband and I purchased many items from the “West Indies Collection” for our new home. It was the most beautiful collection we had seen and trust me, we looked everywhere at everything. The style was absolutely gorgeous and the stain was exactly what we wanted. The warm stain color was most beautiful with the combination of light, medium and dark hues. The stain complimented the visual beauty of the wood grain, as well as, the intricate details of the carvings and ties. There was nothing more beautiful.

Yesterday, my husband and I went down to the store to purchase the Bombay chest along with some other items to add to our collection. Well, needless to say that we were shocked to see that the stain was changed to such a horrible dark color. When did this happen? What possessed them to change the color? It is absolutely horrible. If we were out shopping for furniture now, we would definitely by-pass the “West Indies Collection” because it is so dark. You don’t see anything except a chunk of dark drab wood. You can’t see any of the intricate carvings or ties – nothing. We are extremely upset and disappointed. You would think that the sales person whom we purchased our furniture pieces from last year would have contacted us. Someone should have notified us about the color being discontinued. We would have purchased the pieces we wanted sooner if we had known it was being discontinued. They brag about their customer service, well this isn’t very good customer service. Today everything is computerized and it would have been simple to go back thru their sales of previous customers who purchased items from the ‘West Indies Collection” and send a post card or email a message to inform us of the change. If I was one of their sales people, I would have had the courtesy to contact my customers about the discontinuance – beside I probably would have generated some sales for myself.

American Signature could at least offer their customers a choice of either stain? They should have allowed us (their buying customers) the option to purchase the beautiful warm medium stain that was available a year ago to complete our collection or the horrible dark stain of today. The design didn’t change, so it would easy to offer this option. I can’t believe they changed something so beautiful. Why did they do this? Unbelievable! Are they really selling items from this collection now? We were going to buy other pieces of the collection, but we definitely need the Bombay chest to complete our collection. Can anyone help us to find at least the Bombay chest to match the stain that we have? Maybe one is sitting in a warehouse or clearance section somewhere. Yes, we are extremely upset and very unhappy customers. Are we the only ones or are there others out there?

P.S. We were very pleased with our original purchase last year. We had some issues, but the company came right out and fixed them within days. They sent a very professional service man (not a framer), by the name of Nick Vinciguerra who did excellent work. We were very happy with American Signatures quality, prices and service concerning our purchases of last year.

Called their free 1-866-214-6962 number to inquire about their contradictory bill (Payment due date early June yet minimum payment is zero). After waiting 15-20 minutes on a rep, they could not give me the answer. Unbelievable!!!

Also, if they mention 60+ years of history, ask them how many times have they been in bankruptcy. Value City rings any bells? I already purchased furniture from them - lasted in one piece less than 1 year.