The complaint has been investigated and
resolved to the customer's satisfactionResolved American Signature Furniture — scamming you to buy, delivery dates a lie
resolved to the customer's satisfaction
We moved into our apartment February 13, 2009. We had our beautiful new sofa set (sofa & chair 1/2) and our new dining room table picked out by the first week of March. After much shopping we found it at American Signature, and since a family member was purchasing it for us as a housewarming gift (he's over 80 years old) they required he be present. Which was fine. So we visited alone and had the salesman Marcello create an invoice for our sofa set & dining table, which he said in total would be $1700 (including a mandatory stain treatment) and that the delivery is "almost always done within a week, especially if it's in stock at the store, it should be a few days". So we then loaded my husbands grandfather into our Jeep, visited the store again to make the final purchase. It took them 20 minutes to find our records in the computer, at which point he asked us to walk back to each item just to 'make sure he knew which ones we were talking about' (walk--with an elderly man on a cane -- through a huge store), and then preceded to tell us he was going to have to check and see if they were in the storeroom...So we sat his grandfather down and followed the man back to the customer service center in the back, where we waited nearly 45 minutes for him to find an open phone line (which were all being used by other customer service reps who were "dealing with other customers", although in my experience it is ALWAYS best to help the customers in person rather than over the phone)---and although we told him we didnt understand what he was checking, he evaded us for another 20 minutes. Finally he told us that the sofa could be ready mid march but the dining set would not be until April 4th, and would we like to choose another one? SO we looked around and picked another one...waited for him to check AGAIN, only to find out that it was the glass top that was on back order, and ALL of the glass tables in their store had the same piece of glass on back order...So we were very very very set on just getting the sofa set, and finding a table elsewhere, when Marcello told us that he made another call and if we called the week before our delivery of the sofa they would most likely be able to arrange the table to come the same day as to save their delivery drivers a trip. So we agreed, and not wanting to get his grandfather out again for another trip to another store for another table---we purchased all of the items with the sofa being delivered March 20 (not really mid march eh?) and the table to be delivered April 8th (written on the receipt).
So, today is March 20th. The delivery was supposed to arrive between 9:30-12:30 this morning. They showed up at 8:15am pounding on our door (we were still asleep as was our toddler), and when we answered it was a very rude, very disgruntled delivery driver practically yelling at my husband that the sofa would not fit in our elevators. Granted, this is something we should have thought out -- and we were very dissappointed, but we wanted to call down to the lobby of our condo to see if there was a freight elevator elsewhere or any other options. The delivery driver was incredibly impatient and rude and tapping his foot and pacing until my husband finally went downstairs to the lobby to ask with the man. Long story short, the sofa did not fit. Which is fine, we will find a smaller sofa and take the measurements carefully. But the problem lies herein. The delivery driver suggested we find another sofa and have it delivered on April 29th along with our table ----- APRIL 29th?? We have waited a month with no furniture in our apartment and now he's saying its another month?? We called the store several times, were placed on hold every time, finally resulting in the answer that they have no idea why our receipt would say April 8th delivery and that theres nothing they can do about it. We can have the table delivered the 29th and come into the store again to find another sofa but they need his grandfather present to reauthorize the exchange of credit. The end result is we told them to please refund the entire charge and forget us ever coming to their store again. But its incredibly disappointing, seeing as we have now lived a month and a half without furniture, waiting eagerly for our set we had already picked out and purchased -- and now we are back at square one -- shopping again and going through the entire ordeal (which is also embarrassing as it is a gift from his grandfather, to have to ask him to buy something again after the refund clears on his credit card in 10 days).
Overall it was horrible customer service, and the guy obviously worked on commission as he seemed to say ANYthing to make the sale, even barefaced lie about our delivery date and the availibility of the furniture.