American Signature Home/Value City dishonest business practices USA Nationwide

I think everyone knows that there are going to be problems with any big company, and the key to resolving such issues is to find a qualified member of the organization. This customer happened to find someone who could help her. I know Mr. Murdock personally and he can get things done. He is a DOer not a talker. There are alot of people out there will blow smoke up your (bleep), but not Keith. I know Ryan too and he is a young up and comer, but very qualified. I hope everyone finds the answer to all their problems, and lives happily ever after. Find a happy place.

I think everyone knows that there are going to be problems with any big company, and the key to resolving such issues is to find a qualified member of the organization. This customer happened to find someone who could help her. I know Mr. Murdock personally and he can get things done. He is a DOer not a talker. There are alot of people out there will blow smoke up your (bleep), but not Keith. I know Ryan too and he is a young up and comer, but very qualified. I hope everyone finds the answer to all their problems, and lives happily ever after. Find a happy place.

I think everyone knows that there are going to be problems with any big company, and the key to resolving such issues is to find a qualified member of the organization. This customer happened to find someone who could help her. I know Mr. Murdock personally and he can get things done. He is a DOer not a talker. There are alot of people out there will blow smoke up your (bleep), but not Keith. I know Ryan too and he is a young up and comer, but very qualified. I hope everyone finds the answer to all their problems, and lives happily ever after. Find a happy place.

I am a business owner myself so I understand the business side of it, but as a consumer too my experience with AHS has been a Kafka novel!

As an owner I warn you that you have serious problems with quality of production, quality control before the furniture goes to the client and one very disagreeable and rude store manager for the 7930 Giacosa Place location in Memphis, TN.

I need to tell you that my father was a woodcrafter and he made furniture all his life so I understand the process making a good quality chair with evident craftsmanship (which is, after all, what you tout.)I can't be fooled.

I ordered the 5-pc. Stone Canyon DRS on 3/28/04 and was delievered on 4/02/04. I loved it. Within a week however, the rungs on two of the chairs fell out, indicating no wood glue was used. So your chairs now had a 50% failure rate,

Still, I believed the statement on the wall of your stores on customer satisfaction, so I called and spoke to a store manager who treated me in an impolite, insulting and disdainful way which I would NEVER do, especially to an upset customer. I was kept on hold for so long while the manager repeatedly researched I don't know what, that I was sent back to the receptionist three times. Not good for an angry customer.

At MY INSISTENCE they told me I would get a replacement. I specifically stated I wanted all rungs to be glued and all chairs fabric treated (as were the original set.)

I was given a date and time for that Thursday at 7 a.m. On Tuesday I received a call confirming a Weds. 3-6 delivery date. No, I repeated our APPROVED request. The lady went off the phone, came back and said that day by noon.

That Weds. at noon here's the new replacement chairs on time. Trouble is, 3/4 chairs did not have the rungs glued, or had one glued, or had one end glued but not the other. Now you have a 75% failure rate.

But wait, it gets worse.

THREE OUT OF FOUR CHAIRS HAVE ONE LEG THAT DOESN'T TOUCH THE FLOOR! The gaps range from 1/3 inch to 1 full inch off the floor. I don't believe that even comes close to the craftsmanship that you advertise!

In summation, here are your problems, which have affected those that warned me about AHS. The chairs should never have been made that shabbily to begin with, so you have production problems with your overseas supplier. Next, there should have been quality control features in place to CATCH the defective chairs before before being shipped.

THEN, most importantly, when the defective chairs reach the customer, people that paid good money should not receive excuses like "it's OK for chair rungs to fall off", that "we have no time to check each chair for that "minor" fault", "you can't get proof that the chairs were fabric protected", and, best of all, "you can talk to me all day, lady, but you're still gonna get what I give you."

Now you have production problems, quality control problems, delivery communication problems, and managers who antagonize, and not appease an angry customer. With me, you lost $771.24. The couple across the street (same store) returned $2100.00 of furniture.

As a business oner myself, listen to the listings in this report. The problems, despite the sugarcoating of some, exist and they are hurting your business.

I would be very glad to discuss this with ANYONE from the company or a consumer agency who is interested in changing bad processes. Not someone who will cover their assets by blaming me.

Order 15778
Barredo Willhite,

Well Melanie, I'd suggest you call the BBB, but there response might be "they got my furniture too"! All jokes aside, I'm not bashing the company, I just know the facts and the "customer is always right" correct? Now nobody wishes to call these managers because why hear the same dribbling foolishness you've heard before, be it an ex employee(heard it all), a customer, or an almost customer(one who left before they got in it), anyway why would someone want to hear you and waste time, when they can "TAKE THE LOWROAD", it's much better so YOU wouldn't get confrontational, You know how emptional you can be!

I'm not mad at cha,,,just be real about it. I know personally that someone knows what she is writing about because all of the calls she takes. I especially know the quality and make-up of the furniture(and the real wood), the poor decision making, and the extremely high turnover rate. Good decision making is when it's taken and discussed, or action is taken. It's poor when you have to "ask" the PRESIDENT of the company for help and then and only then is it taken care of. So have a great day, and J, you're doing a great job?????ALL THAT EXPERIENCE,and you don't have a clue. Someone made a horrible mistake in just wanting to pay me minimum wage,,as they would say "Ya Think"

But if this person ever needed me, they know I'm just a call away. Take care all you managers and be Lactose Tolerable...like the add says GOT MILK...vitamin D you know what I mean..seaweed..LOL don't take it personal. it's only furniture. names have been changed to protect the innocent...PEACE

I ordered an entertainment center and several other pieces back in the beginning of April 2004. That week, when they came to deliver the furniture they dropped the entertainment center and weren't able to deliver it but promised I would get it the next week. I then called the day before to find out what time the delivery men would be delivered and was told "oh, they didn't call you? we don't have one in the warehouse but will have one next week." Then I called the next week and was told my order date wasn't in the computer. Then I called the following week and had to change the delivery by one day. When I changed the day the girl didn't tell me I could "lose my place in line" for delivery. I was called back and was told guess, what, yep, it would take one more week. I spoke with a manger at my branch over 2 weeks ago and was promised that they were doing everything that they could. It's been over 2 months since I paid for this furniture and can't seem to gain possesion of something I bought. I love the rest of my furniture. I loved the prices. I thought the staff (& still do) are very nice people but this is totally beside the point. I WANT my furniture. I called this morning because they're supposed to deliver this Weds. I was told that they'd be here between 3-6 pm. Now tonight I received call saying they'll be here on Monday. Now why don't I believe them? They are so nice but what does customer service count when you promise something and are lying to your customers. NO more empty promises, just give me what I paid for. I've been told by friends to write the Better Business Bureau, to complain to their corporate office but how does that help me get my entertainment center? It doesn't. SOMEONE PLEASE HELP ME!!!

I just happened to be doing a search on furniture companies and your companies name popped up. I was not surprised that there were disgruntled customers, every business has them. But what I was was so shocked about was the response from the General Manager. It would have been best to just say that if someone had a problem with the service they recieved they should call you. It really lowers your position when you go back and forth responding to former assoicates who have nothing better to do then write in. I am sure that you have made yourself available to them or some other person of mangement in their store. My advice to you is stop letting people who cannot stand up for themselves bug you. It sounds like the entire company needs a course on effective communication and chain of command.

My husband and I just purchased a dining room set from the ASH store at the Mall in Buford, Georgia. This is our first purchase from this furniture store. We knew from the cost that it was a very inexpensive set. We liked the way it looked and the quality was good for the amount of money it cost. It was a fair deal Knowing that if we wanted to pay much more money and purchase a finer furniture line we could have gone somewhere else. These days we buy furniture not to last a life time. The first set we took home and opened was pretty badly damaged and we had to return it and get another. It was a sale item and by this time, they were getting pretty limited, so everyone knows when you buy inexpensive things on sale you have to deal with these inconveniences. During this process the employees, manager, shipping people, everyone at that store was so great. They were very professional and helpful. I think they sell a reasonable product for the money. You get what you pay for these days. The consumer has a responsible to know themselves "if the price is low" the product is not going to be the very "best" that you can buy. From what we saw ASH, carried inexpensive furniture at good prices and they were very nice folks to us. Thank you, The Flemings, Cumming, GA...

I have been a customer of American Signature Home and must say that while I like the look of the furniture offered, and the reasonable prices, my primary impression with the service I received at the Sawgrass Mills Mall store and subsequent contacts I've had with 3 other Florida stores by phone, left me with the impression that customer service is NOT a priority. (That's putting it mildly.) While I did encounter some caring people at the store, they too were frustrated by the barriers placed in their way to giving good service. The system is fundamentally flawed and needs to be repaired. When the employees are frustrated, despite their good intentions, they will not be able to give the service that will result in a positive customer experience. While I would like to remain a customer, my past experiences with less than good customer service will make me think long and hard before I make another purchase there.

While American Signature may be fast growing now, if they don't improve their service and support systems they are doomed to failure. ALL businesses rely on repeat customers, no matter how large they are. Fool me once, shame on you; fool me twice, shame on me. I'd rather be enthralled by the great customer service I received and eager to return and make another purchase, but instead I feel like I'm taking a chance by making another purchase there.

The poor customer service is not just at the retail level, but at the corporate level as well. I contacted the corporate office via e-mail in search of a recently discontinued item and while I did receive a response, it was a "brush-off". You would think a company would be interested in making a sale and in keeping a past customer, but my impression was that they couldn't care less. When a customer doesn't feel appreciated for their business, they'll shop elsewhere.

I am also a General Manager at a Value City located in Pittsburgh P.A. I know my customers are taken care of, I have a customer service brainstorming sessions each week with all of my managers. In the real world, we all know problems occur and products break. It is what happens after the fact that matters. My company is there after the fact, we take great pride in customer service and it is our #1 priority. As everyone knows, repeat customers is what makes a company grow and we would not be so sucessful if it was not. I am sorry that you had such a problem with American Signature or Value City, but the reality is my store alone serviced over a thousand customers in May, not one complaint.
I do not like reading complaints about my company, but like anything else that I care about, I will fight for it.

Christine,

Let me address your rebuttal very directly. First, you say you think I'm on drugs, what I say is "crap", and use abbreviated profanity. Following that you say you were raised with different morals and standards...a little contridiction there wouldn't you say?

You seem to be taking this to a personal level with me. That is fine if you want to, but it should not be done over the internet. I believe you have my phone number if you wish to take the low road.

Next, I am ready to take a lot of phone calls. However, I have not received any yet.

I would like to know how you know that all of these consumers have legitimate problems. Do you know them all? Have you spoken to them all? If not, how can you speak for all of them?

I agree that we all have a right to express our opinion...but how proper is it to slam someone elses opinion, the way you did mine.

I too want to help these customers. The entire world now has my name and number and my guarantee to do everything reasonable to solve their problem. What are you doing to help them? Do you have any authority to fix anything? I have not seen your full name or phone number posted.

You say you are an ex employee. How long were you with the company? How many different stores have you worked in? Have you read the policy manuals and corporate directives? Were you a manager or a sales associate? I believe that you are in no position to make negative statements about a company when I believe you have only had experience working in one store. I believe that the store you worked in has only been open for a little over a year. So what is the extent of your experience that makes you such an expert...If your the self appointed American Signature Home consumer advocate, tell me what you did to try and resolve all these issues you speak of so passionatly while you were still employeed by the company. Didn't you stand a better chance of resolving these consumer problems from the inside rather than from the outside?

Christine wrote...
"I don't understand how you can stand behind a company that has no concrete and truthful answers for their customers"
and (paraphrasing)...this company does not address their problems, they make up excuses and lies and pawn them off on somebody else.
and
"They treat their employees like crap and don't compensate them fairly at all"

You are speaking about a company, when perhaps you should be speaking about a store or even a manager that doesn't care. To make such broad sweeping statements about an entire company with a minimal amount of experience to draw on makes you appear to simply be a disgruntled former associate looking for a way to get back at a company that they feel wronged them somehow. Your rebuttal sounds so vindictive it is difficult to take it seriously. I think that any customers, future or present are smart enough to see that.

I would not dare say that all stores are run with the same level of ethics that mine is. I have not worked in all stores. However, I do know corporate directives and policy. The policy is to take care of the customer. If there are store managers that do not follow that directive, and there probably are, they are in danger of losing their jobs.

I will expand upon my offer in the previous letter. If you are a current American Signature Home customer and you have a legitimate problem, all you have to do is call me. It's that simple.

Now, let's take this a step farther. If you are a current or former associate that has a complaint about their store, their management, fellow associates, corporate or anything else vaguely related to work, call me. I will hear you out and try to solve your problem. If, as an associate, you do not report a problem, you become part of the problem.

Christine says "why don't you do a search on Value City and see what people have written"
Why don't you do a search on any furniture company and see what people have written? There are people who say bad things about most companies.

The sad truth is, that if you do enough business, there are some customers that will not be properly taken care of. There are several reasons why...it could be that there are people working in that particular store that do not care as much as I do...it could be that the consumer is not being reasonable...it could be a combination of both. Is this right or fair? NO! But it is true. It is unfortunate that this company like all other companies simply can not please every single customer or associate every single time. The company is not perfect and I am not perfect, but the corporate directive is honorable and it is followed at my store along with many other stores. I am sorry that you did not work in my store. If you did, your perspective would be very different.

I repeat my offer to all customer and associates with problems. I will help you. I will invest the time to try and resolve your issues. All you have to do is call me at 407-571-0529 between 10am and 5pm Monday through Friday. If I am unavailable, leave a message and I will call you back as soon as possible. My name is Keith Murdock and I am the General Manager at American Signature Home in Altamonte Springs, Florida.

A couple more things Christine...

First. If you are as concerned as you say you are about the consumer, I challange you to contact me on the phone, tell me what your specific issues were so I can address them. This could help prevent issues with consumers or associates in the future. This would be positive input for a company you claim is bad.

Second. I think what you find repulsive about all this is that someone has an opinion that does not agree with yours. I am proud of what I do and who I do it for. I am honest, direct and sincere. These are the traits that you blame on alleged drug use...are you serious?

Third. I am calling out anyone who reads this that has any positive feedback to please speak up now.

Fourth. Don't offer me any advice. If I want it, I'll ask you for it.

Fifth and last... If you are sincere in your desire to help consumers, you will partner WITH me to help make it happen. That is reality...and not too much to ask for. Are you up to the challange of helping or would you prefer to continue writing your letters. The choice is yours. I'm waiting for your call...

Hello Keith,

Interesting post. I hope you are ready to take alot of phone calls - because all of these consumers have very legitimate problems that never have been resolved. If you read my second reply to this post, you will see that I do state true and factual information. I also want to help these customers. I have every right to express my opinion, as do you and anyone else.

When I was reading your post, I thought you were on some kind of drugs, becuase it's complete and total crap - the same crap these people hear everyday. I don't understand how you can stand behind a company that has no concrete and truthful answers for these customers, who are 95% correct with their "LEGITIMATE" problems. They are all legitimate, whether they buy a lamp or 10K worth of furniture. I can't speak for all employees of this company, but I think for the most part, most of them did care when they started working there - but it's like fighting a losing battle. When you have no support or answers from your co-workers or corporate - how can you help them and feel good about the job you do?

Revenge, no. Who the hell cares about bashing them - either way they are still going to make $$ - they carry cheap furniture. I have better things to do with my time. It's the point that is so repulsive.

You mentioned that what sets this company apart is how they address the problems - exactly - they don't. They make up ridicilous excuses (lies) and pawn them off on someone else.

I don't know how your store operates, it may be totally different than the stores I've been in, but I find it strange how you can look in the mirror everyday and be proud of this "fine" establishment with all the customer service, stock & quality issues. I couldn't do that. I had a problem lying and not resolving problems when speaking to these people who are 100% right. I was raised with different morals and standards.

Keith wrote......

"" As an employee of this company, I can honestly say that it is by far the finest company that I have ever had the pleasure of working for. The company has a rigid policy of being 100% fair and honest with all associates and customers. The pay plan is competitive, the benefits are fantastic and the work environment is conducive to fair play, honesty and integrity. Now having said that..."""

WOW...that's scary! Gimmie a break - what a bunch of B.S. They treat the employees like crap and don't compensate them fairly at all.

Honesty and Integrity....oookkk. Why don't you do a search on Value City and see what people have written - be honest - are those not the same issues you continue to see on a daily basis?

In a company this large you will always have people that slip through the cracks, but come on...

Keith - word of advice, open your eyes and get off the drugs that this company is on. This is reality - when people pay for something - they want it - and they want good service. I don't think that's too much to ask.

I would like to let everyone reading this know a couple of things. I am General Manager for American Signature Home. I have worked for several top 50 furniture companies over my 13 years in the industry. American Signature Home is one of the top ten largest retail furniture chains in the United States(ranked by Furniture Today magazine).

As an employee of this company, I can honestly say that it is by far the finest company that I have ever had the pleasure of working for. The company has a rigid policy of being 100% fair and honest with all associates and customers. The pay plan is competitive, the benefits are fantastic and the work environment is conducive to fair play, honesty and integrity. Now having said that...

If you work for a large company that does not have any dissatisfied customers, it is because that company is not doing any business. Is that fair? No. Is it the way we want it? No. It is however a fact of business that we cannot escape regardless of how good our intentions are.

In a company of this size, there will be some associates that may not make the right decision. On the other hand, there may be some customers that have unrealistic expectations. As a whole, and I have worked in six different Value City Furniture stores and two different American Signature Home stores, the intentions of this company are honorable and the expectations for all the associates are high.

Of course there will be problems, there always will be. But what makes us different from our competitors is how we as a company and as an individual store address those problems.

It is sad that as a society, when we are dissatisfied about something, we post letters on the internet slaming a company and trying to ruin their business through bad word of mouth. There are other more positive approaches that are open for dissatisfied customers to use. That is if satisfaction is their goal.

What is the reason behind posting these complaints? Do you feel as though you are trying to influence some consumers in making their decision on who to purchase from? Or is it done out of meaness, spite or a need for revenge?

It is true that a percentage of the consumer complaints posted on web sites are not from consumers , but from ex associates that are upset because their employment was terminated. This is a forum to get back at their former employer, and that is not healthy or helpful to others. It is deceitful at best.

As a manager of an American Signature Home store, I stand behind my company, my store and my associates. I also make decisions every day that are honest, direct and in the best interest of our customer. Sometimes in direct contradiction to what is in the best interest of the company or the store. Why? Because I have a mirror in my bathroom ...and I have to look at myself in it every morning and be proud of what I do.

If there are consumers reading this that have a problem...a legitimate problem. I will try to find your solution. I do not care what American Signature Home store you have had the problem with. I will either try to solve your problem or give it to the person best suited to address your specific situation. I cannot solve everything, but if you want to speak with someone that cares about you, as a customer, You may contact me at 407-571-0529 between the hours of 10am-5pm, Monday through Friday. If I am not available at the time you call, simply leave your name and number and that it is in reference to a web posting, and I will call you back as soon as possible. My name is Keith Murdock.

My kitchen set was $800. After 2 months ( no kids, no abuse) we noticed a big crack in the wooden base. The back rests of the wooden chairs were splitting. The CS rep was very nice, and had the delivery guys (nice but frustrated) deliver a new base and chair. The base came missing pieces. I then had to take another day off, for the base to come again. On replaced chair, and now other chairs, the wood is spitting again. This is not quality made mdse. If I knew I was going to have on-going problems, I would have sent it back entirely, and got my $ back. Now it is too late.

Their furniture LOOKS beautiful, is not cheap. It does not hold up. My leather couch was ripped in the back, and they did replace it. There is always a problem there. I feel bad for the sales people too. They make a sale, only to lose the sale, because the customers are so disgusted they cancel the order. This was told to me when I spoke with my sales rep.

They need to check the pieces BEFORE they go out.
Seems like they need a complete over haul on the corporate level.

I am not a disgruntled ex-employee, but, rather a totally honest one. The ASH store I was affiliated with (413)is the bad apple to make the bunch rotten. How can you say your product is better and your protection outstanding, when the furniture is awful, and, your fabric protection has been out of stock for 1 month. I know this, because I left on my own accord 3 weeks ago, and it was gone 8 days before.

How can something be under gaurantee if it is sold but not sprayed on properly, or if at all? How can wood be repaired with non-wood products? Is it still ALL Natural wood then?

The lies are incredible. The customers are treated terribly, the employees are treated much worse. I feel for the 15%, I take that back, exactly 7 employees who are still there, and wish them well on their return to the real world when they get out.

I know you are ex-employee of this company by the way you are talking about their inventory and ordering system. I know better than anyone that the system could use a upgrade, but a system is only as good as the people running it. The stock issues could be minimized by the sales associates being brutally honest at the POS. However there are alot of instances that are out of the associates control. These problems have not stopped this company from growing by leaps and bounds every year. Like I said in my first rebuttal, this company was never anything but good to me, and if there are flaws being made such as poor customer service, they will be dealt with. this company keeps very good track of its P&L. They can spot trouble pretty quickly. Ask any ex-manager, you either run a well oiled machine or you will not be around long.Thanks for your response, and thanks for calming down.

Hi John:

Okay, I have read your reply, and I must admit that yes you do have valid points. I was angry when I posted my complaint, but I don't feel that this is "not" ladylike. I could have toned it down a notch, and for that I am sorry if you were offended. It has nothing to do with that - just reality. Lets weigh out the pro's and cons:

Yes, with any large company, you always run into problems. This is a fact of retail. And you will always have unhappy customers and employees. In reference to VCF and ASH, I do believe that many employees and members of management do truly care about customer satisfaction and profitibility of the company.

This is a very faced paced and high volume business - nothing is perfect, and this stands for any business.

Many of these issues with poor overall customer satisfaction stem from problems that come from issues higher than store level. The store level associates are stuck dealing with the customers and trying to resolve the problems.

Since there is no reserve system - this often causes problems. The customer has a hard time understanding this. The stock issues cause a great deal of stress.

There are issues with quality and service. No, the customer did not buy from a high dollar store and the quality is that of what you pay for, however money is still money and the customer has every right to be trated as if they did purchase from a top dollar furniture company as far as service and customer care is concerned. I feel that the customer service/support is horrible.

To wrap it all up - there are so many problems with damages, quality, and customer service - the company is disorganized and unstructured. It creates a s****.> There are many more issues that could be discussed, but will save them for later. And yes, John, the management you refer to in this region - yes, there are a few that operate with the best interest of the comany and the customer in mind - but also there are a few select who could care less about anything but themselves and create a bad reputation for the other people who do take pride in what they do.

Thanks for your input - I appreciate it.

I am an ex-employee of this company and they were very good to me. I was treated fairly and all the customers are dealt with fairly as well. Everyone can find bad experiences with any large company, all it boils down to is we all are human, we all make mistakes. Unfortunatly this means the bigger you are and the more business you do, the more mistakes are going to happen.

Bad customer service is not tolerated and I know people in these markets you are refering to, and they are extremly good managers and employees. I happen to see that the author of this report is the same author who posted a rebuttal as an ex-employee of VCF, so its sounds like just plain and simple disgruntlement.

American Signature and Value City Furniture are all well run and they sell the best possible quality furnishings at the most reasonable prices. Please dont try and tarnish a whole company image for revenge, its not lady-like.

I am an ex-employee of this company and they were very good to me. I was treated fairly and all the customers are dealt with fairly as well. Everyone can find bad experiences with any large company, all it boils down to is we all are human, we all make mistakes. Unfortunatly this means the bigger you are and the more business you do, the more mistakes are going to happen.

Bad customer service is not tolerated and I know people in these markets you are refering to, and they are extremly good managers and employees. I happen to see that the author of this report is the same author who posted a rebuttal as an ex-employee of VCF, so its sounds like just plain and simple disgruntlement.

American Signature and Value City Furniture are all well run and they sell the best possible quality furnishings at the most reasonable prices. Please dont try and tarnish a whole company image for revenge, its not lady-like.

I am an ex-employee of this company and they were very good to me. I was treated fairly and all the customers are dealt with fairly as well. Everyone can find bad experiences with any large company, all it boils down to is we all are human, we all make mistakes. Unfortunatly this means the bigger you are and the more business you do, the more mistakes are going to happen.

Bad customer service is not tolerated and I know people in these markets you are refering to, and they are extremly good managers and employees. I happen to see that the author of this report is the same author who posted a rebuttal as an ex-employee of VCF, so its sounds like just plain and simple disgruntlement.

American Signature and Value City Furniture are all well run and they sell the best possible quality furnishings at the most reasonable prices. Please dont try and tarnish a whole company image for revenge, its not lady-like.