American Signature Furniture — Attraction in Franklin

NEVER BUY FROM HERE! This is without a doubt the worst experience I have ever had with a company. I bought a couch with a 5 year warranty from them around mid Oct of 2020 for a house I was moving into later that month. The original delivery date was mid November but kept getting pushed farther and farther back until I finally got the couch early 2021. Fast forward to the spring of this year when the couch started to break. I filed a claim with the warranty provider and they scheduled a technician to come out. The technician discovered it was a piece of foam that was coming off because it was poorly stapled on and showed me the inside of the couch which was all held together poorly by staples. He said normally he would just staple it back in and that would be it but the design of the couch couldn't fit his staple gun so he would have to come back another time to fix it when he could take the couch apart. A couple weeks go by and I finally hear something from the warranty company that they gave me a cash settlement for the couch instead of fixing it. The amount was around $200 which is less than I spent on the warranty to begin with! I complained and after several weeks they finally agreed to credit me with a replacement for the couch and that I needed to go the original store to select a replacement. My wife and I went to the store in early July of this year. Our same couch had gone up $200-300 in 2 years and none of the other other couches in our budget were good fits. We spoke with the staff and they said we could use the credit amount for something else so we picked out a dinning room table which we needed and would just live with the sagging couch. The sales rep rings us up for the table and sends us to the customer service desk to process the exchange/credit. The woman at customer service assisted us after some confusion on what we were trying to do. She processed the exchange and said we were all set with a deliver day of mid August. We thought the table was a little more than our credit and expected to pay the difference so I confirmed there was nothing else she needed from us but she said no the credit covered everything. I left but when I got to the care realized I had no receipt so I even went back in to confirm again and ask for a copy of the order which she said she was going to email again. I left after that expecting an email to come through. It never did and I spent 3 weeks calling about 25-30 times without a single call being answered. I tried every prompt in there phone tree still with no answer. I then tried the national number where a rep told me that my order had been cancelled because of an unpaid balance. I was forced to drive back to the store which is not close to me at all and ask in person what was going on with my order. The woman at customer service was shocked that my order got cancelled and blamed it on someone not reading her notes correctly. She rang the order up again the exact same way until I had to tell her that there was a difference in price before she made the same mistake again. She finally got it right and I paid the difference but now the new delivery date was mid October! At least I got a real receipt this time and order tracking information. Fast forward again to the week of the due date when I check online to see the status and the delivery date had gotten pushed back again with no notification or call letting me know. This continued for several weeks where the date kept getting pushed back a few days before it was set to deliver until finally last week I got a call on 10/31 that the couch would delivery on 11/3. I was relieved it would finally be over but then someone else called back the next day to say it was actually delayed again until the following Sat. Then this week someone called to confirm the Sat deliver but I asked if they were sure this time and they put me on hold then came back and said it was actually now coming 11/22... at this point I'll believe it when I see it. Its not like I can actually call anyone about this since no one...

My husband and I ordered furniture from American Signature in January- a queen sofa sleeper and matching loveseat. We were aware that because of COVID our expected delivery dates could change, and honestly that is not what I am upset about. I am upset by the complete and utter indifference with which we have been treated. Originally, our sofa was supposed to arrive in February and our loveseat in March. We received an email stating that the sofa would not be arriving until April, but we could still expect the loveseat in March. On the stated delivery day, I stayed home and waited for a call. I never heard from anyone and the loveseat was not delivered. The next day, I received a call letting me know the sofa was actually coming earlier than planned and would be arriving the end of March. When I asked what had happened to the loveseat, I was told it was delayed until April. I expressed the fact that I wasn’t made aware of this and had spent the entire day before waiting for it to arrive. There might have been an apology, I am not really sure. The sofa was delivered the end of March. When the delivery guys got the mattress out of the plastic wrap to put it in the sofa, I pointed out that it had a small stain on it. The delivery guy took a picture of it, and told me he would let American Signature know and I would probably hear from them in a few days about getting it replaced. This did not happen. Instead, I received a call several weeks later letting me know the loveseat was again going to be delayed. When I asked what was going on with the mattress, they did not know what I was talking about. I explained what had happened, and they told me they would send someone out to look at the mattress. After hanging up, I realized I didn’t need someone to come tell me that my mattress had a stain on it. I needed a new mattress. When I called to make this known, I was told I would need to speak with a manager. I left a message for Brian- the assistant manager- to call me. I did not receive a call back. The next day I called and asked for Brian. When I was told he wasn’t there, I asked to speak with the manager. I was told he was in a conference call and I asked to have him call me when he finished. He did not call me back, but a little while later I received a call from Natalie informing me that a new mattress would be delivered with the loveseat. Fast forward to today- I receive another call letting me know the loveseat won’t be coming until June. I am bummed. I ask if I could go ahead and have the new mattress delivered because I am having company over Memorial Day weekend. I am informed that I will have to pay to have the mattress delivered, or bring the old one to the store to make an exchange. This is when I had a rage black-out. I called and asked to speak to an assistant manager or manager. Of course, neither of them were there. Chris offered to leave a message, but I knew I would never get a call back. I was planning on just hanging up, but he let me speak to Ed, the sales manager. God bless Ed. He actually listened to my story and seemed to care, which literally no one else has since this whole thing started. He saw that my mattress will be arriving at the store on May 18th and promised he would either get it on a truck already headed to Murfreesboro or drive it to our house himself. If I could give just Ed five stars, I would. At this point, if we ever get a loveseat, I will be really surprised. I am really hoping Ed comes through for me with that...

*I bought my furniture from the Murfreesboro store but all deliveries/repairs come out of the Cool springs location so therefore I am reviewing the Cool springs location as well. * Buying this furniture was the easiest process and handing this company over 11k for said furniture. However, the delivery process and all the "needing repairs" at delivery has been beyond substandard. I am now going on 3 month of trying to get one of the pieces of furniture without some need of repair into my home and set up correctly. I order 9 pieces of furniture (counting a bedroom suit as 1) and I have had a third of those pieces either not show up, get damaged in the delivery process or get damaged in the set up process. When these things would happen I would be promised a call back that never came...then the person that was supposed to be calling me back would make up a story that him and I spoke that caused even more confusion in the process. I have an entertainment center/wall unit that I have paid over 3k for that has had multiple issues. It has been replaced now 3 times. One time was due to a scratch that it showed up to my home like that. The "repair" man that came painted it the wrong color twice (two different colors). I demanded that they replace that unit. When they finally did bring the hutch piece of the unit the 2 young adult males drilled the screws completely through the wood...nevermind the scratch that came on the hutch piece...So when they came back to replace the piece they damaged in putting it together they did not send the hardware due to someone at the warehouse threw away the bolts to new new piece. I am currently awaiting the doors on the entertainment piece of the wall unit to be aligned. They have already shown up here one time to do that but was informed when they showed up that they could not align them without new hinges. My thoughts are why were these not ordered prior to them showing up. Keep in mind this is a BRAND NEW unit for me not something I have had for a while that they are repairing under the warranty. At this point American signature has been to my home at least 6 times. Each time they schedule to come out it is a 4 hour window that I have to be at home for them to arrive. Thankfully I work from home but those of you do not be aware that the delivery of your furniture may cause you to lose hours at your job that even allowed for you to purchase the furniture...