American Signature Furniture — Local services in Brookside

Amazing service is good business!

As a life-long American signature furniture customer and store credit card holder, I am proud to share my experience at ASF Governors square, Bear, DE

I went into the store today with a complaint about my sofa set that I bought few years ago currently under warranty. I wanted it to be fixed and at the earliest like every customer demands it. The "store manager - Kathleen" has explained it could not be done as it was discontinued product and this particular issue could not be fixed. I was genuinely upset and felt helpless and didn't know what to do, but went on with my saga.

I think "Kathleen has put herself in my shoes" and made few phone calls to corporate office and finally called her manager who was on vacation on a Saturday evening. After profound discussion, I thought she would make some concession and refund my warranty money back. Completely to my surprise "she offered refund for entire price of the sofa set". I was speechless and amazed from then on it was cake walk.

"Ron" the sales consultant (I called him the "easy" guy - as he pretty much knew everything about the products) showed us around the store - all sofa sets and finally we got a sectional! "Hooray". All this in an hour.

Here is what makes this a great lesson in amazing customer service:

They were willing to listen my problem. Had Kathleen not taken the initiative, I wouldn’t have known what to do. My problem became her problem, took ownership of the problem. I didn’t have to do anything but accept her help and support. Kathleen came up with an immediate solution to get me a replacement Sofa set and even though I wasn’t expecting going home with new sofa, I did! This is “business as usual.” What I realized, shortly after the visit, was that American Signature Furniture does this every day for their customers, with already lowest prices in the market. They do this all of the time. They have a system and a procedure to protect their customers, and that’s reassuring.

This is more than customer service. This is confidence creation. Confidence comes from trusting a company like American Signature Furniture. A company’s product becomes everyday part of life, their people have to create a great service experience, and it has to be consistent. It has to be good all of the time, not some of the time. The goal is for the customer to “own” the experience. And when that experience is consistently better than average, the company is operating in the zone of "Amazement". American Signature Furniture...

WARNING: DO NOT BUY FROM AMERICAN SIGNATURE FURNITURE – SCAMMERS!

I financed my furniture through the financing option they offered me, expecting a smooth transaction. However, I have been making payments since November 15, 2024, WITHOUT EVER RECEIVING MY FURNITURE! It is now March 2025, and they keep changing the delivery date without a clear explanation.

When I reached out to the store for answers, Store Manager Rebecca showed zero professionalism and no respect for customers. Instead of offering a real solution, she simply told me I could cancel the order. When I asked to speak with someone who actually cares about customer service, she gave me a corporate phone number where NO ONE ANSWERS!

THIS IS FRAUD – TAKING PAYMENTS FOR UNDELIVERED PRODUCTS!

I am paying interest on furniture I NEVER RECEIVED, and American Signature refuses to fix the situation. This is a blatant case of deceptive business practices and possibly financing fraud.

Legal Actions I Will Take Against This Business: File a dispute with my financing company – If you financed through American Signature’s partner, demand a chargeback or cancellation of financing for non-delivery. Report them to the Better Business Bureau (BBB) – File a complaint at www.bbb.org for their fraudulent business practices. Report them to the Federal Trade Commission (FTC) – Taking payments for undelivered goods is illegal. File a complaint at www.reportfraud.ftc.gov. Take them to small claims court – They can be sued for breach of contract, misrepresentation, and financial harm. Leave negative reviews everywhere – Post on Google Reviews, Yelp, Trustpilot, Facebook, and Reddit so no one else falls into this scam. File a complaint with your state’s Attorney General – Many AG offices take action against financing scams and deceptive business practices. Report them to the Consumer Financial Protection Bureau (CFPB) – If the financing company is involved in this scam, file a complaint at www.consumerfinance.gov/complaint. Contact local news or consumer advocacy groups – Businesses like this rely on customers being silent. Expose them!

TO EVERYONE ELSE: AVOID AMERICAN SIGNATURE FURNITURE AT ALL COSTS!

They take your money, finance undelivered furniture, and leave you paying for NOTHING while lying about delivery. Save yourself the stress, frustration, wasted time, and financial loss. If you’ve been scammed too, REPORT THEM IMMEDIATELY and demand...

⭐⭐⭐⭐⭐ Shopping for furniture can sometimes feel overwhelming, but Regina made the entire experience enjoyable and stress-free! From the moment I walked into the store, her approach was perfect. She greeted me with a warm welcome, introduced herself, and assured me she was available if I needed anything—but there was absolutely no pressure.

What truly stood out was her professionalism and genuine care for what we were looking for. She didn’t use pushy sales tactics or follow us around, which made us feel completely at ease. When we had questions, her recommendations were thoughtful and tailored to our needs, showing she really listened to what we wanted. Everything felt like a conversation instead of a sales transaction. Coming from a sales background, you will understand that is a HUGE component to gaining your customers trust. Regina nailed it!!!!

As we all know, nothing in life is perfect, and there were a few hiccups in the process that had NOTHING to do with our salesperson Regina (Gina). However, Regina went above and beyond to make it all worth the investment. Her exceptional customer service, follow-up, and follow-through turned what could have been a frustrating experience into one I’m grateful for. She stayed committed to ensuring everything was right, even long after the sale.

Even now, Regina remains available for any questions or concerns I may have. Unlike many salespeople who disappear after sealing the deal, she has always been just a call away—and if she ever misses a call, she makes sure to call back. That level of care and dedication is unmatched.

Although we don’t have any current furniture needs because we got everything that was needed during the shopping experience, we wouldn’t hesitate to return to Regina in the future. If you’re in the market, we highly recommend asking for Regina, “Gina,” for your housing furniture/accessory needs. She will make sure you’re taken care of from start to finish!

Management- You have a GEM in Regina (Gina) who in our opinion is a major asset to your establishment, please recognize her for this commendation, it is well deserved.

Regina- Thank you for being a SUPERSTAR! We are totally thrilled with our full Livingroom transformation! If we could rate you a 10...we...