American Signature Furniture — Local services in Citrus Park

Stay away from them. I cannot recommend American Signature Furniture due to their disappointing customer service. In April of last year, we purchased two recliners, and by February this year, one of them had stopped working. We anticipated a straightforward resolution, especially since both the product and our extended warranty should have covered the issue. We bought the recliners from their Tampa store, and the delivery to our home in Saint Petersburg went smoothly. Unfortunately, my experience since reporting the problem has been frustrating. It has been over a month since I reached out for assistance, and my recliner has yet to be serviced. What’s worse, I still have no idea when it will be handled, and it seems that no one except myself is concerned about the situation. Here are the details:

On February 12, I called the store to report the issue, and they instructed me to contact the warranty provider directly. This was my first point of contention. As a customer, I believe it’s the responsibility of American Signature Furniture to manage warranty issues, regardless of whether they subcontract services. After calling the warranty provider, I was told that a technician would be sent on March 14. They also mentioned that I would receive a confirmation call from a specific number a couple of days before the scheduled visit.

However, on March 12, I received no call. When March 14 arrived, no technician showed up. Concerned, I called the provided number, only to find out they had no record of my request. After some back-and-forth, the warranty company contacted the Tampa store, who informed them that since I purchased the recliner in Tampa, it was their responsibility to serve me. My question is: why is that my problem? I purchased from American Signature Furniture, and it should be up to them to resolve any internal issues related to service.

The agent eventually rescheduled my service for March 21. When I expressed my disappointment at the unnecessary delay, they transferred my call again and the new agent found me an appointment for Saturday, March 22, since, they said, they only service my area on weekends.

Feeling extremely dissatisfied, I requested to speak with a supervisor. They told me his name was Kevin, but he was busy at the moment. Although I was assured that Kevin would call me later, the day ended without any contact from him. Neither did I hear from him over the weekend.

Today, on March 17, I called the store again to inquire about Kevin. My first call went unanswered, and on the second try, I was directed to a voicemail stating a 35-minute wait time.

Is this what American Signature Furniture considers acceptable customer service? If, like me, you believe the answer is “no,” I urge you to think twice before making a purchase. This was my first experience with them, and it will certainly be my last. And I am now seriously contemplating taking legal action for breaching the service...

One star isn’t low enough for the services of this store with the exception of Charlene who is a doll. The store manager Victoria, absolutely the least helpful manager of any store I’ve ever even heard of. She doesn’t call back or even answer the phone, it’s a joke. They came out over a month ago for a warranty call on a 1 year old sectional that all the electronics on it went bad and a seam ripped. They lost the work order and had no idea what to do when I called every week to follow up, I was told it would be 4 days before they got this scheduled. Weeks later they realized they don’t have it anymore and we went and picked replacement furniture per the extended warranty. We picked the new and they advised we had to pay for delivery of the new stuff because they had to pick up the old, fine, no problem. I get a text Wednesday that our delivery window is 8:15-11:15. I called them as that didn’t make sense to put a delivery with pick up that early in their route and i wanted to make sure it was right. I spoke to a young man who told me he would check with his manager and call me right back, 4 hours later no call back, I call them again. I got the same person the second time so days yup all set for tomorrow. Ok that’s fine. Then yesterday the delivery team comes, they have 1 chair and 1 sofa. They inform us the other is on back order and they don’t have pick up on their manifest. I let him know they require the sectional back because it’s a warranty issue. We spend a long period of time where they aren’t able to reach anyone before finally getting a hold of someone. They say they can leave both at my house until they can pick up next week, absolutely not, I have 1 living room and it’s not big. I mentioned I have a storage unit and they said they could put it there until they can pick up. Then the poor delivery guy falls off the back of his truck and we call an ambulance. After he was taken to the hospital I call the store manager who says she’s going to look into all of this and call me back. Not a word from her. I called the store back and she did not take my call, passed a message through another employee to me that I can pick up the other sofa at the store. No apology for the insanity, no offer to make things right, nothing. They haven’t given me a date of when they will pick up the return furniture either. This place has been the most insane experience and...

SUMMARY - NEGATIVE 10

FINAL - Customer service is horrible ranging from unanswered phones/messages, and there is a lack of follow through from employees all the way up to the managers. Quality of furniture is adequate but only after multiple replacements/deliveries. Expect to hear excuses for computer glitches, new staff, production delays.

UPDATE 7/2/2025 - I was not notified of our delivery until I received a text the morning of June 27 dictating my three hour delivery window that day. Again, no answer when I called. I actually went in to discuss the issue face to face with a manager. He promised to call me the following day (re: a credit to account) and didn’t. After a huge juggling act I was able secure my furniture delivery for that day. Still waiting for my call. UPDATE 6/24/2025 - The rating is now NEGATIVE 11. Since my last post I have left a message for the manager and a message for the salesperson (who was always responsive, until now). I have been unable to get hold of ANYONE to reschedule my delivery which was paid for and have been waiting since November 2024 to receive.

UPDATE 6/17/2025 - The rating has gone to a -10 - yes, a NEGATIVE 10. The "owner's" previous comment on google review to resolving this was: "thank you". That was sure helpful!

Deliveries have been scheduled for April 10, 28. May 16, 17. June 6, 11, 12. We still do not have our issue resolved, and we have not received an update with new delivery dates. Our master bedroom furniture drawers do not shut; pieces of our family room sectional are crooked on the ends, and one of the electric recliners pops when in use.

MAY 2025 - I would give them -5 (that’s right, NEGATIVE five) rating if possible. Evidence: -Waiting on a complete delivery from October. It is now May. -They have shown up with partial deliveries, kind of a big deal when it’s part of a sectional. -They have been attempting to “make it right” since January. Still waiting. -Delivery windows are “false”. -They don’t answer their phones. -Sales people can’t see the other (delivery or truck inventory) systems to be able to help. -Managers are really no help bc info provided is inaccurate. Additionally, they don’t seem to be authorized to “make things right”. -Messages are not returned. -Corporate doesn’t acknowledge let alone respond to...