American Signature Furniture — Local services in Morrow

Terrible customer service. 3 managers in the store and it takes 45 minutes to get one on the phone. This after I ordered my items 11/28/2020 and the nearest pick up date was 12/26/2020. I agree to it because it was a good black Friday deal. I call earlier this week to see if wait would be possible to pick up on Christmas Eve if possible. I was told no because of the way the furniture moves in and out of the warehouse it wouldn't be here until then and would be available on 12/26/2020. I call today expecting to pick up the furniture I ordered almost a month ago now and I get put on hold. Living 45 minutes away one way (not including any traffic from I-75) and having arranged with my buddy to help me out, I am now told that my entire order isn't ready for pick up, just the sofa but that the remaining part will be available 1/13/2021. Frustrated due to the lack of communication and no effort by the individual to attempt to make good on a bad situation, I ask if it was possible to just have the remaining part delivered since I live so far away. I get put on hold again. She comes back saying, no they wouldn't be able to deliver the remaining part of the order since I didn't pay for home delivery. Im not making two trips for an order that should have already been there, so I ask if I can cancel my order. Yes, let me get a manager. After being on hold again she comes back saying well we can deliver the rest of it but it wouldn't be until 1/29/2021. I decided that was just too long, they've already had my money for a month already, nobody told me prior when I called that it would be another 3 weeks before my entire order arrived, now its going to be 2 months since I placed the order to get it here. I just wanted to cancel my order, so the lady says ok, let me get the manager. The same lady then comes back to say, we can cancel the order but since one piece is already here, its going to be a 15% return fee due to the item being there. Irritated now, I tell her that I will not be paying that and if needed I will dispute the transaction through my bank and I would like to speak to a manager. She says ok and puts me on hold. After being picked up and put on hold 4 more times, the same lady picks up and says that the managers are all tied up and she can take down my information and have them call me when they aren't busy. I said that I dont mind waiting as its already been nearly 30 minutes at this point. She says no that 2 managers are in the warehouse and 1 is on the sales floor with an urgent matter with a customer. I asked her if I could call a corporate number to cancel the order and she says that there isn't a corporate number to call that a manager would have to cancel the order. I told her that I do not mind waiting and she says ok, bye and puts me on hold. When the phone starts ringing again I get hung up on. I call back up to the store and nobody even picks up the phone, just places me on hold. Finally after 18 minutes of this, a manager picks up the phone and says that they can remove the furniture off the order but that I will have to call their customer support line to get them to cancel the order and reverse the charge. Beyond frustrated, I told her I asked the other lady that and could have saved 30 minutes my time by just calling them instead.

Now I'm on hold with the customer support team for 1 hour 19 minutes and 48 seconds. I do not recommend ever buying from them if you actually want to get furniture in a timely manner when they say you will. If you want to cancel, please plan to spend a few hours trying to do so.

Side note, while waiting on these people, I have ordered a very similar set from Ashley Furniture. I called on my wife's phone and talked to their customer service center and explained the situation, sent them a screen shot of my order, and they discounted their items to get close to the black Friday deal I ordered and will deliver next Friday. Excellent...

This store has by far the worst customer service. Please go to a different furniture store. Look at reviews of other customer stating the issues the have had with this store regarding “available” dates versus when they actually get their items.

To the male sales “manager” at the morrow store who so blatantly said providing his name “didn’t matter,” here is a reminder that you picked your job, if you can’t offer proper customer service, go somewhere where you don’t have to interact with people. I could really go in on your for real and have you rethinking your entire existence, I’ll spare you. You’re miserable already.

To the woman “Tye” (the sales “manager” without a name, provided her name) called me requesting a delivery, specifically stating she would “call back to confirm” without even calling back to confirm anything but yet going in and putting in the system that I asked for and confirmed a delivery. Was it really too much to call back to confirm with me once you found out route times?

I called American Signature to express these issues the male sales “manager” stated “my delivery was scheduled for tomorrow and he can’t provide a time”. He stated I didn’t call a no it customer service I called about my delivery. I started my entire approach off by saying “I would like to express the lack of customer service at this store” but he was to busy making sure I countered to experience poor customer service.

Spoke with Donna who stated there is actually NO delivery in the system and Tye left the store without calling me back. Not only was the sales “manager” not at all hopeful, he’s a liar.

I’ve been through the worst experience with this store since the moment Keyla said the furniture was available in store and actually wasn’t. Then after we received a 23 days pickup date that was changed to be “tentatively” 10/8, the store all of a sudden wanted to start using the term “tentatively” and saying “Kayla should’ve told you our dates are tentative” instead of taking accountability for falsely stating what we purchased was available when it wasn’t.

Since buying my home I’ve had no issues with other furniture stores. Purchase and delivery with other companies have been smooth, even financing options have been smooth because nobody wants to deal with the stress of having to furnish their entire home with the cost to do so and on top of dealing with finding the right items for your home at reasonable prices but American Signature, specifically the people who CHOSE to work at this store are there to ensure they provide you the most stressful experience from the start. I will be using my social media platform to ensure know what they are going to get from American Signature at Morrow, and that is the bottom of the barrel...

The only reason I will continue to shop here is because of Amber, Dakota and Kay . Customer service is great however the operations side of the company stinks. Made a purchase week before pandemic lockdown so wasn’t able to pick it up due to leaving the state. Got back to the state, called to pick up my item and was told it was sold and I had to wait another month for an already paid for item. On another instance which was just yesterday 8/7/2020 purchased a love seat chair . Called to tell them when I would be picking it up only to be informed that “ I never made the purchase”. WTH I was in here 3 hours shopping. They had cancelled my order without even a phone call. I witnessed the assistant manager being extremely rude to a customer and thats unacceptable. Again if it were not for those three sales people I would not ever go back. (Also most things are out of stock and not deliverable until December 2020.) What kind of Jook Joint furniture store are you running?

Update 8/21/20 I changed my rating from 4 to 1 if I had a “0” stars I would give it to them. As much as I love the sales people I mentioned above I will not be going back. Since my last post I was called and told that an item I paid for In February that was supposed to be delivered in September will now not be available until December. I canceled the order. Asked for something in writing stating it was cancelled. They send me a blank letterhead. I bought a love seat. Went to pick it up at 11am , told the sales person I was in route. Get there and had to wait an hour for the pickup area to open. Don’t you think it would have been appropriate to tell me the pickup hours while I was on the phone. Ordered twin beds. One came w feet and the other didn’t. Delivery guy says Np I’ll get you some and get them delivered. Nothing. I called only to be told that promise should have not been told to me, they don’t have any feet because the beds were a clearance item and there’s nothing they can do. Never knew I was buying a clearance/close out item. That was like buying a new toilet w no handle to flush. Then this morning I get an email for a $400 purchase that I never purchased. Talking about thank you for your recent purchase on 8/20/20. I can’t take another situation from this place and will never go back. As soon as they open today I will find out about this so called purchase I never made. I’ve spoken with management several times. It’s really sad that people don’t realize the value in taking care of your customer. We have choices and I choose...