My Open Letter to American Signature Furniture

Dear American Signature Furniture,

I don’t typically (okay, I never have) write something like this on our site.  However, I feel like, despite my best efforts to make all attempts to rectify the situation, American Signature Furniture has let me down.  Horribly, let me down.

Let me explain.

A few weeks ago, Andrew and I officially got to move into our house after all our renovations had been completed.  Naturally, we were extremely excited to start getting new furniture.  We walked into our local American Signature Furniture store in Moorestown, NJ and were greeted by a warm, and welcoming gentleman named Ray.  He was awesome.  Not one of those pushy salesmen, but there when we needed to ask questions.  Turns out, we didn’t know our measurements at that time, so we needed to come back.  And we did.  We sought out Ray and picked out the pieces that we wanted to purchase that day.  Two couches and a love seat for our family room.  Ray went above and beyond to get us just what we wanted.  We set up the delivery for the following Wednesday and left the store extremely excited.  Unfortunately, that’s where our excitement ends.

That Wednesday, our 3 pieces of furniture were delivered.  Before the delivery company left, the main guy informed me that one of the pieces had a significant scratch on it.  He marked on his paper that a new one needed to be delivered, asked for me to sign the paper, and left. Now, mind you, the entire time I’m chasing our one-year old around the house.  Fast forward a few hours to where I was able to stop chasing our daughter.  I noticed that not only did the one couch have a scratch, but actually they ALL did.  And not just a little scratch.  I’m not that picky.  There were also tears on one of the couches.  More so, once Andrew got home, he immediately reminded me that in college he used to deliver furniture and could tell that we were sent USED furniture.  USED FURNITURE! That I just paid full price for!
He showed me where the arm rests were at different points of “fluffiness” (for lack of a better word) and when you sat on the loveseat, one side actually sank in (it was broken).  We called the local number and the customer service rep was extremely rude.  She even told us that we should have pointed all of this out to the delivery company, despite your policy being 7-days to report any issues.

We actually decided based on her communication with us and the problems we were having that we just wanted our money returned and we would go elsewhere.  She informed us that they would pick up the furniture on the next Wednesday. I was so angry that I actually e-mailed the company to which I had to follow up because I never received a response.  They couldn’t even locate my e-mail.

Fast forward to that day, the delivery guys came (they were two different guys than the first time) and were on their last piece of furniture.  They were going out the door when they hit my door frame and actually dented and took a chunk of the door frame out.  I called the lady back that reached out, as well as the local store.   The local store said that the delivery company would call us.  They haven’t.  We called the local store again a few days ago to tell them we haven’t heard from the delivery company.  Again, they said they would put a note in for them to call us.  Again, we haven’t received any communication.

Yesterday, I was finally able to speak with the lady from the corporate office (from the e-mail) and she assured me the delivery company would call yesterday.  Guess what?  They didn’t.  No call phone from anyone.

I’m assuming at this point that my situation is not going to get rectified.  Yes, we received our money back for our returned purchase, but that doesn’t take away from the fact that my brand new door still has dents and a chunk missing. Poor customer service on the corporate end takes away from the amazing service we received by an associate looking to increase his sales.  So not only did you disappoint our family, you disappointed a salesman who lost a sale for something he had no control over.