Update: American Signature has fixed this! We were able to return our headboard and were given a new one!

First, to my viewers, I am so sorry for having to provide negative reviews. but I have to forewarn of what you already know. American Signature Warranties are a joke. The following is the best of my knowledge and belief. I am expressing my experience and expectations of a good customer service experience.

American Signature Warranties and Uniters (thumbs down)

In 2013 I purchased a Marilyn bed, Foam mattress, and an American Signature Warranties, Around $2,000 total.  It was my first purchase and 2nd overall to date from the company. Warranties, they’re a waste of time and money generally. I fell into the trap at the store from our salesperson. She provided to me verbally that with American Signature Warranties all the leather is covered, the footboard and headboard. I asked and questioned her about the footboard, she said yes it is a type of material that is covered.

I cautioned my wife against it due to our recent incident with Best Buy and their warranty. We were told one thing and provided terms to another. A typical sales pitch. There’s no real discipline for these errors because the benefit outweighs the lack of selling it. So false promises throughout all industries seem to contradict the terms. Imagine, (at the time), 2013, you get $59.00 company wide from a million customers a year. $59,000,000 is a great self-insurance plan if they can convince with whatever means to get the sale on the warranty. I, in fact, asked for a brochure on it and they said they didn’t have any. A person acting as a manager took over the conversation and said it’s well worth it. Telling of his own account of using the warranty. They were looking for one while we finished up the sale. I will give it to them we were in there later in the evening.

I took the bait, $59.00 This is a very nominal charge for their promises. They did verbally promise any damages pets, accidental, defects etc. There’s no pet damage here so atleast that doesn’t apply. However, upon delivery/pickup I did get a pamphlet and the warranty term card which is blue and a pretty trifold brochure echoing similar language. One part of that indicated that pets are not covered. I wasn’t shocked, but called the store and asked them afterward, They did tell me that if I did have any troubles with the bed come to the store first and they will try to help me.

Fast forward 2017, 3 years and some months after owning the bed, no troubles, great bed, it was the “Marilyn” When I arrived back on August 26th, 2017 My wife and I were cleaning up and making the beds and she alerted me to some peeling/cracking on the headboard which is bonded leather. I felt it and it felt brittle and breaking, you could almost touch it and it get a couple flakes to fall off. I had not noticed any of these flakes in the bed or on the ground.

Calling Uniters about American Signature Warranties

Prior to calling,  I downloaded their app and started a claim, the app was working fine then locked up on me. I was unable to finish the claim, so I called. I even made the customer service person aware that I was trying to file on the app but it was not working. The person I spoke with was friendly and nice, and that’s about it. I gave her the information about the leather. She asked me when did this happen, I said I don’t know last month. Probably not associating that we’re in September she may have thought it happened in July. She put me on hold and came back and said “you only have the leather stain protection plan, cracking is not covered” I said what? I am confused. I guess I will call the store. I called the store and she was baffled about the terms and said yes that should be covered, meaning bonded leather. I read her the terms and she offered to have me email photos in and the warranty card. Hanna Stated she was new and know that the warranty had recently changed.

I called back Uniters, read term for term and then was provided that I was out of American Signature Warranties due to not reporting it within 15 days (My pamphlet has 10 days indicated) I walked through the house to my wife and asked her, “when did we get back?” She said on the 26th (August). I explained to the second person that I didn’t give her an exact date because I didn’t know it until confirming with my wife. The time frame that I discovered it was within the 10 days of my discovering the cracking. I was told from the second uniters phone call that she can alert a manager/supervisor but they will be back Tuesday. I am fine with waiting on that but she said they probably wont reverse the terms. You’re not covered since it’s not top grain leather. I re-read the terms to her and said “Cracking peeling of all leather, leather-touch, bicast, bonded and vinyl in non-seated areas.  She then mentioned about the date also. I said I don’t recall giving the previous call taker a date, but my form says 10 days not 15 days as you mention.

Troubled statement

When Calling back the Daytona American Signature Store, I spoke to another person who after verifying that they received my email said the manager was busy. She pulled my order up and looked at the pricing and confirmed I had the warranty. She made a comment of, “You did pay $59.00 for it”, maybe that has something to do with it. I said I sure hope not since we purchased something you decided to sell at that rate for those terms. I am currently waiting for a call back from American Signature at this time.

I have always said it, the warranties are a joke and a terms war. So I stay away from them as much as I can. However, with American Signatures warranty, they say if you file no claim, you get the money back! So if they still hold to that may be a reason. It’s in the form of credit and has a 60-day term life on the warranty card. So you have to buy new furniture or you lose it within 60 days of receiving it. Fair enough.

American Signature, I want you to just cover your promise. I am not asking you for the verbal promises we were provided about pets and such, since this is not related to pets. Just what your final bullet of coverage says. “cracking or peeling of all leather…….in not seated areas” As per your employee statement of downplaying the price I paid. It’s what you charged them, and I am sure it is higher now, understandably so.

I have lost so much faith in local retailers due to the interaction between customer and business. You can’t screenshot a conversation (record) and hold them to their word. Even worse, you can’t even keep them to their terms that they provide you. I would be glad to revise and update this warranty review pending their outcome of upholding their terms and agreement during this transaction. Overall we have been satisfied with the purchase until claiming the warranty.