Bassett Furniture Direct

The customer's original order was from January I, I was a "nofit" and customers' asked us to hold until their home purchase wentthroughThey never purchased a new home and said they did not like anything In our store.We charged them a restocklng feeIt was part of our original terms and conditions.On june 27, 2016, they came in and purchased a smaller setWe are refunding the restocking fee.I believe everything Is settled.Thank you,Valerie D [redacted]

Complaint: [redacted] I am rejecting this response because: My problem is not only with the sofa, but with the disrespect we received while picking up the furniture and while trying to work this out with themWe have had this furniture for 1/months and it has taken that long to get to this pointBetty did take pictures that day, but she misplaced them, our GOD knows what else she might have done with themI furnished the pictures As far as the fabric, it showed dog hair and as they put it, "GOD knows what else", is because despite our vacuuming the cushions and using a lint brush, we just can't seem to get them cleanWe spent extra on the fabric protection for this kind of stuffDoesn't that account for anythingWe poof the cushions multiple times a day and they still look old and broken down after only weeks Then there's the lame offer from Bassett FurnitureWe spent almost $on this sofa, including the so called fabric protection and after we rented a U-Haul to bring the furniture from their warehouse in Kent, WAto Wilsonville OR, They gave us three options$They would replace the carcass of the sofa, but we would have to rent a U-Haul, bring the current sofa to Kent, which is about miles and the either pick up the new carcass then, or make another trip to pick it up, I'm not sureIve already been ripped off, why would I spend more money? My other issue is with the way that Bassett Furniture Corporate handled my personal complaint when I went to the topThey asked me to email them my complaintSo I didThey simply forwarded my email back to the warehouse and BettyThe very place and person I had the complaint aboutThey also forwarded a copy to the regional ManagerI never heard from himI called Corporate back and they forwarded my original email once again to both partiesI heard from Betty, but not from this regional Manager personI think this response from Betty was the first time that she did so without my nagging her I think it would be appropriate for them to refund my money, but at this point I'd be happy if they would refund half of itThen I would be inclined to drop this frustration Sincerely, [redacted]

I am disputing that Bassett needs to stand by a defective product that I spent $1,for a leather chair that is peeling The mechanism in the foot rest has not worked properly, the leather on the arm rests is peeling after months After reading several reviews on social media about the very same issues with leather furniture purchased from Bassett I now realize that this is not an isolated case Even though this was a floor model and no warranty was attached to the sale, I feel that I was mislead on the quality and durability of this leather recliner that cost $1,on sale I also spoke with the corporate office in Virginia to no avail I have owned quality leather furniture in the past for years and never had this peeling problem after months The only way I will be satisfied in this case is with a full refund for this defective product I will be contacting the Attorney Generals Office if this case is not settled

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

3-25-cust came to pick up merchandise and complained about the fabric on the front kick plate slightly leaning to one side also, the RAF arm the fabric is pulled compared to the LAF Took pics and told her I would have to send them to the factory and see what they have to say...bv 4/22/Customer called unhappy with sofaBetty emailed me pictures and filled me inBetty and I decided to give the customer three options1) Keep the sofa and will give him a $credit2) Bassett will replace the carcass at no charge but he will have to pick it up or 3) We'll order him EXFIRM seat cores at no charge and send them to himHe talked it over with his wife and he doesn't like any of the optionsHe's going to bring this up with Corporatedrc 5-6-e-mailed cust again after receiveing pictures they sent to Corp He was complaining about all the cushions also but in the pictures it just shows dog hair & lint and God only knows what else Told customer that the offer still stands the same as before And told her she needs to maintain her sofaShe replied that this was discouraging to her and one way or another we would be hearing from her..pictures on file and my e-mail trails also...bv

Complaint: [redacted] I am rejecting this response because: We found problem with the table in the first placeBecause we did not start using the rest of the furniture (especially the bed) two weeks after it arrivesWe went to the show room several timesWe do understand if there are knots on the tableBut our table has slits on itWe sent the pictures of the slits to Bassett's design manager Debbie, but they did not upload them to the claimPlease find the picture of the slits in the attached fileBefore we sent email to Bassett, we called customer service which is covered by our protection plan several timesEven if we left a message, they never return our phone callAfter spending two weeks calling customer service with no result, we started sending email to Bassett store and calling themEach time, Bassett told us the slits were and the rancid rag smell of the table would go away in a monthBut several persons who were working on the home remodel and furniture sales told us the slits would be a problem as time went byAnd the table still has the smell even though it has been in our house for more than two monthsAfter we sent the email to Bassett store, we found a problem with the mattress (because we started to use it two weeks after it was delivered)For the mattress, we just do not want to use any product from Bassett any moreBecause based on our experience, if we find anything wrong, they will not help us, even if we pay for the protection planFor the signed sales order, it does not contain the special ordered table (FirstReceiptNotFinalized.pdf)And it says Bassett will pay for the sales taxFor the final order, I never see the final receipt only after I paid off everything( [redacted] Sales Order Payment Receipt.pdf)And it does not have my signature on itIn the final receipt, Bassett do collect tax in the orderAgain, we still think the slits and the smell on the table are manufacture defectWe would like to return the products.Sincerely, [redacted] ***

Revdex.com spoke with the businessThe new mattress has been delivered

Brandywine Resurfacing was recommended to me by a friend who had used their services and was very satisfied I contacted them and was provided a thorough explanation of the process, timing and cost They were flexible in working with my renovation schedule, even when I needed to change the timing for their work They showed up on time, were careful in protecting all exposed surfaces in the bathroom, set up appropriate exhaust systems and were very meticulous in their work The quality of their work is outstanding and the refinished tub looks brand newI highly recommend them for any bathtub resurfacing work

Revdex.com spoke with [redacted] from the businessTheir tech has been sent out to address the issue with the mattress and the business is now waiting to hear back about the problem

Bassett decided to refund the restocking fee, so I got a desired outcomeThank you

We bought a Warranty through Basset but they said since its a manufacturers problem it doesn't cover it

Bassett Furniture has offered customer replacement of leather sectionalRefund is not a company policy and customers sign a Purchase Review that outlines no refunds once order is submittedDamage to sectional was not due to factory, hardware or wood frame defects

Drawers on furniture I purchased do not close correctly
On 4/29/I purchased a bedroom set The dresser model #XXXX-XXXX and nightstand #XXXX-XXXX were delivered on May 13, The salesperson was *** *** The drawers do not close properly*** assured me someone would come to my home to fix themI never heard from Bassett despite calling them several timesThe dresser cost $587; the nightstand cost $Payment was made with a credit cardMy cr XXXXXXXXXX

*** *** came to us to purchase furniture for her living roomShe had an in home design consultation at which time measurements were taken and merchandise was selected for presentation before making a purchase agreementUpon presentation of the design of her room, *** *** chose to purchase
a custom area rug, which was displayed in store in a smaller size, and artwork to complement her furniture purchases and to accessorize the roomThe area rug is indeed custom order because of the sizeWe show the rug on our showroom floor in the standard 8xsizeThe size needed for MsRosales's room was 9xand had to be custom made by the manufacturer as this is a size available, but not a standard stocked size*** *** signed the document presented to her, acknowledging that the order was a special order and therefore not eligible for cancellation or returnRestocking fees are not discussed, because of the nature of the special order agreement.At the time of delivery, *** *** stated that she did not like the artworkShe was told at that time that we would accept return of the artwork"Accessories" as defined by the hour return policy are in stock items with immediate availabilityThese items are easily returned to good stockWe are happy to return these itemsA custom order rug, made and brought in specifically for one customer because they chose to order it does not meet the qualifications of the hour return policy. We have offered two concessions to accommodate *** *** request to return the custom area rugOne, pay a 25% restocking fee on the price of $2,with a refund of the balanceTwo, pay a 15% restocking fee on the price of $2,with available in store credit on the balanceThese are more than reasonable accommodations when we are not bound to return the rug at all due to our special order policyThis rug is not easily returned to good stock due to its sizeWe will have difficulty attempting to re-sell this itemThis is the reason for the restocking fee and is customary in any custom order scenario. *** *** also states displeasure with her credit card being run before the merchandise was deliveredThis is also and customary in any custom order scenarioWe cannot process an order with no money it from the customerOf note, she received her bill on 7/and her merchandise was delivered on 7/As well, she was given month financing terms. Lastly, MsMorales states her amount in dispute as $3,How this total is arrived at is unclearThe artwork was $and the rug was $2,With tax, this total is $2,764.47. Settlement Offer: We will accept the return of the artwork for full refundWe will accept the return of the rug with either a 25% restocking fee and full refund, or a 15% restocking fee and in store creditWe will not accept return of the rug for full refund.Respectfully Submitted,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

This has been satisfactorily resolved with exchange made on June 30,

Attached are copies of the order signed by the customer *** ***Page clearly states the recliner is a floor sample*** signed page also which states that the item sold as a floor sample is not eligible for any repair, return, or serviceWe have supplied the customer with names and phone
numbers of repair people that she can contact to repair the leather.Thank you,Valerie ***Store Manager

On 3/25/2015, satisfactory resolution was offered and acceptedThe exchange has been authorized and new merchandise has been ordered

To whom it may concern,We have been working with Ms*** for quite some timeWe have addressed all of her concerns and have rectified all issuesWe have all the furniture scheduled to be delivered out to Ms*** this weekend

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The representative was from a furniture repair store arrived on Jan and wrote up the report describing that he too could smell a musty, mildew odor coming from the mattressHe said that he would turn the report in that dayHe explained that now Bassett needed to work with *** * *** for next actions.On January, I contacted the store ***, ***, for next actions to expect and she stated that she had not seen *** report yet and would get back with meUntil they have in motion the process for getting my mattress replaced or refund my money, I will not satisfied
Regards,
*** ***