Bassett Furniture Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is mostly satisfactory to meI was allowed to exchange the old 60/40%
leather/vinyl sofa by paying a restocking fee of almost $1,I received showroom floor models that are truly 100% leather and had them delivered on Thursday, June 30thThey were purchases, so if there is any damage now or in the future, they will not be covered by a store warrantyIn addition, the "bumper to bumper" warranty I paid $for the first sofa, was un-refundableInteresting note: I was told the warranty would be honored at Bassett around the country (since we knew we would be moving to another state)This is incorrectThey only honor it at the San Diego locations since it this Bassett Furniture is locally owned by a single individual.I feel that they did almost all they could to be accomodating to my incrediby brief timeframe, and for that I am gratefulI would have been 100% satisfied had they not charged a re-stocking fee of $970+ since they acknowledged that they sold me a sofa that wasn't 100% leather, as promisedThe new leather sofas I purchased cost more than the one I had bought, but I was more than happy to pay the difference for that expenseI wish they had been honest with the initial purchase in regards to the vinyl and that the warranty doesn't go with you when you move out of San Diego CountyFull disclosure is always the best business practice!! I hope they change their practices moving forward.Regards,
*** ***

I had Brandwine Resurfacing resurface my bathtub and surrounding tiles The color was also changed to Kohler's off white to match the new toilet and sink What a great job they did....could not be happier Plus, he was courteous, on time, and extremely neat Looks like a new bathroom now without the added cost of of a tear out and new tub and tiles Would recommend him highly

Mr and Mrs*** came into Bassett to initiate there order on 3/23/after several trips and several changes they finalized their order on 3/31/All the items chosen were customMeaning they chose the finishes, fabrics, styles etcPrior to releasing their order the ***'s signed a purchase
review for stating that there are no returns or cancellations to their order seeing as they built these pieces to order
That being said the table they chose is from our Bench made collectionThis particular table is a handmade, rustic looking table there are natural worm holes, knot holes, and scarring that comes from the actual treeI have attached photos, showing the table that is on our floor that the clients saw and used as a visual to purchase their tableI have also attached photos of the clients tableLike I said this being a handmade, non mass produced product no two tables will be exactly alike but you will see that the knot holes and scarring are very similar in both photosThis is not a defect, that is what is so beautiful about this collectionAs far as the smell, this is brand new furnitureIt is wood and has varnish it typically takes awhile for that smell to dissipateMuch like a "new car smell"That being said we sent a tech out to make sure and he wrote in his report that there is no smell other than wood.
I am going to attach the the email that the client sent showing our correspondence to this effect below, please also note that not once in the email were any other issues stated.
Hello ***,
I have looked at the pictures attached and compared them to the table we have on our floorThe table looks the same as the one on our floor
The Benchmade table is made from real, solid Appalachian mapleThe divots, grooves, knotholes and what you are referring to as “scratches” are actually part of the tree that your table is made of
That is part of the beauty of the Benchmade collectionPlease feel free to come into our store and look and the floor model, you will notice similar markings on ours as wellWhile they will not be identical because each table is unique they will look similar
This is not a massed produced product, every table is constructed by hand, not machine
As far as the table being made from a whole piece of wood, I think you may have misunderstoodIt is made from solid wood without veneersIt would be nearly impossible to make a table that size out of a single piece of woodI do apologize for any confusion there
I hope this helps answer some of your questions and again feel free to come look at our floor model or I would be happy to send you pictures as well
From: *** *** [mailto:***] Sent: Tuesday, June 07, 10:AMTo: *** ** ***; ***Subject: Re: send pictures here
Hi Briana,
I took pictures of the dining room table last nightPlease find them in the attachmentLet me summarize what happened recently after the dining room table was delivered:
When the dining room table was delivered, it had strong smellOur parents were very sensitive to the smellHowever, we need to stand the smell for a few weeksBecause Bassett customer service said we need to wait a month to let the smell go awayBut it still have the smell now
The surface of the table is not as smooth as what we saw in the showroomThere are even a few scratches on the cross of two feet which we have not noticed beforeSee the pic in the attachment for detailsDo they use different standard to build showroom table and the table delivered to customers?
When we bought the table, sales said the table was made of a whole piece of woodHowever, in the pic we can obvious see it is notThe table is made of several pieces of wood which made the conjunction place looks like scratch
Best Regards,
***
As far as the mattress as you can see there was no mention of that in the email, again that being said we do have a day sleep guarantee which states that if you try out the mattress and are unsatisfied you pay a restocking fee and you can come in and reselect a new mattress one timeNo where does it state that we will give a full refund and it is not applicable to the basesThe clients were not willing to pay the restock fee so there is no way we could help them.
Onto the protection planThe protection plan is there to cover any accidental staining, watermarks, or chips that are caused by the clientThe issues they have stated do not fall into any of those categories and furthermore are not issues at all
We also do have signed documentation on the sales order, purchase review form, and no sales tax coupon they usedWe have spent countless hours trying to work with the clients we have sent an outside tech, not affiliated to Bassett at all out to look at the "issues" and it has been reported back that, there are no issuesThat everything is in line with what we represent on our showroom floor
I have copies of all the signed documents, as well as the sleep guarantee but I am only able to upload items and I wanted to show the picturesIf you would like those forwarded I would be more than happy to do so

[redacted] 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, [redacted] 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[redacted] 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, [redacted] 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 [redacted] 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.? [redacted] 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,[redacted]

Mrs.[redacted]
class="MsoNormal" "margin: 0in 0in 10pt;">Thank you for allowing us to respond the situation with our customer [redacted] came to us stating the wear of the leather on his sofa he purchased seven years ago was not holding up as he had hoped. He stated to me he believed it was not leather or it was "a bad batch of leather." I contacted our manufacturing department to see what the product was on the sofa to be sure he had indeed received what he had purchased. I contacted [redacted] and explained to him that it was Bi-cast leather which is indeed leather with a Polyurethane coating for a more consistent color and finish. This is a highly regarded product in the furniture industry because it is easy to clean and it is easy to maintain. He sent photos of the sofa showing what appeared to be punctured holes and the finish was peeling Since there was nothing I could personally do at the store level [redacted] was contacted by district manager [redacted][redacted] wanted to find out more about the situation, if indeed there was a defect, and to see how we could reach a mutually beneficial conclusion. [redacted] asked [redacted] what he had put on the sofa to care for it and [redacted] clearly said "nothing." All leather products require cleaning and conditioning to maintain optimum wear and longevity. We include these care instructions with all of our furniture After reviewing the photos and speaking with [redacted] it is clear that [redacted] has abused and not properly cared for his furniture and therefore there is no compensation to be given.
Thank you for your time,
[redacted], Store Manager
Bassett Furniture, [redacted] SC

Complaint: [redacted]I am rejecting this response because:
We found problem with the table in the first place. Because we did not start using the rest of the furniture (especially the bed) two weeks after it arrives. We went to the show room several times. We do understand if there are knots on the table. But our table has slits on it. We sent the pictures of the slits to Bassett's design manager Debbie, but they did not upload them to the claim. Please find the picture of the slits in the attached file. Before we sent email to Bassett, we called customer service which is covered by our protection plan several times. Even if we left a message, they never return our phone call. After spending two weeks calling customer service with no result, we started sending email to Bassett store and calling them. Each time, Bassett told us the slits were normal and the rancid rag smell of the table would go away in a month. But several persons who were working on the home remodel and furniture sales told us the slits would be a problem as time went by. And the table still has the smell even though it has been in our house for more than two months. After 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 more. Because based on our experience, if we find anything wrong, they will not help us, even if we pay for the protection plan. For the signed sales order, it does not contain the special ordered table (FirstReceiptNotFinalized.pdf). And it says Bassett will pay for the sales tax. For 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 it. In the final receipt, Bassett do collect tax in the order. Again, we still think the slits and the smell on the table are manufacture defect. We would like to return the products.Sincerely,[redacted]

To respond once again to this complaint. The "slits" they are claiming as defective are natural occurrences in trees. This collection is made of solid pieces of real wood, no laminates are used. This is what makes this collection of table so unique and rustic. All the tables we have on our floor have the "slits" this client is referring to. They are what they used to make their selections.  I attempted to upload the images to the website but it would not allow me due to the maximum allowed uploads. I would be more than happy to send via snail mail if that would help.
The customers were told numerous times that the protection plan they purchased is for accidents or damage that is caused by them. This warranty has nothing to do with Bassett or our Customer service team. That being said, Bassett service had an outside tech, not affiliated to Bassett at all go out to the clients home to examine the table and his report came back that everything is normal
Their claim that they just dont want the mattress is not a legitimate complaint or defect. The customer signed a purchase review for stating that all Bassett products are un-cancel-able  and non returnable (see attached)
Lastly. The [redacted]s did get the we pay the sales tax promo. They way that sale works is that we back out the amount of sales tax 9.5%  from the sale price. to make this less confusing to clients we change their tax rate to non in store then when they leave we do the adjustments to the line items. 
 
I have attached the sales order showing the non tax rate as well as the one with the adjusted line item prices. I have gone over thuis with the clients numerous times and they seemed to understand and now are claiming that they did not receive the discount.Seeing as there are no manufactures defects on the table, nor the mattress we will not accept a return on these items.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

Revdex.com:
I have...

reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Bassett has never attempted to contact me nor responded to any emails which were sent to their Headquarters in Richmond.They have several phone numbers for us and have left no messages nor voice mails.  So, maybe if you provide the phone numbers; they won't lie about it. I would like them to call me at [redacted]
Regards,[redacted]

I am disputing that Bassett needs to stand by a defective product that I spent $1,060.00 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 6 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 $1,060.00 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 6 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.

Thank you for the opportunity to respond.  All financing is handled through [redacted] Financial and not handled at a store level.  Any billing issues would be handled directly with them.
However, each billing from first month to the final bill include the payoff date...

necessary to avoid interest charges as well as the amount of interest to be paid if it is not paid in full by the given date.  Although he may not have received the final bill it is clearly visible on each bill prior the terms of the promotional financing.
Thank you,
[redacted], Store Manager
Bassett Furniture Greenville

On 3/23/2017 we exchanged the rug for [redacted]. We did give her the sale price for her new rug. We did not charge her a restocking fee.Valerie [redacted]Store Manager[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is mostly satisfactory to me. I was allowed to exchange the old 60/40%...

leather/vinyl sofa by paying a restocking fee of almost $1,000.00. I received 2 showroom floor models that are truly 100% leather and had them delivered on Thursday, June 30th. They were AS-IS purchases, so if there is any damage now or in the future, they will not be covered by a store warranty. In addition, the "bumper to bumper" warranty I paid $300.00 for the first sofa, was un-refundable. Interesting note: I was told the warranty would be honored at Bassett around the country (since we knew we would be moving to another state). This is incorrect. They only honor it at the 3 San Diego locations since it this Bassett Furniture is locally owned by a single individual.I feel that they did almost all they could to be accomodating to my incrediby brief timeframe, and for that I am grateful. I would have been 100% satisfied had they not charged a re-stocking fee of $970+ since they acknowledged that they sold me a sofa that wasn't 100% leather, as promised. The 2 new leather sofas I purchased cost more than the one I had bought, but I was more than happy to pay the difference for that expense. I wish they had been honest with the initial purchase in regards to the vinyl and that the warranty doesn't go with you when you move out of San Diego County. Full disclosure is always the best business practice!! I hope they change their practices moving forward.Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as the rug in question arrives in new condition in thirty days as promised. Regards, [redacted]

I spoke to the customer, he had resolved the issue himself for $30 before we communicated. I have refunded that amount to his visa to resolve it.

The customer's original order was from January I, 2016. I was a "nofit" and customers' asked us to hold until their home purchase wentthrough. They never purchased a new home and said they did not like anything In...

our store.We charged them a restocklng fee. It was part of our original terms and conditions.On june 27, 2016, they came in and purchased a smaller set. We 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 them. We have had this furniture for 1 1/2 months and it has taken that long to get to this point. Betty did take pictures that day, but she misplaced them, our GOD knows what else she might have done with them. I 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 clean. We spent extra on the fabric protection for this kind of stuff. Doesn't that account for anything. We poof the cushions multiple times a day and they still look old and broken down after only 6 weeks.
Then there's the lame offer from Bassett Furniture. We spent almost $1600 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, WA. to Wilsonville OR, They gave us three options. 1. $250. 2. 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 200 miles and the either pick up the new carcass then, or make another trip to pick it up, I'm not sure. Ive 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 top. They asked me to email them my complaint. So I did. They simply forwarded my email back to the warehouse and Betty. The very place and person I had the complaint about. They also forwarded a copy to the regional Manager. I never heard from him. I called Corporate back and they forwarded my original email once again to both parties. I heard from Betty, but not from this regional Manager person. I 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 it. Then I would be inclined to drop this frustration.
 
 
Sincerely,[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Bassett Furniture Direct regarding complaint...

ID[redacted].
Regards,[redacted]

Revdex.com spoke with the business. The 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 new. I highly recommend them for any bathtub resurfacing work.