Bassett Furniture Industries, Inc.

I have reviewed the response 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.
 I have still not received resolution to my matter. [redacted] at Bassett sent a third party company ([redacted]) to come out to document the problems with my sectional. They were able to verify but unable to address the issues I am having with my sectional and needed to talk to Bassett. Awaiting for Bassett to actually do something now.
Regards,
[redacted]

Bassett has already sent all casings and agreed to pay $600 labor fees to do repairs.  The fabric wasn’t defective and that is all that we could do. This was an accommodation as nothing was defective or wrong with the fabric.  As the photos have shown nothing is falling apart as customer stated in her letter.  As an accommodation we replaced all the seat casings as well as the back casings attached to the in back.We feel as though Bassett has done more than enough to help this customer.  Thank you!

I have reviewed the response 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.
Hi, We were never made aware of offer of $600 for the labor. Please let me know who and when was contacted with that information. I have attempted to contact Bassett many times about the labor costs and I was told to ask the retailer or my emails were ignored. Also, the fabric is snagging and coming apart in other places, not just the casing, as I have documented in many emails and pictures sent to Basset over the last year, since we have been trying to resolve this issue with Basset.  Thank you!
Regards,
[redacted]

I am not making a warranty claim.  My claim is because the sofa was advertised as leather and the paperwork states that it is leather but  after I inquired about getting it fixed I was told it's bonded leather, can't be fixed and I would get a store credit of 1978.00.  That credit is 1/2 my purchase price without guardsman and delivery.  Your website states not to settle for cheap imitation.  I'm waiting for someone to explain how I ended up with bi cast leather when I purchased leather.             This has been going on since August 10, 2015.  I reached out to [redacted] with the hope that someone from corporate would contact me and explain how this happened.  Again, I understand this is out of warranty.  It's not a warranty claim.  I received something that I didn't purchase.  Your company was very  dishonest.  The reason I picked a sectional was because I was told in your store that there was no way to match the damaged sofa that can not be repaired because it's NOT leather.    I have all my paperwork that I would be willing to share including the paperwork that states I paid for leather.  Top quality leather.  Clearly I didn't get that.  I was duped.  Bait and switch at it's finest.  
I have reviewed the response 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

In speaking with the retailer, they have stated this has been resolved with the consumer.thanks!

We are very sorry that Ms. [redacted] order was delayed in shipping.  The reason for the delay is we were out of stock on the chairs and this was communicated to the retailer.   I understand the furniture has been delivered and Ms. [redacted] is pleased with the product.As with many companies...

that advertise a certain time-frame for a service or product to be complete, we offer no guarantees on our web-site or in the store.  However, we do value Ms. [redacted]s business and would love to keep her as a customer of not only the local retailer but of Bassett Furniture.  We would be happy to offer an in-store credit for other Bassett product if this would be acceptable.Again, I do apologize for the delay in delivery and look forward to hearing from Ms. [redacted].Thank you.

[redacted] contacted the consumer to resolve.

We will be talking with the [redacted] plant again. Will contact you back soon. Thank you!

Bassett will replace the mechanisms.

Pictures are being reviewed by Management. Sincerely,Bassett Furniture

The [redacted] store has made
contact with customer several times.
The customer purchased a sofa,
ottoman and 2 recliner chairs in 2008 from a store in Florida that is no longer
in business. The customer contacted Bassett Corporate office through [redacted].
[redacted] (nearest location...

to the customer) reached out to the customer
even thou the customer was out of her manufacturer’s warranty and didn’t
purchase from that location.
The store issued a store credit
of $2,299  and the customer gets to keep her furniture.
The customer agreed  a free
makeover consultation. The customer selected a sectional that was above the
amount of credit issued.
We feel that issuing a $2,299 store credit, letting the customer keep
her furniture , and doing a free makeover is a fair resolution.

In good faith made a deposit for a custom chair and ottoman $1,030.00, the we were charged $2,059.00 before the chair was delivered. the chair and ottoman Desired Settlementcomplete refund of $3,089.00, Business Response The chair and ottoman were delivered, and signed for by the client, on 11/12 with in the 30 days of the quoted time frame. The remaining balance of the furniture was collected prior to delivery, per policy and outlined in the terms and conditions signed by the client. Consumer Response After getting our credit card company along with the Revdex.com involved, Bassett of Raleigh refunded the full purchased price of the flawed chair and ottoman.Final Consumer Response

Furniture was delivered to our home that is defective and of very poor quality for the price paid . Furniture was paid in full prior to delivery.We purchased a dining room table on 4/3/15. The estimated delivery date was 5/5/15 and the actual delivery date was 4/28/15. The sales order number is [redacted], the model number for the Cosmopolitan Dining Table is *-Model: [redacted]. The cr is [redacted]. The sales representative was [redacted]. The total payment amount was $1,757.11 of which a third was paid in the amount of $583 on 4/3/15 by personal check, and the balance of $1,174.11 paid in store by personal check on 4/22/15. At the time of delivery we noticed that the table and the 2 leaves did not come boxed but rather covered by movers blankets.Upon set up by the delivery service we noticed that the table had a wide gap in its center so much so that one could see the floor.In addition, the table (which we were told by sales was made in the USA) clearly had underneath the words made in Vietnam. In addition to the split in the center of the table there was also a gap on the outer edge of the curved table end.The delivery service took pictures of the gap and said Bassett would take care of everything. A furniture company hired by Bassett called [redacted] came to our home on 5/7/15 but was unable to adjust even after drilling the underneath portion of the table. He said it had to go to his shop and be sanded. [redacted] failed to notice the other gap on the end of the table of which we have pictures. The table is warped and defective period . Upon careful scrutiny of the table from underneath ,it appears to be two different parts of a table put together which would account for why there is a gap and why the table does not meet in the middle.We are very upset by the unethical standard of this store and the extreme poor quality. The store manager [redacted] has not contacted us even after receiving a copy of an email I sent to Ms. [redacted] saying how upset we are . Awful customer service, awful disrespect of older clients.Desired SettlementWe do not feel that this company will replace the defective table with a new one. They have not indicated that they will and I have told several people that this is what we would like , a new table. They do not return calls or emails. Furthermore, we at this point, do not trust them to do the right thing, which is why we feel a refund is applicable. However, we would expect a full refund and not be subjected to their restocking fee of 15 % of the total sale price, roughly $263. They created the situation, not us. We purchased this table in good faith and we have been taken advantage of.Business Response Contact Name and Title:[redacted]/ SMContact Phone: [redacted]Contact Email:[redacted]Defects in table were noted upon delivery. Our customer service team contacted the client and schedule our repair company to visit the clients home to attempt to correct the noted issues to the clients satisfaction. Once it was determined that the issue could not be resolved to Bassett or the client's satisfaction a new dining table was ordered. The table was delivered on 4/28, the service was completed on 5/7, and the new table was ordered on 5/10. The new table is estimated to be in the client's home by 5/29. Every step was taken to resolve the noted issues in a timely and professional manner.Consumer Response A new table, in excellent condition, estimated to be in our home by 5/29/15 is acceptable to us. I certainly hope Bassett will notify us prior to delivery. Thank you. [redacted]Final Consumer Response The 2nd table was picked up and returned to the Bassett warehouse on 6/11/15. Thus far Bassett has not communicated with us regarding return of our payment to them in the amount of $1,757.11.Final Business Response The client was informed that the refund could take up to two weeks because the original method of payment was a check and it has to be refunded as such. We offered to refund on a debit card but the client wants to wait for the check to arrive. the ETA for the check is 6/25

Review: The couch we ordered from Bassett began to fall apart in many places less than 6 months. It began to snag and come apart in multiple areas. We contacted Bassett and were told they would not honor their warranty because we have a dog in our home. The warranty on their website does not say they have any exclusion related to pets in the home. We spent months trying to resolve the issue with Bassett. Bassett finally decided to "help us out" and contact the fabric manufacture to see if they would be will to provide a solution. The manufacture sent fabric that needed to be turned into new cushions for the couch, which only resolved part of our issue, as the issues our couch is having is not localized to the cushions. Bassett refused to honor their warranty again, which states they will pay for the labor associated with recovering the couch (included below). Bassett refuses to discuss the issue with me and ignores my emails.

For the first year of the warranty period, Bassett will pay or incur – with prior approval – reasonable and customary labor charges for the repair or installation of covered replacement parts. After the first year of the warranty period, the purchaser is responsible for the cost of the repair or installation of covered replacement parts.Desired Settlement: I want to return the couch and get my money back. This was an expensive couch and the quality is not acceptable.

Business

Response:

The consumer was outside the 1 year warranty when she contacted Bassett in May 2015. The plant is working with the retailer to assist with the labor charges regarding the cushions. The complete refund would need to be discussed with by the consumer and retailer.

Consumer

Response:

I have reviewed the response 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.

Our couch was purchased in Dec 2014. We were not outside of the 1 year period when we first contacted Bassett about our issues. We had the couch for less than 6 months at that point.

Regards,

Business

Response:

We will be talking with the [redacted] plant again. Will contact you back soon. Thank you!

Business

Response:

Bassett has already sent all casings and agreed to pay $600 labor fees to do repairs. The fabric wasn’t defective and that is all that we could do. This was an accommodation as nothing was defective or wrong with the fabric. As the photos have shown nothing is falling apart as customer stated in her letter. As an accommodation we replaced all the seat casings as well as the back casings attached to the in back.We feel as though Bassett has done more than enough to help this customer. Thank you!

Consumer

Response:

I have reviewed the response 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.

Hi, We were never made aware of offer of $600 for the labor. Please let me know who and when was contacted with that information. I have attempted to contact Bassett many times about the labor costs and I was told to ask the retailer or my emails were ignored. Also, the fabric is snagging and coming apart in other places, not just the casing, as I have documented in many emails and pictures sent to Basset over the last year, since we have been trying to resolve this issue with Basset. Thank you!

Regards,

Business

Response:

If there are other areas on the piece snagging we need pictures showing the additional defects.

Consumer

Response:

I have reviewed the response 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.

I have attached some pictures showing the issues on the base of the couch.

Regards,

Business

Response:

Pictures are being reviewed by Management. Sincerely,Bassett Furniture

Business

Response:

We already reviewed this with Plant Manager agreed to pay $600.00. The credit would be issued to the store and it would be their responsibility to reimburse you.Thank you,Bassett Furniture

Consumer

Response:

I have reviewed the response 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.

I spoke to the retailer and the estimate they received to re-finish ONLY the cushions is $1300 to $1500. Also, they have not yet received anything from Bassett and she indicated the "credit" would not be money that can be transferred to us. Again, our issues is not specific to the cushions, therefore the $600 is significantly lower than needed to resolve our issue. We would need additional fabric and approximately $2000 - $3,000 more to resolve the fabric issues on the couch, not the cushions. If Basset does not wish to pay for the additional fabric and repair, we would like to receive a full refund/a replacement couch with different fabric.

Regards,

Business

Response:

Bassett has offered their final offer.

Consumer

Response:

I have reviewed the response 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.This offer does not cover the cost of the labor. We have filed a case with small claims court to resolve.

Regards,

Review: I have a Bassett sofa that I purchased in May 2007. It cost about $5000. When purchasing the sofa, one of the selling points that was emphasized by the salesperson, and something that Bassett seems to pride themselves on is the overall quality of their sofas and their durability over time. The sofa was definitely sold as one that would last longer than 8 years, as it was sold as a "high quality" sofa.

After about 6 years, the fabric on the sofa began to visibly wear thin, and not long after that, there were holes in the arms and on one cushion. A second cushion is also worn thin and near ripping through.

This kind of wear, to the point where the sofa would need to be reupholstered or thrown out is not something that was expected after such a short period of time. It's certainly nor something i'd expect from a "high quality" sofa sold from Bassett.

My wife contacted Bassett, who basically told us there was nothing they would do, but they referred us to "[redacted]" (Reference # [redacted], who, after looking at photos of the sofa, informed us that it would cost more to fix the sofa then it would to buy a new one.

I have to say, I'm completely dissatisfied with the quality of the Bassett product and their lack of willingness to repair their poor quality product. A sofa of this "quality" should last, under the normal wear that it received, longer than 8 years.Desired Settlement: At this point, I've purchased another a new sofa from another company, which is pending delivery in a few weeks. I'd like Bassett to either replace my sofa (in which case I would cancel my other order), or pay for a for the new replacement sofa, or a portion of the cost.

Business

Response:

Good Afternoon, Bassett Furniture's warranty is for 1 year on any leather and fabric. This item is 8 years out of our warranty period. Due to the length of time outside of the warranty, Bassett will be unable to offer any resolution to this complaint. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response 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.

Bassett sold me a product that did not perform as they said it would, and then they wash their hands of all responsibility by just quoting the term of a warranty. Clearly they don't care at all about their customers or the fact that they sell products that don't last. This response, that addresses none of the issues in my complaint, is an insult to me as a customer and to the Revdex.com as a mediator. They basically said "we don't care, don't bother us with that stuff"

Regards,

Review: Purchased a Bassett Recliner Sofa in 2011 at the [redacted] for the amount of $1300. We loved it and expected it to last longer than it did, I have attempted since June of 2014 to contact them and get a response to my problem with the sofa to no avail!! Emails get as far as "Where did you purchase this" and then nothing!!!! Here is the problem, the seats are sagging and I am not a furniture maker so don't know the issue! Suffice to say when my husband and I sit on the sofa for the evening to watch tv our backs are stiff, he can barely get out of the "hole" due to the sagging and no one seems to care....... What I would like out of this company (which I will not refer people to) is to either FIX the problem OR replace the sofa (not really acceptable) OR give back 1/2 of the monies paid for inferior product!! BTW, half would be $650. I have owned other sofas thru my life and they all lasted 10 yrs or more!! Need this problem resolved!Desired Settlement: I really would NOT like a replacement as it would probably only last 3 yrs also........... being fair I would like either 3/4 or 1/2 of what we paid for this inferior sofa so we can get one from a company we have had before and know their sofas last even thru many military moves!!!

Business

Response:

Good Morning,Ms. [redacted] will be refunded $899.00 through the [redacted] where she purchased the product. She was emailed this morning by the local sales representative.Best Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,

Review: I purchased a leather sofa, ottoman and 2 reclining chairs from Bassett Furniture. The items were sold and advertised as leather. I have since found out that they are bi-cast leather. Bassett has offerered me 1/2 of my purchase price as a store credit. While I appreciate their offer, they sold and advertised the products as leather when it wasn't. I bought leather and paid for leather- not bicast leather. I was lied to and didn't get what I paid for.Desired Settlement: I would like either a refund or a store credit so I can replace the poor quality that I have.

Business

Response:

The [redacted] store has made

contact with customer several times.

The customer purchased a sofa,

ottoman and 2 recliner chairs in 2008 from a store in Florida that is no longer

in business. The customer contacted Bassett Corporate office through [redacted].

[redacted] (nearest location to the customer) reached out to the customer

even thou the customer was out of her manufacturer’s warranty and didn’t

purchase from that location.

The store issued a store credit

of $2,299 and the customer gets to keep her furniture.

The customer agreed a free

makeover consultation. The customer selected a sectional that was above the

amount of credit issued.

We feel that issuing a $2,299 store credit, letting the customer keep

her furniture , and doing a free makeover is a fair resolution.

Consumer

Response:

I am not making a warranty claim. My claim is because the sofa was advertised as leather and the paperwork states that it is leather but after I inquired about getting it fixed I was told it's bonded leather, can't be fixed and I would get a store credit of 1978.00. That credit is 1/2 my purchase price without guardsman and delivery. Your website states not to settle for cheap imitation. I'm waiting for someone to explain how I ended up with bi cast leather when I purchased leather. This has been going on since August 10, 2015. I reached out to [redacted] with the hope that someone from corporate would contact me and explain how this happened. Again, I understand this is out of warranty. It's not a warranty claim. I received something that I didn't purchase. Your company was very dishonest. The reason I picked a sectional was because I was told in your store that there was no way to match the damaged sofa that can not be repaired because it's NOT leather. I have all my paperwork that I would be willing to share including the paperwork that states I paid for leather. Top quality leather. Clearly I didn't get that. I was duped. Bait and switch at it's finest.

I have reviewed the response 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: 5 ½ years ago I bought a white leather sectional and recliner, along with an extended 5 year warranty, from Bassett Furniture. I wanted leather because I was retiring and I knew I could not finance such purchases in the future. This furniture had to last. Bassett had, exactly what I wanted, on sale for 5,200 and I loved it.

2 years ago, however, in spite of the regular leather cream treatment, the couch

started developing bubbles, these bubbles started breaking and peeling, and now I have thin layers of polyurethane, peeling off everywhere.

The store where I bought the group turned out to have been a Bassett franchise. It had gone out of business and the corporate store did not back the extended warranty.

Research and many conversations with the Bassett corporate office over the

last 2 years revealed that my couch and chair were made of bicast, also called bonded leather. There are lawsuits all over involving this product. SEVERAL COUNTRIES IN EUROPE ARE NOT EVEN ALLOWED TO SELL BICAST LEATHER. EVIDENTLY IT IS NOT LEATHER AT ALL, BUT VARIOUS LAYERS OF VARIOUS FABRICS GLUED TOGETHER, THE FINAL LAYER IS POLYURETHANE. TWO RECENT LAWSUITS ON PEOPLE’S COURT WERE RULED IN FAVOR OF THE CUSTOMERS. WIKIPEDIA SAYS THAT TO SELL THIS PRODUCT AS LEATHER IS COMPLETE MISREPRESENTATION. THEY SAY THAT THE REASON MANUFACTURERS LIKE IT IS BECAUSE THEY CAN SELL IT FOR LESS THAN LEATHER. IN MY CASE HOWEVER, BASSETT SOLD IT FOR THE COST OF GENUINE LEATHER! I CAN STILL PURCHASE A GENUINE LEATHER GROUP, FROM THEM, EVEN TODAY, FOR 5200.

The way this product is falling apart, literally, I cannot continue to keep this furniture in my living room. And I certainly can’t sell it to anyone. In other words, IT IS A TOTAL AND COMPLETE LOSS!

BASSETT IS NOW OFFERING A 2,500 credit towards the purchase of new furniture. However, I DO NOT HAVE THE ADDITIONAL 2,500 TO FINALLY GET WHAT I PURCHASED TO START WITH! BASSETT HAS COMMITTED FRAUD, IN MY CASE AGAINST A SENIOR. THEY SOLD ME POLYURETHANE AS LEATHER, AT LEATHER PRICES!Desired Settlement: I want what I purchased and paid for, Leather. Bassett can have the polyurethane product they sold me back.

Business

Response:

Ms. [redacted] did purchase from a franchise dealer that has since closed. This ownership offered an extended warranty that Bassett does not offer nor honor. We have a 1 year warranty on our product.

However we did extend a $2500.00 retail credit at the nearest Bassett dealer as a courtesy. Due to the age of the product and being so far out of the warranty period, we would not be able to offer a complete refund.

Bi-cast leather is a split portion of a leather hide witha polyurethane coating. It is 100% leather. Almost all leathers have some polyurethane coating. Bonded leather is scraps that have been ground up into particles that are applied to the back side of polyurethane fabric. Bassett does not use bonded leather on any sofas. We did use bi-cast leather on our Hudson collection.

Consumer

Response:

I have reviewed the response 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.

Neither the store being a franchise, nor the one or five year warranty have any bearing on the fact that I asked to purchase leather, was told I was

purchasing leather, paid for leather and ended up with polyurethane! Never, ever, have I seen leather do anything like this furniture is doing!

Unfortunately the first signs of defect did not show up until 4 years later.

I have friends who purchased leather couches from[redacted] and [redacted], one is 11 years old the other 14, neither are peeling layers of anything!

Had I been told that some part of this product is leather, that it will look beautiful for 3 years, show strange bubbles at 4 years, and become unusable in 5,

that would have been honest. Would I have purchased these items, especially at leather prices? I think not!

None of your reasoning justifies the fact that Bassett sold me, not leather, but polyurethane, see the pictures for yourself! Leather does not do this!

Regards,

Business

Response:

We do have a final option for Ms. [redacted]. We have contacted the factory overseas that made the Hudson group and they are willing to make the pieces she purchased for us. We can offer her this in a top grain leather. If she is interested in this, we would send her the swatches of the leather that are available for this frame and she could select one. Once we have this, we would place the order with the factory and it would take appx. 8-10 weeks for manufacturing and delivery to our warehouse in North Carolina.

The original furniture would need to be donated and a donation receipt sent into to Bassett.

If this is acceptable, please let ue know and I will have one of our Customer Care managers work with Ms. [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I am so happy about this offer, will be sure to share with all who know about this issue!

Ms.[redacted], thank you so much for your attention to this case, I could not be more pleased about the outcome!

My best regards,

Review: We had baught an HGTV bed room set and a dinning room table from [redacted] in [redacted], IA. The complaint is dealing with the dinning room table. We have had the table for less than a year. When my wife said somthing about the table moving to much. I examined the table and bolts and found cracks through the legs at the joints all the way through in the same places on both side of the table legs. We contacted [redacted] and they gave us the number to call bassett furniture the manufacturer of the funiture. The table had a warrentee of a year. involving products being defective or not up to standards. We had sent picture of the legs to Audrey the manager for basset and the HGTV product lines. They declined fixing the legs or sending us new legs. I Then called talking to Audrey and then her manager and they told me that it is not a quality issue but that the table looked as if it had been dropped. We have lived in the same home since the table has been delivered by [redacted]. Only moving it a few feet to clean. This beeing a 1200$ table and put in the same catigory as [redacted] you would think it could handle being moved a few feet. We baught this furniture to last us a life time. I am actually very surprised that I am getting a hard time about annoring a warrentee. With customer service like this their furniture will not be compared to [redacted] but [redacted]. The pictures show that that there are cracks only where the table legs were joined not on the edges of the legs or a surface there the legs would hit if dropped.Desired Settlement: Would like them to send us new table legs and bolts and screws. Not asking for a whole new table. Just for the parts that are defective to be replace or at the least fixed. Would also like a call or an email from one of the higher up corperate managers. Letting me know they are aware of the customer complaint. So hopfully this does not happen to somone else.

Business

Response:

We had spoken with the consumer after they submitted this Revdex.com letter. The legs are not replaceable but we have asked them to have it repaired locally and Bassett would pay for the repair.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

I will wait for the business to send me the check to have my furniture repaired and, if it does, will consider this complaint resolved.

Regards,

Review: I made a web purchase for a couch from the [redacted] website in June of 2014. 2. I received confirmation for my order 3. I was instructed to call the local bassett store in [redacted] regarding my purchase. 4. I called, and the sales people did not know why my order had not shipped. 5. In July of 2014. The sales people told me my order was stuck and would see where it was. 6. InOn August 2014 the Bassett [redacted] sales people called to say my order would be delivered. 5. My order was delivered incorrectly on September 11, 2014. 6. I called Bassett [redacted] to find out if I could replace the incorrect pieces of my order , and they told me no because it was A CUSTOM order! AT NO TIME IN THE MANY PHONE CALLS I HAD WITH THEM OVER THE SUMMER DID THEY SAY MY ORDER WAS A CUSTOM ORDER! THEY ONLY SAID IT WAS A WEB ORDER . IN SEPTEMBER THEY TOLD ME IT WAS CUSTOM AND THAT IS WHY IT TOOK SO LONG. I NEVER WOULD HAVE ORDERED THIS ITEM FROM THEM!Desired Settlement: RETURN AND REFUND

Business

Response:

Per the store manager, he spoke with Ms. [redacted] and they are taking one item back and she is ordering a couple more. He said she was okay with the outcome.

Thanks.

Consumer

Response:

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,