This customer complained that her sofa and loveseat were defectiveShe claimed that the welt was crooked and the cores did not fill out the casingsBased on the pictures she sent, in comparison to our floor model, the pieces were not defective and look quite niceShe was still upset, so I visited
the home to see the piecesUpon seeing them in person, I gave her my opinion that the pieces were good and looked perfectly beautifulI advised her that the pieces just needed maintenance and fluffingThe pictures attached are from my home visitWhen I explained to her that the pieces needed maintaining, she became very upset and called me crazy and stupidWhen I attempted to fluff the cushions, she yelled at me to not touch themI took it one step further and agreed to have a technician come and give his unbiased, professional opinionThe technician agreed that the pieces just needed maintenance and fluffingThe stores has pictures that show the pieces are pristine and beautiful
I have reviewed the response made by the business in reference to complaint
ID ***, and find that this resolution would be satisfactory to me. The company provided the requested information after my complaint was submitted. I spoke with the Bassett representative and confirmed I was satisfied with the information provided. The business has performed this action and, I consider this complaint resolvedRegards, *** ***
Good afternoon. Despite the fact that the customer damaged their merchandise, which the customer admitted to, and the merchandise was out of warranty, we sent out a tech twice to see if he could repair. He was unable to repair and related in his report that the damage was done by moisture getting under the veneer causing the veneer to lift. As a customer courtesy, we search our inventory to find parts to replace the damaged portions. Parts were not available since the pieces had been discontinued over a year ago. As a gesture, I offered the customer a rebate towards the purchase on new merchandise or credit. The customer appreciated the offer and opted for the credit. The store is now processing.*** * ***Manager of Retail Service
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
The technician came out but was unable to repair furniture. I spoke with the store manager last week and he said he would try to locate replacements. What is the status of the replacements?
Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Mr. [redacted] had delivery of a chest, dresser, mirror and 2 nightstands on 3/08/2017. We sent a technician to address Mr. [redacted]'s concern with the drawer operation of the dresser and chest on 3/17/2017. The technician's report indicated he had visited the customer's home and the product is up to manufactures standard. He said, "there is nothing wrong with the dresser." Mr. [redacted] insisted his dresser and chest does not operate correctly so we sent the technician back to Mr. [redacted]'s home on 3/21/2017. Mr. [redacted] signed off on the service indicating the technician lubricated all the drawers and made them work to the his satisfaction. Later that day, Mr. [redacted] called to say the chest drawers still did not operate to his satisfaction. On 3/29/2017, the District Manager spoke to Mr. [redacted] and offered to pick up his purchase and process a full refund. Mr. [redacted] did not wish the furniture to be picked up. The District Manager agreed to exchange the chest 1 time and if necessary to send the technician 1 time to adjust the exchange chest. The exchange chest is currently on order. If Mr. [redacted] is not satisfied with the chest after it has been exchanged and serviced (one time, if required) he has the option of returning all of the furniture or just the chest for a full refund.
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]
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,
[redacted]
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.
No call from [redacted] today, so, therefore I know of no resolution at this point. Poor Custmer Service by Bassett Corporate
Regards,
[redacted]
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]
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!
On
11/18/2017 [redacted] was interested in purchasing a sofa and a loveseat.
[redacted],
our leading designer with the 12 years of experience at Bassett Furniture,
helped him with this purchase. Customer received an outstanding
service(and he shared this information with me as a...
manager), and signed
the paperwork provided by the salesperson on 1/19/2018. The order was placed on
11/20/2018.
The
order was processed with the credit card deposit.
Customer applied online and provided us with
the WF account number.
On December 12th [redacted] updated
customer with the status. Our system showed the order in production.
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,
[redacted]
Mr.[redacted] is requesting an exchange for the same rug at no additional cost.
Our rugs come with care instructions on the back. After Mr. [redacted]'s rug was delivered and placed, he noticed it had natural fibers on it which is completely normal when rugs are unrolled for the first time. Mr. [redacted]...
used his vacuum cleaner and rotating brush attachment to clean the rug resulting in fraying of the surface. He called immediately to complain that the rug was damaged. Mr. [redacted] forwarded pictures via e-mail to our customer care specialist who was under the impression that the rug came damaged based on the information Mr. [redacted] gave her at that time. Her follow up conversations reflect that misinformation. After reviewing the pictures, it was clear to me that the rug had been damaged by a vacuum cleaner rotating brush attachment. Our customer care specialist called Mr. [redacted] back and questioned him about when the damage and when it occurred and he admitted that he used the rotating brush attachment resulting in damage. Our customer care specialist also noted cleaning instructions on the back of our rugs. Mr. [redacted] stated that the cleaning instructions were absent on his rug. We offered to send our service technician to the home to attempt repair. Mr. [redacted] was ok at this point. Weeks went by and Mr. [redacted] called again asking for an exchange. We offered to reorder the rug at 35% off and a 15% restocking fee on the damaged rug. Mr. [redacted] refused our offer.
We have attempted to satisfy Mr. [redacted] with a fair compromise and he doesn't want to assume any responsibility for damaging the rug.
This customer complained that her sofa and loveseat were defectiveShe claimed that the welt was crooked and the cores did not fill out the casingsBased on the pictures she sent, in comparison to our floor model, the pieces were not defective and look quite niceShe was still upset, so I visited
the home to see the piecesUpon seeing them in person, I gave her my opinion that the pieces were good and looked perfectly beautifulI advised her that the pieces just needed maintenance and fluffingThe pictures attached are from my home visitWhen I explained to her that the pieces needed maintaining, she became very upset and called me crazy and stupidWhen I attempted to fluff the cushions, she yelled at me to not touch themI took it one step further and agreed to have a technician come and give his unbiased, professional opinionThe technician agreed that the pieces just needed maintenance and fluffingThe stores has pictures that show the pieces are pristine and beautiful
I have reviewed the response made by the business in reference to complaint
ID ***, and find that this resolution would be satisfactory to me. The company provided the requested information after my complaint was submitted. I spoke with the Bassett representative and confirmed I was satisfied with the information provided. The business has performed this action and, I consider this complaint resolvedRegards, *** ***
Good afternoon. Despite the fact that the customer damaged their merchandise, which the customer admitted to, and the merchandise was out of warranty, we sent out a tech twice to see if he could repair. He was unable to repair and related in his report that the damage was done by moisture getting under the veneer causing the veneer to lift. As a customer courtesy, we search our inventory to find parts to replace the damaged portions. Parts were not available since the pieces had been discontinued over a year ago. As a gesture, I offered the customer a rebate towards the purchase on new merchandise or credit. The customer appreciated the offer and opted for the credit. The store is now processing.*** * ***Manager of Retail Service
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
The technician came out but was unable to repair furniture. I spoke with the store manager last week and he said he would try to locate replacements. What is the status of the replacements?
Regards,
*** ***
*** *** has contacted the consumerConsumer told her she was going to disregard the claim
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Mr. [redacted] had delivery of a chest, dresser, mirror and 2 nightstands on 3/08/2017. We sent a technician to address Mr. [redacted]'s concern with the drawer operation of the dresser and chest on 3/17/2017. The technician's report indicated he had visited the customer's home and the product is up to manufactures standard. He said, "there is nothing wrong with the dresser." Mr. [redacted] insisted his dresser and chest does not operate correctly so we sent the technician back to Mr. [redacted]'s home on 3/21/2017. Mr. [redacted] signed off on the service indicating the technician lubricated all the drawers and made them work to the his satisfaction. Later that day, Mr. [redacted] called to say the chest drawers still did not operate to his satisfaction. On 3/29/2017, the District Manager spoke to Mr. [redacted] and offered to pick up his purchase and process a full refund. Mr. [redacted] did not wish the furniture to be picked up. The District Manager agreed to exchange the chest 1 time and if necessary to send the technician 1 time to adjust the exchange chest. The exchange chest is currently on order. If Mr. [redacted] is not satisfied with the chest after it has been exchanged and serviced (one time, if required) he has the option of returning all of the furniture or just the chest for a full refund.
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]
Bassett will replace the mechanisms.
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,
[redacted]
[redacted] contacted the consumer to resolve.
Customer was refunded $2500 with the understanding there will be no further service. Customer was satisfied with decision.
Pictures are being reviewed by Management. Sincerely,Bassett Furniture
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.
No call from [redacted] today, so, therefore I know of no resolution at this point. Poor Custmer Service by Bassett Corporate
Regards,
[redacted]
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]
[redacted] in our Customer Care Dept will contact you today. Thank you,[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!
On
11/18/2017 [redacted] was interested in purchasing a sofa and a loveseat.
[redacted],
our leading designer with the 12 years of experience at Bassett Furniture,
helped him with this purchase. Customer received an outstanding
service(and he shared this information with me as a...
manager), and signed
the paperwork provided by the salesperson on 1/19/2018. The order was placed on
11/20/2018.
The
order was processed with the credit card deposit.
Customer applied online and provided us with
the WF account number.
On December 12th [redacted] updated
customer with the status. Our system showed the order in production.
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,
[redacted]
Mr.[redacted] is requesting an exchange for the same rug at no additional cost.
Our rugs come with care instructions on the back. After Mr. [redacted]'s rug was delivered and placed, he noticed it had natural fibers on it which is completely normal when rugs are unrolled for the first time. Mr. [redacted]...
used his vacuum cleaner and rotating brush attachment to clean the rug resulting in fraying of the surface. He called immediately to complain that the rug was damaged. Mr. [redacted] forwarded pictures via e-mail to our customer care specialist who was under the impression that the rug came damaged based on the information Mr. [redacted] gave her at that time. Her follow up conversations reflect that misinformation. After reviewing the pictures, it was clear to me that the rug had been damaged by a vacuum cleaner rotating brush attachment. Our customer care specialist called Mr. [redacted] back and questioned him about when the damage and when it occurred and he admitted that he used the rotating brush attachment resulting in damage. Our customer care specialist also noted cleaning instructions on the back of our rugs. Mr. [redacted] stated that the cleaning instructions were absent on his rug. We offered to send our service technician to the home to attempt repair. Mr. [redacted] was ok at this point. Weeks went by and Mr. [redacted] called again asking for an exchange. We offered to reorder the rug at 35% off and a 15% restocking fee on the damaged rug. Mr. [redacted] refused our offer.
We have attempted to satisfy Mr. [redacted] with a fair compromise and he doesn't want to assume any responsibility for damaging the rug.