After speaking with the client regarding her experience she is very happy with the outcome and resolution. We have our best technician going out to her home to see what options we have to repair the bedroom set. She’s excited to continue working with Bassett Furniture in the future.
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.
My husband was advised by [redacted] at [redacted]s that we would get s new sofa,but I need to keep the old cushions from the defected couch. I’m requesting written statement from Bassett on what they are promising me, since so many times during this ordeal both sides have reneged on their service. I will not accept a verbal promise between Bassett and [redacted]s. Once Bassett responds to me directly in writing, via this forumn, I will accept.
Regards,
[redacted]
The client accepted service on the reclining chairs but wanted to reselect a new sofa. The customer did not like that the sofa was showing comfort wrinkles. The store manager offered to let the customer reselect another sofa as long as the customer would come into the store to...
select a different fabric and style. The store manager advise ordering the same sofa again would not resolve the customers concerns with the comfort wrinkles which is not a defect.
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.
On 9/12/2017 our customer [redacted] purchased a Beckham sectional and matching ottoman from our Bassett store in [redacted] The upholstery was delivered on 9/12/2017. Ms. [redacted] is concerned that her sofa is now pilling. Pilling is the result of unsecured small fibers in the upholstery...
fabric working their way to the surface. When the fibers reach the fabric surface, they wrap around each other to create a tiny ball of fabric called a pill. Pilling is a natural process that happens with all fabrics to one degree or another. It is not an indicator of poor quality or fabric durability.
The Bassett warranty states, "Shrinking, pilling, fading and heavy soiling," are excluded from coverage. Bassett recommends the customer shave the affected area up to 4 to 6 times in the first 6 months of usage. After the initial shavings, all of the fibers will have worked themselves out of fabric and the pilling will stop.
[redacted], Customer Service Manager in the [redacted] store, will reach out to Ms. [redacted] to review pilling and how to maintain the Beckham sectional. As a one time courtesy, [redacted] will offer to send a technician to the [redacted] home with a complementary shaver. The technician will show Ms. [redacted] how to use the shaver as well as inspect the fabric and to assure the sectional is up to Bassett's manufacturing standards. If there is a warranty issue the technician will report back to the [redacted] store his/ her findings.
We are sorry that Ms. [redacted] is not pleased with her sectional purchase. We are confident the pilling will stop with the use of the shaver. We are hopeful the technician's visit will help to restore Ms. [redacted]'s confidence in the fabric.
I spelled out in detail what store a visit it it was a store in [redacted] I put the representatives name in there which was [redacted] I also put the invoice number of the item please let me know what else it is that you're requesting for me to...
resolve this matter.
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.
Regards,
[redacted]
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.
The store manager spoke with Mrs. [redacted] on Friday, April 21st, unfortunately she had not called the store to let us know her concerns and we were not aware of them....
After our phone conversation the store manager is ordering new cushions for Mrs. [redacted], ordering a new ottoman with a different leather on it, and replacing the chair that has an issue. Mrs. [redacted] is satisfied that her concerns are being addressed and that Bassett will do everything we can to make her experience of buying a new room a pleasant one.
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 have yet to be contacted by Bassett Furniture or received any communications from them but look forward to clearing this matter up soon
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.
Please tell Mr. [redacted] I appreciate his response. As I already informed his colleague [redacted] (who may be pursing this issue as well, he should speak with her), the offer of a fabric shaver is an unacceptable answer. I am 45 years old and have sat on sofas my entire life. I have never once had to shave my couch. My last couch from [redacted] looked brand new after 13 years of use. If I had picked a fabric that was unsuitable for upholstery use on my own, I might agree but this was the standard fabric. Why they would select a fabric that cannot stand even minor usage is beyond me. Please inform him that if this is Bassett's "courtesy" response, I will have them shave the cushions on their sales floor with a store full of customers. That way they could "educate" any potential customers on the proper care of their product at the same time. I will sit on the new Beckham sofa on display with the same fabric and inform any customers looking to purchase one that this is what their couch will look like in 30 days. I am certain other potential customers would be very interested in knowing what will be required to keep their 6,000 purchase looking nice. Right now the couch looks like something I picked up at [redacted]. Please thank Mr. [redacted] for the time he spent crafting this canned response and ask him to try again.
Regards,
[redacted]
To whom it may concern, The original table for Ms. [redacted] came from the factory with damage to the table top. This occurred during transportation which was discovered in the warehouse before delivery. Ms. [redacted] was notified by our customer service specialist that the new table top was ordered immediately. While we were waiting for the new top to arrive, customer left to Florida and couldn't accept her delivery for a year. When she came back, the table was delivered in a perfect condition. All numbers on the order and delivery papers MATCH. The delivery crew took a picture. Customer signed the paperwork that the table was received in “good condition” and posted a 5 star review. A few weeks later Ms. [redacted] called the store complaining that her table had 4 spots in the middle and this is the way it was received. She asked for a replacement of the defective product and have emailed us the picture with the "defect".Upon inspecting the pictures with 4 light color dots making a perfect square in the very middle of the table top I determined the problem called plastic migration which happens when the decorative piece with the plastic protective feet was left on the wooden surface for a while.I contacted the factory immediately for a second opinion and received a confirmation that the issue was customer cause. In this situation I believe Ms. [redacted]’s best option will be to use the insurance she had purchased with [redacted] to repair or replace the damaged table top. Best regards,[redacted]Store Manager
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]
After speaking with the client regarding her experience she is very happy with the outcome and resolution. We have our best technician going out to her home to see what options we have to repair the bedroom set. She’s excited to continue working with Bassett Furniture in the future.
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.
My husband was advised by [redacted] at [redacted]s that we would get s new sofa,but I need to keep the old cushions from the defected couch. I’m requesting written statement from Bassett on what they are promising me, since so many times during this ordeal both sides have reneged on their service. I will not accept a verbal promise between Bassett and [redacted]s. Once Bassett responds to me directly in writing, via this forumn, I will accept.
Regards,
[redacted]
Which store did she visit?
[redacted] spoke to [redacted] at [redacted], she stated this was taken care of. Please advise if this is not correct.
You would need to contact [redacted] for the written agreement.
The store was going to contact the consumer. We will follow up with them again.
The client accepted service on the reclining chairs but wanted to reselect a new sofa. The customer did not like that the sofa was showing comfort wrinkles. The store manager offered to let the customer reselect another sofa as long as the customer would come into the store to...
select a different fabric and style. The store manager advise ordering the same sofa again would not resolve the customers concerns with the comfort wrinkles which is not a defect.
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.
On 9/12/2017 our customer [redacted] purchased a Beckham sectional and matching ottoman from our Bassett store in [redacted] The upholstery was delivered on 9/12/2017. Ms. [redacted] is concerned that her sofa is now pilling. Pilling is the result of unsecured small fibers in the upholstery...
fabric working their way to the surface. When the fibers reach the fabric surface, they wrap around each other to create a tiny ball of fabric called a pill. Pilling is a natural process that happens with all fabrics to one degree or another. It is not an indicator of poor quality or fabric durability.
The Bassett warranty states, "Shrinking, pilling, fading and heavy soiling," are excluded from coverage. Bassett recommends the customer shave the affected area up to 4 to 6 times in the first 6 months of usage. After the initial shavings, all of the fibers will have worked themselves out of fabric and the pilling will stop.
[redacted], Customer Service Manager in the [redacted] store, will reach out to Ms. [redacted] to review pilling and how to maintain the Beckham sectional. As a one time courtesy, [redacted] will offer to send a technician to the [redacted] home with a complementary shaver. The technician will show Ms. [redacted] how to use the shaver as well as inspect the fabric and to assure the sectional is up to Bassett's manufacturing standards. If there is a warranty issue the technician will report back to the [redacted] store his/ her findings.
We are sorry that Ms. [redacted] is not pleased with her sectional purchase. We are confident the pilling will stop with the use of the shaver. We are hopeful the technician's visit will help to restore Ms. [redacted]'s confidence in the fabric.
I spelled out in detail what store a visit it it was a store in [redacted] I put the representatives name in there which was [redacted] I also put the invoice number of the item please let me know what else it is that you're requesting for me to...
resolve this matter.
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.
Regards,
[redacted]
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.
The store manager spoke with Mrs. [redacted] on Friday, April 21st, unfortunately she had not called the store to let us know her concerns and we were not aware of them....
After our phone conversation the store manager is ordering new cushions for Mrs. [redacted], ordering a new ottoman with a different leather on it, and replacing the chair that has an issue. Mrs. [redacted] is satisfied that her concerns are being addressed and that Bassett will do everything we can to make her experience of buying a new room a pleasant one.
We have reached out to the customer and there was no way option to leave a message.
You will be contacted today.
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 have yet to be contacted by Bassett Furniture or received any communications from them but look forward to clearing this matter up soon
Regards,
[redacted]
[redacted] at [redacted] will be asked to contact you within 24 hrs.
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.
Please tell Mr. [redacted] I appreciate his response. As I already informed his colleague [redacted] (who may be pursing this issue as well, he should speak with her), the offer of a fabric shaver is an unacceptable answer. I am 45 years old and have sat on sofas my entire life. I have never once had to shave my couch. My last couch from [redacted] looked brand new after 13 years of use. If I had picked a fabric that was unsuitable for upholstery use on my own, I might agree but this was the standard fabric. Why they would select a fabric that cannot stand even minor usage is beyond me. Please inform him that if this is Bassett's "courtesy" response, I will have them shave the cushions on their sales floor with a store full of customers. That way they could "educate" any potential customers on the proper care of their product at the same time. I will sit on the new Beckham sofa on display with the same fabric and inform any customers looking to purchase one that this is what their couch will look like in 30 days. I am certain other potential customers would be very interested in knowing what will be required to keep their 6,000 purchase looking nice. Right now the couch looks like something I picked up at [redacted]. Please thank Mr. [redacted] for the time he spent crafting this canned response and ask him to try again.
Regards,
[redacted]
To whom it may concern, The original table for Ms. [redacted] came from the factory with damage to the table top. This occurred during transportation which was discovered in the warehouse before delivery. Ms. [redacted] was notified by our customer service specialist that the new table top was ordered immediately. While we were waiting for the new top to arrive, customer left to Florida and couldn't accept her delivery for a year. When she came back, the table was delivered in a perfect condition. All numbers on the order and delivery papers MATCH. The delivery crew took a picture. Customer signed the paperwork that the table was received in “good condition” and posted a 5 star review. A few weeks later Ms. [redacted] called the store complaining that her table had 4 spots in the middle and this is the way it was received. She asked for a replacement of the defective product and have emailed us the picture with the "defect".Upon inspecting the pictures with 4 light color dots making a perfect square in the very middle of the table top I determined the problem called plastic migration which happens when the decorative piece with the plastic protective feet was left on the wooden surface for a while.I contacted the factory immediately for a second opinion and received a confirmation that the issue was customer cause. In this situation I believe Ms. [redacted]’s best option will be to use the insurance she had purchased with [redacted] to repair or replace the damaged table top. Best regards,[redacted]Store Manager
[redacted] has been advised to contact you within 48 hours.
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]