The representative from Bassett basically directed me to the representatives at the regional office in California that I have been dealing with to begin withTheir solution is to go through the 3rd party warranty company who have basically denied my requests to correct the situation and sent me back to BassettThere was no offer to resolve the problem 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 still have a problem with one drawer after the technician's three visitsThe store manager, [redacted] **, intimidated that all furnitures (Dresser, chest, night stands) will be returned for full refundThe district manager, ***, did the sameI was insulted rather than have right warrantyAnother issue that I reported regarding the bad attitude of the store customer service rep, [redacted] told me it is none of my businessStore manager, [redacted] hung on me and [redacted] was so nasty to my wife on the phoneShe did it three timesThat includes after I requested to the district manager, ***I am strongly demanding the executives apology and correction.Strongly demanding the executive's apology, promise to correct the customer service and right product warranty.Regards, [redacted] ***
Bassett has already sent all casings and agreed to pay $labor fees to do repairs The fabric wasn’t defective and that is all that we could doThis 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!
We did speak to this customer when he came into the store last JulyWe had [redacted] go to the customers home to confirm that the sofa was not fixableThe sofa and love seat are not leather, apparently [redacted] (our leather service technician) did not think the product was a Bassett productIt was a licensee that sold this furniture to [redacted] back in In addition customer does not have an original receipt for furniture nor do we have a copy of the sale as the sale was in Customer has purchased about 8k total with us since and states that most of his furniture in his home is Bassett product I explained that even a leather or fabric sofa is only under warranty for yearHis position is that no leather should be peeling and flaking off and he spent 3k+ for furniture that he can’t use and needs to be thrown awayThis furniture has been in his home for nearly yearsI told the customer to come to the store and we would visit and see what we could do for him [redacted] *** [redacted] ***
Mr[redacted] is requesting an exchange for the same rug at no additional cost Our rugs come with care instructions on the backAfter Mr [redacted] 's rug was delivered and placed, he noticed it had natural fibers on it which is completely when rugs are unrolled for the first timeMr [redacted] used his vacuum cleaner and rotating brush attachment to clean the rug resulting in fraying of the surfaceHe called immediately to complain that the rug was damagedMr [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 timeHer follow up conversations reflect that misinformationAfter reviewing the pictures, it was clear to me that the rug had been damaged by a vacuum cleaner rotating brush attachmentOur 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 damageOur customer care specialist also noted cleaning instructions on the back of our rugsMr [redacted] stated that the cleaning instructions were absent on his rugWe offered to send our service technician to the home to attempt repairMr [redacted] was ok at this pointWeeks went by and Mr [redacted] called again asking for an exchangeWe offered to reorder the rug at 35% off and a 15% restocking fee on the damaged rugMr [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
On 11/18/ [redacted] was interested in purchasing a sofa and a loveseat [redacted] , our leading designer with the years of experience at Bassett Furniture, helped him with this purchaseCustomer 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/The order was placed on 11/20/ 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 statusOur system showed the order in production
Mr [redacted] had delivery of a chest, dresser, mirror and nightstands on 3/08/We sent a technician to address Mr***'s concern with the drawer operation of the dresser and chest on 3/17/The technician's report indicated he had visited the customer's home and the product is up to manufactures standardHe 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***'s home on 3/21/Mr [redacted] signed off on the service indicating the technician lubricated all the drawers and made them work to the his satisfactionLater that day, Mr [redacted] called to say the chest drawers still did not operate to his satisfactionOn 3/29/2017, the District Manager spoke to Mr [redacted] and offered to pick up his purchase and process a full refundMr [redacted] did not wish the furniture to be picked upThe District Manager agreed to exchange the chest time and if necessary to send the technician time to adjust the exchange chestThe exchange chest is currently on orderIf 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
Good Afternoon, Bassett Furniture's warranty is for year on any leather and fabric This item is 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 complaintSincerely, [redacted]
The client accepted service on the reclining chairs but wanted to reselect a new sofaThe customer did not like that the sofa was showing comfort wrinklesThe 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 styleThe store manager advise ordering the same sofa again would not resolve the customers concerns with the comfort wrinkles which is not a defect
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 serviceI 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]
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 $for the laborPlease let me know who and when was contacted with that informationI have attempted to contact Bassett many times about the labor costs and I was told to ask the retailer or my emails were ignoredAlso, 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]
To whom it may concern, The original table for Ms [redacted] came from the factory with damage to the table topThis occurred during transportation which was discovered in the warehouse before deliveryMs [redacted] was notified by our customer service specialist that the new table top was ordered immediatelyWhile we were waiting for the new top to arrive, customer left to Florida and couldn't accept her delivery for a yearWhen she came back, the table was delivered in a perfect conditionAll numbers on the order and delivery papers MATCHThe delivery crew took a pictureCustomer signed the paperwork that the table was received in “good condition” and posted a star reviewA few weeks later Ms [redacted] called the store complaining that her table had spots in the middle and this is the way it was receivedShe asked for a replacement of the defective product and have emailed us the picture with the "defect".Upon inspecting the pictures with 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 causeIn 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 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 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 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 mePlease 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 days I am certain other potential customers would be very interested in knowing what will be required to keep their 6,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] ***
We will be talking with the [redacted] plant againWill contact you back soonThank you!
The representative from Bassett basically directed me to the representatives at the regional office in California that I have been dealing with to begin withTheir solution is to go through the 3rd party warranty company who have basically denied my requests to correct the situation and sent me back to BassettThere was no offer to resolve the problem 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 still have a problem with one drawer after the technician's three visitsThe store manager, [redacted] **, intimidated that all furnitures (Dresser, chest, night stands) will be returned for full refundThe district manager, ***, did the sameI was insulted rather than have right warrantyAnother issue that I reported regarding the bad attitude of the store customer service rep, [redacted] told me it is none of my businessStore manager, [redacted] hung on me and [redacted] was so nasty to my wife on the phoneShe did it three timesThat includes after I requested to the district manager, ***I am strongly demanding the executives apology and correction.Strongly demanding the executive's apology, promise to correct the customer service and right product warranty.Regards, [redacted] ***
[redacted] has contacted the consumerConsumer told her she was going to disregard the claim
If there are other areas on the piece snagging we need pictures showing the additional defects
Bassett has already sent all casings and agreed to pay $labor fees to do repairs The fabric wasn’t defective and that is all that we could doThis 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!
We did speak to this customer when he came into the store last JulyWe had [redacted] go to the customers home to confirm that the sofa was not fixableThe sofa and love seat are not leather, apparently [redacted] (our leather service technician) did not think the product was a Bassett productIt was a licensee that sold this furniture to [redacted] back in In addition customer does not have an original receipt for furniture nor do we have a copy of the sale as the sale was in Customer has purchased about 8k total with us since and states that most of his furniture in his home is Bassett product I explained that even a leather or fabric sofa is only under warranty for yearHis position is that no leather should be peeling and flaking off and he spent 3k+ for furniture that he can’t use and needs to be thrown awayThis furniture has been in his home for nearly yearsI told the customer to come to the store and we would visit and see what we could do for him [redacted] *** [redacted] ***
Mr[redacted] is requesting an exchange for the same rug at no additional cost Our rugs come with care instructions on the backAfter Mr [redacted] 's rug was delivered and placed, he noticed it had natural fibers on it which is completely when rugs are unrolled for the first timeMr [redacted] used his vacuum cleaner and rotating brush attachment to clean the rug resulting in fraying of the surfaceHe called immediately to complain that the rug was damagedMr [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 timeHer follow up conversations reflect that misinformationAfter reviewing the pictures, it was clear to me that the rug had been damaged by a vacuum cleaner rotating brush attachmentOur 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 damageOur customer care specialist also noted cleaning instructions on the back of our rugsMr [redacted] stated that the cleaning instructions were absent on his rugWe offered to send our service technician to the home to attempt repairMr [redacted] was ok at this pointWeeks went by and Mr [redacted] called again asking for an exchangeWe offered to reorder the rug at 35% off and a 15% restocking fee on the damaged rugMr [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
On 11/18/ [redacted] was interested in purchasing a sofa and a loveseat [redacted] , our leading designer with the years of experience at Bassett Furniture, helped him with this purchaseCustomer 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/The order was placed on 11/20/ 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 statusOur system showed the order in production
Bassett will replace the mechanisms
In speaking with the retailer, they have stated this has been resolved with the consumer.thanks!
Mr [redacted] had delivery of a chest, dresser, mirror and nightstands on 3/08/We sent a technician to address Mr***'s concern with the drawer operation of the dresser and chest on 3/17/The technician's report indicated he had visited the customer's home and the product is up to manufactures standardHe 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***'s home on 3/21/Mr [redacted] signed off on the service indicating the technician lubricated all the drawers and made them work to the his satisfactionLater that day, Mr [redacted] called to say the chest drawers still did not operate to his satisfactionOn 3/29/2017, the District Manager spoke to Mr [redacted] and offered to pick up his purchase and process a full refundMr [redacted] did not wish the furniture to be picked upThe District Manager agreed to exchange the chest time and if necessary to send the technician time to adjust the exchange chestThe exchange chest is currently on orderIf 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
Bassett has offered their final offer
Good Afternoon, Bassett Furniture's warranty is for year on any leather and fabric This item is 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 complaintSincerely, [redacted]
The client accepted service on the reclining chairs but wanted to reselect a new sofaThe customer did not like that the sofa was showing comfort wrinklesThe 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 styleThe store manager advise ordering the same sofa again would not resolve the customers concerns with the comfort wrinkles which is not a defect
[redacted] at [redacted] will be asked to contact you within 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 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 serviceI 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]
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 $for the laborPlease let me know who and when was contacted with that informationI have attempted to contact Bassett many times about the labor costs and I was told to ask the retailer or my emails were ignoredAlso, 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]
To whom it may concern, The original table for Ms [redacted] came from the factory with damage to the table topThis occurred during transportation which was discovered in the warehouse before deliveryMs [redacted] was notified by our customer service specialist that the new table top was ordered immediatelyWhile we were waiting for the new top to arrive, customer left to Florida and couldn't accept her delivery for a yearWhen she came back, the table was delivered in a perfect conditionAll numbers on the order and delivery papers MATCHThe delivery crew took a pictureCustomer signed the paperwork that the table was received in “good condition” and posted a star reviewA few weeks later Ms [redacted] called the store complaining that her table had spots in the middle and this is the way it was receivedShe asked for a replacement of the defective product and have emailed us the picture with the "defect".Upon inspecting the pictures with 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 causeIn 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 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 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 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 mePlease 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 days I am certain other potential customers would be very interested in knowing what will be required to keep their 6,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] ***