Vaughan-Bassett Furniture Company, Inc.

I bought a Vaughn-Bassett Sawmill bed, nightstand, dresser, mirror and 2 drawer chests online ($4600), and am in the middle of a damage claim. Check out the stock photos, and then look at what was delivered to me (photos are posted to this review). Maybe Edward Scissorhands works at the Bassett factory, I am not sure. The only pieces that don't have the awful scratches and gouges on them are the bed and the mirror (structurally perfect), but they used white spray paint on everything including those pieces, instead of the stain color displayed in the stock photos where you can see the woodgrain throughout. I am attaching a picture of how Bassett shows the wood for this set in their adverts, mine are a matte white and I know they spray painted them prior to mocking them up because I can see the overspray where the white meets the darker top on the nightstand. To me, the paint applied looks cheap when compared to the stain in the stock photos, probably because it was slopped on all gummy-like. The wood in the advert looks smooth, while my set feels rough and the paint in areas is too thick to see the wood finish. Both drawer chests also had damaged backs, one of which was loose down one side.

When they were delivered, the delivery driver said that he was not obligated to wait for us to take all the packaging off and inspect them. The furniture retailer I bought them from had emailed me that the driver had to stay until we removed all the packaging. We started to remove the packaging while the driver was there, but it became obvious we'd be unpackaging them for a while, so we took him at his word. It took us a good hour plus to get them unwrapped and off the pallets. I spoke to the delivery company a couple days ago and he confirmed what we were told on that day - the driver was only required to wait for us to look them over while they were still wrapped, to make sure we did not see any damage to the boxes they came in (there wasn't any - they were packed air tight and packaged immaculately). The delivery person was not expected to wait while we unwrapped them to check for "concealed damage" (that is his words).

While there was some actual damage, the issue is mostly cosmetic/quality. You can see the pictures for yourself. I didn't realize just how awful it was until we got them all arranged inside. I have tried to convince myself that it is not a big deal and I can cope with it, but when I look at the stock photos and compare them to the set I received, I feel like I got royally screwed. I'd had my eye on this set for a very long time, periodically checking the online retailers' prices. I was so certain it was going to work out that I sold off my old furniture a few days after I placed the order. I absolutely love the structure and style, I just hate how they finished it, especially the pieces with the gouging and scratches.

I had not realized that I had to go through my retailer for the claim. My understanding was the shipment came directly from Bassett and the retailer never handled my furniture so I didn't think they'd be the proper party to contact. I spent a couple weeks trying to get a hold of Bassett. I think the email address ([email protected]) for Bassett I found and messaged was a dud. I used the email address I found because I was able to attach my pictures to it, and I couldn't do this with the Bassett web form. The email was for the Juvenile department, but I asked them to forward the message with pictures to the Bedroom division. I gave them a couple weeks to respond, before sending a second inquiry, and when I didn't hear back on that over the next few weeks I contacted Bassett via their webform and heard back quickly.

Bassett said they would be happy to work with the retailer to address any damages, but I had to pursue the claim through the retailer, so that is what I am in the process of doing. I'm hoping a Bassett technician can sand them all down and re-stain them to match the stock photos here on the premises, because I cannot imagine moving them in and out again. I'm no wood worker, but the gouging is so thick I am not certain there will be anything left if they do sand them down. My fear is that I will be told the finish is not considered damaged and I will be stuck with it as is, but I don't know how anyone can compare the two sets of photos and say that my set is anything close to what is in pictured in the advert with regard to how the pieces were finished. Mine look like garbage in comparison to the pictures in the listing, like someone bought them from Freddy Krueger and slapped some primer on them.

I haven't told my mother and brother about my claim, because they both warned me against purchasing furniture online, unseen, and I don't feel like having that thrown in my face while I'm waiting to hear back on my claim.

This was a huge splurge for me and the last nice thing I was affording myself for a very long time. I don't understand how a company like Vaughn-Basset could send a bedroom set out that looks like this. So bummed. Grateful, though, that Bassett wrote me back and that the retailer is now working with Bassett to resolve things. I only publish this review because if I had seen these contrasting photos before buying prior to buying, I would not have purchased the set. Maybe I can save someone else the headache. Like I said, I tried really hard to just let it go and live with it but it's so hideous and different from what I had been anticipating I feel duped.

Hindsight is 20/20, but I feel like in cases like mine, where the furniture is coming directly from the manufacturer, it would be beneficial for the manufacturer to take pictures of the actual merchandise that is coming to the buyer, and email the pictures to the buyer and the retailer prior to shipment. Obviously it doesn't guarantee that nothing will be wrong with the order, but had they sent me pictures of the set they sent me prior to dispatch, even from a distance, I would have told them not to bother shipping it. Selling, buying and moving furniture is stressful even when everything goes right, and it's hard to process decisions on the day of delivery when you just want the move to be over with already, especially when you have to depend on other people for help. It's especially hard when you put all your eggs in one basket and sell off your old stuff and are depending on the new furniture to work out.

I will most definitely update my review with the results of the claim.

I could not find any of there furniture on display anywhere so that I could physically see and touch it. I called everyone of their so called dealers within my area. Most never even heard of them and the ones that did told me it's just not a popular brand that they would have on display, but if I really wanted it they could order it for me. I called customer service about getting some dimensions on a bedroom set that I was interested in. They could not give me any definitive information. I even asked for assembly instruction sheet, thinking maybe there might be some useful information on it, but they don't have any such information. I had also asked about some bad reviews that I read in regards to bed side rails being made of particle board covered in wood looking, plastic laminate. They confirmed that the side rails on their beds come from an outside vendor and are not wood. The description for the bed that I was interested in (Bananza Collection) clearly states: "Crafted from cherry veneers and poplar solids" No mention of the plastic/pvc laminates. Vaughan Bassett is the same cheaply made furniture that you would get from Walmart, Home Depot and Wayfare. I'm glad that I did my homework before just blindly ordering. Please take the time to read all the reviews and view all the photos on the Consumer Affairs website.

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 There is no resolution In fact, we are now into June, and the replacement furniture, which was supposed to arrive last week, has not been delivered.The local company is [redacted] However, I would like to stress that the problem seems to be that [redacted] keeps receiving uninspected furniture and furniture that has been delivered with damage in the shipping process Regards, [redacted]

Vaughan-Bassett Furniture Company is sending *** a new end table to take care of this complaint

A replacement dresser was shipped on 05/22/and I will be contacting *** *** at the store on 056/03/to make sure this dresser is in good condition I will also ask him about the end table

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,
*** ***

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.
There is no resolution.  In fact, we are now into...

June, and the replacement furniture, which was supposed to arrive last week, has not been delivered.The local company is [redacted].  However, I would like to stress that the problem seems to be that [redacted] keeps receiving uninspected furniture and furniture that has been delivered with damage in the shipping process.
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.
We received the bureau in good condition.  Therefore, the bureau issue is resolved.However, we received one end table with a top that is oriented in the opposite direction from its companion pieces.  The furniture company proposed a reorientation of the top but found that if they did that they would have to drill some new holes.  The furniture company proposed that we get a new end table rather than take any risk with the current end table.  Thus we are waiting for a new end table.I believe that the end table issue was in the list that I appended to the original complaint.So, the end table issue remains open until we get a new end table.  Thank you for following our complaint.Regards,[redacted]

Review: On 6 April 2013, I ordered nine pieces of bedroom furniture in the American Journey Collection, in Harvest Oak stain, totaling $5785.30 (including tax and delivery fees) from [redacted], VA [redacted]. On 4 May 203, [redacted]'s [redacted] attempted delivery of the set and found that Vaughan Basset rails sold with the Storage Bed headboard were mis-constructed and would not connect correctly to the headboard. The problem was evidentially resolved to the headboard, however, the rails were also sub-standard, where the stain was not properly applied or was the result of sloppy workmanship, as noted on the invoice, where I signed for the initial delivery. It was noted then that the material that the rails were made of did not appear to match the bed. It was explained to me that the rails were laminated wood, not solid wood as the rest of the bed. On 11 May 2013, the rails and headboard were removed and returned to [redacted]. On 8 June 2013, delivered a third set of headboard and rails that would physically connect, however, the stain on the rails was still sub-standard and I did not accept delivery. I brought attention to the fact that the rails were red in color and the rest of the set was light brown in color, and that the workmanship was sloppy. It was again explained to me that the rails are laminated and not solid wood. I told your warehouse supervisor that I preferred him to just take everything back and issue a refund, because the rails on the display in the store matched. On 21 June 2013, [redacted]'s Warehouse Supervisor and a representative of Vaughan Bassett examined the bed rails and the Vaughan Bassett representative agreed the rails were not the same color. The [redacted]'s warehouse supervisor agreed that it was unacceptable and that he would not accept them. I contacted the store managed just prior to being out of town for an extended period (funeral and temporary assigned duty with the [redacted]). Upon my return, I have been unable to get the General Manager, [redacted], to return my calls or e-mail. On 11 August 2013, I filed a Revdex.com Complaint against [redacted]'s [redacted]. I'm doing so against manufacturer as well due to the fact that I have not accepted delivery, as noted on the delivery invoices and I would like a full refund. The bed rails are unacceptable and neither [redacted]'s or Vaughan Bassett have corrected the issue.Desired Settlement: Repeated attempts to contact the Store General Manger throughout July (E-mail, Phone calls with messages left with the receptionist and phone calls with messages left on the General Manger's extension, have not resulted in any return communication. While the rest of the furniture appears to be good quality the bed rails must be covered, otherwise they stand out as not matching. I would like a refund or new matching rails, or a substantial discount so that I can have custom rails made.

Business

Response:

At [redacted]'s [redacted] request we shipped a replacement headboard and a set of rails on 05/10/2013 due to headboard not hooking in properly. Store requested that we also ship a set of rails just in case there was a rail problem. At the request of [redacted]'s because consumer was upset that he felt the rails did not match; our sales manager had another headboard and rails inspected to make sure that the rails matched the headboard before they were shipped. The third headboard and rails shipped on 05/31/2013. The rails are laminated and the headboard and footboard is a solid oak. If the consumer is wanting a full refund he will have to work out this request with [redacted]'s [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that there was no proposed remedy in their offer. I have already requested a full refund of [redacted]'s Furniture, for which they declined and stopped all communication with me. I'm surprised that Vaughan-Bassett would continue to use [redacted]'s [redacted] as a distribution retailer of their product. [redacted]'s certainly does not honor the Vaughan-Bassett warranty, as described on the Vaughan-Bassett web site , specifically "It is the responsibility of the ultimate customer to inspect and approve the furniture when it is delivered to them". I would like to see a resolution because this has gone on since June 2013 and I'm not happy with the quality and workmanship of the rails, as delivered by [redacted]'s and provided by Vaughan-Bassett. The rails do not match the bedroom suit, they do not match the online images of the same bed and they do not match the showroom display. I can say that the rest of the bedroom suit is of high quality and I believe the Vaughan-Bassett simply lost sight of this portion of their product line. This is simply a quality control issue and easily remedied by taking a new set of rails and staining them with a matching stain as the rest of the furniture. If the rails are laminated with OAK, the resulting color should match. If another type of wood is used to make the rails, which is what I believe is the case, the stain will never match. The rails delivered with my furniture are reddish in color, almost a Red Oak, where the rest of the furniture is Harvest Oak. Only in a dimly lit room is the color acceptable. If you open a blind to the natural sunlight or have the room lights on, the rails stand out and becomes apparent that the stain does not match the rest of the bedroom furniture. I will also say that I would never consider ordering anything from Vaughan-Bassett again due to the poor customer service and disregard for the customer's satisfaction. I would have expected to have been contacted personally by now and yet both [redacted]'s [redacted] and Vaughan-Bassett are both content with keeping my money and forcing me to live with and retain/store furniture for which I did not accept delivery, as is. Regards,[redacted]

Review: Furniture repeatedly delivered with obvious damage since February. It is now May. Request to Customer Service, letter to CEO never acknowledged. Specifically,1. Dresser drawers arrived out of adjustment.2. Large dresser drawer could not be adjusted.3. Large dresser drawer left dent in dresser framework.4. Replacement drawer did not fit properly and could not be any better adjusted.5. Replacement dresser arrived with severe damage to the right side, clearly dropped in shipping. It is probable that the original dresser was also dropped on the left side during shipping because all of the left side drawers were on the bias.6. End table split at one corner.7. Replacement end table has top mounted in the opposite direction from its peer.Desired Settlement: Delivery of the furniture we ordered without shipping damage. In addition, Vaughn-Bassett should acknowledge that it has a problem.

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.

There is no resolution. In fact, we are now into June, and the replacement furniture, which was supposed to arrive last week, has not been delivered.The local company is [redacted]. However, I would like to stress that the problem seems to be that [redacted] keeps receiving uninspected furniture and furniture that has been delivered with damage in the shipping process.

Regards,

Business

Response:

A replacement dresser was shipped on 05/22/2015 and I will be contacting [redacted] at the store on 056/03/2015 to make sure this dresser is in good condition. I will also ask him about the end table.

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.

We received the bureau in good condition. Therefore, the bureau issue is resolved.However, we received one end table with a top that is oriented in the opposite direction from its companion pieces. The furniture company proposed a reorientation of the top but found that if they did that they would have to drill some new holes. The furniture company proposed that we get a new end table rather than take any risk with the current end table. Thus we are waiting for a new end table.I believe that the end table issue was in the list that I appended to the original complaint.So, the end table issue remains open until we get a new end table. Thank you for following our complaint.Regards,[redacted]

Business

Response:

Vaughan-Bassett Furniture Company is sending [redacted] a new end table to take care of this complaint.

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.

Regards,