I purchased a sofa from the Bassett Direct Store in O'Fallon, MO. On Oct. 10 '01. The sofa was delivered on Nov. 10th. I made 3 trips to the store to shop for style and fabric. The sales associate knew it was for a family room and that I had 2 teenagers and two dogs, it was discussed many times.
My oldest daughter was with me when I made the purchase and the sales person told us the fabric would wear like iron. It was apparent after 3wks that something was wrong with the fabric, each time you got up the fabric on the cushions needed to be realigned and it also started to look fuzzy.
I took a cushion into the store to talk with the store manager who proceeded to tell me that this fabric should have only been sold for a formal living room. He did let me reselect and that is where the trouble really started. We upgraded to a leather sofa that cost $2392.22 it was delivered on 3-14-02.
First the drivers scraped the bottom back of the sofa getting it off the truck and there were noticeably 3 other flaws in the workmanship. I called the store that night and they sent out there repairperson to take a look at it. He told me they could stretch the leather on the back to cover the scrapes and that it would have to be taken apart and new pieces of leather ordered to repair the other defects. I again called the store and was told they would have to come pick it up and ship it back to the manufacture to be taken apart and fixed. I told them for that amount of money I wanted a new sofa delivered and did not want to be without a sofa for 3-4 wks.
Five weeks had passed and I had not heard from them, when I called the said they would need to come out and take pictures to be sent to the manufacture. I again waited for a call from Basset (not once did they call me to inform me of where the claim was going) and when I called they said they would call me right back 2 different times. Finally on August 23rd when I called they said I had 2 choices either let Basset fix the sofa or take a 25% restocking penalty. I asked the store manager for his supervisor's name, he told me he did not have one. I asked for the owner's name. I was told that the owner had nothing to do with daily operations at the store and would not give me his name. I did get very upset, if those were my choices why didn't they tell me that back in March.
I called Bassett's main office and spoke to a cust. Rep. Vanessa Millner on the 23rd, she took the info and when I called her back she said she could not do anything that I would have to deal with the store manager. I also went on line and requested a call back from the regional representative and have not heard a word. After much thought my husband and I decided we would take the loss as not to have to deal with a less than friendly store manager and what if it was returned and still wasn't right. My husband called the store on Aug. 30 and talked to the manager Rick Snider he then informed my husband that since we called Bassett to complain, returning the sofa for a 25% loss was no longer an option, and they would call when the sofa would be picked up, that was over 3 weeks ago.
Once again I call Vanessa Millner and she again told be there was nothing she could do. We do not think most consumers that purchase goods from stores like Bassett realize that they are not willing to resolve disputed issues. I still can't believe even after telling Ms. Millner what the manager said in the last conversation that they are not willing to step in and make things right.
I went online again on 9-9-02 and requested a call from the regional rep. Who in return emailed a copy of this letter on to Ms. Millner. She did email me back saying she was sorry that I still wasn't happy. I just want the sofa returned and forget I ever walked into that store.
Joyce
St. Peters, Missouri
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