The bed was purchased on 11/16 with delivery scheduled for 11/20 b/w 1-5. Delivery showed up over an hour after the 1-5 time frame and when they were finished unpacking the bed in the bedroom, realized that they didn't have any of the parts to assemble the bed. After conferring with the store the deliverymen left at approx. 7:30 pm with no solution to the problem other than that the problem couldn't be fixed until Tue, which was unacceptable. At this time I spoke with an employee named Patty who also said that there was absolutely nothing that could be done until Tue. After speaking with Victor, the salesman who assisted us with our purchase, he sent an employee named Devine, to assemble the bed on Sun. Devine came to our home at approx 7 pm and tried to assemble the bed, but was unsuccessful and left at approx. 10:30 pm with the problem still unresolved.
I went to the store on 11/23 to speak with the manager, Adam Levine. I was assured by him that there would be no delivery charges and he referred me to a man named Roger at his warehouse in NJ to coordinate a time for someone to come out and assemble the bed. This was the start of Adam's consistent behavior of passing the buck and not trying to resolve the problem himself. He also assured me at this time that he would look into any other discounts that we might be able to receive for our inconvienence. The bed was finally assembled on 11/24, after having to sleep on our floor for 4 nights.
We have spoken numerous times since than and each time he has assured me that this situation would be resolved in a couple of days. Adam informed us that he would be able to give us a refund for the complete delivery charges of $115.00 and an additional $250.00 for all of the trouble and inconvienence. After over one month and repeated unreturned phone calls, on 01/03 he gave us a refund for the $250.00. I spoke with Patty on 01/05 at approx. 3 pm and was informed that Adam would be out of the store until 01/10. I spoke with Adam on Monday, 01/10, when he informed me that he would look into the matter and everything would be taken care of in a couple of days. He never called me back and the matter is still unresolved. Adam has repeatedly not returned numerous phone calls, told me that my credit card lied to me when they said we had a time limit to dispute the charges and is always conveniently out of the store. My wife and I are still waiting for this situation to be resolved.
I would strongly advise anyone who is looking to purchase any product from Basics Furniture to look elsewhere. Basics Furniture has no concept of customer service and after 2 months of little to no response, it is apparent that they think that by not handling a customer's problem, it will just go away. We have been assured numerous times by management that our problem would be taken care of and it has been one lie after another. We feel like we were taken advantage of and ripped off.
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