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| - Where to start ??? We ordered a table last July and it arrived about 40 days later, sometime in mid August. It was a custom table for our kitchen, and the color we chose was sailcloth with the distressed heirloom finish. This is like an antique white. We received the table and had scheduled a custom glass top to be fitted for it the following day. The gentleman who took the measurements wrote these down on a piece of paper, but this actually left a mark on our 14 hour old table, which we could not erase. I called the store and they agreed I go through the insurance (luckily I paid the extra for) Guardsman. This was a big ordeal with lots of time spent going back and forth between Kim - the Scottsdale store manager, Marcy, the woman who sold it to us, and Tiffany -- the only person who was helpful in the process. MOnths later and this was still not resolved. I resigned myself to living with the pencil marks on the table. The man who measured our table actually refused to install a glass top on it as he said the small things that prevent the glass top from slipping would likely indent the wood because of the very poor quality. Ok, Next we had some tomato sauce spill on it and thew table absorbed it like a sponge.The women at Basset indicated that this is the same kind of thing that happens when you put tomato sauce in tupperware. Urgh. Seriously? So now we have a tomato sauce stain that will not come off.... Next a Dora yogurt (its a fruit flavor) became the culprit and the table now was damaged by pink yogurt -- more stains we could not get out. I battled it out with Guardsman again and this time was able to finally get someone to come out/ the claim took about 3 more months to process. I was then allowed to get another table from the store and a special approval was arranged for me to select another finish -- and here is where thew fun really began!!
We selected a natural wood finish -- Cocoa, however when we received the table about a month later, the color was clearly wrong. I took photos and went into show the manager as the deliver men refused to allow me to refuse deliver. I showed Kim in the store the swatch of the sample of cocoa as well as the pictures of what was in my house, which was clearly many shades darker. She refused to help me, refused to look at the photos and told me to email her. Feeling already very frustrated with the many months and much time I have spent on this situation already, I was begging her to help me. She instead took phone calls, and then threw up her hands saying "oh we''," and walked away from me. A salesman named David did come out to help mitigate the situation and he agree that the colors were way off from what we had selected. He put me in touch with the refinisher, who contacted me to schedule an appt the next day.
The refinisher came and said this was too big a job for him to redo and the table was clearly the wrong color and should be reordered, which is was the following day. We waited about month or so an received another table and -- you guessed it -- the color was again WRONG! In another battle with the store, I managed to get a gift card out of them (and only because Tiffany helped me and had worked with me on this whole ordeal) because we were going to be moving out of state and therefore I had no more time to waste waiting for another table to come. This was truly one of the worst experiences I have ever encountered buying furniture and I am sadly the owner of a giftcard I dont even know what to bother buying with because Basset has really declined in quality, customer service and style. Do youself a favor, go to Ethan Allen or Ladlows in Scottsdale if you are looknig for similar price points. The store manager Kim should be fired for her rude and obnoxious way she treated me and represented the company. I have both been in retail and customer-service industries and I have never ever showed such callousness and disregard for customers. I would never recommend shopping there.
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