ComplaintsforCandace & Basil

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a sectional couch on March 20, 2022 and paid a deposit of 50% of the total. I was told that it would take about 8 - 12 weeks to get this as it is top quality, custom, and made in Canada. I didn't hear from the business for months...in late August (past the time promised) I called them and inquire about my order (#*****) I was asked by a representative if this has been delivered! I said "no" and told them i am concerned as it is going on 6 months now since I placed the order. I was told that they would look into this and call me back the same day. I didn't receive a call back that day and then called back the following day. I was then told that they are going to put a rush order on the couch. I was in shock as I was in question for this for over 5 months...and I was told upon ordering that it would take months to produce. When the couch was delivered on September 29th it had obvious signs of been rushed and with poor, unfinished workmanship. Upon inspection, one of the cushion zipper was broken, several stitchings were not sealed or even finished, one part if the sectional could not clip unto the brackets as they were placed the same positions, and the back of the couch was not lined with any base or strong support. In fact the back was that of a curtain, the fabric was loosely stapled and it was floppy. I expressed all these above concerns to a customer service representative immediately. She voiced that they will take it back and resolved the issue, she mentioned that they would tighten the fabric at the back of the couch to match the sides of the couch, she alsomentioned that usually there is a cost and that it would be a courtesy to me especially been that the wait for the couch was so long, and due to other poor workmanship. The couch was picked up for repair on Friday September 30th. I was told that it could take a week or two. On Monday, October 3rd I received an ********* note from the company with a video of them fixing the couch in-house. They then went on to tap on the couch and it sounded like a box. The next day while the couch was enroute I received another message on ********* stating that the quality I wanted would cost an extra $500. This cost was never communicated to me, in fact the representative on September 29th told me that the company would carryout this as courtesy. The couch arrived to my home and the back of the couch looked worse in appearance, staples nailed to it looked unprofessional and it felt like they placed a cardboard box at the back. The driver offered to call the company. He then went on to place the owner on the phone with me. The owner was ***** and ************* and wanted to argue irrelevant matters for example the date I made the payment for the final deposit (which I was told only needed once the couch is ready for delivery). He also mentioned that I saw a model of the couch before I purchased it. I went on to add that I didn’t see the back of the couch, he states that no one sees the back or underneath a couch. The couch that was on display was backed to the wall. I was not showed the back of the couch. I was told that this couch was quality and proudly made in Canada. To date the company as shared that they will be charging me weekly storage fees and that I will need to arrange my own delivery. I paid over $3,000.00 for this couch and I would like Candice & Basil to live up to its promise ofrepairing the couch or if that’s not something they are no longer to commit to then I would like a full refund.

  Business response

  13/10/2022

  On August 29th, we attempted to reach ******* to advise her that her sectional was in fact ready and delivery was pending payment. Since she did not answer, we sent her an email on August 30th advising the same. Finally, on September 22nd she completed the payment and on September 27th it was delivered. 
  

  The sectional was picked back up from her and examined. No defects were found. The zipper was opened to repair but it closed back into place without needing any work. The brackets all connected correctly and there were no workmanship flaws there either. From our discussion with *******, it was understood that she was looking for a hard surface on the back of the sectional. As an exception and at no additional charge, we took apart the upholstery for her, added material in to harden the back (outside) of the entire sectional and re-upholstered it but still she refused the re-delivery. However, from this complaint it seems she’s now expecting a different solution. As a final attempt to resolve this matter, we would need ******* to return to the showroom and clearly address exactly what she wants modified. If it is within reason, we will cover the cost and make one final attempt. However, we will not allow her to return the sectional back to us for a third time. If she is willing to agree to this, then we can work on a solution together.

  Customer response

  17/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Candice & Basil failed to acknowledge that I was the one that initiated a status update on my order back in August. This retailer has downplayed the issues I brought up, and has labeled my concerns and opinions as invalid and unwarranted. Their communication continues to be ************* and ********. I am exhausted with the back and forth with this business as they refuse to hold themselves accountable for the quality and workmanship of this product in which I paid $3,389 CAD. 

  With that said, I do not wish to EVER set foot inside this retail business again. Most importantly, I do not want ANY product of theirs in my home, as I will be constantly reminded of the unpleasant experience I have endured every time I look or sit on that couch. I wish to put this experience behind me and peacefully move on. I need Candice & Basil to give me my money back in full A.S.A.P, or I will be left with the only other option, and that is to proceed with civil action.

  
  Sincerely,
  
  Mrs. ****

  Business response

  26/10/2022

  The sectional was made 100% correctly. Inspection revealed no defects. The customer selected the item in store and selected the custom item in store. Neither the product nor the quality deviated from what is on display. The customer still sent the sectional back for further work, which we did not charge for. After further work was done, the customer refused the delivery. Although, the customer is not willing to cooperate with my previous offer to make further modifications, she is welcome to change her mind and her back to us. In the meantime, I reject the customer’s request for a refund as the order is custom and final sale.

• Initial Complaint

  14/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the ***** LHF/RHF Configurable Sleeper Sectional w/ Storage on Oct 27/21. It was delivered on Nov 2/21. I assembled the couch once delivered. It was hard and uncomfortable. When I sat on it I could feel the wooden slats through the seat cushions and it creaked. I thought it would break. Their return policy states that it can not be returned once it was assembled. I called on Nov 21/21 after giving the couch a chance, to see if I could get a refund. I was told that because I assembled it I could not return it although I was unhappy with the purchase, but what I could do was send it in to be service and it would be fixed. I was also told by there woman I spoke to that if I still didn't like it I could possibly get my money back. I asked how long it would take to get it picked up too service and how long the servicing would take and I was told about a week. On Nov 25/21 I filled out the service form from the website. I waited and waited without hearing back from them. I finally called them on Dec 15 2021 around 10 to find out what was happening. The woman I spoke to said they just got something a couple days ago from the manufactures and that they would send me an email to set up a time and day to come and get it and the email would come later today. At 5:30 I still did not receive anything so I called again. I spoke to a man who told me the information was coming for sure that night. I got the email but I did not get to choose the day or time and I had to ask which Saturday they were coming and for a time frame. They came and picked up the couch when they said they would. I emailed the company again on Jan 3rd/22 to find out what was happening with the couch. I got an email back saying that they are just checking in with the manufacturer and will get back to me shortly. I never received anything from them. This Monday I called and asked to talk to a manager, all she could do was a 5% money back and a call in 1-2 days. It's Thursday and still no call.

  Business response

  11/04/2022

  Business Response /* (1000, 5, 2022/01/17) */ The customer was denied a return for a refund as the item was nearly 3 weeks used and the packaging was discarded. This is against our return policy. We are not able to guarantee manufacturer service time frames. Nonetheless, we have issued compensation for the delay due to the holidays. The repairs are complete and we will be in contact with the customer to schedule the delivery. Business Response /* (4000, 11, 2022/01/28) */ The customer was not satisfied with the repairs, so we have accepted the return with a 15% restocking fee as an exception to our return policy. She has been refunded $1,598. Consumer Response /* (2000, 13, 2022/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ***** is the BBB file number 6 Sept 2021 $1352. was paid for a sofa and it hasn't been delivered. I am now getting no replies to my emails and was told it would be 8-10 weeks. It's now going on 14 weeks. I can send you the email trail if that would be helpful. Contact Name: ***** ****** Phone Number: XXXXXXXXXX Email Address: *************@gmail.com Order Number: XXXXX Comments: just wondering when I might expect this order? Order Desk Candace & Basil Furniture www.candb.ca X (XXX) XXX XXXX ******@candb.ca

  Business response

  22/12/2021

  Business Response /* (1000, 5, 2021/12/16) */ Due to Covid, we are experiencing delays with many of our local manufacturers (all local made products are made to order as mentioned online) as they struggle to find labour and materials. Industry-wide, the supply chain continues to be flipped on its head. Lead times online continue to be extended to reflect delays for new orders. We are advising customers with existing orders of the delays and providing updates. However, we are only able to provide updates based on estimates from the manufacture that are subject to change in this environment. Due to this, these customers have 0 obligation and are able to cancel for a full refund at any point before delivery. ***** ****** was also advised of this and was offered a full refund but she is asking for her sectional now. Unfortunately, it's not something we are able to physically provide right away as we cannot manufacture this item ourselves. We are working closely with our to obtain better estimates for completion and have received assurance that it will be before the new year. They've also advised that on Monday, December 13th, we will be receiving a final update. If the customer can allow us until Monday, it would be appreciated. Hopefully, we can finally have her sectional delivered to her by the end of the week. **Update** The customer agreed to cancel the order for a full refund. In the meantime, we have kept the order with the manufacturer and have given the customer the option to purchase the sectional again as soon as it becomes available by giving her first right of refusal on it before it's given to the next customer in line. She's also been offered a $200 gift card to use toward this potential purchase due to the delay. Consumer Response /* (2000, 9, 2021/12/22) */ I was able to see your screen shot and their reply is accurate. I haven't heard back as to whether the sectional has been delivered to Candace and Basil yet and not holding my breath. However, that said I was refunded the cost of the item and sent a GC to use and satisfied with the outcome now. Thank you for following up, *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩