Furniture store delivers $1,364 sofa with cracks, then replaces it with another defective one
The customer called it "a complete nightmare".
The sofa that she ordered was delivered with cracks. When the replacement sofa came, it also came with cracks.
Stomper Noor wants to share her story to create public awareness of her experience with the furniture store, Bedandbasics.
"I made an order for a $1,364 fabric sofa, and it was delivered with cracks and other damage - twice," said the Stomper.
After ordering the Bennet extendable sofa bed on July 13, she made payment two days later.
On the confirmation email, it said: "As this is made-to-order, it is non-exchangeable, non-refundable and non-cancellable."
The furniture arrived on July 25.
"Upon delivery, there were major cracks and defects," said the Stomper.
"We spoke to their customer service representative who said that they would arrange to take back the sofa at a later date, repair and send it back."
On Sept 5, the Stomper received a replacement, which was also defective.
"On Sept 19, we went down to their showroom at Kaki Bukit and insisted on a refund," said the Stomper. "Their customer service representative kept repeating no refunds allowed."
After she threatened going to the Consumers Association of Singapore and Small Claims Tribunals, the customer service representative said the factory would put making her new replacement sofa on hold.
Despite that, on Sept 24, the Stomper received a WhatsApp notification that the new sofa would be delivered on Sept 26.
She told Stomp on Sept 24: "It has been a complete nightmare."
Stomp contacted Bedandbasics for more info on Sept 26.
On Sept 28, the Stomper said: "After Stomp reached out to them for comment, Bedandbasics called us the very next day to offer a full refund and expedite the collection of the sofa.
"The sofa has been collected and refund made as of Sept 27. They bothered to offer a proper resolution only at this stage, which is regrettable."
