Sep 3, 2008 3:58 pm US/Pacific
Furniture Fine Print Explains Delivery 'Delay'
SAN FRANCISCO (CBS 5) ―
The brochure said Alyse Tognotti's furniture would be delivered in 30 days. But a month later, the Belmont resident was sitting on the floor of her empty living room. "I want furniture in here. I want to fill it with furniture for family events," said Tognotti.
Tognotti thought her new custom furniture would be delivered in 30 days -- at least that's what Bassett Furniture seemed to promise. "It's said many, many times. And it's all over the the advertising pieces they give you to take home. And it makes you excited. You can have a whole room of new furniture. A whole house of new furniture in 30 days," said Tognotti.
But now it's Day 37. "Here we sit on cushions," said Tognotti.
And there was no warning of a delay. When she called Bassett, they didn't even know where her furniture was. "They think it's on a truck headed to Riverside, California, but they aren't sure where it is and when it's arriving," said Tognotti.
Frustrated, she called ConsumerWatch.
Bassett told us the 30-day policy isn't a guarantee; it's a goal they try to meet. The fine print on Tognotti's agreement says "allow 4 to 8 weeks" for delivery. It turns out her order was delayed because of a special fabric.
Shortly after ConsumerWatch called, Bassett told Tognotti her furniture had arrived, and they gave her a $200 store credit for her trouble. "I'm really happy. We have it. We can sit on it, play on it. We're really happy. This definitely helped," said Tognotti.
To avoid misunderstandings when you order merchandise:
- Pay with a credit card. You're in a stronger position to dispute charges. For delivered items -- like furniture -- you can dispute the charge within 60 days of the scheduled delivery. For other items, you have 60 days from the time the charge appears on your statement.
- Understand the terms of your agreement before you sign. If there's something you're not sure of, walk away.
- Negotiate terms, if possible. Some smaller companies may be willing to adjust their terms.
Bassett Furniture told us that 85% of customers get their furniture within 30 days and they're satisfied with their service.
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