Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.