Customer Frustration with Bedandbasics

In a jaw-dropping case that highlights the perils of online furniture shopping, a customer has branded her experience with Bedandbasics as "a complete nightmare." Noor, who ordered a $1,364 fabric sofa, faced frustration after not one, but two faulty deliveries left her puzzled and disheartened.

The Order and Initial Delivery Issues

The debacle began on July 13 when Noor placed her order for what was supposed to be the Bennet extendable sofa bed. Just two days later, she completed payment, receiving a confirmation email that ominously stated: “As this is made-to-order, it is non-exchangeable, non-refundable, and non-cancellable.” The promise of a custom-made piece turned sour when the delivery arrived on July 25, revealing major cracks and unsightly defects.

Customer Service Response

“We immediately reached out to customer service,” Noor recounted. “They claimed they would arrange for the sofa to be taken back for repair, assuring us it would be sent back in perfect condition.” Days turned into weeks, and by September 5, the replacement sofa arrived—but it too was marred with cracks.

A Visit to the Showroom

Feeling increasingly frustrated with the lack of resolution, Noor decided to visit the Bedandbasics showroom in Kaki Bukit on September 19, demanding a refund. To her dismay, the customer service team reiterated their no-refund policy, leaving her feeling as though she was hitting a brick wall.

Escalation and Resolution

It was only after Noor threatened to escalate her complaint to the Consumers Association of Singapore and Small Claims Tribunals that she faced some movement. The representative informed her that the factory would halt production of her new sofa. Despite this, a WhatsApp notification broke the news that another delivery was scheduled for September 26, further adding to her anxiety.

Describing the ordeal, Noor stated on September 24, “It has been a complete nightmare. I just want what I paid for—a decent sofa.”

Company Response and Final Outcome

In a surprising twist, after Stomp contacted Bedandbasics for comments on this unfolding saga, Noor received a call from the store the very next day. They finally proposed a full refund and expedited the collection of the defective furniture.

By September 27, Noor had received the long-awaited resolution, marking the end of her ordeal, albeit with some bitterness over the delays and communication issues. “It’s regrettable that it took this long to get a proper resolution,” she concluded.

Consumer Cautionary Tale

This incident serves as a cautionary tale for consumers venturing into the realm of made-to-order furniture, urging prospective buyers to carefully consider the policies and customer service track records of companies before making purchases.