Brass & Burl — Local services in Town of East Hampton

The piece of furniture I ordered arrived with a manufacture's defect. Brass and Burl's website states they will repair any minor manufacture's defect. The third party company Brass and Burl sent the piece to for repair damaged the piece to the point it could not be repaired correctly. Brass and Burl (Adam and Emily) refuse to replace the piece of furniture on the statement they used a restoration company recommended by the furniture manufacturer. I emailed the manufacturer and received a replied stating they DO NOT give out recommendations of furniture repair / restorations companies. I have turned the matter over to my credit card company. All communications with involved parties was done via email.

The contract signed during delivery ONLY EXCLUDES Sun Delivery, LLC from any damage. The contract DOES NOT EXCUSE a merchant from addressing manufacture’s defects. The 3rd paragraph on the back of the contract states very clearly the responsibility of the proprietors if the item has manufacture’s defect – ask for a soft copy of all delivery contracts and discuss them with Brass and Burl if you decide to purchase from them - a copy of the contract with Sun Deliveries LLC is attached.

Regardless of contracts signed or company policies, if a merchant takes an item from your home for repairs many times incorrectly and returns the item destroyed (beyond repair) would you think it is the merchant’s responsibility to replace your purchased item???? Since Brass and Burl took the item from my home and returned it damaged and beyond repair I believe it is their responsibility to replace the product at no cost.

To date the merchant hides behind paper work / contracts and refuses to replace the item.

The photos the repair shop took were from a far distance, impossible to determine the condition of the table top.

Lesson learned; better to pay a little more and have returns accepted...

What a great experience it was to work with Brass & Burl! We are especially partial to Theodore Alexander (TA) and have over 35 TA pieces in our home. Sourcing our furniture purchases from a virtual showroom is something we've never done, and our only regret is that we wish we’d found Brass & Burl sooner! The variety and quality of furniture offered, impeccable service and on-time delivery provided by Brass & Burl put them head and shoulders above all others. We cannot say enough about how pleased we are to have worked with Emily and Adam. Thank you for your attention to detail. Thank you for your responsiveness throughout the entire process, including post-purchase follow-up. Emily and Adam, you two have exceeded every expectation we had! We wish you the very best, and we've already recommended your company to our closest friends and family during our open house party. Keep up the...

Brass & Burl was super helpful when I was trying to redesign living room. Originally I stumbled upon this site when trying to find a new coffee table and couch. I knew one of the pieces I wanted and googled it and found this site. It was the best price by FAR! I emailed them about the different sizes and I was so pleasantly surprised by how responsive and helpful they were. I cant tell you how great it was to actually chat with someone who knew all the products. Emily was very responsive to all my emails and even helped to design my new layout (helping with measurements, colors, materials etc). Would highly recommend this company to anyone who is looking for great products and really helpful,...