Business ProfileforBassett Furniture Direct of San Carlos

We purchased a Stressless Loveseat from Bassett Furniture and they convinced ** to purchase a repair/warranty service along with our sofa. We had a **** on the leather and called the warranty service who came out and "cleaned" the **** on the sofa. Within a couple of months we notices a sizeable discoloration on the leather where the sofa was "cleaned" by the warranty company. It appears that the warranty company (Guardian) used a chemical that took off any protective surface from the leather and it now absorbs color from whatever the person sitting on it is wearing.We contacted Bassett because the warranty provider denied a second claim for the same issue despite the fact that they caused the problem. Bassett negotiated a replacement on our behalf and were supposed to be managing it. This was over 18 months ago and nothing has happened. Up until the fall of 2022, ***************************** with Bassett was communicating with us claiming that it was a back order issue with the manufacturer and she was working on it. She has since stopped responding to emails and today I tried calling the store but got strange recordings that did not identify the number as a number for Bassett Furniture. I'm using the store's main number *************). This was a $5,000 sofa and its a mess.We are asking for the replacement within the next 3 months or a full refund of the loveseat and it's companion piece (ottoman).