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12 Reviews & Complaints

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Store Manager Were Condescending When I Voiced a Complaint
Posted by Juneandrews415 on 03/09/2014
CONCORD, NC -- Last year we bought custom furniture from Bassett in Concord. We carefully selected the best we could afford and to us it was a lot of money. After about three months the one chair's fabric started fraying and pilling. The manager was very helpful and kind and told us we could reselect. We were very grateful but could not find a fabric we liked at that time.
After about 6 months we called the store and were told they got new fabrics so we went back for the reselection.

In the meantime the manager who was familiar with our case left and a new manager was in his place. Although we explained what happened (and I am sure they must have notes somewhere),she treated us as if we were criminals and not customers. We felt very uncomfortable. We were going to buy a Tempurpedic mattress but left the store and bought the mattress somewhere else. She acted as if she was doing us a favor and as if it was our fault that the fabric didn't hold up.

I was going to let this go but today we were talking about this to friends and they said they had the same experience with this manager after they had a complaint.
Customers deserve better and should not be treated the way we were treated.

     
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Poor Quality Furniture
Posted by Gdpostman on 09/22/2012
FT. LAUDERDALE, FLORIDA -- I purchased a leather 7 piece sectional a few years back ($8,000), the core (seat) of only one section continually failed (3 times) and had to be replaced, The metal part of the foot rest had to be replaced once. The aformentioned section had to be taken away to be repaired on 2 different occasions.

Having spoke with the Service representative on the phone and leaving messages I was finally told by the representative that came to the house after the third failure of the seat that Bassett would only cover 1/2 of the cost to repair the cushion with or that I could continue to argue with Corporate and then they would refuse to pay anything, but that I would have to pay $225 to contractor to repair the seat. The new firmer cushion is now beginning to feel just as the old pieces did.

I really thought that Bassett was a top quality furniture maker. I could have purchsed 4 sectionals for the price paid for this one in the 4 years that I have had this one. Frustration !!
     
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Sloppy sofa and chair cushions poor customer service
Posted by Izzyautocenter on 02/18/2012
BASSETT, VIRGINIA -- I recently, less than 2 years ago purchased a Sofa and Chair from furniture store in Port Huron, Mich. In less than 1 year fabric on cushions was rolling with sloppy fit on foam cushions. Bassett told me my complaint in less than 1 year had to deal with the store. They handled my problem the best they could. Now this is less than 2nd year and the problem is back, but now Bassett tells me my warranty on fabric and cushions is only good for 1 year. It is really too bad when you as a consumer can be sold a bill of goods and company can't stand up for their product. As I read the complaints about this on my computer I realized I wasn't they only person they SCREWED Took my money and ran.. Careful folks what you buy and I don't know if it matters to anyone but it was a sofa that you build yourself, Pick the style, fabric, arm shape, legs, you shouldn't have a duplicate of any-ones beware of the scam...
     
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Posted by Alain on 2012-02-20:
I found other complaints about Basset similar to yours on 7 different websites. This should be a concern for the company. Losing customers like this will eventually catch up with them.
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Custom hand-made couch with ill-fitting cushions
Posted by Statdetective on 08/18/2010
OREM, UTAH -- Two years ago, September 2008, my wife and I ordered a custom couch from Bassett Furniture. We selected the fabric, the cushion style, the legs, arms and all the options that we wanted. We were delighted with the ordering process.

The couch was supposed to be delivered within a month, and it was not, but it eventually came and that's when we were not satisfied. We should have refused delivery of the couch, but we trusted the customer service folks who said they would address our concerns. The big problem was that the cushions didn't fit right. They appeared to be loose and the covers rolled on the cushions so the piping around the corners wouldn't stay square and it compressed.

Bassett replaced the cushions (but not the covers) and told us that we would have to manually adjust the cushion covers every week so that they would look right. In fact, the representative said that the couch was supposed to have a floppy look to it. Well, my wife wasn't happy, but she liked the color and the fabric and the style so we decided to "live with it."

The cushions wore out and lost their loft, their shape, and they got lumpy. It's been two years. We think the cushions should have lasted longer than that. We didn't know what to do. Because we didn't want to replace the couch, we took the cushions to a local upholsterer who removed the cushions from the cushion covers. As he did so, he pulled a lot of "loose" stuffing from corners and odd places from the inside the covers. He said, "See, this is your problem. A cushion like this shouldn't need this loose stuffing. Someone tried to scam you."

We asked him to order new foam and cut new cushions for the covers. We just received the newly stuffed cushions from the upholsterer today. He said that the cushions were two and one-half inches too small for the covers and that's why the covers rolled and the cushions lost their shape. When we put the newly stuffed cushions back on the couch, they barely fit because they were bigger.

The net effect was that the cushion covers were sewn to the wrong size. When we first received the couch, there were a lot of stray threads that appeared to reflect poor workmanship. We believe the couch is useful now, but we don't think that we received the quality that we paid for. And, we think the customer representative knew the cushion covers were wrong but didn't want to take the couch back. So, he scammed us by stuffing extra lumpy material into the cushions.

     
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Posted by Anonymous on 2010-08-19:
Sounds like you got a raw deal. Sofas should last and look good even after 2 years. Thanks for the warning about Bassett. I have heard that the quality of their products has gone way down over the past several years. I'm sure your sofa was not inexpensive either. Thanks for the post.
Posted by Helpful on 2010-08-19:
Interesting post. Well reviewed.
Posted by morrison on 2011-12-26:
1st bassett suite was sectional leather, three months and leather started to wear,lots of complaints changed it to another bassett suite it arrived with broken leg found out through their store technician that the frame was broken, 3rd suite cushions are terrible now asking for money back no more bassett sofas again
Posted by unsatis on 2012-09-20:
Purchase a sofa from Bassett and the wood frame broke within 4 months. Thought i was buying good quality furniture. Very disappointed. Furniture is overpriced.
Posted by Nomorebassett on 2013-08-17:
We've had the same problems with Bassett furniture and will never buy from them again. Our bedroom suite came from them about 10 yrs ago and the finish started coming off the top of the nightstands within two years. Bassett would not do anything and they have now backed their wood warranty down to only a year... that's pathetic for furniture in their price range! Should have learned my lesson from the bedroom furniture, but bought a sofa from them about 3 years ago because we could completely customize it. The seat cushions broke down after 2 yrs. (was told the seat cushions had a very long warranty, if not a lifetime warranty). Bassett did provide us with new cushion inserts about a year ago and the second set is now broken down. I hate my sofa! Bassett won't provide us new cushion inserts in a different material... will only replace with same as originally ordered. Not happy and never going back.
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Rude And Childish Manager At Greensboro Store In My Opinion
Posted by No Longer A Bassett Customer on 12/13/2009
GREENSBORO, NORTH CAROLINA -- Dear Bassett Management:

I wanted to convey to you the extreme lack of professionalism exhibited by "Dean" (I do not know his last name nor do I care ever to return to the store to find out), the so-called manager at your store off of Wendover Avenue in Greensboro.

After my wife and I were ready to purchase $10,000 worth of furniture in your store, your manager rudely interrupted and insulted my wife at which point we cancelled the sale.

In my entire life, I have never seen a store "manager" exhibit such rude and inappropriate behavior and in my opinion, he is more suited to work at Wal-Mart stocking shelves than running an upscale furniture store.

His actions cost Bassett, the store, and his sales woman several thousand dollars in sales as well as a decline in reputation. I simply wanted to make you aware of this problem, but judging from his unrestricted behavior and insulting attitude towards customers, you probably have heard this complaint before.

WE WILL NOT BE BACK and what's more we will be sure to tell all of our friends to never patronize your furniture establishment ever again.

We will be posting our experience online on several furniture store reviews to alert other furniture shoppers to our horrible experience at Bassett.

Hopefully, you can offer your managers some training in manners and in customer service, particularly when such a large sale is at stake.

Sincerely yours,

No Longer A Customer
     
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Posted by Flexanimous Fellow on 2009-12-13:
What exactly did he do?
Posted by PepperElf on 2009-12-13:
exactly.

i've found from reading these things that one person's notion of "rude" will differ from another's.

so what did he do?
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Smelly Furniture
Posted by Hebron on 06/29/2009
I bought a bedroom set, and its smelling bad, even after 3 months, its bad. We have removed it from the bedroom, due to resp. problems.

Store will not replace furniture, due to the fact they claim there is no defect.

Does anyone else seem to have the same problem, and found a solution for it?
     
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Posted by skelly39 on 2009-06-29:
Did it smell when you bought it?
Posted by Skye on 2009-06-29:
What type of smell is coming from it?? Moldy??
Posted by Nohandle on 2009-06-29:
Hebron, do you mean the furniture in general or the drawers when you open them? The reason I ask is the furniture in my master bedroom has always had a peculiar odor from one drawer on the dresser. I just counted the drawers and there are 21 throughout the room. It was an expensive bedroom set and I certainly didn't sniff them at the store. I've tried everything under the sun but there is still a smell from that one drawer which is now empty. Really strange.
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Horrible Customer Service
Posted by WaynePPP on 06/04/2009
MELBOURNE, FLORIDA -- I purchased an area rug from Bassett in Melbourne, FL in February 2009. The swatch shown to me was brown with golden hi-lights. What came was a yellow rug with brown hi-lights and was absolutely horrendous. I immediately faxed Tricia the person I had been working with. No response. The next day I faxed the Matt who is the manager. No response. The third day I sent another fax. No response. Then I tried calling them several times. They apparently have caller ID and will not answer my calls. I have absolutely no idea where to do. It is obvious this is their way of handling complaints just to ignore all faxes, emails and telephone calls.

I am more angry that they are ducking my attempts to resolve this than I am over the rug itself.
     
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Posted by MSCANTBEWRONG on 2009-06-04:
Can you take it back to the store?
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Extremely Poor Customer Service
Posted by Disgruntled buyer on 02/15/2009
GREENBORO, NORTH CAROLINA -- I recently spent $3500 on a sectional from Bassett. It was delivered yesterday to the tune of $120 delivery fee. I noticed a few scuff marks on the leather and supposedly the company will send someone out to look at it. The real problem is that I would like to add an additional piece to the sectional. I called the sales representative to place the order and asked to pick the item up in the store. It is only a 23" wide armless chair. She informed me that the new manager did not allow this and I would have to pay another $120 delivery fee on a $450 chair. I was outraged! I called Bassett stores in Raleigh, NC and Concord, NC and both would allow pick-up on a piece of this size. This manager is obviously oblivious to good customer service practices, which is a shame in this economy. I would rather drive an hour and pick it up than to give this unreasonable manager another penny of my hard earned money.

I wouldn't grace the doors of the Greensboro, NC Bassett store again if they were giving away free furniture and I will be sure to share my horrible experience with as many people as I can!

     
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Posted by kickingtires on 2011-04-21:
Hi there...I have a question for you. I am considering the purchase of a leather sectional from Basset, and aside from the issues you had with the manager of the store, how is your couch holding up? I live in California will make sure that our sales person is up front on delivery and pickup info before I engage. I am more concerned about product quality...any insight?

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Pleased With The Results
Posted by Cheche on 02/03/2009
I am happy to share with others my outstanding experience with Bassett Furniture in Connecticut.

First, there was no typical sales pitch or hounding when I went into the store for the first time. A very nice salesperson (who I later found out was an experienced decorator) approached me casually and we chatted about my scarf for a few minutes when she finally got to asking me if I needed help. I was afraid to tell her anything right up front because I didn't want to be trailed or pushed like in the other furniture stores. But that didn't happen! She told me about the sale that was going on, and said she would be nearby if I had questions. She went back to what she was doing. A few minutes later she came over to see if I had any questions, and by that time I had a lot of them. It's a good thing too because in that store there is a LOT that you can't know about by just browsing. She showed me a storage system that I could design myself, and helped me with a quick sketch to see what I could do with my family room.

Well anyway she was so nice and helpful. She came out to my house and measured, made a layout, and showed me the best way to set up my room. I was nervous about what it all would cost, but I loved her ideas. When I heard the total I was surprised how affordable it all was, and I got the design service free. Everything was on sale. Lucky. Now I have my furniture. It came in very fast. My designer (I can't call her a salesperson anymore) came over again and helped me to set up all of the lamps and pictures. My room looks great and the quality of everything is outstanding.

I have had so many bad experiences with furniture that I was really nervous about redecorating this room. But Bassett is great and I would recommend it to everyone.
     
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Custom Dining That Is Exceptional
Posted by Uri on 01/16/2009
COLUMBUS, OHIO -- I recently moved to the Columbus area in 2008 and needed to replace furniture that I left behind - I visited many furniture stores in the area - and found Bassett Furniture Direct in Columbus, Polaris Parkway area.

The furniture here is wonderful and the sales people very knowledgeable - yes they told me 30-45 days delivery and it took more like 50 - but that is fine. I knew what I wanted and could not find it anywhere. At this store I could pretty much design what I wanted for the same cost I would pay at another store, pick my color, my style of chairs, seats included. It was so much fun. I received everything and it was just as I expected it.

I recently went back and spent 1400.00 on a great sofa (still waiting for delivery) and again could design it myself - size, color, legs everything - this is true a gem of a store. and fun thank you Bassett...
     
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