ORANGE, CONNECTICUT -- I informed the Bassett sales representative that I was looking for a solid wood table. She told me that their custom tables are solid hardwood and have a special infinity coating to prevent damage. The table was received damage on one leg, in addition there were a few odd white marks on the table. The white marks were actually chips where the table appears to be de-laminating and the table is not solid wood. I received this table on Oct. 30th and the issue is still not resolved. Bassett will not accept any returns. I had a furniture maker come in and evaluate the table and he stated that the table is constructed with poor materials, and is veneer not solid wood as I was told.
FALLS CHURCH, VIRGINIA -- December 2014 I ordered the Versa Motion Sofa in the Toast color. The design is simple, but sophisticated. The leather on this couch looks beautiful. However, if you have a bad back, do NOT buy it. If you nap on it, your back will pay the price for it. Sitting on the sides, which both recline, is fine, but do NOT sit in the middle. This will also hurt your back. What a waste of at least $2000.00. (sigh)
ANNAPOLIS, MARYLAND -- I ordered a sectional from Bassett with down and spring core and received one with down core. I immediately called the store within minutes of delivery to let them know of the mistake. The sales associate said that I was confused in the order because we looked at 3 different sofa. I know what I ordered. I would not order down core because the cushions are entirely too soft for me to sit on. I was referred to the store manager ** who indicated that she reviewed the order which I signed and it was as ordered. I indicated to the sales associated that I had left my glasses home and she indicated that it was not a problem and told me where to sign and initial.
I did as I was told and did not look at the sales receipt when I got home because I trusted the sales associate. ** has told me that she had spoken to her store manager, **, and they will not make any changes. I have asked many times that this complaint be escalated to the CEO, but to no avail. I am also unable to get good contact information for him. I had initially asked that the sofa be replaced with the correct one but Bassett is unwilling to honor the mistakes of their sales associates.
I have now purchased a sofa that I can use and still waiting for Bassett to do the honorable thing and take their sofa back and issue a refund. I believe I am being penalized because of a previous issue I had with Basset in which they returned my money for a recliner. I need some intervention by the CEO.
HOOVER, ALABAMA -- BEWARE OF THIS STORE!!! We had a nightmare with this furniture store. We ordered a clearance bed and after 4 weeks of waiting it was to be delivered on a Friday. They called that morning to tell us what time they would be here. After 3 hours after scheduled time we called them. They told us, that we had postponed our order. Of course this was not true. They told us it would be another week of waiting. I was a little leery of this bed because it never said what wood this bed was made of. I asked the sales lady and she told me it was solid wood which now I have my doubts.
So we cancelled our order and went to Kincaid where we were told my bed would be solid cherry. We ordered the bed and it was delivered in 3 days. I couldn't be happier with my purchase. My bed is top quality and I'm so thankful I cancelled with Bassett. I will always believe "You get what you pay for."
KENNESAW, GEORGIA -- This review is a warning to anyone who buys Bassett Furniture. I have had a dispute with them on a purchase since day one of delivery. I ordered a custom piece of upholstered furniture. The quality and craftsmanship of the delivered piece was well under anything they have in their showroom. They told me it was because of the fabric I chose and took no responsibility.
Their “Design Expert”, whom I worked closely with, never informed me that this fabric would behave in any other manner than what was displayed in their showroom. After delivery, they cited the fabric and acted as if it was my problem for choosing it. They offered no resolution except for me to repurchase the ottoman with a different fabric. I have reported them to BBB for their bait and switch tactics but since Bassett is unwilling to do anything, there is not much more I can do but warn others.
I am updating my review because Bassett has come forward to resolve the issue to my satisfaction. Thank You.
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 re-selection.
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 Tempur-Pedic 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.
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 aforementioned 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 purchased 4 sectionals for the price paid for this one in the 4 years that I have had this one. Frustration!!
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 the 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 anyone's. Beware of the scam...
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.
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.