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)
ATLANTA, GEORGIA -- I was so excited to purchase a gorgeous Contemporary Trestle Table from Bassett and it was delivered to our home on Oct. 15th, 2015. We ordered the walnut finish top for the table. It's a darker finish. Within two meals on the kitchen table, it had scratches on the tabletop. Simply sliding a plate along the surface of the table leaves marks. I was shocked that it was scraping. I've bought much cheaper tables in my 25 years of buying furniture and none have ever scratched like this.
I called the store to see if they had any recommendations on what I could do to prevent this in the future, as far as adding protective coating or anything else. They basically told me to put a tablecloth on the table or only use placemats.
So a word of warning. No coloring, no reading, no sliding of glasses is allowed if you purchase this table. It's only to look at, not actually use. The store offered no other explanation except, "that's what it recommends in the guidelines." Geez. Not impressed. If you buy one, only use it in an area you don't use much. It's pretty, and only meant to be looked at. The only solution may be to strip the whole top down and refinish it properly.
VIRGINIA -- I have a set a furniture that I purchased under a year ago that is already falling apart. Poorly made. The seat cushions are separating. Bassett came and inspected my furniture and they are planning to replace the seat cushions but with the same cheap cushions. How disappointing! And the pillows that came with the couches are crap! Flat after the first mouth.
They're not covered by any sort of warranty so the man that inspected the couches told me to go to a fabric store and buy new filling, or fill one pillow case with two cushions. REALLY? What trash. I paid too much money for such a bad product. I could've bought furniture from anywhere but chose Bassett because of furniture that I had in the past that was great and lasted a long time, but with time comes cheaper materials and shoddy work.
GREENSBORO, NORTH CAROLINA -- I was excited about going to Bassett and having the design experience with the reveal room etc. I gave them a budget... One using some existing furniture and one using their Bassett furniture. Well on the day of the "reveal" they had my stuff laid out on a back table, not in the reveal room. They had me running all around the store saying if we use this fabric here then this and that. I thought maybe somebody else was in the Reveal room... But no it was empty and I did have an appointment. Then to top that off they gave me a price 50% more than my budget.
Now any good sales person knows that if you "wow" someone you can generally get them to spend 15 to 25% more... Not 50% more and not even wow them with the advertised experience. I walked away being very polite that I would get back with them and feeling just a little guilty. However when I got home and discussed with my husband and a few other people I began to get upset. How dare they ask for me to spend that kind of money and won't even give me the basic service advertised. Most of us know Bassett is overpriced from the start but are willing to pay within reason for the attention... that I was not afforded.
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.
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.
We recently went to Bassett furniture as we were new in the area and needed help with various rooms. The salesperson was very helpful and knowledgeable about their products and about placement of furniture in rooms. She even prepared a floor plan and color combinations for our home.
Before we bought we decided to look around and to our surprise we found we could buy the same furniture in several other private stores for about 50% less than in a Bassett store! It proved to us that Bassett inflate their prices beyond the value of the furniture. Needless to say, we will never buy from a Bassett store. Do some Google homework and pay 50% less. I pity the salespeople. They are set out to fail with online sales and also private stores competing with them.
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."