Derrick of Berlin WI (09/24/08) I purchaces a table at their going out of buisness sale and paid for it and the have never contacted me to pick it up, i purchaced it in june of 08' their buisness is empty and phones are out of service. i did contact them in july and they said it was not in yet and they would contact me when it came in but the never did!
loss of money and no product
Paul of Alpharetta GA (09/03/08) We ordered a sofa, Model 3674-62, after sitting in one on display at this store. It was very comfortable. When we received our sofa the cushions are hard as bricks! Back cushions are not comfortable at all either. We took the seating cushions in to compare with the ones on the sofa we ordered. We got no support to change them out or correct the texture of the seats. Only thing they said is to give them time, sit on them a lot, even put them on the floor and walk on them and things would change.
They have not changed and it is the most uncomfortable furniture we have ever had. I truly feel that the sofa was ordered wrong. On your Bassett Upholstery Features paper work..it states COMFORT..Exceptional comfort is achieved by the right combination of back pillows and seat cushions. Whether you prefer your support FIRM or soft, you'll find what you're looking for at Bassett. We are very disappointed in the ladies we delt with at this store except Jill E who is a very sweet lady. We want to have our pillows replaced so we can use our lovely but very uncomfortable sofa. Thanks,
Mike of Flemington NJ (07/18/08) My wife and i bought an entertainment center and 2 end tables in mid March. We were told it would be about 6 weeks for everything to come in. After calling and calling back in late may we finally got our entertainment center, but they never called me to set the appointment up, i had to call them b/c they said we will call you when it comes in and we found out our furniture arrived to the Dover warehouse for quite some time and they never called to tell us.
Problem 2, our end tables did not come and its now July and no one has an answer for me. The store i bought the furniture at, doesnt pick up the phone anymore and the warehouse store never returns any of my calls or my wife's calls. They keep telling us a manager will call us back very soon and that has yet to happen. We just need an answer where our end tables are and if they are actually still in business.
This is the most rediculous company i have ever dealt with. I have gotten the run around so much from different employees telling me different stories. A call has been made everyday this week and we have yet to get a return phone call back. Its very rude to be told 1 thing and what actually is happening is another. Do not order furniture from them cause you will never get it and you will never get an answer from the highly educated people that work there.
Stephen of Hopatcong NJ (06/03/08) I had purchased a bed frame and nightstand from Bassett (Ledgewood, NJ location) on 7/1/2007. It was delivered on 8/10 and I noticed that the nightstand had an excess varnish build up and the headboard for the frame had a large chip in the paint. I contacted customer service and they sent a repairman out to try and repair the products. The repairman was able to get most of the defect out of the nightstand, but a blemish still remains. The repairman was unable to fix the bed frame to my satisfaction and he also agreed with my assessment that he could not repair it to showroom standards, as it states on the sales contract (the repairmans attempt included using spray paint).
After the attempt at repair was made, I spoke with Marilyn Giordano, supervisor for customer service, and I told her that if the replacement headboard was delivered with any flaws that I wanted to return the entire purchase. Marilyn agreed to the arrangement. A new headboard was finally delivered on 10/12 and was found to have a considerable scratch in the finish. Despite Bassetts claims that I couldve refused the headboard, their sales contract states that the customer carefully inspect the furniture for damages upon delivery. In the rare event that damages are present our driver will annotate your invoice. It does not give the customer the opportunity to refuse the item.
When I told delivery person that the headboard was dissatisfactory, he attempted to fix the chip by using a paint marker (again, very professional). When I saw that the repair wasnt working, I told him I was dissatisfied with his attempts at repairing it. I was informed to contact customer service which I did immediately. Driver also stated that he did not have any order to return anything other than my original headboard back to the warehouse. The driver also stated that the repair attempts on the previous headboard looked terrible. I contacted customer service about the defect and they told me that they could send out a tech to fix it. I told them that I didnt want it fixed since the repairman couldnt repair it properly the last time and that I wanted to return everything.
When I spoke of the arrangement made with Marilyn, I was informed that Marilyn was no longer with the company. Customer service told me to contact the store for a return and when I spoke with the store manager at the original purchase location, he instructed me to call Richard Dacey, who is the General Manager for the stores in New Jersey because he is the only one who could authorize returns. I would later find out he is actually the owner of this location. I left him two voice mails and also sent him an email, both of which went unanswered. I also left a voice mail at Bassetts corporate consumer affairs and never received any response from corporate about the complaint either. I attempted to go through the Better Business Bureau with my complaint, but all they do is collect the complaint and forward it to the business.
Bassett wrote back stating that their policy on the back of the receipt gives them the right to repair or replace on the furniture. Just how many times do they get to repair and replace? Basically, the terms of their contract are unconscionable (important to remember). In December, with the help of a lawyer I work with, we contacted customer service again. Apparently having a lawyer call them seemed to shake them up a bit. The customer service person informed me to send a fax to Richard Dacey (owner) and he would get back to me. He eventually did call me a few days later and left me a voice mail.
The voice mail was mostly sarcastic in tone and he also left a very veiled threat. He informed me that a return was not an option but would offer me a discount on any future purchases. I saved the voice mail and had an MP3 version of it made. After all this I tried going through the finance company to get this resolved. The finance company ended up siding with Bassett and told me to try working it out with them instead. Again, Bassett was standing by their right to repair and replace provision on the back of their receipt.
In March of 2008 I finally went ahead and sued them in small claims court. Two days before my court date Bassett called me up and told me they would (finally) give me a full refund. They came the day of the actual court date and removed the furniture, assuring me that a refund would appear on my account once the furniture was back at the warehouse.
Four business days later there was still no credit to my account. I called Bassetts corporate office and left a voicemail for Barry Safrit (Vice President for corporate) stating that if I did not see a credit by the following business day, I would re-file suit and subpoena every Bassett officer to appear in court. Twenty minutes later I received a phone call from Ron Clark (Director of Credit) who assured me I would receive my credit by the next billing day. Apparently the only way to get through to these people is to use the words sue and appearance in court to get them to act. But when you do, things get done (and your money gets returned).
Scott of Glenview IL (05/26/08) I purchased furniture and a picture from Bassett in Scottsdale AZ. When it was delivered there were issues. The delivery representative called what I believe was the store and in the end told me the furniture was going to be replaced. On the delivery paperwork he wrote furniture to be replaced.
A few days later when I was hanging the picture I noticed a nail sticking out. I notified Bassett again and nobody called me back for weeks. I kept calling and finally was told the vendor who sold the picture to Bassett would be contacting me. As I was not getting anywhere I contact Jeff the store manager who told me he would offer me a discount to keep the current items and send someone out to get it fixed OR would allow me to return the items.
Bassett corporate would not replace the items regardless of what the delivery representative stated. Jeff then disappeared for about 30 days and was replaced by another manager. The new manager would not allow the items to be returned and stated I must deal with getting the issues fixed regardless of how much time I had to take off work, etc.
I have furniture that does not look right and a picture with a nail coming out of it.
Kristin of Sugar Land TX (05/23/08) In December of 2007 we went to the Bassett in Sugar Land, Texas to pick out a sofa and loveseat. We ended up custom designing our pieces with Vincent, a sales associate, which allowed us to select the armrest design, fabric, leg shape and color, etc. When our pieces were delivered in late January, we were dismayed to discover several things wrong. On one of the armrests, there was a visible tear. Additionally, all of the back pillows looked crumpled and rippled, and many of the seat cushions started to sag after just a week to two weeks. This is definitely not the sleek, contemporary, streamlined appearance we were expecting.
We contacted customer service, and Jose came out to make a report in mid February. He took pictures and said that he would speak with Johnna McMillan, one of the managers. We also spoke with Johnna, and told her that we felt disillusioned with Bassett, and expected to either receive a refund, or at the very least, a reselect. Because so many changes were going to have to be made in order to improve the current pieces, she allowed us to make a reselect. On April 14, 2008, we went in to make our reselect. By this time we had decided on getting a sectional, and we again worked with Vincent, who printed out a picture of what our sectional was going to look like.
We were happy to put the incendent behind us, and Johnna even sent us a card saying, Thank you for giving Bassett another chance. Our dismay over the first delivery turned to downright outrage when our sectional was delivered on May 3, 2008. As soon as the delivery staff set the sectional up, we noticed that ALL of the back pillows had the same crumpled, rippled look. A sectional that we had for 5 minutes already looked several years old. We called customer service to complain, and they said Jose would come out on May 7, 2008. Our conversation was truly enlightening. He stated, and I quote, We've been after them for years to improve quality control. I don't know who them are, but I was taken aback and said, Are you serious?, and he said something to the effect of, Yeah, but they won't listen to us, but if you write in, that's what's going to get them to start making changes.
Additionally, not only did he point out that many of the seams at the tops of the back cushions were sewn incorrectly, he also revealed that all the sofa's, loveseats, and sectionals are made on an assembly line. He said that one worker may be working at one end of the line on an armrest, and another worker may be working further down the line on the other armrest, so it wasn't uncommon for a customer to receive a sofa with armrests of two different heights. I responded with, And so the customer ends up with that type of quality after they've paid a considerable amount of money? He said, Yeah, it's just cheaper for them to do it that way. We also discussed the inferior quality of the pillows, and again, he pointed out that it was cheaper for them to use those types of pillows (stuffing).
When I spoke with Johnna on May 7, 2008, I told her several things. First of all, all the sales associates need to be careful about what they print out for the consumer; they need to warn them that it's a good chance their custom designed upholstered pieces may not look like the printout. Furthermore, my husband and I looked through both the spring and fall 2007 catalogues, and EVERY SOFA AND SECTIONAL have flawless looking pillows. It's obvious that whoever staged the rooms went through a considerable amount of time making the pillows look Just so. We feel like this is false advertising. After telling Johnna we were considering writing the VP, Mr. Safrit, she gave us his address in a calm but snippy voice and hung up. Incidentally, the only help Bassett is offering us now are new casings for our pillows. How in the world is this going to change the look of our sectional, especially since they're using the original stuffing?
To make matters worse, we're now noticing the material on several of the seat cushions seem loose, and easily flatten out when sat upon. One thing that has made us feel better is that I decided to picket (I consulted an attorney before doing so). Plenty of customers read my sign in the 2 hours that I sat there, which read, Beware of Bassett's Quality. In a bizarre twist, this Bassett is now closing, and they say they're moving their inventory to the Houston Bassett store. My husband and I are seriously considering picketing there as well. We have now written to Mr. Safrit, the VP and CFO, and sent a copy to the BBB.
We have now lost around $3,500 dollars over a sectional that we're now stuck with. Since we want our den to look nice, we're going to take the back pillows, and possibly some of the seat cushions, to a restorer and have them professionally stuffed. Please, let us warn you, if you're going to shop for furniture, stay away from Bassett!
Rachel of Bay Minette AL (05/08/08) We purchased two iron trundle beds, mattresses and a large drewer for our chilrens' rooms on March 29, 2008. The beds and dresser were delivered today. The beds were missing the trundles, which the delivery people said were never ordered. The finish on one of the beds was terribly scratched. We had been hoping that these delivery people were here to solve a problem with a Bassett dresser we bought a year ago that the knobs kept coming off of, but they knew nothing about the problem. We called the store and asked to speak to the service department. When we were told that no one was available, we asked to speak to a manager. The salesperson who answered the phone, who was the same one that we bought the furniture from, hung up on me, saying I was belligerent. Of course, I was a little miffed at this point, but I was no where approaching belligerent! I called back and spoke to Carmen, who admitted that she had hung up on me, and immediately requested to speak to someone else.
I spoke to Ron, the general manager, who was very polite and courteous. I hope we get an answer soon. I have spent over $5000 with Bassett in the past year. These beds were over $3000. I see from many of the comments about Bassett that I can likely not expect to get resolution to this, though I am very tempted to dispute the charge with my credit card company and tell Bassett to come get the furniture. It's sad that the customer service of a high-priced furniture like Bassett is so poor.
I intend to tell all of my friends and family to steer clear of Bassett Furniture. I am also writing a letter to the editor of our two local newspapers, a letter to the BBB, and a letter to Mr. Safrit, the CFO of Bassett. I know the adage Caveat Emptor, might apply here, but I intend to apply The pen is mightier than the sword, and see where that takes me. And I certainly will not go back to Bassett for either one of my businesses or my home.
Carolyn of Middletown NY (04/14/08) I bought my sectional in November of 2003, and took delivery on January 15, 2004, and I had problems from the beginning with the seating as the pillows were so soft, and they were suppose to put in qualix cushions, which I believe the never did, as the pillows where taken back and stuffed, but if you look at them today, the still look out of shape.
I called them recently as the material on the couch is pilling, and I spoke to Jarod the manager of the Middletown store where I purchased this couch for $2000. I told him my problem and told him I also had the gaurdian protection plan. He told me to pursue this with Guardian, which I did, but they said they are not responsible for the material. Only if I were to spill something then they can put in a claim..
So I called Jarod back who said he would have one of his people look into this. I called Jarod several times and was told he was either busy or with a customer. Today I called him again and was told the same, the person who answered the phone said she was a manager and knew the problem, in her sly way she told me of pilling happens just use a pilling shaver on it, and that there is nothing they can do. I paid a mint for this couch, plus the price of the protection plan, now I have a couch that looks like it is 10 years old not 4. We hardly sit on the couch and have no children home. the part that no one ever sat on is like new.
Stephen of Robbinsville NJ (04/07/08) Bought $3000 worth of furniture in NOvember 2006. Was told I had 12 payments no interest. STore manager Anita as well as salesperson wrote this on my contract that I have with store. Buy NOvember, get first bill December that will be due in January 2007. NO payments, not interest. Simple.
10 months later in November 2007 my wife and I start to get phone calls that our bill is late We were getting them at 830 am on weekends! Almost everytime we picked up the phone and told them we have interest free for a year. They said that ended and to call the store. WE did and the sales person and manager Anita said they would take care of it.
We continued to get early morning and late evening phone calls for two more weeks almost everytime answering and telling them the same thing. NO ONE CARED and they still don't. The general regional manager Joe Burke will not even return my phone calls and keeps having the store tell me that it is out of their hands!!!!!!!
I have a simple contract. Yet the store is telling me that the information that THEY gave me at time of purchase was wrong, That is not my problem, IT IS THEIR PROBLEM. Yes, they are making this my family problem, have reported me to credit bureaus and now have wasted someone else's time by having a collections company call me at 847 am today. This is the last straw. I have taken the day off of work today to solve this problem. I am calling the president or CEO of Bassetts and will not get off the phone until I get to him/her.
This is their fault, not mine. If I do not get resolution, I will sue them and win. I have researched this with the help of an attorney and there are many court cases locally that have set the standards high for a consumer like me. Wish me luck since Bassett's has washed their hands of this.
I will never not will my family shop there or any of their sister stores. I have picket signs already made up and will spend my time at each of their stores. AS long as I stay on the sidewalk, I am told by local police I have that right.
William of Pompano Beach FL (04/06/08) This is not a complaint...just a note.
When one has a complaint from Bassett, one is dealing with individually owned stores. Bassett is a great brand and has been for over 105 years.
It seems most consumers are having problems with bad service and care of delivery and NO FOLLOW THROUGH.
I suggest contacting Bassett Corp in Virgina. this is useful information, but I will be entirely surprised if this content makes this website, as this site seems to be attorney sponsored.
Freedom of speech...
William of Pompano Beach FL (04/06/08) This is not a complaint...just a note. When one has a complaint from Bassett, one is dealing with individually owned stores. Bassett is a great brand and has been for over 105 years. It seems most consumers are having problems with bad service and care of delivery and NO FOLLOW THROUGH. I suggest contacting Bassett Corp in Virgina.
Rebecca of Fredericksburg VA (02/28/08) My husband and I had been researching and pricing furniture for a couple of months, and once we were ready to purchase our new bedroom dressers, we decided on a set of dressers from the Bassett Furniture located in Central Park of Fredericksburg, VA. The set of dressers that we selected and purchased in full were a special order item and would be delivered in 6-8 weeks. That was in September. In November, curious that we had not received a phone call about our delivery, I had my husband call to find out when our furniture would be delivered to our home. No one seemed to have a clear answer of where our furniture was, and my husband got the impression that it had not even been ordered. We were never really able to confirm that suspicion since no one would explain to us what happened to the shipment. We had not only spoken to the staff on the floor but the store manager and received about as much assistance as you would expect from a lower end furniture store (which historically has had better service).
I am usually a pretty patient person if I am dealt with in a professional and respectful manner, but when both myself and my husband were brushed off, I attempted to cancel the order and take my business elsewhere. I was informed of the restocking fee which was a whopping 30% that we would be charged, even though they did not hold up their end of the contract. We eventually received our furniture in December with no incentives, no discount for the inconvenience, and no apologies from any of the staff. I will NEVER shop at this furniture store again and will continue to provide this facility with as much free negative advertising as they have earned. Please do not waste your time and money shopping at this furniture chain; the customer is obviously not their number one priority.
M.w. of St. Augustine FL (02/14/08) I bought 4 rooms of furniture from these people. Received all of the furniture filthy dirty and most of it damaged. The delivery people were disrespectful to us and had some real bad attitude problems. The furniture to us, as it was delivered, was poor quality and what we feel was defective. After much arguing with the manager, they took it back with a restocking fee, plus they refused to give our money back. They held it as store credit. This is the worst store I have ever done business with. I will never buy from Bassett ever again. This store has a big attitude problem IMO and could care less about you once you buy the item. Read the back of the sales agreement over well. WARNING! DO NOT BUY FROM THIS STORE. NOT THE KIND OF PEOPLE I THOUGHT THEY WERE. THINK....DO NOT GO TO THIS STORE.
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Brenda of Southport CT (01/28/08) I purchased an entertainment center from Bassett Furniture Direct on November 20, 2007. The first delivery came on December 26, 2007. The delivery guys told us that some pieces did not arrive. We refused the delivery. On December 28, 2007, we receive another delivery, and they had two right sides instead of a right and a left. We let them leave the furniture--a huge mistake to say the least. The pieces were delivered filthy and with major damage. It looked like it came from an outlet of damaged goods. We noticed the damage after attempting to clean up the pieces. We called the warehouse and told them about the damage. They said that they would send a furniture repair guy to come and look at the damage and fix it. I spent $3,748.16 and they want to fix it? I was told the guy would be out in 7 days!
After much complaining, I finally reached the warehouse manager who also said he was the CEO of Bassett! He promises he can get the repair guy out the next morning, which he did. The guy comes in and says yep, it is damaged and I can't fix it. So then we are told that we have to keep the damaged furniture until they are able to deliver the new piece, which could take 2-4 weeks. They said to use the damaged piece. Well, we are not going to hook-up all the stereo equipment and television equipment on this damaged furniture and then have to unhook it when they decide they can get the new furniture to us. They refused to pick up the furniture saying it is not their policy. I told them I was not a warehouse for Bassett damaged furniture. I was laughed at by a woman named Carrie. I went to the store and spoke to the store manager. He seemed to understand the situation and had someone call to say they would pick-up the furniture--which they did. On January 21, we get a phone call saying the new furniture is in. However, the kit they need to fix the furniture door hinges is not in still. I'm angry that I spent all this money and yet they are going to fix some of the pieces. It is now January 28, 2007 and I still do not know when my furniture will be delivered. This is the worst store I have ever done business with. If you are thinking about going to this place, please don't because you will regret it! I know I do!
Donna of Simpsonville SC (01/04/08) My daughter bought a table and 8 chairs. She was so excited to get it and it arrived 3 days before Christmas. I went to her house and saw the set. It was terrible. There is stain missing on chairs, ugly holes in legs of table with big ugly square screws. She paid a lot for that set and I paid $300 for one from Big Lots and it is made perfect. I will tell all the people I know to never buy from Bassett which sold that bad stuff.
Lynda of Grand Junction CO (12/27/07) After searching for months, I finally found at Basset a great lamp to go in my country-style living room. I thought it would be a treat to own a lamp that would last a lot longer than one from local, big box stores. Little did I know Bassett's reputation when things go wrong. It has been less than a year: the switch broke. I was just told these are not under warranty, and I could pay to have them fix it. Ha! I will not go to Bassett again even though I love the look of their furnishings. I've seen the complaints from the poor folks who lost many hundreds more than I did. So much for this national brand.
I will have to take the lamp to a local electrical shop and ask them to switch out the defective part - at my expense. I've had the lamp unplugged since the switch broke.
Debra of Saint Joseph MO (12/21/07) I custom ordered $10,000 worth of Bassett furniture. Specific to style, fabric, length of sofas, corner wedge to sectional....in other words, I paid more for the pieces because they were all specifically what I wanted. Delivery did not happen in 30 days. I accepted the first delay. However, when the furniture finally came the sectional was wrong, shorter and with a 90 degree angle, armless chair instead of the very large curved corner wedge I had ordered. I had my original invoice showing specifics of what I had ordered as well as the hand drawn sketch by the salesperson who sold it all to me.
The delivery guys called the office. I heard them say the wrong pieces were sent. The office said to leave the furniture, and they would remake the wrong pieces. Eight days later a phone call from them stated: we've got some bad news There wasn't enough material to remake even the sectional. I told them to come pick up all pieces of the order. They refused. Day after day I got shoved up the chain of command. Each and every one stated company policy prohibited order cancellations. Sales, customer service, store manager--finally I had had enough. I called Chase Card, filed a formal disputed charge with them against the Bassett franchise. They agreed with me and pulled their funds from Bassett.
Amazing....a store policy that claims absolutely no order returns was waived when their money was pulled. Bassett picked up the furniture 3 days later. I know they felt that if they waited me out, I would accept the wrong order. I am sure there is a certain percentage of customers who would not have waited them out. I just didn't happen to be of that group. From order date to eventual pickup of the furniture....almost 8 weeks passed. Considering they screwed up--that seems totally unacceptable to me. I wish I had refused the order when I saw it was not exactly as ordered. Lesson learned.
They have their furniture back in their warehouse. I have my money back in my pocket. end of story.
Jim of Sebastian FL (10/16/07) We purchased a Bassett living room set "from the floor" in Melbourne. The color and style of the showroom pieces were PERFECT and I ASSUMED that since it was a Basset piece, the quality would be good. When the furniture was delivered, the ottoman legs did not match the rest of the set, there were red threads hanging out with bumps and bulges all over the upholstered pieces. I took tons of photos and called MANY times to get the set replaced, ONLY to find out that since we bought it off the floor, nothing could be done. In addition, the sales person sold us an additional warranty that covered staining etc., and then was told is not cover-able with this set since it came off the floor! Melbourne FL Bassett is terrible!
Debra of Carlsbad CA (10/10/07) We purchased a sofa, loveseat and leather ottoman for $3000 at Bassett Furniture Direct in San Marcos, CA. in May of 2007.
The furniture come in within 4 weeks. The day the furniture was delivered I contact the store and told him that there was something wrong with the furniture. I also called American Express and they told me that there was nothing they could do to help because the Bassett explained it was special ordered and the furniture was in our home.
A few days later my husband and I went to the store and brought in one of the cushions. I was told by my sales person, Kim Marlett, to jump on my sofa and love seat until it gets comfortable!
I put another call into American Express and asked them to help us, because it was very clear to us that this company did not care about our problem and was not going to help us. After a few days I was told by American Express that someone from Bassett was going to contact us to take care of our problem. I waited over 3 weeks and finally broke down and called.
After getting upset, Carolyn agreed to send someone to look at the sofa. That someone was they the delivery boys who sit on the sofa for 10 seconds and said it was fine.
I got so upset that the person who referred me to Bassett started calling to see if a professional service person would come to our house to look at. (Mind you I asked Carolyn several time to come and look at the sofa herself). Long story short, I was told the cushions and the spring needed to be replaced because there was not back support. No wonder our back have had problems for the last 5 1/2 months. We are going on 6 months and Bassett has not been proactive or shown any follow up. The ottoman is also falling apart and I've been told it's normal wear and tear.
We have purchase a new love seat and sofa because it is clear this issue will not be resulted and our backs have gone out on us several times since the purchase of the furniture.
Rod of Marengo OH (10/10/07) This is a follow-up to my original post. We took Bassett to the Louisville, KY small claims court and won. The Louisville office owns other out-of-state stores. (I think Indianapolis, Cincinnati.) You can tell on your contract because they will specify that any legal action must take place in Louisville.
File complaints with your AG. I think some are beginning to listen.
Clare of Carmel IN (09/27/07) On June 27th 2007 I ordered a king size Reef Bay sleigh bed from Bassett Furnitures Indianapolis location. The bed was delivered to my home on July 24th. It was immediately apparent that the bed was very much longer than my standard length mattress, 9 inches longer to be exact.
I contacted the store and was told that the bed was only manufactured in one length, was a custom order, no refund or return was possible and that I should just centre my mattress thus leaving a gap of 4 5 inches at both top and bottom.
On returning to the store I noticed that indeed the store model (a queen size) had a considerable gap at the top but had been cleverly decorated with large pillows. Now, certainly I should have checked at the time of purchase but on this second inspection it was clear that no other bed in the store had the mattress pulled that far away from the headboard and most were flush with the headboard. Clearly in a store situation it is possible to decorate a bed with large pillows to disguise a gap. However, I have no intention of sleeping 5 inches away from the headboard in an attempt to make my standard length mattress almost fit an oversized bed and I have no intention of retrieving my pillows from behind the bed on a daily or nightly basis.
In my opinion the bed is defective in a design sense and despite Bassetts definition of custom or special order I cannot see how a piece of furniture which came in a box labelled Made in China? can possibly be considered either custom or special order. The bed is in a perfect condition for re-sale if Bassett feels that its design is acceptable and is a standard item in their catalogue.
Legally they may be within their rights to refuse to refund my money but I would have thought that their customer relations and company reputation were worth more to them than the cost of this bed. I did not purchase the bed and then simply change my mind about it; I feel that the design is flawed. I cannot understand why anyone would need 9 extra inches to accommodate bedding at the end of the bed but less than an inch along each side.
I am deeply disappointed with my experience with Bassett and with the way my disappointment was handled by the sales person, Tracy Tomanovich. I have been made to feel as if I have created this problem and their only attempt at solving the problem was to offer to sell me a new mattress no longer than the one I have but certainly newer! I was stupid enough to buy one item from Bassett but am much wiser now and not only will I never set foot in their stores again but will make sure that I educate everyone I come into contact with about their dubious business practices.
I have a bed which is unusable and which I have paid $1110.88 for - my only option now seems to be to donate the bed to Goodwill. I will however, clearly mark it as Bassett Furniture product of defective design - Buyer beware.
Adam of Baltimore MD (08/24/07) My wife and I purchased a bedroom frame and armoir for over $2700 which could not be moved by the movers upstairs.
We told the store prior our room dimensions, and my wife even wrote down the date of her conversation over our home dimensions with Kanaan, the Assistant Store Manager.
The movers did not even try to get anything up the steps. The armoir probably could not have made it, but the bed frame should not have been an issue. Regardless we were told they could not do it and they did not try.
Bassett then said per the contract only 75% of our purchase would be refunded. We would also be charged a moving fee of $100, even though their movers spent less than 15 minutes at our house and moved nothing.
The worst part is the 75% refund is only offered as a store credit that expires after 90 days. We are forced to buy different furniture from Bassett that we don't like or lose everything.
My wife and I are not rich, and this was always a very large expense for us. We are newlyweds who just moved into our first house together. This is a nightmare, and Bassett customer service pretty much told us Sorry, sucks to be you. In fact they never once have said sorry.
The most maddening thing is the store credit part. In essence, Bassett sold us furniture which we never got and refunded us only 75%, so they profit the difference. We are then required to buy new furniture from them again on a store credit in a limited time or lose everything. The furniture will likely cost more than our 75% credit, so they make money again. And what about the furniture that couldn't fit in our house- Its brand new and they'll resell it to some other sucker, likely for the same amount we originally paid for it.
Teresa of Liberty MO (06/18/07) Bottom Line: Paid $1500.00 for the Hudson Leather Couch, no special orders. Late with delivery (it took 15 weeks), and two years later after following to a tee the instructions for cleaning and conditioning every 90 days- the leather is peeling, discoloring, and is sticky to the touch in many places due to the leather that has rubbed off. The warranty company seems to have a way of getting out of covering almost every scenario--so there goes $200.00 more dollars.
Beth of Charles Town WV (05/27/07)
We purchased the Bassett Farmhouse Dining table and 6 Windsor chairs. The chairs were $250 each. Shortly after we purchased them, a couple of them fell apart. The first repair technician claimed that the chairs had to be taken into their shop so that they could all be reglued. A couple of weeks later we got them back. A few weeks after that, the chairs came apart again. Another technician came to reglue. They lasted a couple of weeks and, again, they fell apart.
Another technician came and said they definitely had to be nailed and that he'd put that in his recommendations. So the final technician came and said that nailing would not be a good idea! But, he would reglue them and that his glue would last 10 years! They've fallen apart as well.
Renee of Oakland CA (05/21/07) Basset is the WORST furniture store. I purchased a $3,000 couch. When it finally arrived (and it took forever), they had the wrong pillows. The salesperson and delivery people were idiots and there were numerous errors. I have had the couches for 14 months. The seat cushions are completely flat, but when I called for the warranty it was denied. Because I didn't call within 30 days of when I first felt them flatten (which, by the way, how do you actually measure the first day?).
They told me I had to call within 30 days of first noticing it. Obviously I didn't call until it got uncomfortable. How am I supposed to know the exact day that it switched from normal wear and tear to structural damage?
I'm out $3,000. I can't even sit on them - they are so uncomfortable. I have to go and buy new couches elsewhere.
Inez of Roslindale MA (05/10/07)
Purchased a New Traditions bedroom ensemble in July 2006. Nightstand was damaged and bureau drawer was defective. Was promised replacement would be delivered with a side table that I ordered. Salespeople keep saying that ownership of Bassett Furniture has changed, and that local stores are independently owned and managed. So we're out here on our own, I guess.
Paid over $4000 for some mediocre furniture. Salesperson said it was built in North Carolina. The back of the chest says Made in Vietnam.
Rod of Marengo OH (01/04/07) In July we purchased bedroom furniture and was told that it was in-stock in the warehouse and would be delivered in 2-3 weeks. We tried to buy the floor model, but were refused. After about 12 weeks and many broken promises, and song and dance routines, we cancelled the purchase by fax. We then went elsewhere and purchased furniture. We received a statement from the credit card company saying that we owed for the furniture. We disputed the charge and discoverd that Bassett was claiming that the furniture was special order. There is nothing posted in the store that says as such or specifically noted on the sales order.
We filed with the BBB and Bassett basically blew them off. They were not much better with the Ohio Attorney General. Bassett's position is that everything in the store is sold special order and cannot be cancelled. They can take 6 weeks, 6 months, or 6 years and you cannot cancel. The product can be no longer available and you cannot cancel. Apparently the factory can burn down and you cannot cancel the order. Once you place the order, it cannot be cancelled for any reason. Any legal disputes must be filed in a Jefferson Couty, Kentucky court.
The Ohio AG's office has really been great. (Despite their frustration with Bassett) They did manage to get Bassett to reduce the charge to a 25% 'restocking fee. Now how you can restock something that was 'special ordered', and how something that is displayed on the floor is 'special order' are something that I cannot answer. I guess we have to go to the Kentucky AG and BBB. If that fails, we will go to the Kentucky courts.
We have been working on this for almost 6 months. I cannot believe that a business operates like this. So far we are not out any money. If the credit card gives in, we will owe them about $1000 for the 'restocking fee'. Then our only recourse will be the Kentucky courts. (About 4 hours away from me. I think that they plan on that being the case.)
Jeanette of Dublin CA (09/29/06) We bought a sectional which started to fade within 4 months of owning the piece. In the areas where we sat, the colors went from an aquamarine to pink. When I called the warranty department I was told that Bassett did not warranty color-fading or day-to-day wear. What kind of company can take $4500 for a sectional and not stand behind their product. Material should not fade within 4 months of minimal use. I have never been so disapppointed with a company. Basically they took our money and ran. This is no way to run a business and I feel completely ripped off.
Manny of Columbus OH (09/10/06) First off, I HAVE NOT YET RECEIVED MY FURNITURE AFTER 15 WEEKS, from looks of it, I will be in for a treat when I finally receive it. I filed a complaint with the Ohio State Attorney General about this, below is my verbatim report: I purchased a full dining room set, West End line. The only delivery time they quoted was 4 to 6 weeks at time of purchase. No delivery window indicated on purchase agreement. Come 9 weeks in, I call my salesperson and she states that 4 to 6 weeks is incorrect and that for what I ordered it should be 10 to 12 weeks. When finally at devliery warehouse 10 weeks in, warehouse realizes store forgot to order one piece of furniture.
Store states they will switch a piece from another order. Finally, after the General Manager of Basset store says it will be delivered in 11 weeks, I get a call from warehouse 15 weeks in, stating that after finally receiving the missing table, when assembling they discovered the piece they brought in is defective and that they will have to obtain a piece from the showroom floor bringing delivery time to 16 weeks (quoted only). I am still not sure if Thursday, September 14 will result in a satisfactory delivery, I have already had two last minute cancellations on delivery. Significant inconvenience in making my schedule open, plus I am the one who coordinates between warehouse and store because the store is reactive - they have made their sale and they are not concerned beyond that. Additionally, I spoke to the store's General Manager and tried to explain to him that I simply wanted to be treated as a customer should be treated rather than continually strung along for weeks on end.
He raised his voice on the phone, threatened to hang up on me and despite admitting that I had been wronged offered no compensation. I made suggestions and he condescendingly stated that he had been doing this for twenty years and didn't need me telling him how to do his job.
Leland of Orem UT (06/22/06) The first time we dealt with Bassett the delivery time was remarkably slow, we had bought bedroom furniture. The second time we only bought a hutch. It came damaged, so supposedly they were going to replace it, after a couple of months I got fed up, because it still had not come in, and so I took a $100 discount on the damaged furniture. I feel Bassett furniture is truly quality for the money, but because of the service I will never deal with them again.
David of Danbury CT (05/24/06) Ask me about the POOR QUALITY, HIGH PRICE, AND POOR SERVICE received from Bassett Furniture Dirct at 270 Federal Road, Brookfiled, CT. Four out of six pieces purchased are defective, and the response from Bassett is less than satisfactory. Almost TEN THOUSAND DOLLARS wasted! I am told by Kelly at Bassett, that their policy is to refurbish poorly made furnishings.
When I call Bassett and ask the store manager if I can buy refurbished furniture from Bassett, I get a condescending response of, " We don't sell refurbished furniture." Funny, that's what they want me to accept! Very disappointed with the quality of the product, and the response to these problems, including: 1. Electrical shorts / defects. 2. Loose hinges on wall unit. 3. Cracks in wood of wall unit. 4. Upholstery of leather couch poorly done, sharp ridges, scuff marks.
Janice of Brockton MA (04/25/06) On 3/6/04 I went to Bassett Furniture Direct and purchased a sofa, chair , ottoman, and an accent chair. It was delivered om 3/24/06. The reverse camel back sofa was higher on one side of the back than the other. The 2 wooden legs on the front of the sofa are different finishes. Their is material hanging from the bottom of the sofa, there is a small hole in the material on the side of the sofa, and you can see seams where iI guess the naterial was pieced together. The chair had a rip on the seem of one arm, the other arm the thread is coming apart, and the side of the chair has something protruding out of it like it was not finished being made. I don't know if it's wood or metal. The accent chair has a pattern which is not lined up right, and the hems on the toss pillows are different sizes. All of the wood legs have a chip out of them.
I called Cheryl at Bassett Furniture the next day. She said she would take care of it. After 2 weeks of phone calls to her at the Natick Store she said I would have to call the CT. store. I did. I spoke to Kris who said she would send someone to my home to evaluate the furniture. He came about 2 weeks later ans said he could put new arms on the sofa + chair build up the back of the sofa, he could fix everything. I called them back 2 days later and told them I came into the store to purchase new furniture, not repaired furniture, so I wanted a living room set.
After many phone calls and a lot of getting the run around I was told I would be getting new furniture the 1st week of July 2004. They gave me a time window when it would be delivered. The time cam and went no furniture delivery so I called. Kris said they lost my paper work, so the furniture wasn't ready. Two months went by more phone calls and more run around. Sept they give me another delivery date, that day comes and goes, no furnitue. I call and they tell me I wasn't on there roster for delivery. They give me another delivery date, again no furniture, Icalled and they said the driver broke his leg.
I told them to come and pick the furniture up I no longer wanted to do business with them. I was told they could not do that. I did contact the Attorney Generals Office. Bassett did not respond to them. I then contacted Bentley Comsumer Action Line. They have been trying to contact Bassett for a very long time with no response. I still have the furniture in my home and I don't know what to do.
Mukund of Needham MA (03/18/06) On Dec 4, 2005 we ordered 2 leather sofas for a total of $3072.99. The first delivery attempt of the sofas was on 12/23/05. The delivery person determined that the sofas would not fit through our front door. I felt every attempt was not made to deliver the sofas.So another attempt was made on 2/3/06 to deliver the sofas. On this second attempt it was agreed that the sofas could not be brought into the home safely. We wanted the sofas to be returned and our money refunded. The store will only give us store credit, basically holding us hostage to the dollar amout of the previous purchase and limiting our choices to the furniture available in their store.
This order was a custom order according to the store, but not according to us. We simply selected what was in the store with the same color leather fabric. We were explained the policy of No Fits. Our only choice is to reselect in the store. This is not really a choice because we did not find any other selection that will fit our style and house. The store is also holding us to the Dollar value of the first No Fit sofas, for reselection.
We are stuck with the dollar amount on no fit sofas with no real choices for reselection. This may also ruin our perfect credit history. We are held responsible for a flawed store policy that corners customers into buying options that are impractical and costly.
Claretha of Baltimore MD (03/15/06) I ordered 2 black stools for my kitchen, but got dark brown. I paid in advance, a total of $458.70 plus $25 delivery fee. Kathy Fix agreed that I told her about the black, but she did not write the order down. Kathy said I signed the contract so the fault lies with me. She referred me to Lorraine in customer service. After two weeks of calling, Lorraine finally answered the phone, but offerred no additional.
If I want the color changed, I must pay an additonal 25% or get a store criedit for the merchadise. I don't want anything from Bassett's because they ave treated me, a senior citizen like one who is ignorant. I have been disrespected and want only a full refund.
Michele of Tuckahoe NY (01/13/06) My furniture arrived on 12-30-05 after placing an order approximatly 6 weeks prior. I was missing 3 out of 4 pillows, my cleaning products and 1 of a pair of chairs arrived damaged. The driver noted on the sales invoice that the chair could not be repaired and that a new one would have to be ordered (in the mean time he glued the broken chair leg together and secured it with a rubberband.) While the driver was still at my home, I called the store and indicated the problem, but the store was not open yet (9:45 am). The operator called me back and assured me that the pillows and products were due to arrive sometime at the end of the month and that the problem regarding the broken chair would have to be dealt with with the service dept (Evelyn and Linda).
Well I left a message with them that day which they never bothered to return. On Tuesday the following week I called again, and they indicated that a tech would need to come to my home to take pics. I offerred to take pics with my high resolution camera to save them the trouble. They accepted, I sent the pics....and nothing happened. 12 days later, after numerous un-returned emails and phone calls to Linda and Evelyn, Evelyn said a technician would have to come to my home....I didn't quite understand why..they had the pictures and the chair's leg was connected(1 piece) with the exposed frame of the chiar-it couldn't be repaired! It needed to be replaced. Anyway, the tech's earliest visit would be another week away. And now I sit and wait for the tech to arrive. I've waited 3 weeks, just for a decision to be made that a tech still needs to visit the broken chair.
Andrew of Chicago IL (12/26/05) On 9/12/05 I decided to freshen up the house due to my wife's death from cancer and bring in the holidays with a clean look and I went to Bassett to get a nice bedroom set. I had no time to look elswere and I really liked the set I saw. 2-3 weeks was the stated delivery time so I gave the full amount down and 8 weeks later they came with everything but the dresser I really needed. When I called them on it they said 10 days the chest would be delivered so I waited. It is now another 4 weeks and I called them again and just requested the floor model and they said they gave it away to another customer.
I can not understand that -- I paid over $2000 for this headache and Homeline Industries could have helped me get the same stuff sooner because they honor Fireman in Chicago. Like I said earlier I didn't want to shop around because I was hurt from losing my wife now I have clothes all over my room the Holidays have come and gone and the sales agent doesn't care a damn.
Jacob of Milton WI (12/02/05) I was sent multiple pieces of defective furniture, several pieces replaced (initially the headboard, bedrail, chairs, table base, china base were all defective) but have been without chairs that were paid for in cash in the spring of 2005, and a defective cabinet base. I keep getting unuseable replacement pieces and empty promises to the point of the situation being comical from both the Bassett distributor and manufacturer. I have easily made 1-2 emails a week and that many phone calls. I believe I was patient beyond all reason. It will be 7 months since the price was paid in full with no light at the end of the tunnel.
I want my money back, and I want my customary hourly professional fee for the countless business hours spent on this, a storage fee for the unuseable boxed furniture, and interest on the money I could have used to invest.
I was also referred to the manufacturer by the distributor and talked to a person named Velma, that info is Bassett Furniture Industries, Inc. P. O. Box 626 Bassett, VA 24055 (276) 629-6000
Lisa of Pine Bush NY (11/14/05) On April 3, 2005, ordered a piece of furniture. First delivery - piece significantly damaged and refused. Second delivery - not item ordered. June requested refund - todate not received refund (refused to refund based on their description of a custom order - this was not a custom order but an instock item (30 in warehouse) as advised by salesman. As of this writing, November 14, 2005, no furniture, no refund.
Kathleen of Washingtonville NY (10/09/05) Our family purchased a dining room set in the Bassett store in Middletown New York. Th9is is the 3rd item we have purchased. We have been very satisfied until now. The hutch was returned the first time as it had a big chip in the corner and the chairs were all loose and rocking. We received all new chairs and a new hutch. Then the table stared to peel and we then received a new table at which time the table top and the new hutch looked like someone took planks put them on the table and stained them.
We then had another top delivered but i refused it as it had looked the same as the one i had. The table top the pieces that pull out and the leafs to the table do not even match. Also the hutch still has the plank lines in them. Now the cushions are separating from the chairs and the cushions are starting to get lumps in them. The answer that i received from bassett is that the graining and the tome of the wook are not defects. The hutch is now starting to peel and i can't even imagine what this set is going to look like in a year. We do not even have this set 6 months with all of the changes.It is very embarassing to have company come to your house and notice that your table pieces are mismatched. I am very disappointed with this purchase and service from Bassett. We wanted to change our furniture as we feel that the quality of workmanship is poor. We thought we could trust Bassett as we have purchased other furniture from them.
Mary of Silver Spring MD (09/22/05) I bought a complete kingsize bedroom furniture from Bassett. I realized that the king bed is too big for my townhouse bedroom. They agreed to change it to a queen size bed, with an additional $300.00 charge. Since I like the king bed so much, I called again to change it to king - too late, I found out too late that the king is too big after measuring it. I called again to switch it to a queen and they refused. Even though this was partly my fault, I feel that Bassett Furniture should be flexible with its customers, expecially since I've been saving for a nice bedroom furniture for a long time. I can understand if this was custom-made, but its something they get from their warehouse.
Steve of Fairfield OH (09/19/05) We ordered customized furniture from Bassett on 5-22-05. We ordered 6 chairs, a table and a two-piece hutch. We were told 6 to 8 weeks for delivery and it was 10 weeks in the end. When it arrived various defects were noted. Only one of the defects was noted on the delivery slip, but the delivery rep from Bassett stated it would not be an issue and to contact the store to resolve. The next morning we called and cited many items wrong and that the hutch and table most likely needed replacement. They suggested that they send a tech out to repair and we reluctantly agreed.
The tech came out and unsuccessfully tried to buff out the table scratches. He then took one look at the hutch and didn't even attempt to repair stating there were too many issues to repair. He said he would report back that his recommendation was a total replacement. We were told we'd hear back from Bassett, but didn't. After a week we tried to call them and got the run-around for three weeks. Finally, they said that they elected to send out a tech to repair. We refused because this had already been done and it was determined that the items needed to be replaced. Frustrated, we disputed the credit card payment. Bassett responded to the credit card and mis-stated facts to show that we didn't report properly, refused to let them have a service tech come out and that we caused the damage to the furniture.
They state all of this while mentioning that it is their desire to resolve the situation with their valued customer. Who are they kidding? Last week they emailed stating they will replace but did not give details as to when we might receive our replacement. I have very low confidence over this and can only hope we'll have useable furniture in time for the holidays...furniture that we ordered in May.
Because of their product quality, we have not used the hutch at all. We have not lost any money so to speak, but dealing with them has been extremely time consuming and frustrating. We have entertained several times over the summer and it would have been nice to use our items for those parties.
Damon of Olathe KS (05/18/05) On March 23, 2005, we ordered a bedroom set. Before purchasing it, we asked the idea coordinator/salesman if it was in stock. We were assured it was in stock and should be delivered no later than 4 weeks from the date of purchased. He also told us that he would not charge us for delivery. On April 21, I contacted the company to check on the delivery of my furniture. I was told that a chest and the bed were not even made yet. I was told that the chest would be out of production on May 5 and the bed on May 25.
I asked for a refund, but was told I would be charged a restocking fee (for items not even out of production?!?). When speaking to the manager of the store, Tim, he was very rude and threatened to hang up on me. He also initially refused to let me talk to anyone with more authority than himself. Finally I was allowed to speak with the V.P. of Operations, Chris Spinola, who explained that Jon Snyder should have explained the ordering process better. He told me that even though the furniture was in stock at the time of purchase, it wasn't necessarily our furniture.
The company has been split shipping our order, but the date for the bed keeps getting pushed back. When we looked at the sales ticket more in depth, we also noticed that he had actually charged us the delivery fee. I called the store to speak with Jon Snyder to ask him about both issues. He claims he figured the delivery fee into the cost of the furniture, which we have no way of being able to tell if that is accurate. He also claims that he wasn't lying to us about it being in stock. When I told him that I will NEVER do business with Bassett Furniture Direct, he responded very rudely with That's your prerogative! We have filed a complaint with the Better Business Bureau, but Bassett's response is a bunch of meaningless words to spin the whole issue.
Brenda of Elm, NJ, writes (5/17/02): Ordered furniture, was sent wrong recliner and sofa was two different colors. Left without any furniture, requested deposit back, refused, waited 12 weeks for furniture. Manager never inspected damaged goods when returned to wholesale.
I am very upset I have to now go look somewhere else for furniture because I cannot wait another 12 weeks and because they were so inconsiderate and rude to me I want my deposit money of $275 returned and I no longer want to do business with Bassett.
Marilyn of Apex NC (7/14/00): On April 21, 2000, I ordered a custom made love seat and two wing-back chairs for my formal parlor. The estimated delivery was June 10, 2000. I called the store on May 12, 2000 and spoke to Jackie, the person that take my order on April 21, 2000 to see if I could change the fabric on the love seat. She said she would check with the factory. She called later in the day and left a message on my answering stating that my furniture was ready to ship from the factory, so a change could not be made.
On June 11, 2000, one day after my estimated delivery date, my husband called the store to find out when the furniture would be delivered. He was told that we should not have been told the furniture would be delivered in either May or on June 10, 2000. It would be more like the end of the month. On about June 26, 2000, I received a call from the store telling me that my furniture would be delivered on June 29, 2000 between 8:30 and 9:30 am. I was not given a choice of delivery dates or times. I was in Austin, TX on June 29, 2000 for a business trip, but my husband was able to stay home that day. He received a call from Bassett at 9:30am and they said, they would deliver between 12:30 and 2:20 pm. They showed up at 4:30 pm. My husband lost a whole day of work.
When the furniture was delivered, the wooden Queen Anne legs were damaged on all three pieces. One of them on the love seat had a chunk of wood knocked out of it. He did not know that he had the option to refuse it.
I wrote Bassett headquarters when I returned from my business trip complaining about the damaged furniture. Bassett headquarters forwared my e-mail to Mark Helms of the Raleigh store. Mr. Helms called my home the week of July 3, 2000 and told my husband that a repairman would come to our house on July 11, 2000 at 11:30 am. I rearranged my work schedule to be home. When the repairman arrived on July 11, 2000, he wrote down the details of the damage and I also pointed out other poor workmanship, ie, ill-fitting cushion covers and exposed raw fabric edges. I asked him (Lin Hartsfield) when my furniture would be repaired and by whom. He said that he did not know when it would be repaired and who would repair it. He went on to say that he did not know why he was sent on the call because he did not repair Bassett and did not like dealing with their problems.
Needless to say that I was livid. I called Mark Helms and left him a voice message to let him know that I was livid about the situation. Mark called my work number that evening at 11:10pm and let a lengthy message that basically said nothing. I viewed this as a tactic to avoid talking to the customer. When I heard his voice mail message to me on the morning of July 12, 2000, I tried to call him but again he was out, and I left him a voice mail message indicating that I was further infuriated. To date, he has not returned by call. I have heard nothing from Bassett.
Bassett has caused my husband and nyself to lose a day of work each. I have furniture sitting in my house that cost me $2,449.66 that is damaged. Even if the furniture is repaired, its value is greatly depreciated. I expect to receive exactly what I paid for and to be treated as a valued customer.
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