Bassett Furniture Direct

I bought two sets of beds from Bassett Furniture. One of them is a floor model, including a queen bed, a dresser and a mirror. I picked up the mirror. A lady who helped us said, others would be delivered to us the next business day. The form I signed stated that it would be delivered within 7 days. A week later, nobody delivered or contacted us. I went to the store and it was still on the floor showing to the public. I found some scratches on them, which were new to me. I asked to cancel this order and they refused. I wanted to return the mirror I already picked up. They said, "You picked it up, its yours".

The other set I bought was a king size bed. I bought it because I liked the model they had in the store. I asked Melanie if they have a king size bed in stock, she said they did. So I paid for a king size bed, expecting I would receive it in 7 days. I did not receive anything 10 days later. They said it's not arrived in the warehouse yet. I asked to cancel the order.

They said it was ordered just for me and it' could not be canceled. But I did not ask for a special order. I just bought something in stock as they said. And I'm not sure where they stock it other than their warehouse. I would not have bought it if they told me it was not in stock. I believe they used misleading language to talk me into buying their products. And later, they said we misunderstood this and that I'm not happy with the experience with them. I never had this feeling with any other stores that I'm deceived.

I purchased a John Elway sectional from Bassett Furniture in Nanuet, NY. I was told by the salesperson it was the top of the line, with our guaranty of satisfaction backed by Bassett Furniture's customer service. They said that if anything is wrong, to contact our site's customer service person for quick resolution. 1 end unit of the sectional, after 3 months of use, the foam padding gave out the other end section was fine, along with all the other sections. I had to leave 8 voice mail messages, then finally got the person's email address. She responded that the foam padding is not covered. I called Bassett Furniture and they gave the same answer. I tried calling John Elway's corporate division. It is a great website, if you want to bow down and see the great story of the great football hero (now corporate greed specialist), but no one will contact you back. Bassett's quality claim is a lie, and so is John Elway's. Do not buy from either of them. All I want is the 1 section fixed.

After four years of normal use and proper care, Bassett won't stand behind their product. They are willing to make the quick buck versus service their customers. Local store management, who knew otherwise, suggested I contact the warranty company and indicated that I'd only recently noticed the problem. Helpful? Dishonest? You decide. A company willing to treat its business partners without integrity is unlikely to treat customers otherwise.

We purchased a Hudson Sofa and Love Seat in May 2009 from Bassett Furniture in Arlington, TX with the understanding that it was made with "leather" material as the name and description state on their website and in their advertising. After a couple of years, the surface of the sofa began to peel off in places. After turning in a claim under a Guardsman Elite Protection Plan, which we purchased through Bassett. At the time of the furniture purchase, we were told that the coverage didn't apply because it wasn't due to a damage incident.

After having a leather repair service company (ColorGlo) assess and repair the issue, we were told that the material is actually inferior quality "bonded leather" with such a small percentage of actual leather that it wouldn't even be considered a leather product. He also stated that the issue we encountered would likely continue to occur and that he couldn't guarantee the repair due to the quality of the original material. Needless to say, we were not happy about this and complained to Bassett. Their best offer of resolution was a $250 in-store credit, which I feel is totally unacceptable.

I purchased bedroom and living room wood furniture, and the quality is very poor. The customer service from my local store is fantastic. All, but one piece of the seven pieces I purchased, had defects (damaged, incorrectly finished, use of damaged wood veneer, or drawers that are not well aligned so they rub on the other wood). I cant recommend Basset for any furniture purchase. They received two stars instead of none, for the customer service.

I bought a leather chair and couch together from Bassett Furniture Direct. We were told it will take 4-6 weeks (8 at most) for the delivery. Thirteen weeks and several calls later, we still don't have them. The manager of Dallas store said, we were informed the leather takes 2-3 months but we were not told of that. He also said we were given a 25% discount at point of sale and he could only give us an extra 5% off. We were never told we received a 25% sales price and fully believed we were paying full price. When my husband emailed the saleswoman, she claimed she never get his email. Calls were not returned as promised, and I don't know how many times we heard, "it is being shipped and will be in the warehouse on Tuesday". It hasn't happened. We are frustrated and would cancel on principal, but they've got that "non refundable clause" in the initial contract.

We purchased a sectional that upon setup and delivery, immediately had loose parts. The frame of one of the pieces was wobbly, sat unevenly and was unstable. We followed "Basset Procedures" by placing a service call, had to meet a technician who took notes and said that they would return after review. This scenario was repeated at least seven times within a ten-month period or less. The piece was never completely replaced, only "adjusted" or the partial frame was replaced which never lasted more than a month.

The leather on this furniture was another problem. The leather chipped away from one area and a new leather cover for the seat was installed (however, there is always the two-step procedure with substantial time away from work). The new leather portion came apart at a seam and this was "sewn" by the technician. This sectional has reclining pieces that work on a pulley/cable. One of these cables completely broke off of the unit. Again, we had a month without use of this due to waiting on repair.

Throughout all of these, we have repeatedly contacted the service department with no success. We tried contacting the store manager but never received a response/call back. It turns out that our complaint was simply sent to the service department again. To date, we are being told that our frame warranty has expired (one year) even though a new frame was installed less than a year ago. They don't consider the replacement to be under warranty. The leather is supposedly under a five-year warranty, which we paid for at purchase. Although the warranty on Motion Mechanisms are stated to be a limited lifetime warranty free of defects, all representatives that we have spoken with have basically said that we are out of luck. We have no recourse, no store credit will be issued, no exchanges, nothing. We are stuck with a $6,000.00 piece of junk. I feel that Bassett Furniture is running a scam and is taking advantage of unsuspecting customers. Do not shop at these stores!

On 9/08/07, I purchased a club room recliner 7306-3 for $1263.00. Problem is, the recliner has holes coming in the leg rest. On 6/27/07, I purchased a Cappicine cobblestone couch 3431-62c, a cobblestone chair 3431-12c, a cobblestone otterman 3431-01c. All inclusive was $2,464.85. All has faded out. The couch was very bad.

Please don't shop at Bassett. They lie and pass blame from person to person without ever solving any problems.

We spent over $13,000 on furniture for our new house. They voided a piece of our sectional couch and we didn't find out until delivery. They said that they didn't void anything and set up for the last piece of our couch to be delivered. After another eight weeks of waiting, they delivered the completely wrong piece. So, it's now been four months since our purchase and we not only don't have our remaining piece of sectional couch, but they still have never delivered our table pad for our dining room table. This was supposed to be delivered separately by Fed Ex and somehow Bassett cannot track down its whereabout.

Their whole store is a joke especially Peggy, their supposed customer service expert. She expertly made us wait over four months for our furniture and we are still waiting. I've filed with the BBB and called the credit card company and they've taken back funds from Bassett until delivery.

I'm sorry Bassett. No delivery, no money!

Attached is the history of our attempts to get resolution of defective leather sofa and love seat, purchased from BFD. Shortly after delivery, we discovered that the surface of the leather was "chipping away", exposing the underlying connective tissue, like the loss of surface skin, following a "sun-burn" episode. BFD sent a technician to examine and without asking, put some paste dye on the worst of the focii of defects and told us we would have to call and "deal with" the customer service.

We called and were offered $200 by the assistant manager, Brian Nies. This only reinforces the notion that, this was defective merchandise. What followed was several months of delays and requests for photos of the defective leather, until the day after the one year warranty was expired, when we were told, rudely, that they would do nothing and not to waste our their time, further. This was insulting, especially by their VP Matt Huffman. We are asking that Bassett either replaces this defective sofa and love seat or refund, fully, the cost of $3724.47.

An apology, to my wife, is also in order, especially since, while we were dealing with this problem, we bought more furniture from Bassett. We thought, Bassett was "a class business". RL Strautz, MD (husband of Jeanne Z Ding)

They came out to inspect the mattress, and said that someone would be contacting me if it was under warranty. I received a call one week after the inspection; they told me that, yes, it was under warranty, and that they would replace it.

They delivered the mattress on Saturday 7/16/2011, and when I looked at the mattress it was not of the same height of my original mattress. I contacted the store and they told me that Sue was in-charge, and that she wasn't working. I left my information to return my call.

On Tuesday, I called again. She was in the office on another line, and was holding for 15 minutes. Then I left a message for her to return my call.

No call was returned; so, I called back and they informed me that she stepped out for 15 minutes. I was so upset and mad that she couldn't get on the phone to speak with me, and find out what my complaint was.

I called again and they transferred me to her. I explained the problem. The mattress wasn't the same one that I purchased (which I do understand), but they should have informed me that it wasn't of the same height (thickness). The mattress is much firmer, and sheets where swimming on it because it was lower than the original. She said she was going to contact the manufacturer, and see if there was anything they could do.

I didn't hear back from her; so, I called and she informed me that they didn't return her call. After one week, she called to inform me that Bassett wasn't going to exchange the mattress.

I am so upset because I would have paid the difference to get the same size mattress and my not so firm mattress was plush, my son slept on it for 1 night, and woke up with a bad back pain.

I would like for Bassett to take back the mattress, and refund me the difference; so I can purchase a mattress which is the same plush and height as the original.

The customer service and delivery with this company has been unreal. I ordered and paid for a china closet on 3/20/11 from the Middletown store. I was contacted by the delivery company **** on April 25th that it would be delivered May 4. On May 3, I got a phone call from them saying, "We have some bad news. As we were loading the truck, we saw the china closet. It damaged along the whole back so we reordered it and you will have it in a week." On May 18th, I called and left a message at the Nanuet store since the Middletown store went out of business. No return calls although the message states they will respond within 1 business day.

This morning, June 2, I called the Nanuet store again and left a message. I called back 10 minutes later to get the delivery company's number off the message and a nasty employee picked up. She said, "You just called like 3 times right? I am trying to check the messages and you keep calling." I stated I called only once and was calling back expecting to get the delivery company number. I said I called 3 weeks ago and never got a response. She proceeds to tell me how yes, she called me back and I told her no. I never heard backhand. She has a nasty attitude and keeps telling me yes, she called. I have a caller ID and an answering machine so I know that she never called. I got the delivery company number from her. I told her I know that she never called me and hung up.

I called the delivery company and told them that I have been waiting a month for them to deliver. The woman tells me, "Okay, where are you located?" I say Walden so she says, "How does Tuesday sound? Unreal. My furniture has been sitting there a month. They just didn't feel like driving out to me. I don't live in the woods. They had a store 20 minutes from my house. Why should I have to wait 4 months for my furniture and be treated like a fool from their employees? I will never buy from a Bassett store again. They have a nice furniture but miserable customer service.

In January 2011, I went to the Bassett store. Claudia, the sales person, waited on me. The first thing I told her was that I am looking for a sofa and loveseat that will not to exceed to 35 inches in height. We finally found one with that height. I picked a fabric from another sofa. She wrote up a sales purchase form and did not review the order with me. When the furniture came a month later, it was not the style or frame we had chosen.

The back measured 38 inches in height and it was not 35 inches, which I had specified. A friend and I went to Bassett the following day and Claudia acknowledged our conversation about the height of the furniture being only 35 inches. I had to call the store to set up an appointment to meet with a customer service representative and a salesperson. After two weeks of trying to get this resolved, I was told that I could return the furniture for a 25 percent restocking fee of $750.00, or I can return it for a 10 percent restocking fee and I purchase something else. I do not feel I should pay any return fees for their mistake.

On August 7, 2010, I purchased a bedroom suite from the Southport Collection, which included the following: a double dresser (model #2869-0218), dresser, mirror (model #2869-0242), bachelor's chest (model # 2869-0254), nightstand (model #2869-0270), and queen panel (model #2869-H159), footboard (model #2869-F159), and rails (model #2869-R159). The total was $2761.21. When I purchased my furniture, they had to order it and knew that I was moving due to active duty military service and they assured me the furniture would be delivered by September 20, 2010. My mother was left with the responsibility of receiving my shipment while I was away.

My original delivery date was for Friday September 23. I had to change this date to Thursday September 22 due to military conflicts. Bassett wasn't able to deliver my items on Thursday September 22, because I was told that they didn't have all of the items in store. At which time, I was ready to cancel the order and wait until my permanent move had been completed in early December. I do not think the salesman wanted to lose the business and in an attempt to keep the sale, my furniture miraculously appeared the next day. The only requirement was that I would have to pick it up myself. This resulted in me being charged $204.53 in tax which I was not originally paying for which, believe me. is upsetting in itself.

At pickup my mother asked if it was from the floor because of the taped box and reassured that it wasn't. She was told that the furniture was from someone else's sale and they were putting the furniture together. I don't think there is anything to put together unless screwing a bunch of knobs on is putting it together? And if that's the case then why did they only do it to the damaged furniture. The store knew that I was in the military and while I would have the furniture in my possession, I would be unable to evaluate it for damage until early December when I moved into my home.

Imagine my extreme disappointment and sadness to learn that half my furniture was given to me used! There is clear evidence that the furniture was floor models due to the way things looked worn, no instructions, and the parts wrapped up in a napkin with tape! One of the wood mirror mounts was split, the dresser has scratches on it and the knobs were facing outward. Where the mirror mounts on the dresser they didn't even use the designated holes to attach it. New holes were drilled beside the original holes in the back of the dresser. The bed rails are cracked and have black scuff marks on the legs. The only pieces that were obviously brand new were the bachelor's chest and nightstand. The knobs were turned on the inside with ribbon on the outside.

I contacted the store on December 6, 2010 to let the store manager know and I took pictures and sent them to him. He said that he could repair the furniture, replace it, or refund me a percentage. I told him I wanted what I paid for and that was brand new quality furniture. The next day he called me to tell me that he is having someone from a local Bassett to come evaluate the furniture but that I should not discuss the matter with him or her. Then I got a call from the local store several days later in NV, telling me that he was sending someone out to repair the furniture. I then turned around and called the manager back in Huntsville to ask if there was a miscommunication since the man said he was going to repair the furniture and I clearly told the manager from Huntsville that I would only accept what I paid for brand new furniture, not repaired, used furniture.

Then he said that he would only repair it and that I would not be getting new furniture. I have been lied to and deceived. I have never met someone practice so unethically. I have tried to settle the matter with the store. I can only imagine how many other people they have done this to just to make money. This is outright fraud!

I will never be conducting business with Bassett again. My problem with them started right after I purchased a sofa. The delivery date for my sofa was scheduled to be one month after my purchase. I waited five weeks, but I did not get any notice or update from Bassett. I finally called them to see what was going on and I was shocked to find out it had been ready to be shipped for some time already and it was just sitting in a warehouse. Bassett clearly had no idea what was going on and only after yelling at them did they finally deliver my sofa.

My second issue with Bassett occurred a few weeks after the sofa was delivered. I noticed that the sofa started to creak every time I sat on it. I called Bassett, but they were unwilling to exchange the sofa because after five days of owning the couch, any problem that occurs is not Bassett's problem anymore. They then told me that I had to contact their warranty company. Two weeks later, a service agent came to my house for less than five minutes because he knew exactly what was wrong with the couch and he said that he would send the invoice and estimate to the warranty company.

As of now, it has been three weeks since the service agent came to my house and I have not heard from Bassett or the warranty company. I am extremely frustrated with Bassett's lack of customer service and they simply do not care after they have taken your money. I would never do business with Bassett again and I recommend everyone else to take your money elsewhere.

We purchased a couch and a leather chair on 1-6-2010. I am writing so late because the couch is so ugly I am making more cushions for it now. I have had it covered with a sheet until now because I am embarrassed for anyone to see it and I wanted to sell it. I take responsibility for our purchase. The sales woman did not listen to anything I said. I gave her the exact measurements I needed. I just assumed it would be close (huge mistake on my part). When I got home, I looked at my other couch and the picture--and the one 'I' ordered was a whole lot smaller. I went back and told them so they showed me more. I finally gave up and ordered another. The cushions were much smaller. Then, came the fabric choice.

I told her that I needed something to go with oriental rugs (I had a picture). I couldn't find much but I finally gave up after she convinced me it would look great with the rugs. I was told my furniture would be here within 30 days. I told her that was very important because I wanted my old furniture out for a party. Of course, the couch came in ($100 delivery charge). I told them I didn't want the couch without the chair because I was getting rid of my old furniture. I believe it came a couple of months later. They added on extra for the type of couch, leather and fabric. By the time I was done, I could have gone somewhere else and received a much better one for at least 30% less (I checked).

Well, when the couch came, it was the ugliest thing I have ever seen. When I started to make new cushions, I noticed that the workmanship was awful--lumps, and the cushions came way over the bottom. The worse part was that it looked awful with my oriental rugs that I paid a fortune for. I will never shop at that store again and I have warned friends not to go there either.

I purchased a 4-piece bedroom suite from a store going out of business. In my receipt it shows 3 of the pieces to be floor models and when I questioned my sales person Jason, he assured me the warranty would still apply out of their store in Richmond. Upon delivery, which came in stages of weeks, the mirror was scratched so they sent someone to replace the glass. Three months after purchase, the dresser top starting detaching from the bottom and the footboard starting detaching from the bed frame.

I called the finance company and asked for the Basset warranty dept. and they gave me a phone number. I called, opened a dispute and it went on for several months. I provided everything they asked for. They sent a letter saying I needed to contact the manufacturer which is who I thought they sent me to. After much run around, I googled Basset in Richmond myself and found the number for Shannon ** who informed me floor models are sold as is. I argued that point and asked to speak to my salesperson. He is no longer with the company nor is his supervisor. She asked me to send pictures which I did and she still came back and said she could not do anything.

So now I am left with a choice, finish paying for inferior furniture or not pay and end up with a collection on my credit report. I cannot believe the lies that were told in order to sell furniture. I will never again buy a thing from Bassett Furniture.

I purchased a Sealy mattress in 2007. I've been battling to get a new mattress every year due to every mattress I keep getting develops a large 4-inch deep indent. Also, the side of the mattress bulges out the side at 2 inches. With time, the mattress itself starts to have indents in it resulting in severe back pain. The indents get about 4-inch deep. Their policy is to just keep giving you a new mattress but the same exact one, unless you pay more money to upgrade. There is no such thing as a refund with this company, so every other year if not every year, I'm getting a new mattress.

On July 5th, I ordered almost $5000 worth of furniture. One piece was a custom ordered fabric chair. It took 6 weeks to come in vs. the 4 they told me. It was delivered with a broken leg. I had to take pictures and submit. The company was difficult to deal with. They refused to return calls and were never able to tell me what was going to happen or how long it would take. They wanted to repair the chair and I wanted a new one.

After multiple phone calls, I was told a chair was rush ordered on August 25th. Again after many phone calls and a few harsh words, my rush ordered chair was delivered on Oct. 28th. The delivery boy who happened to be the owner's son dropped it in my living room floor and broke the leg. At this point, I decided the chair was poor quality if it broke that easily twice. I had financed the furniture through Citi and asked that they take it off my account. I was told by Bassett that they could only order me a new one or give me store credit.

I am tired of dealing with this company. They have been ridiculous to work with. I asked the to have the owner call me. It is November 27th and I have heard nothing. I have filed a grievance through Citi but have heard nothing and have filed a complaint through the Better Business Bureau but have not gotten a response. I cannot buy a new chair while I still have money tied up in this chair. Not only is the furniture inferior but the service has been the worst I have ever seen. Stay away from Bassett.

We purchased a number of furniture items from the Mt. Pleasant, SC furniture store before it closed in March of 2010. Bassett warranty is horrible. Our kitchen table is maple with a polyurethane finish. It allows water to seep through, creating water marks all across the table top. It is very annoying, to say the least. Bassett feels no sense of responsibility, even though we have purchased several other items from them. I feel sorry for such a horrible company. I hope they are out of business before long. Go elsewhere with your furniture.

We had a couch, love seat & chair made for us on 5/29/06. We also paid for upgraded cushions that were supposed to be firmer and better. Within 6 mos, I had called to say they felt like old furniture. They were all sinking and look messy and worn out and the fabric is balling up on chair. They sent us new cushions which did not last long, so they sent more that were not upgraded but they also wore out quite fast. We finally have been buying our own foam to stuff inside cushions. We are gone 6 mos a yr so have only sat on this stuff for 2 yrs.

I have called customer service and they told me to call the store mgr. Cecelia told me to call Guardian and they told me they could do nothing as it had been over 30 days. We are so sick of this and hate our furniture. We paid $3924.36 for furniture that feels like Thrift store quality. We are very disappointed in Bassett. I don't know what else I can do. If anyone can help please let me know.

Well it would seem all I read about Basset's inability to deliver a product is true. I purchased a $3500 sofa (sectional) from Basset in Falls Church, Virginia. The promised delivery at the time of purchase was mid-September. Approximately one week ago, we received a phone call saying the item was in(note not even close to mid-September). Scheduled delivery was for Saturday, Oct 16th 2010. Given the horrible track record, a phone call was in order. Surprise! It would seem they have lost the piece(s). I'm not certain how one loses a piece 8' long (and the other is 6') but they have. They have not however, lost my money, money on which I could earn interest (or invest). Snatching the money it appears, is something they can get right. Stay away from these people, horrible.

We purchased all the Family Room Furniture: a sectional sofa, one large chair, one ladies' chair, one bachelors' chest, one king size bed, one side table, one coffee table, accent table; wine cart and more. We were told by Dana who worked in the store that if we bought the extended warranty, everything was covered, no matter what happened to it. Well, if you puncture the material, they will cover it. If you spill something on it, they will cover it. If someone burns it with smoking, they will cover it. However, the workmanship is only for 1 year. So, don't be taken in! That is the most important part, the workmanship. Our sectional, which cost loads of money, is coming apart at the seams and they will not cover it. The material has been retired.

This is the second Bassett bedroom furniture we have purchased because we rely on its durability. On December 2008, we bought our daughter's white bedroom set in J.C. Penny of Puerto Rico. About six months ago, we noticed that the lower right side panel of the dresser was sponged/cracked open. We are disappointed that such damage has occurred especially in such a short period of time. We expect quality for what we pay. What can you offer?

We purchased a living room sectional "John Elway" in Jan. 2009. We received it in good condition and the deliverers were able to move it into our basement even though the corner wedge was a very tight fit. The one issue we had was that the reclining end chair on the right side (with right side armrest) did not "lock" into the sectional properly. This caused it to tip backwards if you would recline the chair heavily and to tip to the right drastically if one was to lay vertically across the sectional resting your body/head on the "unlocked" section.

We contacted Bassett and they sent someone out to look at it. The person that came out looked at the piece and agreed that it was not locking properly. He took some pictures and left. The store later called and said that although it was not locking properly, there was no defect in the piece and there was nothing they could do about it. They blamed it not working on the fact that the floor was carpeted. We then went back and for forth but they basically said we were out of luck. I think he may have offered to take the whole sectional back and issue us credit but we just wanted the locking issue fixed.

We kept the sectional as the issue was not bad enough to stop use once you became used to the issue. The only ongoing issue is that the "unlocked" section is located in the most-used position and it does move out of position after a time and needs to be moved back into place.

We bought a full set of Bassett furniture years ago when we were expecting our first child. We bought a style that we thought would work for her when she is older and had hoped it would last. A few years after we bought it, the front panels of the dresser drawers started breaking, coming apart from the side panels. Every now and then, another one just breaks after opening the drawer. Definitely not quality made! I finally got frustrated and contacted the company. They basically said the warranty was only for a year and there was nothing they would do. The dressers were not cheap! We continue to try and fix the drawers whenever they break. I was surprised that a company like Bassett would have such poor quality and not stand by their product.

Please take your patience with you if you shop at this Dublin Bassett Furniture. Inexperienced salesperson mistakenly told us that the furniture would deliver in 2 weeks, it took 8 weeks. After furniture was delivered, it was not the same quality as the one we selected in the store. Store referred us to customer service, which took a week to send someone out to review our claim. Then another 10 days for customer service to get back to us. All of this for the final result to be, "you can keep the one you have or take the floor model" Yeah right, who wants the floor model of anything. So we are stuck with a $1000 drawer that is in our opinion not as good as the one they displayed.. It would be too much of a hassle to shop here again.

I ordered a custom 54" butterfly dining table and 8 chairs on 4-8-2010 and it was delivered 4-24-2010 total $3,095.52. The table top is not flat at seam, technician came to inspect and could not fix so a new table top was ordered and received it in about 4 weeks. This table top is worse than the first one. Tech came out and couldn't fix. They called manufacturing and they said it was because of the butterfly leaf. Tech came back out and put a couple of braces, still not flat. They said that Bassett has met their obligations. I am not happy with the table and expected better quality of furniture. Customer service said the manager would give me a $200 credit. They can give me my money back and take their table w/chairs. Chairs were okay.

I have had a Basset bedroom set for over 30 years and have been most pleased with it. I am in the market for a sofa and Basset was at the top of my list for a quality sofa. After reading all of these complaints, I have removed Basset as a contender for my purchase of a quality sofa.

I purchased a whole set of Bedroom furniture, including one king-bed, one dresser and two nightstands at the Bassett Store in Fremont, CA, on 03/13/10. The estimated delivery time is 4-8 weeks according to the purchase agreement.

About two months later which was already delayed, the bed and dresser arrived and the store manager told us that the two nightstands will be delayed for another 2 weeks. We fully trusted her and paid full amount cost of the whole set. However after another three weeks, the nightstands did not arrive, so we called her again and she said they would be shipped out from somewhere in another two weeks. Unfortunately, the frustrations happened again and again. The date she promised kept skipping from beginning of June to mid of June to 06/27. Now as of 07/10/10, they are still not shipped out yet. Every time we talked to her and/or her employees, they threw some strange reasons to us and promised a new date and then every time we got fooled again. This is the worstshopping experience we have ever!

We are sick of their lies now and requested the return of the whole bedroom furniture, however, Bassett told us they are non-returnable. How ridiculous Bassett is! I would never recommend Bassett to any people I know from now.

I purchased a John Elway casual living set in brown leather. Most of the pieces are acceptable; however, one end of the sofa 'failed' in less than two years. The issue appears to be a broken spring (or other structural support), which has resulted in a low spot and the beginnings of a two-inch tear in the leather. Bassett's response was that they 'graciously' offered to let me take care of the repair at my own expense. If there is a part required, upholstery notwithstanding, they can replace it, but any labor or repair expense, aside from the part, is at the customer's expense. Next, I'll be locating repair firms to obtain estimates. Will I buy Bassett again? I'll give you three guesses, and the first two don't count.

2 1/2 years ago, I purchased a Dining set and 6 chairs. They type that you pick out the legs, and top you like. It was for my kitchen, and I liked it very much. In June 12, 2010, a guest getting up from the table, put his hand on it, and the pressure, caused it to collapse. All the tracks that hold the leaf extensions pulled away from the wood. The table is useless.

I notified the Bassett store, found out the warranty expired. But good news, I have extended warranty. Guardsmen holds the extended warranty. I filled out the paperwork, twice, because they sent me additional paperwork. Now Guardsmen, calls me. They notify me, that I am not covered. Why? I notified them 10 days after accident, not 5 days. and they don't cover the kind of damage I have. The policy cost me 149.00. In my opinion the Guardsmen policy wasn't worth the paper it is on. Now I have 6 chairs no table. Never again.

When it was delivered, we were advised that the warping of the cushions would "settle" in a while of sitting on it.

Unfortunaetly, we were unable to see the STAINS on the chaise lounge due to lighting in the family room at the time.

A few days after we accepted delivery, we contacted the sales rep and let her know that this could NOT have possibly been the sectional that they had on their show room floor. It actually had two stains on it and the seams on most of the cushions were crooked and they were puffed up in the middle on a few of them so they would not sit flat.

The sales person gave me some cleaning instructions which did not include using a special product that is recommended by the manufaturer. It did not work any way.

After two months the over stuffed warped cushions did not settle down. They were still uneven and didn't sit flat and still puffed up in the middle. I then contacted the store manager.

After sending photos of all of the cushions and close up shots of the stains. I stood my ground stating that there was no way that this sectional was the one that was on their showroom floor and the one that we purchased. Their solution was to send me a free cleaning kit and a new cover for the chaise section.

We paid $2500 and are not enjoying this furniture as we hoped we would in our first new home. We are embarrased and had to move it to another part of the room to minimize my frustration with the purchase.

We too thought we were buying the best but were scammed instead and they know it.

After purchasing thousands of dollars of furniture, we, through a telephone call on Wednesday 5/26/10 purchased a dining room table, china cabinet and chairs. On Sunday 5/30 we called to cancel the order, having changed our minds. Even though the order hadn't been shipped Bassett said canceling the order (only two business days later) would result in a 1/3rd stocking fee. Are they crazy? Most places let you take delivery and even then return it, these guys want a re-stocking fee and they haven't even shipped it yet?

On March 26, 2010, we ordered a sleeper sofa and dining table. We put down a deposit. At this time, along with out receipt we were given a written statement entitled '30 day custom furniture delivery guarantee'. So in other words, within the next 30 days the furniture will be received locally in their warehouse and delivered as scheduled and if they fail to meet this promise, the item is free. This applies to custom furniture, in which the dining table is. April 25th was the 30th day.

On Tuesday, April 27 I called to check on the furniture. I was told by the warehouse manager that the sofa arrived at the warehouse the week before, but the dining table had just arrived that day, April 27th which was after the 30 days. It was actually the 32nd day. I did not come up with this guarantee; the company did and 30 days was stated, not 32. The store manager will not honor the guarantee. He comes up with lame excuses: I should have called earlier; Easter was within the 30 days; April 27 was within the 30 days (he obviously didn't count the days); he could have had it delivered on Monday (the 31st day) if I had called (although the table didn't arrive till the next day) so they couldn't have delivered it on Monday.

I called the corporate office customer service in Virginia and they said it was up to the local store that the company was not responsible. The woman said she'd call me back after talking to the store manager but she didn't. The store charged the entire amount today on our credit card even though we haven't received the furniture. We have called American Express and are filing a dispute. After reading these complaints posted, it's clear that the company does not work with the customer and that the quality is shoddy so now I don't even want the furniture.

We recently bought a Total Rest Queen Plush mattress set (latex foam) from Bassette Furniture at the recommendation of the salesperson. She had only positive things to say about it. I asked her if there was anything negative about foam mattresses. She said, no. When it came in and we took it home on 02-27-2010, we could tell immediately that the bed slept "hot". It's as if the foam holds and retains your body heat. We made several adjustments over the next couple of days to see if we could "cool" the bed down, but nothing worked.

I called the salesperson and described the problem and asked for our money back. She said that there was no return policy and that she had never heard of this type of complaint before, but she would call Sealy Mattress Co. She called me back and said that Sealy said that they have never heard of this type of complaint either and that what I'm describing basically is impossible because of the way the bed is designed. They made me feel as if I was lying and making this up.

I then went online and found that there were others that had the same complaint and that 6% of the buyers found this type of mattress sleeps hot. The percentage is probably higher than 6% because this is based only on the number of people who actually report the problem. On April 13, 2010, I called Bassette's Consumer Support Line and told the representative of the problem. She looked up the mattress and said that the mattress shouldn't sleep "hot" because of its design. I told her that I was tired of being treated as if I am lying and making this up. I told her about the reviews I found and that my friends who own other foam type mattresses found that they sleep "hot" as well. She told me that she has a foam type mattress and it does sleep "hot" for her husband. So how can Bassette/Sealy keep saying that they have never heard of this type of complaint before when there seems to be several complaints regarding this.

She said that there was nothing they could do unless there was a defect in the mattress and then they would replace the mattress with another similar mattress. I told the representative that I did not want another mattress, I wanted my money back. She said, "If we gave people their money back every time because they were unhappy with a mattress, the company would go out of business." I explained that we bought the mattress on sale at 50% off so we were only talking $1500.00 as opposed to $3000.00. I explained that we were never told about the possibility of the mattress sleeping "hot". I asked if exceptions were made, she said no. I asked if there was a customer service department I could write and she said she was the customer service department. She said I could write to the Sealy Review Panel, but in reality unless its a defective mattress they wouldn't do anything.

I'm writing to inform others who are thinking of buying any type of foam mattress. Check it out first! Salespeople don't always tell you the pros and cons of a product, so research it yourself before buying. I wish we had.

Purchased and paid in full 12/22/09 for Flexsteel sofa and loveseat ($3208.40). Delivered to my home on 2/24 dirty, bent frame, uneven stuffed cushions and one seat which stayed in reclining position. Bassett sent out someone to look at furniture. I have a cc of his report but it is not on his letterhead which states what I have indicated above. He would not repair or touch the furniture due to poor quality and workmanship. I would like full refund to my credit card. Company will not even return calls. Good luck getting through to them because most of the time no one answers. I contacted Flexsteel online via a form but have not heard from them either to date.

We purchased a custom sofa. I had spent a couple of hours with the sales lady telling her about how I wanted sturdy back cushions and picking out fabric. Three weeks after we received the sofa, the fabric started fraying and the cushions would not retain their shape. I called the company and they sent out a guy who said that the fabric I had selected frayed a lot and that was "normal" and they just needed to shave it. He also said he would order new inserts for the back cushions but that they would be the same kind. I told him no one had informed me that this fabric would start falling apart after only 2-3 weeks and asked if he was going to come out and shave my sofa every 3 weeks?

I also complained that I had been very specific about the back cushions and did not want the same cushions if they wouldn't retain their shape. I contacted American Express and stopped payment until all was resolved. They continued to tell me that the fabric choice I made was the problem. I told them that they never informed me that the fabric was going to fray after 2-3 weeks and would need to be shaved. After the first month, the stitching from the arm to the back has started to unravel. I told them this was unacceptable for a sofa to have this many problems in the first month.

They keep insisting that they have a no return policy. I informed them that they couldn't sell bad merchandise and get away with a "no return" policy. They want to make me a new sofa, but I have no faith in such a bad company that would sell you inferior fabric at a premium price and not even warn you that the fabric is too delicate to sit on for very long without it decomposing. American Express has refunded my money and said the company would contact me regarding picking up the sofa.

We purchased a Kitchen/DR set, table and four chairs from Bassett Furniture Direct on April 13, 2009, Gerald Court, Delmar, DE 19940. The set was delivered on May 19, 2009. Upon setup, we noticed many defects on the table as well as the chairs. The table seam was not completely stained as you can see unstained wood when viewing from the side as well as a nick on the tabletop. The chair post(s) back of chairs are not completely stained all the way to the top where the post connects to the headrest, and there are lots of scratches that look like they had been touched up. The delivery guys called the store and I spoke to Dan H. (store manager).

Mr. H. said he would order us a new tabletop and four new chairs. We waited approximately three months for the new set to come. It had even more defects than the original set. The tabletop sides did not match in color. One side was almost black, the other a lighter shade of brown. The same problem with the unstained seam that runs across the tabletop. We were not happy about this. We called Dan H. immediately to complain about the set he had sent. He said to have the delivery guys return that set and he would order us a "new" set. We were extremely patient. It took approximately five months before we heard from him.

The set was delivered on February 2, 2010. It was also defective. Very poor quality with even more defects. The chairs had spots (smeared finish) on the top of the chairs, and the tabletop was even worse. The seam on the tabletop was even longer (unstained) which was our original complaint. It was obvious that no one checked out the set before sending it out. Unbelievable to us that Dan H. could release a set in that condition. We called immediately and complained.

Dan offered to give us a $500 credit to our bank account and we keep the original set and we agreed on that. They took back that set and we kept the original and that was that. Since then we have not received reimbursement. I made three phone calls and never got a return call from Dan H. regarding the credit. That was from Feb. 2, 2009 until February 22, 2010. Today, February 22, 2010, I finally got to speak to Dan H. after the fourth phone call. He said he was not going to reimburse us the money because to him "the furniture looked fine." I had words with him, and told him that I was not happy with Bassett Furniture Direct and him going back on his word to reimburse us the money ($500) for all the time and trouble we've had with our furniture purchase and that he would be hearing from us again about this issue. Please advice.

This is about the Dining room table/chairs purchased. I have complaints about the finish on the table top. Nothing have ever been put on the table/wood directly. It has always been protected when in use with either place mats, tablecloths, trivets, etc. Yet, tthe able surface mars from just putting a hot coffee mug on top of a place mat. I have rings on the table. Complaints have been made to Customer Service, the design consultant we dealt with for the sale, and the store mgr. We have been told (after a furniture inspector looked at it) that the marks are from "daily use."

IT is wrong. Although daily use is dining and the placing of cups, platters, etc., there should be no marks as the table top has always been protected. I can't even put a straw place mat on the table, because if it's moved/slid along the table top, it leaves scratches! This cannot be a proper finish for a dining table. How the heck is someone supposed to use it?

This has been going on for months, and still no one has gotten back to us with a satisfactory resolution to the problem. This is faulty workmanship/stain/finish and they are not standing up and taking responsibility for it. They lost a customer for sure.

On 9/4/09, we had 3 rooms of what we thought to be well built, good quality furniture delivered. We have had problems with 3/4 of the items we received. We bought 2 sofa chairs exactly the same except color. The one chair is sagging and is not comfortable at all to sit in. The tech came out told us the cushioning was not the same and could be numerous reasons. He went back, told the office it just got sat in more, which is ridiculous we both sit in both chairs each evening together. And even if this was true wouldn't you think it would have lasted more than four months?

We paid top dollar for this furniture, so it would last us a long time. At we had problems with dining room set took us 2 months of bickering to get it replaced along with a TV console and they never have sent us the brackets needed to hold our sofa table and 2 dining chairs together to stop them from wobbling. We went to Bassett because we wanted a reputable company and one that sold good quality and stood behind it not so. What can we do? We paid $729.00 per chair we have chairs upstairs in loft we paid $199.00 that are much sturdier. We are out $729.00 for a chair that will have to be replaced within a year.

The complaints posted concerning Bassett are overwhelmingly horrid from my perspective. One or two stories might be forgiven, but pages of complaints? I certainly wouldn't want to work for this organization, let alone buy merchandise from a company getting a general bad reputation. Human Resources, Customer Relations, Quality of Product complaints are negative-- that's bad enough.

The high pressure sales tactics used by the sales team at Bassett are ridiculous. A friend and I stopped by our local Bassett store to check out an advertised sale. Upon entering the store, we were approached by a sales woman. She asked if we were looking for anything in particular. I am currently looking to update my living room but I have not yet decided what pieces I intend to purchase. I told the woman that I was just looking. She followed me around the store pointing out this and that. I told her, repeatedly, that I was just looking and was unsure of what I wanted. I said that I would like a minute to browse on my own. I was basically told that if I did not intend to purchase furniture that day that I should leave.

We had only been in the store about 5 minutes. She said that she worked for 100% commission and if I wasn't going to commit to purchasing furniture from her, that I was wasting her time. I couldn't believe it! I had not even had time to look over the furniture that was available and this woman was telling me that I must commit to a purchase or else leave. So, we left. I called the store manager. He was so rude. He told me that she was doing her job and that because she worked for commission that I shouldn't waste her time. I explained that I never asked for her help and that I wanted a few minutes to look around.

I was told that at Bassett a sales person must walk with you throughout the store and that they are not allowed to leave you until you commit to a purchase. Good grief! He asked me if I understood the word "commission". I responded that yes, I did. I explained that the commission they would receive from my purchase would be zero! I am not sure what kind of idiot would be pressured into a purchase by a pushy sales person breathing down their neck.

Their sales practices are unethical. My husband and I had gone in because my brother had a Mission style sofa he had purchased from them that we liked. The model had been discontinued, but we left our name and number in case Bassett decided to release a new Mission style collection.

Some weeks later I received a call from the saleswoman informing me that my husband has picked out our new furniture and that I need to come down there and pay for it. Since we had just purchased our new living room furniture from another business, I asked the woman if she was absolutely sure that my husband had come in and selected new furniture. She assured me that he had, and that he had told her that I would come in and pay for it. Well, this was definitely bogus, so I promptly called my husband and informed him. We immediately determined to never consider a Bassett product again. In addition to the ethics issue regarding sales tactics, they falsely represent their made in China products as USA made to customers who only discover the truth when their new goods are delivered.

My sales representative told me that the furniture was made in the USA. When I received the delivery, the stickers on the back said "Made in China." I just wish she was honest. I am still happy with my furniture and it seems to be good quality. Why the heck is everything made in China? Bassett does have a great delivery service, Advantage Delivery made the delivery of my furniture go very smooth. I have had other delivery companies in my home when I bought from other furniture companies and their delivery companies were horrible. Advantage Delivery guys were clean and neat, they even put those soft things on the bottom of every item I purchased and also put them on some of my existing product. Delivery company, good job; Bassett, please be honest.

I received a chest that does not belong to the Princess Ann set that I ordered. All of the other pieces are identical except the chest. The legs are different. It does not have the same details as the other pieces (bed, dresser, night stands (2) and a lingerie chest). The only resemblance is the fact that it is cherry wood. I paid for something that I did not order.

We ordered a counter height table and chairs on October 31, which we really wanted to have for Thanksgiving. They told us it would not be in by then, but they would give us a loaner table. They did give us a loaner table, and that's where the good news stops. We still have not received our table and chairs, and yet I have to make monthly payments on it with their finance company, or they could ask for all of the money right now. They never return phone calls. Truly, I mean never. We just want to know a delivery date, and yet we never got a call back. At this point, I truly doubt I will buy from Bassett Furniture again, and I'm telling everyone about it. I have no table, and yet I'm paying for it, to avoid having them tell me I have to pay for the whole thing right now.

4) furniture alignment not good.

We called Customer Service who sent a guy to look at it, he was ok, took pictures and notes and then tried to fix item 3) which I told him was a waste of timeas he had to fix 1)& 2) also so save his time, ok he says and off he goes.

No response from Customer service for several weeks so we called to see what was going on. They said they needed to send someone out to look at the furniture, we told them they already did and had everything they needed, apparently they never got the details.

So they arranged someone else to come out who never turned up, when WE called them, they informed the person called in sick (no issue) and he was coming out to address 4) only and they had decided not to address items 1), 2) & 3) as it was within "tolerance". Also they said the corner pieces are made higher than the others as they receive themost wear and will lower over time - what a piece of crap. They will now arrange to have the corner piece collected and returned to the factory for review.

Their customer service person / people are unhelpful and uninterested in resolving issues. We'll wait and see what they put as the next steps butas it stands today, I would not recommend you buy from this store. Go to Macy's where their customer service is far and above what anyone could ask for.

We bought a sectional and at the time the cushions and backs to built-in recliners were pretty sturdy. My wife and I started having back pains after sitting in them in less than 1 hour.we spent 3,454.60 for furniture that should of lasted at least 10 years.We are seniors on a retirement salary and can't afford buying furniture every 2 years.

Two years ago, I purchased a leather chair (to match one I had purchased at the Bassett store in Grand Junction, CO), fabric sofa, two side tables and a coffee table from the Bassett store in Salt Lake City. All of the pieces have held up well - much better than I expected, since I live with five dogs and three cats.

The sales person recommended an indoor/outdoor fabric for the sofa. At first I was hesitant, but the fabric had a soft "hand", so I went with it. I couldn't be happier. No one can tell the sofa is covered in an indoor/outdoor fabric and it resists stains like no other piece of upholstered furniture that I've owned.

One of my dogs is "Mr. Marks-a-Lot" (he was seriously abused in his former home. All of my Bassett furniture is impervious to his urine. Even the finish on the tables hasn't been affected by his repeated assaults.

Unlike others on this board, I am 100% satisfied with the quality of my Bassett furniture and with the experience of shopping at Bassett in Grand Junction, CO, and Salt Lake City.

(I am not an employee or agent of Bassett Furniture, nor do I have any relatives or friends who are.)

I have never purchased such an inferior product, you would think that for $4000 one could get a quality product, Never again Bassett, Never. I just can't believe it. I would like to contact John Elway and see if he knows they are putting his name to disgrace. Ruined the holiday season and continues to make my our living room look horrible

We ordered a bedroom set that was a discontinued line. We had to wait longer to receive our order because the nightstands had to be built at the manufacturing plant. We provided a $1,500 deposit (50% of the total cost). We waited 6 weeks and heard nothing,so we called the store where we purchased the items. They said it was taking longer because of the night stands. After weekly calls, we learned all items were in and ready for delivery in early October. We then learned that the company had charged us the balance for the furniture on our credit card without our notice and without delivery. (They said that was normal!) Most items arrived except for the nightstands that were supposedly at the warehouse, but overlooked with the delivery.

We waited several more weeks for the nightstands to show. During inpsection, we uncovered defects to the furniture's surface that they attempted to repair, without success. They agreed to replace the top of our dresser. When the nightstands arrived, we found they were damaged upon delivery. We asked for assistance in repairing the items, but they, too, were not repairable, so the repair person requested replacements. We are still waiting on new furniture. We are also getting the run around from customer service, Shannon, at the regional office, and generally everyone but their contractors who are always surprised to hear about our problems. I am reporting them to the better business bureau as well, because they will not respond to my repeated requests for answers, not to mention our furniture!

Purchased all new family room furniture in Oct 2008 for a purchase price of over $7000.00. The furniture came with a warranty for a year. In March 2009 I noticed that the back of the leather sectional was peeling away and caused discoloration on the sectional. Also noticed white splotches on the seat cushions. This was from normal use-no spillage or misuse. I reported the issues to the store in Cincinnati. They gave me a support person and I was told to send pictures of the damage to mcpiep01@xxxxxx.com. She responded to maybe 1 of the 5 emails I sent. She kept saying she didn't get my picture attachments which I sent about 5 times from 3 different email accounts. I realized I wasn't getting anywhere with her so went back to the store. They then gave me another support person in Louisville, KY to email at aundreabraden@xxxxxx.com. Aundrea was much better than the first and after sending pictures and talking to her several times she called to tell me that a piece of leather had been ordered to replace the damaged piece.

I tried to write her back a few weeks later about white splotches on the seats that looked like bleach spots. She never responded so I contacted the store again to find out that Aundrea had left Bassett. I was then to contact yet another person-Shannon at pharrisshannon@xxxxxx.com. I sent pictures and tried to comply with her requests but she said my pictures weren't clear enough and she needed more. I told her that she would need to send someone then to take pictures for me. I am not a professional and I really needed someone to come on-site to see the damage for themselves. She said that Mike the store manager would call me. He did call for pictures but only gave me a 1/2 hour advance notice to try to come to my home. Both my husband and I were at work at 2:00 pm on a Friday and couldn't make it in that timeframe. I didn't hear anything for 2 weeks so sent my husband to the store to see what the deal was. The store manager showed him a box with a big piece of leather in it and was told an installer would call us to come and fix the sectional. About 2 weeks went by so I went into the store last week for a status and the manager told me that the installer couldn't fix the sectional with that piece of leather so it was shipped back.

Someone from Louisville customer service was supposed to contact me. It has been almost a week now and I haven't heard anything. I am done getting the run around. I have never had to do so much work and spend so much time to get a service issue resolved. I have sent lots of emails and pictures. I even took a cd of pictures to the store to give to Michael the manager and he never forwarded it to the customer service. I had to start over with every service rep I was given. We were also promised a $500 gas card at time of purchase as a purchase incentive and have not received that yet either. I need to have this issue resolved asap and I can't get what I need from Bassett and their customer support. It is the worst support I have ever received and I will not shop there ever again!

Moved to Illinois from overseas and wanted two chairs for our living room. Ordered them from Bassett in Fairview Heights, Il on 6 Sept 2009 with formal assurance of delivery in 6-8 weeks, was also told it should only be about 3 or 4 weeks until it arrived. After 8 weeks, an a few unreturned phone calls, demanded to speak to Jane, our sales person. She was clueless on status of chairs. Next day when I called, somebody in sales told me the chairs had not been made yet and it would be at least two more weeks until they arrived. When I finally talked to Jane again she told me they were being built that day. I told her it was unsatisfactory that they take my money and not deliver my furniture. She offered no remedy only a strange narrative on Bassett furniture operations which was worthless. After several demands,she finally put me on with her manager who was evaisive and unapologetic. She indicated that the Chairs would take at least two more weeks and there would be no discount, refund or concern.

DO NOT BUY FURNITURE FROM BASSETT, THEY ARE NOT HONEST AND THEIR PURCHASE ARRANGEMENT IS PREDATORY.

I am currently lobbying to have them added to my military bases predatory business list and actively telling anyone I meet the are not legitimate furniture sales people. Its more like dealing with used car salesmen, they want to deal with anything but the truth that they demand your money up front and deliver your furniture when they feel like it.

I had ordered a bedroom set on 8/15/2009. After being promised delivery within 6-8 weeks, I had to proactively call Bassett to determine when the furniture would be available.

With each call, the delivery date was pushed back by two weeks. It is now 11/11 and I still have no furniture. The manager, Penelope would not return phone calls and had to be "chased down" to get an answer. When she was on the phone she was rude and had a screaming/unpleasant tone with me. If I could I would have cancelled my order as nobody can provide me a date with when it will be available or any compensation.

We purchased a kitchen table and 4 chairs. We paid extra for the Endurance Finish designed to keep the table from scratches and water rings. We were assured that the table would be fine for family with kids making cookies and doing homework but if there were any issues they would come out and fix them. Well after 2 days there were all sorts of scratches and water marks.

We tried the local store-It took many attempts to find someone in customer service but then they sent us to a main number for customer service and after 27 attempts over 3 weeks, I finally got someone to answer the telephone. After explaining my problem they hung up. When I called right back they claimed there were telephone issues. They sent me to another person and then it was explained to me the Endurance Repair finish only applied to defects in the original delivery!

I have this whole pamphlet explaining all the wonderful things Bassett would do to take care of any damage to furniture with the Endurance Finish and it all a lie.

I purchased a mattress and boxspring from Bassett Furnature. Upon delivery we discovered the box springs were too short (5" vrs 9"). I called the next day and have been trying to get them to swap out the box springs since. They don't call back. Horrible service. That's the last purchase I'll make with them. Beware!

We purchased a livingroom set from them in June 2009 for 3100.00. After about 3 weeks we noticed that the pillows was coming apart, ottman was coming apart, spots was on the pillows for the sofa, loveseat and over sized chair. We called Afees and told them what we had noticed. They in turn told us we had to deal with Basset direct. I have contact Linda T from Basset she told me to send pictures and I did. It has been several months now that a saleperson is suppose to call us and set up an appointment to come and see the furniture. All we want is to have the furniture replaced.

I ordered a headboard from Bassett for a new Mattress I had just purchased. I was told by a sales associate I could buy a frame from a local mattress store which should be compatible with the headboard as long as it includes hooks. After purchasing the headboard I went to a mattress store right across from Bassett and purchased the frame with a set of accessory hooks.

Six weeks later I received a call from Bassett that my headboard had come in and is ready to be picked up. After unpacking the headboard and attempting to assemble the bed, I noticed the frame hooks were not compatible with the headboard. I made several phone calls to Bassett customer service with the conclusion being made that my frame was not compatible and I would need to purchase a frame from bassett which would work. I was told the frame should arrive in 2-4 weeks.

After 3 weeks I received a call from the store advising the frame had arrived but when I went to pick it up none of the associates in the store could find it. I was then told how sorry they were for the inconvenience and they would schedule a truck to deliver the new frame and setup the bed for me for the trouble.

A week later the truck arrived with the frame and asked if I had the hardware for it. I responded "what hardware?" The delivery man told me the hardware was not included and had not been put on the truck with the frame. He apologized and said I needed to contact customer service. I called and spoke with Shannon who told me she could send the hardware via UPS. I told her I was promised they would setup the bed for me due to my previous inconveniences and she referred me back to the store.

After further examining the frame which was delivered it was obvious it was not even the right size for my bed. I attempted to call the manager at the store and was told each time she was with a customer. I then loaded the headboard and frame into my truck and returned to the store and was told I would be given a full refund but it could not be processed until tomorrow.

Talked to the manager, Joe, yesterday, Sept 19, 2009 to try to get my money back & he said NO.

I just don't understand how Bassett works. We have a complaint dept. in our local newspaper, The Courier Journal & I plan on writing a letter to them that will be published in the newspaper for all of Louisville, Kentucky to see. Bassett is a bad store to do business with. I have read your complaints & did not see mine. I think people should see that the Louisville store is no better than the ones I have read in Calif. Va. N.J. Ohio.etc. I will never go back to Bassett & will let everyone know, what you buy is not what you get. Take the money & run.

This is fals advertisment. You should not do people like that. If I had see dark leather on there floor, I would have never bought it.

I purchased the Tate sofa and love seat in 11/08. I was happy to have found the size and understated look we wanted. The Tate is sold with the fabric as shown on the floor model. Of course, custom fabric is an option but I was reassured by my sales woman that the fabric as shown on the floor model would be very long-waring.

After only 4-5 month of minimal use, the love seat bottom cushion began to appear worn down, upon closer inspection the integrity of the supporting fabric was separating, and in fact, those spots were becoming holes in the seat cushion fabric. We took a close look at all the cushions and found a similar pull-separation in many different areas of the couch and love seat. These were found on the top of the back cushion, the side and backs of both sofa and love seat had the same defect.

Bassett assured me this was a surprise to them as well and they sent a representative, Bill, to my home to examine the problem. Bill took many photos of all the areas. He took a photo of a pillow coming apart at the seam. He also took the cover from the cushion with him.He thought the fabric had "real issues", and said I would be contacted by them. That was all about 6-7 weeks ago. I have called repeatedly. After being told for 2-3 weeks that this was being decided upon in Rochester, NY, Angela gave me that phone number.

I have been calling Rochester, being told by recording to leave a msg and I would be called back. I did get one call from Rochester. The customer rep told me that they thought this problem to be normal wear and tear. We are two adults in this house, age 63 and 60 years old. We both still work as a teacher and a nurse. "wear and tear" was a shocking and disappointing report, but the rep assured me she would get back to me. She asked me what I wanted to resolve this, and I said simply, a different fabric on these two sofas. I do not want money or different furniture or credit-I simply want a different fabric on these sofas.

Now, I am being ignored by the Bassett Furniture people, no call back from either the Amherst NY store or the Rochester NY headquarters. I have one cushion with no upholstery on it and the rest of the sofa and love seat with more pulls and separations. I guess legal action is all that is left for us.

We were never informed that the post had been repaired. I now have a bed that can not be fixed and many years of payments for a faulty product. I do not reccoment buying furniture from this company!

I also had a problem with the Raymond/Jeff duo from the Basset Furniture store in Beaverton. Mistakes were made on my additional fabric order two times. When I patiently asked for them to reorder the correct fabric they refused, stating I would need to purchase the incorrect fabric and place a new order and pay for that too! Jeff, the store manager, is conveniently in a meeting or not in the store when I have asked to speak with him. I have sent multiple phone messages to his direct line, but not once have I heard anything from Jeff. I am appalled at the absolute lack of customer service and the disrespectful treatment I have received.

6/8/09 we bought a Jefferson living room set - paid in full, was informed by Raymond, sales associate we could expect delivery 30 days or less. 6/29 my husband received a call that the couch & ottoman would arrive but not the chair do we want to take delivery - we said yes - deliver what was received - which was to be delivered 7/7 - on 7/4 we disposed of our exsisting furnture anticipating our new furniture - we were not informed that Bassetts factory was closed the week of July 6-10 so needless to say no delivery and no phone call from anyone at Basset's stating this - we went into the Tigard, Or store 7/8 and neither Raymond or Jeff, Sales Manager could inform us of a true delivery date - we are therefore sitting on dining room chairs in our living room - Jeff informed us he would check the manifest on Friday to see when our couch & ottoman would arrive and let us know - to no avail no phone call from Jeff.

We did receive a call from Cindy informing us that Jeff did authorize a $210 refund for compensation . We assume for monetary guilt not only for the delay of our new furniture but also for the non delivery of temporary couch from stock that was promised by Jeff which did not happen, therefore still sitting on dining chairs. 7/19 still no phone call my husband went into Bassett's and talked to Raymond he was very flipant stating our couch, chair & ottoman could be here next week or the week after, which is incrediable that 2 people in your Tigard store are not aware what is happening with customer orders would this non caring attitude have prevailed if we had not paid in full? Top Line delivery called 7/20 informing us that our furniture would be delivered 7/23 this was not acceptable but they did accommodate the delivery date and time for our convenience of 7/22 finally someone who not only kept their word but also their promise - but low and behold when delivered NO Chair - once again no phone call from Bassett's in Tigard informing us of this - so our week-end dinner guest had to sit on dining chairs in the living room after dinner.

The next contact we received from anyone at Bassett's was 7/29 from the warehouse man informing us that our chair had arrived and delivery would be 7/30. On a final note - my husband is a very successful salesman who treats his customers with utter respect hence his success, he is very informative, constantly in touch with delivery dates, times, problems etc and informs this customers - I myself am a truck dispatcher for deliveries and pick up times and I am able to inform my customer daily when he can expect pick up and delivery of their products , they would be livid if I had no idea when they could expect delivery - unlike Bassett's was told they had no idea where their truck was - unbelievable. Needless to say the most in-expensive but the most effective advertising is WORD OF MOUTH and trust me when asked about our experience with Bassett's NO COMMENT!!!!!!

we baught 2 liveing room chairs from your store in knoxville tn. when they were dilivered one of them squeked when you turned in it.(ther swivel rockers)and when you set then get up there is a indinchen left in the back.the other one when you set in it you go down to low to be confertible.ther not the chairs we set in and chose in knoxville tn. we paid around 2thousand five hundred dollars for them and we haven't been happy with them since day one.we have phoned the local store in chattanooga tn.and the one in knoxvile with no help at all.we are 70 and just looking for something comfortable to set in.i hope this get's to someone that shows some interest in our problem. thanks

We ordered an entire living room set from the Melboure, FL store. The area rug the salesmen told us would look great with the furniture was then ordered. He showed us a "sample" that was mostly brown with golden highlights. The delivery of the rug came way later than was stated in the contract. It came from India. What we got was a yellow rug with a little bit of brown and it looks absolutely awful. The day we ordered the furniture the salesman told us it was his first day there. I called him a month later to ask him something and was told "he was no longer there". The rug cost $1,058. Right after delivery on 5/29/09 I faxed Tricia who was arranging delivery. When she did not respond the next day I faxed the manager (Matt). Then the day after that I tried again with another fax. Obviously they have caller ID because they won't take my phone calls either. I just don't know what to do at this point.

Refusal to honor the terms of my purchase and repeated harassment with unwanted junk mail/business solicitations! Over two years ago I purchased a table, at the time I made the purchase I told Bassett Furniture store explicitly NOT to put me on any mailing list (I am already registered to "opt out" of direct marketing). They have repeatedly sent me unwanted mail for "once in a season, weekend, etc." deals that I have no interest in. I made repeated calls to the company to take my name off the mailing list, drove out in person and asked them to take me off their mailing list, and called their corporate office in Virginia (hard to find contact info. for) to request that this company LEAVE ME and MY MAILBOX ALONE!).

Two years later and I'm still getting their junk mail, they can't take a hint, consumers who make purchases from this company should beware lest they are constantly bombarded with unwanted mail solicitations!

Honor my request! LEAVE ME ALONE! I have no desire to ever set foot in your store or do business with your company again!!! I don't want or need sales coupons, "customer appreciation" letters, or further offers!

I purchased a dining room table and chairs at Bassett Furniture in Ft. Lauderdale for $2700 in February 2009 . After about 2 months of shopping for the furniture, I was so happy that my wife and I found something that we both loved. We took advantage of the 6 months same as cash and made the purchase.

We were told by the salesperson that it would take about 2-3 weeks to take delivery of the furniture. The furniture did not arrive at the Bassett Furniture warehouse in West Palm Beach until about 5 weeks after we made the purchase. It then took one week to have the furniture delivered from the West Palm Beach warehouse to Hollywood (2/18/09). When the furniture arrived, I noticed several problems as the delivery men were moving the furniture into my dining room:

• One of chairs had a fractured leg.
• One end of the table top had deep dents running along the entire edge.
• There were brush hairs dried into the varnish on one of the chairs.
• The finish on the table top was extremely blotchy on one side of the table.
• There were many extremely sharp burred edges on the tablesome edges were smooth while the same edges on the opposite side of the table were very sharp. One of the reasons that we liked this table so much in the showroom was because the table was kid friendly, as all of the edges were rounded and smooth.

The delivery men encouraged me to take delivery of the furniture and said that Bassett would send out a technician to make the repairs. The technician was scheduled to come to my house 9 days after delivery. When I inquired as to scheduling an earlier date, Bassett said that it was not possible. I was told that the technician would call the day before in order to schedule a time window (technician should have called me on Thursday 2/26/09). Well I was at my sons school for a holiday performance on Friday, 2/27/09, when I received the call from the technician. He was standing on my front door step waiting for me to answer the door and I told him that I was not currently available. I asked if he could stop by later in the day. He said that he would have to reschedule for the following week.

The way I saw this playing out was that the technician would show up the following week, he would determine that 2 of the chairs and the table top would have to re-fabricated (4 weeks), the new parts would have to be shipped to the WPB warehouse, one week for delivery from WPB to Hollywood, and then one week to schedule a visit from the technician. I was not willing to wait the additional 7 weeks to resolve the problem.

I finally called Bassett Furniture to request a full return and refund. Bassett informed me that there would be a 30% restocking fee. After debating this issue, they finally agreed to waive the restocking fee but they insisted on still charging me for delivery. I disputed the delivery charge of $136.74 and the credit company sided with Bassett Furniture. I do not understand why I have to pay the delivery charge if I did not buy anything from Bassett Furniture.

Purchased mattress and bed set. 6/13/07. On 3/20/09 there is a large dip in the mattress. It has a warranty of 10yrs. Bassett came out to inspect. States approval ok for new one. Can't communicate with anyone directly concerning delivery. Tc 866 469 1551 e 22 Sabina. No definite answer provided. Please assist.

Mattress no good price $551.65

I purchased over $20,000.00 in furniture from Bassett back in January of 2008. My first delivery of items was 4 months later in in April. The 30 day guarantee does not apply if you are waiting for a custom order. My custom order were throw pillows. The sofa would have been and item that should have been delivered in 30 days or it would have been free. But they do not deliver the furniture that is ready until the whole order is ready. So the throw pillows held up the sofa, chairs, dining room furniture or it would have been free according to their advertisments. But this is a minor issue compared to my experience. First when I entered the store I was followed around by a salesperson who would not let me just look around by myself. She told me that she was a designer and would come to my home to measure and look at the colors to make sure it would fit and the colors would work.

That was my first mistake. I did not know she was actually a laid off College Professor of Human Resources with no official designer background. Items were chosen and fabrics were suggested to me. The designer came out to measure for the sofa and chairs because I was not sure it would all fit properly in the room. She insisted it would and she even brought out another designer to help her measure and decide.. A presentation was made showing all the furniture and fabrics on a board with a computer scale made up with the intended layout to insure that it would all fit properly. The furniture finally arrived and Camille was at my house to accept the delivery. She placed all the items where they were supposed to go according to the diagrams she made and her design.

The sofa was too small for the one wall and should have been a regular sofa not an L shaped sofa. It looks like it was their loft sofa placed in a home with 20 foot ceilings. It does not fit correctly. The two chairs are huge and do not fit in scale with the sofa and room . The mirror did not fit in the intended location and had to be moved to the foyer area leaving the portrait that was intended for the foyer area to be placed in the dining room, where it does not go. The other picture was moved to another location to accomodate another piece that did not fit in the area it was supposed to go. The coffee table was part of a matching set of an end table and a buffet, but the oval table was too big. I was told it looked good and to try to get used to it. Finally I said tt had to be changed to a round coffee table at which time I was advised it did not come in the same style to match the buffet and end table. but she said she had something similar, so I returned the oval table and was offered a credit ( which I have yet to receive) to change to another table whic is nothing like what I originally had.

I still wanted to keep the end table since it matched the buffet but the "designer" said it would not go and I had to change it too. So I got the matching end table to go with the alternate choice of a coffee table. this is not what I ordered originally or what I wanted. it is what i am stuck with. The new tables were delivered with the glass tops chipped ALL AROUND the table. I could not believe they would send something out in this condiditon.They did give me new glass tops. I have tried to get used to it. I HATE IT. I also did not receive this refund yet for the end table either. The fabric that I was steered to for the living room and dining room chairs was an orange velour which was paired with a silk inset. The two textures DID NOT GO TOGETHER, and the dining area looked like a Halloween display with everything placed differently just to make it work for Bassett. The designer knew it was wrong because when it was delivered she immediately started to rearrange it all without my having to say a word. She was trying to convice me that this would work better.

Rather than argue I lived with it for a while until I could not look at it any longer and after my friends would look at me in disbelief. then I contacted them to complain that i hated it and had to change the fabric. I wanted to change it to the sild fabric that I originally wanted and asked them to bring it out so we could see how it looked. The designer talked me out of the silk fabric and insisted the velor would work better on the dining chair seats and the back of the living room chairs. I was planning to purchas the fabric from Bassett and bring it to another upholsterer to fix for me at an additional cost to me Not only did they not offer to order it at no charge ( I did not think I had to ask for that under the circumstances) but they charged me FULL price for the different fabric - not even at their cost They made more money on their mistake. I then told them I could not live with the round mirror sitting on the floor. It just does not go anywhere else than where she planned it to go and since it does not fit there and I can no longer change anything else around for them I want to return it.

Emile, the store manager finally came out "theme " my house was... what motiff.....After a long pause he said transitional. Maybe transitioning from bad to worse. I really was upset with him for not accomodating me when I made "suggestions " that things were not right and I was not happy. When he was there I asked him to help me unwrap a rug that was delivered from them for the living room and he said he would help lay it down. He unwrapped it and started to place it in the dining room. I told him it was supposed to go in the living room. He said that it did not match the living room and I said that was where Camille had it placed in her presentation board and I purchased it based on her recommendations. he said it definately would not go in the living room and I agreed , and instead of just taking it back he suggested we place it under the dining room set. So I did.

I tried to live with it too. it would not be what I would pick for the dining room, but I can endure it since it seems that Bassett does not take anything back other than damaged stuff and then you have to wait for the new piece. I am stuck with it all. $20,000.00 worth of furniture that does not fit, was placed in places that I do not want it to be and where they nor I designed it for, and for items that were damaged and still not repaired or replaced ( the console upstairs in our office, which is bowed and wood pieces are falling off and it is still scratched from installatin and never repaired.) I am left with $20,000 of furniture that I hate and I later found out the the Designer had no designing experience. SHE WAS A PROFESSOR OF HUMAN RELATIONS for a college and was laid off and came to Bassett to work as a designer , with no background. HAS SINCE RETURNED TO HER ORIGINAL PROFESSION AND I AM STUCK WITH HER ORIGINAL DESIGN. I WISH THAT I WAS JUST LEFT ALONE TO WALK THROUGH THE STORE PICK OUT WHAT I WANTED AND MEASURED MYSELF. ( WHICH I DID WHEN I QUESTIONED IT I WAS TOLD IT WILL WORK) THEIR COMPUTER NEVER MAKES MISTAKES I GUESS.

I want the console replaced. and I want the sofa and chairs taken back. They do not fit the room. If these two items are removed I can work with the other items in a different way to make it work. But it cannot stay the way it is. It is hideous. I also want my refunded money for the difference in the end table and coffee table that was changed to an item of lesser value. If I don't get satisfaction I will hire a moving truck to dump it all in their parking lot and will makr such a scene. I have been quiet an patient and accomodating. I was a cargiver for my 86 year old father at the time of all this , so I did not have the energy to continue to ask for this to be rectified. I gave up. Now my dad is gone and i am left here sitting looking at my new furniture that is not anything that was orignally designed or what I asked for. If I have to .. I will find others who have had the same experience and it doesn't look like it will be difficult, and we can have our own drop off party in their parking lot.... How about that. I want someone to take responsibility for the people they hire. Some, that had no business or qualification to design my home. I trusted these people. This is misrepresentation at its worst.

purchase price $3343.17 back sept. 2006 received furniture at proper address but did not receive bill until oct. 2007 this was a o interest for one year. We received bill one year later and made payments immediately, we were shocked to see the balance of $6898.00 and was told nothing could be done by GE bank. i feel this is not my problem and have pay them in excess of $3500.00

We purchased a dining room set of 6 chairs & one table. Monica said Basset would take the existing buffet drawer (that we had)& match the stain to the table. They did not, thus table is not even close in color to buffet. The chairs are very rough making pulls on our clothes, thus need resanding. We paid $200.00 extra for the finish on them. Katherine, a manager promised I could have the final approvel of the chairs. I did not approve of it & they were delivered anyway. Plus 1 chair has 8 cracks! Basset has done nothing at all & almost one year later! Worst company ever dealt with.

Lost $3097.00. Dealt with so many people who lie and incompetent at their jobs.

BUYER BEWARE!! We had purchased office furniture from Bassett on Feb. 14, paying in full over $4,700. We were told our furniture would arrive within 30 days- no mention of a refund policy. The delivery truck came just over 30 days, which would have been fine, had they delivered all the right pieces. They had sent part of our desk in the wrong color. Since then we've had furniture in pieces all over our living room waiting for our new piece. The customer service has been terrible- we were told on several occasions that we would receive a call to be told when it would arrive. We clearly stated that we would like this problem taken care of and would be extremely unhappy should we not receive it by the following week.

We have now been waiting for over 3 weeks for them to rectify the situation and are finally at our wits end. We would like to wash our hands of the entire thing and return everything for a full refund. The corporate office told us the store would be the ones to make that call and talk to about a refund. We had talked to the store and they said all sales are final and refunds require a 50% restocking fee! Ridiculous. They have not held their end of the agreement. We are completely unsatisfied and Bassett seems to accept no responsibility for their mistake (aside from refunding the $99 delivery charge- gee thanks).

This is a very frustrating experience for us, when all we wanted was some nice furniture to help organize our small business, and now have become even more unorganized due to the lack of customer service from what we thought was a reputable business. We pride ourselves on customer service for our work and cannot believe when putting such an investment in another business, we would not receive the same care. Apparently we are not alone in our struggles with Bassett.

The representative we talked to, who we were told could give us a refund, said there's nothing she can do. Again, not what the corporate office had told us, and obviously not what some people with similar cases have experienced. They still cannot tell us when a replacement piece will be delivered. We've contacted the Better Business Bureau, along with the Attorney general and our local news stations.

Prefer at this time not to elaborate while we recover from being royally taken, but despite filing a dispute, we got stuck with a loveseat 12 inches shorter than what we ordered because of cute little tricks Bassett plays. They claim a 58 inch piece IS their 70 inch sofa. I was gratified that on first complaint with the store manager, he immediately acknowledged the error as the fault of the saleslady and assured us the problem would be rectified. When we could not find another piece to ask him to order that was both the correct size and attractive, basically, that was the end of his concern for our problem.

The attorney who represents American Express Platinum card has run into a wall as well. Our contacts with their so-called customer service person boiled down to her insisting that Bassett measures things in an idiosyncratic way. Length is not end to end. I discussed this with fellow designers and architects in design and just regular friends and not a soul believed length is anything other than one end of a piece of furniture to the other far end. Bassett thinks otherwise and the saleslady assured us the piece was 70 inches long and by so being would just fit our 71 inch space.

The manager, the Bassett factory, and whatever office people we have never met all seem to think otherwise. Evidently, I need to pass along a new fact of life to the American Society of Interior Designers (I am allied member) so we all know that length is what the world thinks and then again what Bassett thinks. Totally disreputable and disagreeable to deal with. Consumers watch out!

They have a bizarre little formula and will put on your spec sheet that a piece is x inches long but tell you later, verbally, oh, that would only be that big if you had ordered a clunky add on detail but we still define it as x inches long. Hello. The absent inches when the real piece shows up means that if you dont mind sitting on pure air, you will be fine. Otherwise, if you want to sit at either end of a 70 inch sofa, plan on falling on the floor. What a snow job.

I read your web page and I am amazed at the number of illiterate people who complain about Bassett Furniture. Most instances, the only correct spelling is that of the company name. I have never seen so many spelling and grammatical errors! Bassett Furniture is a wonderful company and to slander the name because of a few uneducated people's experiences is a crime, and truly unfair to those of us who really work hard to be honest and fair to our customers. If you take the context of every experience, and then compare it to the number of people who are truly happy with their furniture and had realistic expectations, then you would realize that these types of complaints are few and far between. Then again, maybe these people feel better because they vented.

Due to website complaints such as these, many potential customers have chosen to purchase elsewhere, thereby reducing my income. Keep your complaints local, go directly to the store or your local Better Business Bureau. Don't tarnish the reputation of all Bassett Furniture or their franchisee stores. They are not all at fault.

I emailed Jim Denise (through Debbie Tibbetts. he does not speak to customers) and requested to return the bedroom set and have our money refunded. He had his Customer Service Representative call me and inform me that he refused my request. I have saved every communication that I have had with Bassett over the past year.

If you could use your influence to help us return the bedroom set and have our $4,386.05 refunded, we would be very appreciative.

Purchased a new Headboard and Mattress/Box Spring in October of 08. Said at the time delivery up to three weeks. We received the bed in December, and the wrong size box spring was delivered with it. Meaning they sold the wrong size to me to begin with. It was impossible to make the bed with the low-rise box spring, as you couldn't fit your hands down into the frame to make the bed. The bed should never have been sold with that size box spring to begin with. On the display bed, they had the wrong size box spring, so I was led to believe the one she suggested would be ok for the size of the headboard. I was told at the time of the delivery in December that they would order the correct one and that should be delivered in a couple weeks.

Well I didn't receive it til February 12, 09. The delivery came to the State in January, but no one could deliver til three weeks after arriving to the warehouse. I asked Sue at the time about the financing, as they had arranged at the purchase to have no interest or payments for a full year from purchase. Well it had been four months since I purchased til I received the right order, and I felt I should have the finance changed from February (when I received the bed correctly) til the following February 2010, instead of October 09. It's only right that I never had the order right til now.

I asked Sue when she called me just last week about the finance again, and still have not heard back in ragards to that....I would never even think of ordering any major furniture from them, after going through all this for a BED. I am still waiting for reply to this.

I attempted to cancel my order 1 1/2 months ago, but Deborah, the Store Manager, said she'd have to get back to me in three days. She never did. Several weeks went by without a call. We finally just gave up and gave in. My husband's job had been eliminated and he has been out of work for five months, so we CANNOT PAY for the furniture. I told Deborah, and she REFUSED to cancel the order. I spoke to the Corporate Office and their policy leaves no recourse for the consumer.

We purchased and paid in full for a bedroom suite from Bassett Direct in Columbus, Ohio. There was a bed on the showroom floor, and the sales rep showed us another choice from their brochure. We chose the one in the brochure. When the set arrived, the headboard was different from the one we ordered. When we took a picture of the headboard we received into the showroom, the sales rep stated that it was the wrong headboard, and Bassett would make it right. Looking back on the original receipt, the sales rep wrote down completely different item numbers from another bed, unlike the two we were shown at the time of the sale. (we never even saw a picture of this headboard we received, nor did we know it existed)

She did not tell us she made this switch on our invoice. No one from Bassett Corp or the local Bassett store is willing to help us get the correct headboard. Now they are telling us we signed a bill of sales for the headboard we received, so we got what we ordered. At this time, we were also told the headboard we thought we purchased in July had been discontinued in May, and is no longer available. This was NEVER stated at the time we purchased the set. All we want is the headboard we ordered. We feel we were deceived by this company. The bedroom set cost was $5,000. We have called, emailed, sent letters and visited the showroom. They will not respond. Do we have any recourse?

These complaints and problems seem to arise only from Lincencee stores. Whether it is window treatments, hiring standards, damaged deliveries, I believe in these difficult econmic times Bassett Corporation would rather not have its reputation for outstanding quality and value ruined and would appreciate knowing bad, as well as good, experiences. Bassett business standards for their corporate stores are unified and exacting. What a shame the licensees who carry the Bassett product do not operate to the same standards

Purchased a sofa bed and chair 6/4/07 and was delivered approx. 2 months later. I called as the fabric was fraying 5/30/08 to 6/6/08 a totoal of 6 times before anyone returned my call. On 6/11/08 they sent someone to take a look and he also took pictures. He said fabric should not be fraying like that and said someone would contact me within the next 2 weeks.

As of this date I have not heard from anyone and I have called 18 times and only once did someonw pick up the phone telling me she would look into it and get back to me within 2 hours (10/2/08)which she did not. The message on the phone said all calls would be returned within 2 hours of leaving a message. Each of the 18 times I call I left my name, tel # and the sales #.

On 11/24/08 made a complainted to the Better Business Bureaus which Bassett did not answer. With only one person using furniture for less than a year the fabric should not be fraying. The chair and sofa cost $2,874 one would think they were buying quailty, but that was not the chase. I also thought Bassett was a quailty company which unfortunetly I found out it is not.

I worked with Corrine, who was an employee of Bassett Furniture last August (2008). I ordered a large amount of furniture for my business. She also offered to come to my business and take measurements for window treatments, saying she had a work room she worked with. It was a large order, and I gave her a deposit of over $8,000.00 I tried calling her in early January, to say that I would be needing the window treatments started on; she never returned my call.

I started to get suspicious, and googled her name: Blakely, and discovered she had been arrested, and extradicted to Florida for fraud, etc. in 2006. She is currently in jail. I called Bassett Furniture, when I found this out, and the management said they would be getting back to me. No word yet as of Feb.2, 2009. I asked them what kind of screening they did for employees, and if they had insurance for their salespeople, who they send out to peoples' homes. Would love some legal advice, and if you think I should report this to the police; I have not done so yet. Thank you.

I am out over $8,000.00, and have no curtains.

We ordered bedroom furniture which was supposed to be delivered in one month - that was their sales pitch. They did not deliver until December, and then we discovered that the sales rep wrote the wrong number for the bed. They delivered us the wrong bed. We asked to return it. They said keep it and we will deliver the right bed. In Jan they delivered the bed again, but it was again the wrong bed. Again they took the bed back and redelivered two week later, and guess what? That too was the wrong size bed. So now we are waiting for the store manager to call us who is constantly dodging us and we cannot seem to get a hold of her.

We paid the invoice in full--money out of our bank account for a product that has not been delivered even after three months of purchasing it. We are still waiting.

My wife and I were looking for a dining room set and bedroom set for our new home. We found the sets we liked at the Bassett store in Nanuet, NY. We ordered the furniture in October which consisted of a bedroom set (bed, 2 nightstands, dresser, armoire) and the dining room set (table and 6 chairs) and we were told by the sales associate Mary Jane that delivery is 6-8 weeks. She later emailed us to let us know that the furniture would be in closed to 6 weeks, the end of November. Come the end of Novemeber we contacted the store and they informed us that the furniture would not be in until December 15.

So we waiting again. We would diligently call every week to find out the status of the furniture and we were finally told that the bedroom dresser and armoire and dining room table was in. To our dismay they did not know when the rest of our order would be in. It is now the end of January and they finally called to let us know that some other pieces are in but they are still waiting for the other pieces which are estimated to be in February 10, 2009. It is unbelievable the amount of time it is taking to delivery furniture, the store has a horrible return policy of a 50% restocking fee, so even if we wanted to cancel the order we would have to pay 50% of the price. Had we known at the time of buying that this was a possibility we would of stayed away from Bassett.

We spoke on numerous occassions with their delivery manager Jessica, who would never know the correct information and with the store manager, Jared, who would never return our calls. We have made it known everytime how unhappy we have been. Most recently when I finally spoke with Jared, he told me he did not know that we only had two pieces of the entire purchase and thought we were only waiting for the bed to be delivered, it is just ridiculous as to what we had to go through to get answers. We asked for some sort of action in order to compensate us for this unfortunate delay, but we were told that they could not do anything unless Bassett Direct agreed and that the store in Nanuet is only a franchise.

We ordered our living room and bedroom sets from a local store. They are Bassett. The quality is horrible. The bedroom set came damaged horribly. The top of the mirror has a gouge in it, the posters are damaged on the bed. One is broken, two are badly scratched. The drawers are damaged with putty filling in where they don't line up and the finish is the worst I have ever seen. It has runs and drips and is very uneven. The top of the bed has a huge place where it was filled in with putty. It is just a horrible mess. I have cried and cried. I had a bad flood and wanted this bedroom so bad. I loved it.

When I called a Direct store to see if their quality is different they said no but that this would be very unusual. HA! After reading these remarks by others I am sending it all back. It is just horrible. The living room was ordered by my daughter and by myself. Hers is worse than mine. Our legs are crooked. Badly. And the cushions are not filling out the covers. The pillows came in defective many times. She finally got the right ones after several months. The fabric has a huge defect across the backs of both pieces. Her cushions are not sewn nicely and have huge gathers in them. My set is the same with cushions-gathered and not filled out right. My pillows were okay, but none of the pillows that we got were filled out. The inserts do not fill out the covers. The fabric is lovely but is not applied correctly.

I am just a wereck now as I don't know what to do about it. The store fortunately is a good one and will take it all back. But, what do we buy now? I have no idea. The other sofas there were not nice either on close inspection. None of the brands. Broyhill looks bad too. I am so disgusted.

I will get a refund I believe from the store. They are very reputable. If not I will post again. It is Levin's store in Pennsylvania where they believe customer service is top priority. I am grateful to them that they care. Our sales person is also very patient and nice. Too bad that Bassett does not make their furniture well. I believe it is because it comes from Vietnam. Poor workmanship as they could care less what it looks like from there.

It's a big mistake that I bought a dining set and two sofa tables at Bassett store. From biginning to the end, I was frustrated for every thing. When I walked in the store, the Sale person told me this dinning set was price for clearance, it was sale as is. After I made payment, the Store manager told me, I bought the wrong one, and wrong price because there were several clearance sets. I accepted a new price and paid additional for the dinning set I wanted. After that, the Sales person said, it would take 5-6 weeks to have the furniture ordered and delivered.

It was a second surprise, but I had to wait for 5-6 weeks, since I paid for them already. When I bought the furniture, they started ordering. There were no stocking, even clearance items were not available. Each item was ordered and arrived their warehouse at different times It took another 2weeks for each order delivered because they had only one truck delivery a day. They could not do more. It was very frustrated to go through the process because other furniture stores like at Macy, I had no problem with other furnitures I bought at the same time. They were delivered within one week. I found complains of other Bassett customers, but it was too late for me. If I knew. I would not do business with Bassett.

I donated old furnitures before I bought new ones. I don't have furniture to use for 7 weeks, because I bought them at Bassett.

My wife and I entered the store looking for a sectional sofa. We saw a floor model that we both liked, which had a final sale sign proped up against it for a little over a thousand dollars. After sitting on and examining the sofa, my wife told me she really liked it and for the price it seemed well worth it. The manager after seeing we were looking for service came over gave us the great choice speech and invited us to sign the paper work. He wrote up the contract and gave us the total amount. It was over two thousand dollars, which caused me to have a mild angina attack.

When I argued the price difference he walked over to the unit and said the sale sign was not for that sofa and was inadvertainly left their by a subordinate employee. Even though I was quite upset, I told him ok, only because my Wife had her heart set on that particular piece, and I wanted to get this over and done with.

The sofa was delivered within a few days, and on day one, we were somewhat satisfied. The following days it was becoming obvious that I was ripped off. The seating cushions were becoming disformed, the back cushions continually sagged, even though we rotated them on an every other day basis. After a few months we became so disgusted we called with our complaint.

The same manager being very friendly and apologetic said he would send someone out to remedy the situation. Within a week or two a man came and said he would look at the sofa. He agreed and said it was a mess. At that point he unzipped all the cushions and reinstalled the foam. He asked how much we paid for the unit and shook his head. He wrote up the work order and noted that it would probably need service again in the near future. He was right, a few weeks later it was a mess again, but after watching how he restuffed the cushions, I took it upon myself to make the monthly adjustments.

Now the unit is about 1 year old, but looks like more like 5yrs old, out of disgust I took my wife went to Value City and let her pick out a new set that she would be happy with. I'm not looking to get my money back or any restitution, if I was dumb enough to get screwed twice on the same deal then I deserve it. I just don't want some young couple to invest thier money only to get the short end of the stick.

The first problem was during delivery. We called and were told that the furniture was finally in and scheduled a delivery for February 7, 2008. Unfortunately, we only received the credenza and dining chairs. I called immediately about the dining table and was told that we should not have had the furniture delivered because the table was not ready. They apologized and we waited. After delivery I noticed right away that the finish on the credenza was marred and called Bassett back. I was told to call Customer Service, and speak to Brenda. By this time I had already scheduled the dining table to be delivered on February 19, so Brenda scheduled James, the furniture repair guy, to come and look at the credenza on the same day. Unfortunately, James arrived on February 19 before the table was delivered. He looked at the credenza and decided that a new top needed to be ordered through Brenda and it would take a few weeks.

In the meantime, I noticed that there were a couple of spots on the dining table top and on the edge that did not look right. They looked like a small pieces of white something, possibly dried milk spots, stuck to the table until I tried to remove them. It was then that I realized that it was the finish that was cracked and bubbly. I also noticed that the table top had a small indentation in it. The dining chairs also had some areas where the paint had either worn off or not been painted. I called Brenda with my concerns. She suggested that James take care of all my concerns? at one time when he came to put the new credenza top on. James came on April 8, 2008 with the new credenza top. Unfortunately, the credenza top was made wrong and had to be re-ordered. Because of this James opted not to work on the table and chairs. He wanted to wait until the new top was in and then he would take care of everything at one time. I asked him just to look at the indentation and the spots. He told me that the table was a very soft wood and dented easily and the spots were where the finish had bubbled up for some reason. His remark about the soft wood angered and frustrated me because I felt we had been misled by the salesperson. We were told something very different. As for the finish bubbling he had no comment other than nothing is perfect.

While we waited once again for the new credenza top, our dining table was subjected to our everyday living. I continued to notice new dents and a few more small white spots. I became more frustrated that this table was not living up to what we had been told. The latest credenza top finally arrived on May 20 with James. The credenza top was once again built wrong but with some drilling on his part, James was able to finally put the credenza together. He also finally addressed my concerns. He could do nothing about the dings in the soft wood of the dining table top but for the white spots he took some fine wool and some oil (I think) and tried to smooth them out. When I asked him about the finish and why it was bubbling he once again said that nothing is perfect.

After James left I thought about how we were misled and how this custom dining table was not living up to my standards. I called Brenda about my concerns. Our conversation went downhill fast. Brenda asked me what I wanted Bassett Furniture to do for me and I said I wanted someone from Bassett other than James to come and look at this custom dining table top and tell me that the quality was inferior and I wanted it replaced. Her words to me were, Mrs. you have not been happy with the furniture you bought from day one and have found many things wrong. You bought it, you live with it.? We are not going to help you anymore.? I was appalled and surprised that someone in Customer Service would treat a customer that way. After a frank discussion with my husband I let it go and chalked it up to experience? until December 31, 2008.

On December 31, 2008 I had the blinds open and the early morning sun shone on the table. The table top had an odd shadow on it so I took a closer look. I noticed a round opaque ring on the surface and tried to wipe it away. It was not dirt but a round water ring stain about 3 inches in diameter. I then noticed a second round water stain. I walked around the table a noticed two more round water ring stains. This is a dining table. Dining tables are not supposed to get water ring stains. And this table is only 10 months old. And this top has the Indurance finish which features the accident proof furniture finish.?

I immediately drove the 20 miles to Bassett and explained the problem to Jill, the manager, and was told that she would look into it for me. I assumed I would get a call back and have someone come and look at this custom table top. I waited until Thursday, January 8 and called Jill at Basset Furniture to follow up. She was off and I left a message. I called back on Saturday, January 10. Jill was busy and I left another message. I knew by this time I was not going to get a response from Jill. I called back on Monday, January 12, and received a recording that the store was closed for remodeling and would not re-open until February 2 at 10 a.m.

I could not let this end here so I went on-line and found a Bassett Customer Care number. I called the number and explained the situation. I read the woman what the Indurance pamphlet that came with the table said. It is as follows:

This top features the accident? proof furniture finish.

I went step by step in my conversation regarding the accident? proof furniture finish.
1. We use our table normally. To have water ring stains on a table that you use normally means that something is wrong with the finish. We have not subjected it to rigorous use. I never have used placemats in the past but use them on this table to help protect the surface.
2. I have become very attentive? to this table. I clean the table top with a damp paper towel and then I wipe it dry. I am afraid to use anything else. I get upset when I see anything questionable on the table.
3. Indurance is only on the top and the top is what I have a problem with. It is not very durable if there are water ring stains in only 10 months of use.
4. As I said before, I do not use anything on this table top. I am afraid to.
5. I have not used any sharp implement to scrape material from the surface.
6. I have found that this table is very soft and in 10 months has many little dings on it. It is not at all what we told or what we thought we were buying.

I was told by Customer Care that the Fredericksburg store is an independent store licensed to sell Bassett and that my issue is with them and not Corporate Bassett. The only thing that Customer Care would do for me was to call and leave a message. Corporate Bassett would not help me in any way, not even to discuss the fact that their trademark furniture finish did not endure.

Bassett Furniture misled us during the sale concerning the quality of this table, Customer Service has been rude and are not customer service oriented, and they do not stand behind the quality of their product.

On September 29th 2008, I have bought a custom sofa from local Bassett store at Newington, CT. The contract says it should be delivered in 4 to 6 weeks and I had double checked it with sales associate, S. Gaines. Initial deposit was 50% of total price, $793.55. On the estimated delivery date, November 10th, no one called me to schedule a delivery. After waiting couple more days since then I had been calling to local customer service center several times but no one answered even though I left voice messages.

I tried to contact three times through their web submission form but no good. On December 1st, S. Gaine called me and promised that she would call on Thursday, Dec 4th, to answer the question why my sofa is late & when it will be shipped. I've made sure two times and she said she would promise. But she did not call.. On Dec 18th, delivery company called me it could be delivered as early as Dec 23rd. Therefore, it takes 12 weeks to be delivered. 6 weeks more from the agreed upon date.

After then, I have been trying to contact them but they did not. I told them I can not agree the current price since seller failed to meet the contract so I only buy it if it is offered at 50% off which I already deposited, otherwise I would cancel it. All I heard from S. Gaine is you have to pay full balance and you can not cancel because it is custom sofa. I refused to pay & receive the sofa. It is at the delivery facility now.

There are two things I would like to mention. One, The delay problem above. Two, Attitude. I feel really insulted by their attitude. They did not respond my contact. Many times, on purpose I believe. They don't treat me as a valued customer. I am seriously wonder that if I were not a foreigner they might have not been doing this way.

according to the contract if the furniture did not arrivce within 30 days i could cancel the order. I bought the love seat and sofa on November 16 and did the hear from anyone until I called and got a can text speech about how busy Bassett is and I have to wait. I have waited 7 weeks, and all I want is to cancel the contract. Bassett did not honor its own policy, even the ads on TV state 30 days. Please just return my money and cancel the order.

Last month I bought a sectional sofa from this store. The sales person Steve was very attentive and was very good until we bought and paid for the item. after that his attitude was less than friendly when I went back to complain abou the items when it arrived. The quality of this semi-custom sofa we bought is really below par. The back cushions have less that adequate filling in them and they sag so muh that it feels like a 5 year old sofa when you lean on them.

The material is so loose and looks like an oversized wrapping on the inside filling. The seating cushions are sag so much and when I called to complain they wanted another $139 for each chshion if I wanted premium filling. Total rip off. This after we tested a floor sample where the seats felt firm and the back cushions where definitely very different.

Order a table and chairs in mid-October, with a so-called promotion of a $500.00 gas gift card. I was told that it would be in before Thanksgiving and that my gas card was in the mail. The next day, I received a gas coupon to login to a redemption center to receive the gas card. However, there was a huge catch - needless to say - I had to save up $100.00 worth of gas receipts from one location and submit them each month to receive a $25.00 gift card from that location - I could only use one per month up to 24 months. Big hassle of course.

When I called the store and talked to the store manager I was told that is the program and if I didn't like it then not to use it. I explained that I was simply told I would receive a $500.00 gas card period. He said that all sales people in the store know the program and that they would never have told me that. I told him that I may decide to cancel my order due to false representation of the promotion - I was advised that all orders are custom and all sales were final.

So, I sucked it up and let it go. But, then Thanksgiving came and went and I did not hear anything from the store about my table and chairs. When I called I was advised that the order was not placed until 10-31-08 and that they did not have a delivery date from the factory and that someone would call me back with a status. Needless to say two weeks went by and no call. So, I called them back and was told it was on the truck to the store and I would receive a call for delivery the next week. I had to call back this week and was told that it was not finished and it is scheduled to be done this week and they would call me next week.

I finally called the corporte location customer service and was on hold for 60 minutes to be told that the stores are independently owned and operated and there was nothing they could do about it. So, I called back to the store to advise me that the delivery date is what it is and there was nothing they can do.

So I have gone with out a table for months due to the mis-communication. I was going to order the matching bar stools but now I have decided to just have mis-matched dining room furniture.

We spent over $15,000 on furniture. When it was delivered it was in terrible shape, chips, varnish peeling and dripping, scratches, warped, dents etc... It took Bassett over a month to have someone come out and access all the damage. Some of the things were repairable on site and others had to be re-ordered. To re-order single doors took forever as compared to ordereing the whole piece. They told us we could have the items on the show room floor instead of waiting but they were scratched even more.

Here is some of the timeline:

Before the furniture was delivered they called and told us they were ordering new doors for the Armoir due to damage. Already starting!

June 25th Furniture Delivery- Tom & Josh noted damages at delivery.

Armoire top varnish peeling

Dresser top- finish peeling and 3 dents on front.

Kitchen Table- varnish peeling, varnish drips along side

Nickel back Chairs- nickel scratched

Swivel chairs- sharp points on seat, chairs taller then showroom (not what we wanted).

June 26th called customer service and talked to Betty. She said she would call back.

Betty said that when the armoire doors came in they would look at the other furniture to assess the damages and determine if it could be fixed or reordered.

July 5th I called Nicki, the design consultant from Bassett and explained to her the problems with the furniture and that we were not happy with waiting till the armoire doors were ready for the rest of the furniture to be fixed. I specifically asked for someone to come to Camano Island and look at the furniture and get the ball rolling. She said she would call me back after she talked with Betty.

July 10th my husband went to Bassett store and spoke with Nicki. She called Gail at customer service and asked her to call me to set-up an appointment to assess the furniture.

Betty called me and said they were waiting for the armoire doors and then they would have someone out. I asked Betty when the armoire doors were going to be ready and she said she would call me back the next day as it was to late to reach anyone in NC. I told her that it was already over two weeks since the furniture was delivered and if she couldnt give me a date for the doors I wanted the rest of the furniture looked at now.

I never received an answer as to when the doors were going to be ready.

I called Nicki and relayed the conversation I had with Betty. She said she would get back to me the following day.

July 11th Nicki called and said she had talked with Jim Hanlen the warehouse manager and they had two options, one to wait for the doors to come in before someone could come to the house or two to swap the floor models, bedroom furniture, for our damaged furniture.

July 12th I called Nicki and told her that we did not want floor models we wanted new furniture and that we did not want to wait for the armoire doors to come in. I told Nicki that the armoire doors were a separate issue from the delivered damaged furniture and that this was not acceptable to have to wait for over 2 weeks for the problems to be resolved. I told her that I felt that they were trying to make it convenient for them so they would not have to make two trips to Camano Island instead of servicing the customer. I told Nicki all I want is for someone to come and look at the furniture and let me know what plan of action will be taken. Does it have to be re-ordered or can someone fix it at the house? We our not living at the house at this time and it would be nice to have the furniture ready for us when we move in August 1st. We spent $15,000 and this was not the quality or customer service we expected from Bassett.

Nicki said she would have Jim Hanlen call me directly on Monday, July 14th.

July 15th, Tuesday, I called Jim Hanlen and left a message for him to call me. As to date, July 17th I have not received a call back.

July 16th at 8:30am we received a voicemail from Betty that Bassett was going to have a person in the area to look at the furniture and would we be at the house. We both work an it was late notice. Once again convenient for Bassett. Betty also told me not to stress it will make me sick!

The rest of my notes are hand written but this whole process took from June till end of Nov to finish. I took the warranty on the furniture which is a good thing since the quality is not dependable.

I wish I had done a few peices instead of my whole house with Bassett because once you purchase you cannot return! They did work with us on the chairs because they were not what we wanted, the showroom did not have them in stock so we ordered them through a catalog.

I will not step foot in to Bassett today or ever. It is over priced for the quality you receive.

On September 24 2008, Myself and my daughter were in the Bassett Furniture Store In Arlington, Tx. While in store we were approached by Marilyn. Instead of saying Hello how may I help you?, she asked How much do you intend on spending? We were made to feel we would be wasting her time unless we had money to spend. Once she found out that I was having a home built her attitude made a complete turn around. Was this racial profiling or stereo typing? Just because a person walks in to a store in casual attire does not mean their time is not worthy. My daughter asked her to not to stereo type me.

The only reason I bother to go to Bassett furniture is for the quality of furniture. I dont have to buy furniture on a regular basis because of the fact that what I buy last as long as it is taken care of. I am sending you this letter to in form you of this situation so this does not happen to anyone else.

My wife and I purchased a full bedroom set as well as additional dressers for our soon to arrive baby's room. This was in June 2008. We had been looking for some time and happened to stumble upon this Bassett Direct store.

Upon delivery...we found multiple problems with the furniture. More than 1/2 of the pieces were damaged, scratched, chipped, and/or poor quality. Bassett sent out their fix it guy Randy Genderin. Nice guy who tried to fix what he could, however, he pointed out that most of the issues were not fixable and the pieces had to be replaced.

Based on the # of issues that we had as well as what I perceived to be lack of quality control in general with their furniture...I asked for a full refund.

I spoke w/ the Bassett store mngr where we purchased the furniture. She was not only not helpful...she was rude. She was defensive and generally un-simpathetic to my situation with Bassett's quality. We found out that she was let go week's later.

I spoke w/ a customer service person in their corporate office named Jennifer. She was not helpful and in fact laughed at me on the phone during our conversation.

I then spoke with her manager who was also unhelpful until pushed to do so. She was defensive and rude until she realized she wasn't dealing with a customer who was going to settle for this situation.

I then spoke w/ Jonathan Kayser, general mnger of the greater Boston Bassett stores. He kept asking me for a second chace to make this right. I explained to him that was no longer an option as a majority of the furniture was damaged the first time around. I told Jonathan that Bassett lost their second chance with what they delivered to me. He became very defensive and told me that I was rude to his staff and now I had the nerve to dictate to him what the terms of rectifying the situation would be. I told Johathan that he was correct...I was dictating the terms to him as I was so disgusted with the quality and service from Bassett. Needless to say...he agreed to take back my furniture for a full refund.

We kept the baby furniture as we had a newborn just arriving and were not in a position to go out and purchase new furniture elsewhere. They had replaced both of these dressers to my satisfaction.

The moral of this story...Bassett is a terrible company to buy furniture. Their quality is terrible...their quality control at the factory level is terrible...and most importantly...they know it and will not help their customers get satisfaction unless pushed to do so.

I cannot tell you where to buy furniture...I only can tell you where not to purchase it....Bassett Furniture!!

Back on September 6th 2008, my wife and I ordered a sofa and love seat from the store. The store has signs EVERYWHERE relating to their 30 day delivery (not a guarentee-apparently). Well here it is late October (They cashed my check on September 10th)and I hadn't heard anything. I called the store and my sales person gets on the phone. I am told that the fabric I ordered is out of stock and is due to arrive on November 21st (Friday before Thanksgiving). I said Are you kidding me? 4 months to get furniture at a place that advertises 30 days?!?!

The response I received was 'Well, you can cancel if you want to or you can just wait for the delivery. We need the furniture and it took my wife and I 2 months to agree on it; so we are not about to cancel at this point (esp since the wife is 8 1/2 months pregnant and is not going furniture shopping now).

I called their corporate number who then called the store and returned with the same answer... How can a compnay work this way and expect repeat business. They did not offer ANYTHING for the inconvience; just gave me the option to cancel the order. There is also no guarentee that the furniture will be among that that is built with the material that is due to be delivered. I WILL NOT be buying from Bassett again. The furniture is well made; but the aggravation far outweighs it. In the mean time, we also bought some Broyhill furniture from another dealer for our hardly used living room on the same day. That arrived 2 weeks ago.

I am from Peoria, IL area. I found a Bassett Furniture table and chairs in the Peoria area, but because of the high price have not purchased it. I was visiting my sister home in O'Fallon, IL, when I saw a Bassett Direct furniture store. I asked her to stop as I thought I could get a better price since they were a direct store. We went in and was greeted kindly by a young women. I told her I was from the Peoria area, what I was looking for, and wondered if I could get a better price. Her response was, I'm sure you could, let me talk to my manager. She went over and told a lady sitting at a table what I was looking for. Her response to me was, Well, what is the price that you can get it for in your area?

She caught me off guard with her question, as it seemed obvious that she was trying to determine thier profit margin...which is fine from a business standpoint. I said, No, I don't want to tell you their price, I just want to know the price you can offer. I did not speak rudely. She said, Mam, our owner spends alot of money to bring in designers to work with people and make our store look nice. We are not that kind of store. I was confused and said, What kind of store, we just want to get a better price. She said, Our customers are not like that. I said, All customers want to get the best price they can. She said, Not our customers. I said, You won't get very many customers with that kind of an attitude. She said,We don't need your business.

My sister ask the woman her name and she asked her why she wanted to know. My sister said, So, I can contact the owner of this store. She said, I am the owner. I am still in shock as to how we where treated. As we walked out of the store, we realized we had been steroetyped. No, we are not black, but I received a very small taste as to how the sterotyping feels. See, we had been cleaning my sisters house and went out to get something to eat. So, we had old clothes on and did not look very presentable, let alone look like we had money to spend. My husbands comment to me as I told him the story is so true. A business does not usually fail due to the product, but its management and sales people.

I do want the Bassett headquarters to know what happened as well as consumers. This woman is not a good representative of the product or the store. The fact that she would not give us her name makes us wonder. This is such bad publicity for her store. The people we have shared the story with all say we should let Bassett company know. It may not do any good, but I, nor my siter want to purchase Bassett furniture due to our treatment. Can you give me a contact person with the Bassett Co. Headquarters? I do not know who to contact.

I guess the economic damage is that I am unable to get a lower price on a product that I would like to purchase. Because of our economic times, I am unwilling to spend money without being wise. Thank you for your time.

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

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,

We were told by Bassett Direct in Katy Texas that the delivery driver would be given the information in regards to filing a report: He arrived with the correct cores but had no idea about the report, he was gracious enough to take some pictures and examine the sofa. My husband received a call in regards to the report, Guardian stated that it was normal for the fabric to fade on the sofa he reminded them it was less than a year old they didn't comment. There was no mention of the squeak or the poor craftsmanship of the back cushions. Mind you the delivery driver had no idea that he had to do a report and the customer care from Katy Direct was less than satisfactory. My husband and I are resolved that we are stuck with a sofa that we'll have to replace within a year or two.

Copy of a few Emails. Have you had any more contact with the store since the delivery man took pictures and made an inspection (that he didn't know he was to do)? This issue should be taken care of by the store within the first year. What did the store say exactly, other than the light spots are considered normal? If a "technician" has not seen the sofa, this needs to be done. Sincerely, Wanda

Donna, Without knowing the driver's experience on such issues, and the sofa being less than a year old, the store needs to send a technician to assess the situation. Call the store and I will contact the District Manager for Bassett. I know that our upholstery engineer said it was a characteristic of the fabric after viewing the pictures, however someone from the store should come out and see what is going on with the fabric. Guardian would come in as an extended warranty after the first year. The first year, Bassett is responsible to repair or replace any manufacturing defects. I apologize for overlooking the fact that the store had not sent out a tech. We need to get this done before finalizing this issue. Again, call the store and tell them the sofa is less than a year old and you want an experienced technician to come and assess the condition of the sofa. It is the store's responsibility to do this and report their findings to Bassett. Sincerely, Wanda

Donna, It seems the store's report covers the service required. If you still have issues, please contact the store again. Explain to them how you feel about the sofa and the service. Please keep me updated. Sincerely, Wanda

Wanda, These are the notes on this service. 5-7 Need to install seat cores, check original tech report to see if any other adjustment needs to be done. 5-12 Per tech original report just cores, LM letting customer know parts are in to schedule service. 5-21 Set service for 5-29. 6-13 Ordering new cores- came in mis-id 6-25 received cores had tech inspect to make sure correct. 7-11 call to schedule service for 7-12

7-23 per tech service complete, inspected fabric as courtesy, fabric is up to standards, normal characteristics, informed Mr. F. of report on fabric. I hope this helps. Let me know if you need further information. THanks, Vicki H5

The comments above are fabricated to suit Bassett. The sofa was not inspected by a Technician. The delivery driver agreed with my wife in regards to the fade spots the store did not contact me Guardian did. I find it amusing no one mentions the back cushion seams or the squeak. We paid 2100.00 for a sofa in good faith.

I asked why would I order a lower grade cushion since the leather chair came with an upgraded down-wrapped solid core cushion and that I wasn't informed by the salesperson that the leather would stretch or that a different cushion would be better, she stated that the store was independently owned and operated and that I would have to contact them if I felt there was misrepresentation. So, why does Bassett have a corporate Customer Care center if they can't or won't handle customer service issues? We had also ordered a cloth sofa and loveseat at the same time and (to date) are happy with them. Over $2,000 for a leather chair that appears to be YEARS old instead of only a few months.

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.

I would like to express my severe disappointment with Bassett, and the service that I have received or truth be told, have NOT received. The very first order we placed with Bassett was nothing but a nightmare, and now that nightmare continues with the second, and I promise, last order. The first order was a custom order. While the designer that came out did a fantastic job, and helped us pick the absolute best looking furniture for our house, the process that followed i.e. receiving that furniture was absolutely atrocious. It took longer than 2 months to receive the furniture, when we were told that it would take a lot less time.

Upon finally receiving the furniture, there were multiple things wrong with it, as far as quality goes. When you spend a little less than $10,000 on furniture, you expect it to be top quality. This was not the case. Things were broken, not painted, scratched, had strap/ burn marks on them, werent trimmed correctly, etc. We had to have someone from Bassett come out again, and fix said problems- and I might mention again, that this took a lot longer than we were originally told. The second order was supposed to be easy- it was a runner to match the carpets.

When I placed this order in mid May, I was told that it would take no longer than 2-3 weeks to receive. I was also told that I could have it shipped directly to the store, in order to save the $100 shipping fee. It is now almost the end of June. I have been in contact with Andrew R at the Wellington store almost weekly. Almost 2 weeks ago, I was told that it would be shipped out from the factory to the store, and I would receive a call when it came in, so I could pick it up. This runner supposedly, from what I was told time and time again, was an in stock? item, and was NOT custom. I was guaranteed that the factory had it in stock, and it would be there shortly.

Today is the 23rd of June. I called again today, discouraged at the fact that I had not received a call, especially since it was supposed to be in by now. Mr. R was out today, so I spoke to a woman named Anna, who said that it was not in, and wouldnt be for a while. I said that was ridiculous, and she offered to call the factory for me. She, I would like to note, was very helpful. She called the factory for me, and then called me back, stating that they said that it was:

I told Anna that this is all absolutely ridiculous, and something needs to be done immediately. I am absolutely infuriated with all of the lies that I have been told by Bassett, and the atrocious service that I have received. To date, close to $10,000.00 has been spent with Bassett. I would like the situation rectified immediately. The runner is truly needed, or else my order would be cancelled immediately. It is being placed so slipping in the home does not occur.

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).

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.

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!

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.

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.

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.

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...

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.

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.

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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About Febuary 07, I went into purchase a library unit.I explained to the sales girl that I would have a place for it till my home was completed in june-July.She said no problem, buy it now and we will hold it until you want it delivered. Around August, my home still not complete,Bassett started constantly calling to deliver.

The delivery boy Shane was getting very snappy each time he called. Io November 10 07, My family and I were invited to a baby christening. So I left message on the aswering machine the day before the scheduled delivery .I told Shane, I will not be at my home till 2:30-3:00. He called me back at 12:06 while I was in the church cursing me out and telling me if he had me he would kick my ***.

He said I was a ******* *******, and now will not get my furniture until I pay him 500 more dolloards for the time he wasted and storage.After 3 days the store manager Rob and also Paul had called me back .They said this was terrible, and that they would personally deliver the furniture to me when I wanted it.

Sorry to say ,Ive since then installed a alarm in fear that this lunatic Shane may come after me or my family . Ive called the main Basset in Virginia, and they have done O. At this point Im in fear of every car that comes through my caulder sac that I don't recognize.Rob still to this day has this mad man working there for Bassett. Ive made police reports , but don't know what to do.

Im actually worried sick over canceling the whole deal.I really may have something to be in fear of.I would never buy from that store, just knowing that this physco is going to have to deliver to me, and come in my home. Beware of that store.

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!

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.

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.

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.

Melbourne FL Bassett is terrible!

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.

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.

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.

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.

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.

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.

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.

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.

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.)

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.