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Reviewed Oct. 12, 2023
We bought 2 very nice and very expensive sofas in 2017. We were told if we ever had any stains to clean them with a mixture of bleach and water. Well of course after a year of having the sofas we had a few stains and I cleaned them the way we were told. The mixture left discolored rings around the stains. We put in a request for service through their terrible warranty company. They came out and looked at the sofa and after almost a year they told us the fabric was discontinued and we would have a credit to purchase new furniture. We ended up moving out of state and had to drive over an hour to the closest store to pick out new sofas. We ended up picking the Beckham sectional and the "upgraded" fabric. And ended up coming out of pocket another $3000.
We asked how to clean the furniture and were told the same thing. I did more research and found that just using a mild detergent and water was best. Well the ottoman had a stain and I did exactly what Bassett's blog said to do and the water again caused a ring around the stain. They send a tech out to check the stain and he tried to get the stain out as well and could not do it and was very surprised about the ring around the stain. They replaced the ottoman and wouldn't replace any of the other cushions that were also stained. We have had this sectional for a little over a year and the stains and pilling is ridiculous. Of course I called Bassett customer service and all they said was I would have to have the sectional professionally cleaned. We are extremely disappointed with Bassett and all of their "customer service." Currently we are stuck with a $6000 hunk of junk. Stay away from Bassett!!!!
Reviewed Sept. 13, 2023
I bought a outdoor sectional for thousands of dollars off the floor from Bassett Furniture. The sales person Kat assured me that if there was a problem it would be covered under their warranty. She handed me warranty brochures. Told me to hose it down once a week. It shouldn't scratch, rust or pitt. I have had this only a couple of months and it's scratched and metal is stained. I washed the casings and went to put it back on and the zipper broke. Their repair person came out and verified that my dogs did not cause this.
We don't know how this happened except that the coating must be defective from the factory since it looks like this in a couple of months. Due to the extreme heat and humidity of the summer it was barely used. Kat told me that the damage was due to my dog and is not covered. They lied. They are not standing behind their product. It's only a couple of months old and will be complete garbage as it continues to deteriorate outside. Do not waste your money on this company that lied about their warranty and won't stand behind their product
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Reviewed July 25, 2023
Disgusting customer experience from beginning to end. We spent well over 10k on 4 pieces that we were led to believe would be high quality "Custom" pieces. It took nearly a year to receive this garbage. Fabric is cheap, construction is garbage. The fill goes flat immediately. The warranty process is a joke. Avoid at all cost. They actually expect me to buy more fill from them.
Reviewed May 20, 2023
We bought a new couch and matching loveseat from Bassett Furniture of Salt Lake City, Utah on February 8, 2023. This furniture was delivered to us in March, 2023. The loveseat began to “squeak “ loudly immediately. We called the store, and the store manager had no suggestion other than to have their repairman come to our house to discuss this problem.
He did come and suggested increasing the foam density to the maximum in all the seat cushions for both the couch and loveseat to eliminate the noise from the springs. We did ask if there was something that could be done directly to the springs to eliminate the noise, but he said that he really did not have an answer to that. We also asked if it was possible to have a furniture repair shop directly fix the spring problem, but he said that would void the warranty on the furniture. So, he took all the seat cushions, had them redone completely, and brought them back to us. The cost was an additional $400.00.
The cushions are definitely much improved. However, the loud “squeak” returned quickly, and each day that goes by, it gets louder and louder. Since all avenues for improvement with Bassett Furniture appear to be exhausted, we now will go ahead and contact a repair shop to fix this problem ourselves, and we will pay for that ourselves. We are greatly disenchanted and disappointed with Bassett Furniture’s warranty, and their customer service.
Reviewed April 26, 2023
They upsold me in a sofa and when it was delivered it didn't have all the feature. That why they have the no return policy because they've liars and cheapskates. And the furniture is not custom if half of America has the same sofa.
Reviewed March 30, 2023
Please DO NOT BUY from this store. Horrible quality and even worse customer service. I purchased a large dining room table with 8 chairs. As a new mother and just a family of 3, my husband and I haven’t even had a chance to use most of the chairs. A month after delivery we noticed that one of the chairs had cracking all the way through the wood on the base of the chair, making it unusable. The chairs were purchased on sale but we also purchased the additional extended warranty. Bassett refused to discuss replacing the chair, only repairing, which we accepted. However, upon delivering the “repaired” chair, it was in worse condition. The cracking was not addressed. The screws were loose on the chair and there was black grease stains all over the tan cushion. I was so upset, refused the delivery and called the store immediately.
After they did not call me back within the time frame they stated, I issued a complaint with the BBB and supplied pictures as proof. There, Bassett lied several times (I believe they didn’t know I could read their response based on their surprise when I called to confront them regarding their response). They claimed that we broke the chair, refused delivery without cause, and that there was no chairs available to replace with (even though I can still go on their website and purchase the chair now).
Upon writing another long response to BBB, Bassett agreed to repair the chair once again. While it came back in better condition this time, it still has a completely cracked base. It’s one thing to argue about fixing/replacing the original chair, but it’s another thing entirely to further damage the chair and then lie to the BBB. And while they did resolve the issues they caused while the chair was in their possession, it took many argumentative phone calls and writing to the BBB. I’ve dealt with some horrible companies in the past, but this one really tops them all considering the price of their items. Such a shame companies are allowed to operate like this. Now, a few weeks after that incident, the stain on the edges of the table have started to rub off where my husband and I sit and are showing white underneath. For the price Bassett charges I’m shocked the quality is so horrible. A very expensive lesson learned.
Reviewed Feb. 10, 2023
Purchased over 30 thousand dollars in furniture and rugs in June of 2022. We stopped the delivery of a few pieces and we are still waiting on a refund as of February 2023. The recliners we purchased are notwithstanding normal wear. The fabric is shredding, not pilling or fraying. The customer service has been poor at best. No returned calls, etc. Will never buy Bassett again.
Reviewed May 6, 2022
I bought 2 recliners, suppose to have 5 year warranty on cushions and 5-7 years on frame. After 2 years cushions broke down. They replaced but took forever due to Covid. Within 2 more years breaking down, plus one chair the frame is making a loud noise when we set in it or move. Also causing wear on the fabric. They would not replace the cushions again. They sent a guy out and he didn’t care about looking at the frame. I emailed them and they just said our furniture was very loved??? Haha if it was holding up it would not look so worn, or loved as they write me off! It’s just me and my regular size husband. I would not buy from the store.
Reviewed April 18, 2022
I ordered a custom sectional in November 2021. I was told it would arrive in February. Then I was told May. I escalated my issue to management and they improved the date to April 22nd. I had to wait exactly 5 months for delivery.
Reviewed April 15, 2022
I've bought quite a few sets of furniture in my lifetime. The latest, Bassett Club Level Parsons is the worst piece I've ever owned. It has a short seat and the back is so overstuffed you cannot sit comfortably. The headrest only comes forward, which pushes your head even farther forward than what it already is from being overstuffed. The leather scratches very easily. I called Bassett only to be told there's nothing they can do. This garbage is less than 2 months old. Save your money and go elsewhere.
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