Bassett Furniture Direct Reviews

Furniture is not high quality for the price paid. A chair less than 2 years old has a defect with the arm and Bassett is saying they won’t fix it. I wouldn’t recommend wasting your money on anything from them.

I purchased a Bassett custom designed sofa 13 months ago. At 4 months, was disappointed by how fabric was holding up. Bassett sent me a de-pilling tool that was supposed to help. Now at 13 months, this sofa looks like it has been used 13 years. Product is way overpriced for what was delivered. Don't waste good money here. You can get a better product for what you will have to pay here.

My experience was fine. There was no problem buying the product. But in less than two years, my very expensive Bench Made solid maple live wood dining table has splits in the top surface of the wood. The dining table is rarely ever used, and I’ve only wiped it down with water and dried it with a cloth as directed. They only have a one year warranty and I did not take out the extended warranty because I figured what could happen to wood. Well, I regret that now and I regret buying from Bassett Furniture, because they are expensive and their solid wood furniture didn’t last me any longer than cheap furniture that I’ve purchased from Living Spaces.

I purchased a quite expensive bed. The mattress ripped into pieces but they voided the waranty because of a stain in the cover. The fact that you can even see the springs thru the ripped mattresses was not important, what mattered was the stain. Horrible quality.

HORRIBLE EXPERIENCE. BUYER BEWARE. Scottsdale, AZ. The salesperson, Tammy **, completely lied to us about the furniture we purchased. We didn't have the time to wait several weeks to custom order bedroom furniture so we bought some pieces that Ms. ** said were already made and available to ship. Now, we are told that it will still be five weeks before we can get them because they are coming ALL THE WAY from California. Spoke with Ed (because Tammy ** promised to call back and never did) and he said management says our only options are to cancel and pay 15% restocking fee or wait another 5 weeks. Cancelled because I don't do business with dishonest people. Bait and switch, deceptive business practices.

My husband and I purchased a beautiful sectional and after 6 months the fabric pilled. When we reached out to the store, they did nothing except give us a fuzz remover. The fabric had issues and the salesperson should have warned us so that we could have made other choices. The quality does not live up to the price. When a product is purchased and there is a guarantee of quality, the company should stand behind the quality. Unfortunately, the sectional has faded, pilled and the cushions look awful. I love the look of Bassett furniture but will never trust their products or staff again.

I purchased a Bassett Benchmade recliner in October 2023. The back and seat cushions are fine. When you recline the chair, the foot rest is very uncomfortable. I am 5' 9" and the foot rest does not extend far enough to rest my feet. My feet hangs over and after a long period of time, my feet becomes numb. I tried getting resolution, but nothing can be done to fix the problem.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

I purchased this custom-made leather double recliner couch. I also purchased the extended warranty. Within a couple of years the couch leather started wearing away. One of the cushions was extremely deflated to where you can feel the springs or whatever is in it when you sit down. The arm is separating from the couch. I was told that if I came back to the store when the extended warranty was over if I had not used the warranty or made a claim I would get a full refund for the warranty. I decided to do that and was told that it was not a refund of the warranty but that I could buy another of their items and receive a discount for the price of the warranty. I was completely lied to when buying the warranty because that is not what they said. This couch cost me $5000 and it was not worth that. No way would I purchase another item from them. I refuse to give business to dishonest companies.

Our furniture was delivered defective, and Bassett will not refund us our money back. After 5 month wait they only offer to have the new furniture repaired and refuse to give us the deposit back even though they should waive the restocking fee due to the defects of their products. The sofa cushion are so over stuffed you can't even sit on it. Back cushions are separating due to the garbage they use to stuff it with. The love seat recliner is broken also. They sell very poor quality merchandise and charge you for high end. It is the bait and switch! I would tell everyone not to buy here.

I bought a Bassett metal bed because I thought "I won't have to worry about the bed being flimsy and breaking if I buy from a reputable company." WRONG. I assembled the bed, and about a week later went to get in bed to go to sleep and "craaaack". Not multiple slats broke. ALL of the slats broke. Now you might be thinking "oh she must be a bigger girl." No, not really, I weigh 150. So I thought, "I'll just call Bassett and have them replace the slats, no big deal." Fast forward 6 weeks later, my bed is being held up by bricks and my slats that were ordered are still "in transit." They must be delivering them on foot.

Ordered a sectional & a chair May 21, 2021 and was quoted 12-14 week delivery. We're now into week 15 and we're just told that delivery will be another 4 weeks. The concept of under promise - over deliver is not happening with Bassett.

I would highly discourage anyone from purchasing from Bassett. This is my second time purchasing from them. The first time I purchased the Beckham sofa was in 2017. After over a year of service, it still looks awful (pilling, staining, deflated cushions). I have no idea why I decided to give Bassett a second chance when ordering my dining table, chairs, and stools. I have had them for 24 hours, and the upholstery on the chairs is flimsy. I can feel the wood from the chair because there is no cushion, in place of foam there is what seems to be some type of cellophane or crunching material.

Terrible experience from beginning to end. The designers do not give you the time of day unless you plan to spend a lot of money with them. Terrible customer service. I’ve been trying to schedule delivery for over two weeks. No one calls back, when I do get someone on the phone, I get a run around, a promise to call me back later, and no call back. Just trying to schedule delivery for our furniture that was bought and fully paid for and they are full of excuses. Would not recommend.

I ordered a Bassett Sofa/Loveseat in Oyster Chenille (from a wonderful local furniture store) and was disappointed that they have sunk to the low manufacture technique of gluing skirt hems. The hems arrived "unglued" which about describes my feeling about the situation. Upon further examination... the seams were puckered and piping lines uneven. Look, for a $2900+ Loveseat pricetag this was quite disappointing. I have owned a couple of Bassett pieces and this finish work was sad. At this rate, one is better off not getting a skirted sofa and/or loveseat. I, for one, will not order any more Bassett products. I am working with the store to resolve the situation. They are quite customer service oriented. Let's hope Basset is, as well.

I purchased a leather sectional from Bassett Furniture in 2019, by 2021 it was ripping at the seams! I contacted Bassett but was informed that there was "nothing we can do" due to the fact that there is only a 1 year warranty on fabric and leather! I explained that the sectional was less than 2 years old and this was should not be expected to happen due to normal wear and tear of their product. They asked me to send pictures of the damage but then never got back to me. When I finally called the customer service line I was given the same robotic response regarding the one year warranty....

I just received my custom-designed couch and the color seemed off. I took one of the pillows into the store to compare with the original fabric swatch that the in-store designer and I had selected. The color was different -- the swatch was a couple shades darker (which I had liked when ordering) but the color of couch I just received was lighter. They said there was nothing they could do for two reasons: 1) the batch of dye was likely just a tad off, and 2) the in-store swatch was darker due to hands having touched it, dirtying it over time. They are completely fine with advertising a color and then it not be what is delivered! Unacceptable!

Very knowledgeable and professional staff. Wide selection of styles of furniture as well as fabrics and colors. Outstanding American made furniture, fit and finish are their hallmark. Lastly, excellent for constant communication on my order status and estimated delivery date and time.

I just brought my table in September and the table already chipping. Sent pictures in and they made it seem like it was my fault because I have cleaned my table with Windex. I also have received the runaround. When I first made the complaint they informed me someone would reach out to me to fix the table. No one ever did then I called them twice to see why no one called me to set up an appointment. The first time I called a lady informed me someone called me to set up an appointment but I informed her no one ever called me. Someone reached out to me today just to tell me they can refer me to an outside source when they had already informed me they will set up an appointment so lies on top of lies. Horrible service.

I have a one-year-old sofa that is piling terribly. When I purchased it I selected a performance fabric. “Bassett’s performance fabrics are designed to hold up better to daily use. Performance fabrics are a good choice for homes with children and sofa-loving pets because they are easier to clean and more durable than natural fibers such as linen and cotton.” (Bassett) They should NOT market these fabrics as “performance” if they pill within several months of purchase. Customer service suggests using a pill remover every couple months. I shouldn’t have to ‘shave’ my $3k sofa! They sold me an extended warranty but failed to tell me piling is excluded and that the fabric is prone to pilling.

Dining chairs are comfortable and look great. Unfortunately the wood selection for the chairs have splinters and other localized damage to the wood. Two issues: response to correct the identified issues have not yet been started and are now three times longer that the promised time; the chairs are beautiful and significant room for better quality assurance in material selection exists.

Bought a custom dining table and 6 chairs in Oct. 2017. The finish was spotty and incomplete so I sent it back for "repair" right before the warranty period was up. Got it back around the holidays, but noticed a faint ring on the "repaired" side where it looked like a quart size can had been. Didn't have time to send it back due to company coming for the holidays, but should have. The table did not get a lot of use in a household with only 3 busy adults, but over the next 6 months every time we would use it I would notice a new scratch. Only on the side they had repaired. I took pictures back to the store where I purchased in Oct. 19, but they said they couldn't do anything due to it being out of warranty.

I bought a showcase from Bassett over 15 years ago and it still looks great with no signs of wear or fading. Recently I had the opportunity to visit one of their stores recently out of nostalgia and it was well-kept with great lighting and tasteful, high quality furniture. The salespeople were courteous and helpful. I will recommend this place to my kids when they get out of college since their furniture will last their entire life.

I recently purchased a large couch through Bassett. It was very expensive and I wanted to protect my purchase. Jodi was very helpful in designing my couch and she was also very helpful in convincing me to purchase the furniture warranty, especially because we had gotten a new dog. Well, my dog got to one of the cushions. When I called about the warranty, I was suddenly told there is a no “Paws, Claws or Jaws” coverage. This is completely opposite of what I was told, otherwise I would have not purchased the warranty. Be very wary when dealing with the sales people...they get you coming and going. Always read the fine print...lesson learned. Very disappointed.

Have bought from them several times. Every time there is a problem. Just received my sofa. It was $2400. There is not enough filler in the back pillows. They have not responded to my issue. Will never ever buy from this company again. Buyer beware.

Bought a 8000 dollar leather couch 2 years ago. Cynthia, the salewomen was kind and efficient. The only problem is she did not inform us of the problem with the leather back cushions. We have since learned that these are sewn on to the back of the couch and Bassett DOES NOT finish the back of leather seat cushions. This would not have been a problem, if just over one year into our use of this couch, the back cushions began to pull away. The seams separating. So I call their customer care and I am informed that "Yeah, this happens to the leather cushions. Each time a person sits down and leans on the back cushions they pull down and will separate at the seams". THIS IS PER THE customer care guy!!!! Ok, so let's fix this. Bassett will send a their guy to fix but WILL NOT PAY TO HAVE IT DONE. I HAVE TO PAY over $300 to get the seams resewn!

I ordered 6 custom dining chairs from Bassett. Paid asking price. They were delivered within three weeks. They arrived with incomplete stain and unsanded in many places. One chair had a pull in the fabric. I immediately called the store and customer care. They asked for photos which I sent immediately. That was 10 weeks ago. I had to wait 5 weeks for one of their service people to come and confirm that 4 of 6 chairs were damaged. I have made many calls to Customer Support and they keep giving me the runaround. Received a call a week ago stating they agreed with me but asked for more photos. Sent then and still no response. Emails, phone calls and way too much of my time has been spent on these chairs. The price is high, the quality and respect for my time is not. Very disappointed. Won’t be shopping there anymore.

I want to start by saying that the employees I encountered at Bassett Furniture Mall of Georgia were friendly, helpful, and professional. Angie, the designer I worked with, spent a lot of time with me working on a floor plan, designing sofas, and picking out fabric. This rating is not meant to reflect on the staff, but rather the quality and craftsmanship of their furniture.

The salespeople are very knowledgeable about furniture. They are very resourceful in helping you find the best furniture for your house. They offer different options in material and colors and placement of your furniture. But Best of all is the quality of the furniture which last for years! I bought a bedroom set which still looks like new 12 years later. And the living Room set has withstood 12+ years of kids and dogs and fat people... And still Great! My Dining Room set still has the same chairs and the same glass! It's kind of pricey but it's worth every penny!

I have shopped on separate occasions over a number of years for a dining room set with sideboard, kitchen chairs, and living room furnishings, including leather chairs, lamp, coffee table, side table, framed art, mirror and 2 area rugs. Each sales associate that assisted me was helpful, accommodated my special requests, offered design advice to suit my style, color preferences and budget. Bassett also offers finance options, and warranties. I damaged a side table during the warranty period and a repair person was sent immediately to repair the finish. I have only 1 room remaining that I need to update, and I plan to return to Bassett again.

1 year later and I am still trying to resolve my issues with my furniture that I spent over $4000 on. I would never recommend Bassett to anyone. After visiting the showroom and falling in love with a dining room set I purchased it. Waited my 10 weeks for it to arrive only to be terribly disappointed in the product I received. My table looked NOTHING like the pristine table in the showroom. There were big black "knots" all over my beautiful gray table. I was told "it can't be helped." Apparently it can be...you have a knot free table in your showroom. After months and months and months (9 to be exact) of back and forth Basset finally said I could pick out a new table top. The sales person recommended that I pick a darker top so the knots would be less noticeable. I did exactly what the salesperson suggested as well as under the suggestion of the store manager. I waited once again for the delivery only to be disappointed once again.