Bassett Furniture Direct Reviews

I purchased 2 sofas and recliner during Veterans Day sale. The Tulsa store charged over $760 more per sofa than a Muskogee store quoted for the same sofa. I would have waited on call back from the other store but didn’t want to miss the Veteran Day sale with military discount. Some discount/sale! I was told I could pick up recliner but when I called to schedule the pick up I was told the recliner had to be ordered. Delivery was 199. But when I later called to pay the delivery fee, the price jump to 399.00 because they had to change to tax rate on the entire purchase.

When you're paying top dollar, you expect a certain level of service. Not the case with Bassett Furniture. They use an outside company for furniture deliveries -- and if you get a crew of idiots making the delivery, it's totally your problem. Such was the case for us -- almost $7,000 of furniture was delivered by a team of morons who didn't know the first thing about handling furniture. After they bumped my walls, scratched my paint, scuffed my floors and nearly knocked over my lamps - my furniture was finally in place. The drawers don't open and close properly, and my sectional has uneven padding, making one of the seats lopsided. I wouldn't buy from them again.

We looked at the Benchmade Live Edge table at 2 showrooms before ordering. We were well aware that no two pieces of real wood are the same, however, the table has MANMADE holes in 1/4 of the top which is clearly a MISTAKE. No one would want this table, it's distracting from the beautiful wood. It was very $$$$ expensive. Bassett says, tough luck. Shameful customer service thru Fayetteville, AR and Corp. We will NEVER order from them again. Their mistake becomes your mistake. Buyer beware!

We've had two experiences with Basset. Once with a couch and loveseat and once with a sectional. Both times there seemed to always be total confusion from the sales staff from start to finish. It felt like we were dealing with a brand new employee each time. Poor knowledge of products and no real understanding of our order. Every time I called to check or ask a question they seemed totally stumped. Our leather sectional back cushions are all tearing away from the frame after 2 years. We re-ordered seat cushions with new fabric and this has confused the staff every step of the way. So aggravating and we will never buy another thing from Basset.

Save your money and don’t buy from Bassett. I ordered a custom sofa from them and was very specific of the comfort level I wanted. Visited the showroom 6 times prior to ordering. Always dealt with same sales person, and sat in same sofa. Confirmed that the comfort level in the sofa would be identical to the showroom model. Was assured it would be the same.

Disappointing. After waiting 4 weeks and spending so much money for a quality furniture very disappointed. Two problems: On the Green one the base cushion has a spot there. The green velvet is missing. It is a fabric defect. On the other one of the back cushion corner is out of shape.

Nov 7, 2018 I purchased $14,000 of furniture including a custom upholstered couch for $2600, upholstered headboard, and bedding. As the delivery men were unwrapping the couch I could see huge wrinkles in the front upholstery. I called my sales rep, Gia, and sent her pictures. She first said she would send a technician to iron out the wrinkles. Then said she would reorder a second couch.

Ordered more than $20,000 in furniture from Bassett, including a large, custom-made dining room table. One side of the table wobbles (either through incorrect construction/assembly or damage during transport) but the delivery guys set it up and left... Furthermore, the legs were not properly aligned and installed at the factory that caused uneven spacing at the table top, visible to everyone sitting at the table. We then sent photos to Bassett's customer service, we had to follow-up a week later just to learn that they could not find the photos. Absolutely terrible experience.

Bought a Bassett Custom Dining Room table and 4 Custom Dining Room chairs in January 2019. The furniture looks good but it's not so good if you actually plan on using it. All 4 chairs wobbled so they sent someone out to "fix" them. The repairman said the chairs wobbled because my ceramic tile floors weren't level. He said that it's not just my floors but ALL floors that have this problem. I was told the chairs won't wobble as long as I don't move them from where he "fixed" them. So now the problem is if I so much as move a chair 1/4 of an inch out of the spot where this guy adjusted it, the chair wobbles. When I spoke to the manager, I asked if I'm supposed to have the repair guy come out to re-adjust the chairs if I move them around for company, she laughed. I was serious.

Spent $6,000 on 4 pieces of upholstery furniture. I thought I was buying a quality brand, boy was I wrong. I did look at reviews but somehow did not see this site. I don’t know who wrote all of the 5 star reviews I’ve seen??? I will NEVER buy from Bassett again and will tell any family and friends about my experience so they will not make the same mistake!!! The foam cushion is cheap and has broken down in less than a year and my husband and I are the only ones who use it. The back cushions constantly need adjusting and seams on the pillows came unsewn after two weeks!!! Please learn from our mistake!!!

We ordered a custom sofa from our local Bassett Furniture store in Ocala FL for our newly constructed house in Aug.1999. We were looking for a specific size, height of arms, and fabric. They were able to fabricate just what we ordered, and 20 years later is still in great condition. Just recently ordered new foam cushion inserts for the seats, and were able to replace ourselves. No deterioration, no cracks, etc., so I would say very good quality furniture.

I purchased two $1000 recliners in a what was pitched as a “high durability” fabric (polypropylene). Within two months the fabric began pilling. At the end of the first year it was so severe and unsightly that I contacted Bassett’s Consumer Affairs department - along with pictures of the fabric. I was told that nothing could be done, they are not responsible for pilling. Second, every few months the bolt falls off the recliner handle and I have to turn the chair upside down to reattach it (after I find it).

I went to Newington branch of Basset Furniture 4 weeks ago, places an order for sectional, in 2 weeks the pieces arrived with damage and store knew that it was damaged even before it left the warehouse. Still they delivered it thinking "no one can see the damage to the leather once assembled!!". Anyways - I paid for the new sofa and I won't accept the damaged parts, so I sent it back. Worked with store and waited again for delivery. Another week and half and this time I find out they have delivered a completely wrong item - Left Arm Chaise was delivered when the order clearly says Right Arm Chaise. Extreme inconvenience and waste of my time, energy and money. Poor poor customer service.

After just a couple of years, the expensive leather couch we bought as a long term investment is peeling. Selling a product as genuine leather when it turns out to be bonded is false advertising. Buyer beware when shopping at Bassett Furniture.

The salesperson was so helpful and we had a great shopping experience. However the furniture really is poorly made and the fabric looks awful after just a few years. Definitely the worse sofa I have purchased in 25 years. The fabric is dry clean only and is impossible to keep clean. It picks up every thing that touches it. Also Bassett does not honor their warranty nor does Guardsman who they pressured me to buy for 300 dollars.

In less than a year after purchasing a Bassett sofa and chair the sofa was replaced by the store I purchased it from because the frame was broken. Since then the cushions are pilling and the seams are ripping. I’ve contact Bassett customer service and all they did was send me copy of the warranty (which I didn’t receive at the time of purchase) and tell me my issues were not covered by the warranty. I have no small children and no pets so there is no reason this should be happening other than very poor quality. They actually told me that the pilling was caused by friction including friction by a throw or blanket. They never even set a rep. to look at it. Please do yourself a favor and NEVER purchase anything from Bassett.

When shopping for new furniture, we had a bad experience with leather furniture in the past and decided to spend more money and check out Bassett. We purchased two power leather recliners and a sofa with recliners less than two years ago. We spent close to $5000, but didn’t hesitate because we were assured we were purchasing quality furniture. The headrest area on the one recliner looks like the color has worn off, the side of our arms the color is worn off, several marks on the other armrest, and a big white spot on the side of the other. I purchased the extended warranty and was under the impression it would cover these things but in reading the fine print, I realized that was not the case.

We purchased several pieces of Bassett furniture, a little over a year ago and are extremely displeased with the quality. The fabric, on our sofa is showing all-over wear/pilling and the table has multiple small dents/scratches. Several months after purchase I was concerned with the sofa and contacted our store directly (they came out twice over a few month period). Our main concern was the amount of pilling and wear on the fabric body and edges. The representative used a fabric fuzz remover and said the pilling should not continue and suggested to speed the process we could have the fabric cleaned (which would stop the process).

Poor quality fabric. Spent $5000 on 2 couches. They are 7 mo. old and the cushions are pilling. Fabric was soft and now rough to touch. No help except to come shave the pilling cushions. Save a lot of $$$ and do not buy here.

I ordered a bed and other stuff for more than 5K from OKC store to be delivered to Shrewsbury MA and on the day of delivery it got damaged, the delivery guys took the picture and sent to the local shop, it's taking them more than 10 days for the tech to come as and assess the damage , the side table had a scratch as well. The local OKC store customer service were not helpful at all and suggested that they can't assist since the delivery is to MA state.

I ordered Bench mark oak bedroom furniture in the toffee finish, 2 night stands, a 6 draw dresser and a 5 draw chest. I love the furniture but dissatisfied with the choice of some of the oak used. On some of the pieces, such as the dresser there is a hole about the size of an O in the middle of the top and some other distresses on the night tables. I contacted the Bassett company and asked if these pieces were sold as seconds or just stained over. I thought the quality of the oak would be more selective. My wife seems to think that this is part of look (Distressed) but this is not the case on the wood used on any of the draw fronts so why on some of the tops? I will have to fill these areas in and stain it and hope it looks good. The furniture store said the distress on the ruff hew oak will have distress as part of the normal look.

We bought a sofa, club chair and ottoman and paid over $5000 for what we thought was leather. Apparently we thought wrong! After a few years the leather peeled. I’m a bit of a neat freak and used only the Bassett leather cleaning kit so it wasn’t caused by any harsh abrasives. The sofa and chair were located in the living room and hardly ever used. If we knew that we were buying a leather veneer we would’ve passed on this furniture!!! Such a disappointment from a company that’s been around for so many years. It won’t be long before Bassett doesn’t exist anymore considering the products they produce are crap!!

Save your money! We bought over $10k worth of furniture and it’s terrible! The leather couch is peeling, one armchair has feathers coming out of it, and the coffee table is warping. Contacted them— they send out techs and the manager calls and says the tech is incorrect! Would not buy ANYTHING from Bassett!

We purchased a Bassett Club Level Epic leather couch... more than $2,000 (see first attachment). In less than three weeks, the leather started delaminating (see three photo attachments). A close look at the first photo attachment, shows multiple delamination locations. Zimmerman's Furniture, in Bismarck, North Dakota is refusing to refund.

I bought a large sectional less than a year ago and the fabric is awful... peeling, pulling, losing its look. Over $8000 for something that I was told was very durable looks worse than a dust rag! They even replace the seat covers... blaming a decorative throw. Don’t waste your money. It’s low-end garbage!

I purchased a Bassett sectional from Furniture Direct on Hilton Head Island SC. I spoke with the owner Dennis. I cleaned the sectional cushions the way the brochures told me to and I continued to get rings all over the covers and could not get them out. Dennis the owner recommend that I get the couch professionally cleaned. The reason I purchased the sectional to begin with was so that I would not have to do that. I have had nothing but problems with this fabric. Furniture Direct will not give me my over $4000 back. They want to give me new covers for the seats.

In December of 2015, we bought a ~$6000 bedroom suite. We love the style of the bedroom suite; however, we have become extremely disappointed with our purchase. After about a year of owning the bedroom suite, the finish started to peel on one of the nightstands. Thankfully, my furniture markers are able to hide some of the wood where the finish has peeled. Every few months, I have to use the furniture markers to color the spots where the finish has peeled. Now that it is 2 years old, you can certainly see some of the spots where the finish has peeled.

In August 2017 I ordered a custom 3 piece sectional for over $7,000. I did custom because I thought there would be better quality. In early October my furniture was delivered and the cushions were all puckered between the welting and the sides. Also the fabric was cut too large for the cushions and so there was too much fabric and it was baggy in many areas. The arms of the sofas weren't taut and were baggy, the welting was crooked and the sofas looked like they were upholstered by amateurs. In addition there wasn't enough padding over the arms so when you put your hand on the arms, you felt the wood. They were horrible in so many ways. I refused delivery. I took lots of photos and showed them to the Manager of Bassett Furniture in Middletown, NJ and she apologized to me and agreed that it was terrible.

My 6000 dollar Beckham sectional and ottoman is peeling like crazy and it is 2 months old. Looks horrible. They have offered to teach me how to use a fabric shaver as a “courtesy “. I would like a refund or a sofa in a more durable fabric.

Just received 2 loveseats from Custom Choice Line. The sizes are so much smaller than indicated on all information sheets. Sat down with designer and was talked out of sectional due to size - now, it's obvious it would have been the perfect choice based on the true size. I just want to return the loveseats and get the sectional but refuse to pay restocking fee - the recommendation was wrong.

I bought a chair at Bassett in Livingston NJ and the experience was so fun. I got to pick the chair style, the fabric, and the finish of the wood legs. I absolutely love it. People always comment on how cute it is, and even better that it's super comfy. I've had it for a few years now and it's just as great as when I first got it. I'm writing now because I loved the experience so much that I just bought a new mattress with them. The guys came in and put the bed frame together, and saved me from having to lug everything up the stairs. They were great, quick and careful, and couldn't have been nicer. At the store I worked with Lauren and she was very helpful too. And I can't thank them enough for being so understanding when I needed to delay my delivery. They really went out of their way to make the entire experience pleasant. THANK YOU BASSETT!!!

After spending a great deal of time with a designer in the Bassett Showroom and requesting a fabric that was durable, we chose a fabric and ordered a sectional for over $6000. A month after its arrival the fabric began to pill. I contacted that store who told me they would send me a depiller. I was told to continue to depill the couch as needed and that was all they could do for me. The depiller arrived, a small battery operating thing from Bed Bath and Beyond. I then contacted the Corporate office who told me that the depiller would work. Fast forward to almost a year later... The sectional looks worse than a rag and is incredibly uncomfortable to sit on because the fabric is so bumpy. WARNING: DON'T WASTE YOUR MONEY. You will be better off with furniture from Bob's Furniture and they are much nicer to deal with and are all about customer service. Stay clear of Bassett, you will be wasting your money.

When my husband and I went to the store in Perimeter, Stephanie was there to help us. She was very kind, professional and being able to get our ideas about the furniture preferences very soon. Hence, we decided to work with her. She never make us disappointed on our decision. She took care of almost everything from home measurement, furniture selection and design, and final delivery. Whenever we need her, she's always there for us. Although there was some glitches due to the confusing price lists, she's being able to help us clearing out all items quickly. We like her and will recommend her to our friends.

I can't say we were not warned! We have friends that tried to steer us away from Bassett based on their experience and they encouraged us to read the reviews. The reviews were poor, so we brought our concerns to the manager and saleswoman. They convinced us that we should not take the reviews seriously and that they were confident that we would be happy with the delivery and the product. The delivery was on time and professional and we initially loved the furniture and rug that we purchased. We still love the furniture, however less than two weeks later the rug started to unravel in the area located adjacent to the couch.

Bought leather reclining sofa and loveseat 3+ years ago and paid long dollar plus bought Guardsman protection plan. Broken release lever, broken spring, discolored/worn leather --- items not excluded in warranty are now not covered items. With just two adults in home (no kids) why so much breakage? Couldn't even get a Bassett tech to help if I bought parts and paid for service call. Would never buy Bassett again.

On 1/29/17, I attempted to purchase a sectional sofa from Bassett by depositing $1700.00, I subsequently returned to Bassett on 2/8/17 to cancel the furniture warranty and instead purchase another piece for the aforementioned sectional. I paid for that piece in full. After waiting 8 weeks, which was the longer spectrum of the 6-8 week delivery window, I called the store to find out the status of my order only to be told that the furniture had been redirected because they had mistakenly routed it to the 'purchase' address instead of to the 'ship to' address. Please note that I was never apprised of this situation, and had I not called I would never have known.

Got a new power sofa, power Lvst and power recliner. On the sofa the back is not aligned and the Velcro is loss. I point to the deliver person and told me to contact the vendor. Contact the vendor and they request pictures. I e-mail to them. I was told that they will send a person to repair or to exchange it, after that they went silence and will not answer my calls or my emails and is been 3 weeks. I will never buy Bassett again.

I ordered $9000 (plus shipping) worth of furniture from Bassett on 11/23/16 and was told it would be 6-8 weeks for delivery. Since we live out of town we were required to pay the entire amount upon purchase instead of the customary 50% deposit. On 12/23/16 I was told that the manufacturer had run out of leather and there would be a delay. Of course, no time estimate could be provided. We are now at week fourteen and still no furniture. The only response I get is "I'm sorry", and "I don't know when it will be delivered". I am waiting for a response to my most recent email requesting detailed information on the furniture's whereabouts. So far, no response. After reading others experiences I am beginning to worry about the condition of the furniture, should it arrive. I would not recommend doing business with this company.

I purchased a 'Bassett' brand Copper Top table from Bassett Furniture. Before I purchased it, I asked about the durability of the copper top finish. I was told it is highly durable. Up to this point, I've had no complaints. The other evening we had tomato sauce which unbeknownst to us dripped onto the bottom of the glass jar it was in and thus onto the table top. After dinner I went to wipe the table down and there was a large stain on the copper top where the sauce had dripped. The sauce to table contact time had to have been approx 30 minutes if that.

I am writing a negative review because this is the first time I purchased a couch from Bassett. I was so excited and have been saving for some time for this couch. I had a design consultant come and measure the space for me and I trusted her experience and computer-generated drawing she provided for how it would look. When the couch arrived, I immediately thought this wasn't the right couch. It looks so wrong in the space. I have tried to work with the store to return only a portion of the sectional to purchase a bigger portion of the sectional and they are not willing to honor my request. They are willing to sell me a chair, though, to fit the spot that a bigger sectional should be in. I have escalated my request to Corporate and I am waiting for a response. I hope the customer is always right!

We ordered a dining room table along with a variety of furniture for our new home from Bassett. Nothing arrived in 30 days as promised. Our order was placed on 10/08/16 and we were told that there was no problem receiving it for Thanksgiving. This is 12/14/16 and we have now received all items but our dining room table. We were just told that the table was in Dallas and it would be here on 12/23/16. It would take 10 days to ship it from Dallas to Austin. REALLY. It seems that it will be first to San Antonio passing through Austin on I-35 to reach its San Antonio destination. Then will have to be reshipped to Austin. I have no confidence in their promises having received so many with each being broken. If you want furniture in a timely fashion, shop elsewhere!

On May 28th, we purchased ($3K) a custom dark walnut dining room table with endurance finish with two leaves and a custom dark walnut sideboard. After this purchase was made, we had all of our cabinets re-stained to match the exact color of the purchased dining room table and sideboard. On July 8th, the dining room table and sideboard were delivered. The dining room table finish in one spot was poorly done and one corner was crushed on the tabletop. One of the leaves' edge was poorly done as well. The sideboard top had a damaged spot, which they tried to fix before shipping and one door that looked sun-bleached. We expect variations in wood, but this was too drastic and unacceptable. On July 27th, a replacement dining room tabletop, a replacement sideboard top and a replacement sideboard door were ordered from the factory and we were told it would take 2-4 weeks.

If you are looking for service, Bassett is NOT the place. The couch that was built for me (that fact that they built it was stressed when it did not show up as promised). Now that I need a piece fixed, it cannot be done. I can buy a piece of leather for $47 PLUS shipping (we are talking an area less than 6 inches) AND the area is too much for their guy to do. I'll have to find someone myself to get it fixed. So they can build a whole couch but cannot repair yours when you have a problem. Could not be less satisfied.

I spent months looking for a sofa and loveseat. I finally decided on Bassett Furniture and the Versa collection. I spent $5K on the couch and in less than 2 years the leather started to peel off. I mean, literally peel off like skin after a sunburn. I contacted the Temecula Ca store, where I purchased the sofa, and told them my issue. The customer service department directed me to a leather repair company. The leather repair company told me that there was a defect in the leather as it was not bonded. They pretty much told me it was unfixable. I again contacted the local store and started to get the whole runaround. In the end, I was told that there was nothing they could do for me as did not buy the extended warranty. Then they continued to quote me $800 to repair the one end that looked absolutely hideous.

I purchased a $7000 bedroom furniture set a few weeks ago. When it arrived the wooden bedframe had a piece of wood missing from it, my dresser was all scratched up and my nightstand was discolored and scratched. I refused the damaged pieces, and have had to follow up for over a week with Bassett and they still have not ordered me new pieces of furniture and they refuse to. They want to take the old furniture that was damaged and fix it and NOT order me brand new furniture that I PAID for in advance. YES they were so kind as to not charge me another delivery fee when that old furniture does arrive in 3 weeks--arghh. My salesperson Candace never returned my calls from day one that I called her when the furniture arrived damaged, she said she would talk to her manager (Cindy) and call me right back, but she never did.

We spent over $10,000 on our furniture. $8,000 of it was on a sofa and love seat. We bought this furniture in Huntsville Alabama. We only had it a few weeks and we notice that the leather on the seat cushions was wrinkling up like the cushions was sinking in. Called the store, they replaced the cushions. Same thing happened, mind you, we paid extra for the extra firm cushions, so this would not happen. We call the main number in Virginia and they replaced the cushions again. Still the seat cushions are sagging. We complained again, and mind you this is during a six or seven month period. The main office determined that it was because the leather was "soft". When picking out this furniture and talking with our designer, I expressed how we had bought leather furniture before and I did not like the leather sagging and the relaxed look. She did not give us any type of information about the leather we were buying.

After less than 10 months of light use my $5000 sofa looks dumpy. The materials are exceptionally poor quality and the warranty service is non-existent. They have told me that my cushions look like hell because of "wear." 10 months of it. They offered that I can purchase new cushions. Do not buy from this company. Expensive furniture and CHEAP, cheap materials.

The sofa and dresser I purchased are poorly made and Bassett has not repaired them. I have now made a second complaint to the Better Business Bureau. The next step seems to be small claims court. Do not deal with this company; service is nonexistent.

refund. Wells Fargo Bank was a huge help.

4 inches too short on width and 2 inches short on length. Called salesperson. She said it was "within industry standard". I'm not sure what to do? My friends tell me to sue them for a full refund.

I ordered 3 rooms of furniture March 17th from Bassett from Cindy, one of Tulsa's designers on staff, only to discover that due to some unexpected home repair expenses, I needed to cancel some of the items I had custom-made. I felt terrible, but since my funds were limited, I had no choice. I called Cindy and despite the fact that I signed an agreement of non-cancellation, she worked with me and removed several items to get the price into my range, and agreed to keep some of the furniture already on the way to Tulsa.

Ordered furniture for my home on March 15th and was guaranteed delivery by the 18th. I have yet to receive my furniture and I feel that the company should not advertise custom furniture in 30 days or less if they cannot deliver! Very upset that I will not have furniture in my home for another week and 2 weeks until my mattress arrives! 36 days and counting waiting on my furniture. Unacceptable Bassett Furniture!

We purchased the leather Montague sofa and love seat from Bassett which we received in December 2015. Despite being assured this was quality and durable leather our furniture is already showing considerable wear and tear. The color is wearing off in corners of cushions, scratches easily and cushions sag. I definitely will never purchase another piece of furniture from them, nor will they ever receive any referrals from me. Very disappointed!

My husband and I purchased a sofa from Bassett Furniture several months ago. We chose the style, cushion content, and fabric all right there in the store. The "sample" sofa was very comfortable and we were completely assured that a sofa "just like this one" would be made for us. It did arrive as ordered by us but after some fairly light use, we noticed the cushions sagged and fabric rolled off the cushion core. We contacted Bassett and voiced our concern. Over the next several months they came to the house three times with several new cores each set containing different fills. All still sagged and fabric continued to roll. We now have eight extra cushions in our basement.

After months of waiting for a standard factory order of furniture, I am so happy I will never have to do business with this company again. I like their furniture but the employees have not been trained to care for the customer. They want your money, they don't care when you get your furniture. I waited at home two Saturdays for deliveries that never came. I finally got my end tables tonight and there is a scratch in the glass. I'm sure it will be nothing but frustrating to get a piece of replacement glass.

We ordered several pieces of furniture from a Vaughn Bassett bedroom collection. Two identical 6 drawer dressers, among other pieces. One dresser has drawers with a groove down the inside front of the drawer as if designed for a divider, visible when the drawer is opened on the top. The other dresser does not have the groove. The distributor that sold us the furniture agreed it must have been a mistake made in manufacturing and ordered us 6 replacement drawers. Vaughn Bassett would not replace the drawers as they are calling it an engineering change to accommodate movement in the wood. If this is the reason, the other drawers without the "eye sore" grooves should be replaced, so that the ridiculous design of the drawers at least match on both dressers. Poor, poor, customer service. Will never purchase again.

In November 2015 we started our selection process with designer Jennifer ** from the Austin, TX store #0301 to choose the best design, color and style for a dining room table and chairs, as well as a new sofa, ottoman and love seat. Jennifer came out to the house and based on the antiques we currently have helped us with a design for the various pieces. We discussed color and scale on numerous occasions regarding the sofa, love seat and ottoman, as well as type of fabric. Once that was selected we moved onto discussing my concerns about blending a custom ordered table and chairs with our French country antiques.

I had a new Sealy Posturepedic mattress delivered June 6, 2015. In less than 6 months there was an indention in the upper part of the mattress that rendered the bed uncomfortable. I called the store and they sent a technician out to check it. It was reported to have a 1 3/4" indention. This was apparently not large enough to be replaced by the manufacturer. (I find that hard to believe considering the mattress was only 6 months old.) The store refused to make it right. I was offered $150 toward a new mattress. Why would I buy anything else from them? Still mad!

What a waste of time! We were in Bassett after being to nearly every furniture company in the metroplex to find the perfect sectional for our new house. We fell in love with their Sutton sectional. The model on the floor was listed for $4,199. It was about a grand more than we were seeing at other stores, but it was comfortable. We wanted to go back to some of other stores to compare our new front runner against what we had seen elsewhere. We got the price of what the sectional would cost with the fabric that we liked. Before we left, Jesse ** (our salesperson) let us know that this next Saturday the couch would be 30% off! So we did the math in our head and said out loud that it would be around $3k? Jesse nodded in agreement.

I purchased a sectional from Bassett on 5/12/11. The total ended up being $6,518.04 (this included tax, delivery and their furniture "protection" plan). Basically, soon after I got the sectional, I noticed that the fabric would fray, leaving a piece of broken fiber. Honestly, I didn't realize this was a flaw in the fabric, because I had owned leather furniture for quite some time. Fast forward about three years. The fabric now is saggy and looks like an unmade bed. All of the back cushions have started to separate and look lumpy and are no longer comfortable. It's awful. I dealt with this for awhile, but decided to call when mother-in-law noticed how bad it looked and told me I should contact the store and see if/what could be done.

I would like to warn people about purchasing from Bassett Furniture. We purchased a dining table from them and a little over a year after receiving the table the finish began to wear off. I contacted the store where the purchase was made and was referred to a "customer service representative". The representative strung me along for close to six months telling me she was "looking into it" but never provided any solutions to the problem and only responded to me when I initiated the conversation. In disgust, I wrote a letter to Bassett corporate from who I never received a response. I went back to the salesman who sold us the table and he investigated and finally told me there was nothing they could do because the table was beyond the 1 year warranty when I first contacted them and since I did not buy an extended warranty there was nothing they could do.

Spent over $10,000 on living room furniture and from the day it was delivered in 7/2015. It has been a nightmare. We ordered and paid for extra firm cushions and a few were very soft. It took several months to get the correct cushions. They would send the wrong product over and over again. Meanwhile, we noticed that the cushions had indentions from where we sat. They finally got the correct cushions in and after one day of use, the "extra firm" cushions had the indentions too. After replacing the cushions AGAIN, the same indentions in the replaced cushions.

The dinette table has a flaw on the surface woodwork that showed up about 30 days after we purchased it. We contacted Bassett concerning the problem and they sent a man out to look at the table. Bassett called us this morning and says there's nothing they can or will do about it. We're very disappointed in Bassett after purchasing over $15,000 of furniture there this past year. Bassett is a very unprofessional company and does not honor their craftsmanship. Once they have your money, you are history. They could learn a few lessons in Customer Focus.

Purchased a leather recliner from Bassett for over $1200. Within the warranty period the color on the arm and several other areas was coming off. A service person came out and applied coloring to the leather and that covered the areas. A month or so later the color began to come off in other spots. The store manager said they would refund some of my money towards a store credit. I don't think that the quality of the leather is any good and that Bassett should check into their supplier. I also feel I should get a complete reimbursement for the recliner and they should take it back. I've bought other leather recliners and used more frequently and this has never happened. I will never buy any leather product from Bassett again.

I ordered a couch from Bassett Furniture in Jan. of 2015. The store service was good and it arrived on time & looked very nice. However after about three weeks, I noticed that the foam was losing support. I brought one of my cushions into the store and replaced the store model cushion with my (three week old cushion). I asked the sales people to compare the cushions. They were shocked at the difference. Bassett Furniture handled the situation by having someone come out and replace the foam. Unfortunately, they replaced it with the exact same foam (which lost support after 3 weeks again). After having the couch for a year, I am very dissatisfied. It is uncomfortable to sit on for more than 20 minutes. My next step is to buy replacement foam from an outside company.

I ordered a dining room table, four side chairs, two arm chairs, and a buffet - total cost about $6,000. They had the table and four arm chairs in stock. They did not have the arm chairs in stock. A comfortable arm chair is most important to me. Since the store did not have any of the arm chairs in stock, I tried other arm chairs from a different line. I was not impressed by what they had in stock. I was told by the salesperson that what I was ordering was superior and that if I did not like it when it was delivered that they "would make it right" and that I could return everything.

I purchased the Kennedy Sofa in the gray fabric. The sofa is a little over a year old and the fabric has frayed terribly. After a few months it looked tacky. I called and the manager sent a guy over to use a razor to cut the peeling off. He told me the fabric would "shed" and then be okay. Not happening -- the fabric looks as if the sofa is 10 years old! No kids -- just a grown adult using this piece. After this experience I would never buy Bassett again!

Leather sectional purchased from Bassett showed excessive wear. We contacted them and they said that they would send someone out to take a look. Someone eventually did and they proceeded to put dye on the affected area. Looked great for about 2 days, then back to what you see. Called the store again and they said since it was past warranty (it wasn't when we first started this). There was nothing else they could do and that leather was a natural fabric and this should be expected. WOW! I don't think cowhide comes dyed dark brown. Don't ever buy leather from Bassett, EVER!!! It won't last and they don't stand behind their products!

I went to Bassett Furniture in Greensboro NC to find a (sofa & chair). My consultant (Allison **) made me feel very welcome. She was very interested in my options and thoughts regarding all of the patterns they had to offer. I am hear to say, they look great and the furniture is extremely comfortable. My process from beginning to end was spot on between my experience with Allison and the delivery drivers I will definitely recommend Bassett Furniture in the future.

We were lured to what we thought was going to be a pleasant experience. We were approached by a salesperson (normal). Every recliner we looked at was priced, but with the wrong price. Everything on recliner was an upgrade. Several hundreds of dollars more, for what was displayed. I finally was answered about 50% off sale. You must spend $2000, on something else first. What a ripoff. It also seemed that the prices on recliners were bumped up quite a lot, to cover this bogus sale.

My credit has now posted to my account. According to the regional manager the problem arose as a result of a new administrative assistant and was a training issue which has now been resolved.

I was going to buy a leather sectional, but I went online and found the same one on another store's website for 1/2 the price. I was very disappointed that this store’s prices were so high compared to online stores.

I purchased a leather Bradford couch and leather recliner from Bassett Furniture in April 2014. I had it delivered at the end on June or early July of same year. I just noticed peeling on the recliner where the head rests. I have discussed this issue with a Bassett's rep and she is hoping to resolve this with a new cushion from manufacturer. This has happened just approximately two weeks after warranty has expired. Rep has been helpful, but I'm not pleased with the brand. Rep said they don't sell bonded leather, so maybe they need to double check with manufacturer to make sure of that.

In May we went in to order a table and chairs. We have been having difficulty finding a match at other furniture stores to our hutch which we bought from Bassett in 1999. We took in a drawer to the hutch when we went into Bassett. Immediately the salesperson said he recognized the piece of furniture we bought in 1999. He explained that the stain for the hutch was being discontinued by most furniture stores. However, they had the exact stain in a table that could be custom made. He took us to a floor sample and the table color seemed to match our drawer. We ordered the table.

My husband and I were shopping for furniture this past Sunday and visited Basset Furniture in Raleigh, NC. We walked in and walked around the entire store. Not one person said hello or asked if they could help us. As we were leaving another woman (who did not look like me- African American, needless to say) walked in and the sales person passed us to say hello to her. They also greeted others while we walked through the store. We decided we had had enough of the rudeness and walked out the door. I turned around and went back to the customer NO-Service desk where about 6-8 people were standing around. They all appeared to be white people. One black person was seated at the desk. I announced in a loud voice to be heard that we had walked around the entire store and not one person spoke to us, asked if they could help us or asked why we were there or not one word. I just want you all to know. They looked at me like I had two heads.

I was sold a "leather" sofa by Bassett. Their "leather" is actually "bonded leather" and the vinyl peels off after a few short years. If it were a $300 sofa, I would not expect it to last TOO long... but after paying over $1000, I expected it to last more than a few years. If you are looking for a sofa, look somewhere else.

I spoke with the company and they completely resolved my issue. Thanks very much.

I purchased my first sofa and loveseat from Bassett in Alpharetta, GA over 9 years ago. The set still looks great today and has held up incredibly well. I paid roughly $2500 for it. I purchased another sofa and loveseat last summer from the Bassett in Kennesaw, GA and the entire experience was a mess. I had a sense that the salesman wasn't the best and I should've acted on that and chosen to work with someone else. Yet in the end, I worked with the store manager and she was equally as unimpressive. The set I ordered in the summer came in a couple of months later with too many flaws: puckered stitching, the color was off, etc. After literally months of arguing because they wouldn't give me my money back I selected the set in gray (shown in photos); I ended up paying roughly $3k for the gray set.

We purchased $6500 of your living room furniture 1 1/2 years ago. We were in a rush to purchase because my daughter's wedding was approaching. We worked with a designer and she took full advantage of need to hurry. After living with this stuff I can truly say I hate every piece we purchased!

My family and I were unfortunate enough to visit Bassett Furniture to try and obtain good, quality furniture. We were going to buy but decided against it. The same furniture can be bought from stores like Brawleys and Biggerstaff for 50% less! Bassett is a money making racket.

Bassett in Rockville, MD is horrible! They sold us a defective piece of furniture not once, but twice. They then did not honor their commitment to replace it, even though they admitted fault. Originally they said they would replace it (with no time limit -- they closed their store to rebuild a new one). Then due to a delay on my part -- a major family matter -- I was delayed in coming into the new store, though I notified them of this. Initially the lady we dealt with said, "Come on in" (they had full records of our reporting the defective pieces and we had originally done so within the warranty period -- before they rebuilt their store) and then called back to say the manager would not let us pick out a new piece as I had waited too long to come back in to pick the new piece out. We are now having to take them to small claims court. I would definitively avoid buying any furniture there. I will never shop there again. Sorry to say -- Do so at your own risk!

We purchase $10000 worth of furniture (all custom). Used a designer who acted like I was inconveniencing her if I didn't have an appt. Returned a credenza (after three attempts to make finish what we ordered). Three attempts to get dining table correct. Not happy with sofa. Very uncomfortable. Can't wait until I can go back to La-Z-Boy and get a decent sofa again. BIGGEST mistake ever purchasing from Bassett. Had I read all of the reviews prior to ordering furniture, I would never have purchased a single item there. Never received an apology from anyone other than a manager at a location other than where we purchased the furniture. Told him I appreciate the apology but he's not the one who should be apologizing. Lesson learned. Go with your gut instinct if you feel something isn't as it should be or you get the runaround!

I was told to "listen" and that there is a process once furniture is delivered to the warehouse... when inquiring why nobody called me to tell me my chairs were in. The salesperson wouldn't listen to ME. I was not having chairs delivered. I was picking them up. They have been in warehouse over a Week. I still don't have them. Purchased them over 5 weeks ago. I should have realized this was not a good place to shop when we said goodbye 3 time to salespeople who were behind the desk... with no customers... who ignored us as we left after making a deposit. They may not have made the commission that day, but they still should have said, "thank you... have a great day... bye..." etc... I don't want these chairs now... but I will lose the 350.00 I put down. Never again. Bye bye Bassett!

I wanted to purchase a leather recliner that is advertised on the website. Unfortunately, when I went to the showroom, they didn't have it on the floor. I asked if they would be able to get one so I could sit in it (I have no interest in spending $2,000 on a chair that I've never sat in). They told me I would have to order the chair but if I didn't like it, I would have to pay a small 30% restocking fee. It's no wonder the reviews for Bassett are so low.

We spent $5k on a sofa and was directed into a fabric by the saleswoman. Within less 3 months the sofa cushions were pilling horribly!! Keep in mind it was in our formal living room and sat on less than 30 times! I took a cushion in to show the sales manager ** and he basically said "Sorry we cannot do anything for you!" You are a fool if you think they care about their customers! They don't! It is all about the sale and they are done with you! BBB really needs to dig in here and get them closed before they take advantage of anyone else!!!

Several years ago we bought two "leather" couches for our living room. We loved them. No issues until the past few months we noted peeling in many spots. We have been told this is due to body oils and will only get worse. We went into A local Bassett and they could not rid of us fast enough, they had no intention of helping us. We went to another local furniture store and got the real story. We feel duped. We will never purchase from Basset again, buyer beware!!!

Bought the sofa worth $3286.00 and its original price was $4,689.00. Within a year it started to crack and color fading. Bassett did not want to responsible for the quality issue!

Tell me if you think this is not discrimination? I have worked in the Fashion Industry for long time as a corporate designer and then I was an educator and a department head of a fashion department at a university for a while. Just recently I needed to work full time again so found this ad where they are looking for a design consultant for Bassett Furniture store so thought this would be perfect since I love interior design and done design consulting before. And the ad said "Previous Design and Sales experience is not required". This is basically sales job with high commission. I was very excited and made an appointment and went for an interview with the manager on December 12.

A couple of months back, we decided to purchase a new bedroom set for our home, a bedroom set that was selected very carefully after many years of searching. We selected one of Bassett's custom paint colors for our set in a regular finish rather than the Heirloom distressed finish which was an option. We were told that our bedroom set should arrive in about 4 weeks. The time came and went, no word on our furniture. We called to inquire and were told that delays were common during the holiday season, that the warehouse closes for a period of time and orders get backed up. We patiently waited 6 weeks. When we finally got the call that our furniture was in for delivery, we were also informed that our dresser mirror arrived cracked and would have to be reordered...at least 4 more weeks of waiting.

My house is full of Bassett furniture, which is why I chose to return to the store for two new chairs. That was a year ago. So far, chairs and ottoman were replaced due to flawed fabric. New chairs with different fabric were delivered. Cushions did not sit correctly in the chairs, was told the foam core was faulty, and that was replaced. New cores lifted each time someone sat in the chairs, so another set of chairs were sent out.

Bought a dresser from Bassett a few months ago. Sales rep was ok, not very knowledgeable about furniture or prices. We found a dresser we liked and ordered it. Came in 6 weeks later. I called to schedule a delivery. On the day of delivery, I called in the morning to verify time since I have to pick up my son. They said 3. They showed up at 4:30. Also, there was a scratch on it and the delivery guy told me the office would call me and send someone to look at it. He wouldn't take the piece back which is what I've experienced with other furniture stores. It's been 3 months, No one has called...

Given the amount of money I spent on this couch I expected a lot more. It smells. It has been two weeks and fabric or cushions still have a musky smell. It is not terrible but you cannot lay down on it and not notice it. Back cushions are wrinkled. Makes it seem like they took wadded up fabric off the factory floor to make my couch. It's the first thing you notice when looking at the couch. I may be able to take the covers off and iron them, but this is not something a customer should have to do. Seams are uneven. Not just a little uneven. It would be the first thing you notice about the couch if the pillows were not so wrinkled.

I am very upset and disappointed after purchasing the Bassett Warrenton Cocktail table (leather and Wood), along with a sofa, love seat, and rug approximately $3,000 total. Around a year and a half the leather on the cocktail table started to crack and peel, having only ever used a damp cloth to clean. I have a Natuzzi leather chair in the same room which I have had for at least 10 years and it has never cracked and peeled. I reported this to my Bassett Repair guy and Bassett Customer Service, sending images of the quality problem. Bassett's reply was "there is only a one year warranty on our furniture. There is nothing we can do!"

November 2, 2014, we ordered a sectional, using 1 of 2 fabrics available as options, nothing more "custom" than that. In addition, we ordered an accent chair. We were given an "estimated" date of arrival of Dec. 18th. That date came & went, only to find after making a phone call to the store that the sectional arrived in the warehouse with 1/2 of it damaged, and it had to be remade.

They definitely over-promise, and under-deliver on timelines. We purchased a bedroom set that is "stocked", and should be available within 2 weeks. Our sales guy told us upfront that their delivery time frame is within 30 days on everything (including custom ordered). Since we did not do anything custom, and it's one of their everyday sets it should already be on hand at the warehouse, and we should see it well within the 30 days. For the past 2 weeks, we've been told they are only waiting on the headboard to come in, and it should be there shortly. The update we received today (1/16) is that everything should be in their store by 1/26 (43 days after purchase), and then they can schedule a delivery time later that week.

I received my dining room set 14 months ago. It had taken me months to decide on a table and chair set because I really didn't want to spend $4,000 for a dining room set. However, after looking around we decided to spend the money so we had a "quality" set that would last us the rest of our lifetime since we are senior citizens. Upon receiving our set the delivery man noticed that the leaves to our table were damaged. We had selected their "special" hard finish and yet on the edges of the leaves it had areas of white film where it was not sealed properly. This should have given me a warning but the guy immediately said, "We'll reorder this as soon as we get back." So they took my table and leaves back so that the top would all match.

One year ago I purchased $10000 worth of furniture from Bassett with the assistance of one of their home consultants from their Plano, Texas store (now out of business). After less than six months I noticed the fabric on the couch was pilling, stretching and in places the fabric looked fuzzy. Knowing the Plano store was closed I went to another location at Midway and LBJ in Dallas and inquired about the faulty fabric used on my customized sofa. The representative at the store told me she would have a store manager get back to me. About a week later someone left a message on my phone and said there was nothing that could be done for me. I was told to get a fuzz buster at Walmart, vacuum and rotate my cushions.

My husband and I purchased two rugs in December from Bassett Furniture Mall of Georgia. One we had no issue with, but the other 7x10 was nothing like the image shown on their website. We contacted our consultant and here's a summary of the email and voice mail responses. "Email pictures for review," "the image is abstract and can't see any issues," "sorry you are unhappy I will come to your home to inspect," "I won't be coming to your home, my manager said nothing is wrong with rug, try moving the furniture around for a better view" (an attempt to cover the white blotches). We are very dissatisfied in the quality and customer service and can only offer a buyer beware!!

I hope that I am able to sleep tonight!!! I am due to have a sofa, recliner, two end tables and a coffee table delivered tomorrow between 9 and 11. I am scared to death after reading an hour's worth of nightmares!! Please let everything go smoothly! I don't have the energy to go through what some people have written. Maybe Bassett has considered all these complaints and decided to work on their customer service! I did have a slight problem just trying to nail down a delivery date. I was told I would receive the sofa within about 2 weeks and the rest would take the average of 30 days. Tomorrow will be 37 days and supposedly it will ALL arrive then. I was hoping for the sofa for Christmas but NO! I'm okay with it though, just hoping for all to arrive as BRAND new furniture with no problems. I just keep hearing the sales lady tell me to inspect the furniture well before accepting it. YIKES! I'm going to try and go to bed with positive thoughts!!

I told the design consultant GAYLA ** exactly how I wanted the sofa to be seated in my living room. I told her I DID NOT want it covering a window, etc... once it was custom designed and brought to my house SIX weeks later, it's the exact opposite of what I asked for! She just wanted to make a sale, then she came to my house as if she and some other lady could move this sectional by themselves...TOTAL CRAZINESS!

I purchased a king size bed and headboard from the clearance department of the Stoughton Ma Bassett store. I was told they misplaced the remotes to the bed but I could purchase them for an extra fee. I did so. It now has been over a month I have a bed and remotes but they will not work. I have talked to numerous people to program them. Some say it's the wrong remote. Others don't know. I'm disabled - I told the manager how important it was for me to be elevated. I keep getting strung along. I was told a tech would come out. Then no one shows up. I called and spoke to manager Carmen. I told her I was frustrated. She advised me she was far more frustrated than I was. I was told “You got it on clearance. You got what you paid for.” Then when I told her that was not what I was sold she said she was going to hang up on me and did so. I've called every number. I ended up in the hospital with chest pain that was only stress induced according to the doctor. I would never ever recommend this company. I need help.

My husband and I purchased a sofa and two overstuffed chairs from Bassett Furniture in Ontario, California. When they arrived one chair had a dirty spot on it and the other had flaws in the fabric. A corner on one of the pillows on the back of the sofa is rounded (the piping that is) and others are square. The pillows also have inadequate stuffing in them making them droop and not look like the ones we saw displayed in the store. Does this company even have a Quality Control Department?? How could these things not have been noticed? The skirts panels on both the sofa and chairs were uneven. Bassett sent a technician to our home to clean the spot on the chair and he said it could not be cleaned. The person we need to talk to regarding these things is always "off today", and no one else is capable of handling the problem.

Bassett contacted me and are willing to resolve this dispute to my satisfaction.

Beckham Modular - Excessive fabric pilling under 7 months of purchase. No warranty on pilling. Fabric still pilling after Danbury Ct. store provided us with a fabric shaver and told us the pilling would lessen. Store Manager was not helpful at all! The company did not resolve our fabric problem, and was not interested in checking into the track results of the fabric used.

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Bought bassett sofa and loveseat - believe it was the Spencer sofa and love seat. Had for 6 years, start of the 7th year it starts peeling. Called bassett - out of warranty. Now the loveseat is starting to peel. See pictures. Do not recommend or will shop bassett again.

We bought Sofa from Basset I-10 -on 8/1/14. We have spent more than $5000 with them all paid. After waiting for 30 days our sofa arrives and when it comes it is Damages; the legs are all scratched, they forgot to staple a part of sofa (that looks awful), they sent wrong accent pillow and has a stain. I call the customer service 8/29. 1st of all the lady is rude on the phone and she makes me take all the pictures of the defect and send it to them for their team to evaluate? What is there to evaluate? I said, "It is defective. Send someone over right away..."

I have much Bassett furniture in my home and I referred my daughter Lyndi to them. She purchased $5000 worth of furniture with her boyfriend Josh opening an account and adding Josh to it. She left Josh in Nov 2013 and took her half of the furniture back home, and tried to close her account to purchases but was told it had to be paid off first. On Dec 16, 2013, Josh used her account to repurchase what she took. When she found out, Bassett refused to cancel the sale saying it was legal, just as if she had bought it.

I bought a brand new table from Bassett and after 3 weeks the paint started to chip and peel leaving unsightly spots on our table. My wife only cleans this table with water and paper towel to dry it. When we called Bassett in Brookfield, CT they sent an inspector to look at the table. After 3 weeks we called Bassett to find the status. They said it would not be covered because it supposedly had a chemical reaction. I called the supervisor and gave them posts on blogs where people have reported the same thing happening to their tables. The supervisor said they only look at your table and not what happens to others. It is a shame. I thought buying American made would be of better quality but I guess I was wrong. This company will not stand by their product and their warranty is a sham. Other spot are starting to form all over the table and still Bassett won't do anything.

Purchased what I expected to be quality king size bed for $1500 and they used flimsy little particle board legs to support the underside, holding up the box springs. The legs never were very securely in place and eventually all tipped out side-ways. Consequently, the bed is very unstable and is also very creaky and noisy, waking me throughout the night every time we roll over. A visit to the store was very unhelpful but they DID offer to charge me more money to come out and try to see if they could fix their poorly constructed product. I noticed while in the store that all of the display beds had the same unsubstantial support system. I wish I had noticed it and realized the consequences BEFORE I bought this garbage.

Note - we are empty nesters, furniture used only by adults. First, we had great service in the beginning and were very happy with the designer who came to our home and designed a new family room for us. The look was perfect and we didn't mind spending the money. We thought we were getting quality furniture. Two years later, we noticed a small micro tear in the seat of the couch, and peeling in the loveseat. We call Basset. They said past the warranty. I said ok and called a leather repairman. The repairman tried to put a patch in but found it very difficult because more micro tears would appear as he tried to patch. He said the leather was extremely poor quality. He also recolored where the leather had been flaking but told us the area looked like it would continue to flake off.

I purchased bedroom furniture and dining furniture June 2nd in Cincinnati, Ohio that was to be delivered to Sarasota, Fla within 30 days. I was told I would receive a call in about a week regarding my delivery date. That did not happen. Within a 2-week period, I called to check on date and was referred to the warehouse in Fla. Didi could not give me a date until the furniture was shipped from North Carolina. I waited. Checked in again with her in another week. No info available. She agreed to call me at 2 different numbers when she knew something.

Milestone day for me. First complaint I've ever posted online. Bought two rugs, a recommendation from their designer who came to my home. Paid over $5k for both. I was unhappy from the start, tried to return them and they will not take them back. Called store manager, Mark. He was very rude, unprofessional, extremely argumentative, interrupted me through entire conversation (raising his voice) and twisted the facts. I will never do business here again. This company should not be allowed to sell anything!

The designer I used pick too big of furniture for my space. It is custom so no returning it. After I complained after the furniture was delivered she came by (1 week later) & said it's perfect! Didn't offer any other placement opinion and said, "You sign off on everything." Yeah but she did the measuring of room & furniture...

I purchased a custom table (I chose the shape, top color, leg style and color) with the Endurance finish... a finish that was suppose to be highly resistant to everyday wear and tear... NOT SO!! After 6 yr of just my husband and me, the top has areas that are dulling and a slight whitish finish. I've ALWAYS used a hot pad/trivet. Bassett says it's out of warranty and there's nothing they can do!! Will never spend that kind of money again to buy Bassett Furniture!!

I took a day off from work for delivery - only 2 of the 3 pieces of the sectional sofa arrived. The delivery man called Bassett in Paramus, NJ around 1:30pm and they said they'd get back to me. 2 hours later I contacted the delivery company myself, they tracked down the missing piece at a NJ warehouse and set up a new delivery time. At 5:30pm, 4 hours after the error and the first call, Bassett called to take credit for fixing the mistake! The representative then argued with me on the phone when I said I took care of it myself. She said they made the calls that fixed everything! Seriously?!!

It has about 8 yrs. since we have bought our furniture. We have a couch and two recliners. The recliners have had feathers coming out of it several years and they don't stay reclined. If you lean them back they don't stay. Not my idea of a recliner. Now for the BIG problem, the couch. After about 5 yrs the couch has become so uncomfortable I can hardly sit on it. It has lost it's fullness. I expect that to happen over years but in 5, really?? It is so bad I have to put a pillow under one of the cushions, but that doesn't help anymore. It is so painful my back becomes sore. For the price I paid for it I would expect to get more like 10yrs before it becomes uncomfortable. Never will I buy their product again.

I have purchased several items from Bassett and this table and end tables are unlike anything else. They show any dent or minor scratches even from your fingernail. I have been refinishing and repairing furniture for many years as a family tradition and have never seen something I could not retouch and cover the scratches. I am very disappointed in this product. The minor chip on the edge can't even be filled or covered up with anything. It just comes right off. They seem to have used a wax type coating that does not take anything over it or allow anything to be stained.

I bought the love seat and sofa near Toronto and paid $4000. The lining under the cushion starts showing a stain. I thought maybe somebody spilled something but the stain kept coming back showing white rings as they dry. I removed the cushions to see what was happened, big rings of some type of liquid was showing. Ask Bassett about it. They did not come to see and said they never heard of such a story. Now, they want to charge me $70 for a visit. Then I asked an upholstery cleaner to come look at it. They said it was the glue and that it will not come off after cleaning. Bassett has now ignored my calls. I owned this couch for 3 years. It is a real rip off. Never buy Bassett again. I want a new couch.

We purchased a couch, loveseat, two accent chairs, 2 ottomans. The couch and loveseat seemed okay. However, the two accent chairs are a disaster. Feathers coming out of cushion after 4 months of usage. Material is shredding and separating on both chairs and on the fabric ottoman. Repairman came and said we need to order new cushions. He stated the foot ottoman was normally worn... It looks 7 years old, not 5 months old. Plus we never put shoes on our ottomans. When new seat covers came, one had a hole in it, worse than my original cushion covers. After calling my local Bassett for a week and being told the service dept would call me back, which they didn't... I was told that they didn't have a service department. Why wouldn't they tell me that the first 3 times I called and left messages? Still waiting for replacement covers. Don't know what to do about worn-out foot ottoman. Will NEVER purchase anything from them again. Spent $7,000... The accent chairs aren't worth a dime.

I am writing this complaint on behalf of my 81-year old mother. She paid 1/3 down on a HGTV sofa at Bassett Furniture on Highway 59 on July 4, 2013 in good faith and was promised a delivery date of 5 weeks later. Their advertising states 30 days. She received a call after 5 weeks indicating the special ordered pillow fabric was on backorder and this would delay everything an additional week. She gave away her sofa in the middle of the 5th week anticipating delivery of the new sofa. We expected to receive the sofa no later than 6 weeks. On Aug. 30, I contacted Bassett who indicated the original salesperson left and there was a computer glitch and it was delayed further.

On May 4, 2013, after 3 separate visits to the Bassett Store in Kennesaw, GA, we decided not on custom pieces but to go to their next line down as the salesperson said the only difference is we would not get to choose different arms and cushion firmness and back cushion styles but the framework and makeup of the couch and love seat were the same along with wrapped cushions. Our furniture was delivered on or about May 28th and after barely 2 months, the entire couch sinks and the cushions are not holding up... They had an independent person come by along with the store manager to both say something is wrong with the couch. We returned to the store once again to view the spring and cushion that the salesperson said we would get as our cushions were not wrapped as she had stated.

I would not buy from Bassett Furniture again! In the course of my recent move, the movers lost a knob from my Bassett china cabinet. I contacted Bassett and not only was the salesperson (customer care?) not nice, not helpful, but she was downright snotty! Hate to use such a terrible word but I can't think of any other way to describe her. Eventually she told me that the line had been discontinued in 2008 and there was no stock. No stock where? Anywhere in the world? She sent me to a handle/knob distributor and the salesperson there was equally miserable. Don't they realize that it may be only one knob right now, but it may be a whole suite of furniture in the future? Anyhow, they couldn't help me either... and were not nice about it. Obviously I will have to replace all the knobs on the china cabinet and hutch and that will come to a nice sum. Fortunately, the mover will have to pay. I really tried to get a replacement for the one knob, but Bassett made that impossible.

I bought this sectional three years ago. I thought I bought the showroom sectional. The first day it was delivered, the cushions started unzipping when I sat on them. I called to complain and they said they would send someone out to fix the cushions. They never sent anyone out. The next problem I had was the clips that join the sections constantly fail. I recently moved to a loft that has 8' tall windows that get a lot of sun in the morning. The leather on my couch has been destroyed even though I routinely put leather conditioner on the couch. The leather has severely peeled away. At this point, it may be cheaper just to buy another couch. This was a $6500.00 sectional. I will never buy from there again. I don't mind paying for quality but that is not what I got.

I ordered a sofa after sitting in one in the showroom. When my sofa arrived (after eight long weeks!), the sofa seat was extremely high (more than 21 inches) and the back cushions were not the style that I had ordered. I had the sensation of being "pushed" out of the sofa, just as Helen mentioned. When I tried to return it, I was told there was nothing they could do, and that they had a contract. I told them I was contacting my credit card company to dispute the charge. They got very nasty and told me that if I wanted different cushions, they would "participate" but I would have to pay the majority. I told them after paying more than $2,000 for a sofa, I wasn't paying another dime.

I bought a sofa, chair and ottoman in Hickory, NC. I paid quite a bit for all these pieces. They were a classic style and I expected this furniture to last a lifetime since it was in a formal living room that gets very little use. These pieces also came with a "Lifetime warranty" for the frames. After about 12 years of extremely light use, the sofa frame completely broke when I sat on it. I'm a 125 lb. female. I contacted Bassett to inquire about the lifetime warranty in hopes that they could send someone to repair it. I was told that the limited lifetime warranty was only good for 7 years. In what world is 7 years called a "Lifetime" warranty? This is so misleading that I'm wondering if it's even legal. I will never buy Bassett Furniture again.

Our old couch was 8 years old, but still looked and felt great. We decided that it was time for a change and went to Bassett. One of their folks came out to give us an in-home design consultation. They showed us a pallette that included a light brown couch. They delivered a white one, and then fed us a line of crap that that was what we had ordered. We now have something that shows every stain and basically looks like it has been sitting in a college dorm room for a decade (the couch is one year old). The cushions look horrible. The cleaner they gave us if anything has made the couch look worse. We have a living room full of expensive and beautiful furniture, and a couch that is an absolute embarrassment. I am quite sure we could have gone to a discount store and gotten a better product. As an additional kick to the groin, we are told that since we used the cleaner that they provided, the warranty we purchased is null and void. This has been a miserable experience, and now we have to go out and replace a one-year-old couch.

If I could give this store less than a one star I would. I purchased a couch, love seat and chair from Bassett and the products I received were NOT the quality of what I viewed in their showroom. The cushions were not wrapped and consisted only of a thin slab of foam that didn't even fill the fabric cases. My purchase was absolutely bait and switch which I pointed out to the management and they didn't care. They said I had the right to refuse the merchandise upon delivery and I signed off on it at that time. I complained for months to no avail.

I purchased two large down sofas, for over $3500.00. The following comments should be noted: After hours of design and ordering, signing the design printout to confirm, they brought the wrong furniture. It was small where I had paid for large, three cushions where I had ordered. Sofa was not only wrong, but terrible terrible quality. It had poor seams, uneven cushions that do not fit together where they meet. I wanted a super comfortable sofa, so upgraded to down. They wrapped cheap foam cushions with thin white fabric and stuffed large feathers with long quills in the covers for the bottom cushions.

I got caught in a discontinuation and a new style design. They discontinued a couch (that I received in May) in January 2013. I got the old version when I thought I was getting the new version that I saw in the showroom. I don't want this to happen to anyone else. I could get no customer service out of the store (my sales person Tina) and could not get anyone to come out to my house to see the sofa that I DID NOT ORDER. I tried through various means to come to this knowledge that I got the discontinued version somehow when I thought I was getting the new version. However, no one is going to do anything about it.

I sat on their showroom sofa and liked it. I choose my material and paid over $2,000.00. When the sofa arrived, it was not like the one I had sat upon. It is very uncomfortable as the back pillows were so overstuffed that it pushed you off the couch. The springs were not right on one back corner and it would not support you. I have written letters, gone to showroom and talked to manager all for naught. I have had many phone calls and one man who spoke hardly any English come out, ripped open a pillow, and took a bunch of stuffing out and said fixed. I was even without the couch for them to take it to their shop and supposedly fixed it. This has been a nightmare and I have a very expensive couch that is uncomfortable and I hate it. I have begged for them to take it back and return my money, but to no avail. NEVER BUY FROM THIS COMPANY!!!

We purchased one Bassett king size bed with storage space. Only one week, our mattress started to be wobbly because the bed frame support bended. We called Bassett and complained about it. They said they could put flat wood on top but it turns out the plate also bended after one week. We complained again, therefore, they said will change footboard for us which comes with more support? They then changed the footboard without storage and added one box which they said cost about $300! It turns out we have no money back. I got the same thing but without storage which cost much cheaper on their website (about $600 cheaper). It turns out they said we have no returns even?! The bed frame only comes with three support bars in the middle which is worse than the storage one and they said we cannot change again.

We purchased a leather sectional and 2 matching recliners; we paid top dollar. They still work great. They’re not torn up but the leather has started peeling in several places. We purchased the extra insurance but they said its wear not torn up, so they don't cover it. No one will stand behind this. We will never buy Bassett again.

In May 2007 my husband and I purchased a leather sofa, chair and ottoman from the Bassett Galleria in Mount Pleasant, South Carolina. We paid top dollar for these pieces. I so wish I had reviewed this website first. It seems I am not the only one making the same complaint. The so-called leather is peeling away. I am sick about this. My husband and I are retired. There are no kids in the house. The furniture is in our formal living area, which we barely used. I contacted Bassett, sent them pictures of the furniture and nothing. I will never buy Bassett again.

On 05/03/13, I saw a wonderful baby crib and dresser on Bassett Baby website. I purchased the set assuming it was in stock and would be delivered soon, the reason being the website did not say it was out of stock or wait time. After I purchased it online, I received an email telling me to refer all questions and delivery time to a local Bassett store in Torrance, CA. 3 days after the purchase, there was nothing, so I called the local store and was quoted a month before they can deliver. Our baby is due within a month so I asked for a refund.

I received the end table and coffee table from Bassett. Tops of both pieces had multiple worm holes. Bassett indicated that this is just "distressed" part of the product and would not exchange the pieces. These pieces are not "distressed"; they are just poor quality. Don't buy.

My wife and I went to Bassett to buy a few pieces of furniture, but honestly didn't feel comfortable with the sales. They seemed to have a bit of an attitude, which for me is something that a salesperson shouldn't have. Anyway, I ordered a few items from Bassett: a couch, coffee table and a queen size bed. At first, they told me that it would take 2 weeks for things to be delivered; however, they must tell people that it would take a month. Well, a month almost passed by and I didn't get the couch. I went to the store to inquire! They checked and said, "Oh sorry... it looks like your delivery will take another month because we were out of material!" That meant 2 months for me without having a couch. It also meant that I had to cancel a small get-together that I had planned!

So we finally got the Cosmopolitan king 4 poster bed, but the headboard had a crack on the back and only 3 2" boards to support the mattress. I sat on the foot of the bed and the foot support board broke. The tags and the wood say made in Vietnam (not a big deal to me, but the sales department talked about how everything was made in America). The back of the headboard does have particle board, but the bed does seem to be solid wood construction. It's beautiful but a big disappointment. My husband is taking the headboard back tomorrow (we picked up the bed rather than having it delivered). We'll see how the store handles it.

Sofa and chair and half cushions are extremely saggy despite having bought firm cushions. The company says I'm out of luck. The furniture was $3,500 and $1,500 respectively. I hate how I was had.

Three years ago, we purchased a "leather" sofa and two recliners from Basset Furniture in Austin, Texas. This was only part of a larger purchase. We also purchased the Guardian Warranty. The "leather" has a top layer that is peeling off the surface. With normal use, these chairs and couch are unsightly and were very pricey. We've not been pleased with the customer service and runaround to date. We'd love to resolve this with the local Basset store where we spent our money but have been redirected to a person in North Carolina who never answers the phone and is slow to return messages. A leather repairman was sent to look on behalf of either Guardian or Basset but we were told that this is not repairable.

I have made 3 purchases from Bassett over the years, a desk and credenza for my study, a wall unit for my living room and a sofa. The computer drawer on the desk fell apart, but I blamed my family and just let it go. The moldings on the $4,000 wall unit disbonded after a few years; I just let it go and repaired it myself. But today, I found that my $2,000 sofa is falling apart after 2 years and 1 month. I called them and they told me I was out of luck as I didn't buy a furniture warranty. I didn't buy one because I know how to treat my things, and I should not have to warranty their crappy furniture against their poor quality.

I bought a Bassett Newbury Loveseat and Sofa from Bassett because I thought they would be really good longlasting pieces of furniture. When the furniture arrived, the Bassett delivery man commented on how easily the leather scratches on these sofas. He was right. Within a week of normal use, there were several noticeable scratches in the leather color. I called Bassett back to share my concern and desire to return the sofas because they were not going to last. I was told there would be a 40% restocking fee if they would even accept them back. Bassett sent a leather expert look at the sofas and they determined there was nothing wrong with them.

I recently purchased around $3,500 worth of items from Bassett. Luckily, from what I'm reading in the reviews about quality, I'm thankful my purchases are located in a formal living room and will get virtually no wear and tear. I am very upset about the price of the area rug I purchased. I paid $669 for a 5x8 area rug and found after my order that I could have purchased the exact same rug from Home Depot for $299. The 8x11 could have been bought for $639.

In early February of 2012, I was working with Bassett's Wool Rug sales rep and Interior Designer (Tukwilla, WA) to identify appropriate colors to match current living space. We looked at the stock items at store and then traveled down to one of their rug suppliers. I identified 4 wool rugs (2 needed to be made) and agreed to pay deposit charges on all 4 with pads. I was given a 6 to 8 delivery time on the 2 rugs that needed to be made. To try and make a long story shorter, after multiple calls and stops into the store to communicate my frustrations and disappointment to the sales team, designer, manager and owner, I continued to get nothing but empty promises. During this process, being a glutton for punishment, I ordered a number of tables, another rug and a painting. This was another strain to perform as you would think a business should, as I had billing issues (They wanted more money than they invoiced.) as well as delivery issues and after taking my money then informing me multiple items weren't available or have extended deliveries.

I purchased a walnut leather recliner sectional, model numbers 394823MW, 394821MW, and 394838W from Bassett Furniture. One of the recliners is stuck in the reclined position. My warranty is one year on labor and five years on parts. I called Bassett's customer care and was informed that they could not replace my damaged mechanism and they do not have any compatible parts because the manufacturer, Franklin, is no longer their customer. I am their customer and I need my sofa repaired and my warranty honored!

I bought a couch from Bassett a few years ago and within 3 months, the seams started busting apart. Since it was fabric, I decided to mend it myself, vowing not to go back. Well less than a year ago, I saw what I thought was the perfect counter height table and chairs for my kitchen. Forgetting my former pledge, I bought them. The quality was not as good as in the showroom. The finish on one of the chairs was messed and they didn't seem as sturdy, but I was okay with that. After all, it's just the two of us now and we would not be using it every day, just for the occasional breakfast.

I contacted Bassett for repair of an office chair (wheeled) in early July 2012. I personally brought the chair to the store. It was duly noted at the store. They said they'd contact repair and send someone out. The person showed up about 8 weeks (and several phone calls) later. He ordered the needed part. He came back about 3 weeks later. He broke one of the wheels while “repairing” the part. That was 3 weeks ago. After 14-15 weeks, the chair is still not repaired. I have logged countless phone calls to Bassett. This is the second chair that broke. The first was a recliner. That was about 5 years ago and they showed up promptly. Something has changed. I feel as though Bassett just does not care.

Do not buy a leather love seat from Basset. Two years ago, my wife and I purchased a leather loveseat from our local Basset dealer, which is now out of business. The quality of the sofa was terrible. The front face of the two seat cushions isn't actually made of leather. It appears to be some sort of synthetic leather material with a fabric base. The front of this fabric has peeled off almost completely and the entire sofa is ruined and unusable. Even the real leather portions of the sofa are cheap, easily scratched and stained. My wife and I would never purchase anything from Basset again and we strongly caution any other potential consumers to stay away from this brand.

Last year we ordered a bedroom set. We were told 30 days but it took 4 months to get all the pieces. When the last ones came, one of them was not even what we ordered - it was totally a different piece. We were told we could return it for a hefty restocking fee, even though we ordered a totally different piece. By now, the piece we wanted was already discontinued and no longer available. We love the set but hate the hassle.

Four years after purchasing a Hudson leather sofa and a Hudson leather recliner at Bassett Furniture Direct, Jacksonville, Florida, the leather started to peel off. Both were from the Bassett John Elway Home Collection. I purchased a Guardsman Elite Furniture Protection Plan on both pieces, but they refused to replace the furniture. I was told by the salesperson that I was purchasing "top-of-the-line" leather furniture. That's a joke! I'm surprised that Bassett is able to stay in business selling this kind of junk. Do not purchase anything from Bassett Furniture Direct.