Bassett Furniture Direct Reviews

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Unfortunately, we were unable to see the stains on the chaise lounge due to lighting in the family room at the time. A few days after we accepted delivery, we contacted the sales rep and let her know that this could not have possibly been the sectional that they had on their showroom floor. It actually had two stains on it and the seams on most of the cushions were crooked. They were puffed up in the middle on a few of them; so they would not sit flat.

The sales person gave me some cleaning instructions which did not include using a special product that is recommended by the manufacturer. It did not work any way. After two months, the overstuffed warped cushions did not settle down. They were still uneven and didn't sit flat and still puffed up in the middle. I then contacted the store manager.

We paid $2500 and are not enjoying this furniture as we hoped we would in our first new home. We are embarrassed and had to move it to another part of the room to minimize my frustration with the purchase. We, too, thought we were buying the best but were scammed instead and they know it.

Things started off pretty well with the delivery of the Hudson recliner which took only about a week to deliver. I love the chair and it is in great condition. Later that same week, I was contacted by Kylie advising me of the delivery date for the dining room items. We scheduled a time for delivery and they showed up about 10 minutes before the four hour window I had been given expired. Out came the table; out came the chairs; out came the bar stools but no china and no hutch. Needless to say, I was pretty disappointed because no one bothered to tell me the delivery was not being fulfilled completely. And even more disappointing was the fact that 3 of the 4 table legs were either visibly discolored from a bad stain job or they had damage from being in the packaging box. Most of the chairs had a poor stain job on the seats and the edges had little to no stain at all. For more than $5000, I expected my furniture to arrive in immaculate shape.

We promptly took pictures, called the store and they made arrangements to order 3 new chairs and 3 new table legs. The most frustrating thing was the fact that the china and hutch were back ordered and would not be delivered for another 3-4 weeks. Well, we sold our china cabinet under the pretense that we would be receiving the new one and all of our china has been sitting on the kitchen counter for more than 6 weeks now and we still do not have our hutch. It was scheduled to arrive with the china base almost 3 weeks ago but when it arrived to the store, they called me and told me the doors were not in good working condition and that they were sending it back to the factory and ordered me a new one. Three weeks later, I am still waiting. We've had to cancel Easter dinner at our home, avoid having company over because china is all over the kitchen and I can't be more disappointed in the service we have received for spending so much money.

If anyone is looking to buy furniture, I would urge them to stay clear of Bassett because your experience will be filled with lots of disappointment and frustrations. When you pay top dollar for something, you expect excellent service. There is something truly wrong with the way things are being produced in the warehouse and packaging is a complete mess. If you are reading this review, please trust my opinion and shop elsewhere. I wrote this review because I would never want anyone else to spend the kind of money we did and have to deal with the problems we have encountered.

My husband phoned Bassett Furniture in Middletown, and left a message with them to have the store manager contact us. A few hours later, the store manager, Mitchell **, informed us that we had 2 options. We could have the furniture repaired or wait 2 to 3 weeks for a new armoire. I asked for a refund of our deposit but was informed that that was not possible, so I agreed to wait 2 or 3 weeks for another armoire.

Today, May 13th, the furniture was delivered as promised but unfortunately this time the dresser had a nick and three dents in the front right leg and once again we did not accept delivery of it or the headboard, foot board and armoire. Once again, we phoned Bassett Furniture and Mr. ** promptly called back. When I asked to have our deposit refunded, he informed us that although he had not seen the damaged dresser, he knew that it was not damaged and could not understand why we would buy furniture that we did not want and that we could not get our deposit refunded. Since he insisted that the dresser was not damaged, I informed him that I had taken photos of the damage to the dresser and that perhaps it would be productive if he looked at them before asking us why we would purchase furniture that we did not want. I sent him an email which contained the photos and he called me back and informed me that the issue with the dresser could be rectified in 10 minutes with a minor repair. When I asked Mr ** to speak with his boss, he said that he did not have one and that I was being unreasonable. At this point, I ended the conversation as it was apparent that the problem was not going to be rectified unless I took further action.

It does not seem unreasonable on my part to expect that new furniture not show up damaged not once, but twice. It does not seem unreasonable of me to get my deposit refunded as Bassett has clearly demonstrated that they are unable to deliver our order without including pieces that are damaged. Our daughter has no bedroom set and sleeps on an uncomfortable couch which is hurting her back.

My concerns are if this is a normal practice since I don't seem to be the only person this has happened to. With computers and other devices to do the math for you this should not occur. I could see if this was a mistake under $50.00 not in the tune of several hundred dollars. If a company makes a mistake, it is their responsibility to rectify it or at least correct it within a 7 day period not weeks later. If the customer receipt shows paid in full then this should mean that the required payment for goods has been satisfied by both the retailer and customer. If a mistake is made then this needs to be discovered quickly and notify the customer of the error.

The cushions on the chairs make me sit so low at the table that the table top is above my chest. I only weigh 105 lbs and I sink into the cushion so that my bottom is below the base of the seat. It is completely inadequate.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

4) furniture alignment is not good.

We called Customer Service who sent a guy to look at it. He was okay, took pictures and notes and then tried to fix item 3) which I told him was a waste of time as he had to fix 1) & 2) also to save his time. "Okay," he said and off he went. There was no response from Customer Service for several weeks so we called to see what was going on. They said they needed to send someone out to look at the furniture. We told them they already did and had everything they needed. Apparently, they never got the details.

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

We'll wait and see what they put as the next steps but, as it stands today, I would not recommend you buy from this store. Go to Macy's where their customer service is far and above what anyone could ask for.

One of my dogs is Mr. Marks-a-Lot. He was seriously abused in his former home. All of my Bassett furniture is impervious to his urine, even the finish on the tables hasn't been affected by his repeated assaults. Unlike others on this board, I am 100% satisfied with the quality of my Bassett furniture and with the experience of shopping at Bassett in Grand Junction, CO and Salt Lake City. I am not an employee or agent of Bassett Furniture nor do I have any relatives or friends who are.

About 14 months after delivery, the fabric on the footrest was wearing out and the cushion had flattened out. I called Bassett and they would have nothing to do with it because it was after 1 year warranty. I called and fought with them many times. How does a furniture store sell furniture that that they can not stand behind? How does John Elway endorse furniture and put his name on something like this? That was the first of many problems. Metal came out of the frame in the back of the recliner, after they finally replaced the cushion. They walked away from that problem. I have to repair that on my own. Now my new problem is the parachute pull to recline the second reclining chair came off and again, I have to call for repair.

I did not need to spend almost $4,000 to have this quality. I could have spent a fraction at Bob's. Bassett is a horrible, horrible furniture store. Once they make their sale, they walk away and will have nothing to do with you. Their administrative staff needs to take a course on being people-friendly and how to treat a customer. They are all very unknowledgeable. I have never been so upset with any retail store.

The fabric is not expensive. Even at retail, it is only $58. This salesman and store manager are taking advantage of their customers. They got paid in full and then become totally unavailable when there is a problem. They created the problem with their incompetence and should be the one looking hard for a remedy. Time, money and energy, what a fiasco!

So needless to say, there was no delivery and no phone call from anyone at Basset's stating this. We went into the Tigard, OR store on 7/8 and neither Raymond or Jeff, the sales manager, could inform us of a true delivery date. We are therefore sitting on dining room chairs in our living room. Jeff informed us he would check the manifest on Friday to see when our couch & ottoman would arrive and let us know - to no avail; no phone call from Jeff. We did receive a call from Cindy informing us that Jeff did authorize a $210 refund for compensation. We assume it is for monetary guilt, not only for the delay of our new furniture but also for the non-delivery of temporary couch from stock that was promised by Jeff which did not happen; therefore we're still sitting on dining chairs.

On 7/19, with still no phone call, my husband went into Bassett's and talked to Raymond. He was very flippant stating our couch, chair & ottoman could be here next week or the week after, which is incredible, that 2 people in your Tigard store are not aware what is happening with customer orders. Would this uncaring attitude have prevailed if we had not paid in full?

Top Line delivery called on 7/20 informing us that our furniture would be delivered 7/23. This was not acceptable but they did accommodate the delivery date and time for our convenience of 7/22. Finally, someone who not only kept their word but also their promise - but lo and behold when delivered, there was no chair. Once again, there was no phone call from Bassett's in Tigard informing us of this - so our weekend dinner guest had to sit on dining chairs in the living room after dinner. The next contact, we received from anyone at Bassett's was on 7/29 from the warehouse man informing us that our chair had arrived and delivery would be on 7/30.

On a final note - my husband is a very successful salesman who treats his customers with utter respect, hence his success. He is very informative, constantly in touch with delivery dates, times, problems, etc., and informs this customers. I, myself, am a truck dispatcher for deliveries and pick up times and I am able to inform my customer daily when he can expect pick up and delivery of their products. They would be livid if I had no idea when they could expect delivery - unlike Bassett's. We were told they had no idea where their truck was - unbelievable. Needless to say, the most inexpensive but the most effective advertising is word of mouth and trust me, when asked about our experience with Bassett's, no comment!

First, when I entered the store, I was followed around by a salesperson who would not let me just look around by myself. She told me that she was a designer and would come to my home to measure and look at the colors to make sure it would fit and the colors would work. That was my first mistake. I did not know she was actually a laid off college professor of Human Resources with no official designer background. Items were chosen and fabrics were suggested to me. The designer came out to measure for the sofa and chairs, because I was not sure it would all fit properly in the room. She insisted it would and she even brought out another designer to help her measure and decide.

A presentation was made showing all the furniture and fabrics on a board with a computer scale made up with the intended layout to ensure that it would all fit properly. The furniture finally arrived and Camille was at my house to accept the delivery. She placed all the items where they were supposed to go according to the diagrams she made and her design. The sofa was too small for the one wall and should have been a regular sofa, not an L-shaped sofa. It looks like it was their loft sofa placed in a home with 20-foot ceilings. It does not fit correctly. The two chairs are huge and do not fit in scale with the sofa and room.

The mirror did not fit in the intended location and had to be moved to the foyer area leaving the portrait that was intended for the foyer area to be placed in the dining room, where it does not go. The other picture was moved to another location to accommodate another piece that did not fit in the area it was supposed to go. The coffee table was part of a matching set of an end table and a buffet, but the oval table was too big. I was told it looked good and to try to get used to it. Finally, I said that it had to be changed to a round coffee table at which time I was advised it did not come in the same style to match the buffet and end table. but she said she had something similar.

So I returned the oval table and was offered a credit (which I have yet to receive) to change to another table which is nothing like what I originally had. I still wanted to keep the end table since it matched the buffet but the "designer" said it would not go and I had to change it too. So I got the matching end table to go with the alternate choice of a coffee table. This was not what I ordered originally or what I wanted. It is what I am stuck with.

The new tables were delivered with the glass tops chipped all around the table. I could not believe they would send something out in this condition.They did give me new glass tops. I have tried to get used to it. I hate it. I also did not receive this refund yet for the end table either. The fabric that I was steered to for the living room and dining room chairs was an orange velour which was paired with a silk inset. The two textures did not go together, and the dining area looked like a Halloween display with everything placed differently just to make it work for Bassett.

The designer knew it was wrong because when it was delivered, she immediately started to rearrange it all without my having to say a word. She was trying to convince me that this would work better. Rather than argue, I lived with it for a while until I could not look at it any longer. After my friends would look at me in disbelief, then I contacted them to complain that I hated it and had to change the fabric. I wanted to change it to the silk fabric that I originally wanted and asked them to bring it out so we could see how it looked.

The designer talked me out of the silk fabric and insisted the velor would work better on the dining chair seats and the back of the living room chairs. I was planning to purchase the fabric from Bassett and bring it to another upholsterer to fix for me at an additional cost to me. Not only did they not offer to order it at no charge (I did not think I had to ask for that under the circumstances), but they charged me full price for the different fabric - not even at their cost. They made more money on their mistake. I then told them I could not live with the round mirror sitting on the floor. It just does not go anywhere else than where she planned it to go and since it does not fit there and I can no longer change anything else around for them, I wanted to return it.

Emile, the store manager, finally came out to "theme" my house was ... what motif? After a long pause, he said, "Transitional," maybe transitioning from bad to worse. I really was upset with him for not accommodating me when I made "suggestions" that things were not right and I was not happy. When he was there, I asked him to help me unwrap a rug that was delivered from them for the living room and he said he would help lay it down. He unwrapped it and started to place it in the dining room. I told him it was supposed to go in the living room. He said that it did not match the living room and I said that was where Camille had it placed in her presentation board and I purchased it based on her recommendations.

He said that it definitely would not go in the living room and I agreed, and instead of just taking it back, he suggested that we place it under the dining room set. So I did. I tried to live with it too. It would not be what I would pick for the dining room, but I can endure it since it seems that Bassett does not take anything back other than damaged stuff and then you have to wait for the new piece.

I am stuck with it all; $20,000 worth of furniture that does not fit, was placed in places that I do not want it to be and where they nor I designed it for, and for items that were damaged and still not repaired or replaced (the console upstairs in our office, which is bowed and wood pieces are falling off and it is still scratched from installation and never repaired). I am left with $20,000 of furniture that I hate and I later found out the the designer had no designing experience. She was a professor of Human Relations for a college and was laid off and came to Bassett to work as a designer, with no background. She has since returned to her original profession and I am stuck with her original design.

I wish that I was just left alone to walk through the store to pick out what I wanted and measured myself (which I did when I questioned it, I was told it will work). Their computer never makes mistakes, I guess. I want the console replaced and I want the sofa and chairs taken back. They do not fit the room. If these two items are removed, I can work with the other items in a different way to make it work. But it cannot stay the way it is. It is hideous. I also want my refunded money for the difference in the end table and coffee table that was changed to an item of lesser value. If I don't get satisfaction, I will hire a moving truck to dump it all in their parking lot and will make such a scene. I have been quiet and patient and accommodating.

I was a caregiver for my 86-year-old father at the time of all this, so I did not have the energy to continue to ask for this to be rectified. I gave up. Now my dad is gone and I am left here sitting, looking at my new furniture that is not anything that was originally designed or what I asked for. If I have to, I will find others who have had the same experience and it doesn't look like it will be difficult, and we can have our own drop off party in their parking lot. How about that? I want someone to take responsibility for the people they hire, someone that had no business or qualification to design my home. I trusted these people. This is misrepresentation at its worst.

We would like to wash our hands of the entire thing and return everything for a full refund. The corporate office told us the store would be the ones to make that call and talk to about a refund. We had talked to the store and they said all sales are final and refunds require a 50% restocking fee! Ridiculous. They have not held their end of the agreement. We are completely unsatisfied and Bassett seems to accept no responsibility for their mistake aside from refunding the $99 delivery charge (gee, thanks). This is a very frustrating experience for us, when all we wanted was some nice furniture to help organize our small business, and now have become even more unorganized due to the lack of customer service from what we thought was a reputable business. We pride ourselves on customer service for our work and cannot believe when putting such an investment in another business, we would not receive the same care. Apparently, we are not alone in our struggles with Bassett.

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

The attorney who represents American Express Platinum Card has run into a wall as well. Our contacts with their so-called customer service person boiled down to her insisting that Bassett measures things in an idiosyncratic way. Length is not end to end. I discussed this with fellow designers and architects in design, and just regular friends; and not a soul believed length is anything other than one end of a piece of furniture to the other far end. Bassett thinks otherwise, and the saleslady assured us the piece was 70 inches long and by so being, would just fit our 71 inch space. The manager, the Bassett factory, and whatever office people we have never met, all seem to think otherwise. Evidently, I need to pass along a new fact of life to the American Society of Interior Designers (I am an allied member) so we all know that length is what the world thinks, and then again what Bassett thinks.

Totally disreputable and disagreeable to deal with, consumers watch out! They have a bizarre little formula and will put on your spec sheet that a piece is x inches long, but they tell you later verbally, “Oh, that would only be that big if you had ordered a clunky add on detail, but we still define it as x inches long.” Hello. The absent inches when the real piece shows up means that if you don’t mind sitting on pure air, you will be fine. Otherwise, if you want to sit at either end of a 70 inch sofa, plan on falling on the floor. What a snow job.

The end-user, my husband, who has four painful discs in his back and wanted something to lie on, is stuck with a $2,000 tab for a piece he can't begin to fit on unless he sits bolt upright. The service gal wanted me to photograph myself holding the tape measure to prove that their 70 inch sofa was only 58 inches long. Um, I have a PhD so I think I can read a tape, and I also went to design school. The saleslady, who knew the purpose and why and assured us it was a 70 inch sofa, is probably having fun with her other customers as is the boss. We may pick up the dispute again, but frankly, after four months of waiting for a resolution, we hope Bassett just goes out of business and is a deserving victim of the miserable economy.

The furniture is mediocre anyway. Now we finally read the consumer complaints from numerous others, I guess we were just dumb enough to get taken because we were desperate for a piece of furniture; and it didn't even arrive in the contracted schedule. At this point, my poor husband and I never want to hear of Bassett again. This baby is going to be a write off in the grand scheme of life. And since we only went for a mediocre piece since the husband wanted to replace something in a hurry and not wait until perfection (aesthetically) was found, so much for ever considering these vile people again unless our attorney has a need to have us tough out more annoyance.

She went over and told a lady sitting at a table what I was looking for. Her response to me was, "Well, what is the price that you can get it for in your area?" She caught me off guard with her question, as it seemed obvious that she was trying to determine their profit margin... which is fine from a business standpoint. I said, "No, I don't want to tell you their price. I just want to know the price you can offer." I did not speak rudely. She said, "Ma'am, our owner spends a lot of money to bring in designers to work with people and make our store look nice. We are not that kind of store."

I was confused and said, "What kind of store, we just want to get a better price." She said, "Our customers are not like that." I said, "All customers want to get the best price they can." She said, "Not our customers." I said, "You won't get very many customers with that kind of an attitude." She said, "We don't need your business." My sister ask the woman her name and she asked her why she wanted to know. My sister said, "So, I can contact the owner of this store.' She said, "I am the owner."

I am still in shock as to how we were treated. As we walked out of the store, we realized we had been stereotyped. No, we are not black, but I received a very small taste as to how the stereotyping feels. See, we had been cleaning my sister's house and went out to get something to eat. So, we had old clothes on and did not look very presentable, let alone look like we had money to spend. My husband's comment to me as I told him the story is so true. A business does not usually fail due to the product, but its management and sales people.

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

loss of money and no product

They have not changed and it is the most uncomfortable furniture we have ever had. I truly feel that the sofa was ordered wrong. On your Bassett Upholstery Features paper work..it states COMFORT..Exceptional comfort is achieved by the right combination of back pillows and seat cushions. Whether you prefer your support FIRM or soft, you'll find what you're looking for at Bassett. We are very disappointed in the ladies we delt with at this store except Jill E who is a very sweet lady. We want to have our pillows replaced so we can use our lovely but very uncomfortable sofa. Thanks,

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

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

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

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

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

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

Problem 2, our end tables did not come and its now July and no one has an answer for me. The store i bought the furniture at, doesnt pick up the phone anymore and the warehouse store never returns any of my calls or my wife's calls. They keep telling us a manager will call us back very soon and that has yet to happen. We just need an answer where our end tables are and if they are actually still in business.

This is the most rediculous company i have ever dealt with. I have gotten the run around so much from different employees telling me different stories. A call has been made everyday this week and we have yet to get a return phone call back. Its very rude to be told 1 thing and what actually is happening is another. Do not order furniture from them cause you will never get it and you will never get an answer from the highly educated people that work there.

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

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

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

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

After the attempt at repair was made, I spoke with Marilyn Giordano, supervisor for customer service, and I told her that if the replacement headboard was delivered with any flaws that I wanted to return the entire purchase. Marilyn agreed to the arrangement. A new headboard was finally delivered on 10/12 and was found to have a considerable scratch in the finish. Despite Bassetts claims that I couldve refused the headboard, their sales contract states that the customer carefully inspect the furniture for damages upon delivery. In the rare event that damages are present our driver will annotate your invoice. It does not give the customer the opportunity to refuse the item.

When I told delivery person that the headboard was dissatisfactory, he attempted to fix the chip by using a paint marker (again, very professional). When I saw that the repair wasnt working, I told him I was dissatisfied with his attempts at repairing it. I was informed to contact customer service which I did immediately. Driver also stated that he did not have any order to return anything other than my original headboard back to the warehouse. The driver also stated that the repair attempts on the previous headboard looked terrible. I contacted customer service about the defect and they told me that they could send out a tech to fix it. I told them that I didnt want it fixed since the repairman couldnt repair it properly the last time and that I wanted to return everything.

When I spoke of the arrangement made with Marilyn, I was informed that Marilyn was no longer with the company. Customer service told me to contact the store for a return and when I spoke with the store manager at the original purchase location, he instructed me to call Richard Dacey, who is the General Manager for the stores in New Jersey because he is the only one who could authorize returns. I would later find out he is actually the owner of this location. I left him two voice mails and also sent him an email, both of which went unanswered. I also left a voice mail at Bassetts corporate consumer affairs and never received any response from corporate about the complaint either. I attempted to go through the Better Business Bureau with my complaint, but all they do is collect the complaint and forward it to the business.

Bassett wrote back stating that their policy on the back of the receipt gives them the right to repair or replace on the furniture. Just how many times do they get to repair and replace? Basically, the terms of their contract are unconscionable (important to remember). In December, with the help of a lawyer I work with, we contacted customer service again. Apparently having a lawyer call them seemed to shake them up a bit. The customer service person informed me to send a fax to Richard Dacey (owner) and he would get back to me. He eventually did call me a few days later and left me a voice mail.

The voice mail was mostly sarcastic in tone and he also left a very veiled threat. He informed me that a return was not an option but would offer me a discount on any future purchases. I saved the voice mail and had an MP3 version of it made. After all this I tried going through the finance company to get this resolved. The finance company ended up siding with Bassett and told me to try working it out with them instead. Again, Bassett was standing by their right to repair and replace provision on the back of their receipt.

In March of 2008 I finally went ahead and sued them in small claims court. Two days before my court date Bassett called me up and told me they would (finally) give me a full refund. They came the day of the actual court date and removed the furniture, assuring me that a refund would appear on my account once the furniture was back at the warehouse.

Four business days later there was still no credit to my account. I called Bassetts corporate office and left a voicemail for Barry Safrit (Vice President for corporate) stating that if I did not see a credit by the following business day, I would re-file suit and subpoena every Bassett officer to appear in court. Twenty minutes later I received a phone call from Ron Clark (Director of Credit) who assured me I would receive my credit by the next billing day. Apparently the only way to get through to these people is to use the words sue and appearance in court to get them to act. But when you do, things get done (and your money gets returned).

A few days later when I was hanging the picture I noticed a nail sticking out. I notified Bassett again and nobody called me back for weeks. I kept calling and finally was told the vendor who sold the picture to Bassett would be contacting me. As I was not getting anywhere I contact Jeff the store manager who told me he would offer me a discount to keep the current items and send someone out to get it fixed OR would allow me to return the items.

Bassett corporate would not replace the items regardless of what the delivery representative stated. Jeff then disappeared for about 30 days and was replaced by another manager. The new manager would not allow the items to be returned and stated I must deal with getting the issues fixed regardless of how much time I had to take off work, etc.

I have furniture that does not look right and a picture with a nail coming out of it.

We contacted customer service, and Jose came out to make a report in mid February. He took pictures and said that he would speak with Johnna McMillan, one of the managers. We also spoke with Johnna, and told her that we felt disillusioned with Bassett, and expected to either receive a refund, or at the very least, a reselect. Because so many changes were going to have to be made in order to improve the current pieces, she allowed us to make a reselect. On April 14, 2008, we went in to make our reselect. By this time we had decided on getting a sectional, and we again worked with Vincent, who printed out a picture of what our sectional was going to look like.

We were happy to put the incendent behind us, and Johnna even sent us a card saying, Thank you for giving Bassett another chance. Our dismay over the first delivery turned to downright outrage when our sectional was delivered on May 3, 2008. As soon as the delivery staff set the sectional up, we noticed that ALL of the back pillows had the same crumpled, rippled look. A sectional that we had for 5 minutes already looked several years old. We called customer service to complain, and they said Jose would come out on May 7, 2008. Our conversation was truly enlightening. He stated, and I quote, We've been after them for years to improve quality control. I don't know who them are, but I was taken aback and said, Are you serious?, and he said something to the effect of, Yeah, but they won't listen to us, but if you write in, that's what's going to get them to start making changes.

Additionally, not only did he point out that many of the seams at the tops of the back cushions were sewn incorrectly, he also revealed that all the sofa's, loveseats, and sectionals are made on an assembly line. He said that one worker may be working at one end of the line on an armrest, and another worker may be working further down the line on the other armrest, so it wasn't uncommon for a customer to receive a sofa with armrests of two different heights. I responded with, And so the customer ends up with that type of quality after they've paid a considerable amount of money? He said, Yeah, it's just cheaper for them to do it that way. We also discussed the inferior quality of the pillows, and again, he pointed out that it was cheaper for them to use those types of pillows (stuffing).

When I spoke with Johnna on May 7, 2008, I told her several things. First of all, all the sales associates need to be careful about what they print out for the consumer; they need to warn them that it's a good chance their custom designed upholstered pieces may not look like the printout. Furthermore, my husband and I looked through both the spring and fall 2007 catalogues, and EVERY SOFA AND SECTIONAL have flawless looking pillows. It's obvious that whoever staged the rooms went through a considerable amount of time making the pillows look Just so. We feel like this is false advertising. After telling Johnna we were considering writing the VP, Mr. Safrit, she gave us his address in a calm but snippy voice and hung up. Incidentally, the only help Bassett is offering us now are new casings for our pillows. How in the world is this going to change the look of our sectional, especially since they're using the original stuffing?

To make matters worse, we're now noticing the material on several of the seat cushions seem loose, and easily flatten out when sat upon. One thing that has made us feel better is that I decided to picket (I consulted an attorney before doing so). Plenty of customers read my sign in the 2 hours that I sat there, which read, Beware of Bassett's Quality. In a bizarre twist, this Bassett is now closing, and they say they're moving their inventory to the Houston Bassett store. My husband and I are seriously considering picketing there as well. We have now written to Mr. Safrit, the VP and CFO, and sent a copy to the BBB.

We have now lost around $3,500 dollars over a sectional that we're now stuck with. Since we want our den to look nice, we're going to take the back pillows, and possibly some of the seat cushions, to a restorer and have them professionally stuffed. Please, let us warn you, if you're going to shop for furniture, stay away from Bassett!

I spoke to Ron, the general manager, who was very polite and courteous. I hope we get an answer soon. I have spent over $5000 with Bassett in the past year. These beds were over $3000. I see from many of the comments about Bassett that I can likely not expect to get resolution to this, though I am very tempted to dispute the charge with my credit card company and tell Bassett to come get the furniture. It's sad that the customer service of a high-priced furniture like Bassett is so poor.

I intend to tell all of my friends and family to steer clear of Bassett Furniture. I am also writing a letter to the editor of our two local newspapers, a letter to the BBB, and a letter to Mr. Safrit, the CFO of Bassett. I know the adage Caveat Emptor, might apply here, but I intend to apply The pen is mightier than the sword, and see where that takes me. And I certainly will not go back to Bassett for either one of my businesses or my home.

I called them recently as the material on the couch is pilling, and I spoke to Jarod the manager of the Middletown store where I purchased this couch for $2000. I told him my problem and told him I also had the gaurdian protection plan. He told me to pursue this with Guardian, which I did, but they said they are not responsible for the material. Only if I were to spill something then they can put in a claim..

So I called Jarod back who said he would have one of his people look into this. I called Jarod several times and was told he was either busy or with a customer. Today I called him again and was told the same, the person who answered the phone said she was a manager and knew the problem, in her sly way she told me of pilling happens just use a pilling shaver on it, and that there is nothing they can do. I paid a mint for this couch, plus the price of the protection plan, now I have a couch that looks like it is 10 years old not 4. We hardly sit on the couch and have no children home. the part that no one ever sat on is like new.

10 months later in November 2007 my wife and I start to get phone calls that our bill is late We were getting them at 830 am on weekends! Almost everytime we picked up the phone and told them we have interest free for a year. They said that ended and to call the store. WE did and the sales person and manager Anita said they would take care of it.

We continued to get early morning and late evening phone calls for two more weeks almost everytime answering and telling them the same thing. NO ONE CARED and they still don't. The general regional manager Joe Burke will not even return my phone calls and keeps having the store tell me that it is out of their hands!!!!!!!

I have a simple contract. Yet the store is telling me that the information that THEY gave me at time of purchase was wrong, That is not my problem, IT IS THEIR PROBLEM. Yes, they are making this my family problem, have reported me to credit bureaus and now have wasted someone else's time by having a collections company call me at 847 am today. This is the last straw. I have taken the day off of work today to solve this problem. I am calling the president or CEO of Bassetts and will not get off the phone until I get to him/her.

This is their fault, not mine. If I do not get resolution, I will sue them and win. I have researched this with the help of an attorney and there are many court cases locally that have set the standards high for a consumer like me. Wish me luck since Bassett's has washed their hands of this.

I will never not will my family shop there or any of their sister stores. I have picket signs already made up and will spend my time at each of their stores. AS long as I stay on the sidewalk, I am told by local police I have that right.

It seems most consumers are having problems with bad service and care of delivery and NO FOLLOW THROUGH.

I suggest contacting Bassett Corp in Virgina. this is useful information, but I will be entirely surprised if this content makes this website, as this site seems to be attorney sponsored.

Freedom of speech...

I am usually a pretty patient person if I am dealt with in a professional and respectful manner, but when both myself and my husband were brushed off, I attempted to cancel the order and take my business elsewhere. I was informed of the restocking fee which was a whopping 30% that we would be charged, even though they did not hold up their end of the contract. We eventually received our furniture in December with no incentives, no discount for the inconvenience, and no apologies from any of the staff. I will NEVER shop at this furniture store again and will continue to provide this facility with as much free negative advertising as they have earned. Please do not waste your time and money shopping at this furniture chain; the customer is obviously not their number one priority.

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

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

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

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

After much complaining, I finally reached the warehouse manager who also said he was the CEO of Bassett! He promises he can get the repair guy out the next morning, which he did. The guy comes in and says yep, it is damaged and I can't fix it. So then we are told that we have to keep the damaged furniture until they are able to deliver the new piece, which could take 2-4 weeks. They said to use the damaged piece. Well, we are not going to hook-up all the stereo equipment and television equipment on this damaged furniture and then have to unhook it when they decide they can get the new furniture to us. They refused to pick up the furniture saying it is not their policy. I told them I was not a warehouse for Bassett damaged furniture. I was laughed at by a woman named Carrie. I went to the store and spoke to the store manager. He seemed to understand the situation and had someone call to say they would pick-up the furniture--which they did. On January 21, we get a phone call saying the new furniture is in. However, the kit they need to fix the furniture door hinges is not in still. I'm angry that I spent all this money and yet they are going to fix some of the pieces. It is now January 28, 2007 and I still do not know when my furniture will be delivered. This is the worst store I have ever done business with. If you are thinking about going to this place, please don't because you will regret it! I know I do!

I will have to take the lamp to a local electrical shop and ask them to switch out the defective part - at my expense. I've had the lamp unplugged since the switch broke.

The delivery guys called the office. I heard them say the wrong pieces were sent. The office said to leave the furniture, and they would remake the wrong pieces. Eight days later a phone call from them stated: we've got some bad news There wasn't enough material to remake even the sectional. I told them to come pick up all pieces of the order. They refused. Day after day I got shoved up the chain of command. Each and every one stated company policy prohibited order cancellations. Sales, customer service, store manager--finally I had had enough. I called Chase Card, filed a formal disputed charge with them against the Bassett franchise. They agreed with me and pulled their funds from Bassett.

Amazing....a store policy that claims absolutely no order returns was waived when their money was pulled. Bassett picked up the furniture 3 days later. I know they felt that if they waited me out, I would accept the wrong order. I am sure there is a certain percentage of customers who would not have waited them out. I just didn't happen to be of that group. From order date to eventual pickup of the furniture....almost 8 weeks passed. Considering they screwed up--that seems totally unacceptable to me. I wish I had refused the order when I saw it was not exactly as ordered. Lesson learned.

They have their furniture back in their warehouse. I have my money back in my pocket. end of story.

The furniture come in within 4 weeks. The day the furniture was delivered I contact the store and told him that there was something wrong with the furniture. I also called American Express and they told me that there was nothing they could do to help because the Bassett explained it was special ordered and the furniture was in our home.

A few days later my husband and I went to the store and brought in one of the cushions. I was told by my sales person, Kim Marlett, to jump on my sofa and love seat until it gets comfortable!

I put another call into American Express and asked them to help us, because it was very clear to us that this company did not care about our problem and was not going to help us. After a few days I was told by American Express that someone from Bassett was going to contact us to take care of our problem. I waited over 3 weeks and finally broke down and called.

After getting upset, Carolyn agreed to send someone to look at the sofa. That someone was they the delivery boys who sit on the sofa for 10 seconds and said it was fine.

I got so upset that the person who referred me to Bassett started calling to see if a professional service person would come to our house to look at. (Mind you I asked Carolyn several time to come and look at the sofa herself). Long story short, I was told the cushions and the spring needed to be replaced because there was not back support. No wonder our back have had problems for the last 5 1/2 months. We are going on 6 months and Bassett has not been proactive or shown any follow up. The ottoman is also falling apart and I've been told it's normal wear and tear.

We have purchase a new love seat and sofa because it is clear this issue will not be resulted and our backs have gone out on us several times since the purchase of the furniture.

File complaints with your AG. I think some are beginning to listen.

I contacted the store and was told that the bed was only manufactured in one length, was a custom order, no refund or return was possible and that I should just centre my mattress thus leaving a gap of 4 5 inches at both top and bottom.

On returning to the store I noticed that indeed the store model (a queen size) had a considerable gap at the top but had been cleverly decorated with large pillows. Now, certainly I should have checked at the time of purchase but on this second inspection it was clear that no other bed in the store had the mattress pulled that far away from the headboard and most were flush with the headboard. Clearly in a store situation it is possible to decorate a bed with large pillows to disguise a gap. However, I have no intention of sleeping 5 inches away from the headboard in an attempt to make my standard length mattress almost fit an oversized bed and I have no intention of retrieving my pillows from behind the bed on a daily or nightly basis.

In my opinion the bed is defective in a design sense and despite Bassetts definition of custom or special order I cannot see how a piece of furniture which came in a box labelled Made in China? can possibly be considered either custom or special order. The bed is in a perfect condition for re-sale if Bassett feels that its design is acceptable and is a standard item in their catalogue.

Legally they may be within their rights to refuse to refund my money but I would have thought that their customer relations and company reputation were worth more to them than the cost of this bed. I did not purchase the bed and then simply change my mind about it; I feel that the design is flawed. I cannot understand why anyone would need 9 extra inches to accommodate bedding at the end of the bed but less than an inch along each side.

I am deeply disappointed with my experience with Bassett and with the way my disappointment was handled by the sales person, Tracy Tomanovich. I have been made to feel as if I have created this problem and their only attempt at solving the problem was to offer to sell me a new mattress no longer than the one I have but certainly newer! I was stupid enough to buy one item from Bassett but am much wiser now and not only will I never set foot in their stores again but will make sure that I educate everyone I come into contact with about their dubious business practices.

I have a bed which is unusable and which I have paid $1110.88 for - my only option now seems to be to donate the bed to Goodwill. I will however, clearly mark it as Bassett Furniture product of defective design - Buyer beware.

The movers did not even try to get anything up the steps. The armoir probably could not have made it, but the bed frame should not have been an issue. Regardless we were told they could not do it and they did not try.

Bassett then said per the contract only 75% of our purchase would be refunded. We would also be charged a moving fee of $100, even though their movers spent less than 15 minutes at our house and moved nothing.

The worst part is the 75% refund is only offered as a store credit that expires after 90 days. We are forced to buy different furniture from Bassett that we don't like or lose everything.

My wife and I are not rich, and this was always a very large expense for us. We are newlyweds who just moved into our first house together. This is a nightmare, and Bassett customer service pretty much told us Sorry, sucks to be you. In fact they never once have said sorry.

They told me I had to call within 30 days of first noticing it. Obviously I didn't call until it got uncomfortable. How am I supposed to know the exact day that it switched from normal wear and tear to structural damage?

I'm out $3,000. I can't even sit on them - they are so uncomfortable. I have to go and buy new couches elsewhere.

We filed with the BBB and Bassett basically blew them off. They were not much better with the Ohio Attorney General. Bassett's position is that everything in the store is sold special order and cannot be cancelled. They can take 6 weeks, 6 months, or 6 years and you cannot cancel. The product can be no longer available and you cannot cancel. Apparently the factory can burn down and you cannot cancel the order. Once you place the order, it cannot be cancelled for any reason. Any legal disputes must be filed in a Jefferson Couty, Kentucky court.

The Ohio AG's office has really been great. (Despite their frustration with Bassett) They did manage to get Bassett to reduce the charge to a 25% 'restocking fee. Now how you can restock something that was 'special ordered', and how something that is displayed on the floor is 'special order' are something that I cannot answer. I guess we have to go to the Kentucky AG and BBB. If that fails, we will go to the Kentucky courts.

We have been working on this for almost 6 months. I cannot believe that a business operates like this. So far we are not out any money. If the credit card gives in, we will owe them about $1000 for the 'restocking fee'. Then our only recourse will be the Kentucky courts. (About 4 hours away from me. I think that they plan on that being the case.)

Store states they will switch a piece from another order. Finally, after the General Manager of Basset store says it will be delivered in 11 weeks, I get a call from warehouse 15 weeks in, stating that after finally receiving the missing table, when assembling they discovered the piece they brought in is defective and that they will have to obtain a piece from the showroom floor bringing delivery time to 16 weeks (quoted only). I am still not sure if Thursday, September 14 will result in a satisfactory delivery, I have already had two last minute cancellations on delivery. Significant inconvenience in making my schedule open, plus I am the one who coordinates between warehouse and store because the store is reactive - they have made their sale and they are not concerned beyond that. Additionally, I spoke to the store's General Manager and tried to explain to him that I simply wanted to be treated as a customer should be treated rather than continually strung along for weeks on end.

When I call Bassett and ask the store manager if I can buy refurbished furniture from Bassett, I get a condescending response of, " We don't sell refurbished furniture." Funny, that's what they want me to accept! Very disappointed with the quality of the product, and the response to these problems, including: 1. Electrical shorts / defects. 2. Loose hinges on wall unit. 3. Cracks in wood of wall unit. 4. Upholstery of leather couch poorly done, sharp ridges, scuff marks.

I called Cheryl at Bassett Furniture the next day. She said she would take care of it. After 2 weeks of phone calls to her at the Natick Store she said I would have to call the CT. store. I did. I spoke to Kris who said she would send someone to my home to evaluate the furniture. He came about 2 weeks later ans said he could put new arms on the sofa + chair build up the back of the sofa, he could fix everything. I called them back 2 days later and told them I came into the store to purchase new furniture, not repaired furniture, so I wanted a living room set.

After many phone calls and a lot of getting the run around I was told I would be getting new furniture the 1st week of July 2004. They gave me a time window when it would be delivered. The time cam and went no furniture delivery so I called. Kris said they lost my paper work, so the furniture wasn't ready. Two months went by more phone calls and more run around. Sept they give me another delivery date, that day comes and goes, no furnitue. I call and they tell me I wasn't on there roster for delivery. They give me another delivery date, again no furniture, Icalled and they said the driver broke his leg.

I told them to come and pick the furniture up I no longer wanted to do business with them. I was told they could not do that. I did contact the Attorney Generals Office. Bassett did not respond to them. I then contacted Bentley Comsumer Action Line. They have been trying to contact Bassett for a very long time with no response. I still have the furniture in my home and I don't know what to do.

This order was a custom order according to the store, but not according to us. We simply selected what was in the store with the same color leather fabric. We were explained the policy of No Fits. Our only choice is to reselect in the store. This is not really a choice because we did not find any other selection that will fit our style and house. The store is also holding us to the Dollar value of the first No Fit sofas, for reselection.

We are stuck with the dollar amount on no fit sofas with no real choices for reselection. This may also ruin our perfect credit history. We are held responsible for a flawed store policy that corners customers into buying options that are impractical and costly.

If I want the color changed, I must pay an additonal 25% or get a store criedit for the merchadise. I don't want anything from Bassett's because they ave treated me, a senior citizen like one who is ignorant. I have been disrespected and want only a full refund.

Well I left a message with them that day which they never bothered to return. On Tuesday the following week I called again, and they indicated that a tech would need to come to my home to take pics. I offerred to take pics with my high resolution camera to save them the trouble. They accepted, I sent the pics....and nothing happened. 12 days later, after numerous un-returned emails and phone calls to Linda and Evelyn, Evelyn said a technician would have to come to my home....I didn't quite understand why..they had the pictures and the chair's leg was connected(1 piece) with the exposed frame of the chiar-it couldn't be repaired! It needed to be replaced. Anyway, the tech's earliest visit would be another week away. And now I sit and wait for the tech to arrive. I've waited 3 weeks, just for a decision to be made that a tech still needs to visit the broken chair.

I can not understand that -- I paid over $2000 for this headache and Homeline Industries could have helped me get the same stuff sooner because they honor Fireman in Chicago. Like I said earlier I didn't want to shop around because I was hurt from losing my wife now I have clothes all over my room the Holidays have come and gone and the sales agent doesn't care a damn.

I want my money back, and I want my customary hourly professional fee for the countless business hours spent on this, a storage fee for the unuseable boxed furniture, and interest on the money I could have used to invest.

I was also referred to the manufacturer by the distributor and talked to a person named Velma, that info is Bassett Furniture Industries, Inc. P. O. Box 626 Bassett, VA 24055 (276) 629-6000

We then had another top delivered but i refused it as it had looked the same as the one i had. The table top the pieces that pull out and the leafs to the table do not even match. Also the hutch still has the plank lines in them. Now the cushions are separating from the chairs and the cushions are starting to get lumps in them. The answer that i received from bassett is that the graining and the tome of the wook are not defects. The hutch is now starting to peel and i can't even imagine what this set is going to look like in a year. We do not even have this set 6 months with all of the changes.It is very embarassing to have company come to your house and notice that your table pieces are mismatched. I am very disappointed with this purchase and service from Bassett. We wanted to change our furniture as we feel that the quality of workmanship is poor. We thought we could trust Bassett as we have purchased other furniture from them.

The tech came out and unsuccessfully tried to buff out the table scratches. He then took one look at the hutch and didn't even attempt to repair stating there were too many issues to repair. He said he would report back that his recommendation was a total replacement. We were told we'd hear back from Bassett, but didn't. After a week we tried to call them and got the run-around for three weeks. Finally, they said that they elected to send out a tech to repair. We refused because this had already been done and it was determined that the items needed to be replaced. Frustrated, we disputed the credit card payment. Bassett responded to the credit card and mis-stated facts to show that we didn't report properly, refused to let them have a service tech come out and that we caused the damage to the furniture.

They state all of this while mentioning that it is their desire to resolve the situation with their valued customer. Who are they kidding? Last week they emailed stating they will replace but did not give details as to when we might receive our replacement. I have very low confidence over this and can only hope we'll have useable furniture in time for the holidays...furniture that we ordered in May.

Because of their product quality, we have not used the hutch at all. We have not lost any money so to speak, but dealing with them has been extremely time consuming and frustrating. We have entertained several times over the summer and it would have been nice to use our items for those parties.

I asked for a refund, but was told I would be charged a restocking fee (for items not even out of production?!?). When speaking to the manager of the store, Tim, he was very rude and threatened to hang up on me. He also initially refused to let me talk to anyone with more authority than himself. Finally I was allowed to speak with the V.P. of Operations, Chris Spinola, who explained that Jon Snyder should have explained the ordering process better. He told me that even though the furniture was in stock at the time of purchase, it wasn't necessarily our furniture.

The company has been split shipping our order, but the date for the bed keeps getting pushed back. When we looked at the sales ticket more in depth, we also noticed that he had actually charged us the delivery fee. I called the store to speak with Jon Snyder to ask him about both issues. He claims he figured the delivery fee into the cost of the furniture, which we have no way of being able to tell if that is accurate. He also claims that he wasn't lying to us about it being in stock. When I told him that I will NEVER do business with Bassett Furniture Direct, he responded very rudely with That's your prerogative! We have filed a complaint with the Better Business Bureau, but Bassett's response is a bunch of meaningless words to spin the whole issue.