Bassett Furniture Direct Reviews (From First-hand Experiences)

Page 5 Reviews 380 - 530

ClarethaBaltimore, MD

Reviewed March 15, 2006

I ordered 2 black stools for my kitchen, but got dark brown. I paid in advance, a total of $458.70 plus $25 delivery fee. Kathy Fix agreed that I told her about the black, but she did not write the order down. Kathy said I signed the contract so the fault lies with me. She referred me to Lorraine in customer service. After two weeks of calling, Lorraine finally answered the phone, but offerred no additional.

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

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MicheleTuckahoe, NY

Reviewed Jan. 13, 2006

My furniture arrived on 12-30-05 after placing an order approximatly 6 weeks prior. I was missing 3 out of 4 pillows, my cleaning products and 1 of a pair of chairs arrived damaged. The driver noted on the sales invoice that the chair could not be repaired and that a new one would have to be ordered (in the mean time he glued the broken chair leg together and secured it with a rubberband.) While the driver was still at my home, I called the store and indicated the problem, but the store was not open yet (9:45 am). The operator called me back and assured me that the pillows and products were due to arrive sometime at the end of the month and that the problem regarding the broken chair would have to be dealt with with the service dept (Evelyn and Linda).

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

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AndrewChicago, IL

Reviewed Dec. 26, 2005

On 9/12/05 I decided to freshen up the house due to my wife's death from cancer and bring in the holidays with a clean look and I went to Bassett to get a nice bedroom set. I had no time to look elswere and I really liked the set I saw. 2-3 weeks was the stated delivery time so I gave the full amount down and 8 weeks later they came with everything but the dresser I really needed. When I called them on it they said 10 days the chest would be delivered so I waited. It is now another 4 weeks and I called them again and just requested the floor model and they said they gave it away to another customer.

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

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JacobMilton, WI

Reviewed Dec. 2, 2005

I was sent multiple pieces of defective furniture, several pieces replaced (initially the headboard, bedrail, chairs, table base, china base were all defective) but have been without chairs that were paid for in cash in the spring of 2005, and a defective cabinet base. I keep getting unuseable replacement pieces and empty promises to the point of the situation being comical from both the Bassett distributor and manufacturer. I have easily made 1-2 emails a week and that many phone calls. I believe I was patient beyond all reason. It will be 7 months since the price was paid in full with no light at the end of the tunnel.

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

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

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LisaPine Bush, NY

Reviewed Nov. 14, 2005

On April 3, 2005, ordered a piece of furniture. First delivery - piece significantly damaged and refused. Second delivery - not item ordered. June requested refund - todate not received refund (refused to refund based on their description of a custom order - this was not a custom order but an instock item (30 in warehouse) as advised by salesman. As of this writing, November 14, 2005, no furniture, no refund.

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KathleenWashingtonville, NY

Reviewed Oct. 9, 2005

Our family purchased a dining room set in the Bassett store in Middletown New York. Th9is is the 3rd item we have purchased. We have been very satisfied until now. The hutch was returned the first time as it had a big chip in the corner and the chairs were all loose and rocking. We received all new chairs and a new hutch. Then the table stared to peel and we then received a new table at which time the table top and the new hutch looked like someone took planks put them on the table and stained them.

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

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MarySilver Spring, MD

Reviewed Sept. 22, 2005

I bought a complete kingsize bedroom furniture from Bassett. I realized that the king bed is too big for my townhouse bedroom. They agreed to change it to a queen size bed, with an additional $300.00 charge. Since I like the king bed so much, I called again to change it to king - too late, I found out too late that the king is too big after measuring it. I called again to switch it to a queen and they refused. Even though this was partly my fault, I feel that Bassett Furniture should be flexible with its customers, expecially since I've been saving for a nice bedroom furniture for a long time. I can understand if this was custom-made, but its something they get from their warehouse.

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SteveFairfield, OH

Reviewed Sept. 19, 2005

We ordered customized furniture from Bassett on 5-22-05. We ordered 6 chairs, a table and a two-piece hutch. We were told 6 to 8 weeks for delivery and it was 10 weeks in the end. When it arrived various defects were noted. Only one of the defects was noted on the delivery slip, but the delivery rep from Bassett stated it would not be an issue and to contact the store to resolve. The next morning we called and cited many items wrong and that the hutch and table most likely needed replacement. They suggested that they send a tech out to repair and we reluctantly agreed.

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

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

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

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DamonOlathe, KS

Reviewed May 18, 2005

On March 23, 2005, we ordered a bedroom set. Before purchasing it, we asked the idea coordinator/salesman if it was in stock. We were assured it was in stock and should be delivered no later than 4 weeks from the date of purchased. He also told us that he would not charge us for delivery. On April 21, I contacted the company to check on the delivery of my furniture. I was told that a chest and the bed were not even made yet. I was told that the chest would be out of production on May 5 and the bed on May 25.

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

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

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