Complain about a product or service

Bassett Furniture Direct

Sheryl of South Lebanon, OH November 19, 2009

Purchased all new family room furniture in Oct 2008 for a purchase price of over 7000.00. The furniture came with a warranty for a year. In March 2009 I noticed that the back of the leather sectional was peeling away and caused discoloration on the sectional. Also noticed white splotches on the seat cushions. This was from normal use-no spillage or misuse. I reported the issues to the store in Cincinnati. They gave me a support person and I was told to send pictures of the damage to mcpiep01@xxxxxx.com. She responded to maybe 1 of the 5 emails I sent. She kept saying she didn't get my picture attachments which I sent about 5 times from 3 different email accounts. I realized I wasn't getting anywhere with her so went back to the store. They then gave me another support person in Louisville, KY to email at aundreabraden@xxxxxx.com. Aundrea was much better than the first and after sending pictures and talking to her several times she called to tell me that a piece of leather had been ordered to replace the damaged piece.

I tried to write her back a few weeks later about white splotches on the seats that looked like bleach spots. She never responded so I contacted the store again to find out that Aundrea had left Bassett. I was then to contact yet another person-Shannon at pharrisshannon@xxxxxx.com. I sent pictures and tried to comply with her requests but she said my pictures weren't clear enough and she needed more. I told her that she would need to send someone then to take pictures for me. I am not a professional and I really needed someone to come on-site to see the damage for themselves. She said that Mike the store manager would call me. He did call for pictures but only gave me a 1/2 hour advance notice to try to come to my home. Both my husband and I were at work at 2:00 pm on a Friday and couldn't make it in that timeframe. I didn't hear anything for 2 weeks so sent my husband to the store to see what the deal was. The store manager showed him a box with a big piece of leather in it and was told an installer would call us to come and fix the sectional. About 2 weeks went by so I went into the store last week for a status and the manager told me that the installer couldn't fix the sectional with that piece of leather so it was shipped back.

Someone from Louisville customer service was supposed to contact me. It has been almost a week now and I haven't heard anything. I am done getting the run around. I have never had to do so much work and spend so much time to get a service issue resolved. I have sent lots of emails and pictures. I even took a cd of pictures to the store to give to Michael the manager and he never forwarded it to the customer service. I had to start over with every service rep I was given. We were also promised a 500 gas card at time of purchase as a purchase incentive and have not received that yet either. I need to have this issue resolved asap and I can't get what I need from Bassett and their customer support. It is the worst support I have ever received and I will not shop there ever again!

Sam of Belleville , IL November 13, 2009

Moved to Illinois from overseas and wanted two chairs for our living room. Ordered them from Bassett in Fairview Heights, Il on 6 Sept 2009 with formal assurance of delivery in 6-8 weeks, was also told it should only be about 3 or 4 weeks until it arrived. After 8 weeks, an a few unreturned phone calls, demanded to speak to Jane, our sales person. She was clueless on status of chairs. Next day when I called, somebody in sales told me the chairs had not been made yet and it would be at least two more weeks until they arrived. When I finally talked to Jane again she told me they were being built that day. I told her it was unsatisfactory that they take my money and not deliver my furniture. She offered no remedy only a strange narrative on Bassett furniture operations which was worthless. After several demands,she finally put me on with her manager who was evaisive and unapologetic. She indicated that the Chairs would take at least two more weeks and there would be no discount, refund or concern.

DO NOT BUY FURNITURE FROM BASSETT, THEY ARE NOT HONEST AND THEIR PURCHASE ARRANGEMENT IS PREDATORY. I am currently lobbying to have them added to my military bases predatory business list and actively telling anyone I meet the are not legitimate furniture sales people. Its more like dealing with used car salesmen, they want to deal with anything but the truth that they demand your money up front and deliver your furniture when they feel like it.

Melissa of Astoria, NY November 10, 2009

I had ordered a bedroom set on 8/15/2009. After being promised delivery within 6-8 weeks, I had to proactively call Bassett to determine when the furniture would be available. With each call, the delivery date was pushed back by two weeks. It is now 11/11 and I still have no furniture. The manager, Penelope would not return phone calls and had to be "chased down" to get an answer. When she was on the phone she was rude and had a screaming/unpleasant tone with me. If I could I would have cancelled my order as nobody can provide me a date with when it will be available or any compensation.

Suzanne of Rockville, MD November 1, 2009

We purchased a kitchen table and 4 chairs. We paid extra for the Endurance Finish designed to keep the table from scratches and water rings. We were assured that the table would be fine for family with kids making cookies and doing homework but if there were any issues they would come out and fix them. Well after 2 days there were all sorts of scratches and water marks.

We tried the local store-It took many attempts to find someone in customer service but then they sent us to a main number for customer service and after 27 attempts over 3 weeks, I finally got someone to answer the telephone. After explaining my problem they hung up. When I called right back they claimed there were telephone issues. They sent me to another person and then it was explained to me the Endurance Repair finish only applied to defects in the original delivery!

I have this whole pamphlet explaining all the wonderful things Bassett would do to take care of any damage to furniture with the Endurance Finish and it all a lie.

Jon of lynnwood, WA October 23, 2009

I purchased a mattress and boxspring from Bassett Furnature. Upon delivery we discovered the box springs were too short (5" vrs 9"). I called the next day and have been trying to get them to swap out the box springs since. They don't call back. Horrible service. That's the last purchase I'll make with them. Beware!

Valarie of Edgewood, MD October 7, 2009

We purchased a livingroom set from them in June 2009 for 3100.00. After about 3 weeks we noticed that the pillows was coming apart, ottman was coming apart, spots was on the pillows for the sofa, loveseat and over sized chair. We called Afees and told them what we had noticed. They in turn told us we had to deal with Basset direct. I have contact Linda T from Basset she told me to send pictures and I did. It has been several months now that a saleperson is suppose to call us and set up an appointment to come and see the furniture. All we want is to have the furniture replaced.

Donne of Newport News, VA October 6, 2009

I ordered a headboard from Bassett for a new Mattress I had just purchased. I was told by a sales associate I could buy a frame from a local mattress store which should be compatible with the headboard as long as it includes hooks. After purchasing the headboard I went to a mattress store right across from Bassett and purchased the frame with a set of accessory hooks.

Six weeks later I received a call from Bassett that my headboard had come in and is ready to be picked up. After unpacking the headboard and attempting to assemble the bed, I noticed the frame hooks were not compatible with the headboard. I made several phone calls to Bassett customer service with the conclusion being made that my frame was not compatible and I would need to purchase a frame from bassett which would work. I was told the frame should arrive in 2-4 weeks.

After 3 weeks I received a call from the store advising the frame had arrived but when I went to pick it up none of the associates in the store could find it. I was then told how sorry they were for the inconvenience and they would schedule a truck to deliver the new frame and setup the bed for me for the trouble.

A week later the truck arrived with the frame and asked if I had the hardware for it. I responded "what hardware?" The delivery man told me the hardware was not included and had not been put on the truck with the frame. He apologized and said I needed to contact customer service. I called and spoke with Shannon who told me she could send the hardware via UPS. I told her I was promised they would setup the bed for me due to my previous inconveniences and she referred me back to the store.

After further examining the frame which was delivered it was obvious it was not even the right size for my bed. I attempted to call the manager at the store and was told each time she was with a customer. I then loaded the headboard and frame into my truck and returned to the store and was told I would be given a full refund but it could not be processed until tomorrow.

Aloha of Prospect, KY September 20, 2009

Bassett is quick to take your money & not stand there product. I ordered a reclying sofa & loveseat. In the store it was covered in a light beige microfiber. I wanted leather & there was only 1 color leather you could pick. It is a very dark burgandy. The side flaps are covered in a very bright white fabric. When you want in my entry hall, all you see is this bright white fabric. The furniture was not even hooked together. Someone came out & hooked it together & that has only been about 2 weeks ago & it already has come apart again. When I called to see what could be done with the white showing, I was told to get that covered in black I would have to pay a service charge. I also was told all the sofas in the store had the white. However, it is put together correctly & the white does not show. NO body should put a bright white on a dark color leather. Talked to the manager, Joe, yesterday, Sept 19, 2009 to try to get my money back & he said NO.

I just don't understand how Bassett works. We have a complaint dept. in our local newspaper, The Courier Journal & I plan on writing a letter to them that will be published in the newspaper for all of Louisville, Kentucky to see. Bassett is a bad store to do business with. I have read your complaints & did not see mine. I think people should see that the Louisville store is no better than the ones I have read in Calif. Va. N.J. Ohio.etc. I will never go back to Bassett & will let everyone know, what you buy is not what you get. Take the money & run. This is fals advertisment. You should not do people like that. If I had see dark leather on there floor, I would have never bought it.

Linda of Grand Island, NY September 18, 2009

I purchased the Tate sofa and love seat in 11/08. I was happy to have found the size and understated look we wanted. The Tate is sold with the fabric as shown on the floor model. Of course, custom fabric is an option but I was reassured by my sales woman that the fabric as shown on the floor model would be very long-waring.

After only 4-5 month of minimal use, the love seat bottom cushion began to appear worn down, upon closer inspection the integrity of the supporting fabric was separating, and in fact, those spots were becoming holes in the seat cushion fabric. We took a close look at all the cushions and found a similar pull-separation in many different areas of the couch and love seat. These were found on the top of the back cushion, the side and backs of both sofa and love seat had the same defect.

Bassett assured me this was a surprise to them as well and they sent a representative, Bill, to my home to examine the problem. Bill took many photos of all the areas. He took a photo of a pillow coming apart at the seam. He also took the cover from the cushion with him.He thought the fabric had "real issues", and said I would be contacted by them. That was all about 6-7 weeks ago. I have called repeatedly. After being told for 2-3 weeks that this was being decided upon in Rochester, NY, Angela gave me that phone number.

I have been calling Rochester, being told by recording to leave a msg and I would be called back. I did get one call from Rochester. The customer rep told me that they thought this problem to be normal wear and tear. We are two adults in this house, age 63 and 60 years old. We both still work as a teacher and a nurse. "wear and tear" was a shocking and disappointing report, but the rep assured me she would get back to me. She asked me what I wanted to resolve this, and I said simply, a different fabric on these two sofas. I do not want money or different furniture or credit-I simply want a different fabric on these sofas.

Now, I am being ignored by the Bassett Furniture people, no call back from either the Amherst NY store or the Rochester NY headquarters. I have one cushion with no upholstery on it and the rest of the sofa and love seat with more pulls and separations. I guess legal action is all that is left for us.

Stephanie of Austin, TX September 1, 2009

I purchased a bedroom set with a four poster bed from basset. All was great until one year later when one of the posts broke. When we called to have someone fix it they told us we were out of luck. It was obvious from looking at the post that it had previously been broken.

We were never informed that the post had been repaired. I now have a bed that can not be fixed and many years of payments for a faulty product. I do not reccoment buying furniture from this company!

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