Complain about a product or service

Bassett Furniture Direct

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!

Nancy of TUALATIN, OR August 12, 2009

I also had a problem with the Raymond/Jeff duo from the Basset Furniture store in Beaverton. Mistakes were made on my additional fabric order two times. When I patiently asked for them to reorder the correct fabric they refused, stating I would need to purchase the incorrect fabric and place a new order and pay for that too! Jeff, the store manager, is conveniently in a meeting or not in the store when I have asked to speak with him. I have sent multiple phone messages to his direct line, but not once have I heard anything from Jeff. I am appalled at the absolute lack of customer service and the disrespectful treatment I have received.

Julia of BEAVERTON, OR August 10, 2009

6/8/09 we bought a Jefferson living room set - paid in full, was informed by Raymond, sales associate we could expect delivery 30 days or less. 6/29 my husband received a call that the couch & ottoman would arrive but not the chair do we want to take delivery - we said yes - deliver what was received - which was to be delivered 7/7 - on 7/4 we disposed of our exsisting furnture anticipating our new furniture - we were not informed that Bassetts factory was closed the week of July 6-10 so needless to say no delivery and no phone call from anyone at Basset's stating this - we went into the Tigard, Or store 7/8 and neither Raymond or Jeff, 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 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 still sitting on dining chairs. 7/19 still no phone call my husband went into Bassett's and talked to Raymond he was very flipant stating our couch, chair & ottoman could be here next week or the week after, which is incrediable that 2 people in your Tigard store are not aware what is happening with customer orders would this non caring attitude have prevailed if we had not paid in full? Top Line delivery called 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 low and behold when delivered NO Chair - once again no phone call from Bassett's in Tigard informing us of this - so our week-end 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 7/29 from the warehouse man informing us that our chair had arrived and delivery would be 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 was told they had no idea where their truck was - unbelievable. Needless to say the most in-expensive but the most effective advertising is WORD OF MOUTH and trust me when asked about our experience with Bassett's NO COMMENT!!!!!!

walter of dalton, GA July 24, 2009

we baught 2 liveing room chairs from your store in knoxville tn. when they were dilivered one of them squeked when you turned in it.(ther swivel rockers)and when you set then get up there is a indinchen left in the back.the other one when you set in it you go down to low to be confertible.ther not the chairs we set in and chose in knoxville tn. we paid around 2thousand five hundred dollars for them and we haven't been happy with them since day one.we have phoned the local store in chattanooga tn.and the one in knoxvile with no help at all.we are 70 and just looking for something comfortable to set in.i hope this get's to someone that shows some interest in our problem. thanks

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