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David of Danbury CT (05/24/06)
Ask me about the POOR QUALITY, HIGH PRICE, AND POOR SERVICE received from Bassett Furniture Dirct at 270 Federal Road, Brookfiled, CT. Four out of six pieces purchased are defective, and the response from Bassett is less than satisfactory. Almost TEN THOUSAND DOLLARS wasted! I am told by Kelly at Bassett, that their policy is to refurbish poorly made furnishings.
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. Janice of Brockton, MA April 25, 2006
Janice of Brockton MA (04/25/06)
On 3/6/04 I went to Bassett Furniture Direct and purchased a sofa, chair , ottoman, and an accent chair. It was delivered om 3/24/06. The reverse camel back sofa was higher on one side of the back than the other. The 2 wooden legs on the front of the sofa are different finishes. Their is material hanging from the bottom of the sofa, there is a small hole in the material on the side of the sofa, and you can see seams where iI guess the naterial was pieced together. The chair had a rip on the seem of one arm, the other arm the thread is coming apart, and the side of the chair has something protruding out of it like it was not finished being made. I don't know if it's wood or metal. The accent chair has a pattern which is not lined up right, and the hems on the toss pillows are different sizes. All of the wood legs have a chip out of them.
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. Mukund of Needham, MA March 18, 2006
Mukund of Needham MA (03/18/06)
On Dec 4, 2005 we ordered 2 leather sofas for a total of 3072.99. The first delivery attempt of the sofas was on 12/23/05. The delivery person determined that the sofas would not fit through our front door. I felt every attempt was not made to deliver the sofas.So another attempt was made on 2/3/06 to deliver the sofas. On this second attempt it was agreed that the sofas could not be brought into the home safely. We wanted the sofas to be returned and our money refunded. The store will only give us store credit, basically holding us hostage to the dollar amout of the previous purchase and limiting our choices to the furniture available in their store.
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. Claretha of Baltimore, MD March 15, 2006
Claretha of Baltimore MD (03/15/06)
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.
Michele of Tuckahoe, NY January 13, 2006
Michele of Tuckahoe NY (01/13/06)
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. Jacob of Milton, WI December 2, 2005
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