Complain about a product or service

Bassett Furniture Direct

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

Priscilla of Vero Beach, FL June 4, 2009

We ordered an entire living room set from the Melboure, FL store. The area rug the salesmen told us would look great with the furniture was then ordered. He showed us a "sample" that was mostly brown with golden highlights. The delivery of the rug came way later than was stated in the contract. It came from India. What we got was a yellow rug with a little bit of brown and it looks absolutely awful. The day we ordered the furniture the salesman told us it was his first day there. I called him a month later to ask him something and was told "he was no longer there". The rug cost 1,058. Right after delivery on 5/29/09 I faxed Tricia who was arranging delivery. When she did not respond the next day I faxed the manager (Matt). Then the day after that I tried again with another fax. Obviously they have caller ID because they won't take my phone calls either. I just don't know what to do at this point.

G of Raleigh, NC May 20, 2009

Refusal to honor the terms of my purchase and repeated harassment with unwanted junk mail/business solicitations! Over two years ago I purchased a table, at the time I made the purchase I told Bassett Furniture store explicitly NOT to put me on any mailing list (I am already registered to "opt out" of direct marketing). They have repeatedly sent me unwanted mail for "once in a season, weekend, etc." deals that I have no interest in. I made repeated calls to the company to take my name off the mailing list, drove out in person and asked them to take me off their mailing list, and called their corporate office in Virginia (hard to find contact info. for) to request that this company LEAVE ME and MY MAILBOX ALONE!).

Two years later and I'm still getting their junk mail, they can't take a hint, consumers who make purchases from this company should beware lest they are constantly bombarded with unwanted mail solicitations! Your Desired Resolution: Honor my request! LEAVE ME ALONE! I have no desire to ever set foot in your store or do business with your company again!!! I don't want or need sales coupons, "customer appreciation" letters, or further offers!

Neal of Hollywood, FL May 20, 2009

I purchased a dining room table and chairs at Bassett Furniture in Ft. Lauderdale for 2700 in February 2009 . After about 2 months of shopping for the furniture, I was so happy that my wife and I found something that we both loved. We took advantage of the 6 months same as cash and made the purchase.

We were told by the salesperson that it would take about 2-3 weeks to take delivery of the furniture. The furniture did not arrive at the Bassett Furniture warehouse in West Palm Beach until about 5 weeks after we made the purchase. It then took one week to have the furniture delivered from the West Palm Beach warehouse to Hollywood (2/18/09). When the furniture arrived, I noticed several problems as the delivery men were moving the furniture into my dining room:

• One of chairs had a fractured leg.
• One end of the table top had deep dents running along the entire edge.
• There were brush hairs dried into the varnish on one of the chairs.
• The finish on the table top was extremely blotchy on one side of the table.
• There were many extremely sharp burred edges on the table…some edges were smooth while the same edges on the opposite side of the table were very sharp. One of the reasons that we liked this table so much in the showroom was because the table was kid friendly, as all of the edges were rounded and smooth.

The delivery men encouraged me to take delivery of the furniture and said that Bassett would send out a technician to make the repairs. The technician was scheduled to come to my house 9 days after delivery. When I inquired as to scheduling an earlier date, Bassett said that it was not possible. I was told that the technician would call the day before in order to schedule a time window (technician should have called me on Thursday 2/26/09). Well I was at my son’s school for a holiday performance on Friday, 2/27/09, when I received the call from the technician. He was standing on my front door step waiting for me to answer the door and I told him that I was not currently available. I asked if he could stop by later in the day. He said that he would have to reschedule for the following week.

The way I saw this playing out was that the technician would show up the following week, he would determine that 2 of the chairs and the table top would have to re-fabricated (4 weeks), the new parts would have to be shipped to the WPB warehouse, one week for delivery from WPB to Hollywood, and then one week to schedule a visit from the technician. I was not willing to wait the additional 7 weeks to resolve the problem.

I finally called Bassett Furniture to request a full return and refund. Bassett informed me that there would be a 30% restocking fee. After debating this issue, they finally agreed to waive the restocking fee but they insisted on still charging me for delivery. I disputed the delivery charge of 136.74 and the credit company sided with Bassett Furniture. I do not understand why I have to pay the delivery charge if I did not buy anything from Bassett Furniture.

Pam of New Fairfield, CT April 21, 2009

Pam of New Fairfield CT (04/21/09)
Purchased mattress and bed set. 6/13/07. On 3/20/09 there is a large dip in the mattress. It has a warranty of 10yrs. Bassett came out to inspect. States approval ok for new one. Can't communicate with anyone directly concerning delivery. Tc 866 469 1551 e 22 Sabina. No definite answer provided. Please assist.

Mattress no good price 551.65

Mary of Homosassa, FL April 17, 2009

Mary of Homosassa FL (04/17/09)
purchase price 3343.17 back sept. 2006 received furniture at proper address but did not receive bill until oct. 2007 this was a o interest for one year. We received bill one year later and made payments immediately, we were shocked to see the balance of 6898.00 and was told nothing could be done by GE bank. i feel this is not my problem and have pay them in excess of 3500.00

Donna of Saint Louis, MO April 13, 2009

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