Complain about a product or service

Bassett Furniture Direct

Donna of Saint Louis MO (04/13/09)
We purchased a dining room set of 6 chairs & one table. Monica said Basset would take the existing buffet drawer (that we had)& match the stain to the table. They did not, thus table is not even close in color to buffet. The chairs are very rough making pulls on our clothes, thus need resanding. We paid 200.00 extra for the finish on them. Katherine, a manager promised I could have the final approvel of the chairs. I did not approve of it & they were delivered anyway. Plus 1 chair has 8 cracks! Basset has done nothing at all & almost one year later! Worst company ever dealt with.

Lost 3097.00. Dealt with so many people who lie and incompetent at their jobs.

Joe of Lewis Center, OH April 4, 2009

Joe of Lewis Center OH (04/04/09)
BUYER BEWARE!! We had purchased office furniture from Bassett on Feb. 14, paying in full over 4,700. We were told our furniture would arrive within 30 days- no mention of a refund policy. The delivery truck came just over 30 days, which would have been fine, had they delivered all the right pieces. They had sent part of our desk in the wrong color. Since then we've had furniture in pieces all over our living room waiting for our new piece. The customer service has been terrible- we were told on several occasions that we would receive a call to be told when it would arrive. We clearly stated that we would like this problem taken care of and would be extremely unhappy should we not receive it by the following week.

We have now been waiting for over 3 weeks for them to rectify the situation and are finally at our wits end. We would like to wash our hands of the entire thing and return everything for a full refund. The corporate office told us the store would be the ones to make that call and talk to about a refund. We had talked to the store and they said all sales are final and refunds require a 50% restocking fee! Ridiculous. They have not held their end of the agreement. We are completely unsatisfied and Bassett seems to accept no responsibility for their mistake (aside from refunding the 99 delivery charge- gee thanks).

This is a very frustrating experience for us, when all we wanted was some nice furniture to help organize our small business, and now have become even more unorganized due to the lack of customer service from what we thought was a reputable business. We pride ourselves on customer service for our work and cannot believe when putting such an investment in another business, we would not receive the same care. Apparently we are not alone in our struggles with Bassett.

The representative we talked to, who we were told could give us a refund, said there's nothing she can do. Again, not what the corporate office had told us, and obviously not what some people with similar cases have experienced. They still cannot tell us when a replacement piece will be delivered. We've contacted the Better Business Bureau, along with the Attorney general and our local news stations.

Claire of Ruxton, MD April 3, 2009

Claire of Ruxton MD (04/03/09)
Prefer at this time not to elaborate while we recover from being royally taken, but despite filing a dispute, we got stuck with a loveseat 12 inches shorter than what we ordered because of cute little tricks Bassett plays. They claim a 58 inch piece IS their 70 inch sofa. I was gratified that on first complaint with the store manager, he immediately acknowledged the error as the fault of the saleslady and assured us the problem would be rectified. When we could not find another piece to ask him to order that was both the correct size and attractive, basically, that was the end of his concern for our problem.

The attorney who represents American Express Platinum card has run into a wall as well. Our contacts with their so-called customer service person boiled down to her insisting that Bassett measures things in an idiosyncratic way. Length is not end to end. I discussed this with fellow designers and architects in design and just regular friends and not a soul believed length is anything other than one end of a piece of furniture to the other far end. Bassett thinks otherwise and the saleslady assured us the piece was 70 inches long and by so being would just fit our 71 inch space.

The manager, the Bassett factory, and whatever office people we have never met all seem to think otherwise. Evidently, I need to pass along a new fact of life to the American Society of Interior Designers (I am allied member) so we all know that length is what the world thinks and then again what Bassett thinks. Totally disreputable and disagreeable to deal with. Consumers watch out!

They have a bizarre little formula and will put on your spec sheet that a piece is x inches long but tell you later, verbally, oh, that would only be that big if you had ordered a clunky add on detail but we still define it as x inches long. Hello. The absent inches when the real piece shows up means that if you dont mind sitting on pure air, you will be fine. Otherwise, if you want to sit at either end of a 70 inch sofa, plan on falling on the floor. What a snow job.

Kay of Daphne, AL March 19, 2009

Kay of Daphne AL (03/19/09)
I read your web page and I am amazed at the number of illiterate people who complain about Bassett Furniture. Most instances, the only correct spelling is that of the company name. I have never seen so many spelling and grammatical errors! Bassett Furniture is a wonderful company and to slander the name because of a few uneducated people's experiences is a crime, and truly unfair to those of us who really work hard to be honest and fair to our customers. If you take the context of every experience, and then compare it to the number of people who are truly happy with their furniture and had realistic expectations, then you would realize that these types of complaints are few and far between. Then again, maybe these people feel better because they vented.

Due to website complaints such as these, many potential customers have chosen to purchase elsewhere, thereby reducing my income. Keep your complaints local, go directly to the store or your local Better Business Bureau. Don't tarnish the reputation of all Bassett Furniture or their franchisee stores. They are not all at fault.

Raymond of Pikesville, MD March 17, 2009

Raymond of Pikesville MD (03/17/09)
We purchased a top-of-the-line bedroom set from Bassett. Lament Pops began occurring. Bassett replaced the drawers. I researched how the furniture was manufactured and found that it had been made in China. All of the Bassett furniture that we purchased in the past has been solid wood and manufactured in Bassett, Virginia 24055. This furniture is all lament with a one coat finish. Bassett has sold us an inferior product and has refused to fix the lament chip and worn spot which both occurred within the warranty period. As soon as the warranty period was close to expiring their Customer Service Representative informed my wife that they would no longer honor any Lament Pop service calls.

I emailed Jim Denise (through Debbie Tibbetts. he does not speak to customers) and requested to return the bedroom set and have our money refunded. He had his Customer Service Representative call me and inform me that he refused my request. I have saved every communication that I have had with Bassett over the past year. If you could use your influence to help us return the bedroom set and have our 4,386.05 refunded, we would be very appreciative.

Barbara of Wethersfield, CT March 4, 2009

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