Bassett Direct Plus Furniture

Review: The problem is my wife and I purchased our first furniture from bassett two years ago and have had nothing but problems. The problem is the furniture is falling apart can't recline fabric is tearing, all mechanics on both pieces are breaking. The problems are way beyond normal wear and tear. We contacted the manager and they fixed it once and it still is broke and now they do not stand by their product and now we are out of 3000.00 dollars with broken furniture. I am so embarrassed with my furniture that I do not invite people to my home.Desired Settlement: I would like a full refund so I can get new furniture not from Bassett. I had great furniture from american and it lasted 3 years and it was in great almost new shape. This business is the worst I have ever been and they do not stand by their products.

Business

Response:

The customer had their furniture delivered on March 26, 2012. Our documentation shows [redacted] phoned on August 9th 2012, with concerns on his furniture. An inspection, with photos, was done on August 9th.

It appeared the furniture was being misused and had sustained damaged well beyond its 5 months of usage. The loveseat simply had a seam open on the side of the back which was easily stitched and remedied later.

Review: Furniture we purchased from store has a five year warranty on built in eecliners. After both couches were warranties once we have the same issue on the recliners due to poor manufacturing. After having the manager personally check my couches at my home I received a letter stating I no longer gave a warranty due to my 70 lbs. Son jumping across the couch. That is a total fabrication of a lie I believe is due to my discussion with the technician who repaired the furnature who stated these shouldn't have been sold to a family our size. Also he stated these couches are their most frequently repaired item. I think Bassett knows of this issue and this is their way of keeping warranty claims low. All I ask is for my warranted couches be properly repaired under my 5 year warranty.Desired Settlement: I want my Furniture repaired.

Business

Response:

In our letter dated November 21st indicated the labor warranty is for one year from date of purchase. I sent a copy indicating this information for a reference. Mr. [redacted] is indicating a 5 year warranty. Franklin Industries has a one year labor warranty, which has since expired. The warranty on labor ended June 2015. Thus any further service work is chargeable to the consumer.Bassett Fumiture Superstore is an independent furniture store located in the Bassett Center in Beaver Dam WI. We are not affiliated with any other store or businesses. Our store is over 20 years old and we have developed a great satisfied customer base in those years.The furniture Mr. [redacted] purchased was Franklin name brand. The information Mr. [redacted] is speaking of in his search for complaints by Franklin is for a recall on a power button on certain power recliners. It was not on heat/massage furniture. Mr. [redacted] did not purchase any power reclining furniture, thus there is no basis for any complaint against Franklin Industries nor us. Franklin Industries has since resolved their issues on the power button and has satisfied all of our customers who purchased power recliners.Franklin has a limited lifetime warranty on all mechanism parts and frame, excluding labor which is for one year. Those parts are paid for by Franklin one time in the warranty coverage period. If parts have been replaced once, the next time the same part is needed to he replaced the consumer is responsible for the purchase of said part.If the consumer wishes to get an estimate on the labor for work to be done we will assist them on this matter.Sincerely,[redacted]

Consumer

Response: