Bassett Furniture Direct

Revdex.com spoke with the business. The bed rail has been replaced but that business had been unable to get in contact with the customer to address the mattress. They have left 4 messages for a return call but at this time have not hear from the customer.

Bassett is replacing the their sofa through approval from Guardian Protection. The new order was placed Sunday Oct 4th.
 
 
Thank you,
 
Stacey [redacted]
[redacted]

Revdex.com spoke with [redacted] from the business. Their tech has been sent out to address the issue with the mattress and the business is now waiting to hear back about the problem.

3-25-16 cust came to pick up merchandise and complained about the fabric on the front kick plate slightly leaning to one side also, the RAF arm the fabric is pulled compared to the LAF.  Took pics and told her I would have to send them to the factory and see what they have to...

say...bv
4/22/16 Customer called unhappy with sofa. Betty emailed me pictures and filled me in. Betty and I decided to give the customer three options. 1) Keep the sofa and will give him a $250 credit. 2) Bassett will replace the carcass at no charge but he will have to pick it up or 3) We'll order him EXFIRM seat cores at no charge and send them to him. He talked it over with his wife and he doesn't like any of the options. He's going to bring this up with Corporate. drc
5-6-16 e-mailed cust again after receiveing pictures they sent to Corp.
He was complaining about all the cushions also but in the pictures it just shows dog hair & lint and God only knows what else.  Told  customer that the offer still stands the same as before.  And told her she needs to maintain her sofa. She replied that this was discouraging to her and  one way or another we would be hearing from her..pictures on file and my e-mail trails also...bv

Dear [redacted],
Thank you for your interest in helping us resolve this issue however before receipt of this our special customer [redacted] has been notified that she will receive a full store credit for the amount of her purchase so that she may select any product of her choosing from...

our product line.  [redacted] gladly accepted and stated she would be back the week of June 23 to select an item of her choosing.
 
Thank you for your concern and help in this matter.
[redacted], Store Manager
Bassett Furniture [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

This has been satisfactorily resolved with exchange made on June 30, 2016.

Review: I placed an order for a dining room table with a leaf. On May **, I received the wrong color table and a leaf that does not fit. I had previously paid in full prior to receiving the table as per Bassett policy. From the start, the way Bassett attempted to rectify this was poor. I called immediately upon discovery that everything was incorrect. The store told me they would 'call me back in a few days'. I called the next day to see what they were trying to do to get me the product I ordered and paid for. They could not get in touch with the delivery company and wouldn't be able to do so until Tuesday. I waited - no call from Bassett or the delivery company whom with I left a message. I called the following day having to explain the story each time I called. I finally sent a picture as Bassett offered to have a 'technician' come and look at the leaf. Then it was finally understood that the leaf is not the correct leaf for the table as it is 5" too big. After 2 weeks, and no answer about when this would be fixed, the [redacted] said I can order a brand new table and it would take ANOTHER ten weeks to get the table. It was explained to me that the Farmingdale store I was dealing with was 'very busy' and the women that I kept speaking to were 'doing two people's jobs' etc... Excuses that I have sympathy for but honestly, I want the product that I paid $1800.00 for ESPECIALLY since this is a mistake on their part without a lot of apologies. After I ordered the new table, the [redacted] told me to 'be gentle with the table' I have now since it would be returned. I will, but I have four kids now trying to cram around a too small table that was delivered to me. The [redacted] also told me to 'keep in touch' for the status of my table. Every single step of the way from May ** has been handled with the most UNPROFESSIONAL customer service I have ever experienced - especially for a big company. My husband called on May ** to speak to the [redacted] - he left a message and id not receive a phone call back. I called again on June * - having to explain once again the entire scenario to a woman I have spoken to several times and upon putting my name 'in the system' to look up my order - could not find my order! She of course said that someone would call me back. As of today, June * - no phone call back.

I have a table that is NOT the one I ordered, a leaf that does not even fit this particular table and Bassett has $1800.00 of mine.Desired Settlement: I want the table I ordered ASAP AND a refund. This has cost me time at work trying to deal with these people, I had to purchase another small table to put along side my dining room table to fit my family, I've had to change plans due to NOT being able to have people dine in my home.

Review: I PURCHASED A DINING ROOM SET DECEMBER OF 2012-WHEN THE SET ARRIVED IT THE CHINA CLOSET WAS BROKEN-WE DID NOT ACCEPT--WE EVENTUALLY RECEIVED THE SET--AND WE ACCEPTED IT--THE TABLE WAS EXTREMELY DIFFICULT TO OPEN AND THE DRAWERS ON THE CHINA CLOSET DID NOT SEEM TO OPEN ALL THE WAY--THEY SENT SOMEONE TO LOOK AT THE SET WHO SAID THAT IT TAKES TIME TO LOOSEN UP--AND THAT THE DRAWERS WERE SHORT AND THAT WAS THE WAY THEY WERE SUPPOSED TO OPEN

AFTER THE FIRST VISIT OF THE REPAIR MAN--THE FINISH BEGAN TO PEEL OF ONE OF THE CHAIRS--THEY SENT THE REPAIR MAN BACK AND HE LOOKED AGAIN AT THE TABLE AND THE CHAIR AND REPORTED BACK TO BASSETT THAT BOTH THE TABLE AND CHAIR SHOULD BE REPLACED--WE HAD TO CONTACT BASSETT WHO SAID IT WAS ORDERED--WE RECEIVED A PHONE CALL SAYING THAT IT WOULD BE DELIVERED--ON THE DAY IT WAS SUPPOSED TO COME --I GOT A CALL THAT IT HAD COME IN DAMAGED-NO FOLLOW UP AS TO WHEN IT WOULD BE REPLACED

I HAVE CALLED MANY TIMES--NO ONE ANSWERS MY QUESTIONS--THEY KEEP SAYING THEY WILL CHECK AND GET BACK TO ME--I HAVE SPOKE TO [redacted] WHO WAS SUPPOSED TO CHECK WITH [redacted]-"NO ONE EVER CALLS BACK AND WHEN I CALL I CAN NOT GET A DEFINITIVE ANSWER"Desired Settlement: AT THIS POINT I WOULD ACCEPT A REPLACEMENT BUT IF POSSIBLE I WOLD LIKE A REFUND

Review: I ordered a sofa, love seat and chair and a half from Bassetts Furniture and spent $3,544.43 for this furniture. I could not believe how poor the quality was, every cushion was a different height and none of it laid flat or straight. It was so sloppy and sewn so poorly. It also had a piece of furniture sticking out of the back that ruined my brand new wall. I have called Bassetts and emailed them numerous time and they finally sent a guy out to fix the pc. that was sticking out but did nothing for my wall. The tech that came, is claiming that this is how the furniture comes and each time someone sits on it and gets up all I have to do is fluff it and fix the cushions, which is ridiculous. This furniture was poorly made and I would live to have a refund. I have sent pictures to the corporate office which I will attach them to this complaint.Desired Settlement: I would like Basssetts to refund me for this furniture and fix my wall.

Consumer

Response:

At this time, (10/**/13) I have not been contacted by Bassett Furniture Direct regarding complaint ID [redacted]. Not sure what my next course of action will be, but if you can advise me that would be appreciated.

Sincerely,

Review: On November 11th we purchased a sectional from the Bassett Furniture location in [redacted] Virginia. We were happy to purchase this sectional as the Bassett employee ([redacted]) we were working with told us that the sectional was in stock and we should have it within 2-3 weeks. Even knowing the Bassett marketing speal is 30 days.....However those 3 weeks came and went and we had no contact from our sales associate, [redacted]. So on December 5th I contacted her to inquire on the delivery date. She then informed me that she thought the sofa was OUT OF STOCK AND ON BACKORDER! Well...that would have been nice to know! At that point we should have been offered a refund or the chance to gain a discount since they could not perform the terms in which we had agreed upon when purchasing the sectional on November 11th. Instead, we were told that we could get a red leather sectional, on loan, however it was much smaller.... Well we were not interested in a smaller sectional, as we purchased a large one and wanted to know when we would be getting OUR sectional. They were unable to give us any dates on that and had no idea. So at that point we contacted the corporate office and they informed us that a [redacted]) would be calling us. That was on Dec 12th 2014 , and today is jan 6, 2015 and we have still not heard from [redacted]. So on Monday dec 15th [redacted] called me and my wife, and gave us the same message as before....We were not interested in that. We either wanted to cancel our order or speak to the DM. [redacted] then told us we couldn’t cancel our order or we would pay a 35% restocking fee, and on a $4,000.00 sectional that is pretty significant! So I called corporate AGAIN!- At which time they assured me I would get a call from the**. We did not..... so the holidays came and went and still no word. So on the week of December 28th my wife called the [redacted] store and spoke to [redacted]. My wife asked -to speak with the store [redacted] said she was not in, but she had the same authority and could help us. My wife explained the issues and at that time [redacted] asked what Bassett could do to make it right. My wife informed them that we rented a couch for a party since no one would call us back from Bassett. She asked for the receipt, my wife sent it over and then was called a week later by [redacted], again not the [redacted]... She said the [redacted] would not honor it. My wife asked to speak to the [redacted]... The [redacted] got on the phone and said she knew nothing of this issue and did not say she wouldn’t pay for the rental fee of the couch. Now keep in mind we never asked these expenses be reimbursed, I told them this is what we did on our own and paid on our own through a vendor of our choice. NOW today I get a call from [redacted] stating the [redacted] isn’t in and the DM, [redacted], who I have never heard from to this day, wants to call the company I chose to do business with to confirm we actually rented a couch. Well I have several issues with this, but the bottom line is that what I did is irrelevant! Bassett told us in an agreement when we purchased the couch that it would be delivered by a certain time so we agreed to pay a certain price. They failed to do that so we want to cancel the order and have been trying to do so since dec 15th. We are open to keeping the order but it must be at a discounted price since we did not have the couch on the date we agreed originally. I just spoke to [redacted] and they continue to refuse to allow me to speak to the DM so I called corporate again and they said they escalated this and I would have a call today. However, that was several hours ago and still no calls. So I feel it necessary to allow others to understand our experience with this company and make decisions on how they would interact with them in the future. our experience was buy a couch, get told a date, and 8 weeks later we still don’t have a couch and the** won’t call us to tell us anything or at least apologize for the misrepresentations of their terms! We have asked bassett again today to cancel our order and they informed us that no one in the store can do that! SO how do we get our money back!!!!!!!!!!!!!!!!!!!!!!!??????????????????????Desired Settlement: FULL CASH REFUND or small claim shall be filed.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Bassett Furniture Direct regarding complaint ID[redacted].

Regards,

Review: On February 9th, my husband and I went into Bassett furniture to look at bedroom sets with no intention of purchasing that day. We saw a particular set we liked and worked with [redacted], in sales, to determine price and how much everything would cost. We told her we were not interested in purchasing that day and she told us if we went ahead with the finance application and got prior approval if we decided to go with the furniture all we would have to do is call. She said she would get all the pieces priced out including the cost of a mattress and email us the final cost of everything. We filled out the application and left. She told us prior to leaving we had to give her a definite answer by the following Sunday before the sale ended to get the sales price. My husband called her later to thank her for her time but we were going to hold off on the furniture at this time. She informed him that the furniture had already been order and he could not cancel the order. He was informed that if he cancelled the order he would be charged 10% of the cost. He spoke with [redacted] the store manager and explained that we were told we were filling out an application for financing and we never signed anything else stating that we wanted the furniture. She said she would have to speak with her [redacted] about waiving the restocking fee and get back to him. He told her he did not want the furniture and was not going to pay the restocking fee. He never heard back from [redacted], then today we receive a bill in the mail from Wells Fargo for the furniture for $6100. First, we never signed anything saying to order the furniture. We were told we were just applying for finance if we decided to go with it. Second, we called them and specifically told them we did not want the furniture. They continued with the order and never contacted to resolve the issue. It was to me dishonest and poor customer service. I will be contacting the corporate office.Desired Settlement: They need to refund the charges applied to the [redacted] Bassett account.

Review: I recently purchased a [redacted] sleigh bed and the [redacted] on 11 November 2014 from the [redacted] On 19 November the sleigh bed was delivered:

-> wood bed rails were damaged - delivery crew took pictures for a reorder

-> no mattresses were delivered and store didn't know where they were

-> contacted store and spoke with [redacted] (front desk) who informed me that the ordered was missed and may be on the next truck (26 Nov).

I explained that we now had no bed to sleep on due to our old set was donated in order to make room for the new set. I requested to speak with the [redacted], but she was not working that day. I requested a call back when she was back in the office - never received a call. I also requested the corporate contact info.

On 20 November, I receive a call from [redacted] that they had located our mattresses and would deliver on 21 November.

On 21 November, the mattresses were delivered:

-> gray smudge and brown dirt thumb print left on the right side of top mattress

-> a tag with our name was attached directly to the mattress (not sure how possible if the mattress is bagged at the factory)

-> mattresses had a terrible, overwhelming musty odor

-> still no status on the replacement bed rails

On 26 November, called and spoke with [redacted] on the bed rails and mattress odor - still no call back from [redacted].

On 28 November, called and spoke with [redacted] to express concerns with the mattress still having an overpowering, horrible, musty odor:

-> [redacted] relayed from [redacted] that it is normal and takes 2 weeks to air out. I explained that it has been two weeks and it's not weakening.

Explained that I wanted to discuss delivering a new top mattress with the wood rails which we were still waiting on. She relayed from the [redacted] that "they do not take back mattresses once they are in the house". I then requested to speak with the [redacted] directly and I was told "she's too busy right now".

Prior to purchasing the mattresses, I specifically asked the Design Consultant, [redacted], what was the return/exchange policy for mattresses. She said it was a no hassle policy and Bassett wants happy customers. She explained that it was best to invest in the mattresses with Bassett instead of a [redacted] store because if you have an issue; corporate headquarter would be there to assist vs a family owned store like [redacted]s.

Current Status: bed rails are scheduled to be delivered on 13 December and mattress still have a musty, mildew odor to it and Store [redacted] has never contacted me to discuss the issue.Desired Settlement: Store to send an inspector to my home and evaluate the odor for replacement.

Business

Response:

Revdex.com spoke with the business. The bed rail has been replaced but that business had been unable to get in contact with the customer to address the mattress. They have left 4 messages for a return call but at this time have not hear from the customer.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Bassett has never attempted to contact me nor responded to any emails which were sent to their Headquarters in Richmond.They have several phone numbers for us and have left no messages nor voice mails. So, maybe if you provide the phone numbers; they won't lie about it. I would like them to call me at [redacted]

Regards,

Business

Response:

Revdex.com spoke with [redacted] from the business. Their tech has been sent out to address the issue with the mattress and the business is now waiting to hear back about the problem.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The representative was from a furniture repair store arrived on 6 Jan and wrote up the report describing that he too could smell a musty, mildew odor coming from the mattress. He said that he would turn the report in that day. He explained that now Bassett needed to work with [redacted] for next actions.On 8 January, I contacted the store [redacted], for next actions to expect and she stated that she had not seen [redacted] report yet and would get back with me. Until they have in motion the process for getting my mattress replaced or refund my money, I will not satisfied.

Regards,

Business

Response:

Revdex.com spoke with the business. The new mattress has been delivered.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: I ordered a $15,000 worth of furniture. The couch and ottoman I knew was a costum order because I chose the fabric and I knew that it cannot be return. But I was told that all accessories can be. I was never sure with the carpet and the painting and I was assured that I can return them. I signed a waiver regarding the couch and ottoman. When signing the paper I told them look it said here all sale are final but I was told that was for the furnitures but not the accessories. I called the manager a day after the delivery and told them I do not like the painting the carpet and I want to return them. Marilyn keeps giving me different answer and had multiple conversations via phone. Then I was finally told that I will have to pay 25% restocking fee! Now this should have been explained when I made the purchase! It is not right not to let the costumer know that I will be charge a restocking fee if I return them. If I had known that I would have never ordered it in the first place. The quality of product does not equal to the amount that I paid for.Desired Settlement: I want my money refunded . Its not right to lead a costumer. Then regarding charging my credit card. They charge it even before I received the product.

Business

Response:

[redacted] came to us to purchase furniture for her living room. She had an in home design consultation at which time measurements were taken and merchandise was selected for presentation before making a purchase agreement. Upon presentation of the design of her room, [redacted] chose to purchase a custom area rug, which was displayed in store in a smaller size, and artwork to complement her furniture purchases and to accessorize the room. The area rug is indeed custom order because of the size. We show the rug on our showroom floor in the standard 8x11 size. The size needed for Ms. Rosales's room was 9x13 and had to be custom made by the manufacturer as this is a size available, but not a standard stocked size. [redacted] signed the document presented to her, acknowledging that the order was a special order and therefore not eligible for cancellation or return. Restocking fees are not discussed, because of the nature of the special order agreement.At the time of delivery, [redacted] stated that she did not like the artwork. She was told at that time that we would accept return of the artwork. "Accessories" as defined by the 48 hour return policy are in stock items with immediate availability. These items are easily returned to good stock. We are happy to return these items. A custom order rug, made and brought in specifically for one customer because they chose to order it does not meet the qualifications of the 48 hour return policy.

Review: My wife bought new furniture utilizing store credit due to a warranty issue. We were under the impression that the credit was granted in lieu of repair costs. The store stated they could not repair or replace it and stated we could only get store credit for 30 percent value. The furniture was deemed defective by them. Upon delivery, they wanted the defective couch back. We said no, the credit was in lieu of repairs. They refuse to deliver and say we owe them 1163.00. We contend we owe them nothing due to their failure to repair or replace the furniture.Desired Settlement: We would not have bought the new furniture if we knew they expected us to relinquish the old furniture. We don't want the new furniture or deliver it without stipulations. They stated we could not get our money back due to custom order. The whole store appears custom. Please help.

Business

Response:

On January 3, 2010, [redacted] and [redacted] purchased a leather sofa and a leather recliner from Bassett Home Furnishings. At the time of purchase, they also opted for the 5 year extended warranty. The charge for this extended warranty was $199.99. This warranty is serviced by our company and is above the manufacturer warranty. A copy of the document received by Mr. and Mrs. [redacted] is attached. This document clearly explains the terms and conditions of the warranty.

On August 12, 2013, the customer called to stat the the arm of the sofa was peeling. Our service technicians inspected the sofa and recliner on August 22, 2013. We took pictures of the reported issues. We sent the pictures to the manufacturer and to a local leather repair company. Both stated that repairs were not possible. Thus, under the terms of the extended warranty, we authorized the replacement of the pieces. To quote the warranty, "It items cannot be repaird, Bassett will replace the piece or pieces. A prorated value, determined by age and condition, will be given to the original merchandise." This information is also noted under "When Damage Occurs" on the warranty document, which also clearly states, "Furniture replacement requires owner to relinquish ownership of warranteed item(s) to Bassett. On August 30, 2013, this information was communicated to the customers by way of message on their answering machine. The value given to them for the return of the merchandise that could not be repaired was $1,129.61. This was the prorated value from the time of delivery on January 22, 2010 until the problem was reported on August 12, 2013. We received no phone call in response.

On October 22, 2013, we left another message on the customer's answering machine stating that we would like resolution of the matter ASAP.

On November 8, 2013 we called the customer again. We were unable to leave a message as the machine stated it was full.

On November 16, 2013, we left another message on the customer's answering machine. We noted that if we did not hear back from the customer by November 30th, the prorated amount would change as it was based on the age and condition of the merchandise as of our inspection in August.

By December 7, 2013, the customer still had not called us to resolve. We voided the service order, noting that if the customer were to ever call back, we would lower the prorated value of the merchandise.

We finally heard from the customer on December 19, 2013. The terms of the warranty were discussed. The customer was not satisfied with the terms of the warranty, but it is the warranty that they purchased and we are obligated to service the warranty as purchased. We offered to refund the amount paid for the extended warranty, thus canceling the contract. The only other option was for us to service the warranty by giving the prorated value of the merchandise, and picking up the warranteed items for return. We gave the customer until December 31, 2013 to make their decision.

On December 3, 2013, the customer came in to the store. They selected a new sectional, chair and ottoman. As well, they purchased a custom dining table and 6 chairs. We allowed the prorated value of warranteed return items at the August value of $1,129.61. The customer paid the difference of the new merchandise and the prorated value. We created the return of the warranteed merchandise and created the new orders. The customer opted for the extended warranty on the new merchandise, thus being given the warranty document with all terms and conditions for a second time.

On February 13, 2014, we attempted to make the delivery of all of the new merchandise, and pick up the warranteed items for return. When communicated that the warranteed items must be relinquished, the customer refused to continue with the delivery process. They refused to relinquish the warranteed merchandise, therefore we were unable to delivery the new merchandise. The customer also refused to take delivery of the custom dining table and chairs.

At this point, the customer is in breach of contract in regards to the extended warranty from the original purchase, and for failure to take delivery of of special order merchandise contracted on December 31, 2013. We have attempted to service the warranty as stated. This is our obligation under the terms and conditions of the warranty. The customer's refusal to relinquish the warranteed items negates the contract. We are in possession of the customer's merchandise that they have paid for in full and are looking forward to completing our obligation of the contract.

Review: We ordered a bed frame and mattress from the store. When we were buying the item, the sales person mentioned that it would fit a California king and an eastern king. The order was placed for a California king and when it was delivered it did not fit because the bed was an Eastern king. I contacted the store and the manager stated that he could return it, however we would have to pay a 50% restocking fee because it was bought during a sale period. I was unsatisfied with the managers response and contacted the corporate for further resolution, with no response.Desired Settlement: Exchange for the correct size frame. Willing to pay a small restocking fee, but not 50%.

Business

Response:

On 3/25/2015, satisfactory resolution was offered and accepted. The exchange has been authorized and new merchandise has been ordered.

Review: In mid-December 2013 we ordered a table from Bassett Furniture. On the morning day of delivery, a company representative ([redacted]) has called to inform me that the table they are delivering is damaged in one corner, and that they are delivering it as a loaner while they make us a new one. More than 2 months have passed since, and we still did not receive our replacement table. When I called the company to ask about the status of the replacement they said they are "not showing" that I am waiting for a table. They said they would "research" what happened but it's been 2 weeks since I contacted customer service and still haven't received any response as to what happened to our replacement table.They had known they were delivering a damaged table, everything was recorded and photos of the damage were taken by their delivery crew.Desired Settlement: We expect the company to replace the damaged table.

Business

Response:

I am responding to the above complait on 4-11-14

I have in recent time been in contact with Mr. [redacted], letting him know Bassett is working hard on getting his replacement table. Giving him updates as I see them. It is Bassett's full intention to satisify Mr [redacted]'s expectation of a new table.

Bassett is expecting to receive Mr [redacted]'s new table in our Garden Grove warehouse the week of 4-21-14. I am also working with our transportation company to receive Mr [redacted]s table in the most timely manner that I can provide.

I hope this response will put to rest Bassett's intention to provide Mr [redacted] with a beautiful table he and his family will enjoy for years to come.

Sincerely,

Store Manager, Irvine, California

Review: I purchased a wardrobe unit from Bassett. When it was delivered the bottom right drawer would not close the entire way. I immediately contacted the company, a technician was sent back to try and fix the drawer, with negative results. Was informed a part needed to be ordered and wold take 3-4 weeks. In the meantime I'm paying for this defective furniture. A generous amount of time went by and finally the part came in. Again a technician came by and with negative results due to the wrong size of the part. Again, it would be 3-4 weeks, I have expressed my displeasure to the company and they offered no resolution and do not stand by the furniture they sell. So, for 3 months I've had to deal with a defective piece of furniture and finally a tech came today. Didn't know which drawer and looked at it and said "it looks fine to me" "fixed" the drawer but nearly causing more damage. This is unsatisfactory to me. Bassett needs to take responsibility for their faulty products and Customer Service.Desired Settlement: Replace the wardrobe / dresser. The one delivered is clearly damaged. Or give me a substantial price adjustment !

Business

Response:

This was an unfortunate situation for Ms. [redacted]. We are bound by the manufacturer to repair damaged merchandise, and if the repair is not possible, to replace the product. This repair was possible. We then had to rely on the parts department to send us the correct items to make the repair. They sent us the wrong parts twice. On the third attempt, we received the correct parts and the repair was able to be made successfully. The technician who made the final repair has been in the business for over 25 years. He is a trained professional and understands the quality of a repair. We do not ever want a customer to wait three months for their merchandise to be fully functional. This is not our standard practice.

I went to Bassett for the first time because I though I would be purchasing high-quality furniture for my new home. I spent nearly $5000 on a table, two chairs, a bench, a coffee table and a side table. I have owned them for a year and they do not withstand much. The chairs get indent marks from buttons on jeans, the finish is peeling off of the chair in one area and there are some very light heat marks on the top of the table. I called Bassett to use the warranty I was persuaded to buy, (sales reps will tell you anything) and figured, as long as I had the warranty, I would be ok. Not the case. The first time I called for a minor scratch, it was clear they did not want to service or help me. Each time I have called since purchasing my items, they store staff always sound rude and cold.

Well, the fixed the bench and that was that. Ok, still happy with my purchase, other than their rudeness. About a week ago, I called to get the above issues fixed with the table. There guys came out a week later to take pictures. The took photos of all areas of the table, even areas I did not want fixed. The issues with the table were very hard to see, unless up close, but I wanted to take advantage of the warranty I paid for. Well, lets just say because I own two dogs, the immediately said the issues were from dogs and they would not fix them. The table top had very minor heat marks which they say the cover in their warranty. The chair again had faint marks from jean buttons and the other chair had two small areas where the finish was coming of from sitting on them. A chair that can't withstand you sitting on it! We had another area where kids were over with cleats on and they put marks and damaged the paint. Bassett said it was from pets, because I owned pets. I said fine, it's your word against mine and I will accept that, but all the other areas are from normal ware and tare. They said the heat marks, finishing coming off and the jean button marks where not ware and tare. So they would not fix. I demanded my warranty money back and said you just lost a customer. They gave me my money back.

Unfortunately, the lost a customer who shops on service more than price. Save yourself money and time and buy elsewhere. They don't treat customers well and their product is expensive junk. Over-priced for what you get and they pick and choose who they will allow the warranty to apply to. It's your word against theirs kind of BS. Not good customer service at all. My first and last time shopping with them ever. I am even selling my furniture as I want nothing to do with them. Don't support a store that sells you a warranty and doesn't honor it, or even honor it easily.

Look up the company online, nearly 200 consumer complaints. I can see why!

Quality of accent chair was nonexistent. Received first chair (a tufted design with plaid pattern), which exhibited little effort whatsoever, pattern was randomly placed throughout. Company agreed that this was unacceptable upon visual inspection.

A different chair (no tufts) was ordered as replacement, delivered 6 weeks later, fabric upholstered correctly; however, the decorative legs were not perpendicular to the chair nor floor.

Service Technician visited 2 weeks later (today) and applied thin sheets of plywood with staple gun between chair and legs in attempt to resolve this issue.

A company such as Bassett that preaches quality, I expected much more for $1300. The Customer Service representative on the phone informed me that there was no proof of defect, evidently adding material to a finished product is common practice amongst these masters of their craft.