ComplaintsforBassett Home Furnishings of Dublin

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my beige sectional on 9/10/2021. The delivery team left some marks, which was frustrating, but it was resolved later by a Bassett technician. The real problem is the poor quality of the fabric. It started pilling severely within 3 weeks upon delivery, we were on vacation for almost 2 weeks during this period, total hour usage was under 3 hours. At the time of purchase, this HIGH GRADE fabric (with higher price point) was highly recommended by our sale representative, praised over the durability and how this high performance fabric would last me years looking like new, yet never once mentioned about pilling. When I brought this to their attention, the store manager was not surprised at all, she knew this type of fabrics are problematic yet simply didn't care.she said: This isnormal and common, customers should expect pilling as soon as they start using thepiece.I was shocked, asked her if pilling is so common in Bassett furnitures, why did thesale rep not disclose such critical information to the customer while they were making the decision?The manager said "Our sales people don't have such expertise because not everyone takes textile courses."She left me speechless so our conversation ended abruptly. In Oct 2021, the technician came to clean the dirty marks left by the delivery crew, he also shaved the sectional as a courtesy. Two days after having the sectional shaved by him, we started having the same issue again. We paid over $5000 for this set and we are forced to use fuzz remover every other day.We were hoping it would go away at some point but after using the ****** for an entire month, we lost hope and emailed the store again, requesting to return of this sectional. The sale person was apologetic and admitted that "this fabric is new for the company." Upon researching, Ive seen so many Basset customers dealing with the same problem as mine. I would like to see Bassett taking responsibility and arrange a pick up for my return.

  

  Business response

  12/08/2021

  please see attached 

  Customer response

  12/14/2021

   
  Complaint: 16172074
  
  I am rejecting this response because:
  
  Sincerely,
  
  Alli ****

• Initial Complaint

  11/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We made a purchase for two custom sofa sets on 6/6/2021 (order # **********). Upon receipt of sofa sets on 10/21/21, the following issues were identified:- incorrect arm rest on both sofa sets - sofa legs are wobbly - two cushions were missing - backing on the sofa is smaller than what was ordered - the legs of the sofa does not match what was ordered This issue was brought to the attention of the sales representative (*****) who was extremely rude and very difficult to communicate. We had to call multiple times at the store to even connect with her. She flat out denied the agreement that were made at the time of the purchase. When we went to the store, she was very rude and insulted us by saying that we are not remembering the purchase correctly. We corrected her and she refused to talk to us any further. She walked away putting a hand towards our face that she cannot talk to us anymore. We tried talking to the store manager (Jalon) who kept repeating the same information that ***** was providing to us. We had reviewed the order with ***** multiple times and confirmed with her that we wanted the thicker arm rests for the sofa. However, she still placed the order incorrectly. She felt a little nervous and confused when we were placing the order and this is the reason we checked with her multiple times to ensure that the order was entered correctly. The purchase agreement did not have a diagram of the sofa sets or a 3D image of the custom sofa sets ordered. Instead, it listed codes and description which can be interpreted many different ways.At the time of the order, we repeated the order multiple times to ensure that our requests were entered correctly. We trusted that a Bassett sales representative would enter the information correctly and would not violate our trust and agreement. Now, we are stuck with a $6500 purchase that we did not order. This is very unethical, immoral and inappropriate business practices of Bassett to rip their customers for money.

  Customer response

  11/17/2021

  Name of the company: Bassett Furniture

  Address: 7575 Dublin Blvd, Dublin, ** 94568

  Phone number: **************

  

  Business response

  12/12/2021

  Bassett has contacted the customer 12/12 and agreed to meet at the ******************************************* store Sunday 12/19 to discuss the transaction and the options available.  The customer was agreeable to the meeting.  

  Customer response

  12/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The issue is not resolved at this point. This meeting is to discuss the possible options for a resolution.

  Upon completion of the meeting and review of the options, it will be determined whether their proposed solution is acceptable or not.

  Issue remains unresolved at this point.

  
  Sincerely,
  
  *************************

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sofa from Bassett on June 28. Originally I was told by the sales person that I would likely receive the sofa sometime in August. In August I called and spoke to ***** who stated the sofa would not be in until mid-October. I argued that I did not agree to wait that long and she had stated that it was on my invoice that it would be October. It was not. I called again in September to check on the Sofa and I talked to ***** who stated it was still showing expected arrival of mid-October. Today, October 15th, I called and spoke to ***** who stated the sofa had still not arrived. Then ***** called me back and told me maybe next week. I again advised that I was not willing to wait any longer for the sofa and ***** proceeded to shame me for not being more patient due to the ***** pandemic. I respectfully requested that they refund my money and ***** refused.

  

  Business response

  11/08/2021

  Please see attached 

  Customer response

  11/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩