ComplaintsforBassett Furniture Industries, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2019, I purchased a sectional sofa from Bassett Furniture. Upon delivery, I noticed that the cushions on one side of the sectional were significantly softer than the rest of the sectional. I contacted Basett and they said they would send a tech out. Unfortunately, my schedule and then the pandemic delayed things and the tech was never able to come to our home. I reached out again once it was safe to have people in our home and asked that the send out a tech. Instead, Bassett said they would send me new cores, but charged me $300. I should have argued since they were covered by the warranty still but I decided since things had been delayed, that was fair. When the new cores arrived, they had the same problem. I contacted Bassett again, and this time they sent more new cores at no charge and had a tech come to install them. The tech never sat on the couch to experience the difference between the parts of the sectional. Unfortunately, the new cores did not solve the problem. It's clear that its an issue with the frame and springs since three sets of cores all had the same problem. And the frame is covered by my warranty. However, I can not get Bassett to respond to emails to address the problem. I feel they are just trying to run out the clock until the warranty expires.

  Business response

  07/31/2024

  Thank you for reaching out regarding the concerns. Our Customer Care team attempted contact by phone and email on July 24th 2024 at 11:32 am. The contact attempt was made to discuss having a craftsman appointment to assess the support and frame on the sectional. Please respond to ********************************* to discuss the concerns and finalize a technician's visit .thank youBassett Customer Care

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a cocktail table and sofa table from Bassett in April 2024 for $3,399.39, including taxes and delivery. The tables are in their “artisan made” collection that are made when the items are ordered. The furniture was delivered on May 24, 2024. Upon delivery, I noticed a problem with the finish on the sofa table in which certain areas were not stained well. A corner of the cocktail table was dented. I called Bassett and they initiated a service order. Their 3rd party vendor contacted me and arranged for a technician to come out to make the repairs. The technician came on June 17 but could not do the repairs because he needed the matching stain from Bassett. After several weeks, I contacted the 3rd party vendor who said the technician’s report had been sent to Bassett and I needed to call them. I called Bassett on July 5 and spoke to a representative. He said he would check into the status and call me back before the end of the day. He did not call. On July 10, I called again and after holding for nearly an hour with no one answering the phone, I hung up and sent an email inquiring about the status of the service order. I did not receive a reply. I called again on July 15, again receiving the recording about longer wait times due to a high volume of calls. I held the line for an hour and 15 minutes and they did not answer the line. I sent another email on that same date and have not received a reply. I tried calling again on July 18, this time right after they reopened after lunch. Their phone line does not allow callers to hold when they are closed for lunch, so I thought calling right when they reopened would get better results. I again got the recording about high call volumes and held for 10 minutes before hanging up. I am convinced they are simply not answering customer calls. I need a resolution to the problems with my furniture. The furniture was pricey and I expected a higher quality from a brand like Bassett. Thank you.

  Business response

  07/24/2024

  Thank you reaching out regarding your concerns. We have received the craftsman's report  and will be replacing the table. We apologize for the inconvenience experienced and will continue to work to deliver the satisfactory item.Thank youBassett Customer Care 

  Customer response

  07/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, 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.Good afternoon,I received a call today from Bassett Customer Care. They have agreed to replace both the sofa and cocktail tables. Delivery is expected in 4 - 6 weeks.  I am happy with this resolution and hope that all goes well from this point forward. Thank you so much for helping to facilitate the resolution so promptly and efficiently. Best regards,******* ****** 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 leather recliners, a reclining loveseat & reclining sofa as well as batteries & an extended warranty in April. The furniture was delivered 6/12/24. Right away I noticed significant damage to one of the leather recliners & alerted delivery person, who took photos, notated the damage & said it would be handled by customer service. I hadn’t heard from anyone & contacted my salesperson at the *******, ** store. She directed me to contact Customer Service, which I did. They instructed me to send photos, which I did. It has now been 6 days (3 business days) & I have yet to receive any response from Customer Service. This is UNACCEPTABLE! Subsequently, we have encountered issues with the loveseat not working properly. It's misaligned & makes a very loud bang when opening. I also alerted customer service to this & sent pictures & video. We are quite upset about the complete lack of follow up from customer service even after they opened a case & I sent photos as instructed. I decided to once again contact our salesperson, ****** on 6/17/24. I indicated that we followed her instructions in contacting customer service, but have yet to receive any type of follow up or response from Bassett. The furniture was delivered damaged & Bassett has chosen to ignore & not stand by their products. What a shame that I did review all the horrible online reviews of this company as well as the BBB complaints before spending over $23,000. This will definitely be my last purchase ever from Bassett and I would like this remedied immediately. Attached is the receipt from purchase as well as copies of emails between my salesperson & Customer Service.

  Business response

  06/19/2024

  Thank you for reaching out regarding the concerns. We apologize for the experience and for not meeting expectations on delivery and with follow up. At this time a Bassett craftsman is attempting to set a follow up appointment. During this appointment our craftsman will review to determine  what items will need a replacement. Bassett Customer care has followed up by phone and email and a Customer Care Supervisor will also follow up by phone.thank youBassett Customer Care

  Customer response

  06/19/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint at the present moment.  For your reference, details of the offer I reviewed appear below.After contacting you, I finally received a call from both Bassett and from the furniture technician, who is coming to assess the furniture. This appointment is scheduled for late this afternoon so I will await to see how things progress and what Bassett will do to remedy the situation before I accept this is a closed resolution. At this time, things are not resolved but I did finally hear from Bassett. Regards,**** **********

  Business response

  07/01/2024

  The Bassett craftsman was able to identify the sectional piece that did not meet quality standards. A replacement has been ordered  and resolution in progress.thanksBassett Customer Care

  Customer response

  07/01/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not fully resolve my complaint at the present moment.  For your reference, details of the offer I reviewed appear below.I do not wish to necessarily reject the offer, as Bassett did respond and is working to resolve the issue. However, I have not yet received a confirmation email for the order of the replacement recliner. Additionally, I was also supposed to receive a missing battery for the recliner, which I had not received. I had to reach out again to the salesperson today, and was notified that it is on backorder/delayed.  So yes, Bassett is handling the issues but they have not been fully resolved. Once I receive the battery and confirmation email for the new recliner, then I will feel comfortable in closing this issue.  I sincerely appreciate your assistance in resolving this matter. Regards, **** ********** 

  Business response

  07/24/2024

  At this time we are awaiting the arrival of the replacement item to fully resolve the concerns. We appreciate your continued patience as we continue to work to resolve.Thank youBassett Customer 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 bedside tables at $599 each and a dresser at $1499 on Feb. 25, 2024. All three pieces were delivered on March 30th. Each piece delivered had damage. One bed side table had blue tape still on it identifying the exact spot where the damaged was located. The other bedside table had 3 legs a different color than the rest of the piece and a stain that looked like water damage underneath the drawer. Bassett has agreed to replace both bedside tables. The dresser has a crack along the back and I found a loose screw under one of the drawers. Bassett has agreed to send a technician out to replace the back of the dresser and determine if the screw is necessary . Bassett needed to reorder the bedside tables and the back piece of the dresser. I was told these will be completed at the same time perhaps by the end of the month. At this point I would like to cancel the bedside tables and even the dresser. The quality control is below standard for a company like Bassett.

  Business response

  04/29/2024

  Thank you for sharing the details of your concerns, we apologize that the delivery was not successful. We appreciate the opportunity you have allowed to resolve. A supervisory team member will be in touch to discuss and finalize a resolution.Thank youBassett Customer Care

  Customer response

  04/30/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No offer was made by the company.  A message was left stating they will redeliver the nightstands and fix the back of the dresser. I requested to cancel the nightstands and/or discount the total purchase . I have not been using the dresser and moved my clothes in to a suitcase while waiting for the repair. Regards, ****** ********* 

  Business response

  05/07/2024

  Thank you for following up, a call and email was placed with an update. The replacement nightstands are in our local warehouse and ready for delivery, we are unable to process a cancellation. The outstanding back panel is currently in shipping  and we are able to provide a complete replacement on the dresser if preferred at this time.Our Customer Service Supervisor wlll be reaching out again to review.thank youBassett Customer Care

  Customer response

  05/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have had follow up both by email and phone. The night stands are ready to be delivered but not the part for the dresser. The dresser arrived damaged as well as the nightstands. There was a crack on the back of the dresser and it was decided to replace the whole back. I was informed a few days ago that the part for the dresser is not in so they will wait before they deliver the nightstands, I am requesting a 25% discount for the inconvenience caused by the defective product that was delivered. I only have use of one of the nightstands and have moved my clothes out of the dresser waiting for the repair. I am living out of a suitcase. Thank you in advance for your consideration. Regards, ****** ********* 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I custom ordered a sofa from Bassett (***** **** *******, *******, ** *****), paying $3,125.18 on 5/18/19. The sofa began to sag in the two areas most often used. I contacted Bassett for service on 5/18/20. 4 calls later, on 7/16/20, Bassett employee ***** stated that Bassett would “replace foam in cushions with denser foam.” Bassett employees came and changed out the seat cushion cores. The sofa again began to sag. I requested service for the foam cores in the cushions again on 3/11/24. On 3/18/24 Isiah with Bassett stated that since Bassett had already replaced the cores with standard foam (which is what we paid for) Bassett would do nothing more. On 3/25/24, I spoke with ********* at ###-###-#### when I found in my notes that the cores were supposed to be replaced with denser foam (per ***** on 7/16/20), and according to Isiah they were not. ********* verified that the replacement cores were standard, not a denser foam, and stated the item is no longer under warranty (not true) and that Bassett will do nothing about the sagging sofa.

  Business response

  04/15/2024

  Thank you for reaching out regarding the concerns. Our supervisory team is working on the comfort concerns reported and will be replacing the seat cushion inserts at no charge. Our customer care team will be following up for any additional details.thank youBassett Customer Care

  Customer response

  05/28/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Bassett did send a technician out and he installed the new, denser cores. I am satisfied with Bassett's resolution. Regards, ****** *******

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a reclining sofa from Bassett, September 2022. Many manufactured defects with the sofa which required many service calls during the following year. After such service calls and more still required, I asked to replace or return the sofa. Bassett agreed to exchange the sofa for something else of my choice. Replacement order was processed and new sofa which is a sectional and I paid extra for arrived beginning of 2024. Fabric on different pieces. Do not match. Look like they came from two different lots of fabric. Agrees the fabric is mis-matched with fabric and wants to come out take pictures and start this process all over again. I have no desire or interest to start another year with Bassett of Customer Service appointments on a piece of furniture. I would like this to be returned and refunded which they are not willing to do. They want me to continue with more appointments more service calls to which I have no desire for. I don’t get paid to be home waiting for all of these Bassett service calls and my job really has no patience for me to miss work either. My boss is as frustrated as I am! I’m asking for a refund and return of the sofa with full money back due to manufacturing defect.

  Business response

  04/01/2024

  Thank you for reaching out  regarding the concerns. Mrs. ****** purchased a motion sofa previously from Bassett in 2022. There were concerns with the motion sofa and a reselection was completed. Mrs. ****** moved to a larger modular sectional. The fabric selected for the sectional is a textured chenille. This fabric has a nap  and some shading  as traditional with fabrics with a nap. The appearance of the fabric has subtle changes based on lighting and as you move your hands across the fabric changing the direction of the nap. Mrs. ****** has expressed concerns over the fabric she selected, offers have been made to have a  store team representative or an upholsterer visit Mrs. ******'s home to assess the sectional and determine if there are any concerns  we are  not seeing in the photos. Mrs. ****** has refused  to allow any Bassett personnel into her home to make this evaluation. We have again made an offer to Mrs. ****** to pick an alternate fabric if she is not completely happy with her selection. At time time we are awaiting word from Mrs. ******  so we can partner on an alternate fabric,Thank youBassett Customer Care

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bedroom set from Bassets Nov 30,2019 cost was $4,071. The night stand was $600. I notice the finish was lifting and pealing so ai contacted Bassets. They sent me to ******* the warranty company. I submitted a claim Feb 5 and it took 4 weeks for me to get a response on the picture and details I provided. Only to be told they don’t cover issues due to quality. This is a quality issue because the last thing I expected from a wood custom pice is for the finish to lift and peal. For that i could have bought myself a cheap nightstand that i could throw out. This is not acceptable. I choose Bassets because the brand was to be a quality brand and unique design. Now I am am told they don’t cover or repair.

  Business response

  03/18/2024

  Thank you for reaching out regarding your concerns. The photos submitted do show some overtime wear and damages. We are reviewing the photos submitted and will reach out with additional feedback and options.Thank youBassett Customer Care 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sectional sofa and two Accent Chairs and Pillows from Bassett Furniture on November 26, 2023. All the pieces were delivered on January 13, 2024. As soon as the furniture was removed from the plastic I commented to *******, the Bassett designer who was at our home for delivery, that it smelled. She said because it was wrapped in plastic and transported from ***** ******** that it needed a few days for the smell to dissipate. The smell did not and has not gone away. On February 8, 2024 the furniture was picked up by Bassett and brought to their warehouse to be treated with an ozone machine. On February 17, 2024 the furniture was returned but the offensive smell still exists. We have had our windows open (it is cold here) and purchased an air cleaner but the smell is unbearable. To walk into your home and smell this skunk like smell is very upsetting. With the windows open you can even smell it outside.This can't be safe. We can not use the furniture. To date it has been 7 plus weeks and our furniture still stinks. We have reached out several times to the salesperson and the store manager *****. They claim that they can not help us any further. ***** has referred us to the manufacturer in ***** ********, who transferred us to ******** to speak to a customer care specialist. We have left numerous messages,(###-###-#### this is the warranty number) calling all different times of the day in hopes of getting a person. The recording - we are experiencing longer than usual wait times - please remain on the line for the next customer care specialist- sorry we missed your call- leave a message and your call will be returned a soon as possible. No one has returned our calls to date. When I called ***** and explained our frustration he provided us with ###-###-#### which is the local number with the same recording for customer care. We have been patient but we need furniture that we can sit on. We want Bassett to come pick up the furniture and refund us in full.

  Business response

  03/12/2024

  Good Morning,We are working with the retailer on some options but have not finalized everything yet.  The store management will be contacting the ********' later this week to review the possible solutions.Thanks!

  Customer response

  03/15/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I  received a phone call from ********* at Bassett ********** (3/14/24) offering (from the manufacturer) to take two seat cases for testing. This will take at least a couple weeks - it will not alleviate the bad smell of the furniture and it will further extend any resolution. We advised ********* on 3/15/24 that we still want them to take the furniture back and refund us in full. ********* said she would get back to us however we did not hear back by end of day and we needed to respond to you.  Regards, ****** * ***** ******** 

  Business response

  03/28/2024

  We are sending out a new casing and core for both the sofa and chair.  Once they arrive at the retail store, they will take them out to the home.  They will then send us the casing's back so we may submit them to the fabric mill for testing.We will contact the consumer's once we have the lab. results from the fabric mill.Thank you.

  Customer response

  04/01/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is not a resolution just a first step to determine if the fabric is toxic. It will take months to complete this process of replacing two current cushions, testing these two cushions and making a determination. We are concerned that the replacement cushions will not match the original sofa and chair and further that they will smell as well. We are also expecting to be contacted by the local store for additional repairs to the fabric under the both chairs and the chaise,  which are hanging down and visible from the front  and one chair leg, which needs to be turned.  Regards, ****** * ***** ********

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Bassett Table from ****** *********. The table has done nothing but scratch easily since I purchased it. I went to ****** ********* and they told me that Bassett would do nothing about it. They blamed us for dragging things across the table which wasn’t done, about cleaning the table with abrasives which wasn’t done. I want some remedy to satisfy this large purchase. The picture I have uploaded is just one of MANY scratches on this table. We have not put this table through any harsh use of any kind. We eat at this table primarily, nothing else.

  Business response

  03/11/2024

  We have spoken with Mr. ********* and the retailer.  We will replace his table top at charge as a one time courtesy.  Mr. ********* has agreed to pay for the delivery fee from the retailer.

  Customer response

  03/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, 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. Regards, ******* *********

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  December 15, 2023 Went to Bassett Furniture to look at a sofa and loveseat (S/L). After seeing a style of S/L we liked, ***** *****, Bassett sales, arranged to have a fabric swatch sent to our home for approval. We approved the purchase based on the swatch. Delivery on Friday 2/2/24. Noticed immediately that the color of sofa/loveseat did not match the swatch. I said to the delivery person that we should not accept the order and he should take it back. He said he could not do that but he would notify customer service immediately. **** from Bassett customer service called us. We informed her that color of fabric on S/L did not match the sample. She said they would discuss and get back to us. On Saturday 2/3/24, I texted Mr. ***** and informed him we are not happy with the S/L since this did not match the swatch. He suggested we come in to discuss. We brought in a cushion and our sample swatch. Mr. ***** and the store manager agreed with us that the colors were different. At this point, I suggested they take the S/L back. But Mr. ***** said to be patient and enjoy the furniture while their process to review proceeded. On Tuesday 2/6 we received a phone call from ****, customer service at Bassett. Her phone number is ###-###-####. Call came in at 11:30 am **** admitted there was a “slight” difference in the fabrics but said this was a dye lot issue. As a possible solution, Bassett wanted to re-cover our cushions only with a fabric that may look more like our sample. This was not acceptable as the back/sides of the sofa would look different than the cushions. I again explained that the coolness of the color of what was delivered is not what we were looking for, nor approved. It doesn’t match anything in the house. After above discussion with ****, we filed a dispute with the credit card company. After again requesting Mr. *****  arrange to pick up S/L, his response was “not going to happen. It’s yours.”

  Business response

  02/15/2024

  Thank you for reaching out regarding your concerns. We are unable to honor a return or refund on the custom order placed. The fabric received is correct as orders. Please call or stop into our showroom  as needed to review the sample of what was selected in store and purchased.Thank youBassett Customer Care 

  Customer response

  02/16/2024

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

  Business response

  02/27/2024

  At this time a dispute was been filed with the credit card company and Mr. ********** is in possession of the items along with a full refund from his card company. Bassett will continue to respond to the card company regarding this matter. thank you Bassett Customer Care 

  Customer response

  02/27/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We did not receive the items we ordered, and on the day of delivery, we requested Bassett take the items back.  Since then, we have requested numerous times that they take back the items.  The final response from Bassett was, 'not going to happen, they are yours.'   We do not intend to pay for items that we did not order which is why we are disputing the credit card charges.  Regards, ******* ********** 

*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. ↩