Business Profile

Furniture Stores

Bassett Furniture Industries, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Bassett Furniture Industries, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

89 total complaints in the last 3 years.
25 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:11/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On about July 15,2022, visited the Bassett store in ******** ***** to look for furniture. On July 17, 2022, I purchased a sofa and a chair and a half for a total cost of $3811.02.Given an estimated delivery date of Mid Nov. It was delivered on Sep 23,2022 with warped seams and piping, the large gaps in between the cushions that don’t sit flush with the frame, cushions that don’t fit snug and a stain. I sent pictures to corporate and was told they could not issue a refund because my order was “custom”. I ordered what was offered from the showroom floor with the arm options that are given..nothing custom. I was told they’d order cushions and send a technician out to “fix” it. That was over 6 weeks ago. Now the gaps between the cushions are so wide a baby could fall in. I live alone and have very few visitors. Im so frustrated and disappointed with the overall quality of product as well as the customer service. I’d like to have them pick up their product and refund my money so I can purchase some ever so needed furniture. Please help. Thank you
Business Response
Date: 11/25/2022
Thank you for reaching out regarding the concerns. Due to shipping delays the replacement cushions needed for the sofa are due in approximately 2 weeks. Bassett will dispatch a craftsman for install and will be discussing a discount for the delay and inconvenience experienced while awaiting a resolution. Bassett will be in touch by phone directly to discuss.Thank youBassett Customer Care
Initial Complaint
Date:10/31/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spent about $13,000 at Bassett Furniture in the past few years and purchased a warranty package from Guardsman each time. The warranty cost is not cheap, but the number of exclusions is high and the slowness of repairs in unacceptable. I purchased a Leather Chair Recliner on order # *********** in September 2019. A claim was put through both for an issue with the reclining mechanism and the condition of the leather. The claim regarding the leather was declined, although quality leather should not have bubbled in such a short time. I have had to wait about 2 months regarding the reclining mechanism getting fixed and may still have months more to wait. This is totally unacceptable. This should not happen with a chair that cost about $2300. Given the amount that I have spent at this store and the high quality that it advertises I am very disappointed. I have reached out multiple times to their Customer Care area and have not even gotten the courtesy of a response. At this point I would just like to get a refund for the cost of the chair and they can have it back.
Business Response
Date: 11/13/2022
Thank you for reaching out regarding your concerns. Please reply to the email sent from Bassett Customer Care with photos of the areas of concern. Bassett will partner with Guardsman protection on the status and install of the mechanisms and review the photos upon receipt to make as assessment on the additional concernsthank youBassett Customer Care
Initial Complaint
Date:10/28/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a sectional sofa on August 8, 2022 after sitting on it in the *********** ** showroom. When I received my sectional it was so firm it felt like sitting on boards and the back cushions were unmovable when you lean on them. I sat on the sofa 2 times and realized when I sat on it that my back was hurting. That evening I woke in the middle of the night and couldn't move at all, my back was locked up. I contacted customer service about my problem, they said they can’t accept returns on custom pieces, I let them know my sectional is not custom, it’s a stock sofa, but still they wouldn’t take it back. They suggested I get down fill cushions to resolve the firmness issue. So I paid $450 more, waited 5 weeks and just got them. They are more firm than the poly fill ones I have. So now I have more money invested in a sectional I can’t use, and 7 big pillows sitting on my living room floor. I have to sit on the floor when I want to watch TV so I don't make my back worse. I continue to have constant back pain and have paid $1,300 to a chiropractor to work on it, and am getting massages twice per month. So far my pain continues, I have kniving pain in my upper left shoulder blade, all day, every day. I then spoke to ***** in the ********** store, he said that he gets lots of calls from people complaining that this sectional is too firm. And he admitted that the one I sat on in the showroom is softer than what I received because it has been sat on by about 3 dozen people per day for however long it’s been on the floor. Had someone told me when I sat on it in the showroom that it would be significantly firmer when I receive it and would take a long time to soften, I wouldn’t have ordered it. I feel misled by what I sat on and what was actually delivered to me. I had no way of knowing it wouldn’t be the same. I spoke to ***** the store manager and she said the regional mgr declined my request for a refund. I would like this sectional picked up and a refund issued.
Business Response
Date: 11/13/2022
Thank you for reaching out. The management team has discussed the concerns with the consumer along with the nature of the custom item purchased. Bassett has worked to provide alternate options on comfort and the product received has no defect or damage. We are unable to process/accept a return on the custom ordered item. thank you Bassett Customer Care
Customer Answer
Date: 11/14/2022
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 haven't experienced such a lack of customer service from any furniture company, or really any business in many years. It's very surprising to me how they treat their customers.My sectional was NOT a custom piece, it was an in-stock piece that I purchased after sitting on the same one in their showroom. I was not told when I sat on it that the one I receive would not be the same but significantly firmer. This is misrepresentation. When I called about my issue the store staff admitted that the one in the showroom is much softer and that others have complained that it is too firm once they get the actual sectional. I was told I could put the cushions on the floor and run on them repeatedly for months until they soften up. Really? Like I have the time to put 15 cushions on the floor every day and run on them until they possibly soften up at some point. The managers and customer service provided an alternate option that made my problem worse. They offered me more cushions for an additional fee, I waited a month to get them and they are firmer than what I have. So now I have a sofa I can't sit on and additional cushions sitting in my living room that are firmer and I can't use, and I have spent more money. I feel like my complaint wasn't really read, I just got some short stock answer.Your company has admitted there is an issue, that other customers have faced the same issue (verbally in my conversations with the store and customer service and in print here on the BBB website) and you refuse to do anything?I have seen from other BBB complaints that this is a problem that others have faced, I would like the same solution that was offered to them, pick up of my sectional and issue me refund. Regards, ***** *****
Business Response
Date: 12/02/2022
We are unable to accept a return on the sectional purchased . While in the same fabric as our showroom display , this sectional was made to order to the configuration and fabric selection made by Mrs ***** . Bassett has issued a refund of the upcharge paid for the additional cushions. All applicable warranties remain intact. Thank you Bassett Customer Care
Customer Answer
Date: 12/02/2022
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, ***** ***** I appreciate the refund on the additional cushions, thank you. I find the response is a bit contradictory. I did order specific pieces of the sectional, but it was an in stock item which is why I selected it since I didn't have the time to wait for a custom piece. I didn't select the fabric, it was the one that was available as an in stock sectional, and as you mention, the same one in the showroom. Not really sure why it keeps being referred to as my selection or custom, it wasn't. Also not sure why other customers with the exact same issue were able to get a refund (see other BBB complaints) and I am not. I did everything I could to try to work through the issue amicably but to flat out refuse to stand by your in stock items isn't understandable. All other furniture brands I have bought from give you time to try out their pieces and allow a return if you're not satisfied. Your policy is inconsistent since some customers you will refund and others you won't.I am again respectfully requesting a full refund of my sectional. I am only requesting the same treatment as other customers with this issue.Thank you,*****
Initial Complaint
Date:10/25/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We placed a order w/ Bassett *** **** store on 3/30/2022, it includes a dinning table set and a king-size bed. The king-size bed was expected to be delivered on 7/7/2022, but one day before that I was informed that the footboard was wrong and I need to wait more time. On 8/18/2022, Bassett tried to deliver the bed but the rails which is used to support the mattress is too short (will attach the photo). I contacted them and they asked me to measure the fuze of bed frame and the wrong rails, I did it and sent the info in the email. On 8/29/2022, they tried to deliver the rails but again its the wrong size... I feel like Im wasting time w/ them and they do not really want to fix the problem, and we could not use our master bedroom for couple of months. Thanks in advance for the help and please let me know if more info is needed!
Business Response
Date: 10/28/2022
The store ownership has been trying to contact the consumer with no success. They have left a couple messages. They will be sending out a letter to try and touch base with them.
Initial Complaint
Date:10/22/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had a custom 9 ft solid wood table, 10 matching upholstered chairs, and a matching huntboard delivered by Bassett in April 2021. We noticed multiple " grease stains" on the table that appear to be the finish coming off in September 2022 after lightly dusting the table. We have contacted ****** ******* at Bassett about the stains and have tried to get an explanation as to what is happening to the table as it has only been used once or twice since it was delivered in the middle of COVID and is in our formal dining room. He told us that the standard 1 year warranty has expired, but we feel that the finish on the table should not be failing after slightly more than a year. The website states that the table "features a performance finish, which is resistant to most household spills and easy to clean." ****** keeps saying that he will talk to customer service about this as a favor but it has been over a month now and it is clear that we are getting the run around from Bassett and need a resolution on this issue.
Business Response
Date: 10/27/2022
In speaking with the store ownership, they are replacing the table top for the customer at no charge.
Customer Answer
Date: 10/27/2022
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 have concerns about getting a replacement tabletop. We have received no explanation as to why this happened. We are concerned that we will be dealing with this same issue again within the next year. Bassett’s email states that this is a one-time courtesy so we will have no recourse if this happens again. We do not accept Bassett's resolution unless we can be assured that if this same thing happens again, Bassett will accept the table, chairs, and huntboard back for a full refund. Regards, **** ******
Initial Complaint
Date:10/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After waiting several weeks for a Bassett dining room table and chairs to arrive, we received a table with a semi/unstained board in the center of the table with perfectly straight edges and little to no grain pattern. Bassett claims the semi/unstained board is a natural characteristic of the wood and is refusing to provide a replacement. A discount was offered, but we have no interest in a discount. We paid a premium price (~$5000) for a table that we thought would meet our expectations. We simply wanted, and still want, a solid wood table that appears natural. Perfectly straight lines do not appear in the natural world. It was a human/machine that cut this board, a human that chose to place this board with little to no grain pattern in the center of the table, and a human that applied (or didn’t apply) the stain to it. This is a man made defect and not a natural characteristic of wood. We want Bassett to accept this and provide a replacement table that is not defective, or provide a full refund for the table and chairs.
Business Response
Date: 10/29/2022
Bassett has processed a replacement order for the dining table.thank youBassett Customer Care
Customer Answer
Date: 10/31/2022
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
Date:10/09/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a sofa on 8?17/19 and then a recliner on 11/29/19 from the Bassett Furniture store at *** ********* ****** ** *******. My daughter was with me as a witness that I was assured that by upgrading to a certain fabric and then buying a Guardsman protection plan that I was covered if anything happened for the next 5 years. During Covid I did have a couple spots on the middle cushion that I did not report because I could just turn the center cushion over and I did want people coming to my house. When I was on vacation the end of June/beginning of July my dog sitter must of had a party and left stains all over the sofa and chair. I filed a claim for both on 7/14 and 7/15/2022. I sent them pictures of the damage as requested. I did not send a picture of the middle cushion because I had forgotten about it and it wasn't part of the current damage. They send someone out who took lots of pictures and did not say anything specific to me. On 8/4/2022 I received an email saying it is "accumulation" and they would not cover it. I appealed to Guardsman and was hung up on y their escalation dept. twice when I asked for clarification. I called Bassett and asked for their help and never heard back. I posted a review on YELP and was told to contact customer service which I did but again have not heard anything. I was not told that "accumulation" was due to the middle cushion until 9/15/2022. I I told them I was not claiming that and was fine with them ignoring it. I am at a loss and very frustrated!!! Thank you for any help you can give me. I do have notes with dates, times and names and I have the emails between us.
Business Response
Date: 10/10/2022
Thank you for contacting Bassett Customer Care, please find email request direct to your email requesting photos of the current areas of concern. The protection plan purchased covers accidents and incidents reported within 30 days of occurrence. Bassett will review the photos upon receipt and confirm how we can best assist to resolve.thank youBassett Customer Care
Customer Answer
Date: 10/11/2022
Better Business Bureau: 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 sent Bassett the requested photos. I did report the damage within the 30 days. Regards, ***** ***********
Business Response
Date: 10/20/2022
Thank you for providing the update and photos. The photos submitted do show an accumulation of stain throughout the sofa and recliner. Bassett is unable to cover the cost of a cleaning or recover the affected pieces, however Bassett will provide replacement seat covers for the sofa and recliner seats. If dissatisfied with the protection plan, Bassett will provide a refund of the protection plan which customer can use towards a general upholstery cleaning of the items. thank you
Bassett Customer Care
Customer Answer
Date: 10/24/2022
Better Business Bureau: 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 beloThis is unacceptable and is not in accordance with the promises made by the sales person. Please help me understand how you determined "accumulation" based on the photos. No one has been able to give specifics. This has been going on for 4 months and is absurd ! You have said you cannot clean it but will give me a refund so I can have it cleaned? How does that make sense? This is certainly sub par customer service!! Regards, ***** ***********
Initial Complaint
Date:10/03/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a sofa on August 22, 2022 at the Bassett Furniture Store in **** ******. It was delivered on September 28, 2022 - undamaged. After the delivery guys left, We couldn't wait to sit on and enjoy the sofa. Much to our disappointment it was like sitting on a piece of plywood. The cushions are over stuffed, not sitting well on the frame. Not aligning up properly with the other cushions or frame, the seaming on the back cushions are poor. the workmanship, quality, comfort and aesthetics are unacceptable! We waited so patiently to receive the sofa and were so excited when it arrived only to be so disappointment! We are dissatisfied with the product and are requesting full refund including the warranty purchase. We e-mailed the CEO of Bassett on the 28th copying the salesperson. Went to the store on October 1, 2022, spoke with the salesperson and a lady at the front desk. Both informed me I had to e-mail Customer Care with photos. i contacted Customer Care, who informed me to provide them photos and they would investigate and inform the store manager their findings. It's up to the store manager to agree or disagree with the return and refund. We have placed the sofa in our dining room as not to have anyone sit on it while waiting for a decision.
Business Response
Date: 10/08/2022
The Bassett Management & Design team have been in touch to offer a reselection to a more comfortable style as needed. The seat option on the original item was selected as a standard fill which provides a full density seating which softens more with use , there are additional fill options for consumer comfort , however those options were not originally selected. Please find attached photo of item delivered satisfactory. Please stop into the showroom to discuss comfort options and a reselection thank youBassett Customer Care
Customer Answer
Date: 10/13/2022
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 originally went to their store to make our selection. We patiently waiting 6 weeks for delivery, upon delivery we were very disappointed and dissatisfied with the sofa. We expressed our dissatisfaction, with photos, to their Customer Care unit. And today we get a response from the salesman Mr. **** that the decision for us to make a reselection is final. We have no confidence going back selecting another sofa. The only resolution to our satisfaction is the return of the sofa and a full refund. Regards, ***** *******
Business Response
Date: 10/13/2022
Bassett will be accepting a return for a refund on the item and we are awaiting response to finalize a pick up from the home thanks Bassett Customer Care
Customer Answer
Date: 10/14/2022
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, ***** *******
Customer Answer
Date: 10/20/2022
Better Business Bureau: 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. Below is an e-mail, I received, stating I will not be refunded the delivery charge of $199. It was my understanding I was to receive a full refund. i shouldn't be charged a delivery fee for something wasn't acceptable and was returned. ***** ******** ***** *** ******************************* *** ********************** ********************** *** ****** ****** **************************** ***** ********** ***** ** ******** ***** ***************** Mr. *******, Attached is a copy for your records. We have picked up your furniture on 10/15/22 and today we have processed the $2179.08 refund. No restocking fee was charged. Delivery fee of $199.00 is nonrefundable. Regards, ***** *******
Initial Complaint
Date:09/23/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered over $15,000 in furniture from Bassett Furniture ************ ** back in April 2022. I was told that my items should arrive by June. When July rolled around and I hadn’t received any update or notification about my order, I reached out to Bassett to learn that the majority of my items were still not available. As the items started to trickle into the warehouse later that month and Aug, I was contacted by the delivery team to set up delivery. I politely declined because I was adamant that I wanted everything delivered at once. I work two jobs and it is difficult to find days off that I can sit around for hours waiting for a delivery. I finally received a call that everything was ready so I set up delivery on my day off of work (Sept. 21st). As soon as the delivery team left my home, I noticed that I was missing my coffee table. I immediately called Bassett and that is how I found out that the table wasn't coming and needed to be reordered. Furthermore, two of the items I received were damaged (white couch pillow has a brown stain on it and the leather ottoman has an obvious indentation with scratches). Furthermore, the quality of many of the items are disappointing considering how long I waited for them and the cost. The two side tables in the living room wobble when they are touched with a single finger and the drawers of the bedroom dresser feel stiff and awkward to open. I ultimately was informed by the store that the missing table will arrive sometime in Oct. Additionally, I was offered a $500 credit and was told that I could schedule someone on my day off to come look at the damaged items that were delivered. This is going to turn into multiple visits that I have to schedule with Bassett. Again, I work two jobs and do not have the time or schedule availability to be doing this. The purpose of ordering “high quality” $15,000 furniture and asking for a single delivery was to avoid this. I just want the items to be returned without cost to me.
Business Response
Date: 09/27/2022
We apologize for the concerns experienced during the fulfillment of your order. Bassett will provide a cancellation/refund of the impacted cocktail table and the matching end tables based on the delay. Bassett will provide a craftsman visit to assess the additional concerns on the account. Please finalize a visit at your convenience with the craftsman or customer care and we will continue to work to resolve .thank youBassett Customer Care
Customer Answer
Date: 09/28/2022
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. Why do I need to make arrangements for a craftsman to come look at the brown stained pillow? This is a complete lack of respect for my time. The missing table, replacement pillow and ottoman should be brought to me in one final delivery. Regards, ********* *******
Business Response
Date: 10/05/2022
Bassett has been in touch with Mrs. ******* to discuss next steps. Bassett has offered a cancellation on the cocktail table and matching end tables. This means the order pending for the cocktail would be cancelled and the end tables picked up from Mrs. *******'s home and a refund processed. Should Mrs. ******* decide to keep the end tables and accept delivery of the replacement Bassett will provide a 30% discount on the price paid for the cocktail table for the concerns experienced. Mrs. ******* has advised that based on her work schedule she is unavailable for a technicians visit, Bassett has confirmed we will process an exchange of the ottoman with concerns and a replacement cover for the impacted casing. At this time we are awaiting a response from Mrs. ******* on the decision on a discount of the table OR if she prefers to cancel the tables and return them for a refund. Our customer service team will be following up to confirm a decision from Mrs. ******* after she has a chance to review .thank youBassett Customer Care
Initial Complaint
Date:08/17/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a set of patio furniture (floor model) for over $7,000.00 on April 2, 2021. When the furniture was delivered on May 22, 2021, it had clearly been “used” while awaiting delivery in their warehouse - the cushions were dirty and stained, there were bottle/can marks on the wood, and there was a gelatinous, sticky substance on the wood. I documented the damage and sent photos and an email to the store. I was told that the cushions would be replaced and that the store would send someone out to clean the wood. It has been 15+ months, and none of this has occurred. I have followed up in person, via email, and via phone, and neither the local store nor their corporate headquarters has offered a remedy for the damaged furniture I received - I’ve been asked to re-send photos, told that the cushions are “in order”, and today I was told that the store would only reorder 4 cushions (out of 5 that were dirty) and if I wanted more than that, they would charge me for it - despite the fact that when I received the furniture it was not in the condition it had been when I purchased it. I believe the store is attempting to “wait me out” in the hopes of not having to replace anything or provide a refund.
Business Response
Date: 08/29/2022
Thank you for reaching out regarding the concerns. Our management and Customer care team will be in touch to discuss a resolution. Thank you Bassett Customer Care
Customer Answer
Date: 09/13/2022
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 was out at military training since 28 August.What the store has offered me is exactly what they have been claiming they have done since May of 2021 - the message I received from the store is that they put the cushion casings on order on 29 August and that they generally take 3-4 weeks.This is no different than the message I’ve received multiple times from this business for the past 16 months. This continues to be a wholly unsatisfactory response to their failure to uphold the terms of the original sale in April 2021.Please advise.Regards, ****** ********
Business Response
Date: 10/05/2022
Bassett reorder all the casings for your outdoor pieces, and these will be ready mid to late October. We apologize for the delay in the reorder as there was some disconnect regarding what casings were needed and the items being purchased as is. We do have all that information cleared and the covers were ordered. The current delay does stem from these being ordered at the end of August. The total amount paid for cushions on the order was $1382.50 . Bassett will provide a $500 in store credit on the account. We will continue to keep you updated on the replacement casings. thank you Bassett Customer Care

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Bassett Furniture Industries, Inc. is NOT a BBB Accredited Business.