Bassett Furniture Industries
reviews and complaints

We have gone through 3 sectionals from Bassett and each one after a few months has started creaking from the back. The first two sectionals were inspected and repaired and we were told that if this happened again we could get a refund and return the couch. Now we are being told that our THIRD sectional needs to be inspected and repaired first. We are extremely unhappy. This has been a complete headache and has taken up way too much of our time. We are so disappointed that Damla Ari is going back on her word and making us go through this again.

I ordered an area rug from Bassett San Jose. 1st rug was ruined by the delivery driving company the replacement rug was delivered and returned on the spot. The rug appeared to have a completely different color almost like bleach spots and the ends of the rug looked beyond dirty. COVID hit so my issue went unresolved until today. I was told a couple of weeks ago that my account would be credited which didn't happen. Today I got a call from the manager Laura who said nothing is wrong with the rug that is how it is made. They will do nothing my only choice is to pay 15% re-stocking fee or they will deliver the ugly rug on the 23 rd. I have had nothing but issues with the products I have purchased my dining room table and chairs however there is not enough room to write it out. I would appreciate a phone call from someone at a higher level that can make this right after they hear the full story.

Charlotte Wayman
[protected]

I ordered a sofa and loveseat in mid oct 2017. Delivered thanksgiving week and before christmas I was emailing raleigh nc store that my couch and loveseat were both "peeling" terribly. The only comment I received was "yes, that can happen" and "here's a link to the"shaver"we use at the store. What?!? I just bought new furniture and I have to"shave"it?!? Well I have"shaved"the furniture numerous times and it is a joke! Rough to sit on, ugly to look at the cushions which certainly look older than 6 months. I even purchased the extended fabric warranty and store said" doesn't cover peeling. $8000.00 and I have crap! I will tell anyone that listens bassett is a joke!

If you go to Bassett do not talk to the salesman because they will lie to you about costs, shipping costs and delivery timeline. after you pay they will give you a second contract to sign:. this contract will say that they are not bound by anything they have promised you.. you will then have the option of suing them in small claims court or being stuck with the wrong furniture?. they will not care because they have your money and no one ever sues them?.

My entire experience can by summarized in the email I received from the general manager: From: michael annese [protected]@gmail/.com "I hope you will learn in life that being a condescending, and arrogant person is not helpful to you at all, . You are not as bright or quick witted as you think you are". Thank you, Michael Annese General Manager Bassett Furniture Cincinnati Ohio"!

We purchased furniture in July, and were promised delivery within 6 weeks. After 6 weeks, we called every day and were brushed off. Then, after 9 weeks, the store calls and says: "Our delivery company decided they cannot deliver to your location." That was the ONLY reason we bought the furniture to begin with! We sat on lawn chairs for a month for no reason! Then, we rented a Uhaul to pick up the furniture, and they wouldn't even help us load it! THEN they wouldn't refund the delivery fee. This store has no clue about customer service! I hate to even look at the furniture I spent three grand on!

Bassett furniture is a fraud. I purchased a $3, 400 sectional from this company and the leather has started to peel. I got an expert to take a look at the damages and he let me know that they sold me furniture that was not real leather. They hard sold my the furniture with the idea that it is of extremly better quality than just about any other store in my city. For the price that I paid this is fraud. They have discontinued this line. I also purchased a warrenty and they will also not fix the damages or provide a replacement. Never purchased anything from this company!

We purchased a Bassett couch and love seat which looked dirty upon delivery. When a representative came out to clean it, we were informed that it was just the "nature of the fabric." Not only is its nature to look dirty but also to look worn and to "travel" (making pulling and tugging of the fabric to align it one of my new daily chores). We had stressed to the sales rep that we wanted a fabric that would require no fuss, that would take the daily wear-and-tear of a family room and look great for years to come. One week later our brand new Bassett couches looked older and more worn than the 10-year-old Bob's Furniture couches they were replacing. Bassett's response has been, "your problem, not ours."

Within 1 year of purchase from Basset Furniture, the desktop finish gets large flaws when in contact by wires or other rubber products, such as computer and telephone wires and feet. The finish indents and raises around the rubber becoming very unsightly. The store sent a person to view and take pictures of the desk. He said this has been a problem with their desks. Since I did not buy their extended warranty, they will not consider anything other than sell me another desk. Fool me once, shame on you. Thus, poor quality products and a company that will not stand behind its product.

I recently ordered $6, 400 worth of furniture at Basset Furniture. It is a dining table with eight matching chairs, and a shelving wall unit. The salesperson seemed reasonably knowledgeable and I patiently waited the six weeks for the furniture to arrive.

When it did, I was shocked. The stain on the dining chairs was darker on the tops than the rest of the chair. The entire set was a darker finish than I ordered. The poor quality craftsmanship showed on the underside of the table. But the biggest problem was that the shelves had come in the completely wrong color. The delivery guys called the store and ended up taking away the shelving. I had taken a day of vacation for the furniture delivery. I was furious.

The store manager was dismissive and aloof. He interupted me, was evasive on when he would get back to me, and blamed me for the mistake. He called the next day to report the salesman said I had wanted the two different colors - pieces that are in the exact same room. It was a blatant lie, but one that I had no paperwork to refute. They refused to do a refund or even apologize. Their "solution"? Take another day of my vacation to come in and argue with the salesperson, then order the shelves in the darker finish I originally asked for. I will have to wait another 6 weeks. That is three months from the time I ordered that I actually get my furniture.

Bassett Furniture is a rip off for the quality, has terrible customer service, and the customer has no recourse when the store personnel make a mistake. My next step after posting this is to contact consumer reports.

I am very happy with the quality my new Bassett furniture. I was only slightly frustrated when an upholstered chair was broken during transport and when my dining room table and chairs were ordered incorrectly. What angered me the most was the horrible customer service I received afterwards. The sales person would never call me back and then claimed she tried but didn't reach my voicemail. Didn't even have the brains to call me and tell me that my replacement furniture was ordered. I had to find out that on my own. Then when I finally got ahold of my sales person I explained how frustrated I was and wanted a partial refund for my troubles, she promised to call me back in 30 minutes and never called me again. I'm now dealing with corporate customer service.

I purchased a credenza and cocktail ottomon over memorial day weekend (today is August 18th). I called 3 times to check on the status of my order to be told that one piece was still missing at the factory. The last time I called & complained someone finally called me back to schedule delivery for tomorrow the 19th between 2 & 6pm.
This morning, I get a call from Lara? saying that my credenza is damaged and they have to try to repair it or order a new one. They also stated that the upper portion of my cocktail table had not arrived at their facility. I had been reading lots of negative posts on sites like this about bassett so I was not going to mess around with them. I told them I was just going to cancel the order.
So, i called bassett & spoke to the woman, Tanya, who sold me my furniture. She informs me that any furniture ordered from the factory is NON-REFUNDABLE! what? I paid in full! what a crock of crap!

After expressing my frustration, Tanya offered to let me "borrow" her credenza and cocktail ottoman off of her floor, she would deliver it today. I asked her to double check to make sure they were in good condition...she just called back to inform me that the factory DID in fact have the entire cocktail table and it will be here tomorrow. The credenza will be delivered today...we'll see what kind of condition they are in when they get here...who knows what will come on the truck tomorrow...or when I will get my actual furniture...

I am still waiting on an item ordered March 1, it is now June 7. After an amazing amount of delay and grief I finally got a partial order. This time they said they received the wrong item for one of my beds. That was early May, still waiting to hear when the correct one will arrive. Also a couch was stained when delivered, although the delivery company took photos and logged the stain, I have not heard a word from Basset about a cleaning or repair. Do not buy furniture from these people. A call to Bassett HQ informed me that some stores are franchised so even they can do nothing to insure customer satisfaction.

[My letter to the Executive VP of Operations, Keith Sanders is attached below for ease - our complaints are clearly marked. We purchased this furniture New Years' weekend, 2006.]

Dear Mr. Sanders:

On or about August 31st we mailed the attached letter to your CEO Robert Spilman, Jr. in which we outlined several complaints which arose through the extraordinarily poor service we have received from the Polaris Basset location. These complaints, clearly stated in that letter, included the following:

1) Our order was not complete over eight months after placing and paying for it (a custom two piece sectional sofa, chair, three end tables and a credenza).

2) We were not notified of the status of our order despite repeated phone calls inquiring into why our delivery was far past the outer limits of the delivery range promised to us.

3) 1 ½ months after our furniture was promised to us, we received a damaged credenza.

4) We were not contacted in regard to how the credenza would be replaced. Only after numerous calls was a repairman sent out – despite our pleas that repair would not be possible.

5) After the repairman’s instantaneous declaration that the damage could not be replaced, we again received no contact from Bassett. Again, we had to waste our time to simply get non-damaged furniture. Again, we had to wait six more weeks, and again, we were not notified of the status of our order.

6) We feel that the “pilling” of the chaise fabric is excessive, and it took numerous calls and trips to the Polaris location to get a replacement.

7) The rear pillow of the chaise is crushed.

8) We received the wrong replacement materials from customer service manager Carmen Griffin at the Polaris store, indicating her lack of attention and concern for our complaints, and requiring yet another trip to the Polaris location.

9) Upon my wife’s final trip to Polaris to pick up the replacement chaise cover, she was rudely ignored by salesperson Alicia Kuhn, and Carmen flat-out lied and said she had never heard of our complaint about the chaise pillows.

10) We still do not have a replacement chaise pillow, we fully expect our furniture to fall apart further, and our experience with Bassett has been a nightmare all around.

In your letter of September 20th, 2007 you asked us to “advise if you are not completely satisfied with the results”. It would be obvious to you if you had read our original letter that simply receiving a replacement chaise cover would not make us “completely satisfied”. We have received poor service all around, and still do not have quality furniture.

We have sent a copy of this correspondence to all parties involved. We are tired of working harder than Bassett does in order to receive what we have paid for. We have not received anywhere near what we have paid for, and we deserve financial compensation for receiving poor product and being put through this ordeal. If Bassett cares about the level of service provided to customers, we expect that this letter will be read thoroughly this time, and a thoughtful response and offer will be forthcoming within two weeks of this date.

[Several weeks later we received a letter from Mr. Sanders stating that he understood the problems to be resolved because new pillows were ordered for us. None of our other complaints or dissatisfaction was addressed in any fashion by anyone from Bassett, and over 1 year after the purchase, we still do not have a satisfactory set of furniture. Proceed with caution.]

We paid for upgraded filling and our furniture is so hard it hurts our behinds when we sit on it. It is incredibly uncomfortable. They promised us they would 'make it right' and told us new filling was ordered. We called about 6 weeks later to check status. Filling was never ordered. They went back on their word. They actually suggested it was just 'firm' because 'it was new.' They said someone would come to the house to see if they thought it was too firm - a month after they agreed it was too firm! Next time I will get everything in writing - live and learn. I did not think I needed to do that with a reputable company like Bassett. However, we found out after our purchase it is NOT a corporate store, it is a franchise (like 7-11!). Buyer Beware - stay away from Bassett Furniture in Henderson. I am hoping the corporate headquarters will intervene on my behalf. I am waiting for them to contact me at this time. I will update this entry with any new developments 9positive or negative).

I only wish I had found this web site and read other complaints before I ordered my furniture.
Ordered furniture on 6/25/07- took picture of the sofa I wanted into the sales rep ([picture was taken from the Bassett website). Paid at that time.
9/4/07- I called sales rep to see why the furniture had not yet been ordered, was told they were "going to call me" to let me know the fabric had been discontinued.
9/8/07- reordered fabric.
10/9/07- furniture delivered- was not anywhere close to what the picture I showed the sales rep was like. I wanted a curved sectional- this was a very long straight sofa.
11/3/07- spoke with a store manager since I had not heard about delivery. He referred the call to the original sales rep who said he "would look into it"
11/13/07- had not heard from the sales rep. I called him- he stated "I was just getting ready to call you"- the sofa arms had been discontinued and would not match the loveseat arms (that was the only part of the order that had been correct when the furniture was orginally delivered). Had to reorder the loveseat and sofa with different arms so they would match.

Had I not already painted the living room to match the furniture, I would cancel the order. I will never deal with this company again.