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Business Profile

General Merchandise

Bassett Direct NC LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In June of 2022 I purchased a sectional from Bassett furniture that was special ordered and was supposed be completed in a few month. In August we got a call from the Bassett store saying that our sectional was ready and they wanted to setup delivery. We received our sectional at the end of September. A day after the delivery we noticed that the sectional had a huge gap between the cushions. We contacted the store and we spoke to a customer service representative that asked for pictures. We e-mailed the pictures and they said that they would send someone out to our home to see the sectional. They sent a gentleman name ***** out who examined the sectional and took pictures. ***** explained to me it looked like the factory didn't cut the cushions correctly. He said that he would give Bassett the report along with the pictures. ***** also explained that it might take a while because of the holidays coming up. I get a call from the factory confirming what ***** had said and so we thought they were going to replace the cushions. The first week of January I get a call from Bassett saying that it will take six weeks for them to get the cushions out. I said okay and thought that was it. Today January 17th I get an e-mail from ******* from Bassett saying that they need more pictures of the sectional. Needless to say that I was very upset because this process has been happening since Sept/ Oct and our couch has not been replaced or repaired. I tried working with Bassett but at this point I feel as though they are trying not to fix the issue. Either they take this couch back and refund me so that I can buy a functional couch or they repair this as soon as possible. I think I have been more than patient with Bassett customer service but I think 4 months plus is way too long for a resolution to this situation.

    Business Response

    Date: 01/26/2023

    To whom it may concern,

    Our *************************** along with our Store Operations Assistant has made several attempts to call this client and their mail box is full.  Additionally emails from both **************** were emailed with status and we have not received a response.

    Please know Bassett has every intention of resolving this issue with the client and is in the process of doing so.

    If there is anything else you may need, please let me know.

     

    Best regards,

    *****************************
    Store Manager
    Bassett *************************
    23230 ************
    ******, ** 33928
    **************

    Customer Answer

    Date: 01/26/2023


    Complaint: 18827325

    I am rejecting this response because: To the Customer Representative that responded to my complaint lied completely to my response. We have spoken to everyone that has called. Today I spoke to two customer representative, one at the store in ****** store and I spoke to ******** at the warehouse. I was told that they were going to expedite the process. My mailbox is never full. I suggest they look at the call records and talk to the people I talked to because Im pretty sure that information was logged to who whom I spoke to and when. To blatantly lie and say that we have not spoken on the phone or had discussions about whats happening with the repair of the couch cushions is unconscionable. After this experience I will never ever recommend anyone to do business with this company.



    Sincerely,

    *************************

    Business Response

    Date: 01/30/2023

    To whom it may concern,

     

    The cushion has been expedited and we do not have a specific date as to when the relacement will arrive.  Until the part arrives there is nothing more that can be done.

    Please know Bassett has every intention of resolving this issue with the client and is in the process of doing so.

     

    Thank you,

    *****************************

    Customer Answer

    Date: 01/30/2023

     
    Complaint: 18827325

    I am rejecting this response because: 

    *****************************, I noticed that you didn't respond to the false claim of ** not returning or responding to the phone calls that your company attempted to contact us. We do hope that the cushions will be replaced in the next few weeks. If not I hope there will be some sort of resolution to either replace or refund us on this couch. 

    Sincerely,

    *************************

Bassett Direct NC LLC is NOT a BBB Accredited Business.

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