Furniture Stores
Bassett Furniture Industries, Inc.Headquarters
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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
- 86 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/17/2025
Type:Delivery IssuesStatus: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.
I filed the review below yesterday and you are asking which retailer we ordered from: ********************************* The order is under my husbands name: ***** ******* **** ****** **** ****** ###-###-####
Terrible company to do business with. Customer service is nearly impossible to reach, and resolutions are not offered. They sent part of the bed over a week ago (after a 4 week wait) today the remainder has arrived at the warehouse but we must wait till Friday (today is Monday) for the rest to be delivered because just going to pick it up does not seem to be a legitimate option. When you do reach someone, there is no follow through, even writing to the VP of Customer Service doesn't do a **** thing. I have no trust in a company that does not hold themselves accountable and is unwilling to resolve customer complaints. I can only hope the bed does not have any issues as I could not imagine needing to deal with this company if there are any issues. Just know that if you wish to purchase from Bassett, set your bar as low as possible, even then expect disappointment.Business Response
Date: 06/25/2025
We apologize for the delay and inconvenience. Bassett has been in touch with the client on the account. Our Director of Customer Care spoke directly to the consumer, arranged the pick up of the merchandise , provided the assembly instructions and followed up to ensure matters were resolved. The consumer confirmed concerns were resolved. Bassett provided a refund of shipping charges along with a credit for the delayed bedrails, making the bedrails no charge to the customer. These credits were processed to the financing account used for the purchase and should be reflected in the next months statement. The consumer was also provided the direct contact for Bassett's Director of Customer Care should there be any additional concerns. Thank youBassett Customer CareCustomer Answer
Date: 07/01/2025
Yes, the matter can be considered resolved.
Regards,
**** ******Initial Complaint
Date:05/23/2025
Type:Product IssuesStatus: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 modular sofa from Bassett furniture in ******* ** on March 9. When the furniture arrived, it had crooked seams a large gaps between the pieces. We contacted the store several times to get this resolved. Finally in April they sent a "technician to our home to view the sofa. He noted the various flaws and said "he can only order parts but would file a report". Several weeks went by with nothing from Basset. I sent an email to contact person whose name we were given. She said in her email, she was waiting for her General Manager to return on Monday, this would have been the 12th. Again we heard nothing back from Basset. I sent a final email, advising that this has been going on for over a month and that i deserve a resolution. Still nothing from Bassett.Business Response
Date: 05/29/2025
We contacted the ownership of the retail store where purchased and they are contacting the consumer directly to resolve.Thank you!Initial Complaint
Date:03/31/2025
Type:Customer Service IssuesStatus: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 February 2nd we ordered with design consultant ***** ******* a sectional sofa for our living room $7954.24. ***** came to our house prior to ordering anything and took measurements of our room and informed my husband and myself that the sectional would fit the room - with the correct amount of space between the back of the couch and our island and chairs and between fireplace and end of couch. They delivered the sectional on March 6th and it does not fit the room. There is only 10 inches between end of couch and fireplace - no room to walk. I immediately reached out to discuss with ***** and she said she would speak to the manager. Days later - no response. Reached out to manager - she said she would look into it and get back to me. Nothing. Instead, ***** texted me and said the manager can't do anything - I knew the measurements and it was custom order. Then the manager emailed me saying "sorry" nothing we can do. All we have asked for is for them to refund us for one module (armless chair) that does not fit ($1449 plus tax). I explained that interior design standards give a minimum of 36 inches and we relied on their designer who took measurements to be the expert when it comes to the space. I have emailed Bassett customer service multiple times and called - and no response or return call. I have emailed the manager again and no response. The lack of customer service and no response or acknowledgement is nothing I have experienced before with a company. We paid a lot of money for the sectional and the design we expected doesn't fit and we are willing to keep the sectional except the piece that doesn't fit - we would like a refund. I have no idea what to do next. We haven't even taken the tags off the couch.Business Response
Date: 04/02/2025
Thank you for reaching out regarding your concerns. Our records indicate that As of April 1st our store team has reached out to schedule an appointment to visit your home to review the product and the concerns. We look forward to hearing back to be able to better address any concerns thanks Bassett Customer CareCustomer Answer
Date: 04/06/2025
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'm not satisfied with the resolution outlined per the detailed reasons below and attached. I would be happy to have them come to the house and see the space - we still have the tags on the sectional. I have not received any email from Bassett (store manager or otherwise) or Bassett Customer Service since March 12th (see attached for email chain). I have tried calling customer service multiple times with someone taking a message and saying they would get it to the right person - nothing. See the attached document that shows the text message history between myself and the sales associate from the date the sectional was delivered on March 6th with the picture of the sectional after they delivered. She spoke to store manager on Saturday, I called her (******) and left message, she never called back. I called again, she said she hasn't had time to review it and will get back to me on Monday afternoon after 3 pm. Nothing. Then I get the email from her that I attached plus my responses. We were never given the floor plan with the measurements that show 31 inches from corner of sectional to corner of my fireplace - but it doesn't show the space (measurements) from back of couch to the island. This is incredibly frustrating and disappointing. I can't even get a response back from customer service. I appreciate the assistance.
Regards,
******** ****Business Response
Date: 04/16/2025
The store manager will be reaching out within the next 48 hours by phone and will send a follow up email if not able to reach you directly to ensure a home visit appointment is confirmed Thank youBassett FurnitureInitial Complaint
Date:03/24/2025
Type:Product IssuesStatus: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.
My husband and I went into the Bassett Furniture store in ****** on 11/16/2024. We sat on several couches and were shown the ****** ***** *** Reclining Sofa and loveseat for its zero gravity and tall back features. The salesperson made sure we tried the zero gravity and we both loved it. We told her that was what we wanted. On 3/7/25, a couch and loveseat were delivered and even though they looked similar, they did not have the functions we wanted. After looking at their website and more closely at the receipt, we realized the salesperson had sold us what we think is the *********** ****** Slope Arm Reclining Sofa and loveseat. In addition, one side of the loveseat makes a clunking noise when reclining and positioning back to sitting. On 3/8/25, I called the salesperson to explain the error. She was rude, condescending, and I was told that "we sat on the Mooo" and that is what she sold us. She said the ****** ***** *** Reclining Sofa does not have zero gravity. I also explained the noise on the loveseat. She told me to send her a video. She said she would talk to her manager. My husband also texted her a video from their website showing the zero gravity feature on the ****** ***** *** Reclining Sofa. She called him and was just as dismissive. She kept saying she remembers us "all sitting on the mooo". On 3/14/25, She called my husband and said since it was a custom order, there is nothing they can do, but offer a couple hundred dollars off a future order. The couches are uncomfortable, have no neck support for my husband, and are not what we thought we were getting. We do remember sitting on these in the store and thought "absolutely not" because they were uncomfortable. At this point, we want a refund and the couches taken back. They are not useable for our family and not what we were sold. The salesperson made an error when writing the order.Business Response
Date: 04/21/2025
To whom it may concern: Customer ***** ***** purchased a reclining sofa and loveseat on SO ********** November 11, 2024. After sitting in several models, she purchased a *********** ****** sofa and loveseat. Upon delivery, she called the store and told the salesperson the wrong items were delivered. She told the salesperson she thought she ordered a different sofa and loveseat ( *******) that featured “Zero Gravity”. We pointed out that the receipt she signed was for ********** ******. She had sat in both models. Because there was either confusion or a misunderstanding between the sales person and the customer, the store agreed to take back the items in question for store credit and the customer told us she would apply the store credit to other items she needed. The customer agreed to this arrangement. See the attached RTN ********** showing the returned items and the store credit amount $ 9586.52. We consider this matter closed and settled. **** ******* General Mgr. *** ********* *** **** Bassett FurnitureCustomer Answer
Date: 04/29/2025
I have reviewed the response made by the business in reference to complaint ID ********. I agree to the store credit in the amount of $9586.52. I agree that my husband and I sat on more than one model. We signed the receipt based on trusting the salesperson knowing we wanted the "zero gravity" feature she encouraged us to try. Both the couch and loveseat have been picked up. However the crew damaged the front door trim in my house when removing the couches. When I showed them, they said "sorry" and left.
Regards,
***** *****Initial Complaint
Date:03/10/2025
Type:Customer Service IssuesStatus: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 am submitting this formal complaint regarding a highly disappointing and frustrating experience I encountered with Bassett Furniture, specifically regarding their misrepresented warranty coverage, poor customer service, and lack of follow-through. I believe this matter deserves the attention of the Better Business Bureau. I am far from the only customer experiencing this issue —
In May of 2023, I purchased living room furniture – Sales Order *********** - 1/2 Loveseat (Mitchell), 2 Chairs (Mitchell)s and 1 FAIRFAX MAPLE SIDEBOARD from Bassett Furniture. During the time of purchase, the sales representative highly emphasized the benefits of purchasing their extended warranty. I was clearly told that if anything went wrong with my furniture — whether it became stained, damaged, or any issues arose — all I had to do was make a simple phone call, and Bassett would send someone out to repair, clean, or resolve the problem without any hassle. As loveseat and chairs were white in color, this assurance was a major factor in my decision to purchase from Bassett,
After receiving my denial, I started researching Bassett Furniture’s reputation and was shocked to find an overwhelming number of complaints filed with the Better Business Bureau from other customers experiencing the exact same issue I was facing. The pattern is undeniable. It appears that Bassett has made it a standard practice to sell warranties under false pretenses, knowing full well that they have no intention of honoring them.
I then attempted to resolve the issue directly with Bassett Furniture. I called their customer service line on several occasions. Unfortunately, no one ever followed through. I made multiple follow-up calls, and each time I was given a different answer, ranging from “we’ll have someone call you back” but not once did a manager call me back. It became abundantly clear that they were intentionally avoiding resolving my issue.Business Response
Date: 03/18/2025
Thank you for reaching out and sharing the details of your concerns. Our records at Bassett indicates that we have not received any photos or notification of concerns directly to Bassett Furniture for review. Through additional research we have verified that a claim was attempted through the protection plan and was denied based on the nature of the concern. The concerns described were listed as pilling of fabric. Pilling often builds up as accumulation of of lint, a result of normal wear, not a fabric defect or accidental damage. Use a fabric shaver to gently remove the fabric fibers. Please let us know if you would like a Gleener and we can have one sent to you for use as a part of your upholstery care and maintenance.Should there be any additional concerns please feel free to contact us at the local store of purchase where you can submit photos directly to our store management team for review.We look forward to hearing from you in store where we can review any additional concerns and finalize a resolution.Thank youBassett FurnitureCustomer Answer
Date: 03/19/2025
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.The pilling you are referring to was a term used by the customer service individual. I said the furniture was dirty/accidental and included pictures of this with the chairs and love seat. During the time of purchase, the sales representative highly emphasized the benefits of purchasing their extended warranty. I was clearly told that if anything went wrong with my furniture — whether it became stained, damaged, or any issues arose — all I had to do was make a simple phone call, and Bassett would send someone out to repair, clean, or resolve the problem without any hassle. As loveseat and chairs were white in color, this assurance was a major factor in my decision to purchase from Bassett. You did not even mention the sideboard that was purchased where the drawers are not working properly. I also included these in the emails presented to ********. I have included all of the pictures for you to see as I did not know it was the practice to send such to he retail as the store communicated to us to use ******** who handles the issues. Not only that, we continually called the store in **** ** *******, ** where not one person returned our calls to resolve the situation.Picture files are too large to attached, however, I have attahed both emails which included pictures of the chairs(2), love seat, and sideboard. Regards,***** **********Business Response
Date: 03/20/2025
The protection plan covers incidental damages , breakage and breakdown however does not provide overall/ general routine cleaning. Claims do have to be filed directly with the plan company, however, based on the concerns please send a copy of the photos directly to Bassett to *********************************. Once we receive the photos we will be able to review to offer any assistance directly from Bassett or to act as liaison and communicate with the protection plan claims team.Upon receipt of the photos we will review and provide additional response/feedbackthank youBassett Customer CareInitial Complaint
Date:01/18/2025
Type:Product IssuesStatus: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.
In early 2021, we purchased a custom sectional sofa from Bassett in *********, **. Our friends had the same sofa for few years and we loved theirs. Sofa arrived months behind schedule. A few months in, a seam on the main body, down arm near leg, popped open and the springs were popping when you would sit down or reposition on one piece of sectional. Many unreturned calls later, they sent someone to repair seam and look at springs. Eventually, they agreed to replace sofa - turns out center leg on sectional was wrong height, causing the damage. New sofa comes late 2021, and the fabric is pilling, back cushions are all out of shape, and it looks 10 years old, not 3 yo. We paid around $8000 - $10,000 on sale for this sofa and upgraded to most durable fabric. Never have we had a custom nice sofa wear as poorly as this one. Perhaps substandard materials were used during COVID? There are only two of us in our home, the cushions are rotated monthly, and it looks horrible
I’d like to think the couch cushions could be redone or restuffed. But again, a 3 yo quality couch should not need this.
I’d like to lodge a substandard quality complaint and ask for the couch cushions to be replaced/restuffed. This is certainly not what we expected from Bassett.Business Response
Date: 01/20/2025
Thank you for reaching out regarding your concerns. Our records indicate that we have not received communication since May 2022 regarding any warranty concerns or questions. Please call or stop into the local store location or submit photos of the areas of concern to us at ********************************* for review and follow up.We look forward to hearing back and finalizing a resolution.Thank you Bassett Customer CareInitial Complaint
Date:01/15/2025
Type:Product IssuesStatus: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.
In February 2024 I ordered a sofa and loveseat from Bassett Furniture in the amount of $5969.16. The items were delivered in mid May 2024. The fabric is Bassett’s “heavy duty, performance fabric.” In under six months the fabric has significantly faded. I discovered the fading when I turned the back pillows on the loveseat and saw the top half of the pillows that protrude above the back of the loveseat frame were terribly discolored. I was absolutely shocked and sickened. I then realized the entire back of the loveseat was faded as well. When I called Bassett to report the poor performance, I was told it was “normal wear and tear”! Seriously? $6000 for furniture with “heavy duty, performance fabric” and it fades in indirect normal sunlight?! I’m nearing 64 years of age and owned many homes and furniture— this has NEVER happened to any of my furniture, EVER. Bassett agreed to send two replacement pillow covers, which just arrived and, of course, the dye lot is off somewhat. But the larger issue is there is no way to live with this fade-prone fabric. It’s absolutely unacceptable. I want new furniture with fabric that won’t fade or a complete refund. As a side note: I just visited my brother in *******, where sun streams in from every direction from uncovered windows. He owns a sofa with very similar fabric (in color and style from a different manufacturer) and despite the age of his furniture, it is not remotely faded.Business Response
Date: 01/20/2025
Thanks for sharing the details of your concerns, we have reviewed the account and photos of the concerns. Our records indicates the sofa purchased was positioned in direct sunlight which impacted the color of the product. While not covered by warranty, Bassett has provided additional covers to assist. We are unable to one hundred percent match the current color of the sofa, due to the damage in home. As detailed in the Bassett warranty and reviewed at time of purchase and in the care instructions provided, fading is not covered in the fabric. Bassett does supply fabrics that can be used for indoor and outdoor placement or that can withstand more exposure to sunlight, these fabrics and price points are in our showroom and discussed, however were nor selected for purchase.It is standard consideration in the care and maintenance of furniture items in avoiding placing items in direct sunlight. Bassett will provide additional casings or panel to assist in the repairs as needed. We are unable to honor a return or exchange on the referenced order.thank youBassett Customer CareInitial Complaint
Date:01/09/2025
Type:Product IssuesStatus: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 Bassett Beckham sofa in March of 2020 it was delivered approx May 2020. I have had several issues with the cushions, casings and now we are experiencing loss of all support on the right facing section of the sofa. We purchased the guardian protection plan for an additional $399.00 and was told this covers any defects spills, rips, tears etc. In March of this year I contacted Bassett customer service and was told I now have to go thru the local ****** store and they would submit a claim. I have had both the ******** tech repair people and Basset repair technicians come and look at this Right facing portion of the sectional, they have all reported that the springs are not running the right way. Apparently when you order pieces to a sectional a left facing corner can be rotated to fit the right side. With this rotation the springs are not aligned correctly and support is lost.instead of springs going sideways they run front to back We have been going back and forth since March trying to get a resolution. I feel I have been ignored and if I don't keep calling I hear nothing back. On January 6th I talked to the manager ******* who said she would call again and talk to Bassett customer support. she then called, I missed the call. I called back and wasn't able to speak to her but one of the designers who said they would offer me a refund for the $399.00 protection plan and that they would be having a big sale soon. If I wanted to buy a new couch. I want my defective seating repaired or a full refund, or replacement. I can't afford a new couch. The Bassett site says their couches should last 10-15 years. this couch is 4 years old. I shouldn't have to stuff beach towels under the cushion, so we don't fall into an unsupported 8-10" of space. I have tried to reach Bassett customer support myself and sent emails to the CEO and director of sales and have received no reply. ********* reply from the tech said this is normal. it's not that way on the left side. HELPBusiness Response
Date: 01/20/2025
Thank you for reaching out regarding your concerns. We have reviewed the account to gather the details and service information. Our records indicate Mrs. ****** initially purchased a chaise lounge, while the item was not eligible for return Bassett honored a return of that piece in 2021 and provided Mrs. ****** the additional corner piece preferred. A difference of $400 was also refunded with this change. After continued use we are at the point of a concern, we are unable to honor a return or swap of the used merchandise that was custom selected by Mrs. ******. Bassett Furniture dispatched an upholstery craftsman to review the product. The Upholstery craftsman reviewed and shared the information with Mrs. ****** on the piece. The change made by Mrs. ****** uses the same pieces in opposite directions, because of this it does impact the feel of the item as you are sitting in the opposite direction. What was received is what was ordered and purchased and was sat in on the showroom floor. We are unable to modify the construction of the piece, a defect is not occurring in the piece, the concern is occurring from positioning and use. We are unable to honor any returns exchanges or additional service work on the order referencedThank youBassett Customer CareCustomer Answer
Date: 01/21/2025
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.
Hi ***,I goofed up on my rebuttal to Bassett this morning. I would like to include my reason for not agreeing with their decision.The chaise that they are referring to was replaced because it had a hump in it not because we didn’t like it as they inferred. The tech came to repair it and it still had a hump in the leg portion. We decided at that time to replace the chaise to a corner seat because the hump in the chaise was unacceptable to us. This chaise section they are referring to is not the Right facing section that has the spring issue that I am complaining about. Thats on the opposite end of the sofa. They refunded the difference to us because the chaise cost more than the chair and it was still under warranty. They didn’t give us an extra credit. Yes we sat in the sofa at the store but that was probably 5 minutes. I can’t even remember where we sat on the sofa. That doesn’t seem like a reason to reject our claim. Also, the local Store manager ******* said they would refund the ********* protection plan price at the least $399.00. So, I would expect that if they are not willing to fix this right facing cushion or refund the price of the Right Facing seat, so I could get it repaired I would be offered the protection plan refund that the store manager stated. Thank You*** ******Business Response
Date: 01/26/2025
Our local store manager has spoken to Mrs ****** and is continuing to review the concerns to come to a resolution. Thank youBassett Customer CareInitial Complaint
Date:01/06/2025
Type:Service or Repair IssuesStatus: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.
Bassett sold us an extended coverage plan managed by ********* in 2021, said to have and advertised as including protection against pet damage with no exclusions due to extent of damage.
However, now that we attempt, ********* has now twice denied the claim on the basis of repetitive and preventable damage. Commonplace for ********* according to other complaints filed against them.
We are demanding the two sofas to be repaired or replaced as covered by the extended coverage sold to us by Bassett.Business Response
Date: 01/07/2025
Thanks for reaching out regarding the concerns. We apologize for the concerns experienced during the protection plan claims process. Our Regional Manager is aware of the concerns experienced and is working on a solution and will be in touch directly to outline resolution options.thank you Bassett Customer CareCustomer Answer
Date: 01/07/2025
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.
(In reviewing the response from the Regional Manager, they are simply bypassing responsibility for a protection plan they sold and continue to market on their website onto the service provider with zero accountability. Basset or *********, need to replace the two sofas as the protection plan calls for without delay.)
Regards, ******* ******Initial Complaint
Date:01/05/2025
Type:Product IssuesStatus: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.
I purchased 2 leather sofas and 2 ottomans from Bassett Furniture on July 23, 2024. When I ordered, I requested the legs of the sofas to be 4 inches tall because we have older family members who need higher seating. The sales representative assured me that it would be done as I requested. When the sofas were delivered, they had 2 inch legs. In addition, the cushions of the sofas were bowing upwards as the velcro attachments would not hold them in place. The proposed solution was to replace the cushions to firmer ones so this would not be an issue.
The two items promised were replacing the legs with longer legs, and replacing the cushions.
The company has been very unresponsive in resolving these two issues. I would like the BBB to assist in helping to resolve these two issues.Business Response
Date: 01/07/2025
Thank you for reaching out regarding the concerns. The Bassett store team will be in touch to finalize arrangements for receipt and next steps. We apologize for the delay in finalizing a resolutionThank you Bassett Customer CareCustomer Answer
Date: 01/14/2025
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.
The following complaint has been resolved. The company repaired the 2 issues related to this complaint. Complaint ID: ******** Regards, ******* ***
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