Complaints

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

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• 

  Bassett Furniture Industries, Inc.

  3525 Fairystone Park Hwy Ararat, VA 24053

• 

  Bassett Furniture Industries, Inc.

  8201 Glenwood Ave Raleigh, NC 27612-7201

• 

  Bassett Furniture Industries, Inc.

  3002 Memorial Pkwy SW Huntsville, AL 35801-5303

• 

  Bassett Furniture

  9867 Waterstone Blvd Symmes, OH 45249-8296

• 

  G. Craw, LLC

  1526 E Pass Rd Gulfport, MS 39507-3524

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:12/28/2024

  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.

  My wife and I purchased a sectional from Bassett for roughly $14,500.00. The salesperson emailed our personally identifiable information to a different person after the sale. We only found out because this person alerted us to Bassett's error. When the delivery team arrived they came in an unmarked truck. Only one of three gentleman spoke English which made it hard to communicate about where the sectional should be placed. During the delivery the workers used our front garden beds as a trash pile. The cushions were placed in the wrong positions on the sectional. One of the cushions has the wrong filling. It is supposed to have premium filling, but has the regular pillow filling instead. The workers did not connect the sectional pieces together. The chaise lounge creaks loudly and consistently when you sit on it. Bassett's only offered course of action is to allow their upholstery technician into our home to address what is a structural issue with the chaise lounge.

  Business Response

  Date: 01/07/2025

  Thank you for reaching out regarding the concerns. We apologize for the disappointing experience during the delivery and the concerns experienced. At this time we are awaiting the results of the appointment to finalize any replacement orders. The corrected pillow was reordered and we await the feedback from the report to finalize next steps. Our store manager has been working closely to ensure a resolution in this matter.Thanks Bassett Customer Care

• Initial Complaint

  Date:11/23/2024

  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.

  9/11/2024 (item 1 atttach) Contracted with Bassett to build and deliver by 11/9/2024, two items: Maple Panel Headboard (HDBD) In Auburn Maple Finish (item 1A) and Great Room Sofa in Walnut Finish. This dispute concerns the first item, Maple Panel Headboard.
  
  Total Payment of $7,729.52 was made prior to delivery scheduling in accordance with agreement.
  
  Items delivered on 11/5/2024. However, Headboard delivery was refused as it was not as specified. (Refer item 2 in attachment). We immediately contacted Bassett Agent of issue. Agent agreed this color was incorrect and were told they would get back with us.
  
  The custom item was not made according to specification. The hue of the finish is not what was specified. Bassett originally contended that each piece of wood is unique and takes stain differently. Their first communication was that the wood was stained with our selected hue: Auburn Maple.
  
  Bassett advertises several different hues for the finish of Heritage Panel Custom items. If the selected finish materially deviates from advertisements and selection samples, this should have been mentioned during order, time of manufacturing and on order documentation for custom pieces. While each wood takes stain differently, this hue variation is indicative of a finishing defect (incorrect stain??). This deviation constitutes a failure to comply with order specifications. While the consumer understands there is no refunds on Custom orders, this order has not been fulfilled according to the order finish specification. Bassett breached the agreement. The customer deserves to be made whole.
  
  On 11/23/2024 Bassett has offered to place a fabric covering on the headboard or provide a 50% refund (Purchase price less 50% restocking fee). This is not an acceptable mitigation for Bassett's failure. Consumer demands contracted item or FULL RETURN of purchase price plus interest for Custom Headboard due to Bassett's failure to comply with order specifications.

  Business Response

  Date: 11/26/2024

  The amount disputed reflects a total custom order amount that includes item not represented in this concern.  The headboard of concern totals $1819.00 plus applicable local tax of $131.88 totaling $1950.88At this time the showroom manager is in touch with the consumer and discussing a reorder of the headboard  during which a specific wood sample would be submitted to the plant for matching  along with process photography for the consumer to see color prior to shipping and order fulfillment.Thank youBassett Customer Care 

• Initial Complaint

  Date:11/13/2024

  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 ordered a king size bed in off-white fabric from Bassett furniture for my 20th wedding anniversary, paid full price of $2,936.51. Bed was ordered on Sept 2, 1st delivery attempt was in Oct 18. The Bassett delivery service (for which I paid $300 for delivery) noticed the bed was damaged, the bed's feet were broken, and they took the bed back to Bassett. They documented it with photos and contacted Bassett. I contacted Bassett directly and spoke to the sales person ****. She started making arrangements for replacement products and said 2nd try of delivery would be done in 2 weeks. I never heard back about delivery arrangements, called Bassett 3 times to speak to the salesperson, she finally arranged delivery for Nov 13. The bed that they tried to deliver was still the same broken bed, and in addition it had dark stains all over the white fabric. I refused the delivery and asked the store to cancel the purchase and refund me my money. They refused to refund the money and said they can fix the broken bed and clean the fabric. I did not purchase a damaged merchandise< I purchased a brand new bed, and expect to receive such a product. I need my money refunded and they can keep their poor quality merchandise and bad customer service

  Business Response

  Date: 11/22/2024

  Thank you for reaching out regarding your concerns. Our records indicate a full refund was processed on this order due to the incomplete delivery of the order.Thank youBassett Customer Care

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  8/30/2024 furniture was ordered
  Delivered Oct 28
  Call store before accepting to notify of heavy soiling was told to accept and they would make it right
  After installation tech had to come over to fix recliner it was stuck in up
  Called next day to complain about poor eorkmandhip on both items

  Business Response

  Date: 11/19/2024

  Good day,Our corporate office team is in receipt of the letter of concerns on the Bassett purchase. We apologize that the order received does not meet expectations and for the delay in bringing this matter to a resolution. The items ordered by Mr. & Mrs. **** were custom ordered to their preference of fabric, finishes, leather and comfort selections.Bassett would like to offer the following resolution on the concerns:A reselection or return on the recliner. While our technician shared how to fluff, adjust and regulate the recliner after use, we understand that long term the recliner selected may not be the best for Mr. & Mrs. **** To resolve the concerns on the sofa, we will order the replacement footrest part to correct. We would also like to invite Mr. & Mrs. **** back to the showroom to sit on the available custom cushion options to select which cushion comfort level they prefer and we can replace the seat cushions as neededBassett will also add a $500 in store credit for the inconvenience. Should Mr. & Mrs. **** choose to reselect their recliner the $500 credit can be used if a recliner at a higher price point is selected.We look forward to hearing back and finalizing a resolution.

  Customer Answer

  Date: 11/21/2024

  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.
  
  Bassett has agreed to return of recliner We want return of sofa also because the fabric on cushions are bunching up which means fabric was cut wrong and sewn that way Foot rests are soiled beyond cleaning Neither the comfort of seat or workmanship is representative of floor room sofa or recliner Consumers rights act of 2015 provides return and refund if issues are brought forward immediately Thank you for giving us this opportunity to recover from this situation ***** **** ###-###-#### 

  Business Response

  Date: 11/26/2024

  We are unable to honor a return request on the custom ordered selection. The fabric and seating selections were custom options selected  and made as such, any concerns occurring during delivery of the merchandise can and will be resolved under the terms and conditions of the purchase agreement.Thank youBassett Customer Care 

  Customer Answer

  Date: 12/03/2024

  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 rejected Bassett furniture response becauseBoth items workmanship was substandardMaterial is bunching because fabric was not cut correctly on sofaPlease refer to photos to prove the pointCushions do not spring back after sittingThe foot rests are soiled beyond cleaningThe end recliner stops going down when at full capacityYou have to scoot under recliner and replugThis happened on Thanksgiving when family visitedWe stated our concerns immediately and asked for return and refund We believe that the consumer rights bill of 2015  would apply in this caseThank you for opportunity to state our case***** ****###-###-####***********************

  Business Response

  Date: 01/07/2025

  We are unable to honor a return request on the custom ordered selection. The fabric and seating selections were custom options selected  and made as such, any concerns occurring during delivery of the merchandise can and will be resolved under the terms and conditions of the purchase agreement. A detailed outline of a resolution offer has been submitted repeatedly to multiple agencies and  discussed during a store visit. Thank youBassett Customer Care 

  Customer Answer

  Date: 01/17/2025

  The recliner has multiple and misaligned panels on front and back cushions. Bassett agreed to return and refund. The sofa requires both upholstered foot rests to be replaced, which are soiled beyond cleaning due to mishandling. The cushion foam is not as ordered. The fabric on the seat cushions are wrinkled. We have had 2 independent professionals, take photos and report that foam was of inferior quality and needs replacing. On the back cushions, material is bunched and sewn into the seam. These cushions can not be repaired. Remaking cushions with new foam and new fabric could cause a dye lot problem. Our latest issue with left side of sofas recliner, when raised to full extension position becomes unplugged internally. To replug, you must lay on the floor and crawl under the foot rest. We have asked on two different occasions to have store manager to come to our home and view issues. We were advised that this had to be handled by corporate office in Roanoke, Virginia. We feel if this had been done, the manager could have seen firsthand the inferior quality and workmanship. Bassett Furniture misrepresented mishandled and completely disregarded quality control. The sofa in showroom is of much different quality. We are not interested in store credit or any other Bassett product. If they cared about their customers this would have been handled in town and immediately after we called and notified store manager of all the issues. We feel we have the right to return for a full refund under the 2015 consumers rights act. *** and ***** **** ###-###-#### 

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair 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.

  We bought 2 couches from Basset last October - total paid was $2798. BOTH of the couches are coming apart at the seems and are in terrible condition. The craftsmanship of both couches was very poor. I've been trying for the past month to get help from the ********* location. I was told their materials have a year warranty. After following their directions to email pictures of the defective couches to their customer care, I was given a rude phone call from the local store stating they have "determined" that the couches were used incorrectly and they would not fix the issue. The couches are used exactly how a couch is to be used, that statement false and very accusatory. After speaking to a manager (also very rude), I was then told all the materials are covered under their warranty EXCEPT for the part of my couch that is coming part. Although stated in their warranty, the SEEMS of the couch are covered, which is exactly my issue. We paid a lot of money for "custom" couches to be made, and they did not even last a year. I would like Bassett to repair or replace these couches.
  
  I have tried contacting the headquarters multiple times with zero response.

  Business Response

  Date: 11/13/2024

  Thank you for reaching out regarding your concerns, The concerns depicted represent a damage to the product caused from multiple rips. There was no report to Bassett at the beginning of this concern. What is shown in the photos are extensive rips that happened over time  and how the product is used, not a single incident or failure. When reviewing the photos there is visible compression at the top of each pillows showing  how the ripping and pulling apart of the backs could occur. Bassett will provide a new inside back with attached casings to aid in the repair along with a referral to an upholsterer who will provide a quote for your repairs. The parts will be provided at no charge.The parts will ship direct to the home address on file from your purchase in approximately 3-4 weeks.Please contact us at the local store if there are any questions or concernsThank youBassett Customer Care

  Customer Answer

  Date: 11/14/2024

  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

  Date:10/10/2024

  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.

  7/13/2024, purchased sofa for $10,115.60. The salesman (***** ***) had to hand write the transaction due to the computers being down. We picked out the leather we wanted with his help. He recommended we take a picture of the leather so we did. We then had to choose the style of the furniture. After we chose the style the salesman had to hand write the order. He gave the order to us to sign, at the time thinking the order was correct. The salesman kept the order to enter into the system when the computers came back online. We had no copy. He explained there would be a document he would send that we would sign via e-mail. When we received the DocuSign he had to help us over the phone on how to complete this because we have no experience with this type of transaction.
  
  The nature of the dispute is when the furniture arrived it had the wrong leather (white) not brown as we had picked out. The salesman wrote down the wrong leather color. When he hand wrote the order with the style number, he also wrote the leather color (white) of that style sofa. We chose brown, not white. We were told by the sales manager, **** ******, that there was nothing he could do because we signed the paperwork. He called his supervisor and relayed to us that the outcome would stand. We want the furniture replaced with the correct leather color (brown) that we chose.

  Business Response

  Date: 10/17/2024

  Thank you for reaching out regarding the concerns. We have reviewed the information with the store team and designer. Our records indicate that at the time of purchase there were multiple leathers reviewed and photos taken. The single photo submitted does show the brown leather, however during the purchasing process the consumer took several photos of leathers as they explored the showroom with the designer.Once a decision was made and the handwritten order was done ..the leather #  was documented  based on their selection and reviewed and signed by the consumer. Please note the leather number on the handwritten order is different than the single photo sent, the reason for the difference in the leather # is because the photo shown was not the final leather selected. The actual selected  leather # is legible and visible on the order and is signed by the consumer. This was further reviewed  by the digital signature that later followed. We are unable to accommodate a return or exchange on the custom ordered items.  Please stop into the showroom to review if there are any additional details.Thank youBassett Customer Care 

  Customer Answer

  Date: 10/22/2024

  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

  Date:10/05/2024

  Type:Service or Repair 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.

  On 11/22/23 I purchased a sectional along with a pullout sofa mattress and the protection plan the total cost $7,751.11. It was delivered on 12/30/23 and that’s when the nightmare began. First one person showed up to do the “white glove delivery” that was also paid for. Where they flung a sectional over their shoulder piece by piece and moved it into my home. He also did not ever put the center support leg on. A few days later a tech did come and put the leg on. They ended up replacing the carcass of the sectional after several visits from technicians due to springs, the leg, the teeth not aligning all due to faulty “ white glove delivery” .
  
  The fabric and the level of deception behind the marketing tactics is an ongoing issue.
  
  From performance to heavy duty fabric offerings as noted by Bassett. The website notes of family friendly and pet friendly. In the showroom no such notations exist, rub counts differ from the manufacturer websites of the fabrics. I have the protection plan but with this “performance fabric” that is "family friendly" fails to perform as noted in the definition provided by Bassett ”Performance Fabrics: Performance fabric is a type of material that is designed to resist stains, fading, and general wear-and-tear.” The protection plan is a failure and impossible. I feel strongly mislead by the marketing of the fabric offerings. When dealing with the store ********* told me "its on the customer". The manger told me to send pictures and when I followed up with him a week later he never responded back to me.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out regarding the concerns. Our records do not indicate a recent contact detailing concerns with your order. If possible Please send photos along with the details of concern to us at *********************************  where they can be reviewed and we can determine if an upholstery technician's assessment is neededWe will also send you an email to which you can respond wit the details ThanksBassett Customer Care 

  Customer Answer

  Date: 10/10/2024

  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 called as directed the store in which I purchased the furniture from. I have attached emails to the store in regards to this matter from Sept That were sent in response to a phone call with the manger 
  Regards,
  
  **** ***** 

  Business Response

  Date: 10/25/2024

  Our store management and service teams have reviewed the photos submitted regarding the concerns. We are unable to honor a warranty claim on this concerns as the evidence shows signs of soil and stains and overtime soiling and accumulation of stain. Should Mrs. ***** need a set of replacement seat and back covers as a one time courtesy, Bassett is able to mail a set of covers, this will help to renew the appearance of the sectional and allow an opportunity for a  care and maintenance  routine to be established on the new covers to restore the sectional.thank youBassett Customer Care 

  Customer Answer

  Date: 10/31/2024

  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 have properly maintained it with the warranty, as well as, following the instructions by your store and warehouse team. Along with direct communication with the manufacturer of this fabric. Your company as misled consumers by your FALSE marketing tactics in this fabric. Even the rub count is false, as shown in my photos supplied. 
  
  Regards,
  
  **** ***** 

  Business Response

  Date: 11/13/2024

  The concerns shared and seen in the photos of the product are from soiling and staining. While the fabric is a family friendly performance fabric. It is also a white fabric. a white fabric will show soiling and staining based on conditions of use. The protection plan purchased covers accidents and incidents and can be used when an accident occurs that causes staining. A performance fabric does not mean it is impervious, the performance fabric describes its cleanability. A white fabric  will show stains and soils if spills etc. occur during use as it is white. Having a performance fabric does not mean that normal care taken in the cleaning and maintenance of upholstery furniture can be bypassed. What we are seeing in the photos does not represent a failure in the product, it represents soils and spills that have not been cleaned.We have offered a complete set of replacement covers for the sectional.Thank youBassett Customer Care 

  Customer Answer

  Date: 12/03/2024

   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.I would like to accept the business' offer of the new back and seat covers.
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 12/19/2024

  Hi ***, I have not received any communication about the new seat back and new seat covers from Bassett. I would appreciate you assistance in navigating how to get them. Wishing you the happiest of holidays this season   **** *****  ###-###-#### 

  Business Response

  Date: 01/07/2025

  thank you for responding and confirming that you would like to receive the parts offered. We have  submitted that order please allow 4-6 weeks for receipt. The order will ship to our store where you will be notified of their availability for pick up. This will allow you to review the covers and confirm receipt.Thank youBassett Customer Care

  Customer Answer

  Date: 01/08/2025

  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.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair 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.

  Order date 8/16/24
  Called store regarding buying a sofa that would fit through a 24” door; was asked to come in to see what could work. Met with designer/salesperson and reiterated my door issue. Was shown Anson Track Arm sofa and was told it would fit because of low back. I asked again if she was sure it would fit. I asked what would happen if it didn’t and she said they would have to take it back.
  At NO time was any mention made of door height (standard door).
  Sofa ordered and delivered. It Did Not fit. Returned to store.
  I asked for refund but was told it was a custom order and they would not return but I could order something else.
  At this point I am very frustrated with this transaction… salesperson and manager insist I can’t get refund because I didn’t tell them I had a transition strip on the floor or sofa could have fit through standing on end. I wouldn’t allow delivery men to remove strip as it is hardwood like floor.. I don’t know whether they could get it back correctly.
  These are texts I received afterwards
  “You told me 80 would fit. You were concerned about the with getting through the door cause your door was only 24 or 29 inches wide.
  Normally we don't even do exchanges on costum, but we were trying to work with you.” I told her 80 length would fit in the room—which was 106” long… we Never discussed height of door.
  Again
  “I can only do so much on my end. But speaking to my manager maybe she can come up with a solution. Normally custom can't be returned at all. And the sofa should have been left at your home. Now if it didn't fit width wise after I said it would the it would be on me.”
  It Didn’t fit width wise.
  I feel the blame for this is being laid at my feet unreasonably. The sofa didn’t fit width wise and somehow the height of the door is now the culprit.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out regarding your concerns. The details shared have been shared with the management team for follow up. A member of our store's management team will be reaching out directly to discuss the concerns thank youBassett Customer Care

• Initial Complaint

  Date:09/24/2024

  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.

  I purchased the Louisa Maple Rectangle table and (4) Maple Holden Chairs from Bassett Furniture located at ***** ******** *** ***** * *** ****** ***** ** ***** on March 23,2023. The table, the leaf, and the chairs were delivered to my home with incorrect legs on the table on April 29, 2023. When I called to let them know my order was incorrect, I was greeted with animosity from my consultant but thankfully I had my receipt with the correct order. It was then the manager told us they'd have to remake the entire table and leaf for a later delivery date. Fast forward a few months and the new table and leaf are delivered. The delivery team did not put the leaf in at the time of delivery. Fast forward to actually needing the leaf for a party ( approximately 12 months later) July 2024, the leaf does not fit at all. The trim is misaligned on the leaf and does not line up for proper insertion. My wife called Bassett where she told them we had purchased the Guardian Signature Plus Protection plan and that we needed someone to come fix the table. The manager said no because it was out of the 1 year of PURCHASE date but the table wasn't even delivered until July/ August of 2023. She then told us the warranty was only good for damage such as water stains, scratches, markers etc. She then hinted that if we truly wanted a new leaf that we would have to damage my current one and go through my extended warranty provider. I do not appreciate spending $4,835.52 on a table that cannot even be used to its full extent. All I'd like is for someone to simply come fix my current leaf so that it fits properly and can be used. This table was built incorrectly by them in the first place, this should not be an extended warranty case. Bassett needs to be held accountable for their sloppy craftsmanship.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out regarding your concerns. We apologize for the experience with your purchase. Our store team will be reaching out to arrange an appointment for a craftsman to visit your home to evaluate and make adjustments as needed.Thank youBassett Customer Care

  Customer Answer

  Date: 10/15/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  The business has performed the requested action and I consider this complaint resolved.
  
  Regards, **** *********

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair 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.

  We bought a Bassett Clublevel "levitate" loveseat on February 6, 2024 @ ****** ********* for $3,041.36. Recently had issues with chair going up and down. Had ****** ********* come out and look at it - the tech found the wire harnessing used was too short and pinched the wire in 2 places which caused the chair to short circuit. Techs said we was lucky the chair didn't catch on fire. The switch needs to be replaced. The tech used electrical tape to fix the 2 pinched areas and rerouted the wire harness. Proceeds to tell us that the warranty starts when the chair leaves the manufacturing plant so didn't know if the switch would be covered. Well, we called today [9-9-2024] to check up on the status, was told the switch is covered but we would have to pay for the installation of the switch. WTH - the chair was manufactured incorrectly. We are sure if this chair was used in the president of Bassett's home, it would have been replaced. Was thinking maybe this is Bassett's way by providing improper, shorter cheaper harnesses and with the shoddy warrantee, Bassett doesn't have to stand behind their product. We do not trust the quality of Bassett's electrical products.

  Business Response

  Date: 09/17/2024

  We spoke with retailer and they were doing to do the repair on 9/13 at no charge to the consumer.