Business Profile

Furniture Stores

Bassett Furniture Industries, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

86 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/28/2024
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.
On May 31, 2024 I ordered a custom sofa at Bassett Furniture located at **** ** **** *** **** **** ** ***** *** *****. I paid $3,933.00. I selected a fabric in their showroom with the help of their salesperson, ******* *****. I showed her photos of my home, so she would understand what I needed. We also worked off a rug in the showroom which I also purchased on a separate order. The fabric color swatch is large, approximately 12' x 15'. We looked at several fabric choices and opted for what was clearly the best choice. I paid a deposit and was told it would be about 6 weeks for delivery. I received notice that the items I had ordered were at the warehouse, so went down to the store to pay the balance on 7/27/2024. They had limited delivery days. I could not be there, so my sister-inlaw was to meet the delivery men for me. Since she would have no idea if the items were correct, ******* sent us (my partner and I) to the warehouse to inspect them. We went to the warehouse with the swatch. The actual sofa was a different color. The color chosen was a light tan. The sofa in the warehouse looks like a bowl of oatmeal. I can provide a photo. We sent the photo to *******. She immediately filed a claim. We did not take delivery of the sofa. ******* as well as her store manager acknowledge there is a color difference. Their corporate customer service department is another matter. They have determined that the color meets "their standard". The store manager reached out to me yesterday and said they could offer me a slight discount. I am not interested in any kind of a discount. I want the sofa in the color I ordered. They said they cannot do that. I have requested a refund. ****** *******, the store manager, upon "checking with" his regional manager, **** *******, has verbally told me they will not refund my money. This is unacceptable. I did not anticipate such aggravation after spending so much money!
Business Response
Date: 09/03/2024
Thank you for reaching out regarding you concerns. Our records indicate the order was cancelled and a refund provided as the product received did not align with the color expectations. Please let us know if there are any additional concerns thank you Bassett Customer Care
Customer Answer
Date: 09/05/2024
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:08/21/2024
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.
I am writing to address my concerns regarding the promises made by one of your sales associates, ********* ******. We decided to purchase furniture from Bassett with the understanding that our extended warranty would cover any issues we might have with our furniture. ********* assured us that if they were unable to remove a stain, they would simply replace the item. However, when we contacted the warranty company about a minor stain on a rug, the experience was extremely frustrating.

After reaching out to Bassett, we were refunded the cost of the warranty, which we greatly appreciated. However, the issue now is that we spent over $17,000 on furniture, yet we have no warranty. We have small children and a dog, and our furniture is located in a high-traffic area. Our intention was to purchase top-of-the-line furniture with the expectation that it would last for several years. I feel like we were misled during our purchase, and we would not have made this major decision without the assurance of your employee. We are very disappointed.
Customer Answer
Date: 08/21/2024
I would like a portion of my purchase to be refunded, This was a major purchase, and this is not going to last us as long as intended. We were under the impression that the furniture would be under warranty, which persuaded us to buy with Bassett. We would be willing to return the furniture for a refund, if that is an option. I have reached out to Bassett's customer care directly, with no response.
Business Response
Date: 09/03/2024
Thank you for reaching out regarding your concerns. We apologize for the experience and have shared your feedback with the management team. Our records indicate that a refund/cancellation of the policy was requested in January 2024. That refund and cancellation was honored at that time. We are unable to reinstate a cancelled policy. Should there be a specific item of concern that you are needing assistance with, please let us know and Bassett Customer Service will make every attempt to assist where possible to resolve.Please email us at ********************************* with any photos or details of the concernthank you Bassett Customer Care
Initial Complaint
Date:08/13/2024
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 purchased a 3k plus sofa where the fabric is failing with threading and looping. We started to have issues with the fabric within the first 3 months. Bassett Furniture replaced the seat covers a couple of times yet the fabric will fail within 3 to 4 months and it is doing it again. Now Bassett is telling me I have to purchase the fabric to repair given the sofa is past the 1-year purchase marker yet I have had an ongoing complaint on the fabric failure for the past 9 months. Bassett will not stand by their product/fabric and will not honor a way to address my problem.
Business Response
Date: 09/03/2024
Thank you for for reaching out regarding your concerns. Our records indicate that the concerns describe fall outside the warranty coverage. There has been repeat damage of picks and pulls to the upholstery purchased, due to incidents in the home. Bassett has previously provided replacement covered to aid in a resolution. Our records indicate that an upholsterer was previously dispatched to the home to review and did not find a defect, however the upholsterer also provided guidance and caution regarding pets and the pulls that can occur to fabric. As discussed with our General manager in store in July 2024 we are unable to continue to provide covers at no charge. We are able to provide covers at a discounted price should you wish to proceed with a replacement request.Thank youBassett Customer Care
Initial Complaint
Date:07/23/2024
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.
In 2019, I purchased a sectional sofa from Bassett Furniture. Upon delivery, I noticed that the cushions on one side of the sectional were significantly softer than the rest of the sectional. I contacted Basett and they said they would send a tech out. Unfortunately, my schedule and then the pandemic delayed things and the tech was never able to come to our home. I reached out again once it was safe to have people in our home and asked that the send out a tech. Instead, Bassett said they would send me new cores, but charged me $300. I should have argued since they were covered by the warranty still but I decided since things had been delayed, that was fair. When the new cores arrived, they had the same problem. I contacted Bassett again, and this time they sent more new cores at no charge and had a tech come to install them. The tech never sat on the couch to experience the difference between the parts of the sectional. Unfortunately, the new cores did not solve the problem. It's clear that its an issue with the frame and springs since three sets of cores all had the same problem. And the frame is covered by my warranty. However, I can not get Bassett to respond to emails to address the problem. I feel they are just trying to run out the clock until the warranty expires.
Business Response
Date: 07/31/2024
Thank you for reaching out regarding the concerns. Our Customer Care team attempted contact by phone and email on July 24th 2024 at 11:32 am. The contact attempt was made to discuss having a craftsman appointment to assess the support and frame on the sectional. Please respond to ********************************* to discuss the concerns and finalize a technician's visit .thank youBassett Customer Care
Initial Complaint
Date:07/18/2024
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 a cocktail table and sofa table from Bassett in April 2024 for $3,399.39, including taxes and delivery. The tables are in their “artisan made” collection that are made when the items are ordered. The furniture was delivered on May 24, 2024. Upon delivery, I noticed a problem with the finish on the sofa table in which certain areas were not stained well. A corner of the cocktail table was dented. I called Bassett and they initiated a service order. Their 3rd party vendor contacted me and arranged for a technician to come out to make the repairs. The technician came on June 17 but could not do the repairs because he needed the matching stain from Bassett. After several weeks, I contacted the 3rd party vendor who said the technician’s report had been sent to Bassett and I needed to call them. I called Bassett on July 5 and spoke to a representative. He said he would check into the status and call me back before the end of the day. He did not call. On July 10, I called again and after holding for nearly an hour with no one answering the phone, I hung up and sent an email inquiring about the status of the service order. I did not receive a reply. I called again on July 15, again receiving the recording about longer wait times due to a high volume of calls. I held the line for an hour and 15 minutes and they did not answer the line. I sent another email on that same date and have not received a reply. I tried calling again on July 18, this time right after they reopened after lunch. Their phone line does not allow callers to hold when they are closed for lunch, so I thought calling right when they reopened would get better results. I again got the recording about high call volumes and held for 10 minutes before hanging up. I am convinced they are simply not answering customer calls. I need a resolution to the problems with my furniture. The furniture was pricey and I expected a higher quality from a brand like Bassett. Thank you.
Business Response
Date: 07/24/2024
Thank you reaching out regarding your concerns. We have received the craftsman's report and will be replacing the table. We apologize for the inconvenience experienced and will continue to work to deliver the satisfactory item.Thank youBassett Customer Care
Customer Answer
Date: 07/25/2024
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.Good afternoon,I received a call today from Bassett Customer Care. They have agreed to replace both the sofa and cocktail tables. Delivery is expected in 4 - 6 weeks. I am happy with this resolution and hope that all goes well from this point forward. Thank you so much for helping to facilitate the resolution so promptly and efficiently. Best regards,******* ******
Initial Complaint
Date:06/17/2024
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 2 leather recliners, a reclining loveseat & reclining sofa as well as batteries & an extended warranty in April. The furniture was delivered 6/12/24. Right away I noticed significant damage to one of the leather recliners & alerted delivery person, who took photos, notated the damage & said it would be handled by customer service.

I hadn’t heard from anyone & contacted my salesperson at the *******, ** store. She directed me to contact Customer Service, which I did. They instructed me to send photos, which I did.

It has now been 6 days (3 business days) & I have yet to receive any response from Customer Service. This is UNACCEPTABLE!

Subsequently, we have encountered issues with the loveseat not working properly. It's misaligned & makes a very loud bang when opening. I also alerted customer service to this & sent pictures & video.

We are quite upset about the complete lack of follow up from customer service even after they opened a case & I sent photos as instructed. I decided to once again contact our salesperson, ****** on 6/17/24. I indicated that we followed her instructions in contacting customer service, but have yet to receive any type of follow up or response from Bassett. The furniture was delivered damaged & Bassett has chosen to ignore & not stand by their products.

What a shame that I did review all the horrible online reviews of this company as well as the BBB complaints before spending over $23,000. This will definitely be my last purchase ever from Bassett and I would like this remedied immediately.

Attached is the receipt from purchase as well as copies of emails between my salesperson & Customer Service.
Business Response
Date: 06/19/2024
Thank you for reaching out regarding the concerns. We apologize for the experience and for not meeting expectations on delivery and with follow up. At this time a Bassett craftsman is attempting to set a follow up appointment. During this appointment our craftsman will review to determine what items will need a replacement. Bassett Customer care has followed up by phone and email and a Customer Care Supervisor will also follow up by phone.thank youBassett Customer Care
Customer Answer
Date: 06/19/2024
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 at the present moment. For your reference, details of the offer I reviewed appear below.After contacting you, I finally received a call from both Bassett and from the furniture technician, who is coming to assess the furniture. This appointment is scheduled for late this afternoon so I will await to see how things progress and what Bassett will do to remedy the situation before I accept this is a closed resolution. At this time, things are not resolved but I did finally hear from Bassett. Regards,**** **********
Business Response
Date: 07/01/2024
The Bassett craftsman was able to identify the sectional piece that did not meet quality standards. A replacement has been ordered and resolution in progress.thanksBassett Customer Care
Customer Answer
Date: 07/01/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not fully resolve my complaint at the present moment. For your reference, details of the offer I reviewed appear below.I do not wish to necessarily reject the offer, as Bassett did respond and is working to resolve the issue. However, I have not yet received a confirmation email for the order of the replacement recliner. Additionally, I was also supposed to receive a missing battery for the recliner, which I had not received. I had to reach out again to the salesperson today, and was notified that it is on backorder/delayed. So yes, Bassett is handling the issues but they have not been fully resolved. Once I receive the battery and confirmation email for the new recliner, then I will feel comfortable in closing this issue. I sincerely appreciate your assistance in resolving this matter.
Regards,

**** **********
Business Response
Date: 07/24/2024
At this time we are awaiting the arrival of the replacement item to fully resolve the concerns. We appreciate your continued patience as we continue to work to resolve.Thank youBassett Customer
Initial Complaint
Date:04/19/2024
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 purchased 2 bedside tables at $599 each and a dresser at $1499 on Feb. 25, 2024. All three pieces were delivered on March 30th. Each piece delivered had damage. One bed side table had blue tape still on it identifying the exact spot where the damaged was located. The other bedside table had 3 legs a different color than the rest of the piece and a stain that looked like water damage underneath the drawer. Bassett has agreed to replace both bedside tables. The dresser has a crack along the back and I found a loose screw under one of the drawers. Bassett has agreed to send a technician out to replace the back of the dresser and determine if the screw is necessary .
Bassett needed to reorder the bedside tables and the back piece of the dresser. I was told these will be completed at the same time perhaps by the end of the month. At this point I would like to cancel the bedside tables and even the dresser. The quality control is below standard for a company like Bassett.
Business Response
Date: 04/29/2024
Thank you for sharing the details of your concerns, we apologize that the delivery was not successful. We appreciate the opportunity you have allowed to resolve. A supervisory team member will be in touch to discuss and finalize a resolution.Thank youBassett Customer Care
Customer Answer
Date: 04/30/2024
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.No offer was made by the company. A message was left stating they will redeliver the nightstands and fix the back of the dresser. I requested to cancel the nightstands and/or discount the total purchase . I have not been using the dresser and moved my clothes in to a suitcase while waiting for the repair.

Regards,

****** *********
Business Response
Date: 05/07/2024
Thank you for following up, a call and email was placed with an update. The replacement nightstands are in our local warehouse and ready for delivery, we are unable to process a cancellation. The outstanding back panel is currently in shipping and we are able to provide a complete replacement on the dresser if preferred at this time.Our Customer Service Supervisor wlll be reaching out again to review.thank youBassett Customer Care
Customer Answer
Date: 05/08/2024
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 had follow up both by email and phone. The night stands are ready to be delivered but not the part for the dresser. The dresser arrived damaged as well as the nightstands. There was a crack on the back of the dresser and it was decided to replace the whole back. I was informed a few days ago that the part for the dresser is not in so they will wait before they deliver the nightstands, I am requesting a 25% discount for the inconvenience caused by the defective product that was delivered. I only have use of one of the nightstands and have moved my clothes out of the dresser waiting for the repair. I am living out of a suitcase. Thank you in advance for your consideration.

Regards,

****** *********
Initial Complaint
Date:04/01/2024
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.
My husband and I custom ordered a sofa from Bassett (***** **** *******, *******, ** *****), paying $3,125.18 on 5/18/19. The sofa began to sag in the two areas most often used. I contacted Bassett for service on 5/18/20. 4 calls later, on 7/16/20, Bassett employee ***** stated that Bassett would “replace foam in cushions with denser foam.” Bassett employees came and changed out the seat cushion cores. The sofa again began to sag. I requested service for the foam cores in the cushions again on 3/11/24. On 3/18/24 Isiah with Bassett stated that since Bassett had already replaced the cores with standard foam (which is what we paid for) Bassett would do nothing more. On 3/25/24, I spoke with ********* at ###-###-#### when I found in my notes that the cores were supposed to be replaced with denser foam (per ***** on 7/16/20), and according to Isiah they were not. ********* verified that the replacement cores were standard, not a denser foam, and stated the item is no longer under warranty (not true) and that Bassett will do nothing about the sagging sofa.
Business Response
Date: 04/15/2024
Thank you for reaching out regarding the concerns. Our supervisory team is working on the comfort concerns reported and will be replacing the seat cushion inserts at no charge. Our customer care team will be following up for any additional details.thank youBassett Customer Care
Customer Answer
Date: 05/28/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Bassett did send a technician out and he installed the new, denser cores. I am satisfied with Bassett's resolution.
Regards,

****** *******
Initial Complaint
Date:03/21/2024
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.
Purchased a reclining sofa from Bassett, September 2022. Many manufactured defects with the sofa which required many service calls during the following year. After such service calls and more still required, I asked to replace or return the sofa. Bassett agreed to exchange the sofa for something else of my choice.
Replacement order was processed and new sofa which is a sectional and I paid extra for arrived beginning of 2024. Fabric on different pieces. Do not match. Look like they came from two different lots of fabric. Agrees the fabric is mis-matched with fabric and wants to come out take pictures and start this process all over again. I have no desire or interest to start another year with Bassett of Customer Service appointments on a piece of furniture. I would like this to be returned and refunded which they are not willing to do. They want me to continue with more appointments more service calls to which I have no desire for. I don’t get paid to be home waiting for all of these Bassett service calls and my job really has no patience for me to miss work either. My boss is as frustrated as I am! I’m asking for a refund and return of the sofa with full money back due to manufacturing defect.
Business Response
Date: 04/01/2024
Thank you for reaching out regarding the concerns. Mrs. ****** purchased a motion sofa previously from Bassett in 2022. There were concerns with the motion sofa and a reselection was completed. Mrs. ****** moved to a larger modular sectional. The fabric selected for the sectional is a textured chenille. This fabric has a nap and some shading as traditional with fabrics with a nap. The appearance of the fabric has subtle changes based on lighting and as you move your hands across the fabric changing the direction of the nap. Mrs. ****** has expressed concerns over the fabric she selected, offers have been made to have a store team representative or an upholsterer visit Mrs. ******'s home to assess the sectional and determine if there are any concerns we are not seeing in the photos. Mrs. ****** has refused to allow any Bassett personnel into her home to make this evaluation. We have again made an offer to Mrs. ****** to pick an alternate fabric if she is not completely happy with her selection. At time time we are awaiting word from Mrs. ****** so we can partner on an alternate fabric,Thank youBassett Customer Care
Initial Complaint
Date:03/05/2024
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 purchased a bedroom set from Bassets Nov 30,2019 cost was $4,071. The night stand was $600. I notice the finish was lifting and pealing so ai contacted Bassets. They sent me to ******* the warranty company. I submitted a claim Feb 5 and it took 4 weeks for me to get a response on the picture and details I provided. Only to be told they don’t cover issues due to quality. This is a quality issue because the last thing I expected from a wood custom pice is for the finish to lift and peal. For that i could have bought myself a cheap nightstand that i could throw out. This is not acceptable. I choose Bassets because the brand was to be a quality brand and unique design.

Now I am am told they don’t cover or repair.
Business Response
Date: 03/18/2024
Thank you for reaching out regarding your concerns. The photos submitted do show some overtime wear and damages. We are reviewing the photos submitted and will reach out with additional feedback and options.Thank youBassett Customer Care

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