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. has 101 locations, listed below.

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  Bassett Furniture Industries, Inc.

  3525 Fairystone Park Hwy Ararat, VA 24053

• 

  Bassett Furniture Industries, Inc.

  8355 Veterans Memorial Parkway O Fallon, MO 63366

• 

  Bassett Furniture Direct

  2261 E Southlake Blvd Southlake, TX 76092

• 

  Bassett Furniture Direct

  7801 Burnet Rd Austin, TX 78757

• 

  Bassett Furniture Direct

  18770 LBJ Freeway Mesquite, TX 75150

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:03/04/2024

  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.

  We purchased a sectional sofa and two Accent Chairs and Pillows from Bassett Furniture on November 26, 2023. All the pieces were delivered on January 13, 2024. As soon as the furniture was removed from the plastic I commented to *******, the Bassett designer who was at our home for delivery, that it smelled. She said because it was wrapped in plastic and transported from ***** ******** that it needed a few days for the smell to dissipate. The smell did not and has not gone away. On February 8, 2024 the furniture was picked up by Bassett and brought to their warehouse to be treated with an ozone machine. On February 17, 2024 the furniture was returned but the offensive smell still exists. We have had our windows open (it is cold here) and purchased an air cleaner but the smell is unbearable. To walk into your home and smell this skunk like smell is very upsetting. With the windows open you can even smell it outside.This can't be safe. We can not use the furniture. To date it has been 7 plus weeks and our furniture still stinks. We have reached out several times to the salesperson and the store manager *****. They claim that they can not help us any further. ***** has referred us to the manufacturer in ***** ********, who transferred us to ******** to speak to a customer care specialist. We have left numerous messages,(###-###-#### this is the warranty number) calling all different times of the day in hopes of getting a person. The recording - we are experiencing longer than usual wait times - please remain on the line for the next customer care specialist- sorry we missed your call- leave a message and your call will be returned a soon as possible. No one has returned our calls to date. When I called ***** and explained our frustration he provided us with ###-###-#### which is the local number with the same recording for customer care. We have been patient but we need furniture that we can sit on. We want Bassett to come pick up the furniture and refund us in full.

  Business Response

  Date: 03/12/2024

  Good Morning,We are working with the retailer on some options but have not finalized everything yet.  The store management will be contacting the ********' later this week to review the possible solutions.Thanks!

  Customer Answer

  Date: 03/15/2024

  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  received a phone call from ********* at Bassett ********** (3/14/24) offering (from the manufacturer) to take two seat cases for testing. This will take at least a couple weeks - it will not alleviate the bad smell of the furniture and it will further extend any resolution. We advised ********* on 3/15/24 that we still want them to take the furniture back and refund us in full. ********* said she would get back to us however we did not hear back by end of day and we needed to respond to you. 
  
  Regards,
  
  ****** * ***** ******** 

  Business Response

  Date: 03/28/2024

  We are sending out a new casing and core for both the sofa and chair.  Once they arrive at the retail store, they will take them out to the home.  They will then send us the casing's back so we may submit them to the fabric mill for testing.We will contact the consumer's once we have the lab. results from the fabric mill.Thank you.

  Customer Answer

  Date: 04/01/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  This is not a resolution just a first step to determine if the fabric is toxic. It will take months to complete this process of replacing two current cushions, testing these two cushions and making a determination. We are concerned that the replacement cushions will not match the original sofa and chair and further that they will smell as well. We are also expecting to be contacted by the local store for additional repairs to the fabric under the both chairs and the chaise,  which are hanging down and visible from the front  and one chair leg, which needs to be turned. 
  Regards, ****** * ***** ********

• Initial Complaint

  Date:03/03/2024

  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 Bassett Table from ****** *********. The table has done nothing but scratch easily since I purchased it. I went to ****** ********* and they told me that Bassett would do nothing about it. They blamed us for dragging things across the table which wasn’t done, about cleaning the table with abrasives which wasn’t done. I want some remedy to satisfy this large purchase. The picture I have uploaded is just one of MANY scratches on this table. We have not put this table through any harsh use of any kind. We eat at this table primarily, nothing else.

  Business Response

  Date: 03/11/2024

  We have spoken with Mr. ********* and the retailer.  We will replace his table top at charge as a one time courtesy.  Mr. ********* has agreed to pay for the delivery fee from the retailer.

  Customer Answer

  Date: 03/11/2024

  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:02/13/2024

  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.

  December 15, 2023
  Went to Bassett Furniture to look at a sofa and loveseat (S/L). After seeing a style of S/L we liked, ***** *****, Bassett sales, arranged to have a fabric swatch sent to our home for approval. We approved the purchase based on the swatch.
  Delivery on Friday 2/2/24. Noticed immediately that the color of sofa/loveseat did not match the swatch. I said to the delivery person that we should not accept the order and he should take it back. He said he could not do that but he would notify customer service immediately. **** from Bassett customer service called us. We informed her that color of fabric on S/L did not match the sample. She said they would discuss and get back to us.
  On Saturday 2/3/24, I texted Mr. ***** and informed him we are not happy with the S/L since this did not match the swatch. He suggested we come in to discuss. We brought in a cushion and our sample swatch.
  Mr. ***** and the store manager agreed with us that the colors were different. At this point, I suggested they take the S/L back. But Mr. ***** said to be patient and enjoy the furniture while their process to review proceeded.
  On Tuesday 2/6 we received a phone call from ****, customer service at Bassett. Her phone number is ###-###-####. Call came in at 11:30 am
  **** admitted there was a “slight” difference in the fabrics but said this was a dye lot issue. As a possible solution, Bassett wanted to re-cover our cushions only with a fabric that may look more like our sample. This was not acceptable as the back/sides of the sofa would look different than the cushions. I again explained that the coolness of the color of what was delivered is not what we were looking for, nor approved. It doesn’t match anything in the house.
  After above discussion with ****, we filed a dispute with the credit card company.
  After again requesting Mr. *****  arrange to pick up S/L, his response was “not going to happen. It’s yours.”

  Business Response

  Date: 02/15/2024

  Thank you for reaching out regarding your concerns. We are unable to honor a return or refund on the custom order placed. The fabric received is correct as orders. Please call or stop into our showroom  as needed to review the sample of what was selected in store and purchased.Thank youBassett Customer Care 

  Customer Answer

  Date: 02/16/2024

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

  Business Response

  Date: 02/27/2024

  At this time a dispute was been filed with the credit card company and Mr. ********** is in possession of the items along with a full refund from his card company. Bassett will continue to respond to the card company regarding this matter. thank you Bassett Customer Care 

  Customer Answer

  Date: 02/27/2024

  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 did not receive the items we ordered, and on the day of delivery, we requested Bassett take the items back.  Since then, we have requested numerous times that they take back the items.  The final response from Bassett was, 'not going to happen, they are yours.'   We do not intend to pay for items that we did not order which is why we are disputing the credit card charges. 
  
  Regards,
  
  ******* ********** 

• Initial Complaint

  Date:02/07/2024

  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 sofa,ottoman and leather chair from Bassett in October or November 2022 in ****** *****. We were moving so I had the furniture delivered to my new address in *** ******. It was received December 23 2022.
  
  When we selected the sofa, we asked for the best fabric type for cats with claws and was told velvet. We picked out a sofa with one long memory foam seat cushion and two back cushions. The salesperson should have told me the amount of maintenance velvet requires because it literally attracts EVERYTHING and requires cleaning every single day to keep lint off of it. It’s so bad I had to cover the sofa. And no, I do not let animals on my furniture. If we had been appropriately informed of both the pros and cons of this fabric by the “expert” who sold it to me, there is no doubt I would have chosen a different fabric.
  Several months after using the furniture, the velvet fabric started to pucker. It looks terrible. In addition, the memory foam seat cushion cracked. I called basset and they asked me for photos, which my wife sent. They said they would send a new seat cushion and covers for the back cushions. They then emailed requesting confirmation of my address. I replied. Never received these items. Called again and this time they said they’d ship it to a store an hour from my home and I’d have to pick it up. I was told to expect a call by 1/23/24. Again. Nothing and no response when I sent another email.
  It’s appalling how this complaint is being handled from a company as well known and high end as Bassett is supposed to be. I should have done my homework. There are many other complaints based on what I’ve read on this website.
  At this point I don’t want this sofa but from what I’ve read in other complaints they do not accept returns because everything is custom made. I understand that but then this company should stand up and take responsibility for the issues and poor quality of the fabric and fix it. And I have to pick it up???

  Business Response

  Date: 02/29/2024

  Thank you for reaching out regarding the concerns. At this time the parts requested for the concerns have arrived and are ready for pick up at the showroom closest to the consumer. Should a craftsman visit be preferred we are able to arrange to have the parts delivered. We are unable to honor a request for return on the sofa purchased. As we review we understand the concern with the velvet fabric purchased  and feedback provided because of the maintenance required. The fabric is a durable option and is easily cleanable this does make it an appealing option for pet owners, maintenance with an upholstery brush or lint roller is needed to remove hairs and lint. Please let us know if assistance with the parts installation is needed, If not the requested parts are available for pick up at the store. The location and information have been provided by the customer care team.thank youBassett Customer Care 

  Customer Answer

  Date: 02/29/2024

  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 understand that replacement isnt reasonable. We would like to request a discount on reupholstry. Regards,
  
  *** ********* 

• Initial Complaint

  Date:02/06/2024

  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.

  - Table, 3 chairs, bench purchased 12/26/2022
  - 1st table delivered - 01/06/2023 - Table varnish was cracked on the table top.
  - Table was sold as extremely durable and scratch resistant (not scratch proof). We found the table and bench both scratched extremely easily if anything at all was slide across the top.
  - After months of back and forth with both customer service and the sales rep, 2nd table delivered - 08/29/2023. 2nd table top was scratched and had bubbles in the varnish.
  - We were told the sales rep misrepresented the product and had now offered to have the 2nd table top refinished by a Bassett contact at no cost to us.
  - After months of back and forth again, 3rd top arrived 02/02/2024. We refused delivery of the 3rd table top as it was by far the worst of all three.
  
  We are pursuing a partial refund for the table, chairs, and bench as we have been trying to find a resolution with the Bassett team for over a year. The product has never performed as it was sold. I have text messages and emails with the Bassett team and photos of the furniture if needed.

  Business Response

  Date: 02/08/2024

  Thank you for reaching our regarding your concerns, we are partnering with our store team to review the concerns and will be in touch regarding a resolution.thank youBassett Customer Care 

• Initial Complaint

  Date:02/02/2024

  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.

  Will not honor the fabric warranty. We’ve had this $9000 (!!!) couch for less than a year and the seams are fraying in multiple places. A technician was sent out who blamed this on our dog, which is ridiculous. The dog does not pick at the seams on the couch. We’ve had multiple fabric couches with this dog and have never had an issue. It was a total cop out. The seams are unraveling from normal wear and tear.

  Business Response

  Date: 02/08/2024

  Thank you for reaching out regarding your concerns. We are unable to honor a request for return or replacement due to concerns on the items received. An upholstery craftsman was dispatched to the home to assess and evaluate the areas on concern. The craftsman identified one area  of visible padding that developed. The area was corrected during his visit, however the additional concerns in the fabric of picks and pulls  which have developed did not represent a product or fabric failure. The visible signs or wear and damage were a representation of the overtime use conditions in the home and damage. To assist in resolution of the concerns, Bassett can provide replacement seat covers  and arm panel at no charge along with a referral to a local craftsman who will provide an installation quote.thank youBassett Customer Care 

• Initial Complaint

  Date:01/27/2024

  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.

  On 5/27/2023], I purchased a high-end sofa set from Bassett Furniture (Order # ***********, amount $3458.82), expecting a product of superior quality commensurate with its price. Unfortunately, my experience with the fabric used in the sofa set has been extremely disappointing.
  First they delivered the WRONG sofa, to be replaced a few weeks later with NO apology or compensation for the error.
  Next, after a few months of use, there are tons of fuzz balls on the sofa even though it is not the main sofa under use (the kids prefer the older RTG one). I am extremely dissatisfied with this purchase. I had anticipated getting at least 6-8 years from this sofa set, supposedly of higher quality, however I feel that my older Rooms to Go sofa is much better quality than this new one.
  I am looking for a resolution to this.
  Quality Issues:
  Fabric Deterioration: The fabric on the sofa set has exhibited premature signs of wear and tear, including pilling and fraying, despite regular and proper care as per the manufacturer's guidelines.
  Unmet Expectations: The quality of the fabric does not align with the expectations set for a high-end product. The sofa set's appearance has deteriorated far more rapidly than anticipated, diminishing its aesthetic appeal and overall value.
  Customer Service Response: I contacted Bassett Furniture to address these concerns, and the response received no response.
  Resolution Sought: I seek the Better Business Bureau's assistance in urging Bassett Furniture to address these quality issues and provide a satisfactory resolution. Specifically, I am seeking:
  Replacement or Refund: A replacement of the affected sofa set with a product of acceptable quality or a full refund of the purchase price.

  Business Response

  Date: 01/29/2024

  Thank you for reaching out regarding the concerns. We apologize for delivering the incorrect  item initially and appreciate the opportunity to resolve. Our records indicate that on 12/27/23 and on 01/16/24 emails were sent requesting photos of the areas of concern.  While pilling in any fabric occurs during use, our customer care team requested the photos to review the concerns to assess the product.In order to further assist we would need to be able to review the concerns. Please respond to the customer service contact attempts and provide the necessary information for further assistanceBassett Customer Care 

  Customer Answer

  Date: 02/09/2024

  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.
  See Attached
  Regards,
  
  ****** **** 

  Business Response

  Date: 03/18/2024

  A reselection was approved on this account and a new order placed on February 17th 2024thanks Bassett Customer Care 

• Initial Complaint

  Date:01/26/2024

  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 custom leather sectional sofa and the bottom cushions of the sofa are filled differently and shorted on material, leaving gaping holes on the back side of the bottom cushions where they are supposed to meet. The sofa was delivered in late October and my sales person said it might take a few weeks for the sofa to relax and take full form. When that didn't happen, I scheduled for a customer service person to come out to my home in November who confirmed the back sides of the bottom cushions were 1.5" short on each back corner. I was told that the factory would get back to me with a solution and I have been getting the run around since. I have made over 10 calls this month and had a voicemail from someone last Friday that stated they had received my case and that the "table" was determined to be in fine "acceptable condition." I did not order a table. The 4 bottom cushions need to be fitted properly to close in the gaping holes in the back side. It is a hazard and unsafe in the current condition. Both my child and dog have gotten hurt with with their limbs getting caught ad stuck in the holes.

  Business Response

  Date: 01/29/2024

  Thank you for reaching out regarding your concerns. Our Service Manager has been in touch and we will be providing all new seats  and covers to address the concerns listed. While a sectional  does have connecting parts and will have seams where connected, we will work to ensure  the items replaced meets standards and provides a cohesive look to the sectional.We apologize for the concerns experienced and will work to resolve satisfactorilythank youBassett Customer Care 

• Initial Complaint

  Date:01/11/2024

  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.

  Bassett, shame on you. This isn’t acceptable and is not how you treat customers.
  
  We Bought a recliner and sleeper sofa Presidents Day 2023. Got the furniture delivered in April. By June we called customer service and told them the recliner squeaked when sat upon. They came and fixed it. Within a few days it began squeaking again on the recliner. A week later the sofa bed commenced squeaking on the right side only. The technician came out again but could not ascertain why the furniture was squeaking. Said he ordered parts. He said it’s best to replace the squeaky area in the recliner and in the sleeper sofa. That was 4-5 months ago. I’ve been calling customer service countless times for the repair person or parts to be sent and to no avail. We’ve not heard from Bassett at all. No calls or links have been sent. I’m on hold with customer service and basically was told that - someone dropped the ball somewhere with our repair! They’ll call me back.
  
  I travel and do not use the furniture often. It’s not worth at all what I spent.
  I went to Bassett thinking the quality was better than other furniture stores. That is not true. Other leading furniture companies are much more Reliable, considerate, responsive and responsible.

  Business Response

  Date: 01/29/2024

  Thank you for reaching out regarding the concerns on your account. We apologize for the delay in resolution, At this time an appointment is set for February 17th, we are working with our craftsman to secure an earlier appointment. Should the appointment not successfully resolve we will move to replacements as per our warranty.Thank youBassett Customer Care 

• Initial Complaint

  Date:12/28/2023

  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.

  Purchased couch and 2 chairs club level parsons in Dec 2021. Couch received April 2022. Purchased an extended warranty Platinum . Have 1 electrical problem with reclining. Lumbar, and headrest work. Moved to another State called store in *** ****** ********** and was told by an employee ******* * that the fact that we moved out of state warranty is nullified. Asked to speak to Store manager *** he stated he would have to investigate and call back. NO RETURNED CALL. No where on there Platinum plan say when moving out of state voids warranty. Please help.

  Business Response

  Date: 01/05/2024

  We spoke with the management of the retail store where the product was purchased and they were contacting the consumer to resolve.Thanks.

  Customer Answer

  Date: 01/12/2024

  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, *** ******