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:12/21/2023

  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 made a purchase of a living room set to Bassett on 04/01/23 and the furniture was delivered on June 10, 2023. After three months of having the furniture the cushions started to loose their shape and are sagging and not longer firm. On September 2023, I went to the store and talked to the manager and he told me to contact Customer Care to solve the problem. The same month I called Bassett customer Care and I was told to take pictures and email them, which I did the same month. On September 21, 2023, Bassett responded saying that my furniture was experiencing comfort wrinkles and that were part of the maturing of the furniture. They told me to flip and fluff the seat cushions as part or the routine maintenance. Also I requested Bassett to reimburse me my money ($8,450.14). They said because the furniture is custom made they cannot accept returns. On November 21, 2023, Bassett customer Care sent me an email saying that they could fix the cushions but I have to pay and on November 30, 2023, I sent an email rejecting their resolution and I told them that I was going to file a claim with my credit card. They haven’t responded. The furniture couldn’t be damaged in my home, I am a senior citizen living by myself weighting only 129 lbs.
  
  I filed a claim with my credit card and they told me that I only had 60 days to present a claim, so they can’t do anything. Please help me

  Business Response

  Date: 12/22/2023

  Thank you for sharing the details of your concerns. Upon reviewing your account it appears the selection made was for our memory foam seat which offer a more relaxed seating  and will require routine maintenance to keep a crisp appearance of the piece after over time use.  Fluffing  and adjusting pillows and cushions on upholstery pieces are traditional requirements for cleaning and care of upholstery items.The collections purchase does offer firmer seat options  which  will offer a fuller appearance and may not relax as quickly as a memory foam. Please respond to our customer care team follow up should like to review seat options for your upholstery items.thank youBassett Customer Care 

  Customer Answer

  Date: 12/23/2023

  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.
  
   As you can see is not only the seating pillows, but also the resting pillows look wrinkled and saggy.  after three months of having the furniture having this type of maintenance, doesn’t make any sense.  When I was buying the couch and two chairs the salesperson did not tell me that this furniture required to rotate the cushions.   Had I known, I never would have bought it.  I only had the couch and the two chairs for three months before I notice the sagging.  I am a single woman and literally the only person that uses the couch and chairs and the cushions should be able to withstand more weight despite the recommended adjusting of the chairs.  First the cushions were poorly made.  Again, I am an small woman and the cushions should have been able to withstand more.  Second, I was not instructed how to properly maintain the furniture before I paid for it.  Third, I have been requesting resolution for months and I am very unhappy with Bassett customer service I am experiencing.  
  
  Regards,
  
  ******** ******** 

  Business Response

  Date: 01/11/2024

  Bassett dispatched an upholsterer  who has confirmed the concerns described are stemming from overtime use  and are not symbolic of a product failure. We are unable to specify a firm number of days to maintain and care furniture in home as the appearance of any product would vary based on use by each consumer. A back pillow contains a soft fill for comfort  and the seat selection is a memory foam. It is a reasonable assumption that a part of a normal household routine would include pillows  fluffed and adjusted as part of its care and maintenance. Our upholstery craftsman carried out this process while in the home and demonstrated this for future care. Please advise if a change to a firmer seat type is desired and Bassett would provide the seats at no charge. All upholstery items do require maintenance and care, however a firmer seat would exhibit more resilience and show less wrinkles overtime.We look forward to hearing back and finalizing a resolutionthank youBassett Customer Care

  Customer Answer

  Date: 01/11/2024

  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:12/20/2023

  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.

  We purchased a sofa/chaise sectional and other furniture for our family room. Purchased the extended warranty. Covers damage to upholstery and mechanism. Bassett refuses to honor the broken spring and will not clean the upholstery. They sent a repairman out. He assessed the problem. Said Bassett should cover it no problem with our warranty. Bassett refuses to honor their warranty and promise.

  Business Response

  Date: 12/22/2023

  Thank you for reaching out regarding your concerns. Our records indicate we have not received contact since 2020. We have partnered with the protection plan provider to review any claims filed. It appears claims were filed for spring concerns along with a cleaning request. As detailed in the protection plan coverage guidelines, accidents and incidents are covered  for specific instances, however routine cleaning for overtime accumulated stains and spots are not covered under the accidental plan. Bassett is unable to provide coverage for the pet stains reported as that does not represent a manufacturing concern. Please respond to the inquiry from  our Customer Care with any videos or photos of the spring concerns.thank you Bassett Customer Care 

  Customer Answer

  Date: 12/22/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The warranty covers mechanical defects, including springs. The Bassett assigned repairman came out and concluded that the springs were broken.  He didn’t think it would be an Issue at all with the warranty claim. While we were told the warranty also covered pet stains, I am not concerned about cleaning those. More importantly, I want the couch to function properly. The constant squeaking infuriates my wife and we no longer have a couch to sit in. I would like the springs repaired/replaced and the squeaking to stop. 
  Thank you, ****** *********

  Business Response

  Date: 01/11/2024

  Bassett Customer Care has not received a response to our follow up, we have reached out again today and added in the additional email address in this inquiry as the email address was not the same on the purchasing account. Bassett plans to dispatch a technician for the springs concernsthank youBassett Customer Care 

  Customer Answer

  Date: 01/11/2024

  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 received their email. I have responded to each of their emails and frustrated that they say I have not responded. I am out of town and return tomorrow, January 12.  I will send photos they are requesting.  This claim is not resolved.  
  
  Regards,
  
  ****** ********* 

  Business Response

  Date: 01/23/2024

  We have received photos of the sectional and will be dispatching a service technician for an appointmentthank youBassett Customer Care

• Initial Complaint

  Date:12/08/2023

  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.

  am writing because the furniture procured from your ***** ******, VA store was not what I requested. On numerous occasions I contacted the store and ********* **** expressing the issue. The store advised that it had to wait until your representative returned from vacation I order to fix the matter. Additionally, the foot rest is a safety hazard, as it rolls and one can fall and injure his/herself. Cost $ 6500
  
  After many calls to the store, without a response, I visited the store and spoke to the sales agent. I was informed to let the furniture be delivered, and if after 2weeks, the furniture could be returned or something would be worked out.
  
  I contacted the store prior within the 2 week period and advise that the furniture was not acceptable. However, the telephone system would somehow bypass my number.
  
  I also, contacted ********* **** on several occasions. Attached is a copy latest correspondence received.
  
  While attempting to contact your Customer Service, the Service finally) called while I was on the phone, basically stating that the store manager provided no workable option.

  Business Response

  Date: 12/22/2023

  Our records indicate the custom item ordered is the item received. Our store manager and general manager have offered to meet with Mrs. ******* in our showroom to review the item received if she can bring in a sample. Please stop into the store to review the item received. We are unable to honor a return on custom ordered items, however should there be an error we would love to ensure it is taken care of. At this time we are not showing one, however, should there be any additional information Mrs. ******* has, the management team again requests that Mrs. ******* meets with them to review the detailsthank youBassett Customer Care 

  Customer Answer

  Date: 01/09/2024

  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.
  
  Sectional not color as presented in the store, when sample came in the mail, I notified the store, and was assured that the manager would contact me.   Additionally, the Ottoman/foot rest pose a safety hazard as it is on rollers.  When I went to sit on it, I fail. I’m 72 years old and can’t afford to have injuries. In the store, the Ottoman was stationary. That never happened. Only after several attempts did the manager respond expressing that the sales associate would contact me after her vacation. That never happen.There were numerous calls to the store and customer service. There were times when I contacted consumer service, it seemed as though the system was set to bypass/cutoff my call. After numerous attempts, I went into the store and spoke to the sales associate was informed to wait to weeks, and if I was not satisfied with the color, the matter/adjustment would be made. I attempted, to contact store and consumer service; however, my call where somehow cut off. I also contacted ********* bank. Recently, I was told by ********* bank that Bassett indicated to them that they would resolve the matter  However, I have not heard from Bassett  I also forwarded email correspondence to Mr  ****** ********, CEO of Bassett  but learned this morning he into with the company, and * *******  ******, Bassett  However, I received no response from the company  
  Regards, *********

  Business Response

  Date: 01/11/2024

  Our Customer Service Team will order legs to make the ottoman stationary based on the current request and decision. We are unable to honor a return or cancellation on the custom ordered sectional. Please feel free to visit our showroom with a  cover from your sectional to view with our store manager along side your selection in store.  Shade and appearance of fabric can be impacted by lighting differences. Bassett will continue to work to resolve however we have no actionable proof that the product received is not what was ordered. If this is a change in the decision on what was purchased  we are unable to accept a return, however should the comparison show that there is an incorrect fabric received Bassett will honor that replacement.thank you Bassett Customer Care 

  Customer Answer

  Date: 01/13/2024

  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 was informed by Bassett representative earlier this week that stationary legs would be provided and that Bassett was going to provide the lighter furnishing. Bassett needs to honor its word and provided the lighter sectional as required. Additionally, there should be no variation in color from what was represented initially. Manipulating the lighting of any item is a deception and misrepresentation, and ultimately, defrauding and robbing the customer.  Bassett should provide the right color or eliminating all charges. 
  
  Regards,
  
  ********* ******* 

  Business Response

  Date: 01/23/2024

  The replacement legs are on order and will be installed by a technician upon arrival. The appearance of any color  can be lighter or darker depending on lighting. This  is a concept that is not unique to only furniture. The appearance of a sample in a well lit room versus a dimly lit room, this is why we have asked repeatedly for the cover to be brought to the store to be matched against what was ordered. We are unable to provide any other steps. Our records indicate what was ordered is what was delivered. We are unable to accept a return on a custom ordered item based on a change of opinion about a custom order placed. Please refer to the terms and conditions of purchase for custom ordered items.thank youBassett Customer Care 

  Customer Answer

  Date: 01/23/2024

  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.
  
  [company representative called indicating that the legs was on the way; however, no one has come to install them. Additionally, that representative also expressed that the sectional would be replaced with the lighter color. Still waiting for the replacement. .]
  
  Regards,
  
  ********* ******* 

• Initial Complaint

  Date:12/06/2023

  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 sectional couch which was delivered to my house mid October. The couch was delivered with exposed wood and batting on the back. I have had it for a total of two weeks and the fabric is literally falling apart. The seats are all piling with very minimal use and the threads are pulling loose. I contacted customer service and was told that "like a sweater its normal for fabric to pile". Well i didn't purchase a wool couch, i purchased what was guaranteed to be a performance fabric and it looks like a 10 yr old couch after just 2 weeks! The couch i replaced was 6 yrs old, much cheaper in price and looked better than this 6600- yes 6 THOUSAND * ******* ****** ****** ** ****! Customer service had the audacity to say that "there was a dog pictured in the photos you sent". Yes yes there was......THE DOG WAS ON THE FLOOR!!! NOT PICTURED ON THE FURNITURE AND IS TRAINED NOT TO GET ON OUR FURNITURE!!! This is an absolute and complete unacceptable excuse. They have refused to even address the terrible fabric quality and their answer was that they "will send me a tool" to shave it down. Im sorry but a 6600 couch should not require such maintenance after just two weeks. I was contacted by a "furniture repair" person and was given a schedule of only Tuesday and Thursdays before 3 pm for someone to come address the exposed wood and batting on the back of my BRAND NEW COUCH!! Well i work full time as does my spouse. Taking off work (unpaid) is also not and acceptable answer considering i paid a fortune for this piece of crap! I am extremely unsatisfied and will be camping outside their store on my days off and addressing every single customer that pulls into the parking lot with all the photos of my "high end" custom peice of crap sectional. I think its only fair to avoid this happening to anyone else!

  Business Response

  Date: 12/14/2023

  Thank you for reaching out regarding your concerns.  We are very sorry to hear that your experience was less than satisfactory. A customer service manager will be in touch to discuss a resolution.thank you Bassett Customer Care 

• Initial Complaint

  Date:11/05/2023

  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 August 26, 2023, I ordered a sectional from Bassett Furniture, with custom fabric (Order No. ***********). My prior custom couch was from Bassett Furniture, and I always had good experiences with them in the past.
  
  I informed the salesman, that I wanted a plain seam for the pillows and cushions, exactly like my prior couch. Additionally, the sofa cushions were supposed to be down wrapped, exactly like my prior couch. The salesman even commented on the benefit of longevity for this type of cushion over the regular cushion featured on the floor model.
  
  As decorative pillows, I ordered three dotted, two blush, and two denim pillows. I also ordered two 24 inch dotted pillow covers for my bedroom. However, I did not receive my order. Instead, I received a couch with foam cushions and welt seams, and polyester fill pillows: two dotted plain seam, one dotted welt seam, one blush plain seam, three denim plain seam. In addition, I never received the two 24 inch dotted plain seam pillow covers that I ordered.
  
  When I contacted the salesman about the errors, he tried to upsell, stating that he would be happy to order the correct cushions for another $1,200. I would never have ordered the couch with my chosen options at that price point. I would have chosen a less expensive fabric, or a different couch, entirely. Moreover, I was informed that Bassett Furniture does not intend to correct the style of cushion covers, e.g., welt seam vs. plain seam. Bassett Furniture has not dealt in good faith, and their salesman employed deceptive sales practices to extort more money.
  
  The couch that Bassett Furniture delivered to my home on October 21, 2023, is not what the salesman was instructed to order. Therefore, I want it removed from my home and refunded, until or unless Bassett Furniture provides a couch to my specifications, without additional cost to me. In addition, the 24 inch dotted pillow covers were never delivered and should also be refunded.

  Business Response

  Date: 11/16/2023

  Thank you for sharing the details of the concern. Our store management team and designer have reviewed the concerns and communicated with Ms. ***** regarding the order.a) Please see attached receipt stating the extra single  pillow purchased was purchased at 19 inches b) See selection of seating option no upgrade selected or paid for at time of purchasec) the sectional received does NOT have a welting, it is sewn with a top stitch that is flat to the surface of the fabric, not a corded welt. The stitching was displayed on the sample in the showroom and what has been received is correct as ordered and paid for ( see photos of floor model) . Bassett has mailed the replacement covers to Ms. ***** as needed for the pillows that came with the sectional, and a technician has made attempts via phone and email to set an appointment to take care of any concerns on the sectional. At this time Bassett will provide the additional 24 inch pillow at no charge  for the inconvenience of having a service appointment. We will await a response from Ms. ***** to confirm that service appointment, however, Bassett will be unable to honor a return or refund on the overall sectional purchased as what was delivered is what was purchased by the consumer in the sales agreement.

  Customer Answer

  Date: 11/18/2023

  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.
  
  By their own example, a topstich is flat, displaying a stitch across the fabric while a welt is raised and round. The edging on the couch cushions sent to my home is raised and round, not flat. All other stitching on the couch is flat, with the exception of the cushions. If Bassett Furniture is claiming that the stitching on my cushions is topstitich and not welted, the quality of the stitching is poor. In addition, by their own admission, the cushion cover stitching occurs along the edge, as shown in their photographs; however, the cushion cover stitching occurs in the middle of the cushions of the couch they delivered to my home (see photographs). What was delivered to my home does not resemble what Bassett Furniture advertises. The salesman was instructed to order two 24 inch pillow cases for the 26 inch pillow inserts I have in my bedroom. These were the only additional pillows the salesman was authorized to order. The salesman was also instructed to order feather wrapped cushions; my assumption was that the pillow inserts would also be feather filled. However, I received foam and poly filled cushions and pillows.  Moreover, their salesman added a $700 charge for “Guardian Signature Plus” service that we never discussed. During the October 23, 2023 conversation with ***** in customer service, I was instructed to have the salesman reverse the charge. On October 24, 2023, I requested that he remove the charge; however, the charge has not been refunded. I believe Bassett Furniture delivered this couch to my home with a stain on purpose in an attempt to justify activation of this service, before the charge would be noticed and reversed. Including their response to the BBB, Bassett Furniture has contacted me no less than six times to try to have someone enter my home and remove the stain, but they have never addressed my primary concerns. Bassett Furniture has chosen to deliver a couch that’s not to my specifications or the quality they advertise. In addition, they have not made an effort to correct the most material deficiencies of the order, namely the low quality cushion and pillow materials, the cushion cover stitching, and the unrequested service add-on. Fixing one deficiency of the sales order is not “a favor.” Their lack of honest effort to deal fairly leads me to believe their underlying initial intent was to defraud me, and that the intent extends beyond the individual salesman. As such, I will continue to escalate this issue to the appropriate regulatory agencies.
  
  Regards,
  
  ****** ***** 

  Business Response

  Date: 01/03/2024

  Bassett is offering the customer a reselection on the order. This means she can stop into the showroom to meet with our manager to select a replacement sectional. This will allow an opportunity for the manager to review the specific features of each item  and clearly discuss customer need to ensure we are all aligned on the characteristics of the item. Should the customer choose a sectional of lower value  we will refund the difference  and should the customer make any upgrades or changes the price difference will be advised upon selection 

  Customer Answer

  Date: 01/03/2024

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

• Initial Complaint

  Date:10/28/2023

  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 ordered leather power recliner from Bassett Furniture. (Ordered through ********* **** ***********) paid $1,783.11 before taxes. The leather begin to loose the color on the head rest. I contacted ********* and they sent my complaint by email to *** ******* (Account Specialist Upholstery-Traditional) @ Bassett Upholstery Division, *** ** **** ******* ** *** *** ****** ** ***** E mail = ******************************. Her response was that this was caused by body oils etc. She never offered to send someone to look @ the problem. The chair is still under warranty.
  I've sent several emails explaining the problem with photos. (With no further response from Ms *******) "This chair is suppose to be a hi-quality leather chair. I did ask someone experienced with leather and he said something went wrong in the tanning process. the effected strip of leather is sticky to the touch and the color has turned white. I absolutely know that this is not caused by body oils or any other substance. Bassett has still not gotten in touch with me other than the one email that was forwarded by ********* home furnishings. **** ******** 

  Business Response

  Date: 11/06/2023

  We have spoken with Mr. ******** today.  We are sending out a new back and some product maintenance items to help care for his leather upholstery.

  Customer Answer

  Date: 11/07/2023

  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:10/02/2023

  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.

  The back and seat cushions foam support have worn our twice in less than one year. Also, the leg lift pinches the seat cushion on the way down. This will wear out the cushion prematurely. The company is now offering to replace the cushions and parts again but I do not want to keep something that is already a headache.

  Business Response

  Date: 10/09/2023

  Bassett Customer Care and store management has offered a repair or a replacement reselection on the item. Please call or stop into the store at your convenience to finalize your replacement order if a repair of the current item is not the preferred resolution at this time.Our team communicated this information on September 1st, September 5th and September 6ththank youBassett Customer Care 

  Customer Answer

  Date: 10/10/2023

  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 already given Bassett 2 opportunities to repair the recliner and both failed to resolve the issues.  We are concerned that this chair will continue to have the same issues if they repair it a 3rd time and that these are manufacturing defects.  We want our $3500 back.
  Regards,
  
  **** ****** 

• Initial Complaint

  Date:09/29/2023

  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.

  Ordered a wooden dining table from Bassett Furniture and the table came in a completely different color than what we were expecting. The name of the finish, the showroom floor model, and all of the marketing collateral on the website indicted that it would have more reddish hues, but it showed up looking grey. The verbiage on the website describing the "highly varied" finish is hidden away and not easily noticeable. I tried opening a case with customer service and working through the manager of the store in ******** ***** and neither would help support an amicable resolution. I asked for a replacement table where the color is more in line with what was on the showroom floor.

  Business Response

  Date: 10/09/2023

  Thank you for reaching out regarding the concerns.On 09/25 the store management team spoke with the customers, regarding what was discussed at time of purchase in the showroom. The customer opted to purchase a natural solid wood table. Customer was advised of variation, grain pattern and distressing in the collection as these are natural characteristics Customer acknowledged to store manager that these characteristics were advised of by their designer at time of purchase. Each tree will be unique and while the product received will be consistent with what is displayed  there will be natural characteristics shining through on each which impacts their appearance. We do invite Stephanie & Travis back into the showroom to review the item purchased.thank youBassett Customer Care 

  Customer Answer

  Date: 10/12/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The designer advised us on the variations in wood grain, pattern, and little worm holes. We are very happy with those aspects of the table and would have been happy however they came out because that part was clearly communicated with us. What we weren't told about was the extreme variation in outputs of the saturation and color of the table. There were no finish swatches shown to give us an idea on how highly varied the outputs are, and every piece of marketing material available shows darker finishes with reddish hues. Our feelings of frustration have been propagated by the feeling that customer service has blown us off. 
  
  Regards,
  
  ****** ****** 

  Business Response

  Date: 10/24/2023

  Bassett Furniture is unable to honor a return or exchange on the customer ordered item purchased. The product received contains no defect or damage. At the time of purchase a purchase agreement was signed stating customer is aware of maple characteristics. Bassett has provided a product with defect or damage and continue to ask that Mr. ****** and Ms. ** honor the agreement signed  on the customer ordered product requested for their home.thank youBassett Customer Care

  Customer Answer

  Date: 10/27/2023

  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,
  
  ****** ****** 

• Initial Complaint

  Date:09/01/2023

  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 January 30, 2021, we purchased a dining table, five chairs, bench and sideboard at the Bassett Furniture store located at **** **** ** ******* ********** *** ** ****** ******* *****. We paid $2,399.00 for the dining table, $669 for the bench, $395 each for the two arm chairs, $289 each for the three side chairs, and $2,638.00 for the sideboard for a total of $7,363.00. Bassett delivered the dining table, chairs, bench and sideboard to our home on May 8, 2021. When we purchased the furniture in January, we were told that the table, chairs, and bench were going to be stored in a warehouse until delivery. As we have previously reported to Bassett on several occasions, we first noticed the “exits holes” on June 14, 2023. We contacted Bassett immediately on June 15, 2023, and informed them of the situation. We have had two pest control companies come out, one of whom wrote a report, which we have provided. Neither pest control company was able to identify the beetle causing the damage, but ****** **** ******* did indicate the exit holes were made by a wood boring beetle. We have also spoken with an entomologist from ******* ********** who informed us that wood boring beetles can stay in wood for up to 20 years before emerging. We believe the furniture was infested when it was stored. We have offered on several occasions to have Bassett send a representative to inspect the furniture. There are hundreds of exits holes and the furniture looks horrible. Additionally, in subsequent correspondence, we have informed them there is continued activity and provided pictures. We have no other furniture in our home that is infested other than the pieces we purchased from Bassett. I have requested on several occasions that Bassett pick up the furniture and refund our purchase price of $7,363.00. After several attempts to request a resolution, we have received no response from Customer Service or ******** *****.

  Business Response

  Date: 09/19/2023

  The product received by Mr. & Mrs. **** is correct as ordered and has no defect. This was confirmed by the specialist contracted by the ******. The specialist stated that the holes were made by a wood boring beetle but they found no sign of a live beetle and actually advised the ****** that they should monitor for any further concerns but did not find any beetles in the wood. The ********** maple purchased by the ****** is made from  Appalachian Red Maple. The distinctive figure of the wood, with the greenish-gray streaks of color,  is caused by the work of the Ambrosia beetle - in fact, the wood is sometimes referred to as Ambrosia Maple. The markings of the maple are nature's signature. These markings ensure that each piece will be unique, a natural work of art.  The construction starts with sawing logs into lumber, kiln drying it, and then cutting the lumber into boards. The Kiln dry process removes any beetles and ensures the wood meets industry and Bassett standards for production.The ********** collection has holes and mineral streaks as a natural characteristic. These were seen on the pieces in the showroom and have been visible since delivery. ( see attached photos taken by  service technician in June 2021 that shows worm holes in the pieces) The holes have not multiplied. There has been no powder or discovery of any insect in the table and a specialist contracted directly by the consumer has confirmed there is no sign of an issue and asked them to watch and follow up with them if they discover any valid or substantiated concerns.Bassett will not be able to honor a return or credit on the set purchased as there is no defect in the collection purchased.thank you

  Customer Answer

  Date: 09/20/2023

  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.
  To clarify, we never denied the existence of holes in any of the furniture, however, there are numerous new exit holes.  We have attached pictures of a few of the exit holes, as well as photographs showing continued activity in the dining table.  The numbered photographs show raw wood at the exit hole - if these holes were there previously, they would have stain inside the hole, it would not be raw wood.  Also, there has been continued activity in the table, which we have also notified Bassett of and previously provided photographs.  Lastly, ****** **** control never stated "there is no sign of an issue."  What they stated was that they could not identify the type of wood boring beetle at the time of the inspection and recommended we monitor the situation.  We did as instructed and updated Bassett with the photographs showing this continued activity.  
  
  Regards,
  
  **** **** 

• Initial Complaint

  Date:08/28/2023

  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 couch,a leather ottoman, a kitchen table w/6 chairs and other furniture. The purchase totaled $30,390(delivered 12/16/22)
  
  The complaint we are filing centers around the ottoman ($1,588) &the kitchen table/chairs ($6,545.75).Bassett promised us they would replace the ottoman.The ottoman has several unrepairable defects &must be replaced.We were told by a furniture repair representative (***) from Basset on 1/9/23 that the ottoman could not be repaired &needed to be replaced.On 3/29/23 they brought us a new ottoman which was also damaged &was rejected.
  
  The kitchen table was delivered w/a 0.5 inch highly visible defect on the apron of the table. *** who visited our home on 1/9/23 told us that in order to fix this defect, they would need to take the table apart &put on a new apron,or just replace the entire table.The 6 chairs we received are not the same chairs we picked out &were displayed in the store. The cushions on these chairs are too large for the frame of the chair & are too firm, therefore resulting in not enough leg clearance for an avg person. *** who visited our home on 1/9/23,stated that the chairs would need to be replaced. A representative (**** ********) from Bassett came to our house on 2/27/23 & agreed that the chairs were not the right chairs for this table. **** stated that they could try to replace the cushions, &if that didn't workout,Bassett would replace the chairs.Months later after many attempts to contact Bassett to resolve my disputes w/ the products, I still have no resolution. We've had several phone calls w/Bassett customer service where they agreed to return/refund the table/chairs & provide a new ottoman.They have yet to follow thru w/this.
  
  We filed a dispute w/**** on 1/23/23 regarding the table/chairs,Bassett NEVER responded to ****.**** ruled in our favor refunding the $6,545.75.After multiple attempts on our part to resolve this,we still have damaged furniture &Bassett sent this to collections for$6,545.75

  Business Response

  Date: 08/28/2023

  The consumer was awarded a refund by the card company  and was asked to return the furniture that was not satisfactory. The product has not been surrendered to Bassett since April 2023. The consumer is in possession of the full refund AND the merchandise. Please respond to our warehouse team and finalize return/pick up arrangements.thank youBassett Customer Care 

  Customer Answer

  Date: 08/29/2023

  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.
  As per **** the case was closed because Bassett never responded therefore **** not holding me responsible for the cost of the kitchen table and chairs ($6,545.75). I was told by an **** representative that Bassett should zero my balance PRIOR to returning the table. At that point, I was still waiting for a replacement undamaged ottoman which Bassett has promised me via telephone on multiple occasions. I have spoken with ****** from Bassett numerous times. We had agreed I would return the kitchen table and chairs when I received a new undamaged ottoman in exchange for the damage one they delivered. ****** told me they could not zero my balance prior to picking up the kitchen table and chairs. I asked her to put everything in writing in an email to me many times and was told that she would put our verbal agreement in writing. I have yet to receive that email or a follow up phone call that I would be receiving a new undamaged ottoman. At this point I am happy to return the kitchen table and chairs in exchange for a new undamaged ottoman and a written confirmation that my balance will be zero and I will owe them nothing once they deliver the new ottoman and pickup the kitchen table and chairs.
  
  Regards,
  
  ***** ******* 

  Business Response

  Date: 09/19/2023

  The outstanding ottoman for Mrs. ******* is ready for delivery ( we have done multiple reorders and previously offered Mrs. ******* a return of the ottoman for a refund). Mrs.******* maintains possession of the piece and  refuses to turn over the items thought she has received a full credit from her card company. Bassett did not further dispute with the card company as Mrs. ******* was advised by Customer Service, designer and Store manager that we will accept a return on the pieces. In good faith we agreed to the credit with the agreement that the dining set would be returned to Bassett because it did not meet her expectations. Upon receiving that credit Mrs. ******* continues to refuse to return the merchandise. Bassett will continue to pursue collection efforts unless the merchandise is surrendered.thank youBassett Customer Care 

  Customer Answer

  Date: 09/24/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and I offer the following explanation and resolution of my issue with Bassett furniture.The resolution of this matter is simple, so let’s highlight what needs to be done. I expect to return the table and chair set which I’m not happy with. I must keep the ottoman because it is part of an entire room’s matching furniture set which was all purchased from Bassett. I spent approximately $30,000 on furniture from Bassett. I need the damaged ottoman that was delivered to me on December 16, 2022 to be exchanged for a new undamaged ottoman which Bassett claims to be ready to deliver to us. This exchange of returning the table and chair set and exchanging the ottoman MUST occur simultaneously. I have lost all hope in Bassett acting in good faith to resolve this issue which is why I require this exchange to occur at the same time. Let’s state for the record, after the initial delivery of the damaged ottoman I currently possess, Bassett delivered another damaged ottoman on March 29, 2023 in exchange for the original damaged ottoman, which I rejected as well. Both sides have agreed to a resolution of this so let’s get it done. Again the delivery of the new ottoman must occur at the same time the table and chair set is returned to Bassett. 
  
  Regards,
  
  ***** ******* 

  Business Response

  Date: 10/09/2023

  As detailed previously the ottoman is ready for delivery, this is a new ottoman at the warehouse and can be delivered ASAP. Bassett would like to bring this matter to a close, however, Mrs ******* while responding to the BBB has still not spoken with the delivery team or the store to finalize a delivery date. The continued responses only  to the BBB without communication and delivery confirmation only further delays the final resolution.Bassett is ready to deliver and pick up. Please return the call to our delivery department or the store to finalize the delivery arrangements. Please assist us in bringing this matter to a close.thank youBassett Customer Care

  Customer Answer

  Date: 10/19/2023

   I have reviewedy the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me with the following contingencies. 1. The ottoman will be replacd with the exact same ottoman in new condition with no defects or damages.2. The table and 6 chairs will be returned to Bassett at the time of the receipt of the new ottoman.3. Documentation that my balance with Bassett after the above transactions take place will be zero and this documentation will be provided to me at the time of the above exchange.4. Bassett agrees to stop attempting collection of the cost of the kitchen table and chairs ( amount=$6,545.75), as I've received another notice from ********** on 10/13/23 for the above stated amount of $6,545.75
  Regards,
  
  ***** *******

  Business Response

  Date: 10/25/2023

  Upon successful return of the merchandise we will provide an update  to remove Mrs. ******* from collections. A successful return is considered undamaged merchandise.   thank you 

  Customer Answer

  Date: 10/30/2023

  Dear ***,Attached below are pictures of the ottoman that was brought to my house. on 10/27. As you can see, on one side of the ottoman the leather  has linear indentations throughout , and in addition the wood edge along the bottom on two of the sides has scratches and damages throughout. Based on this, I decided not to accept the ottoman which had more damages on it then the one  I have.  Also attached is an email I received right away from Bassett which states they are sending my case back to collections. On the day of the attempted delivery (10/27/23) I called Bassett multiple times and left a message. They never returned my call but instead sent the email attached.It was agreed upon prior to delivery that the ottoman would be in new , undamaged condition in order for this exchange to take place. As you can  see the ottoman is not undamaged. At this point it would be acceptable to me to keep my damaged ottoman and have a $500 credit so that I can have the wood on my ottoman repaired. Although there is a tear on the leather of my current ottoman that cannot be repaired.  If Bassett agrees to the $500 credit, I will keep the ottoman and return the table and chairs to them and close this case.Thank you so much for your time and patience throughout this ordeal.Sincerely,***** *******

  Business Response

  Date: 11/16/2023

  There are 2 concerns for Mrs. *******.1. The ottoman that Mrs.  ******* requested a replacement. Mrs ******* refused this ottoman on delivery. Mrs ******* has been offered a refund on this ottoman from Bassett furniture on multiple occasions.2. The dining set, Mrs. ******* has received a refund from her card company for several months and refuses to surrender possession of the merchandise. On the most recent attempt Mrs ******* refused the drivers entry to her home to retrieve the merchandise. The ottoman was leveraged as a reason to not surrender the merchandise and continue to extend this situation. Bassett will make no further attempts to schedule a pick up and the account will remain in collections. Bassett has made reasonable attempts to pick up the furniture ( both ottoman and dining set) and bring this matter to a close. Mrs. ******* has insisted on holding the items thought she has received a refund for her dining set. At this time Bassett considers this issue closed and will not  make attempts to visit Mrs.  ******** home for further pickups or exchanges.

  Customer Answer

  Date: 11/20/2023

  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.Up until this point, I was holding onto the table and chairs on the hope of exchanging the damaged ottoman for a new one. Since I have been unable to obtain an undamaged ottoman, I am willing and interested in also returning the ottoman for a full refund. I understand both sides are very frustrated at this juncture. I am putting in writing, that to settle and close this matter once and for all, that I will accept Bassett's offer to return the damaged ottoman for a full refund and also pickup the table and chairs. The refund amount of the ottoman is $1588 + tax. This would need to be provided to me as a bank check or a cashiers check AT THE TIME of the exchange of the ottoman and table and chairs.
  
  Regards,
  
  ***** *******