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.

close

Find a Location

Bassett Furniture Industries, Inc. has 101 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/14/2023

  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.

  Re: Sales Order # *********** Customer # **********  On May 27, 2022 I purchased a dining room set from Bassett Furniture in *****, **. The cost of the set coupled with the Guardian Signature Plus Protection was $7,411.92. On June 25th, 2022 they attempted to deliver my dining set and discovered that the tabletop had been damaged in transit. A replacement tabletop was ordered and it was delivered on August 24, 2022. After having my dining table for less than six months, the finish on the tabletop started to peel. I contacted Bassett on February 15, 2023 to resolve the issue. I was told that my Guardian Signature Plus Protection would not cover the tabletop, as it was a known defect with the furniture itself and that a new tabletop would be ordered for me. In June 2023, my new tabletop was supposed to be delivered, but they were unable to deliver it because it too had been damaged in transit. A fourth tabletop has been ordered for me; it has yet to arrive. I have been waiting for my replacement tabletop for more than six months now. I have spent hours on the phone and in the store simply trying to get the dining set I purchased in good faith over a year ago. My treatment at the hands of personnel at my local Bassett Furniture Store has been appalling, and every time I call Bassett customer service, they tell me it will be another month. On July 24, 2023 I sent a demand letter to Bassett Furniture Industries, Inc. but have yet to receive a response. I am asking that Bassett refund my money.

  Business Response

  Date: 08/22/2023

  Thank you for continued patience as we work to resolve. Bassett is providing a replacement table for the damaged item, through its warranty.The replacement order has arrived and will be scheduled for delivery.Our Management team will be in touch to follow up and discussthanksBassett Customer Care

  Customer Answer

  Date: 08/29/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********.  Bassett has contacted me and advised that a new tabletop will be delivered on September 1st.  If the tabletop is delivered as promised, then I will consider this matter resolved.  If it isn't then I stand by my original complaint and would like Bassett to refund my money.
  
  Regards,
  
  ***** ********* 

  Customer Answer

  Date: 09/06/2023

  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:06/30/2023

  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.

  Sales Order# ***********. On 11/22/2022 I purchased a reclining sofa for $5,403.00 and a chair and a half for $2,141.00. I received the furniture on 12/28/2022. I contacted the salesperson via phone and text on the day of delivery to report that the size of the chair appeared to look like a standard sized chair. The salesperson stated he would check the measurements. I texted the salesperson on 1/13/2023 when he provided what the measurements should be, again on 1/30/23 and called in Feb 2023. The salesperson said he would come by to measure the item. After no reply, I contacted corporate on 5/3/23. By that time I noticed that the cushions on the sofa kept getting caught upon raising the seat. Corporate never replied. On 5/3/23 the salesperson contacted me and eventually came to my home to measure the chair and take videos of the sofa (he told me verbally that there could be a 2” variance in size of the chair which was not in the contract). On 6/6/23 he called me and said corporate said there was nothing that could be done. I contacted corporate again. They sent a repairman out to measure the chair and look at the sofa. The chair had about a 2” variance. He made an adjustment to the bottom of the sofa (new issue) after I pointed it out, but the cushion issue remained. Corporate sent the repairman out a 2nd time because they said he measured incorrectly the first time. Corporate contacted me on 6/29/23 and said there is a normal variance on the chair of 1/4” to 1” and mine is within limits and the sofa issue is resolved. Corporate said to contact the store for resolution, but the store said that corporate needs to resolve. No where in the contract did it state that there is a variance on size and I was given various measurements from the store and corporate of the chair. The sofa issue still remains. I would like a replacement of the sofa and either a refund or to be discounted for the chair because it is not what I purchased. There was no floor model of the chair.

  Business Response

  Date: 07/24/2023

  The customer was updated on July 11th,2023 The replacement parts on the motion sofa have now shipped and upon arrival to the local warehouse we will schedule a repair appointment. Per our warranty if we are unable to make the satisfactory repairs and bring the sofa to the manufacturer's standards, Bassett will provide a replacement item. 

  Customer Answer

  Date: 07/27/2023

  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.
  The complaint was partially resolved. Repair of the sofa is scheduled for Aug 5. However, the business has not addressed the issue with the chair and a half. The contract that we signed upon ordering the chair did not specify a variation in dimensions, nor were we ever informed by the salesperson that the size of the chair could vary. This is unacceptable because non disclosure of this information prevented me from making an informed decision on this very expensive purchase. I need resolution on this.
  
  Regards,
  
  ******* ***** 

  Business Response

  Date: 08/22/2023

  Bassett will continue to work to resolve the concerns. Our store management team will be reaching out to discuss concerns on chairs.We will partner for a follow up service visit to assist with maintenance and positioning of the seat cushion to prevent pinching. thanksBassett Customer Care

• Initial Complaint

  Date:06/11/2023

  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 purchased a sectional sofa from Bassett Furniture Industries via a wholesale dealer. The sofa was delivered to my house in late June of 2022. The frame, seat cores, back cores, and fabric is failing. The frame has come apart on the RAF Chair and the frame of an "Armless Chair" section of the sofa has warped.
  Bassett has agreed to replace 1 seat casing and seat core and the rest of the seat cores because of a 7 year seat core warranty. They have also agreed to replace the RAF Chair where the frame has come apart but refuse to replace the Armless Chair sectional that has warped.
  Although Bassett's written warranty says in the first paragraph; " For the first year fo the warranty period, Bassett will pay or incur - with prior approval- reasonable and customary labour charges and repair or installation of covered replacement parts. After the first year of the warranty period, the purchaser is responsible for the cost or installation of the covered parts.
  After the first year, Bassett does not pay for shipping costs to and from the factory on covered warranty items during any portion of the warranty period or after."
  Bassett is wanting to charge me for the shipping for the items that are being replaced. They also are refusing to replace the Armless Chair section of the sofa that has a warped frame. The warranty states; " Frames - Coverage - 7 years (after first year customer must pay for pick-up, shipping and installation".
  I am attaching a copy of my invoice so that you can see the purchase date and I am also attaching a copy of the warranty for your review.
  Please feel free to contact me and any time with any questions.
  Thank you,
  ******* ******* ###-###-####

  Business Response

  Date: 06/15/2023

  We have spoken with the retailer and they agreed to a refund for the sectional.Thanks!

  Customer Answer

  Date: 06/15/2023

  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:05/19/2023

  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 13 Aug 2022 we purchased a couch and love seat ($7474.14) from Bassett Furniture, **** ******** ** **** *********** **. Delivery on or about 3-4 Oct 2022 *** **** ** *** *********** *********** ******** repairs were made to backs on 5 Oct 2022. Last few weeks noticed cushion (back and seat) were sagging/having depression lines, not coming out. On 17 May 2023 contacted store (********* *****) and told her to send out a truck to pickup furniture and want our money refunded. She said had to talk to store manager, she request photos of the couch/love which we provided, and he was out until Fri, 19 May 2023. It is now 1420 (0240 pm), no response!!! We looked at furniture on show room floor, looked nice, what we received is not what we ordered!!! Paid $399 for ************* warranty. Requesting BBB, Huntsville help resolve this problem for us soonest.
  Regards
  ***** ** *********, *** **** Retired

  Business Response

  Date: 05/23/2023

  We spoke with the store owner and he said they have reached out to the customer again today.  They need to come out and inspect the product to see if perhaps, the cores are incorrect but the consumer will not allow their technician to visit the home.Without verifying there is a defect that cannot be corrected, there won't be anything the ownership can do to help.

• Initial Complaint

  Date:05/11/2023

  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 purchased a Bassett recliner two years ago for over $1600 and want to make your readers aware of quality issues present in their so-called “high end” furniture. The recliner arm fabric is shredding where the chair back cording rubs the area when in motion. Bassett warrants material for one year, however, the issue is not with the fabric but with the mechanical feature that is causing the ripping on the arms. This is a design flaw and will cause hundreds of dollars to correct from an outside company that Bassett uses to remedy complaints. I did not discover the tears until recently because they are not noticeable when the chair is in the upright position. The whole point of purchasing high end furniture is to rely on the pieces looking good for several years; Bassett has failed in this very important aspect of customer service. They have lost me as a customer unless the issue is corrected at no charge. Thank you for your assistance.

  Customer Answer

  Date: 05/12/2023

  1) no additional warranties.  I just have the manufacturer's warranty for residential use only.2)  When the chair back is pushed to a reclining position, the fabric cording on the sides rubs against the chair arms which has caused the seams to rip open.  See attached photos.  My opinion is that this particular fabric should not have been recommended for this recliner because it doesn't hold up.  I initially thought the problem was due to a mechanical defect meaning the chair back was not positioned correctly but that's probably not the case.  

  Business Response

  Date: 05/30/2023

  Thank you for reaching out regarding the concerns. We have reviewed the photos submitted and partnered with our factory team. While we currently do not have the fabric in stock we will be getting the needed stock of this fabric to create the replacement part needed to make the repairs. Our installer will also work to check the mechanism operation on the piece to ensure smooth operation to prevent future damage. Should Mrs. ********* prefer to select an alternate fabric and have a replacement recliner constructed, please let us know and we will move to a replacement versus repairthank youBassett Customer Care 

  Customer Answer

  Date: 05/31/2023

  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.
  
  I would like more clarity regarding the response from the company.  Is there any cost involved for either of the options (repair vs replacement) provided by the company?  If we select the repair option, approximately how long will it take to receive the fabric?
  
  Regards,
  
  ***** ********* 

  Business Response

  Date: 06/23/2023

  Good day  We spoke to the customer on 06/01 and we are waiting to hear back on a decision. We spoke to her and sent a follow up email. 

  Customer Answer

  Date: 06/23/2023

  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:05/10/2023

  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 purchased a sectional from Bassett in the amount of 7,200.00. I was given the option of a French seam or piping. I chose the piping for the cushions. Upon arrival the piping on the cushions was puckered (see attached picture). I was told the puckering would soften. This has not happened. I contacted the store and a technician came to inspect. He suggested there was a “fix” and the store manager would get back to me. A week later I received an email from ********* ********* stating the welt concerns I have are up to Bassett specifications. I brought a cushion to a reputable upholsterer who demonstrated to me why the cushions are puckered and it would cost more than $100.00 per cushion to correct. The problem with the welting is that the welting was made incorrectly, the piping was placed in the fabric which was wrapped around the piping then stitched. I have included pictures. The correct way to make welting is to wrap the piping on the diagonal so the fabric has stretch and doesn’t pucker from tension. I have included a picture.
  I ask that the cushions be reconstructed to upholstery industry standards or alternatively remake the cushion without the piping

  Business Response

  Date: 05/17/2023

  We are working with store ownership and consumer to resolve.

  Customer Answer

  Date: 05/25/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********.  Corporate office contacted me and stated the seat and back cushions would be remade with an alternative stitching.  Regards,
  
  ******* ******* 

  Business Response

  Date: 07/25/2023

  The casings have been delivered to the retail store. We are going to contact the retailer to see if they have contacted Ms. *******.

  Customer Answer

  Date: 08/04/2023

  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. I received the sofa cushions today and am fully satisfied. Thank you for ensuring my complaint was addressed resulting in a satisfactory resolution. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:04/20/2023

  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 from Bassett Furniture in *********** ** last year. When the salesman called to check on delivery we voiced some concerns. After trying to reach someone in customer service to no avail we went to the ********** store to speak with the manager. ***** *****, was most helpful! He reached out to customer service and got things going.
  Issues we have:
  The sofa measures smaller than the dimensions on the store pamphlet
  Some cushions are misshapen
  Some cushions are sewn improperly
  Fabric on chase tore
  In my research before we began shopping I learned that polypropylene will not
  stain and stands up well to pets. We only looked at stores that carried polypropylene upholstery.
  Customer service sent new cushion covers for the ones poorly sewn as well as one for the torn cushion. The tech came and replaced them. The replacements are sewn even worse. They are all kinds of crooked. I showed the tech the misshapen cushions that need to be replaced. He knew nothing about polypropylene! After not hearing anything about replacing the misshapen cushions that I had complained about from the beginning, I reached out to ***** ***** once again. When customer service called I was told that my cushions would not be replaced because there was some soil on the sofa from my pets. He said he would send the tech back. He also knew nothing about polypropylene! There are places that don't clean as well as I believe they should! Some discoloring is there even after cleaning with 50/50 bleach and water as suggested. The fabric is not wearing well , I question if it is true polypropylene. That aside, there is NO excuse to not replace misshapen cushions!! Customer rep said tech would come back. I told him to send him back but that I was also filing with BBB. After weeks of nothing I informed ***** ***** that the tech never came and I was filing complaint. I have received no response!! This is unacceptable!!

  Business Response

  Date: 04/28/2023

  thank you for reaching out regarding the concerns. The information previously received described concerns which may have occurred overtime in home with use. Bassett will be dispatching an alternate tech for review and discussion  and to assess sectional since parts were installed. The work order was submitted today 04/28 please allow 3 business days for technician contact for scheduling.thank you Bassett Customer Care 

  Customer Answer

  Date: 04/28/2023

  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:04/13/2023

  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 a bed and bedside table from Bassett furniture on January 6, 2023. They delivered the bed on March 1, 2023 and the furniture was damaged. I asked for a refund since it had taken 2 months to get furniture that I could not use and was told because this is a special order that they will not refund my money. They said they would reorder and agreed to refund the delivery charge. They delivered the re-order on April 13, 2023 and sent the wrong size bed. On the same day I called corporate and said I did not care about a special order policy, I want my money back due to the incompetence of the company, not because I changed my mind. Corporate said they would have to reach out to the store because they could not speak on the stores behalf and that they did at least refund my delivery fee. Refunding a delivery fee means nothing to me because I still do not have any furniture that I have fully paid for. I called the store after hanging up with corporate, asked to speak to a manager and explained the situation. I was told they would speak to their manager and call me back. Someone from corporate did call me back and said they could send out something temporary so that I would have something until they could reorder the correct furniture again and provide me with a $500 store credit. At this point I don’t want anything from this company except a refund of my money back. I told them this and they said they would have to reach out to the store to see if the store is willing. I am tired of getting jerked around and would like a refund so I can purchase a bed from a company that I have purchased with for years. I was just trying to give another company a chance but this obviously did not work out very well.

  Business Response

  Date: 04/17/2023

  We apologize for the issues experienced during the fulfillment of your order. Our Store management team is in touch and finalized a resolution and return.Thank youBassett Customer Care 

  Customer Answer

  Date: 04/19/2023

  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:03/30/2023

  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 purchased the Beckham sectional sofa last year, delivered in October 2022 and within 2 weeks the chaise has sag by 3-4 inches, one of the other sofa cushions are much softer than the others (when you sit on it, it's like the cushion is chopped in half), another sofa cushion has different height from one end to the other, and the sofa came with a cleaner that has now stained the upholstery. I have been calling and emailing them every few weeks and the manager, ***, has never returned my phone call.

  Customer Answer

  Date: 03/31/2023

  Hello,It was purchased in ****** ****, **. The manager actually just called me this morning by chance and he sounded apologetic and willing to work with me. I would like to see how this will pan out before moving forward with my complaint. Thank you so much for your assistance!~ *********

  Business Response

  Date: 04/17/2023

  We spoke with the store ownership and below is what they are telling us:We've spoken with the customer and
  have ordered the appropriate parts to complete service, Customer is satisfied. I expect to
  complete service in 3-4 weeks

  Customer Answer

  Date: 04/17/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and I reject the business' response at this time.  It has taken the business almost 6 months to address my multitude of issues so I would like to keep this case open until the issues have actually been resolved.  For your reference, details of the offer I reviewed appear below.
  
  Business offers to replace core cushions and will be assessing stains on the upholstery but this has been been done yet. The business promised to come next week with the new core cushions and to assess stains.
  
  Regards, ********* ******

  Customer Answer

  Date: 05/15/2023

   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.
  
  I agreed for them to replace the cushion because ******, one of the Bassett's managers, told me that I've received a lemon & that Bassett has a great reputation. ****** (the Bassett's sofa technician) came to replace the cushion on Thursday, May 11. He took the old cushion. Today is day 4 with the new cushion and the cushion already started to sink (see picture). The **** couch we owned before this one lasted years with no issue. When ****** was here he mentioned that the foam's poor quality is just the way it is and this really isn't Bassett's fault because they outsource their foam manufacturing and that I should call that company directly. I feel like that shouldn't be my responsibility since I purchased it from Bassett. I'm not sure what to do at this point. I have zero faith in this sectional now. 
  Regards,
  
  ********* ****** 

  Business Response

  Date: 06/07/2023

  This sectional was picked up from the customer's home last Saturday 6/3 and she was mailed a total refund of her purchase on Monday 6/5 

  Customer Answer

  Date: 06/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:03/16/2023

  Type:Delivery 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.

  1/8/23 I ordered a bedroom set, 1 dresser, 1 chest, 2 nightstands (total of $12,424) from Bassett Furniture in *** ***** **. I was given an expected timeframe of 5-7 weeks, delivery was scheduled and made on 3/2/22 but without the dresser. On 3/3, I phoned the Client Services number and spoke with *** who was aware of the issue and informed me the dresser had been damaged in transit and they would need to file a claim, he would call me Monday to confirm a new delivery timeframe. No call...I have since placed calls on 3/10, 3/11 to Client Services and then on 3/11 to the ** store and spoke with ****** who advised she would speak with *** (my sales rep) and have her get back to me Monday 3/13 with a resolution, I did not hear from ***. I then emailed ****** and *** both on 3/16, ****** advised "... I have sent a follow up email to my factory for a real time eta and will let you know before closing today." And again, nothing. i have also emailed through the corporate website Contact Us page, and have not yet had a reply. We have no idea if we will be receiving a new dresser (hopefully in less than the 7 week timeframe) and this has been paid in full since 2/26/23.

  Business Response

  Date: 03/17/2023

  We spoke with the ownership of the retail store and the replacement dresser is due to complete at the factory in Virginia on 3/24.  It will then ship to the Bay area and take approximately 14 days to arrive.  They have left both a voicemail and sent an e-mail to the consumer with the details.The retailer did apologize for lack of communication with the customer after the original dresser was damaged by the trucking company.Thank you.

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:
  
  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, ****** *** *****