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:03/15/2023

  Type:Delivery 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 placed a furniture order for a sectional sofa. Upon delivery, was informed by staff the items were undeliverable due to access issues. The team took the sectional with them, so I do not have the furniture, but the store refuses to refund my money. As of right now, I am out $3k - so the store has both my sofa and my cash, which is stealing. I would like a full refund.

  Business Response

  Date: 03/27/2023

  Thank you for reaching out regarding your concerns.  Bassett offers complimentary in home design services. Our team offered to assist with measuring for this order, however services were refused and customer finalized the purchase. Please find attached copy of that communication. Though this service was refused, Bassett has in good faith finalized a resolution with the consumer.The itemThank youBassett Customer Care 

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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.

  Approx. 12+ months ago, in 2021, I ordered custom furniture, which was defective. At the time of delivery, I refused the delivery and informed Bassett of the issues with the furniture. Subsequently, I disputed the charge from my credit card and I worked with Basset and the Credit Card company and ultimately came to an agreement that I will not be responsible for the charge and was owed a refund for the full amount. Now (Feb 2023), management has changed and they are harassing me to pay the amount that was already disputed and concluded that I did not have to pay. They keep threatening collections on this matter that was already resolved. I do not have the furniture as it was defective and the prior manager said to just toss it instead of scheduling a pick up.

  Business Response

  Date: 03/27/2023

  Thank you for reaching out regarding this concern. The request to cancel the bed was made in October 2021, and was impacted by a personal/domestic concern being handled by the customer. The money was credited by the financing company however the merchandise was not surrendered to Bassett. Bassett was also advised by the consumer's partner who was involved in the personal/domestic concern that she would be keeping the bed. Bassett is unaware of the final disposition that was made on the bed between Mr. ********* and his spouse, however the items were not returned as requested in order to finalize the resolution. Credit was retained and possession of the merchandise retained by the consumer and is the reason for the balance due to Bassett.thank youBassett Customer Care 

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  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 do not accept the firm’s response, as the facts presented by the firm are completely inaccurate. The basis of the refund/dispute is based on a defective item, not a domestic concern.On delivery day, I noticed the bed was defective. Therefore, I refused the delivery, which is evident on the forms the firms has customer’s sign once the bed is delivered. The technicians refused to take the bed and left the bed in my possession. I immediately contacted the customer care department to get the bed picked up, but they insisted on attempting to get the bed remade to the standards that were originally designed for me. Shortly after, I disputed the transaction with my credit card company, so I did not have to make payments on a bed that may not be fixable. Basset did their own internal investigation, which lead them to conclude the bed could not be remade without seams as previously promised in the design stage. As a result, Bassett agreed I was owed a refund, but since the transaction was already disputed with the credit card, they would not double refund me the money and they closed the case. I did not hear from Bassett for almost a month.  I was in the process of moving, so I reached out to Bassett again to schedule a pickup and the manager let me know the situation was handled and no further action was needed.Now, 18 months later I am receiving demands to pay for the bed because of mishandled paper-work resulting from a previous manager. Within the time the manager informed me the situation was handled, and the first demand letter in March 2023, no other Bassett representative reached out to me with calls or notices regarding the case since it was closed.The firm’s response mentions a “partner/spouse” advising them to keep the bed, which is not accurate as I have been dealing with the Basset team personally the entire time. Additionally, I am the sole authorized user on the credit card and nobody other than myself has authorization to make any purchases or decisions. Regards,
  
  **** ******** 

  Business Response

  Date: 04/17/2023

  Bassett requires a return of the impacted item in order to process credit. The credit was processed and we have anticipated the return of the items for account reconciliation. Please stop into the local store to discuss the concerns with our management team as needed.Thank youBassett Customer Care 

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  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 items was rejected upon delivery due to it being defective and not what I ordered. There is no signature to accept item. Working with the store manager and district manager they could not provide what I ordered so I was due a full refund. The store manager said the item does not need to be picked up. Almost two years pass by and not one  representative from the store or corporate reached out to schedule a pick up because the store manager at that time stated it does not have to be picked up. All guidance was followed by the local store. Now 2 years later I have reached out to store  many times with no response back. I have called corporate as well and they have confirmed that the item was never accepted and should of never been left at my residence and further more the manager at that time does not work there and no one ever reached out to set up a pick up for this defective item for almost 2 years. Now I’m just getting harassed that I’m going to get put into collections and not one person from store knows anything any blames previous manager but say they can’t do anything
  Regards,
  
  **** ******** 

  Business Response

  Date: 04/21/2023

  Bassett Furniture has cancelled all collections effort in this matter and will be forwarded written confirmation and considers the disposal of the item final resolution  with the consumer.

  Customer Answer

  Date: 04/24/2023

  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,
  
  **** ********

• Initial Complaint

  Date:03/06/2023

  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.

  3/20/22 ordered 1 sofa & 1 loveseat ($2,960) from Bassett Furniture, **********, **. Delivery was made on 7/8/22. 1/16/23, the sofa cushion became detached from the back of the sofa. A phone call was made to Bassett Customer Care at ************ and all requested information was emailed to ********************************* the same day. A follow up email was sent on 1/26/23, 2/3/23, 3/3/23. Several phone calls were made to ************ (2/14/23, 2/27/23) along with calling the store directly ************ and speaking with ****. **** advised that she would accelerate our request, and someone will be calling us shortly. As of today, it has been 56 days since our 1st request for service, and we have yet to receive a call to schedule a repair. The furniture was paid off in full - September 2022.

  Business Response

  Date: 03/06/2023

  Thank you for reaching out regarding your concerns. We apologize for the delay in resolution. On March 3rd, Bassett has placed a replacement order to resolve the concerns. Our Customer Care team will be in touch to provide an update on status.thank youBassett Customer Care

  Customer Answer

  Date: 03/09/2023

   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:03/03/2023

  Type:Customer Service 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.

  February 11th, 2023. I visited Bassett Furniture Store in *** ****** ******** with a friend to look at the furniture. I purchased a sleep remote bed. The bed was delivered on ****** ** ** ** ******** ****. The delivery person came with an attitude Stating' He was not going to do my bed removal which I paid $299 for. So I had to call the company and ask for the salesperson ******. ****** then called his Boss which was *** . *** called me back asking me to put the delivery people on my phone. I put my phone on the speaker and he Called out a person's name but the delivery men refused to answer. Finally, I heard **** and someone said something to him. Then I hung up my phone then the two delivery men were speaking their native language, I asked the two men to please put my legs on the base of my bed one stated he did not want to do it, It was high enough. I finally told him I paid for this bed and I would like you guys to do as I please. They gave me a story they went on the truck and they could not find the legs that went on the bed. This company has given poor customer service and a rush job on my bed that is unacceptable. Finally, they brought in the legs after 20 mins or more bed felt unstable. They did not want to do what I asked them to do. Please just finish your work and leave. As they removed the bed they dragged my clothes down the steps knocked down boxes and broke my downstairs blinds on the door, I called the company back reported the behavior, and asked for instructions and a warranty. This company has had appointments to bring a warranty to show me how to work for my bed. Several times and never came through. I've spoken with ***** several times, **** has broken many appointments and *** the Floor manager has promised to refund me my deposit and delivery fee and send a booklet and warranty which I have seen no proof. I'm frustrated with the service and the unjust treatment. I would like a refund so they can have this bed. Poor customer service.

  Business Response

  Date: 03/06/2023

  I spoke with the store ownership and they said , an apology was made, delivery charge refunded and her warranty
  was mailed to her.Thank you.

  Customer Answer

  Date: 03/15/2023

  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.
  
   Regards,
  
  ******* ******* 
  I was told by *** that he would put everything in the mail as he has stated. The problem is as to this day I have not received anything. After all this trouble I have gone through with this company. I would think *** would call and follow up or certify this important paperwork! Please find out if anyone has cash the deposit ?  I have been more than enough kind and reasonable to this company and its workers. This is unacceptable and just down right disrespectful. I can take my money elsewhere where I'm respected. I feel like they are running my days out to where I can not return my purchase. Best,*******   Please come and pick up your product 

  Business Response

  Date: 03/16/2023

  Per store management, Ms. ******* agreed  with the Store Manager to accept a refund
  of the delivery charge and to be mailed the warranty card..I have the receipts where the delivery was made on 3/3 but I cannot get them to attach.  I can send over to the BBB email address.

  Customer Answer

  Date: 03/20/2023

  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.
  
  
  
  Regards,
  
  ******* *******  Good evening, I did speak with the store manager about excepting the warranty , and the deposit a few weeks ago. The problem is again they keep making promises they do not keep!!!! Please ask this company if they sent me anything?  was it certified or do they have a record? I have been trying to make things right with forgiveness since the day they delivered my bed, I have a phone record of over 12 calls too this establishment for over 2 weeks of promises. How many times have they reached out to me? I cant continue sitting back not saying anything when my money and credit is on the line, I also tried last week or more to make this right again and I have gotten no phone call back. I'm tired of being disrespected and bullied by these man when I'm the one they have wronged. This company has been nothing but problems from the day I had this bed delivered . I'm feeling dismissed about their ethical practices on how to treat their customers. I was dismissed when i asked the delivery guys where to put my bed and how high I wanted it. During removal they knocked down boxes and broke my downstairs blinds to pieces. I even took off several days to wait on their so called expert " **** ' that never showed over 4 times even on a holiday. It's always an excuse with them. Never any follow through.  They are not victims here I am. This  is unprofessional at its finest. If the shoe was on the same foot anyone would do the same and just be done with them. I hope they have saved all the phone calls and notes I have left and spoken about to *****, *** and even ***** from the ***** office that the woman employee claimed that was the general manager that was not. I'm tired of going back and fourth . They can come get this bed. This was supposed to be a great experience that has turned into a night mare from ****.

  Business Response

  Date: 03/31/2023

  In speaking with the store management the  customer agreed
  to a refund of delivery fee $262 which was refunded to her credit card 2/28 .She also requested a warranty card which was delivered to her 3/3
  - see the US Post office proof of delivery.I had sent these documents over previously.  Per the retailer, there is nothing else that needs to be done.Thank you.

  Customer Answer

  Date: 04/05/2023

  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,
  
  ******* ******* 
  I have not seen any letter from  this company. I'm for sure the delivery fee was not $260 odd dollars. He said check was issued now it's back on my credit card. I've called these people several times *****, *** and ***** from the **** **** ***** store that they Claimed was General Manager asking for my money back. These people are playing games. Why aren't they not talking about how many times I called the first day asking for them to come and get this bed and my dis satisfied service from this company and delivery drivers. This company keeps wanting to state what they have done to make things right! But why are they not talking about the Day1 , or the 6 calls on delivery day?  I've asked them several times by phone to come and get this bed and all they are doing is making time pass so the return policy expires. Please do not let these dis honest people get away with this bad conduct. I have never signed for anything or received any paperwork. Anyone could have this paperwork. I will be checking on my delivery fee through my bank statement and paperwork. I'm for sure it was at least $299.  These men are just Hustler's  for their commission. They should of came and got this bed like I asked instead of trying to make things better on their account. I've waited days and a month for satisfaction from them. They were supposed to send **** the professional that never showed up to do anything. They knew my bed was not set up right or centered.  They knew of the workers not wanting to complete my job and how I asked them to leave and they destroyed my home by knocking down boxes and tore 4 pieces of my back door blinds.  I would like to see my signature. I would like to see all their notes of my complaints they claim they took also of me being dissatisfied.

  Business Response

  Date: 05/03/2023

  The customer purchased her mattress from a liquidation company that was hired to conduct the store closing sale.  The merchandise she purchased  (mattress and adjustable base) was received by the customer and is in good working order. While the liquidation company has provided the customer with the requested warranty information and a refund of her delivery charges, the store manager for that company has reached out to the customer and is in the process of settling her issues directly with her.  

  Customer Answer

  Date: 05/10/2023

  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. I am not satisfied with the response of the bed being in perfect condition.  I called this company over 6 times the day my bed was delivered about the service and the professionalism . I asked them on the day of delivery that they should come get this bed. I explained how rude and disrespectful these men were and how they broke things in my home. How would they know that if the delivery people refused to do what I asked  them to do in the first place. The company was supposed to send some one out to come check my bed named **** who was a professional that knew more than anyone at the company. I waited twice for this young man to come that never showed up.  I was told he knew more about the bed than the delivery men. I complained on the day of delivery it was a unfinished job. I waited over several weeks for this agency/ business to call me back or follow up. No one never came to see if my bed was set up right or bring the paperwork that was needed. Every follow up call every check up call came from me. I explain to *** more than once about the return policy me chooses not to come get my bed and to make things right. I have text messages of returning my $2000 dollars. All he does is lie and make up excuses . They do not have the right to deny my request. My delivery job was not complete or forefield. If so why are we continuing going back and fourth to make things right.  This company needs to make things right. Give me half of my money back is fair especially since I did not get my bed inspected and what I asked for. I did not ask for my bed just to be laid out int middle of my floor.  *** thinks he can just yell and scream at people and be disrespectful to women. They need to follow their rules and policy. I asked them to come get this bed the first day and every conversation since. Do the right thing .
  
  Regards,
  
  ******* ******* 

  Business Response

  Date: 06/02/2023

  I spoke with ownership and below is their response:Bassett has accepted the
  customer request for a $ 2000 refund.  A release / refund form has been
  sent to the customer. A refund to her account will be issued upon her return of
  the form.Thank you!

• Initial Complaint

  Date:02/24/2023

  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.

  Purchased a Dining Room table in Nov. 2022. Upon delivery the table was damaged (large chip on apron under table). Photos were taken by delivery people and myself. Bassett contacted me a week later and said they were order me a new table. 4-5 weeks went by and Bassett contacted me to say they were sending a tech out with a new apron to see if they could fix the issue and if not they would order a new table. The tech was not available until Jan. 31. he came on the 31st with the new apron. It was not the same shade as the table (which he agreed would not look good). in addition, he said he would need to glue the apron on which also would not look good. He agreed we should get a new table. Since the 31st, I have talked to customer service at least once a week. they keep informing me they were contacting the store and that the store would reach out. For over a month, the store never contacted me. On 2/24, I finally spoke to someone at the store who said they could not help me, I needed to work with customer service. This situation has been going on for over 3 months and I am no closer to getting my new table. This is terrible service, I paid over $4000 for the table and it seems once they had my money they don't care, very unprofessional!

  Business Response

  Date: 03/06/2023

  Thank you for contacting Bassett Customer Care. A replacement was ordered to correct the concerns. We apologize for the delay an inconvenience as we work to resolve.thank youBassett Customer Care 

• Initial Complaint

  Date:02/02/2023

  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.

  I purchased a leather sofa in June/July of 2020. I contacted Bassett a number of times in Dec 2022, by phone, by email and I even visited the location I made the sofa purchase at. Each time I spoke with someone, I explain to them, I live alone and there's little of no wear to the sofa, however I feel it the sofa was poorly put together in the area of the removable pillow and that the company should have used a different type of material to prevent more damages. Upon visiting the showroom store, I noticed other items with the same problems. I paid over $2000 for this sofa. I am merely requesting that Bassett repair this defective area of the sofa at no cost to me.

  Business Response

  Date: 02/20/2023

  Thank you for contacting Bassett Customer Care. Upon review of the account, the item in question was purchased at a discounted price, floor sample clearance and delivered in June 2021. The item falls outside of a warranty period. We are able to provide parts as a courtesy at no charge and the contact information to a local service craftsman who may be able to assist and provide a quote for installation. Thank you Bassett Customer Care 

  Customer Answer

  Date: 02/21/2023

  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. This poor craftmanship on Bassett part since every items in the store currently has the problem. I paid over 2000 for 1 sofa. Bassett should correct the problem at the start to prevent this from happening. I challenge to take a  look at every item on their sales floor with the removable cushion and they can see it's something they need to correct  ******* ***** 

• Initial Complaint

  Date:01/22/2023

  Type:Billing 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 sofa on 1/20/23. Prior to the purchase, ***** ****** (salesperson) told me and my husband that opening a Bassett Credit account would save us 30% on our purchase. After the account was opened, I noticed that the 30% discount had not been applied to the total. ***** then informed me that the 30% discount was not applicable to us - only people who weren’t eligible for the first responders discount that I was receiving. I would not have opened an additional credit card if that incentive had not been offered. In addition, receiving my first responder discount negated the sale price of the sofa. To receive my “discount,” it had to be applied to the original item price. My credit score is very important to the small business my husband and I run. I have already closed the Bassett account, but would like the opening/closing removed from my credit history. I also hope the BBB will remind Bassett and their employees that ethical sales practices do not involve deception and blatant lies to ensnare customers, while further investigating these predatory practices.

  Business Response

  Date: 01/25/2023

  Thank you for sharing the details of your concerns. We apologize for the experience during your purchase. We have reviewed promo materials for our discounts and financing offers and confirmed both called out  the following " Discounts are not applicable to previous purchases and cannot be combined with other offers". The order was cancelled as requested.thank youBassett Customer Care

• Initial Complaint

  Date:12/16/2022

  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 was approved for a refund check for $499 and some tax from a ********* plan but never received a check. This was approved back in spring of 2022 and I was told it would take 30-45 days to get. Never got it. Called beginning on October to see why I hadn’t gotten it yet and was told they would cut it directly to me and I’d receive it in 30-45 days. Here we are at the 45 day mark and still no check. I called two weeks ago and nobody got back to me. I called last week and left a message with **** and **** ***** and haven’t heard back from anyone. I’ve left two voicemails this morning with **** and *****.

  Business Response

  Date: 12/16/2022

  Thank you for contacting Bassett Customer Care. Bassett Furniture has mailed the check to the updated address provided: *** **** *****  *** *****
  ***** ****** **
  ****** Payment was mailed on 12/6/22. check # ****thank youBassett Customer Care  

  Customer Answer

  Date: 01/03/2023

  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:12/02/2022

  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 Furniture - Wrong cushions delivered for my new sectional and broken leg on the sectional
  At the beginning of 2022 I ordered a sectional couch for my home from Bassett Furniture ******** *** *********** ** *****. We paid over $5,000. for the sectional and love seat. It took 5 months to receive my furniture, I understand supply chain issues but when it arrived the sectional leg was broken, and three of the cushions were not what I ordered for the sectional.I immediately notified the customer service of Bassett and a claim was filed on my behlaf. The customer service of Bassett is a nightmare as their excuse is we can't see each others files ??? **** *** ***** **** *** *** ***** *** ***** ********* It is now December 2022 and while the leg was repaired( 3 months after delivery) I still do not have the correct cushions for the sectional. A new set was delivered to a warehouse in a abandoned part of *********** and I had to pick them up as the store on ******** road says that they no longer receive parts etc. They were the wrong cushions - saga continues.
  I have been in the store face to face, emails exchanged, on the phone to their customer service people who are rude ... and tried again and again to receive help for my cusions. I am always told there is nothing we can do; we will check with the factory, we will check with the warehouse. When you ask what factory, what warehouse you receive no response.
  I really do not know what else to do except file a complaint with the Better Business or a small claims court filing and hit social media as much as possible. Today I was told that the customer service have no way of knowing if my claim has been processed at all. It seems that the whole company is under new executive leadership and has gone through a shift in policies and process. They have left their employees without resources to aid the customers! How can this filing help me receive my cushions?

  Business Response

  Date: 12/14/2022

  We apologize for the delay and inconvenience experienced. Our local store manager has been in touch and conducted a home visit for resolution of concerns.Thank youBassett Customer Service 

• Initial Complaint

  Date:12/02/2022

  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 sofa sectional from Bassett Furniture in ******** ** on 08/20/2022. It was delivered on October 12, 2022. The price was $6565.00, which reflects a 30% sale price. When delivered, the seat and back cushions were puckered and looked poorly made/cheap. None of the sectionals in the showroom looked like this. I checked discount furniture stores (***** ** *** ****** *********) and their sectional cushions weren’t puckered. I have purchased furniture for various homes for more than 45 years and I have never encountered such poor quality furniture. A technician came to my home on October 19th to resolve the stains on the sectional, fix a drawer on a sofa end table that was stuck, and to look at the cushions. He said the cushions couldn’t be fixed - the problem was with the way they were sewn. I complained to Bassett Customer Care and they ordered new cushions. They subsequently took the sofa back for repairs/replacement cushions on November 30, 2022, since the cushions had arrived in their warehouse. The sofa sectional was redelivered to my home this morning (December 2, 2022) and looks worse than the first time it was delivered. The quality of the sofa sectional is completely unacceptable and there appears to be no quality control at the factory where the sofa was manufactured. I am including photos to show how puckered the cushions are and how horrible this sofa looks in my home. I will not accept a replacement if it’s going to look like this - I will either request another type of sectional, a sofa and loveseat set, or a refund. If a replacement, I will not pay any additional money to this company. My preference is a refund, since I have lost confidence in Bassett Furniture. I am retired, on a fixed income, and have numerous health issues - I can’t go through this again.

  Business Response

  Date: 12/13/2022

  Bassett has picked up the merchandise on 12/08/22 as requested for a refund.

  Customer Answer

  Date: 12/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, with the following caveats:1)  the refund includes applicable taxes,2) the refund includes the Guardian plan I purchased.  I purchased this plan to ensure the sectional would be covered for spills, stains, etc.  Since I no longer have the sectional, this additional cost should be refunded to me.  When I purchase another sectional from another furniture store, I will have to purchase a new Guardian plan, so a refund from Bassett for this plan is in order.Please note that as of December 13, 2022, I HAVE NOT received a refund.  I want Bassett Furniture to know that they ruined my Thanksgiving and Christmas, since I couldn’t invite family or friends to my home.  This was devastating for me.I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******