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.

  22850 Hawthorne Blvd Torrance, CA 90505-3616

• 

  Bassett Furniture Industries, Inc.

  840 Ernest W Barrett Pkwy NW Ste 320 Kennesaw, GA 30144-4806

• 

  Bassett Home Furnishings

  2970 John Hawkins Pkwy Hoover, AL 35244-1087

• 

  Bassett Home Furnishings

  5929 Britton Pkwy Dublin, OH 43016-1291

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:09/23/2022

  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 ordered over $15,000 in furniture from Bassett Furniture ************ ** back in April 2022. I was told that my items should arrive by June. When July rolled around and I hadn’t received any update or notification about my order, I reached out to Bassett to learn that the majority of my items were still not available.
  As the items started to trickle into the warehouse later that month and Aug, I was contacted by the delivery team to set up delivery. I politely declined because I was adamant that I wanted everything delivered at once. I work two jobs and it is difficult to find days off that I can sit around for hours waiting for a delivery.
  I finally received a call that everything was ready so I set up delivery on my day off of work (Sept. 21st). As soon as the delivery team left my home, I noticed that I was missing my coffee table. I immediately called Bassett and that is how I found out that the table wasn't coming and needed to be reordered. Furthermore, two of the items I received were damaged (white couch pillow has a brown stain on it and the leather ottoman has an obvious indentation with scratches). Furthermore, the quality of many of the items are disappointing considering how long I waited for them and the cost. The two side tables in the living room wobble when they are touched with a single finger and the drawers of the bedroom dresser feel stiff and awkward to open.
  I ultimately was informed by the store that the missing table will arrive sometime in Oct. Additionally, I was offered a $500 credit and was told that I could schedule someone on my day off to come look at the damaged items that were delivered.
  This is going to turn into multiple visits that I have to schedule with Bassett. Again, I work two jobs and do not have the time or schedule availability to be doing this. The purpose of ordering “high quality” $15,000 furniture and asking for a single delivery was to avoid this.
  I just want the items to be returned without cost to me.

  Business Response

  Date: 09/27/2022

  We apologize for the concerns experienced during the fulfillment of your order. Bassett will provide a cancellation/refund of the impacted  cocktail table  and the matching end tables based on the delay. Bassett will provide a craftsman visit to assess the additional concerns on the account. Please finalize a visit at your convenience with the craftsman or customer care and we will continue to work to resolve .thank youBassett Customer Care 

  Customer Answer

  Date: 09/28/2022

  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. Why do I need to make arrangements for a craftsman to come look at the brown stained pillow?  This is a complete lack of respect for my time. The missing table, replacement pillow and ottoman should be brought to me in one final delivery.
  
  Regards,
  
  ********* *******

  Business Response

  Date: 10/05/2022

  Bassett has been in touch with Mrs. ******* to discuss next steps. Bassett has offered a cancellation on the cocktail table and matching end tables. This means the order pending for the cocktail would be cancelled and the end tables picked up from Mrs. *******'s home  and a refund processed. Should Mrs. ******* decide to keep the end tables and accept delivery of the replacement Bassett will provide a 30% discount on the price paid for the cocktail table for the concerns experienced. Mrs. ******* has advised that based on her work schedule she is unavailable for a technicians visit, Bassett has confirmed we will process an exchange of the ottoman with concerns and a replacement cover for the impacted casing. At this time we are awaiting a response from Mrs. ******* on the decision on a discount of the table OR if she prefers to cancel the tables and return them for a refund. Our customer service team will be following up to confirm a decision from Mrs. ******* after she has a chance to review .thank youBassett Customer Care 

• Initial Complaint

  Date:08/17/2022

  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.

  I purchased a set of patio furniture (floor model) for over $7,000.00 on April 2, 2021. When the furniture was delivered on May 22, 2021, it had clearly been “used” while awaiting delivery in their warehouse - the cushions were dirty and stained, there were bottle/can marks on the wood, and there was a gelatinous, sticky substance on the wood. I documented the damage and sent photos and an email to the store. I was told that the cushions would be replaced and that the store would send someone out to clean the wood. It has been 15+ months, and none of this has occurred. I have followed up in person, via email, and via phone, and neither the local store nor their corporate headquarters has offered a remedy for the damaged furniture I received - I’ve been asked to re-send photos, told that the cushions are “in order”, and today I was told that the store would only reorder 4 cushions (out of 5 that were dirty) and if I wanted more than that, they would charge me for it - despite the fact that when I received the furniture it was not in the condition it had been when I purchased it. I believe the store is attempting to “wait me out” in the hopes of not having to replace anything or provide a refund.

  Business Response

  Date: 08/29/2022

  Thank you for reaching out regarding the concerns. Our management and Customer care team will be in touch to discuss a resolution. Thank you Bassett Customer Care 

  Customer Answer

  Date: 09/13/2022

  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 out at military training since 28 August.What the store has offered me is exactly what they have been claiming they have done since May of 2021 - the message I received from the store is that they put the cushion casings on order on 29 August and that they generally take 3-4 weeks.This is no different than the message I’ve received multiple times from this business for the past 16 months. This continues to be a wholly unsatisfactory response to their failure to uphold the terms of the original sale in April 2021.Please advise.Regards,
  
  ****** ********

  Business Response

  Date: 10/05/2022

  Bassett  reorder all the casings for your outdoor pieces, and these will be ready mid to late October. We apologize for the delay in the reorder as there was some disconnect regarding what casings were needed and the items being purchased as is. We do have all that information cleared and the covers were ordered. The current  delay does stem from these being ordered at the end of August. The total amount paid for cushions on the order was $1382.50 . Bassett will provide a $500 in store credit on the account. We will continue to keep you updated on the replacement casings. thank you Bassett Customer Care 

• Initial Complaint

  Date:08/15/2022

  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.

  There are multiple issues that I have with Bassett. The first issue details are as follows: I purchased a custom sofa in-store on Apr 25, 2022. Order # ***********. I was guaranteed that the order would arrive between 10-12 weeks. 10 weeks later, I contacted customer service to see what the status was since I hadn't received a notification. They told me that they were just waiting on 2 pieces to arrive, but they would be in shortly. Weeks later, I hadn't heard anything so I tried reaching out to the original designer that I had purchased from. She told me that only 1 piece was missing, but again, it would be in soon. Weeks later, I still hadn't received notification on what was going on with my couch. After multiple calls and emails with customer service, I found out that the 2 pieces that were missing WEREN'T ON THE PURCHASE ORDER! I fully paid for the couch, and it is clear on my receipt that those items had been purchased. If I hadn't followed up about my order, this issue would've never crossed anybody's mind. They still haven't resolved the issue and offered to give me used pieces on loan, which is ridiculous. I want them to cancel my order and give me a full refund for the furniture due to their negligence and fraud that they've committed.
  
  The second issue is with a console table that they delivered damaged, tried to fix which ultimately damaged it further, and then attempted to deliver a second console that was even worse than the first delivered. They have not scheduled a time to pick up the piece so I can get a full refund, and won't followup with the necessary departments to ensure that it's picked up soon.

  Business Response

  Date: 08/29/2022

  Thank you for reaching out regarding the concerns. Our management team has discussed the account and finalized a discount for the delay and inconvenience with the customer  and is working to fulfill the order as quickly as possible .Thank youBassett Customer Care 

  Customer Answer

  Date: 08/29/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* **** ****

• Initial Complaint

  Date:08/01/2022

  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.

  On 6/17/22, my fiance and I went into the Bassett Furniture in ******* to purchase some items off the floor prior to them closing the store. We strolled around the floor and found a few items that caught our eye. We ultimately decided to purchase a sofa, 4 pillows, 1 rug, and 1 Maris recliner chair. Upon discussing w/ the sales associate, ***** *****, we were told that items could either be delivered at a $199 charge or we could pick them up prior to the closing date of 7/10/22. Since we were remodeling our house, we opted to pick them up on 7/10/22. We were contacted by the local sales associate that the store has sold out of all the furniture and scheduled a specific time to pick up our furniture. Upon arrival on the morning of 7/10/22, I immediately noticed that the recliner was not there for pick up (with the rest of the store empty). The same sales associate apologized profusely and told me that the item had been mismarked and sent on the delivery truck down to a different customer in ******** ****. My fiance asked specifically about the condition of the item to ensure it was of the same quality when we had picked out and purchased the item (which was pristine). Upon multiple delays, the item finally arrived on 7/14/22. However, upon arrival, it was clearly not fully covered, wrapped, or boxed. Upon inspection, we immediately noticed multiple defects to the item, most notably the wobble in the chair and the large gash mark on the front right of the arm. My fiance contacted Bassett directly and immediately to discuss a potential resolution. Bassett sent out a local technician which advised us that the mechanism beneath the chair was broken and he could not fix it. It has been 3 weeks with no resolution to our chair.

  Business Response

  Date: 08/15/2022

  Thank you for sharing the details of the concerns. Bassett Furniture will be replacing the damaged chair for Mr. ***. Thank you for your continued patience as we work to resolve.Bassett Customer Care

  Customer Answer

  Date: 08/16/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:07/16/2022

  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.

  Timeline
  
  Date Purchased in ********: 10/31/20
  Date Delivered from Bassett to *******: 12/18/20
  Date we moved to ******* and first used the sofa: 1/2/21
  Date problem with Magnificent Motion first reported to Bassett Customer Service: 1/18/21
  Date reporting problem 2nd time to Bassett Customer Service: 2/9/21
  Date reporting problem to Bassett Design Consultant 3rd time as directed by Bassett Warranty Department: 2/9/21
  Date email sent to ***************************** & ****************************: 2/9/21
  Date reporting problem 4th time to Bassett Design Consultant: 3/10/21
  Date I followed up about Core replacements: 3/22/21
  Date followed up with *****************************, ****************************, and **************************** about Core replacement: 5/6/21
  Date I reported same problem with motion sofa and NEW resulting damage to sofa from first issue to Bassett Customer Service: 5/16/22
  Date Bassett Furniture Repairman ******* ******** assessed sofa damage and original issue: 5/23/22
  Date follow up regarding repair and original problem with Bassett Customer Service: 6/6/22
  Date I sent request for repair and original problem to *****************************, ***************************** ***************************** *** *********************************: 6/8/22
  
  Problem
  
  I purchased two (2) sofas from Bassett. A Magnificent Motion Sofa (now rebranded as BenchMade Motion) and Studio Sofa for $3,299 and $2,179 respectively for a total of $6,074.39. The Magnificent Motion Sofa has been problematic since day one. When we fully recline and return to the upright position the seat cushion binds (gets caught) in the foot rest mechanism. We’ve tried every remedy Bassett suggested including replace the Cores (seat cushions) with their firmest and most uncomfortable cushion and it hasn’t fixed the issue. A piece of the motion sofa frame broke as a result of this binding, and it has gone un-repaired. It’s now been 17 months.

  Business Response

  Date: 07/25/2022

  Thank you for contacting Bassett regarding the concerns. Bassett's management team is in touch regarding a resolution . thank youBassett Customer Care