Shopping for furniture is one of my most hated activities. I was never very good at interior design, and as usual suffer from the paradox of choice, which is why I was extremely happy the first time we walked into a Bassett furniture store. On our first visit we were shopping for a sofa. One of their designers welcomed us into the store and was extremely friendly and helpful. She showed us several options that could work for us and wasn’t pushy at all. While we did experience some sticker shock, we were impressed with the store and excited to learn that the furniture is made here in the US. In fact, we were so impressed we returned the same day to place an order for not one, but two sofas despite all negative reviews we read on Yelp.
30 days later…our furniture was delivered to our home. I don’t remember when was the last time I was excited about receiving furniture. I’m normally the type of guy that’s more excited about gadgets and electronics. Upon inspecting the sofas, we observed some strings coming out of the fabric, but they looked great and we considered that to be a minor defect. I called Bassett customer service and they sent someone to remedy the problem by trimming some of the excess fabric.
We were so happy with the sofas, within a few days we showed up at Bassett again (different branch this time). This time we needed a dining set. As we expected, we were greeted once again by a very friendly and talented designer / salesperson. She helped us pick out a dining set that would work in our space. And once again, we were hit by sticker shock. $1200 for a table, $250 for a simple chair, almost $500 for an upholstered chair. Wow. Certainly more than we had budgeted. But you get what you pay for, right? If Bassett is charging such high prices, they must be making high quality furniture…Right? So we decided to bite the bullet and place the order. “Oh, you need me to pay for it now? Sure, here’s my credit card” I said as I waived goodbye to another $3300 of our hard earned money.
A week later we returned to Bassett once again…this time to place an order for an ottoman. Not just any ottoman, a leather ottoman for $1300. “Top grain leather”, as our sales rep described it.
30 days later…the “big reveal”. No, it’s not the interior design service. It’s realizing that we bought poor quality furniture for top dollar. What started off as a great experience was now a total disaster.
Crushed table corner
Bassett knew about the crushed corner ahead of time and originally told me they are making a new one and this would just be a loaner. However, it has been over 2 months and I still haven’t received a new table. I’ve called customer service several times and keep getting lame excuses. Clearly they are refusing to replace the damaged table. It has been an absolute nightmare dealing with this company.
Poor quality leather
Scratch on leather
Here you can see the piece of leather that clearly shouldn’t have passed QA
Scuffs and nicks on chair
Cracked wood
Poor craftsmanship – missing stain color from where two wood pieces connect
More defects on wood
Additionally, two of the 4 chairs aren’t leveled. I’ve bought higher quality items at IKEA. How did these defects leave the factory unnoticed? How did it pass quality control? I could accept all this if we bought at an inexpensive furniture store, but when you pay top dollar for furniture you expect to get high quality. Apparently that is not the case with Bassett.
We were planning on purchasing additional items from Bassett but after this incident we have decided we will never be entering that store again.
I will continue to update this blog post as the story develops. In the meantime, I will not be shopping at Bassett again and I cannot recommend them to anyone.
33 replies on “Bassett Furniture Review – with too much compromise”
I am curious how your Bassett situation has turned out. Did they replace the table? I bought a bunch of furniture from them, but my problems have been different. There were fibres painted into the finish of a small coffee table, they sent out a guy to re-varnish it, and yes, it removed the fibres, but now the new varnish is not as consistent as the old, and I can see the wood seams. The round coffee table is stylish, but interestingly it comes close to the L couch in only two places, so my complaint is more toward the designer who thought it would be a good idea. The wool rug sheds constantly and there is lint all over the wood furniture. I just discovered that the not cheap coffee table was made in China (label underneath), and that must explain how easy it nicks. It really is just cheap laminated furniture, at least the wood stuff is.
Funny you ask. The table replacement finally came in today. Can't even remember how long it has been. 5 months at least. The new table has a dent in the corner. When I mentioned it to the delivery guy he immediately took out a pen and touched it up, but there's still clearly a dent in it. I wonder when / if I'll get it replaced again. I'm tired of having to stay home for their people to show up…
About your Wool rug, FWIW – those almost always shed. I got a really expensive one from Pottery Barn and it shed a lot too. Just make sure to vacuum it at least once a week and the shedding should gradually decrease…
Bassett makes sub-standard furniture; you think you are buying American made furniture when it is actually made in Vietnam. I have had nothing but trouble since this furniture was delivered, dining room set and living room set. Customer services and management sucks, big time.
It would be nice to get together for an attorney to take on class action litigation on this company. The furniture should be covered under a Lemon Law.
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Bassett sales manager Eddy says, "We want to make our customers happy"
Our experience? A complete waste of time and money!
Happy? I'm pissed off!
My only retribution, at this point, is to warn others NOT to shop at this store for anything!
WE WASTED OVER $4,000!
The so-called 'designer' we worked with did not come to our home…instead, she looked at pictures we provided and advised that we purchase a dining table/and chairs that ended up being too massive for our space. When I called to discuss this situation, Eddy and company basically said, "Unfortunately our designer couldn't come to your house to measure, and there's nothing we can do about it"
Hey Eddy, why do you have a designer? Isn't it to prevent these kinds of potential problems?
Wow! Hey Bassett, is this anyway to build or promote a business? Do you think I'd ever recommend your company to anyone I know?
The return policy sucks! Everything is a 'custom order'. Once they've got your money, you're screwed!
I regret ever walking into this store!
Bassett sales manager Eddy says, "We want to make our customers happy"
Our experience? A complete waste of time and money!
Happy? I'm pissed off!
My only retribution, at this point, is to warn others NOT to shop at this store for anything!
WE WASTED OVER $4,000!
The so-called 'designer' we worked with did not come to our home…instead, she looked at pictures we provided and advised that we purchase a dining table/and chairs that ended up being too massive for our space. When I called to discuss this situation, Eddy and company basically said, "Unfortunately our designer couldn't come to your house to measure, and there's nothing we can do about it"
Hey Eddy, why do you have a designer? Isn't it to prevent these kinds of potential problems?
Wow! Hey Bassett, is this anyway to build or promote a business? Do you think I'd ever recommend your company to anyone I know?
The return policy sucks! Everything is a 'custom order'. Once they've got your money, you're screwed!
I regret ever walking into this store!
I know I'm late to this discussion, but as a certified designer (who currently works at Bassett), I can assure you that in order to become a "designer" at Bassett and not just a salesperson, we have to go through VERY extensive training. The training mimics two full years of college (the same amount of credits needed for a BA in design) &is actually called "Bassett University". Whether or not we have a college degree, Bassett University is mandatory to become a design consultant. Make sure you ask for the persons business card, you will know if you’re working with a designer because the card will say "design consultant" rather than "sales consultant". In the training, we learn how to make house calls and how to determine who is a good candidate for home make overs. I honestly don’t have an excuse for the designer not going to your house, unless she was a sales consultant and not design consultant, as sales consultants are not allowed to make house calls. If that ever happens again, request another designer who can go to your house. Make it known that you will not purchase unless someone comes out to measure and make floor plans. I honestly push home make overs, because I want to make sure everything fits properly and to establish a relationship with the client.
As far as all the damages shown, I am truly sorry that happened! Each store has Customer Care Specialists who should’ve gotten all of that either repaired or replaced at no cost. It can take a while to get replacement items because the customer care specialists have to go through such an extensive process to request replacements, filling out service forms, getting pictures, sending in the pictures, etc. &then the replacement request goes to corporate and has to be approved. It can take up to 2months just to get approval to order a replacement, then we have to make the item, so unfortunately, it does take some time:( Iv’e only had a couple of deliveries where things showed up damaged, and it’s always frustrating. And I understand that. Service issues happen with every furniture company. Bassett is actually one of the only companies who repairs or replaces things at no cost (as long as it’s within warranty). If you are having trouble with your stores customer care specialists, ask to speak to the manager, and then the district manager, if absolutely necessary. We want our customers happy, trust me!! My store has done the craziest things to keep our customers happy, including sending out our store manager once a week to a customer’s house just to shave a sectional that started pilling!! Now THAT is customer service!!
To clear up one more thing, MOST of our furniture is made in the USA. We have 2 factories, one in NC, and another in Bassett VA. We often say "everything is made in the US" when we're discussing upholstered furniture. HOWEVER, some wooden pieces like nightstands, dressers,etc. are built over seas. Also, a lot of our rugs come straight from India where they are made by hand.
One last thing-ALL CUSTOM FURNITURE is "nonreturnable" no matter where you buy it. Some places accept a restocking fee under special circumstances, but for the most part, anything custom cannot be returned.. just like wedding dresses, cars, granite countertops, etc. So just please be aware of all of this before buying anything custom and make sure you read your terms and conditions backwards and forwards with your designer before you sign!!
My advice is to make sure you’re working with a designer who you really get along with, who you could be friends with! I am friends with almost all my clients and it makes the whole process so much more fun for the both of us! If you’re being treated like a business opportunity, ask to work with someone else!!
I hope this helped. I am truly sorry for the negative experiences you all had with Bassett. I hope I was able to clear some things up for you!
Yikes. I am 1 step away from buying a 3000 couch. Now I am scared
Well as compared to all previous posters' I made out pretty darn good money wise. Don't get me wrong though, I am Pissed that I paid any money for this piece of junk.
Although I bought this (small dresser and nightstand) second hand and only paid $25 for the two pieces I most certainly feel that i was ripped off. I saw the Bassett brand in the top drawer and assumed i was buying quality furniture. The pieces are vintage from the late 60's early 70's, that were painted yellow. I wanted to take it down to natural wood to possibly stain it, especially intended to stain the top.
The only real wood in these pieces is the drawer fronts and the facing frame for the dresser. all the rest is freaking particle board!
Unbelievable.
I feel sorry for anyone that paid any of their hard earned money for the junk that Bassett sells. I can't even imagine, I am this ticked off and I only spent $25, I feel for all you guys out there.
We were very close to purchasing an expensive leather sectional and recliner from Bassett when I decided to look at reviews and to make sure they were a quality company. OMG, I can't believe how many negative comments about Bassett furniture there are in the WWW. Way to numerous for me to feel comfortable about buying anything from this company. Does anyone have any comments about Arizona Leather?
We bought the Beckham sectional. It is two months old and looks horrible. Pilling like crazy. Do not buy this sofa, we spent a fortune on it and it looks like garbage already
We bought a Custom Classics Sectional for over $4000 and within two months it was pilling horribly. I have been in contact with the store multiple times and, to my dismay, they are saying pilling is "normal". I will never do business with this company again if the situation is not made right. We also have collapsed back cushions that look old and tired! So disappointed.
We bought a Custom Classics Sectional for over $4000 and within two months it was pilling horribly. I have been in contact with the store multiple times and, to my dismay, they are saying pilling is "normal". I will never do business with this company again if the situation is not made right. We also have collapsed back cushions that look old and tired! So disappointed.
I want to thank everyone for their reviews of Bassett Furniture I am about to or was about to purchase a $6,000 envelop sofa I was wondering if anybody out there has purchased the sofa it looks so comfortable and if I can find it somewhere else or something similar to it I would like to know how it is thank you ☺️
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Hi. I’m wondering which fabric was chosen for the Beckman sectional ? Was it the in store stock, which is light beige type color, the ones that are photographed and on the internet or was it a custom order fabric ?
About the Envelop Sectional……..
It's AWFUL! Expensive and uncomfortable. The envelop sectional looks amazing and cozy and feels wonderful in the showroom but it is uncomfortable, flat, and needs constant maintenance. We are TOTALLY disappointed about the $6800 cost of this piece of furniture. The seats are fairly narrow, the feather envelope "cushions" offer NO support and flatten out with one seating and slide off the base all to easily. We spend 15 minutes a day fluffing and re-positioning these under filled unsupportive bags of feathers. The fabric is thick and slightly coarse, I beieve it may soften with time and use. It is not as stain resistant as they claim. The only positive thing I have to say is that it looks beautiful in my wide open living room. It is the most uncomfortable couch I have owned. We will be gifting this giant couchzilla to our daughter and her big dogs and looking for a more traditional foam cushion type couch with chaise lounges.
About the Envelop Sectional……..
It's AWFUL! Expensive and uncomfortable. The envelop sectional looks amazing and cozy and feels wonderful in the showroom but it is uncomfortable, flat, and needs constant maintenance. We are TOTALLY disappointed about the $6800 cost of this piece of furniture. The seats are fairly narrow, the feather envelope "cushions" offer NO support and flatten out with one seating and slide off the base all to easily. We spend 15 minutes a day fluffing and re-positioning these under filled unsupportive bags of feathers. The fabric is thick and slightly coarse, I beieve it may soften with time and use. It is not as stain resistant as they claim. The only positive thing I have to say is that it looks beautiful in my wide open living room. It is the most uncomfortable couch I have owned. We will be gifting this giant couchzilla to our daughter and her big dogs and looking for a more traditional foam cushion type couch with chaise lounges.
I realize I am almost a year beyond your post. We bought the "Envelop" almost 2 years ago. Let me just say…if you want to spend your every day throughout the day fluffing super heavy pillows, get piled in the rear, legs and arms by the quills from the feathers and watch as your very expensive sectional begins to pull, don't purchase this sectional.
We are so truly disappointed by the low end quality.
We spent over 6K.
The bleeding from the feather was/is horrible! We had to contact Bassett to send a representative out to rewrap all the inserts in additional inserts to stop the bleeding. By then we have lost so much of the feathers on the more used pillows that they are misshapen and constantly need to be fluffed.
We are considering purchasing a new sectional after less than 2 years of use. It is heartbreaking.
I have called Bassett who want pictures …why not send someone out. But they want pictures so I guess I will send pics.
Not sure what I'll get for my time and effort. TWe are considering having these pillows refilled a bit in Hope's to get some of their shape back. Something we shouldn't have to do or spend our money on.
Nice post. Excellent information thanks for sharing article about Bassett Furniture Review. The wood is very good and quality comparing to other material.
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what a ridiculous comment! Do you just look for sites to complain about something? get a life!
We bought 2 custom sofas for $5000 and within the first year the deck area under the cushions tore. It was repaired under warranty. Within the 2nd year, two of the back cushions have pulled loose (the stitching just gave out) and there are noticeable holes. It's no longer under warranty. These are rarely used sofas in a formal living area. I've had $400 sofas get used and abused daily that lasted for 10 years with no problems. Bassett was a huge letdown. I'll never buy from them again. The price they charge certainly isn't for quality.
We have had the same exact situation…fabric pilling and cushions look like they are 20 years old! Even had a rep come out and tell me it's normal and brought a pilling tool…told me to "shave it" every now and then Best part….they have discontinued the fabric! I think we all know why…needed a replacement cushion (daughter's pup scratched it)….Very disappointed and now warranty is over. Better off buying from discount furniture stores and replacing every few years. 🙁
What fabric did you get on the sectional that had all of the pilling?
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