Bassett Furniture Industries, Inc.

Review: I just want to express what a painful experience this has been working with your team in [redacted]. I order a table and chairs 2+ months ago and the communication to this point as been excruciating. First, [redacted] obviously didn't have any training and did a bait and switch on me. He claimed I would get a certain price plus apply a coupon I had and it was false. Second, he communicated that he would contact me throughout the process to update me on timing, delivery, etc. and did not. I have had to make 4 separate calls this week. Finally, and the worst, I have an invoice that says PAID IN FULL and when I left the store was communicated that I was all paid, because I specifically requested it so I didn’t have to deal with balances, and yet this week I am getting threatening phone calls that my furniture will not be delivered because of my balance. So of course I was forced to pay this since I have been waiting for a table (NOT CUSTOM) for over 2 months.

I get the scam, I get the intimidation, but I will not do business again with your team. In the past 2 months I have spent $30,000 on furniture and such for my new home and still have 3 more rooms to go. You obviously don’t want my business, and now I see why your showroom is always empty when I go.

On top of this your staff is uneducated and untrained. Something that is not acceptable when you are selling furniture that is not by any means discount.Desired Settlement: Refund - I deserve a partial refund due to illegal sales practices.

Business

Response:

Below is the letter drafted from the store manager, [redacted]r.

This is in response to the complaint

from our customer Keri [redacted] regarding her dining furniture purchased from our [redacted] store on September 7, 2014.

While it is unfortunate that Ms.

[redacted] was not satisfied with her experience working with our team in [redacted] her statements made to you in her complaint were not entirely

factual. Ms. [redacted] made her purchase in our store on September 07, 2014.

She was contacted by our delivery department on October 6, 2014, which was one

month after her purchase date, to inform her that her order was complete and

ready for delivery. At that time she was also informed that there was a

balance due of $369.51. Ms. [redacted] disputed the balance due and at that

time questioned whether or not she had received the correct pricing. Our

Customer Care Specialist explained the balance due and detailed how the $100.00

coupon had been applied and credited toward her purchase. At the time of

her purchase, we were offering 30% off retail price plus $100 coupon credit

toward one item. The dining table which she purchased retails for

$2149.00, the 30% off retail price was $1499. Once the $100 coupon was

applied, Ms. [redacted] paid $1399 for the table which is reflected on her order.

She informed us that she had an

invoice reflecting a zero balance and marked “Paid in Full”. We asked her

to produce that invoice, which she failed to do. The documentation we had

showed a balance due of $369.51. We also informed her that we would not

be able to schedule delivery until the balance was paid in full. Even

though we still had not received payment, we tentatively scheduled her order

for delivery on October 25, 2014. We made numerous attempts to reach her,

and left messages stating that we were trying to reach her in order to

facilitate scheduling delivery. We were only able to leave voice

messages. She responded by leaving voice messages for us when the store was

closed. On October 22, 2014, after not producing her supporting

documentation, Ms. [redacted] paid the balance due. Subsequently, the

furniture was delivered on October 25, 2014 – 48 days from her order

date. We were prepared to schedule delivery of her furniture when she was

called on October 6, 2014, and any delay was created by her erroneous dispute

of the balance due.

Should it be required, please note

that we have supporting documentation of the date of purchase, pricing,

payments made, contact regarding scheduled delivery date, and actual delivery

date.

If I can be of any further help, or

provide any further information regarding this matter, please contact me.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Lets talk about not factual. [redacted] Did NOT contact me once and I have the phone records or lack of to prove it. Second...."failed to produce" is a flat out lie since they never asked. Third... they claim they applied a 100 credit which is also false since it is not on the invoice receipt or email. Again I have proof. And finally "numerous" messages is not valid when they failed to honor my best time and method to contact. In fact I had to leave several Messages for them asking to call me to explain the situation. I work a real job of 80 hours a week... not a desk clerk who has nothing better to do than lie.

On top of this the lack of knowledge and professionalism was unprecedented.

I have no choice but to dispute the charge and begin small claims court since they do not want to honor their contract word or customer service.

Regards,

Review: Bassett Furniture promises "30 days from order to delivery" for their custom furniture via their website and via purchases/orders made through local stores. Yet it will be 82 days before (if) I receive my furniture. Bassett refuses to provide specific information on why the furniture was not delivered as per their promise. Their advertising is deceptive if not an out right lie. Their customer service is evasive, laying blame on the store it was ordered from vs. from Basset itself as the builder and the company stating a 30 day promise to delivery.Desired Settlement: Basset failed to live up to its advertised promise of 30 days, not by 14 days, not by 21, not by 28 - by over 50 days. Basset was happy to take my money (nonrefundable deposit), but refused to live up to or acknowledge it's promise, nor provide any recourse for it's failure to fulfill it's promise. Bassett needs to remove it's deceptive advertising, and reimburse it's customers for each day beyond it's 30 days promise that an order is not delivered. 1-2 weeks is an acceptable delay, not 7.

Business

Response:

We are very sorry that Ms. [redacted] order was delayed in shipping. The reason for the delay is we were out of stock on the chairs and this was communicated to the retailer. I understand the furniture has been delivered and Ms. [redacted] is pleased with the product.As with many companies that advertise a certain time-frame for a service or product to be complete, we offer no guarantees on our web-site or in the store. However, we do value Ms. [redacted]s business and would love to keep her as a customer of not only the local retailer but of Bassett Furniture. We would be happy to offer an in-store credit for other Bassett product if this would be acceptable.Again, I do apologize for the delay in delivery and look forward to hearing from Ms. [redacted].Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: On 11/14/14, I purchased a white Bassett Bronson Sectional Couch and furniture protection plan from [redacted] Furniture ([redacted], ###-###-####). In early January 2015, a discoloration (dingy gray) developed in two of the sections, markings on a third (grandkids but covered by the protection plan) and a motor going out on a third (irritating grinding noise). I notified [redacted], Manager of [redacted], about all of these issues.

A month later on 02/09/15, a technician ([redacted]) showed up to only assess the motor. He refused to assess the other issues. On 02/27/15, he came back not to repair the motor but to assess the other issues. He attempted to convince me that the discolorations were dye transfer from wearing jeans and the repairs would not be covered by store warranty. I assured him that I did not wear jeans and the clothes I did wear had been washed multiple times and dye transfer was not possible. He then attempted to convince me the discolorations were from body heat. I pointed out that if either scenario could possibly be correct the discolorations would be splotchy not the uniform discoloration he was observing.

On 03/19/15, two and one-half months after the initial complaint the motor was replaced. I am into the sixth month and the other defects have not been corrected.

I have spoken many times with the manager about these complaints, the last time in person. [redacted]’s position is, “We have done our part.” I am unclear as to this form of logic since to this date the repairs are incomplete.

I have spoken with Bassett Consumer Affairs (###-###-####) multiple times. I was told that the parts were on order from some unnamed foreign country. I subsequently asked the [redacted] Manager how long it would take to get a Bronson sectional if the store needed one. His reply was four weeks. I am perplexed that an entire Bronson sectional could be obtained in four weeks but materials for repairs could take such an inordinate amount of time. We have been given multiple ETAs by Bassett but still no confirmation for repairs.

In addition, the repair order seems incomplete. We informed the technical assessor that there were two sectionals discolored and a third with markings. The way I read the repair order there is only one sectional discolored and one with markings.

I am now into the sixth month since the initial complaint and still no expected or confirmed date of repairs. Can you help me?Desired Settlement: Completion of all repairs in a timely matter.

Business

Response:

Hello,Below is the response from the owner of the retail store. We have been very aware of Mr. [redacted]’s complaint. We have been working to get

the problem resolved. We did get the repair parts in last week for some of his

repairs. We have [redacted] Furniture scheduled to make the repairs tomorrow 6/25/15.

His motor was replaced by our staff back in March. There were two different claims

for his furniture repairs. We received one claim and the repair parts were

order to fulfill the parts needed for his repairs. We never received the claim

on the second repairs and therefore repair parts were never ordered. In order

to resolve this service issue, we replaced these three items, that were on the

second claim yesterday 6/23/15, with stock we had on hand. They were

#[redacted] Chair, [redacted] Console and a [redacted] Armless Chair.

Hopefully, after [redacted] Furniture makes the repairs tomorrow, Mr. [redacted]’s

repair issue will be satisfied. Please let me know if you need anything else.Sincerely,[redacted]

Consumer

Response:

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

Regards,

Review: CEO

Bassett [redacted] 10 January 2015

Dear CEO:

On your attached mailing label, you referred to me as your valued customer. I would say, you have an odd way to treat one. More like an abandoned, mismanaged, discarded, jilted, ignored, blown off or unvalued customer.

Years ago I purchased a reclining chair from your Bassett, [redacted] store, the Elway 7. I bought it for my wife, and it was more expensive than any chair I had ever bought. In normal use, your reclining mechanism broke, so I returned with your receipt to the [redacted] store shortly, after you closed the [redacted] one. I explained what happened, noting that it was within warrantee.

Your manager dismissed my claim for assistance and repair. All I wanted was a simple part. Your manager said that, since I purchased your chair on discount, there was no warrantee. You wouldn’t stand by your product warrantee!

Since then, I have never set foot, nor has my family, in a Bassett store, and mutter unpleasant words, when passing one. My wife fumes at your name.

Luckily, I was able to disassemble your broken reclining mechanism, size up channel steel from a hardware store, and make a sufficient repair myself.

The next most expensive recliner I purchased from our [redacted], local store, [redacted], and I have been satisfied with its function.

Please remove my name, and your faux greetings, valued customer, I am not, from your customer mailing list, as your label is attached.

Sincerely,

your mismanaged customer, [redacted]Desired Settlement: Your [redacted] managers, at the time of purchase, had an extremely poor attitude!

To them, it may have been a small purchase.

I can assure it wasn't to us.

Your apology would be appreciated. I am unsure I would use them, but discount coupons might get us back to your [redacted] store. I wouldn't make a promise, after they arrogance and time lost

over a relatively simple repair, that any reasonable repair person with store bought, hardware, might make.

Business

Response:

Hi,Below is from the store manager:Re: Customer

ID # [redacted]

The customer purchased the recliner

4/15/06. The product was a floor sample on clearance and client was advised

floor samples/clearance are sold as is at time of purchase. These items are not

eligible for any protection plan, repair, return or service. Our customers sign

a terms of sale with every purchase and this is stated on the terms and

conditions of sale.

I have not spoken to the customer and was not

aware of any issue. I take pride in

servicing my clients and handling their needs. Sincerely, [redacted] Store

Manger

Review: On April 25, 2015, I received a brand new Bassett sofa purchased through [redacted] of [redacted] for $1,336.75 minus $135 delivery fee as a gift from my sister who is a [redacted] member. I loved the sofa and it was perfect in my home decor, however my experience has been less than acceptable since receiving it. I'm writing to you to express my dissatisfaction with the product I received in hopes that you will assist me in promptly remedying the situation. I discovered through normal daily use that the fabric, a sofa-grade chenille, is prone to staining. In the ensuing weeks since delivery, it became obvious that the upholstery showed pronounced signs of staining through regular, normal use although no food or drinks had been consumed or spilled on it. My sister and I contacted [redacted] on June 6, 2015 to make them aware of this problem. After many weeks of back and forth correspondence with [redacted], a third-party furniture technician from [redacted] inspected the couch on July 21, 2015 and confirmed in a report to [redacted] that something was in fact wrong with the fabric and the staining would continue. After several more weeks of communication, I was told that their Bassett representative was refusing to work with me to rectify the situation in a manner satisfactory to me and further added insult to injury by insinuating that this was my fault. I feel that I have been given poor customer service and that Bassett no longer stands behind the quality of its once highly regarded products. While I have the money to have the sofa professionally cleaned myself, the issue would not be resolved with a simple cleaning. The larger issue is that the fabric is prone to staining (confirmed by a 3rd party furniture specialist) and even after cleaning, it will prolifically gather stains as it has since its arrival.Desired Settlement: My ideal outcome is to:1. Exchange my sofa for one with a more durable fabric OR 2. Have Bassett reupholster my sofa in a more durable fabric OR 3. Refund the cost of the sofa to me in full, so I may purchase from a different retailer.

Business

Response:

In speaking with the retailer, they have stated this has been resolved with the consumer.thanks!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: Early January 2013, we purchased 4 pieces of furniture from Bassett Furniture, 111 Highlands Blvd, Manchester,MO 6301###-###-####. We were told it would be delivered within 30 days. It was delivered six to 8 weeks later. My first words before even looking at the furniture was, I do not want anything made in China. The sales asst, [redacted], said all their furniture was MADE in the "Carolinas". When we picked out furniture, [redacted] explained the warranties to us. 10 years on everything, 5 years on the cushions. Well after getting the furniture and seeing a few flaws in the leather pieces, we mentioned this to her, when we came into the store about the cushion on the red chair. [redacted] said that all leather has flaws. This one was a round hole, like something was coming thru it bus hasn't yet. She said that if we were still dissatisfied at the end of the one year warranty that we could have it serviced. ONe Year, she told us it was 10 years. After reading the warranty info which we were not given until we were walking out the door of the store, after purchasing the material, she was correct. But she sold the furniture as having a 10 year warranty, and that included the materials. Two major complaints, fraud in saying that all the furniture was made in Carolinas, the two recliiners were MADE IN CHINA. The red chair and ottoman in California. I would never have bought furniture Made in China. We spent alot of money on this furniture because we thought we were getting quality and products Made in America. The one recliner had no tag, the second had a tag that clearly said MADE IN CHINA. The day after we made our purchase, we wanted to decrease the order. [redacted] said it was already in the system and that she could not do that unless there was a 33% charge. By law a contract can be changed within 3 business days We would like part of our money back on the recliners, at least 1/2 of the amount since I would have paid 1/2 to 3/4 less for a product similar to this in other furniture stores, such as [redacted] furniture, if they were Made in China. There is nothing we can do about decreasing the order as the 3 business working days call for in a contract. As for the leather warranty and material warranty on the other pieces, I want Bassett to honor this for the 10 years we were told about when we ordered the furniture. The other complaints about time delivery etc are of less consequence than the above two complaints mentioned. .Desired Settlement: We would like a refund of 3/4 to 1/2 of the two recliner pieces which would equal $2370.00 pr $1589.00 We would like the full 10 year warranty on all pieces on all parts and on all material, and 5 years on cushions as was told us at ordering time by [redacted].

Business

Response:

Below is what the store manger stated: This client did want to cancel a chair that was already in production and then called after receiving it to tell us it was too firm. We switched out the core on March 9th at no charge to accommodate her and that was it. There was never any discussion over warranty and manufacturing location. A few weeks ago, Mrs. [redacted] called us and asked for [redacted]. When we informed her she had moved and was no longer with us, she was upset and told us she should have been notified of her departure. There was no open sales order at the time and there was no reason for [redacted] to call her before she moved. [redacted] was with us for three years and left on good terms. Not to mention, I was in the design studio and helped [redacted] when they purchased.

Consumer

Response:

Bassett did not even address the issue but something else entirely. They mentioned the red chair. The complaint was not about the red chair. The complaint no where mentioned that I was unhappy with the departure of [redacted]. Why would I be? Bassett needs to reread the complain letter I sent them along with the Revdex.com complaint. The complaints were about the two leather recliners and them being Made in China, the other was the warranty that was suppose to be 10 years on all exccept for the cushions which was suppose to be 5 years. Please Have Bassett read the complaint again. Sincerely [redacted]

Business

Response:

Bassett did offer a 50% discount on both recliners but we are not willing to extend any warranty to 10 years. I understand from the store manager that Ms. [redacted] indicated her husband wanted to retun all the furniture since Bassett would not extend the warranty.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,[redacted]