Bassett Furniture Direct

I purchased a sofa and recliner from the Bassett store. Everything was fine when I first received them. However immediately the cushions on the sofa and recliner began to compress. I read the the information and "deep cushions will compress 1" in the first year" so when my cushions began compressing within weeks I called the store. They acknowledged there was a problem with the cushions when, within the first year they replaced my cushions 3 times.The cushions they replaced had compressed 1 7/8". The customer service person suggested replacing the foam with a firmer foam. I even said I would pay for that, but then she said they wouldn't/couldn't do it. Of course, when my 1 year warranty expired the store would do nothing more. Now I have a sofa and chair that look like they are 10 years old because the cushions are flat and the fabric is crushed at the corners of the cushions. Now I will have to find an upholsterer to replace the cushions with firmer foam.

I purchased a recliner from Bassett Funiture on Glenwood Ave in Raleigh NC. I was buying the recliner to match a sofa. They did not have a matching recliner in the store so I couldn't try it out but I was told the recliner would match. Matching was not the problem. It was the recliner. My husband could not get the chair to lean back all the way. I called the store. They sent out a repairman who said my husband was sitting in the chair wrong. My husband tried to sit in it correctly and the chair still wouldn't recline. I called the Bassett store again. This is what I was told by their customer service person, "if you wanted a real recliner you should have gone to Lazy Boy." So I am stuck with a recliner that does not recline.

On May 25, my wife and I purchased a 3-cushion sofa from Bassett. The salesman was pleasant, but distracted and handling several customers. They were running a 40% off sale, so the price was good. To get the sofa in the color and design we wanted, we were told it must be ordered and would be 5-8 weeks, but most likely 6. Full payment and $99 delivery paid up front in full. Salesman filled out form and we left happy. One month later, I called to check on status and told it would be 3 more weeks. On July 24, the sofa was delivered. However, it was the wrong color (copper instead of avocado) and had the wrong arms. I was advised by delivery people to keep the couch because "it was going to take a while to get a new one." I called customer service wanting to resolve this quickly. Not only did the manager act like he was doing me a favor by talking to me, he said it would be at least 5 more weeks and no rush. Also, he never apologized. And told me it was non-refundable, so I had no other option. When I spoke with the salesman, he was nice and the color mistake was due to him writing down the wrong code and he owned up to it. So, I'm still waiting on my couch and Bassett's had my money for 2 months. There was no offer of anything to make us happy or to ever want to shop there again! In this economy, $1000 for a couch is a lot. Bassett did nothing to earn their business.