Bassett Furniture — Attraction in Fife

Really sad to post this review, but the customer service is 100% non-existent. We spent close to $10k on a new bedroom set and dining chairs at the beginning of December. We were told by our sales associate that everything is in stock and it will be here before Christmas. A few days before Christmas I hadn’t heard anything, so I called to follow up. A gentleman took my call and informed me that the dresser was back ordered, but was due to come in on 12/28 and that they would called us by 12/29 to schedule delivery. Great, not a problem. New years comes and goes with no communication. I call again. I am told again that the dresser is back ordered and now we are looking at the end of January. I finally communicated that I was a bit frustrated. At this point, no one ever calls to follow up and we are constantly getting incorrect info. I have not once heard from my original sales person despite endless promises that she would call us to follow up. Since we thought our furniture was coming on 12/28, we got rid of our old bed in preparation. Our mattress was on the floor. Thankfully someone was finally helpful and agreed to deliver the bed and side tables while we wait on the dresser. Great. Again, the day that they promised to call to schedule delivery comes and goes with no call. Shocking. I call the next day. Thankfully the furniture was in and she scheduled us for delivery. I call after we get the furniture to get an update on the dresser and chairs. The girl who answered the phone told me it was all completed, but she couldn’t give me a date. Our sales rep would have to follow up. I told her we no longer wished to work with her as we’ve been told this 5 times and have never once heard back from her. She said that the manager Nick would be taking care of us and he would call me within the next day or so to give us an update. I felt good since he is apparently a manager and we are clearly very frustrated. Well big surprise, it’s been a week and not a single call or email. This is insane and I am in absolute disbelief at the lack of customer service at this point. We will never be shopping at...

Just wanted to post a response to Rhonda Hood's complaint, posted a month ago. I know that Mrs. Hood is a wonderful person, but she is mistaken about the item that she ordered. I do all the ordering for the store. She ordered a sofa like one that we had on our showroom floor. Everything is custom ordered, since we are a design store. After Mrs. Hood received her sofa she said it was not supposed to be a hump back style with fabrics that gather at the seams. However, that is the only style we had on our floor. The style that she wanted was not available or even on our showroom until a couple of weeks after she ordered her furniture. When I reminded her of this, she said that I just didn't want to help her. As I said, I do all the ordering, and I know every item on our showroom. I was not mistaken. As to the gathers on the seams, that is the nature of every rounded or hump back style sofa. I just couldn't help her understand this. I offered to make her the new style, which is a straight back, but she didn't want that. Our store makes every effort to please our customers. This case is difficult, but there is nothing wrong with the sofa and it is beautiful. Even the management of Bassett Corporate got involved and after examining the sofa, found it to be beautiful, no flaws, and completely up to our standards. The sofa has a 7 year warranty on the frame and cushion core inserts. I regret that Mrs. Hood continues to vent about this misunderstanding. But, other than offering to remake it for her in the new style, I don't know what else I can do. We have made one change which will prevent this type of confusion in the future. We have the customer to sign off on the design of the sofa before we place the order. This will avoid any confusion about frame styles, arm styles, fabric choices, etc. I work for a great company and we do not just "want to sell you something." We do want to help you have a home that fits your lifestyle. Come see us and you will...

We couldn't be more satisfied with Bassett Furniture in Tacoma and their sales rep, Jennifer. We purchased two leather electric recliners, and when they arrived, the leather was not pulled tight and neat like the one in the store. We sent a pic to Jennifer, and she emailed right back and agreed they were NOT satisfactory. The NEXT morning a Bassett rep called and said they would make it right...what did we want to do. They said they could make us new recliners and guaranteed they would be perfect. We agreed to have them make us new chairs, and after a short wait, they came to our house (60 miles away), picked up the old recliners and set up brand new PERFECT chairs. Jennifer kept us in the loop every step of the way--during the construction of both sets of chairs; she emailed us when they finished producing, when the chairs were shipped, and when she learned delivery dates. I can't imagine this could have turned out any better. The sign of a good company is providing a good product and ensuring that customers are satisfied; we are very satisfied. We will not hesitate to purchase again from Bassett. Thank, Jennifer, for putting in the work and making it all happen to a good end. Binging on Netflix...