Bassett Furniture — Local services in Cockeysville

Summer 2023 - Follow-up: Bassett replaced my recliner AT NO CHARGE because the mistake was on their end. GREAT service recovery, and I would recommend dealing with that team at this store in Cockeysville. Just make sure you actually test the item you purchase. Turns out the model originally delivered did NOT have the features described by the sales staff, so they recovered and provided a recliner with the features and custom fabric I originally thought I had ordered.

2/2/2023 - Today, my custom furniture order was delivered. This order included a 3-cushion sofa and recliner chair. The sofa is gorgeous, but the recliner chair delivered was NOT the model that I tested on the showroom floor and had expected would be included in my order that was delivered today. I know this is an error because the recliner controls on the store model I tested were on the outside of the chair and were like buttons - easy to access while sitting in the chair and located on the right, outside panel of the chair. The control for the recliner I received is on the inside of the chair, next to the base of the seat cushion, and is a lever-like paddle that you have to pull. (You can see this small, black lever in the picture attached, near the base of the seat.) You cannot see the lever without taking the seat cushion off, the lever requires a certain position of leverage to activate it even after squeezing your hand between the right arm and the seat cushion, and the lever is best accessed when either the cushion is off the chair or you're not sitting in it. All of these features render this recliner model useless for me, which is why I would not have purchased it. In addition, I had researched online the Bassett models for over 2 years before walking into the store to place my order - I knew what I wanted.

Within 10 minutes of receiving the furniture, I was on the main customer service line for Bassett, and they directed me back to the store in Cockeysville, where I purchased both items. Until this issue is resolved, which is defined as me receiving the recliner I that tested in the store and in the custom fabric I requested, then I must rate this store poorly. It pains me because the sales woman was fantastic to me in the store. Today, she has promised to follow-up with me on Saturday, February 4, 2023, because she is out of the store today and tomorrow. After that conversation happens and contingent on Bassett's service recovery, I will return to add to or revise this rating. Unfortunately for now, I've not had my new furniture more than 3 hours and am highly, highly dissatisfied with the recliner that I received. Since I am very happy with the sofa that I received (because it was the sofa that I ordered), I am giving this store a 2-star review. Without the redemption of the sofa, this would have been a 1-star review. It will be up to Bassett to compel me to change...

Our experience working with Barb Finney at Bassett in Cockeysville exceeded our expectations times 10! We walked in expecting a normal sales pitch, but we were met with someone who took a sincere and genuine interest in helping us find a product that was the best fit for our house and style. Within the first few minutes, we could tell that Barb wasn't like a normal furniture salesperson. She took the time to ask us detailed questions and sketch out the space where the furniture would go. After our initial meeting, she was responsive via email and talked through our questions/concerns in regards to fabric choices etc. We had no expectations of working with someone with an interior design background and felt lucky to be able to do so! What resulted is a beautiful piece of furniture that is super comfortable and even ended up arriving several weeks ahead of what was promised. Super pleased with the...

I truly enjoyed the experience of shopping at Bassett; the designer was so patient and helpful, even staying after store hours to help my complete my sectional purchase. Just over a year later (as in, just after the warranty expired), the fabric on it began to pill terribly, and it now looks much older than a sofa I purchased elsewhere over 20 years ago! And I even paid more for an upgraded fabric. I emailed customer service of the headquarters, and they responded by asking me only which store I purchased my sectional from. There was otherwise no word from Bassett. I plan to hire someone to make slipcovers so that I can extend our use of it. It's too bad that I cannot recommend Bassett, and I am very disappointed that I cannot furnish other rooms of my home with their beautiful pieces after this experience. The quality just doesn't...