Bassett Furniture — Local services in Fayetteville

My one star rating is based on the quality and refund options at Bassett in Fayetteville. The sales and warehouse employees were good, but their hands are apparently tied. I do question the owner however as I was told I only had one option regarding a sofa I bought in July 2018 that looks like a family of 10 has lived with it. My home has 2 adults and no children. I'm not sure which was worse the workmanship or the fabric - however I feel it is most likely a combination of both. We have purchased 3 items from this store and each one had to be returned and/or repaired at our home. A wall clock, the mechanics never worked and had to be replaced; A small wall mirror ($100 cost) that had to be returned for repair because the hangers were not placed properly and our 'custom' sofa, which we are still deciding what to do with. The cushions were virtually smashed and out of shape within 3 months. When the store finally offered to have the cushions replaced, they ordered the wrong ones. Since that time, the back cushions are also dilapidated and the stuffing is falling to the seat level. They offered again to re-stuff and we declined. We paid almost $2000 for this sofa. Our ultimatum was to return for a new product or a full refund. Bassets' only offer was to return the sofa and purchase another piece for equal value. Anything under the actual cost we would not be refunded and anything we purchased that exceeded the amount we would need to pay ! We will NEVER purchase another item from Bassett Furniture. Buyers beware...

Dear Owner. Just for clarity, your statement: "However, we wanted you to be a happy customer and offered you in-store credit for the full purchase price, to be used on any item(s) you chose at a deeper discount than our current sale" is not exactly accurate. We purchased the sofa with a 33% discount and your offer yesterday was to replace our sofa with the current sale discount of only 25%. How is that 'deeper that your current sale?" In either case, the quality of the 3 items purchased have been sub-par and my disappointment in the quality of your products...

If you’re looking for luxury furniture store this place is far from it and customer service is poorly managed. I made a big purchase 3 years ago. Now I’m having problems with my coffee table. The coffee table is the midlothian rectangular with two separate pieces of wood on the top. The wood is now bowing and separating from the metal frame of the table. My wife and I are almost never home. We don’t use and abuse our furniture. This tells me that there is a defect with this table. I’ve been trying to get the issue resolved through this store and can’t seem to get anywhere with my complaint nor do they want to work with you. Customer service is awful. Warehouse and representatives in the store go silent after telling you they will be reaching back out. It’s been almost 2 weeks now waiting for the owner to call me directly. They make excuses and come up with silly reasons. I have been dealing with this issue close to a month now. Stay away from this store. I was offered 30% off any purchase when informing the store about my coffee table issue. 30% discount is a slap in the face, as this tells me they can’t even break even on their furniture. Again, very poor customer service. Andrea, a store representative also had the audacity to tell me that if we buy a room full of furniture that they would deliver it for me. That’s a fat lie because 3 years ago when I bought all of this furniture I was trying to have them move all my brand new furniture down to Dallas so I didn’t have to find movers myself. I spent over $20,000 that day. This is the kind of customer service treatment that I get. I would highly advise anyone whose looking for luxury furniture to go elsewhere. I will not buy another piece of furniture...

My mother recently bought a sectional from their Fayetteville Arkansas location. We recently had very uncomfortable experience with a store associate name Chris. She recently ordered a sectional based off of a floor model in this store. The floor model had an assortment of varying sized accent pillows. In the initial brief she mentioned she wanted the accent to look like the accent pillows on the display model and was willing to pay for the correct dimensions and details in her choice of fabrics. Chris briefed her on what she thought would be a comparable custom couch. When the sectional was delivered to her home the pillows weren’t like the pillows on the display. They were much smaller. They were all the same dimensions. She went back to the store to discuss paying more to get a finished product that looked more like the display couch she wanted. Chris was not timely in assisting my mother. She calmly waited around 2 hours for help. His coworkers repeated asked her if someone was assisting her. When he finally decided to assist my mother, he was very rude. She calmly decided she was going to take her business else where. He aggressively followed us out the store and made a few rude comments. He insinuated my mother could not afford to shop there. Condescendingly offered to buy pillows for her. She had spent almost 5k on a couch and was dissatisfied with accent pillows. He made us both feel very uncomfortable. It was a very inappropriate situation. It felt racially motivated. She paid a premium for that couch and was not satisfied with the overall quality of the product and on top of it she was given appalling service. I’m heartbroken how your sales associate...