Bassett Home Furnishings — Local services in Lone Tree

A most unfortunate experience. We are returning customers after having purchased a couch and chairs several years ago. We were in the market for a new couch and so we went back to Bassett. We spent over 3 hours working with their designer (all of which were septuagenarians) who had to reference the dictionary-sized options book after every question because nothing is digital and she was clearly new. We finally placed our order for an $11,000 couch (plus shipping because apparently they can’t deliver for free even when you spend that much) and were informed it would arrive in 6 weeks. After about 5 weeks we got the call that the couch was ready to be delivered. The delivery service they contracted with was very nice, professional and did a great job getting the large couch into the living room. However, as they were setting it up and testing the recliners it became apparent that there was a mistake. We had ordered 4 recliners and there were only two seats that had recliners. I immediately called Bassett because I wasn’t going to sign for something that was incorrect and didn’t want the movers to leave. I was transferred twice and ultimately was given to their warehouse manager who told me to go ahead and write on the paperwork that it was the wrong couch but to sign for it and that he couldn’t do anything to help me because I have to ‘work with the designer.’ This was at noon. I called our designer twice and it went to voicemail twice. At about 5:30pm I finally received a call back from the designer asking me who had completed the paperwork when we bought the couch? “You did, you were the only person we dealt with the entire time until we paid.” She seemed confused and asked who drew the picture of the couch on the paperwork “You did, I watched you draw it myself along with my partner.” Again, she said seemed confused and claimed she hadn’t drawn the picture on the paperwork. She had. At this point I told her I was extremely disappointed and that we needed the couch corrected. She began to cry on the phone and said that she ‘talked with Nicole’ (whoever that is) and that in order to fix the couch it would cost $2800 more! She said that if she had the money herself she would pay for it herself because she is so upset. I told her that I would have to call her back after talking to my partner as, at that moment, I had nothing kind to say.

The next day my partner physically went to Bassett when they opened to discuss the matter in person, with a manager. Of course, there was no manager or owner available to speak with. The designer continued to state that she believed someone else had completed the paperwork (implying that the error was ours somehow) and that she had spoken with the OWNER and the owner said the best they could do was charge us $1500 additional to fix the couch. At this point my partner told them they either fix the $11,000 couch for free or they would have to refund us in full. Again, we had several interactions and not one time were we permitted to speak with a manager, owner, or upper level decision maker. Everything went through this ‘designer’ who had apparently only worked there for 6 months.

They chose to refund us in full.

I may not be a savvy business person but I have never in my life found a business that was willing to lose a repeat customer and $11,000, over a mistake that they made and $1,500. We had even been talking about saving up for one of their bedroom sets because we liked it. Even their account manager who had to conduct the refund had never heard of anything like this before and couldn’t understand what was happening.

I can’t recommend shopping here, which is very sad. We love supporting USA-made companies and we really loved the couch, but for $11,000 we needed it to be correct. Shop here at your own risk as you will spend quite a bit of time and money and they don’t stand behind their product nor are even willing to have their management speak with you to explain their...

Bassett will not be receiving anymore of my business, which is unfortunate for them, seeing as I had already picked out an additional recliner and fabric and had an appointment with my designer yesterday to place my order, which I CANCELLED! I also picked out a dining room table, bench, and chairs in which I was interested, so Bassett has lost about $10K worth of business from me over the next two months. I guess it’s unfortunate for me too since there are actually pieces I want to purchase and now have to shop elsewhere! LOL

Here is the issue – I ordered a sectional sofa and glider last February, and it was delivered to me in April 2019. At the time of delivery, I noticed a nob/knot on the cushion of the glider, and I pointed it out to the delivery person before signing for receipt. The delivery person assured me that it was just excess thread and that it was fine. He also took a picture of it for “documentation,” so satisfied with his explanation and not wanting to be overly nitpicky, I signed for delivery. Fast forward – It’s now June 2020 – 14 months after delivery, and that nob/knot has now worked its way out of the fabric, and it’s apparent it’s where two threads had been tied together. That should have never cleared QC at the warehouse.

Since I’m two months outside of the warranty period, Bassett wants to charge me $100 for new casing. While it’s not much, and I would understand if it were wear and tear outside of the warranty period, but I don’t understand how I could be expected to pay to correct something that was delivered to me flawed! Bassett claims that I should have contacted them sooner, but based on the feedback I received from the delivery person, I thought all was well, until it wasn’t, which unfortunately played out just after my warranty expired.

I have tried to work with Customer Service, as well as my Bassett designer, who even talked to the owner about the situation, with the same response from all of them. “Why didn’t I contact them sooner?” Again, the answer is because of the feedback I got upon delivery and because it took time for those threads to work themselves out. Not to mention, it’s been in my home just barely over the one year warranty! I have been offered no resolution, other than I have to pay to replace the casing. You would think if they cared about keeping my business, even if their hands were tied, they would suggest compensating me, in the form of a discount, on my next purchase, but they truly don’t...

I have never come online to write a poor review of a business (as you can see from other reviews I've left), but this has undoubtedly been the worst customer service experience I have ever encountered. I bought my sofa at another Bassett store before moving to Colorado. After purchasing it in June, I was told it was processed incorrectly and that I would get a refund and then charged again the same amount within 24 hours through the Lone Tree store. It took over a week for the store to process and they charged me an additional $500 because the Amherst store didn't charge me sales tax. While I understand this was necessary for me to pay, the Lone Tree staff was not at all apologetic and indicated that I should have noticed it missing, rather than taking accountability for the internal error, even though it wasn't their store. Because I was upset, they promised to rush order my sofa given COVID which I did appreciate.

I was thrilled to get an email that my sofa would be arriving August 4th as opposed to August 26th. When it didn’t come I called and was told they would get back to me but they never did. When I finally got a hold of someone I was told it would be to me no later than August 20th. Once again, crickets so I reached out and was told the 24th. The manager of the store did give me $160 back but also told me by the end of the month.

The end of August came and went so I called the store and was told on the phone that it was absolutely finished in production and would arrive in Denver September 14th no matter what. It is now September 16th and yet again, crickets. Nobody has returned my inquiry as to where it is. The lack of communication has been truly awful not only from Bassett Lone Tree to me but also internally within the company. Though COVID causes some delays, Bassett needs to communicate to their customers what is happening rather than messing up transactions, causing delays due to lack of ordering, charging customers more than they originally paid and then making false rush order promises and simply ignoring them and letting frustration mount. While I understand the delay and even the sales tax mishap was not the store's fault, the communication, accountability and transparency has just been truly atrocious throughout this process.

As an update: the store did call me back upon seeing this review (9/16) to give me a new delivery date of the...