Bassett Furniture — Local services in Sarasota

Our experience shopping with Bassett was bad. We should all boycott bad behavior and reward the good. If the Sarasota store doesn't care about it's customers, I should hope that corporate would. All we heard was crickets.

We found and ordered what we hope will be a well made comfortable sectional sofa. The purchase part was easy. Sign the contract and pay. Delivery is where things went off the rails. After a few weeks for manufacturing we eventually we got a call from Bassett's delivery liaison. A date was set. We donated our current sectional to charity 1 day before delivery.

Bassett cancelled the delivery via voicemail, but did not rescheduled. By the time I called back, that too went to voicemail. I then sent an email. I heard nothing from their delivery contact for 5 days. I had sent a second email, then finally contacted my salesperson. She checked the calendar and informed me we were on for Oct 2nd. When the warehouse gal finally did email, she asked if we were OK with Oct 2nd. To me that meant Oct 2nd was only penciled in, not guaranteed. I replied yes, but never heard back. A day or two later I did receive confirmation from the actual delivery company.

Bassett had phone, text, and email at their disposal. I totally understand delays. What I don't understand is the total lack of professionalism used here. No "Out of Office" reply on emails, no "Closed due to the hurricane" message on the phones. Sales seemed to be working, they should have known the warehouse was closed, why didn't they followed up? These are their customers. Of course at that point I had paid in full so I guess that maybe signing new customers took precedence. Try watching TV on dining room chairs for a week. I know I would not have been employed very long in my job had I done business like this.

The sectional was delivered at the second appointment. The guys were fine and seemed to take care not to damage anything. It did look a little sloppy, but the delivery guy told me our design consultant was usually onsite to adjust things. That would have been nice, but true to form, that never happened.

Next came an email for me to rate the post sale follow-up. What follow-up? In the end I did get a call from the Sarasota store manager. I would have expected " We will try to do better" or " We are looking to add out of office and voice messaging". Instead, she was responding to my reviews but didn't say so until I directly asked her. She basically just repeated a list of excuses over and over. When I asked why, she threw out a refund of the delivery fee. Since money seemed their only care here, I feel like 10% would have been a proper we're sorry. Her offer felt like the least Bassett could do to make themselves feel better. The delivery gal was bad, but the guys who actually delivered the couch were the only folks during this whole process who acted in a professional manner.

Bassett put on a good act, until they had our money. After that it was probably the worst furniture buying experience I have had. If it wasn't a custom order, I would return it and never shop there again. I can buy 2-3 leather couches elsewhere for what I...

We ordered a lot of furniture from Bassett in Sarasota in August of 2020. It has been nothing but trouble. The supports for a bed were the wrong size, they did not even touch the floor. It took multiple phone calls and emails over six weeks to get the correct size, and then only one of three was delivered. The doors on a cabinet did not close properly, leaving a gap at the top of the door. We had no response to that issue, and fixed it ourselves. A dining table arrived in the warehouse damaged, we were told it was "not even structurally sound", had to be remade, and the second one arrived with the apron of the table painted white...not stained to match the rest, as ordered. We question the quality control of a company that will send a table with white paint instead of stain as ordered. A third table had been ordered. After the eight weeks we were told it would take for the third table, we called asking for a status update, and were told the table was in the warehouse. It took four more weeks to schedule delivery. Customer service is the worst we have experienced, at every level. The "design consultant", Liz, was very attentive until the order is placed, and then text messages, phone calls, emails were ignored. Sadly, it is the same for the store manager, Dee Dee. Every time we called the Customer Service phone number listed on the sales order, we spoke with different individuals, and got different stories. We have been flat out lied to at times. When I ask to speak to a supervisor, I am told that there are none there. This is at 8:00 a.m. on a Monday...regular business hours.

Save yourself a lot of aggravation and go...

We are a return Basset customers. Our first purchase was 15 years ago and the furniture has held up. The quality is amazing. This purchase was made with the Bassett store in Sarasota FL. The Design Consultant Toni Jones was so knowledgeable. She has 10 years experience with Bassett which really helped us to create beautiful custom couch and chair that complement previous Basset chair and ottoman that we are not replacing. The customer service and personalized attention was second to none. The Manager Brandi thanked us for our brand loyalty in a very special way. The price of matches the quality of the furniture. The cousions and frame hold up. The fabric selection has the highest quality and endless possibilities. Toni's design experience and knowledge of the fabric durability was so valuable and she guided me through the many paint colors samples I brought with me. I could never have created such a beautiful and cohesive color pallette. I recommend Bassett furniture and if you are in Florida, go to the Sarasota store and...