Bassett Furniture — Local services in Short Pump

My wife and I purchased two sofas from the Bassett Short Pump, Virginia location. The furniture is well built and high quality. We worked with Sue Gibson-Keller, Sheila, and Doug. Our experience couldn't have been better and continues to be so. The fabric we ordered ended up having a defect of pilling. The manufacturers of that fabric decided to discontinue it as a result of this happening frequently to customers. Sue, without hesitation, had us pick out another fabric and created two new sofas for us. In fact, she was very helpful in selecting the fabric. Sue spent a lot of time with my wife in making sure that she was satisfied. When the sofas came in there were some black marks on them from the handling of them from the movers. These were white sofas. Doug came out to try and get the marks out. When they wouldn't come out, he replaced all the casings and pillow covers where the black marks were with new ones. Again, without any pushback or hesitation. Most recently, we had an accident which left a bad stain and Doug came out and completely redid the sofa with new fabric on all the areas where the stain was. He did the work right in our home. We didn't have to have the sofa go somewhere for weeks and wait for it to come back. Doug does a very impressive job and is happy to do so. Every time I call or drop in and speak to Sheila, who is your first point of contact at the store, she is super friendly, extremely helpful, and follows up on everything. She twice ordered me arm slipcovers for the sofas. And was helpful in orchestrating the fix for the stain that occurred on our sofa. So if you're looking for furniture I would highly recommend the Bassett Short Pump location. Specifically, I would ask for Sue. She has been doing this for quite some time and is very good at what she does. She is knowledgeable, not only of the furniture, but of design and fabrics and is only too happy to help. She wants you to be very satisfied. Sue has offered to come to our home, in looking at other pieces of furniture, to look at the space and to help us decide from a design standpoint what we would need. We are very satisfied with the furniture and with the professional and friendly encounters we have had with Sue, Doug, and Sheila. You will go in as a customer and...

My husband and I bought a leather sofa and two chairs from this store that looked amazing in store. Problem is, we have scheduled delivery 3 times and all three times, no one showed. First time, we got a call at 5:00 the light before saying the delivery would be cancelled for the next day and no idea when they could deliver. Fine. They said I could expect a call on Monday the next week to reschedule. No call. I called and had it scheduled for the following Saturday since they said they could not schedule delivery for this week. Still inconvenient but ok. I did not receive a call to confirm delivery that Friday before so I called the store and was rudely told to expect a robo call by 8:00 that night and to call at 10:00 when the store opens on Saturday if not. Well, I did not receive that call. I called at 10 on Saturday and it took three calls on Saturday for them to say oops, we forgot to put you on our manifest for delivery so you slipped through the cracks when we called the customers last night to say delivery would be cancelled for today. Now I’m mad. They said they would deliver with what’s convenient for my schedule so i said Wednesday afternoon and Patrick, the manager, said they would make that work but he’d call me on Monday. No call on Monday. I call and get ahold of Sue. She said Wednesday delivery is not possible but they’d be here Thursday morning (today) instead. I called yesterday to confirm and they said yes, expect them at 8 this morning and I’ll get a robo call that night. I received no robo call to confirm again last night and they never showed this morning. This is not a way to run business. I was even offered a refund for the delivery fee but we never received it. So disappointed. We had a whole house to furnish but they will not be getting our business again until they figure out some standard...

I've lived in my home for 20 years and have a family room and florida room that are quite challenging because of room sizes and windows/doorways on every wall of both. I have brought in several designers over the years only to be dissappointed. I happened to stop by the Bassett in Short Pump simply to browse the store when I was greeted by Kristin Johnson. She was friendly and helpful and as it turned out, a fantastic designer! She offered to come to my home on my schedule and thoroughly measured every corner. She listened to what I liked and focused not only on the 2 rooms, but the entire flow and color scheme of my home. She brought fabrics, wood finishes and leg styles. When I met with her at the store the following week, she was so prepared with several fabric and furniture options that included everything from sofa, pillow, ottoman, and chair fabrics, and even rugs. I loved all of the options but with her help, (and patience) I was able to narrow it down to the perfect design for each room. I didn't want to eliminate a thing and ended up purchasing everything for the two rooms right down to the area rugs. The quality and detail of everything I received was stunning. I could not be happier!! I do not do reviews usually, but Kristin went so far above the bar on everything that I simply had to. FYI, commmunication was also wonderful! Sheila was great on informing me the entire time during the process of the furniture being made and delivery. Everything arrived 2 weeks early! I have even texted Kristin on a several occasions since then to purchase additional items or simply ask her opinion on something and she has never taken longer than 5 minutes to respond with an answer! You will love working with Kristin Johnson and the team at Bassett in Short...