Bassett Furniture — Local services in South Salt Lake

What an amazing experience we had at Bassett Home Furnishings in SLC! After purchasing a furniture piece at the City Center Restoration Hardware earlier in the day, we were amazed at the contrast in customer service. It's not that the folks at RH were bad, it's just that Bobbi Roberts, our Design Consultant at Bassett was so incredible!

We walked in about an hour before close and were immediately greeted by Bobbi in a very friendly manner - not like a car salesman, but in a very welcoming way. She asked if we were looking for anything in particular and we told her we were just browsing. We immediately found a couple of little things that we had to have and approached Bobbi at her work station near the front of the store to let her know what we were wanting to purchase. She wanted to make sure she was quoting the right price on one of the pieces we picked so she had us show us where it was displayed. While we were walking back I noticed an information stand on their couches and, since were sort of in the market for one, I asked her about how they manufacture their couches. She explained and created more interest and confidence that we weren't being "sold."

We sat on some couches to see how firm we wanted ours to be. Then she showed us the types of leather and explained which style and leather combinations had the best pricing. As we showed a little more interest she asked us about our home and the size of the room we were putting it in. Then she asked if we'd like to the sectional we were thinking of placed in a room digitally! Of course we did.

She walked us over to her design center computer and put the dimensions in and located the windows and the fireplace and then put the couch in the space so we could see how it would play out. We chose our leather and style and she wrote up the contract (this was about 10 minutes after close, by the way). Just as we were signing the contract I noticed a brochure open that showed a different style of couch that my wife would have preferred. I almost decided not to say something because it was late, but I mentioned what I'd noticed and immediately, Bobbi said, "Well, let's take a look!" During the next 30 minutes we changed the style and the leather to something that is exactly what my wife wanted rather than something that was pretty good and priced right - of course, that changes cost us about $2,000 more, but Bobbi helped us enjoy some great store remodeling promotional pricing and even threw in a $50 coupon to soften the blow.

Bobbi worked with us for nearly two hours; stayed almost an hour after close to help us; and was as gracious and as helpful as a designer could possibly be. She listened very well and told it to us straight when our design sense got a little wacky. After it was all said and done, she actually got us better pricing on the two items that we originally found before deciding to get the couch.

The final contrast between Basset and RH? $199 to ship one coffee table from RH and $99 to ship a sectional couch and two other smaller items from Bassett. Again, nothing wrong with Restoration Hardware - we like their stuff as much as the next people, but we are definitely fans of the folks at Bassett Home...

Customer service has been a nightmare. I purchased a sofa around 5 years ago. We have loved the fabric and how sturdy it is, however, we did have a few issues with it. The tech came out and removed a staple that was sticking out the side, still have a small hole. He also ordered replacement cushions and batting which took months to get resolved. First they only sent 1 when I needed 3. Instead of ordering 2 more, they ordered 3. I also had a manufacture's sticker get imbedded in the fabric of the cushion. Because the fabric was discontinued and they had to use a solvent to get the sticker off, they ended up having to dye the spot to match. The repairman did a fabulous job and you can't even tell. It took several calls and follow up calls to get all issues resolved before my warranty was up. Less than a year ago we decided to also purchase a sectional from Bassett. I've been pretty disappointed in the quality as well as having the same bad experience with customer service. I've already had the back cushions restuffed in a few spots. The fabric had a water cleaning code but it is super hard to get anything off. One of the arms had saggy fabric from day one. It also made a popping noise when you put pressure on the arm. Like it had cardboard under the fabric forming the arm. Then it finally collapsed and now there is a dent. The tech came out and said it needed to be taken to the shop to be fixed and customer service would arrange pick up. After weeks of not hearing from them, I called. I was told I would get a call back from delivery and from customer service to set up pick up for Tuesday. Today is Tuesday and I haven't heard a word. I'm really tired of having to babysit every issue. For how expensive this furniture is, I expect more. At this point, I doubt I will purchase from...

The worst experience buying furniture we have ever had! We ordered thousands of dollars of furniture in July, stating we wanted deliver late October/early November. We contacted the sales person two weeks before we wanted delivery. She said no problem. We didn't hear anything more, so called a few days before to be told it wasn't all in! This was just the beginning of the nightmare. After many, many phone calls to the store and to the national Bassett company (who said their hands were tied), some of the furniture came -- and the dining chairs were black, not brown, and there was only 6, not the 10 we had ordered. There was only one end table, not two. More calls only to find out that the end table was no longer available, but the brown chairs were on their way. A couple of weeks later they contact us to say they were bringing the chairs -- and another china cabinet because one of the ones we got was broken. They came -- are you ready for this? with more black chairs!! Again, we could not contact the owner or manager. When we finally reached them, we were told the brown chairs were no longer available so that is why they sent black ones. They also had the throw pillows for the couches wrong. After 3 months, they suddenly showed up to deliver the pillows (without contacting us) and to ask if we wanted to keep the black chairs! A shoddy outfit and the furniture is not that well-built--- not worth the money. It is unbelievable that they are still in business. They did not communicate with us and acted like it wasn't their problem. NOT once did they say they were sorry for all the problems!! Be warned if you are thinking of...