Bassett Furniture — Local services in Sugar Hill

I want to start by saying that the employees I encountered at Bassett Furniture Mall of Georgia were friendly, helpful, and professional. Angie, the designer I worked with, spent a lot of time with me working on a floor plan, designing sofas, and picking out fabric. This rating is not meant to reflect on the staff, but rather the quality and craftsmanship of their furniture.

If you’re considering Bassett, just make sure you look closely at the quality of their pieces. I ordered 2 custom-made sofas from Bassett and have attached pictures. The stitching is horrible, there are seams on every single arm, puckering, buckling, and the stitching on the front on both ends was uneven as it got narrower toward the legs.

I can’t believe I didn’t notice this before I ordered my sofas because I’m extremely detail oriented and particular, but when I went back to the store I inspected their furniture more closely and noticed that almost every single one of their sofas on the floor in the design center has a seam on the arm approx. 4” from the back. It’s hard to notice on their sofas because of the fabric they used, but my sofas have the same seams and they looked awful! My designer told me that Bassett uses a machine to calculate the most cost effective way to cut the fabric (saving money); therefore, most sofas have seams in that location. Too bad their prices do not reflect that cost savings!

I was in contact with the store constantly on how to resolve this issue. They assured me they would make it right and wanted to make me happy but that “it was a process”. The other issue I have is that every single time they told me I would hear from them later in the week, I never did. I was always the one that would have to call and check on the status of my complaint/claim. Finally, after 2 weeks I called and asked to speak with the store manager, Karen. She never returned my call, but later that day I got an email from DruAnn, the customer care specialist, asking me to come in and reselect fabric for 2 new sofas. I never did find out what the findings of their “process” were. Their best guess is that it was the fabric I chose (which by the way is still hanging with the other fabrics as an option for upholstery).

At this point, I lost faith in Bassett and did not feel good about working with them or getting any furniture from them. Luckily, Bassett wanted to cut ties with me too because I was extremely particular. They took back my sofas and refunded all my money, except the $200 delivery fee.

I’m writing this review in hopes of saving someone else the trouble and stress of going through what I went through. If I would have read a review like this, I would have avoided Bassett or at least gone in knowing...

This is honestly maybe the 2nd review I have ever written in my life. I'm just so beyond disappointed with Bassett Furniture and their customer service. I first tried to write a review on their Facebook page but Bassett deleted it and then blocked me. My husband who owns a very successful company told me I should really write a review on Google because they cant delete this and honestly I am so passionate about letting people know what terrible quality furniture Bassett has and their customer service is terrible.

Ok so here's my experience with Bassett. I went in and purchased a sofa with a fabric that the saleswoman told me was "super family friendly". I paid for my $2,700+ for my sofa and went home anxiously awaiting the call to schedule for delivery. I was thrilled when my pretty new sofa arrived. My husband had purchased himself a leather Lazy Boy recliner so the sofa was all mine. After about 3 months of sitting on my sofa it started to pill. The couch was disgusting to touch. I decided I would call because that's pretty unacceptable considering I have a 26 year sofa in my basement that was in better condition. Bassett sent some outside contractor over to inspect my sofa and he told me that I needed to shave my sofa. What?!?! Shave my sofa? Who has time for that. Had they told me I would need to do that I would have picked a different fabric. After he used what they call a "gleener" to shave my sofa it felt the same it did before he shaved it in a day or two. I contacted Bassett again and they told me it was my environment. They also said that no one ever calls about pilling. I find that pretty hard to believe. Whatever they sent me out new cushion covers that pilled in just about month.

So here I am having to cover my nearly $3,000 sofa with a fitted sheet because it feels like sandpaper. And all Bassett has to say is that it's my environment and I sit on they sofa. I did not realize you were not suppose to actually use their furniture. They also keep insisting my dog gets on the sofa which she doesnt. If she did I honestly would not be writing this review because I would assume it was from her.

I spoke with the store manager today who did say that pilling is possible when you buy custom furniture from any high end store and that Rooms To Go furniture would never pill because of the type of fabric they have. Well if furniture is so disposable then I would much rather spend hundreds of dollars on a sofa than thousands of dollars on a highend sofa I have to shave weekly and only get a few good months out of the fabric.

Now I wait for the district...

My husband and I went looking for new furniture for the house we were building. We went to ALL of the furniture stores in our area. We chose Bassett at the Mall of Georgia. The sales consultant, Twila, was a deciding factor in making our choice. We hit it off immediately. A big plus was that she didn’t approach the sale as if we were buying furniture for “our last home” as two of the other furniture stores did. She listened to us when we told her what we were shopping for. She asked about our new house - the cabinets, flooring, wall color, and she actually listened to us. She helped us choose the style, type of cushions, wood finish and fabric for the upholstered furniture (even suggested a higher back cushion on the recliner “that doesn’t look like a recliner”, since my husband is so tall), a rug for the living room and a king bedroom suite. We ordered in September and then we waited for our house to be finished. Of course over those long 6 months of watching the house go up, you begin to question your choices. Did we choose the right size pieces, the right fabric, the right rug? And you think about it as you wait. We finally moved in, in March, and the day the furniture arrived, we were thrilled with what Twila helped us put together. Everything went looked perfect together and coordinated so well with the finishes in our house. We were over-the-moon happy (the family room rug makes me smile every single day!) We were so happy that we went back and had Twila help us choose pillows for the love seats, a rug for the bedroom and a rug for the foyer. The remaining rug and tables arrived today and again we are beyond thrilled. Twila helped us make our beautiful new home look even more beautiful than I ever imagined. The furniture is very well made and very comfortable as well as beautiful. The delivery process was on time and meticulously carried out. Twila followed up to make sure we were satisfied with the furniture and the delivery process. This was our first experience with Bassett and let me just say Twila went above and beyond in fulfilling our expectations. So if you are looking for furniture, do yourself a big favor, save yourself time “shopping around”, and just go to Bassett Mall of Georgia. Ask for Twila. You will not be...