Bassett — Local services in Thornton

We purchased two coaches, swivel chair, and a cocktail table in December of 2021 and didn't get it until August or September. We new with the supply chain issues it could take longer than 3 months, no worries. However, this is our 2nd time owning Basset and had two coaches ordered in the past and they were fantastic, they literally would not wear out with two young boys playing hard and the frame stayed tight. I don't know with all the backorders and labor being in short supply if their plant in North Carolina where the coaches are made if the quality isn't as good or what. But the cushions don't seem to be holding up as in the past showing signs of softening already, the springs on one of the coaches squeaks when you sit down on the cushion and one of the side panels of fabric on the coach has two staples that hold it on need repaired as part of the fabric is loose. We especially wanted to buy something still made in the states and have something we wanted made in our fabric of choice. I just hope this isn't a sign like many items made during COVID where the quality wasn't normally as good vs the past due to being rushed or not having the parts needed to build it as normal. We spent a lot of money in my opinion as Basset has definitely is trying to elevate it's brand status and perception of higher quality and retail pricing compared to years ago. My wife and I hated the high pressure approach to purchasing the extended warranty for stain protection at the end.

I haven't reached out for warranty service yet but I am somewhat disappointed as these aren't cheap coaches and we waited 7 or 8 months. We looked at Lazy Boy as well but felt Basset had a better frame and it was more comfortable. I just hope there warranty department is good since the two locations in Colorado are a franchise.

Has anyone else experienced this with Basset? I was disappointed we never heard from Janette to see how things turned out and if we were totally happy.

Does the store even read these reviews as I don't even see a response from a store manager or the franchisee for the...

My wife and I had done some research about Bassett furniture quality and decided to purchase a dining table and chair set October 18, 2024 from the Thornton store. The store told us that the order would take 6-8 weeks to manufacture. We were okay with the manufacture timeline. We were told that the factory had been impacted from Hurricane Helene which disrupted manufacturing capabilities for a bit. However, later we found out that the table is only assembled in the U.S., but manufactured overseas--very misleading.

The HORROR then began when the table and chair set was finally delivered after the expected date, on January 3, 2025. We had the installer extend the table and show us the self-storing leaf. We found not only damage to it from transport, but also that there was blue tape next to the damage. The warehouse admitted they knew the table was damaged but delivered it to us anyway. When we called the warehouse manager, Rob Lee, he admitted they had forgotten to call us to advise the table had been damaged in transport. Forgotten?

We were told that the store would order a replacement and get it to us in 6-8 more weeks. Now we are starting April 2025, seven months from the original purchase date, and we have yet to receive our replacement table.

I WARN YOU NOT TO SHOP HERE AT THE THORNTON LOCATION as the warehouse manager, Rob Lee, will do nothing but give you the runaround. Melissa, the store manager, isn't any better as she had no idea that this was happening until I called March 21, 2025 and began the process with her to investigate. I have now demanded some answers as to when the damaged table will get replaced. I am writing this review March 31, 2025. ONCE AGAIN, BUY YOUR FURNITURE...

Hate to have to leave a bad review because I’ve loved Bassett, but buyer beware! I bought a natural stone cocktail table. When I got it in the house the natural light made the finish look horrible. Cleaned it with stone cleaner but still looked horrible. Even found a chip in the stone on the side. Very poor quality. The in store floor table looked just as bad after seeing it with natural light. After 3 trips to the store and phone calls the manager (Melanie) said that I would have to pay a 33% restocking fee, BUT she would bring that down to $200. Later found out the restocking fee is really 20% ($200 would be my cost)(false statement from Melanie) Soooo poor customer service continued with another rep there who told me he would take off the restocking fee and have someone come get it. We had said we would bring it to the store. Welll, the charge once at the counter was $199 to have someone come get it. $1 less than my restocking fee. Us bringing it to the store was no longer an option. They wore me out and have the table with my $199 restocking/pickup fee. This was not a custom order - just a table they had in stock. Buyers beware! Getting a new table from Crate and Barrel where they say I can return it for any reason if I do not like the quality, look, anything for a full refund. Sad because I liked shopping there....