Bassett Furniture — Local services in Tucson

I was happy with the customer service provided by Dietrick at first, but now that we need help and the order has been delivered, we haven’t heard a peep from Dietrick. The very expensive sectional we custom ordered was delivered on 12/19/19 with defects of the sofa feet, sofa cushion seams are uneven and the back pillows have all been sewn on crooked. I told the delivery drivers and they took pictures of some defects. I spoke with Erin Moreno of the Tucson store and she told me they would send someone out to repair the defects. It has been 2 months and nothing. I reached out to Dietrick and Erin and they don't respond. I finally got ahold of Erin and she told me that once the furniture is delivered that they have nothing to do with it. NOTHING TO DO WITH IT??? We spent $8000 at this store and this is how we are treated.

I will NEVER purchase or recommend Basset furniture to anyone. Basset does not accept returns on custom orders so we are screwed. I should have read the BBB reviews on service and repairs.

I’ve called and emailed Bassett customer service in Virginia and they haven’t been very helpful yet, however they said the pictures I sent them of the crooked back cushions need to be sent to the factory where the sofa was made because the crooked cushions can't be fixed by furniture craftsman.

I wouldn't be so upset if the store employees cared about getting the sectional fixed properly, but instead they are avoiding me because as Erin basically stated it is not their problem.

You are wasting your money if you purchase furniture from Bassett Furniture...

I would not recommend buying from Bassett. Customer service very poor. Our new couch has significant "piling" within two weeks of receiving. Bassett states "piling" is normal and they do not warrant their material! Beware and do not buy from them. They do not stand by their products. Our sales person was Bill Neeley we called him he has never called us back even though he stated this was not normal and should never happen. Bassett customer service home office stated we should of been told at the time of purchase that the material of our new couch may "pile". Who in their right mind would of bought a couch knowing that withing two weeks the material may "pile" and it would be your problem not theirs. Again, do not purchase from Bassett.

In response to Bassett and the owner we did contact your customer service. Bassett Furniture sent out a furniture tech and he could not remove the so called piling that Bassett is calling normal. As a matter of fact the furniture tech said there is something wrong with the material and noticed it was occurring on other areas which he said he was documenting for the report. Mind you we took delivery of this couch 7/7/23 and within two weeks the so called normal piling started to develop. We sent pictures to the Bassett Furniture salesman who is Willian Neeley and he responded that in no way is that a normal looking material and should not be happening. I challenge Bassett Furniture and the owner to display our couch in your showroom and explain to potential customers that this what the material will look like...

We have purchased furniture from Bassett twice with a fair experience and good products. We have now ordered a King bed two separate times with no delivery and no updates unless I call. They will not refund my money because the product was clearance but have no idea when it will reach their warehouse in Phoenix and then be delivered (white glove service) to our home. It has not left their warehouse back east and has been 6 weeks. Delivery on the purchase said 2-4 weeks.The sales reps are dismissive when you contact them, can't help in the least, say they can have a supervisor call you back that never does and then tell you to have a wonderful rest of your day. They should not advertise goods that they can not deliver and charge you for them ahead of time. I will not purchase from them again and recommend you not use them either. I will call my VISA company to deal with...