Bassett Furniture — Local services in Tyler

The purchase experience was fantastic, or so I thought. Our salesperson was amazing! We paid $2400.00 for “custom” nightstands and paid the delivery fee (that you are now forced to pay) to have them delivered. We waited 5 weeks for our order.

The white glove delivery Bassett crows about was sadly anything but white glove. The delivery men were outside my house for a half hour before they came up to the door. My dog was going crazy the entire time. I finally walked out to the truck to see what was going on.

They delivery men told me that they were on the phone with customer service to see how to handle the delivery because the screws to attach the legs to the nightstands were not included in the packaging.

My options were to send the nightstands back or accept the delivery. I called the store and Spoke to a sales associate to make some kind of arrangement and she said that she would have her manager call me back.

I chose to accept delivery as I took off from work specifically for this delivery of our nightstands. I didn’t want to take an additional day off for another delivery.

After I accepted delivery, the men brought my nightstands into the house, I checked to make sure I had received everything else I paid for. The delivery men then told me that the handles to one of my nightstands were also missing.

Before the men left, they had me fill out a survey to rate the delivery experience. It asked if I wanted someone from customer service to reach out so I answered yes.

After a week of waiting for someone to reach out from either customer service or Bassett, I decided to call the store. The manager wasn’t available so I left ANOTHER message to please return my call.

Another week goes by and I still haven’t heard anything. I called the store and spoke to the same sales associate and she said she would handle the situation. She called me back the next day as promised. She explained that the warehouse didn’t have the handles or screws that they would have to order them. She said that she had them shipped to my house which will take 2-3 weeks to receive. Upon receipt I am to call the store and schedule a technician to come to my house and assemble my nightstands.

I have since called the store to speak to the manager and again he wasn’t available. It’s been 3 weeks since my nightstand delivery and I am still waiting to speak to him. I feel at the very least I should be entitled to a refund of the delivery services since I didn’t get what I payed for.

I have purchased from Bassett in the past and had a satisfactory experience. This experience will have me severing ties.

I didn’t mind paying a little more for the Bassett name because they stood behind the quality of their pieces. I feel as though for $2400.00 for 2 nightstands they failed me at every level.

The customer service is non-existent. The Tyler store manager will not respond. The white glove delivery failed to deliver. I have yet to receive the screws or handles.

JUST DON’T BUY FROM BASSETT.

Save your money. The high end experience turned into a big lots sale. Shame on you Bassett. I expected better. ...

I am a 100% Disabled Veteran and 20yr Air Force Retiree and my wife was a Naval Officer for 7 1/2 years. I unfortunately have only gotten worse physically since Retirement. We have been through 4 different companies Couches, Recliners, and even a Couch with Recliners and have spent over 10 thousand dollars in the process of finding a Comfortable piece of Furniture that my broken body could relax in. My wife and I talked about it and attempted to get a Custom piece of Furniture from this Bassett location, but all we wound up with was an even more expensive UNCOMFORTABLE COUCH! We had gone there on several occasions sitting on and in multiple Couches with differing densities of foam and those with attached and detached back cushions. We even had been on the Bassett website to select the Color we wanted. The day we went to order it and select the material, our Associate, Angie and my wife sat down to do the paperwork for ordering our Custom Couch. I wasn't feeling well, so I sat on a similar piece while they got everything in order. After a few weeks passed we got a call letting us know it had arrived, but never were asked to come see it before it was delivered. SADLY, THAT TURNED OUT TO BITE US IN THE A$$! Literally and figuratively. I say this because it's the MOST UNCOMFORTABLE POS WE have EVER OWNED! When the couch came to the house NOTHING was CORRECT! The foam is so dense, it will pinch your butt and make a sore spot! After telling Angie every time we went there we didn't want detached backs, we got loose backs anyway! Not only that, IT IS ORANGE! We had purchased it using 18 months same as cash, but found out afterwards that it was actually sold to Synchrony Bank and we now owed them for a Couch that YOU HAVE ZERO ABILITY TO CORRECT! When we called Bassett they told us that they would see what they could do, but NEVER OFFERED US ANY WAY TO RECTIFY ANYTHING! After a few weeks we were told that they didn't get a response from this Store, so we were just stuck with a custom piece of garbage!! Now because we refused to pay for it, as it is NOTHING LIKE WHAT WE THOUGHT WE ORDERED, SYNCHRONY IS NOW SUING US FOR the Entire Balance! Whatever you do, DO NOT ORDER ANYTHING WITH ANGIE AS YOUR Sales Consultant, as she has ZERO INTEGRITY AND WOULD NOT EVEN SPEAK TO US, NOR ADMIT SHE ORDERED OUR COUCH WITH LOOSE BACK CUSHIONS, THE WRONG FOAM DENSITY, AND THE WRONG COLOR! She had checked the wrong box for the Color, as our Color was the one above this GAUDY ORANGE we wound up with, and she was told from DAY ONE we wanted attached backs. The one and only time She did speak to us before I contacted Bassett, she said we could come pick any pillows we liked to make up for it! I WILL NEVER OWN ANOTHER PIECE OF BASSETT FURNITURE AND WILL TELL EVERYONE I KNOW NOT TO GO TO THIS STORE! THEY NEVER CONTACTED US TO OFFER ANY RESOLUTON, EVER! BUYER BEWARE AT THIS LOCATION! It amazes me that they ARE STILL IN BUSINESS, ESPECIALLY IF THIS IS THE BEST THEY CAN DO FOR THE VETERAN...

I recently had the pleasure of working with Kevin at Bassett Furniture in Tyler, TX, and I must say, my experience was exceptional. Kevin truly listened to my needs regarding the size of my home and the importance of finding something easy to care for due to my pets. He demonstrated a genuine interest in helping me find the right product rather than simply making a sale. Throughout the process, he answered all of my questions and never pressured me into making an on-the-spot decision. Instead, he encouraged me to take my time because he wanted me to be fully satisfied with my purchase.

Beyond his exemplary customer service, Kevin possesses extensive knowledge about the products, including the features and benefits of various fabric or leather choices, cushions, arm styles, and colors. He took the time to explain the differences in smart fabrics and how easy maintenance could be with certain options.

Thanks to Kevin's expertise and dedication, I ultimately found the perfect product that met all of my needs. The entire experience was smooth and enjoyable, thanks to his guidance. I'm eagerly awaiting delivery and will provide an update once the sofa is delivered. Kevin's professionalism and commitment to customer satisfaction make him a true asset to...