Bassett Furniture — Local services in Tysons

UPDATED 6/2017: The manager Christine has taken extra steps to rectify the issues, including replacing both recliners. The new recliners worked perfectly upon arrival, and had better padding than our original recliners. I am not sure if this was because she indicated that they would perform extra quality control, or if the two we originally ordered were so shoddy. The new recliners are great, and what we had expected when we tested them in the store. We are going to work with the manager directly to see if we can finish ordering our set of dining room chairs, and if they do that well, I would recommend working directly with the manager.

We are repeat customers, and it saddens me that this store has gone downhill. Our furniture arrived defective four months ago. The store doesn't seem to care. We notified the store, and they said they would schedule a technician to arrive. I called to confirm the visit because I received no confirmation call on the date scheduled and was waiting for a time window the day before the technician was scheduled to arrive. Turns out they accidentally canceled the technician visit and I had scheduled to take the day off from work. That was a terrible situation, and no one called to apologize. I called the headquarters customer service and they said they accidentally messed up, and that I should call the technician directly, so I did, and they sorted it out with Bassett. Then, the technician arrived and told me that the furniture should make a popping sound, that wasn't a defect. Luckily we had two of the same chair, so I was able to prove to the technician he was wrong. He said he wouldn't want to fix the issue because he may ruin the fabric. He does nothing, and concedes that the recliners do have issues because I was able to prove it because we have two of the same exact recliners. Please note that the technician does nothing when he arrives, it is to simply inspect the problem. The manager calls after I ping the store, and she apologizes for being away and not getting back to us. They of course they decide to "fix the parts" instead of replacement, and said if it doesn't work, they'd replace the defective recliner. Also, one of our recliners doesn't recline properly. They told us they are waiting for parts, and that gave me some hope that they would redeem themselves. However, since mid March, we haven't heard anything -- it has been an issue since January 20th, and it is now mid April. They do not respond or keep track of the issue, so I would recommend avoiding this store at all costs. If anyone from corporate is reading this, please know that we are not being treated well by your company or store. We also bought custom dining room chairs, which arrived with a weird chemical odor, which dissipated after a few weeks.

It is now the end of April, and the manager has reached out since the online review to apologize, and offer to resolve the issues, but nothing has happened. Since my last conversation with the store, 9 days have passed with no contact. We still have two defective recliners...

My experience at Bassett was incredible! My partner and I were shopping for furniture for our first home and basically starting from scratch. We wanted some nice core pieces for our home (dining, kitchen, living room and bedroom) and were willing to invest in these pieces if we found something we loved. After going to all the name brand popular furniture stores, I found myself disappointed that everything seemed to be made with wood veneer or cheap materials and still had high price tags. Enter Bassett - I was intrigued to pay them a visit after doing some research and learning that Bassett still makes solid wood furniture right here in the United States. They don’t have a ton of advertisements (at least that I’ve seen) or a great website so I think they’re easily overlooked. However, the furniture is sturdy and gorgeous and it’s made from real wood!! Yes, it’s expensive, but the quality of this furniture is worth it, plus catching it at a sale helps a lot, which is was we did! I really love how everything is customizable from the wood finish to the materials - fabric, leather, velvet, boucle, etc. etc. which results in a thoughtful, curated home!

Beyond the great quality of the furniture, my overall customer experience at Bassett was wonderful! My design consultant, Susan, is an incredible person who helped me choose beautiful wood, fabric and leather pairings for the furniture my partner and I ended up buying. I came back and forth to the store several times before landing on my final selections and Susan helped me narrow down my decisions each time. She never pressured me to buy anything or choose anything I was uncomfortable with. In fact, it was on my first visit there that she told me to wait for an upcoming sale - pretty unheard of these days. In between visits, she answered my questions and sent some mockups of what the end result would look like. She also let me take swatches home several times to make sure everything paired together nicely with the finishes in our new home. I describe myself as an indecisive person and Susan was very patient with me (especially because I changed my mind several times) and offered her expertise and recommendations when she saw I needed help, especially when it came to fabric selection on both color and quality/durability. I thought furniture buying was a very WYSIWYG type of purchase but at Bassett it was a process, which ensures we are getting exactly what we want! By the time we landed on our final decisions I was both excited for the furniture (which is going to be STUNNING) and sad that that moment marked the end of my design process with Susan. She’s really that great, guys! I also worked briefly with Donna in one of my unannounced visits when Susan was out and she was also great! Either way, you’ll be lucky to work with Susan or Donna. These ladies are patient, helpful, and end up pulling together great results. I’m really pleased with my experience here and recommend anyone who wants real quality furniture to come check...

We had a great experience at Bassett in Falls Church. We were furnishing a recently purchased condo. After trying many, many furniture stores at all price ranges over a weekend, we had the good fortune to meet Terri, who listened to our needs and preferences, reviewed our floor plan, and looked at photos to understand the color schemes. She showed us many options for our master bedroom, living room, and dining room. She provided very competent interior design planning, to coordinate style, color, and size into a well integrated plan. The furniture was of exceptional quality, but very reasonably priced. We expected a couple of months until delivery, but the entire purchase was ready in less than a month. All in all, it was a pleasant surprise to benefit from the exceptional competence and friendliness from Terri; and to be able to purchase such a well integrated suite of furniture for our new home. We came to realize how competent Bassett and Terri were in comparison to the many other...