Bassett Furniture — Local services in Webster

Edited to add: I see the note left by Bassett, though this is untrue. We have spoken to managers multiple times with no help provided other than "Sorry!" Once they make a sale, they don't provide any support if customers have issues with their products. We were even asked if it was paid off or fiananced, and when I said it is fully paid for I was even more dismissed by their customer service employees.

We have been entirely unsatisfied with our experience at Bassett. We bought a sofa and chair in the fabric displayed on the floor, which was implied to us to not be considered a custom order. It turns out it is considered custom and instead of the 30 days they guarantee, it took us closer to 2 months to receive our furniture. It was sold to us with what was explained as an all inclusive lifetime waruntee, but less than two months later the fabric of the sofa had become extremely pilled and looked well used already. When we called about it we were informed that is excluded in the waruntee, were told repeatedly they had never heard of this issue, and only given a de-pilling tool to use. (Though the fact that they exclude this in the waruntee and offer a free tool suggests that this IS in fact a common issue). The furniture here appears to be of much lower quality than that of lower priced competitors and the company does not stand behind their products to ensure the are delivering quality furniture. We will definitely be shopping elsewhere...

I had an awful experience with this location this afternoon. When my husband and I entered the showroom, there were 4 employees sitting, but only one looked up and awkwardly said hi. After we walked into the 2nd room, we were eventually greeted with a hello by another woman who quickly walked by with stuff in her hands, but no one ever asked if they could help us. We found a couple of sets of furniture that we liked, but we had a few questions. We finally gave up the hope of asking an employee. I was quite disappointed with the employees. One girl was propped up against a wall and seemed to be scrolling on her phone, 2 other employees were on computers, and another seemed to be texting on her cell phone. Only 1 person was up walking around. As we exited, we walked by three of the people who were sitting, and not one of them acknowledged our presence. I cannot imagine returning...

Five star customer service from Shana! I went to the store multiple times to make sure I picked the sofa that was the most comfortable to me. Shana was extremely patient every time I stopped in to test out the different options and never once made me feel pressured or rushed. She put in a lot of time and effort to help me find a configuration that worked for my layout. Once I decided on a sofa she helped me pick out a fabric and suggested I take some samples home to see in my own lighting. She kept me informed the entire process from placing the order through delivery. I purchased the Beckham modular sofa in a custom fabric. I haven't had it long enough to give a full review but I absolutely loved the floor model and hope this one breaks in just like the one in the store. Since it's modular, the individual pieces move fairly easily if it's not placed directly...