BASSETT FURNITURE DIRECT

The day-in and day-out dealings were horrible. The quality of the furniture was good and we looked at several stores before finding the set we loved. Once we left the store it took a month to get everything to us. There was a comedy of errors along the way. Their in-store personnel were helpful and not pushy which we liked. They were going to offer us free box springs while we were there but that was before all of the craziness happened. They were going to give us a $200 store credit which was great because we found a nice dinning room table. Everything with the in-store experience was great, it was the other dealings where there was a problem. The sales girl was out sick and there was a lot of mis-communication with the store and the delivery center. The distribution center where the mattress come from shut down the entire week of Thanksgiving. We ended up canceling the order for the mattress and box springs and went across the street to a competitor and purchased them and they were delivered in three days. They were also the exact same model. We kept hearing things would be delivered in a couple of days, then a couple of weeks, and then a month. They did compensate us however.

I ordered a tufted upholstered headboard and rails on October 3rd, 2011. I had a very nice sales lady named Susan, who made me double check my order and initial it to make sure it was correct. When the bed was delivered on October 28th I was not home and my husband accepted the delivery and the delivery guys set the bed up. When I returned home they had delivered the wrog style of head board. It was plain and not tufted but the fabric was correct. I immediately called my sales representitive and she told me that someone would call me back regarding the headboard. No one returned my call all weekend. On October 31st I went to the store to inquire see my sales representitive, and she was suprised no one had called and she just said that I will tell them to call you. I told her that I really do not like this bed at all, the way it looks is not what I ordered and I want to send it back.She said it wasn't possible because it was special order but they will get me a new headboard. FInally the following day a customer service rep called named Lisa from Bassett and she said she would have a new insert ordered. I would have thought that they would have put a rush order on it since it was their mistake that it was the wrong order, but they did not. I did not get a call from Lisa until November 22nd telling me they wanted to set up a delivery time in 2 weeks! She stated it was because the service tech was on vacation. At the time I did not realize that they really didn't order me a new headboard they only ordered me a new insert for the headboard in which that meant someone had to come to my couse and replace the insert. I did not learn this until the day before the delivery when I was questioning Lisa about what was really ordered that she said that she didn't know if it would work or not because her tech had never had to replace an insert before so this would be the first time. I asked what was going to happen if this didn't work, beacuse at this point I was so frustrated with getting the run around from the store, and she told me I was being negative. I told her how could I not be after the experience I had with the store and dealing with a manager that was so unprofessional that would not even call me back to discuss my order. To top it all off the sales representitive called me a week before my bed was delivered and asked me how my bed was and if it was beautiful. I told her that obviously she isn't communicating with her colleagues because I don't even have the bed yet. Finally when delivery day came, the tech decided to use my bed as his workbench and laid the headboard on top of the bed and started removing all the staples from the back to remove the fabric and unscrew the insert and replace it with the new one. It took him 11/2 hrs to do this wtih 2 delivery guys standing around watching. It was such a bad experience for me that I will never go back there and shop for anything. Once you buy something, the sales rep will forget about you and it will all fall on the customer service rep. I feel this could have been handled much better in a more professional manner by all parties. I am especially disappointed in the manager of this store that she did not step and return my call and find out what was going on. On a final note my husband did call the corporate office of Bassett to make a compalint but they never responded back to us. I guess you can say that unprofessionalism starts from the top so what can you expect from the employees.

The shopping experience was very nice. Our salesperson, Tamara did a great job. Upon delivery of the items we ordered, the delivery/installer guys realized they did not have the footboard nor did they have the correct size platform for the bed. The headboard and platform boxes did not match-up. Not having any place to sleep while these problems got fixed, we had to put the mattress on the oversized platform and block off the open end so our cats would not climb in. Calling the store for a fix too a weeks worth of calling and waiting with no one ever returning our calls. Our salesperson was out sick and the receptionist was no help at all, seemingly never giving anyone our messages. Finally, we got some answers once we called the main Customer Service line at the corporate headquarters. Once our salesperson came back we got the whole thing straigtened out. We finally got our full order and the set looks awesome. All in all, our salesperson, Tamara was great, the receptionist at this particular store was not and we are finally happy with our new bedroom suit.

The bedroom furniture we purchased was good value. The salesperson was experienced and helped us decide which one best fit our needs.

Shelia Kesler and Michael Knight were incredibly nice and professional to work with. Their presentation addressed all the points we had laid out in our conversation. They created an excellent concept and we were so pleased with the result we purchased the entire plan from the Bassett collection.

DELIVERED PRETTY MUCH ON TIME, AND RESPONDED TO A PROBLEM WITH A NIGHTSTAND VERY PROMPTLY. VERY HAPPY WITH PURCHASE.

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