Bassett Home Furnishings

Category:	Furniture Store
Address:	7505 Leesburg Pike, Falls Church, VA 22043, USA
Phone:	+1 703-790-0374
Site:	bassettfurniture.com
Rating:	3.1
Working:	10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 10AM–8PM 12–6PM

Location

Photos 14

Reviews 4

Steve S

BUYER BEWARE I am a repeat, repeat, repeat customer of Bassett Furniture of Falls Church. In the past months, I have furnished my new home with Bassett Furniture. Our salesperson was Sheila. Sheila was our salesperson by default as we knew what we wanted going in there and she was the only one available when in store. Her service in store was lacking as she struggled to identify the fabrics located on the front of the Bassett magazine cover. Fast forward, I go into Bassett today and I greet Sheila as she is at the front desk. Sheila doesnt recognize me but I say, Hey Sheila, we love the beds and furniture but this bedding doesnt fit our expectations on the look and I would like to return it. She looks at me puzzled and doesnt remember who I am. She then says, I cant return this. I said, why? Its unused and I just bought it from you. She says, Im sorry I cant return it (without any justification). I said, Sheila, I just bought thousands of dollars of merchandise from you (and you as my salesperson) why cant I return this bedding. Sheilas colleague (working the cashier desk) says, Im sorry we cant return bedding. I ask to speak to the manager who says, "Jon is not working today, you will have to come back tomorrow." I say, its a Sunday, tomorrow is a work day, I dont have time to come back and would like to accomplish this today. She says Im sorry. I ask if she can call Jon. After feeling like pulling teeth, I get her to call Jon. Sheila standing in the background goes to calls Jon. After a minute, Sheila comes back and says they cannot return it due to "sanitation issues." Sheila can not explain what sanitation issues means because the bedding is unused. At this point, Sheila says "I am going to excuse myself goodbye." At this point, I speak with two other salespersons that are listening to the side of the front desk as this return is the best thing happening at the store right now. They both speak with me and agree with my points, which are: Point 1: I just purchased this bedding and its unused. Point 2: Go on Bassett website and there is no fine print for return policy, thus the customer is not informed of the return policy and shouldnt question that returning bedding is an issue. (I was informed that buying the custom furniture/bedding cant be returned but not the bedding). Nothing on the receipt nor informed by the salesperson of the bedding, that it can not be returned. After reiterating my points again without it going anywhere, I ask the woman at the cashier desk, to call Jon so I can speak with him. After she refusing and I continue to make my points, she agrees to call Jon. After speaking with Jon, he states that he cant return the bedding for a refund due to sanitation issues (Which still has not been explained to me as I explained to Jon that any business could deny a return based on sanitation issues or making allegations that the clothing appears worn, or the bag of food appears to be opened etc). Jon says he would return the bedding for store credit. I warn all of you so that something like this does not happen to you and that this business welcomes you warmly when you are looking to purchase but treats you like dirt even after being a returning customer looking to return unused bedding.

M H

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 doesnt 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 wasnt 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 wouldnt 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 doesnt work, theyd replace the defective recliner. Also, one of our recliners doesnt 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 havent 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 since January.

John Loring

The sales process was fine and I liked their merchandise, so I placed a $9,000 order and paid in full. Since then Bassett has failed to keep two appointments for delivery. Each time I called and was told that delivery was never scheduled. When I asked for a refund, I was told that only the store manager can authorize a refund and that he is not available. I tried calling their corporate office and was told that I can only deal with the store. If you care at all about post-sales customer service or delivery schedules, stay away from Bassett.

Del Carmen Baja

Im in search of furniture store and like to read reviews before I go to a store I FIND IT strange that Basset only acknowledges the ok reviews & not the ones that have issues. Dont trust a store that does not take the time to validate a customer with a problem. Will continue to search for a furniture store, passing this one by for lack of customer help!!!!