Bassett Furniture

Sharon Keoni .Henthorn

Absolutely the best store anywhere! So happy with our purchases and the customer service we received. Some of the best quality pieces your money can buy and their designers are amazing and very helpful!

Jimmy Choo

Do yourself a favor and steer clear of this Bassett store in La Jolla and absolutely do not purchase an extended warranty as they will do everything they can not to cover defects. We purchased a sectional roughly 18 months ago along with an extended warranty. One of the springs in the middle section decompressed leaving a depression on the corner of that section right in the middle of the couch. When I called the La Jolla store I found their customer service appalling. The person fielding my request didn’t know how to handle the request and was very confused. They eventually asked me to send pictures of the damage, which were sent immediately. They never confirmed the pictures were received and I had to call the next day to ensure they got them. Again lots of confusion from the staff. Every interaction ended up with someone having to call me back and they always took incredibly long. After sending the pictures of the damage over it I didn’t hear from anyone for over a week. I ultimately had to call back in and share my disappointment there wasn’t more urgency. At this point they passed me on to possibly the worst manager I’ve ever had the displeasure of working with, her name is Stephanie. From the beginning she was rude, made many assumptions, and it would seem her idea of customer service is listening to Stephanie speak because she certainly doesn’t take the time to listen to you. One small but telling example is Stephanie would never announce who is speaking. She would leave voicemails without leaving her name so you wouldn’t know who to ask for when returning the phone call. On the last call I had with Stephanie I patiently listened to her update on the situation and Bassett’s perspective. When it came time for me to talk she quickly interrupted me. I asked if I could finish speaking as I was patient in listening to hear she said “no” and proceeded to talk over me. Ultimately what was communicated to me was the damage was not anything Bassett had experienced before so it was not covered by the warranty. I’ve had multiple experiences with couch, recliner, and mattress springs decompressing. I assumed the “quality” I was buying from Bassett would be immune to these issues but I was wrong. Now I’m being accused of doing egregious damage to a couch I spent over $4 K on. Does that even make sense? Anyone spending $4 K on a couch isn’t going to be irresponsible with it. They also told me since I moved out of the San Diego area after buying the couch that the warranty was voided as it was with the San Diego stores only. As you can see from the picture of the warranty there is no language that says the warranty is with Bassett San Diego only. According to Bassett, the extended warranty we paid $500 for is regional though I don’t see that holding up in our upcoming legal complaint as there is no language in the warranty that describes this. Just another example of Bassett La Jolla trying to take advantage of us. Finally, Stephanie conveyed to me that after talking with their team they concluded my couch was damaged in our move and because of that it was not covered by the warranty. I shared that this was an interesting perspective because my employer relocated us and our move was fully insured with any damage to our property fully reimbursed. We also moved over 6 months ago and if the damage was from the move we would have addressed it at the time. Again, Stephanie didn’t want to listen to me. Their minds were already made up on how the damage to our couch occurred. Conveniently it clearly says in the warranty that any damage from a move is excluded. So after enduring a terrible customer service experience, being blamed for the damage to my couch, and listening to Bassett state every single way the could absolve themselves of responsibility for a decompressed spring I’m only left to warn others and take every legal avenue necessary to address this situation.

Ellen Kappes

The Bassett Furniture in La Jolla is a beautiful store and when you go there, I highly recommend that you ask to work with their Design Coordinator, Amalia Menchaca. Amalia was attentive but very patient with my husband and me as we shopped for a new sofa sectional and ottoman for our family room. Amalia has a great design sense and took the time to first educate us about sectional style and cushion options. After showing her pictures of our newly remodeled kitchen/family room and our very specific measurement requirements, she was able to give us quotes at the “good”, “better”, “best” quality/price points. She never pushed us to decide or make a purchase on the spot. On multiple visits, Amalia spent a great deal of time helping us select fabrics. She brought out a wood sample that closely matched our kitchen island, a paint wheel with our wall paint color and rug samples so we could see them against the possible fabric choices. Her advise was invaluable in helping us come to a decision. If you are looking for excellent design help and personalized service when making your next furniture purchase, go visit Amalia at Bassett Furniture in La Jolla.

Janelle Nelson

The team was great in helping look at all the options and pick great fabric for the coordinating pillows. We had to have the delivery by a certain date and while they could not guarantee it, they pushed the order along and the delivery happened a week earlier than expected. Not to mention the the couch is well made and a great addition to our home.