Bassett Furniture

Jim Poore

Rochelle was great to work with and impressively knowledgeable about all things Bassett. She was very helpful in resolving a fabric issue and would not hesitate to return there for future furniture needs.

Joanne Brown

Rochelle Bennett at the Bassett Store in Victor, NY was our design consultant for our new den furniture. Her knowledge, expertise and creativity helpled us with our sectional, recliners, ottoman and rug. She was with us every step of the way. Most notably when our rug started shedding a few months after delivery she was with us again to help us with a replacement - after much due diligence on her part!! Rochelle deserves a PARADE in her honor for making this experience the best it could be for us!! She will be the reason we will be repeat customers - KUDOS to Bassett for having people like Rochelle!! Thank you soooo very much for all you do for your customers Rochelle!!

M

UPDATE: Per Bassett's response to my review, they requested I email customer care for assistance. I did. A week went by with no response, so I called their customer service #. The rep was unable to help me and said I had to deal with the store mgr (their response to this post was just B.S.). I again contacted the store mgr and he had me speak with the regional mgr. She PROMISED me she would refund my money (only 85%) that day. Many weeks went by and they STILL did not refund ANY of my money. Finally, I contacted the Attorney General's office to help me obtain my refund. I submitted all of my documentation and proof (photos), and the AG's office contacted Bassett on my behalf. Today (8/3/22), the store manager called me and said they have decided to refund my money and hopes there are "no hard feelings." I will NEVER shop at Bassett again and will dissuade anyone even THINKING about shopping there. Such a dishonest group of people!!! -------- We ordered a sectional with the leather "Sofia" in "Sand" color at the Victor, NY Bassett. It was delivered on 5/6/22; however, it was not the leather we had selected. The color was much lighter, felt like micro-suede (faux leather), and did not have the tonal or marbling look of the sample. I contacted my sales rep and told her we would not accept delivery, as it is not what was ordered. For seven weeks, we attempted to work with them to find something else. Unfortunately, Bassett does not have any other leather options that we like. We also requested, on numerous occasions, the original sample for comparison. The sales rep and the store manager, Nino, had repeatedly told us they no longer have our sample, as it was discontinued many months ago. In trying to help us find something else, our sales associate accidentally sent a photo of the leather sample we had ordered. A week later, I met with Nino to look at options again. At this meeting, Nino stated he was sorry the sectional did not turn out as I remembered, but the sectional was the leather I selected. I then showed him the photos (see below) of what I ordered and what I received. He first went silent, then agreed with the discrepancy. But he said we should focus on finding a new leather and sent me home with one more sample to try. I explained I was not a fan of this latest color, but will try. I also told him if we do not like it in the space, we will expect a full refund. He mentioned we would have to pay a 15% restocking fee. I told him we would not, as this is Bassett's fault. After this meeting, I stopped in Stickley's. In speaking with a salesperson there, I explained we had already purchased a sectional, but it did not work out. The salesperson immediately guessed it was from Bassett and said “Bassett will make furniture with a lesser quality product, then tell the customer they’re sorry the furniture did not turn out how they had hoped. This is their M.O.” That is exactly what they did/said to us! On the night of 6/26/22, I sent Nino an email requesting a full refund. The very next morning, Nino called and said he “was cleaning out his office and found the original sample.” Nino stated the leather is in fact what was ordered, as not all leathers are the same and the colors can be off a bit. I explained this is not my first rodeo. I’ve ordered leather furniture numerous times in the past and am well aware of the slight variations and/or imperfections (cows may have different markings, scratches, etc.), but this is not even close. Nino further stated we will not receive a full refund and must pay a 15% restocking fee. I told Nino it is blatantly apparent it is not the same leather. I should not be charged the restocking fee. He said the general manager would not allow it. It seems very convenient/suspicious he suddenly “found the sample” within hours of my email requesting a full refund. At this point, we don't have a sectional and they still have all of our money (thousands!). Based on their reputation in the industry, as well as our experience, stay away from Bassett, especially if you want a custom piece!!!

Susan Edwards

Michelle Nichols was my design consultant. The first time I messaged her for a consultation she got back to me within 24 hours. She was great to work with and I loved the designs she picked out. She picked out my couch and chair colors and materials. Helped me pick out 3 lamps 2 end tables, an entertainment center, an Ottoman, and a Credenza. Even when I called with other questions she was right there to help me. I am definitely in love with all this new furniture!