Bassett Furniture Industries, Inc. Customer Service Issues

On April 8, [redacted], we bought two Bedford recliners and they arrived damaged on May 2. The power cord wires were cut, and the delivery team took pictures of the damage before leaving the replacements and damaged chairs at our place. Despite being told we would be contacted on the same day, no one reached out. I called Newington on May 3 and spoke with Ashley, who mentioned that Rachel, the salesperson, would follow up. Disappointingly, Rachel never contacted us. Inconsistently, an email was supposedly sent stating parts were ordered but never reached me, prompting me to request Bassett to track it down. After speaking with Audrey, a store manager, on May 6, expressing my dissatisfaction and setting a deadline for the part's delivery, I have not heard from her or received any resolution as of May 9. We paid $4,[redacted] for the recliners, and I demand appropriate compensation for the inconvenience and poor service. I insist on a refund of the $[redacted] paid to Wells Fargo if the issue persists. Kindly contact me at [redacted] directly, avoiding any staff from Newington.

I purchased a couch on 9/29/19, but I quickly became dissatisfied with the fabric quality. Despite informing the salesperson, Jake Stantliff, about the importance of a dog-friendly fabric, the material started pilling within two months. After numerous attempts to address the issue, Betty Veevers reached out but the proposed solution of a new cushion didn't address the problem. I believe getting a new couch, having it re-upholstered, or receiving a full refund are the only acceptable resolutions. I expected higher quality fabric from Bassett and feel let down. I hope to speak with someone of higher authority than Betty Veevers soon to find a suitable solution. The situation has been ongoing since the couch delivery in November, with my initial complaint raised in January. Thank you.

Dear Bassett, I recently purchased a sofa and 2 chairs from your store, spending almost $12,[redacted]. However, I have been experiencing issues with the furniture since the beginning. The sofa came with the wrong legs initially and later on, it was noted that the seats next to the arms on the sofa and both chairs collapse when sat on. Despite contacting customer service and having technicians come out, the problem persists. I specifically opted for extra firm cushions to avoid such issues. After multiple visits, the technicians have only identified it as a cushion problem, which I disagree with. I was then offered to purchase extra firm cushions for the chairs, even though I was informed during the purchase that they only came one way. I am disappointed with the lack of a solution provided by your customer service team. I have great faith in Bassett's reputation for quality products and customer service, and I now urge you to stand behind your product and find a suitable resolution for the sinking/collapsing issue I am facing with my sofa and chairs. I appreciate your prompt attention to this matter. Thank you, Nancy F.