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July 2023 by Garland Alvey
I can only hope you have checked google reviews and consumer affairs. Avoid this company at all costs. They sell you on "quality" and "custom" furniture which in less than a couple years of use you will see is a lie. Entire experience with this company was unpleasant from ordering in store to interacting with warranty service team. They essentially call you a liar when you claim that a 2 year old sofa shouldn't look like a run down dilapidated piece of junk. It's normal wear and tear and I will have to pay more to have "fill" sent to my house. The tech pretended to teach me that it's normal for a back of a couch to be a thin layer of cloth of sharp wooden railing, and that all I need to do is fluff our completely flat back cushions up by hand.
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May 2023 by Tyler Montgomery
We've had an unmatched experience with Bassett and this Short Pump store, purchasing our bedroom, living room, and dining room furniture through them, mostly in the Benchmade line. The purchase experience was phenomenal, with the showroom folks helping us pick out fabrics for our swivel/rocker chairs (that we love!). The furniture is exactly what you paid for: well made, beautiful, life-long quality. Most impressive, however, is the service four years AFTER purchase when our Benchmade dining room table leg split into two pieces randomly. Bassett stood by its product, shipping us a new leg, free of charge, four years after purchase! Then, to add some icing on such rare service, Sheila Jones at the Short Pump store had them UPS the leg right to our door. In an era when warranty claims and customer service are often hard to come by, Bassett has been a shining example of a company doing things right. You get what you pay for with Bassett, and it is worth every cent.
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April 2023 by Jenny Place
Purchased my 3rd, 4th and 5th Bassett couches/chairs from the Short Pump store in Feb 2022. A sales associate placed our order for us in store. The stain of the legs on our chair do not march the legs on our 2 sofas. Apparently the associate was also unaware that our couches would come with throw pillows and had us order pillows separately. I now have 4 pillows in the closet. Lastly, we sat on the cushions in the store that we wanted. The associate apparently had no idea what those cushions were in store, because what they told us they were/ordered was not what we sat on. I held off leaving a review despite all those associate errors. However, the quality of the two couches is nothing like the quality of my previous 2 Bassett couches and this has led me to leave a negative review. The upholstery is pilling everywhere after just over 1 year despite being a performance fabric. I can safely say that I will not purchase from Basset again as their staff are not knowledgeable on their own products and the quality of the furniture is no longer what it once was. Spend your money elsewhere.
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September 2022 by Kelly W.
Bassett Furniture is always the highest level of quality, so when we moved into a new home we knew we wanted another Bassett sofa and chairs. Kristin Johnson was so amazing to work with- she was not pushy and she was so patient. She made what I expected to be a stressful, decision-making process completely stress-free. I'm excited for our new furniture but I just wanted to emphasize how wonderful Kristin was!
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March 2022 by Melinda B.
Sue Gibson-Keller is a delight to work with. She easily helped with an additional item needed to complete our dining room. Recommended.
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February 2022 by Brooke Payne
Don't shop at Bassett if you're looking for quality. I bought a custom sectional from Bassett back in June of 2020. I paid about an additional $1,500 for their "high-performance" fabric to be used on this sectional. I originally reached out to Bassett (April 2021) when I noticed the fabric was snagging where ever it was pilling (showing the poor quality of it). Their response was that pilling is not covered under their warranty, so they politely told me to kick rocks. Now, just a year and a half into owning this "high-performance" fabric, I have found tears at seams in the cushions and a couple of holes. When I contacted them about this, they told me this fabric was discontinued (hmm, I wonder why...), so instead, they offered to refer me to someone that I could PAY to come out and fix the tearing. I haven't even paid this thing off and it belongs in the garbage.
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January 2022 by C M.
Ordered a dining room table from Bassett in October and received an order confirmation, 3 months go by and not an update on the order. I called the store and come to find out the table is no longer available. I had waited all this time and no notification, who knows how much longer would of gone by or if they ever would have let me know that the table wasn't available and I was waiting the whole time. The tables they suggested were significantly higher in price and I would have to wait another who knows how long for it to be delivered. Awful customer experience, will not be back.
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November 2021 by B Legrand
After purchase assistance via the store with Kim, Sheila and Doug has been awesome! We will never shop anywhere else for furniture.The buying process was easy but had an issue with the wrong nightstands being ordered as well as the wrong size of drawer pulls for the top drawers in all pieces. It was corrected immediately however and without issues, so again, great service.
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June 2021 by Sarah Carr
Do not buy the protection plan - it is not worth it. It does not cover anything worthwhile.The sales team is very pushy. I felt pressured into making a choice before i was ready. I regret my purchase.
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March 2021 by Sarah Wetters
I would never suggest Bassett furniture. We spent nearly $6k on a couch, a chaise lounge, and ottoman and they are terrible quality. We've had these items for only a year and a half and the cushions are sagging and the back pillows are lumpy and also sagging. Not to mention how bad the fabric is pilling. These furnishings look down right awful. I have been in contact with them since December about the issue. They finally agreed to only replace the bottom cushions since it was *slightly* over a year. During this time we had to relocate to Texas and now they refuse to pay shipping to have them sent even though it took so long for them to come to this conclusion and manufacture and send the items. Worst customer service I've received especially for items we spent so much money on. Do yourself a favor and go somewhere else.Edit: I am happy that they have finally agreed to pay shipping but that does not change the quality of the furniture.
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February 2021 by Anna Rippy
Let me start off by saying I have never written a review before; however, I am so disappointed in the quality of the sectional we purchased that every night when I sit on my sofa I feel so annoyed and upset that I ever made this purchase. I purchased only a year and a half ago a very expensive sofa (for me at least) and in the short time I have owned the couch the back cushion is separating from the back of the couch, the fabric is pilling all over to the point it is so scratchy I have to put a blanket over the couch in order to sit without it scratching me, the cushions have sagged so much that I have to use multiple throw pillows to support my back and seat and the padding on the armrest has all shifted and is not only uncomfortable but also unsightly. Truthfully, I have a $400 couch from IKEA that I purchased 6 years ago and it has held up better and is more comfortable than this $3500 sofa I purchased. We also bought the extended warranty on the couch, only to realize that ALL of the issues we are having are excluded. This is so disappointing that I thought I was making an investment in a quality piece of furniture only to realize it is no more than an overpriced piece I could have purchased from IKEA or Ashley Furniture for at least $2500 less.
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December 2020 by Kennedy Abdela
Quality products with an option of custom design. We'd a great experience with Charles, a very nice design consultant.
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July 2020 by Alicia Saunders
My husband and I bought a leather sofa and two chairs from this store that looked amazing in store. Problem is, we have scheduled delivery 3 times and all three times, no one showed. First time, we got a call at 5:00 the light before saying the delivery would be cancelled for the next day and no idea when they could deliver. Fine. They said I could expect a call on Monday the next week to reschedule. No call. I called and had it scheduled for the following Saturday since they said they could not schedule delivery for this week. Still inconvenient but ok. I did not receive a call to confirm delivery that Friday before so I called the store and was rudely told to expect a robo call by 8:00 that night and to call at 10:00 when the store opens on Saturday if not. Well, I did not receive that call. I called at 10 on Saturday and it took three calls on Saturday for them to say oops, we forgot to put you on our manifest for delivery so you slipped through the cracks when we called the customers last night to say delivery would be cancelled for today. Now I’m mad. They said they would deliver with what’s convenient for my schedule so i said Wednesday afternoon and Patrick, the manager, said they would make that work but he’d call me on Monday. No call on Monday. I call and get ahold of Sue. She said Wednesday delivery is not possible but they’d be here Thursday morning (today) instead. I called yesterday to confirm and they said yes, expect them at 8 this morning and I’ll get a robo call that night. I received no robo call to confirm again last night and they never showed this morning. This is not a way to run business. I was even offered a refund for the delivery fee but we never received it. So disappointed. We had a whole house to furnish but they will not be getting our business again until they figure out some standard business practices.
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June 2020 by Wendy Ragland
I have purchased from Bassett before and had a great experience furnishing most of my den and kitchen. Recently I ordered a rug and enjoyed working with my salesperson. Once I realized the rug would not fit the area too well, I called and tried to cancel the rug. I was told that it had already shipped and that they couldn't cancel it but I could return once it arrived. After not one single email or call, I arrived home to find this huge rug dumped. I would never have been able to bring the rug into my house alone on top of not expecting it. If it had been one day later, I would have been on vacation no one to bring it in for a week. I called and the store manager Patrick picked it up and he promised me that he'd take care of it and I'd be credited on my credit account. I assumed he had taken care of it, until I got a finance charge for not paying. I have made SEVERAL attempts to get the credit taken care of. Worst service from this manager. No phone calls and no credit to my account after a month since he picked up this rug. He has never called me to get this straight. I know the salesperson has attempted to get him to help. I have no other option that to make this review and hope Bassett fixes this problem immediately. I will be reaching out to corporate as well. All I ask is that they refund me the rug and the finance charges.
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February 2020 by Carol watson
Just bought two recliners from Sue Gibson-Keller at your Short Pump store in Glen Allen.
