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.
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We are repeat customers, and it saddens me that this store has gone downhill. Our furniture arrived defective four months ago. The store doesn't 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 wasn't 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 wouldn't 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 doesn't work, they'd replace the defective recliner. Also, one of our recliners doesn't 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 haven't 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.
All USA
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 doesn't 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 wasn't 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 wouldn't 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 doesn't work, they'd replace the defective recliner. Also, one of our recliners doesn't 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 haven't 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.