Bassett Furniture

"Susan's professionalism and patience left a lasting impression, showcasing a deep understanding of your needs. Your gratitude towards Susan reflects positively on the exceptional service provided. Thank you for acknowledging the impact of her assistance."

"The showroom on Leesburg Pike is bright and beautiful! I worked with Susan B. there, and she was masterful in helping me select an area rug and some furniture pieces that tied my whole room together! I was able to see a floor plan of what it would look like all together and I couldn’t be more delighted! Thank you, Susan!"

"Incredibly pushy sales people from the moment we walked in. It's a small store, give us literally 3 minutes to collect our thoughts and try out couches at our speed. I get that you all are trying to close a sale but pestering customers who are just browsing is not the way to do it."

"Give me something to complain about and I WILL!!! No complaints here. I recently purchased a desk from this location. Emlyn was very helpful. She warned me that it may be up to 6 weeks for delivery, but it arrived in 2 1/2 weeks. Delivery people were nice & on time. End to end stress free process. And the desk is BEAUTIFUL, I love it. Thanks Bassett, thanks Emlyn, thanks Google."

"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."