Bassett Home Furnishings - Lone Tree, Colorado

Adrienne

A most unfortunate experience. We are returning customers after having purchased a couch and chairs several years ago. We were in the market for a new couch and so we went back to Bassett. We spent over 3 hours working with their designer (all of which were septuagenarians) who had to reference the dictionary-sized options book after every question because nothing is digital and she was clearly new. We finally placed our order for an $11,000 couch (plus shipping because apparently they can’t deliver for free even when you spend that much) and were informed it would arrive in 6 weeks. After about 5 weeks we got the call that the couch was ready to be delivered. The delivery service they contracted with was very nice, professional and did a great job getting the large couch into the living room. However, as they were setting it up and testing the recliners it became apparent that there was a mistake. We had ordered 4 recliners and there were only two seats that had recliners. I immediately called Bassett because I wasn’t going to sign for something that was incorrect and didn’t want the movers to leave. I was transferred twice and ultimately was given to their warehouse manager who told me to go ahead and write on the paperwork that it was the wrong couch but to sign for it and that he couldn’t do anything to help me because I have to ‘work with the designer.’ This was at noon. I called our designer twice and it went to voicemail twice. At about 5:30pm I finally received a call back from the designer asking me who had completed the paperwork when we bought the couch? “You did, you were the only person we dealt with the entire time until we paid.” She seemed confused and asked who drew the picture of the couch on the paperwork “You did, I watched you draw it myself along with my partner.” Again, she said seemed confused and claimed she hadn’t drawn the picture on the paperwork. She had. At this point I told her I was extremely disappointed and that we needed the couch corrected. She began to cry on the phone and said that she ‘talked with Nicole’ (whoever that is) and that in order to fix the couch it would cost $2800 more! She said that if she had the money herself she would pay for it herself because she is so upset. I told her that I would have to call her back after talking to my partner as, at that moment, I had nothing kind to say.

The next day my partner physically went to Bassett when they opened to discuss the matter in person, with a manager. Of course, there was no manager or owner available to speak with. The designer continued to state that she believed someone else had completed the paperwork (implying that the error was ours somehow) and that she had spoken with the OWNER and the owner said the best they could do was charge us $1500 additional to fix the couch. At this point my partner told them they either fix the $11,000 couch for free or they would have to refund us in full. Again, we had several interactions and not one time were we permitted to speak with a manager, owner, or upper level decision maker. Everything went through this ‘designer’ who had apparently only worked there for 6 months.

They chose to refund us in full.

I may not be a savvy business person but I have never in my life found a business that was willing to lose a repeat customer and $11,000, over a mistake that they made and $1,500. We had even been talking about saving up for one of their bedroom sets because we liked it. Even their account manager who had to conduct the refund had never heard of anything like this before and couldn’t understand what was happening.

I can’t recommend shopping here, which is very sad. We love supporting USA-made companies and we really loved the couch, but for $11,000 we needed it to be correct. Shop here at your own risk as you will spend quite a bit of time and money and they don’t stand behind their product nor are even willing to have their management speak with you to explain their certifiable behavior.

Kristina Marie

Very poor customer service....quite frankly the worst I've ever experienced. We came in today to buy an entire room full of furniture. We found 4 items we liked and wanted to look at our fabrics options. The customer service lady who was standing behind a desk not doing anything else or helping anyone else flat out refused to help us, even after my husband asked her. She very rudely said I was sick so she wouldn't help us. I'm not sick, like so many other people I have allergies-for a good 2 months twice a year. Been allergy tested...being treated by an allergist..doing allergy shots - so yeah, I know for sure. You'd think a woman in her upper 70s might have heard of ragweed. I guess Bassett Home furnishings thinks it is fine to descrínate against customers based on their medical conditions. I will never step foot in a Bassett furniture again. Make sure to check out the yelp reviews before going in

Rebecca Chopp

Pamela Marks is fantastic. She listens well, has an amazing eye, and is so experienced! We had a lot of furniture to purchase and we relied on her energy, patience and kindness. Plus she is downright fun! Absolutely a superstar.

Brandi Ohlson

Great experience! Kait was friendly, knowledgeable and professional. She showed us a few options that might suit our needs and then allowed us time to look around the store on our own. Kait helped us find the perfect sofa set for our reading nook. We will definitely shop at Bassett Furniture again!

Gwen Ross

Excellent experience with an amazing designer, Ms. Geri Cline ! Our connection was instantaneous. We love the furniture Ms. Cline helped us to choose and can hardly wait to see it in our home. Thank you so very much, Geri!

Mike Mendes

This is a premium furniture store. If you're looking for reasonable prices, don't bother to stop here. A simple two sided sectional was almost $12,000 - ON SALE! And styles were pretty old fashioned, as was the staff. Judging by the parking lot full of Mercedes, Audi's and Lexus', they are making a mighty fine living!
(We were the only ones there, so had to be staff cars.) We got a complete tour and history of the company, even though we didn't ask for it. Frankly, we couldn't get out of there fast enough!

Colleen Brisben

We had a wonderful first experience with Bassett Furniture. Cynthia was very helpful with design advice and selecting fabrics that would be less likely to be back ordered. She did an excellent job keeping us updated on the status of our order. We would definitely choose to purchase from Bassett with Cynthia again!

Arielle Collins

Very nice showroom. Quality products, and helpful staff. Definitely not cheap. Things are in the $$$ range, but the quality and versatility of the products I'm interested in (sofa) makes me think it's worth it.