Bassett Furniture

I ordered the Beckham sectional from this store—one I had previously owned from another Bassette store and absolutely loved. Unfortunately, this experience was the complete opposite.

First, there were significant delivery delays, and I had to constantly chase updates. The store manager repeatedly told me she would call back with new delivery dates, but never once followed through. This was during the Bassett cyber attack in the summer of 2024, so I initially gave them the benefit of the doubt. Even with that, the sectional still arrived a full month after the promised date.

When the Beckham sectional finally arrived, the quality was shockingly bad, easily the worst I’ve ever experienced with Bassett furniture. The cushions were extremely overfilled, stiff, and uncomfortable. They also don’t sit evenly: when you sit down, one side of the cushion sinks while the other side props up, making it feel like you’re constantly sliding or falling off. Since we previously owned the same Beckham sectional from a different store (and it was one of the most comfortable pieces we ever had), this was incredibly disappointing.

I contacted the manager after delivery to report the quality issues. She assured me she would follow up and “make it right.” She never did. It has now been a year, and the cushions are still uncomfortable, uneven, and poorly fitted.

On top of that, the salesperson who came to our home for design assistance showed zero creativity, and even the measurements she took were inaccurate.

All around, this was a frustrating, disappointing, and unprofessional experience. I regret purchasing from this store and would not recommend it to anyone.

Bassett offers great furniture, but what takes it from great to Stunning is the design that Elizabeth pulled together for me! She listened to what I wanted and what I needed for my home and made sure it was perfect for me and my family. She even made sure to find fabrics that would be super easy to clean so I don't have to worry about when life happens. I can't wait to have Elizabeth help with my next project!

I had the pleasure of working with Susana Dodd at Bassett Furniture and can’t say enough about her professionalism, warmth, and expertise. She was incredibly helpful through every step of the process—from design guidance to thoughtful follow-up—and made what could have been a stressful situation feel completely manageable.

While I had an unusual challenge with my order, I was beyond impressed with the way the team handled it. The level of care, communication, and professionalism they showed made it clear that this company truly values its customers. A special thank you as well to Brandi, the store manager, whose kindness and support did not go unnoticed.

Customer service like this is rare—and very appreciated. I will be a customer for many years to come and highly recommend Bassett Furniture.

Wow, Toni was excellent to work with. We visited the showroom a couple of weeks ago and worked with Toni, but didn't make a decision on the spot. Toni followed up recently and informed us that she had received new pieces that she thought would be exactly what we wanted, and she was 100% correct. Bassett Furniture is known for quality furnishings, so the build and quality of our purchase is what we expected. It sure is refreshing to work with such a genuine person like Toni who remembers every detail from our conversations to help curate the the right pieces to make our vision come to life.

Our experience shopping with Bassett was bad. We should all boycott bad behavior and reward the good. If the Sarasota store doesn't care about it's customers, I should hope that corporate would. All we heard was crickets.

We found and ordered what we hope will be a well made comfortable sectional sofa. The purchase part was easy. Sign the contract and pay. Delivery is where things went off the rails. After a few weeks for manufacturing we eventually we got a call from Bassett's delivery liaison. A date was set. We donated our current sectional to charity 1 day before delivery.

Bassett cancelled the delivery via voicemail, but did not rescheduled. By the time I called back, that too went to voicemail. I then sent an email. I heard nothing from their delivery contact for 5 days. I had sent a second email, then finally contacted my salesperson. She checked the calendar and informed me we were on for Oct 2nd. When the warehouse gal finally did email, she asked if we were OK with Oct 2nd. To me that meant Oct 2nd was only penciled in, not guaranteed. I replied yes, but never heard back. A day or two later I did receive confirmation from the actual delivery company.

Bassett had phone, text, and email at their disposal. I totally understand delays. What I don't understand is the total lack of professionalism used here. No "Out of Office" reply on emails, no "Closed due to the hurricane" message on the phones. Sales seemed to be working, they should have known the warehouse was closed, why didn't they followed up? These are their customers. Of course at that point I had paid in full so I guess that maybe signing new customers took precedence. Try watching TV on dining room chairs for a week. I know I would not have been employed very long in my job had I done business like this.

The sectional was delivered at the second appointment. The guys were fine and seemed to take care not to damage anything. It did look a little sloppy, but the delivery guy told me our design consultant was usually onsite to adjust things. That would have been nice, but true to form, that never happened.

Next came an email for me to rate the post sale follow-up. What follow-up? In the end I did get a call from the Sarasota store manager. I would have expected " We will try to do better" or " We are looking to add out of office and voice messaging". Instead, she was responding to my reviews but didn't say so until I directly asked her. She basically just repeated a list of excuses over and over. When I asked why, she threw out a refund of the delivery fee. Since money seemed their only care here, I feel like 10% would have been a proper we're sorry. Her offer felt like the least Bassett could do to make themselves feel better. The delivery gal was bad, but the guys who actually delivered the couch were the only folks during this whole process who acted in a professional manner.

Bassett put on a good act, until they had our money. After that it was probably the worst furniture buying experience I have had. If it wasn't a custom order, I would return it and never shop there again. I can buy 2-3 leather couches elsewhere for what I paid Basset.