Bassett Home Furnishings, Tucson AZ

Horrible customer service. I spent $6000 on a sectional and chair. I was told it would take up to 12 weeks to complete. About two weeks after I ordered, I realized I needed the orientation of the sectional to change. I called and was told it was likely too late but they would “see what they could do” and call me back. No one ever called. I left messages and got no call back. After the 12 weeks passed I contacted them to see where the couch was and was told they hadn’t even started construction of my couch yet and blamed Covid. So, why couldn’t I get the orientation changed again? Fast forward. It’s now been almost 5 months, no couch. No one has called me to update me and my calls go unanswered. HORRIBLE COMPANY.

I was happy with the customer service provided by Dietrick at first, but now that we need help and the order has been delivered, we haven’t heard a peep from Dietrick. The very expensive sectional we custom ordered was delivered on 12/19/19 with defects of the sofa feet, sofa cushion seams are uneven and the back pillows have all been sewn on crooked. I told the delivery drivers and they took pictures of some defects. I spoke with Erin Moreno of the Tucson store and she told me they would send someone out to repair the defects. It has been 2 months and nothing. I reached out to Dietrick and Erin and they don't respond. I finally got ahold of Erin and she told me that once the furniture is delivered that they have nothing to do with it. NOTHING TO DO WITH IT? We spent $8000 at this store and this is how we are treated.

I will NEVER purchase or recommend Basset furniture to anyone.
Basset does not accept returns on custom orders so we are screwed.
I should have read the BBB reviews on service and repairs.

I’ve called and emailed Bassett customer service in Virginia and they haven’t been very helpful yet, however they said the pictures I sent them of the crooked back cushions need to be sent to the factory where the sofa was made because the crooked cushions can't be fixed by furniture craftsman.

I wouldn't be so upset if the store employees cared about getting the sectional fixed properly, but instead they are avoiding me because as Erin basically stated it is not their problem.

You are wasting your money if you purchase furniture from Bassett Furniture Store in Tucson.

Kerry is terrific, knows the store's merchandise well and uber helpful.

Huge, gorgeous store full of customizable furniture as well as lamps and wall art. Really nice design consultants who aren't pushy. They really seem to want to help you find the pieces you will love. They can do makeovers at this location. Linda is great. In the center of the parking lot in front of Home Depot.