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    Didriks

    4.0 (4 reviews)
    Open 10:00 am - 6:00 pm

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    5 months ago

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    Bassett Furniture

    Bassett Furniture

    (20 reviews)

    $$

    BEWARE! If there are any mistakes it will be your problem to resolve! They have ZERO customer…read moreservice and from what I've read this is the norm. I wish I'd read the reviews before purchasing. Mistakes happen and this is when a business shows it's true colors! Simply communicate and resolve the issue and everyone is happy. This is where Bassett fails! My entire furniture order was delayed because a rug pad was delivered to the wrong warehouse. I only found this out because I went to the store to check on my order. Delivery was finally scheduled, but no rug pad was delivered, and they delivered the wrong rug. This is where it where it went down hill. The delivery drivers left the wrong rug so I'd have something on the floor (by they way, the delivery guys were awesome!), and I was told by Bassett they would locate my rug and have it delivered to me. Fast forward three weeks, and ZERO communication from Bassett. This is not a custom rug and if they couldn't locate my missing rug they should have been able to send me a new one. But no, they did nothing so I finally asked that they cancel the rug and refund my money. No problem but I couldn't get my refund until their mistake rug was picked up. Again, you think no problem, but the shipping/scheduling people aren't responsive, trained, or interested in helping. So I wait and now I'm told I need to be available for a four hour window, so Bassett can fix their mistake. I did that, gave up three hours of my saturday, and no one showed up. To make matters worse, the shipping/scheduling people NEVER communicated as to why they never showed up, NEVER apologized and NEVER attempted to reschedule. So I called the Chestnut Hill store and spoke to Mikaela, the manager. She gave the party line and said she'd help to get the pick up arranged. I asked for an early morning appointment so I wouldn't have to wait around all day and when they didn't have anything available for over a week, I said I'd do my best to be flexible so they could pick up sooner and do you know what the manager said, she said "that means I have to call Aisha (shipping) again". You can't make this stuff up! They finally came to pick up the rug, I signed the form saying the rug was picked up and my money would be refunded. But guess what, a week later, NO REFUND! The store manager said it was once again my responsibility to resolve their problem and I needed to contact the store again in order to get my refund. This is INSANE! The customer service has been absolutely awful, I will say the designer I worked with in the store was great, as well as the delivery guys. I'm hoping the store manager is just new, because she not only didn't do anything, she didn't care about resolving the problem. This did not have to be a bad experience. I completely understand that mistakes happen and I have no problem waiting for a resolution. However in this case, they made no effort to resolve their mistake, provided NO communication, and made me responsible for resolving their mistake in order to get my refund. Still waiting for my refund including delivery, installation, and three year protection plan. Stay tuned!

    I had a wonderful time working with Irina in this store -- I spent many hours with her working out…read morethe details of my new furniture and she was wonderful -- she gets 10 stars. My issue comes into play after I placed my order. I moved from Boston to Tampa, Florida. I have a dog who is epileptic. I made it quite clear that I NEEDED my furniture delivered on or as close to October 15 as possible before I brought my dog down to my new home because I didn't want him to get over-excited. Because I needed this to happen, I placed my order in AUGUST, giving the company PLENTY of time to get my items to me. I also said that I couldn't take delivery of anything before October 15. The company delivered two rugs to the apartment before it was mine, a week before I moved in. When I arrived in Florida in October, I had to contact Bassett because no one had reached out to me about delivering my sofa. I was told that they only deliver to my area once a month and I missed the delivery by a few days. They told me I'd get my furniture on Nov. 26. After I explained my situation, the woman called me back the next day and said they could do Oct. 29. I had no choice but to accept this. I have since called the corporate offices at Bassett FOUR times over the past FIVE weeks and NO ONE has called me back despite promising to "escalate" my issue. Their customer service is absolutely HORRIBLE and I will NEVER shop there again because of it.

    Pottery Barn - Pottery Barn Tanner Coffee Table

    Pottery Barn

    (42 reviews)

    Another nice experience at Potterybarn last Saturday. The reason I am posting this update is that I…read moreused to avoid this store due to the lack of customer service I used to get there. They seem to have turned the store around as far as that goes, and I appreciate it!

    SHOCKED. I bought 3 marble top martini tables at pottery barn online. 1, the marble chopped, but…read moreI let it slide. Then another literally split in 1/2!!! I simply picked it up and the bottom 1/2 just fell off, almost injuring my foot. The responses: in the chestnut hill store, in person , rather curt & rudely: "we do NOT deal with online product purchases!" Wow, so rude in chestnut hill!! Ok, so I then called online customer service. MUCH MUCH nicer, but simply : " After 1 year, nothing I can do. I'm so very sorry, but whenever this comes up ( often) and I escalate this to help the customer, my supervisor never makes an exception. Again, I'm so sorry". At least the call center person was personally incredible , unlike the rude in person, chestnut hill clerk. Needless to say, I'll NEVER set foot in another pottery barn, Primarily because it's now clear to me that while they have awesome marketing , they have exceptionally poor quality and unlike so many other retailers who actually do care on a senior corporate level, they absolutely do not care as a clear matter of corporate policy. I'll take my $5,000 ish annual spending for gifts etc to a reputable company that has much better quality AND actually has a caring corporate policy regarding standing behind their merchandise.

    Didriks - kitchenandbath - Updated May 2026

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