ComplaintsforBel Furniture

• Initial Complaint

  01/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase in July 2023 as I got my new house and I wanted my furniture from bel. I bought a living rooms sale and a bed base. Along with a protection for the mechanism of the furniture. The furniture was defective and I informed the furniture store immediately. As of today no response, I have to fight they will not stand by their products. They won’t offer an option that will benefit me, just for them, they ignore me and won’t follow up. Also on the first claim for item damage send a crew to fix it and they made damages to my house and they again fail to be responsible. All I want is them to pick up the living room and refund my money. I don’t want to ever buy from them but I want some accountability!!

  Business response

  01/09/2024

  Hello

  Customer was contacted and given the response by Managers in a timely Matter. We Sent a Service tech and customer signed off stating that all was taken care of. Customer had a service tech Visit her home on August 19, 2023 customer did not report any damages until September 20th we informed the customer that we could unfortunately not charge a the technician property damage because it was not reported until a month later on 09/20/2023 any damages done by Bel should of been reported within 3 to 5 business days. We are not denying any service to customer she is still under warranty and we will definitely take care of any issues customer may be having with her Living room Set. I have attached a copy of the Service Tech paper work on 08/19 Signed by the customer stating that the service was completed 

  Thank you 

  Customer response

  01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I made several phone calls to report, I travel and I work and takes hours for a representative to be in the line this is not valid. They are using any tactic to not resolve the matter. They also make this lengthy so the warranty for me to return the item was voided. They don’t stand behind their product but I should accept them making damages to my house I have witnesses. I want my money back they can come and get their messed up furniture. They have the worst costumer service all my calls are recorded, I send text messages also when the damages happened. Prior to September, I also called the furniture store I got the items from everyone is aware. 
  
  Regards,
  
  
   
  

• Initial Complaint

  12/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Despite being a loyal customer of Bel Furniture in Sugarland TX for over 10 years and a buyer of goods from this store worth thousands of dollars they insist on deducting a silly admin charge. I ordered and paid for furniture worth thousands of dollars in May 2022. When I went to pick up my furniture from their warehouse in Katy some of the furniture (mirrors) were not available so I picked up a partial order. A day later I called to cancel the order for mirrors worth $300+ because of the delay. The store first refused to accept the cancellation of the order. Upon insisting that it was their fault they agreed to do a partial refund which I refused. To this day the refund matter remains unresolved despite many calls to the store manager and Store HQ. The mirrors were never collected and refund also not received. I consider this more a matter of principal and customer service than a money matter.

  Business response

  12/26/2022

    Dear Sir/Madam

    BBB Reference ******** Our Invoice *******

    In regard to the above customer, we inform that we have taken a decision to refund the amount to customer for the items NOT PICKED UP deducting 25 % of the value as Restocking Fee.

   The customer is advised to contact our Sugar Land showroom to get the refund through her Visa Credit Card

  Trust this resolves the issue once for all.
  

  Thank you

  BEL Team

  Customer response

  12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Thank you BBB for the action.  However as explained earlier Bel Furniture never handed me the already paid for goods because of a delay from their part. They are insisting on charging me a fee that is not fair because the stock never left their store.  They are the ones that should be paying me for the time spent arguing with them over a petty amount. If this were to happen with the neighborhood corner store I can assure you I wouldnt be having such issues and here we are with a large business insisting on stealing a petty amount from a 10 year loyal customer.  This attitude of theirs has got to change.  They should behave like a successful store they are or their customer base will grow thinner and thinner.  Stealing petty amounts from loyal customers in the name of "Restocking" doesn't do them any good.  
  
  Regards,
  
  
  Nadia and Jamal *******
  

  Business response

  01/19/2023

    Dear Sir/Madam
    BBB Reference ******** Our Invoice *******
  We are pleased to inform that our company has taken a decision to REFUND FULL AMOUNT TO CUSTOMER for the ITEMS NOT PICKED UP.  We have removed the Restocking fee though it was mentioned in our previous e mail that we needed to charge restocking fee because of cancellation of the items by customer.
  
  We are copying this e mail to our Sugar Land showroom also. The customer can reach out to them for getting the refund on her credit card presented at the time of payment.
  Trust this will resolve the issue once for all.
  Thanks
  
  Bel Team
  
  
  Thank you
  
   
   
  Raj ******
  28450 W Ten Blvd,
  Katy, TX 77494
  Tele : (832) 358-8899 X ***
  

  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased sofa set on line November 28, 2022 using product item number provided in the store for a taupe sofa set. ******* ********* ********* , December 3, 2022 we were delivered a Grey sofa set, immediately contacted customer service, advised them of error, said someone would get back to me. Monday, Dec. 5, 2022 - Received a call stating the error was corrected, they would be delivering correct furniture on Tuesday, December 13, 2022 and picking up the grey furniture. Tuesday, December 13, 2022 - they attempted to deliver the exact same grey furniture set, when speaking to customer service, they advised there was a taupe set offered but that the grey is the newer model. I explained I don't want grey I want taupe. After playing phone tag, they keep claiming we ordered the wrong furniture, we sent the pictures again, of furniture order vs,. received, they said, "Oh, yes, that is taupe, someone from the store will call you." . Since then, they have avoided our calls, wont' return voicemails, if they do pick up, they put me on hold for 15 + minutes and then disconnect me. All we want is for them to come get their furniture and refund us money.

  Business response

  12/19/2022

    Dear Sir/Madam

    BBB Reference ******** Our Invoice *******

    The customer bought the furniture items ONLINE and after verifying the correct number & the color.  The items were delivered to him but reasons unknown to us, he claims to have the different color ordered.

    In any way we have taken a decision to refund full amount to this customer through his credit card once the items are back to our Distribution center.

   We like to place on record that we have scheduled to pick up the merchandise on 12/21/2022 and once all items are received good, we will afford full refund.

   We are working with the customer to get the Living room set back and provide credit.

   Thanks

    BEL Team

  Customer response

  12/28/2022

  Complaint has been resolved, furniture was picked up and refund issued in full.  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 27th I bought a couch from Bel Furniture and picked up June 28th. When I got it home I noticed the sectional side had a slump in it and wasn't sturdy as if there was missing support underneath. The entire couch is firm like we like it but this one slumps and is uneven with the main piece. So i did the following: - Contacted the store back on June 28th and was told to contact the warranty we were coerced to purchase -The warranty service had us put in a ticket and wait -July 10th we got a response that they don't cover it until a year after and to recontact the store - July 13th, I contacted the store, and they directed me to corporate - I then proceeded to contact the corporate office and the store back and forth with ZERO resolution except to pay for repairs at least 20 times with a "we will get back to you". I talked to 4 different case managers at corporate and each one either hung up on me, refused to take my calls, or said they'd contact me back and didn't. They even told me they would tell the store to allow an exchange but when the store called me, they yet again offered for ME to pay $200 for repairs -Below you will see my consistent calling between June and October. I have even more screenshots of September - November calls where it was the same runaround. -It's ABSURD you would implement a 72-hour exchange policy but then give them the run around for 3 days until finally saying "its too late and you have to pay for repairs". THEY DIDNT EVEN OFFER TO FIX IT FOR FREE. I wanted an exchange because we noticed the couch structure was built poorly and did everything they asked within 72 hours. -This business is a SCAM, they made us purchase a warranty that's a scam. It's absolutely ridiculous to have company policies and not uphold them. I will continue to spread the word and leave ****** ******* to ensure customers know what lies you tell them.

  Business response

  12/13/2022

    Dear Sir/Madam

   BBB Reference ********  Our Invoice ********

    The customer bought furniture items on 06/27/2022 under above invoice.  The customer herself picked up the Sectional.

    Since we were not involved in the setting up, the customer must have set up wrongly causing an issue.

   At this moment we offered to customer that our company can pick up the part in question, repair professionally at our end and make a delivery at her residence with NO COST TO HER.

    Since yesterday we have called Twice but customer is not picking up our call.

   The customer needs to call our customer service at 832 358 8899 X 110 to schedule pick up furniture for repairs.

   Trust customer will call us quickly may be today.

   

   Thanks

   

   BEL Team

  Customer response

  12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

   

  The business has replied that I did not setup the furniture correctly. It's an already put together floor model so that is not a resolution. Also to point out of doesn't make sense that I put it together incorrectly yet you're going to offer repairs? Why would you need to offer repairs if it's just a setup mishap. The sectional goes together with no setup. The section on the left dips down 6 inches so setup has nothing to do with it. Also there was no talk of setup failure on any of our calls so the business is just inserting comments. This was my issue the entire time. There is no notes or cross communication from one call to the next or between store or corporate. I had to send the photos multiple times because they kept losing them. They are just providing a run around in hopes I go away and I will not until my issue is resolved. I made a claim within 72 hours for an exchange. They gave me the run around and still are to delay and not resolve the issue. I don't want repairs. If the sofa was built poorly a repair isn't the answer. I'm not sure why they can't simply follow their own guidelines. 

   

  
  Regards,
  
  
  

  
  

• Initial Complaint

  10/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This issue goes back several months. I have emailed, called, and exhausted other means to have this resolved. I bought a reclining black sectional couch, and when I opened it one of the upright inside the back cushion was either defective or poorly constructed and damaged in packing or upholstering. I have called been transferred, hung up on, voice-mail, emailed and not a single reply except an auto- reply that says they recieved my issue and would reach out to me but have not. You simply cannot sell defective/ damaged products and dodge customers. I have shopped at Bel for many years, furnished 3 homes using your products. * ** ****** **** ** ** ******* **** or I would have driven back to the warehouse and got it straight.

  Business response

  10/31/2022

    Dear Sir/Madam

    BBB Reference ******** *** ******* ******

    The customer bought furniture items under ******* ****** on 11/26/2021 and picked up the following items on 01/01/2022

   

     *********    **************** * *******

    We were unaware of any of the issues until she wrote back this weekend.  There are no notes whatsoever in our records.

    Now customer has moved to another state, which makes the Warranty void as per her signed agreement for purchase.

   The department is sending e mail to her by today evening.

    If she bought any ******** ******** she is at liberty to bring the issues to them to get the resolution quickly.
  

    Thanks

    BEL Team

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We are having issues with a delivery driver that broke the light fixtures in the hallway going upstairs. ****** ******* ****** This happened about 3 weeks ago, the store we purchased the order said they have nothing to do with this and directed us to the customer service, it has been an absolute nightmare dealing with the rude customer service rep which only seems to be one person, I have called numerous times and she either puts me on hold forever or she says the driver will call you, she has not made any attempt to help us out and its been such a headache dealing with Bel furniture regarding this. The light fixture is worth $50 and a check should've already been sent or at least they should've purchased the same light fixtures and fixed it themselves which they haven't done any, at this point I want a refund of this damage with all the headaches you guys have caused, I will not be purchasing from bel furniture again. terrible customer service!!!

  Business response

  10/24/2022

    Dear Sir/Madam

    BBB reference ********  Our Invoice  * ******

    The customer bought the furniture items under above invoice.  The customer informed us the damage to the light fixture which she assessed as  $ 50.00

   

    Our customer service manager tried to talk to customer and asked for the ***** ****** to take care of $ 50 but ***** ****** did not work out.  Here are the notes in our system:-

   

   The customer called about the damage light. I tried to ***** it to her but none of her numbers that are on file has *****. The customer got upset and called me out my name then hung up. she then called back and asked me was I the person she was just talking to when I said yes, she called me a stupid ***** and hung up again. *********.

   

  There is no explanation of customer using profanity while dealing with our manager.  We are trying to help her by resolving the issue, but such language will not  be professionally good and acceptable by anyone.  

   Please advise the customer that she can contact our showroom, and we will arrange payment of $ 50 to her by way of check as she does not have ***** account.

   

   Thanks

   

  BEL Team

   

   

   

  Business response

  10/31/2022

    Dear Sir/Madam,

  
    BBB reference ********  Our Invoice  * ******

  
    The customer bought the furniture items under above invoice.  The customer informed us the damage to the light fixture which she assessed as  $ 50.00

    The department has confirmed that ***** payment has been sent to the customer and now she has the compensation in place.

    Trust this has resolved the issue once for all.

   Thanks

   

   BEL Team

  Customer response

  11/02/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture in early May. It was delivered on May 19th. One of the four sofas had an obvious manufacture defect. The company agreed to replace the piece unfortunately they brought the wrong item to replace it with (June 21). They then told me they could not replace it because they had sold out of the item but that they would fix the item. It took them three more weeks working on item and brought it back unfixed but with five legs instead of four (August 13). I talked to the manager and gave him two options, give me a refund or fix the issue. He said he would have the item sent to the store, and then deliver it himself but has not called me back in over six weeks. Besides the items being defective they also slide across my floor, I want to add non-slip soles to the sofas, but can not do it until the issue is fixed. In the four months, I have been waiting my floor has been damaged because the company has failed to respond.

  Business response

  10/18/2022

    Dear Sir/Madam

     BBB reference ******** Our Invoice *********

   

    We refer to the above case reference # and pleased to inform that our San Antonio showroom talked to the customer and assured him that the company will exchange the so called defective piece later this week

   

  Trust this will resolve the issue once for all.

   

   Thanks

   BEL Team

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a living room set from Bel Furniture, along with their optional extended warranty. When the couches were a year old, some of the seams had unraveled, the armrest on the chair was coming apart, & one of the power recliners quit working. I filed a claim with the ******** *******, but now they won’t answer emails/phone calls. Bel is supposed to be replacing the couch or issuing a refund, but no one has called/emailed me back, & now no one will answer the phone at corporate. I need an answer!

  Business response

  09/29/2022

    The customer Leased out furniture from Progressive Leasing to whom we sold.  We are trying to contact the ******** company to look into the problem.

    It is basically direct deal by customer with ********************* but we will provide the support by taking up matter with *********  Is it possible for the customer to provide ******** complaint reference #.  That will really help.

  Customer response

  09/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 2021 I purchased a sectional sofa from Bel Furniture in Corpus Christi Texas. (not an option in your system so I chose the corporate in Houston). After 6 months, one recliner made a "popping" sound, much like a spring popping. Bel picked it up and I was told it would take a few days for them to repair and return. After several attempts to call for updates, I was told it had to go to Houston for repair. For another 3 weeks I made calls inquiring when they would return the repaired section, and was getting a run around - I left messages with no return calls, or was told they would call back and again, no return calls. When it was finally returned (they had it for a total of 4 weeks) they left the piece attached to the armrest at the warehouse, returned with it the next day but did not have the bolts to secure it, so it is loose. (said they would come back with bolts and never did) Sometime in late July I reached out again because the same recliner was now making another sound, more like wood (maybe the frame) that would pop when getting up from the seat. I called and was told it would need to go again to Houston and would take another 2 weeks. I asked for a replacement piece and was told that was not possible. In the last month I have left several messages for a pickup time and again, no call backs. Finally spoke to customer service a week ago and she said she would get a date for pickup and call back, buy once again, that didn't happen. Called today and was told I would need to pay $149 for them to pick it up. I said, "no, no, no, no!" and asked to speak with a manager. I just got off the phone with manager Veronica Flores, who said she would "see what they can do for me". I am beyond frustrated with them. In the meantime, the other recliner no longer works (electric) and the wedge piece is loose. I no longer wish to deal with their customer service and am requesting your help in getting a replacement piece.

  Business response

  09/05/2022

    Dear Sir/Madam

    BBB Reference #********  Our Reference ******

   Good Morning

    The customer bought furniture items under invoice ****** from our Showroom at SPID (Corpus Area).

   We confirm having serviced the Sectional previously .  Now customer has pointed out the issue again for which we have suggested to DROP OFF the merchandise at our SPI Location ( where she bought originally) WITHOUT ANY COST TO US.  They will get the sent to Corporate Center for repairs and it can be picked up from same showroom after repairs are carried out.  THIS ARRANGEMENT WILL BE TOTALLY FREE and there will not any charges.

   

  However if the customer wants the Corporate Office at Katy to pick up the merchandise for repairs, there will be a fee of $ 149. (If fact it is an out-of-pocket reimbursement as we need to pay to Delivery company for services). THIS AMOUNT INCLUDES THE DELIVERY OF REPAIRED MERCHANDISE BACK AT CUSTOMER'S HOUSE.

   

  We do not see any issues in this.  The customer has been given both of the options and she is at liberty to choose.

   

  At this point we suggest that customer needs to talk to Corporate Office at *** *** ****  @ 110  or 111  or 112 to schedule pick for quick action.

   

  Regards

   

  BEL Team.

  Customer response

  09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  I was never told that I could drop off the section at the store. The ONLY option I was given was to pay the $149 fee for it to be picked up. So saying I have the "liberty to choose" is completely false since I was only told I had to pay for the pickup. 

  Your company did not resolve the problem with the chair the first time it was taken AND KEPT FOR 4 WEEKS, so I WILL NOT pay for your incompetence in fixing the problem the first time.

  And i WILL NOT carry it to your store. You should be offering a free pickup simply for all of the issues that I have gone through. I don't care that you pay a delivery company for the pickup. I have been dealing with customer service in my business dealings for years and would never ask a customer to pay for something that clearly falls on my business' incompetence or negligence. 

  Also, you returned the section without the proper hardware to connect the back to the armrest so that is loose and flopping around. Another gross incompetence on your part. 

  I am saddened that you "do not see any issues in this". It is sad when a company takes money from a HARD WORKING person (I paid for it in cash), and does not back up the merchandise they sell. Not once has anyone ever even said they were sorry for the trouble this has caused me (being without a large portion of my sofa for a month). 

  
  Regards,
  

  Gloria ******* 
  
   

  
  

  Business response

  09/14/2022

      Dear Sir/Madam

  
    BBB Reference #******** Our Reference ******
  
    The customer bought furniture items under invoice ****** from our Showroom at SPID (Corpus Area).

  
    We have been able to talk to customer and scheduled pick up ON 09/21/2022 the items for repairs at NO COST TO CUSTOMER.  The items once get repaired will be delivered at her residence.
  
   We are working with customer to resolve the issue once for all.
  
  Regards
  
  BEL Team.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩