Complaints

This profile includes complaints for Bel Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bel Furniture

  Houston, TX 77042

• 

  Bel Furniture

  20424 Highway 59 North Humble, TX 77338

• 

  Bel Furniture

  7301 Clarewood Houston, TX 77036

• 

  Bel Furniture

  10516 Old Katy Road Houston, TX 77043

• 

  Bel Furniture

  15861 I-45 North Houston, TX 77090

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/21/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/19/2025, I purchased 4 chairs from Bel Furniture. The purchase was made online. I used one of my cards from ********* Bank, just like I have done in the past. I still have not received the chairs, in addition, I was charged the amount of the chairs to the wrong account. I have tried to contact Bel Furniture Corporate Office Accounting Department but they do not answer the phone and I cannot leave a voice mail due to their voice mail being full. I contacted their customer service department and they kept me on hold for over 30 minutes and I just had to hang up. On 02/21/22, I contacted their customer service dept again and after waiting for another 30 minutes, representative Jackie answer and transferred me to another person. This person was rude and kept me holding for almost an hour so I just hung up. All I want is for them to rectify their error and charge the chairs to the correct account. I have not received the chairs and they already charged me.

  Business Response

  Date: 02/22/2025

  HELLO

  CUSTOMER WAS SPOKEN TO AND HAS RECEIEVED A FULL REFUND

  THANK YOU

  Customer Answer

  Date: 02/24/2025

  [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

  Date:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought 2 recliner chairs at Bel Furniture on Friday the 3rd of January. The Chairs were paid at the store and delivered on Tuesday the 7th January. On Thursday the 9th of January, while getting up from one of the chairs, the arm broke of with sharp edges and nails sticking out. I tried reaching somebody at the store, no one answered the call. Then on Friday the 10th I finally got someone from customer service, they offered me an replacement. Due to the fact that our trust into this chair was gone, i requested the pickup of both chairs. They told me I had to pay 25% restocking fee and an additional delivery cost of 160$. I again went to the store to clarify the circumstances and that I was not confirm with the options they now offered. The employees at the store could not help me further. I then contacted corperate and they told me I would only have to pay the restocking fee of 25%, which I accepted. I again went to the store to set up the pickup on the Friday the 24th of January, in the store again they told me I had to pay the delivery costs of 160$, which I declined. I guess they called corperate again. Then on Tuesday the 28th of January, the two chairs were picked up, no complains. Since on Friday the 31st of January, there was still no refund, I went back to the store. There they scanned my debit card and told me the money (550.68$) would be on my account by 24 hours. On Saturday the 1st of February, I saw a pending refund from Bel on my account. Since no money was on the account till Tuesday the 4th of February, I went to the store again. There I was told that they transferred the money and it was an issue with my bank (Bank of America). I then called the bank and was told that Bel Furniture cancelled the payment. After I am done in the office, I´ll go back to Bel again to try to solve the problem.

  Business Response

  Date: 02/06/2025

  HELLO

  CUSTOMER WAS REFUNDED ON JAN 31ST CUSTOMER WAS CHARGED THE 25% CANCELLEATION FEE AS PER THE POLICY CUSTOMER SIGNED BUT REFUND HAS BEEN ISSUED AND CUSTOMER CAN TAKE A COPY OF REFUND TO BANK IF NEEDED TO CHECK WHERE HIS REFUND STANDS BUT ON OUR END THE MONEY WAS ISSUED BACK AND THE RESTOCKING FEE AS PER THE POLICY SIGNED WAS KEPT 

  THANK YOU 

  Customer Answer

  Date: 02/12/2025

  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.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Due to the fact that the money was first paid by BEL after you filed my complaint with BEL, feels to me that they tried to get around the payment to me. Further I want back all of my money for all the time and trouble they caused me getting at least this far. This whole situation does not look and feel like it should if they want to do sincere business, this feels and looks more like fraud to me and I am thinking of getting a lawyer to settle this issue.
  

  With Kind Regards,

   

  Tobias ******
  
  
  
  
  
   
  

  Business Response

  Date: 02/13/2025

  HELLO

  I DO APOLOIGIZE BUT UNFORTUANTELY THE POLICY WAS FOLLOWED IF CUSTOMER WISHES TO TAKE FURTHER ACTION THEY MAY

  THANK YOU

  Customer Answer

  Date: 02/26/2025

  [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 not be satisfactory to me.  But I do not wish to follow any further steps, due to the feeling that it feel futile.

  Thank you for your help.

  Have a nice day,

   

  Tobias ******
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My furniture was delivered on November the 11th on January the 15. Th I noticed it was peeling. I contacted *****, furniture in ********. They asked me to email them some pictures I did. They said they were waiting to hear back from corporate one of the lady, the manager said that that was from everyday rare and tear. I said no, ma'am, it's not. It's 2 months old and it's just me and my husband that live in the house. I want my recliner, replaced. I have a year warranty plus I bought 5 year warranty they are not holding up to the end of their agreement. I have not yet to have my recliner replaced.They told me I could take a floor model and I refused it. Because I bought new furniture not used to furniture.

  Business Response

  Date: 07/07/2025

  CUSTOMER HAS NOT REPORTED ANY ISSUES ON OUR END IT DOES SHOW CUSTOMER WAS DELIVERED ON 02/25 CUSTOMER MAY REACH OUT TO STORE IF NEEDED

• Initial Complaint

  Date:01/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I won a massaging faux leather recliner from Bel Furniture. When I claimed my prize, I was told I would have to drive to ****, ***** from ******** to retrieve it and get a photo taken. There was no where on the contest page that stated those rules. Also, they supposedly offer delivery. I put my chair in their cart just to see if it would ship, as they offer shipping and no shipping?I feel this contest was never meant to be won. Who would drive that far to retrieve a chair that costs less than $300?Company is definitely crooked.

  Business Response

  Date: 02/13/2025

  HELLO

  THIS WAS A LIVE GIVE AWAY ON OUR SOCIAL MEDIA IT WAS MENTIONED A COUPLE OF TIMES THROUGH OUT THE LIVE THAT CUSTOMER MUST PICK UP AT LOCAL STORE NEAREST THEM. UNFORTUNATELY IM NOT SURE IF THE CONTESTANT MISSED THAT THROUGH OUT THE LIVE BUT IT WAS MENTIONED DURING THE LIVE BEFORE THE GIVEAWAY WAS GIVEN

  I DO APOLOGIZE AND UNFORTUANTELY WE DO NOT SHIP OUT OF STATE

  THANK YOU 

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a 7pc dining set from Bel Furtniture Katy, TX warehouse.
  It was not installed properly during delivery and we called customer service to request a technician to fix it.
  The technician arrived and did some work. After he left, we noticed the tile below the dining area where the work was done was cracked.
  
  We reached out to Bel and filed a claim. The technician arrived again the next day to take some pictures and videos of the damaged area. He was very impolite and kept claiming that he did not do it. He asked us to talk to the store directly or talk to the person who laid out our tiles as he says that is the problem.
  
  Upon reaching out to Bel Furniture corporate and store, the customer service team says the claim is closed because their technician says he did not do it. They say if there is anything we want to do, we have to talk to the technician directly.
  
  We found out the technician is employed by an outside contractor of Bel. Bel furniture does not want to get involved in this and want us to deal directly with their contractor. They provided phone number for the contractor and also said he may not be able to communicate in english and we can try texting him. They do not want to take any responsibility for this or the product they sell and keep saying it is nothing to do with them.
  
  This is ridiculous customer service. Not only are they selling defective product, they are sending incompetent technicians who do not do the work properly and damage the house.
  
  Please help in getting this sorted out.

  Business Response

  Date: 01/25/2025

  HELLO

  ALL DELIVERIES AND SERVICE TECHS ARE HIRED CONTRACTORS AND THAT IS CORRECT THEY CAN TRY TO SOLVE PROPERTY DAMAGE WITH THE CONTRACTOR OR THEY ARE ALSO ABLE TO TAKE THE CONTRACTOR TO COURT IF NEEDED WE WILL HANDLE FURNITURE DAMAGES BUT WE DO NOT HIRE PROPERTY DAMAGES THE SERVICE TECH WILL BE PROVIDED INFO AGAIN TO REACH OUT TO CUSTOMER 

  THAN KYOU 

• Initial Complaint

  Date:01/23/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with the ongoing issues related to my purchase from Bell Furniture and to seek immediate resolution.
  
  On September 17, I placed an order for a sectional at Bel Furniture for $2,200. Since that time, I have experienced repeated and unresolved delivery issues. To date, the incorrect furniture has been delivered on four separate occasions, causing significant inconvenience and frustration. Despite my repeated attempts to work with your team to resolve this matter, I have not received the correct item.Most recently, I was informed by Francisco, the warehouse manager, that he was unsure why there had been a delay, as the correct sectional had been available in the warehouse. I was subsequently told that the item would be delivered on January 15. However, that delivery did not occur. On January 17, for the fourth time, I received the wrong furniture once again.
  
  Given the substantial time and effort spent attempting to resolve this matter, including multiple instances of missed or incorrect deliveries, I am requesting appropriate compensation for the considerable disruption this has caused. The ongoing delays and repeated errors have far exceeded a reasonable timeframe, and I believe that a fair resolution is now necessary.
  
  Since September, I have made myself available by taking time off work for these deliveries, only to have the wrong items delivered or no delivery at all. The continued failure to fulfill the original purchase, despite my patience and cooperation, is unacceptable and constitutes a breach of contract. I respectfully request that this matter be addressed immediately, that I be compensated for the inconvenience, and that the correct sectional be delivered without further delay.

  Business Response

  Date: 01/25/2025

  HELLO

  CUSTOMER HAS BEEN SPOKEN TO AND APOLOGIZED AND WAS GIVEN BACK HIS DELIVERY FEE FOR ALL THE INCONVENIENCE 

  THANK YOU 

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 11/06/2024
  I went into Bell Furniture to purchase a bedroom set.
  King size Headboard/footboard/rails
  King size mattress
  Dresser with mirror
  2 Night stands
  In the amount of just over $6,000
  On Dec 18, they del partial order. Stating that certain items were out of stock.
  They did not del dresser and one night stand.
  They tried delivery (2weeks later) in damaged condition. To which I did not accept. On Dec 18.
  I sent pictures to show all damages.
  I called Bel with my concern. We're not taking my calls. ID.
  I called corporate and was told I had only 2 options. ( On Dec 26)
  1) have a technician come out to repair items. I rejected delivery of damaged items. So therefore that was not an option.
  2) go pick out a replacement. I don't want a replacement.
  I was put on hold for just under an hour. I hung up and called back. corporate office in Houston Tx. Kept disconnecting me.
  I went to Bel furniture here in San Antonio, Tx. I went home waiting on resolution from corporate and supervisor.
  THE STORE MANAGER gave me his personal number. I trusted that I'm close to resolution.
  I was asked to send all previous pictures so to submit to their insurance company.
  I sent at their request. On Dec 26th.
  On January 7th 2024, they delivered one outstanding night stand. But the delivery driver said they didn't have the dresser.
  I was previously told that they had come to a resolution that they were going to give me the floor samples and the delivery guy was supposed to stop by the showroom to pick up my dresser. Delivery guy told me that he had no such orders or authority to do that.
  So again I called Bel furniture and they again are not taking my calls.
  Finally someone calls me that evening and asks me who I spoke to about not having my dresser. I responded that the delivery driver.
  She said she was checking into it.
  It is now Jan 9th, 2025. And I can't get any resolution.
  To me this is unprofessional. Breach of contact.
  Please help me find resolution.
  Irene *****

  Business Response

  Date: 01/10/2025

  HELLO

  CUSTOMER HAS BEEN SPOKEN TO AND IS SCHEDULED FOR JAN 14 

  THANK YOU

  Customer Answer

  Date: 01/14/2025

  [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

  Date:12/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bel Furniture 20424 Hwy 59 Humble TX. 77338. We paid for brand new bedroom furniture. We got showroom floor bedroom furniture instead. We showed the company pictures. Company said brand new furniture was sent to us. The pictures are proof enough. All markings are the same as showroom floor model. Furniture was delivered to our home without plastic or in boxes. Delivery guy said furniture had no boxes. We want Bel Furniture to discount the showroom floor model or give us a brand new one because we paid for brand new.

  Business Response

  Date: 07/07/2025

  THIS CUSTOMER WAS TAKEN CARE OF ON 01/11/2025

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 11/22/24 Amount of Money Spent: ******* I am making a complaint against Bel Furniture as they have got our furniture wrong 2 times and we have specifically asked them for the right color which they have failed to provide. The first time they delivered it, we have noticed that the color was off on the furniture we received. We told them we needed an exchange and they set the date out for 2 more weeks. Finally, the week had come and they delivered the wrong color yet again. We went up there and told them that it was wrong as well as bringing one of the side tables to show them. We asked them to give us a refund back after they had told us to drop off the furniture to them. The lady said they had to get approval for a refund of $800 and that the delivery fee wasnt included. We were confused because we still had the $500 that needed to be refunded as well because they got it wrong 2 times. We said, why are we getting charged $500 for you guys making the mistake? They said because it was delivered. Yes it was delivered but it was the wrong color. 2 times. All I am asking is if there is a way that this can be helped. The lady told us there was no way we could get a refund back for the delivery because she said they have to mark the furniture down 25% and we asked her how is that our problem? She said because we got the furniture delivered even though it was wrong. Both times.

  Business Response

  Date: 12/24/2024

  HELLO

  CUSTOMER HAS RETURNED ITEMS TO THE *** STORE AND CAN CONTACT THEM WHEN AVAIABLE TO BE ISSUED THE REFUND ON THE 3PC SET 

  THANK YOU 

  Customer Answer

  Date: 12/27/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

   

   

   

  I am not satisfied because the Lady had called me and said we were only getting refunded for the 3 piece set and not the delivery. We need the delivery to be refunded as well as it was not our fault on our end. They had delivered the furniture wrong 2 times. This is unacceptable. We need the full refund back, not just the furniture. Especially when we delivered all three pieces back to the store. 
  
  
   

  
  

  Business Response

  Date: 12/27/2024

  HELLO

  CUSTOMER WAS ALREADY INFORMED THAT SHE WOULD GET HALF OF HER DELIVERY FEE BACK DUE TO CUSTOMER HAD OTHER MERCHANDISE DELIVERED CUSTOMER IS AWARE 

  THANK YOU 

  Customer Answer

  Date: 12/27/2024

  [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

  Date:12/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a furniture ( 2 couches ) from bel online website
  
  I call the online number and no one seems to answer the phone
  
  So called over 20 times over the past 2-3 weeks
  
  But I got a call last week confirming firming that my furniture will be delivered on 12/21/2024
  
  I waited all day then called and the lady today me that my furniture is loading today and they will call for an ETA
  
  Again its 3:30 and no one called or texted
  
  I called again and the lady hanged up on me
  And then I called and she put me on 10 mins hold and end up hanging up
  
  Long story short they are unable to give me any information about my item
  
  The online number listed but no one answer the pho e it keeps going to a voice mail

  Business Response

  Date: 12/24/2024

  HELLO

  CUSTOMER HAS BEEN SPOKEN TO AND HAS BEEN CONFIRMED FOR DELIVERY ON 12/30

  THANK YOU