Complaints

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

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  Furniture Retail

  22250 Shaw Rd Dulles, VA 20166-9319

• 

  Furniture Retail

  22267 Shaw Rd Sterling, VA 20166-9320

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:11/25/2024

  Type:Delivery 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.

  Furniture was purchased June 2024 for approximately $20,000. I clearly communicated multiple times that I was purchasing furniture for a lake house in ***** and verified that they delivered in *****. I was informed, yes, we deliver everywhere with white glove delivery for $1600. After the order was purchased, they then informed me that they did not deliver to my location and that I would need to pick up the furniture and fund all delivery costs. First, when I attempted to coordinate with them to understand where they delivered to, I was then informed that they did not delivery north of ********. The sales representative chose to not communicate this to me and instead tell me that, of course, we "deliver everywhere". This is fraudulent communications in order to earn a commission. Second, delivery was significantly more expensive than the quote they had promised to me as a "white glove delivery" service. Third, one of the stools was broken. We discovered this when the box was opened. I have asked for a refund or exchange. However, they are requiring that I physically return the stool to ******, **. I have asked them to provide a shipping label. They have refused. They have cited that they are not responsible for any furniture that is picked up at the warehouse versus their delivery team delivering. I find it fraudulent that they force me to pick up the furniture and then state that is why they are not responsible for any broken pieces. Similarly, a recliner is not built correctly, but it is usable. Regardless, they scheduled a technician to look at it, but only if the furniture was in **. They should have clearly communicated that they do not deliver to, provide customer service, or refund any broken pieces to the location I clearly communicated to them multiple times through the sale process prior to purchasing the furniture. At this point, I should be refunded for the broken stool and for the delivery costs I paid given their misleading communication.

  Business Response

  Date: 12/03/2024

  We would like to thank this customer for their business and appreciate the opportunity to respond. We sincerely apologize for any confusion regarding delivery availability. While Belfort does offer out-of-state delivery via a range of third party white-glove delivery companies throughout the **********, the Zip Code for this particular home is located in a region of ***** where none of our providers offer service.

  Because our network of delivery companies was not able to deliver, we recommended that the customer get quotes from moving companies, as they offer flexibility for reaching more locations as they do not depend on a nearby warehouse. We scheduled a pick-up appointment at our distribution center in ******, **. The purpose of this appointment was to allow the customer to inspect the ******************** prior to transporting the items to *****. Once the merchandise is inspected and picked up at our warehouse, typically the responsibility for any damaged product would be covered by the moving company/transporter. After arriving in *****, the customer notified us that the product arrived damaged. Our customer service department authorized an exchange for the broken stool and a technician review of a recliner that has been described as leaning.  We are happy to continue assisting this customer within our service area in the greater **********, ** region.

  However, because the product is now located in *****, we are not able to service these items. We propose a refund for the broken barstool and a 30% refund for the leaning recliner so that the customer can have it serviced in *****. We do not have records regarding the delivery fees as this was arranged with an outside company and Belfort offered pick up, inspection and assembly of certain requested items at no charge.

  Again, we sincerely apologize that we were unable to make this delivery with our typical providers and that this location has made our standard resolution options difficult.

  Customer Answer

  Date: 12/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, an immediate refund for the broken barstool and a 30% refund for the leaning recliner, is satisfactory to me. The cost of the bar stool was $199 plus tax. Per their resolution, I expect this to be refunded in full. The cost of the recliner was $1,429 plus tax. 30% of this cost is $428.70. Thus, I agree to an immediate refund of $627.70 plus 6% tax equaling a total refund of $665.36. 
  
  Regards,
  
  *** ********
  
  

  Customer Answer

  Date: 12/22/2024

  On DEC 4th, I accepted the resolution. As of my bill with statement closing on 12/13/2024, the refund has not been applied. When will I receive confirmation that the refund has been posted? If it does not post, what are my next actions?

  Customer Answer

  Date: 12/22/2024

  On DEC 4th, I accepted the resolution. As of my bill with statement closing on 12/13/2024, the refund has not been applied. When will I receive confirmation that the refund has been posted? If it does not post, what are my next actions?

  Business Response

  Date: 12/30/2024

  Good afternoon.  We apologize but Belfort did not receive any communication through the BBB portal regarding a response to the claim until this message. Typically we get a notification if there is any activity through the BBB portal, so we are not sure what happened. Our ************************ will reach out directly to ensure that a resolution is provided.

  Business Response

  Date: 12/30/2024

  We apologize that we did not see the initial acceptance of our offer to refund the cost of the stool and 30% of the price of the recliner. We are glad that this resolution was accepted and continue to honor this offer.

  If we missed communication regarding this proposed resolution, we are very sorry. We do not see this acceptance in the correspondence history that we can see through the BBB portal, however we do not use this BBB tool frequently so may have missed if the accepted resolution comes via some other format.

  Belfort is processing the refund for the stool and 30% of the price of the recliner noted in the initial complaint. The credit should be applied prior to your next billing cycle.

  Customer Answer

  Date: 01/10/2025

  This issue was finally resolved and I was refunded for the broken products. 

• Initial Complaint

  Date:01/11/2024

  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.

  My husband and I purchased a mobile server/bar cabinet from ******* about a year and a half ago. The mobile server we purchased was clearly designed to be a bar. It had interior shelves where glassware could be stored, covered by glass cabinet doors, as well as two wine racks and two drawers for storage. This mobile server was on wheels, clearly with the intention that it could be moved around. It had 4 wheels, one on each corner of the bottom of the cabinet. In 12/20/23 I was attempting to move the mobile server to a different part of the room. I did not move it more than one foot before the front two wheels snapped off, tipping over the entire cabinet, and sending everything inside and on top of the mobile server crashing to the floor. Everything was destroyed. Expensive bottles of wine, generational wine glasses, souvenirs from my husbands military deployment, all destroyed. Most importantly, and most devastatingly, our champagne flutes from our wedding night were obliterated. Our absolutely irreplaceable and cherished possessions are all gone, including the bar cabinet itself. I am filing this complaint because I believe ******* sold us a defective and dangerous piece that was not fit for its intended use of being a mobile server. The wheels that supported the cabinet were not appropriate for the weight of the cabinet itself, which without anything in it, was fairly heavy. I believe that the wheels gave out from the weight of the cabinet upon moving it. Pictures are attached. As my husband tried to take the mobile server out of the room, the other two wheels fell off. You can see in the pictures, particularly pictures 3 and 4, that the holes where the screws were are distorted and shredded from when the wheels fell off. Unfortunately, we do not have pictures of when it actually tipped over as we were concerned with cleaning up the glass and trying to prevent further damage.

  Business Response

  Date: 01/23/2024

  We sincerely apologize for the failure of this product and the damage that this caused to such prized possessions.

  The mobile server was designed and built by ******* Furniture, a reputable manufacturer with a long history of supplying quality, solid-wood furniture and strict quality control. We certainly would not expect a product from ******* to fail under typical use. We have notified the manufacturer of this incident and have requested that they review their hardware specifications for the wheels based on the photos that have been provided. In addition, we have requested that they prominently notify consumers of any weight limit that may apply to this server.

  In reviewing the order notes, I see that we have previously offered to replace the piece or to allow for a reselection of an alternate piece of furniture to replace the damaged furniture. I understand that these alternatives were not satisfactory. Our Customer Care manager will be reaching out to provide the refund as requested in this BBB complaint.

  Once again, we are so sorry for the damages caused by the wheels breaking on this mobile server. We are disappointed that it did not meet your expectations. It certainly does not meet our expectation, either.

  Customer Answer

  Date: 01/26/2024

  [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 is satisfactory to me.  As of 1/26/24, I have not received an email or phone call from the customer care team regarding the refund. If I don't receive communication from them in 7 days, I would request to re-open the case.

  Regards,
  
  *******************************

• Initial Complaint

  Date:09/11/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 ordered new Bedroom Furniture from Belfort in March of 2021. The bedroom furniture was delivered in August of 2021 with issues. Specifically, one of the nightstands did not have holes drilled in it to support the shelf that came with it, I notified Belfort of that fact on August 27, 2001. I sent the email to the salesperson "Karen R***". On the same date, I received a response from Karen that she had forwarded my email to customer care for resolution. After not hearing from Belfort, I emailed Karen again and she sent me an email on September 7th 2021, and informed me that the gentleman in charge of customer care was a gentleman name Andi D****. On September 9th, 2021; Andi emailed me to tell me he sent an email to the builder; ******** ***** Furniture, and asked them to resolve the issue, He said in the email that he would hear back in a day or two. he stated "once I hear back, I will reach out with resolution". 21 days later on September 28th, I emailed Andi to see if he had heard from the builder. Andi responded on the same day: " I probably did hear back from them, they’re really responsive. The problem is, that their response was lost in a computer server crash. I will send them another note right now. I’m sorry for the trouble!" After several emails, it was determined that the manufacturer would build a new nightstand. On July 22nd, 2022; Andi arranged to have the corrected piece delivered to me. On July 27th, the new piece arrived with the same problem, I emailed Andi and notified him of such. Andi asked me for some information. I followed up on August 1st, I asked again for an update on August 22nd, then again on September 5th. To this date I have not heard back from him.

  Business Response

  Date: 09/19/2022

  We sincerely apologize for the difficulties involved with this order.

  When we learned that the nightstand was made without the necessary holes to support the shelf, we should have been more timely in identifying an appropriate resolution. ******************** furniture is made-to-order in Ohio in a finish and wood species selected by the customer, which means that unlike most stocked furniture, we were not able to exchange with an already existing nightstand. After the long wait for the replacement nightstand to be made, we were certainly upset to find out that the second nightstand was made in the same way. We should have done a better job explaining how we were trying to resolve this issue with the manufacturer. Since both nightstands had arrived with the same lack of shelf holes, we determined that trying to re-order it again would not resolve the issue. We worked with the manufacturer to identify a way to correct the nightstand in-house using our expert furniture technicians. The nightstand has been fixed to add the necessary shelf support and is ready to deliver. Our Delivery Dispatch team has contacted the client via email to schedule the re-delivery of the corrected piece.

  We hope that the corrected nightstand will resolve this concern., Again, we sincerely apologize that it has taken so long to fix the manufacturing error.

  Customer Answer

  Date: 09/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the shelf holes on the new piece were drilled in a real amateur fashion.  When the delivery guys unwrapped the piece, I put a level on the shelf and it wasn't level at all.  The new piece of furniture is effectively ruined.  I refused to accept it and sent it back, ******* delivery crew took pictures.  I assume they shared them with management.  IN addition, the original night stand had several holes drilled so the customer can put the shelf where they wanted.  ******* only drilled one set of holes on the replacement piece.
  
  Regards,
  
  *******************