Business ProfileforBell Furniture & Appliance Company

Bell's Furniture Rockford. I had the worse experience ever with Bell's Furniture. They delivered a damaged table to my house. They told me they were not going to compensate me but can order a replacement top which will arrive in 8 weeks. After the 8 weeks, no call at all. I call only to find out it has now been moved to May 2022. Compensation? 100 if I keep the damaged table or 50 if I wait until May. The third option was they can pick up the table and reimburse me. I went with option 3. So the delivery driver shows up to my house early and the decides to take a leak on the side of my house. Bell's response? They can come clean the area where he pissed at. Not to mention I live a block from two schools and a school bus drives by as he is finishing and he thinks it's funny. He never apologized just responded with, I had to go, what did you want me to do.

Ms. *******,

First off, we apologize that your table top had a crease in the side of it. At the time of your sale, we provide our customer's with terms and conditions of the sale including the warranty that is included with your purchase. With that 1 year warranty, we will gladly replace or fix anything that comes in imperfect. As a retailer, we don't typically provide a warranty and discount goods. Although, we did offer to refund you your delivery charge of $50 for the inconvenience. Unfortunately, your request of compensation was excessive and I apologize we were not able to meet on an agreeable amount.

Secondly, your table and chairs are produced overseas. We are currently seeing wait times on furniture of up to 40 weeks. Initially I spoke with our sales representative from this company and she agreed to escalate your replacement top due to the service issues. That is why we initially quoted you 8 weeks. After this time period, this manufacturer temporarily stopped production on this table until May of 2022 due to sourcing issues, container issues on the west coast, and other circumstances. Our sales representative continued to try to get us your replacement top, but after time realized that this order was unable to be filled prior to May of 2022. I apologize for this inconvenience, but inventory wait times are out of our control and have been an issue we have been dealing with for about 16 months now.

Lastly, the behavior of our delivery team member was inexcusable. I apologize again. This is something that we do not support at our company. I can tell you that this employee has been reprimanded for these actions. We offered to have your home power washed since you noted that you would need to have it done after this situation. We wanted to offer any help that we could to make this situation better.

I apologize again for the issues with your sale and delivery. This is not how we typically conduct business. We understand that you wish to shop somewhere else and wish you luck with that purchase.

Thank you,

Bell Management

Bell Management, my request for compensation was 20 percent off for the inconvenience. No one ever discussed the terms and conditions of the sale to me. Secondly, I had to call to inquire about my table after the 8 weeks I was told it would arrive. I called the manufacturer******* furniture and to my surprise they told me they don't replace the tabletop for that table that the entire table would have to be replaced. None the less I still have the email where you offered to come clean the area where your worker decided to urinate on my house. You wanted to offer any help but didn't bother to ask what help could you offer? Makes no sense to me. All Bell has offered is a bunch of I'm sorry for this headache and traumatizing experience.

Ms. *******, I apologize we could not meet your request for 20% off your sale. I also apologize that we could not get a replacement table for you quickly - this manufacture has now stopped making this model for the time being due to supply chain issues. This manufacture also requires the retailer to reorder a complete table. Bells chooses to replace only the parts that are deemed defective (in your case it was the table top). Again, we apologize for the issues that arose at the time of delivery. We were glad to refund you your money 100% so you could purchase something else that better fit your needs. We hope you find the perfect table for your home.
Happy Holidays,
Lindsey