Belfort Furniture

Review: On September 3, 2012 I ordered a new [redacted] Elation mattress, [redacted] adjustable base, and a leather bed. The products weren't delivered till the end of September. During the delivery the [redacted] adjustable base was damaged by the people performing the delivery. Belfort then said that they would replace that base and ordered a new replacement. After receiving the second base at the end of October, the [redacted] adjustable base worked till December 2012. The motor for the head section began working improperly and the frame of the base started making cracking creaking noises during operation. Finally, the motor stopped working altogether. After reading the terms and conditions on the back of the receipt concerning warranties, I went back to Belfort. They said I had to contact [redacted] and was told to call the number on the back of the remote. The number was to the warranty company, [redacted]. I told them what the base was doing and they sent another motor for the head section. Several months went by waiting for the part and scheduling the service call. The new motor was installed, the tech from the service company finally came on April 15, 2013 ([redacted]) checked everything and could not fix the problem. He said he would send his report and to call the warranty company in several days. When I contacted [redacted] again they said that the report from [redacted] said everything was fixed and working properly. I was told they closed the ticket out and there is nothing else that they would do for the problem.

I went back to Belfort to their customer service and talked with [redacted] the customer care agent. He sent several emails to the [redacted] rep [redacted] about all of the issues. The [redacted] rep talked with the warranty company and a different company came to do an inspection of the problems. On May 15, 2013 [redacted] the service tech did his inspection and said that the wood that is covered in fabric which the mattress sits on was causing the noises and that it should be replaced. I asked if he would give me a written statement of what he thought was the problem. He said that his company would send a report, but he said he would call the warranty company while on speaker phone and state his findings while he was still at my house. He called and talked to [redacted] from the [redacted] the warranty company. [redacted] asked him several times if the issue could be fixed by putting grease on the frame. [redacted] told him that would not do anything because the frame is metal and the material that is covered by the fabric that the mattress sits on is wood. [redacted] then stated to [redacted] that he thought to fix the problems the wood sections needed to be replaced. I was then told that the issue was going to be reviewed and I would be contacted after 14 business days. The first week in June, I received small package in the mail. It was a small bottle of grease. The same tech came back on June 13, 2013 and put the grease on all of the moving parts on the frame. This did absolutely nothing to fix the problem.

The [redacted] adjustable base is made of inferior materials to support the mattress I bought. This is a problem because it is the only adjustable base they sell. I do not think it can be fixed to my satisfaction. The warranty company doesn't have any idea how to fix it. The issues started a little over a month of having the adjustable base. I have made numerous attempts with Belfort and the warranty company. It has now been over six months and the problem is still not resolved.Desired Settlement: To exchange the [redacted] adjustable base for the [redacted] non adjustable base and receive an equitable refund

Business

Response:

Belfort will replace the adjustable base for the customer. We apologize for the issues and understand even though it is a warranty issue with [redacted] we stand behind what we sell. Our customer care department will contact the customer to offer a replacement.

Review: Salesman [redacted] showed me a queensize [redacted] bed, and we even discussed the [redacted] name. He then quietly wrote up a ticket for an [redacted] bed, which I've never heard of, and that was delivered to me. This is a bait-and-switch in which the customer is lead to believe he's purchased a brand-name [redacted], and receives a knock-off or cheaper model from the same manufacturer, so not sold under its name. Of course it will also have less resale value.Desired Settlement: Revdex.com should force Belfort Furniture to change its deceptive practices. By "delivery of order" I'd like to get the brand-name [redacted] I was shown.

Business

Response:

[redacted] did in fact purchase a [redacted] queen set, model name is [redacted]. The [redacted] vendor is manufactured for our buying group by [redacted] and is only sold through Furniture First retailers, which we are members of. The set delivered to [redacted] is in fact a [redacted] mattress set. If he is not happy with the set we can offer a reselection to another vendor.

Review: I bought a bedroom set including a bed and mattress from Belfort Furniture on 5/30/2013. Part of my decision was made based on the $200 [redacted] gift card special that was offered for the [redacted] series mattress, which was not offered on a competing mattress. On 6/28/2013, I emailed the sales associate from Belfort requesting a status update on the gift card. [redacted], the sales associate, responded that the gift card will be mailed to us from Belfort after scheduled delivery of our mattress. After the mattress and bed set was delivered, we did not receive the promised gift card. In fact, from 8/30/2013 to 9/9/2013 My wife and I called Belfort Furniture on numerous occasions in an attempt to contact a manager to resolve our gift card issue. Every time we called, we were told a manager was not available but would return our calls. None of our calls were returned. We were disgusted by the lack of courtesy and complete disrespect of a customer with an issue. On 9/10/2013, I filled out a request for contact on Belfort's website and received a call the following day by a lady who identified herself as one of the sales managers. The sales manager said they were not running any promotions at the time I purchased my bed set and mattress. After reminding her I had an email from a Belfort sales associate specifically referring to the $200 [redacted] gift card, she changed her story and said maybe there was a gift certificate special running, only good at Belfort. I explained that at the time of purchase, the sales associate specifically spoke about a $200 [redacted] gift card. I also explained that in the email, [redacted] specifically to the gift card. The sales manager said that sometimes they say gift card instead of gift certificate. While this may be fitting for her story, it did not fit the context of our conversations with [redacted], or the email.Desired Settlement: We want the promised $200 [redacted] gift card.

Business

Response:

From: President <[email protected]>

Date: Thu, Jan 2, 2014 at 10:26 AM

Subject: RE: cid [redacted] / [redacted]

To: [redacted] <[redacted]>

To whom it may concern,

This e-mail is to serve as an update to the complaint below.

This matter was resolved with the customer on Oct 31st 2013. We sent the customer a $200 gift card on November 1st 2013.

Please let us know if any other information is needed.

Thank you,

Belfort Furniture

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

My initial complaint explains the variance between a [redacted] gift card and a Belfort gift certificate. I did not receive a $200 gift card as promised, but rather a $200 gift certificate good only at Belfort Furniture. I do not accept the response for this reason.

Regards,

Review: I went to Belfort Furniture Dulles, VA on a recommendation from a friend. I originally purchased a sofa from [redacted], but had a difficult time getting it to fit up the staircase, so my friend recommended I try sectionals from Belfort.

The first time I went to Belfort I was met with salespeople who were not at all knowledgeable with the merchandises in stock or in the store. I was told to meet my salesperson in another department, but they never came.

On my second visit I started working with one associate, but was passed off to another associate without warning. Eager to get something in my house, I ended up just picking any sectional. Once I got home I changed my mind and the manager was nice enough to work with me to exchange my choice with another option.

On my third and final visit I picked a sectional I found on Belfort.com for my exchange. That was the end of February, beginning of March. It is now May 27th. I called and inquired about when my couch was arriving, cust. service informed me someone put my order in late April, I was told by my sales person ([redacted]) I lied about when my order was in and I was told by the manager ([redacted]) his manager called me back.

At this point I just want to sit on a couch in the family room, I've been in my new home for almost 6 months with no couch. Its upsetting and disappointing.Desired Settlement: I would like an apology, and be refunded for my shipping cost as they did not abide by the ag[redacted] upon shipping terms.

Business

Response:

To whom it may concern, Our sales manager [redacted] has been in contact with [redacted] and the customer has asked for her delivery fee back. [redacted] is processing that request today. This matter has been taken care of.Regards, Belfort Furniture

Review: I purchased a sofa, 2 chairs, and a rug from Belfort Furniture's Julia M[redacted] during Memorial Day weekend because there were various rebates offered on many items at that time. I was told the furniture would take 4-6 weeks for delivery and I put down the requuired $1000 deposit. Belfort did not notify me that my furniture was ready for delivery until August, well beyond the 4-6 weeks that they promised me. I had requested an update on the furniture several times before August, but no on eseemed able to help me and my sales associate never responded to me. Since I was going overseas, I could not take delivery of my furniture until I returned in September. Once I returned, I contact Belfort which required that I pay for the balance of my furniture before delivery which seemed high, so I requested an itemized bill, which I never received. They scheduled delivery for me on September 29th and I took PTO from work and rescheduled all meetings for Tuesday. On Friday September 26th I received a call from the Salesperson Julia M[redacted] that they were unable to find all of my purchased items for delivery. She also mentioned that the furniture couldnt be delivered on Monday because they do not schedule delivery for Mondays. This caused a lot problems at work rescheduling multiple meetings to be off on Tuesday when I was assured they my belongings would be delivered Monday. Belfort had lost the rug I had purchased and offered a disgusting charcoal shag carpet (nothing at all like what I had purchased) as a replacement. I refused and said I wanted my money returned and requested an itemized bill for the second time. They said not to worry about the money but they couldnt give me an itemized bill because they have a new accounting system. I expressed my concerns about being overcharged because I did not feel that I had received the rebate I was promised and I was deeply concerned about receiving the money for the rug they had lost. After a multitude of emails and over 3 weeks since Belfort lost my rug and promised me a refund, I have received nothing but promises. I did receive an itemized bill after formally requesting it 5 times, that had been crafted on October 16 that did not show any rebate nor did it show my purchased rug.Desired Settlement: I require that I receive the money due to me immediately and the rebate I never received for the sofa.

Business

Response:

To whom it may concern, On October 21st 2014 our Sales Manager Javier P[redacted] e-mailed [redacted] for her to contact him. She e-mailed responding the night of the 21st expressing her concerns. Javier e-mailed her again on October 22nd, expressing his apologies for the issues. He went on to explain that the credit for the rug in questions was refunded to her credit card on October 16th 2014, and asked her to check her credit card statement. Also there were no rebates going on at the time of her purchase. Javier also stated in the e-mail that if she had anymore questions or concerns to contact him. As of 10-30-14 [redacted] has not been in contact with Javier. Regards, Belfort Furniture

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me; however, I still reject that there were no rebates at the time for I know this isn't true. I did (finally) receive a refund from Belfort Furniture; however, it was still almost three weeks after demanding one after they lost part of my order.

Regards,

Review: [redacted] Memory Foam mattress, box springs, frame delivered 2/9/2009 and guaranteed to stay firm. As of last year, this had to be removed from Frame because of sinking of the mattress and box springs. The condition of the items has deteriorated further to the point that it is painful to sleep on this bed. An investigator came out and said it was in horrible condition and should be taken away. Belfort is lying and saying that the box springs are not the correct ones but this is what they sold me as being part of the set. If they made a mistake, merchandise wise, it is their mistake. I have severe widespread degenerative arthritis in my back and neck and this is worsening the condition. I have no other bed to sleep on.Desired Settlement: I wish to be issued a refund and at that time, have this mattress, box springs and frame picked up and removed.

Business

Response:

To whom it may concern,We are currently working with this customer to resolve the issues. Our team was in contact with the customer 9/9/14. She is set for us to come out 9/11/14 to inspect the situation again. Regards, Belfort Furniture

Review: I bought a dining set and a couch, it was delivered 2 days later. Dining set had 2 broken chairs and couch was broken as well. called them several times, the sales person [redacted]) wont return call. Customer service rep ([redacted]) was exceptionally rude and unprofessional. Finally [redacted] asked me to take to broken chairs to their warehouse for replacement. I went to their warehouse and they took 2 hours to give me replacement chairs. [redacted] scheduled a technician to fix the couch for March 9th. they gave me time window between 11am and 2pm. I called their customer service at 2pm on March 9 and asked where was the technician , another customer service rep told me that the technician is right in front of my house. I waited another 40 minutes and called back at 2.40pm. [redacted] picked up again and instead of apologizing, she started arguing again that it was not a big deal if the technician is late and that's not her problem. I asked for a manager, she said she is the manager.

1) Sales Rep (**) didnt bother to return the call.

2) The first customer service rep lied.

3) [redacted] argued and was rude twice (Late Feb and March 9) and lied about her being a manager.Desired Settlement: I want an explanation and written apology from the manager [redacted] and compensation for the unprofessional behavior from three of their employees. I will be escalating this issue to their corporate office if not resolved locally

Business

Response:

I apologize to [redacted] for his experience. Belfort has built their business on great customer service and this is not common. The chairs have been replaced and the upholstery is taken care of. [redacted] will call to apologize on behalf of his employees.

Sincerely,

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: Merchant states they will match and refund 10% if lower product price found by consumer. I purchased a boy's bedroom set, but found lower price for same product via internet; however, Belfort has yet to honor lower price. Salesman tactics claim forgot to return my call, has been busy and/or will look into the matter and then notify me.Desired Settlement: Request Belfort honor their 110% price guarantee.

Business

Response:

From: President

Date: Fri, Jan 3, 2014 at 11:00 AM

Subject: RE: cid [redacted] / [redacted]

To: [redacted]

To whom it may concern,

We did honor our price match policy. The customer used [redacted] to finance their purchase. We first matched the price match then we credited back the financing company the 10% difference. The credit was applied to GE financing on 11/28/12. We are unsure why the customer waited a year to file this complaint. But their financing account was credited.

If further information is needed please let us know.

Thank you,

Belfort Furniture

Review: Upon visiting the store and selecting the furniture I wished to purchase on November 22nd, The salesman, Taj, Confirmed it was IN STOCK and they would have possession of it the following Monday November 24th. He then said that he would call and delivery to my home would take place within two days. I received no call from Taj or anyone else. I called on Wednesday November 26th and was informed by Regina, a manager, that Taj was incorrect and the furniture would actually be arriving on Monday December 1st. I reluctantly agreed to this but informed Regina that if this did not come to fruition, I would expect a cancellation and full refund. Regina told me that was just fine and they would process a full refund.

On December 1st, Regina called me to tell me that she was wrong about the furniture arriving on December 1st, and now it would surely arrive on December 8th. I told her this was not acceptable to me and asked her for an immediate cancellation and refund on my credit card. She said she would do so and our conversation ended. About 20 minutes later, the salesman, Taj called me trying to salvage the sale. I told Taj that I wanted a refund and would never have purchased the furniture in the first place if he had actually told me the truth that the furniture was actually not in stock and would take weeks to arrive.

On Tuesday December 2nd, I called the accounting department to make sure my refund was being processed. I was very rudely and curtly told that it would be processed today and immediately hung up on. I called back and left a message to speak this persons supervisor. Her supervisor did return my phone call,however, he was very rude and told me that I was actually NOT a customer since I had requested a refund and that if they did give me a refund today it would be VERY GENEROUS of them to do so.

Considering the amount of dishonesty, disrespect, and flat out unprofessional behavior exhibited by the entire staff, I am very concerned that they will not process my refund. To be clear, I have pre-paid for the furniture, tax,and delivery and have not received any merchandise or service. I simply want a refund and want it expeditiously.Desired Settlement: Prompt refund in full on my credit card.

Business

Response:

To whom it may concern, In regards to customer complaint #[redacted]. The customer was fully refunded his whole amount. We even expedite the refund. Our policy is our refunds take 5-10 business days. We did the refund for him in 2 days. We would just like to state the only reason he was hung up on was the gentleman was rude, belligerent and out of control to our accounting team members trying to work with him.We consider this matter closed since we have done what has been asked of us by refunding the total amount owed. Regards, Belfort Furniture

Review: I ordered 6 pieces of furniture 4 months ago and paid over $5000. The furniture has been delivered multiple times but has come damaged. I have been extremely inconvenienced, received poor customer service and communication, dis honest attempts to deliver furniture that was fixed up as new, and little concern or effort to resolve this. Currently, I am waiting to be contacted to have a tech come fix one piece, and have 3 other pieces re ordered and delivered; in new condition. Overall experience has been awful. I have contacted the CEO and no response. Sales department, customer service department, and warehouse all have different stories and don't communicate and this creates issues. Belfort has tried to put the blame on the manufacturer, but this has not been the case for everything. I feel that I have been treated poorly and Belfort could care less.Desired Settlement: Simple: I paid, I should get. New condition! What will Belfort do to correct this situation?

Business

Response:

To whom it may concern,

This

issue was resolved to the satisfaction of the customer via his request for a

full refund that has been processed and received by the customer.

Regards,

Belfort Furniture