Bellacor.com, Inc.

We initially requested glass shades to be sent as replacementsOn 5/the manufacturer requested photos of the glass received in the initial shipmentIt was determined that the customer did in fact receive the correct glassThe manufacturer sent piece of glass as a test to see if it fits better then what was initially receivedIf the single piece of glass fits better, the customer should let us know let us knowHowever based on the photos and description, she did receive what she orderedThis glass does not fit tightShe simply ordered the wrong type of fixture for her areaSince the units were installed, we are unable to authorize returnIn regard to being hung up on, Bellacor will not tolerate any mistreatment of our customer care representatives, this includes unnecessary yelling, threats, excessive cursing or any other form of aggressive languageOn several occasions we have documented the customers continued use of inappropriate language during a callOn 5/7, 5/10, 5/16, 5/again with a supervisorEach time the customer was asked to stop yelling and using inappropriate language, each time she failed to comply with the requestIn each instance she was warned twice during the call to stop before the call was ultimately disconnected due to her poor behaviorWhile we understand her frustration and reason for being upset, we expect our customers to carry on professional interactions and refrain from threatening behaviors

The customer contacted to return a fixture stating it was damagedWe asked for photo (attached)It looked bent in the photos, and the return was accepted as a damaged itemAll damages are inspected upon receipt to determine what the issue isIf the item is truly damaged, a full refund is issued
If the item is found not to be damaged, the return shipping is deducted from the refund. Once the item arrived our inspectors determined it was as it was supposed to be and not damagedThe second photo shows how the item appears on site, there are bends I the middle throughout the middle sectionDespite the item not being damaged at all, we have refunded the customer in full

The Creme shades do have red and purple/blue swirls in them as shown in the attached photo. Keep in mind the photo is showing the item lit, so the color will vary from a non-lit shade. Color will also vary from piece to piece as these are handmade as stated online, so colors and swirl pattern will var, so any replacements received will not look exactly as pictured. This is covered in the disclaimer on our site:*NOTICE: Due to the artistic nature of art glass each piece is uniquely beautiful. Color usage, pattern variations and bubbles are all part of the handmade nature of art glass and should be expected. The color intensity and overall appearance will vary when illuminated. The new shades shipped on 8/17 under UPS tracking [redacted]. UPS shows they are out for delivery today.

Initial Business Response /* (1000, 8, 2015/12/15) */
Mr. [redacted] contacted Bellacor on 8/20/15 via email to report a piece of the item her purchased was received broken. He had included a small photo of the broken piece. We asked Mr. [redacted] to send photos of the entire unit, and advised we may...

be able to send a replacement piece, if not we would exchange the whole unit. He advised us that he had glued the piece, but it did not look new and would like it replaced. We asked for photos of the unit.
His response was "Yes I would like a replacement." to which we replied again asking for better photos. Our manufacturer requires photos of damaged or defective units. it also helps Bellacor determine the correct course of action.
Typically in a situation like this Bellacor is required to file a damage claim with the shipper; however, since he had already glued the piece, we lost the ability to do so. We were still more than happy to help him with a replacement, but he never responded with the requested photos.
Mr [redacted] has made no attempt to contact us since 8/20/15 regarding the situation, until his unfavorable Yelp review on 12/4. He has since reviewed our company on many sites. we have reached out to him directly via email, but have not received a response. He should contact Bellacor customer care, or me directly so we can resolve the issue.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent the original pictures with the broken pieces as shipped. I previously sent the pictures with the glued damaged pieces. They claim they did not receive them. I will send them again.
Final Consumer Response /* (2000, 17, 2016/01/12) */
Final Business Response /* (4000, 16, 2016/01/12) */
Pictures showing damages were received, We have issued a credit of $100 vs. the $50 requested.

Initial Business Response /* (1000, 9, 2015/11/09) */
The customer called on 9/11 to request a return. At this time a return authorization was processed, and the customer was emailed return instructions. Our website clearly states: Customers are responsible for return shipping costs. We do...

recommend our customers utilize Seko for return shipping for truck shipped items because we contract with Seko and can offer the customer a cheaper freight cost than going directly to a freight carrier. However, Bellacor does not own Seko, this is false information.
She called again on 10/9 stating she had not been able to make arrangements with Seko. We spoke to Seko and the number they confirmed having for her was not the number provided at time of order. We don't know where this other number was obtained, but we provided the correct number and they immediately called to make arrangements.
Seko quoted the customer a cost of $500 to return. This cost is based on size and weight of the item, as well as geographical location, and many other factors of the pickup site. Because of the customer's location the cost was higher. The item was initially truck shipped because it is a large item weighing over 130 lbs. She was unhappy with the cost quoted, so Seko worked with her to reduce the quote. On 10/13 Seko quoted a much cheaper cost of $245.00, but this was based on the customer having the item ready for pick up the next day, which she could not accommodate.
We tried more than once to make reasonable arrangements and assist the customer in getting a cheaper freight charge to return the vanity. All of these attempts were met with refusal from the customer. On 10/13 the customer stated she would get her own shipping, we provided the return address. The customer chose to use UPS, which is not recommended because of the size and weight of the item. It arrived in our warehouse on 10/16. Per our return policy, we have 10 business days to inspect returns. The item was inspected, and found to have been damaged in shipping. I sent the customer an email on 10/29 advising of the damages. The email stated that we will hold the item in our warehouse for inspection, but the customer is responsible for filing the claim with UPS as she is considered the shipper.
We are unable to issue refunds for items that are not returned in new, unused, undamaged condition. This is stated in our return policy online. Since the item was damaged in transit, it is the responsibility of the shipper (Courtney) to report to UPS. UPS will inspect the item at our warehouse, and make a determination. If UPS accepts the claim, UPS will reimburse the customer for the item. We will continue to hold the item for 30 days if she would like to file a claim. If she would like to file a claim, I provided the tracking number int eh email sent on 10/29. If she does not want to file a claim, the item can be returned to the customer, but at her expense.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/19) */

I am rejecting this response because:There were three items cancelled in total.  Two date the company has only refunded me for two of the three items cancelled on .  The item : Angelo Distressed Weathered Oak and Slated Grey Metal Nine-Light Chandelier # [redacted], priced at $899.00 has never been received by me, nor has it been refunded as requested in mid August via phone.  I also have emails on September 3rd and 10th to verify this in writing.

The customer submitted two online return form requests, noting that it was the wrong item ordered. The first question in the form is in regard to the current condition of the product. This is directly from the customer's online submission, to which they answered "yes":  Is the item in original...

condition, new, unused, unaltered, not previously laundered or assembled e.g. no cut or clipped wires, no contact with water and now writing on the shipping carton to include all original packaging and accessories?* Products and packaging not in original condition will not be accepted for return.  Yes                                       Our online return policy states: Returnable items must arrive back in original condition. Products must be new, unused, unaltered, uninstalled, not previously laundered or assembled e.g. no cut or clipped wires, no contact with water and no writing on the shipping carton to include all original packaging and accessories. Items sold in Multiple Quantities must be returned in the minimum multiple quantity they were sold in.  Products and packaging not in original condition will not be accepted for return.         The customer returned both fixtures with wires cut and frayed.  If the customer would like the product back, we will return the lights to them, but customers are responsible for return shipping. They will need to contact us to request the return, with a valid method of payment. Once return shipping has been paid the items will be returned to the customer. If they choose not to claim the product, the items will be donated or discarded as stated in the email sent to the customer.

I have spoken directly with the warehouse employee in charge of receiving and inspection.  She personally accepted delivery of this package, opened and inspected it, and took the photos of the box and fixture. We are confident the fixture in question is the same item the customer returned. Furthermore, original tracking [redacted] shows this item was delivered on 6/13/17. The customer contacted to request return on 6/15/17. We issued a return label [redacted]. UPS tracking shows the item was not dropped off until 6/23/17 at 3:27PM (see attached image). The customer had the light in their possession from 6/13/17-6/23/17. This is more than enough time to have installed a fixture. We will not issue refund on this item.  The customer should have the fixture back at this time, with replacement glass to replace the glass that broke in shipment, which Bellacor covered the cost for.

As you can see from tracking [redacted], the order was delivered to the customer March 8th, the day the complaint was originally launched.The timeline I provided is correct, and as stated previously we do not guarantee a cancellation can occur, but we can attempt.  As shown in the screenshots previously, we did request a cancellation, but it was too late. We will waive the $13.00 shipping fee as a courtesy, but the customer will have to follow our regular return process. She will need to go online to request a return label, or call/email for a return if she still wishes to return the light.

This item was delivered to the customer on 2/23/16. There were no reports of an infestation or any issue with the headboard until 7/8/16. All upholstered items are shipped new from the factory, they are not used, or returned items. We have shipped several of this item, as well as other items from...

the same warehouse with no additional reports of bedbugs. We also contacted the warehouse directly and asked if they had any issues with bugs of any kind and they assured us they did not. If this item was shipped from the warehouse with the bedbugs in the frame as stated, we would have received other complaints as well. Given the length of time from delivery to infestation, it is highly unlikely that Bellacor, or the manufacturer are at fault.

We sincerely apologize for the delayed order. We ship all products directly from the manufacturer to the customer. We rely on their updated inventory feeds to provide us with accurate expectations on when products will be available, and this is what is posted to our site. Unfortunately if an item is...

delayed, we do receive backorder notices. Rarely an item will be delayed more than once, or an arbitrary date is provided as an estimate. In some instances the item will ship ahead of the estimate, and in some cases, like this one, the item will be further delayed. The item was not in stock at the time of order, which is why it carried a 2-4 week lead time. It was expected to arrive to the warehouse within the 2-4 week period and be processed for shipping. We noticed the item had not shipped by the specified date, and requested an update. The manufacturer responded with a new estimated arrival date, which is what was communicated. That date had passed, so we again notified the manufacturer of the late shipment, and to receive an update, but had not received a response by the time we were contacted. We were unable to offer a further discount due to the manufacturers pricing policies. We were already below our required selling point. Upon the customer's request, the order was cancelled and refunded within 24 hours of the request.

I am rejecting this response because:The item was shipped back with the Shipping company which they requested.  The item was not used but was repackaged to send back.   There is a common theme in Bellacor's Yelp reviews which holds true in this case.  Bellacor has items damaged in the shipping process and then offers little to no customer support. We would prefer a full refund but would be willing to take a credit.

I am rejecting this response because:
I have not received the correct shades.  I received the original red shad which was replaced by a white purple and yellow shade.  The correct Creme/rust shade has not arrived, nor have I received confirmation that it has been shipped.

The customer claims to have called Bellacor in September. We have thoroughly checked our phone records dating back to August for the two phone numbers the customer provided. We show no calls to Bellacor prior to 11/1/17 which was her call regarding return shipping.Our representatives are ALA...

certified, but we are limited by the information the customer provides. This fixture is 33" high, which is clearly listed on our site. This means it would require at least a 10' ceiling. Yesterday she stated she returned it because it hung 3' from the floor when installed. If the fixture had been hung correctly this would be physically impossible even on a standard 8' ceiling. There is 10' of chain sent with the fixture, but you are only required to use one 1" link when hanging making the overall height 34". She didn't contact us prior to requesting an online return request dated 10/26/17. Our return form asks the customer to answer the following: "Is the item in original condition, new, unused, unaltered, not previously laundered or assembled e.g. no cut or clipped wires, no contact with water and now writing on the shipping carton to include all original packaging and accessories?* Products and packaging not in original condition will not be accepted for return." She responded "yes" (see attached).The item was inspected when it arrived to our warehouse and We found it had been installed and the wiring cut, which directly violates our return policy. I attached photos showing the item as it was returned, in a box without proper packaging, and a ziploc of parts which includes the cut wire.We sent the customer an email advising we can't refund her account because the fixture doesn't comply with our return policy, which is clearly listed on our site and on our return request. If the customer wants to accept the item back, she will be responsible for the return shipping. If she chooses not to accept the fixture, it will be discarded.

The customer requested to return a large fixture because they chose not to use it. No damage was reported when the return was requested.Per our return policy, items must be received in resaleable condition to be accepted. If an item does not meet the following requirements, the return is rejected...

and the customer is contacted for next steps. >Returnable items must arrive back in original condition. Products must be new, unused, unaltered, uninstalled, not previously laundered or assembled e.g. no cut or clipped wires, no contact with water and no writing on the shipping carton to include all original packaging and accessories. Products and packaging not in original condition will not be accepted for return. Visible or concealed damage must be reported within 24 hours of receipt. Returns will not be accepted without a Return Authorization.<The customer was provided return instructions and a deadline in which to return the item. The customer did not return the item within the provided deadline. She contacted to request an extension, which was granted.When the item arrived we found it had been poorly repacked which caused damage in several places to the finish on the fixture rendering it non resaleable. The item was returned without placing the pieces in their protective plastic bags. The pieces were nested together so the pieces were rubbing against each other in transit causing significant damage to the finish. The center column was also no secured, so it also has the finish all scratched. The protective bags are in the box but the customer did not take the time to pack the fixture to avoid damage.The customer was contacted and advised of the damage, including the attached photos, and that we would not be issuing a refund due to condition. We offered to send the item back to them at their cost, and they declined.

Initial Business Response /* (1000, 5, 2015/11/19) */
The customer emailed to facilitate a return on 10/13, we issued a return authorization and return label. Per tracking of the labe, the item was received in the warehouse on 10/16.
Before a refund can be issued, the return needs to be fully...

inspected to make sure it meets return guidelines. This can take up to 10 business days. In this instance, we needed to reach out to the vendor to confirm the return was received and processed. Once they confirmed the return, we were able to issue refund.
Unfortunately the return processing time frame did go beyond the 10 business days. When the customer called on 11/18 to notify us a refund had not been issued, we immediately refunded the customer's original method of payment and sent a receipt of the transaction. This information was sent at 2PM on 11/18.
Refunds, once issued, can take up to 5 business days to appear on the original method of payment.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The chain of events did not play out exactly like they describe above. I had to call three times and go to Social Media to get them to act. I have now received my credit.

Initial Business Response /* (1000, 5, 2016/02/06) */
The customer purchased 14 of this fixture on our site. This item is clearly listed on site as a non-returnable product aside form defect.
The customer called in July to report that all of the fixtures had a defect when opened. We approved a...

return based on what the customer stated. It was also explained at the time that if the items were not defective the customer would be responsible for the items and shipping.
When the items arrived in our warehouse, 12 of the 14 pieces had not been opened. they were still factory sealed. One of the two that had been opened showed no signs of defect or imperfection. One item had a small scratch in the top area of the piece. While this scratch would not be visible when assembled, we issued a refund for this under our return policy regarding defective merchandise.
The customer made false claims as to the condition of the product. A letter was to the customer explaining the other 13 fixtures were not going to be credited as the items are non-returnable. He was advised the items could be returned to him, he would be responsible for return shipping. He declined.
The customer disputed the charges with his method of payment, this was denied as well and found in our favor due to the circumstances.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company bunch of liars. From the first place when I called this company they say if they will not find a defect they will charge 25% restocking fee ( have that official response in the email) . They never even refunded with 25% restocking fee as they mentioned. Now, they claim that 12 fixtures were not open, total absurd. There is no cense to make purchase of more that $2000 and not to open. Another lie about credit card dispute, it was decided in their favor due to our failure to response with in allowed time not due to merchant circumstances as they mentioned. And last lie that I refused to accept it back, have never refuse, that option still open but I am going thru legal way.
Anyone who decide to work with this company, think twice. They will make every possible thing to blame customer and run away. Will have to work with consumer affairs and federal trade commission.
Thank you
Final Business Response /* (4000, 9, 2016/02/09) */
I have reviewed all correspondence between Bellacor and the customer, in the initial email regarding return it was stated that normally a 25% restock fee would, however we will waive this and allow the return because the customer claimed all 14 of the items were defective. However, once received only two units were opened, the other 12 still had the original factory tape, which was unbroken. 1 of the two units was not defective.
Since this item is listed on site as a non-returnable item, the return would have been denied during the initial return request. We only agreed to accept the return because the customer claimed they were all defective, which was a false statement.
Final Consumer Response /* (3000, 11, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned earlier this company total lie. They refuse to keep their own promises and do what ever they want. All items were opened and inspected, all items were scratched. All items were returned back to this company but they make different excuses not to process a refund.
CUSTOMERS, BE AWARE> THINK TWICE BEFORE BUY FROM THEM

The customer is correct, the request was entered on 7/23, we requested return authorization and a label. Our return process for defective items can take some time to resolve as we do rely on the manufacturer of the defective product to facilitate the return. We have repeated our request twice in an...

attempt to resolve. Due to the length of time proper resolution is taking, I have requested an immediate refund, and follow up on return instructions and label. The customer has been instructed to retain the item and packaging for return.

Initial Business Response /* (1000, 10, 2015/05/20) */
Contact Name and Title: [redacted] Manager
Contact Phone: [redacted]
Contact Email: [redacted]@bellacor.com
The following email has been sent to the customer:
Dear [redacted],
I want to sincerely apologize for our lack of contact in...

regards to your order [redacted], for item [redacted], the Moss Green Fisherboy Sundial Birdbath.
After your order was placed, the manufacturer informed us that they no longer manufacture that particular color. We were attempting to fulfill the order if possible, but they no longer had stock in the moss green. They do offer the item in both French Bronze and Oil Rubbed Bronze. You should have received an email in mid-April explaining the situation, and advising that we had issued a refund on April 22nd.
Bellacor does charge for orders at the time they are placed, not at time of shipment. If we are nable to fulfill your order, as we were in this case, we refund your account as soon as the order is cancelled by our vendor.
I understand you called several times, but were unable to reach our Customer Care team. Our Customer Care team has experienced several losses over the past few months, due to our office move, leaving us very short staffed, while our call volume has continued to rise. We are working to rebuild our team, but training does take time. We've also installed a new phone system, which shouldn't have the same long hold issues our previous system had. We know our Customer Care has not been as good as we would like in recent weeks, but we are working diligently to rebuild our team and restore the level of service we want to provide to all of our customers. I hope you will give us another chance in the future to meet your home décor needs.
If you have any further questions or concerns, please do not hesitate to contact us Monday through Friday 7:00am-6:00pm Central Time. Our number, as well as my direct line, is listed below.
Initial Consumer Rebuttal /* (2000, 12, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they finally refunded my money and sent me an email. Without the intervention of Revdex.com, they were not responding to me.
Thank you for helping me out. [redacted]

Mr. [redacted] ordered 2 curtain panels from Bellacor on 9/25/15 order number [redacted]. He ordered item [redacted] which is described as Ivory double wide velvet blackout pole pocket single panel curtain. The online description states: These curtains are constructed with a 3-Inch pole pocket and a hook...

belt.He reported that he received the wrong curtain on 10/6/15. He received the curtain described above, and a similar curtain with tabs on the back to allow a pole to slide through the tabs only, not the full pocket. This was an error in shipping as both panels should have been the same, without the tabs on the back. The curtain he ordered online did not have these tabs, and was not supposed to. We reordered the same item number for him. We sent him a prepaid return label to facilitate return of the item, which he never used. He received the replacement curtain, which again did not contain tabs on the back because that's what he initially ordered. He again reported this as an error, but again was not clear in what he was actually looking for. We attempted to resolve as an incorrect shipment based on the information provided over the phone. We sent another return label for the return of the third panel. At this point [redacted] had been charged for 2 curtain panels, and sent 3 panels, with the understanding that he was required to send the additional panel back to us as a return. Throughout the process we ended up sending 3 labels to him to return one curtain, which he never did. Since he accepted delivery of the third panel, and did not return the panel as promised, we were forced to charge him for the third item sent. This is covered in our "Damaged" return policy on our site, and applies to all items free of charge.His card was charged for the cost of the third panel on 11/21/15. [redacted] made no additional contact with Bellacor until a Twitter post on 5/4/16. He made no attempts to contact via phone or email to resolve. At this time I called [redacted] and spoke to him regarding the situation. During this call he assured me that the curtain was still in it's original packaging, and had been unused. Despite the fact that we provided him several return labels which he failed to use, and his return was now well outside of our 30 day return policy, we made an exception and I sent him a 4th label with the understanding that the curtain is new, unused condition. When the curtain panel arrived in our warehouse, we confirmed that not only did he receive the exact item he ordered, but the curtain was covered in dirt. I attached the photos taken the day it was received in our warehouse. I sent these same photos to [redacted], at which point he accused us of swapping out the curtain for another one, claimed we were lying and that this was not the curtain he sent to us. We will send the item back to him, but he is responsible for the shipping cost to return it to him.