Bella's Furniture

On January 12th [redacted] and [redacted] came to our store and applied for financing. This is the 3rd time they make a purchase with us through finance, so they know exactly how our policies and warranties work. Our policies are also listed on the back of their purchase receipts. She...

purchased a queen size mattress set by Sierra Sleep manufactured by [redacted], the mattress has a manufacturer’s warranty.[redacted] complained that she could feel the springs in her mattress. We told her to send pictures, and she texted the pictures to us. The manufacturer’s warranty from [redacted] will give her a new mattress but we have to show proof that we have destroyed the defective mattress. She mentioned she wanted to upgrade to a better mattress but said she has no cash to pay the price difference, so we couldn’t help her with that. One of the many attempts to exchange her mattress, she agreed to just keep the new one that we had received for her. All she had to do is to bring the old one to the store and we will give her the new one. [redacted] said she didn’t have a truck to bring it, that she will pay delivery and the price for delivery was going to be $40.00 which she agreed. On April 08, we delivered her new mattress to her address in [redacted] and she refused the new mattress because she said it was the same style. We explained to her that we had agreed, she was going to get the same mattress but new. She refused the mattress, kicked out the delivery guys out of her house and refused to pay the $40.00 delivery fee.On April 30, she called and said she was going to come in to pay the $40.00 that she owed and wanted to pay a second delivery trip. Then she refused again, we told her she could bring it herself and she also refused. She started getting angry and agitated and making her hands into a fist position. Then she screamed “I’m [redacted] pissed and I just got out of church, this is [redacted] and I’m taking your as to court.”. I told my employee [redacted] to walk away so she wouldn’t get assaulted, then I told [redacted] to please come back when she was calmed. [redacted] started making threats and screaming at the entrance of our store so everyone could hear. We are in fear of our safety and would like for her to stay away from our store, we are afraid that she’s going to make her threats real. My employee [redacted] was very traumatized and she’s lucky to have walked away just in time before getting punched in the face by [redacted].I cannot give her a refund for her $440.00 mattress because she didn’t pay cash or credit card, she was financed. Attached is our policies signed by [redacted].Thank you.

Review: Both couch recliners broke within 2 weeks of purchase. Store will not attempt in home repair or replace.

On July 2013 I purchased the 2 couches that were on clearance (I SUSPECT THEY WERE BROKEN ALREADY OR RETURNED) for $550.00 One couch wont even close at all just stays up. I went into the store to ask for a repair he sad NO you bring them in and we send to our warehouse and ell try and fix no time frame. I requested they come to my house to attempt a repair, they said NO THEY NEVER DO THAT. I left. I came back 2 weeks later and tried to reason with them and get a refund or repair they refused. I called the manager on her phone SHE IS RUDE and CANNOT handle a conversation without being rude and hanging up on people she should NOT be in customer service business if she cant handle a CONVERSATION only children HANG UP. I even agreed to give a 20% restocking as a penalty to purchasing furniture from people like this! They would not agree! It's HER way or no way. There are time when a business needs to make decisions based on a customer need rather than $$$$$$$. They sold me couches that were broke couches should last more than 60days...I WANT A REFUND SHE IS WRONG! They were in clearance for a reason and they know it! I will take this to court. I just want my money back and I will retun the couches.Desired Settlement: I placed it in the written description. I want a refund period.

Business

Response:

Initial Business Response

Customer came screaming to our sales rep., and she called the manager to scream at her too, she screamed at our potential customers that were walking around in our showroom and told them not to buy from us. Very rude, very offensive, cursing at everyone. All of our merchandise comes with manufacturer defect protection. It explains everything the sales receipt, without a receipt we do not accept anything. We do not do service calls, customer has to bring it in, when we make a purchase we ask the customer to sign the acknowledgment. On our receipt it does mention we charge a 20% restocking fee, however it also mentioned it has to be within 7 days and in it's original boxes or packaging. All she has to do to get it repaired is to bring the sofas with her receipt. She mentioned she has lost her receipt. She says she bought it at our flea market booth, but it has happen to us that sometimes they didn't even bought it from us, that's why is very important that we see her receipt. Thank you.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

1. I NEVER cursed at ANYTIME! That is exactly what I told the sales REP when the owner NOT manager hung up on me! She told me she was the OWNER before she hung up on me cause she couldn't handle a mature conversation.

2. I have the receipt and CAN UPLOAD IT PDF AT ANYTIME

3. SHAME ON ME FOR BUYING FROM THESE TYPE OF PEOPLE

4. I did tell a customer that was in there that in there NOT TO BUY but she was there to pick .and she told us SHE HEARD THEY WERE RUDE PEOPLE!

I want a refund and send me the info to upload my receipt

Final Business Response

We are still waiting to see her receipt. If she wants us to take a look at her sofas, she can still bring them in. We do not charge for repairs or if we need to order parts or labor when working in broken merchandise.

Review: Buy a frame bed in payments and two payments I gave desapear they tell me that the payments were lost and that the person who signed the payments was not hem and they want me to pay again the payments not a trust company too roobersDesired Settlement: I want that my payments apear and pay wat I owned and get my bed or my full psymentd back

Business

Response:

Customer has been making payments at our flea market location, every time she makes a payment we will give her a receipt of the payment made and write it in the original receipt along with the date and the signature of the sales rep. that took the payment. There was 2 payments that we she mentioned where she didn't have a copy of receipt of payment, one payment I recognized the handwriting of one sales rep. and told her I would apply the payment and show her the handwriting, I talked to the sales rep. and he agreed that he took that $40 payment. However, there is one payment at the very bottom of her receipt that I had never seen and where I didn't recognize the handwriting, she says she doesn't know who she gave it to. She says she doesn't remember when she gave that payment but that she didn't made it up. I showed her our layaway folder with the 3 different signatures of our 3 sales representatives and they do not look anything similar to the one she has at the bottom of her receipt. I told her I couldn't apply that payment, she does not have a copy of it, she does not know who she gave it to, and she does not know when she made it, and they don't have the signature of the person who took the payment. She said that if I didn't apply that payment she will sue me. Let me know if you need my lawyer's information.

Review: Purchased bed from bellas and was told bed would be delivered same day or next but didn't when spoke to manager she was rude and refused to refundful

I purchased a bed from bellas on Sunday the amount of the bed was 550 and I gave 300 down. The man who sold me the bed told me he would contact me later on in the day because he thought the bed was in the store in stock. And if not, he would have it Tuesday. I never received a call from the man or store I had someone waiting at home and got worried so I called the store the lady I spoke to was very rude and told me quote "we never gave u a time and the bed wont be here till tomorrow". I told her I was told I would have the bed the day before or Tuesday which was the day I spoke to her, and that nobody called me to tell me there was going to be delays or the bed wasn't in stock. I told her then I wanted to cancel the order and she said ok but I'm charging I a 20% fee. I told her that was crazy and that they didn't have the bed when they said they would and she hung up on me. I called back today Thursday July 25 and she said I needed to pick up theory but to know 20% had been taken from there. I was never told there was a fee and I feel like the store lacked with communication and customer service. Desired Settlement: I want my full 300 dollar refund.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]/Owner

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@yahoo.com

My [redacted] purchased a bed from us on July 21st, the called on July 24th and spoke to me [redacted], the owner of Bella's Furniture and I explained to him that the bed was being shipped from our manufacturer in the bay are that it was going to be here later on this afternoon but that I wanted to reschedule him for Thursday the next day July 25th because it was getting late and I was also waiting to receive the mattress. He said and I quote "you are crazy, all you guys are crazy, I want to cancel". I said fine that's not a problem, but for cancellations there is a fee of 20% as stated on your receipt, he said he wasn't paying for that and that he was going to call your lawyer. Thursday comes and I started getting hung up calls from his work and then a lady calls asking for [redacted]'s order, I said he called and cancelled yesterday, his order has been cancelled. Then [redacted] calls, and he says he was waiting for his delivery, I said you cancelled yesterday, and he threaten me, he said and I quote I'm going to get that bed from you one way or another, and I'm not be paying that 20% because you are crazy, and you will be hearing from me. I told him to pick up the rest of his deposit which is $190, and he refused, he can pick it up monday-friday 10-7pm or sat-sun 10-4pm, with his receipt.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I never made a deal with the store manager or owner it was at a flea market where a man sold it to me and said it would be delivered within that day or next. When I was helped by the man at the flea market he spoke as if it was his store, when I called for the status of the bed I had purchased I got the rude girl and when I asked to talk to the guy she said to go to the flea market but she wasn't going to get me the bed and she was going to keep the 20 percent when I asked to speak to the manager, she quotes" I am the manage" I never talked to her and feel that she should have let me spoke with the person I made the deal with, besides the receipt I was given Is a receipt. For purchases made at that specific location not the flea market where they don't even charge taxes. I have witnesses that heard the man tell me he would have that bed within the 2 days. And never mentioned nothing about the consequences if cancelled because of their error.

Business' Final Response

Attached you will find the original receipt from Mr. [redacted].

As of now, Mr. [redacted] hasn't pick up his money yet.