Purchasing from Bel Furniture at the Humble, TX location has been, without question, the single…read moreworst customer service experience I have ever encountered.
Our salesman in the store was excellent, but everything after the sale--over $12,000 paid in full--went downhill immediately. We were told we would need to wait one month for our order because the shipment had not yet arrived. After waiting the full month, the wrong bedroom set was delivered. Instead of the pale grey we purchased, we received a dark brown set. The dresser arrived damaged, several pieces weren't even factory-wrapped, and we saw this as the delivery truck was being opened. When we called the store, we were told this was simply a "new variation" of the color that was displayed--an excuse that made no sense, as pale grey and dark grey-brown are completely opposite colors. Only then were we told that the original color was no longer available. If that was the case, why was it still on the showroom floor, and why were we sold a color they didn't have?
It continued to get worse. A month later, the sofa table and side tables arrived--but the matching coffee table (part of the set) was missing. No one from the store, customer service, or corporate bothered to notify us. They simply delivered whatever they had. When we contacted the store, we were told they "didn't know," yet again selling items without confirming stock. We also had no assurance that the missing table--if it ever arrived--would even match the rest of the set.
We had also ordered a server. It showed up without any advance call, and was barely protected by a single flimsy sheet of shrink wrap. The top was clearly damaged. I immediately recognized it as the showroom floor model I had seen in the store. They actually attempted to pass off a damaged display piece as a brand-new item. I went back to the store, and sure enough, the floor model was gone. When she confronted the manager, there was no apology--just a comment that they would deliver a new one "when they had one in stock."
At this point, we had already suffered a long list of issues:
* A bedroom set in the wrong color
* A damaged showroom server delivered as "new"
* A missing coffee table
* A damaged dresser and poorly packaged pieces
* And to top it off, the original delivery crew broke a three-inch section of drywall in our newly finished home
We eventually decided to keep the bedroom set solely to avoid further damage to our house from yet another pickup and delivery.
Corporate (Francisco) finally reached out, stated they had "no idea" why these problems were happening, and promised to call my husband back the following Monday. Monday came--no call. Tuesday--no call. Wednesday--no call. I have made five calls to the corporate representative assigned to our case, and not a single one has been returned.
Weeks later, the replacement server was exchanged. Then, unbelievably, a Bel Furniture representative called saying they were delivering our server again--completely unaware it had already been replaced. When I said we were waiting for the coffee table, we were told it was still not available with no estimated date.
Calling the store again, we asked why corporate still hadn't called us back. Their explanation: the warehouse had been "very busy for two weeks."
In 25 years of working in the customer service industry, I have never experienced anything remotely close to this. Not once throughout this entire ordeal have we received a meaningful apology, any explanation, any follow-through, or any form of compensation. Simply put, this has been the most frustrating and unacceptable customer experience we have ever dealt with.
