ComplaintsforBelle Escape

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I waited six months for a table that was delivered with a crack. I reached out to the company and asked for a replacement and they said they do not offer replacements and that the piece could be fixed instead. I paid full price expecting intact furniture and the company is refusing to refund or replace the item.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/10/22 I placed an order for a custom ottoman for my design client. On 8/21/22 I received an email from my client that the ottoman shipped in the wrong leather color. When I contacted Belle Escape, they claimed they sent a leather choice of their own because I did not specify a color. Their order confirmation did not show a leather color, so I naturally assumed they were sending the leather we requested. Their final stance in refusing to return the ottoman is that I did not select a leather color. My firm belief is that if I did not select a leather color on a 'custom' ottoman, they should have reached out to me or stated in an order confirmation that they would select a leather. This would have been a huge red flag, I could have called them, and received the ottoman we expected. I am now 'eating' $4000 because Belle Escape has been so difficult to work with. Every remedy they offer costs me more money and months more time. My client will not, understandably, wait months more for a new ottoman, and I should not bear the financial burden of their strange system of selecting a leather for me. They offered me a credit for their web site of $1000, which, I would never use, as I do not trust this company, and their level of service is appalling. Their poor ordering system and lack of complete/thorough order confirmation is a huge risk to anyone doing business with them. Their emails are rude and repetitious, and I believe they are just 'digging in their heels' because they can get away with it. Beyond frustrated, ******

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/10/04) */ Belle Escape made the ottoman exactly as ordered. The default settings are set to: "As Shown". The customer didn't realize that they hadn't selected another leather color so she needed to reupholster. Items made upon order according to the customer's specifications cannot be returned or canceled. However, we ultimately honored this customer's request for a large amount back on this order to reupholster it, thereby resolving this issue in good faith. Please check with ****** on this matter. Here are our emails where we offered the refund she requested and she accepted it. ***** at Belle Escape Thu, Sep 22, 6:27 PM (12 days ago) to ****** Thank you, ******. I appreciate that. Kind Regards, ***** On Thu, Sep 22, 2022 at 5:29 PM ****** wrote: Sorry. I was letting you know that I was appreciative. I think you misunderstood my message. I just also wanted to share my experience and ask your thoughts on the ottoman. ****** ******@3treesdrafting.com XXX XXX-XXXX From: ***** at Belle Escape Sent: Thursday, September 22, XXXX X:XX PM To: ****** Subject: Re: Fw: Order #**** Hi ******, First, we have already issued the $1,000 refund. That's all taken care of. If you're going to reupholster it then we're all set. I'm happy to help out and we will send out an extra confirmation going forward. This is a first for us, too. We are always learning and striving to be better. Kind Regards, ***** ****** On Thu, Sep 22, 2022 at 4:48 PM ****** wrote: Thank you for stepping in, *****. I appreciate your willingness to help make this better. In 25 years in design, I have never had such an experience, and I am still thrown for a loop. I would hope/suggest, from this experience, that every customer receives an order confirmation with the options you intend to use. This whole mess would have been avoided, for both of us. I very carefully decided on Espresso leather, and have no idea how it was dropped. It should have been a red flag that my order confirmation only had the wood finish, but hindsight... I do appreciate your policies, and understand the need to have them in place. The real challenge was that all the remedy options I was offered would have cost me more money and cost my clients months more time. My clients were unwilling to wait while we went back-and-forth, and I had to purchase them an ottoman locally for their Cigar Lounge. Offering to refund a portion of the cost for local (******) reupholstering would be a much more palatable option for most clients in this situation, I would imagine. I could have controlled the cost and the timeline. This seems less costly and dramatic from a vendor perspective as well, but I do not know all of your systems. I think if fast, local reupholstery had been offered, my clients would have agreed to keep the ottoman. But, when I told them of the proposed timelines, they insisted I get it out of the house and replace it. I have to be honest, I can't imagine someone buying this ottoman with that black/gold wood and oatmeal leather. It's a pretty rough combination. Do you have an opinion on that? Or, maybe it can't hurt to try. I would love to know your honest opinion. Thank you, ****** ************************* XXX XXX-XXXX From: Belle Escape Sent: Thursday, September 22, XXXX X:XX PM To: ****** Subject: Re: Fw: Order #**** Hi ******, This is *****, the owner of Belle Escape. I just reviewed these emails. Of course, we'll issue you a $1,000 credit to your card. We do have policies, which Customer Service was following, but we can certainly make an exception. If you don't plan to use the ottoman, please keep it in a box and we'll try to resell it. If it does resell, we'll have it picked up and shipped, and issue you the remaining refund, less the cost of shipping to you. We'll be issuing you the $1,000 refund, as you requested, in good faith today. Kind Regards, Belle Escape Customer Service ............................. ******************* c/ ************ ****@***************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a dresser from this company and we were in the middle of a master bedroom remodel. We opened the box visually inspected the dresser looked fine sealed it back up and did not touch it for a few months. The absolute first time my husband pulled the handle to open the drawer it broke off in his hand. I reported it asap and it has now been over 6 months without a replacement part. The lack of response is frustrating. Today I owned a drawer and another handle broke off in my hand. I am so extremely frustrated in the cheap quality that they sell for close to **** It is impossible to contact anyone that will help. In the pictures you can see that there are two rings missing on the dresser. It is in perfect condition it is just a cheap product sold for and exorbitant amount of money.

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