Complaints

This profile includes complaints for Furniture Retail's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Furniture Retail

  22250 Shaw Rd Dulles, VA 20166-9319

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  Furniture Retail

  22267 Shaw Rd Sterling, VA 20166-9320

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/11/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered new Bedroom Furniture from Belfort in March of 2021. The bedroom furniture was delivered in August of 2021 with issues. Specifically, one of the nightstands did not have holes drilled in it to support the shelf that came with it, I notified Belfort of that fact on August 27, 2001. I sent the email to the salesperson "Karen R***". On the same date, I received a response from Karen that she had forwarded my email to customer care for resolution. After not hearing from Belfort, I emailed Karen again and she sent me an email on September 7th 2021, and informed me that the gentleman in charge of customer care was a gentleman name Andi D****. On September 9th, 2021; Andi emailed me to tell me he sent an email to the builder; ******** ***** Furniture, and asked them to resolve the issue, He said in the email that he would hear back in a day or two. he stated "once I hear back, I will reach out with resolution". 21 days later on September 28th, I emailed Andi to see if he had heard from the builder. Andi responded on the same day: " I probably did hear back from them, they’re really responsive. The problem is, that their response was lost in a computer server crash. I will send them another note right now. I’m sorry for the trouble!" After several emails, it was determined that the manufacturer would build a new nightstand. On July 22nd, 2022; Andi arranged to have the corrected piece delivered to me. On July 27th, the new piece arrived with the same problem, I emailed Andi and notified him of such. Andi asked me for some information. I followed up on August 1st, I asked again for an update on August 22nd, then again on September 5th. To this date I have not heard back from him.

  Business Response

  Date: 09/19/2022

  We sincerely apologize for the difficulties involved with this order.

  When we learned that the nightstand was made without the necessary holes to support the shelf, we should have been more timely in identifying an appropriate resolution. ******************** furniture is made-to-order in Ohio in a finish and wood species selected by the customer, which means that unlike most stocked furniture, we were not able to exchange with an already existing nightstand. After the long wait for the replacement nightstand to be made, we were certainly upset to find out that the second nightstand was made in the same way. We should have done a better job explaining how we were trying to resolve this issue with the manufacturer. Since both nightstands had arrived with the same lack of shelf holes, we determined that trying to re-order it again would not resolve the issue. We worked with the manufacturer to identify a way to correct the nightstand in-house using our expert furniture technicians. The nightstand has been fixed to add the necessary shelf support and is ready to deliver. Our Delivery Dispatch team has contacted the client via email to schedule the re-delivery of the corrected piece.

  We hope that the corrected nightstand will resolve this concern., Again, we sincerely apologize that it has taken so long to fix the manufacturing error.

  Customer Answer

  Date: 09/30/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the shelf holes on the new piece were drilled in a real amateur fashion.  When the delivery guys unwrapped the piece, I put a level on the shelf and it wasn't level at all.  The new piece of furniture is effectively ruined.  I refused to accept it and sent it back, ******* delivery crew took pictures.  I assume they shared them with management.  IN addition, the original night stand had several holes drilled so the customer can put the shelf where they wanted.  ******* only drilled one set of holes on the replacement piece.
  
  Regards,
  
  *******************