My name is Brandy Cart. My husband, Thom and I purchased close to $1100 worth of furniture on 7/26. All items I ordered were verified in stock right in front of me and I was guaranteed the full order would be delivered on 8/1. I signed the purchaser agreement contract and paid in full with the agreement that your company would have my full order delivered on the scheduled date with no issues. The delivery crew showed up missing one of the recliners I originally ordered. I was told by him that it was no longer in stock and was on back order. I immediately called and spoke to the manager on duty and was informed that the recliner was in fact in stock and available at the store. The delivery crew screwed up and didn't load it up with my order. And instead of being honest, I was intentionally lied to and told that an item I paid for in full, the same chair that I specifically made sure the sales Associate checked inventory because I wanted two chairs and I wanted to make sure they were in stock, that chair somehow disappeared and his exact words were that he had no idea as to when it would be available. Now five minutes later I'm being told that the chair is there, they didn't load it up and because of their negligence my order was not delivered in full as we originally agreed upon when we signed the contract. The manager never apologized for the inconvenience. Actually, instead of putting in effort and getting the chair delivered ASAP he then told me that it would be over another week out before he could have it delivered. So I opted to jump in my car and run to your location to pick it up myself! I paid all that money to have this stuff delivered and now I'm picking it up. I pull around to the loading docks and two make employees load up a black vinyl recliner that is wrapped in plastic into my car. I sign for it and drive home. Upon removing the wrapping and assembling the chair I quickly realize that it's a completely different brand and model recliner than the one delivered earlier that day! And the chair I picked up was damaged with several holes in the vinyl and one large scratch on the back. I make yet another call to your office and was told that the manager wa gone for the day. The lady took down my contact info and assured me that I would receive a phone call as soon as they stores opened the following day so we could fix this. At this point it was no surprise when no one called to follow up with yet another screw up
Caused by the staff there. After lunch I called the corporate office on Katy and spoke to a woman, I really really now wish I would have asked for her name so I could formally complain about this next huge screw up to my order provided by yet another incompetent, lazy person your company has purposely chosen to employ. I explain to this woman the entire situation and express my frustration at this point. She put me on hold multiple times while she checked all the stores trying to locate two recliners in the brand I actually wanted and ordered originally. Eventually she came back and I was told that she did happen to locate two matching recliners in stock and available for delivery. We then decided to
Schedule a delivery/exchange for that next Wednesday 8/7. The day we made the appointment was on 8/2. She guaranteed that both recliners would be delivered that day and they would take back the damaged one and the one delivered originally that was the wrong brand. On Tuesday 8/6 I received a text message from your company asking me to confirm my address for the delivery scheduled the following day. I promptly verified the address and I thankfully still have that text saved to my phone. I had to take off of work on Wednesday so I could be there for delivery. I waited all day and nothing. I finally called the Webster location later in the afternoon and asked if they could tell me around what time to expect the delivery. At that time I was informed that there was no delivery scheduled for me on the books. Somehow the appointment that was scheduled vanished into thin air or as some sick joke the Associate I spoke with on 8/2 completely lied to me and never actuLly scheduled it at all. So I then asked about the recliners. If they weren't being delivered that day, when is the soonest I can have them here. But somehow the recliners that we're in stock last week, I the ones I was assured were to be put aside as sold and marked for delivery to me have somehow managed to disappear. Not only did those disappear, not one of the recliners is in stock at any of your store locations at all. The chairs that I purchased and paid for meaning that legally they belong to me, those chairs have been sold to someone else. There are none in stock, and none even placed on backorder at this time. Unbelievable. Up until this very moment I had managed to keep my cool about all the screw ups and mistakes because I know we are all human and make mistakes. But this has now crossed the line and is absolutely unacceptable to treat a customer in this manner. I demand to speak to a CEO or someone in a high ranking position because I want this resolved now. I was told that I needed to contract Troy, the district manager. I asked for his direct number and was shut down and told no. I was given an email address and told that he will look over my email and get back to me. I sent a very long, detailed email explaining every single tiny moment of this now very painful experience. I was not shy in telling him that the staff he has willingly chosen to employ and be the face of this company are absolutely pathetic and have no business what so ever working in the customer service industry. The male crew that works in the back moving furniture and making deliveries seriously need to get their heads out of their asses and pay attention to what they are doing. The consistent mistakes that are being made are completely avoidable and should not be tolerated. These mistakes that have been made out of carelessness have inconvienced me to no end. I have missed two Days of work so I could be available for a delivery and one was for absolutely no reason. You may have well just took $250 off my my next paycheck and trashed it yourself. So at this point I am out $500 for missing work and $350 I spent buying chairs from you that apparently you took from me and sold to someone else. I expressed my feelings of anger, frustration and asked Troy how we could fix this and make it right. I guess I was expecting him to call me with an apology and a solution to solve this dispute without any further damage being done. I have always assumed that the job of a general manager is to overlook all employees and keep them in line and also making sure that the customers stay happy with putting out any fires by resolving problems. I was pretty disappointed to receive a phone call from the store manager who was instructed by Troy to call me and discuss his suggestions on settling this dispute. The first option I was given is to pick out a different set of recliners from your selection that are in stock and available to replace the ones that I initially ordered because apparently it's ok for your staff to sell furniture that has already been bought, paid for and scheduled for delivery. But here's the best part, the only recliners available are going to cost me an additional $100 or more each because they are more expensive than the ones I previously purchased. So let me get this strait, because of the continuous mistakes made by your staff and the unorganized, lazy, unqualified job that they do taking care of your customers...I now have to pay more money for furniture that should have been delivered correctly last week?? I'm out $500 from missing work and now you want me to pay another $300 more in extra costs for furniture that I should in no way be asked or encouraged to pay?? I am offended as a paying customer and as a human being that this was suggested of me. Especially by the district manager of your company. The coward that can't even pick up the damn phone and make a phone call because he doesn't want to own up to what a damn mess his staff has made of my one very simple order!!! The other option I was given is to return the recliners that are currently at my home for a refund and go buy a set from a different store. Wow! Unbelievable. I have never in my life had customer service that literally made my skin crawl. I am disgusted with Bel Furniture, the products you sell and the staff that sells them. I've had some crappy experiences with services but never in my life have I had a company stoop to this level of low before. So, I told the manager to come get the damn recliners and refund my money!! I also told him that Troy should have asked me to come in person and pick out a set of recliners of my choosing to have delivered and whatever the extra cost was should be without question written off because of the clearly unethical way your company has treated me. So, now it is my turn to utilize my rights as a consumer. I purchased items that were paid in full upon ordering and signed a purchase agreement contract. Upon signing that became a legally binding contract that ensures both parties fulfills their part of the agreement. For me and Thom it was that we paid for the items in full and would be available between the hours of 9 am to 11 pm for the scheduled delivery of my entire order in full. Upon signing it was made clear that all items I purchased were in stock, available and would all be delivered on 8/2/19. Because I still have not received my order per the contract agreement, your company has not fulfilled their part and is therefore in Breach of contract. I am seeking legal representation to help guide me through this. I have filed a formal complaint with the BBB and FCC, and well as the consumer reports and many other sites similar. I have written reviews on google, yelp, Facebook and that is just the beginning. I am going to make sure that every person looking up your company website in search of reviews or recommendations is aware of how your company treats their customers. Selling items that no longer belong to the company and not delivering said items to the paying customer is extremely unethical and I'm sure somehow illegal as well. I will definitely be looking into the Texas laws concerning such events because I under any circumstances believe that a company can do that legally. I will continue to share my experience in every possible public place that will let me.
