Bel Furniture Katy Showroom — Local services in Katy

I usually don't write reviews due to me being in customer service and I know how valuable it is to keep a reputable company during these times but at this point you guys have pushed me to this point. I ordered a bed during their Black Friday sale, granted I have never purchased anything from Bel furniture so I was a first-time buyer, thinking it would be a smooth process by purchasing online. I received a voicemail the day after I placed my order stating that I needed to give them a call back regarding my order which I made. I called several times leaving voicemails, and my call was never returned. I later received an e-mail stating the instructions for when my item was ready for pick up. Once the day arrived for me to pick up there wasn't a designated time for me to pick up only their operating times, so I headed to their facility to pick up my order with so much excitement to only get there and be told that my item wasn't ready for pick up and it was still in the container. I asked the representative that was helping me why would my order still be on the container when it was supposed to be ready for pick up today he stated to me that they can ship it to me but it wouldn't be today there wasn't a manager for me to speak to and if I wanted to get with my item today I would need to wait another 45 minutes granted this was a weekday so of course I'm working I took off of work to come and get my item to only find out that it wasn't ready for pick up. I asked for a manager and he stated that there wasn't an manager there he said that he went and called a manager but there was a young lady named Josie that kept yelling rudely from the back at the representative about my order I asked the representative is she talking about my order he stated yes, she never spoke to me not one time but she kept yelling and barking orders to the representative and also the guys from the back of the warehouse about my order in a rude manner she walked off rolled her eyes and would not make any eye contact with us about my order knowing that I was uneasy about my order not being ready. I told the representative it wasn't his fault and I was just a little upset that my order was not ready for me to pick up and she was very rude for being dismissive and yelling and barking orders that's no way for a manager in the workplace. Once my order was ready I drove to the back of the warehouse where you pick up your order so come to find out it was the wrong order the guys just started loading it on my truck and I told them that it's not my order, the warehouse manager drove on a cart up to my truck and asked “that's not your order?” I stated to him no, so then we had to wait another 45 minutes for them to get the correct order that I purchased. This is unacceptable for customer service, I don't recommend anybody to this company it was my first time purchasing from them I have already read the complaints about the state of the furniture that they have received and also the complaints on the BBB wish they have a D score that says a lot...

I purchased a dining room set. On original delivery, there were scratches on the base of the table and two chairs had defects. The delivery guy took pictures, had me write on the delivery order my complaint and told me someone would contact me. After a week went by without any contact from the store, I called them.

They took my complaint and set up another delivery date to exchange the two chairs and the base. When the delivery guys came, one of the chairs was still defective and they brought the top of the table, not the base. I accepted one chair, wrote on the delivery order I received and accepted one chair, needed them to exchange one more chair and the replacement was for the table base, not the top.

On the third time the exchange was attempted, I accepted the remaining chair, but yet again the top of the table had been sent instead of the base. I went to the store that same day, talked to "a" manager and was told they put in their system the exchange was for the base of the table. It has now been a total of 5 times the delivery exchange for the base of the table has been attempted and I still do not have the new table base.

After speaking with the store representative, I was informed the base of the table is out of stock and the district manager would call me. I did not receive a call. I called the store advising I did not receive a call from the district manager. I was put on hold then the representative told me the district manager approved me to come in to choose another set. I have been in the store during this whole fiasco and did not see any other dining set I liked; so I told the young lady I didn't see anything else I liked and I was willing to keep what I have if the district manager would discount the price due to there being scratches on the table originally and the fact that the delivery guys have been to my house 5 times and brought the wrong thing each time to make the exchange. I will be calling to speak to this manager myself today and see what he/she says.

HERE'S THE UPDATE As of 9/20/2025 Management offered to let me choose a different dining room set. I told them they didn't have anything else I liked. I asked for a discount on the current set I already have. It took them a couple of weeks to consider my proposal, then I was contacted and told they would credit my account for $64 and change on this $600+ dining room set. I was not happy with that amount, but I accepted it because this whole fiasco wasn't wasting anymore time on. I just know I will not be buying anything else from...

Extremely Disappointed – Terrible Service and Unprofessionalism

I am beyond frustrated with this furniture store. I was promised timely delivery of the correct furniture, but instead, I received the wrong items. When I called immediately to resolve the issue and requested a refund, I was met with complete indifference. It’s been over a month, and I’m still waiting for my refund and the incorrect furniture to be picked up.

I’m the one who had to call to follow-up only to be told that they “will see” and “need to check with corporate” to see what “can be done”. When I asked to speak to a manager, I was met with the same unhelpful attitude. I’ve been waiting for them to pick up the incorrect furniture, but in the meantime, my money is being held hostage. They tell me to go drop off the furniture when we had paid for delivery for them to bring it. I also explained we don’t have a truck and we live 4 hrs away. We had literally driven 4 hrs to buy this furniture because they had told us at a local store that we had to go to the warehouse if we wanted to take it home that same day. When we got there it turned out we couldn’t take it home that day, we had to wait for it to be shipped from “the warehouse…. Another warehouse?!!!” …that should have been a warning sign for us not to shop there but yet we trusted them and waited for our delivery date. And then this happened and now I’m expected to wait for them to “find a time” to come get their mistake.

This is not how a business should treat its customers. I paid for something I didn’t receive, and they have been unresponsive and unwilling to rectify the situation in a timely manner. It's clear that they have no regard for customer satisfaction.

I will never shop here again, and I will be warning everyone I know about my terrible experience. My mom and sister also bought furniture there that day with us, we will never be going back there again. The place across the highway a mile or two down was way better, I should have stuck with them and this would not have happened. If you value your time and money, especially your “time” because you can’t buy time, I highly recommend looking elsewhere. Money comes and goes but time we can’t get back :( and they not only holding our money without our consent they also...