Belfort Furniture — Local services in Sterling

Belfort delivered damaged furniture to me four times and has failed to issue a full refund. The first two deliveries arrived with damage and Belfort asked me to go back to their store to reselect.

I took another trip to Belfort and picked a new replacement which was the Olivia & Quinn Norah Sectional. My sales rep stated the sectional was in stock and I could visit the warehouse to inspect it prior to shipping.

I drove to the warehouse and explained the issues I had with the prior deliveries and stated my sales rep told me I could inspect the sectional. The warehouse rep denied my request to inspect the sectional and told me they do not pull down the furniture until one day prior to delivery. After my request was denied I asked the warehouse rep to arrange for a manager to inspect it prior to delivery as I did not want the same issues with damage repeated. He proceeded to type notes of my request in the computer for my order and assured me Belfort also inspects the furniture prior to loading it on the truck.

Later that week the sectional arrived with multiple areas of damage (see pictures). There were white chalk circles on the back of the sectional, scratches, clusters of tiny holes, and other flaws. I asked the delivery team to document and take pictures of the issues. I followed up with an email and call to customer service asking why a sectional was delivered to me in that condition. I also asked if the sectional was a return from a previous customer. The rep stated the sectional was brand new. I questioned why there would be white chalk circles in various sections on the back panel if it was new and the rep stated the circles were probably due to it rubbing against something. The condition of the furniture confirmed to me that no inspection was done prior to loading it on the truck and my request was ignored.

Belfort’s solution was to send a replacement that was also in stock in their warehouse. Once again, I requested an inspection to be completed before delivering it to me. I emailed my sales rep and asked for her assistance and also a manager’s assistance with inspecting the sectional. The response I received was “I will see if I can help…”

The fourth delivery arrived in just as bad if not worse condition than the third delivery. The sectional had a tear in the leather, noticeable discoloration on the seat, and other issues. The delivery team took multiple pictures to document the condition and stated they would also alert their manager of the problems with the sectional.

Belfort’s customer service reviewed the pictures on the fourth delivery and their solution was to send a leather specialist to make repairs on the sectional received during the third delivery.

Once again, I had to wait for an appointment with a leather specialist. In February 2020, the leather specialist inspected sectional and determined the sectional could not be repaired due to the multiple areas of damage and the nature of the damage.

I had to follow up with Belfort to see how they were going to resolve this. Belfort’s final solution was the following offer: keep the damaged sectional with a discount, reselect another piece, or get a refund. I stated I wanted a FULL REFUND.

Belfort took no accountability for delivering damaged furniture to me 4 times. My time was completely wasted as I took off from work each time to arrange for deliveries, inspections, and the final pick up.

A few days after the furniture was picked up I contacted Belfort to inquire about the status of my refund. The total amount Belfort approved for refund was NOT the full amount I paid. I questioned why I would not receive a full refund when every single issue I encountered was Belfort’s fault.

As of today, Belfort’s management has not responded to my request for a full refund. I am demanding a FULL REFUND which includes the cost paid for the three-piece sectional, Guardsman protection, delivery fee, and taxes. I will be reporting Belfort to the proper...

Over the past 15 years we have purchased a lot of furniture from Belfort, probably over $20,000 worth. The purchases have spanned from a master bedroom set with S&F mattress, to a large dining room set, two Gat creek buffets, a large leather sectional and some custom upholstered arm chairs, etc. Up until recently I would have rated them a 5 star; it’s the most recent purchase that makes me rate them a 1, as it all boils down to doing the right thing and standing behind the merchandise sold. Our first mistake on the most recent purchase was purchasing the Guardsman insurance they sell hard - it did not cover the damage we experience... which was a large dangling snag in one of the upholstered chairs - the insurance claimed it was wear and tear and therefore not covered. I communicated my displeasure with the quality of the insurance and that I felt taken advantage of; Lee in customer service acknowledged my displeasure but did nothing to fix the situation. The second place we went wrong was buying a ~$6,000 couch off these guys. The first couch arrived damaged and they ordered a replacement cover that took months to arrive and then months more for them to send out a repair man to install the cover. Six months after the purchase the repair man comes over and takes one look at the leather couch and says he doesn’t work on leather, and if he did he wouldn’t install the replacement cover because it didn’t match in terms of color. Obviously, I call Belfort to express my displeasure with the situation and they agree to reorder the couch. I will acknowledge the time to get the replacement couch is beyond their control, but it took an additional say six months to get the replacement. When the replacement arrived and the guys assembled the replacement, the pieces of the sectional didn’t align well at all; it looked terrible. I notified the delivery guys I wasn’t happy with the look of the assembled couch and they documented it via pictures and notes. The warehouse followed up and acknowledged the fit and finish issues but indicated what I was seeing is typical for a Bernhardt couch and the issue was with my expectations, not the couch. The warehouse person took some steps where I should be able to pick something else out since there was an apparent compatibility issue between the quality of the couch and my expectations... which was the right way to handle an unfortunate situation like this. The bad news is, Lee from customer services called a few days later and communicated that management had decided they were done and the misaligned couch was mine to deal with. For the record- the display in the show room that my expectations were based on fit together much better than the one they stuck me with. I’m sure they will characterize me as a hard to please customer and that you can’t make everyone happy... but the fact of the matter is they abandoned their obligation to do the right thing and I now have a conversation piece for a couch. In the future, I will think long and hard before I order anything...

Worst experience I have ever had buying furniture. Ordered a sectional in Feb 2021 from one of their higher-end brands, and spent 7.5K on a customized sectional. Delivered August 2021 and came defective and the quality was horrible. Cushions were lumpy and uneven and sectional pieces wouldn't fit flush together. Belfort gave me the option of re-ordering the same piece or selecting a new item and only gave me 30 days to do it. I asked for a refund since I didn't want to wait 6-12 months for another couch and didn't want to go back into the store due to COVID. They curtly told me that wasn't an option and were not open for discussion on the subject. Since Belfort backed me into a corner and had my money I ended up selecting a sectional from a different manufacturer, which now cost 9K. I was quoted 6 months for delivery, after 4 months I checked on the status and was told it was now a 10-month delay. I don't blame Belfort for the delay, but they never contacted me about the delay, which almost doubled from the time I was quoted. The new sectional was ordered in August 2021 and delivered in June 2022. Sectional came incorrect, damaged, and defective. The sales associated ordered the wrong fabric for some of the couch cushions and failed to order 4 extra pillows, there was a hole in one of the throw pillows, a large, very noticeable flaw in the material on one piece of the sectional and again the sectional pieces didn't fit flush together, leaving large gaps between pieces. After 2 weeks of back and forth with both customer service and the sales associate, including my needing to provide proof that the sales associate made a huge error, I was only given the choice of a refund. I asked them to reorder the sectional that I should have originally received, and the customer service rep told me that since I "wasn't satisfied "after ordering from 2 of their higher-end manufacturers they were no longer going to help me and would refund my money. Let's be clear, I was unsatisfied because I received 2 pieces of defective and damaged furniture and in the second instance the wrong pieces were ordered in addition to the quality issues. Also, beware that at the time this was all happening (June 2022), the customer service rep said she was the only customer service rep in the company and to expect a longer turnaround for a response. How does Belfort have a single customer service rep? We also asked to be refunded for delivery and the customer service rep got very rude with us, but finally agreed. How petty after all of the problems we've had! What a horrible experience will never go there again, also low quality for what you pay. Last year when I asked for a refund they refused and said it wasn't their policy to provide refunds. Instead, I spent another year waiting for damaged furniture that wasn't even ordered correctly in the first place, wasting my time and energy on all of these issues just for them to provide the resolution I asked for a year ago. And I still don't have a couch. ...