Belfort Furniture
Reviews and Complaints

The quality of furniture from this store might be nice, but their lack of customer service is a disgrace. I ordered a power reclining leather chair and two custom leather items (sofa/loveseat). First they have no way for me to see my custom product when I was ordering. I was never offered all the options that were available (found out after my furniture came in not when I ordered it) They knew the furniture was not what I ordered before it was built, but they didn't reach out to me, they just had it built with different options, hoping I wouldn't notice. November until March I waited for the wrong furniture that cost me as much as a month long European trip. When I brought it to their attention and asked what my options were I was given a choice to choose different furniture and wait even longer for a delivery or get a 10% refund. I already got rid of my previous furniture and couldn't find anything I liked in other local stores. The most they would refund me was 14.25% so now I'm stuck with furniture that makes me feel angry and taken advantage of... If I could have returned it, I would have, but I needed furniture. No one was apologetic for the events that transpired and took their time responding to me. I requested a supervisor 2x, he finally reached out and could have cared less that I was unsatisfied with the shady behavior of their store. Take your money elsewhere. I will not be returning.

I thought I was finally done with Belfor in July of last year. I got a letter from them asking for $17, 134.62 as I have reached the policy limit and they will not pay anymore. The insurance company said it way out of line. So they want to put a lein on my place. I do not have any money and can't afford an attorney.
I am a 70 year old disabled female with the start of memory loss. I use a walker to get around. I get assistance with my meds, Dr and hospital bills and my utilities. I will contact legal aid to help me.
Belfor did poor quality of work, they didn't finish in the time limit of the contract. They tried to commit fraud by charging me for work that wasn't done. They were going to put a lein on my house then and threaten me because I wouldn't pay them. I didn't until they got all the above straitened out.
The electrical work still causes some issues. It took them 4 times to hook up my electric range the right way.
I have a ramp to my front door that was damaged after the fire and they agreed to fix it. It was deemed by the inspectors as unsafe and is still that way. There is no support under it and it dips down in the middle. They charged me $140.00 to fix it.

Sales order #0723001CEAR
Sales date: 07/23/20
Our paperwork says allow 8-11 weeks for delivery.
8 weeks was September 17, 2020
11 weeks was October 8, 2020

I have copied below the email I received from our salesman pushing back our delivery 10 days.

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On Tue, Aug 18, 2020 at 11:15 AM Al Sabounchi > wrote:
Hi Mary,

Hope all is well,

A touch base on your order, it looks like the Rowe chairs are on schedule, The Craft master are having a little delay (additional 10 days, which should be here Oct/18th.

I am sorry for this delay, please accept my apologies.

Have a great afternoon.

Al Sabounchi / Belfort Furniture
President Club Member *

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Based on the Aug 18th email I rescheduled donating our existing furniture and our remodeling contractor accordingly. When I called on October 16th to determine the window of time for our October 18th delivery I was told we were not in their system at all.

I think it is reasonable to expect a call or email us to let us know either (A) everything is on track for your delivery or (B) I'm sorry your delivery date is being pushed back. In our case moving forward I was left to reach out to Belfort trying to find out what was going on entirely on my own.

Because Belfort failed to update us we donated our existing furniture and have now gone without furniture for a full 5 months. I have since read about other customers in the same situation being given loaner furniture while they waited. I am disappointed that after making both our salesman and sales manager aware that we were without furniture and why that neither of them made any attempt to help at all.
We moved our lawn furniture inside which left us with an empty patio at a time when we were all confined to our homes. It was not fun to watch our friends and neighbors enjoy their outdoor space while being unable to do so ourselves.
In addition because of these delays we had to pay our contractor a $700 cancellation fee for pushing back our renovation date one to many times.
They tried very hard to accommodate us but it was to disruptive and cost them more than that $700 they charged us in both wasted time and money. I also brought this additional expense to the attention of both our salesman and sales manager and it was told waiving the $139 delivery fee was all they could do. Another disappointment for us that Belfort Furniture doesn't feel the same sense of responsibility that we do after causing problems and costing what is to us a lot of money.

Below is the email I received telling me they would be willing to split my furniture up into two delivery's but only for one of them would they waive the $139 delivery fee. In the end this does not matter because I want to receive everything all at once but this made me angry, I found it disrespectful. After each interaction I am surprised that I am even able to feel worse than the last time.

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On Fri, Oct 16, 2020 at 3:53 PM Al Sabounchi wrote:
Hi

I definitely understand your frustration, but unfortunately this is what we are all  going through these months with the manufactures which are having so many difficulties processing orders smoothly as they used before the pandemic.

I know this shouldn't be an excuse, but really this is what most of us are going through.

what I can inform you now is that the ROWE chairs should be here at the week of Oct 25th, the CRAF. sofas are coming on the week of Nov.25th., this date may improve.

I already talked to my manager (and cc'd him here) and got the approval to wave the delivery charge ($139.99) for your order. but, it will be one delivery time.

Best Regards.

Al Sabounchi / Belfort Furniture
President Club Member *

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After this I decided to try to get answers and a resolution by calling into Belforts Customer Care. I spoke with a gentleman whose name is I believe Lou. I explained everything going on and asked a whole lot of questions like:
-How do I know my order is entered in the system?
-What is today's projected delivery date?
-Why does the date keep changing all the time? Is the problem Covid related? Materials? A labor strike?
-Finally why can't anyone to tell me what is going on?

When I got to the part where I said I felt waiving that $139 delivery fee was the LEAST Belfort could do (admittedly said with attitude) he told me I was wrong, it was NOT the least they could do, they weren't required to do anything for me at all.
He only relented after I pointed out that if we had been kept informed he wouldn't be talking to me AND we would still have our $700.
He said sale manager's should have access to all of that information. (I really hated that he said should) He also said he thought sales manager's could do more than waive the delivery fee and suggested I call back and be nice to him, maybe he would do more for us.
He was nice but over all I was unimpressed with my customer care experience.
I did tell our sales manager what he said but he disagreed telling me $139 was all he could do and then added that I had price matched our furniture and already had an awesome deal.
But its not awesome because we still don't have our furniture that is over 5 months late and I'm sitting on a lawn chair in my living room writing this minus $700 bucks that we worked very hard to earn. So no this is not awesome at all.
Also I have called around to multiple furniture stores and checked their reviews and delivery dates are running late but I actually found none as drastic as this.
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There is to much to cover so I'm jumping ahead to a conversation I had with the sales manager on November 27th. In this conversation he said he would get back to me with what in the heck was going on but after waiting 11 days I followed up by emailing him the following instead:
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On Tue, Dec 8, 2020 at 3:57 PM MK Cronin wrote:
Hi John,

When we last spoke on 11/27 you were going to talk to your marketing department because they are in direct contact with the people (like the CEO) in charge at Craftmaster. So I'm just checking in to see if you have found out what on earth is going on.

I need someone at Craftmaster to verify that Craftmaster for sure has the order for my two couches and it isn't lost somewhere unfulfilled in their system.

I need Craftmaster/Belfort to explain this crazy delay.

I looked into this a bit myself and there is a manufacturing industry slow down (because of the virus) and delivery delays (there was a language translation issue for me here but basically she said it's due to trucking union negotiations)
But make no mistake no one I spoke with could begin to explain or understand why there have been multiple delays that are this crazy crazy extreme.

It was suggested to me twice that I find out what Belfort's policy is when their suppliers fail to meet their target dates.  

Again, I know that beyond communicating info to clients you have nothing to do with the manufacturing or shipping but I just have to know what is going on.

Thank you,

Mrs. Cronin

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His response is below

On Wed, Dec 9, 2020 at 9:43 AM John Aroush wrote:

Good morning,

Your order is on track they are waiting on the Bolster Pillow Fabric Toscana 23,
This is what I was told by the manufacture, so it looks like they are pushing back until mid February.
I have asked them if they can ship the sofas without the Bolster pillows so that we can have the sofas before, and they can ship the pillows later.

we are still out of Toscana. When you look at orders now (as of Monday) if not scheduled it will show a 2 week expected window. This shows 1/29-2-12 today. Once scheduled it will not change again. This was a decision by management to try and provide more accurate info for me, the dealers and the customers.
The dates changing were a big deal and hard to explain. This is where we are now and hopefully Steve can get this one scheduled this week so you will have a firm date for the customer.

Best Regards,

John Aroush | Sales Manager | Belfort Furniture

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I have to say I was floored by this, my sofas were held up because the fabric selected for the bolster pillow (accent pillow) is continually unavailable.
All of this is about a pillow I would have changed or better yet cancelled and found replacements from pretty much anywhere!

I really tried to appreciate finally getting pertinent information but I still do not understand how this was not brought to my attention immediately and frankly I am very upset about it. I find all of this to be unacceptable but this is beyond the pale.

I definitely took note where he wrote:
I have asked them if they can ship the sofas without the Bolster pillows so that we can have the sofas before, and they can ship the pillows later.

I also emailed him on December 15th and asked who this Steve in the email is but I received no response from him at all about Steve or if they would ship the sofas without the accent pillows

I tried emailing again on Saturday February 6th asking Sales Manager John for the latest round of bad news and he replied back copying our salesman Al and asking him to get back to me 4 days later.
I admit I got upset and emailed back sharply that "since I've heard nothing from you or anyone since December 10th I respectfully request an answer much sooner than that."

I received an email the following day from the sales manager that
"It's scheduled to arrive the week of February 28th, I have emailed the manufacturer to find out if it was shipped."

The last communication I have had to date was on February 8th 2021. His email said the following:
"per manufacturer order will ship on 2/17 we normally add 2 to 3 weeks the arrive date we have in our system the weeks of 02/28"

The lack of punctuation makes it hard to follow but I think that meant the order containing my furniture would leave the Craftmaster warehouse on 2/17 and arrive at the Belfort warehouse the week of 02/28. With any other company I would have expected to get a call or email to schedule the delivery in the first week of March but today is March 17th and I have not heard a peep from anyone at Belfort Furniture.

This is a lot of information to sift through I know but I truly appreciate any help shedding light on this difficult and disappointing situation we have here.

I have bought sofa seat from the Belfort Furniture. The seller person name was Max has not interested and not pay attention with me. His attitudes had changed after learned my nationality and started to discriminated. He was very rude and careless. Also he did not explain everything in a right way.

Also, I didn't buy their delivery package. During the assembly, I realized there is no screw hole in the sofa for the sofa's leg. For this problem, I have to rent new pick-up car. Because of company's fault, I have to spend extra time and money. In addition, Max didn't explain me when there is a problem on the furniture, I should take it back by myself.

I am not satisfied with his service and the company at all.

Do not waste your hard earned money at this place! What an infuriating experience! The management here does not care about the customer at all. I found some dining room chairs in the clearance section. I was going to purchase those and spend probably thousands more on other items. A manager there, who was so spineless he wouldn't even give me his name, refused to sell me dining room chairs out of the clearance section. He said they went with the table even though there were more of these chairs at a different table. The clearance section! He sends heidi, who was very sweet, back to me to break the news. This guy is like a shady used-car salesman hiding out in the back room. Really? You can't recognize that this will be disappointing to a customer? You have no skill set to work with people? This is who belfort puts in a leadership role?

Now folks, maybe you will have a fine experience here, but if something isn't right with your order, you want to risk your hard-earned money on a company that does not care about you? A company that only wants your money? Not me. Why take a chance? If their business model includes having employees like this guy, I can only imagine how many other bad decisions they make. In fact, their clearance section is almost as big as the actual showroom. Which makes me ask another question; are you selling that much junk that people don't want? Are you that out of touch with what people want? Maybe this idiot did me a favor. So on second thought, thank you! Good luck, folks... You will most assuredly need it!

This company does not care about their customers. I ordered a bedroom set at the end of August, and six plus months later I still don't have my order. First they delivered the wrong bed, next they tried to deliver obviously reconditioned and damaged goods. Now they want me to wait another two months for a replacement, but they have had my full payment for months. No one seems to care about fixing their mistakes in a timely manner.

Absolutely horrible experience with this company. When you walk in the showroom, they are incredibly nice. They have good ideas, good suggestions and are very eager to please.

BUT, once you place an order -- the drama begins. First, the delivery date that was promised changed... and they wouldn't have items for another two weeks. Okay, we set up a second delivery for the two weeks. When the first delivery arrived, pieces were incorrect and missing from the order. So we called and they accused us of being wrong. Luckily, we called AND emailed in the order. We had a copy of our email and forwarded it to the company. No apology from them.

It has been a MONTH of this and now the last part of the delivery is pushed back again.

I won't be a repeat customer. Horrible customer service and delays, delays, delays.

I am in the midst of a problem with Belfort. I will keep you updated as this situation progresses.

I spent $ on a settee made by Craftmaster. I purchased high grade fabrics. Paid in full. After only 2 weeks, the pillows do not regain shape; the pillows are smaller than the fabric casing so that the corners and sides flop; the fabric on the seat cusion pulls, distorting the pattern, & the seat cushion does not lay flat. Looks a mess.

Belfort Customer care required I send photos, so I sent several photos with details. Belfort says that the manufacturer, Craftmaster, says "this is normal" for their specifications, all you need to do is fluff the pilows, and they refuse to do anything, unless I pay again for the cost of new pillows and cushions. Everyone who has seen the pillows & cushions says they are a mess. It was also very insulting to be told that I need to fluff pillows — (yes, I know enough to try and fluff pillows — I told them that no amount of fluffing or adjusting of the casing makes a difference.)

The pillows & cushions are obviously defective. So far, Belfort says they uphold the manufacturer over the customer. Belfort Customer Care has submitted a new request to the manufacturer, but they tell me that whatever the manufacture says is what they uphold. They support what the manufacturer says, over the customer.

Once this problem started, I looked at the many reviews on-line and I see that there are similar complaints: Someone receives a defective product, but the manufacturer says the defect is "normal" and Belfort sides with the manufacturer, regardless of photos. There are some reviews that describe that Belfort finally sent someone out to their house to look at the defect and once they see the defect themselves, they might repair the item — but this is only after months of emails, phone calls and frustration, as well as time-consuming to schedule the appointment, and sometimes the problem still is not resolved. In one case, the customer said Belfort finally sent someone out to their house to look at the defect and the man agreed it was defective — but by that time, the warranty had expired!

In the hope that I do not have to go down those similar paths, in addition to communicating with the Belfort Customer Care, I contacted the President of Belfort, Dan Kennedy. I am now waiting for him to return my call. I am hoping that Mr. Kennedy will be able to help me, as the customer. I saw on-line that Mr. Kennedy is reputed as someone who is helping Belfort to regain their image as standing by the products that they sell. I also read that the CEO of Belfort, Michael Huber, especially hired Dan Kennedy in order to address Befort's attempts to rebuild an image that they put customers first. I will keep you updated as to the progress of my issue.

It is a shame, really, — I paid top-dollar for what was supposed to be a fine piece of furniture. My new sette looks worse than a fold-out couch I purchased from IKEA.

And, I have already wasted more time and energy than anyone should have to spend on a piece of furniture... and it still is not yet resolved.

Keep checking back here because I will let you know how it goes.

Till then, you may wish to hold-off on any major purchases at Belfort.

I am in the midst of a problem. I'll keep you updated as this situation progresses. I spent $ on a settee made by Craftmaster. I purchased high grade fabrics. Paid in full. After only 2 weeks, the pillows do not regain shape; the pillows are smaller than the fabric casing so that the corners and sides flop; the fabric on the seat cusion pulls, distorting the pattern, & the seat cushion doesn't lay flat. Looks a mess.

Belfort Customer care required I send photos, so I sent several photos with details. Belfort says that the manufacturer, Craftmaster, says "this is normal" for their specifications, all you need to do is fluff the pilows, and they refuse to do anything, unless I pay again for the cost of new pillows and cushions. Everyone who has seen the pillows & cushions says they are a mess. It was also very insulting to be told that I need to fluff pillows — (yes, know enough to try and fluff pillows — I told them that no amount of fluffing or adjusting of the casing makes a difference.)

The pillows & cushions are obviously defective. So far, Belfort says they uphold the manufacturer over the customer. Belfort Customer Care has submitted a new request to the manufacturer, but they tell me that whatever the manufacture says is what they uphold. They support what the manufacturer says, over the customer.

Once this problem started, I looked at the many reviews on-line and I see that there are similar complaints: Someone receives a defective product, but the manufacturer says the defect is "normal" and Belfort sides with the manufacturer, regardless of photos. There are some reviews that describe that Belfort finally sent someone out to their house to look at the defect and once they see the defect themselves, they might repair the item — but this is only after months of emails, phone calls and frustration, as well as time-consuming to schedule the appointment, and sometimes the problem still isn't resolved.

In the hope that I do not have to go down those similar paths, in addition to communicating with the Belfort Customer Care, I contacted the President of Belfort, Dan Kennedy. I am now waiting for him to return my call. I am hoping that Mr. Kennedy will be able to help me, as the customer. I saw on-line that Mr. Kennedy is reputed as someone who is helping Belfort to regain their image as standing by the products that they sell. I also read that Belfort's CEO, Michael Huber, especially hired Dan Kennedy in order to address Befort's attempts to rebuild an image that they put customers first. I'll keep you updated as to the progress of my issue.

It's a shame, really, — I paid top-dollar for what was supposed to be a fine piece of furniture. My new sette looks worse than a fold-out couch I purchased from IKEA.

And, I've already wasted more time and energy than anyone should have to spend on a piece of furniture... and it still is not yet resolved.

Keep checking back here because I'll let you know how it goes.

Till then, you may wish to hold-off on any major purchases at Belfort.

It was my worst shopping experience ever. I have purchased so called Rocco leather sectional sofa from Belfort. My wife and I found this sofa at the Sterling, VA showroom. We liked its quality and asked a sale representative to let us know when/if it was going to be on sale. So, a few days later, she contacted us and we made a purchase over the phone. Unfortunately, the salesperson forgot to send us a receipt for the transaction. In two months or so, the sofa was delivered, but its quality was not even similar to the sofa in the Belfort showroom. The leather type was different from what I have ordered, it was in awful shape, with all kinds of dents, bumps, and defective areas; cushions were crooked and had very prominent wrinkles. Moreover, this sofa consists of two pieces that should put together by screwed, but one of the pieces did have the required parts to make the joint. At the time of delivery, I refused to accept the item, did not sign the delivery slip, and made a note that I could not accept it; however, the sofa was left in my house anyway. Of course, I called Customer Service and requested to take the sofa back and refund me. A manager asked for photographs, and when she received and examined them, her conclusion was that there was nothing wrong with the sofa. To my surprise, she also told me that it was a special order that could be returned only if I paid 33% restocking fee plus a cost of delivery. So, I am left with a choice to pay over a thousand dollars for nothing or to keep this disgusting piece of...

Do not place a special order from Belfort Furniture in Sterling, Virginia! We have been waiting for 3 months for a desk that we special-ordered to get a wood finish that is not in stock. We ordered the desk on March 1, and our receipt states a 4-5 week delivery, so we have already waited 3 times longer than the promised delivery window! NOT ONCE were we called with order status (although promised by the saleslady). We have had to call Belfort at least a half dozen times. Depending on who we talked to, we got a different answer. AND, the estimated delivery date was always pushed back. As of our last call to the manager, our desk has been on the truck for over a week, but it won't be delivered until the truck is full! How's that for customer service? It does not exist at Belfort, and we are not holding our breath for this delivery. As it is a special order, we do not have the option to cancel unless we pay 25%. They have made no attempt to get a satisfied customer, and they have not even responded to our complaint to the Better Business Bureau!