BEL FURNITURE DISTRIBUTION

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Update on 07/30/2013: The replacement sofa has finally arrived. All are well now. Overall, they have been quite good at customer services, so I'll upgrade them to "Good". My recommendation to them is to improve QC on their manufacturers or suppliers. This will reduce the hassle between themselves and customers and, for the long run, improve customer experience as well as reduce operating costs. Experience: Delivery was on time. Overall, the set looks new and sits comfortably. But a few defects were found. First, a piece of fiber in the back of the sofa was found broken, I contacted customer support and the lady, Jennifer, agreed to arrange a replacement for me. Then, I noticed a couple of uneven and swelling spots on the leather surface of one of the armrests of the sofa. Also, some of the threads on the recliner were found loose and popping out. Delivery of the replacement sofa was also on time. However, the replacement sofa itself has defect on the armrest too ? at the exact same location as the sofa being replaced! Again, I called Jennifer who agreed to arrange technicians to come fix the above defects on site. So the 3rd trip came the technicians. They did a decent job on getting the loose threads fixed. But, the swelling spots on the leather surface remain if not worsen. I talked to Jennifer again and asked for replacement. But she told me that they don't have any more of these sofas in stock and may not restock until late July 2013. Oh no, that's 4 months away. She suggested that I can get the sofa replaced when the new sets come. As far as I'm concerned, this transaction is not complete yet. Overall, the company seems responsive and willing to arrange after-sell service. But the fact I have to wait another 4 months poses inconvenience and worries me. So my final review will have to wait until they can replace the sofa with a new and good one. For now, I stay with "Fair". Stay tuned?