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Belle Flame complaints

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3355 Lenox Road NE #750
Atlanta, GA 30326 | Get Directions

(800) 466-4712

https://belleflame.com/

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Total Amount in Dispute:
$535.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Belle Flame closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Belle Flame

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7/25/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $535.00 Amount Settled: $0.00

Customer Complaint

6/17/2024

I purchased a firebox from belle flame on April 18th and it are on April 25th and the delivery did not appear to have any damage. The unit was in a garage, that was only used for storing a few items. When it was time to take onsite to place in the hole it was May 30th and when completely unwrapped from the shipping wrap there was obvious damage to the face frame only. That is the main part that is seen! I immediately reached out to belle flame by phone and spoke to Lionel who said he would reach out to the manufacturer and email me. He emailed and said I was out of the 30 day window and nothing he can do! I immediately contacted my credit card company to start a dispute! Lionel then emailed asking why I disputed and I said due to his response! Since then I've reached out multiple times only to be lied to from Lionel telling me he is waiting on a response from the manufacturer! I'm absolutely disgusted by belle flames unwillingness to make this right!! All that they have to do is ship two pieces that are easily put on the box with a couple of screws but they refuse! This firebox is useless with the damaged face!! Simple solution but they are unwilling! They can send a whole new undamaged box and pick up the damaged one too! Resolution Sought To send the two pieces that are damaged or a whole new unit or just refund my money!!

Company Response

7/1/2024

Our policy clearly says if there is any damage while delivering a product, you must either refuse the delivery or let us know in 48 hours after receiving the product. The customer send us an email after 1 month that the product was damaged while delivering. Moreover, the picture she provided we can see that it was in the installation site. We cannot accept a claim after 30 days Aa it’s clearly written everything in our policy.

Customer Rebuttal

7/15/2024

Consumer states; I'm not satisfied with Belle Flames response. Them saying you have 48 hours to report damage is ridiculous! The units packaging did not appear to have damage, the damage was hidden and the packaging was mostly shrink wrap which covered any damage. We were not quite ready in the building process and did not want to unwrap the unit until it was ready to go in the opening of the fireplace to insure the unit was protected. The cardboard that the unit had around it is less than impressive, I have included a photo. I since have reached out to belle flame and offered to pay 200.00 for this unit because in order to use it I will need to find a metal guy to make two new pieces to replace the sides with the dents. That will cost me to do. Belle flame does not ever respond! I no longer will pay anything for this unit and they can come get it! Thank you for your help in regards to this company!! I should have looked at the bbb before I ordered from them!

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