Coleman Furniture

Review: I ordered a bed from Coleman Furniture at the end of July, 2014. On August *, I received an email from them, indicating that the bed was being prepared for delivery and that someone would contact me "soon" to let me know the delivery date. I then heard nothing for over a month. Near the end of September, I received a call on a Friday night at 8 pm telling me that the bed would be delivered at 8 AM the following morning. I had to cancel a doctor's appointment to be home. When the gentlemen delivered the bed and tried to put it together, they discovered that Coleman Furniture had provided the wrong footboard. They then told me that they were not the delivery company usually used by Coleman, but that Coleman had called them because they happened to be coming to Maine. For this reason, they were unable to contact Coleman on that Saturday morning and had to take the entire bed back with them. Again, at this point we had been waiting for this bed for nearly two months. Since that time, I have gotten weekly calls from the [redacted] company stating that they had been trying to get in touch with Coleman about the footboard, but had been unable to clear this up or get any action. The last phone call from the [redacted] Company was on October ** ( last week). Today, I decided to call Coleman Furniture myself. I told them (after getting transferred three times and waiting on hold for a total of 10 minutes) that I was extremely frustrated at the terrible communication and service throughout this incident. I then told them that I expect one of two things: 1) a 20% discount off the total price of the bed or, 2) a cancellation of the order and my money back. They offered me: 1) a $75 discount off the price of $900 (much less than 20%) or 2) my money back, less a restocking fee and the price of delivery, in spite of the fact that their Aug. [redacted] email informed me that shipping is free. I told them that option 1 is unacceptable, and that I refuse to pay either a restocking fee or a shipping fee, since this entire debacle is their responsibility.Desired Settlement: I expect a full refund. I find it absolutely unacceptable that they expect me to pay a restocking fee when they have made one mistake after another and also ignored me, not seeing fit to inform me about anything. I have never experienced such deplorable customer service in my entire life.

Business

Response:

[redacted]

Our customer are extremely valuable to us. We apologize if [redacted] feels that we are not accepting responsibility. To the contrary, we do stand behind our commitment to deliver her order in the proper condition. We are continuing to work towards this end, and would discount her order by the requested 20%.

Coleman Furniture

Review: I placed an order on March **, 2015 for a dresser and 2 chests. I was ASSURED all items were IN STOCK. My credit card was charged in full that day the amount of $3,298.50. I was contacted at the end of March and was advised that part of my order would be delivered on April *. I was advised that the other half of my order was backordered and would arrive just "a couple of weeks after". I was contacted several times over the next 6 mths regarding the backorder date shifting multiple times (see below). Finally, last week, I was advised that it may be ANOTHER SIX MONTHS and then on September * was advised that they are backordered so long that they cannot even provide an ETA when my chests would arrive. So, essentially, I will have waited a year + for my completed order yet they took my money upfrot. They refuse to return the dresser as it is passed their 5 day return policy – the only thing they are willing to offer is $200 refund out of $3500 spent and not fulfilled. This is a bait and switch. I was assured my items were in stock. they took my money and will no complete the order. I am stuck with a dresser and cannot get the chests to match.

May ** – LATE JULY

Aug * – LATE SEPT

Aug ** – LATE SEPT

Aug ** – MID OCT

Sept * – ADDITIONAL SIX MTHS

Spet * – NO ETADesired Settlement: RETURN THE DRESSER AND RECEIVE A FULL REFUND FOR MY TOTAL ORDER IN THE AMOUNT OF $3,298.50

Business

Response:

[redacted],Unfortunately in this case, the manufacturer pushed back the availability of some of the order several times. We are in agreement with the customer, and are willing to process a full refund, if the pieces in home are donated in Renegade Furniture's name.Please forward us a copy of the donation receipt, and the credit will be posted.Sharon M[redacted]Coleman Furniture

The are scammers and liars. They took my money over a month ago and are giving me the run around. Don't trust or buy from them. You will regret it. I'm thinking of getting my lawyer involved. And I'm going to every complaint website, scam website, and any review site to post my horrible experience.

Review: We purchased living room and kitchen furniture from coleman furniture in may of 2013. Within 6 months of normal household use the headrests, back of the recliner, and now the arm rests are coming apart. The "blended leather" is cracking on the headrest area so much that we have to use blankets to cover them so as to not scratch our necks. We have contacted coleman many times and they sent out covers that have to be installed by upholstery companies. We have to have them picked up, fixed, and redelivered and they offered $175 to cover all of that for a recliner and loveseat. Everytime I call to speak with a [redacted], they say to search on [redacted] for a repair company and good luck. The extended warranty will not cover any damages unless it is an "accident". This company is happy to take your money and then if and when you get the furniture, they could care less about you. I just want my money back and them to pick up this sorry furniture so I can purchase something of quality that will last at least a year before falling apart.Desired Settlement: I would like a full refund for the recliner and love seat and to have them picked up.

Business

Response:

[redacted]

We facilitate warranty submissions for our manufacturers. When we do so, we advise the customer of the instructions, our procedures, and possible resolutions.

The customer advised of an issue on one headrest of the love seat. [redacted] was approved for a repair reimbursement and was sent the material that he would need for repair.

When the customer contacted us again stating that he was not able to find someone to do the repair, we asked that he send us a repair quote and that we would look into having the repair budget adjusted. We also gave him all the information that he needed to file a warranty claim with Montage, the company that administers his extended warranty plan.

The customer has received the materials that he needs for repair, and has already spoken to the highest [redacted] regarding this issue. He has not sent us a quote or estimate so that we can try to have his reimbursement amount adjusted. We are willing to help [redacted], but he hasn't responded with what we need in order to assist him further.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have been dealing with these folks for over a year now and nothing has been resolved. $175 is nowhere near enough to cover pickup, repair, and re delivery of both pieces of furniture. As far as the extended warranty that we wasted money on, they will only cover accidents and not manufacturer quality issues. I have called at least 5 times in the last 30 days and NEVER received a call back. This company is all talk and no action once you have the product. I have sent them pictures numerous times and cannot find a repair shop wiling to do the repair. I would think the owner or ceo would want his company to respond better than they have. Either they set the repair up or give me a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

In the interest of getting this settled, we have located a repair service in the customer's area in order to get the repair estimate that we have asked the customer for. The repair service confirmed that repair can be completed in the customer's home, and for only slightly above the repair budget that had been given. We have sent the customer a revised repair allowance and the contact information for the repair service.

We are committed to resolving any outstanding issues - as customer satisfaction is our #1 priority.

Review: I placed an order ([redacted]) on May **, 2014 for two sofas in the amount of $1,708.10. Upon delivery, one couch was in satisfactory condition and the other was found to be defective (I refused delivery). I was later informed (3 weeks later) that this defect was considered to be a "natural defect" and the company tried arranging re-delivery. I refused to purchase a product that was found to be defective. I called Coleman Furniture multiple times in reference to my order and was given the "run-around" stating that I would be charged a 25% re-stocking fee if I tried returning this product. After speaking with management, a resolution that was supposed to be resolved within a reasonable time frame ended up not being resolved until August **, 2014. This was one day shy of being a three month ordeal. My complaint is in reference to both defective products and unreasonable time frames. Upon seeing other cases on Revdex.com similar to mine, I feel as though this is a problem that management has yet to care about or try enforcing change.Desired Settlement: My desired outcome would be a partial refund for having to incur such unreasonable circumstances.

Business

Response:

[redacted]

The customer did contact us after his delivery regarding what he believed to be a defect on the seat of his sofa. We had the sofa looked at by a technician who found no defect at all. The customer took issue with a natural marking which is characteristic of top grain leather. This was explained to the customer, and ultimately he said that he understood, but still refused to receive the furniture because he didn't like it. In an effort to satisfy the customer, Coleman elected to have the furniture reupholstered. In order to do so, new material had to be ordered, and was cut and sewn by the manufacturer to the correct specifications. Unfortunately , we have no control over the time that it takes for this to be done. Once the material was received, the upholstery work was completed and the furniture was re-delivered.

Coleman Furniture

Review: I ordered a sectional leather sofa from Coleman. The furniture was damaged. Coleman had me take pictures and send them a detailed response as to what was damaged. The company picked up the damaged pieces to be repaired. Upon the second delivery all the damages were not repaired "like new", some of the original damage was not even fixed and now the furniture had additonal damage to the sectional. I called the company who again had me take pictures and send to them. When I asked to speak to a [redacted] or someone else above the customer service rep I was told that is "not happening". After insisting I was given a name of someone who would call me on Monday. Monday came and went, no call. I called on Tuesday and was told they were short people and did not get a chance to call me on Monday. It was offered that the furniture be picked up again for repair by the same delivery service and repaired again by the same repair person who did it incorrectly. I requested if another service and repairman was available. I was told no. I was then asked if I would ever be happy with any repairs. I asked what the repair expectation would be. I purchased new furniture, not damaged product. I was told "like new" was the expectation. I asked if "like new" meant replacing the leather instead of trying to repair scratches and holes. I was told yes but they would have to see how long it would take to get the leather in. I asked for a reasonable time frame. The company has had my money since the beginning of February. I was told they could not get me that answer and would get back to me. I did not hear anything and reached out to them by email. I was asked to give them a list of the pieces that needed repair and the delivery company would be contacting me. I had already sent them this info and will be sending it again. I feel this company is not being reasonable, I purchased a new product and they did not deliver. From previous posts it sounds like this company has done this to many individuals.Desired Settlement: If they cannot repair the pieces to be "like new" I would like a full refund without any restocking fees.

Business

Response:

[redacted]

The customer received her delivery and had someone for her sign that it is in perfect condition. Because the paperwork was signed that all items were received in perfect condition - our options are limited as the delivery company will not take responsiblity of damages - once items are signed for that they have been inspected and are in perfect condition.

We are working with this customer to send a professional furniture medic to her home to resolve outstanding issues, but we cannot take back the order at this point

Coleman Furniture

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am confirming that the case was not resolved, my apologies for not responding sooner. As to their response, yes someone did sign for the furniture, and yes she did not notice the damage. When I came home that day I inspected the furniture and found the origianl repairs to be not "like new" and some were not addressed at all, i.e the broken armless chair was still broken. I immediately called the company and notified them as per their policy that unseen damages could be reported, sent them pictures as requested, and requested a follow up phone call on 3/**/14. On 3/**/** I received no phone call. On 3/**/14 I called and was given the excuse that they were short staffed and busy and that is why I did not get a phone call on 3/**/14. After a lengthy conversation it was agreed that the delivery company was going to pick up the furniture to attempt to repair it again along with repairing the original damages. I voiced my concerned as they did not do the job correctly the first time but I was told that they had to be given the opportunity to repair the furniture so I agreed to letting them pick up the furniture. I was told they would be calling me. On 3/**/14 I had not heard anything from Coleman or the delivery company. I reached out to Coleman again on 3/**/14 to check on the status of the pickup of the damaged furniture. On 3/**/14 I received a response that the delivery company would be contacting me soon and to send them a verification of the pieces that required to be picked up.

This is a copy of the email from Coleman on 3/**/14:

[redacted]

[redacted]

On 3/**/14 I still had not heard from the delivery company and reached out to Coleman furniture once again.

On 3/**/14 I received an email stating the delivery compaI am confirming that the case was not resolved, my apologies for not responding sooner. As to their response, yes someone did sign for the furniture, and yes she did not notice the damage. When I came home that day I inspected the furniture and found the origianl repairs to be not "like new" and some were not addressed at all, i.e the broken armless chair was still broken. I immediately called the company and notified them as per their policy that unseen damages could be reported, sent them pictures as requested, and requested a follow up phone call on 3/**/14. On 3/**/** I received no phone call. On 3/**/14 I called and was given the excuse that they were short staffed and busy and that is why I did not get a phone call on 3/**/14. After a lengthy conversation it was agreed that the delivery company was going to pick up the furniture to attempt to repair it again along with repairing the original damages. I voiced my concerned as they did not do the job correctly the first time but I was told that they had to be given the opportunity to repair the furniture so I agreed to letting them pick up the furniture. I was told they would be calling me. On 3/**/14 I had not heard anything from Coleman or the delivery company. I reached out to Coleman again on 3/**/14 to check on the status of the pickup of the damaged furniture. On 3/**/14 I received a response that the delivery company would be contacting me soon and to send them a verification of the pieces that required to be picked up.

This is a copy of the email from Coleman on 3/**/14:

On 3/**/14 I still had not heard from the delivery company and reached out to Coleman furniture once again.

On 3/**/14 I received an email stating the delivery company refused to pick up the furniture because it was"signed for" and there was no documentation of the damages. I was confused, I was told they would pick the furniture up to repair it and now I am being told they would not. When was that decision made? Was it a coincidence that the response to the Revdex.com claim was on 3/**/14 and their decision to not pick up the furniture was on the same day?? They promised to pick it up and now they are telling me they will not.

On 3/**/14 I responded to the request to allow a technician to come to the house to attempt to make the repairs. He is scheduled to come today 4/**/14, that was the earliest date he was available. I asked for an earlier appointment but was told none were available. The conversation about replacing some of the damaged leather was discussed and I was asked to catalog all the damages with the exact location so they could try to order the right leather. I was told that different areas required different types of leather. I was not comfortable with that request and did not want to be held responsible for identifying the wrong type of leather so I told them I would wait for the technician.

I sent ** pictures docmenting all the damage on the furniture. I will be reviewing each one with the technician and documenting the repairs or plans to repair the furniture and have him sign off on each one. I expect a reasonable time(less than 60 days) frame from Coleman furniture as to when they think the repairs will be completed after today. I think that is a reasonable request. If the repairs cannot be made to "like new" I would like Coleman furniture to send new pieces to replace the damaged pieces without any restocking fees charged.

I have copies of all the emails and pictures and will produce them if requried for your review.

ny refused to pick up the furniture because it was"signed for" and there was no documentation of the damages. I was confused, I was told they would pick the furniture up to repair it and now I am being told they would not. When was that decision made? Was it a coincidence that the response to the Revdex.com claim was on 3/**/14 and their decision to not pick up the furniture was on the same day?? They promised to pick it up and now they are telling me they will not.

On 3/**/14 I responded to the request to allow a technician to come to the house to attempt to make the repairs. He is scheduled to come today 4/**/14, that was the earliest date he was available. I asked for an earlier appointment but was told none were available. The conversation about replacing some of the damaged leather was discussed and I was asked to catalog all the damages with the exact location so they could try to order the right leather. I was told that different areas required different types of leather. I was not comfortable with that request and did not want to be held responsible for identifying the wrong type of leather so I told them I would wait for the technician.

I sent ** pictures docmenting all the damage on the furniture. I will be reviewing each one with the technician and documenting the repairs or plans to repair the furniture and have him sign off on each one. I expect a reasonable time(less than 60 days) frame from Coleman furniture as to when they think the repairs will be completed after today. I think that is a reasonable request. If the repairs cannot be made to "like new" I would like Coleman furniture to send new pieces to replace the damaged pieces without any restocking fees charged.

I have copies of all the emails and pictures and will produce them if requried for your review.

Sincerely,

Business

Response:

[redacted]

As mentioned previously we went above and beyond incurring fees for a tech to go after customer signed for all items being inspected in perfect condition. We could not hold the delivery company liable at this point, and we filled our obligation to this customer ([redacted]). Furniture tech did the repair work, and we paid for this as well. If customer is not satisfied at this point, we do not have any other avenues to resolve this issue. We have paid all fees of delivery and repair, and fulfilled our obligation.

We are committed to customers having a positive experience - and we did everything possible in this situation to satisfy this customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Coleman furniture made me a guarantee that the repairs would be like new. They also told me they would come and pick up the furniture after the second delivery to have it repaired. I am not surprised at their response and it is obvious they never intended to fix the furniture. They even tried to accuse me of damaging the furniture. They place the blame on the delivery company. So after it leaves Coleman's warehouse they have no responsibility to their customers? They hired the delivery company, there is no way to hold them responsible? Are they going to keep using the same delivery company after this incident? Is it possible the delivery company did damage the furniture and tried to hide it? How can such a large successful company allow a local delivery company to dictate how their customers are treated?

Coleman requested pictures and details from me about the damages and then wanted specifics so they could order new leather to repair the damaged leather. Why did this company make me do all this if they had decided back in March that they would not do anything after the second delivery. Again I admit the furniture was signed for after the second delivery and the delivery company pulled a fast one knowing very well the furniture had not been repaired the first time and there was more damage. If the broken chair was repaired on the first repair why did it have to be fixed again. I asked for details of the first repair and received nothing. I was told to send pictures of the damages again and verify what pieces needed to be picked up. When did Coleman furniture decided to not pick up the furniture? It was one day after they responded to the Revdex.com complaint that I called for a third time to see when they would pick up the furniture and was made aware they would not pick up the furniture. Why did they tell me in two emails tell me the deliveran would be picking up the items? It does not make any sense.

I agreed to allow Coleman to fix the furniture like new in my home. They have not done that. They have not fulfilled their obligation or promises to me. Their attempts to hide behind a policy that their customer service agents did not even follow when dealing with me is not acceptable. I purchased new furniture, if Coleman cares about their customers satisfaction they would go above and beyond to do what is right.I am very disappointed by their responses and feel they were only attempting to pacify me and even bullying me in the hopes I would give up. I will not be giving up on expecting them to answer for not doing the right thing for a customer.

Thank you, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a sectional on 11/**/2014 from Coleman (Renegade) Furniture.

In their terms of use it states they double check the furniture for errors and damage before it leaves their warehouse.

Evidently not the case as we received a sectional that did not go together, hence, was unusable for the holidays.

They wanted us to keep the pieces that did not fit together and send us new hardware so we could fix it? Not a viable solution in our opinion, and quite out of their own TERMS OF USE AGREEMENT.

Ended up being back charged $800.00, we plan to sue. From other complaints it seems as this is the typical MO of this company, they should be closed down.Desired Settlement: Return of the $800.00 fraudulently obtained.

Business

Response:

[redacted],Customer placed their order online on November [redacted] and delivery was attempted to the customer on December [redacted]. The customer called us from delivery to report that two of the sectional pieces did not have the correct connectors. The customer was requested to send the pieces in question back with the delivery team. The customer instead advised that they were cancelling the entire order and refused to deal with our company any further. Due to the unexpected return, the driver was unable to take the furniture back at the time and a team was sent the next day to retrieve the items.The customer was advised of the cancellation charges. Since we have not been in communication with the customer and we have received another dispute of the charge, we have refunded customer as she was previously advised.Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]All furniture is inspected in advance. If an issue is found during delivery, we take it back at no cost to the customer and resolve the issue, or replace it. By cancelling order, we needed to ship the order back to the manufacturer. This is where the costs of restocking came in. We are willing to help with those costs, but these were actual costs incurred.Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If the furniture was inspected in advance, the flaws and inability for the pieces of the sectional to fit together were overlooked, hence, not a viable inspection.We were unwilling to accept defective furniture, which is completely reasonable. If you met your terms of sale, and had indeed inspected the furniture, this would be a non-issue.You have the legal obligation to deliver what you advertise, not defective items.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: We ordered a kitchen table set on ** May 2015 and paid $1987.00 on ** June 2015. On ** June 2015 they tried shipping us the wrong chairs with everything else having a bad paint job; so we declined the shipment. That was on a Saturday in which they are closed, so on Sunday (next business day) we called them and emailed them saying we want a refund and we have proof of this. They never gave us a refund after multiple attempts and I had to file a credit card dispute with [redacted]. Well [redacted] just told me that since we didn't specifically ask for an RMA (return merchandise authorization) per there return policy than I can't get my money back. This is completely ridiculous because by me asking for a refund it is implying to them to generate an RMA. It is not up to me to know there technical terms... asking for a refund is just that, ASKING FOR A REFUND. Now they have $1987 of my dollars and I have nothing to show for it... no table, no chairs, NOTHING. They basically stole my money. I have tons of proof to what happened.Desired Settlement: I would like a full refund since they tried sending me the wrong chairs and a bad paint job table. I have more proof that I was being completely reasonable and asked for store credit for a couch I liked on their website and I also have proof of my long standing loyal history of buying from their company. My wife and I have spent over $9,000 in the past when we bought a dining room set to include a china cabinet and we bought both of our twins bedroom sets (beds, dresser, and desks). This is how they treat their long standing loyal customers... a bad business model if you ask me.

Business

Response:

[redacted]The correct table, but incorrect chairs shipped out to this customer. We advised the customer that we will have the correct chairs shipped to him. However customer has advised that they do not want the order now and has cancelled. Since we shipped the wrong chairs customer will not accept the order and has advised he will cancel. He advised he is disputing and will not pay any fees and wants a complete refund. We have tried working with the customer, offering compensation, and exchanges, but customer will not accept any resolution. Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This company tried forcing us to accept the wrong order by saying they'll give us a $100 credit. We had already given away our old kitchen table and chairs because we were expecting that we'd be shipped what we ordered. Since the original, wrong, shipment took 7 weeks to deliver we didnt want our kids going another 7 weeks without somewhere to sit and eat. Therefore we declined shipment since I was not obligated to the companies Terms and Conditions once they tried shipping me wrong merchandise. For them to say we were not reasonable about it is ridiculous because we even said we'd accept store credit. We've been a loyal customer for 5 years and have bought over $9000 worth of furniture from them. If anybody is being unreasonable it's them for banishing our future, loyal business. We will not accept store credit and want a 100% refund because they have nothing once they sent us the wrong merchandise we were no longer obligated to their terms snd conditions. Terms and Conditions are contingent to the company sending the order in which the merchant agreed to them upon.Very Respectfully[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]Customer ordered a dining table and chairs. Unfortunately the manufacturer sent the incorrect chairs and the mistake was not caught until the item was delivered to the customer. Customer refused delivery and declined to allow us to order the correct chairs. We offered the customer $150.00 as compensation and customer declined. Customer has advised that they already purchased another set and refuses to pay any restocking fees for cancellation. We are willing to offer 300.00 compensation, but we had to ship the entire order, including correct pieces back to the manufacturer. Customer was unwilling to allow us to make things right. Please advise if this will be acceptable so that we can help close out this issue.Sharon M[redacted]Coleman Furniture

Review: I received an e-mail asking me how I was enjoying the purchase of the Porter Entertainment Wall Unit today but I still have not received it. I purchased the Wall Unit on March **, 2015 and I still have not received my purchase as of May [redacted], 2015. This item was originally scheduled for delivery on April [redacted], but the shipping company found a manufacturer defect on the item, and delayed shipment on my purchase. This was fine as I wanted to make sure that the item was intact and functional when I received it. Delivery was rescheduled for May [redacted], and the item was so damaged upon delivery that the shipper didn't even remove them item from the truck. The shipment was refused as per Coleman Furniture's Terms and Conditions and I have called and left several messages with Coleman Furniture to please give me a status update on when this will be rectified, but they have decided to leave this in the hands of the shipping company to handle. I don't think that this is fair as I paid Coleman Furniture directly, not the shipping company, and they should be the ones dealing with this customer service issue. Coleman Furniture has had my money for over 2 months and I have nothing to show for it. I have ordered from Coleman in the past, and luckily those items were not damaged during shipment, but this will be the last time that I order from Coleman Furniture unless they seriously revamp their customer service department and procedures.Desired Settlement: I would like prompt delivery of my order and an apology from Coleman Furniture. The shipping company that spoke to me regarding this matter said that they might eventually send a refurbished Wall Unit, but I paid for a brand new one so I also want to make sure that if they ever do get around to sending the product that I ordered back in March, that it is in brand new condition. If they cannot fulfill this, I want a full refund and apology and I also want them to post all of the reviews on their website and not just the positive ones because the moderator is making their website very misleading.

Business

Response:

[redacted],Chemika from the delivery company [redacted] - a professional furniture white glove delivery partner has reached out to the customer, and we are working on resolving all issues. New parts have been ordered to resolve the delivered with issue piece, and we will be working as diligently as possible to rush it to the customer.We would like to offer 75.00 compensation on the order due to the issues, if customer will confirm that this is satisfactory and update her comments.We do apologize for the issues involved here.Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Good Morning [redacted], As Sharon has stated in her reply, Chemika, from [redacted], has left voicemails for me on my cell phone once a week since the delivery of the damaged item was refused. Chemika’s phone calls to my cell phone ring one time then go straight to voicemail. The voicemails that she leaves are just reminders that this issue has not been resolved and that she will call back in one week’s time with another status update. I have not personally spoken to Chemika about this issue, as for some reason the phone only rings one time and goes straight to voicemail and she does not leave a number for me to call back, but I do appreciate that the shipping company is at least trying to reach out to me. What I do not understand, is why the shipping company is providing customer service for this issue, while Coleman Furniture is not. My husband and I have called Coleman Furniture on several occasions and received little to no help on each call. As payment was made directly to Coleman Furniture for this item, I believe that Coleman Furniture’s customer service department should be handling this issue and said customer service department should be providing us with frequent updates on the situation. Payment was received promptly and fully on this item, and it is frustrating that after almost 3 month’s time, we have nothing to show for it. As stated in my original desired settlement, I would either like a brand new unit like I paid Coleman Furniture for or, a full refund on my purchase so that I may buy a brand new (not refurbished) unit from a local store, and not have to wait any longer for this issue to be resolved. Lori C[redacted] from Coleman Furniture spoke to my husband last week and told him that neither of these options would be possible, and that if we wanted a refund that we would be charged a restocking fee of 25% of the purchase price, and that we would also have to pay for the shipping of the wallunit. I think that this demand is and was unreasonable, since the condition of unit upon delivery was no fault of our own and we were not originally charged a shipping fee for delivery of this item. If anyone should be paying these fees, it should be [redacted], as they were responsible for the shipment of this item. Lori also stated that the lead time on replacement parts for the unit was 3-4 weeks out, which means that I may not see a wall unit until July or even August. This does not sound like a rush to resolve this problem to me. We have made clear our options for a satisfactory transaction. Coleman Furniture has stated that they will not agree to any of the options. I thank you for your time and do hope that we can promptly resolve this matter. Sincerely,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Business

Response:

[redacted],Customer has not been willing to accept any offer that we have presented. What should we do more than just responding the same here?Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We have expressed many times how we want this resolved. We have spent too much time dealing with this. Please see that we are refunded in full.Thank you,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Web site showed one item, but they delivered a different one. They refuse to issue a return authorization number unless you agree in writting yo pay a restocking fee and round trip delivery fee.Desired Settlement: I desire a full refund including any fees or taxes. I also desire that the company fix ALL the incorrect pictures shown for the Grecian Amber RAF Section and also the Grecian Amber LAF Sectional which also shows to wrong pictures.

Business

Response:

[redacted]This customer ordered online where we provide detailed information regarding the items including the direction of the sectional, product skus, individual pictures, and layouts. One of the layouts is provided by the manufacturer [redacted] - and is for dimension reasons - to help figure out how much total space is needed. This customer incorrectly thought they were getting the opposite configuration than what they ordered. The website correctly displays what the customer ordered and their order confirmation that they received also showed the customer exactly what configuration they ordered.We have advised the customer that to return this and get the opposite configuration they would have to pay fees. Customer refused. Customer accepted item at time of delivery.We can send this item back to the manufacturer - and we are willing to pay the restocking fees for the customer, but the customer will have to pay return shipping fees on this item.

[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Coleman Furniture's web site had incorrect photos and images posted. Because of their incorrect photos and diagram and confusing information the incorrect item was sent to us. The web site had multiple item numbers shown which were incorrect and confusing. Using their web site photos and diagrams we ordered to the best of our ability. Since we filed this complaint the company has change some of their images. However, we have screen captures showing what the web site looked like at the time we ordered the sectional.The image attached shows how the web site looked when we ordered the sectional. Coleman Furniture by changing the diagram image for the item we order acknowledges that they had the incorrect diagram posted on their web site. The diagram that was present at the time we ordered was the sectional we wanted. We ordered based off that diagram and the photos.Due to the way the company has handled our complaint we do not desire to wait an additional 6 weeks for them to correct this mistake. We are requesting a full refund due to their inaccurate web site. If someone had showed me a couch in person, but then delivered a different couch, then I would expect a refund as well. Since this is an online order, the best way we have to see the product is through the company's photos and diagrams. Since they had incorrect photos and diagrams posted for the item, the wrong item was sent to us.On May [redacted], [redacted] sent us an email requesting a photo of the sectional in our living room that we received. We immediately sent her a photo of the sectional in our living room as well as the images we captured from their web site. We have not received ANY communication from Coleman Furniture since then. They have not contacted us regarding a return item number or if they will refund our money.Thank you for assisting us with this deceitful company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Revdex.com, We sent a copy of the item we received as requested by [redacted] of Coleman furniture on May [redacted] but its not until June ** that we again received an email from [redacted] of Coleman Furniture saying that after they reviewed our order confirmation, we in fact received the right item. I sent an email to [redacted] asking about the fees so that I will know how much the fees they want to charge us but I never agree that we are wrong with our order. I just want to return the wrong sectional they delivered to us.We have contacted Coleman furniture the same day we received the sectional which is May [redacted] but did not received any response from them until 4 days later which is May **. She sent us again an email on May [redacted], then last email is on June **. We will not pay for any shipping fees or restocking fees for something that is not our fault. We have photos of the RAF Sectional & diagram that they USED to have in their website when we placed the order and now they have corrected photos in their website after we communicated with them but unwilling to admit their fault and give us a Full refund. The only way to satisfy us is to let us return the sectional to Coleman Furniture at no cost to us & get a FULL refund of what we paid including Taxes which is $1303.00. I really hope this issue will get resolve soon. We are very determine to get our Full refund. Thank you.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]We are willing to cover any restocking fees - but to send back the sectional - the delivery company will charge for pickup and repacking it. The sectional sold was exactly as advertised and as shown by [redacted] - the manufacturer. We have continued to make offers to the customer - as we are willing to cover costs - or have customer keep at a discount, but we cannot cover 100% of the fees unfortunately.[redacted]Coleman Furniture

Review: Received a computer desk that was scratched up and has a crack in the front left front door that had been covered up with furniture polish or some kind of furniture quick fix. Contact company and they stated they would have to put it under the manufacturer warranty but theirs nothing they can do.Desired Settlement: Replace the defective product and don't charge me for shipping to replace the defective product.

Business

Response:

[redacted] was signed for at delivery attesting that the desk was received in good condition. The same delivery document states that if merchandise is damaged in any way, it must be noted on the bill of lading and the damaged should be immediately refused and returned with the carrier.Since the desk was kept and no issues were noted, we would address any concerns that [redacted] has via the manufacturer's warranty.[redacted]Coleman Furniture

Review: We have purchased furniture a 3 piece reclining sofa set model - ASL-53000-88-86-ROOM from Coleman Furniture, we received furniture with defects and requested service or replacement or return but we are not getting any services and so reporting complain here.Desired Settlement: We would like someone from Coleman to at-least reply to our communication and either refund or replace our furniture.

Business

Response:

[redacted]We delivered the furniture to the home on January [redacted] - the customer called from delivery stating that he does not like the merchandise. He was advised that he could return it, but charges would apply. The furniture was kept in the home.The customer then emailed us with pictures saying that the sofa and love seat were not assembled correctly. We replied to this email - the furniture was well within standards and showed no issue. We also advised the customer again of the return policy at that time.If there is a different issue that needs to be addressed, we would ask that they call out Customer Service staff at ###-###-####[redacted]Coleman Furniture

Review: Ordered March **, order [redacted], sleeper sofa and loveseat. Email ** March they had been shipped. Delivery scheduled ** Apr. Not delivered ** Apr. Called, was told by one person the loveseat never shipped and the sofa was broken. Was called back by [redacted] and told it would be delivered within 2 weeks. ** Apr email, was told it was really shipped this time. Called ** Apr, was told it was now on backorder and wouldn't be delivered until "end of May". Informed them I wanted to cancel order. They would not let me talk to [redacted] and said cancellation would cost me 25% of order. Amazingly, on ** Apr, call from [redacted] said "she pulled some strings" and would be ready for delivery the following Monday. Asked for an email to confirm, and she sent one saying it had been inspected and would be delivered on [redacted]. Apr [redacted] email said it had really been shipped this time. Called Apr [redacted], was told there was damage and delivery would be delayed again. Called Apr [redacted] (today), said they couldn't repair it yet, they would get back to me on status. Followup call on [redacted] said the warehouse is closed and there are no updates. The stories continue to change depending on who you talk to. Luckily, all the calls are recorded for my protection, and all the emails saved.Desired Settlement: Now approaching 2 months after order with no end in sight, I just want this ordeal over. Nothing on this ordered has been delivered yet, and what they are offering is damaged furniture if the delivery ever happens, which I doubt. I am not going to pay 25% "restocking fee" for something that has never been delivered.

Business

Response:

[redacted]

In regard to this order we are agreeing to cancel this order and we will be refunding this entire order. Customer will receive refund today and this should close this issue.

Coleman Furniture

Review: Coleman Furniture delivered defective two Power Recliner Sofas to us and refuse to honor any of the promises made on their web site. Contacting customer service has been an exercise in double talk and frustration. Each contact with Melissa H[redacted] is an education on why we should have researched this disreputable firm before doing business with them. I believe they are guilty of fraud and deserve criminal prosecution. We will be contacting the prosecutors office tomorrow.

We simply want a the furniture taken back and a full refund. We bought the furniture to relax in, not spend hours uploading video's, pictures, and PDF's of defective furniture.Desired Settlement: Refund. At this point we don't trust Coleman Furniture to deliver acceptable replacement furniture and don't wish to continue this saga any further.

Business

Response:

[redacted]Coleman Furniture has been in contact with this customer and is working towards getting this resolved. We have ordered the replacement parts that a certified technician will utilize to restore the item to manufacturer specification. The customer has agreed to this resolution. Sharon M[redacted]Coleman Furniture

Review: On 8/*/2015 we finally received the couch we purchased from Coleman Furniture for $2171.00 over 4 months prior(4/**/15). The day it was delivered we tried to return it as the documents stated but the moving company refused to accept it. We then called Coleman Furniture as stated on the paperwork but had no answer. We then wrote on the contract damaged goods before signing the documents. The next day we finally were able to get a hold of Coleman furniture and were asked to send pictures of the damages which we did. After 3 weeks they still had no answers for the problem but kept saying they would send someone out. Finally we filed a dispute with the credit card company after getting the run around for a month from Coleman Furniture. This credit card dispute is still in review.Desired Settlement: We want the couch taken back and full refund.

Business

Response:

[redacted]This customer has initiated a credit card dispute and the dispute is still being reviewed by merchant services at this time.Customer noted on delivery paperwork that there was an issue with delivery. Customer was offered $300.00 to keep furniture as is and refused that offer. We have also advised customer that we will send a technician to his home to address any and all issues and customer does not want that to happen either. Customer is refusing to work with us and only wants the item returned for full credit. As items have shipped, we would like to have issues resolved, and have delivery take place - as well as offer additional compensation. Those are the options at this time.Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Yes, we have filed a dispute with credit card company. Yes, they offered us $300 compensation, but only after we filed a dispute. We were told they would send someone out to fix the problem but after waiting for this person for a very long time we decided to file a dispute. Coleman furniture told us that within 24-48 hours a person would contact us to come look over the problem, but yet 3 weeks went by and nothing. We finally filed a dispute and at that time were told they would only send someone out if we cancelled our dispute. The entire process should have been avoided if we were able to send back the product on day of delivery as instructed. We were told ,"no" when we tried to send a damaged product back. We followed their instructions by calling there phone number on day of delivery if there was and issue and also tried sending it back that day. Finally, when told no, we wrote on the contract damaged goods. Why would we want to keep damaged goods???Thanks,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] This customer has disputed with their credit card and per Merchant services the dispute was resolved in the customers favor and the funds were returned to the customer 11/**/15. The customer still has the merchandise in their home. There is nothing further for us to do to resolve this with the customer. Please advise if the customer has been advised differently by their bank - but as far as we were notified, all funds should have been returned to customer.

Deception...

When I ordered my dining room furniture from Coleman, they attempted to deliver damaged and poorly repaired furniture vs. the new furniture ordered. The order was over $5,000. I am not being picky when I state that the furniture was poorly repaired. One (1) inch gaps in buffet seams due likely to being dropped, doors cracked in half, three (3) inch chunks of wood missing in the pedestal, chairs so unstable you could never sit in one, etc...

What you will hear when you attempt to resolve in good faith..

Lies, stall tactics, deception. They will try everything to get the damaged furniture into your house. DON'T LET THEM !!

You will never be able to address any issues after this point.

Review: I purchased a sectional sofa from Coleman Furniture on 4/**/15. The sectional arrived on 5/**/2015. Coleman guarantees a "white glove delivery". The sectional arrived with no packaging other than thin plastic on each of the 4 corners. As the delivery men brought it into my home they scuffed the sofa on all four sides, damaging the sofa part of the sectional significantly. Upon checking Coleman's website, which advised to refuse delivery if items were damaged, I had the men remove the sofa from my home. I also inspected the chaise part of the sectional and saw that it was also damaged. The delivery company took both pieces back. I called Coleman and was advised that I would be receiving an e-mail telling me how to proceed within 24 hours. I did not hear back so I called again. I was told that upon inspection, one piece of the sectional would be "restored" while the other piece had to be re-ordered. I told the representative that I did not want a restored item and to not order the second item. I was again told that I would be contacted with updated information. I was not contacted so I called again. I spoke to the [redacted] ([redacted]) and explained that I did not want to pay full price for a piece that was "restored" and did not want to wait over 5 weeks for the other piece to be replaced. I told her not to order another piece and to cancel the order. I was rudely told that if I cancel the order at this point, I would have to pay a 25% restocking fee as well as shipping charges, which totaled half of the price of the sectional. I tried to argue that it was their fault for not packaging the item correctly, but she was relentless and I agreed to have another shipped out as she assured me I would receive the other piece "much quicker" than the first order. That was on June [redacted]. I just received an e-mail stating that the item was just now (June [redacted]) shipped from the manufacturer, which means it will be weeks until I receive it.Desired Settlement: I believe I should not have to accept this order and receive a refund because a) I do not want refurbished items for the full price b) I told them to cancel the order well in advance of it being shipped out c) it was damaged because they violated their policy of a white glove delivery

Business

Response:

[redacted]We apologize for the issues involved on this order.We can waive the restocking fee for this customer - as we are committed to having happy customers. However, the shipping charges to send back the order to the manufacturer - of $150.00 still would apply. Please advise us if customer would like to accept delivery at a $100.00 discount on the order, or pay the $150.00 shipping charges to send back order to the manufacturer.[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Upon receiving severely damaged items, I called Coleman every day to get updates and told the representative every time that I did NOT want the second piece shipped out and I did not want the other piece that was to be refurbished. When I finally was able to speak to a [redacted], I was informed that the order had already been shipped and if I canceled at that point I would be charged. I was bullied into consenting for the shipping of the new piece by [redacted].

Sincerely,

Business

Response:

[redacted]We have purchased a brand new replacement item for this customer, and it is at the Tampa Hub ready for delivery for this customer at no additional cost. We are not charging customer for this replacement or for the redelivery. Hub has attempted to schedule delivery - and will continue to do so. We would also like to offer $75.00 compensation due to the delays in this order and the issues involved.However - if customer doesn't allow us to deliver - order will be needed to send back to the manufacturer - and shipping charges do apply for sending it back.We do want to get this delivered to the customer.Please let us know what customer prefers[redacted]Coleman Furniture

Review: I ordered furniture on June ** with an expected delivery of 2-4 weeks. I called prior to placing order to verify delivery seeing it was going to Texas and we would have no bedroom or living room furniture until it arrived. I was informed that it was in stock and will be closer to 2 weeks, so I placed the order. I am now told it has not been shipped from manufacturer and will not be shipped until Aug * to warehouse where it will be inspected and then shipped to us. That is not the time frame I was personally told and being 28 weeks pregnant with no bed to sleep on is unacceptable. I have been in contact with [redacted] and [redacted] over the past week and the say it is in stock and leave warehouse on Aug *, so I asked to cancel order seeing it is not in the time frame I was personally told on phone it would arrive. I was told I would need to pay a restocking fee of 25 percent seeing I am canceling my order. I explained that is has not even left the manufacturer and there should be no restocking fee especially seeing I was personally guaranteed verbally that it would arrive in closer to 2 weeks. When I spoke to [redacted] he said he would see if he could get the fee waived seeing it had not shipped. I spoke with manager who was less not willing to listen to my reasoning. I was hoping you could help so others are not given false information which costs them more in end.Desired Settlement: Not being charged the 25 percent restocking fee for merchandise that was not shipped from manufacturer.

Business

Response:

Attention [redacted]:

We give a general 2-4 week time frame for deliveries on our website. This customer was informed of a 4 week ETA after she placed the order (this is an estimate as we clearly explain and write on the website). The mattress on her order is a SImmons mattress which is custom made for each order, and we give a 4 week ETA to anywhere in the country. Customer is having order shipped to El Paso TX and we already have the furniture moving en route. As per our terms and conditions which customer agreed to at time of order and can be seen here: [redacted] customer is responsible for 25% restocking fee when cancelling.

Please advise if customer wants to go ahead and pay the restocking fee with cancellation or keep order as is.

Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

My order had never left the manufacturer like she stated. I called to check on status and was told it had not shipped from manufacturer and would not until Aug *. That is when I canceled the order . The information she provided is inaccurate and hence there should be no restocking fee secondary to no merchandise to restock.

Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

As mentioned previously - the mattress is customer made to order. Once production was created we are stuck with the restocking fee as well. The Ashley items were assigned to a trip at the time that customer contacted us - and we are stuck with the restocking fee on those as well. There is a 24 hour time period to cancel orders from when they are submitted as per our terms and conditions which customer agreed to at time of order and can be seen here: [redacted]

Customer was refunded the balance of the order.

Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because.

They have not been truthful.

Good afternoon,

It looks as though Coleman furniture has changed their story once again. They stated earlier that Ashley had shipped the furniture to now stating they had not shipped it, but did had a shipping date. As far as the mattress goes, I do not believe they are special made for each customer. I have a hard time believing anything Coleman furniture has to say and I do not feel I need to pay a restocking fee for merchandise that was never shipped. Coleman furniture had changed the story about my order and I would not recommend a company that is not honest with a customer. I do not feel I need to pay fee.

Thank you,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I order two pieces of furniture from Coleman. A power recliner and a 2 seat power sofa. I ordered the furniture Jan. ** 2015. The furniture arrived in about 6 weeks on time. We accepted the recliner but had to reject the sofa as the reclining mechanism was broken and not operating correctly. Two bolt heads were sheared off and the actuating arm was clanking when powered on. When the sofa was unwrapped a bolt head fell out. So I believe that the problem occurred at the manufacturing site when it was tested. I asked for a replacement as I had concerns as to what caused the stress to shear off two bolts. I was denied this request and told that I had to accept the same couch being repaired. Forward 3 months later to today June **, 2015. Today we get our repaired couch. Before it is even out of the packaging we see that the bottom corner of the sofa has been scuffed to the point that the leather is completely gone. We asked the delivery people to please make sure the couch is acceptable before they brought it. Hard to believe they missed a corner with the leather completely rubbed off.

When I originally sent the couch back I was told that if I wanted my money back I'd have to send the recliner back as well at my own expense which I think would cost me about $300. I've seen other complaints that indicate I'm going to pay a 25% restocking fee. I have no sofa after 6 months and they have my money. My credit card company says their is nothing they can do. I gave them a chance to fix the sofa. They failed.

The sofa was not wrapped and sealed the second time around like it originally was. Instead of being encased in cardboard it only had cardboard on one end to protect it when it was standing on one end. It had a blanket on the front but no blanket covering the back of the sofa. Other than that it was wrapped in cellophane.

Obviously we are very disappointed. We've been using lawn furniture inside for months as we gave away our old furniture. For them to deliver the sofa damaged after waiting 3 months to have it repaired is inexcusable. It shows a blatant disregard for customer service.

I don't feel I should have to pay a restocking fee for such a shabby product and shabby service. I want my money back on the sofa. I shouldn't be required to pay to ship the recliner back and pay a re-stocking fee as well.Desired Settlement: I want a refund on the sofa with no restocking fee as it is damaged and shouldn't have delivered it to me that way after waiting 6 months.

Business

Response:

[redacted]We apologize for the issues on this case - and we are willing to pay half of the fees that are incurred by sending back the order to the manufacturer -as we want to work with the customer - and our commitment is to having happy customers.Please advise if we can go this route - and cover half of the shipping and restocking fees, or if customer is willing to accept the furniture at a $200.00 discount.[redacted] Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Your offer is not acceptable to us for the followingreasons:- As the customer, we have fulfilled our part of thebargain. We paid you in full and whenthe sofa came damaged, we abided by your policies by accepting the undamagedportion (wide recliner) and rejected the damaged portion (sofa). We also accepted your decision to repair thesofa even though we wanted a replacement per your policies. We then gave you ample time to correct thisproblem – 3 long months. You, as theretailer, have not fulfilled your part of the bargain. You have failed to provide us the merchandisethat we have paid for and you did not abide by your own stated policy that allfurniture will be thoroughly inspected for defects prior to delivery and thatall furniture will be professionally packed and shipped to avoid damage. (I am happy to provide pictures showing the contrary.)- It seems to go against common sense to ask us to returnthe part of the order that did come in satisfactory condition which we havebeen using for the last three months.- We do not know whether it is negligence or an error madeby an employee of Coleman Furniture or the delivery company (which youselected) that has caused us to be without a sofa for 6 months but we do knowthat it is not our fault. We should notbe penalized for errors caused on your end by having to pay any penalties suchas restocking fees or shipping charges. - We also have no faith in the fact that your company willbe able to deliver us a sofa in a timely fashion that is not damaged as youhave had two opportunities and 6 months to do so and have not been able to.- Lastly, I would just like to mention that for a companythat “prides itself on making the customer happy”, we have yet to receive areturn phone call from our many messages or emails requesting a resolution tothis matter. What we are asking for is simply a refund of the sofa thatwe have paid for and you have not provided. If you feel as though there are damages to be paid – I suggest that youcontact the shipping company which managed to tear off a corner of the couchunder their care.[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]We have accepted the dispute with the credit card company on the sofa that was refused. Customer will be getting a full credit for this piece.We do apologize for all of the issues involved in this - and are 100% committed to having a positive experience for our customers, and we apologize that this did not happen in this case.[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Ordered a couch and loveseat from them and within a week of the couch being delivered the structure of the couch broke and we have been trying to work with Coleman for 3 months now to get the issue resolved. They did offer to pay a small amount towards us having the couch repaired locally, but their offer was much less than the actual repair cost. We have asked them to ship us a new couch because that is what we paid for and they are not willing to get it repaired correctly or send us another couch. We have done everything we can to work with them but we go weeks without any contact from them then are told it's our responsibility to find a repair place and pay for repairs if they are over the small amount they offered.Desired Settlement: We would like Coleman to either have the furniture repaired to new quality or replace the damaged couch we were delivered. If the repair cannot be made to where the couch looks new, then it should be replaced. If they are not willing to do this, then they should provide a full refund so we can go purchase the furniture at a reputable place.

Business

Response:

[redacted] received delivery of his order on October [redacted]. At that time he signed saying that the furniture was inspected and found to be in good condition. The customer called us about two weeks later to report an issue - as with any issue noted after delivery this was addressed via the warranty.We do apologize for lags in communication, and if [redacted] will provide a copy of the quote that he refers to we will look into having your reimbursement amount increased so that the cost of repair is fully covered.[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As with other Revdex.com complaints against this Company they often blame the customer. In this situation, the couch was delivered and signed off on, but within two weeks a board inside the couch broke loose. From the outside, the couch did look fine, but inside it was broken and we had no way to know this. There is a hole where the board with staple is punched through and they said they would send me a matching leather panel that could be used for the repair and they have not done so. They have also not responded to my last few emails and my request to escalate to a manger to resolve the issue. They also sent me a list of people in my area that could repair the couch, and none of the people on the list could actually do the repair. Coleman wants me to pick the repair company so if its not repaired correctly they can push it back on me since I chose the repair person. This issue is not resolved at this time.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]We have ordered replacement leather to be sent to [redacted]'s home direct from the manufacturer.We have also contacted a repair service that will call him to schedule repairs for his sofa.We do want to make sure that [redacted]'s furniture is taken care of as quickly as possible, and will help him through the rest of the warranty procedures.[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter is being worked out, I will update once the work has been completed and if its satisfactory.

Sincerely,