Smitty's Restaurants

***Coleman Furniture recognizes the frustration that the customer has experienced pertaining to this orderOn 3/*/the customer spoke with a customer care agent where they were updated that the order was back-ordered until mid March 2017. The customer had been offered as compensation
the Guardian Protection Plan to offset the delay in the order shipping from the manufacturerThe customer accepted the compensation of the Guardian Protection Plan along with willing to wait for the order to shipIf the customer decides they no longer would like to wait for the order, they can contact Coleman Furniture As long as the item has not shipped from the manufacturer, the customer would be able to receive a full refund. Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Good Morning ***, As Sharon has stated in her reply, Chemika, from *** *** *** ***, 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 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*** 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 *** *** *** ***, 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-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,*** ***
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***The email that the customer has referenced states: "generally" takes about a week. That in no way is a solid time frame as transit times vary. We have however verified that the item has arrived at the local delivery company today. They will be inspecting it and customer will be called within hours to schedule his delivery. Sharon M*** Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Once again the business has indicated they are allegedly absorbing the cost of the desk even though they have stated in writing which I am attaching that the manufacturer is paying for the desk which was defectiveIn addition the manufacturer is headquartered in California and Coleman is in New YorkThe actual cost of shipping to Coleman which they allege the manufacturer is going to pay (see attached correspondence) would be greater than the cost to ship directly to Wyoming where I resideThe cost they are charging, which they claim is the actual cost, is not reasonableIt is more than 33% of the cost of the deskThe manufacturer should be absorbing any costs for shipping since the item is defectiveThis is standard business practice for most businessesWhy would the consumer be responsible for assuming the costs of replacing a defective item? The more important point to be made here is Coleman's representative is alleging they are absorbing the cost of replacing the desk and that is based upon the attached correspondence from them (P.O.) which indicates the manufacturer has approved replacement of the desk and the manufacturer is paying to send the replacement desk to them (Colman's representatives written correspondence)
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 ***, I was informed that the order had already been shipped and if I canceled at that point I would be chargedI was bullied into consenting for the shipping of the new piece by *** *** ***.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I should not have to fix or repair this damage caused by their shipping company !Also , I paid well over $to receive a complete order in which I cannotThe power cord is missing from the Bluetooth console of the couch , and they are telling me that they will only provide tracking information only after 5-days from when I contacted themThis is ridiculous ! How am I suppose to enjoy and utilize the new couch I purchased ? And why should I have to wait until most likely weeks until I receive the cord ?? They didn't offer an type of compensation whatsoever for thisThe process they told me and is in their emails are , the couch gets ordered from the manufacturer, and then gets shipped to them so they can inspect it , after that it gets transferred over to the shilling companySo why didn't they inspect that there is no power cord for the unit ?? This isn't my fault and I shouldn't have to wait most likely weeks to receive something that should have came with my couch ( purchase) After speaking to them about it , they said they don't offer any compensationI paid well over $to sit and wait another weeks to really utilize my couch ?? Unacceptable !!
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Sincerely,
*** ***

*** Customer placed his order 9/**/online for a Luke Leather sofa. He was advised on 9/**/that there was a 12-week manufacturing time frameNovember *, customer was advised of an estimated ship date of mid December At that time he advised he would be out of the
country in January and February 2016. In January the customer was advised that there was a delay in shipping from the manufacturer and was offered a $compensation which was already refunded to him. Due to delay in manufacturing and having to wait until the customer returned from his trip the delivery company was not able to get him scheduled until today. He is scheduled for delivery today.Customer was advised of the time frame for making his order with the manufacturer and what to expect with scheduling.We can up the compensation to a refund due in an effort to offer our apologies to the customer. Sharon M*** Coleman Furniture

***We had a rep as well as management from ***, and our delivery company manager look at the furniture and determine that it is not damaged, but was sold and attempted delivery as advertised. Unfortunately we cannot waive costs at this time.;Sharon M***Coleman Furniture

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I called multiple times in various days and times via the number and via direct number to Felice C***.I still don't have a clear date of when the rest of the rom set ( the ones that are not damaged) can be delivered.Business is yet to set clear expectations as to when the order will be fulfilled
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Sincerely,
*** ***

***Coleman Furniture would like to resolve this matter in a fair and equitable mannerAs a gesture of customer service, Coleman Furniture would be willing to absorb $of the $shipping charge that was quoted to the customerThe customer would then be responsible for $of the shipping charges. Once the customer provides the payment for the shipping charges, Coleman Furniture will proceed with ordering the new replacement item.Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is disappointed in the delivery process. However, we make it very clear to customers when they place their order with us in our terms and conditions that based on their delivery area there might be restrictions or delays in
delivery. We also advise that if they are not able to be available for delivery that they could possibly make arrangements for a second party to accept their delivery for them. As the customers items have shipped and arrived at the local delivery company, which is why we were trying to schedule their delivery, there are fees that would be assessed if the customer does not accept delivery and cancel their item. As this area is only serviced on Tuesdays the customer would have to make arrangements to accept delivery on that date. Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
A manager from the business did call me yesterday to discuss this issueI was offered an option to refund the amount for hutch/buffetBut, I had to reject it, as they offered to refund only for hutch/buffetI have some pieces (table/chairs) of this dining set sitting here in my home and we intend to have the entire set to be deliveredI requested the business to either deliver the entire order or cancel the entire order and take away the dining table/chairs from my home and refund for the entire orderThat was rejected by the business.The business advised that they will work on delivering the remaining pieces of the set (hutch/buffet) by end o May But, no guarantees were given in this regardI have no confidence in the business delievering on this timeline, as the earlier promised timelines were conveniently neglected without any notificationI was also offered some conpensation for the delay in processing this order (it's been months since I placed this order and my credit card charged)I did request detailed information in regards to the compensation be spelled out in an emailI haven't received any response yet from the business manager yet
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***This customer received her order and noted that there were small areas that had a nick on them and needed to be addressed. We advised the customer that we would send replacement material and have a technician go to the customers home to replace the damaged area. Customer agreed
but had areas that she stated needed to be addressed. Even though these issues were not noted during delivery we advised the customer we would be sending leather for those areas as well. We sent a technician to the customers home and all the issues were addressed. The customer is not happy with the way the item looks now even though all the issues have been addressed. We are able to offer $compensation at this point due to the circumstances.Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] I ORDERED AND PAID FOR A NEW TABLE AND EXPECTED A NEW TABLE TO BE EXCHANGED FOR THE ONE WHICH WAS DELIVERED TO ME DAMAGED I REFUSED THE DAMAGED TABLE WITH SO CALLED REPAIRES BECAUSE THATS NOT WHAT I ORDERED NOR EXPECTEDHAD I KNOWN THESE PEOPLE WORKED WITH SUCH A DECEPTIVE NATURE, I WOULD NEVER HAVE ORDERED WITH THIS COMPANY TO BEGIN WITH.THE TABLE BASE WAS VERY OBVIOUSLY DAMAGED & ""THEIR SO CALLED TERMS TO ME WERE "" >>> THE TABLE WOULD BE FULLY INSPECTED BEFORE DELIVERY BY "" THE DELIVERY COMPANY"" FOR ANY DAMAGES SO MY QUESTION IS WHY WAS EITHER THIS NOT DONE OR OVER LOOKED..*** *** *** ***
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***We apologize for the issues regarding this orderWe would like to offer the customer 50% off the order because of the discrepancy to keep the bed as isWhile we understand that this will not perfect the situation, we do hope that this resolution will be acceptable for the customerIt is a
significant discount that we will cover if this is acceptable to the customer.Sharon M***Coleman Furniture

***Coleman Furniture has been speaking with this customer in an effort to have this matter resolved. This customer completed the warranty claim form on 10/**/and submitted it to Coleman Furniture for further reviewWithin the terms that are included within the warranty form that the
customer signed and completed....."Approve an allotted amount to cover repair costs.......It is the customer's responsibility to arrange repairsPlease refer to the attached signed warranty formOnce the customer submits a receipt for the allotted warranty repair, Coleman Furniture will be happy to process the refund. Sharon M***Coleman Furniture

***, Customer received delivery of his items and the lock for the curio was defective. At the time of delivery the lock was returned to the local warehouse and we reached out to the manufacturer to receive a replacement lock. The lock was received and a certified technician was
dispatched to the customers home to install the lock. Unfortunately the door the lock attaches to has a manufacturer defect and the lock was not able to be installed. We have reached out to the manufacturer and are at this time waiting on information from the customer to enable us to resolve this problem. During delivery the customer also indicated that the reclining function on the power sofa was not functioning properly and a reclining mechanism and power motor was ordered for the customer. The customer was advised that the once the part was received a certified tech would be sent to completely restore the item to 100% Coleman Furniture has been in constant contact with customer including as recently as 6/*/16 and customer has indicated his willingness for us to resolve the issue as we have outlined. Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I will NOT be accepting any repair of furnitureThat option can be wiped off the table for goodThis furniture is BRAND NEW; it should not need repairedI'm not sure what is not clear about thatI repeat; I will not accept repair of this furnitureWhat gets me the most at this point about this whole situation is the fact that Coleman, seeing the damage via picture, never offered to replace the headboard of the bedBefore we ever go that route, that is not an option at this pointThe new dresser, according to the emails, has been at the delivery company for days nowI have not gotten any phone calls about delivery of this new dresserWhy did it take so long for the hardware to arrive? Why was it sent to me and not the company that would be putting the bed together? I will not accept delivery of the new dresserI will not accept delivery of the mirror at this point
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Sincerely,
*** ***

***This customer purchased a Saddlebrook Antique White Cocktail Table. The description of the item states that it is "Crafted with Poplar/Pine Solids with wood products. As it states wood products the item is not advertised as solid wood. The item is as advertised.
If a customer chooses to return their item there are restocking fees that are assessed that the customer agreed to at the time they placed their order in our terms and conditions. As a courtesy we would offer the customer a $discount as the item is as described. Sharon M***Coleman Furniture

*** We are committed to correcting this issue, and as customer confirmed, we are sending over another medic to resolve. Sharon M***Coleman Furniture