Smitty's Restaurants

***Coleman Furniture has been consistently communicating with this customer in an effort to have this matter resolvedAs outlined within the terms and conditions for Coleman Furniture, there are applicable return fees that are associated with any orders that are not accepted by our customers
The respective returns fees were sent to the customer on 12/*/via emailOnce the customer confirms the return fees, arrangements will be made to have the furniture picked up and the customer will be refunded less the agreed upon fees. Sharon M***Coleman Furniture

***Coleman Furniture has offered an allocation of $towards the customer sourcing a technician to resolve the matter with the furnitureThe customer repeatedly denied this offer and would still like to be fully refunded without incurring any feesShould the customer opt to accept this offer Coleman Furniture will be happy to work with this customer upon receiving the receipt and hence being reimbursed. Please see signed Proof of Delivery that customer signed at time of delivery - that all items were delivered and inspected to be in perfect condition.Sharon M***Coleman Furniture

***Coleman Furniture is attempting to resolve this issue with the customer. As the packaging was not retained we are unable to submit a claim to the freight carrier for the damaged item. However, as a good will gesture to resolve this we have asked the customer to donate the items
to a charity of their choice and we will send replacements for them. A customer service manager has made herself readily available to the customer and provided her direct number so the customer can reach out to us in an effort to get this resolved. Sharon M***Coleman Furniture

***Coleman Furniture recognizes the frustration the customer has experienced with this orderAfter further review, the customer did indeed receive the furniture that was ordered on 11/**/When the customer had advised Coleman Furniture on 4/**/that he did want to proceed with the return,
he had been made aware and did agree to the subsequent return fees. Sharon M***Coleman Furniture

***, Coleman Furniture completely understands how frustrating waiting on the arrival of a purchase can be. In this customers case however, the customer delayed the delivery process by instituting a dispute for their purchase with their banking institution. Due to the fact that
there was an ongoing dispute Coleman Furniture was not able to deliver the furniture. This caused the excessive delay that the customer has mentioned. Once the dispute was resolved Coleman Furniture was able to proceed with scheduling the delivery of the item to the customer.During the delivery process the customer indicated that there was an imperfection with the item and the manufacturer has sent the replacement to rectify the situation for the customer. That replacement is en-route to the local delivery company and once it is received they will contact the customer for immediate delivery. Sharon M***Coleman Furniture

***Coleman Furniture has researched the initial issue that the customer has brought to the attention of the companyThe customer's concerns were related to the the look and appearance of the furniture. After conferring with the manufacturer it has been determined that the issues are not
damagesbut a distressed look that is intended with the furniture. Sharon M***Coleman Furniture

***Coleman Furniture understands the frustration the customer has expressed. The customer ordered couches and accessory tables. They are not sold as part of a set. The accessory tables are part of the same collection and meant to be complimentary and not identical to the
sofa's. As such there are differences in the wood grain the items are manufactured with. This is clearly displayed on our website. After explaining this to the customer, and explaining that we could not modify the items and match the grain as the manufacturer does not fabricate them that way the customer returned the sofa's. Per our terms and conditions that the customer agreed to when they placed their order if a customer refuses delivery of an item and wants to cancel that item they are assessed a restocking fee and shipping charges. Due to the fact that the customer was unhappy, and as a gesture of good will we waived the shipping charges and the customer was only assessed the cancellation fee and the customer agreed to those fees.Coleman Furniture delivered to the customer precisely what was ordered and clearly displayed on our website and has attempted to clarify that for the customer. In an effort to satisfy the customer we will as a a courtesy refund them $but we are not able to refund with no fees.Sharon M***Coleman Furniture

***This customer signed for the order being delivered in perfect condition at time of deliveryOnce the paperwork is signed clean, we have no recourse to go back to the delivery company, as the paperwork says that it was inspected and found to be in perfect conditionCustomer disputed with
the credit card company, and they agreed that we followed all steps needed in this case.At this time, we can offer a $credit towards a future order as a courtesy for this customerWe cannot unfortunately swap the item or take it back at this point.Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedThere are still marks and discolorations on the sofa that were not addressedI am just tired of dealing with this company
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:
The legs to the dresser were/are not damagedWe have them at our houseThis is the first I've heard about damaged legs and replacement of the legsI'm attaching pictures for your referenceThe first picture, coleman1, is of the dresser as it was delivered to us originallyThe dresser was damaged upon arrival (even though Coleman assures all its customers that the furniture is fully inspected before delivery)The 2nd and 3rd pictures are of the "repaired" furnitureThis is what Coleman considers repaired and 'restored to 100% factory standards' We have agreed to have the dresser delivered a 3rd time b/c Coleman advised us that if we refused delivery it would be considered a return and our money would be refunded minus shipping and a 25% restocking feeWe don't want a repaired dresserWe want a replacement, however, Coleman is making it difficult for this to happen by insisting that their policy is to repair first and then replace the damaged item. If a product is found to have damage, and damage is noted on the delivery receipt; we will send a the necessary parts and correct the problem at our expenseRemedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer
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:
[Your Answer Here]
I understand Coleman Furniture's own standards can be lower than common standards or common sense, but customers would never buy such products if Coleman Furniture explicitly disclose their own standardsIn my case, there was no way for me to notice such low quality standards Coleman Furniture has, because the advertised pictures have no deep wrinkles on leg parts and no large color/granularity/polishing difference on leather surface. At the delivery, there were no deep wrinkles and no large color/granularity/polishing difference with the original partsAfter the repair attempt to those places, another issues came out and we reported themI do not understand why the responder mentioned the following:"Coleman Furniture has addressed all issues that the customers items were delivered with, however we can not continue to address additional issues that the customer finds as these were not noted or present at time of delivery." Did we have to predict (1) that the repair results by Coleman Furniture would be such defective and (2) what kinds of issues would come? "the local warehouse" was previously mentioned by the responderIn Terms and Conditions of Coleman Furniture, they describe "We inspect orders prior to delivering them to our customers to make certain that items are in perfect condition." Now the responder said Coleman Furniture is an online retailer without any warehousesI do not understand how Coleman Furniture inspected my order and ensure the item was in perfect conditionThis is important because I want to know where the damages came from and who are responsible to the damages. Previously the pictures were taken with iPhone, and now I took pictures with Canon EOS 60D to give "significant" feeling to Coleman Furniture customer service about the cosmetic defects made by the repair attemptsI am not talking about natural wrinkles. Coleman Furniture have not refunded any money becasue we did not bring the check to the bankWe did not compromise with that small money for multiple cosmetic defects and inconvenience we experienced for more than six months, but Coleman Furniture stopped responding to use and sent the check out after claiming there are no remaining issues. If a customer buy a refurbished item with a largely discounted price, it does not need to look like new because it is repaired, and customer cannot ask a replacement or a full-refundColeman Furniture try to make our case similar to that except the full price we paid.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture sympathizes with the customer. However, our policies and procedures are clearly outlined on website and in our terms and conditions that customers must agree to prior to placing their order. Coleman Furniture spoke to the customer during delivery and were not advised of any damages or defects on the bed. Customer was advised of return fees and customer verbally agreed to the fees at that time.Customer has been refunded minus fees and no further action will be taken by Coleman Furniture.Sharon M***Coleman Furniture

***Coleman Furniture has spoken to the customer in an effort to have this matter resolvedThe customer had accepted this delivery of furniture on 7/**/without indicating any issues at the time of delivery. The respective parts were sent to the customer as a courtesy and then the
customer submitted a dispute via their banking institutionThe dispute was settled in favor of Coleman FurnitureThe customer called Coleman Furniture on 10/**/and was advised that the furniture would not be able to accepted for return as returns can not be made after days of receipt of the furniture. Sharon M***Coleman Furniture

***,The order is at the local delivery company, Fidelitone Delivery, and they will be coordinating delivery for this customerOur scheduling supervisor Lori C*** will be reaching out to the customer as well, to ensure that this is all handled quickly.Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is frustrated in regards to the delay with delivering his order. We are working to have this order delivered to the customer and we have advised the customer we will compensate him for this delay by purchasing the year Additional
Protection Program for his furniture for him.Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

***Order was delivered to customer in perfect conditionIn regard to the manufacturer's warranty that we have received - we are working with the customer to get it resolved.We have advised customer that we will send replacement leather via the warranty program and that he has an allotted
repair allowance of $ This is costs that we will be covering - even though the local *** reps have studied the photos and determined that the issues with the leather stem from wear and tear.Re-upholstering the items will not mean they are not *** items as the replacement leather is shipping from *** and will be installed by a certified tech.This is the most that we can offer on this case.Sharon M***Coleman Furniture

***Coleman Furniture understands that this is a stressful situation for the customer. However, when the customer reached out to us and advised us of what was occurring we looked into the issueWe contacted the delivery company that the item was shipped to and delivered to the customer
from and they have had no instances of nay infestations or occurrences of Bed Bugs. We also did a general customer survey of orders that where in the warehouse while the customers order was there and found no other instances of this type of issue. We also reached out to the manufacturer and they advised that they have had no occurrences either. Unfortunately, due to the fact that this seems to be an isolated incident, that only occurred on of the items the customer purchased we can not attribute the problem they are having with Coleman Furniture and can not accept responsibility for the issues, particularly based on the fact that the customer had possession of the item for months and the infestation could have been transported via numerous other modes.Sharon M***Coleman Furniture

***The customer had accepted this delivery of furniture on 7/**/without indicating any issues at the time of delivery. The respective parts were sent to the customer as a courtesy and then the customer submitted a dispute via their banking institutionThe dispute was settled in favor of Coleman FurnitureThe customer called Coleman Furniture on 10/**/and was advised that the furniture would not be able to accepted for return as returns can not be made after days of receipt of the furniture. Sharon M***Coleman Furniture

***Coleman Furniture had scheduled a technician to make all necessary restorations that were indicated via the customer delivery checklistThe customer has since advised of additional concerns which Coleman Furniture had investigated.Upon a thorough investigation of the additional
concerns.voiced by the customer, it was determined that the furniture was up to manufacturer standardsAs a gesture of good will, Coleman Furniture offered $to the customer. Sharon M***Coleman Furniture