Smitty's Restaurants

***Customer received sofa and love seat that had what looked like slice marks on the leather when delivered by our New Mexico delivery partner. Both items were refused at time of delivery.Our manager has spoken to the customer, we are having the replacement leather for both pieces sent to
the customers home and a tech will go to the customers home to replace the leather. Customer has agreed to that and the material has already been shipped via *** We will continue to work to get this resolved properly.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,
*** ***

***Coleman Furniture has already ordered the correct new wedge from the manufacturer and its en route to the delivery hubOnce it arrives we will have it inspected and scheduled for deliveryUpon the customer accepting the entire order we will proceed with refunding the customer $for
the delays that have transpired with this order.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 have been calling them constantly , each day , to ask for a tracking number for the power cordAnd each day , I get the same story and runaround from there customer service , saying to me "*** ** *** *** *** ** *** *** *** *** ** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** "How long does it take to ship a power adapter from California or New Jersey where this manufacturer is located ??I buy products from California all the time and receive in no later than 3-days ! It's been much longer than that , I am get no answers from them just the run around and lies.Also , when I purchased the couch , I also purchased the warranty and it cost me $At the time , I have the couch less than weeks , and they are now giving the warranty for FREE with a purchase of over $on their websiteI called them about this as well , and Ofcourse , they said , " *** *** ** *** *** ** *** *** * *** *** *** *** *** * *** ** *** *** *** *** *** *** *** *** *** *** * ** *** *** ** *** *** *** *** "This is simply just wrong ! I have enclosed a picture from their website showing what I am stating.Every reputable company offers a price protection of atleast days of a product you purchase from themEven so , after spending over $with them. I also think giving me $is an insult considering my grievance is worth more than that for not receiving a complete order , and still getting the run around from themHaving to call them each day for this , with no end result ! I am very unhappy and I spent well over $, and don't deserve this type of quality of serviceAll their reviews are deceitful and completely NOT of what and how they represent themselves.For the record , I also tried to do what the customer representative said , with holding a blow dryer and smoothing out the surface of the damaged portion of the couch that came damaged via shipping , and it didn't do anything! Also , even after time , it will NOT go back to its natural form !It will continue to stay damaged !!This is simply just a horrible experience! My money is green like everyone else's , and I deserve better from them , especially spending that kind of money. All I am getting from Coleman Furniture is stories & lies
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Sincerely,
*** ***

***Coleman Furniture has been in touch with the customer and replacement items have been ordered to ensure that the customer receives all their items in 100% manufacturer condition. We will get the items to the customer as soon as they arrive at the local delivery company and are
inspected. Coleman Furniture apologizes for the problem the customer has experienced and are working with our delivery partners to ensure that this does not occur again.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

*** On 10/*/the customer placed an order via the Coleman Furniture web site for an entertainment wall unit. On 10/*/the order was placed with the manufacturerOn 10/*/a message was left for the customer that there was an estimated ship date of weeks from the manufacturer
On 10/**/a payment was received and processed from the customerOn 10/**/and email was sent to the customer that the order is en route from the manufacturerOn 10/**/the customer was emailed the order was being prepared for shipmentOn 10/**/the customer was scheduled for delivery on 10/**/On 10/**/the customer called Coleman Furniture and advised that there was damage to the tv stand on the entertainment centerThe customer was advised to keep the entertainment center in their home and we would advise as to how the issue would be resolved. On 10/**/a furniture technician was contacted so that arrangements could be made to have the item restored back to 100% manufacturer standardsAs per our terms and conditions....." Customer agrees to allow Coleman Furniture, the manufacturer, and/or our shipping agents the opportunity to remedy the damage or defect issueCustomer agrees to accept the remedy selected by Coleman Furniture, the manufacturer or the Coleman Furniture shipping agent. If customer does not allow Coleman Furniture to send a replacement or repair it and would rather cancel the order then let us remedy the problem, customer will be required to pay a 25% restocking fee and actual shipping charges.On 10/**/the customer was contacted via email that Coleman Furniture was working to get this issue resolvedOn 10/**/the customer was called directly and advised that we are working on getting this issue resolvedOn 10/**/it was determined that a replacement part was available and was orderedOn 11/*/the customer was contacted that the replacement part for the damaged tv stand had been ordered and it had an estimated ship date of 12/**/Once the part arrived at the customer's home a certified furniture technician would be scheduled to make the necessary restoration to bring the tv back to % manufacturer standardsOn 11/*/15, the customer was offered a refund of $as compensation as a gesture of good faithOn 11/*/the customer was advised that the furniture technician would assist with the removal of his personal items from the tv stand as a courtesy and to assist the customer when the restoration would be made. 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:
The response from Coleman Furniture absolutely does not resolve my complaint I was advised by Coleman's representative that I would have the merchandise delivered in 4-weeks Not only did this not happen, if it were an estimate, Coleman would be outside of that window later forecasting that it would be late August before I received the merchandise As I stated in my complaint, I ordered the merchandise in good faith that it would be delivered in plenty time before I resumed academic duties I was told that I should have the merchandise before that I did not.If Coleman really meant that delivery would have been in 8-weeks (as the end of August would be), then I should have reasonably been informed that it would take that long, then, I could have gotten more information, shopped with another merchant and/or made a different consumer decision It is clear that Coleman wrongly advises customers of delivery dates because it is not able to keep up its pretenses It is bad business for Coleman or any other company to misinform customers and then charge customers for such
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Sincerely,
*** ***

***Coleman Furniture had corresponded with this customer in an effort to have this matter resolved fairlyColeman had provided the customer the opportunity to receive a newly ordered bed directly from the manufacturerThe customer opted not to wait and cancel the order which included paying the restocking fee (which is indicated via the terms and conditions) As a gesture of customer service, Coleman Furniture had offered the customer a $refund in the spirit of customer serviceColeman Furniture would still like to extend this offer to the customer once the customer accepts these terms.Sharon M***Coleman Furniture

***Coleman Furniture understands the customers frustration. And we apologize if the customer had a bad experience with our customer service department. We want to ensure that our customers are happy with the furniture they receive as well as the service they are provided.Customer
has been updated and the issue has been resolved. This customer has been scheduled for 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:
This company ( Coleman has not yet completed an exchange of my damage merchandise, continueddto be vague in their response to my concerns, and I'm now looking at the new year with no completed resolution on thousands of dollars of furniture I ordered in September.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
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 told Coleman on 9/**/that I wanted to cancel my order completely based on these two facts;I did not receive what I orderedThe horrific and disrespectful customer service I received from them and their track record (online review history) of similar customer service to what I experienced.The fact that they proceeded to order the rails is on themImmediately after filing this complaint with the Revdex.com I also filed a claim with my bank to stop payment, which was done, so Coleman's poor customer service and refusal to listen to what the CUSTOMER WANTED is entirely their fault and on themI do not want to do business with this company, they don't deserve my hard earned money and I recommend anybody else considering doing business with them runs in another direction. At this point, as I've already said to Coleman Furniture, the only acceptable resolution for me is a complete refund of my money
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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.After many calls to this business, and being ignored I did receive the refund minus the 15% restocking fee.Thank you very much for your assistance with this matter
Sincerely,
*** ***

***Coleman Furniture has been actively been working with this customer in an effort to have this matter fairly resolvedOn 8/**/Coleman Furniture had requested that the customer provide the corresponding video that the customer had advised they had which would further demonstrate the
issues with the chairOnce the customer provides this video, Coleman Furniture will be happy to further look into this matter and work towards a fair and equitable resolution.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 have sent Coleman Furniture the paperwork not once but, TWICEBy email & postal mailI also sent SEVERAL pictures to *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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. The complete order was received this evening and was in good condition beyond the chair damage noted in the attached picture. I have contacted Coleman about this damage and noted on the BOL in the presence of the driver but as to the initial nature of the complaint, I am satisfied
Sincerely,
*** ***

***Coleman Furniture makes every effort to ensure the information that is available via the Coleman Furniture web site is clear and preciseColeman Furniture also has available sales team representatives to answer any and all questions that arise from customers. Coleman would like the
opportunity to work with this customer towards selecting furniture and placing an order with Coleman Furniture.com.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:
The company continues to insist that plastic laminate is considered "wood products" which it is not The description provided by them further reinforces the "Wood" claim by saying it has a planked topThe top of the table, in reality, only has a planked appearance, not an actual planked surface
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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,
*** ***

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]
I don't believe what they charged me is legal It was a month and this is not a reasonable time periodThey also could not supply me with ANY delivery schedule
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***