Smitty's Restaurants

***Coleman Furniture values our customers and recognizes the concern this customer has conveyed...as a gesture of customer service we would like to offer the customer $towards their next purchaseSharon M***Coleman Furniture

*** Customer placed order on 11/**/15. On 12/*/customer was advised of a 3-week ETA Item was delivered to the customer on 12/**/15. Within the given ETA. There were issues noted during delivery and we advised the customer to keep the item in their home and it would be addressed with an in home technician We ordered parts for the customer and a *** *** had scheduled to pick up the item to restore on 1/**/and return it to the customer. Customer refused to allow that to happen and cancelled the appointment. We are sending a technician to the customers home to do the restoration. We are waiting for the technician date at this point.Customer has been updated at all times. 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:
As previously stated we have complained and told them their furniture does not function as described and they told us all they could do is send us more hingesWe are tired of installing new hingesWe have installed them timesThey have not addressed the drawer popping openI really don't want to go back and forth over thisThey are lying when they say they have resolved our complaintThe last time my husband was on the phone with them they stated there was nothing else they can doI will be very disappointed if the Revdex.com allows this company to treat us this way with no recoursePlease do not send me another email that states they have resolved the issueIf you do this then you are treating the consumer the same way this business is! If there is no resolution to be had I will be going to the media!
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:
[Your Answer Here]
Per my warranty the leather frame,etc shows is covered for yearsAs to the mattress paying a $shipping fee is robbery and never explained to me in the beginning as it should haveWhen I purchased this sofa bed I was told things like yes it is great basically I was sold the world and the best possible warranty, and what I got was something different than what I purchasedI did not purchase a sofa bed knowing it would be garbage, in fact that's why I agreed to the extended warranty before purchase I was told the warranty covers everything then latter on when you actually need the warranty you are told a different storyWhy does my warranty say it covers my sofa bed for years but never shows what is and what is not covered, so I just went by what the Coleman company told me viablyBottom line is I have a warranty that shows a year warranty but you will not except itAlso as the mattress goes can I pick it up exactly how much is shipping it is to much the cost of the shipping I could purchase a mattress it is insane.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

MadelineColeman Furniture understands the customers frustration. We have reached out to the manufacturer and a replacement is being sent for the customer. As soon as it arrives at the local delivery company and is inspected the customer will be contacted and delivery of the new
item will be scheduled.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 am not concerned with the delivery company or the manufacturerThe evidence of bed bug carcasses indicates long term infestation suggesting the warehouse in my opinionA general customer survey is not satisfactoryI will not be satisfied until you show proof of a proper investigation with a professional exterminator endorsement that there are no bed bugs in the warehouse where my couch was stored
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** Customer has disputed the order. We have advised customer that we accepted the dispute. This should resolve all issues. Sharon M***Coleman Furniture

Revdex.com:
I have been refunded the full amountNo more business with Coleman Furniture again!I should have checked their Revdex.com rating before ordering from them!
Sincerely,
*** ***

***Coleman Furniture understands the customer is frustrated and have been working with the customer regarding the issuePer our terms and conditions that the customer agreed to when they placed their order if an item is damaged then the customer will allow Coleman Furniture the ability to
restore the item or replace it as needed. We ordered the customer a replacement and it has arrived at the local delivery company. The customer was updated continuously throughout the time it took for the replacement to arrive and if the customer wishes to cancel their order at this point then cancellation fees would apply. We have offered the customer compensation for the delay as we do want to get this resolved. Sharon M*** ***

***Coleman Furniture has been actively working with this customer in an effort to have this matter resolvedOn 12/**/the customer was advised that a new item was being shipped directly from the manufacturerThe item is expected to ship from the manufacturer the week of 1/*/18Sharon
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 response is the exact same response from the first time and didn't address my comments How can a company in good faith not replace or refund a defective piece of furniture that it sold to a customer? I understand that the process would have been easier if I would have put comments on the initial delivery, but how is it possible to comment on an INTERNAL defect Let's say for example your company delivered a couch with missing springs that went unnoticed at delivery as it's inside the couch, would you not do them a courtesy and fix or replace the part, or would you charge them to replace it?It comes down to ethical business practices and a focus on providing quality, neither of which has been shown by Coleman There should be no doubt about the couch being broken by the buyer as Coleman's repairman stated that both pieces were broken due to defects
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture wants to make sure we address any damages or defects our customers have with their furniture. We have done that in this case. The issue that the customer keeps referring to are customer preference issues and not defects or damages. As such Coleman Furniture will not be addressing any further concerns.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 was going to accept this response, but now I am requesting collateral that I supposedly sent an email stating that the issue had been resolvedI am not worried about compensation anymore at this point, but I will not tolerate statements. Thank you, ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture understands that the customer is frustrated, however, as per the terms and conditions that the customer agrees to when they place their order with us, Coleman Furniture will fully restore to 100% any item to can be restored for delivery.Additionally, all items are opened at the local delivery company and inspected or damages, Items are never delivered to the customer in the original packaging and then opened in the customers home. All customers are aware of this when placing their order with us.The customers items are at 100% manufacturer standards and are ready to be delivered.Sharon M***Coleman Furniture

***Coleman Furniture has researched this matter and has determined that the order was accepted by the customer without indicating any issues at the time of delivery. The delivery was accepted by the customer on 8/**/and Coleman Furniture was notified on 8/**/of the issueAs a
gesture of customer service, Coleman Furniture offered the customer $towards addressing the issue with the box springIn an effort to resolve this matter, Coleman Furniture would like to increase the allotment to $75.00 Sharon M***Coleman Furniture

*** Coleman Furniture understands the customer is upset about the time it has taken to get their delivery. When orders are placed with us customers are given an estimated time of delivery as we not able to guarantee when items are going to be delivered.The customer was advised
multiple times of their estimated delivery time frame. After the item had arrived at the local delivery company the customer advised they did not want to wait until the date the delivery company could deliver to her home.As per our terms and conditions that the customer agreed to when she placed her delivery we do not give any guarantees of delivery. Customer cancelled order and as such the cancellation fees do apply. Sharon M***Coleman Furniture

Madeline Coleman Furniture has been in contact with the customer and advised her that any storage fees for her order would be waived and not be passed on to her and that she would be assessed no additional chargesThis should now resolve outstanding issues. 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 resolvedI would still advise caution when dealing with this company, I would not repeat this transaction if I had it to do again
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:
they never hired a furniture company to come and check out the issues When I contacted the furniture company they had suggested it was $to come and look at the furniture and determine the repairs When I relayed this information to Coleman they said to cancel this appointment Instead they wanted me to take more pictures and try to determine the replacement pieces that would need to be ordered I sent more pictures through various emails during Then on April *, I sent pictures of all the pieces of furniture with areas affected circled in red Again the pieces had not been received and I had to resend the same email on May ** which I followed up with a phone call speaking with Edwina C*** going over the missing pieces I followed up with emails requesting status updates with no response Then on June **, I received an email stating that all parts should have been received I called Coleman that day again and spoke with Lori C*** I told her I had not received any new prices of leather for the repair Again we went over all the missing parts, which over pieces I was assured that the problem would be taken care of Finally, I sent one last email a couple of days before I registered this complaint On July **, 2015, I received a response saying that all of the pieces were shown to be delivered Again the wrong information I had not received any new pieces of leatherTo summarize, this problem was reported to Coleman almost one year ago and is still not resolved In that time I received only three leather pieces, which does not even cover 20% of the total repair I have spent hours on email and phone calls and keep getting the run around and no resolution This is way beyond the reasonable amount of time a customer should have to wait Just because the furniture was new and in good condition when it was delivered and never used does not mean there could not be defects Leather furniture does not peel after a couple months of use (as was relayed to me by several furniture repair companies) These same companies told me that either it is not real leather (which it is advertised as top grain leather) or it is defective Either way, at this point Coleman should stand behind their product and resolve the issue by a complete refund or credit of the purchase price Coleman trying to send replacement leather obviously did not work, and I am tired of waiting I do not want this furniture I do not want replacement leather to refurbish this sectional I paid for brand new furniture, not furniture that would be taken apart and pieced back together I am truly shocked at the poor customer service of this company I have repeated the problems over and over again for almost a year and have been extremely cooperative and patient supplying all the information and pictures Coleman requested multiple times without resolutionI did everything they requested of me, now they should honor my request for a refund or credit
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***