Smitty's Restaurants

*** Customer received their items on January *, 2016. At that time the customer inspected their items and signed the delivery paperwork stating all items had been received and were in good condition. Customer contacted Coleman Furniture on February **, and advised Coleman Furniture that he was noticing the pieces comprising the sectional were not even and were sitting at different height. Customers issues were addressed through our warranty program and a replacement was ordered for the customer. As our warranty guidelines detail if a replacement item is supplied to the customer then the customer is responsible for replacement shipping costs for the item. As a courtesy we reduced the cost of the shipping by $to the customer but would not be able to waive the fee in its entirety as Coleman Furniture is proving a new item to the customer at Colemans cost.Customer has indicated that he has a preference to keep the portion that has been deemed as being needed to be replaced. We are unable to accommodate the customer as that piece has been deemed defective and as such we would not be able to match up a corresponding piece to make the unit a whole.Customer only has defective piece and that is being replaced via the warranty program. 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 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 have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Last I heard the 'missing' parts were still in transit and the delivery company confirms that they do not have the items on hand, so please inform me how this order is ready for deliveryUnless you've contacted the delivery company and told them not to contact me I'm still in the dark about thisWhy do I have to reach out to everyone at every step of this process? Last I was told by Coleman Furniture, the manufacturer was shipping this item out last week but unless I see a shipping number or pictures from the delivery company I have zero faith that this information is accurate and is little more than a stalling tactic.
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 remains unsatisfactory, but we are clearly not getting anywhere. This business should not be in business if this is how they handle customer service.
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 am rejecting this response because all they did was copy and paste what they originally saidI want an answer to my first rejectionI will either pay $100 for delivery (Which I DO NOT feel I should have to do, a REPUTABLE company would pay for delivery of a replacement for a defective piece of furniture) or I want them to fix the side couch that's defective - at no cost to meI will continue to reject their response until I'm satisfied
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:
They have done nothing in terms of making the problem rightI would either like a substantial discount for the lack of communication, lies throughout the process and late deliveryI would also accept (and prefer) a full refund, as I would not like to give this company my business.
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:On 1/**/I saw that the charge was back on my card because the dispute was in the favor of Coleman Furniture because they were working with me to repair the furnitureI contacted Coleman and spoke with Eric on 1/**/he told me that he would have to contact the delivery company to find out what was going on with the furnitureThis was the only communication that I had with the company since 12/**/when the furniture was picked up from my house to be repairedI talked to Melissa on 1/**/and she assured me that the furniture had been repaired to 100% manufacturers specifications and ready to be redeliveredI got the contact information from her to contact the delivery company, on 1/**/I went to the warehouse to inspect the furniture and I found it in a corner barely protected by moving blankets(refer to picture)When the furniture was pulled out I inspected it and nothing had been repaired and the furniture had more marks on it because of improper storage of itI sent Melissa pictures of the damage again, and I let her know that I had given Coleman furniture the opportunity to remedy they issues and after weeks the furniture had not been repaired, that this was unacceptable and I wanted a full refundI have continued the dispute with my bank because Coleman has my money, they have the furniture and did not repair it like agreedOnce again Coleman Furniture has lost contact with me when Melissa told me that the manager, Mendel would follow up with meToday makes it weeks and day that they have had the furniture and I have not heard from anyone at Coleman Furniture since 1/**/at 11:18am when Melissa told me "I spoke with Mendel this morning and he is working with the delivery company on your itemsAs discussed yesterday he said he would contact you mid day" No one has contacted meI want a full refund because I have given them ample time to resolve the issues and they have not
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture understands the customer is upset, however, we want to resolve this issue for the customer and have ordered repalcemetn rails for the customer as the original rails were sent incorrectly by the manufacturerThe customers order will be delivered and completed and we will compensate the customer $for the delay If the customer wants to return the order fees will be assessed. When customers place their orders they agree to our terms and conditions which indicates they let Coleman Furniture resolve any issues that arise. We have laid out a plan to resolve this issue for the customer and are offering to compensate the customer for the experience he has had.Sharon M***Coleman Furniture

MadelineColeman Furniture understands the customer is upset regarding their purchase. However, the customer placed their order online for a full mattress and was sent an order confirmation that indicated their order was for a White Full Plush Mattress with Foundation. As such no mistake
was made on the part of Coleman Furniture. The customer indicated they wanted to return their item and we advised of the return fees. Bedding - which includes mattresses are not able to be returned but Coleman Furniture made and exception and advised customer we would accept the return. Additionally, we have waived part of the return fees associated with the return as a gesture of good customer service. Sharon M***Coleman Furniture

***Coleman Furniture understands the customers concerns, however, our warranty policy is clearly detailed and if followed will result in the customer being satisfied. As we are not able to source technicians all over the country we rely on the customer to source a certified technician in
their area where they have the resource to do so. We allot an industry standard for the restoration based on the details, pictures and evidence provided by the customer. Once the customer provides us with the paid invoice we will refund the customer the allotted amount. This is part of the warranty policy that the customer agrees to and as such is how we will proceed Sharon M***Coleman Furniture

MadelineColeman Furniture understands the customer is upset regarding their purchase. However, the customer placed their order online for a full mattress and was sent an order confirmation that indicated their order was for a White Full Plush Mattress with Foundation. As such no mistake was made on the part of Coleman Furniture. The customer indicated they wanted to return their item and we advised of the return fees. Bedding - which includes mattresses are not able to be returned but Coleman Furniture made and exception and advised customer we would accept the return. Additionally, we have waived part of the return fees associated with the return as a gesture of good customer service. 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:
Due to the fact that the Furiture was never ready for delivery, I should not have to pay for anything I have multiple emails from Coleman Furniture stating since July stating each month since purchase date declaring recliner is still not repaired and would they would add a month giving a new delivery date The last email gave a delivery date being mid October I have attempted to solve this matter for too long I have contacted the president of ***, Schrony banking services and Coleman Furniture multiple timesThis has proven to be a circle of aggravation The right thing to do would be no charges especially since it was Coleman Furiture who never had any product ready for delivery My first attempt to purchase online, and I have been treated horribly Thank you for your concern and continued inquiry *** ***
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 because:
I received the below response from them on 10/** stating that shipping took place and would only take a week (days) and therefore the day period they mentioned is is either or the email they sent me, a customer, is a misrepresentative timeframe they tell all customers which is a form or fraud and needs to be correctedWhat is the truct? days or a week? Those are different timeframes and it is not right for a company to lie to their customersSee below email from them
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 only refused delivery at the initial delivery of inspection when the delivery company attempted to make be take damaged furniture on 2/**/16. After encountering employees exhibiting poor Customer Service; without assisting on the situation, I ask for a Manager over Coleman; in which I was directed to Felice C***. Felice contacted me, and told me she would like the opportunity to repair the furniture, if the repair was not at 100% of my satisfaction, she would replace with new furniture, or provide me with a FULL refund. After I reviewed the pictures, I could see air bubbles, and indentation of the f* in the extremely detailed tables edging. I told Felice what I saw, and she told me she would provide a full refund or NEW replacement, via phoneI have not received any correspondence from Felice, who I understood is the only person; in which Coleman designates to handle issues of this magnitude, as of the last email request I submitted asking for specific information as to proof if the furniture was new, or an attempt to sell me pre-damaged furniture. As I told Felice, another new table, and chairs ( in which of those were damaged, and were not included in the pictures to confirm repairs were done, this was also a breach of Coleman's agreement, made verbally by Felice) In addition, included in the pricing and order is a table padded top; in which Virginia Deer with Coleman was managing the order. The table pad was scheduled to be delivered in March. Coleman stated Federal Express delivered the table pad to my home address, and left if on my front porch. I have never signed, nor received the table pad. Nor has Coleman provided any type of documentation, for recovering the table pad, or refunding my money for another item I have not received. My Bank has also issued a case against Coleman, and recovered $930.00. The remaining amount is still under investigation. However, I have not received further correspondence from Coleman. Amount due for refund from Coleman $559.00]Also, if you look at the original invoice purchase date, Coleman went back and altered the original invoice on 1/**/16, to show Coleman CANCELLED the order. I did not cancel it. As I stated, whoever damaged it should have been responsible, and full new replacement would have been acceptable. I also confirmed many many times that the furniture would not be damageI was told repeatedly Coleman has a check point service, and white glove care. In which, when I ask to provide records to confirm, Coleman ignored my request. Issue is still ongoing and openedSharon was not the person who made these commitments, or participated in these verbal conversations, and my emails to Felice was not directed to Sharon
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:
month days is pretty long time to fulfill an orderWhile I write this I have not received my sofas and reclinerMost furniture companies provide replacement sofas or refund if they can not fulfill order in reasonable timeAnyone who deals with your company should keep this in mind that they (customers) will have to wait for infinite time and raise complaints at various level to get their itemsI don't need $I can't get what I lost with your $
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture has been diligently working with the customer to make the necessary arrangements to resolve the issues at handColeman Furniture has offered to source and schedule a technician to install the bridge correctly on the entertainment centerAs for the piers that the customer
has expressed concerns with, the images have been provided to the manufacturer who has deemed the piers along with the entire entertainment center to be up to manufacturer standards. Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is frustrated. In our terms and conditions that all customers agree to when they place their order we advise that all delivery time frames are estimates and that we do not guarantee a delivery date for any orders when customers place their order. All customers are advised that based on their delivery address, the local delivery company will schedule their delivery at the first date available but that due to the customers location there might be additional time customers must wait for delivery.The customers order arrived at the local delivery time and customer did not want to wait for the delivery date to their area. Customer cancelled their order and was refunded minus restocking fees as outlined for cancellations in our terms and conditions. We have refunded the customer based on their unwillingness to wait for the delivery date foe their area.Sharon M***Coleman Furniture

***Coleman Furniture has attempted to remedy this situation by contacting the manufacturer to have a new lock and corresponding key sent to the customerThe customer then proceeded to submit a dispute via his credit card institution stating the item is defective which is not the caseColeman
Furniture would still like to proceed with scheduling the professional installation of the drawer with the corresponding lock.Sharon M***Coleman Furniture

*** 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 customerPlease 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. *** ***Coleman Furniture