Smitty's Restaurants

*** Coleman Furniture understands the customer is frustrated in regards to their order, that is why we offered the gesture of good will to them. Our customers are advised from the moment they place their order that all items have to be inspected at the time of delivery to
ensure that the items arrive in good condition with no transit damage so we can address any issues. Once a delivery has been completed and no issues are found we are very limited in what resolution we are able to offer. As such, since the customer did not advise us of any issues and decided to forego the inspection process which would have afforded all parties involved the opportunity to resolve the issue we are confined to offering the compensation as already advised. Sharon M***Coleman Furniture

***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

***Coleman Furniture understands that the customer is unhappy with the item he purchased. The customer placed his order on online with us on May **, 2016. On June *, the customer was advised of a 4-week ETA for his item. Customer received his order on June **, and
signed his delivery paperwork indicating that he received his items in good condition.We have reviewed the pictures that the customer supplied and have verified that the item received is as intended by the manufacturer. Wrinkles can be found in the leather as leather by nature is pliable and has movement so wrinkles are a natural occurrence. Sharon ***Coleman Furniture

***This customer received her order and signed for it. However, they did not want items assembled as they had someplace else to go. Customer later went to assemble items and they are missing pieces to the Coaster bed. Customer has been advised that we are ordering parts from
Coaster to complete assemblyAs soon as these parts are available they will be shipped out to the customer.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 offended by the furniture store's responseI have tried to work with them to resolve this, but I do not feel I should have to pay for the shippingYes, when I received the couch it was ok, but as soon as someone, only ONE person sat on it, it broke, I did not notice it until I saw the boards hanging down which was covered by the undercovering, The person who came over to fix the couch said there was a knot in the wood and it would not have supported any body weightHe said it was a defective piece of furniture but that would not have been found out until it was sat on, so I would not have found that out until after delivery!! I would like to resolve this matter, but I will not pay $If they settle for $100, I will pay that, but I will not pay anything more, even to have the couch fixed, which they were going to do, would cost more than thatOR if they want to send out that person again to actually fix the couch, at no cost to me, I would accept that alsoAnd it was NOT months, it was months from when I received the couch and it broke, as I said in the complaint, no one usually sits on that side of the sectional
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Sincerely,
*** ***

***Please note: This is our 6th response on this issue - we have been trying to come to a resolutionColeman Furniture has addressed the concern from the customer regarding the bed "being wobbly"Coleman Furniture has addressed this concern by sending a technician who determined the item was up to manufacturer standardsAdditionally Coleman Furniture has offered to refund this customer in the amount of $for the issues that transpiredThe only resolution this customer is willing to accept is to be fully refunded. Coleman Furniture will be wiling to offer a one time courtesy...the customer can donate their furniture to a reputable charity in the name of Coleman FurnitureColeman Furniture would then be happy to fully refund the customer.Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is very frustrated and wants to get his issue resolved. However, to rectify the issues the customer had Coleman Furniture ordered the customer a replacement item. The replacement item has arrived at the local delivery company and
the local delivery company will be calling the customer today to arrange delivery of the customers order.Unfortunately the agent who advised the customer that their items had not arrived did not have the full information regarding the order.Customers order is ready for deliverySharon 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 have never seen this kind of business attitudeColeman Furniture delivered the sofa set with seven defects, refused a return or a full refund, caused tremendous inconvenience with multiple repair attempts, and now they seem to treat us as a fault finder even with the remaining cosmetic defects When purchasing this item, I agreed to their terms and conditions with the assumption of reasonable customer service and their other terms and conditions: (1) "only a portion of your shipment is damaged" , (2) "the attempt" one time repair attempt, and (3) "Customer satisfaction is our top priority"In this case, they seem to claim that (1) seven defects are "a portion", (2) "the attempt" can be multiple times without customer's consent, and (3) $is a reasonable resolutionHowever, their claim is not acceptable and is unfair trade to customers because customers cannot be protected in a case similar to my case: (1) an item is delivered with multiple defects, (2) customer cannot return or receive a full refund, (3) business selects cheap repair as remedy rather than an expensive full-replacement, and (4) customer finally gets a refurbished quality of item with a full price and with a lot of inconvenience due to repairsColeman Furniture claimed this is a "rare" case, but I have seen that there have been several "rare" cases in online reviews The responder said that we continue to find faults even with multiple repairsIf they made true multiple repair attempts and everything is okay, their claim might be trueHowever, among four technician visits, they made three unnecessary or incomplete repair attemptsThe first two visits were just for estimate, and the third visit was made without a full work order on the seven defectsI do not understand the responder mentioned "multiple times"After the first repair visit, we complained about the incompleteness of their work order to a technician, but it happened twice moreAt the fourth attempt, the technician re-cased the damaged parts with new ones, but the two re-cased leather parts seem to be larger than the original ones and the one re-cased part has different color and grain with the neighbor partsThen, we made the complaints on the repaired parts. Coleman Furniture mentioned "100% manufacturer standards" without showing any evidenceFirst we would like to know the verification process with the manufacturer and the technicianAnd we want to talk to them: the representative of Ashley Furniture and the technicianBefore this purchase, we visited several local furniture stores and have never seen such kind of wrinkles and color/grain difference on leather surfaces in the same sofa setI showed my friends the pictures of the cosmetic defects after the repairNo one who knows Ashley Furniture's quality thinks this is 100% manufacturer standards, and they said they would not buy this item with a full price, $2.5K We NEVER say that we were OK with that $resolution for compensating for all the remaining issuesWe called the customer service and sent emails about our complaints after the fourth repair attemptPlease let us know where we made that commentAgain, we are NOT okay with $75 because we do not think that can compensate for all the remaining issues and the inconvenience Coleman Furniture caused
Please provide the business name and the address of Coleman Furniture's local warehouseWe can get to a resolution of this issue at the small claim court.
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Sincerely,
*** ***

*** This customer received her items and there were issues noted at that time. We offered to send a technician to the customers home to restore the items to 100% and customer declined. She insisted that it be picked up and restored at the delivery company and then re-delivered
to her. We had the local delivery company pick the items up from the customer and restore them to 100%. Customer refused to accept re-delivery and disputed the charges with her credit card company. The dispute was settled in our favor and we once again tried to deliver to the customer, however customer wanted a full refund. We advised customer we could not process a refund and that items were ready to be delivered. Customer refuses to take 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:
[Your Answer Here]
We hate Coleman furniture , like the other people who has been watching this scamColeman has had our money for over days,the mirror is the box, in our garage since day oneColeman says it all ("customer received a mirror and it was damaged- it had some scratches and a cracked plastic frame and gold paint popping off the frame. The website described the mirror as metal, it was actually glass We found this out by reaching out to the manufacturer and have since changed the items description.") Its plastic

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:
Coleman Furniture's web site had incorrect photos and images posted. Because of their incorrect photos and diagram and confusing information the incorrect item was sent to us. The web site had multiple item numbers shown which were incorrect and confusing. Using their web site photos and diagrams we ordered to the best of our ability. Since we filed this complaint the company has change some of their images. However, we have screen captures showing what the web site looked like at the time we ordered the sectional.The image attached shows how the web site looked when we ordered the sectional. Coleman Furniture by changing the diagram image for the item we order acknowledges that they had the incorrect diagram posted on their web site. The diagram that was present at the time we ordered was the sectional we wanted. We ordered based off that diagram and the photos.Due to the way the company has handled our complaint we do not desire to wait an additional weeks for them to correct this mistake. We are requesting a full refund due to their inaccurate web site. If someone had showed me a couch in person, but then delivered a different couch, then I would expect a refund as well. Since this is an online order, the best way we have to see the product is through the company's photos and diagrams. Since they had incorrect photos and diagrams posted for the item, the wrong item was sent to us.On May ***, *** *** sent us an email requesting a photo of the sectional in our living room that we received. We immediately sent her a photo of the sectional in our living room as well as the images we captured from their web site. We have not received ANY communication from Coleman Furniture since then. They have not contacted us regarding a return item number or if they will refund our money.Thank you for assisting us with this deceitful company.
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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:
this is not acceptable and was never in the agreement - I was never told of withholding shipping fees - I was forced to cancel as Rengade has only defective sofa -
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Sincerely,
*** ***

***We have reached out to the manufacturer and are working with the customer to get this resolved. We have spoken to the customer today and advised her that we are getting this resolved and customer is satisfied that we are working on this. We will continue to keep customer updated
as we receive updates. Sharon M***Coleman Furniture

***Coleman Furniture has made attempts to resolve this issue pertaining to this orderThe item in question has been fully restored and is up to 100% manufacturer standardsOn 10/**/the local delivery company contacted the customer directly to schedule delivery and was advised by the
customer that they were not accepting delivery and should call back in days scheduleThe item is ready for delivery once the customer calls back the delivery hub to scheduleSharon 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]
Unfortunately, the website does not indicate the size of each item prior to assemblyMany couches have removable pieces and the site said that assembly would be requiredThat, coupled with the fact that they only indicated a minimum required door width (which all doors in my building met) and not any information about hallway or ceiling minimums, meant that I could not have known what size the hallway or ceiling needed to beI followed all instructions given to me - hallways were clear, loading dock was reserved (as was the elevator) etc...Many other websites include explicit information for measuring if items will fit through hallways etcHere is an example: *** Additionally, it's entirely possible that the sofa would have fit BUT it was wrapped in a good amount of packing and the delivery men were instructed not to remove the packing to try and make it fit for fear of damaging the itemThe packing added an inch or two on every side and could have easily made the difference in getting the piece in my apartmentI am concerned because the woman giving instructions to the delivery men was having difficulty communicating with themShe was also incredibly rude to me and refused to actually listen to the details of my situationInstead, she told that I would be paying and that was the end of the discussionThe company then withheld the money I had paid for the couch without my permission for round trip shipping (even though the shipping to me was supposed to be included with my original payment) and a 15% "restocking" fee.Keeping my money without my permission and for an issue that they caused by not providing additional measurement information and having poor communication with the delivery men amounts to taking my money to compensate for their poor planningIn addition to not having my couch, I now have less money to purchase a replacement plus the time cost since I took time off of work to be home for the deliveryI am simply asking for a full refundThis unfortunate situation occurred because they did not provide all required information.Thank you
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]
I don't feel like the company adequately investigated the issueThere is absolutely no way my brand new couch would have dried up bed bug carcasses inside of it after having it for monthsI did not immediately begin sleeping on it and it took some time to discover what the issue wasThe dried up bug shells means the couch had been infested for a very long timeThere is likely other furniture near where my couch was warehoused to have evidence of infestationI think they should hire a professional exterminator to investigate before dismissing my complaint

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:
My wife and I will not accept the $offer to resolve this issue because the price of the mattress and box spring was $in total! I love the mattress and the box spring looks awful and has a stun handy from spoiled sticky syrup that got on itI was instructed to not remove the items from the plastic since our house was not built yet by the delivery guysI did what I was instructed so that once I got the house completed I would be protected off the words of the delivery people that were a third party but at the same time if they work for Coleman furniture as contractors they are representatives of Coleman and there processes and proceduresI don't want them to send me a whole new piece box spring I want them to send me the half that was stained and replace itThat is all! After the disrespect I was given once I replied back to the offer saying take it or leave it It set me off! All I want is for them to honor what I was told by people at my house that were representing their company! If I am correct the box spring was $total so half of that is $75! Please send me what I was told by the people representing your companyAll I want is the new half of the box spring to the king mattress we ordered and I will not accept anything lessI was lied to an misled so that is all that will make this right!
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Sincerely,
*** ***

***We do set up the furniture in customer's home - but if a sofa comes assembled - we do not break it apart and reassemble itCustomer is given on the website all information for dimensions of the sofa - and we bring it fully assembled into the homeThis is done on every white glove delivery 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]
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
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Sincerely,
*** ***

*** This gentleman purchased an item that has an antique oak finish. As such there are intentional markings on the item to give the illusion of an antique item. During delivery there was a chip that was noted that is not part of the intentional antique lookA technician was
sent to address the chip and customer wanted the technician to address multiple issues that were intentionally created by the manufacturer. We advised the customer that we would not be able to modify the item from the manufactures intentions and the customer was not happy with that and insisted we clear up all the intentional antique marks such as knots in the wood and such.We also advised customer that items do not come straight to them from the manufacturer, instead they are inspected at the delivery company which is why they are not in the original packaging when the item is received at their home. Assembly instructions were not provided to the customer at time of delivery as he did not ask for them. The delivery team completely assembled the item for the customer in the room of his choice. *** *** Coleman Furniture