Smitty's Restaurants

The situation is not resolved because the company has to replace the damaged pieces ( headboard, both side rails and nightstand) which I have been to have been orderedI let them know I need this furniture by 10/* or I need a full refund as I have company coming in from out of town and I need bedroom furniture If this furniture is not received by or before 10/* I will need to purchase furniture from another company Coleman furniture can not guarantee delivery just stated they will update me with estimated dates They also will not agree or confirm I will receive a full refund which is what I have ask for now for weeks This company had had my payment in full since 7/** I have been more than flexible and I have tried to work with this company Like I said if I do not receive this furniture by 10/* I DO NOT want it and want a FULL refund

***Coleman Furniture has been working with this customer in an effort to have this matter resolvedColeman Furniture spoke to the customer and advised them that the a new mirror along with the corresponding hardware was orderedand will be delivered and installed at the customer's homeThe
customer was satisfied with this proposal. Sharon M***Coleman Furniture

*** Customers order was delivered to him on 4/*/as per his preference. It was available for delivery earlier however, customer could not make arrangements to accept delivery until that time. During delivery customers are asked to inspect their items and notate any and all
issues found on their delivery receipt. At that time the item was notated as being wobbly and unstable. No indication of scratches or imperfections on the desk were noted at that time. Customer contacted Coleman Furniture a few days after delivery and indicated that scratches had been found at that time on the desk. A certified technician was being sent to address the issue the customer has advised of the of the desk being unstable and as a courtesy we advised we would have the technician look at the scratches as well since they had not been noted at time of delivery.The technician was sent and was able to tighten the legs of the item and stabilize the item. The scratches were not able to be corrected. It was determined that the veneer of the item was liftingThe customer was referred to the warranty program and a replacement table was purchased through the warranty program for the customer. However, per our terms and conditions that customers agree to when they place their order when an item is replaced via the warranty program the customer is responsible for replacement charges as Coleman Furniture absorbed the charges on the original shipping. Sharon M***Coleman Furniture

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

***Coleman Furniture understands that the customer is disappointed in the delivery process. However, we make it very clear to customers when they place their order with us in our terms and conditions that based on their delivery area there might be restrictions or delays in
delivery. We also advise that if they are not able to be available for delivery that they could possibly make arrangements for a second party to accept their delivery for them. As the customers items have shipped and arrived at the local delivery company, which is why we were trying to schedule their delivery, there are fees that would be assessed if the customer does not accept delivery and cancel their item. As this area is only serviced on Tuesdays the customer would have to make arrangements to accept delivery on that date. Sharon M***Coleman Furniture

***The correct table, but incorrect chairs shipped out to this customer. We advised the customer that we will have the correct chairs shipped to him However customer has advised that they do not want the order now and has cancelled. Since we shipped the wrong chairs customer
will not accept the order and has advised he will cancel. He advised he is disputing and will not pay any fees and wants a complete refund. We have tried working with the customer, offering compensation, and exchanges, but customer will not accept any resolution 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 understands the customers frustration in regards to the delay with this order. We apologize for the delay in getting this issue resolved. We have ordered the correct item from the manufacturer and verified with them that it is correct. It is shipping next
week and we will be compensating the customer for the delay that they have experienced.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 becauseI did try to dispute this purchase via my credit card company without realizing that they do NOT arbitrate directly with the merchant but rather with the merchant’s bank and are limited in their ability to helpOnce the merchant submits a signed delivery receipt that shows the customer accepted merchandise in good order, the credit card company said they have to allow the merchandise charge to pass to the customer whether or not considering ALL ASPECTS of a case would warrant otherwiseThe signed delivery receipt prevents the credit card company from disputing furtherMy credit card company is NOT agreeing that Coleman “followed all steps needed in this case” as Coleman states above but rather they cannot pursue this further on our behalf due to procedural restrictionsIf I had fully understood the credit card company’s policy and dispute procedure from the onset, I would not have wasted any time (approximately months) seeking their helpThis is why I am now reaching out for assistance from the Revdex.com to help arbitrate directly with Coleman FurnitureWe did sign a delivery receipt stating the merchandise arrived in “good” conditionAt the time of signing the receipt, my husband and I believed the sofa was in “good” condition until we found CONCEALED DAMAGES (i.e., torn leather) right after the delivery men’s departureColeman’s web site states “*** *** *** ** *** ** ** *** *** *** *** ** *** ** *** ***”Upon seeing this damage as soon as the delivery men left, I REPORTED the concealed damages IMMEDIATELY WITHIN MINUTES by making several phone calls first to the drivers (to return immediately and take the sofa back, which they said they would do but never returned), then trucking company, and finally Coleman FurnitureOur intent was to rescind the delivery receipt, mark it as unacceptable, and refuse the goodsI have telephone records to support our immediate action taken to try to rectify this delivery problemColeman’s offer of a $credit towards a future order does not fix my sofa and is totally unacceptableThis is not FAIR REMEDIATION when we paid Coleman Furniture $in exchange for a brand new, undamaged leather sofa and this is not what their delivery team left me withI should not have to incur any additional charges to rectify this matter as damaged goods were delivered to my homeReputable furniture companies would certainly want to work out a resolution that is fair and meets their client’s satisfaction
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Our After Care supervisor Eric spoke with customer Monday 7/** and advised him of the technician assigned, and date of tentative appointment being 8/**/with the option to call them to try to re-schedule. We ordered parts as documented and told him about it as well.
He was thankful and did not mention anything about a Revdex.com complaint posting. We have ordered the necessary parts to resolve the customer issues reported with their sleeper sofa, and have assigned a technician to address and install the parts. The agent assigned to their Warranty claim was traveling from New York to Florida and did not have internet access to provide an update to the customer, however the agent made contact with the customer the following business day. The repair plan of action was agreed upon with the customer and the follow up on parts will occur within weeks from 7/**/2015, on or by 8/*/This was communicated to the customer verbally and in writing on 7/**/2015.Additionally, our delivery services do not include removal of existing furniture, as this is not part of our sale and delivery processWe do not haul away old existing furniture nor do we advertise that we will offer this service.Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is frustrated with the fact that they have not received their item. However, it has been fully restored to manufacturer standards. The legs of the customers dresser were defective and have been replaced. Delivery has been
scheduled for customer and customer has been advised that if any issues occur which could not be rectified a replacement would be ordered. Sharon M***Coleman Furniture

***Coleman Furniture has already spoken with this customer and advised the customer that she would be receiving all the necessary parts within - business days. All the necessary parts have shipped via UPS on 3/**/and 3/**/17 directly to the customerThe estimated arrival for the parts is 3/**/17...once the customer receives these parts this will address the issue at hand. Sharon M***Coleman Furniture

***Coleman Furniture apologizes for any miscommunication that may have contributed to the customers unhappiness. However, the sales prices that we are given are set by the manufacturer for very specific sales days and periods. The sales prices are only good for the specific
dates that the manufacturer set and for orders placed during that time. Coleman Furniture, are contractually obligated to offer the items at the pricing set by the manufacturer. As such we are not able to sell the item to the customer at the pricing he is asking for.Sharon M***Coleman Furniture

***Coleman Furniture lists all required measurements on our website. We received a call during delivery and the item was able to fit in the door as the customer indicates, however, the customer failed to measure the stairwell that the item would have to pass through to get into he
customers home. This is all the customers responsibility as well. The items that were attempted to be delivered were in fact the correct items and the customer was given the option of using the services of a sofa Dras opposed to returning the items. Customer was aware of all fees before the items were returned. Coleman Furniture will not be refunding or issuing a store credit.Sharon M***Coleman Furniture

*** Customers order was delivered to him on 4/*/as per his preference. It was available for delivery earlier however, customer could not make arrangements to accept delivery until that time. During delivery customers are asked to inspect their items and notate any and all
issues found on their delivery receipt. At that time the item was notated as being wobbly and unstable. No indication of scratches or imperfections on the desk were noted at that time. Customer contacted Coleman Furniture a few days after delivery and indicated that scratches had been found at that time on the desk. A certified technician was being sent to address the issue the customer has advised of the of the desk being unstable and as a courtesy we advised we would have the technician look at the scratches as well since they had not been noted at time of delivery.The technician was sent and was able to tighten the legs of the item and stabilize the item. The scratches were not able to be corrected. It was determined that the veneer of the item was liftingThe customer was referred to the warranty program and a replacement table was purchased through the warranty program for the customer. However, per our terms and conditions that customers agree to when they place their order when an item is replaced via the warranty program the customer is responsible for replacement charges as Coleman Furniture absorbed the charges on the original shipping. 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:
Although we appreciate Coleman's response, they've stated they will charge us shipping fees should we choose to have the entire sectional replaced This is a blatant discrepancy from their previous response stating they wouldn't charge us shipping fees to replace one sectional piece This new solution is simply unacceptable In our previous communications we've stated that on the day of delivery a bad storm was approaching and the delivery drivers were in a hurry (which was understandable)Furthermore we were never advised that we had the option of rejecting the furniture and what the implications would be if we did so In hindsight, and with the new information we've acquired, if we would have rejected the furniture Coleman would have moved forward with charging restocking and shipping fees which is poor business practice Again this is an issue which we addressed several weeks ago during this Revdex.com process We contacted Coleman LESS THAN two days after delivery, which was the very first chance we had to make contact regarding the issues as we have a newborn baby.Regardless of the outcome or path we would have chosen, Coleman is continuing to attempt to charge us fees for issues that should be completely covered either under warranty or good business practice In Coleman's previous response they stated they would replace one sectional piece at no cost to us, with free shipping In this most recent response Coleman is now stating they'll replace the entire sectional but charge shipping fees Why is there now a discrepancy with shipping fees? Why are we, the customer, being penalized for receiving poor quality furniture that should be covered under warranty and/or Coleman's customer satisfaction claim as listed on their website at *** We’ve brought to Coleman’s attention serious warranty and product issues. Yet their response to assisting us with these issues is, “as this is outside of policy and procedure,” because we contacted them after delivery. So is customer satisfaction only adhered to up to point of delivery? Why are issues after delivery outside of policy and procedure? Why are warranty issues not being addressed? Why are there now discrepancies with shipping fees?Why has Coleman been unable to provide proof they were in contact with Ashley Furniture?Why are photos submitted through this Revdex.com communication being disregarded? At this time, as stated previously, the dispute through Capital One Credit will stand. If Coleman Furniture will, 1) replace the entire sectional (minus the ottoman) at no cost to us and no shipping fees, and/or 2) issue a full refund for the sectional (minus the ottoman), then we will drop our dispute through Capital One Credit.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***This customer ordered a bed from *** and refused it upon delivery. The items had a white washed look to it and the customer feels that it is not correct. The manufacturer has been contacted and verified that the item is within manufacturer specifications. The customer
does not want to accept that. The additional damages that the customer has advised about in the Revdex.com complaint were not noted or revealed to us.Customer has been refunded minus the restocking fee. The items are still at the local hub and we can rebill and redeliver if customer prefers.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 Crawn will be reaching out to the customer as well, to ensure that this is all handled quicklyLori will be able to work with customer regarding compensation as well on this order
*** ***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,
*** ***

***Coleman Furniture understands the customers frustration and we want to resolve this issue for the customer. We have ordered the cord from the manufacturer and we apologize that this has occurred. As we advised the customer previously the indentation they are seeing in the leather will correct itself and for the inconvenience of waiting for the power cord we will refund the customer $50.00.Sharon M***Coleman Furniture