Smitty's Restaurants

*** Coleman Furniture, in an effort to satisfy our customer will compensate the customer in the amount of $to keep the item as is. Customer has agreed to this resolution.***

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 finance company has filed a dispute with Coleman Furniture on my behalf I just spoke with them today and they told me that Coleman Furniture has until October **, to respond to them about my dispute However, I would like to request additional time to respond to Coleman's email response to me/Revdex.com, dated October 3, since an answer is due from them to my finance company by October **, 2013.Second: I am not owed the amount of $at this point since my purchase was being financed and so far I have only made a down payment of $to Coleman Furniture My monthly payments were stopped once I filed the dispute, so no other payments have yet been made pending the dispute decision However, if Coleman Furniture has been paid the full amount of my loan by my finance company then the balance of the loan is owed to them.Third: I would most likely be agreeable to donating this merchandise to a charity and obtaining a receipt, however, I live in a remote rural area where it is very unlikely that I would be able to locate a charity that will pick up...and I have no resources that will allow me to deliver to themSince nothing was stated about how the furniture would be delivered or picked up I would need to know that Coleman Furniture would arrange and pay for the pickup and delivery to such a charity.I am agreeable to donating the merchandise to a charity provided Coleman Furniture is agreeable to pay for the pickup and delivery to such charity It may be possible that a charity would be willing to pick up the merchandise, however, I have not yet been able to locate one that will pick up in my area In addition, I am in agreement as long as I do not incur any expense and provided I suffer no financial losses to my credit history.If Coleman Furniture does not respond to my finance company by October **, and/or additional time is not allowed for my response, then I would like an email from Coleman Furniture that they are agreeable to my terms for them to pay for pickup, delivery charges to a charity and that I will not incur any further financial expense, nor suffer any repercussions to my credit history Once I receive notification of acceptance of my terms by Coleman Furniture then I will accept their Business response via your Revdex.com email system (unless of course their agreement with my finance company (by October **) is to just pick up the furniture at their expense, dispose of as they wish and release me from any financial or credit losses
Sincerely,
*** ***

***Coleman Furniture understands the customers frustration in regards to the wait they have experienced. When a customers order is found to be damaged at the time of delivery Coleman Furniture makes sure that it is restored to 100% and re-delivered. The customers items are in the
process of being restored and will be scheduled for delivery to the customer the week of 10/**/16. As Coleman Furniture understands the delay has been a source of frustration for the customer we will be compensating the customer $once the delivery has been completed.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 still don't think this is a fair decision from Coleman Furniture, please published so other customers would be aware of this situationNow I will have to pay a handyman to repair the drawers replace the drawers
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 will NOT be accepting any repair of furnitureThat option can be wiped off the table for goodThis furniture is BRAND NEW; it should not need repairedI'm not sure what is not clear about thatI repeat; I will not accept repair of this furnitureWhat gets me the most at this point about this whole situation is the fact that Coleman, seeing the damage via picture, never offered to replace the headboard of the bedBefore we ever go that route, that is not an option at this pointThe new dresser, according to the emails, has been at the delivery company for days nowI have not gotten any phone calls about delivery of this new dresserWhy did it take so long for the hardware to arrive? Why was it sent to me and not the company that would be putting the bed together? I will not accept delivery of the new dresserI will not accept delivery of the mirror at this point
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture has been speaking with this customer in an effort to have this matter resolved promptlyAs stated in the terms and conditions for Coleman Furniture, a 15% restocking fee would be applicable for any orders that shipped from the manufacturer if an order is requested to be cancelledColeman Furniture has attempted to work with this customer by offering compensation to offset the delays that have occurred with the orderThe customer declined this request and therefore is responsible for the 15% restocking fee since the order has already shipped from the manufacturer. 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:
Thank you and you can close this case
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 in regards to the issue they are describing. However, all of our customers are asked to fully inspect all of their items at the time of delivery to advise of any potential damages that might have occurred during
transit or for any other issues. The customer inspected their item, and advised us of issues with the chair only. Customer did not indicate any problems with their table until a month after delivery, and the pictures she provided clearly showed a mark on the table that should have been found at delivery. The item is clearly damaged and not defective. As such it is not something that we can resolve for the customer. Sharon M***Coleman Furniture

*** Customer placed order on April *, 2016. The item was delivered to the local delivery company on April **, 2016. Items arrive at the local delivery company and are then inspected to ensure that they are at 100% manufacturer specifications ad then the customer is contacted
for delivery. Delivery was scheduled for the customer with a delivery date of 5/**/16. Per our terms and conditions that customer must agree to at the time they place their order Delivery time frames are an estimate - actual delivery may occur earlier or later than scheduled due to the nature of long-distance, nationwide shipping and unforeseen eventsColeman Furniture is unable to offer compensation for deliveries that do not occur exactly as scheduledThe customer is in an area that is only serviced infrequently, there are no earlier deliveries available for the customer. Coleman Furniture is not able to have scheduled earlier nor do we compensate for delays in delivery. Sharon M***Coleman Furniture

***Coleman Furniture understands the customer is frustrated and we have worked with the customer to resolve this issue. We have ordered the customer a replacement item and the customer has been updated.Sharon M***Coleman Furniture

***Coleman Furniture understands the customer was not happy with the furniture she received. However, there was not any problems with the furniture the customer just did not like it. As such, there would be fees associated with the return and the customer was advised of such.
We advised the customer of the fees and once she agreed we advised the delivery company to reach out to the customer to arrange a pick up of the item when they were in her area. The customer then called us after they delivery company had attempted to reach her multiple times and advised us to have them stop calling her as she was keeping the couch as such there is nothing else for Coleman Furniture to do.Sharon M***Coleman Furniture

*** On 8/**/ ** *** ordered a sofa and a chair with one of our sales agentsOn 8/**/the order was placed with the manufacturerOm 8/**/the customer was advised via phone that the merchandise would have an estimated time of arrival of weeksOn 9/**/the customer
was advised that the estimated time of arrival was still mid SeptemberOn 9/**/the customer was advised via email that the furniture was estimated to ship from the manufacturer at the end of the weekOn 10/*/a customer care agent from Renegade Furniture Group spoke with the customer to advise that the product was now shippingOn 10/**/the credit card that was provided by the customer for payment was declined and a new credit card was providedOn 10/**/the customer was emailed that the order was en route to the local delivery hubOn 10/**/the order was received at the delivery hub where it was determined that the chair was damaged and deemed not deliverable at that timeOn 10/**/a repair was approved for the delivery hub to bring the chair back to % manufacturer standardsOn 10/**/the customer was informed of the damage to the chair and advised that Renegade Furniture Group would like to still deliver the sofaOn 10/**/the delivery hub attempted to call the customer several times to schedule the delivery, unfortunately the number that was provided was not a working numberAn alternative number was provided by the customerOn 11/*/the delivery of the sofa was made to the customerOn 11/*/a new chair was ordered directly from the manufacturer due to the original chair deemed not restorableOn 11/*/the customer was provided with the estimated time of arrival of weeks to ship from the manufacturerDuring this call the customer expressed his concern as to to how long it was going to take to get the new chairOn 11/**/the customer called asking for an update on the chair shipping out, and he was provided with the estimated time of arrival of weeksRenegade Furniture Group recognizes the customer's frustration with the original chair coming in damagedAfter it was deemed not restorable a new one was immediately ordered from the manufacturer. Sharon M***Coleman Furniture

***Coleman Furniture is able to successfully deliver the customers order to them. Yes, the customer was refunded as they did in fact refuse delivery. We were able to deliver of the items and and the last remaining piece would be delivered to her at her convenience.We attempted multiple times to advise the customer of the ETA for the last remaining item and she would advised us that she had initiated a dispute with her credit card and did not want the order and would not accept delivery.Even though the order was cancelled and the customer refunded minus the cancellation fees as per our terms and conditions we advised we could void her cancellation and deliver her items and customer refused.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. 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,
*** ***

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'm sorry, but I don't agree with thisI do not think a time frame of Dec*** to February *** (days) is reasonable to let a customer wait on a functional working couchYou gave us two confirmations the couch would be delivered on a specific date, only to find out the day after the delivery was supposed to occur, that it was not working properlyAfter the two confirmations the couch would arrive in working condition, we sold our old couches because we didn't have room to store them and you made it clear you needed the area clearedIn addition, you did not fully compensate us for your issue as you are making us pay a restocking fee for a couch that never got delivered
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,
*** ***

***Coleman Furniture understands that the customer is not happy with the resolution we are offering. As we have previously advised the pictures we were provided do not display what can be determined as manufacturer defect we are unable to proceed with a replacementThe item was received and the customer signed delivery paperwork stating that the items were delivered in good condition. Coleman Furniture bears no responsibility for damages that may occur after the delivery is received by the customer However, as a courtesy we will refund the customer $once the dispute he initiated with his financial institution is resolved. We are unable to cover the cost or a repair for the customer.Sharon M***Coleman Furniture

***Coleman Furniture recognizes the frustration that the customer has experienced pertaining to this orderOn 3/*/the customer spoke with a customer care agent where they were updated that the order was back-ordered until mid March 2017. The customer had been offered as compensation
the Guardian Protection Plan to offset the delay in the order shipping from the manufacturerThe customer accepted the compensation of the Guardian Protection Plan along with willing to wait for the order to shipIf the customer decides they no longer would like to wait for the order, they can contact Coleman Furniture As long as the item has not shipped from the manufacturer, the customer would be able to receive a full refund. Sharon M***Coleman Furniture

***All furniture is inspected in advanceIf an issue is found during delivery, we take it back at no cost to the customer and resolve the issue, or replace itBy cancelling order, we needed to ship the order back to the manufacturerThis is where the costs of restocking came inWe are willing to help with those costs, but these were actual costs incurred.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:
What they are claiming is false! At no time ever during our conversations was there any effort on their part to try and resolve any issueI was told that I would have to pay for restocking and for delivery back to their warehouse, which is exactly what I am disputing. They claim that all conversations are recorded and that they listened to my conversations and that I was never given the measurements by a rep there and that is also false. I was asked to measure the sectional and provide pictures, which I did. The couch measured exactly inches. When I was trying to explain this to them, the rep told me that the website states that the sectional was inches, which is an 9 inch difference and I was told that they would not do anything over inches!!!!! Maybe they should listen to that recorded conversation. The point I am trying to make is that a rep gave me the wrong measurements prior to me ordering AS WELL AS someone who claimed to be a manager did after the sectional was in my home. Either way, the sectional measures inches and its neither what the rep said it was or what the schematics lists. So for that reason, I do not feel as though I should be charged anythingThis company is not what they claim to be at allthey could care less about the customer once the piece is paid forThey have no idea what customer service is and should realize that especially in an online business, word of mouth is EVERYTHING!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***