Smitty's Restaurants

[redacted]In response to customer's request.On 1/*/15 our delivery partner, [redacted], delivered furniture which included a buffet and a hutch. The customer advised via the bill of lading that the "...glass panel in the hutch was too low and the glass was wobbly..." On 1/**/15 a furniture technician was sent to the customer's home to address the issue pertaining to the hutch. The technician provided washers and additional hardware to address issues with glass being wobbly. On 5/**/15, the customer [redacted] advised via email that there was still an issue with the buffet.On 6/*/15, [redacted] advised the customer that we were still continuing to follow up on the issue. On 7/*/15, [redacted] called the customer [redacted] and requested additional pictures of the hutch showing the damage from a distance and from close range so that we can assess how to resolve this issue. The customer advised that he would not be sending pictures because he stated "...he just wanted a new hutch and would not be accepting a technician."  This request was followed up via email as well.On 7/*/15, the customer [redacted] provided pictures via email of the damage to the hutch.On 7/*/15, [redacted] called the customer requesting pictures which showed the hutch from a distance. On 7/**/15, the customer [redacted] sent the requested picture and advised that "I will expect an ETA on my replacement china cabinet today".On 7/**/15, [redacted] advised the customer that we were discussing the hutch with the delivery hub who made the initial delivery. On 7/**/15 the customer advised via email "....I have not gotten an ETA on my replacement china cabinet yet.  It has been over 7 months without the use of this piece of furniture that I paid for last year.  I expect an ETA on the replacement by this evening or I will require a refund and for Coleman to come get the defective china cabinet by Friday.On 7/**/15  [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015.On 7/**/15, the customer advised via email "....While I'm glad you are in contact with the delivery company, that has no bearing on my china cabinet.  I purchased the furniture from your company.  While the delivery company delivered it, the item has obvious manufacturing defects.  Please understand, the only options I am willing to accept at this point are a replacement or a full refund.  Please let me know by 5pm today which I can expect. "On 7/**/15, the customer called [redacted] inquiring  about the status of the replacement hutch. [redacted] advised we were still speaking with the delivery hub to determine a resolution. On 7/**/15 [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015On 7/**/** it was determined what parts were needed for the repair to the hutch based on the conversation that took place between the original furniture technician and the new furniture technician that would be repairing the hutch.On 7/**/15 [redacted] was advised from the delivery hub that the furniture technician will be contacting the customer to schedule an appointment no later than July **,2015Please be advised that as stated in our terms and conditions (please see below) Renegade Furniture Company does reserve the right to have the furniture restored and / or repaired at no cost to the customerIf a product is found to have damage, and damage is noted on the delivery receipt; we will send a the necessary parts and correct the problem at our expense. Remedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer.Customer agrees to allow Coleman Furniture, the manufacturer, and/or our shipping agents the opportunity to remedy the damage or defect issue. Customer agrees to accept the remedy selected by Coleman Furniture, the manufacturer or the Coleman Furniture shipping agent.If customer does not allow Coleman Furniture to send a replacement or repair it and would rather cancel the order then let us remedy the problem, customer will be required to pay a 25% Sharon M[redacted]Coleman Furniture?

[redacted]Coleman Furniture recognizes the customer's frustration at believing the item did not require a box spring. This item clearly states via the online description that a box spring is required. Additionally, the item was fully assembled by Coleman Furniture and was ready to be used in the...

customer's home. The customer opted to return the item since she had not purchased the box spring. Upon learning of the corresponding return fees (which are indicated in our terms and conditions) the customer felt that she was being mislead. The item is currently at the local delivery company and is ready to be delivered upon the customer indicating they will accept delivery.Sharon M[redacted]Coleman Furniture

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I just wanted to touch basics with you in regards to my complaint. Someone has reached out to me and came by today 4 days later to look at my furniture (Bed) and chip Night stand.  I was told that the bed was made poorly and that I will receive a call in 3 business days to see what can be done to resolve the issue.Once again I am being inconvenienced, Its been over a month and I have not slept in my bed. I was sleeping on the floor for 2 weeks with my son and staying at friends house and paying them to be there..I have never experiences something like this in my life... I had a good bed and now I have nothing. This is unacceptable.  So now I have to wait for Monday for you guys to decide what the outcome is going to be and if/when they can replace the night stand.. I am very upset and disappointed.. I refuse to wait another month for you guys to figure out this issue and have to sleep on the floor or at friends house when I have a home of my own. I paid rent for my apartment for a month and have not been there so I basically paid $1375.00 for storage for your poorly made furnitureI was also told by one of your representatives that if I wanted to return the bedroom set and get another one I will be charged a 25% restocking fee. and the full value of a new one..After all this trouble I have gone through....This is unacceptable as stated before.  I would like to order another set at    
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The second delivery was not completed with our White Glove Delivery Service.  That service is something we utilize for our customers on their initial delivery.  The second table top was sent from the manufacturer straight to the customer and this was ordered as a courtesy to the customer.  That did not include our White Glove Delivery Service.  The manufacturer has reviewed all the information the customer has given us as has Coleman Furniture's in-house technician.  The manufacturer has determined that the item is correct and can be assembled.  As a courtesy Coleman Furniture will compensate the customer $100.00 towards them hiring a furniture technician to assemble the table.

[redacted] The delivery company scheduled the customers delivery with the customer for 4/*/16.  At the time of delivery the drivers contacted the customer and he advised he was unable to accept delivery and would not be able to do so for another 2 hours.  Drivers are not able to wait for extended periods of times past the delivery time frame and advised the customer he would have to reschedule.  The missed delivery and re-delivery fee is $80.00 and the customer is responsible for that.  Coleman Furniture has already waived one fee and can not waive any additional fees.  Item is ready for delivery as soon as customer pays fees. Sharon M[redacted]Coleman Furniture

[redacted]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[redacted]Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The policy of this company says that they ALWAYS assemble big pieces of furniture at their customers' homes.I have received emails from this company asking me to inspect the sofa that is delivered in boxes,and I even asked them in my email how is it possible to inspect it in boxes.I deeply regret that unfortunately ordered this sofa from these dishonest people who first denied the fact that they assemble furniture and tried to make an it from me stating that by assembling they meant placing it into the room of my choice.After that,it was their version that they don't assemble at all,then only some kinds of furniture,and now that it came assembled.By the way,assembling in my place was the main point that I chose this company not knowing that I will deal with fraud and abuse.They are dishonest from the first steps of my dealing with them because they manipulated with financial part of this simple deal.I am expecting AJ Ny respond after their investigation and ready to make my next steps to win because I am right and to warn other people not to use services of very dishonest peop[le.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
Tatyana S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I am not concerned with the delivery company or the manufacturer. The evidence of bed bug carcasses indicates long term infestation suggesting the warehouse in my opinion. A general customer survey is not satisfactory. I 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,
[redacted]

[redacted]We understand the customer is upset in regards to having to wait for the refund he was expecting.  However, the customer has initiated a chargeback (dispute) with their credit card for this transaction.  Since that has happened the funds for this have been frozen and we cannot...

refund the customer.  The customer has been advised of this.Sharon M[redacted]Coleman Furniture

[redacted],We have worked with the customer, and made this gesture, even though the original order was filled as advertised. Please have customer reach out directly to the head of customer care - Felice C[redacted] at ###-###-#### and reference this response - who will assist in getting this resolved...

for the customer.Thank youSharon M[redacted] Coleman Furniture?

[redacted]Coleman Furniture apologizes for the delay in getting the issue resolved for you.  We have reached out to the manufacturer and they are sending the replacement shelf to the customer.  We have updated the customer and they should receive the item within the next 7-10 business...

days.[redacted]Coleman Furniture

[redacted]Customer placed their order on September **, 2016 and on September **, 2016 was given a 4 week ETA.  Our terms and conditions that all customers must agree to when they place their order advises that all ETA are estimates only and there can be delays due to such things as product...

availability, transit times and delivery time frames. They also state that  if an item arrives at the delivery company and is not at 100% manufacturer standards we will restore that item prior to delivery.  Parts have been ordered from the manufacturer to restore the items and once they arrive and are installed the customer will receive an immediate delivery.As compensation for the frustration the customer has experienced we will purchase the Additional Protection Plan for the customer.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture regrets the issue that has transpired with the furniture not being able to be delivered to the customer. As stated in our terms and conditions. which a customer must agree to prior to placing an order..Coleman Furniture works closely with our vendors in an effort to make...

100% certain that all product colors, dimensions, and photos are exact; however, there are at times minor discrepancies based on screen resolution, and other possible factors. Any questions or hesitations based on color or dimensions must be discussed before placing your order. Coleman Furniture will not be responsible for minor discrepancies from what was advertised. Additionally, this customer has disputed this order with their banking institution...on 9/*/16 the dispute was resolved in Coleman Furniture's favor[redacted]Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I honestly do not understand why the same response is being sent to me. We viewed this response and the last question was how this would be resolved. I have responded to this false statement numerous times. Revdex.com can view the history to verify how they are clearly doing what they do best and giving run around feedback. The last response was how do we resolve and now we are back with this reply. I just can't believe this!  This is just horrible! 
 
 
 
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Sincerely,
[redacted]

[redacted]We do set up the furniture in customer's home - but if a sofa comes assembled - we do not break it apart and reassemble it. Customer is given on the website all information for dimensions of the sofa - and we bring it fully assembled into the home. This is done on every white glove delivery order. Sharon M[redacted] Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

As you can see by the attached documents, the order confirmation sent does not shoe the actual photo of the piece of furniture.  Is you also see the attached web site advertisement of the two colors of the table, Weathered nutmeg (my initial preference) and Vintage Melange (what I was told by the rep that would be more suitable). there is no difference in the color in the pictures.  Thus, a consumer is forced to rely on the guidance of the sales representative.  Additionally, the color of the table in vintage melange is not represented nearly as dark as the color actually is. Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

A response from the manufacture shouldn't take this long. From the first complaint to this company about the defect they was informed that the cut was off and the cut still remains off from the second product I received.  How much longer should I continue to wait?  It's been about a week now.  I've sent pictures, had a professional come out and assist and the problem at hand still remain the same.  As a customer I believe Coleman Furniture should refund my money, pay for shipping if they want the product back or consider this a loss and refund Affirm Finance their monies and have Affirm close my account out as paid in full.  I will then be willing to find someone local or near by with the hopes of  getting this table fixed.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear Revdex.com, We sent a copy of the item we received as requested by [redacted] of Coleman furniture on May [redacted] but its not until June ** that we again received an email from [redacted] of Coleman Furniture saying that after they reviewed our order confirmation, we in fact received the right item.   I sent an email to [redacted] asking about the fees so that I will know how much the fees they want to charge us but I never agree that we are wrong with our order.  I just want to return the wrong sectional they delivered to us.We have contacted Coleman furniture the same day we received the sectional which is May [redacted] but did not received any response from them until 4 days later which is May **. She sent us again an email on May [redacted], then last email is on June **. We will not pay for any shipping fees or restocking fees for something that is not our fault. We have photos of the RAF Sectional & diagram that they USED to have in their website when we placed the order and now they have corrected photos in their website after we communicated with them but unwilling to admit their fault and give us a Full refund.  The only way to satisfy us is to let us return the sectional to Coleman Furniture at no cost to us & get a FULL refund of what we paid including Taxes which is $1303.00. I really hope this issue will get resolve soon. We are very determine to get our Full refund.  Thank you.]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I still have yet to receive policy information for my EXTENDED WARRANTY I purchased.      
 
 
 
 
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Sincerely,
[redacted]