Smitty's Restaurants

[redacted]Coleman Furniture has researched this matter and determined that the furniture that was delivered up to manufacturer standards and the furniture was accepted by the customer without indicating any issues at the time of delivery. Additionally, regarding the warranty claim, since Coleman Furniture paid the shipping charge for the initial delivery, the customer would be required (as clearly indicated via the warranty claim form) that the customer would be responsible for the shipping charges on any and all warranty replacement items.  Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands the customer is upset, however, we want to resolve this issue for the customer and have ordered replacement rails that have shipped from the manufacturer.  The customers order will be delivered and completed and we will compensate the customer...

$75.00 for the delay.  If the customer wants to return the order fees will be assessed. Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands the customer's frustration relating to this situation. Coleman Furniture  recognized that the initial item came in damaged and has contacted the manufacturer to order a replacement top. On 10/**/16, the manufacturer had advised that the item is being...

prepared for shipment and should be at the customer's local delivery hub within the next 10 days. Once it arrives at the delivery hub the item will be inspected and the customer will be contacted to schedule a delivery.  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:

[Your Answer Here]
I Paid $1,336.75 for a sofa set and a coffee table online and they refunded me only 594.88 even though I don't even have the items except for the coffee table and it has been about a month now.  I asked Coleman furniture rep to take back the coffee table for which I paid $251. I asked the delivery guys to take back the coffee table during the delivery day and  they didn't take it back.I want full refund $1,336.75. I waited 3 weeks for delivery of my items and during the delivery day, they wanted to deliver me a damaged/defective sofa. I told the delivery guys I want my full orders and not just the coffee table and love seat. They wanted me to accept a damaged sofa and therefore wanted me to sign waiver even before any delivery was attempted. I saw them talking and they then pretended  as if the sofa can't fit my stairways and they were laughing and taking picture. They never fully and properly attempt to bring the sofa to my living room. They briefly brought it to my stairways and took a picture to show it didn't fit the stairways and took it right back to their truck and all in about 2 mins. This was an act to fool me and they knew I was not gonna accept anything that is already damaged or defective.   They brought love seat and coffee table in to my room but not the sofa and when I asked them to take these 2 back, they took the love seat but didn't come back to take back the coffee table.  People living above me has those sofas delivered to them easily through the same stairways and I had king size mattress , king size bed and 60 inch entertainment wall centers delivered 2 days earlier by another delivery company before this so I knew for sure delivery of the sofa wouldn't be a problem. I now have nothing except for the coffee table which they were supposed to take back on same day and I am scammed $740 by Coleman furniture for nothing. I want full refund $1336.75  so that I can shop for these furnitures at a local store.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Customer ordered a dining table and chairs.  Unfortunately the manufacturer sent the incorrect chairs and the mistake was not caught until the item was delivered to the customer.  Customer refused delivery and declined to allow us to order the correct chairs.  We offered the customer $150.00 as compensation and customer declined.  Customer has advised that they already purchased another set and refuses to pay any restocking fees for cancellation. We are willing to offer 300.00 compensation, but we had to ship the entire order, including correct pieces back to the manufacturer. Customer was unwilling to allow us to make things right. Please advise if this will be acceptable so that we can help close out this issue.Sharon M[redacted]Coleman Furniture

Madeline Customer placed order for dining room table, chairs and a hutch and buffet. The table and chairs were delivered to the customer and all issues customer had at time of delivery were addressed and resolved.  The hutch/buffet is on back order with the manufacturer and customer has...

been routinely updated by Coleman Furniture in regards to this.  A manager called the customer as he asked and he was given the option of cancelling the hutch/buffet as it was on back order and customer declined.  Customer is aware the item is back ordered with the manufacturer and that we will keep him updated. 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 company provided a lack of follow up with their responses regarding the return of the couch. I have email chains to provide from when I contacted the company originally to when they finally called to say they were coming to pick up the couch and they range over a months time. The company has no wiggle room when applying charges yet has no follow up or customer service to support their needs. I would have been happy to oblige if the company had communicated properly and considering I called to return the couch the DAY OF receiving it, they should have arranged for quick pick up, without additional fees. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], I apologize if there was a confusion with how your issue was being resolved. I have been working with the local delivery hub to secure a furniture technician who will be resolving the issue with the stripped screw. Your order has been given the top priority and will be ready for...

delivery soon. Thank you,

[redacted]Customer paid via [redacted] payments, and [redacted] has fully refunded the customer at this point. This should close out all issues outstanding.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands that this customer is unhappy with the order process.  However, we stand behind how this order was handled.Customer placed their order online on July *, 2016 and at that time was advised of a 4-5 week shipping date from the manufacturer.  Customer was again notified on July **, 2016 of an estimated ship date of 7/**/16.  At that time the customer did not advise us of a wish to cancel their item.  As per our terms and conditions that the customer agreed to at the time they placed their order, they are unable to cancel their order after their item has shipped without paying fees. The item shipped from the manufacturer to the local delivery company on 7/**/16.  Customer was in the routing/ scheduling portion of their order when she contacted us on 8/**/16 to advise she wanted to cancel her order.  As such customer is responsible for cancellation fees.All delivery time frames are estimates and customer is advised that actual delivery time frames may vary depending on route availability.Sharon M[redacted]Coleman Furniture

[redacted]This customer purchased a Saddlebrook Antique White Cocktail Table.  The description of the item states that it is "Crafted with Poplar/Pine Solids with  wood products.  As it states wood products the item is not advertised as solid wood.  The item is as advertised. The item has been verified with the manufacturer to be constructed of wood product as described .  Our website also states in our terms and conditions that:  Coleman is not responsible if - You received delivery of an item(s) with a finish, color or texture that is different from what you saw at the Coleman Furniture website, any website other than Coleman Furniture, at a physical furniture store, or recommendations you received from a Coleman Furniture sales representative. Finishes and colors online may not accurately represent the true color or pattern. Customer accepts liability for their purchase.  Coleman Furniture is not liable for  errors on Our Site: We try to be as accurate as possible. However, we do not warrant that product descriptions or other site content is accurate, complete, reliable, current, or error-free. Prices and promotions are subject to change. Rarely an item listed as available on our site may not be available, or an item may be mispriced, despite our best efforts. For any of these reasons, we may cancel your order or we may contact you for instructions on the order. Sharon M[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]

[redacted]The customer received their order and the original headboard had white discoloration on it.  A replacement was sent from the manufacturer as the item did not meet manufacturer standards.  The replacement headboard was sent to the customer and the customer reported what looked like...

excess glue on the headboard of the item.  A tech was sent to address the issue.  We received additional pictures from the customer and technician and after further investigation it was determined that what the customer was seeing and wanted addressed were intentional markings created by the manufacturer.  We advised the customer of such and sent a high resolution image to the customer to view.  Coleman Furniture's website displays the item and the intentional markings can be seen on the website as well.  A replacement item would have the same intentional manufacturer created markings on it. We are able to offer additional compensation if this will satisfy the customer's claim at this time.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:

4 month 6 days is pretty long time to fulfill an order. While I write this I have not received my sofas and recliner. Most furniture companies provide replacement sofas or refund if they can not fulfill order in reasonable time. Anyone 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 items. I don't need $100. I can't get what I lost with your $100.
 
 
 
 
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:

they never hired a furniture company to come and check out the issues.  When I contacted the furniture company they had suggested it was $85 to come and look at the furniture and determine the repairs.  When I relayed this information to Coleman they said to cancel this appointment.  Instead they wanted me to take more pictures and try to determine the replacement pieces that would need to be ordered.  I sent more pictures through various emails during 2015.  Then on April *, I sent pictures of all the pieces of furniture with areas affected circled in red.  Again the pieces had not been received and I had to resend the same email on May ** which I followed up with a phone call speaking with Edwina C[redacted] going over the missing pieces.  I followed up with emails requesting status updates with no response.  Then on June **, 2015 I received an email stating that all parts should have been received.  I called Coleman that day again and spoke with Lori C[redacted].  I told her I had not received any new prices of leather for the repair.  Again we went over all the missing parts, which over 8 pieces.  I was assured that the problem would be taken care of.  Finally, I sent one last email a couple of days before I registered this complaint.  On July **, 2015, I received a response saying that all of the pieces were shown to be delivered.   Again the wrong information.  I had not received any new pieces of leather. To summarize, this problem was reported to Coleman almost one year ago and is still not resolved.  In that time I received only three leather pieces, which does not even cover 20% of the total repair.  I have spent hours on email and phone calls and keep getting the run around and no resolution.  This is way beyond the reasonable amount of time a customer should have to wait.  Just because the furniture was new and in good condition when it was delivered and never used does not mean there could not be defects.  Leather furniture does not peel after a couple months of use (as was relayed to me by several furniture repair companies).  These same companies told me that either it is not real leather (which it is advertised as top grain leather) or it is defective.  Either way, at this point Coleman should stand behind their product and resolve the issue by a complete refund or credit of the purchase price.  Coleman trying to send replacement leather obviously did not work, and I am tired of waiting.  I do not want this furniture.  I do not want replacement leather to refurbish this sectional.  I paid for brand new furniture, not furniture that would be taken apart and pieced back together.   I am truly shocked at the poor customer service of this company.  I have repeated the problems over and over again for almost a year and have been extremely cooperative and patient supplying all the information and pictures Coleman requested multiple times without resolution. I did everything they requested of me, now they should honor my request for a refund or credit.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],We have refunded customer in full for this order. This should resolve all open issues.Sharon M[redacted]Coleman Furniture

Better Business...

Bureau:I agree to both replacement items. They also promised a 100 dollar refund on the morning of 5/**/17 prior to actual delivery (See attached).
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]

[redacted]The dispute the customer submitted with their banking institution was settled in the customer's favor....the customer has already been 100% refunded in the amount of $1869.40. Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture prides ourselves on recognizing when a customer expresses a concern relating to the service they received. On 3/*/17, Customer [redacted] was contacted via email along with a follow up phone call which conveyed how thewarranty process is structured. Once Customer [redacted] provides...

the completed warranty claim form along with the corresponding pictures , Coleman Furniture will be happy to provide further assistance towards addressing and resolving this matter.  Sharon M[redacted]Coleman Furniture

[redacted]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[redacted]Coleman Furniture