Coleman Furniture

[redacted]
 
On 10/*/15 the customer placed an order via the Coleman Furniture web site for an entertainment wall unit.  On 10/*/15 the order was placed with the manufacturer. On 10/*/15 a message was left for the customer that there was an estimated ship date of 3 weeks from...

the manufacturer. On 10/**/15 a payment was received and processed from the customer. On 10/**/15 and email was sent to the customer that the order is en route from the manufacturer. On 10/**/15 the customer was emailed the order was being prepared for shipment. On 10/**/15 the customer was scheduled for delivery on 10/**/15. On 10/**/15 the customer called Coleman Furniture and advised that there was damage to the tv stand on the entertainment center. The customer was advised to keep the entertainment center in their home and we would advise as to how the issue would be resolved.  On 10/**/15 a  furniture technician was contacted so that arrangements could be made to have the item restored back to 100% manufacturer standards. As per our terms and conditions....." 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% restocking fee and actual shipping charges.On 10/**/15 the customer was contacted via email that Coleman Furniture was working to get this issue resolved. On 10/**/15 the customer was called directly and advised that we are working on getting this issue resolved. On 10/**/15 it was determined that a replacement part was available and was ordered. On 11/*/15 the customer was contacted that the replacement part for the damaged tv stand had been ordered and it had an estimated ship date of 12/**/15. Once the part arrived at the customer's home a certified furniture technician would be scheduled to make the necessary restoration to bring the tv back to 100 % manufacturer standards. On 11/*/15, the customer was offered a refund of $100.00 as compensation as a gesture of good faith. On 11/*/15 the customer was advised that the furniture technician would assist with the removal of his personal items from the tv stand as a courtesy and to assist the customer when the restoration would be made. 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:
 
There is a delivery date due to my effort to get one
Since my complaint Coleman Furniture has not contact me to advise of anything.  They did not contact the delivery company until I had to direct them to on 1/*.
 
Poor customer service.  What did Coleman Furniture contribute to a successful ending? What can Coleman Furniturr for my expensive time I pit into giving them money?  
Aredirect hey low cost due to lack of great service?
 
 
 
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:

[Your Answer Here]
 Per my warranty the leather frame,etc shows is covered for 5 years. As to the mattress paying a $200.00 shipping fee is robbery and never explained to me in the beginning as it should have. When I purchased this sofa bed I was told things like yes it is great basically I was sold the world and the best possible warranty, and what I got was something different than what I purchased. I did not purchase a sofa bed knowing it would be garbage, in fact that's why I agreed to the extended warranty before purchase I was told the warranty covers everything then latter on when you actually need the warranty you are told a different story. Why does my warranty say it covers my sofa bed for 5 years but never shows what is and what is not covered, so I just went by what the Coleman company told me viably. Bottom line is I have a warranty that shows a 5 year warranty but you will not except it. Also as the mattress goes can I pick it up exactly how much is shipping it is to much the cost of the shipping I could purchase a mattress it is insane. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
Coleman Furniture had scheduled a technician to make all necessary restorations that were indicated via the customer delivery checklist. The customer has...

since advised of additional concerns which Coleman Furniture had investigated.
Upon a thorough investigation of the additional concerns.voiced by the customer, it was determined that the furniture was up to manufacturer standards. As a gesture of good will, Coleman Furniture offered $100.00 to the customer. 
Sharon M[redacted]
Coleman Furniture

[redacted]
This customer also disputed this order.
Customer placed the order online and then called and spoke to one of our sales people regarding his order, and they went over in detail what the customer ordered and the dimensions.  The online...

description for what the customer ordered does not indicate it is a platform bed nor did they advise it was a platform bed.  
Customer never advised that there were issues on the foot board nor any flaking issues. The problem seemed to be that they had a dislike to the height of the bed. They advised us of this in writing correspondence when contacting our company,  The last chargeback was submitted on 2/**/16. At this time we need to wait for the outcome of the chargeback - as all payments have so far been reversed at this time.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
 
This customer placed their order with Matt back in June of 2015.  We delivered the item on 7/**/15 and the customer signed for delivery...

stating the item had been inspected and was  in good condition. We have had no correspondence with the customer with her advising that there was a problem with the order until [redacted] when customer called in advising there were issues with the item, we sent customer warranty forms and have not heard back from her as of yet.  Customer disputed their transaction with their credit card and the dispute wa resolved in our favor.
Guardian Warranty is an extra protection plan that we sell, we do not administer the plan and therefore would not be able to address any issues that the customer is having with them not speak to how they have advised the customer to resolve any issues.
 
Sharon M[redacted]
Coleman Furniture

Revdex.com:
I received a phone call and an email from Coleman furniture on 05/**/2016 stating that they are going to issue me a full refund of the purchase price. I have yet to be refunded, but expect it within the next couple of days.
Sincerely,
[redacted]...

[redacted]

[redacted]We ordered another table and replacement table top for this order came with the same type of factory distressing. We are working with the customer - as this is the way that this table is produced and is what was sold to the customer. Our management will be working with the...

customer - as we would like to get this resolved and delivered asap.[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:
I do not believe or feel the retailer is attempting to work with me to resolve this.  First of all, the condition of the furniture at the time of delivery is irrelevant, as I am not disputing the condition at that time.  My issue is the condition of the furniture after only having it for a few months.  The items I purchased should have been able to last 12 months, let alone 7, without showing significant signs of wear.  Had I known how the furniture would have looked after only a few months, I absolutely would not have purchased it.  Additionally, the repair allowance doesn't even begin to cover the cost of repair.   Essentially, they are forcing me to pay for the repair at the local cost of $1300, as determined by an independent estimate, in order to get reimbursed a measly $200.  Spending $1300 to get $200 back does not make any sense, especially when the replacement leather they have offered to send will likely result in the same issue in a similar time frame.  I already paid full price for this furniture, I shouldhave to pay for it again! What Coleman Furniture has done is made an “offer” so low, that it would be economically irresponsible for me to accept it.  This is not attempting to work with a customer.  Quite frankly, this more closely resembles a [redacted] financial scheme where if I only pay, they promise to make it worth my while.  In this case, I might end up witha couch that’s fixed (for time being anyway), but ultimately I’ll be left feeling stupid and full of regret, as well as with an empty back account… 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 received the below response from them on 10/** stating that shipping took place and would only take a week (7 days) and therefore the 10 day period they mentioned is is either false or the email they sent me, a customer, is a misrepresentative timeframe they tell all customers which is a form or fraud and needs to be corrected. What is the truct? 10 days or a week? Those are different timeframes and it is not right for a company to lie to their customers. See below email from them.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
Coleman Furniture understand the customer is frustrated regarding their order.  However, as we have advised the customer and their...

banking institution while resolving this with them, the incorrectly received item would have been ordered for the customer and could have been delivered to her home while she kept the other two items.  There would have been no difference in dye lot as the manufacturer takes steps to prevent that from happening. As have finalized this with th customers financial institution we will not be refunding the customer.
Sharon M[redacted]
Coleman Furniture

[redacted]
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[redacted]
Coleman Furniture

[redacted]We have ordered replacement leather to be sent to [redacted]'s home direct from the manufacturer.We have also contacted a repair service that will call him to schedule repairs for his sofa.We do want to make sure that [redacted]'s furniture is taken care of as quickly as possible, and will help him through the rest of the warranty procedures.[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've thankfully ordered bed from a different company and received the bed quickly . All I'm asking for is my cancellation fee back I've seen where it's not that big of deal from the other complaints from coleman .I still feel like they can return my cancellation fee as I told the lady I was cancelling when she ordered replacement part the second time . This can go on and on but I'm not wanting a bed that could never show I'm just wanting my cancellation fee back.
 
 
 
 
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]This customer signed for the order being delivered in perfect condition at time of delivery. Once the paperwork is signed clean, we have no recourse to go back to the delivery company, as the paperwork says that it was inspected and found to be in perfect condition. Customer disputed...

with the credit card company, and they agreed that we followed all steps needed in this case.At this time, we can offer a $100.00 credit towards a future order as a courtesy for this customer. We cannot unfortunately swap the item or take it back at this point.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]
 What you replied is untrue. I was never told about inspecting the item or any other options. When the delivery guys came,  the  first thing the did was, one of the wanted a signature or waiver from me and when I asked why , he told me the items you ordered maybe damaged and that if I sign a waiver I am accepting them as is. Of course I would refuse to sign such a waiver of scam because I do not want damaged items. No one signs anything before the merchandise is delivered to the customers home. Coleman is responsible for this and accept their wrongdoing. Coleman delivery people took the items back  on same day after a failed attempt to have me accept damaged items.
 
 
 
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:
As a consumer I paid in full for a 3 piece sectional sofa and expected to receive the item new and whole. I did not receive the item as ordered. I suggested that since the delivery company already unpacked two pieces I keep the two pieces of a three piece set while they ordered a new 3 piece sectional. The customer service manager said that would not be allowed and that even though the shipper made the error I would only receive the missing piece which needed to be ordered from the factory in China. As many times as I expressed to this representative of Renegade Furniture AKA Coleman Furniture that would not suffice as I expected the entire shipment at one time and it is a set having one color dye lot she refused to understand. The delivery men upon hearing this conversation repackaged the two pieces and loaded them on the truck.
Having been informed that the delivery of my sectional was being made I discarded other furniture never expecting that I would have such an issue. Not only did I need to scramble around looking for another sectional but I wound up paying more but at least it all came in at the same time. Now this third party shipper has charged me almost $500 for cancelling an order? I did not cancel they simply did not deliver as ordered than tried to put the onus on me. What kind of bait and switch operation is this and why isn't the Revdex.com investigating these people so that other consumers do not face the same situation?
When someone pays for a new three piece sectional and  a third party wants you  to accept it an inferior product meaning not from the same dye lot it is just not fair business practice and the public should be alerted not to deal with these types of businesses. Do I need to address this in a court of law?
 
 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
Coleman Furniture understands that the customer is frustrated in regards to this order.  The customer was advised that their order could...

be fulfilled and delivered to them.  However, the customer would not accept re-delivery.  The customer advised she wanted to cancel the order and she was advised of the fees associated with cancelling her order which includes cancellation fees and shipping fees.  As a courtesy we waived the shipping fee and only charged the cancellation fee.  The customer agreed t\o this in writing and was refunded.  Coleman Furniture will not be refunding any further fees.
Sharon M[redacted]
Coleman Furniture

[redacted]
Parts have been sent to the customer to rectify the situation with the sofa.  They are at the customers home and customer will not schedule a technician to restore the item.  Coleman Furniture would not be replacing the item as it can be fully restored to 100% manufacturer standards.  
We can refund the customer the $150.00 but as we have advised we will replace the curio and restore the sofa to 100% manufacturer standards we will not be refunding the amount the customer is asking for.Sharon M[redacted]
Coleman Furniture