Coleman Furniture

[redacted]
Coleman Furniture would like to resolve this issue in a manner that is considered fair and equitable to the customer. As previously conveyed a few weeks ago......Coleman Furniture requests the customer donate their furniture to a reputable charity in the name of "Renegade Furniture Group"  Once Coleman Furniture receives the receipt along with confirmation that the dispute has been dropped with the customer's banking institution, we will be happy to fully refund the customer in the amount of $726.75. The other option that Coleman Furniture is offering would be for the customer to keep the furniture along with the corresponding new replacement cushion and casing that was sent to address and resolve the issue at hand. 
Sharon M[redacted]
Coleman Furniture

[redacted]
Coleman Furniture will work with the customer within the confines of the warranty program that we have in place.  As such Coleman Furniture will replace the sofa that would be covered under the warranty program.  However, shipping costs are not covered by the manufacturers warranty and as such would be at the cost to the customer.  We have advised the customer of this and will order the replacement once shipping fees are paid.
Sharon M[redacted]
Coleman Furniture

**BEWARE OF THIS COMPANY**THEY ARE CRIMINALS**

I wish I had done further research on this company before ordering furniture from them. They are truly criminals. My experience with Coleman Furniture (a Renegade Furniture Group) has been UNBELIEVABLE! It is scary that there are people out there like this that continue to stay in business. I have found complaints and reviews from hundreds of other customers who have experienced the same/similar experiences with this horrible company.

I am not only disputing a charge for a 25% re-stocking fee they threatened to charge me when I cancelled defective furniture that I NEVER received, they are now charging me for the full amount of $1679. I NEVER received this furniture; it was never delivered to my home and I NEVER signed off on it!


I realize you can only base a person’s credibility based on your experience and history with them, which is why I beg you to look deeper into both my account and this company’s history.

I have taken the time to provide you all the details not only help myself, but to help people who have already experienced or been victim to this company and their unethical business activity, I hope to create awareness for consumers out there to prevent this from happening in the future.

Below are the details to my story. I have included the stories and reviews of others out there that took time to share their horrible experiences with this company (I wish I would have taken to time to do research and read before doing business with Coleman).


On October 19th, 2014 I ordered the following from Coleman Furniture:
(1) Tangerine Sable Dresser
(2) Tangerine Sable Nightstands
My Total = $1679


October 24th:
My amex card was charged $1679, I received the following confirmation via email confirming my purchase from Coleman below in blue:


October 31st:
I receive a call from a local delivery company to schedule a delivery to my home. They told me that I needed to be present at the time of delivery to let them in my home and sign for the delivered furniture. I was very excited and was able to schedule delivery for Monday, November 3rd between 10am-12pm. I took the morning off work so that I can be there when the furniture was delivered. The morning of November 3rd around 10:30am I received a call from Jeff (goes by James as well) at the delivery company telling me that he would have to reschedule the delivery. Not knowing, I asked the reason for re-scheduling and if he could give me an estimate of when he thought that might be. He was extremely short and pretty rude telling me that there was a defect with the dresser and he was unable to deliver it because it was not up to manufacturer standards. He would need to contact the manufacturer and would call me back.

After never hearing from him or anyone, decided to reach out to them later that week, Friday, November 7th to find out something. I spoke to Rebecca and she said that she would have Jeff call me back. Later that day Rebecca call me back and said Jeff would call later that day or at the latest on Monday.


Monday goes by…no call from Jeff, Rebecca or anyone from the moving company.

At this point, I decide that it is best to contact Coleman (Renegade) to notify them of this situation and hopeful to they will give me some answers and help me. I spoke with someone at that time (I believe it was Allison, I spoke with her many times). She was very apologetic, said she was sorry I haven’t received my furniture yet, been treated poorly by the delivery company and seemed eager to help resolve this problem. I waited on-hold for awhile while she did some further research on what is going on. She also says that the product is undeliverable because it has defects and not up to manufacturer standards (which is what the delivery company told me). I asked her if they could at least deliver the night stands while I wait for a new dresser to be delivered? She said that it was not possible for the delivery company to make two trips, but she would get back that day or the next with answers as to when they could get a new dresser. I receive nooooo call back.

I wait five days call again on November 16th. Speak to her or someone else and get the same response…Nooo call back.

I call again on November 18th, same story. They start making excuses and that the person I need to speak to isn’t here today or on the other line, I will transfer you and/or leave a message to them call you back. No call back.

I called again November 20th…. Spoke to someone…No call back

I called again twice again November 24th…. Spoke to someone…No call back.

I called twice November 25th…. Spoke to Allison and am beyond frustrated with this entire company and situation. They have charged my credit card for furniture that I NEVER RECEIVED, WILL NOT GIVE ME A STRAIGHT ANSWER OR EVEN CALL ME BACK. Again, She is very apologetic, says her manager have a scheduled meeting to talk with the delivery company and about what they can do to get me a new dresser immediately.

Before I get off the phone I tell Allison that if I do not hear back from her by the end of the day I am going to contact American Express and dispute this charge.

Allison does call me and leaves a message for me stating she has talked to her manager and will send me an email with more information.


*November 26th I receive the following email below in from Allison in italics (I included the photo she provided). In the email she is now saying that it is a cosmetic flaw and not a manufacturer defect.
I spoke with Allison and told her that I am not willing to accept the furniture for $75 off when it is not up to manufacturer standards. At this time, I realized that they were selling it for $50 less on their site. I told her that I wanted a new dresser at the current asking price. She then proceeds to tell me that she cannot honor the current price they have online and that if I wanted a new dresser that I would have to pay the original price and a 25% re-stocking fee for furniture that I never received that was defective. I tell her that I am cancelling my order and that I want a full refund. She tells me that she will find out what she can do and call me

November 30th:
I receive a call from Allison telling me that they cannot refund me the full amount and that I would be responsible for a 25% re-stocking fee. I tell her to cancel my order and that I will be contacting Amex to dispute.


My experience with Coleman Furniture (a Renegade Furniture Group), has been nonetheless very long, painful and frustrating.


In conclusion, after cancelling and disputing my order with Coleman (Renegade) for an order I never received and trying to being bullied to pay for furniture or a 25% re-stocking fee that was not to up to manufacturer standards, I was still left without furniture… I had no option but to order from another company.

I hope this will help prevent this from happening to someone and eventually put Coleman out of business. They are criminals!

Revdex.com:The math of paying $150 for shipping one way does not add up, considering we paid 259.25 for shipping in both directions and 25% restocking charge. However, to put this behind us, 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 am fully aware that the furniture had a "white washed" appearance. That does not mean that the "white splatter marks" (previously mentioned) are not cause to call the furniture defective or damaged. The "white splatter marks" were very obvious and did not appear to be "as the manufacturer intended." In addition, as was apparent in the pictures I emailed to the business, there were obvious black marks on all of the pieces, obvious wood splintering on the backs of several pieces, and the above "white splatter marks." I do not understand how the this business can look at those pictures and say that the furniture was not damaged. Additionally, I had stated several times to representatives of this company regarding the details of my complaint and the damaged were clearly evident in the pictures I took. The 3rd party furniture delivery person even told us that the furniture was defective and did not look appropriate. I have asked the business several times for this delivery person's report and they have failed to give it to me.Regardless of what the manufacturer states, the furniture appeared to be damaged/defective and at the very least displayed "poor workmanship." From a brand like [redacted], we were expecting much higher quality standards. Coleman Furniture does not value their consumers and only goes by what the manufacturer states. As previously stated multiple times on Revdex.com and to the business itself, there is no resolution to this issue, other than a FULL refund. I am not willing to accept a "rebill" and shipment of the same furniture I already denied. 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:

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 **, 2016 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, 2016 since an answer is due from them to my finance company by October **, 2013.Second:  I am not owed the amount of $726.75 at this point since my purchase was being financed  and so far I have only made a down payment of $145.35 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 them. Since 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,
[redacted]

[redacted]
Coleman Furniture has offered monetary compensation to the customer in regards to the delay the customer experienced.  We do not normally compensate for the delay in delivery but as a courtesy we are.  We would not be compensating any further as we have previously explained sales pricing.
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:

 I do not know, nor have spoken with Sharon listed above.  In addition, I did not make racial comments, I described the delivery men as 2 [redacted] men, 1 short and 1 tall. As I stated 1 ask to use my restroom and each ask if I lived alone. I began to become uncomfortable. The young lady from Coleman became belligerent & ask what race had to do with it? I stated, nothing I was only providing a description of the delivery men. I have been in contact with Felice C[redacted]-Director of Operations. Felice ask if she sent me a picture of the repaired table, would I look at it & I said yes. I received the picture & issued response on 3/**/16: If you look at the picture, I can see air bubbles, and breaks in the carvings on the picture in the wood. The furniture is not acceptable.  I also requested all documents of the check points, approvals of the routing of the Dining Room Set. In addition, I am requesting receipt of documentation of the location the furniture was shipped, include all stops until the final destination, where the damaged furniture is returned, and how/where is the furniture restocked, if it is resold, and the condition the furniture is classified as new, used, damaged, or other?  Provide information as to where the furniture is currently located, who issued the repairs, with a background on their qualifications to repair? Also, did you determine who damaged the furniture, and state the terms of responsibility, and accountability of who damaged the furniture? Confirm if Coleman has regulation in place, to hold the person, or Company responsible for fee's associated with the damage?  Please provide the name, and contact information of you Boss; in order to escalate this issue.  I am waiting on a response from Felice C[redacted]-Director, as of 3/**/16 4:39pm.  Whoever damaged the furniture should be held liable, not the Customer who purchased new furniture and Coleman is attempting to sell as new.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Madeline
Coleman Furniture understands the customers frustration.  We have reached out to the manufacturer and a replacement is being sent for  the...

customer.  As soon as it arrives at the local delivery company and is inspected the customer will be contacted and delivery of the new item will be scheduled.
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.
While I appreciate the resolution, it was timely and would recommend that Coleman review its customer service processes.
Sincerely,
[redacted]

[redacted]
We delivered the item listed all as promised. This customer initiate a dispute with Paypal and it was resolved in our favor.  We have repeatedly offered the customer to donate and we will issue a full refund.  Customer will not donate or even speak to us.
As you can see, we are making the effort to resolve this for a full refund, but customer will not agree to this.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
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 Dr. as 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[redacted]
Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that 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:

[Your Answer Here]
 No this has happened twice I truly think I would never have gotten any furniture at all I want the cancellation fee back . I think it's funny this company never tried to contact me after I made a Revdex.com complaint horrible customer service that's for sure . I do not want to wait another two months for furniture so that's why I canceled I want my cancellation fee back . This company is a complete scam 
 
 
 
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]
 THERE IS NO DOCUMENTATION ON YOUR WEBSITE OR ANY EMAIL COORESPONDENCE INDICATING ANYONE HAD TO BE NOTIFED AT TIME OF DELIVERY. MORE bait and switch tactics from your company!!  Furthermore I have proof in email that I absolutely notifed your company immediately when the delivery crew left. 
I NEVER stated damaged!! I stated defective. It absolutely doesn't look like the photos supplied. A box spring is not the issue as previously stated. I'm not sure why that is still being brought up to deflect from the issue that your company is refusing???? To stand behind the product and if something has come from the manufacturer defective you refuse to conduct good business and refund the money. Anyone with common sense knows you can return that and probably will to the manufacturer and get YOUR refund since it actually DOESNT represent your online photos and is BENT!! 
 
Still requesting full full refund or will contact the attorney general in NY to file further complaints on your company with the bait and switch tactics of selling products under multiple names and not disclosing. As well as including all the other complaints online regarding renegade and Coleman that you steal money from consumers by NEVER taking back returns and muscle people into only refunding MAYBE 50% of their hard earned money. That's also called FRAUD
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We found that the sofa and entertainment wall we wanted was actually much cheaper online than in the store down the block. So we ordered from Coleman and received a call telling us it would be aprx. 2-3 weeks to receive. It winded up coming in about 12 days. True to their promise, the delivery guys hauled it inside, unpacked it and set it up for us nicely. For the sofa this was handy because of the sheer size and weight of it makes it hard for me to handle alone. For the entertainment wall this was a must for me as there was no way I was going to put that together alone. To have this amazing delivery free of charge was what sold me on it and I am very pleased overall with both the pricing and the service.

[redacted],As previously stated - we followed all steps on this order, and had to reroute the whole shipment. Restocking fees were unavoidable in this case as items had shipped.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 is not agreeing to do anything to mitigate the problems. They are simply trying to advance the delivery that is now two months behind schedule. I am asking for a 20% discount on the products that are at the delivery company or a full refund. Additionally, the cost to delivery after hours should be compensated due to a lack of communication and lies about delivery time.
 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved. [redacted] has issued a full refund for settlement....


Sincerely,
[redacted]

[redacted]
Coleman Furniture understands the customers frustration and is working diligently to get the issue with their order resolved and delivered t them. ...

Upon inspection of the customers item it was found to not be at 100% manufacturer standards.  A part was ordered from the manufacturer to completely restore the item.  That part has arrived and a certified technician is scheduled to install the part.  Once thee part is installed th customer will be immediately called to schedule their delivery.
As a courtesy for the frustration the customer has expressed we will be purchasing the Additional Protection Plan for the customers order.
Sharon M[redacted]
Coleman Furniture