Coleman Furniture

[redacted]
Customer placed order on 11/**/15.  On 12/*/15 customer was advised of a 3-4 week ETA.   Item was delivered to the customer on 12/**/15.  Within the given ETA.  There were issues noted during delivery and we advised the customer to keep the...

item in their home and it would be addressed with an in home technician.  
We ordered parts for the customer and a Twin Cities had scheduled to pick up the item to restore on  1/**/16 and return it to the customer.  Customer refused to allow that to happen and cancelled the appointment.  We are sending a technician to the customers home to do the restoration.  We are waiting for the technician date at this point.
Customer has been updated at all times.
 
Sharon M[redacted]
Coleman Furniture

The situation is not resolved because the company has to replace the damaged pieces ( headboard, both side rails and nightstand) which I have been to have been ordered. I let them know I need this furniture by 10/* or I need a full refund as I have company coming in from out of town and I need bedroom furniture.  If this furniture is not received by or before 10/* I will need to purchase furniture from another company.  Coleman furniture can not guarantee delivery just stated they will update me with estimated dates.  They also will not agree or confirm I will receive a full refund which is what I have ask for now for weeks.  This company had had my payment in full since 7/**.  I have been more than flexible and I have tried to work with this company.  Like I said if I do not receive this furniture by 10/* I DO NOT want it and want a FULL refund

This company is a mess. They shipped a bunk bed to Nashville to ship to me in Bowling Green. I was supposed to get a call about a Monday delivery on Friday. No one called. I called Monday, and the item failed deluxe, and no one at either the delivery company or Coleman furniture could tell me about it until I finally talked to a supervisor on Thursday who said it was where parts were damaged from inspection. I could never get someone to call me back from Coleman that Monday - Thursday until I talked to a supervisor. Then it was supposed to have the parts and be fixed only to find out that something else was wrong as well. It took over another week to find out that they were going to delivery the new part a week later. When I tried to get an estimate of when I could get it, all I got from Coleman was the round around as they would not deal in hypotheticals because of deliveries. The company that does the deliveries only comes up to my area once every two weeks. All I asked was when they would be in our area the next time; and they were unwilling to find that out. I called the delivery company myself to get that. We are already at two months out from this order being placed, and it looks like at best it will be 2 1/2 months before I receive this bed. I understand stuff happens, but the customer service and care from these folks is atrocious, even the supervisor. She could never see my point of view like the account manager and kept referring back to the policies and procedures.

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 disagree with the respond of colemanfurniture.com because it's not my impression that the item is supposed to be delivered in boxes and assembled in my home.It's their promise to the customers on their website and in their email to me.I did NOT accept it and there was No delivery on November,*.This terrible attitude and dishonesty started at the beginning of September and is not finished yet.I have emailed to them that I want them to postpond the delivery because my complaint was accepted by NY AJ and this case (including manipulations with the check)is under AJ investigation

 
 
 
 
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Sincerely,
[redacted]

[redacted]
Customer has been advised that the buffet/ hutch is on back order and will be delivered to the customer as soon as the manufacturer releases it and ships it to the local delivery company for Coleman Furniture.  Customer has been offered compensation for the delays in delivery.
 
[redacted]
Coleman Furniture

[redacted]
Coleman Furniture understands the customer is frustrated, however, we have tried to resolve this with the customer and fulfill her order.  Coleman Furniture has a very rigorous quality control procedure that mandates all items are inspected for defects or damage prior to...

delivery to customer to ensure that items are at 100%.  Unfortunately the customers item did not pass inspection and customer was advised of this.  Customer opted to cancel order instead of allowing us to resolve the issue for her.A replacement item was ordered for the customer and the customer was offered a monetary compensation for the delay in delivering her order.  Customer decided that she wanted to cancel her order and as such cancellation fees were assessed.  If the customer would like we are able to rescind her cancellation and deliver their order.
Sharon M[redacted]
Coleman Furniture

[redacted]Customer received sofa and love seat that had what looked like slice marks on the leather when delivered by our New Mexico delivery partner.  Both items were refused at time of delivery.Our manager has spoken to the customer, we are having the replacement leather for...

both pieces sent to the customers home and a tech will go to the customers home to replace the leather.  Customer has agreed to that and the material has already been shipped via [redacted].  We will continue to work to get this resolved properly.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 did receive delivery of the furniture order on May [redacted]. The nightstands were correct. However, The bed was not the proper size. The rails that were delivered were for a California King bed. I had ordered a King bed. I contacted the Coleman representative, Eric T[redacted] immediately. He told me to send the entire bed back as it was late in the day and he would not be able to confirm with manufacturer whether only the rails would need to be exchanged.  It has been 3 weeks since the bed was sent back at Coleman's direction. I have not received the replacement . Since that time that the bed was originally ordered the bed has been discounted $262 over Memorial Day  from the price I had paid. Given that the night stands had been recieved prior to the sale, I am willing to accept only the difference in the price of the bed. I would request this as a refund. Incidentally the $50 that I had allegidly refused was not a refund but a Coupon for store credit towards a future purchase. 
 

  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
Coleman Furniture has made attempts to resolve this issue pertaining to this order. The item in question has been fully restored and is up to...

100% manufacturer standards. On 10/**/16 the local delivery company contacted the customer directly to schedule delivery and was advised by the customer that they were not accepting delivery and should call back in 30 days schedule. The item is ready for delivery once the customer calls back the delivery hub to schedule
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:

They need to get their facts straight or not lie about them. The complaint about the sofa was made 3 weeks after delivery NOT till march 2016. Otherwise why has it taken all this time to and I have emails showing about shipping parts and scheduling repairs for it? You may have it in March 2016 due to when that's finally they decided to replace the whole sofa instead of sending more parts and trying to fix it. I have missed 2 unnecessary days of work, each one was due to a mistake of Coleman and one of the delivery company. The first one the delivery company cancelled on me after waiting on them for 4 hrs. The second day, Coleman sent the repair part to fix the sofa to some random address I never provided and didn't notice till the tech got to our home and asked if we had the repair part in which Coleman didn't even send it to them neither and nothing was done. I would not say you guys waived anything as a courtesy because its taken over a year to complete an order. Im a Contractor and if I made an agreement with a customer and didn't fulfill my job on the time given or stated I would get liquidating damages. Coleman has taken 4 TIMES its advertised delivery dates stated, I will pay the 80 dollar fee when I send you and pay my invoice for the 2 days of missed work and backcharges for Coleman incompetence to fulfill an order right and on 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 have determined that my complaint has NOT been resolved because:

This response is the exact same response from the first time and didn't address my comments.  How can a company in good faith not replace or refund a defective piece of furniture that it sold to a customer?  I understand that the process would have been easier if I would have put comments on the initial delivery, but how is it possible to comment on an INTERNAL defect.  
Let's say for example your company delivered a couch with missing springs that went unnoticed at delivery as it's inside the couch, would you not do them a courtesy and fix or replace the part, or would you charge them to replace it?
It comes down to ethical business practices and a focus on providing quality, neither of which has been shown by Coleman.  There should be no doubt about the couch being broken by the buyer as Coleman's repairman stated that both pieces were broken due to defects.
 
 
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Sincerely,
[redacted]

[redacted]
 
Customer is scheduled for delivery today 11/* for a full white glove delivery and setup in room of choice. We hope that this will resolve all outstanding issues.
 
Thank you
 
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]...

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 rejecting this response because all they did was copy and paste what they originally said. I want an answer to my first rejection. I will either pay $100 for delivery (Which I DO NOT feel I should have to do, a REPUTABLE company would pay for delivery of a replacement for a defective piece of furniture) or I want them to fix the side couch that's defective - at no cost to me. I  will continue to reject their response until I'm satisfied.
 
 
 
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 complaint has NOT been resolved because I was deceitfully advised by Coleman Furniture.  While Coleman Furniture has responded by simply stating that they stand behind their policies, I have been charged a restocking fee after Coleman Furniture deceitfully advised me that they would deliver the item I ordered in 4-5 weeks.  Coleman Furniture did not deliver as they advised.  I have a transcribed voice mail that Maxine from Coleman Furniture left me on July *, 2016, stating SPECIFICALLY that my item would be delivered in 4-5 weeks.  Had she advised on July * when she left that voicemail that the order would arrive in 8-9 weeks, which is outside of my time frame before returning to work and school as I explained to both Maxine and Steven during ordering, then I would have had opportunity to cancel the order at time.  However, I did not cancel the order at that time because I was informed that I would receive the item in 4-5 weeks, which would have been the first or second week of August within my scheduled time frame.  When I talked with Coleman Furniture the second week in August, I was advised that the delivery company would call me at the end of August to schedule delivery.  The delivery company left me a message stating that they did not know when they would have a truck coming to my area.  This entire process has been deceptive.  Coleman Furniture deceitfully advised me and their delivery company was vague as well, neither of which is good business in any form. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
On 8/**/15  [redacted] ordered a sofa and a chair with one of our sales agents.. On 8/**/15 the order was placed with the manufacturer. Om 8/**/15 the customer was advised via phone that the merchandise would have an estimated time of arrival of 3 weeks. On...

9/**/15 the customer was advised that the estimated time of arrival was still mid September. On 9/**/15 the customer was advised via email that the furniture was estimated to ship from the manufacturer at the end of the week. On 10/*/15 a customer care agent from Renegade Furniture Group spoke with the customer to advise that the product was now shipping. On 10/**/15 the credit card that was provided by the customer for payment was declined and a new credit card was provided. On 10/**/15 the customer was emailed that the order was en route to the local delivery hub. On 10/**/15 the order was received at the delivery hub where it was determined that the chair was damaged and deemed not deliverable at that time. On 10/**/15 a repair was approved for the delivery hub to bring the chair back to 100 % manufacturer standards. On 10/**/15 the customer was informed of the damage to the chair and advised that Renegade Furniture Group would like to still deliver the sofa. On 10/**/15 the delivery hub attempted to call the customer several times to schedule the delivery, unfortunately the number that was provided was not a working number. An alternative number was provided by the customer. On 11/*/15 the delivery of the sofa was made to the customer. On 11/*/15 a new chair was ordered directly from the manufacturer due to the original chair deemed not restorable. On 11/*/15 the customer was provided with the estimated time of arrival of 2 weeks to ship from the manufacturer. During this call the customer expressed his concern as to to how long it was going to take to get the new chair. On 11/**/15 the customer called asking for an update on the chair shipping out, and he was provided with the estimated time of arrival of 2 weeks. Renegade Furniture Group recognizes the customer's frustration with the original chair coming in damaged. After it was deemed not restorable a new one was immediately ordered from the manufacturer.  
Sharon M[redacted]
Coleman Furniture

I purchased an Entertainment center from Coleman furniture ,the picture on the website was the only form of identifying what this looked like . When I received it , it was completely a different color .I was told by their supervisor Laurie that I was lying and to send a picture. I did and she said she cant help us to her it was the same . After calling back she would not even speak to us. The customer service is appalling.They don't sell what they advertise and you don't get what you pay for. I am out $2000 dollars and with no customer satisfaction. They are Not willing to rectify . Horrible company and bad customer service. DO NOT BUY FORM THEM ...

[redacted]We apologize for the issues with this order.Customer did notate issues with the drawers at time of delivery. We have ordered replacement handles, and are paying for them to be shipped directly to the customer.They already shipped via Parcel Post and should arrive at the...

customer's address by the end of the week.  The order total for the bed was 799.00 including delivery and setup. We offered customer compensation amount which was declined. We are able to increase it to $50.00 due to the circumstances - as an apology for the issues. The parts arriving should solve all outstanding issues that were notated.[redacted]

[redacted]
Coleman Furniture understands the customer is upset and frustrated in regards to their order.  Due to the nature of Furniture we never promise customers a guaranteed delivery date when placing their orders.  That being said, the customers order is currently at the local delivery company and is able to be delivered to them.  The customer has advised they want to cancel their order instead of accepting delivery and as such there would be fees that are associated with the cancellation.  Coleman Furniture will work with the customer to get their item delivered
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:

Hello,
I have returned Lori's phone call three times, leaving a message twice. I have not received a telephone call in return or any email correspondence from her. This issue continues to remain unresolved.
 
 
 
 
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Sincerely,
[redacted]