Coleman Furniture

Horrible delivery delays. I ordered a single couch and have been waiting over 50 days. Will be nearly 2 months past by time received. Coleman uses an awful delivery company that held the couch in their warehouse for 2.5 weeks waiting for a convenient time for them to send a truck out, rather than caring that I have been waiting for a couch for weeks already. I should have used [redacted] who guaranteed the delivery in 15 days.

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 credit card company have not heard back from the Coleman about the dispute. So I am still waiting for my money to be refunded. ]
 
The credit card company have not yet heard back from the Coleman about the dispute. So I am still waiting for my money to be refunded. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This company is terrible. I have been lied to on a weekly basis about the whereabouts and status of my order. The representatives follow a scripted response for any question and comment and never address the delays and mistakes. I have never been so disappointed with a furniture company in my life and I have 15+ years in commercial property development. Coleman Furniture does not care about customer service or honesty. Once you pay, you are screwed and they don't care if/when they deliver your furniture. BEWARE.

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:

Upon delivery of the couch, there was a pull in the a cushion.  This original issue of the pull was settled with an agreement of $150.00 compensation.  however a week after delivery of the couch, there was a second issue - a large hole resulting from the seam never being properly sewn at the factory- with the RAF loveseat cushion that is NOT addressed here in their response at all and it was because of this seam hole and their LACK of customer service that I requested the furniture be taken back.   I reported this second issue and after 10 days still had not heard one single response from them, as outlined in my original complaint to the Revdex.com.  After waiting 10 days and several attempts to contact someone at COlemans, I had to call to receive any service regarding this defect.  It is because of this second issue, defective furniture that I filed this complaint. Coleman's Furniture does not address this issue in their response to my Revdex.com complaint that I filed.  Their response is incomplete and inaccurate and they are totally disregarding my complaint which is  a major defect in the furniture and extremely poor customer service issues.  
 
 
 
 
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:

 
The shipping date of 4/* is a change from the 3/** date I was originally given therefore, I cannot consider this issue resolved until I have the furniture in my possession undamaged. I do appreciate the increase in communication I have received from the company since filing this complaint but wish it had not taken such drastic measures to start getting this resolved. 
 
 
 
 
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 reject Coleman Furniture's response. I do not want you to order a third table. I have been very clear that this order was placed on December *, 2014 and your company  has repeatedly not gotten it right.  My client has purchased another table from another company. 7 months is unacceptable to wait for this and I expect a FULL credit. We do not want the furniture at this point. I have repeatedly told your customer after care for two months that I want a credit. They have been ignoring my response and keep saying that they are sending another table (which has still not happened by the way). This is horrible customer service and I feel as though you are now doing everything in your power to hold on to $1000 restocking fee for furniture that after 7 months has still not been delivered. We don't want it any more. Your company failed to deliver on what was ordered and it is too late to try again for the third time.  I want to be done with this  and I expect my money back in full for furniture that I never received!! This is also in dispute through my credit card because this is unacceptable customer service at every turn.
Sincerely,
[redacted]

[redacted]
Coleman Furniture would like to resolve this issue in a manner that is considered fair and equitable to the customer. Therefore, if the customer agrees to...

put in writing that they will drop their dispute with their banking institution. ...Coleman Furniture will then request 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
Sharon M[redacted]
Coleman Furniture

[redacted]We apologize for the issues on this case - and we are willing to pay half of the fees that are incurred by sending back the order to the manufacturer -as we want to work with the customer - and our commitment is to having happy customers.Please advise if we can go this route...

- and cover half of the shipping and restocking fees, or if customer is willing to accept the furniture at a $200.00 discount.[redacted] Coleman Furniture

I ordered a king bed Sept [redacted]. I waited more than 5 weeks before I received a call from the delivery company. When they called, they informed me that the manufacturer had sent two left rails. I had an additional wait time for the delivery of that part. Finally, on Nov [redacted], my bed was delivered. The delivery company was terrific throughout the entire process. However, as they were setting up the bed, they discovered that the legs were missing. So, almost 2 months after I ordered a bed, I still do to have a usable product. I wanted to send the bed back by not receiving delivery and go buy a bed at a store by that point, but Coleman charges a 25% restocking fee. So despite the poor quality assurance and delays caused by Coleman and its manufacturing partners, they would not return the product without significant fees. The Coleman representatives are unwilling to understand the customer point of view and would not admit any failure on their part and said it's a problem with the manufacturer. The attitude is that it isn't their problem. You would be far better off to order from [redacted] or [redacted] or [redacted]. They have far better customer service and do not have fees that force you to accept the product despite major flaws and unacceptable waits caused by their lack of quality processes.

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 order for the sofa was placed and paid-in-full way, way back in Sep. 2015. At first I was told delivery will be in Dec. 2015--before the holiday season. But they delayed the delivery to early-mid January (before we left for our trip to Asia on 1/**). As a result, our living room remained empty without a sofa for the entire December-January holiday season! Around January *, Virginia Deer of Coleman Furniture told me January delivery was Delayed, and it's now scheduled for February ** (after we returned from Asia) and that I would be contacted via email prior to February ** for the delivery. But they NEVER emailed me--again--and this turned out to be yet another delay! By now, why should I be surprised any more? Do you see a pattern of delays here? ALL the delivery dates promised by Coleman Furniture turned out to be nothing but thin air: empty and broken promises! Needless to say, we are extremely disappointed and aggravated! Eventually the sofa was delivered in March--about a half year after my order was placed and paid-in-full way, way back in Sep. 2015! This sofa will be aptly named "the sofa that took forever to arrive". What a rotten deal! Never again! Buyers beware! Please refer to my original complaint for more details. The case is NOT closed until I have received another $125 compensation for repeated, major delays and loss of use, enjoyment--including, but much more than the entire December-January holiday season.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Ashley should be delivering this furniture in the next few days.  The hub will deliver as soon as possible.   We will update as of next week when we are able to confirm a delivery date.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 disagree with Coleman Furniture's reply. Please refer to my complaint for more details. Around January *, Virginia Deer of Coleman Furniture told me clearly delivery was scheduled for February ** and that I'd be contacted via email prior to finalize a time for February ** delivery. But they NEVER emailed me--yet again! All told, it took about a half year after I've paid in full to receive the sofa--it's way, way, way too long by any standard. The case is NOT closed until I have received another $125 compensation for repeated, major delays and loss of use--including, but not limited to the entire holiday season in December, 2015.
 
 
 
 
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]
 They resent the same damaged furniture with more damage than the first delivery, I would like to go before a judge and let the judge see exactly what they are doing and how they are bringing damaged furniture. I want a full refund, I was willing to accept brand new furniture in the original manufacture carton, to be opened at my home upon delivery, but Coleman furniture will not allow that.
 
 
 
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 left messages for this customer and tried to reach a resolution but we have been unable to hear back until now. Order was cancelled as per customer's request, but the restocking fees did apply as order was ready at local delivery hub for delivery.Please advise on how...

we can discuss a resolution to this.Sharon M[redacted]Coleman Furniture

[redacted]
 
Customers order was delivered to him on 4/*/16 as per his preference.  It was available for delivery earlier however, customer could not...

make arrangements to accept delivery until that time.  During delivery customers are asked to inspect their items and notate any and all issues found on their delivery receipt.  At that time the item was notated as being wobbly and unstable.  No indication of scratches or imperfections on the desk were noted at that time.  Customer contacted Coleman Furniture a few days after delivery and indicated that scratches had been found at that time on the desk.  A certified technician was being sent to address the issue the customer has advised of the of the desk being unstable and as a courtesy we advised we would have the technician look at the scratches as well since they had not been noted at time of delivery.
The technician was sent and was able to tighten the legs of the item and stabilize the item.  The scratches were not able to be corrected.  It was determined that the veneer of the item was lifting. The customer was referred to the warranty program and a replacement table was purchased through the warranty program for the customer.  However, per our terms and conditions that customers agree to when they place their order when an item is replaced via the warranty program the customer is responsible for replacement charges as Coleman Furniture absorbed the charges on the original shipping.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
 
Coleman Furniture would be more than happy to address all issues that the customer is expressing.  Even though the issues were not noted at the time of delivery.  This will be done as a courtesy to the customer as this is outside of normal policy and procedure.  However,  this cannot be done until the customers dispute is resolved.  At that time we would replace the item as the customer is requesting, however the customer will be responsible for all shipping fees.
 
Sharon M[redacted]
Coleman Furniture

[redacted]We have been working with this customer, and will continue to do so until the issues are resolved. [redacted] Delivery - our white glove partner has been working on getting a furniture tech to access the extent of the issue. Please have customer contact our head of customer care,...

Felice C[redacted] at ###-###-#### so that we can get a speedy resolution on all outstanding issues.Sharon M[redacted]Coleman Furniture

Horrible customer service. Furniture poorly made. Delayed delivery. Damaged piece. Non existent customer service. No efforts to rectify the situation besides an astronomical fee to return the item. Will never use them again.

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:

Thank you and you can close this case
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]