Coleman Furniture

[redacted]
 
Customer purchased a Berkeley3 Brownstone Chelsea Kitchen Dining Room Set.  As the customer states the item is advertised as being...

crafted from Select hardwood and veneers.  Selected hardwood and veneers means that it is a wood product engineered and finished with a veneer.  The item is actually crafted from all wood products.  What the the customer is referring to as MDF board is constructed of all wood products and engineered to withstand temperature and climate changes.  It does not imply that the item is inferior nor does it imply it is not wood.  
Coleman Furniture did not mis-represent the product and all of our product descriptions are supplied to us by the manufacturer.  
Customer received a product that is in fact Select Hardwood and veneers and we have attempted to educate the customer on the benefits and different types of wood products used in the manufacturing process.  Coleman Furniture would not be refunding the customer as the customer received a quality product as properly described.
We would like to extend a 50.00 refund if customer will accept - as a form of us wanting to give some form of apology that customer isnt completely satisfied with the purchase.
Please confirm if this will be acceptable.
 
Sharon M[redacted]
Coleman Furniture

[redacted],
 
Customer received delivery of his items and the lock for the curio was defective.  At the time of delivery the lock was returned to the...

local warehouse and we reached out to the manufacturer to receive a replacement lock.  The lock was received and a certified technician was dispatched to the customers home to install the lock.  Unfortunately the door the lock attaches to has a manufacturer defect and the lock was not able to be installed.  We have reached out to the manufacturer and are at this time waiting on information from the customer to enable us to resolve this problem. 
During delivery the customer also indicated that the reclining function on the power sofa was not functioning properly and a reclining mechanism and power motor was ordered for the customer.  The customer was advised that the once the part was received a certified tech would be sent to completely restore the item to 100%.  
Coleman Furniture has been in constant contact with customer including as recently as 6/*/16 and customer has indicated his willingness for us to resolve the issue as we have outlined.
 
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:

As mentioned delivery was made July they really expected me to wait until September and not furnish my dining room area and eat in the floor? They are clearly stating that the furniture was ready to rede liver in September.  From July to September after being told in July that restoration would not take longer than 5 days. They wanted to return the furniture in September.  I think this is a huge inconsideration and Hardship to me as the client to have my kids without a table to eat on fromjuly to September due to no fault of my own. I think in this case I deserve a full refund in this matter I have already purchased s dining room set and should not be stuck with two on their errors and damages and lack of consideration. [redacted] reopened the claim be ause they are attempting to collect payment from me and I am not willing to pay for something I did not receive in good order with a timely and considerate fashion. I purchased in June and the company could not deliver in good condition until September. Thus is unfair 100%.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
This gentleman purchased an item that has an antique oak finish.  As such there are intentional markings on the item to give the illusion of an antique item.  During delivery there was a chip that was noted that is not part of the intentional antique look. A technician was sent to address the chip and customer wanted the technician to address multiple issues that were intentionally created by the manufacturer.  We advised the customer that we would not be able to modify the item from the manufactures intentions and the customer was not happy with that and insisted we clear up all the intentional antique marks such as knots in the wood and such.
We also advised customer that items do not come straight to them from the manufacturer, instead they are inspected at the delivery company which is why they are not in the original packaging when the item is received at their home.  Assembly instructions were not provided to the customer at time of delivery as he did not ask for them.  The delivery team completely assembled the item for the customer in the room of his choice.
However,  to respond to his list:
A) Coleman Furniture did not argue with the technician as he was on site.  The technician will do any work that he is assigned to do.  A technician will even modify an item from its original form and from manufacturer specifications if requested.  Customer and technician were advised that Coleman Furniture would not authorize the customer to modify the item form the form that the manufacturer intended it to be.  When technician was advised of this he was able to complete the job he was contracted to do which was to address the only damage on the table.
B)  Customer has all of his order information which indicates that the item he received is manufactured by Furniture of America.C) Customers are advised per our website and the terms and conditions that they agree to at the time they place their order that their items are shipped from the manufacturer to a local delivery company and that at that time they are completely inspected which means they are removed from their original packing.  Packaging material is removed during the inspection process and would not be provided to the customer  - this was also explained to the customer in detail.  That is the nature of White Glove Delivery and a service we provide to our customers.  The delivery team assemble the furniture and if the customer requests assembly instructions we would provide them but it was never requested.
D) At time of delivery customer was advised that once we received his pictures we would review them and advise how we would proceed.  Customer never indicated a desire to return his item.   
E) The only delay in setting up the technician was contracting with a certified technician in the customers area.
F) The item is listed on the website as an Antique item and as previously explained to the customer that is the look of the item.  Item is clearly displayed on the website.
G) AS explained previously our White Glove Delivery process would preclude the customer receiving packing info.
 
 
C) Customers are advised per our website and the terms and conditions that they agree to at the time they place their order that their items are shipped from the manufacturer to a local delivery company and that at that time they are completely inspected which means they are removed from their original packing.  Packaging material is removed during the inspection process and would not be provided to the customer  - this was also explained to the customer in detail.  That is the nature of White Glove Delivery and a service we provide to our customers.  The delivery team assemble the furniture and if the customer requests assembly instructions we would provide them but it was never requested.
D) At time of delivery customer was advised that once we received his pictures we would review them and advise how we would proceed.  Customer never indicated a desire to return his item.   
E) The only delay in setting up the technician was contracting with a certified technician in the customers area.
F) The item is listed on the website as an Antique item and as previously explained to the customer that is the look of the item.  Item is clearly displayed on the website.
G) AS explained previously our White Glove Delivery process would preclude the customer receiving packing info.

[redacted]
Coleman Furniture has made every attempt to resolve this issue for the customer,  We are unable to refund the cancellation fees as customer agreed to them when the order was placed and was once again advised of them when she cancelled her order. If customer wants delivery on the order, we would need customer's agreement to be billed the refunded amount, and delivery can then be arranged.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
 
Customer placed order in June and received order August 2014. 
Customer was aware of delivery time frame and had no issue with it at
that time.  Customer refused delivery of her dining room set as the
table was damaged on 8/* - we advised the customer we were ordering replacement and would update her
with an ETA.  On 9/* customer would not accept re-delivery.  Customer
initiated a dispute and the dispute was settled in our favor.  Customer
does not want to accept delivery.  We have advised customer of
cancellation fees and customer does not want to accept the fees. 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
 
Coleman Furniture understands the customer is frustrated, however we have resolved this issue.  The issue with the drawer was addressed with replacement drawers and a certified technician.  The technician verified the item functioned at factory standards.  The customer has not advised us since that date that there were issues with the item. If the customer reaches out to us with additional concerns we will be happy to address them.
Sharon M[redacted]
Coleman Furniture

Just finished a transaction with Coleman Furniture and I must say I'm very impressed and satisfied with the whole process. The price for the couch I ordered was better than any furniture store in the area, and included free shipping (which was quoted at $100 and $120 at two area stores I visited). Ordered the item on * June and it was sitting in my living room on ** June. Coleman and the delivery company sent e-mails and voice mails at every step in the process to let me know what was happening. The delivery people were professional and made sure I was happy before they left. Not only would I deal with this company again, as far as I'm concerned it's the only place I will shop for furniture in the future.

[redacted],Unfortunately in this case, the manufacturer pushed back the availability of some of the order several times. We are in agreement with the customer, and are willing to process a full refund, if the pieces in home are donated in Renegade Furniture's name.Please forward us a...

copy of the donation receipt, and the credit will be posted.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.  If a customer chooses to return their item there are restocking fees that are assessed that the customer agreed to at the time they placed their order in our terms and conditions.  As a courtesy we would offer the customer a $50.00 discount as the item is as described.
 
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. I have the furniture delivered to me. As per Coleman furniture they would refund the $100 compensation once this complaint is closed from my side at Revdex.com. So I am closing it. Request you to please forward my response to Coleman Furniture.Revdex.com, Thank you for your help in getting this issue resolved for me.
Sincerely,
[redacted]

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

[redacted],The order is at the local delivery company, Fidelitone Delivery, and they will be coordinating delivery for this customer. Our scheduling supervisor Lori C[redacted] will be reaching out to the customer as well, to ensure that this is all handled quickly.Sharon M[redacted]Coleman...

Furniture

[redacted]
 
Coleman Furniture attempted a delivery of the customers items on April *, 2016.  At that time thew customer refused the item stating that the item was damaged.  The item was returned to the delivery company where it was restored to 100% manufacturer specifications.  Per the terms and conditions that customers must agree to before they place their order: 
If a product is found to have damage, and damage is noted on the delivery receipt; we will send a the necessary parts and correct the problem at our expense. Remedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer.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.
The item was fully restored to manufacturer specifications and customer will not accept delivery.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
Coleman Furniture has been attempting to work with this customer via our warranty program.  Customer is declining to do so.  The...

customer received their order and signed the delivery paperwork indicating that the item had been received, inspected, and found to be in good shape with no defects or damages.  Customer then contacted us six months later advising that the item had broken.  Per our warranty program we advised we would replace the item, however, the customer is responsible for shipping charges.  The customer has declined.  Coleman Furniture is paying for the cost of the sofa, the customer is responsible for shipping charges.
Sharon M[redacted]
Coleman Furniture

BEWARE of Coleman Furniture!!!! Ordering online from the unprofessional company is not worth the few dollars you may save in doing so. We ordered a complete living room furniture set and the chair arrived at the delivery company damaged. It has now been nearly five months from the time of order and we just received the chair. It was no easy task as I had to engage my credit card company's dispute process. Additionally, Coleman Furniture told me they had ordered a new chair from the manufacturer but the delivery company (no affiliation to Coleman) told me the leather chair was actually repaired! Not only was I given false information, it took over four months to repair the chair. Coleman Furniture does not have an e-mail address listed so if one chooses to e-mail via the web site link, there is no confirmation of e-mail received and I never received a response using this method. I called the company countless times with documentation and in addition to waiting on hold for very lengthy periods of time, I was forced to speak with extremely rude employees who refused to transfer me to a supervisor. These "gate keepers" put me on hold each time to review my order and coincidentally the line was frequently "disconnected". The method through which this company handles their customer problems/issues/complaints is a huge red flag. The damaged chair was no fault of mine, yet I had to waste countless hours of my time trying to receive an item I had paid for in advance. This company cares very little on providing excellent, or even mediocre customer service for that matter.

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:

Yes I mention already I have the parts for the sofa, for me to use and fix the damage sofa, $150.00 discount is not enough because I paid for the new sofa
 
Thanks
 
 
 
 
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.  The business in this complaint that I filed has agreed to replace the defective furniture.  I 
Sincerely,
[redacted]