Coleman Furniture

[redacted]
 
Customer received their items on January *, 2016.  At that time the customer inspected their items and signed the delivery paperwork stating all items had been received and were in good condition.  Customer contacted Coleman Furniture on February **, 2016 and advised Coleman Furniture that he was noticing the 2 pieces comprising the sectional were not even and were sitting at different height.  Customers issues were addressed through our warranty program and a replacement was ordered for the customer.  As our warranty guidelines detail if a replacement item is supplied to the customer then the customer is responsible for replacement shipping costs for the item.  As a courtesy we reduced the cost of the shipping by $50.00 to the customer but would not be able to waive the fee in its entirety as Coleman Furniture is proving a new item to the customer at Colemans cost.
Customer has indicated that he has a preference to keep the portion that has been deemed as being needed to be replaced.  We are unable to accommodate the customer as that piece has been deemed defective and as such we would not be able to match up a corresponding piece to make the unit a whole.
Customer only has 1 defective piece and that is being replaced via the warranty program. 
 
Sharon M[redacted]
Coleman Furniture

[redacted]
We apologize again for the issues on this order. Check #[redacted] in the amount of $100.00 was sent out from our office on Wednesday and customer should receive it within a few days, via [redacted] mail. This was as per customer's request.
 
This should resolve all issues on...

this order.Wishing you a wonderful holiday weekend!
Sharon M[redacted]
Coleman Furniture

[redacted]This customer received her order and signed for it.  However, they did not want items assembled as they had someplace else to go.  Customer later went to assemble items and they are missing pieces to the Coaster bed.  Customer has been advised that we are...

ordering parts from Coaster to complete assembly. As soon as these parts are available they will be shipped out to the customer.Sharon M[redacted]Coleman Furniture

[redacted]
 
Coleman Furniture has advised the customer that we will [redacted] the slats needed for the bed to her.  This will rectify the concerns she had.  Customer states she thought the bed came with shelf and dresser underneath...

because that is what was shown on the picture. However, our website clearly states Bed shown with Bookcase and Dresser for illustration purpose and Bed only, Bookcase and dresser sold separately.  As Coleman Furniture has completed the order for the customer any returns the customer wants to do would be with fees attached as customer was advised.
 
Sharon M[redacted]
Coleman Furniture

Revdex.com:
I have received my order (living room sofa set) on March **, 2015 in reference to complaint ID [redacted].
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 a follow up call from “Lori ###-###-####” yesterday who I believe is a Customer Service Manager at Coleman Furniture (although Lori did not identify her company in the voice message).  Lori states parts have been ordered and to call her once those are received.  Then the company will arrange for a repair technician to come to my home to get this taken care of. 
I hope the proper parts have been ordered.  To be clear, these are the needed repairs as I reported to Coleman Furniture via email on 3/**/15 (the sofa delivery date):
FACING THE SOFA FRONT
Three tears in the leather on the back right hand side of the sofa.
One tear of the leather on the lower bottom left hand corner of the sofa (found when looking for the serial number label).
I will call Lori as instructed once the repair parts are received.
Again, I will consider my complaint RESOLVED when the repairs are completed to new quality, to my satisfaction (e.g., leather pieces are well matched and repairs are not noticeable) at no cost to me. 
Sincerely,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The response is partially true; I was able to finally receive my sofa so as far as the price I paid for the product my complaint has been rectified. However, the explanation given by the company is not 100% accurate. The problem with the initial delivery was not that the sofa would not fit, it's that the moving company was resistant to having to deliver the sofa when it would not fit in the elevator and was difficult to work with to the point that they ultimately stopped trying and left my apartment, with my sofa. Two months after my purchase, I finally received the product I paid for.My complaint regarding the service I received from this company has not changed. The customer service I received was abysmal, and the restocking fee I was told would be charged should the situation occur where the sofa would not fit into my apartment should not be allowed. A 40% restocking fee should be a crime.I hold firm to my initial belief that this company's business practices should be further investigated.
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 honestly do not understand why the same response is being sent to me. We viewed this response and the last question was how this would be resolved. I have responded to this false statement numerous times. Revdex.com can view the history to verify how they are clearly doing what they do best and giving run around feedback. The last response was how do we resolve and now we are back with this reply. I just can't believe this!  This is just horrible! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Madeline
 
Coleman Furniture has been in contact with the customer and advised her that any storage fees for her order would be waived and not be passed on to her and that she would be assessed no additional charges. This should now resolve outstanding...

issues.
 
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:

A response from the manufacture shouldn't take this long. From the first complaint to this company about the defect they was informed that the cut was off and the cut still remains off from the second product I received.  How much longer should I continue to wait?  It's been about a week now.  I've sent pictures, had a professional come out and assist and the problem at hand still remain the same.  As a customer I believe Coleman Furniture should refund my money, pay for shipping if they want the product back or consider this a loss and refund Affirm Finance their monies and have Affirm close my account out as paid in full.  I will then be willing to find someone local or near by with the hopes of  getting this table fixed.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]We sincerely apologize to [redacted] & [redacted] regarding all of the issues that have occurred during the course of their order.We will be issuing a refund and will email them as soon as the refund has been processed.Again, we are sorry for all of the inconvenience that...

this has caused.[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 policy of this company says that they ALWAYS assemble big pieces of furniture at their customers' homes.I have received emails from this company asking me to inspect the sofa that is delivered in boxes,and I even asked them in my email how is it possible to inspect it in boxes.
I deeply regret that unfortunately ordered this sofa from these dishonest people who first denied the fact that they assemble furniture and tried to make an it from me stating that by assembling they meant placing it into the room of my choice.After that,it was their version that they don't assemble at all,then only some kinds of furniture,and now that it came assembled.By the way,assembling in my place was the main point that I chose this company not knowing that I will deal with fraud and abuse.
They are dishonest from the first steps of my dealing with them because they manipulated with financial part of this simple deal.
I am expecting AJ Ny respond after their investigation and ready to make my next steps to win because I am right and to warn other people not to use services of very dishonest peop[le.

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

[redacted]
 
This customer has disputed with their credit card and per Merchant services the dispute was resolved in the customers favor and the funds were returned to the customer 11/**/15.  The customer still has the merchandise in their home.  There is nothing further for us to do to resolve this with the customer. Please advise if the customer has been advised differently by their bank - but as far as we were notified, all funds should have been returned to customer.
 
[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 was not compensated enough for all the trouble I went through  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I ordered a couch from this company and their service is amazing. the couch arrived on time and they even set it up in my house.

[redacted]Customer ordered a dining table and chairs.  Unfortunately the manufacturer sent the incorrect chairs and the mistake was not caught until the item was delivered to the customer.  Customer refused delivery and declined to allow us to order the correct chairs.  We offered the customer $150.00 as compensation and customer declined.  Customer has advised that they already purchased another set and refuses to pay any restocking fees for cancellation. We are willing to offer 300.00 compensation, but we had to ship the entire order, including correct pieces back to the manufacturer. Customer was unwilling to allow us to make things right. Please advise if this will be acceptable so that we can help close out this issue.Sharon M[redacted]Coleman Furniture

[redacted]
Coleman Furniture understands that this customer is unhappy with the order process.  However, we stand behind how this order was handled.
Customer placed their order online on July *, 2016 and at that time was advised of a 4-5 week shipping date from the manufacturer.  Customer was again notified on July **, 2016 of an estimated ship date of 7/**/16.  At that time the customer did not advise us of a wish to cancel their item.  As per our terms and conditions that the customer agreed to at the time they placed their order, they are unable to cancel their order after their item has shipped without paying fees. The item shipped from the manufacturer to the local delivery company on 7/**/16.  Customer was in the routing/ scheduling portion of their order when she contacted us on 8/**/16 to advise she wanted to cancel her order.  As such customer is responsible for cancellation fees.
All delivery time frames are estimates and customer is advised that actual delivery time frames may vary depending on route availability.
Sharon M[redacted]
Coleman Furniture

[redacted]
 
Customer has disputed her order and it was resolved in our favor.   Customer notified us that items were damaged during delivery.  Items were left in customers home.  Customer agreed to allow us to pick up the items, restore them at the hub and return to her.  Customer then disputed her order and would not allow us to re-deliver.  Items have been fully restored.  Customer will not accept fully restored items. Customer indicated areas that she said were not up to 100% manufacturer specifications. We have assured that item is in fact fully restored. We have supplied the customer with pictures depicting the areas that she had concerns with and verified that items are at 100%. All items are at the local delivery company and no outside service technician has been in to inspect the item. All items are at the delivery warehouse and ready to be delivered. As customer will not accept delivery her order was considered cancelled as she was advised and refunded minus fees. The total amount paid was $1131.00 and the total charges are $572.75 and customer was refunded int he amount of $558.25.
Sharon M[redacted]
Coleman Furniture

I placed an order with Coleman Furniture on June **, 2016. The FAQs section of Coleman Furniture's website says, “Arrival time is generally 1 to 4 weeks, depending on what you ordered and where the order is being delivered to. Since Inventory changes frequently we will provide an estimated ship date when you place your order. Coleman Furniture understands the importance of keeping our customers informed and up to date on their order status. We will provide you with periodic updates via phone and email."
Coleman Furniture has never informed of any issues that would delay the delivery of my order. Today, August *, 2016, 6 weeks later I have yet to receive my products or a delivery date. The only updates I receive regarding my order occur when I call and have the highly unsatisfactory experience of speaking to the people that are supposed to be customer service representatives within the status department.
In regards to the status team, the individuals I've had the misfortune of speaking to Jonathan Singh, and his "manager" Caroline were awful. They need to be properly trained at providing customer service or they shouldn't be allowed to interact with customers.
In the past 2 weeks I've spoken to Jonathan on 3 different occasions. The only message he capable of relaying is, "I understand, or I do understand your concern." However, that through our conversations it is clear that he doesn't understand. He did nothing to assist me in fact he lied to me in our 3 conversation which is what infuriated me to the point of sending this email.
My first two conversations I had with Jonathan were fine. In our first conversation I did politely ask to speak to a manager. Jonathan was insistent that he could help me with my concerns. So after he continuously repeated his go-to phrase of understanding, he reluctantly after 10 minutes of requesting and 10 of me waiting because she was "busy" transferred me to Caroline.
Caroline, proceeded to inform me that she had listened to my calls from the previous week with the young lady that updated me on the arrival of my order to the delivery company (I spoke to the young lady on July ** & ** she told me it should arrive by Tuesday, I don't recall her name but she was excellent, very great at her job).
Caroline also said she could forward me those calls, as if I was lying about what I was told (still haven't received them, and still am waiting). Caroline wanted me to know that everything that could be done was being done and she didn't really understand why I needed to speak to her. Her attitude was very dismissive and unconcerned (maybe she was ready for her vacation week). She said, "Jonathan mentioned that he offered you the $65.00 off upon delivery which is something that we never do." Your order was slotted 4-5 weeks for delivery, you were told that" (I was never informed of that, even still my order reaching the shipping company by July ** like the young lady told me would be in the 4-5 week range). "You will continue to receive update by email or phone or both." She ended our conversation because it seemed she was finished talking to me
1. I'm spending close to $3,000 with your company, I don't give a damn about $65.00, that was flat our rude and unprofessional. I don't care about what you normally do I don't normally order with your company. This is all a first.
2. Don't act like you're doing me a favor when my issues isn't being heard or resolved. Delivery time is 4-5 it hasn't even reached the shipping company and we're at 5 weeks that's over the time line I was provided. The money was removed from my account but you can't find out where my order is or when it will be delivered?
3. Remember your role, I'm the customer, you're supposed to be provided me service, not attitude.
4. Jonathan telling me about restocking fee when I mention readiness to cancel my order due to lack of quality service is distasteful.
I followed up for a status check and was routed to Jonathan early the week of August *. He assured me my order should be with shipping company by Thursday August * and he would personally call them to make sure they received my order and would make my delivery a priority. He said he would call me by Friday morning to update me. I took his word because this was the second time I had spoken to him in a week’s span. Each time I spoke to him I reminded him of who I was and of our previous conversation Friday I never received a call from Jonathan. I decided to follow up.
Friday August 5 at about 3:45 pm CST I called and somehow I was routed to Jonathan again (I call the main 800 number). I asked him to check the status of my order. I was waiting on hold for 7 minutes before he returned to the line. Upon returning Jonathan said my order was en route to shipping company. I reminded him of our previous conversation where he said, "it would be to the shipping company by August *," but now on August * he is still saying en route and he uttered his phrase that pays "I understand," I instantly was pissed.
I calmly reminded him that he was supposed to call me earlier that day. I asked him what time his office closed, he said 6 pm EST. New York is an hour ahead of Chicago so his office closed in about an hour. So I asked him when was he going to follow up with me, as he assured me on Monday when we spoke he would. I told him he didn't plan on calling me back and that he lied. I informed him that his customer service was poor.
As a customer service professional I shared a pointer with Jonathan, that if we'd spoken on multiple times and I already have an issue as a customer service professional you shouldn't want to add any further issues to your interactions with me. You should do what you say you're going to do.
He continued to inform me of his never unwavering understanding for my frustrations, but never had any solutions. Finally after being on the phone for 15 minutes he says I'm going to try and call the shipping company. I angrily told him this is what he should when he was checking the status of my order when I initially called. He returned to the line and told me he was unable to get an answer.
I told him that was unacceptable, and I no longer wanted to speak to him. Obviously he didn’t understand and was incapable of assisting me. I wanted to talk to a manger. He was adamant that the only manager that could help me was Caroline, who was on vacation and I could send her an email. I asked who her manager was and he said, "That would be like the owner of the company." I said "great, let me speak to them." His response was, "well, you have to send an email and they wouldn't be able to help you. Caroline would be the best person." I asked if Caroline was the only manager in his department he said she was, and she would have to help me. Finally I told him to transfer me to another department, and he wouldn't he said no other department could assist me, and they didn't have access to my order information to assist me.
That's a flat out lie! I work in customer service there's always more than one manager. I hung up on Jonathan at that point because my patience for him and the entire situation was gone. He is lazy, and a liar. He is incompetent at his job because all he knows is that he understands. He reads line from a script, but only read one chapter. I called back and decided to go through the sales side to seek support. I spoke to customer service representative and asked for a manager. I spoke to Steve S[redacted].
Steve was absolutely amazing. I explain my concerns, he listened and immediately understood. He again attempted to call the shipping company but regretfully informed me that they were already closed until Monday. He also informed me departments have multiple managers and people can assist me in other department just as he did. He mentioned he would relay me issue to the necessary people in charge. He assured me he would follow-up with my delivery today and
The customer service I've received from Coleman Furniture's status team has been the worst I've ever received anywhere. I'm appalled, and furious that it had to get to this point. I've never written a letter to complain about service, but this was too much. I've worked and still do work in the customer service industry in many different capacities. I'm not a customer that expects above and beyond service. However, I do expect people to do what is expected of them within their function. The people that answer the phone represent your company and they did a horrible job. I understand things aren't always controllable because you work with multiple vendors and companies and this is a multi-steps process, but Coleman Furniture is the company I ordered from and was my point of contact so I expected the due diligence to be done on their part. Some of the employees I spoke to were very helpful and I recognize their commitment to provide great service. That is not the Jonathan S[redacted] and his "manager" Caroline they were awful. People like that will be the downfall of your business.

[redacted]This customer received her order and noted that there were 2 small areas that had a nick on them and needed to be addressed.  We advised the customer that we would send replacement material and have a technician go to the customers home to replace the damaged area. ...

Customer agreed but had 4 areas that she stated needed to be addressed.  Even though these issues were not noted during delivery we advised the customer we would be sending leather for those areas as well.  We sent a technician to the customers home and all the issues were addressed.  The customer is not happy with the way the item looks now even though all the issues have been addressed.   We are able to offer $100.00 compensation at this point due to the circumstances.Sharon M[redacted]Coleman Furniture