Coleman Furniture

[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

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]

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]
Coleman Furniture wants to resolve this issue for the customer and understands they are frustrated.  We have been in contact with the customer and have advised her that we are working with the manufacturer to get this...

resolved.  The needed parts for the delivery company to get this resolved are being sent and the customer will not have to do anything except receive delivery of their order.  We have advised the customer that we will compensate them in the amount of $100.00 for the delay in getting their chair.  The chairs came in a package of 2 and cost the customer $372.00 for both so we are already compensating well over 10% for the item that had an issue.  We will not be compensating any further than that and we will update the customer as soon as the chair is ready to be delivered.
 
 
Sharon M[redacted]
Coleman Furniture

[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

[redacted]
Coleman Furniture wants to resolve this issue for the customer and understands they are frustrated.  We have been in contact with the customer and have advised her that we are working with the manufacturer to get this resolved.  The needed parts for the delivery company to get this resolved are being sent and the customer will not have to do anything except receive delivery of their order.  We have advised the customer that we will compensate them in the amount of $100.00 for the delay in getting their chair.  The chairs came in a package of 2 and cost the customer $372.00 for both so we are already compensating well over 10% for the item that had an issue. The most we would compensate the customer is $150.00.  
Sharon M[redacted]
Coleman Furniture

[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.
 
[redacted] 
Coleman Furniture

[redacted]
 
This customer received an original delivery on May **, 2016 of his bedroom set and refused the bed as he believed the...

manufacturer had sent the incorrect size bed.  However, the only items that were incorrect were in fact the side rails.  Coleman reached out to the manufacturer and immediately had the correct rails sent.  The correct rails were sent to the local delivery warehouse on 6/*/16 and customer has been scheduled for 6/*/16 delivery.
Customer has had the night stands in his possession since the original delivery on 5/**/16.  We are unable to adjust the pricing on the item as sales prices are given to us by the manufacturer and are only available on new orders placed with the manufacture at the time the sale is going on.  As a courtesy for the delay the customer experienced we have offered the customer a refund of $50.00 and the customer refused.  We would be willing to compensate the customer $100.00 for the delay.  
 
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 posted the reviews online after [redacted] contacted us still only offering us a refund of $495 on a $889 loveseat that we've never had in our possession.  We felt like we were being pressured into accepting a loveseat that had been damaged just so that we could make Coleman Furniture and the delivery company happy.  We never stopped communication.  We were always waiting on something from someone.  Maybe my phone calls, voice mails and emails to Coleman haven't been properly documented, but that doesn't change the fact that we are the ones that have been making the effort.  The last communication was an email that I sent to [redacted] on April [redacted].  I have not received an email or a phone call in response.  I felt so annoyed and frustrated with how everything was being handled that I posted reviews online after I sent that last email to [redacted].  I am willing to delete, edit and/or update my online reviews if we receive a 100% refund.  A full refund will also resolve my complaint with the Revdex.com.  Sincerely, [redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
This customer has disputed his order.  He disputed in September, dispute was closed in our favor and he disputed again just this week.Customer placed order on June **, 2015 and was advised items were back ordered until end of June.  In July...

customer was advised that a portion of their order was still on back order and would be released the week of July 22.  Items were delivered to the customer on 8/*.During delivery customer refused items as damaged and they were sent back to the delivery company.  Items were fully restored and customer refused to allow re-delivery.The customer was advised of the original delay in the order shipping and agreed to the wait.  There was not a 4 month delay as customer has stated.Items are at the delivery company and have been ready to be re-delivered to the customer since early September.We can offer compensation, for a discount, but we do need to wait for merchant services to determine the outcome of the dispute.
 
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:

Although we appreciate Coleman's response, they've stated they will charge us shipping fees should we choose to have the entire sectional replaced.  This is a blatant discrepancy from their previous response stating they wouldn't charge us shipping fees to replace one sectional piece.  This new solution is simply unacceptable.  
 In our previous communications we've stated that on the day of delivery a bad storm was approaching and the delivery drivers were in a hurry (which was understandable). Furthermore we were never advised that we had the option of rejecting the furniture and what the implications would be if we did so.  In hindsight, and with the new information
we've acquired, if we would have rejected the furniture Coleman would have moved forward with charging restocking and shipping fees which is poor business practice.  Again
this is an issue which we addressed several weeks ago during this Revdex.com process.  We contacted Coleman LESS THAN two days after delivery, which was the very first chance we had
to make contact regarding the issues as we have a newborn baby.
Regardless of the outcome or path we would have chosen, Coleman is continuing to attempt to charge us fees for issues that should be completely covered either under warranty or good business practice.  In Coleman's previous response they stated they would replace one sectional piece at no cost to us, with free shipping.  In this most recent response
Coleman is now stating they'll replace the entire sectional but charge shipping fees.  Why is there now a discrepancy with shipping fees?  Why are we, the customer, being
penalized for receiving poor quality furniture that should be covered under warranty and/or Coleman's customer satisfaction claim as listed on their website at [redacted]
 We’ve brought to Coleman’s attention serious warranty and product issues.  Yet their response to assisting us with these issues is, “as this is outside of normal policy and procedure,” because we contacted them after delivery. 
So is customer satisfaction only adhered to up to point of delivery? 
Why are issues after delivery outside of normal policy and procedure? 
Why are warranty issues not being addressed? 
Why are there now discrepancies with shipping fees?
Why has Coleman been unable to provide proof they were in contact with Ashley Furniture?
Why are photos submitted through this Revdex.com communication being disregarded?
 At this time, as stated previously, the dispute through Capital One Credit will stand.  If Coleman Furniture will, 1) replace the entire sectional (minus the ottoman) at no cost to us and no shipping fees, and/or 2) issue a full refund for the sectional (minus the ottoman), then we will drop our dispute through Capital One Credit. 
 
 
 
 
 
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.
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 It is still left to be seen wether or not the couch will be in good acceptable condition. Still paying for a refurished couch instead of a brand new one like we ordered. They say they will reimburse us $100 after we accept the couch but that is yet to be seen. I find it crazy that we had to file a complaint with the Revdex.com before any type of manager would even call us or be "out of a meeting". Still unhappy that I dont get a new couch which is what I paid for. Instead we must accept a broken refubished "fixed" couch or pay a 25% restocking fee because this company cant find a way to deliver us an acceptable new couch since May 2015. Delivery has been set for Thursday unless otherwise notified. This is yet to be seen as well. Horrible service
 
 
 
 
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.  I would like to thank the NY Revdex.com for their involvement in the resolution to this issue. I will accept a full refund from Coleman Furniture as promised.
Sincerely,
[redacted]

[redacted]In response to customer's request.On 1/*/15 our delivery partner, [redacted], delivered furniture which included a buffet and a hutch. The customer advised via the bill of lading that the "...glass panel in the hutch was too low and the glass was wobbly..." On 1/**/15 a furniture technician was sent to the customer's home to address the issue pertaining to the hutch. The technician provided washers and additional hardware to address issues with glass being wobbly. On 5/**/15, the customer [redacted] advised via email that there was still an issue with the buffet.On 6/*/15, [redacted] advised the customer that we were still continuing to follow up on the issue. On 7/*/15, [redacted] called the customer [redacted] and requested additional pictures of the hutch showing the damage from a distance and from close range so that we can assess how to resolve this issue. The customer advised that he would not be sending pictures because he stated "...he just wanted a new hutch and would not be accepting a technician."  This request was followed up via email as well.On 7/*/15, the customer [redacted] provided pictures via email of the damage to the hutch.On 7/*/15, [redacted] called the customer requesting pictures which showed the hutch from a distance. On 7/**/15, the customer [redacted] sent the requested picture and advised that "I will expect an ETA on my replacement china cabinet today".On 7/**/15, [redacted] advised the customer that we were discussing the hutch with the delivery hub who made the initial delivery. On 7/**/15 the customer advised via email "....I have not gotten an ETA on my replacement china cabinet yet.  It has been over 7 months without the use of this piece of furniture that I paid for last year.  I expect an ETA on the replacement by this evening or I will require a refund and for Coleman to come get the defective china cabinet by Friday.On 7/**/15  [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015.On 7/**/15, the customer advised via email "....While I'm glad you are in contact with the delivery company, that has no bearing on my china cabinet.  I purchased the furniture from your company.  While the delivery company delivered it, the item has obvious manufacturing defects.  Please understand, the only options I am willing to accept at this point are a replacement or a full refund.  Please let me know by 5pm today which I can expect. "On 7/**/15, the customer called [redacted] inquiring  about the status of the replacement hutch. [redacted] advised we were still speaking with the delivery hub to determine a resolution. On 7/**/15 [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015On 7/**/** it was determined what parts were needed for the repair to the hutch based on the conversation that took place between the original furniture technician and the new furniture technician that would be repairing the hutch.On 7/**/15 [redacted] was advised from the delivery hub that the furniture technician will be contacting the customer to schedule an appointment no later than July **,2015Please be advised that as stated in our terms and conditions (please see below) Renegade Furniture Company does reserve the right to have the furniture restored and / or repaired at no cost to the customerIf 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% Sharon M[redacted]Coleman Furniture?

[redacted]
Coleman Furniture realizes the customer is frustrated, however we stand behind our warranty program.  The customer originally contacted...

us August **, 2014 which is a year and a half after the delivery of their item and indicated to us that the mattress was experiencing issues.  As the mattress was covered under the warranty program we sent the customer warranty instructions and a form to fill out and return.  The customer returned the completed form to us which indicates that if an item is covered under warranty and warrants replacement the customer is responsible for shipping costs.  On August **, 2014 we advised the customer that we would need the shipping costs paid before we could order the item.  At that time the customer advised he did not want to proceed.    We have had no information regarding the other issues the customer has identified.  We will honor the warranty for the mattress once the customer pays the shipping costs.
Sharon M[redacted]
Coleman Furniture

[redacted]
Coleman Furniture understands the customer is frustrated.  However, we have advised that we can handle his issue for the mattress through warranty, there are shipping fees that apply based on warranty replacement and we will order the replacement as soon as he pays the shipping fees as advised.  The leather has a 1 year warranty and he has passed the warranty time for that.
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 been resolved, HOWEVER:
After my complaint was filed with the Revdex.com and after unrelenting persistence on my part a Coleman representative agreed to the full refund, thus resolving MY issue with this transaction.That said, I strongly recommend the Revdex.com investigate the business practices of this company. Their terms and conditions and "fine print" are very hidden and ambiguous so when a purchase is made, all included clauses trap the consumer into essentially purchasing a damaged item without the chance of a full refund, no matter the damage, no matter the shipping time or shipping delays. I was nearly 3 months with still no item and no estimated shipping date. It is my belief that Coleman purchases damaged items at a significantly reduced price, attempts to "repair" them, hikes up the price, and markets them as new and undamaged to the consumer. This in itself is fraud.The there is a delay in shipping because the items sit in a warehouse while repairs are being made. None of this is made clear to the consumer, and every attempt at trying to locate your item is covered in lies by their representatives.Reputable furniture companies stand behind the products they sale, and if they are damaged, usually the consumer does not pay for that product. I was lied to many times by Coleman furniture representatives. Their deception was debunked only when a representative mistakenly informed me my item was damaged and in a warehouse for repair, otherwise I would not have known I was essentially getting damaged goods with "hidden" repairs. I strongly believe consumers need to be aware of the unethical and misleading methods Coleman uses to trap a consumer into a purchase they will not get for months.THEREFORE I AM URGING THE Revdex.com TO LOOK AT REVIEWS OF THIS COMPANY ONLINE, THERE ARE MANY MANY ALLEGATIONS OF FRAUD AND DECEITFUL BUSINESS PRACTICES.
 
 Thank you for your time on this, please let me know if something can be done. My item was 2,000 and I was prepared to file in small claims against Coleman. 
 
 
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:

Coleman Furniture still seems unsure whether they admit the furniture was damaged or not. They alternate their stance every time they answer this complaint. I am unsure how they think I can accept a redelivery of this sofa when the same person states a different position regarding whether the sofa was damaged or not. The sofa was damaged and Coleman agreed with me that I would not accept a damaged sofa and that the "deal" would be completed weeks ago. They breached our agreement by delivering a damaged sofa and not completing the transaction in a reasonable time frame. I am unwilling to pay any fees since they breached our agreement.
Thanks you,
[redacted]
 
 
 
 
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 response still did not address the fact that the dimensions on the website are incorrect.  I understand that the table is correct but because the dimensions listed in the website were incorrect, the table did not fit into my kitchen.  As you can see below, the width shows 30.25" but the width of the table is actually 48".  Nowhere in the dimensions does it state the table is 48 inches.  This is what I'm upset about.  Coleman did not offer an exchange for another table or a store credit or even a discount for this purchase.  ?Please see the website link below to understand my complaint.?Dining Table: 30.25"L x 30.25"W x
28.75"H - 81lbs[redacted]