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]

[redacted]
 
Happy New Year - This delivery took place on 12/** and customer received all items in perfect condition.
Wishing all a great day.
Sharon M[redacted]
Coleman Furniture

[redacted]
Coleman Furniture understands the customers frustration in regards to the wait they have experienced.  When a customers order is found to...

be damaged at the time of delivery Coleman Furniture makes sure that it is restored to 100% and re-delivered.  The customers items are in the process of being restored and will be scheduled for delivery to the customer the week of 10/**/16.  As Coleman Furniture understands the delay has been a source of frustration for the customer we will be compensating the customer $75.00 once the delivery has been completed.
Sharon M[redacted]
Coleman Furniture

We apologize for the inconvenience - please forward email correspondence acknowledging that incorrect chair was sent and we will be able to send the correct one out to you.
Please respond to this communication. 
Thank you
[redacted]
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Coleman Furniture

[redacted]
Refund for this customer has been applied and email copy was sent to customer 8 days ago.
This should resolve all outstanding issues on this order.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
 
Customer received order and it was damaged.  Customer called and spoke to [redacted] to advise him of damages to the...

items.
Item was able to be fully restored by the hub - however - customer will not accept delivery as she states she did not purchase restored items.  Customer demanded to speak to a manager, and customer made many racial comments regarding the drivers.We advised customer that the item was fully restored and we could send her pictures.  She refused and wanted to speak to the owner of the company.  At which time I advised her Felice would be her contact. 
 
We would like to work with this customer, but customer is refusing to work with us, and give the delivery company a chance.
 
Sharon M[redacted]
Coleman Furniture

[redacted]
Coleman Furniture takes all customer complaints very seriously and as such we endeavor to correct any issues that may arise if they are in fact verifiable issues.  In this instance Coleman Furniture nor the manufacturer has has any issues to correct.  
The description "Select Hardwood: is an industry standard and Coleman Furniture has to hold with the belief that today's consumers when purchasing items online are aware of what certain terminology means.  
Coleman Furniture can not change their website as this is the correct production description as received from the manufacturer and is not deceptive.
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:

its been more than two months back and forth phone calls and e-mails the issue is not resolved, what I want is not only phone call and e-mail but resolved the issue, they ask ok now give this info oh ok now give that info, but again the issue is not resolved and I am sitting on the damage sofa and used broken curio lock which I paid for the new one not the broken one,
 
thanks
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I purchased an Ashley sectional couch from on-line from Coleman Furniture. It took approximately 4 weeks to receive shipment. Upon receiving it I found that one of the ordered pieces was wrong. I called and spoke to a customer service rep who then referred me to an account mgr., Lori C[redacted]. She sent me an email indicating that since I accepted shipment due to costs associated with the return they would not accept a return on the item. I would not recommend this company and will never do business with them again.

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]

Placed an order with this company April **, 2016. Was advised order would be shipped around May **, 2016, it is now July *, 2016 order still has not arrived. I was contacted by their delivery companies, schedule delivery and proceeded to take 5 hours off of work so that I can be home for the arrival of the furniture. Was informed the day before delivery of the furniture could not be delivered due to errors on their behalf with parts. All I could do was reschedule an appointment for delivery and wait and additional 5 to 10 days for the correct parts to be received. In addition to my credit card being charged and refunded on & off each time, the company "thought" the order would be placed. The supervisor informed me should I choose to cancel the order for the furniture, they would charge me for canceling the furniture even though 3 months has elapsed since original order took place.

I ordered a bedroom suit for my daughter nearly three months ago and it is still sitting in a warehouse yet to be delivered because it arrived to the delivery company so damaged that they could not deliver it. Coleman Furniture suncontracts a technician to make repairs at the warehouse and after waiting nearly three months for this furniture the repair tech finally shows up today and doesnt even finish the job. I am now being told they dont know when he is coming back to finish the job. Coleman Furniture charges a twenty-five percent restocking fee and has absolutely refused to refund my money without charging me that twenty-five percent fee. I have called both Coleman Furniture and the delivery company repeatedly over the last several weeks and no one has ever called me back. One guy actually did email me to inform me that I would be charged that restocking fee and he is the ONLY person to get back to me about any of this and when I called the VERY NEXT DAY and asked for him again I was informed he was no longer with the company. Its a shame they got rid of the one person at their company who actually did follow through with getting back to me about something. I have been told multiple different stories of what was actually wrong with the furniture. At this point I have no choice but to keep sitting here waiting for them to repair this furniture that I paid full price for. The moral of this story is do not ever do business with Coleman Furniture. Their customer service is absolutely unacceptable.

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]
 
First, the statement, “Coleman Furniture has to hold with the belief that today's consumers when purchasing items online are aware of what certain terminology means”, might be the biggest cop out I have ever heard.  How can a company make such a grandiose assumption?  That assumption cannot be applied to an entire consumer population.  That statement is more proof that Coleman Furniture knows they are provided deceptive product descriptions.  Coleman Furniture will pull that statement out of their back pocket when they feel they are in the wrong but, want to shift blame back onto the consumer.
Second, if Coleman Furniture wants verifiable proof that the term Select Hardwood is deceptive then I will provide it.  Since they feel every consumer should know what all industry terms mean then the definition should be easy to find.  Right?  Well, it is not easy to find.  I typed, “Select Hardwood Furniture Definition” into a search engine and was unable to find a reputable source providing Coleman Furniture’s definition of Select Hardwood on the first page of results.  However, I did find a reputable guide to buying solid hardwood flooring that talks about the grading system.  There is a grade of solid hardwood flooring that is “Select and Better Hardwood”.  It is the second best grade and is made of solid hardwood.  Not MDF like Coleman Furniture's definition of "Select Hardwood".  
After reading the definition of “Select and Better Hardwood”, it would be a completely logical jump to assume that "Select and Better Hardwood" is just another way of saying "Select Hardwood" since there were no results for Select Hardwood.  I feel Universal Furniture and Coleman Furniture know that their definition of Select Hardwood is hard to find and when consumers see the definition for Select and Better Hardwood flooring they will assume it applied to furniture as well. 
Since I just provided verifiable proof that a reasonable consumer cannot find Coleman Furniture’s definition of Select Hardwood I want a full refund since it has now once again been brought to Coleman Furniture’s attention that the term “Select Hardwood” is extremely deceiving.  I will gladly donate the table and chairs in Coleman Furniture’s name to a local charity once I receive my refund.  I feel that is a win-win solution.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
Customer has confirmed a scheduled delivery date for the furniture on 1/**/16. This should resolve all outstanding issues.
class="u-font-weight-bold">We apologize for the delays until now.
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:1. The estimate for delivery of the major portion of my order (worth $3200 aprox out of $3583 of total order) to my home is still unknown. They did not called and informed me. I called them today after seeing the response from Revdex.com and the latest estimate for the delivery of my order they gave is 2 weeks to end of this month. I request you to please help me get a final delivery date for my rest of the order. Every week they keep extending the delivery date by 1-2 more weeks. I am not at all sure when it would be delivered. Also I request them to deliver all the pieces unlike the last delivery and in good shape. 2. Coleman Furniture did informed me regarding the missing parts for TV console. But they did not provide me any [redacted] tracking number or estimate on when it should be delivered to my address. Request you to please help me get an estimate on this.Thanks,[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
Coleman Furniture understand the customer is frustrated.  We have attempted to resolve this issue for the customer.  All items are...

opened at the delivery company and inspected for damages - that is why the items were wrapped in shipping blankets when they arrived to the customers home.  We understand the headboard had received some transit damage.  We advised the customer that as per our terms and conditions that he agreed to when he placed his order we would restore the item and re-deliver to him.  The customer declined to have us do so.  The customer refused the nightstands as they did not fit into the space he wanted and as per our terms and conditions the customer is responsible for all dimensions.  As such customer was refunded minus fees for the return of the bed and nightstands.  We would not be refunding the cancellation fees.
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:

After multiple conversations, Ms. Gabriel did honor the requested refund of $150, which was refunded on October **, 2015. An e-mail regarding the warranty was never received as she stated it would be. Additionally, during the conversations we were informed the couches would be repaired and re-delivered in September. It was later told to us, one of the repair panels was shipped in September, the other would not ship for a few more weeks. We were then informed the second replacement piece would ship in October and the delivery of the repaired couches would be at the end of October/beginning of November. Although an inconvenience, we accepted the resolution.
On October **, 2015, we received a phone call and e-mail from Cierra Z[redacted]. Ms. Z[redacted] stated the second repair piece has not shipped and the part would not be received until mid-December. That is only the anticipated date of the replacement part, not the delivery date of the couches. This issue has been on-going since August 2015,. As we were without couches and with an anticipated couch delivery in September, we purchased used couches from Good-Will. We are now entering the holiday season where family will be visiting and staying for extended periods of time and the couches will not fit our needs. This has been a very disheartening and frustrating situation. Although it has been communicated a "rush" will be put on the order, which has been told to us multiple times, the repair and delivery of the couches is no longer within an acceptable time frame.
On October **, 2015, a refund was requested from Ms. Z[redacted]. Ms. Z[redacted] stated she would refund our money, minus a 25% restocking fee. This is unacceptable. We did not receive the product we paid for and we have never had ownership of the product. We paid Coleman Furniture a total of $2,690 for both couches. Minus the $150 refund received, we are respectfully requesting a refund in the amount of $2,540.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[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 [redacted] 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

[redacted]
Coleman Furniture understands the customer's frustration relating to this situation. Coleman Furniture  recognized that the initial item came in...

damaged and has contacted the manufacturer to order a replacement top. On 10/**/16, the manufacturer had advised that the item is being prepared for shipment and should be at the customer's local delivery hub within the next 10 days. Once it arrives at the delivery hub the item will be inspected and the customer will be contacted to schedule a delivery.  
Sharon M[redacted]
Coleman Furniture

[redacted]We are committed to resolving the outstanding issues - and expect that early next week when the scheduled date arrives all of the furniture orders remaining issues - will be resolved.Together with the compensation all should be clear.Wishing you a wonderful Holiday Weekend![redacted]Coleman Furniture