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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 We hate Coleman furniture , like the other 500 people who has been watching this scam....... Coleman has had our money for over 70 days,the mirror is the box, in our garage since day one. Coleman says it all ("customer received a mirror and it was damaged- it had some scratches and a cracked plastic frame and gold paint popping off the frame.  The website described the mirror as metal, it was actually glass We found this out by reaching out to the manufacturer and have since changed the items description.") Its plastic<<<< Big problem................Not worth near $380.00 and damaged...We should of had a refund long ago........Took our money ,Sent us damaged fake mirror...Now they want a donation in their Worthless name....NOT happening...they can send it where they want.....Filed the paper work that handles crooks like these.....Should never be in business....([redacted] and all the others  have never made us donate anything to get a refund..... These people are Crazy........   Revdex.com you have the pictures please post on your site....We're doing alot more posting.......[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Madeline
Coleman Furniture has repeatedly tried to resolve this with 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

[redacted]
Coleman Furniture has been in touch with the customer and replacement items have been ordered to ensure that the customer receives all their items in 100% manufacturer condition.  We will get the items to the customer as soon as they arrive at the local delivery company and...

are inspected.  Coleman Furniture apologizes for the problem the customer has experienced and are working with our delivery partners to ensure that this does not occur again.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:

[Your Answer Here]
 The item sent from the manufacturer was sent to the delivery point in ""flawed condition" and since I ordered the item, I expected to receive it in new condition, not a repaired piece of furniture.  Coleman keeps sending me emails that they want me to accept delivery of this so called "repaired to 100% manufacturer's standard," but as far as I'm concerned, it is a "flawed and repaired" piece of furniture and they expect me to pay for restocking fees of 25%.  Coleman has over 140 complaints on your Revdex.com website and this seems to be their common practice to "put it to the customer".  If the manufacturer sent a "flawed" item, it is their responsibility, not mine.  I have filed a dispute with my credit card company and have advised them of Coleman's business practice.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]This customer has been updated by our manager as recently as 9/**/15.  The correct part is being ordered from the manufacturer and customer will be updated with ETA as soon as it is available.Sharon M[redacted]Coleman Furniture

[redacted]The initial delivery could not be completed as the sofa did not fit up the stair cases that customer had in building. We have since resolved the issue (7-**-15), and customer should now have the sofa issue completed.Sharon M[redacted]Coleman Furniture

[redacted]
This customer has initiated a credit card dispute and the dispute is still being reviewed by merchant services at this time.Customer noted on delivery paperwork that there was an issue with delivery.  Customer was offered $300.00 to keep furniture as is and...

refused that offer.  We have also advised customer that we will send a technician to his home to address any and all issues and customer does not want that to happen either.  Customer is refusing to work with us and only wants the item returned for full credit. As items have shipped, we would like to have issues resolved, and have delivery take place - as well as offer additional compensation. Those are the options at this time.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 drop down drawers are still broken and don't work as designed and they falsely described their product in their advertisement. We have contacted them multiple times and told them we were not satisfied so I am unsure why they are saying that they resolved the problem. In addition we have tried multiple times to give their product a bad review on their site however their site will not post it. This just shows you how deceptive they are. Please note I tried uploading pictures but your site couldn't process them.
 
 
 
 
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 pending delivery of the furniture.
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:

[You have breached the contract by not delivering the bed by July **,2015 as was stated by your representative over the phone. You have no rights to keep 25% restocking fee. I will be seeking compensation through court.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
The customers items are at the local delivery company and are available for delivery to the customer.  The customer can accept delivery and sign the waiver.  We can have the item delivered to an alternate location or delivered to the customers home.
Coleman Furniture wants to resolve the issue for the customer - however, the customer is ultimately responsible for ensuring the dimensions that will enable the furniture to be delivered.
Sharon M[redacted]
Coleman Furniture

[redacted]We are in agreement to give 100% credit on the lamps to customer - but we do need customer to agree that all issues have been resolved as per our discussion with 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]
 This is completely false! After being advised I would have to pay almost 1/2 the cost of the actual bed cost I advised the customer service person to hold off on doing anything. Since the movers/installers stated they were paid hourly they stated to take as long as I needed to figure things. I called a couple friends who stated they could just remove the wooden side pieces and screw them in about 4" higher to resolve the issue of the bed being advertised as a platform bed but required a box spring which is not then a platform bed... but again I found an easy solution. After about 30 mins I told the installers to continue with the installing but don't put ont he slats so that I could have a friend come and adjust the side pieces. They agreed and this can all be confirmed with them as well as I do not have any reason to lie.
This bed was exactly what I wanted and no reason to return it accept that once they unwrapped the headboard and attached the sideboards the headboard was clearly manufactured incorrectly and defective and the side panels were wonky. Therefore I told the installers/movers to take the bed and I would return it and contact the company when they left as it was defective. I was sure to take the photos necessary as well to have what was needed for proof. When I contacted the company after they left, I was basically called a liar and told I had no choice but to pay half the cost of the bed for shipping (which was free to get it to me) and 25% restock fee which due to the defect is ludicrous!! 
The customer service I spoke to had quite the attitude and the customer service manager was unwilling to even listen to what occurred. She had her mind made up that she was not going to take this return regardless of what the right thing to do is. When I sent photos again I was made to feel stupid as if I didn't know what the heck I was looking at when I clearly was the one who set the photos. I was told this was to manufacturer standards. To that I laughed as clearly this was a bait and switch. Photos of the bed on the website were NOT what I received as far as quality and she didn't want to listen to anything I had to say just to stick it to me for a manufacturer defect. What amazes me is initially there was no accusations that YOUR company did anything wrong but to not stand behind your product that if its defective you will certainly take it back especially with clear pictures is beyond me, horrible business and theft.    I also inquired as to why online there is NO mention of renegade furniture which is the company slip that I received when the furniture was delivered. Had I known that clearly there are bad reviews on this company and would not have purchase...another bait and switch tactic which I believe is against the law!  Photos are attached of what your customer service manager could not apparently see clearly. The headboard is bend, does not fit properly to the upper part of the headboard and the side panels did not allow the bed when attached to the headboard to lay flat on the floor. I was told by the customer service manager, just put the bed on it, it will lay flat then... ARE YOU KIDDING ME??? That is certainly NOT a satisfactory solution and she should be demoted ... picture 1-3 are the bed before the movers repackaged it up... picture 4 shows the website advertised photo of what the bed and headboard SHOULD look like 
 
 
   
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I had furniture delivered on June *, 2015 that I had ordered- a reclining sofa and reclining chair. My husband accepted delivery and did not note any visible damage to the furniture at that time. On June *, 2015 I moved the sofa and chair to clean and noticed damage on the back of the recliner covering almost half of the top edge on the back. I contacted Coleman Furniture and they asked that I take pictures of the damage which I did and emailed to them on June *, 2015. No one contacted me after that time so on June **, 2015 I called and was told that since we didn't see the visible damage on June * I would have to fill out warranty forms and send them to their warranty department. This seems like a slick way to get around any responsibility for the damage which I don't accept. I either want a new recliner or a substantial credit for the damage.Desired Settlement: I would like either a new recliner or a substantial credit for the damaged chair.

Business

Response:

[redacted]Customer received delivery and signed delivery paperwork stating that all items had been inspected in perfect condition. 2 days later the customer called and advised that item was damaged on the back edge. The pictures customer sent show knocks or marks. We have purchased a replacement in/out back part as a courtesy, and are not charging the customer for this piece. Customer would be responsible for installation. Had this been notated on the proof of delivery, the delivery company would resolve - but once it was signed for in inspected and perfect condition, we are limited to sending out replacement parts[redacted]Coleman Furniture

Review: I ordered a coach from Coleman Furniture Company Sept. [redacted] and I did not receive it. I have called many many times either requesting my furniture or my money back and they ignore my request.

All they say is we will call you by Friday and give you a delivery date and still hasn't happened. I feel liked I've been scammed and I paid over 1150.00 for a sofa. My money hasn't been returned or furniture delivered. I just want my money back!!Desired Settlement: I would like to have a refund please. I've waited way to long for delivery. Their policy says they charge 25% restocking fee but I want a 100% refund as they apparently don't have my sofa or they would deliver it so there is nothing to restock.

Business

Response:

[redacted]

We sincerely apologize to [redacted] for the delay. We have been following up with the [redacted] of the delivery service regarding their failure to provide her and us a definitive delivery date. The [redacted] has called her personally and we have been assured that she will receive her delivery on the next available truck. We are also discounting her order to help compensate for the delay. We do value all of our customers highly and are working to make sure that this is taken care of as quickly as possible.

Coleman Furniture

Review: Purchased an expensive top grain power sectional, it took over a month to deliver despite being told 2-3 weeks. Sadly the power chaise was BROKEN, the power recliner was sent WITHOUT the power cord, and only 5 of 6 pieces was delivered. I called the day after delivery to tell them, and have fought with them for over a week to try to correct the situation. They did bring the 6th piece two days later, and finally they are mailing the power cord, but say the BROKEN piece is a warranty issue because I did not notice it was broken when delivered. (I had not sat on it yet, but noticed the first time I did) Now I have to deal with serial numbers, pictures, and take it up with yet another party- the warranty company. Coleman has made my dream couch a living nightmare. I have had no less than 20 conversations simply trying to get what I paid for. My credit card company has frozen the charge pending an unbroken piece be delivered to my residence. (estimated at over a month from now) Coleman requires a new 'agreement' that I will pay for furniture, and included some type of arbitration clause within the email. ALL I WANT IS WHAT I PAID FOR- NOT BROKEN MERCHANDISE.Desired Settlement: To receive what I paid for- unbroken merchandise, and to warn others of this company's issues with customer service.

Business

Response:

[redacted]

From the time that this issue was reported to us, we have been working to get the issue resolved.

We have tried repeatedly to explain [redacted] exactly what we are doing to get the furniture taken care of.

We did not ask for any arbitration. Any "frozen" credit charges are due to the credit card dispute that the customer felt that he needed to file. We also did not tell [redacted] that it would take over a month to get this resolved.

The damage to the furniture was not noted at time of delivery, so we are handling it via the warranty. [redacted] has already been given the determination that replacement is necessary and Coleman has already told him that we are covering the cost of shipping the new piece. We have never suggested or implied in word or action that [redacted] would get anything less than what he ordered or asked for.

We are committed to resolving all outstanding issues for this customer.

Review: On 10/*/13, I ordered a TV console online from Coleman Furniture (colemanfurniture.net). The purchase price was $665.28. When I placed the order, I was told that I would have the furniture in 3 weeks, 4 weeks at the most. The furniture didn't arrive until 8pm on 11/* - 5 weeks after I placed the order. When it arrived, the delivery guys had a very hard time getting it to extend to its full length (it was an expandable TV console that went from 48" to 72" when it was fully extended). After a lot of yanking and pulling on it, they finally got it extended but it didn't sit level on the floor - the left side was clearly cocked so one side was higher than the other. In addition, the door on the left side hung crooked, had to be lifted to latch, and when it was closed there was a gap at the top that allowed you to see into the cabinet. We refused the furniture, the delivery guys noted the problems on the receipt, and loaded it right back on the truck. I called Coleman Furniture while the delivery guys were here to document that we were not accepting the delivery, which was what the email from Coleman Furniture told me to do. There was no answer so I had to leave a message.

On 11/*, I called Coleman Furniture and left another message stating that we did not want a replacement TV console - we didn't believe that the furniture was very well-made and, after waiting 5 weeks when we had been told 3-4 weeks, we were very disappointed in the quality of what arrived. I asked for a full refund. I also sent an email stating the same thing, and attached our copy of the receipt showing that we had refused the furniture.

On 11/**, I called Coleman Furniture again and again had to leave a message.

On 11/**, I received a phone call from the shipping company that the furniture had arrived back at their warehouse and they would notify Coleman Furniture that it was there.

Today (11/**), I called Coleman Furniture again about my refund since I STILL had not heard from them. I spoke with someone named [redacted], who started explaining to me what they were going to do to "fix" the problems with the furniture. I told him I didn't want it fixed, that I wanted a refund because the furniture that arrived at our house was defective. [redacted] then said that, if I didn't agree to allow them to fix what was wrong and then accept the piece, I would be charged $303.31 for a restocking fee AND shipping and would only be credited $361.94!!! He said that this is explained in Coleman Furniture's Terms & Conditions. However, these Terms & Conditions were never emailed or mailed to me until today (after I called [redacted] and requested a full refund). They were not sent to me when I originally placed my order so that I would have an opportunity to read them and exercise my 3-day right to cancel the order, which I certainly would have done. I would never have ordered a piece of furniture sight unseen if I had known that I could not return it without incurring charges!!!

I have already called Chase, the credit card company that I used to charge the purchase - the charge was issued on 10/**/13. I spoke with a dispute resolution specialist at Chase who has put the full purchase price into dispute.Desired Settlement: I am hoping that the Revdex.com can help me with getting this issue resolved promptly. I am entitled to a full refund of the purchase price - $665.28. I was promised a piece of furniture in perfect working order, not one that was defective that had to be shipped back and fixed. I was promised a piece of furniture in 3-4 weeks that took 5 weeks to arrive. And I was never informed that, even if the furniture arrived damaged, I would HAVE to accept Coleman Furniture's attempt to fix it.

Business

Response:

[redacted],

We had a medic inspect the furniture, and confirmed that we need a hinge replacement. We have ordered it to warehouse. The customer says that they simply did not like it and thought the quality was not up to what they thought.

As per our terms and conditions, which customer agreed to at time of order and can be seen here: [redacted]

We reserve the right to replace a defective item. If customer doesn't agree to allow us to redeliver, customer is responsible for 25% restocking fee.

We would like to redeliver to customer, but if customer does not furniture, they will be responsible for these fees.

Please let us know what customer would like to do at this point.

Coleman Furniture

Consumer

Response:

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. [redacted]'s response is incomplete. We refused the furniture because the door hung crooked, but also because the entire unit sat crooked on the floor when it was extended. We need a console that is 72 inches wide for our tv and ordered this unit specifically because it extended to 72 inches. When the delivery guys got it into the house, it was in the closed position and was only 48 inches wide. I explained that it needed to be extended to its full length. The delivery guys didn't have any idea how to do that and I had been assured, when I placed the order, that the delivery people would be knowledgable in how to assemble and set up the furniture. I had found the same piece of furniture on another site for less money but chose to order it from Coleman because of the "set-up service" they provided. The delivery guys said they had never seen or delivered a similar piece of furniture before. One guy sat on the floor in my living room and read the instructions, used an allen wrench to loosen something inside, and then the 2 guys picked the entire unit up and started yanking on it to get it to extend. After about 10 minutes of pulling on the unit, they got it extended partway and eventually yanked on it until it was at its full length of 72 inches. But, when they put it down on the floor, it sat crooked on the floor AND the left door hung crooked. That's when we refused it. I don't know if the unit was defective when it arrived or if the delivery guys did something to damage it - I just know that it did not sit flat on the floor and the door was crooked. That's very different than simply saying "we didn't like it and thought the quality was not up to what we thought." I included this information in my conversation with [redacted], in my emails, and in my initial complaint.

2. When I placed the order, I specifically asked how long delivery would take because I knew when our new TV would be arriving and we paid extra to have the new TV set up on the new furniture. I was told that delivery was usually in 3 weeks but, since we lived in DE, it could take as long as 4 weeks from when the order was placed. The furniture was not delivered for 5 weeks and, even then, there was something wrong with it. If I had been told 5 weeks initially, I would not have placed the order.

3. When I placed my order on 10/*/13, Coleman Furniture's Terms & Conditions were not sent to me along with the order confirmation. If I had gotten them on 10/*/13 and read that furniture could not be returned regardless of the condition it was in when it was delivered, I would have exercised my right to cancel the order within 72 hours. The Terms & Conditions were not sent to me until 11/**/13 in an email from [redacted], AFTER I had requested a full refund. Again, I included this information in my initial complaint.

We paid for new furniture, to be delivered in 3-4 weeks, in perfect condition. We didn't agree to purchase furniture that would be delivered in 5 weeks, that was defective, and that would have to be shipped back to a warehouse and fixed before it could then be shipped back to us, which could take ANOTHER 2-3 weeks.

Note - I sent a certified letter to the Coleman Furniture Corporate Headquarters on 11/**/13 asking for a full refund and explaining the reasons for my request. I mailed it to the address on the Coleman Furniture website - [redacted]. On 11/**/13, I received a notice from the US Postal Service that the letter had not been delivered and was being forwarded to another address. At 1:51pm today, I got another update from the US Postal service that the letter STILL has not been delivered. I'm beginning to wonder if Coleman Furniture is even a legitimate business, since they don't even seem to have a mailing address.

My complaint will not be resolved until Coleman Furniture issues a credit to my VISA for $665.28. Thank you.

Sincerely,

Business

Response:

[redacted]

Review: We placed our order on January **, 2015. Prior to placing the order I contacted Coleman Furniture to inquire about how long it would take to receive a sofa, loveseat and recliner. The guy I chatted with told me it would take three weeks. Three weeks sounded great to us, and it was the main reason we went with Coleman over a different company. After I placed the order I was told that it would actually be about four weeks and maybe even five. Five weeks turned into eight weeks. We tried to be patient, but it would have been nice to know from the beginning that we were going to be waiting so long.

Our furniture was delivered on March [redacted]. The sofa and the recliner made it into the house ok, but the loveseat became an issue. The loveseat is a power recliner/glider with a console. We watched from the front door as the delivery guys struggled to carry the loveseat. The loveseat wasn't wrapped to keep it stable so the gliding motion caused the seats to go all over the place. The delivery guys dropped the loveseat, and the right side of the loveseat dropped down off of the right side of the lift gate. There was no question that the frame had been bent. When they brought it in you could clearly see that the side titled outward. We made them flip the loveseat over so that we could see the frame. It was bent. One of the delivery guys tried bending it back which he shouldn't have done. At first the delivery guys just wanted us to notate the problem on our paperwork, but I told them that I was going to take pictures and file a claim. Once I took pictures the delivery guy stepped outside to make a phone call. He came inside to tell me that Coleman was on the phone. I spoke to someone on the phone and they told me to refuse the loveseat which we did. We later found out that Coleman denies that it was them on the phone. I have no idea who I spoke to on the phone or why they would pretend to be Coleman. The delivery guys took the loveseat with them and they had just as much trouble getting it back on the truck. This could have been avoided had the loveseat been wrapped to prevent too much movement. The delivery guys told me that they were going to submit a claim with pictures on our behalf. They never did.

After the delivery guys left I contacted Coleman to file a claim. I received an email to send pictures to which I did the same day. We hadn't heard anything by March [redacted] so I called Coleman. Coleman claimed they never received the pictures. They also said they hadn't heard from the delivery company. I sent them the pictures again in PDF format.

I contacted Coleman on March [redacted]. I was told that they were ordering parts (new frame) from the manufacturer. Days went by and I hadn't heard anything so I called Coleman again. I was told that they weren't able to order parts and they were now seeking a replacement loveseat for us. I was told to expect a call within 48 hours for an update. I never received a return call. No one in the customer service department at Coleman ever calls back. I called Coleman again and this time I was told that they were going to attempt to repair the loveseat. They advised that they didn't have a new frame, but it could still be repaired. I don't see how a loveseat went from not being able to be repaired to now it will be as good as new. Clearly they intended on having someone bend the frame again which further compromises the integrity of the frame. I contacted the manufacturer directly. I was told that the loveseat has been discontinued. There wasn't a way to send out a new frame or a new loveseat. We feel that had the loveseat not been discontinued Coleman wouldn't have tried repairing the damaged one.

I was told on April [redacted] that the loveseat was in the process of being repaired and that I should hear from the delivery company by the end of the day. I contacted the delivery company on April [redacted] and they told me that no one was repairing the loveseat. They didn't know why Coleman was under the impression that anything was being done. The guy that was going to do the repairs would be there on April [redacted]. I asked the delivery company to please contact me when he was there so that I could discuss with him what was going to be done. She said she would call me plus take pictures and email me a report. I asked if he was an [redacted] authorized authorized technician and she said he does a lot of work for the delivery company.

The delivery company never contacted me on the day of the repair. I still have never received pictures or a report. My understanding was that the delivery company is the one that handled contacting someone to do the repair. Today I was advised that Coleman sent someone to handle the repair. Which is it? We have no idea if it was an authorized technician sent from the manufacturer or just some guy that does handywork. I asked the delivery company and Coleman more than once to please contact me to let me know what exactly was going to be done. They never called. Both Coleman and the delivery company have offered more than once to send pictures and a detailed report. I have never received anything. [redacted] from Coleman was supposed to contact me before the repair to let me know what was being done. She never returns calls. We don't know if more than one person tried bending the frame. We have no idea how the loveseat has been stored while waiting for people to make decisions. We do know the delivery guys tried bending it in our presence. Maybe they bent it even more once they left our house. We have no idea what is going on because no one can be bothered to contact us. I do know that the two guys that delivered the loveseat were fired.

The delivery company has offered to refund us $100 if we accept the loveseat. Coleman has determined that the cost of the loveseat to us was $889 and they are offering a refund/credit for $495. They are charging us a 25% restocking fee and a delivery fee. This is not acceptable. We are being charged for refusing an item that was damaged by the delivery company. We are being penalized for something that was out of our control. We didn't refuse the loveseat because we didn't like the color. We refused it because half of the loveseat was dropped and hanging off of the side of the tailgate causing the frame to bend. I am not refusing a brand new loveseat. I am refusing a loveseat that was damaged. The loveseat wasn't successfully delivered since it isn't currently sitting in my living room. I don't see how any company on this planet could think that this is good customer service. We would have been more than happy to switch out the compromised loveseat for something different. We were even willing to pay more money. We weren't looking for a refund when we first contacted Coleman. I am refusing a loveseat that Coleman themselves told us could not be repaired. It makes me angry that they are trying to force us to accept something because Coleman and the delivery company don't want to deal with the problem. We didn't cause the problem.

How do we know that we aren't going to have problems with the loveseat once people start sitting on it? How do we know additional damage wasn't done when the loveseat fell off the truck? The loveseat is a glider which puts more stress on the frame because it moves. The seats are attached to a console which means the seats have more give. Between the gliding and the reclining we are apprehensive to accept a loveseat that has had the frame bent back and forth. This isn't a stationary loveseat. How many people have touched the frame? Would Coleman or the manufacturer sell this loveseat as new or refurbished? We didn't buy refurbished. If the manufacturer's warranty is only against defects what are our options if we have problems that are a direct result of the frame having been bent back and forth? Does the delivery damage void our warranty? If the frame has been restored to the manufacturer's specifications how does the manufacturer know if they weren't the ones that sent out the technician? Was the manufacturer sent pictures and a report? If so, how come we haven't received anything? If they couldn't order a new frame what happens if the frame bends again after it's delivered?

I received an email from [redacted] today. The email did not contain pictures as promised. The email linked me to the warranty from [redacted] which I had already viewed previously. Coleman states that there is a lifetime warranty on the frame, but the warranty is limited and doesn't cover any condition caused by delivery damage. If Coleman purchased the couch directly from [redacted] that means the warranty only covers manufacturer's defects. The loveseat wasn't purchased directly from the manufacturer and it wasn't delivered by the manufacturer. The loveseat wasn't damaged by the manufacturer and the loveseat wasn't repaired by the manufacturer. From reading the Limitations and Exceptions it sounds as though the warranty on the frame has been voided.

All Products

These Limited Warranties provide coverage to the original retail purchaser and do not apply to rented, business, commercial, institutional, or other non-residential uses. These Limited Warranties do not apply to (i) merchandise that was, at any time, used as a floor sample or display model, (ii) any merchandise purchased “as is” or second-hand, (iii) any merchandise purchased at a distress sale or a going-out-of business sale, or (iv) any merchandise purchased from a liquidator. All warranties, whether express or implied, cover only normal household usage. No warranty, express or implied, applies to any condition resulting from misuse, abuse, delivery or transportation damage, nor any condition resulting from incorrect or inadequate maintenance, cleaning or care. Warranty is null and void if furniture has been moved from original point of delivery to consumer.

This situation wasn't handled well, and we feel like we are being taken advantage of. We ordered a new loveseat over eleven weeks ago. We have been more than patient. What we are receiving isn't new. We don't have confidence in the integrity of the loveseat. If competent people had been sent to deliver our furniture in the first place we wouldn't be in this situation. They were not a "trained professional delivery team". We would like a full refund of the purchase price.Desired Settlement: We would like a full refund of the purchase amount.

Business

Response:

[redacted]Our [redacted] has worked with this customer to try to resolve all issues. She spoke to the customer after love seat had been initially delivered and apparently damaged by the delivery company upon being taken out of the truck and advised her that she would follow up with her on a solution that would be satisfactory to her needs. After speaking with the delivery company we were advised us that the "bar that each section sits on" had been repaired. We confirmed with [redacted], the manufacturer that that this won't effect the integrity of the love seat. We have offered compensation as well for this customer. At this point, we would like to resolve the issue and are willing to offer a 50% discount to keep the sofa, or 100% refund - but customer needs to update reviews - as she has posted complaints showing that we are not willing to resolve the issue, while we have indeed reached out, and customer has dropped communication.Please advise what customer prefers to do at this point.

[redacted]Coleman Furniture

Consumer

Response:

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,

Business

Response:

Customer has been refunded. Please fulfill your commitment to close out the [redacted]. We have responded and handled all open issues for this customer [redacted]

** [redacted]

[redacted]

[redacted] [redacted]

Consumer

Response:

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,

Review: Hello,

I would like to share with you my feelings after purchasing corner cabinet from Coleman Furniture.

In May 2015 I was browsing Internet in order to find piece of furniture I needed. I was looking for corner cabinet and finally found it on Coleman furniture website. Website looked good and very promising: “[redacted]” and. Let me tell you about this love.

• I paid for the cabinet I like in May 2015.

• In June I was out of country and before my vacation I let CF customer service know I’ll be back in the middle of July so they can ship and deliver my order by that time.

• When I got back home I immediately called CF and asked where is my cabinet. I was sure that 2 months are more then enough to get what I ordered.

• After I called CF many times they called me back and said something was wrong with the glass and they sent it back.

• August passed by.

• After many calls and speaking with many people we ended up talking with manager Lorie (sorry, if I misspelled the name). She was SO kind and taking into account that we paid long time ago offered us a discount $100. When my husband asked her to email us confirmation for such a generous offer she said “[redacted]”.

• Finally we got cabinet on October (what we paid for in May)

• When we asked how soon we can get the compensation Lorie said she doesn’t remember a thing about it.

• Of course she remembers, but she was lying to our faces.

• THAT’S HOW COLEMAN FURNITURE LOVES THE CLIENTSDesired Settlement: Promised compensation for five months of waiting.

Business

Response:

[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