Coleman Furniture

Review: I ordered a couch and loveseat in May 2015. In August it was finally delieverd and couch was broken. The coleman Furniture rep told me to refuse it and they would fix it if possible or ship a new one. I told them I didn't pay full prce for a FIXED couch I paid for a NEW couch. He said in order to cancel it I would have to pay a 25% restocking fee on their BROKEN couch. I waited MONTHS for the 1st one so I agreed to wait for another because I cant see paying 25% for something I never ad. The new couch is at the delivery company now and it too it BROKEN. They want to "FIX" it but wont have material shipped to the delivery company until the end of SETEMBER! They refuse to let us speak to a supervisor saying they are in meetings.....for months! Won't respond to emails etc. I WANT A 100% REFUND. No where can I find on their web site does it say I have to receive broken or fixed couches or pay 25% to them

Here is the latest email from the poorly trained person Jon who wont let us talk to a supervisor

Jonathan S[redacted] (Coleman Furniture)

Sep 1, 1:37 PM

[redacted]Desired Settlement: REFUND of 100% ASAP

Business

Response:

[redacted]Our manager, Cierra has spoken to this customer and expressed our apologies in regards to how things have been handled to this point. She has offered the customer compensation in the amount of $100.00 once delivery is complete. Customer has agreed to this. The material needed to restore the item has already arrived at the delivery company and will be restored ASAP and we will coordinate with the customer and the delivery company to get this resolved.Our management will take care of this order - and we will work to get everything resolved quickly and properly.Sharon M[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 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

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Sincerely,

Review: Purchased the A.R.T. Provenance bedroom set, desk and chairs last June and spent ALOT of money. Having a severe problem with the finish on these products. Oil from hands or hair make a shiny spot on the furniture and cannot remove it. Looks like someone put poly on it. This was my dream set and like I told the company, it is a nightmare. Emailed both companies and they just sent me their generic cleaning instructions that did nothing. This was the rest of my life set and I will not settle for an expensive product that I cannot fix. Thank you for your timeDesired Settlement: I would like both companies to realized this is a major problem and if they cannot rectify my problem, I would like my money back so that I can purchase a set that is reliable. I am a reasonable person and would hope the companies are and will just not blow me off about this problem.

Business

Response:

[redacted]Customer received this delivery in July of 2014 delivered and signed for in perfect condition in room of choice. In March of 2015 they advised us that this item had started to discolor. We submitted to the manufacturer for cleaning recommendations and warranty availability. They advised this was not covered under warranty as it would be considered normal wear and tear and that the natural oils from the customers hands and hair would affect the finish this way. We provided cleaning instructions to the customer but she wants replacement items.We have fully filled the order correctly and followed through with customer as needed.At this time there is no more that can be done for this customer.

[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:

[Your Answer Here]I have many pieces of nice furniture that I have had for years and touched them and leaned on them and NEVER had any problems with the finish. There is definitely something wrong with the finish on this furniture made by [redacted] and sold by Coleman's. They keep sending me cleaning instructions that DO NOT work. I have offered to send them an arm from one of the chairs. for them to personally see the problem, but they do not seem to care. They said it was normal wear and tear. IN less than 1 year!! I live alone and take care of my home and its belongings. I feel that I am trapped with furniture that no one seems to care about even seeing that this is not fixable by me. Please keep me informed so that I know what steps I can take to recity this problem. I realize that online companies deal with alot of people, but isn't there a way or someone that could at least come and look at my set? This ordeal makes me realize that maybe Coleman's doesn't care about one customer because never once have they pushed to make a real effort other than cleaning instructions that I explained do not work. Thank you for your consideration about this problem

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Sincerely,

Business

Response:

[redacted]We are committed to taking care of issues - but our responsibility was to deliver the furniture in perfect condition, and to address any warranty claims with the manufacturer.We have covered everything possible on our end for this case.[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:

[Your Answer Here]As I have said before, I realize it is not Coleman's fault that problems have developed with the finish on my furniture even before a year is up. I do feel however, that they should have their client's interest first. They did not know as I also did not know that problems would develop, but I think that they could also stick up for me with [redacted] furniture. This is not a cleaning issue and never has either company even wanted to look at the physical set even though I offered to send them the arm of a chair to see what I have been complaining about. Do not know why the manufacturer will not deal with me directly. Hope this mess will be resolved. Thank you for your time..

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Sincerely,

Review: Upholstered faux leather chair was first delayed, then when it was finally delivered there was a foul smell. Contacted the company the same day and over and over again they promised to get back to me regarding compensation. This has been a nightmare dealing with this company and getting any kind of help from them, and when I reviewed them online they LIED and said they DID offer compensation and that I contacted them "well after" the chair was delivered. This process has been over 5 months now, as I ordered the chair July **, 2013.

7/**/13 - Ordered chair online. Delivery was supposed to be 2-4 weeks.

8/*/13 and 8/**/13 - Contacted customer service about expected delivery for chair. Kept getting promise of delivery within a few days.

8/**/13 - Chair finally delivered. No damage, but after the delivery men left I noticed it had a foul smell. Contacted Coleman Furniture immediately. [redacted] with "customer service" replied saying she was sorry and that she would get back to me by the end of the day regarding compensation for both the delay and foul smell.

8/**/13 - Sent [redacted] a follow-up e-mail as I did not receive a response. Still did not receive a response.

9/**/13 - Sent [redacted] another follow-up e-mail about compensation. She finally replied stating she would get back to me by the end of the day (again).

9/**/13 - Received an e-mail from [redacted] saying she was waiting for her manager to get back to her about compensation and that I "had not been forgotten." (She never got back to me.)

11/**/13 - Sent a follow-up e-mail to [redacted], '[redacted] and '[redacted] stating how disappointed I was in their company for not getting back to me as promised. ([redacted] was the one I had contacted in between ordering and delivery to find out the status of delivery.)

11/**/13 - [redacted] replied stating [redacted] no longer worked in customer service and she would be handling my complaint. However, [redacted] also replied stating she was sorry for the lack of communication and that they'd like to offer $65 for everything. I replied to her, [redacted], and '[redacted] (someone in accounting perhaps?) saying it was going to cost $160 to get the chair cleaned, so I would like a refund of $160. After the delivery delays, the horrible smell on the chair, and the horrible customer service, this is the LEAST they should offer!

I e-mailed the cleaning quote for $160 to both [redacted] and [redacted] per their request.

11/**/13 - Coleman Furniture posted a reply to my negative review on [redacted], lying about the situation. (My review was posted 11/**/13.)

Rating 1/5

posted Nov-**-2013

"Horrible service! Ordered a leather chair that took a couple of weeks longer than promised, then the chair arrived and had a horrible smell. 3 months later and this horrible company is STILL giving me the runaround about compensating for the smell to get the chair cleaned!"

colemanfurniture, Coleman Furniture rep has responded

“This customer was notified of her slight delay. We had heard about her "issue" well after is was delivered and signed for clean. In order to accommodate, we offered compensation which was turned down by the customer. We are currently waiting for her to accept the compensation if she chooses to do so.”

11/**/13 - forwarded this dishonest response to Coleman Furniture ([redacted], [redacted], [redacted]) stating it was disgusting that they would lie in their response to my honest review. [redacted] replied stating "We don't refund customers for costs spent on issues noticed after delivery. If it was refused on delivery or written on the BOL it would have been a different story. After it is signed for clean, we are not responsible for what happens after. If it is under warranty it would then be a warranty issue." This is a COMPLETELY DIFFERENT type of response they have been giving me.....promising me compensation and to get back to me.

I also purchased the chair under the "BuySafe" guarantee, thinking I was covered by a third-party guarantee service for my purchase. The only problem with this "guarantee" is it's only valid 30 days after purchase. This company took 40 days just to deliver the chair.Desired Settlement: I want $160 refunded to my card, to compensate for professional cleaning of the chair to remove the smell.

Business

Response:

[redacted]

I have reached out to this customer via email, and will be calling later today, to once again apologize for the headaches and lack of communication, and to advise that we will be increasing our maximum amount on the compensation to $110.00

The customer is responsible for notating any issues at the time of delivery on the Bill of Lading. Once this is completed and signed for in perfect condition, and agreeing that the customer has inspected the items, the manufacturer and the delivery company do not take responsibility for any issues. We have been working with this customer, and are committed to wronging the fact that the customer had to send in multiple requests that went unanswered. We are therefore able to compensate $110.00.

I will speak to the customer, and if we can come to an agreement, I will have this credit issued today.

Review: On 8/**/15, we ordered a Lane Stallion Praline Recliner from Coleman Furniture for $719.00. Shipping & Handling totaled $0.00. Grand Total = $719.00. On 9/**/15, at the time of delivery, it was clear that the recliner was defective. The delivery company delivered the recliner in pieces, and could not fit the pieces together for over 20 minutes. They had to force the pieces together and stated "I hope you are not moving anytime soon" as the recliner was clearly stuck in one piece at this point. After this, the footrest of the recliner would not lift when the handle was pulled. My husband is a strong man, and had to pull with both arms to lift the footrest. I was not able to lift the footrest at all. Additionally, the cushion of the recliner was so hard that it seemed to have been overstuffed and there was a fabric flap on the chair that was torn. For these reasons, as the recliner was defective, we refused delivery and immediately called Coleman Furniture. Over the phone, Coleman Furniture sounded as if they wanted to resolve the issue, however we soon received a follow-up email stating that we had refused the furniture due to "an overstuffed cushion" which was far from the truth. We have since been told that the recliner is not defective or damaged in any way and that we must either pay for return shipping and a hefty restocking fee (and only receive as a refund $370.25 of our total $719) or we must pay another $160 to have the same chair delivered to us again. Coleman furniture has provided us with pictures of the chair, which show only that the chair is intact, not that the chair is functional (which it clearly is not) and they have not included pictures of the torn fabric flap on the chair. At this point, we are deeply concerned that Coleman furniture has intentionally provided us with damaged or defective merchandise as a means to collect additional money in the form of delivery and restocking fees.Desired Settlement: Our desired resolution is to receive the recliner that we have already paid for in working order (either repaired or replaced) at no further charge to us. Additionally, if further contact with Coleman furniture is required, we would like to speak directly with a manager to resolve this issue. If possible, we would prefer to have contact only with the Revdex.com mediator.

Business

Response:

[redacted] National Moving, the local delivery partner will have the technician look at the item again. They have looked over the order and have not been able to find any tears in the item. They also advised that the mechanism works fine. They will be creating a video showcasing this.We can offer to waive re-delivery fees to help get this resolved and delivered to customer in perfect condition. Sharon M[redacted]

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 have not yet received the recliner so I am unable to confirm that it has been repaired and is functional or without defect. I am agreeable to the businesses proposal of waiving the re-delivery fee and having the recliner redelivered to me in working condition at no additional charge. If the moving company was able to repair the recliner during dissassembly or reassembly and it is currently in working order, I am ready to arrange a date and time for delivery. After delivery, I can update all parties and confirm the condition of the recliner.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] Customer is scheduled for delivery today 11/* for a full white glove delivery and setup in room of choice. We hope that this will resolve all outstanding issues. Thank you Sharon M[redacted]Coleman Furniture

Review: I was looking for a sofa & had seen this particular sofa on another website. After doing a little more searching, I found the exact sofa I had been looking at for discounted price on Coleman Furniture.. I did have some concerns so I contacted the sales department & spoke with one of the salesman to verify that the pieces hooked together. I have hardwood floors & didn't want a sofa that would be sliding around all the time. The salesman assured me that the pieces did hook together. I specifically said to him that it does show that in the picture & he told me that it was under a flap of material. A few days after speaking to the salesman I placed my order. I waited almost a month for my delivery which is why Coleman Furniture says they can sell so much cheaper than other companies.

When delivery day came on September [redacted], the delivery guys brought the sofa in & the 1st thing I noticed was there were no flaps of material hiding the hooks. I had the delivery guys check also & they didn't find any hooks either. I tried to contact Coleman Furniture while the delivery guys were here, but Coleman Furniture was closed for some holiday. I did not want to take possession of the sofa since it was not as I had been told, so I did not accept the delivery. I did however accept the remainder of my order.

On September [redacted] I again placed a call to Coleman Furniture & spoke with Jonathan. He told me he would have someone call me back. I didn't receive a call back.

On September [redacted] I placed another call to Coleman Furniture & again spoke with Jonathan. This time he put me through to Nicarla. I explained what had happened & Nicarla said she would have to look into it & would call me back. I asked her if she was going to call me back that day because I had been told someone would call me yesterday & never received a call. Nicarla said Jonathan did not give her the message the day before & she would call me back that day. I didn't receive a call back.

On September [redacted] I placed another call to Coleman Furniture & spoke with Jonathan. He placed me on hold, then came back & said Nicarla was in a meeting, but Nicarla said to tell you she is working on your problem & will call you back. I never received a call back.

On September [redacted] I called Coleman Furniture & once again they were closed for observance of Yom Kippur.

On September [redacted] I called again & was finally put through to Nicarla. Nicarla said the manufactures had decided this sectional didn't need the hooks so they quit using them. When I questioned why the salesman gave me incorrect information, she said this happened the day after I spoke to the salesman, so he probably wasn't aware of the change. I'm not sure how she could know this since she didn't know when I spoke to the salesman. Nicarla said she had located the sectional hooks, that I could buy them & they would reimburse me. I told her I didn't want to buy anything else, so Nicarla said the only other option was to return the sofa & I would be charged 25% ($187.50) restocking fee & return shipping cost ($193.00). I will receive a refund of $369.50 on a $750.00 sofa.

I have sent an email to Nicarla to find out why I have to buy the hooks & then be reimbursed, why Coleman Furniture can't buy them & send them to me or the delivery company. I haven't received a response yet.Desired Settlement: I feel the only acceptable outcome would be a complete refund of the money I paid for this sofa. I did my part by contacting their salesman who gave me incorrect information before I placed my order. If their salesman gives incorrect information, then it should be on the company, not the buyer.

Business

Response:

[redacted],The sectional delivered to the customer was as sold and as advertised on our website. In regard to connectors - the manufacturer no longer provides them, and this isn't listed in the description. We are willing to work with customer to offer a 100.00 discount on the order - and customer can get connectors added if they would like. We are committing to getting this corrected so that customer can find resolution in this.Sharon M[redacted]Coleman Furniture

Review: I ordered furniture that was delivered on 8/** ( paid in full 7/**/2015) the delivery med showed up with NO tools, tried screwing the hardware in by hand and said it was all set and wanted me to sign off. I saw all the screws sticking out and questioned it. They told me they had no tools that they could come back another day. I let them use tools of my husbands and they tried tightening the screws to discover they had the wrong hardware. I called Coleman Furniture and explained the situtation, the manager Eric did not seem too concerned or helpful. I furhter inspected with the delivery men that there were 3 deffects in the wood of the furniture of which photos were taken and sent to Coleman Furniture. I was told that new hardware would be sent priority and they would send out aa technician asap to put the furniture together and inspect and take care of the defects. I told Coleman Furniture that I needed this completed asap as I had company coming in from out of town and needed this bedroom furniture. Days went by and I heard nothing. I was notified on 9/* that the hardware was sent via regular mail and was sent to the wrong address. I told Jon the representative that called that I was very dissatisfied and just wanted my money back and he stted that there would be a fee. He told me that they would send the hardware priority and get a technician out as soon as it arrived. I told him I wanted to speak to a manager. I received a call on 9/* stating the hardware was sent regular mail and would be there in a few days. Seriously, this company has had my money since 7/** and cn not even send the hardware via [redacted]. I told Jon once a gain that I wanted to speak with a manager that I did not want the furniture and wanted a full refund or at the very least a credit for my time and inconvenience. Today 9/** I received a call once again from Jon ( not a manager ) that the hardware was sent and I would see it in a few days and once it arrive they will schedule a technician. He also mentioned they would give me $50 credit for my trouble. I hae had enough, I want a full refund, I do not want this furniture. I can not get a mangager to call me to resolve this. I do not want to do business with this company I just wnat my money back. Please help!! Thank you Jeanne Neumeier [redacted]Desired Settlement: I just would like this furniture picked up and a full refund given on the bedroom set.

Business

Response:

[redacted]We spoke to this customer, and agreed to settle the dispute with a $250.00 refund. We will also be sending a technician to assemble the bed and be ordering a new headboard, sleigh rails and one night stand.This should resolve all open issues on this case.Sharon M[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 have been in contact with Coleman Furniture and we are in negotiations however, this has NOT been resolved and the case should not be closed. Should we come to a resolution, I will notify you immediatelyThank you[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

The situation is not resolved because the company has to replace the damaged pieces ( headboard, both side rails and nightstand) which I have been to have been ordered. I let them know I need this furniture by 10/* or I need a full refund as I have company coming in from out of town and I need bedroom furniture. If this furniture is not received by or before 10/* I will need to purchase furniture from another company. Coleman furniture can not guarantee delivery just stated they will update me with estimated dates. They also will not agree or confirm I will receive a full refund which is what I have ask for now for weeks. This company had had my payment in full since 7/**. I have been more than flexible and I have tried to work with this company. Like I said if I do not receive this furniture by 10/* I DO NOT want it and want a FULL refund

Business

Response:

[redacted]Ashley should be delivering this furniture in the next few days. The hub will deliver as soon as possible. We will update as of next week when we are able to confirm a delivery date.Sharon M[redacted]Coleman Furniture

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.

I recently ordered a piece of furniture November [redacted], 2014. I still have not received delivery of the furniture. It is being held up by the delivery company who is claiming I am a remote location. I'm so remote that I have been to the delivery company's city twice during my normal commute. I did have to cancel delivery on the initial deilvery becuase they were a week late and I had to go this thing called work. When I returned I contacted the delivery company who informed me that they would contact me with a delivery time. A week went buy and nothing. I finally decided to return the product. Coleman Furniture informed me that I would have to pay a 25% restocking fee. Don't buy anything from this company, if there is a scratch upon delivery you will have to pay 25% to have it returned. When you call that is the first thing they mention. They obviously don't carry anything in stock nor do they want to. There are many other much more reputable companies that you could easily purchase furniture from that don't charge an unheard of 25% for something that is no longer needed or can't be delivered because someone is too lazy to drive 90 minutes.

Review: Today (** March 2015) I called Coleman Furniture and asked the assistance what is the status of my refund due to the dining room chair I received was broken due to shipment or other reasons. I have had the chair picked up from my residence about 2 weeks ago. I have not yet received any emails or phone calls in regards to this. In addition I have sent three emails and received no reply. The assistance today promise me I would receive an email today before 6:00 pm in regards to this. I have not received anything and the customer service is not closed. I paid a total of $199.00 for the dining room chair but is only receiving $149.00 back due to restocking fee. I am wanting at least a logic reply and a refund back as soon as possible.Desired Settlement: I am wanting my refund as promised of $149.00.

Business

Response:

[redacted] has been refunded. We apologize that he did not get the email on the [redacted] as expected, but have since replied to him with confirmation of his refund. This should close out the issue for the customer.[redacted]Coleman Furniture

Review: I purchased a living room set from Coleman Furniture (Previously known as [redacted] furniture) and we purchased the extended warranty. Unfortunately the furniture broke, but it was covered by the warranty. We have $3368.00 from the warranty company to purchase new furniture. We picked out the new furniture and was informed we would have to pay $500.00 in shipping. The Coleman web-site very clearly states FREE SHIPPING on ALL ORDERS! It does not distinguish between a warranty replacement or a brand new purchase. Virginia (###-###-####) at Coleman Furniture works in the warranty replacement section. She stated to me that the free shipping does not apply to warranty orders.

I have always understood that what ever the advertisement stated is what the retailer is bound by. I would love to get this resolved. All I'm asking is that Coleman Furniture honor what is on their web-site afar as free shipping.

I cut and pasted the information from the Coleman Furniture web-site.

###-###-####

U.S. Based Customer Services

Free shipping! On all OrdersDesired Settlement: Coleman Furniture should honor their advertisement for free shipping.

Business

Response:

[redacted]When customers receive a replacement through the protection plan company, they are responsible for paying the shipping, much like with the manufacturer warranty. Montage Services pays up to $100.00 towards their shipping costs, but the remainder the delivery company charges is not covered. These are actual charges that we get charged, and are not marked up at all. We delivered furniture in perfect condition, and the shipping charge is for a replacement item that the protection plan company is paying for the customer.[redacted]

Review: On 1/**/2015 I ordered an alliston durablend chocolate right arm facing sectional from coleman furniture. BEFORE ordering the product I called the coleman customer service number [redacted] to clarify the specifics of the product before ordering. I asked about the Right arm vs. Left arm facing sectional and the product dimensions. The representative explained that Right arm refers to the Right side while facing the couch. I asked for clarification on the dimensions as my space is limited. The pieces are each 86" long they are only sold as an ajoining set so the dimensions are 86" X86. She confirmed this was correct and if I could fit 86" in each direction, it would fit. I questioned the overall measurement and I was told that is the overall seating area space in footage. This was exactly what I needed so I ordered the couch on line. No where in the purchasing process is the refusal of the product or the return policy visible. My credit card was charged 3/*/2015 for 1157.11. The couch was delivered 2/**/15. When the delivery was attempted I saw the dimensions were way off. Each piece being 86" does not account for the piece it attaches to, and apparently the overall measurement does not refer to the overall seating space in footage. When I saw the size of the couch, I had them put it right back on the truck and refused shipment. I refused to sign the paper saying it was delivered and I refused to sign the paper under it saying I am aware of a 25% restocking fee, as well as shipping which IS clearly labeled free all over their website. Immediately, while the delivery men were there, I called coleman and spoke to [redacted], who is the supervisor, to inform her what occurred. She was not surprised, nor did she give any words to express this was an unusual occurrence or that she cared. She would not take any responsibility for the misinformation given to me by a representative of the company prior to ordering the product. When I inquired who her supervisor was, she informed me the only one above her is the [redacted] of the company who does not speak to customers or get involved with customer service issues at all. She told me they are not responsible for any information given out by their representatives, and the policy was clearly written for me to see prior to purchasing and that I agreed to these terms. After this conversation, I went back to the ordering page, and from this page when you click the return policy you get a sorry nothing found 404 message. I verified this 3 different times. No where in the ordering process did I initial or acknowledge these policies which are not like any company I have ever ordered from in the past.

There are several unethical complaints here.

False advertising.

Free shipping is all over their website and ordering page.

No Sales Tax again all over their site, my sales tax 94.

Satisfaction guaranteed. Clearly it is not.

The other most important issue is that This supervisor acknowledged that I spoke to a customer service representative for clarity before purchasing and I was misinformed on the language they use in the measurements and refused to take any responsibility for this. The dimensions were not 86X86 and that the overall measurements was the seating space or square footage.

The next day after refusing shipment of a product not as described, I got an email asking me to agree to a restocking fee of 289.28 AND a shipping charge of 175.52. I was offered 1 day of the entire month of which their designated shipper is in my area, I took off from work to accommodate the shipping schedule and I am being charged 175.52 to refuse a shipment with free shipping?!Desired Settlement: I want the full amount refunded to my credit card.

Business

Response:

[redacted]We are truly sorry that [redacted] is unhappy. However, we do have clearly outlined policies that are followed in circumstances such as hers. Our terms and conditions state "Always measure the space you plan on placing your new furniture to make sure it will fit prior to placing an order. If an item does not fit in a customers home and needs to be returned, customer will be charged a 25% restocking fee as well as round trip actual shipping fees incurred by Coleman Furniture. If multiple delivery attempts are made, the customer will be responsible for all delivery costs after the initial attempt.?"In order to place an order, the customer must agree to the terms and condition which are posted on the checkout page (please see attached picture). ?These are listed on the same page - there is no link that the customer would have to click on to find the terms.?[redacted] is being refunded as per the conditions she agreed to. Alternately, we can arrange for re-delivery to her home or another local address.?[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:

Coleman furniture is conducting fraudulent practices where they are clearly benefiting from misleading customers. They are giving wrong information to result in a purchase, any return or refusal will give them half of their money plus their merchandise. No one from Coleman will acknowledge, refute or take any reponsibility for the misinformation regarding the measurement description of their merchandise which was directly questioned prior to placing the order. The representative from Coleman, not another vendor, told me the longest measurement for each piece was 86" and the 121" was a measurement of overall seating space. This is the issue in direct conflict which the company will take no responsibility for. When the supervisor [redacted] was notified of this at time of delivery she gave no options for resolution except for me to agree to a restocking and shipping fee. The only time this policy was presented to me was with the delivery papers which I refused to sign when I refused to accept the merchandise. This fraudulent business practice of misleading customers to purchase merchandise and taking away their right to refuse merchandise which is not as described by them without exhorbinent fees needs to be stopped. The only response I have gotten from the company is the clearly written return policy which was not visible to me until the emailed it to me after the fact. Prior to that the link gives you the attached 404 not available page. Attached is the description page, the billing page confirmation and finally the last paper asking me to sign that I am acknowledging a restocking fee and shipping charges. If it is so clearly stated and agreed upon previously why did the ask me to sign this page that I clearly refused?

[redacted] Painting Problem Solver / FAQHaving a tear in a canvas doesn't mean you need to throw the painting away, it is ... The 'secret' to repairing a tear in a canvas is to do it from the back of the canvas ... push any loose threads into place as much as you can with something small ...

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Sincerely,

Business

Response:

[redacted]Coleman Furniture does operate within certain terms and conditions, none of which are fraudulent. Neither do we misinform our customers; on the contrary, we try our best to make sure that all of our customers are given the most accurate information possible. Attached is the product drawing showing the configuration of the sectional that [redacted] ordered. This product drawing is shown on the product page that she ordered from. The furniture that was delivered is the same size as configuration as what is described on our website.In order to place an order, the customer must agree to the terms and condition which are posted on the checkout page (please see attached picture). ?These are listed on the same page - there is no link that the customer would have to click on to find the terms. Additionally, there is a link at the bottom of our website ([redacted]) which would allow the customer to view all of our policies.?[redacted] is being refunded as per the conditions she agreed to. Alternately, we can arrange for re-delivery to her home or another local address.?[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:

[Your Answer Here]

This correspondence is becoming counterproductive. What this responder fails to address is that the representative did misinformation me on this exact measurement of issue. As far as the link to the policy which was not available on the link which was also enclosed is not addressed or acknowledged. I have provided proof electronically of this activity. It is clear this company is misleading customers and attempting to retain 50 % of their money while taking back the merchandise. Please post this information for other customers who have not yet made these mistakes. I will follow up with consumer affairs and my credit card company who are credible companies who can act on my behalf.

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Sincerely,

Review: I ordered a furniture set from this company and when it was delivered there were damaged products. I was advised by the third party shipping company they use in [redacted] ([redacted].) that they would file a claim and Coleman would send out replacement goods. The delivery company wrote the damages in detail on their paper work and asked me to confirm and sign which I did. I then call Coleman after hearing nothing further to find out that their "policy" is to refuse any damaged goods (how would I know that). The delivery company is considered to speak on Coleman's behalf when delivering. I have spoke to numerous agents that refuse to let me speak with a [redacted] and till this day I have yet received a phone call back. All I am being told is that I should have refused delivery. I have spent $2,500.00 for BRAND NEW furniture and it cannot even be used properly due to the damages.Desired Settlement: I would like the product replaced or a refund.

Business

Response:

[redacted]We have repeatedly spoken to [redacted] and are trying our best to have her issues resolved. We were notified that her dresser mirror was not able to be installed at the time of delivery and there was a smudge on the top corner. The paperwork that she signed at delivery does have clear instructions about not keeping damaged items in the home, but we have been trying to make other arrangements to have this remedied. We have asked her to send us pictures to help us get this resolved and she has told us that she cannot. We have told her that we are working to have someone sent to her home and advised that we need time to make these arrangements.[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:

Still till this day I have received no communication from anyone at Coleman furniture. They have not informed me of any process that they are taking to resolve my issue. The paper I signed was a sheet describing the damages to the dresser that the delivery company had. I received no copies of any paper work they claimed I had signed. I have also explained to the reps at Coleman that I cannot move the dresser out from the wall to take pictures because I am In mid term of a [redacted] which will not allow me to move the 100 lb dresser. Today has marked a week where I have not received a phone call from a [redacted] as promised. The response Coleman has provided is nothing but a smoke screen to the issue. They delivered damaged furniture to my home and refuse to deal with it. I will be taking further legal action as I promised the last rep I spoke with earlier this week when I advised if I had not heard from a [redacted] by end of Friday business.

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Sincerely,

Business

Response:

[redacted] was refunded the purchase price for the dresser and mirror. There was a discount applied to her order, and a percentage of the discount was applied to each item on the order. We apologize again for the inconvenience that [redacted] has dealt with, and made sure that she was refunded as quickly as possible.Thank You![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:

Pathetic..... My credit card is taking care of it. Ill get my money back.

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Sincerely,

Review: I ordered a living room set in July and added a matching recliner to the order. The furniture was delivers in a timely manner and the communications updates from the company were excellent. However when the furniture was delivered, the recliner turned out to be defective. It has a very obvious lean to one side and the recliner is locked up and won't recline. I refused the deliver of the recliner and I went to get a camera so I could document the damage. By the time I returned the delivery company had left and was pulling out of the driveway. I immediately called the driver and was told that there was nothing they could do and I would have to call the company on Monday. I asked him to return and pick up the recliner and he refused. I immediately sent Coleman an email about the situation and they got back with me on the next business day. They told me that since I had signed the delivery paperwork, there was nothing that could be done except executing a warranty claim for repair. I told them that I had not signed anything, and that since the recliner wasn't advertised as being damaged or reconditioned, that I would not settle for repair of the item. On top of that, the company wanted me to obtain and pay for the repair, then submit for reimbursement. At some point in the first few emails, I was provided with a copy of the signed delivery paperwork. Not only were the signatures not mine, they were not even close or similar. I then provided copies and examples of my signature and even a copy of my drivers license and apparently this still is not good enough, as my request for replacement of the chair has been declined. I was told they would be more than happy to submit a warranty claim but they acknowledged the fact that I had already said no to warranty work, and if I insisted on a replacement, they said it would possibly cost me additional out of pocket expense. I once again stated that this was not acceptable, that I had not purchased damaged merchandise.Desired Settlement: Either replacement of the recliner with a new, undamaged one or full refund of the purchase price for the recliner.

Business

Response:

[redacted]

Making sure that each customer receives their furniture in the proper

condition is of the highest priority at Coleman Furniture. We ask that

each customer thoroughly inspect everything receive and sign delivery

paperwork confirming that all items are in good condition.

The customer did contact us as he says. We did advise him that according to

his delivery paperwork, the recliner was received in good condition. He

responded that he never signed the paperwork and that the delivery team

left without the recliner, which he intended to refuse. We value our

customers highly and we followed up to the fullest extent of our

abilities to answer the customer's complaint.

The delivery company has rebutted that the delivery paperwork was signed by

the person accepting delivery, that there was another person present at

delivery with [redacted], and that if the signature is not correct, then

it is probable that the person signing was the second man present at

the time. Ultimately, the customer's allegation that the signature was

falsified is one that we cannot settle.

We did offer to have the issue that he advised us of addressed via the

warranty; he declined. As a show of good faith, we would be willing to

have the recliner picked up and addressed at the delivery company in

accordance with our normal operating procedures.

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:

First of all, my transaction was between myself and Coleman Furniture and no other parties - yet Coleman Furniture keeps pointing the finger to the delivery company. What goes on between Coleman and the delivery company is their business and not mine, nor should it reflect on the fact that a defective piece of furniture was delivered to me, a piece of furniture that was purchased from Coleman Furniture, not purchased from the delivery company. In good faith, I made a purchase from Coleman, submitted a payment to Coleman and Coleman took the payment. Fact of the matter is, a defective piece of furniture was delivered and was not in good condition, nor did I sign or authorize signature of any paperwork stating the furniture was in good condition. In fact, as soon as I returned and discovered the delivery company had left, I called the truck while it was still on my road, and they were the ones that told me to call in and make a report, leaving me to now wonder if they knew that there was something wrong with the recliner.

To be totally clear, at this time, I am not rejecting Coleman's response, but would like clarification on this part of their response....... "As a show of good faith, we would be willing to have the recliner picked up and addressed at the delivery company in accordance with our normal operating procedures." If someone could clarify exactly what this entails, it very well may be acceptable.

Sincerely,

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Sincerely,

Business

Response:

[redacted]

Because we do need to assess the furniture that [redacted] currently as in his home, it would not be possible to give an accurate determination on the time frame required to have it fully restored. We can and will keep him updated as to what steps are necessary, and give him our expected ETA at each stage of the process.

The After Care department is aware of [redacted]'s issue and is able to assist him. If he would like one contact, he can reach out to the department head, [redacted] at [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:

[redacted] - [redacted] or someone at Coleman furniture has got to be able to give me a maximum time that will be allowed for the repair and/or replacement of the nonfunctional recliner that was delivered to me. I am not asking for an exact date and time, I am only asking for a time frame or a maximum time that we can both agree on for this process to continue and be completed. At this point, I am tired of going back and forth, and this will be my last request through this venue as we are now over 2 months into this issue.

Sincerely,

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Sincerely,

Review: I made an order online and purchased the sectional for $2999.99 on February **, 2014. It was delayed with delivery I got it on May,* 2014 and I got wrong part. The company admitted and promised to replace the armless chair with armless recliner. Now they telling me it was there system error and I ordered armless chair instead the armless recliner. They are refusing to take the sectional back and consist on delivering the armless chair. ---------BeforeHello,Thank you for contacting us - We are very sorry that you that there were issues with the delivery you received Saturday, May [redacted]. From our conversation, we understand that you are missing an arm-less recliner and the console was damaged.---------Now [redacted] (Coleman Furniture) May ** 11:29 AM Hello,I attempted to place the order for the recliner as your requested. However, the order cannot be placed. The SKU numbers, pricing, and description for this sectional that you ordered have changed since the website was updated, and is not the same as when you ordered. We filled your order as it was placed, for two arm-less chairs. At the time of your order, that is the only way that this sectional was offered.Desired Settlement: Please help me get my money back or get all parts of furniture as used to be advertised on their website.Thanks!

Business

Response:

[redacted]

Customer ordered a sectional including 2 armless chairs. Order was placed online by customer - and we filled the order with this configuration. Please see copy of order below (the skus on the product include 2 armless chairs). On the product listed the base price includes 2 armless chairs as you can see here: [redacted]

Order was delivered as ordered.

Your Order #[redacted] (placed on February **, 2014 10:36:35 PM EST)

Billing Information:

Shipping Information:

Shipping Method:

Free Shipping - Free

Part Number

Product Image

Product Name

Price

QTY

Total Price

Casa Mollino Square Occasional Table Set

$1,413.00

1

$1,413.00

Set Includes

1 x Casa Mollino Square Cocktail Table $519.00

Set Includes

1 x Casa Mollino Square End Table $379.00

Optional Pieces

1 x Casa Mollino Console Table $515.00

Elemen Harness Right Arm Facing Power Reclining Sectional

$2,999.00

1

$2,999.00

GBS

GBS 5-Year Premium Protection Plan COVERS ENTIRE PURCHASE

$99.00

1

$99.00

Subtotal

$4,511.00

Shipping & Handling

$0.00

Discount (newcoleman)

-$225.55

Grand Total

$4,285.45

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:

[Your Answer Here]

My items is not delivered since 02/**/2014. I got some parts on May,[redacted] and email for them on May ** at 05:56 PM

[redacted] (Coleman Furniture) May ** 05:56 PM

Hello [redacted],

[redacted] is not available, but we wanted to make sure that you got a response before our office close tonight.

Your tables have arrived at the warehouse and are being inspected; once they pass inspection the delivery company will call you to set up delivery for the remainder of your order.

We would not be able to authorize a pick up of the sectional unless you confirmed that you wanted to go ahead with a return according to the terms and conditions that you agreed to at the time of order (See here: [redacted] ) In this case you would be responsible for actaul round trip shipping charges and a 25% restocking fee for the sectional.Alternately, I do know that [redacted] authorized a compensation of $100.00 for you if you accepted delivery of the rest of the sectional and the remainder of your order. If you do want to return your sectional, please let us know and we can advise you of the exact charges. Otherwise, we'll make sure that the delivery company gets you set up for delivery as soon as possible.Thank You,[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

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:

[Your Answer Here]

I got badly repaired console and I just discovered I got defect

on sofa table. Also I didn't get any compensation of $100.00 (if I excepted the

sectional configuration as is) based on their email. See below

?

[redacted] (Coleman Furniture) May ** 05:56 PM Hello [redacted] is not available, but we wanted to make sure that you got a response before our office close tonight.If you forward any documentation showing a different set of SKUs, we will gladly have it reviewed.Your tables have arrived at the warehouse and are being inspected; once they pass inspection the delivery company will call you to set up delivery for the remainder of your order.

We would not be able to authorize a pick up of the sectional unless you confirmed that you wanted to go ahead with a return according to the terms and conditions that you agreed to at the time of order (See here: [redacted] ) In this case you would be responsible for actaul round trip shipping charges and a 25% restocking fee for the sectional.Alternately,

I do know that [redacted] authorized a compensation of $100.00 for you if you accepted delivery of the rest of the sectional and the remainder of your order. If you do want to return your sectional, please let us know and we can advise you of the exact charges. Otherwise, we'll make sure that the delivery company gets you set up for delivery as soon as possible.Thank You,[redacted]

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Sincerely,

Business

Response:

[redacted]

We told [redacted] we would compensate him once the order was completed. We received that confirmation from the delivery company yesterday and the refund to his Paypal was processed today. The BOL is clean for his recent delivery on 5/**. Refund was processed so this should close out all issues in this order.

Coleman Furniture

Review: I was super excited about this purchase as it was going to allow my wife and myself to open up our one bedroom into a nursy and we would use this as a bed for ourselfs (I called Coleman before we bought it and verified we could use this regularly) I looked around and found this to be a decent couch/ sleeper and was willing to pay a little more than competitors because there was no tax and the shipping was included. That said I have noticed issues first the men who came and delivered my couch wanted me to pay them extra to remove my old couch and looked to be drug addicts which bothered me allot considering Coleman said they were professionals but aside from that small aspect ill move on to the couch its self. The couch at first seemed amazing and I loved sitting in it and seeping on it however within a two week time frame the couch started to sag anywhere I sat in it and I am using pillows to sit on in order to not feel like I am sinking into the couch. I have noticed also the staples holding the material are coming out! This is a serious health hazzerd to my current one year old daughter not to mention poor craftsmanship. The front part of the couch is cracked in two to three different places. The last thing about this couch that has really gotten to me is the sleeper angle of it, I was convinced to buy this because it said Memory foam but in all reality it is more like mattress padding with a hint of foam but what really gets to me is the coving layer on the mattress is moving and is already developing holes because of the couches frame. I have contacted the warranty department and I was told they would cal me back on Tuesday...its now Friday and no response, I even replied to the e-mail with the pictures and documentation they asked fore and I still haven't gotten a response back. I am sad to say I will be filling a report on the Revdex.com and other review sites.Desired Settlement: I would like them to either repair the couch, replace the couch or refund me the money. I need a sofa sleeper so my ideal situation is a compleate repair or replacement!

Business

Response:

[redacted]Our After Care supervisor Eric spoke with customer Monday 7/** and advised him of the technician assigned, and date of tentative appointment being 8/**/2015 with the option to call them to try to re-schedule. We ordered parts as documented and told him about it as well. He was thankful and did not mention anything about a Revdex.com complaint posting. We have ordered the necessary parts to resolve the customer issues reported with their sleeper sofa, and have assigned a technician to address and install the parts. The agent assigned to their Warranty claim was traveling from New York to Florida and did not have internet access to provide an update to the customer, however the agent made contact with the customer the following business day. The repair plan of action was agreed upon with the customer and the follow up on parts will occur within 2 weeks from 7/**/2015, on or by 8/*/2015. This was communicated to the customer verbally and in writing on 7/**/2015.Additionally, our delivery services do not include removal of existing furniture, as this is not part of our sale and delivery process. We do not haul away old existing furniture nor do we advertise that we will offer this service.Sharon M[redacted]Coleman Furniture

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: I purchased a leather sofa and recliner from Coleman. There were a few minor tears in different areas of the sofa. They offered me $175 but said the warranty I purchase would not cover the repairs if those tears grew. I agreed to have the furniture repaired instead. The repairs are NOT up to standard. Some parts of the sofa are very loose, while others are so tight the back and bottom of the sofa does not meet. I inquired about it to them and their response was, "At this point, we have conferred with the manufacturer regarding your recent pictures. It has been determined that the furniture is up to 100 % manufacturer standards." I would love to include pictures in this complaint because there is NO WAY the sofa is up to manufacturer standards!Desired Settlement: I would like the sofa to be replaced as I do not feel another repair will correct the problem. Even the repair man was shocked that because so much needed to be done to replace the leather, they didn't just replace it.

Business

Response:

[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

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:

The repair made it look worse than the original. I am simply asking for the repair to be done again OR replace the couch. The pictures attached show the poor work done by the technician. And no one contacted me with a $100 compensation after I complained about the repair.Thank you.[redacted]

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Sincerely,

Business

Response:

[redacted] We are committed to correcting this issue, and as customer confirmed, we are sending over another medic to resolve. Sharon M[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:

If I "accept" Coleman's response then it states that the issue has been resolved. I had to check "decline" only because that's the only other option. It also states that I MUST respond so I wasn't quite sure what to do. As stated by both myself and Coleman, we look forward to getting the issue resolved once the proper materials are sent and then repaired. Thank you[redacted]

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Sincerely,

Review: We purchased a bedroom furniture set from Coleman Furniture (a Renegade Furniture Group company) on 7/**/2015. Upon delivery of the furniture, the furniture was damaged and defective. The furniture had "white splatter" marks on the feet and backs of multiple pieces, black marks engrained in the wood on all of the pieces, and several pieces had wood splinters breaking off the backs of several pieces. The "white splatter" marks appeared as though someone had taken white paint or some other product and spilled it onto the furniture. After inspecting the furniture, as the delivery company was unloading it from their truck, I refused the entire order. The delivery person himself noted that he would not accept the furniture in its present condition. I took multiple pictures, as did the delivery person. As previously stated, I never took possession of the furniture.

For the past month, I have been dealing with Coleman Furniture in an attempt to resolve this issue. Initially, I was willing to accept an exchange for the furniture but now, after dealing with them for so long, the only resolution to this issue is a FULL refund for the amount that I paid. Coleman Furniture is unwilling to give me a full refund. They will only refund me the amount minus a 25% restocking fee and "round trip shipping charges." This 25% restocking fee and shipping charges amount to approximately $1,200. This is unacceptable that this company thinks it can charge it's customers restocking fees and shipping charges on products that are defective/damaged. Coleman Furniture is claiming that the manufacturer "intended" for furniture to look this way. I find it hard to believe that the manufacturer intended to leave white splatter marks, excessive black marks, and wood splinters. I have requested a copy of the delivery person's report and they have not provided it.

After conversing with Coleman Furniture via e-mail and phone multiple times, they are unwilling to budge on the 25% restocking fee and shipping charges. They have agreed to refund me everything but the restocking fee and shipping charges. I will only accept a full refund. I am disputing the amount of the 25% restocking fee and shipping charges via my credit card company.Desired Settlement: A FULL refund due to the fact that they delivered a defective/damaged product.

Business

Response:

[redacted]This customer ordered a bed from [redacted] and refused it upon delivery. The items had a white washed look to it and the customer feels that it is not correct. The manufacturer has been contacted and verified that the item is within manufacturer specifications. The customer does not want to accept that. The additional damages that the customer has advised about in the Revdex.com complaint were not noted or revealed to us.Customer has been refunded minus the restocking fee. The items are still at the local hub and we can rebill and redeliver if customer prefers.Sharon M[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 am fully aware that the furniture had a "white washed" appearance. That does not mean that the "white splatter marks" (previously mentioned) are not cause to call the furniture defective or damaged. The "white splatter marks" were very obvious and did not appear to be "as the manufacturer intended." In addition, as was apparent in the pictures I emailed to the business, there were obvious black marks on all of the pieces, obvious wood splintering on the backs of several pieces, and the above "white splatter marks." I do not understand how the this business can look at those pictures and say that the furniture was not damaged. Additionally, I had stated several times to representatives of this company regarding the details of my complaint and the damaged were clearly evident in the pictures I took. The 3rd party furniture delivery person even told us that the furniture was defective and did not look appropriate. I have asked the business several times for this delivery person's report and they have failed to give it to me.Regardless of what the manufacturer states, the furniture appeared to be damaged/defective and at the very least displayed "poor workmanship." From a brand like [redacted], we were expecting much higher quality standards. Coleman Furniture does not value their consumers and only goes by what the manufacturer states. As previously stated multiple times on Revdex.com and to the business itself, there is no resolution to this issue, other than a FULL refund. I am not willing to accept a "rebill" and shipment of the same furniture I already denied. Thank you

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Sincerely,

Business

Response:

[redacted]We had a rep as well as management from [redacted], and our delivery company manager look at the furniture and determine that it is not damaged, but was sold and attempted delivery as advertised. Unfortunately we cannot waive costs at this time.;Sharon M[redacted]Coleman Furniture

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

Review: When the first time I called (July * or [redacted] I've been promised that the bed that I was looking at will be delivered within 2-3 weeks. After I've placed an order (July **) the lady called me telling me that my bed will be delivered within 3-4 weeks! Because the bed is for the vacation rental I was worried that it won't get here on time. So I called to canceled it. A lady told me that I will be responsible for the 25% restocking fees as the bed already "on the truck going to my local delivery company" (later I found out that it wasn't the truth). But she assured me that any furniture usually comes much faster than promised time, that they say 3 to 4 weeks just in case anything will happed. She told me that the bed will be at my place by July ** (I needed it by July 22), and as soon as "local delivery" company will get it somebody will call me to schedule the delivery day. I trusted her as I was sure that she knew what she was talking about. I also thought to myself that I can always drive to the "local delivery" company and pick the bed up myself. On July * I got a call from the delivery company that appear to be in NC - it is they understanding of a "local delivery" company (I am in upstate NY). And "as soon as the truck will going my way they will call to schedule the delivery day". I asked when it can happened and a lady told me: "might be on week of July ** or July **". I called immediately to the Coleman and told them that this is unacceptable. They said that somebody will call the delivery company and see if it can be changed. No one was able to change it but I waited few more days as Coleman representative asked me to do in case truck will be going earlier. On Saturday I sent an-email saying that I am not able to wait any longer as I have people coming in a week and they paying a big money so I have to have a bed for them. So this put us in a very difficult situation as no beds was available in the area where we live so we had to drive to Vermont (2.5 hr one way) to pick up whatever they had available - it ended up being very expensive bed and wasn't even a match to the style of out house! But regardless of the lies they told me, Coleman still kept 25% of my refund.

These is outrageous and the company must refund the 25% they they kept because they misinformed me about the delivery time! I have a business to run and I would never place an order if they would tell me that it might take more than a month.

By the way, I got a call today from the delivery company (July **), that they will be delivering !!! my bed on August * !!! It is 7 weeks! I have guests in the house and I am not even able to accept the bed. I also checked the Revdex.com reviews and some people waited for their furniture for 6 to 11 months! Outrageous!!!

So I am seeking my 25% which is 126.25 that they kept because of misleading information they provided to me.Desired Settlement: Refund. The business must provide the correct delivery time so customers can made proper decision about to place an order with this company or not.

Business

Response:

[redacted]Customer has disputed charges with their credit card company, and we have been told that it will take 45 days for a resolution to be produced. Once we receive the response we can work to resolve charges with customer, but at this time, all funds have been withheld from us pending the outcome.Sharon M[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:

[The credit card company have not heard back from the Coleman about the dispute. So I am still waiting for my money to be refunded. ]

The credit card company have not yet heard back from the Coleman about the dispute. So I am still waiting for my money to be refunded.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted],As previously stated - we followed all steps on this order, and had to reroute the whole shipment. Restocking fees were unavoidable in this case as items had shipped.Sharon M[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:

[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,

Review: First, they state that they get back to you within 2-3 hours, I have waited days for a response. I originally contacted them because of a price match. I have found an item that was cheaper elsewhere that also offered free premium white glove shipping and assembly. I was informed because the item wasn't expensive enough that they didn't offer it. In that same email he stated he would not be able to quote me not knowing the item and where I was located. I responded on May [redacted] and again on May [redacted] It is May [redacted] and I have still not received a response from Coleman Furniture. This company does not stand by its policies or is customer friendly and respond to customer inquiries.Desired Settlement: I would like an email and I would like a quote given to me that is comparable to the price match that I found elsewhere which was $436 ( premium white glove shipping and assembly included in price).

Business

Response:

[redacted],

This customer didn't place an order with us. Customer wanted a price match but price match didn't fit our terms for a price match - which can be seen here: [redacted]

We conveyed this information to the customer, who was not satisfied with this information. We tried to assist customer and explain the price match but she would not accept. Please see ticket correspondence below

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:

None of those emails were sent me. All of my emails went unanswered. I did call and was told the policy, however, I sent a complaint because if you are going to price match you should stand by that. It is fine, I was able to buy the furniture from another store and got a great deal because that company actually cared about it's customers. I will make sure you to pass on my experience to friends and family.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,