Coleman Furniture

Review: My order #[redacted] (living room furniture set and TV console) was placed and confirmed on 05/**/2015.

My credit card was charged $3583 on the same week. On the next week Monday(05/**/2015) they delivered a small part of my order which was TV console ($299) with three missing parts in it. I raised a complaint with them to send the missing part, yet they have not provided me any estimate for this.

Also, for my major part of the order initially they gave a maximum estimate of 4 to 5 weeks. It is already 3 weeks and when I called to ask regarding the order status they said it might take more 4 to 5 weeks. They have already charged my account with full amount and now they are giving me reason that manufacture has not sent the delivery to delivery office (As per their policy they don't charge the account till the time manufacturer dispatch the order to delivery office).

I am very upset about the business with Coleman Furniture. No one update on any status of order and every time I call they just give some reason. I want my furniture to be delivered to me within the initial estimated time and in good condition with all its part and pieces.

Thanks,

[redacted]Desired Settlement: I want my full order to be delivered to me within the initial estimated time and in good condition with all its part and pieces.

Business

Response:

[redacted]We apologize for the issues with this order. Parts have been ordered from the manufacturer Coaster Furniture for the TV stand. Per the parts department, they will be shipping to her via [redacted] very soon. Customer was advised of this earlier today. The Ashley items have an expected load date of 6/**/15 and we advised customer of that today as well. [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:1. The estimate for delivery of the major portion of my order (worth $3200 aprox out of $3583 of total order) to my home is still unknown. They did not called and informed me. I called them today after seeing the response from Revdex.com and the latest estimate for the delivery of my order they gave is 2 weeks to end of this month. I request you to please help me get a final delivery date for my rest of the order. Every week they keep extending the delivery date by 1-2 more weeks. I am not at all sure when it would be delivered. Also I request them to deliver all the pieces unlike the last delivery and in good shape. 2. Coleman Furniture did informed me regarding the missing parts for TV console. But they did not provide me any [redacted] tracking number or estimate on when it should be delivered to my address. Request you to please help me get an estimate on this.Thanks,[redacted]

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

Sincerely,

Business

Response:

[redacted]As we advised the customer - the order is expected to ship from [redacted], the manufacturer on 6-20 and arrive at the local delivery company a couple of days later. We will keep the customer advised as the order moves along - and we remain committed to resolving all outstanding issues for this customer.We would also like to offer $100.00 compensation on the order due to the issues on this order.Please keep us informed if we can further assist with this[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. I have the furniture delivered to me. As per Coleman furniture they would refund the $100 compensation once this complaint is closed from my side at Revdex.com. So I am closing it. Request you to please forward my response to Coleman Furniture.Revdex.com, Thank you for your help in getting this issue resolved for me.

Sincerely,

Review: Ordered full size trundle bed late Nov 2014, Delivery service made 3 attempts to deliver damaged product, 1st delivery attempt head board was damaged, Second Attempt Wood was damaged on foot board, 3rd attempt foot board had paint missing. Last time was suggested by delivery person to let them assemble bed and they would go to hwd store and get touch up paint and come back and touch bed up. I told them to take everything back with them. Filled a dispute with [redacted] but Coleman replyed back that issue was resolved. Called [redacted] back and filled another dispute. Coleman wont let me cancel order so I guess they will just keep trying to send me damaged goods. If they want to keep playing these games I can keep refusing the junk they are sending me costing them money every time. I WANT A FULL REVERSAL OF CHARGES WITH [redacted]S!Desired Settlement: I want the ordered cancelled and the charge reversed with [redacted] in FULL. No partial credit or restock charge.

Business

Response:

[redacted]

We have refunded order by accepting customer dispute with [redacted]s. Refund has been processed.All issues have been solved.[redacted]

Review: Ordered an ottoman in the first week of July. It is now the last week in Aug and still have not received the delivery. My credit card was charged over a month ago. Originally they had delivered the ottoman which was damaged the first week in Aug. Sent the piece back to fix. Spoke with [redacted] and they were supposed to deliver last week (week of Aug **). Did not receive the delivery. Called back today (Aug **) and they said they would not be able to 'deliver' until the end of next week. Reason for non-delivery last week was that they did not have enough items to send a truck. Therefore if at the end of next week there is not enough items they will delay the shipment for another 2 weeks. I discussed with [redacted] that he should find another deliver company to send the product as they have already charged my card and I should not have to wait just because the specific delivery company they use will not come to my area which is Tampa, FL. It has been about 2 months with no ottoman and no credit for the charge on my card. [redacted] had terrible customer service. Was not at all understanding of my frustration. I told him that he should provide either delivery this week or credit my account or cancel the order. He said that if I tried to cancel the order through my credit card that they would 'win'. I could have purchased the piece cheaper from [redacted] but chose to spend more to go with a more reputable company, which was a big mistake. I do not recommend this company and will never purchase from them again.

Business

Response:

[redacted]

This customer's order was refused due to damages. Furniture issue has been resolved and our white glove delivery company - Alpha Omega Home Delivery - will be contacting customer to schedule delivery for next week for redelivery. 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 damaged furniture item.

Unfortunately we cannot refund customer at this time without incurring cancellation 25% restocking fees.

Please let us know how we should proceed based on the above options.

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 furniture was damaged when received. We sent the furniture back on Aug [redacted]. I was contacted by Coleman the week of Aug ** to set up delivery for the week of Aug [redacted]. I never received the delivery the week of the [redacted]. I contacted Coleman on Aug ** to follow up. They had responded that the shipping company will not ship to my area if they do not have enough items to ship. Thus, they did not come the week of the [redacted]. They then mentioned that the delivery company would only review shipping every 2 weeks, so the earliest I would receive the item would be the end of next week, BUT only if there are enough items to ship to my area- if not I would have to wait an additional 2 weeks. This was not in their policy that it would be over 2 months later and still no furniture. The customer service agent was extremely rude and not interested in assisting me. I had an event which I really needed the ottoman for the last week of August for my birthday. Thus, the shipment is past its due date. I could have purchased this item from similar vendors for approx $100 less and would have received the items quicker as they deliver in my areas every couple of days. I believe I should be able to either cancel the order (as its past the date I needed it by) or at the very least receive a discount for the inconvenience and the price match to similar vendors.

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 accept the $75 reimbursement, in addition would they be able to give me a guaranteed delivery by date? My fear is that I will accept this offer then it will be another 2 months before they actually deliver the product. I understand the delivery company does 2 week intervals. Would they agree to deliver the ottoman by/before Oct 11 with no damages? I would love to get this matter resolved and have my item, but I cannot continue to stay in limbo regarding the delivery. Please let me know if this works. Thanks!

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

Sincerely,

Business

Response:

[redacted],

Customer did not previously notify us of this resolution - we already refunded cutomer 75% of purchase - and responded to credit card dispute. If customer agrees to redelivery with the $75.00 discount - customer needs to call our customer service department at ###-###-#### and have us rebill card on file for the 75% minus the 75.00 and close the credit card dispute.

We will then have delivery set up asap.

Coleman Furniture

Review: I ordered furniture for my entire house from coleman, all of the furniture arrived heavily damaged. After notifying the company of the damage they responded saying they would send someone out to repair or replace the furniture. They never sent anybody out for several months. We have left countless voicemails and emails and they never get back to us and just continue to ignore us. I believe that they get their furniture already damaged at a discounted rate and then sell them to consumers under the impression that they are new.Desired Settlement: I want my money back for the furniture that I purchased. I bought the furniture with the idea that it was NEW furniture, but every piece had damage on it. That is NOT what I paid for. I will not pay out of my pocket to have the furniture shipped back as it was not m fault that it arrived damaged.

Business

Response:

[redacted]We have been in contact with this customer regularly regarding their order and customer has also been updated via e-mail continuously. Last email to customer was Friday 9/**/15, updating him regarding the technician that will be contacting him to schedule his tech date. Our manager has been involved in keeping this customer up to date and has provided customer with her direct contact information. We have also advised the customer that we will be compensating him in the amount of $500.00.We are committed to resolving this issue.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:

[Your Answer Here]

They said a technician would come out last week or this week to repair the furniture but no one has yet to contact me regarding a repair. They have yet to refund my credit card $500. They are simply waiting for me to say that the issue has been resolved and then they will continue to avoid my calls and emails like they have been doing for the last 3 months. I will claim the issue resolved once the furniture is repaired and my card is refunded. I am preparing to take this company to small claims court if this is not resolved this week.

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

Sincerely,

Business

Response:

[redacted]By now the refund should have posted. We refunded it on our end, and it needs to be posted by customer's bank========= SECURITY STATEMENT ==========It is not recommended that you ship product(s) or otherwise grant services relying solely upon this e-mail receipt.========= GENERAL INFORMATION =========[redacted]

[redacted]========= ORDER INFORMATION =========[redacted]

[redacted]============== Line Items ============================ RESULTS ==============Response : This transaction has been approved.Auth Code :Transaction ID : [redacted]Address Verification : AVS Not Applicable==== CUSTOMER BILLING INFORMATION ===[redacted]

[redacted]==== CUSTOMER SHIPPING INFORMATION ===[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:

[Your Answer Here]

I was not compensated enough for all the trouble I went through

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

Sincerely,

Review: Purchased $3546 in bedroom furniture (1 bed, 2 nightstands, 1 dresser) 3/**/**. At 5/** delivery, bed was rejected due to crack in footboard and returned 6/** with adequate repair only to note the interior portion of the headboard proximal to the slat obviously missing with nails sticking out. This was brought to delivery person’s attention who did advise the entire bed was taken out of the box at the repair site to complete the repair on the footboard, then wrapped in moving cloth's for delivery. The delivery person indicated he was unable to provide me with a copy of the receipt where I documented the damage due to reportedly having to return the original to the delivery contractor as confirmation of delivery. I contacted Coleman Furniture during the 6/** delivery to advise of above with notification that a replacement part would be ordered and mailed to me. On inquiry of how the damage would be confirmed, I was told no further information was needed from me, a replacement part will be ordered and mailed to me. On inquiry of how I would be expected to accurately apply the missing piece that was obviously applied with nails, I was told “it should pop right on.” After >1 month without follow-up or receipt of a replacement part, I called to follow-up 8/**, and 8/** and was advised the order was listed as complete, delivered with no issues reported. Coleman reportedly has no record of my 6/** call, despite my word and cellphone records. I will now have to do what I requested in the beginning (send photos) in order to start the resolution process. I have been dealing with this company since March [redacted] for a furniture set that has been in my residence for two months. I have purchased furniture from lots of on-line retailers and received excellent customer service even in instances where issues arose. This is the worst company I have ever dealt with by far. My issue is that this company does not offer appropriate follow through for issues that occur after purchase and on delivery. Coleman Furniture DBA Renegade Furniture provides poor customer service, poor follow-up when issues are reported (the customer has to call repeatedly for the same issues), no follow through (issues present on delivery are not resolved), poor record keeping. Once Coleman Furniture receives their money for purchases, its all down hill. As a customer, I’ve done my due diligence to inform Coleman Furniture of issues with my order to allow corrective action. To date I have not received any resolution.Desired Settlement: I would like to sever all ties and further attempts at resolve with Coleman Furniture DBA Renegade Furniture. This company has shown an inability to resolve product issues. I have lost all confidence that my issue will be resolved.

Business

Response:

[redacted]This customer received her delivery and has advised of problems with her foot-board. The foot-board was returned to the hub and restored. The delivery company delivered to the customer and advised us that the item was delivered with no problems. Customer however advised that she contacted us at time if delivery and advised us of issue and noted on the delivery sheet that there were issues. On the delivery BOL there are issues clearly noted on it, so we are limited on being able to go back to the delivery partner.We will be sending the needed parts to the customers home to resolve the issue and that when the parts arrive we will send a technician to properly install them. We will cover these costs for the customer.Please confirm - and we will make the arrangements for this. 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 becauseThe suggested resolution is to replace the footboard. The missing piece is not on the footboard. At 5/11 delivery of bed (headboard, footboard, two side slats), two nightstands and one dresser; the entire bed was rejected due to a crack in footboard. However, when the bed was returned 6/**, the footboard was adequately repaired. The issue I reported since 6/** was the interior portion of the headboard proximal to the slat missing with nails sticking out.When standing at the foot of the bed facing the headboard, the missing piece is located on the left foot of the headboard. If the headboard can be replaced and delivered, I will absolutely accept a resolution.

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

Sincerely,

Business

Response:

[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

Review: What an absolute nightmare. I ordered a new dinette set and a bed from Coleman furniture on May [redacted] and was very excited about my purchase and items were listed as in stock and should be delivered within 4 weeks. Awesome. However this excitement quickly faded. On June [redacted], I was emailed letting me know my furniture was in route to the shipping company and I should be expecting a call in 1 week to schedule delivery. At this point Coleman charged me for the order. Weeks went by and my so did my patience. After numerous calls, I finally decided I had enough and wanted to cancel the order. Unfortunately I had failed to read the fine print where Coleman states that there is a 25% restocking fee. I do feel this is also an unfair policy, especially for items that are not in route to the customer, but none the less this was an oversight on my part. Due to the stiff restocking fee, I found myself stuck with just waiting.

On July [redacted], I was told my items had arrived at the local shipping company and I should be contacted shortly to have delivery scheduled. By July [redacted], I had still yet to be contacted by the shipping company. After calling customer service again, I was finally able to get delivery scheduled for 7/**. I was given a delivery window of 3:00 to 6:00 pm and was told I would receive a call prior to delivery. At 5:30 I had still not heard from the delivery company. I called the delivery company only to find out they were closed for the day. I called Coleman who had told me they would contact the "after hours" line at the shipping company to see what was going on. Never heard back from the representative at Coleman. At 6:30 pm I received a call from an upset delivery driver who had just finished the prior job but was over 2 hours away. They finally arrived at 8:40 pm. Now, typically I would have just let the delivery company assemble the new furniture, but my boyfriend broke his collarbone at a soccer game 30 mins before they finally arrived and at that point we needed to go to the hospital. I had the delivery company leave the furniture un-assembled so we could leave quickly. As there were no inventory lists, I had to just assume all the parts arrived safely. The next day when I went to assemble the furniture, it was easy to see there were missing parts. I called Coleman and they confirmed I was missing an entire box from my delivery. It is now 17 days after confirmation of the missing pieces and missing parts might ship in the next two weeks. Assuming the shipping procedure is the same as the first, after parts ship they will have about another 2 weeks transit to local delivery company, a 1-2 week inspection period, and then another week before they are scheduled to be delivered. This puts another 6-7 weeks before replacement parts might be delivered. This is frustrating as the website states there are 8 beds "in stock."

While the customer service representatives have always been polite, they have actually not done anything to rectify the situation.Desired Settlement: I am requesting the missing parts are delivered no later than 08.**.15. If this is not feasible, arrangements should be made to have the existing parts of the bed removed from my home at no charge and returned to Coleman with a full refund.

Business

Response:

[redacted]This customer received her order and signed for it. However, they did not want items assembled as they had someplace else to go. Customer later went to assemble items and they are missing pieces to the Coaster bed. Customer has been advised that we are ordering parts from Coaster to complete assembly. As soon as these parts are available they will be shipped out to the customer.Sharon M[redacted]Coleman Furniture

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]

Missing parts have still yet to be delivered and no delivery time frame has been given. Over 3 weeks and still no delivery of missing parts is unacceptable. Especially for an order that was already delivered late.

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

Business

Response:

[redacted]Unfortunately with parts orders, it can take this amount of time, as many parts are shipped from overseas. We are not charging customer for these parts, even though the manufacturer is billing us for them, but we do need to wait until they become available. As soon as they are in, we will arrange shipment.Sharon M[redacted]Coleman Furniture

Review: Received my furniture on 10/*/14, made a visual inspection and signed that it was received without any visual damages/defects, unfortunately, shortly after the delivery drivers left, I placed the Love Seat against a wall and realized that the back of the loveseat was not straight, one side of the reclining loveseat was curved away from the wall, not slightly but more like inches away. I immediately contacted the company's regarding the issue. I received a response on 10/*/14 asking for photo's and that they would contact me once they received the photo's, I sent the photo's on Oct [redacted], heard nothing, emailed on 10/**, again 10/** and yet again 10/**, no response, called on 10/** I was told that they were waiting on the manufacturer to tell them if this was a defect, Re-sent photo's of issue on 10/**, asked for confirmation, no response, called 10/** customer service was trying to convince me that it was an easy repair and sent me a video, I immediately replied back that this did not appear to be the issue with the Loveseat, No response. I called for a status update 11/** was told that they would contact manufacturer directly to see if it's a framing issue will email me response. No response. !2/* I called and I was assured that I would get an update that week, no email or call. 12/* I called spoke to a [redacted], told her I wanted to return the product, only at that time was I told that they would find a technician to come and try to repair. Confirmed the correct phone number for repair company to call and apparently they gave them the wrong number and they were calling my husband who knew nothing about this conversation or appointment because I was waiting on a call to confirm that someone could be home for an appointment. on 12/** I received an email to inquire about the in home repair, I replied on 12/** that the repair had not occurred and that I wanted to return the product and expected a full refund, no reply. I received an email on 12/** stating that the home repair appt had been rescheduled to 1/* and they changed the contact phone number. I did receive a call from the repair company and the appointment was confirmed for 1/* between 1-3, at 10:00 AM on the 1/*/15 I received a call from the Repair company that they had to cancel the appointment. I contacted Renegade/Coleman Furniture immediately regarding the cancellation and asked for a Return Authorization and a full refund, no response. I called on 1/* and asked to speak to someone with the authority to issue a return of this defective/damaged furniture, I was told that her [redacted] was in a meeting and she would give her my number, no return call, no email. I followed up in email 1/**/15, no response until today 1/** stating that they understand my frustration but I signed for the furniture with no damage. Stating that under their normal policy, this would be handled via the warranty, and it's the customer's responsibility to arrange for repair if needed and issues would be handled via the warranty. A refund, even on the day of delivery, would be subject to restocking as well as shipping charges. They attempted to accommodate me in light of the issues, but the technician service has reported that I cancelled last service date. They will help me through the warranty process, and arrange for repair reimbursement. However, They will not authorize a refund. This is not a warranty issue, this is simply a company delivering damaged/defective goods and ignoring the customers request to return or even offer a replacement. Any reputable company would work with the customer to resolve the issue in a timely manner. I have purchased many products from manufacturers and retailers and have never received this type of treatment. I cannot stress enough that this is not a warranty issue, I have not even used the furniture, I have had furniture for 3 months that I cannot use because this company continues to give me the run-around and will not do the right thing.Desired Settlement: This product is unused and defective/damaged. I would like to return the entire purchase for a full refund of $2289.00 ( no re-stocking fee or shipping charges) because the product was received defective/damaged. This is not a warranty issue...

Business

Response:

[redacted]We do want to help [redacted]. Her furniture was signed for with no damage, so any issues brought up after delivery would be handled via the warranty. Under the warranty, the customer arranges for repair if needed and is reimbursed. If parts are needed, they are supplied at no cost and sent to the customer. We do apologize for any delay in responses - we do have to get determinations from the manufacturer. This order has been marked for close follow up in order to have this resolved as quickly as possible.[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]

[redacted], I did sign the attached document stating that there was no visual damage; which I have stated repeatedly that visually when the furniture was sitting away from the wall it was not noticeable, however, once I place the furniture in the final position against a wall it was very apparent that I had received a defective/damaged Loveseat. I reached out to the company immediately, within an hour of the delivery to initiate correspondence regarding the issue and to find out what could be done. I reached out to the customer service department more times than I listed in the complaint, I reached out to them at least 12 times in which I have documentation of (10 emails and 2 phone calls) I simply received 1 return email requesting photo's and one email in response to a phone call where I was sent a video to do the repair myself. After two months of emailing and calling I continued to get no where with this company and no resolution to the issue. I called again on 12/* and only at this point after being determined to get satisfaction, I asked for a full refund and a return of the furniture, only at this point did they offer to have a technician to come and see if they could repair, unfortunately they gave the repair company the wrong contact information and the appointment date had to moved out to January, after the holidays. The appointment was confirmed the day before and I took the day off so I could be home for the repair, the next morning I receive a cancellation. At this point I extremely unsatisfied with the product and service. I disagree with the company fully and I feel that I deserve an approved return authorization for the entire purchase and a full refund with no re-stocking fee or shipping charge incurred. In the very least I should be able to receive a new Love Seat free of defects/damage. My preference would be not to have to deal with this company ever again. This has been the worst experience EVER... I find it very interesting that all of sudden the company is apologizing for the delay and makes it sound reasonable that it should take 2 months to get a response back from a manufacturer on the determination of the product and now, only now are they marking the order to closely follow up on getting it resolved as quickly as possible. [redacted]Unsatisfied Customer

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

Sincerely,

Business

Response:

[redacted]Again, we do want to help [redacted], and would appreciate her help in getting this resolved. In order to treat all of our customers fairly we do have policies in place; a refund would not have been offered as a solution to [redacted]. We can and will follow up with [redacted] and have all issues ?resolved via the warranty process.[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]

The companies resolution is to simply make me keep defective product. This has been the most unprofessional company I have ever dealt with and they continue to make it sound as if I do not want to resolve this issue. I the consumer purchased the goods in good faith, I paid in full for the furniture and tried to work with the company upon receipt of the defective furniture, I corresponded with the customer service department for two months, my emails were ignored, my phone calls were also not effective. After months of getting no resolution, I had become very dissatisfied with the companies service, as well as the product. I will be exploring other alternatives to get this matter resolved. I do appreciate the time and efforts that the Revdex.com gave to this situation. I do not accept the companies so called resolution. I purchased a warranty but this is not a warranty issue. I hope that this complaint will help other consumers. Thank you,[redacted]

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

Sincerely,

Review: I got the bedroom set from Coleman Furniture ORDER ID: [redacted] delivered with defects.

The Lavelle Blanc Drawer Chest Product ID: [redacted] arrived with broken mirror on top and black spot on front ). I communicated the issue to the delivery company. They said I should keep the defective furniture and Coleman will send me replacement to exchange. I made the defect notes on the receiving papers and called Coleman Furniture company the same day. The Coleman support guy said he will check the warehouse, arrange the replacement and call me back. He've never called me back. After sending a several emails to customer support, on Sep [redacted]. from Coleman Furniture finally responded "I will schedule for a pickup on Sunday when we re-open. We do have the right to repair or replace furniture as per our terms and conditions. If it cannot be repaired within factory standards. We will have it replaced."

Today is Oct [redacted], the replacement has not been scheduled yet.Desired Settlement: Coleman Furniture should repair or replace the defective furniture as per their terms and conditions.

Business

Response:

[redacted]

Customer received a damaged chest on delivery. We have been in touch with customer and are working on resolving this issue as quickly as possible. Customer has been in contact with [redacted] in our customer service department, and we will keep the customer informed as we take care of the issue with the chest.

Coleman Furniture

Review: My order #[redacted] (living room furniture set) was placed and confirmed on 02/**/2015. My credit card was charged $2094 on that day. But we just found out that the furniture has not made to the truck yet. What a joke.

Over the last two weeks, my wife and I called them many times and every time we were told the shipping is in transit. But today we found out that we are at least another week away from receiving our furniture.

My wife and I are very mad and upset, to say the least, about the business with Coleman Furniture.Desired Settlement: I hereby demand the delivery of my order.

Business

Response:

[redacted]The delivery company attempted to deliver to the customer on March [redacted] - the customer did not answer the door and could not be reached by phone. We incur fees on each attempted delivery - as the customer confirmed that they would be home, and no one answered at the time of delivery. The delivery company is trying to reach [redacted] to set up a new delivery date. Please advise on how we can get this resolved.[redacted]Coleman Furniture

Consumer

Response:

I have received my order (living room sofa set) on March **, 2015 in reference to complaint ID [redacted].

Sincerely,

Review: My wife ordered a chair online and when it was delivered it was the wrong color.the delivery guy asked if he could leave it and he would take it back when he brought the correct chair and now the company wants use to pay $75 for half of the shipping.we have a email from them saying it was the wrong chair and I don't feel I should be paying any shipping.the chair was bought with free shippingDesired Settlement: I would like the chair to be replaced with the correct one or my money back

Business

Response:

We apologize for the inconvenience - please forward email correspondence acknowledging that incorrect chair was sent and we will be able to send the correct one out to you.

Please respond to this communication.

Thank you

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 received a defective headboard from this company months agao - I was told a replacement would be provided. I have been trying to work with them for months now and have not gotten a replacement. I have been told everything from its on its way to its back ordered to they know nothing about the defect.

I have also suggested that the merchandise simply be taken back and a credit given to me but nothing has been done. Over the last month I have not received ANY response at all to any of my calls or emails to either the general customer service email or to the one agent I have a direct email address for.Desired Settlement: At this point I want nothing more to do with this company - I want them to just take their products back and issue me a credit.

Business

Response:

Madeline

The warehouse is willing to pickup the defective pieces and repair or replace them. So far, we have been unable to do so. We reserve the right to do so, as per terms and conditions which customer agreed to at time of order and can be seen here: http://colemanfurniture.com/terms-and-conditions.htm

Customer has not allowed us to pick up defective pieces in order to resolve issues. This does not allow us to resolve the issues at hand.

Please advise how we can assist further - as we are interested in resolving all issues so that customer's complaints can be settled.

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 was contacted by the transport company once to advise me the repair techs would call. The repair techs have not called me nor has the transport returned any of my messages to advise them of this situation.

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:

I have still never been contacted by Coleman or their Medic. Both companies have my correct numbers as they both contacted me in the past before I reported this issue with you. My number is [redacted]. They also have email addresses they could use, and have stopped using that as well. It would seem all they do is come up with reasons to stall getting this issue resolved - first with me, now through you.

Sincerely,

Business

Response:

[redacted]

Please see email sent today from our delivery partner EDC Moving and Storage: We have reached out directly to customer and have not been able to reach customer.

Please advise how we can reach customer to resolve any outstanding issues.

Coleman Furniture

Review: I purchased a twin oak bed for my 2 year old daughter, from Coleman Furniture approximately 2-3 months ago. They came and installed the bed. About a week ago I was putting my daughter to bed and the bed rail completely broke in 2 pieces. I lifted up the box spring to find the rail completely broken. I was upset, I spent close to $700.00 for this bed and it is damaged. I moved my daughters bed to the floor where she has been sleeping for over a week now, due to this bed breaking. I contacted Coleman furniture early the next morning and spoke to a guy named [redacted] and he said he would look into what they could do and call me back. I waited about 5 hrs and then called the company back again. I spoke to [redacted] this time and was told that [redacted] was on lunch and he would have him call me back as soon as he gets back. I waited about an hour still no call back. I called for the 3 rd time and this time got [redacted] again. [redacted] said he emailed me a warranty form and I needed to fill it out and send pictures of the damaged product. I clearly explained that I was upset that he didn't call me back and I had to continuously keep calling. He brushed it off and said fill the form out and they will see what my options are. I filled out the form and emailed them the form with pictures of the damaged bed. I received no response after 24 hours. I then called again for the fourth time and spoke to [redacted] again and was told he would send me an email stating my options. I explained that I would like this taken care of ASAP considering I spent 700 dollars on a bed and my daughters mattress is on the floor. After a few hours I received an email stating that I would have to pay 125.00 dollars additional to the 700.00 dollars I already spent on the bed for the new rails to be delivered to me. My other option was to have it repaired for up to 75.00 dollars. I emailed back that I feel that I should not have to pay anymore money out of my pocket for a product that broke 3 months after purchasing it. I felt 125 dollars was a ridiculous amount of money for shipping to bed rails. The bed rails are 61/2 inches by 72 inches and 1/4 inch thick. I then received an email back stating that these are my options and that is all they can do. I then called the company again and spoke to [redacted] again. I asked to speak to a manager. [redacted] stated he is the manager. I explained the whole thing to him and he said well those are the options and the only way that it could be cheaper is if they could deliver them a different way besides truck delivery. I stated that I am not paying anymore money for a manufacture default of the product. I want my daughters bed rails replaced. I also explained that I could be asking for the whole bed to be refunded or the whole bed replaced considering the amount of money I spent. He said he would look a some other options and call me back. I heard nothing back for 6 hours. I called him again, he said he still doesn't have a answer. He said he would call me in the morning the next day. I received no call. I called the company again at noon and spoke to [redacted] again and was told he still had no answers. I then stated I wanted to speak to his manger. He said he was the only manager. I asked again for a corporate manger or someone that is his boss. He said he is all there is. I am now extremely upset with this whole situation. He said well with that attitude there is nothing I can do for you and hung up on me.Desired Settlement: I strongly feel that I should receive the product that I paid for. I want the bed rails replaced and because of the unsatisfactory customer service and being treated so poorly after I spent my hard earned money through their company I feel I deserve some money off the product. I want 100.00 off the bed. I want the bed raises replaced and 100.00 refund. I also feel that [redacted] manger should know about the way he handles customers and the procrastination in service. I also will be writing a review on their website so everyone can see how this company is.

Business

Response:

[redacted],

This customer had an issue with her product after delivery. We paid a whiter glove delivery company to set up furniture in customer's home, and customer inspected furniture at time of delivery finding no issues.

As per terms and conditions of our website which customer agreed to at time of order and can be seen here: http://www.colemanfurniture.com/terms-and-conditions.htm

If the order shows or develops a manufacturer defect after delivery and within the manufacturer’s warranty period, please contact Coleman Furniture for assistance.

Please contact our customer care and a warrantee claim form will be emailed to you. Once claim form is completed with description and images of the issue together with a clear picture of the manufacturers label, we will contact the manufacturer to determine if replacement parts, repair allowance, or replacement pieces are available.

If manufacturer determines that a repair allowance is available - it is the consumer's responsibility to arrange the actual repair company and actual repairs. Coleman Furniture can assist in trying to locate a local repair company to recommend, but is not responsible for the work that is done. Coleman Furniture will reimburse costs up to the prewritten amount received from Coleman Furniture once a receipt from professional repair company is received showing details of repair. Coleman Furniture will not be responsible for any costs that are beyond the prewritten agreed amount - regardless of if items are repaired to customer's satisfaction.

If manufacturer determines that a replacement item is available, consumer will be responsible for shipping costs. Neither the manufacturer nor Coleman Furniture will be responsible for shipping costs associated with replacements for manufacturer defect. Shipping fees must be paid in advance before replacement items are ordered.

Customer filled out a warranty form acknowledging our terms. (We have attached her completed form). We then contacted the manufacturer to send out a replacement part. On the warranty form we explain that in the event that the manufacture approves replacement parts, the customer will still be responsible for shipping. In regards to the customers complaint, [redacted] from our office was dealing with the issue and had sent her the warranty form to fill out which she had done. When [redacted] advised her of the shipping cost of sending a replacement rail from the manufacturer to the customer, she demanded that she speak with someone else. Once the issue escalated, [redacted], our customer service supervisor spoke to the customer several time, explaining the process. [redacted] in a calm manner advised the customer about our terms and conditions and said that we can send out a replacement part but she would have to pay shipping. At that moment the customer while yelling profanities hung up the phone. We are willing to help this customer but she must pay shipping as per our terms and conditions.

Please let us know how she would like to proceed - but the warranty policy is a firm policy which we can not go around

[redacted]Coleman Furniture

Business

Response:

[redacted]

We keep logs of all calls, and can assure you that we have spoken to the customer various times and kindly explained the process. Customer first spoke and emailed [redacted], and then was escalated to [redacted]. He is the head of customer service so he handles all escalated calls. We are commited to satisfying customer's needs. The manufacturer warranty covers the cost of the replacement. The customer would not be responsible at all to cover any of those costs. The only cost is the shipping costs. Rails are long narrow boxes and do not ship via fedex for 20-30 dollars. They are oversized and the price qoute was a direct qoute from our LTL carriers.

We can clearly show the costs of shipping, as we do not mark up the costs 1 penny.

Please let us know if you need to see copies and would like to get a replacement sent.

Have a great day!

Coleman Furniture

Consumer

Response:

[redacted]:

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]

When I purchased this product I was unaware that I only had a five day warranty on a 700 dollar bed! If I would have known that this product was a default clearly I would not have bought it. Also had I know there was NO warranty on such an expensive product clearly would have not bought it! I am extremely disturbed with this business and have spread the word in every way possible. Also I have contacted a lawyer and I clearly have a case. I am not going to let this company steal my hard earned money. Also I refuse to let my daughter have a bed that is unsafe! This business is selling unsafe damaged products!

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

Sincerely,

Review: This is a cautionary tale about our months-long ordeal with Coleman Furniture and "the sofa that took forever to arrive".

At first, I was told delivery of our sofa will be in December 2015. So we were eagerly anticipating the arrival of our new sofa, just in time for family gatherings during the holiday season. But in December, delivery was delayed to "early to mid-January" (before our trip to Asia). Can you imagine a living room, empty without a sofa for the entire holiday season? And our disappointment? Coleman Furniture told me their delivery company will call me at the beginning of January, but delivery company NEVER called.

When I called Coleman Furniture on January *, I was very upset to learn that delivery is delayed--again--to February! After much argument, Coleman Furniture agreed to a $50 partial refund for delayed delivery, and I was told delivery is scheduled for February **, and that I will be contacted via email before February ** to set up delivery time. But they NEVER emailed me for February ** delivery!

Then on February **, Coleman Furniture's delivery company told me the earliest possible delivery date will be in March 2016--this is yet another delay! Whatever happened to "February ** delivery"? See a pattern here now? Why should I be surprised?

Looking back, I ordered the sofa and paid in full way, way back in September 2015--about 6 months before the tentative delivery in March 2016! As of today February **, our living room is still empty without a sofa! What a rotten deal! Never again!

Needless to say, by now we are extremely disappointed and aggravated. Our patience was completely worn out by Coleman Furniture's endless delays and repeated false, broken promises. As for the sofa, if and when it does arrive in March 2016, it will be aptly called "The sofa that took forever to arrive"! Buyers beware!Desired Settlement: $125 compensation for repeated, lengthy delays in delivery.

Business

Response:

[redacted] Customer placed his order 9/**/15 online for a Luke Leather sofa. He was advised on 9/**/15 that there was a 12-14 week manufacturing time frame. November *, 2015 customer was advised of an estimated ship date of mid December 2015. At that time he advised he would be out of the country in January and February 2016. In January the customer was advised that there was a delay in shipping from the manufacturer and was offered a $50.00 compensation which was already refunded to him. Due to delay in manufacturing and having to wait until the customer returned from his trip the delivery company was not able to get him scheduled until today. He is scheduled for delivery today.

Review: Ordered a reclining loveseat on 6/** from Coleman Furniture via phone. (AKA [redacted]). Was told 2-3 weeks delivery. They have charged my credit card for the full amount on 7/* - but as yet to deliver product. Upon call to find out status - was told there was a "flaw" in merchandise when they did their inspection and would be delivered as soon as repaired. Called again to be told that it would be delivered in a week. I started to get suspicious and found that the Revdex.com has had hundreds of complaints regarding the practices of this company. I still don't have delivery and called today to cancel my order effective immediately with full refund. Was now told that there were shipping and restock fees? I was never informed of these fees no ever signed any contract as they are now telling me I did at the time of purchase. I never received any emails informing me of any "contract" of shipping and restock fees. In fact I was told shipping was free. I see that this has been also a complaint of most of the hundreds of other complaints filed against the company. Again we have never received product and have cancelled order via phone and email.Desired Settlement: Want full refund and no shipping or restock fees.

Business

Response:

[redacted]We have left messages for this customer and tried to reach a resolution but we have been unable to hear back until now. Order was cancelled as per customer's request, but the restocking fees did apply as order was ready at local delivery hub for delivery.Please advise on how we can discuss a resolution to this.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:

[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,

Business

Response:

[redacted]Customers order arrived at the local delivery company and was found during inspection to have issues. Repair could not be done without parts being ordered so customer was informed that the item did not pass inspection and parts were being ordered for a certified technician to restore to 100%. Item was restored. Customer will not accept delivery as he states that he did not buy a "refurbished piece". Customer has disputed the transaction.At this point, it seems that dispute will result in full refund going to customer - which will resolve all issues on this order.We are ready to assist once that is completed.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. I would like to thank the NY Revdex.com for their involvement in the resolution to this issue. I will accept a full refund from Coleman Furniture as promised.

Sincerely,

Review: I ordered a "new" sofa from Coleman Furniture from their website on 11/**/15. I was told 3 weeks for delivery. I made several inquiries into how long it would take and was told the item was in transit. It took 30 days. It was delivered on 12/**/15 When the sofa was finally delivered it was damaged. The material had 3 different tares on the same side. The delivery driver called Coleman Furniture's hotline and I was told to keep the sofa and to take pictures of the damage and email them to the representative. The representative responded saying they needed more pictures. On 1/**/16 I emailed the appropriate pictures and was told I would receive a response as soon as they hear something. On 1/**/16 I received a package containing 2 sheets of material that would need to be sown in as a home repair kit with no notification. There was no communication from Coleman in regards to a remedy and no inquire into what the customer's desired outcome should be.Desired Settlement: Replace the damaged sofa with a new one and refund the purchase price without charging any restocking fees.

Business

Response:

[redacted]

We purchased two end tables and a coffee table from Coleman Furniture via their website. The purchase price of $477.00 was for furniture and assembly, shipping was free. Upon arrival of the furniture, all 3 pieces had damage; that is, paint scrapes and tubular legs where bent or crushed. Seeing damages and the poor manufacturing quality, we did not want it replaced. Coleman customer service told us that if we sent it back we would be charged for shipping in both directions plus a 25% restocking charge, per their multi-page refund policy. So returning damaged furniture cost us $259.25, for shipping and restocking. We found it strange that we had to pay a restock fee for furniture that should not have been sent out in the first place. We talked with customer service multiple times but they stuck with their return policy, effectively netting them $259.25 in clear profit since they still have the furniture to send to another unsuspecting customer. We filed a complaint with the Revdex.com. Upon reading the complaint, Coleman stated that if we would remove the complaint they would refund us another $100. We said we would and did. However, they never refunded the $100! We called them twice, once 2 months later and once 4 months later to find out if they were going to stick to their part of the agreement. Both times customer service said it would be taken care of. Now we are 6 months past the time of the refund agreement and they still have not refunded the $100 they promised. The furniture we received was of poor quality and the customer service was even worse.

Review: I ordered an item on april [redacted]. After waiting until May [redacted] I got tired of getting the constant run around and cancelled my order. They kept advertising my item as being in stock and they kept changing the price. (which im sure inclined many others to place an order they could not ship)

When I attempted to cancel they tried to charge me a re stock fee.

I never received the item, the item was never in stock the entire time my order was open and I contacted howard miller the manufacturer and they told me coleman / renegade never placed the order to begin with. Why would I pay a restock fee for this? They not only waste two months of my life but now want money also? Further they refused to give any shipping details. I placed this order with another company who provided me with everything within 12 hours of my initial order.Desired Settlement: I would like the restock fee to be credited back.

Business

Response:

[redacted]Customer has disputed the charges with the credit card company, and they have credited back the restocking fees at this point. Once they finalize, we are wiling to work with the customer, but we do need them to come to a conclusion prior.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:

[Your Answer Here]

This company is refusing to refund a restock fee. They offered me a 10% discount on future orders. Fool me once shame on you. Fool me twice shame on me. After my experience with this company I don't understand how they could think a future order would even be an option. I am very disappointed to say the least. I would have to spend another $2334.00 with a company I have no faith in in order to break even. I will be disputing this with [redacted] once again. This is not fair. They don't hold inventory they are a drop shipper who doesn't stock any items. Why should I pay a restock fee. Further Howard M[redacted] confirmed no order was ever even placed. Which is probably why they refused to give shipping details. Buyers please stay away. Even if you have to pay more you will thank yourself because you will have nothing but regrets and time wasted dealing with this company. I have spent the last 4 months dealing with this and it has been nothing but frustrating. They do not care about customers. Too big to fail. I beg new buyers to please stay away. This company is terrible and should really be reprimanded for the way they treat people.

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

Sincerely,

Business

Response:

[redacted]This customer has disputed his order. Customer cancelled order after it had been shipped from the manufacturer. The item was shipped from the manufacturer on 5/**/15. Items are loaded for shipping from the manufacturer prior to the actual ship date. Customer advised us on 5/**/15 after it had already shipped from the manufacturer that he wanted to cancel his order. At that time it was to late to cancel without incurring fees. We have provided proof of shipping from Howard M[redacted] on his dispute. Proof is attached here as well. Sharon M[redacted]Coleman Furniture

Review: My name is [redacted].On 9/**/2014 I ordered from Coleman furniture (order# [redacted]) Cortina TV Entertainment Center Wall Unit. (6 pieces), from [redacted].On September [redacted] I received 3 pieces of the unit, which was: right & left audio cabinet and the bridge. The left cabinet door was defective (it's not closing completely), light is missing, bridge's venire is bobbled up on center crown, one of the other lights was defective, the shelf which goes under the bridge has multiple dents on the front, no hardware to put unit together were included. These three pieces when got deliver to me were cover with blanket none of them were in the original box.Coleman Furniture was contacted immediately and pictures were provided to them. The other three pieces were delivered after 2 weeks and all of them were in original box from manufacture and no defects. After I sent an e-mail I called them just to make sure they received the pictures. Since then (from Sep, [redacted]) I have been calling them 2-3 times a week to get the status of the replacement. I spoke with [redacted] (phone# ###-###-####). In the beginning, all the time I called her I got the same answer "we are waiting for manufacture to respond to us and I will call you tomorrow" (never happened any calls from her). Sometimes I called customer service and I asked them to transfer me to [redacted] and after I been on hold for couple minutes answer is... she is not available or she is in meeting, but she will call you tomorrow. When I call I feel like I'm been pushed around and none of them like to talk with me. On October [redacted] I was told by [redacted] that item I ordered has been discontinued by manufacture and for that reason she will give me a discount of $500 and will send a technician to check the problems and to get them fixed. I asked her to forward to me that email she got from manufacture that saying item I order from Coleman Furniture is not available any more. She said she can't do that.I immediately called the manufacture and they said that for as long as item is showing on their website that item is always available for purchase and is not any problem for replacement because the manufacture warranty is 1 year. I called back [redacted] and I told her about what manufacture told me and I forward the email I received from them to her. Also I told her if she don't like to replace it I need 50% discount from the order and they have to send me a missing light and hardware (I don't need $500 off or technician to come over) and will be the end. She didn't accept that. The next day I got a phone call from [redacted] representative, who handle the account with Coleman Furniture (his phone # ###-###-####). He said that he already talked with Heather at Coleman Furniture and they will replace the defected pieces, because is under manufacture warranty. [redacted] refunded $500 in my account even I told her not to do it. Technician came over to my house on November [redacted]. He took the picture of all the defects, wrote down the notes and he told me that none of the defects can be repaired by him, they have to be replaced. I called [redacted] again after 4 days to follow up with her. She said that she received everything from technician, but she couldn't find the email at that moment and she ask me to email his notes to her. I asked her if she could expedite the process because I will have the people over for Thanksgiving. She said OK. Below is email I sent her with technician's note and following up email two days later.On Nov **, 2014, at 10:06 AM, [redacted] <[redacted]> wrote:[redacted]

[redacted] On Nov **, 2014, at 7:41 PM, [redacted] <[redacted]> wrote:[redacted]

[redacted] Hello,We sincerely apologize for the delay in our response to you. We are currently working with the manufacturer in getting the best resolution for your issue.

We appreciate your patience.Thank you! On Dec** 2014, at 1:00 PM, [redacted] <[redacted]> wroteHi [redacted],

[redacted]After this email I called [redacted] again. Seems like she knows my number now and she don't like to pick up the phone and answer.From all this situation looks like they gave me furniture which is been returned from other customer or been as a floor display and that item don’t have any warranty on it. When I purchased, I paid for brand new item, not for a used one. All other stores if they have floor display items or items returned by customers for any defects, sell them as outlet items with discounts 50% - 80%.I am still waiting for a response from the company to get this matter resolved. I would like for them to replace the defective items they promised they would replace but no one is willing to help me out any longer. I hope you guys may be able to help me to get this problem resolved. I really do appreciate you time and help.Thank you!Desired Settlement: I would like for them to replace the defective items they promised they would replace but no one is willing to help me out any longer.

Business

Response:

[redacted]At this time we are waiting for an ETA for the replacement piece that the customer requested. She has already been given a discount which was refunded to her. Once the replacement arrives at the delivery warehouse, we will make sure to update the customer again. We apologize for the delay - and should have more information on this right after the holiday.[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:

Hi [redacted], Your answer is wrong. If Coleman Furniture customer service had already placed an order for replacement they would have the ETA right away. When I placed the order back in September, your representative gave me an ETA right away as soon as the order was placed. He told me that takes 2-3 weeks to receive it and he was right....but now for replacement is taking 3+ months for ETA???? I called [redacted] customer service and their representative told me that ETA was given to the dealer if the order was been placed, which is you. Please stop this game... is not working. By the way, the discount you gave me ($500.00) is because you start lying about the item was been discontinued and when I proved to you that you were lying and being dishonest with me you gave that discount even I told you NOT to. So don't count that as a discount. I hope you will get things right after the holidays.Thank you!

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

Sincerely,

Business

Response:

[redacted]Wehave tried in every way to service you to customer's satisfaction. At no time did we agree to replace the cabinet. What we will do is have the manufacturer send a replacement door for the cabinet in question. Since customer have advised that you do not need a service man, we will arrange for regular delivery of the light bridge that was ordered. We will request that the replacement door be sent directly to customer's home.We have addressed all items that were brought to our attention, and will be not ordering anything else on your behalf.[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:

Hi [redacted],I'm sorry I'm telling you this, but seems like you don't have an idea what are you talking about. First, you didn't answer my question. What is the reason you can't replace the item which is still under manufacture warranty? Why you sent technician over to my house? [redacted] has an answer for this question. She said if technician is not able to fix the defective pieces we will replace it. Doesn't sound as an agreement to you? Or to get better idea what is going on, you have to read my emails sent to you since September and the responses from your representative when most of the time you guys "were waiting for manufacture to respond to you". I'm not sure is you or manufacture. Probably we can find out that if I file complaint for them as well. They are not going to be happy about that, because one of their dealers messed up, but I'm sure they will respond right away to you and me and both of us will have an answer. You and Me we don't have to have an agreement. The agreement between you and all your customers is your company manufacture warranty policy. If you followed the policy we never will have this conversation. I did my part, I did what I was been asked by you to do and none of you did yours. Below is a copy of your company manufacture warranty policy, just in case you can't find your copy.How We Process a Manufacturer Warranty:Once we receive the signed & required information (below) we will process your claim with the manufacturer. Instructions:1. Reply to the Warranty Ticket Email you received and attach the completed form2. INCLUDE IN THE SAME EMAIL PICTURES OF THE LABEL OF THE ITEM CLEARLY SHOWING PRODUCT SERIAL NUMBER.3. Attach photos both close up shots (zoomed in) as well as far shots showing the issue.If the manufacturer determines that the issue is a manufacturer defect and not normal wear and tear from everyday use, and falls under the manufacturer’s limited warranty we will advise if we will:A. Ship out replacement parts when availableand/orB. Approve an allotted amount to cover repair costs. This amount is determined by the manufacturer and will be refunded to the customer once we receive customer’s receipt from a professional repair company. It is the customer’s responsibility to arrange repairs and Coleman Furniture will not be responsible to refund any amounts that are not pre approved in writing by Coleman Furniture regardless of extent of damage or if hired repair person is able to resolve issue to customer’s satisfaction.orC. Issue replacement item. In the event that the manufacturer covers replacement item cost and approves replacement item, customer will still be responsible for shipping costs to get from local warehouse to customer. Replacement item will not be ordered until customer has paid applicable shipping costs.

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

Sincerely,

Review: The Sofa and Loveseat that I purchased from Coleman Furniture was Delivered Damaged. It was NOT ACCEPTED. The furniture was placed on our Driveway, WRAPPED and then UN-wrapped by the Furniture Delivery Company and inspected. A joint inspection was conducted by us and the Furniture Delivery Team.

The inspection showed exposed Bare wood on the Furniture Arms, and bruised damaged leather covering in both pieces in several areas. We immediately rejected the attempted Delivery and told the Furniture Delivery Company to re-wrap the Sofa and Loveseat and return them to Coleman Furniture.

We Contacted Coleman Furniture immediately and expressed our Concerns for the Attempted Delivery of Severely Damaged Furniture. Coleman told us that the Furniture would be repaired and sent back to us. WE SAID NO. We told Coleman Furniture that We thought we had purchased NEW FURNITURE NOT FURNITURE that needed to be REPAIRED before we even USED IT.

Coleman told us that if we DID not accept the REPAIRED FURNITURE AND REQUESTED a Full Refund, we must pay a 25% Re-Stocking Fee and the Full Shipping Cost on Furniture that WE NEVER ACCEPTED.

It is important to note that the furniture was offered for $2275. This price included the Price of Furniture, taxes, and Delivery Charges. We contacted our Credit Card Company to request Assistance in resolving this matter. Coleman settled with our Credit Card company by charging us DEDUCTING 25% OF THE $2275. We were never told how much of the $2275 was for Taxes. It is a concern of ours that we were charged a RE-STOCKING FEE that included an unknown amount of taxes. If we accepted the DAMAGED Furniture and paid the $2275 charges, we would have been liable to pay California Sales Taxes on the Total Charge of $2275.

Although this settlement was made by our Credit Card Company, we strongly urge the Revdex.com to look into the practices of Coleman Furniture on how it sells it furniture on-line, its actual selling prices, State and Local Taxes, and its RETURN and Exchange Policies.

Our Position is that we should not have to pay for RESTOCKING FEES on DAMAGED FURNITURE that we never ACCEPTED DELIVERY OF. WE would like to have Restocking Fee returned to US.Desired Settlement: Refund of the RESTOCKING FEES.

Business

Response:

[redacted]

This customer placed an order and refused furniture at time of delivery. We explained at length that as per our terms and conditions which customer agreed to at time of delivery and can be seen here: [redacted]

We reserve the right to order replacements or resolve issues found during delivery, and if customer does not allow us to resolve and cancels order, there is a 25% restocking fee.

In regard to taxes - this customer is out of NY state and no taxes were charged on the order.

Please let me know how we can further assist on this matter.

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:

No, we are not happy with the Restocking Fee on Furniture that was Damaged when it was Delivered unwrapped by Delivery. I have ordered furniture before online and never got it Damaged before it was every put in the House or Used.

From my perspective as a Customer, I should not have to accept Damaged Furniture never used and cannot get a full REFUND. I STILL FEEL THAT WAY, regardless of how they respond or Revdex.com handles this Complaint.

No I am not satisfied with their Response. I should have gotten a Full Refund.

Sincerely,

[redacted] And [redacted]

Business

Response:

[redacted]

We understand the customer's frustration. We have been and still are willing to replace any furniture that customer isn't satisfied with, and we will do so at no cost at all to customer. However - customer insisted on cancelling - and furniture was send back to manufacturer. Manufacturer imposes a 25% restocking fee on cancellations - as we were not given chance to redeliver. This follows terms and conditions which customer agreed to at time of order and can be seen here: [redacted]

Coleman Furniture

Review: I purchased furniture on 6/** dining room set under order # [redacted]. the items showed up at my home after service emails asking where the furniture was late July. The dining room set was damaged horribly. I refused the items and contacted Coleman. They stated they would have to repair the items and I stated I do not want repaired furniture I purchased new furniture. then I was contacted by email by several people within the company that claimed they would address the issue. I told them at that point I was becoming upset because I was having a housewarming and I had to change my date several times because of this furniture issue. I waited patiently no updates. I then contacted american express and disputed the charge. Coleman has stated there return policy will not allow a refund. I emailed Coleman numerous times asking what is going on with the set, what will be done etc. nobody answered me. every time someone called they always had to call me back because they needed to speak with someone else. I explained that this was unfair and their policy was very unfair to me being the buyer. How can I purchase a 1409.00 set and two months have gone by and I still do not have furniture. Sept came and my housewarming was on 9/*. Coleman attempted to call me around the first week of sept stating they would try to delivery around second week of sept. I told them at that point I bought another livingroom set and they needed to refund me in full. There is nowhere in my purchase that stated three months would go by and I would still not have any furniture. I find this very horrible. They are holding the return policy over my head when I was more than patient, they want to charge me a restocking fee of 50% 700 of my purchase. Why is it my fault the furniture was or arrived damaged? Why is it my fault that they did not attempt to replace the set for over two months. Why do I have to pay for this? Why are they stealing my money? Why are they now calling trying to get me to take this set 4 months after purchase or telling me I will pay for it regardless? I have already brought a new set and have no need for the set 4 months later.

on sept 6th they attempted to tell me after I refused this 2mths prior they waited two months and sent the below message

Cierra Z[redacted] (Coleman Furniture)

Sep *, 1:59 PM

Hello [redacted]

As a followup to our conversation today, we have already placed an order for your replacement chair and your table has been restored to 100% manufacturer specification. Once the replacement chair arrives at the delivery company they will inspect and schedule for delivery. We are putting forth our best efforts to resolve this issue for you and per our conversation you no longer want to speak to us and schedule re-delivery of your items once they arrive. Please feel free to contact us on our customer service line at ###-###-#### if you do choose to change your mind about re-delivery of your items.

Thank you and have a wonderful day!

Why after purchasing this set on 6/** ......how can someone wait 4 mths a total of 4 monthsDesired Settlement: they need to refund my [redacted] card in full.

Business

Response:

[redacted] This customer has disputed his order. He disputed in September, dispute was closed in our favor and he disputed again just this week.Customer placed order on June **, 2015 and was advised items were back ordered until end of June. In July customer was advised that a portion of their order was still on back order and would be released the week of July 22. Items were delivered to the customer on 8/*.During delivery customer refused items as damaged and they were sent back to the delivery company. Items were fully restored and customer refused to allow re-delivery.The customer was advised of the original delay in the order shipping and agreed to the wait. There was not a 4 month delay as customer has stated.Items are at the delivery company and have been ready to be re-delivered to the customer since early September.We can offer compensation, for a discount, but we do need to wait for merchant services to determine the outcome of the dispute. Sharon M[redacted]Coleman Furniture

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:

As mentioned delivery was made July they really expected me to wait until September and not furnish my dining room area and eat in the floor? They are clearly stating that the furniture was ready to rede liver in September. From July to September after being told in July that restoration would not take longer than 5 days. They wanted to return the furniture in September. I think this is a huge inconsideration and Hardship to me as the client to have my kids without a table to eat on fromjuly to September due to no fault of my own. I think in this case I deserve a full refund in this matter I have already purchased s dining room set and should not be stuck with two on their errors and damages and lack of consideration. [redacted] reopened the claim be ause they are attempting to collect payment from me and I am not willing to pay for something I did not receive in good order with a timely and considerate fashion. I purchased in June and the company could not deliver in good condition until September. Thus is unfair 100%.

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

Sincerely,

Business

Response:

[redacted] Customer placed order in June and received order August 2014.

Customer was aware of delivery time frame and had no issue with it at

that time. Customer refused delivery of her dining room set as the

table was damaged on 8/* - we advised the customer we were ordering replacement and would update her

with an ETA. On 9/* customer would not accept re-delivery. Customer

initiated a dispute and the dispute was settled in our favor. Customer

does not want to accept delivery. We have advised customer of

cancellation fees and customer does not want to accept the fees. 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 honestly do not understand why the same response is being sent to me. We viewed this response and the last question was how this would be resolved. I have responded to this false statement numerous times. Revdex.com can view the history to verify how they are clearly doing what they do best and giving run around feedback. The last response was how do we resolve and now we are back with this reply. I just can't believe this! This is just horrible!

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

Sincerely,