Coleman Furniture

Review: I ordered a bedroom set 2.5 months ago. I was told multiple times that it would arrive the first week of August. They even called at the end of July and said it was on-time and would arrive the first week of August. I have since tried to contact them multiple times via e-mail and phone to no avail. I spoke with a man on Wednesday of this week who told me he would check in to the issue and would call me back Thursday morning. It is now Friday evening and I have yet to hear back. I called his direct line at 4:30pm today and got an answering machine. The communication has been horrible, I have been charged for the set, and have yet to receive a single thing.Desired Settlement: I would like a substantial discount and expedited delivery and assembly on a weekend or a full refund for the order. I was able to make arrangements to be home during the expected delivery time but am not able to be home during the week for delivery at this time.

Business

Response:

[redacted],The order is at the local delivery company, Fidelitone Delivery, and they will be coordinating delivery for this customer. Our scheduling supervisor Lori C[redacted] will be reaching out to the customer as well, to ensure that this is all handled quickly.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:

They have done nothing in terms of making the problem right. I would either like a substantial discount for the lack of communication, lies throughout the process and late delivery. I would also accept (and prefer) a full refund, as I would not like to give this company my business.

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

Sincerely,

Business

Response:

[redacted],The order is at the local delivery company, Fidelitone Delivery, and they will be coordinating delivery for this customer. Our scheduling supervisor Lori Crawn will be reaching out to the customer as well, to ensure that this is all handled quickly. Lori will be able to work with customer regarding compensation as well on this order.

[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 company is not agreeing to do anything to mitigate the problems. They are simply trying to advance the delivery that is now two months behind schedule. I am asking for a 20% discount on the products that are at the delivery company or a full refund. Additionally, the cost to delivery after hours should be compensated due to a lack of communication and lies about delivery time.

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

Sincerely,

Review: I purchased a brand new power reclining sofa from Coleman Furniture on 3/*/2015. The sofa was delivered damaged on 3/**/2015. I initially tried working with Coleman to get this sofa returned and exchanged but their remedies would have cost us a lot more money. So I asked my credit card company to help. Although I submitted a very extensive compilation of purchase, phone, email records, and Coleman documentation, they said the merchant would not honor our request to exchange the sofa since we signed the delivery receipt indicating it was received in good condition. I explained the sofa did ARRIVE in good condition and so we signed the receipt as such, but then it was subsequently damaged when the crew later moved it to test the power function. The damage (torn leather) was not readily apparent upon their departure and somehow CONCEALED. I saw the damage as soon as they left, reporting it to the drivers, trucking co., and Coleman WITHIN MINUTES after the delivery. I have phone and email records to support this. The damage was no fault of ours and Coleman is trying to claim this is a manufacturer's warranty issue now. Coleman will not work with us to get this sofa exchanged, replaced or repaired in a FAIR MANNER. Coleman arranged and contracted the delivery company. I called the sofa manufacturer for help but they said that I would have to go through Coleman for any sales or warranty issues. In the interim with no notice to us, Coleman arranged to have 2 pieces of leather sent to us by the manufacturer with no correspondence included in the packet to explain what we are to do with it. The packet just showed up one day on our door step. The leather pieces are not a good match and believe if used for any kind of repair, it will be noticeable. This seller is a nightmare to deal with on merchandise purchase problems and have since read about more consumers who feel the same way. The credit card company was no help and my account was charged for this $835 item.Desired Settlement: We would like Coleman to exchange the sofa (including pickup/delivery) for a new one, or we can return this sofa (Coleman will arrange and pickup at our home) for a full refund. Either way, we do NOT want to incur any additional charges.

Business

Response:

[redacted]This customer signed for the order being delivered in perfect condition at time of delivery. Once the paperwork is signed clean, we have no recourse to go back to the delivery company, as the paperwork says that it was inspected and found to be in perfect condition. Customer disputed with the credit card company, and they agreed that we followed all steps needed in this case.At this time, we can offer a $100.00 credit towards a future order as a courtesy for this customer. We cannot unfortunately swap the item or take it back at this point.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 becauseI did try to dispute this purchase via my credit card company without realizing that they do NOT arbitrate directly with the merchant but rather with the merchant’s bank and are limited in their ability to help. Once the merchant submits a signed delivery receipt that shows the customer accepted merchandise in good order, the credit card company said they have to allow the merchandise charge to pass to the customer whether or not considering ALL ASPECTS of a case would warrant otherwise. The signed delivery receipt prevents the credit card company from disputing further. My credit card company is NOT agreeing that Coleman “followed all steps needed in this case” as Coleman states above but rather they cannot pursue this further on our behalf due to procedural restrictions. If I had fully understood the credit card company’s policy and dispute procedure from the onset, I would not have wasted any time (approximately 4 months) seeking their help. This is why I am now reaching out for assistance from the Revdex.com to help arbitrate directly with Coleman Furniture. We did sign a delivery receipt stating the merchandise arrived in “good” condition. At the time of signing the receipt, my husband and I believed the sofa was in “good” condition until we found CONCEALED DAMAGES (i.e., torn leather) right after the delivery men’s departure. Coleman’s web site states “[redacted]”. Upon seeing this damage as soon as the delivery men left, I REPORTED the concealed damages IMMEDIATELY WITHIN MINUTES by making several phone calls first to the drivers (to return immediately and take the sofa back, which they said they would do but never returned), then trucking company, and finally Coleman Furniture. Our intent was to rescind the delivery receipt, mark it as unacceptable, and refuse the goods. I have telephone records to support our immediate action taken to try to rectify this delivery problem. Coleman’s offer of a $100 credit towards a future order does not fix my sofa and is totally unacceptable. This is not FAIR REMEDIATION when we paid Coleman Furniture $895 in exchange for a brand new, undamaged leather sofa and this is not what their delivery team left me with. I should not have to incur any additional charges to rectify this matter as damaged goods were delivered to my home. Reputable furniture companies would certainly want to work out a resolution that is fair and meets their client’s satisfaction.

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

Sincerely,

Business

Response:

[redacted]We have re-ordered the parts for this customer - once they arrive we will send a tech.Parts were originally sent from [redacted] on 4/*/15 via [redacted] and delivered to customer on 4/*/15.We ordered Complete in/out back and RAF in/out arm for the recliner.Sharon M[redacted]Coleman FurnitureEric is re-ordering the parts for this customer - once they arrive we will send a tech.

Review: I ordered furniture from this company on November [redacted] 2014. It is now January ** 2015 and as of today all I get is the run around. They keep telling me 7 to 10 more business days. I made a $3006.00 purchase from these people and no one can tell me where my order is or what's going on. My order number is [redacted]. I need help!!Desired Settlement: This has been a nightmare!

Business

Response:

[redacted]We have followed up with [redacted] regarding her order. One of her item did not pass our inspection, so we have arranged for her to receive delivery of the rest of her order while we wait for the replacement to arrive. As of yesterday, she is scheduled for delivery on January [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:

Hello,Yesterday I received my furniture, however the jewelry chest was broken and did not come. I would like you guys to follow up with them and see how long it is that I have to wait. Please kkeo me informed.

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

Sincerely,

Business

Response:

[redacted]We do apologize for the delay, but we want to make sure that the items that are delivered all pass inspection and are in the best condition possible. Because of this, we are working to get a replacement jewelry chest for [redacted]. Once we have a ship date from the manufacturer, we will be sure to update her again and let the delivery company know as well so we can begin to coordinate arrangements for the quickest delivery possible.[redacted]Coleman Furniture?

Review: I placed and order on September*, 2014 for a Zahara Black Leather Couch. I was charged $1100+ The website was deceiving in that it advised I would received my product in 7-10

days. I received a confirmation that my order was received, but was never told the items was out of stock. My credit was charge for the couch on September**, 2014 and I was told I would received my product no later than the last week in October when I called to inquire the week of Sept.**. I placed a call to Coleman's the week of October ** and I was told I would received my couch the week of October**. I called the last week of October and I was told the couch would be delivered the week of November**. I was provided a shipping number and contact number for the truicking company, and was told it was on a truck. I finally got a hold of the trucking who told me it was stuck in [redacted] because the container was damaged. I was told the the merchandise in side contains my couch, that nothing was damaged but the [redacted] will not release it. They have refused to refund my money without a 25% restocking fee. Restocking Fee?! That is ridiculous! They can't even tell me when we will receive this! I see that deliver issues on this company appears to be a regular complaint by their customers.

I talked with [redacted] - the [redacted] of the department. She has now promised to give me a status on my order, by calling me on November**, 2014. I asked her to expedite shipping. She decline. Isn't it illegal for them to take my money when they don't have the merchandise to deliver? I have lost interest on that money. They are holding me and my money captive.Desired Settlement: I want the company to give me a guaranteed delivery date. At this point they should be expediting the shipment of the couch, and provide me a billing adjustment of 20% for my continued aggravation. If they can't guarantee the delivery of the couch, then I want a complete refund without any restocking fee, at which point I will contact my lawyer about their false advertisement and collecting funds for merchandise they were unable to deliver.

Business

Response:

[redacted]We do our very best to give all of our customers accurate information and deliver their furniture to them as quickly as possible. However, [redacted]'s order among others, is in a container that is being held by the [redacted] and we have no way of knowing when they will choose to release it. Since we cannot guarantee a date for delivery, we have cancelled the order and are refunding [redacted] in full. We have already notified her of this via phone and email.[redacted] Coleman Furniture

Review: Dec 4... Received a counterfeit damaged plastic mirror ... was described as made of Metal.... with Black and Gold Finish.... IT'S MADE OF PAINTED ON MOLDED PLASTIC ...BROWN AND GOLD ...A bootleg imposter... cracked frame and peeling paint, all plastic.... sent them pictures of the damage, they told me....They were making a insurance claim...we felt the mirror was damaged before it was sent to us...

Lori Crawn (Coleman Furniture)

Dec **, 1:34 PM

Hello [redacted],

We will be accepting the dispute that you have initiated with your credit card company. We ask that you donate the mirror to a local charity in the name of Coleman Furniture and send us the donation receipt.

Never returned my money...Paid through [redacted].Desired Settlement: A full refund...If they changed their mind on the donating of mirror or disposal, We need return postage label ..WE bought another mirror weeks ago....

Business

Response:

[redacted] Customer has disputed the order. We have advised customer that we accepted the dispute.

Review: I ordered a Ashley furniture delta city steel sectional on the [redacted] of February. I contacted Coleman furniture two weeks ago to check my order status, as I had already waited 6 weeks, and did not hear from the company. I was told the the item will ship from the manufacturer the week of April [redacted]. Today I contact Coleman as I have not heard or received any updates on the status or tracking information. I was informed today that the shipping had been pushed back an additional 2 weeks, so we are talking about over 10 weeks before it even ships from the manufacturer. I informed the customer service representative that I would like to cancel my order. I still have not recieved an email from the company verifying the order has been cancelled and I hold zero liability for the product.Desired Settlement: Provide proof that my order has been cancelled.

Business

Response:

[redacted]We do apologize for the delays in getting this order shipped, and fully understand why [redacted] has cancelled his order today. The order has been cancelled, and since the furniture had not been shipped yet, he was not charged. He will receive a confirmation email shortly.

[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: Order Number [redacted]

I ORDERED BEDROOM SET in july2013. THEY DELIVERED INITIALLY ON TIME BUT DRESSER WAS DEFECTIVE. SO THEY TOOK IT BACK, REPLACEMENT DRESSER CAME 1 MONTH LATER WHICH WAS ALSO DEFECTIVE. I REFUSED DELIVERY, THEY SENT THE DELIVERY PERSON BACK TO MY HOUSE AND SAID SOMEBODY WILL COME TO HOUSE AND DO THE REPAIR. NOBODY CAME, SO I CALLED . PERSON NAMED [redacted] SAID THEY CANNOT FIX IT, SO THEY WILL REPLACE IT. I KEPT CALLING FOR 3 MONTHS AND I CALLED MULTIPLE TIMES WITH SAME ANSWER EVERY TIME- I WILL FIND OUT FROM WAREHOUSE. HE DOES NOT CALL BACK AND HE DOES NOT RESPOND TO EMAIL. FINALLY I DECIDED TO ASK FOR REFUND INSTEAD OF GETTING NEW DRESSER. AFTER ARGUING AND MULTIPLE CALLS HE DECIDES TO GIVE 200 DOLLAR CREDIT BACK TO MY CC. I AGAIN CALLED HIM MULTIPLE TIMES AND I GET THE SAME ANSWER -LET ME CALL THE FINANCE DEPARTMENT AND I WILL CALL YOU BACK. HE NEVER CALLS BACK. . AFTER I INSISTED IN WRITING-HE SENT ME EMAIL DEC **-

I have put in for the $200 compensation. I have not gotten the receipt for it but will keep bugging that department until I have it to send to you.

Thank You,

Steven Smith

Customer Care

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

LAST THURSDAY WHEN I CALLED HE SAID THEY HAVE PREOCESSED THE REQUEST AND I WILL GET MONEY IN 24 HOURS. I DID NOT RECEIVE ANYTHING. I CALLED 4 PM ON LAST FRIDAY-HE SAID ITS NOT 24 HRS. HE STATES HE WILL EMAIL ME OR CALL ME EVERY DAY UNTIL THIS GETS DONE.

TODAY I CALLED HIM 2 TIMES, HE STATES AGAIN HE IS GOING TO FIND OUT WHATS GOING ON AND CALL ME BACK . HE DOES NOT CALL BACK AND DOES NOT DO ANYTHING

IN PAST WHENEVER I ASKED CAN I TALK TO SOMEONE ELSE WHO IS [redacted] OR CAN GET THINGS DONE- HE HAS SAID HE IS THE [redacted] AND [redacted].

I NEED HELP. I HAVE BEEN CALLING THIS COMPANY FOR 4-5 MONTHS WITH NO HELP AND HORRIBLE CUSTOMER SERVICE AND PURE LIES EVERY TIME.

200 DOLLRAS IS ONLY FOR THE DEFECTIVE PIECE, IF YOU TAKE TIME I HAVE SPENT ON PHONE CALLS INTO ACCOUNT IT WILL BE 500 DOLLARS WORTH.

THANKS

[redacted]Desired Settlement: AS ABOVE GETTING 200 DOLLARS CREDIT BACK FOR GIVING ME DEFECTIVE DRESSER, I PAID FOR NEW ITEM. I DID NOT PAY FOR DEFECETIVE PIECE. DRESSER IN 700 DOLLARS.

Business

Response:

[redacted]

A $200.00 check has been issued and has been mailed out to the customer. The customer should receive it within a few days.

This should resolve all outstanding issues.

Have a great day!

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

BUT I HAVE NOT RECEIVED THE CHEQUE YET, TODAY IS 1/*/14

Sincerely,

Review: I placed an order on June [redacted] worth over $3,000 for multiple furniture pieces, including a full office set, dinning room set and coffee table set; a total of 12 pieces of furniture. Delivery occurred 6 weeks later; however, several items were damaged. In fact, the boxes were marked "Damaged" yet they were delivered anyway! Delivery personnel were reprimanded by the Delivery Supervisor because "they should not have shown the customer the Damaged label".

After multiple calls with customer service I found out that the items were repaired. For example, one corner of the dinning table (which was completely smashed) was reshaped by applying a VERY generous amount of wood putty. Wood putty works for small repairs, not rebuilding an entire section.

Customer service initially argued that the service agreement gives them the right to repair any damaged items. I argued that the repairs were poorly done and that the furniture pieces now barely qualify as "refurbished" items; I purchased and paid for "New" items! After some arguing, I was promised that the replacement items would arrive within a week. 4 weeks later, I received a delivery for some, but not all the remaining items.

It has now been over 2 months since I placed the order and I am still waiting for a delivery to complete my purchase!Desired Settlement: I just want to end this never-ending saga of incompetence! Complete the delivery and I promise to never EVER purchase anything from Coleman Furniture again!

Business

Response:

[redacted]

Customer has been scheduled for delivery on a replacement hutch. Customer was contacted by EDC Movers for a white glove delivery company, and confirmed delivery for 8-**-2013

Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and confirm that the delivery is scheduled for 8/**/2013. I find that this resolution is satisfactory to me and the matter has been resolved provided that the delivery is made as promised and with undamaged products.

Sincerely,

Review: The issues with this company are numerous, everything fro how long it takes to recieve the item, and recieving items damaged, to getting a response back to answering the phone, these are the indications of a company not getting hammered hard enough. Ordered three pices of furniture in early May, furniture wasnt delivered to Aug [redacted] then two pieces of furniture were damaged, we contacted the number on the invoice provided by the delivery company ###-###-#### the lady wanted us to keep the furniture, the invoice states to contact that number while the driver is still there, and to return the damaged furniture only, we did so. Now its Sept and we still do not have our remaining two pieces of furniture, 1 love seat and 1 sofa. Trying to ahold of these folks is like pulling teeth, now we did purchase a protection plan when we first bought the furniture but its sad to know youd have to use it before you sit on it.Desired Settlement: I would like the furniture I paid for delivered in perfect condition like YESTERDAY.

Business

Response:

[redacted]Customer received sofa and love seat that had what looked like slice marks on the leather when delivered by our New Mexico delivery partner. Both items were refused at time of delivery.Our manager has spoken to the customer, we are having the replacement leather for both pieces sent to the customers home and a tech will go to the customers home to replace the leather. Customer has agreed to that and the material has already been shipped via [redacted]. We will continue to work to get this resolved properly.Sharon M[redacted]Coleman Furniture

Review: I order this adjustable bed on May **, 2015.

Adjustable Bed 300130QM

ID: [redacted]

Sale Thru July **

$1,055.00

Product Details

Manufacturer

Shipping

Warranty

Reviews

Q & A

The [redacted] Adjustable Bed Provides You With Customized Comfort, Maximizing The Use And Health Benefits Of Your Bed By Raising The Head And Foot Of The Bed To Your Desired Position. With An Adjustable Bed, You Have The Luxury Of Creating You Very Own Personalized Comfort Zone To Return To Day And Night. The [redacted] Adjustable Bed Paired With Our Visco Memory Foam Mattress Allows You To Pamper Yourself. It Is Not Only Designed To Provide You With An Exceptional Sleep Experience, But It Provides You With Unsurpassed Comfort For Reading, Watching Tv, Working On Your Laptop , Or Simply Relaxing On The Pressure-Relieving ,Body Conforming Comfort Of A Visco Memory Foam Mattress In The Privacy And Comfort Of Your Bedroom.

FEATURES:

Finish Color: Cherry

Provides You With Customized Comfort

Adjustable Bed

Personalized Comfort Zone

Designed To Provide You An Exceptional Sleep Experience

Provides Unsurpassed Comfort For Reading, Watching Television, Working On Your Laptop Computer Or Simply Relaxing

It Is Not Only Designed To Provide You With An Exceptional Sleep Experience

But It Provides You With Unsurpassed Comfort For Reading

Watching Tv

Working On Your Laptop Or Simply Relaxing On The Pressure-Relieving

Body Conforming Comfort Of A Visco Memory Foam Mattress In The Privacy And Comfort Of Your Bedroom.

Bed Only, Mattress sold separately

Bed fits up to 8" Mattress

The only thing I got was just the adjustable part to this bed and nothing else. No bed frame or mattress. I call Customer Service and talked to Michael, he check in to it called me back and told me because the ad was a misprint that they were giving me a $500.00 in store credit for any bed frame up to that price and I pick out theTimberline Queen Sleigh Bed ID: ASL-B258-57-54-96 told Michael which one and he said great and I have call them at least 6 times and I have e-mail at least a doze times to when I was getting this bed frame and no one has answer me backDesired Settlement: I want the Timberline Queen Sleigh Bed that I was promised that I was supposed to be getting.

Business

Response:

[redacted],We have worked with the customer, and made this gesture, even though the original order was filled as advertised. Please have customer reach out directly to the head of customer care - Felice C[redacted] at ###-###-#### and reference this response - who will assist in getting this resolved for the customer.Thank youSharon M[redacted] Coleman Furniture?

Review: I have done everything I was told in red on the website I called Coleman Furniture including the delivery company AN all no one would pick up the phone because they were closed on a Sunday the driver through the furniture and left without me signing the invoice for anything when I call both companies they denied coverage for the broken itemsDesired Settlement: I have been more than patient and calling each and every company trying to talk to the supervisor to bring the resolution but they stayed clearly that since the guy did not hand me in the the invoice they cannot do anything Later on I found a guy had forged my signature on the invoice Not only was the delivery company not professional but the guy was drunk and had dropped the couches three different times

Business

Response:

[redacted]

This customer is trying to defraud Coleman Furniture, threaten our staff as well as the delivery company, and it seems like he is trying to evade taxes as well. Customer lives in New York and sent in a tax free certificate as he was purchasing for an organization. Meanwhile he shipped it to his personal home as you can see on the details of the order. I have attached the email of his tax certificate, as well as a copy of the order.

As per our terms and conditions which customer agreed to at time of order and can be seen here: [redacted] customer is responsible to inspect items at time of delivery.

This customer signed the BOL clean that everything was delivered in perfect condition. He also filled out a separate survey with specific questions regarding damages, and it is also clean.

Please see the threatening emails that customer sent this morning to our delivery company.

As per this situation - we can not work with a threatening defrauding situation.

Please see all correspondence and advise what we should do.

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]

Making accusations regarding religious organization which had purchased apartment building for the flood and hurricane victims

[redacted]. we have tried every peaceful way to resolve this. Instead they lie about our tax exempt status and make accusations. The only way to solve this NOW is we are forced to notify the FBI for the remarks that the delivery crew had made and regarding the false accusation about our tax exempt status

they will also be hearing from my lawyers

They were trying to blackmail us by saying if we didnt drop this claim from Revdex.com that [redacted],and that noone has ever won from them

Every avenue I can find and every goverment agency I can find I will make sure they get notified so they can never do this to anyone els

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

Sincerely,

Review: I rececntly relocated and ordered a full bedroom set from Coleman the end of December 2014. End of January, 2015, I received an email from Coleman's Customer Service that my furniture set was being inspected for quality by a local delivery company prior to delivery. Second week of February, I received my furniture and several pieces were damaged. As instructed by Coleman, I refused the two damaged items (Armoire door boarder was broken and King headboard had a "manufacturer defect" according to delivery people). Day of delivery, I also called Coleman and left a voicemail. Next day I received a generic email that they would provide 100% guarantee and satisfaction (Coleman website says within 5 days). I have left several unreturned voice messages and emails. Last Friday, I requested to speak with a [redacted] and somene named [redacted] spoke to me and assurred me that they were working on repairs "as we spoke" and she would handle my call in the future. I expressed my frustration at not having my furniture and was dismayed about Coleman not replacing the item but repairing them. [redacted] directed me to the Terms page of Coleman's website and said they had the right to repair rather than replace the item. She said she would contact the repariman and call back end of last friday....I am still waiting today (Tuesday) so I called again and another Customer Service person said [redacted] was in a meeting and wouls call me back. I am totally dissatisfied with the lack of responsiveness and lack of follow-through in providing me with the items I previously ordered. I spent $4200 for this furniture and expected "new" item, not repaired. It's now February **, 2015 and I continue to sleep on a mattress that's on the floor. If I had seen the numerous complaint againt this company, I would never have ordered from Coleman.Desired Settlement: Please replace and re-deliver the remainder of the bedroom furniture items (top of Armoire and King headboard) originally ordered within the week February **, 2015.

Business

Response:

[redacted]We are working to have [redacted]'s order completed and delivered in full to her home as quickly as possible. As of today, we are waiting for a replacement headboard to be shipped from the manufacturer. Her armoire has been fully restored and as soon as the headboard is received, we will arrange for delivery.[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:

[My complaint has not been resolved. I continue to have to call Coleman as they do not initiate any contact whatsoever. I continue to receive the same terrible customer service. I called Tuesday (March *, 2015) after I didn't receive a call Monday as promised, I am put on hold and later I am told that someone will call me be the end of the day to let me know when to expect the rest of my furniture but know one ever calls or emails. It's Wednesday evening and still no call or email....I just want my furniture and not have to deal with this company again.]

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:

As of 04/**/15, I still do not have my Armoire top and have beeen unable to confirm the the repairs have been completed to my satisfaction. Thus, my complaint has not been resolved.

Sincerely,

Business

Response:

[redacted] has been sent pictures from the delivery warehouse staff showing that he furniture has been fully restored and is ready for delivery. We are working to have her scheduled as soon as possible.[redacted]Coleman Furniture?

Review: Complaint #1 I bought the 19501 Westen Granite Sectional in October 2014. When the item was received it was inspected and looked fine, so I signed the form. Within a few days the couch (foldout bed) started rattling and squeaking. I removed the cushions and inspected the mechanism closer. The mechanism (foldout bed) was broke off and not attached to the frame. The screws had fallen out and were falling out of the other side. So I tried to re attach the screws and mechanism. Every since then the couch is very annoying to sit on because of the loud noises and squeaks it make. At this point the couch was about two weeks old with the tags still on. So I called to get my options for replacement and/or repair. After countless phone calls to Coleman Furniture and numerous emails with pictures of the damage, supposedly the manufacturer said they could not authorize a replacement so instead they gave me $150 for repairs. Which was great!!! So I found a local repair man to fix it, he tried to readjust the screws, but the noise and squeaks continued so he suggested getting a new mechanism (foldout bed). So again after countless phone calls, I was finally able to get a replacement mechanism, but the company wants me to pay $118 for the shipment of the new replacement. This is unacceptable, the couch is poor quality and the damage could not have been seen by a delivery inspection. It took a few days for the screws to work their way out and the mechanism to start its unbearable squeaks and rattles. Complaint #2 the whole time I was calling the people I spoke to were nice but, failed to email and keep me informed of my shipment. I heard the phrase "we will email you by the end of the day" at least 5 times and never once received an email informing me of an update. So I would always have to call and speak to someone new and discuss my whole situation all over again. Then I would get the run around again , " Sir we do not have an update, we will email you by the end of the day" When I final spoke with supervision, they tell me I have to pay $118 dollars.Desired Settlement: I would like the replacement mechanism without paying the $118 shipment charge, or a replacement couch without the poor quality fold out bed. Then I would like to submit my 2 invoices for the repair totaling $130 for reimbursement by the manufacturer. Then I would be happy to never have to speak with that company again.

Business

Response:

[redacted]We definitely apologize for any lack of follow up - it's never our intention to frustrate our customers or leave them in the dark. However, the information that [redacted] received was correct - the customer is responsible for delivery charges. In regard to reimbursement, we would need to have copies of the receipts or invoices sent to us so that we can have these submitted. We would ask that [redacted] please email us at [redacted]Coleman Furniture

Review: I PURCHASED A SET OF BARCELONA COCTAIL TABLES MAY [redacted] 2012. IT WAS DELIVERED IN SEP 2012 AND 1 METAL BAR ON THE COCKTAIL TABLE WAS BROKEN. THERE ARE 4 METAL BARS WHICH HOLD THE LEGS STABLE AND WITHOUT 1, 2 LEGS ARE LOOSE. THE DELIVERY COMPANY TOOK IT BACK AND SAID THEY WOULD CONTACT COLEMAN FOR REPLACEMENT. AFTER MANY PHONE CALLS BACK AND FORTH, THE DELIVERY COMPANY'S REPRESENTATIVE TOLD ME COLEMAN WOULD ORDER A WHOLE NEW SET TO REPLACE MINE AND IT WAS DOCUMENTED ON THEIR WEBSITE AS WELL. HOWEVER, NOW IS AUG 2013 AND I STILL DON'T HAVE ANY REPLACEMENT, NOT EVEN 1 SINGLE METAL BAR. I'VE BEEN CALLING COLEMAN FURNITURE MANY TIMES AND EACH TIME, I WAS TOLD THEY WOULD CALL THE MANUFACTURER AND WOULD CALL ME BACK THE SAME DAY TO LET ME KNOW WHAT'S GOING ON. NEVER HEARD BACK. THIS IS THE WORST CUSTOMER SERVICE EVER. IT'S A FRAUD.Desired Settlement: I WANT THE REPLACEMENT. EITHER IT'S THE WHOLE SET, THE COCKTAIL TABLE OR JUST THE SINGLE METAL BAR, AS SOON AS POSSIBLE. NO MORE CALL AROUND.

Business

Response:

[redacted]

We have a replacement on order. The manufacturer is expecting them in North Carolina at the end of this month - and we will then have the delivery scheduled from North Carolina for this customer.

We will keep customer advised.

--

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 emailed the Coleman's representative when he sent me an email regarding the replacement back in August. I didn't hear anything from him since then so I emailed him last week, no response. As he stated in the email, the replacement is expected to be in North Carolina at the end of Aug and the delivery company should have contacted me during Sept. I received no phone call or anything. Just for the record, the delivery company knows me and my case well enough since I talked to them countless of times. This has happened for the whole last year as I received promises from Coleman and then the delivery company never received anything. Coleman kept saying it's coming soon and before I knew it, it was a year past already. I really appreciate your help since I really didn't know where and who to contact to resolve this.

Sincerely,

Business

Response:

[redacted]

We have confirmed that the requested parts have now arrived in our North Carolina warehouse and the warehouse has left a message for the customer to schedule delivery.

We apologize that delivery took longer than we had hoped for but as soon as customer confirms, delivery will be scheduled.

Coleman Furniture

Review: On Apr **, 2013, I bought The Wave Rectangular Leg Dining Room Set including 1 x The Wave Rectangular Leg Table and 3 x The Wave Wood Back Side Chair Set of 2 at Coleman Furniture online retail store ([redacted]) and my HSBC MasterCard was charged by the amount of $1,307.20 as RENEGADE FURNITURE GRO ###-###-#### NY.

On May **, 2013, unfortunately, the Wave Rectangular Leg Table was delivered with wrong legs.

I'm disappointed because the time of 6 weeks you asked me to solve the issue already expired and for because the delays of receiving a formal plan from you by email.Desired Settlement: I require a FULL REFUND of $1,307.20 to my Credit Card as you couldn’t send a replacement Wave Rectangular Leg Table with the correct legs at my address by the week of July **, 2013 according to your e-mail received on Jul **, 2013.

Business

Response:

[redacted]

As per our discussion today with customer - we have the corrected pieces already at the delivery company - Alpha Omega home delivery, based in High Point NC. They will be reaching out to customer to get them setup right away for delivery. Customer will get a call from delivery company to schedule delivery.

We are committed to resolving issues as quickly as possible and have worked with the manufacturer and delivery company to correct this as quickly as possible.

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 response contains a status that I had already received 4 weeks ago from the Steven Smith, the Customer Service manager when he had promised me that a new table would be delivered in the week of Jul 15th.

Review: This is to inform you of the nightmare I hae endured with your furniture group.I ordered $4000 of furniture on 4/**/2013 my order was delivered on 5/**/2013. 2 pieces were damaged which was annotated on the invoice and bill of laden and sent to be repaired. I waited 6 weeks to have my furniture repaired and during the process I got nothing but excuses. I always initiated the call never once did Coleman furniture call to give me an update. I waited a week between calls days giving them the chance to redeem themselves but that never happen. On 6/**/2013 I received the remaining pieces still damaged. I called coleman furniture again 6/**/2013 and spoke with [redacted] yet again. who promise Replacement pieces was ordered.

so I waited till 6/**/2013 an called them again [redacted] had no update just excuses he had to check on the warehouse to see when they will ship out my furniture. Its now 7/**/2013 still no update no follow up. Now the items I have been patiently waiting for are on backorder till the end of this month. and the response from coleman below makes no sense. I have been in contact with customer service. Another delay I was promised delivery of 1 piece the recliner on the 07/**/2013 now its sometime that week. I was also promised the buffet on the 07/**/2013 now sometime after 8/*/2013. Over 3 solid month of waiting for my order to be completed this is utterly ridiculous for any company." On 8/**/2013 [redacted] informed me that it did not look good and he would call me back. That did not happen. On the 8/**/2013 at 11:10 am [redacted] agreed to refund me $1500 and pick up the china cabinet I asked him are we clear on the refund amount he stated yes. Instead he refunded $1101.05 I paid $1159. On previous occasion [redacted] agreed to the terms option 1 or option 2 of this email which was sent to him.

Hi [redacted]

1st option: Based on our conversation acceptance of the buffet is contingent on the quality of work perform on the repair.

If the repair is acceptable we would like a discount of $400 rather than your offer of $300 This is based on $100 dollars a month for each month we waited totaling 4 months.

2nd Option: If the Buffet is not acceptable we would like the Buffet that you said is in Wisconsin to be expedited to me This should take no more than 5 business days. 33 hours from Wisconsin to California and 12 hour from California to NM. Estimated arrival time to me Aug [redacted] not a day later and for our additional wait on a new piece we will accept a $200 discount.

3rd option is have your shipping company pick up the china cabinet. this way you can match it with the buffet and sell it as a scratch and dent. and give me a refund of $1359 this is the original cost plus the $200 for our patience during this whole ordeal.

We Agreed Option 1 was the quickest solution and this fell short at a minimum he adhere to the first agreement of option 3Desired Settlement: That Coleman honor the terms of option 3 at a minimum for the 4 month nightmare I endured plus they only refund $1101.05 I Paid $1159 this should be the refund on the items discussed above.

Item Sku Qty Subtotal

Pegram Pebble LAF Zero Wall Power Recliner ASL-2090058 2 $1,030.00

Pegram Pebble RAF Zero Wall Power Recliner ASL-2090062 2 $1,030.00

Pegram Pebble Zero Wall Armless Recliner ASL-2090019 2 $690.00

Leighton China and Buffet ASL-D577-80-81 1 $1,159.00

GBS 5-Year Premium Protection Plan COVERS ENTIRE PURCHASE GBS 1 $100.00

Pegram Pebble Console with Storage ASL-2090057 1 $265.00

Subtotal $4,274.00

Shipping & Handling $0.00

Discount (spring) -$213.70

Grand Total $4,060.30

Thank you,

Coleman Furniture

Business

Response:

[redacted]

This customer had an issue with one piece of the sectional and the buffet doors. We replaced the sectional piece and customers issue with sectional was completed. We also informed customer that we would attempt to repair buffet - but as this was discontinued, if we were unable to repair we would fully refund customer for entire purchase amount on china buffet. We asked customer to donate the china which customer has in home, but after customer said that he was unable to, we refunded the entire purchase amount on buffet. Customer paid 1101.05 and this was refunded yesterday.

The compensation discussed was in regard to keeping the furniture with issues - but as we have refunded the entire amount paid, we have given back all funds given to us for these pieces.

We have fulfilled all promises given to this customer.

Coleman Furniture

Review: I purchased a dining table for 1600 in Dec online. On delivery, the product was noted with damages to edges of table , knot in the wood and trash sprayed on 2 of the legs in the table.Same was communicated to Retailer with photos & videos , reported on same day of delivery .

Retailer said he would arrange for a technician to get all of it fixed.On the day technician, showed up I was informed only the damages to edged would be fixed . Contacted the Retailer and asked why the knot in wood and trashed spray in the legs are not fixed . Retailer claimed the knot in wood and the trash sprayed on legs were not defects and refused to fix it .

A) Selling of a defective Product.

B) Not owning up the defect and failing to restore the condition of a table as it would be for a new table

C) Poor Customer Service.

Customer Service Agent and Supervisor who were on phone picked up an argument with both me and Service technician when the technician acknowledged a Knot in the wood and Trashed spray on the legs were defects.

D) Failed to deliver the product in packed condition. The Product was assembled at warehouse, again broken apart by delivery agents in front of my apartment door and re-assembled inside leading to damages to edges .

E) No assembly instructions was provided.

F)Failed to provide the Manufacturer's contact information and the communication Retailer had with Manufacturer.Desired Settlement: Complete Refund, Train the Customer service representatives to provide professional service.

Business

Response:

[redacted] This gentleman purchased an item that has an antique oak finish. As such there are intentional markings on the item to give the illusion of an antique item. During delivery there was a chip that was noted that is not part of the intentional antique look. A technician was sent to address the chip and customer wanted the technician to address multiple issues that were intentionally created by the manufacturer. We advised the customer that we would not be able to modify the item from the manufactures intentions and the customer was not happy with that and insisted we clear up all the intentional antique marks such as knots in the wood and such.

Review: I have been waiting for a King size bed, night stand, and mirror from them that I had to refuse. I received my purchase (a sectional, a large dresser with a mirror, 6 drawer dresser, 2 nightstands, and a king size bed together around $3000) on December [redacted] but the delivery company damaged some of it. I sent back the bed, a night stand and the mirror. Every time I call they tell me they're working on it and the holidays have slowed things down. 2 days...Christmas Day and New Years Day have held it up an entire month! I asked if I could just return it since it has been so long but the said it's a 25% non negotiable refund fee!!! The have not cared at all. Not that I want to ever buy from them again but they could have shown a little customer service and offered some store credit or a discount...something for the trouble I have been dealing with. Also, they didn't offer any sort of understanding to the matter. [redacted], the woman I've been dealing with, keeps saying she can call and get an update and that's all she can do. I have been more than patient! They are a horrible business and I'm reporting them to the Revdex.com today. In addition to all of that, the "reputable delivery company" the used to deliver and set up my furniture tried selling me a mattress from "some side work he does" it made me very uncomfortable!! They walked around my house in places they didn't belong and when I refused the furniture he got really agitated. I would NEVER recommend this company. I have read numerous reviews since my purchase and have read nothing but complaints about customer service. 100% Customer Satisfaction is a joke. I asked [redacted] to speak to a [redacted] and she said she was the [redacted] and that I can talk to her. Obviously she has not been helpful and she does not care about customer service. This is a perfect example of what NOT to do as a business! It has been over a month and I still haven't received any of my furniture! I just want my furniture ASAP or a full refund!! Worst experience I have ever had.Desired Settlement: A 100% full refund.

Business

Response:

[redacted] did refuse the bed and one night stand at the time of her original delivery. Last week we followed up with her to advise that replacement parts were order and received to address the issues that she reported to us regarding her nightstand. The bed could not be fully restored and, and a full replacement was ordered?. The replacement bed has arrived at the delivery warehouse and is in the process of being inspected.We have offered [redacted] a discount on her order as compensation for the delay in having this completed. We are already working with the delivery company to arrange for the next available delivery date for her.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved pending delivery of the furniture.

Sincerely,

We ordered a beautiful sectional on November [redacted] from this company. It is now currently February [redacted] and still have not received it. The website claims it will take 4-6 weeks. We have been pushed back at least 10 times with dates for the product to leave the manufacturer to be delivered. I guess their deal and discount really is too good to be true unless you want to wait half a year or longer to receive your couch. Today I broke ties with this terrible company and ended the long hassle. I work in customer service and this company does not portray good quality customer service or respect of the consumers. Some people who work their do seem to have attitudes, I am tired of talking to managers and want the CEO to know how terrible our experience was. They offered to compensate me $30 on a $1,000 couch. Really? Then they decided to up the compensation to $125 after I complained because the date kept getting pushed back. I called today after ANOTHER push back saying they can compensate us $300 off the sectional or I am canceling for good. We originally were excited about the low prices on this website considering we are a military family and looking to save money. However, the outcome of all the hassle and push backs was not ever worth it!!!!!!! I am writing this review to save everyone else from experiencing the trouble we did.

First of all it took a VERY long time to receive the furniture. Was promised on it numerous different times. Then I was charged 30% more than I was supposed to be and they still haven't refunded me the difference. SCAMMERS!!!!!