Coleman Furniture

Review: I ordered from colemans after doing research on the sectional I wanted. Looking on internet found coleman , so proceeded to read their policy and procedures. Always a good thing to do. After reading this. I decided to call them direct before I ordered the sectional. I asked if there was anything he could do for me . My mother passed and we now had a thirty day escrow., I told him. And I was planning to have everything, everyone slammed together. I was scheduling this to a tee. So he called [redacted] shipping company and also [redacted]. Gteat news, in stock, and we, as in the company said three weeks. Perfect timing, shoot it. And I paid for it on the spot. A week later I called them to get an update. Note I shouldnt have to do that at all. Then they told me they sent me an email, um no where's the email. And yea they only do it through their website and not send it to your primary email. That email than mentioned than ill will be now four to five weeks. Alittle perturbed about that, I sucked it up. An db this whole time, my card was charged for this.

My movers on time, every th ing going as planned, no couches were delayed. Fine ok, ill be busy wnough putting things away.

Again I called for an update, granted alittke mad by now, but calm and professional. I ask to speak with their management. In which I gor the customer service manager, a she.I tell her my issue. Now by all the update I am callinf for, you hear their people read right off their p and p, s., lol I know already read them countless times. So the manager begins to do so on the p and p, s. Did she hear anything I said. Thats why I called first before order was .placed and was told three weeks. She said what do you like us to do send them to you damaged. In a snide very agreesive tone. So ok a smile as I shake my head and calming say at this point, I dont care. Thia is wherw she goes fine ill just call their shipping company. Have them unwrapped it and send it to you. Thats when I informed her shes being recorded. And apparently I was too.

Its now a month and the only updat I got is, its in route to shipping conpany. That was two weeks ago. And they cannot tell where it is. So another csr told me oh sorry itll ship out next week wait hold on thats what the manager told me a week ago. So I ask how far is it. Ahe says another rheee weeks. Wow. And the first day that money was gone. Something very shasy is going on. Plase look into

thank you [redacted]Desired Settlement: As I have nothing to sit on. I eant it as soon as possible.

Business

Response:

[redacted]This order - [redacted] is set to ship from the manufacturer out tomorrow and be at the local delivery company by the end of this week. We will put a rush on the order - to get it to the customer as quickly as possible. [redacted]Coleman Furniture

Review: I ordered our sofa, online for $700.00 Dec. *, 2014. It was supposed to be a Christmas present for my husband. I asked if there was a rush delivery because I wanted it to be a surprise. I was told that it would be in my house by Dec **, 2014! I called once a week to check on the status of the furniture. My responses on the phone with the rep were, "It's on its way"... "There was a problem with the port"... "The delivery company is having issues."

We received our couch, Jan [redacted] or [redacted]. The delivery company came in and showed me the pictures they took on their phone when they first saw the couch. It was not in a box. It was not wrapped in plastic/cloth. It was "White Glove Delivered" It had a thread that was hanging and could unravel the console. There was a big black scuff mark on the side. The delivery guys wrapped the couch up with plastic and then put it in their truck and drove it to my house. They told me to contact the Colemans and state my issues and ask for my refund. I called several times and finally talked to someone. I was told to "email her with pictures of my damaged couch." I did so on Jan **. Never heard anything back. I called, I wrote emails, I called some more, and was always put on hold for over 20 minutes.

Finally, today, Feb [redacted], someone on the other end of the phone talked to me, not after putting me on hold for over 20 minutes though! The manager of the returns department, [redacted] refused to listen to me. She kept talking over me and telling me that she absolutely will not return my money because I am over the 5 day return date. I told her that I called and sent emails with my complaints within those first 5 days and we never returned an email or a phone call. She said that she apologized for that, but she still is not going to refund my money. I told her that we've had the couch for almost a month and the thing is already falling apart, it's not comfortable and I just want my money and they can have their couch. She refused. She offered to send a technician out, but I was so over the situation, I just want my money back. The fact that they made me feel like I was being ripped off....was made to feel like they purposely didn't return my dozens of calls and emails, just so I wouldn't get my refund in said amount of time.

The second I got off the phone with her, not resolving my issue, Lori FINALLY returned email today from an email I sent out Jan **!! She said "As per our conversation today we are not able to return your furniture. Per our terms and conditions you have 5 days from the date of delivery to return and item and we have passed that time frame.

I truly feel like this company purposely ignored me just to profit. It was the worst customer service that I have ever dealt with! I would NOT recommend this company to ANYONE!Desired Settlement: I just want my $700 back. They can take their crappy couch and crappy customer service.

Business

Response:

[redacted]The customer did contact us at the time of delivery (January **) and reported the loose threads and scuff. Both issues are minor and easily addressed. The delivery company has contacted her to set up a technician to come to her home to have these issues rectified, but to date the customer has not responded to their attempts to have this scheduled.Since the furniture is still in the home, we would need [redacted] to respond to the messages that have been left for her in order to get this resolved. We do appreciate her business and would like to make sure this is taken care of

[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 I stated, the couch is already falling apart. It's a month old and the cushions are sunk in and the recliner leg piece is uncomfortable . Had Coleman's offered to have someone come out when I sent my original request, THE DAY I RECEIVED THE COUCH (keep in mind, a month late) , perhaps this wouldn't have come this far. When a company WAITS a MONTH to RESPOND to a customer, leaving the customer no chance for an exchange or refund, it's very bad business. I want my money back and they can have their [redacted] couch back. ]

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

Sincerely,

Business

Response:

[redacted]The customer did contact us at the time of delivery (January **) and reported the loose threads and scuff. Both issues are minor and easily addressed. The delivery company has contacted her to set up a technician to come to her home to have these issues rectified, but to date the customer has not responded to their attempts to have this scheduled.Since the furniture is still in the home, we would need [redacted] to respond to the messages that have been left for her in order to get this resolved. We do appreciate her business and would like to make sure this is taken care of. We will be able to assist in the communication - but we have not been successful thus far.[redacted]Coleman Furniture

Review: My husband and I searched for a new dining table for our first home for several months before deciding to make our purchase with Coleman Furniture. We were reassured by their claimed emphasis on customer satisfaction, and photo and video of the product that made us confident in its quality. We live conservatively, and viewed the purchase as an investment piece that our family would enjoy for years to come.

We patiently awaited the table's arrival, and it finally arrived a full month later than expected. To our dismay, the table we received is "distressed," (the word was used by customer service), as well as veneered - yet neither of these attributes are depicted or described in the online item listing.

The "distressed" effect is achieved via a repeated mechanical strike which creates a pattern than friends and family have likened to "a prisoner counting their days behind bars," and "damage dealt by Edward Scissorhands." This flowery imagery is included to help describe the distressing to make it clear that the pattern in no way creates an effect that would naturally occur with regular use, and is achieved to the dissatisfaction of not only ourselves, but to every person who has seen the table. This strike pattern appears not once or twice, which may have been acceptable, but over twenty times on the table. So, in addition to it being distressed in such fashion despite no accurate photographic depiction, the distressing is excessive.

It took nearly one month to get any concrete response from customer service, who told me the manufacturer says that is how the table is supposed to be, and therefore there is nothing Coleman can do about it. I disagreed, and said the final responsibility of customer satisfaction is within their realm of control, and that restitution would be our desired resolution because the item was not accurately portrayed. I proposed that they could offer a remedy in either refund or store credit.

Their [redacted] disagreed - despite admitting himself that the angles of the photos do not clearly show what the distressing looks like, and that the listing does not explicitly state that the item is distressed. He claimed that the subjective terms used in the product listing, like "Old World Style; farmhouse; and weathered oak," "imply" distressing, and rejected my assertion that their phraseology is open to interpretation. He stated that I was wrong to expect a table that was not distressed. Furthermore, he refused to put me in contact with any company representative higher than his station, and suggested I sell it online myself rather than pay their steep return shipping and re-stocking fees.

The company claims it is not their responsibility to accurately portray these items, and refused any remedy despite my stating that we would never have ordered the table if it had been portrayed as it truly is.Desired Settlement: We are seeking a full refund and for return shipping and re-stocking fees to be waived. We believe this is fair considering the inaccurate portrayal of the product, the time spent in attempting to resolve the manner, and the highly unsatisfactory length of time it took both for the order to be received and for our concerns to be addressed.

Business

Response:

[redacted]

This customer is not happy with the look on the furniture. Customer paid 546.00 for the dining table which includedfull white glove delivery and setup in room of choice. All furniture is brand new direct from Liberty Furniture - the manufacturer and below is the email that we received confirming from the manufacturer that the pictures are identical to the listing and the customer purchased distressed furniture as seen here and detailed on this link to item that customer bought [redacted]

Email from manufacturer, Liberty Furniture

Hi [redacted],

Received the pictures and that is the distressing that is meant to be a part of the finish/look. It is a machine that actually rolls across the wood to make those marks.

Best Regards,

Liberty Furniture Industries, Inc

We have delivered the furniture ordered on this order.

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]

Coleman Furniture is not addressing my concerns. Their response does not address that regardless of whether the furniture I received aligns with the manufacturer's specifications, the photos on the retailer's site do not display the listing "identically" to its appearance in person, despite Coleman's and Liberty's claims. None of the distressing that I have taken issue with is visible in their listing images.

Again, I cite my conversation with their customer service manger, [redacted], as a case in point. I told [redacted] that while in person the table is clearly "distressed," online photos of these "distressed" markings appear to be nothing more than knots in the wood. [redacted] himself admitted in his reply that the angle of the pictures does not clearly show the distressing, yet proceeded to argue with me for ten minutes that it is obvious the table is distressed...

I maintain that the marks are not clearly visible in the listing images, nor is the fact that the piece is distressed stated in the product description - had they been, I never would have purchased the furniture.

Coleman Furniture is brazenly refusing to remedy their admitted failure to accurately portray this product - once more, I emphasize their [redacted] himself conceded that their listing photos do not display the "distressed" machine strikes - and their efforts to placate me with their manufacturer's satisfaction in lieu of taking responsibility and offering me a refund and return are a failed and insulting endeavor.

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

Sincerely,

Business

Response:

[redacted]

We have addressed the customer's issues with the manufacturer - and as previously explained - everything was delivered as ordered in perfect condition. Our customer service team promised customer to look into details - which we did - but confirmed that everything is 100% according to manufacturer's conditions. Furniture was all inspected by customer at time of delivery and signed for in perfect condition.

Unfortunately at this point, there is nothing else that we can do for this customer. We have exhausted all efforts on this.

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 can only hope that this exchange will be made public on the Revdex.com site, to forewarn other potential customers that Coleman Furniture has no interest in customer satisfaction. If they did, they would offer a refund for the product that they did not accurately advertise (which they admitted to). The product delivery was accepted because the "distressing" was clearly intentional, considering the same scratch marks occur over twenty times on the table.

My issue has always been that Coleman refuses to accept responsibility and right their error in falsely advertising the table's appearance: failing to disclose it is a distressed piece, in description, photographs, and video.

They offered no apology or restitution for my dissatisfaction regarding either the table's appearance, or the fact that it took three times the given delivery window to arrive. Then, they said I could return it, but suggested I not bother, because I would only be refunded about 18% of the purchase price because I would be responsible for not only return shipping and an exorbitant 25% restocking fee, but also covering the outbound shipping that had been free at the time of purchase.

Also, FYI, the shipping company had already assembled the piece before bringing it into the house - making it impossible to return, according to Coleman's return policies. Which begs the question, did I have a chance in obtaining any restitution in the first place?

As a result, they have lost the lifetime customer value of my husband and I - a young couple who purchased this table as our first "quality" piece of furniture - and all of our friends and family who ask about our experience with Coleman.

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

Sincerely,

Review: We ordered a $4,000 worth of furniture on January *, 2015. The furniture was delivered on February **, 2015. While the furniture was being placed in our home we noticed there was damage to the furniture. The delivery person also noticed the furniture damage and he called their office immediately and took photos of the damage. We refused to except the furniture and it was removed from our home at that time. We contacted Coleman Furniture at that time and they requested photos of the damage to be sent to them which we did. Coleman Furniture informed us that they would immediately begin the process for replacing the furniture. She promised to get a replacement ASAP. After numerous phone calls from us, as of April **, 2015 we still have not received one phone call from Coleman Furniture with any information. Coleman Furniture refused to cancel our order, they told us we have to allow them reasonable time to make things right. We do not think 3 1/2 months is reasonable. It is not right that they have our money and we have no answers or furniture.Desired Settlement: We want our furniture.

Business

Response:

[redacted]We sincerely apologize to [redacted] & [redacted] regarding all of the issues that have occurred during the course of their order.We will be issuing a refund and will email them as soon as the refund has been processed.Again, we are sorry for all of the inconvenience that this has caused.[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:

In our complaint, we wanted an answer for when we are going to be receiving our furniture. If Coleman Furniture can not fulfill our order, we want a FULL refund of the PURCHASE price. We have been waiting 4 months for the furniture. We do not want to be penalized with a restocking fee and delivery charge. They were paid on January *,2015 and on April **, 2015 we still do not have our furniture.

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

Sincerely,

Business

Response:

[redacted] has been refunded for their order. Again, we apologize for the issues that have occurred. [redacted]Coleman Furniture

Consumer

Response:

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

Sincerely,

Review: I purchased several pieces of furniture and delivery & installation service from Coleman Furniture on 1/**/15, which included a bedroom set (queen bed, dresser, chest of drawers, and nightstand) and dining room table and server. Delivery was also to include assembly and installation as advertised on company website and purchase agreement. When the delivery team arrived on 2/**/15, they said they were in a rush and asked me to assemble the dining table and server myself. The only piece of furniture the delivery team assembled was the bed, the remaining bedroom items arrived pre-assembled. Upon installing the bed, the delivery team asked to sign the acceptance form without mentioning any damage. However, when I went to the bedroom to look at the ONE piece of furniture they assembled, I immediately noticed a large crack through the headboard and a missing center support leg under the dresser. I took photos of the damaged headboard and missing leg, and sent an email the same afternoon 2/**/15 to Coleman furniture, also noting that I had to assemble the furniture myself and that free "assembly" as advertised had not occurred. As of 3/**/15, I have received no response confirming how these items will be replaced or installed, despite several follow-up emails and phone calls on 2/**, 3/*, 3/* and 3/**. I have documentation of these emails and a record of calls made. The only response I received from Coleman was an email on 2/**/15 saying the situation is being reviewed and someone would get back to me. This is completely unacceptable service.Desired Settlement: Replace damaged headboard, install missing support leg, and refund "fair value" of cost advertised as "free delivery, assembly and installation".

Business

Response:

[redacted]The missing leg support is being sent to the customer. We have ordered a new headboard for the customer, and our customer support supervisor has advised the customer that we will update him with an ETA as soon as we have it available. We have additionally offered the customer a $100.00 refund since he had to assist in setting up his items. He agreed with the bank on the phone that he was happy and everything was acceptable. [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 business has stated previously they were working on my complaint, however, until I see the proposed solution happen within the timeline they describe, I do not consider this matter resolved. I am also not "happy" with the solution as Coleman Furniture's response suggests, I am merely willing to accept it to close this matter because I have spent far too much time and effort on this. Had I not filed a credit card dispute or engaged Revdex.com, I do not believe I would have gotten the response I have since received, based on the lack of follow-up to my initial phone calls and emails.

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

Sincerely,

Business

Response:

[redacted]The replacement headboard that was ordered for [redacted] has been received and inspected at the delivery warehouse. Messages have already been left for [redacted] in efforts to have him scheduled for delivery this coming Monday, April [redacted]. We would ask that he return the call to the delivery company in order to confirm a delivery date.Thank You![redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

To be clear, this afternoon AFTER my latest inquiry through Revdex.com, I was contacted by the delivery company. I have confirmed Monday 4/** for the headboard replacement with them, however, this claim should remain open until the installation takes place, since previous assumptions and timelines have been given and not followed through on.

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

Sincerely,

Review: I ordered a sofa on 11/**/14 and was told it would take 2-4 weeks for delivery. Well, it's 1/**/15 and going on the 8th week since I placed my original order and I still have not received the sofa $2,500 sofa set I ordered. I called customer service numerous times asking when the sofa would be delivered and they keep telling me "next week". Their tracking system is actually very poor and they either don't know where the furniture is or they simply refuse to give consumers truthful information as to the location/status of their purchases.Desired Settlement: Deliver product and implement better customer service that can track deliveries.

Business

Response:

[redacted]We sincerely apologize for the delay that [redacted] has experienced. We did give him a 4 week ETA based on what the manufacturer advised. The changes in shipping were also due to the manufacturer changing the expected ship date.We do understand how this may appear, but we always give our customers the most updated information available.[redacted] was not charged until this past Friday, and as of today is set to receive delivery to his home by the end of this week.[redacted]Coleman Furniture

Review: I purchased a living room set from Coleman Furniture in early October hoping to have it by the holidays. When it was delivered a few weeks later the delivery company pointed out to me that they had gouged it upon delivery and I could refuse delivery, which I did. I waited for Coleman Furniture to let me know what would happen next but had to call to find anything out. When the furniture was fixed and redelivered, I wanted to inspect the repair - the delivery company again pointed out to me that the piece that was repaired look warped and was not attached to the furniture very well and I could refuse it, which I did again. Still wanting the furniture, I waited for a call from Coleman Furniture, and again, I had to call them. I was told it would be looked into and communication would be top priority. After TWO MONTHS of hearing nothing I find it has now been rebilled to my credit card - I still do not have the furniture! When I called to find out what was going on I got a voicemail AGAIN. I finally received an email stating that I could either accept the furniture (with a $50 discount for my trouble) or get charged a 25% restocking fee! What??? This is their idea of #1 priority customer service?

I have copies of all communications with this company which include emails and cell phone call records. All show that I was the person who initiated contact to resolve this sale. I have been more than patient with this company. I buy a lot of things online - everything from clothing to appliances and home improvement/construction material. I have never had this much headache with an online retailer. There was not one time that they initiated contact with me to resolve this.Desired Settlement: I would like this taken off my credit card.

Business

Response:

[redacted] refused her initial delivery because of scratches on the furniture. We had the furniture addressed by a qualified furniture technician and re-delivered to customer. Customer refused the second delivery as well. When we followed up with the delivery team and technician, there was no damage found to either piece of furniture. [redacted] did dispute the charge with her credit card company and while the dispute was open, funds were temporarily restored to her account. When the credit card company settled the issue, the charge to her credit card was restored - we never re-charged [redacted].As per our last email to her, we are willing to deliver the furniture and complete her order. However, if she does not choose to accept delivery, we would cancel the order in accordance with the terms that she agreed to at order. We are awaiting [redacted]'s response on how she would like us to proceed.[redacted]Coleman Furniture

Consumer

Response:

The response that [redacted] has given you regarding this complaint is only partially true at best. The only true part of the response is that I have disputed the charges for this furniture on my credit card. I did not want to pay interest charges on furniture that I had not received and didn't know if I was going to get (since I was not receiving any communication from this merchant on the progress of the repair and redelivery of the furniture). I explained this to Coleman Furniture in one of the many phone calls to them as I tried to get this furniture in time for the holidays - each time they stated that communication with me was top priority. It obviously was not because they had never once kept me informed as to what was going on with my order.Secondly, as stated in the original complaint, it was the delivery company who pointed out to me that the furniture repair was substandard. Additionally, the credit card company has not settled the dispute. I only recently received the Coleman Furniture response to this dispute and have sent back my answer to the credit card company. Again, this has not been settled. The second charges should never have been restored and again have been disputed.In the most recent set of emails that were sent (with me initiating communication AGAIN) it was communicated to me that I could either accept the furniture or it was too bad and I would be charged the 25% restocking fee for cancelling the order. I am not the one who cancelled the order - if it was cancelled, it was Coleman Furniture who cancelled the order. I haven't heard from them since late October, I didn't know what was happening on this order and had no communication from them until I called them when they rebilled my credit card. Obviously, if the charges are removed from my credit card no further action will be necessary. I do however, want to continue to have this report on file with the Revdex.com. I do see that they have had many similar complaints against them and unfortunately they have not improved their business practices. I wish I had checked the Revdex.com site before I made the original purchase. I regularly buy things online, everything ranging from clothing to furniture, home improvement and appliance items. I have never had the horrible communication and service, or lack thereof, that Coleman Furniture has given me with this order!

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

Sincerely,

Business

Response:

[redacted]We never offered or agreed to refund [redacted] $1059.00. In our responses to her via email and the Revdex.com we clearly state that restocking and shipping charges do apply. We alternately offered a $150.00 discount to complete the order.Since we understood that she did not wish to receive the furniture, [redacted] was refunded in accordance with our terms that she agreed to at the time of order. We have attempted to cooperate with [redacted] in every way possible, but cannot waive the return charges. She has been refunded as per our terms.[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As Coleman Furniture has repeatedly been in violation of customer satisfaction issues, it does not surprise me that they are again disputing the requested outcome of this matter. Since they are the ones who cancelled this order, I should not have to pay anything for restocking it.

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

Sincerely,

Review: My wife and I ordered a sofa bed combo from Coleman Furniture and specifically told them we needed by thanksgiving. Though, when the piece was delivered before thanksgiving it was damaged and were forced to send it back.

We then had to buy something comparable. When asked for a refund, we were told we had to pay 25% restocking fees and the delivery totaling $339.25. The original price of the sofa bed was $745.00Desired Settlement: Full refund of the $745.00 since it was their fault we did not get the sofa bed.

Business

Response:

[redacted]The customer ordered a sofa sleeper which is part of a sectional. Our Sales staff called the customer to verify that the order was correct and make sure they were aware of exactly what was ordered. The furniture was refused and it was noted on the delivery paperwork that the customer wasn't aware that the piece was not finished on one side. The sofa sleeper was undamaged. We cancelled the order as per the customer's request and refunded them as quickly as possible. The customer was advised of the terms of the refund before it was processed. As noted on our website, all cancellations are subject to restocking and shipping charges, and the customer to agreed to this at the time of 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 piece was damaged and needed to be fixed. We could not wait for it to be repaired.

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

Sincerely,

Business

Response:

[redacted]At Coleman Furniture we do our very best to exceed the expectations of our customer and make sure that they are satisfied. We are truly sorry that [redacted] is not happy with how his order was handled, but we did our best to service him. The delivery paperwork states that the furniture was refused because it is not what he expected. He did notify us by email about damage to the legs, but when we had the furniture inspected no damage was found. We did let the customer know that we would have any and all issues handled, but [redacted] opted to cancel his order. He was refunded according to the terms that he agreed to at the time of order. We also received an email from the customer stating that he agreed to the refund as we advised.[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 becaus

I had no other option than to accept the refund offered, we bought something else as was stated before because we need it for thanksgiving...not after. I'm not sure why this is so hard for Coleman furniture to understand here.

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

Sincerely,

Review: I ordered several rooms of furniture from Coleman Furniture online on 7/*/14. I was told the delivery of the furniture would take 3 to 4 weeks. My credit card was charged on 7/**/14 for the full amount of $4314.00. I was informed that 7/**/14 was the day the furniture shipped from the manufacturer and that's why I was charged on that day. Shortly after, I received a call to tell me that one piece I ordered was on back order and would be delayed, and that I could receive a split delivery if I would like to receive the rest of my furniture right away. I told them I wanted the rest of my furniture right away. It's now 9/*/14, and I still have not received any of my furniture. I received an email from Coleman on 8/**/14 that all furniture had been delivered to the delivery company and would be scheduled for delivery. The email came after being told several weeks in a row that my furniture would be scheduled for the delivery in a few days. I never heard from the delivery company, so on 8/**/14, I called the delivery company and Coleman Furniture to be told that a dresser I ordered came in damaged, and they are waiting on a part to repair it. I did not order defective furniture that I am willing to accept as damaged but repaired. Again, this supposedly is holding up my furniture delivery. They finally gave me a delivery date of 9/**/14 after I got completely irritated with them on the phone. I told Coleman Furniture that I have no more time to wait for my furniture, that I had donated my old furniture a couple of weeks ago, because I was told I'd be receiving my new furniture any day, and that I need furniture right away for company that I have coming. I told them I wanted my credit card reimbursed for the furniture I never received. They told me that wasn't possible and offered a $75 credit. I got completely frustrated with the runaround I was getting and the lies I was being told, so I told them I wasn't done with this matter and hung up the phone. After I got off the phone, I did some research about the company to find many complaints with the Revdex.com for the same things I've experience with this company being fraudulent, not delivering in a timely manner, not delivering at all, or delivery damaged pieces or the wrong pieces with months of delays and issues not being resolved, and the company refusing to give refunds or threatening to charge a 25% restock fee for merchandise that was never delivered. I'm done dealing with this company and would like a full refund as soon as possible for $4314.00.Desired Settlement: A full refund for charges on my credit card of $4314.00

Business

Response:

[redacted]

The customer did order with us on July [redacted]. We processed her

order the next business day and immediately tried to contact regarding the

delay on part of her order. We were finally able to speak with the customer on July

[redacted] and confirmed that she was willing to wait the additional time.

We do not charge our customers at he time of order. We

advise all of our customers that that they will be charged once the order is

shipped from the manufacturer. Being that [redacted]' order was from more than

one manufacturer and was being shipped at different times, she was charged, as

per our policy, when the first part of her order was shipped.

We did make calls to the customer to update her as parts of

her order were shipped and arrived at the delivery company. When the part of

her order was received and inspected on 8/**, we found an issue with a dresser

drawer - there was no problem with it's functionality, but the finish of the

the edge of the drawer was not up to par. Again, we immediately let the

customer know, and gave her the option to receive her entire order and have

a replacement drawer sent to her home or to have the delivery split and only

accept the items that passed inspection. She elected us to receive and replace

the dresser drawer while she receives delivery of her remaining items. We proceeded

in accordance with her wishes, and [redacted] is scheduled to receive delivery Friday,

9/**. We have already advised her that she will be called if any earlier date

becomes available.

We do realize that delays are frustrating for our customers,

but we also strive to make sure that the customer is presented with the best

options available and kept informed on a regular and timely basis.

We are committed to excellent customer service and want to resolve any outstanding issues that this customer has.

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 information provided to the Revdex.com regarding my order is not correct and is exaggerated in favor of Coleman Furniture. Again, I do not want to do business with this company, and I would like a full refund.

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:

[redacted],

Review: Couches came damaged. One leather was ripped from bottom to top of cushion, other leather was scratched so deep it top 2 cushion and bottom 2 cushions that was unrepairable. Their delivery company more than likely caused damage as both couches were not wrapped. We had to refuse delivery and send both couches back per Coleman Furniture. I contacted Coleman Furniture 3 separate days by email and phone and waited almost 2 weeks for before got response. They said they had to have their technician look over our furniture and see if he can fix. No delivery date at that time. I also asked for some sort of refund for all the trouble (left work for 2 separate days) and the rep assured me that they offer some sort of refund for these type situations. Finally after about 6 weeks we got acceptable couches. I contacted them to see about the "some sort of refund" and they said they don't offer refunds. Please help!!!Desired Settlement: I believe I deserve some sort of reasonable refund for the 2 couches. 20-25% Total bill was $2597 but included an end table that came without any problems. Couches total was $2418. 20-25% is $483.60-604.50

Business

Response:

[redacted]

The customer received delivery on August [redacted]. We spoke to them the following business day and updated them by email on Aug **, ** & ** and Sept, *, ** & **, ** & **. In the email that customer sent to us on Friday, 9/** he said "Thank you for your communication throughout our process". We can confidently say that the customer was never forced to wait for us to respond.

He does bring up that he ordered on Aug * and received delivery on September [redacted], and he felt that this was a long time. However, this falls within the average time frame of our deliveries, includes us resolving all issues, and the customer stated that "we are pleased with our new couches ".

We strongly believe that we have fulfilled our obligation to the customer in every way, and in a timely manner.

Review: I purchased a brand new Morrissey Bookshelf Espresso. On Jan **, 2015, the furniture was delivered by a delivery company sourced by Coleman Furniture, an entity of the Renegade furniture group conglomerate, in a box without any defect or damage. The piece arrived unassembled and intact. Per purchase agreement, the cost included delivery and set-up in room of choice. Upon unpacking the pieces to be assembled, every piece was accounted for, intact, and undamaged. The delivery crew damaged the bookcase during assembly. This was witnessed by myself, my parents and also acknowledged by the delivery crew. They admitted that there was no damage to the bookshelf prior to assembly. The bookshelf is comprised of particleboard. The screws to fasten the bookshelf together was admittedly over tighten by the delivery crew which caused splitting, cracking, and significant visible damage to the shelves of the bookcase. Because the pieces that were tighten by the screws are made of particleboard, I am most certain that the structural integrity of the entire bookcase was compromised given the tendency of particleboard to weaken and fissure when over tighten. The deliveryman took a picture of damage they caused during assembly and emailed it to Coleman furniture after care team. I refused receipt of the damage bookcase and the damage was noted on the delivery manifest. The deliveryman wrote that the bookshelf was damaged. I checked that the bookshelf arrived intact and without damage but did state that the top shelf was totally damaged. On Jan **, I contacted the Coleman furniture company and was told by a representative that they would be in contact with the manufacturer to arrange for a replacement to be issued and that a rush for delivery would be requested being that I had waited 6 weeks to receive the item. She also emailed me stating that a claim was being submitted to the manufacturer. On Jan **, I received an email from representative stating that the delivery company advised her that a wood specialist was repairing my bookshelf. I called and emailed her and expressed this was not an alternative I was willing to accept because I did not pay for a refurbished piece of furniture, and the bookshelf did not arrive damage nor were there any manufacturer liable defects or damage to the bookshelf prior to assembly. On Jan ** and **, I spoke with a representative who claims to be the [redacted], and she told me per their policy that they had the discretion to allow a furniture technician to fix the bookshelf. I told her this was unacceptable because under the terms and conditions, the option to remedy the bookshelf at their discretion was contingent on the bookshelf arriving damage, and that my bookshelf arrived intact and undamaged and the delivery crew damaged it during assembly. There is nothing in the terms and conditions that address damage caused by inept assembly. I also spoke with a manufacturer representative who also stated that they would not be liable for any damages not the result of manufacturer defect or damage and that the manufacturer warranty could be possibly voided due to damage caused by a third party. The manufacturer has refused to send a full replacement or replacement parts. I have not received what I explicitly purchased, a brand new Morrissey Espresso Bookshelf that included manufacturer warranty. I did not pay Coleman Furniture for a refurbished piece of furniture, and because my bookshelf did not ARRIVE damage, I am not obligated to accept their remedy of settling for a refurbished piece. Obviously, I cannot ship or deliver my order, and I am fully aware that damage can occur during the shipping and packaging process; However I could have very well assembled my bookshelf without damaging it. If the delivery man were well trained and knowledgeable regarding the assembly of furniture as Coleman Furniture implies in their terms and conditions, the damage to the the bookshelf they caused would not have been as extensive as it was. If there was any clause stating that damage caused by inept and faulty assembly by the delivery crew would be subject to repair, I would have opted to assemble bookshelf myself and assume all liability for any damage. What I will not accept is Coleman Furniture pawning a refurbished piece of furniture off on me that is not under manufacturer warranty, void of all original manufacturer pieces nor can the qualification, certification or quality of work of the supposed wood specialist be attested for or verified.Desired Settlement: I paid for a brand new bookshelf from the manufacturer; therefore, I want a brand new bookshelf or a full refund of purchase price minus 25 dollars of credit issued for orders over a 1000 dollars.

Business

Response:

[redacted]We are operating within our published terms and conditions by having the bookshelf repaired. However, we do realize that [redacted] is extremely unhappy. We will be refunding her for the purchase price of the bookshelf.The refund has been approved and is being mailed out.[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 contingent I receive full refund of purchase price as stated. I have not been contacted by Coleman Furniture as of yet, and a pending credit for another item they were suppose to issue has fail to materialize.

Sincerely,

Review: Bought a sleeper sofa back in May 14. It took a couple of months for their first delivery attempt. When the couch was delivered it was all ripped at the bottom so the transportation company took it back and issue was noted on the bill of lading. I contacted COLEMAN FURNITURE and they said they were going to fix the couch and re deliver once it was repaired. So I paid for a brand new couch and I was going to get a REFURBISHED ONE. I kept reaching out to them because it had been three months since their first attempt to deliver it and more than 5 MONTHS since I had paid for my "brand new" item. . Last Friday the transportation company finally attempted to deliver the refurbished couch (Remember I paid for a brand new couch) and the couch had stains all over, even the driver of the truck stated the fact that the couch was badly stained. So once again, it was noted on the bill of lading and refused. It has been more than 5 months since I ordered a couch that I have not received.Desired Settlement: I demand a refund of 100% of my money. I have given the company enough time to "fix" the issue and no resolution yet. I needed the couch 5 months ago and it has been more than 5 months and I don't have anything. I don't have more time to waste on phone calls and emails. I need to move on with my life.

Business

Response:

[redacted]Customer has disputed the charge with [redacted] - the processor. We are the middle of awaiting an outcome, and will be happy to work on a credit for customer once this is resolved, but at this point, it is under investigation of [redacted].Sharon Ma[redacted]Coleman Furniture

Review: This complaint is two-fold. There were issues with the original purchase and delivery as well as the quality of the product since receipt.

We purchased a bedframe in November 2014. I noticed two things in the 2-3 days after ordering that made me want to cancel. First, the white-glove shipping did not apply to this item. Secondly, the ratings for this company on Revdex.com and other sites were very poor. We attempted to cancel within 4 days of purchase, but the company advised that it would require a 25% restocking fee to cancel the order. I asked if the item had already moved from their stock to preparation for shipping. Coleman Furniture confirmed that it had not, but a restocking fee would still apply, because more than 3 days had passed. We agreed to continue with the order and even paid an additional fee for the white glove service to deliver and assemble the item. The item was finally delivered in mid-December, nearly a full month after it was ordered.

After finally receiving the bed and having it built in our bedroom, we were able to use this product for five months. This past week, the brackets and legs that connect the two halves of the slats/frame broke. This caused the frame to collapse right down the middle. One bracket was twisted and one of the legs was damaged beyond repair. This happened in the middle of the night with no apparent aggitation of these parts.

We called Coleman Furniture to report this problem and understand our options for repair/replacement. Coleman stated that the issue would be covered by their Warranty policy. As noted in many complaints to the Revdex.com, their warranty permits two forms of relief: replacement of a defective part or product with shipping costs covered by the customer, or repair at the cost of the customer with reimbursement at the discretion of Coleman. When asked why it was the customer's responsibility to cover these costs, the service representative advised that the product was signed off on at the time of delivery and assembly, and has been used for 5 months. The customer service representative pressed to have the form signed and returned. She stated that nothing will be done until the form was returned with all documentation.Desired Settlement: We would like the defective slat system to be replaced with cost of delivery and assembly covered by Coleman furniture.

Business

Response:

[redacted]Item was delivered and signed for with no issues. Customer called 2 days ago and advised that the rail broke and that she needed to see what we could do for her. I took the call and followed up by sending the warranty paperwork as it was delivered with no issues back in December. Customer received the form and called after advising that she was refusing to sign as she did not believe she should be responsible for paying for any shipping costs when covered under warranty. Customer will not need full replacement and we are obtaining information from the manufacturer to update further.[redacted]Coleman Furniture

Review: I purchased a Jaipur HD Console online from Coleman Furniture in September late August/early September 2014. Several weeks after it was delivered to my home bugs began surfacing from inside parts of the furniture. The console is large (about 6 feet long, weighing 75 - 100 lbs) and I couldn't just put it outside myself. I immediately contacted Coleman Furniture asking them to remove the piece and provide a replacement Jaipur HD Console. After some back and forth a customer service representative, [redacted], told me to have the piece removed from my home ASAP. I did so, paying considerable expense (> $200) to a junk removal company. After I told her I'd done so, [redacted] then told me Coleman would not be reimbursing me for having the piece removed, but that Coleman had arranged with the furniture manufacturer to send me a replacement. She said she'd keep me updated on its progress.

I received no updates. After I sent multiple email and voicemails I found out from another representative, [redacted], on 11/**that the piece was scheduled to arrive at the delivery company warehouse early the week of 11/** and that the delivery company would contact me by the end of the week of 11/** to schedule its delivery. I've heard nothing from Coleman nor the delivery company since then and still have no replacement.Desired Settlement: I would like Coleman to immediately have delivered to me a bug-free replacement Jaipur Console HD and I'd like them to reimburse me for at least part of the removal cost of the infested piece.

Business

Response:

[redacted]We do apologize for any lack of follow up. The replacement piece ordered for [redacted] did arrive to the delivery company last week as expected, and we had already followed up with the staff of the delivery agent prior to its arrival so that he would be called and set up for delivery as quickly as possible.All of our item sold are shipped directly from manufacturers; we follow up on any furniture-related questions with them. We did forward [redacted]'s complaint and pictures to them and in turn they furnished a replacement console. Coleman Furniture has covered the cost of the freight from the manufacturer and the white glove delivery to the customer's home. We do understand that the customer is dissatisfied, but we have worked to help him, and would not be able to cover any additional costs.At the time of this response, [redacted] has been contacted by the delivery company to set up for delivery this week.[redacted]Coleman Furniture

Review: I ordered and paid for a leather sectional sofa from this company, Coleman Furniture, on June **, 2014. The furniture was delivered approximately 3 weeks later with every piece having damage. There were tears and rips in the upholstery and mechanical damage with recliner piece. I called customer service and they advised me to refuse delivery. They assured me that the furniture would be refurbished to factory new condition. Numerous phone calls and emails later, the furniture was delivered again 2 1/2 months later. Again, the furniture arrived damaged, with either the same damage that had not been fixed or even more damage than before. Once again I have refused delivery. I have had many phone conversations and email correspondence with this company. They continually refuse to refund my money. Their website states "new, unused, and undamaged" furniture which is very deceptive. It has been 3 months since my order and I still have no furniture, no estimate of when I will get furniture, or no refund.Desired Settlement: Full refund of my purchase price.

Business

Response:

[redacted]

The issues that the customer referred to are well outside of our norm. We have extended our sincerest apologies to the customer, have guaranteed the return of the furniture in proper condition, and discounted the order as well.

We are still committed to completing the order to the customer's satisfaction; Four of the six pieces were thoroughly inspected and found to be in excellent condition and one needed only minor touch ups. Due to the delay in having the furniture restored initially, we are having the remaining piece replaced.

We are still working diligently to have this resolved to the customer's satisfaction.

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, Coleman Furniture, has not contacted me about any actions that they plan on replacing the furniture or any define timeline that they plan to do this in. I have received apology after apology about this problem, but I still do not have the furniture or any time set that I will get the furniture and it has been about 2 1/2 months since they delivered the damaged furniture the first time. They have stated that there was only minor damage but torn upholstery, mechanical problems, and unattached repaired upholstery is not minor damage to me. I have paid for new, undamaged furniture.

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

Sincerely,

Business

Response:

[redacted]

We have responded to the customer - and we are aware that she wishes to be refunded in full. Due to the status of her current dispute, we cannot refund her directly. We have not contested the dispute with her bank, and she will be refunded as they make a final determination.

This full refund will resolve all outstanding issues on this order.

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],

No one from Coleman Furniture has contacted me since October *, 2014. In that email on October *, [redacted] stated

"Hello [redacted],

I understand your position. I'll work on this and replay back to you by the end of the day.

Thank You"

this is the last email I received after I had once again asked to be refunded my money for the furniture. No one from the company has contacted me since and agreed to refund the money or to not dispute the case with the credit card company.

I am not sure whether I should accept or reject their response to you because of the fact that they have not communicated anything about my refund to me. I will accept them not disputing the case with the credit card company and I get a full refund, IF they in fact do this. I am anxious to get this resolved.

Thank You,

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

Sincerely,

Review: On or about October **, 2013, I ordered (online) a dining room set with 2 additional chairs from Coleman Furniture.com for Thanksgiving. I did not receive a confirmation from the company so I called them and an employee ([redacted] or [redacted]) said they would have to send it from their personal computer. My order was for $1,174.00 and did not have a delivery date on it nor did it state that I had "24" hours to review or cancel my order. I was in phone contact with the company known as Renegade Furniture at least 10 times questioning where my furniture was ( 10-**-13 through 12-**-13). I have emails from [redacted], [redacted] and 'Customer Care' that I will briefly describe:

1) 10/** "Your estimated time of delivery is about 2-3 weeks"

2) 11/** ".....I have been advised your order has shipped from the manufacturer..."

3) 11/** "I have checked on your order and have been advised it will be at delivery company by end of today."

4) 12/** "....We deliver in your area every couple of weeks and your order will be delivered on our next trip in your area."

There were several other back & forth emails regarding delivery timing and my need for furniture before Thanksgiving. On 12/** (after Thanksgiving) [redacted], [redacted] even offered me an additional 25% off if we would take the furniture in a "couple of days". As you can see by my dates - I was forced to get a table and chairs at a local retail or plan on eating on the floor. They have since refunded me a portion but insist on charging a "restocking fee" of $293.50 for something I never saw, or rejected. I would have gladly taken possession had they been able to deliver on time.Desired Settlement: Refund the "restocking fee" of $293.50

Business

Response:

[redacted]

Customer ordered order online and order was shipped to the local warehouse in Portland (CBC Moving, Portland OR). When customer attempted to cancel due to a delay in shipment arrival we advised that we would be able to offer additional discounts. Customer did not agree and insisted on cancelling - even though furniture arrived at local warehouse ready for delivery.

We are still willing to deliver furniture if customer wants to be recharged the 75% balance - but in cases of cancellation as agreed to by customer in terms and conditions on our site as seen here:

customer is responsible for 25% restocking fee. Delivery time frame was conveyed to customer throughout the process.

We apologize - but we are unable to refund the fee at this time.

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:

Again, we did not cancel the order because of not wanting. We canceled because they could not deliver in a timely basis. Per my notes, I was not "threatened" with a restocking fee until 11/**/13 (40 days from order). The issue still remains that I did not get what I purchased on 10/**/13 so therefore should not be responsible for a restocking fee. I believe anyone ordering something online on 10/**/13 should be able to receive it on or before 11/**/13. I believe it is there fault. If they do not have a delivery system set up for "out of area" buyers maybe they should not sell to them. If it was the manufacturer's fault for sending them a broken chair - maybe they shouldn't sell their products. Even after they missed the Thanksgiving deadline - it was still going to be at least another 2 weeks for the order to arrive (if they could find a "moving company" - which I guess they did). Am I wrong here? Maybe it's time we as consumers start recording phone conversations and asking for upfront information in writing. OR, ask Congress to pass a bill that an online company can only charge for something once it has been accepted by the buyer? YES! I think it's time I write my Congressman. Who knows, the bill may be named after me.

Sincerely,

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

Business

Response:

[redacted]

While we understand that the customer did want their furniture sooner - and there had been a delay - we give estimates on delivery time frames when orders are placed. This customer was given a 4 week estimate and the order was running a few days late. (Order shipped from California to Portland OR on a specialized furniture carrier. Customer was kept informed and chose to cancel order.

We were unable to have the restocking fee waived due to the delays. Customer was offered a $300.00 refund due to the delay to keep order open, but customer chose to cancel order.

Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

First, If I did get an estimate, it was because I asked (I never got anything in writing from them) and 4 weeks would have been acceptable. I was never told that the furniture was coming from California to Portland via a "specialized furniture carrier" and even if I had - it is still the same problem...SOMEONE could not deliver the furniture on time. Maybe the "specialized furniture carrier" should be held responsible for the delivery problem. I state it again - I DID NOT CANCEL the order because I did not want the furniture - I needed it for Thanksgiving dinner on November [redacted] (7 weeks/30 business days from the day I bought it). As a matter of fact, I was not offered the $300 (25%?) to keep the order until December * - WAY past a 4 week estimate, don't you think? No matter how [redacted] or anyone from this business spins it...it is their fault, not mine.

Sincerely,

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

Review: I have contacted your company twice by phone and three times by email in an attempt to find out when I will receive my order. My account online indicates that it has been in preparing for shipment status (which should be the final stage and the quickest) for 3 weeks now, which is unacceptable. I ordered the piece June [redacted], 6 weeks ago, and we are now almost into August. After the second email I sent your company, a representative told me she was calling after hours on her way home from work, said she would definitely find out what the problem is and call me the next day. It has been a week since that promise to call me the next day and I have still not heard a thing. Three more email attempts resulted in one response which simply gave me the phone number for [redacted], the delivery company that supposedly has my dresser. Why does Coleman not contact them directly, when Coleman is responsible for choosing the delivery method and delivering my dresser that they have already been paid for. I as a consumer cannot get through to [redacted] anyway, there phone is in a continuous machine "non-answering loop". In fact, they as a business have warnings out not to use their services which is definitely a red flag. The second problem is that they are in another state from where I live! How is this a "local" delivery company. I suggest you send another dresser using a different delivery company, since it seems likely the first one will never be delivered. My next step is to file a claim with my credit card company to get my money back.Desired Settlement: I expect to have my furniture delivered within 7 business days via an alternate shipping company, or an immediate full refund.

Business

Response:

[redacted]We have spoken to this customer in regards to the delay in getting her dresser delivered to her home. We have also reached out to the delivery company and they have spoken to the customer. They have assured her that she will be getting delivery the week of August *, 2015. As an online retailer we deliver all over the country using certain pre-approved White Glove Delivery partners to deliver to our customers. Even though the assigned delivery company is not in the same state as the customer it is the closest delivery company that we partner with.We will continue to keep the customer informed, and are ready to assist with any questions.Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I must state that I did not receive any communication from Coleman Furniture as stated in their response since filing this compaint. In fact, I haven't heard from them since July [redacted] when they emailed me the delivery company's phone number. However, the day after my compaint was filed, I'm happy to say that the delivery company contacted me with a sincere apology and arranged for immediate delivery. My dresser was delivered this afternoon, and this resolution is satisfactory to me and the matter has been resolved. I thank all those involved who helped to achieve this.

Sincerely,

Review: I ordered this on january [redacted]. I receive no help at all when I call their customer service. They have been telling me that the delivery company has had my goods for over 4 weeks now. It has almost been 2 months since I've ordered and I want a refund. This is no way to conduct business.Desired Settlement: refund

Business

Response:

[redacted]'s was incorrectly routed to a delivery company that does not service her area. We have made arrangement for her furniture to be picked up and sent to the correct delivery warehouse so that she can receive it. We do realize that this has caused a delay, and sincerely apologize for this inconvenience. We have prioritized her order for delivery and our Updates department will be in touch with her to make sure that she is kept up to date.[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:

This is not the explanation I was given at any point in my conversations with Coleman Furniture. I was only ever told that the shipping company would call me when it was time to be delivered. Again, it has been almost 2 months and this is unexcusable for an order to be delivered. I demand a refund from this company. They are irresponsible and I have read hundreds of other bad reviews and similar experiences. They are a scam.

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:

They keep responding with the same replies just worded differently. I need a refund, Im not waiting around any longer for them. Excuses after excuses, 2 months is too long to wait for a product.

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

Sincerely,

Business

Response:

[redacted]The furniture that [redacted] ordered has actually arrived at the delivery warehouse and a message was already left for her to schedule delivery. However, since she has disputed the order, we will not be able to help her further. If [redacted] wants to receive the furniture, she can call our Customer Care staff who will gladly help her.[redacted]Coleman Furniture

Review: I placed an order for Lensar Nutmeg Reclining Sofa Set by Ashley Furniture (Sofa, Love Seat and Recliner for total amount of $ 3271.80) with Coleman Furniture on April [redacted] and as per the advertisement the shipment of the furniture was supposed be done in five weeks. On May [redacted], I was told that partial delivery of Sofa and Recliner is available and Love seat shipment has been delayed. I scheduled the partial delivery for May [redacted] and on reception I found that the sofa had a rip and the corrective work performed by the [redacted] delivery company was not up to quality. On request from Coleman, I was going to accept the delivery of recliner, but then I found that there is also a small rip and thus with the consent of Coleman Furniture and [redacted] delivery I rejected the delivery of recliner too. Since then I have been following up with both Coleman Furniture and [redacted] company and I have not received any confirmation on when I will receive my sofa set. Whenever I call them they always points the fingers at each other. Coleman says that the repair will be performed by [redacted] company and [redacted] company says that they are waiting for an approval from Coleman on repairs. In short I am not getting my product. They have already invoiced my credit card over two months ago and I still have to receive my furniture. I will really appreciate if you can provide any help in this regard.Desired Settlement: Since they have not been able to deliver the product in timely fashion and I do not have confidence in the work that will be performed on the repairs, I request the cancellation of order immediately.

Business

Response:

[redacted]

We have been in contact with [redacted] in writing on May *, May **, May **, June **, and June **. [redacted] had refused an item because of an issue with the leather. [redacted] had refused another an item because of the stitching. We had to wait for parts to correct these issues, and the items are currently being re-upholstered as per his request.

We are actively working on this and will continue to resolve all open issues with this order.

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:

Every single time I have established the contact and never got any conclisive and clear answer from them. In addition, the shipment is so late and little action has been taken by them. A three months delay is not an acceptable solution. I would like to cancel the order ASAP. There is clear lack of communication between the seller and delivery house and as consumer who has already paid is still waiting for delivery of merchandise and no clear date of delivery. All I am getting is we will let you know when the repairs will be performed. That is not an answer I expect. There should be a clear and precise answer on what are you doing to fix the tear in leather and when the repairs and delivery will be made. How will they bring it to the standards of original manufacturer. I have bought a brand new sofa set and not the one that has been repaired. I do not want a repaired sofa and that is also after three months.

Regards,

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

Sincerely,

Business

Response:

[redacted]

Customer received delivery and setup in room of choice of all items on 7/**. There was a slight scratch to the loveseat that occurred during the delivery. All items were left in home and the delivery company is sending a medic to repair the scratch in the customer's home at no expense for the customer. The delivery company or technician will be in contact with the customer directly to schedule.

Coleman Furniture

Review: We were promised flexible Friday delivery dates since this is a lake house. The delivery company would only give us a Wednesday delivery date. Two couches came and one was broken. The company states that we cannot get a refund unless we take only half back of what we paid. We do not want a broken and fixed couch- we paid for a new couch. I advised we cannot drive 5+ hours to the lake again on a Wednesday to take delivery and asked for delivery to our primary home since they will not refund us. They refused that also. This is a terrible experience. I paid for brand new furniture and that is not what I am getting.Desired Settlement: I want a refund of that broken couch in full.

Business

Response:

[redacted]We apologies for issues on this order. Delivery is scheduled and has been confirmed with the customer for 12/*/15. We strongly hope that this will resolve all outstanding issues on this order.Sharon M[redacted]Coleman Furniture