Coleman Furniture

Review: On December *, 2013 I placed an order for ONE side chair (as listed on their website) in the amount of $159.00. Along with this side chair, I ordered a dining set in the amount of $989.40. Nine days after placing my order I called Coleman Furniture to find out why I had not yet received a phone call to set up a delivery date for my products. I was then informed that there was a problem with my order. Coleman furniture had listed the chair that I purchased on their website as being sold individually and the manufacturer only offered it as being sold in pairs. This was causing a delay in the completion of my order. I was then informed that I would need to pay to have the additional chair included in my order or that I would lose my Cyber Monday deal of 5% off of my total purchase amount (which came to $57.42). After reviewing the "Purchase Guarantee" on Coleman Furniture's website, I contacted Coleman Furniture's corporate office. I spoke with [redacted] (New York) and advised him of what had transpired. Initially, I was told by [redacted] that after placing our order, Coleman Furniture submitted it to the manufacturer which the manufacturer then denied. At that point, Coleman Furniture was informed that the chair that they THOUGHT was sold individually, was in fact, only sold in pairs and had been listed on their website inaccurately. It was at this point that I inquired about their online " Purchase Guarantee" which specifically stated " The terms of sale, as stated on the merchant's website, are guaranteed for the full value of your purchase and up to a maximum of $1,000". When confronted with this information [redacted] said that "Coleman Furniture can not be held liable or responsible for typographical errors". This is a clear and DIRECT violation of what they have explicitly listed on their website in WRITING. Although I received an apology from [redacted] and they still honored my 5% discount, I did not receive the product that was listed and ordered. I will be filing a claim with their buySAFE Claim Services (as listed on their website), but I am very unhappy with my unethical and terrible experience with this company and will NOT be using them or recommending them to anyone else in the future.Desired Settlement: I am requesting that Coleman Furniture honor my initial order of the Chicago Side Chair (SKU # [redacted], quanity-1, price-$159.00). If this item can only be purchased from the manufacturer and delivered in pairs, I believe that I should receive the pair at no extra cost due to Coleman Furnitures website listing error.

Business

Response:

[redacted]

We apologize for the issues that this customer had with the chair on their order. We explained to the customer that the chair ordered was not available in quantity desired and that we would be unable to fill. We did discount the remainder of the order so that customer does not lose sale discount percentage. Errors in listings do occur from time to time, and we cancelled that part of the order. Customer did not lose any money as they were not charged for the side chair, and will not be. They did not lose any discount percentage either.

While we regret not being able to fill the chair part of the order, customer will not be taking any losses as a result.

We again apologize for the errors.

Coleman Furniture

Consumer

Response:

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

I was out of town for the holiday season and did not view your message until today. I am emailing to inform you that Coleman Furniture did not reimburse me as they stated they would (see attachment). As a result, I would like to reopen the case, if able, and ask for your help in resolving this matter - thanks!

Sincerely,

Business

Response:

[redacted]

We have spoken to the delivery partner Designer Delivery - and all issues were resolved with customer. Delivery was scheduled for 1-**-2014.

Have a wonderful day

Coleman Furniture

Consumer

Response:

[redacted]

We are satisfied with the furniture delivered by Designer Delivery (which was a great company). Coleman Furniture, on the other hand, was a nightmare. I hope that they incorporate better customer service and communication with their customers in the future.

Thank you for overseeing this matter.

-[redacted]

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 had ordered a leather sectional (Damacio leather sectional) from Coleman furniture at the end of 2013. The furniture was delivered in January of 2014. The total purchase price was $2,669.00. The sectional is advertised as having top grain leather in the seating areas. At the end of August 2014, I had noticed the the leather was peeling on areas of the power chaise and the power recliner. In September of 2014, I contacted Coleman Furniture regarding this issue. I completed the warranty form, took pictures of affected areas and emailed the information to Coleman. After numerous emails and phone calls, I was required to send more pictures and descriptions. Finally, on December *, 2014, Coleman contacted me stating that it was determined the the peeling was normal wear and tear and was allotted $150.00 to repair the furniture. I had contacted several repair companies in my area regarding the repairs. They had stated that either the furniture was defective or it was not real leather and they did not want to do the repair as the problem would be reoccurring. At the end of December of 2014, I contacted Coleman again stating the problems I was running into. They sent me a list of repair companies. In February of 2014, I contacted these companies and was able to find a company willing to come out for $295.00 plus tax. I again contacted Coleman with the quote. To which they responded they would find their own technician. In addition, in February I noticed that two other pieces of the sectional were also peeling. So a total of four pieces of the sectional were peeling. There are five total pieces in the set. I relayed the information to Coleman along with more pictures. They offered to find a repair company for me and gave me their information. I contacted the company they had suggested and had an appointment for them to come out and look at the furniture, which would have cost $85 for the visit. Coleman then stated they would contact another repair company and pay them directly but they needed to know which replacement pieces would need to be ordered. Again, I took more pictures and sent them to Coleman stating that all the seating areas of the four pieces need to be replaced. It is now July and I still do not have the pieces for the repairs. I only have three leather pieces and based on my last conversation it appears at least 8 more are required for the repair. I let Coleman know that I was extremely unhappy and frustrated with this whole experience. I believe the furniture is either defective or not real leather. I spent almost $3,000 for this set and in less than a year it has to be completely replaced with new pieces of material. I did not spend that amount of money for a refurbished sectional. In addition, there was no follow up during the whole process. It was either me calling or emailing. I was told I was receive tracking numbers and phone calls back. Neither of which happened. This is way beyond the reasonable amount of time a consumer should have to wait to fix a problem. I have spent hours dealing with this matter.Desired Settlement: I would like Coleman to either refund my full purchase price or issue me a credit in the full amount paid and come pick up the sectional.

Business

Response:

[redacted]This customer ordered a sectional which was purchased brand new from the manufacturer, and was setup in customer's home in perfect condition. Customer later noted issues, as they have written, and we scheduled a furniture repair company to check out the issues. At this point, we cannot replace the entire purchase, we are able to send out a medic for repair. We have filled our obligation on the order, but will continue to service customer with scheduling a repair person (at our cost) if this is possible for customer.Sharon M[redacted]Coleman Furniture

Consumer

Response:

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

they never hired a furniture company to come and check out the issues. When I contacted the furniture company they had suggested it was $85 to come and look at the furniture and determine the repairs. When I relayed this information to Coleman they said to cancel this appointment. Instead they wanted me to take more pictures and try to determine the replacement pieces that would need to be ordered. I sent more pictures through various emails during 2015. Then on April *, I sent pictures of all the pieces of furniture with areas affected circled in red. Again the pieces had not been received and I had to resend the same email on May ** which I followed up with a phone call speaking with Edwina C[redacted] going over the missing pieces. I followed up with emails requesting status updates with no response. Then on June **, 2015 I received an email stating that all parts should have been received. I called Coleman that day again and spoke with Lori C[redacted]. I told her I had not received any new prices of leather for the repair. Again we went over all the missing parts, which over 8 pieces. I was assured that the problem would be taken care of. Finally, I sent one last email a couple of days before I registered this complaint. On July **, 2015, I received a response saying that all of the pieces were shown to be delivered. Again the wrong information. I had not received any new pieces of leather. To summarize, this problem was reported to Coleman almost one year ago and is still not resolved. In that time I received only three leather pieces, which does not even cover 20% of the total repair. I have spent hours on email and phone calls and keep getting the run around and no resolution. This is way beyond the reasonable amount of time a customer should have to wait. Just because the furniture was new and in good condition when it was delivered and never used does not mean there could not be defects. Leather furniture does not peel after a couple months of use (as was relayed to me by several furniture repair companies). These same companies told me that either it is not real leather (which it is advertised as top grain leather) or it is defective. Either way, at this point Coleman should stand behind their product and resolve the issue by a complete refund or credit of the purchase price. Coleman trying to send replacement leather obviously did not work, and I am tired of waiting. I do not want this furniture. I do not want replacement leather to refurbish this sectional. I paid for brand new furniture, not furniture that would be taken apart and pieced back together. I am truly shocked at the poor customer service of this company. I have repeated the problems over and over again for almost a year and have been extremely cooperative and patient supplying all the information and pictures Coleman requested multiple times without resolution. I did everything they requested of me, now they should honor my request for a refund or credit.

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

Sincerely,

Business

Response:

[redacted]In regard to manufacturer's warranty, we are happy to assist, and we will pay for the furniture tech's costs, however the manufacturer will not replace the furniture at this point. We are here to assist the customer, but we are not the manufacturer, and we need to go based on what they consider defective.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:

Offering to pay the tech costs for repair after a year of dealing with this issue fails to address the concerns. First, the tech costs should have been immediately paid directly and in full without us having to proceed with a complaint to obtain action. Second, and more concerning, the response does not address the fact that the furniture appears to have been falsely advertised. The furniture was advertised as “Top GrainLeather.” The furniture is actually peeling in worn areas. I don’t know why we should settle for anything short of a full refund insofar as we would not have paid a penny for this furniture if we would have known it was made of inferior “leather” that would quickly deteriorate over time.

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

Sincerely,

Review: I ordered a coffee table on 12/*/14 from Coleman Furniture. The price was $215. I placed the order and a few days later received a phone call notifying me the product was backordered and would not be available until the middle of January 2015. They asked if I would still like to keep the order and I said "yes". On 12/**, I received an email saying the product was in stock and was being ready to be shipped. I then received another phone call and voicemail on 12/** notifying me that the product came in earlier than expected and they would be shipping and I would receive it in 2 weeks. An hour after I received the voicemail, I received an email notifying me that the order was canceled. I immediately called Coleman furniture customer service and notified them of the error after a 30 minute wait on hold. They said it was not an error and that they could no longer fill the orders for this product, since the manufacturer was no longer delivering to my state and they have no way to ship it to me. This was not true, since the product was still being sold and I could add it to my cart and purchase it for a higher price ($489). I spoke to a [redacted] ([redacted]) and he told me I could not force them to fulfill the order and that he was canceling the order. He told me he knew it was not good customer service, but he did not care and was not going to ship the order to me. Then he hung up on me.Desired Settlement: I would like the coffee table delivered to me in the promised 2 week timeframe (by the second week of January 2015). I would also appreciate an apology for

Business

Response:

[redacted]Servicing our customer is a priority at Coleman Furniture. In the case of [redacted], she ordered an item that was supposed to direct ship to customer's home from the manufacturer. After the order was placed, the manufacturer advised us that they no longer deliver to the customer's area. The order was cancelled because we were not able to fulfill the order as originally placed. We definitely apologize for any disappointment 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:

They are still selling this item and shipping it to **. The only reason they did not ship my order is because they do not want to honor the price. This is unacceptable. I spoke to my lawyer and once an item is sold online and payment is processed, this is a binding contract that they cannot break.

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

Sincerely,

Business

Response:

[redacted]We are sorry that [redacted] is disappointed, but we are unable to fulfill the order as originally placed.She has not been charged for this order.Wishing you all Happy Holidays![redacted]Coleman Furniture

Review: On 9/**/14 I placed on online order on colemanfurniture.com for an antique brown console table. I was called about a week later stating that the item could take up to 1 month to receive. Since my goal was to receive the item by Thanksgiving, I was okay with that. By mid-November (more than a month later), I was told that the item was in the process of being scheduled for delivery. I called the delivery company, and was told that the item more than likely would not arrive until the week after Thanksgiving. Well, I called Coleman and somehow the delivery was scheduled to occur between [redacted] and [redacted] on 11/**/14. At [redacted] on that date, we rec'd a call from the delivery company that they were behind schedule (I had taken the day off work for this), and they would arrive either late that night or early the next morning. They confirmed later in the day that it would be between [redacted] and [redacted] the next day. Well, at [redacted] on 11/**/14 (outside the designated window), they brought a black table -- not the antique brown table that had been ordered. Well, I sent the table back out with the delivery guys since it was incorrect. I contacted Coleman to cancel the delivery, and they told me that they would only refund $148.75 of the $405.00 we had paid. They said that the right item was sent from the manufacturer. If that is the case, then I'd like to know where my brown table went, and who is missing a black one.Desired Settlement: I'd like the company to admit that they made a mistake somewhere along the line (Coleman, manufacturer, and/or delivery company), and for them to refund the entire $405.00. I took off work for nothing, and did not receive the item ordered. If they had just cancelled the order and refunded the money as requested, I would not be making this complaint.

Business

Response:

[redacted] order a console table from us which we attempted to have delivered to her home November **. She refused the table at delivery stating that it was black instead of brown. We confirmed with the delivery company and sent the customer a picture showing that it is the correct table. In addition, we offered to re-deliver the table at no charge.[redacted] declined re-delivery, still believing that the table is incorrect. We cancelled the order as per the customer's request and refunded her 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.The correct table is still available at the delivery warehouse. We would be more than happy to reverse the refund and have the table delivered to [redacted] at no additional charge.[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 table that was delivered did appear much darker than the advertising photo on the company website. After delivery was refused, the company did send a photo of the table that they allegedly tried to deliver (the photo was not taken in our house), and upon close inspection, it is not the same table as the one in the company's website. Below is the link to the website showing the table ordered, and I have attached the photo that the company sent. As you can see, there is no overhang on the wrong table. They tried to cut off evidence of this by cropping the tables edges off, but it is evident in the front. Also, the lower shelf has no detailing as it is supposed to. So, the table is not as advertised, darker color, no edge overhang, and no shelf detailing. The entire $405 should be refunded. Pretty basic.

Sincerely,[redacted]

Business

Response:

[redacted]Again, we are sorry that [redacted] is unhappy. We are in the process of having this resolved with her bank as there is an open dispute - we need to announce their decision as the funds have all been pulled from our account. We will gladly follow up with her if needed once a determination by her bank is made.[redacted]Coleman Furniture

Consumer

Response:

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

[Your Answer Here]

This matter is still unresolved. I am awaiting resolution through [redacted], but it's sad that I had to resort to resolving the dispute through them rather than Coleman's customer service dept.

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

Sincerely,

Review: my complaint has to do with unreasonable amount of time to deliver my couch plus how CF customer service responds to these issues. I placed my order on July [redacted], 2014, I received a call on july **, I believe saying my order had been processed and to please wait 4-6 weeks. I didn't hear anything else from customer service so come 8/**/14 I called to follow up on my order. It was then found that my order was on backorder and would not be shipped from the manufacturer until mid Oct now. I expressed how unprofessional this was for the fact I had to call to find this information out and they did not notify me about this. I received a call on sept [redacted] from CF now saying my furniture would be shipped from the manufacturer in a week and from there it would be a quick process getting my furniture. So now Im expecting a call from the delivery place to pick a day. Not so fast, I call CF now on 9/** 2 weeks after they called me saying a week, and apparently again the manufacturer has placed the furniture on backorder again! They say they notify there customers as soon as they know, which has been shown to be false. They keep apologizing and saying sorry however they didn't change from the first time when my product went on backorder. CF said that they had the last thurs/fri off for a holiday and were "just" notified of the backorder which I can't believe since this has happened to me already prior. Now if I were to go on there website I could order the same couch and it doesn't tell me its on backorder. For everyone else who would want to order this product it doesn't say please give more time for delivery or anything.Desired Settlement: Need to update website so when new customers are placing order they are aware of backordered status. Order information on account when things are back ordered with updated dates of new delivery when mentioned from the manufacturer.

Business

Response:

[redacted]

Customer service is a high priority for us at Coleman Furniture. We will make sure that [redacted] is called right away and given the most up-to-date information on her order. We also in the process of updating our website again - we are striving to make sure that all the information that we give is the most accurate available.

Our customers are also welcome to reach out to us via e-mail or by phone at ###-###-#### whenever they like for an update.

Coleman Furniture

Consumer

Response:

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

[You don't update me with my most recent information, when my product is going to be delivered I get a call but when my product is going to be later than what was stated because it was on back order I didn't get a phone call, and being hung up on is unexceptable. I have to call that number above stated to get updated information when my product is on backorder and the company told me prior it was going to be shipped in a week so 2 weeks later I call when I haven't heard anything. CF needs to be more on top off notifying their costumers sooner with good or bad information. I want a phone call from a [redacted], when asked for one from customer service they wouldn't even transfer me.]

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

Sincerely,

Business

Response:

[redacted]

We receive updates on orders from the manufacturers that we order with. This is the information that we relayed to [redacted]. If she felt that we misinformed her, or were slow to respond in any way we definitely apologize. We will make sure that [redacted] is called again and updated.

Coleman Furniture

?

Review: Company is TERRIBLE!!! First they refused to price match under their policy a competitor's price because the other website "didnt have free shipping" Then, after telling me that I wouldnt get billed until the product was enroute to me, they bill me a week early when the MFG shipped the product to THEM and they were "inspecting it." When I called their customer service I spoke to a HORRIBLE woman who refused to do anything, she refused to transfer me to a [redacted] and then said that if I cancelled the order, she would charge me a restocking fee. WHY WOULD THERE BE A RESOTOCKING FEE WHEN THE PRODUCT HAS NOT BEEN DELIVERED YET?!?!?!?! TERRIBLE COMPANY!!!!!Desired Settlement: REVERSE THE CHARGE THAT YOU BILLED ME EARLY!!!!!

Business

Response:

[redacted]

We fully refunded this customer and cancelled their order. No fees were charged on the order. We had order ready for delivery - but customer did not want to receive - so we fully refunded 100% of the purchase.

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 from the business is simply not true. The order was NOT "ready for delivery," it was still being "inspected" and yet they still prematurely charged me and refused to fix it. I had to file a subsequent complaint with PayPal to FORCE them to return my money. TERRIBLE COMPANY, WILL NEVER USE AGAIN.

Sincerely,

Review: The furniture company I chosen has a delivery time except ency of 1-4 weeks. It has been 6 weeks since my order and I have followed up with Coleman Furniture and I have not have any luck on when my furniture will be received.

I have placed numerous calls to the delivery service and they can only tell me "next week". This statement has been used for 3 weeks now. Coleman Furniture has not been in communication with me until I call them on my status.

It has been poor customer service and lack of communication on Coleman Furniture behalf.

I just wanted a bed. When will they communicate - WHEN?Desired Settlement: Refund my charges.

Business

Response:

[redacted]Customer has confirmed a scheduled delivery date for the furniture on 1/**/16. This should resolve all outstanding issues.We apologize for the delays until now.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: There is a delivery date due to my effort to get oneSince my complaint Coleman Furniture has not contact me to advise of anything. They did not contact the delivery company until I had to direct them to on 1/*. Poor customer service. What did Coleman Furniture contribute to a successful ending? What can Coleman Furniturr for my expensive time I pit into giving them money? Aredirect hey low cost due to lack of great service?

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

Sincerely,

Review: I ordered a TV entertainment stand that was delivered on 10-**-15. It had a large scratch on the top of the main TV console. I quickly called Coleman Furniture as the delivery people were in my house. Photos were taken and sent via email to Coleman Furniture. A customer service person by the name of "Derek" emailed me and began to try and help resolve the problem. Two weeks later, I had not received a replacement piece and they said it was backordered. They would not refund me my money after I asked for a refund. The new piece was not going to be available to be shipped until late December!Desired Settlement: Refund or replacement (brand new unit) delivered within 2 weeks

Business

Response:

[redacted] On 10/*/15 the customer placed an order via the Coleman Furniture web site for an entertainment wall unit. On 10/*/15 the order was placed with the manufacturer. On 10/*/15 a message was left for the customer that there was an estimated ship date of 3 weeks from the manufacturer. On 10/**/15 a payment was received and processed from the customer. On 10/**/15 and email was sent to the customer that the order is en route from the manufacturer. On 10/**/15 the customer was emailed the order was being prepared for shipment. On 10/**/15 the customer was scheduled for delivery on 10/**/15. On 10/**/15 the customer called Coleman Furniture and advised that there was damage to the tv stand on the entertainment center. The customer was advised to keep the entertainment center in their home and we would advise as to how the issue would be resolved. On 10/**/15 a furniture technician was contacted so that arrangements could be made to have the item restored back to 100% manufacturer standards. As per our terms and conditions....." Customer agrees to allow Coleman Furniture, the manufacturer, and/or our shipping agents the opportunity to remedy the damage or defect issue. Customer agrees to accept the remedy selected by Coleman Furniture, the manufacturer or the Coleman Furniture shipping agent. If customer does not allow Coleman Furniture to send a replacement or repair it and would rather cancel the order then let us remedy the problem, customer will be required to pay a 25% restocking fee and actual shipping charges.On 10/**/15 the customer was contacted via email that Coleman Furniture was working to get this issue resolved. On 10/**/15 the customer was called directly and advised that we are working on getting this issue resolved. On 10/**/15 it was determined that a replacement part was available and was ordered. On 11/*/15 the customer was contacted that the replacement part for the damaged tv stand had been ordered and it had an estimated ship date of 12/**/15. Once the part arrived at the customer's home a certified furniture technician would be scheduled to make the necessary restoration to bring the tv back to 100 % manufacturer standards. On 11/*/15, the customer was offered a refund of $100.00 as compensation as a gesture of good faith. On 11/*/15 the customer was advised that the furniture technician would assist with the removal of his personal items from the tv stand as a courtesy and to assist the customer when the restoration would be made. Sharon M[redacted]Coleman Furniture

Review: We ordered furniture and was told 2-3 weeks. When furniture was delivered one piece (loveseat) had a cut down the side of it where they opened the packaging with razor blade. The delivery company took it with them and said that Coleman Furniture would contact us.....3 days later we still did not have a call so we called them to let them know that the other loveseat that we did receive has a cut on it too. We were told that they would order the leather and have them fixed. It has been 2 MONTHS and we still do not have our furniture. I have called several times and get the same answer that the pieces of leather to fix is on order and that someone would call me back tomorrow to give me more info. they still have not called me back one time! I requested that they give me my money back and come pick up the furniture but was told I would have to pay 25% restocking charge plus the freight from factory to me plus the freight back. I am stuck in a bad spot, I have paid almost $3200 for furniture I do not have and they will not refund my money. I don't think I should have to pay restocking when it has been so long and service is horrible.Desired Settlement: I would like them to come pick up the furniture I do have and refund my complete invoice amount of $3193

Business

Response:

[redacted]

We truly apologize for any frustration that [redacted] is experiencing. We do want to get all of the issues resolved in the timeliest and best manner possible. We will process a full refund for the love seat that was refused by [redacted] at his initial delivery. We have already offered for a technician to come to his home in order to take of the scratch that is on the love seat there. The offer for us to do this would still stand. If he prefers to have the other love seat returned, restocking and actual round trip shipping charges would still apply, but we would extend the period of return in order for him to do so.

Coleman Furniture

Review: We ordered a bed with headboard from Coleman Furniture. The color of the bed that arrived was in stark contrast to that which was presented on Coleman Furniture's website (cream vs. mocha). When approached about the color, we were asked to send pictures of the fabric - we included the picture from Coleman Furniture's website so that they could see the difference. We were told by the representative that he had contacted the "manufacturer" and the "manufacturer" told them: "The pictures on the web show it [is] with daylight hitting it. This is why it looks lighter in the picture." As if this wasn't joke enough, we had realized at the time of delivery and setup of the bed that there were huge gaps between the sides of the bed and our mattress. When we measured the length and width of the bed and then reconciled the measurements with those that were presented on the website, we realized that the measurements were misrepresented on Coleman Furniture's website. We sent pictures and videos of the tape measured bed to prove to the Coleman Furniture representative that the bed we had received was misrepresented on their website from a size perspective. When approached about the measurements, the Coleman Furniture representative told us that he had checked with the "manufacturer". The "manufacturer" said: "There is space left over on all out [our] beds. They need to be able to accommodate various types of mattresses." Perhaps if there is "space" left over on all of their beds, that should be disclosed on the website, as is Coleman Furniture's disclaimer about the color of fabric. Nevertheless, we let the representative know that we were displeased with the product, that we thought the product was misrepresented on their website in more ways than one - which is false advertising - and that we wanted to return the product for a full refund due to the fact that the item was not as it appeared or as it was represented on the furniture store's website. We were told: "I understand that you want to return the bed. I just need to let you know there are fees associated with the return of merchandise....There would be a 25% restocking fee plus there would be shipping charges." I'm not sure the representative thought he could threaten me into keeping the bed with this statement but here we are.

I have ordered a lot of products and furniture for my new home - to this point, I have not received such poorly represented items from a website. I also have not had difficulty returning items to other stores for a full refund when there is a difference between what was received and what was represented on a website.Desired Settlement: I would like a 100% refund for this product as the item received was not as it was represented on the website. I have contacted by bank and have notified them of the situation - they are aware that I will proceed with a dispute of the charge if I don't received a full refund for this item form Coleman Furniture.

Business

Response:

[redacted]We apologize for the issues regarding this order. We would like to offer the customer 50% off the order because of the discrepancy to keep the bed as is. While we understand that this will not perfect the situation, we do hope that this resolution will be acceptable for the customer. It is a significant discount that we will cover if this is acceptable to the customer.Sharon M[redacted]Coleman Furniture

Horrible delivery delays. I ordered a single couch and have been waiting over 50 days. Will be nearly 2 months past by time received. Coleman uses an awful delivery company that held the couch in their warehouse for 2.5 weeks waiting for a convenient time for them to send a truck out, rather than caring that I have been waiting for a couch for weeks already. I should have used [redacted] who guaranteed the delivery in 15 days.

I was directed to Coleman Furniture through [redacted] when I was looking for a sofa and love seat to buy. I got a good deal with a price difference about 1200 dollars compared to the store price in my area. After I placed my order I wanted to know about the company as the deal was too good to be true. On Revdex.com the rating was poor and I started to worry. But to my surprise, I received my sofa and love seat brand new, with no scratch with excellent delivery service well before the expected delivery time. The exact sofa and love seat I saw in that store. Coleman updated me through email and phone calls on every step of the process. I called a couple of times the same day I put the order to get a price adjustment after I came across a deal, I was extremely satisfied with their customer service. I still regret for not tipping the delivery guys from [redacted]; they were so nice. I wish Coleman and [redacted] successful business.

Review: I purchased a bed from Coleman Furniture on August **,2014. It is now October **,2014 and I still have not received my merchandise. When I contacted the customer service department over and over again. They kept telling me a story. The orders were late because of the holidays, the bad frame was on back ordered, the bed frames were damaged, they had to send them all back to the manufacturer. The last time I spoke to [redacted] he told me I would definitely receive it today 10/**/2014 and that didn't happen. I was told from the beginning it was coming to me in 2 to 4 weeks. I spoke with [redacted], [redacted], and [redacted] and everyone of them told me a lie. I called a number of times with no avail. I have never done business with a company that did not have a [redacted] that I could speak to. I asked for one and their wasn't one just the person I was speaking to.Desired Settlement: I want to cancel my order and get my 539.00 back. I have already put a complaint in to [redacted] and Citizens Bank on this matter.

Business

Response:

[redacted]

We sincerely apologize for the frustration that you have experienced. We do not mislead our customers, but we do realize that having ship dates changed is hard to deal with. In light of the issues, we would allow [redacted] to cancel her order, and she would simply need to contact us directly to confirm that she is doing so.

Coleman Furniture

Consumer

Response:

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

[Your Answer Here] I have already contacted my bank. They are handleing my complaint. I want nothing to do with this company and will not be contacting them any further.

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

Sincerely,

*

Business

Response:

we refunded the customer in full on 12/**/14 - this is closed and fully resolved as customer was fully rfunded

Review: Jul [redacted] – New Order: #[redacted] has been placed.

Aug [redacted] – Order #[redacted] en route to shipping company. Process says it should take 1 day to 1 week depending on where the order is going.

Aug [redacted] – I call and ask about my order, given it has been a week. I am told they will look into and call me back. I am never called back.

Aug [redacted] – I call and talk to [redacted]. He says that it is typical for an order being delivered to the West Coast in more than 1 week, but guarantees that I will receive my order in the estimated 4 week time frame.

Aug [redacted] – I call and they tell me my order has been delayed by a week and should be there by late next week. I put in a request for some sort of compensation for the delay.

Aug [redacted]. – I call again asking about a discount greater than $50. I am told by [redacted] they will call me back within 30 min. He does not and I call again. He agrees to $100 discount.

Aug. [redacted] – I call and ask to talk to [redacted]. He tells me everything is set for a delivery to the delivery company late in the week.

Aug [redacted] – I call and [redacted] deliberately tells me the order should arrive at the delivery company for a quick inspection and turnaround on Wednesday. Thursday at the latest. He repeatedly does not call me back and contends that it is because he has a DIFFERENT [redacted] who he has been checking with for a different order.

Aug [redacted] – I call and [redacted] tells me that the order has been delayed and that will arrive Sep. [redacted]. I tell him this ridiculous and to get back to me that day. I ask for a discount of minimum $500. He tells me he will ask and get back to me. He doesn’t.

Aug [redacted] – I call [redacted] and this time tell him I am sick of the excuses and lies and would like to cancel the order. I call him multiple times over the course of the day and he continually tells me he understands my frustration, and that I had been much more patient than he would have been and to just email him and he would put in the request. I email him and he tells me he got the email and he will handle it that day or over the weekend. I INSIST that he processes it on Friday but I hear nothing from him.

Sep. [redacted] – After the holiday weekend I talk a US Bank credit company and detail my complaints and request to dispute the charge. I am told it can take up to 30 days to get my money back so I could call the company to see if they could just credit my card sooner. I call [redacted] and am told my order has never been canceled and my refund was not processed. I then hear from [redacted] that they may charge me a 25% restocking fee. At this point I get angry and tell him he clearly knows he is overstepping and to get me a refund or if I can talk to the refund department. He says I cannot but he will get back to me and cc me on the request for a refund. I don’t get cc’d on the refund request but I do get an email on Sep [redacted] saying he still is trying to deliver the bed. I call and he doesn’t answer, dictating I clearly wanted my order canceled and a refund.Desired Settlement: Refund Me in Full per promise of C[redacted] and Company Policy, Issue Me an Apology.

Business

Response:

[redacted]

Customer purchased online and was advised of an ETA for delivery of the furniture. Furniture had to ship across the US from North Carolina to Washington State - and there was a delay in the trucking of the order.

We understand the customers frustration and even though we write in our terms and conditions of our website that delays can happen we still would like to offer some compensation to this customer as a result of the delay.

The furniture is now ready for delivery and we can set up in customers home in the very near future.

Additionally we would like to offer a $200.00 refund on the order due to the issues customer has had. We understand that this will not fix the issue, and for the delay we apologize profusely. Please communicate if we can get the order setup in your home and proceed with the refund.

If the customer chooses to cancel the order, there is a 25% restocking fee as the manufacturer charges to take back furniture. We cannot unfortunately avoid that fee.

Please let us know at this point what route the customer chooses to proceed with.

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]

Hi,

I don't think the person understands my frustration because they neither slept on a mattress for nearly 2 months while waiting for an order nor did they get consistently lied to. When I called and officially asked for a cancellation, the bed frame (which started in North Carolina) had made it to Virginia (aka one state away), in 5.5 weeks. I had been told it would be delayed again, for third time to 7 weeks+ and I ask [redacted] to cancel. He IGNORED my request which I have documented via email and they continued to try to deliver it so that they could charge me the restocking fee. [redacted] continually said the delays were on the freight company, and he was doing his best. If that is true, they can charge the freight company for the restocking fee, but the reality is that when I had canceled, they were one state away from North Carolina and were already well over the ETA they had told me originally.

So basically, because I had given up on their terrible customer service, the endless lies, and their mistakes, they are trying to charge me $500. I don't know how anyone wouldn't call this some sort of scam or poor service.

I reject this and the bed (like I said over 2 weeks ago when I canceled my order and was ignored). I will only accept a full refund and a true apology for the service.

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

Sincerely,

Customer purchased online and was advised of an ETA for delivery of the furniture. Furniture had to ship across the US from North Carolina to Washington State - and there was a delay in the trucking of the order.

We understand the customers frustration and even though we write in our terms and conditions of our website that delays can happen we still would like to offer some compensation to this customer as a result of the delay.

The furniture is now ready for delivery and we can set up in customers home in the very near future.

Additionally we would like to offer a $200.00 refund on the order due to the issues customer has had. We understand that this will not fix the issue, and for the delay we apologize profusely. Please communicate if we can get the order setup in your home and proceed with the refund.

If the customer chooses to cancel the order, there is a 25% restocking fee as the manufacturer charges to take back furniture. We cannot unfortunately avoid that fee.

Please let us know at this point what route the customer chooses to proceed with.

Business

Response:

[redacted]

Again as stressed, Customer purchased online and was advised of an ETA for delivery of the furniture. Furniture had to ship across the US from North Carolina to Washington State - and there was a delay in the trucking of the order.

We understand the customers frustration and even though we write in our terms and conditions of our website that delays can happen we still would like to offer some compensation to this customer as a result of the delay.

The furniture is now ready for delivery and we can set up in customers home in the very near future.

The most we can offer at this point is a $300.00 refund on the order due to the issues customer has had. We understand that this will not fix the issue, and for the delay we apologize profusely. Please communicate if we can get the order setup in your home and proceed with the refund.

If the customer chooses to cancel the order, there is a 25% restocking fee as the manufacturer charges to take back furniture. We cannot unfortunately avoid that fee.

Please let us know at this point what route the customer chooses to proceed with.

Review: I bought a couch and they sent me springs they have not got a hold of me like they said this is the 3rd time filing a complaint I have the springs I found someone to fix the couch so either send me the money to fix the couch or you can call [redacted] ask for [redacted] or [redacted] they are willing to fix my couch I want this resolved its been over a year nowDesired Settlement: money to repair $150.00

Business

Response:

We have received this request for compensation from this customer. As per our terms and conditions, customer needs to forward a copy of the repair bill to our customer service department [redacted] with completed warranty form and labels on items.

Once we received the completed form and receipt of purchase, we can refund repair costs.

Terms and conditions which customer agreed to at time of order and can be seen here:

Limited Warranty for Damage or Defect:

Coleman Furniture requires that you completely inspect the order at the time of delivery. Inspect the top, bottom, left, right, front, back, interior, exterior, and all moving parts, including, but not limited to drawers, doors, and reclining mechanisms. You are required, as well, to inspect the assembly provided by our delivery partner.

Our delivery partner will assemble the furniture, and any improper assembly must be addressed at the time of the delivery. As the customer accepting delivery, it is your responsibility to ensure that your order is assembled properly and you agree that you are responsible for issues that arise from improper assembly. Coleman Furniture does not warrant or guarantee assembly and is not responsible for damage to goods, personal property, or persons due to improper assembly.

If the order is shipped via Standard or Small Parcel delivery and is left on your door step, retain all packaging and report the damage to Coleman Furniture. At the time of delivery, customers are provided with a Bill of Lading which states that you have inspected the furniture and that it arrived in perfect condition. All damage must be reported at time of delivery and notated on the Bill of Lading, or Coleman Furniture will not be responsible for remedy, restoration, or replacement. There are no exceptions to this rule.

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

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

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

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

Consumer

Response:

I am not repairing this without the money first [redacted] no's what going on you do not no what I have been through [redacted] he said to find someone to fix my couch let him no the name and number and he will pay to fix it before hand

Review: My order was placed Sept **, 2015 Ashley Bedroom Suite

After many email messages and telephone calls, there is no resolution as to a delivery date. The last telephone call that I made to the delivery company-Coleman had not released my order. Spoke with Coleman rep. he called the shipment company and was told parts were missing from the manufacturer shipment (drawer knobs). I've advised customer rep that we are in the process of moving out of state. I'm not paying for items that I have not received. We are hoping for a speedy resolution. Thank you!Desired Settlement: Delivery of items this week, with hopefully no damage.

Business

Response:

[redacted] We have reached out to the delivery company and all repairs have been completed. We are only waiting on the hardware for the knobs for the nightstand. We have advised the delivery company to contact the customer and schedule delivery of all items and we will have the hardware shipped direct to customer.We have left message on both contact numbers for customer to call me and I have also sent a email.We will update as soon as they have been able to confirm a delivery date with the customer. We would like to offer 100.00 compensation because of the delays. Please confirm if this is acceptable and we can setup delivery. Sharon M[redacted]Coleman Furniture

Consumer

Response:

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

Sincerely,

Review: I ordered dining room furniture from Coleman Furniture for a client on December *, 2014. On March ** I received an e-mail that the furniture had shipped to their third party receiving company after a 3 and a half month delay. By April [redacted] we still had not heard any word about the furniture delivery and my client contacted the delivery service directly and insisted that they find the furniture and check it out to get the delivery process moving along. He got a written response on 4/* stating that the incorrect top had been sent and a correct top had been ordered and they would have to update us at a later date about the new ETA. On May [redacted] (5 months after ordering) a delivery was finally made to my client's home and the table top was damaged and the sideboard was not delivered with the table. My client rejected the table after taking photos of the damage. On that date I contacted Coleman Furniture to cancel my order. We were fed up. I was told by the after [redacted], [redacted], that they would repair the table top. I told her that we did not want a repaired table, we wanted a new table, but she ignored me, had the table top repaired and contacted my client directly after repairing it and attempted to deliver it . My client rejected the delivery. again taking photos of the obviously repaired table top . On May [redacted] I again asked for a full credit-not a credit minus $1000 restocking fee as they declared. Again my communications were ignored until on May [redacted] when I received an e-mail informing me that they had shipped a replacement table, again against our wishes. I wrote her back that day telling her that we did not want the table and would refuse the delivery. I told her that I was going to go to my credit card company (which I have and they are working on a dispute) as well as contacting the Revdex.com. She has yet to reply. And we have not been informed of another delivery attempt either. The original order was placed on line on December *, 2014.Desired Settlement: I expect a full credit of $3800.10 to my [redacted] for the furniture that my client has never accepted. I expect not to pay a restocking fee of $1000 when there has been a complete failure to perform on the part of Coleman Furniture.

Business

Response:

[redacted]We ordered another table and replacement table top for this order came with the same type of factory distressing. We are working with the customer - as this is the way that this table is produced and is what was sold to the customer. Our management will be working with the customer - as we would like to get this resolved and delivered asap.[redacted]Coleman Furniture

Consumer

Response:

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

I reject Coleman Furniture's response. I do not want you to order a third table. I have been very clear that this order was placed on December *, 2014 and your company has repeatedly not gotten it right. My client has purchased another table from another company. 7 months is unacceptable to wait for this and I expect a FULL credit. We do not want the furniture at this point. I have repeatedly told your customer after care for two months that I want a credit. They have been ignoring my response and keep saying that they are sending another table (which has still not happened by the way). This is horrible customer service and I feel as though you are now doing everything in your power to hold on to $1000 restocking fee for furniture that after 7 months has still not been delivered. We don't want it any more. Your company failed to deliver on what was ordered and it is too late to try again for the third time. I want to be done with this and I expect my money back in full for furniture that I never received!! This is also in dispute through my credit card because this is unacceptable customer service at every turn.

Review: I placed a large order with this online-only furniture company and after a couple of delays everything was eventually delivered. Upon delivery of the bulk of the order by the company's local delivery contractor it was discovered that two of the lamps (a set) were both damaged. While the delivery men were still in my home, I called Coleman and followed the instructions to return the lamps. They said they would order replacements from the manufacturer and have them sent directly to my home. That was on January [redacted], and as of today--February [redacted], I do not have the lamps. I have called and emailed the company several times asking where they are they can never tell me. I asked for a tracking number or something to prove the lamps were on order, and on February [redacted] was given a [redacted] tracking number created by a delivery company (not the manufacturer) in another state which has no estimated delivery date and indicates shipping has not begun.Desired Settlement: At this point I just want a refund so that I can get the lamps elsewhere from a company who actually stocks them (and who charges less).

Business

Response:

[redacted]We did let [redacted] know that his lamps would not be sent from the manufacturer's distribution center. They would have to be received at one of our delivery warehouses and sent to him via [redacted] from there. We could not not give a shipping estimate until the lamps were actually in stock and shipped to our delivery warehouse. As of today, the estimated delivery to his home is tomorrow, March [redacted] according to the [redacted] website.[redacted]Coleman Furniture

Consumer

Response:

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

I don't agree that Coleman was clear in their inability to tell me when the replacement lamps would arrive. They did finally arrive yesterday and again one is cracked/defective (see attached). I have just sent an email to Coleman letting them know about the latest development. I've asked them to allow me to choose a different pair of lamps altogether--since it's obvious there is a design flaw with this brand/style, or to refund 50% of the cost for the defective lamps to me. I am waiting for their reply.

Sincerely,

Business

Response:

[redacted]We are in agreement to give 100% credit on the lamps to customer - but we do need customer to agree that all issues have been resolved as per our discussion with customer.[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I will say, however, that it's sad that it took filing this complaint and posting negative reviews about this business online to get them to respond. When I did finally get a call, the company representative admitted that she was calling because they had seen my reviews and wanted to resolve the matter. The resolution was a full refund of the defective product, which was fair, but that doesn't mean the overall issue of poor service until that point is erased.

Sincerely,

I placed an order, then saw all of the negative on-line reviews and the Revdex.com rating and immediately cancelled the order. They assured me that no charges had been made against my credit card. WRONG! The number was stollen and charges were made in Paris, France, among other places.

Review: I purchased a couch and loveseat on November **, 2013 via a phone conversation with one of their sales representatives. They confirmed that it would be delivered within 2-4 weeks. The furniture was delivered on December [redacted], both pieces were rejected because they were defective from the factory. After not hearing anything from them for 2 days, I called the company to see when they would be delivering our furniture and they told me that it depended on when the "technician would be able to assess the furniture to see whether they would be able to fix it"

Their representative [redacted] stated that the company does not sell "factory seconds" with that said, I told the her that I purchased new furniture and I did not purchase factory seconds or furniture that was built improperly and then fixed. I wanted them to replace my furniture. She stated that I agreed to having them fix my furniture and not replace with new in the "agreement" that I signed electronically when I placed my online order. I did not order my furniture online, I ordered it over the phone. I did not sign any agreement, online or over the phone. Nor did I agree to taking furniture that had been refurbished or fixed, I ordered new furniture and expect that new furniture will be delivered.

I have been in contact with them a couple of times since the initial conversation, but they insist on fixing the defective furniture rather than delivering the new furniture that I ordered. The last time I spoke with someone was on the [redacted] of December, they were going to get back to me the following day. I have not heard anything from them since. They have never reached out to me about any of these things happening, only responding to my questions.

They received full payment of over $2400 on November [redacted], with a promise to deliver our new furniture within 2-4 weeks.Desired Settlement: I would like the new furniture (not furniture that has been "fixed" by a technician) I ordered to be delivered as soon as possible, with a refund of 10% of the total purchase price, for the time we have been without the furniture, that they have had use of my money (for 2 months by the time the furniture gets delivered).

Business

Response:

[redacted]Our terms and condition apply to all orders, whether placed online or over the phone with our Sales staff. We do reserve the right to rectify any issues that do occur, and will only replace items that cannot be fully restore to meet or exceed manufacturer standards.We have been working to get this order completed as quickly as possible, and as of the date of this complaint, [redacted] had been set up with a new delivery date and time. All of her items have been fully re-inspected, and we would of course that she inspects them upon delivery as well.[redacted]Coleman Furniture