Coleman Furniture

Review: I ordered the a leather couch at Coleman Furniture [redacted] on September **, 2014 . After more than one month waiting I decided to check the status of delivery and called to their call center, first 2 times they even couldn't answer what is the status of my order and when it will be delivered but after my third call to their call center they finally found out that my leather couch was damaged by delivery company and they are waiting for some piece of leather from China to fix that. But at the beginning of November they just said that it's ready to be delivered and delivered that to our house, we inspected it and found out that they just painted it and scratches were still seen and they lied to us that entire piece of the leather will be replaced and we will not see any difference between brand new expensive leather couch and this fixed. So we called again, they again have not promised us anything, any estimation time for next delivery and fix. And it will be twice fixed couch, it's insane for it's price.Desired Settlement: Refund my fully payed purchase ASAP

Business

Response:

[redacted]The sofa on the order was received with damage and we did order new material from the manufacturer in order to get the issue taken care of. We did make the customer aware of the issue as soon as we found out and sent him a picture of the issue. The sofa was released for delivery in error, and we definitely understand why the customer feels he was misled. The promised restoration had not taken place at that time.As of today, the material has been received and a technician has been scheduled to perform the restoration work on the sofa. We would like to complete [redacted]'s order and would like to offer him an additional discount as a thank you for his patience. We do value his business and are working to make sure that his furniture will be delivered in the best condition.[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]

That's not true, I had asked for this discount several times and I haven't received any discount offers so far. Moreover, today I got a call from delivery company and they said that during the first delivery they damaged a chair as well and now they are waiting for a piece of leather for the chair. I don't understand why the furniture wasn't packed and protected at all.I have a lot of high resolution pictures from Ashley's show room of these couch and chair and I'll compare every millimeter of each part, otherwise I'll refuse it again. Anyway in case of replacing a leather it's not going to be a brand new couch and chair, it's going to be refurbished one. I would like to receive 100% refund and never ever order furniture at this store.

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

Sincerely,

Business

Response:

[redacted]complaint ID# [redacted]As we previously advised, the material has been received and a technician has been scheduled to perform the restoration work on the sofa. We have spoken to [redacted], agreed to discount his order and will be updating him regarding the status of the work being done early next week. We do value his business and are working to make sure that his furniture will be delivered in the best condition.[redacted]Coleman Furniture

Review: I ordered a bedroom set from Coleman, I called right after I ordered because I Require a "SLAT" base vs a box spring base in the bed. I called and left a message, they called me back the next day looked up the order and said that I would need specific slats for that bed. I said great and purchased the slats. they canceled the first order and put the slats and bed into one order... then billed me once it shipped (1,100 bucks or so). when the bed arrived, I liked it but there was no way to hook the ordered SLATS to the bed. I contacted them they said that slats don't go with that bed and they could take the slats back at a 25% + shipping loss to me. Or that I could buy another product not designed to work with the bed frames (at an addition cost to me) I said no your people said it would work you need to make this right. Their final offer was to return the entire order dinging me for 25% + shipping, grand total 807.50 of the 1100 I paid leaving me with only 302.50 and no product... I think this is total **, they made the mistake that ended up in a product that I have to either not use, or modify to use (voiding my warranty if I do so). Its a bad business practice and they are refusing to own up to the mistake.Desired Settlement: A Total refund no restock no shipping OR a fix at no cost to me.

Business

Response:

[redacted]

Based on review of a recorded phone call (which we can email to the Revdex.com), [redacted] initiated contact when he called our sales department and asked to have the slats added to his previous order. We did not recommend or suggest the slat roll but we did add it to his order as he requested. He made no mention of the fact that he planned to use a memory foam mattress, and he didn't ask what foundation he would need. The return info that we sent was in response to [redacted]'s request to return the entire order, it was not our recommendation, and we did attempt to work with him by allowing him to return the slats, which according to our policies are not returnable once opened. We have also reached out to the manufacturer on his behalf to see if there was an option that will allow him to use his memory foam mattress with this bed since he is not able to use a box spring, as he told us when he called after delivery. They have advised us that there is an option of a riser foundation but [redacted] has not purchased that option.

We are willing to allow the customer to ship back the slats with no restocking fee - but customer will have to pack the slats up to avoid damage and ship at his expense to us directly.

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 missed my reply I guess but you have closed the complaint.

While I consider the issue closed, it is because I fabricated a solution at an additional cost to me because they company was refusing to do anything but refund the money for the one part that I needed. Or take it all back and hit me for over 70% of the cash I paid staying in their pocket…

At no time did they offer to do anything within reason. I have moved on from the issue will not do business with them again, and am out an additional hundred or so bucks making the items work together.

Sincerely,

Review: I was searching for power recliners both in store and online. I found some at a great price on Colemans website. I had their site filtered only for power recliners. However, when billed through, I was charged and ordered standard non-power recliners. I dont know how this happened. When the sofas came to my house, one had a giant tear in it as well as a wear spot in the material. I rejected one, since it was not acceptable. I then had contacted customer service several times and got the same associate everytime. He said his name was [redacted]. I asked him why I didnt receive power when thats what I ordered. He told me that their "It works perfectly" and that there is no way it was their fault and must have been mine. I said, ok, even if that is the case, I'd like to pay the difference and get the power recliners I intended to buy from the onset. He said he would take a look into it but couldnt promise anything. He said he would follow up with me the next day. He never called so I called a couple days later. He said that he's waithing for his "medic" to come out and look at my couch and wasn't looking into getting me the correct order anymore. When I got frustrated, he took an attitude and said, "Ok, I'll just cancel the order and charge you to pick it up, ok?" "There is a $25 dollar cancelation fee and well charge your card for shipping? So I said of course I didnt want that and just wanted my incorrect sofa that had been delivered damaged. He said he would look into it and see. Also that he would contact me by 9/*.Desired Settlement: At a minimum, I want what is owed to me which is a love seat couch. Its been weeks waiting on this company who has promised to follow up several times and has not. I keep getting the same person, [redacted] who says he is a [redacted] and will not get a supervisor when I ask to speak with one.

What I believe is right would be for Coleman to get in touch with the manufacturer and order me the power sofas that I had intended to order in the first place.

I've been handled by a customer service repersentative who is holding my new house progress hostage since he wont deliver or provide an update on my couches. I also want some sort of compensation for all of my time and trouble. I've been stressed out, made 5 phone calls, and my new house has been in a waiting phase because of this. Coleman owes me right now and this representative has made it clear that I would be lucky if I receive my sofa at all.

Business

Response:

[redacted]

Customer ordered on Coleman Furniture [redacted] an ASL-4540088-ROOM Durablend Black Reclining Living Room Set - a non power living room set. Customer placed order online on his own, so any error in placing the order would have been done on customer's end. Additionally customer received an emailed receipt to [redacted] with all details on the order that was placed.

his customer got delivery and refused a love seat because of problem. It is back at warehouse as of this morning and will be looked at by their medic. As soon as it is repaired delivery can be made, but the order cannot be changed to power at this point, as It was not ordered.

Please let us know what else can be done to resolve customer's issue.

Coleman Furniture

Furniture delivered was exact order placed

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 wrong order was just the beginning in this case. This response is the first time Coleman has reached out to me regarding status and only because of Revdex.com interaction. Customer service rep told me the medic was checking out the couch 2 weeks ago. The bottom line is that I'm STILL out over 600 because I have no couch. I want a guarantee that I will receive my couch this week and a phone call letting me know what is going on. All my efforts to reach this company have wound up with the same customer service rep who had lied about following up in the beginning and now leaves me on hold when I'm transferred from other department. I LITERALLY can't reach anyone at this company. How could anyone ever get away with this? They have my merchandise and will not respond. We have already been fed the medic story. I'm Coleman's email, what day is "today" referring to?

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:

Review: On August *, 2015, a purchase of two power seat recliner sofas and one manual recliner was ordered and paid for in full ($3,375). Per the purchase agreement, the items were to be delivered within four weeks. On August **, 2015, the sofas and recliner were delivered; however, both sofas were damaged and were declined. The manual recliner was in acceptable condition and was accepted.

Attempts have been made between August **, 2015 and September **, 2015, to resolve the situation. Multiple emails and phone calls have been made to the company in an attempt to come to resolution. The first representative spoken to was Jonathan S[redacted], on August **, 2015. Jonathan stated as a resolution, the company would ship replacement panels to the delivery company and a technician would fix the sofas and they would then be redelivered. In addition to refurbishing the sofas, he offered the Guardian Protection Plan for five years and a refund of $75. Lastly, he stated the sofas replacement panels would not be shipped until the week of September **, 2015, and the sofas would not be redelivered until October 2015 (during this time, the only furniture in our living room was a recliner). The company provided damaged furniture, is refurbishing the furniture, will not have the furniture delivered for over a month and was still suggesting we pay full price. I requested a refund of $75 per couch and the resolution, although not ideal, would suffice. Jonathan stated a refund exceeding $75 would not be provided.

I then received a telephone call from Nicarla Gabriel. I informed Ms. Gabriel of the situation and requested a refund of $75 per couch for a total of $150. She stated she would look into this and get back to me. I never received another phone call from Ms. Gabriel. On September **, 2015, an e-mail was received from Ms. Gabriel who stated one of the two panels was shipped and that she would inform us when the second one ships. Her e-mail did not address the Guardian Warranty information nor did it address the requested $150 refund.

On September **, 2015, I received an e-mail from Eric T[redacted] who stated he is looking into the $150 refund. I followed up with Mr. T[redacted] on two separate emails the week of September ** and **. I have never received a response in return.Desired Settlement: I am requesting the company repair and deliver the sofas ordered, provide the Guardian Protection Plan for the life of the couches and provide a refund of $150 ($75 per couch).

Business

Response:

[redacted]There is one last piece of material we need to complete the repair. We have reached out to the manufacturer, Ashley to see if they can expedite it and once they have that answer our manager will be speaking to the customer to ensure that the tech date has been scheduled. Compensation will be provided.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:

After multiple conversations, Ms. Gabriel did honor the requested refund of $150, which was refunded on October **, 2015. An e-mail regarding the warranty was never received as she stated it would be. Additionally, during the conversations we were informed the couches would be repaired and re-delivered in September. It was later told to us, one of the repair panels was shipped in September, the other would not ship for a few more weeks. We were then informed the second replacement piece would ship in October and the delivery of the repaired couches would be at the end of October/beginning of November. Although an inconvenience, we accepted the resolution. On October **, 2015, we received a phone call and e-mail from Cierra Z[redacted]. Ms. Z[redacted] stated the second repair piece has not shipped and the part would not be received until mid-December. That is only the anticipated date of the replacement part, not the delivery date of the couches. This issue has been on-going since August 2015,. As we were without couches and with an anticipated couch delivery in September, we purchased used couches from Good-Will. We are now entering the holiday season where family will be visiting and staying for extended periods of time and the couches will not fit our needs. This has been a very disheartening and frustrating situation. Although it has been communicated a "rush" will be put on the order, which has been told to us multiple times, the repair and delivery of the couches is no longer within an acceptable time frame. On October **, 2015, a refund was requested from Ms. Z[redacted]. Ms. Z[redacted] stated she would refund our money, minus a 25% restocking fee. This is unacceptable. We did not receive the product we paid for and we have never had ownership of the product. We paid Coleman Furniture a total of $2,690 for both couches. Minus the $150 refund received, we are respectfully requesting a refund in the amount of $2,540.

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:

Hello, I have returned Lori's phone call three times, leaving a message twice. I have not received a telephone call in return or any email correspondence from her. This issue continues to remain unresolved.

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

Sincerely,

Business

Response:

[redacted]Refund for this customer has been applied and email copy was sent to customer 8 days ago.This should resolve all outstanding issues on this order. Sharon M[redacted]Coleman Furniture

Review: Ordered furniture from Coleman Furniture, however after over a month I have not received the furniture. I have contacted Coleman Furniture and all they do is give me excuses. No furniture and no estimated arrival date. Terrible customer service.Desired Settlement: I have purchased furniture elsewhere and have already received it and want a full refund for the amount that I paid.

Business

Response:

[redacted]

Customer Placed an order online May **, 2013 . On May [redacted] we advised customer of about 3 week Estimated Delivery. The order is currently in our Pittsburgh PA local warehouse and the items have been inspected for delivery.

The customer called yesterday asking to cancel. We advised that order already shipped, and as per the terms and conditions on our website which customer agreed to at time of order and can be seen here: [redacted]

customer is responsible for 25% restocking fee. We have gone ahead and refunded 1028.85 which is the total price minus the restocking fee. If customer wants to reinstate his order and accept delivery, he can accept it and we will recharge the 25%. But if customer wants to continue with cancellation, the 25% charge is as per our terms and conditions. This order was shipped from the manufacturer based in California and shipped via a professional delivery company. The order is still in the estimated time frame and customer refused to accept delivery.

Please see refund receipt below.

Review: Order # [redacted] - I bought a dining table and the dimensions listed on the website are completely different from what was actually received. The website had Dining Table: 30.25"L x 30.25"W x 28.75"H - 81lbs, but the table is 48" and not 30.25". I tried calling and emailing numerous times to get this resolved but Coleman refused to admit their error. Felice C[redacted], Director of Operations, asked me to take a picture of the table with its measurements to prove it was 48" and I did. I followed up afterwards and Ryan, a Coleman Rep, responded back by saying that Coleman will not refund me the money or do a store credit because the table we received is the correct one. I requested to speak to Felice to dispute the fact that the table dimensions on the website were incorrect, which led me to buy the incorrect table, but no one has returned my call or email. I am extremely upset that Coleman refused to take responsibility for their wrong product descriptions and their poor response to customer service issues.Desired Settlement: After the discontentment of dealing with this furniture company, I would like nothing better but to receive a full refund of $865.00 on the dining table that was received. Because of the incorrect product dimensions, I had to incur extra expenses to purchase another table that would fit my kitchen area. The fact that Coleman did not right what was wrong (in addition to the other issues I experienced with this purchase), is unacceptable by all means.

Business

Response:

[redacted]The dimensions we give our provided by the manufacturer - [redacted] - and furniture was delivered as ordered - to the customer and setup in room of choice - inspected to be correct items, and signed for in perfect condition. We verified with [redacted] that items were correct - and therefore we cannot refund this purchase amount. We can offer a compensation of 50.00 as a credit on a future order, as our ways of wanting to show our customers that we do care about issues - but we cannot refund the order at this time.Sharon M[redacted]Coleman Furniture

Consumer

Response:

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

The response still did not address the fact that the dimensions on the website are incorrect. I understand that the table is correct but because the dimensions listed in the website were incorrect, the table did not fit into my kitchen. As you can see below, the width shows 30.25" but the width of the table is actually 48". Nowhere in the dimensions does it state the table is 48 inches. This is what I'm upset about. Coleman did not offer an exchange for another table or a store credit or even a discount for this purchase. ?Please see the website link below to understand my complaint.?Dining Table: 30.25"L x 30.25"W x

28.75"H - 81lbs[redacted]

Business

Response:

[redacted]

We have processed this 75.00 refund for the customer.Please see copy below.Print ReceiptMerchant: Renegade Furniture Group[redacted]

[redacted]US###-###-####Order InformationDescription:Order Number:P.O. Number:Customer ID:[redacted]Invoice Number:[redacted]Billing InformationShipping Information[redacted]

**Phone: [redacted]Fax: [redacted]

[redacted]Shipping:0.00Tax:0.00Total:USD (75.00) MasterCard [redacted]Date/Time:**-Aug-2015 08:37:06 PDTTransaction ID:[redacted]Reference Transaction ID:[redacted]Transaction Type:RefundTransaction Status:Refund/Pending SettlementAuthorization Code:Payment Method:MasterCard [redacted]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 the matter has been resolved.

Sincerely,

Review: I ordered a Samuel Lawrence Home Office Set from Coleman Furniture on September **, 2014. The original product delivery date was estimated to be between 2-3 weeks. I received calls from the company and their warehouse as per what appeared to be their standard processes. On October *, 2014 my credit card was billed $2290.00, the total amount of the set. I was informed on October [redacted], that my suite would be delivered October [redacted], sometime between 4-7PM. The delivery truck arrived at my home close to 7PM, at which point it was dark and the driver refused to park in the driveway. Insisting that they would remain parked on the street. (For the record, semi-trucks can make it in and out of my driveway.) Only a few pieces of the set actually made it into the house. Of those that did, at least one hutch was put together so poorly that it was noticeably crooked. Then the delivery people broke the pedestal return while walking it down the driveway. The top was one solid wood piece of wood that snapped completely in two. At this point we refused delivery of the entire set. (The refusal of delivery was also recommended by the delivery team because multiple pieces were broken and had workmanship issues.) At the time of refusal we were told to contact the company on Monday during normal business hours and they would assist us through the replacement process. I did so on October **, 2014. By 11:30 that morning, I had received a confirmation email that their company was sorry and I was assured they were already working to get the issues resolved.

By Thursday October [redacted], I had not heard from the company by any means. I called them that afternoon and spoke with a person in customer service who told me she did not have any information at this time because no one was available at their warehouse. She also stated she did not think anyone would be there the next day. She then told me she would call the warehouse on Monday, find out what was going on, and call me back Monday with information. I did not hear from anyone by Monday late afternoon, so I called again. Their offices were closed for the day. I left a message asking to be called back regarding my order. I did not hear from them on Tuesday either. Wednesday, October [redacted], I called customer service for a [redacted] time. Again, I was told no one was in the warehouse. They would look into it in the morning and call me back. I gave them until 9AM (Noon their time) on Thursday to call me back, as this was past the point of acceptable. Thursday 9AM came and went. I then called the company for a 4th time. With this call I insisted I speak with a [redacted] as I was requesting a full refund. I was told the [redacted] I needed to speak with was in a meeting and she would call me back that day. As I suspected, I did not hear from anyone that day.

Friday, October [redacted], I received my first phone call from the company. It was a voicemail stating they had ordered my new desk from the manufacturer and I would be contacted once the product arrived at their warehouse, presumably by the end of the following week. This was not acceptable as I had requested a refund. I called back, again insisting I speak with a [redacted]. I was able to talk to someone named [redacted] claiming to be a [redacted]. She apologized and explained they were having turn over issues and that's why I hadn't been receiving any return phone calls. She again explained that the order had been placed with the manufacturer and it should be at their warehouse by the end of the next week. This would be the week ending November [redacted]. I told her I wanted a refund because her company had been holding on to my money for 30 days, refusing to call me back and not providing me with the product ordered. At this point, [redacted] told me I was not able to receive a refund because, as per company policy, "the order had already been placed with the manufacturer." She assured me that she would watch over my order personally. That Coleman Furniture would have my order to me as quickly as possible, etc. I still insisted on a refund. Again, I was told no, as per company policy, but that she would give me $150 refund as a discount for my trouble. I told her that I would need to address it with my business partner and I would get back to her by the end of the day as to our decision to give them another chance. Before I could do so, I was receiving conformation emails for a $150 refund. At this point, I gave them the benefit of the doubt. Thinking that if [redacted] was diligent enough to follow through on the $150 refund, perhaps I could take her at her word.

That was my last contact with the company. Today is Thursday, November [redacted] and I have yet to receive any additional communication regarding my order.Desired Settlement: I would like to receive a FULL refund for this purchase. I believe that is the only acceptable outcome. At this point, Coleman Furniture (Renegade Furniture Group) has had a substantial amount of my money for 44 days without delivering the items ordered. Completely unacceptable.

Business

Response:

Complaint #[redacted]We extend our sincere apologies to [redacted] regarding the delay in the completion of her order. The discount that was offered by [redacted] has already been refunded to her credit card and the replacement for her order has been received and inspected at the delivery warehouse.As of today, [redacted] has been scheduled to receive delivery on November [redacted].We value all of our customers very highly and will continue to work on this order until it is completed.[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 becauseAs of this date I do not consider this complaint resolved. The information provided by Coleman Furniture is accurate so far as they did refund a $150 to me and they did have a representative from their company call me to schedule a delivery date. However, the scheduled delivery date is just that a "scheduled" delivery date. In no way is a guarantee of delivery. Nor is it a guarantee that the desk, if delivered, will be in new and acceptable condition. At this point, I am willing to wait through December [redacted] to see if they actually deliver the product as promised. If they deliver the desk on December [redacted] AND it is in excellent condition, then I will consider this issue resolved. Either that, or Coleman Furniture can provide me with a refund for the full purchase price of the desk as requested.Additionally, for the record and at their recommendation, my bank continues working through the fraud claim process with this company.

?

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

Sincerely,

Business

Response:

[redacted]We are committed to resolving the outstanding issues - and expect that early next week when the scheduled date arrives all of the furniture orders remaining issues - will be resolved.Together with the compensation all should be clear.Wishing you a wonderful Holiday Weekend![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.

Hi [redacted], I am contacting you today regarding the above mentioned claim. I am still having trouble with your website, but I wanted to take a moment to let you know that on Saturday, December *, 2014, my office furniture set was delivered from Coleman Furniture. I am not completely confident that all the pieces in the set were new, as there were some scratches on the shelves. However, at this point, the pieces were good enough to put this matter behind me. [redacted], I'd like to take this opportunity to sincerely thank you for your time and attention to my case. I truly appreciate it and wish you a wonderful Holiday Season. Many thanks, [redacted] Sincerely, [redacted]

Review: I purchased 3 leather loveseats from Coleman Furniture within the last year. I also purchased the 5 year warranty. Within 5 months one seat wore out. I only weigh 129 lbs. I contacted Coleman. I sent pictures as directed. They told me to contact a company that would come to my house and repair the loveseat. I have called 20 different companies only one company will come to the house. I was told I could not use that company. This has been going on for months. They refused to pay to have a mover bring the loveseat to a company that will fix it. This is horrible business.Desired Settlement: I would like an exchange or allow [redacted] to fix my furniture.

Business

Response:

[redacted]'s concerns are being addressed via the manufacturer's warranty, not the 5 year protection plan that he ordered. We never put any limits on what repair companies can be used - we simply advised the customer that we are not able to provide a claim or work order number to the repair technicians since the transaction would be between them and the customer directly. A reimbursement for repair costs has already been approved for this order, and we will have the pre-approved repair costs refunded to the customer once the repair receipt / invoice is forwarded to us.[redacted]Coleman Furniture

Consumer

Response:

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

[Your Answer Here]

I called Coleman Furniture and told them [redacted] is the only company that will come to my home to repair the furniture. [redacted] told me they needed a claim number when I told the people at Coleman Furniture that I was told they do not deal with [redacted] out of 20 companies that is the only one that comes to your home. No one at Coleman told me to get a quote call them to see if it is approved then pay for it and they will pay me back. I do not trust them this has been going on for months. They are horrible to deal with.

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

Sincerely,

Consumer

Response:

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

[Your Answer Here]

This Company has been giving me the round around for months. When I called the last time which were numerous times. I called 20 different companies. The only company, [redacted] agreed to come to the house to repair the furniture which was only a few months old. Coleman Furniture told me I have to find another company because they do not deal with [redacted]. Now this person from Coleman is saying I need to get an estimate from [redacted] and send it in to get approved. What kind of business is this? I do not trust them. I paid alot of money for this furniture and I bought the warranty. This Company accepts no responsibility even with the extra money I paid for a 5 year warranty. Other consumers need to be aware of this before they purchase anything from Coleman.

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

Sincerely,

Business

Response:

[redacted]We have advised customer that we do work with [redacted]. The 5 year warranty is serviced by Guardian Protection Services - not by Coleman Furniture - and customer is responsible to work with them on any issues in regard to the warranty.Please advise what customer still needs at this point, as it is 100% our intention to resolve all outstanding issues, but we do need to know exactly what is still needed at this time.[redacted]Coleman Furniture

Review: order 3 piece furniture set from Coleman furniture in which the sofa top back wood trim was damage.I sent it back and refuse the sofa. Also when delivery people were assembling my loveseat; they broke a piece of the trim of the bottom of my loveseat when they tried to use a hammer to take a wood cover off. The chaise lounge chair the manafacture co. .( Ashley Furniture) did not drilled the holes correctly under the chair which both issues were reported at time of delivery. comer furniture made me fill out a warranty form for the Chaise lounge and the loveseat in which I gave exception to be responsible for any other damages if a replacement part need to be sent. SOFA was delivered for a second time but damaged again. this time the dust cover was torn has scratches on the bottom and wood trim cracked. THAT was reported again to delivery company and Coleman furniture. I still have not received my furniture even though I placed the order February [redacted]. IT is now April * andno furniture yet. My furniture is sitting in the warehouse with no cover no plastic protection. just a blue dirty blanket covering it. I don't know what's going on with my furniture when at the warehouse or When on the truck. Coleman furniture is not trying to give me no incentive or a compliment to the customer for the issues I've been having. they have been rude to me and not understand my frustrationon a furniture set I paid $2200 for which I didn't get what I ordered.I receive a defective set. please investigate this company.Desired Settlement: None still having issues

Business

Response:

[redacted] refused the sofa at her initial delivery because of damage to the wood trim. The remainder of her order was kept in her home and ?was signed for as inspected and received in good condition. When [redacted] found issues with the furniture that she had kept, we began to work on having it addressed via the warranty. The warranty form details our instructions and procedures, which are not subject to changes by the customer.When the sofa was re-delivered [redacted] called us to report further issues. She was offered at that time a discount to keep the sofa as-is since the issues she described were minor. She declined, and we advised her that the sofa would be returned to the warehouse to be restored and have a new dust cover installed. We have been keeping [redacted] advised via email and when she calls us. We advised that the warehouse manager is personally overseeing her order and that her furniture is being stored properly.?We would never condone rude treatment of any customer, and most definitely understand [redacted]'s frustration. However, we are working to have this taken care of as quickly as possible.? The furniture is no way defective, and the damages that occurred were to replaceable trim pieces. The sofa is being fully restored and will be re-delivered to [redacted] at the earliest opportunity.[redacted]Coleman Furniture

Consumer

Response:

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

[Your Answer Here]

I still have not received my sofa. I called Coleman furniture aftercare department today and can I get in contact with them. I Call [redacted] company today and spoke with Jennifer and asked about my parts.She said the parts came in TUESDAY April [redacted] and the parts is sitting right next to her as of today. I asked her when is my sofa going to be repaired. She stated it has not been repaired yet. I've been doing more more calling [redacted] furniture then they been emailing me.As for the Chaise lounge and the love seat in my home; I reported the Coleman furniture and [redacted] company at time of delivery. I did NOT state on the paperwork that the furniture was in good condition because it was not. I indicated that the chaise lounge holes were not drilled correctly by manufacturer which cause a part not able to go on in which was reported to them during assembly along with pictures. The loveseat wood trim bottom area was broken off. THIS was done by the delivery people when they were assembling the love seat. They did NOT come with the proper tools so they use a hammer to take this big large wood piece off my loveseat in which they broke off a piece of the wood while using the hammer. I reported that to coleman furniture also along with pictures. I have every email and every phone call logged. I never stated that this furniture was in good condition ever. All I want is what I paid for and these repairs to be done in.a timely manner. It has been 2 months since order has been placed and now a month has pass and issues are not resolved. Not resolved with sofa or with the two pieces I have in my home. This is not my fault..it is [redacted] company and Coleman furniture responsibility. Now that this sofa is getting replacement parts..it is no longer a new sofa. Also who knows what is going on.with my sofa at [redacted] company while sitting there not protected from dust mites etc. There is no plastic over it..just a nasty blue blanket. I am so frustrated and intensely angry about how both parties are handling this situation. They are not letting me know anyrhing about the pieces in my home. When are they gonna send a repair person out. I paid over 2000.00 for unsatisfactory results. I will not be paying any additional monies if needed. This is Coleman responsibity and they need to handle it in a timely fashion and inspect the furniture at their warehouse to make sure there will be no other issues before having a delivered a third time. They declined and stated I cannot even though it wasnt a problem before me coming to look at it before. My sister came to the moving company previously to look at the sofa to make sure it was repaired properly due to I could not leave work and now all of a sudden I cant come to inspect it now. Very suspicious. As for the other two pieces I have in my home. I did not sign any paper stating it was in good condition. I indicated on the paperwork that the Chaise lounge had manafacturing issues where holes were drilled incorrectly making it hard to screw in one of the pieces onto the bottom of chaise lounge. The delivery people notice the problem while assemblying. That was written on that paperwork and I called Coleman furniture and [redacted] company while the delivery people were here to report it. I never stated ever it was in good condition. As for loveseat; during assembly the delivery guys took a piece of the wood trim on the right side near tge leg off. They did this while trying to take an large wood piece off the loveseat during assembly with a HAMMER. When they arrive they didn't have the proper tools with them so they use a hammer. In which they broke a piece of the bottom trim with hammer and did not tell me about it. I noticed it broke off and I reported to coleman furniture. Now that is the reason it needed to be reported to Revdex.com.

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

Sincerely,

Business

Response:

[redacted]'s sofa is to be delivered to her home on April [redacted] and will be thoroughly re-inspected before delivery.Regarding the chaise and loveseat, the furniture was received and signed for in good condition - this why we have worked with [redacted] to file a warranty claim Under the terms of the warranty, repairs are arranged for by the customer and the costs are reimbursed to them. We will follow up to make sure [redacted]'s re-delivery goes smoothly and see that she is promptly reimbursed.[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]

Received sofa on friday april [redacted] and still was damage with other issues. The damage from the second delivery that was the crack underneath the couch that was mention to them during secind delivery with picture was never fixed.The only damage that was fixed was a new dust cover. Now with this third delivery new damages was found. There were deep scratches deeply in the leather on bottom front of sofa. I took pictures abd aent to coleman furniture. Contact waa felice who is director of coleman furniture she stated. She stated I only have two options. Either I send it back and pay 349.00 restocking and shipping fees or they can give me a refund of 150.00 back to my credit card. I wanted to send sofa back and get my full refund back because this is their fault and not mine. She stated" well [redacted] you seem like your not gonna be happy. It's just a crack which is underneath sofa nobody gonna see that." I told her I will be happy if I received a good condition sofa I paid my hard working money for. Basically the end result was I took sofa as is and the refund of 150.00 back to my account within 3 to 5 days because I was not gonna pay 349.00 for shipping and restocking when it is their fault my sofa keeps coming damage 3 times. I wanted my full refund or a new sofa in which they were not trying to do. This has been a bad experience and I will never buy anything from them again. As for my chaise lounge and loveseat issues I still disagree on paying a repairman upfront and getting reimbursed back. AGAIN not my fault. It is there manufacturing company and delivery company fault. I need more reasoning why they cannot pay the repairmen themselves.

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

Sincerely,

Review: Ordered a dining set from their website on 11/**/14. Received a call on 11/**!! saying that the set was back-ordered until February 2015. Why not have that message on the site? So I ordered another table on 12/*/14, and explicitly asked if the set was IN STOCK. They assured me it was and I would have it in my hands in 2-3 weeks. Then I get a call on 12/**!!! that the table would take about 5 weeks! Would never have ordered it if that was the case, was told it was in stock. I said ok, that I would wait. And then I waited....and waited.....and waited. Never received updates from them, had to keep calling. 5 weeks past, still no table.

I called back on 01/**/15, two days after the five week limit past, to cancel my order and tell them I was going to go to a local place and buy something because I had been without a table for 2 months now. The woman I spoke with, a [redacted], told me that the manufacturer said it would now ship out on 1/**/15!!! After having been given multiple shipping date updates along the way that never came to fruition, I gave up on the order. I said I wanted to cancel, told her why, and she then pleaded and fought with me not to cancel, offering me a free warranty plan or something. She said she would try to get it rushed, but in all likelihood it would ship the week of 1/**. I said I still wanted to cancel and that I was just going to buy from a local shop, but she continued to fight and almost basically refused to cancel it for me. She said she would call me on 1/** to see if I still wanted to go ahead with the order. I said ok, I suppose I can do that, and to put the free protection plan on the order, but told her in all likelihood I was just going to get something from a local place and still cancel at the time she called. She said ok not a problem, or something to that effect, and we hung up.

I then went to a local place who said they could get me something in 3-4 days! I purchased it and then called to cancel the order from Coleman on 1/**. The woman I first spoke with basically would not allow me to cancel, and that I had to wait until the [redacted] called me on 1/** because they were trying to make the order happen and that it would ship out that week; she basically tried to delay and make me wait until 1/** and was not cooperating with me. I was like what, that makes no sense. I caused a stink, said that is still too late and that I want to cancel right now, not on 1/**, and she put me on hold. She then came back a few minutes later saying she spoke to the [redacted] I first spoke with and that they were sorry they couldn't fulfill the order, that they were cancelling, and then I said thank you and hung up.

Then I get a call back from the [redacted] who then tells me that she was just working on the order, and that the manufacturer had the dining set in stock now, and was ready to ship it out to the delivery company. Hmmm, very odd timing that she was just working on the order at the very time that I called to cancel, don't you think? And she never called to update me on this, until after I called to cancel? I said well I'm sorry but I still want to cancel and she said well unfortunately, it's going to be a 25% restocking fee if you cancel because the manufacturer has it in stock now and is ready to ship!! What??!!! I've been waiting 2 months for this and the day I call to cancel it somehow it is now in stock, 5 minutes after I just called to cancel the order? Mind you they already said they were cancelling my order, then [redacted] called me back saying she was just working on my order and now I couldn't cancel because it was now magically in stock???

So now I have to pay around $400 bucks for a dining set I never received, never had in my hands. She said she was working on the order to get it rushed out, and I said well you said you would call on 1/** to confirm that it would ship that week, and if I still wanted the order, and now, on the very day I call to cancel - 5 days before 1/** mind you - she calls me 5 minutes after I cancel the order to tell me the set is in stock and ready to ship out this week. And if I wanted to cancel I would have to pay 25% restocking - why should I pay restocking when I don't have any goods, and nothing has been shipped yet??!! So I'll end with this - how is it that, after waiting two months for this, on the day I call to cancel, and then get a confirmation from a rep on the phone that the order is cancelled, that the [redacted] then calls me back 5 minutes later to tell me that she was just working on my order and that it is in stock ready to ship, and that if I cancelled I was subject to 25% restocking fee? Mind you the [redacted] never called me to tell me that it was now in stock UNTIL AFTER I HAD CALLED AND CANCELLED THE ORDER - never called me before that!!! Quite the coincidence that she was just working on it the second I called and cancelled.Desired Settlement: I want them to not charge an outrageous restocking fee based on their unethical behavior in this matter.

Business

Response:

We do sincerely apologize for the experience that you have had with this order. It is never our intention to frustrate our customers in any way.A [redacted] did attempt to reach you by phone to apologize as well as advise that your order has been cancelled without charge.[redacted]Coleman Furniture

Review: Furniture ordered with the salesman name [redacted], he checked the warehouse stock and assured me that I will receive the furniture before christmas, was also told that I will receive the phone call from the delivery company who will schedule the delivery date.

I never picked the method of shipment or which shipping company they will choose etc.

Received the email stating that the shipment is in route to the delivery company on 12/**.

Never receive any phone call. I made a phone call on 12/** to the delivery company to check and they said they contact me and I never called them back (which is a lie). Delivery company also said that they will schedule me for the delivery on 01/**/2015, I spoke with Coleman furniture and complain about this and they said delivery company is close after the week of 12/** and they will back on 01/**/2015 and they schedule it for you for the first delivery, I accepted that as well.

Took a day off on 01/**/2015 and made a call in the morning to the delivery company and got the voicemail that they are close. called Coleman furniture again and they said they schedule me on 01/**/2015. nobody told me anything, wasted my one day pay, and no-one came.

[redacted] called me from Coleman furniture and she apologize and assure me that you will get it on 01/**/2015 and she also told me that she will call me a day before just to make sure.

I received a phone call from Delivery company on 01/**/2015 which confirmed me the delivery for 01/**/2015 between 1-3pm, never receive the phone call from [redacted].

I took another day off on 01/**/2015 to receive the furniture, but on 01/**/2015 around 9:20AM received the phone call from the delivery company that they will re-schedule because of the weather. I tried explaning them that federal government in DC is open, all schools are open, [redacted]& [redacted] trucks are delivering packages, post office is working and according to the weather forecast weather should be good by 11AM but they refuse and put me on 01/**/2015

I called back to [redacted] at coleman Furniture and asked her to cancel my order, because of that many hassle I really have to faith on them, but she start blackmailing me that we will charge you 25% restocking fee etc.

Coleman furniture picked the mumbo jumbo company to deliver and they failed to deliver until today.

They are not giving me any options other than to receive the furniture and sit quit.

Do I have any consumer protection rights?

Please help.

Thanks,

###-###-####Desired Settlement: At this point I just want to cancel this order, but they are threatening me that they will charge 25% restocking fee.

Its not my fault that they keep rescheduling the delivery,. I gave them 3 chances, and that's enough.

Business

Response:

Madeline[redacted] placed his order on December * and was given an estimated delivery time frame of approximately 3 weeks. While we do our best to expedite all orders, we do not guarantee delivery dates. This order was not received and inspected in time to be delivered before the holidays.[redacted] could not have gotten a delivery date of January [redacted] since the delivery company that is servicing his order was closed from December [redacted] through January [redacted]. On December [redacted], [redacted] was scheduled for a delivery date of January [redacted]. Due to inclement weather, all deliveries for today have been rescheduled for tomorrow, January [redacted]. The customer was called and the delivery company did apologize for the inconvenience. In order to accommodate him as much as possible, he has been given the last delivery time for the day so that he wouldn't have to take off time from work. He has also been promised a call before delivery to make sure that he has time to arrive at his home to receive delivery.In no way do we want [redacted] to fell that he is being pressured or bullied. HE is free to cancel his order. However, a restocking charge does apply as the item has shipped already - and will need to be shipped back.. We cannot be responsible for weather conditions and every effort has been made to give him the next available delivery time.[redacted]Coleman Furniture

Consumer

Response:

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

[Your Answer Here]

I was communicated that the furniture would be delivered before christmas by [redacted] in Coleman furniture at the time of order.When I call the delivery company then they put me on schedule to delivery, keep that in mind that the delivery company had my furniture since dec[redacted] and they waited until dec ** for me to call them so they can put me in schedule.if I hadn't call would they keep waiting???As you see the response here as well that they will charge re-stocking even though they are late almost 2 weeks to deliver the furniture. I don't care if your delivery company close for holidays, other company are hiring extra staff to accommodate the customers so they can get the stuff on time, and you guys closed the business for 2 weeks and no delivery???on Jan [redacted], schools were open, I received the [redacted] delivery, [redacted] guys were working, post office open and for you guys, there was a bad weather?Beside that Every company I have dealt with in the past always have a time window which tells you that your delivery would be between 5-10 days etc, this is the first time I heard that the company saying that there is no guarantee whenever we have time and we open we will deliver, the time is approximate and no guaranteed, wow... Never heard that. Very good business approach. I wish I had that information before I placed the order...After 3 times scheduled by the delivery company, finally the furniture was delivered on Jan [redacted], but I am very disappointed with this business, you always have my word of mouth bad advertisement as well as negative reviews, because overall I am an unhappy customer.Thanks,

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

Sincerely,

Review: Bought furniture on their website, was not delivered even after 5 weeks of wait time.

When enquired, they did not have answers and were not willing to give me an ETA.

When checked about cancelling my order, they threatened about charging me 25% stocking fee and other charges for no fault of mine.

They were not really interested in resolving the customer issue...Desired Settlement: They need to apologize for the delay and settle with me by giving some incentives rather than threaten me about stocking charges!

Business

Response:

[redacted]

We searched this customer's name, address, email address, and phone number in our system and cannot find any customer information matching any of this information.

Please advise on an order number or a name on the order so that we can verify that this is a real customer. It seems to be an unreal complaint.

Coleman Furniture

Review: I paid a credit card bill submitted by "Renegade Furniture" to my card on 9-**--a whole month before our order was delivered!! I read my statement too quickly and didn't even see the amount--usually only gas bills, and didn't recognize "Renegade" as "Coleman." So now, I'm planning to dispute that payment after 15 days (from 10-**), since we've had no feedback from the company about replacement of a dresser that was damaged and sent back ($685 of the total order).Here's the whole story: After nearly three months waiting for delivery of a bedroom set ordered on July **,2013, it was finally delivered Oct. **--but the dresser was damaged, so we didn't accept delivery of it. The delivery co. told us that an identical dresser was due to be delivered to a (Coleman?) warehouse in Denver in one more week and we could have that dresser. We have called Coleman and emailed them, but have had no response to our inquiries over the week since. After researching this company further, we see that many people have had similar experiences with delayed delivery and damaged merchandise. This is FRIGHTENING and highly unacceptable!!!!! We demand that Coleman contact us and that they deliver a replacement dresser immediately!!!!! In this whole process, we received only one email notification from them, on 9-**, which said the delivery company would contact us w/in two days--the did not. In the process, the furniture was first shipped to an LA warehouse where it sat for a MONTH--according to a Coleman customer service employee because she was training someone (new for her job? consequently neglecting her job?) At any rate, then it was shipped to Denver, and finally to us on western slope of Co. We request that the Revdex.com negotiate an immediate settlement to our problem. In our opinion, we should receive a compensatory refund on the order cost of 1533.30 Our set is incomplete without the dresser and we need it badly. THANK YOU!!!Desired Settlement: We need immediate delivery of the dresser that goes with the bedroom set we ordered. This was order # [redacted]. (The dresser was damaged in transit and we did not accept it--we need a replacement--the exact same dresser!)

Business

Response:

[redacted]

Customer has received redelivery on the pieces that issues were on. Please see attached BOL and survey. Everything has been resolved and furniture is in perfect condition.

Please see signed paperwork. All outstanding issues have been resolved

Coleman Furniture

Review: To whom this may concern:

I have been trying to communicate with Coleman Furniture and Guardian Warranty Protection Plan (which I purchased) for quite a while now to try to fix this furniture I purchased (did not get for free). I have never come across poor customer service like Coleman Furniture and Guardian a warranty

ever in my life.

I purchased this furniture taking the word of a Coleman furniture employee telling me that they are very easy to clean, and now I know he only told me that to get a sale, which is terrible because I would not have purchased this material if I knew that they are THE WORST MATERIAL EVER and impossible to keep clean. A few droplets of water dropped on my couch and sure enough there were stains that never went away. So then I called guardian warranty company that I purchased to help and they sent me a fabric cleaner that further ruined the material and bleached my couch. How great is that.

When I first received the couches they came with 3 hard (glue like) spots on them. Initially I thought it was water or just wet so I didn't think too much about it and forgot about it, then came around to it another day noticing it's still there, tried to Clean it with water snd sure enough didn't come off and only lightened the material I tried to clean with water. Also the tufting (buttons) are popping off of the love seat. Don't understand how furniture this new can possibly ruin so quickly with very light usage.

All I am trying to do is have something that I have purchased (did not get for free or discounted) fixed. That's all. I paid for the furniture, I paid for the warranty and all I want to do is get what I paid for.

If these companies are bogus/scams or fraudulent please let me know bluntly so that I can stop trying to get my furniture fixed and just throw them out (and almost $2000 down the drain).

I need someone professional and who actually cares about the customer to please contact me and help me with these issues I've had ever since I purchased this furniture (which was a big mistake).

I have been going back and forth with Coleman furniture and Guardian warranty for the past 4 months trying to get someone to just come and fix this furniture that I paid for. [redacted]

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

[redacted]Desired Settlement: Refund or at least exchange

Business

Response:

[redacted] This customer placed their order with Matt back in June of 2015. We delivered the item on 7/**/15 and the customer signed for delivery stating the item had been inspected and was in good condition. We have had no correspondence with the customer with her advising that there was a problem with the order until [redacted] when customer called in advising there were issues with the item, we sent customer warranty forms and have not heard back from her as of yet. Customer disputed their transaction with their credit card and the dispute wa resolved in our favor.

Review: I tried to order a sofa that my niece paid for and wrote a check.I suggested to put it on my account,but the Custormer servivice representative assured me that it's OK to pay by second party check.It was accepted and I received a confirmation number,but later they called me and ask for additional information related to this check and received another confirmation number.After that I have received an email from Mr.S[redacted] who told me that there was an issue with this check.My niece is a bank employee and she told me that it's a fraud to ask me any information about her check,but there was nothing wrong with a check,or an account that I was blamed about.

So,I deposited this check and ordered second time.Money was successfully charged from my account ,but...

It's been more than a month and I haven't received my order yet.I was notified that I need to inspect the item in boxes because they won't accept it back if I signed the papers.I even asked them what will I see if it's in boxes and was told to do it twice:in boxes and when it is assembled as it is promised on company's website.But the sofa was delivered already assembled and was damaged because it's wider than the doors of my apartment.

I refused to accept a damaged sofa,and now they are fooling me trying to deliver the same sofa that will be damaged again because the doors are not getting wider.On my request to deliver a sofa in boxes and assemble it,they denied my rights to get what I paid for and wrote that they were not supposed to assemble it,but their promise to assemble at your home means to place in a room of my choice.This is a terrible company that fooled me and I want you to investigate my complaint.Desired Settlement: These people are supposed to be punished by law for not keeping their promises and fooling custormers.I also want them to be punished for dishonest handling of financial problems as well.

I still want to receive a brand new sofa in boxes and assemble it in my home as promised by this company on their website.

Business

Response:

[redacted] We have successfully resolved this issue with the customer and the order is being deliverd on 11/*/15. The customer was under the impression that the sofa came un-assembled and would be out together in her home. She has since been properly informed and is accepting re-delivery. The show wood was damaged during delivery as she did not take note of dimensions and replacement show wood was ordered. To make sure it is not damaged during delivery they will be attaching the show wood after delivering inside her home.This should resolve all issues. Sharon M[redacted]Coleman Furniture

Consumer

Response:

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

I disagree with the respond of colemanfurniture.com because it's not my impression that the item is supposed to be delivered in boxes and assembled in my home.It's their promise to the customers on their website and in their email to me.I did NOT accept it and there was No delivery on November,*.This terrible attitude and dishonesty started at the beginning of September and is not finished yet.I have emailed to them that I want them to postpond the delivery because my complaint was accepted by NY AJ and this case (including manipulations with the check)is under AJ investigation

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

Sincerely,

Business

Response:

[redacted]We do set up the furniture in customer's home - but if a sofa comes assembled - we do not break it apart and reassemble it. Customer is given on the website all information for dimensions of the sofa - and we bring it fully assembled into the home. This is done on every white glove delivery order. Sharon M[redacted] Coleman Furniture

Consumer

Response:

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

The policy of this company says that they ALWAYS assemble big pieces of furniture at their customers' homes.I have received emails from this company asking me to inspect the sofa that is delivered in boxes,and I even asked them in my email how is it possible to inspect it in boxes.I deeply regret that unfortunately ordered this sofa from these dishonest people who first denied the fact that they assemble furniture and tried to make an it from me stating that by assembling they meant placing it into the room of my choice.After that,it was their version that they don't assemble at all,then only some kinds of furniture,and now that it came assembled.By the way,assembling in my place was the main point that I chose this company not knowing that I will deal with fraud and abuse.They are dishonest from the first steps of my dealing with them because they manipulated with financial part of this simple deal.I am expecting AJ Ny respond after their investigation and ready to make my next steps to win because I am right and to warn other people not to use services of very dishonest peop[le.

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

Sincerely,

Tatyana S[redacted]

Review: On July *, 2014 I placed an order on-line with Coleman Furniture ([redacted]) and I've yet to receive my order. The first attempt at shipment was a damaged piece of furniture and I was instructed by Coleman to decline delivery. On the 2nd attempt the furniture was in worse shape than the first time and I again declined delivery. Each and every time I call this company, they have to call the delivery company or waiting on the manufacturer. It takes days or even a week plus to get a response out of them on what is gong on with my order. I ask for management names and I get the run-around...I ask when I will get my furniture and they do not know. I asked them to just send me a NEW piece of furniture, but they will not. They insist on sending me repaired damaged goods...I ordered a new love seat, not a damaged one. I asked if they would cancel my order and refund me, but they want to charge me a restocking fee of 25%. I have nothing and have had nothing since placing my order. I cannot see how they can take my money for that. Still no idea on when I will have my furniture, but I do know they are waiting on a piece of fabric (back ordered) to repair something new the technician noticed and that will not come until the first week of October.

People need to know this company is NOT trustworthy, terrible customer service and they will not let you speak with someone in charge. Since I placed my order through [redacted] and 45 days have passed, I'm no longer covered under buyer protection. I've enlisted in my bank's help to hopefully return my money back into my account. This experience has been beyond stressful and frustrating....I feel as though I was robbed. I would hate for anyone else to experience what I have with Coleman.Desired Settlement: I want a full refund of my money, not a partial refund. I don't feel that I should be charged a restocking fee for something I do not have.

Business

Response:

[redacted]

We are committed to assisting our customer and the last thing that we wish to do is to frustrate or aggravate our customers. While we do everything possible to avoid damages and issues, there are instances when damages do occur.

We do reserve the right to repair when there are issues, and we use experienced technicians in order to ensure that all furniture is brought fully to manufacturer standards. The part that that we are waiting for to complete [redacted]'s order was indeed delayed until October, but we have been following up with the manufacturer in order to get the needed material shipped earlier. It is expected at the warehouse Monday, 9/**, and we are already arranging for a repair date. In addition, we have been trying to reach [redacted] in order to offer her an additional discount for her the added time that this process has taken.

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] Nobody from Coleman has tried to reach me to update me on anything. The last conversation I has was on 9/*/14. I do not want a repaired piece of damaged furniture. I ordered something and I want a full refund of my money.

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

Sincerely,

Business

Response:

[redacted]

We have been advised by [redacted] that customer will be getting back a full refund of their order. This case is now resolved as customer has been fully refunded.

Coleman Furniture

We completed our review of the bank reversal outlined below.

- Sender's name: [redacted]

- Sender's email: [redacted]

- Sender's transaction ID: [redacted]

- Your transaction ID: [redacted]

- Transaction date: July **, 2014

- Transaction amount: $1,345.00 USD

Unfortunately, we are unable to reimburse you for the bank reversal because the transaction was not covered under [redacted] Seller Protection.

This case is now closed.

Thank you for your patience during this process. We appreciate your business.

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 an [redacted] sectional from them on 8/**/2014. My couch arrived mid September. After arrival I sat on the couch and noticed the right armrest pops when any pressure is applied due to structural defect. There is also an area on the back of the couch where the material was not fastened down correctly so it sticks out. I called the company and notified them of this. They asked that I take pictures of the issue, which I promptly did. I received a response by email from Coleman furniture which stated that [redacted] furniture was requesting that I "cut the furniture at the broken arm piece." so that they could see the issue. I called Coleman and told them that this is not a reasonable request for me to cut open my furniture. They stated that [redacted] (the manufacturer) was requesting this. I called [redacted] and they said that they absolutely would not tell Coleman to have the customer cut open their furniture. I called Coleman back and told them this, they said they would look into it and call me back. No return call was received. I called them again and this time was told to video the armrest making the popping noise. I immediately recorded the couch making this sound and emailed Coleman the video. Once again no response was received so I emailed again. I received a response the next day telling me that "I" need to find a furniture repairman and get a request for service before the company will decide if they will fix the defective couch that I received. I have emails dating October [redacted],November [redacted]December [redacted] with [redacted], and [redacted]. There are also many phone calls made to Coleman and [redacted] Furniture as well. We are having to email and call this company frequently because we do not receive phone calls back. We are going on several months of correspondence with no resolution in sight and every time I speak to them they want me to do something different. I also paid extra money for a 5 year warranty, but Coleman states that this a manufacturer issue and that the warranty cannot be used. I was given a defective couch and no one will take responsibility to rectify the situation.This has been a nightmare dealing with this company. I am to the point that I no longer want this furniture because it is defective and no one has come to replace it. If this does not resolve any issues, I am prepared to file a lawsuit with this company.Desired Settlement: I want either a replacement couch or a refund and removal of this defective couch that I was sold.

Business

Response:

[redacted]We apologize for the frustration that [redacted] has experienced. The requests that were made were on behalf of and at the instruction of the manufacturer as these issues were not notated on the Proof of Delivery - and they fall under the manufacturer's warranty. We have only requested what was required to get the issues addressed and resolved. We are working with [redacted] and want to help him get the issues he has told us about resolved.[redacted]Coleman Furniture

Consumer

Response:

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

[Your Answer Here]

I am not satisfied with the response because of two reasons. 1. I have been told something different to do every time I talk to this company. How do I know taking time to find a repairman will even satisfy this company because everything I have done (ie. Take pictures, then take video, then call [redacted] direct) has not been sufficient the next time I talk to them.2. How can a reputable company ask me the consumer to find a repairman. I could find anyone who may or may not know what they are doing., and I am sure if it is not fixed correctly Coleman will no longer help me because I used an outside person as instructed.

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

Sincerely,

Business

Response:

[redacted]We are not changing what we have asked [redacted] for. We have tried to make accomodations for the fact that he was not comfortbale in fulfilling the manufacturer's requests. We do not hold the warranty on [redacted]' furniture; we simply enter the claims on his behalf. [redacted] warrants his furniture to be free from manufacturing defects, and will pay, within one year from the date of purchase, reasonable and customary labor rates to repair or replace defective parts.Again, we are more than willing to assist [redacted] through his warranty, but we sell throughout the country and do not have staff technicians that we could send as he is requesting.Please see attached Proof of Delivery - item was delivered by us and set up in customer's home in perfect condition. Customer's request is a warranty issue - and the warranty has requirements in order for it to be filled.

Review: I had ordered an item on the [redacted] of Novemebr. Since then I have been calling to get an update. The personnel keeps on connecting me a voice mail. Gentleman doesn't call back and when I called to cancel the service they were not listening to my request and again tranferred me to someone else. I have tried my level best to resolve it with them but they really don't care and would not take them accountability in resolving the issue. I don't now, how else to get this resolved with them.Desired Settlement: Please cancel all my orders and give me my money back

Business

Response:

[redacted]

[redacted] We have already cancelled both of these orders and sent an email confirmation of the same. We sincerely apologize for any frustration you may have experienced. Thank You! [redacted]

Consumer

Response:

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

My account is still not credited back for the amount. They are still holding the funds.

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

Sincerely,

Business

Response:

[redacted] has not been charged, A temporary authorization hold was placed at the time of order to verify that funds were available. This hold is released automatically by the bank with a few business days. We have not and will not be charging [redacted]. This order has been cancelled as we advised.Our bank has advised that this authorization number can be verified by the customer's bank to confirm that we have voided the authorization:Authorization Code : [redacted] Transaction ID : [redacted]Have a great evening![redacted]Coleman Furniture

Review: Issue: Complaint against Coleman Furniture

Re: Order #[redacted]

Item: Claremore Antique Sofa sku#ASL-[redacted]

Company: Coleman Furniture

Company’s Address:

[redacted] • Order #[redacted] placed on May **, 2013 in the amount of $865 for the Claremore Antique Sofa (sku #ASL-[redacted]). I was contacted via phone and given an original delivery date of June **, 2013 @ 4pm.

• No sofa was delivered and no phone call received from the company by 4:30pm on June **, 2013. I called the warehouse to inquire about the delivery and was told by the dispatcher that a defect was found (a tear in the sofa) and that a part had been ordered to repair the sofa. I asked why I wasn’t notified that the sofa would not be delivered. I was told that it was apparently “a miscommunication”.

• After several unsuccessful attempts to reach [redacted] via phone (###-###-####), I finally reached him via phone on June **, 2013 and he confirmed that there was a tear in the sofa and a replacement part has been ordered. He advised that the sofa would be repaired in approximately 2 weeks. I voiced my concerns about the quality of the product after repairs and why a new sofa would not be ordered. [redacted] advised that he is required to try and repair it first and claimed that product would have the same quality standards after the repairs. Per my request, [redacted] sent me an email as a confirmation of the conversation.

• I waited the 2 weeks and after not receiving a call from [redacted] or the company, I called you on July [redacted] for an update. [redacted] advised me that I should receive a call by the next day (July [redacted]) because my sofa had been ready for delivery since July *, 2013.

• Once again, I waited for the company to contact me concerning delivery, as [redacted] indicated. Since no call had been received by July [redacted], I called [redacted] and was transferred to the warehouse (###-###-####). The warehouse set a delivery date of July [redacted] and I was told that I would receive a call on July [redacted] (the day before delivery) to confirm the 2-hour window (time) for delivery.

• On July [redacted], no call had been received to confirm the delivery time. Since it was close to the business’ close of business time, I called at 4:40pm to confirm the delivery time for the next day (July [redacted]). I spoke with [redacted], and was put on hold, then, the phone call was disconnected! [redacted] called back a few minutes later and advised that the warehouse manager said that he tried to contact me and left a voicemail stating that the delivery would not be made. (I never received a call from the warehouse manager or a voicemail indicating that the delivery would not be made on July[redacted]). I attempted to call [redacted], but I received his voicemail. I left him a voicemail message demanding a phone call ASAP.

• Since I hadn’t received a call from [redacted] or the company by 10am on July [redacted], so I called again. [redacted] advised that he would contact the warehouse concerning the delivery and that he would return my call shortly. Since he hadn’t called me by 2:30pm, I called him back. He advised that the wrong part had been ordered and that the correct part was ordered today. Again, I complained and asked why I wasn’t notified and that I keep being told that the sofa is ready for delivery, but when it’s time for delivery the story changes again?? [redacted] apologized and stated that the sofa will be repaired when the correct part is received and the sofa should be ready in 2 weeks. At this time, I informed him that I would like a refund for the $865 that has been charged to my card. He advised me that he had to have an opportunity to repair the sofa first. Or we would be charged a 25% restock fee of $393.52 (which is much higher than 25%).

Coleman Furniture Company has had ample opportunity to provide the product that they have already received payment in-full for. I still have not received the sofa and I keep getting the run-around concerning when I will receive it. I am also concerned that it will not be repaired to the original standard as the sofa was initially received from the manufacturer. I should not be charged a restock fee for a product that should have been received within 4 weeks (it is now 7 ½ weeks) that has not been received.Desired Settlement: Coleman Furniture Company has had ample opportunity to provide the product that they have already received payment in-full for. I still have not received the sofa and I keep getting the run-around concerning when I will receive it. I am also concerned that it will not be repaired to the original standard as the sofa was initially received from the manufacturer. I sent the company a email on 7/**/13 requesting to cancel the order since I have been more than patient. I should not be charged a restock fee (25%, but was quoted a higher rate of $393.52!) for a product that should have been received within 4 weeks (it is now 7 ½ weeks) and the sofa still has not been received. The way the company is trying to indicate that a restock fee has to be paid whether they are at fault, if you never received delivery of your product, whatever the reason. If I decide to cancel the order I will be charged a restocking fee. This is the company’s fault for not honoring the quality and the delivery timeframe advertised, so I should not be held liable. I truly feel as if they are running a scam.

Business

Response:

[redacted].

Customer's order indeed arrived at local hub over 1 month ago. There was an issue when it came in and we had a part replaced by the manufacturer.

We have all repairs ready to go and customer will be contacted for delivery. If customer does not want to wait, we can cancel the order at no cost to customer, or provide a 75.00 refund due to the delay and customer will get delivery.

Please let us know what customer prefers.

Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Of the 2 options offered, I elect to cancel the order at no cost to me, meaning a full refund of the $865 paid. I am no longer interested in receiving the product from this company due to the issues stated in my original complaint.

Sincerely,

Review: Purchased a dining room chair for $199 with free delivery and no tax from Coleman Furniture online. Received the product a decent time from ordering to the date of delivery. Once received the box, it was not upright as arrows pointed on the box. This was a mishap by [redacted]. Second once opened the box, one leg was broken completely off from the chair.Desired Settlement: I am wanting a full refund ($199) and wanting not to pay for delivery a charge of returning the product to the company.

Business

Response:

[redacted] has contacted us regarding the issue and is being helped by our After Care department. We are following up with the manufacturer regarding a replacement chair being sent directly to [redacted] as quickly as possible. We do apologize for the issue, but are working to make sure that this taken care of.[redacted]Coleman Furniture