Coleman Furniture

Review: On 10/**/14 I ordered the Hobokin Pewter Sectional (ASL-1060351-SEC) couch from Coleman Furniture. I read that "most items ordered within 2-4 weeks". I (mistakenly) assumed that if my order was an exception to this delivery practice, I would be notified and offered options – as is good business practice.

On, 10/**/14 I received a voicemail message from Coleman stating the estimated time of arrival would be four weeks (I still have the message saved), and that the couch was being sent directly from the manufacturer to a delivery company.

On 11/**, [redacted] delivery in North Carolina called me and stated they received the furniture from Coleman (I later learned that [redacted] delivery doesn't even ship to New Mexico!), so why it was sent to [redacted] in te first place is beyond me.

11/**, four weeks after I ordered the couch, I had not heard any more from either the furniture company or the delivery company. I attempted to look up the status of the delivery online - there was no information available. After having to look up the number for [redacted] online, I called them and they told me they do not deliver to New Mexico, but gave me the phone number to another delivery company - [redacted]. I called [redacted] and spoke with [redacted]. He told me he would call me the week of Dec. * and to schedule a delivery for week of Dec. *.

I waited and waited and heard nothing. On Dec. [redacted] I called [redacted] and [redacted] said he had a driver with health issues so the delivery was delayed. He said he would call the following Tues. or Wed. (Dec. [redacted] or [redacted]) to schedule delivery. I waited AGAIN and heard nothing. On Dec.[redacted], I called Coleman to ask about other delivery options. I explained I had company coming for Christmas and would appreciate anything they could do to expedite shipping as it had already been 6 weeks since the order was placed. The person I spoke with said she would call [redacted].

I waited another full week and heard NOTHING! I called Coleman and they said they would call [redacted], again. They called me back and said they left a message, but had no update. I called [redacted] on Friday Dec. **, only for [redacted] to tell me he could deliver the couch sometime around Jan. [redacted]. - 10 weeks after the order!!!! When I called Coleman back to request one last time that they expedite the shipping, they stated there was nothing they could do at that point.

The holidays have come and gone, I had family sitting on the floor and on blankets over BOTH Thanksgiving and Christmas. I am extremely disappointed and will NEVER use Coleman again.Desired Settlement: First and foremost I would like an apology for not only the inconveniences, but also for the lack of customer support during this delay. Having to make the customer accountable for finding out updates (that don't exist) is incomprehensible. I would also appreciate at the very minimum, a partial refund for time spent having to followup and track down any updates and the major inconvenience of not having the furniture delivered in the typical amount of time - and not receiving updates stating that fact.

Business

Response:

[redacted] was given an incorrect ETA in October for which we sincerely apologize. Her order was routed to a delivery company that has a subsidiary that delivers to her area. Unfortunately, we did not have another delivery option available at the time of her order and the furniture was already shipped.We would like to offer a 75.00 refund on [redacted]'s order and will refund her as soon as the delivery is completed.Again, we are truly sorry for the issues that [redacted] has experienced and we will do everything within our power to get this completed without further incident.Thank You![redacted]Coleman Furniture?

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: while the apology is appreciated, the minimal refund would not begin to compensate me for the time, energy and inconvenience of a delay of more than 2 months waiting for such an essential piece of furniture. I would be satisfied, to the point of considering being a future Coleman Furniture customer, if I were refunded $300, for the large furniture purchase I made. This refund would help to color the experience differently. A mere $75 "refund" would still leave me with a bad taste and I would have to recommend that friends, family and other consumers NOT do business with Coleman Furniture.Thank you,[redacted]

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

Sincerely,

Business

Response:

[redacted] received her furniture on the first possible date, and without incident. While we do apologize for the prior issues, we are not able to give her the discount that she is asking for. We have submitted her order information to our processing department and she should expect to see the $75.00 refund within three to four business days.We apologize for the issues - and the credit will be posted.[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted]. The furniture was NOT delivered "without incident" as stated in the response from Coleman Furniture. If they believe that this was appropriate business practice, then they should have no problem me posting my account of the treatment I received. I will be posting the letter that I originally sent to both Revdex.com and Coleman Furniture to various websites that accept consumer reviews. I wish I could say "it has been a pleasure".[redacted]

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

Sincerely,

Review: Thought I would save a few bucks and

purchase a Luke Leather Sectional from Coleman’s. I placed the order on

7/**/13 and as of 10/**/13 I am embarrassed to say I am out almost

$3,000 and I have no leather sectional. First it took over 4 weeks for

the sectional to get to the shipping warehouse. Then they said the dust

cover on one of the sections was torn which took over 2 weeks to fix.

Then after a few phone calls (which are never returned) it was finally

delivered on 10/*/13. I don’t know what happened but the sections did

not match, velcro was missing from some of the cushions, and the

brackets did not line up preventing the sectional from even being put

together by the delivery company. It was as if the sectional was made up

from different parts. It says on their website that everything is

checked out prior to delivery. This is obviously a lie. We refused the

sectional and had it sent back to the warehouse the same day. We have

been waiting for a resolution ever since. Again more phone calls with

nothing in return but lies and stall tactics. Let me say right now that

all the complaints and negative reviews mentioned here are absolutely

the honest to God’s truth! I have documented over 14 calls totaling

over 2 hours of conversations. Calls are NEVER returned (not a single

one) even when you get them to promise they will. I have never dealt

with a company like this in my entire life and I am 53 years old. Their

employees [redacted] and [redacted] are the most untrustworthy, rudest couple of

scam artists I have ever come across. Right now I just want a refund and

forget this nightmare ever happened. They refuse to provide us one nor

tells us where we can find it on their website where we are not entitled

to one. My wife even mentioned to them about getting a lawyer and they

replied “Go Ahead Get a Lawyer”. This is the first time I have filed a

complaint with the Revdex.com and I am not sure if it is even actually legit.

However, if someone reads this and it can prevent someone else from

getting scammed then it is worth it.

Business

Response:

Dear [redacted]

"This customer had called our customer service staff regarding her order which she had refused. She already had called us a “liar” because of that fact we said all the furniture was “pre-inspected”. We advised her that sometime, even with pre-inspection there are occasionally issues and we make it right. Our first conversation consisted of us being cursed while I was trying to explain how we are going to have the manufacture contacted to send a replacement part. I advised her it could take at least 2 weeks and we are very sorry, but we will make it right. As of **/**/13 the is at the warehouse and is being assembled for delivery. The manufacture has been in contact with the HUB and has advised them of how to correctly assemble to piece. Despite the customers constant abuse towards are staff, even while we were helping her, we have been able to resolve the issue. "

We have already compensated customer 75.00 due to delays, and are willing to assist the customer as needed. We are 100% committed to rectifying all issues with this and other customers. Customer will be contacted to set up redelivery. We would appreciate if this can be calmed as the customer is rightfully upset, but our goal is to resolve all issues.

Coleman Furniture

Consumer

Response:

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

This email is to inform you that as of today, Monday, January [redacted], Coleman Furniture has not not contacted me in any way nor credited me the $50 they said they would based on the last Revdex.com website response on 12/**/13. Please advise on how to proceed or if I should open another case.

Sincerely,

Business

Response:

[redacted]

Check number [redacted] in the amount of 50.00 was mailed from our office today 1-*-2014 to the customer.

Tel: ###-###-####

Cell: ###-###-#### [redacted]

This will resolve all open issues.

Coleman Furniture

Review: I ordered a sectional sofa from this company. 2 months later, still no sofa. On the first delivery attempt, the sofa would not fit in the elevator and I told them there was a staircase they could use. The delivery person's response was 'we don't do stairs' and he told me that he had been contracted by a third-party company, he was told this would be an easy delivery, and that it wasn't his problem and that I should call the furniture company. I asked the delivery guys again to please try taking the sofa up the stairs to which they responded very rudely and left my apartment building with the sofa saying they were taking it back to the warehouse.

When I called Coleman Furniture to complain and ask for a refund, they told me they were sorry about the delivery problems and that they would be happy to cancel my order. **But, there would be a $400 restocking fee. THAT IS 40% OF THE TOTAL ORDER, FOR A RESTOCKING FEE.

I didn't want to lose $400 so I decided to have them try to deliver again. Second delivery date comes, and the delivery company shows up with the wrong sofa. After several angry calls to Coleman Furniture's customer service team, I'm now being told that they cannot deliver again until next week, which would require me to take yet another day off of work to attempt having the sofa delivered for a third time.

This company is a scam. They have been unable to deliver a sofa on two attempts, and then when you are dissatisfied with their poor service they take a huge cut of the money you've already paid for and pocket it. This is completely unacceptable.Desired Settlement: This company should be investigated for shady business practices, and their return policy should be forced to be changed. If a furniture company is not able to complete the delivery of a product paid for by the consumer to that consumer, the consumer should not have to pay a fee to take their business elsewhere. End of story.

Business

Response:

[redacted]The initial delivery could not be completed as the sofa did not fit up the stair cases that customer had in building. We have since resolved the issue (7-**-15), and customer should now have the sofa issue completed.Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. The response is partially true; I was able to finally receive my sofa so as far as the price I paid for the product my complaint has been rectified. However, the explanation given by the company is not 100% accurate. The problem with the initial delivery was not that the sofa would not fit, it's that the moving company was resistant to having to deliver the sofa when it would not fit in the elevator and was difficult to work with to the point that they ultimately stopped trying and left my apartment, with my sofa. Two months after my purchase, I finally received the product I paid for.My complaint regarding the service I received from this company has not changed. The customer service I received was abysmal, and the restocking fee I was told would be charged should the situation occur where the sofa would not fit into my apartment should not be allowed. A 40% restocking fee should be a crime.I hold firm to my initial belief that this company's business practices should be further investigated.

Sincerely,

Review: We purchased two end tables and a coffee table from Coleman furniture via their website. The purchase price was for the furniture and assembly, shipping was free. When the furniture arrived it was already assembled. Upon examination, all three pieces of furniture had damage. The damage ranged from paint scraped off of metal areas to the tubular steel legs of the furniture bent or crushed. We found these problems unacceptable. Seeing the poor manufacturing process for this line of furniture we did not want it replaced.

Upon calling Coleman customer service, we were told that they would replace the furniture, but that if we sent it back we would be charged for the shipping in both directions and for a 25% restocking charge. The amount we ended up paying to return the damaged furniture was $259.25. The amount we were refunded was $217.75.

We found it strange that we had to pay to "restock" the furniture, since it obviously should not have been sent in the first place in it's damaged condition. We were also surprised to find that Coleman does not stand behind their merchandise at all regarding refunds.

We were told by customer service to read their refund policy, which indeed does state:

"If you receive an order with damage or defect, and you would like to cancel the order in lieu of restoration or replacement, Coleman Furniture will deem the cancelled order a return. If only a portion of your shipment is damaged and you refuse to allow Coleman Furniture, the manufacturer or Coleman Furniture's shipping agent the opportunity to remedy the situation, then please note you do have the option to return the entire order and you will be refunded the purchase less a 25% restocking fee and actual round trip shipping fees."

We talked and emailed with customer service many times to explain that the merchandise was not only damaged but of poor quality to begin with. Customer service stuck by their refund policy. The result of this transaction is that Coleman made $259.25 in clear profit and they still have the damaged furniture to send to another customer.Desired Settlement: We are willing to pay for the shipping from our house to Coleman Furniture. However we should not have to pay to have it shipped to our house nor for a restocking fee.

Business

Response:

[redacted]Customer did not allow our delivery company to resolve issue with furniture and redeliver. Customer has written in the notes that they were willing to pay one way shipping. If we are to refund the balance minus the 150.00 shipping that we were charged for one way return, would customer consider the issue resolved?[redacted]Coleman Furniture

Consumer

Response:

The math of paying $150 for shipping one way does not add up, considering we paid 259.25 for shipping in both directions and 25% restocking charge. However, to put this behind us, 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: We placed an order for a dining set including 1 extension table, 4 side chairs and 2 arm chairs for total of $1,500

on [redacted] on Nov [redacted], 2012. Order number [redacted]. The credit card was charged when the order was placed.

But up to today (October *, 2013), 11 months after the order was placed, we still don't have the complete dining set delivered:

no table and 1 side chair less. The merchant promised to arrange for delivery of working product in limited time after a couple of times

when we explicitly told them we are not happy with the way they handle our order, but they never delivered and never even called.

We are tired of being patient and tired of being hopeful when the merchant just took the money and don't do their job.

During this 11 month, they tried to deliver the table which could not be extended as supposed and therefore we rejected the table 3 times.

Additional, there is 1 side chair never delivered and they never could tell us when they could have that ready. The following is the

detail of each delivery.

The first delivery was on Feb [redacted] 2013, the table could not be extended by the 2 delivery guys. The second delivery was made

on Mar [redacted], they deliverd a table with one side of extension rail not painted, and the other side painted. No explanation

from the vendor, so we rejected the table again without having it assambled by the delivery guys. The third delivery was made on

April [redacted], this time both sides of the rail look the same again as the first time, however the the table still couldn't be extended.

We called them for solutions, they always promise but never deliver.Desired Settlement: Since the merchant do not deliver, we request a full immediate refund, with no additional charge to us for any reason.

Business

Response:

[redacted]

Our delivery partner - Furniture Delivery Services - has the furniture ready for delivery to this customer. They will be contacting the customer in the next couple of days to schedule a delivery for the near future. All outstanding issues were replaced.

Please let me know if you have any further questions.

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:

Dear [redacted],

Coleman Furniture’s delivery partner, Furniture Delivery

Solution, did call us on Friday October [redacted] to schedule delivery,

however they confirmed that only a table was to be delivered, but they did not

have the sixth chair. We ordered one extension table with 2 matching arm chairs

and 4 matching side chairs, but 1 side chair and a functional table have never

been delivered. The same day, we called Coleman Furniture and they did not

confirm if the chair is ready or not. Their excuse was they were only focusing

on getting the table working and didn’t pay attention to the missing chair. The

fact is we remind them one chair is still missing every time we call them. They

then promised over the phone, as many times they had promised in the past 11

month, to call back to update us about the status of the chair and to have

Furniture Delivery Solution to call us again for delivery. But Coleman

Furniture has not done so up to today, October [redacted]. This is not

surprising to us since this has been their pattern, promise and no delivery.

We have got the same promise they sent to you many times

over the phone. They never replied our email messages regarding the

un-delivered purchase. We are utterly frustrated by their dis-honesty. It’s

beyond us how they can run a business this way, and wonder how many unhappy

customers they have.

Regards,

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

Sincerely,

Business

Response:

[redacted]

Pickup of the chairs have been confirmed. A refund check will be mailed out for the entire amount of the order tomorrow from our ** office.

We have worked with this customer and will be processing a full refund as requested. Check number will be available tomorrow.

Wishing all a happy holiday season and again our apologies for the headaches involved.

Coleman Furniture

Consumer

Response:

Review: I have had multiple issues with Coleman Furniture and my recent order. I ordered two sets of bedroom furniture for my children in May and was originally told that the furniture I ordered would be here mid-June. When I hadn't heard anything by then I called and was told there were backordered pieces and it would be here mid-July. I asked if I could please be contacted if something like this happened again- I had to call to find out and was never updated on the status. I was told I would be called. I then was called in mid-July and told the furniture was in the warehouse and I would be contacted by the shipping company in 2 weeks. When I never heard from the shipping company, I called back. I was told that the chest we ordered was back ordered and I had to wait for everything to be shipped at one time so I would need to wait another 2 weeks for that and then 2 for shipping, so expect mid-August. I was told I would be called every week with an update of the status. Also during this time, our credit card was charged in July when all the pieces weren't even in the warehouse and I received an email from Coleman furniture asking me to review my recent purchase- although I had NO furniture!!! I called back and was given a $50 credit and was told that again, the furniture would be here mid-August. When we still hadn't received calls from the company, I started calling weekly. Once I was told the chest was in, I started talking with Laurie in the Pre-Shipping department. Laurie told me the chest arrived damaged and I could not split the shipping of the order to receive the pieces that were not damaged. She also told me a night stand was damaged but could be repaired. She told me she would call back and I never received a call but had to call back several times until I actually got ahold of her. By mid-August, I told her I needed a definite delivery date or we would have to cancel the order. She talked to my husband on the phone because I was at work and told him that she would have to get approval to split the shipping of the pieces of furniture for the order. He asked to speak to a manager. She said she was the manager so he asked why she couldn't make it happen? Laurie then told him the furniture would be delivered August [redacted]. My husband took the day off work. As the [redacted] approached, we never received a call from the shipping company. I called Coleman furniture three times and was finally given the shipping company's name and number. I called the shipping company and was told there was never a delivery date set and that THREE pieces of furniture were damaged- the head board, foot board, and chest. This was new information to me- I had been told the chest and nightstand. I called Coleman back and was sent to Eric, who talked with Laurie. Laurie said she never gave my husband a date of delivery. This is simply false. Eric also told me that only the chest was damaged and the other pieces had been "fixed" although this conflicts with what the delivery company told me and conflicted with what Laurie had said several weeks ago. Eric told me he would call by noon the following day with an update. He did not. I called. I told him we needed a refund. He said that the computer shows that we had delivery set up for Tuesday, August [redacted]. This is again false. I talked to the shipping company and told them NOT to schedule anything because we had not been given accurate information about the damage of the furniture and the delivery date (after being charged over a month ago). I again said I wanted a refund and had ordered new, undamaged furniture. Eric told me I would have to pay a restocking fee and I told him we would not pay. We are working with [redacted] to have this disputed. That could be avoided if we were just given the refund. We ordered this furniture May **. It is now August ** and the only communication we got from the company (without my initiation) was to charge the credit card in July and ask us to review the furniture that we DID NOT EVEN HAVE. I have spent hours on the phone with Coleman. And each time was promised something that did NOT happen. I am very disappointed as I was very much looking forward to having this furniture. I emailed them explaining everything above and Eric responded that we could have the furniture delivered Tuesday, September [redacted] or we would be charged a restocking fee AND return shipping fee (he did not say anything about the return shipping fee in our phone conversation) that total $1,035.25! That is more than half what the furniture cost. Again, we notified the company that we filed a claim with [redacted] and with the Revdex.com and would not pay the restocking and return shipping fees. We have yet to hear back.Desired Settlement: Full refund

Business

Response:

[redacted]Customer was continuously advised of back order and shipping status of items. Order arrived at delivery company August * and had damages. Customer was advised of what was happening and was advised that as the replacement item was due to the hub shortly that we would not do a split shipment. Nobody at Coleman ever advised customer of a delivery date. Customer was offered a split delivery and declined due to the fact that she did not want items that had been restored. We advised customer that items were at 100% manufacturer specifications and that we could deliver. Customer has advised that she no longer wants to speak to us and that she will be disputing her order. We have offered the customer a discount to keep as is and accept delivery. Customer has declined.At this time it is an open dispute. Once the bank confirms - we will be able to resolve further.Sharon M[redacted]Coleman Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseThe response sent by Coleman Furniture contains several inaccuracies. I did not advise the company that I no longer wanted to speak with them- I told them I did not want to speak with the manager of the pre-shipping department any longer because she gave me several pieces of inaccurate information and did not call back when she said she would. I wanted to work with someone else. This manager DID give my husband a delivery date, which was only disputed when I called the shipping company myself. I was also told that several pieces of furniture were damaged that were not disclosed previously. I was not offered a discount on my purchase, but was offered a warranty on the furniture which I was told was worth $150. I did not order damaged or restored furniture- I ordered new furniture. Furthermore, I was not contacted about the backordered item-I had to make multiple calls to the company over months to get this information. I was told my furniture was in the warehouse and my credit card was charged (and I even received an email asking me to review the furniture that I didn't have) when this was in fact not the case- one piece was still backordered which I was told when I called back looking for a delivery date.It is true that we have turned this in to our credit card company and have a temporary credit. However, I do think Coleman Furniture should take responsibility for how this was handled.

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

Sincerely,

Business

Response:

[redacted]We take responsibility for anything that occurs - and do apologize again - we are willing to work with this customer with a larger offer of compensation, as we are committed to getting this resolved. The issue is that the funds are currently tied with the credit card dispute. Once it is resolved, if the customer isnt awarded the money by the bank, we will be happy to work further to get this resolved.Sharon M[redacted]Coleman Furniture

Review: I was looking for a sectional couch and these guys had decent prices. Didn't read the reviews before I ordered. I wish I had. The first issue was the credit card payment - my first card wouldn't go through and so I used a second card. Two days later, both had fraudulent charges on them and I was told it was because Coleman furniture has a website that is not secure and leaked my information. They finally delivered the couch today, 6 weeks after I ordered it. I was told last week that someone will call the day before to give me a time slot for delivery. Nobody called. I had to call them over and over again for an hour until someone picked up and told me I am scheduled for the 8-11 am time slot. 11 am came and no delivery. I called them again. Oh, they actually meant 8-12. Then the driver calls to say he'll be there between 12 and 1. He finally arrives at 12:30 and now the largest piece of the sectional won't fit in the elevator, so they want to charge me $200 to bring it up the stairs. Even though online it says that delivery and assembly are INCLUDED IN THE PRICE. Or I can return it, but that would come at a fee as well. At this point I'm desperate. I won't pay them just out of principle. Worst customer service ever. So I arrange with my building staff to bring up the largest piece up for half the price. In the meantime, the driver and his guy bring up the other two pieces that do fit in the elevator and as they are unpacking them upstairs, it turns out IT'S THE WRONG COUCH. They reversed the pieces and sent me the Left Arm Facing sectional instead of the Right Arm sectional. Honestly, how many things can a company mess up? I kept the couch because at this point I can't wait another 6 weeks to potentially get another wrong couch, but I couldn't be more disappointed.Desired Settlement: I would like to be refunded for accepting the wrong couch and having to pay extra fees to my building staff to deliver the couch, when it was falsely advertised that DELIVERY IS FREE.

Business

Response:

[redacted]We are definitely sorry that [redacted] isn't happy with her furniture. However many of her concerns are addressed in our terms and conditions seen here: http://colemanfurniture.com/terms-and-conditionsWe ask that customers allow for at least one hour before and after the scheduled delivery time for unforeseen circumstances that would cause the delivery to occur earlier or later than scheduled. Allow more time for remote areas or area/times of day that are subject to heavy traffic. [redacted] lives in [redacted] which would definitely qualify as a high traffic area, which would explain the slight delay in her delivery.We also advise that deliveries that require our team to work in excessively tight conditions or to carry furniture up multiple flights of stairs may incur additional delivery charges not covered by Coleman Furniture. [redacted] lives on the 11th floor, and was advised by driver that walk up charge to carry the furniture up 11 flights of stairs would be $180.00. Our customers have the option to configure the sectional as they want it. A confirmation email was sent after the order was placed that included pictures of the pieces that were ordered. The furniture was delivered exactly as ordered.[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

Their explanation of the late delivery time doesn't make any sense. They said 8-11 am and when the driver called (after I called back the delivery company and asked where he was at 11 am) he said that that's not the time slot that they gave him, they told him between 12 pm and 1 pm. He arrived well after 12 pm. Why all the lies from this company? If their "standard" procedure is to charge per flight if the furniture doesn't fit in the elevator, why wasn't I a) notified of this policy and b) told that it's an oversized couch that wouldn't fit in a standard elevator? This is also NOT listed in their "Terms and Conditions" page that they referred to (http://colemanfurniture.com/terms-and-conditions). They have NEVER mentioned this so it was certainly misrepresented. To be put in a spot where I either have to pay an additional $180 or to return the couch after waiting for 6 weeks is certainly inconvenient and lacks integrity on their behalf.And they did deliver the wrong sectional. It can not be configured any other way than it is. I am attaching the following:1. their order confirmation that states that I ordered the configuration with a "left arm chaise" (LAF) and 2. a photo of the "right arm chaise" configuration that arrived. This is DEFINITELY not resolved and the fact that they keep lying is making it even worse. Thank you for your help.

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

Sincerely,

Business

Response:

[redacted] has already received delivery, and kept all of the furniture in her home. We are truly sorry that she is so unhappy, but we did fulfill this order, exactly as ordered. Since the delivery is complete and the furniture is now past the allotted return period, we will not be able to help her further.[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:

It has not been resolved because they haven't addressed any of the issues in a satisfying manner. I have accepted the furniture because any other alternative would have been a nightmare - I don't believe that they would refund me nor acknowledge any of their mistakes. Like they are doing now.To say that they will "not be able to help her further" assumes that they helped me in the first place. I fail to see how. It is obvious to me that there is zero concern on their part for client satisfaction.

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

Sincerely,

Review: I ordered a Right facing sectional and they sent a Left facing sectional. It took 4 weeks to get the sectional. I spoke to [redacted] at Coleman Furniture/ Renegade who was not very kind and In order to get the correct pieces they want to charge me a restocking fee of 25 % and shipping fees to return wrong parts and get correct parts. Originally shipping was free. The sectional they sent was unprotected -not in wrapping or boxes and looked dirty in places. The delivery people carried it in the house sweating all over it and got dirt and grease on my rug. I refused delivery due to being the wrong order and made them take furniture back. By the time they charge me all the fees involved it will cost as much as the couch. This is a rip off and very poor customer service, I did try to contact someone over [redacted] but they told me she was the [redacted] and there was no one higher. I ask for a call back before noon as I took off work in AM for delivery and did not hear back. I have reported to [redacted] to handle my dispute and refute the restocking and shipping charges. This is a scamDesired Settlement: Refund of my total amt 1242.00.

Business

Response:

[redacted],This customer ordered PO [redacted] (placed on February **, 2015 10:23:14 AM EST - which was a Sunday - online on the website on her own. The item ordered was: Jessa Place Dune Right Arm Facing Sectional which consisted of RAF Sofa one Armless Loveseat, one LAF Chaise, and an ottoman. The details of this sectional can be seen here: [redacted]. Customer's receipt details all of the items with configuration chosen. When [redacted] - our After Care [redacted] spoke to customer, after explaining that what was delivered was what was ordered, customer then decided to change tactic and complain about delivery men.We filled order exactly as customer ordered, and there will be shipping fees and a 25% restocking fee if customer cancels order. Please see attached customer receipt of order and item page.[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 becauseWhen contacting Coleman furniture and explaining that I received the wrong furniture I was trying to get it replaced. Before [redacted] even had a chance to look it up I told her about my delivery problems in addition to my other issues. I resent being called a liar as this is not true and a defamation of character. I have no tactics as you say. I was trying to get my correct furniture changed out and sent and was told I was going to be charged 25% restocking and shipping charges. This was not acceptable. I already paid in full 1242 and now you want another approx 700 to get the correct furniture. This is why there is 118 Revdex.com complaints against this company. I ask for call backs to discuss charges and no one has returned my calls or emails requesting a call back. I didn't want to cancel my order I just wanted the correct furniture and I didn't want to pay all those fees. They only want to refund me 375 that is absurd. I have called and emailed and tried to resolve to no avail as no one will talk to me.

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

Sincerely,

Review: I ordered high end leather furniture from them on December [redacted], 2014. I was told at that time it would take 2 weeks for delivery. I couple days later another call and was told 3-4 weeks. I was fine with that as did not want delivery over Holidays. After the New Year 2015 the furniture should have arrived the first week into January. I was promised that the delivery company would receive and inspect furniture, and was emailed and told that it was happening the second week of January. I was then emailed and told that delivery company would contact me with a delivery date. Assuming it would happen the following week, I made arrangement to remove and donate old furniture. After much back and forth and lies from Coleman, who told me that they could not arrange delivery for that week because company could not delivery, when in fact I had already spoke to delivery company and they said they could if a small fee was paid to expedite. I was also told I could not pick up myself, as I had company coming that following weekend. So I waited another week, and furniture arrived finally. At this point 5 weeks after order was made and paid in full. Furniture arrived with damage. Love seat had a large hold punched in side, it was placed on road, and sofa was opened. It had extensive damage with a cut down the front of the sofa almost the entire length of the sofa. The chair was then opened and it had just a small scratch. I was advised to send furniture back. So I did. I was then told that a technician would repair the damage. So I waited, and then called again, as to status of order. It had not been inspected yet, but I was told it had been and parts were ordered. I was told that technician would arrive this past Monday to repair damage not to initially inspect. Parts were just ordered this past Monday. Coleman told me that my compensation would be $150.00 for my trouble, which that in itself is an insult. A new set of furniture should have been ordered immediately and sent with priority.Desired Settlement: Because of my long wait, and trouble, I should be compensated for the reason of my long wait. I should have been offered option to rent furniture until the matter would be resolved. I should not be forced into accepting furniture that was to be brand new, that I know had set on the road and had damage. Anything less than $500.00 is insulting.

Business

Response:

[redacted]

[redacted]' order is a priority and we are working to complete his order as quickly as possible. We do not lie to our customers, and any estimates that we provide is based on the most updated information we have at the time. While we do not compensate for delays that are out of our control, we have applied an additional discount to [redacted]' order in light of the disappointment he shared with us. At this time, we are in the process of having all of the furniture restores to manufacturer's standards and will be arranging for the earliest possible delivery.[redacted]Coleman Furniture

Consumer

Response:

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

I still do not have the furniture I paid for and ordered on December [redacted]. I have not been offered a suitable compensation for all my time and effort involved in this situation. I have spent literally hours on the phone trying to get answers from them and the shipping company. In my mind they have lied. Their site promises orders in 3 weeks. The sales rep I spoke with originally said 2 weeks. It also states that delivery company would inspect furniture when it arrived, in fact I have an email from them stating that this was being done, then furniture arrived in original packaging with damage that looks to have happened at original manufacturing site. Representatives have been ignorant. We paid almost 3 grand 8 weeks ago for furniture. We had made arrangements for our old to be removed, and now have been with an empty living room. If this was an isolated situation, I would call it my luck, but finding out so many others have had the same exact problem. My wife an I have spoke and we will only except this now "refurbished" furniture if we are compensated for it. It is not longer "brand" new furniture, when we know the repairs that needed done, and the fact the love seat had been sat on our road in a pile of salt and dirty slush.

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

Sincerely,

Business

Response:

[redacted]' furniture is in the process of being fully restored. The delivery company will be in touch with him at the end of this week or the beginning of next week regarding scheduling delivery of his order.We are doing everything possible to get this order completed and ensure that that his furniture is in the proper condition as quickly as possible.[redacted]Coleman Furniture

Review: Order [redacted] with Coleman Furniture. We were told driver would deliver between 3-7 pm on 12/**. It's now 12/20 & no furniture! Driver finally called at 8:45 pm on 12/**. He said he could deliver at 1 am or we wouldn't get our furniture for 2 weeks. Really? We live in a residential neighborhood with 2 small children. It's one thing to be late with a phone call but to call almost 6 hours after delivery window starts to tell me he's not delivering is terrible service! Then I read reviews on Twin Cities Moving which are all bad. They have no after hours number to call to address issues, only general voicemail. The driver who has my furniture lives 10 miles from my house but won't deliver next day (today) or Monday 12/**. Instead he's going to take furniture all the way back to Eagan, MN. That makes no sense!Desired Settlement: I want my furniture ASAP!

Business

Response:

[redacted] Happy New Year - This delivery took place on 12/** and customer received all items in perfect condition.Wishing all a great day.Sharon M[redacted]Coleman Furniture

Consumer

Response:

**complaint is resolved after much hassle and back and forth on my part. What I was trying to communicate was their practice of business I do not find satisfactory. When initially ordering with Coleman Furniture they make delivery sound like a great thing. Not the hassle it turned in to! The delivery company they hired is not professional. Their lack of timely communication and missed appointment is what lead to all of this. Multiple times delivery company told Coleman they had talked to me. I was calling Coleman back to see where we were at in resolving as I could not get an answer at delivery company or a voicemail returned. Coleman believed delivery company had communicated with me like they said; they had not. Coleman Furniture should take a look at who they have representing their name! Will not do business with them again!

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 a dining room set from Coleman Furniture in December 2014. The furniture was delivered in January with a broken table leg, misaligned chair legs, and 2 shelves in the china cabinet that did not fit because the support tabs were drilled in the wrong location making the glass shelves unusable. I noted all issues on the delivery forms and was contacted almost immediately that they would address the issues. 2 weeks later a repair person was sent who was able to fix the chairs but not the table or the china cabinet. I was told someone would contact me. Finally in April I was told they were ordering a new table and would have it asap. In May I again contacted them as I had not heard from them in a month and was told the table was shipped to the hub and I should expect it soon. No response to china cabinet problem. In June I was contacted and told my table was in and they wanted to schedule a delivery, when I asked about the china cabinet I was still told nothing. The end of June and they delivered the table (undamaged) but still no china cabinet. I have no gone back and forth with them almost daily for the past 2 weeks. They now say they are contacting the delivery company to see what they will do. The problems with the china cabinet are clearly manufacturing defects and the delivery company has nothing to do with this. It's been over 7 months since I bought and paid for a dining room set that I still don't have complete use of. I don't think it's unreasonable to buy a brand new dining room set, pay over $2000 and not be able to use it.Desired Settlement: At this point I'm tired of dealing with the lack of response and when I do get a response it's useless. I want a replacement china cabinet immediately and if they can't manage that then I want a complete refund for the cabinet and for them to come get the defective one..

Business

Response:

[redacted]We have been working with this customer, and will continue to do so until the issues are resolved. [redacted] Delivery - our white glove partner has been working on getting a furniture tech to access the extent of the issue. Please have customer contact our head of customer care, Felice C[redacted] at ###-###-#### so that we can get a speedy resolution on all outstanding 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:

[Your Answer Here]

The delivery company came and assessed the issue in January, 7 months ago. I spoke with Ms. C[redacted] on 7/**/15. She was waiting for a call back from the delivery company to see why they did not include information about the china cabinet issue in their report. She assured me she would have the info on Wednesday, 7/**. Today is Thursday 7/**. It has been over a week and guess what, I have not heard from them.

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

Sincerely,

Business

Response:

[redacted]In response to customer's request.On 1/*/15 our delivery partner, [redacted], delivered furniture which included a buffet and a hutch. The customer advised via the bill of lading that the "...glass panel in the hutch was too low and the glass was wobbly..." On 1/**/15 a furniture technician was sent to the customer's home to address the issue pertaining to the hutch. The technician provided washers and additional hardware to address issues with glass being wobbly. On 5/**/15, the customer [redacted] advised via email that there was still an issue with the buffet.On 6/*/15, [redacted] advised the customer that we were still continuing to follow up on the issue. On 7/*/15, [redacted] called the customer [redacted] and requested additional pictures of the hutch showing the damage from a distance and from close range so that we can assess how to resolve this issue. The customer advised that he would not be sending pictures because he stated "...he just wanted a new hutch and would not be accepting a technician." This request was followed up via email as well.On 7/*/15, the customer [redacted] provided pictures via email of the damage to the hutch.On 7/*/15, [redacted] called the customer requesting pictures which showed the hutch from a distance. On 7/**/15, the customer [redacted] sent the requested picture and advised that "I will expect an ETA on my replacement china cabinet today".On 7/**/15, [redacted] advised the customer that we were discussing the hutch with the delivery hub who made the initial delivery. On 7/**/15 the customer advised via email "....I have not gotten an ETA on my replacement china cabinet yet. It has been over 7 months without the use of this piece of furniture that I paid for last year. I expect an ETA on the replacement by this evening or I will require a refund and for Coleman to come get the defective china cabinet by Friday.On 7/**/15 [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015.On 7/**/15, the customer advised via email "....While I'm glad you are in contact with the delivery company, that has no bearing on my china cabinet. I purchased the furniture from your company. While the delivery company delivered it, the item has obvious manufacturing defects. Please understand, the only options I am willing to accept at this point are a replacement or a full refund. Please let me know by 5pm today which I can expect. "On 7/**/15, the customer called [redacted] inquiring about the status of the replacement hutch. [redacted] advised we were still speaking with the delivery hub to determine a resolution. On 7/**/15 [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015On 7/**/** it was determined what parts were needed for the repair to the hutch based on the conversation that took place between the original furniture technician and the new furniture technician that would be repairing the hutch.On 7/**/15 [redacted] was advised from the delivery hub that the furniture technician will be contacting the customer to schedule an appointment no later than July **,2015Please be advised that as stated in our terms and conditions (please see below) Renegade Furniture Company does reserve the right to have the furniture restored and / or repaired at no cost to the customerIf a product is found to have damage, and damage is noted on the delivery receipt; we will send a the necessary parts and correct the problem at our expense. Remedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer.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% 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. The business in this complaint that I filed has agreed to replace the defective furniture. I

Sincerely,

Review: I purchased a bedroom set from Coleman furniture and it is defective. The foot board is bowed and the finish on the furniture is flaking off. They have a 5 day return policy but they drew the return out so long and now they say they wont take it back. This bedroom set cost me $1700 and now I have no way to return it. The unit is damaged and in addition it was supposed to be a platform bed which it is not. So not only it the item damaged but also not what I was sold. I have pictures showing the damaged unit.Desired Settlement: I would like a refund per their return guild lines at a minimum which state the customer can return the item by letting them know by email within 5 days. I emailed them after 3 days.

Business

Response:

[redacted]

Review: I purchased a bedroom set online from coleman furniture on 10/**/2015, it was delivered on 11/**/2015 heavily damaged, the bed was unable to be assembled because the footboard was sent out assembled upside down by the manufacturer, as well as it looked like furniture that was had not made it into a store because of the quality. I notified Coleman furniture told them the issues and sent pictures of the damage that day. I was told that a tech would be sent out to evaluate the furniture. The company then wanted to send out the manager of the delivery company to "address all of the issues" that was not a way to resolve brand new damaged furniture because he is not a certified technician and had no business addressing the issues. On 11/**/2015 a certified technician finally came to my home. They would not release a copy of the techs report. I asked them to simply replace the furniture instead of repairing it and they would not. if they were not willing to replace the furniture then I wanted a refund, they want to charge me a 25% restocking fee and $290 for shipping. I paid $1131 for the bedroom set meaning that I would only be refunded$558.25. I disputed the claim with my bank in hopes that they would handle the situation so my bank refunded my money to me and on 12/**/2015 the furniture was picked up by Coleman. I was told it would be repaired and re delivered at 100% manufacturers specifications. I was told I would be updated on the repair process every step of the way. I did not hear from Coleman furniture or the delivery company until I contacted Coleman on 1/**/2015 because they had counter disputed with my bank and I had been recharged for furniture that they touch from my home seven weeks prior. When I talked to Erik at Coleman on 1/**/2015, it seemed they had no records of where the furniture was he said he would have to call the delivery company. I spoke with Melissa at Coleman on 1/**/2015 and she told me that the manager of the delivery company, Greg, had passed unexpected that a new manager she spoke with thought the furniture had been delivered but then they located it. How long was I expected to wait for this furniture? It's been seven weeks it has been gone and I simply want a full refund and be done with Coleman furniture.Desired Settlement: The most desired out come would be to get a full refund. If not, I will even pay the re-stocking fee but having to pay nearly half of the total order amount for furniture that I was not satisfied with and waited forever for to be repaired is ridiculous

Business

Response:

[redacted] This customer received her items and there were issues noted at that time. We offered to send a technician to the customers home to restore the items to 100% and customer declined. She insisted that it be picked up and restored at the delivery company and then re-delivered to her. We had the local delivery company pick the items up from the customer and restore them to 100%. Customer refused to accept re-delivery and disputed the charges with her credit card company. The dispute was settled in our favor and we once again tried to deliver to the customer, however customer wanted a full refund. We advised customer we could not process a refund and that items were ready to be delivered. Customer refuses to take delivery.

Review: I purchased a storage bed from this company approximately three months ago. The bed was delivered in a timely manner, but the two large storage drawers under the bed would not close completely. I noted the issue with the delivery company and they told me I had to resolve it through the company I had ordered from. After much back and forth, Coleman agreed to replace the drawers and sent the delivery company to retrieve them, which meant another half day of lost work for me since they will only give a five hour window. I was told I would have the replacement drawers within two weeks. After five weeks, multiple unanswered emails , and several phone conversations, the drawers finally arrived at my home, but without the four drawer handles. I immediately contacted Coleman (AGAIN) and was told the handles would be "expedited" and I would have them within a week. The week came and went with no handles so I called back (AGAIN) and was told the handles will not be available for another two weeks. It has now been nearly two months since the original delivery and I am still left with an incomplete bed and no resolution in sight. Coleman received payment in full for this $1000 bed prior to delivery. No one I have dealt with in their customer service department has offered me so much as an an apology, let alone any suggestion of compensation for all the inconvenience this has caused. Keep in mind, in addition to the lost half day of work for the second trip for them to retrieve the defective drawers, I paid out of pocket to have excessive amounts of packaging materials removed from the handleless replacement drawers they sent, which by the way, also do not close completely!!! When I suggested that the least they could do was offer a partial refund she told me none of this was their fault, rather it was ta problem with the manufacturer. Coleman Furniture accepted my money and should not have to be forced to be accountable for providing me with what I paid them for, but here I am. This is by far the worst buying and customer service experience I have ever had. Please note, I have made multiple requests to speak directly with a [redacted], but my calls have never been returned.Desired Settlement: I want the missing handles replaced immediately and a partial refund of the purchase price of the bed due to the considerable aggravation and expense this has caused and the fact that the replacement drawers are no better than the original ones were. Call me crazy, but when I spend $1000 on a bed, I expect the drawers to close completely.

Business

Response:

[redacted]We apologize for the issues with this order.Customer did notate issues with the drawers at time of delivery. We have ordered replacement handles, and are paying for them to be shipped directly to the customer.They already shipped via Parcel Post and should arrive at the customer's address by the end of the week. The order total for the bed was 799.00 including delivery and setup. We offered customer compensation amount which was declined. We are able to increase it to $50.00 due to the circumstances - as an apology for the issues. The parts arriving should solve all outstanding issues that were notated.[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:

The amount of compensation offered (first $25 now $50) is insufficient due to the fact that my out of pocket expenses alone in dealing with this mess equal $135. $100 for half a days lost wages for a second time window to retrieve the defective drawers, $20 spent on drawer handles so the bed could be used while I wait for the matching replacement handles to arrive, (so far nearly 3 weeks and still did not receive them as of 6/**), and $15 for my trash hauler to remove the tons of packaging materials the second set of (handleless) drawers came in. The balance of what I am requesting is to compensate me for the fact that after all this time spent repeatedly calling, emailing, and awaiting replacement drawers, I am still left with a DEFECTIVE product as the second set of drawers they sent me also do not close completely!! I currently find myself in the same situation as the first day the bed was delivered nearly two months ago, only now the ill fitting drawers are also missing the handles. After reading many negative customer reviews about this company (too late) I believe they sell factory seconds to unsuspecting customers and hope no one complains about the poor quality or are deterred from returning the defective merchandise by the excessive restocking fees they charge. Bottom line, a storage bed is purchased with a specific purpose in mind and if the drawers do not fit and function properly, the piece of furniture is not meeting it's intended purpose. My request for a refund in the amount of $300 stands.

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

Sincerely,

Business

Response:

[redacted]We will accept the 200.00 offer presented by the customer. Refund will be processed tomorrow morning. Once again we apologize for the issues with this customer.

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,

Breach in contract!!! I ordered a sectional about a month and a half ago. When I submitted the order it was stated that delivery was 2-6 days. After I submitted I got an email stating it would be 2-4 weeks, so obviously I called in and they told me that it was 2-6 days after the local manufacturer had the product on hand. A couple days later I realized that the money was back in my account so I called in and they told me that the order was on back-order, and it would take 5-6 weeks. Mind you I had to contact them for this information. I have called in multiple times over the last two and a half weeks and have been told that it was in route and would be to the manufacturer for the last 2 weeks now. Now I just got off the phone with the supervisor who informed me "that she can almost guarantee that it is in route," (her words, not mine). Now that the process has taken so long another company has the same sectional at a lower price so with a 3-4 day delivery, so I informed the supervisor of this and that I am going to call that company to make sure they have it in stock and will be cancelling my order and her only response was that if I wanted to do that I would have to pay a restock fee and that I agreed to these terms and conditions. So now I am stuck in a dilemma; there were other products I was looking forward to ordering through this company and with all of this unnecessary stress and inconvenience I will not be doing any additional business with this company.

**BEWARE OF THIS COMPANY**THEY ARE CRIMINALS**

I wish I had done further research on this company before ordering furniture from them. They are truly criminals. My experience with Coleman Furniture (a Renegade Furniture Group) has been UNBELIEVABLE! It is scary that there are people out there like this that continue to stay in business. I have found complaints and reviews from hundreds of other customers who have experienced the same/similar experiences with this horrible company.

I am not only disputing a charge for a 25% re-stocking fee they threatened to charge me when I cancelled defective furniture that I NEVER received, they are now charging me for the full amount of $1679. I NEVER received this furniture; it was never delivered to my home and I NEVER signed off on it!

I realize you can only base a person’s credibility based on your experience and history with them, which is why I beg you to look deeper into both my account and this company’s history.

I have taken the time to provide you all the details not only help myself, but to help people who have already experienced or been victim to this company and their unethical business activity, I hope to create awareness for consumers out there to prevent this from happening in the future.

Below are the details to my story. I have included the stories and reviews of others out there that took time to share their horrible experiences with this company (I wish I would have taken to time to do research and read before doing business with Coleman).

On October 19th, 2014 I ordered the following from Coleman Furniture:

(1) Tangerine Sable Dresser

(2) Tangerine Sable Nightstands

My Total = $1679

October 24th:

My amex card was charged $1679, I received the following confirmation via email confirming my purchase from Coleman below in blue:

October 31st:

I receive a call from a local delivery company to schedule a delivery to my home. They told me that I needed to be present at the time of delivery to let them in my home and sign for the delivered furniture. I was very excited and was able to schedule delivery for Monday, November 3rd between 10am-12pm. I took the morning off work so that I can be there when the furniture was delivered. The morning of November 3rd around 10:30am I received a call from Jeff (goes by James as well) at the delivery company telling me that he would have to reschedule the delivery. Not knowing, I asked the reason for re-scheduling and if he could give me an estimate of when he thought that might be. He was extremely short and pretty rude telling me that there was a defect with the dresser and he was unable to deliver it because it was not up to manufacturer standards. He would need to contact the manufacturer and would call me back.

After never hearing from him or anyone, decided to reach out to them later that week, Friday, November 7th to find out something. I spoke to Rebecca and she said that she would have Jeff call me back. Later that day Rebecca call me back and said Jeff would call later that day or at the latest on Monday.

Monday goes by…no call from Jeff, Rebecca or anyone from the moving company.

At this point, I decide that it is best to contact Coleman (Renegade) to notify them of this situation and hopeful to they will give me some answers and help me. I spoke with someone at that time (I believe it was Allison, I spoke with her many times). She was very apologetic, said she was sorry I haven’t received my furniture yet, been treated poorly by the delivery company and seemed eager to help resolve this problem. I waited on-hold for awhile while she did some further research on what is going on. She also says that the product is undeliverable because it has defects and not up to manufacturer standards (which is what the delivery company told me). I asked her if they could at least deliver the night stands while I wait for a new dresser to be delivered? She said that it was not possible for the delivery company to make two trips, but she would get back that day or the next with answers as to when they could get a new dresser. I receive nooooo call back.

I wait five days call again on November 16th. Speak to her or someone else and get the same response…Nooo call back.

I call again on November 18th, same story. They start making excuses and that the person I need to speak to isn’t here today or on the other line, I will transfer you and/or leave a message to them call you back. No call back.

I called again November 20th…. Spoke to someone…No call back

I called again twice again November 24th…. Spoke to someone…No call back.

I called twice November 25th…. Spoke to Allison and am beyond frustrated with this entire company and situation. They have charged my credit card for furniture that I NEVER RECEIVED, WILL NOT GIVE ME A STRAIGHT ANSWER OR EVEN CALL ME BACK. Again, She is very apologetic, says her manager have a scheduled meeting to talk with the delivery company and about what they can do to get me a new dresser immediately.

Before I get off the phone I tell Allison that if I do not hear back from her by the end of the day I am going to contact American Express and dispute this charge.

Allison does call me and leaves a message for me stating she has talked to her manager and will send me an email with more information.

*November 26th I receive the following email below in from Allison in italics (I included the photo she provided). In the email she is now saying that it is a cosmetic flaw and not a manufacturer defect.

I spoke with Allison and told her that I am not willing to accept the furniture for $75 off when it is not up to manufacturer standards. At this time, I realized that they were selling it for $50 less on their site. I told her that I wanted a new dresser at the current asking price. She then proceeds to tell me that she cannot honor the current price they have online and that if I wanted a new dresser that I would have to pay the original price and a 25% re-stocking fee for furniture that I never received that was defective. I tell her that I am cancelling my order and that I want a full refund. She tells me that she will find out what she can do and call me

November 30th:

I receive a call from Allison telling me that they cannot refund me the full amount and that I would be responsible for a 25% re-stocking fee. I tell her to cancel my order and that I will be contacting Amex to dispute.

My experience with Coleman Furniture (a Renegade Furniture Group), has been nonetheless very long, painful and frustrating.

In conclusion, after cancelling and disputing my order with Coleman (Renegade) for an order I never received and trying to being bullied to pay for furniture or a 25% re-stocking fee that was not to up to manufacturer standards, I was still left without furniture… I had no option but to order from another company.

I hope this will help prevent this from happening to someone and eventually put Coleman out of business. They are criminals!

Review: I purchased a bedroom set from Coleman furniture and I refused the delivery because the furniture was all different colors not a matching set. It was retuned by the Delivery Company. The Delivery man informed me that there was a problem with the furniture when he arrived and suggested I come out to the truck to see what he was talking about the discoloration etc. My husband and I on the spot after seeing the flaws sent the furniture back.. this was November the[redacted].. I have been requesting a refund.. Customer service have been no help.. Keep giving me the run around and keeping me on hold etc. The Manager [redacted] is very very nasty and short tempered. I need help. This company has robbed me out of $7155.00 order# [redacted].Desired Settlement: I just simply want a refund

Business

Response:

Complaint #[redacted]We apologize if [redacted] feels that we have been less than responsive to her. The furniture that she ordered was refused and sent back with the delivery team, and since we were notified, we have been working to confirm the information that she gave us regarding the items not matching. In this case the furniture delivered is as pictured on our website, but we do understand that [redacted] does not wish to accept the order and are processing her return.As of today, we have received the information we need, and have sent her an email so that she confirm the terms and amount of her refund.[redacted]Coleman Furniture

Consumer

Response:

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

They have charged me $2355.43 because the furniture was discolored and they stated I am responsible for a 25% restocking fee along with a delivery charge that was free delivery. Also they are telling me that the Processing department has to approve the refund of $4799.57 before I it will be refunded. I've have been swindled out of money. Please advise.Thank you [redacted]

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

Sincerely,

Business

Response:

[redacted]We sincerely apologize to [redacted] for any confusion - she has already been refunded as we advised. We at Coleman Furniture would never penalize our customer for manufacturing issues. We do understand that [redacted] did not like the finish of the furniture and did our best to refund her promptly. A check is already on its way to her home.Thank You![redacted]Coleman Furniture

Review: On 7/**/13, I purchased furniture from Coleman Furniture online. Coleman listed a 'Sanibel' bed set & matching nightstand for $614.00 with free delivery & no sales tax!

Their website further stated that the bed could either be a twin, full, or queen. Total price $614.00 - free delivery & no sales tax.

I placed my order for a full size bed & matching nightstand and paid for it online. Because I was not able to specify the size of the bed set, I emailed the company AND called them on 7/**/13 to clarify. I did not receive a reply so I called again on 7/**/13. I spoke with a Coleman representative named '[redacted]' who informed me that I cannot have the full size bed set at the advertised price. [redacted] informed me that I would have to pay an additional $75 for the full size bed. I explained that the website offered the full size bed at the advertised price and asked him to honor Coleman's advertisement, but he refused. He then pretended to consult with a manager while I was on hold. When he returned to the phone he told me to either pay the additional $75 or cancel the order.

This is a clear case of bait and switch. Fraudulent advertising is against the law!

Coleman lists BuySafe on their website to assure customers that their business is upstanding and legitimate, and therefore, muddying their name along with their own.

I want the full size Sanibel bed set and matching nightstand for $614 (free delivery & no tax) as advertised on the Coleman Furniture website.

I appreciate any help you can offer me in resolving this issue. Fraudulent advertisement is intolerable and I have every intention of contacting the IC3 if necessary to right this wrong.

I look forward to your prompt reply.Desired Settlement: I want the full size Sanibel bed set and matching nightstand for $614 (free delivery & no tax) as advertised on the Coleman Furniture website.

Business

Response:

Customer placed order online for HOE-2119TW-1-ROOM.

Product has 2 size options with full bed costing 75.00 more than twin. [redacted] advised customer that the standard listing includes the twin bed (as do all of our youth bedroom sets on our website) and the full bed option cost 75.00 more. We clearly explained this to customer the day after order was received by processing department, and gave her the option to upgrade the order to the full size for an additional 75.00 or cancel her order at no charge.

Customer did not want to pay the additional cost and cancelled order. We do apologize for any misunderstanding that customer had, but all of our pricing is clearly stated on our website. Additionally typographical errors do occasionally happen and we are not responsible in those cases - but this did not happen in this case as the pricing given is correct for a twin bed.

Unfortunately, it does not seem like we will be able to please the customer due to the situation.

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:

Coleman's response to my original complaint is not true. There was no misunderstanding on my part. As I stated, their ORIGINAL online advertisement stated a FULL/QUEEN size bed AND matching nightstand for $614.00 - AND PICTURED THE FULL/QUEEN SIZE BEDROOM SET.

NOWHERE in the ad was there an option to select a different size bed and pay a higher price. Additionally, there was NO typographical error- the ad was very clear. (see screenshot from their website from the day I ordered.) Mysteriously, the ad disappeared shortly after I called them to confirm my order for the FULL size bed.

This is clear case of bait and switch- especially when their only solution is for the consumer to pay more or cancel the order.

A reputable company would honor the advertised price. Period.

Sincerely,

Business

Response:

[redacted]

As discussed previously - we clearly mentioned both size options on our website. You can also scroll through hundreds of bedroom sets and beds on our website and you will see that whenever the listing is simply a BED without mentioning size, the listing has options, and the larger sizes cost more money.

Regardless, this customer cancelled her order with us, and she was not charged for the order. Had the order been filled, we would be glad to offer a refund or discount - but the customer has no open order with us, so the most we can do is apologize if there was a lack of clairty. We do the best possible to explain things clear on our website - and in this case apparently there was some confusion, and of that we are sorry.

Wishing you a wonderful weekend!

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 [redacted],

It is interesting to note that I was NOT offered a discount when I ASKED FOR ONE during my 20 minute phone call with the Coleman Representative on the day the order was placed. The ONLY thing that was offered was to cancel the order.

Per Coleman's reply, it is my understanding that even today they are STILL not offering me the advertised price because (conveniently) there is no "pending order".

-[redacted]

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

Sincerely,

Review: On November *, 2015 I took delivery of the Chamberly Alloy Loveseat Sectional sold by COleman Furniture. I ordered from Coleman Furniture believing these policies that they have written on their website:

- "offering a wider selection of QUALITY FURNITURE at the lowest prices available, and by providing you with the QUALITY SERVICE you deserve."

-"Coleman Furniture contracts only professional freight and local delivery companies with years of industry experience to deliver your furniture...orders ship from our warehouses and are INSPECTED for any DAMAGE prior to delivery. This process highly decreases the risk of damage and offers our customer a better shopping experience…"

Upon delivery, I had been told by Coleman that I needed to inspect the couch for any issues and contact Coleman if there was a problem. I did my best to inspect and found there was a pull in the fabric of the right arm facing loveseat. The delivery company took pictures, as did I and immediately called COleman Furniture. The Coleman Furniture representative asked to speak to me and offered compensation if we were to keep it as is and that an agent would be in touch with me about said compensation. It was a pull, I was trying to give them the benefit of the doubt TRUSTING their words as typed above - about quality furniture and quality customer service. After the delivery company left, I immediately uploaded my pictures of the pull to Colemans as requested, that was on November [redacted]. Come November **, I still had not heard from Coleman Furniture, so I called to inquire of the status of the compensation. As a result of my initiating a phone call, I was then provided with service. We were offered a mere $50.00 for keeping as is. I responded to that offer with this email:

"Hello Melissa We feel that the compensation could be a little more considering it would cost Coleman more money to send someone out here to fix it. We as the buyers are taking a risk. Maybe something for Coleman to think about in compensating the buyer. Thank you Lisa"

Coleman then offered us $150.00 and we accepted. 1 Week later I was sitting on the floor by the couch and noticed that the seam around the right arm facing seat cushion was not ever sewn properly and there was a large whole. I immediately called Coleman furniture for assistance. The representative asked me to send pictures and I did so immediately. I did not hear anything from Colemans for over a week, so I sent an email on November **, 2015 (9 days later) to Melissa (the woman who assisted with the previously mentioned issue). I heard nothing. On Monday November ** I called. At this point it was clear that Coleman furniture was not adhering to their policy of QUALITY FURNITURE or QUALITY CUSTOMER SERVICE. During this phone call on November **, I was put on hold 2 times with no advance warning, just shut off. The first agent never came back, the second agent was a manager. They told me this was the first they heard of this issue (I have my sent email dated November **). Because I was trusting Coleman Furniture to actually mean what they said about Quality furniture and Customer Service, I requested that the sectional be returned and I refunded. They firmly stated over and over and over again that their policy, which I agreed to when I purchased, was:" All returns are subject to a 25% restocking fee" and I would have to pay return shipping. This would total $554.00 and I would be refunded $559.00.

This is also stated on their website regarding returns:

"If an item is determined by Coleman Furniture, or the manufacturer, to be free of defect or damage, however, customer is not 100% satisfied with the product and desires to return the order; customer may return the item(s) they purchased from Coleman Furniture by following the steps outlined below:"

My wanting to return the item has NOTHING to do with my furniture being free of defect or damage and I am just not 100% satisfied, my dissatisfaction comes from paying for something brand new that has DEFECT AND DAMAGE and arrived that way.

Coleman Furniture DOES NOT want to adhere to their policy of QUALITY FURNITURE AND QUALITY CUSTOMER SERVICE as they state on their website. They ONLY want to adhere and enforce their policy of 25% restocking fee and return delivery charges. They HAVE NOT kept their covenant, to me the consumer, of QUALITY FURNITURE and QUALITY CUSTOMER SERVICE and I have to be the one to take the hit for that? I had to initiate multiple times and attempts for any assistance with the damage and defects.Desired Settlement: Return of couch and refund for purchase price minus the $150.00 compensation for pull.

Business

Response:

[redacted] Customer contacted us during delivery when having an issue with the furniture. Customer was offered and accepted a $150.00 credit on the order - to keep as is. Later customer wanted to send back furniture - which was not possible once accepting the keep as is offer.We have worked hard to resolve outstanding issues on this order - but we do have limited options, as the credit was processed and agreed upon by 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:

Upon delivery of the couch, there was a pull in the a cushion. This original issue of the pull was settled with an agreement of $150.00 compensation. however a week after delivery of the couch, there was a second issue - a large hole resulting from the seam never being properly sewn at the factory- with the RAF loveseat cushion that is NOT addressed here in their response at all and it was because of this seam hole and their LACK of customer service that I requested the furniture be taken back. I reported this second issue and after 10 days still had not heard one single response from them, as outlined in my original complaint to the Revdex.com. After waiting 10 days and several attempts to contact someone at COlemans, I had to call to receive any service regarding this defect. It is because of this second issue, defective furniture that I filed this complaint. Coleman's Furniture does not address this issue in their response to my Revdex.com complaint that I filed. Their response is incomplete and inaccurate and they are totally disregarding my complaint which is a major defect in the furniture and extremely poor customer service issues.

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

Sincerely,

Review: I purchased a Love Seat and the left armrest had two different colors of leather sewn together. I told Coleman about it and also sent pictures, they told me that this is normal color variation. There is nobody that would want this leather love seat in the living room with two different color leather just on the left arm rest. The product was suppose to be brand new, which I would assume would be the same color all the way around the love seat. The total cost was $1060.00, and to return it they want me to pay $565 and refund me $495. The shipping cost would be $300 and the 25% restocking fee is $265.Desired Settlement: I told them that I was willing to pay for the shipping charges, but should not be charged 25% restocking fee, as not only is the product defective,but they should not restock and sell this product.

Business

Response:

[redacted]As shown in the pictures we've attached, variations in the color and/or grain of leather is completely normal. The love seat that [redacted] has received is in no way defective. If he is unhappy with the furniture and wishes to furniture, we would have no problem in arranging for the return. However the restocking and shipping charges that [redacted] has been advised of do apply.[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 under stand the variation in color, but the issue is on the right side the varaition is consistant but on the left side it is not consistant and had a distinct line right in the middle of the arm rest. where as on the right side, the entire armrest is one color.

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

Business

Response:

[redacted]We are sorry that the customer is unhappy with the appearance of the furniture, but this is not a defect. We sent all information to the manufacturer, and we were advised that with additional time and use, you can expect that the arm will have more of broken-in look which should be of the look that you were expecting. Since there is no actual defect, there is nothing further that we will be able to do regarding this issue.[redacted]Coleman Furniture?