Coleman Furniture

Review: We ordered a couch and chair from Coleman Furniture on August [redacted]. We were told in an e-mail that the items would likely ship in 2-4 weeks.

After about three weeks, we called to check on the order, and were told that it was delayed and that it would ship out at the end of September. At the end of September we called again, having heard nothing, and were told that it would be shipping out soon, in a few days. We began calling every week after that and this line that it would be shipping out in a few days was repeated (and of course, the office was closed frequently).

Finally, the order shipped out October [redacted], a full two months after the initial order. But that doesn't mean we got it. We didn't hear anything further about delivery, so we called at the end of the week to find out when we could expect delivery only to find out the chair had been broken. So we told them we wanted a split delivery and they said they would be able to do this and we should hear from the delivery company.

Still, nothing. I called back in the last week of October, twice, and told them I wanted a split delivery and they agreed and got the delivery company to call me. Even the delivery was delayed by three days and we finally got the couch November [redacted].

Still, no chair, even though they said last week it would be shipping out this week. I called today (11/*) asking when the chair would be coming and they said that they just requested a replacement yesterday and it would not be arriving for another 2-3 weeks.

It's difficult for me to believe that it will be arriving within that time frame and this whole months-long process won't repeat. I just want the rest of what I ordered and have been charged for. Furthermore, Coleman has made absolutely no attempt to contact us about any of these changes or problems. We have received two automated e-mails and every other contact has been us to them. While the company claims these kind of delays are not part of their business practice, the fact that they haven't made any attempt to keep us in the loop or proactively apologize for these delays makes me think otherwise.Desired Settlement: I just want my furniture, as soon as possible, since it's already months overdue.

Business

Response:

[redacted] On 8/**/15 [redacted] ordered a sofa and a chair with one of our sales agents.. On 8/**/15 the order was placed with the manufacturer. Om 8/**/15 the customer was advised via phone that the merchandise would have an estimated time of arrival of 3 weeks. On 9/**/15 the customer was advised that the estimated time of arrival was still mid September. On 9/**/15 the customer was advised via email that the furniture was estimated to ship from the manufacturer at the end of the week. On 10/*/15 a customer care agent from Renegade Furniture Group spoke with the customer to advise that the product was now shipping. On 10/**/15 the credit card that was provided by the customer for payment was declined and a new credit card was provided. On 10/**/15 the customer was emailed that the order was en route to the local delivery hub. On 10/**/15 the order was received at the delivery hub where it was determined that the chair was damaged and deemed not deliverable at that time. On 10/**/15 a repair was approved for the delivery hub to bring the chair back to 100 % manufacturer standards. On 10/**/15 the customer was informed of the damage to the chair and advised that Renegade Furniture Group would like to still deliver the sofa. On 10/**/15 the delivery hub attempted to call the customer several times to schedule the delivery, unfortunately the number that was provided was not a working number. An alternative number was provided by the customer. On 11/*/15 the delivery of the sofa was made to the customer. On 11/*/15 a new chair was ordered directly from the manufacturer due to the original chair deemed not restorable. On 11/*/15 the customer was provided with the estimated time of arrival of 2 weeks to ship from the manufacturer. During this call the customer expressed his concern as to to how long it was going to take to get the new chair. On 11/**/15 the customer called asking for an update on the chair shipping out, and he was provided with the estimated time of arrival of 2 weeks. Renegade Furniture Group recognizes the customer's frustration with the original chair coming in damaged. After it was deemed not restorable a new one was immediately ordered from the manufacturer. Sharon M[redacted]Coleman Furniture

Review: An order was placed with Coleman Furniture (CF) online on July *, 2015 in the amount of $1,999.00 for a [redacted], which typically retails for about $2,150 ([redacted]). I was not provided an estimated delivery date - the first red flag.

On July [redacted] I received an email to review the item and my purchase experience. I called customer service to inform them the item wasn't even received yet, and asked to know specifics. They were unsure of items whereabouts. The next day I received an email stating: my item is enroute from the manufacturer to the delivery company for inspection, this would take one week and to expect a call for delivery date arrangements at that time (roughly the end of July).

I never received a call so I called back. They were unable to tell me the whereabouts of the item again. I spoke to several representatives and got different stories from each. Starting to suspect I was being misled as no one could tell me an approximate date for the item to be delivered to me or where the item even was.

On Aug * I got an email stating "[redacted]".

Again I never received a call from the delivery company or from CF - red flag number 2 that something was wrong.

I called back several more times in the weeks to follow with no resolution and no estimate on a delivery time.

On Aug ** I received a blank email from Coleman stating Order Routing. With no additional information.

I called and was told they would call me back and they never did. On Sept * I received an email requesting customer feedback on the item, which was strange since the item had not been delivered. Now it was 2 months since my order was placed and I had yet to hear of a delivery date so I decided to call and request to speak to supervisors.

On Sept [redacted], after a lot of calls to reach someone who could really help me, I finally spoke to a representative who told me my item was in a "warehouse" being repaired for damages. It had been there since Aug [redacted], for a month now! I asked why no one told me this before and he had no answer. He could not tell me specifics and could not tell me an estimated delivery timeframe. Based on this alarming information, their history of shady customer service, the excessive delay, and the notice of damages - I requested to cancel the order, everything was pointing to a bad business transaction now.

He said I could cancel but would not receive a full refund. 25% would be deducted as a "restock" fee ($500). I argued this wasn't fair and I didn't want a damaged item and I didn't want to wait any longer for my item. That the fee was excessive and they had my $1,999 for 2 months now with no promise of providing me with my goods.

I went to a supervisor immediately. I received a blatant lie. She said the item was most likely just missing parts. She acted shocked that I knew it was damaged. She would see what she could do about getting the item delivered once it was fixed - all red flags.

That same day (Sept *), another rep emailed us to schedule delivery. The earliest the item could arrive was Sept **, 2 weeks away and putting the delivery 10 weeks past my order date.

She confirmed the item had been in the warehouse for repairs for a month now. I explained my concerns and problems with receiving a "damaged" item. She said not to worry the damage was "not noticeable" and I had 2 options 1) to accept the "fixed" item or to 2) return it and have $500 deducted from my return.

Having little fair choice I agreed to the delivery date of Sept **.

The item arrived in parts and was to be assembled by the delivery team. The first piece they brought in was visibly damaged. There was a 7 inch dent along one side, the back bowed out slightly, and the bottom looked as if it had been re-glued together.

Myself and the assembly team took photos for our individual records.

We all agreed to not bring anymore parts in and to return the item to CF. I filled out the necessary forms to document a return of damaged goods.

I contacted a Coleman supervisor right away for a full refund, since their attempt to "repair" the damaged item had failed and finding it very unfair that I should pay for their mistakes any longer.

She told me again (verbally and via email) even though the item was damaged she would only give me a partial refund and charge the restock fee of 25%. This was their policy regardless if the item was damaged.

She did say they would take the item and put it back in the warehouse and attempt repairs again. She could not provide with a finish time or future delivery time. This "practice" seemed unethical and unfair. To threaten to keep $500 of my money or to force my hand to accept another delay and damaged or "repaired" item.

Both the options are unacceptable customer service. I assert their business practices fraudulent and misleading.

I believe they are purchasing damaged items from manufactures and a discounted price and trying to "repair" them in their warehouse and resale them as "new". (hence the long delay in a delivery and their confusing wording in their terms and conditions). CF is deliberately vague on delivery schedules and misleading on answering any questions when you call customer service. Again I believe this company is acting fraudulently. Their terms and conditions are worded to confuse the average consumer, and are hidden on the very bottom of their webpage.

We sent the item back and requested a full refund based on

1) The item arrived damaged

2) We gave them one chance to do repairs already

3) It has been 10 weeks for the damaged item to arrive, who knows how long it will take to get a replacement or if it will come damaged again.

4) They are an unethical company with misleading and confusing business practices, meant to trick the average consumer,

5) Their customer service is very poor, the company cannot be trusted and they flat out lie.

I believe my evidence supports that this company receives damaged goods at a very discounted price and "repairs" them in an attempt to sell them at a much higher cost.

CF has horrible reviews online, and most people say the same thing, this company is operating in a way to trick the consumer, to tie up the consumers money, and to trap them into accepting semi-repaired goods or incur a 25% restock fee. The 25% restock fee is thus used as a threat.

Please consider my assertions here. I am acting in good faith, and would just like my money back for a misrepresented item that I have been waiting for over 10 weeks now. I just moved to this area from a military relocation and have no furniture, I cannot wait longer and this company is not trustworthy.

I have done everything I can to allow them the chance to rectify the situation properly and even though their repairs failed, they will not issue me a full refund.Desired Settlement: Full refund only. No charge of a restock fee since the item is damaged, and one repair was already attempted leading to an excessive delay in the item being delivered. No attempts at additional repairs. No offers to resend a "new" item.

Business

Response:

[redacted],We have refunded customer in full for this order. This should resolve all open 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 been resolved, HOWEVER:

After my complaint was filed with the Revdex.com and after unrelenting persistence on my part a Coleman representative agreed to the full refund, thus resolving MY issue with this transaction.That said, I strongly recommend the Revdex.com investigate the business practices of this company. Their terms and conditions and "fine print" are very hidden and ambiguous so when a purchase is made, all included clauses trap the consumer into essentially purchasing a damaged item without the chance of a full refund, no matter the damage, no matter the shipping time or shipping delays. I was nearly 3 months with still no item and no estimated shipping date. It is my belief that Coleman purchases damaged items at a significantly reduced price, attempts to "repair" them, hikes up the price, and markets them as new and undamaged to the consumer. This in itself is fraud.The there is a delay in shipping because the items sit in a warehouse while repairs are being made. None of this is made clear to the consumer, and every attempt at trying to locate your item is covered in lies by their representatives.Reputable furniture companies stand behind the products they sale, and if they are damaged, usually the consumer does not pay for that product. I was lied to many times by Coleman furniture representatives. Their deception was debunked only when a representative mistakenly informed me my item was damaged and in a warehouse for repair, otherwise I would not have known I was essentially getting damaged goods with "hidden" repairs. I strongly believe consumers need to be aware of the unethical and misleading methods Coleman uses to trap a consumer into a purchase they will not get for months.THEREFORE I AM URGING THE Revdex.com TO LOOK AT REVIEWS OF THIS COMPANY ONLINE, THERE ARE MANY MANY ALLEGATIONS OF FRAUD AND DECEITFUL BUSINESS PRACTICES.

Thank you for your time on this, please let me know if something can be done. My item was 2,000 and I was prepared to file in small claims against Coleman.

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

Sincerely,

Review: A few months ago, I ran into an issue with regard to some [redacted] Furniture products. I have reached out to the retailer as well as lower levels of management at [redacted] Furniture, but cannot reach a resolution. I have also attempted to obtain assistance through the [redacted] Furniture Customer Support website. As of today, it has been three weeks since I have contacted them and I have yet to receive any response. At this point, I feel it needs to be brought to senior attention.

On June **, 2014, my wife and I purchased the a brown leather couch and loveseat from Coleman Furniture, aka Renegade Furniture Group. Each of these items were made from leather. Several months ago, the leather on both pieces began to “rub” off in several areas revealing a pink-colored material underneath. When I contacted the store, I was told that the issue was "normal wear and tear it is within limits”, and as result, would not be covered under the [redacted] Furniture manufacturer's warranty.

After several weeks, and many emails and discussions with the retailer, I was informed that they decided to cover my issue. At first I was pleased; however, upon reading the details of the message I found the following statement, “As a courtesy to our customers Coleman Furniture will be covering the costs of both the replacement parts as well as for shipping. It is the customer’s responsibility to hire a medic to install the replacement parts”. As I read on, I also found that the manufacturer only approved a repair allowance for up to $200 and I would have to pay for the repair and wait to be reimbursed. When I inquired about this, I was told the manufacture would send replacement leather and I would have to have it reupholstered by a local furniture repair center. I disagreed with this for several reasons but I contacted a repair company and upon their inspection received a repair estimate of $1,300. I am not willing to pay $1,300 for this repair and then wait to be reimbursed $200, especially since this exceeds the cost of a new couch or loveseat. When I provided the estimate back to Coleman Furniture, they told me to find another repair center and get another quote. I do not believe I should have to waste any more time on this issue.

Quite honestly, I believe that their willingness to send “replacement leather” and a repair allowance acknowledges that the leather material is defective. Additionally, if I were to go through with the repair, once the furniture is reupholstered, I will no longer have [redacted] Furniture as it will be significantly altered by the repair center and there is no way to vouch for the quality or reliability of the furniture after it is repaired. I should not have to reupholster it this soon after the purchase. Additionally, when I contacted them it was still within the confines of the one-year manufacturer’s warranty so I should not have to pay for anything to be done. At this point, I am 100% unsatisfied with the furniture and would much rather have my money refunded or the pieces replaced it with something entirely different. I will certainly not purchase anything from Coleman Furniture again.Desired Settlement: As a result of the issues I have had with this company and their overall unresponsiveness I want a refund on these products so I can purchase a couch and loveseat from somewhere else. I have no confidence in Coleman Furniture's customer service or the products they sell.

Business

Response:

[redacted]Order was delivered to customer in perfect condition. In regard to the manufacturer's warranty that we have received - we are working with the customer to get it resolved.We have advised customer that we will send replacement leather via the warranty program and that he has an allotted repair allowance of $200.00. This is costs that we will be covering - even though the local [redacted] reps have studied the photos and determined that the issues with the leather stem from normal wear and tear.Re-upholstering the items will not mean they are not [redacted] items as the replacement leather is shipping from [redacted] and will be installed by a certified tech.This is the most that we can offer on this case.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 do not believe or feel the retailer is attempting to work with me to resolve this. First of all, the condition of the furniture at the time of delivery is irrelevant, as I am not disputing the condition at that time. My issue is the condition of the furniture after only having it for a few months. The items I purchased should have been able to last 12 months, let alone 7, without showing significant signs of wear. Had I known how the furniture would have looked after only a few months, I absolutely would not have purchased it. Additionally, the repair allowance doesn't even begin to cover the cost of repair. Essentially, they are forcing me to pay for the repair at the local cost of $1300, as determined by an independent estimate, in order to get reimbursed a measly $200. Spending $1300 to get $200 back does not make any sense, especially when the replacement leather they have offered to send will likely result in the same issue in a similar time frame. I already paid full price for this furniture, I shouldhave to pay for it again! What Coleman Furniture has done is made an “offer” so low, that it would be economically irresponsible for me to accept it. This is not attempting to work with a customer. Quite frankly, this more closely resembles a [redacted] financial scheme where if I only pay, they promise to make it worth my while. In this case, I might end up witha couch that’s fixed (for time being anyway), but ultimately I’ll be left feeling stupid and full of regret, as well as with an empty back account… Sincerely, - [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: I accept the $300 offer from Coleman Furniture. This resolution is satisfactory to me and, upon receipt of the funds, the matter will been resolved. Sincerely, [redacted]

Business

Response:

[redacted]A check from our NY office will be mailed today to the customer's home in the amount of $300.00. This will close out outstanding issues. Once again, we apologize for the issues on this order, and we are pleased that we were able to come to a resolution on this.Sharon M[redacted]Coleman Furniture