Colfax Furniture

Bought a recliner from Colfax, it broke within the first year, they said they would fix it and never showed up and won't return phone calls.I bought a living room set, including a recliner from Colfax in March of 2013. In February of 2014 the recliner broke. I contacted the company, and spoke with [redacted] from costumer service, I was then told that I would have to talk directly to the repair man they have on staff. His name is [redacted] I was given his number, and after calling for several days straight, no one will return my calls. Colfax has made no effort to fix this, and it is extremely unprofessional to not reply to messages.Desired SettlementReplacement if they will not repair it within the length of time they have stated. Which was within 7-10 days.Business Response The customer purchased a sofa and recliner from our Winston Salem store on 4/20/13 and it was delivered to her home on 4/30/13.Our customer called into Customer Service a little less than a year later on 3/25/14 telling us that she had a issue with the recliner "falling apart" with pieces of wood underneath the recliner on the floor. Since the recliner was within the manufacturer's one year warranty period, we assigned the service order to the repairman who works directly with the factory to handle the repairs. This work order was sent to Mr. [redacted] on 3/25/14 and the customer was told that she would be contacted within 10-14 business days by the repairman to set up a day and time for him to come by her home and inspect / repair her recliner. The customer was contacted by the repairman on 4/15/2014. Colfax will honor the manufacturer's warranty and provide the customer with the repairs authorized by the manufacturer.

We have been given the run around regarding an order we still haven't received since 12/2/2015. we have already paid for it! No one giving answers.We ordered a Colton sofa and ottoman on 12/2/2015 and paid for it. We were told we would receive a gift card as well. The sofa was delivered, however the ottoman has not been received. We were told it would be several weeks before it would arrive. It is now 1/13/2016 and now the sales representative is stating it MAY be several more weeks and MAY be the end of the month but she isn't sure. The gift card hasn't arrived. We were told if we returned the sofa we would have to pay a restocking fee. We were told that since the sofa was already delivered and we paid the delivery fee, we would have to pick up the ottoman ourselves or pay for the delivery fees. NO one is giving us any answers regarding when our product we paid for will arrive. We are very dissatisfied with Colfax furniture and will never purchase from them again and will tell others of our experience. Desired SettlementContact who they need to contact and get our ottoman to us ASAP and deliver the item to our home. Get the gift card we were promised to us as well so we can be done with this company! Was told that a store manager named Rusty was not in and we are waiting on a call from him. Business Response Contact Name and Title: Jessica O[redacted], CS MgrContact Phone: XXX-XXX-XXXXContact Email: [redacted]@colfaxfurniture.netAt the time of purchase, the customer was informed that the matching ottoman for the sofa was a Special Order item. In an effort to keep the best prices in the market, Colfax Furniture places vendor orders only at full capacity truckloads to avoid excessive freight charges that would otherwise be passed to the consumer. The full-capacity truckload requirement has not been met for this vendor therefore a fulfillment date cannot be predicted for the customer. The option to cancel the Special Order for the ottoman and receive a full reimbursement for the ottoman only has been and remains to be offered to the customer. If the customer chooses to wait for the ottoman to arrive, they have been given some misinformation about delivery. We offer all of our delivery customers free delivery on backorders that exceed one month from time of purchase.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This is not what we were told by the sales representative. Had we been notified at the time we ordered both the sofa and the ottoman as they were purchased and paid for at the SAME TIME anything regarding a truck having to be full or that it having to be a back order for this item, we would have made an informed decision if we wanted either before paying for them. We visited the store twice and both times asked the sales representative if the ottoman would be available and she looked in the computer and said yes and even provided a price for the ottoman. She said nothing regarding back ordering or having to wait on a full truck before it would arrive. She indicated the sofa was already on the way as it had already been ordered and the ottoman could be ordered. Our choice was taken away from us with the sales representative failure to provide accurate and honest information regarding ordering the ottoman. Had we known we would have said NO THANK YOU for the entire sale and took our business else where. Final Business Response Colfax apologizes for any misunderstanding of the salesperson's communications but she could only supply the information that she had at that time which was that both items would be on backorder but could be purchased and ordered if desired. At the time of the purchase the sofa was already on order. The ottoman is a not a regular stock item and needed to be special ordered as noted on the sales order. The order will be placed as soon as possible based on our ordering requirements. The customer is welcome to cancel their order for the ottoman by Jan 30th for a full refund of the ottoman purchase or continue to wait for the special ordered item. Once the ottoman arrives, it will be delivered free of a delivery charge.

RUN AWAY!!!!! AS FAST AS YOU CAN!!!! This place is deplorable, Very Rude Staff, Never Answers Your Phone Calls,Gives You The Run Around. Had damage furniture for 2 months called and went to the store manager never available or on lunch break. It wasn't until I had filed a case with Revdex.com & Their Head Office did I get a response. Then they don't do what's advertised as the 90 days same as cash. They take your money and split it up & don't explain where your money goes to. 90 days same as cash is just that. All moneys you put on the account go towards what you purchase and then if you don't complete the 90 days same as cash then you incur the interest. FALSE ADVERTISEMENT! They place a 10 percent interest on top of the 90 days same as cash and refused in the end to give me my money back, the taxes on it (which is illegal), Or Refund. The Managers are as rude as the staff they have working for them. WORST COMPANY EVER!!!","neg-1

This is the email I attempted to send to the store manager Robin W[redacted] Apparently the emails listed on the business card are not true email addressesGood Afternoon Robin,My Name is [redacted]. I attempted to contact you by phone 2/29/16, I was placed on hold for longer than 7 minutes. Because of the experiences my fiance and myself have had, I did not feel anymore of my time should be wasted. With that said, I am contacting you w/ the hope of some sort of resolution.My fiance [redacted] and I came to Colfax furniture in search of a bedroom SET. That info was provided to your sales associate named Phillip when he greeted us walking in. Phillip showed us the set that viewed online that was on display, the SALSA is what it is listed as on our receipt. We were extremely clear in stating we wanted the ENTIRE set and asked more than once what was included in our purchase. We were told that we were purchasing all pieces of the bed, dresser w/ mirror, chest and night stand. We also purchased a mattress and box spring or foundation as I was advised when I called to check if it was in the store. Our mattress and box spring were on back order and no one called to advise that it had arrived.My fiance [redacted] inquired about financing and the first discrepancy was that your sales associate Phillip stated to us (SEVERAL TIMES) that once approved for financing we would have the option to set the amount we wanted to pay each month. Again he told us this SEVERAL times. It was not until my fiance was signing the final documents that we were advised that we did NOT have the option to set the amount, [redacted] would send us info advising of our payment amount each month. I then asked what if the amount to pay is more than we can afford? The young lady that works at the front desk then advised of no returns and Briefly explained that most like the payments would be divided equally per month. I decided I would not express the fact that we were blatantly lied to because it could have been a mistake in your associates training or he may have been confused. As long as it worked in our favor I would let that go.During the purchasing process we were told that we still did not meet the $2000 mark for interest free financing, so we would need to pick out something else to meet $2000. We chose a cushioned storage bench that was on sale.We came to pick up our purchase 2/24/16. When they brought out the furniture, I reviewed and noticed we did not have the chest dresser or night stand. I spoke w/ the same girl at the front desk. She asked if our order was reviewed w/ us. She stated that was usually when people noticed discrepancies in their orders. I advised our order was not reviewed and if there are cameras in the store they should be checked to prove this.The girl at the front desk advised that I should contact you. We would appreciate the opportunity to discuss this situation further and come to a resolution, otherwise I will have to contact the Revdex.com to discuss other options.Product_Or_Service: Bedroom furnitureOrder_Number: XXXXXXXXXXDesired SettlementI believe that we should at least be able to to purchase the pieces of the set that we did not receive for st least half of the prices listed, original or sales price.Business Response Contact Name and Title: Robin W[redacted] Contact Phone: [redacted]Contact Email: [redacted]@colfaxfurniture.netMrs. [redacted] did not make a purchase with Colfax Furniture. The sales contract is between [redacted] and Colfax Furniture. Mr. [redacted] signed the sales contract which identifies which pieces of furniture that he bought and a copy is given to the customer. His paperwork clearly states the items that he purchased. Mr. [redacted] also approved the amount that he was financing and signed the paperwork. Upon departure Mr. [redacted] was given all information regarding financing as well as the contact information for [redacted], but at no time was there any mention of confusion on financing terms or his selection of furniture that he financed.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not except this response because as previously explained, we were not given the opportunity to review and confirm what was purchased OR provided the correct information.The information that was provided was FALSE and never discussed. Final Business Response From: Robin W[redacted] Sent: Saturday, March 12, 2016 10:58 AMTo: [redacted]@greensboro.Revdex.com.orgSubject: FW: Revdex.com Complaint Case# [redacted] (Ref#29-1494-[redacted]-8-3100)I could not locate a way to scan in all the information. You will find attached the financing agreement which was signed by [redacted]. Again, this contract is between [redacted] and Colfax. [redacted] is not on any paperwork or signed any paperwork. You will also see the sales order which [redacted] signed and agreed to his purchase as well as where Mr. [redacted] signed for picking up and the waiver for refusal of inspection. According to the sales order and his signature Mr. [redacted] agreed to the purchase of the Salsa bedroom group including the dresser and mirror. Mr. [redacted] also purchased a storage bench and a mirror. The sales order was reviewed with Mr. [redacted] before he signed. Again, I would like to say Mrs. [redacted] has no claim to Colfax Furniture, the financing terms or what was purchased. This entire process was handled between Mr. [redacted] and Colfax Furniture.Please see all attached paperwork with signature from Mr. [redacted]. Should you need any further information please do not hesitate to contact me.Regards,Robin W[redacted]Store ManagerColfax Furniture and Mattress of Winston Salem[redacted]

Went to store 10/17/15 found a rug. Price changed 3 times in 10 minutes. I went to store on 10/17/15 found a rug to purchase the salesman Shawn was helping me. I wanted the rug, he told me it was probably $128. I ask him to check to see if he had a new one in stock as that one was laid out on the sales floor. He said that was the only one left. I told him to price it for me. He wrote a ticket on it and came back and said it was $48. He then sent me to check out counter while he entered into computer, he had a problem with entering the numbers and had a manager come to help. She was able to get it entered and he then told me he was sorry it was $168. I looked for another rug that was not laid out on sales floor but that was the color and plushness I wanted. I asked Shawn to come down on price he said no go to Home Goods store or Tuesday Morning.Desired SettlementI want the rug for $48 as the price I was quoted and the ticket was wrote for. Business Response Contact Name and Title: Terry L[redacted] CSContact Phone: XXX-XXX-XXXXContact Email: [redacted]@COLFAXFURNITURE.NETWhile in our Greensboro location this customer did come in and find a rug on the floor that she liked. There was not a price tag attached, but similar to other rugs that had a price tag of $128.00. Shawn found an inventory tag attached to the back of the rug. Shawn used his "salesman worksheet note pad" to write information from this inventory tag, to enter into a computer for inventory/pricing only. Shawn went to the computer and returned to the customer with a price of $48.00, because he had written the wrong item number down. Shawn then sent the customer to the cashier area, while he was entering the sales order/ticket and make available for the cashier to process for payment. While entering the sales order/ticket, Shawn found his error in looking up this item. He called the store manager, Ellen H[redacted], over to the computer for help. She confirmed his error in writing down the item number, and the correct inventory/price of $168.00. Ellen explained with Shawn to customer the price of the correct item.

Cannot get any help with repair, replacement or refund of furniture that was under warranty.We purchased the living room furniture on 2/10/13. The furniture starting having little issues within a couple of months of purchase but we overlooked these problems. Within a year we had major issues. We reported the problems on 2/10/14. Since then we have totally got the run around! One person says call this person,then that person says call this person. In the end most will not return calls and no one really acts like they care! After this major ordeal and over two months later we still have messed up furniture and are no closer to closure than we were two months ago! We have asked for a head manager's phone number and have been told there is nobody that I can get in touch with. I am so disappointed with Colfax! We came here thinking we would get well made furniture and good service. We have definitely not had either! We will never do business with Colfax again nor will we recommend anyone else to them!!! All we want is our furniture to be replaced or refunded and to not spend any more time on the phone dealing with this mess! My sales order # is XXXXXXXXXX model #s XXXXXXXXXX XXXXXXXXXX XXXXXXXXXX We paid $1265.58 plus tax for the furniture that has the problemsDesired SettlementWe just want the furniture replaced or refunded.Business Response Our customer purchased on 2/15/2013 a two piece sectional that included a [redacted] Chaise and a [redacted] sofa on ticket # XXXXXXXXXX. The customer contacted Colfax on 2/15/2014 and said that she had an issue with the LAF sofa. Her issue was that a board had broken and wood was visible thru the fabric. Colfax assigned the service order to the repairman that works directly with the factory on warranty issues. The customer was contacted by the repairman and parts were ordered from the overseas manufacturer. The parts were shipped and arrived 4/10/2014 for the repairman to schedule the customer's repair.Colfax has a no refund, return or exchange policy for all items purchased from our stores. However, Colfax will honor the manufacturer's one year warranty and repairs will be made according to the manufacturer's specifications.

The furniture I purchased was not the furniture that was delivered to me. It was ripped and torn when it they delivered it.Purchased a living room suite for $2,015 plus tax of 136.01 (already paid) financed through [redacted] MACXXXXX-XXX, [redacted] Des Moines, Iowa XXXXX. Sales Order#XXXXXXXXXX Dated August 19, 2015I'm writing to let you know that I will be taking action against Colfax Furniture for fraud and purposefully deceiving me on a purchase I just made on August 19, 2015. I have bought SEVERAL items over the years at Colfax here in Winston Salem and NEVER have I gone through a trial such as this. I have unacceptable furniture, my name was forged on a document called "Inspection of Floor Sample as is item, but my intentions were to get the furniture that I was shown and not what was delivered to me. The furniture I and my friend ([redacted] looked at on the showroom floor was in excellent condition, with the exception of a 'spot' that was some kind of sticky paper that came right off. There were no rips or tears. All three of us sat on every piece of the suite and nothing was damaged. We spoke with the salesman, Philip C[redacted], for a very lengthy time. Then,after I had made up my mind to purchase it, he told me I had to spend an extra $100 in order to qualify for the two year 0% financing. He did not mention this while we were discussing the pricing. The furniture arrived at my house with several rips and tears. I was told that a stock boy by the name of Kenny C[redacted] pointed out the damages to the delivery men and then handed them the forged 'as is' document. I can prove that is not my signature nor my execution of the written date. The manager, Robin W[redacted], at Colfax has not been very cooperative on this issue. I am taking action with [redacted] as well as I do not intend on paying for anything that is unacceptable. I told them when they delivered it that I did not want it in that condition, and that is when the delivery driver handed me the forged 'as is' document. I called the store and talked with both Philip and Robin and was told that the delivery company could not bring it back. I called your customer care line and asked to talk to a Regional Manager only to be told that they were 'too busy' and that was what the customer care line was for. As for the trucking company, the salesman, Philip C[redacted], highly recommended them and as a matter of fact he is the one that called the owner and got a price and delivery schedule as we were sitting ON the furniture. Of course, now Colfax is maliciously maligning the delivery company that they had so highly recommended, for the damage. The delivery men took pictures of the furniture and I will be forwarding them with a letter to [redacted] as well. I most certainly intend on reporting this transaction to the Revdex.com in Northwest North Carolina as well. If you bother to check my track record, I have excellent credit and pay my bills as a responsible adult should do and I refuse to let Colfax Furniture be the cause of a bad mark on my credit. I looked up the CEO - Mandy J[redacted], but of course, there was nothing on any page on how to contact her directly or I certainly would. I will keep looking. In the meantime your company has now been put on notice. Should anyone reading this actually care about this issue, please contact me for further discussion on how to resolve this issue to everyone's satisfaction.Desired SettlementI want a refund of the tax of $136.01 that I already paid and I want them to take the furniture back and rescind the sales order which will nullify my contract with [redacted]Business Response Contact Name and Title: Jan L[redacted]-Operations MgrContact Phone: XXX-XXX-XXXXContact Email: [redacted]@colfaxfurniture.netAll furniture has been returned by customer and she has received a full refund.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)