Smitty's Restaurants

*** This gentleman purchased an item that has an antique oak finish. As such there are intentional markings on the item to give the illusion of an antique item. During delivery there was a chip that was noted that is not part of the intentional antique lookA technician was sent to address the chip and customer wanted the technician to address multiple issues that were intentionally created by the manufacturer. We advised the customer that we would not be able to modify the item from the manufactures intentions and the customer was not happy with that and insisted we clear up all the intentional antique marks such as knots in the wood and such.We also advised customer that items do not come straight to them from the manufacturer, instead they are inspected at the delivery company which is why they are not in the original packaging when the item is received at their home. Assembly instructions were not provided to the customer at time of delivery as he did not ask for them. The delivery team completely assembled the item for the customer in the room of his choice.However, to respond to his list:A) Coleman Furniture did not argue with the technician as he was on site. The technician will do any work that he is assigned to do. A technician will even modify an item from its original form and from manufacturer specifications if requested. Customer and technician were advised that Coleman Furniture would not authorize the customer to modify the item form the form that the manufacturer intended it to be. When technician was advised of this he was able to complete the job he was contracted to do which was to address the only damage on the table.B) Customer has all of his order information which indicates that the item he received is manufactured by Furniture of America.C) Customers are advised per our website and the terms and conditions that they agree to at the time they place their order that their items are shipped from the manufacturer to a local delivery company and that at that time they are completely inspected which means they are removed from their original packing Packaging material is removed during the inspection process and would not be provided to the customer - this was also explained to the customer in detail. That is the nature of White Glove Delivery and a service we provide to our customers. The delivery team assemble the furniture and if the customer requests assembly instructions we would provide them but it was never requested.D) At time of delivery customer was advised that once we received his pictures we would review them and advise how we would proceed. Customer never indicated a desire to return his item E) The only delay in setting up the technician was contracting with a certified technician in the customers area.F) The item is listed on the website as an Antique item and as previously explained to the customer that is the look of the item. Item is clearly displayed on the website.G) AS explained previously our White Glove Delivery process would preclude the customer receiving packing info. C) Customers are advised per our website and the terms and conditions that they agree to at the time they place their order that their items are shipped from the manufacturer to a local delivery company and that at that time they are completely inspected which means they are removed from their original packing Packaging material is removed during the inspection process and would not be provided to the customer - this was also explained to the customer in detail. That is the nature of White Glove Delivery and a service we provide to our customers. The delivery team assemble the furniture and if the customer requests assembly instructions we would provide them but it was never requested.D) At time of delivery customer was advised that once we received his pictures we would review them and advise how we would proceed. Customer never indicated a desire to return his item E) The only delay in setting up the technician was contracting with a certified technician in the customers area.F) The item is listed on the website as an Antique item and as previously explained to the customer that is the look of the item. Item is clearly displayed on the website.G) AS explained previously our White Glove Delivery process would preclude the customer receiving packing info

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I feel th something shoud be done as far as keeping merchandise on hand up datedalso be in contact with clients if any snafu's arise such as discontiued parts of a set No fun sleeping on a mattress on the floor for almost a month
Sincerely,
*** ***

***Coleman Furniture has advised our processing department to refund the customer and she will see the refund in her account within 5-business days. We have also sent her a copy of the refund receipt. We have resolved this issue for the customer.Sharon M***Coleman Furniture

***Coleman Furniture is able to successfully deliver the customers order to them. Yes, the customer was refunded as they did in fact refuse delivery. We were able to deliver of the items and and the last remaining piece would be delivered to her at her convenience.We attempted multiple times to advise the customer of the ETA for the last remaining item and she would advised us that she had initiated a dispute with her credit card and did not want the order and would not accept delivery.Even though the order was cancelled and the customer refunded minus the cancellation fees as per our terms and conditions we advised we could void her cancellation and deliver her items and customer refused.Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The drop down drawers are still broken and don't work as designed and they falsely described their product in their advertisementWe have contacted them multiple times and told them we were not satisfied so I am unsure why they are saying that they resolved the problemIn addition we have tried multiple times to give their product a bad review on their site however their site will not post itThis just shows you how deceptive they arePlease note I tried uploading pictures but your site couldn't process them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture spoke to the customer on 12/**/17 to confirm they received the parts that were delivered to customer home on 12/*/The customer had advised that they had not received any partsColeman Furniture advised the customer that the parts would be ordered againUpon receipt of the legs, the technician would be sent out to the home to install the necessary parts.Sharon M***Coleman Furniture

***This customer received her delivery and has advised of problems with her foot-board. The foot-board was returned to the hub and restored. The delivery company delivered to the customer and advised us that the item was delivered with no problems. Customer however advised
that she contacted us at time if delivery and advised us of issue and noted on the delivery sheet that there were issues. On the delivery BOL there are issues clearly noted on it, so we are limited on being able to go back to the delivery partner.We will be sending the needed parts to the customers home to resolve the issue and that when the parts arrive we will send a technician to properly install themWe will cover these costs for the customer.Please confirm - and we will make the arrangements for this. Sharon M***Coleman Furniture

***Coleman Furniture understands the customer is upset and frustrated in regards to their order. Due to the nature of Furniture we never promise customers a guaranteed delivery date when placing their orders. That being said, the customers order is currently at the local delivery company and is able to be delivered to them. The customer has advised they want to cancel their order instead of accepting delivery and as such there would be fees that are associated with the cancellation. Coleman Furniture will work with the customer to get their item deliveredSharon M***Coleman Furniture

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I called multiple times in various days and times via the number and via direct number to Felice C***.I still don't have a clear date of when the rest of the rom set ( the ones that are not damaged) can be delivered.Business is yet to set clear expectations as to when the order will be fulfilled
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The Director of Operations (Felize C***) at Coleman furniture responded to an email of mine on April **, explicitly saying ,"The rails will be able to ship from the manufacturer on April ***, Once they arrive at the delivery hubYou will be contacted to schedule a delivery". I will not believe a word this company puts fourth until this issue is resolved in timely manner and stop getting the runaround.Sincerely, *** ***
Sincerely,
*** ***

***This customer purchased a Saddlebrook Antique White Cocktail Table. The description of the item states that it is "Crafted with Poplar/Pine Solids with wood products. As it states wood products the item is not advertised as solid wood. The item is as advertised.
If a customer chooses to return their item there are restocking fees that are assessed that the customer agreed to at the time they placed their order in our terms and conditions. As a courtesy we would offer the customer a $discount as the item is as described. Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Basically, Coleman furniture would keep refusing to replaced the furniture I am very dissatisfied with the product and customer serviceThey delivered furniture with carved damaged to my home, they are refusing to replace the furniture, at this point, is worthless to keep trying to reason with them.Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture understands the customers frustration and is working diligently to get the issue with their order resolved and delivered t them. Upon inspection of the customers item it was found to not be at 100% manufacturer standards. A part was ordered from the manufacturer
to completely restore the item. That part has arrived and a certified technician is scheduled to install the part. Once thee part is installed th customer will be immediately called to schedule their delivery.As a courtesy for the frustration the customer has expressed we will be purchasing the Additional Protection Plan for the customers order.Sharon M***Coleman Furniture

***Coleman Furniture regrets the issue that has transpired with this customerOn 8/**/the customer placed an order for a chair and a half on his own vs speaking with a sales agent for further assistance and guidanceOn 10/*/the customer proceeded to place an order for the coordinating
ottoman on his own vs speaking with a sales agent for further assistance and guidance. On 10/*/the customer was advised the the ottoman had been discontinuedOn 10/**/the customer called Coleman Furniture and attempted to return the chair and half due to the ottoman being discontinuedWith the day return policy having passed for the chair and a half, Coleman Furniture is not able to accept the return of the chair and a half.Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
its been more than two months back and forth phone calls and e-mails the issue is not resolved, what I want is not only phone call and e-mail but resolved the issue, they ask ok now give this info oh ok now give that info, but again the issue is not resolved and I am sitting on the damage sofa and used broken curio lock which I paid for the new one not the broken one, thanks
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

***Coleman Furniture would like to help address the issues that the customer has brought to our attentionColeman Furniture has offered to source and schedule a technician to resolve the issues the customer has expressedThe Jayron sectional has the cushion backs and arms that are 100%
leather, the remainder of the sectional is comprised of a combination of polyester and pvcPlease note, this description is clearly indicated via the Coleman Furniture siteIf the customer decides to allow Coleman Furniture to source a technician, we will be happy to proceed with ordering the necessary parts and scheduling the technician. Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is frustrated in regards to the delay in receiving their order. The replacement item we ordered for the customer has arrived and is undergoing the inspection process. We have made this order a top priority and the local delivery
company has been advised to schedule delivery as soon as possible. The customer will be called this week to schedule delivery.Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is upset. However, our website clearly states the measurements for the item in questionIt clearly states the individual measurements for each piece of the sectional so the customer has the ability to ensure the item will fit into the
home. Our website also states to measure the entry way for the item. As the item was not able to fir into the customers home, the item was refunded minus fees and those fees are valid.Sharon M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Again, the fault is at the hand of Coleman Furniture's delivery hubThey did not fulfill their obligation in setting up the furniture that was damaged (unknowingly to us)Coleman should take responsibility for the people or subs that they hireI paid for the white glove delivery that was supposed to be there within 2-weeksAgain, beating a dead horse hereThe product was sent to multiple hubs before making its way to my house (weeks after the order)The drivers showed up hours late from the scheduled delivery timeThe customer service from Coleman is nonexistentThey are not honoring their warranty or guarantees they have stated onlineThey falsely advertise and DO NOT back the product they sell even when the product shows up damaged by THEM. Since it is obvious that they will not do the right thing,I would like a copy of my delivery paperwork that I signed stating that the product was left in box and not inspected at delivery as I was advised to write on the paperwork by their menFrom there I will take it up with the manufacturer of the bench in hopes that they honor their warranty since it is clear that Coleman is a dishonest company Thank you,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture has worked diligently towards addressing and resolving this matter with an outcome that was mutually agreed upon between Coleman Furniture and the customerThe customer clearly accepted the applicable return fees that was proposed to themOutlined below is the email transaction that took place between Coleman Furniture and the customerOnce the terms were accepted by the customer the refund was processed for the agreed upon amount. Sharon M***Coleman Furniture
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