Smitty's Restaurants

***Coleman Furniture is committed to satisfying our customers. Customer received delivery on 7/**/16. At that time the customer signed her delivery paperwork indicating that they did not want their items set up. Coleman Furniture was not advised of any issues with the driver
or the drivers helper at that time. Customer contacted us on August *, and advised that their items were not set up and advised of the situation she stated in her complaint regarding the driver and helper Our delivery partners do contract with independent helpers when a staffing issue arises, however, it is through a reputable company as happened in this instance We have offered to have the delivery company send a different driver team out to the customers home to complete the assembly. Customer has declined this offer. We do not charge customers an additional amount for the free home delivery and sand therefore would not be refunding the customer.Sharon M***Coleman Furniture

***This customer received her order and noted that there were small areas that had a nick on them and needed to be addressed. We advised the customer that we would send replacement material and have a technician go to the customers home to replace the damaged area. Customer agreed
but had areas that she stated needed to be addressed. Even though these issues were not noted during delivery we advised the customer we would be sending leather for those areas as well. We sent a technician to the customers home and all the issues were addressed. The customer is not happy with the way the item looks now even though all the issues have been addressed. We are able to offer $compensation at this point due to the circumstances.Sharon M***Coleman Furniture

***Coleman Furniture prides ourselves on recognizing when a customer expresses a concern relating to the service they receivedOn 3/*/17, Customer *** was contacted via email along with a follow up phone call which conveyed how thewarranty process is structuredOnce Customer *** provides
the completed warranty claim form along with the corresponding pictures , Coleman Furniture will be happy to provide further assistance towards addressing and resolving this matter. 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:
I disagree with the respond of colemanfurniture.com because it's not my impression that the item is supposed to be delivered in boxes and assembled in my home.It's their promise to the customers on their website and in their email to me.I did NOT accept it and there was No delivery on November,*.This terrible attitude and dishonesty started at the beginning of September and is not finished yet.I have emailed to them that I want them to postpond the delivery because my complaint was accepted by NY AJ and this case (including manipulations with the check)is under AJ investigation
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Sincerely,
*** ***

***As we advised the customer - the order is expected to ship from ***, the manufacturer on 6-and arrive at the local delivery company a couple of days laterWe will keep the customer advised as the order moves along - and we remain committed to resolving all outstanding issues for this customer.We would also like to offer $compensation on the order due to the issues on this order.Please keep us informed if we can further assist with this*** ***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
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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:
[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
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Sincerely,
*** ***

*** Customer placed his order 9/**/online for a Luke Leather sofa. He was advised on 9/**/that there was a 12-week manufacturing time frameNovember *, customer was advised of an estimated ship date of mid December At that time he advised he would be out of the
country in January and February 2016. In January the customer was advised that there was a delay in shipping from the manufacturer and was offered a $compensation which was already refunded to him. Due to delay in manufacturing and having to wait until the customer returned from his trip the delivery company was not able to get him scheduled until today. He is scheduled for delivery today.Customer was advised of the time frame for making his order with the manufacturer and what to expect with scheduling.We can up the compensation to a refund due in an effort to offer our apologies to the customer. 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:
I will NOT be accepting any repair of furnitureThat option can be wiped off the table for goodThis furniture is BRAND NEW; it should not need repairedI'm not sure what is not clear about thatI repeat; I will not accept repair of this furnitureWhat gets me the most at this point about this whole situation is the fact that Coleman, seeing the damage via picture, never offered to replace the headboard of the bedBefore we ever go that route, that is not an option at this pointThe new dresser, according to the emails, has been at the delivery company for days nowI have not gotten any phone calls about delivery of this new dresserWhy did it take so long for the hardware to arrive? Why was it sent to me and not the company that would be putting the bed together? I will not accept delivery of the new dresserI will not accept delivery of the mirror at this point
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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:
[Your Answer Here] I ORDERED AND PAID FOR A NEW TABLE AND EXPECTED A NEW TABLE TO BE EXCHANGED FOR THE ONE WHICH WAS DELIVERED TO ME DAMAGED I REFUSED THE DAMAGED TABLE WITH SO CALLED REPAIRES BECAUSE THATS NOT WHAT I ORDERED NOR EXPECTEDHAD I KNOWN THESE PEOPLE WORKED WITH SUCH A DECEPTIVE NATURE, I WOULD NEVER HAVE ORDERED WITH THIS COMPANY TO BEGIN WITH.THE TABLE BASE WAS VERY OBVIOUSLY DAMAGED & ""THEIR SO CALLED TERMS TO ME WERE "" >>> THE TABLE WOULD BE FULLY INSPECTED BEFORE DELIVERY BY "" THE DELIVERY COMPANY"" FOR ANY DAMAGES SO MY QUESTION IS WHY WAS EITHER THIS NOT DONE OR OVER LOOKED..*** *** *** ***
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*** *** *** *** ** *** *** *** *** ** ** *** *** *** *** *** ** *** *** ** *** *** ** *** *** *** *
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*** ***

*** The delivery company scheduled the customers delivery with the customer for 4/*/16. At the time of delivery the drivers contacted the customer and he advised he was unable to accept delivery and would not be able to do so for another hours. Drivers are not able to wait for extended periods of times past the delivery time frame and advised the customer he would have to reschedule. The missed delivery and re-delivery fee is $and the customer is responsible for that. Coleman Furniture has already waived one fee and can not waive any additional fees. Item is ready for delivery as soon as customer pays fees. 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:
Once again the business has indicated they are allegedly absorbing the cost of the desk even though they have stated in writing which I am attaching that the manufacturer is paying for the desk which was defectiveIn addition the manufacturer is headquartered in California and Coleman is in New YorkThe actual cost of shipping to Coleman which they allege the manufacturer is going to pay (see attached correspondence) would be greater than the cost to ship directly to Wyoming where I resideThe cost they are charging, which they claim is the actual cost, is not reasonableIt is more than 33% of the cost of the deskThe manufacturer should be absorbing any costs for shipping since the item is defectiveThis is standard business practice for most businessesWhy would the consumer be responsible for assuming the costs of replacing a defective item? The more important point to be made here is Coleman's representative is alleging they are absorbing the cost of replacing the desk and that is based upon the attached correspondence from them (P.O.) which indicates the manufacturer has approved replacement of the desk and the manufacturer is paying to send the replacement desk to them (Colman's representatives written correspondence)
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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:
[Your Answer Here]
The delivery company came and assessed the issue in January, months ago. I spoke with MsC*** 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
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Sincerely,
*** ***

*** The local delivery company lost the armless love seat for this customer. We have ordered a replacement item for the customer. The ELD is 4/*/from the manufacturer and the customer has been advised.We will work on getting this rushed to the customer, and would like to
offer a year protection plan free of charge for compensation due to the delay involvedWe apologize for the issues involved, and are committed to getting this resolved.*** ***Coleman Furniture

***Coleman Furniture would like to resolve this matter in a fair and equitable mannerAs a gesture of customer service, Coleman Furniture would be willing to absorb $of the $shipping charge that was quoted to the customerThe customer would then be responsible for $of the shipping charges. Once the customer provides the payment for the shipping charges, Coleman Furniture will proceed with ordering the new replacement item.Sharon M***Coleman Furniture

***Coleman Furniture refunded the customer in the amount of $the refund was processed based on the following calculation....the restocking fee that was applied in clearly indicated within the terms and conditions on the siteThe customer would not be refunded for the $shipping charges that they had paid. Cost of the item $ - Valeton Cream Seat Reclining Sofa15% Restocking Fee $279.08Refund that was processed $1581.48 Sharon M***Coleman Furniture

***Coleman Furniture understands the customer is frustrated in regards to this issue. As the delivery of this item was signed for indicating there were no issues we are not able to assist as previously noted. As a gesture of good will we will compensate the customer $for the issue they have experienced.Sharon M***Coleman Furniture

***Coleman Furniture has been speaking with this customer in an effort to have this matter resolved. This customer completed the warranty claim form on 10/**/and submitted it to Coleman Furniture for further reviewWithin the terms that are included within the warranty form that the
customer signed and completed....."Approve an allotted amount to cover repair costs.......It is the customer's responsibility to arrange repairsPlease refer to the attached signed warranty formOnce the customer submits a receipt for the allotted warranty repair, Coleman Furniture will be happy to process the refund. 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:
[Your Answer Here]
No this has happened twice I truly think I would never have gotten any furniture at all I want the cancellation fee back I think it's funny this company never tried to contact me after I made a Revdex.com complaint horrible customer service that's for sure I do not want to wait another two months for furniture so that's why I canceled I want my cancellation fee back This company is a complete scam
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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:
Good Morning ***, As Sharon has stated in her reply, Chemika, from *** *** *** ***, has left voicemails for me on my cell phone once a week since the delivery of the damaged item was refused. Chemika’s phone calls to my cell phone ring one time then go straight to voicemail. The voicemails that she leaves are just reminders that this issue has not been resolved and that she will call back in one week’s time with another status update I have not personally spoken to Chemika about this issue, as for some reason the phone only rings one time and goes straight to voicemail and she does not leave a number for me to call back, but I do appreciate that the shipping company is at least trying to reach out to me. What I do not understand, is why the shipping company is providing customer service for this issue, while Coleman Furniture is not. My husband and I have called Coleman Furniture on several occasions and received little to no help on each call. As payment was made directly to Coleman Furniture for this item, I believe that Coleman Furniture’s customer service department should be handling this issue and said customer service department should be providing us with frequent updates on the situation. Payment was received promptly and fully on this item, and it is frustrating that after almost month’s time, we have nothing to show for it. As stated in my original desired settlement, I would either like a brand new unit like I paid Coleman Furniture for or, a full refund on my purchase so that I may buy a brand new (not refurbished) unit from a local store, and not have to wait any longer for this issue to be resolved Lori C*** from Coleman Furniture spoke to my husband last week and told him that neither of these options would be possible, and that if we wanted a refund that we would be charged a restocking fee of 25% of the purchase price, and that we would also have to pay for the shipping of the wallunit. I think that this demand is and was unreasonable, since the condition of unit upon delivery was no fault of our own and we were not originally charged a shipping fee for delivery of this item. If anyone should be paying these fees, it should be *** *** *** ***, as they were responsible for the shipment of this item. Lori also stated that the lead time on replacement parts for the unit was 3-weeks out, which means that I may not see a wall unit until July or even August. This does not sound like a rush to resolve this problem to me. We have made clear our options for a satisfactory transaction. Coleman Furniture has stated that they will not agree to any of the options. I thank you for your time and do hope that we can promptly resolve this matter. Sincerely,*** ***
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