Smitty's Restaurants

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

***Coleman Furniture understands that this customer is unhappy with the order process. However, we stand behind how this order was handled.Customer placed their order online on July *, and at that time was advised of a 4-week shipping date from the manufacturer. Customer was again notified on July **, of an estimated ship date of 7/**/16. At that time the customer did not advise us of a wish to cancel their item. As per our terms and conditions that the customer agreed to at the time they placed their order, they are unable to cancel their order after their item has shipped without paying feesThe item shipped from the manufacturer to the local delivery company on 7/**/16. Customer was in the routing/ scheduling portion of their order when she contacted us on 8/**/to advise she wanted to cancel her order. As such customer is responsible for cancellation fees.All delivery time frames are estimates and customer is advised that actual delivery time frames may vary depending on route availability.Sharon M***Coleman Furniture

***,The order is at the local delivery company, Fidelitone Delivery, and they will be coordinating delivery for this customerOur scheduling supervisor Lori C*** will be reaching out to the customer as well, to ensure that this is all handled quickly.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 furniture was delivered to my house on 7/**/2017. The delivery company advised to look it over and report any issues IN THE NEXT COUPLE DAYS to Coleman Furniture. I relayed this information to Coleman Furniture, that day, and they basically told me I shouldn't have listened to their delivery driverI was expected to disregard what the delivery driver said, look over the furniture then, and reject the delivery. Also, they advised that I would have gotten a document at the time of delivery that I had to sign... and I never got a document. I was told to sign the screen on the driver's phone....for what? I have no idea? Just to accept the delivery? AS SOON as the driver left, I looked over the furniture and noticed problems with of the chairs. I immediately called Coleman Furniture (delivery was at approx12:15, and I had already sent photos of the damaged furniture to them at 12:43). Interestingly enough, I called Coleman right after the delivery truck left, and when they advised that I should not have accepted the delivery, I advised that I would call the truck back to pick it up, but they assured me they would take care of it and not to worry. Alsothey advised that they had problems with the delivery company in the past leaving before the customer had a chance to look at the furniture, and told me they would deal with the delivery company - I had nothing to worry about. I should have known. On July **, days later, they advised that they were going to send replacement parts. I told them I didn't want replacement parts, I wanted to return the items - the furniture is POOR POOR quality, and replacement parts are not going to fix the quality of the furniture. They advised if I wanted to return the furniture, I would have to pay the shipping to ship it back plus a 15% restocking fee. I explained to them that this was unacceptable, given the issue is the quality of the furniture - not something that was my fault (e.gcolor, size, likability). I requested to speak with a supervisor at this time. On August ***, days later, I spoke with the supervisor, who was not willing to help, AT ALL. She explained that quality is a matter of opinion (I'm not sure who would agree that splitting wood, glue in place of screws, and screws coming through the outside of chairs would be good quality?!). She said if I wanted to return it, I would have to pay the shipping and a 15% restocking fee. SHE MADE NO MENTION THAT WAS THE LAST DAY TO BE ABLE TO RETURN THE PRODUCT. THIS WAS DONE ON PURPOSE. She took NO responsibility for selling junk furniture. So at that point, I chose to file a dispute with *** until the matter was resolved. I agreed to keep it if they gave me a % credit. Low and beholdon August *** a box arrives on my front porch of chair backs and legs. I NEVER asked for this or agreed to it. This was their way of solving the dispute. Ridiculous. I immediately emailed them photos of the delivery, and told them it was unacceptable and to come pick all of their furniture up. On August ***, Coleman Advised that they could not settle the complaint with a resolution because there was an open dispute with my financial institution. So last week, after months of myself and my financial institution dealing with Coleman Furniture, I was told that the matter was closed with *** in favor of Coleman Furniture. The representative from *** advised that they were unable to settle the matter with Coleman Furniture, and because it was past the days the customer is given to request a Return Authorization number, I am STUCK with horrible quality furniture! At this point - I WILL PAY TO SHIP THE FURNITURE BACK TO THEM PLUS THE 15% RESTOCKING FEE. They are unwilling to work with me AT ALL. The company is a huge scamsell JUNK furnituredon't communicate with your delivery company so that you can put blame on themonly give your customer DAYS TO RETURNhave horrible customer serviceAND GET AWAY WITH IT!Again, I should have read the Revdex.com reviews before I purchased from them. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Order was delivered to customer in perfect conditionIn 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 $ This is costs that we will be covering - even though the local *** reps have studied the photos and determined that the issues with the leather stem from wear and tear.Re-upholstering the items will not mean they are not *** items as the replacement leather is shipping from *** and will be installed by a certified tech.This is the most that we can offer on this case.Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is frustrated in regards to the delay with delivering his order. We are working to have this order delivered to the customer and we have advised the customer we will compensate him for this delay by purchasing the year Additional
Protection Program for his furniture for him.Sharon M***Coleman Furniture

***Coleman Furniture has been corresponding with this customer in an effort to have this matter resolvedThe customer has been advised that we are ordering the following new replacement items directly from the manufacturer (see the list below)Upon acceptance of the order, Coleman Furniture
will be refunding the customer $for the delays and issues that have occurred.*** *** *** ***
*** *** *** *** *** * *** * *
*** ***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 as I have stated many times before the quality of the chair is poorThe wood cracked and fell apart and all they did was replace it with the same cheap woodThe quality of the chair is not up to standardWhen the Caster fell off after the wood broke it already scratched my brand new hardwood floorI did not ask them to pay to fix my floor however I do not want replacement parts that are the same poor quality as the chair itselfI spent almost $8,there in furniture and all I asked is a refund on one chair that was very very poor qualityThey just bully you until you go away and I'm not going to go away I want a refund I spent $on a chair that's not even worth
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** On 10/*/the customer placed an order via the Coleman Furniture web site for an entertainment wall unit. On 10/*/the order was placed with the manufacturerOn 10/*/a message was left for the customer that there was an estimated ship date of weeks from the manufacturer
On 10/**/a payment was received and processed from the customerOn 10/**/and email was sent to the customer that the order is en route from the manufacturerOn 10/**/the customer was emailed the order was being prepared for shipmentOn 10/**/the customer was scheduled for delivery on 10/**/On 10/**/the customer called Coleman Furniture and advised that there was damage to the tv stand on the entertainment centerThe customer was advised to keep the entertainment center in their home and we would advise as to how the issue would be resolved. On 10/**/a furniture technician was contacted so that arrangements could be made to have the item restored back to 100% manufacturer standardsAs per our terms and conditions....." Customer agrees to allow Coleman Furniture, the manufacturer, and/or our shipping agents the opportunity to remedy the damage or defect issueCustomer 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% restocking fee and actual shipping charges.On 10/**/the customer was contacted via email that Coleman Furniture was working to get this issue resolvedOn 10/**/the customer was called directly and advised that we are working on getting this issue resolvedOn 10/**/it was determined that a replacement part was available and was orderedOn 11/*/the customer was contacted that the replacement part for the damaged tv stand had been ordered and it had an estimated ship date of 12/**/Once the part arrived at the customer's home a certified furniture technician would be scheduled to make the necessary restoration to bring the tv back to % manufacturer standardsOn 11/*/15, the customer was offered a refund of $as compensation as a gesture of good faithOn 11/*/the customer was advised that the furniture technician would assist with the removal of his personal items from the tv stand as a courtesy and to assist the customer when the restoration would be made. Sharon M***Coleman Furniture

***Coleman Furniture has been actively been working with this customer in an effort to have this matter fairly resolvedOn 8/**/Coleman Furniture had requested that the customer provide the corresponding video that the customer had advised they had which would further demonstrate the
issues with the chairOnce the customer provides this video, Coleman Furniture will be happy to further look into this matter and work towards a fair and equitable resolution.Sharon M***Coleman Furniture

*** Customer is scheduled for delivery today 11/* for a full white glove delivery and setup in room of choiceWe hope that this will resolve all outstanding issues. Thank you 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 honestly do not understand why the same response is being sent to meWe viewed this response and the last question was how this would be resolvedI have responded to this statement numerous timesRevdex.com can view the history to verify how they are clearly doing what they do best and giving run around feedbackThe last response was how do we resolve and now we are back with this replyI just can't believe this! This is just horrible!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture stands behind the furniture that it sells, and as such will honor any warranty on the furniture that is valid. However, the customer purchased and received delivery of their item in August of and the warranty for bedroom furniture is year. The customer is
1/year past their warranty date and as such there would be nothing to be done at this time. The item was not falsely advertised and was delivered in perfect condition 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 told Coleman on 9/**/that I wanted to cancel my order completely based on these two facts;I did not receive what I orderedThe horrific and disrespectful customer service I received from them and their track record (online review history) of similar customer service to what I experienced.The fact that they proceeded to order the rails is on themImmediately after filing this complaint with the Revdex.com I also filed a claim with my bank to stop payment, which was done, so Coleman's poor customer service and refusal to listen to what the CUSTOMER WANTED is entirely their fault and on themI do not want to do business with this company, they don't deserve my hard earned money and I recommend anybody else considering doing business with them runs in another direction. At this point, as I've already said to Coleman Furniture, the only acceptable resolution for me is a complete refund of my money
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:
I am being forced to decide between keeping two broken/defective pieces and having no further costs or paying $and receiving of corrected pieces Coleman's point that I should have written down my issues at delivery is absurd as it's an internal defect, which was verified by the repairmen the they hired. In a perfect world I would get my money refunded and they can have the couch, but being more realistic the least the company could do is not charge me for the replacement of a defective/broken couch
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** 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. *** *** Coleman Furniture

***Coleman Furniture had corresponded with this customer in an effort to have this matter resolved fairlyColeman had provided the customer the opportunity to receive a newly ordered bed directly from the manufacturerThe customer opted not to wait and cancel the order which included paying the restocking fee (which is indicated via the terms and conditions) As a gesture of customer service, Coleman Furniture had offered the customer a $refund in the spirit of customer serviceColeman Furniture would still like to extend this offer to the customer once the customer accepts these terms.Sharon M***Coleman Furniture

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
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 response from Coleman Furniture absolutely does not resolve my complaint I was advised by Coleman's representative that I would have the merchandise delivered in 4-weeks Not only did this not happen, if it were an estimate, Coleman would be outside of that window later forecasting that it would be late August before I received the merchandise As I stated in my complaint, I ordered the merchandise in good faith that it would be delivered in plenty time before I resumed academic duties I was told that I should have the merchandise before that I did not.If Coleman really meant that delivery would have been in 8-weeks (as the end of August would be), then I should have reasonably been informed that it would take that long, then, I could have gotten more information, shopped with another merchant and/or made a different consumer decision It is clear that Coleman wrongly advises customers of delivery dates because it is not able to keep up its pretenses It is bad business for Coleman or any other company to misinform customers and then charge customers for such
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 find that this resolution is satisfactory to me and the matter has been resolved.After many calls to this business, and being ignored I did receive the refund minus the 15% restocking fee.Thank you very much for your assistance with this matter
Sincerely,
*** ***