Smitty's Restaurants

*** Customer received their items on January *, 2016. At that time the customer inspected their items and signed the delivery paperwork stating all items had been received and were in good condition. Customer contacted Coleman Furniture on February **, and advised Coleman
Furniture that he was noticing the pieces comprising the sectional were not even and were sitting at different height. Customers issues were addressed through our warranty program and a replacement was ordered for the customer. As our warranty guidelines detail if a replacement item is supplied to the customer then the customer is responsible for replacement shipping costs for the item. As a courtesy we reduced the cost of the shipping by $to the customer but would not be able to waive the fee in its entirety as Coleman Furniture is proving a new item to the customer at Coleman's cost.Customer has indicated that he has a preference to keep the portion that has been deemed as being needed to be replaced. We are unable to accommodate the customer as that piece has been deemed defective and as such we would not be able to match up a corresponding piece to make the unit a whole. Sharon M***Coleman Furniture

***We have left messages for this customer and tried to reach a resolution but we have been unable to hear back until nowOrder was cancelled as per customer's request, but the restocking fees did apply as order was ready at local delivery hub for delivery.Please advise on how we can discuss a
resolution to this.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 ordered a mirrored bedroom set from Coleman Furniture 12/**/After being informed my delivery would take place during the second week of January I received correspondence stating the bed did not pass inspection due to broken mirrored panelsI did not actually receive the delivery until 02/**/2017, nearly six weeks after the original delivery frameAfter receiving the frame and having it installed, I noticed that the middle panel of mirrored glass was crackedI immediately contacted Coleman Furniture who requested and was sent photos of the damageI was informed on 02/**/that the replacement part had been ordered and would be shipped directly to my addressI contacted Coleman once again on 03/**/because the wrong replacement part was mailedThere was no response to my email inquiryI contacted them again 03/**/via email which was once again ignored by supportI was able to put in a grievance via phone and was contacted 03/**/with confirmation that once again my replacement panel had been orderedI received an email 04/**/indicating the piece had been deliveredWhen I returned from vacation, I realized that once again the wrong replacement panel was shipped againI contacted Coleman Furniture 05/**/explaining the issue and once again attaching both photo and video of the damaged pieceI was advised that they were looking into the situation, but yet again I did not receive any responseI called in and made another complaint via phone and was told on 05/**/that the replacement panel had been correctly ordered and would be delivered to my houseIt is now nearly seven months later and I have not been given anything but a consistent runaround by this companyThe customer service rep that I worked with in particular (Candyce R***) was consistently rude and unforthcoming when contacted via phone regarding the status of this pieceI put in a Revdex.com complaint and contacted the Coleman furniture regarding coming to a resolutionI was forwarded once again to Candyce R*** who has once again failed to help my issue but only created more problemsI am highly disappointed in not only the customer service I have received but the overall experience from the day I ordered. I have received a quote from local furniture repair in my area including cutting/fitting of custom mirrored glass and installation for $and am asking Coleman Furniture to cover this cost as they have continually failed to provide me with replacement and repair as previously specifiedI would not like for Candyce R*** to contact me any further with any direct communication with Coleman and I would like Coleman to inform how a refund can take place as I paid with Affirm and they do not facilitate refunds days past selling the productThanks *** ***

***Coleman Furniture has been actively working with this customer in an effort to have this matter resolvedOn 12/**/the customer was advised that a new item was being shipped directly from the manufacturerThe item is expected to ship from the manufacturer the week of 1/*/18Sharon
M***Coleman Furniture

The second delivery was not completed with our White Glove Delivery Service That service is something we utilize for our customers on their initial delivery The second table top was sent from the manufacturer straight to the customer and this was ordered as a courtesy to the customer That did not include our White Glove Delivery Service The manufacturer has reviewed all the information the customer has given us as has Coleman Furniture's in-house technician The manufacturer has determined that the item is correct and can be assembled As a courtesy Coleman Furniture will compensate the customer $towards them hiring a furniture technician to assemble the table

*** Customer has disputed the order. We have advised customer that we accepted the dispute. This should resolve all issues. Sharon M***Coleman Furniture

***Coleman Furniture understands the customer is frustrated in regards to the delay and the process by which this has transpired. We have advised our processing department to refund the customer and the customer will see the refund reflected back in their account within 5-business days.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 was going to accept this response, but now I am requesting collateral that I supposedly sent an email stating that the issue had been resolvedI am not worried about compensation anymore at this point, but I will not tolerate statements. Thank you, ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

RevDex.com:I agree to both replacement itemsThey also promised a dollar refund on the morning of 5/**/prior to actual delivery (See attached)
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:
[Your Answer Here]
Coleman furniture did send pictures however, they were not taken close up to all of the alleged repaired damaged spots therefore the damage cannot be seen as well as in personIn addition, pictures were not taken of areas of concernWhen you look at the pictures attached, the photos they sent me, look closely because you can see the paint that does not match, the paint that covered up damage without being smoothed outI have inspected the furniture twice in person at the warehouse and the furniture is in terrible conditionThat is the exact reason I had a professional furniture repair technician look at the furniture and shown in his report, the furniture is not in 100% manufacturers specificationsI do not understand why they had someone from the delivery company repair the furniture when they had someone from a furniture protection company originally evaluate the furniture and write up a report for them, a report in which I was not allowed to see or have a copy ofBy the looks of the "repairs" that were made, the person who "repaired" the furniture has absolutely no experience doing such and most likely does not have the credentials to do soColeman has many complaints and bad reviews online similar to my own experienceIt seems to me that this company does this often and has been getting away with charging people an unfair amount of money because they can not accomplish customer satisfaction
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

*** Customer placed order on 11/**/15. On 12/*/customer was advised of a 3-week ETA Item was delivered to the customer on 12/**/15. Within the given ETA. There were issues noted during delivery and we advised the customer to keep the item in their home and it would be addressed with an in home technician We ordered parts for the customer and a *** *** had scheduled to pick up the item to restore on 1/**/and return it to the customer. Customer refused to allow that to happen and cancelled the appointment. We are sending a technician to the customers home to do the restoration. We are waiting for the technician date at this point.Customer has been updated at all times. Sharon M***Coleman Furniture

MadelineColeman Furniture understands the customers frustration. We have reached out to the manufacturer and a replacement is being sent for the customer. As soon as it arrives at the local delivery company and is inspected the customer will be contacted and delivery of the new
item will be scheduled.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:
they never hired a furniture company to come and check out the issues When I contacted the furniture company they had suggested it was $to come and look at the furniture and determine the repairs When I relayed this information to Coleman they said to cancel this appointment Instead they wanted me to take more pictures and try to determine the replacement pieces that would need to be ordered I sent more pictures through various emails during Then on April *, I sent pictures of all the pieces of furniture with areas affected circled in red Again the pieces had not been received and I had to resend the same email on May ** which I followed up with a phone call speaking with Edwina C*** going over the missing pieces I followed up with emails requesting status updates with no response Then on June **, I received an email stating that all parts should have been received I called Coleman that day again and spoke with Lori C*** I told her I had not received any new prices of leather for the repair Again we went over all the missing parts, which over pieces I was assured that the problem would be taken care of Finally, I sent one last email a couple of days before I registered this complaint On July **, 2015, I received a response saying that all of the pieces were shown to be delivered Again the wrong information I had not received any new pieces of leatherTo summarize, this problem was reported to Coleman almost one year ago and is still not resolved In that time I received only three leather pieces, which does not even cover 20% of the total repair I have spent hours on email and phone calls and keep getting the run around and no resolution This is way beyond the reasonable amount of time a customer should have to wait Just because the furniture was new and in good condition when it was delivered and never used does not mean there could not be defects Leather furniture does not peel after a couple months of use (as was relayed to me by several furniture repair companies) These same companies told me that either it is not real leather (which it is advertised as top grain leather) or it is defective Either way, at this point Coleman should stand behind their product and resolve the issue by a complete refund or credit of the purchase price Coleman trying to send replacement leather obviously did not work, and I am tired of waiting I do not want this furniture I do not want replacement leather to refurbish this sectional I paid for brand new furniture, not furniture that would be taken apart and pieced back together I am truly shocked at the poor customer service of this company I have repeated the problems over and over again for almost a year and have been extremely cooperative and patient supplying all the information and pictures Coleman requested multiple times without resolutionI did everything they requested of me, now they should honor my request for a refund or credit
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***This customer has been updated by our manager as recently as 9/**/15. The correct part is being ordered from the manufacturer and customer will be updated with ETA as soon as it is available.Sharon M***Coleman Furniture

***Coleman Furniture has researched this matter and has determined that the order was accepted by the customer without indicating any issues at the time of delivery. The delivery was accepted by the customer on 8/**/and Coleman Furniture was notified on 8/**/of the issueAs a
gesture of customer service, Coleman Furniture offered the customer $towards addressing the issue with the box springIn an effort to resolve this matter, Coleman Furniture would like to increase the allotment to $75.00 Sharon M***Coleman Furniture

***Coleman Furniture was waiting for the customer to confirm receipt of the necessary partsWith the parts being received at the customer's home, a furniture technician has been sourced and will be contacted the customer within business days to schedule the visit to install the necessary parts. Sharon M***Coleman Furniture

***We apologize again for the issues on this orderCheck #*** in the amount of $was sent out from our office on Wednesday and customer should receive it within a few days, via *** mailThis was as per customer's request. This should resolve all issues on this order.Wishing you a
wonderful holiday weekend!Sharon M*** Coleman Furniture

***This customer has initiated a credit card dispute and the dispute is still being reviewed by merchant services at this time.Customer noted on delivery paperwork that there was an issue with delivery. Customer was offered $to keep furniture as is and refused that
offer. We have also advised customer that we will send a technician to his home to address any and all issues and customer does not want that to happen either. Customer is refusing to work with us and only wants the item returned for full creditAs items have shipped, we would like to have issues resolved, and have delivery take place - as well as offer additional compensationThose are the options at this time.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

Revdex.com:
I have reyviewed 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,
*** ***