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 Colemans 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.Customer only has defective piece and that is being replaced via the warranty program. Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is very frustrated and wants to get his issue resolved. However, to rectify the issues the customer had Coleman Furniture ordered the customer a replacement item. The replacement item has arrived at the local delivery company and
the local delivery company will be calling the customer today to arrange delivery of the customers order.Unfortunately the agent who advised the customer that their items had not arrived did not have the full information regarding the order.Customers order is ready for deliverySharon 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 received the below response from them on 10/** stating that shipping took place and would only take a week (days) and therefore the day period they mentioned is is either or the email they sent me, a customer, is a misrepresentative timeframe they tell all customers which is a form or fraud and needs to be correctedWhat is the truct? days or a week? Those are different timeframes and it is not right for a company to lie to their customersSee below email from them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Please note: This is our 6th response on this issue - we have been trying to come to a resolutionColeman Furniture has addressed the concern from the customer regarding the bed "being wobbly"Coleman Furniture has addressed this concern by sending a technician who determined the item was up to manufacturer standardsAdditionally Coleman Furniture has offered to refund this customer in the amount of $for the issues that transpiredThe only resolution this customer is willing to accept is to be fully refunded. Coleman Furniture will be wiling to offer a one time courtesy...the customer can donate their furniture to a reputable charity in the name of Coleman FurnitureColeman Furniture would then be happy to fully refund the customer.Sharon M***Coleman Furniture

***We do set up the furniture in customer's home - but if a sofa comes assembled - we do not break it apart and reassemble itCustomer is given on the website all information for dimensions of the sofa - and we bring it fully assembled into the homeThis is done on every white glove delivery order. Sharon M*** Coleman Furniture

*** Coleman Furniture attempted a delivery of the customers items on April *, 2016. At that time thew customer refused the item stating that the item was damaged. The item was returned to the delivery company where it was restored to 100% manufacturer specifications. Per the terms and conditions that customers must agree to before they place their order: If a product is found to have damage, and damage is noted on the delivery receipt; we will send a the necessary parts and correct the problem at our expenseRemedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer.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.The item was fully restored to manufacturer specifications and customer will not accept delivery. Sharon M***Coleman Furniture

*** 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

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 have never seen this kind of business attitudeColeman Furniture delivered the sofa set with seven defects, refused a return or a full refund, caused tremendous inconvenience with multiple repair attempts, and now they seem to treat us as a fault finder even with the remaining cosmetic defects When purchasing this item, I agreed to their terms and conditions with the assumption of reasonable customer service and their other terms and conditions: (1) "only a portion of your shipment is damaged" , (2) "the attempt" one time repair attempt, and (3) "Customer satisfaction is our top priority"In this case, they seem to claim that (1) seven defects are "a portion", (2) "the attempt" can be multiple times without customer's consent, and (3) $is a reasonable resolutionHowever, their claim is not acceptable and is unfair trade to customers because customers cannot be protected in a case similar to my case: (1) an item is delivered with multiple defects, (2) customer cannot return or receive a full refund, (3) business selects cheap repair as remedy rather than an expensive full-replacement, and (4) customer finally gets a refurbished quality of item with a full price and with a lot of inconvenience due to repairsColeman Furniture claimed this is a "rare" case, but I have seen that there have been several "rare" cases in online reviews The responder said that we continue to find faults even with multiple repairsIf they made true multiple repair attempts and everything is okay, their claim might be trueHowever, among four technician visits, they made three unnecessary or incomplete repair attemptsThe first two visits were just for estimate, and the third visit was made without a full work order on the seven defectsI do not understand the responder mentioned "multiple times"After the first repair visit, we complained about the incompleteness of their work order to a technician, but it happened twice moreAt the fourth attempt, the technician re-cased the damaged parts with new ones, but the two re-cased leather parts seem to be larger than the original ones and the one re-cased part has different color and grain with the neighbor partsThen, we made the complaints on the repaired parts. Coleman Furniture mentioned "100% manufacturer standards" without showing any evidenceFirst we would like to know the verification process with the manufacturer and the technicianAnd we want to talk to them: the representative of Ashley Furniture and the technicianBefore this purchase, we visited several local furniture stores and have never seen such kind of wrinkles and color/grain difference on leather surfaces in the same sofa setI showed my friends the pictures of the cosmetic defects after the repairNo one who knows Ashley Furniture's quality thinks this is 100% manufacturer standards, and they said they would not buy this item with a full price, $2.5K We NEVER say that we were OK with that $resolution for compensating for all the remaining issuesWe called the customer service and sent emails about our complaints after the fourth repair attemptPlease let us know where we made that commentAgain, we are NOT okay with $75 because we do not think that can compensate for all the remaining issues and the inconvenience Coleman Furniture caused
Please provide the business name and the address of Coleman Furniture's local warehouseWe can get to a resolution of this issue at the small claim court.
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 rejecting this response because all they did was copy and paste what they originally saidI want an answer to my first rejectionI will either pay $100 for delivery (Which I DO NOT feel I should have to do, a REPUTABLE company would pay for delivery of a replacement for a defective piece of furniture) or I want them to fix the side couch that's defective - at no cost to meI will continue to reject their response until I'm satisfied
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***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 that the customer is not happy with the resolution we are offering. As we have previously advised the pictures we were provided do not display what can be determined as manufacturer defect we are unable to proceed with a replacementThe item was received and the customer signed delivery paperwork stating that the items were delivered in good condition. Coleman Furniture bears no responsibility for damages that may occur after the delivery is received by the customer However, as a courtesy we will refund the customer $once the dispute he initiated with his financial institution is resolved. We are unable to cover the cost or a repair for the customer.Sharon M***Coleman Furniture

***Ashley should be delivering this furniture in the next few days. The hub will deliver as soon as possible We will update as of next week when we are able to confirm a delivery date.Sharon M***Coleman Furniture

***Coleman Furniture has been in touch with this customer as recently as today and have apologized for the delays. We have reached out to the technician service and they are in the process of scheduling a repair date with the customer.We have offered compensation to the customer for the issues he has had and it will be refunded to his payment method.All issues are being resolved to the customers satisfactionSharon 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:
this is not acceptable and was never in the agreement - I was never told of withholding shipping fees - I was forced to cancel as Rengade has only defective sofa -
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***We have reached out to the manufacturer and are working with the customer to get this resolved. We have spoken to the customer today and advised her that we are getting this resolved and customer is satisfied that we are working on this. We will continue to keep customer updated
as we receive updates. 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]
I don't feel like the company adequately investigated the issueThere is absolutely no way my brand new couch would have dried up bed bug carcasses inside of it after having it for monthsI did not immediately begin sleeping on it and it took some time to discover what the issue wasThe dried up bug shells means the couch had been infested for a very long timeThere is likely other furniture near where my couch was warehoused to have evidence of infestationI think they should hire a professional exterminator to investigate before dismissing my complaint

***The email that the customer has referenced states: "generally" takes about a week. That in no way is a solid time frame as transit times vary. We have however verified that the item has arrived at the local delivery company today. They will be inspecting it and customer will be called within hours to schedule his delivery. Sharon M*** Coleman Furniture

***This customer received her order and signed for it. However, they did not want items assembled as they had someplace else to go. Customer later went to assemble items and they are missing pieces to the Coaster bed. Customer has been advised that we are ordering parts from
Coaster to complete assemblyAs soon as these parts are available they will be shipped out 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:
Coleman Furniture's web site had incorrect photos and images posted. Because of their incorrect photos and diagram and confusing information the incorrect item was sent to us. The web site had multiple item numbers shown which were incorrect and confusing. Using their web site photos and diagrams we ordered to the best of our ability. Since we filed this complaint the company has change some of their images. However, we have screen captures showing what the web site looked like at the time we ordered the sectional.The image attached shows how the web site looked when we ordered the sectional. Coleman Furniture by changing the diagram image for the item we order acknowledges that they had the incorrect diagram posted on their web site. The diagram that was present at the time we ordered was the sectional we wanted. We ordered based off that diagram and the photos.Due to the way the company has handled our complaint we do not desire to wait an additional weeks for them to correct this mistake. We are requesting a full refund due to their inaccurate web site. If someone had showed me a couch in person, but then delivered a different couch, then I would expect a refund as well. Since this is an online order, the best way we have to see the product is through the company's photos and diagrams. Since they had incorrect photos and diagrams posted for the item, the wrong item was sent to us.On May ***, *** *** sent us an email requesting a photo of the sectional in our living room that we received. We immediately sent her a photo of the sectional in our living room as well as the images we captured from their web site. We have not received ANY communication from Coleman Furniture since then. They have not contacted us regarding a return item number or if they will refund our money.Thank you for assisting us with this deceitful company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture has made attempts to resolve this issue pertaining to this orderThe item in question has been fully restored and is up to 100% manufacturer standardsOn 10/**/the local delivery company contacted the customer directly to schedule delivery and was advised by the
customer that they were not accepting delivery and should call back in days scheduleThe item is ready for delivery once the customer calls back the delivery hub to scheduleSharon M***Coleman Furniture