Smitty's Restaurants

*** This customer received her items and there were issues noted at that time. We offered to send a technician to the customers home to restore the items to 100% and customer declined. She insisted that it be picked up and restored at the delivery company and then re-delivered
to her. We had the local delivery company pick the items up from the customer and restore them to 100%. Customer refused to accept re-delivery and disputed the charges with her credit card company. The dispute was settled in our favor and we once again tried to deliver to the customer, however customer wanted a full refund. We advised customer we could not process a refund and that items were ready to be delivered. Customer refuses to take delivery. Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is unhappy with the item he purchased. The customer placed his order on online with us on May **, 2016. On June *, the customer was advised of a 4-week ETA for his item. Customer received his order on June **, and
signed his delivery paperwork indicating that he received his items in good condition.We have reviewed the pictures that the customer supplied and have verified that the item received is as intended by the manufacturer. Wrinkles can be found in the leather as leather by nature is pliable and has movement so wrinkles are a natural occurrence. Sharon ***Coleman Furniture

***Coleman Furniture understands that the customer is unhappy with the item he purchased. The customer placed his order on online with us on May **, 2016. On June *, the customer was advised of a 4-week ETA for his item. Customer received his order on June **, and
signed his delivery paperwork indicating that he received his items in good condition.We have reviewed the pictures that the customer supplied and have verified that the item received is as intended by the manufacturer. Wrinkles can be found in the leather as leather by nature is pliable and has movement so wrinkles are a natural occurrence. Sharon ***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 resolvedI have the furniture delivered to meAs per Coleman furniture they would refund the $compensation once this complaint is closed from my side at Revdex.comSo I am closing itRequest you to please forward my response to Coleman Furniture.Revdex.com, Thank you for your help in getting this issue resolved for me
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]
This is completely false! After being advised I would have to pay almost 1/the cost of the actual bed cost I advised the customer service person to hold off on doing anythingSince the movers/installers stated they were paid hourly they stated to take as long as I needed to figure thingsI called a couple friends who stated they could just remove the wooden side pieces and screw them in about 4" higher to resolve the issue of the bed being advertised as a platform bed but required a box spring which is not then a platform bedbut again I found an easy solutionAfter about mins I told the installers to continue with the installing but don't put ont he slats so that I could have a friend come and adjust the side piecesThey agreed and this can all be confirmed with them as well as I do not have any reason to lie.This bed was exactly what I wanted and no reason to return it accept that once they unwrapped the headboard and attached the sideboards the headboard was clearly manufactured incorrectly and defective and the side panels were wonkyTherefore I told the installers/movers to take the bed and I would return it and contact the company when they left as it was defectiveI was sure to take the photos necessary as well to have what was needed for proofWhen I contacted the company after they left, I was basically called a liar and told I had no choice but to pay half the cost of the bed for shipping (which was free to get it to me) and 25% restock fee which due to the defect is ludicrous!! The customer service I spoke to had quite the attitude and the customer service manager was unwilling to even listen to what occurredShe had her mind made up that she was not going to take this return regardless of what the right thing to do isWhen I sent photos again I was made to feel stupid as if I didn't know what the heck I was looking at when I clearly was the one who set the photosI was told this was to manufacturer standardsTo that I laughed as clearly this was a bait and switchPhotos of the bed on the website were NOT what I received as far as quality and she didn't want to listen to anything I had to say just to stick it to me for a manufacturer defectWhat amazes me is initially there was no accusations that YOUR company did anything wrong but to not stand behind your product that if its defective you will certainly take it back especially with clear pictures is beyond me, horrible business and theft I also inquired as to why online there is NO mention of renegade furniture which is the company slip that I received when the furniture was deliveredHad I known that clearly there are bad reviews on this company and would not have purchase...another bait and switch tactic which I believe is against the law! Photos are attached of what your customer service manager could not apparently see clearlyThe headboard is bend, does not fit properly to the upper part of the headboard and the side panels did not allow the bed when attached to the headboard to lay flat on the floorI was told by the customer service manager, just put the bed on it, it will lay flat thenARE YOU KIDDING ME??? That is certainly NOT a satisfactory solution and she should be demoted picture 1-are the bed before the movers repackaged it uppicture shows the website advertised photo of what the bed and headboard SHOULD look like
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Sincerely,
*** ***

***Coleman Furniture has been actively speaking with this customer in an effort to have this matter resolved. As most recently as 11/**/the customer had been contacted by Coleman Furniture to confirm that the delivery hub has completed the installation of the book case. Sharon
M***Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I must state that I did not receive any communication from Coleman Furniture as stated in their response since filing this compaintIn fact, I haven't heard from them since July *** when they emailed me the delivery company's phone numberHowever, the day after my compaint was filed, I'm happy to say that the delivery company contacted me with a sincere apology and arranged for immediate deliveryMy dresser was delivered this afternoon, and this resolution is satisfactory to me and the matter has been resolvedI thank all those involved who helped to achieve this.
Sincerely,
*** ***

***Coleman Furniture wants to resolve this issue for the customer and understands they are frustrated. We have been in contact with the customer and have advised her that we are working with the manufacturer to get this resolved. The needed parts for the delivery company to get this resolved are being sent and the customer will not have to do anything except receive delivery of their order. We have advised the customer that we will compensate them in the amount of $for the delay in getting their chair. The chairs came in a package of and cost the customer $for both so we are already compensating well over 10% for the item that had an issue. The most we would compensate the customer is $ Sharon M***Coleman Furniture

*** Coleman Furniture understands that the customer is upset regarding the cancellation of their order. However, we do not currently partner with a delivery company that services the customers area. The company we utilized previously caused delivery issues, as the customer can
attest to, and as such we are no longer utilizing them as we can not guarantee customers deliveries to our standards when doing so.We are currently looking for partners in the customers area but at this time we are unable to fill any orders in that area. As customer was previously given a $gift card for prior issues we will issue a refund of that $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:they are accusing me of damaging the bed post delivery, by recklessly moving the bedThis simply is not trueThe crack just happened where there is a knot in the woodThis crack appeared a few days after delivery, I was making the bed one morning, and there it wasThe so called protection plan (which came with the purchase of the bed), provided through Guardian said, they will do nothing because it is not an accident.
[Your Answer Here]
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 reject Coleman Furniture's responseI do not want you to order a third tableI have been very clear that this order was placed on December *, and your company has repeatedly not gotten it right My client has purchased another table from another companymonths is unacceptable to wait for this and I expect a FULL creditWe do not want the furniture at this pointI have repeatedly told your customer after care for two months that I want a creditThey have been ignoring my response and keep saying that they are sending another table (which has still not happened by the way). This is horrible customer service and I feel as though you are now doing everything in your power to hold on to $restocking fee for furniture that after months has still not been deliveredWe don't want it any moreYour company failed to deliver on what was ordered and it is too late to try again for the third time I want to be done with this and I expect my money back in full for furniture that I never received!! This is also in dispute through my credit card because this is unacceptable customer service at every turn
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 resolvedBut I would like to keep this file open if possible as I have not recieved the product and the company has also offered to send me $
Sincerely,
*** ***

***The dispute the customer submitted with their banking institution was settled in the customer's favor....the customer has already been 100% refunded in the amount of $1869.40. Sharon M***Coleman Furniture

***We apologize for the issues with this order.Customer did notate issues with the drawers at time of deliveryWe have ordered replacement handles, and are paying for them to be shipped directly to the customer.They already shipped via Parcel Post and should arrive at the customer's address by
the end of the week. The order total for the bed was including delivery and setupWe offered customer compensation amount which was declinedWe are able to increase it to $due to the circumstances - as an apology for the issuesThe parts arriving should solve all outstanding issues that were notated.*** ***
*** ***

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 have been in contact with Coleman Furniture and we are in negotiations however, this has NOT been resolved and the case should not be closed. Should we come to a resolution, I will notify you immediatelyThank you*** ***
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:
[Your Answer Here]
This is now being escalated to the New York State Attorney General's office you are also a complete waste of time and taxpayers dollars
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Sincerely,
** ***

*** Coleman Furniture would be more than happy to address all issues that the customer is expressing. Even though the issues were not noted at the time of delivery. This will be done as a courtesy to the customer as this is outside of policy and procedure. However, this cannot be done until the customers dispute is resolved. At that time we would replace the item as the customer is requesting, however the customer will be responsible for all shipping 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:
I am fully aware that the furniture had a "white washed" appearanceThat does not mean that the "white splatter marks" (previously mentioned) are not cause to call the furniture defective or damagedThe "white splatter marks" were very obvious and did not appear to be "as the manufacturer intended." In addition, as was apparent in the pictures I emailed to the business, there were obvious black marks on all of the pieces, obvious wood splintering on the backs of several pieces, and the above "white splatter marks." I do not understand how the this business can look at those pictures and say that the furniture was not damagedAdditionally, I had stated several times to representatives of this company regarding the details of my complaint and the damaged were clearly evident in the pictures I tookThe 3rd party furniture delivery person even told us that the furniture was defective and did not look appropriateI have asked the business several times for this delivery person's report and they have failed to give it to me.Regardless of what the manufacturer states, the furniture appeared to be damaged/defective and at the very least displayed "poor workmanship." From a brand like ***, we were expecting much higher quality standardsColeman Furniture does not value their consumers and only goes by what the manufacturer statesAs previously stated multiple times on Revdex.com and to the business itself, there is no resolution to this issue, other than a FULL refundI am not willing to accept a "rebill" and shipment of the same furniture I already deniedThank you
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Sincerely,
*** ***

MadelineColeman Furniture makes every effort to ensure the customer is kept abreast of all information pertaining to their orderOn 1/**/17, when the customer placed the order, the customer was advised that the order would have an extensive lead time, On 6/*/the customer was contacted and
advised that the order would be shipping shortly from the manufacturerOn 6/**/17, the customer will be called to provide them with a further update. 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 have contacted the company in Fort Collins that was sent to me by coleman furniture the store said they would not be able to fix the problem for $ All other companies I have found on *** have not responded to my inquiries I want a replacement piece of furniture due to the piece being brand new and the base not matching the adjacent pieces *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***