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:
[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 defectsWhen 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 reviewsThe 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, $2.5KWe 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.
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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:
I never agreed to wait an indefinite amount of time for the delivery of the desks As I stated, copied and pasted verbatim what was the time frame in the email (2-weeks) was the time frame given to me If your argument for not refunding 100% of my purchase price is based on your position that you do not guarantee the delivery time, then that needs to be stated in the confirmation email as a caveat to the shipping time It should have stated that this was not guaranteed My order did not leave the manufacture's warehouse until 8/**, as I was told, so I knew that Coleman Furniture dropped the ball or the manufacturer, or the shipping company I should not be responsible for a penalty since that was the case I did not agree to any terms and conditions I placed the order I got an email stating 2-weeks That was fine I did not agree to further than weeks It's simple Coleman furniture gave me a time frame It was not met Not my fault Order Cancelled Refund 100% of my money.
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Sincerely,
*** ***

***Coleman Furniture has researched the initial issue that the customer has brought to the attention of the companyThe customer's concerns were related to the the look and appearance of the furniture. After conferring with the manufacturer it has been determined that the issues are not
damagesbut a distressed look that is intended with the furniture. 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]
The business has charged me a 25% restocking fee when item has not been delivered, also they were unable to locate the product and were unable to give any delivery dateThey tell you one thing on the phone and then do anotherI believe the 25% charge is illegal in New York and also the New York Attorney General needs to be made aware of Coleman Furniture's amount of complaintsThey have over and I believe an investigation into the companies business practices should take placeI think their record should be forwarded so the A.Gcan look into them
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Sincerely,
*** ***

*** This customer has disputed with their credit card and per Merchant services the dispute was resolved in the customers favor and the funds were returned to the customer 11/**/15. The customer still has the merchandise in their home. There is nothing further for us to do to resolve this with the customerPlease advise if the customer has been advised differently by their bank - but as far as we were notified, all funds should have been returned to customer. *** ***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]
Coleman has not yet explained how the delivery company was unable to determine that the item would not fit in the dwelling when they made no good fauth effort to actually deliver it? There is no possible way that the delivery team could have, in under minutes (the length of time they were on the premises) (1) Parked; (2) unloaded the truck; (3) carried the couch to the dwelling; (4) adequately determined that the couch did not fit in the dwelling; (5) carried it back to the truck; (6) loaded it to the truck; and (7) drive away No explanation has been given for why Coleman did not retain a competent delivery service Had one been hired the couch would have been delivered It is clear that part of Coleman's business model is to sell furniture to its customers and then refuse to deliver the item in good faith and with an adequate delivery staff and then blame the customer for "failure to ensure the furniture would fit in the dwelling" and then demand keeping over 50% of the purchase price This is further evidenced by the fact that they lied to the credit card company in order to get a ruling in their favor on the credit card dispute There has been no evidence presented and/or factual response to Coleman's generic and inadequate responses to the complaint lodged against them They continue to blame the customer for their fraudulent behavior and they continue to try to benefit financially from same No effort was made to deliver the item No effort was made to right the company's wrong
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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:
The business promised that within hrs after my credit card company has processed removing my dispute, I would see credit on my cardEven after my credit card company has send a physical confirmation, I haven't seen the paymentThis company's practices are VERY questionable in the way they operateFor example, they use third party manufacturers, delivery companies and they have no control on when a delivery can be madeIn my case, part of delivery was made on Dec 23rd, after the order was placed on Nov ***, after repeated phone queries (majority of them going to voicemail etc)Frankly, I accepted the $(which is conservative for the business) because now I am stuck with night stands and dresser that don't match the bed (not delivered) and I need buy one of my own If the business can reimburse the amount $back on my credit card immediately and improve their business practices in future, I would consider the complaint resolved.
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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]
They said a technician would come out last week or this week to repair the furniture but no one has yet to contact me regarding a repairThey have yet to refund my credit card $They are simply waiting for me to say that the issue has been resolved and then they will continue to avoid my calls and emails like they have been doing for the last monthsI will claim the issue resolved once the furniture is repaired and my card is refundedI am preparing to take this company to small claims court if this is not resolved this week.
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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 was not compensated enough for all the trouble I went through
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Sincerely,
*** ***

***Refund for this customer has been applied and email copy was sent to customer days ago.This should resolve all outstanding issues on this order. 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 told the sofa would be delivered within weeks.
The company representative asked me to send pictures of the damaged areas and I didFinal photo was sent and received on 1/**/16. There was no communication with the company at allOn 1/**/I emailed them asking for an update and was told they reached out to the manufacturer for replacement material but had no update at the time(1/**/16)1/**/received email saying no eta on shipping info of replacement material1/**/I received a package from the manufacturer containing full replacement sheets of material and no other instructions. 1/**/I received email stating my replacement material was shipped and delivered and a representative from the shipping company would contact me for a time to pick up the sofaI told them that was unacceptable and didn't want to be left without a sofa while it was being repaired and transported by the same company that damaged it in the first placeThe shipping company called me to set up a time anyways and I told them not to comeI get a call from the driver saying he is en route to pick up my sofa and I told him I cancelled the pick up the week beforeNot once was I asked how I would like the situation resolvedThey just ordered new material and send it to my houseAfter I tell the company I don't want my sofa picked up for repair they still have the shipping company send a driverNow they tell me they will send a repair technician for a home visit who I am expecting to show up unannouncedAfter my experience I did some research and found that my experience is the norm and not the exceptionAll this could have been avoided if they just gave me an option to what I wantedI would have been happy with a partial refund and everyone would have been happy
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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:The estimate for delivery of the major portion of my order (worth $aprox out of $of total order) to my home is still unknownThey did not called and informed meI called them today after seeing the response from Revdex.com and the latest estimate for the delivery of my order they gave is weeks to end of this monthI request you to please help me get a final delivery date for my rest of the orderEvery week they keep extending the delivery date by 1-more weeksI am not at all sure when it would be deliveredAlso I request them to deliver all the pieces unlike the last delivery and in good shape. Coleman Furniture did informed me regarding the missing parts for TV consoleBut they did not provide me any *** tracking number or estimate on when it should be delivered to my addressRequest you to please help me get an estimate on this.Thanks,*** ***
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*** ***

*** Customer received order and it was damaged. Customer called and spoke to *** to advise him of damages to the itemsItem was able to be fully restored by the hub - however - customer will not accept delivery as she states she did not purchase restored items. Customer
demanded to speak to a manager, and customer made many racial comments regarding the drivers.We advised customer that the item was fully restored and we could send her pictures. She refused and wanted to speak to the owner of the company. At which time I advised her Felice would be her contact. We would like to work with this customer, but customer is refusing to work with us, and give the delivery company a chance. Sharon M***Coleman Furniture

***This customer also disputed this order.Customer placed the order online and then called and spoke to one of our sales people regarding his order, and they went over in detail what the customer ordered and the dimensions. The online description for what the customer ordered does not
indicate it is a platform bed nor did they advise it was a platform bed Customer never advised that there were issues on the foot board nor any flaking issuesThe problem seemed to be that they had a dislike to the height of the bedThey advised us of this in writing correspondence when contacting our company, The last chargeback was submitted on 2/**/At this time we need to wait for the outcome of the chargeback - as all payments have so far been reversed at this time. Sharon M*** Coleman Furniture

***Coleman understands the customer is frustrated, however, we fulfilled the order for the customer. Customer ordered a New Generation White entertainment Center. In the product description on our website
at *** you can see the description of the item as Cream/Distressed Non White finish. In the fluorescent studio lightning that the item is photographed in the item does have a white look to it. Which is why we ensure that the we identify the fact that it is non white in our description.We explained this to the customer during the delivery process and customer wanted to return the item. As per our terms and conditions that the customers agree to when they place their order there is a cancellation fee. Part of that fee does include shipping and is clearly outlined in the terms and conditions that customers agree to when they place their order. Customers are not charged shipping for their original delivery, however, if a customer cancels, refuses, or returns their order then there are charges that are applied.*** ***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 unacceptable and I was threatened if I cancel the order I will be charged 25% restocking fee this furniture is not coming to my house I do not want to do business with them and if there's a delivery truck in front of my house they will be escorted by police enforcement agency If I do not receive a refund within five business days I will start a litigation claim
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Sincerely,
** ***

***Coleman Furniture has placed an order with the manufacturer for a replacement dresser. The dresser is is shipping from the manufacturer and will be delivered to the customer as soon as it arrives at the local delivery company.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:
What they are claiming is false! At no time ever during our conversations was there any effort on their part to try and resolve any issueI was told that I would have to pay for restocking and for delivery back to their warehouse, which is exactly what I am disputing. They claim that all conversations are recorded and that they listened to my conversations and that I was never given the measurements by a rep there and that is also false. I was asked to measure the sectional and provide pictures, which I did. The couch measured exactly inches. When I was trying to explain this to them, the rep told me that the website states that the sectional was inches, which is an 9 inch difference and I was told that they would not do anything over inches!!!!! Maybe they should listen to that recorded conversation. The point I am trying to make is that a rep gave me the wrong measurements prior to me ordering AS WELL AS someone who claimed to be a manager did after the sectional was in my home. Either way, the sectional measures inches and its neither what the rep said it was or what the schematics lists. So for that reason, I do not feel as though I should be charged anythingThis company is not what they claim to be at allthey could care less about the customer once the piece is paid forThey have no idea what customer service is and should realize that especially in an online business, word of mouth is EVERYTHING!
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Sincerely,
*** ***

***Coleman Furniture has been actively working with this customer in an effort to have this order scheduled based on the customer's preference and choiceIn speaking with the designated delivery hub and the customer, the entire order has been scheduled for Tuesday, 8/*/17. 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:
Although we appreciate Coleman's response, they've stated they will charge us shipping fees should we choose to have the entire sectional replaced This is a blatant discrepancy from their previous response stating they wouldn't charge us shipping fees to replace one sectional piece This new solution is simply unacceptable In our previous communications we've stated that on the day of delivery a bad storm was approaching and the delivery drivers were in a hurry (which was understandable)Furthermore we were never advised that we had the option of rejecting the furniture and what the implications would be if we did so In hindsight, and with the new information we've acquired, if we would have rejected the furniture Coleman would have moved forward with charging restocking and shipping fees which is poor business practice Again this is an issue which we addressed several weeks ago during this Revdex.com process We contacted Coleman LESS THAN two days after delivery, which was the very first chance we had to make contact regarding the issues as we have a newborn baby.Regardless of the outcome or path we would have chosen, Coleman is continuing to attempt to charge us fees for issues that should be completely covered either under warranty or good business practice In Coleman's previous response they stated they would replace one sectional piece at no cost to us, with free shipping In this most recent response Coleman is now stating they'll replace the entire sectional but charge shipping fees Why is there now a discrepancy with shipping fees? Why are we, the customer, being penalized for receiving poor quality furniture that should be covered under warranty and/or Coleman's customer satisfaction claim as listed on their website at *** We’ve brought to Coleman’s attention serious warranty and product issues. Yet their response to assisting us with these issues is, “as this is outside of policy and procedure,” because we contacted them after delivery. So is customer satisfaction only adhered to up to point of delivery? Why are issues after delivery outside of policy and procedure? Why are warranty issues not being addressed? Why are there now discrepancies with shipping fees?Why has Coleman been unable to provide proof they were in contact with Ashley Furniture?Why are photos submitted through this Revdex.com communication being disregarded? At this time, as stated previously, the dispute through Capital One Credit will stand. If Coleman Furniture will, 1) replace the entire sectional (minus the ottoman) at no cost to us and no shipping fees, and/or 2) issue a full refund for the sectional (minus the ottoman), then we will drop our dispute through Capital One Credit.
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Sincerely,
*** ***