Smitty's Restaurants

MadelineColeman Furniture understands the customer is upset regarding their purchase. However, the customer placed their order online for a full mattress and was sent an order confirmation that indicated their order was for a White Full Plush Mattress with Foundation. As such no mistake was made on the part of Coleman Furniture. The customer indicated they wanted to return their item and we advised of the return fees. Bedding - which includes mattresses are not able to be returned but Coleman Furniture made and exception and advised customer we would accept the return. Additionally, we have waived part of the return fees associated with the return as a gesture of good customer service. Sharon M***Coleman Furniture

***Customer has confirmed a scheduled delivery date for the furniture on 1/**/This should resolve all outstanding issues.We apologize for the delays until now.Sharon M***Coleman Furniture

*** 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

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,
*** ***

***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 I will wait to hear the resolution of the disputeWe did not request the merchandise that they say is now waiting to be deliveredWhen the merchandise was incorrect for the second time and refused upon attempted delivery we told them we wanted a full credit back at the beginning of MayThey ignored that request by me and went ahead and reordered a new table be shippedI have all of the correspondence and datesI am expecting a full credit which is why I have gone through my credit card to dispute the restocking fee and charges
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
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:
If the furniture was inspected in advance, the flaws and inability for the pieces of the sectional to fit together were overlooked, hence, not a viable inspection.We were unwilling to accept defective furniture, which is completely reasonableIf you met your terms of sale, and had indeed inspected the furniture, this would be a non-issue.You have the legal obligation to deliver what you advertise, not defective items
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture would like to resolve this issue in a manner that is considered fair and equitable to the customerTherefore, if the customer agrees to put in writing that they will drop their dispute with their banking institution...Coleman Furniture will then request the customer
donate their furniture to a reputable charity in the name of "Renegade Furniture Group" Once Coleman Furniture receives the receipt along with confirmation that the dispute has been dropped with the customer's banking institution, we will be happy to fully refund the customer in the amount of $726.75Sharon M***Coleman Furniture

***Coleman Furniture prides ourselves on recognizing when a customer expresses a concern relating to the service they receivedAfter reviewing the images which the customer has providedwe have determinedthat this a natural occurrence that can develop during the transportation of
the productThere is a quick and easy remedy to this issue that can be resolved with the useof a blow dryerThe customer needs to place the blow dryer on high, rub the leather in a circular motion when hotThis will resolve in tightening the leather and give the proper look of thematerialAs for the power cord, Coleman Furniture has already contacted the manufacturer to have a power cord sent to the customer directly. Sharon M***Coleman Furniture

***Customer placed his order 9/**/online for a Luke Leather sofaTotal order of $ He was advised on 9/**/that there was a 12-week manufacturing time frameNovember *, customer was advised of an estimated ship date of mid December At that time he advised he would be out of the country in January and February 2016. In January the customer was advised that there was a delay in shipping from the manufacturer and was offered a $compensation which was already refunded to him. Due to delay in manufacturing and having to wait until the customer returned from his trip the delivery company was not able to get him scheduled until today. Customer has received delivery on 3/*/16.Customer was advised of the time frame for making his order with the manufacturer and what to expect with scheduling.Sharon M***Coleman Furniture Customer placed his order 9/14/online for a Luke Leather sofaTotal order of $ He was advised on 9/20/that there was a 12-week manufacturing time frameNovember 2, customer was advised of an estimated ship date of mid December At that time he advised he would be out of the country in January and February 2016. In January the customer was advised that there was a delay in shipping from the manufacturer and was offered a $compensation which was already refunded to him. Due to delay in manufacturing and having to wait until the customer returned from his trip the delivery company was not able to get him scheduled until today. Customer has received delivery on 3/2/16.Customer was advised of the time frame for making his order with the manufacturer and what to expect with scheduling.Customer placed his order 9/14/online for a Luke Leather sofaTotal order of $ He was advised on 9/20/that there was a 12-week manufacturing time frameNovember 2, customer was advised of an estimated ship date of mid December At that time he advised he would be out of the country in January and February 2016. In January the customer was advised that there was a delay in shipping from the manufacturer and was offered a $compensation which was already refunded to him. Due to delay in manufacturing and having to wait until the customer returned from his trip the delivery company was not able to get him scheduled until today. Customer has received delivery on 3/2/16.Customer was advised of the time frame for making his order with the manufacturer and what to expect with scheduling

MadelineColeman Furniture understands the customer is frustrated in regards to their order, that is why we offered the gesture of good will to them. Our customers are advised from the moment they place their order that all items have to be inspected at the time of delivery to ensure that the items arrive in good condition with no transit damage so we can address any issues. Once a delivery has been completed and no issues are found we are very limited in what resolution we are able to offer. As such, since the customer did not advise us of any issues and decided to forego the inspection process which would have afforded all parties involved the opportunity to resolve the issue we are unable to proceed with any other resolution.Sharon M***Coleman Furniture

***This order - ** *** is set to ship from the manufacturer out tomorrow and be at the local delivery company by the end of this weekWe will put a rush on the order - to get it to the customer as quickly as possible. *** ***Coleman Furniture

*** 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

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]
Missing parts have still yet to be delivered and no delivery time frame has been givenOver weeks and still no delivery of missing parts is unacceptableEspecially for an order that was already delivered late
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** *** %

***We have advised previously that Coleman Furniture understand the customer is frustrated regarding their order. As we have advised the customer and their banking institution while resolving this with them, the incorrectly received item would have been ordered for the customer and could have been delivered to her home while she kept the other two items. There would have been no difference in dye lot as the manufacturer takes steps to prevent that from happeningAs have finalized this with the customers financial institution we will not be refunding the customer.Sharon M***Coleman Furniture

***This customer received this item on 1/**/without indicating any issue at the time of deliveryPlease refer to the document that shows the signed proof of delivery. The customer contacted Coleman Furniture on 1/**/requesting a replacement table top and the customer was advised that the manufacturer warranty has since passed the one year warranty period. With the customer bringing this to the attention of Coleman Furniture again for the second time, the manufacturer warranty is still beyond the one year manufacturer warranty and no further action will be able to be taken.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] First, the statement, “Coleman Furniture has to hold with the belief that today's consumers when purchasing items online are aware of what certain terminology means”, might be the biggest cop out I have ever heard. How can a company make such a grandiose assumption? That assumption cannot be applied to an entire consumer population. That statement is more proof that Coleman Furniture knows they are provided deceptive product descriptions. Coleman Furniture will pull that statement out of their back pocket when they feel they are in the wrong but, want to shift blame back onto the consumer.Second, if Coleman Furniture wants verifiable proof that the term Select Hardwood is deceptive then I will provide it. Since they feel every consumer should know what all industry terms mean then the definition should be easy to find. Right? Well, it is not easy to find. I typed, “Select Hardwood Furniture Definition” into a search engine and was unable to find a reputable source providing Coleman Furniture’s definition of Select Hardwood on the first page of results. However, I did find a reputable guide to buying solid hardwood flooring that talks about the grading system. There is a grade of solid hardwood flooring that is “Select and Better Hardwood” It is the second best grade and is made of solid hardwood Not MDF like Coleman Furniture's definition of "Select Hardwood" After reading the definition of “Select and Better Hardwood”, it would be a completely logical jump to assume that "Select and Better Hardwood" is just another way of saying "Select Hardwood" since there were no results for Select Hardwood. I feel Universal Furniture and Coleman Furniture know that their definition of Select Hardwood is hard to find and when consumers see the definition for Select and Better Hardwood flooring they will assume it applied to furniture as well. Since I just provided verifiable proof that a reasonable consumer cannot find Coleman Furniture’s definition of Select Hardwood I want a full refund since it has now once again been brought to Coleman Furniture’s attention that the term “Select Hardwood” is extremely deceiving. I will gladly donate the table and chairs in Coleman Furniture’s name to a local charity once I receive my refund. I feel that is a win-win solution
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:
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***The customer received delivery of their items on 11/**/ and signed for delivery indicating that all items had been received and were in good condition. There is nothing further for Coleman Furniture to respond to at t his time as we have fulfilled this order for the customer.Sharon M***Coleman Furniture