Smitty's Restaurants

***The correct table, but incorrect chairs shipped out to this customer. We advised the customer that we will have the correct chairs shipped to him However customer has advised that they do not want the order now and has cancelled. Since we shipped the wrong chairs customer
will not accept the order and has advised he will cancel. He advised he is disputing and will not pay any fees and wants a complete refund. We have tried working with the customer, offering compensation, and exchanges, but customer will not accept any resolution Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is frustrated. However, all of our dimensions are clearly listed on our website. When customer placed their order the exact dimensions were listed for the chair. As such, Coleman Furniture can not be responsible if the
customer is unhappy with the dimensions.Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is frustrated. We understand that the item was packaged incorrectly by the manufacturer and that the customer has an incomplete bed set. We have reached out to the manufacture and the correct item has been sent to the
customer. The customer is scheduled for delivery of the correct items for 10/*/16.Sharon M***Coleman Furniture

***Coleman Furniture would like to help address the issues that the customer has brought to our attentionColeman Furniture has offered to source and schedule a technician to resolve the issues the customer has expressedThe Jayron sectional has the cushion backs and arms that are 100%
leather, the remainder of the sectional is comprised of a combination of polyester and pvcPlease note, this description is clearly indicated via the Coleman Furniture siteIf the customer decides to allow Coleman Furniture to source a technician, we will be happy to proceed with ordering the necessary parts and scheduling the technician. Sharon M***Coleman Furniture

***Coleman Furniture understands the customers frustration and wants to get this issue resolved . The customer ordered a living room set. The manufacturer inadvertently sent and incorrect item. This was caught during delivery and customer was advised she could keep the out
of correct items in her home and the 3rd would be delivered to her as soon as we received the correct item from the manufacturer. Customer was concerned about the color matching and dye lot issues and we assured the customer that the items would be of the same color dye lot and there would be no color mismatching - customer refused to accept her delivery and refused to wait for the correct piece to be sent - as such - with a cancellation of her order fees would be assessed We can deliver the items to the customer - including the correct item she wants if she would like to accept her delivery. Sharon M***Coleman Furniture

***Coleman Furniture has been working with this customer in an effort to have this matter resolvedColeman Furniture spoke to the customer and advised them that the a new mirror along with the corresponding hardware was orderedand will be delivered and installed at the customer's homeThe
customer was satisfied with this proposal. Sharon M***Coleman Furniture

***Coleman Furniture has already spoken with this customer and advised the customer that she would be receiving all the necessary parts within - business days. All the necessary parts have shipped via UPS on 3/**/and 3/**/17 directly to the customerThe estimated arrival for the parts is 3/**/17...once the customer receives these parts this will address the issue at hand. Sharon M***Coleman Furniture

***Coleman Furniture understands that the customer is disappointed in the delivery process. However, we make it very clear to customers when they place their order with us in our terms and conditions that based on their delivery area there might be restrictions or delays in
delivery. We also advise that if they are not able to be available for delivery that they could possibly make arrangements for a second party to accept their delivery for them. As the customers items have shipped and arrived at the local delivery company, which is why we were trying to schedule their delivery, there are fees that would be assessed if the customer does not accept delivery and cancel their item. As this area is only serviced on Tuesdays the customer would have to make arrangements to accept delivery on that date. Sharon M***Coleman Furniture

***Coleman Furniture wants to make sure we address any damages or defects our customers have with their furniture. We have done that in this case. The issue that the customer keeps referring to are customer preference issues and not defects or damages. As such Coleman Furniture will not be addressing any further concerns.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 becauseI did try to dispute this purchase via my credit card company without realizing that they do NOT arbitrate directly with the merchant but rather with the merchant’s bank and are limited in their ability to helpOnce the merchant submits a signed delivery receipt that shows the customer accepted merchandise in good order, the credit card company said they have to allow the merchandise charge to pass to the customer whether or not considering ALL ASPECTS of a case would warrant otherwiseThe signed delivery receipt prevents the credit card company from disputing furtherMy credit card company is NOT agreeing that Coleman “followed all steps needed in this case” as Coleman states above but rather they cannot pursue this further on our behalf due to procedural restrictionsIf I had fully understood the credit card company’s policy and dispute procedure from the onset, I would not have wasted any time (approximately months) seeking their helpThis is why I am now reaching out for assistance from the Revdex.com to help arbitrate directly with Coleman FurnitureWe did sign a delivery receipt stating the merchandise arrived in “good” conditionAt the time of signing the receipt, my husband and I believed the sofa was in “good” condition until we found CONCEALED DAMAGES (i.e., torn leather) right after the delivery men’s departureColeman’s web site states “*** *** *** ** *** ** ** *** *** *** *** ** *** ** *** ***”Upon seeing this damage as soon as the delivery men left, I REPORTED the concealed damages IMMEDIATELY WITHIN MINUTES by making several phone calls first to the drivers (to return immediately and take the sofa back, which they said they would do but never returned), then trucking company, and finally Coleman FurnitureOur intent was to rescind the delivery receipt, mark it as unacceptable, and refuse the goodsI have telephone records to support our immediate action taken to try to rectify this delivery problemColeman’s offer of a $credit towards a future order does not fix my sofa and is totally unacceptableThis is not FAIR REMEDIATION when we paid Coleman Furniture $in exchange for a brand new, undamaged leather sofa and this is not what their delivery team left me withI should not have to incur any additional charges to rectify this matter as damaged goods were delivered to my homeReputable furniture companies would certainly want to work out a resolution that is fair and meets their client’s satisfaction
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

***Coleman Furniture understands the customers frustration regarding their order. We have spoken to the customer and the delivery of her items has been scheduled. We have also advised the customer that we will refund her in the amount of $as compensation for the delays in her
delivery.Sharon M***Coleman Furniture

***Our After Care supervisor Eric spoke with customer Monday 7/** and advised him of the technician assigned, and date of tentative appointment being 8/**/with the option to call them to try to re-schedule. We ordered parts as documented and told him about it as well.
He was thankful and did not mention anything about a Revdex.com complaint posting. We have ordered the necessary parts to resolve the customer issues reported with their sleeper sofa, and have assigned a technician to address and install the parts. The agent assigned to their Warranty claim was traveling from New York to Florida and did not have internet access to provide an update to the customer, however the agent made contact with the customer the following business day. The repair plan of action was agreed upon with the customer and the follow up on parts will occur within weeks from 7/**/2015, on or by 8/*/This was communicated to the customer verbally and in writing on 7/**/2015.Additionally, our delivery services do not include removal of existing furniture, as this is not part of our sale and delivery processWe do not haul away old existing furniture nor do we advertise that we will offer this service.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 disagree with Coleman Furniture's replyPlease refer to my complaint for more detailsAround January *, Virginia Deer of Coleman Furniture told me clearly delivery was scheduled for February ** and that I'd be contacted via email prior to finalize a time for February ** deliveryBut they NEVER emailed me--yet again! All told, it took about a half year after I've paid in full to receive the sofa--it's way, way, way too long by any standardThe case is NOT closed until I have received another $compensation for repeated, major delays and loss of use--including, but not limited to the entire holiday season in December,
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Sincerely,
*** ***

*** Happy New Year - This delivery took place on 12/** and customer received all items in perfect condition.Wishing all a great day.Sharon M***Coleman Furniture

***Coleman Furniture has been actively been working with this customer in an effort to have this matter fairly resolvedOn 8/**/Coleman Furniture had requested that the customer provide the corresponding video that the customer had advised they had which would further demonstrate the
issues with the chairOnce the customer provides this video, Coleman Furniture will be happy to further look into this matter and work towards a fair and equitable resolution.Sharon M***Coleman Furniture

***Coleman Furniture understands that this customer is unhappy with the order process. However, we stand behind how this order was handled.Customer placed their order online on July *, and at that time was advised of a 4-week shipping date from the manufacturer. Customer was again notified on July **, of an estimated ship date of 7/**/16. At that time the customer did not advise us of a wish to cancel their item. As per our terms and conditions that the customer agreed to at the time they placed their order, they are unable to cancel their order after their item has shipped without paying feesThe item shipped from the manufacturer to the local delivery company on 7/**/16. Customer was in the routing/ scheduling portion of their order when she contacted us on 8/**/to advise she wanted to cancel her order. As such customer is responsible for cancellation fees.All delivery time frames are estimates and customer is advised that actual delivery time frames may vary depending on route availability.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]Yes, we have filed a dispute with credit card company Yes, they offered us $compensation, but only after we filed a dispute We were told they would send someone out to fix the problem but after waiting for this person for a very long time we decided to file a dispute Coleman furniture told us that within 24-hours a person would contact us to come look over the problem, but yet weeks went by and nothing We finally filed a dispute and at that time were told they would only send someone out if we cancelled our dispute The entire process should have been avoided if we were able to send back the product on day of delivery as instructed We were told ,"no" when we tried to send a damaged product back We followed their instructions by calling there phone number on day of delivery if there was and issue and also tried sending it back that day Finally, when told no, we wrote on the contract damaged goods Why would we want to keep damaged goods???Thanks,** *** ***
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Sincerely,
*** ***

***Coleman Furniture understands the customers frustration in regards to the delay with this order. We apologize for the delay in getting this issue resolved. We have ordered the correct item from the manufacturer and verified with them that it is correct. It is shipping next
week and we will be compensating the customer for the delay that they have experienced.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.
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:
Hello, I am declining this response as there is no resolution to the issue statedAt the time of delivery, several defects, including the wobbly legs were mentioned to the delivery companyThe statement by the business below that the technician fixed the wobbly legs is inaccurate as I performed that work myself as the desk was about to fall overAgain, I reported these issues again, outside of delivery, a day or two after deliveryThe technician identified the desk as defective as did the manufacturerI am happy to proceed with the warranty process but will not be held accountable for any shipping costs to replace a desk that arrived defectiveI will consider $in compensation to keep the desk and close this matter.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***