Smitty's Restaurants

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have attached drawing that was sent to me by steven smith. He attached in an email that I was getting above setup. How come I was misgued by the arrangment? The reason for my email was even coleman customer service reps didn't know what configuration I was getting. They keep flip flopping on the layout. 
  
 
 
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Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], 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 $300 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 24-48 hours a person would contact us to come look over the problem, but yet 3 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,[redacted]
 
 
 
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Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 A refund was promised, in full on July *, 2016. I have yet to receive this refund. Once refund is issued, I will be satisfied.
 
 
 
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Sincerely,
[redacted]

[redacted] National Moving, the local delivery partner will have the technician look at the item again.  They have looked over the order and have not been able to find any tears in the item.  They also advised that the mechanism works fine.  They will be creating a video...

showcasing this.We can offer to waive re-delivery fees to help get this resolved and delivered to customer in perfect condition. Sharon M[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:  
 I was going to accept this response, but now I am requesting collateral that I supposedly sent an email stating that the issue had been resolved. I am not worried about compensation anymore at this point, but I will not tolerate false statements.  Thank you,  [redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received a follow up call from “Lori ###-###-####” yesterday who I believe is a Customer Service Manager at Coleman Furniture (although Lori did not identify her company in the voice message).  Lori states parts have been ordered and to call her once those are received.  Then the company will arrange for a repair technician to come to my home to get this taken care of.  I hope the proper parts have been ordered.  To be clear, these are the needed repairs as I reported to Coleman Furniture via email on 3/**/15 (the sofa delivery date):FACING THE SOFA FRONTThree tears in the leather on the back right hand side of the sofa.One tear of the leather on the lower bottom left hand corner of the sofa (found when looking for the serial number label).I will call Lori as instructed once the repair parts are received.Again, I will consider my complaint RESOLVED when the repairs are completed to new quality, to my satisfaction (e.g., leather pieces are well matched and repairs are not noticeable) at no cost to me.  Sincerely,
[redacted]

[redacted]Unfortunately with parts orders, it can take this amount of time, as many parts are shipped from overseas. We are not charging customer for these parts, even though the manufacturer is billing us for them, but we do need to wait until they become available. As soon as they are in, we will arrange shipment.Sharon M[redacted]Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I ORDERED AND PAID FOR A NEW TABLE AND EXPECTED A NEW TABLE TO BE EXCHANGED FOR THE ONE WHICH WAS DELIVERED TO ME DAMAGED.  I REFUSED THE DAMAGED TABLE WITH SO CALLED REPAIRES BECAUSE THATS NOT WHAT I ORDERED NOR EXPECTED. HAD I KNOWN THESE PEOPLE WORKED WITH SUCH A DECEPTIVE NATURE, I WOULD NEVER HAVE ORDERED WITH THIS COMPANY TO BEGIN WITH.THE TABLE BASE WAS VERY OBVIOUSLY DAMAGED & ""THEIR SO CALLED TERMS TO ME WERE "" >>> THE TABLE WOULD BE FULLY INSPECTED BEFORE DELIVERY BY "" THE DELIVERY COMPANY"" FOR ANY DAMAGES.  SO MY QUESTION IS  WHY WAS EITHER THIS NOT DONE OR OVER LOOKED..[redacted]
[redacted]
[redacted]
[redacted]  [redacted]   [redacted]
 
 
 
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Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have never seen this kind of business attitude. Coleman 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) $75 is a reasonable resolution. However, 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 repairs. Coleman 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 repairs. If they made true multiple repair attempts and everything is okay, their claim might be true. However, among four technician visits, they made three unnecessary or incomplete repair attempts. The first two visits were just for estimate, and the third visit was made without a full work order on the seven defects. I 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 more. At 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 parts. Then, we made the complaints on the repaired parts.  Coleman Furniture mentioned "100% manufacturer standards" without showing any evidence. First we would like to know the verification process with the manufacturer and the technician. And we want to talk to them: the representative of Ashley Furniture and the technician. Before 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 set. I showed my friends the pictures of the cosmetic defects after the repair. No 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 $75 resolution for compensating for all the remaining issues. We called the customer service and sent emails about our complaints after the fourth repair attempt. Please let us know where we made that comment. Again, 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 warehouse. We 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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Coleman Furniture still seems unsure whether they admit the furniture was damaged or not. They alternate their stance every time they answer this complaint. I am unsure how they think I can accept a redelivery of this sofa when the same person states a different position regarding whether the sofa was damaged or not. The sofa was damaged and Coleman agreed with me that I would not accept a damaged sofa and that the "deal" would be completed weeks ago. They breached our agreement by delivering a damaged sofa and not completing the transaction in a reasonable time frame. I am unwilling to pay any fees since they breached our agreement.Thanks you,[redacted]
 
 
 
 
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Sincerely,
[redacted]

[redacted]Our manager, Cierra has spoken to this customer and expressed our apologies in regards to how things have been handled to this point.  She has offered the customer compensation in the amount of $100.00 once delivery is complete.  Customer has agreed to this.  The material...

needed to restore the item has already arrived at the delivery company and will be restored ASAP and we will coordinate with the customer and the delivery company to get this resolved.Our management will take care of this order - and we will work to get everything resolved quickly and properly.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands the customers frustration in resolving this issue.  We have reached out to the customer and advised that he will be scheduled for delivery.  We have also discussed compensation with the customer.  We are confident we will be able to resolve this...

issue to the customers satisfaction.Sharon M[redacted]Coleman Furniture

[redacted],Customer placed their order online on November [redacted] and delivery was attempted to the customer on December [redacted]. The customer called us from delivery to report that two of the sectional pieces did not have the correct connectors. The customer was requested to send the pieces in question back...

with the delivery team. The customer instead advised that they were cancelling the entire order and refused to deal with our company any further. Due to the unexpected return, the driver was unable to take the furniture back at the time and a team was sent the next day to retrieve the items.The customer was advised of the cancellation charges. Since we have not been in communication with the customer and we have received another dispute of the charge, we have refunded customer as she was previously advised.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture sympathizes with the customer.  However, our policies and procedures are clearly outlined on website and in our terms and conditions that customers must agree to prior to placing their order.  Coleman Furniture spoke to the customer during delivery and were not advised of any damages or defects on the bed.  Customer was advised of return fees and customer verbally agreed to the fees at that time.Customer has been refunded minus fees and no further action will be taken by Coleman Furniture.Sharon M[redacted]Coleman Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

If I "accept" Coleman's response then it states that the issue has been resolved. I had to check "decline" only because that's the only other option. It also states that I MUST respond so I wasn't quite sure what to do. As stated by both myself and Coleman, we look forward to getting the issue resolved once the proper materials are sent and then repaired. Thank you[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]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 happening. As have finalized this with the customers financial institution we will not be refunding the customer.Sharon M[redacted]Coleman Furniture

[redacted]Customer received delivery and signed delivery paperwork stating that all items had been inspected in perfect condition.  2 days later the customer called and advised that item was damaged on the back edge.  The pictures customer sent show knocks or marks.  We have...

purchased a replacement  in/out back part as a courtesy, and are not charging the customer for this piece.  Customer would be responsible for installation. Had this been notated on the proof of delivery, the delivery company would resolve - but once it was signed for in inspected and perfect condition, we are limited to sending out replacement parts[redacted]Coleman Furniture

[redacted]Coleman Furniture understands that the customer is frustrated.  However, the customer agreed to our terms and conditions when they placed their order.  Those terms and conditions state that the customer has 5 days from date if delivery to advise Coleman Furniture of their desire to...

return the item.  Coleman Furniture clearly states the dimensions of all our products on our website.  As such the customer is responsible to ensure that the items they select are the dimensions they want.  Customer has advised they wanted to return their items and a pick up of the items have been scheduled for 10/*/16.  Customer will be responsible for the restocking fees and shipping charges.Sharon M[redacted]Coleman Furniture

Revdex.com:
I have been refunded the full amount. No more business with Coleman Furniture again!I should have checked their Revdex.com rating before ordering from them!
Sincerely,
[redacted]

**complaint is resolved after much hassle and back and forth on my part.  What I was trying to communicate was their...

practice of business I do not find satisfactory.  When initially ordering with Coleman Furniture they make delivery sound like a great thing.  Not the hassle it turned in to!  The delivery company they hired is not professional.  Their lack of timely communication and missed appointment is what lead to all of this.  Multiple times delivery company told Coleman they had talked to me.  I was calling Coleman back to see where we were at in resolving as I could not get an answer at delivery company or a voicemail returned.  Coleman believed delivery company had communicated with me like they said; they had not.  Coleman Furniture should take a look at who they have representing their name!  Will not do business with them again!  Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]