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:
 
The site where the terms and conditions appear had an error code every time we tried to look it up.  Also, they would not work with us per the delivery company manager.  She simply told us nothing could be done.  The fact that we never received the items and cannot take a sick day from work to wait for furniture is not accommodating to paying customers.  Lastly, the business did not call me back after the manager said they would.  They also cancelled my order without my consent.  We were still deciding on if we could have someone wait at our house but found they cancelled it without verifying with us by phone.   
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],Customer has not been willing to accept any offer that we have presented. What should we do more than just responding the same here?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]
The company has reached out to me twice and keeps advising me someone will call me and come and attempt to repair the damaged furniture however still no one has called me still to this day and I have had this damaged couch in my home for theee weeks now and $100 is a joke for the three weeks of frustration and lies that I am keep being told with. I results given. This company keeps telling lies and they won't even contact via phone they always send an email saying per our conversation and they haven't even talked to meive left messages for the operations manager who won't even call me backvery unprofessional company 
 
 
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:

The company is not agreeing to do anything to mitigate the problems. They are simply trying to advance the delivery that is now two months behind schedule. I am asking for a 20% discount on the products that are at the delivery company or a full refund. Additionally, the cost to delivery after hours should be compensated due to a lack of communication and lies about delivery time.
 
 
 
 
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Sincerely,
[redacted]

[redacted]Order was delivered to customer in perfect condition. In regard to the manufacturer's warranty that we have received - we are working with the customer to get it resolved.We have advised customer that we will send replacement leather via the warranty program and that he has an allotted...

repair allowance of $200.00.  This is costs that we will be covering - even though the local [redacted] reps have studied the photos and determined that the issues with the leather stem from normal wear and tear.Re-upholstering the items will not mean they are not [redacted] items as the replacement leather is shipping from [redacted] and will be installed by a certified tech.This is the most that we can offer on this case.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:

I notified the business within 5 days. If they will not fix or replace the bench due to THEIR delivery hubs lack of care, then I would like to return the bench for a full refund. There return policy online is as follows: "Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return or exchange it within 5 days of delivery." If they will not allow a return of the product, their warranty should cover the damages with either the replacement or repair of the bench. This is not my fault that they delivered a broken item and their hub did not build the furniture like they are supposed to. I was ADVISED to write on the delivery sheet that the items were still in box and not inspected. That should not be allowed by there hub if that does not follow their policy. I would still like a new bench or it repaired.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman Furniture understands that the customer is frustrated.  However, the customer was advised of the cancellation fees when they placed their order with us.  This is part of the terms and conditions that the customer agreed to when they placed their order.  The customer also agreed to the fees when they spoke to our representatives to cancel their order.  As such we have followed our policy that customer was advised of and the fees are valid.  We will not be addressing furtherSharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture had spoken with this customer along with confirming via email on 5/*/17 regarding this matter. The customer agreed both verbally and in a written confirmation to accept a $450.00 refund to keep the furniture in its existing condition and therefore closing the issue. The customer was advised that they would be receiving a check via the mail in  5 - 7 business days. Sharon M[redacted]Coleman Furniture

[redacted]A check from our NY office will be mailed today to the customer's home in the amount of $300.00. This will close out outstanding issues. Once again, we apologize for the issues on this order, and we are pleased that we were able to come to a resolution on this.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:

The damage did not happen after the delivery. I do not understand why this is so hard fro you to understand? 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] Coleman Furniture, in an effort to satisfy our customer will compensate the customer in the amount of $200.0 to keep the item as is.  Customer has agreed to this resolution.[redacted]

[redacted]This customer signed for the order being delivered in perfect condition at time of delivery. Once the paperwork is signed clean, we have no recourse to go back to the delivery company, as the paperwork says that it was inspected and found to be in perfect condition. Customer disputed with...

the credit card company, and they agreed that we followed all steps needed in this case.At this time, we can offer a $100.00 credit towards a future order as a courtesy for this customer. We cannot unfortunately swap the item or take it back at this point.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands the customer is frustrated in regards to the delay and the process by which this has transpired.  We have advised our processing department to refund the customer and the customer will see the refund reflected back in their account within 5-7 business days.Sharon M[redacted]Coleman Furniture

[redacted]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 *, 2016 the customer was advised of a 4-5 week ETA for his item.  Customer received his order on June **, 2016 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 [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]As I have said before, I realize it is not Coleman's fault that problems have developed with the finish on my furniture even before a year is up. I do feel however, that they should have their client's interest first. They did not know as I also did not know that problems would develop, but I think that they could also stick up for me with [redacted] furniture. This is not a cleaning issue and never has either company even wanted to look at the physical set even though I offered to send them the arm of a chair to see what I have been complaining about. Do not know why the manufacturer will not deal with me directly. Hope this mess will be resolved.  Thank you for your time..
 
 
 
 
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:

[Your Answer Here]
How come coleman does not answer the question "where is the delay fee" u want us to accept whenever u deliver? 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman Furniture understands that this is a stressful situation for the customer.  However, when the customer reached out to us and advised us of what was occurring we looked into the issue. We contacted the delivery company that the item was shipped to and delivered to the customer...

from and they have had no instances of nay infestations or occurrences of Bed Bugs.  We also did a general customer survey of orders that where in the warehouse while the customers order was there and found no other instances of this type of issue.  We also reached out to the manufacturer and they advised that they have had no occurrences either.  Unfortunately, due to the fact that  this seems to be an isolated incident, that only occurred on 1 of the 3 items the customer purchased we can not attribute the problem they are having with Coleman Furniture and can not accept responsibility for the issues, particularly based on the fact that  the customer had possession of the item for 6 months and the infestation could have been transported via numerous other modes.Sharon M[redacted]Coleman Furniture

[redacted] Coleman Furniture understands the customers frustration.  We have reached out to the manufacturer to have the correct hardware sent directly to the customer.  Once the customer receives the hardware we will have the Delivery team go out and properly assemble the bed. ...

Customer has been updates by his account manager at Coleman Furniture and has agreed to this resolution. Sharon M[redacted]Coleman Furniture

[redacted] Customer received delivery of his sofa on 7/*/15.  Customer initiated a warranty claim for the sofa and in March 2016 the customer was ordered a replacement item via our warranty program.  Per the terms of our warranty program Coleman Furniture will replace an item deemed to...

have a manufacturer defect under warranty, however the customer is responsible for the shipping fees of the replacement item.  As a courtesy to the customer Coleman Furniture waived the $270.00 shipping fee and the replacement sofa was sent to the delivery company.The delivery company scheduled the customers delivery with the customer for 4/*/16.  At the time of delivery the drivers contacted the customer and he advised he was unable to accept delivery and would not be able to do so for another 2 hours.  Drivers are not able to wait for extended periods of times past the delivery time frame and advised the customer he would have to reschedule.  The missed delivery and re-delivery fee is $80.00 and the customer is responsible for that.  Coleman Furniture has already waived one fee and can not waive any additional fees.  Item is ready for delivery as soon as customer pays fees. Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture apologizes for any mis-communication that may have occurred in regards to their order.  We are watching this order and will try to expedite it for the customer.  IN addition we will refund the customer $50.00 for the delay in their order.Sharon M[redacted]Coleman Furniture