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: 
I, again, must disagree that the issues I am referring to are considered a customer preference and not poor company standards that the sofa was assembled with such disregard for manufacturing a quality piece of furniture.  Pictures do not really do the looks of the sofa justice.  It would have been nice to find that Ashley would stand behind their product and at the very least have sent someone out to look at the furniture to confirm that, when assembled, it was done improperly.  Which is evident in the tilting seat backs and staples sticking out.
My biggest regret with this furniture is that I did not see how poorly it was assembled when delivered.  I had waited for delivery for 2 months - part of which time I was dealing with damages to the furniture before it was even delivered to me that needed to be repaired, so my main concern when delivered was that the damage had been repaired - never thinking that I should check on assembly and tilted seat backs!  Very disappointed in how Coleman Furniture as the seller and Ashley Furniture as the manufacturer stand behind their product.
 
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 find that this resolution is satisfactory to me and the matter has been resolved.  The business in this complaint that I filed has agreed to replace the defective furniture.  I 
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]
At this time I will retain legal counsel, does that statement look familiar from the original and first complaint that I filed with the Better Biainess Bureau? This is the same statement that was released from them before they sent the same original damaged merchandise  the second time. I will not put the cart before the horse a third time. I have called this business over six times and I have sent numerous emails after the second delivery. Melissa H[redacted] is screening my calls, I've left voicemails and she has not returned my call to this date, I will not beg this company to deliver brand new undamaged furniture that they have already been paid for in full. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman Furniture has issued a check to the customer for a full refund.  It was mailed to the customer at the address we have on file for her and customer has been advised of this. Once received - this should close out issues. Wishing you a great weekend! Sharon M[redacted]Coleman Furniture

[redacted]This customer has initiated a credit card dispute and the dispute is still being reviewed by merchant services at this time.Customer noted on delivery paperwork that there was an issue with delivery.  Customer was offered $300.00 to keep furniture as is and refused that...

offer.  We have also advised customer that we will send a technician to his home to address any and all issues and customer does not want that to happen either.  Customer is refusing to work with us and only wants the item returned for full credit. As items have shipped, we would like to have issues resolved, and have delivery take place - as well as offer additional compensation. Those are the options at this time.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture has actively worked with the delivery hub to ensure this order is promptly delivered. The order was delivered to the customer on 6/**/17. Coleman sincerely apologizes for any delays with the delivery that occurred.Sharon  M[redacted]Coleman Furniture

[redacted]Customer placed his order 9/**/15 online for a Luke Leather sofa. Total order of $1210.00.   He was advised on 9/**/15 that there was a 12-14 week manufacturing time frame. November *, 2015 customer was advised of an estimated ship date of mid December 2015. 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 $50.00 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[redacted]Coleman Furniture  Customer placed his order 9/14/15 online for a Luke Leather sofa. Total order of $1210.00.   He was advised on 9/20/15 that there was a 12-14 week manufacturing time frame. November 2, 2015 customer was advised of an estimated ship date of mid December 2015. 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 $50.00 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 9/14/15 online for a Luke Leather sofa. Total order of $1210.00.   He was advised on 9/20/15 that there was a 12-14 week manufacturing time frame. November 2, 2015 customer was advised of an estimated ship date of mid December 2015. 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 $50.00 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.

[redacted],The order is at the local delivery company, Fidelitone Delivery, and they will be coordinating delivery for this customer. Our scheduling supervisor Lori Crawn will be reaching out to the customer as well, to ensure that this is all handled quickly. Lori will be able to work with customer regarding compensation as well on this order.
[redacted]Coleman Furniture

[redacted]This customer ordered a sectional which was purchased brand new from the manufacturer, and was setup in customer's home in perfect condition. Customer later noted issues, as they have written, and we scheduled a furniture repair company to check out the issues. At this point, we cannot...

replace the entire purchase, we are able to send out a medic for repair. We have filled our obligation on the order, but will continue to service customer with scheduling a repair person (at our cost) if this is possible for customer.Sharon M[redacted]Coleman Furniture

[redacted]
Coleman Furniture recognizes the issue the customer has regarding the re-stocking fee that is being assessed to the order. As a gesture of customer service, Coleman Furniture would like to absorb $50.00 of the re-stocking fee that was assessed to the account. The customer would only be...

responsible for $140.35 of the applied restocking feeSharon 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]
 This is completely false! After being advised I would have to pay almost 1/2 the cost of the actual bed cost I advised the customer service person to hold off on doing anything. Since the movers/installers stated they were paid hourly they stated to take as long as I needed to figure things. I called a couple friends who stated they could just remove the wooden side pieces and screw them in about 4" higher to resolve the issue of the bed being advertised as a platform bed but required a box spring which is not then a platform bed... but again I found an easy solution. After about 30 mins I told the installers to continue with the installing but don't put ont he slats so that I could have a friend come and adjust the side pieces. They agreed and this can all be confirmed with them as well as I do not have any reason to lie.This bed was exactly what I wanted and no reason to return it accept that once they unwrapped the headboard and attached the sideboards the headboard was clearly manufactured incorrectly and defective and the side panels were wonky. Therefore I told the installers/movers to take the bed and I would return it and contact the company when they left as it was defective. I was sure to take the photos necessary as well to have what was needed for proof. When I contacted the company after they left, I was basically called a liar and told I had no choice but to pay half the cost of the bed for shipping (which was free to get it to me) and 25% restock fee which due to the defect is ludicrous!! The customer service I spoke to had quite the attitude and the customer service manager was unwilling to even listen to what occurred. She had her mind made up that she was not going to take this return regardless of what the right thing to do is. When I sent photos again I was made to feel stupid as if I didn't know what the heck I was looking at when I clearly was the one who set the photos. I was told this was to manufacturer standards. To that I laughed as clearly this was a bait and switch. Photos of the bed on the website were NOT what I received as far as quality and she didn't want to listen to anything I had to say just to stick it to me for a manufacturer defect. What amazes me is initially there was no accusations that YOUR company did anything wrong but to not stand behind your product that if its defective you will certainly take it back especially with clear pictures is beyond me, horrible business and theft.    I also inquired as to why online there is NO mention of renegade furniture which is the company slip that I received when the furniture was delivered. Had I known that clearly there are bad reviews on this company and would not have purchase...another bait and switch tactic which I believe is against the law!  Photos are attached of what your customer service manager could not apparently see clearly. The headboard is bend, does not fit properly to the upper part of the headboard and the side panels did not allow the bed when attached to the headboard to lay flat on the floor. I was told by the customer service manager, just put the bed on it, it will lay flat then... ARE YOU KIDDING ME??? That is certainly NOT a satisfactory solution and she should be demoted ... picture 1-3 are the bed before the movers repackaged it up... picture 4 shows the website advertised photo of what the bed and headboard SHOULD look like      
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman Furniture has reviewed all of the documentation provided by the customer and the issue that the customer is referring to is a matter of customer preference and not a manufacturing defect or damage.  As such we would not be addressing this issue as we will not modify the item from the manufacturers intended specifications.  We have verified with the manufacturer that the item is at 100% manufacturer standards.  Sharon M[redacted]Coleman Furniture

[redacted]As we have stated previously Coleman Furniture clearly shows all dimensions on our website as well as indicating the minimum door requirements for all item.  The customer is responsible to ensure they have ensured that their dwelling meets all measurements.  Our delivery team has advised that the entrance did not meet the minimum measurements required and to attempt to deliver the items would have caused damage to the items and possibly the home.   We can not attest to any current furniture she has in her home as it was not purchased from us nor was it delivered by us. As such we would not be taking any further action.[redacted]Coleman Furniture

The situation is not resolved because the company has to replace the damaged pieces ( headboard, both side rails and nightstand) which I have been to have been ordered. I let them know I need this furniture by 10/* or I need a full refund as I have company coming in from out of town and I need bedroom furniture.  If this furniture is not received by or before 10/* I will need to purchase furniture from another company.  Coleman furniture can not guarantee delivery just stated they will update me with estimated dates.  They also will not agree or confirm I will receive a full refund which is what I have ask for now for weeks.  This company had had my payment in full since 7/**.  I have been more than flexible and I have tried to work with this company.  Like I said if I do not receive this furniture by 10/* I DO NOT want it and want a FULL refund

Better Business...

Bureau:
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 just wanted to touch basics with you in regards to my complaint. Someone has reached out to me and came by today 4 days later to look at my furniture (Bed) and chip Night stand.  I was told that the bed was made poorly and that I will receive a call in 3 business days to see what can be done to resolve the issue.Once again I am being inconvenienced, Its been over a month and I have not slept in my bed. I was sleeping on the floor for 2 weeks with my son and staying at friends house and paying them to be there..I have never experiences something like this in my life... I had a good bed and now I have nothing. This is unacceptable.  So now I have to wait for Monday for you guys to decide what the outcome is going to be and if/when they can replace the night stand.. I am very upset and disappointed.. I refuse to wait another month for you guys to figure out this issue and have to sleep on the floor or at friends house when I have a home of my own. I paid rent for my apartment for a month and have not been there so I basically paid $1375.00 for storage for your poorly made furnitureI was also told by one of your representatives that if I wanted to return the bedroom set and get another one I will be charged a 25% restocking fee. and the full value of a new one..After all this trouble I have gone through....This is unacceptable as stated before.  I would like to order another set at    
 
 
 
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 in regards to the delay with delivering his order.  We are working to have this order delivered to the customer and we have advised the customer we will compensate him for this delay by purchasing the 5 year Additional...

Protection Program for his furniture for him.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands that the customer is frustrated with the fact that they have not received their item.  However, it has been fully restored to manufacturer standards.  The legs of the customers dresser were defective and have been replaced.  Delivery has been...

scheduled for customer and customer has been advised that if any issues occur which could not be rectified a replacement would be ordered. Sharon M[redacted]Coleman Furniture

[redacted]In response to customer's request.On 1/*/15 our delivery partner, [redacted], delivered furniture which included a buffet and a hutch. The customer advised via the bill of lading that the "...glass panel in the hutch was too low and the glass was wobbly..." On 1/**/15 a furniture technician was sent to the customer's home to address the issue pertaining to the hutch. The technician provided washers and additional hardware to address issues with glass being wobbly. On 5/**/15, the customer [redacted] advised via email that there was still an issue with the buffet.On 6/*/15, [redacted] advised the customer that we were still continuing to follow up on the issue. On 7/*/15, [redacted] called the customer [redacted] and requested additional pictures of the hutch showing the damage from a distance and from close range so that we can assess how to resolve this issue. The customer advised that he would not be sending pictures because he stated "...he just wanted a new hutch and would not be accepting a technician."  This request was followed up via email as well.On 7/*/15, the customer [redacted] provided pictures via email of the damage to the hutch.On 7/*/15, [redacted] called the customer requesting pictures which showed the hutch from a distance. On 7/**/15, the customer [redacted] sent the requested picture and advised that "I will expect an ETA on my replacement china cabinet today".On 7/**/15, [redacted] advised the customer that we were discussing the hutch with the delivery hub who made the initial delivery. On 7/**/15 the customer advised via email "....I have not gotten an ETA on my replacement china cabinet yet.  It has been over 7 months without the use of this piece of furniture that I paid for last year.  I expect an ETA on the replacement by this evening or I will require a refund and for Coleman to come get the defective china cabinet by Friday.On 7/**/15  [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015.On 7/**/15, the customer advised via email "....While I'm glad you are in contact with the delivery company, that has no bearing on my china cabinet.  I purchased the furniture from your company.  While the delivery company delivered it, the item has obvious manufacturing defects.  Please understand, the only options I am willing to accept at this point are a replacement or a full refund.  Please let me know by 5pm today which I can expect. "On 7/**/15, the customer called [redacted] inquiring  about the status of the replacement hutch. [redacted] advised we were still speaking with the delivery hub to determine a resolution. On 7/**/15 [redacted] advised the customer that we were discussing the hutch with the delivery hub and should have answer by July **,2015On 7/**/** it was determined what parts were needed for the repair to the hutch based on the conversation that took place between the original furniture technician and the new furniture technician that would be repairing the hutch.On 7/**/15 [redacted] was advised from the delivery hub that the furniture technician will be contacting the customer to schedule an appointment no later than July **,2015Please be advised that as stated in our terms and conditions (please see below) Renegade Furniture Company does reserve the right to have the furniture restored and / or repaired at no cost to the customerIf a product is found to have damage, and damage is noted on the delivery receipt; we will send a the necessary parts and correct the problem at our expense. Remedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer.Customer agrees to allow Coleman Furniture, the manufacturer, and/or our shipping agents the opportunity to remedy the damage or defect issue. Customer agrees to accept the remedy selected by Coleman Furniture, the manufacturer or the Coleman Furniture shipping agent.If customer does not allow Coleman Furniture to send a replacement or repair it and would rather cancel the order then let us remedy the problem, customer will be required to pay a 25% 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:This sale and withholding of restockng fees is a known issue with Revdex.com.... and there are 276 complaints of selling defective/inferior quality and then withholding restocking fee of 25%.....The merchant response states I cancelled and they withheld 15% - but in fact they withheld over 24% and this is yet a repeat behavior to Defraud Internet Customers - ( [redacted])  I am reporting this to the Local and Federal Authorities as all Internet Sales have laws that Coleman Furniture/Renegade / Furniture ETC are clearly avoiding in an attempt to misrepresent and actually withhold restocking fees. At no time was NON defective product ever provided or available for delivery Aug [redacted]: Rec'c partial credit less $504.08  (approx 25% withheld)   Aug [redacted] Advised Coleman that a full refund was to be processed as sale and delivery far exceed agreedment and they had failed to honor Sales Purchase according to the LawAug [redacted]  reported to Federal Trade Commission as against the law    ( [redacted])Aug [redacted] -Coleman Furniture sent new pictures and I refused to accept due to very poor repairs and worse than originalJuly [redacted] Felice called my cell and confirmed she had seen original pictures and would arrange for repairsJuly [redacted]: sent email to Coleman Furniture correcting and requesting pictures of sofas - to ensure defects were addressed prior to deliveryJuly [redacted]:  Coleman furniture request delivery only after dispute was removedJuly **:  Delivery was refused due to defective sofasMay [redacted] Internet Order Placed with furniture ETC  
 
 
 
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:
Good Morning [redacted], As Sharon has stated in her reply, Chemika, from [redacted], has left voicemails for me on my cell phone once a week since the delivery of the damaged item was refused.  Chemika’s phone calls to my cell phone ring one time then go straight to voicemail.  The voicemails that she leaves are just reminders that this issue has not been resolved and that she will call back in one week’s time with another status update.  I have not personally spoken to Chemika about this issue, as for some reason the phone only rings one time and goes straight to voicemail and she does not leave a number for me to call back, but I do appreciate that the shipping company is at least trying to reach out to me.  What I do not understand, is why the shipping company is providing customer service for this issue, while Coleman Furniture is not.  My husband and I have called Coleman Furniture on several occasions and received little to no help on each call.  As payment was made directly to Coleman Furniture for this item, I believe that Coleman Furniture’s customer service department should be handling this issue and said customer service department should be providing us with frequent updates on the situation.  Payment was received promptly and fully on this item, and it is frustrating that after almost 3 month’s time, we have nothing to show for it.   As stated in my original desired settlement, I would either like a brand new unit like I paid Coleman Furniture for or, a full refund on my purchase so that I may buy a brand new (not refurbished) unit from a local store, and not have to wait any longer for this issue to be resolved.  Lori C[redacted] from Coleman Furniture spoke to my husband last week and told him that neither of these options would be possible, and that if we wanted a refund that we would be charged a restocking fee of 25% of the purchase price, and that we would also have to pay for the shipping of the wallunit.  I think that this demand is and was unreasonable, since the condition of unit upon delivery was no fault of our own and we were not originally charged a shipping fee for delivery of this item.  If anyone should be paying these fees, it should be [redacted], as they were responsible for the shipment of this item.  Lori also stated that the lead time on replacement parts for the unit was 3-4 weeks out, which means that I may not see a wall unit until July or even August.  This does not sound like a rush to resolve this problem to me.   We have made clear our options for a satisfactory transaction.  Coleman Furniture has stated that they will not agree to any of the options. I thank you for your time and do hope that we can promptly resolve this matter. Sincerely,[redacted]
 
 
 
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