Smitty's Restaurants

[redacted]This customer received her delivery and has advised of problems with her foot-board.  The foot-board was returned to the hub and restored.  The delivery company delivered to the customer and advised us that the item was delivered with no problems.  Customer however advised...

that she contacted us at time if delivery and advised us of issue and noted on the delivery sheet that there were issues.  On the delivery BOL there are issues clearly noted on it, so we are limited on being able to go back to the delivery partner.We will be sending the needed parts to the customers home to resolve the issue and that when the parts arrive we will send a technician to properly install them. We will cover these costs for the customer.Please confirm - and we will make the arrangements for 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:

A manager from the business did call me yesterday to discuss this issue. I was offered an option to refund the amount for hutch/buffet. But, I had to reject it, as they offered to refund only for hutch/buffet. I have some pieces (table/chairs) of this dining set sitting here in my home and we intend to have the entire set to be delivered. I requested the business to either deliver the entire order or cancel the entire order and take away the dining table/chairs from my home and refund for the entire order. That was rejected by the business.The business advised that they will work on delivering the remaining pieces of the set (hutch/buffet) by end o May 2016. But, no guarantees were given in this regard. I have no confidence in the business delievering on this timeline, as the earlier promised timelines were conveniently neglected without any notification. I was also offered some conpensation for the delay in processing this order (it's been 4 months since I placed this order and my credit card charged). I did request detailed information in regards to the compensation be spelled out in an email. I haven't received any response yet from the business manager yet.
 
 
 
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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've thankfully ordered bed from a different company and received the bed quickly . All I'm asking for is my cancellation fee back I've seen where it's not that big of deal from the other complaints from coleman .I still feel like they can return my cancellation fee as I told the lady I was cancelling when she ordered replacement part the second time . This can go on and on but I'm not wanting a bed that could never show I'm just wanting my cancellation fee back.
 
 
 
 
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] Customer is scheduled for delivery today 11/* for a full white glove delivery and setup in room of choice. We hope that this will resolve all outstanding issues. Thank you 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]
 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 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

[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]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

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

[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]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

[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]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]Coleman Furniture has been extensively working with this customer towards resolving the issue with ottoman. Coleman Furniture proceeded to source, schedule and absorb the cost to resolve the issue with the ottoman. On 4/**/17,a certified furniture technician went to the customer's home and resolved the issues with the broken frame. The ottoman is now up to 100% manufacturer standards and the issue has been resolved and completed 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]

[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

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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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 never agreed to wait an indefinite amount of time for the delivery of the desks.  As I stated, copied and pasted verbatim what was the time frame in the email (2-4 weeks) was the time frame given to me.  If your argument for not refunding 100% of my purchase price is based on your position that you do not guarantee the delivery time, then that needs to be stated in the confirmation email as a caveat to the shipping time.  It should have stated that this was not guaranteed.  My order did not leave the manufacture's warehouse until 8/**, as I was told, so I knew that Coleman Furniture dropped the ball or the manufacturer, or the shipping company.  I should not be responsible for a penalty since that was the case.  I did not agree to any terms and conditions.  I placed the order.  I got an email stating 2-4 weeks.  That was fine.  I did not agree to further than 4 weeks.  It's simple.  Coleman furniture gave me a time frame.  It was not met.  Not my fault.  Order Cancelled.  Refund 100% of my money. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] The local delivery company lost the armless love seat for this customer.  We have ordered a replacement item for the customer.  The ELD is 4/*/16 from the manufacturer and the customer has been advised.We will work on getting this rushed to the customer, and would like to...

offer a 5 year protection plan free of charge for compensation due to the delay involved. We apologize for the issues involved, and are committed to getting this resolved.[redacted]Coleman Furniture