Smitty's Restaurants

[redacted],We have worked with the customer, and made this gesture, even though the original order was filled as advertised. Please have customer reach out directly to the head of customer care - Felice C[redacted] at ###-###-#### and reference this response - who will assist in getting this resolved...

for the customer.Thank youSharon M[redacted] Coleman Furniture?

[redacted]Coleman Furniture has looked into this matter regarding the customer's concern. It has been confirmed that the delivery has been scheduled and confirmed with the customer for 3/**/17. Sharon M[redacted]Coleman Furniture

[redacted]Customer placed their order on September **, 2016 and on September **, 2016 was given a 4 week ETA.  Our terms and conditions that all customers must agree to when they place their order advises that all ETA are estimates only and there can be delays due to such things as product...

availability, transit times and delivery time frames. They also state that  if an item arrives at the delivery company and is not at 100% manufacturer standards we will restore that item prior to delivery.  Parts have been ordered from the manufacturer to restore the items and once they arrive and are installed the customer will receive an immediate delivery.As compensation for the frustration the customer has experienced we will purchase the Additional Protection Plan for the customer.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 am not concerned with the delivery company or the manufacturer. The evidence of bed bug carcasses indicates long term infestation suggesting the warehouse in my opinion. A general customer survey is not satisfactory. I will not be satisfied until you show proof of a proper investigation with a professional exterminator endorsement that there are no bed bugs in the warehouse where my couch was stored.
 
 
 
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Sincerely,
[redacted]

[redacted]We do set up the furniture in customer's home - but if a sofa comes assembled - we do not break it apart and reassemble it. Customer is given on the website all information for dimensions of the sofa - and we bring it fully assembled into the home. This is done on every white glove delivery order. 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 response from the manufacture shouldn't take this long. From the first complaint to this company about the defect they was informed that the cut was off and the cut still remains off from the second product I received.  How much longer should I continue to wait?  It's been about a week now.  I've sent pictures, had a professional come out and assist and the problem at hand still remain the same.  As a customer I believe Coleman Furniture should refund my money, pay for shipping if they want the product back or consider this a loss and refund Affirm Finance their monies and have Affirm close my account out as paid in full.  I will then be willing to find someone local or near by with the hopes of  getting this table fixed.   
 
 
 
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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]
 Leather does not flake off, it wears but doesn't flake. As I indicated I was told it was not leather by a reparable dealer.I asked Felice C[redacted] (Director of Operations) twice if this was genuine leather and she would not give me an answer.  If I receive something  in writing from Felice C[redacted] indicating the set, I have, is genuine 100% leather then I would be inclined to accept Coleman's proposal.Note: Would Coleman pay to have an independent leather expert look at the set. Thank you
Thank you 
 
 
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Sincerely,
[redacted]

[redacted]Coleman Furniture  would like to resolve this matter in a fair and equitable manner. As a gesture of customer service, Coleman Furniture would be willing to absorb $50.00 of the $350.00 shipping charge that was quoted to the customer. The customer would then be responsible for $300.00 of the shipping charges. Once the customer provides the payment for the shipping charges, Coleman Furniture will proceed with ordering the new replacement item.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture has been attempting to work with this customer via our warranty program.  Customer is declining to do so.  The customer received their order and signed the delivery paperwork indicating that the item had been received, inspected, and found to be in good shape with...

no defects or damages.  Customer then contacted us six months later advising that the item had broken.  Per our warranty program we advised we would replace the item, however, the customer is responsible for shipping charges.  The customer has declined.  Coleman Furniture is paying for the cost of the sofa, the customer is responsible for shipping charges.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:

 
 
 
 
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 legs to the dresser were/are not damaged. We have them at our house. This is the first I've heard about damaged legs and replacement of the legs. I'm attaching pictures for your reference. The first picture, coleman1, is of the dresser as it was delivered to us originally. The dresser was damaged upon arrival (even though Coleman assures all its customers that the furniture is fully inspected before delivery). The 2nd and 3rd pictures are of the "repaired" furniture. This is what Coleman considers repaired and 'restored to 100% factory standards'.  We have agreed to have the dresser delivered a 3rd time b/c Coleman advised us that if we refused delivery it would be considered a return and our money would be refunded minus shipping and a 25% restocking fee. We don't want a repaired dresser. We want a replacement, however, Coleman is making it difficult for this to happen by insisting that their policy is to repair first and then replace the damaged item. If 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.
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 only refused delivery at the initial delivery of inspection when the delivery company attempted to make be take damaged furniture on 2/**/16.  After encountering employees exhibiting poor Customer Service; without assisting on the situation, I ask for a Manager over Coleman; in which I was directed to Felice C[redacted].  Felice contacted me, and told me she would like the opportunity to repair the furniture, if the repair was not at 100% of my satisfaction, she would replace with new furniture, or provide me with a FULL refund.  After I reviewed the pictures, I could see air bubbles, and indentation of the f[redacted] in the extremely detailed tables edging.  I told Felice what I saw, and she told me she would provide a full refund or NEW replacement, via phone. I have not received any correspondence from Felice, who I understood is the only person; in which Coleman designates to handle issues of this magnitude, as of the last email request I submitted asking for specific information as to proof if the furniture was new, or an attempt to sell me pre-damaged furniture. As I told Felice, another new table, and 4 chairs ( in which 2 of those were damaged, and were not included in the pictures to confirm repairs were done, this was also a breach of Coleman's agreement, made verbally by Felice).  In addition, included in the pricing and order is a table padded top; in which Virginia Deer with Coleman was managing the order.  The table pad was scheduled to be delivered in March.  Coleman stated Federal Express delivered the table pad to my home address, and left if on my front porch.  I have never signed, nor received the table pad.  Nor has Coleman provided any type of documentation, for recovering the table pad, or refunding my money for another item I have not received.  My Bank has also issued a case against Coleman, and recovered $930.00.  The remaining amount is still under investigation.  However, I have not received further correspondence from Coleman.  Amount due for refund from Coleman $559.00]. Also, if you look at the original invoice purchase date, Coleman went back and altered the original invoice on 1/**/16, to show Coleman CANCELLED the order.  I did not cancel it.  As I stated, whoever damaged it should have been responsible, and full new replacement would have been acceptable.  I also confirmed many many times that the furniture would not be damage. I was told repeatedly Coleman has a 10 check point service, and white glove care.  In which, when I ask to provide records to confirm, Coleman ignored my request.  Issue is still ongoing and opened. Sharon was not the person who made these commitments, or participated in these verbal conversations, and my emails to Felice was not directed to Sharon.
 
 
 
 
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 am rejecting this response because all they did was copy and paste what they originally said. I want an answer to my first rejection. I will either pay $100 for delivery (Which I DO NOT feel I should have to do, a REPUTABLE company would pay for delivery of a replacement for a defective piece of furniture) or I want them to fix the side couch that's defective - at no cost to me. I  will continue to reject their response until I'm satisfied.
 
 
 
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Sincerely,
[redacted]

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:

[Your Answer Here]
 This company is refusing to refund a restock fee.  They offered me a 10% discount on future orders.  Fool me once shame on you.  Fool me twice shame on me.  After my experience with this company I don't understand how they could think a future order would even be an option.  I am very disappointed to say the least.  I would have to spend another $2334.00 with a company I have no faith in in order to break even.  I will be disputing this with [redacted] once again.  This is not fair.  They don't hold inventory they are a drop shipper who doesn't stock any items.  Why should I pay a restock fee.  Further Howard M[redacted] confirmed no order was ever even placed.  Which is probably why they refused to give shipping details.  Buyers please stay away.  Even if you have to pay more you will thank yourself because you will have nothing but regrets and time wasted dealing with this company.  I have spent the last 4 months dealing with this and it has been nothing but frustrating.  They do not care about customers.  Too big to fail.  I beg new buyers to please stay away.  This company is terrible and should really be reprimanded for the way they treat people.  
 
 
 
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'm sorry, but I don't agree with this. I do not think a time frame of Dec. [redacted] 2016 to February [redacted] 2017 (84 days) is reasonable to let a customer wait on a functional working couch. You gave us two confirmations the couch would be delivered on a specific date, only to find out the day after the delivery was supposed to occur, that it was not working properly. After the two confirmations the couch would arrive in working condition, we sold our old couches because we didn't have room to store them and you made it clear you needed the area cleared. In addition, you did not fully compensate us for your issue as you are making us pay a restocking fee for a couch that never got delivered.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]We apologize again for the issues on this order. Check #[redacted] in the amount of $100.00 was sent out from our office on Wednesday and customer should receive it within a few days, via [redacted] mail. This was as per customer's request. This should resolve all issues on this order.Wishing you a...

wonderful holiday weekend!Sharon M[redacted] Coleman Furniture

[redacted] Customer placed order in June and received order August 2014. 
Customer was aware of delivery time frame and had no issue with it at
that time.  Customer refused delivery of her dining room set as the
table was damaged on 8/* - we advised the customer we were ordering replacement and would update her
with an ETA.  On 9/* customer would not accept re-delivery.  Customer
initiated a dispute and the dispute was settled in our favor.  Customer
does not want to accept delivery.  We have advised customer of
cancellation fees and customer does not want to accept the fees.   Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands the customer is upset, however, we want to resolve this issue for the customer and have ordered replacement rails that have shipped from the manufacturer.  The customers order will be delivered and completed and we will compensate the customer...

$75.00 for the delay.  If the customer wants to return the order fees will be assessed. Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture has researched this matter and determined that the furniture that was delivered up to manufacturer standards and the furniture was accepted by the customer without indicating any issues at the time of delivery. Additionally, regarding the warranty claim, since Coleman Furniture paid the shipping charge for the initial delivery, the customer would be required (as clearly indicated via the warranty claim form) that the customer would be responsible for the shipping charges on any and all warranty replacement items.  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 company provided a lack of follow up with their responses regarding the return of the couch. I have email chains to provide from when I contacted the company originally to when they finally called to say they were coming to pick up the couch and they range over a months time. The company has no wiggle room when applying charges yet has no follow up or customer service to support their needs. I would have been happy to oblige if the company had communicated properly and considering I called to return the couch the DAY OF receiving it, they should have arranged for quick pick up, without additional fees. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]