Smitty's Restaurants

[redacted]Coleman Furniture understands that the customer is unhappy.  Delivery time frames are estimates and since we have exceeded our estimated time we have offered to compensate the customer for that inconvenience.  We apologize to the customer for the delay and any inconvenience that she has experienced.  We have refunded the customer minus cancellation fees as she has advised she will not accept delivery.  We will not be refunding any further.  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 correct, we have been reimbursed after winning the credit card dispute.  We are still stuck with a damaged product that we now have to figure out what to do with it.  I am willing to take care of the damaged product just so this entire thing can be done and over with.  If they want it back, I would love for them to take it off my hands.I do still believe that the Revdex.com should make this case known to other clients and it should affect there company rating.  This has been a nightmare and other customers need to be aware.  I would appreciate a letter from Coleman furniture apologizing for this huge headache and acknowledging they were in the wrong and steps they are going to do to help prevent this from happening in the future. I am totally willing to move forward, but I also want to make sure others are aware of this problem.
 
 
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 PROBLEM IS THAT WE DID REPORT TO THE TEMPORARY (NON FURNITURE ) DRIVERS THAT THERE WAS THE SAME TYPE OF BLEMISH ON THE TABLE TOP.  IN THE TROUBLES OF ALL OF THE CHAIR NAILS MESS AND NONE OF THEM BEING LEVEL.....THEY JUST DID NOT WRITE DOWN THE BLEMISH ON THE TABLE.  COLEMAN FURNITURE HAD THEIR FURNITURE TECH COME OUT AND WHEN HE FIXED THE CHAIRS IN 2 SEPARATE APPOINTMENTS, HE CLEARLY STATED "MANUFACTURE DEFECT" AND WANTED TO TALK TO COLEMAN FURNITURE AT THE 2ND APPOINTMENT...WE CALLED AND WERE ON SPEAKER PHONE....THEY DID NOT WANT TO DISCUSS IT AT ALL.   HIS NAME IS MARK AND IF NEEDED I CAN HAVE HIM DISCUSS THIS MATTER WITH BOTH OF YOU...........THANK YOU VERY MUCH FOR YOUR CONSIDERATION, AND AGAIN; WE SHOULD NOT BE PUNISHED DUE TO TEMPORARY HELP THAT COLEMAN FURNITURE HIRED THAT DAY NOT UNDERSTANDING THEIR JOBS OR DOING THEIR JOB PROPERLY.
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 filed an A-Z claim with [redacted], and at this time, I have been fully reimbursed. The claim that this company tried to reach out to me after they sabotaged the attempts at resolution is completely false. My attempts to contact this company after December [redacted] were completely ignored, and they even intentionally ignored the [redacted] claims department, which then delayed my claim being processed in a timely manner. I had to reach out to the senior most leadership in the [redacted] Payments department to get this resolved, over 10 hours of my time invested to do so.Coleman did absolutely nothing to address their mistakes, their delays and trying to shove a damaged product on me. [redacted] did that. Coleman ignored me, refused to offer a discount, or a full refund both of which were only asked for after considerable delay and lies told from this company. My complaints with them stands, and will stand, until I get an apology for wasting my time, stealing my money, and then promising and implementing a company wide policy based on customer satisfaction and not retaliation (since a third party had to pry a full refund out of their hands.) They didn't even't have the decency to do so theirselves, or respond to this complaint with a real attempt to make amends, using a copy and pasted response from their HR manuals instead.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman understands that the customer is unhappy about the issues that arose at the time of their delivery.  All items are inspected when they arrive at the local warehouse and are then delivered to the customer.  Unfortunately there are sometimes issue that occur during delivery...

that may make the item become damaged.  Due to this Coleman Furniture has procedures to rectify any such possibilities.  During the check out process all customers must agree to these conditions and policies by agreeing to our terms and conditions.Coleman Furniture has sent all the necessary parts to rectify the customers issues to their home and a certified technician has been to the customers home to completely resolve the issues.  Coleman Furniture has verified with the certified technician and the manufacturer that the item is at 100% manufacturer standards.  The technician has had to revisit the customer multiple times as the customer has been unhappy with the restoration and continues to find fault even when the items are verified to be at 100%.  The customer has to understand that as leather items are created from the hide of an animal they are never 100% identical, and as such there are always slight variations.  Due to the customer having this issue Coleman Furniture has compensated the customer in the amount of $75.00 after their items were verified to be restored to 100% manufacturer standards and at the time we did that customer was OK with that resolution.  Sharon M[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.
Sincerely,
[redacted]

[redacted]Coleman Furniture recognizes the frustration that the customer has experienced pertaining to this order. On 3/*/17 the customer spoke with a customer care agent where they were updated that the order was back-ordered until mid March 2017.  The customer had been offered as compensation...

the Guardian Protection Plan to offset the delay in the order shipping from the manufacturer. The customer accepted the compensation of the Guardian Protection Plan along with willing to wait for the order to ship. If the customer decides they no longer would like to wait for the order, they can contact Coleman Furniture . As long as the item has not shipped from the manufacturer, the customer would be able to receive a full refund. Sharon M[redacted]Coleman Furniture

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.  This is [redacted] my issue has been resolved I've received my refund from Coleman 
Sincerely,
[redacted]

[redacted]Coleman Furniture realizes the customer is frustrated, however we stand behind our warranty program.  The customer originally contacted us August **, 2014 which is a year and a half after the delivery of their item and indicated to us that the mattress was experiencing issues.  As...

the mattress was covered under the warranty program we sent the customer warranty instructions and a form to fill out and return.  The customer returned the completed form to us which indicates that if an item is covered under warranty and warrants replacement the customer is responsible for shipping costs.  On August **, 2014 we advised the customer that we would need the shipping costs paid before we could order the item.  At that time the customer advised he did not want to proceed.    We have had no information regarding the other issues the customer has identified.  We will honor the warranty for the mattress once the customer pays the shipping costs.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture has contacted this customer in an effort to have this matter resolved. Coleman Furniture has provided the customer with the respective return terms. Once the customer confirms via email , Coleman Furniture will process the refund less the corresponding restocking fees. Sharon M[redacted]Coleman Furniture

[redacted]This customer purchased a Saddlebrook Antique White Cocktail Table.  The description of the item states that it is "Crafted with Poplar/Pine Solids with  wood products.  As it states wood products the item is not advertised as solid wood.  The item is as advertised. ...

If a customer chooses to return their item there are restocking fees that are assessed that the customer agreed to at the time they placed their order in our terms and conditions.  As a courtesy we would offer the customer a $50.00 discount as the item is as described. Sharon M[redacted]Coleman Furniture

[redacted] Customer contacted us during delivery when having an issue with the furniture. Customer was offered and accepted a $150.00 credit on the order - to keep as is. Later customer wanted to send back furniture - which was not possible once accepting the keep as is offer.We have worked hard...

to resolve outstanding issues on this order - but we do have limited options, as the credit was processed and agreed upon by 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]
 
Dear Sir / MadamAs mentioned in complaint, order was laced with coleman furniture on April ** not May [redacted],  i was informed that it will take 4 week to received the order but it's almost 3 month (12 week) now. As mentioned in the reply from coleman furniture that I will receive the delivery by July *, but its July [redacted] while writing this response but I haven't received any response yet and neither the furniture is delivered.  No compensation is offered to mitigate the delay of 2 month  Please get the truthful reply from Coleman Furniture and what short of compensation was offered / offering for the same. Much thanks [redacted] [redacted] 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted],The order is at the local delivery company, Fidelitone Delivery, and they will be coordinating delivery for this customer. Our scheduling supervisor Lori C[redacted] will be reaching out to the customer as well, to ensure that this is all handled quickly.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture spoke with the customer on 10/**/17 to advise him that his two bookcases are scheduled to arrive at the delivery hub on 10/**/17. Once the bookcases are inspected by the delivery hub the customer will be scheduled for the delivery of his entire order. The customer had advised he was satisfied with this update.  Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture has made attempts to resolve this issue pertaining to this order. The item in question has been fully restored and is up to 100% manufacturer standards. On 10/**/16 the local delivery company contacted the customer directly to schedule delivery and was advised by the...

customer that they were not accepting delivery and should call back in 30 days schedule. The item is ready for delivery once the customer calls back the delivery hub to scheduleSharon M[redacted]Coleman Furniture

MadelineColeman Furniture had previously ordered the necessary parts...[redacted] has advised Coleman Furniture that the parts have been lost in transit. Coleman Furniture has since placed another order for the necessary parts with the manufacturer. Once the parts have shipped, the customer will be...

provided with the corresponding tracking information.Sharon M[redacted]Coleman Furniture

[redacted] Coleman Furniture understands that the customer is frustrated in regards to their order.  We are attempting to work with the customer to resolve all issues. 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 response from Coleman Furniture absolutely does not resolve my complaint.  I was advised by Coleman's representative that I would have the merchandise delivered in 4-5 weeks.  Not only did this not happen, if it were an estimate, Coleman would be outside of that window later forecasting that it would be late August before I received the merchandise.  As I stated in my complaint, I ordered the merchandise in good faith that it would be delivered in plenty time before I resumed academic duties.  I was told that I should have the merchandise before that.  I did not.If Coleman really meant that delivery would have been in 8-10 weeks (as the end of August would be), then I should have reasonably been informed that it would take that long, then, I could have gotten more information, shopped with another merchant and/or made a different consumer decision.  It is clear that Coleman wrongly advises customers of delivery dates because it is not able to keep up its false pretenses.  It is bad business for Coleman or any other company to misinform customers and then charge customers for such.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]In regard to manufacturer's warranty, we are happy to assist, and we will pay for the furniture tech's costs, however the manufacturer will not replace the furniture at this point. We are here to assist the customer, but we are not the manufacturer, and we need to go based on what they consider defective.Sharon M[redacted]Coleman Furniture