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 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] 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

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 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

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:

  As I stated in my complaint, I cancelled the order based on the mis-represented delivery time. I will not accept anything less than a 100% refund. 
 
 
 
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]
You were not authorized by us to cancel our order!  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman Furniture understands the customer was not happy with the furniture she received.  However, there was not any problems with the furniture the customer just did not like it.  As such, there would be fees associated with the return and the customer was advised of such. ...

We advised the customer of the fees and once she agreed we advised the delivery company to reach out to the customer to arrange a pick up of the item when they were in her area.  The customer then called us after they delivery company had attempted to reach her multiple times and advised us to have them stop calling her as she was keeping the couch.  as such there is nothing else for Coleman Furniture to do.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture was contacted by the customer after the outlined 5 day return period, therefore the order was not able to be returned back to Coleman Furniture.  Coleman Furniture did work with the customer regarding the outlined warranty process. Within the context of the warranty form that the customer had completed and acknowledged, one of the offered options was to contact the manufacturer to see if parts were available. The manufacturer was contacted by Coleman Furniture and the necessary parts were found to be available and were sent to the customer to address the issue at hand. Sharon M[redacted]Coleman Furniture

[redacted] This customer placed their order with Matt back in June of 2015.  We delivered the item on 7/**/15 and the customer signed for delivery stating the item had been inspected and was  in good condition. We have had no correspondence with the customer with her advising that...

there was a problem with the order until [redacted] when customer called in advising there were issues with the item, we sent customer warranty forms and have not heard back from her as of yet.  Customer disputed their transaction with their credit card and the dispute wa resolved in our favor.Guardian Warranty is an extra protection plan that we sell, we do not administer the plan and therefore would not be able to address any issues that the customer is having with them not speak to how they have advised the customer to resolve any issues. Sharon M[redacted]Coleman Furniture

[redacted]We have been working with this customer, and will continue to do so until the issues are resolved. [redacted] Delivery - our white glove partner has been working on getting a furniture tech to access the extent of the issue. Please have customer contact our head of customer care, Felice C[redacted]...

at ###-###-#### so that we can get a speedy resolution on all outstanding issues.Sharon M[redacted]Coleman Furniture

[redacted]Coleman furniture sympathizes with the customers frustration.  However, we have we contacted the delivery company that the item was shipped to and delivered to the customer from and they have had no instances of any infestations or occurrences of Bed Bugs prior to or since this customers items were in that location.  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.   As such Coleman Furniture will not be able to accept responsibility for what has occurred.  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 $75 refund does not remedy the situation that I have waited 8 weeks for a piece of furniture.  I want a full refund and I do not want the furniture reordered.  I've waited too long and have given them more than one chance to make the situation right.  
 
 
 
 
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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID [redacted].  The response is partially true; I was able to finally receive my sofa so as far as the price I paid for the product my complaint has been rectified. However, the explanation given by the company is not 100% accurate. The problem with the initial delivery was not that the sofa would not fit, it's that the moving company was resistant to having to deliver the sofa when it would not fit in the elevator and was difficult to work with to the point that they ultimately stopped trying and left my apartment, with my sofa. Two months after my purchase, I finally received the product I paid for.My complaint regarding the service I received from this company has not changed. The customer service I received was abysmal, and the restocking fee I was told would be charged should the situation occur where the sofa would not fit into my apartment should not be allowed. A 40% restocking fee should be a crime.I hold firm to my initial belief that this company's business practices should be further investigated.
Sincerely,
[redacted]

[redacted]We are committed to taking care of issues - but our responsibility was to deliver the furniture in perfect condition, and to address any warranty claims with the manufacturer.We have covered everything possible on our end for this case.[redacted]Coleman Furniture

[redacted]We have re-ordered the parts for this customer - once they arrive we will send a tech.Parts were originally sent from [redacted] on 4/*/15 via [redacted] and delivered to customer on 4/*/15.We ordered Complete in/out back and RAF in/out arm for the recliner.Sharon M[redacted]Coleman FurnitureEric is re-ordering the parts for this customer - once they arrive we will send a tech.Parts were originally sent from Ashley on 4/3/15 via Fed Ex and delivered to customer on 4/8/15.We ordered Complete in/out back and RAF in/out arm for the reclinerEric is re-ordering the parts for this customer - once they arrive we will send a tech.Parts were originally sent from Ashley on 4/3/15 via Fed Ex and delivered to customer on 4/8/15.We ordered Complete in/out back and RAF in/out arm for the recliner

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:

Although we appreciate Coleman's response, they've stated they will charge us shipping fees should we choose to have the entire sectional replaced.  This is a blatant discrepancy from their previous response stating they wouldn't charge us shipping fees to replace one sectional piece.  This new solution is simply unacceptable.   In our previous communications we've stated that on the day of delivery a bad storm was approaching and the delivery drivers were in a hurry (which was understandable). Furthermore we were never advised that we had the option of rejecting the furniture and what the implications would be if we did so.  In hindsight, and with the new information we've acquired, if we would have rejected the furniture Coleman would have moved forward with charging restocking and shipping fees which is poor business practice.  Again this is an issue which we addressed several weeks ago during this Revdex.com process.  We contacted Coleman LESS THAN two days after delivery, which was the very first chance we had to make contact regarding the issues as we have a newborn baby.Regardless of the outcome or path we would have chosen, Coleman is continuing to attempt to charge us fees for issues that should be completely covered either under warranty or good business practice.  In Coleman's previous response they stated they would replace one sectional piece at no cost to us, with free shipping.  In this most recent response Coleman is now stating they'll replace the entire sectional but charge shipping fees.  Why is there now a discrepancy with shipping fees?  Why are we, the customer, being penalized for receiving poor quality furniture that should be covered under warranty and/or Coleman's customer satisfaction claim as listed on their website at [redacted] We’ve brought to Coleman’s attention serious warranty and product issues.  Yet their response to assisting us with these issues is, “as this is outside of normal policy and procedure,” because we contacted them after delivery. So is customer satisfaction only adhered to up to point of delivery?  Why are issues after delivery outside of normal policy and procedure?  Why are warranty issues not being addressed?  Why are there now discrepancies with shipping fees?Why has Coleman been unable to provide proof they were in contact with Ashley Furniture?Why are photos submitted through this Revdex.com communication being disregarded? At this time, as stated previously, the dispute through Capital One Credit will stand.  If Coleman Furniture will, 1) replace the entire sectional (minus the ottoman) at no cost to us and no shipping fees, and/or 2) issue a full refund for the sectional (minus the ottoman), then we will drop our dispute through Capital One Credit.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]As we advised the customer - the order is expected to ship from [redacted], the manufacturer on 6-20 and arrive at the local delivery company a couple of days later. We will keep the customer advised as the order moves along - and we remain committed to resolving all outstanding issues for this customer.We would also like to offer $100.00 compensation on the order due to the issues on this order.Please keep us informed if we can further assist with this[redacted]Coleman Furniture

[redacted]Coleman Furniture understands the customer is frustrated in regards to this issue.  As the delivery of this item was signed for indicating there were no issues we are not able to assist as previously noted.  As a gesture of good will we will compensate the customer $50.00 for the issue they have experienced.Sharon M[redacted]Coleman Furniture

[redacted]We apologize for the issues with this order. Parts have been ordered from the manufacturer Coaster Furniture for the TV stand.  Per the parts department, they will be shipping to her via [redacted] very soon.  Customer was advised of this earlier today.   The Ashley items have...

an expected load date of 6/**/15 and we advised customer of that today as well.  [redacted]Coleman Furniture