Smitty's Restaurants

[redacted]Coleman Furniture understands that the customer is frustrated in regards to the issue they have described.  At the time of delivery we were not advised of any issues with the item.  Customer contacted us 2 weeks later to advise of the issue, at that time we advised we...

would look into it and get back to her.  Customer advised us by email later that day that the issue had been resolved.  We have contacted the customer and offered a minimal compensation of $25.00 as we were not aware of any issues nor were we allowed the ability resolve the issue if there were one at the time of delivery.Sharon [redacted]Coleman Furniture

[redacted]Coleman Furniture understands that the customer is frustrated in regards to the length of time it has taken the customer to receive her order.  However, we have previously updated the customer that there was a delay in shipping her order.  If the customer wants to cancel her...

 order she would have to contact us here at Coleman Furniture and advise us of such and we would discuss that with her.  We have reached out to the customer today and left a voice mail asking for a call back to update her so we can move forward.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 item was absolutely NOT delivered free of damage and defects. Coleman Furniture is attempting to have the sofa repaired and redelivered to me even though we entered into an agreement on April [redacted] that I would not accept a damaged or repaired sofa. Their reply in this case is 100% inaccurate and the exact reason that I no longer am willing to do business with them and am requesting a FULL 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:

This response is laughable. She is making it seem like they had this long discussion with me to assure me the colors would match. This is the [redacted] I have even heard the words: dye lot. The conversation was brief because the rep seemed like she didn't know how to handle the situation. I could hear a male voice in the background trying to assist her. The reason why I chose to wait to have all items delivered together is because I ordered 3 pieces and expected all 3 pieces to be delivered together. Her use of the words refused delivery makes it seem like they were at my door with the furniture and I refused to accept the delivery. This was of course not the case. I was given an option and elected to wait mainly because I couldn't keep taking days offs for multiple deliveries and I wanted them to make sure the pieces of the sectional all fit together. What was I going to do with half a sectional and they couldn't even tell me when I would expect delivery. I had no idea that it would take another 4-6 weeks for delivery. My decision to finally cancel was because it was taking to long for them to fill the order based on my immediate need for furniture. They never initially disclosed the item was out of stock, which would require additional time. I cannot believe this response even still mentioned about delivering the furniture when I received an email from my account manage on 7/** that they had processed my refund and the order was cancelled. Just proves my point that this company does not know how to effectively communicate. This complaint will be resolved once my credit card has been credited. They can keep the restocking fee because I am over them and their lies.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST [redacted]wer the question above.
Sincerely,
[redacted]

[redacted]Customer was continuously advised of back order and shipping status of items.  Order arrived at delivery company August * and had damages.   Customer was advised of what was happening and was advised that as the replacement item was due to the hub shortly that we would not do a...

split shipment.  Nobody at Coleman ever advised customer of a delivery date.  Customer was offered a split delivery and declined due to the fact that she did not want items that had been restored.  We advised customer that items were at 100% manufacturer specifications and that we could deliver.  Customer has advised that she no longer wants to speak to us and that she will be disputing her order.  We have offered the customer a discount to keep as is and accept delivery.  Customer has declined.At this time it is an open dispute. Once the bank confirms - we will be able to resolve further.Sharon M[redacted]Coleman Furniture

[redacted],As previously stated - we followed all steps on this order, and had to reroute the whole shipment. Restocking fees were unavoidable in this case as items had shipped.Sharon M[redacted]Coleman Furniture

[redacted] Customer refused delivery of her item and after  it was fully restored as per our terms and conditions that all customer agree to when they place their order she would not accept re-delivery.  Customer was advised that if she refused to allow delivery of her items her order would be deemed cancelled and she would be refunded minus fees as per our terms and conditions.  Customer spoke extensively with members of the management team at Coleman Furniture and would not accept delivery.  Customer was refunded minus fees.  Customer has initiated a dispute for the purchase with her financial institution and Coleman Furniture has submitted all supporting documentation to them to resolve this issue. Sharon M[redacted]Coleman Furniture

[redacted]This customer ordered online where we provide detailed information regarding the  items including the direction of the sectional, product skus, individual pictures, and layouts. One of the layouts is provided by the manufacturer [redacted] - and is for dimension reasons - to help...

figure out how much total space is needed. This customer incorrectly thought they were getting the opposite configuration than what they ordered.  The website correctly displays what the customer ordered and their order confirmation that they received also showed the customer exactly what configuration they ordered.We have advised the customer that to return this and get the opposite configuration they would have to pay fees.  Customer refused.  Customer accepted item at time of delivery.We can send this item back to the manufacturer - and we are willing to pay the restocking fees for the customer, but the customer will have to pay return shipping fees on this item.
[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] First, the statement, “Coleman Furniture has to hold with the belief that today's consumers when purchasing items online are aware of what certain terminology means”, might be the biggest cop out I have ever heard.  How can a company make such a grandiose assumption?  That assumption cannot be applied to an entire consumer population.  That statement is more proof that Coleman Furniture knows they are provided deceptive product descriptions.  Coleman Furniture will pull that statement out of their back pocket when they feel they are in the wrong but, want to shift blame back onto the consumer.Second, if Coleman Furniture wants verifiable proof that the term Select Hardwood is deceptive then I will provide it.  Since they feel every consumer should know what all industry terms mean then the definition should be easy to find.  Right?  Well, it is not easy to find.  I typed, “Select Hardwood Furniture Definition” into a search engine and was unable to find a reputable source providing Coleman Furniture’s definition of Select Hardwood on the first page of results.  However, I did find a reputable guide to buying solid hardwood flooring that talks about the grading system.  There is a grade of solid hardwood flooring that is “Select and Better Hardwood”.  It is the second best grade and is made of solid hardwood.  Not MDF like Coleman Furniture's definition of "Select Hardwood".  After reading the definition of “Select and Better Hardwood”, it would be a completely logical jump to assume that "Select and Better Hardwood" is just another way of saying "Select Hardwood" since there were no results for Select Hardwood.  I feel Universal Furniture and Coleman Furniture know that their definition of Select Hardwood is hard to find and when consumers see the definition for Select and Better Hardwood flooring they will assume it applied to furniture as well.  Since I just provided verifiable proof that a reasonable consumer cannot find Coleman Furniture’s definition of Select Hardwood I want a full refund since it has now once again been brought to Coleman Furniture’s attention that the term “Select Hardwood” is extremely deceiving.  I will gladly donate the table and chairs in Coleman Furniture’s name to a local charity once I receive my refund.  I feel that is a win-win solution.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
We have processed this 75.00 refund for the customer.Please see copy below.Print ReceiptMerchant: Renegade Furniture Group[redacted]
[redacted]US###-###-####Order InformationDescription:Order Number:P.O. Number:Customer ID:[redacted]Invoice Number:[redacted]Billing InformationShipping Information[redacted] [redacted]
[redacted] [redacted] [redacted]
**Phone: [redacted]Fax: [redacted]
[redacted]Shipping:0.00Tax:0.00Total:USD (75.00) MasterCard [redacted]Date/Time:**-Aug-2015 08:37:06 PDTTransaction ID:[redacted]Reference Transaction ID:[redacted]Transaction Type:RefundTransaction Status:Refund/Pending SettlementAuthorization Code:Payment Method:MasterCard [redacted]Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands and empathizes with the customer regarding their issue with their drawers for the chest. Coleman Furniture has proceeded with contacting the manufacturer and ordering replacement drawers. The drawers will come completely assembled from the manufacturer and will...

be shipping directly to the customer. As a gesture of customer service for the issue that transpired with this specific instance, Coleman Furniture would like offer a refund of $50.00 to the customer. Sharon M[redacted] Coleman Furniture

[redacted]Coleman Furniture wants to resolve this issue for the customer and understands they are frustrated.  We have been in contact with the customer and have advised her that we are working with the manufacturer to get this resolved.  The needed parts for the delivery company to get this...

resolved are being sent and the customer will not have to do anything except receive delivery of their order.  We have advised the customer that we will compensate them in the amount of $100.00 for the delay in getting their chair.  The chairs came in a package of 2 and cost the customer $372.00 for both so we are already compensating well over 10% for the item that had an issue.  We will not be compensating any further than that and we will update the customer as soon as the chair is ready to be delivered.  Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture has contacted the manufacturer and determined that the necessary parts are available which will rectify the issue that the customer has illustrated. The parts have been ordered and will be shipping to the delivery hub, Once the parts have been inspected by the delivery...

hub...the customer will be contacted to schedule a delivery.Sharon M[redacted]Coleman Furniture

[redacted] This customer has disputed with their credit card and per Merchant services the dispute was resolved in the customers favor and the funds were returned to the customer 11/**/15.  The customer still has the merchandise in their home.  There is nothing further for us to do to resolve this with the customer. Please advise if the customer has been advised differently by their bank - but as far as we were notified, all funds should have been returned to customer. [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 repair made it look worse than the original. I am simply asking for the repair to be done again OR replace the couch. The pictures attached show the poor work done by the technician. And no one contacted me with a $100 compensation after I complained about the repair.Thank you.[redacted]
 
 
 
 
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 is frustrated regarding the delay in delivery for their order.  As there was some issues with locating their desk we have cancelled that part of their order and refunded them in full for the desk.  The customers bookcase is ready for delivery and the customer has been made aware of this.  The local delivery company is attempting to schedule their delivery and we are waiting for customer to schedule. Sharon M[redacted]Coleman Furniture

[redacted] Coleman Furniture has advised the customer that we will [redacted] the slats needed for the bed to her.  This will rectify the concerns she had.  Customer states she thought the bed came with shelf and dresser underneath because that is what was shown on the...

picture. However, our website clearly states Bed shown with Bookcase and Dresser for illustration purpose and Bed only, Bookcase and dresser sold separately.  As Coleman Furniture has completed the order for the customer any returns the customer wants to do would be with fees attached as customer was advised. 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:

Coleman Furniture's web site had incorrect photos and images posted.  Because of their incorrect photos and diagram and confusing information the incorrect item was sent to us.  The web site had multiple item numbers shown which were incorrect and confusing.  Using their web site photos and diagrams we ordered to the best of our ability.  Since we filed this complaint the company has change some of their images.  However, we have screen captures showing what the web site looked like at the time we ordered the sectional.The image attached shows how the web site looked when we ordered the sectional.  Coleman Furniture by changing the diagram image for the item we order acknowledges that they had the incorrect diagram posted on their web site.  The diagram that was present at the time we ordered was the sectional we wanted.  We ordered based off that diagram and the photos.Due to the way the company has handled our complaint we do not desire to wait an additional 6 weeks for them to correct this mistake.  We are requesting a full refund due to their inaccurate web site.  If someone had showed me a couch in person, but then delivered a different couch, then I would expect a refund as well.  Since this is an online order, the best way we have to see the product is through the company's photos and diagrams.  Since they had incorrect photos and diagrams posted for the item, the wrong item was sent to us.On May [redacted] sent us an email requesting a photo of the sectional in our living room that we received.  We immediately sent her a photo of the sectional in our living room as well as the images we captured from their web site.  We have not received ANY communication from Coleman Furniture since then.  They have not contacted us regarding a return item number or if they will refund our money.Thank you for assisting us with this deceitful company. 
 
 
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 is frustrated in regards to the delay they have had in having their complete item delivered to them.  Unfortunately there was a mistake in shipping and the entirety of the customers order was not shipped.  We have reached out to the...

manufacturer and the proper remaining item has been shipped to the local delivery company and is en-route.  We have verified with the freight company and the item has an ETA of one and a half weeks.  The customer has been advised and the local delivery company will make this order a priority to have delivered to the customer.  We have also advised the customer we will compensate her for the delay.Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands that the customer is frustrated.  In our terms and conditions that all customers agree to when they place their order we advise that all delivery time frames are estimates and that we do not guarantee a delivery date for any orders when customers place their order. All customers are advised that based on their delivery address, the local delivery company will schedule their delivery at the first date available but that due to the customers location there might be additional time customers must wait for delivery.The customers order arrived at the local delivery time and customer did not want to wait for the delivery date to their area.  Customer cancelled their order and was refunded minus restocking fees as outlined for cancellations in our terms and conditions.  We have refunded the customer based on their unwillingness to wait for the delivery date foe their area.Sharon M[redacted]Coleman Furniture