Smitty's Restaurants

[redacted]Coleman Furniture would like to resolve this issue in a manner that is considered fair and equitable to the customer. As previously conveyed a few weeks ago......Coleman Furniture requests the customer donate their furniture to a reputable charity in the name of "Renegade Furniture Group"  Once Coleman Furniture receives the receipt along with confirmation that the dispute has been dropped with the customer's banking institution, we will be happy to fully refund the customer in the amount of $726.75. The other option that Coleman Furniture is offering would be for the customer to keep the furniture along with the corresponding new replacement cushion and casing that was sent to address and resolve the issue at hand. Sharon M[redacted]Coleman Furniture

[redacted], Customer received delivery of his items and the lock for the curio was defective.  At the time of delivery the lock was returned to the local warehouse and we reached out to the manufacturer to receive a replacement lock.  The lock was received and a certified technician was...

dispatched to the customers home to install the lock.  Unfortunately the door the lock attaches to has a manufacturer defect and the lock was not able to be installed.  We have reached out to the manufacturer and are at this time waiting on information from the customer to enable us to resolve this problem. During delivery the customer also indicated that the reclining function on the power sofa was not functioning properly and a reclining mechanism and power motor was ordered for the customer.  The customer was advised that the once the part was received a certified tech would be sent to completely restore the item to 100%.  Coleman Furniture has been in constant contact with customer including as recently as 6/*/16 and customer has indicated his willingness for us to resolve the issue as we have outlined. Sharon M[redacted]Coleman Furniture

[redacted] Customer received their items on January *, 2016.  At that time the customer inspected their items and signed the delivery paperwork stating all items had been received and were in good condition.  Customer contacted Coleman Furniture on February **, 2016 and advised Coleman...

Furniture that he was noticing the 2 pieces comprising the sectional were not even and were sitting at different height.  Customers issues were addressed through our warranty program and a replacement was ordered for the customer.  As our warranty guidelines detail if a replacement item is supplied to the customer then the customer is responsible for replacement shipping costs for the item.  As a courtesy we reduced the cost of the shipping by $50.00 to the customer but would not be able to waive the fee in its entirety as Coleman Furniture is proving a new item to the customer at Coleman's cost.Customer has indicated that he has a preference to keep the portion that has been deemed as being needed to be replaced.  We are unable to accommodate the customer as that piece has been deemed defective and as such we would not be able to match up a corresponding piece to make the unit a whole. Sharon M[redacted]Coleman Furniture

[redacted]Coleman Furniture understands that the customer is frustrated in regards to their order.  Their items have arrived at the local delivery company and is currently undergoing the inspection process.  As soon as it passes inspection the customer will be scheduled for an immediate...

delivery.  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:On 1/**/16 I saw that the charge was back on my card because the dispute was in the favor of Coleman Furniture because they were working with me to repair the furniture. I contacted Coleman and spoke with Eric on 1/**/16 he told me that he would have to contact the delivery company to find out what was going on with the furniture. This was the only communication that I had with the company since 12/**/15 when the furniture was picked up from my house to be repaired. I talked to Melissa on 1/**/16 and she assured me that the furniture had been repaired to 100% manufacturers specifications and ready to be redelivered. I got the contact information from her to contact the delivery company, on 1/**/16 I went to the warehouse to inspect the furniture and I found it in a corner barely protected by 2 moving blankets(refer to picture). When the furniture was pulled out I inspected it and nothing had been repaired and the furniture had more marks on it because of improper storage of it. I sent Melissa pictures of the damage again, and I let her know that I had given Coleman furniture the opportunity to remedy they issues and after 7 weeks the furniture had not been repaired, that this was unacceptable and I wanted a full refund. I have continued the dispute with my bank because Coleman has my money, they have the furniture and did not repair it like agreed. Once again Coleman Furniture has lost contact with me when Melissa told me that the manager, Mendel would follow up with me. Today makes it 8 weeks and 1 day that they have had the furniture and I have not heard from anyone at Coleman Furniture since 1/**/16 at 11:18am when Melissa told me "I spoke with Mendel this morning and he is working with the delivery company on your items. As discussed yesterday he said he would contact you mid day" No one has contacted me. I want a full refund because I have given them ample time to resolve the issues and they have not.
 
 
 
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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:

They need to get their facts straight or not lie about them. The complaint about the sofa was made 3 weeks after delivery NOT till march 2016. Otherwise why has it taken all this time to and I have emails showing about shipping parts and scheduling repairs for it? You may have it in March 2016 due to when that's finally they decided to replace the whole sofa instead of sending more parts and trying to fix it. I have missed 2 unnecessary days of work, each one was due to a mistake of Coleman and one of the delivery company. The first one the delivery company cancelled on me after waiting on them for 4 hrs. The second day, Coleman sent the repair part to fix the sofa to some random address I never provided and didn't notice till the tech got to our home and asked if we had the repair part in which Coleman didn't even send it to them neither and nothing was done. I would not say you guys waived anything as a courtesy because its taken over a year to complete an order. Im a Contractor and if I made an agreement with a customer and didn't fulfill my job on the time given or stated I would get liquidating damages. Coleman has taken 4 TIMES its advertised delivery dates stated, I will pay the 80 dollar fee when I send you and pay my invoice for the 2 days of missed work and backcharges for Coleman incompetence to fulfill an order right and on time.   
 
 
 
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], and have determined that my complaint has NOT been resolved because:

I have never ordered any partial furniture from Coleman Furniture when they took my payment over the phone. So, if they do not have the complete set, I need to cancel the order and get my full refund back $6,180.00 to purchase from some where else.Thanks![redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman Furniture has been actively working with this customer in an effort to have this order scheduled based on the customer's preference and choice. In speaking with the designated delivery hub and the customer, the entire order has been scheduled for Tuesday, 8/*/17. Sharon M[redacted]Coleman Furniture

Madeline Coleman Furniture has been in contact with the customer and advised her that any storage fees for her order would be waived and not be passed on to her and that she would be assessed no additional charges. This should now resolve outstanding 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: [Your Answer Here]The response they gave is partially correct. .Coleman said "The customer has since advised of additional concerns which Coleman Furniture had investigated."This is not correct, there were no additional concerns, I stated that from the beginning that the problem is with all 3 pieces, when technician visited she only fix one piece and said she will need additional appointment to come back and fix other 2 pieces, after that Coleman changed the whole story and claiming that they resolved the issue which I am denying from the beginning.Coleman also stated that upon their investigation it is up to manufacturer standards, I don't know are they trying to lower the manufacturer standard rather than fixing the issue? If thats the case I should approach Ashley (the manufacturer) as well asking them to clarify their "standards". I do have Ashley store in my area and I personally went there to check the pieces myself to make sure the difference that I have in my delivered pieces and their store model. Upon a thorough investigation of the additional concerns.voiced by the customer, it was determined that the furniture was up to manufacturer standards. As a gesture of good will, Coleman Furniture offered $100.00 to the customer.  I have attached the pictures here in case Coleman is missing any info, Yes they did offer $100 as a gesture of good will, I did send them my response but after that they didn't bother to response. My emails are attached as well.I am unable to attache the copy of the emails due to the limit of only 4 attachments, but here is the summary. May **: Michael M[redacted] (Coleman Furniture) advised me that they received the final report and all issues were resolved. (which is wrong and lie).Same day I responded telling them this is not correct and relisted all the issues again.May **: I was keep sending them the reminders and their another Rep Name Eric T[redacted] acknowledged the issue and assign the tech to work on this issue, he also ordered parts as well.They also scheduled the different Certified Technician this time and setup the appointment 7/**May **: Same old tech visited and left in 1 hour, only fixed one chair and said she will come back once I reschedule another appointment. I told coleman this story on May [redacted]. Jul **: I was keep sending email every week since May [redacted] and I got the reply from Lori on Jul [redacted] informing me that Eric is no longer with the company and they are currently sourcing another technician to complete this work for me.Aug **: Lori said everything is fixed and upto 100% manufacturer standards, and offered $100 to compensate.Aug **: I responded back telling them the issue is not fixed and they need to fix this as promised.Question is until Jul [redacted] they were souring another technician to complete the issues and by Aug [redacted] they decided this is not an issue anymore?? and everything suddenly comes to 100% manufacture standards?Sorry to say but you can see the pictures by yourself, if thats the standard, I shouldn't pay $900 a piece for this, for this standard it should be price not over $300 / piece.Aug **: Sent another email asking the update as well as telling them this is not new request for repair, this is still pending issue, and they are making new excuses not to honor what they agreed before, but got no reply.Sep **: requesting them to update me on this issue, it looks like they are closing my issues without responding and resolving in their system. I got no reply.Sep **: asking them to update on this issue.Sep **: Lori responded telling me the same this that its upto 100% manufacture standard blah blah and technician completed her job.Oct [redacted]: I asked them the question did they see the pictures, did they see the holes on the corners? did they see the bad leather? why they ordered parts if they not going to complete the job?They sent the technician to replace leather on 3 pieces why the tech left only changing leather on 1 piece and told me she will come back once I fix another appointment another day? and tech told different story to coleman?They keep closing the issues in their system infect this is not resolved yet and finally I thought to use Revdex.com route to see if that solve this before I head to the court for civil lawsuit. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

[redacted]We understand that the customer was disappointed that her delivery did not happen as planned originally and that there was damage found during her delivery. We want to ensure that the customer receives a quality product.   We have ordered a replacement item for the customer and will...

compensate her in the amount of $75.00 for the inconvenience she has experienced.Sharon M[redacted]Coleman Furniture

[redacted] Customer placed order on 11/**/15.  On 12/*/15 customer was advised of a 3-4 week ETA.   Item was delivered to the customer on 12/**/15.  Within the given ETA.  There were issues noted during delivery and we advised the customer to keep the item in their home and it would be addressed with an in home technician.  We ordered parts for the customer and a [redacted] had scheduled to pick up the item to restore on  1/**/16 and return it to the customer.  Customer refused to allow that to happen and cancelled the appointment.  We are sending a technician to the customers home to do the restoration.  We are waiting for the technician date at this point.Customer has been updated at all times. 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 as I have stated many times before the quality of the chair is poor. The wood cracked and fell apart and all they did was replace it with the same cheap wood. The quality of the chair is not up to standard. When the Caster fell off after the wood broke it already scratched my brand new hardwood floor. I did not ask them to pay to fix my floor however I do not want replacement parts that are the same poor quality as the chair itself. I spent almost $8,000 there in furniture and all I asked is a refund on one chair that was very very poor quality. They just bully you until you go away and I'm not going to go away I want a refund I spent $500 on a chair that's not even worth 50
 
 
 
 
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]
 Missing parts have still yet to be delivered and no delivery time frame has been given. Over 3 weeks and still no delivery of missing parts is unacceptable. Especially for an order that was already delivered late.  
 
 
 
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 is unacceptable and I was threatened if I cancel the order I will be charged 25% restocking fee this furniture is not coming to my house I do not want to do business with them and if there's a delivery truck in front of my house they will be escorted by police enforcement agency.  If I do not receive a refund within five business days I will start a litigation claim.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Coleman understands the customer is frustrated, however, we fulfilled the order for the customer.  Customer ordered a New Generation White entertainment Center.  In the product description on our website...

at [redacted] you can see the description of the item as Cream/Distressed Non White finish.  In the fluorescent studio lightning that the item is photographed in the item does have a white look to it.  Which is why we ensure that the we identify the fact that it is non white in our description.We explained this to the customer during the delivery process and customer wanted to return the item.  As per our terms and conditions that the customers agree to when they place their order there is a cancellation fee.  Part of that fee does include shipping and is clearly outlined in the terms and conditions that customers agree to when they place their order.  Customers are not charged shipping for their original delivery, however, if a customer cancels, refuses, or returns their order then there are charges that are applied.[redacted]Coleman Furniture

[redacted]This customer has been updated by our manager as recently as 9/**/15.  The correct part is being ordered from the manufacturer and customer will be updated with ETA as soon as it is available.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]
Hi, I want to make it clear I never received the couches. So they're charging me the return fee for something I don't have. I told them I want the refund they offered, but I want to leave this complaint open until they refund my full amount. I'm still short $446 for them to restock this broken couches.  Once again, the couches are sitting in the warehouse damaged and never delivered to me.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] The customer received all the items on their order except an armless loveseat that had to be replaced.  That item has shipped from the manufacturer and is at the local delivery company.  The customer will receive a call to schedule delivery of their final item within 3-4 days and this will completely resolve all issues the customer had.Once again we apologize for the issues involved. [redacted]Coleman Furniture