Coleman Furniture

I finally received my bedroom set TWO entire months after placing the order. When asked if order could be canceled the sales rep recited the return policy to me stating that the customer has 24 hours after ordering to cancel the order or the customer will have to pay a 15% restocking fee. So 15% of 1,200. No thank you. Once the bedroom set arrived and was assembled I was not happy with one of the nightstands. In order to exchange the nightstand for the one I wanted I would be charged a 15% restocking fee PLUS shipping ($223) the same amount as the nightstand! No problem, just call corporate office, am I right? Wait, no such thing. And the "supervisor" who is just above the sales rep is the HIGHEST on the chain of command (what I was told). So basically no solutions just disappointment.

Second order:

Purchased a sofa table on 12/19. Today is 2/13 and have yet to receive table in one piece. I was contacted stating that the table had a broken leg and would be delivered once part is replaced. After a few more weeks of waiting I tried to cancel thinking this is a legitimate grounds for cancelling I am in the right I should not have to keep going through this with this company and surely the restocking fee will be waived. NOPE. Asked to speak to a supervisor and was immediately told that he is in a "meeting." Asked to speak to the next person on the totem pole and was told that that person doesn't exist and the supervisor who is in a "meeting" is the only person who can help me with this issue. If unhappy with the supervisors response there is nobody to report it to. I wanted to part ways with this company losing as little money as possible and while not being satisfied I could at least not feel scammed. Instead I am extremely unhappy and out $200, still do not have a table, and stuck with a nightstand I hate.

I had the same experience as Kristin S. When I ordered on line and then called them within 2 business days to cancel (although their office was closed due to a snow storm according to their phone message). I was also informed a 25% restocking fee even though the furniture is coming from a delivery company out of North Carolina who delivers to NY every 2-3 weeks. After waiting 5 weeks to receive my table I found a large crack in the base after being in my home for exactly 34 days. Coleman furniture asked me to complete a warranty sheet and send pictures which I did that day. After 2 weeks I received an email response which was partially completed. I called to inquire that I did not understand and was told I would receive a call back. Later that day I received another email stating the information was wrong and I would hear back. The following day I received an email stating that the manufacturer believes this can be repaired and is giving me $100 to do that. It is up to me to find a technician to come to my home to fix this piece. Then they will reimburse me once I provide a receipt. I have concerns about that too after this experience. What technician is going to drive out to fix a foreign piece of furniture for $100? The piece that cracked is the base leg and it is my feeling that this is a structural item. Since Coleman Furniture makes a big deal about their costs include assembly and had I ordered on line from another company it was up to me to assembl, I thought they would try to work with the manufacturer to get this one part replaced. I called customer service again today at Coleman Furniture by now a little irate because I have yet to speak to an actual person in customer service. It is now 6:45 pm and I am stewing because the person I was "routed to because Customer service was busy" said she would pass my message to Edwina. I would like a replacement part for this leg but the manufacturer feels it can be repaired and will not supply a replAcement part. Since Coleman Furniture sold me this piece (and yes I know they do not make it but rather Coaster Home Furniture does) I feel they should make good on this request. As I said I have had this table for 34 day. Clearly neither Coleman Furniture nor Coaster furniture care and make no effort to make things right or care that someone will never do business with them Again. I am passing my experience along. From the other reviews it seems that as long as there is not an issue aside from a long wait all is OK. Heaven Forbid something goes wrong.