ComplaintsforCole's Interiors

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm exhausted navigating my husband's health issues and our situation has been further complicated by 12 months of broken promises, missed deliveries and unacceptable quality of the piece of sectional that was finally delivered. I have tried to be patient but at this point I need an advocate to ensure that Coles Interior honors their committments made by *******************, Store Manager instead of stringing me along. I have attached details of my multi-year interactions with ****** Store Manager and Owner, copies of emails and the orders.I am looking for: 1. No cost replacement of the cushion cores to fix the sloppy wrinkles/puckering on the left/middle piece of the sectional to be delivered by end of April ****** has agreed to no cost, but no commitment as to when)2. Continued loaner of the chair and ottoman at zero cost until the delivery of the chaise. 3. Delivery of the chaise with cushion core that doesn't have the same sloppy wrinkles/puckering as the original pieces by April 2023 as communicated by *******************, Store Manager (However, owner is now asking for full payment for chaise or he'll further hold up processing (order only asks for 50%) and 100% restocking fee for loaner chair and ottoman 4. Honoring the remaining balance of $2804.11 as communicated to me by ******************* by phone on 2/14/23 and before by email 5. Return of the ottoman without a 100% restocking fee since the 'Designer' should have advised that the size is disproporate to the sectional and too big for the room.

  

  Business response

  03/21/2023

  Hello and good morning *******,

  We received a letter of complaint this morning from the Better Business Bureau concerning your sectional and they are asking that we spell out some proposed resolutions so that we may move forward in helping you. I was hoping in my previous emails to you that the details on what we can do, knowing you want to exchange your chair and ottoman, would be clearly conveyed to provide full clarity on the matter and avoid any possible confusion. I am going to attempt to go through your concerns again one by one, and will provide some further elaboration where I see it could be helpful.

  
  
  
  1. In regards to obtaining replacement cushion cores to bolster the cushion crown/ reduce "comfort wrinkles".. I am happy to inform you that we were able to get some seat cores for your Left Arm Facing Sofa ordered at no charge. However, because this frame program does run deep and features large runs of material over the wide cushions, some "comfort wrinkles" are to be expected even with the new cores, as this is inherent with the longer fabric runs such as with what you have and as are featured in this Great Room program. I put the order in for the same Spring-Down cushion, but with extra dacron (polyester fiber)/ down-fill wrap to help fill that crown out a little ****** for you to minimize those the best we can. We can look to bring these replacement cores out with the replacement chaise piece we are looking to get for you.

  In regards for your wish to have these delivered by the end of April, I am optimistic that we will be able to fulfill these by the end of next month in alignment with your wishes, but you must understand that our industry manufacturing is still against many of the workplace hardships that it has faced the last couple of years as result of labor and material shortages. Your order is underway and you can be assured it will be fulfilled as quickly as we can possibly fulfill it, but the industry conditions are still not in any position where I can guarantee delivery times, unfortunately.

  
  
  2. We are fine with you using the chair and ottoman until the chaise would arrive, so no problem there. You will not be charged anything for holding on to these pieces until the chaise would arrive.
  
  
  3. To ensure any comfort wrinkles will be minimized, I did go ahead and make sure we had the same extra fill specified on the replacement seat cushions we have on order for you. But just so our expectations are in line with what is possible and realistic, the comfort wrinkles you would experience will be lessened, but now dealing with even a longer run of material up the chaise cushion, some movement and wrinkling will need to be expected.
  
  
  4. So in regards to your total remaining balance, the $2804.11 is just your landed cost on the replacement chaise only. When adding that amount to the restocking fee to return the chair and ottoman $1,893.38, we reach a total revised balance of $4,697.49. And because this is not a new order, but a balance revision with restocking and replacement pieces at play, we would need payment in full for this revised balance before we can firmly order this chaise piece for you. Again to swap these pieces out, this is $691.23 less than what was owed on your order as it was delivered. Your restocking fee, as your order states, is at the amount of 25% of full MSRP value on the chair and ottoman, this is not a 100% restocking fee. We cannot guarantee any lead times for the same reason as I cannot guarantee your cushion delivery date, but we can give you the assurance that your chaise would be completed as quickly as we could complete it. With NEW orders, we require 50% down with a deposit, however this is not a new order, but rather a restock with a replacement on an existing. Had you not had these concerns at the time of delivery, your balance in full would have been collected, this is a corrected balance (remaining amount) and we do and will require this to be paid in full before we can formally proceed with the chaise being put into production.
  
  4. Honoring the remaining balance of $2804.11 as communicated to me by ******************* by phone on 2/14/23 and before by email - We are not wavering on this amount originally quoted to you, but this is only the amount for the new chaise replacement only (again at about a 70% off MSRP discount) and does NOT include the restocking fee of $1,893.38 for the chair and ottoman you wish to return. $4,697.49 is your combined and corrected total for both the chaise which price we stand behind, and the restocking fees as they are spelled out in our orders and in my previous emails to you.
  

  5. Return of the ottoman without a 100% restocking fee since the 'Designer' should have advised that the size is disproporate to the sectional and too big for the room.

  I initially came out to your home to look at this, and found everything to be in accordance with rule of proper design and scale, and was in alignment with the floor plan that our designer worked up for you before your order was placed. The sectional had room to be moved back approximately 6 inches to help lessen any spatial concerns as well. Sectional ottomans made for modular or chaise seating are regularly the same width as the chair they are in front of, and for the concern of pieces being too big for the room, we are knowingly to you looking at a piece in the chaise that is larger in length than the chair and ottoman presently in the space, for you to replace it with. Because no violation of scale or design rule occurred, and as we follow with every instance of restocking, our 25% of MSRP value restocking fee does and will apply, and cannot be waived in this circumstance. 

   

  I will provide you with a firm ETA on cushions when it becomes available to me, and I will keep you well informed and updated through any chaise order we hope and look forward to helping you with. I am available by phone or email direct should you wish to speak or cover any of these concerns in more detail, so please do not hesitate to let me know how I can be of support and service to you.

   

  Thank you and have a great day!

• Initial Complaint

  10/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 4/2/2021 Amount Paid: $7,926.16 Service: Shutter Installation Complaint: The installation was supposed to be completed within 6 weeks and it ended up taking 4 months. One of the panel soft close is not working and the divider rail placement are misaligned for all the bathroom shutters. It has been more than 2 months since I have reported the issue and there has been no resolution. I have called several times and sent numerous emails but no resolutions have been provided to fix the soft close and the misaligned shutters.

  

  Business response

  11/18/2021

  We have an appointment with ***** To on Saturday 12/4 to address all her issues and reorder what is needed.

  Customer response

  11/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by Coles Interior in reference to complaint ID ********, and will have to wait for the customer service representative to come and inspect the issues with my shutters on 12/4.

  These issues are still unresolved as I do not know what solutions they are proposing to fix the shutters and the damage to the wall by by windows.
  

  Please do not close this case as the issues are still unresolved.

  
  Sincerely,
  
  ***** To

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩