Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/28/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a furniture set from coleman furniture back in november 2024. The furniture finally was delivered january 22 2025. By just looking at the furniture, it appeared to all be in good working condition. Little did I know the couch was broke on one side, but you could only tell when trying to fully recline. I noticed the problem 2 weeks after delivery and contacted Coleman. Furniture to resolve my issue. After weeks of waiting for them to resolve it, they called me with a solution. They said the manufacturer would replace it, but I had to pay for shipping. Also I had to donate my couch before they would even send me a replacement. I paid these guys to ship me furniture in good working condition. And now they want me to pay for them to send me a replacement, and I don't think that's right. Also, um, supposedly responsible for donating a broken couch to somewhere. They were unable to tell me where but only I had to donate. Who the h*** wants a broken couch?? None of this makes sense to me, and I feel that I have been taken advantage of and i feel my money has been wasted. I asked if I could just have them come Get all of the furniture for a full refund, and they said no. If they won't give me a full refund back then I would at least hope they would Replace my broken furniture, they sent me and take the broken one back with them. I don't see how they think it's ok to make someone jump through so many hoops just to get what they paid for the first time. Please help

  

  Business Response

  Date: 03/04/2025

  BBB Team

  Customer received delivery on 1/22 and advised on 2/8 that a side arm of the couch was broken. We have gotten approval from the manufacturer for a replacement Sofa - but the manufacturer does not cover shipping. The shipping cost on this is $315.00. We are willing to cover 1/2 of this cost - at our cost, but customer needs to cover the other half in order for this replacement to ship out. Please confirm if customer is in agreement. Please confirm if customer is agreeing to pay $157.50 and we will cover the rest of the cost to get this delivered.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a dining room set which was suppose to be delivered within 4-6 weeks from order. Order was placed on Oct 8. In November, they attempted to make delivery of a heavy damaged table which could not be assembled due to damage. We asked them to take the full dining set back until the issue was resolved and they refused. Leaving us unable to eat or use our dining room with assurance the table would arrive before Christmas. Since then, they have claimed to be ready to deliver and scheduled delivery on multiple locations and then no-call no-showed with the delivery company telling us that the damage was not repaired. Today (2/12) we were again scheduled for delivery with emails saying the repair work was completed. The delivery company again no-called no-showed and when I called informed us that they were not coming because the repairs were not completed and they needed to finish and be released for delivery (after the delivery company scheduled delivery).After 5-6 months of not receiving or being able to use our dining room with emails every week that we expected delivery the following 1-2 weeks; we notified them we were disputing the charge and would be cancelling. They responded by threatening to sue us unless we offered to let them deliver in the future. They have repeatably lied to us, with proof in writing via email and constantly retracted statements and have not delivered the promised goods. They are extremely aggressive and threaten to sue to solve problems. Horrible business and service and predatory towards people. I have disputed with my credit card and again been threatened that they are going to sue even though they did not deliver the product and disrupted my family and our holidays over the last 4 months!!

  

  Business Response

  Date: 02/18/2025

  BBB team,
  Customer refused a table for damage during delivery. They demanded a 50% discount off the entire large order. Customer has disputed their charge with their credit card as well. We have offered compensation of 50% off the table alone of the purchase. We are limited to this option at this time. Please let us know if customer accepts this offer.

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Altari Alloy 2 Piece Sleeper Sectional with LAF Chaise on November 15th 2024 that I could have gotten from several places but chose Coleman since they had the best price and included "white glove" service.after several delays and a nightmare of back and forth communications with their 3rd party logistics company it was finally delivered on December 11th. I was out of town so i had to arrange for someone to be at my house to receive the sofa and was told that the guys were very aggressive and rude.When I got back on the 13th, i realized the couch was the wrong direction and reached out to the company to see how I could remedy the situation since it would not work in the room, they told me the following..We dont have an exchange program so and I would have to pay 2 way shipping fees as well as 15% cancellation fees so this worked out to over 55% of the purchase price.SubTotal for the chaise and sleeper : $1,275.00 15% Cancellation Fees : $191.25 Tax Amount : $89.25 (fully refunded)Shipping Charges : $618.00 Total Refund (Cancellation) : $555.00 There was Free shipping on this couch so how they can change almost 50% off the couch in shipping alone is unfair and unscrupulous! It is simply a tactic to force someone to not exchange or return. Now I'm stuck with a couch that cannot fit in the area since the Left hand chaise stops people from entering the room.

  

  Business Response

  Date: 12/18/2024

  BBB Team

  After delivery, customer realized that they ordered the incorrect configuration. They requested to exchange and send back the original one. We advised there is no way to avoid the costs of exchanging as the manufacturer has to ship out a new sofa from their warehouse, and a moving company needs to pack up and reship the old sectional, we unfortunately have no way to avoid these expensive costs. We wish it was simpler to do that switch, but the shipping and repacking costs are the issue at hand.

   

   

   

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The fees and charges applied are unreasonable and appear to be designed to discourage returns.

  Misleading Shipping Practices:
  The product was advertised as "free shipping," which implies that return shipping should align with the same terms. Instead, I am being charged $618 for shippingan exorbitant and arbitrary fee. To put this in perspective, I have shipped larger and heavier items (e.g., treadmills) for half the cost. This fee lacks justification and appears to be fabricated to dissuade returns.

  
  Unfair Restocking Fee:
  The business claims a 15% restocking fee, yet in practice, they are charging me over 55% of the original purchase price after adding the unjustified shipping charge. The advertised restocking fee of $191.25 (15%) should have been the only deduction. However, by combining it with an inflated "shipping" cost, they have created an effective penalty that is misleading and unfair.
  

  Prohibitive Return Policy:
  With these charges, the total refund is reduced to just $555 out of the $1,275 I paidover 55% of my payment is being withheld. This creates a financial barrier for returns and leaves customers with no reasonable recourse. This policy is not transparently disclosed and constitutes an unfair business practice.
  

  Deceptive Advertising:
  The business should clearly and prominently disclose that returns result in fees exceeding 55% of the purchase price. Advertising a 15% restocking fee while effectively charging over 55% through hidden and inflated costs is deceptive and unfair to consumers.
  

  In light of the above, I believe this business is engaging in unfair and unethical practices that violate consumer trust. I respectfully request the Better Business Bureau investigate this matter and assist in ensuring that reasonable, transparent, and fair return practices are upheld.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  

  Business Response

  Date: 12/19/2024

  BBB Team,

  It is true that items are advertised as free shipping, as we do not charge extra for this, and our costs are built into the margins of the order. But these are actual shipping charges that we incur when shipping items back to the manufacturer. We are unable to bypass these costs unfortunately and are therefore unable to further assist in this request.

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The return policy is misleading and lacks proper disclosure of actual costs. While your policy states a "15% restocking fee plus shipping costs," you failed to disclose that return shipping would amount to $618 - nearly half the purchase price of the $1,275 sectional. By obscuring these substantial fees and only revealing them after a return is requested, your company appears to be engaging in deceptive trade practices that could violate consumer protection laws.
  

  Your policy lacks transparency in several areas:
  No disclosure of estimated return shipping costs
  No mention that these costs would effectively result in a 60% penalty ($809.25 total in fees)
  Marketing "free shipping" while charging excessive return shipping
  Labeling this as a "cancellation" when it's clearly a return of delivered merchandise
  

  This lack of disclosure appears designed to discourage legitimate returns by concealing the true cost until after purchase. Such practices may constitute unfair and deceptive business practices under state consumer protection statutes.
  I request a reasonable resolution that aligns with standard retail practices and transparent consumer policies.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:02/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a table 2 and a half months ago, with no delivery in sight, and they feel no obligation to refund me and let me cancel. They are going to charge me almost $400 to cancel even though its their fault! Ive gone a long time without dining table now because I removed the old one from the house when they scheduled delivery the first time. I dont think its unreasonable for me to cancel without penalty so that I can go get a table immediately.

  

  Business Response

  Date: 02/25/2024

  BBB Team

  We apologize for the issues involved. We are working with this customer and have a scheduled delivery as well as compensation that we are going to refund on the order. We are hopeful that this will resolve outstanding issues on the order.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered furniture on 3.11.23, when purchased was give an approximation of delivery in 3-4 weeks. On 4.3.23 email stating it would ship on 5.6.23, and arrive 7-8 weeks from the 4.3 date. On 4.14.23, stating 5-6 weeks until delivery. Then finally on 4.25.23, stating 4-5 weeks. After this email called customer service, experienced very rude staff member not willing to help and telling if Im not happy to cancel. Didnt want to at this point but considering it. Called customer service again on ****** since this was the date it should have been shipped. Another customer service rep told me theres nothing showing this was shipped if it were it would be on Monday 5.8.23 bc nothing ships over the weekend. Was told I should cancel if Im not happy. Went out to another furniture found a couch and bought it since I could receive the couch in 2 Days. Called customer service to cancel but was closed so left a message. On Sunday received a follow up - was told if I cancel after this ships I have to pay a 15% restocking fee. At no time was this told to me on the prior two calls and the one rep gave misinformation about the shipment date. I was under the impression I had time to cancel. Now due to lack of training and Coleman workers knowing their job Im penalized and owe 15% stocking fee. They do not care to inform customers bc they will charge them regardless. Instead of taking accountability for their errors I have to pay for it still. This should not be acceptable due to the fact I NEVER received the furniture. I will never purchase from this company again and buyers should beware.

  

  Business Response

  Date: 05/23/2023

  BBB

  Customer cancelled after the manufacturer, ****** Furniture shipped it out. We advised customer of this and they proceeded to go forward with the cancellation even though they were advised of the restocking fees to ship the order back. We are unable to refund further at this time.

  Customer Answer

  Date: 05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I had called two previous times and was not informed of a restocking fee if canceled after it being shipped

  i was given bad information saying the couch HAD NOT been shipped  so I thought I had time to cancel

  the company does not want to take responsibility for lack of training their employees and do not care if they give bad information 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  * ******
  
  
  
  
   
  

  

  Business Response

  Date: 06/01/2023

  BBB 

  As we advised previously, the order had shipped, and the manufacturer loaded it and shipped it out the local delivery company. We have invoices and trip information confirming this,

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Coleman is still not taking responsibility for the customer service #2 rep giving me bad information. I was under the pretense that I had 2 more days to cancel. This Rep should have been able to see the same information as Rep *** If a customer NEVER receives the item they should not have to pay a restocking fee. The product was NOT en route to be delivered to me. It still had another check point before arriving to me. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  * ******
  
  
  
  
   
  

• Initial Complaint

  Date:05/07/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered furniture for my kids My boy 14 years full bedroom set with desk and a chair and another bed for my little girl she 9 years for here birthday.After waiting about 2 1/2 month we received the furniture.The deal was they installed the furniture too!The delivery was rescheduled few times by the company and finally was scheduled on Saturday 9-4 pm!?The delivery was delivered and installed and I wasnt there present just my kids and my wife.Later on the day I cam and I was comparing the pictures in the web and the bed the installation was wrong because they send different angle of the bed so the bed have gab on one side and extra wood on the other side wish is hazard!?Also was some scratches that later we did find out that the paint of the bed is pilling!?I call the company the same day and explained the situation so offer me to send a team to check it out after sending them the pictures and videos!The service cam back after 2 weeks the did the inspection and told me the its true the parts was delivered wrong and the bed has bubble thats why is paint is pilling.They give me the report for that !I was waiting for the replacement or credit to purchase another one but thy said they want to send another team to verify the first team work!The second team arrived they try to fixed the paint iss and fixed the bed Now its more scratched more paint pilling and the manager still no convincing and he wants me to wait more for decision!?I dont know how much time I need to wait!!??This ridiculous very bad business, people management service all of it!!??

  

  Business Response

  Date: 05/23/2023

  BBB Team

  We have refunded the customer for the bed which they cancelled on the order. Issue has been resolved at this time.

  Customer Answer

  Date: 05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me and to my daughter!

  she waited 3 months to get damaged bed that the company finally decide to take it back and wait another month to the company came with decision  that they can't deliver another bed and issues a credit on my account that I didn't received yet!?

  what happen to all the waiting time for this bed and taking off 2dys just to meet *************** from the delivery teem!?

  honestly not happy with this company service or their products!!??

  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/21/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a fireplace console WITH fireplace as described on Coleman Furniture's website. It arrived yesterday but without the fireplace. I contacted their customer service and they are telling me it was an optional feature. My paperwork shows it's with the fireplace, nowhere does it say optional. Now, conveniently, they have removed the item from their website and are stating it's discontinued. I just simply want the fireplace attachment it stated it came with as a resolution.

  

  Business Response

  Date: 01/01/2023

  BBB Team

  Customer received item as described. The fireplace insert was not included in the listing. Item was described as "option for fireplace" which can be purchased separately and is manufactured by a different company as well.

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their response is absolutely not true.   I was researching this fireplace console for weeks before settling in on this company to purchase.  It very clearly said it was a Fireplace Console, all the pictures showed as such, and 100% did not say "option."  When asked to show me the listing they were referring to, they removed the entire thing from their website so I couldn't see.  Now I have this console with no fireplace console and wanted to warn others before making the same mistake on other items from the company.  I will never buy anything from this company again due to mistrust of the information. 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business Response

  Date: 01/22/2023

  BBB

  As we responded previously, the item was the correct ordered items that were delivered.

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I just want everyone looking the company up on BBB to know about the false advertisement so hopefully it won't happen to anyone further.  Nothing else is needed from me since you are sticking by the lie.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:06/02/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number ******* purchased on March 14, 2022 in the amount of $2,510.85. The furniture was delivered on 26 April. According to their easy to find Returns and Exchanged page, I have 5 days to notify the company of issues. In accordance with their Return and Exchange page, I submitted a Return Authorization Number Case ID ********* on 28 April (2 days after initial delivery). I told them part of the seat did not work properly and that I noticed a small hole and poor stitching. I was then informed that since I tested the seat for functionality as directed in their hidden Terms and Conditions page, I was told it cannot be returned since it is now used. I think it can be understood with reason that I had to operate the love seat in order to test it. If you look at the bottom of their website (****************************) there is no link to their Terms and Conditions page nor is there any mention of their Terms and Conditions page anywhere on their Returns and Exchanges page. Almost like their hiding something. They also have an arbitration clauses so no one will sue...a seemingly deceitful practice. They appear to be intentionally misleading their customers with an incomplete return policy and then hide behind the undisclosed terms and conditions page.

  

  Business Response

  Date: 06/11/2022

  BBB Team

  We have worked out a resolution with the customer and are waiting for final confirmation and a refund amount will be processed. This will resolve outstanding issues.

  Customer Answer

  Date: 06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is barely satisfactory to me and the matter has been resolved.  

  However, this is a highly flawed company and it needs further investigation into their dishonest and deceitful practices.  They mislead their customers and with their arbitration clause, know they can get away with anything since no one will *** because they know that arbitration is expensive and a much more difficult avenue than a court system.  Again, I request a formal investigation into this company.  Their practices are despicable and intentionally misleading to customers with an incomplete return policy and then hide behind the undisclosed terms and conditions.

  Sincerely,
  
  *******************