ComplaintsforColeman Furniture
Current Alerts For This Business
BBB files indicate that this business has a Pattern of Complaints concerning issues with the merchandise quality, return/exchange procedures, and customer service for Coleman Furniture. A number of consumers have filed complaints alleging that the merchandise that they purchased from Coleman Furniture was delivered damaged, broken, or of poor quality. Some consumers say that they agree to accept the damaged furniture with the promise that a repair technician will be dispatched to handle the problem. Other consumers who reportedly request a refund instead of accepting repairs or continuing to wait for replacement parts claim they are told that any refunds would be reduced by restocking or other fees. Many customers report a difficult, frustrating and sometimes protracted experience with Coleman Furniture's customer service department in trying to resolve their issues.
Additional Complaint Information
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
05/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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
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 response
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
05/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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 response
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
12/21/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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 response
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
01/22/2023
BBB
As we responded previously, the item was the correct ordered items that were delivered.
Customer response
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
06/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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,
*******************
Initial Complaint
04/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We purchased an ottoman from Coleman Furniture. Item was delivered 4/9/2022, once we put our legs on the item we realized it was not even and wobbled the whole time. The 4 legs of the ottoman were all different lengths. Support was contacted on 4/25/2022 as we had a pressing health matter come up for my wife in-between. We informed them the item was not constructed well and in fact was not useable in our opinion as its an ottoman that wobbles constantly. Coleman furniture has refused to allow us to return the item for a full refund. Below are the email interactions:Coleman Furniture Support 2:27 PM (54 minutes ago)to me ***** ********* **** *** ********* ** *** ** ***** **** ** ****** ******** ****** *** ******** ** *** ***** ** **** *** ***** *** ****** ********* *** **** ***** *** *** ********* ***** **** *** **** ******* ** **** **** **** ** *** ******* **** ***** ***** ** ******** ******** ** ** *** ******* ********* ** ***** ** ** ***** **** * ***** ** *** ***** ************ ****** ** ************** ********* *** ** *** ********** ******* *** ******** *** ************ ** ******* ** ********* ** *** * ******** *** **** ** ******* *** ********* ** *** ********* ********** ****** **** **** ** ****** ** ****** ** *** **** ** ********* ** *** *** ****** ********** *** ***** ****** **** *** ****** ****** ** *** ** ****** ** **** ****** ** **** **** ** **** * ***** **** *** ************ *** ** ** ******** ***** **** ***** ******************* ********** ****** ************** * *******Business response
05/08/2022
BBB Team
We have been communicating with the customer. This item consists of an ottoman top and frame, and if there is a wobbling issue, we can check with the manufacturer if they can replace or resolve the frame issue. We sent customer warranty form to complete. Please proceed with this and we will be able to work on a resolution for the customer.
Initial Complaint
04/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Sent me the wrong couch and was delivered with a ripped. They won't take it back nor send me the correct couch.Business response
04/25/2022
BBB Team
Customer ordered and received exact configuration what was ordered. In regard to a tear in the back of the sofa, we have ordered replacement material from the manufacturer, and will have it arranged to be resolved as soon as it delivers out to the customer. We will ensure that open issue is resolved.
Initial Complaint
01/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a sectional couch in November 4. It was delivered December 24. The arm broke the 1st week of January. I emailed right away . They said to submit, pictures, label on couch and the form. I did all of this. I was today, January 15 my claim was denied. It was 1 adult sitting on the couch, not small children jumping. I want this couch replaced. Or they come get it for a refund. I spent 1,379.00 for this couch. My order #6159455 .Business response
02/11/2022
BBB Team
We sent over the manufacturer the photos from the manufacturer and they denied the warranty claim stating that this was not a defect in the piece of furniture the way it was produced. Please advise how the damage occurred?
Customer response
02/15/2022
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 did send pictures and an explanation. An adult weighing 165 pounds was sitting on the couch. When getting up, the adult used his elbow on the armrest to inch his way forward to get to the edge of the couch to stand up. As soon as hand was put on the armrest, the armrest made a wood snapping sound and the board is broken. You can see in the pictures that were previously sent the divet which is the sink area where the arm board snapped. There is not structure in the armrest. This is completely a structural defect that was not obvious until couch was used in the first seating.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Customer response
03/28/2022
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:email sent to ******************************** with quote. **** came from BBB.
Business response
03/28/2022
BBB Team
We can approve this $250 refund. As soon as receipt from FSN is received for completed work, please send it over and we will process that amount refund on the original payment card.
Initial Complaint
01/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered two nightstands and one arrived damaged. The top of the nightstand is chipped and the base is warped so two pieces do not fit together. I reached out 12/19 about the order, one day after receiving it and have been told that the company needs to wait an additional 7 business days from today (1/4) before returning a response. It will have been about a month before my claim is reviewed. I have asked them to send me shipping materials to return the damaged product and issue a new order but customer service refuses.Business response
01/11/2022
BBB Team
Manufacturer is sending out replacement nightstand to the customer. We are waiting to see when the item will ship out and we will keep the customer posted.
Initial Complaint
01/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order from Coleman furniture for a sectional on August 9, 2021 and was told at that time from a salesman that they were showing 3-4 weeks delivery time which I was very happy with. Now, it has been 5 months and I just received an email today stating shipment has been pushed back again to 5/7/2022. That will take it to 9 months. We are absolutely at the ridiculous point. I mean, is there any end in sight? I just want for them to be honest. I feel like theyve been stringing us along.Business response
01/11/2022
BBB Team
Customer already submitted another case: ********
Customer is 100% correct for being upset. Unfortunately the manufacturer, ****** ********************** has been extremely behind due to global supply chain issues affecting their ability to receive product and produce items. They are currently expecting this order to be ready to ship from their factory 4/22/2022 . Would customer like to continue to wait or cancel at this time for a full refund?
Again we apologize, we understand the frustration completely.
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Customer Complaints Summary
343 total complaints in the last 3 years.
68 complaints closed in the last 12 months.