I ordered a sectional sofa from Coleman and it included free "white glove" delivery. I also purchased an extended damage warranty.
The first red flag was that on 2 separate occasions they untruthfully told me that the delivery company had my furniture and that they would be scheduling delivery within 2 days. After 2+ weeks of this, the delivery company did actually receive the furniture. On the day of delivery, there were 2 movers. Both of them began to complain the second they walked in the door about having to place the furniture in my basement.
They indicated that they were not aware of that detail and it looked like there might be some corners that were going to be tight. So before they would proceed they stuck a cell phone in my face and said that they would not complete the delivery unless I signed a waiver to "release them from any liability for damage to my walls or door openings". So as a customer excited to get my new furniture, I signed. Well, they didn't damage any of my walls or doors, but they did manage to tear a giant hole in the cushion of the couch.
After this happened, I declined the delivery and requested that it be returned for a replacement. After contacting Coleman to discuss what had happened, they abruptly and rudely proceeded to tell me that because I signed the above mentioned waiver, they will not be replacing the furniture. Nor will they be refunding my money. After recovering from my initial shock, they went on to tell me that they would actually issue a refund.
BUT ONLY OF 1/2 OF WHAT I PAID FOR THE FURNITURE. They deducted a 15% restocking fee plus an additional $250 in shipping charges. After I objected, they refused to discuss it any further and basically have left me hanging without $500 of what I paid for furniture that I never even got. I even tried to see if the accidental damage coverage I purchased could be used to replace the furniture.
They declined that also by relying on the "terms and conditions" line. Apparently, the accidental damage doesn't cover anything until it is actually sitting in the exact spot in your house it was intended. BS!!!!!
THEY THRIVE ON SMALL PRINT AND HOAKY WAIVERS. THEY WILL NOT HELP IF YOU ENCOUNTER THE SLIGHTEST OF ISSUE.