This review is for Coleman Furniture 333 Washington Ave.,Cedarhurst NY 11516.
We ordered a recliner and sofa from Coleman Furniture on Jan.20 2015. We received our order around March 20. We accepted the recliner but rejected the sofa. Upon testing the power reclining feature it started to malfunction. Upon investigation we discovered that 2 bolt heads had sheared off and one of the levers was hanging free.
I asked to be sent a replacement sofa but was told I had to accept a repair of the same sofa. Three months go buy and we finally get our sofa (5 months from date of order). Before it is even unwrapped we see that one corner of the sofa has been scuffed to the point where the leather is completely rubbed off. The area is about the 1" by 2" in size. We are obviously disappointed to say the least.
At this point we simply want our money back on the sofa. We call Coleman the next day. They say that Felice is in a meeting but she will call us back later in the day. We offer to send pictures of the damage. No one calls back. Two days later we call again. Felice is in a meeting.
We were patient and waited for a repair of the sofa. In the mean time it gets damaged. We don't want to pay for a repaired sofa with a patch on it. We paid for a new sofa in new condition.
After reading there warranty my understanding is the following. If you return the furniture they charge you a 25% restocking fee. You also are charged for the original shipping that had been free and for the return shipping (or as they put it roundtrip shipping). In our case we have been told that they will not accept the return of the sofa by itself. We must also return the recliner at our own expense.
They state in there warranty that they inspect the furniture before shipping to make sure it is in perfect condition. They also state that the items are professionally packaged to prevent damage. When our sofa came back it was not packaged like it had been the first time it was delivered. It only had one end wrapped in cardboard so it could be stood on end. It only had a blanket on the front side and not the rear. Besides that it was wrapped in cellophane which doesn't provide much protection.
The delivery people actually pointed out the damage as I think they wanted us to know that that they didn't cause it and didn't want to be liable. The damage had been wrapped over with the cellophane but it was visible underneath. We inspected the sofa thoroughly at the first delivery and did not see the damaged corner. It is clear that it happened after we sent it back and before we received it the second time. I believe that it happened before they wrapped it to be delivered. Hard to believe that Coleman who inspects for perfect condition could miss the damage. It seems to me they feel they have us on a hook with there warranty and can force us to accept a damaged sofa. Sending both pieces back with all the charges would run me close to what I paid with no furniture to show for it.
Lesson of my experience: If you order from Coleman and have any problems with the furniture they will try to force you to accept a repair that might not be acceptable to you like a patch job on a sofa they damaged. You might wait a long time for repairs like I did. Your sofa might not be packaged according to Coleman's expertise by the delivery company that they use. And your furniture might get damaged waiting around at the delivery company to be fixed. As of this date we have not been contacted by Coleman regarding the unhappy saga of the to good to be true furniture deal. Wish I would have went with a local dealer. If I had it to do again I would have taken the price Coleman quoted me and asked Evans furniture to match it. I'd be willing to pay a few hundred dollars more not to be in the situation I'm in now. Shop at Coleman at your own risk. Read the warranty first. If you don't accept their remedy be ready to pay $25% restocking ($463.50) and round trip delivery fees (not sure if this is $300 or $300 each way making it $600 delivery fees). If they ever call me back maybe I can get clarification.