DO NOT GIVE COLEMAN FURNITURE YOUR BUSINESS! I cannot say enough about how difficult and drawn out my experience with Coleman Furniture has been. Long story short, this is a terrible company that is run by dishonest people, and I am stunned that they are still in business.
I’d like to point out that Coleman Furniture is owned by Renegade Furniture Group, which also owns Mazel Tov Furniture. The founder and CEO of the company is Yisroel Bruce Krinsky.
With regards to my story, I unassumingly placed on order through the Coleman Furniture website in June of 2012. One month later, I received a brief e-mail from Steven Smith stating that their warehouse had been trying to contact me to set up a delivery date. I hadn’t received a single call from anyone. I responded immediately, and thus began the first stint of phone tag.
In October, nearly 4 months after I placed my order, a delivery attempt was made. The first piece of furniture that was unpacked was cracked completely in half, and the delivery company’s employee advised me to refuse the delivery. I did exactly that, and was contacted shortly thereafter and told that the furniture would be repaired locally, and re-delivered at a later date. Having been warned in advance by the same delivery employee that Coleman Furniture would try to do this, but that there was no way to repair such a defect, I asked if the furniture could instead be exchanged for a new, undamaged set.
Over the next 12 months, I placed between 30-40 calls to Coleman Furniture to follow-up on the issue. The replacement furniture was never shipped, and no one ever called to update me on the status of things. Each time that I called for such an update, I was automatically routed to Steven, who always put me on hold for 5-10 minutes (for no clear reason) before giving me some lame excuse and telling me he’d call me back the next day with more information. I never once received a call back. He eventually began to screen my calls, so I started calling from a private line.
In July of 2013, nearly 13 months after my initial order, I finally asked for a full refund (in lieu of the “exchange” that had never materialized). Steven agreed to this, but continued to give me the run-around. By December, I started calling on a near-daily basis. Midway through the month, he told me to call back between specific hours in order to talk to “the person who handles our finances”. After 3-4 additional calls, all of which were placed during the aforementioned hours, he happened to discover one day that replacement furniture had actually been shipped several weeks prior (per a “new” update that magically showed up in their system), and had already arrived in the local warehouse near my home. Prior to that day’s conversation, he had never even mentioned that he was planning to re-ship the furniture. When he began insisting that someone from the warehouse had been trying to get in touch with me for weeks, I finally lost it. I told him that we had been discussing a refund, not fulfillment of the order I had placed 18 months prior, that he had agreed to this, and that this had been the topic of our last 20+ conversations. I also called him out for blatantly lying to me about the furniture having arrived in my state, given that he had repeatedly told me there were no updates in the system as recently as 24 hours prior to that conversation. Though he acknowledged that all of this was true, he kept repeating that there was no way he could issue a refund. I was absolutely livid by this time, so against my better judgment, I went on a short rant during which I told him that, as a doctor married to a lawyer, there was no way I was going to let him take advantage of my family, and that I had every intention of filing a lawsuit if the issue wasn’t reconciled that same day. Less than 60 seconds later, he told me that a check for the full amount of my initial purchase would be mailed that same day.
I fully anticipate that this post will receive a response stating that Coleman Furniture did, in fact, try to reach out to me, I never picked up their calls, I refused a full refund or otherwise obstructed the process, or any number of other lies meant to protect the company’s nonexistent integrity. I would challenge anyone reading this post to look at the myriad posts by other customers who have had very similar experiences (links below), and to decide for themselves what to believe. It’s no surprise to me that Coleman Furniture has had >70 complaints filed against them within the past 3 years; they previously had a D+ rating on the Better Business Bureau (BBB) website, but are no longer accredited.