All AREAS OF MY ORDER WAS GREAT- from placing my online order to Fed X delivery
In August 2024, I purchased an Ashley sectional from Coleman Furniture. Within a month of delivery, the chaise cushion began to sag significantly on one side, creating a deep, uneven divot that made the piece uncomfortable and unsightly. I contacted Coleman Furniture about the issue around one month after delivery — well within the one-year manufacturer warranty — and received no response. Months later, after following up again, Coleman claimed the manufacturer had reviewed the case and determined the sagging was "normal wear and tear," not a defect. This claim was made despite the fact that the cushion had begun to collapse after just weeks of normal use. No one from Coleman or the manufacturer ever came to inspect the item in person. The denial was based solely on photos I was asked to submit long after my initial complaint — which they ignored. I then contacted Ashley Furniture directly. Their team reviewed the issue and immediately agreed it was a defect. They sent me a replacement cushion cover free of charge, under warranty. This confirms that Coleman's original statement — that the manufacturer had denied my claim — was inaccurate, and that my original complaint was both valid and eligible for coverage. After this, I asked Coleman to provide the foam insert needed to complete the repair. While they offered the part itself at no charge, they insisted I pay $97.85 in shipping. I was now being asked to cover nearly $100 out of pocket — simply to fix an issue that had been ignored, misrepresented, and was ultimately acknowledged by the manufacturer as a defect. When I called Coleman to discuss this, the conversation became even more troubling. I was told that cushions "might only last a year" and that proper care includes "not jumping on the couch or sitting on it too long." In short, I was blamed for sitting on my couch. When I asked what care instructions I had allegedly failed to follow, they couldn't provide any. When I asked if I was expected to buy a new cushion each year, they replied, "Possibly." When I reiterated that I had contacted them within a month of delivery, I was accused of lying. I offered to send screenshots of my emails and phone records proving this, but was told not to bother — that my evidence "wouldn't help" and that no better resolution would be offered, regardless of what I could show. Their position was fixed, and they made it clear that facts wouldn't change it. I asked to speak with a supervisor and was told the case manager was the highest point of contact. I also asked to speak with someone from the manufacturer's warranty department — the same one they claimed had denied my claim — and was told that I wasn't allowed to. I was completely blocked from escalating the case or verifying the alleged denial with the actual decision-maker. Finally, I asked if Coleman stood behind the products they sell, and was told, "We're just the middleman." This company accepts your payment, delivers the item, and washes their hands of all responsibility the moment it enters your home — even when a defect is reported early, confirmed by the manufacturer, and supported by clear documentation. Coleman's conduct throughout has been unreasonable, unprofessional, and unacceptable. They ignored my timely complaint, misrepresented the manufacturer's response, refused to review clear evidence, blamed me for normal use, and then demanded I pay to resolve a defect I never should've had to fight this hard to fix.
Everything was good except there were two stains on the couch already when it showed up.
Ordered this for my son as a housewarming gift and he loves it. Good quality, very comfortable.
Furniture looks great, came pretty fast too, love itttttttt
Love the desk and service I received. The white glove delivery is a MUST DO.!
IT WAS A VERY GOOD EXPERIENCE WITH NO ISSUES. I WILL ORDER FROM COLEMAN AGAIN IN THE FUTURE.
"Wrong color, no help, costly return — Once paid, they don't care! BUYERS BEWARE"
Awesomhooe experience. Very thankful!awwee mannn oweee yeah okay man see okey dokey