• Report: #1102643

Complaint Review: Coaster Company

  • Submitted: Wed, November 27, 2013
  • Updated: Wed, November 27, 2013

  • Reported By: Khalil — New York
Coaster Company
12928 Sandoval St Santa Fe Springs, California USA

Coaster Company Coaster Furniture, Coaster Fine Furniture scam, lie, bad customer service Santa Fe Springs California

*Author of original report: Follow-Up #2

*Author of original report: Follow-up

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I bought a truckload of furniture from a dealer, TDW Closeouts. I was promised that the furniture would over 90% closeout and overstock but what I received was 100% salvage junk. Have a look at the furniture I received:

youtube.com/watch?v=jNSgzTTHs9Q

As you would expect I was devastated after finding out I paid thousands of dollars for complete trash. I tried calling TDW Closeouts but they were no help at all. I tried emailing them but all my attempts were ignored. I tried calling them but I was either put on hold or they would immediately hang up. I should have done my research on this company because they had over 120 negative reviews and not a sequel good review.

Finally I was able to speak with the owner Raphael Shabtai. He claimed that his company doesn't see the furniture and that I would have to go through Coaster because the furniture was shipped directly from their Florida warehouse. I was under the impression that Coaster was a legitimate company so I shouldn't have much trouble getting in contact with them. I couldn't have been more wrong. I emailed their company website five times in the course of two months and all my emails were ignored. I even posted on their facebook page and all my comments were deleted and I was blocked from posting again. I honestly have never seen a company go to such great lengths to ignore a complaint. I'm certain a customer service representative would have replied to at least one of those emails unless they were told to ignore them all by a manager or supervisor. I worked in customer service and a representative most likely would have been fired if they ignored a complaint that was filed more than once let alone five times.

Since their email and facebook page were a waste of time the only other option I had was to call their customer service phone number until I could speak with a manager. I called their Florida branch first and the manager claimed that she never heard of TDW Closeouts before then she redirected me to a representative at their California branch named Roberta McDermott. There's already a complaint on Ripoff Report about her and I can understand why because in the time I spoke with her she didn't bother to address any of my concerns. It took her over a week to give me a one sentence response that ignored the questions I asked. I mentioned in every single response to her that my five emails were ignored and my comments on the company facebook page were deleted. She never once addressed this or said she was going to look into it. I also asked her for the phone number of the department responsible for the company website and facebook page so I can ask them directly why all my attempts to contact them were ignored. As you would guess she also ignored all those requests. I assume Coaster just ignores complaints hoping the customer will give up eventually.

I guess she realized that ignoring my questions wasn't going to work so she redirected me to Steve Goldsmith, Vice President of Branch Operations. He was kind enough to reply to my emails within the same week. Once again I told him that my five emails were ignored and my comments were deleted from the company facebook page. I repeated this in every email I sent to him but he completely ignored that part of the email. If a Vice President has no problem with this issue then it must be a common business practice for Coaster.

Eventually he offered to call the owner of TDW Closeouts and that was when I was offered a credit towards a partial refund. I had to spent $6600 on the furniture, $3725 to ship it overseas, and then thousands more for customs and tariffs. The reason I spent this money is because I was guaranteed that the furniture would be over 90% closeout and overstock. If I had known that there was any chance that the entire shipment would have been salvage then I would have never spent a dime. No one in their right mind would pay thousands of dollars for broken furniture. I asked all Coaster representatives I've spoken with who would actually take the time to load this furniture into a truck with the intent to sell it. They couldn't provide an answer. You can't sell this furniture or use it for anything other than firewood so I would like to know what was going through that person's mind when they decided to load it up onto a truck and ship it out.

I found the email of Vice President of Human Resources Matthew Chen and President Michael Yeh online. I explained the situation to them hoping that the highest ranking person in the company would be willing to help. Neither of them replied to my email.

I know I won't receive a refund but I'm posting my story here in hopes that it saves others from wasting their time and money. I'm not the first person that this has happened to and I know I won't be the last. My recommendation is do thorough research on a company before buying from them online. Look up complaints, scams, and gather as much information as you can before making a purchase.


This report was posted on Ripoff Report on 11/27/2013 12:52 PM and is a permanent record located here: http://www.ripoffreport.com/r/Coaster-Company/Santa-Fe-Springs-California-90670/Coaster-Company-Coaster-Furniture-Coaster-Fine-Furniture-scam-lie-bad-customer-service-1102643. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Follow-Up #2

AUTHOR: Khalil - ()

Unfortunately the management at Coaster Company can't be trusted. It turns out they lied about asking TDW to remove Coaster's name from their website. All they did was remove any traces of their name on their front page but it's still available in the furniture section of their site and on their product list they email to customers. Coaster Company is willingly allowing TDW to misrepresent and advertise their salvage merchandise as closeout/overstock. I emailed multiple managers notifying them that TDW was still misrepresenting their merchandise but of course I have yet to receive a response from any of them. Both TDW and Coaster have some of the worst customer service I have ever seen so it's no surpise that they do business together.

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#2 Author of original report

Follow-up

AUTHOR: Khalil - ()

I was told by Coaster that they don't sell to TDW and are not aware of how TDW acquired this merchandise. This would mean that TDW was lying when they said the merchandise came directly from Coaster's Florida warehouse.

The last manager I spoke with from Coaster notified TDW that they were no longer allowed to advertise Coaster's name on their website. I appreciate Coaster looking into this issue after so many months of emailing them. I can't vouch for their customer service since the five emails I sent to their website were ignored and I had to keep calling their customer service in order to speak with a manager. I got the runaround from several managers before someone took the time to contact TDW.

I still haven't received a refund for buying broken furniture that I was told would be 90% closeout and less than 10% damaged. I still have yet to meet anyone who would willing purchase furniture in this condition since none of it could be resold. My recommendation if you want to purchase from Coaster make sure it's through a reputable dealer such as Amazon or in person so you can inspect the furniture beforehand.

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