Bakken Electric Inc

I was told by colder's that they would have a rep from their store come and fix the chair. With that being said I took off of work for that day. I was called with less then 24 hours notice to tell me that they would not in fact be coming out and that I would have to contact the manufacture. I made multiple attempts to contact both the manufacture and colder's to get the problem resolved. I received parts via the USPS form the manufacture, however nobody contacted me to troubleshoot the problem. I have been transferred, hung up on and ignored by both companies. At this time I am still unhappy with Colders and their customer service. It was their lack of communication and poor customer service that started all of this. The sales person form Colder's should have disclosed that any future maintenance on this chair would have to be done by the manufacture located on the West Coast. I would have declined the purchase and gone with something that Colder's could service directly. My complaint is not with the manufacture, it's with Colder's. I'm unhappy with their sales practices and customer service. It was Colder's that facilitated this sale and I am asking them to resolve the problem.

We apologize for the error in pricing on the refrigerator.  As number 1 under the terms and conditions on the Colder's receipt indicates; "All orders, written or verbal instructions or agreements, are subject to management approval". Since this unadvertised refrigerator was a non stocked, non displayed item with a delivery date of approximately August, the order was not reviewed immediately. However, after the order was reviewed, the pricing error was discovered. Under the circumstance, Colder's offered to sell the refrigerator as their cost.  I recently, spoke with Ms. [redacted] explained our procedure, acknowledged her inconvenience and apologized for the error.  During this discussion, Ms. [redacted] mentioned that she was in the market for at least three other kitchen appliances and asked if Colder's would be willing to sell those at a discount as well.  I agreed, hoping this can resolve the matter in an amicable and reasonable manner. We are currently working with Ms. [redacted] and pricing out the other kitchen appliances to complete her kitchen remodel.  Even though there is no financial gain for Colder's, we look forward to doing everything we can, with in reason, to assit Ms. [redacted].
Sincerly,
[redacted] Lewicki

Ms. [redacted] has purchased a 5 yr. protection plan which covers accidental rips, tears or stains.  Us Quality Furniture has been dispatched to service Ms. [redacted] on 9/12/15.  They should be able to give her a timeframe a day or two before the service call.  It is also our intention to take care of a consumer's complaint right away.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and have determined that this does not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was finally contacted by the Warranty Company that Colders is associated with.  After our conversation, they told me different coverage details than the previous Conversations I had with employees.  My contract for the Warranty states that rips are covered but the Warranty representative proceeded to tell me that a rip by my dog would not be covered. Information that was reported to me earlier in the claim is becoming very different than the information given to me now. I cannot even explain how dissatisfied I am with the warranty that we purchased and the quality of furniture that we have bought. I feel Colders and the Warranty company do not stand behind the products that they sell and even with the additional warranty purchased,they will not fix what should be covered. 
Regards,
[redacted]

Customer called into the warranty company and the way he explained the incident with the hole was not an accident.  They told him it was normal wear and tear and they would not cover it.  He called here into Colder's and we emailed the manufacture for him in regards to getting parts...

and cost for customer for his seat casing.  The manufacture came back and stated that the fabric was discontinued back in November of 2014 and since this is 4 years old we are unable to replace unit for him.

We have been in contact with Mr. [redacted] and he is aware that he has the option of exchanging or reselecting.  He has elected to reselect new furniture and once that comes in, we will be able to exchange the new for the old.  We appreciate the opportunity to work with Mr. [redacted] and again apologize for the time it has taken to resolve the issue of his leather furniture.

Mr. [redacted] did come into the store on 1/4/18 looking to purchase a loveseat.  He did have a screenshot of the desired loveseat from our website on his phone.  The piece was priced at $1196 on his phone.  According to our system, the loveseat was currently on sale for $1495.  Due...

to the price discrepancy, I attempted to verify the price on our website.  The website reflected the current price of $1495.  I explained that to Mr. [redacted] and also brought up the website in front of him to demonstrate that the loveseat was displaying at $1495. Mr. [redacted] also attempted to bring up the website again on his phone independently and found that the price reflected $1495. It is possible that Mr. [redacted] screenshot was from a time when the loveseat was in fact at a lower price or it is possible there was a previous error in pricing that was corrected prior to Mr. [redacted] visit to our showroom.  In either case, Colder's will only honor our current promotional price as indicated by our website or in store price tag.  Feel free to contact me with any additional questions or concerns. [redacted]Colder's sales manager###-###-####

Tell us why here...
 
We apologize that Ms. [redacted] would not qualify for the manufacture rebates.  Therefore, we did cancel all of her appliances except for the clearance gas dryer that she already accepted delivery on.  Ms. [redacted] received a full refund for the cancelled appliances...

less the purchase price of the gas dryer and a $99.00 delivery charge.  Ms [redacted] did originally purchase a lifetime delivery for $199.00 plus tax.  Since she only took the one item, we credited her the lifetime delivery fee and applied a single delivery fee to her order.  If Ms [redacted] would like a single itemized print out, [redacted] will be happy to provide her one.   Ms. [redacted] is only being charged for a delivery and the gas dryer in her home.

We have been in contact with Mr. [redacted] and a service tech was out on 10/25/16 and repaired the open seam on the inside back pillow.  Mr. [redacted] was pleased with the repair that we did at no charge as a one time courtesy.  We did discuss that if any other service issues should arise we...

would work with him to get them repaired as he is out of manufacture warranty and customer appreciated us taking the time to work with him.

We have spoke with Mr. [redacted] and we are working on getting a service tech to his home to address the issues he is having with his furniture.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Whirlpool did not offer to send a check and I just purchased these units so I don't want a mismatched set. This is a customer satisfaction issue that Colders needs to resolve. They can contact Whirlpool to get reimbursed if necessary. I want a like model replacement of both units.
Regards,
Jenifer [redacted]

This is in response to Mrs. [redacted] complaint regarding replacing her chairs.  At the time service was out there she was under manufacturer's warranty and we have replaced the cores and casings for her.  She was complaining about the rest of the chair where the fabric was wearing. This...

is considered pilling and is not covered by the manufacturer or her extended warranty.  We would not be able to replace her chairs for her.  She has been informed of this by the store manager as well.  We would be willing to work with her to replace the material and install on her chairs, but unfortunately it would be at her cost.

Thank you for allowing me to respond to Mr. [redacted]'s concerns.  We strive to resolve all concerns quickly and fairly..
I did speak with Mr. [redacted] on 5/18 regarding his concerns.  It certainly appears to be quite a bit of confusion with this transaction but I did confirm with him that we...

would allow him to come in and try and find a mattress that will suit his needs better.  He did purchase a mattress set that allowed him to pick out additional items at no cost, as part of our Serta promotion.  We did discuss that what ever new mattress he selects will have a direct impact on any additional items he may select.  This will be determined when he does come in.
Mr. [redacted] agreed to come in this weekend to try and resolve all of the issues he listed above.  Colder's will do their part to resolve this matter at that time.
[redacted]
Store Manager
Colder's Furniture & Appliance

Hello; Thank you for allowing me to respond to the concerns of Mr.  [redacted].  We strive very hard to make sure all of our customers are treated fairly and with the intention of keeping them as repeat customers going forward.Mr. [redacted] did come in Friday night and spoke with a Sales...

Manager [redacted] about missing a table on his order.  [redacted] went over each itemized entry on his receipt and pointed out there was not an additional table listed and therefore he was not charged for any items that he did not receive.  Mr. [redacted] did return again on Saturday evening and spoke with the Store Manager about the same issue.  Mr. [redacted] did purchase several items including tables, lamps, desk chairs a recliner and a China Buffet.  He also had changed his mind on the recliner because his original receipt had a chair and ottoman group.  As you can see he had looked at several items.  His sales person [redacted] wrote up an order that included each item Mr. [redacted] wanted and took payment for the order.  Everything was was picked up at the store on Friday 11/6.   When he came in we apologized if we missed an item on his order and offered to add it at a very attractive sale price.  The table in question was tagged at $580 and the sales manager offered to sell it at $290.  Mr. [redacted] felt it should be free?  All items on his order have a price associated with them no different than an receipt you would get from any store.  It is not uncommon for a customer to come back and want additional items they looked at but each one has a cost and are not just given out for free.  I can still make any additional pieces he would like available at a sale price, but Mr. [redacted] did receive every item on his receipt that he was charged for. Mr [redacted] came into the store at 2 different times and did not mention anything about a table and china being damaged.  I am unaware of what that might be.  Mr. [redacted] did pick up the items in new condition but if there are any hidden issues he can certainly contact my service department and we will gladly have a service technician address them.  We would just need to set an appointment and have the work done. I am sorry that this has landed with your organization, but unfortunately if Mr. [redacted] would like additional items that do not show up on his receipt he would need to pay for them.  If I can be of further assi[redacted]ce please let me know.  I can be reached at ###-###-#### or by email at [redacted] Thank You[redacted] [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you...

may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have been contacted by Colders, but no progress has been made.  They are not sure if they can fix the issues with their product and have no timetable when they are able to give me an answer.  It has been 2 months and zero progress has been made on this issue.
Regards,
[redacted]

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is highly satisfactory to me. 
Regards,
[redacted]

This is in response to consumer complaint [redacted] ID #[redacted].  We have been in contact with Ms. [redacted] in regards to her complaint and have extended an offer to her and we are just awaiting her response.

There is a credit card dispute in the works at the moment, so nothing can be refunded at this time until it is resolved.

We do apologize for the inconvenience.  It is always frustrating when a new purchase requires service.  As you know the warranty is through the  manufacture and we work closely with the manufacture to see that all concerns are resolved in a timely manner.  The dryer was exchanged...

after further review on 2/22/17.  We are thankful for the opportunity to do business with Mr. [redacted]  and again, apologize for the inconvenience.