Colder's

Review: On May 13, 2014, I purchased a Frigidaire refrigerator in the amount of $465. I picked up the refrigerator and plugged it in 6 hrs. later. I transferred all of my food from the old refrigerator into the new refrigerator. That morning, all items were melted, hot and spoiled. The refrigerator was on, but not working. On Friday, I called Colders; they contacted [redacted]s who were not able to come out until Monday. I had to eat out every night, purchase ice for medication refrigeration and smell the rotted food that had gone bad. [redacted]s came out and assessed that the upper and lower coils were burned out and stated, "the refrigerator is no good". I called Colders 800 number as well as the local store several times and asked for a refund or exchange. They all stated there was no refund which is not identified on the receipt. I called and spoke to at least 10 people who could not help me and even told me, "I was not the only customer". [redacted] finally returned to my home on Wednesday and found that the manufacturer failed to install a coil at all in the upper portion. I did not want a repaired refrigerator. I purchased a New refrigerator and this is what I expected. I then called to have my food items and other out of pocket cost reimbursed and am continuing to get the run-around. No one has called to apologize for the inconvenience or resolve anything. I am so dissatisfied with the lack of customer service and resolution which Colder's did not provide.Desired Settlement: I would like a New Refrigerator and all food items replaced as well as ALL out of pocket cost reimbursed to me. I was without a refrigerator for 1 week and they didn't seem to care one bit.

Business

Response:

Thank you for allowing Colders to

address the concern that Mr and Mrs [redacted] are having with their

refrigerator.

We are very sorry to hear that the

customer wasn’t happy with the manufacturers response to solving

this matter.

According to our records, their

refrigerator was picked up on Wednesday May 14,2014.

Customer's statement indicates that

Colders was contacted on Friday 05/16/14 to report the issue.

Unfortunately [redacted] doesn't offer weekend hours,so the

first available day for service was Monday May 19, 2014.At that time

their technician determined that parts were needed and the part order

was placed promptly.

On 05/22/14 they went out with the

parts and completed the repair.

Although none of the major appliance

manufacturers offer food loss coverage on their refrigerators for

cooling failure, with the proper documentation customer can be

reimbursed for food spoilage because Colders includes a 2 year

warranty with their appliances at no charge.

(customer must register their appliance

with the warranty company within 30 days of purchase)

Consumer

Response:

Review: I purchased a dresser on 2/21/14 along with mattress as part of dollar for dollar promotion. Just as I was paying for my items I was told by the Sales person the dresser was on back order until the end of February. I told him at that time will I have my dresser by the end of the February he stated to me they usually get things end before the back order date. I expressed that I needed this dresser and my mattress delivered by March 1, because my bedroom was being redone and I had no bed or dresser. The salesman told me that the mattress would definitely be delivered on March 1, but if the dresser was not there by that date it would definitely be in by the following week because they typically get things in by the back order date. On 2/28/14, I called to get my delivery time and was told the dresser had come in, I asked about a new delivery date and was told by the customer service line that they did not have a date and was transferred to the Manager of the [redacted] store. The manager was rude and told me he could not guarantee me any date and the system was not showing any new dates at that time. I expressed to him that I would have never brought a item and not know when I was getting it. (who does that?) I asked him to contact [redacted] to see if they could give an approximation. I got a call back from the manager a day later telling me that dresser would be shipped the following week and it should be in the delivery they would receive on 3/11/14. I called on 3/11/14, and was told again by the customer service line that the dresser was on back order until the first week in April. I was once again transferred to the manager at the [redacted] store who told me that he would call [redacted] to see what was going on. He called me back and said the truck had some issues and that it was delayed but the dresser should be on the 3/18/14 delivery. I called today and was told again by customer service that the dresser was on back order until the first week in April. I was again transferred to the store manager who told me that the dresser was not here and that it may be on the truck for 3/19/14 or 3/21/14. I am very frustrated with the run around I have been given and I would have never paid for something that I needed right away to be chasing down a month later. I was misled by the saleman and the manager of the store. As a customer no one deserves to be treated this way and the store is not even trying to find a new resolution to the problem.Desired Settlement: I would like to receive my dresser.

Business

Response:

To Whom It May Concern:

I did speak to Ms. [redacted] today and I did explain our in coming inventory is a best possible estimate which is printed on the receipt. I say we are expecting a truck on Friday that should have her product. I also told I will call her tomorrow to check to see if it will be confirmed. Sincerely [redacted]

Business

Response:

To Whom It May Cercern:

Colders objective is to get the product to the client asap and I will respond again to Ms. [redacted] again tomorrow to check if the product will be confirmed tomorrow. I will call again Friday after checking if the truck we are expecting on Friday has arrived with her dressor. Sincerely [redacted]

Consumer

Response:

[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.]

I am sending this letter to say that I have received a phone call today 3/21/14, from the Colder's store that my dresser has come in and that they are scheduled to deliver it to me on Sunday, March 23, 2014. The response supplied to me today by the business in reference to complaint ID [redacted], is satisfactory to me.

Review: In summer 2015, we ordered a bedroom set (headboard, two nightstands) from Colder's Delafield location. We were told approximately 6 weeks until delivery. When we heard nothing beyond that point, I contacted the Delafield location and was told that the furniture was in and the salesperson was to have contacted us to work out a delivery date. That hadn't happened so we worked to establish a delivery date. At that time, we also learned (which was not conveyed to us in advance) that the delivery would need to be accomplished by a third party on a limited schedule. That limited our delivery options and increased our cost. We finally arrived at a delivery date. When the date arrived, we were not contacted by Colders with information, so we again called to confirm delivery. We had several episodes of being placed on hold and the call being dropped. Finally we were able to confirm an approximate delivery time. When the furniture arrived, it arrived without holes drilled for a metal bed frame and, in addition, the configuration of the bed was such that attaching the anticipated metal frame would leave a gap between the bottom of the headboard and the mattress. We were told that this was because it was not purchased as a complete bed. We were not told that by the salesperson when it was purchased. The resolution suggested was to have someone local drill the holes or to send the bed back. We thought it was highly inappropriate for Colder's to expect us to find someone local to drill holes in a product for which (1) we should have been provided complete information by the salesperson and (2) we would then expend additional money for services that should not have been necessary. We opted to send the entire set back with the delivery staff with a request to Colder's for a full credit to our account and a call from the store manager. We did not receive the call from the store manager and we are concerned that our account will not be credited for the full amount, including the delivery charge.

My husband and I each had to arrange days off from work and drive 3. 5 hours each way to receive this delivery. Our estimated out-of-pocket for the combined time loss and mileage is approximately >$2000 and we are left with no bedroom furniture. This is unacceptable to us.Desired Settlement: We expect Colder's to make good on their promise to us of quality furniture that meets our expectations and is delivered complete and ready to go. At the very least we expect a FULL credit to our account, including delivery charges and a call from the store manager to discuss our experience at Colder's. We had an issue with Colder's in the past (took > 6 months to get furniture that had been promised within an 6-8 week time frame). We opted to try again, given assurances that they would do better next time. They did not. We'd like the courtesy of a complete credit, with verification, to our account and a personal phone call from the store manager if not someone higher up in the food chain.

Business

Response:

This is in response to consumer complaint [redacted]. We have contacted Ms. [redacted] to let her know that all the delivery charges have been refunded back to her and apologized again for the mishap.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While it took some effort, we eventually were refunded the cost of the furniture as well as the delivery charges as we requested.We sincerely appreciate your assistance!

Regards,

Review: We purchased living room furniture from Colders on Saturday 11/7/2015. Our salesman was fine, and after hours there (with children) we pay and leave with an expectation of delivery soon to follow. My husband called to set up the delivery and they only had today open 11/11/2015 so he made it for today. He called back looking for later dates, but decided to keep it for 11/11/2015. I left work for the three hour delivery window, just to find out that it was not coming. I called, and talked to several rude customer service reps, and they all told me. "it's just too bad, you can't have it today, and It's your fault the date changed." I was floored to be treated in such a way!!! How embarrassing for you as a company!Desired Settlement: We want a full refund( for the delivery fees), cancel the store card with no reporting to the credit bureau, and an apology wouldn't hurt.

Business

Response:

We have left a message for Mrs. [redacted] to call us to discuss the issues she went through with getting her delivery scheduled. Spoke to Mr. [redacted] and he suggested that I speak with [redacted]. Awaiting her call back so that we can resolve and better understand what took place and come to a resolution to the matter.

Review: I purchased a refrigerator from colders in 2013, June, I made a service call because the refrigerator door was not lined up correctly. After many attempts, someone finally came out in October. The service man said that the refrigerator could not be fixed. I've been getting the run around every since.Desired Settlement: New refrigerator

Business

Response:

Whirlpool is working directly with customer in trying to get this service issue resolved since he is under manufacturer warranty.

Consumer

Response:

I am writing because I am completely frustrated with my experience with Colders. First of all, I would like to say that I bought and spent thousands of dollars at this store. I bought a china hutch, kitschen table with 8 chairs, a TV, a bed and a refrigator. Every single thing has broken that we have gotten. First, our china hutch took months to get delivered, then when it did it was all scratched up. Then our TV broke one year and a couple months after purchase. Then the icing on the cake was the fridge. We wanted a new one, they delivered a floor model because without telling us, they didn't have a new one in stock. Then the fridge broke down not once but twice within the first year. I was so mad. We had to pay for a service guy to come and fix it. Then my kitchen chairs, which are only not even four years old, the wood broke on the legs of the chair. We spent thousands of dollars on this stuff so it would last us a lifetime. This is suppose to be great quality furnature and appliences, for me, I think people are better off going to a different place to get things. The service was no good, no one was willing to help me and the don't document all the calls you have made to complain. You are better off going to a BIG LOTS, you probably will get better service and better quality stuff there. This is the first time I have ever written one one these, I just feel like I had to write something down.

Review: called to complain about a chair delivered to my elderly sister-in-law and asked to speak with a supervisor and was given the name of [redacted], Director of Operations. Called to speak and was given voice mail and have of yet not received a call. Called again and complained that I would be contacting Revdex.com if I didn't receive a call and the customer service rep said go ahead. They couldn't care less....................Desired Settlement: Just wanted to explain the situation and possibility of returning the chair and receiving a refund but no one will call me to discuss our options.

Business

Response:

We are working with customer to get a resolution on returning their chair.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Just talked to [redacted] at Colder’s and we have agreed on a solution. It should be taken care of this week Friday, the 20th. If for some reason it doesn’t happens this Friday I will let you know.

Review: I purchased a sectional sofa well over a year ago. It was delayed in delivery for well beyond what I was quoted for lead time from the factory. When I complained, they said they had all but one piece that was working in stock. After we agreed, they delivered the product with a defective section that had a broken power system for the powered recliner seat with a promise to fix it when the repair part came in. A couple of months later, the part came in. They never called me. I had to constantly follow up to ascertain the delivery and repair. they finally installed the new part and the unit worked fine. A couple of months later, another part of the sectional armless chair appeared to have lost all the cushion support. I called and asked for a technician to come out and look at it. A month later he showed up, came in and looked at it and left. He never opened it up to see what was wrong. He said I would here from custoemr service. I was curious about the failure so I turned the unit over and looked for myself and found that the entire wooden structure had failed. The wood frame completly failed at a knot in the wood. I took pictures and sent them in. I have followed up again and again and still no progress or call backs on getting this repaired. What really upsets me is their completed lack of follow up to keep me informed of the status. Promisses just come and go. The way we have been treated is completely unacceptable. We have bought numerous products over the years from colders and for whatever reason, it is always a hassel. they get the sale but offer terrible support.Desired Settlement: I no longer just want this defective product repaired. I want it completely replaced or returned for a full refund.

Business

Response:

Thank you for allowing us to address the concerns of Mr. [redacted]. On December 8th 2012

Mr. [redacted] received his sectional. I apologize for any initial delay. however, this merchandise is

imported from China. All our dates given to customers are best estimates.

It was noted on delivery that there was no power to the reclining loveseat. Mr. [redacted] was aware

that we needed to order a part. Parts generally take approximately 90-120 days to receive. Since there

was such a delay in the parts, Colders was able to pull the power pack for the loveseat on a stock piece

(which was not available at the time of his delivery). This was installed June 4th 2013.

On October 25, 2013 Our technician inspected a concern on Mr. [redacted]'s armless chair. He indicated

the seat cushion has collapsed. On October 31, 2013 Mr. [redacted] called and indicated that the frame

was broken at a knot in the wood. Again, I do apologize for all the inconvenience Mr. [redacted] has

experienced. However, Colder's works in the manufacture warranty and Softaly will service the

product unless it is deemed unrepairable. At this time, Softaly has given us the authorization to repair

the unit and not replace it.

Mr. [redacted] is currently on our contact list to repair his unit. The armless chair will have to be

brought in for repair. A Colder's representative will be giving him a call in the next 2·3 business days

to set this up.

~

8 weeks ago, we placed a "special order" for a new sofa and loveseat. Monday, 2/23/15 our furniture arrived and was delivered and it was WRONG. We ordered the power recline option and it came in manual. It turns out our sales associate ordered it incorrectly. It took 2 days for everyone "looking" into it, and the second day spent arguing with the sales associate that after much persistence we found a sales manager who agreed to RE-order our special order CORRECTLY, however the orders don't get processed until Monday so now we have to wait ANOTHER week for our furniture. If it had been handled on Monday when it was delivered incorrectly we would be one week ahead of this process. Instead we have to wait longer, AND they are taking back the furniture they delivered and replacing it with stuff from their clearance department so we get to live like Hill Billy's for the next 9 weeks. Just in time for Easter and other family gatherings. We have not received ONE apology during this entire process, but they have been consistent in pointing out the price difference, and how much more it's going to cost them to FIX. There has been no real Customer Service taking place here at all. This was our first experience with Colder's Furniture and we will NOT be going back after being treated so unfairly.

Review: On October 30, 2015, we purchased an Amana washer and dryer from the Colder's Appliance store in [redacted]I. The two units were delivered from the [redacted] store and installed at our son's residence in [redacted], WI. on November 3, 2015. Within two days of the delivery, they discovered that the wash machine did not function properly--it did not advance through the cycles. About November 20, they called the customer service department at the [redacted] store location to report the problem. A service technician came out on November 27, 2015 and determined there were two broken parts in the purchased wash machine. The parts, however, would have to be ordered and then installed. The [redacted] technician called on December 7, 2015, indicating the parts were in but that he needs to make an appointment for the installation.

Unsatisfied with the prospect of repairing a brand new appliance, I contacted the [redacted] on November 29 to determine if the wash machine could be replaced since multiple cycles were not working. The store [redacted] stated that the Colder's policy is to repair the unit rather than to replace it. I stated that I would like the machine replaced since we paid for a new washer and should be entitled to a replacement, not a repaired unit. The [redacted] was very insistent that the washer will not be replaced and that the only alternative was the repair order with a technician at [redacted]. When I repeated my request for a replacement his final comment was to ask me if I still want the repair work order processed or handle the problem on my own.

I also spoke with the [redacted] at the [redacted] store where the washer was purchased. He seemed to sympathize with our problem and said that he would speak with a manufacturer's rep to see if an exception to replace the unit could be made. Subsequently, I spoke with him two or three more times but he said the manufacturer's reps were at a convention and that he couldn't get a hold of one until December 5, 2015 at which time he would call me. To date I have not received any call from the [redacted].

Although there are no issues with the dryer, the bottom line is that we purchased a new washer which has not functioned since it was delivered on November 3, 2015, yet it appears we have little alternative other than to accept the repair of two broken parts. Additionally, we are at the discretion of the repair technician as to the time frame for the repair to be completed. The Colder's store policy is patently unfair to its customers. We purchased a new washer and expected to receive a new replacement if there were any issues. At this point we have paid in full and own a washer that doesn't work due to two broken parts. It makes one wonder if we actually purchased a new unit to start with.Desired Settlement: We would like the wash machine exchanged immediately for a new wash machine or a removal of both the washer and dryer from the premises with a complete refund of the purchase price including delivery/installation costs.

Business

Response:

We have scheduled an exchange with Mr. [redacted] for his washer which will be taking place on 12/17/15. It is always our intention to make sure the customer is completely satisfied and after waiting for parts to come in and then schedule a tech to come out and wait again, we found that the timing was too long. We apologize and hope to have the opportunity to keep Mr. [redacted] as a valued customer.

Consumer

Response:

[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.]

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,

My wife went into Colders this weekend to purchase a Serta Mattress Set. The main reason was the 2 promotions below. The bed we were looking at was not a "Floor models, clearance, closeout and one-of-a-kind merchandise" and should have qualified for the $1.50 back for every dollar spent as well as the %30/30% off. If "Sale" priced items are exclude then they should have clearly listed in this also. These type of business practices should not be allowed.
LABOR DAY SALE STARTS NOW! 30% OFF PLUS AN EXTRA 30% OFF!
Furniture, appliances, Serta mattress sets, lamps, mirrors, rugs and accessories are 30% off plus take an extra 30% off! Clearance and one-of-a-kind excluded. Orders must be paid in full at the time order with cash, Visa, MasterCard, Discover or American Express to qualify. Previous purchases do not apply. This promotion ends Monday, September 7, 2015.
SPEND A $ GET A BUCK AND A HALF BACK ON SERTA MATTRESS SETS!
For every dollar that you spend on Serta mattress and box spring sets - get a buck and a half back to spend on more furniture, lamps, mirrors, rugs, accessories or more Serta mattress sets. For example spend $1,000 on a Serta mattress and box spring set and get $1,500 to use towards a bedroom furniture set. Original purchase must include both a mattress and a box spring to qualify, and be paid in full the day of the order with Visa, MasterCard, American Express, Discover or cash. Buck and a Half Back credit must be redeemed the same day as the original issuing order and may not be used towards taxes, delivery charges, parts or any other type of service or warranty. Any unused portion of the Buck and a Half Back credit is forfeited an no change will be given. Floor models, clearance, closeout and one-of-a-kind merchandise do not qualify for Buck and a Half Back and cannot be combined with any other offer. Purchases utilizing the Buck and a Half Back promotion cannot be canceled, returned or exchanged. Promotion ends Monday, September 7, 2015

Review: I had purchased nearly $3000 worth of furniture and while I was at the store with salesman [redacted], We both counted every piece of furniture I bought that day and he assured everything was on his list in that price. Yesterday I went to get my furniture and found a small table for my bedroom missing and learnt that he did not put it in my order. Now I am out of a table that I originally paid for and they failed to put it on paper.

Also, when I received furniture yesterday, some pieces were broken. Coffee Table is broken from side and seems like someone painted over it. Table is In bad condition. A China cabinet I bought is slightly damaged from front and had broken pieces of bulbs in there that I had to clean at home. Half the furniture I received is in terrible condition and a missing table.Desired Settlement: I would like the table that was to be included in my order within the price I paid and also be compensated for the damaged furniture.

Business

Response:

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]

Consumer

Response:

Review: Liquid was in between glass door of Frigidaire Gallery Range as well as the back burner doesn't get warm.

It appears that a repair was done on the inside of the range door in what appears to be a patched hole

along with a scratch on the inside of the range door. The Frigidaire Gallery Range hasn't been used by

us at all.Desired Settlement: I request an exchange for a new range that doesn't have a hole patched on range door along with a scratch

as well as a range that doesn't have an obvious liquid substance between the glass range door.

Business

Response:

This is in response to customer complaint regarding service on her range. Customer received delivery on 11/15/14 with no indication of any problem to range. Customer called us on 11/26/14 after complaint was sent to you in regards to the issues that she stated in the complaint and we explained to her that she is under manufacturer's warranty and we would need to set up service to go out and inspect unit. She refused service and wanted a manager. Call Center representative offered to transfer call for customer, but she refused and stated she would go to the store on Friday, 11/28/14. Customer came into the store on 11/28/14 and was given an exchange. The new range was delivered on 12/1/14.

Review: I purchased two special order identical couches through Colders in [redacted] in August 2014. When they arrived I noticed that the backs of the each sofa were bumpy. I thought it had to do with maybe having bands around the couches during shipping and it would eventually smooth out. It never smoothed out. If you run you hands along the back of the sofas its like roller coaster of bumps. It is also noticeable when looking at the couches . Couches I believe were about $1200 a piece and have NO QUALITY. The fabric is pilling already on the seat cushions. These were purchased less than 6 months ago. Colders did have their furniture specialist look at the furniture. He stated that the manufacturer used and inferior polyester stuffing in the couch. Something he stated he would not have chosen to use but nothing could be done about it. He also stated that if you go to the store many of the couches have bumpy backs. I did his challenge and went to three stores one of which has cheap furniture (Cash & Carry). I did not find bumpy backs in any of the over 50 + sofas I inspected. Secondly, the furniture specialist said the fabric will pill and it is up the manufacture if they want to replace the cushions. Couple weeks went by and I received a phone call stating the manufacturer sent two new cushions. I told the Colders customer service that the bumpy backs are not being addressed and I wanted another furniture specialist to come out and look at the couches. I was told they only have one but his supervisor would call me. It has been a bout a week and I have not received a call. I have seen Colders commercial on tv that states Colders is Quality furniture. But clearly if I have to replace cushions every 4 months and visually see bumps in the back of my sofas. it is not quality furniture. I need to return the couches or donate them as they have no monetary value and I am embarrassed by the lack of quality.Desired Settlement: I would like a supervisor of Colders to call and make an appointment see furniture. Because of the two issues can not be resolved I would like the furniture returned. I also think that if Colders is going to advertise Quality Furniture than Colders have to sell quality furniture or at least return what is not. thank you.

Business

Response:

This is in response to consumer complaint from [redacted] ID #[redacted]. Customer was called as requested in regards to addressing issues she is having with her furniture and she stated that she did not want service and wanted to return items. I explained to her that she is under manufacturer's warranty and they require us to service furniture to customer's satisfaction before considering a replacement. There is an issue with pilling, which no manufacturer covers. She was offered from us to pick up furniture and bring it into our upholstery shop to have it inspected to see if it could be repaired at no cost, which some customers do and she refused. Parts were ordered and have come in, but she does not want them.

Consumer

Response:

Review: I purchased a lift chair for my mother on 7 October 2015. On 3 November, 2015, the chair locked in the fully reclined position. Contacted Customer Service on 3 November, was told the earliest a service technician could come out was 25 November - three weeks. Told the Customer Service Rep that was unacceptable. Customer Service Rep told me she would see if she could find an earlier spot and would call me back.

On 4 November, I contacted Customer Service, as I'd heard nothing back. Was again told there was a three week delay in getting service. Reiterated this was unacceptable, told them my aged mother needed the chair to sleep in. Customer Service Rep repeated the three-week delay. Asked about a replacement chair, was told 'I can't authorize that'.

On 4 November, my mother called Customer Service. She was treated unprofessionally by both representatives she spoke with, was accused of lying by the second one. My mother told her she would be contacting the Revdex.com regarding this, was told, 'Don't threaten me' by the representative.

A few minutes after hanging up with that rep, another rep called back. She gave a few suggestions on trying to get the chair to work - none did. She said she would contact Flexsteel and find out if they could help and would call us back.

That was at about 11 AM CST; by 4 PM CST we'd gotten no return call.Desired Settlement: In order:

1) Repair of the defect, or

2) Replacement of the defective chair, or

3 )Refund of all but sales tax and removal of the chair.

Business

Response:

This is in response to consumer complaint [redacted]. I was able to reach out to one of our service techs and he was able to help by going out to the customer's home and getting her lift chair to work again. I spoke with [redacted] and he is very happy with the outcome.

Consumer

Response:

[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.]

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,

Review: I contacted Colder's on Sunday, August16, 2015, to tell them I need them to come out and clean my furniture because my granddaughter spilled juice on the recliner couch. They gave me the run around all week until to yesterday, August 21, 2015 and still have not give me a time on September 12th. My father bought my husband and I furniture from there with a 5 year warranty and I can't get good service. I didn't want him to purchase anything from them because I had a bad experience 12 years ago with them. I should not have to wait until September 12th to get my furniture cleaned. Also, the cushion in the recliner couch is going away so they might want to fix that as well. I don't know how they got a A+ rating from the Revdex.com, but everyone that I spoke with, plus my own experiences, they suck!Desired Settlement: I want them to come out now and clean the couch, not 3 weeks from now.

Business

Response:

This is in response to consumer complaint for [redacted] ID#[redacted]. Ms. [redacted] has been contacted in regards to her concern about spilled juice on her furniture. Ms. [redacted] has been set up to have this serviced on 9/12/15 with US Quality Furniture Service. The service provider will go out and attempt to clean the stain and if for some reason it does not come out or the customer is not happy with the service, we will seek other options at that time. It is always our intention to take care of a consumer's complaint right away.

Business

Response:

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.

Consumer

Response:

It is accepted with reservations.

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,

Review: I purchaced a bedroom set from Colder's on 2/15/2014 in the amount of $1398.73. It was delivered on 2/18/2014. They came ,and set the set up, and sence I was at work I had my wife ask the delivery men if the could remove the old dresser and bed railing, and gave them They agreed. The problem was that they scratched the led of my bed, and just threw the dresser with the drawers hanging out and it was sticking out in the alley. Then the had the nerve to throw the railing in my neighbors yard, and I got yelled at because of that. I paid with my hard earned money not for them to damage my purchase, and disrespect my neighborhood. This is very unprofesional. Delivery charge was $100... For what, 2nd rate service.Desired Settlement: Give me what I paid for in full-I paid for a new undamaged bedroom set. And delivery service charge refunded.

Business

Response:

We are sorry to hear about Mr. [redacted]'s concern regarding the delivery of his bedroom set. As soon as this was brought to our attention [redacted],our [redacted], got involved. He contacted Mr. [redacted] and we have made arrangements to exchange the footboard on February 25, 2014. [redacted] also visited the delivery site. The residence is a two family home with a shared back alley. Colder's delivery crew put the dresser next to one set of garbage cans and the rails next to another set of garbage cans. Knowing that the dresser would not be picked up by the garbage collectors and that Mr. [redacted] would need to make other arrangements for disposal, he offered to put the dresser in the back of his pick up truck and dispose of it for him. We appreciate that Mr. [redacted] took the time to address his concern and are happy we were able to resolve the issue in a timely manner.

Sincerely,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I purchased 4 end tables and one coffee table at Colders in Grafton. I picked them up on a Sunday afternoon. After opening the boxes I noticed that one of the tables was damaged. I called customer service Monday and told them that I wanted it replaced. They stated that because I didn't call the store immediately on Sunday that they could not do anything about it. I explained to them that the store was closed by the time that I unpacked to furniture but they insisted that I caused the damage. I then called the store directly and the agreed to replace it. And they call it customer Service? I am thank full that the local store was helpful.

Review: I have been dealing with the service/warranty company which is contracted through Colders in West Allis since January of this year. After 8 Months of excuses, a service repairman came to house to repair damages to my furniture. After asking him NOT to use a "filler" on my furniture, he proceeded to do so and now I have green and blue colored marks on my year old, expensive sofa.No one from Colders or [redacted] has tried to contact me to resolve this issue and I want answers. I dont need any more excuses. I paid over $2000 for a piece of furniture that is now ruined and I want it either replaced or a FULL refund.Desired Settlement: Refund and/or replacement of complete sectional. There is no exception at this point. I got married in August of this year and was embarrassed to have people at my house for a rehearsal dinner. My wedding date was August 17. No one has contacted me since a week before hand and every time I call I get put into a voicemail. I am honestly over trying. It is their turn to rectify this situation. My next contact is Contact 6 and I am sure they dont want that either.

Business

Response:

[redacted] is a outside warranty company that offers an accidental policy coverage in which Ms. [redacted] purchased through Colders. However, Ms. [redacted] was unhappy with the service technician [redacted] provided for her repair. Currently, [redacted] has contracted Colders to rectify the repair to Ms. [redacted]'s satisfaction.

On October 12, 2013, Colder's had sent one of our technicians to Ms. [redacted]'s home to complete the repair. Prior to Colder's involvment, parts for Ms. [redacted]'s sofa were ordered and we were to install them. Upon arrival, Colder's was able to complete one of the sofa's to Ms. [redacted]'s satisfaction. However, the other sofa still requires parts. I have received authorization to order the correct parts from [redacted]. It will take approxiametly 4-6 weeks to receive the parts.

I spoke to Ms. [redacted] and she is happy with our technican's repair. She also understands we need to order more parts and is aware of the delay to complete the repair. As soon as the part comes in, I will be in contact with her to complete her repair.

Sincerely,

Review: On Saturday 5-2-15 I was shopping at the Oak Creek Colders and spoke to Stan a sales person regarding purchasing a built in refrigerator, he quoted me a price on a Samsung unit, I indicated I would discuss it at home and get back to him. Later that day I contacted him and agreed to the purchase. I put one half of the deposit down over the phone and the sales person indicated I would need to go into any Colders in the next several days to pay the remaining balance for the unit and the delivery charge. I had indicated that this was for a kitchen remodel and that I would prefer to delay delivery, August was the agreed upon delivery date however he indicated they were flexible on the time frame. So on 5-6-15 I went to the West Allis Store and paid the remainder of the balance for the refrigerator and delivery , the clerk gave me a receipt and noted in my file that delivery was to be scheduled at a later date. On 6-3-15 I received a call from Dan Hunt telling me that there had been a mistake made and that they were unable to deliver the refrigerator at the price I purchased it for, He indicated they do have the unit and are willing to "work with me on the price" however are not willing to deliver it at "that price". I indicated that I have a receipt from the store indicating that I had paid for the unit and the delivery in full. He again stated they would not deliver it for the contracted amount. I stated this was part of a kitchen remodel and due to it being a larger size and a built in unit,that in the last month the kitchen had been planned around the refrigerator and cancelling the order was not an option for me. Unfortunately unless I pay Colders more money they are unwilling to provide me with the refrigerator. I requested a call back from a manager and received no response, so the following day I made several calls before I was able to speak with Jim Lewicki, store manager, he also indicated they are unwilling to deliver the merchandiseDesired Settlement: I would like the refrigerator I paid for to be delivered without having to pay additional money

Business

Response:

The refrigerator that Ms. [redacted] purchased from our store was not a stock item and was unfortunately priced incorrectly in our system. This was discovered in our internal review process. The unit was priced far below the actual cost. I informed Ms. [redacted] that due to this error we could not deliver the item. I offered to re-price the unit at a very competitive price. Ms. [redacted] was understandably upset and unwilling to pay anything additional for the refrigerator. I have refunded her money in full and sent her copies of the refund as well as a copy of her receipt. I also highlighted the portion of the receipt that stipulates our policy of management review for accuracy. I would be happy to answer any additional questions that Ms. [redacted] may have.

Dan H[redacted]

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Business

Response:

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

Consumer

Response: