Colder's

Review: This was a customer service issue with no resolution as of yet.Desired Settlement: I paid for an installation of a refrigerator and ordered two tables from this establishment. The delivery men plugged it in and that was the extent of their installation. They did not secure the water line as I expressed. I paid for that installation and didn't receive it.The tables delivered were damaged and sent back. Would like a refund on the installation and replacement of tables that are not damaged.

Business

Response:

This is in response to customer complaint regarding complete setup of refrigerator and damaged tables at time of delivery. Our company policy is that we can not install appliances in the home where no one is residing for liability reasons. Customer called in upset and we explained that to him and he understood why we could not hook up the water line. As far as the tables are concerned, we would not leave customer with damaged product so we took them back and reordered new ones and will deliver them out once they come in. Product is inspected before going out on delivery by the warehouse and crew. Unfortunately something was missed when this was done and all has been addressed.

Review: My furniture was delivered about two weeks ago and the delivery guys that put the legs on stated the furniture like mine is usually unleveled and for me to put card board or something under it. ( Really for this Price) My self and family went to the store and the furniture does not have card board under it and its flushed with the floor. A lady by the name of Ann called to see if I was satisfied with the delivery and I explained it to her and she schedule for some one to come to come out way in September; while my furniture is left unleveled and with hopes it won't be permanently damaged by then. The guys also left 4 extra legs. The lady name Ann stated there should have not been any extra legs. I called cooperate and a lady named Monica a customer rep. stated she was told its just an adjustment issue and they can send a driver out; well I explained it was a driver that left it this way. She really kind of blew me off and said some one will call me back named June R. I waited and did not receive a call so I called the Co. numbers and asked for June. June was not aware of me or the situation.

Business

Response:

This is in response to consumer complaint [redacted]. We have been in contact with Ms. [redacted] and service was set up for 8/12/15 to address the problems she was having with her furniture. Tech went out to address the issues and service is complete.

Review: I bought furniture on 11/08/2014. I also purchased a 5 year protection plan . I was told by the salesman [redacted] that this warranty covers any and all damage that may occur to the furniture. Rips, tears, burns, frame damage, material damage. Basically anything that goes wrong with the furniture for any reason will be covered. If they cannot fix the damage they will replace the furniture. On 4/20/16 I called to file a claim for my couch which the fabric is all frayed on the cushions already, one cushion so bad that there is a whole in the fabric. The cushions also are all flattened out already. I was told on this day that I do not have a warranty. I Then called the store on 4/21/2016 was transferred to the original sales guy [redacted]. He said everything is covered. Said he would get back to me by Monday 4/25/16. He said he would take care of it. I never received a call back from [redacted], so on 5/4/16 I called the store to speak to a manager. I spoke to a [redacted] she said she was relaying the message right to management and they will get back to me. I still have not gotten a call back regarding this claim.Desired Settlement: Repair of the couch or replacement with another couch. Also assurance that in the future if I have a claim it will be dealt with in a timely manner for the full five years. If not then reimburse for the warranty after honering the warranty for this couch.

Business

Response:

We have been in contact with Ms. [redacted] in regards to her service issues. We have a tech scheduled to go to her home at no charge as a 1 time courtesy because she is out of manufacturer warranty to inspect her furniture to see what we need to resolve her complaints because the pictures she has sent us are not very clear. She is scheduled with a tech for 6/27/16.

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, however I can not say I will be satisfied after the visit. That depends on what they plan to do to resolve this problem if anything. I will respond in further detail after the tech visit later this month.

Regards,

Review: I picked out a color from the color palate handed to me by the Colder's Sales person, but a couple days later I was told by Colders that the color was not available and I had to pick another color. Colders called me back again a couple days later and told me that color was also not available. After going back and forth looking at colors for the 3rd time, we did not like any other colors. Disappointed by our experience we were going to look else where, but the sales person called later and said that Broyhill was willing to make our couch in that color because of the problems we had. Colders classified that order as custom, so it was going to be 4-6 weeks to complete. We later found out that this also meant that we could not return the item and also had to start making payments a little over a month later. 4-6 weeks turned into 4 months and 4 payments on the financing of the couch with having it in our possession. Excuse after exclude on why it took so long, but when it finally arrived it had serval cosmetic defects that needed to be repaired. We have now been waiting over 2 months for the parts needed to make the repair and still do not have a date when this will happen. Since it was a "custom order" we can also not return the item or negotiate on price.Desired Settlement: Colders has made us very aware that we have zero leverage in this disaster of a situation. We have already waited 6 months and prefer to keep the couch we have been waiting for...once they fix it to make it look like a new couch. If not a billing adjustment, then a refend.

Business

Response:

This is in response to consumer complaint [redacted] ID# [redacted]. Mr. [redacted] has given us the opportunity to work with him to resolve the service issue that he is having with his furniture. He is aware that we have been in contact with the manufacturer to assist us in getting his parts to us as soon as possible to complete his repair to his satisfaction. Once parts are received we will be working with him to arrange for his furniture to come into our shop to repair and then make arrangements to have it delivered back to him once complete. We will keep Mr. [redacted] updated.This make be a second response, because I don't know if you received the first one.?

Consumer

Response:

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,

Consumer

Response:

On Fri, Nov 6, 2015 at 11:50 AM, <[redacted]> wrote:Hi [redacted],Colders did recently contact me and they were not able to fix the problems the couch came with. They did offer me additional dollars off the couch to keep it as is. Given all the issues I have had, I did accept this resolution.

Terrible from the start. When we went o pick up our bedroom set, we waited at the door docks over an 1/2 hour before I went back ino the ffice and complained. When we were waiting outside nobody came by and said anything to us. Not even hi.
Now, we have a problem with the rails breaking on our bed and its been 3 months now and still no resolution . Still waiting. Colders does stand behind what they sell. I would NEVER recommend them to anyone. Never again will I buy anything from them.

Review: I puchased a floor model dishwasher on 3/18/14. I was told it was at a sale price because it was last years model and they were making room for the new ones. First I asked if it came with the book and the sales man asured me all the info would be inside the dishwasher. When we went to install it guess what no information at all. I callled and even drove back to the store. The only help I got was get it on line. My time my ink. I paid for these things. On 7/7/15 my dishwasher quit. I call Kitchenaid. We talk and then Jennifer wants to update my registration. Come to find out the store sold me a 2011 model. If I had wanted 2011 dishwasher I would have bought one. I thought I was getting the most up to date, not. I bought a dishwasher that was 3yrs old. That is not what I agreed to purchase. I understand that the warrenty starts at purchase date. I'm not sure what it covers but we will see. I now have a almost 5yr old discontinued dishwasher. Not what I was told I was getting. Who knows what happened to it in the 3 yrs it sat in the store? If a warrenty only lasts 2yrs what is the price on a 3yr old dishwasher? I feel this is fraud. The manager tried to tell me the salesman was misinformed. Wrong this is a well known and established bussiness and you know what your inventory is. I was taken advantage of.Desired Settlement: I want to return my 5yr old dishwasher for store cedit.

Business

Response:

This is in response to consumer [redacted] ID# [redacted]. We have been in contact with Mrs. [redacted] and she agreed to have us set up a service call for her dishwasher and we are also working on addressing the situation where she received a different year model than what she received. We offered Mrs. [redacted] an extended 5 year warranty at no charge for the issue of the different year models and just awaiting her to look over the warranty and decide what she would like to do. It is always our intent to make sure the customer is happy with the end result.

I purchased furniture from Colders on 11/8/2014. I purchased a protection warranty for this furniture after 45 minutes of the sales guy Greg telling my kids and myself how anything is covered under this warranty for 5 years. holes, burns, tears, everything is covered. On 4/20/2016 I called the store to have my couch repaired. There is a hole in one cushion and the fabric is fraying on the entire cushion area. Spoke to Greg, he said everything is covered and he will take care of it. He said he would call me that Monday. Never received a call from him. I called the store again on 5/4/2016 spoke to Katey asking for a manager to speak to. She said she couldn't get ahold of one, but would get the message to management and have them call me back. Never received a call back. I called again on 5/5/2016 spoke to Erika she again could not get a hold of a manager and said she would get the message to the managers. They never called me back again. I called yet again on 5/11/2016 spoke to Erika again after stating the reason for my call she hung up on me. Called back waited on teh line this time until someone else answered. Spoke to a manager and he said nothing was covered for my furniture as this is wear and tear. Then stated that a manager couldn't help me anyways the warranty company was the one to talk to. I told him I had spoke to the warranty company and they said it is not covered. Manager said it is a manufacturer issue and that expired after a year. Completely not happy with this company and their managers.

Review: We purchased a sofa set, we when went to cancel it we were told we could not due it being a special order. We asked what made the product a special order, it was the decorative pillows. The added pillows that came with the sofa makes the entire piece a special order and not eligible for a return. This does not make sense to either my wife or I. When my wife called the first and second time she was very upset on how she was treated. She did asked several times to speak to someone else. She was told that he was it. Then I called a different store and they were willing to take it back with no problem or question. When it was mentioned that we spoke with the other store they wanted to contact that store. When my wife called back the following day a different manager was there. How is it we were told there is no other manager in the store when obviously there is. We did get a refund with money taken off for a restocking fee. However, neither we or the store have the product. How is there a restocking fee. Also, we had to pay a restocking fee for the $300 protection plan. Again, this makes no sense. Due to the way my wife was treated as well and the run around and inconvenience of this, I am asking for the rest of my money back. This has put tremendous stress on my wife and is not worth the $752.55. Thank you.Desired Settlement: The rest of my payment of $752.55

Business

Response:

We apologize that Mr and Mrs [redacted] had to speak with a few different people to handle their request. We had to get other managers involved since the [redacted]'s request was something out of procedure. At time the of purchase the [redacted]'s agreed to the terms of sale. As indicated on their receipt, their purchase was indicated a special order and special orders are not subject to canellation, return or exchange. Also receipt indicates that: Floor model pricing and 30% or greater discounts are non-cancellable and non-refundable orders. The [redacted] order was written with 30% off and then an additional 30% off, therefore making this a non refundable order. Please note that since Mr and Mrs [redacted] request to cancel the order was due to personal issues and Colder's chose to make two exceptions. First to cancel the special order (which the special order merchandise has now arrived as is in our [redacted] warehouse) and then to issue a refund (less the restocking fee).

Consumer

Response:

Why has the reasoning changed for not excepting the return? This is now the third reason that we have been told. This is the first time that it has been mentioned about the sale is why it was not returnable. I do appreciate you accepting the return with the 30% fee, however, since every person is giving a different reason makes me question how the business is run. It is clearly obvious that each person gives a different reason for not returning an item. I feel that overall this has been handled poorly right from the beginning. Don't get me wrong I am glad that it took several people to help with part of the refund. Why is there a restocking fee for the $300 protection plan? Why is a Special order due to a sale? I truly would like to talk to the owners of the company regarding this. Since, all I have been told is that the store managers are right below the owners. Currently I am upset with the different answers we have been giving. If the sale is now the issue regarding the return, that should have been explained at the time of purchase, which is now a sales person issue.

Business

Response:

The restocking fee was calculated off the purchase price of the merchandise only. The $134.99 delivery charge and the $209.99 extended protection were not in the restocking fee calculation. Each special order item is noted on the reciept and the terms and conditons of the sale were acknowledged by Mrs. [redacted]. We are sorry to hear about the personal situation that lead up to the cancellation however, Colder's has made an exception in two areas to help address the concern. Again, we do apologize for the number of people the [redacted]'s had to speak with, but because the [redacted]'s were asking us to override the store policies, we had to get management involved. The refund of $2000.00 was issued on March 9th, 2015.

Thank you

Review: I am a working, single mother of [redacted] and my refrigerator went out so I decided to go to Colder's in Oak Creek, WI and purchase a "new, unused" Amana refrigerator with my son's disability check. I purchased the refrigerator on 7/3/13 from Colder's and it was delivered to my residence on 7/6/13. A couple days after getting my refrigerator I went to the grocery store to stock the refrigerator . On 7/21/13 I noticed my food was moldy, milk was clotted, the freezer food was not frozen and my meat was dripping blood all over the bottom. I contacted Colder's and notified them about the issue that same day. They sent a technician from [redacted], out to my house on 7/22/13 and the technician stated that the "compressor" went out. I again called Colder's and notified them what the technician said. Colder's stated that they will replace my refrigerator with the same make and model and that I was not going to get a refund of my money due to the fact that they "can not sell used appliances" I refused due to the fact that the manufacture and Colder's both stated that they were not covering my food loss or the medicine that was in the refrigerator and that there was no guarantee that this wouldn't happen again if I did get the same make and model. They also stated that my refrigerator is covered under warranty and not my food. On 7/24/13 I went to Colder's and spoke with [redacted], the sales manager, and he again stated that he is trying to help me, but that I would not be getting a refund of my money. I proceeded to look at other refrigerators but they were all out of my price range. I continued to try to work with [redacted], but he was not giving me many options on what to choose from. The other refrigerator was the same make and model that I just had, the second one was gray and did not match any of my appliances and other the other ones were not in my price range. Also please note while I was there I took pictures of used refrigerators that they were selling that had been in someone's home. I do have all my original receipts and pictures of my food loss and the used refrigerators that they are selling at Colder's. The salesman NEVER mentioned a 5 year extended warranty that would cover my food. And who would of ever thought a compressor would break with 2 weeks of buying a brand new refrigerator. Please help me. Please :(Desired Settlement: The only outcome that I want is to get ALL my money back that I paid for the refrigerator so that I can go somewhere else and buy one. Someone please help me :(

Business

Response:

Revdex.com of Wisconsin

10101 W. Greenfield Ave., Ste, 125

Milwaukee, WI 53214

ID# [redacted]

Dear Mr. [redacted],

Thank you for allowing us to address the concerns Ms. [redacted] was having with her Amana

refrigerator. Ms. [redacted] purchased her refrigerator 7/3/ 1.3 and had it delivered 7/6/13 (Doc A).

On 7/22/13 Ms. [redacted] called our Colder's Appliance Center in regards to her freezer not cooling.

On 7/23 /13 [redacted] inspected her refrigerator. It was reported late in the day that the

compressor was bad. On 7/24/ 13, Colder's received an authorization from the manufacture to exchange

the unit. At this time, Ms. [redacted] wanted to reselect another refrigerator. Ms. [redacted] came in

7/25/13 to reselect and had it delivered 7/26/13 (Doc B) . .

According to the manufacture warranty, food loss is not covered (Doc C). however, an exception was

made for Ms. [redacted] and [redacted] authorized on 7/26/13 a $75.00 check for medicine loss. This

will take approximately 4-6 weeks to process and be mailed to the customer.

Colder's values Ms. [redacted] as a customer and is willing to refund her delivery fee of$89.99 to help

absorb some of her food loss. It is not Colder's policy to sell defective merchandise under any

circumstance.

Lastly, I noticed Ms. [redacted] did not purchase a preferred service plan on her new refrigerator. If she

is interested, there is still time to purchase this. The cost for a five year preferred service plan from

date of purchase is $179.99 plus tax.

Please advise me if Ms, [redacted] would like the delivery cost refunded and or if she is interested in a

preferred service plan on her new refrigerator.

Sincerely,

Colder's Customer Care

Review: We bought a washer and dryer from Colders back in December 2014 and when they delivered the washer and dryer we told them which side we wanted the doors installed on the upright dryer. When we went to use the dryer the door was installed on the wrong side. We went to the store 2 times to complain. They keep telling us they will have service call us. Then we called again they promised we will get someone to come to get it fixed. After several attempts we did not get the dryer door the correct side. My only attempt is to go thru Revdex.com to help us since Colders will not respond to what we r asking them to do.Desired Settlement: We would like our door installed to the correct side.

Business

Response:

We have contacted Ms. [redacted] and made arrangements to get her dryer door reversed. Again we apologize that it has taken so long to take care of this and the opportunity to make things right.

Review: The 6 month old couch we paid $3444.00 for has started peeling on several parts of the furniture. We pay $250 per month for a couch that we wanted to last several years. When I sleep on the couch, bits of the paint come off on my face. Our children had lead poisoning from our old house and now I am concerened about this dye that is coming off the couch and the health of our 4 children. This is a real leather couch that we were told would hold up for a long time. Colder's sent technician who said the couch is repairable. He would come back and re-dye it and replace the armrest. I asked the technician if I will receive a follow-up call or if I should call and he stated that Colder's will probably call. 5 days later I had not heard from Colder's so I called and told them the couch was getting worse and that re-dying is not an option. The CSR said they had not put the order in until this phone call because they were waiting for me to call and confirm that I wanted a new arm rest. The technician had said Colder's had to wait until I called to place the order. I was never told I had to do so. I asked for a new couch or money back and remove the couch. I was told its my property and the only thing they could do is re-dye it. I asked what happens if that dye starts to peel and the CSR said we would deal with that when the time came. Again , I am concerned about my young children getting sick from this peeling dye and the fact that we still have to pay for this 6 month old leather couch. My wife and I contacted them 3 times and we were told to call the manufacturer of the couch (which the first CSR didn't have any contact information for), as well as, to contact the company I financed the couch through. The CSR, not the technician, told me it would take several weeks to fix the couch and get the part in. He was not sure how long that meant. We have a 1 year warranty on this couch and it is 6 months old. They are trying to push it out past the warranty.Desired Settlement: Full refund and removal of couch.

Business

Response:

This is in response to consumer complaint [redacted] ID #[redacted]. We have been working with Mrs. [redacted] in regards to her complaint about her furniture where the leather is wearing off on the arm and also other places of her furniture that the leather is flaking. Mrs. [redacted] is aware that we are working with the manufacturer in regards to what can be done to resolve the issue and will keep her updated. It is always our intention to make sure the customer is taken care of in a timely matter and updated on the progress of the service issue.

Review: On 11/11/2014 I [redacted] along with my husband [redacted] purchased three stainless steel appliances

from the [redacted] Colders. Two of the appliances came the dishwasher and the stove although it now appears the

ceramic stove top has a interior crack. I [redacted] paid for the three appliances in excess of 3200.00 on my credit card

as part of a three appliance package price that was all included as one price. The salesperson [redacted] at time of purchase

insisted and told us do to our concerns that If the refrigerator did not fit we could easily return it and get a full refund at

time of delivery. I [redacted] preceded a few days prior to deliver to call [redacted] in regards to measuring the

area telling her the width of the refrigerator doors would not fit she insisted they would fit to avoid us cancelling the

refrigerator purchase and getting a refund. Well 4 days later it was discovered by two colders delivery drivers that the

refrigerator definitely would not fit do to the doors being to wide. The delivery drivers wrote on the papers that we

would be returning refrigerator this day do to the very problem on 11/15/14. Since this time I have called 2 customer

service reps to no help as well as I talked to [redacted] the store manager and Matt another store manager both claiming

my credit card would be credited as of today still NO CREDIT TO CARD. I called [redacted] and the credit card

holder said to give colders fifteen days from purchase before disputing charge and reversing charges it is now

11/25/14 and Im a day away from calling credit card company when 2 customer service reps and two store managers

should have done their jobs in the first place and credited my card for the quoted refrigerator price by store

manager matt and [redacted] of 1,583.00. After this horrible experience I will never purchase another appliance from

any colders stores again and will encourage all friends and relatives to go elswere if considering a purchase

from the Colders store chain. This handling of the problem by all employees involved is unexcusable.Desired Settlement: I [redacted] am still waiting for Colders [redacted] store to refund 1,583 Dollars for a refrigerator I NEVER RECIEVED! Refund my card please

because if you contest it with my credit card company I will be forced to take you to small claims court to seek judgment this way.

Business

Response:

Thank you for bringing [redacted]'s concern to our attention. The credit will be applied to [redacted]'s card today. We apologize for the misunderstading, as [redacted] was under the impression that [redacted] was going to come in to reselect. We never intentionally held back the refund and was hoping to work with [redacted] in the reselection process.

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.

Review: I purchased a refrigerator on 10/5/2013 and started having problems with it in September 2014. I have had over 7 service calls by a third party contractor hired by Colder's for appliance repair named [redacted]'s. In May of 2015 [redacted]'s deemed my refrigerator "unrepairable". Since this time I have been sent to the original manufacturer (Electrolux), the third party contractor ([redacted]'s) and Colder's to try and get a resolution. All this time my refrigerator has been broken. I have been told by Colder's on three separate occasions that they are looking in to it and they are waiting for information from either [redacted]'s or Electrolux depending on who I speak to at Colders. NOT ONE TIME has a manager talked to me as they are always on the other line and they will call me back. They have never called me back and I keep calling and they keep saying they will get a resolution today. Well it has been 4 months since it was deemed unrepairable and there still is no resolution and I still have a broken refrigerator.Desired Settlement: I want a full refund of my money and an apology and admittance of wrong doing and extremely poor service.

Business

Response:

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.

Wow I don't think I have ever been so upset. (back story)First we went to colder's to buy a mattress they talked us into a latex mattress that I know was going to break down but they sold us into it. it had a 30 year warranty. so like I knew it would it has a 2" crater in it. so we have $1000 credit. (now) we go there to get a good mattress, they first price the one we like 1000 more then a different store that we looked at mattresses at. as they were checking our warranty credit now its down to 940.. " oh, they were figuring with the delivery and removal costs". THEN with the promo that you guys had when you bought the first mattress "we can not figure it in with the sale price, you would have to pay the full price".(SO what would the point of the credit would be?)(at this point blood is starting to boil) got the store manager involved.. the deal he came up with was 3400 - the 1000

BUT we would not get any of there current promo.. and if we finance it on a credit card I already had I would have to pay $300's in tax and delivery separate of what would go on the card. We have a finance card with the same company as colders and they don't charge us the tax.

Review: On 4/16/16, my wife and I went to Colder's to purchase a new King mattress set. We were going to take advantage of the "for every 1 dollar spent on a Serta mattress set, you get 2 dollars back to spend in store" deal going on. Our salesman was [redacted].

We were debating between 2 different bed firmness', so during our shopping for a mattress we made sure that there was a period of time which we could exchange the bed if we didn't like the firmness or if we didn't like anything else about it. [redacted] stated he knew there was at least 30 days we had to sleep on it (from date of delivery), but it could have even been 60 or 90 days, he wasn't sure. Knowing that we wouldn't need more than 30 days to sleep on it, this was enough time for us. But not only did he answer our question at this moment, he went on to say that we needed to be sure to keep the Colders-supplied mattress protector on the mattress. [redacted] stated that if there is ever an issue with a mattress, they will ask if we were using the mattress protector because they want to ensure we kept it clean. We agreed, since that made sense the company would want to ensure the mattress could be kept clean for any exchanges. He also stated that if the price is different, our "double back" store credit amount would change, which made sense. (ie, if we bought the first mattress for $4,500, our store credit amount would be $9,000...but if we exchange it for a $3,500 mattress, our store credit amount would be $7,000) So not only did [redacted] answer our question about an exchange, but several minutes of our discussion were focused on exchanging the mattress if we weren't satisfied. Because of my indecisive nature, I would not spend this amount of money without having a "safety net" of being able to exchange a product. Both my wife and I had this somewhat lengthy conversation with [redacted], so we both heard him state we could DEFINITELY exchange the mattress, if desired.

We bought a mattress set, plus we used some of our store credit to purchase a couch, loveseat, ottoman and recliner. The rest of the remaining money is remaining in store credit in the future. Again, I confirmed we could exchange the furniture as well if we didn't like it, which [redacted] responded that we could indeed exchange it. The mattress set was scheduled for delivery on 4/30/16, and the remaining furniture would be scheduled for delivery once it arrived.

When the bed was delivered on 4/30/16, I confirmed with the delivery driver that we had the op[redacted]unity to exchange the mattress if we didn't like the feel of it. He stated that he thought the time period was 90 or 120 days to exchange the mattress, but to be sure to keep the mattress protector on the bed. This was almost exactly the same as what [redacted] told us, so I signed for the delivery. My wife also heard the delivery driver give the exchange rules, so again we both heard the same thing.

We noticed the mattress was quite firm right away, but we decided to give it a few weeks to sleep on since it was a brand new mattress and was quite firm. After not softening to my liking, I decided to go to the store to exchange it for the softer mattress. On 5/13/16, I went into the store but [redacted] was not working so I spoke to the manager [redacted] H. [redacted] stated that they do not do exchanges on mattresses. I explained that I was told by both [redacted] and the delivery driver that they took exchanges as long as the mattress protector was used, which it was on our bed since the moment we got it. He explained it was their store policy not to take back mattresses. This is the moment I was starting to realize I had been lied to/misinformed, at length, by the salesman and misinformed by the delivery driver. I was visibly shaking in anger. [redacted] H. explained that [redacted] would be in the following morning and he could speak to him to call me with what they discussed and what [redacted] recalls. Because of the amount of customers each salesman sees, I wasn't sure how much [redacted] would remember but we joked about how indecisive I was when I made the purchase, so he might very well remember us. Since I was confident [redacted] would explain that he told us we could exchange the mattress, I shook [redacted]'s hand and waited for the call the next day assuming this would all be resolved. I was wrong.

The next day, 5/14/16, I received a voicemail from [redacted] stating that he spoke to [redacted] stated [redacted] told him he recalled us talking about the possibility of exchange, but [redacted] claimed he did not state we could exchange the mattress. This infuriated me because, I could maybe understand not recalling the details of one particular customer, but to confidently state that he was certain we did not discuss an exchange is a lie. I played the message for my wife, and her jaw literally dropped. I called [redacted] H. back to discuss it further but had to settle for leaving a voicemail. I asked him to call me back THAT DAY, but I am still awaiting his response 3 days later.

In summary, we were told during the sales process that we could exchange anything we didn't like, this include our mattress set or any of the furniture we purchased. After the sales was completed, we were told it was the store policy that they do not exchange mattresses. I am now beginning to fear that if we have a problem with any of our furniture, they will state a similar "store policy" defense.Desired Settlement: 1) I would like to be able to exchange the mattress for a different one, as we clearly discussed on the date of purchase.

2) I would like to know when our furniture will be arriving for delivery and have it delivered. I have already paid the $134 delivery fee, which [redacted] explained covered the mattress set, furniture, "everything" as explained by [redacted].

3) I would like confirmation that we can exchange the furniture if it is not to our satisfaction because I do not want to have to go through this again like we are currently doing with the mattress,

4) I would like confirmation on our on our store credit amount left to spend in-store. [redacted] told me the amount, and it is traceable by doing some math based on "spend on day of purchase" but I would like confirmation of this. The amount I was given is $5,351 left to spend (mattress set MINUS furniture price and bed frame price)

Business

Response:

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.

Store Manager

Colder's Furniture & Appliance

Review: On May 12, 2016, I purchased a table from this Colders location. The table that I bought had a price tag on it listing the price at just under $700. I brought the price tag to the sales person, and I purchased the table with a credit card. I told the sales person we would pick up the table either that day or the next day. As I was leaving the store, the sales person called my cell phone and asked me to come back into the store. I went back into the store, and it was discovered the price tag was on the wrong table. The sales person then referred me to the store manager, [redacted] was extremely rude and unapologetic. He admitted that the tag could have been switched by his employees or a sales person, but ultimately, he would not give us the table we had just purchased. We informed him that false advertising laws in Wisconsin state he has to give us the table for the price it was advertised at. He said he wouldn't give us the table unless we paid an extra $800, and he also could not find the table that the price tag actually went to.Desired Settlement: The only resolution to this problem will be for the store to give us the table that we paid for at the price it was advertised for.

Business

Response:

Thank you for allowing me to respond to the concerns of Mr. [redacted]. We strive very hard to address each issue quickly and fairly for all parties involved.

I was present the night Mr. [redacted] was in the store, so I do have first hand knowledge of his situation. Mr. [redacted] entered the store and our sales person [redacted] asked if he could be of assistance. He said he was looking for a dinning room set but wanted to look a bit first. While in the store they did have some dialogue on what he might be looking for and what sales were being offered at this time. Mr. [redacted] continued to look a bit by himself without assistance from a sales person. Shortly, Mr. [redacted] approached [redacted] with a price tag and said he wanted to by this table set. We price all of our sets with a small "T" stand that sits on top of each table and describes all the pieces that make up a set and the price. They are not permanently attached to any one set. When Mr. [redacted] confirmed he wanted this set [redacted] proceded to the check out area and processed his order as he requested. During this brief transaction there was an exchange of dialogue about the table he was looking at. This particular table was on clearance and only the floor model was available. After the order was completed [redacted] went to the the table that corresponed to the price tag he was given and realized that based on his conversation that it did not match. Mr. [redacted] was still in the store so we called him over to confirm which table he wanted. He pointed to a marble table set that was valued at $3100 and said a price of $697 was sitting on this table. I explained that the tag he had given to [redacted] was for a small cherry top table and not a marble top table that he described. He reciept matched the price tag he had given the salesperson.

I tried to explain that the tag he had would not have been on that table but he was adamant that it was. I can not confirm whether it was or not, but I can confirm it was tagged properly as recently as 1 hour prior because another sales person was sitting with her clients at the marble table previously. Mr. [redacted] claims this is false advertising, but at no point while he was in the store did any sales person present or offer a marble top table for the $697 price he wanted it for. I apologized and offered to sell him the set at a reduced price of $1597 but he only wanted it for $697. I then offered to refund his purchase in full and he desided he wanted to try a different option to get this table.

I did apologize for any misunderstanding but the tag he presented to us did not represent a marble table. I will still offer the marble able at the $1597 price I extended that night or process a full refund.

If I can answer any more questions please let me know.

Thank You

Store Manager

Colder's Furniture

Review: I purchased two England Chairs from Colders with an extended warranty that I paid extra for and included material. When the service associate came out to look at the chairs he said that we needed new cushions and that the material had broken down on the arms of the chairs and would need to be replaced. The cushions were ordered and were picked up, however they came with the new material on them already. They will not cover the worn material on the chairs even though they have a warranty and the service associate stated that we would need the chairs to be re covered. We now have new cushions with brand new material that looks "new" while the rest of the chair the arms specifically look over 10 years old. I have contacted them several times and no one will give me any answers.Desired Settlement: I need the chairs recovered because the material has broken down within the first year under the warranty.

Business

Response:

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.

Consumer

Response:

Bait n switch... first told free financing. Approved for $4000, was going to spend $1700. Told need to pay 10% more for financing. SAY WHAT!!! Isn't that false advertising? They can keep their furniture!

Review: On 5/10/2014, I purchased furniture items from [redacted] at Colder's. She informed me that since this was a custom order, it had to be ordered direct from the manufacturer and could take "up to 10 weeks" to arrive. That would put the arrival date at 7/19/2014. While some pieces came within this timeframe, not all did. I was notified by a call from [redacted] (she left a voicemail message) on 8/6/2014 that "everything is in stock..." I called back and scheduled delivery for 8/15/2014. On 8/14/2014, I received a call from Colder's Customer Care Department notifying me that one of the pieces was burned and needed to be reordered from the manufacturer. They only wanted to know if I wanted the other pieces delivered or not. But since I had already been waiting 14 weeks, I asked how much longer I'd have to wait to get the replacement for the damaged piece. I was not given a date. I said that was not a good enough answer. I had paid for something and was told I'd have to wait a maximum of 10 weeks, which is a long enough time, in my opinion. I wanted a more definite answer. The Customer Care Rep I was speaking to, [redacted], said that a manager would call me back. I received a call from [redacted] Hawn approximately 1 hour later. He again asked if I wanted the delivery or not. I told him I was not satisfied with having part of the order because I'd already waited so long, and I wanted to know when the damaged piece would be ready. He stated that he had already spoken to his office manager about it and that he had called the manufacturer. He said he wanted to "gather all the information" before he could offer anything to me, but that he would contact me later that same day, 8/14/2014 with a response. He asked, "Is that fair? Can we cancel this delivery for tomorrow until we know more?" I confirmed what he said by directly asking him if he would call me back that same day. And he promised he would contact me before the close of business. However, he did not call back at all. On 8/19/2014, I called Colder's and was told he was on vacation. This was upsetting because it seems he totally blew me off! I asked to speak to the manager on duty but was told I could leave him a message, which I did. I received a call from someone named [redacted] (I didn't get his last name), I explained the same issue to him. He told me that "[redacted] would be back tomorrow" and that he would have him call me. He offered no resolution or help with the issue. I told him I was upset and felt I was getting the runaround and that someone needed to help me. He reiterated that he would have [redacted] call me back. This is HORRIBLE customer service. I've paid for a product that was supposed to be ready by 7/19/2014, yet I am STILL waiting a month past that. As of this week, this order is almost 15 weeks old. And I can only assume that the additional piece will take AT LEAST another 10 weeks to be made. That is unfair for Colder's to take my money and not give me what I ordered.Desired Settlement: At this point, I would like a full refund because Colder's has breached the contract of this sale.

Business

Response:

We apologize for [redacted]'s concern on the delay of her special order product. While unloading the receiving truck, we noticed one item on the truck was damaged due to shipping. The one piece was never unloaded and sent back to the manufacture. We are truly sorry this happened and even though the damage was out of our control, we took the responsibilty and contacted Ms. [redacted] as soon as we made the discovery. It appears though, we failed with our follow up calls. Last month, [redacted] did speak with Ms [redacted] and adjusted her account and issued a refund of $369.60 and Ms [redacted] since has accepted the delivery. Again, we apologize for the delay and our lack of follow up. We truly appreciate Ms [redacted]'s business and should have called her back on the day we promised a call.

Sincerely,

Review: My wife and I purchased two Natuzzi Leather sofas from Colders on Feb. 1, 2014. We upgraded to the highest quality leather available for these sofas at an additional cost. We received our sofas on July 22, 2014. On December 29, 2014 5 months after delivery, Colders was contacted and notified that the color of the leather was flaking off in 7 different locations on both couches. There was a technician sent out and his solution was to apply a dye to the areas to cover up the defect. I refused this solution and asked Colders to contact the manufacturer for alternate solutions. Through this process from Dec to March (10 weeks) the damaged areas increased from 7 to 23. Realizing that a touch up to the existing defective area was not going to be a solution I once again requested that Colders contact the manufacture to see what could be done. The response was that the only thing that could be done was to dye the existing areas. On April 27, 2015 a technician repaired the defective areas. On July 20, 2015 I once again contacted Colders to notify them of more defective area that were in need of repair. The customer service representative has been extremely inattentive to my request to resolve this issue. My many efforts to contact the representative have went unanswered. I have been calling twice a week for three weeks and following up with an email every week with no response. It is now Sept 30, 2015 (10 weeks later) and I have still have no response and no suggested resolution for my defective sofas.Desired Settlement: I have allowed you to perform your original solution of dying the defective areas. This solution was not sufficient to correct the defects with the original product sold to me. The sofas continue to get worse with every passing day. I would entertain many different resolutions from refund to repair if I was confident it was a permanent repair not something that only lasts a few months.

Business

Response:

This is in response to consumer complaint [redacted]. We are working with Mr. [redacted] to come up with a resolution for getting his sofas repaired. The manufacturer has been contacted as to how to rectify his continuous flaking of the leather on his sofas. It is always our intention to take care of a consumer's complaint right away. Again we apologize and thank you for giving us the opportunity to rectify the situation.

Business

Response:

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.

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.]

On two separate occasions for 10 or more weeks each time I pursued a warranty resolution I was ignored and or given brush off responses regarding correcting the issue with my furniture. I feel this treatment is unacceptable and can only partially be blamed on the manufacturer. It was not until my issue was escalated and brought to the attention of the Revdex.com that updates regularly came from Colder's and my issue was finally resolved. I am satisfied with Colder's offer of store credit as a resolution but ultimately I am not satisfied with my experience with Colder's as a whole. Thank you June for finally putting this issue to rest.

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,