Colder's

Review: In Jan. 2014 I went in to purchase furniture from the mentioned business, I was informed by the sells rep I had just missed the "money back" sale but I would still get a great deal. I informed the sales associate that I did not want used furniture I was told oh yea we will get new this that blah, blah, blah, and a manager walking by jumped in on the conversation and said yea we sure will and asked me how much credit did I get approved for and so on. I completed the sale only to find out I received floor model set. The set arrived damaged, up to and including scratches or "bur" in the wood around the whole top of the mirror on the dresser( which the store claims some kind of tree settling from making dresser), 2 of the drawers not staying closed, all of my handles on the drawers are lose and "jiggly" like a cheap inexpensive set. It also seems like my bedding or mattress must have been used because I have never in 30 years purchased a mattress that has the tags that you are not suppose to remove half way removed.Desired Settlement: I am so frustrated with this company because I have contacted them and all I seem to get is excuses, excuses, and half way apologies. They have credited my account back approximately 114.00 but this is a bedroom set (of which I didn't purchase the whole set like nightstand, etc. and or a box spring ) that cost me 2500 and was said to be a quality set but seems to be everything but and I feel ripped off. I want the store to either completely removed the set and refund all or give a 50% discount because this is ridiculous and I feel taken advantage of.

Business

Response:

Thank you for allowing Colder's to address Miss [redacted]'s concern with the bedroom set she purchased. At the time of delivery, Miss [redacted] did acknowledge receipt of merchandise and signed indicating that there was no service action requird for the merchandise that was delivered. However, we do realize after the consumer has more time to thouroughly inspect the product a service call may be necessary and one was consequently scheduled. Unpon the service inspection, it was determined that a set of drawer glides would be needed for the dresser and the concern Miss [redacted] had with the mirror was factory distress mark and is considered characteristic of the collection. A sales manager did get involved and acknowledged that her receipt indidcated back order merchandise. Since the purchase was made and prior to Miss [redacted]'s delivery, Colder's did receive a shipment of this bedroom collection. When Jon saw that Miss [redacted] received the display dresser in error he offered her the option of a discount to keep with service to the drawer glide or the option to exchange the dresser. Miss [redacted] stated she needed to speak with her fiance and asked him to call back on Tuesday. In the meantime, I became aware the concern. I called Miss [redacted] and apolgized for her dissatisfaction and asked what we could do to satisfy her concern. She stated she wanted a discount not just off the dresser, but the entire bedroom since she purchased it as set. I agreed to adjust the entire bedroom set. I pointed out she paid $1134.00 for the set and offered $115.00 credit. I also stated that since her concern with the mirror was factory distressing that I would personally inspect a new mirror and pick out the one that had the least amount of distress marks and exchange that along with the dersser. Miss [redacted] again stated she wanted to speak to her finance and asked that I call her back on Wednesday morning. When I called Miss [redacted] on Wednesday at 10:15 a.m. a woman answered the phone and when I said hello, they hung up. Thinking we were accidently disconnected, I called back. I was only able to leave a voice message. Approximately four hours later I tried calling again. Once again, I was only able to leave a message. So on Thursday morning 9:40 a.m. I tried Miss [redacted] again. This time she did answer and asked if I could call her back in about half an hour. At 10:12 a.m. I called back. There was no answer and I left a message. I tried to reach Miss [redacted] again at 5:00 p.m. that evening. This time the phone was picked up and nothing was said. After a brief moment I said hello which then prompted them to hang up. I have tried to reach Miss [redacted] over the past few weeks and now the only number we had at this point was disconnected. I feel that we had made several attempts to address Miss [redacted]'s concern and have agreed to her request. I went ahead and is[redacted] a $115.00 credit to her account back on 2/14/2014 and have inspected a new mirror. We are prepared to exchange the mirror and the dresser and will a wait until we hear back from Miss [redacted] to proceed. As far as the mattress, this is the first we are hearing about her concern. Miss [redacted] did receive a new mattress (we do not sell used/returned bedding) and she does have a full manufacture warranty. Please note, I see that a new number is listed on this email and I did go ahead and leave Miss [redacted] a message asking her to call me so we can set up the exchange on the two pieces. I will wait to hear back from her. Sincerely, [redacted]

Business

Response:

As we stated, Colder's is willing to take back the dresser, mirror, and bed. The mattress is non returnable. We did agree to refund the purchase price of those items less a reduced delivery fee and stated that this offer would be available through March 31, 2014. Of course the option to exchange out the dresser and mirror is still available throught March 31, 2014 as well. I look forward to working with Miss [redacted] and putting closure to this is[redacted]. I will wait for her call and if we do not hear from her by the end of the month we will consider the is[redacted] addressed as it stands.

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 one sided, Colder's has not done anything to show more that they value me add a customer and furthermore that there is a good value in this product of theirs. I have no choice but to return what I can

Regards,

Review: In May I bought all new appliances for my new home. They were delivered in the end of June but we did not move in an start using the appliances until the end of July. Within a month the dishwasher started error coding and leaking water everywhere. Called Colders and they sent out service and said that it's a manufacturer defect in the machine and that they would have to order parts and see if that fixed it. The parts would take awhile to order. So I am without a dishwasher for the last 2 weeks and now would have to wait for a month for new parts to see if then it worked. I called Colders and asked for an exchange and they refused. I went to the store and no one was available to even talk to me about it. I have left messages for the service manager and the general manager and the only call I have received back was from a service scheduler that told me they are just going to let the manufacturer take care of it. I think it's terrible that you spend almost $7,000 in a store and they do not even have the courtesy to call you back or have any customer service at all. According to their service and sales staff after the fact this is an ongoing issue with this dishwasher so why even push it on people. I came there to buy a different brand to begin with.Desired Settlement: I would like to return this dishwasher for in store credit to buy the Whirlpool I originally wanted to buy in the first place. I do not think that waiting 1-2 months to fix a less than month old dishwasher is acceptable.

Business

Response:

We do apologize for the inconvenience. It is always frustrating when a new purchase requires service. As you know the warranty is through the manufacture and we work closely with the manufacture to see that all concerns are resolved in a timely manner. This dishwasher was exchanged on September 4, 2015, prior to us receiving this Revdex.com notification. We are thankful for the opportunity to do business with Ms. [redacted] and again, apologize for the inconvenience. Kind Regards,[redacted]?

Review: THe product I purchsed serta hybrid mattress firm is not as advertised in the store. The matress was purchased on 5/15, delivered on 5/18, complaints were filed verbally 5/22 and 5/23, formally via internet on 5/23. No one is willing to resolve my issue.

The mattress is not a solution to side and stomach sleepers back problems and is not functioning as it was sold to me.Desired Settlement: I would like to exchange the firm mattress for the plush version

Business

Response:

We are working with Ms. [redacted] and she will be stopping into the store to select a new mattress pad cover.

Review: I made a $3000 furniture purchase. One item was returned an ottoman , I was told by my salesperson [redacted], once the return was made I would be receiving a $286 credit to my credit card. The return was made .I asked my salesperson about the credit, he told me the system would process this automatically. I waited 2 weeks, called to follow up and was now told, they do not owe me a credit. It was confirmed by Tk and his manager, Joe [redacted] I would be getting the credit. My entire experience with Colders has been a series of lies involving delivery dates and delivery charges,, defective furniture, pricing etc. I left a message with the store manager, Jon [redacted] 5/11. To date no return call.Desired Settlement: I would settle for a refund of my total delivery charges 160.00 or the credit of 286 I was told I was owed.

Business

Response:

Hello [redacted]; Thank you for allowing me to respond to Miss [redacted]. We strive very hard to resolve any and all misunderstandings as they arise, quickly and fairly.I have spoken to Miss [redacted] and I am aware of her concerns. She has also spoken with Mr. [redacted] on this matter. Her statement is pretty accurate as far as making a purchase of several items in early April. Delivery was made on 4/8. All was fine at that point. Miss [redacted] contact her sales person and said she wanted to return an ottoman with a value of $270. No problem , so we sent a delivery truck out on 5/2 to pick it up. All would have fine to refund that amount but she then purchased a bedroom chest which we then delivered on 5/3. The money from the ottoman was used to pay for the chest. Miss [redacted] feels that because she was told she was getting a refund that the chest purchase does not count. Unfortunately Mr. [redacted] & myself were unable to communicate this to Miss [redacted] to her satisfaction. Mr. [redacted] has already agreed and process a credit of $60 to cover a portion of her delivery fee. As a courtesy I will agree to credit her another $100 to try and resolve this matter. If Miss [redacted] wants her full credit of $284 she would need to return the chest.If I can help in any other way please let me know.[redacted]Store ManagerColder's Furniture & Appliance

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 will accept the additional $100 refund as a settlement.

Regards,

We purchased all kitchen appliances from Colders West Allis in the Fall of 2014. [redacted], the salesman, was excellent: professional, courteous and knowledgeable. All post sale service was extremely friendly and efficient. Colders also had the best price.

Review: I purchased a washer and dryer 10/9/11 with a 5 year warranty. My dryer stopped working about 2 months ago and they have been out at my house 3 times to try to fix the dryer and still does not work. I called the warranty number several times and I cannot get a response from them.Desired Settlement: I would like the dryer either fixed or a new one and reimbursement for my laundry fees for the past two months.

Business

Response:

This is in response to consumer complaint [redacted] ID #[redacted] regarding service on her dryer. It is always our intention to take care of a consumer's complaint right away. We have been in contact with the warranty company and they have stated that Mrs. [redacted] needs to contact them because they are looking at replacing her dryer. We have forwarded the information that the warranty company was looking for and they were going to reach out to customer to get her taken care of.

Consumer

Response:

Review: I had purchase a power recliner and was delivered on April 23rd of 2014. Two additional pieces a rocker and power sofa were delivered on May 12th of 2014. The power recliner was serviced once on June 19th per Colder's and the seat is doing the same thing. The seat slants deeply to the right and now its doing it again. Not only that now the other two piece are doing it. I called Colder's for service and the had a an out source person to look at. From the person that came in and looked at the furniture told me that there was a problem with it. Then they sent a person from Colder's and he also told me that there was a problem with a the furniture. Them I receive a call from the manager at the call center and his name is Martin and he told me that the service people that came to my house said the furniture met manufacture standards. I was told something else from the service people. So now my furniture will not get fixed nor will I get my money back. This is brand new furniture and it has a YEAR WARRANTY. I don't get it. It I send my furniture back to the store nobody would buy it. I could not even sell it my self who would buy it.Desired Settlement: I just want my money back. I don't want to deal with them any more. I have [redacted] and I am getting flares ups because of this. I can't even sit on this furniture it cause me pain. The seat slants to one side and creates pain for me.

Business

Response:

We are very sorry to hear that customers complaints haven't been resolved to her satisfaction.At this point we can say that 2 different upholsterers evaluated customer's complaint that all her furniture

Review: Brand new washer delivered and didn't work. Would not return it for one that does work. They said we have to get it fixed. We bought a new washer why would we have to get it fixed just give us one that works. We have now been without a washer for 10 days. Technician came out and said he thinks it the mother board and it will be another 2-3 business days. Why should we continue to wait all we are asking for is an exchange for a new working Electrolux.Desired Settlement: Exchange the machine for same model or one model higher that works.

Business

Response:

This is in response to consumer complaint [redacted] ID #[redacted]. Mr. [redacted] is under manufacture warranty and they require us to sent out a service provider to determine what is wrong with the washer. Unique Appliance was out on 9/30/15 and determined that they needed to order a mother control board and a drain pump. This should resolve the issue with the washer and if this does not take care of the issue we would look at other options at that time. it is always frustrating when a new appliance requires service. As you know the warranty is through the manufacture and we work closely with the manufacture to see that all concerns are resolved in a timely manner. We are thankful for the opportunity to do business with Mr. [redacted] and again, apologize for the inconvenience.

Consumer

Response:

Review: We spent over $8000 at Colder's West Allis, and expect top notch customer service on our new appliances. Our washer, dryer, refrigerator, dishwasher, range, dresser, bed frame, mattress, and box springs were delivered Saturday, December 21st. Upon arrival the driver had told me that the floor model bed frame I had purchased was "pretty beat up" - When I was in the store 3 days prior, the frame did not have a scratch. The driver told me that I could take a look at the head board once they removed all the appliances. Turns out they had the wrong bed frame! The driver was very polite and called the store to address the issue. He then told me that my sales person, [redacted], would be giving me a call when he got in 30 minutes later. I never rec'd a call; and I called later that evening. It didn't seem to be an issue for him, seeing as he already had my payment for the items. He had told me that at the same time I was purchasing the items, another sales person was "tagging" them for another customer. Long story short, I now have to wait weeks for the correct bed to be delivered!

The bigger issue comes from my Electrolux washer. After having the unit for 5 days, it broke. I called Colder's and they transferred me to someone in Texas, who wasn't able to find my information. I called back and spoke with my salesman again, and explained what happened; again, didn't seem like an issue to him. I expect a NEW unit in my house within a few days, but instead I have to make numerous phone calls, and be transferred a dozen times, in order for someone to tell me that "[redacted]" will be coming out Monday between noon and 5 - I never rec'd a phone call from anyone asking if that time would work with our schedule. Instead, my husband has to take off work to accommodate the technician to "assess the machine". This will not satisfy our need for top notch customer service. I would like the machine replaced with a brand new one. This should not be my issue. Colder's can take the washing machine back and have a technician look at it in the store.Desired Settlement: After the money I spend at this business, I expect a brand new washer in my home. I do not want the unit to be fixed, as who's to say this won't happen again? I should not have a broken washer after 5 days, and I should most certainly should not have to wait 4 more days for someone to come out and look at it. - They didn't even tell me if it would be fixed the same day. I can be patient, and stand sleeping on the floor for a few weeks, but I will not tolerate a brand new, broken major appliance.

Business

Response:

[redacted] had a service appointment today, Monday December 30, 2013 to determine the cause of failure to the washer. It has been determined upon inspection that Colder's would authorize a new washer. Ms. [redacted] has been notified and the delivery exchange has been set for Tuesday December 31, 2013.

Colder's would like to extend their apologize for any inconvenience. Thank you,

Review: We purchased a Flexsteel Sofa and two Flexsteel Recliners from Colders in West Allis on March 15, 201. The items were delivered on the Saturday of Memorial Weekend. A few weeks later we noticed that one chair had a major fabric flaw and squeaked. I contacted Colder's customer service and the gentleman who took the call had me on the phone for about 20 minutes mostly in silence and he finally told me he never heard of a company fixing a squeaking chair. That's ridiculous. I was told someone would get back to me and no one did. I sent 2 e-mails to Colders as I work during the day and am not always able to make personal calls. I finally threatened to file a complaint with the Revdex.com and then got a call and was told a "technician" would come out to our home. About 3 weeks later a man came over and tried to fix the squeak but could not - said it was not fixable. He said he would order new fabric for the chair and when the fabric came in, he would have to spend 2 hours or more at our home putting the new fabric on the chair. After the technician left, my husband and I looked at each other and said - we want a new chair. I again wrote several e-mails to Colders with no responses. Finally, a [redacted] called me about a week and a half ago and kept saying they would send a technician over to try to fix the squeak again and that the fabric was ordered. I insisted upon a new chair. The technician who originally came out to fix the chair has been doing it for 25 years and I would think if he says a squeak cannot be fixed, it cannot be fixed. [redacted] said he would have the customer service person, [redacted], contact us - I have heard absolutely nothing.

We want a replacement chair - same chair, same color - one that is not flawed - one that does not squeak and I don't want to be blown off by Colders just because my furniture was purchased and now they are done with me. I want some decent customer service and responses to my e-mails and calls. I do not want someone at my home for 2+ hours fixing a chair that may not look the same as the fabric may not match and it may not look as professional.

Please help me get this resolved as soon as possible.

Thank you.Desired Settlement: Brand new, replacement recliner....same color, etc.

Business

Response:

Having looked into this matter I can see that parts were ordered for the customer's furniture on 07-14-14.

Once those parts arrive, we will get in touch with them to ask that they schedule service.

Review: I had purchased a couch set that was the floor model, the sales person told me that it came with pillows and I let me pick up the pattern. I was told that it would be 2 weeks for delivery. After the 3rd week I had called to cancel the order. I am being told I can not cancel due to the pillow pattern being different than what was on the couch. This makes the entire couch a "special order". The couch is not a special order, it is the exact same as the floor model. I spoke to [redacted] who told me there is no way we would do anything. He gave me an address for the owners of the company. I looked at the address which is just another store. I called that store and spoke to [redacted] was willing to cancel the order and use the store restocking fee. I am fine with this. However he needs to speak with [redacted] to see why he said no. I am back where I started $3000 spent and no way to cancel the order because I was offered to pick a pattern. We didn't even want the pillows she just they came with it. How was I supposed to know that a pillow makes the entire couch a special order. I am 100% unset by the way this has been handled. I have asked several times to speak to someone who came make a decision, and all I get is "I'm [redacted]". There has to be more than a manager and then the owner. They are not working with me at all.Desired Settlement: I would like a refund for the couch, which the store still does have. I paid $2752.55 for everything. After the restocking fee of 30%, I would like my refund of $1926.79.

Business

Response:

Mrs. [redacted] purchased a sectional in February. Whenever the is any deviation from the display, it's considered a special order. Mrs. [redacted] requested the throw pillows to be made in another fabric, therefore making this order a special order. As indicated on all our receipts, special orders are non cancellable. However, Mrs. [redacted] explained her personal reasons for the cancellation request. Colder's management did authorize an exception and the order was cancelled, less a restocking fee. Mrs. [redacted] will be refunded $2000.00. A message was left this weekend at the home number explaining these arrangements.

Thank you

Review: I purchased a bed and some other items based on a promotion but the next day found the same bed (the primary reason for my purchase) three hundred dollars cheaper. I asked if they would price match or anything of the sort but they wouldn't. I would have taken a return on all other items purchased and then price matching if it would have saved the hassle but the [redacted] was rude and told me absolutely not and that I wouldn't be able to cancel my order or return anything even though it wasn't even in and had been placed two days prior. I asked to speak to a customer service manager based on the way [redacted] talked to me and because of the claim that I can't cancel my order and they said they'd have to have a manager can me back. I've been waiting over 48 hours for a call and finally called back and got a supervisor, [redacted], today. He said he'd cancel the order but didn't apologize for the delay in contact or the rudeness of the salesman. He said they are going to charge me a restock fee on the items and I said absolutely not after what I've been through and he made me wait 20 minutes on hold to tell me a different manager has to ok it and doesn't think they will and I have to wait for a call. Completely unacceptable.Desired Settlement: I want them to credit me everything back and accept the return and not to change a restock fee for all the inconvenience this has caused.

Business

Response:

We apologize for how this situation was handled. Even though we would not combine two promotions on the same item, we should have evaluated the promotion that [redacted] brought to our attention on the mattress only. [redacted] was aware that we would not have been able to include the $1200.00 worth of merchandise along with the price match, but we did not give her that option and we should have. [redacted] was credited back the full amount yesterday.

Review: We bought a chair from Colder's in Grafton in June. Three days after getting it home the stitching began to fall apart on the arms and we had to schedule a service call. This was resolved.

In October, we again needed to have service done on the chair, as more stitching was falling apart, this time on the seat cushion. The technician came out as scheduled and said he would need to order us a new cushion and that once it came in we would need to have yet another service call for them to come back and "install" it. It hasn't come in since it was ordered on Oct 12th, 2015.

It apparently is not a chair that one should sit on, as we try not to. Since the third day we have had to cover the chair in blankets and try not to use it as we are not confident in its ability to be sat on without incurring some sort of damage. A chair that cannot be sat upon is not a chair. A warranty that cannot fix a problem is not a warranty, but a meaningless piece of paper.

We have also contacted [redacted], the manufacturer of this chair and after repeated attempts to get a response from them, we were forced to spam every post on their social media pages. Only after a few days of this did they respond, which they said they would look into our issue. We have not heard back from them, but it is my understanding that warranty issues are typically resolved by the store that has sold you their chair.

What I am not asking for is simply a refund. It is not worth my time to have a chair that needs more maintenance than a small child and basically takes up space in my house. I realize that Colder's policy does not allow for this but I believe them to not be holding up their end of the warranty and this would be an acceptable resolution for this situation.Desired Settlement: What I am not asking for is simply a refund. It is not worth my time to have a chair that needs more maintenance than a small child and basically takes up space in my house. I realize that Colder's policy does not allow for this but I believe them to not be holding up their end of the warranty and this would be an acceptable resolution for this situation.

Business

Response:

We have spoken with Mr. [redacted] and he is aware that the fabric is no longer available for his chair from the manufacturer and would be willing to refund his money back to him once the chair has been returned to us.

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,

Review: I purchased a refrigerator on April 5, 2014 it was delivered on Saturday April 19th. On April 23 the appliance was failing to keep items cold freezer items were melting. Customer care at Colders was called. It took several attempts to find a company to service the refrigerator "in your service area" per the customer service representative. The customer service representatives were not helpful in solving our problem. We paid cash for an item that became defective within 4 days and we had to wait until the 28th for someone to come and service our refrigerator. At no time was any type of replacement offered there was no ownership on Colders behalf to assist the customer with a defective item.

Monday the 28th came and went with NO service repairman showing up. The company was called to confirm the appt that morning. The time was set for 3:30 in the afternoon. At 4:30 when no one showed up the company was called and we were assured we were on the list and someone would be at the house. NO one came. A call was made to the company Tuesday morning and some excuse about a busy signal was given. Colders acknowledges no repsonsiblity with this either, although they took our money gave us a defective product they own no responsibility in fixing it. The repairman came Tuesday May 29th only to tell us that it was the compressor that failed on the unit. Basically like the engine failing on a car, and we were told a part would be ordered. When Colders was contacted again we were denied any help with solving the problem. They willingly took our money gave us a defective product and refused to replace the appliance. We were then told we would have new part by end of the week. Well May 1st & 2nd came and went with no part to fix our still non-working appliance that we paid cash for. On May 5th we received a call from the repairman to report that the part was received but it was defective so they could not set up a date for repair of our non-working brand new appliance. Ironically Colders called to tell us that "it just came to our attention you are without a working appliance" and that they could offer us a replacement. It took two weeks for any type of customer service recovery. However it is now two weeks after the appliance broke down and we still don't have a date for repair. I again would like to stress it is the major component to a functioning appliance that is in need of repair and this is not the only issue before the appliance broke the ice machine failed to work properly.Desired Settlement: Ultimately we were willing to wait for a new appliance, as if a major component breaks on a brand new item it seems the logical thing to do, however due to the terrible customer care we have received we would like the item picked up and a full refund. If a full refund is out of the question then having the appliance replaced in a TIMELY matter is the only other acceptable option as there is more than one thing wrong with the appliance. I would ask that that the company put themselves in the consumers position and take a real look at the issue.

Business

Response:

We are sorry to hear about the issue Mr. [redacted] is experiencing with the Frigidaire refrigerator that was purchased from Colder's. We have been working with Mr. [redacted] and the authorized service center to resolve this issue. The refrigerator will be exchanged and a new unit will be delivered. We truly apologize for the inconvenience.

Sincerely,

Consumer

Response:

Review: I am copying the letter I sent to the president and general manager:

My husband and I purchased furniture from Colders on January 4, 2014. It was a special order for the love seat, so we did not receive the furniture until February 15th. On February 18th I had to call by salesmen, [redacted]. to inform him that one of my chairs cushions has separated from the chair. The service department contacted me and the manager was told that I wanted a new chair. He insisted that a service person come out to look at it. On February 28th, [redacted] came out and looked at it and was told that I did not want it repaired I wanted a new chair. He took pictures of both chairs and said the service department will contact me.

Weeks went by and no call. On March 11th I called the service department to find out where my new chair was. I was told I refused repairs and would not be getting a new chair. So you can image how upset I was. I called [redacted] and his boss told me to come in and pick out another chair. When I got to the store, I come to find out that I could not get the chairs to match because the material was discontinued and they sold the last chair that week. So after about an hour and talking on the phone with my husband, I picked another chair and fabric.

While waiting for the new chair (waiting 6 weeks again) the chair that I complained about continued to get worse. A spring broke in the back.

The new chair came on May 10th. I showed your delivery person the couch and he suggested I call the service department because just like the chair, the pad is separating from the arm. I called the customer care department and reported the problem. Just so you know, the phone call was long and I could not hear clearly. The service department is coming out on May 27th to look at it.

In the meantime, a spring broke in the back of the new chair on May 19th. Call the customer care department again. On the phone again for a long time and reception was terrible.

I want you to understand that the furniture has not been used much. Trying to sit on couch to see how long it will last. It separated after about 10-15 times sitting on it. I do not know what this furniture would look like after it has people sitting on consistently.

I need this resolved and I need it resolved now. I want this furniture taken out of my house and I will come in and find other furniture made by another furniture company in its place. My suggestion to you is to cancel your association with [redacted]. I tried to get information on [redacted] through the paperwork attached to the furniture and website and there is no phone number or email address to contact them listed anywhere.

So the general manager handed the letter to the service department manager. which sent out a repair man and the cushion is being replaced. I requested again that I want the furniture out of my house and I would buy another brand of furniture from them to replace this furniture. The service manager told me to call the manufacturer and gave me a number. The number she gave me was for a sales site and I found out I could not contact the manufacturer myself. I called Colders again and of course got the service department and explain again that I want this furniture out of my house and Colders needs to contact the company. When I waited about ten days and no call. I called them back and was told they received a email from the manufacturer that I can not return the furniture and that the beefed up the cushion so it should be better. I asked for a copy of the email and was told it was between the retail and the manufacturer, that I could not have a copy.Desired Settlement: Either a refund for all the furniture in the amount of $3040.00 or replacement with a different brand of furniture.

Business

Response:

We are sorry to hear that Mr and Mrs [redacted] have had a bad experience with the furniture they received on 02-15-14.

Our Customer Service Department did contact the manufacturer to request a return and credit on the furniture customer purchased,

Review: On Saturday, November 8th, I purchased a couch and loves eat from Colders. They had a sale going on which was 50% off the sofa and 60% off the love seat so I decided to make my purchase with Colders because I thought it was a reputable company. I had a custom order for my couch sets. They said that it could take up to three weeks at the latest, but it shouldn't take that long. On November 29th, at 12:56 pm I received a voice mail message from [redacted] (the salesperson who sold me the couch) saying that my couch sets are ready to be picked up and to call the number to make an appointment to set up date for delivery. I then called to make the date set for Friday, December 5th because that was the opening that worked for me because I had off that day since Wednesday December 3rd I had to work second shift. They told me that I had to call the day before (which would be Thursday) at noon to set up a time for Friday. Just as I was about to make the call to schedule for delivery for the next morning June from Colder’s, their customer service manager called me to inform me that there was a hole in my sofa couch! I told her “I was really upset because I waited this long and I did not want a couch with a hole in it for them just to fix it. I also got rid of my other couches because they were supposed to deliver my couches on Friday morning! I did not pay all this money for them to give me a couch that was fixed!” I immediately went down there because I wanted to look at the damage in there warehouse and see for myself where the damage was. Sure enough there was a hole (not large but a hole) in the back of the couch. I kept saying I didn’t want a couch that was fixed because that was not what I paid all this money for. I paid for a NEW couch. After me stressing that I just want a new couch or my money back, she told me that my only option was to get it fixed and that I would never notice it and a refund could not happen because it was a custom made couch. I didn’t want a “fixed” couch and also stated, “well, what am I going to do in the meantime, my family including my two year old daughter is going to be sitting on the floor because you called me half a day before the day it was suppose to get delivered and called me Nov 29 saying they were in so I got rid of everything in my living room because I thought this was getting delivered. She said, “well, we could give you a loaner couch. I asked if I would be responsible for damages on the couch she said of course. Well, loaner couches were out of the question for me because I didn’t even receive the ones I bought from Colders yet and I also have a dog and child so that was definitely not an option for me. I never even received the ones I paid for in the first place. She didn’t offer any explanation as to what happened. Just basically that all they would do for me was fix it and it wouldn’t take that long. I was very unhappy about this whole situation. I felt that I should be refunded right there because that was not what I paid for and it should be MY option to take a couch that was damage and that needed to be fixed. They said they would compensate me for the damage but couldn’t let me know how much until I received the couch to see how long it would take because that would affect discount. I bought a custom fabric couch and June (custom service manager) told me the fabric needed to be ordered and they would put a hot rush order on the fabric. My step mother was also here since the encounter when I went to look at the damaged couch. She told them to contact her every few days (because I work second shift) and let her know the status on the couch. Nobody contacted her, she contacted them. A week went went by still no word on the couch. A phone call was made again to June asking what is going on. The answer was the same as before and she acted the same as if she did not care at all. Basically, it was “oh well, sorry this is what’s happening and this is all we can do for you.” Another week goes by still, no word. She told me they were going to put a hot rush order on it so it should have been roughly 4 days from when I talked to them. At this time, I am extremely upset , Christmas is around the corner, I have family coming from out of town, and I have no couches and my two year old daughter has also been sitting on the floor. I have no tree up because they kept saying my only option was to take this couch after fixed so been waiting on something that never came. After going back and forth with no result I went down there yet again on Friday, December 19th stating that I want to talk to a manager above you (to June) because when I asked her the first time when looking at the couches on December 4th she said that she was the customer service manager and the one that deals with the situation. When I went in there this time, I went to the secretary to the customer service desk and said I need to talk to the top manager about my situation and June turns around ready to come walking to the lady behind the glass that I am looking at. I told the girl that initially helped me I wanted someone above her because this has gone way too far and obviously nothing is getting done and this is horrible. John the store manager comes up to me, I explain him the situation saying that I am done with all this that I had a damaged couch to begin with when I feel like I do not even think I should have take any item that is damaged/fixed because that is not what I paid for. I even gave Colder’s the benefit of the doubt due to them saying it’s my only option and they failed at also fixing the couch. John was extremely unprofessional, uncaring, selfish and did not care about what was happening. I kept telling him that I would like to speak to someone above him and he said that he is the highest person. I said who is the person above you? He said the president of the company was. I didn’t believe that was the case because I wanted a business card of his and it said store manager. After I tried to insist on a phone number or a way to contact someone else. It was also a fail. The president was the person above him and the only way I could contact him was to write a letter to Colders, the one where I purchased this couchset ([redacted] store) and they would give them the letter. Again, another thing I was not getting anywhere on. Everything and this whole experience was absolutely horrible so me writing a letter to the President and giving it to the store who is causing all these problems was just fishy to me. I also believed this John guy wasn’t the top guy that there is someone above him because his business card just said store manager. He would not give me any information and just insisted that again my ONLY option was to wait for the fabric to come in and for it to get it fixed and still could not give me a date, said it SHOULD be ready Tuesday a day before Christmas Eve. The way he now was treating this situation left me in even more shock. I was explaining how we are sitting on the floor due to their negligence on their part. After I asked how we could resolve this problem, he offered $150 off of my $1600 plus bill and said that was ALL he can and was going to do for me. Another “manager”, who left me with the feeling, sorry oh well. I said “that barely even covers a delivery charge and I still did not receive the couches yet”. I stated to him that I have been dealing with calls, trips, no Christmas tree up, My Christmas plans had to be changed because I don’t have anything for my guests to sit on, and we have been sitting on the floor. I purchased this November 8th! You guys told me it was ready for pick up on Nov 29th (I still have a saved voice mail from it) When you were supposed to deliver it the morning of December 5th you call me December 4th to tell me there was a hole in the couch and this time everything is out of my house and ready for my new couches to come. Again, I am done with this situation and would like a refund so I can purchase couches by Christmas! Same reactions as before, he could care less about the situation and said that’s all we can do Is fix it and it should be here by Tuesday. Again, I couldn’t get a refund and my only choice he was giving me was to wait and give me $150 off. I am just appalled, shocked, and disgusted at this whole situation and the lack of customer service/unprofessionalism that this company has. I have never experienced something like this in my life. I just want my money back and am done playing games with Colders.Desired Settlement: I would like a refund. I paid with my credit card that expired Nov 2014. My credit card company has also been notified on the situation.

Consumer

Response:

On Tue, Dec 23, 2014 at 4:22 PM, [redacted] wrote:[redacted],

Review: My wife and I purchased a coach from colder furniture on [redacted] in mid-October took delivery on it early November and the arm of the coach was Loose. Had a repair man out three times now they took the couch because arm almost broke off they refused to give me a new coach . They want to repair the coach and I would like a new one as I feel that I paid for a new couch. I talked to the manager there and he said he would call me back with the decision never received a call of nothing. To me that's a poor way to run a business when you buy something new and expected to be a good quality and get a piece of junk. So close to say how disappointed I am in coolers furniture I will I wouldn't send a dog that place. And I'm top of that they talked me into buying the extended warranty now I can see why they wanted me to buy the extended warranty very dissatisfied. To me this is not the way to reset a conflict on junk furniture should've been replaced I shouldn't be waiting and sitting on lawn chairs in my home after a price I'm paying for this furniture.

Business

Response:

This is in response to customer complaint from [redacted] ID#[redacted] - Customer is under manufacturer's warranty and they have instructed us to do the repair instead of replacing it. There was a service call on 1/15/14 where service was completed successfully and another service call on 5/7/14 where the tech went to the customer's home and decided to have sofa come in for repair to us and order parts to fix and return to customer when completed. Parts are on order and once received we will proceed with repair. Once completed we will call the customer and set up a date to deliver sofa back to him.

Business

Response:

Mr. [redacted] spoke with Mr. [redacted] and arrangements have been made to extend the balance of the finance contract out for another 12 mos deferred interest with monthly payments. Mr. [redacted] has agreed to stop into the store to sign a new finance contract for the remaining amount. We do apologize that we are unable to exchange the sofa at this time but will see that the sofa is brought up to factory specifications 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.

Review: We had a Kitchen Aid refrigerator delivered today 12/1/14 everything went well until after the delivery people left

we tried to close the doors and the right side door will not stay closed. I [redacted] immediately contacted

Colders customer service to seek a resolution I requested that I would like to return the defective product only

to have the Colders customer service person say she would have to talk to the manager then customer no service said

I talked to the manager and the manager said it cant be returned only repaired. I received a defective product

wich should be in good condition at the time of purchase and Colders wants to Higher a repairman to fix the door

on the new refrigerator? Colders is only interested in selling product once you buy it they refuse to help find

the customer a fair resolution. The only thing colders sales floor worries about is their sales commission. The managers

take your call and rush you off the phone and refuse to help you. The customer call center reps are very disorganized,

ask you to repeat what you said repeatedly and come off as impossible to get help from them.Desired Settlement: Seeking a refund because when someone purchases a product they expect it to be in good condition and not

get a big headache when calling salepeople and managers and a refusal to help with a fair settlement.

The only thing colders salespeople and managers want is for you to purchase your things and go away don't

call about any problems because they cant make any money when returning a product. This store is all

about GREED!This complaint will be ignored by colders because they don't care about their customers.

Business

Response:

This is in response to customer complaint regarding service on their refrigerator. Customer called in after delivery on 12/1/14 with some issues with unit and we immediately took action to set up service to get issue resolved. It is our intention to get service out as soon as possible to take care of our customers. In the event where we could not service in a timely fashion, we would seek other options.

Review: We purchased a Whirlpool refrigerator on 12-29-2012. At the time of purchase the salesman, [redacted], asked if we wanted to purchase an extended warranty and we agreed. Unfortunately we were not given any information either verbal or written on this extended warranty. After we received delivery of the product, we did have some issues that were covered by Whirlpool's 1-year product warranty. We were very happy with the service company, [redacted]. Within Whirlpools warranty year I would receive mailing's from Whirlpool asking if I wanted an extended warranty. I had called customer service and explained I had purchased this warranty through the retailer and under the impression it was with Whirlpool. We did not find out that the extended warranty was not through Whirlpool but a 3rd party. The problem I have is that I contacted Whirlpool about a continuing problem after the manufacturers 1- year expired and needed [redacted] to do a service call. At this time I contacted Whirlpool to have [redacted] come out and a time was set. The day of service we received a call from A&E to service the product and I had to cancel because we were expecting [redacted] and I would have been charged for this service call BECAUSE the warranty wasn't with them. Very FRUSTRATED I called Colder's and spoke with a manager, [redacted], and explained my situation. He said there is nothing he could do for us and that we should have known the condition of the extended warranty with the information we received at the time of purchase. He said the extended warranty is with [redacted]. Now I am becoming more FRUSTRATED due to; we were never given or explained any information on this and thought this was through Whirlpool and unfortunately we are unable to have [redacted] as are service provider.Desired Settlement: I would like Colders to have my extended warranty through Whirlpool at their expense so I can have [redacted] to do my servicing due to the fact that the same person comes out. It's like taking your car in for service, you have the same machanic work on it because you are comfortable with his work. Also, Colders should consider thier service to be a top pirority, which we did not receive, and train thier sales staff to consider the customers not their pockets.

Business

Response:

I spoke with Mr. [redacted] on Monday, May 5th. I apologized for the lack of communication at the time of sale. I tried to explain that although we were confident that [redacted] did not intentionally try to mislead Mr. [redacted], we would still address the communication concern that took place at the time of sale. It is our practice that any customer who purchases extended protection receives literature on the coverage. We apologize that this did not happen. I explainted that Warrentech uses all authorized service technicians and they are familiar with majority of all the name brand [redacted]s. It is also our understanding that we provide Warrentech's extended protection for less than the manufacture extended warranties. Also, Warrentech's coverage includes food loss and surge protection. I did offer to refund the purchase price of the extended protection (provided coverage was not used) $189.99 for the 5 year warranty if he still chose to purchase protection with Whirlpool. I also stated that in the meantime, I would have a representative contact Mr. [redacted] to set up an appointment. Mr. [redacted] agreed to have Warrentech representative contact him. I also stated that if he wanted to cancel coverage prior to the scheduled appointment to please contact me directly.

Again, we apologize for the misunderstanding and will address Mr. [redacted]'s concern with [redacted].

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.