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Wisconsin

BBB Accredited Business since

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Description

This company features a selection of living room, bedroom, dining room, home office, occasional tables, entertainment furniture, mattresses, bedding, appliances, home theatre, furnishings & accessories.  Design center, delivery and pick up of merchandise is also available. 

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Colder's meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Colder's include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 40 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

40 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 0
Delivery Issues 3
Guarantee/Warranty Issues 3
Problems with Product/Service 25
Total Closed Complaints 40

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Colder's
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

top
BBB file opened: January 01, 1946 Business started: 01/01/1942 in WI Business started locally: 01/01/1942 Business incorporated: 12/14/1992 in WI
Type of Entity

Corporation

Business Management
Mr. Tom Balistreri, Purchase Executive Mr. Robert Garbutt, Chairman Mr. Justin Fields, Complaint Contact Ms. Sue Lewicki, Management Ms. Sharie Perugini, Advertising Coordinator
Contact Information
Principal: Mr. Tom Balistreri, Purchase Executive
Principal: Mr. Robert Garbutt, Chairman
Customer Contact: Ms. Sue Lewicki, Management
Related Businesses
Flanner's Home Entertainment
Business Category

Furniture - Retail Home Theater House Furnishings & Services Lamps & Lamp Shades - Retail Mattresses Microwave Ovens - Dealers Mirrors Ranges & Ovens - Dealers Refrigerators & Freezers - Dealers Stools Washing Machines & Dryers - Dealers Bookcases Office Furniture & Equipment Furniture Frames Appliances - Major - Dealers Appliances - Small - Dealers Beds - Retail Carpet & Rug Dealers - New Dishwashing Machines - Dealers Furniture - Childrens Furniture Stores (NAICS: 442110)

Products & Services

Colder's sells the following brand(s): Serta, Broyhill, Lane, Flexsteel, England, Natuzzi, Lea, Stanley, Frigidaire, Electrolux, Viking, Whirlpool, Amana, Maytag, KitchenAid

Colder's offers the following product(s): Living room, family room, dining room, dinette, bedroom, youth bedroom and home office furniture. Mattresses including protective mattress pads and covers. Kitchen and laundry appliances. Lamps, rugs, mirrors, pictures and decorative accessory items for the home.

Hours of Operation
M: 10:00 AM - 9:00 PM
T: 10:00 AM - 9:00 PM
W: 10:00 AM - 9:00 PM
Th: 10:00 AM - 9:00 PM
F: 10:00 AM - 9:00 PM
S: 9:00 AM - 8:00 PM
Su: 11:00 AM - 5:30 PM
Hours: Varies by location
Method(s) of Payment
Cash, Visa, MasterCard, Discover, American Express
Alternate Business Names
Colder's Delafield Colder's Grafton Colder's Oak Creek Colder's West Allis Colders, Inc.

Additional Locations

  • 2600 Washington Street

    Grafton, WI 53024 (262) 376-1574

  • 3325 Hillside Dr.

    Delafield, WI 53018 (262) 695-2222

  • 333 S 108th St

    Milwaukee, WI 53214 (414) 476-1574

  • 9725 S. 13th St.

    Oak Creek, WI 53154 (414) 778-6666

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  • Billing or Collection
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  • Guarantee or Warranty

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Additional Email Addresses

  • - eQuote
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Complaint Detail(s)

10/13/2014 Problems with Product/Service
8/30/2014 Problems with Product/Service
7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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, ****** *. 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, ***** 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 ****** 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 ******** ****** ********* *******. I tried to get information on ******** ****** 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 ****** 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,
but unfortunately they denied our claim. 
 
Instead they agreed to send parts in a effort to once again solve the customers concern.
At this time service has been set with the customer for 07-10-14 to install parts and it is our hope and intention that customers concerns will be
taken care of at that time.
 
In the event there are other re-occurring issues pertaining to the customers original concern during the warranty period,we would
once again go to the vendor on the customers behalf to look for a different solution.
 
Thank you **** *

Business Response:

Hello,  Colder's service technician was to the customers home on July 10th.  The left side facing seat assembly on the sofa was replaced.  We have attached a before and after picture. Her recliner has been corrected.  We will be working with the manufacturer to see how we can help our customer further.  We will have more information by Wednesday, July 30th.

Thank you.

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and looking forward to July 30th to see what the manufacturer is going to do.  I will point out again,  I brought the furniture from Colder's  and they are the ones who should be handling this not the manufacturer.

 

Regards,

 

*****` ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 13, 2014, I purchased a Frigidaire refrigerator in the amount of $465. I picked up the refrigerator and plugged it in 6 hrs. later. I transferred all of my food from the old refrigerator into the new refrigerator. That morning, all items were melted, hot and spoiled. The refrigerator was on, but not working. On Friday, I called Colders; they contacted ****** *********s who were not able to come out until Monday. I had to eat out every night, purchase ice for medication refrigeration and smell the rotted food that had gone bad. ****** *********s came out and assessed that the upper and lower coils were burned out and stated, "the refrigerator is no good". I called Colders 800 number as well as the local store several times and asked for a refund or exchange. They all stated there was no refund which is not identified on the receipt. I called and spoke to at least 10 people who could not help me and even told me, "I was not the only customer". ****** ********* finally returned to my home on Wednesday and found that the manufacturer failed to install a coil at all in the upper portion. I did not want a repaired refrigerator. I purchased a New refrigerator and this is what I expected. I then called to have my food items and other out of pocket cost reimbursed and am continuing to get the run-around. No one has called to apologize for the inconvenience or resolve anything. I am so dissatisfied with the lack of customer service and resolution which Colder's did not provide.

Desired Settlement: I would like a New Refrigerator and all food items replaced as well as ALL out of pocket cost reimbursed to me. I was without a refrigerator for 1 week and they didn't seem to care one bit.

Business Response:

Thank you for allowing Colders to address the concern that Mr and Mrs ****** are having with their refrigerator.

We are very sorry to hear that the customer wasn’t happy with the manufacturers response to solving this matter.

According to our records, their refrigerator was picked up on Wednesday May 14,2014.

Customer's statement indicates that Colders was contacted on Friday 05/16/14 to report the issue. Unfortunately ****** ********* doesn't offer weekend hours,so the first available day for service was Monday May 19, 2014.At that time their technician determined that parts were needed and the part order was placed promptly.


On 05/22/14 they went out with the parts and completed the repair.


Although none of the major appliance manufacturers offer food loss coverage on their refrigerators for cooling failure, with the proper documentation customer can be reimbursed for food spoilage because Colders includes a 2 year warranty with their appliances at no charge.

(customer must register their appliance with the warranty company within 30 days of purchase)

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[As I said in the earlier statement, this is the POOR customer service that I have been referring to.  How rude to question my issue that the freezer is not working.  I didn't receive much service before, how can I expect any now.  That's why I'm dealing with Colders in this manner.  We never turned down a replacement refrigerator.  In fact this is what we have ALWAYS been requesting.  I would accept a replacement and hope that delivery from Colders would be made to my home.  I did my part and now they should do their work as well.  PLEASE DELIVER ME A REFRIGERATOR THAT WORKS! 

 

To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* *** ***** ******

 

 

Business Response: A message was left for Mr. ****** today, to call in and schedule a delivery date for the exchange on the refrigerator.  It was explained in the message that the delivery exchange must take place by July 9th, 2014.  Original authorization for the exchanage was given on June 12, 2014 and will expire on July 9th, 2014.  We again apologize for the issue with the service on the refrigerator but would like it noted that the authorization for the exchange was given over a month ago.  We look forward to completing the refrigerator exchange for Mr. ****** and hope to hear from him later today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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. ****** is experiencing with the Frigidaire refrigerator that was purchased from Colder's.  We have been working with Mr. ****** 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:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Colders in trying to get us an allowance however they themselves need to take some responsibility in this matter.  The item was found to be damaged on arrival to our home.  Colders blames Frigidaire and places all responsibility on them.  This problem is directly Colders, we purchased the appliance from them.  Whether or not either of the defective items were the fault of Frigidaire or Colders  they should take ownership in the lack of customer satisfaction.  Frigidaire has done ALL the work to help us while Colders lays blame elsewhere never owning any responsibility begining with reciept and timely replacement of the first defective item.  Second was the issue with the repairman not showing up on the first day. Colders should apologize make it right and not put the consumer in the middle of their issues with repair companies.  They own these things WE as the customer are suffering the repercussions of poor communication and work of the Colders employees.  WE the consumer should not be told it is not Colders fault.  They willingly took our money but did nothing to resolve these issues but lay blame.  We feel Colders is not owning there errors and this results it terrible customer satisfaction.  We still are not happy as we are still waiting again on Colders whom is waiting for someone else to fix THEIR problem.

Regards,

Alan ******

 

 

Business Response:

Colder's has been working with Frigidaire to bring resolution to Mr. ******.  Our customer had shown interest in possibly keeping the refrigerator in his home for an allowance.  Colder's placed many calls to the manufacturer in trying to obtain the incentive for our customer.  Colder's also ordered a replacement refrigerator for Mr. ******.  The replacement refrigerator arrived at Colder's on Friday, June 6th.  Frigidaire offered Mr. ****** $450.00 as an allowance to keep the refrigerator in his home also on Friday, June 6th.  Colder's spoke with Mr. ****** on Friday and informed him of this information.  Mr. ****** asked for the allowance.  The $450.00 allowance has been processed.  The credit has been applied to his charge card.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a coach from colder furniture on ******* *** ** ***** 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 **** ******* ID#******** - 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. ******* spoke with Mr. ******* and arrangements have been made to extend the balance of the finance contract out for another 12 mos deferred interest with monthly payments.  Mr. ******* 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.]

Better Business Bureau:

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

Regards,

 

**** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Whirlpool refrigerator on 12-29-2012. At the time of purchase the salesman, **** *******, 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, ********* *******. 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 ********* ******* to do a service call. At this time I contacted Whirlpool to have ********* ******* 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 ********* ******* 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, *** ****, 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 *********. 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 ********* ******* as are service provider.

Desired Settlement: I would like Colders to have my extended warranty through Whirlpool at their expense so I can have ********* ******* 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. ****** 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 **** did not intentionally try to mislead Mr. ******, 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 *********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. ****** to set up an appointment.  Mr. ****** 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. ******'s concern with ****. 

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.]

Better Business Bureau:

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

Regards,

 

****** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ******'s concern with the bedroom set she purchased. At the time of delivery, Miss ****** 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 ****** 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 ******'s delivery, Colder's did receive a shipment of this bedroom collection. When Jon saw that Miss ****** 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 ****** 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 ****** 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 ****** again stated she wanted to speak to her finance and asked that I call her back on Wednesday morning. When I called Miss ****** 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 ****** 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 ****** 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 ****** 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 ******'s concern and have agreed to her request. I went ahead and is*** 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 ****** to proceed.  As far as the mattress, this is the first we are hearing about her concern. Miss ****** 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 ****** 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,   *** *******

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 ****** and putting closure to this is***. 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*** 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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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,

 

******* ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/21/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like to receive my dresser.

Business Response:

To Whom It May Concern:

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

Business Response:

To Whom It May Cercern:

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

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.]

Better Business Bureau:

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

Regards,

 

******** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Give me what I paid for in full-I paid for a new undamaged bedroom set. And delivery service charge refunded.

Business Response:

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

Sincerely,

***** *******

******** ***** *****

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,I am very happy with the outcome with Colder's. They were very courteous,  and prompt.  I will not hesitate to give Colder's my business in the future.  I especially want to thank the ******** ******* who came out on his own to resolve the matter.... Thank you very much...

 

****** *****

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I no longer just want this defective product repaired. I want it completely replaced or returned for a full refund.

Business Response: Thank you for allowing us to address the concerns of Mr. *********. On December 8th 2012
Mr. ********* received his sectional. I apologize for any initial delay. however, this merchandise is
imported from China. All our dates given to customers are best estimates.
It was noted on delivery that there was no power to the reclining loveseat. Mr. ********* was aware
that we needed to order a part. Parts generally take approximately 90-120 days to receive. Since there
was such a delay in the parts, Colders was able to pull the power pack for the loveseat on a stock piece
(which was not available at the time of his delivery). This was installed June 4th 2013.
On October 25, 2013 Our technician inspected a concern on Mr. *********'s armless chair. He indicated
the seat cushion has collapsed. On October 31, 2013 Mr. ********* called and indicated that the frame
was broken at a knot in the wood. Again, I do apologize for all the inconvenience Mr. ********** has
experienced. However, Colder's works in the manufacture warranty and Softaly will service the
product unless it is deemed unrepairable. At this time, Softaly has given us the authorization to repair
the unit and not replace it.
Mr. ********* is currently on our contact list to repair his unit. The armless chair will have to be
brought in for repair. A Colder's representative will be giving him a call in the next 2·3 business days
to set this up.
~
***** *****
******** ******** ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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, **** *******, 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 "****** *****" 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:

****** ********* 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. ********* 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,

***** *****

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/27/2013 Problems with Product/Service | Complaint Details Unavailable
11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been dealing with the service/warranty company which is contracted through Colders in West Allis since January of this year. After 8 Months of excuses, a service repairman came to house to repair damages to my furniture. After asking him NOT to use a "filler" on my furniture, he proceeded to do so and now I have green and blue colored marks on my year old, expensive sofa.No one from Colders or ****** has tried to contact me to resolve this issue and I want answers. I dont need any more excuses. I paid over $2000 for a piece of furniture that is now ruined and I want it either replaced or a FULL refund.

Desired Settlement: Refund and/or replacement of complete sectional. There is no exception at this point. I got married in August of this year and was embarrassed to have people at my house for a rehearsal dinner. My wedding date was August 17. No one has contacted me since a week before hand and every time I call I get put into a voicemail. I am honestly over trying. It is their turn to rectify this situation. My next contact is Contact 6 and I am sure they dont want that either.

Business Response:

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

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

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

Sincerely,

***** *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am a working, single mother of * **** 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 ********* ******* ***, 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 *** ****, 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 *** ****, 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: BBB of Wisconsin
10101 W. Greenfield Ave., Ste, 125
Milwaukee, WI 53214
ID# *******
Dear Mr. **********,

Thank you for allowing us to address the concerns Ms. ******** was having with her Amana
refrigerator. Ms. ******** purchased her refrigerator 7/3/ 1.3 and had it delivered 7/6/13 (Doc A).
On 7/22/13 Ms. ******** called our Colder's Appliance Center in regards to her freezer not cooling.
On 7/23 /13 ********* ******* 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. ******** wanted to reselect another refrigerator. Ms. ******** 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. ******** and ********* 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. ******** 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. ******** 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, ******** 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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 29,2010 we purchased a brand new bed and tv from your store in Delafield. During that time you were running your full-back promotion. I have come to realize that this was not a good deal at all. The bed was priced at 1099 but in order to get the full back we had to pay 1499. We then decided to use this money to put a new TV. The TV was priced at 1000 but because we wanted to use our full back option, we were charged 1889 so we had to pay an additional. About 6 months ago we started having issues with the TV with it flickering. We thought maybe it was due to cable. The TV only came with a 12 month manufacture warranty and your salesman never offered any extended warranty on this product. It now flickers all the time and we have been told by ******* it's due to the power supply failing. The power supply costs just as much as a new TV. I feel really ripped off by you. This TV is only 2 1/2 years old and we were promised this was TOP OF THE LINE! I have a tv I bought from Sears 15+ years ago that still works and DOESN"T FLICKER. I would like to know what kind of research you do on your products offered and how you protect your customers from getting shotty merchandise. I feel this TV is a lemon.

Desired Settlement: I would like them to either fix our TV or give us the difference we paid (about $900) towards a new TV. I do not want the TV price to be over inflated because we are using a credit. This is exactly what they did the first time. The TV was 998 but the charged us 1800+ because we were using our full cash back.

Business Response:

Thank you for allowing Colders to address the concern that ********* ***** is having with her 46" Lcd television.   According to our records, Mr. ****** ***** had a delivery of a 46" Samsung LCD LN ****** television on September 1, 2010.  We would like to apologize for any inconvience that the customer may be experiencing at this time.  However, as stated in the complaint, the manufacture warranty only covers labor for one year after the date delivered. 
Since Mr. ***** is no longer covered under the one year manufacture warranty, Colder's unfortunately cannot repair or replace this unit without direct authorization from the manufacture. 
 
***** *****
Colder's Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have decided never to buy from Colders due to the shady commitments of the sales person at the *** ***** ***** (*****). We bought a Refrigerator, a gas oven, a gas dryer and an electric washer. We were told by ***** that they would charge $99 for delivery and installation and will take care of everything. However, when the product finally showed up, the installation guys said that they did not carry the installation pipe to hook up with the stove or dryer. I called Colders and initially they insisted that the house was old (which I do not agree as its only 7 years old) and that is the reason its not matching with their "standard" equipment When I contested that the home was only 7 years old, they (***** and his manager (***) came up with the excuse that the home is "too new" and did not have the standard fixtures. My main issue is with ***** as he had committed that $99 will take care of installation and delivery and once the installation guys walked out of our house, we could start using the appliances immediately. This is shady salesmanship and I want them to either refund $99 or reimburse me for the money that I spent on getting a plumber and equipment which was for $130.

Desired Settlement: I want them to either refund $99 that they charged me for delivery and installation or reimburse me for the money that I spent on hiring a plumber and equipment to get the appliances hooked up . The cost for Plumber service and equipment was $146.

Business Response:

Thank you for allowing me the opportunity to address Mr. ***’s concerns.  Colder’s does offer delivery with standard installation of the items in question.  Our delivery and setup of gas units requires a gas shut-off valve above floor within 36” of each unit.  This is stated on the “Colder’s Delivery Guidelines” sheet that is attached to all receipts.  Mr. *** had ¾” gas lines and the building code calls for a ½” gas shut-off valve.  This is the reason that the units were not hooked up to Mr. ***’s lines.  It has nothing to do with the age of the house, merely that the gas lines do not meet our safety requirements.  I do understand that this has been a frustrating experience for Mr. ***.  As a courtesy, I would like to agree to his request for a delivery refund in the amount of $99.99 plus tax.  If that is acceptable I will process the refund immediately.

 

Dan Hahn

Colder’s sales manager

414-778-6666

danh@colders.com     

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Please refund me the amount of $99.99 plus tax towards installation as soon as possible.

Regards,

 

****** ***

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/15/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/16/12 Colders was running a "special sale" of buy one get one free (for any item of same value). Tag on chair showed only $746. Salesman commented many times about what a great deal this was because this brand almost never goes on sale. I asked him how much does this chair usually cost and he replied that it is usually over a thousand dollars and "to think you can get 2 chairs for this--it's an unbelievable price". Told him I would buy this chair & take another like it if I could order them in different upholstery. We went to the register to ring up the sale. The salesman stated to me "thanks for your patience, I need to ring it up this way to get the custom order processed". I told him I was aware of the non-cancellation when custom ordering. When he handed me the receipt, the charge was $1199 + tax + delivery of $55.,99 = $1318.99. Because of the salesman's comment, I thought "OK, hey ring it this way for the manufacturer and my credit card will be charged the$746 + tax + delivery as per advertised sale. When I received my credit statement for period ending 12/9/12, the amount charged was $1318.99. My husband & I went back to Colders & asked the Mgr. for an explanation for this charge. He said, "Oh, the way this sale worked (it was no longer in progress) was if you bought one chair it was at the sale price but if you bought two, then you pay the original price." I told him no where was the original price posted or I wouldn't have had to ask the salesman how much the chair usually sold for and NO WHERE IN THE STORE OR NEWSPAPER ADS OR TV COMMERCIALS WAS THIS SALE EXPLAINED LIKE THAT --ONLY BUY 1 GET 1 FREE. The salesman also never explained it -- and if this had been clear, the Mgr. would not have had to "explain how this sale worked" after the fact. (Note: the orig. price listed when we went back was $1099 --$100 less than the original price showing on my receipt). I told him I've been buying furniture for 40 years and I know how to read the tags--sale or not. NO WHERE DID COLDERS STATE THAT THE PURCHASE OF 1 ITEM WAS AT THE SALE PRICE BUT THAT IF YOU PURCHASED THE 2ND ITEM FREE, THE CUSTOMER WOULD BE CHARGED THE ORIGINAL PRICE OF THAT ITEM. The Mgr. kept repeating "let me explain how this sale worked" and was not willing to do anything for us. I complained that his store was using deceptive advertising and deceptive sales tactics and that we would be taking our complaints farther. He didn't care because of course he had our money. The salesman has now called & said the chairs were coming in and I told him not to deliver them. So now they did credit my charge account for $52.99 when the delivery charge on my receipt was $55.99. So in one month the "original price is $100 less than my receipt and the delivery charge is less than my receipt. Are Colders prices arbitrary? THEIR ADVERTISING & SALES TACTICS ARE DEFINITELY DECEPTIVE AND THEY CARE ONLY ABOUT GETTING THAT SALE & CARE NOTHING ABOUT CUSTOMER SATISFACTION. I HAVE NEVER RUN ACROSS ANYTHING LIKE THIS AND I WILL NEVER NEVER SHOP AT ANY COLDERS STORE! Note: Colders should take a lesson from **********'s -- Their ad today states "Buy one recliner at $496 and get one free -- Final price is $496. **********'S IS USING TRUTH IN ADVERTISING WHILE COLDERS USES DECEPTIVE ADVERTISING. THE COMPARISON IS OBVIOUS.

Desired Settlement: The amount on my credit card that I am disputing is $475.22 + delivery, and would accept a credit issued to my mastercard. (Actually, my ultimate wish would be to bring the chairs back and give me a refund because this whole situation has caused me to hate this furniture -- However, I understand that I am unable to "cancel the order" or "return the items" because it was considered a "custom order".) Therefore a credit to my mastercard would be a minimum satisfaction.

Business Response:

   On all of our tags through out our store, we show a 1/2 back price and a floor model price. All of our promotions come off of our 1/2 back price. At the time **** ******** made her purchase with Colder's, we were running our Full Back sale. So for every dollar you spent off of our 1/2 back price you would get that money to use as a store credit to be use on more furniture or appliance. That credit needed to be used the same day and had to be used off the 1/2 back price. The chairs they saw on our floor had a 1/2 back price of $1029.99 and if they wanted to take the chair that was on display the floor model price is $669.99. **** decided to change the fabric on the chairs which then changes the price depending on the grade of fabric. The ********'s chose an "A" grade fabric that changed the price to $1199.00. This ment with our Full Back sale they would purchase one chair at $1199.00 and use their credit towards another chair in the same fabric. They would be getting both chairs for $1199.00 plus tax and delivery($1318.99) On December 28, 2012 they canceled the $55.99 delivery charge and decide to pick up both chairs at our **** ***** location. The reason they only received a credit back of $52.84 was getting it delivered in ******** county with a 5.1% sales tax and picking up in ********* county with a 5.6% sales tax.

   Im not sure where they saw a price of $746 on this chair. I have attached the tags that were on the chair when theymade their purchase back in November 2012. These tags have not been changed since 9/20/2012. You can tell that by the date in the bottom right corner of the price tag. We are not trying to use deceptive advertising, at the end of every tv and radio ad it states... Excludes floor model, clearance and one of a kind pricing

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

**** ********

What is a "1/2 back price", why talk about a 1/2 back price during a full back sale, and just where do they show an original or full price?  All legitimate merchants usually list an original price and a sale price--simple & clear.  As I told the *******, the picture of a tag he provided is the one that was on the chair a month after my purchase but was not the one that was on the chair the day of my purchase.  I did not pull that number out of thin air.  As an office manager I dealt with lawyers and government but that did not prepare me to deal with Colders.  I also worked part time in retail so I understanding "tagging".  Our tags showed the sale price and usually included 2 dates -- one for the start date of a sale and another for the end date of that sale.  If an incorrect tag was posted, it was removed and replaced with a corrected one, etc.  It's ridiculous to use a picture of a tag as "proof that it was there since 9/20/12". This picture ONLY proves that this is the tag that was photographed -- and that's ALL it proves.  Their "statement at the end of tv & radio ads" does not prove they are not guilty of deception.  This purchase was not about floor models, clearance and one of a kind pricing!

My warning to potential Colder's customers is to shop elsewhere, but if they feel they MUST shop at Colder's, be sure to take along a camera and an audio recorder so that the entire transaction can be documented!!

 

 

Business Response:

   The 1/2 back price is what we base all of our promotions off of. At the time the order was written we were running the Full Back sale, which is based off our 1/2 back price. As I stated before these are the prices that were on this chair. **** paid for her order in full at the time of the purchase. We have a signed receipt stating that she agrees to the price and terms of her sale. At point of sale the customer fully understood the terms of her sale.

 

 

**** ***********

Colder's ***** *******   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Colder's called to set a delivery date of December 31, 2012, with a delivery time between 1300-1600. When the delivery was not made by 1600 I called the company. I was told that someone would call me back in 5 minutes. Thirty (30) minutes later I had not received a call back. I called again and was connected to *** (assuming he is the ****. ***** *******). He said he would check to see what the delay was and call me back. After waiting another 20 minutes I called Colder's again. I again talked to *** who claimed the delivery truck was in the ****** area and should be there shortly. at 1700 I received a call from the delivery driver that he would soon be there. My furniture was finally delivered at 1703. I called *** again to let him know that this was shoddy customer service as no one had called be prior to 1600 to let me know that the delivery would be late. He offered 1/2 off the delivery charge, but I did not feel that was fair as I was the one inconvienced as our family had plans for New Year's Eve. He said he would have the ***** *******, **** ****, call me. That was on Monday 12/31/12 that I was told that. I did not receive a call by Wednesday, January 2, 2013, so I called and asked for the ***** *******. I again got ***. He said **** was out that day. I called again on Thursday, January 3, 2013, and again got ***, who said he would have **** call me. No call ever came. I called again on Friday, January 4, 2013, AGAIN got ***. He claimed again that he would tell **** **** (***** *******) to call me. This is very inconsiderate and poor customer service all around.

Desired Settlement: I would like the full delivery charge refunded due to late delivery (no notification given that delivery would be late/delayed) and the lack of response by the ***** *******, **** ****.

Business Response:

January 4, 2013

Claim #******* 

Good afternoon,

I spoke with Mr. ******** on 1/4/13 regarding the concerns he was having with his delivery service.  A full refund in the amount of $99.99 has been issued and will be credited back to his card.

Sincerely,

****** ******

Colder's Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/23/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Colder's has sent a repair man out to my residence 4 times to fix the same problem,a resinating/humming/wobbling noise coming from my 6 month old (1yr warranty) ********* **** dryer(2,000.00$$$). ********* appliance has replaced the blower/fan also the motor as far as I know, still the noise persists. They will be out again on tuesday to fix the same problem for the 5th time. I've also called ********* to fix the problem they will be out on wensday and then the following week, that will be 7 times for the same problem, ********* also told me they will keep sending people to my house to fix the same problem ("as many times as it takes"). I just want a replacement unit, one that works the way it's supposed to

Desired Settlement: Send me a new dryer,then pick this broken one up

Consumer Response:

Dear BBB ********* sent out visit number(repair man) six on wensday.

Today Sat. the 28th I sit with wet clothes. So I called up ******* and I got another appointment on tuesday sometime, (??????? that's right not even a set time) That's REPAIR MAN NUMBER SEVEN (#7)

Business Response:

This letter is to address the concern Mr. **** has regarding his dryer that was purchased in July of 2011.  In January Mr. **** called regarding noise from his dryer.  Mr. **** is covered under the manufacture warranty stating:  For one year from the date of purchase, when this major appliance is operated and maintained according to instructions attached to or furnished with the product, ********* *********** will pay for factory specified parts and repair labor to correct defects in materials or workmanship that existed when this appliance was purchased.  Colder's is working with authorized servicers to address the noise concern with Mr. ****'s dryer.  Even though the dryer is not sitting on an authorized pedistal but a stand (built by Mr. ****) that is much highter then the average 15" pedistal warranty work was performed.  The excessive noise from the dryer was not necessarily determined a defect, however the technicians did try and address.  ********* Applaince Service is scheduled to inspect the dryer on 1/31/12.

Sincerely,

*** *******

Colder's Customer Care

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ****

I'll have you know I'm a third generation *********, I'm also ******** by the state of Wisconsin and ******** by the **** ** ********* to be a **********, I'll also have you know that the ********* **** Washer/ Dryer is a STACKABLE unit, this must mean that GRAVITY has the same amount of force fifteen inches high or 4 feet high I'm no rocket scientest but this is the poorest excuse I've ever heard. The service guys including ********* Appliance ******* (who was at my house for call number 7) all agree that the structure that the dryer is on is stable also level and non moving. What about Wisconsin Lemon Laws, does Colder's think they are exempt from Wisconsin Law???? Where is my new Dryer?????????????? (one free from defects, also one that works the way it's supposed to)

Business Response:

Please understand we were not stating the structure that the washer and dryer are sitting on are not built securely. We were just stating that  we were informed by the manufacture that the sound from the dryer may be "enhanced" since it is not sitting on a designed platform. We are happy to report that no additional parts were needed to address the non heating concern.  It appears when the last service technician was out, they adjusted the motor (to help reduce the noise) and did not push the motor harness all the way in.  This did not allow proper contact causing the unit not to heat.  ********* Appliance Service technician was out the end of Jan. repositioned the motor harness and releveled the unit.  The dryer is now working up to factory specifications.  ********* Appliance Service also were going to provide rubber pads for the feet of the unit.  They will be calling Mr. **** to make arrangements to get the feet to him.

Sincerely,

***** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******0, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards, What about my replacement????? Where is my washer!!!!!!!!!!!!!

***** ****

 

Business Response:

 Mr. **** is now looking for a new washer?   This issue at hand was always the dryer.  We are unable to obtain an exchange authorization from the manufacture (who institutes the warranty) as the dryer is working up to factory specifications.  I am not aware of any issues with the washer.

Sincerely,

***** *******

Colder's

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards, What a stall out, the problem is about your return policy I want my new dryer. I asked (does Colders think they are above Wisconsin law, I want Colders to replace my dryer and quit with the **** ****. Resolve this issue by Replacing my dryer any thing less is unacceptable, do not think this matter is resolved untill I have a new unit. Honor your return policy!!! send me a new unit

***** ****

 

Business Response:

We are sorry that we are not in the position to just replace Mr. ****'s dryer.  The warranty is handled through the manufacture and the manufacture will not issue a return on an appliance that is operating properly.  We will continue to stand behind any product we sell by working with in the warranty put forth by the manufacture.   I am sorry Mr. **** does not agree with this procedure.  We do see that all our customers concerns are addressed.  We feel we have handled this issue properly and with in the guidelines put in place by the warranty. 

Sincerely,

*** *******

Colder's

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,   What a poor warranty, I will never shop at Colder's again. Your service is one of the poorest I've ever delt with, I hope to see more people come to realize this and you will be put out of buisness. Your warranty ammounts to "we'll try to fix it as many times as it takes" with that kind of attitude in this day and age I hope to see you go belly up!!!!!! Next time you throw down 2,000.00 on a family purchase I hope you get as ******* as I did with your company, in fact I'll pray for it, what comes arround will go arround.

 By the way I still have a bill from * * * you wanna pay it???? My warranty isn't up for 5 more months???? What great warranty, we will fix it, and charge you for it,  hope you go bankrupt. Also waiting for my new dryer.......

***** ****

 

Business Response:

I am sincerely  sorry to hear how unhappy Mr. **** is with the manufacture warranty.  Colder's strives for customer satisfaction and we feel we are ususally more than fair in many situations.   I am certain that if the issue with the dryer was a manufacture issue that could not be resolved, we would be issued an exchange authorization from the manufacture. This unit was addressed and brought back up to factory specifications.  We are not in the position, just like all other retailers, to exchange an item that is 6 months old without a return authorization.  The warranty clearly states repair. We have been in business for 70 years because we do recognize customers concerns and address them fairly.  I do apologize that Mr. **** does not agree with the warranty set forth by the manufacture.

Sincerely,

*** *******

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards, What about Wisconhsin Law????????? This product did NOT work as specified, the first time it was fixed or second, or third, or fourth or fifth, or sixth time. I also have a bill from *** what about that????? I thought it was under warranty????? Also where are the rubber feet that I was told I would recieve. Poor service, also poor excuse of a company....!!!!!!!!

***** ****

 

Business Response:

 According to the authorized service center, the dyer is working up to factory specifications.  Colder's has nothing to do with service billing from any of the authorized service centers. As a courtesy, I contacted * * * to verify they were billing Mr. **** and to question the reason for the bill. If the repair was due to amanufacture concern, the repair would be covered by *********.  * * * made in error in  billing as they stated the unit was out of warranty.  I then contacted ********* and spoke with ******** at ###-###-####.  She verified that Mr. ****'s warranty is valid untill July 2, 2012 and any manufacture issues would be addressed at no charge to Mr. ****.  She indicated she would address with * * * and confirm the dryer is still under warranty and any factory authorized repairs will be handled through the ********* warranty with no charge to Mr. ****.   

I called ********* Appliance Service and they indicated Mr **** should have the courtesy rubber feet by next week.  If Mr. **** has any further questions regarding the warranty he may contact ********* direct at ###-###-####.

Sincerely,

***** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards, Who needs Wisconsin Lemon laws????? I guess nobody huh!!! well if you buy 2200.00

$$$ worth of **** that doesn't work I would expect to be refunded, or my item to be replaced, I guess thats too much to ask!! Instead why don't you blame everybody but yourself, pay off BBB an **** people everyday!!! Good Job Colder's of *** *****

Business Response:

 

As outlined in our previous response, the authorized service center found Mr. ****'s dryer to be working up to factory specifications. I was able to contact a representative from ********* and question the fact that *** had sent a bill directly to Mr. ****. It was explained that a bill had been sent in error because *** was of the belief that the unit was out of warranty. I was assured that the bill had been paid in full by ********* and that Mr. **** was never responsible for any payment.

I sincerely hope that this information helps to bring closure to this matter.

****** ******

Colders Customer Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In June 2012, I purchased a $1600 ***** matress set from Colders. Because of my back, I purchased an extra firm matress. Within six weeks, I noticed that the matress had a deep sagging in one area. I contacted Colders and one of their suggestions was to turn or rotate the matress. This was not acceptable because the matress was less than six weeks old. They sent a rep out who determined that the matress was indeed sagging on one side. But, because it only sagged 3/4 of an inch and not 1 and 1/4 (with no one sitting on it) which was their requirement, I was informed that there was nothing they could do. I am very unhappy with the outcome of the entire situation. I thought that the end result of making a purchase no matter how great or small, the customer should always be happy.

Desired Settlement: VERY SIMPLE. REPLACE THE MATRESS WITH ONE THAT DOES NOT SAG. My back does not need to feel like it's always on the edge.

Business Response: September 12,2012
BBB of Wisconsin
10101 W. Greenfield Ave, Stet 125
Milwaukeet WI 53214
Customer: ********* ********
ID#:*******
Dear Mr. **********,

Thank you for allowing us to address the issue Ms. ******** is having with her ***** Mattress. Mrs
******** had her Bates Finn mattress delivered on June 27, 2012 (Doc A). A. technician was
dispatched on August 6, after Mrs. ******** called with a concern that her mattress was sinking on one
side. He measured to find that the depression measured only 3/4". As outlined in *****'s warranty
information (Doc B), a mattress is not considered defective unless the impression measures 1 1/2 inches
or greater. Because of this, her claim with ***** was denied. On August 27, a second tech was
scheduled to inspect the mattress. The findings were consistent with those of the first fechnician and
**** was unable to authorize an exchange.
Because her mattress is still under warranty, Colder's will be happy to assist Ms. ******** if the
condition of the impression increases to the 1.5'' measurement as outlined in *****'s warranty
information card.
Sincerely,
****** ******
Colder's
*******************

Business Response:

Dear Mr. **********,

As stated in our previous response (attached), Ms. ******** unfortunately does not qualify for a ***** warranty replacement at this time.  *****'s web-site states that by sleeping in the same spot night after night, fibers and foams my conform to the shape of your body.  Occasionally rotating the mattress from end-to-end will help to promote even wear.  We hope that this information will help to resolve the issues Ms. ******** is having with her current mattress.

Sincerely,

****** ******

 


 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

********* ********

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/1/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have purchased major household items from Colders that turned out to be defective and have not gotten help from them in resolving the problem. I think they put defective appliances on sale to get rid of them. I bought an expensive leather sectional sofa that started to break down due to insufficient reinforcement before I finished paying for it. It cost $275 per section (4) to have repaired. The ***** refrigerator I bought started malfunctioning right after the one year guarantee expired. It leaks because of an extraordinary build-up of ice in the bottom freezer compartment.

Desired Settlement: I want them to repair the refrigerator. I am done dealing with the sofa, but if they wanted to complete the repairs on that on their dime, that would be nice also.

Business Response: Thank you for allowing us to address the concerns Ms. ******** is having with her ***** refrigerator. Ms. ******** purchased her refrigerator on June 9, 2010 and had it delivered the following day (Doc A). As outlined on her signed sales receipt (Doc B), her refrigerator was purchased "as-is" yet was still covered by the manufacturer's one-year warranty.
Ms. ******** called May 29, 2012 to report that her unit was having difficulty cooling. It was explained by our customer care department that we would be able to assist her in finding a servicer, but because the unit was nearly one year out of warranty, normal service charges would apply.
Ms. ******** went on to explain that Colder's intentionally sells defective units with the knowledge that they will break down. It is not Colder's policy to sell defective merchandise under any circumstances.
Sincerely,
****** ******
Colder’s Customer Care


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ********

Of course they are going to say they do not sell defective merchandise.  They are liars.  And there is nothing I can do to PROVE it of course, that is why they get away with it.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/26/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered multiple appliances from colders on their 4th of July 'sale' as their merchandise is always marked up much higher than competitor merchandise. At first the salesperson was very helpful. I made a return of an appliance that didn't fit correctly as measured and had to deal with a different salesperson. The return was made and I paid the difference for a more expensive item. Long story short, about a week later I get a call asking for a restocking fee. I was told that the restocking fee of 30% would be credited towards a replacement item for returns...going tot repeat that... I was told that the restocking fee of 30% would be credited towards a replacement item bought in store. So I tell them that I am not paying a restocking fee, I ordered another appliance. The staff was very defensive. I stayed calm only to find that they called again and were more offensive telling me I had to pay an additional fee after swiping my card for the second time for the difference on the more expensive replacement. I find it very unprofessional for them to now send me an invoice on a refrigerator I bought months ago, asking for $281.96. I will do everything in my power not to pay this. IF this fee had been explained and collected up front correctly I would have no problem. It wasn't. I was told there would be a credit. The item restocked was replaced with a more expensive purchase. I paid for a replacement item. I work in sales, if you say one thing and do another that is unnacceptable. I'm currently talking with my lawyer about ramifications.

Desired Settlement: I don't think its fair to charge this additional charge. In fact I know it isn't. If this isn't made whole I will do everything in my power to explain to the general purchasing public that Colders is not to be trusted. I gave them a chance, despite what others had said to help a local business close to home. I explect this additional fee to be waived.

Business Response:

September 17,2012

BBB

of Wisconsin

 

10101 W. GreenfieldAve., Ste. 125

Milwaukee, WI 53214

Dear Ms. ********,

PAGE 02

Thank you for allowing us to address the concerns Mr. ********** is having with the reselection of his refrigerator.

On July 7, 2012 Mr. ********** purchased a set of appliances including a ********** refrigerator

 

(Doc A). After discovering tbat the refrigerator did not fit correctly, Mr. **********

 

pursued a reselection. As outlined on his sales receipt (Doc A

#4), a 30% restocking fee is required for

 

any returned merchandise.

Mr. ********** did reselect and his refrigerator was exchanged on July 18.

 

At the point of delivery, he signed for both the merchandise and the restocking fee (Doc B). Because

the fee was not collected at the point of res

elecn on, Colder's contacted Mr. ********** by phone to

 

collect. Mr.

 

********** explained that he was of the impression that the fee would be applied as a

 

credit toward his new refrigerator. Because Colder's had no record of this being the case, an invoice

for $281.96, the amount of the restocking fee, was mailed to his home.

Sincerely,

******

 

******

 

Colder's

Customer Care

 

*** ***** ******* **

***** ****** ** *****

(**** ***** ***

 

****

 

***** **** ******

 

*** ****** ** *****

###-###-####

**** ******** *** ********** ** *****

###-###-####

 

**** ********** ***

*******. ** *****

 

###-###-####

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]


It is bad business to tell someone one thing and then contractually execute something different.  I will never shop at colders again, and will make sure everyone I know understands their practice with this restocking fee scam.  Will assure this costs them more than 200 some dollars in future clients. 

Regards,

****** **********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/15/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sofa that was coded online with a sku to represent a sofa with an air mattress. The sku on the wrapping for the sofa also matched for the air mattress, I paid for the higher end air mattress. When I got home it was not the mattress advertised in the sleeper. When I called to file a complaint and ask for a partial refund for the difference or to have the company ship me the proper mattress, they disagreed and stated that I did, in fact, get the couch for the proper price and the system had it coded correctly. I argue that it was misrepresented and they refused to offer a reasonable solution. Allowing me to return it is ridiculous when I live an hour away and had to rent a trailer.

Desired Settlement: I would like a partial refund of $150 or have ******** send me the proper mattress for what was advertised and marked on my receipt. I have a legal receipt showing the couch I should have, I do not have that couch.

Business Response:

Thank you for allowing me to respond to the concerns brought by Mr. *******.  

I have looked into this matter and it does appear the manufacturer sent this sleeper sofa with the wrong mattress inside.  I have worked with ******** and they are sending the correct mattress at no charge so it can be exchanged for the wrong one.

I apologize for any inconvienience this may have caused but we do want to make sure this gets remedied as soon as possible.

If I can help further please call me at ###-###-####, or e-mail at **************** 

Thank You

*** ****

Store Manager

Colder's Furniture

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: bought new washer and dryer used washer 1 wont work right does not spin or rince clothes goes on and off called the said they would not exchange it have to get it repaired I THOUGHT I BOUGHT A NEW WASHER NOTA USED ONE BECAUSE I HAVE TO HAVE IT FIXED AFTER ONE WASH LOAD so they send out a repaire company and they said it was ok tryed again to do wash it did the same thing know they want to send out repaire people again dont want my money back just want a new unbroken washer just a exchange off it

Desired Settlement: want it replaced

Business Response:

Thank you for allowing us the opportunity to address this concern.  Mr. **** receieved his laundry pair on May 28, 2012.  On June 2nd, he called stating there was a problem with the washer.  It did not finish the cycle.  ********* ********* Service center was out on June 4th.  They tested the unit two times.  One with out a load of clothes and once again with a load.  They were unable to detect a problem with the washer.  The unit was working up to factory specifications.  A few days later Mr. **** called again stating the washer once again was stopping mid cycle. The manufacture warranty would cover service.  However, Mr. **** was not happy with the option for service once again so **** with our management team authorized an exchange.   The unit was exchanged on June 11,  2012. This exchange was not a factory authorized exchange.  The authorized service center hightly recommended we do not exchange the unit with out a second service visit.  They feel the unit was working up to factory specifications and they wanted to educate Mr. **** on the features/functions of the unit.  This is something the service center would have addressed.  They felt exchanging the unit would not address the concern.    Our management team did go ahead and authorize the exchange per Mr. ****** request.

Sincerely,

 

***** *******

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ****.   Yes they exchanged it but the new one does the same thing went on line and found several complaints for the same thing for that machine what does that say know they want to send a different repaire company out to look at it at my lose of time at work want to return both and get a different product do not want this 

 

 

Business Response:

 Mr. **** was allowed to reselect to a different model and the exchange took place on June 23, 2012.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an ********** refrigerator in September of 2011. The Model number is***********. The serial number is **********. I developed a problem with the ice maker in April of 2011. I contacted Colders and the repaired the unit on 4/29/2011. At that time, I indicated that I was concerned that this could happen again and I was worried about the warranty. I was told that since the problem occurred during the warranty period a subsequent problem would be covered. I developed another problem with the ice maker and it is now dripping water all over my floor. I contacted Colders and was told that I needed to work with ********** to address the problem. I contacted ********** and was told that they would send a technician out at my expense. I feel that this is grossly unfair. I purchased a top of the line refrigerator and neither Colders nor ********** will stand behind their product. After further research, I discovered that I wasn't the only one tricked into buying a poor product. A simple search reveals that the product suffers from a design flaw which was corrected in future models. I believe that both companies should stand by the product and recall the defective refrigerator. I should not have to have a non-working lemon after a short 1 and a half years, especially when I paid over $3,500 for it.

Desired Settlement: Replace the defective refrigerator.

Business Response:

We are sorry to hear Mrs. ****** is experiencing trouble with the ice maker on her ********** refrigerator.  All warranties are handled directly through the manufacture.  ********** has a one year warranty on the **********.  In April of 2011, Colder's was notified that their ice maker was not producing ice.  We received authorization to install a new kit for the ice maker.  This corrected the issue and the unit now has been making ice.  ********** warranty went through Sept 11, 2011.   I understand Mrs. ****** now has a concern with the ice maker dripping.  As much as we would like to provide unlimited service, we are unable to over ride **********'s terms and conditions. We do value all of our customers and want to continue to represent our company in a positive way as we have done over the past 70 years.  We did address the concern with ********** on behalf of Mr. and Mrs. ******.  ********** has issued a parts concession.  They will provide any parts needed, at no charge, to address a manufacture issue.  Mrs. ****** can contact Milwaukee Appliance Service (an authorized ********** service center) at ###-###-#### to schedule a service appointment. They can discuss the labor rates at that time however, any parts needed would be covered by the manufacture.   Parts authorization:   P*********2  File  ********       '

I have left a message for Mrs. ****** with the above information and will inform Milwaukee Appliance Service regarding the parts concession. 

I can be reached at ###-###-#### with any additional questions.

Sincerely,

*** *******

Colder's Customer Care 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Frankly, the offer to pay for parts of the repair, but not labor is insulting.  A small amount of research on my part indicates that this product suffers from a design flaw.  They could replace it over and over again and it will still have problems.  I think that is why ********* and Colders are hiding behind their one year warranty clause.  I paid good money for a top of the line refrigerator and I shouldnt be considering replacing it after a year and a half of service.  The ice maker that was advertised to have the best quality ice has never worked properly.  I was told when I had the first problem that I did not have to worry about a warranty because I encountered a documented problem under warranty.  They patched the problem and are hiding under a one year warranty clause.  Bottom line Colders and Electrolux are trying to deny responsibility for a failing product.

Regards,

******** ******

 

Business Response:

  The warranty on the refrigerator is an ********** warranty.  Due to the concern of Mrs. ******, Colder's contacted ********** on behalf of Mrs. ******.  Originally, ********** stated they would not address the ice maker concern because this is a new issue unrelated to the previous ice maker service call and that the last service call was over a year ago.  We do take our customers concerns seriously and tried to again address the concern.  ********** then agreed to offer a parts concession.  Since this is a manufacture warranty, Colder's is unable to override any warranty decisions.   I do know that ********** is reputable company.  Mrs. ****** can contact them directly at ###-###-####.  I know in the past, manufactures tend to "bend" alittle more when dealing directly with the consumer.  In the meantime, we feel it would be best for Mrs. ****** to contact Milwaukee Appliance Service at ###-###-#### to make arrangements for the service call.  They have been informed about the parts concession.

Sincerely,

***** *******

Colder's Customer Care

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This is an unacceptable response.  ********** has a faulty design for their ice maker.  It will fail in any number of ways including...stopping working as it did the first time, dripping as it is now, and sporadically turning off and on.  I know this because I did the research regarding the product.  I know that any number of times that it is serviced and it will quickly fail.  I think the very least Colders as a company representing ********** can do is fix the problem.  I paid over $3,500 for a top of the line refrigerator and it has broken 2 times in less than two years.  If ********** was such a reputable company they would stand behind their product.  Rest assured I will not purchase another appliance and have been working very hard to make sure others are aware of this situation.  In this case if it was a car, the manufacture would have had to recall the unit.  They have not done so and as far as i'm concerned it is a crime.  Colders should stand behind their product and not insult me by offering to pay for the parts and not the labor.  I will not schedule service until it is paid in full.  

Regards,

******** ******

 

 

Business Response:

  At this time we are unable to over ride a manufacture warranty.  I strongly encourage you to contact ********** at ###-###-####.  Colder's already called on your behalf and feel ********** needs to hear from the customer directly.  Colder's is not aware of any recall on your refrigerator.  Even though you are reading about the product via the internet, I am sure you are aware anyone can post anything about any one/thing.  ********** is a reputable company and I am sure they would be addressing this differently if your refrigerator had a "known" problem.  Please reconsider and contact ********** directly.  It's not that Colder's  is not willing to help you address your concern.  We did call and was able to obtain any parts needed at no charge. We will be happy to assist in any other way through direct of ********** after the call is placed to them.  Again, we apologize for your fusturation.

Sincerely,

Colder's Customer Care

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did contact ********** ....(a reputable company) ... and I was told they would only cover the parts for the repair.  I understand that anyone can print anything they want on the internet, but in this case they aren't wrong.  Im not stupid...this comes down to money.  Neither company wants to pay for the repair or a different model refrigerator, so they are pointing fingers.  Both companies should stand by their product and not make a customer jump through hoops to resolve a simple issue.  Both companies are hiding behind a crappy warranty for a crappy product.  If the product worked as advertised there would be glowing reviews on the internet.  There are not.  I am not an isolated case as I've had the same problem 2 times in a year and a half.  A product that has failed under warranty should be repaired again as it failed in the same way.  I have been treated horribly from ********** and Colders!  I've jumped through hoop after hoop and I still don't have the refrigerator working as I paid for.  I will continue to fight this in anyway I can.  I believe that I'm not the only party suffering from this defect and it is time ********** and Colders stood up a fixed the problem! As for Colders, if they want to help their customer, they have the power of their relationship with that company to compel them to make the right decision.  I am just one person with a problem that should not have required this many letters to resolve this.

Regards,

******** ******

 

 

Business Response:

I am happy to report I was able to obtain a labor concession as well as a part concession.  I have left Mrs. Mannes a message to contact our customer care department at ###-###-#### to make arrangement for service with Milwaukee Appliance Service.  

Thank you,

***** *******

Colder's

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2012 Problems with Product/Service | Complaint Details Unavailable
6/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was purchasing my first home and I wanted to purchase quality furniture at a reasonable price. I saw an ad on television from Colder's advertising their promotion of "dollar for dollar." I did a brief search of Colder's on the internet and came across some not so pleasant remarks about the store, in particular it's "customer service" or lack there of. Needless to say I am a firm believer in show and prove, so with a bit of reluctance I decided to visit the store one evening, and it was close to clsoing time. When I walked in there were 3 gentleman grouped together talking, they appeared to be saleman, well one gentleman immediately walked over to me introduced himself and asked me the reason for my visit. I told him I saw the ad on televsion and I had just purchased a hoem and I was in the market for furniture. Well he has GREAT!! He walked me all through the store, we discussed my needs, what would work and what wouldn't, we even looked at 1 bedroom set 4 times and each time he was pleasant,he didn't appear concerned about time or irritated that we walked around in circles. When I finally came to a decsion it was closing time,but he still offered to sit me down and go over the numbers to make sure I got the best deal and discuss finance options. He was awesome! he also gave me a printout of all the SKU numbers for each item I wanted so when I came back my order could just be wrtitten up.I walked out that night feeling good and confident that I made a great decsion and even better that I chose not to allow those comments I read online effect my decsion to visit the store. About a week later, after I my financing was secure, I went in the store excited to meet with the same saleman who helped me earlier and purchase my furniture. My friend and I walked in and again there was a group of gentleman. who appeared to be saleman at the front of the store talking amongst themselves, but this time was different. No one walked up to us with enthusiasm like before. No one acknowledged us or offered their services. After walking through the entire store, and during that time walking past TWO salesmen who offered NO HELP AT ALL, my firend and I chose to go separate ways to see if that would garner a response from at least 1 salesman and increaseour odds of getting assistance, still NOTHING. After literally 15 minutes in the store, my friend and I walked back through the store to the customer service desk and let the rep know that I already had my financing secure and the information that I needed to write up my order. Well the customer service rep, relayed this message over their system and low an dbehold the very SAME salesman who LITERALLY walked past my friend and I 10 minutes earlier came to my rescue with the most pleasant attitude. I'm thinking what a joke, but I wanted to proceed because the gentelment who helped me the week prior was so pleasant and wonderful that I did not want him to lose commission, (he was not at work this day) The new salesperson "helped" me we went around to the furniture that I had chosen and he stated because I was approved for more than what I picked out I had money left to purcahse a few other items, which I did. So the order was enetred, (so I thought), delivery included and I signed the financing paperwork (so I thought). I get a call a few days later from the salemans (not the first guy who helped me) telling me that the delvery charge was not included in my total order and I would have to come pay $99 or my furniture,(which was to belivered an a few days) would not be delivered. I was upset I told him that it was included and that was what I was told and I am not going to come pay $99 for a delivery fee that I was told was included in my total financing. He continued to tell me that my furniture would not be delivered without me paying hte fee. So I requested to speak with a supervisor, the salesmantold me I could speak to a supervisoir but I would still have to pay the fee in his crass voice, which irritated me even more. While I was on the phone with the supervisor explaining what happened, she informed me that the salesman was at her desk and just informed her that the delivery was included in my financing. The following day I get a call from someone in the finance dept telling me that the financinfg paperwork was written up incorrectly so I had to come back to the store to re-do everything. I reluctantly obliged. I get yet ANOTHER call from te finance dept. stating that the paperwork was STILL not correct so I had to come back to the store to re-do it again,which I did. But it doesn't end there I get another call from the fiance dept informing me that I signed in the wrong sectin and they needed me to come back to the store for a THIRD time to sign the paperwork so that my furniture could be delivered. By this time I am livid and so disgusted with Colder's I wanted to cancel my entire order. When I go for the THIRD time to end this nightmare and get my furniture delivered, I decided to have the rep read back my order and tell me what is going to be delivered. She did and there were 3 items that were missing, a coat rack, a sofa table, and a night stand to my bedroom set. At this point I am BEYOND irritated and asked to speak with a supervisor. This gentlemant walks up and immediately says, "Ms. ********* we have no control over the financing." before even allowing me to xplain to him what the issue was. He began to go in a circle about how he applologizes I was confused about the order, I told him I was NOT confused. My friend who was there when the order was placed was also there this time and she too informed him that the salesman wrote up the order to included those items that shold have been included in my financing. I told him to go over each item and price and tell me what the total was he then looked at the clock and proceeded to tell me it was a quarter to 9 and the store was about to close. I told him well he better make it snappy. The end result was that I would have to pay an additional $200 or so bucks to get ALL the items I was orignally told was included with my order and financing. I told him I don't feel that I should have to pay for anything because of ALL the confusion and inconvience that I had ot go through. He did not offer any type of compensation or sound apologetic. My experince with Colder's was THE WORST experience I ever encountered. I REGRET ever walking into that place. I would NOT recommend Colder's to my worst enemy.

Desired Settlement: I would like the items that I was TOLD I would receive, my coat rack, sofa table and night stand for my bedroom set.

Business Response:

   I did sent a response but received a error message stating tech support would review the error message.    Please let me know if I need to resent our response.  

Thank you,

***** *******

Colders

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

A representative from the business indicated that a response was sent, however, she received an error message.  Please work with the rep so that I am able to view their response to the matter.

Kindest regards,

* *********

 

 

Business Response:

BBB

 

of Wisconsin

 

10101 W, Greenfield Ave

Milwaukee,

 

WI 53214

 

Fl

 

rnlture • Appliances • Electronics

 

Complaint 

 

** ******* (**** ******)

 

PAGE 02

Thank you

 

for allowing Col( er's to address the concern afMs. *********. We are soITy, she is

 

experiencing

 

some conf\Jsicll regarding her order. On July 28, 20 II, Ms. ********* was in and made Ii

 

purchase under

 

OUT Full 881. : program. 111cn on August 10,2011, Ms. ********* came in and worked

 

with

 

0 manager and change-:f her order. As Ms. ********* indicated in her letter, they looked at several ~ets.

 

This new

 

order was under C I r Full Back program as well. Please sec attached document 1,2A and

 

document 1,2 B.

 

fl.s you CSJ see, Ms. ********* signed the purchase acknowledging she understood the

 

terms and conditions of the

 

! de and the items that wero purchased. 1110 receipts clearly list Lbe items that

 

were paid for by

 

Ms. ****** *** (qualifying items) and the items that were ulled on the redemption ( 1,2 B).

 

A couple

 

of days after the e·.ier was changed Ms. Roundtree stopped in and spolce with *** **** (manager

 

that asslsted with the rcsclec ). She

 

wanted clarification of the orders and questioned some of the items on

 

the order.

 

*** agoin review :d the order and then the men::handist: was delivered August 13,2011. We

 

have not

 

heard fiom Ms. *** ****** since. Colder's strives to ensure customer satisfaction and apologize

 

that Ms. ********* expcncn

 

~ed some issues regarding the finance etc. With the initial purchase almost 10

 

mos. ago, it is difficult for

 

It ~ to determine what happened regarding the finance paperwork. Colder's will

 

iSlIue Ms. ********* a

 

$50.( ) gift certificate for the inconvenience and Ms. ******** is welcome to contact

 

Colder's will any questions

 

.



 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I ABSOLUTELY DO NOT accept this haphazard and pathetic attempt at a resolve. At NO point in the letter did Susan acknowledge Colder's error in writing up my fiance paperwork, which is the reason for this entire mess.  Yes I did come in in August and spoke with the "manager" Roy, but that was AFTER I was called by the "finance" department at Colder's to re-SIGN my finance paperwork for not the first, not the second, but the THIRD time.  And during THAT visit, the THIRD visit did I opt to have my order read off to me because I was NOT at all confidant in Colder's ability to process my paperwork correctly. And during that vist on August 10, the THIRD visit, is when I was informed that ALL the items that I was TOLD were included in my ORIGINAL order were not in my current order and that if I wanted everything that I was TOLD would be included, I would have to come up with an addtional $237. And I refused to pay so that is when the "manager" Roy RE-WROTE my order on August 10, prompting me to sign a NEW order form.  I DID NOT come that day on August 10 with intentions on changing my order, I had no choice because I could not pay an addtinal $237 and I felt as though it was the LEAST Colder's could do was to eat the costs considering ALL of the incovenience I went through. 

 

  The customer is NOT always right, but the custmer is NOT always wrong and clearly Colder's customer service is based on the customer is always wrong.  We are in the times where social media networks  give the everyday consumer a voice and company's don't alwys acknowledge the power that the everyday Joe Smith has regarding a company's success.

So to ***** ******* from Colder's Customer Care "About You Not" department. I respectively decline your offer of a $50 gift card.

 

 

Business Response:

I regret that the offer of a gift certificate was not accepted by Ms. Roundtree as proper compensation for her inconvenience experienced during her sales process.  After viewing the final sale once again, I have determined that Ms. ********* received all items as listed on her acknowledged receipts. Colder' s will still issue the gift certificate for the inconvenience she experienced during the finance process. I hope that Ms. ********* will consider using Colder's as a future option for her home furnishing needs.

Sincerely,

*** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a television at Colder's on 01/08/12. The TV didn't perform well and occasionally turned itself off so I called to ask about a return. I was told if I had the packaging and everything that came with it, I could bring it back. On 01/16/12 I returned the TV. The personnel in the warehouse processed the return and gave me a "Return-of-Merchandise Receipt" for the entire purchase amount. Nothing else was ever said during that transaction. The problem is that I have never received a refund to the credit card I used for the purchase. I called Colder's customer service department and they told me I would be receiving in-store credit per my conversation on the phone. To me, that was never made clear on the phone that in-store credit was what I would be receiving, the option to exchange was discussed but again, it was not clear that if I did not find a replacement TV I would only receive in-store credit. Despite this not being clear on the phone, had anyone told me at the time of return, or had it been written anywhere on the return receipt that I was receiving in-store credit; this would not have been an issue because I would have known. I am no longer in the market for a TV and have no need or want for in-store credit to Colder's.

Desired Settlement: I believe I should be refunded the amount of my purchase to my credit card due to the lack of communication and documentation at the time of return.

Business Response:

 

**** ********** purchased a 47" LED from Colder's on 1/8/12.  **** agreed to the terms of the sale (doc. A,1) Number 6 on doc. A states 30% and greater discounts are non-cancellable and non-refundable. His television was purchased at 50% off (doc. A,3). On 1/15/12 **** called stating he was unhappy with the picture quality and would like to reselect.  I personally explained we would make an exception and take back the unit and allow an instore credit. (doc. B)  Please note, there was nothing wrong with the television, Colder's was accommodating ****'s request. Even though our selection was limited, I did inform **** we could order in other models for him. If **** does not feel he needs to hold up to the agreement of reselection, then Colder's would apply the signed agreement by **** (from the original purchase) that a 30% restocking fee would apply to cover the cost of now having to sell and opened, used item.

Sincerely,

***** *******

Colder's

attachments

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Colder's argues in their response that their attached "Document B" shows I was to "reselect only". Unfortunately, this document was never shown or given to me. My return receipt is attached and has no mention of in-store credit or a 30% restocking fee - leading me to believe at the time of return that I was receiving the full credit back as shown on the return receipt. Colder's never gave me in-store credit and never credited my card - I had to call customer service to find the status of my account and only then was I given those options.

Regards,

 **** **********

 

 

Business Response:

 

 This was discussed via the initial phone call **** made when he called to see if the television could be returned.  I personally spoke with **** and explained this would be an instore credit. He was fully aware this would not be a refund. He was also made aware of the 30% restocking fee on any return when he signed the original receipt.  The slip that was given was just proof of return.  No where on that slip does is indicate a refund will be issued.  The original receipt that was signed by **** indicates our return policy.   I have since spoke with **** and stated if he did not want the instore credit like we discussed when the return was authorized, we then would issue a refund less the 30% restocking fee.

*** *******

Colder's

 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not agree that the phone call between myself and customer service at Colder's made it clear that the result of my return would be in-store credit. What I would suggest is that Colder's provides proof of in-store credit at the time of return as is common at most retailers. (My previously attached return receipt is evidence that the return process is unclear). If I had physically given something showing in-store credit at the time of return I would have no issue with Colder's and this complaint would be unnecessary. Unfortunately because of this lack of communication/clarity I have now have no use for the in-store credit and would prefer a full refund. I understand I might have to accept a 30% restocking fee and I am currently investigating this option. Thank you for taking the time to respond.

Regards,

**** **********

 

 

Business Response:

 The agreement was made by Adam for a reselection.  This discussion took place on 1/15/12.  I remember the conversation very clearly as I made an exception for Mr. ********** with the return of the television. We discussed an instore credit if the unit was returned with the original carton, remote and manual.  The paperwork given at time of return is stictly proof of return.  It does not specify that a refund will be issued or that there will be an instore credit.  Our original receipt explains our terms of sale.  On February 13, 2012 I spoke to Mr. ********** again regarding the status of the instore credit.  I did state that if he did not want the instore credit we would then issue a refund less 30%.   On March 13,2012 a refund was issued for $661.511.    That is the purchase price less the restocking fee.  I can be reached at ###-###-#### with any additional questions.

Thank you,

*** *******

Colder's

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Colder's and their Customer Service Rep Sue continue to demonstrate deplorable customer service throughout this ordeal. I never agreed to "reselection." I told Colder's I would look at their remaining selection of TV's upon returning my purchased TV (which did not work properly). Because Colder's was discontinuing their TV department they had a very limited selection in the store. The salesmen in the TV department never made any mention of ordering a TV for me or special pricing for a replacement. So, I drove around back and proceeded to return my TV. At the time of return I was given a return receipt and told thank you. No mention was made of in-store credit and as any normal retail shopper would assume - I thought my credit card would be refunded in a couple of business days. The phone conversation alluded to by the customer service representative was obviously not clear or we wouldn't be having this discussion. I did not want to fight over this for months - I just wanted a working TV and I didn't want to pay any more for a different one. The fact that Colder's writes they "made an exception" to let me return a TV that was not working correctly (after less than a week) shows the type of customer service they provide - it shouldn't be an "exception" it should be standard customer service (and it is at most other retailers).

So now that Colder's unilaterally decided to "refund" me $661.51 of my original $924.01 purchase price they have made a $262.50 profit off me and I have nothing to show for it except a lot of time spent dealing with this issue.

I would also like to add that during my last conversation with Colder's to check the status of my return the customer service representative that answered the phone asked me to hold on while she checked with her coworker familiar with my case - I could hear the talking in the background and the animosity towards me was very clear. This unprofessional behavior was astounding and I think Colder's management should be aware of this situation. I have been nothing but polite every time I've talked to anyone from Colder's as this is obviously just a case of poor communication - nothing more. Colder's has seemed to forget that mantra of "the customer is always right" and instead chosen to fight me over and over so they can keep $262.50 of my money.

I hope this case is a warning to potential customers of Colder's.

Regards,

**** **********

 

Original text from Colder's last reply

"The agreement was made by Adam for a reselection.  This discussion took place on 1/15/12.  I remember the conversation very clearly as I made an exception for Mr. Scheuerman with the return of the television. We discussed an instore credit if the unit was returned with the original carton, remote and manual.  The paperwork given at time of return is stictly proof of return.  It does not specify that a refund will be issued or that there will be an instore credit.  Our original receipt explains our terms of sale.  On February 13, 2012 I spoke to Mr. Scheuerman again regarding the status of the instore credit.  I did state that if he did not want the instore credit we would then issue a refund less 30%.   On March 13,2012 a refund was issued for $661.511.    That is the purchase price less the restocking fee.  I can be reached at 414-476-1574 with any additional questions."

Business Response:

June

 

 

6, 2012

 

Better

 

 

Business

 

File:*******

**********

**** **********

 

 

purchased a 47" LED from Colder's ( ,Ii 1/1 8/12. **** agre.d

 

to the terms of

 

 

the sale. (doc. A,I) Number 6 on doc. "A" states 30% and greater discounts are

 

non-cancelable and non-refundable.

 

 

This television was purchased al :;0% off. (doc A,3). On

 

1/15/12 **** called stating he

 

 

was unhappy with the picture quality ~(nd would like to reselect.

 

I

 

 

explained we would make an exception and take the television bacl md allow an in-slore

 

credit. (doc

 

 

B). Please note there was nothing wrong with [h~ televi ~ ::<)n, Colder'S was

 

accommodating ****'s request. Even though our selection

 

 

waS lim; red, I did inform **** we

 

co

 

 

uld order in other models for him. Since **** did not feel he sh ould adhere to the

 

purchase agreement, we did authorize

 

 

a refund less a $262.50 restocl.ing (again as stated on his

 

receipt).

 

 

illm sorry **** Ceels he should be exempt from his purer .)se obligation. I feel the

 

amount of correspondence back

 

 

and forth regarding this issue has be ,'11 very time consuming

 

for

 

 

all parties involved, including Mr. **********. At this time, C, 1,1er's will issue the refund

 

of

 

 

$262.50. I hope Mr. ********** understands that all businesses I 'lit out polici"s that are in

 

the

 

 

best interest of both the consumers and the retailer. Colder's bui t their reputation on

 

offering some orthe

 

 

best deals around and providing excellent custo Tier service to support that

 

Most retailers do charge a restocking fee on any electronic item

 

 

that 1. rerurned and many of

 

them do

 

 

not take back opened electronics, period. I feel Colder's b ,:; been ·more than

 

accommodating

 

 

in this situation.

 

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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I just want to note again that I never received "document B" that specified "reselect only". Maybe it was because I only dealt with the warehouse personnel at the time of return and they didn't know? Either way, the document I was given was unclear to me (see previous attachments). Had I received the document Colder's attached "document B" I never would have pursued any of this because the result of the return would have been clear to me. in the future providing that document might help avoid these situations. I appreciate Colder's refunding the remaining amount in this instance because of the misunderstanding that took place. I feel it was the right decision in the end.

 

Regards,

 

 

**** **********

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In November 2011 I received a living room set that I had purchased at Colder's. After the first week the cushions in the couch started collapsing. I did not call Colder's until January of 2012 to schedule service until 3 of the 5 pieces of furniture I received were collapsing. On February 10, 2012 a service person came to my home and stated we needed "stronger" foam in the cushions, and that should arrive in 2-3 weeks. I spoke to the Manager **** **** in February to discuss my dissatisfaction with my furniture, and Mr. **** just spoke in circles telling me they are doing what they should to fix our situation. My point to him was I have furniture that is a few months old and it looks like it's 10 years, and I no longer enjoy or like this furniture. It has now been 6 weeks and I have not heard from the customer service department to schedule the repair of my furniture. I called the customer service department and they stated it takes 6 weeks to get the foam. Plus, at this time the other two pieces of furniture I have purchased these cushions are collapsing too. It has not been easy to deal with any of the people that I have spoke with, and I do not want to keep this furniture anymore. I could have understood if this happened to one of the pieces I purchased, but within 4 months the whole sectional looks 10 years old and is very uncomfortable to sit on. I have left a message for the Manager **** **** to call me today to discuss the other two pieces now being damaged, and hope to receive my money back to purchase new furniture. Thank you.

Desired Settlement: I definitely would like my money back to purchase a better quality product.

Business Response:

Thank you for allowing us to address the concern Shari ******** has with the ****** Industries furniture purchased from Colder's in November of 2011.  In February 2012, our technician was out to address a concern with the cushions.  At that time a request for new seat cores for three of the pieces was submitted to ******.  We do apologize for the length of time to obtain parts.  Some manufactures may take slightly longer to send the parts. Unfortunately, we do not have control over the length of time.  In the meantime, Ms. ******** stated the other two pieces will need cores as well.  At that time, we did add to our parts requests seat cores for the remaining other two pieces.  Once all cores are received we will contact Ms. ******** for install.  Our goal is to address this as quickly as possible and will be certain that Ms. ******** is contacted as soon as the requested parts arrive.  Our technician is confident these new parts will restore the five pieces back to manufacture specifications. 

Sincerely,

***** ******* ********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

It has been a struggle to get the results explained in Colder's response.  I made a phone call on 3/19 and left a message for the Manager **** **** to call back regarding status of my order, and never received a phone call back from him.  On 3/21 I called and spoke to **** in Customer Service and he was unclear as to why it was taking so long for my parts to come in.  **** promised a return phone with an explanation, and I never heard back from him.  On 3/24 I spoke with ****** who informed me that **** switched product providers, and my order was faxed to the wrong company.  ****** stated she would speak with ***** the parts person to see if she faxed my order to the new provider.  ****** stated ***** would not be in until 3/27, and promised to call me back with an answer.  ****** did return my call on 3/27, and informed me that my order was faxed on this day to the new provider and it will be another 6 weeks before I would have my cushions repaired.  I asked to speak with the Manager **** ****, and I discussed my dissatisfaction with the situation with him.  I also informed Mr. **** that they other two pieces of furniture are sagging in too.  Mr. **** stated that he would order the additional 2 pieces with my order.  I still really do not want this furniture any more, and Mr. **** stated that he documented in my record that he would extend my warranty another 12 weeks because of this error.  I would like store credit to get new furniture because I do not love this furniture anymore.  It has given my family back pain and is not comfortable to sit on at all.  We are sitting on our floor instead of our furniture because it is such poor quality.  I feel I deserve store credit because this furniture has broken down in just a few months, instead of years.  For the money I spent in the store and the poor service I received from everyone except ****** I want new furniture.  Please get back to me as soon as possible.  Thank you.

Regards,

***** ********

 

Business Response:

  Again, we do apologize for the delay in the part arrival.  On March 26, 2012 Mrs. ******** was notified that there was a delay in part arrival due to ****** changing plant locations.   We were unaware of these changes and we were only notified when inquiring on Mrs. ********'s part order. The manufacture warranty is a service repair warranty.  If the parts do not address a manufacture issue, then ****** would address a reselection.  At this time, ****** is requiring that we address the concern with new cores and casings.  We are monitoring her part request and will notify Mrs. ******** as soon as we recevie them.  Again, both the manufacture and the technician that inspected the furniture feel that the new cores and casings will restore the seating support.  We will be in touch with Mrs. ********.

Sincerely,

***** ******* ******* ******** ****

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is something that I have come to accept. I really do hope Mrs. ******* does investigate her customer service department and management because much of my frustration came from the lack of quality service that I received.  It was only until I spoke with ****** that things were properly investigated and finally I was giving a proper explanation and she was the ONLY person that actually called me back when she said she would.  ****** is the type of person that should be in a leadership position because she listens, investigates, and follows through with her commitments.

I will say that I DO NOT have anything POSITIVE to say about Colder's, and will definitely advise people not to shop at your store.  You have many issues to improve and wish you the best of luck in facilitating quality improvement strategies with your customer service department.  I truly do hope as Mrs. ******* stated that someone will contact me when my product is in because it hasn't happened as of today!!

Regards,

***** ********

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/22/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered furniture ( a mattress, frame, headboard, and sectional) on Feburary 13th, 2012. I was told my order would be in in 4-6 weeks. I called on March 26th, 2012 to see what the status of my order was. I was told that 2 pieces of my sectional were on backorder. I asked if there was any way I could get my bed delivered and I would schedule another delivery when the rest came in. I was told that yes I could get my bed delivered seperately. I scheduled my delivery for March 30th, 2012. On March 28th, 2012 I recieved a phone call from customer service saying that the rest of my furniture would be in on saturday and would i like to reschedule my delivery so I could get all my furniture at once. So I rescheduled for April 2nd 2012 and I also told the man I spoke with that the delivery would have to be after 11am. When I called on April 1st, 2012 to see what time my furniture would be delivered i was told 8:15-11:15 am. I asked to speak to a manager and I was transferred to the store manager, ****. I explained to him what had been going on. He told me he would check to see when the rest of my furniture would be in and he would call me back. When he called me back he told me the truck was scheduled to be in on April 4th, with the rest of my sectional. So I rescheduled my delivery for April 6th. I recieved a call on April 4th from customer service saying that my furniture had not come in and would not be in until April 6th and would I like to reschedule again. I told them no, because I wanted my bed. I then asked to speak with **** again. He told me that there was really nothing he could do about it. I would like to make it clear that I had no problem with my salesman, he was excellent.

Desired Settlement: I would like either my delivery fee refunded or a portion of my total refunded.

Business Response:

*** *******

 

Thank you for allowing me to address the concerns of ***** *****.  Colder's strives very hard to make sure we take care of every customer in a fair manner and to the satisfaction of all.

 

***** did make a purchase on 2/13/12 with some items in stock and the remainder due in approximately the end of March.  She requested to wait for all items to come in so she would have one delivery and avoid additional charges for additional deliveries.  She did call on 3/26 as stated and 2 of the pieces were not in yet but we did expect them to be shipped soon.  She was disappointed the entire order was not in and inquirred about delivering all that was in and the last 2 pieces when they do come in.  She spoke with the manager *** and he agreed to deliver all in stock merchandise on 3/31 and Colder's would pick up the cost of the additional delivery.  We were watching for her order to arrive and was given information from the manufacturer that it should be into Colder's on 4/4.  *** spoke to ***** and asked that because the pieces were due in so soon that would she want to wait a few extra days and take 1 delivery.  ***** agreed this was a good idea and we rescheduled her delv for 4/6/12.  The pieces for ***** did not make it on the truck of 4/4 so we agreed to deliver all merchandise on 4/6 as it was scheduled and again Colder's would pick up the cost of the additional second delivery.  The delivery was made on 4/6 and all was satisfactory.  Because her pieces did not make it on the 4/4 truck they are now on this weeks truck arriving on 4/12.  I will be happy to schedule her delivery on any day that fits her schedule and offer a time request if she would need one. 

Colder's will be making 2 deliveries to her home so we are not able to refund a delivery, but will be picking the cost of the added expense.

 

If I can help in any other way please let me know.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2012 Problems with Product/Service | Complaint Details Unavailable
4/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased 2 couches from Colder's in Feb. 2010 which were delivered in Apr. 2010. This was a special order in which the store fabric was to be replaced with a fabric of my choice.The fabric has seperated from the furniture, has a seam seperation, and is peeling and sloughing off. I paid $259.99 for fabric protection which according to the company, does not cover the issues with my furniture. I have contacted Colder's on several occasions to rectify this issue including asking for the return of my $1510.05 purchase price. I was told by the company that the fabric manufacturer would replace the fabric at MY expense; of which I refused. I did not want to receive the same defective fabric. I was told this was my ONLY option as the manufacture's warranty of 1 year had expired. A technician came to assess the condition of my furniture in Feb. 2012 and stated to me that he had not seen this happen before; I have not heard from the company since.

Desired Settlement: Refund of purchase price of furniture and fabric protection in the amount of approx. $1510.05

Business Response:

Thank you for allowing us to address the concern of ****** *****.  ****** purchased a living room group by Southern Motion in April of 2010.  The manufacture warranty on the fabric is one year. The manufacture warranty would have gone through April of 2011.  In December of 2011, ****** called regarding the fabric wear.  Unfortunately, Colder's cannot offer unlimited service on product we sell. There are many variables that will determine the fabric wear. Southern Motion has not labeled this fabric as a problem fabric. They have sold many groups in this cover and have not experienced this as a problematic fabric.  Colder's offers one of the best warranty policies in the industury. Many durable products sold today only have a 90-day warranty. Colder's has a one-year warranty on the products we sell. Since Colder's has built a reputation of resolving problems quickly and efficiently and truly trying to be fair in every situation, we were able to work with the manufacture.  Parts will be made available to ****** ***** at no charge and Colder's offered a reduced labor rate for install.  Our normal rate is $89.00/hour and we offered ****** $58.00/hour for install.  ****** was provided this information in January.  The parts have been received and we are waiting to hear from ****** to schedule an install. 

Sincerely,

***** *******

Colder's Customer Care

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On Thursday February 23rd I bough a wash machine from Colder's I installed and it worked fine until yesterday Thursday March 1st. I called Colder's to get a solution to this problem, they dispatch the warranty service and the technician called me to tell me to try some solutions that might take care of the problem, nothing worked. Then he scheduled a visit for today Friday March 2nd to determine the problem and find a solution, he came and he needs some parts that are out of stock until late next week. I called Colder's customer solutions and spoke to ****** who informed me that they could not do an exchange and that I could not return the machine without a 30% restocking fee, equivalent to $210.00 USD, this is not a satisfactory alternative to me since I'm already out of $718.00USD and the machine too. He did not offer any solutions other that to wait for the parts for another week or to return it and pay for the fee. I called the manufacturer customer service line to find a better alternative and they told me that Colder's can indeed give me a exchange for the defective machine at their discretion, which is what I expect given that the machine is brand new 7 days old, at this point I'm out of the money, the machine and a satisfactory solution.

Desired Settlement: I want either an even replacement or my money back.

Consumer Response: I called ******** (******) on Friday and  was on the phone with the customer service rep. Andrianna for over 20 minutes discussing their warranty policies; she made it very clear that all the retailers that sell their products have the discretion to authorize returns for warranty purposes, basically she said that this was decided by Colder's and that they stand behind their product 100%. I understand that Colder's is working with the technician to work to try and fix the machine, the problem is that to me this is not acceptable since the machine was only used for less than 7 days before it stopped working. The technician explained that the problem is with the computer in the washer, not being a washer expert, I can conclude that this is a major problem that will require a major fix and once again this is a brand new machine.  I also understand Colder's policy of 30% restocking fee for all returns, but as I previously expressed I should not be penalized with a 30% restocking fee for returning a defective machine, is not my choice to return it I need the machine desperately, since I'm my mother's caregiver and she suffers from Dementia without getting into further details this requires a lot of laundry on a daily basis.  This has been a huge inconvenience for me since I'm not responsible for the machine not working, I should be able to return it free of charge. At a minimum I should've been able to exchanged it without all this hassle. I do not want to get stuck with a new-patched up machine. What can I expect in a moth from now?  I've been without a machine for 5 days, with my budget for a washer tied up by Colder's and uncertain about the final resolution for this problem. I have purchased appliances from Colder's at least on 5 occasions over the past years and never had such experience. I can safely say for future appliance purchases I will be reviewing return and replacement options, much closer that I have in the past. The response from Colder's towards a major quality failure has been extremely poor and has left me very disappointed with the whole experience. I feel that Colder's self interest is put over the customer satisfaction. ***** *****###-###-####On Mon, Mar 5, 2012 at 2:43 PM, Customer Care <************************> wrote:Hello Mr *****, This email is in response to the email you sent Colder's on 3/2/12.  We are sorry to hear you are experiencing trouble with the ****** washer you purchased on 2/23/12.   Colder's does work with in the manufacture warranty. ******'s warranty works with authorized ****** service centers.  ********* ********* ******* was out on Friday 3/2/12 and determined a part would be necessary to address the issue.  ****** is authorizing the part replacement. We do not have an authorization to exchange the unit at this time.  The part is expected to arrive tomorrow. You will hear from ********* ********* ******* with in the next two days to schedule an appointment to install the part.   If you have any additional questions pertaining to the warranty you may contact ****** direct ###-###-#### or if you have questions regarding the part arrival you may contact ********* ********* ******* at ###-###-#### Colder's will continue to work with ****** and ********* ********* ******* to address any service concerns you may have. Thank you for your business, *** *******
Colder's Customer Care
###-###-#### ext ****

Business Response:

 ***** ***** did purchase a Maytag washer on 2/23/12.  On 3/1/12 Mr. ***** called in with a concern regarding the operation of his washer. Since the washer is covered under the manufactures warranty, Maytag did authorize a service center, ********* ********* Service, to handle the service request.  ********* ********* ******* was out the next day, 3/2/12  and determined a part would be needed. The part was received on 3/6/12 and was installed on 3/7/12.  Colder's was informed the washer is working and has been brought back to factory specifications. We do apologize that Mr. *****'s purchase did require service and worked with the service center to see that the part was replaced in a timely manner. Colder's will only honor returns that are authorized by the manufacture.  We strive to address all customer concerns in a timely manner and work closely with the manufactures to see that is executed. 

Sincerely,

***** *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/10/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 12/26/11 I went in to Colders to purchase furniture. I told the salesperson at the time I needed the furniture no later than 2/4. I picked out the furniture and was told my living room set was due in mid-jan. this was not special order. I signed the receipt and left the store. AT NO TIME did the sales person tell me that the sale was a final sale, no refunds, etc. The receipt that I was given after the sale (does not contain my signature) states no refunds, all sales are final. I was not given this until after the sale and was not told this at anytime. The next day I called to cancel my purchase, was told no. I called again and talked to my salesperson and was told no again, called at least 10 times with no luck. The did refund part of my purchase but not the furntirue. As the mid Jan date got nearer, the sales person told me there was a two week delay on my furniture arriving. I was offered the floor model, with no discount, I did not want to pay a new furnitrue price for furnture that hundreds of people have sat on. On 1/27/12 I called again to the store to check the status of my furniture and was told again that there would be at least another two week delay and would not arrive before mid-Feb (6 weeks after they made me pay for this in full) the salesperson tells me there are at least 8 people waiting on this furniture. Talked to the manager who tells me no refund allowed even though they have no idea when the furniture will arrive, can't guarantee a date. This was purchased for a Super Bowl party and no I they have my money and are continuing (it is still ont he floor) selling furniture that is not in stock, but not special order and they have no idea when it will arrive. I offered to take the floor model until my new furniture arrived and they also refused this. They are being very unreasonable to work with and I just am frustrated.

Desired Settlement: They intentionally are deceiving their customers. All stores will let you refund if not a special order. They demand you pay in full but do not give you merchandise I have no desire to do business with this store and just want my money back.

Business Response:

Thank you for allowing me to respond to the concerns our our customer.

Yes, purchase was made in late December of several items which included a living room sectional, tables, a TV stand and a new TV.  Cust did call a few days after the purchase and said she had a change of mind about the TV and TV stand and asked that they be cancelled which we did promptly and refunded to her in full. The sectional and tables were still on her order and were due in late January as promised.  Unfortunately they manufacturer was delayed and the sectional is now due in the week of February 13th.  I did realize the customer was anxious to get the merchandise for a Super Bowl party so we did offer the floor model if she would like.  The customer was not interested in the floor and asked to remain in line for the new shipment to arrive shortly. 

She did contact me shortly after about canceling the order and we did have a discussion about how it would be in very soon and offered to deliver it at no cost for the delay.  It was my understanding that she would accept that offer because it was due in shortly.  I now see she would like a total refund because at this time it is not in yet.  I have at her request cancelled her order and asked my billing office to refund her card in full.

I appologize for the delay and hope if she is unable to find anything that suits her needs better, that she may return and purchase the sectional when it is in.

 

Thank You

 

*** ****

 

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.]

Better Business Bureau:


While their version of events and conversations is not accurate, in the end I just wish a refund.

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

Regards,

******* ****

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/9/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: on 1-8-12 i was approched by a sales clerk, named **** ********, at the colder's furniture store in oak creek. at that time i inquired about a product they have, called ********** refrigerator drawer, number ********. he stated that the store would be able to fill my order for it. he also stated that if i would purchase it for a cost of 1999.00 dollors, it would qualify for their full back rmd same day. which in other words means, i would have 1999.00 worth of money to spend in the store that day on another item or items. zero charge. i decided on washer **********, and a dryer **********. because of the full back program... it would cost be zero... using the full back 1999.00. the paper work was completed, and at that time, our sales clerk called for a supervisor to call him and approve the transaction. i was told to go to the counter and pay for the items that were ordered, and that they would be delivered to me within about a week. i payed cash, which the total came to $2218.62...included was the tax, and delivery charge, and stack kit for the washer and dryer. i was given a reciept for these items which i needed to sign for.. this was a sunday, and on the third day from the transaction being completed, i recieved a phone call, from **** ********, that stated there was a problem with the order... i returned the call, and he stated, he had made a mistake, and the full back offer he gave to me would not qualify for what i had purchased. even though he had a supervisor approve the transaction. he said there was nothing he could do about this issue. i asked to talk to a manager.. whose name was also ****. he stated that the ********** refrigerator drawer that i had ordered did not qualify for their offer of full back money to spend on anything in the store. he stated he could offer the washer and dryer to me for an additional $1000.00. even though i said that this was the offer i was given....full back instore purchase. now they are issuing check back.. this is false advertising..please help .

Desired Settlement: i want the original transaction honored.. much time was spent during the process of speaking with the sales clerk, and completing the transaction. they continually advertise full back money to spend on instore purchase, but do not honor it, even though the transaction stated it. my reciept clearly shows it.. but now all i am recieving is the money back... and not the products i payed for and ordered.

Business Response:

Thank you for allowing me to respond to the concerns of ****** ********. 

The ********'s were in on 1/8 and inquired about an ********** refrigerator drawer unit.  It is not a unit we stock or even show on our showroom floor. It is a very unique item.  It is made by ********** so we do have the ability to Special Order it from the manufacturer.  The sales person looked in the catalog of all the different models and found the model number. He then went to the corresponding price list to give all the information to the customer.  The ********'s agreed on the price and did see the value of or "Dollar fo Dollar" promotion and selected a new set of laundry with the dollars they had earned.  At that point all was fine.

The next day when we were proof reading and verifing all orders we discovered that the sales person made a mistake and priced out the wrong unit.  If we left the order as is, the ********'s would not have received the incorrect refrigerator.  We did call them promply to try and explain an error was made and unfortunately the model they wanted was not available at that price.  The unit does qualify for our "Dollar for Dollar" promotion but I regretted that it was priced out incorrectly.  It was a signifcant error and I offered to help pay a portion of the mistake but it was still a $1000 difference.  The ********'s said they were not interested in correcting this matter and said they wanted the order cancelled and money's refunded ASAP.  I appologized again for this mistake but did honor her request of a refund which we processed right away.

Colder's strives very hard to make sure all orders are accurate and processed quickly.  If we would have over charged the customer we would have done the same thing.  We would have called her to inform her of the over charge and refunded any difference that would be due. 

I am sorry for any trouble this may have caused the ********'s.

 

*** ****

****** ***** ******* ********

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]   I am  responding back to the explanation Colder's has sent to the BBB, regarding the purchase i made on 1/08/12. The explanation states that  the sales person misquoted the correct price of the unit, model number...**********... this is  totally incorrect. I was standing at the computer with the sales person, looking at the screen, and he pointed to the coreect refrigerator i wanted, and we both saw the price of $1999.99.  I know the price of the unit... it can be purchased from many different stores on the web for the same price. We then moved to a different computer screen, where the sales person needed to place the order. At that time and place, the sales person...**** ********... handed us a book, which clearly showed the model he was about to order for us.. We took the measurements, making sure it was the unit we needed.  AGAIN.... He stated the correct price for the unit, and spoke of the Dollar to Dollar promotion.... Deal done! Full payment was made for the order in cash.   Wednesday, when the store called to tell us the deal was no good, and that they had misquoted the price, i knew I  needed to call the corporate office, which i did.. During the call to the corporate office, the person i spoke with... I do not know his name...although,  I do know he was in management.. said that in order for us to recieve the Dollar to Dollar promotion, the price of the refrigerator unit would have to be $3600.00..... A certain number would have to be changed on the unit, in order for the Dollar to Dolllar promotion to be provided to us.   This is clearly misrepresentation of the promotion they offer.. In other words to get the deal, they jack up the price of their inventory. AGAIN.... I must state , that when the order was placed for the refrigerator unit, the quote for the unit was $1999.00, which was shown clearly to me, and that the Dollar to Dollar promotion I had coming was $1999.00.  Again, alot of time was spent with the sales person, and my dicission to purchase this unit, did not come lightly. 

Regards,

****** ********

 

Business Response:

Thank you again for allowing me to clarify the concerns presented to Colder's.

I am again extremely sorry for the problems caused by the mistake made on pricing out the Special Order unit the customer is interested in.  We certainly want every transaction to go smoothly and to the satisfaction of all our customers.  We also want to make sure everything is accurate for all parties involved. 

The customer claims this unit is available all over town at the price of $1999.  We unfortunately can not sell this unit as part of our Full Back promotion for that price.  We have refunded the customer in full and I am very sorry we haven't been able to satisfy the customers needs on the new unit.

I would be happy to help the customer with any future needs she may have and will extend the best prcing package I can.

 

Thank You

 

*** ****

 

 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** ********

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/12/2011 Advertising/Sales Issues
12/5/2011 Problems with Product/Service
12/4/2011 Problems with Product/Service
11/4/2011 Problems with Product/Service