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BBB Accredited Business since

Colder's

Additional Locations

Phone: (414) 476-1574 Fax: (414) 256-9567 View Additional Phone Numbers 333 S 108th St, Milwaukee, WI 53214 View Additional Email Addresses http://www.colders.com



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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 13 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 57 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

57 complaints closed with BBB in last 3 years | 30 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 2
Delivery Issues 3
Guarantee/Warranty Issues 6
Problems with Product/Service 40
Total Closed Complaints 57

Customer Reviews Summary Read customer reviews

8 Customer Reviews on Colder's
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 8

Additional Information

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 Ms. Sue Lewicki, Human Resource Manager Ms. Sharie Perugini, Advertising Coordinator Ms. June Robertson, Customer Service Supervisor
Contact Information
Principal: Mr. Tom Balistreri, Purchase Executive
Customer Contact: Ms. June Robertson, Customer Service Supervisor
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.

Customer Review Rating plus BBB Rating Summary

Colder's has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

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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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/18/2016 Guarantee/Warranty Issues
6/14/2016 Problems with Product/Service
6/7/2016 Problems with Product/Service
6/3/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Repair of the couch or replacement with another couch. Also assurance that in the future if I have a claim it will be dealt with in a timely manner for the full five years. If not then reimburse for the warranty after honering the warranty for this couch.

Business Response:

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

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

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

Regards,
******* *****

5/31/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I need the chairs recovered because the material has broken down within the first year under the warranty.

Business Response:

This is in response to Mrs. **** complaint regarding replacing her chairs.  At the time service was out there she was under manufacturer's warranty and we have replaced the cores and casings for her.  She was complaining about the rest of the chair where the fabric was wearing. This is considered pilling and is not covered by the manufacturer or her extended warranty.  We would not be able to replace her chairs for her.  She has been informed of this by the store manager as well.  We would be willing to work with her to replace the material and install on her chairs, but unfortunately it would be at her cost.

Consumer Response:

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.

The chairs are one year old. A service person came to my home and stated that this was an unusually high amount of piling on the chairs.  He also took pictures of the entire chair and stated that he had never seen piling like this before.  He stated that the material on the chairs should be replaced as these chairs were at the time of his visit just one year old.  I called the store not once not twice but at least 10 times to discuss these chairs.  I spoke to two different store managers by the name of John at two different stores as well as customer care and they kept telling me that they would look in to it.  I was never told that they would do nothing, I was actually told nothing.  I also purchased an additional warranty for these chairs

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

Regards,

**** ****

Business Response: Business states new chairs are scheduled for delivery tomorrow. Issue should be resolved.

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,

**** ****

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/16/16, my wife and I went to Colder's to purchase a new King mattress set. We were going to take advantage of the "for every 1 dollar spent on a Serta mattress set, you get 2 dollars back to spend in store" deal going on. Our salesman was ***** **********. We were debating between 2 different bed firmness', so during our shopping for a mattress we made sure that there was a period of time which we could exchange the bed if we didn't like the firmness or if we didn't like anything else about it. ***** stated he knew there was at least 30 days we had to sleep on it (from date of delivery), but it could have even been 60 or 90 days, he wasn't sure. Knowing that we wouldn't need more than 30 days to sleep on it, this was enough time for us. But not only did he answer our question at this moment, he went on to say that we needed to be sure to keep the Colders-supplied mattress protector on the mattress. ***** stated that if there is ever an issue with a mattress, they will ask if we were using the mattress protector because they want to ensure we kept it clean. We agreed, since that made sense the company would want to ensure the mattress could be kept clean for any exchanges. He also stated that if the price is different, our "double back" store credit amount would change, which made sense. (ie, if we bought the first mattress for $4,500, our store credit amount would be $9,000...but if we exchange it for a $3,500 mattress, our store credit amount would be $7,000) So not only did ***** answer our question about an exchange, but several minutes of our discussion were focused on exchanging the mattress if we weren't satisfied. Because of my indecisive nature, I would not spend this amount of money without having a "safety net" of being able to exchange a product. Both my wife and I had this somewhat lengthy conversation with *****, so we both heard him state we could DEFINITELY exchange the mattress, if desired. We bought a mattress set, plus we used some of our store credit to purchase a couch, loveseat, ottoman and recliner. The rest of the remaining money is remaining in store credit in the future. Again, I confirmed we could exchange the furniture as well if we didn't like it, which ***** responded that we could indeed exchange it. The mattress set was scheduled for delivery on 4/30/16, and the remaining furniture would be scheduled for delivery once it arrived. When the bed was delivered on 4/30/16, I confirmed with the delivery driver that we had the op****unity to exchange the mattress if we didn't like the feel of it. He stated that he thought the time period was 90 or 120 days to exchange the mattress, but to be sure to keep the mattress protector on the bed. This was almost exactly the same as what ***** told us, so I signed for the delivery. My wife also heard the delivery driver give the exchange rules, so again we both heard the same thing. We noticed the mattress was quite firm right away, but we decided to give it a few weeks to sleep on since it was a brand new mattress and was quite firm. After not softening to my liking, I decided to go to the store to exchange it for the softer mattress. On 5/13/16, I went into the store but ***** was not working so I spoke to the manager *** H. *** stated that they do not do exchanges on mattresses. I explained that I was told by both ***** and the delivery driver that they took exchanges as long as the mattress protector was used, which it was on our bed since the moment we got it. He explained it was their store policy not to take back mattresses. This is the moment I was starting to realize I had been lied to/misinformed, at length, by the salesman and misinformed by the delivery driver. I was visibly shaking in anger. *** H. explained that ***** would be in the following morning and he could speak to him to call me with what they discussed and what ***** recalls. Because of the amount of customers each salesman sees, I wasn't sure how much ***** would remember but we joked about how indecisive I was when I made the purchase, so he might very well remember us. Since I was confident ***** would explain that he told us we could exchange the mattress, I shook ***'s hand and waited for the call the next day assuming this would all be resolved. I was wrong. The next day, 5/14/16, I received a voicemail from *** stating that he spoke to *****. *** stated ***** told him he recalled us talking about the possibility of exchange, but ***** claimed he did not state we could exchange the mattress. This infuriated me because, I could maybe understand not recalling the details of one particular customer, but to confidently state that he was certain we did not discuss an exchange is a lie. I played the message for my wife, and her jaw literally dropped. I called *** H. back to discuss it further but had to settle for leaving a voicemail. I asked him to call me back THAT DAY, but I am still awaiting his response 3 days later. In summary, we were told during the sales process that we could exchange anything we didn't like, this include our mattress set or any of the furniture we purchased. After the sales was completed, we were told it was the store policy that they do not exchange mattresses. I am now beginning to fear that if we have a problem with any of our furniture, they will state a similar "store policy" defense.

Desired Settlement: 1) I would like to be able to exchange the mattress for a different one, as we clearly discussed on the date of purchase. 2) I would like to know when our furniture will be arriving for delivery and have it delivered. I have already paid the $134 delivery fee, which ***** explained covered the mattress set, furniture, "everything" as explained by *****. 3) I would like confirmation that we can exchange the furniture if it is not to our satisfaction because I do not want to have to go through this again like we are currently doing with the mattress, 4) I would like confirmation on our on our store credit amount left to spend in-store. ***** told me the amount, and it is traceable by doing some math based on "spend on day of purchase" but I would like confirmation of this. The amount I was given is $5,351 left to spend (mattress set MINUS furniture price and bed frame price)

Business Response:

Thank you for allowing me to respond to Mr. ****'s concerns.  We strive to resolve all concerns quickly and fairly..

I did speak with Mr. **** on 5/18 regarding his concerns.  It certainly appears to be quite a bit of confusion with this transaction but I did confirm with him that we would allow him to come in and try and find a mattress that will suit his needs better.  He did purchase a mattress set that allowed him to pick out additional items at no cost, as part of our Serta promotion.  We did discuss that what ever new mattress he selects will have a direct impact on any additional items he may select.  This will be determined when he does come in.

Mr. **** agreed to come in this weekend to try and resolve all of the issues he listed above.  Colder's will do their part to resolve this matter at that time.

*** ****

Store Manager

Colder's Furniture & Appliance

5/31/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: The only resolution to this problem will be for the store to give us the table that we paid for at the price it was advertised for.

Business Response:

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

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

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

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

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

Thank You

*** ****

Store Manager

Colder's Furniture

5/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would settle for a refund of my total delivery charges 160.00 or the credit of 286 I was told I was owed.

Business Response:

Hello *****; 

Thank you for allowing me to respond to Miss *****.  We strive very hard to resolve any and all misunderstandings as they arise, quickly and fairly.

I have spoken to Miss ***** and I am aware of her concerns.  She has also spoken with Mr. **** on this matter.  Her statement is pretty accurate as far as making a purchase of several items in early April.  Delivery was made on 4/8.   All was fine at that point.  Miss ***** contact her sales person and said she wanted to return an ottoman with a value of $270.  No problem , so we sent a delivery truck out on 5/2 to pick it up.  All would have fine to refund that amount but she then purchased a bedroom chest which we then delivered on 5/3.  The money from the ottoman was used to pay for the chest.  Miss ***** feels that because she was told she was getting a refund that the chest purchase does not count.  Unfortunately Mr. **** & myself were unable to communicate this to Miss ***** to her satisfaction.   Mr. **** has already agreed and process a credit of $60 to cover a portion of her delivery fee.  As a courtesy I will agree to credit her another $100 to try and resolve this matter.  If Miss ***** wants her full credit of $284 she would need to return the chest.

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

*** ****

Store Manager

Colder's Furniture & Appliance

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and  will accept the additional $100 refund  as a settlement.

Regards,

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

5/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: called to complain about a chair delivered to my elderly sister-in-law and asked to speak with a supervisor and was given the name of *** *******, Director of Operations. Called to speak and was given voice mail and have of yet not received a call. Called again and complained that I would be contacting BBB if I didn't receive a call and the customer service rep said go ahead. They couldn't care less....................

Desired Settlement: Just wanted to explain the situation and possibility of returning the chair and receiving a refund but no one will call me to discuss our options.

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

Consumer Response:

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

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. 

Just talked to **** at Colder’s and we have agreed on a solution. It should be taken care of this week Friday, the 20th. If for some reason it doesn’t happens this Friday I will let you know.

3/9/2016 Problems with Product/Service
1/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a chair from Colder's in Grafton in June. Three days after getting it home the stitching began to fall apart on the arms and we had to schedule a service call. This was resolved. In October, we again needed to have service done on the chair, as more stitching was falling apart, this time on the seat cushion. The technician came out as scheduled and said he would need to order us a new cushion and that once it came in we would need to have yet another service call for them to come back and "install" it. It hasn't come in since it was ordered on Oct 12th, 2015. It apparently is not a chair that one should sit on, as we try not to. Since the third day we have had to cover the chair in blankets and try not to use it as we are not confident in its ability to be sat on without incurring some sort of damage. A chair that cannot be sat upon is not a chair. A warranty that cannot fix a problem is not a warranty, but a meaningless piece of paper. We have also contacted ********, the manufacturer of this chair and after repeated attempts to get a response from them, we were forced to spam every post on their social media pages. Only after a few days of this did they respond, which they said they would look into our issue. We have not heard back from them, but it is my understanding that warranty issues are typically resolved by the store that has sold you their chair. What I am not asking for is simply a refund. It is not worth my time to have a chair that needs more maintenance than a small child and basically takes up space in my house. I realize that Colder's policy does not allow for this but I believe them to not be holding up their end of the warranty and this would be an acceptable resolution for this situation.

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

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

Consumer Response:

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



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,

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


1/9/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchased nearly $3000 worth of furniture and while I was at the store with salesman **** ***********, We both counted every piece of furniture I bought that day and he assured everything was on his list in that price. Yesterday I went to get my furniture and found a small table for my bedroom missing and learnt that he did not put it in my order. Now I am out of a table that I originally paid for and they failed to put it on paper. Also, when I received furniture yesterday, some pieces were broken. Coffee Table is broken from side and seems like someone painted over it. Table is In bad condition. A China cabinet I bought is slightly damaged from front and had broken pieces of bulbs in there that I had to clean at home. Half the furniture I received is in terrible condition and a missing table.

Desired Settlement: I would like the table that was to be included in my order within the price I paid and also be compensated for the damaged furniture.

Business Response:

Hello;

 

Thank you for allowing me to respond to the concerns of Mr.  ******.  We strive very hard to make sure all of our customers are treated fairly and with the intention of keeping them as repeat customers going forward.

Mr. ****** did come in Friday night and spoke with a Sales Manager *** about missing a table on his order.  *** went over each itemized entry on his receipt and pointed out there was not an additional table listed and therefore he was not charged for any items that he did not receive.  Mr. ****** did return again on Saturday evening and spoke with the Store Manager about the same issue.  Mr. ****** did purchase several items including tables, lamps, desk chairs a recliner and a China Buffet.  He also had changed his mind on the recliner because his original receipt had a chair and ottoman group.  As you can see he had looked at several items.  His sales person **** wrote up an order that included each item Mr. ****** wanted and took payment for the order.  Everything was was picked up at the store on Friday 11/6.   When he came in we apologized if we missed an item on his order and offered to add it at a very attractive sale price.  The table in question was tagged at $580 and the sales manager offered to sell it at $290.  Mr. ****** felt it should be free?  All items on his order have a price associated with them no different than an receipt you would get from any store.  It is not uncommon for a customer to come back and want additional items they looked at but each one has a cost and are not just given out for free.  I can still make any additional pieces he would like available at a sale price, but Mr. ****** did receive every item on his receipt that he was charged for.

 

Mr ****** came into the store at 2 different times and did not mention anything about a table and china being damaged.  I am unaware of what that might be.  Mr. ****** did pick up the items in new condition but if there are any hidden issues he can certainly contact my service department and we will gladly have a service technician address them.  We would just need to set an appointment and have the work done.

 

I am sorry that this has landed with your organization, but unfortunately if Mr. ****** would like additional items that do not show up on his receipt he would need to pay for them.  If I can be of further assi****ce please let me know.  I can be reached at ###-###-#### or by email at *****************

 

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,

***** ******

 

I still have not received any response from them about how they will fix the issue of the table that I did not receive. I had told them that I am most definitely willing to return their equipment because they have made the wrong statements when they said it was all new furniture when actually I received the floor model and I had asked them that I am more then willing to return all of the furniture.

Business Response:

I'm sorry that Mr. ****** is still unhappy with his purchase.  As stated previously, the table in question is not included in the client's itemized receipt.  Mr. ****** was not charged for this missing table.  I'd be happy to ****d by my discounted offer of $290 if he would like to add the table.  

 

Thank you

 

*** ****

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

 

 

 

12/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased living room furniture from Colders on Saturday 11/7/2015. Our salesman was fine, and after hours there (with children) we pay and leave with an expectation of delivery soon to follow. My husband called to set up the delivery and they only had today open 11/11/2015 so he made it for today. He called back looking for later dates, but decided to keep it for 11/11/2015. I left work for the three hour delivery window, just to find out that it was not coming. I called, and talked to several rude customer service reps, and they all told me. "it's just too bad, you can't have it today, and It's your fault the date changed." I was floored to be treated in such a way!!! How embarrassing for you as a company!

Desired Settlement: We want a full refund( for the delivery fees), cancel the store card with no reporting to the credit bureau, and an apology wouldn't hurt.

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

12/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 30, 2015, we purchased an Amana washer and dryer from the Colder's Appliance store in ********** *I. The two units were delivered from the **** ***** store and installed at our son's residence in **** *****, WI. on November 3, 2015. Within two days of the delivery, they discovered that the wash machine did not function properly--it did not advance through the cycles. About November 20, they called the customer service department at the **** ***** store location to report the problem. A service technician came out on November 27, 2015 and determined there were two broken parts in the purchased wash machine. The parts, however, would have to be ordered and then installed. The ********* ********* technician called on December 7, 2015, indicating the parts were in but that he needs to make an appointment for the installation. Unsatisfied with the prospect of repairing a brand new appliance, I contacted the **** ***** ******* on November 29 to determine if the wash machine could be replaced since multiple cycles were not working. The store ******* stated that the Colder's policy is to repair the unit rather than to replace it. I stated that I would like the machine replaced since we paid for a new washer and should be entitled to a replacement, not a repaired unit. The ******* was very insistent that the washer will not be replaced and that the only alternative was the repair order with a technician at ********* *********. When I repeated my request for a replacement his final comment was to ask me if I still want the repair work order processed or handle the problem on my own. I also spoke with the ******* at the ********* store where the washer was purchased. He seemed to sympathize with our problem and said that he would speak with a manufacturer's rep to see if an exception to replace the unit could be made. Subsequently, I spoke with him two or three more times but he said the manufacturer's reps were at a convention and that he couldn't get a hold of one until December 5, 2015 at which time he would call me. To date I have not received any call from the ********* *******. Although there are no issues with the dryer, the bottom line is that we purchased a new washer which has not functioned since it was delivered on November 3, 2015, yet it appears we have little alternative other than to accept the repair of two broken parts. Additionally, we are at the discretion of the repair technician as to the time frame for the repair to be completed. The Colder's store policy is patently unfair to its customers. We purchased a new washer and expected to receive a new replacement if there were any issues. At this point we have paid in full and own a washer that doesn't work due to two broken parts. It makes one wonder if we actually purchased a new unit to start with.

Desired Settlement: We would like the wash machine exchanged immediately for a new wash machine or a removal of both the washer and dryer from the premises with a complete refund of the purchase price including delivery/installation costs.

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

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

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,

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

12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I have allowed you to perform your original solution of dying the defective areas. This solution was not sufficient to correct the defects with the original product sold to me. The sofas continue to get worse with every passing day. I would entertain many different resolutions from refund to repair if I was confident it was a permanent repair not something that only lasts a few months.

Business Response:

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

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

Consumer Response:

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

Better Business Bureau:

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

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

Regards,

***** ******

 

 


11/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Exchange the machine for same model or one model higher that works.

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

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.The repair person was out for the second time and still not fixed. In a timely matter is far past considering we received the washer 9-18-15 and still does not work 10-14-15. We asked for replacement immediately and were refused. We bought it from Colders not electrolux why should we have to deal with anyone but Colders for a solution. According to Consumer Protection Colders is in breach of contract and should replace the washer regardless of store policy. Also heard Wisconsin has protection laws that Sellers must replace within 14 days well we are well past that With all the new parts they are trying it now would be refurbished not new. We paid for NEW!!

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

Regards,

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

Business Response:

Mr. ***** has been taken care of with replacing his defective washer.  The new washer was delivered on 10/17/15.  Again we apologize and thank you for giving us the opportunity to make things right.                 

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.
The washer was delivered on 10-18-15. One full month after our original purchase. It took them one month to accomplish what any other business would have done the next day. We went without a washer a month because they have no concept of customer service. No compensation for the month without a washer only excuses. All Colders did was give us a washer that we purchased on 9-18-15. They need to back their products not wash their hands of them once there sold. Thanks Colders for a month without a washer, as if you care! The sad thing is they think they provided good customer service what a joke.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In summer 2015, we ordered a bedroom set (headboard, two nightstands) from Colder's Delafield location. We were told approximately 6 weeks until delivery. When we heard nothing beyond that point, I contacted the Delafield location and was told that the furniture was in and the salesperson was to have contacted us to work out a delivery date. That hadn't happened so we worked to establish a delivery date. At that time, we also learned (which was not conveyed to us in advance) that the delivery would need to be accomplished by a third party on a limited schedule. That limited our delivery options and increased our cost. We finally arrived at a delivery date. When the date arrived, we were not contacted by Colders with information, so we again called to confirm delivery. We had several episodes of being placed on hold and the call being dropped. Finally we were able to confirm an approximate delivery time. When the furniture arrived, it arrived without holes drilled for a metal bed frame and, in addition, the configuration of the bed was such that attaching the anticipated metal frame would leave a gap between the bottom of the headboard and the mattress. We were told that this was because it was not purchased as a complete bed. We were not told that by the salesperson when it was purchased. The resolution suggested was to have someone local drill the holes or to send the bed back. We thought it was highly inappropriate for Colder's to expect us to find someone local to drill holes in a product for which (1) we should have been provided complete information by the salesperson and (2) we would then expend additional money for services that should not have been necessary. We opted to send the entire set back with the delivery staff with a request to Colder's for a full credit to our account and a call from the store manager. We did not receive the call from the store manager and we are concerned that our account will not be credited for the full amount, including the delivery charge. My husband and I each had to arrange days off from work and drive 3. 5 hours each way to receive this delivery. Our estimated out-of-pocket for the combined time loss and mileage is approximately >$2000 and we are left with no bedroom furniture. This is unacceptable to us.

Desired Settlement: We expect Colder's to make good on their promise to us of quality furniture that meets our expectations and is delivered complete and ready to go. At the very least we expect a FULL credit to our account, including delivery charges and a call from the store manager to discuss our experience at Colder's. We had an issue with Colder's in the past (took > 6 months to get furniture that had been promised within an 6-8 week time frame). We opted to try again, given assurances that they would do better next time. They did not. We'd like the courtesy of a complete credit, with verification, to our account and a personal phone call from the store manager if not someone higher up in the food chain.

Business Response:

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

Consumer Response:

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

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.  While it took some effort, we eventually were refunded the cost of the furniture as well as the delivery charges as we requested.

We sincerely appreciate your assistance!


Regards,

**** *****


11/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Colders has made us very aware that we have zero leverage in this disaster of a situation. We have already waited 6 months and prefer to keep the couch we have been waiting for...once they fix it to make it look like a new couch. If not a billing adjustment, then a refend.

Business Response: This is in response to consumer complaint ****** ****** ID# ********.  Mr. ****** has given us the opportunity to work with him to resolve the service issue that he is having with his furniture.  He is aware that we have been in contact with the manufacturer to assist us in getting his parts to us as soon as possible to complete his repair to his satisfaction.  Once parts are received we will be working with him to arrange for his furniture to come into our shop to repair and then make arrangements to have it delivered back to him once complete.  We will keep Mr. ****** updated.

This make be a second response, because I don't know if you received the first one.
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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 have been contacted by Colders, but no progress has been made.  They are not sure if they can fix the issues with their product and have no timetable when they are able to give me an answer.  It has been 2 months and zero progress has been made on this issue.

Regards,

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

Consumer Response: On Fri, Nov 6, 2015 at 11:50 AM, <*********************> wrote:

Hi *******,

Colders did recently contact me and they were not able to fix the problems the couch came with.  They did offer me additional dollars off the couch to keep it as is.  Given all the issues I have had, I did accept this resolution.  

Business Response: We have been in contact with Mr. & Mrs. ****** and service has been completed on his furniture except for his wedge.  We worked with the manufacturer in regards to getting parts for the wedge, but the material is no longer available.  We offered to bring in wedge to repair in our shop and Mr. ****** did not want to do that so we offered him $400.00 as a price adjustment to keep product as is and he accepted.  Again we apologize and thank you for giving us the opportunity to make things right.

11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a lift chair for my mother on 7 October 2015. On 3 November, 2015, the chair locked in the fully reclined position. Contacted Customer Service on 3 November, was told the earliest a service technician could come out was 25 November - three weeks. Told the Customer Service Rep that was unacceptable. Customer Service Rep told me she would see if she could find an earlier spot and would call me back. On 4 November, I contacted Customer Service, as I'd heard nothing back. Was again told there was a three week delay in getting service. Reiterated this was unacceptable, told them my aged mother needed the chair to sleep in. Customer Service Rep repeated the three-week delay. Asked about a replacement chair, was told 'I can't authorize that'. On 4 November, my mother called Customer Service. She was treated unprofessionally by both representatives she spoke with, was accused of lying by the second one. My mother told her she would be contacting the BBB regarding this, was told, 'Don't threaten me' by the representative. A few minutes after hanging up with that rep, another rep called back. She gave a few suggestions on trying to get the chair to work - none did. She said she would contact Flexsteel and find out if they could help and would call us back. That was at about 11 AM CST; by 4 PM CST we'd gotten no return call.

Desired Settlement: In order: 1) Repair of the defect, or 2) Replacement of the defective chair, or 3 )Refund of all but sales tax and removal of the chair.

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

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

Better Business Bureau:

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

Regards,

****** ****

11/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: We would like our door installed to the correct side.

Business Response:

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

10/30/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a washer and dryer 10/9/11 with a 5 year warranty. My dryer stopped working about 2 months ago and they have been out at my house 3 times to try to fix the dryer and still does not work. I called the warranty number several times and I cannot get a response from them.

Desired Settlement: I would like the dryer either fixed or a new one and reimbursement for my laundry fees for the past two months.

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

Consumer Response: 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've tried to call them numerous times, I wait on hold anywhere from half hour to an hour. I finally get a hold of someone (June at ********) Seemed like she was trying to help, was told the warranty company was sending them a replacement. That was last week. Still have not heard anything from them. Also I asked how the dryer was getting to my house, and the response was they could deliver it but there is a charge. This is getting ridiculous, I have been without a dryer for over 2 months, I have a family of 5, and all I want is a working dryer. That is why I bought the extended warranty.

Business Response:

The warranty company is replacing the dryer and that should arrive here at ******** around 10/22/15.  We have been in contact with Ms. ******* to let her know when the new dryer should arrive and will call her to schedule the exchange once it arrives.

9/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like to return this dishwasher for in store credit to buy the Whirlpool I originally wanted to buy in the first place. I do not think that waiting 1-2 months to fix a less than month old dishwasher is acceptable.

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

Kind Regards,

*** *******
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9/9/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want them to come out now and clean the couch, not 3 weeks from now.

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

Business Response:

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

Consumer Response: It is accepted with reservations.

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,

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

8/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

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

Business Response:

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

8/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want a full refund of my money and an apology and admittance of wrong doing and extremely poor service.

Business Response:

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

8/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: Full refund and removal of couch.

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

8/7/2015 Problems with Product/Service | Complaint Details Unavailable
7/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want to return my 5yr old dishwasher for store cedit.

Business Response:

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

7/24/2015 Problems with Product/Service | Complaint Details Unavailable
7/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday 5-2-15 I was shopping at the Oak Creek Colders and spoke to Stan a sales person regarding purchasing a built in refrigerator, he quoted me a price on a Samsung unit, I indicated I would discuss it at home and get back to him. Later that day I contacted him and agreed to the purchase. I put one half of the deposit down over the phone and the sales person indicated I would need to go into any Colders in the next several days to pay the remaining balance for the unit and the delivery charge. I had indicated that this was for a kitchen remodel and that I would prefer to delay delivery, August was the agreed upon delivery date however he indicated they were flexible on the time frame. So on 5-6-15 I went to the West Allis Store and paid the remainder of the balance for the refrigerator and delivery , the clerk gave me a receipt and noted in my file that delivery was to be scheduled at a later date. On 6-3-15 I received a call from Dan Hunt telling me that there had been a mistake made and that they were unable to deliver the refrigerator at the price I purchased it for, He indicated they do have the unit and are willing to "work with me on the price" however are not willing to deliver it at "that price". I indicated that I have a receipt from the store indicating that I had paid for the unit and the delivery in full. He again stated they would not deliver it for the contracted amount. I stated this was part of a kitchen remodel and due to it being a larger size and a built in unit,that in the last month the kitchen had been planned around the refrigerator and cancelling the order was not an option for me. Unfortunately unless I pay Colders more money they are unwilling to provide me with the refrigerator. I requested a call back from a manager and received no response, so the following day I made several calls before I was able to speak with Jim Lewicki, store manager, he also indicated they are unwilling to deliver the merchandise

Desired Settlement: I would like the refrigerator I paid for to be delivered without having to pay additional money

Business Response:

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

 

 

Dan H***

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

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

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

 

Business Response:

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

Sincerly,

***** Lewicki

 

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.  

I have reviewed the offer made by Colders and the offer of discounted appliances is not very significant when compared to the extra amount they want to charge me for the refrigerator, I believe the next step will be small claims court. I received an email from Colders attorney indicating they have no intention of working further towards a resolution.  I will continue to update BBB when I know more. 

Regards,

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

 

 

3/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: The rest of my payment of $752.55

Business Response:

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

 

 

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

Business Response:

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

Thank you

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like a refund for the couch, which the store still does have. I paid $2752.55 for everything. After the restocking fee of 30%, I would like my refund of $1926.79.

Business Response:

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

Thank you

 

 

3/13/2015 Problems with Product/Service
2/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want them to credit me everything back and accept the return and not to change a restock fee for all the inconvenience this has caused.

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

2/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like a supervisor of Colders to call and make an appointment see furniture. Because of the two issues can not be resolved I would like the furniture returned. I also think that if Colders is going to advertise Quality Furniture than Colders have to sell quality furniture or at least return what is not. thank you.

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

Consumer Response:

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,

******* ****

 

 The Business, Colders, did telephone me in regards to my complaint.  They did notify me that parts were delivered to the Grafton Store and that I may pick them up.  They did offer to pick up the couches and take a look at them to see if they can be repaired. Colders did say the manufacturer does not warranty against pilling after the purchase. 

My response was why should Colders repair the filling to eliminate bumps if Colders is not going to do anything about the fabric.  I asked the women if I was I responsible for replacing the cushions every 4 months when the cushions pill.  I believe that to be unrealistic expectation. I do believe that when you purchase furniture you have an expectation of the fabric lasting longer than 4 months.

When I purchased the couches Colders did not tell me that the warranty did not include pilling or defects in the fabric. 

I believe both issues need to be addressed, It does not make sense to only address one issue. Colders representative whom lead me to believe he was their one and only upholster has already told me nothing could be done. So now Colders wants to inconvenience me my taking the couches so they can see if a repair can be done when Colders upholsterer has already told me.  

I believe that when a customer purchases a couch for an estimated $1200 there is an expectation of quality, especially because this company literally advertises on television that their furniture is quality. I told the salesman I was nervous to order furniture with out seeing it. My fears were met with the expectation that the couches are the same quality as on the floor merchandise.

The Colders representative asked me to send pixs of the furniture for their review.

I was under the impression Colders would review and get back to me on a decision but reading Colder's comments sounds like the issue is closed and I am not willing to accept their help.  

If they would like to pick up one couch at time to repair the filling and change the fabric they may do so. But they need to address each issue not just one.  I also think I should be given a time frame for how long I will be with out furniture. 

I would really like to now the thoughts of BBB.  Am I being unrealistic with the expectation of spending an estimated $2400 on two couches that I would not have quality? Should a business be able to advertise quality they do not deliver quality? 

Thank you

 

 

  

Business Response: Called customer as requested in regards to setting up a time to pick up furniture (I piece at a time) to bring in for service and to let her know how long it would take to repair.   Our intention is to repair to customer's satisfaction being that she is in manufacturer's warranty and to be sure she is happy with the repair.  The tech stated that the repair for each sofa should take about 2-1/2 hrs. to 3 hours.  We would be willing to look at other options if repair is not satisfactory to customer.

2/18/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: New refrigerator

Business Response:

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

Consumer Response:

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,

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

 

 

1/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This was a customer service issue with no resolution as of yet.

Desired Settlement: I paid for an installation of a refrigerator and ordered two tables from this establishment. The delivery men plugged it in and that was the extent of their installation. They did not secure the water line as I expressed. I paid for that installation and didn't receive it.The tables delivered were damaged and sent back. Would like a refund on the installation and replacement of tables that are not damaged.

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

12/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like a refund. I paid with my credit card that expired Nov 2014. My credit card company has also been notified on the situation.

Consumer Response:

On Tue, Dec 23, 2014 at 4:22 PM, ***** ******** ******************** wrote:
*******, 

Colders ended up calling me 12.22.14 saying that the couch was in.  I told them I wanted to check out the couch set first.  I went there and the hole was fixed.  However, I still was not satisfied of the discount off ($150) and I stated I would like to talk to someone else to reconsider the $150 off they were going to give me. I wasn't asking even half off.   *** (store manager) was not there so I asked for someone else. I had to go to work so I couldn't wait for the answer that *** was to give me after he talked to ***.  He then called me back saying the best that he could do was $200 or a full refund.  I said yes, thats all I wanted in the first place, options!  I ended up taking the full refund which I had wanted that option in the first place.  They ended up crediting the money back to my credit card company.  I just wanted to so say thank you for sending the email out and helping me with this situation.  Unfortunately, I had to go to these extents and get others involved for my situation to be handled the right way.  It took a lot of time and contacts but I'm glad we both came to an agreement.  I may not have my couch for Christmas but I do not have to worry about this situation any longer or possible further problems in the future.  


Happy Holidays and thanks again,
*****

12/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a Kitchen Aid refrigerator delivered today 12/1/14 everything went well until after the delivery people left we tried to close the doors and the right side door will not stay closed. I ******* * ******* immediately contacted Colders customer service to seek a resolution I requested that I would like to return the defective product only to have the Colders customer service person say she would have to talk to the manager then customer no service said I talked to the manager and the manager said it cant be returned only repaired. I received a defective product wich should be in good condition at the time of purchase and Colders wants to Higher a repairman to fix the door on the new refrigerator? Colders is only interested in selling product once you buy it they refuse to help find the customer a fair resolution. The only thing colders sales floor worries about is their sales commission. The managers take your call and rush you off the phone and refuse to help you. The customer call center reps are very disorganized, ask you to repeat what you said repeatedly and come off as impossible to get help from them.

Desired Settlement: Seeking a refund because when someone purchases a product they expect it to be in good condition and not get a big headache when calling salepeople and managers and a refusal to help with a fair settlement. The only thing colders salespeople and managers want is for you to purchase your things and go away don't call about any problems because they cant make any money when returning a product. This store is all about GREED!This complaint will be ignored by colders because they don't care about their customers.

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

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Liquid was in between glass door of Frigidaire Gallery Range as well as the back burner doesn't get warm. It appears that a repair was done on the inside of the range door in what appears to be a patched hole along with a scratch on the inside of the range door. The Frigidaire Gallery Range hasn't been used by us at all.

Desired Settlement: I request an exchange for a new range that doesn't have a hole patched on range door along with a scratch as well as a range that doesn't have an obvious liquid substance between the glass range door.

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

11/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 11/11/2014 I ****** ******* along with my husband ******* ******* purchased three stainless steel appliances from the ********* Colders. Two of the appliances came the dishwasher and the stove although it now appears the ceramic stove top has a interior crack. I ******* ******* paid for the three appliances in excess of 3200.00 on my credit card as part of a three appliance package price that was all included as one price. The salesperson ***** **** at time of purchase insisted and told us do to our concerns that If the refrigerator did not fit we could easily return it and get a full refund at time of delivery. I ******* ******* preceded a few days prior to deliver to call ***** **** in regards to measuring the area telling her the width of the refrigerator doors would not fit she insisted they would fit to avoid us cancelling the refrigerator purchase and getting a refund. Well 4 days later it was discovered by two colders delivery drivers that the refrigerator definitely would not fit do to the doors being to wide. The delivery drivers wrote on the papers that we would be returning refrigerator this day do to the very problem on 11/15/14. Since this time I have called 2 customer service reps to no help as well as I talked to *** the store manager and Matt another store manager both claiming my credit card would be credited as of today still NO CREDIT TO CARD. I called ******** **** and the credit card holder said to give colders fifteen days from purchase before disputing charge and reversing charges it is now 11/25/14 and Im a day away from calling credit card company when 2 customer service reps and two store managers should have done their jobs in the first place and credited my card for the quoted refrigerator price by store manager matt and *** of 1,583.00. After this horrible experience I will never purchase another appliance from any colders stores again and will encourage all friends and relatives to go elswere if considering a purchase from the Colders store chain. This handling of the problem by all employees involved is unexcusable.

Desired Settlement: I ******* * ******* am still waiting for Colders ********* store to refund 1,583 Dollars for a refrigerator I NEVER RECIEVED! Refund my card please because if you contest it with my credit card company I will be forced to take you to small claims court to seek judgment this way.

Business Response:

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

 

Sincerely,

*** *******

Consumer Response:

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

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,

 

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

 

 

 

11/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I just want my money back. I don't want to deal with them any more. I have ************ and I am getting flares ups because of this. I can't even sit on this furniture it cause me pain. The seat slants to one side and creates pain for me.

Business Response: We are very sorry to hear that customers complaints haven't been resolved to her satisfaction.

At this point we  can say that 2 different upholsterers evaluated customer's complaint that all her furniture
was leaning to one side.
In both cases the work orders they generated made no mention of attempted or suggested repairs while they were at customers home.
In addition neither tech indicated that parts were needed to resolve the customer's complaint.

Although both techs have a great deal of experience, in a effort to resolve this matter, we called her today and suggested that we return
the 1 piece of furniture customer felt leaned the most to our on site upholstery shop for further evaluation.

Once returned to the store its our intent to have a third tech look at the piece to determine why the customer feels that furniture is defective.
When we called to schedule the pick up of her furniture (at no charge to her) she replied that she wanted to speak to the people around her
that were helping her work through this matter before she agrees.

She agreed to call customer service at ###-###-#### to let us know if she would agree to the third evaluation on Monday November 3.
It is our hope that she agree to this step so that we can all be sure this service issue is being evaluated accurately.


10/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: At this point, I would like a full refund because Colder's has breached the contract of this sale.

Business Response:

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

Sincerely,

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

 

8/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

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

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

Once those parts arrive, we will get in touch with them to ask that they schedule service.
On average that means we are looking at a ETA of the middle of August,2014.

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.

 

THIS IS EXACTLY WHY I COMPLAINED ABOUT COLDERS - THEY DON'T ADDRESS THE ISSUE - WE WANT A DIFFERENT CHAIR!  WE DON'T WANT A CHAIR THAT SQUEEKS AND WE DON'T WANT TO HAVE SOMEONE SPEND 2 PLUS HOURS IN OUR HOME REAPOLSTERING A CHAIR THAT WAS DEFECTIVE IN THE FIRST PLACE.  THEY JUST KEEP BLOWING US OFF!  WE WANT A NEW CHAIR.  WE WANT A NEW CHAIR.

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

Regards,

***** ******

 

 

Business Response:

Hi *****,

As I had explained previously,we are waiting for parts that our upholsterer had requested to resolve the squeaking you were reporting.
We expect the parts by the 2nd or 3rd week in August.Once they arrive we will get in touch with you to schedule service.

Unfortunately as is the case with many manufacturers these days, warranties that are provided don't stipulate that the discovery of a defect will be resolved
by replacing the product. Most manufacturers of larger items such as furniture and appliances usually reserve the right to correct any defects with
warranty paid parts and labor first.

If parts and service fail to bring a piece of furniture up to factory specifications,Colders can go to the manufacturer on your behalf to obtain a 
solution you would be happy with.

In some cases, that includes a credit or exchange.

Thank you ****

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,

 

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

 

 

 

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.

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.

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,

 

**** *******

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,

 

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

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,

 

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

 

 

 

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

 

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

 

 

 

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

 

****** *****

 

 

 

1/14/2014 Problems with Product/Service | Read Complaint Details
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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.
~
***** *****
******** ******** ****

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

***** *****

 

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,

***** *****

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


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