Colder's Furniture, Appliances, and Mattresses — Attraction in Grafton

I went to Colder's in Grafton on 12/2/16 in the evening to look at outfitting my apartment with furniture. I had recently been to IKEA and didn't really find what I was looking for, so I thought I'd give Colder's a try. The store is very large and had a wide variety of bedroom sets, mattresses, dining sets, couches, and other furniture, which I liked. When I walked in, I was greeted by a salesperson (don't remember his name) who told me about their "double back sale", which I was happy to hear because their sticker prices are ridiculously high. He told me he was about to leave but let another salesperson know I was walking around.

Jeff Aldridge was the next salesperson I interacted with. He gave me some more info and then left me alone while I walked around, sat on couches and mattresses, etc. I spent about 2 1/2 hours trying out furniture and walking around, and Jeff periodically checked in with me and answered all of my questions and gave me a lot of helpful info. He definitely knows his stuff about the products they carry. He even helped me pick out a good fabric for the sectional couch I picked out. He told me the couch would be delivered separately as a custom order and typically takes about 8 weeks from the manufacturer.

Once I felt like I'd found what I was looking for, he helped me run some numbers to get the best value. I was able to get a beautiful all wood bedroom set with frame, dresser, mirror, and nightstand, a top of the line Serta mattress, mattress protector, and 4 piece sectional couch with delivery for $4,400. Comparing prices with other stores, I found that to be a fair price for what I got.

Jeff helped me to get rung up with all of my items and we got a date set for the delivery of my bedroom set and mattress. It was close to closing time at the store and I was the last customer there, but everyone was very polite and helpful as I finished up.

That night, I looked online at reviews for Colder's and saw a lot of 1-star and low rated reviews, which made me nervous as to whether I'd made a good decision.

The day before the delivery, I got an automated reminder call of the delivery date and a timeframe of 930a-1230p when they would arrive, along with pictures of which 2 employees would deliver the furniture and their names. I thought that was a nice touch but they should get better pictures of the employees! The morning of, I got another automated call 15 minutes before they arrived with my furniture. I live close to work so I was able to run back to my apartment and arrived a minute or two before the delivery crew.

When they showed up, they were very polite and pleasant. The employees who came were Jason and Craig. They walked through the apartment to see where I wanted things set up and then got right to work. They were very efficient at moving the items into my apartment and did not scuff or hit anything at all, even though it's up a flight of stairs and a tight angle to get into the bedroom. They quickly set up the bed set and placed everything where I wanted, including the box spring and mattress. They were finished in less than 20 minutes, and then Jason let me check everything and sign off on the delivery paperwork. I asked about if he knew roughly how accurate the delivery estimate was for the couch, and he said lately, the manufacturer had been better about getting things done and shipped to them within the estimated timeframes.

I still am waiting on the couch which may change my review, but overall I am very pleased with Colder's from start to finish. As someone who works in the service industry, I think everyone from salespeople to delivery were very professional. I'm sure many of the people who have left negative reviews had valid complaints, but I was pleased with my experience and think it's a good place to...

I've been happy with my shopping experiences with this location. BUT, now we need service on an item under warranty. We bought this item 9 years ago and have a 10 year warranty through a 3rd party service. That service company needs a copy of our invoice/receipt in addition to our warranty card. Somewhere along the way we lost the invoice but we managed to retain the warranty cards. We sent them a claim form and our warranty card.

Upon requesting a copy of the invoice at the store where we originally purchased the item (Grafton) they were unable to find our phone numbers in the system (we've had these numbers since 2001). We asked if she was able to use another method to look us up and she said no, that we had to call the West Allis location. She was curt and unpleasant and unwilling to do her best to help.

I worked in customer service for over a decade. This is not good service. At least she could have facilitated that phone call from her desk, as I have done at similar jobs. Good service is keeping customers happy. We are not happy. We are currently on the phone with the West Allis location and they have had us on hold for at least 20 minutes and we're speaking to the second person now, who just offered to send us a claim form, which we informed him we already submitted. He is clearly not listening carefully and not documenting the call well, also things that I have done at previous jobs in customer service.

This better get resolved. It should be as easy as providing a phone number, name, warranty number, date of sale and serial number of the item, or other simple information. But their systems are very outdated, as we could see from a glance at the computer screen. And they're clearly not keeping good records of their sales, which is a basic thing for any place of business.

If you would like to be able to use the warranty you purchase from Colder's in the warranty period, beware of their failure to keep good records and their shoddy customer service.

The person on the phone from the West Allis location told us he found our invoice and spoke with someone at the Grafton store. He told us to go to the Grafton store. So we are here now. And the lady is making us wait so she can service another customer after she had already started to help us. This other customer could have been helped by the employee that was standing right next to us.

She is reluctant and she actually huffed while we requested help. She apparently could have taken care of us the first time we came because this time she...

I have never received worse customer service before in my life than I did on Tuesday with Roy the manager at the Grafton location. I called for a third time to get an update on the recliner that I was promised to be delivered in the first week of February (which is why I bought the recliner - to ensure a quick delivery even though I liked other ones but their delivery date was out 5-6 months).

That said after the first two failed attempts where I was told by the representative I spoke with on the phone that someone would get back to me on a new delivery date I decided the third time I called that I needed to speak with a manager. That is where Roy came in. Throughout the phone call Roy was consistently rude and very unprofessional as a manager. He mentioned multiple times that he can't do anything for me and that my new delivery date would be in April. All I was hearing was excuses and that other customers are waiting longer. I am so sick of hearing customer service people come up with excuses, when I'm asking for solutions. Now this obviously didn't sit well with me since I'm the one that had to reach out and call three times just to get this update. From there he said he's just going to cancel the order because I asked for a discount to which he said he could only do 10% which to me is laughable given I've spent over $10k at your store already over the past few years. After I said I think that is unacceptable given the circumstances he said multiple times to me that he has other important things to do then to talk to me. That is literally the biggest slap in the face I've ever received. You can not say that or act like that as a manager. He not just said it once but he said it at least 4 times to try and get me off the phone. After that I was just so distraught that I just said why don't we agree on 15% (even though I think that is way to low) given the recliner is two months late and I needed it in early February and was the only reason I bought that recliner as that was the quickest delivery recliner I somewhat liked. He then said he was going to give me 15% off to which he never provided a solution on how to do that as I paid cash. So still unsure how he's going to give me 15% off when...