Vacuums R Us & Sewing Too - Arvada Store — Local services in Arvada

I just had an astounding experience with this store. I took my old bissell carpet cleaner in less than a year ago. It would cost a lot to fix so the guy at the time (not sure he works there anymore) sold me a refurbished one for $100. Thought that worked out. Fast forward to now. I took this "new-to-me" one in a couple days ago (Tuesday) because now this one is not working (only used it a handful of times) and the guy, Mike, told me he would check it out the next day and let me know the cost to fix it before fixing it. Next day, no call. I called the following day (Thursday) and whoever I spoke to then said nothing had been done and that they would check it out and call me. He called later that day and left a message saying it would cost $125 to fix (the part was only $30 - the rest was 2 hrs labor cost...cough). I decided I'd go in the next day and talk to them in person to see if I could just do a trade or something or ask if they buy back cleaners. Today, I get a call saying my cleaner was actually fixed. I told them that I didn't authorize the fix and that I had already bought a new cleaner elsewhere. The guy, Art, apologized and was very nice and after a civil phone conversation, since I no longer wanted the cleaner, I offered to just let them keep it and he said he'd exchange it for 2 bottles of cleaner. Good deal. About 3 hours after that call, I'm on my way to the store and Art calls back to say that they actually didn't fix it and I can take it as is. I say I'm only minutes away and I'll come in to talk to them. I get to the store, Art is on the phone so Mike goes and gets my cleaner from the back. He immediately starts taking it to the door outside. I say, "hold on a second I have some questions." Mike wouldn't stop moving towards the door as I tried to speak to him. I did NOT EXPECT anything from this, but I was hoping to find out if they did trades or bought old cleaners or if I had any options at all - especially since I bought this from them less than a year ago. I asked if they would trade me just one bottle of cleaner for my carpet cleaner instead or something. Mike was extremely rude, brushed me off and wouldn't even stop to have a conversation about it. Before I knew it, he pushed my old cleaner outside the door and said, "You can call the owner tomorrow" and began shutting the door on me. I said, "Oh, you're kicking me out of your store?" And he shut the door behind him. I called as I was leaving the store to explain that that was one of the rudest interactions I've ever had and he combated with, "I've never had anyone ask for free stuff." Okay, excuse me, Mike, but if you had one ounce of humility in your business and service and TALKED to me while I was in the store, you would know that I was NOT expecting anything for free. That claim is as absurd as the rude behavior I was handed. He said that I was "being too much" when I asked him why we couldn't have had a civil conversation about it. Before he hung up he said, "Go ahead and write reviews. Our customers love us." Hmmm...they love being treated like they did something wrong? Let me ask you Mike, what did I do wrong in this scenario to deserve this treatment? You didn't call me back when you said, you messed up by saying you fixed it and promising me a trade, then you said you didn't fix it, then you threw me out of your store without any conversation when I was simply going to see if there was anything your store does with trades or broken cleaners. I also find it curious that the labor you quoted (which I have on voicemail) was 2 hours to fix and between time that Art called saying they fixed it (and messed up since I didn't want it fixed, hence the trade promise) and the time I picked it up was about 3 hours. Did you guys reverse the fix so you didn't have to follow through on Art's promise? Super suspicious. Mike was honestly the rudest person I've ever done service with - kicking me out of the store when I was trying to talk to him?! I was so upset that I cried on my way home. Thanks...

Wow I read all these amazing reviews and I truly don’t get it. Art from Vacuums R Us had taken no accountability for the mis-communication between Bissell and them where they had failed to call me after 10 weeks. When I finally reached out almost 3 months after I was supposed to hear from someone, Art’s excuse was “ you read the paper you signed, you need to contact Bissell.” What a sad excuse for a manager. What a waste of my time. All I asked was for some sense of responsibility from Vacuums R Us and there was nothing but pointing fingers back at me and making it appear to be my fault. Thought my vacuum was the only thing that sucked, clearly it’s the customer service from this business.

**update since it won’t let me respond to the comment left by the owner. I first will recognize the response given by owner. However somethings that I would like to mention that really discredit this response. I left this review months ago. Plenty of others have left reviews more recently than myself and they have responded in a more timely manner. So thank you for your well thought out novel of a response but could have some sooner. Notice how he compares my review to others to make themselves look better. Guess what I don’t care how many 5 star review experiences everyone else had. I am expressing my dissatisfaction and you offer no additional contact from the owner to see how to better resolve. Art did not offer me an additional email to reach out otherwise you better believe I would have spoken to someone else. “Art bent the rules” he had no inclination in whatsoever that letting me keep the vacuum was going to be a problem. He did not say that goes against policy. So yeah, I would highly recommend you get that piece sorted out with him. Lastly, if you are the only place that services Bissell... yikes. Art has nothing but NEGATIVE comments about how much working with Bissell was a pain. They are so particular, and they never respond in a timely manner. Negative after negative after negative. So maybe we, meaning you, should rethink what companies we should fix vacuums for.

Thank you for taking the time to respond. Thank you for not being the bigger person as the owner and speaking to me and instead leaving a an air headed, inaccurate...

I ❤️ Vacuums R Us! First and foremost their genuine customer service is Supreme! It is a very rare thing these days. To deal with a business, who treats not only with respect. But that old business model, of treating you like We Know You! I bought my Sebo onyx from them. Which besides the ultimate warranty, which more bc of Sebo. They included lifetime use of their carpet cleaners. Which at the time, I didn't think I needed. Bc I own personally a Big Green carpet cleaner. Looks like & personally think are superior to Rug Dr's, but that build quality & abilities. Well fast forward, mine needed a simple part. & preferred someone else, like them to replace said part. Only caveat was I wished, someone told me cost. Which was 67 & change. I know service is money especially now. Just would have been nice to know. Im someone who handles a lot of actual cash transactions. Some bc of what I do business wise. & some bc btm line I know xyz is PAID. Period. Lol, maybe "old thinking" idc works for me. I thought maybe 30-45. So again, future forward. Just let folks know how much. Minus that 1 thing, my experience was as always perfection! I even was rather elated to see & deal with their YouTube guy! The fella, Aiden who sold Vacuum to me I like too. Just who you See representing their store, more than not is Josh. 🤷‍♂️🤓 so it was so Neat to see him. & very personable & funny! My Big Green Bissell works like when I bought it new 11 yrs ago! Just flawlessly! So thank you Vacs R Us!! Whether its buying the bags & specifically the ones I want. To purchase of Sebo. To now repairing my much loved, like my quality Vacuum - Big Green professional type carpet cleaner! Like buying genuinely quality built xyz products. So is their quality professional customer service. Many wish their experience was, versus is not these days! So much so am debating buying the Airbelt D4 onyx! Bc they're really...