Colder's Furniture, Appliances, and Mattresses — Local services in Delafield

Update: We are more then pleased that they took care of us. We received our chair and it is perfect!! Thank you so much for hearing us and resolving our issue. We will definitely be going back in the future.

Sometimes its more then the chair. We saved for many years,  celebrated our 40th wedding anniversary and decided it was time to purchase living room furniture. After shopping several different furniture stores, we found the style, quality and price at Colders in Delafield.  Our sales person,  Matt, was friendly and knowledgable. We ended up ordering couch and chair in leather and a recliner in an accent upholstery from England Manufacturer.  We upgraded the coils.  We also purchased lifetime delivery, anticipating future purchases, and the protection plan.  We were excited.  Anxiously waited for delivery day.  That day finally arrives,  the leather pieces were brought in and they are lovely, exactly where we expected.  The accent recliner is brought into our living room and the upholstery is upside down from the sample we saw at the store. We had brought the sample home to see what it would look like in our living room. England also had an option to build your chair online to see what it will look like in the fabric you choose.  Anyway, I contacted customer care right away.  They contracted the manufacturer and were told it was a non- directional fabric.  We were never told this at the store.  After a few emails and conversation with store manager we felt we were not being listened to and dismissed. The label on the sample and the picture on the website definitely showed it the same and in the direction we expected.  It is a material that has a pattern and a direction. Store manager said we should come in and talk to our sales representative.  We were told Colders would contact the England representative and the manufacturer to request the fabric was put on as represented on the samples and in their web portal build tool,  so trusting, we loved the fabric so much, ordered the chair a second time.  We walked away feeling listened to and confident our expectations would be met.  Again waiting for delivery day.  Truck comes,  chair is pulled out and the fabric is upside down again.  We are disappointed.  I call our sales person, Matt, and he is disappointed for us.  We were told we could order the chair in another fabric, we asked about just ordering it in leather and Matt was going to get back to us on the price difference.  We were then told the store manager,  John, did not agree with ordering another chair,  said there is nothing he could do.   I understand that this is also a error on the side of the manufacturer, but we did expect Colders to stand up for us and behind a product they sold us.  To take the side of the manufacturer for shoddy workmanship and blame us, the customer that placed the special order after clearly stating our expectations, and tell us we are wrong...

We love the leather pieces. They are exactly what we were looking for.  The recliner too is what we were looking for, its made well and very comfortable. It's just the way the fabric was applied.  It's more then a chair. We saved for years for this furniture.  Spent close to $3500.00 We went to 4 different stores and ended up picking the England style. We have contacted Colders regarding this issue and were told  "The manufacture has stated that the fabric was applied correctly. This pattern is a multi-directional fabric and is cut and applied accordingly. They have stated there is no way to upholster this piece differently as this is a non-matched pattern. There is no way to anticipate what could have been expected." Our concerns and disappointment have been dismissed. We used their website to look at the fabric on this style of chair.  We expected what the sample is. We trusted. Disappointed in Wisconsin, Dan and...

Update: we finally received the refund check. The three customer service reps all lied about it being mailed out weeks ago when it had been mailed out just the day prior to us leaving our initial review. Although we had a decent conversation with Wanda, the VP of customer solutions or something similar, we'd still give this whole experience a 1 star rating and will not recommend or use Colders in the future. Also, they replied to the first version of this review and didnt even get my name correct. 🫩

The customer service we have received after the acquisition has been a joke. We are extremely frustrated and feel like we are getting strung along and that our last option is to publicly put our story out there so we can get a resolution.

We were supposed to receive our couch after a 3 week wait sometime during the week of September 15. We received a call on September 15 telling us we wouldn't get the couch until September 30th. They said "we have it, we just cant deliver until then". We opted to cancel that same day since we didnt want to wait. We were told we'd have a refund within 7-10 business days. Fast forward to September 26, aka business day # 10, and still no refund so we call to check on the status. The customer service agent corrects us and says "the order was canceled on the 15th but not processed until the 16th so the check didnt go out til the 17th. So technically 10 business days is Tuesday, Sept 30 and since you paid by debit card it'll be a check". Um, rude. The fact the refund is coming back as a check is annoying, as our bank card is run as credit for other stores but apparently not for Colders.

So now we're here on October 1 still with no check. We call in and after a 20 min wait, Shelby says she'll have to speak to her manager, Amanda, and call back. She calls back and says her manager looked into it and the check wasn't actually mailed out until sometime last week. We ask her for a specific date it was mailed and she says she doesn't know. We ask if Accounts Payable could offer up what date the check was printed. She said no. We ask to speak to the manager. She said "why, she'll say the same thing". We ask for an email confirming all of this information. She said she'll send it once the call ends. We ask can you send it while we are still on the phone. She replies "no, I can't have you holding up the line".

Guess what? Over 30 minutes later and still no email. And who knows when we're going to see this refund check.

Absolute WORST. CUSTOMER. SERVICE. EVER....

Colder’s will lie to your face! Read the fine print. My sales person informed me after having to ask his manager that upon delivery I could expect a new gas line to include hook up and a 4 prong power cord as my stove is duel fuel and will require both to operate correctly. Colder’s Delivery service arrived on time and did in fact hook up and PLACE the stove. However they did not install the manufacturer recommended anti tip device. The manufacturer states this part is necessary for safe operation of my stove. I called Colder’s asking them if they could please come back and put this bracket in for me. The lady Ann must deal with this type of question quite often as she told me “we don’t do instillation you would need to call a professional installation service to do that, and would be happy to provide one for you”. I am not and will not be happy with this answer. Am I crazy to think that paying 100$ for delivery including screwing this bracket in the appropriate place. Ann was smug and accusing when she asked “ will there be any small children climbing it?”. Seriously Ann! If there was I don’t want them to die because Colder’s Delivery service is lazy. I asked for them to come and take it back so I could purchase this stove from a dealership that would install correctly she refused and offered me to read my delivery contract and to let me talk to my sales person. Wonderful the sales person who did not know anything about my appliances and just wanted his commission. I wish lake country had better options than shady Colder’s. They lie don’t believe a word they say. Have them point out in your contract on whatever they tell you. If words are coming out of your sales persons mouth it’s safe to say they are lying to your face.

Follow up. Colder’s told me over the phone that they would reimburse me my delivery fee as I felt that they did not complete the job. I was delighted to hear this. They did ask me to take my Google post down however I informed them that I would update not remove this post. I have been waiting on my refund paperwork for two weeks now and I have received nothing. So it would seem that they lied...