I would really love to give Colleen's a better review, we've purchased numerous items from them over the years... but my last experience has been so frustrating I feel like maybe this is the only way to get the message across to them. Purchased a new power sectional from the Cheyenne/Rainbow location back in November of last year. I believe it was a display item from the Market. Initially we noticed that some led lights on it wouldn't turn off, so the salesperson insisted we delay delivery an extra week so it could be fixed. I also had them check the recliners to make sure they all worked, and they did. So we waited an extra week (so 10+ days total) and when it arrived, the led lights still wouldn't turn off... and one of the power recliners wouldn't work. I was pretty disappointed that I had waited that extra time for it still not to work, but I called the store and my sales rep arranged to have their technician come back to look at it. Several visits, he thought possibly the power adapter missing batteries might be the problem. He came back a few days later, but that didn't fix the issue. A week or so later, my dog jumped on that side of the sofa and the recliner kicked on and opened all the way. So I called the store and the technician, and the person at the store called me to arrange to have it picked up and for me to come back and pick something else out. I never asked to have it swapped out, and told her so. We had been looking for a sofa for months, so why would I want to return it for something else? I just wanted to get it fixed. I have made umteen number of calls, spoken to numerous people about the issue and no one has ever attempted to actually resolve the issue. In the beginning people would call me back, to tell me they were trying to get in touch with Colleen to offer me some resolution... but that has never happened. Over the months, every day or so when my toddler or dog walk across that seat, the recliner opens up all the way, we have to pull the sofa out, unplug and replug it in to get it to close. But the manual buttons still have never once worked. So about a month ago I called and left yet another message for Amber in their main office, stating that I was incredibly upset no one would get back to me to help me get it fixed, begging her to call me back... and surprise, surpise nope...I never got a call back. Finally today I did some research and located a phone number for the manufacturer and called them, they immediately offered to send out a part that will hopefully fix my issue. I dont understand why Colleen's didn't attempt this, or heck even just give me their contact information to call myself. It's such a shame. My sales rep Alaina was awesome, the staff has always been friendly... but they need to work on handling customer issues. I should never have had to make so many phone calls without ever getting any resolution. They could have easily just passed along the manufacturers information and suggested I contact them for warranty repair. I will probably still shop there on occasion, but will definitely have more reservations about what I purchase or recommending friends or clients to them.
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