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Steinhafels Furniture

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Reviews Steinhafels Furniture

Steinhafels Furniture Reviews (101)

We apologize for any inconvenience the wait for the special order chair is causingWe will set up the order with free delivery as customer requestsWhen chair arrives customer will be notified via email and then can set up her deliveryWe appreciate her business

Please let me know if you need anything else

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

Our customer should have received credit for the sofa and the Guardsman protection planWe have added $to his credit for his sofaThe total credit he now has is $We apologize for the error

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

Please let me know if you need anything else.

We apologize for any inconvenience the wait for the special order chair is causing. We will set up the order with free delivery as customer requests. When chair arrives customer will be notified via email and then can set up her delivery. We appreciate her business.

This customer can return the item to us for a refund, or use the credit toward a new item if he wishes. We are trying to honor his warranty, however we can't help it if he has moved the furniture out of our service area. We have have offered him a repair, but he would have to provide the...

transportation. The one year Manufacturer's warranty covers the parts and labor to repair, however they do not cover moving and transportation costs. These are the responsibility of the customer.

We informed this customer on 7/28/14 that she can reselect new furniture and get credit towards her new purchase for returning her original furniture. We have had a pending credit in our system since then waiting for her to reselect. We also advised her that the furniture must come back to us in...

good condition free of stains and pet hair. At the same time we advised her that if the furniture had to be cleaned when it came back to us that we reserve the right to bill her for cleaning fees. We still have this offer available to her. We cannot however issue a refund to her if she keeps the furniture.

Thank you for making arrangements to return the KLIK-KLAK sofa.  We have entered a credit pending the return of the item to our [redacted] store. The CRM # is [redacted]. Just  go to back loading area and let them know you are returning merchandise and give them the CRM #. . They will look up the pending credit and take back the piece. We are sorry for any inconvenience.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Review: I purchased a reclining leather power sofa on 9/8/12 after returning two terrible pieces of furniture after less then 6 months of having them. They did work with me on that and let me use in store credit to purchase something new. I was hesitant to even buy anything from them again because of the quality of the first couch that I bought, but we needed somewhere to sit and the in store credit was as good as they would do. Now a year and a half later the leather on my couch is cracking and the power recline buttons are not functioning all the time. Also one of the cushions seems like the springs are broken underneath. My wife and I purchased the guardsman protection plan for 5 years and I sent in the request to them to see what they could do. About a week and a half later they sent me a response saying that the guardsman program does not cover any of these items and that I would have to call the manufacturer. At first I had no issues with this because when I bought the couch I remembered the salesman telling me about the warranties that they offer for the couch. So I call not once but twice after the first person said they would call back and never did to talk to the customer service representative, who was actually a nice man, and found out that the warranties only cover the parts and none of the labor involved and that they have a sixty dollar charge for them to come out to see if it is even fixable. Upon hearing this I was a bit upset because the salesperson said the warranty would take care of everything. I asked to speak with upper management, but they were all busy and I was told I would get a call back and that never happened. At the time of writing this I have still not heard back from anyone regarding my problem.Desired Settlement: All I would like is for the couch to either be repaired or replaced if it cannot be fixed like I was told when I bought the piece at no charge. I just want them to be held accountable for things they say and do. I know they are trying to make money as everyone in this world is, but stretching the truth to make a sale is not the best way. I bought the couch knowing that I had this to fall back on and without him telling me this I may have reconsidered.

Business

Response:

We can't find any customer account with the information this customer has provided. If he has a receipt with an order number or can give us the exact name or phone number associated with his purchase, we would be glad to look further into his complaint. Thank You

Business

Response:

We can't find any customer account with the information this customer has provided. If he has a receipt with an order number or can give us the exact name or phone number associated with his purchase, we would be glad to look further into his complaint. Thank You

Consumer

Response:

Review: On 04/17/2011 I purchased bedroom furniture from the Store Sales Lead, [redacted] recommended I also purchase the 5 Year Protection Don't Use Don't Lose It package. Normally I do not purchase these types of offers but [redacted] said if I did not end up using it, I would get my $236.99 back. I just had to remember I had purchased it and then contact the store and I would receive my money back.

I called the store this week and was told this was an "in store" credit only and I had to purchase from the local store. I now live in Florida now and [redacted] never said "in store". I have all of my documents from the sale for all of the purchases we made, bedroom set, mattress, lounge, etc. We have been long time customers and I know I would not have purchased this if it were an "in store" only offer.

This is pure "bait and switch". I would like to see documentation from the store where I acknowledged this would be a "in store" credit vs. cash?Desired Settlement: I expect nothing less than a check to us for the $236.99 I spent on this 5 Year Protection offer. I am likely owed any interest as well, however the $236.99 is the minimum I will accept. Clearly games are being played and I will not allow this to happen to me when all I did was spend money with which I thought was a trust-worthy business. If they need documentation I am more than ready to provide to the Revdex.com or the State Attorney's office.

Business

Response:

We represent our Guardsman "Don't use, don't lose it" program as follows on our website and in our stores:If you do not require in-home service, or require any other services offered by your 5-year service plan on your furniture during the life of your plan, you will be issued a full store credit equal to the price of your service plan. This credit can be used towards a future purchase of any new furniture up to 90 days after your service plan expires, excludes accessories and rugs. http://www.steinhafels.com/service/guardsmanThis customer was issued a gift voucher in June of 2016 for an amount of $236.99. If this customer mails back the voucher, we will accommodate him with a refund. We do not seek to misrepresent this program.He can mail the voucher to;Steinhafels Corporate Office

Consumer

Response:

This review is based on my experience with ordering custom furniture. In February, I ordered three items, a couch, a love seat, and a chair. Each of which was a custom fabric. I was given a time frame of 8-10 weeks on the order, which, would have brought me to the end of April. By the end of April, I was delighted to see that two of the three pieces were no longer listed on the weekly arrival e-mail (the couch and the love seat). The chair had been extended for another two weeks into mid-May. The first extension was to May 14, the next to May 17, and now I'm looking at May 30 -- a full month after its original estimation.
I am generally patient and will continue to be because I'm not in a huge hurry to get the furniture, but it would seem to me that these updates are really just shots in the dark. Steinhafel's should give some sort of early notice that the arrival date has changed. Imagine if I had made arrangements to either rent or borrow someone's truck to pick the furniture up on the 17th only to learn that the chair wasn't in yet. Imagine my frustration if, on the 17th, I was told that I should have waited a few more days to get the next arrival notice that would alert me to the new arrival date of the 30th. It just doesn't make sense and can hardly be considered reliable.
Again, I'll be patient, but with just one more closing thought. Before purchasing the pieces, I did what anyone else would do -- Google for the best price. Steinhafel's wasn't the lowest price, but I didn't want to purchase anything sight unseen. Most of these online retailers have a delivery guarantee which begs to question: if these pieces are really custom built and not sourced, why can't Steinhafel's provide the same guarantee? Or minimally, better follow-up on progress? It's almost like they are sourcing the products for the highest profit margin.

Review: My wife went into the [redacted] store on 5/22/2015 and bought the Peacock Parade Sofa and Loveseat set. The store representative who sold to set to her was Andrea O[redacted].

We were told this would be coming in and be ready to ship in a week. We have an event in the first week of July and wanted to make sure it would be here before then. June 1st passed and we didn't hear anything so we called customer service. Jennifer received a representative that informed us that the couch was expected at the end of the month of June. When she told her that she thought it was coming in earlier and that we have an event the first week of July and that we needed it for she said "then the salesperson shouldn't have sold you the couch."

We get weekly e-mails that always push the delivery date back a week with no explanation. It's been a month and we were lied to in order to get a sale.

I sent an e-mail to customer service on 6/12/2015 explaining my situation and requesting a manager to call me, but I have not received any call.Desired Settlement: I would like the full set delivered immediately this week.

Business

Response:

We

apologize to our customer for the inconvenience of waiting for their order. Arrival

dates are based on the latest shipping information from the

manufacturer. Their delays are frustrating when they occur and they

happen for many reasons. We are in regular communication with the

manufacturers and work hard to expedite shipping. We will continue the

weekly emails to them until their sofa arrives. As soon as that happens

we will notify them. Our goal is for our customers to enjoy their new furniture as soon as

possible. We have already refunded their delivery charge for the delay.

Review: I bought a full size mattress and foundation in November 2015. In December I started noticing a dip in the middle of the mattress. I called and spoke to a Bill Wicks who said he would set up an appointment for a Steinhafels service technician to come out to make that assessment. That happened in March, and the technician found that there was a one and one-half inch dip in the middle, he recommended that it be replaced. I was contacted that I had 30 days to replace it with another Steinhafels mattress. Steinhafels makes only a one sided mattress and I asked the store manager Chad Wyman if I could apply the $781 store credit towards Steinhafels making a two sided mattress for me, ( because they do make their own mattresses), he said no. I told him that I don't find the quality and durability of Steinhafels mattresses to be worth the money and that I wanted my money back. Chad said that won't happen but I could use the $781 store credit on anything else in the store. I am a 66 year old woman that lives in a 2 bedroom apartment. I don't need any more furniture I need a good quality and endurable mattress that will probably last as long as I do. I do understand IF I had changed my mind about the mattress being too firm or being too soft and wanted to returned it then I would have to deal with any store stipulations and a sore credit, but I bought a mattress that proved to be inferior, constructed poorly and now Steinhafels wants me to pick a replacement but will NOT stand by that replacement when they said "this replacement is FINAL WITH NO RETURNS approved and paid for by Dreams under a warranty agreement. Seinhafels 120 nights sleep guarantee DOES NOT APPLY". What a win,win situation for Steinhafels. They make a poor quality mattress, do a marketing price mark up to sell it at half price, then give the consumer no warranty, and never are obligated to give the money back. This is not the kind of business that want customer satisfaction and repeat customers.Desired Settlement: To have my money invested in a good quality, well constructed mattress that will last more that 3 month, perhaps even 10 years, and Steinhafels has not, will not and can not provide that to me so I would want my money returned to me , not a store credit.

Business

Response:

We apologize if this customer feels we are not providing her with good options. Regarding her statement that there is no warranty on a replacement mattress, she is mistaken. She will have a warranty on any new mattress she chooses. She can also select any mattress by any manufacturer in our assortment and use her $781 credit towards the price. In addition, even though we normally don't offer a 120 night sleep guarantee on warranty replacements, we will make an exception for her and give it to her on the mattresses she selects. We again apologize if we have caused any inconvenience.

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.]

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

Regards,

Review: I contacted Steinhafel's Customer Service regarding a defective couch that I purchased in September 2013. They sent someone to look at the couch and he took pictures and asked questions. he also told me that I should hear back on a resolution in a few days. I had to call several times to finally get an answer (almost 2 weeks later). I was told that I would get a replacement couch (they no longer sold the same one that I purchased in 2013). I went to pick out a new couch ([redacted] store). We were told that the "fabric extended warranty" would not transfer to the new couch. The couch was still under Manufacturer's 1-year warranty. I was told I would get credit for the price difference of the new couch and the old but that I would lose the $96 for the fabric extended warranty.

I disagree with this as the couch was not even a year old yet.Desired Settlement: I expect to get my $96 credited. It is not my fault that the couch started to come apart and was found defective. It was less than the 1-year Manufacturer's Warranty.

Business

Response:

Our customer should have received credit for the sofa and the Guardsman protection plan. We have added $97.09 to his credit for his sofa. The total credit he now has is $956.94. We apologize for the error.

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.]

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

Review: I ordered a bed in the store on August 18.....and I have still not received it......we were told it would be in the next day and we made arrangements to pick it up 2 days later......no calls, no bed......

I am still waiting for my bed,.....no one really seems to care.

I don't know what else to do, I have contacted the salesman and store manager several times, to no avail.....although my salesman did ask me if I wanted to void the sale.......I need the bed for my son, who is now back in school....and cannot go mattress shopping with me, which is why we did this in mid - August . Please helpe me.Desired Settlement: I would like to have the bed delivered to my home, As promised. ......on a wed or Thursday

Business

Response:

We have contacted our store staff and they are working with this customer to resolve this issue.

Consumer

Response:

On Wed, 9 Sep at 8:54 PM , [redacted] wrote:I received a call from supervisor named Mike....on Tuesday, Sept 8, said he was working on the problem.....then he called at 8:30am on Wed, Sept 9---he said the bed was in and should be delivered tomorrow.....on Sept 10.......In the meantime, I also received an email from the original salesman telling me that they would be taking an additional $50 off my order, this was after he had told me that I would receive 10% off with free delivery.......if and when is all actually happens, I will let you know....Thank you for your help, [redacted]

Review: I purchased a dining table set from them on 11/15/13. A little over a month after having that table, the veneer started to crack and chip. We contacted Steinhafel's and they sent a technician to take photos of the damaged table. We received a call from them today stating that they will not replace the table for us because it is our fault that it is cracking/chipping. When they asked us how we clean the table, I told them I was using a wet washcloth to wipe the table down. They asked if I dried it afterwards and I said no, I let it air dry. They told us that the table needs to be dried immediately after coming in contact with liquid and since we did not do this, the manufacturer will not replace the table. I have NEVER had a kitchen table that if it gets wet at all (and I'm not talking saturation, I'm talking about being damp) it will be damaged. When we purchased the table, we were not warned by Steinhafel's that if we get the table wet, it needs to be immediately dried or this will happen. All I am asking Steinhafel's to do is replace the table top free of charge to us, but they will not do so. They said they will contact the manufacturer to find out if they will allow us to purchase just the table top for $200. I refuse to give Steinhafel's or [redacted] (the manufacturer of the table) another dime. I am so upset and disappointed by the product I am stuck with, and also the service I am receiving when I contacted them for assistance.Desired Settlement: I would like Steinhafel's to replace the table top free of charge to us.

Business

Response:

As a one time courtesy for this customer we are replacing her table top at no charge. We highly recommend she use place mats, or a table pad for regular dining at the table. This is an all wood product with a lacquer finish that is not impervious to water. All wood furniture no matter what room of the home its used in needs proper care and maintenance. Using water on the table will damage the finish and cause it to lift. The same result would occur for example on a wood end table or nightstand if it were cleaned with water and let to air dry. If any water or moisture gets on the table top, it needs to wiped off dry with a soft drying towel or cloth. For cleaning an all wood table we recommend furniture cleaning and polishing products according to instructions. We carry a line of Guardsman furniture care products in our stores.

Review: We purchased a sofa sectional (4 pieces), a sofa, and 2 chairs from Steinhafel's. We also purchased the Elite 5 year warranty from Guardsman at Steinhafel's.

1) We were delivered the wrong chairs. We ordered chairs with a print fabric and the chairs came with the same fabric as the sofas. They reimbursed us for the error. We were so unhappy with the quality of the sofas that we refused to have them send the correct chairs.

2) The furniture very quickly started pilling and fraying. We noticed it within the first week of having it and within a month it was terrible. It looked worn and dingy with pilling and fraying.

-Steinhafel's sent a service technician to take a look. He recorded (without our knowledge) that it was pet damage and use. I'm not sure how much damage could be done to a couch in a month by "using" it. They told me to call Guardsman and file a claim under the Protection Plan we purchased. Guardsman said it was a manufacturer issue. I call the manufacturer and they denied any issues with the fabric but that they couldn't replace it any because the fabric had been discontinued.

- According to the agreement signed with Guardsman pilling and fraying is not covered under warranty if it is "over time". I don't know what "over time" means but I wouldn't think the first month of owning the couches it would be considered pilling and fraying over time.

3) One year later. Our toddler broke a pen on the couch and as a result soiled all 4 cushions on the large sectional. I called Steinhafel's to get the information for Guardsman and I was informed by Steinhafel's customer service rep that all damage has to be reported in 5 days of the damage. I was not aware of this policy and it had happened 2 weeks before I called. They told me it would not be covered.

- Per the agreement, yes it says it won't be covered unless reported within 5 days BUT there's a catch. If you go to the last page of the document on the bottom right hand corner you'll find that there's an interesting statement. It says:

WI & UT RESIDENTS: Obligations of Guardsman under the Protection Plan are insured under a Service Contract

reimbursement insurance policy. The insurer assuming the obligations of Guardsman in the event of our insolvency or other financial difficulty is [redacted]. If Guardsman becomes bankrupt or insolvent or cannot pay a claim within sixty (60) days of your filing it, you are entitled to make a claim under the reimbursement policy directly to Old Republic by calling 1-866-427-3767.

WI & UT RESIDENTS: THIS WARRANTY IS SUBJECT TO LIMITED REGULATION BY THE STATE

INSURANCE COMMISSIONER OR DEPARTMENT.

WI RESIDENTS ONLY: Wisconsin residents are not required to report damage within five (5) business days as stated

above, however notice of loss should be made as soon as reasonably possible, and within one (1) year from the date of loss.

If you do some further investigating you will find a large number of complaints about customers, in Wisconsin, not reporting damage within 5 days and didn't get their furniture serviced. This is Appalling! I can't believe that they have an A+ rating with the Revdex.com.

4. A few months later I called Steinhafel's to have another service technician come out. They were reluctant because I was "outside the 1 year manufacturer warranty". Well, I wanted them to further investigate the flatness of the fabric because, by this point, the cushioned were deformed and didn't hold their shape, the seams started ripping and the zippers started breaking. I couldn't believe that this was acceptable.

- They sent the same service technician to our home to inspect the couches once again.

- This service guy said it was interesting that the fabric frayed and pilled like that. He also thought it was odd that the cushions seams and zippers broke. He said he was recommending at the very least a store credit but couldn't promise anything. We never heard back from Steinhafel's. I followed up with them by going into the store and a sales rep informed me that the notes said "pet damage, heavily stained (because of the ink), and misuse, not covered under warranty". The sales rep then says something very telling to me. She said "I sold my sister this set and she's still furious with me because her couch did the same thing, it looks terrible. I avoid that furniture with all of my clients."Desired Settlement: I would like a refund for the furniture that we purchased. I don't even care if I have to return it. It's terrible! It's the worst purchase we ever made and we just bought new living furniture because we were so embarrassed by this set. I even spoke to [redacted] who was condescending, less than amused, and unwilling to listen to my side of the story. Now, I found out they're lying to consumers about the protection plan they're selling. I wonder how many people have been hipped out of repairs on their furniture.

Also, they misrepresented the warranty when selling it.

We said, "It covers ANYTHING?"

They said, "Anything".

"Even pets, kids, guests, spills, etc?"

"Yes, Everything!"

I guess not!

Thank you for your time.

Business

Response:

To whom this may concern,

This customer took delivery of her furniture on 3/27/2011.

On 4/12/2011 she called us to report that the fabric was pilling with threads coming up. Our technician went to her home on 4/25/2011 and reported the reason the fabric was threading was because her 3 dogs were allowed on the furniture. Pilling is a normal characteristic of some fabrics and is not considered a defect. We advised the customer that the manufacturer's 1 year warranty on fabric does not cover pet damage.

On 10/28/2012 this customer contacted us again over concerns with the fabric. Please note that this was a year and a half after our original delivery of her furniture. There is a one year warranty on the furniture and fabric. Even though the fabric was out of warranty, we still sent our technician to inspect the furniture as a courtesy. Our tech reported the furniture to be soiled and stained, but did repair an open seam for the customer.

In December 2013, another year later, this customer is filing a complaint that she was misinformed on calling in a damage claim on her Guardsman 5 year protection plan. Guardsman's normal policy is that claims should be reported to them within 5 days of the actual occurrence. There are certain states including the State of Wisconsin where claims for protection plans can be called in within a reasonable amount of time up to one year. We apologize, if we misinformed her by telling her the claim should be reported within 5 days. We always encourage our customers to enter Guardsman claims as soon as possible as it makes it easier to address the claim. As a courtesy, will refund her the $406.99 plus tax she originally paid for the Guardsman plan.

We cannot however, refund her for the furniture because it has been in her home for 2 years and 9 months, is heavy stained and torn, and cannot be returned to the manufacturer. We sent another technician to her home on 12/16/2013 to confirm the current condition of the furniture. We will be issuing a refund check in the amount $406.99 plus applicable sales tax to settle this complaint.

Consumer

Response:

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Description: Furniture - Retail, Mattresses, Interior Decorators & Designers, Furniture - Outdoor, Furniture Stores (NAICS: 442110)

Address: 569 N Milwaukee Ave, Vernon Hills, Illinois, United States, 60061-1557

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