Steinhafels Furniture

I came to the Oak Creek location on the 21st of February and ordered two pieces of furniture. The store had only been open 2 weeks. The original set that I wanted stated that it was a sleeper sofa. We were told that the sign was in error and it was not available as a sleeper. My fiance and I found another sofa and wanted the love seat from the first set we found. I was told the love seat was discontinued but they could still deliver one as it was the last one. The love seat was supposed to be in the local warehouse by the 21st of March. I've since received emails from Steinhafels stating that it was being pushed out further. Today I received yet another email and now the love seat is to be at the warehouse in May. I immediately called 2 minutes after it opened and asked to speak to the General Manager. I was told there was no manager available and was asked to leave my number so that he could return my call. After 2 hours and no return call, I went to the store and spoke to the manager, who not only didn't try to save the sale (except to offer to deliver the sofa as it was already available, which I already knew), but also kept coming up with excuses. This was not a special order. I did not change the fabric or color of the furniture. I ordered it exactly as it was on the sales floor. I returned the entire order. Bad customer service. I definitely do not recommend shopping here.

We contracted for design assistance from Steinhafels. We have received NO design assistance, just pictures of furniture we had already chosen. Also, from the web page:

• Decorator Telephone Interview (yes)

• In-Home Consultation (twice out to measure room).

• Shopping Assistance (No)

• Post-Delivery In-Home Meeting (No).

• Post-Delivery Telephone Assistance (No).

• Accessory Shopping & Placement Assistance-(none received or even suggested).

We received NO plan or budget. No recommended suppliers or accessories. The web page also states "Satisfaction guaranteed." We are NOT satisfied with the lack of decorating assistance we have received. We received a partial (very partial) refund, but the "designer" told us, at payment, that $140 of the cost would be put to furniture cost. It was not. Customer service didn't return calls or emails. We have not heard a word from Steinhafel's about our concerns.

Review: I ordered some furniture from Steinhafels at the end of August of this year. After ordering, the salesman informed me that some of the items were out of stock and would be delivered at a later date. About 3 weeks later the out of stock items came in and were scheduled to be delivered on 9/20 at 0800. The items were a bunk bed for my children and a kitchen table and an end table. I canceled all my plans for this date to ensure I was home for the delivery as getting the bed and the table was very important since I didn't have a table or a bed for my kids currently. First, I received a call from the delivery drivers that they accidentally delivered the items to my old address and they assured me they would deliver to my current address later in the day. About 6 hours later they called back and stated that some of the items were damaged and could not be delivered but would deliver what they could. Finally, at about 1600 they called again and stated that all my items were damaged and they weren't coming at all. When I voiced my displeasure about wasting a whole day waiting for a delivery that never came, they advised to call the store. I did call the store twice in attempt to speak to a supervisor. Both times no supervisor was available and I left a message for someone to call me back. After not hearing anything for a week, I called the corporate HQ twice to complain about the delivery issue and the lack of customer service I was receiving. The customer service agent I spoke to both times said they would have a supervisor contact me about resolving this issue. Again...I didn't hear back from anybody.

I spent $3000 on for furniture from this company and the lack of respect they have shown me is a slap in the face. I would lack some sort of resolution on this matter.Desired Settlement: Refund

Business

Response:

We apologize for this customers experience. We are refunding his $95 delivery fee for his inconvenience. Delivery was finalized for him on 9/25/15.

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: We bought a leather couch and loveseat on order# 0902208HZAM at the Steinhafels Kenosha store in 2012 from [redacted], the "Store Sales Lead". He offered the Guardsman protection plan to us with the assurance that if Guardsman could not repair any damage to the furniture, that it would be replaced. We reasoned that this protection was worthwhile and accepted it, and Guardsman sent us policy# 20946955.

We noticed damage to the back of the couch, and I called Guardsman on 4/7/16 to put in claim# 11456643. The customer service representative asked me where the damage was, and I said that it was on the back of the couch above a horizontal seam. I subsequently received an email from Guardsman saying that "seam separation" was not covered under our policy. I called Guardsman to clarify that the damage was not seam separation, as the seam is still intact, but above it. They said I would need to speak with a supervisor, and with none available, they would call me.

Hearing nothing more from Guardsman, I called Steinhafels customer service and spoke with [redacted] regarding the couch damage. She suggested sending her a picture of the damage, which we did showing the horizontal seam still sewn together and intact with the damage clearly above it. After several more emails and phone conversations, [redacted] said Steinhafels would send me a check for the initial premium for the Guardsman plan. I said I didn't want a refund but wanted a representative to come out and inspect the couch to get it repaired, and have the coverage continue on both the couch and loveseat until the agreed upon 2017. A few days later Steinhafels check# 61474 arrived in the mail for $216 which was approximately the original Guardsman premium plus sales tax.

We frequently shop at Steinhafels and are aware that they still carry the identical couch from the same manufacturer. Steinhafels is attempting to wash their hands of their responsibility regarding their supplying this repair contact by sending me a refund check. They are not showing “due diligence” by trying to resolve this damage issue with Guardsman, but instead attempting to simply terminate the contract and any future benefits we might have with it. We accepted the contract offer based on what their “Store Sales Lead " told us in 2012 as being knowledgeable. We want them to repair or replace the existing couch as we were promised, and the balance of the contract to be still in force for both pieces of furniture until 9/2/17 as agreed since we are still prone to additional damages.Desired Settlement: Repair or replacement

Business

Response:

We will be contacting the customer to set up a service technician to assess the situation. We want to see if this can be repaired for this customer. Thank You, Steinhafels

Review: I am filing a complaint against both Steinhafels furniture in Waukesha, Wisconsin and [redacted].

I purchased a [redacted] “5 Year Protection Plan” from Steinhafels on October 21, 2009. Now that I have tried to use the protection plan on two occasions, I am thinking this was simply an up-sale and way to squander more money from customers. This plan is a total waste of money and the claims process is extremely frustrating. Steinhafels is a quality company, shame on them for doing business with this company. I want my $318.99 back!Desired Settlement: This was a totally useless protection plan with no useful benefits. The employee of Steinhafels totally exaggerated the benefits of the service and I was never given the full details of the protection plan (only a flyer). I want my $318.99 back.

Business

Response:

This customer purchased her furniture in October 2009. She also purchased the 5 year [redacted] protection plan as she states. The [redacted] plan protects customers against accidental occurrences to their furniture. We researched the claims this customer made with [redacted] and found that they were denied for the following reasons. Her claim for the leather fading was denied because its not covered under their plan as a single accidental occurrence. Fabric and leather fading or loss of color is not covered under this plan. Her claim for punctures was denied because the she did not report it within the time frame required by [redacted]. Per [redacted] the customer stated on her claim form that the puncture occurred on Feb 15, but she did not contact them until July 29. [redacted] allows up to 14 days from the date of the occurrence to report claims. Regarding this customers statement that she never received the full details of the plan, [redacted] normally mails the complete plan to customers within 30 days of the day of their delivery. What is covered and the claim reporting procedure is detailed in the form that [redacted] mails out. The customer also states she only received a flyer the sales associate handed her. In the flyer we give to our customers it states what is covered under the plan. It also states that damage claims must be reported within 5 business days of the damage occurring. If need be, [redacted] will allow up to 14 days from the time customers notice damage. We will not be able to refund this customer for the protection plan. The plan is for 5 years and she has owned the furniture for 3 years and 9 mos. Attached you will find a sample of the [redacted] protection plan this customer purchased.

Review: I ordered a 5 piece bedroom set in the beginning of may 2016. They delivered 4 pieces in late May. They took back the fifth piece because it was damaged upon arrival. We were told we could call back and get this deliver3d once it was restocked. It has been restocked for weeks, but I have yet to get a hold of someone that can get this delivered. I am beyond fed up with this company.Desired Settlement: I would like this piece delivered asap. Ithanks has been over 7 weeks since we ordered the set. Additional store credit would also be nice for my dissatisfaction and time wasted with this issue.

Business

Response:

Our Kenosha store general manager will be contacting this customer. We had an order open for the piece he is referring to, but it was voided. We apologize for any lack of communication on our part and for any inconvenience this has caused for our customer. We do have the item in stock and our manager will work with this customer to re-instate his order.

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,

When we asked the salesman if we bought some furniture if the delivery truck would take our old furniture he replied "yes, they take piece for piece". We purchsed the $1700 of furniture and they also charged us $95 delivery 7 miles from the store. When the delivery truck arrived they wouldn't take our old furniture and threw it in a snow bank outside our house......

I had the best experience buying furniture and beds for my new home. Joe worked with me to get me everything I needed at a great price. One of my close friends was with me when I was initially shopping, she went back to purchase furniture and I even made second trip to buy more. I would recommend Steinhafels to anyone. Delivery was amazing! My parents live in the Upper Peninsula and want to come back to Madison to buy from them. Very impressed.

Review: I purchased a sofa and love seat on 4/23/13 and was told that if I bought the Guardsman warranty any damage would be covered for 5 years. Well 1 year into normal wear the fabric started to frey at the seams, the stuffing on the foot beds of the recliner started to compress so that you are resting your feet on wood. I contacted the Guardsman on 9/2/14 to get repaired and was told that they do not cover such repairs.Desired Settlement: I would like a refund $89.95 on the warranty fee as was falsely represented the Guardsman warranty.

Business

Response:

We apologize for this customer's experience. The plan that was mailed to the customer details the exact terms of coverage. We will however refund the moeny they paid for their protection plan. The refund will be applied to the credit card they used for their purchase.

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.

Earlier this month (March 6th) we shopped at your Kenosha location and purchased a mattress and a dining table with chairs. Delivery was scheduled for the mattress that following Sunday and the table wouldn't be in until the 15th. Our delivery time was set from 1030am-130pm. At 150pm there was no delivery, so I called the 866 number and was told a manager would call me back. An hour later, no call. So I called the store directly and spoke to an associate who said our delivery was never sent to the delivery warehouse and was not put on the truck. He said I should have received a phone call that morning to reschedule. I never received a phone call and I checked with my husband to make sure they didn't call him and there was no call. He got very defensive saying they never have these issues. So I honesty told him that Walmart has better delivery service. He said his manager will call back to talk to me. I called back the 866 number and set up another delivery date and explained my frustration with their inability to communicate properly and all this frustration would have been averted if they had properly checked their deliveries.
The only contact I had from any managers was through email, never a phone call until I filled out their survey three days later. At that point I was over it and done.
Now, I called the corporate number a few days ago to check on our table due to come in the 15th (yesterday). They said we will receive a phone call to set delivery on the 15th. As before, no phone call. Today, 16th, I call and find out our table never came in. It's now due to come in the 30th. I asked why I wasn't notified yesterday when I was supposed to, and again they acted suprised that I was not called. Needless to say I asked for a full refund on the table as I was not waiting another two weeks. I told her I was completely disappointed in how everything was handled, not just once but TWICE. They promote being customer friendly with easy delivery etc. None of it is true. Talking with other consumers in the area, they ALL had horrible experiences with them and always recommend Ashleys or Total Furniture. This store does not, under any circumstances deserve a A+ rating. That is nothing but a falsification. As I am finding out, they are losing their reputation and are handing customers to the competitors. I will never recommend or step foot in that store again.

This place has hands down the worst, sales staff won't acknowledge you are even alive if you aren't over the age of 50. All so called "special orders" are supposed to arrive in 6-8 weeks, yeah right!!! We were just told 10-17 weeks, maybe at best! There is a reason for the half down on all special order furniture, and it isn't because people won't pay, its because the company then has complete power. You can't cancel a purchase that is going to arrive in 17 weeks that you argreed on 6-8 weeks. I guess we will just sit on our floor for the extra 9 weeks. They refuse to try to expedite the order, just keep telling us it is going to be late, thats it. Insanity!!!

I am very satisfied with the glider for my patio. It fits well in the space & surrounding area.

Review: I purchased a living room set from this store 1 year ago. 3 weeks after I received it, the cushions started coming apart at the seams. This happened on several cushions even after they come to repair them twice. The third time, the technician ordered all new cushions. 3 months after I received the new cushions, they started coming apart at the seams. I called customer service and told them that I was unhappy with this living room set and either wanted a refund or a new living room set. They sent a technician to the house who took pictures and made a report sent to the manager. Several weeks later, after numerous calls to customer service, they called and told me that they would order new cushions. They stated that the couch and chair were "full of pet hair" and that they would not provide a new set or refund. A manager from the store called several days later and I explained how unhappy I was with this situation. I asked to see these pictures of the couch "full of pet hair" and she refused. Clearly, this living room set was of poor quality. The set was not "full of pet hair" and they were lying to avoid during the right thing which is to provide me with a refund or a new living room set. That was months ago and I have not heard from them since.Desired Settlement: I will not be shopping at this establishment any longer and no longer want a new living room set from them. I will probably be donating this set to [redacted]. At the very least, I want a refund on a living room set which was of such poor quality that it was falling apart after 3 weeks. I would appreciate an apology from them for accusing me of abusing this furniture (by letting a dog sit on the couch) instead of backing up the products they sell.

Business

Response:

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.

Review: Merchandise was ordered and we were informed that several pieces were not in stock until 4/28/16. We requested delivery on 5/8/16 after our sales associate [redacted] at Steinhafels Furniture at 8401 West Capitol Dr, Milwaukee, WI 53222 promised its availability in its entirety. This included Order #0402602HOUR, #0402602HORF and #0402602HOTD in a total amount of $2354.92. We were advised that someone would call on 5/6/16 to confirm the delivery appointment for 5/8/16. We received no such call on either numbers we provided. Concerned we reached out to Steinhafels Customer Care @ ###-###-#### to confirm our delivery on 5/8/16. We were informed that although several pieces of furniture were available for delivery, several others were not going to be available until late May. This is certainly not acceptable as timing is of the essence. We requested immediate delivery of the pieces that were available, but were informed that delivery would not be possible of these pieces until 5/10/16 however due to our work schedule, we scheduled delivery for 5/14/16. The remaining pieces are supposedly going to be available "sometime at the end of May". It is not acceptable to make promises of delivery and not keep them. Steinhafels expects payment for their furniture up front, but has failed to deliver on their promises and offers inconsistent and soft "we'll see what we can do" answers for their lack of ability to deliver.Desired Settlement: If we had known that Steinhafels was not going to follow through on their end of the deal, we would have taken our business elsewhere. We now do not have a proper place to sleep due to the failure on behalf of Steinhafels to deliver their product as promised. We are required to be out of our current residence by the end of May and not having our furniture significantly delays our ability to move. We paid for our product as requested up front and in full -- we held up our side of the deal. Steinhafels unfortunately has not been able to hold up their side of the deal and we were offered little to make it right and still don't know when our entire order will be delivered. We are asking that Steinhafels make good on their side of the deal and deliver our product in full as promised. In this business it is not acceptable to inhibit the customer based on their inability to deliver.

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 notify our customer when their order is received in our warehouse. They are important to us and we appreciate their business!. Our goal is for them to enjoy their new furniture as soon as possible. We have also given them a 10% price adjustment for the delay. this will be refunded to the credit card they used to make their purchase

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I still expect that all items will be shipped as promised.

Regards,

Review: On 6/9/15 I had been delivered a Mattress and a Power Base that I had purchased from Steinhafels. After there delivery guys set the bed up they realized that the bases did not operate correctly. The foot end of the bed would go up but would not return down. They told me that the sync cable must have been bad. I agreed to have them send me one in the mail instead of returning the item as to save them some work on a very hot day. About a week later I received the sync cable in the mail and I immediately plugged it in to find that it still did not work. After a couple hours on the phone with customer service I was instructed to call the company who builds the power base for a warranty claim. Why on earth do I have to call the company for an item that never worked from the get go? I called any way and got a run around from the company and that they didn't even have Steinhafels as one of there businesses that they sold to. They instructed me to call Steinhafels back and get there information so they could be put into there computer system. This I did not do. I didn't feel that I should have to be a customer care agent or myself. Now I just received a voicemail to call some other lady. Why is Steinhafels not fixing the problem. I work a full time job and am not around during business hours during the week. I don't have time to do there work for them. Its now 7/10/15 and I still can't use my power base. This might be the last time I ever buy something from Steinhafels.Desired Settlement: Plain and simple, Fix the problem or Return my purchase

Business

Response:

We apologize that calling the mfr did not work well to trouble shoot the problem with the adjustable base. We have left a message with this customer to call us back to schedule a Steinhafels technician to fix the issue.

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. I have yet to make a service appointment with the company but i'm sure we will come to a resolution with that part.

Regards,

My husband and I purchased a sofa from Steinhafels furniture ( 8401 W. capitol Dr.) on 3/12/16, and the sofa was delivered on 3/15/16 , however the sofa was too long and had to be taken back to Steinhafels. On March 21, 16 I spoke with a Customer service rep. and stated I would call back if I did find another sofa at a Steinhafels store, to get a refund. On March 22, 16 I called customer service and left a voice message asking for a return call back. A few minutes later I received a call back from a customer service rep. , and I informed her that I would Like a refund since I didn't see another sofa that I wanted to purchase. The customer rep. then said she had submitted the request for the refund, and I should receive credit to my credit/debit card in 3 to 5 business days. On 3/28/16 When I had not received credit to my account, I called and spoke with a customer service rep by the name of Crystal who said that my account should be credited by the end of the day. After 3 pm I called steinhalfels again to let them know that I had not received credit, and was told by another customer rep (Julie) , that my request for a refund had never been submitted, and I would have to wait another 3 to 5 business days to have my credit/debit card credited. This tells me that Steinhafels has a very unprofessional, incompetent and disorganized Customer service department. When we asked to speak with a supervisor regarding the matter we were put on hold for 8 minutes and the same customer rep came back on the line saying she spoke with the billing dept. and that are refund request was being processed and unfortunately we would just have wait another 3 to 5 business days for the account to be credited.

Worst experience ever. This should be an exciting time, waited 10 weeks for new furniture, delivery time finally here, but one problem. I need to move it up an hour. After spending an entire day on the phone, met with total indiffernece to customer service and satisfaction. They were completely unwilling to help in any way, at no point offered any type of solution or resolution. Even spoke with [redacted], thought that would help, only made things worse. He was speechless, tongue tied, seemed to have no people skills whatsoever, can't believe they would put him in front of a customer. However, now I know where his entire staff gets it from... the rudeness and lack of customer focus come from the top... they just don't care. All he could say was I CANT I CAN'T I CAN'T.... great mission statement. Tell us more about what you CANT do.

Review: We purchased two sofas from Steinhafel's in September, 2011. We specifically asked our salesman for sofas made in the USA and we also wanted good quality leather. Our salesman assured us that we should go with "bonded leather" sofas because it was much more durable than leather. We also bought the Guardsman protection policy plan for 5 years. Our salesman duped us into believing that anything that happened to the fabric would be covered under this policy. The protection plan was 10 percent of our bill and if we made no claims during the 5 year period, we would get a store credit for the price of the policy. After a two years, we started to notice fine cracks appearing throughout both sofas. All of those cracks now are peeling. We found out that bonded leather isn't even leather (it's as thin as tissue paper) Our so-called leather couches now have yellow blotches the size of baseballs as the result of continual peeling. The Customer Service Manager, Steve told me that there is nothing they can do since the couches are "too old". He said if this happened within a year from the purchase date, it would be covered, but this is just ordinary "wear and tear." We had a sofa set for 14 years which we purchased from Lazy Boy and I can tell you, I never had any issues with tearing. I keep my sofas covered and have not pets. This is not ordinary "wear and tear." When two sofas cost close to $2,000, we expected them to last a lot longer than a few years. Also, the couches were made in China, sold by [redacted]. However, on the [redacted] website, they advertise that they are "crafted in the USA." http://www.[redacted].com/UserPage.aspx?include=Warranty.inc We were lied to by their saleman.Desired Settlement: We would like to have these sofas replaced with material other than bonded leather or a refund.

Business

Response:

We apologize for this customers experience with his furniture. [redacted] furniture had a one year manufacturer warranty on the sofas this customer purchased. The furniture was delivered to this customer on Sept 11, 2011. There is no warranty left. The Guardsman protection plan protects the customer against single incident occurrences of accidental damage. This plan did not protect against an accumulation of wear and tear on the furniture. We will not be able to replace or give this customer any credit for this furniture.

Consumer

Response:

Review: Our family purchased a couch from steinhafels and the couch we purchased did not feel like the couch we sat on in the store. At the time of the sale the sales person told us that if we did not like the couch we could return it and get our money back. We decided to return the couch and found an alternative couch. The salesperson we talked to told us that we would have to return the couch and wait for a check to come for the balance owed and stated that we would have to buy the alternative couch separately while being with out the money paid for the first couch. I thought this to be ridiculous so I talked to the customer service person at the front desk. She made some calls and let us charge the new couch against the balance we were owed. This was struggle #1. Now for struggle #2. The refund check for the rest of the balance owed to us has not arrived yet despite the fact we were told 5-7 business days. I called today to see where the check was and was told It would be put in the mail next Tuesday when they send checks out. This will be 2 weeks before it touches the mail system plus how long it takes to get delivered. I paid cash and still so many issues with returning. The worst part about this is that I was warned not to go there by a friend. This only verified that this was not solitary incident. And I can only imagine how many others this happens to who are too busy to write the Revdex.com. Steinhafels get your act together. Fix Problems: 1. Train employees to know what they are talking about. 2. Checks being mailed out for item returns is flat out ridiculous. Cut a check on the spot. I paid cash and now have to wait till corporate finds the time to send these checks. 3. Have some sort of manager in store that has some power at all to handle issues and not use the excuse that it has to go through corporate for everything. 4. Get rid of it has to go through corporate excuse period, and handle it on the spot.

Please tell your sales people to explain the ridiculous manner in which returns will be handled. I am sure unless you change your return policy your staff will continue to omit this information due to how many sales and commissions they will lose. I for one will not be returning as well as anyone who hears this story or as many people as I can tell. The fact that you have a day that you send out checks for returns, tells me how you think of your customers.Desired Settlement: I would like a response of apology and my refund balance.

Business

Response:

We apologize for any delays on processing this customers refund check and any inconvenience that was caused. Her refund check of $783.27 is being processed and will be mailed to her on Thurs 12/3. The reason we do not give cash refunds in our stores is that we do not keep large amounts of cash in our stores. The majority of our customers use major credit cards or finance their purchases. For security purposes we only keep small amounts of cash on premises in our store locations. We again apologize for this inconvenience.

Review: We purchased a dresser with mirror in 2011. The dresser is non-operational the brackets on of the drawers fell off and all the large drawers do not function as the drawers do not close. We attempted to get it covered by the warranty which was rejected. So we called the store. The store suggested we pay to have their service person fix our dresser after explaining to them the issue. We followed their instruction and paid to have a repairman come out at the beginning of July 2015. The repairman came and was not able to fix the dresser because he didn't have the parts and told us it would take 30 days. We didn't get any updates so we called last week and the customer service person could not locate when the items to repair the drawers were ordered, so after a frustrating conversation I requested the manager call me, we never got a call. We called the store back this week, and this time we were told the pieces to repair the dresser were never ordered!

Overall, we are very disappointed with the product as it is useless and my daughter is unable to user her dresser that cost over $500! To top it off we have had very non responsive customer service with no follow up and failure to order the needed parts.Desired Settlement: What we want at this point is a comparable replacement for the dresser and mirror as we feel that we received a defective piece of furniture that has been useless and stressful for us and my 10 year old child who cannot put her clothes away in a non-functioning dresser.

Business

Response:

We apologize for the delay on getting the parts ordered. The proper repair parts are now ordered and we will notify this customer when they arrive. This customer has not paid us for any repairs or parts at this time, however because of the delay we will not be charging this customer for the parts or the repair. We would not be able to replace the furniture for them however since it is 4 years old.