Steinhafels Furniture

This is honestly the worst customer service experience I have had in my life. There is only one number to call and that's the Waukesha "Corporate Office" and their reps/managers either lie to you or have no idea what they're talking about. First, we recently bought a house and I was attempting to order a very unique, industrial looking media console for our living room. It was out of stock for months and one morning I checked it they had 5 in stock. I placed the order online but my Chase debit card rejected for an address mismatch. I knew I updated my address on Chase.com so I attempted it again, same error. I then tried my old address, same error. I then called Steinhafels and they couldn't see the error on their end or find me in their system and they wouldn't allow me to order the $800 media console online. I called Chase and they verified my new address on file so I attempted to place the order one more time, same error. The rep at Chase then told me that the charges were hitting my account, all four or five times I tried to place the order for $835 a piece! I called Steinhafels and they said they couldn't see this happening and they couldn't find me in their system and there was nothing they could do. I had to go through Chase fraud protection because the 3 different reps and 1 manager I spoke to at Steinhafels were unable to do their job, and seemed to not care about that either. After 3 business days my money was returned to my account and we still wanted the piece so we successfully placed the order to have the piece delivered to the Vernon Hills store. We picked up the piece on a Saturday and were so excited to finally have out media console! We take it out of the box and are checking everything out and one of the shelves inside a cabinet which was screwed in was completely ripped off! I called Steinhafels right away and they said they would get us a new one and have it delivered in two weeks. We said fine whatever so we waited two weeks and I received a call with 20 mins left in their 4 hour delivery window and they said they won't be delivering the new piece because that one was damaged as well. I could do nothing but laugh at this point and they said they would call me tomorrow with the next step. They never called so I called them two days later and they said they could deliver another one and I had to setup a date. I was fed up at this point and asked if there was anything else they could do and they said they would refund 10% of the retail price. At that point I didn't want to hear the name "Steinhafels" for a while so I said just do that. I received an email saying the delivery was cancelled and a "request was completed" which I assumed was my refund that she said would be returned to the card we placed the order on. This was 9/1 and I saw no refund yet on 9/10 so I called them again and the male rep told me that these requests could take 10-14 business days and it has been processed. I said fine and checked for it again this morning, 9/18 and still nothing so I called again. The female rep put me on hold for 5 mins and came back and said nothing was ever done and they never processed the refund! She said it will be another 3-5 business days and I honestly laughed and hung up after saying thank you. It's not about the money but it's more about the principal of running an honest buiness with quality customer service. With this being said, Steinhafels is the WORST business I have ever dealt with from an overall customer service standpoint. The reps at the stores aren't as bad as their "corporate" customer service, but they really don't care about service at all. Steinhafels carries some unique cool looking furniture, and as long as it's not damaged when you get it home you're in good shape. If you have to deal with their service reps though, good luck! You'll have a better shopping experience buying lemonade from a stand setup by some kids in your neighborhood.

The customer service is absolutely horrendous. The worst part is they don’t even care when they lose a customer. Someone in management needs to raise their hand and admit they have an issue. They get blasted on social media and do nothing to address the issue. P.S. don’t waste your money on the Guardsman program if you do decide to shop here.

The sales people were very helpful but didn't hover, we love our end tables they are beautiful and just what we were looking for

Review: I purchased a mattress from Steinhafel's on January 7, 2012 with a 2-year, no interest/no payment plan. Based on my total amount due, I calculated and prepared autopayments to GECapital beginning on February 6, 2012 at a monthly amount that would pay off my purchase by the end of the plan term in February 2014. I was not satisfied with the mattress, so per Steinhafel's 120-night sleep guarantee, I requested return of my mattress and purchased another on February 10, 2012. At the time of my purchase, the salesperson indicated there was an additional down payment amount due (as the mattress was more expensive than my initial purchase), but all other terms of my previous purchase would apply. When preparing my receipt, the salesperson was unable to get the computer to accept the terms of the previous payment plan because their current offering was one-year no interest/no payment but stated it would be adjusted accordingly. I continued to make timely monthly autopayments presuming that my purchase would be paid for in February 2014. Upon checking what I thought was my final statement from GECapital, I discovered that I had a remaining balance of interest. Confused, I contacted GECapital on February 16, 2014 and was told that my payment plan expired February 2013, and I had been accruing interest since. They recommended that I contact Steinhafel's and ask them to correct the payment plan and reported my complaint to their "Back Office Team," (and I've had no inquiries since as to my complaint). I called Steinhafel's billing deparment, and was initially told they weren't able to help me because they were no longer under contract with GECapital. I then asked for a supervisor, and after subsequent phone calls, was told they would try to help me correct the error but couldn't contact GECapital without going through their former GE liaison. On Monday, March 3, 2014 [redacted] of Steinhafel's billing phoned me stating that "had I contacted them even up to 6 months ago," they could have done something to correct this, but because they no longer do business with GECapital, they can't. If they could have done the correction 6 months ago (at which time they were no longer partnered with GE), why can't it be done now?! As a consumer, I feel that I've been given the runaround by both parties, first by Steinhafel's as my loan was paid off by GECapital at contract termination and they have their due, and next by GECapital who is looking to collect almost $600 off of a billing error. I'm an honest consumer with an excellent credit rating and find this to be very underhanded business practice. It's very unsettling that Steinhafel's would take this stance with a long-time customer (I've made purchases from them since the 1980s), and equally disturbing that GECapital would allow such disregard for a responsible customer who's paid them in a timely manner.Desired Settlement: I would like Steinhafel's and GECapital to communicate to resolve the incorrectly entered payment plan so the interest I have incurred in error is removed from my account.

Business

Response:

Thank you for forwarding this customer complaint to

us. We have investigated her transaction

and have ascertained the following facts.

Her initial purchase (January 2012) with Steinhafels was

financed for 2 years.

Approximately 1 month later (February 2012) the customer

returned a mattress and re-selected a different mattress under our 120 night

sleep guarantee. The 120 night sleep

guarantee covers our customers comfort with their mattress, not their financing

options.

The financing plan available at the time of her reselction

was 12 months w/ minimum monthly payments.

Under her signature the sales slip clearly shows what the financing of

that purchase was.

The customer did not contact our customer service department

until February 2014. A full 2 years

after her initial purchase.

During a telephone conversation the customer fully admits

that she set-up an automatic payment with GE and did not look at her GE bills

during the ensuing 2 years. If she had read her statements, she would have seen her finance plan had changed.

Steinhafels business relationship with GE Capital ended

December 2012 and we have no recourse with them.

All financing companies must clearly show a customer

accrued interest and the dollar amount of purchases which fall under defered

financing programs. If the customer had

reviewed her bill, she could have escalated her payments to avoid accrued

interest charges.

Review: A bonded leather sofa was purchased in July of 2011. In about two years after the purchase, the surface at head height started to peel. It got progressively worse as time went on. I went into the store on [redacted] with pictures to see if anything could be done about the sofa. The person behind the counter scanned the pictures and sent them to the service department. So I waited to be contacted about a repair. Long story short, I had to go to the store three more times before someone finally told me it was out of warranty at one year and it would cost more to fix it than to buy a new sofa. This sofa was $600.00 and it was expected to last longer than two years. Also, by the fourth visit, I was told that I didn't have to come into the store anymore. It looked so terrible, I couldn't have it in my home . I donated it to some college students that needed a sofa. That was January of this year.Desired Settlement: I would have taken another sofa in exchange. Even if it would have been a clearance item. They didn't offer anything. I have since purchased another sofa.

Business

Response:

This customer took delivery of her sofa on Feb 14, 2011. On Nov 11, 2013 she brought in pictures of the sofa showing severe peeling on her sofa. The sofa was one year out of warranty since the manufacturer offers a one year warranty on the item. We could not offer a repair since the condition of the item was beyond our repair capabilities. We advised the customer to seek another opinion at a leather restoration center. We apologize if our communication back to this customer was lacking in any way, however there is nothing we can do for this customer since the item was a year out of warranty when she informed us of the issue, and beyond our capability to repair.

Review: My husband and I purchased a low chair recliner on March 17, 2014 and was told that we would be able to pick the item up on Thursday, March 20, 2014. My husband picked up the chair that night and put it together. He put it together without instructions because they were not included nor in the box. The chair consisted of two pieces and when connected he placed it on our hardwood floor and attempted to recline it and my husband notice immediately that the mechanism did not work and did not recline. He then put the chair on its back to figure out what was going on. He then realized that the mechanism to open the recliner was exposed below the bottom of the chair. This mechanism has two hard metal points that are below the chair's surface which upon trying the chair and adjusting the chair to a position scratched our hardwood floor which was just refinished during our remodel. Some scratches are superficial and some are fairly deep. These scratches will require refinishing again.

Realizing this wasn't right and seeing our floor, my husband called Steinhafels the next day and they set him up with a service appt. for April 1st. Which was quite a long wait. [redacted] came on April 1st, looking over the chair and he realized that the chair was missing legs. I explained to [redacted] that there were no legs or instructions in the box. He then checked everywhere in the chair to see if the legs were in the chair somewhere and they were not. He then asked if I had the box and I said yes...and I asked if he wanted to see it. He said no. I told him as soon as my husband put the chair together and the chair did not work properly, I went into the box to make sure that there was not any pieces missing or any instructions. The box was empty when I searched it out. [redacted] then said that he would try to get legs for the chair that day. He went back to Steinhafels and brought back 4 legs for the chair with in the hour. He measured the scratches on our hardwood floor and took pictures. [redacted] was a very nice man and help us out very quickly with getting the pieces (legs) that were not in the box.

On April 5, 2014 we received a phone call from customer service about the floor. The customer service rep. stated that the scratches on the floor was the customer's responsibility and the chair should have not been on the floor without the legs. My husband stated, that there were no legs and because the 2 pieces were in there he put it together and assumed it would work. The rep. again said it was the customer's responsibility. Although, the scratches on the floor can be repaired they will require a lot of work. When the chair was put together my husband did not realize that it was low because it was a low chair to begin with and did not realize that more parts were needed because they were not included nor were instructions. There is also no easily visible attachment sites for the legs. If the product was packaged correctly with instructions, legs, etc. the damage would not have or would have been less likely to happen. During the short time it was being set up, it was realized quickly that something was not right but by then the damage did occur. Although, the damage did occur I think Steinhafels could have made an effort to bear some responsibility or even an apology. Neither one was addressed. We have bought numerous of items from Streinhafels within the last 10 years and we never had any issues. We were very happy with everything up until this point, but now we are a little disappointed.Desired Settlement: My husband and I would like Steinhafels to repair the scratches on our newly refinished hardwood floor or give some financial assistance and an apology for what had happened.

Business

Response:

Thank you for submitting this complaint. We interviewed our customer service representative who made the follow up call to this customer on April 5th. She has assured us she apologized to Mr. when she spoke to him about the chair and the wood floor damage. In addition, we have looked at the chair as it would appear without legs vs. with legs. See attached pictures. We apologize that the legs were missing from the box the customer received at our warehouse. In assembling the chair we feel it would be hard not to notice that the chair looks incomplete without legs. First , it sits uncomfortably low without legs. Second, when trying to recline in the chair without legs, its very difficult to push back on the arms, and the chair tips back because the footrest hits the floor. The customer would have had to force the chair open to get it to recline without the legs. This naturally would have damaged the floor. There are 4 obvious holes on the four corners of this chair for legs to screw into.

We take responsibility for the legs not being in the box however and again we apologize. As a courtesy, we will send a wood repair technician to repair the scratches and gouges in the floor to the best of our ability. We will not pay for the entire floor to be refinished. We will only repair the affected area, again to the best of our ability. It may not be perfect when we are done. We will contact the customer for an appointment.

Consumer

Response:

Thank you Steinhafels, We did receive a phone call and [redacted] did help us with the flooring. It is not perfect but, that was not really what we expected or needed. We just thought some sort of assistance was necessary. The truth is we shop a lot at your store and have mattresses, tables, and living room sets from you and we love them all; even the chair that was delivered and needed further modification. It is looking really good now completed in our refurbished and refurnished(with Steinhafels furniture)bedroom. We do appreciate the extra assistance even though we may have had to ask twice and will look forward to returning to Steinhafels again. However, we do appreciate the photos posted by you; I also posted some of my own and wanted to clarify why we were frustrated. 1st the leg insertion point that you posted included a grommet clearly visible. The one I posted did not include that stapled grommet. The black fabric was covering those insertion points. [redacted] had to point them out and the fabric was then broken through or pulled back to insert the legs which we didn't have. It was like the last stage of assembly was not completed. When I put the two pieces together again I looked saw nothing left and no instruct; so I did put it down and did try to work it. I didn't remember that the legs were included because they weren't included, visible insertions weren't able to see, no instruct, and sometimes when my wife buys things I don't look it them closely because she's buying them and I want to be doing something other than shopping. Anyway I did move it into position and I thought I was ready to rock and roll. Thirty seconds or less later. Not good. That metal piece is hard and hangs down only a quarter to a half inch below the bottom (posted picture) and the floor took a beating (posted picture). I just got finished 1-1.5 week sanding, staining, sealing. I know you said significant effort was necessary to create the damage but it happened really quick and with regular effort, and I realized quickly this was not right or good. But things are now completed and as a business owner I know sometimes complaints are not fun nor good and sometimes may be over the top far fetched but I think we did need assistance and when given it is and was appreciated. Thank you long time Steinhafels customer. Sincerely [redacted]

Review: We purchased a new Bernhardt sofa from steinhafels in November 2014 and have been trying to resolve issues seen with the sofa since we purchased it. We purchased the extended warranty offers and were told this was a quality piece that would withstand daily use, even with children. Issues were immediately seems with feather loss in the cushions, which steinhafels did replace several months later. The polyester fabric has begun to pill and fray diminishing its appearance. The back cushions are misshapen and look nothing like what they originally did. Our cores which were replaced in June of 2015, are completely compressed and wore out and seem to be of lesser quality than the original cushions. The couch still continues to lose feathers. When sitting in the couch, it is hard to get out of as you seem to sink in making me question the springs and whether they will last for several years. We were told to definitely spend the extra money on an expensive couch to receive a quality product.

Steinhafels response is that everything appears as normal. Polyester fabrics fray and pill. Use a fabric shaved. The cushion inserts can be replaced for an additional $80 each. Bernhard offers a 3 year warranty on cushion cores according to their website. The amount of compression of the cushions is comparable to the 6 year old couch we replaced and seems excessive for only being 7 months old. I can send a picture of the couch.I have contacted customer service at least 4 times asking to speak with a manager or someone authorized to do a return but no one will call me back. I feel like we are at a standstill and our concerns are.not being addressed.Desired Settlement: I would like the amount I paid for the couch to be refunded along with the money I paid for the extended warranty plan as we have been patiently dealing with issues with hopscotch since day 1. We stuck with steinhafels and did not return it as we were assured that any issues would be handled to customers satisfaction.

Business

Response:

This customer is concerned that the seat and back cushions don't give her enough support. We have replaced her cushion cores once already and she says they are soft. Customer is also concerned with overall wear of fabric and the look of the cushion. On 12/2/15 our technician inspected the springs and frame and nothing is broken. The cushion cores are soft but he explained that its made with foam cores with down feather blend wrapping on the top. These are plush soft cores. Our tech found nothing defective with this sofa. Its up to factory standards and is behaving the way it normally would with this type of cushion core.Customer has had her sofa for over a year and we will not be able to let her return it. Customer had a 30 day happiness guarantee where she could have returned it if she was not happy with the comfort. This customer has also been offered an option to order different cushion cores that would be firmer for a cost of 80.00 each for spring down or 40.00 each for spring fiber plus shipping. We would be happy to order her different cores if she is not happy with the ones she has.

Consumer

Response:

Review: I purchased a Sophia Sofa and Loveseat set and took delivery of these items on April 27th, 2013. Upon purchasing these items my husband and I were directed to the version of this sofa that was on the showroom floor, and cut into pieces. We were sold on the durability of this product after being shown the insides of the couch, and were promised an excellent warranty. We were told that the sofa came with a 1 year warranty on fabric and leather, a 2 year warranty on the cushions and a 5 year warranty on the springs and frame. Since this piece was at the very top of our budget, and the salesman guaranteed this was an item that would last - we moved forward with the purchase. We noticed that he automatically added Guardsman coverage into the final price, but he assured us not to worry because we had such an excellent warranty on one of their most popular items, and therefore in a few years we would receive our Guardsman money back. We agreed to move forward, and thought we were getting an excellent warranty that Steinhafels would stand behind. Unfortunately however, this is not the case. Our couch has been creaking whenever someone sits on the middle cushion and I am concerned that the frame is defective. That being said, I reached out to Steinhafels regarding the 5 year frame warranty that sold us on our couch. The warranty that we were told covered everything. I was told to use Guardsman, however I reminded them that I was told I have a 5 year frame warranty. Why must I go through Guardsman when I have a 5 year frame warranty through Steinhafels?

I attempted to explain this to a Customer Service Representative who advised that their warranty only covers parts. This is not what we were told. What we were told is that everything is covered. It's a warranty, with no charge to us. Today however, I am told that I must pay for a service call, and I must pay for labor. I asked, "on a warranty?". I had questions regarding what happens if this couch could not be repaired, which was met with "let me get you to someone else." I then attempted to ask that individual the same question, and was not given clear answers by either of these individuals. Everything was "go to Guardsman". I don't understand why I was presented a warranty during the sale that apparently is not really a warranty after all. I am simply asking that Steinhafels stand behind what they sold me. They sold me a couch that they stated had a 5 year warranty on the frame, without Guardsman. Guardsman was additional coverage that was to cover beyond this. I absolutely do not feel that should need to pay over $100 to have someone come out and tell me whether or not they can fix this issue, and what those additional charges may be.Desired Settlement: I was sold a full 5 year warranty on the frame and never advised that labor charges and service charge calls were additional. I was never told that this warranty would not be honored and that I would need to use Guardsman for something Steinhafels promised to cover in the sale process.

I would like someone to come out and look at this sofa and provide necessary repairs without cost to me. This is the warranty that I was sold and this is why I ultimately purchased this product.

Business

Response:

We called this customer on 11/21/ 14 and have her scheduled for Nov. 26 with a Steinhafels service technician. There will be no charges to her on the repairs. We are taking care of her. We apologize for the inconvenience.

Review: On September 22, 2012 I ordered a custom leather sofa from Steinhafels on the beltline in Madison. It was stated at that time that there may be minor color variations by my salesman [redacted].The sofa was delivered in January of 2013. I felt that the color difference was too extreme. A tech was sent out and he agreed with me that the sofa was a "mahogany" and was not the "hazelnut" I ordered. A new sofa was ordered, which I was fine with waiting for.In July of 2013 my new sofa arrived and was identical in color to the 1st one. It was taken back to the warehouse. [redacted], my salesman, offered me a full refund, an in-store credit or to reorder a new sofa. I chose the refund. He said he would be back with me regarding pick up time and refund information.In August I called him to find out when I could expect the sofa to be picked up. He said it was being reviewed by upper management and he would be back in touch with me. There was never any mention that I would have to keep the sofa.On October 23rd (or thereabout) I left a message with [redacted] to find out what is going on. No response. I called again on October 28th and he said it had been determined that the color was correct and I needed to speak with customer service if I had a complaint. I immediately followed up with them.[redacted] from C.S. told me that I had already been issued a refund as in-store credit according to her records. I corrected that error and she said she'd speak with Madison Management and get back with me.I called C.S. again this morning to find out what is going on and [redacted] informed me that I had to keep the sofa and had been told so in July. This is untrue. She asked why it took me so long to follow up and I told her that [redacted] had said he'd get back with me. She said she'd contact Madison Management and get back with me.I feel extremely frustrated with the poor communication and do not feel confident that I am being delt with fairly. I paid in full and have done nothing wrong nor have I been difficult.Desired Settlement: I want a full refund. I do not feel a restocking fee of 33% as stated by [redacted], is fair.There are clearly issues with their floor sample I ordered from. I do not feel that is my problem. This color may be the one the factory sends, but it is NOT the one advertised on the floor sample I ordered from.The sofa delivered is unacceptably red-brown when I feel the color I ordered "hazelnut" is more of a brown-tan. Obviously the visiting tech agreed with me, hence the reorder back in January.

Business

Response:

We are contacting this customer to arrange for pickup of her sofa. We will then refund her for what she orig paid.

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: Where do I start. My wife opened a credit card with this company and we bought our son his first new bed and when we received the order my wife and myself was not home but her mother was but she could not walk and the drivers scratched the dresser in a couple places and also scratched the walls in our hall way. We called and they replaced the dresser. No big deal but when we bought our bedroom set a month later it took almost 2 months to get it and when they did they took our la king mattress which has metal eye holes where the handles are and scratched our hard wood floor. Yes our hard wood floor is not in mint condition but there was not a deep scratch going from our bedroom down the hall way. They dragged it on our floor and then they got it out our patio door and then dragged in on our concrete driveway putting about a 30-40ft scratch down our driveway. The day before we took my wife mother to the hospital and she took off of work because she was concerned and was really not functioning that day and she wanted to go to the hospital and it was taking the drivers forever to put the bedroom set together and after a couple hours they completed the set and my wife signed the paper work stating that they did deliver the product but she did not think about checking everything to make sure there was nothing damaged to our house or to the bedroom set. The drivers did say that they did not do nearly enough damage than what our kids have done? My wife tipped them $20.00 and they left and soon after she did she did not even look at anything or even lay on the new bed. I got home and noticed right away our wood floor was damaged. I called right away and told them about it and then I was looking around our bedroom set and noticed that one of the dressers was broken. Someone was supposed to call us the next day and they did not, so my wife called the Corporate office and then talked to John the district distribution guy and he said that their drivers did not do any damage to our house because of my wife signing the waiver form when she was not 100% functioning on what was going on because all she could think about was her mother. He was saying that if she would have read the paperwork that was on a phone that she was supposed to sign and also check for any damage then none of this would have happened. He stated that the drivers did not do the damaged and that was from the drivers personally. I took pictures of the damaged floor and in order to repair the hallway floor we would need to do the whole hallway and the living room because it is connected. Yes I yelled and said some stuff but I was mad at how he was handling this and stating that it was again my wifes fault.Desired Settlement: I told him I wanted $200.00 off so I can repair the damaged floor and the $20.00 that my wife gave the drivers for a tip and also to replace the broken dresser on our time not when they have availability.

Business

Response:

We are processing a $200 refund for this customer and the Exchange of their door chest is being done on Friday, April 22.

Review: I purchased a mattress from Steinhafel's back in May 2012. In October 2013 my mattress was replaced due to being defective (too much sag in the middle of the mattress). I contacted them again regarding the "replacement" mattress and the Service person came out and told me that even though the matterress sinks in the middle, it does not meet the specification for a replacement or credit. I was told to "stop sleeping in the middle" of the bed and I won't have a problem.Desired Settlement: I want a refund so that I can buy a mattress from a company that will stand behind its products. This is the second time in less than 3 years. Mattresses should last more than 2 years.

Business

Response:

The [redacted] manufacturer's warranty states that a body impression in the surface of the mattress has to exceed 1 1/2". This customer's mattress measured under 1 1/2" for the depth of the impression. Steinhafels stands behind the manufacturer's warranty and can only have [redacted] approve the return if its within their guidelines. We will contact the customer and offer him another inspection to measure again. Our first inspection for this issue was on 2/21/15.

Review: I purchased a mattress for my son. He isn't expected home until July 7th and we were doing some work on the room he was going to use so we had the mattress put in our attic to keep it out of the way. The mattress has been sitting in the same spot in the attic since it was delivered. It is still wrapped in the delivery paper. We noticed it was started to sag at the bottom because it has been leaning on it's side. So we went to flip in over and noticed that the plastic had a whole in it. When we peaked into the whole, we seen the mattress was also torn. This part of the mattress was the part of the mattress that was on the ground so there was no way for us to see it.

We immediately contacted the store and was told " too bad". The mattress has never been moved, bumped, used, altered in any way. It is still in the same exact spot that the delivery men set it in. It is still wrapped in the delivery plastic.

This tear was clearly done when it was delivered. Looks like it was slid and caught on something when it was being slid off the truck or into the house.Desired Settlement: I would like them to make good on their product and their delivery service and exchange our brand new mattress with the same exact product.

Business

Response:

We will be contacting this customer and offering to exchange the mattress.

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: My fiance and I, both medical doctors, visited Steinhafel's at the listed address to purchase a mattress and possibly a bed frame. The salesman, [redacted]., assisted us with our purchase. He showed us around for 30-60 minutes before my fiance and I decided to purchase an expensive mattress and bed. As we were preparing to, and actually paying, the salesman was disorganized and excusing himself on at least 3-4 occasions for unknown reasons. Finally, my fiance and I paid for both products and left. The bed we purchased was a "special order" bed. At no time did the salesman inform us we could not cancel the order after walking out the door.

4-5 days later I called Steinhafels and spoke with a customer service representative. I don't remember her name, but she quickly addressed my wish to cancel the order for the bed. The cancellation was approved by her. A week later I didn't see the refunded amount so I called back, and at that time was informed by another representative my order could not be canceled. She also mentioned there was "no record" of my call. I was extremely frustrated because I was never told my order could not be canceled, and that a record of my previous call "didn't exist." Steinhafels will argue "the policy is written on the receipt." I would argue it's the salesman's responsibility to disclose that information -- it isn't reasonable to expect a customer to read the bottom of a ridiculously long receipt ahead of actually signing it..

I hung up the phone and called back numerous times asking to speak with a supervisor. In the mean time, I accessed my mobile phone records and found the call I made to Steinhafels shortly after the purchase. When I called back with this information, I was directed to a "manager" ([redacted]) who told me she would check if the order could be canceled (even though I had already been told that was not possible). At that time, she said it would have been possible to cancel the order if a call had been "received" a few days after the order as the manufacturer would not have started constructing the bed. She called back a few days later and said the order could not be canceled.

I am complaining for 2 reasons.

1. The salesman who was supposed to inform me of this cancellation policy never did. He also lied to a service representative and claimed he did, in fact, inform both my fiance and me he did inform us of the policy.

2. Despite a record of my call, Steinhafels never requested to see the record or acknowledge my call. There was no attempt to make contact with the representative I spoke to despite numerous requests on my part.Desired Settlement: Steinhafels should acknowledge my initial call and apologize for the massive inconvenience.

A full refund should be applied (the 33% restocking fee should be waived)

Business

Response:

We apologize for the experience our customer is having with this purchase. While its true that special order purchases are subject to a 34% restocking charge if cancelled by a customer, we will not charge this customer a restocking see if they reselect other merchandise. We have cancelled their order per their request and have added notes that no restocking charge will be assessed as long as there is a reselection of other merchandise.

Review: We purchased a mattress on 03/04/2011 for $1098.. It is still under warranty.It is a pillow top mattress.The problem we have with the mattress is on each side that we sleep on it is sinking in leaving what is like a hill in the middle.I initially contacted Sealy about the issue. They told me I had to deal with Steinhafels.They also told me a few things that we were never told by Steinhafels when we purchased it which could have avoided this whole situation.They said we should have started off sleeping closer to the center of the mattress after we got it and also to turn the mattress periodically .It can be turned from one end to the other.The mattress can not be flipped as it's a pillow top mattress.We were never told any of this by Steinhafels.We understand that if the mattress has any stains they will not take it back.The point is fi they would have given us the information when we purchased it that Sealy did we would have never had the problem ,stain or no stain to begin with.Desired Settlement: We would prefer our purchase price back or to select a different mattress.

Business

Response:

We always deliver every mattress set with the manufacturer's care instructions and warranty information. Part of the care information is the instructions on how to rotate the mattress. Regarding two people sleeping closer to each other to avoid developing a ridge down the middle, there is no such instruction. Sealy's warranty states that soiled mattresses are not covered under their warranty. In the interest of good business however we will honor this customer's claim. They will receive an email with instructions within the next two days.

Consumer

Response:

Review: I have been dealing with Steinhafels for 10 months now in purchasing a new couch. I have been met with customer service problems, product problems and delivery problems. I have had several promises on delivery and service dates that were not kept. The first couch was an inferior product. Within a week of delivery (delivery was 2 months after promised date)the cushions were sagging and the fill/foam was pulling apart from the fabric. We bought a second couch that was about $600 more expensive than the first one. It was their only other couch that had the features we requested. This second couch was inferior as well. Suppposedly it was inspected. There were threads showing and seams pulled apart. Steinhafels delivered a replacement wedge. Just last weekend, we noticed staples on the end of one of the pieces is sticking out after only two people sat there. When Steinhafels delivered the second couch, the delivery men did not use sliders, so they put two huge parallel rips in my carpet. One rip is 5 feet long, and the other is 9 feet long, on a highly visible location. I received the run-around from their delivery management and am now being ignored. [redacted] told me to look into the cost to replace my carpet and call him back. It will cost between $1400-1700 to replace the carpet. He will not return my phone calls. I need to be made "whole" with my carpet. The purchase of a couch has developed into a huge time commitment. I have had 31 interactions so far (the staples in the end piece are still an issue and carpet has not been replaced) with Steinhafels including store visits, emails, phone calls, delivery and service visits to my house. My carpet is still ripped and I still have a faulty piece of furniture.Desired Settlement: I need a technician to replace the staples in the end piece of the second couch, and/or replace that piece. I also need my carpet replaced, including the costs of labor and materials. This will cost between $1400-$1700. I need to be made "whole."

Business

Response:

Our [redacted] has contacted this customer and is n the process of resolving this complaint. We also will contact customer regarding the situation with staples on one of their furniture pieces.

Consumer

Response:

On Sat, Nov 16, 2013 at 12:53 PM, [redacted] wrote:

Hi [redacted],

See the attached string from [redacted]. Steinhafels paid in full for the new carpet. My install is scheduled for Tues. November 26. Also, the damaged sectional piece has been repaired.

You can consider this closed. Thanks a ton for helping me with this matter! I am so impressed with the Revdex.com!

Fondly,

On Nov 13, 2013 7:25 PM, [redacted] wrote:

Hi [redacted]

Sales associate was professional, knowledgeable and a joy to,work with. Service from warehouse was rude & unprofessional. Lack of response from the buyer was unacceptable. I would not recommend steinhafels based on lack of professionalism or concern from management, administrative staff & warehouse personnel. I am beyond disappointed.

Review: I purchased a sectional couch and ottoman in February 2014. I also purchased the Guardsman 5-yr Protection plan at the same time. I was purchasing a couch to replace a leather couch. The sales person convinced me that bonded leather was much stronger/more durable than real leather. I purchased bonded leather furniture. I was also told that the the Guardsman protection plan would cover any issues with the bonded leather. At the time of the purchase, I was handed a brochure for the Guardsman policy, but not an actual contract. The contract arrived weeks later in the mail. In March I went to the store to ask about filing a claim. The furniture has issues with cracked/peeling leather and broken frame. I was told by a manager at Steinhafels that I needed to contact Guardsman directly and was given a phone number. I called Guardsman to ask about filing a claim. I was told that I would need to submit a claim online or mail a form using information that would be emailed to me. I received the email after 5pm on Friday, February 26, 2016. No where on the email or the forms did Guardsman state a deadline for processing the claim. I filled out the online form on March 23. The forms need to be printed and sent to Guardsman by mail, sent on March 24. The form has an arbitrary deadline of 30 days. I mailed the forms within the 30 days and received notification from Guardsman that they received the forms on April 1. 3 days later Guardsman denies the claim stating that the claim was received more than 30 days after the initial phone call, not from the date I submitted the claim. In addition, I was told Guradsman would not cover the peeling/cracking bonded leather. I have called Steinhafels several times. They say they will call me back and still have not responded.Desired Settlement: I want Steinhafels to honor the Guardsman Protection plan that they sell. The protection plan is suppose to provide a store credit for the cost of the original purchase.

Business

Response:

The Guardsman protection plan this customer purchased in Feb 2014 does not cover cracking or peeling of bonded leather material. The manufacturer offered a 1 year warranty on this customer's furniture. We apologize for this customer's experience, however we can not offer a credit for the furniture. On April 4, 2016 we did have a customer service representative try to call this customer to offer to refund the $156 they paid for the Guardsman plan. The representative left a message for the customer. We apologize again if they did not receive this message. The offer to refund their Guardsman plan is still an option for this customer.

Consumer

Response:

Review: Last year, on July 21st, my wife [redacted] purchased Lifestyles Solutions CliqClaq futon. In August 2013, my wife relocated to [redacted] for work. And in March 2014, she married me ([redacted]). For nearly 12 months, we treated the futon with care and largely as a couch. On June 21st, my wife and I were sitting on the futon watching a movie. We heard the faux-leather material rubbing, and felt it the back side slide as well. After the movement stopped, we got up and looked at the futon. The back of futon was slanted, and the back support rest was weak. Additionally, we saw that the leather was worn through. For the next two week, we were unavailable to contact Steinhafel's as we were traveling. On July 8th, I ([redacted]) called Steinhafel's customer services. Steinhafel's customer service rep stated I must take futon to a Steinhafel's location for repair. The closest location is [redacted] (a few hours away from Peoria outside of Chicago). I informed the rep that I owned a Honda Civic and my wife had a Nissan Versa, neither of which could fit the futon. The customer service rep gave me the contact information for the manufacturer. After an ignored e-mail exchange with a [redacted] (he responded once to an e-mail of mine), and several non-returned calls, [redacted] informed me that Lifestyles Solutions would not honor the warranty for me, but only to Steinhafel's (as they were the original purchaser). I re-contacted Steinhafel's, the customer service rep. [redacted], stated requested pictures of the defective futon. Additionally, [redacted]. stated Steinhafel's would work with Lifestyles Solutions to honor the warranty. My wife an I supplied pictures and video of the defective futon, however we received no follow-up. After not receiving a follow-up call, we recontact Steinhafel's. This time, [redacted] (customer service rep) said she would follow-up with the manufacturer.

[redacted] finally called on the day the warranty ended (July 21st), stating that it was our responsibility to bring the defective futon to Steinhafel's. [redacted] was unwilling make any other concessions. She stated it was the customers fault that the warranty could not be honored as we moved away from the store.Desired Settlement: Will accept refund, repair, replacement, or exchange....

Business

Response:

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.

Business

Response:

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.

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: A couple of months ago, I purchased a bunk bed from Steinhafel's Furniture. The day I bought the bed, the company informed me that the bed was not in stock and that it would take about a month to get the bed and it would then be delivered to me. Since that time, I have received weekly e-mails from Steinhafel's showing the approximate date that the bed will arrive, and with each e-mail the arrival date keeps getting pushed back further. The latest e-mail now states that the bed is expected to arrive on Januery 20, 2014. This is about 4 months from the date of purchase.

I called Steinhafle's customer service line and was told there was nothing they could do. The bed was ordered from an overseas vendor and the vendor keeps pushing the date back. I then asked them to contact the vendor and see what the hold up is and to see if I could get a concrete day of arrival for the bed. They said that they would and that they would call me back.

They did not call me back, so I called them again. They said they had contacted the vendor and the vendor said that they had not shipped the bed yet. I asked them if they got a concrete date on when the bed would get here. I was told that it was out of their hands and there is nothing they could do. They said it is possible that the date could keep getting pushed back.Desired Settlement: I would like the bed delivered before the end of the year. If that can't be done, I would like to be able to pick a bed of equal or greater value as a replacement, at no extra cost. I don't have time to do a lot of shopping again for a new bed at different stores. I would just like for my daughter to not have to sleep on a matress on the floor during the cold winter months. The bed was suppose to be a gift for her birthday, but her birthday is today, so that will not be happening.

Business

Response:

We

apologize to this customer for the inconvenience of waiting for his 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 our

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

weekly emails to our customer until the bunk bed arrives. As soon as that happens

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

possible. This customer has been emailed every week with updates. We again apologize for the manufacturer's delays. This customer is free to cancel his order at any time for a full refund or to re-select a different bed. If he does reselect, we will work with him to get our best sale price, but he would be responsible for the additional cost if there would be any.

Business

Response:

We understand our customers frustration of waiting for this bunk bed. We have sent him a $50 courtesy gift certificate that he can use towards a different bed or the one he's waiting for. We are not interested in losing his business. He is a very good customer. We wish we could get the manufacturer of this bed to get them to us faster. We are working hard to get them here.

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 bought a bed and a dinette set at Steinhafels in Madison and it has been nothing but a terrible experience. A couple of my chairs broke and guardsman their warranty company was horrible. I then went to Steinhafels and they admitted they sold me junk. The employee told me that's why they no longer have my table. But they did have the table just in a different color. But he actually told me it was junk. I cannot believe they will not back their products. I submitted a review and the manager also told me it was low end junk. Not a pleasant experience and I will never shop there again