Steinhafels

I bought a couch for $800 end of August 2018. I live alone. I say this because there is not a lot of wear and tear for an adult who isn't home very often. The couch began to pill and fall apart with the cushions losing their shape less than 2 months into it. I called Steinhafels to share how quickly it was deteriorating. They sent over a service repairman to assess the couch. He quickly agreed it was poor material and said he could replace all the cushions. This was the day before Thanksgiving; about 2-3 weeks after I called. He brought new cushions middle of February 2019 (I was told it would be the end of December or early January). After he replaced the cushions, we took pics together and he assured me he would talk to his manager having agreed with me- it was inevitable it will be a repeat problem. After several unanswered inquires, with their customer services specifically telling me- no manager is going to call back and asking to speak with one of the "Steinhafel brothers"- they said there is no way they will call back- basically the complaint ends on this phone call. Ultimately, Steinhafels tried to place the blame on the repairman who recommended it be credited. The repairman was appalled because he was siding with me having looked at the couch. Finally my persistence paid off - I was told via email I would be given a $800 credit even though I requested it be taken off my bill. (I had purchased a table and a bed as well with the couch doing 12 months free finance) Accepting their offer, (no other choice) I inquired if this had an expiration which was left unanswered but I kept all the emails. I decided to wait until my son goes back to college to give him the couch for his shared household and I would go purchase a new one- since the couch was now only "college" worthy due to it's shape and I wasn't going to throw it out if it could be used for college kids. I live in an apartment and nowhere to store it. I did shop at Steinhafels twice in between and didn't see anything I was interested in. I thought the offer of $800 credit would last at the very least 6 months. I went in the last week of July to look again and asked the salesperson to look it up. He couldn't find it because it was almost 5 months (not quite); they voided it without any notice whatsoever. The sales person said his manager was out over the weekend and it would be Monday. Tuesday, I reached out, nothing- then he said he reached out to another manager- nothing. Reached out again over the weekend- he said reached out to manager and no response. Now it will be 2 weeks Saturday and still nothing of how this will be resolved- whether I will get credit or not. What kind of service is that? Wouldn't a company let you know the expiration date or at least give a notice - "use it or lose it". But they can take their time getting back to me and delay the replacement of cushions on the originally by almost 3 months. They feel no sense of loyalty for someone that has bought furniture for them over the course of 15 years. Do they know how to stand by their products? Or let the customer know- "we care"? What happened to "valued customer". I told the sales person it must be hard to work for a company that hangs you and their customers out to dry - and he agreed! I have the email. I sent him a text today- and he said he forwarded it to his manager. Buyers Beware. If something goes wrong, you will be SOL. I called to speak with a manager and they will not connect you. If that doesn't tell you something.