Our technician's report and photos from January 10 shows spots on your furniture that look they were caused by some type of liquid spill. Normally you would get coverage for accidental occurrences through your Guardsman protection plan. However, to solve your complaint, Steinhafels will order the...
repair parts from the manufacturer and notify you when they arrive. At that time we will send our technician back to your home to replace the parts. We have made note of this decision in your service order. RE Service order 0101806ICJK / for [redacted].
[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. However, I believe Steinhafels needs to revise practices surrounding their email system and educating all customer service personnel and store managers to understand shipping and receiving timelines to eliminate frustration and false hope of dates for furniture to be received.
Regards,
Our technician's report did not find this customer's mattress defective under the manufacturer's warranty. A dip or depression on the sleeping surface must be 1 1/2" or greater. This customer's mattress measured only 1 inch. This is considered a normal body impression.We will not be able to allow...
this customer to return and re-select another mattress. Here is the history of events for this customer;2/17/17 - Customer made his original purchase of a king mattress with adjustable bases. The terms of the sale stated that the adjustable bases were non-returnable, and that he had had a 120 night comfort guarantee on the mattress.3/1/17 - Customer re-selected a new king mattress and made arrangements to return his first mattress. This was his one time re-selection under the terms of our 120 night comfort guarantee3/8/17 - Customer files 1st complaint with the Revdex.com stating he wants to return his adjustable bases, even though the terms of his original sale clearly state they are non-returnable items. He states that the reason is they can't be safely connected to his existing headboard. We accommodated customer and allowed the adjustable bases to be returned so he could purchase regular box springs instead.4/17/17 - Customer requested to re-select another king mattress, even though he had already exercised his one time re-selection option under our 120 night comfort guarantee. We accommodated customer and allowed him to re-select a second time and return his second mattress. .
We acknowledge the customer's concerns. We can only stand by the terms of Guardsman protection plan. We can provide our customer with a credit for the original amount she paid for her bedroom set. How she applies this credit to a new purchase is up to her. She would have to pay any difference in cost if the set she wants costs more than her original selection. We believe this to be a common and reasonable procedure that occurs at most if not all retail stores. We would also expect the Revdex.com to acknowledge this. No one from Steinhafels promised this customer if she had to replace her original set with a different set under her protection plan, that there would be no extra charge if the new set she wanted was more expensive.
Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician. Based on our research, we advise that the leather from La-Z-Boy is within...
the perimeters set by the manufacturer for color and texture. We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking fee. Based on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the store.
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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I just got another email from the person I now know is [redacted]. I didn't even know that I had a warranty on the bed or how long the warranty was good for. I was treated so rudely in the store, at my home and now on the phone. [redacted] blamed everything that happened on me, when we talked on the phone. He didn't want to resolve anything. He was very argumentative. His employee is a piece of crap, who doesn't know how to treat customers. He doesn't listen to what they need and want. He couldn't even be bothered to correctly position the furniture in my room. My friend had to reposition everything. I never really expected to have this problem resolved properly, because I know only too well what kind of sm I'm dealing with in Steinhafel's. I have no intention of shopping there again. I learned a valuable $10,000 lesson.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I feel as though this is another brush off. I really do appreciate the apology, but I would like an estimated time frame we are loo[redacted] at. It had already been 5 weeks and I have a hard time trusting that this will be completed within the 10 weeks we just disclosed of yesterday the 15th
Regards,
[redacted]
This customer took delivery of his sleeper sofa in July 2015. The bladder for the air mattress on his sofa is still under a manufacturer warranty. He called on 12/1/2016 to report that the air bladder was leaking and unable to hold air. We put in a warranty claim with the manufacturer, Overnight...
Sleeper Company, and ordered a new air bladder for him. Parts from furniture manufacturers take an average of 4 - 6 weeks to arrive. We advised we would email him as soon as we received it. We have been acknowledged from the manufacturer that we will receive it in Late Dec - Early January. Since this customer needs this for Holiday guests, we have taken the bladder from one of our stock sofas. Our service supervisor is driving it to our Menomonee Falls store this evening after he gets off work. This customer has been advised of this.
Job performed on 6/13/17 at [redacted]' residence needed some follow up attention on some overlooked areas. Corrective action completed on 6/24/17. Thank you. [redacted]Thank you for your inquiry and consideration,Don's Tree Service
This customer's order was canceled on 6/25/2015. She has been refunded the following amounts on her Mastercard; 137.22 on 6/24/2015, 62.51 on 6/26/2015, 26.52 on 6/26/2015, and 46.41 on 6/27/2015. We apologize for the delay on her order as well as any other inconvenience she experienced with the...
As we stated in our first reply to your complaint, we will make the repair when we get the parts in. Parts are on order and take approximately 6 weeks to arrive.
We apologize that this customer was unable to purchase the advertised Bailey Twin over Full bunk bed with Trundle during our Black Friday sale event. This was advertised as a limited quantity item. We started the sale with 10 complete sets in stock, and 7 floor samples for a total of 17. We...
were not able to get as many sets from the manufacturer as we would have liked. They sold out immediately on Friday morning. Unfortunately there were other customers waiting in line to purchase this that were also unable to. We will mail this customer a $75 courtesy gift voucher that they can hopefully use in one of our stores.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
[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 there are no possible results that would change the outcome of this complaint. I expect that they will continue to provide poor customer service, continue to sell items they do not have in the store and cannot get, and they will still continue to take money for delivery and tax on items they cannot deliver. Even knowing that, they will still show a great rating on this site because they sent a lame apology. I will continue to inform everyone I meet about the store and my experience.
Regards,
We have issued credit memo [redacted] for this customer to have his dining set returned. We will not be charging any restocking charges and he can choose to get a refund for it or use it towards new merchandise. He can call us at ###-###-#### to schedule a pick up. We would prefer to have it picked up as soon as possible. We consider this to be our final offer to settle his complaint.
We apologize to this customer for the inconvenience of waiting for their order. Arrival dates are based on the latest shipping information from our manufacturers. 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 this customer when their order is received fully in our warehouse. We are still waiting for 3 cushions and a glass top. The glass top has an ETA of Aug 1st and the cushions have an ETA of July 21st. We also spoke to our Madison store general manager who said he spoke to this customer on Tuesday July 12. He advised that he offered this customer the glass top off the display floor and a $100 discount for the delay. He said he was declined on the offer. Also, we can absolutely deliver what we have in stock so they can get the majority of the merchandise while still waiting for the three cushions and glass top, This customer is important to us and we appreciate their business! Our goal is for them to enjoy their new furniture as soon as possible.
Our technician's report and photos from January 10 shows spots on your furniture that look they were caused by some type of liquid spill. Normally you would get coverage for accidental occurrences through your Guardsman protection plan. However, to solve your complaint, Steinhafels will order the...
repair parts from the manufacturer and notify you when they arrive. At that time we will send our technician back to your home to replace the parts. We have made note of this decision in your service order. RE Service order 0101806ICJK / for [redacted].
[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. However, I believe Steinhafels needs to revise practices surrounding their email system and educating all customer service personnel and store managers to understand shipping and receiving timelines to eliminate frustration and false hope of dates for furniture to be received.
Regards,
[redacted]
Our technician's report did not find this customer's mattress defective under the manufacturer's warranty. A dip or depression on the sleeping surface must be 1 1/2" or greater. This customer's mattress measured only 1 inch. This is considered a normal body impression.We will not be able to allow...
this customer to return and re-select another mattress. Here is the history of events for this customer;2/17/17 - Customer made his original purchase of a king mattress with adjustable bases. The terms of the sale stated that the adjustable bases were non-returnable, and that he had had a 120 night comfort guarantee on the mattress.3/1/17 - Customer re-selected a new king mattress and made arrangements to return his first mattress. This was his one time re-selection under the terms of our 120 night comfort guarantee3/8/17 - Customer files 1st complaint with the Revdex.com stating he wants to return his adjustable bases, even though the terms of his original sale clearly state they are non-returnable items. He states that the reason is they can't be safely connected to his existing headboard. We accommodated customer and allowed the adjustable bases to be returned so he could purchase regular box springs instead.4/17/17 - Customer requested to re-select another king mattress, even though he had already exercised his one time re-selection option under our 120 night comfort guarantee. We accommodated customer and allowed him to re-select a second time and return his second mattress. .
We acknowledge the customer's concerns. We can only stand by the terms of Guardsman protection plan. We can provide our customer with a credit for the original amount she paid for her bedroom set. How she applies this credit to a new purchase is up to her. She would have to pay any difference in cost if the set she wants costs more than her original selection. We believe this to be a common and reasonable procedure that occurs at most if not all retail stores. We would also expect the Revdex.com to acknowledge this. No one from Steinhafels promised this customer if she had to replace her original set with a different set under her protection plan, that there would be no extra charge if the new set she wanted was more expensive.
Regarding this customer's complaint on her special order La-Z-Boy leather furniture, we have consulted with our Madison store [redacted] and looked through the photos and report received from our service technician. Based on our research, we advise that the leather from La-Z-Boy is within...
the perimeters set by the manufacturer for color and texture. We are sorry this customer is unhappy with her special order product, however if she would like to return the set, she would be charged a 33% restocking fee. Based on all the data we have on the product and samples, we have determined the items are factory standard and in accordance with the color of leather she ordered in the store.
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.
We will notify customer and arrange to exchange his box spring. We apologize for this inconvenience.
Revdex.com:
m I'm dealing with in Steinhafel's. I have no intention of shopping there again. I learned a valuable $10,000 lesson.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I just got another email from the person I now know is [redacted]. I didn't even know that I had a warranty on the bed or how long the warranty was good for. I was treated so rudely in the store, at my home and now on the phone. [redacted] blamed everything that happened on me, when we talked on the phone. He didn't want to resolve anything. He was very argumentative. His employee is a piece of crap, who doesn't know how to treat customers. He doesn't listen to what they need and want. He couldn't even be bothered to correctly position the furniture in my room. My friend had to reposition everything. I never really expected to have this problem resolved properly, because I know only too well what kind of s
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I feel as though this is another brush off. I really do appreciate the apology, but I would like an estimated time frame we are loo[redacted] at. It had already been 5 weeks and I have a hard time trusting that this will be completed within the 10 weeks we just disclosed of yesterday the 15th
Regards,
[redacted]
This customer took delivery of his sleeper sofa in July 2015. The bladder for the air mattress on his sofa is still under a manufacturer warranty. He called on 12/1/2016 to report that the air bladder was leaking and unable to hold air. We put in a warranty claim with the manufacturer, Overnight...
Sleeper Company, and ordered a new air bladder for him. Parts from furniture manufacturers take an average of 4 - 6 weeks to arrive. We advised we would email him as soon as we received it. We have been acknowledged from the manufacturer that we will receive it in Late Dec - Early January. Since this customer needs this for Holiday guests, we have taken the bladder from one of our stock sofas. Our service supervisor is driving it to our Menomonee Falls store this evening after he gets off work. This customer has been advised of this.
Job performed on 6/13/17 at [redacted]' residence needed some follow up attention on some overlooked areas. Corrective action completed on 6/24/17. Thank you. [redacted]Thank you for your inquiry and consideration,Don's Tree Service
We called this customer and agreed to issue a refund to her for the Guardsman plan. Her refund will total 624.17 plus tax.
This customer's order was canceled on 6/25/2015. She has been refunded the following amounts on her Mastercard; 137.22 on 6/24/2015, 62.51 on 6/26/2015, 26.52 on 6/26/2015, and 46.41 on 6/27/2015. We apologize for the delay on her order as well as any other inconvenience she experienced with the...
transaction.
As we stated in our first reply to your complaint, we will make the repair when we get the parts in. Parts are on order and take approximately 6 weeks to arrive.
We apologize that this customer was unable to purchase the advertised Bailey Twin over Full bunk bed with Trundle during our Black Friday sale event. This was advertised as a limited quantity item. We started the sale with 10 complete sets in stock, and 7 floor samples for a total of 17. We...
were not able to get as many sets from the manufacturer as we would have liked. They sold out immediately on Friday morning. Unfortunately there were other customers waiting in line to purchase this that were also unable to. We will mail this customer a $75 courtesy gift voucher that they can hopefully use in one of our stores.
We will process this customers refund ASAP due to the fact he never received the voucher and has relocated another state.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
[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 there are no possible results that would change the outcome of this complaint. I expect that they will continue to provide poor customer service, continue to sell items they do not have in the store and cannot get, and they will still continue to take money for delivery and tax on items they cannot deliver. Even knowing that, they will still show a great rating on this site because they sent a lame apology. I will continue to inform everyone I meet about the store and my experience.
Regards,
[redacted]
We have issued credit memo [redacted] for this customer to have his dining set returned. We will not be charging any restocking charges and he can choose to get a refund for it or use it towards new merchandise. He can call us at ###-###-#### to schedule a pick up. We would prefer to have it picked up as soon as possible. We consider this to be our final offer to settle his complaint.
We apologize to this customer for the inconvenience of waiting for their order. Arrival dates are based on the latest shipping information from our manufacturers. 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 this customer when their order is received fully in our warehouse. We are still waiting for 3 cushions and a glass top. The glass top has an ETA of Aug 1st and the cushions have an ETA of July 21st. We also spoke to our Madison store general manager who said he spoke to this customer on Tuesday July 12. He advised that he offered this customer the glass top off the display floor and a $100 discount for the delay. He said he was declined on the offer. Also, we can absolutely deliver what we have in stock so they can get the majority of the merchandise while still waiting for the three cushions and glass top, This customer is important to us and we appreciate their business! Our goal is for them to enjoy their new furniture as soon as possible.