Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  DEC 12TH THEY ATTEMPTED A DELIVERY OF A DRESSER , A 244LB DRESSER. THEY SENT 2 PEOPLE WHO DID NOT SEEM OVERLY ANXIOUS ABOUT THE *** OF TAKING IT UP 11 OR SO STAIRS TO THE BEDROOM WHICH I PAID EXTRA TO HAVE IT UNBOXED AND PLACED IT IT'S APPROPRIATE SPOT. THEY TRIED BUT SAID THEY COULDN'T DO IT, IT WAS A VERY QUICK DECISION. NOW INSTEAD OF REFUNDING THE DRESSER AND THE NIGHTSTAND WHICH WASN'T EVEN IN THIS DELIVERY BECAUSE IT HADN'T COME IN THEY ARE DEDUCTING THE ****** FROM THE REFUND. I RECEIVED NOTHING AND I'M BEING CHARGED ****** FOR NOTHING. CALLING THEIR CORPORATE NUMBER (262) AREA CODE WAS USELESS!

  

  Business response

  12/24/2024

  *****, 

      We received your message and looked into the order.   The delivery manager and I looked at the photo of the stairwell and the product and we agreed that it would have been a difficult delivery with either damaging the product and the walls to make it fit.   We agreed with the delivery crews assessment to not proceed with the delivery.  The delivery fee is not refundable as we still provided the transportation and services to deliver the product.  We have no gains to not do the delivery as the sale was cancelled and deposits were returned. 

  We are sorry the delivery could not happen and be refunded. 

  Sincerely, 

  *****

  Customer response

  12/30/2024

  Of course I do not accept paying for something I did not receive! Its not my fault that your 2 drivers were unable to lift a 244 pound chest up my stairway! Maybe a third delivery person would have been a better idea?? I will make sure to pass this experience on to as many people as possible!! Charging me $189.95 for nothing?? I honestly think if you had professional delivery drivers this could have been accomplished!

  Customer response

  01/02/2025

  Consumer has stated that there is not anything in writing on her receipts, or on the website, about not having a delivery fee refunded - if Steinhafels makes the decision that an item cannot be delivered.

  

  Business response

  01/15/2025

  *****, 

      I understand your frustration, however, it wasn't the weight of the item that caused the issue for not being able to bring it up your stairs -- it was the ability to make the angles of your stairwell and the size of the item to not damage the product or your property.   Once again we'd rather be able to have a successful delivery of the product in your home than bringing it back to the warehouse and process the return.  

  Thank you for your understanding. 

  *****

  Customer response

  01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Clearly this does not solve my complaint!!  Its not my fault that they couldnt get the dresser up the stairs!! Theyre charging me $189.95 for absolutely nothing!!!!  
  
  Regards,
  
  ***** ****

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online purchase for a desk in the amount of $1000 delivered in April 2024. The two lower drawers have locks and neither of them work. I dont even use the drawers but decided to start using them recently and the locks dont work. I called Steinhafels and was told that the part is covered and that I could have it ordered for free and pick it up and install the lock myself. I have no idea of how to install a lock. This desk was not cheap and is less than 8 months since it was delivered. I requested that they send someone to come and fix it and was told that I needed to pay $150 because I had 15 days to let them know about physical damage; this is unacceptable

  

  Business response

  12/24/2024

  *****, 

    Thank you for your feedback on your experience with our store.    We have looked over the information and have confirmed that you were given the correct information due to the warranty of the product and Steinhafels, however, we will offer you a one time service call on the repair of your desk.   We have created a service order in our system (1224406WW95) in which you can schedule online with our service technician to take care of the locks of your drawers. 

  Thanks again for your purchase. 

  Sincerely,

  *****

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a power recline sectional with power headrest. It has been less than 30 days since the delivery of the sectional. One of the power headrests does not work. I contacted Steinhafels via email and was told that it would be $150 to come out and diagnose the issue because I did not purchase their extended care package. I questioned that, as the specific sectional I purchased, on their own website lists a bunch of warranties for various items covered for this sectional. Steinhafels refuses to cover this under their warranty. This is extremely misleading that they list a warranty, but then when you need to use the warranty, they have an excuse. I feel that in a 30 day window, there should be no talks of a warranty needing to be used. It should be covered by Steinhafels, they should stand by their furniture they are selling.

  

  Business response

  12/13/2024

  ****, 

    Sorry you had some frustration on the warranty of your products, however, we will cover as a courtesy.   You claim # *******LQ83.   I left you a voice mail as well, however, you can either schedule online or call our customer service to schedule with our technician - ************.   It's possible a loose wire to the motor that might be causing it not to work.   We'll check it out for you. 

   

  Thanks for your patience. 

  *****

  Customer response

  12/18/2024

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

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased sectional sofa and custom ottoman on 9/17/24. Sofa was delivered on 9/21. We only sit on sofa for our morning coffee and by mid November we noticed the top of the sofa cushion already coming apart. We notified store immediately as we wanted to return sofa since it was brand new and already defective. We were told a service person would need to come out and evaluate; this occurred on 11/26/24. The service technician stated he would order new covers for cushions. We told him we wanted to return sofa as a brand new sofa should not be coming apart. We stated we would like to select a different model. He stated we had to call service manager. The service manager stated manufacturer would not allow a return! Additionally our custom made ottoman was delivered finally on 12/4/24; it was damaged and we did accept delivery. We are being told they will fix it and redeliver in a few weeks. Paying this amount of money I would like the store to take sofa back; give us a full refund and allow us to choose a different model as we afraid to sit in it and dont want to constantly be calling for new cushions. This sofa is defective. We also bought a rug and padding spending an additional $400.00 so everything would match.

  

  Business response

  12/24/2024

  *******, 

    We are sorry that the delivery of your special order merchandise hasn't gone as smoothly as we'd like it, however, I know the ottoman was delivered on 12/20 and you do have a service appointment on Jan. 3rd. with Geno for those casings. 

  Thank you for your patience - if you have any questions or concerns after the repair - please let us know so we can take care of you. 

  Sincerely,

  *****

  Customer response

  12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear

   

  The sofa continues to unravel and every cushion now has wrinkles! We should not have to keto such a poorly manufactured product! We want the sofa to be taken back and allow us to select a new one from your store. We work hard for our money too and should not lose this amount of money on a sofa we can use and need to hide the cushions with blankets! It is obvious that this sofa will continue to unravel on every cushion! 
  
  Regards,
  
  ******* *********

  Customer response

  01/26/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Please note the company has contacted us and allowed us to select a new sofa and return the original one. We greatly appreciate the BBB assistance and for Steinhafels providing us this service. The business set us up with our original sales person and we selected a new sofa on 1/25. It will be delivered in 8 weeks.

  Regards,
  
  ******* *********

  
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought the power, reclining sofa and matching power reclining council loveseat Lazy Boy brand, in April. The remotes for the sofa and loveseat work intermittently and then dont work randomly. I got a new loveseat delivered and still had the same problem. Then I was told that there was a software problem between the remotes and the power box so the service man came and replaced all that. I have had the service person out SEVEN times. I have been demanding a full refund, and Steinhaefels is not standing behind the product THEY sold. They are claiming ******** is responsible and that Lazyboy is not getting back to them on this and its up to them. ************ should stand behind the furniture THEY sell. It is now early December and still no refund. I will continue to pursue this matter until I get my full complete refund of ********. Not a store credit, either. I expect a full refund of my money which I paid in full at time of purchase. I expect Steinhaefels to be an honorable store and give me back my money and remove this furniture at theit cost. Please help resolve this complaint.

  

  Business response

  12/13/2024

  Vendor authorized a return - 1203411VZ23 - scheduled for 12/16.    

  Thank you for your patience with this situation. 

  *****

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing in regards to my couch we purchased purchased in February of 2024. Ever since we have had our couch we have needed to have service come out 3-4 times to fix a multitude of things. Most recently the power recliner along with the massage feature has stopped working on the right side of the couch. We had maintenance come out and he had to order parts again, which has resulted in a month long wait. Now, the power recliner along with the massage feature on the left side has stopped working. This whole couch has been an extreme waste of money and I am extremely disappointed in both Steinhafles and in the couches. At what point is enough, enough on this couch? So far we have needed all new connector cables and now need new motors on both sides of the couch. I have attempted to reach out to customer service both by phone and by the chat feature on the website but both of those options came to a dead end with no resolution in site. I am becoming increasingly irritated with this company and these couches and would like someone to reach out to me as soon as possible in regards to this couch set, the lack of quality in Steinhafels products, and the overall unprofessional attitude we have encountered.

  

  Business response

  11/29/2024

  ******, 

  We are sorry that you have experienced some issues with your power sofa, however, on Nov. 22 it looks like **** (Service Technician) replaced the mechanism, motor, power switch, and relay cord and tested the entire sofa for operation.  He mentioned it was all operational at this time.   

  We apologize the repairs took longer to get parts, however, I'm glad that everything should be back up and running for you.   If you have further concerns with the product, please let us know and we'll see what is needed and provide assistance from the factory.   Service Order.   1101406HW19

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer response

  11/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear. 
  

  While we appreciate their efforts to apologize, it has only happened because we filed a complaint on here. My girlfriend has tried to call the store multiple times and has sent emails and tried to get a responses that way, unprofessional to treat anyone this way, even ones who are veteran families.
  

  The couch we purchased was over 4,000$ and they have already had to rebuild the whole mechanism on the right side of the couch and started to on the right side. To say we are disappointed in this American Made & good quality furniture is an understatement. When we were at the store looking at furniture we were originally looking at a sectional, and were then shown this couch and loveseat set and the sales staff told us how great it was and how great the quality was. We should not have listened to him and gone with our original thought of a sectional. This couch set has been nothing but a hassle and headache. 
  

  We would like these couches returned and a sectional instead that do not have these unreliable power parts on it. 
  
  Regards,
  
  ****** **********

  

  Business response

  12/24/2024

  ******, 
  We are sorry that you have experienced some issues with your power sofa, however, on Nov. 22 it looks like **** (Service Technician) replaced the mechanism, motor, power switch, and relay cord and tested the entire sofa for operation.  He mentioned it was all operational at this time.   

  
  We apologize the repairs took longer to get parts, however, I'm glad that everything should be back up and running for you.   If you have further concerns with the product, please let us know and we'll see what is needed and provide assistance from the factory.   Service Order.   1101406HW19

  We are sorry as there is no replacement or change of the manufacturer of product at this time.   The product was repaired under warranty.   There is no further assistance we can make due to the product being repaired.   

  
  Thank you for your patience. 
  Sincerely, 
  *****

  Customer response

  12/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ****** **********

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/16/24, I purchased a ****** special order bedroom set from this store for $4133.33. Upon delivery drawer slides were defective and multiple spots on the furniture were scuffed and original color removed. The middle footboard panel also was separated and appears not flush when compared to the others. I am extremely dissatisfied and frustrated with the product that was promised to be delivered as new (****** handcrafted fine furniture) and what was delivered which resembles something closer to refurbished furniture quality. To make matters worse, the original customer service agent that I spoke to refused to acknowledge the issue of paying for a product which is not inexpensive and having to have service technicians come out to fix and patch issues from day one. This obviously does not promote a sense of confidence with future quality and reliability as one should not have to address concerns about this type of furniture a few hours into ownership. I expected to have an opportunity to experience the high-quality furniture I was promised without having to have technicians troubleshoot, fix and patch issues from day one and was told that this item was not able to be replaced because it was a higher end special order item. This is frustrating and counterintuitive as if I choose a less expensive item in the store I could have had it replaced without question. A repair technician on 11/18/24 did attempt to fix the issues by spray painting and covering up the defects however as the enclosed images demonstrate the difference in color spots are still quite visible. The red is gone but the differences in white are present. I do not want more patchwork and potential more issues with another technician visit. They seem to think everything is resolved when clearly it is not. Since, they refuse to exchange the product and the solution provided is clearly not "new" showroom quality, I am asking for a partial refund for my time and disappointment.

  

  Business response

  12/05/2024

  *******, 

     Per our conversation we have agreed to replace your footboard for your daughters bed set.   The footboard was placed on order today - sale# *******ZV91.   This will be the reference number when the order is filled and scheduled for delivery. 

  Thank you for your patience with this process - Hope you have a wonderful holiday!

  Sincerely, 

  *****

  Customer response

  12/05/2024

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

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Salespeople push you to buy a VIP protection plan and tell you that it covers anything that happens to your furniture. They fail to provide the exclusions which include the random things that happen when furniture is exposed to kids such as sitting on the arms (that break under minimal weight).I would label this complaint as making false/fraudulant claims - claims that are contradicted in the fine print that is provided only after one purchases the plan. This has happened to me twice now with different salespeople which would suggest an unwritten corporate policy to push these plans on customers without fully informing them as to the extreme limitations of the plan prior to purchase.

  

  Business response

  10/25/2024

  ***, 

  Thank you for reaching out to us regarding your recent experience with your sofa. We appreciate your feedback and understand your concerns.
  We would like to clarify that our warranty and protection plans specifically cover manufacturing defects and issues that arise under normal use. Unfortunately, sitting on the arm of the sofa is not considered normal use, and as such, it is not covered by our warranty or any protection plan.

  
  The arms of the sofas are designed for support and stability but are not intended to bear the weight of a person. Engaging with the furniture in a manner that exceeds its intended use can lead to damage that falls outside of the warranty parameters.

  
  We value your satisfaction and encourage you to reach out if you have any other questions or need assistance with your sofa.

  Thank you for your understanding.
  Sincerely,

  *****

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
  

  I am not contesting the details of the warranty as written.  My complaint is that the warranty was falsely advertised and possibly fraudulent.  Salespeople verbally inform you that the warranty covers anything that happens.  There was no offer to read the warranty prior to purchase.  There was no discussion of exclusions.  It is sold under the false pretext that it protects against damage that is not actually covered.  
  I will stress again that i received the same story on two separate occasions and only now that i e filed a claim has the truth emerged; the warranty does not live up to what is verbally marketed.

  [Please type your response here.]
  
  Regards,
  
  *** ******

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch from Steinhafels in ********, ** on 9/2/2024. I picked the couch up myself and brought it home. Yesterday 10/15/2024, my couch broke and one whole side is completely unusable. I called today and because I didn't purchase the service plan for an additional $500 I was told that in order to assess the situation with the couch I would need to pay for a technician to come out and it would cost me $149.99. I told them that that was completely unacceptable since I've had the couch for 6 weeks and it's already broken. They insisted that this was my only option. I paid $1898.00 for this couch and now they want even more for a crappy product that they sold me.

  

  Business response

  10/25/2024

  *****, 

    I'm sorry to hear that your sofa has an issue with one of the sides- making it unusable.  At the time of purchase we want to ensure that every customer has the information of it's warranty with options.   Below is our coverage that changed early this year:

  Effective January 2, 2024, Steinhafels will be combining our one-year service plan with all products covered by our VIP Protection Plan. When a customer purchases the VIP Protection Plan, they will receive one year free for parts, labor, and transportation coverage with a Steinhafels Technician.
  Purchasing VIP Benefits
  Parts ordered based on manufacturer warranty.
  All labor costs are covered for all manufacturer and VIP-covered claims.
  Transportation of parts and repairs would be free.
  VIP accident protection 4-year coverage.
  Dont Use It Dont Lose It Store Credit voucher after 4 years.

  
  If a customer chooses NOT to protect their ******************** with a VIP Protection Plan (or if item(s) are not eligible for VIP), they will be required to pay a $149.99 trip charge for a service technician visit.
  Opting out of VIP
  Parts ordered based on manufacturer warranty only; these will be no charge to the customer.
  Service for manufacturer defects during the 15-day Return Policy at no cost.
  A trip charge of $149.99 for manufacturer warranty claims after 15-day Return Policy.
  If a technician goes out and needs to order parts, Steinhafels will return to install the parts for no additional charge.
  Repairs are warrantied for 30 days from the date of repair.
  No service outside the manufacturer warranty timeframe.
  No service for anything not covered by manufacturer warranty.

  I do see you have an appointment scheduled with **** on 10/31.  *********** and parts will be covered since you paid the trip charge.  Service # *******RZ96.  You will be notified 2 days in advance with a narrowed down appointment time within a hour an half. 

  We look forward in taking care of your concerns with the product on this date. 

  Sincerely, 

  *****

   

• Initial Complaint

  10/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 13, 2024 we had a furniture order delivered from Steinhafels, the delivery men knowingly backed into our driveway that had no apron poured. They damaged our concrete we had done only a few weeks ago. After a phone call to the store I was directed to send emails of the photos I had taken of the damage. After this I was contacted by a delivery manager who told me they were obviously not going to pour new concrete and we should have warned them we didnt have an apron poured. I continued to ask what they were going to do to make this right but accountability was not taken only blame on us. After multiple times of me asking he said he would refund our delivery fee of 150$ and that was all they would do. After this I left a ****** review on their website which they responded to and told me to text them my order information and they would take care of it. After I did this I let them know that I called our contractor and it will be 1500$ to repair the damage to the concrete. I received no response after the information was given to them. The damage has already been done and the concrete will never match the other concrete we poured only a few weeks ago and this is our forever home which is upsetting in itself, but now we will have to pay extra all because of the lack of awareness from these delivery men at a business that wont take accountability and only place blame on the customer. We would like some accountability taken, and the fees for repair taken care of.

  

  Business response

  10/25/2024

  *****, 

    We are sorry that your driveway was damaged even though our delivery trucks meet the required clearance requirements.  I know you did speak to our delivery manager over the situation and was credited back the delivery fee for any inconvenience.    If we shouldn't have been near that part of the driveway for any reason, we were not told of that reason ahead of the delivery.  We deliver to many homes each day with multiple trucks without incident.    The claim was reviewed and as noted from our delivery management the refund of the delivery fee was processed.   There is nothing further we can do in this situation. 

  Sincerely, 

  *****

   

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We were not told to warn anybody about not going on our driveway, it is able to be driven on and unfortunately it is truly just no common sense and error in your delivery men. All other service trucks have known what to do, your delivery men knew they did the damage and did not tell me which is just cruel and had they done the right thing and let us know immediately we would not be here. There is unfortunately no good ending for us because we will have to look at the different piece of concrete for the rest of our lives. I would like some sort of discount on our furniture to make up for the damages we will have to repair if no help will be given for the repairs directly. There is much more you can do as a company to take responsibility. 
  
  Regards,
  
  ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩