Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase.. 3/5/2023 Spent on couch and ottoman..$4137.36 Steinhafels was committed to provide my an extended warranty I paid for. Which was a repair of an ottoman and sectional covers for my cushions.The nature of the dispute is I filed my first warranty repair on my ottoman and sectional sofa in April 2024. I still yet to have this completed. They have put in multiple orders in for the cushions what arrived were the wrong cushions for the sectional. They never ordered the ottoman cover at all. I have called numerous of times with no call back. Then they finally got a manager involved at the ******************************** and he told me he was going to take care of my issue from here. Never heard from him again. I got a call from a ********* that also works there and said I will be ordering your parts now. So she said she ordered the ottoman fabric because the whole ottoman has to redone and she will put a rush on it. Never done. They said now that it was ordered but will take ***** additional weeks to get it in then I have to get a guy to come out and to re fabric the whole thing after it arrives, if it ever arrives. Then ********* gave me a date of 9/28 for the guy actually from steinhafels to do my ottoman and ***** from steinhafels never called or showed up on that date. My husband waiting that whole time that day. I called and asked them if someone was going to come out and the customer service person said no he decided not to come out to replace my sectional cushions because the ottoman fabric wasnt in yet. I said he should have at least called me and told me. Nothing. So the manager name is ***** ******** his direct number is ****************** and Stephanies direct line is ************. I called multiple times over 2 weeks with no callback. This still isnt resolved and I dont know what else to do. I want to be done with this company for good. HORRIBLE customer service by the manager. Refund or store credit would be last resort. Please help!

  

  Business response

  10/07/2024

  Carmen, 

      We are sorry you had this experience with your sofa set while using the protection plan for pet damage.   Due to the parts not coming in correctly and the time spent with this set - we have submitted to ServeCo to have the items replaced.   You will be contacted with directions on how to proceed. 

   

  Thank you for your patience. 

  Sincerely, 

  Kevin

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern. I bought an paid for a huge couch sectional from downers grove store and I bought the VIP insurance on 7/16/23. With in 6 months the couch has begins to wear out and the seams and splitting . We have 2 couch covers on them and the material is just wearing down, even from place we dont sit on . I filled all the paper work and called numerous times and had 4 techs come to the house . Nothing had been done and I have a broken couch that just keeps falling apart more and more . I had one service guy put a cord from another couch to make it recline , but I cant use it because the material is worn out . Now I just have a cord hanging off my couch. 4 techs and almost a year since I put in a request and I get 12 weeks , I have to wait 12 weeks . Its always 12 weeks no matter when I call . **************** ***** ***** was trying to help , got another customer service agent ***** who refused to let me talk to a manager and refused to connect me with the store manger . Her response was again 12 weeks . I just want a working couch , Im tired of waiting for parts . I looked in the website and they have the same couch available for next day delivery . I bought and paid for a couch , and I got a broken couch that and nobody to repair it !!! I paid for the VIP insurance which got me nothing . Please help !

  

  Business response

  10/24/2024

  *****, 

     We are very sorry for the length of time it has taken to receive the parts from the vendor, however, due to the parts being sent incorrectly we have decided to exchange the product - 1023433XV63.   It appears that the replacement is scheduled to be delivered on 10/25/24.    We hope you'll find the replacement completes your order and you can once again enjoy the merchandise. 

  Thank you again for your patience. 

  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.
  
  Afternoon. Yes the replacement right end was just delivered and installed.  Im still in need of the left end cushion that is completely worn on the  seat part . And the middle wedge cushion that is stitching is pulled and the wholes are getting bigger , when nobody sits there .  And I have 2 couch covers on the whole couch and the seats and stitching is being worn outs.  I appreciate customers service **** C seeing how horrible the problem was 2 days ago when ******* H their repair guy came for the 5th time , with the wrong seat controller and no cushion because the parts got lost in their boilingbrook location.  **** C ***** and realized how awful the problem was and Ill give him great credit , he called me back with a solution for that in about and hour.  **** C and ******* H are still aware of my problem regarding the other components of the set .  **** C told me they are on order and I have to wait for another 2 weeks or so .  So I/3 of my problem was taking care off .  I dont understand why when I called and had ******* H out multiple times , my response is always we are waiting for the parts .  It has been months . I have had this sectional for less then 2 years and I spend more time waiting for the parts then enjoying my couch.  Id love to have this claim closed , but I just keep waiting on parts . Please advise how we can close and resolve this issue .  
  
  Regards,
  
  ***** **********

  Customer response

  11/25/2024

  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.
  
  Nothing has been done for my complaint .

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

  

  Business response

  12/13/2024

  Gayle 

     The only parts that were ordered for the Right Side facing power recliner, however, we decided to replace the item due to the long wait for the parts.  That exchange was done on 10/25/24.   1023433XV63.    You mentioned about wear on the Left Side facing unit -- however wear is not covered by any warranty (Manuf. or protection company).   If you are experiencing seam separation - that could be covered under your Protection plan, however, you'd need to file a claim with ServeCo on this link - ***************************************************;  OR calling **************.   They will handle the claim from there.  They will require photos to determine the extent of the seam separation to be covered.   Remember though - wear is not covered by any warranty. 

  Thank you, 

  *****

  Customer response

  12/14/2024

  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.

  
  The seems are coming apart . Ive sent numerous pics and the part are supposedly ordered in June .  I was told the would be in beginning of November . Its December 15.  
  the left end side and the middle wedge . While this complaint was being handled, I doubled checked with the **************** agent and he told me the parts were ordered  the company just takes forever .  The same service man was out and verified it . This service orders is almost a year old as of now . 
  its not wear and tear its the seems . 
  
  Regards,
  
  ***** **********

  

  Business response

  12/24/2024

  Gayle 
     The only parts that were ordered for the Right Side facing power recliner, however, we decided to replace the item due to the long wait for the parts.  That exchange was done on 10/25/24.   1023433XV63.    You mentioned about wear on the Left Side facing unit -- however wear is not covered by any warranty (Manuf. or protection company).   If you are experiencing seam separation - that could be covered under your Protection plan, however, you'd need to file a claim with ServeCo on this link - ***************************************************;  OR calling **************.   They will handle the claim from there.  They will require photos to determine the extent of the seam separation to be covered.   Remember though - wear is not covered by any warranty. 
  Thank you, 
  *****

  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

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a performance fabric King ******* brand chair and ottoman from **** ******** at *********** on 2/14/24. It was delivered on 5/22 and I immediately requested service for a tear in the lower decking. While the part was ordered, I had a plain water spill on the upholstery that left a visible spot. I then attempted to remove the water spot by wiping it with a wet microfiber cloth & the spot became larger. The fabric is 100% olefin & was sold as performance fabric. I spoke with both ***************** in customer service at Steinhafles regarding the poor performance of the performance fabric & was treated very rudely by *******. She stated that the regular fabric warranty covers durability of fabric but not accidents. It is performance fabric with a W cleaning code; why does water stain it? ******** discussed the performance of this fabric in a busy family ******** was assured of its durability. I have been told several times that if I had purchased the offered third party extended warranty on this furniture, it would be helpful. In my experience, third party service is exceptionally difficult to access, and King ******* offered a decent warranty. Steinhafles is now saying that the King ******* warranty only would apply to holes or abrasions of the fabric.

  

  Business response

  10/07/2024

  Rebecca, 

     We are sorry that the item was delivered with the tear.   We have received the part from the factory under service order 0522406VRXU.   We are attempting to schedule with you for having the item picked up for our shop repair.  It's better to repair it in a controlled environment.   Looks like they last reached out to you on 10/5.    When doing the repair we can take a look at that spot you're referring to and work to correct that to.  Please put a piece of blue tape on it so we can start to work on it. 

  When the water was spilled - you should blot with a dry cloth - using a dry cloth or paper towel to gently blot the area to absorb as much moisture as possible.  Then let it air dry. 

  We can take a look on our techniques to try to resolve what's been done. Please contact us at 262-436-4600 Customer Service to make arrangements on the repair. 

  Thank you

  Sincerely, 

  Kevin

• Initial Complaint

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went to the Steinhafels store in ******** on September 3, 2024, and purchased a couch. While working with the sales associate, we were told the couch would not be available until the end of the month; when paying however, it was determined there was one in stock, available for delivery as early as 09/11/2024. I accepted that delivery date, and paid for the couch/delivery.On 09/06/2024, at 4:45p, I received a call from the delivery team at Steinhafels saying the couch was damaged, and that it was not repairable. The associate told me they would call when the next shipment came in, they would call to schedule a new delivery.On 09/08/2024 I received an email from Steinhafels indicating I needed to reschedule my delivery time. There were only a handful of an available dates, of which I selected 09/23/2024.I then realized that I most likely was rescheduling delivery for the damaged couch, so I contacted customer service on 09/09/2024; I was told the couch had been damaged for a while, and shouldnt have been available anyway. The associate said he would call me back that day with an update. I waited 24 hours, and then called myself. I spoke to a different person, who said the couch wouldnt be back in stock until end of month, but would call back to give a window. He did call back that day, and said he hadnt been able to get any updates. He called again the next day and said the shipment had come in, and that they could deliver 09/16 or 09/17.I asked for refund on delivery because I had to take time off work for all these delivery days, that didnt come to fruition, which needed to be run through management. I had to reach out 6 days later, and was told it was denied because I should have scheduled on a weekend day.A weekend day was NEVER offered, or mentioned as an option. The team has been unhelpful and will not allow me to speak to distribution who allegedly made the decision. I was offered a $50 credit, to a store I wont shop at again

  

  Business response

  10/07/2024

  *****, 

     We are very sorry for the inconvenience of the delivery of your new furniture.   I'm glad we were able to review the product before delivery to ensure you received the product in great shape.    I have seen you were able to take delivery on 9/17 and were sent the $50 Gift Certificate   CV486383 for your inconvenience.   We are unable to refund the delivery due to it was a service that was provided.  

  Thank you for your purchase and we hope you have great comfort for a long time. 

  Sincerely, 

  *****

  Customer response

  10/07/2024

  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.
  
  My chief complaint in regard to the delivery issue was not that the original product slated for delivery was damaged; I spoke to five different people over the course of 11 days, attempting to get the delivery scheduled. I had to take numerous days off of work, because the Steinhafels team was incapable of providing a clear and consistent answer regarding availability of the product, and why new deliveries were scheduled for the original item, which was damaged.

  Additionally, I found it incredibly unprofessional that I, as the customer, was the one doing all the follow-up, checking-in, and asking for updates. I received one phone call after the delivery was cancelled, which was a return call after I had waited 30+ hours. Not once did anyone did responsibility as the seller/vendor for their shortcomings, instead, I was told over and over that I was at fault for not scheduling a weekend delivery, despite the fact that every delivery date offered to me was a weekday. 
  

  As a whole, the experience with Steinhafels was one of the worst I have ever had with a company. The final **** ***** was incredibly condescending and patronizing, and refused to allow me to speak to any of the individuals involved in the final decision to not issue a refund, because they were on the delivery team, and he, in customer service, is supposed to be the mediator. He did not mediate, he spoke to me like I was a child, and was incredibly dismissive of my frustrations. 
  

  I told him I dont want the credit, as I wont be shopping at Steinhafels again, not to mention, the credit is valid for $50 up to 6 months from issuanceIm not sure what in the store, aside from perhaps a damaged lamp or understuffed throw pillows, would go for less than $50, but I can assure you I wont be giving them any of my own money going forward.
  
  Regards,
  
  ***** *****

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this sofa and a loveseat set from Steinhafels in *******************. We had issues with the back and the seats of the sofa back in March. I contacted ********** customer service. They sent a person out in April. They did their pictures and everything and they sent me an email saying that it is not covered under manufacture warranty. We would have to use our VIP care which I contacted VIP care file that and they denied our claim so then I contacted Steinhafels again and then after a bunch of phone calls they agreed to replace one part of the sofa, but not replaced the whole sofa After I contacted Steinhafels again they sent out a tech one more time. He agreed that theres issues on the couch but now they only agreed to replace the other half, but not the centerpiece and when I contact *********, no one can give me true answers of when the parts will be in , they will not really give me an answer of what parts they ordered and whats getting replaced and that is not a possibility with them. Apparently you can only talk to customer service and they cannot escalate you to a manager to speak with your issues. I feel like the sofa should just be replaced what they need to be replaced. Its all doing this and a sofa should not be having issues after two months of owning it. It should not be falling apart. I have emailed them called them. Try to get a hold of a store manager, but most of the time no one will contact back and they just wanna give me the runaround and just tell me to be patient but no one can give me a true answer of what theyre gonna do. At this point, I would just like a complete refund from Steinhafels and they can come and pick their sofas back up and take them. They also say theyre doing this out of Customer courtesy replacing pieces because its not falling under warranty or anything that is covered by manufactured defects.

  

  Business response

  08/30/2024

  ****,

     We are sorry that the repair process is taking this long to complete.   More parts were recently ordered based on recent discoveries by the technician at your home.   These parts unfortunately due take longer as they are coming from overseas from the manufacturer.   They only ship the parts on a container to the retailers.    I'd like to say we should receive the parts within 8-10 weeks.  As soon as they are received - you will be notified to schedule an appointment for our technicians to come out and install them. 

  Yes it was mentioned that these parts are a courtesy as it was noted of some pet damage to the product which these parts should resolve.   We are unable at this time to replace the item due to this condition. 

  Thank you for your patience and we should be in contact with you as soon as all the parts are received.  Service order 0820406YH62

  Sincerely

  *****

  Customer response

  08/30/2024

  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 below.
  I dont feel like replacing the 3 sections of the sofa is going to fix the problem of the material breaking down, which is very common for Polyurethane material to start breaking down like it is after 2 to 3 months of use. Wish we were aware of this when we bought the sofa and loveseat seat. This is not caused by our pets as they are not allowed on the furniture. I feel like steinhafels is using our pets to get out of doing the right thing and do a full refund. I will not be a satisfied customer until they do a full refund. Also I brought up the issues about the whole sofa at the first service tech visit yet Steinhafelss refused to do anything from the beginning and has been nothing but arguing with them to do the right thing at this point I am requesting a full refund.

  Generally speaking, PU leather can last anywhere from a few months to several years, but it is not as durable as genuine leather. One of the primary concerns with PU leather is its tendency to peel or cracking. We were told at steinhafels that this furniture will last a very long time Which is not true started to breakdown after two months.  So Im asking you to please do a good faith full refund. 
  
  

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rep: 0624411JQ93B 6/24 Original order. Was informed that the chair and trundle would be in mid-july (total purchase 10,624.23)6/29 Delivered, returned the box spring.7/1 Called ****. Discussed return of queen mattress and queen bedframe. Wanted to purchase king bedframe. She asked if I needed a king mattress which was no because I kept my old king mattress. At the time she indicated that the bedframe was on back order until mid July.. 7/2 **** ******** notified me that the queen could not be returned because a protective cover was not purchased. She placed the return and it rejected. Please note I was not informed of this and had not even slept on the matress. I still wanted the king bedframe ordered and wanted to dispute the mattress. 7/25 I called and was notified that the King bedframe order was placed then cancelled on 7/02. I was then informed that the chair I had ordered had been in but no one had contacted me. Also informed the trundle was on backorder until mid September. I cancelled the trundle and asked to speak to a supervisor. was informed a supervisor would call me. 7/31 No contact. Called the customer service number. *******. Told me supervisor had called me twice then closed request. At this time I had not received zero calls. Given the same info about how someone would call me.8/01 Went into store and asked for **, ***** *********. Informed error my fault. Treated poorly. No explanation about the cancelled bedrame. Had to reorder. No apology about the supervisor not calling me but notating she did.08/08 King bed received

  

  Business response

  08/30/2024

  Jacqueline, 

      We are apologize for any miscommunication and or misunderstanding of our return policy for the products ordered.   The mattress protector policy is part of our explanation during the sale process to ensure the mattress stays in great shape.   The policies are signed acknowledgments at the point of purchase.    It looks like you did return the Queen Panel bed set on August 1st and reordered the King size on the same day.   The King set was delivered on August 8th.   I know you had a conversation with our General Manager Kathy about a refund of a restocking fee, however, we are unable to provide that due to our guideline stated earlier. 

  We hope you enjoy your new King bedroom set and once again we're sorry your shopping experience wasn't what you expected. 

   

  Sincerely, 

  Kevin

  Customer response

  08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22135923, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I want the queen mattress returned and reimbursed. Had I been told if the bed cover I would gave bought it. 
  

   

  Regards,
  
  Jacqueline Scott

  

  Business response

  10/07/2024

  Jacqueline, 
      We are apologize for any miscommunication and or misunderstanding of our return policy for the products ordered.   The mattress protector policy is part of our explanation during the sale process to ensure the mattress stays in great shape.   The policies are signed acknowledgments at the point of purchase.    It looks like you did return the Queen Panel bed set on August 1st and reordered the King size on the same day.   The King set was delivered on August 8th.   I know you had a conversation with our General Manager Kathy about a refund of a restocking fee, however, we are unable to provide that due to our guideline stated earlier.  We are sorry we will not be able to return your Queen mattress. 

   
  
  Sincerely, 
  Kevin

  Customer response

  10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22135923, 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,
  
  Jacqueline Scott

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2022 I bought a sofa/chaise sectional to replace our old sofa as we prepped for having a baby. We paid for the extra VIP+ Care plan just in case. In mid 2023 we noticed the seat starting to rip. By November the hole was big enough to be a problem and was a growing safety concern so we contacted Steinhafels to use the repair plan we paid for. It took from the week before Thanksgiving 2023 to February 2024 to even get a date set for someone to come look at it. They no call, no showed. Several weeks later we finally got someone out to look at the damage then say the parts needed ordering. We were given an estimate of ***** weeks for the parts to come in. A few weeks later they did. We scheduled the repair to be done. While the repair man was out he realized he didn't have the hardware and couldn't get ahold of his boss to get the go ahead to purchase what he needed. We had to reschedule again. A couple weeks later he was back, still didn't seem to have everything he needed, but tried the repair anyways. This was perhaps April or May by this point. Immediately it seemed to sag, but it was technically fixed. Now it seems the sagging is worse. It looks bad, it's difficult to get out of, and there is a part near the bottom on the front where the staples and wood can clearly be seen. I have contacted the company again with no response yet. Given that we paid extra to have the option to fix it we would like it either done right or a sufficient replacement as this has all been a huge hassle and stressor for us.

  

  Business response

  07/22/2024

  ******, 

  We are sorry that your ***************** set is not as comfortable as once you first received it.   We noticed that through the ****************** that the parts were on order for the decking of the *** and LAF sofa set.   No cushions were replaced at that time.   The sagging could be from the loss of the seat cushions.   We have contacted ServeCo to contact you and get the repair started to either order seat cores or send a service technician back out to inspect what is truly happening with your set.    You should receive a call by this week's end to get it started. 

  Thanks for your patience. 

  Sincerely, 

  *****

  Customer response

  07/22/2024

  [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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a reclining couch (w/heat) 3/2023 and an extended warranty that we paid additional for. ($2574.94). The couch was inferior (during initial warranty period) and a repair man (****) came out 1/10/24 & stated he made the repair. Shortly thereafter, another Steinhafel repair person came out & identified 4 issues that he would have to order parts for. Calls were made to Steinhafel 3/4/24 & 4/4/24 (****), 4/25/24 ********************* 5/16/24 & 7/10/24 (****). They stated that they are still waiting for one of the 4 parts needed to repair the couch. I asked if my warranty would be extended for the time that I have been waiting for the repair since I have not had the use of my ********* was told by ****: "no, that's not happening." I asked to speak to a Supervisor & was told by **** that he is a Supervisor so I would not be allowed to speak to anyone else. I requested to return this poor quality, substandard couch & credit my credit *********** stated, "that's not happening." ************, my only option is to "wait for the 4th part for the repair" despite the fact that I have not had the use of the couch for all of these months. Please assist.

  

  Business response

  08/19/2024

  Thank you ***** for your feedback on the service order for parts - I do see we were able to get a Return Authorization for it as the delay in the parts were going to be too long.   I see we contacted you on 8/12 and you reselected on 8/13  0813430PW79 for a different item.   Delivery was completed on 8/16. 

  I hope you have many years of good use of your new loveseat. 

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer response

  08/19/2024

  [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

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a LX-*********************************** base and mattress pad for $3,777.89 on 1/1/24. The mattress we bought was based on what we laid on in the store. During that time the salesperson mentioned that these have been in the showroom about 10 yrs. The bed was hard as a rock, and I wasn't going to wait *************************************************** the store. We paid $600 for restocking/exchange fee for a C-Class Plush mattress ********* on 2/4/24. In 3 months, the mattress had a 2" indentation in the lower back and bottom area. We filed a Warranty claim that included pictures and measurements. A replacement was approved but we have to pay $149.95 warranty processing fee. At this point is when I decided to ask for a refund, I don't feel that I should have to pay $149.95 for a defective mattress and I don't agree with the terms they have. they don't state what they are to agree and schedule a delivery. I called to ask for a refund. I've been told a few different things like you can't return it because we didn't buy a mattress pad with this order. I bought a mattress pad, and nobody said I needed to by another one for the replacement. They said that the managers are going to tell you the same thing when I asked to talk to the managers. I'm still waiting a return call from managers and continue to get emails to pay or it's subject to cancellation. I don't want to deal with any possible defects with new mattresses and just want a refund for the mattress of $3000.

  

  Business response

  07/08/2024

  *******, 

  We are sorry to hear about your mattress - we are working with the manufacturer and will be in contact with you on providing you with the desired refund of the mattress.  One of our agents will be in contact with you early this week to schedule the pick up of the mattress. 

  Thank you for your patience in this situation. 

  Sincerely, 

  *****

  Customer response

  07/08/2024

  [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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/24/24, I ordered a table and chair set from Steinhafels in ************ from salesperson, *************************. I was to wait a few weeks, however it was 7 or 8 weeks. The items were supposed to be delivered yesterday from *********. I received many texts/emails to make sure I was present or I would have to pay a fee. I was of course home all day and the delivery guys said that some of the items are damaged in shipping. The guys who loaded the truck didn't secure the table or some chairs and they were not properly covered with moving blankets. The delivery guys brought some of the chairs in and didn't bring them all in because of the damages, the table was also never brought in because they said it was extensive. I found damage on a chair that they said was good, so they took the table and chairs back and they left. I was told that they would call me in a couple of hours... I never received a call or email. I tried to call customer service and they didn't really care, just said I had to take the doctored furniture and deal with the condition that they are in. I agreed to pay for new chairs and a table set, not used or beat up furniture. These items totaled to $5177.37. These are not cheap items. I also tried calling the store, however the calls get rerouted to the customer service ***** The sales rep *************************** called me today (per my email) and she laughed and said I was stuck, then hung up on me.

  Customer response

  07/16/2024

  They still have the products and my money. They dont seem to care when I try to contact them; I get the run around. They say that they will look into things or call me back. Theres still no communications from them. They send me automatic emails that I have to setup the delivery delivery was setup and thats where the problem started. They loaded the truck with no protection for each furniture piece and thats how it got damaged.

  I was told by the area manager that I just had to deal with the damaged items. I told him that was not the agreement, I would pay over $5200.00 for a table and 4 chairs for brand new items not used, not damaged, not like new. He didnt like that response and told me that I had to just accept them. That wasnt the agreement.

  The sales *** laughed at me and hung up on me.

  

  Business response

  08/19/2024

  *******, 

    We are sorry this has taken this long to resolve for the damaged items, however, all of the items have been filled now to your orders 0524432AX68A and 0524432AX68B.    Please give us a call to reschedule the delivery of the set.   ************   OR you can schedule through our website. 

  Thank you again for your patience. 

  Sincerely, 

  *****

  Customer response

  08/19/2024

  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.

  I do not want to close this yet until I inspect the table and chairs. I understand that they ordered a new table, however they doctored the chairs. The problem is that I ordered brand new items, regardless of what their website states or what the invoice says. I did NOT agree to any of these policies because the sales lady just wrote a line where I should have signed. I did not agree to any of it. They don't have my signature. You can't just tell someone know after an agreement to check out their website. That's not how agreements or contracts work... special order or not. If the chairs are not to my liking after inspections, then I will proceed to small claims court. This company has taken long enough to deliver such items and I still am out of the money and still out of the product. 

  Thank you for your time and effort BBB!!! I greatly appreciate it.

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

  Customer response

  08/19/2024

  I just received an automated email today from Steinhafels, however the email is just for the table. Do you happen to know if they are ordering new chairs?

  I paid for the table and chairs, I still have nothing. I dont want to blow up your email, however I will forward the latest email from Steinhafels.

   

  Here is what I have

  This is the most recent email.

   

  From: Steinhafels <customerservice@steinhafels.com>
  Sent: Monday, August 19, 2024 7:02 AM
  To: ********************
  Subject: Steinhafels - Order Ready: Please Schedule Delivery

   

  		Furniture Locations My Orders
  		Order: 0524432AX68B Customer: 356160

   

  Your product has arrived at our Distribution Center! Schedule Delivery You may view your order history anytime atwww.steinhafels.com/account Delivery Address ***************************** *********************************************************************** ************

  Qty Item # Description 1 S11403286 Wood Top Table 4242

  If the above information is not correct or if you have any questions or concerns, please don't hesitate to contact us.

  Customer response

  08/27/2024

  I was told that a brand new table and chairs were ordered and ready for delivery. I contacted **************** and spoke to *******, however she was new so she transferred me to a Supervisor, *******. ******* scheduled the new furniture delivery and assured me that if I took off of work to receive the new items, that I would be receiving a new table and 4 new chairs. Steinhafels changed their delivery time on me, however I still waited to receive the items. The delivery guys arrived and didnt have the table, that I was assured was going to be arriving and be brand new. The chairs were the same chairs that they damaged in transit/delivery 1. I took pictures of the damaged chairs (no table was present) and sent them with the delivery team. I received a call from the Area or District Manager, *************************** *************) (who has been zero help from the beginning) and treating me like this is my wrong doing. I didnt damage the items but he continues to tell me that I have to deal with it and accept the damaged items. I told him that was not the agreement when I made the purchase. He reminded me that I agreed to accept any items that come in any condition because it was ordered. I kindly remuinded **** that I did NOT agree to these terms, I would like to see these terms and a signed copy. I did NOT sign anything at Steinhafels and therefore he could NOT provide me such copy. I also reminded him that if I have signed an agreement, its it a law for me to receive a copy? He then said its on the website. I did not place my order on their website, I spoke to the salesperson and she drew a line where the signature goes.

  **** told me that they would accept the return and Id be charged a 30% restocking fee for their errors. How does that make sense to a consumer?

  I gave them several attempts and they not only continue to lie, waste my time but now they are making it seem like I am at fault and damaged the items. Steinhafels is showing their true colors and earning their poor reputation with poor ratings on ******* TrustPilot and the BBB.

  

  Business response

  08/30/2024

  *******, 

    We apologize that this process of receiving your table set to your satisfaction has taken this long, however,  your complete set is available to schedule delivery.

  Sales order 0524432AX68B and 0524432AX68C.   The table was replaced by the manufacturer and the chairs were touched up to factory standards.  As we want you to be completely satisfied with your product - once delivered you can inspect your set so it meets all factory standards. 

  Please give us a call *************) to arrange delivery to accommodate your schedule. 

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer response

  09/03/2024

  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.
  
  I was told that a new table was ordered and new chairs were ordered as well. Then it was changed to new chair legs only. The last delivery attempt, I was told that the chairs and table will be delivered together. The table was not on the truck and only the previous existing condition of the chairs were attempted not new chairs and not chairs with the new legs. I think they are trying to wear me down and they just kicked the chairs to the side and make me wait; then redeliver he same ones. I have attached new pictures for you to decide for yourself. You will also see no table to be found and the delivery driver saying that they will issue a refund.How long is too long this to be resolved? We are going around in circles. (One video is too big, I can attach it to my ****** Drive if you would like or if you have another way of receiving larger files)
  
  Can I ask you a question? Why should I settle for used/like new or damaged items when I have paid for NEW items? Why do I have to pay a restocking fee for items that I didnt even damage? When is enough enough? I have taken off several days of work already just for more lies and the run around from Steinhafels.
  
  Regards,
  
  *****************************

  Customer response

  09/16/2024

  I received a full refund because of the work from ************************* from the Office of The Illinois Attorney General.

  Steinhafels did not want to refund anything or deliver the product. They wanted to charge a restocking fee, however ***** made them issue the full refund and do the right thing.

  
  

*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. ↩