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Description

This company offers the retail sale of furniture for all areas of the home, mattress sales, patio furniture, lamps,  and a large selection of room decor items as well as offering interior decorating consultations.   Most stores offer a clearance center.   They have 13 locations throughout Southeast Wisconsin which include separate mattress only stores.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Steinhafels Furniture meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Steinhafels Furniture include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 77 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

77 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 3
Delivery Issues 10
Guarantee/Warranty Issues 17
Problems with Product/Service 42
Total Closed Complaints 77

Customer Reviews Summary Read customer reviews

27 Customer Reviews on Steinhafels Furniture
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 1
Negative Experience 21
Total Customer Reviews 27

Additional Information

BBB file opened: January 01, 1950 Business started: 01/01/1934 in WI Business started locally: 01/01/1934 Business incorporated 06/30/1960 in WI
Type of Entity

Corporation

Business Management
Mr. Gary Steinhafel, President Mr. Dirk Stallman, Marketing/Advertising Mr. Steve Steinhafel, Customer Service General Manager
Contact Information
Principal: Mr. Gary Steinhafel, President
Customer Contact: Mr. Steve Steinhafel, Customer Service General Manager
Business Category

Furniture - Retail Mattresses Interior Decorators & Designers Furniture - Outdoor Furniture Stores (NAICS: 442110)

Alternate Business Names
Steinhafels Furniture Steinhafels Furniture Superstore Steinhafels Mattress Steinhafels Mattress Store Steinhafels, Inc.

Customer Review Rating plus BBB Rating Summary

Steinhafels Furniture has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1048 N Port Washington Rd

    Grafton, WI 53024

  • 18895 W Bluemound Rd

    Brookfield, WI 53045

  • 2164 W Beltline Hwy

    Madison, WI 53713 (608) 288-5000

  • 2500 Milton Ave

    Janesville, WI 53545 (608) 237-1195

  • 2751 N Mayfair Rd Ste B

    Wauwatosa, WI 53222

  • 429 W Silver Spring Dr

    Glendale, WI 53217

  • 4750 W Grande Market Dr

    Appleton, WI 54913 (920) 733-1000

  • 5000 S 76th St

    Greenfield, WI 53220

  • 7001 118th Ave

    Kenosha, WI 53142 (262) 857-2100

  • 7333 Mineral Point Rd

    Madison, WI 53717

  • 8400 W Layton Ave

    Milwaukee, WI 53228

  • 8401 W Capitol Dr

    Milwaukee, WI 53222

  • 85 East Towne Mall

    Madison, WI 53704 (608) 237-1199

  • 9191 S 13th St

    Oak Creek, WI 53154

  • N93W16677 Falls Parkway

    Menomonee Falls, WI 53051

  • W231N1013 County Highway F

    Waukesha, WI 53186 (262) 436-8888 (866) 351-4600 (262) 436-4600

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a couch in February. It is broke already. I have contacted them 3 times via online, both on the contact form and through customer service email, and have never heard a response. Not to mention, the screwed up our delivery and was promised some sort of compensation for all our troubles, as our order had to be shipped on two different days because of their mistake, and I ended up having to take another half day of work off. (Loss wages) and the manager never called me back. We never received any sort of compensation. Before that I spoke with a different manager because they had messed up our financing and she said she would call us back shortly and we never heard back. I called back and they were closed. They have very very poor customer service. The sales people at the Appleton store are wonderful, but everyone you talk to on the phone is awful and they do not want to help.

Desired Settlement: I would like my couch fixed (soon) and done on my half day, which is Thursday afternoon that I am available. I would also like the compensation we were promised for all our troubles.

Business Response: We apologize if we have not responded to this customer's issue with her sofa. We looked on her account and could find no notes or calls to our customer service department letting us know we had an issue we needed to fix. We also looked for emails from SMARTELL@CHARTER.NET to our customer service department and could not find any. Its possible she may have emailed or called an individual at our Appleton store and got no response. If that was the case, we apologize again. We would have no way of finding a record of that. We want to get her issue fixed ASAP! We left a message for her today on ###-###-#### to let her know we have her booked for service at her home on Thurs 7/21. We have also asked our tech to go after noon as she has requested. We are hoping to hear back from her to confirm this appointment. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

******* ******

7/14/2016 Problems with Product/Service
6/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a 5 piece bedroom set in the beginning of may 2016. They delivered 4 pieces in late May. They took back the fifth piece because it was damaged upon arrival. We were told we could call back and get this deliver3d once it was restocked. It has been restocked for weeks, but I have yet to get a hold of someone that can get this delivered. I am beyond fed up with this company.

Desired Settlement: I would like this piece delivered asap. Ithanks has been over 7 weeks since we ordered the set. Additional store credit would also be nice for my dissatisfaction and time wasted with this issue.

Business Response: 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.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,
******* *********

6/21/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 04/17/2011 I purchased bedroom furniture from the Store Sales Lead, ***** *****. ***** recommended I also purchase the 5 Year Protection Don't Use Don't Lose It package. Normally I do not purchase these types of offers but ***** said if I did not end up using it, I would get my $236.99 back. I just had to remember I had purchased it and then contact the store and I would receive my money back. I called the store this week and was told this was an "in store" credit only and I had to purchase from the local store. I now live in Florida now and ***** never said "in store". I have all of my documents from the sale for all of the purchases we made, bedroom set, mattress, lounge, etc. We have been long time customers and I know I would not have purchased this if it were an "in store" only offer. This is pure "bait and switch". I would like to see documentation from the store where I acknowledged this would be a "in store" credit vs. cash?

Desired Settlement: I expect nothing less than a check to us for the $236.99 I spent on this 5 Year Protection offer. I am likely owed any interest as well, however the $236.99 is the minimum I will accept. Clearly games are being played and I will not allow this to happen to me when all I did was spend money with which I thought was a trust-worthy business. If they need documentation I am more than ready to provide to the BBB or the State Attorney's office.

Business Response:

We represent our Guardsman "Don't use, don't lose it" program as follows on our website and in our stores:

If you do not require in-home service, or require any other services offered by your 5-year service plan on your furniture during the life of your plan, you will be issued a full store credit equal to the price of your service plan. This credit can be used towards a future purchase of any new furniture up to 90 days after your service plan expires, excludes accessories and rugs.

http://www.steinhafels.com/service/guardsman

This customer was issued a gift voucher in June of 2016 for an amount of $236.99. If this customer mails back the voucher, we will accommodate him with a refund. We do not seek to misrepresent this program.

He can mail the voucher to;


Steinhafels Corporate Office

Consumer Response:

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 informed the voucher was sent to my old address in Gurnee when I called last week.  We now live in Florida so getting the physical voucher is impossible.  How do we receive the cash as promised?  Thank you.


[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ****

Business Response: We will process this customers refund ASAP due to the fact he never received the voucher and has relocated another state.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Please mail to **** ****** **** ****** ******** ** *****


Regards,

***** ****


5/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a leather couch and loveseat on order# 0902208HZAM at the Steinhafels Kenosha store in 2012 from ** *****, the "Store Sales Lead". He offered the Guardsman protection plan to us with the assurance that if Guardsman could not repair any damage to the furniture, that it would be replaced. We reasoned that this protection was worthwhile and accepted it, and Guardsman sent us policy# 20946955. We noticed damage to the back of the couch, and I called Guardsman on 4/7/16 to put in claim# 11456643. The customer service representative asked me where the damage was, and I said that it was on the back of the couch above a horizontal seam. I subsequently received an email from Guardsman saying that "seam separation" was not covered under our policy. I called Guardsman to clarify that the damage was not seam separation, as the seam is still intact, but above it. They said I would need to speak with a supervisor, and with none available, they would call me. Hearing nothing more from Guardsman, I called Steinhafels customer service and spoke with ***** ****** regarding the couch damage. She suggested sending her a picture of the damage, which we did showing the horizontal seam still sewn together and intact with the damage clearly above it. After several more emails and phone conversations, ***** said Steinhafels would send me a check for the initial premium for the Guardsman plan. I said I didn't want a refund but wanted a representative to come out and inspect the couch to get it repaired, and have the coverage continue on both the couch and loveseat until the agreed upon 2017. A few days later Steinhafels check# 61474 arrived in the mail for $216 which was approximately the original Guardsman premium plus sales tax. We frequently shop at Steinhafels and are aware that they still carry the identical couch from the same manufacturer. Steinhafels is attempting to wash their hands of their responsibility regarding their supplying this repair contact by sending me a refund check. They are not showing “due diligence” by trying to resolve this damage issue with Guardsman, but instead attempting to simply terminate the contract and any future benefits we might have with it. We accepted the contract offer based on what their “Store Sales Lead " told us in 2012 as being knowledgeable. We want them to repair or replace the existing couch as we were promised, and the balance of the contract to be still in force for both pieces of furniture until 9/2/17 as agreed since we are still prone to additional damages.

Desired Settlement: Repair or replacement

Business Response:

We will be contacting the customer to set up a service technician to assess the situation. We want to see if this can be repaired for this customer.

Thank You,

Steinhafels


5/20/2016 Problems with Product/Service
5/12/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Merchandise was ordered and we were informed that several pieces were not in stock until 4/28/16. We requested delivery on 5/8/16 after our sales associate ******* **** at Steinhafels Furniture at 8401 West Capitol Dr, Milwaukee, WI 53222 promised its availability in its entirety. This included Order #0402602HOUR, #0402602HORF and #0402602HOTD in a total amount of $2354.92. We were advised that someone would call on 5/6/16 to confirm the delivery appointment for 5/8/16. We received no such call on either numbers we provided. Concerned we reached out to Steinhafels Customer Care @ ###-###-#### to confirm our delivery on 5/8/16. We were informed that although several pieces of furniture were available for delivery, several others were not going to be available until late May. This is certainly not acceptable as timing is of the essence. We requested immediate delivery of the pieces that were available, but were informed that delivery would not be possible of these pieces until 5/10/16 however due to our work schedule, we scheduled delivery for 5/14/16. The remaining pieces are supposedly going to be available "sometime at the end of May". It is not acceptable to make promises of delivery and not keep them. Steinhafels expects payment for their furniture up front, but has failed to deliver on their promises and offers inconsistent and soft "we'll see what we can do" answers for their lack of ability to deliver.

Desired Settlement: If we had known that Steinhafels was not going to follow through on their end of the deal, we would have taken our business elsewhere. We now do not have a proper place to sleep due to the failure on behalf of Steinhafels to deliver their product as promised. We are required to be out of our current residence by the end of May and not having our furniture significantly delays our ability to move. We paid for our product as requested up front and in full -- we held up our side of the deal. Steinhafels unfortunately has not been able to hold up their side of the deal and we were offered little to make it right and still don't know when our entire order will be delivered. We are asking that Steinhafels make good on their side of the deal and deliver our product in full as promised. In this business it is not acceptable to inhibit the customer based on their inability to deliver.

Business Response: We apologize to our customer for the inconvenience of waiting for their order.  Arrival dates are based on the latest shipping information from the manufacturer. Their delays are frustrating when they occur and they happen for many reasons. We are in regular communication with the manufacturers and work hard to expedite shipping.  We will notify our customer when their order is received in our warehouse. They are important to us and we appreciate their business!. Our goal is for them to enjoy their new furniture as soon as possible. We have also given them a 10% price adjustment for the delay. this will be refunded to the credit card they used to make their purchase

Consumer Response:
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. I still expect that all items will be shipped as promised.

Regards,

******* ** ********

5/5/2016 Problems with Product/Service
5/2/2016 Delivery Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I told him I wanted $200.00 off so I can repair the damaged floor and the $20.00 that my wife gave the drivers for a tip and also to replace the broken dresser on our time not when they have availability.

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

4/30/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want Steinhafels to honor the Guardsman Protection plan that they sell. The protection plan is suppose to provide a store credit for the cost of the original purchase.

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

Consumer Response:

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.

Attached is the original complaint that was submitted to Guardsman. The cracking/peeling bonded leather is only part of the issue. The frame of the sectional is also broken in more than 1 place (I provided pictures). Guardsman claims that they WOULD cover the broken frame, but that I did not file the signed paperwork to them my mail in their required time frame. The printed paperwork clearly states that I have 30 days to submit the paperwork. This form is generated by completing the online form. I completed the forms online on 3/23/2016. I mailed the forms to Guardsman on 3/24/2016. Guardsman confirmed receipt of the forms on 3/29/2016. Guardsman claims I only had 30 days from my initial phone call (2/26/2016) to submit all paperwork to them. They claim it was received on 3/29/2016--6 days in the mail from Wisconsin to Michigan (I find that convenient for them). My complaint has been that no where on the forms or the email did Guardsman say that I had 30 days to have the paperwork in their office from the day I called them. They count the day I called them as day 1. I did not submit paperwork that day. I was told I would need to fill out their claim form which they would email to me. They sent the forms after 5pm on a Friday. The deadline was not on any forms until I filled out the online forms (on 3/23/2016). They confirmed receipt on 3/29/2016 (7 days later). 

Interesting that Steinhafels is willing to refund the amount that I paid for their protection plan, which very clearly states on the receipt is a "5 YEAR PROTECTION PLAN." Now they claim that there is only a 1-year warranty, misleading to be selling a 5-year protection plan if they only want to cover a year. I would NEVER had made this purchase knowing what I now know about Steinhafels.


Regards,

***** *******

Business Response: We acknowledge and apologize for this customer's frustration, however The Guardsman 5 year protection plan this customer purchased is separate and unrelated to the manufacturers one year warranty. We do not have any control over Guardsman claims approvals or denials. Guardsman has their own policy of how claims need to be filed and what is covered and not covered. This customer should be filing their complaint against Guardsman if they are in disagreement with the their filing deadlines. Steinhafels Furniture again has no control over this. Steinhafels is simply trying to offer this customer a refund of their Guardsman plan if they are not happy with the coverage or policy for filing claims. We still will offer this customer the refund, and will wait for them to let us know if they would like us to go ahead with it.

4/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased two sofas from Steinhafel's in September, 2011. We specifically asked our salesman for sofas made in the USA and we also wanted good quality leather. Our salesman assured us that we should go with "bonded leather" sofas because it was much more durable than leather. We also bought the Guardsman protection policy plan for 5 years. Our salesman duped us into believing that anything that happened to the fabric would be covered under this policy. The protection plan was 10 percent of our bill and if we made no claims during the 5 year period, we would get a store credit for the price of the policy. After a two years, we started to notice fine cracks appearing throughout both sofas. All of those cracks now are peeling. We found out that bonded leather isn't even leather (it's as thin as tissue paper) Our so-called leather couches now have yellow blotches the size of baseballs as the result of continual peeling. The Customer Service Manager, Steve told me that there is nothing they can do since the couches are "too old". He said if this happened within a year from the purchase date, it would be covered, but this is just ordinary "wear and tear." We had a sofa set for 14 years which we purchased from Lazy Boy and I can tell you, I never had any issues with tearing. I keep my sofas covered and have not pets. This is not ordinary "wear and tear." When two sofas cost close to $2,000, we expected them to last a lot longer than a few years. Also, the couches were made in China, sold by *********. However, on the ********* website, they advertise that they are "crafted in the USA." http://www.*********.com/UserPage.aspx?include=Warranty.inc We were lied to by their saleman.

Desired Settlement: We would like to have these sofas replaced with material other than bonded leather or a refund.

Business Response: We apologize for this customers experience with his furniture. ********* furniture had a one year manufacturer warranty on the sofas this customer purchased.  The furniture was delivered to this customer on Sept 11, 2011. There is no warranty left. The Guardsman protection plan protects the customer against single incident occurrences of accidental damage. This plan did not protect against an accumulation of wear and tear on the furniture. We will not be able to replace or give this customer any credit for this furniture.

Consumer Response: 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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

Business Response: We apologize again for this customers experience and acknowledge his concern. We must repeat however that ********* furniture has a one year manufacturer warranty on the sofas this customer purchased.  This customer's furniture was delivered to him on Sept 11, 2011. The Guardsman protection plan protects the customer against single incident occurrences of accidental damage. This plan did not protect against an accumulation of wear and tear on the furniture nor did it cover any cracking or peeling of leather material.

Consumer Response:

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 to be NO offer from Steinhafel's . The two sofas are NOT peeling from the accumulation of wear and tear but a poor product sold to us by a POOR furniture vendor and salesman who sold us a warranty that doesn't cover anything !!!!!!!!!!!


[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a full size mattress and foundation in November 2015. In December I started noticing a dip in the middle of the mattress. I called and spoke to a Bill Wicks who said he would set up an appointment for a Steinhafels service technician to come out to make that assessment. That happened in March, and the technician found that there was a one and one-half inch dip in the middle, he recommended that it be replaced. I was contacted that I had 30 days to replace it with another Steinhafels mattress. Steinhafels makes only a one sided mattress and I asked the store manager Chad Wyman if I could apply the $781 store credit towards Steinhafels making a two sided mattress for me, ( because they do make their own mattresses), he said no. I told him that I don't find the quality and durability of Steinhafels mattresses to be worth the money and that I wanted my money back. Chad said that won't happen but I could use the $781 store credit on anything else in the store. I am a 66 year old woman that lives in a 2 bedroom apartment. I don't need any more furniture I need a good quality and endurable mattress that will probably last as long as I do. I do understand IF I had changed my mind about the mattress being too firm or being too soft and wanted to returned it then I would have to deal with any store stipulations and a sore credit, but I bought a mattress that proved to be inferior, constructed poorly and now Steinhafels wants me to pick a replacement but will NOT stand by that replacement when they said "this replacement is FINAL WITH NO RETURNS approved and paid for by Dreams under a warranty agreement. Seinhafels 120 nights sleep guarantee DOES NOT APPLY". What a win,win situation for Steinhafels. They make a poor quality mattress, do a marketing price mark up to sell it at half price, then give the consumer no warranty, and never are obligated to give the money back. This is not the kind of business that want customer satisfaction and repeat customers.

Desired Settlement: To have my money invested in a good quality, well constructed mattress that will last more that 3 month, perhaps even 10 years, and Steinhafels has not, will not and can not provide that to me so I would want my money returned to me , not a store credit.

Business Response: We apologize if this customer feels we are not providing her with good options. Regarding her statement that there is no warranty on a replacement mattress, she is mistaken. She will have a warranty on any new mattress she chooses. She can also select any mattress by any manufacturer in our assortment and use her $781 credit towards the price. In addition, even though we normally don't offer a 120 night sleep guarantee on warranty replacements, we will make an exception for her and give it to her on the mattresses she selects. We again apologize if we have caused any inconvenience.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

******* *********

3/23/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a "transformer" couch in June of 2015 from them. We took delivery in August of 2015. 2 weeks later the reclining mechanism on the left side of the couch. We called for repair. They came out and "re-bent" it back. The next day it bent again. THey ordered a new mechanism and installed it 6 weeks later. 2 weeks later it bent again. They came out in December to look at it again. They determined it was bent (again) and ordered another unit. I talked to the Service Manager who said "we are not in the practice of replacing pieces of furniture. We will continue to fix this" It is now March 20th. We have not had our mechanism replaced. Everytime we call we get a call center who says if it is not there in 2 weeks please call back. At this point we have had a couch for 8 months that we can not use, but yet we are required to pay for it.

Desired Settlement: We would like to get an exchange for a couch that was made correctly. Obviously after bending 2 mechanisms from just using it. something it not built right in this couch.

Business Response: Today we emailed this customer and offered to allow them to either exchange the sofa for the same style or re-select a different style.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. I am just waiting for confirmation from them as to what is being done since the couch is part of a set.

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

2/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This started with we bought living room furniture from them and purchased a 5 year protection plan. We contacted them about our furniture that was peeling apart and punctured after we had just spend $5,200 on bedroom furniture and they refused to do anything about the living room furniture. We then decided to return the bedroom furniture that was still under the trial time and they picked it up. The are saying that we never returned the mattress protector even though we have signed that they picked it all up. They are refusing to refund us the money for it when we no longer have the mattress protector. I am also still trying to get my living room furniture taken care of because it is only 3 years old and I should not have to buy new furniture because it is peeling apart and punctured. We also have voice recorded them telling us that it was covered under the protection plan. Also the manager Rick had told us that he would get back to us about getting it taken care of and he has yet to call me back or respond to me. This is very frustrating and I don't feel that we should have to deal with this.

Desired Settlement: I would like for my living room furniture to be repaired or replaced and would like a refund for the bedroom furniture.  Thank you! 

Consumer Response: I would like for my living room furniture to be repaired or replaced and would like a refund for the bedroom furniture.  Thank you! 

Business Response:

Regarding the bedroom and mattress set, this customer returned the items to us on Jan 30, 2016. They received credit for everything except a mattress protector that we could not find with their return. They however are stating they returned it. In the interest of resolving this complaint, Steinhafels will issue a credit to them for that as well. That will be for 116.27 plus tax. Since this purchase was originally financed. the financing company Wells Fargo has been notified to cancel the financing. A refund for 248.37 has also been processed to the customer's VISA account for the money they put down.

Regarding the 3 year old leather furniture, it is out of the manufacturer one year warranty. The guardsman protection plan they purchased with this furniture does not cover cracking or peeling of leather. Its a protection plan that guards against incidents of an accidental nature. This furniture is not returnable.


2/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I was looking into purchasing a table that was more than I wanted to spend I specifically asked about the financing and wanted to make sure that it would not be equal payments. I even asked to have the financing longer than 24 months since another associate informed that they did offer 36 months even though this sales associate didn’t think so. The sales associate called a manager and was told that I could have the 36 month financing and confirmed that it would not be 36 month equal payments. I was clear as I could not afford 100.00 a month but I could afford a percentage of the balance that would need to be paid each month and as long as I pay the principle balance off by the end of the 36 month I would avoid deferred interest and the sales associate stated that is correct even though she could not provide me specifically with what my monthly payment would be. I feel like this was deceptive as when I called today Steinhafels customers service the service rep. informed me that it has always been equal payments and that there is nothing that she can do about it. Again I feel like this was deceptive sales techniques which now put me into a tough situation having to pay 100.00 a month where I thought it would be more around 50.00. Shame on Steinhafels but you got your sale and that is all you care about. I am an educated man and I work for a bank so I know how financing works and I specifically work with our compliance and risk department.

Desired Settlement: I would like to have the term increase to lower the payment or have what I was promised a 36 month term with a percentage that is due each month with deferred interest. As long as I pay off the balance before the end of the term no interest will be paid but If I am unable then I understand that I will pay all deferred interest.

Business Response: The finance plan this customer signed was for 36 equal monthly payments. We apologize if there was any misunderstanding that we may have caused with their terms. In order to resolve this complaint we are asking the finance company, Wells Fargo to switch the term to 59 equal monthly payments. There was no plan with the same or longer term that offered minimum monthly payments. Wells Fargo can take up to 2 months to reflect this change. By making this change we hope to make it easier for our customer to afford his payments.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,
*********** *******

2/18/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service
2/3/2016 Guarantee/Warranty Issues
1/31/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Sofa Purchased in late October is coming apart at the seams. They scheduled a service call, then cancelled, a confusing mess. When we contacted service, again we were told that there would be a trip charge, etc. When we bought the sofa, they just said we couldn't return it if we didn't like it. We were explicitly told that the manufacturers warranty still applied, verbally and in writing. Steinhafels refuses to honor that.

Desired Settlement: Repair of seams.

Business Response: This individual is referring to an As-Is sofa purchase they made in Oct 2015. The item was purchased by them out of one of our clearance centers. It was clearly disclosed on the price tag and on their receipt that they were purchasing the sofa in an as-is condition with NO SERVICE / NO HOLDS / NO RETURN / NO WARRANTY. We offer service on out of warranty items for a $59.99 trip charge and a $65 repair fee. This option was offered to this individual but they declined. We researched their claim with the sales associate who entered their purchase, and he claims he never made a verbal or written promise of a warranty on this sale since he is a manager in our company and is aware of our policy on as-is clearance center furniture. If this customer would like to send us photos of the condition of their furniture and where the seam is opening up, we can assess the problem and decide what options we can offer them. They can send photos to kevinp@steinhafels.com. The customer also should also give us their customer code off their receipt on the email.

Consumer Response:

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 have in writing from their customer service department that the factory warranty applies.  They even had an appointment setup, then proceeded to cancel it.  We understood there were no returns, etc.  We're not asking for that.  We certainly didn't know the factory warranty would cost 130 dollars for a needle/thread repair.  The issue is the quality of the furniture and short time we've owned it.  Steinhafels may see this as "sticking to their guns", etc.  We see it that we got a subpar product and are making a reasonable request to fix (not return, not money back, etc).  I even offered to pay for half of their service call, which  they summarily declined as "we can't do that".  We believe that was reasonable.  The customer service "manager" was especially unhelpful and condescending.  Information including pictures have been forwarded to ********************** for review.

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

Business Response: We received this customer's photos of the sofa. We are in the process of creating a service order and reaching out to him to schedule a technician to repair the seams which have opened up. We will do this as a courtesy repair at no charge to the customer.

1/20/2016 Problems with Product/Service
1/16/2016 Problems with Product/Service
1/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a new Bernhardt sofa from steinhafels in November 2014 and have been trying to resolve issues seen with the sofa since we purchased it. We purchased the extended warranty offers and were told this was a quality piece that would withstand daily use, even with children. Issues were immediately seems with feather loss in the cushions, which steinhafels did replace several months later. The polyester fabric has begun to pill and fray diminishing its appearance. The back cushions are misshapen and look nothing like what they originally did. Our cores which were replaced in June of 2015, are completely compressed and wore out and seem to be of lesser quality than the original cushions. The couch still continues to lose feathers. When sitting in the couch, it is hard to get out of as you seem to sink in making me question the springs and whether they will last for several years. We were told to definitely spend the extra money on an expensive couch to receive a quality product. Steinhafels response is that everything appears as normal. Polyester fabrics fray and pill. Use a fabric shaved. The cushion inserts can be replaced for an additional $80 each. Bernhard offers a 3 year warranty on cushion cores according to their website. The amount of compression of the cushions is comparable to the 6 year old couch we replaced and seems excessive for only being 7 months old. I can send a picture of the couch.I have contacted customer service at least 4 times asking to speak with a manager or someone authorized to do a return but no one will call me back. I feel like we are at a standstill and our concerns are.not being addressed.

Desired Settlement: I would like the amount I paid for the couch to be refunded along with the money I paid for the extended warranty plan as we have been patiently dealing with issues with hopscotch since day 1. We stuck with steinhafels and did not return it as we were assured that any issues would be handled to customers satisfaction.

Business Response:

This customer is concerned that the seat and back cushions don't give her enough support. We have replaced her cushion cores once already and she says they are soft. Customer is also concerned with overall wear of fabric and the look of the cushion. On 12/2/15 our technician inspected the springs and frame and nothing is broken. The cushion cores are soft but he explained that its made with foam cores with down feather blend wrapping on the top. These are plush soft cores. Our tech found nothing defective with this sofa. Its up to factory standards and is behaving the way it normally would with this type of cushion core.

Customer has had her sofa for over a year and we will not be able to let her return it. Customer had a 30 day happiness guarantee where she could have returned it if she was not happy with the comfort. This customer has also been offered an option to order different cushion cores that would be firmer for a cost of 80.00 each for spring down or 40.00 each for spring fiber plus shipping. We would be happy to order her different cores if she is not happy with the ones she has.


Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

This is the response I have received ed. I do not agree with their findings that everything is normal. I have attached pictures of what the couch currently looks like and what sort of compression the cushions have when you so on them. The couch does not seem to be wearing appropriately with its age and will not be usable in 3 years or the length of the warranty. We had Co.e in to complain of the feather loss within 30.days, in which they told us this was normal. We waited several months to see if the feather loss would stop. It did not and a cushion core ripped releasing even more feathers. We have those original I sorta which are now far SUPERIOR to our current state of our cushions. This product will not last as long as the warranty claims it will and I feel like I was lied to and steinhafels continues to not address our concerns. This is an issue they should be resolving with their manufacturer. 

Regards,

******* ******

Business Response: We understand the customer's concerns, however we have addressed them by advising that their sofa is behaving the way it normally would with the type of cushion core that it was manufactured with. We have offered to change out their cores with firmer material and have also advised them of the cost for this. Because of the nature of foam cores wrapped in down feathers, they have to be fluffed up from time to time after the sofa has been used. This is very typical and normal for this style.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Themain issue we have with this is when we bought the sofa we were told it would look spectacular and wear extremely well for years down the road. We spent the extra money on the couch and have had many family and friends tell us how awful it looks for one year old and that we should replace it. We are obviously upset with its appearance and we flip our cushions and fluff them ever week and they go right back to the appearance in the pictures I attached after someone sits down. We are upset that we got sold something that is not what the salesman said it would be, even with the polyester fabric and down cores we were assured this would be a piece that would last. We had the cushions replaced once and the problem is still present.  I have had lane furniture with down cores and was a deep sitting couch and never had this problem.

i don't know what else to suggest at this point besides a return or store credit because even by having the cushions fixed we are still running into the same problem. I cannot see investing any more money into a couch where we already spend a good deal of money and with an unbacked guarantee on the new cushions, with all due respect. It also doesn't help our issue with the back support cushions that won't hold their shape, or would those be an additional fee as well? Again, can't see investing more money in this when I don't trust the quality.

 We have been working on issue after issue since day one, as we were told it would take some time for the feathers to stop coming out, thus going over the 30 day return period. We were again led on by the sales staff to not return it and wereally assured we would work through any issues. Coach has had too many issues and we are sick of dealing with it.

Again, not sure where to go from here since our view on the quality of this couch seems to be quite different. The Madison sales staff should be ashamed of doing business this way. 



Regards,

******* ******

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My fiance and I, both medical doctors, visited Steinhafel's at the listed address to purchase a mattress and possibly a bed frame. The salesman, ***., assisted us with our purchase. He showed us around for 30-60 minutes before my fiance and I decided to purchase an expensive mattress and bed. As we were preparing to, and actually paying, the salesman was disorganized and excusing himself on at least 3-4 occasions for unknown reasons. Finally, my fiance and I paid for both products and left. The bed we purchased was a "special order" bed. At no time did the salesman inform us we could not cancel the order after walking out the door. 4-5 days later I called Steinhafels and spoke with a customer service representative. I don't remember her name, but she quickly addressed my wish to cancel the order for the bed. The cancellation was approved by her. A week later I didn't see the refunded amount so I called back, and at that time was informed by another representative my order could not be canceled. She also mentioned there was "no record" of my call. I was extremely frustrated because I was never told my order could not be canceled, and that a record of my previous call "didn't exist." Steinhafels will argue "the policy is written on the receipt." I would argue it's the salesman's responsibility to disclose that information -- it isn't reasonable to expect a customer to read the bottom of a ridiculously long receipt ahead of actually signing it.. I hung up the phone and called back numerous times asking to speak with a supervisor. In the mean time, I accessed my mobile phone records and found the call I made to Steinhafels shortly after the purchase. When I called back with this information, I was directed to a "manager" (****) who told me she would check if the order could be canceled (even though I had already been told that was not possible). At that time, she said it would have been possible to cancel the order if a call had been "received" a few days after the order as the manufacturer would not have started constructing the bed. She called back a few days later and said the order could not be canceled. I am complaining for 2 reasons. 1. The salesman who was supposed to inform me of this cancellation policy never did. He also lied to a service representative and claimed he did, in fact, inform both my fiance and me he did inform us of the policy. 2. Despite a record of my call, Steinhafels never requested to see the record or acknowledge my call. There was no attempt to make contact with the representative I spoke to despite numerous requests on my part.

Desired Settlement: Steinhafels should acknowledge my initial call and apologize for the massive inconvenience. A full refund should be applied (the 33% restocking fee should be waived)

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

12/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our family purchased a couch from steinhafels and the couch we purchased did not feel like the couch we sat on in the store. At the time of the sale the sales person told us that if we did not like the couch we could return it and get our money back. We decided to return the couch and found an alternative couch. The salesperson we talked to told us that we would have to return the couch and wait for a check to come for the balance owed and stated that we would have to buy the alternative couch separately while being with out the money paid for the first couch. I thought this to be ridiculous so I talked to the customer service person at the front desk. She made some calls and let us charge the new couch against the balance we were owed. This was struggle #1. Now for struggle #2. The refund check for the rest of the balance owed to us has not arrived yet despite the fact we were told 5-7 business days. I called today to see where the check was and was told It would be put in the mail next Tuesday when they send checks out. This will be 2 weeks before it touches the mail system plus how long it takes to get delivered. I paid cash and still so many issues with returning. The worst part about this is that I was warned not to go there by a friend. This only verified that this was not solitary incident. And I can only imagine how many others this happens to who are too busy to write the BBB. Steinhafels get your act together. Fix Problems: 1. Train employees to know what they are talking about. 2. Checks being mailed out for item returns is flat out ridiculous. Cut a check on the spot. I paid cash and now have to wait till corporate finds the time to send these checks. 3. Have some sort of manager in store that has some power at all to handle issues and not use the excuse that it has to go through corporate for everything. 4. Get rid of it has to go through corporate excuse period, and handle it on the spot. Please tell your sales people to explain the ridiculous manner in which returns will be handled. I am sure unless you change your return policy your staff will continue to omit this information due to how many sales and commissions they will lose. I for one will not be returning as well as anyone who hears this story or as many people as I can tell. The fact that you have a day that you send out checks for returns, tells me how you think of your customers.

Desired Settlement: I would like a response of apology and my refund balance.

Business Response: We apologize for any delays on processing this customers refund check and any inconvenience that was caused. Her refund check of $783.27 is being processed and will be mailed to her on Thurs 12/3. The reason we do not give cash refunds in our stores is that we do not keep large amounts of cash in our stores. The majority of our customers use major credit cards or finance their purchases. For security purposes we only keep small amounts of cash on premises in our store locations. We again apologize for this inconvenience. 

12/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had researched entertainment centers over the last 2 months and had looked at Steinhafel's website multiple times. I have bought a lot from Steinhafels this past year after moving into a new home and needing some new furniture. I had previously bought a sauder entertainment center that I knew I'd have to put together, but Saturday I wanted one a little more durable, one I wouldn't have to put together, and one that was a little more money. I had already knew I wanted one of the Cross Island Media centers-*********, and knew how the specifications on their website noted that I wouldn't have to put it together. I was helped and wrung up by a Gary, who is a manager at the Oak Creek location. They didn't have it in stock at their location, and was told it would not be in until Tuesday, so I would most likely have to wait till the weekend to pick it up due to working. I decided last minute to go and pick it up at the Waukesha location and the lady at the front customer service desk was able to switch it for me to be able to do that. I drove 20 miles out to the Waukesha location to pick it up, waited over an hour, (customers arriving after me were receiving their items before me, after asking the dock workers multiple times when mine would be ready they brought over a flat box saying this was the media console I bought. I said no, the one I bought should be pre-assembled, and he had said no this is the way it comes. I was so upset because what you have on your website is false advertising, especially when under multiples items you have customer must assemble, but under the one I bought it DOES NOT state this. I wanted an immediate refund. I went into the customer service pick up office and the girl at the desk refunded me the incorrect amount of the tax. After much thought and disappointed, I went back to the Oak Creek Store because I was upset about the item not being assembled, my time and gas wasted, and the awful customer service I received, I was told again, by Brad and by the General Manager that they could have the item put together for me but nothing more would be done. I have worked in customer service long enough to know that you want to keep customers and go above and beyond to fix any issues, but these managers did not.

Desired Settlement: I would like isdue resolved and for them to take complaints seriously. I would like piece assembled and a resolution made by contacting me.

Consumer Response: I would like isdue resolved and for them to take complaints seriously. I would like piece assembled and a resolution made by contacting me.

Business Response: This customer is correct that our website listing did not mention that the entertainment center is a "customer must assemble" item. We apologize for this and thank her for the feedback. We are correcting the listing and looking through our entire assortment to make sure its noted where necessary. Our store manager offered this customer assembly,  set up and free delivery if she would want to reinstate her order. We normally would charge $95 for delivery. This offer still stands if she would like to purchase the entertainment center. She canceled her order as she states on 11/28.

11/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered some furniture from Steinhafels at the end of August of this year. After ordering, the salesman informed me that some of the items were out of stock and would be delivered at a later date. About 3 weeks later the out of stock items came in and were scheduled to be delivered on 9/20 at 0800. The items were a bunk bed for my children and a kitchen table and an end table. I canceled all my plans for this date to ensure I was home for the delivery as getting the bed and the table was very important since I didn't have a table or a bed for my kids currently. First, I received a call from the delivery drivers that they accidentally delivered the items to my old address and they assured me they would deliver to my current address later in the day. About 6 hours later they called back and stated that some of the items were damaged and could not be delivered but would deliver what they could. Finally, at about 1600 they called again and stated that all my items were damaged and they weren't coming at all. When I voiced my displeasure about wasting a whole day waiting for a delivery that never came, they advised to call the store. I did call the store twice in attempt to speak to a supervisor. Both times no supervisor was available and I left a message for someone to call me back. After not hearing anything for a week, I called the corporate HQ twice to complain about the delivery issue and the lack of customer service I was receiving. The customer service agent I spoke to both times said they would have a supervisor contact me about resolving this issue. Again...I didn't hear back from anybody. I spent $3000 on for furniture from this company and the lack of respect they have shown me is a slap in the face. I would lack some sort of resolution on this matter.

Desired Settlement: Refund

Business Response: We apologize for this customers experience. We are refunding his $95 delivery fee for his inconvenience. Delivery was finalized for him on 9/25/15. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

******* *********

11/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a sectional From Steinhafel's that cost us $9269.05. (This included a guardsman warranty), on 9/13/14 but wasn't delivered until 11/22/15. The sales person advised us that with kids (12,15) and 2 dogs that the warranty would be worth the money. Anything that went wrong would be covered. The couch fabric SNAGS on everything! In less than a year this couch looks terrible. We have a 7 pound Papillion (dog) that I would imagine goes on the couch when we are not home. Did she make some snags? probably. But why would a salesperson sell us a couch that cannot accommodate daily use of a family? She knew we had pets and kids. The kids were with us when we bought it. I emailed and put in a request to Guardsman for warranty repair and was denied. I emailed Steinhafel's and told them I was very unhappy with the couch. They called me ASAP and sent someone out to look at the couch and took pictures. I just received an email from Stenhafel's saying they will not honor the 1 year warranty. WOW. We do not abuse our furniture - we are an active family that probably uses this sectional less than the national average. The fabric of this couch should not be used on furniture that ever plans on getting used. Steinhafel's chooses not to work with us on this?? I haven't even mentioned the feathers everywhere from the pillows, which is a minor but still very annoying issue..

Desired Settlement: We are willing to work with them on some kind of change of fabric of this couch. I don't think that is so unreasonable.

Business Response:

Steinhafels strictly adheres to manufacturers’ warranties. **** *******'s warranty states; Upholstered fabrics are warranted against defective material or workmanship for one year form the original date of purchase under normal care and use. This warranty DOES NOT COVER... fading, piling, shrinkage and is not valid where there is evidence of heavy soiling or abuse such as chemical treatment, improper cleaning or animal abuse.

The Guardsman protection plan does not cover stains or damage caused by animals (beaks, teeth, and claws), except stains caused by a specific incident of pet bodily fluid.

Our technician's report states there was damage to the fabric by pet use. We apologize, however this is not covered under either the Mfr Warranty or the Guardsman plan. Please see attached photos. We will not re-upholster or replace this customer's furniture due to these circumstances.

 


Business Response:

We apologize again if this sounds repetitive or scripted, but this is our consistent position in this matter. We pride ourselves in providing outstanding customer service under our manufacturer's warranties.

This customer purchased furniture on 9/13/2014 and took delivery on 11/10/2014. The furniture is manufactured by **** *******. This North Carolina manufacturer is a reputable maker of fine furniture that Steinhafels has been doing business with for over 40 years.


Steinhafels strictly adheres to manufacturers’ warranties. Manufacturers' warranties cover against manufacturing defects but they do not cover against wear, tear, or damage. King Hickory's warranty on fabric states; Upholstered fabrics are warranted against defective material or workmanship for one year form the original date of purchase under normal care and use. This warranty DOES NOT COVER... fading, piling, shrinkage and is not valid where there is evidence of heavy soiling or abuse such as chemical treatment, improper cleaning or animal abuse.


The Guardsman protection plan does not cover stains or damage caused by animals (beaks, teeth, and claws), except stains caused by a specific incident of pet bodily fluid.
This customer first reported snagging and threads pulling up on 10/21/15. Our service technician visited this customers home on 10/27/15.  His inspection report stated there was damage to the fabric on every seat and inside back pillow by possible pet use. The furniture is being used in some way to cause this.  We have had no other reports of anything like this on the other same sectional groups we have sold in the past 14 months. We apologize, however this is not covered under either the Mfr Warranty or the Guardsman plan. Please see attached photos. We will not re-upholster or replace this customer's furniture due to these circumstances. Please see attached photos

Consumer Response:

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 complain

This makes me SICK to think that you were so willing to take $10,000 of my money and not try to work with us and this situation in the least.  This whole thing all started with your salesperson - Toni Buford selling us the GRAND DADDY of all sectionals.  Assuring us that if we spent $1000 more on a Guardsman warranty we would be covered.  

We are not a dirty, abusive family.  We are very active and hardly ever home.  Yes, we have pets.  I made that very clear to her.  

Your "knowledgable" salespeople are supposed to guide people based on information given, as to a good choice for furniture.  We are not fabric experts!!!! 

Did we make a mistake choosing this fabric?  Yes.  Did we make a mistake buying it from Steinhafel's?  Hopefully not.  Please help us resolve this.  

Regards,

****** ******

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on 5/26/2014 I purchased a leather sofa/loveseat combo. Within the 1st year the coloring on the seat cushions began chipping off. I called Steinhafels and a repairman was sent out. He stated that the leather was actually painted (which was never told to me when purchasing product) and proceeded to repainted areas. Since then, warranty has expired and original problem has returned with the sofa looking worse than ever. I phoned Steinhafels to get some helpful suggestions but they had none. When you pay thousands of dollars for a product I feel it should look decent for longer than 9 months!

Desired Settlement: credit towards a different product (as this sofa/loveseat will never look decent again---unless repairman returns on regular basis to repaint

Business Response: We will contact this customer to set up a service technician to see if we can take care of this. There will be no charge even though the furniture is out of the manufacturer's warranty at this time.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

********* ******

11/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/13/2015 I bought a new mattress from Steinhafels. I was 9 months pregnant and just in a horrible head on accident that left me with back and hip issues, and about to have a baby. I explained the importance of this when I purchased and spent time picking out the right one within my budget. I also bought protective mattress pad and warranty. My understanding was there was a lifetime warranty on the "structure" of the mattress. This mattress is now half the thickness is was when I bought it, it makes noise when you move and it is just all around a poorly made mattress. When I called to complain, they told me that the mattress warranty is void due to stains on the mattress, we have 3 small kids and there are some stains, my issue is those stains have NOTHING to do with the mattress structure it self. At this point it is not even able to be slept on without the $100 topper I bought from Koahls, thick memory foam topper had to be on it otherwise you can feel springs with every turn. Geneva Plush 120nt

Desired Settlement: I would like a refund of my purchase or I would like a replacement mattress. Total invoice was $561.95

Business Response: This customer had her mattress delivered on 9/13/2012 not 2015. We have never had a warranty inspection of her mattress. She emailed us on 4/28/2015 to let us know she was having a problem with her mattress and in her email she mentioned that it had stains. Our customer service rep advised her to have it cleaned before the inspection because the manufacturer voids their warranty on stained or soiled mattresses. Manufacturers do not warranty a mattress if its soiled because it can be unsanitary to handle and sometimes stains and soil can compromised the insulating material causing it not to hold up. We called her to have a service technician inspection on 11/3/15.

Consumer Response:

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 am happy to have inspection , the first time they offered back in April, they told me unless I pay to have professionally cleaned ($200 was the cheapest I could find- Chem Dry Madison WI)warranty will not up held anyway. no matter if they did find it defective. I didn't see the purpose in taking time off work to meet someone for an inspection when it was not going to be beneficial to me, my time is worth more than that.

I did agree to the inspection today, however my issue is nothing relating to surface of mattress, I understand the wording, but that wording will never hold up in court.

The mattress is  unusable due to the fact that you are sleeping on springs and hard spots. They will continue to get away with this if someone doesn't stand up. It was a big purchase for me and I am very disappointed.

My issue is that the wording on the warranty excludes a high number of mattresses being handled by the store or manufacture if defective,  because life happens their negligence is overlooked, not fair. That's like saying there is a warranty on a your carpet pad, but not if the carpet has hair or dust on it. Makes no sense.


Regards,

****** *****

Business Response: We will proceed with the inspection under the terms of the manufacturer's warranty as previously stated.

11/4/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 5 years ago my husband and I purchased a living room set from Steinhaufel's in Madison, WI. The sales person pressured us into buying the "don't use it, don't lose it" guardsman warranty. He explained that there was "no risk to us" and that if we did not need to use the warranty, we would not lose it's value and the money would be refunded after 5 years. The cost of the warranty was around $200. 5 years elapsed and we never used the warranty, so I contacted the store for a refund. I was told that a refund would not be issued and that a store credit would be provided. When I explained to the employee that I had moved out of state (and in fact knew I would be moving out of state when I purchased the furniture and would NEVER have agreed to purchase the warranty had I known it was a store credit) she let me know that there were no Steinhaufel's furniture stores in my current state and that there was nothing she could do. I relented and asked her to please send the store credit to my new address. The store credit arrived last week and clearly has an expiration date noted as 1/18/15 (ALREADY EXPIRED). The salesperson when we bought the furniture CLEARLY said this was to be a cash refund. I re-read all of the documentation associated with the warranty (I saved EVERYTHING from the time of my purchase) and no where within does it note that the "don't use it, don't lose it" program would be refunded as "store credit" if not used. To provide me with store credit which expired 10 months ago was just an extra slap in the face.

Desired Settlement: My desired outcome would be to have the warranty I paid for (and was told at the time of purchase would be refunded, if not used) be refunded in cash. If Steinhaufels refuses to honor our original agreement, at a minimum they should provide me with a store credit that has not already expired.

Business Response: There was an error on the expiration date for the batch of Guardsman certificates that were mailed out to our customers last month. We apologize for this error and will extend the expiration for this customer to 3/18/2016. We have never sold the Guardsman protection plan with the agreement that we would refund the money our customers paid for the plan. The terms are; If you do not require in-home service, or require any other services offered by your 5-year service plan on your furniture during the life of your plan, you will be issued a full store credit equal to the price of your service plan. This credit can be used towards a future purchase of any new furniture up to 90 days after your service plan expires, excludes accessories and rugs. This is published on the Steinhafels Website; http://www.steinhafels.com/service/guardsman

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,
****** *****

10/16/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
9/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a beautiful dining room table out of clearance a few days before we closed on our new house. We picked it up a few days later on 6/3 and dropped it off at our new house to be store in the garage until the big move. About a month late, Steinhafels came to deliver our new sectional and move the table from the garage and into the house. When we unwrapped the table we saw several gashes in the surface of the table!!! The damage was not there when we purchased (we have pics to prove) and there was no damage to the wrapping on it indicating any damage. The delivery guys were there to witness and told us to call customer service right away. They speculated that it probably happened in the warehouse. For weeks I tried to get an answer from customer service and nothing but runaround. Finally on 8/26 they sent out a tech to do the repair. He arrives promptly at the scheduled time and checks out the table. Due to the severity of the damage he says that it will have to be brought to the shop to be fixed. Today is 9/8, 13 days later and still no response! After holding for 33 minutes my call is finally answered. The rep tells me that we were supposed to contact them after the service visit. Contrary to what the service tech said. Then she tells me that they are not going to fix anything because it was an as is purchase!!! It has been 3 months since we picked up the table and we have dealt with nothing but run around and deferrals to be contacted later by another person only to get nothing but crickets time and time again! I spent around $1800 on this table and would not have spent a penny on the table if it had this damage from the start. Worst service experience ever!!!

Desired Settlement: Full repair or full refund.

Business Response: We have called Mr. ******* and explained our position of why the claim was denied.   The item was sold as is with no warranty on 5/17/15 and the customer picked it up on 6/3/15.   The customer called to report damage on 8/11/15.   We did send a service technician as a courtesy, however the damage was too deep to make any such of repair.

In talking to Mr. ******* we explained that the length of time it took to call in and that it was picked up, put in storage and was sold as is put us in a difficult spot. We just don't know where the damage occurred.  Per our conversation on 9/10/15 we have decided to either allow the customer to either keep the existing table less $150 off and/ or return for full credit to either reselect and or refund.   Mr. ******* wanted to discuss with his family and call us back.  We are just waiting on his response. 

9/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a bed in the store on August 18.....and I have still not received it......we were told it would be in the next day and we made arrangements to pick it up 2 days later......no calls, no bed...... I am still waiting for my bed,.....no one really seems to care. I don't know what else to do, I have contacted the salesman and store manager several times, to no avail.....although my salesman did ask me if I wanted to void the sale.......I need the bed for my son, who is now back in school....and cannot go mattress shopping with me, which is why we did this in mid - August . Please helpe me.

Desired Settlement: I would like to have the bed delivered to my home, As promised. ......on a wed or Thursday

Business Response: We have contacted our store staff and they are working with this customer to resolve this issue.

Consumer Response: On Wed, 9 Sep at 8:54 PM , ***** ***** ***************** wrote:

I received a call from supervisor named Mike....on Tuesday, Sept 8, said he was working on the problem.....then he called at 8:30am on Wed, Sept 9---he said the bed was in and should be delivered tomorrow.....on Sept 10.......

In the meantime, I also received an email from the original salesman telling me that they would be taking an additional $50 off my order, this was after he had told me that I would receive 10% off with free delivery.......if and when is all actually happens, I will let you know....

Thank you for your help, ***** ***** 

8/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I recently built a new home. We chose Steinhafels to purchase the majority of our furnishings. When visiting the store a sales representative approached us and told us about an "interior designer" service they provided. We opted to utilize this service as we needed direction in our purchases and thought this would alleviate us from making a purchase that didn't go with the style and colors of our builder selections. The designer had images of all of the finishes we choose for our new home and felt that a kitchen table (the point of contention) would absolutely go with our finishes. This table and chair set cost me over $4,000 and does not go with our kitchen at all. We want to return this table but they say that since it was a special order item they will not return it. We chose this table with the assurance from the designer (Steinhafels employee) that it would go with our finishes. This is not at all the case and since we paid for her expertise and she is very obviously wrong we want to return the table and get our money back. We have purchased other items from Steinhafels and have had a horrible experience overall with the quality of the product, the delivery schedule, significant delays, delivery of products that are damaged (not from the delivery) and the list goes on. If we hadn't contracted the services of their employee in making these decisions I would have no argument but since we did and she green lighted the purchase we feel that the product should be returned. We tried to communicate our position to the manager but it fell on deaf ears. We provided photos that clearly support our position but again this went nowhere. Now when I call or email I don't even get a reply. Their argument is that we changed the colors on the walls and this is why the table doesn't go. The photos I provided to them showed the kitchen table with the cabinets, flooring, backsplash and fixtures in the background and you couldn't even see the wall color and it's obvious that it does not fit.

Desired Settlement: I want them to return the table with a full refund.

Business Response: Our store manager did reply to this customer on July 29. This was the email reply she sent:

"Hello (Mr),

I am writing in response to the last voice mail you left for me regarding the request you made
to return your special order table and chairs.  Here is a basic chronology
and summary:

You purchased your Decorating Solutions package in January (1/8) as you were building your new
home and had an initial meeting with (our decorator) (1/23).  She developed a plan
for you and presented it to you and your wife in the store on 2/13.  This
plan included a paint plan for your home, the furniture selections, review of
your finish selections on cabinetry and flooring and floor plan layouts for the
furniture placement.  At this time (our decorator) showed you and had you sit in the
furniture selections, showed you fabrics, leathers and the wood colors for all
pieces.  Due to the timeline of the construction of your home, it was
decided to wait to place the orders until closer to the home being finished.

You returned to the store to place the order for the special order items (the table and chairs,
area rugs, master bedroom, desk, sectional and ottoman).  At that time
(our decorator) again showed you and your wife the wood samples, fabrics, and
leathers.  (our decorator) wrote the order, and (Mrs) paid for half and signed off
on the order.  (our decorator)explained to (Mrs) (and to you) our special order
policies (need to pay half in advance, no returns) at that time.  The
policies are also printed on the receipt.

You and (Mrs) returned to the store in late
May (6/21) to place the order for the "stocked" furniture.  It
was at this point that (Mrs) informed (our decorator) that she had changed
the paint plan from what (our decorator) had presented in February and again in April, and
that you had "gone in another direction".  You had decided to
change the paint plan for the home, and then changed out several pieces of
furniture that (our decorator) had selected for you in the original plan (TV stand,
occasional tables).  This was almost 2 months after the special orders had
been placed.  All of the selections that (our decorator) made for you were approved
by you.  They all worked and flowed together as a cohesive plan.  All
of the orders were placed and received correctly.  It is certainly your
prerogative to change your plan and your colors, etc, however the special order
merchandise is not returnable."

On August 12 this customer then replied to our manger stating he would file a complaint with the BBB

The set is not returnable since it was special ordered for him. Our special order policy which this customer was fully appraised of is as follows:

Special order merchandise may not be canceled and must be delivered within 30 days or picked
up within 14 days from the date the order was received in the Warehouse. If the
order is canceled, a 33% restocking fee will be assessed. – No refunds, returns
or exchanges on special orders

This policy is fully disclosed at point of sale, on the customer receipt, and displayed in all of our customer literature
including our website.



Business Response: We have issued credit memo *********** 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.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

*** *******

8/24/2015 Problems with Product/Service | Complaint Details Unavailable
8/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a dresser with mirror in 2011. The dresser is non-operational the brackets on of the drawers fell off and all the large drawers do not function as the drawers do not close. We attempted to get it covered by the warranty which was rejected. So we called the store. The store suggested we pay to have their service person fix our dresser after explaining to them the issue. We followed their instruction and paid to have a repairman come out at the beginning of July 2015. The repairman came and was not able to fix the dresser because he didn't have the parts and told us it would take 30 days. We didn't get any updates so we called last week and the customer service person could not locate when the items to repair the drawers were ordered, so after a frustrating conversation I requested the manager call me, we never got a call. We called the store back this week, and this time we were told the pieces to repair the dresser were never ordered! Overall, we are very disappointed with the product as it is useless and my daughter is unable to user her dresser that cost over $500! To top it off we have had very non responsive customer service with no follow up and failure to order the needed parts.

Desired Settlement: What we want at this point is a comparable replacement for the dresser and mirror as we feel that we received a defective piece of furniture that has been useless and stressful for us and my 10 year old child who cannot put her clothes away in a non-functioning dresser.

Business Response: We apologize for the delay on getting the parts ordered. The proper repair parts are now ordered and we will notify this customer when they arrive. This customer has not paid us for any repairs or parts at this time, however because of the delay we will not be charging this customer for the parts or the repair. We would not be able to replace the furniture for them however since it is 4 years old.

8/5/2015 Problems with Product/Service
8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/12/2012 I purchased two King Hickory custom order furniture items; a conversation couch and chair 1/2 from Steinhafels Furniture Store in *******. In addition to these items I purchased, the store's guardsman protection plan and paid additional fees to upgrade from basic fabric to "a more durable fabric". These items were delivered to me on November 13, 2012. The fabric on the couch has started to fray and now fits loosely around the broken down cushions and one of the back leg is broken. I attempted to contact King Hickory but they will only deal with the company and not the customer. I contacted Customer Service @ Steinhaufels on 7/20/15 to resolve this issue, but they only offered replacement cushions (under 5 yr manufactures warranty) after an evaluation by technician at MY COST. PLUS the guardian protection plan only covers rips, tears and accident spills. Steinhafels customer service would not give me time frame on when someone would return my call. I would like a refund or replacement of this overpriced poor quality couch. In less than three years, I have purchased over $12,800.00 in furniture for me and my family. This is not how LOYAL customers should be treated.

Desired Settlement: Refund or replacement, very unhappy with quality.

Business Response: We spoke to this customer on July 21, 2015 and responded to her concerns by letting her know that the Guardsman 5 year furniture protection plan covers accidental incidents of a single nature, such as rips tears stains and burns. It doesn't cover overall wear and tear or an accumulation of wear such as what she is describing on the seat cushions. Regarding the manufacturers warranty, we advised her that her foam cushion cores have a 5 yr warranty and we would be able to replace those for her at no cost. The fabric carried a one year warranty. Her furniture was delivered to her 11/13/2012. For reference, see the King Hickory Manufacturer's warranty below. Also the Guardsman 5 yr plan is mailed to every customer who purchases the plan. For reference, here is the link to what is mailed to our customers outlining the plan; https://apps.steinhafels.com/Sample-Elite.pdf
We can offer service and repair for this customer according to the manufacturer warranty. For items that are outside of the warranty, repairs and parts would be at the customer's expense.

Warr
King Hickory’s warranty is only for the original purchaser of the item. They warrant the
individual furniture components to be free of defects in material and workmanship for the
length of time specified. It applies under conditions of normal household usage and does not
apply to defects resulting form shipment, alterations, storage, negligence, misuse, accidents,
or commercial use. Under the terms of their limited warranty they retain the option to repair
or replace the defective items.
Frame Limited Lifetime Springs 5 Years
The hardwood frame and 8-way hand-tied springs are warranted against breakage due to
defective material or workmanship from the original date of purchase and life of the original
fabric. Legs are warranted for 30 days from receipt of original product. Normal softening of
springs WILL happen over time and usage; this is not considered a defect.
Seat Cushions 5 Years Back Cushions 2 Years
Seat cushions are warranted for five years and back cushions for two years from the original
date of purchase against loss of resiliency. Loss of resiliency should not be confused with a
slight softening and flattening of the polyester fiber and foam that will occur as a result of
normal usage and again. Turning the cushions weekly and fluffing the backs will add years
of life to the cushions.
Sleep Sofa/ Swivel Mechs 2 Years
Sleep Sofa Mattresses 5 Years
The Sleeper Mechs and Swivels Mechs are warranted to be free of defects for 2 years from
the original date of purchase. This warranty does not include bent tubing, stretched helicals,
or torn decking. Mattress are warranted to be free of defects for 5 years form the original
date of purchase.
Fabric 1 Year
Leather NOT WARRANTED
Upholstered fabrics are warranted against defective material or workmanship for one year
form the original date of purchase under normal care and use. This warranty DOES NOT
COVER... fading, piling, shrinkage and is not valid where there is evidence of heavy soiling
or abuse such as chemical treatment, improper cleaning or animal abuse. Leather is NOT
warranted due to natural dye lot variations and will fade if exposed to direct sunlight.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6/9/15 I had been delivered a Mattress and a Power Base that I had purchased from Steinhafels. After there delivery guys set the bed up they realized that the bases did not operate correctly. The foot end of the bed would go up but would not return down. They told me that the sync cable must have been bad. I agreed to have them send me one in the mail instead of returning the item as to save them some work on a very hot day. About a week later I received the sync cable in the mail and I immediately plugged it in to find that it still did not work. After a couple hours on the phone with customer service I was instructed to call the company who builds the power base for a warranty claim. Why on earth do I have to call the company for an item that never worked from the get go? I called any way and got a run around from the company and that they didn't even have Steinhafels as one of there businesses that they sold to. They instructed me to call Steinhafels back and get there information so they could be put into there computer system. This I did not do. I didn't feel that I should have to be a customer care agent or myself. Now I just received a voicemail to call some other lady. Why is Steinhafels not fixing the problem. I work a full time job and am not around during business hours during the week. I don't have time to do there work for them. Its now 7/10/15 and I still can't use my power base. This might be the last time I ever buy something from Steinhafels.

Desired Settlement: Plain and simple, Fix the problem or Return my purchase

Business Response: We apologize that calling the mfr did not work well to trouble shoot the problem with the adjustable base. We have left a message with this customer to call us back to schedule a Steinhafels technician to fix the issue.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. I have yet to make a service appointment with the company but i'm sure we will come to a resolution with that part

Regards,

 

**** ******

 

 

 

7/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a sofa, chair, chaise, rug and foot stool from Steinhafels around the 20th of May. We were told the furniture was available with the exception of the chair but that it should be available in about two weeks. As of today the chair is not available so we do not have possession of anything we purchased. Steinhafels has a policy of issuing credit, but they will not allow the tax or delivery charge to be added to the credit and you cannot write a check for these fees. We paid them with our Master Card and had no reason to be concerned since the furniture was to be available in two weeks. On June 20th I received our Master Card bill and Steinhafels had charged our account $272.66 even though they did not even have the entire order available, and do not to this day have the chair. I contacted their service department and asked what the charge was for, and was told it was the delivery fee. I said I wanted the charge removed from my credit card. The service person was rude, but said she would remove the charge. On June 25 I received an email from Steinhafels saying they had made a credit of $137 or so, not the full $272.66. I called and asked why the charge and was told it was for tax on my purchase which I have not yet received. I have asked them to credit the entire amount, but the so called customer service person was just plain rude, in fact he hung up the phone on me so I am not certain that I can trust he will credit my account. I do not believe you should be able to charge tax and delivery on items that people do not have in their passion. During this entire time, I received emails changing the expected date for the chair to be available by two or three days each email, even though their web site states the chair I ordered will not be in until July 5, 2015. I sent several emails with questions about the delivery date and my options in terms of canceling the order and even about picking up individual pieces from the store. When I would get an email back, which is not all the time, the customer service people would respond to one question rather then the whole email. As it stands, I cancelled my order completely yesterday and requested confirmation of the cancelation. As of today I have not received that cancelation confirmation and I am certain my credit card has not been credited.

Desired Settlement: I want confirmation that our order has been cancelled and I want credit issued to my master card in full.

Business Response: 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.

Business Response: We again apologize for the inconvenience we have caused this customer with her purchases from our store. We always collect the delivery fee and sales tax up front on orders that are going to be financed since only the cost of the furniture can be financed. We apologize for the lengthy delay on her orders. We have been experiencing manufacturing, shipping and receiving delays due to a number of circumstances that are beyond our control. We appreciate all customer feedback and will make every attempt to improve our order expediting where we can. We again deeply apologize for the frustration and unhappiness that caused our customer to cancel her orders. As stated earlier, all her refunds have been issued and she has no open or active orders with us at this time.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

 

***** *******

 

 

 

7/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered a special order sofa from Steinhafel's on April 11, 2015 requesting it be expedited due to a move I made at the end of May. I received emails for a month indicating it would be in on June 7th. The date continuously gets pushed back with limited explanation. They never claim to know where my sofa is located at any given time. On Monday June 22, the sales manager sent me an email saying it was in there yard, but not received into the warehouse. Multiple customer service personnel have indicated different dates to when I will receive the sofa, but it continually gets delayed. The company continues to make excuses, instead of going to find my sofa and letting me take it away on my truck. They will not even make attempts to find which Steinhafels yard it is sitting in and why the process continues getting delayed. I have spoke directly with Steve S*********, Judy F***, and Greg H*****. No one has been willing to locate my merchandise in the yard and allow me to pick it up. They have had all of my money for one month and have not compromised. Outcome Desired: Steinhafels to allow me to pick up my sofa immediately.

Desired Settlement: Steinhafels to allow me to pick up my sofa that I have paid for immediately.

Business Response: This customer was able to pick up her furniture from our warehouse on June 29th. We apologize for the delays.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 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,

 

***** ******

 

 

 

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife went into the ****** ***** store on 5/22/2015 and bought the Peacock Parade Sofa and Loveseat set. The store representative who sold to set to her was Andrea O******. We were told this would be coming in and be ready to ship in a week. We have an event in the first week of July and wanted to make sure it would be here before then. June 1st passed and we didn't hear anything so we called customer service. Jennifer received a representative that informed us that the couch was expected at the end of the month of June. When she told her that she thought it was coming in earlier and that we have an event the first week of July and that we needed it for she said "then the salesperson shouldn't have sold you the couch." We get weekly e-mails that always push the delivery date back a week with no explanation. It's been a month and we were lied to in order to get a sale. I sent an e-mail to customer service on 6/12/2015 explaining my situation and requesting a manager to call me, but I have not received any call.

Desired Settlement: I would like the full set delivered immediately this week.

Business Response: We apologize to our customer for the inconvenience of waiting for their order.  Arrival dates are based on the latest shipping information from the manufacturer. Their delays are frustrating when they occur and they happen for many reasons. We are in regular communication with the manufacturers and work hard to expedite shipping. We will continue the weekly emails to them until their sofa arrives. As soon as that happens we will notify them.   Our goal is for our customers to enjoy their new  furniture as soon as possible. We have already refunded their delivery charge for the delay.

6/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a bed from Steinhafel's my husband and I noticed the bed had really started to get uncomfortable for us. We called the store. 1st time out the tech said it wasn't covered under warranty clause because it wasn't sunk enough and I was notified the next day that it was not by Steinhafels. Months have gone by and the bed has gotten so bad we can't sleep in it. We have been on an air mattress since April. Called Steinhafels in the beginning of May 2015 and we had a appointment for June 1, 2015. The tech came out and apologized for the condition of the bed. Told us the bed is bad and it does qualify for the warranty. He said we should hear from Steinhafels with in that week. It is now 6/11/2015 and no communication from Steinhafels about allowing us to pick out a new bed. We are still sleeping on a air mattress. The only person who seems to care that our bed is garbage is the tech. We have not received good customer service from Steinhafels. At this point I could never recommend them to anyone. It is a sad to know I have a great friend ***** ******* who works for a company that doesn't care about there customers. I am ready to head to social media and the news regarding the lack of. Very disappointed.

Desired Settlement: We are seeking a bed of our choice for our bed that is covered under there warranty. For all Steinhafels has put us through since our first complaint about there bed. We have spent the last 9 months in pain and feeling as if we were going to fall out of bed while sleeping on the bed purchased from Steinhafels. Then had to buy an air mattress to get some rest to function on a daily basis with less pain then we have had in there bed.

Business Response: On June 8, we approved this customer to reselect a new mattress. We have entered a credit for what she paid for her original mattress that she may use towards her new selection. All she has to do is go to one of our stores to make her selection. We thought we had communicated this to her and apologize for her inconvenience.

Business Response: We have refunded the delivery fee to this customer. Her refund with tax is 100.33 and will be going back to the credit card she used to make the purchase.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.  I have received the refund of the delivery charge. Thank you 

Regards,

 

**** ** *****

 

 

 

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress for my son. He isn't expected home until July 7th and we were doing some work on the room he was going to use so we had the mattress put in our attic to keep it out of the way. The mattress has been sitting in the same spot in the attic since it was delivered. It is still wrapped in the delivery paper. We noticed it was started to sag at the bottom because it has been leaning on it's side. So we went to flip in over and noticed that the plastic had a whole in it. When we peaked into the whole, we seen the mattress was also torn. This part of the mattress was the part of the mattress that was on the ground so there was no way for us to see it. We immediately contacted the store and was told " too bad". The mattress has never been moved, bumped, used, altered in any way. It is still in the same exact spot that the delivery men set it in. It is still wrapped in the delivery plastic. This tear was clearly done when it was delivered. Looks like it was slid and caught on something when it was being slid off the truck or into the house.

Desired Settlement: I would like them to make good on their product and their delivery service and exchange our brand new mattress with the same exact product.

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

**** *****

 

 

 

4/10/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: several issues with this purchase. Had product marked incorrectly. Order wrong corner tv srand. Was never able to reach any member of store by phone, left voicemail for store manager and my call was never returned. Had to drive from green bay to ******** to speak with store manager. Now delivery is scheduled for today 2-4 and at about 350 was called that they are unable to make delivery. Tried to call store back to yet again talk to someone and get delivery reset and they refuse to reset delivery. Left voicemail for store manager and still waiting for a return call. so far this purchase has been a big mistake. The service has been very poor as well. I will likely have to again drive 45 minutes to get this resolved.

Desired Settlement: Would like a return call when left for manager and i hope this gets resolved as one item is still on order. I shouldnt have to drive and walk in for a member of management to talk to me.

Business Response: This customer purchased a Whalen TV stand that was tagged incorrectly at our ******** store.  We showed the Honey Maple on our show room floor, which is what the customer wanted, but the tag was for the Cherry finish.  The day she picked it up was a Saturday, and our manager says she had no messages on her phone.  However she did talk with her later and  found that we still had stock on the Honey Maple that was clearance priced.  It  was less money then what she orig paid.  As a customer courtesy we also gave her free delivery and had it scheduled for Saturday 3/28 delivery.
Customer called our manager on Saturday and left a message, and was not happy that she received a call that the delivery would have to be rescheduled.  Our manager returned her call, apologized for the inconvenience, and explained that one of our delivery drivers was ill and the truck was going to have to return to our warehouse. We had other customers who were inconvenienced that day as well. All the customers were called and rescheduled.  Her delivery was rescheduled for Sunday 3/29. We will have our ******** manager call her again today and apologize.

4/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a mattress from Steinhafel's back in May 2012. In October 2013 my mattress was replaced due to being defective (too much sag in the middle of the mattress). I contacted them again regarding the "replacement" mattress and the Service person came out and told me that even though the matterress sinks in the middle, it does not meet the specification for a replacement or credit. I was told to "stop sleeping in the middle" of the bed and I won't have a problem.

Desired Settlement: I want a refund so that I can buy a mattress from a company that will stand behind its products. This is the second time in less than 3 years. Mattresses should last more than 2 years.

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

3/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchased a sectional sofa set and coffee table from steinhafels back in September of 2013. At the time of purchase they offered us a protection plan that was to cover any damages, stains, tears, rips, and anything in between. We bought into this "guardsman 5 year" protection plan for $215.74 (10% of our total order). After a little over a year we noticed some stuffing coming from underneath the backrest cushions. Upon investigation we found the backrest cushion on one section of the middle sofa has torn away from the actual back of the couch. Causing the stuffing to fall out of the bottom. At that time we contacted Guardsman to get the couch fixed. We jumped through their hoops, and received an answer back from them stating that their services would not cover the damage due to it being within 1/2" of the seam. (please note, they made this determination from a picture, no representative actually saw the couch). At that time I contacted Steinhafels, because according to Guardsman this was a manufacturer issue. My phone conversation was brief with Steinhafels, because they said it was no longer under the 1 year warranty from the manufacturer or their own 1 year warranty. I explained my dissatisfaction, since I paid extra for a protection plan and despite of that they want to charge $120 just to come look at the couch let alone make any repairs. They seemed to not care even in the slightest that their protection plan is basically a scam. With a list of exclusions that they fail to mention. The part that upsets me the most is that my family and I take good care of our furniture, and this is a clear manufacturer defect and we're out of luck? Yet if I sliced a hole right through the cushion they would cover it? I'm beyond disappointed with Steinhafels and Guardsman, Their customer service, and their product in general.

Desired Settlement: I just want my couch repaired.

Business Response: We have contacted this customer and set up one of our own technicians to do the repair. Customer has agreed to let us send our tech.

3/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hi there. I have been trying for EIGHT YEARS to be removed from Steinhafel's mailing list. I have called once a month EVERY SINGLE MONTH since 2007. I have spoken to countless individuals, managers, database operators, etc. I still receive regular mailers from Steinhafels. I am SOOOO tired of it!

Desired Settlement: PLEASE PLEASE PLEASE PLEASE REMOVE ME FROM YOUR MAILING LIST ONCE AND FOR ALL!!! I don't know what else I have to do, but this is ridiculous!!!

Business Response: We apologize that this individual is still receiving our mail. We are taking every possible measure to stop it from going to her.

Consumer Response:

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 have been ASSURED every time I call that I have successfully been removed from the mailing list. I wouldn't keep calling if it had actually worked. In the last six months, no one has returned my calls or offered any suggestions for this. I am going to have a really hard time trusting the line, "We're taking care of it." Until you figure out WHY I have been unsuccessful in removing myself from your mailing list I have no faith for resolution.

Regards,

***** ********

 

 ###-###-####

Business Response: We apologize again, and want to assure this individual we are taking care of getting her removed from any data base that could generate any mail from Steinhafels.

Consumer Response:

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've been hearing the exact same thing every month for EIGHT YEARS!!! That's 100 times! 

Regards,

***** ********

 

 

3/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled my due to unacceptable delivery terms. Upon canceling my order, I was advised that my refund would take 3-5 days. They took my money in real time and are holding my refund. They received payment for an item I never received. How is that fair?

Desired Settlement: Refund in a timely manner not the 3-5 days as per their policy.

Business Response: This customer canceled his order on Tues February 24th and the refund of $1012.69 was sent back to his credit card on Wed Feb 25th.  It can take up to 3 - 5 business days for credit card providers to show refunds on line. We apologize for any inconvenience we may have caused.

Consumer Response: While I'm pleased with how quickly they refunded my money, I must say that I spoke to 3 of their Managers and all 3 of them told me that it is Steinhafel's policy to make refund's in 3-5 business days. It's a policy not the bank transaction that takes 3-5 days. My situation proves that they lied to the BBB. I need this to be known so others that fall into the same situation can be warned of their shady business practices. They will take your money in real time and then drag their feet if a refund is wanted.

2/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased over $10,000 in furniture in 2011. I also purchased additional cverage from Guardsman. In December 2014 one of the motors on my loveseat started to make noise. I called Guardsman an it took until January 22 2015 until they came out and looked at the problem. They send a repair company that told me the same thing I already knew my motor was bad. Now it is February 3, 2015, and I had to have my girlfriend sit on the phone for over an a hour to get through to Guardsman. They told her that the part has been ordered and will take 4=6 weeks to ship to our houseorThen ten minutes Laura received a call from Steinhafels stating that they just received a call from Guardsman ordering the part. At this time I believe guardsman. Steinhafels can kiss my *** and Is a liar. They have taken advantage of the wrong person and I will not let this go.

Desired Settlement: I want my money back for the additional money I paid for Guardsman Insuranse. I will never buy from Steinhafels again and my next stop is the ******* ****

Business Response: I spoke to customer and apologized for her experience. We had a good discussion and came to an agreement. We again apologize for the frustration this has caused.

1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: THE APPROPRIATE TOPIC IS "DAMAGE TO CUSTOMER'S HOME / PROPERTY" DURING THE RETRIEVAL OF AN INCORRECT ITEM - THE FURNITURE STORE EMPLOYEES CAUSED DAMAGE TO OUR HARDWOOD FLOORS AND WALLS. THIS ALL BEGAN WHEN I SAW A CHEST OF DRAWERS ON THE STEINHAFELS WEBSITE THAT WE WOULD'VE LIKED TO FURNISH OUR HOME WITH. SO, I WENT INTO THE STORE AND EXPLAINED TO THE SALES PERSON THAT I WISHED TO HAVE THAT CHEST OF DRAWERS IN THE "RED" FINISH. SHE SAID OK & WROTE UP MY ORDER - WHEN I RECEIVED THE DRESSER IT WAS DARK - A MOCHA COLOR VS A REDDISH MAPLE COLOR - I PHONED AND EXPLAINED THIS - SEVERAL TIMES - FINALLY THE SALESPERSON SAID IT ONLY COMES IN A MOCHA COLOR - I SAID I HAD ORDERED THE RED TO MATCH OUR INTERIOR - THEIR WEBSITE HAD OUTDATED PICTURES AND THEY WERE PLANNING TO NOTIFY THE PURCHASING / WEBSITE ORGANIZER TO REMOVE THAT COLOR ITEM. SO.....I ASKED THAT THIS ITEM BE PICKED UP - IT DID NOT LOOK GOOD WITH OUR REDDISH OAK FLOORING & BLINDS. THE GUYS THAT PICKED UP THE DRESSER (IT WAS UPSTAIRS IN OUR BEDROOM) WERE MAKING AN AWFUL LOT OF NOISE- I WAS PREOCCUPIED WITH A PIPE LEAK THAT WAS DUMPING WATER OUT OF OUR GARAGE CIELING AND DIDN'T PAY MUCH ATTENTION TO WHAT THEY WERE DOING TO MY HOUSE - JUST PRAYING THEY DIDN'T FALL DOWN THE STAIRS - THEY SEEMED INCOMPETENT FOR THE TASK - IT IS A LARGE, HEAVY SOLID WOOD CHEST OF DRAWERS. UPON TAKING THE DRESSER OUT THE FRONT DOOR - I SAW MY WALL PAINT IN A FEW PLACES ON THE DRESSER - I COMMENTED TO THE GUY THAT THIS WAS AN ISSUE. THEY TOOK THE DRESSER OUTSIDE TO THE TRUCK AND RETURNED WITH A SMALL, CELL PHONE AND ASKED ME TO SIGN: 1. FOR THE PICK UP OF THE DRESSER & AND 2ND SIGNATURE - I ASKED WHY - HE SAID "TO CONFIRM HE DIDN'T PUT ANY HOLES IN THE WALLS". WELL THIS WAS TRUE - I COULD NOT SEE WHAT I WAS SIGNING AND WAS PRETTY SURE THERE WERE NO "HOLES IN THE WALLS". SO A LITTLE WHILE LATER I VENTURED UPSTAIRS AND FOUND GASHES AND GOUGES IN NUMEROUS PLACES OF OUR LOVELY, RECENTLY REFINISHED HARDWOOD FLOORS AND RECENTLY PAINTED WALLS. I CALLED CUSTOMER SERVICE IMMEDIATELY - AT FIRST THEY SCHEDULED A DATE FOR A REPAIR TECH TO COME OUT. - THEN BACKED DOWN AND IT SNOWBALLED - THEY COMPLETELY DENY ANY LIABILITY BECAUSE I SIGNED THEIR DAMAGE WAIVER ----------------BUT THERE IS ABSOLUTELY NO WAY TO SEE WHAT YOU ARE SIGNING - THEY BRING IN A CELL PHONE AND ASK FOR A SIGNATURE - THEIR POLICY IS PRINTED NOWHERE FOR THE CONSUMER -------WE'VE PURCHASED FROM THEM NUMEROUS TIMES OVER THE YEARS AND NEVER HAD SUCH INCIDENT - NOW THAT IT HAS OCCURED IT IS SO VERY TROUBLING. ** ********** HIMSELF IS IGNORANTLY DENYING ANY RESPONSIBILITY TO A VERY GOOD CUSTOMER OVER THE YEARS. WE FEEL THAT SINCE THEIR POLICY IS NOT IN WRITING FOR THE CONSUMER THAT THE DAMAGE IN OUR HOME SHOULD ABSOLUTELY BE REPAIRED AT STEINHAFELS COST. You cannot read anything that you're signing. You just sign a small cell phone size object. We purchased a dining set a couple of Christmases ago. And a lot of living room furniture in years prior. We feel like you are offering extremely poor service by denying this claim. The employees know they did this damage & they LIED to me about what I was signing.

Desired Settlement: REPAIR OF OUR HARDWOOD FLOORS & PAINTED WALLS

Business Response: This is a complaint that we have already responded to on 12/9/14.

We have made two delivery stops to Ms. *******'s home. The first was to deliver her a drawer chest on 11/15/14, and the second was to pick up the drawer chest on 12/6/14 because she wanted it returned for a refund.

On both trips our delivery team presented a delivery damage waiver to Ms. *******.  We present a damage waiver to every customer to sign before a delivery team leaves a home. The waiver states very clearly that any damage must be reported while the delivery team is still in the customer's home. Ms. ******* had the opportunity to inspect the path of delivery for any damage. On both trips to her home she signed off on the waiver while the drivers were still in her home.

This waiver states; STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND / OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE.

Steinhafels will not be performing home repairs for Ms. ******* because she signed off on the damage waivers on both of our delivery trips. Please see attached signed waiver forms.

Business Response: You have copies of the signed waivers in of our two previous responses.  The customer checks a box and then signs the waiver. By signing the waiver Ms. ******* released us of liability. Its says in all caps what they signed.  Customers can be emailed all signatures upon their request, similar to when you sign for a UPS package. Again, below is what Ms ******* signed off on. She had an opportunity to read it and check on the path of delivery before she signed it.

************STOP, READ BEFORE SIGNING******
All property and home damage must be reported NOW, at the time of delivery.  Home and property damage claims must be reported to management while the delivery team is at the home. This includes but is not limited to doors, floors, walls, and personal property. This DOES NOT affect the return or exchange policy on new furniture. STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE.

Consumer Response:

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.

This is false. On such a tiny device that information is not visible. Further the guy lied about what I was signing. Nobody ever provided me copies of this disclosure. You're wrong, this is fraudulent practice and you know it.


[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** *******

 

 

12/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture from Steinhafels in 12/09 and at that time also purchased a "furniture protection plan" because I was promised by my salesman that if I did not use the service within 5 years my money would be returned to me "in cash". I repeatedly questioned this to make sure it was a cash back offer because otherwise I would not have spent the money on this service. I called Steinhafels 12/4/14 to check on the status of my refund. At this time I was told it was a gift certificate from Steinhafels and that it had been sent to me in November. I told them I hadn't received a gift card and that that wasn't the terms I had been given upon purchase. I requested to speak to a higher level manager but no one has returned my call. Interestingly I have since spoken to 3 other individuals who were told the same thing upon purchase of furniture and the protection plan and then were not given cash back. I believe they are instructing their salespeople to mislead consumers as to the terms of this service. No where on my Steinhafels receipt or on my Guardsman Protection receipt does it say anything about a gift card refund. It states " Don't use it Don't lose it". I spent over $4,000 at their store and they are going to lose a patron over an approximately $235 refund check. Thank you for your time.

Desired Settlement: I would like the store to honor the terms given to me by the salesman upon my purchase, and refund my $234 in cash as I was promised, and in the future to be honest and straight forward about the guardsman plan.

Business Response: We apologize if there was a misunderstanding regarding the Guardsman "Don't use it, don't lose it" protection plan. Steinhafels always intended to mail out gift certificates for the amount customers spent on the plan if they never made any claims on the plan during the 5 year protection period. We processed a $129.99 rebate gift certificate for this customer on 11/11/14, but she called and said she never received it. We then re-issued her a $129.99 gift certificate good towards anything in our stores and mailed it on 12/5/14. We also extended the redemption period to 365 days instead of the normal 90 days. We again apologize for her inconvenience.

We take issue with this customer's statement alleging that we train our staff to deliberately mislead our customers on this program. It was Steinhafels policy from day one, 5 years ago, when we first started the Guardsman protection plans to remiburse our customers with gift certificates good for the amount they paid for the plan. There is nothing deceitful or dishonest about this. This customer is also is alleging a verbal conversation she had 5 years ago. There was nothing in writing promising her a "cash" refund. Steinhafels has a reputatiuon for doing business honestly and we consider this gift certifiate to be fair and beyond what any other company does with protection plans.

This customer can use this gift certificate towards anything at our stores and has a full year to do so.

12/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: THEY DAMAGED MY HOME WHILE PICKING UP A CHEST OF DRAWERS.

Desired Settlement: WE WANT OUR HOME REPAIRED. PAINTED WALLS DAMAGED. HARD WOOD FLOORS DAMAGED

Business Response: We have made two delivery stops to this customer's home. The first was to deliver her a drawer chest on 11/15/14, and the second was to pick up the drawer chest on 12/6/14 because she wanted to return it for a refund. On both trips our delivery drivers had this customer sign a damage waiver which we have every customer sign before our drivers leave the home. This waiver states very clearly that any damage must be reported while the drivers are still in the customer's home. The customer has the opportunity at that point to inspect the path of delivery for any damage. On both of our trips to her home this customer signed off on the waiver while our drivers were still in her home. Steinhafels will not be performing any home repairs for this customer because the waiver states;  STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE, and this customer signed this waiver both times while we were in her home. Please see attached signed documents.

Business Response: We have stated our position in this matter in our first reply. You have copies of the signed waivers.

Consumer Response:

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.

What is my next route to pursue Steinhafel's POOR BUSINESS PRACTICES in this matter?

At our home, we have purchased furniture from them for over 10 years.

Regards,

********* *******

 

 

12/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Sophia Sofa and Loveseat set and took delivery of these items on April 27th, 2013. Upon purchasing these items my husband and I were directed to the version of this sofa that was on the showroom floor, and cut into pieces. We were sold on the durability of this product after being shown the insides of the couch, and were promised an excellent warranty. We were told that the sofa came with a 1 year warranty on fabric and leather, a 2 year warranty on the cushions and a 5 year warranty on the springs and frame. Since this piece was at the very top of our budget, and the salesman guaranteed this was an item that would last - we moved forward with the purchase. We noticed that he automatically added Guardsman coverage into the final price, but he assured us not to worry because we had such an excellent warranty on one of their most popular items, and therefore in a few years we would receive our Guardsman money back. We agreed to move forward, and thought we were getting an excellent warranty that Steinhafels would stand behind. Unfortunately however, this is not the case. Our couch has been creaking whenever someone sits on the middle cushion and I am concerned that the frame is defective. That being said, I reached out to Steinhafels regarding the 5 year frame warranty that sold us on our couch. The warranty that we were told covered everything. I was told to use Guardsman, however I reminded them that I was told I have a 5 year frame warranty. Why must I go through Guardsman when I have a 5 year frame warranty through Steinhafels? I attempted to explain this to a Customer Service Representative who advised that their warranty only covers parts. This is not what we were told. What we were told is that everything is covered. It's a warranty, with no charge to us. Today however, I am told that I must pay for a service call, and I must pay for labor. I asked, "on a warranty?". I had questions regarding what happens if this couch could not be repaired, which was met with "let me get you to someone else." I then attempted to ask that individual the same question, and was not given clear answers by either of these individuals. Everything was "go to Guardsman". I don't understand why I was presented a warranty during the sale that apparently is not really a warranty after all. I am simply asking that Steinhafels stand behind what they sold me. They sold me a couch that they stated had a 5 year warranty on the frame, without Guardsman. Guardsman was additional coverage that was to cover beyond this. I absolutely do not feel that should need to pay over $100 to have someone come out and tell me whether or not they can fix this issue, and what those additional charges may be.

Desired Settlement: I was sold a full 5 year warranty on the frame and never advised that labor charges and service charge calls were additional. I was never told that this warranty would not be honored and that I would need to use Guardsman for something Steinhafels promised to cover in the sale process. I would like someone to come out and look at this sofa and provide necessary repairs without cost to me. This is the warranty that I was sold and this is why I ultimately purchased this product.

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

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Im very disatisfied with Steinhafels Furniture store. I purchased a dining table set and 2 additional chairs. The sales rep was polite and seemed helpful, but I was urged and was recommended to purchase the Guardsman Furniture Protection Plan. I was guaranteed by this sales rep that it was in my interest and would protect my investment. Little did I know, nor was I told anything regarding the hoops I would have to jump through to even request a claim if used or needed. My purchase was in March 2014. And I had damage in middle of August 2014 which I also Put my service request in as well. And to this date I have been denied my request. The technician that came out even, to inspect, he also said it was covered and needed to be replaced. He sent his report to Guardsman. From there, I contacted Guardsman to see what was going on, and that's when i was told my service request was not covered and was being denied that even with the report from the technician, that they Guardsman have the overall final choice and decision. This is absolutely unfair. I was urged to get this protection plan and now I'm left robbed of my hard earned money. It is unfair and wrong to misrepresent a protection plan giving a person misleading information.

Desired Settlement: I want an apology for time wasted and being put through the stress. I want my Complete table set and the 2 additional purchased chairs replaced OR I want a complete refund of my table set along with a complete refund of my So called Guardsman 5year elite furniture protection plan.

Business Response: We apologize for our customer's experience with the Guardsman protection plan. We have called this customer and left a message for her inviting her to come to one of our stores to select a different set and return the original one. We will also give her free delivery on the reselection and pick up of the old set.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

******* *****

 

 

 

11/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: We would prefer our purchase price back or to select a different mattress.

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

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ********

 

 

Steinhafels promised to contact us by email  within two days after they were contacted by the BBB to rectify the situation with our mattress. That would have been 10/29/2014. We have not heard from them yet and it is 11/04/2014.

 

Business Response: We apologize for the delay in processing this request. We will be contacting this customer ASAP.

10/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sofa and love seat on 4/23/13 and was told that if I bought the Guardsman warranty any damage would be covered for 5 years. Well 1 year into normal wear the fabric started to frey at the seams, the stuffing on the foot beds of the recliner started to compress so that you are resting your feet on wood. I contacted the Guardsman on 9/2/14 to get repaired and was told that they do not cover such repairs.

Desired Settlement: I would like a refund $89.95 on the warranty fee as was falsely represented the Guardsman warranty.

Business Response: We apologize for this customer's experience. The plan that was mailed to the customer details the exact terms of coverage. We will however refund the moeny they paid for their protection plan. The refund will be applied to the credit card they used for their purchase.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

******* ****

 

 

 

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sunday, September 28 2014, We purchase a cabinet with a fireplace in it . We also decided to purchase the $99 charge for delivery as we were told by our ***** ************** (****) that besides the delivery it would also include the set-up of the fireplace.The delivery was scheduled for Saturday October 4th. Two delivery men (***** and ******) came at 9:15 A.M. with only the assembled Cabinet - asked where the fireplace was and they said that was all we ordered. They called the warehouse and said then, a new guy helped load their truck and must of forgot to put on the truck. They would bring it back at around 2 P.M. When my wife got home, she inspected the cabinet and it had dings and a damaged crack on the side. She called Steinhafels and they said when the two delivery men come back to refuse it. The delivery men came around 1:30 P.M. with the fireplace and I told them it was damaged and had dings - they said they had a marker in the truck for the dings but they took it back because of the crack. They told us that they would reschedule a new delivery for either Sunday 10/5 or Monday 10/6 and would call us to let us know when they returned to the warehouse. They never called. I called Stenhafels back and talked to Ray and explained everything and he said the delivery guys had one more stop and would call around 6 P.M. and I said " don't you close at 6"^ and he said they were open till 8 and would call around 6 or 6:30 P.M. They never callled again. I called Steinhafels and got a recording saying customer service was closed. We went online to schedule another delivery date and finally received a call from ******? saying the new delivery would be for Wednesday 10/8 and we asked if she could make it sooner and she said she would call me within an hour - She did call back and said the delivery could be on Monday 10/6 with no promise of a delivery time - I said fine. On Monday 10/6, three delivery men came (****** , **** and ?) with the cabinet still in the box not assembled and they said it does not come assembled unless you spend more than $400 - I told him we did spend more and he said they only deliver - they do not assemble. I tried to call my salesperson (****) and got voice mail. I then called Steinhafels again and they asked to talk to the delivery guy and then the delivery men said they would not assemble - it would take 2 hours and the cabinet was not suppose to be assembled - I told him that Saturday's delivery was assembled and he said that was suppose to go to the store as a store model. So, I guess they were trying to pass off a store model as new to us - I assume the fireplace we received is still the store model and only the cabinet is now new. I told them to leave and I would call Steinhafels. I called my salesperson again and explained what all happened and he said " he sold several fireplaces and they were all delivered assembled". I told him that if we had to assemble the cabinet with fireplace - we would of never had it delivered for $99 as it would of fit in our Rav4 truck. He was going to check on it as well. Today is now Wednesday, 10/8 and still we have not had a call from Steinhafels. So, we are still with the unassembled cabinet and the store model fireplace! Also, on 2/27/11 we bought a cabinet with fireplace (price difference was within $50 of the new one) and had it delivered and it came assembled with the fireplace in it.

Desired Settlement: I would like the cabinet assembled with the fireplace in it or a complete refund of the delivery charge.

Business Response: We apologize for the inconvenience this is causing. We have refunded the delivery charge to this customer.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

******* And ***** *******

 

 

 

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a living room set from this store 1 year ago. 3 weeks after I received it, the cushions started coming apart at the seams. This happened on several cushions even after they come to repair them twice. The third time, the technician ordered all new cushions. 3 months after I received the new cushions, they started coming apart at the seams. I called customer service and told them that I was unhappy with this living room set and either wanted a refund or a new living room set. They sent a technician to the house who took pictures and made a report sent to the manager. Several weeks later, after numerous calls to customer service, they called and told me that they would order new cushions. They stated that the couch and chair were "full of pet hair" and that they would not provide a new set or refund. A manager from the store called several days later and I explained how unhappy I was with this situation. I asked to see these pictures of the couch "full of pet hair" and she refused. Clearly, this living room set was of poor quality. The set was not "full of pet hair" and they were lying to avoid during the right thing which is to provide me with a refund or a new living room set. That was months ago and I have not heard from them since.

Desired Settlement: I will not be shopping at this establishment any longer and no longer want a new living room set from them. I will probably be donating this set to ********. At the very least, I want a refund on a living room set which was of such poor quality that it was falling apart after 3 weeks. I would appreciate an apology from them for accusing me of abusing this furniture (by letting a dog sit on the couch) instead of backing up the products they sell.

Business Response: We informed this customer on 7/28/14 that she can reselect new furniture and get credit towards her new purchase for returning her original furniture. We have had a pending credit in our system since then waiting for her to reselect. We also advised her that the furniture must come back to us in good condition free of stains and pet hair. At the same time we advised her that if the furniture had to be cleaned when it came back to us that we reserve the right to bill her for cleaning fees. We still have this offer available to her. We cannot however issue a refund to her if she keeps the furniture.

8/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a chair on 4.12.14 and paid in full on that date. About a week after purchasing the chair I got a call from the sales associate that the leather selected for the chair was a premium leather and therefore the cost of the chair should have been double what they charged me. I could either pay the difference or come in to select a new covering for the chair. I came in to select a new covering for the chair and the associate gave us a 5% credit for the inconvenience. After we finalized the revised order, the sales associate indicated that we could expect delivery of the chair in 6-8 weeks as this was a custom order. After a few weeks I started to receive delivery status updates via email and to my surprise the expected delivery date was 8.18.14, over four months after our original order date! I thought this must be a mistake and called customer service. I was told that this was indeed the correct estimated delivery date and there was nothing they could do to accelerate the process. I reluctantly accepted this and patiently waited for 8.18.14 and the chair to arrive. The Wednesday before 8.18.14 I received a delivery estimate update with a new expected delivery date of 8.31.14. I had purchased this chair for our baby's nursery thinking I had plenty of time before baby arrives. I am now beginning to think we will have the baby before we get the chair.

Desired Settlement: I am requesting free delivery of the chair. We had planned to pick the chair up ourselves, but given the length of time we have waited, this small concession would be appreciated.

Business Response: We apologize for any inconvenience the wait for the special order chair is causing. We will set up the order with free delivery as customer requests. When chair arrives customer will be notified via email and then can set up her delivery. We appreciate her business.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

******** *****

 

 

 

8/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: Will accept refund, repair, replacement, or exchange....

Business Response: This customer can return the item to us for a refund, or use the credit toward a new item if he wishes. We are trying to honor his warranty, however we can't help it if he has moved the furniture out of our service area. We have have offered him a repair, but he would have to provide the transportation. The one year Manufacturer's warranty covers the parts and labor to repair, however they do not cover moving and transportation costs. These are the responsibility of the customer. 

Business Response: Thank you for making arrangements to return the KLIK-KLAK sofa.  We have entered a credit pending the return of the item to our ****** ***** store. The CRM # is ***********. Just  go to back loading area and let them know you are returning merchandise and give them the CRM #. . They will look up the pending credit and take back the piece. We are sorry for any inconvenience.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

*********** *****

 

 

 

7/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Steinhafel's Customer Service regarding a defective couch that I purchased in September 2013. They sent someone to look at the couch and he took pictures and asked questions. he also told me that I should hear back on a resolution in a few days. I had to call several times to finally get an answer (almost 2 weeks later). I was told that I would get a replacement couch (they no longer sold the same one that I purchased in 2013). I went to pick out a new couch (********* ***** store). We were told that the "fabric extended warranty" would not transfer to the new couch. The couch was still under Manufacturer's 1-year warranty. I was told I would get credit for the price difference of the new couch and the old but that I would lose the $96 for the fabric extended warranty. I disagree with this as the couch was not even a year old yet.

Desired Settlement: I expect to get my $96 credited. It is not my fault that the couch started to come apart and was found defective. It was less than the 1-year Manufacturer's Warranty.

Business Response: Our customer should have received credit for the sofa and the Guardsman protection plan. We have added $97.09 to his credit for his sofa. The total credit he now has is $956.94. We apologize for the error.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

***** ******

5/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a reclining leather power sofa on 9/8/12 after returning two terrible pieces of furniture after less then 6 months of having them. They did work with me on that and let me use in store credit to purchase something new. I was hesitant to even buy anything from them again because of the quality of the first couch that I bought, but we needed somewhere to sit and the in store credit was as good as they would do. Now a year and a half later the leather on my couch is cracking and the power recline buttons are not functioning all the time. Also one of the cushions seems like the springs are broken underneath. My wife and I purchased the guardsman protection plan for 5 years and I sent in the request to them to see what they could do. About a week and a half later they sent me a response saying that the guardsman program does not cover any of these items and that I would have to call the manufacturer. At first I had no issues with this because when I bought the couch I remembered the salesman telling me about the warranties that they offer for the couch. So I call not once but twice after the first person said they would call back and never did to talk to the customer service representative, who was actually a nice man, and found out that the warranties only cover the parts and none of the labor involved and that they have a sixty dollar charge for them to come out to see if it is even fixable. Upon hearing this I was a bit upset because the salesperson said the warranty would take care of everything. I asked to speak with upper management, but they were all busy and I was told I would get a call back and that never happened. At the time of writing this I have still not heard back from anyone regarding my problem.

Desired Settlement: All I would like is for the couch to either be repaired or replaced if it cannot be fixed like I was told when I bought the piece at no charge. I just want them to be held accountable for things they say and do. I know they are trying to make money as everyone in this world is, but stretching the truth to make a sale is not the best way. I bought the couch knowing that I had this to fall back on and without him telling me this I may have reconsidered.

Business Response: We can't find any customer account with the information this customer has provided.  If he has a receipt with an order number or can give us the exact name or phone number associated with his purchase, we would be glad to look further into his complaint. Thank You

Business Response: We can't find any customer account with the information this customer has provided.  If he has a receipt with an order number or can give us the exact name or phone number associated with his purchase, we would be glad to look further into his complaint. Thank You

Consumer Response:

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 have the order number here. ************.  It was for product SKU 231310436 Reclining Sofa with Power.  Date purchased 9/8/12.  If there is any other information that the company would like to know, please let me know.  I have every receipt and form that was exchanged in the transaction.  I just want my product, that they supposedly stand behind, to be fixed under warranty with no charge to me.  Like I was told it would if there were ever any issues.  Not a bunch of hidden fees that are just being told to me now.  i.e.  The charge to come and look at the product to deem of it is fixable or the fact that the guardsman(extended warranty they sell) that they sold me does not cover any of the items that are wrong with my product and the warranty I was informed of that lasted 5 years was actually only 5 years for some of the couch and 3 years for other parts and 1 year for something else.  Please just back your product and the warranty you told me was valid and fix my couch. 

Regards,

******* ******

 

 

Consumer Response:

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 have the order number here. ************.  It was for product SKU 231310436 Reclining Sofa with Power.  Date purchased 9/8/12.  If there is any other information that the company would like to know, please let me know.  I have every receipt and form that was exchanged in the transaction.  I just want my product, that they supposedly stand behind, to be fixed under warranty with no charge to me.  Like I was told it would if there were ever any issues.  Not a bunch of hidden fees that are just being told to me now.  i.e.  The charge to come and look at the product to deem of it is fixable or the fact that the guardsman(extended warranty they sell) that they sold me does not cover any of the items that are wrong with my product and the warranty I was informed of that lasted 5 years was actually only 5 years for some of the couch and 3 years for other parts and 1 year for something else.  Please just back your product and the warranty you told me was valid and fix my couch. 

Regards,

******* ******

 

 

Business Response: Thank you for the information. We have contacted this customer and are working with them to resolve their complaint.

Business Response: Thank you for the information. We have contacted this customer and are working with them to resolve their complaint.

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased a low chair recliner on March 17, 2014 and was told that we would be able to pick the item up on Thursday, March 20, 2014. My husband picked up the chair that night and put it together. He put it together without instructions because they were not included nor in the box. The chair consisted of two pieces and when connected he placed it on our hardwood floor and attempted to recline it and my husband notice immediately that the mechanism did not work and did not recline. He then put the chair on its back to figure out what was going on. He then realized that the mechanism to open the recliner was exposed below the bottom of the chair. This mechanism has two hard metal points that are below the chair's surface which upon trying the chair and adjusting the chair to a position scratched our hardwood floor which was just refinished during our remodel. Some scratches are superficial and some are fairly deep. These scratches will require refinishing again. Realizing this wasn't right and seeing our floor, my husband called Steinhafels the next day and they set him up with a service appt. for April 1st. Which was quite a long wait. ****** *** ******* *** came on April 1st, looking over the chair and he realized that the chair was missing legs. I explained to ****** that there were no legs or instructions in the box. He then checked everywhere in the chair to see if the legs were in the chair somewhere and they were not. He then asked if I had the box and I said yes...and I asked if he wanted to see it. He said no. I told him as soon as my husband put the chair together and the chair did not work properly, I went into the box to make sure that there was not any pieces missing or any instructions. The box was empty when I searched it out. ****** then said that he would try to get legs for the chair that day. He went back to Steinhafels and brought back 4 legs for the chair with in the hour. He measured the scratches on our hardwood floor and took pictures. ****** was a very nice man and help us out very quickly with getting the pieces (legs) that were not in the box. On April 5, 2014 we received a phone call from customer service about the floor. The customer service rep. stated that the scratches on the floor was the customer's responsibility and the chair should have not been on the floor without the legs. My husband stated, that there were no legs and because the 2 pieces were in there he put it together and assumed it would work. The rep. again said it was the customer's responsibility. Although, the scratches on the floor can be repaired they will require a lot of work. When the chair was put together my husband did not realize that it was low because it was a low chair to begin with and did not realize that more parts were needed because they were not included nor were instructions. There is also no easily visible attachment sites for the legs. If the product was packaged correctly with instructions, legs, etc. the damage would not have or would have been less likely to happen. During the short time it was being set up, it was realized quickly that something was not right but by then the damage did occur. Although, the damage did occur I think Steinhafels could have made an effort to bear some responsibility or even an apology. Neither one was addressed. We have bought numerous of items from Streinhafels within the last 10 years and we never had any issues. We were very happy with everything up until this point, but now we are a little disappointed.

Desired Settlement: My husband and I would like Steinhafels to repair the scratches on our newly refinished hardwood floor or give some financial assistance and an apology for what had happened.

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

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

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

4/6/2014 Problems with Product/Service | Complaint Details Unavailable
3/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a leather section last year during the memorial day sale...my wife and myself were purchasing the first new furniture of our lives... We asked the sales rep Theresa to direct us to the most durable leather couch they have. Needless to say we did not get that. We have had nothing but problems...stitching is pulling out, the chase lounge chair had a cable snap or something (technician fixed) the chrome finish on the cup holders is worn off and there are numerous spots on the coach where the finish is coming off the leather. We had a tech come out only to tell us its not a manufacturer defect and only the cup holders would be replaced...no further explanation...He repeatedly questioned my wife on our dogs behavior on the couch and implied that he could cause millimeter sized specks of the finish to where off...I am looking for steinhaffels to uphold their guarantee and correct the problem...If not I will escalate accordingly thank you...Please ONLY contact via email

Desired Settlement: That I have couches that I can appreciate and not hate paying a large bill on.

Business Response: To whom this may concern,

Thank you for forwarding this complaint to us. On March 11, 2014 our technician found the furniture soiled and abused. He filed the following report.

On the Left Arm Facing recliner and armless piece, the seats are peeling and the color is wearing off... the is set very 
dirty.  It looks like its from a dog when its paws are wet or muddy. The top of  the chaise seat also has color loss. The top stitching broke off 5 inches   
from the armless seat. There are also loops pulled along edges from dog claws.  The storage console has the chrome finish rubbed off from cup holders.
On the Right Am Facing chaise, I reconnected the rip wire to inside bracket. Took pictures...We can order new cup holders and UPS to customer.... 8:05 AM - ***


On March 13, we called this customer and left them a voicemail advising that the only thing we can replace are the cup holders. However, due to the customer not maintaining their furniture properly,
the issues he is reporting are not covered under any factory warranty. The warranty covers properly maintained furniture against manufacturer defects.  This customer has not properly cared for and
maintained his furniture. We would recommend he get in touch with a leather restoration company if the wants the damage repaired. We can recommend someone
if he calls us. Please see attached pictures as evidence of the damage.

Steinhafels

Business Response: We are reaching out to our manufacturer and are working with them to get the necessary parts to repair this customer's furniture. This is being done for the customer on a no charge basis as a courtesy. We highly recommend that he take precautions with his pet and cover the furniture with a blanket before allowing it on the leather surfaces. There is not a guarantee against animal nails, claws, or body oil and how it will react with leather surfaces. We have advised the customer that we are going to take care of the repairs for him and value his business.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

**** ********

 

 

 

3/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would like Steinhafel's and GECapital to communicate to resolve the incorrectly entered payment plan so the interest I have incurred in error is removed from my account.

Business Response:

Thank you for forwarding this customer complaint to us.  We have investigated her transaction and have ascertained the following facts.

Her initial purchase (January 2012) with Steinhafels was financed for 2 years. 

Approximately 1 month later (February 2012) the customer returned a mattress and re-selected a different mattress under our 120 night sleep guarantee.  The 120 night sleep guarantee covers our customers comfort with their mattress, not their financing options.

The financing plan available at the time of her reselction was 12 months w/ minimum monthly payments.  Under her signature the sales slip clearly shows what the financing of that purchase was.

The customer did not contact our customer service department until February 2014.  A full 2 years after her initial purchase.

During a telephone conversation the customer fully admits that she set-up an automatic payment with GE and did not look at her GE bills during the ensuing 2 years. If she had read her statements, she would have seen her finance plan had changed.    

Steinhafels business relationship with GE Capital ended December 2012 and we have no recourse with them.

All financing companies must clearly show a customer accrued interest and the dollar amount of purchases which fall under defered financing programs.  If the customer had reviewed her bill, she could have escalated her payments to avoid accrued interest charges.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I would have taken another sofa in exchange. Even if it would have been a clearance item. They didn't offer anything. I have since purchased another sofa.

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

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have recently remolded our home and were looking to purchase new furniture. **** ******* highly recommended that we use the decorating package that Steinhafels offers and thought ***** ****** would be a good match for us. I first met with ***** at our house on Friday, November 8th. I had told her what we were looking for as far as furniture and she helped me then finalize my paint color choices. We were supposed to meet with ***** on Saturday November 16th but she had contacted us that morning and let us know that her mother was ill and wondered if we could reschedule our appointment, which we were happy to do. On Sunday November 17th, we came to Steinhafels to meet with *****. She went over the floor plan for our living room that she had drawn up and we also looked at the furniture pieces she had picked out. We were very pleased with what she had picked out for us, except when it came to making a decision on picking out a bedroom set. When ***** was at our house, she did not measure out our bedroom, like she had done for the living room so when looking at pieces for our bedroom, we could not make a final decision because we had to go home and measure to make sure the pieces we wanted would fit. Before leaving on Sunday, we purchased our couch, recliner, tables, lamps and rug for our living room, along with our dining room table and chairs. We left in agreement that we would go home measure our bedroom and get back to her with the measurements and she would look for lamps for our bedroom and also some art pieces for our living room. My husband, Monday morning the 18th, emailed ***** the measurements for our bedroom. ***** then emailed us the floor plans she drew up for our bedroom and we decided on. We then came to the store an hour or so later and ordered the bedroom set we picked out. ***** told us that everything was in stock (except for the rug we ordered) and then set up for all of our items to be delivered today, Wednesday the 27th. ***** did not have any lamp ideas picked out for us or any art pieces for our living room. She said that she was going to the dells for the next three days to decorate a hotel but that she would get back to us when she got back with lamp and art ideas. Please note that we do not have any light fixtures in our bedroom, these lamps are our only source of light for our bedroom. Today is Wednesday November 27th and I have not received ANY communication from ***** in regards to any lamps or art piece ideas. On Monday November 25th, my husband received a delivery confirmation email. In the email it listed out the pieces that were scheduled to be delivered today and my husband noticed that our bedroom furniture was not listed. He forwarded the deliver confirmation email to ***** and asked her to look into our bedroom furniture for us, as we were told all pieces were in stock (except for the rug we ordered) and everything was coming together. *****'s response was that she was out of town and asked that we contact customer service and she provided us with the phone number. We contacted customer service and were told that not all of the pieces were in. We asked them to deliver what was available and were told that they would have to call us back with a commitment to do so. We asked ***** for any assistance she could provide us in getting this situation straightened out. ***** replied to my husbands email on Tuesday November 26th at 12:33pm stating that she noticed delivery was scheduled for the pieces that were in for today. We still have not received an expiation from her as to what happened to "everything being in stock" when we placed our order, nor have we received any communication from her about when our bed will be in stock, or the lamps and art we were still interested in purchasing. I reached out to **** ******* yesterday and asked him to look into everything for us and help resolve. **** was able to look into it and get back to us and let us know that the bed would be in stock today but just wouldn't make the delivery truck and he is also working on setting it up for delivery. Shouldn't this have been something that ***** should have taken care of for us especially since we paid her $400.00? We paid $400.00 to have your store provide us with extra service, advice and assistance for our experience. I am not a happy with the way this has all turned out. I really do not understand what we paid the $400.00 dollars for if this is the treatment and service we were going to be provided. One would think that in paying for a decorating package that someone would come to your house, go through your house and provide you with ideas on all rooms of your house, even if it is not specifically what you had in mind. We have two other bedrooms in our home, which ***** never gave us any ideas for.In summary here are the items that have made this experience unfavorable:We thought when we purchased this service every room would be designed and configured. Not just one living room and a bedroom. There are two other bedrooms, a bathroom, and a basement bar/office/rec room. The bedroom plan was drawn up for 2 nightstands only one was ordered, causing three separate trips to the store.No lamps, accessories or artwork has been recommended. When Steinhafels called to schedule delivery for the second one an automated call then placed me on hold for 15 minutes and then asked if I wanted to leave a message. No second delivery has been scheduled at this time and nobody has contacted us. Lack of follow up from ***** even to see if we liked how it looked when the furniture arrived.We paid $400 for something any of your in store sales team could have done had we brought our room measurements into the store. No other rooms beyond the living room were measured or designed for us. We realize this email is rather lengthy but wanted you to see understand our experience from the beginning. ***** is very pleasant to work with when we have been engaged with he

Desired Settlement: We would like a $400 refund on the design service we purchased. Steinhafel's design team did not live up to the expectations they set when they sold us the service. They claim to have done the work but they haven't.

Business Response: A refund for this customer's decorating services was processed on Feb 5, 2014.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

****** ******

 

 

 

1/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a dining table set from them on 11/15/13. A little over a month after having that table, the veneer started to crack and chip. We contacted Steinhafel's and they sent a technician to take photos of the damaged table. We received a call from them today stating that they will not replace the table for us because it is our fault that it is cracking/chipping. When they asked us how we clean the table, I told them I was using a wet washcloth to wipe the table down. They asked if I dried it afterwards and I said no, I let it air dry. They told us that the table needs to be dried immediately after coming in contact with liquid and since we did not do this, the manufacturer will not replace the table. I have NEVER had a kitchen table that if it gets wet at all (and I'm not talking saturation, I'm talking about being damp) it will be damaged. When we purchased the table, we were not warned by Steinhafel's that if we get the table wet, it needs to be immediately dried or this will happen. All I am asking Steinhafel's to do is replace the table top free of charge to us, but they will not do so. They said they will contact the manufacturer to find out if they will allow us to purchase just the table top for $200. I refuse to give Steinhafel's or ****** (the manufacturer of the table) another dime. I am so upset and disappointed by the product I am stuck with, and also the service I am receiving when I contacted them for assistance.

Desired Settlement: I would like Steinhafel's to replace the table top free of charge to us.

Business Response: As a one time courtesy for this customer we are replacing her table top at no charge. We highly recommend she use place mats, or a table pad for regular dining at the table. This is an all wood product with a lacquer finish that is not impervious to water. All wood furniture no matter what room of the home its used in needs proper care and maintenance. Using water on the table will damage the finish and cause it to lift. The same result would occur for example on a wood end table or nightstand if it were cleaned with water and let to air dry. If any water or moisture gets on the table top, it needs to wiped off dry with a soft drying towel or cloth. For cleaning an all wood table we recommend furniture cleaning and polishing products according to instructions. We carry a line of Guardsman furniture care products in our stores.

1/6/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a sofa sectional (4 pieces), a sofa, and 2 chairs from Steinhafel's. We also purchased the Elite 5 year warranty from Guardsman at Steinhafel's. 1) We were delivered the wrong chairs. We ordered chairs with a print fabric and the chairs came with the same fabric as the sofas. They reimbursed us for the error. We were so unhappy with the quality of the sofas that we refused to have them send the correct chairs. 2) The furniture very quickly started pilling and fraying. We noticed it within the first week of having it and within a month it was terrible. It looked worn and dingy with pilling and fraying. -Steinhafel's sent a service technician to take a look. He recorded (without our knowledge) that it was pet damage and use. I'm not sure how much damage could be done to a couch in a month by "using" it. They told me to call Guardsman and file a claim under the Protection Plan we purchased. Guardsman said it was a manufacturer issue. I call the manufacturer and they denied any issues with the fabric but that they couldn't replace it any because the fabric had been discontinued. - According to the agreement signed with Guardsman pilling and fraying is not covered under warranty if it is "over time". I don't know what "over time" means but I wouldn't think the first month of owning the couches it would be considered pilling and fraying over time. 3) One year later. Our toddler broke a pen on the couch and as a result soiled all 4 cushions on the large sectional. I called Steinhafel's to get the information for Guardsman and I was informed by Steinhafel's customer service rep that all damage has to be reported in 5 days of the damage. I was not aware of this policy and it had happened 2 weeks before I called. They told me it would not be covered. - Per the agreement, yes it says it won't be covered unless reported within 5 days BUT there's a catch. If you go to the last page of the document on the bottom right hand corner you'll find that there's an interesting statement. It says: WI & UT RESIDENTS: Obligations of Guardsman under the Protection Plan are insured under a Service Contract reimbursement insurance policy. The insurer assuming the obligations of Guardsman in the event of our insolvency or other financial difficulty is *** ******** ********* ******** *** ******* ******* *********** ** *****. If Guardsman becomes bankrupt or insolvent or cannot pay a claim within sixty (60) days of your filing it, you are entitled to make a claim under the reimbursement policy directly to Old Republic by calling 1-866-427-3767. WI & UT RESIDENTS: THIS WARRANTY IS SUBJECT TO LIMITED REGULATION BY THE STATE INSURANCE COMMISSIONER OR DEPARTMENT. WI RESIDENTS ONLY: Wisconsin residents are not required to report damage within five (5) business days as stated above, however notice of loss should be made as soon as reasonably possible, and within one (1) year from the date of loss. If you do some further investigating you will find a large number of complaints about customers, in Wisconsin, not reporting damage within 5 days and didn't get their furniture serviced. This is Appalling! I can't believe that they have an A+ rating with the BBB. 4. A few months later I called Steinhafel's to have another service technician come out. They were reluctant because I was "outside the 1 year manufacturer warranty". Well, I wanted them to further investigate the flatness of the fabric because, by this point, the cushioned were deformed and didn't hold their shape, the seams started ripping and the zippers started breaking. I couldn't believe that this was acceptable. - They sent the same service technician to our home to inspect the couches once again. - This service guy said it was interesting that the fabric frayed and pilled like that. He also thought it was odd that the cushions seams and zippers broke. He said he was recommending at the very least a store credit but couldn't promise anything. We never heard back from Steinhafel's. I followed up with them by going into the store and a sales rep informed me that the notes said "pet damage, heavily stained (because of the ink), and misuse, not covered under warranty". The sales rep then says something very telling to me. She said "I sold my sister this set and she's still furious with me because her couch did the same thing, it looks terrible. I avoid that furniture with all of my clients."

Desired Settlement: I would like a refund for the furniture that we purchased. I don't even care if I have to return it. It's terrible! It's the worst purchase we ever made and we just bought new living furniture because we were so embarrassed by this set. I even spoke to ***** ********** who was condescending, less than amused, and unwilling to listen to my side of the story. Now, I found out they're lying to consumers about the protection plan they're selling. I wonder how many people have been hipped out of repairs on their furniture. Also, they misrepresented the warranty when selling it. We said, "It covers ANYTHING?" They said, "Anything". "Even pets, kids, guests, spills, etc?" "Yes, Everything!" I guess not! Thank you for your time. ***** ******

Business Response: To whom this may concern,

This customer took delivery of her furniture on 3/27/2011.

On 4/12/2011 she called us to report that the fabric was pilling with threads coming up. Our technician went to her home on 4/25/2011 and reported the reason the fabric was threading was because her 3 dogs were allowed on the furniture. Pilling is a normal characteristic of some fabrics and is not considered a defect. We advised the customer that the manufacturer's 1 year warranty on fabric does not cover pet damage.

On 10/28/2012 this customer contacted us again over concerns with the fabric. Please note that this was a year and a half after our original delivery of her furniture. There is a one year warranty on the furniture and fabric. Even though the fabric was out of warranty, we still sent our technician to inspect the furniture as a courtesy. Our tech reported the furniture to be soiled and stained, but did repair an open seam for the customer.

In December 2013, another year later, this customer is filing a complaint that she was misinformed on calling in a damage claim on her Guardsman 5 year protection plan. Guardsman's normal policy is that claims should be reported to them within 5 days of the actual occurrence. There are certain states including the State of Wisconsin where claims for protection plans can be called in within a reasonable amount of time up to one year. We apologize, if we misinformed her by telling her the claim should be reported within 5 days. We always encourage our customers to enter Guardsman claims as soon as possible as it makes it easier to address the claim.  As a courtesy, will refund her the $406.99 plus tax she originally paid for the Guardsman plan.

We cannot however, refund her for the furniture because it has been in her home for 2 years and 9 months, is heavy stained and torn, and cannot be returned to the manufacturer.  We sent another technician to her home on 12/16/2013 to confirm the current condition of the furniture. We will be issuing a refund check in the amount $406.99 plus applicable sales tax to settle this complaint
.

Consumer Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** ******

 

Thank you for the timely response.

It is in my opinion that Steinhafel's in misrepresenting and misleading you, the Better Business Bureau, and their consumers. As stated above Steinhafel's admits that they apologize for misleading me, the consumer, about the Guardman Protection Plan. I have called on numerous occasions to ask what the policy is in regard to reporting damage. They continue to repeat the 5 day policy. Informing customers that a protection plan has a 5 day policy to report damage, when it doesn't apply to WI residents is misleading and results in not receiving the coverage. I would also like to point out that the "soiling and staining" the second time the technician came out was due to the fact that my 2 year broke a pen on the couch and when I called to have the couch repaired I was "outside of the said 5 day rule". My furniture is not covered any longer because it is considered (misused), as it is still "soiled and stained". This has prevented me from having a nice sofa that I could rely on to be a quality piece of furniture for 5 years. I paid the almost $500 for the protection plan so if something happened and my furniture was damaged it would be repaired. Steinhafel's has maliciously prevented this from happening. To come to a customer's home within the first month of having the furniture and claim that the pilling and fraying is from misuse, it's normal wear, and it's because pets are allowed on the furniture is an absolute outcry.

Attached is the document that states the policies of Guardsman. Under the "Not Covered" section it says Not Covered (over time) "pilling and fraying". I think the (over time) part has been grossly misrepresented considering how quickly our furniture pilled and frayed. Steinhafel's did not deny the pilling and fraying per their response, they just classified it as "pet damage" or normal wear.

Because of Steinhafel's misleading me, the customer, and lying to me about a product that they sold, my furniture is no longer protected, and I have had to replace my entire living room set. The fact that Steinhafel's responded to the Better Business Bureau with an emphasis on how long we waited to report the second and third time is absurd. Considering, we reported the dissatisfaction with the product  well within the warranty. As stated in the original complaint we were never sent the original pieces of furniture we ordered in the first place, and the quality of the fabric was so bad that we decided to have them refund the money for the 2 chairs.

Steinhafels also has not acknowledged the lumped cushions that don't hold form, the seams that tear and the zippers that break. When I called Guardsman with this issue they referred me to the manufacturer who then informed me that the fabric had been discontinued. I am completely offended and just frustrated that I bought into a "blame game" that was designed to protect the consumer, when instead, the Guardsman Plan is just an upsell item designed to make Steinhafel's more money. I am requesting that Steinhafel's provides documentation on whether they are obligated to reimburse a percentage of the sale if a claim is made OR if they get some sort of payback if a claim is never made.

When we purchased this furniture and the protection plan we were told EVERYTHING was covered, everything! Now, I'm not completely oblivious, I understand that something that sounds too good to be true, in fact is probably too good to be true. The point is, I was lied to about the terms of the agreement. I signed an agreement to purchase a 4 piece sectional sofa, a standard sofa, both solid colors, and 2 Chairs w/ custom printed fabric. I recieved the sectional, the sofa, and 2 chairs, all the same color. From the beginning Steinhafel's has not held their side of the agreement.

For what it's worth, maybe I'm exhausting you with the length of this response, I wanted to bring up the Darner Motor vs Universal Underwriters case which I think helps shine a light on what's going on here. We have 4 parties involved here: myself, Steinhafel's, Guardsman, and the manufacturer. Steinhafel's sold me a poor quality product, blamed my pets for the poor quality (how can a pet cause even pilling throughout both pieces of furniture in the first month?). When my furniture had damage Steinhafel's lied to me (the third party) and misrepresented the product THEY sold me (Guardsman). Guardsman passed it off to the manufacturer and here I am, almost 3 years in (with 2 YEARS left on the protection plan) with couches that don't meet the criteria to be protected.

This is a scam, call it what you want (Steinhafel's not the BBB), but selling a product and then lying about the terms is a scam. You're keeping my money without giving me the service. This lack of service is preventing me from getting my furniture replaced because it is now deemed "misused" by the protection plan and I believe Steinhafel's is responsible.

I will only accept a full refund of the furniture AND the protection plan AND Steinhafel's needs to contact Guardsman and inform them that they are being misrepresented. ALSO, I am requesting that Steinhafel's be required to make a public announcement and display in clear writing to EVERY customer in the store (by signs) that the State of WI does not require a 5 day notice from the date of the damage for the furniture to be covered.

I am a ****** ******** **** ** *** **********. I believe in integrity, honesty, and respect and I can't believe that Steinhafel's is considering getting out of this by simply refunding the protection plan money. This is about more than the money............. it's the principle.

Also, Steinhafel's did not acknowledge the numerous times I came in person to their Menomonee Falls location to complain. I don't know if, Jon, the person who sold us the furniture, still works there but ask him, I spoke with him at least 3 times.

Thank you!
~***** ******

Business Response: To whom this may concern,

We reiterate that we cannot refund this customer for her furniture because of the following;

  • The customer has owned the furniture for 2 years and 9 months
  • The furniture is no longer under any manufacturer warranty and can't be returned to the manufacturer

We will still offer to refund the customer $406.99, which is the amount the customer paid for the Guardsman protection plan.  Instead however, the customer can fill out their Guardsman claim form and mail it back to Guardsman. Guardsman sent this form to the customer approximately 12/10/13. Guardsman would make a determination on their claim.  If the customer chooses to submit their claim to Guardsman, we will wait on refunding  the $406.99. If their claim is honored we would not send the refund. If Guardsman denies their claim, we can then refund the $406.99. If the customer chooses not to send in their claim, they can let us know and we will then refund the $406.99.

 

 


12/6/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A couple of months ago, I purchased a bunk bed from Steinhafel's Furniture. The day I bought the bed, the company informed me that the bed was not in stock and that it would take about a month to get the bed and it would then be delivered to me. Since that time, I have received weekly e-mails from Steinhafel's showing the approximate date that the bed will arrive, and with each e-mail the arrival date keeps getting pushed back further. The latest e-mail now states that the bed is expected to arrive on Januery 20, 2014. This is about 4 months from the date of purchase. I called Steinhafle's customer service line and was told there was nothing they could do. The bed was ordered from an overseas vendor and the vendor keeps pushing the date back. I then asked them to contact the vendor and see what the hold up is and to see if I could get a concrete day of arrival for the bed. They said that they would and that they would call me back. They did not call me back, so I called them again. They said they had contacted the vendor and the vendor said that they had not shipped the bed yet. I asked them if they got a concrete date on when the bed would get here. I was told that it was out of their hands and there is nothing they could do. They said it is possible that the date could keep getting pushed back.

Desired Settlement: I would like the bed delivered before the end of the year. If that can't be done, I would like to be able to pick a bed of equal or greater value as a replacement, at no extra cost. I don't have time to do a lot of shopping again for a new bed at different stores. I would just like for my daughter to not have to sleep on a matress on the floor during the cold winter months. The bed was suppose to be a gift for her birthday, but her birthday is today, so that will not be happening.

Business Response: We apologize to this customer for the inconvenience of waiting for his order.  Arrival dates are based on the latest shipping information from the manufacturer. Their delays are frustrating when they occur and they happen for many reasons. We are in regular communication with our manufacturers and work hard to expedite shipping. We will continue the weekly emails to our customer until the bunk bed arrives. As soon as that happens we will notify him.  Our goal is for all our customers to enjoy their new furniture as soon as possible. This customer has been emailed every week with updates. We again apologize for the manufacturer's delays. This customer is free to cancel his order at any time for a full refund or to re-select a different bed. If he does reselect, we will work with him to get our best sale price, but he would be responsible for the additional cost if there would be any.

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

****** *****

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I need a technician to replace the staples in the end piece of the second couch, and/or replace that piece. I also need my carpet replaced, including the costs of labor and materials. This will cost between $1400-$1700. I need to be made "whole."

Business Response: Our ******** ******* has contacted this customer and is n the process of resolving this complaint. We also will contact customer regarding the situation with staples on one of their furniture pieces.

Consumer Response:

 

On Sat, Nov 16, 2013 at 12:53 PM, **** ****** ********************** wrote:

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

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

Fondly,
**** ******

On Nov 13, 2013 7:25 PM, ***** ******** *********************** wrote:
Hi ****
 
  Received payment in late afternoon . Will be contacting you soon to set up time , just want to make sure I have right guys to move sectional, but I have more than one acceptable crew to choose from. I'll look forward to talking with you soon.
****
On Nov 13, 2013, at 5:56 PM, **** ****** ********************** wrote:

I just received an email that you received payment today. I look forward to hearing from you for installation.
****

On Nov 13, 2013 3:16 PM, ***** ******** *********************** wrote:
Hi ****

     Here is your copy of the invoice for your project. Questions let me know.





****

 

 

 

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I want a full refund. I do not feel a restocking fee of 33% as stated by **** ***, is fair.There are clearly issues with their floor sample I ordered from. I do not feel that is my problem. This color may be the one the factory sends, but it is NOT the one advertised on the floor sample I ordered from.The sofa delivered is unacceptably red-brown when I feel the color I ordered "hazelnut" is more of a brown-tan. Obviously the visiting tech agreed with me, hence the reorder back in January.

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

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

 

****** *****

 

 

 

11/2/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
8/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint against both Steinhafels furniture in Waukesha, Wisconsin and ********* ********** *****. I purchased a ********* ********* “5 Year Protection Plan” from Steinhafels on October 21, 2009. Now that I have tried to use the protection plan on two occasions, I am thinking this was simply an up-sale and way to squander more money from customers. This plan is a total waste of money and the claims process is extremely frustrating. Steinhafels is a quality company, shame on them for doing business with this company. I want my $318.99 back!

Desired Settlement: This was a totally useless protection plan with no useful benefits. The employee of Steinhafels totally exaggerated the benefits of the service and I was never given the full details of the protection plan (only a flyer). I want my $318.99 back.

Business Response: This customer purchased her furniture in October 2009. She also purchased the 5 year ********* protection plan as she states. The ********* plan protects customers against accidental occurrences to their furniture. We researched the claims this customer made with ********* and found that they were denied for the following reasons.  Her claim for the leather fading was denied because its not covered under their plan as a single accidental occurrence. Fabric and leather fading or loss of color is not covered under this plan. Her claim for punctures was denied because the she did not report it within the time frame required by *********. Per ********* the customer stated on her claim form that the puncture occurred on Feb 15, but she did not contact them until July 29. ********* allows up to 14 days from the date of the occurrence to report claims.  Regarding this customers statement that she never received the full details of the plan, ********* normally mails the complete plan to customers within 30 days of the day of their delivery. What is covered and the claim reporting procedure is detailed in the form that ********* mails out. The customer also states she only received a flyer the sales associate handed her. In the flyer we give to our customers it states what is covered under the plan. It also states that damage claims must be reported within 5 business days of the damage occurring.  If need be, ********* will allow up to 14 days from the time customers notice damage. We will not be able to refund this customer for the protection plan. The plan is for 5 years and she has owned the furniture for 3 years and 9 mos. Attached you will find a sample of the ********* ***** protection plan this customer purchased.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought an expensive bed in December 2012 from Steinhafels. Financing was 0% interest for 4 years with GE Capital Money. I immediately submitted the paperwork to GE Capital Money to get auto-payments started. I made my payments for January and February 2013 over the phone and was given a Confirmation # on my payment. GE Capital Money said they could not find my auto-payment paperwork and that the confirmation # I got for making a payment over the phone was not a real confirmation # so they had to charge me late fees. They suspiciously kept wanting to charge me late fees even though their IVR system would thank me for the payment made over the phone and give me a confirmation #. GE Capital Money said that their IVR system was not accurate when giving out confirmation #'s and that they could not tell me the status of my auto-payment paperwork. I called Steinhafels to complain that GE Capital Money was being extremely difficult to work with and Steinhafels agreed to do a new contract and have the payments switched to Wells Fargo (I later found out that they had been having problems with GE Capital Money with other customers.) I thought everything would work out ok until Steinhafels (Bill Schultz) told me that with Wells Fargo, I would have to pay double-digit interest after 2 years since they did not offer the same 4 year interest free contract. I told Bill at Steinhafels that the interest free payments was one of the main reasons I bought the bed and it was not acceptable to change the terms and now pay double-digit interest after 2 years. I asked Steinhafels to call me once they could resolve the issue so I could continue and make payments. Steinhafels never called me. GE Capital Money continued to be a horrible company to work with to try and make payments and I was suspicious about some of their tactics to try and get additional fees. After waiting a couple of months for Steinhafels to contact me, I called Steinhafels to find out what was going on since GE Capital Money had now put this on my credit report (I had a perfect credit report until this incident.) I contacted Bill at Steinhafels who was not very pleasant to work with. He said that they had no responsibility and that I was on my own but "good news" that their contracts with Wells Fargo now offered 0% interest for 4 years (something they could not offer 2 months ago). I said that was great and I will come into the store to sign over a new contract with Wells Fargo if he would be kind enough to contact GE Capital Money and get my credit restored. He refused to do anything with my account with GE Capital Money.

Desired Settlement: I would like to simply sign a new contract with Wells Fargo for the purchase of my bed and my credit report cleared from GE Capital Money destroying it. Steinhafels told me they would call me back when Wells Fargo did not offer the 0% interest for 4 years but there seems to be a lack of unwillingness to help any of their customers who have all had problems with GE Capital Money, the company they were "pushing" for financing their products. Bill at Steinhafels said "we have no responsibility" even though they offered to help with the only option being different payment terms with Wells Fargo. Bill said that unlike a few months back, Wells Fargo NOW offers 0% interest for 4 years (instead of 2) and I can come into the store and sign a new contract with Wells Fargo. I told Bill that I was even willing to pay off the entire amount but that I needed assurance that my credit score will be cleared by GE Captial Money (they are a very, very shady company). Bill refused to do anything and every day my credit is getting worse and worse by GE Capital Money, a company I refuse to work with or give money to due to their shady practices (I've spent countless hours on the phone with GE Capital Money trying to get my auto-payments going). It should also be noted that the GE Capital Money did not even put accurate information on my credit report.

Business Response: Steinhafels no longer uses GE Capital for customer financing, however this customer made his purchase prior to this change and had a financing agreement with GE.  Credit decisions are solely made by the finance company and Steinhafels can't affect these decisions.  We are unable to offer this customer a new financing agreement on the purchase he references in his complaint.  The GE Capital collections department has turned his account over to an outside agency. This customer will have to deal directly with GE regarding his credit. We are not involved in credit decisions. Customers credit  information is private between the financing company and the customer.


Customer Review(s)

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Customer Reviews Summary

27 Customer Reviews on Steinhafels Furniture
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