Complaints

This profile includes complaints for Steinhafels Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steinhafels Furniture

  W231N1013 County Highway F Waukesha, WI 53186

  
• 

  Steinhafels Furniture

  N93W16677 Falls Parkway Menomonee Falls, WI 53051-1487

  
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  Steinhafels Furniture

  429 W Silver Spring Dr Glendale, WI 53217

  
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  Steinhafels Furniture

  18895 W Bluemound Rd Brookfield, WI 53045-6097

  
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  Steinhafels Furniture

  5215 High Crossing Blvd Madison, WI 53718-6391

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new couches from ************ in November 2020, couches deliver in March of 2021. Six months later I reached out as the arm of my couch was unraveling on its own, reached out for a service call which was scheduled for 8 weeks out to January 2022. By that time 3 other arms began the same unraveling and brought it to the service mans attention when he advised me that I need to call and put in separate service tickets for that issue but he will order the replacement piece for this current arm and call to schedule when they receive the piece. February 2022 they call that they have the piece for replacement and was scheduled for another 8 weeks out, we are now in April 2022. Service came out accessed the other arms and noted that the unraveling was happening to all but 1 arm and said he would have this escalated because these are top of the line ***************** couches and this should not be happening. Fast forward to mid June 2022 and I finally get a call that they need to schedule to come pick up all 3 pieces, will take it back to the warehouse, repair and re-deliver. Scheduled pick up for Saturday, July 9, 2022, to be repaired Tuesday, July 12, 2022, to be inspected Wednesday, July 13, 2022 and then delivery Saturday, July 30, 2022. Delivery men come and before they carry the furniture back in I asked if I could go and inspect it which they allowed and good thing I did, love seat and chair are repaired but the sofa (which was the initial issue). Today is Thursday, September 1, **************************** to inform that it will be at least **** weeks for the parts to repair, and this does not include how long it will take to deliver. Basically called with no update and here we are no couches, no where to sit and out $5,000.00.

  

  Business Response

  Date: 10/08/2022

  ********, 

  Thank you for your patience in getting your sofa repaired.   I see it is scheduled for re-delivery back to you on October 8th.   We hope you are satisfied with the results and to indeed have it back in your home.   Claim # *******HE32.     We apologize for the length of time it's taken for the parts to arrive and then for us to repair it. 

  Please let us know if you have further concerns on the set. 

  Sincerely,

  *****

• Initial Complaint

  Date:08/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a Laredo 2 from Steinhafels a few years ago and our furniture came with a warranty. Well after maybe 2 or 3 years of using our sectional our furniture started to fail. One of the springs came loose, cushions went flat, and electrical failure on our usb charging station. We decided to file a claim with Steinhafels to have our furniture repaired and it turns out they outsource their furniture repair to a company called Guardsman who uses a third party company called AMR industries to do their repairs. We filed a claim with Guardsman 9/13/21 for our furniture. They sent a technician (***********************) from AMR Industries to our home and they inspected our furniture and told us that they were surprised that this furniture had failed in this short of time. My wife told him about the flat cushions, usb failure and broken spring. Fast forward 6 months and we received a box of stuffing. We called AMR to install the stuffing, they informed us that they had sent us the wrong stuffing and it wouldn't fix the problem. Not to mention, nothing was sent for the electrical failure or spring issue. *** put in another order for the right stuffing and here we are still waiting. We continue to call Steinhafels, Guardsman and AMR Industries about our furniture and we seem to can't get an answer from any of them. The communication for this whole issue has been very poor and we are tired of hearing COVID as a blanket statement excuse. Overall, we are disappointed with Steinhafels, for not standing behind the products that they sell and giving us the run around for a year. Our furniture failed and is in worse condition than it was over a year ago and nobody seems to be doing anything about it. When they did, it was the wrong stuff and didn't fully fix the issue in the first place. We are seeking a new sectional at this point because this is ridiculous.Claim number ********

  

  Business Response

  Date: 09/26/2022

  *******, 

  We apologize for the confusion and the delay in servicing your recliners.   I see that the parts were ***** to you on 9/2/22.   Once received you can contact Guardsman for your repairs as they are the Servicer for your Protection Claim of flattening seat cores. 

  Once installed you should find the product to be repaired and back to manufacture specifications.  

  Thank you for your patience with the repair process and the delays in getting the parts. 

  Sincerely,

  *****

  Customer Answer

  Date: 09/26/2022

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

  The replacement parts are wrong again. It has been over a year now since we first put in our claim.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 10/31/2022

  *******,

  Thank you for your patience with your claim.   We have contacted Guardsman and they will be processing for you for a reselection.   We are just waiting on the paperwork and will contact you once everything is in place and processed. 

   

  Thanks again for your patience. 

  Sincerely,

  *****

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I propose a resolution of the Steinhafels reimbursing me for a $189 restocking fee due to errors they are at fault for.On June 15, 2022 I purchased a chair from ************. The item was on backorder. On July 8, I picked up the chair from the store, which was in a box. Upon bringing it home, we discovered that the chair was much darker in color than the floor model. It also was made from a different fabric, which felt different and had a sheen to it. There was no floor model of the chair that we actually received. We were told the chair only came in one color. The recliner also made a noise that the floor model did not make.Immediately, we complained to Steinhafels about the error / defects and showed them images of the chair we received and compared it to the floor model. Staff and the store manager, at first, were very apologetic about the mistake. They told me that they would order the chair that we selected, in the color that we wanted. On July 10, 2022, they reordered the chair. It did not arrive until August 7, 2022. Immediately, it was apparent the chair they ordered as a replacement was, again, incorrect and looked nothing like the floor model. We let Steinhafels know we found this unacceptable. This time, employees denied that there was a difference between the floor model and the chair we received. They said photos taken with a smartphone can be distorted and that the lighting in the showroom may impact how merchandise appears. I even brought in the detachable back of the chair and compared it to the floor model -- staff still denied there was a difference. I felt stonewalled and that they weren't taking my concerns seriously. Steinhafels said they would look into the recliner noise/defect but have not contacted me about it.After the ordering delays, I was outside of the return window and had to pay a restocking fee. Why should I pay a restocking fee when it was Steinhafels who made the error -- twice? I request that they reimburse me $189.

  

  Business Response

  Date: 08/29/2022

  *****, 

  I apologize for the misunderstanding with the product differences.    The restocking fee was voided.  0810218TU19. 

  Thank you for your understanding. 

  Sincerely,

  *****

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Steinhafels is terrible to work with. I have had two terrible experiences with them and they don't care. Last October I placed an order for a bed and a couch. I paid extra for delivery. They said it would be available soon for the bed and November for the couch. The bed wasn't available for longer than that and the couch still wasn't anywhere near being ready in December. I needed the bed and they refused to deliver it until the couch was available too. They kept pushing it out month after month saying it was coming and then nope, it would be pushed out a few more weeks and then a few more. I ended up cancelling the bed because we needed one sooner and I didn't think it was fair to have to pay double shipping when they had it. I gave them another chance back in April. We bought a sofa table and chairs set. It said it would be available in 2 weeks. The sales person said; yep, it will be only two weeks. They again kept pushing it out and out. Four months later, it is now in. I get an email saying I can schedule my pickup. I go to schedule and they said it is not there and needs to be delivered to the store (************, even though I ordered and live by ************). So yet again I have to wait another three days to get my purchase. They stole my money for 4 months. How can they hold my money and continuously lie about when it will be available? If they would have told me it would have been four months, I would have purchased at Ashley ********************** and already gotten it. I understand supply chain issues, but there is too big of a difference between 2 weeks and 4 months. And they shouldn't keep providing false hope that it is coming sooner keep pushing out and out and out. They don't care and there are no managers to talk to. They need to get in trouble for taking people's money with no consequences on how long it takes to deliver their goods. A down payment is reasonable. It may make them want to get their product to customers sooner.

  

  Business Response

  Date: 08/29/2022

  *********,

  We apologize that the order did take longer than anticipated from the vendor.   We acknowledge that these shipments have been very unpredictable over the last couple of years.   We are doing all we can to fill orders and get the product in customer's homes.   Holding up any of the processes does are business no good.  For our business to stay relevant we must fill orders in a timely manner - have more product in stock and deliver to our customers so they can enjoy their purchases.   We have been doing that for many years, however, I agree that these are not normal times yet in the industry and we are doing all we can to keep our suppliers and vendors current to our orders. 

  When we let customers' know their products are available for pick up - that is at our main center in ********.   If a customer needs to pick up at another location - in this case ******** the product needs to be transferred to that location.   Madison East does not have a pick up center - only ************ does.   We are sorry for the confusion. 

  Thank you for your patience and I hope you continue to enjoy your purchase. 

  Sincerely,

  *****

   

  Customer Answer

  Date: 08/29/2022

  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 understand the supply chain is in shambles. But you cant tell me that there are not better ways to project a more accurate timeline. ********************************* had a lead time of about the time it took to get my item. How can they better assess accurate lead times and you cant? Especially, if it came from the exact same manufacture. Also, you didnt address the customer service side of things. No one is willing to help or escalate an issue. Its basically being told tough luck from them! Lastly, you did not address the fact you keep money for something that is not provided. You should be looking into a down payment method. Otherwise, you should start doing reverse interest for the time you hold onto peoples money without providing the product they should have received months ago. 
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 09/26/2022

  *********,

  We see the product was picked up on Aug. 18, 2022.   We are very sorry for the delays of the product, however, we are glad the order was filled and now in your home. 

  We have always had a full payment process to pay for the product - this keeps the process run smoother once the product is received for automated scheduling delivery and pick up.   I understand the delay of the product and the frustration that goes with that, however, we believe the manufacturers are starting to get caught up with less changes from our initial estimations. 

  As far as talking to managers in our center - there is no excuse to not address your concern, however, delays of product are really out of everyone's hands.   As mentioned they are getting better with product coming on it's designated date and orders are being filled.   We do get from time to time dates being pushed due to production delays.

  Our goal is to get you the product - have it in stock and or communicate the best date in which we should receive it.   It does a company no good to withhold a product after it's been purchased.   We are in the business to fill orders and deliver. 

  I hope the product filled your expectation and you're enjoying it.  

  Thank you for your purchase and your patience. 

   

  *****

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have tried multiple times to contact ********** in the Madison **** during the last year. We bought a lift chair February of 2021. I believe the cost of the chair was around *******. During the first 6 months we had the chair fixed twice with the mechaism that runs the chair. Around 8 months of being purchased the back of the chair (head rest) and front of the chair arms were starting to fade. We then called again and mentioned to them about the fading and they said numerous times they could not do anything about. Not willing too talk. Come to find out that we were told when we bought the chain it was leather and the more we talked to customer service we were told it was sprayed on color. We have tried to cover it up but nothing works. I believe we should of either been able to pick ut a new chair, getting our money back or had them fix it because it really looks bad. I have it covered up with a blanket. This all happened within the first **** months after we bought the chair. We even call Channel 15 to investigate but Steinhafels wouldn't even listen to them so I am hoping you will be able to help us. Thanks ***********************

  

  Business Response

  Date: 08/29/2022

  *****,

  We are sorry you haven't been able to reach anyone on this concern.    The leather color is coming off on the head and hand areas - this is not covered by any warranty as it's from the oils in the skin which is breaking down the topcoat and color of the chair.   Hair products and or wet conditions will also breakdown the leather.    This will happen in all contact areas with the skin if their are acids or oils.   

  We will not be able to help any further with those are leather areas. 

   

  Sincerely, 

   

  *****

  Customer Answer

  Date: 08/29/2022

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

  Customer Answer

  Date: 08/30/2022

  I am rejecting the Steinhafels explanation because it shows that you do not back your products you sell.  The discoloring in the chair started around 10 months after we bought the chair in February of 2021 and we have tried to communicate with your customer service numerous times and it has been the worst experience we have ever

  been in. Again when we bought the chair we were told it was leather but come to find out its sprayed on paint.  We have

  purchased alot of furniture thru Steinhafels thru the years and this tops everything.  We know its not covered by the warranty we purchased you should at least try and resolve this problem - I am sure we are not the only ones

  with a dispute according to the reviews I am read.   Please look more into this and decide to resolve this problem.  We now have to put a blanket over the back so no one sees the awful discoloring