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

  
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  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

  569 N Milwaukee Ave Vernon Hills, IL 60061-1557

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:07/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 am writing to formally express my frustration and disappointment with a recent experience involving the attempted delivery of a couch I purchased on 07/11/2025 in full with cash from the Steinhafels Kenosha store. On the scheduled delivery date 07/21/2025, the movers arrived but refused to install the couch, stating it would not fit through the security door on my floor. As a result, the couch was not delivered or installed as expected. What is most upsetting is that despite not receiving the product and service I paid for I was told I will not be reimbursed the $179.95 delivery and installation fee.I want to be very clear: I paid in good faith and expected professional delivery and installation. If their team determined that delivery was not possible, the appropriate course of action would have been to offer alternatives or, at the very least, refund the associated fee. Instead I am left without my furniture and I am out $179.95, which is entirely unacceptable. I was told I am being refunded everything but the *********************** fee when all i want is a refund the total cost of purchase including the delivery fee totaling $1220.00.

  

  Business Response

  Date: 07/23/2025

  Hello ****,
  
  
  We are sorry to hear your sofa did not fit at the time of delivery and for your frustrations. Steinhafels will not force product into the residence, as this risks damage to the property and product. In reviewing the image taken by our team, it is clear that the left-arm-facing sofa unit of the sectional is too large to fit through the doorway due to the width of the hallway. It is important to take proper measurements before delivery to ensure the product can travel the path to where it will be placed. The service of delivery includes preparation of the product, reserved stop for the scheduled date, and the delivery team's time, which is why this service is non-refundable. Steinhafels is not responsible for products not fitting into the residence, as we would not have a way to ensure the product can fit into the home.

  Sincerely, 

  *****

  Customer Answer

  Date: 07/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *********
  

• Initial Complaint

  Date:07/14/2025

  Type:Delivery 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.

  On 7/4/2025 I orders 4 dining chairs from Steinhafels via the internet. The order went through and my charge card was charged $1,367.06 on 7/4. I received an email from Steinhafels stating that they would contact me when the order was ready for pick up. After hearing nothing from Steinhafels for a week, I checked on my order (via internet) on July 11. The order update stated that 1 of the chairs was ready for pick up and the other 3 had "no ETA". I called Steinhafels customer service and was told that they don't have the additional 3 chairs and that they never will have them. I asked why I was not informed that the chairs were not available and was told that this is not something they inform customers of. I cancelled the order on that phone call because I need 4 chairs, not 1. On July 12 the chairs again appeared for sale on their website. On 7/14 I had not received an adjustment to my credit card removing the charges. I called Steinhafels and was told that they only do adjustments on Tuesdays and Thursdays, this was their policy, and no, there was no one I could complain to. I was told that after they do their adjustments on Tuesdays and Thursdays, in is another week or more before my account would be credited. My issues are this: 1. Took my and order and money for product that was not in stock and never will be, 2. ***** in returning my money, money that was fraudulently taken, 3. Caused me to miss special July 4 pricing on chairs from another furniture seller, 4. Relisted the chairs on their website as available so they can defraud someone else.

  

  Business Response

  Date: 07/15/2025

  Hello ***,
  
  
  We apologize for the inventory issue you experienced with your online purchase. Ordering online will not prevent an order from processing if the quantity ordered exceeds the inventory we have available; this is a system limitation we do not have a fix for at this time. However, since we still have a chair in stock, this particular item will continue to show for sale online with "low stock" availability. Our call center is readily available during business hours to answer any questions when placing an order online. We apologize that no one had reached out to you regarding the order ahead of time, as the order had not been flagged. Steinhafels has processed the cancellation for your order on the same day of your call, and a full refund has been issued. Refunds can take 3 to 5 business days for the bank to process. We apologize for any delays in the refund caused by the bank, as this is a process Steinhafels does not have control over.
  
  
  Sincerely,
  *****

• Initial Complaint

  Date:06/30/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On June 19th I went to the Steinhafels Furniture store in *************** to look for a new Mattress. met at the door with a Salesman by the name of *****. In looking at several Mattresses I picked one out which had a price of $2,499.00 I asked ***** if there was any discounts off the price of this mattress. he informed me that they would take $300 off the price. My total bill came to $3,059.65. I had charged this to my **** credit card, but when i reviewed the Purchase order there was no credit or discount of $300. I e-mailed ***** and he came back and said It's Steinhafels Cash which does not apply to this Mattress. they would send me a Reward card that I could use for future "In Store" purchases. Again, do not want the card I want a $300 credit .My Daughter was with me and also ***** ***** say would take $300 off the purchase price.

  

  Business Response

  Date: 07/02/2025

  Hello ***,
  
  
  I apologize for your recent experience. *********** sets the prices and promotions for their products, and at the time of purchase, they were running a $300 Travel Reward Card with a qualifying purchase. Attached is the flyer detailing the promotion. The General Manager of our *************** location noted they had given you a call to discuss this experience.

  Sincerely, 

  *****

  
  

• Initial Complaint

  Date:06/23/2025

  Type:Delivery 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 am writing to formally express my dissatisfaction with the service I have received regarding my recent couch order (Order Number: [Order Number]), placed on April 4th, 2025. I was promised a delivery timeframe of 6-8 weeks, and unfortunately, my experience has been far from *************** late May, I received a call to schedule the delivery, and I was advised to clear the room to avoid any additional charges for moving furniture. Following this guidance, I disposed of my old couch the day before the scheduled delivery. However, just 30 minutes before the delivery window, I received another call informing me that there was a problem with two of the pieces, and as a result, the delivery would not take place.I was assured that the remaining pieces would be delivered within five days. I rearranged my schedule to accommodate this new delivery date, only to find that only one piece of the couch was delivered, and it was dirty. Furthermore, I was informed that while two pieces were acceptable, the third piece needed repairs, and there was no indication of when it would be ready for *********** of today, I have been without a couch for nearly a month, and I am extremely disappointed with the lack of communication and the ongoing delays. I have reached out multiple times for updates and have been met with vague responses and no clear timeline for resolution. Given the circumstances, I believe it is only fair to request a full refund for my order. The service I have received has not only failed to meet the agreed-upon delivery timeframe but has also resulted in significant inconvenience and frustration on my part. I hope to resolve this matter amicably and promptly. I hope to get a clear plan of action regarding my refund or an expedite service with a appropriate discount to cover all troubles I have had dealing with this couch

  

  Business Response

  Date: 06/24/2025

  Hello *******,
  
  We apologize for the issues you experienced with your delivery. Unfortunately, upon inspection of the sectional units during the delivery preparation, it was discovered that the furniture was not up to factory standard. Steinhafels wanted to provide you with a courtesy call concerning your delivery as soon as we were made aware. Two of the three pieces not delivered have been corrected and are now available to be scheduled. However, the left-arm-facing loft sofa required a new arm panel to be ordered from the manufacturer for resolution. Part orders typically take 8 to 10 weeks from when they are ordered, and we are at the mercy of the manufacturer for arrival times as the part is being built and shipped. The part order occurred on 5/29, the same day as the delivery of the bumper chaise. Once an order is placed, special ordered product is non-returnable, and Steinhafels reserves the right to service the product back to factory standard, as these pieces are made unique for each customer. Once we receive the arm panel from the manufacturer, it will be installed, and once completed, you will be notified to schedule delivery of this piece.
  
  A service order had been created to address the concerns with the bumper chaise that arrived needing to be cleaned, and it is waiting for a service date to be scheduled. Delivery of the armless loft sofa and cuddle corner is also available and pending delivery. Further information on scheduling the service request and delivery can be referenced in the email that was sent on 6/23. 
  
  We understand the timing of these concerns is not the greatest. Compensation for your concerns will be addressed by the store management team once all outstanding concerns have been resolved. We appreciate your continued patience in this matter as we work to deliver you furniture that is up to an acceptable standard.

• Initial Complaint

  Date:06/16/2025

  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 had bought a recliner approximately 21/2-3 yrs ago. Bought the extended warranty they were here fixing this chair 4 times already from putting more filling in it to replacing the seat core to motor going out to the button to activate the motor to now the seat core they put in wore out within 3 months I inquired about that the seat sinks in and is **** to get out of the chair. I am now told they will not fix the chair and that if I would like they would order the part but I would have to pay for it and no service tech will come out to fix it. He said they only replace it if it cant be fixed. Obviously it cant because there seat core they put in doesnt last the last one only lasted 2 months. They were so rude to me and said they will not take care of it. I was asking for it to be replaced but now I feel I should get refunded. If no refund then at least replacement

  

  Business Response

  Date: 06/18/2025

  Hello *******,
  The Protection Plan follows all decisions and procedures as outlined in the Service Contract, which has been attached for reference. When a part is replaced under the Protection Plan, it completes the coverage of the area/component, as outlined in the 5th bullet point under SERVICE PROCEDURES. This bullet point states: Replacement, or Reselection will complete Your coverage under this Protection Plan on the area, component, or piece of furniture.
  
  
  Steinhafels will be able to offer the option of obtaining pricing for the necessary part from the manufacturer for purchase, and installation is to be completed by a third party of your choosing. Parts orders are to be scheduled and picked up from a dedicated pick-up location once they have arrived from the manufacturer. Alternatively, a local upholsterer can also assist with restoring the seat cores of your recliner.

• Initial Complaint

  Date:06/16/2025

  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 purchased a motorized adjustable king size bed December 11, 2024. The bed was delivered and set up and during that process I was informed that I could call to have the bed adjusted if needed. Today, June 15, 2025 I called to schedule an adjustment (raise the bed) with the legs that came with the purchase. I was told they would not honor this promise. They would not come to make the adjustment, even if I paid them to. My medical condition has changed so now I need the bed to be raised. I fortunately I was told "too bad, there is nothing we can do for you, you waited too long". Even after I explained we need it raised due to a recent change. There was "nothing we can do". I find it hard to believe that a service would be offered at the time of the sale but not after the furniture was delivered. Invoice #*******TM75.

  

  Business Response

  Date: 06/17/2025

  ***, 

  Unfortunately, what you are asking for is not a service Steinhafels provides. Adjustable beds are set to the specified height at the time of delivery. After the initial delivery is completed, bed heights for specific preferences will need to be adjusted by the consumer or a third-party service - we are sorry, however we are unable to provide this service.

  Sincerely, 

  *****

   

   

  
  

  Customer Answer

  Date: 06/19/2025

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

  I find your reply to my complaint completely unacceptable.  Your delivery team of two spoke the words directly to my face.  "If you need to have the bed height adjusted give us a call and we will come out to make the adjustment.  Your delivery team is either lying to your customer, that's me by the way, you know - the person paying your salary.  
  

  I will continue to escalate this issue by contacting the CEO of *********** not only to raise the original complaint, but also explain your complete incompetence and my dissatisfaction.  
  

  I ask again - why would Stienhafels delivery crew tell the customer they would provide this service at the time of delivery and set-up, only to have you deny this offering when it's needed? 

  Regards,
  *** ******

• Initial Complaint

  Date:06/13/2025

  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.

  This company does very bad business! My experience with them is awful. Employees hang up on you and speak rude over the phone. I purchased 3 recliners from them. The first one was not what very comfortable and I didn't like the color so I exchanged it. They charged a restock fee for the exchange. Plus shipping and warranty fees. The exchanged recliner was defective. I exchanged that one for the same recliner paying a restock fee, shipping fee and warranty fee. Personally I feel the company should waive the fees because the chair was defective. The same recliner I received is what I consider defective. Someone came out to inspect the chair and I was told that the material was buckling because I sit towards the edge of the chair to get off the chair. Its difficult for me to get up on my feet. A knowledgeable sales person should know about their products and should of warned me about the materiel buckling if you don't sit all the way back on the chair. After a couple of months going back and forth with the company, and they are not customer friendly, I was finally offered a refund. If I return the chair, I will be charged once again for a restock fee. I feel I should receive my full refund. They offered $943. I paid a total of $1189 I feel I should receive the full refund! This chair is not meant for elderly!!!!!

  

  Business Response

  Date: 06/17/2025

  Hello *******,
  
  
  In reviewing the records of your claim, we apologize that the outcome and the recliner did not meet your personal expectations. Delivery is a separate service provided and does not correlate with previous furniture deliveries in the event of a reselection (selecting a different product in place of the existing). A courtesy exchange was created on 5/8 and delivered on 5/23 due to what was reported with the footrest buckling. A technician was out on 6/4 for the second recliner for the same issue of the footrest buckling and determined that the product is up to factory standards and is not experiencing any manufacturing defects. Steinhafels charges a 15% restocking fee on returns; our return policy may be viewed at any time by visiting the following link: *****************************************************;

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below
  I disagree with paying restock and shipping fees each time. Especially the defective recliner. I am elderly and wanted to resolve this with a Manager. I never received a call back and didn't appreciate being hung up on. I just want my full refund back plus restock fees.
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/07/2025

  Type:Sales and Advertising 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 ordered a couch at the end of April 2025 and arranged for delivery June 7. The day of the delivery, we had someone pick up our old couch and were ready for Steinhafels to arrive. Two hours before delivery, I received an email (not even the courtesy of a phone call) stating that due to unexpected circumstances, my delivery had to be canceled and that I was to call to speak to someone with any questions. Of course I had questions. So I called and they said a driver was injured. They had no backup drivers and made zero attempt to deliver it for me. I was to go online and reschedule the delivery after 12 p.m. Horrible customer service on top of failed promises. I now have people coming over tonight and no couch to sit on. I'm appalled by the lack of empathy and the fact that they made ZERO attempt to fix their problem. Hire backup drivers! They couldn't even give me the courtesy of a phone call. What if I hadn't bothered checking my email? Still waiting for the couch.

  

  Business Response

  Date: 06/09/2025

  Hello *****,
  
  
  We apologize for the inconvenience caused by the unexpected driver injury. It is unfortunate when our drivers get injured, and we understand the frustrations that can occur. However,  deliveries will need to be rescheduled in the event of an injury due to the resources Steinhafels has readily available. Email is the fastest way for our teams to communicate such news to all stops scheduled for the given route. Delivery of your order shows that it was redelivered the quickest we could accommodate, which was the following day, June 8th.

  Sincerely, 

  *****

  
  

• Initial Complaint

  Date:06/03/2025

  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 am writing to formally request a resolution regarding Order #*******UG46, a manual recliner chair purchased from your ************* location. Despite multiple attempts to resolve this matter through your customer service and ********************** management teams, we have yet to receive a satisfactory response or any meaningful support.When we visited your showroom, we tested a powered version of the chair and were impressed by its comfort and functionality. Based on our conversation with the sales representative, we were led to believe that the manual version would offer a similar experience. Unfortunately, the chair delivered to our home is drastically different in both usability and safety.The manual recliner lacks the ability to hold a recline position securely. It slides back almost immediately, making it extremely difficult to controlespecially while holding a baby, which was a key use case we discussed with your team prior to purchase. This presents a serious safety concern, particularly as we intended to use this chair in our nursery for our future child and for visiting grandparents to hold their grandchild.We have not used the chair since delivery due to these issues. A technician was sent to our home but did not sit in or test the chair, rendering their assessment incomplete and unhelpful. Despite this, we were told the chair has no defects and that no return or exchange could be authorized because it was a special order. However, the only customization appears to be the color of the wooden feethardly a justification for denying all *********** no point during the sales process were we informed that this was a final sale or that returns would not be accepted. Had we known, we would have reconsidered the purchase entirely. We are not asking for a refund simply because we dont like the chair. We are asking for a resolution because the product is functionally unusable and unsafe for its intended purpose.

  

  Business Response

  Date: 06/04/2025

  ***,
  
  Steinhafels has provided all options available for your purchase, and review of the product has determined it is up to LaZBoy's standards for a manual recliner. Manual recliners have different mechanisms from power recliners and will experience some variation in feel and function. When purchasing with Steinhafels, you are agreeing to our policies. Special ordered items are non-returnable as they are being made by the manufacturer specifically for the individual placing the order based on options that are not standard. All policies are listed in detail on our website at  *********************************************************************, which are available to be viewed at any time during the purchase process.

  Sincerely, 

  *****

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your message states that all options available have been provided and that the product meets ********* standards. Respectfully, this completely sidesteps the core issue: the chair is functionally unusable and unsafe for its intended purpose, and your technician did not perform a legitimate evaluation to determine otherwise.

  Let me be clear: the technician who visited our home did not sit in, test, or operate the chair in any meaningful way. They merely observed us sitting in it and left. To claim that this constitutes a valid assessment of the chairs performance is not only inaccurateit is negligent. The issue is not a manufacturing defect in the traditional sense, but a fundamental flaw in usability and safety due to the manual configuration, which was never properly explained to us at the time of purchase.
  
  Furthermore, the repeated references to your policies and website do not excuse the lack of transparency during the sales process. At no point were we informed that this was a final sale or that we would have no recourse if the product failed to meet basic expectations. A three-word disclaimer buried in a receipt is not an acceptable substitute for clear, verbal communicationespecially when the product being ordered differs so drastically from the one demonstrated in-store.
  
  The responses weve received from your management team have been dismissive, lacking in empathy, and devoid of any genuine attempt to resolve the issue. We are not asking for special treatmentwe are asking for basic accountability and customer service. The chair is not just different from the powered versionit is dangerously unstable for the use case we explicitly discussed with your staff.
  
  We have now escalated this matter to the Better Business Bureau and are prepared to pursue additional avenues if necessary. However, we would still prefer to resolve this directly and amicably. We are open to exchanging the chair or applying its value toward another purchase. What we are not willing to accept is being told we are stuck with a $1,500 chair that is unsafe and unusable.
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:05/19/2025

  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 bought a couch and an insurance package against stains from Steinhafels in December, 2018. If no claims were made for 5 years, the insurance monies would be refunded. I totally forgot about it until now. I called and they said they mailed the $116 in January, 2024. I stated I never got it. They responded they cant control the mail, too bad, nothing they can do. Good bye. Seems like another way to scam a senior citizen!!

  

  Business Response

  Date: 05/22/2025

  Hello **** ***,
  
  
  Guardsman Protection Plans are provided back in the form of an in-store voucher, not as a refund. These vouchers are automatically mailed out to the address we have on file after the Protection Plan's term has ended. The Protection Plan was valid from December 9th, 2018 through December 9th, 2023, and the voucher was mailed on January 1st, 2024. In the event these do not arrive in the mail, there is a 6-month period in which these can be reported to our attention for resolution. After these 6 months, the vouchers expire and can no longer be used. This was first brought to our attention on May 19th, 2025, nearly a year and a half after the voucher was mailed. We apologize that this was not reported to us in a timely manner, which is why there is nothing further which can be done.

  Customer Answer

  Date: 05/25/2025

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

  I was in the hospital in the Spring of 2024out of the State of *********, for a prolonged period of time. Mail was forwarded to my out of state address, but I honestly never received any voucher or notification of any sort from Steinhafels.  I first brought it to their attention now because I am finally back in ********* and able to deal with things like protection plans.

  If you believe that you cannot honor a request to reconsider sending a new in-store voucher, then I guess you just lost a lifetime customer.

  
  Regards,
  
  **** Ann **************