Complaints

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

close

Find a Location

Steinhafels Furniture has 19 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Steinhafels Furniture

  W231N1013 County Highway F Waukesha, WI 53186

  
• 

  Steinhafels Furniture

  8401 W Capitol Dr Milwaukee, WI 53222-1824

  
• 

  Steinhafels Furniture

  7001 118th Ave Kenosha, WI 53142-8420

  
• 

  Steinhafels Furniture

  2751 N Mayfair Rd Ste B Wauwatosa, WI 53222-4401

  
• 

  Steinhafels Furniture

  4750 W Grande Market Dr Appleton, WI 54913-8612

  

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: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 **************

• Initial Complaint

  Date:05/14/2025

  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.

  In December of 2024 I purchased a special order couch, throw pillows, 2 recliners and a credenza from Steinhafels Furniture. On the scheduled delivery date, the furniture was delivered (when no one was home) boxed or wrapped in plastic. On May 9th, when we unwrapped the cushions we found 1.) One of the seat cushions was ripped on the couch 2.) We were not give the special order throw pillows we ordered and paid for 3.) The entire couch was the wrong material which we did not order 4.) We were provided with 2 extra seat cushions of the ACTUAL material we ordered which did not match the couch that was sent. An initial call was placed to customer service about the tear in the fabric at which time they said they could not do anything about it because it had been too long since the delivery date. When we further unwrapped the couch and saw it was the wrong couch, without the pillows we ordered and we were given 2 random extra seat cushions we realized a large error had been made at delivery (again, we were not there for delivery and did not sign for anything). I called the designer I worked with who said she would look into it. I have emailed the designer who indicated this is out of her capability to help. I asked for the managers email and have not received it. Steinhafels is aware of the error but has made no attempt to rectify. In short, I paid >$1500for a couch and pillows I did not receive and Steinhafels is not communicating or attempting to rectify their error.

  

  Business Response

  Date: 05/29/2025

  Hello *****,
  
  In reviewing your claim, the sofa that has been ordered matches the project diagrams and notes associated with your design order, as well as the fabric sample in store. These fabric choices were also detailed on the receipt. Fabric changes must be brought to our attention within 3 days of placing your order, as after this time, the order is confirmed with the manufacturer and is being made specifically for the customer. Our records also indicate that delivery occurred on April 8th. The delivery records provide an image showing, as well as annotated by the delivery team, confirmation that the additional special ordered pillows were delivered in boxes and were placed under a countertop at the time of delivery. Damages on delivered products must be reported within 48 hours of the date of delivery, outside of this window Steinhafels cannot validate the cause of damage. We understand your home is new construction and has had multiple teams in and out of the house. Given the time of what has been reported, Steinhafels cannot take responsibility for the damage to the sofa and the missing pillows that are shown as delivered. However, we will be ordering and shipping a new seat casing for your sofa as a courtesy. 

  Sincerely, 

  *****

• Initial Complaint

  Date:05/07/2025

  Type:Product 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.

  The salesman failed to provide information about a return or exchange policy and then lied about it . When I made the purchase, he deliberately skipped past that information on the computer . He only displayed the screens that required my signature, but did not show the 15% restocking fee on a mattress. I asked him specifically with two other ladies present, would there be an additional charge if you returned or exchanged the mattress. My salesman who was named ***, repeatedly stated the only charge would be that you have to purchase a mattress cover. If you purchase a mattresscover, then there would be no additional charge. He said that repeatedly. However, months later when I attempted to exchange the mattress, he told me about the 15% restocking fee. Even after I reminded him that he never gave me nor the other ladies that information. He stated that he did. I have two other witnesses, one of which who made a purchase who emphatically also stated that he did not. He did the same thing when they made their purchase, which is to go past the page which has that information directly to the page requiring your signature for payment. When I brought this to the managers attention, the salesman quickly denied it. I realized that I have been cheated, but I was unable to prove it. I showed the manager how the salesman swiped past all of the information regarding the return policy and went directly to the signature page,but the manager simply refused to believe it.

  

  Business Response

  Date: 05/09/2025

  Hello *****,
  
  
  Steinhafels lists our return policies on the receipt at the time of sale and these policies may be seen on our website at any time by visiting *****************************************************; Attached is a copy of the receipt that was provided at the time of sale, which shows your signature as well as the Return / Reselection / Cancellation Policies, and more specifically notes "a 15% restocking fee will apply to any 120-night sleep guarantee mattress return or reselection." Restocking fees are applied to all eligible returns after delivery has taken place. The purchase of your original order took place on 1/5/25 and was delivered on 1/15/25. This would have given enough time to review the receipt and our policies.

  Sincerely, 

  *****

  Customer Answer

  Date: 05/09/2025

  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.]
  
  Regards,
  
  ***** ****-********

  Customer Answer

  Date: 05/13/2025

  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  here.]
  The contract is presented on a portal and a computer screen which the salesperson controls. So even though the information is written in the contract, the customer will not see it because the sales person skips through those pages with the return information to go directly to the pages that the customer signs. The customer never sees any information about an additional return fee. The sales person also neglects to tell the customer. The contract is emailed to the customer after that. Unfortunately, everything has been signed at that point. I have a witness who also made a purchase and acknowledges that the same thing was done to her. She has not, however, attempted to make a return or exchange. Her name is ******* *****. She can be reached at **********. She will be able to corroborate this story. Another witness was also available by the name of **** ******. Although she heard everything that was and was not said, she did not make a purchase and did not See the portal or the computer screen when we signed.
  Regards,
  
  ***** ****-********

  

  Business Response

  Date: 05/16/2025

  Hello *****,
  As previously stated, all of our policies are clearly listed on the receipt provided at the time of purchase and are also publicly available on our website. Ample time was available between the purchase date and delivery date to review these policies. If there were any questions or concerns, we were available to assist during that period. By completing the purchase, you acknowledged and agreed to these terms. We strive to maintain transparency and ensure all customers are fully informed, and we encourage reviewing all documentation provided at the time of sale.

  Sincerely, 

  *****

  Customer Answer

  Date: 05/20/2025

  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.]
  
  Regards,

  According to the information just provided, the store clearly states that you receive the receipt once the transaction is complete. At that point, you have the ability to read it. However, you have already signed at that point. The contract is binding at that point. The point that I am making is that before you actually sign the contract, the customer deserves to be made fully aware of the Return policy. That was not done. As I stated, the sales person did not allow me to see that information on the portal while I was signing. The only thing I saw was the signature line on various pages. However, on none of those pages was the return policy displayed. So while I appreciate the fact that you got a receipt with the return policy, you do not get that until the transaction is complete and you have signed. That is fraud. Whether I read it at home the next day or the next week is really not relevant. I should have been provided the information prior to signing. 
  ***** ****-********

  

  Business Response

  Date: 05/22/2025

  The purchase of your original order took place on 1/5/25 and was delivered on 1/15/25. This would have reasonably given enough time to review the receipt and our policies, and to contact us for further clarification if there were any questions or concerns. Steinhafels does not charge restocking fees on orders that have not been delivered, allowing for changes to be made to the order without penalty before delivery. 

  Customer Answer

  Date: 05/22/2025

  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 

  Steinhafels referenced a 10 day period in which I could have read the return policy. Because I trusted the company and I trusted my sales person, I saw no need to do that. Especially since I was not considering returning the mattress during that time frame. It was only after sleeping on it well over a month did we come to believe that the mattress wasnt comfortable. When I returned to the store to initiate an exchange, it was only then was I told about the complete policy. Steinhafels still bears the blame for not disclosing the information and for hiding the information when I was signing the contract. Whether I read my contract or not at a later date does in no way excuse them from their misleading practices. This was intentional on the sales persons behalf, yet the manager refuses to believe it. I do not accept the companies response that they bear no responsibility for not providing that information.

  
  Regards,
  
  ***** ****-********

  

  Business Response

  Date: 05/23/2025

  We have provided a receipt detailing our policies as well as made them accessible online to be viewed at any time. We apologize if you did not take the time to review these policies after your recent purchase history. This information was provided on the receipt at the time of sale.  

  Customer Answer

  Date: 05/27/2025

  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.]
  
  Regards,
  
  ***** ****-********