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

  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:01/28/2023

  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 a Beautyrest Silver Plush mattress 2 years ago for $1200. It failed miserably. Very lumpy. Submitted a claim to Steinhafels and I was approved for a replacement mattress within a week. Very happy. When I received an email with the replacement information, it was for a bottom of the line Beautyrest mattress, not a Plush mattress in the next level quality mattress that we originally purchased. When I called to inquire they confirmed that it was indeed a lesser quality mattress but that was all their warranty covered. It was delivered today and what a disappointment. The replacement is not even comparable to what I purchased. I should have gotten another 10 years of plush comfort but instead was sent a basic mattress. NOT what I purchased! Dissatisfied is an understatement!

  

  Business Response

  Date: 02/15/2023

  Called and talked to Mrs. I apologized for what she received and went over the difference from what she is getting compared to her originally defective mattress and that this is the vendor's recommended replacement. She seemed very happy and we are all scheduled!

  New Service Order# to process - 0214306IO11 (Closed)
  New Sales Order#      --               0214306IO34  (Scheduled)
  Return of BR800 --                       0214306IO23   (Scheduled)

  FYI

  ********

  
  
  
  
  

• Initial Complaint

  Date:01/22/2023

  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 purchased a dinning room table and chairs for our new home. We always loved ************ service in the past. We purchased the GUARDSMAN 5 year complete advantage plus furniture protection plan as recommended by our sales lady. She said you are buying a wood table and if anything happens to the top of it you want to have this covered. They will replace it or you get a new table! We filed three claims through guardsmen on the same issue!!! Each time its denied. They said our problem is not covered even though the stain is coming right off the top of the table. Wood is lifting. Coffee cup ring marks, scratches, burn marks are all covered, but lifting of the wood strips, corners coming off due to the cheap veneer lifting from wiping it down daily is not covered. This is a family dinning table and the one side of the top is damaged, but they refuse to cover our claims. The woman named **** at ***************************** is horrible and rude. She Argues and makes a story up about how you explained the damage. She was supposed to help us resolve it but is not! The store manager and sales person, both agree the damage should be covered under the Guardsman warranty but the **************** at both Steinhaffels and Guardsman are not helpful or aligned. There is a huge bait and switch going on. The guardsmen warranty seems like a way to add extra commission to the sales people and money to profits. This is a worthless piece of paper!! We want our table top to be replaced. It clearly is accidentally damaged! Since this claim, three 3 of our chairs have sunk in and the the cushions now have big dips. I think we have a lemon built during covid! No one at this company to help resolve this since june 22! Note: we always buy the warranty because of the sales pitch and never had to use them. This business needs to stop baiting at purchase with these insurance contracts. The store and the service provider and steinhaffle customer service - **** are horrible to deal with! A big issue with backing warrant - that the the sales person sells at time of purchase.

  

  Business Response

  Date: 02/06/2023

  ******, 

      We are sorry you are experiencing issues with your dining table.   We have looked in the claims and noticed that chemical cleaner was used on the top and then follow up with using soapy water for cleaning of the table.   Any breakdown of the top finish will lead to veneer lifting of the finish.  This is not covered by any warranty - both manufacturer or protection company.   Accumulation of finish issues will not be covered.    Wood tops can be cleaned by a very damp rag and quickly followed with another rag for drying. With wood being porous - the water left on the table with continue to work it's way into the finish - thus have the lifting. 

  If there is no claim filed with Guardsman before the 5 years is up - you will receive a certificate for the amount you've paid for the contract in the form of a voucher. 

   

  Sincerely,

  *****

  Customer Answer

  Date: 02/06/2023

  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.
  
  Hello this reply is not what was stated. The customer service lady stated we left water in the table. Our sales person stated to buy this warranty it covers anything. The guardsman company and this customer service woman ar steinhafles have made up and added details that are not at all true. We have cleaned our table with a damp dish cloth and dried it every time. That is not what has caused the damage. There was a service damage that we put the claim in for. We have been denied two times. As we stated its a bare and switch. The sakes  team sells the warranty as an add on and the guardsman company and stienhaflles do not back up the coverage. There are several compliments about this tactic on different sites. We want to table fixed. 
  
  Regards,
  
  ******* & ***********************

  

  Business Response

  Date: 05/01/2023

  ******, 
      We are sorry you are experiencing issues with your dining table, however, it will not be repaired due to the denial from Guardsman.   After the point of sale Guardsman sends a detailed contract on what is covered and not covered.   We also post all the warranty information on our website to be transparent in the coverage.  There is no bait and switch on the warranty.   

  Once again we have looked in the claims and noticed that chemical cleaner was used on the top and then follow up with using soapy water for cleaning of the table.   Any breakdown of the top finish will lead to veneer lifting of the finish.  This is not covered by any warranty - both manufacturer or protection company.   Accumulation of finish issues will not be covered.    Wood tops can be cleaned by a very damp rag and quickly followed with another rag for drying. With wood being porous - the water left on the table with continue to work it's way into the finish - thus have the lifting. 
  If there is no claim filed with Guardsman before the 5 years is up - you will receive a certificate for the amount you've paid for the contract in the form of a voucher. 
  
  Sincerely,
  *****

  Customer Answer

  Date: 05/01/2023

  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.
  
  As mentioned several times. No one ever said that we left water or chemicals on our table. Speaking with a woman in the Steinhafel customer service center she did ask me after the complaint was made and denied if we washed the top of our table. She then said with what and we said water like anyone would wash their table. We never said we left water on the table after cleaning it. They documented what they wanted to continue this denial.

   

  the bate and switch comes with your sales people who sell this worthless warranty. We have purchased a lot of furniture at Steinhafles. The sales people always sell this warranty and tell you it covers everything.  We have never used any if them after taking them in the past. We never imagined that this costly but cheaply made table would not hold up after two years. 
  

  We have requested someone come out and take a look at this table. But they are not willing to help a longtime customer. 
  

  we will now go to ************************* for quality that backs their product snd is still an honest family business. 
  

  our table was not damaged by chemicals or water sitting on this table. So please quit saying this based in your incorrect documentation during a conversation to the customer service person. Its incorrect and it is not what happened. The table has worn areas on the top. Their is some heat ring damage. Its a low quality table top. 
  

  we have all wood through out our home. We are not ignorant- we know how yo take care of wood and expected our table to last a long time. 
  

  shame on you Steinhafels  family for no longer listening to your customer and making a complete incorrect story of our table damage. 
  

  very disappointed 
  
  Regards,
  
  ******* & ***********************

• Initial Complaint

  Date:01/16/2023

  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.

  We purchased a sectional sofa in July of 2021. Due to supply chain issues, we did not receive it until October of 2022. We started to notice shortly after we received it some of the cushions weren't as firm as the others, so in February of 2022 we called Stienhafales and they said they would send someone out to check it out. The gentleman who came agreed that there was an issue with 3 of the cushions and he would put a request in to have them replaced. This was March of 2022! He did say again due to supply issues it might be 6-8 weeks, the vendor for our sofa is based in ***********. Between roughly May and December of 2022 i've made about 20 calls even asking to speak to management and was told i'd get a call back and I never did. My last contact was in December right before Christmas, I spoke to a gentleman I believe his name was ****, he said they had 2 of the cushions and could bring them out the following Tuesday before Christmas and the other one would follow when they got it. I called to confirm the visit and told I would receive a call to confirm a time window of when they would be there which was Tuesday December 20th. No one called and never heard anything. This is unacceptable! The couch is now starting to creak and I'm sure it is not going to last as long as we'd hoped. I want the cushions with no more excuse and some sort of refund on the our purchase which i am still paying on! It should not take 10 months for cushions that are made domestically. This is very poor service. Please help!

  

  Business Response

  Date: 02/09/2023

      When our service technician went out, 3 cushions were ordered and are currently in our possession. There was a 4th cushion ordered later on which we have not yet received. According to the manufacturer, this 4th cushion is in the process of shipping to Steinhafels. Steinhafels reached out to **************** on January 4th, to inform him we are ready to schedule the installation of the original 3 cushions. At this time we have not heard back in response to that voicemail. Currently, we will notify **************** when the 4th cushion core arrives to schedule the installation. We are still able to install the 3 cushion cores that we do have on hand. This can be scheduled by calling our *************************** at ************, or online. Scheduling online can be done with the order number, 0225206TG64, and last name at this link:
  
  
  *************************************************************************
  
  
  
  Thank ******************************************************* Manager

• Initial Complaint

  Date:12/20/2022

  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.

  I purchased a mattress at Steinhafels 12/04/2022 at ************************************************************* and worked with *****. I paid $600+ for it and on 12/08/2022, three delivery drivers delivered the mattress at my home address and told me it will take up to 48 hours for the mattress to gets to its form.On Saturday (12/10/2022), I called the store and talked to ***** to inform her that the mattress was too hard, I was not able to sleep on it and would like trade it in for another mattress. ***** then told me that because I did not purchase a warranty, so I will not be able to return it ( which was add to me). ***** said she was going to talk to her Manager and see if they can do anything for me. On 12/18/2022, I went to the store and spoke with *************************** ( Sales Manager ), he told me I will to submit a claim through Bedding Claim and someone will follow up with me and did that on that same day. Monday (12/19/2022), I received an email from Steinhafels stating that I will not be able to return the mattress because it could take up to 30 days before the mattress it's normal form. I have been having bodyache, can't sleep well at night and all I asked for is a replacement, NOT MONEY BACK. I will even pay more if I have to select another mattress, but Steinhafels kept denying me and would not exchange the mattress because I did not buy their warranty. Please HELP...Thank you so much ***

  

  Business Response

  Date: 12/28/2022

   *** and ********, 

      We are sorry for your comfort with this mattress.   We will be having the Madison ********************** get in contact with you to do a one time reselection into another mattress. 

  Thank you for your patience. 

  Sincerely,

  *****

• Initial Complaint

  Date:12/18/2022

  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 purchased a living room set-couch, loveseat, and chair. My Dad was here to let them in since I was at work. I had no idea there was a 48 hour window to report any damage! I'm sure my Dad had no idea either! They have you sign on an electronic pad! So after the fact I noticed damage on the loveseat and chair. I have sent pictures of the damage and spoke to several people at the store. They are not willing to do anything!! I live alone, no pets and cannot lift the furniture to cause any damage! I spent close to 6K and should have some recourse! My last set lasted 23 years and there is no damage/scuff marks on it like this!

  

  Business Response

  Date: 02/06/2023

  ******, 

       Thank you for reaching out to us.   We did review this order.   The delivery was mad on December 5th, 2022.   We were first notified of the damage on December 13th, 2022.   We do require damage to furniture to be reported to us within the 48 hours of the delivery to ensure we can take care of such repairs in a timely matter.   In this case we still reviewed the photos of the original delivery and the damage that was submitted to us on December 14th., 2022.   Unfortunately this damage would not be something that we would be able to repair as a courtesy.   We do offer a 4 year protection plan to cover such instances of damage to the furniture, however, unfortunately again that the plan was not purchased with this furniture.  Since we aren't' able to complete a repair for this and don't have a protection plan purchased, we can only recommend to contact a local furniture repair service for this issue. 

   

  Sincerely, 

  *****

   

• Initial Complaint

  Date:12/15/2022

  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.

  We purchased a couch in July of 2020 and purchased the additional protective warranty. We had an issue with our couch in 2021 (the arm rest was caving-in/collapsing) and attempted to file a claim - Steinhafels directed us to Guardsman to file claim. The claim did not go through and then we had to file again 6 months later. An appt was scheduled for the warranty company to come to the our home 5 months later! They came out and took pictures and we never heard a word. Neither ************ nor the warranty company claims to know anything or will do anything and they keep pointing the finger at one another. We paid ************ for this product and service and so hold them responsible. We have tried many times to talk with a customer service representative and they will not escalate, not provide a name or a point person and won't provide even a mailing address to submit a complaint. Both the product and the service are completely unacceptable. They just keep sending us back and forth and Steinhafels accepts no responsibility for any of it.

  

  Business Response

  Date: 12/28/2022

  *****, 

       Thank you for your patience with the service of your ******* Furniture.   Guardsman has contacted us and we ordered the complete upholstered arm frame ready to install.   We ordered it from the factory on November 12th. when we received the report.     Parts from the vendor usually take 8 - 12 weeks to get from the factory.    Once we receive it - it will be shipped to you and Guardsman will dispatch their service technician to have it repaired.   Your service number is:  1112206NP46. 

  Sorry for any confusion on the order. 

  Sincerely,

   

  *****

• Initial Complaint

  Date:12/13/2022

  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 purchased furniture from Steinhafels on 11/14 in the amount $8968.60. It was delivered on Thursday 12/8. Immediately after the driver left I noticed an 8 ft cut in our brand new floor ending under one of the sofas. I immediately called to file a complaint and claim. On Monday 11/12 I called to follow up, and they said they are not responsible because I noticed the damage after the driver had left. This floor had been installed on Tuesday 12/6

  

  Business Response

  Date: 12/28/2022

  ******,

      We understand you noticed some damage to **************, however, we don't know how or when it occurred.   After delivery we have our customers sign off on any Home and or Personal Property damage before the drivers were to leave the home.   In this case the waiver was signed with indicates there was no damage at the time of the delivery.   Please see attached.   We are unable to open up a claim for this case due to signature on this form. 

  Sincerely,

   

  *****

• Initial Complaint

  Date:12/05/2022

  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.

  I purchased a mattress on August 13,2022 I worked with an employee named *************************** told him I had back issues and have previously had problems with mattresses sagging. He recommended me a firm mattress. He told me I could return the mattress within 120 days if it did not work for me.After a couple of months, I realized that the mattress was too firm and was causing me back and abdominal issues. As I am a full time student and work, it took me a while to find time to reach back out to steinhafels to exchange mattresses. On December 5th, I went into the store and they told me they could not exchange it because I did not purchase a mattress protector at the same time I purchased the mattress. I have been using a mattress protector but it was never said to me this was mandatory by *************************. In fact he told me that I could use my own mattress protector and my own box spring and it would qualify for the 120 day return policy. Throughout the entire process, he tried to rush me through it which I didnt think about the time. He never let me read any policies and insisted on just summarizing them instead. I was too ignorant to insist on prior to the purchase. I talked to a manger and they were defensive and gave me a vulgar attitude as I remained calm and collected. The manager even insisted that I was wrong because **** has a lot of experience. I reached out to corporate steinhafels and havent heard anything back.I really just want this resolved. I am a student and dont have a lot of money. My back issues are serious and I put a lot of money into this mattress because of it. It doesnt even make sense why I would risk the return policy on not buying a mattress protector as I have had issues with mattresses in the past. Id be willing to lose money on the exchange if I could get a cheaper mattress in return that at least suits my body better

  

  Business Response

  Date: 12/28/2022

  *****,

      We are sorry for the misunderstanding of our 120 Night Sleep Guarantee.   Below is a copy of the guidelines.   It's in our best interest to sell you what is needed for you to ensure you get the best mattress and support you need.  With that to include the main part for protecting the product.   This is the standard discussion we have with our clients on all mattress purchases.   

  We are sorry, however, we are unable to change our policy to cover a comfort issue with your mattress.   If the mattress has a manufacturer defect, please file a claim on our Website under Warranty Bedding Claim. 

  120 Night Sleep Guarantee:
  Steinhafels provides a 120 Night Sleep Guarantee when you purchase a mattress protector for your new mattress. To give your body time to adjust, you must sleep on your new mattress for thirty (30) days. If youre still not happy with your selection, you can return or reselect your mattress for a $149 restocking fee. No refunds or reselections are allowed if a Steinhafels mattress protector is not purchased with the mattress or if the factory law labels have been removed. Traditional box springs and foundations can be returned or reselected for a 15% restocking fee. Adjustable bases, pillows, sheets, and mattress protectors cannot be returned or exchanged once delivered or picked up. Special Order mattresses are non-returnable.

   

  Sincerely,

  *****

  Customer Answer

  Date: 12/28/2022

  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.
  
  Hey, 

   

  Thanks for clearly disregarding my message. If you do not wish to refund me, fine. However, you could at the very least look into the issue.

  1. I gave you the name of the employee who blatantly lied for the sale in which I do not understand his reasoning as I was a willing buyer.

  2. Could this employee be reprimanded?

  3. Could you provide proper training to the subject store?

  4. Could you make management aware of the issue/ make sure management is willing to comply with ethical business practices. Based on my experience in the store, they refused to explain the issue to me in a civil manner and it seemed like they were in on it.

  5. I talked to corporate on the issue and they said they would get back to me in the next day. Its been nearly a month and I have yet to hear back...

  If the above steps are taken, I will consider the issue resolved. If not, I will continue to pursue the store legally

   
  Best,
  
  *************************

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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 dining room table and mattress and adjustable base from you on August 1, 2021.Upon delivery 3 of the chairs had chips on them. I didn't notice this until after the delivery drivers left. It was a hectic morning and they didn't ask me to look over the items. I should have as the table and chairs were not covered as they moved them in. This was VERY disappointing to see the items being handled this way as I would have assumed the home delivery would have been more careful to wrap the items and unwrap upon delivery in the room. I emailed and called the company with no response. Finally heard back from them in November claiming it was too late that because all damage needs to be reported within 30 days. Even the damage that has happened within the last 5 days. I have been hung up on by the customer service rep on the phone as well as disconnected from a customer service chat. Each company Steinhafals and the **************** blames the other and refuses to help.

  

  Business Response

  Date: 12/05/2022

  ***,

      We have reached out to our VIP ************ and they will be in contact with you very shortly to cover the repair/replacement on your dining room set.    This set was a Customer Must assemble set from ****** that was purchased on 8-1-2021. 

  VIP Care should be reaching out to you within the week for the arrangements.  

  Thank you for your patience. 

  Sincerely,

  *****

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair 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 10/19/2022 we purchased a Beautyrest LX Class ********************************** for $2,799.00 before tax from Steinhafels because we are so very happy with our other older Beautyrest Mattress and thought this would be a good purchase. Technology has changed a bit since then we found out. We were somewhat aware of the cooling mattress but our salesperson neglected to fully explain the Black Ice Technology that Beautyrest uses which is supposed to keep you comfortable all night. I asked him if it would be too cold because I didn't want that and he reassured me that with a mattress protector and a mattress pad, I should be fine. I should not be too cold. I also asked him if the Memory Foam used in this mattress ever feels hard like some of the previous Memory Foam mattresses which were made. He said no, that should not be a problem either. We also picked this mattress because our salesperson said it would be good at providing support for "pressure points". It was delivered on 10/25/2022. I slept on it one night and my feet were freezing. It is like sleeping on cold damp ground. I emailed our salesperson and also talked to him on the phone and got no where all because we did not purchase their mattress protector (which is over $100.00) because we already had one that is three years old. A nice little gimmick that gets them off the hook. I also called Beautyrest and the representative said that stores can set their own policies regarding returns. He also suggested I get a Beautyrest heated mattress pad, which I did for another $115.00. So now I have to adjust the temperature on that all night long. Final point is after sleeping on this mattress for over a month now, the whole pressure point "feature" doesn't help either as I have more discomfort than I had before purchasing this mattress. Yes, I am sorry we bought this mattress with out being fully informed. And yes, at this point I will never shop at Steinhafels again.

  

  Business Response

  Date: 12/28/2022

  *******, 

      We understand the concern you have with the mattress you selected.   Based on our guidelines of the mattress pad not being purchased with the mattress and explained the protection that was being offered - we will not be able to change our procedures in this case.   Below you will find our guidelines:

  120 Night Sleep Guarantee:
  Steinhafels provides a 120 Night Sleep Guarantee when you purchase a mattress protector for your new mattress. To give your body time to adjust, you must sleep on your new mattress for thirty (30) days. If youre still not happy with your selection, you can return or reselect your mattress for a $149 restocking fee. No refunds or reselections are allowed if a Steinhafels mattress protector is not purchased with the mattress or if the factory law labels have been removed. Traditional box springs and foundations can be returned or reselected for a 15% restocking fee. Adjustable bases, pillows, sheets, and mattress protectors cannot be returned or exchanged once delivered or picked up. Special Order mattresses are non-returnable.

   

  Sincerely,

  *****

  Customer Answer

  Date: 01/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I might be accepting Steinhafels response but I am not happy with it because I still feel the Black Ice Technology was not fully explained to us. Had we fully understood the principal behind this, we never would have bought this mattress. 
  Regards,
  
  ***********************