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:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2 recliner chairs and one was damaged and they had mismatched leather textures. I provided photos and they insisted on sending a technician to look. I had to follow up repeatedly, then was told numerous times that approval from management had to be obtained. Because I live in an area they send a truck to only one a week, the 15 day policy is not reasonable, and is used against the customer to avoid returns. Twice, the person I was talking to told me there would be delays in responding because she was going to be out in training. By the time they approved picking up the chairs, I was outside of the 15 day allotted time frame, but they approved picking up BOTH chairs originally. I then said I would move one chair to a different part of the room in an effort to keep one, but that did not work and I notified them that I'd need to send back both. At that time, they backed out of what they had already promised, stating that now they would only return one chair. They were already coming to the house to pick up one chair and i notified them well before that date. And i offerred to pay additional return costs. I would like to request the time frame of our correspondence and find out exactly how and why they were able to make a promise to approve a return and then completely flip flop on that promise. Their only excuse was the 15 day window, but their promise to return was also outside of that window. How can that be practicing fair business? I should be offerred to return item as I was promised.

  

  Business Response

  Date: 11/07/2022

  Hello, ****.

  Thank you for your feedback. We are sorry to hear about this experience. The reason the chair is not able to be returned is that you told us you would like to keep it while it was within the return window. Then after that time, you requested a return again which was beyond our window of time during which we allow for returns. We have picked up the defective chair and will refund you for that chair including the applicable protection plan. The other chair is no longer eligible for a return though.

  Sincerely, 

  *****

• Initial Complaint

  Date:10/18/2022

  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.

  Purchased bed frame and 2 night stands for $2721 07/15/22 from Steinhafels from rep ********************* @ ************* location. Bed arrived 10 days later, I drove to ****************** to pick up bed/stands. 18 days later wood splintered and the bed collapsed while asleep. Called Steinhafels and waited for them to reach out. Email received requesting pictures from *******************, sent pictures no response, sent a follow up, said they never received pictures, sent again. Wasnt until 9/28 that they sent a service tech out, when on the phone with them they made me think that the service tech was coming to fix the bed, service tech came without any parts, took pictures of the bed, verified that it was a quality issue and not my fault and that I qualified for a replacement. Received email 10/2 that order arrived at distribution center for pickup, Your product has arrived at our ******************** Was told I had to bring back the bed for an even exchange. Gathered bed and began my drive to be told the ****** hills location isnt the distribution center. Headed back home to wait for it to arrive. Bed arrives at ****************** 10/14/22 3 months after original purchase. So now I have to take a train to downers grove (1 hour) borrow fathers truck, drive downtown ******* to pick up bed (1 hour), drive to ****** hills (1 hour) to pick up bed, bring it back downtown (1 hour), haul it up to my apt and build it (2 hours), bring truck back to downers grove (1 hour) take train back downtown (1 hour). So basically 7 hours of and a bunch of gas. Steinhafels refuses to deliver to me because I didnt originally get it delivered. Their bed failed me after making one of the biggest purchases of my life and they wont give me a partial refund for my time or deliver the product when they made me believe that was what the service tech was doing to begin with. **************** talked down to my mother on the phone and my experience with this company has been awful and I want reparations. Thank you.

  

  Business Response

  Date: 11/07/2022

  ***,

  We apologize that your bed support broke, however, since you chose to pick up the original order - any exchange or returns would need to be handled the same way of going back to the store.    If you would have selected the Premier delivery, there are more options that you pay for for service and replacements if necessary. 

  These are choices at the time of the sale.   We hope that all furniture would not have any concerns after the purchase, however, we still provide the service and repair if the item can be repaired.   In this case it would have to be replaced which we did on exchange  1001233LN18. 

   

  Sincerely,

  *****

• Initial Complaint

  Date:10/12/2022

  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 bought a mattress and pillow on August 15, 2022, and after about two weeks of using the pillow I tried removing the outside cover to wash it and the zipper got jammed, creating a tear in the fabric. I contacted bedgear warranty service, and they replaced my pillow free of charge. After contemplating for a few days, I decided I want the 2.0 bedgear pillow. after talking to someone in **************** the gentleman told me he saw no issue with me exchanging the pillow since its brand new and still in the seal so I went to the Steinhafels store in Crystal **** and talked to the general manager ******** who explained they dont take returns. I am hoping you make an exception because this pillow was shipped out to me September ********************* the box and sealed brand new. I see no issue with it as the pillow itself is not contaminated with it being wrapped and sealed. I spent lots of money with Steinhafels in the last five years and this makes me want to return it my mattress since its within the 120 day period and take my money elsewhere.I know times have changed since Covid but once again, I dont see an issue with a brand new product as opposed to a used one Im also getting different stories from each person which makes me a little more scared about any future purchases or warranty claims and returns it doesnt sound like everyone is on the same page at the company.

  

  Business Response

  Date: 11/07/2022

  ****, 

  We apologize if you have received different information on a return of a pillow, however, it is in our 120 Night Sleep Guarantee and you mentioned you heard it from the store as well our policies on sleep product. Below is our policy on this subject. 

  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.

   

  We are sorry as the pillow is not eligible to be returned. 

  Sincerely,

  *****

  Customer Answer

  Date: 11/07/2022

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

  I reviewed your return policy and I am shocked you dont replicate other competitors like ****** Furniture that allow returns in the original packaging.. I see No harm since it was still sealed and in packaging.

  manager ********* was extremely rude and did not appreciate  her eye roles at me. She does not exemplify a great manager

   all Im kindly asking for is replacement pillow of the same model

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

• Initial Complaint

  Date:10/03/2022

  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 the sectional and chaise from Steinhafels May 06, 2020. The sectional was $3,765.25 and the chaise was $913.71. The furniture is ****** used due to my children and myself having school and work and after school activities. Almost all of the cushions on both pieces of furniture have ripped at the seam. The chaise is ripped at the bottom and springs are showing and poking through the furniture as well as staples are coming through the fabric and causing issues. I purchased the gold package insurance for all the furniture as well as the furniture was supposed to be scotch guarded before being brought into my home. I have tried to file claims to get the furniture cleaned and it is like pulling teeth to try and get someone to come and clean the stains and the tears. I am ******* Frustrated as I paid a lot of money for my furniture and havent even had it that long and all of these things have gone wrong. Every-time I call to speak with someone about the insurance claims to get the rips/ tears and stains fixed I am stuck speaking to someone who barley understands English and it makes it very hard on both customer service and my end to properly communicate the needs that I have. At this point Im thinking the furniture needs to be replaced and it is HORRIBLE! To even think that its just over 2 years old and all of my money has gone to waste. I fell in love with this couch the moment I sat on it in the store and thought about it until I finally bought it. I made sure I covered all the issues that could happen with insurance/warranty to make sure it would last a long time. Not to mention The warranty was over $1,200 as well to cover the furniture for 5 years. Its only been 2 years and they have done slim to NONE! To ensure that the furniture is kept up. Claims take forever to file, forever to get exactly what is needed, and they are constantly asking for more pictures to be uploaded of the issues that needs to be fixed.

  

  Business Response

  Date: 10/31/2022

  Lauren,

  We were sorry this is taking this long for resolution on this order.   Here is the information we found with your claim:

  1/3/22  Online claim for the initial incident

  1/6/22  Guardsman contacted you to send in photos of the damaged areas.  Food and Beverage stains in multiple areas along with rips/tears. 

  9/6/22  Customer called and asked Guardsman to cancel the claim because she wasn't able to file another claim.  Customer filed a new claim for Bodily Fluids and seam separation. 

  9/21/22  Guardsman sent an email over to the customer to send in more photos of the stains and seam separation but have not gotten any as of 10/20/22. 

  We have reached out to Guardsman to contact you for resolution of this claim.  Depending on the outcome of the new stains and seam separation.   This is why they need more photos of the most recent incidents. 

  You should receive a call this week with how to proceed with the next step or determination of the set. 

  Sincerely,

  *****

• Initial Complaint

  Date:09/25/2022

  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 ordered a custom couch in February and they have moved the receiving date 5 times. When you call customer service ************ was very rude and ***** the manager at Steinhafels in Greenfield also not helpful and condescending. Basically because you signed the contract and if you did not cancel within 72 hours you are stuck with that furniture even if it takes 1 to 2 years to receive it. When asked to speak to someone above you get the company Is employee owned so there is no one higher up to complain to. I have been buying furniture at Steinhafels for over 20 years and I will never purchase from them again.

  

  Business Response

  Date: 10/08/2022

  *****, 

  We apologize for the length of time your sofa set from the manufacturer is taking.   They have assured us that we should have the product in within the first week of November.   I do appreciate your patience on this order as all special orders have taken far longer with all manufacturers during this difficult time of getting supplies, trucking and shipping.   We have seen this on all furniture manufacturing over the last couple of years.   As I know it's getting better -- that doesn't take care of your situation.    We are doing all we can to ensure your order gets filled and we can get this delivered to you.   We are not in the business to withhold product that's been purchase.   We will continue to keep you updated and as soon as we receive it in our warehouse - you will be notified. 

  Thank you again for your patience!

  *****

• Initial Complaint

  Date:09/23/2022

  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.

  08/27/2020 Cost $2914.41 Deliver quality furniture including loveseat and sofa From the time that we bought the furniture it was replaced within 6 months due to poor quality. One year later it was replaced again. When the replacement was delivered it was flawed and another reorder took place immediately. Since that we have been waiting over a year for that replacement of both items. We have corresponded with them regarding replacement of these items and their response is always that its back ordered. The last replacement was delivered in June 2021 and now they tell us that this replacement is supposedly scheduled for November 2022. In over this past year I have communicated by email at least once a month regarding this issue. We have more than patient and the response has been ridiculous. In that time, we have offered to upgrade, and we have also asked for a refund. Both have been ignored.

  

  Business Response

  Date: 10/08/2022

  *****, 

  In looking into the order, we do have an exchange in the system for you 0703111OB11.   As we do have ************ filled to your order, we are hopeful that we should have the rest of the exchange received in within the first week of November.   As soon as the order is filled we will contact you on the replacement.  We apologize for the inconvenience and want to thank you for your patience in this situation. 

  Sincerely,

  *****

  Customer Answer

  Date: 10/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have been waiting over a year for this furniture and this is the 3rd time it is supposed to be replaced.  I have asked them to either credit this purchase to different furniture or give me a refund.  I get the same response each time I contacted them which has been very frequent.  Their customer service is terrible considering we've been dealing with this problem for 3 years!
  
  Regards,
  
  ******************************

• Initial Complaint

  Date:09/23/2022

  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.

  We purchased a large sectional sofa from Steinhafels in April 2022. It was supposed to be delivered in May, but was not delivered until August 2022. We called after delivery to note the issues with what was delivered. The ottoman was sunken in and the armless sofa seat cushions were too small and leave a large dangerous gap that people fall in when trying to use the couch. A Steinhafels technician came out and agreed that the couch cushions were not sized properly and that the ottoman was sunken. He stated the ottoman issue was common and they had a repair for it but had no idea how to fix the couch cushion issue. Steinhafels took a month to pick up the ottoman and then will have it for a month as they cannot deliver it back to us until mid October. They refuse to fix the couch cushion issue and state it is factory standard and same as the showroom. The showroom was not like this, we tested the couch there for over an hour and would not have purchased it if this issue was on the showroom sample. They refuse to fix or escalate it in anyway. I have large useless piece of furniture that cost $4300 and we waited months for in my family room that they refuse to address. Their **************** Reps are rude and refuse to let me speak to anyone else and say it is resolved and that there is nothing they will do. I would like it fixed or returned for a full refund at their expense, no restocking fee for me. This has been disappointing, a waste of time and a big waste of money. Being told a dangerous couch is an inconvenience and that they will not stand by the products they sell is not acceptable.

  

  Business Response

  Date: 10/08/2022

  *****,

  In looking into your orders we have looked into the sofa set and it was deemed factory standard and similar to the floor model.   The ottoman has been repaired and is scheduled to be the delivered on October 15.   0828206RP59    We apologize for the inconvenience of having to have your ottoman in for repair, however, it needed to come into our shop for the repair. 

  Thank you for your patience.

  Sincerely,

  *****

   

  Customer Answer

  Date: 10/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]As mentioned in the complaint, your statement is false. The couch cushions DO NOT match the show floor, ARE NOT ***************** and do not fit the couch, hence the complaint. The couch cushions are too small and create a leg width gap that people are falling into and make the couch unusable.  Your technician agreed when he came to our home on August 18th and stated that he and Stenihafles would look for a fix (larger cushions that properly fit the sofa section) and instead you are now trying to state they are somehow fine.  They are not fine, they do not fit, they are dangerous and need correction.  Having a dangerous and unusable piece of furniture in my family room that was quite expensive is not "an inconvenience!!!!!".  This is unacceptable and we do not accept this response as Steinhafels needs to take responsibility for the products they sell and not try to excuse poor quality. 

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

  

  Business Response

  Date: 10/31/2022

  *****,

     Thank you for your inquire again on your sofa.   We have decided to try a new cushion core and casing ( LSF and RSF ) for your armless sofa.   Claim 1031206WL73.   We will see from our vendor if that would close that gap that you are experiencing, however, it is consistent with other sets of this model on our floors.    When the parts arrive we will schedule a service appointment to swap those out with your set. 

  We also notice that the ottoman was returned to your home - we hope that you found the repairs satisfactory. 

  Sincerely,

  *****

  Customer Answer

  Date: 11/04/2022

  [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:09/22/2022

  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.

  In November of 2019, we purchased a 6-piece ***** recliner modular sectional, order # 1120915KJ57 from ************ for $4776.78 and purchased the protection plan for $538.05. We took delivery of the furniture on January 2, 2020. Within the first month, a request for service was initiated due to brackets not properly installed and the pieces were not attached correctly; this was remedied. Another service call was placed due to a motor that did not work, 2 months later this was repaired. Additional calls for service were initiated due to padding in the seats that were deteriorating and no longer supporting. A technician did come out and added additional padding. In July of 2021, another service call was created again for the same cushion issue a few months earlier. At this time we were told that a cushion would need to be ordered. When a technician did arrive to install it, it was the wrong one, so he supplemented by adding so much padding that it created a hump in the seat that was not comfortable or usable. It now appears that the springs in the sofa are no longer supporting weight sufficiently as it now rests on the ground, and again, the brackets are broken. I did reach out to both Guardsman and Steinhafels. ********* told me to refer to the contract paperwork that states that springs are not covered; however, after reviewing the service agreement, SPRINGS are covered. ************ says this is not their problem and Guardsman won't respond. We truly expected years of use out of this sectional; however, at this point, it looks older than the sofas we have that are nearly 20 years old. I appreciate any assistance you can offer.

  

  Business Response

  Date: 11/07/2022

  *****,

  We have contacted Guardsman to find out more of what transpired with your claim with them.  What we've learned was:

  The technician found no damages to the *********************** was advised the cushion core is flattening and needs to be replaced on the armless recliner unit. 

  Guardsman replaced the cushion core on this unit already - 7/16/2021. -- claim 12136028.   The new request is not eligible for service as Guardsman has already replaced the needed part in the previous claim. 

  Guardsman will be in contact with you to explain further on the denial of the claim.    This is consistent with all warranty claims. 

  Sincerely,

   

  *****

• Initial Complaint

  Date:09/14/2022

  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.

  On 8/29/22 we walked into the crystal **** Steinhafels to make a purchase, we knew what we wanted because we had done the research online and all she needed to do was try the mattress. We found what we needed and tested the mattress, not one employee was around so we had to find someone. We found an employee and asked him to help us with the order. He made sure everything was in stock and processed the order, he did ask another employee to help him. At no point in my research online or during my interaction with the sales person in the purchase was there anything that said the bed needed a box spring or another type of support. We left with a delivery date of September 5th. September 5th comes and the delivery guys come set up the bed and place the mattress against her closet, they get the bed set up and then tell me we need a box spring or some other support and they can't do anything else for me. I said I wasn't told I needed one and they said the salesperson should have said something and left. I contacted the store waited for the manager to call for like 4 hours, was told he was going to see what he could do and I am thinking it will be resolved that day. Get a call back hours later saying I can pick up the box spring at no charge or the soonest it could be delivered was saturday the 10th. I had no way to get it. I asked if I was going to get some sort of credit to my store card for the issue and they would not take responsibility for the problem and said that salesperson no longer worked there. He said I wouldn't be charged for the delivery and box spring. I said my daughter has no place to sleep and he said there was nothing he could do. He was rude and didn't seem to care about me as a customer at all just kept saying the same thing over and over. My daughter slept on the floor until she got the correct box spring. other stores would bend over backwards to right the wrong and show the customer that they matter. This was not the case here.

  

  Business Response

  Date: 10/08/2022

  ********, 

  We are sorry for the confusion on the order.  We see that you were given a credit of $199. 18 on  9/5/22.    0905232EW73

  We hope you are enjoying now the furniture.   Thank you for your patience with this matter. 

   

  Sincerely,

  *****

  Customer Answer

  Date: 10/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The only credit I received was for the box spring they gave because I never knew I needed one. That doesn't make up for all the stress of the situation and my daughter having to sleep on the floor for a week until we could get the box spring and she is 16 not a little kid. The poor customer service in dealing with the situation like I meant nothing. I might as well have been told we don't care if you are a customer or not all we care about is your money. They made me feel like they were doing me some huge favor by not having to pay for the delivery charge. In this situation and knowing you guys dropped the ball it should have been expedited. It took all day for the manager to tell me I could pick up a box spring and if I needed it delivered it would have to wait. It that was your family the whole situation would have been treated differently. You need to look at the whole picture and situation. No problems charging my card, but major issue making sure I am a satisfied customer. I didn't ask for a full refund, I asked for 500 dollars.
  
  Regards,
  
  *******************************************

• Initial Complaint

  Date:09/07/2022

  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.

  We purchased 4 Adirondack chairs online under my husbands name, ***************************, and he picked them up at the ******** store on August 29th 2022. We spent $839.96 on the total purchase. We had seen the crummy return policy of 15 days and a 15% percent restocking fee, so we wanted to ensure what we bought was correct so he started to assemble them on September 6th, 2022--8 days after purchase still within the 15 day window. We come to learn that hardware was missing from one of the boxes so we can't even assemble the chair we bought. I reached out to customer service today, September 7th, and was told that we would have had to let them know within 48 hours of delivery. I said these were not delivered, we had to pick them up. They said sorry policy is 48 hours, a policy we were never told about nor do I see it printed any place. I was in disbelief. I said we paid $209.99 dollars for a chair we can't even use because we were not given the proper hardware. What kind of customer service is that? ********************** you failed on your end of the deal by not giving us what we paid for and now it is my problem?