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Business Profile

Furniture Stores

Steinhafels Furniture

Complaints

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

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Steinhafels Furniture has 19 locations, listed below.

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    Customer Complaints Summary

    • 144 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:08/17/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

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

      Business Response

      Date: 08/29/2022

      *****, 

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

      Thank you for your understanding. 

      Sincerely,

      *****

    • Initial Complaint

      Date:08/15/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

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

      Business Response

      Date: 08/29/2022

      *********,

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

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

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

      Sincerely,

      *****

       

      Customer Answer

      Date: 08/29/2022

      Better Business Bureau:

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

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

      Regards,

      *********************************

      Business Response

      Date: 09/26/2022

      *********,

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

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

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

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

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

      Thank you for your purchase and your patience. 

       

      *****

    • Initial Complaint

      Date:08/11/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have tried multiple times to contact ********** in the Madison **** during the last year. We bought a lift chair February of 2021. I believe the cost of the chair was around *******. During the first 6 months we had the chair fixed twice with the mechaism that runs the chair. Around 8 months of being purchased the back of the chair (head rest) and front of the chair arms were starting to fade. We then called again and mentioned to them about the fading and they said numerous times they could not do anything about. Not willing too talk. Come to find out that we were told when we bought the chain it was leather and the more we talked to customer service we were told it was sprayed on color. We have tried to cover it up but nothing works. I believe we should of either been able to pick ut a new chair, getting our money back or had them fix it because it really looks bad. I have it covered up with a blanket. This all happened within the first **** months after we bought the chair. We even call Channel 15 to investigate but Steinhafels wouldn't even listen to them so I am hoping you will be able to help us. Thanks ***********************

      Business Response

      Date: 08/29/2022

      *****,

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

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

       

      Sincerely, 

       

      *****

      Customer Answer

      Date: 08/29/2022

      Better Business Bureau:

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

      [Please type your response here.]

      Regards,

      ***********************

      Customer Answer

      Date: 08/30/2022

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

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

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

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

    • Initial Complaint

      Date:08/03/2022

      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 June 13, 2022, I went into Steinhafels to look at furniture; namely, a bed and mattresses. I just moved out of a home, and into a one bedroom, one bath apartment. The apartment is around the corner from Steinhafels. I walked around the store, and finally spotted someone. ***********************. Right away, he brought up the fact that he does interior design and goe sinto homes to look a them and place pieces of furniture. I just needed a bed and mattresses, and found what I was looking for. ***** kept talking about his services as an Inteior Designer and he could come over. I only have a one bedroom apartment! I decided on a bed and dresser, and the mattresses. Plus, they would deliver, which was ten minutes away, for $150.00! I had him write everything up, and I paid. Then, he said delivery would be over two weeks out. I didn't feel right about this transaction at all. I went home, and half hour later, I went back and canceled the transaction, This being a Friday, they said I had to wait until Monday for the cancellation to go through. However, there was a fee that *********************** charged in the amount of $359.99 that they claim was not refundable. He did nothing for me; I found my own furniture!! And, I came back within a half hour of the transaction, for total cancellation and complete refund. This appears to me to be deceptive trade practices as exhibited by Steinhafels and ***********************. I did not want that package, and was led to believe everything was refundable. I am a Senior Citizen living on a fixed income at Mill Pond Apartments. I live on very low income. I just wanted something nice, but these people were representative of "vultures" when you walk in the door. I would never recommend them to anyone I know that need furniture. I am just asking for my money back in the form of a complete refund in the amount of $359.99. Steinhafels and their employees (***********************) take advantage of people, especially Seniors.

      Business Response

      Date: 08/31/2022

      *******,

      In review of your claim and speaking to ***** he did spend a significant time with the selection of multiple items in our store.   We however as a courtesy will be refunding the Designer package back to you for the amount of $359.99.    Return # *******VR35. 

      Sincerely,

      *****

      Customer Answer

      Date: 08/31/2022

      [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.  Please let me know when I can expect my refund from the business.  Thank you for your help in obtaining my long overdue refund.  Best wishes.

      Regards,

      *****************************

      Business Response

      Date: 09/01/2022

      *******,

      The refund will be mailed out in our next check run next Tuesday, Sept. 6.   

       

      Sincerely,

      *****

      Customer Answer

      Date: 09/01/2022

      [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:08/03/2022

      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 a $3500 Beauty Rest mattress from Steinhafels Mattress on **************** in ******* on 6/21. We were thrilled that they offered almost immediate delivery because we told them we needed it asap. Unfortunately, my husband contracted COVID and we had to reschedule delivery until 7/25. When the mattress was delivered, there was an overwhelming stench so I called **************** and they said it would dissipate in a couple of days. When that did not happen, I called the salesperson at the mattress store, who said that the smell would fade in 3-6 weeks and be completely gone in 3 months. This came as a total shock to me as I have never had this problem with any other mattress I've purchased, including the mattress I bought from them last year. More significantly, this was not explained to me when I bought the mattress, and if I had known, I would not have bought it because I am chemically sensitive. The smell makes me noxious, makes my eyes burn, and gives me headaches. Because my husband is not bothered by the smell and likes the mattress, I came up with what I thought was a compromise solution. I requested Steinhafels swap out the mattress with a floor model that doesn't stink, even if it meant giving up the warranty. I was just informed that Steinhafels was unwilling to do that, hence this complaint. I am now the proud owner of the most expensive mattress I have ever bought and I can't sleep on it.

      Business Response

      Date: 08/29/2022

      Ruby,

      When the mattresses are delivered they do have a new smell to them based on the foams being used at the factories to build the mattress.   Then they are sealed in thick plastic for shipping to protect the mattress from being damaged.  The mattresses then are stored for a period of time before they are purchased - that times very due to the demand.    From all the comments mentioned by others - yes- the mattress will continue to air out and take on the scent of the area it's being used in.  The more time you are able to keep the windows open and get clean air in the room the better.   Most new mattresses have this same break-in period for such things.    Very similar to a new car scent.   Most furniture is the same way with the foams, fabrics, sealers and stains used. 

      Thank you for your patience as we know it will continue to get better. 

       

      Sincerely,

      *****

    • Initial Complaint

      Date:07/29/2022

      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 dining room set from Steinhafels. After visiting the store, we placed the order via telephone with the Steinhafels salesperson on July 14, 2022. The dining set was delivered, in the box, on Sunday, July 17, 2022. We unpackaged the dining set on July 22, 2022. It was then that we discovered damage to the table top. The damage appears to have been caused by a tool in the factory and the product was delivered with the defect. We immediately called Steinhafels to report the defective table.We were informed by customer service that we apparently only had 48 hours from the time of delivery to report any product defects. This was the first time this 48-hour policy was communicated to us. The 48-hour deadline is not on our receipt or any other paperwork provided to us by Steinhafels. It was not mentioned by the salesperson who sold us the table and completed the transaction. It was not mentioned or communicated to us by the delivery person that delivered the merchandise. The customer service representative vaguely told us that the 48-hour deadline is somewhere "on the website." The customer service representative refused to allow us to speak to any sort of supervisor or representative to assist us further. Steinhafels scheduled a technician to come to our home on July 29, 2022 to repair the defect. On July 29, 2022 we followed up and were then informed that the service technician was scheduled "in error" and no one would be coming out to assess or repair the defect. We were further informed that we could not return the merchandise because it was damaged. We reached out to the salesperson for further assistance and he never returned our calls.Steinhafels is engaging in unfair and deceptive business practices by not clearly communicating this strict and strident 48-hour deadline to customers.

      Business Response

      Date: 08/01/2022

      *****,

      All of our policies and guidelines are on our website.  We also make reference to it on our sales receipts.  The reason we put in about the ********************************************************************** night.   In your case it was not opened up for up to a week.   There are just too many things that can happen to an item in that period of time.   We are sorry that the item had some damage to it, however, we are not able to service a non warrantable item that is not considered a manufacture flaw.   These products we delivered to your home's garage or driveway - they were not uncrated and or assembled.   They also were not brought into your home.  When there is more time that passes - we just don't know where the damage occurred. 

      List below is our guidelines.   We are not able to do any warrantable repairs to your set. 

       

      15 Day Furniture Happiness Guarantee:
      Steinhafels provides a 15 Day Happiness Guarantee after delivery or pickup on all qualifying furniture in its original condition. Returning or reselecting any furniture will result in a 15% restocking fee. After 15 days, the merchandise can no longer be returned or exchanged. Returned or reselected furniture must be back to Steinhafels within 30 days of the original delivery or pickup date to avoid the disqualification of your return. Returned or reselected product does not start a new 1 year warranty.


      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.


      Special Orders:
      All special orders require 100% payment that is non-refundable after processing. You have *************************************************************************** our store. After this time, special order merchandise is non-refundable and non-returnable.


      Damaged or Defective:
      Any damaged or defective furniture needs to be reported within 48 hours. We will service all damaged or defective furniture (excluding accessories, clearance or as-is items) in accordance with our warranty policies.


      Accessories:
      Tabletop items, wall dcor, accent pillows, linens, lamps, florals, and area rugs can be returned to a showroom within 15 days of delivery or pickup. Merchandise must be in its original condition and packaging. Special Order accessories are non-returnable.


      Other Non-Returnables and Clearance:
      All merchandise sold as Clearance or Floor Sample is sold AS IS and is not eligible for return.
      Other items that are non-returnable include:
      items marked Non-Returnable, items you have assembled, items used in a commercial space or model home, and gift cards. The 15 Day Happiness Guarantee and 120 Night Sleep Guarantee do not apply to any of these items. This merchandise is also not eligible for the manufacturer's limited warranty or extended protection coverage.


      Non-Refundable Services:
      Delivery charges, Decorating Solutions services, and any other service(s) provided on behalf of Steinhafels are non-refundable once the service is in progress.


      Promotional Items:
      If any part of a purchase is returned, the cost associated with any free promotional item(s) or Steinhafels Bonus Cash will be deducted from the amount of the return.


      Refunds:
      Your refund will automatically go back to the original form of payment used for the purchase. In the event you used multiple forms of payment, your refund may be issued across all payment methods used. If your order is split between any form of payment and Steinhafels financing, your refund amount is first applied to your Steinhafels financing account. Refunds to a credit card typically take 3-5 days. Refunds for payments made via cash or personal check will be mailed in the form of a check and may take up to 10 business days.

       

      Sincerely,

      *****

      Customer Answer

      Date: 08/02/2022

      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.

      We opened the box five days after delivery--not a week as suggested in your response. 

      Additionally, your response states, "we are not able to service a non warrantable item that is not considered a manufacture flaw."  The defect/damage is a manufacturing flaw and is very clearly a manufacturing flaw.  Thus, based on the content of your own response, Steinhafels should replace the tabletop or refund our money.  


      Regards,

      ***********************

      Business Response

      Date: 08/29/2022

      *****, 

      Once again - items were not reported for damage within 48 hours - thus the scratches are not considered a manufacturer flaw.   We are unable repair or replace your items at this time.   Below are our guidelines.   All items were delivered on 7/17/22.  First report of any damage was on 7/22/22. 

      15 Day Furniture Happiness Guarantee:
      Steinhafels provides a 15 Day Happiness Guarantee after delivery or pickup on all qualifying furniture in its original condition. Returning or reselecting any furniture will result in a 15% restocking fee. After 15 days, the merchandise can no longer be returned or exchanged. Returned or reselected furniture must be back to Steinhafels within 30 days of the original delivery or pickup date to avoid the disqualification of your return. Returned or reselected product does not start a new 1 year warranty.

      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.

      Special Orders:
      All special orders require 100% payment that is non-refundable after processing. You have *************************************************************************** our store. After this time, special order merchandise is non-refundable and non-returnable.

      Damaged or Defective:
      Any damaged or defective furniture needs to be reported within 48 hours. We will service all damaged or defective furniture (excluding accessories, clearance or as-is items) in accordance with our warranty policies.

      Accessories:
      Tabletop items, wall dcor, accent pillows, linens, lamps, florals, and area rugs can be returned to a showroom within 15 days of delivery or pickup. Merchandise must be in its original condition and packaging. Special Order accessories are non-returnable.

      Other Non-Returnables and Clearance:
      All merchandise sold as Clearance or Floor Sample is sold AS IS and is not eligible for return.
      Other items that are non-returnable include:
      items marked Non-Returnable, items you have assembled, items used in a commercial space or model home, and gift cards. The 15 Day Happiness Guarantee and 120 Night Sleep Guarantee do not apply to any of these items. This merchandise is also not eligible for the manufacturer's limited warranty or extended protection coverage.

      Non-Refundable Services:
      Delivery charges, Decorating Solutions services, and any other service(s) provided on behalf of Steinhafels are non-refundable once the service is in progress.

      Promotional Items:
      If any part of a purchase is returned, the cost associated with any free promotional item(s) or Steinhafels Bonus Cash will be deducted from the amount of the return.

      Refunds:
      Your refund will automatically go back to the original form of payment used for the purchase. In the event you used multiple forms of payment, your refund may be issued across all payment methods used. If your order is split between any form of payment and Steinhafels financing, your refund amount is first applied to your Steinhafels financing account. Refunds to a credit card typically take 3-5 days. Refunds for payments made via cash or personal check will be mailed in the form of a check and may take up to 10 business days.

      Sincerely,
      *****

      Customer Answer

      Date: 09/07/2022

      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.

       

      Steinhafels sold us a clearly factory-damaged product and is failing to stand behind its product.  

      Steinhafels has a duty to clearly communicate its terms and conditions to its customers.  Steinhafels did not do so in this case.  The deadline to report any defects was not communicated to us by the Steinhafels' salesperson who sold us the table or the Steinhafels' delivery person that delivered the table.  The two day deadline is NOT communicated on any sales receipt that was provided to us.  Instead, the "terms and conditions" are buried in small print on your website.  Steinhafels' practices are deceptive and misleading and are designed to take advantage of its customers.  

       

       

       

       

       

      Regards,

      ***********************

    • Initial Complaint

      Date:07/28/2022

      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.
      Hi I need a complete refund asap from steinhafel furniture. They told me 3 times that the refund was issued. But I have not received it and my bank told me over 3 times that it has not received anything Please advise Thanks ****

      Business Response

      Date: 09/26/2022

      This was refunded to customer's **** on 7/28/2022  Card ending in 1551.    Amount $1122.97. 

       

      *****

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