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:10/16/2024

  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 couch from Steinhafels in ********, ** on 9/2/2024. I picked the couch up myself and brought it home. Yesterday 10/15/2024, my couch broke and one whole side is completely unusable. I called today and because I didn't purchase the service plan for an additional $500 I was told that in order to assess the situation with the couch I would need to pay for a technician to come out and it would cost me $149.99. I told them that that was completely unacceptable since I've had the couch for 6 weeks and it's already broken. They insisted that this was my only option. I paid $1898.00 for this couch and now they want even more for a crappy product that they sold me.

  

  Business Response

  Date: 10/25/2024

  *****, 

    I'm sorry to hear that your sofa has an issue with one of the sides- making it unusable.  At the time of purchase we want to ensure that every customer has the information of it's warranty with options.   Below is our coverage that changed early this year:

  Effective January 2, 2024, Steinhafels will be combining our one-year service plan with all products covered by our VIP Protection Plan. When a customer purchases the VIP Protection Plan, they will receive one year free for parts, labor, and transportation coverage with a Steinhafels Technician.
  Purchasing VIP Benefits
  Parts ordered based on manufacturer warranty.
  All labor costs are covered for all manufacturer and VIP-covered claims.
  Transportation of parts and repairs would be free.
  VIP accident protection 4-year coverage.
  Dont Use It Dont Lose It Store Credit voucher after 4 years.

  
  If a customer chooses NOT to protect their ******************** with a VIP Protection Plan (or if item(s) are not eligible for VIP), they will be required to pay a $149.99 trip charge for a service technician visit.
  Opting out of VIP
  Parts ordered based on manufacturer warranty only; these will be no charge to the customer.
  Service for manufacturer defects during the 15-day Return Policy at no cost.
  A trip charge of $149.99 for manufacturer warranty claims after 15-day Return Policy.
  If a technician goes out and needs to order parts, Steinhafels will return to install the parts for no additional charge.
  Repairs are warrantied for 30 days from the date of repair.
  No service outside the manufacturer warranty timeframe.
  No service for anything not covered by manufacturer warranty.

  I do see you have an appointment scheduled with **** on 10/31.  *********** and parts will be covered since you paid the trip charge.  Service # *******RZ96.  You will be notified 2 days in advance with a narrowed down appointment time within a hour an half. 

  We look forward in taking care of your concerns with the product on this date. 

  Sincerely, 

  *****

   

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 13, 2024 we had a furniture order delivered from Steinhafels, the delivery men knowingly backed into our driveway that had no apron poured. They damaged our concrete we had done only a few weeks ago. After a phone call to the store I was directed to send emails of the photos I had taken of the damage. After this I was contacted by a delivery manager who told me they were obviously not going to pour new concrete and we should have warned them we didnt have an apron poured. I continued to ask what they were going to do to make this right but accountability was not taken only blame on us. After multiple times of me asking he said he would refund our delivery fee of 150$ and that was all they would do. After this I left a ****** review on their website which they responded to and told me to text them my order information and they would take care of it. After I did this I let them know that I called our contractor and it will be 1500$ to repair the damage to the concrete. I received no response after the information was given to them. The damage has already been done and the concrete will never match the other concrete we poured only a few weeks ago and this is our forever home which is upsetting in itself, but now we will have to pay extra all because of the lack of awareness from these delivery men at a business that wont take accountability and only place blame on the customer. We would like some accountability taken, and the fees for repair taken care of.

  

  Business Response

  Date: 10/25/2024

  *****, 

    We are sorry that your driveway was damaged even though our delivery trucks meet the required clearance requirements.  I know you did speak to our delivery manager over the situation and was credited back the delivery fee for any inconvenience.    If we shouldn't have been near that part of the driveway for any reason, we were not told of that reason ahead of the delivery.  We deliver to many homes each day with multiple trucks without incident.    The claim was reviewed and as noted from our delivery management the refund of the delivery fee was processed.   There is nothing further we can do in this situation. 

  Sincerely, 

  *****

   

  Customer Answer

  Date: 10/25/2024

  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 were not told to warn anybody about not going on our driveway, it is able to be driven on and unfortunately it is truly just no common sense and error in your delivery men. All other service trucks have known what to do, your delivery men knew they did the damage and did not tell me which is just cruel and had they done the right thing and let us know immediately we would not be here. There is unfortunately no good ending for us because we will have to look at the different piece of concrete for the rest of our lives. I would like some sort of discount on our furniture to make up for the damages we will have to repair if no help will be given for the repairs directly. There is much more you can do as a company to take responsibility. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:10/02/2024

  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.

  Date of purchase.. 3/5/2023 Spent on couch and ottoman..$4137.36 Steinhafels was committed to provide my an extended warranty I paid for. Which was a repair of an ottoman and sectional covers for my cushions.The nature of the dispute is I filed my first warranty repair on my ottoman and sectional sofa in April 2024. I still yet to have this completed. They have put in multiple orders in for the cushions what arrived were the wrong cushions for the sectional. They never ordered the ottoman cover at all. I have called numerous of times with no call back. Then they finally got a manager involved at the ******************************** and he told me he was going to take care of my issue from here. Never heard from him again. I got a call from a ********* that also works there and said I will be ordering your parts now. So she said she ordered the ottoman fabric because the whole ottoman has to redone and she will put a rush on it. Never done. They said now that it was ordered but will take ***** additional weeks to get it in then I have to get a guy to come out and to re fabric the whole thing after it arrives, if it ever arrives. Then ********* gave me a date of 9/28 for the guy actually from steinhafels to do my ottoman and ***** from steinhafels never called or showed up on that date. My husband waiting that whole time that day. I called and asked them if someone was going to come out and the customer service person said no he decided not to come out to replace my sectional cushions because the ottoman fabric wasnt in yet. I said he should have at least called me and told me. Nothing. So the manager name is ***** ******** his direct number is ****************** and Stephanies direct line is ************. I called multiple times over 2 weeks with no callback. This still isnt resolved and I dont know what else to do. I want to be done with this company for good. HORRIBLE customer service by the manager. Refund or store credit would be last resort. Please help!

  

  Business Response

  Date: 10/07/2024

  Carmen, 

      We are sorry you had this experience with your sofa set while using the protection plan for pet damage.   Due to the parts not coming in correctly and the time spent with this set - we have submitted to ServeCo to have the items replaced.   You will be contacted with directions on how to proceed. 

   

  Thank you for your patience. 

  Sincerely, 

  Kevin

• Initial Complaint

  Date:09/30/2024

  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.

  To whom it may concern. I bought an paid for a huge couch sectional from downers grove store and I bought the VIP insurance on 7/16/23. With in 6 months the couch has begins to wear out and the seams and splitting . We have 2 couch covers on them and the material is just wearing down, even from place we dont sit on . I filled all the paper work and called numerous times and had 4 techs come to the house . Nothing had been done and I have a broken couch that just keeps falling apart more and more . I had one service guy put a cord from another couch to make it recline , but I cant use it because the material is worn out . Now I just have a cord hanging off my couch. 4 techs and almost a year since I put in a request and I get 12 weeks , I have to wait 12 weeks . Its always 12 weeks no matter when I call . **************** ***** ***** was trying to help , got another customer service agent ***** who refused to let me talk to a manager and refused to connect me with the store manger . Her response was again 12 weeks . I just want a working couch , Im tired of waiting for parts . I looked in the website and they have the same couch available for next day delivery . I bought and paid for a couch , and I got a broken couch that and nobody to repair it !!! I paid for the VIP insurance which got me nothing . Please help !

  

  Business Response

  Date: 10/24/2024

  *****, 

     We are very sorry for the length of time it has taken to receive the parts from the vendor, however, due to the parts being sent incorrectly we have decided to exchange the product - 1023433XV63.   It appears that the replacement is scheduled to be delivered on 10/25/24.    We hope you'll find the replacement completes your order and you can once again enjoy the merchandise. 

  Thank you again for your patience. 

  Sincerely, 

  *****

  Customer Answer

  Date: 10/25/2024

  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.
  
  Afternoon. Yes the replacement right end was just delivered and installed.  Im still in need of the left end cushion that is completely worn on the  seat part . And the middle wedge cushion that is stitching is pulled and the wholes are getting bigger , when nobody sits there .  And I have 2 couch covers on the whole couch and the seats and stitching is being worn outs.  I appreciate customers service **** C seeing how horrible the problem was 2 days ago when ******* H their repair guy came for the 5th time , with the wrong seat controller and no cushion because the parts got lost in their boilingbrook location.  **** C ***** and realized how awful the problem was and Ill give him great credit , he called me back with a solution for that in about and hour.  **** C and ******* H are still aware of my problem regarding the other components of the set .  **** C told me they are on order and I have to wait for another 2 weeks or so .  So I/3 of my problem was taking care off .  I dont understand why when I called and had ******* H out multiple times , my response is always we are waiting for the parts .  It has been months . I have had this sectional for less then 2 years and I spend more time waiting for the parts then enjoying my couch.  Id love to have this claim closed , but I just keep waiting on parts . Please advise how we can close and resolve this issue .  
  
  Regards,
  
  ***** **********

  Customer Answer

  Date: 11/25/2024

  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.
  
  Nothing has been done for my complaint .

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

  

  Business Response

  Date: 12/13/2024

  Gayle 

     The only parts that were ordered for the Right Side facing power recliner, however, we decided to replace the item due to the long wait for the parts.  That exchange was done on 10/25/24.   1023433XV63.    You mentioned about wear on the Left Side facing unit -- however wear is not covered by any warranty (Manuf. or protection company).   If you are experiencing seam separation - that could be covered under your Protection plan, however, you'd need to file a claim with ServeCo on this link - ***************************************************;  OR calling **************.   They will handle the claim from there.  They will require photos to determine the extent of the seam separation to be covered.   Remember though - wear is not covered by any warranty. 

  Thank you, 

  *****

  Customer Answer

  Date: 12/14/2024

  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 seems are coming apart . Ive sent numerous pics and the part are supposedly ordered in June .  I was told the would be in beginning of November . Its December 15.  
  the left end side and the middle wedge . While this complaint was being handled, I doubled checked with the **************** agent and he told me the parts were ordered  the company just takes forever .  The same service man was out and verified it . This service orders is almost a year old as of now . 
  its not wear and tear its the seems . 
  
  Regards,
  
  ***** **********

  

  Business Response

  Date: 12/24/2024

  Gayle 
     The only parts that were ordered for the Right Side facing power recliner, however, we decided to replace the item due to the long wait for the parts.  That exchange was done on 10/25/24.   1023433XV63.    You mentioned about wear on the Left Side facing unit -- however wear is not covered by any warranty (Manuf. or protection company).   If you are experiencing seam separation - that could be covered under your Protection plan, however, you'd need to file a claim with ServeCo on this link - ***************************************************;  OR calling **************.   They will handle the claim from there.  They will require photos to determine the extent of the seam separation to be covered.   Remember though - wear is not covered by any warranty. 
  Thank you, 
  *****

  Customer Answer

  Date: 12/29/2024

  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,
  
  ***** **********

• Initial Complaint

  Date:09/23/2024

  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 performance fabric King ******* brand chair and ottoman from **** ******** at *********** on 2/14/24. It was delivered on 5/22 and I immediately requested service for a tear in the lower decking. While the part was ordered, I had a plain water spill on the upholstery that left a visible spot. I then attempted to remove the water spot by wiping it with a wet microfiber cloth & the spot became larger. The fabric is 100% olefin & was sold as performance fabric. I spoke with both ***************** in customer service at Steinhafles regarding the poor performance of the performance fabric & was treated very rudely by *******. She stated that the regular fabric warranty covers durability of fabric but not accidents. It is performance fabric with a W cleaning code; why does water stain it? ******** discussed the performance of this fabric in a busy family ******** was assured of its durability. I have been told several times that if I had purchased the offered third party extended warranty on this furniture, it would be helpful. In my experience, third party service is exceptionally difficult to access, and King ******* offered a decent warranty. Steinhafles is now saying that the King ******* warranty only would apply to holes or abrasions of the fabric.

  

  Business Response

  Date: 10/07/2024

  Rebecca, 

     We are sorry that the item was delivered with the tear.   We have received the part from the factory under service order 0522406VRXU.   We are attempting to schedule with you for having the item picked up for our shop repair.  It's better to repair it in a controlled environment.   Looks like they last reached out to you on 10/5.    When doing the repair we can take a look at that spot you're referring to and work to correct that to.  Please put a piece of blue tape on it so we can start to work on it. 

  When the water was spilled - you should blot with a dry cloth - using a dry cloth or paper towel to gently blot the area to absorb as much moisture as possible.  Then let it air dry. 

  We can take a look on our techniques to try to resolve what's been done. Please contact us at 262-436-4600 Customer Service to make arrangements on the repair. 

  Thank you

  Sincerely, 

  Kevin

• Initial Complaint

  Date:09/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Steinhafels store in ******** on September 3, 2024, and purchased a couch. While working with the sales associate, we were told the couch would not be available until the end of the month; when paying however, it was determined there was one in stock, available for delivery as early as 09/11/2024. I accepted that delivery date, and paid for the couch/delivery.On 09/06/2024, at 4:45p, I received a call from the delivery team at Steinhafels saying the couch was damaged, and that it was not repairable. The associate told me they would call when the next shipment came in, they would call to schedule a new delivery.On 09/08/2024 I received an email from Steinhafels indicating I needed to reschedule my delivery time. There were only a handful of an available dates, of which I selected 09/23/2024.I then realized that I most likely was rescheduling delivery for the damaged couch, so I contacted customer service on 09/09/2024; I was told the couch had been damaged for a while, and shouldnt have been available anyway. The associate said he would call me back that day with an update. I waited 24 hours, and then called myself. I spoke to a different person, who said the couch wouldnt be back in stock until end of month, but would call back to give a window. He did call back that day, and said he hadnt been able to get any updates. He called again the next day and said the shipment had come in, and that they could deliver 09/16 or 09/17.I asked for refund on delivery because I had to take time off work for all these delivery days, that didnt come to fruition, which needed to be run through management. I had to reach out 6 days later, and was told it was denied because I should have scheduled on a weekend day.A weekend day was NEVER offered, or mentioned as an option. The team has been unhelpful and will not allow me to speak to distribution who allegedly made the decision. I was offered a $50 credit, to a store I wont shop at again

  

  Business Response

  Date: 10/07/2024

  *****, 

     We are very sorry for the inconvenience of the delivery of your new furniture.   I'm glad we were able to review the product before delivery to ensure you received the product in great shape.    I have seen you were able to take delivery on 9/17 and were sent the $50 Gift Certificate   CV486383 for your inconvenience.   We are unable to refund the delivery due to it was a service that was provided.  

  Thank you for your purchase and we hope you have great comfort for a long time. 

  Sincerely, 

  *****

  Customer Answer

  Date: 10/07/2024

  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.
  
  My chief complaint in regard to the delivery issue was not that the original product slated for delivery was damaged; I spoke to five different people over the course of 11 days, attempting to get the delivery scheduled. I had to take numerous days off of work, because the Steinhafels team was incapable of providing a clear and consistent answer regarding availability of the product, and why new deliveries were scheduled for the original item, which was damaged.

  Additionally, I found it incredibly unprofessional that I, as the customer, was the one doing all the follow-up, checking-in, and asking for updates. I received one phone call after the delivery was cancelled, which was a return call after I had waited 30+ hours. Not once did anyone did responsibility as the seller/vendor for their shortcomings, instead, I was told over and over that I was at fault for not scheduling a weekend delivery, despite the fact that every delivery date offered to me was a weekday. 
  

  As a whole, the experience with Steinhafels was one of the worst I have ever had with a company. The final **** ***** was incredibly condescending and patronizing, and refused to allow me to speak to any of the individuals involved in the final decision to not issue a refund, because they were on the delivery team, and he, in customer service, is supposed to be the mediator. He did not mediate, he spoke to me like I was a child, and was incredibly dismissive of my frustrations. 
  

  I told him I dont want the credit, as I wont be shopping at Steinhafels again, not to mention, the credit is valid for $50 up to 6 months from issuanceIm not sure what in the store, aside from perhaps a damaged lamp or understuffed throw pillows, would go for less than $50, but I can assure you I wont be giving them any of my own money going forward.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought this sofa and a loveseat set from Steinhafels in *******************. We had issues with the back and the seats of the sofa back in March. I contacted ********** customer service. They sent a person out in April. They did their pictures and everything and they sent me an email saying that it is not covered under manufacture warranty. We would have to use our VIP care which I contacted VIP care file that and they denied our claim so then I contacted Steinhafels again and then after a bunch of phone calls they agreed to replace one part of the sofa, but not replaced the whole sofa After I contacted Steinhafels again they sent out a tech one more time. He agreed that theres issues on the couch but now they only agreed to replace the other half, but not the centerpiece and when I contact *********, no one can give me true answers of when the parts will be in , they will not really give me an answer of what parts they ordered and whats getting replaced and that is not a possibility with them. Apparently you can only talk to customer service and they cannot escalate you to a manager to speak with your issues. I feel like the sofa should just be replaced what they need to be replaced. Its all doing this and a sofa should not be having issues after two months of owning it. It should not be falling apart. I have emailed them called them. Try to get a hold of a store manager, but most of the time no one will contact back and they just wanna give me the runaround and just tell me to be patient but no one can give me a true answer of what theyre gonna do. At this point, I would just like a complete refund from Steinhafels and they can come and pick their sofas back up and take them. They also say theyre doing this out of Customer courtesy replacing pieces because its not falling under warranty or anything that is covered by manufactured defects.

  

  Business Response

  Date: 08/30/2024

  ****,

     We are sorry that the repair process is taking this long to complete.   More parts were recently ordered based on recent discoveries by the technician at your home.   These parts unfortunately due take longer as they are coming from overseas from the manufacturer.   They only ship the parts on a container to the retailers.    I'd like to say we should receive the parts within 8-10 weeks.  As soon as they are received - you will be notified to schedule an appointment for our technicians to come out and install them. 

  Yes it was mentioned that these parts are a courtesy as it was noted of some pet damage to the product which these parts should resolve.   We are unable at this time to replace the item due to this condition. 

  Thank you for your patience and we should be in contact with you as soon as all the parts are received.  Service order 0820406YH62

  Sincerely

  *****

  Customer Answer

  Date: 08/30/2024

  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 dont feel like replacing the 3 sections of the sofa is going to fix the problem of the material breaking down, which is very common for Polyurethane material to start breaking down like it is after 2 to 3 months of use. Wish we were aware of this when we bought the sofa and loveseat seat. This is not caused by our pets as they are not allowed on the furniture. I feel like steinhafels is using our pets to get out of doing the right thing and do a full refund. I will not be a satisfied customer until they do a full refund. Also I brought up the issues about the whole sofa at the first service tech visit yet Steinhafelss refused to do anything from the beginning and has been nothing but arguing with them to do the right thing at this point I am requesting a full refund.

  Generally speaking, PU leather can last anywhere from a few months to several years, but it is not as durable as genuine leather. One of the primary concerns with PU leather is its tendency to peel or cracking. We were told at steinhafels that this furniture will last a very long time Which is not true started to breakdown after two months.  So Im asking you to please do a good faith full refund. 
  
  

  [Please type your response here.]
  
  Regards,
  
  *****************

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rep: 0624411JQ93B 6/24 Original order. Was informed that the chair and trundle would be in mid-july (total purchase 10,624.23)6/29 Delivered, returned the box spring.7/1 Called ****. Discussed return of queen mattress and queen bedframe. Wanted to purchase king bedframe. She asked if I needed a king mattress which was no because I kept my old king mattress. At the time she indicated that the bedframe was on back order until mid July.. 7/2 **** ******** notified me that the queen could not be returned because a protective cover was not purchased. She placed the return and it rejected. Please note I was not informed of this and had not even slept on the matress. I still wanted the king bedframe ordered and wanted to dispute the mattress. 7/25 I called and was notified that the King bedframe order was placed then cancelled on 7/02. I was then informed that the chair I had ordered had been in but no one had contacted me. Also informed the trundle was on backorder until mid September. I cancelled the trundle and asked to speak to a supervisor. was informed a supervisor would call me. 7/31 No contact. Called the customer service number. *******. Told me supervisor had called me twice then closed request. At this time I had not received zero calls. Given the same info about how someone would call me.8/01 Went into store and asked for **, ***** *********. Informed error my fault. Treated poorly. No explanation about the cancelled bedrame. Had to reorder. No apology about the supervisor not calling me but notating she did.08/08 King bed received

  

  Business Response

  Date: 08/30/2024

  Jacqueline, 

      We are apologize for any miscommunication and or misunderstanding of our return policy for the products ordered.   The mattress protector policy is part of our explanation during the sale process to ensure the mattress stays in great shape.   The policies are signed acknowledgments at the point of purchase.    It looks like you did return the Queen Panel bed set on August 1st and reordered the King size on the same day.   The King set was delivered on August 8th.   I know you had a conversation with our General Manager Kathy about a refund of a restocking fee, however, we are unable to provide that due to our guideline stated earlier. 

  We hope you enjoy your new King bedroom set and once again we're sorry your shopping experience wasn't what you expected. 

   

  Sincerely, 

  Kevin

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22135923, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I want the queen mattress returned and reimbursed. Had I been told if the bed cover I would gave bought it. 
  

   

  
  Regards,
  
  
  
  Jacqueline Scott

  

  Business Response

  Date: 10/07/2024

  Jacqueline, 
      We are apologize for any miscommunication and or misunderstanding of our return policy for the products ordered.   The mattress protector policy is part of our explanation during the sale process to ensure the mattress stays in great shape.   The policies are signed acknowledgments at the point of purchase.    It looks like you did return the Queen Panel bed set on August 1st and reordered the King size on the same day.   The King set was delivered on August 8th.   I know you had a conversation with our General Manager Kathy about a refund of a restocking fee, however, we are unable to provide that due to our guideline stated earlier.  We are sorry we will not be able to return your Queen mattress. 

   
  
  Sincerely, 
  Kevin

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22135923, 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,
  
  
  
  Jacqueline Scott

• Initial Complaint

  Date:07/18/2024

  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 early 2022 I bought a sofa/chaise sectional to replace our old sofa as we prepped for having a baby. We paid for the extra VIP+ Care plan just in case. In mid 2023 we noticed the seat starting to rip. By November the hole was big enough to be a problem and was a growing safety concern so we contacted Steinhafels to use the repair plan we paid for. It took from the week before Thanksgiving 2023 to February 2024 to even get a date set for someone to come look at it. They no call, no showed. Several weeks later we finally got someone out to look at the damage then say the parts needed ordering. We were given an estimate of ***** weeks for the parts to come in. A few weeks later they did. We scheduled the repair to be done. While the repair man was out he realized he didn't have the hardware and couldn't get ahold of his boss to get the go ahead to purchase what he needed. We had to reschedule again. A couple weeks later he was back, still didn't seem to have everything he needed, but tried the repair anyways. This was perhaps April or May by this point. Immediately it seemed to sag, but it was technically fixed. Now it seems the sagging is worse. It looks bad, it's difficult to get out of, and there is a part near the bottom on the front where the staples and wood can clearly be seen. I have contacted the company again with no response yet. Given that we paid extra to have the option to fix it we would like it either done right or a sufficient replacement as this has all been a huge hassle and stressor for us.

  

  Business Response

  Date: 07/22/2024

  ******, 

  We are sorry that your ***************** set is not as comfortable as once you first received it.   We noticed that through the ****************** that the parts were on order for the decking of the *** and LAF sofa set.   No cushions were replaced at that time.   The sagging could be from the loss of the seat cushions.   We have contacted ServeCo to contact you and get the repair started to either order seat cores or send a service technician back out to inspect what is truly happening with your set.    You should receive a call by this week's end to get it started. 

  Thanks for your patience. 

  Sincerely, 

  *****

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:07/11/2024

  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 reclining couch (w/heat) 3/2023 and an extended warranty that we paid additional for. ($2574.94). The couch was inferior (during initial warranty period) and a repair man (****) came out 1/10/24 & stated he made the repair. Shortly thereafter, another Steinhafel repair person came out & identified 4 issues that he would have to order parts for. Calls were made to Steinhafel 3/4/24 & 4/4/24 (****), 4/25/24 ********************* 5/16/24 & 7/10/24 (****). They stated that they are still waiting for one of the 4 parts needed to repair the couch. I asked if my warranty would be extended for the time that I have been waiting for the repair since I have not had the use of my ********* was told by ****: "no, that's not happening." I asked to speak to a Supervisor & was told by **** that he is a Supervisor so I would not be allowed to speak to anyone else. I requested to return this poor quality, substandard couch & credit my credit *********** stated, "that's not happening." ************, my only option is to "wait for the 4th part for the repair" despite the fact that I have not had the use of the couch for all of these months. Please assist.

  

  Business Response

  Date: 08/19/2024

  Thank you ***** for your feedback on the service order for parts - I do see we were able to get a Return Authorization for it as the delay in the parts were going to be too long.   I see we contacted you on 8/12 and you reselected on 8/13  0813430PW79 for a different item.   Delivery was completed on 8/16. 

  I hope you have many years of good use of your new loveseat. 

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer Answer

  Date: 08/19/2024

  [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,
  
  *********************