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

  N93W16677 Falls Parkway Menomonee Falls, WI 53051-1487

  
• 

  Steinhafels Furniture

  429 W Silver Spring Dr Glendale, WI 53217

  
• 

  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:06/29/2024

  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.

  [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,
  
  ***********************************
  like you can't return it because we didn't buy a mattress pad with this order. I bought a mattress pad, and nobody said I needed to by another one for the replacement. They said that the managers are going to tell you the same thing when I asked to talk to the managers. I'm still waiting a return call from managers and continue to get emails to pay or it's subject to cancellation. I don't want to deal with any possible defects with new mattresses and just want a refund for the mattress of $3000.

  

  Business Response

  Date: 07/08/2024

  *******, 

  We are sorry to hear about your mattress - we are working with the manufacturer and will be in contact with you on providing you with the desired refund of the mattress.  One of our agents will be in contact with you early this week to schedule the pick up of the mattress. 

  Thank you for your patience in this situation. 

  Sincerely, 

  *****

• Initial Complaint

  Date:06/27/2024

  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.

  They still have the products and my money. They dont seem to care when I try to contact them; I get the run around. They say that they will look into things or call me back. Theres still no communications from them. They send me automatic emails that I have to setup the delivery delivery was setup and thats where the problem started. They loaded the truck with no protection for each furniture piece and thats how it got damaged.

  I was told by the area manager that I just had to deal with the damaged items. I told him that was not the agreement, I would pay over $5200.00 for a table and 4 chairs for brand new items not used, not damaged, not like new. He didnt like that response and told me that I had to just accept them. That wasnt the agreement.

  The sales *** laughed at me and hung up on me.

  id I had to take the doctored furniture and deal with the condition that they are in. I agreed to pay for new chairs and a table set, not used or beat up furniture. These items totaled to $5177.37. These are not cheap items. I also tried calling the store, however the calls get rerouted to the customer service ***** The sales rep *************************** called me today (per my email) and she laughed and said I was stuck, then hung up on me.

  

  Business Response

  Date: 08/19/2024

  *******, 

    We are sorry this has taken this long to resolve for the damaged items, however, all of the items have been filled now to your orders 0524432AX68A and 0524432AX68B.    Please give us a call to reschedule the delivery of the set.   ************   OR you can schedule through our website. 

  Thank you again for your patience. 

  Sincerely, 

  *****

  Customer Answer

  Date: 08/19/2024

  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 do not want to close this yet until I inspect the table and chairs. I understand that they ordered a new table, however they doctored the chairs. The problem is that I ordered brand new items, regardless of what their website states or what the invoice says. I did NOT agree to any of these policies because the sales lady just wrote a line where I should have signed. I did not agree to any of it. They don't have my signature. You can't just tell someone know after an agreement to check out their website. That's not how agreements or contracts work... special order or not. If the chairs are not to my liking after inspections, then I will proceed to small claims court. This company has taken long enough to deliver such items and I still am out of the money and still out of the product. 

  Thank you for your time and effort BBB!!! I greatly appreciate it.

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

  Customer Answer

  Date: 08/19/2024

  I just received an automated email today from Steinhafels, however the email is just for the table. Do you happen to know if they are ordering new chairs?

  I paid for the table and chairs, I still have nothing. I dont want to blow up your email, however I will forward the latest email from Steinhafels.

   

  Here is what I have

  This is the most recent email.

   

  From: Steinhafels <customerservice@steinhafels.com>
  Sent: Monday, August 19, 2024 7:02 AM
  To: ********************
  Subject: Steinhafels - Order Ready: Please Schedule Delivery

   

  		Furniture Locations My Orders
  		Order: 0524432AX68B Customer: 356160

   

  Your product has arrived at our Distribution Center! Schedule Delivery You may view your order history anytime atwww.steinhafels.com/account Delivery Address ***************************** *********************************************************************** ************

  Qty Item # Description 1 S11403286 Wood Top Table 4242

  If the above information is not correct or if you have any questions or concerns, please don't hesitate to contact us.

  Customer Answer

  Date: 08/27/2024

  I was told that a brand new table and chairs were ordered and ready for delivery. I contacted **************** and spoke to *******, however she was new so she transferred me to a Supervisor, *******. ******* scheduled the new furniture delivery and assured me that if I took off of work to receive the new items, that I would be receiving a new table and 4 new chairs. Steinhafels changed their delivery time on me, however I still waited to receive the items. The delivery guys arrived and didnt have the table, that I was assured was going to be arriving and be brand new. The chairs were the same chairs that they damaged in transit/delivery 1. I took pictures of the damaged chairs (no table was present) and sent them with the delivery team. I received a call from the Area or District Manager, *************************** *************) (who has been zero help from the beginning) and treating me like this is my wrong doing. I didnt damage the items but he continues to tell me that I have to deal with it and accept the damaged items. I told him that was not the agreement when I made the purchase. He reminded me that I agreed to accept any items that come in any condition because it was ordered. I kindly remuinded **** that I did NOT agree to these terms, I would like to see these terms and a signed copy. I did NOT sign anything at Steinhafels and therefore he could NOT provide me such copy. I also reminded him that if I have signed an agreement, its it a law for me to receive a copy? He then said its on the website. I did not place my order on their website, I spoke to the salesperson and she drew a line where the signature goes.

  **** told me that they would accept the return and Id be charged a 30% restocking fee for their errors. How does that make sense to a consumer?

  I gave them several attempts and they not only continue to lie, waste my time but now they are making it seem like I am at fault and damaged the items. Steinhafels is showing their true colors and earning their poor reputation with poor ratings on ******* TrustPilot and the BBB.

  

  Business Response

  Date: 08/30/2024

  *******, 

    We apologize that this process of receiving your table set to your satisfaction has taken this long, however,  your complete set is available to schedule delivery.

  Sales order 0524432AX68B and 0524432AX68C.   The table was replaced by the manufacturer and the chairs were touched up to factory standards.  As we want you to be completely satisfied with your product - once delivered you can inspect your set so it meets all factory standards. 

  Please give us a call *************) to arrange delivery to accommodate your schedule. 

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer Answer

  Date: 09/03/2024

  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 was told that a new table was ordered and new chairs were ordered as well. Then it was changed to new chair legs only. The last delivery attempt, I was told that the chairs and table will be delivered together. The table was not on the truck and only the previous existing condition of the chairs were attempted not new chairs and not chairs with the new legs. I think they are trying to wear me down and they just kicked the chairs to the side and make me wait; then redeliver he same ones. I have attached new pictures for you to decide for yourself. You will also see no table to be found and the delivery driver saying that they will issue a refund.How long is too long this to be resolved? We are going around in circles. (One video is too big, I can attach it to my ****** Drive if you would like or if you have another way of receiving larger files)
  
  Can I ask you a question? Why should I settle for used/like new or damaged items when I have paid for NEW items? Why do I have to pay a restocking fee for items that I didnt even damage? When is enough enough? I have taken off several days of work already just for more lies and the run around from Steinhafels.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/16/2024

  I received a full refund because of the work from ************************* from the Office of The Illinois Attorney General.

  Steinhafels did not want to refund anything or deliver the product. They wanted to charge a restocking fee, however ***** made them issue the full refund and do the right thing.

  
  

• Initial Complaint

  Date:06/26/2024

  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.

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

  

  Business Response

  Date: 07/08/2024

  *******, 

  In looking into the Don't use it Don't lose it warranty - we agree it has expired over a year ago.   The certificate is always mailed to the address on the account of the sale so it's hard to know when people move and the forwarding address posting has expired.  Each certificate is given 90 days to be used at any of our stores at the time. 

  As a courtesy due to the time of the expired certificate - we will be able to provide you with $180 to use in our stores for a period of 90 days from today.   We appreciate your business and hope you'll be able to use the program.   Notes have been put in our systems so any store will be able to assist you with the use of the certificate extension. 

  Thank you for your understanding. 

  Sincerely, 

  *****

• Initial Complaint

  Date:06/24/2024

  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.

  Purchased two couches from Steinhafels special order on Feb 18 2024. Estimated time 8-12 weeks. The 12 week **** would have been may 13th. Current date on website says end of July. Each passing week the delivery date moves a full month out.with no end in site. *********** cannot provide a date and sees no issue with moving dates with no end in sight. They will not refund and cancel the order. We would be willing to something instock. The estimated time *** was 12 weeks. We are currently at 19 weeks and the website says end of July would be 24 weeks. How is this acceptable? The goal posts just keep moving.

  

  Business Response

  Date: 07/08/2024

  *******, 

  We are sorry for all of the delays you have gone through with the arrival of your furniture - We see that it was delivered on July 5th and we're glad it's finally in your home to enjoy. 

  Thank you for your patience as these delays in manufacturing and shipping are our of the retailers control during the ordering process. 

  Hope you're able to enjoy your merchandise for many years to come. 

  Sincerely, 

  *****

• Initial Complaint

  Date:05/07/2024

  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.

  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 am not interested nor do i have faith a third mattress will work out. In good faith i have tried two mattresses and i believe that is above and beyond for such an expensive product. I am looking for a full and complete refund. 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 05/28/2024

  there has been no resolution, i did receive an email saying they would waive the $150 fee to deliver the new mattress, this is still unacceptable and i am a bit surprised they have not responded to you

  
  

  

  Business Response

  Date: 05/13/2024

  ******, 

    We are sorry that you've been experiencing the differences in the replacement mattresses.    I have waived the additional replacement fee as there would be no charge to you for your new replacement mattress.   Sale 0502406BI36.    Per manufacturer they would like this mattress to be replaced with the same mattress currently.   When you have a moment - please give us a call so we can make those arrangements for you. 

  Thank you for your patience in this matter. 

   

  Sincerely, 

  *****

  

  Business Response

  Date: 06/04/2024

  Hello ****,
  
  
  We are sorry to hear about the concerns with this mattress. The claim made regarding not purchasing a mattress protector is incorrect as stated by the customer. Not purchasing a ********************** protector would not allow the mattress to be returned to Steinhafels, however, the manufacturer's warranty remains even without the purchase of a mattress protector. That point is important as these concerns are being addressed under the terms of the manufacturer's warranty, and not under Steinhafels' comfort guarantee. 
  
  
  Steinhafels has reviewed the claims made under the manufacturer's warranty and the BBB post referenced in the customer's letter to Consumer Protection. The mattress only was purchased from Steinhafels, without a matching foundation. The support system the mattress is being placed on looks to be supportive as there are many slats and center support. This would be a satisfactory support system under the manufacturer's warranty. 
  
  
  If one person uses a mattress of any size, in this case, a king size, the mattress will not receive even wear if the mattress is slept on the same spot consistently. For a mattress to wear evenly, the entire surface of the mattress would need to be used. This can be the case for any mattress, not just a BeautyRest mattress or one of the other brands sold at Steinhafels. While reviewing this claim it appears the wear is directly in the center of the mattress, which would be consistent with 1 person sleeping on the mattress in the same spot. Steinhafels would suggest sleeping in the other areas of the mattress to encourage even wear on the mattress surface. 
  
  
  Steinhafels has waived the $149.95 fee for this replacement mattress and believes the product will function better with more even use across the surface. Steinhafels has a replacement mattress in stock and ready to be delivered. The order number for this replacement is 0502406BI36. This  delivery can be scheduled with that order number and the customer's last name at this link:
  
  
  ***********************************************************
  
  
  
  Thank You,

  Customer Answer

  Date: 06/04/2024

  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.
  
  on one hand you have said the mattresses have failed twice and you are willing to replace them and in fact have replaced one mattress already and on the other hand you are saying i need to sleep all over the mattress and it is not unusual for a mattress to sag as much as these mattresses [1.5 to 2 inches] have after a few weeks use, which one is it?  i am 68 years old, i weigh 185# i currently own 4 other mattresses, not a single one of my other mattresses have ever sagged over YEARS WORTH OF USE! none!

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

• Initial Complaint

  Date:05/06/2024

  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.

  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 could offer us some amount of a merchandise credit as goodwill based on all of our prior purchases.  Had our sales representative clearly informed us that our manufacturer's warranty would not be valid if we removed the law tag, we would not have removed it.  As we stated in our claim, it was very clear to us what the requirements were for the 120 day sleep guarantee, which we followed.  Had the salesperson been that clear regarding the manufacturer's warranty requirements, we would not have removed the law tag.
  
  Regards,
  
  ******** And *****************************e warranty requirements at the time of purchase as they did with THEIR sleep guarantee policy. We retained them on the box spring, because they are below the frame of the bed and are not visible. We were never told not to remove the law tag from the mattress itself. When we submitted the warranty claim yesterday, two customer service people responded too bad, you removed the law tag, it's not covered under Beautyrest manufacturer's warranty policy and were unwilling to do anything to compensate for their lack of policy communication. They have our order information and photos of the mattress.

  

  Business Response

  Date: 05/13/2024

  ****, 

  The manufacturers warranty states to file a warranty claim you must have the following:

        A copy of original bill of sale is needed to determine original date of purchase. Model name label and law label must be provided to identify the bedding and validate this warranty.

        Do not remove or discard the white law labels or the model name label. These labels serve as a means of identification to establish your warranty rights. If you choose to remove the labels, keep them in a safe place.

  This is not the guidelines of Steinhafels - it is the original manufacturer's warranty that we need to honor.    We are sorry that the model number and identity of the bed were removed, however, without it we are unable to process a warranty claim through the manufacturer. 

  Sincerely, 

  *****

• Initial Complaint

  Date:05/06/2024

  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.

  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.
  
  Hi,

  I've turned the mattress as recommended and I'm still rolling to the center.  My spine gets twisted from the slope of this mattress and has caused me so much pain in my neck and back that I'm now sleeping on the couch. The mattress I tested at your store is nothing like the mattress I received. I took another picture today which I've attached for you to review. Keep in mind this picture is without any body weight. With body weight it's much worse. 

  Would you find this an acceptable mattress if you spent over $3k and it sagged from the moment you got it?
  

  Regardless of what the manufacture says, don't you stand behind the products you're selling? 

  I hope you honor my request for a full credit for a faulty product.

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

  ed to talk to a manager and was told there wasn't a manager. I asked what number i could call and was told they would tell me the same thing. I feel I have done everything I can to get this resolved, Steinhafels has never contacted me via email, phone or text to work thru the claim. I do not want to deal with them, I just want this mattress picked up and a full refund given. Thanks

  

  Business Response

  Date: 05/13/2024

  ****, 

    We are sorry that you're finding the mattress uncomfortable.   This mattress is like most new models has a edge support system to keep from rolling out of the mattress and to keep the integrity of the side wall in place.   The mattress for sagging does need to meet or exceed the manufacturer standard and guideline of an 1.5" or greater to qualify for a warranty claim.   At this point, the mattress does not qualify for a warranty defect.    Please process another claim if this situation worsens. 

  The email we've been sending our information to matches to your email on this form that you filled out.   I'm not sure if they've been going to a spam filter or not. 

  Thank you for your patience. 

  Sincerely, 

  *****

   

  

  Business Response

  Date: 07/08/2024

  ****, 

  I'm glad to see that the mattress set was returned on June 13th and we delivered the new ************ Queen set on the same day.  We hope you find that this set is better for you and your comfort. 

  Thank you for your patience in getting this taken care of. 

  Sincerely, 

  *****

• Initial Complaint

  Date:05/05/2024

  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.

  [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.  The furniture company texted me on the afternoon of 5/10/24 and offered an appointment for 8-noon on 5/11.  The motor was installed on 5/11 and the sectional is now finally operational again. 
  
  Regards,
  
  *****************************
  4-6mos wait time. New parts are here. IF this will even fix the problem this time. They've started the ticket on 4/24, but despite, multiple messages left. They have not called me to make an appt. Through out this, we have repeatedly asked to have this section replaced, or to at least have all the electronics ordered/replaced. All we keep getting is: "we don't do that". Even the repair people are suggesting it, -due to having issues finding the problem. Only 1.5yrs of it functioning and so far 14mos trying to get it fixed and counting... They have ruined my dream of always wanting leather furniture & turned it into a nightmare. I'd rather they just take back this nightmare, give me my $ back and let me never go near ********************** again.

  

  Business Response

  Date: 05/13/2024

  ******, 

      We are sorry that your chair is intermediately working at this time.    I see that we sent to your home the motor on FedEx  ************ on 4/22/24.  We are having ServeCo reach back out to you with the hope you'll be able to work out a time where their service technician is available with your schedule to have it installed. 

  We hope that once installed your chair will be fully functional and back to normal. 

  Thank you for your patience. 

  Sincerely, 

  *****

• Initial Complaint

  Date:04/20/2024

  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 have had to order 2 parts after a my couc h was replaced and told there isn't a ETA on my parts.

  

  Business Response

  Date: 05/13/2024

  ****, 

    Thank you for your patience with ordering the required parts for your sofa set.    The parts have been received in and sent to your address complete on ***** ************ on 4/22/24.   Please contact ServeCo  ************** to schedule the installation of the seat cover and the reclining motor. 

  Sincrerely, 

  *****