Steinhafels Furniture

**** POOR CUSTOMER SERVICE!!! Recently bought a sectional couch and ottoman. When received the fabric was sagging and falling apart. There were screws that were supposed to be holding parts together that were literally screwed into NOTHING (fabric and stuffing). No joke. On top of it the seat cushions were very uneven from one another. The hooks for each piece (to hook the sectional how you’d like it) were falling apart and some were bent and broken. This is just when it arrived. After that we called and complained and Steinhafels promptly sent a brand-new couch (same model) to replace the one we had. Great right? No. Shortly after receiving the replacement couch, we began to have the SAME issues, but worse. The seat cushions over a short span of time turned into glorified blankets. BLANKETS! Yes, we’re are sitting on seat cushions with the fluff and bounce (or lack there off) of a throw blanket. I can’t tell you how many back issues we’ve had since. After multiple calls and complaints, I looked up the furniture manufacture (Jackson) to find close to 100 reports and complaints to the Better Business Bureau with the same and/or similar issues. We finally got a tech to come out to inspect the furniture and he said the couches were essentially garbage and replacing or refilling the seats would NOT do anything. It would just happen AGAIN and that we should STAY AWAY from Jackson furniture. He said Jackson has been a BIG ISSUE for them. He said the couch COULD NOT be saved and that he would put in for a return and it would be just a couple days. 2 weeks later we heard NOTHING. I called every day and requested for a Service Manager to call me to discuss some of our issues over these 2 weeks and no one called me. NO ONE. After requesting a phone call from a Manager more times than I can count on one hand. I spoke to multiple customer service reps during this time, most were very helpful and truly understood the issues we were having but had no power to do anything but send ANOTHER email to the Service Manager that has been DODGING ME FOR 2 WEEKS. One rep in particular did share they were working on a return. But what happened Sunday evening 11/1? I get an email with zero explanation saying that we were denied this request for return – so essentially the Service Manager is denying his own Techs report on the furniture inspection. The email said they were going to schedule time to come out and refill the cushions. SOMETHING THAT WAS ALREADY TALKED ABOUT AND THE TECH SAID IT WASN’T WORTH IT AND IT WOULD JUST HAPPEN AGAIN, JUST LIKE THE FIRST TIME THEY REPLACED THIS COUCH!!! I called customer service immediately and the rep told me that the Service Manager does not owe me a phone call and reviewed it and since they have never had issues with this furniture (BS), that they will not issue a return and just refill the cushions. BOLD FACE LIE!!! If that was true, then why and how did we return our first one couch that we had all of these issues with? If that was true, then what are all of the Better Business Bureau complaints for? This guy is a liar, is dodging my calls to make this right, and clearly did not listen to HIS OWN TECH that came out to our home to inspect the furniture. But this DOES seem to be a problem/theme, since I called multiple times requesting a call and heard crickets for weeks! I’m still fighting this. If I have to call every day I will. Yet the customer service rep told me today that the Service Manager has the power, no store manager does, and he is not obligated to give me a call and that it’s up to this “SERVICE Manager” to make it right or not. Not much “SERVICE” happening here. I am livid. I feel disrespected as a customer. I will NEVER spend another DIME at Steinhafels ever again. I SPEND THOUSANDS OF DOLLARS, THOUSANDS!!! I will be spreading my story to everyone I know to prevent this from happening to other potential customers and keep them AWAY from Steinhafels – they don’t care about you, just your money. This is absolutely PATHETIC.

BEWARE OF STEINHAFEL'S FURNITURE - ESPECIALLY IF YOU BUY IT AS IS... SUCKS! Please review the letter I sent all them members of the Steinhafel family below, the are key contacts for the business names, Steinhafels Furniture. Please note that I did not hear, nor was I contacted by any of them. I guess, just a simple acknowledgement of my letter that I sent on February 22, 2020 via US mail would have made me feel like Steinhafels at least cared about what I had to say... but out of 3 Steinhafels, I received zero replies. I need to let other beware not to let happen, what happened to me and my family. Photo and invoice attached. ORIGINAL LETTER TO STEINHAFEL'S BELOW... PLEASE READ! THEY ARE AVOIDING ME FOR $240! -------------------------------------------------------------------------------- February 22, 2020 Steinhafels Furniture Gary Steinhafel, President Steve Steinhafel, Mgr. CS Tom Steinhafel, Store Mgr. W231 N1013 County Hwy F Waukesha, WI 53186 Dear Mr. Steinhafel, On November 17, 2020, my wife and I bought $2,100 worth of furniture from your superstore. Unfortunately, approximately three months later, the recliner is broken and looks like something that should be sitting out on the curb of a road outside of a trashy trailer park (photos enclosed). We bought all of the furniture from your clearance department, and all items sold "as-is" because it was an open box item, we thought no matter what, this was a great deal because Steinhafels only sells quality. Steinhafels is a good name in the furniture business, so it was a no-brainer to take advantage of the discounted furniture knowing the terms. But 3-months later for the footrest to be broken down, this is ridiculous. This does not appear to be something Steinhafels would sell in their high-end stores. The sectional couch we purchased has no issues, and this is where my wife and 17-year-old daughter sit, an as-well-as company that visits. I'm the only one that sits on the recliner, and even at this, I only sit on it for 2-4 hours maximum per night. I am 180 lbs and am very neat and respectful of my property; everything needs to be in order, meaning that this chair should not be damaged as it is; there is no reason. Each night my family said, "it looks like the footrest is crooked," and every night, they would say the same, "it looks like it's getting worse." My wife called for service, but I told her that this would probably happen again and I don't need the aggravation, this is really upsetting to me. We still need to get service because this is a total embarrassment if anybody would see it. Either that, or throw it in the garbage, but what a-shame this would be, a three month old piece of Steinhafels of furniture in the garbage? On Saturday, February 22, 2020, I called Steinhafels Customer Service and explained my predicament, only to hear the representative (John) tell me that, unfortunately, there is nothing you can do, it was sold as-is, and there's nothing that can be done. He added that the recliner was already 3-months old, and that's what we bought. The recliner cost was $249.00, but whatever the cost, you would never think that you would get such a poorly made product from Steinhafels, and maybe if your customer service person wouldn't had shut me down so quickly, I may have felt a little valued as a customer. I never raised my voice and I was totally professional, if you record these calls, you will see. I called at 10:46 on Saturday, February 22nd. I asked to speak with a manager, and John stated that the manager couldn't do anything either, and would not get the manager for me. I even offered to purchase another chair from Steinhafels, one that was not "as-is," and again, John said that this still wouldn't make a difference and that the chair is ours and there is nothing more he can do. If this happened in 3-years after purchase, then I could digest this a little easier, but this has been 3-months I attached photos, and the invoice, I'm asking you that under the circumstances that you help me with this, I just can't get over that we got 3-months out of the chair and now it's trash. Again, something I would never expect from Steinhafels, it is obviously defective, maybe so many people sat on it in your showroom, I don't know, but this is not right, "as-is" or "not as-is." I'm just sick over this. Can you please help us? John already told me to have a wonderful day, very sarcastically, before we ended our conversation. I'm hoping to hear from you, and I'm hoping that you will take this entire nightmare into consideration. Thank you, Frank Pipia PS.... I believe the chair I received may have already been broke when it was returned by the first customer before it was put in your clearance section. The chair could have been temporarily repaired just enough to hold. There is no way this damage would have happened so quickly... Avoiding customers is really unprofessional, and does not put you in a good light!

I ordered a leather sofa and love seat for $4,091 in September 2015. When the furniture was delivered in November 2015, both pieces were damaged/defective (the sofa had 2 large wrinkles on the back of it and the love seat had 2 holes in it). Steinhafels' customer service was very slow to call me back, but they did send a tech who came out to take pictures of the damaged areas. After that, I didn't hear back from them and didn't know what the status was (there weren't any updates or phone calls). Despite my repeated phone calls, no one from Steinhafels returned my calls or updated me to let me know what was going on so, I went to the store directly and the store manager said that he would "take care" of fixing it and would make sure that the new parts were ordered. After waiting more than 2 more months, Steinhafels called me and scheduled a date for a tech to come out and make the repairs (estimated repair time was 3 hours). On January 21, 2016, the tech came out and said that he "only had one of the parts" that he needed to repair part of the love seat. He said that the service manager knew that they were missing parts, but he was told to come out anyway. No one from Steinhafels called me that day to tell me that they were missing parts. The tech also said that the replacement parts for the back of the sofa (where the wrinkles are) were never ordered. I again had a difficult time getting hold of the service manager and the store manager. This was the chance for Steinhafels to fix their problem, but they only made the problem much worse. I was very patient for 5 months and Steinhafels did not treat me well or do right by me as a customer. I have now asked for the furniture to be returned and I want a full refund. The customer service at Steinhafels was terrible and I do not plan on returning there as a customer.

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Nobody actually pushed me into it. They just let me roam around the store and make a decision on what it was I actually wanted. I think they are little pricey than some other ones but they have excellent furniture.

I bought and paid for a couch and a custom recliner. The couch was delivered the day after we bought it. The chair took a long time, but we expected that. However, we had specific needs for delivery as my son had to take off from work to receive the chair. Therefore, we went to the store and asked a salesperson to look up our account so we could request a special delivery. She claimed that she could not access our account on the computer, only OUR salesperson could. We left the next day so could not return. Finally I received an email that our chair had arrived. I responded immediately about our special needs for delivery. My email and calls were not returned. Today, I finally got someone on the phone and they said that they would be delivering the chair on Wednesday afternoon. They also claimed that they had spoken to me on August 2nd. They had not spoken to either myself or my husband. They would not budge on the delivery and said that if cancelled the chair it would cost me 33% restocking fee. My son works 7 days a week and it is difficult for him to get to our condo to wait. He took off on a day that I had been requesting for months. Now I am in a jam as i live 900 miles away. The first two people I spoke to were rude and dismissive. The customer relations there is terrible. On the other hand, I bought a table from Ruben's and they were so very helpful every step of the way. Perhaps Steinhafels is cheaper, but you are not treated as a respected customer. By the way, this is the first negative review that I have written, so you may have some idea of my ability to tolerate the mistakes of others. I believe that the fact that they lied about speaking to me intensified my negative feelings.

Not well. It would appear that the company has little interest in repeat customers.

We purchased a bedroom set from Steinhafels, the kind with the underbed storage drawers. The dresser came with gouges in it, the drawer on one side of the bed wouldn't open all the way and the headboard had a big scratch on it. It took them 2 weeks to send a technician over, only for him to tell us that he couldn't do anything with it. They tried to deliver new pieces several times - but the pieces were no better than the first. The delivered the wrong drawer so of course that went back. We finally ended up keeping the headboard - the technician came out again and got most of the scratch out. The new dresser top had to sanded and polished. The only pieces that were good was the footboard and the 2 night stands. This took over a month to do. After contacting the Steinhafel family, I received a phone call, but got no better service. No one ever followed up with us to see if we were finally satisfied. I won't say never, but I will most likely not shop there again!

On January 27, I called the customer service number and spoke to Mary Kay. After putting me on hold twice, she informed me that she would contact the manufacturer to get a price for the part, at which time she would call me. On January 29, having received no information, I called back and spoke to Nicole. She informed me the manufacturer had not responded, and she would inform Mary Kay that I had called. On February 4, having still received no information, I called again and spoke to Myra. She was apologetic and helpful. She suggested that we bring the broken part to their Waukesha store (30 miles one way) on the chance that they might have a replacement in their warehouse. I chose not to drive 60 miles while not being sure that the trip would be productive. She assured me that Mary Kay would again e-mail the manufacturer. She also gave me the information that the chair is a Berkline, and she gave me the serial number just in case I should need it later. On February 11, a week later, I originally reported Steinhafels to Angies List with an "F". The following afternoon, Feb. 12, we received a phone message that we could pick up a replacement part at the Waukesha warehouse at no charge. So on Friday, February 13, my husband drove out to Waukesha and picked up the handle. There was no charge for the part.

Today my furniture was delivered promptly on the early side of the two hour window, I was called and told they were on the way and when they arrived. The two delivery men assembled my bed, unpacked my mattress and carted away all the debris couldn't be happier.

They had what we wanted there. They had it in stock too when we went there. They were very helpful when we were there. They loaded it on our car for us.

I assumed the warranty would cover this type of repair work. When I contacted the store, they informed me that that type of work is not covered by the warranty. They took photos of the sofa and said they would assess the damage, but they acted as if they were not going to do anything. They did tell me that they would replace the part, but they would charge me.

Things went very smoothly. They had great selection, and we received the chairs when they promised.

Company stood up to level of quality I expected. All personnel were courteous and professional.