Steinhafels
Reviews and Complaints

I've been a loyal customer of Steinhafels for many years, just like my parents before me. Recently, I decided to upgrade my sleeping situation and purchased a Beauty Rest mattress and a fancy Luxury Base. However, after only a few months, the base started squeaking and making all sorts of noise. I decided to wait a bit, hoping it would go away on its own, but after four months, I couldn't take it anymore and called Steinhafels to have it serviced.

It took a month and a half for someone to come out and take a look at it, but when the gentleman arrived, he was very friendly and tried everything he could think of to fix the problem. Unfortunately, nothing worked, and he said they would be calling me to arrange an exchange. However, I never received a call from them.

Feeling frustrated, I decided to call customer service myself to see what was going on. To my surprise, I was told that I would have to contact Beauty Rest directly because Steinhafels did not stand behind the product. I was shocked and disappointed. I had always assumed that with high-end merchandise, customer service would be a top priority, and any issues would be resolved quickly and easily.

Unfortunately, that was not the case with Steinhafels. They refused to stand behind their product and left me to deal with the issue on my own. As a result of this experience, and the multiple attempts I made to address the issue to no avail, I have decided to stay away from this business.

Customer service is incredibly important to me, especially when I'm spending my hard-earned money. If a company can't stand behind their products and provide excellent customer service, then they don't deserve my business.

I recently had an experience with Steinhafels that left me feeling frustrated and disappointed. My family and I purchased a beautiful Natuzzi Leather couch for $3000, and at the time of purchase, we were convinced to buy an extended warranty that would cover any damage for 7 years, except for damage caused by animals. We thought it was a good idea, as we wanted to protect our investment.

Fast forward three years, and a friend of my daughter's accidentally caught the seam of the couch with an embellishment on her pants pocket, causing the seam to come apart. We immediately called Steinhafels to make a claim under our warranty, but we were told that they no longer used the warranty company we had purchased from, and in fact, they had switched warranty companies twice since we had bought the couch. We were shocked to hear this, as we had no idea that the warranty company had changed hands.

Despite the fact that our warranty should have covered the damage, Steinhafels refused to honor it, and instead, they offered to send out a repair person at a cost of $200. We were not happy with this, as we felt that we had been misled into buying a warranty that was now worthless. We decided to call someone else to fix the couch, and we were able to get it repaired for $100.

This experience has taught me a valuable lesson - never buy an extended warranty! The companies that offer them are often unreliable, and they may not be around when you need to make a claim. Steinhafels should be ashamed of themselves for selling us a warranty that they knew would be worthless in a few years' time. They made money from both the furniture and the sale of the warranty, but when it came time to honor the warranty, they refused to do so.

In conclusion, I would advise anyone considering buying furniture from Steinhafels to think twice before purchasing an extended warranty. It may seem like a good idea at the time, but in reality, it is often a waste of money. Steinhafels should be more transparent about their warranty policies and should not sell warranties that they know will be useless in a few years' time.

I gotta say, I'm not too happy with my experience with Steinhafels. I was so excited to find a beautiful dining room table on clearance just a few days before closing on my new house. I picked it up a few days later and stored it until the big move. When Steinhafels came to deliver my new sectional and move the table into the house, we unwrapped it and found four big gashes on the surface! I was so upset because the damage wasn't there when I bought it (I have pics to prove it) and there was no damage to the wrapping. The delivery guys saw it too and told me to call customer service because it probably happened in the warehouse.

I tried to get an answer from customer service for weeks, but all I got was runaround. Finally, on August 26th, they sent out a tech to do the repair. He checked out the table and said it had to be brought to the shop to be fixed. But now it's September 8th, 13 days later, and I haven't heard anything! I had to hold for 33 minutes just to get someone on the phone. And get this, the rep told me that I was supposed to contact them after the service visit. What the heck? Then she told me that they're not going to fix anything!

It's been three months since I picked up the table and all I've dealt with is runaround and deferrals to be contacted later by another person. I'm so frustrated! This is the worst service experience I've ever had.

I bought a couch from Steinhafels a few years ago for $1700. The salesperson talked me into buying the Guardsman protection plan, which I thought was a good idea. Over the years, we had a baby and there were milk stains on the couch. When we washed one of the cushion covers, it ripped while trying to put it back on the cushion. We called Guardsman to find out if our plan was still in effect. They said yes, until October, and asked if something happened. We told them about the cushion rip and they said they would cover it.

However, they didn't tell us that they would document the phone call and start a 10-day countdown for us to fill out paperwork on the rip. When we reported the rip with the paperwork in September, they came back and said they wouldn't cover it because we waited too long to report the accident. We were frustrated and didn't know what to do, so we contacted Steinhafels. They said they would report our issue to their liaison who worked between the two companies, but we were never called back.

We called again and the guy we talked to couldn't help us, but said he would check to see if they had the fabric. He never called back. We were getting fed up with the lack of communication and customer service. We decided to go to Steinhafels and talk to the manager. He said he couldn't do anything for us except send out a repair technician. The technician came and stitched the rip together, but it only held for about 7 days.

We went back to use our Guardsman rebate and were told we couldn't use it on repair fabric. Then we tried to use it on some lamps and they said we couldn't use it on accessories. We were so frustrated with the whole situation that we told them they could shove that Guardsman rebate up their [censored]. We will never be back to Steinhafels again.

Overall, we were disappointed with the lack of communication and customer service from both Guardsman and Steinhafels. We thought the Guardsman protection plan would be helpful, but it turned out to be a waste of money. We would not recommend either company to anyone looking for furniture or protection plans.

Steinhafels is a furniture store that has been around for a while. I bought some furniture from them for my house and it was not a good experience. When the delivery came, half of my order was missing. I had to take another day off work for the next delivery, which came days later. But this time, two chairs were missing and they were out of stock. I had to call customer service several times over two weeks to speak to a manager, but they never called me back. I had to keep calling until I reached someone. It was a joke.

After four months, my furniture looked like it was 30 years old. The back of the couch was deformed and the finish came off the coffee and end tables whenever I dusted them. Even putting plates and cups on them left stains, even if they were not hot. The hinges on the tables had to be replaced already. Steinhafels sent an associate to look at it, but they said it was normal wear and tear and they would not do anything about it.

This company has terrible products and they don't stand behind them. They don't even bother to contact their customers unless you contact them several times. It seems like they know how bad their items are. I would not accept furniture from this store even if it were free.

I gotta say, I'm pretty bummed out about my recent purchase from Steinhafels. I got myself a sofa and love seat, but man oh man, the wait time has been a real drag. The sales associate told me that the latest I'd get my order would be the end of January 2021, but every time I checked the site, the love seat delivery date kept getting pushed back further and further. I get it, COVID has made things tough and making furniture takes time, but dang, this is taking forever.

I put in my order on October 31st, 2020, and now it's mid-February and I'm still waiting for my love seat. On the bright side, my sofa is ready to be delivered, but when I called to ask about getting it early while I waited for the love seat, they told me I'd have to pay an extra $150 for delivery. Are you kidding me?! I already paid for delivery when I made my purchase, and now I'm supposed to pay more just because I want one of my items early? That's just not right.

I've shopped at Steinhafels before and had good experiences, but this whole situation has really left a bad taste in my mouth. I don't know how much longer I'll have to wait for my love seat, and there's no end date in sight. I've been patient for over three months now, but it's getting harder and harder to keep waiting. If Steinhafels expects their customers to pay extra charges based on delivery dates that keep getting pushed back, then I don't think I can keep shopping here. I'll have to take my business elsewhere.

Me and my hubby bought the Gettysburg Pub Table from Steinhafels back in November 2020. We saw it on the showroom floor in Menomonee Falls and it looked great on the hard surface. We picked it up from the Waukesha distribution center and brought it home to set it up in our sunroom. But when we tried to put it on our carpet, we found out that it was very top-heavy and the pedestal base was wobbly. It was not safe to sit at all! So we packed it back up and returned it to the store. I called ahead to explain the situation and they said they would be waiting for us.

I told them that I shouldn't be charged a restocking fee because the table was not safe on carpet. But when I checked my account, I saw that they had charged me $55. I called customer service and they said they couldn't do anything about it. I asked to speak to a manager and they said the manager had already made their decision. So we went back to the store and asked to speak to a manager face to face. Jake Robers was at the front desk and he said he was one of the store managers. We explained the situation and he said he could only contact customer service. All we wanted was something fair, like an in-store credit, to make it a win-win situation. But after a few days, Jake emailed me to say that customer service had already made their decision and there would be no refund or credit.

So beware of Steinhafels' return policy! If you buy something and it doesn't work for any reason, you'll have to pay for it. Spread the word so others don't get burned like we did!

November 2022 was the month we made our purchase from Steinhafels. We've bought from their scratch and dent area before and it's always been a success. They always tell us why something was returned and we've never had an issue until now. My partner and I have had past injuries that required a lot of back rehab, so we needed to purchase recliners that were remote controlled. This was our second purchase of this kind. When we were in the S&D area, we saw a few loveseat style recliners that we were deciding on. One of them stated that a motor had been replaced, while the other stated that there was no issue at all. We decided to purchase the one that stated no issue.

From the start, the right side was slower at going up and down, but it still worked. Then it started to work only sometimes, and now it's stuck in the up position because the motor is shot. About two weeks after the right side broke for good, the left side broke too. One day, I was putting it in the down position, and I heard something snap. The leg extension part of the chair dropped quickly, and after investigation, the metal support snapped off the frame due to a bad weld. My partner and I are a couple with no kids and no animals, and although we're not skinny, we're not too heavy for the loveseat we purchased.

Customer service and the managers of the S&D department have not been willing to help us at all. It was sold as is with no returns, and we understand that. But this is just poor quality and not really fair at all. If the people that returned it had stated the issues they were having, they would have at least fixed the motor prior to putting it back on the floor. My back is now in severe pain again because this furniture is the only thing we have to sit on in our small living room, and I have to climb in and out of my chair, which is horrible for someone with a bad back.

This has been an overall disappointing experience, and it makes me know that I will never shop at Steinhafels again. There is a two-month timeframe between us getting it and it no longer functioning. This should be the exception to the rule. It is clearly poorly made and not the usual quality they offer.

Me and my hubby bought some furniture from Steinhafels in Vernon Hills, IL about 5 years ago coz the Crystal Lake, IL location wasn't open yet. We had a real good time at that store and ended up buying a big sectional and kitchen table set. At that time we also bought their protection plan for the furniture coz they talked to us about how if you don't use the insurance throughout the 5 years, when it expired, you would get a credit back to be used in the store for the full amount that you paid! Sounded like a win-win to us... until now. I contacted the Steinhafels customer service in March as I knew that our protection plan was almost up and we had moved to a new house since buying it. I had them update my address and was told that they would send the credit voucher to my new home and that they were a bit behind due to Covid. They said it wouldn't be sent until May. I didn't think much else about it until last month when I realized I never got anything. I contacted customer service again and they said it was sent to my new home in April, and is now expired. I couldn't believe it! I open ALL OF MY MAIL and I know it wasn't received! They said I could contact the store closest to me and speak to them to see if they would honor the full amount. My hubby and I went last weekend to the Crystal Lake location and explained that we never got the voucher and that if they would honor the full amount, which was under $350, we would buy a king mattress at their store since we are looking to replace ours (obviously we would be spending much more $ in their store as mattresses aren't cheap.) If they wouldn't honor the full amount, we were upfront and honest and explained we would then only use the credit amount in the store to buy something within the credit amount AND explained we would post our experience on social media. The manager said she couldn't go against their policy and therefore, here is my review. This is unfortunate as they lost a previously happy customer.

I gotta tell ya, Steinhafels ain't all it's cracked up to be. I've bought leather furniture from a couple other places in the past and never had any problems, but this time was a total disaster. I got my couch delivered last night and it was a hot mess. I mean, there were so many issues and defects, it was ridiculous. So I called them up first thing in the morning and sent them a bunch of pictures of the damage. They told me they'd give me a full refund once they inspected it, but it would take a few days. Fine, whatever. But then they sent me an email saying they were gonna take out the delivery fee from my refund, even though the couch was clearly damaged and shouldn't have been sent to me in the first place. Like, what kind of BS is that?

And it wasn't just one thing wrong with the couch, either. The leather started wrinkling after we sat on it twice, and you could see the foam or stuffing lines through the leather. They offered to send someone to fix it, but I told them that wouldn't even come close to fixing all the issues. I mean, they'd have to replace like 70% of the leather just to make it look decent. And they had the nerve to say it wasn't their fault the couch was delivered damaged and that the leather was poor quality. Like, seriously? You're gonna blame me for your crappy product?

I talked to three different people about it and they all gave me the same runaround. They said they could send me another couch, but there's no way I'm buying from them again after this experience. It's obvious they don't have any quality control in place. They're just shipping out damaged furniture and then charging people $200 to return it, even though it's not their fault. I know furniture isn't always perfect, but this was beyond ridiculous. I wouldn't recommend Steinhafels to anyone. They're just trying to make a quick buck off of people's misery. Stay far away from this company, folks.

I bought a real nice reclining leather sofa, a reclining love seat, and a recliner from Steinhafels. I was really happy with my purchase until about 6 months later when I noticed that the color was starting to fade and wear off. I was pretty bummed out about it, but I figured that I could just call up their service tech and get it fixed.

So, I had the service tech come out and take some pictures of the damage. Unfortunately, he told me that he couldn't repair it. I was pretty upset about this, but I figured that Steinhafels would do the right thing and replace the bad sections on each piece.

Well, it's been over a year now and I still haven't heard back from them. I've called them numerous times and they keep telling me that they're still waiting for the parts to come in. I'm starting to think that they're just trying to get me to forget about it and give up.

I'm really disappointed in Steinhafels. They lied to me and they didn't stand behind what they said they would do. I wouldn't recommend shopping there to anyone.

I bought a nightstand from Steinhafels in February. The salesperson told me it wouldn't be available until early March. I was okay with that, so I waited. However, when I called the store in the first week of March, I was informed that the nightstand wouldn't be available until the first week of April. I was unhappy, but I decided to be patient and wait for it.

On March 31st, I called the store again to find out when I could pick up my item. To my surprise, I was told that it wouldn't be available until the first week of May! I was frustrated and disappointed. I spoke to Chris in customer service, hoping he could help me. Unfortunately, he wasn't helpful at all. He didn't give me his last name, and he refused to transfer me to a manager. He didn't even offer to follow up with the vendor for my item. I felt stuck and helpless.

I don't recommend shopping at Steinhafels. The salespeople work on commission, and once they have your money, they don't care about you anymore. It's frustrating and disappointing to be treated this way. I hope they improve their customer service in the future.

I gotta say, my experience with Steinhafels was not great. I shelled out a whopping $4000 for a massage chair back in December of 2020, and I even splurged on an extended warranty for an extra $670. The salesperson promised me that the warranty would cover all parts of the chair, so I figured it was worth it.

But boy, was I wrong. When the chair was delivered, it was set up all wonky and didn't even work properly. I tried to get in touch with Steinhafels to get it fixed, but it took them forever to even acknowledge my complaint. Finally, they sent someone out to take a look at it, but even then, it wasn't fully operational.

Fast forward two years, and now I'm having even more issues with the chair. I'm pretty sure it's because of the poor setup from the get-go, but I can't get anyone at Steinhafels to take responsibility for it. I've tried calling and emailing, but it's like I'm talking to a brick wall. No one seems to care about my problem, and I'm left to deal with it on my own.

Honestly, I'm so fed up with Steinhafels that I don't think I'll ever do business with them again. Their customer service is a joke, and I wouldn't recommend them to anyone. If you're thinking about buying from them, I'd suggest looking elsewhere.

Steinhafels is a store that you need to be careful with. They have a lot of fine print and they don't always tell you the truth. We had a salesperson who told us that we would get our delivery by early October 2020, even though it was only July 17th. We decided to wait it out because we really wanted the item. But after months of waiting, we called to find out what was going on and we were told that our delivery was scheduled for January 2021! We kept checking, but we never got any results. We couldn't even get our money back until November 17th. It was really frustrating.

If you decide to buy from Steinhafels, make sure you get everything in writing. If the salesperson tells you that you'll get your item in 8 to 10 weeks, make sure they write it on your order. And make sure you can cancel at any time without penalty. Otherwise, you'll be giving them your money and they'll do whatever they want with it for months. It's not fair.

It's really disappointing that Steinhafels operates this way. They have a nice big building, but it's our money that's paying for it interest-free. It's not right. We feel like we've been taken advantage of. We wouldn't recommend buying from Steinhafels unless you're willing to deal with their lies and fine print.

We made a purchase from Steinhafels in November, a large sectional and an Offoman. The salesperson told us that everything would be ready a week after we moved into our new house. However, the sectional was delivered 4 weeks later than we were told and the ottoman was delayed for 8 weeks. When we finally received the ottoman, we were disappointed to find that the center was collapsed. It was a piece of crap!

Fortunately, we had bought insurance for everything, so we thought we could get it replaced with a new car ottoman. We called the number for the claim and were sent to another department. We followed all the steps and finally heard a response. However, we were shocked to hear that we were called "Liars" and the claim was denied. It was a terrible experience!

We wouldn't buy anything from Steinhafels again and wouldn't recommend anyone to do so either. The disrespect from their agent and their failure to stand behind an extra charge was unacceptable. It was pathetic! We suggest that you shop elsewhere if you want to avoid such a terrible experience.

Bought a bed and mattress from Steinhafels for a whopping $6,000. The sales lady told me that if I didn't like the mattress, I could exchange it within 120 days, but only if I purchased the expensive protector. I went ahead and bought it, thinking it was a good deal. She also mentioned that there would be a restocking fee of $149.00 if I needed to exchange it.

After 90 days, my partner and I decided that the mattress was not what we wanted, so we went back to the store to exchange it. We picked out another mattress that was $50.00 more expensive, so I expected Cindi to tell me that I owed $199.00 plus any tax. However, to my surprise, I found out that there was a $300 rebate when buying $5000 or more that I also had to pay back if I exchanged the mattress.

So, what I thought would cost me $199 turned into $526. I was not happy about this and tried to contact customer service via email and phone, but they were not helpful at all. They refused to do anything about it.

Honestly, I wish I had read the reviews before making my purchase. In my opinion, the sales people at Steinhafels are just crooked. Cindi could have mentioned the rebate when I was purchasing the mattress, but she didn't. It feels like they're just trying to make a quick buck off of unsuspecting customers.

Terrible customer service! They were so rude and acted like they were better than us. We needed a mattress that was really low and the salesman knew that. We even talked about how we might need to cut the head and footboards to make it fit. But they never offered us a low profile box spring. We found out about it on TV two days after they delivered our stuff. When we called to order one, we asked if they could deliver it for free since they didn't offer it in the first place. But they accused us of trying to get something for nothing! We just wanted to make sure everything was delivered at the same time and we didn't have to pay extra. They did a terrible job selling us stuff and then treated us like we were trying to cheat them. We won't be buying anything from Steinhafels again. I'll tell everyone I know not to shop there just because they wouldn't deliver something for free.

I recently had an experience with Steinhafels that left me feeling quite disappointed. I live a couple of hours away from the Green Bay store, but I decided to make the trip to purchase a vase that caught my eye. Unfortunately, after 20 days, I realized that the vase didn't quite fit in with my decor and I decided to return it.

Upon entering the store, I noticed two salespersons standing close to the entrance. However, they didn't move to the counter or engage with me at all. I believe this was because they saw that I had a return. I stood at the counter for some time before another employee asked one of them to come to help me. The salesperson who helped me wasn't very friendly and seemed annoyed that I was returning an item.

To my surprise, they stated that their policy is all returns must be done within 15 days of purchase and denied my return. I was quite frustrated with this response, especially since I had made the trip specifically to return the vase. I returned home and called customer service to see if they could help me. They informed me that they would discuss the matter with the managers and get back to me.

Unfortunately, I waited three weeks with no response. I called customer service again and was told the same thing, only to wait another three weeks with no response. I was quite disappointed with the lack of communication and customer service from Steinhafels. They still refused to return the vase, but customer service wasn't very helpful in resolving the issue.

Overall, I would caution anyone who isn't 100% sure of their purchase to not buy anything at Steinhafels. Their return policy is quite strict and their customer service could use some improvement.

I gotta tell ya, Steinhafels ain't worth the time or money. Me and my family been going there for years, dropping some serious cash on their furniture. But let me tell ya, some of that stuff ain't holding up too well. And don't even get me started on their customer service. It's a joke.

So, we ordered this leather couch, right? Saw it in the showroom and it looked perfect. But when it got delivered, it was like 20 shades darker than what we saw. We even went in before it got delivered to ask about the color, and they told us it was gonna be the same as what we saw in the showroom. But nope, they straight up lied to us.

So I called 'em up and asked if we could get the couch in the right color, or at least get the restocking fee waived. And what do they do? They tell me I'm wrong and that they ain't gonna do nothin' about it. They even had two people call me to tell me the same thing. Can you believe that? I got pictures to prove the difference in color, but they just blamed it on the lighting or my phone.

I ain't never been treated so poorly, especially after spending so much money on a dang couch. So take my advice and don't bother with Steinhafels. It ain't worth the hassle.

Steinhafel's used to be a great place to shop for furniture, but now they're pulling some shady stuff. They hit me with a 15% restocking fee that they never told me about when I returned some night stands that didn't match my existing furniture. I mean, come on, I picked up the boxes myself and returned them myself - no delivery service or anything. And they still charged me over fifty bucks for the unopened box! It's like they're double-dipping or something. I tried calling the office, but they just gave me the same runaround as the store. They don't care how much I've spent there in the past, they're not giving me anything back. I've been a loyal customer for years, but I'm never shopping there again. They lost me for life! They should at least tell you about the return fee upfront, instead of trying to scam you. So watch out for this scam if you're thinking about buying from Steinhafel's.