ComplaintsforSteelcase, Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried filing a warranty claim with my dealer for a commonly known defect in that chair model. My order number is ******* and bar code is 1PJY0095H. While the dealer I purchased from did his job and Steelcase approved the claim. The dealer assigned to fix the issue in my city is not responsive and hasn't acknowledged the issue or is responding to the dealer I purchased from. I have been waiting for 1 month and now I've been told to wait for another month for parts to arrive and then it'll take couple more weeks (or almost a month) to schedule a date for 2 repairs. That is if the dealer supposed to service responds. I really don't get it why not just replace the chair when it takes 3+ months for repairs or when dealers aren't interested in servicing repairs.

  Business response

  05/10/2024

  Thank you for bringing this to our attention.  In checking our records,we see that you were approved for a replacement part, however there was an internal communication error in having the part ordered for delivery/installation.  We regret the delay that this caused and will strive to do better in the future.  We have reached out to you directly to inform you of next steps and trust this will resolve the issue going forward.

  Customer response

  05/14/2024

   
  Complaint: 21654868
  
  I am rejecting this response because: I've was told in few days someone will reach out, it's been a week no one has reached out. This is how it's been going for 3 months. It really shouldn't take 3 months+ to fix a chair. At this point I'm not expecting anything because all I hear is it'll be done in next few days and months go by.
  
  Sincerely,
  
  ***** D

  Business response

  06/17/2024

  Hello,

  The Service Call was completed on June 6, 2024.  Thank you.

  Steelcase Inc.

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  The service was completed after 4 months, I'm still disappointed because the after sales support is pathetic and Steelcase didn't bother to make an effort to speed things up. This response itself comes months after raising the complaint. But what's done is done the problem is fixed. 

  Sincerely,
  
  SD

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 12/25/2023, I placed order # O-********** for a custom Steelcase series 1 chair and paid Steelcase $529.65 via Paypal My chair was delivered on 1/9/2024. The chair was damaged in multiple locations and it was clear it was shipped damaged / not damaged in shipping.I immediately (1/9/2024) reported the item as damaged Steelcase responded on 1/9 opening case #******** with an offer of 10% off or they "can file a quality claim for this issue, if approved I will send you a replacement part or whole chair and then you can return the damaged one."I immediately (on 1/9/2024) requested replacement as the damage was unacceptable Steelcase did not respond. I requested replacement a second time on 1/17/2024 After no response again from Steelcase, I requested replacement a third time on 1/22/2024 I have not had any response from Steelcase since I rejected their offer of 10% off and requested my damaged chair be replaced.Photos attached show damage on chair as received

  Business response

  01/23/2024

  Dear Valued Customer,
  We would like to extend our sincerest apologies for the recent issue you experienced with your chair order. We understand that our customer care team did not timely meet your expectations and we are deeply sorry for the frustration that this has caused.
  We take pride in our products and the quality of our manufacturing process,and we are disappointed that we fell short in this instance. We are committed to ensuring that our products meet the highest standards of quality and reliability, and we are taking steps to prevent similar issues from occurring in the future.  Thank you for submitting the photos - we have forwarded them to our quality department for corrective action.
  We sincerely apologize for the delay in communication and replacement, and we have submitted an urgent replacement order for immediate delivery.  We will respond to you directly with details of the replacement shipment.
  Thank you,
  Steelcase ****

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  *********************

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 7th, 2023, I bought a Steelcase series 1 chair from their website for about $500. I found the chair's back too hard, so I added a soft pillow to it. But within two months, the back of the chair started having problems with its quality. When I asked for a replacement, Steelcase said it wasn't covered by the warranty because they considered it a result of how I used the product.I'm writing to share my disappointment with this experience. It's making me rethink how much I can trust this brand's products and services. Here are the main reasons I'm unhappy:1. Quality Issue: The problem with the chair's pillow seems to be because of the chair's quality, not how I used it. Even though I added a soft pillow, it wore out unexpectedly. Steelcase's response suggested it was my fault, which doesn't match what actually happened.2. Fast Deterioration: The issue happened after just two months of normal use, showing it's probably a quality problem. I hoped they'd replace the problematic part, but they said it wasn't covered. This was disappointing, especially considering how quickly it happened.3. Slow ***************** **********************'s customer service took a long time to respond. This delay made an already frustrating situation even worse. I expected quicker and better help as a customer.4. Future Purchases: Because of how this problem was handled and not fixed, I'm thinking twice about buying from Steelcase again. This experience has made me doubt the brand's commitment to supporting its products.In short, I'm really upset about this and hoped for a better solution. I believe it's important to let you know about this and see if there's a fair way to fix it.

  Business response

  12/28/2023

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

  We are sorry to learn of your problem with the fabric on the Steelcase chair you purchased.  All Steelcase products are designed, tested,and manufactured with user safety and comfort in mind.  We hold our chairs to very high standards and we are proud of the high quality, performance, and durability of our products.
  

  From the picture and description you shared, its possible something contributed to the fabric wear issue, and was not as a result of normal wear/use of the chair. 
  
  Our customer care team will be reaching out to you further to give you some tips on how to make your fabric last longer.  In the meantime, as a goodwill measure, we are sending you a replacement chair.
  
  I hope this is helpful.  Thank you,
  
  Kind regards,

  Steelcase Inc.

  Customer response

  01/03/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered two Steelcase Gesture chairs from Smart Furniture an authorized dealer for Steelcase online on 11/9/17. We found them through the Steelcase.com website along with some other dealers we requested quotes from before ordering our configured chairs. We were told the chairs came with a 12 year warranty through Steelcase. Last year we noticed my wife's chair was starting to come apart on the vertical seat sides which are supposed to be covered under the Steelcase warranty. We tried to contact Smart Furniture the authorized dealer and they are now out of business(after 25 years as Steelcase Dealer) and directed us back to Steelcase. We contacted Steelcase customer care and they now say they can only help customers who buy directly from Steelcase.com. The online store did not exist in 2017 and we were directed to authorized dealers to purchase our chairs then. The retail warranty for authorized dealers states we still have a 12 year warranty. We loved the chairs and would like help in repairing/replacing these chair seats since they were the top end chair for Steelcase in 2017. They should honor their warranty and either repair or replace the seat bottoms on these chairs. The chairs retailed for almost $1600 then are now over $2000 each. Not to mention the chairs should be repairable with parts available since Steelcase claims to be a green company. I called and emailed another company that was listed on Steelcase.com that sells and refurbishes Steelcase chairs. They told me I needed to reach back out to Steelcase as they are the only ones with parts to repair these chairs since our chairs were optioned and made by Steelcase in ******.

  Business response

  12/19/2023

  Good afternoon,

  We understand you frustration and we apologize for the inconvenience. As you stated, SmartFurniture is no longer an authorized seller,however your warranty is still valid as our Limited Lifetime warranty states. Inadvertently,we stated that your warranty was not valid and we apologize for that. 
  

  
  You should receive an email from our *********************** team to resolve this matter.  Thank you for bringing this to our attention, and we apologize again for the time and frustration this issue has caused you.
  

  Customer response

  01/03/2024

   
  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. We were contacted by ********************* the account manager for smart furniture and he has assured us Steelcase would stand by their warranty and is working to resolve our warranty claim. It is currently in the process of repair/replace and we are optimistic it will be resolved by the end of January 2024.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order# ******* Case number: ******** I have spent hours dealing with Steelcase customer service via phone calls and emails trying to get defective wheel casters that cracked in less than 10 months. These wheel casters gor hard floors were purchased from them January 2023. Again, these wheels for hard surfaces were purchase directly from Steelcase January 2023. They are completely defective and I sent photos of the wheels as they requested. I then sent pictures of the floor and the label underneath the chair as requested days later. I'm the original purchaser. The customer service has been horrible. I asked them to call me and I got an email saying that they can't call me but they would pass it on to a team that can. Then I get no phone call. I called their main headquarters number and they said the phones aren't working. I then left a message with the executive secretary to the *** of the company and I have yet to hear anything back. I would like these replaced or a refund issued. The customer service at this company is probably the worst I've encountered from a Fortune 500 company. The leadership should empower their people to do the right thing and this company's not doing that. In reading through these other complaints at the Better Business Bureau for this company, they have an issue and their *** should fix it.

  Business response

  10/27/2023

  ****,

  Thank you for offering feedback about your recent experience with Steelcase. Your comments are important to us, and we'll use them as we continuously work to improve our customers service and experience. Please accept our apologies that you had difficulty with your casters and in getting them replaced.  We have contacted you directly and arranged for a replacement.  We trust this will resolve the issue.  We apologize for the less than satisfactory experience you have received and thank you for reaching out.

  Steelcase - **************** Team

• Initial Complaint

  08/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a desk that stated to be delivered by *****. After 5 weeks I got a notification that the product was shipped but not by ****** The second problem is that I was not able to track the delivery status and after 2 weeks I called them and they told me that the transportation company went bankrupt. They cancelled the order but I still havent received the ***** refund for the desk. Order No. 1214026Order Date Jun 23, 2023

  Business response

  08/23/2023

  Dear *****,
  

  We would like to extend our sincerest apologies for the recent issue you experienced with our desk purchase. We understand that that we did not meet your expectations and we are deeply sorry for the inconvenience and frustration this caused.
  

  We take pride in our products and we are disappointed that we fell short in this instance. When we received your complaint, we verified that yes there was a delivery problem and we have since cancelled the shipment per your request and we have verified that your credit card has not been charged. We are taking steps to prevent similar issues from occurring in the future.  We apologize for the less than satisfactory experience you have received and thank you for reaching out.   
  

  Again,we apologize and please do not hesitate to contact us if you have any further concerns or questions.
  

  Sincerely,
  

  Steelcase Inc.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Solo standing desk on 10/25/22 for 960$ (before taxes). It arrived mid November of 2022. The desk malfunctioned about a month after, it wouldnt move up or down. I called customer service and they walked me through rebooting it and it worked fine. On 07/03/2023 it failed again and the rebooting did not work. I called customer service and they said I needed to file a claim for a defective desk so I could get replacement parts, I asked for a refund and they said no. I filed a claim for parts on 07/03, one piece had 07/19/2023 ETA and the second 07/26/2023 ETA. On 07/31/2023 nothing had arrived to I asked for an update, I was informed none of the pieces were available and nothing had been shipped. I called customer service and asked for a refund, I was promised I would hear back on the refund request by EOB. Today is 08/02/2023 and I have not heard about my request for a refund nor do I have a date for replacement parts.

  Business response

  08/03/2023

  Dear *******,

  We regret the quality issues you have encountered with your desk and understand the frustration you have experienced. We are sharing your issues with our quality team for further review.  
  

  We have reached our directly to you and have issued a full refund.?We apologize for the less than satisfactory experience you have received and thank you for reaching out.?  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 16, 2023 I submitted an order through Steelcase's online store for a desk. The Order # is *******. At the time, the estimated shipping date was July 6, 2023. On June 21, 2023 I received an email update from Steelcase stating that my order was beginning production, they would contact me again once it goes to the shipping dock, and it was estimated to ship on July 5, 2023.July 5 comes and goes with no update from Steelcase. Finally on July 12, 2023 I received another email update stating that the desk finished manufacturing and was headed to their distribution center. The estimated ship date was now July 19, 2023.On July 19, 2023 I received an email from Steelcase stating the local installer will contact me within 72 hours to schedule delivery to my home.On July 26, 2023 I had received no updates from Steelcase, so I called and emailed them. I received an email reply from their customer service on the same day (7/26/2023) stating that the delivery partner will contact me on the following day (7/27/2023) to register a delivery date with me.On July 27, 2023 I received a follow-up email from Steelcase customer service stating that their delivery partner is unable to reach me to schedule delivery because my contact information is invalid. I have double checked the email address and cell phone number listed on the order and they are correct. I have received no phone calls or emails from Steelcase's 3rd Party Delivery partner.I do not believe that Steelcase and/or their 3rd Party Delivery Partner are acting in good faith. At this point, I would like my order delivered as agreed upon in the order.

  Business response

  08/01/2023

  Steelcase is a company that takes great pride in the quality of its products and solutions.  We regret the delivery issues you have encountered with your desk and understand the frustration you have experienced with the delayed response.  We want you to know that we are reviewing this matter to ensure we do not repeat the same mistakes. 

  Our customer care team has reached out to you directly and have confirmed with you a delivery date of August 7.  We trust this will resolve any remaining issues.  Again, we apologize for the less than satisfactory experience you have received and thank you for reaching out.  

  Customer response

  08/01/2023

   
  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.
  
  Sincerely,
  
  ******** *************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The order No. ******* on 5/8/2023 which reached my house in the first week of june and i bought a amia steelcase chair which was defective as it delivered. The minimum height of the chair was too high from the surface that i could not land my feet to the ground due to which i am getting back pain. I have rquested for a return or replacement but they are saying that i didnt request in the first 30 days. I could not do that because i was out of the place and didnt get the time to test it out. They are taking that as a excecuse to give me a defective product and walk away from here. I would like them to generate a return for me so that i can return this chair and the chair is in prestine condition.

  Business response

  08/02/2023

  Steelcase is a company that takes great pride in the quality of its products and solutions.  We value the investment youve made and want to honor that investment by ensuring our products stand the test of time; serving you for years to come.
  
  We regret that you have been unhappy with the chair you purchased and that its seat height did not suit your needs.  We have reached out directly to you and have offered a full refund.  We trust this will resolve any remaining issues.  Thank you for reaching out.  

   

   

  Customer response

  08/03/2023

   
  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.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. I got an used chair instead of new 2. A week after I registered the complaint the case was "being reviewed."3. Two weeks after the chair is returned I still have to beg for my money back.Beware. They are extremely disorganized.

  Business response

  12/06/2022

  Dear Clemm,
  
  We are sorry you experienced problems in obtaining a refund quickly.  Your refund was approved on November 29, 2022.  You should receive the refund shortly. 
  
  We regret the issues you have encountered with this transaction, and trust this will resolve any remaining issues.  We sincerely apologize for any confusion regarding your order.     

  Thank you for bringing this to our attention,
  

  Steelcase Inc.

*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. ↩