Business ProfileforSteinhafels Furniture

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