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

  5846 Northwest Hwy Crystal Lake, IL 60014-8063

• 

  Steinhafels Furniture

  N93W16677 Falls Parkway Menomonee Falls, WI 53051-1487

  
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  Steinhafels Furniture

  429 W Silver Spring Dr Glendale, WI 53217

  
• 

  Steinhafels Furniture

  18895 W Bluemound Rd Brookfield, WI 53045-6097

  

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:04/09/2025

  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.

  On 4/8 a sofa was supposed to be delivered to my house. It was the exact size as the existing one, which my husband and brother carried down the exact same stairwell the day before. On 4/8, three rather unprofessional delivery men arrived - laughing and making jokes. Said oooo this will be tough. Then, they proceeded to walk the couch most of the way up the stairs, and at the part that would have taken some thinking to tilt it toward the door - they just took it out. Then the lead guy came back up and said we cant deliver it. I asked if they could please rotate it the other way (giving them more room to pivot the side the cushions would go on vs the back, etc. and they wouldnt try. Its not that the couch didnt fit - its that they didnt want to deliver it. When I asked what happened now - he said I could reselect or get a refund. I specifically asked if I reselect will I be charged an additional delivery fee? If I just get a refund will they refund the delivery fee too?. Their employee (BEFORE I SIGNED TO SEND BACK) told me I would not be charged a second delivery fee if I reselect and if I chose not to reselect I would get the delivery fee refunded in this circumstance too. Only for that reason did I agree to send it back otherwise I would have had them place it in the garage and at least have my husband and brother try to get it inside if it was going to cost me $250 anyways. Worst case then we could have returned it with a rental truck if it actually didnt fit but considering its THE SAME SIZE as what was removed I probably wouldnt be down $250 and not have a couch with our first **** arriving in the next couple weeks. The customer service **** I had contact with just keep repeating that the delivery fee is non refundable, take no ownership for the fact their own delivery people told me it was when I was making a decision. From other reviews it sounds like deliveries with stairs go in a similar way they just dont want to do them.

  

  Business Response

  Date: 04/16/2025

  After re-evaluation of the claim, Steinhafels has refunded the customer the delivery fee based on the expectations set at the time of attempted delivery on April 8th. The refund will be sent to the customer's original form of payment.

  Thank you for your patience. 

  *****

  Customer Answer

  Date: 04/16/2025

  [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,
  
  **** ****
  

• Initial Complaint

  Date:04/06/2025

  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.

  I purchased a guardsman furniture protection plan on a purchase. I was told I would received a credit back if I did not use the protection plan, which I did not. I never received this credit. I contacted the store and they said the credit was "mailed" to my address, which I no longer live at. I called and explained I moved out of state and never received this credit. I talked to Nate * and he gave me my customer number and told me I can go ahead and figure out what I wanted. Once I decided on my purchase, I called the store and talked to **** (who said he didn't have time for this because he doesn't make any money dealing with me" he transferred me to Nate *'s ********* and Nate * never called me back. I then followed up with an email which was never responded to either. I no longer live near a Steinhafel, and would like my money back or credit towards something that can be shipped to me. Why would a credit be sent via mail 5 years after a purchase without checking if the customer still lives at the address? Why not email it? This is the biggest scam ever. Again, I would like my money back as promised.

  

  Business Response

  Date: 04/16/2025

  Hello ****,
  Steinhafels Protection Plan vouchers are provided solely as in-store credits and are mailed to the address on file. An updated address was not provided to us. These vouchers are non-redeemable for cash as the product was still protected for the duration of the plan. We understand the importance of wanting to protect your investment, and if the protection goes unused, an incentive is provided for your next Steinhafels furniture or mattress purchase. The voucher in question was mailed to the address we have on file on May 1st, 2023 and is active for 6 months. Steinhafels does not deliver or ship products outside of our delivery area of ********* and *****************. We apologize for any inconvenience caused due to moving outside of our delivery area. During your call on September 9th, 2023, the information was provided that there were no additional options that could be provided in the event a customer moves outside of our delivery areas.
  
  Sincerely, 

  *****

• Initial Complaint

  Date:03/07/2025

  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.

  Purchased a sectional couch from Steinhafels in 2022. The electrical switch for the main recliner broke in 11/2024. Called the service **** at store on 11/7/24. Was told they would have a parts person call back. Never got a call back. 11/13/24 Again couldnt get anyone for parts on the phone so sent email, reply received.11/14/24 Replied with part needed and on 11/18/24 sent additional photos of the part needed.11/22/24 still no response 11/25/24 got email saying they had located part and it would be $55 +tax. Replied same day to order the part and paid. No communication from 11/25-2/18 2/18/25 email received that order ready, call to schedule pickup 2/26/25 picked up part. opened box to find a power cord, not the switch that was ordered. 2/26/25 Called the store to report wrong part. Service person requested I text photo of received part which I did. He acknowledged that the part was incorrect, said he would reach out to parts and call me back. I requested to speak to parts directly, or to a manager, but was told I could not.3/7/25 Still no call from store. Called store again. ***** said she was able to see notes that we had reported wrong part received the same day as pick up and that the vendor had been contacted for correct part and availability. I told her it was unacceptable that there was no communication, and that at this point just getting the right part wasnt enough. We had waited months, we had not been refunded for the wrong part, and we had hours of wasted time and fuel and were now facing another lengthy wait. She said she would contact parts and management and call me back. She then responded by email saying that there was nothing they could do about the lengthy process to get parts, and they would not refund the wrong part and parts are sold on final sale basis. I replied that I did not order that part and should not be paying for something I did not purchase. I said I expect a refund for the part and some form of making this right. 3/7/25

  

  Business Response

  Date: 03/21/2025

  ******, 

     We are sorry you received the incorrect part.   We have reordered the part for you on claim 0311506PJ53.   There will be no cost to you for the part and we will mail it to your home so there is no other trips needed to pick it up.  The part that is ordered is the *** back switch.  As soon as the part is received in it will be mailed out. 

  Thank you for your patience. 

  Sincerely, 

  *****

• Initial Complaint

  Date:02/07/2025

  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.

  Upon cleaning under the chair because we where receiving replacements. We notice damage. Upon call customer service they told us we should have protected our floor. No one ever explain because of the pads edges it could damage our floor. They told us we have lifted up the chairs which are heavy to check for damage upon delivery. Since we signed off they told us there was nothing they will do to rectify the issue. This poor customer service and will be tell everyone to be carefully buying from this company. I guess I client to a multi million company does not mean anything.

  

  Business Response

  Date: 03/17/2025

  ******, 

      We are sorry that you had damage to your floor.   We have sent to your home our repair specialist and he has reported he was able to successfully restore your floors finish.   We appreciate your patience with this matter and hope you will consider Steinhafels for your future needs. 

  Thank you, 

  *****

• Initial Complaint

  Date:02/04/2025

  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.

  january 2019 // We purchased a leather reclining sofa in 2019 and took the warranty. We were told if we did not use the warranty - after 5 years - we would be able to use as store credit. In January 2025 I stopped at the kenosha store - where this was purchased - and asked about this warranty credit - was told we were issued and mailed a credit last year and is now expired ! WE DID NOT RECEIVE THIS CREDIT VOUCHER - IN THE MAIL AS THEY STATED! I did email steinhafels customer service and no help - (not surprised !) If someone would do their job and research to see if the "supposed" voucher that was to be mailed was used - they would know it had not been used !! A timeline to use this voucher was never given in writing by sales lady - only that is was available after - 5 years - if not used !!! We WERE long time customers of this ********************** - guess that will change ! I am certain my $198.90 will not break their bank !!

  

  Business Response

  Date: 02/19/2025

  ****, 

      Unfortunately, your Protection voucher, which was issued on February 1, 2024, has expired as of June 2024. This was on a product purchased on January 27, 2019.

  As a result, we are unable to process it. We apologize for any inconvenience this may cause and appreciate your understanding.

   

  Sincerely, 

  *****

   

  Customer Answer

  Date: 02/19/2025

  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.
  
  [Please type your response here.] This is such a LAME EXCUSE !   You can't even look to see if it was even used - which it was not - because it was NEVER received !  This Warranty then becomes a SCAM on the part of steinhafels if they can't even re honor !   What are they out - Nothing - Actually would gain if I purchased - But I guess that will never happen - now will it !    I will take this to social media and let them know your new scam !
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:12/20/2024

  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.

  I purchased furniture 9-14-2024 for my mother to host Thanksgiving dinner, we went early to make sure it was time for delivery and set up of the furniture, we were told that it would be 4 weeks give or take before they had the furniture in their warehouse and that they'll coordinate delivery dates when they had everything in house and ready to go. We waited and with no contact from the store and that month came and went, when I called about the furniture I was told that the order had to be adjusted because of something with the base of one of the chairs, we said ok and proceeded to move forward. Thanksgiving came and went with still no contact from store about updates on delivery. I reached out to the store yesterday to see what was going on and today someone got back to me and said now that the delivery date would be late January or early February. I asked if I could get a refund or the order because it's taking a lot longer than we were initially told, they said because they chairs are special order they can't refund the funds and offered me a discount of $300 or $400 store credit. My order total was $9503.58 I tried to call the corporate office and speak with someone but the number I called went to a customer service department and I asked multiple times for someone in the corporate office and the representative I was speaking to said they weren't able to reach anyone in the corporate office. I'd like a full refund for this order and here's the main reason why. My mother promised the furniture she had to my niece who has overcome some major medical issues and attempting to get back on her feet. My mother who is 73 kept her promise because we were told a timeframe from **********, now my mother has no furniture, she's already missed Thanksgiving, coming up on Christmas and according to them will be the New Year and beyond even. I explained this to them as well and they still said it's nothing they can do. I'd just like to get a full refund.

  

  Business Response

  Date: 12/24/2024

  ******, 

     Thank you for your inquiry on your store's order.    As you know there was a delay due to the confirmation of the controls that the vendor put the switches on their product due to your request.   Then there a change of the order due to a reselection. We are sorry things are taking longer than what was communicated to you at the point of sale, however, those are estimated times.   This product is coming from overseas and there are potential of delays or backorders due to materials and production.   I know you spoke to our General Manager ****** with the discount that was offered and that is the best we can do at this time.   The anticipated arrival time is the end of January at this point, however, once the product arrives it will fill to the order and you will be immediately notified with scheduling delivery. 

  Thank you for your patience of your Special Order merchandise. 

  *****

  Customer Answer

  Date: 12/24/2024

  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.
  
  **********,

  The change in the controls were by request of your team not me, also I was never notified that it would be a delay and especially one this long, I was never notified of the timeframe even being this long from the initial purchase date, I was told before Thanksgiving and I am submitting text message proof from one of your employees of this. I feel that the error was from your team and as such I shouldn't be held accountable for mistakes ********** made. 

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

• Initial Complaint

  Date:12/17/2024

  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.

  DEC 12TH THEY ATTEMPTED A DELIVERY OF A DRESSER , A 244LB DRESSER. THEY SENT 2 PEOPLE WHO DID NOT SEEM OVERLY ANXIOUS ABOUT THE *** OF TAKING IT UP 11 OR SO STAIRS TO THE BEDROOM WHICH I PAID EXTRA TO HAVE IT UNBOXED AND PLACED IT IT'S APPROPRIATE SPOT. THEY TRIED BUT SAID THEY COULDN'T DO IT, IT WAS A VERY QUICK DECISION. NOW INSTEAD OF REFUNDING THE DRESSER AND THE NIGHTSTAND WHICH WASN'T EVEN IN THIS DELIVERY BECAUSE IT HADN'T COME IN THEY ARE DEDUCTING THE ****** FROM THE REFUND. I RECEIVED NOTHING AND I'M BEING CHARGED ****** FOR NOTHING. CALLING THEIR CORPORATE NUMBER (262) AREA CODE WAS USELESS!

  

  Business Response

  Date: 12/24/2024

  *****, 

      We received your message and looked into the order.   The delivery manager and I looked at the photo of the stairwell and the product and we agreed that it would have been a difficult delivery with either damaging the product and the walls to make it fit.   We agreed with the delivery crews assessment to not proceed with the delivery.  The delivery fee is not refundable as we still provided the transportation and services to deliver the product.  We have no gains to not do the delivery as the sale was cancelled and deposits were returned. 

  We are sorry the delivery could not happen and be refunded. 

  Sincerely, 

  *****

  Customer Answer

  Date: 12/30/2024

  Of course I do not accept paying for something I did not receive! Its not my fault that your 2 drivers were unable to lift a 244 pound chest up my stairway! Maybe a third delivery person would have been a better idea?? I will make sure to pass this experience on to as many people as possible!! Charging me $189.95 for nothing?? I honestly think if you had professional delivery drivers this could have been accomplished!

  Customer Answer

  Date: 01/02/2025

  Consumer has stated that there is not anything in writing on her receipts, or on the website, about not having a delivery fee refunded - if Steinhafels makes the decision that an item cannot be delivered.

  

  Business Response

  Date: 01/15/2025

  *****, 

      I understand your frustration, however, it wasn't the weight of the item that caused the issue for not being able to bring it up your stairs -- it was the ability to make the angles of your stairwell and the size of the item to not damage the product or your property.   Once again we'd rather be able to have a successful delivery of the product in your home than bringing it back to the warehouse and process the return.  

  Thank you for your understanding. 

  *****

  Customer Answer

  Date: 01/17/2025

  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.
  
  Clearly this does not solve my complaint!!  Its not my fault that they couldnt get the dresser up the stairs!! Theyre charging me $189.95 for absolutely nothing!!!!  
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:12/13/2024

  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.

  I made an online purchase for a desk in the amount of $1000 delivered in April 2024. The two lower drawers have locks and neither of them work. I dont even use the drawers but decided to start using them recently and the locks dont work. I called Steinhafels and was told that the part is covered and that I could have it ordered for free and pick it up and install the lock myself. I have no idea of how to install a lock. This desk was not cheap and is less than 8 months since it was delivered. I requested that they send someone to come and fix it and was told that I needed to pay $150 because I had 15 days to let them know about physical damage; this is unacceptable

  

  Business Response

  Date: 12/24/2024

  *****, 

    Thank you for your feedback on your experience with our store.    We have looked over the information and have confirmed that you were given the correct information due to the warranty of the product and Steinhafels, however, we will offer you a one time service call on the repair of your desk.   We have created a service order in our system (1224406WW95) in which you can schedule online with our service technician to take care of the locks of your drawers. 

  Thanks again for your purchase. 

  Sincerely,

  *****

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased a power recline sectional with power headrest. It has been less than 30 days since the delivery of the sectional. One of the power headrests does not work. I contacted Steinhafels via email and was told that it would be $150 to come out and diagnose the issue because I did not purchase their extended care package. I questioned that, as the specific sectional I purchased, on their own website lists a bunch of warranties for various items covered for this sectional. Steinhafels refuses to cover this under their warranty. This is extremely misleading that they list a warranty, but then when you need to use the warranty, they have an excuse. I feel that in a 30 day window, there should be no talks of a warranty needing to be used. It should be covered by Steinhafels, they should stand by their furniture they are selling.

  

  Business Response

  Date: 12/13/2024

  ****, 

    Sorry you had some frustration on the warranty of your products, however, we will cover as a courtesy.   You claim # *******LQ83.   I left you a voice mail as well, however, you can either schedule online or call our customer service to schedule with our technician - ************.   It's possible a loose wire to the motor that might be causing it not to work.   We'll check it out for you. 

   

  Thanks for your patience. 

  *****

  Customer Answer

  Date: 12/18/2024

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

• Initial Complaint

  Date:12/09/2024

  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.

  Purchased sectional sofa and custom ottoman on 9/17/24. Sofa was delivered on 9/21. We only sit on sofa for our morning coffee and by mid November we noticed the top of the sofa cushion already coming apart. We notified store immediately as we wanted to return sofa since it was brand new and already defective. We were told a service person would need to come out and evaluate; this occurred on 11/26/24. The service technician stated he would order new covers for cushions. We told him we wanted to return sofa as a brand new sofa should not be coming apart. We stated we would like to select a different model. He stated we had to call service manager. The service manager stated manufacturer would not allow a return! Additionally our custom made ottoman was delivered finally on 12/4/24; it was damaged and we did accept delivery. We are being told they will fix it and redeliver in a few weeks. Paying this amount of money I would like the store to take sofa back; give us a full refund and allow us to choose a different model as we afraid to sit in it and dont want to constantly be calling for new cushions. This sofa is defective. We also bought a rug and padding spending an additional $400.00 so everything would match.

  

  Business Response

  Date: 12/24/2024

  *******, 

    We are sorry that the delivery of your special order merchandise hasn't gone as smoothly as we'd like it, however, I know the ottoman was delivered on 12/20 and you do have a service appointment on Jan. 3rd. with Geno for those casings. 

  Thank you for your patience - if you have any questions or concerns after the repair - please let us know so we can take care of you. 

  Sincerely,

  *****

  Customer Answer

  Date: 12/30/2024

  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

   

  The sofa continues to unravel and every cushion now has wrinkles! We should not have to keto such a poorly manufactured product! We want the sofa to be taken back and allow us to select a new one from your store. We work hard for our money too and should not lose this amount of money on a sofa we can use and need to hide the cushions with blankets! It is obvious that this sofa will continue to unravel on every cushion! 
  
  Regards,
  
  ******* *********

  Customer Answer

  Date: 01/26/2025

  [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 ********. Please note the company has contacted us and allowed us to select a new sofa and return the original one. We greatly appreciate the BBB assistance and for Steinhafels providing us this service. The business set us up with our original sales person and we selected a new sofa on 1/25. It will be delivered in 8 weeks.

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