ComplaintsforSteinhafels Furniture

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a cushion core replacement under warranty since November of 2020 for a loveseat I purchased. I have made calls and spoken to 4 different customer service agents since November of last year and also called the store where we purchased it from and am unable to get assistance. I have asked to speak to a manager repeatedly, and have regularly been refused. I have been talking with a *************************** for several months, with an email thread of almost 50 back and forth responses and still have yet to get a cushion core replacement. They are obligated to order a replacement under the warranty of the item regardless of whether or not I had a Guardsman contract. ****** finally agreed to, but did not order the correct item. Instead of a cushion core, she ordered the leather casing the core goes into. I have tried repeatedly to contact her over the past several weeks to get a response, and Im always told that shes still looking into it and has no other information.

  

  Business response

  08/20/2021

  Aneah, 

  We are sorry this process to get your cushion has taken this long.   Initially we were told from Guardsman on what to order, however what you truly need is the core of the cushion.   We do have it on order ( claim 0601106WW15 )for the *** complete core.   We do have a call into the vendor to get the estimated time for us to receive the part, however there have been many delays from the factories with parts due to supply shortages and labor to product and ship.    We will continue to watch over this order for you and get it to you as soon as it arrives. 

  We apologize for the miscommunication and definitely about the delays of your part. 

  Thank you for your patience. 

   

  *****

  Customer Service Manager

  Customer response

  08/27/2021

  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.

  
  I feel Steinhafels should supply me with a corecushion, and then wait to have the replacement arrive to resupply their stock.The following timeline tells why they should have to supply me with areplacement, instead of me waiting for a third time.

  I opened a case with Guardsman in November of2019. They sent a bag of polyfill instead of a core via Steinhafels. I thenstarted the saga with Steinhafels in February of 2020. I have all the emails toprove the following took place.
  2/22 ****** stated vendor does not replacecore cushions. That the polyfill was correct item, which the tech verified isnot the correct item, and to which she changes her statement later on.
  3/12 & 3/18 Requested a manager, wasdenied.
  3/22 Continued to ask for warrantyreplacement. They argued that it had to go thru Guardsman, I argued that thewarranty is separate from Guardsman, and it is. ****** then says that the coreis available and is installed with the polyfill. Also incorrect, as the repaircompany Advanced Furniture Repair sent a tech out to verify there is nopolyfill in the seat cushion area. Only the seat core.
  3/25 ****** agrees to order the core cushionand verifies it is for the right side. I found out later she did not order the cushion.
  4/16 I checked to see if she had an updateand she indicated she had not ordered the core cushion.
  4/19 Says she has ordered the cushion.
  5/12 I received the leather casing that goeson the couch, not the core cushion.
  6/1 They say they are ordering again and thatit should take **** weeks. Its been 12 weeks and I have received nothing. Theyalso said it would be shipped to me as was the incorrect leather casing, butwhen I asked her she said it had not arrived yet at their warehouse.
  I have no reason to believe they have orderedanything. It has been 12 weeks, they have no updates and no idea what is goingon.
  They owe me a warranty replacement corecushion, and if they cannot order it, then they need to direct me to how I can,but they refuse to.
  I should not have to wait any longer to receiveservice on this item. 
  

  The entire email exchange of 46 back and forth responses is available for viewing if requested.

  
  Regards,
  
  Aneah ********

  

  Business response

  10/04/2021

  Aneah,

  We are pleased to see that the cushion finally did arrive from the factory and you were able to pick it up on September 23.     We apologize that this took an extremely long time to come in from the factory.   These delays have been very frustrating for all of us as we don't want any customer to longer than expected from any vendor. 

  We hope that the cushion has solved your seating area discomfort and are able to enjoy your loveseat again.   If there are any further issues we can help with, please let us know. 

  Thank you again for your patience with this order. 

   

  Sincerely,

  Kevin 

  Customer Service Manager

   

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a couch from Steinhafels. It was delivered on july 26th. I moved into the house it was delivered on august 1st. On August 4th I sat on the right side of the couch and a staple caught tore the skin of my lower back. I spoke to my doctor and he said I should be okay, just to take Tylenol and normal stuff like that. I called because I was worried about scarring. I should be fine.The PROBLEM however is the couch I was given just 10 days prior was defective and dangerous. I made Steinhafels aware of this and made it clear that I would like a replacement. Their floor model does not have a staple sticking out of it. Their solution was to order a new cushion casing and frame for the back for an item that was 10 days old, that not only was defective but also hurt like hell!I am looking for a fair resolution which seems to be a replacement in my opinion. Photo of my lower back (butt) wont be included for obvious reasons. Im clearly ok, but this was unsafe and unfair.

  

  Business response

  08/16/2021

  *******,

  We are very sorry that you were hurt by a protruding staple left by the manufacturer.   That is definitely not something we want any customer to endure.  Our office will be in contact with you today to make that exchange of the sofa.   Also please accept a gift card being mailed to you for your inconvenience through this situation. 

  We hope your new sofa gives you great service for the life of the product. 

  Thank you for your feedback and patience. 

  Sincerely,

   

  *****

  ******** ******* *******

  Customer response

  08/25/2021

  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

   

  I was offered an exchange. The new couch which was exchanged had no staples poking out and is safe. The problem is that it was delivered yesterday and it makes a noise every time I sit on it. I just want a couch that works and is free from defects- staples or unusual noises. Its the center cusion. Its like a spring keeps hitting the bottom of the frame. I just want a proper couch, and this to be over with. I called today to address this but got disconnected after they confirmed how to handle damage that was done to my dry wall. I appreciate the original response to exchange the couch, I just dont think its too much to ask for one thats free of defects. 
  
  Regards,
  
  ***************************

  

  Business response

  08/26/2021

  *******,

  I'm glad we were able to deliver an exchange for you, however you mentioned that there may be a spring under the center cushion that is making a noise.   We are sorry for this inconvenience.   I see we do have a service technician scheduled for Sept. 3 to take care of that for you.  Claim ***********.    If there is anything else you'd like the technician to address at the time - please let him know. 

  Thank you again for your patience. 

  Sincerely,

  *****

  Customer response

  08/26/2021

  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.
  
  Thanks for the reply *****,

   

  **** is coming out on the 3rd. If he says he has to open up the couch to get this couch to factory standard, then the exchange was for a couch that wasnt at factory standard and I would honestly like to be done with this and hope that the next exchange solves this issue. I spoke to a customer service rep who mentioned the 1 day rule that you guys usually go by. I made sure to address this in that time period. I understand you need a technician to come by regardless. That is fine. But I would prefer to reject any work that needs to be done on the couch you exchanged it with. I dod not buy a couch that needs work literally One day out. If theres a partial refund or something like that, thats one thing, but honestly I just want to be done and have a couch with no defects and no extra appointments. 
  

  If I buy something so new, usually its swapped out, rarely have I had to have someone repair it because its inherently acknowledging that the transaction was for something suboptimal. Idk its just a quality issue for me. Please help
  
  Regards,
  
  ***************************

  

  Business response

  08/30/2021

  *******,

  To repair an item we would need to open it up to see where the spring was rubbing on the frame.   We will exchange the sofa for you ***********, however we will not be able to deliver the sofa till 9/10.   So we will set up delivery on that date.   If that date does not work for you, please give a call into our contact center ************ and we can accommodate another delivery date. 

  Thanks again for your patience. 

   

  Sincerely,

  *****

*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. ↩