ComplaintsforSteinhafels Furniture

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repeatedly "fixed" or replaced seat box on sofa sectional in first 6mo to year. Eventually replaced that section, only to have seat box to again sink. At time replacement arrived, I pointed out material seem at back of leather to cloth (at seat back) was to far forward and already coming apart. They pulled it and left it, it is now ripping. Other areas of the sectional are now sinking as well, and several areas of the couch are turning purple from black leather. We absolutely loved this sectional, and thought about taking a full refund, but instead hoped they would fix their problems with section replacement...it did not. This whole thing is junk. BTW, the other couch and love seat I have from them are flawless over the same time period. They became less than helpful once they replaced the one section, and I am left without option as this thing sinks and fades all over the place. Did I mention is was almost 4k, and is junk in under 4 years? Was really junk at one year.

  

  Business response

  02/26/2024

  ****, 

       We are sorry your sofa was not like the showroom's - however, we have written the return 0219430MP49 that will not have restocking fees.    Please contact us to schedule the pick up of the item or stop in one of our stores to reselect and we'll do one pick-up and delivery at the same time. 

  Thank you for your patience and shopping at our stores. 

   

  Sincerely, 

  *****

  Customer response

  03/08/2024

  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.
  
  

  I just saw this response from the business, and it seems to reference a different customer.  Also, the reference to it not being like the one in the showroom seems off the **** from the complaint.

  Please review, I think there is a mistake here.

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

  

  Business response

  03/08/2024

  *******, 

      We are sorry that you are experiencing concerns with your sectional that was delivered back in October of 2019.   As I know you have had some service performed and in September of 2021 had the *** loveseat replaced.   Your set is outside of the original manufacturer's warranty and *************** only has a one year warranty on their seat cushion cores, however, you did purchase the Guardsman Protection warranty - ************** and they would cover the frame and seat cores as a one time replacement due to flattening.   

  As far as the color of the leather changing- this would be considered wear and would not be covered by any warranty.    Please call Guardsman to process your claim for the seat cores and frame as your warranty still should be valid till October of this year as it was a 5 year warranty with them. 

  Sincerely, 

  *****

  Customer response

  03/08/2024

  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.
  
  What about the rips/tears at the back of the leather material where it meets the fabric under the backrest.  I documented this with your repair people, that this was already heading toward a tear, and the seem was too far forward, and not tucked up under the backrest.  They made some adjustments, but I expressed my concern there and then that this would eventually tear...it was a bad seem, under too much tension, hence the reason it was pulling forward out from under the backrest...not enough material was used.
  
  Regards,
  
  *************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two coaches, and the men came here, took the wrappings off and had me sign that I got them. When I went to lay on the couch after they left, the middle cushion went down about 2 1/2 inches and I decided that was not a good thing since my old coach wasnt that bad. They did return my couch prices, but they said that I said there was nothing wrong and thats not true because I told him it went down to 2 1/2 inches on that middle cushion. So they did not give me a credit for the stocking fee..which was $180. the first customer care person said that they just put the wrong code in and he would call me the next day. I did not get his name and he never called.. Then I called back and got ****. He called the inspectors, and they said there was nothing wrong with those two couches which is a lie. I sent him a picture, and there is no Velcro underneath the cushions.. the picture I took actually showed the first cushion sticking out a bit, but that wouldnt of mattered, because when I sat on the second cushion, it went down 2 1/2 inches on a brand new couch. He refused to look into it ! Said case closed. Tried to say I just didnt like the couches!

  Customer response

  02/22/2024

  As previously and emailed, the decision is final on the restocking fee.
  ****.  Brand new and it went down at least 2+ inches down, cushion next to it didnt go down. When I tried to lay down the middle ********* went way down, but the end pill didnt move at all so it was hurting my side when I tried to lay down and I did talk to the people and when I didnt get my full refund back a man whose name I didnt get said they just put in the wrong code and he would take care of it And that he would call me back the next day and he never did . When I called there again, I got a man named ****. He said the inspector that looked at it said it was just fine and I know it wasnt. Any help you can give me would be greatly appreciated.

  

  Business response

  02/26/2024

  ******, 

  We are sorry you have had this experience with these sofas.   We are unable to find anything under your name, address, email address, or phone number in our system.   Please provide more information for which we are able to assist you better.

  Sincerely, 

  *****

  Customer response

  02/26/2024

  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 consumer states that she and her sister purchased furniture together and her furniture was delivered to her sister's house to save money. Her sister's name is *****************, *********************************************. Phone number ************.

  The order number is 1129320YR49. 

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

  

  Business response

  03/15/2024

  ******, 

     Thank you for providing the necessary information in the look up of your account.   It looks like the items were purchased in November 2023 and delivered January 5, 2024.   A return was written on that same day and eventually picked up on January 26 due to flattening cushions.  These sofas received and inspected - they were deemed to be factory standard as we did not see any defects in the flattening of the cushions as indicated.  We are sorry, however, we are unable to refund the restocking of the items due to not seeing a difference from the  original model from the factory.   Return number 0105420UXTF. 

  Sincerely, 

  *****

  Customer response

  03/15/2024

  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.
  
  They are not telling you the truth. I talked to a fellow in the ************** sadly didnt get his name, and he told me They put the wrong code in. He would resend and give them the right code. When sitting on my couch, the cushion went down over 2 1/2 inches. I sent them a picture and I believe I also sent to you. The next fellow ****, said the warehouse inspector didnt see anything wrong. I doubt he sat and tested how much the cushion dropped. This is so frustrating I will never use them again! Regards,

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

  Customer response

  03/27/2024

  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.
  
  

  
  

  **** said he would try and find who I talked to. I didnt get the name. That person said he would put a new code and there would be no charge for restocking fee. I paid $1455.88

  And they refunded me $1266.88, restocking fee, $188.00. I told him I wouldnt lie about that and was a religion class for 7/8 years. But what I got back was again final, the inspectors saw nothing wrong with them! I bet the rent they would have sat on that cushion. I guess Im screwed but will post on fb not to buy at their store. I let **** know I got 2 firm great couches, no charge for delivery and  no restocking fee. Thanks for trying to help me. I told him I am on a limited income. Said I was glad I dont have to work at that place! I just want you to know, will be 80 in November. Take care

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

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a recliner ****** 2023. Not working. Waited 2 weeks for a technician to evaluate. being told at least 10 weeks for the part to arrive, when it does arrive, they will schedule. could be 12 weeks total or more.When inquiring about a replacement, i was told they no longer carry it. not true. it is in stock and available. i am concerned that by the time my chair is fixed, the warranty will be off and the extended warranty will need to be envoked.

  

  Business response

  03/15/2024

  *****, 

   We are sorry you have had issues with your Catnapper chair as obtaining the necessary parts have been difficult to obtain from the factory due to delays in production.   We have received the remaining parts needed for your recliner and will be able to schedule our service technician to your home to finish the repair.   Service Order 1230306GQ83. 

  Please call us at ************ to schedule the appointment.  

  Thank you for your patience. 

  Sincerely, 

  *****

   

   

  Customer response

  03/15/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sofa, love seat, and chair with electronic remotes in January 2021, received in April 2021. We purchased an extended warranty which is good through 2026. I contacted store on 12-2-23 since the cords on the remotes are fraying, spoke with ****, in sales - received no help from store told me to call Guardsman, also ************ no longer uses Guardsman for warranty because of their poor reputation - but, **** still was no help.Called Guardsman and submitted claim number ********. No response from Guardsman, called on 12-29-23. Scheduled **** for 1-3-24. **** came and stated Guardsman didn't tell them the problem. We showed him the frayed cords, which can't be repaired and steinhafels discontinued these remotes because they are defective. I received an email 0n 1-8-24 from Guardsman acknowledging an issue with the obsolete remotes and was sending our claim to customer service for further review. It will take ***** more days to resolve.

  

  Business response

  02/02/2024

  *********************, 

  
  We are sorry to hear about this concern regarding the remotes. I do want to clarify some of the points in this letter. Steinhafels does not have a technician named ****, nor did a Steinhafels employed technician visit Mrs. ***************;home regarding this concern with the remotes.  Also, Steinhafels does not manufacture the furniture. Furniture manufacturers may change the style of the remote for many reasons, however, this decision would be made by the furniture manufacturer and not Steinhafels. Steinhafels has not been notified by the manufacturer of a known fire hazard regarding these remotes. 
  
  
  Steinhafels warranties our furniture for 1 year from the date of delivery or pick up. ********************* received delivery of this sofa and loveseat on April 21st, 2021. At the time of purchase, ********************* also purchased the 5 year Guardsman Protection Plan, which also begins on the date of delivery or pick up. Any claims made to Guardsman would be processed by Guardsman directly, and Guardsman would reach out to Steinhafels when assistance is needed to complete the claim for things such as part orders or replacing furniture. 
  
  
  On January 17th, 2024, Steinhafels processed a request from Guardsman to order a new Right Side Facing remote for the Sofa, and also a new Right Side Facing remote for the loveseat. We have since received those orders from the manufacturer, and have these parts scheduled to leave our warehouse on Monday to be sent via ***** to *********************. Once received, ********************* can contact Guardsman to schedule the installation of the remotes. 
  
  
  If there are defects with the other remotes, that would need to be filed as a claim through the Guardsman Protection Plan. A claim can be made by calling **************, or online at this link: 
  
  
  ********************************************************************
  
  
  
  Thank You,
  

  
  

  Customer response

  02/02/2024

  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.  
  

  We have defective remotes filing a complaint in December of 2023 with Guardsman. 
  Once again Steinhafels is not being truthful. **** is a subcontractor technician through Guardsman the company that Steinhafels used in January 2021 and sold us an extended warranty. **** came to our house on January 3rd 2024. Erics phone number is ************, claim number ******** through Guardsman. **** confirmed the wires were frayed and the remotes are defective, a fire hazard and no longer used by Steinhafels 

  Steinhafels no longer uses Guardsman because they have poor customer service like **********************. We have not received anything from Steinhafels after 2 months of having this issue.

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

  

  Business response

  02/26/2024

  ******, 

      Both remotes were ordered and sent ***** to you on 2/5  - tracking number 646410039387.   Please contact Guardsman at ************** to schedule an appointment to have them installed for you at no charge.   If there are *************** with the product - continue to contact Guardsman under your protection warranty. 

  Sincerely, 

  *****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 30, 2023 $6,328.93 My husband and I purchased a top-of-the-line TemPurPedic mattress, Luxe Breeze 2.0 ********************************* a King ********** Set, and a bed frame. The order we signed did not include information about the purchase of a mattress protector, nor did the salesperson give us any information about a mattress protector. The order we signed indicated the mattress had a 120-night sleep guarantee mattress return or reselection for a 15% fee. We returned to the store in late November/early December with our sales receipt, and asked for the same salesperson reporting that we needed to exchange it for a medium. The firm ended up being too firm. He looked at our sales receipt and indicated yes, that we could return the mattress. He then took the receipt to the manager and came back and indicated we couldn't return the mattress because we had not purchased the required mattress protector. At no time when we purchased the mattress was anything mentioned about purchasing a required mattress protector, nor did we sign anything that indicated we denied purchase of one. We were devastated, so I left word to visit with the manager. The conversation was not good. She kept saying over and over, it's company policy to purchase the required mattress protector in order to exchange a mattress. I tried to tell her we weren't told about this policy, nor were we given an opportunity to purchase one, and she indicated it didn't matter. Company policy was company policy whether we were told or not. When we calmed down, we went back to ************ and paid another $6,397.45 mattress with medium firmness. We like ************, and it is the best place in ******* to purchase a mattress. The second salesperson sold us the required mattress protector and a TemPurPedic pillow with ************ "bucks". He gave us a much different looking receipt and we wondered if the first salesperson was perhaps new. We now have $12,000 in our new mattress.

  

  Business response

  01/01/2024

  ******, 

     Thank you for your feedback on the 120 Night Sleep Guarantee with your mattress.   The store manager is correct on our policy listed below.   We are unable to take back a mattress that didn't have the mattress protector purchased at the same time to protect it. 

  120 Night Sleep Guarantee:
  Steinhafels provides a 120 Night Sleep Guarantee when you purchase a mattress protector for your new mattress. See below for details.
  Reselect:
  You may reselect your mattress once during your first 120 nights. Your purchase price will be refunded minus the following:
  A 15% restocking fee.
  Any Steinhafels Cash or Gift with Purchase dollars (will be refunded with qualifying reselection).
  Reselections are final sales and non-returnable.
  Reselections do not qualify for any current Steinhafels promotional offers.
  The originally purchased mattress must be in Like-New condition.
  Return:
  You may return your mattress during your first 120 nights. Your purchase price will be refunded minus the following:
  15% restocking fee.
  A charge equal to the value of Steinhafels Cash.
  A charge equal to the value of any Gift with Purchase promotions.
  The originally purchased mattress must be in Like-New condition.
  Non-returnable purchases:
  Mattress Protectors
  Bedding Pillows and Sheets
  Adjustable Bases
  Special Order Mattresses
  AS IS Merchandise
  No other claims or warranties, expressed or implied, shall alter the above agreement.

  We are sorry as we won't be able to return or refund your initial mattress at this time. 

  Sincerely, 

  *****

  Customer response

  01/01/2024

  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.
  
  I believe it is necessary that you have each customer see the terms of purchase/returns for mattresses and sign that the terms have been read.  Nothing we signed for either mattress purchase gave us the opportunity to see the terms you have listed in this response.  Also, you must make each salesperson aware of the terms for return of a mattress so that each customer can be aware.  The lack of remorse for this situation is regrettable.  I didn't expect a refund, but I anticipated an apology on the part of Steinhafels.  I hope you treat other customers more kindly.

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

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Once again, this company failed it's promises. We bought a couch in July of '22, had a manufacturers claim accepted in January of '23. Here we are in December with zero action or proof that Steinhafels has put in an ounce of effort to resolve it. We really don't care who is at fault/responsible, Steinhafels accepted our money and refuses to stand by their products, policy, and warranty's. We have a couch with terrible fabric for a year now. The only thing that would make this right at this point is a full cash refund and removal of our couch. We can't trust any products to come out of one of your stores. The fact that your social media team blocked me for private messaging them about a status update is unbelievable in a country with freedom of speech. Maybe consider operating in ***********.The purchase in question is a Durango sofa from the ********, ** store by my husband ************************* in July 2022.

  

  Business response

  12/24/2023

  We have talked to ***** on 12/21 and there is a full reselection in our system - ****317YT83.    

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer response

  01/03/2024

  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.
  
  We stopped at the *********** store to issue the refund/arrange pick up on 12/22. We have yet to see the refund processed and they are scheduled to pick it up today. The refund amount also seemed low. Does it include the warranty, delivery and taxes? If not it should, it's the only way to make us whole after all of this.
  
  Regards,
  
  *********************

  

  Business response

  01/17/2024

  ******, 

      The return included the product and the Pet Protection on credit - 1221317YT83.   Any shipping and handling charges are not included as that service was provided.  That was for $44.95.  This is non-refundable services. 

  Thank you again for your patience with this situation. 

  Sincerely, 

  *****

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/2/23, sales associate ***** explained the couch I purchased on sale would be delivered in a few months to my home as it was out of stock and needed to be made. I confirmed I was not buying the display and she said I was getting a new couch. I got an email two days later saying it was ready. A bit shocked on the update, I call the service department on 12/5/23 and three reps confirmed that it was put into the system that I bought the disgusting and dirty floor model and if I want a new one I would have to pay double price! LOL! I want my full refund without any cancellation or restock fees since I have to waste my time and gas to drive all the way up there to talk to someone and they don't need to restock a broken and dirty floor model.

  

  Business response

  12/15/2023

  ********, 

     We are sorry your purchase of couch was not as pleasant as it could have been.   Sounds like the salesperson tried to call you about holding the floor model as it was the only one left, however, it's mentioned you didn't receive the message.    We have voided the order 1202319CK54 and you will receive a full credit for the purchase. 

  Sincerely, 

  *****

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two end table and 1 coffee table on 7/4/2021. I paid ****** for insurance that I was assured was good and would cover anything. I filed a claim today with ******* and the claim was denied because I did not report within 30 days of "occurrence". It does not say that on the brochure handed to me by employee of Steinhafels nor was it told to me in person. First of all, the quality of these tables is poor quality for this to happen. There are two adults living in the house only. No children ***********. I was told if I did not make a claim i would get the amount refunded to use towards another purchase. Why would I want to shop at Steinhafels in ************ ** if they sell poor quality furniture and scam there customers with insurance policies that are worthless. I would like the tables repaired or replaced. Thank you

  

  Business response

  12/16/2023

  ****, 

      In looking into your order I do see that the damage was not reported in a time frame for the contract, however, we have contacted ServeCo to reopen the claim and contact you to resolve the concern.   They should be contacting you within the next week for resolution. 

  Thank you for your patience. 

  Sincerely, 

  *****

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about October 30th my wife and I took advantage of a store offer to take a mattress survey for a $25 gift card to a local restaurant. The gift card was to be issued within two weeks of the survey.On November 23rd by email I notified the store that we had not received the gift cards.On November 24th by email I again notified the store that we had not received the gift cards.On November 27th by email I again notified the store that we did not receive the gift cards for Portillos or Canes chicken.As of this writing the store has not respond to any of my emails or requests.

  

  Business response

  12/16/2023

  ******, 

      We are sorry you were not able to receive the gift cards.    We have contacted the advertising company to reissue the cards for you.   You should receive them with the next few weeks.   Thank you for your patience. 

   

  Sincerely, 

  *****

  Customer response

  12/16/2023

  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.]

  For the passed two months I have been communicating with customer service and during that time no cards were issued so there can not be anything to reissue as stated in the response.  The cards were to be issued within two weeks not a few weeks as indicated in your response.  Additionally, you did not indicated where the cards are going to be sent and in what form.  In this day and age you can allows overnight gift cards.

  When and if the cards are received I will consider this Complaint to be resolved.
  
  Regards,
  
  *************************

  

  Business response

  01/02/2024

  ******, 

     The vouchers were resent again for you to process and select.   They were emailed to your address starting with: steveb2520.

  It will direct you to use your voucher code listed and go to site hhtps://steinhafelsiltestrest.com/

  Thank you for your patience. 

   

  Sincerely, 

  *****

   

  Customer response

  01/03/2024

  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.
  
  [Please type your response here.]
  The gift card were never received and I have been checking my regular mail and my spam mail in addition.  *********** letter does not state when the email was sent with the codes to obtain the gift card.
  Regards,
  
  *************************

  Customer response

  01/18/2024

  [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

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased furniture and the service agreement. Was told if the service agreement was not used, we would receive a voucher to use at the store. I called to follow up on it and found out they mailed the voucher however it was never received or used. I asked them to reissue it but they said it expired in May. I talked to the customer service manager and he said they won't reissue. He can see that it was not used which makes sense because I never received it. They only sent via **** and didn't email me or resend the voucher when it wasn't used. I feel like this voucher is similar to a gift card which should never expire or at least can be reissued if never used. The voucher was for over $1000 so it wasn't a small amount of change.

  

  Business response

  12/27/2023

  *****, 

      Thank you for your inquire.    We have reviewed your claim and do see that the store credit was sent out and has expired over a year ago, however,  we will put it back into the system for the amount of $1075.39 and must be used within 90 days as a courtesy.   

  Your customer code will be updated and the ********************** of your choice will be able to access it to process the credit for your new purchase. 

  Sincerely, 

  *****

  Customer response

  12/27/2023

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

*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. ↩