ComplaintsforSteinhafels Furniture

• 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,
  
  *********************
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a couch in July of 22. By January of 23 the fabric wore out and a manufacturers claim was accepted. It's now mid November of 23 and Steinhafels has lied to us, prohibited communication. After waiting 9 months for a tech to finally show up, we get a call claiming they don't have access to the fabric to fix it. We are approaching a year now with a defective couch, that has been discontinued because of poor quality. Even with the *** protection, Steinhafels has made zero honest effort in fixing it. The order is under ************************* phone number ending in ****

  

  Business response

  11/27/2023

  ******, 

    We are already working with ***** on getting this matter resolved with the manufacturer.   Please see below message to *********** 

  
  We are very sorry that this process has taken this long to resolve the issue with your NCLA sofa that was purchased on 7/12/2022.   We are still actively working with the manufacturer to ensure a full credit on a new item as long as the original set is in good condition.  We should have an answer by the latest next week as this manufacturer is not the fastest to get answers from.  Once we receive the correct documentation we will be able to contact you to resolve the claim and get you into something else.  This has taken already longer we have wanted on any claim.  (0111306LG20)
  Thank you for your patience!
  Sincerely, 
  *****

   

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased set of two end tables and one coffee table. I picked them up on 10-31-23. One end table had a shattered glass top. Was told to return damaged item to store for a replacement. I opened the coffee table and found a support was broken making the whole unit unusable. I called customer service and talked to ***** who told me to return that item also for replacement. I asked that they have the replacements delivered to me to make up for selling me two defective items. ***** refused saying it was not their policy. I asked to speak to the store manager and ***** told me he would not tell me who the manager is and would not do anything other than let me replace the items. I want the damaged items replaced with undamaged items. I want them delivered to me rather than me picking them up. I want the name and contact information of the the store manager. THE STORE IS IN *******, **, NOT ********.

  

  Business response

  11/06/2023

  ****, 

     Thank you for providing us with your feedback on your recent purchase of your cocktail table and two chairside tables.  We are sorry that upon opening the factory sealed boxes you noticed some damage to two of the tables.   Since these were picked up from our Madison ********* they also needed to be returned to that location for any replacements or exchanges.  Having the replacements delivered was not an option as this was not the original form of shipment used and paid for.   If the items were originally delivered, they would have been replaced in the same manner. 

  We once again are sorry for the damage you had with your tables and I do see that both items were exchanged and picked up already - we hope you have many years of enjoyment with these products.   

  Sincerely, 

  *****

  GM -Customer Service

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In **************************************************************************************************** March of 2023 the motor on the chair stopped working. I called for warranty service. After months of back and forth the part I needed was approved and the store was authorized to order it. This was in July. Still no part. I went to the store and called the customer service #. ************ shipped the part to the wrong address and is now saying it is my fault for not providing them my current address despite the fact that I provided the correct address on the warranty claim. I am getting nothing but runaround from them and the warranty company and am now being told I need to start the whole process over- 7 months after the motor failed. I asked to ****** to someone higher up at Steinhoefels and was told "that's not going to happen"

  

  Business response

  11/15/2023

  ******, 

       Thank you for sharing your experience with our company.   We are very sorry that the reclining motor that was received was sent to a former address that was on the account from the service provider.   We do have another one on order for you from the factory and putting a rush on it.  Once received it will go to the correct address in ********, **.  54110. 

  Once again we are sorry this has happened on your Flexsteel recliner that was delivered in 2020, however we are certain to get this taken for you as soon as we can.   We don't have any of these motors in stock to send to you as we have tried to find a quicker answer for you.    Service order# *******YV54

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer response

  11/15/2023

  [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 ********.  Provided they follow through as they indicated I will consider the matter closed andfind that this resolution is satisfactory to me.  Until such time as I actually receive the referenced part I would prefer to keep the matter open
  
  Regards,
  
  *************************
  

  Customer response

  12/08/2023

  No update. Still awaiting the part they indicated was ordered 

  Customer response

  01/08/2024

  I have received no communication from Steinhafels. The last I saw from them was an email to bbb stating they were authorizing the warranty company to reorder the part that was shipped to the wrong address. That was at least a month ago if not two. I really dont understand the delay given I looked on Amazon and can have the part delivered in 2 days for $80. Im sure their buying power gets it for a lot less. Seems like a ridiculously low amount to lose a customer that has spent thousands in their stores. 

  

  Business response

  01/17/2024

  ******, 

    We are sorry there was a delay, however, the part has come in and it was ***** to your home -- Tracking # ************  on Jan. 15th. 

  Thank you for your patience. 

  Sincerely, 

  *****

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered table from them on 10.06.23 As soon as I assemble it and we used it they were scuff marks on table. I on 9th I reported issue to there customer service rep saying that build quality is poor and that this looks to me like they forgot to put topcoat on table because they was trying to tell me that is a user error . I went to ********************** and they sent tech out to look in to it. He said that that is issue that happens with these type of tables that are made in *******. And is known issue and suggested us to use coasters . I asked him to give me name of there boss so I can speak with member of management. He said he can't do that and that they will reach out to me. Nobody called me so I called service line when I was inform that management write it off as consumer damage . **************** rep told me he can get me in contact with member of management and said only thing he can do is put request for management to give me call back.

  

  Business response

  11/06/2023

  Dusan, 

      Thank you for your feedback on your table.   I do see we did have our service technician out to inspect the finish of the product.   It was determined that the top had multiple scratches in the top finish by what appears to be sliding plates and cups.    The finish was the same that our floor model has on it.   The recommendation from the technician is valid on all wood tables is to use placemats whenever possible to minimize the chances of any damage.   

  We are sorry as this damage is not covered by the manufacturer's warranty. 

  Sincerely, 

  *****

   

• Initial Complaint

  10/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchases a couch from Steinhafels in January 2022 and received the couch in July 2023. It was two seat couch with a cuddle chase very firm ************************************ custom design. I called them shortly after receiving it and told them the cushions were not the ones I ordered. **************** reps from ********************** screamed at me telling me I was basically delusional and that was what I ordered. I went into the store and showed them which one I ordered and they still did not believe me. They told me they spoke with a rep from JL and there was nothing they could do and that's the product and the cushions I ordered. So, since it was custom there I cannot return it. So I reached out to the *************************** manufacturer and the regional rep stated in an email that yes infact the cushions I received with my order are not the ones I ordered. She stated she talked to Steinhafels and they would send the cushions I ordered. The first time 4/23 they sent cushions they were just as soft as the ones I had initially, so they reordered them. 8/23 the second time the cushions were extremely plush. So Sept 2023 they pick up the cushions and two weeks later pick up the whole couch. They returned the couch to me on 10/14 and it looks absolutely WRONG. Its way overstuffed and the cushions are not symmetrical anymore and they are so overstuffed they do not fit on the bed on of the couch. one cushion is uneven and slopes down. I called customer service again to express my displeasure. ************, CS rep spoke to manager at Steinhafels store, but would not give me his name. The manager emailed him and stated *************************** said that's how its supposed to be, over time with use it will all even out and fit right! I told him that's not right and I wanted a refund. I spent $3000.00 on this couch and he said there was nothing they could do. My couch is no longer custom... they ruined it. It looks ridiculous. First picture included is before other pictures are after. I want my money back.

  

  Business response

  11/06/2023

  *****, 

     Thank you for your feedback.   I'm sorry everything too a lot longer than expected to resolve your situation.   I am pleased though that we were able to get the manufacturer to agree to have your item returned and have you reselect.  Return # *******OF65.  Returned November 3.   

  Thank you for your patience. 

  Sincerely, 

  *****

  Customer response

  11/14/2023

  [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.  However, this would not have been done if I did not contact the manufacturer myself and request their assistance in getting a refund. I refused the "reselect" as I will never do business with such a deceitful company.  They did give me a full refund as I was deserving of this, due to the fact that they delivered to me a couch I did not order in the first place.  Their customer service and communication skills are horrible, along with the way they treat their customers. The only customer service rep that was professional was JP (initials), he put everything in writing for me as requested and he responded promptly to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased close to $8000 worth of tables, chairs etc. When the bench came it was damaged I sent it back immediately. Waited a while to hear back from them, their solution was to repair it. I wanted them to replace it as I did not want a damaged piece of furniture when I am paying for a new one. They promised that it would be up to factory standards when they fix it. When it came two weeks later the repair color and finish was wrong and there was overspray in four or five places on the white legs and sides. They are coming back to try and fix it again, at this point Im even more frustrated. When I called them after I originally sent it back they were unwilling to compromise and at least maybe take some money off of a repaired item.

  

  Business response

  11/06/2023

  *******, 

     Thank you for your feedback on your purchase.   I'm sorry to hear that an item of your set was not finished properly.   We were able to work with the manufacturer and they are remaking the base of your bench.   Service Order 1101306TA96.    This will be a new base directly from the manufacturer.    Once this base is received in -- you will be notified to schedule the swap of the bases.   This will take multiple weeks as it is just going into production.    

  Thank you for your patience as this matter will be corrected by the manufacture. 

  Sincerely, 

  *****

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a couch from Steinhafels website on 02/13/2023, there was a defect to the couch, and a repair technician was out on 03/07/2023. The defective stitching reopened again in September. We contacted the company for another repair. The technician assigned to it called and said since it is a recurring issue they would need to replace the entire cushion. We were shortly contacted by a customer service agent who said that the company that made the couch was no longer in business, and that we would be able to reselect a couch (reselect amount being $169.95 less than the total we paid for the initial couch and delivery). We went to the brick and mortar store in ******************, and after looking at our options in the new pricerange, we were told we would still need to pay the difference, shipping, and taxes on the new couch, approximately an additional $300. We asked the sales associate and sales manager if we could just return the couch instead of reselecting, to which they said yes, and to set up a pickup date with ***************** The old couch was picked up on 09/24/2023. We contacted customer service on 10/16 and were told that our only option is to reselect a new item, despite what we were told in person. We can not get a comparable couch at the reselect value; and now the company has our couch, money, and are refusing to give us a refund.

  

  Business response

  11/06/2023

  ***********, 

      Thank you for your feedback on your LANE product.   We are sorry that we were not able to get the parts necessary to take care of your needs due to the manufacturer going out of business.   Please have processed the return today  0911307PV84 for a refund - -not a reselect.  

  Thank you for your patience and we hope you find success with your new set. 

  Sincerely, 

  *****

  Customer response

  11/08/2023

  [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. ↩