Steinhafels

What happen to Steinhafel's? They now have a 15% restocking fee that was never explained to us! I bought two night stands that came in two different boxes. I opened one box and found the color didn't match our existing furniture as we'd envisioned, so we took it back. They charged us $50.64 restocking fee, even on the unopened box. I don't understand? I picked up the boxes at the store and returned them myself - no delivery service, etc. I felt like we were taken advantage of, almost like double-dipping. I called the office after getting nowhere with the store. Got the same response... basically too bad for you, we're not refunding you anything, don't care how much you purchased from us in the past! FYI: I've purchased many things from Steinhafel's in the past - never again! They lost a customer for life! First thing out of a salesperson mouth should be, just to let you know we have 15% return fee on all merchandise. So buyer beware for this scam!

We purchased a patio table set from them a few years ago. It has about 6 tiles on the top and several got broke this last Fall. I contacted steinhafels and they said, not their issue, that I need to find the mfg and deal with them. Well, that patio mfg is out-of-business so my expensive patio set is now useless.
Point is that Steinhafels doesn't stand behind the products they sell or. Apparently, don't allows use strong reputable companies.

Based on this why not buy on the internet as you will probably get better service, much leess cost (there mark-up is crazy) and not need to deal with salespeople and poor management

In August my husband and I were looking for new furniture. We ended up buying from Steinhafel's because other stores (WG&R, VanVreede's, etc.) said it would be 8 months for pieces to be delivered. Steinhafels said we'd have our ordered delivered by Thanksgiving. Most recent update is the the full order will not be complete until April and who knows if that will even happen. The shipments of the various pieces have come in 3 different waves and they will not make a "no charge" exception despite the deception about delivery date and the multiple deliveries to make the order complete. Never again.

Bought the highest quality furniture they offer paid for deliver waited 6 months and they delivered it broken, someone put a cut in the arm,so it was damaged in their possession not just a mishap sitting from sitting on the truck. It took 3 visits(3 days off work to wait around for them to show, and wasted my time, being told they don't fix that brand in home, then not getting the parts in and not being booked for adequate time for them to "try" before someone actually tried fix it, but the fix was not up to the standards of a $******* piece of furniture. Then they drug me out for 6 months, telling me they are just jumping through the hoops to get a new one, then nothing...all lies and they avoid you at all cost. The managers don't return calls, and refuse to give you the name or number of anybody higher, and flat out tell you they will not take your calls or call you...once they have your money they don't care, your stuck with whatever crap they gave you. Kenosha was the store that we purchased from and wouldn't accommodate in a reasonable manner. Should have at least been reimbursed the shipping I paid for as they took no care of my pricey purchase.

Don't buy from them. Save you time and money and buy elsewhere.

I ordered a King Hickory sectional from Steinhafels in Madison Wisc Jan 2021, and paid the $10K, and was told it would be delivered in April. Then the date pushed to June, then July, then August, and now Sept. How is it possible to miss a targeted completion/delivery date by 5 months. I have called multiple times and they wont even let me talk to anyone. And yes, they just confirmed they are still selling furniture, that they know they cant deliver.

I'm very disappointed with the purchase of my leather Natuzzi recliner that was purchased from Steinhafels in April of 2022. The purchase was made because I was having a total knee replacement. The recliner worked for a very short time and of less than a month. I called Steinhafels service dept. a service tech came out and said he will order a new motor and push button. The chair has been useless to me and I have not been able to use it. I would not recommend any one making purchases from Steinhafels.

The customer service for Steinhafels is just as bad as their furniture quality. We purchased furniture for several rooms in our home and were so excited about our purchase until the delivery came and we were missing half of our order. The next delivery came days later (and required taking another day off of work) and there were two chairs missing that were now suddenly out of stock and we would not receive them for another month. Dealing with customer service to resolve this issue was a joke. I called several times over a span of two weeks trying to speak to a manager, each time being told I would receive a call back and never did. I had to continuously call until I reached someone. Fast forward 4 months and our furniture looks as though we've had it for 30 years. The back of the couch does not line up and looks deformed.
The finish comes of of the coffee and end tables whenever you dust (using the product recommended by their associates), putting any plates, cups etc leaves stains, even if they are not hot, the hinges from the tables have all been replaced already. Steinhafels sent an associate out to look at it to see how they can fix and/or replace and we were told it's normal wear and tear and there's nothing they will do. This company has terrible products and seeing as how they don't stand behind them or even bother to contact their customers unless you contact them several times implies that they know how bad their items are. I would not accept furniture from this store if it were free.

I've been purchasing from Steinhafels for many years as had my parents.
I recently purchased a Beauty Rest mattress and an upper end Luxury Base. The base was squeeking and I thought to give it a few months. 4 months in, I called to have it serviced. It took a month and a half. But when the gentleman came, he was very nice and tried everything he could think of to no avail. He said they would be calling me to arrange an exchange.
There was no call.
So I called and was told by customer service that I would have to contact Beauty Rest, Steinhafels did not stand behind the product.
I would have thought, especially with high end merchandise, that customer service would issue an exchange for a regular box spring with no issue.
Unfortunately that is not the case.
They do not stand behind this high end product.

Because of this experience (and multiple attempts to address the issue to no avail), I will be staying away from this business.
Customer Service to me is especially important when spending my money.

Awful product and awful customer service! They have attempted to deliver couches 4 times. First time no call no show. 2 other times the couches were defective. Never buy from them! #steinawfuls

Buyer beware! I purchased a beautiful dining room table out of clearance a few days before we closed on our new house. We pick it up a few days later and drop it off at our new house to be store until the big move. Steinhafels comes to deliver our new sectional and move the table into the house and when we unwrap the table we see 4 gashes in the surface of the table! The damage was not there when we purchased (we have pics to prove) and there was no damage to the wrapping on it. The delivery guys are witness and tell us to call customer service and indicated that it probably happened in the warehouse. For weeks I try to get an answer from customer service and nothing but runaround. Finally on 8/26 they send out a tech to do the repair. He checks out the table and says that it will have to be brought to the shop to be fixed. Today is 9/8,13 days later and no response! After holding for 33 minutes my call is finally answered. Now get this, the rep tells me that we were supposed to contact them after the service visit. WTF? Then she tells me that they are not going to fix anything! It has been 3 months since we picked up the table and we have dealt with nothing but run around and deferrals to be contacted later by another person only to get nothing but crickets!

Worst service experience ever!

Extremely disappointed with the purchase of a sofa and love seat. Sales associate told me that the latest my order would be delivered is at the end of Jan 2021. Every week I checked the site and the love seat finished date was pushed back farther and farther. I understand with restrictions and protocols due to covid, and the length of time that it takes to make these pieces of furniture that the wait time would be a while.

I put in this order on October 31st of 2020, and saw that my sofa is ready to be delivered. I made a call to a representative and asked about getting the sofa delivered early while I waited for the loveseat to arrive. I was told I was going to get charged the full $150 dollars to have the sofa delivered. I stated that I thought it was ridiculous that I have purchased these products and delivery in full, and the fact that I am supposed to wait until Mid-March at the earliest to receive both items. That is under the stipulation that the date does not change to even farther out.

I have purchased a few things from this company in the past and have had good experiences, but if you expect your customers to pay additional charges based on knowledge that the product would arrive near end of January, I cannot continue to shop here and will take my business elsewhere. I am unaware of how long these products will take to make and ship and there is no end-date in sight. I have been patiently waiting for over 3 months now, and no one can seem to give me an answer, or willing to work with myself as a customer even a little bit.

I bought a couch for $1700 a few years back. I was talked into buying the Guardsman protection plan. We had a baby and there were milk stains over the years. When we washed one of the cushion covers it ripped trying to put it back over the cushion. We called Guardsman to find out if our plan was still in effect. They said yes, until October, this was April, and they asked if something happened. We said, yes a cushion ripped, they said "we will cover that". Never did they say that they would document that phone call and start a 10 day countdown for us to fill out paperwork on the rip. When we reported the rip with the paperwork in September they came back and said they wouldn't cover our rip because we waited too long to report the accident. We contacted Steinhafels and they said they would report our issue to their lie-son which worked between the 2 companies, we were never called back. We called again and they guy we talked to couldn't help us, but said he would check to see if they had the fabric, he never called back. We went to Steinhafels and the manager said he couldn't do anything for us, except send out a repair technician. This guy shows up and stitches the rip together, that held for about 7 days. We went back to use our Guardsman rebate and were told we couldn't use it on repair fabric. Then we tried to use it on some lamps and they said we couldn't use it on accessories. I told them they could shove that Guardsman rebate up their asses. We will never be back.

Never buy an extended warranty!
We purchased a $3000 Natuzzi Leather couch. They convinced us to purchase an extended warranty which would cover repair or replacement for any damage for 7 years except damage from animals. Three+ years later a friend of our daughters embellishment on a pants pocket caught the seam of the couch and pulled the seam apart. We called about the warranty and were told they no longer used the warranty company and in fact they had switched warranty companies twice since we purchased it. Even though this should have been covered they no longer did business with this warranty company and our warranty was of no value. They would not do anything for us but said they could send out a repair person and charge us $200 for it. We called someone else and they came out and fixed it for $100.
DO NOT PURCHASE EXTENDED WARRANTIES. THE COMPANIES WILL BE GONE BEFORE YOU CAN MAKE A CLAIM AND STEINHAFELS WILL NOT DO ANYTHING FOR YOU EVEN THOUGH THEY MADE MONEY ON BOTH THE FURNITURE AND SALE OF THE WARRANTY.

Nov 2022 Purchase. We have purchased from Steinhafels scratch and dent area in the past with much success. We were always told why something was returned and never had an issue until recently. After alot of back rehab for past injuries, we needed to purchase recliners that were remote controlled (this is our second such purchase). When in the S&D area there were a few loveseat style recliners were deciding on. One stated a motor had been replaced, the other stated no issue at all. We decided to purchase the one that stated no issue. From the start the right side was slower at going up and down but worked. Then it started to work only sometimes and now it is stuck in the up position as the motor is shot. The left side, about two weeks after the right side broke for good, one day I was putting it in the down position, i heard something snap and the leg extension part of the chair dropped quickly and after investigation the metal support snapped off the frame -bad weld. We are a couple with no kids and no animals and although we are not skinny we are not too heavy for the loveseat we purchased. Customer service nor the managers of the S&D dept have been willing to help us at all - sold as is no returns I get it. But his is just poor quality and not really fair at all. Had the people that returned it stated the issues (I AM SURE THEY WERE HAVING) they would have at least fixed the motor prior to putting it back on the floor. My back is now in severe pain again because this furniture is the only thing i have to sit on in my small living room and I have climb in/out to/of my chair which is horrible for someone with a bad back. This has been overall a very disappointing experience and one that makes me know I will never shop them again. There is a two month timeframe between us getting it and it no longer functioning - this should be the exception to the rule it is clearly poorly made and not the usual quality they offer.

Beware of Steinhafels, I have purchased leather furniture from two other furniture stores over the last 15 years. Always had wonderful experiences. This has not been the case with Steinhafels. I received a leather couch last evening late in the evening. The next morning called Steinhafels, explained there were many many issues and defects with this leather couch. I sent them 12 photos of the couch immediately this morning. Spoke to their customer service support, was told that they would issues a FULL refund once the couch had been inspected and that would take about three or four days. They sent me an email showing a refund minus delivery charges and expect me to pay the $175 delivery fee for merchandise that is clearly, damaged, and should never ever been sent to a custom. It was damage that was viable without a doubt. But they shipped it to me anyway, knowing this. There were other issues also with the couch, the leather after sitting on it twice started to wrinkle ad the cushions foam or stuffing started to show lines through the leather. They offered to send a tech to repair it, I explained that you would have to recover over 70 percent of the couch with new leather. And a tech coming to the home could not possible fix all the issues. I told them it was not a case of, I did not like the couch and was returning it, it was a case of they sent a couch that had damage to it. I talked to three different people about it. They all said the same thing, it is not our fault the couch was delivered damaged and a very poor quality leather, that stretched and buckled on the first few times we sat on in in an hour. They said, we could ship another one, I told them, there is no way I would buy another couch from the experience I had with this one. Obviously there is no quality control with this company. So what they are doing it shipping these couches damaged and charging $200 to have you return them, even though it was no fault of your own. I am versed in purchasing furniture, I know what is a small issues and can even overlook some of those. This is not the case here. Be very very careful before you order from this company. My guess is they make a few thousand dollars daily just by shipping out returned damaged furniture over and over, and then the buyer has to pay their extortion fees. Again, This is not a company you want to do business with. Beware.