Steinhafels

My husband and I purchased furniture from Steinhafels in Vernon Hills, IL, about 5 years ago as the Crystal Lake, IL, location wasn't open yet. We had a great experience at that store and ended up purchasing a large sectional and kitchen table set. At that time we had also purchased their protection plan for the furniture since they had talked to us about how if you don't use the insurance throughout the 5 years, when it expired, you would get a credit back to be used in the store for the full amount that you paid! Sounded like a win-win to us... until now. I had contacted the Steinhafels customer service in March as I knew that our protection plan was almost up and we had moved to a new house since purchasing it. I had them update my address and was told that they would send the credit voucher to my new home and that they were a bit behind due to Covid. I was told that it wouldn't be sent until May. I didn't think much else about it until last month when I realized I never received anything. I contacted customer service again and they said it was sent to my new home in April, and is now expired. I couldn't believe it! I open ALL OF MY MAIL and I know it wasn't received! I was then told that I could contact the store closest to me and speak to them to see if they would honor the full amount. My husband and I went last weekend to the Crystal Lake location and explained that we never received the voucher and that if they would honor the full amount, which was under $350, we would buy a king mattress at their store since we are looking to replace ours (obviously we would be spending much more $ in their store as mattresses aren't cheap.) If they wouldn't honor the full amount, we were upfront and honest and explained we would then only use the credit amount in the store to buy something within the credit amount AND explained we would post our experience on social media. The manager said she couldn't go against their policy and therefore, here is my review. This is unfortunate as they lost a previously happy customer.