Category: | Furniture Store |
Address: | 569 N Milwaukee Ave, Vernon Hills, IL 60061, USA |
Phone: | +1 847-281-0050 |
Site: | steinhafels.com |
Rating: | 3.9 |
Working: | 9AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 9AM–9PM 10AM–6PM |
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Tracy McCarthy
Horrible experience! Terrible customer service! We spent $3500 2 years ago on an electric reclining leather couch and loveseat. We spent the extra $500-$600 on the 5 year warranty because our salesman said "You have to have this - especially if you have dogs! They cover everything". About 4 months ago, the leather started peeling off the seat back (where the middle of your back would touch). The recliners started kind of "rocking" in place. We were disappointed with the fact that this happened in such a short amount of time considering that we went to Steinhafels (and spent considerably more than we would have at a "discount" furniture store) primarily because of their reputation for well-made furniture. I called the store to place a claim using our "great" warranty. They said "Oh! After a year, we dont have anything to do with that - its up to a 3rd party company (Guardsman). Now, that would have been good information to have when we bought the furniture, but I contacted Guardsman. After 2 very long phone calls, I opened a claim. They sent me an email with a LIST of instructions - Take pictures, specific resolution and size, add a ruler or a quarter in the picture for perspective, log into their website and upload X number of pictures, write a detailed explanation of everything thats wrong. I did all that, then I had to print out an agreement, hand sign it and mail it (via snail mail) to them. Customer Service at Guardsman leaves a LOT to be desired. After about 2 weeks and no phone call, I received an email that none of my claims were covered (including the reclining mechanisms) due to "normal wear and tear". I went back and forth with them, but since they dont really care about customers who gave their business to Steinhafels vs any other company, they flat out refused to do anything. Seriously? Normal wear and tear is for the leather to peel off of your furniture after 2 years? We didnt do anything other than sit on it occasionally. So I called Steinhafels and talked to them (3 times) and argued my case that this was NOT normal wear and tear. It was poor quality and craftsmanship. I asked to speak to a Service Manager. After another follow up call asking why no one has contacted me yet, the customer service person told me that I hadnt sent them any pictures (which they never requested). So I uploaded the pictures (again). Waited and called again. Finally they scheduled a Service person to come out and look at the issue. The guy showed up (very friendly) and said "yeah, thats not normal". He also checked the recliner mechanism and said "sometimes I can fix these onsite, but this one is pretty bad and probably needs to be replaced". He said hed send (more) pictures and a write up of his visit to the company. A few days later, I got a short email from "Customer Service" saying "This is not covered - its due to pet damage (which its not) but that they will refund my cost of the warranty". I replied to the email and said it had nothing to do with pet damage and what about the reclining issue? Crickets. I called and got a VERY rude customer service person who said "They made their decision, youd have to go all the way to the head of customer service" I said "Ok, fine. Have him call me". He rudely agreed to put in a request for a call. I got another email the next day saying exactly the same thing "This is due to pet damage". NO ITS NOT! The brown coloring is gradually peeling off of the leather. The recliners rock back and forth - That has nothing to do with our pets!!! I have since called and emailed 4 times requesting to talk to someone that will listen to reason and maybe have some respect for their customers and pride in their service. I did get an apology email for not calling about 4 days ago saying they would have someone contact me right away. Ive since sent 2 follow up emails with no response. Stay away from this store! They will make promises - until you give them your $$ and walk out the door. Spend your hard earned $$ somewhere else!
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Austin Bentz
First off, Im not one to leave reviews, but my frustration with Steinhafels has reached its peak. The only reason its getting two stars instead of zero is because the in-store representative was nice. But that was where any semblance of a good experience ended. The delivery and subsequent customer service was insultingly bad. First, I was given two hours notice that my scheduled delivery date had to be rescheduled because their truck was broken down. Not ideal, but they agreed to come the next day. When they finally did, they dragged my mattress and box spring through the rain and across the wet pavement to the cargo elevator of my building. To load the mattress into the elevator, the delivery person proceeded to use his boots to kick my $1100 item. Upon getting it into my apartment, surprise surprise, the foot of both the mattress and box spring are soaking wet and muddy. I was told that I would be contacted by Steinhafels to arrange a replacement delivery. While the initial email I received after this just said the mattress was now out of stock (flash of anger), the next email confirmed a replacement delivery for the next Friday, between 2:45pm-4:45pm. Mind you these are work hours so I had to change my schedule to accommodate. That Friday finally arrives, at 6:45pm, and all they have is a replacement mattress and my dirty, stained box spring is still sitting in my apartment. At this point I felt the need to let Steinhafels management know about how upset I was at my experience, mainly to give them the opportunity to resolve this issue before publicly expressing my dissatisfaction (on Yelp, Google, etc). After sending a formal letter of complaint, I received a voicemail from a gentleman named Troy at 4pm on a Saturday stating that unless I called him back within the next two hours, he would be out of the office until Tuesday. I assumed I would receive a follow up call when he was back in the office, but that again was a foolish assumption. By the time Thursday rolled around I called him back (which felt backwards to me), but I only got a voicemail. I left a message asking to be contacted again. Here we are, almost a week later, and Ive still heard nothing from anyone at Steinhafels. So here I am, almost a month after the initial scheduled delivery, with a dirty and stained box spring and receiving no support from the company after spending $1100. Oh and did I mention that the bottom side of the replacement mattress they sent me is ripped? I had the joy of discovering this after the delivery men had already left. I wish I could upload pictures here as I have pictures of all of this. Please be warned. For what you are paying for, you will get a severely inadequate level of customer service.
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Andrew Cwick
Well see how this all ends up, but as of right now, has been an absolute nightmare... Received our almost $3,000 sectional over a month ago. Was damaged upon delivery, so we couldnt connect the sectional together if wanted to or if we even had the hardware to do so(theyve forgotten it 3x now). Then after having the set in for a couple days began noticing the build quality of the set being extremely poor. Ripped seams, stuffing coming out, loose fabric & my personal favorite? The chaise cushion is almost a foot too big for the chaise itself, so it sticks out probably about 9" from the end of the actual chaise. Id be even more pissed, if it werent so comical. How could nobody notice this? Im assuming they truly just didnt care... Now after over a month of dealing with these issues, having a "tech" come out, were getting a replacement, but nobody can confirm that the replacement set will actually be any better than the set we currently have! It was take a gamble, have the set replaced, or the option? Return in entirety & pay the original freight cost(from when they damaged the set), along with the fee for them to come pickup their damaged/defective furniture. As mentioned above, I will update this review if they decide to step up & make things right, but as of now this experience has been an absolute nightmare...