Steinhafels Furniture — Local services in Ashwaubenon

We took advantage of the Memorial Day sale at Steinhafels Green Bay location and ordered a Beautyrest mattress with an ergonomic adjustable base. The salesperson who helped us was Jimmy Peshek. Jimmy was thorough. He explained the differences in mattress construction and used a stress point analyzer to help us choose the proper firmness level. We also purchased a mattress cover that offered us an exchange privilege. The mattress and base were delivered and set up by a three person crew. Since our carpet was just installed, we requested they remove their shoes. No problem. They said they understood and complied. Once set up, the crew leader demonstrated how the remote worked and while the motorized base raised and lowered the mattress, he heard a “growl” from the motor. He said the growl is unusual and ordered a new base be delivered. No warranty issue, no paperwork, just a new base. Wow. The base arrived within a week and a different shoeless crew set it up and removed the defective base. After two weeks we decided to exercise the exchange option because the mattress was far to firm. It was a Sunday and we met with Paul, the floor manager. We explained the mattress was too firm and wanted to exercise the exchange option. He said exercising the option after only two weeks was unusual and that he didn’t have the authority to authorize an exchange. Paul said Steihnafels wants us to be satisfied with our purchase and introduced us to Brad, the store manager. Brad said that while he looked into the exchange policy, we might want to look at a different mattress. He said Jimmy was on the floor. Would we want to see Jimmy? No problem; we enjoyed working with Jimmy. We went right back to Beautyrest and selected a medium mattress. While waiting for Brad’s decision, Jimmy discovered an error in the delivery. We ordered a medium mattress, but we received a firm. He met with Brad and he authorized the exchange. The new mattress was delivered by a third shoeless crew. Even before the error was discovered, Paul, Brad, and Jimmy were courteous and they exhibited a “let’s see what we can do to make this right” attitude. The delivery crews were efficient and respectful. Steinhafels is our “go to” store for future furniture purchases. If you need a mattress,...

Disappointed and Frustrated – Poor Quality and Endless Repairs

I rarely write reviews, but after nearly two years of ongoing issues, I feel like I have no choice. I purchased two couches and signed up for the VIP care plan, expecting a smooth experience and reliable support. Instead, I’ve been caught in a frustrating cycle of poor quality and never-ending repairs.

The first couch broke within just a few months. It took over five months to get a technician out for the initial repair. Not long after that, it broke again. Now both couches are broken, and we’ve been waiting on two replacement parts since February. Once they finally arrive, we’ll still have to wait for a technician — and that’s a whole other issue.

The nearest technician is over 4 hours away and apparently doesn’t have the time to get to us. So why offer a VIP plan to customers in areas you clearly don’t have service coverage for? It’s misleading and incredibly frustrating. What’s the point of paying for a premium service if they can’t actually deliver it?

I want to be clear — the in-store customer service team and the VIP reps have all been friendly and helpful. The problem is the quality of the couches and the replacement parts — they are simply awful. I’m now looking at my fourth repair in under two years, which is completely unacceptable.

I’ve asked to return the couches for a refund or store credit so I can choose something else, but was told I’m outside the return window. Of course I am — I’ve spent most of my ownership time waiting for repairs.

This has been a deeply disappointing experience. I expected better product quality and more reliable support, especially under a paid VIP plan. I wouldn't recommend this furniture or the service plan to anyone, especially if you're not near one of their...

Once I actually got someone to help me the sales associate was very informative and knew a lot about the brand of recliner I was interested in. However, I was disappointed when I picked up the item by the pickup area as there was only one person (a little gal) there to load up this heavy recliner into my vehicle. The swivel base had also not been removed as I had requested, and the gal didn’t know how to take it off, so it was challenging to get into the vehicle as the recliner was heavy and awkward to lift with the base still on it. Thank goodness my husband was with to help load it into the vehicle. Since the base was still attached the recliner also had to sit upright in the vehicle vs laying down so was not ideal for traveling almost an hour. I felt the pickup service was not very helpful or staffed appropriately to load up a heavy item. The customer should not be required to help load an item as that could’ve resulted in damage to the item or possible injury to the customer. That’s something the staff should handle. Experience w/sales person was good, but pick up service less than impressive. I like the item I purchased but it did have a small fairly visible scratch on the leather which wasn’t visible when I inspected it prior to purchase (this was a display model) The recliner was wrapped in plastic so I’m unable to verify if the scratch happened at the store prior to pickup, or perhaps when it was being awkwardly maneuvered while trying to load it. Because this is a floor model the store will not do anything about it. It is sold “as is”. Disappointed with the defect but atleast it’s not in a very visible area on the recliner. I guess I should’ve insisted the base be removed for transport or stopped back after it...