Steinhafels — Local services in Crystal Lake

I purchased 3 pieces of furniture here. First purchase was a couch and a week later l decided to purchase 2 accent chairs. I was told when making my purchase for 2 accent chairs that I would not have to pay an additional delivery fee. I ended up having to pay 3 delivery fee charges. Because Steinhafles could not deliver 2 of my pieces together and 1 was a special order. When calling the store number provided by this site it is impossible to reach anyone to talk to. I am stuck having to pay for 3 deliveries when I could have picked it up for $10 myself. I hate being lied. Steinhafles lost out on my purchase of my mattress and bed frame over delivery fees. Pity

UPDATE: So we never got the credit we were promised by Noelle. Steinhafels needs to train personnel. This is lying to get a sale. Pretty sure it is illegal. On another note, I have called customer service 3 times about our custom order chair. Noelle, the salesperson has yet to return a callback. I purchased 2 of the same chair but one was a custom fabric order. This week we took the furniture out of storage, and noticed that the chairs have 2 different leg styles and heights. My feet don’t even reach the floor with the custom chair. And to top it one leg is actually for the left side, as you can see the counter sunk hole if it is turned the correct direction. I am so glad we purchased our Aireloom mattress elsewhere. I don’t want this horrible, inadequate company to make more profit from me.

UPDATE AGAIN This is a copy of the message I sent corporate... I ordered a couch from Steinhafels a week later I decided to purchase 2 accent chairs. One chair was like the floor model and one was had a custom fabric order, First off the salesperson for the chairs, Noelle, told both me and my husband that we had to pay separate delivery fees for all deliveries however Steinhafels would reemburse us for 2 of the delivery fees. This never happened. I was told by both the store manager and apperenty the store owner that Noelle was wrong. Steinhafels employees NEED to be properly trained not to lie to customers for sales. Both my husband and I could have picked up the chairs whe they were ready for delivery, and we would have saved $400.00. When the second chair was delivered, first, I had to call to see where the chair was and what was taking so long. The chair had been sitting in a warehouse. Ridiculous! Secondly, to no fault of Steinhafels out furniture was placed in storage in the delivery wrapping because of a flood in our home. When the furniture was later place into the home it was noticed that the custom chair had different legs that the original chair. When sitting side by side the custom chair is 2 inches taller and the legs are thinner so they can not be cut down to match. Thirdly, on the custom chair one of the legs in the front is a right leg. If turned one can see the pilot hole for the screw, so this chair can not be sat on because of possible failure and the leg will break off. I called 3 times to customer service. I was told that Noelle would contact me ASAP. As this didn't happen I drove the 40 miles to Crystal Lake to talk to the store manager. I sent Doug H pictures on an email as well as a message to his phone. Doug informed me that it was out of his hands and I would need to be notified by a third party to come to my home and measure, order then come back a second time to install the proper legs. It has been over a week since I drove to Crystal Lake and NOONE has contacted me. At this point it is my feeling that Steinhafels just doesn't care about quality or customer service. Just lie to the customer to get a sale and to keep them quiet. What good is the extended warranty I purchased on all 3 pieces? At this point I want to return the 2 chairs and would like a 100% refund. I do not trust Steinhafels at this point and would never recommend this company to anyone. I have photos as does Doug from the Crystal Lake store. Please contact me by both EMAIL and phone. At this point I want proof of what Steinhafels says. I am adding this to my...

Unless you happen to be afflicted with a bottomless and aggressive form of self-hatred, I would not recommend purchasing anything from Steinhafels. Not sure how other people have managed to have a positive experience, as attempting to take delivery on the $2500+ worth of living room furniture I purchased has been the single worst consumer experience of my life. I don't write reviews, but I'm compelled to write this one lest someone else wander unaware into this web of ineptitude.

The furniture itself seems decent, although my coffee table is very wobbly and I'm not thrilled about that. The salesperson was nice and the purchase experience itself was fine. Everything I purchased was "in-stock" as opposed to custom-order and the sofa, chaise, and end table were available for immediate delivery; the coffee table, I was told, would likely arrive at the warehouse mid-week and I'd receive e-mail notification.

I purchased all on 3/9/19 and scheduled delivery on all but the coffee table for Sunday, 3/17/19. Got e-mail mid-week and followed link as to hopefully add coffee table to existing delivery, but that was apparently not an option so I scheduled a second delivery on the coffee table ONLY for 3/24/19. Moved my old furniture out the next day in anticipation of new stuff arriving, but did not get a call/text with my 3/17 delivery window as of early 3/17--logged onto my account to see that someone (NOT me) had taken it upon themselves to reschedule my entire order for 3/24 delivery without telling me. So I'd wasted a weekend sitting at home for no reason when I'd otherwise have gone out of town, and I'd now be going another week with nowhere to sit. Annoying, but I let it go.

On 3/24, my sofa and chaise delivered but I was informed that both my end table and coffee table had been damaged in transport and would have to be replaced and redelivered. Also, they forgot to bring me the throw pillows from the chaise. Very annoying. I can't take delivery during the week as I live alone and work 9-5 M-F, so now I'd wasted another weekend and would have to wait another whole week for the rest.

On 3/25/19, when I sent an e-mail to customer service politely complaining and asking about the status of my throw pillows, Christina apologized and promised to refund my delivery fee.

On 3/30/19, Steinhafels managed to deliver my (wobbly) coffee table and pillows but again broke the legs clean off my end table (they just screw on, so who knows why they don't ship it unassembled?) Drivers told me they'd have to again replace and reschedule delivery and I was pretty livid at this point--this time, the drivers told me it would be possible to schedule my delivery for 6 PM on a weekday so I wouldn't have to wait another week. Turns out (per the customer service rep I later spoke to) that they were wrong. No real surprise--no one seems to know anything about anything there or have any actual ability to rectify problems quickly.

I received 3 auto-calls on Sunday 3/31 confirming my Monday 4/1 delivery between 11:30 AM and 1:30 PM, which I obviously did not schedule as I wouldn't be home. No customer service on Sunday so I sent another, less-polite e-mail and got a call back first thing on 4/1. Another apology, another promise to refund my delivery fee (which I'd already been promised, of course) and finally I was offered the option of having the end table left on my front porch since it was already on a truck at this point. Not ideal, but I agreed out of desperation and finally received the table, which I then assembled myself. Was promised a call from the service department to see about a discount for all of my trouble.

Today is 4/3/19. No phone call from the service department and the delivery fee remains on my charge, although the first promise to refund was made nine days ago. I give up. They are...

WARNING: They will increase the prices multiple times in a week for same item. The couch I intended to purchase increased in only 6 days from $1,199 on 10/9/20 to $1,278 on 10/11/20 to $1,399 on 10/13/20 Pictures included in review show the change in prices

I do not recommend shopping here. Get promises put down in writing and make sure to bring on day of purchase. Also make sure to take pictures of furniture and price if not planning to purchase same day.

My grandma had recently purchased a sectional from here that I really liked. She purchased the sofa for 1,099 in July. I was hoping to purchase the same sofa in October and saw that they still had it available. It was listed at $1,199 on October 9th,2020, $100 dollars more than my grandma had purchased it for. I was okay with that price and had talked to Linda my sales associate. She quoted me $2,082 total for the price of the couch and delivery and we asked her to write it down for us and that we would be back Sunday (10/11/20) to purchase the couch. We came back on Sunday to purchase the couch but did not bring the paper where Linda had written the price and had to talk to a different sales associate, Sonja, because Linda was busy. When we purchased the couch we did not notice the large difference in price that we were originally quoted. We were charged 2,417.00. Upon noticing the difference we went back on Tuesday (10/13/20) and talked to another sales rep. She noticed that the couch price had increased from Friday to Sunday almost $100 dollars. So the couch was $1,278 on Sunday. The lady we spoke with was not very helpful and said there was not much she could do about the orignal price we were quoted. She told us we could come back and talk to Linda a different day even though we had already been back to the store 3 times. We instead decided to cancel the order entirely and upon walking out of the store we decided to check the price of the sofa again. It was listed even higher and was now priced at $1,399. So in a matter of 6 days they kept raising the price of the same sofa. And since July when my grandma had purchased hers, it had increased $400. That seems ridiculous to me. How would they change the price so many times in less than a week. I would highly suggest shopping for furniture elsewhere. Also no one called to followup or try and remedy the situation. It didn't seem like they cared if they lost a customer or not. If you do shop here, I would recommend taking pictures of the prices so that the same thing doesn't...