Steinhafels — Local services in Downers Grove

I have had an absolutely abysmal experience with a couch my fiancé and I purchased at this location which is covered by their “VIP Care.” My dog threw up all over the couch on Aug 10. I reached out the following business day on Aug 11. They told me I couldn’t clean it at all except for dry blotting it. Fine, I followed their rules per the contract.

The latest a service worker could come out was Aug 28. 18 days of the couch festering in vomit and letting my apartment reek the entire duration. On the 27th, as I was leaving for work a man shows up unannounced saying he was here to clean the couch. I let him know that he would have to come back, because my appointment clearly stated the 28th and I needed to be at work. I called when I got home from work and they said they couldn’t get a service worker out for another few weeks. After being transferred to a manager, I was able to get a service worker out in the date of my appointment the next day. But not without the manager talking down on me, as if I was supposed to know it was a system error. The service worker finally comes out on the 28th, takes one look at it and says “yeah I can’t clean that, it’ll have to be replaced.” And leaves. He says we should hear back within 4 business days.

From there, we didn’t hear back at all until I reached out on Sept 12 asking what the issue was and where my couch was. They simply said “oh it was put to the wrong status in our systems, we’ll get that sent out right away.” Why was it in the wrong status for another 2 weeks?

Finally, yesterday i get an email from the supposed VIP protection ServeCo letting me know that my couch will be delivered in 12 to 14 WEEKS.

I paid good money for these couches and to be given the run around by rude customer service, no help from Steinhafels themselves, just to be out of commission for a couch for up to 14 WEEKS on top of the month + I’ve been dealing with this is insane. All I want is the protection plan I purchased to stop giving me the runaround, having me chase for updates, and just deliver my couch parts.

Love the couches, I’d love to hear back from somebody who can solve...

Tldr; INTROVERT FRIENDLY. Was able to do most the talking and order via text message with David. Best Tempurpedic deal I could find after visiting 5+ furniture/mattress stores Willing to work with you on deals (the price of tempurpedic is priced locked but can help you with possible store credit) Ask for David! He was so extremely respectful of us while there! Cannot recommend him enough!

We had gone from store to store looking at mattresses and eventually settled on a TempurPedic, mostly before even arriving at Steinhafles.

Steinhafles was our last stop of the day, and we nearly decided to skip it. That would have been a mistake!

Tempurpedic is priced locked, so you'll find the same price everywhere, Steinhafles, however, worked with me to get a good chunk of store credit and free delivery with free pickup of old mattress. Which was much better than what anywhere else would do.

MattressFirm actually told me that no one would be able to do what I mentioned Steinhafles offered and refused to even attempt to match (not that store credit at MattressFirm would be nearly as valuable).

In addition to having the best deal, I also had the best experience with David! He respected us much more than any other sales person saying whatever you want to hear.

He immediately offered us space, which as introverts was very important to us. When we did want his insights, he provided very knowledgeable answers and was extremely honest with his responses.

He did not push us to the most expensive beds or to anything we did not show much interest in, he simply respected us.

While we did not purchase anything while at the store. I made sure to get his information so I could place the order through him if I could not find a better deal. I could not.

The next day David and I worked out all the details via text message which was amazing. He definitely offered to call but personally I prefer text so that was fantastic.

All in all it was an extremely pleasant experience. David even let us know he was new so anything he was uncertain on, he went and confirmed before telling...

Don't buy here - they don't care about the customer once they have your money!!

I am writing this review to warn people to NOT BUY FROM STEINHAFELS and to express my disappointment in this company and its lack of customer service. On January 9th My husband and I placed an order with Muhammed Khan in good faith that this order would be delivered within 6-7 weeks. I specifically asked Mr. Khan if the lead time was extended would we be notified and he stated that we would be told if the lead time was extended. I completely understand the lead time issues this industry is facing - but to go from 7 weeks to 7 months with no warning is completely ridiculous without a call or a notification.

On February 10th, I logged in to the portal and saw that the current date is July of 2023. I thought maybe this was just a generic date, so I called the customer service line and spoke to Katie. I asked about the date and when she confirmed the timeframe of 7 months - not 7 weeks I stated I wanted to talk with someone about cancelling this order. She replied that was impossible and not able to be cancelled. I was sick to my stomach at that date, I was very upset that I was not notified that my chairs would now take 7 months to come in and not the 7 weeks that was originally stated. I cant even get a reason why.

I sent an email and was completely dismissed. Terrible customer service, no call from the sales person after the sale and he was copied on multiple emails. No call or communication from management either. I asked to have the part of my order that was in stock delivered and was told that it could be delivered but I would also pay for delivery again when the chairs came in. Completely unreasonable and shows that they only care about the dollars coming in and not maintaining customer relations. I work in the design industry and am always looking for great places to send customers looking for furnishings. I have already started telling my customers not to buy here.

Don't buy here - they don't care about the customer once they have...