Steinhafels — Local services in Kenosha

Absolutely horrible experience with this company. We purchased several pieces for our home, including a leather sofa, which ran around $1800. We have a cat and a dog so we purchased the VIP pet insurance on the sofa. We also ordered an expensive Danish-type leather chair with an ottoman and after 2 years, nearly all the leather finish has come off and it looks like hell. Of course, they don't care as we didn't buy the warranty for that one. However, the sofa is another story--we paid extra for the VIP pet plus protection warranty and when I first turned in some scratches our cat made, they told me the scratches were not deep enough and to contact them when they were. We had more scratches, I contacted them for that, and because the entire sofa began sagging into the floor it became painful to sit on. It took about two months to get anyone to look at it and when a tech finally came out, he said the sofa needed to be replaced. He was supposed to contact us in 2 to 3 days--never got back to us. Meanwhile, I contacted Steinhafels and they were supposed to contact the company, they did, but nothing happened. I had to file a complaint with the BBB to finally get someone to tell us that they were ordering new foam cores for the sofa, but nothing about the scratches. Finally, after contacting Steinhafels and VIP warranty company at least a dozen times, we were told they won't fix the scratches or replace the sofa because the scratches occurred over more than one day! We have a number of pieces we plan to purchase for our home, but you can bet Steinhafels with their rip-off warranty will not be on our list of furniture stores. Today they are sending someone to replace the cushions, which are attached to the sofa and replacing only the seat covers--meanwhile the rest of the sofa is scratched. Every single piece of furniture we have purchased from Steinhafels in the past 3 years has been horrible. Well Serve Pro WAS supposed to come today. I canceled all our plans as they refused to give me a time so i had to leave the whole day open and then they did not bother to come. We have been waiting over 6 months and they canceled today and rescheduled. This is UNACCEPTABLE TREATMENT

My husband called back the store owner several times, left a message, no return call

*12/21/24 update. After speaking with Bill Schulz, the customer service manager we can confidently say to never buy another item from Steinhafels. He admitted that the salespeople can lie to you, tell you anything to sell the product and the warranty, all the while knowing that they will not stand behind their products. We were repeatedly lied to by Steinhafels and by VIP insurance. I have never witnessed a business run so poorly as this one. The customer service manager Bill Schulz does not care about the lies, he never offered to have my husband speak with the store manager and never offered to make any restitution for the issues we have faced with every single piece of furniture we have purchased in the past 3 years. This place should...

If only I could give them 0 stars...This would have been our 3rd time coming back to Steinhafels' for our furniture needs. Ten years ago, we purchased a dining room table set that had the capability of adding 2 additional leaves to the one that it was purchased with. Our family has grown over the years and we have been trying now for 7 months(Dec. 2023) to work with this company to get a leaf extension. We have spoken to at least 4 different associates to try and get something worked out.

Weeks would go by and I would have to reach out to get answers. The first associate, Karen made me think things were ago for a little while. However, after 5 months of trying to get in touch with her to get updates/pricing, she blew me off completely. By the beginning of June, I was in contact with Katherine and Peter. Things seemed positive when we spoke initially. I made them aware that matching color/stain/wood grain was not a concern, all we wanted was the additional space and to be able to use the table we paid a pretty penny for.

It is now July, another month has come and I have heard absolutely nothing one way or the other, so I reached out to customer service today (7/9/24). I get a simple apology, sorry we didn't contact you but we can't do it. The colors and wood grain would not match is what I was told in this very short email. I even sent a quick reply back that those characteristics did not matter to us, we just need the space and this is still not possible? Blown off again and have heard nothing in response. Not even, I'll double check, look into it and get back to you. Nothing. This whole time I have felt like I have had to hunt people down to provide me with some kind of answers and here I am 7 months later, a quick sorry we can't do it is what I get.

One of the main reasons we purchased this table 10 years ago was the ability to order at any time an additional leaf extension; this is what we were told by our original sales associate 10 years ago. I honestly feel that this company does not care at all about our needs for this table leaf extension probably because it is not a large money maker for them.

So, now I am left with possibly having to sell our table and purchase a completely new one that will fit us. After going through this headache, I will say that my family and I will never purchase from a Steinhafels' again. We also will not be recommending our family and friends to purchase anything from a...

The sale of my couch & chair was awesome. The woman who helped me was super friendly and took her time listening to my needs. She helped me find the perfect furniture. Delivery on my couch was awesome. Experience with my chair, not so much.

Worst customer service ever!!! Have a delivery window they aren't making. Was told by Scott "my delivery will get there when it gets there & delivery time windows are ESTIMATES. When I asked to speak to A manager, he told me there wasn't one to talk to. I asked if I drove to the store right now & asked for a manager, there wouldn't be a single one on duty? He then said "no delivery manager is here, the other managers can't help you. I COULD have the drivers call you." Not, I WILL have the drivers call you. Nice how his story changed! Have waited 5 months patiently for my furniture to arrive. I'm told drivers are on stop 5, I'm 8 @ 5pm. I won't get my delivery till whenever they decide per Scott. He CLAIMS they continue to deliver even after the store closes. Hmmmm not sure if I believe that since he lied already. I told him they were f'ing (pg version) ridiculous & hung up. I've purchased my couch & all my beds from this specific store for the last 15 or so years. Rethinking any and all future purchase needs. Edit: call back about 10 mins later to see if these drivers were going to call. Phone rings, get put on hold right away (music), no answer. After a minute or so, phone rings & again put on hold. Waited 5 more minutes & surprisingly the drivers call & say they were 10mins away. Waited on hold a bit longer, phone rings & get thrown on hold AGAIN. Never answered. I hung up. It's amazing how I went from stop 8 & "getting my chair whenever" to delivery was taking place in 10 minutes. called back cause I had my dates mixed up on the tech coming/scheduling appt, was kind of a jerk to the guy, feel a little bad now brought up other interesting information. Was told "there's nothing a manager can do any different" - or something like that. When I (annoyingly/rhetorically) expressed that I'm going to have to wait another 5 months to get my chair back/new one if the tech can't fix the issueS, I got a whole 'global shortages' issue. Yeah dude I know, hence why I had to wait 5 months to begin...