Steinhafels — Local services in Madison

This is a warning for those who get special orders from Steinhofels. Do NOT believe the sales people when they give you an estimate of 6-8 weeks for delivery.

We were getting ready to move into our new house and were about 8 weeks out. We were reassured that the furniture would be there in plenty of time so we didn't pay much attention to the contract stating that it could be up to 12 weeks or longer. We were made to pay a 30% down payment which was upwards of $900 and would not be able to cancel the order without losing it, until after 17 weeks without the furniture being delivered. The sales associate made us feel very confident that we would get our furniture at the end of January. Come to find out, I'm sure securing the sale and the commission were priority #1 for this associate.

We sold our old furniture, knowing that would be one less thing to move into the new house. We waited and waited to hear from the company to get a delivery date with nothing until an email came out on Dec 24th stating very generically that our furniture's status was mid February (10 weeks). We were not happy that this was just emailed without context or communication from an actual person. We emailed the store and they emailed back, when the sales associate called back she said that the actual status was still saying, in their system, end of January. We blew out a big sigh of relief and didn't worry about it until mid January rolls around and I'm curious as to why we haven't had a call about a delivery date yet. I go back to the status website from a previous email and it now says MARCH, which is 12 weeks from our date of purchase. We get the run around of emails and a manager who forwards the signed contract stating a "per my last email" (how annoying is that phrase) and "it clearly states that after 17 weeks you can cancel without penalty, blah blah blah."

Such great customer service and empathy. So we will be enjoying our new home with no furniture for 2 months. Thanks Steinhofels, you all really are...

Never will I shop at Steinhafels again! Me and my children pulled up to the store in a U-Haul truck. We had originally went to the back of the store to pick up some items I had purchased a couple days ago. At that time I had found out that we could not pick the items up until 4pm. So we went around to the front and when my children got out and headed for the door they were greeted by a Salesman asking were we there for a pickup? My son replied yes and the salesman replied there will be no pickups until 4:00 p.m. COME BACK AT THAT TIME. The salesman stood by the door as if he didn't want us to come inside. I asked the salesman was there anyway I could retrieve my stuff because I didn't have no one to come get it at 4:00 p.m. The salesman reply "no"and just stood by the door. So I politely walked around him, me and my children,and went inside of the store. He gave us a look like of shock as if how dare we walk inside the store. I've been to that Steinhafels numerous of times and I have never seen a Salesman come outside the door to give me any kind of information! Or basically block the door so that I couldn't come in! I felt so uncomfortable and racially profiled. Thankfully the salesman who helped me a couple of days ago was present when the situation occurred. He found me in the clearance section and apologize for what had occurred. He ask another employee to help bring my stuff out to the loading dock. I drove around to the loading dock and we all help put my stuff inside of the truck. I had originally planned on coming inside Steinhafels to purchase some additional items, but after that encounter with the salesman I definitely changed my mind! Steinhafels has really put a bad taste in my mouth. Never will I shop...

Everyone we encountered at Steinhafels was pretty nice. But what really annoyed me is that we were shopping with our infant. Once we finally picked out a couch we had to track down a manager and tell them we were ready to purchase. It took over 30 minutes to get the sales rep who originally talked to us. Meanwhile our baby is losing it and the manager was just looking at us. I understand the sales person needed their commission, but it was horrible customer service.

Once the couch and ottoman were delivered we did notice that it wasn’t the best quality. You could feel plastic tabs in the back cushions. It sagged in the middle. And then when I sat on the ottoman the legs snapped off.

I called Steinhafels and they told me the ottoman wasn’t for sitting on. Which seems crazy to me. I weigh 160lbs, so I don’t understand how you can build a piece of furniture that can’t support that.

At first they were going to send a technician over to look at the ottoman and sagging section of the couch. But then Covid hit, a few months later they said they would replace them but I had to drive the couch to their store and pick up a new one. By that time I had tossed the ottoman because it was huge and we had nowhere to store it. Now they won’t replace it and if I want a new one I have to buy it full price. Even though I sent pics when it broke and they ceased communication for months.

I clearly won’t be shopping their anymore. The quality isn’t great, but that is reflected in the price. I guess I was just surprised and how poor quality their products actually were. And then to add poor customer service on top of that, it’s just not worth...