Steinhafels — Local services in Menomonee Falls

I have been shopping here for years and years. Probably 8 years ago or so I purchased a few large items with the warranty. When it came time to use the warranty the process was so so so awful and impossible that I NEVER was actually able to even file a claim. I spoke to many many many reps over the phone and in store. That was my first experience. I loved the jumbo chair. The customer service was a 0/10. Literally. I took a break from steinhafels for a few YEARS I was so upset.. I gave them another chance a few months ago! I ordered a huge sofa sectional with that ottoman and spend thousands of dollars on this. Before I purchase these items I talk to you the sales representative about my previous frustrations with the warranty and was assured that the process is new and improved and extremely easy! Unfortunately, that’s not the case!! I’m so frustrated!!! I filed a claim months and months ago and have yet to receive our new ottoman that has already been “approved” in writing by the steinhafels insurance group! I have reached out to the insurance company and it directly to Steinhafels several times and still have yet to receive the new ottoman. I called again yesterday and was told that it hadn’t been delivered because we all a fee which I had no clue about. They emailed me a link with the fee which was approximately $140. I questioned this fee obviously and was told that although the Ottoman was approved to be replaced that there charging a delivery and set up fee which is that phrase. To me that seems ridiculous especially as there’s nothing to set up with the Ottoman… I voiced my concern and the lady over the phone told me that she could change the fee to $30 instead of 140 if I don’t need help setting it up. Okay, so I paid that yesterday MORNING. Then I said when can I expect this to be delivered and she said (Bailey) it’s actually in stock at one of the locations near me and that they would reach out to me via email to give me a two hour window where they could deliver it tomorrow which would be today. I canceled plans and made sure I stayed home all day. I continuously checked my email never got an email. Once again I call Steinhafels Menomonee Falls which is the closest store to me and talk to Lydia. Lydia Said that it in fact is not in stock and wouldn’t be delivered until November sometime. Today is October 1. Once again this is just adding to my frustration. I tell Lydia I do not understand what is going on as I just talked to Bailey yesterday who confirmed it is in stock at the Waukesha location and would be delivered today.. I told lady I wanted to talk to a manager she said she would email her manager and they would call me when they are available. Hours later I get a call from Steinhafels. It’s Lydia calling on behalf of the manager! Lydia stated that due to me not paying this fee before 10 PM it was taken off hold and now I am on the waiting list for this ottoman which is expected to be delivered in November. I have email confirmation proving that I paid this fee at 10:41AM!! I told Lydia this and make sure she understood that I have it in writing showing that this was paid before 10 PM in fact 11 1/2 hours before. She then stated she was going to email the manager once again requesting that they contact me and she reiterated to me that this item was taken off hold due to non-payment In time..

I have three small children at home. I am an emergency room nurse working through a pandemic and putting in on average of 130 hours every 2 weeks… I do not have time for this!!!! I am officially done with steinhafels. At this point I would not recommend this company to anyone I care about.. it’s non stop…...

Terrible Customer service- I ordered 3 pieces of furniture and was told since I spent over $299 I could have my items drop delivered for no charge it’s called an in carton drop off where I would have to put the items together and move them inside the house. Excellent, as I am able to assemble the items and could save some of my hard earned money. The items were delivered- I started opening the boxes and one of the end tables was badly damaged. I called and spoke with customer service, she asked if I could email her the pictures so “they believed her” strange… she scheduled the pick up and delivery for a few days away on my day off and that was that. The next day I receive an email (should have been a phone call) that stated if I wanted the replacement delivered that I would have to pay a delivery fee of $139 because all exchanges and returns for a carton drop are the customers responsibility. I replied pretty stern because as the customer I was dumbfounded as to why I should be responsible for going to the warehouse for a replacement item that was broken. I have already spent my time and money with them and it was their turn to fulfill their commitment to me, which is to deliver the furniture I ordered Un-damaged!! I asked for a phone call to discuss, again I received and email this time with the drop policy which states any returns or exchanges must be done by the customer. I picked up the phone and called the customer service after explaining to the customer service person she kept telling me it was their policy. I asked to have the issue elevated to which she replied it won’t matter “they” won’t call you back, “they” will tell me to call you and tell you the same thing. I am completely speechless.

I am not trying to return the item because I changed my mind. I am not trying to exchange the item because I changed my mind on the color or size. I just want the damaged item replaced!!

While shopping, we were approached by at least 5 hungry salespeople. One of them even apologized saying how slow it’s been… well perhaps if they treated their customers right there wouldn’t be the need for employees to tell customers it was a slow day!

Save yourself and your blood pressure and go to Ashley’s Furniture at least there if something is damaged they follow up with phone calls to ensure you’re satisfied. This company could care less. Wonder if that is how Mr. Steinhafel wants his customer to feel? I wouldn’t know because I was not allowed to speak to anyone other than the person who answered...

I purchased a matching table set (coffee table, sofa table, and end table) from Steinhafels in mid Jan 2022. At the beginning of March 2022, 6 weeks after we picked up the product, I called to request a replacement or refund due to a manufacturer defect in the metal coating. I sent 10 pictures in an email to the customer service department as requested. A phone rep told me a service tech had to come out and she scheduled him for 3/31. His name was Jacob. He noted immediately that the tables had defects. He said there was likely no way to fix it reasonably. He said he would note in his report that the metal was chipping and that customer wanted a refund or store credit. On 4/3 2022 Steinhafels customer service rep emailed that they would do nothing. They "stand behind their products". I said that isn't acceptable and they should not sell stuff that chips within 6wks of purchase. They said it was customer damage. I said absolutely not. They lied and said the tech wrote it in his report. I know he didn't and I asked to see the report. They refused. I asked both by phone and by email to speak to a manager. They refused and said they have no manager to connect me to. What business doesn't have a method to escalate consumer complaints? That's absurd. I provided my number and insisted that a manager contact me. I've heard nothing since. I filed a report with the BBB and notified the service tech that the company is saying he blamed "customer damage" in his report, which I know isn't true. See the photos of the chipped metal edges and legs plus the bleached spot on the wood part of the table. This is within 6 weeks of purchase.

**Update: Someone from Steinhafels responded to my review saying they couldn't find my account information - but let me assure you they know exactly how to find my info. We've exchanged 15 emails, I have one voicemail from them, and I've called multiple times since Sunday. Also, the solution I was offered today (after I contacted the manufacturer of my furniture directly and they reached out to Steinhafels) was a gift card towards a future purchase. So, I have to keep my defective items and they want me to spend more money in the store! Not a chance. I urge readers to shop elsewhere. The salespeople may be kind, but once you have the items...the nightmare begins. Shop anywhere...