Steinhafels — Local services in Oak Creek

I have been a customer of Steinhafels for many years. Unfortunately, nothing good ever seems to last forever. Earlier this year we decided to give our Living Room a makeover with new furniture and an area rug to go with it. Based on our previous experiences, we went into Steinhafels hoping to find what we were looking for. Since our Living Room is not very spacious and we needed an option without down because of medical reasons, our choices for a sectional were very limited which truly wasn't an issue. The employee who helped us was able to find an option that although very expensive met our dimensions and looks very well constructed, made here in the USA. What did bother me was that a lot of their options or at least the ones we were looking at were considered special orders. A very polite way of saying that it takes many weeks for the items you purchased to arrive. Ultimately, we liked our choice and decided to deal with the wait. One day after I called to check on the status of our purchase, we were informed that our items had been at the store and were ready for delivery so we picked a date and waited anxiously for the delivery. We were never given a reason as to why we didn't get a call to let us know our pieces had arrived. We picked the option of having the pieces placed on our porch since I knew I could handle it from there and truth be told was a cheaper option than the full service one. What surprised me was that when the truck arrived there was only one young man in it who didn't seem very capable of unloading our pieces by himself. As I attempted to come by him and help him, he tried taking one of the pieces off the truck by himself which caused the fabric under the sectional to rip. As I pointed out what had just happened, he gave me an option of waiting several days for a replacement which I refused. He then went to Waukesha and got me a replacement a few hours later. As soon as we got everything inside, we started noticing feathers and carpet strands around our Living Room floor. The pillows which came with the sectional are filled with down and the feathers are poking through and out of them. On top of that, the strands from the new area rug have been coming off as well. I called Steinhafels and spoke with one of the managers to express my disappointment and hopefully find a solution but all he could tell me was that the company that made the sectional only filled their pillows with down and that they couldn't replace the pillows with other pillows from a different company. He said that my options were to get other pillows on my own and he offered me a $50 credit for the inconvenience. Truth be told, I dont even know if I got the credit or not. As far as the area rug, I was told to continue vacuuming it and that it would stop losing its strands after a couple of weeks. It has been several months and I'm still finding feathers and strands all over the first floor and my son can't use the pillows to prevent an allergic reaction. I finally called them and stated that I was ready to come to the store with one of the pillows and the rug so they could see personally the mediocre quality of these items but the lady who answered told me they would send an employee to our house to investigate instead. I didn't know at what time this person was coming until I received a call from him about 30 minutes prior to his arrival. He pulled a few strands himself, saw the feathers all over the place, took a few pictures and left. Now I received an email stating that if I want, they can rewrap the pillows to hopefully stop the feathers from coming through and that the carpet losing its strands is normal wear. I guess it is normal for new carpets to lose their strands constantly or maybe just the ones from Steinhafels. It is sad when a company gets so big that they forget who got them there and how to treat them. People like me, customers who deserve to be treated with respect and care. I guess, if my name was Steinhafels like in the TV commercials, then maybe I would be treated like family. Time to look for...

Bought a new table in May of '18. In November a strange, flaking begins on part of the table. Was it scratched? no. But the finish is flaking off (looks as if it was a glue line or sap line in the wood). Come the beginning of the year and they also notice that the center of the table is not closing all the way - leaving a gap between the leaves.

Customer service sends out a technician, looks at the gap and says, well "these are mass produced and that's as good as it's going to get." We were confused because there is still a gap in the brand new table. "And this flaking, well, you must have scratched it" After trying to tell him (of course it's going to be a he said/she said situation...) that we did in fact NOT scratch it there, he said "well, I'll talk with my supervisor, he'll make the final call." Not much to our surprise, a week later we get an e-mail that the table top will not get replaced. Let's just say, we were very dissastisfied with this call on the tech and supervisors part. First of all, when is it ever okay in customer service to say "That's as good as it's going to get" and repeat it multiple times to us???? Beyond that, whether or not "it's mass produced" should not matter. We PAID for a table, a FLAWLESS table, and it certainly didn't have a gap or any flaking in the showroom.

So a week later we sit down to eat on our not so beautiful kitchen table, and notice that through one of the knots is a screw tip coming through THE TOP OF THE TABLE! I mean we have a child now, so not only is this not okay for adults, our child could get scratched from this. Are you serious Steinhafels?! Are all your tables mass produced with a screw tip coming through as well? Well, we called to find out.

Sooooo.. we call again. Luckily this time we speak with a very friendly customer service lady and we explain what the other tech had said (She was just as baffled as us!) and that NOW we have a screw tip coming through. She sent another technician out and thankfully he was much more receptive to the issues we had. He agreed that all THREE problems with the table were not okay and put in a replacement order for the table top. We were told that it would be in by the beginning of May and we would get an e-mail when the table top arrived at the warehouse.

Fantastic. Super satisfied with this (though still not satisfied with the amount of convincing it took)

But then... come beginning of June and no e-mail from the warehouse. We call and they say, "Oh yea, it's been sitting here for awhile. You can come anytime to come pick it up." This is confusing to us because we had the original table delivered to our house... so WHY are we in charge of returning the faulty top and bringing home the new one? It's not our fault it was damaged yet we are inconvenienced with returning it?!! Also, we never received the e-mail so how would we know that it was there?!

This Monday we go and pick it up and the warehouse guy gives us the table top AND a new base. We never brought the old base back because the e-mail we received said the replacement was going to be for the table top only. But we bring it home, because if he's giving it to us, it must be right....right?! Two hours later, the warehouse supervisor calls and says, "Yea, that was a mistake, he shouldn't have given you the base if you didn't bring the old one back." I mean, that makes sense, but NOW we have another inconvenience. We have to come BACK to the warehouse AGAIN to return the base that the warehouse guy mistakenly gave us. SERIOUSLY?! I'm pretty sure I laughed into the phone at this point because the amount of ridiculous and poor customer service we've had with Steinhafels in the last 6 months has been mind boggling to us.

We have never had this many issues with a company and will certainly be taking our business elsewhere next time we need to do a large furniture purchase. PLEASE pass this on to whomever needs to see this, because they need to know that there are some major gaps in customer service and quality of products with...

Update 7 March 17 Same day as last update. This is beyond unprofessional. I would have given up and taken my loss but the pure amount of time I've spent on this and effort must be brought to light for these predatory warranty practices on a bait and switch Ashley Furniture reseller couch. I am going to report this store and handling of this issue to steinhafels corporate. I just want my furniture fixed replaced or something addressed.

Update 6, March 17 week later 12-14 week parts order for same couch, parts they assured me were just wrongfully delivered and could be adjusted for a quick response. Pictured below

Update 5, March 10th Serveco tech submits paperwork from last month finally stating to look out for another email pictured below

Update 4, February 15 Serveco tech showed up out of time window, apologies and proceeds to do "inspection" which basically was flipping over each couch to take pictures of service tags. Listened to my repair issues and left all within 15 minutes.

Update 3, January updated address for tech to confirm parts delivery. Parts delivered to wrong address after confirmation. Fed up went to store manager saw posts and filled them in to what's been going on. Gets me with a senior level tech who will make a now 4th Serveco visit for the same repair. Still going thru proper channels.

Update 2, Added photo of text log from the number they asked me to text. still no response from the number they are asking me to text. Still wanting to fix this issue... Still 1 star. Please reach out to me.

Update 1, texted the number they told me to and havent heard anything back. Post stays up until they respond. 12/17/24

This review will remain up until a manager reaches out to me, the VIP Care platform is far from VIP. I purchased a sofa set in October of 2022 and within 7 months the couches mechanisms needed replacing. The tech informed me that the model I purchased and the one I received were different because of the metal they used. I purchased a resell Ashley furniture model they had in store in stock, steel enforced power recliner, sofa, and console sofa. All which had bends or broken bolts and needed to be replaced. The process is not easy. Their third party Serveco is a scam. They hire third party contractors to work for them based on the area so you get. A third party that uses unverified third party to repair, 14-16 weeks for parts seemed ridiculous but hey we had the ball rolling. It took 9 weeks to get the parts in and 4 technicians, 3 appointments, 2 days off work and they were still not in the same shape as when purchased. Finally the first tech comes back out and gets them to where I guess they are passable. Fast forward another year. Normal wear and tear but the main recliner had a seam tear which is posted below. And I'm getting a 14-16 week for parts delivery, what part are you delivering? It's a seam issue that just needs to be repaired. When calling the rep states since I had a previous claim that I'd have to pay if costs exceeded $250. But I already paid for the "warranty" so now here I am waiting for the 14-16 weeks for parts and have couches which are falling apart and no end in sight. Please steinhafels manager reach out to me, I want to make this right I've been a customer with my family for 3 generations and I feel wronged by this faulty service company and only you can save me. I hope this works... A long shot but hey... A once grateful customer who doesn't want to but might have to start shopping elsewhere...

I want to delete this ASAP. I still think there are good in this company. The people who work on site are always fantastic and a pleasure... I just wish their Serveco Vip wasn't so predatory and...