Steinhafels — Local services in Town of Grand Chute

BUYER BEWARE- last July I purchased a sofa and a recliner from the Appleton area store. I purchased the warranty for both of the pieces. I told the sales person that we would be coming to pick up the pieces our selves so that they did not need to be delivered. When I got home and looked through all of my paper work I noticed that they charged me a delivery fee, so then I had to call them and try to get that taken off of my bill. Not once but twice I had to drive all the way across town to keep signing paper work that was not ready. No more than four months later my thousand dollar sofa was coming apart at the seam, someone came in and sewed it for me which I could have done myself, but non the less it was under warranty. So after all of this happened I told myself that I would never buy anything from them again. Until just recently when I needed a new mattress steinhafels was running some good deals, so I thought that I would give them a second chance. My husband and I went and checked out mattresses and purchased one that day. We purchased a serta firm hybrid with a adjustable base that cost me $2,000 ( the more you spend, the more months of financing you can get.) the model that we laid on felt awesome so we bought it. they delivered it a week later and the first night that I slept on it, it felt nothing like it did at the store. So needless to say I was very unhappy. this is my fourth matteres set that i have bought as an adult and I have had no problems with them. so now because I did not purchase their $80 matteres pad, I can not return it. What type of business makes you buy a mattress pad for $80 when you can get a really nice on from walmart for $40. Also if ion from walmart wanted to return the mattress there is still a restock fee. Did you Know that you can not resell a mattress once someone buys it! I received a return call from a store manager within 24 hours to talk about the matter of me possibly wanting to do a return and the compromise she came up with was that even though i did not purchase a pad from them before i got my mattress she was still going to let me do that so I could return the mattress if I wanted to. I had already bought a $40 one from walmart and me showing proof of the receipt would not be enough. Thanks but no thanks steinhafels. Now i'm done...

Please read their customer service policies VERY closely. Steinhaels does NOT stand by their merchandise, and their willingness to work with the customer to remediate issues is very limited and not generous.

First, when purchasing a new dining set, I opted for customer pickup because I didn't need assistance with moving or assembly, and frankly 130$ for in-town delivery was a little on the pricey side. In order to accommodate this pickup I rented a vehicle for the job. ON the scheduled pickup day, I received a call that part of my order was not in, and they requested a two day delay, which I accepted. Requiring me to coordinate the rental vehicle again.

Second, upon pickup two days later, the portion of the order that caused the delay was STILL not available at the store (of which I was notified only upon arrival). This, at a minimum would have required coordination of yet another vehicle for pickup.

Finally, upon receiving the first potion of the order, I began to assemble the table and noticed that corner of the dining table frame was defective, where the frame was warped away from the tabletop and missing screws. Upon reaching out to customer service, they did offer me a replacement, however, they absolutely refused anything in the way of delivery. If I was to get a replacement it would be up to me to product transportation and exchange of the merchandise. After one e-mail, two calls, and an online chat, it was made clear to me that "merchandise is provided to the customer the way it's received by Steinhaffels". Here are a few direct quotes from the customer service representative "I am not saying that we give out damaged products because we don't intend that to happen, I am simply saying there is a risk since we don't inspect items set for pick up by the customer." and also "The customer picks up and assumes that risk. We offer premier delivery to eliminate that risk."

Please go in fully aware of their customer service policies, I was most definitely not satisfied with...

We recently had a very poor experience at Steinhafels, at the Appleton location. My wife & I had been looking for a sectional for some time and finally found one that we both liked and went ahead with the purchase from Steinhafels. At the time of purchase we weren’t quite sure which sectional configuration would best fit our living space but the salesperson stated that if you get it set up and don’t like it that Steinhafels would do everything to make things right. The delivery people came and set up the sectional but the configuration did not fit our living space as we had hoped, (honest mistake ordering the wrong configuration) we then contacted the salesperson and told her that the sectional configuration was not correct and we wanted to order a new configuration that would better fit our living space. She then started that she could order the correct pieces but their would be a restocking fee of 15% on the returned pieces. I asked her if there would be another delivery fee and she said that she would take care of that and there would be no additional delivery fee. Long story short, after speaking with the store manager turns out we were going to be charged another delivery fee, the manager said that the salesperson did not have the authority to waive a delivery fee. In the end Steinhafels was going to charge us another $400 to get the sectional in the correct configuration. So instead of paying $2500, they now wanted us to pay $2900. In the end we decided to return the entire sectional, but in the process had to eat $475 (restocking fee) of our hard earned $$ for an honest mistake. We were promised things from the salesperson that she couldn’t deliver on (lies to make a sale). We have now sent two messages to Steinhafels asking for a refund of our $475 but have not gotten even a simple response from as of yet. If they do not respond and make things right we will never do business with them and will be sure to let our family and...