Steinhafels — Local services in Vernon Hills

Horrible experience! Terrible customer service! We spent $3500 2 years ago on an electric reclining leather couch and loveseat. We spent the extra $500-$600 on the 5 year warranty because our salesman said "You have to have this - especially if you have dogs! They cover everything". About 4 months ago, the leather started peeling off the seat back (where the middle of your back would touch). The recliners started kind of "rocking" in place. We were disappointed with the fact that this happened in such a short amount of time considering that we went to Steinhafels (and spent considerably more than we would have at a "discount" furniture store) primarily because of their reputation for well-made furniture. I called the store to place a claim using our "great" warranty. They said "Oh! After a year, we don't have anything to do with that - it's up to a 3rd party company (Guardsman). Now, that would have been good information to have when we bought the furniture, but I contacted Guardsman. After 2 very long phone calls, I opened a claim. They sent me an email with a LIST of instructions - Take pictures, specific resolution and size, add a ruler or a quarter in the picture for perspective, log into their website and upload X number of pictures, write a detailed explanation of everything that's wrong. I did all that, then I had to print out an agreement, hand sign it and mail it (via snail mail) to them. Customer Service at Guardsman leaves a LOT to be desired. After about 2 weeks and no phone call, I received an email that none of my claims were covered (including the reclining mechanisms) due to "normal wear and tear". I went back and forth with them, but since they don't really care about customers who gave their business to Steinhafels vs any other company, they flat out refused to do anything. Seriously? Normal wear and tear is for the leather to peel off of your furniture after 2 years? We didn't do anything other than sit on it occasionally. So I called Steinhafels and talked to them (3 times) and argued my case that this was NOT normal wear and tear. It was poor quality and craftsmanship. I asked to speak to a Service Manager. After another follow up call asking why no one has contacted me yet, the customer service person told me that I hadn't sent them any pictures (which they never requested). So I uploaded the pictures (again). Waited and called again. Finally they scheduled a Service person to come out and look at the issue. The guy showed up (very friendly) and said "yeah, that's not normal". He also checked the recliner mechanism and said "sometimes I can fix these onsite, but this one is pretty bad and probably needs to be replaced". He said he'd send (more) pictures and a write up of his visit to the company. A few days later, I got a short email from "Customer Service" saying "This is not covered - it's due to pet damage (which it's not) but that they will refund my cost of the warranty". I replied to the email and said it had nothing to do with pet damage and what about the reclining issue? Crickets. I called and got a VERY rude customer service person who said "They made their decision, you'd have to go all the way to the head of customer service" I said "Ok, fine. Have him call me". He rudely agreed to put in a request for a call. I got another email the next day saying exactly the same thing "This is due to pet damage". NO IT'S NOT! The brown coloring is gradually peeling off of the leather. The recliners rock back and forth - That has nothing to do with our pets!!!

I have since called and emailed 4 times requesting to talk to someone that will listen to reason and maybe have some respect for their customers and pride in their service. I did get an apology email for not calling about 4 days ago saying they would have someone contact me right away. I've since sent 2 follow up emails with no response.

Stay away from this store! They will make promises - until you give them your $$ and walk out the door. Spend your hard earned $$...

Very disappointed with the customer service. We've purchased from Steinhafels multiple times in the past and haven't had to return or repair product. Having now gone through this and having reviewed the other comments here, its pretty disappointing to see that customer service is not a priority for this company.

In short, we purchased a cabinet that came with a warped door. Steinhafel sent a technician that confirmed the door was warped. A new door was ordered. This is where the issue began. The new door would have to be picked up as we did not originally pay for delivery. Ok, not a big deal. However, the new door did not fit as it had the wrong hinges. Steinhafel offered to order a whole new unit. Great except that I would have to take further time (and that of a male friend due to weight) to reload the current cabinet, return, pick up the new cabinet, take home and unload. Plus, this would be my second Saturday morning to Steinhafel to correct their mistake.

Steinhafel policy is to handle all returns, defects, etc in the manner that the customer originally chose, even if they send damaged goods twice. I'm at a loss, how are they unwilling to help fix the problem by offering free delivery? After multiple attempts at further phone conversation, I've been told a manager will not review my case any further and decisions had been made at the top by "the man whose name is on the door". Thanks, Mr. Steinhafel. Would be great if they wanted to correct the situation following this review.

Beware of any damaged goods. If you pickup, unwrap everything on site. It's a complete pain but will save you in the long haul. Or maybe consider a competitor.

UPDATE Heard from Steinhafels which is nice but still no help. Read the transcript for yourself:

4/30/2018We're sorry to hear this, Mike. If you'd like, please direct message us your customer information so we can look into this. Thank you. 5/1/2018, 9:05 AM Thanks for the quick offer to connect. My name is Mike Schultz and phone number is 847.732.0709. This is the same number for the order in question. 9:05 AM 5/1/2018, 9:40 AM Danielle D. Danielle D.

Hi Mike, we see we did offer the half delivery charge. If you would prefer to pick up, we could issue a courtesy gift certificate instead for the problem. Let us know if you'd like us to do that. 9:40 AM Yes but the half cost still of delivery still requires the customer to pay for Steinhafel's mistakes not to mention personal time. What are the details of the gift certificate offer should I return the existing and pick up the new? Thanks 9:43 AM Danielle D. Danielle D.

We would offer a $50 gift certificate towards a future purchase. 9:48 AM A $50 gift certificate if I spend the $60 in delivery? No thanks. This is still not a true offer to make the situation correct. Not only does the gift value not match my out of pocket expense but Steinhafel has found a way to make money on their mistake. The $50 probably only represents a $25 (or less cost) to the company while I am still paying for delivery and then ultimately coming back to spend more money.

I'm really not trying to be difficult. Why is Steinhafel unwilling to pick up the damaged product and deliver the new unit? I went back and picked up one damaged piece already. This is now round two. Am I really expected to continue to assist Steinhafel in correcting the damaged product problem? I live only 20 minutes from the Vernon Hills store. 9:52 AM 5/1/2018, 10:06 AM Danielle D. Danielle D.

Hi Mike, I'm sorry if that was confusing - the offer is half price delivery, or a $50 gift certificate if you want to exchange at the store. 10:06 AM So still no real help from Steinhafel. Disappointing. I guess I can amend my review with further disappoint and unwillingness to correct TWO damaged items. As an FYI, my review is on BBB (will show up in a couple more business days as well as...

I have never seen such a use case of terrible management and client treatment in my life... So begins the Saga of the Steinhafels, I sincerely wish I fabricated any part of this story.

I arrived with my sister to pick out a bench to sit on when taking shoes off. The first salesman was distinctly unhelpful. When I had picked out the bench I liked, I asked to put it in my car and he told me, “no, there are 2 left at the warehouse (it was a closeout) and it’s their policy to sell those first”. I said I understood but really wanted to take that one, would your manager be willing to make an exception if I were to pay full price for the floor model”. He said no and I asked him to go ask the manager, to which he replied, “I already know what he’ll say so there’s no point. All our furniture requires assembly and selling the floor model only happens when the warehouse inventory is gone”. I said fine and I would look around before making a decision, in some disbelief that a higher end furniture store sells their furniture ikea style. End part 1

After looking around not finding anything I liked better, I went back (stupidly) but was greeted by an associate who was slightly more helpful. After going back to the aforementioned bench, I proceeded to have a similar conversation with this gentleman, also asking him to speak with his manager about making the exception. This conversation was interrupted by another salesman coming over, stating he’d overheard our previous conversation and already asked the manager who said no, the furniture requires assembly and selling the floor model would take away man hours from other projects. At that point I accepted my fate and paid for the bench, which I was promised would be ready for pick up that Saturday at 10 AM. End part 2

Saturday comes, I’m running late and on my way to Vernon Hills to pick up the bench. I received a call at 10:45 AM from a lady saying that due to the snowstorm on Friday, their truck hadn’t come and the bench was still inbound. At this point I mentioned I was already on the way, there are only 2 left in the warehouse, and I would kindly ask that they let me take the floor model. She said that because the furniture required assembly, that wasn’t possible. I pleaded that she ask anyway and she offered to call me back…… which she did…… another hour later…. To tell me no again. End. Part. 3

Sunday afternoon I got a call from Steinhafels saying my bench was most certainly there and ready for pick up. At long last, I drove out on a Sunday afternoon to finally get my bench. I have a sedan but figured the box ought to fit as the bench comes in pieces….. The guy brought out the box, which was huge! After taking out my car seats, rearranging my car and fitting it in by the grace of God, I finally looked at the guy and said, “why is this thing in such a big box?”

“Aw yeah, this whole line of furniture comes...