Had to really argue with them about getting chair replaced & not repaired that came damaged. wait & see if next one comes delivered undamaged. There should have been no question about replacing brand new damaged chair. read more

THE WORST STORE I've ever had to deal with. They're fine if you have no issues or questions. However, if you ever need to get a hold of anyone there it will never happen. WORST CUSTOMER SERVICE. Stay away from this store. read more

Will NEVER purchase here again. Bought a couch and love seat set and was convinced to purchase their Guardsman warranty,( absolute waste of money) Fast forward 13 months later, the sofa has tears in the fabric, after many phone calls, photos sent, more phone calls, we were told there is nothing that could be done. Manufacturer has discontinued this product (big surprise) and Steinhafels were not willing to stand by their product. Warranty does not apply. Side note, our love seat is perfect and used as much as our sofa, meaning the sofa's fabric is defective. Not one of the 4 people I spoke with could answer the question, "If you had purchased this product and had the same problems after 13 months, would you be satisfied as a "member of the Steinhafel Family". So frustrated and need to go purchase another couch. We are telling as many people as we can of our horrible experience there in hopes they will all choose a more reputable company to buy from. read more

I bought a couch for $1700 a few years back. I was talked into buying the Guardsman protection plan. We had a baby and there were milk stains over the years. When we washed one of the cushion covers it ripped trying to put it back over the cushion. We called Guardsman to find out if our plan was still in effect. They said yes, until October, this was April, and they asked if something happened. We said, yes a cushion ripped, they said "we will cover that". Never did they say that they would document that phone call and start a 10 day countdown for us to fill out paperwork on the rip. When we reported the rip with the paperwork in September they came back and said they wouldn't cover our rip because we waited too long to report the accident. We contacted Steinhafels and they said they would report our issue to their lie-son which worked between the 2 companies, we were never called back. We called again and they guy we talked to couldn't help us, but said he would check to see if they had the fabric, he never called back. We went to Steinhafels and the manager said he couldn't do anything for us, except send out a repair technician. This guy shows up and stitches the rip together, that held for about 7 days. We went back to use our Guardsman rebate and were told we couldn't use it on repair fabric. Then we tried to use it on some lamps and they said we couldn't use it on accessories. I told them they could shove that Guardsman rebate up their asses. We will never be back. read more

I have bought a lot of furniture from the store over the years. In the past 2 or 3 years the quality of service and especially the furniture has gone downhill. Two years ago I purchased expensive living room tables and the wood is now literally splintering off. We do not abuse or overuse them. The paint on all the knobs is flaking off. When I called they said there is nothing they can do. They used to stand behind their furniture, but not anymore. There is a place in Grayslake called My Family Furniture who will meet or beat the prices and the customer service is excellent. I would rather give my business to them. read more

PM manager is ridiculously rude. Was there on two occasions. Was looking for a California King and a 3k sectional couch. I asked if they stocked the CA KING and he replied to me as if I was an idiot for not knowing. Needless to say I went up the road to Total Furniture where they were more than happy to take the $12,000 budget I had to spend. Funny half the place was filled with people that first stopped at Steinhafel's and many reiterated how rude and unprofessional they are. read more

I bought a dual recline sofa last year on August 25th, the first sofa had to be returned before the month was up because you could feel the boards when you sat down on it or recline on it. They exchange it and the one I have now has the same problem, I went to the steinhafels and complaint because it has not even been a year, so they send some out to check it. Then I received an email informing me that was factory standard and they were not authorizing a re selection at this time. So I have a couch that is very uncomfortable to seat on or recline and it's not even a year old. I will never buy anything from Steinhafels again or recommend any one to buy from there store. read more

Terrible customer Service AFTER you buy a product. Purchased over $1500 worth of tables from the Kenosha Steinhafels Store -BIG MISTAKE! A week later, one of the table was falling apart. They stated that it would cost $65 to have someone LOOK at repairing it AND $60.00 to have someone come pick it up (or I could drop it off at the Waukesha Store myself, I live in Kenosha). The table only cost $199. So, I asked Crystal, the Customer Service Rep about other options, she abruptly stated no. I asked for a manager, no more luck there either! Not a return customer. read more

I don't know where to start. The series of bad experiences I had left me speechless and VERY DISSAPPOINTED with the store. I've bought most of my furniture in Steinhafels though didn't get good customer service in the store, most associates discriminate me because of my young age, but I didn't care. First, I bought a new sofa and love seat to replace the ones I bought from the store 2 years ago. The sales associate was nice and patient but made a lot of mistakes regarding the financing when I was checking out. He gave me wrong information about the financing and spent almost an hour figuring it out. Did I complain? I DID NOT!!!! 2. I called customer service to ask if I can buy a curio which can be included in the delivery of the sofa. The guy told me that it can be. I asked him if they can include the umbrella that I bought with the sofa on the delivery and he said yes. I told him that the umbrella is in the store and he said that as long as I go there before they deliver the sofa, I don't have to pay anything. When I went to the store, the same sales associate told me that what the customer service guy gave me wrong information and he doesn't know what he is doing. 3. I went to the store to buy the curio. I asked the same sales associate regarding the delivery of my umbrella, and he gave me the answer in 2. I told him that if I had known that I have to pay 50 dollars to get it delivered, I could have brought a different vehicle. He said that he can't do anything. He also told me that my umbrella will be in the store so I can just come in anytime to pick it up. I didn't argue with him again anymore. 4. I got a Voicemail this morning that the umbrella order is cancelled because I WAS DELINQUENT in picking it up. Do you tell your customers that they are DELINQUENT?!??! How rude! 5. I called customer service and told the representative what happened. She was sorry and said that someone from the store will call me within the day. I waited and waited and no one called!!!! I did not complain that the sofa and love seat that arrived have a very different color compared to the display in the store! But this is how your company will treat customers?!? read more

The worst customer service possible! They could not tell us if what we purchased would need any assembly. We have to contact them to see when it will be at the store. When I asked the salesperson why they could not contact us to let us know when to pick it up she said "I couldn't possible call every person I sold furniture to". Are you kidding, isn't that part of the job!! Or try making it automated! Not sure why I purchased the piece of furniture, never again!! When will companies figure out great customer service will always keep them coming back!! read more

Bought two identical leather sofas from them and they both started coming apart at the seams with the first six months and they could have cared less! I even purchased the Guardsman and they said that was not covered! DO NOT PURCHASE FROM THEM AS THEY DO NOT CARE ABOUT YOU AFTER YOU SPEND YOUR MONEY! read more

Have to give 1 star just to write this. Purchased a couch in November 2017. It had power recliners on both sides. When it was delivered , one side of the recliner didn't work. They said they would send out a tech to fix it. After waiting 2 weeks we called the salesperson. She told us we needed to call customer service. After speaking with them it was going to be another 2 weeks before anyone would come out. We called the salesperson back and told her to come and pick up this couch and if she wanted to keep the sale deliver us a new one. Several days later a new couch was delivered. This one had issues with the arm rest not staying down. There is a plunger that keeps the armrest open and closed. It was broken. They said they would send out a tech to replace the plunger. When he came out he had no idea what he had to fix and then stated he did not have a plunger to replace the broken one. He told us he had to order it. It is the 2nd week of February now and it is still on order. Called today 2/17/18 and they said it can take 6 to 8 weeks to get the part in. At this point we wanted them to take a plunger off one of the couches in the store, but that wasn't going to happen. So we wait. Again! We have purchased several pieces of furniture from this Kenosha, WI Steinhafels. Going forward we are shopping elsewhere. read more