Now that I've had these pieces for years, Just want to document a lousy experience from front to back: 1) Selection and availability. This was on the back end of the pandemic, so I guess this is kind of expected, but our pieces were delayed by months with absolutely no mention of this during the buying process. 2) Defects on product: couch shipped with a crack in the back of it. Trying to negotiate this issue with the salesperson just led to them washing their hands of the situation and directing me to support/claims. 3) Useless Guardsman protection plan. Trying to file a claim with guardsman was nigh impossible to do, involving lots of snail mail, and at the end they denied all my claims anyway. I would absolutely recommend avoiding this place at all costs. read more

I had the delightful experience of working with Louise Merfeld, an interior decorator, at the Steinhafel's Beltline Hwy. store. She came to my home, learned about who I am and what I needed to make my home reflect my personality, and she came up with a wonderful plan. Every step in working with Louise was great. She has a compassion for helping her customers that is extraordinary. read more

Double dipping shiesters. Don't waist your money on a vip pertection plan on a outdoor patio set. Steinhafels will not honor their part of the 1 year warrenty claim when you submit a request for replacement seat cushions. As per their service tech " we dont have a technician to come out and assess your cushion damage and we dont order parts. The damage maybe water? So therefore its not covered "!! It clearly states on the warrenty plan.. ALL accidental food and beverages is #1. This is an outdoor patio chair set costing over $2,000. Who would of thought those chairs may come in contact with water??? So your $356.99 "pertection plan" is not covered by Steinhafels and the ServCo 4 year won't cover either, deam it "normal wear and tear" But ServeCo will take a percentage of your vip plan refund even though my purchase was still within the 1 year frame time. That is DOUBLE DIPPING folks. SerceCo got $69.44 on a prorated vip pertection plan refund...for absolutely NOTHING. Bad business! read more

We were here looking for a bed frame and mattress. I appreciated when we walked in that we weren't immediately tracked down by a sales person. We were able to look around on our own for awhile. We had a few people ask if we had any questions right away. I was hoping to find some deals in their clearance section but the section was pretty small and they didn't have many bed frames. Once we got to the mattress section we were greeted within 5 minutes by a salesperson. We said we were just looking but he wouldn't really leave us alone. He also asked what we were looking for and when we explained he had us try a few he recommended and they were nothing like what we said we were looking for. Sometimes these experiences feel like a waste of time. After we said we needed some time we were able to look a little more leisurely. We ultimately decided we were going to get a mattress from somewhere else but we did want to purchase a bed frame. When we went to place the order with our salesperson they said the bed frame wouldn't be in until April. So frustrating to finally find something you like and they have that long of a wait. It was helpful to be in store to lay on mattresses and see bed frames but after all that we ended up going a different direction. read more

If I could leave less than 1 star I would. My whole experience buying furniture from them has been horrible. The sales person was no help when I had problems with the furniture. The ottoman I bought came scratched, broke after a few weeks, and they would not help in anyway. They delivered the wrong furniture, then took 3 months to get the right furniture. I would not recommend at all. read more

If I could have left a zero rating I would. Not only did Steinhafels not exchange our chair because it was 19 days vs the 15 say return policy (my husband was supposed to be discharged from the hospital and we wanted him to be comfortable at home but he was too sick for the doctors to discharge him). The chair is too big for his stature. But Steinhafels doesn't care. We asked for an exchange but no. They told us to sell it on our own. Wow. What a way to add to a heartache. Shame on you Steinhafels. read more

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I bought a couch and both sides of the recliner have now broken. I called to see if they had a recommendation for local repair folks and was told, nope just do some research. I was scammed. read more

always a good experience, sales people helpful and professional, good quality and selection.

Not as expected. Steinhafels is not honoring 120 Night Guarantee Dreams Harmony Hybrid, Queen Dream Harmony felt great in the store. At home if was not comfortable, it does not support the body like a Hybrid mattress should. I now have back pain, hip pain, and shoulder pain. I toss and turn all night. We gave it every chance we could, tried different pillows, etc. I contacted Steinhafels to return the mattress under their 120 Night Satisfaction Guarantee. I purchased a mattress protector and followed every step. Steinhafels is NOT honoring the guarantee. Very poor customer service, and poor quality mattress. #SteinhafelsFurniture #Steinhafels read more

Wouldn't price match my mattress after saying they did. Then wouldn't take the old mattress after saying they would. You suck. Delivery drivers apparently don't want to work. read more

I'm still upset about a Dreams brand mattress I bought almost a year and a half ago that isn't anything like what I originally tried out in the store. I hope you guys are enjoying my $800 for a mattress I can't use. I hope someone there went out of a nice dinner. read more

DO NOT buy at Steinhafels! (any location) A year and a half ago, my elderly mother bought a Lazy Boy electric lift chair for $2,000, and purchased the $250 VIP care package. Over 2 months ago, the chair stopped working. (will not move in the up, down or lift direction) I contacted the Madison West side store where we purchased the chair, and was told that they use a 3rd party for the repair service. (ServeCo) Starting that process was a nightmare. They requested a multi paragraph description of the problem and "3 photos." I took photos of the chair, and the remote. They responded with a request for a picture of the receipt. OK, I did that. Then they requested a photo of the code underneath the chair, that required flipping the lift chair upside down! Did that- and waited. They decided the remote was broken. (Based on my description alone, and without ever sending a technician to look at the chair) Waited approx. 6 weeks for a new remote. I installed the new one- and nothing-doesn't work!. They finally sent a repair person from Premier Furniture Consultants (another 3rd party) and his diagnosis was the "control panel." Ordered that part- took another 6 weeks, then scheduled another repair person to install it, and it still doesn't work. Now the diagnosis is the "wiring" and now that is in the order process. I have not been given a timeline yet of that part. I have called Steinhafels customer service MANY times, and have spoken to several different people, and the motto is "not our problem. You need to deal with ServeCo." I have even broken down in tears over the phone trying to solve this problem for my almost 90 year old mother with mobility issues, and I have yet to speak to anyone who has any sympathy with this situation. This has caused so much stress for my mother. I will never buy at Steinhafels Furniture again, and I will make sure that I tell everyone about this very negative experience. I do not have any hope that the chair will ever get fixed. read more

Everyone we encountered at Steinhafels was pretty nice. But what really annoyed me is that we were shopping with our infant. Once we finally picked out a couch we had to track down a manager and tell them we were ready to purchase. It took over 30 minutes to get the sales rep who originally talked to us. Meanwhile our baby is losing it and the manager was just looking at us. I understand the sales person needed their commission, but it was horrible customer service. Once the couch and ottoman were delivered we did notice that it wasn't the best quality. You could feel plastic tabs in the back cushions. It sagged in the middle. And then when I sat on the ottoman the legs snapped off. I called Steinhafels and they told me the ottoman wasn't for sitting on. Which seems crazy to me. I weigh 160lbs, so I don't understand how you can build a piece of furniture that can't support that. At first they were going to send a technician over to look at the ottoman and sagging section of the couch. But then Covid hit, a few months later they said they would replace them but I had to drive the couch to their store and pick up a new one. By that time I had tossed the ottoman because it was huge and we had nowhere to store it. So they won't replace it and if I want a new one I have to buy it full price. Even though I sent pics when it broke and they ceased communication for months. I clearly won't be shopping their anymore. The quality isn't great, but that is reflected in the price. I guess I was just surprised and how poor quality their products actually were. And then to add poor customer service on top of that, it's just not worth going there. read more

I am surprised by all the negative reviews. I had a super pleasant and easy experience when I was in! I stopped in just to browse as I had been planning to get some new living room furniture in the next few months or so. There was no rush so I just wanted to check out what they had and get some ideas in regard to fabrics and finishes available. Katie R. greeted me right away when I walked in and was very friendly and easy to chat with. She wasn't at all like the typical, "What are you here for? What's your budget? When do you want to purchase?" pushy salesperson. Instead she chatted with me about regular stuff first, like a normal conversation. I liked that! Anyway, after browsing around a bit, Katie checked in on me several times and was very helpful. Not once over-bearing. I got to the end of the line for living room sets and that's when I saw it. It was love at first sight. I wasn't planning on making a purchase, but this thing was calling to me (lol). It was on clearance and the LAST ONE, so I knew it was meant to be. Katie was right there to help me with my decision as I sat down and gave it a closer inspection. I decided to go for it! Overall, I couldn't be more pleased with my visit, and once I get my new stuff arranged in my space, I will be on cloud 9! Definitely recommend! :: Update - picked up this morning! The gentlemen who loaded into the truck I rented were great! Very quick and efficient, and knowledgeable on the truck ramp, since I'm not very familiar with that kinda stuff. A+ :: read more

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if I could leave a lower rating I would. I bought a motorized couch and the motor on one side went bad. I paid for the extended warranty. They sent a repair guy out, took a couple weeks for him to come out. All he did is check to see if any wires were pinched or disconnected. He had no parts. Then they ordered them from they said China. Three months still waiting and it turns out they're coming from Hong Kong. They don't pay for shipping by air only by container ship. So after paying for an expensive couch and extended warranty, I will be without a working couch for at least 4 months! in my opinion inexcusable for reputable retail store. read more

This place is just mean to its clients and customers. Pushy sales and mean customer service, just shop at Ashley where they take care of you. read more

Worst service ever. I spent about $6,000 on two love seat recliners. I took the day off work to be home for delivery. I lost over $700 in overtime to be home for delivery, they didnt care.They never showed up. When I called to ask about my furniture the delivery manager was a jerk and threatened to hang up. I wouldnt buy a pet mattress from these guys read more

We purchased an expensive sofa (+$3,000) from them back in Oct of 2016. They offered a guardsman protection plan for ~$400. We would never have purchased the plan except that it's main selling feature was that you'd be refunded a credit for the full amount of the protection plan if you didn't file a claim under it after 5 years. It's now been 5.5 years since the purchase and I never received the rebate so I called the store today to inquire about it. They told me that it expired in February and even though I never received it they couldn't reissue it to me. I'll never purchase from Steinhafels again and wouldn't recommend them to anyone. read more

The shopping experience itself was pleasant but it all fell apart with the delivery. We discussed with the sales person that our current headboard would be attached to our new bed as part of the additional cost for the bracket. As my husband has a broken leg, we made sure to be clear that the headboard would be installed. When the bed was delivered we were told that they did not have the correct hardware and that we would have to go to the hardware store and deal with it ourselves. When they left, their truck left a large oil stain on our concrete. Customer service was no help. I'll take my $6000 elsewhere next time. read more

Love this store. Very reliable and caring customer service. Great collection of furniture. Good prices.

They don't stand behind their products. Paid for an item which was delivered damaged. Steinhafels won't exchange it without me driving 20+ miles to not the closest store to exchange. I paid for delivery and this is their response? Will never buy from them again. Avoid, terrible customer service practices. They also delete honest comments from Facebook. read more

Steinhafels - Furniture Stores Near Me - Madison, Wisconsin

We used to purchase furniture from them. However we won't ever return. A leather sofa we purchased was supposed to be manufactured in the US but actually came from China. The color was different in the store than what we received. When purchased were told that it could be exchanged. Turned out we would only get about 40% of the value. Totally dissatisfied. read more

I will never purchase items from Steinhafel's. I purchased high-end table and couches. It has been almost a year, and I have not received my couches with no updates given. The table I purchased scratched readily within the first week of purchase, and the salespeople will do nothing to help. I used to believe in Steinhafel's and believed that they backed their customers, but that is certainly not the case anymore. Their staff is rude and dismissive. Drew, a customer service representative, and some other awful woman I spoke to were rude and condescending. The woman suggested that it was my fault I hadn't put a tablecloth on my $5,000 table. I will never go back!! read more

Our sales associate was great and helpful. But the reason I'm here is because they did something so outrageous that I just had to pass it on. We ordered a couch and were given the option of $140 for them to "slide the couch together" after they delivered it. That was basically it and it was portrayed as some thing extremely minor and easy to do, with the assumption that they would be delivering it inside of our place. What they completely neglected to tell us, however, was that they were going to literally leave the couch outside our front door, not even on the steps, in the pouring rain for my poor girlfriend to deal with while I didn't get home for another several hours. She even asked the delivery guy to at least bring it up the stairs under the awning and he simply said "I can't" and then quickly walked away. We then had to bring it upstairs, unpack it, which took about 45 minutes, and then set it up ourselves. We were pretty annoyed beyond belief because they made it seem like they were going to simply deliver it directly to our living room, like every other piece of furniture we've ever ordered. So I called up the store to let the manager know that they need to start telling their sales associates the full extent of what happens if they don't order the full delivery. Unfortunately, I got nothing but complete disrespect from the woman who answered the phone, and she basically refused to let me talk to anyone. Her excuse was that they mentioned it was curbside delivery in the email - which was delivered *after* we had already made the decision and left the store. It was an interesting example of how you can have a really great experience with a store, and then at one point in the process they just completely screw everything up, and then when you try to rectify it they just make it even worse. They could've easily gotten that $140 out of us if they had just explained everything, but it almost seemed like it was a passive aggressive move to punish people for not getting the full delivery charge. So weird and so messed up. read more

Steinhafels is definitely a decent place to buy furniture. They have a fairly good selection depending on what you are looking for. If you buy around a holiday, there is usually decent sale prices. The biggest gripe I have is the lack of service. Almost every time I have been there with the intention of buying something, I have to search for a sales person. Once I finally find someone, they are usually helpful and knowledgable about their products, but it is like a maze. My other big issue came when we ordered our King Size Bedroom set with an expensive new mattress. Almost everything was delivered on time and assembled by their delivery guys. The thing that upset me the most was that one of our nightstands was on backorder due to some issues with the shipping yards in California. It took 2-3 months before our nightstand finally came. I called multiple times because they kept sending me update emails on when it should arrive, but it kept getting pushed back every week. I understand the store may have had nothing to do with the delayed shipping, but they didn't anything to try and keep my business even if it was some store credit. I continue to shop there for my furniture needs because of the selection and location to my house, but service isn't always the best.. read more

Well it's been over 10 weeks and I'm still waiting for my furniture and it looks like it's going to be many more weeks. Crystal (a customer service person) at Steinhafels is horrible. She doesn't listen, she's rude and unhelpful. I tried to do the right thing by buying local with furniture made in the USA but it has been a nightmare. Shop somewhere else where they care about their customers. read more

They Are terrible. I ordered something through Bassett and got stuck with Steinhafels. They wanted full payment and then they leave you high and dry. Very poor communication. Had to fully pay back it September of 2021 and then you hear nothing. Nothing from Bassett either. Just endless BS. Do not buy anything from these crooks or Bassett. read more

We bought our living room furniture and kitchen table/chair set at a Steinhafels that we are overall happy with. We went to Madison East today to start looking at bedroom furniture. We weren't greeted and made our way to the bedroom sets (just how I like it!). While we were about halfway through, Vivian introduced herself and asked if we had questions. She didn't stop there though. She awkwardly asked what size bed, what style, etc. I was slightly short telling her we weren't sure yet and let her know we would find her if we had questions. This is about the 12th store we have been into and we wanted to make sure we were set on the one set of furniture. We were looking it over thoroughly and she came up and told us that was a good choice. She interrupted our conversation many times and kept making it extremely awkward. I mentioned we were going to look at one other one yet literally just to get away from her so we could talk without her jumping in. So she follows us! We stopped near one other set when we realized it and she's like is this the other one? Do you need me to help you find it? What did it look like? So instead of spending $5000 on the set we really wanted, we walked out because she followed us for over 2-3 minutes of just walking. She couldn't take a hint and lost a sale because of it! read more

We came here looking to find a new mattress. We found one on sale that was pretty comfortable at the time. We ordered it for pick up. When we received it and got it set up in the bedroom, I noticed that it sunk on my side. I know nothing about quality furniture but I do know that a new mattress shouldn't sink the first night you sleep in it, (and no, the sinking has nothing to do with my body weight). We called a mattress tech to check it out and they were pretty quick to come out. He confirmed that the mattress was a bum mattress and that we can take it back. Now, this review wasn't due to the nature of the faulty mattress we originally purchased. I understand that mistakes happen and defective products are sent sometimes. It was how Steinhafels handled it next, was what I really found to be unprofessional and poor customer service. When we notified them about the faulty mattress, they said we could return it for an equal price mattress; this sounded fair. We found something a little higher and we had paid the difference, which is also fair. Where things got dicey was how they handled the shipping. They first told us that they would pick up the defective mattress for free and then they recanted their offer to do so. So we decided to drop off the mattress and we were also told that we would get free shipping to our place due to the faulty mattress situation and again they retracted what they said. There was too much back and forth and Steinhafels should have stepped up and should've stuck to what they originally offered. It was such a hassle receiving a defective mattress and they made it worse by having terrible customer service. Avoid this place at all cost. read more

I had an issue that was quickly resolved with satisfaction and now have the mattress that's right for me. Its a great place also to find large area rugs. Becky Z is a good and caring sales person. read more

We have been to the Madison location several times and have spent quite a bit of $$$ there in the past year. We have endured their delays and been understanding throughout this time. On our most recent buying trip ( NOV 7th) we purchased several items. Was told a few were back-ordered until mid Dec and late Dec. We received some of the items delivered on time and said we would wait til the estimated day of arrival for the back-ordered stuff. After more delays and postponements, I go to pick up a piece that was in yesterday. It was not even put together....i call today and they say they don't do that without having a delivery set up! I already paid for a delivery and they make it seem as it was my fault!!! Will be returning it as well as I cancelled another piece that they said now isn't coming in until mid June? seems like the sales people are flat out misleading us. They have lost my business forever read more

If I could give lower than one star, I would. I ordered a custom couch and everything went well in-store. But then it was delayed and I was never contacted. I had to contact the store several times to find out what was going on. I was notified of the delivery time window 3 minutes before customer service closed for delivery on the next day. The time didn't work for me but I had no way of changing delivery due to the timing. I tried calling in the morning to let them know and was then charged for delivery since I wasn't there, even though I had no way of changing the time. These are just a few pieces of my very bad experience. I will never go back, and highly suggest you don't so you don't endure the frustration I did. read more

If you want high quality furniture, I recommend Steinhafels. They are pricy ($500 for an end table?!) but the furniture is all well made. Unfortunately, you will have sales people who work on commission stalking you around the store (you know when they tell you they'll give you a minute and they walk away but you always catch them watching you from across the store - a lot of that). Their sales are also a joke since the sales put the price of most items at normal market value. And lastly, no military discount?! Absolutely shameful. read more

We spent quite a bit of money back in May 2021 furnishing an entire apartment for our daughter. We specifically only purchased furniture we were assured was in stock because we live in CT so we wanted to leave her feeling settled. But when delivery came in mid-June we were told for the first time that the bedroom side table was back-ordered until early August. Then it became late August. So we asked if we could return the dresser and order a different in stock bedroom set but we were told you're outside your 15 day "happy period" and cannot return or make changes. We even asked about buying a floor model but they weren't willing to help. Then the side table became back ordered until September, then October, then December and now February. You call customer service but no one really wants to help, they just give you excuses that it's out of their hands. Do yourself a favor and go to any other furniture store. read more

I honestly do not know how this place stays in business. The quality of their furniture is about as cheap as it gets and their management is unprofessional and incompetent. It's no wonder why they have such a low rating. Purchased a kitchen table from them and was convinced to buy the extended "warranty". Within a month the paint started peeling. Called Steinhafels and was told that was not covered because it was "normal wear and tear" and "water damage". Apparently a Steinhafels kitchen table is not meant to set a drink glass on it because there may be condensation? As time goes on it continues to peel all over the table, not only on the top. Tried to talk with someone at the store, but they will only direct you to an email address that seems to give everyone the same message that states nothing is covered. Asked to speak with manager- denied. Asked for them to look at it- denied. Left a message- cannot get a call returned. Everyone there is about as rude and unprofessional as can be. Buyer beware- the extended service warranty is useless. Customer service does not exist at this company. They bring in cheaply made subpar furniture and try to get it out the door. They do not stand behind their product. Will never buy here again and I hope others do not get scammed either. read more

Our sales rep was very nice and real with us. The quality of the product is great. BUT...we were told that our furniture would arrive within 8 weeks of purchasing it. It is now estimated to arrive 14 weeks after we purchased it. I understand that the furniture had to be made and it is out of the stores' control. Yet, if we had known the manufacturer was going to take this long, we would have looked elsewhere for a similar product. Such a bummer. :( read more

When calling the store telephone number, it rings and rings, but no one answers. I enjoyed browsing the store, but I am very discouraged by the unanswered phone call. I still have questions, which I would like answered, before returning to the store, but I doubt it will happen. read more

We purchased a new bed, mattress and end tables. They sent an email with a two hour window of when to expect the delivery. They were late on the delivery by 30 minutes. Wasn't the worst thing but annoying. After they left, we noticed the foot board on the bed was damaged. We called our sales person and left a message and got no call back for 5 days. To this day he hasn't contacted us. We called and talked to someone else, they scheduled a new delivery for replacements. The delivery window was again not accurate. We were told it would be delivered between 1:45 and 3:45. We got the first phone call from the drivers at 5:05pm saying they could be here by 5:30. We cancelled the delivery for the day because we had plans for the evening. I talked to 3 different service people and they all said there was nothing they could do and we have to wait to reschedule a third delivery day tomorrow. We were given broken furniture, late, and then their delivery team was 2 hours late and never gave us notice so we had to cancel all the while getting no help from any staff member. We now have to wait another week for delivery to hopefully happen without a guarantee about what time or stop number we will be because they can only operate based on "what is most fuel efficient for their truck." If their goal is to make repeat customers, they aren't doing a great job with that. read more

A lazy salesman sold me a mattress without a frame. He said he had told me to go to Menard's and get one. That was a miserable lie because I already had one from the mattress I was getting rid of. I would not have agreed. I started the transaction for a mattress to be delivered on Monday (visiting the showroom almost a week before). It was delivered -- no frame -- on Wednesday so they couldn't set it up. The store manager failed to make it right. She sold me a frame for half price. There was no apology nor any follow-up from upper management. The mattress was finally delivered on Saturday. I slept in my new house on a blow-up mattress of five nights. I thought buying from a local Wisconsin firm was a good idea. WOW WAS I WRONG. A week later, my daughter bought mattress just as nice from a national chain. It was almost half the cost and it was delivered seamlessly and efficiently right on time.JUST SAY NO TO STEINHAFELS. read more

I wouldn't even give this business a 1 star. Awful customer service, poor craftsmanship and misleading advertisement. Wouldn't let us return a bed that we paid $1700 that was to be made of solid wood/oak. It was poorly constructed and made of particle board. We reported our dissatisfaction to customer service and they refused to refund our money because we "special ordered" it in a dark chocolate/black finish. Also, it took 12+ weeks to receive it instead of the 6-8 weeks we were told. Will never return here. Awful business! read more