1 star -- Repeated warehouse damage, incorrect assembly and failed deliveries. Over a month with no resolution, plus added costs and canceled plans. We ordered a couch (plus a coffee table and side tables) from Steinhafels and selected a delivery date based on the availability offered at checkout. What should have been a standard delivery of brand-new furniture turned into multiple failed attempts, damaged items and ongoing confusion. It has now been more than a month and we still do not have a functioning couch. The core issue is not a minor cosmetic issue. It's Steinhafels' warehouse handling and assembly quality, which then gets pushed to the delivery team to try to fix in real time. A brand-new couch should not arrive ripped, incorrectly assembled or broken on the truck -- and a replacement should not show up with the same kind of damage. What happened (timeline) Delivery attempt No. 1: * We received no advance notice of any problem. * The delivery team arrived and told us the couch was damaged at the warehouse and could not be delivered. The drivers even indicated we should have been notified ahead of time, but we were not. * Once the truck was opened, it was also clear the coffee table and side tables were damaged, and the drivers refused to deliver them due to the damage. Delivery attempt No. 2: * The couch finally arrived, but it was in unacceptable condition for a new purchase: ripped upholstery, improper assembly, bent in the center, bottom riser dragging, wrong legs. * We were not comfortable sitting on it. We also felt pushed toward a "repair" solution, which is not appropriate for a brand-new couch delivered in defective condition with incorrect assembly. * This attempt also had a real impact on our plans. We were expecting the delivery to be resolved before hosting, and we ended up having to cancel our New Year's Eve party at the last minute because the couch situation was still not resolved after this failed delivery. Delivery attempt No. 3 (the "replacement"): * This was supposed to be a simple exchange: broken couch out, new couch in. * The delivery team told us the replacement couch was already broken on the truck -- the footrest was bent. They tried to repair it, but it was still not functioning properly. After three attempts, we were once again left without a working couch. Additional issues: store runarounds and extra costs Every delivery attempt has required us to drive to the store to get anyone's attention -- only for the store to call the same customer service line that has been unhelpful and unable to resolve the issue. We also live in a high-rise in the city, which adds real costs and logistics each time a delivery is scheduled. Every attempt requires reserving the service elevator, which costs us about $200 each time -- and we have had to do that repeatedly because Steinhafels has not delivered a usable couch. read more

Steinhafels - Furniture Stores Near Me - Vernon Hills, Illinois

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DO NOT SIGN the DELIVERY SHEET stating NO damage has occurred during delivery- you will have no recourse when you find that they damaged something after they leave. Our house only had a scratch on the wall from the 2 carrying up a couch to a 2nd floor. I dismissed it, not a big deal. What I didn't see till later that day that they damaged our driveway with their truck, leaving a large slice in our black top. After calls to our sales person & manager, we were told because we signed the sheet we had no recourse & they were sorry.... Really?! read more

Steinhafels - Damaged driveway - Furniture Stores Near Me - Vernon Hills, Illinois

If i can give negative stars i would do that with their customer reviews. Poor quality and the worst customer service. I had a delivery on Jan 10th, which caused property damage and the boys who delivered informed me that I had to call customer service to get it fixed, well the boys did not inform about this property damage to their boss and now customer service is telling me that there wasnt any damage and I am making it all up. Horrible levels of customer support. And they way they assembled the slats, well it wasnt aligned and already broken on a barely used frame. even to get a replacement for his i am struggling. Never again i would purchase anything from this store again. Horrible customer service and horrible quality. read more

HORRIBLE !!!!!!!! Money waisted!!!!!! Contacted store Less than 24 hours While I understand the general policy on closeout sales, this situation is fundamentally different: the product is unfit for its intended purpose. refusal to accept the return of the mattress, citing that it was a closeout item and therefore non‑refundable. - Within less than 30 minutes of use, the mattress caused severe discomfort, forcing me to discontinue use immediately. - The product is not consistent with what was tested or reasonably anticipated at the time of purchase. read more

*Update* I spoke with customer service and the sales representative who sold the couch to me and ultimately they both hid behind the fact that it would be up to nik stajic the general managers discretion. The same guy who was completely arrogant, rude and dismissive when I first tried explaining why my 200 dollars for a delivery that was never attempted should be refunded. This is their customer service folks! They make sure to find any reason to blame the customer. Had my experience with not receiving my couch been better, I would have gladly looked around again to purchase a different couch from the same store; but, I'm here to warn any potential buyers, if you see the name Steinhafel don't waste your time because the second anything goes wrong you are to blame and there's absolutely zero consideration. Nik do better!!! read more

Came back here after almost a decade since our last purchase... we were looking for a new sofa and couldn't find anything we liked at other stores. We have young kids and pets, so we didn't care for anything too fancy... The salesman who helped us was very helpful and respectful of our space. We found a recliner that we liked and went with it. We received the couch today and the delivery guys put it all together and left no mess / damage. It probably helped that we took our doors off prior while we moved our old couch earlier in the week. The one annoying part was how pushy they are about their warranty. I do not care for it. I realized while he as putting our quote together, it included the protection plan. He tried to gloss over it real quick but I saw it and corrected it. Great couch though! read more

Be careful about poor quality bargain-priced metal bed frames sold with mattress and box spring. Go elsewhere for better quality. Two frames collapsed on an end wheel but store or company rep said nothing can be done because we purchased item over 12 months prior (March 2024). We as a 60-something y.o. couple have never had a bed frame collapse before. Both bed frames broke in son's rooms. It might have been nice to get a discount or the name of the manufacturer. Great sales and help here at purchase but very poor afterward. Likely to shop for beds, furniture, frames elsewhere. Questionable quality or durability on other items! read more

The worst costumer service with their "designer" Mark who literally is incompetent beyond measure, said he won't work with us after we asked some very fundamental questions, and then we didnt get a full refund! But we have nothing to show for it. They stole $200 from us. read more

Terrible experience was there for a couple hours trying to find a couch finally decided on one only to find out that they try and sell you a warranty. charge $190 for delivery and then the couch that we picked all of a sudden supposedly was the wrong couch and the price that was on the sticker They said was not correct and tried to charge us more money. We walked out and the manager let us and all we wanted was the couch at the price that it was displayed and we were even going to have it delivered and pay for the warranty, but they still let us walk out read more

Steinhafels - This was the price shown for the Chase lounge sleeper but surprise on checkout. It didn't include the chase and they tried to bump us. - Furniture Stores Near Me - Vernon Hills, Illinois

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We purchased 2 rooms of furniture from the Steinhafels Orland Park store. Selling representative Sam and delivery agents, Anthony and Tim, they all went out of their way to make our experience a great one. THANKS read more

We liked the furniture collection and the deals they offer. Their delivery comes with free installation read more

I bought a sofa at Steinhafels and got the Guardsman protection. I recently found my receipt and it says, "If you don't use the protection plan you won't lose it". So I called to ask about this and was told, I should have received a voucher after 5 years and after receiving it, I had 30 day to use it. Well, it's been longer than that. I never received it and am now being told it's too late. Well this really sucks, that they cannot honor it. DO NOT EVER Get Steinfafels Guardsman Protection plan!!! I am looking to buy a new sofa because the one I got from them is starting to fall apart. The springs are in bad shape and it is becoming very uncomfortable. When I pulled out my receipt and realized I had something coming to me, I called them, which did I was told they could do nothing about it. They just lost a customer for life. read more

The delivery experience was terrible. They brought the wrong piece twice requiring a third delivery date, which management incorrectly scheduled for pick up by me rather than delivery. This required me to make multiple phone calls to customer service and rescheduling the third delivery date again because it takes them multiple days to coordinate/respond. They chipped paint on our walls and said they would send a tech out for repair. I asked for compensation for all the trouble - they would only waive the ~$180 delivery fee, on an almost $6K purchase, but then said that was to cover the cost of wall damage instead of sending a tech out. The furniture itself is nice but I won't be a future customer at Steinhafel's because of this negative experience. read more

We purchased a black beauty rest mattress about 3 years ago. There is a warranty on the mattress for sagging, etc. Our mattress was faulty in that the bottom was not sewn well into the border edge. We recognized this when moving 10 months ago. We filed a claim with Steinhafels to utilize the warranty and replace the mattress we paid $5000 dollars for. They charge you to file this claim on the "warrantied" mattress. Our claim was approved and we received a new mattress. Let me say, 10 months into the new mattress and we are very dissatisfied. The replacement mattress we received is not the same mattress style as purchased. It is super soft and sags in where both our bodies sleep. I am extremely dissatisfied that Steinhafels replaced our warranted mattress with this poor quality, flimsy support one that we now have to replace after not even having it 1 year. read more

I am an Interior Decorator and have brought many clients to the Steinhafels store in Vernon Hills. I also have purchased 3 sofas there over the years and other miscellaneous items. That last sofa I purchased was made incorrectly and the cushions didn't fit on the sofa properly, the fabric covers are slouchy and mis-shapened, and the entire sectional looks terrible. Steinhafels wants me to pay to have it fixed and claims that because I didn't buy the warranty, there's nothing they can do. Why would I purchase a warranty to have the sofa made correctly the first time? Steinhafels is a shoddy company and I will never return there. read more

Super friendly representative at store. Everyone i met seemed honest, friendly, professional, and knowledgeable. The projected lead time on our couch was spot on and we were able to have our couch delivered on our originally desired delivery date. Only reason a 4 star out of 5 is because we did have to call to "check up" on couch due to not being contacted by them several days after our couch was projected to arrive at their warehouse. They acknowledged the couch was indeed there but for some reason they didn't get notified, but we were able to schedule our delivery for when we wanted to with person on phone (which was a quick turn around, 2 days after phone call was placed) which was the date we were always hoping for. Couch delivered on time, got the pet plus warranty which we thought was a very good deal and ideal for our situation. Overall, we are happy with price, quality of couch, beauty of couch, and our experience from Steinhafels. If I could it'd be 4.5 stars read more

Steinhafels - 79" Olive Bronx Sofa - Furniture Stores Near Me - Vernon Hills, Illinois

Now Steinhafles delivered screwed furniture a 3rd time. No one is looking at what they are delivering, except us... Unbelieveable... Now they want to attempt a 4th delivery. I'm not a betting man, but if I was ... read more

I would think twice before buying furniture here. The sales person was great. Delivery was quick. BUT within 3 months the fabric began to pill. Pretty bad. I submitted a clain to their insurance plan and was turned down. I called their customer service and they told me this was "natural wear and tear". I hve never had furniture fabric do this. This is a flaw in the fabric. I'm sure even if I get a tool to remove the pilling it will just be back. Very disappointed and will never step foot in that store again read more

Deborah was wonderful! We found a chair in the clearance section that I was in love with, it was the last one but Deborah took the time to check and they had one in stock in Waukesha. Deborah was wonderful and attentive! read more

Steinhafels - Amazing new chair! - Furniture Stores Near Me - Vernon Hills, Illinois

Love this store!!! A great place to shop with an enormous selection of well made and well priced furniture. The sales staff is superior and very knowledgeable. read more

Very disappointing experience at Downers Grove location. We purchased a living room set - agreed on the price, signed and paid the entire amount upfront. Four days later, our salesperson contacted us and advised that there was an "upcharge" for the fabric we selected. Not a large sum but still an additional fee. We cancelled our order. After agreeing and signing they want to charge more???? No thanks. It's a shame as we really liked the furniture. read more

I do not recommend the Schaumburg location. While my sales rep, Nick, was very helpful, the manager demonstrated complete disregard for customer satisfaction. She kept me waiting at the counter for several minutes while she continued a conversation with an employee despite knowing I was there and in her line of site. She disregarded my request for a discount on shipping when they would have to make a second delivery only because they would not have an item I wanted in stock for a couple of months; she said it was against their policy to discount shipping. (And I had spent thousands of dollars that day!) When I requested a store credit for future use in lieu of a discount on shipping, she promised to check with the general manager. I have since called twice, and she has ignored me. If this manager is typical of the new Schaumburg store, it appears Steinhafels doesn't give a hoot about their customers. read more

Absolutely horrible experience with this company. We purchased several pieces for our home, including a leather sofa, which ran around $1800. We have a cat and a dog so we purchased the VIP pet insurance on the sofa. We also ordered an expensive Danish-type leather chair with an ottoman and after 2 years, nearly all the leather finish has come off and it looks like hell. Of course, they don't care as we didn't buy the warranty for that one. However, the sofa is another story--we paid extra for the VIP pet plus protection warranty and when I first turned in some scratches our cat made, they told me the scratches were not deep enough and to contact them when they were. We had more scratches, I contacted them for that, and because the entire sofa began sagging into the floor it became painful to sit on. It took about two months to get anyone to look at it and when a tech finally came out, he said the sofa needed to be replaced. He was supposed to contact us in 2 to 3 days--never got back to us. Meanwhile, I contacted Steinhafels and they were supposed to contact the company, they did, but nothing happened. I had to file a complaint with the BBB to finally get someone to tell us that they were ordering new foam cores for the sofa, but nothing about the scratches. Finally, after contacting Steinhafels and VIP warranty company at least a dozen times, we were told they won't fix the scratches or replace the sofa because the scratches occurred over more than one day! We have a number of pieces we plan to purchase for our home, but you can bet Steinhafels with their rip-off warranty will not be on our list of furniture stores. Today they are sending someone to replace the cushions, which are attached to the sofa and replacing only the seat covers--meanwhile the rest of the sofa is scratched. Every single piece of furniture we have purchased from Steinhafels in the past 3 years has been horrible. This is unacceptable. read more

Steinhafels customer service is a joke. Bought a mattress and it has a lil spot on it and because of that the warranty was denied. The customer service agent "Nate" who was in Illinois market if that's his real name is a complete idiot. Very rude, ignorant and a disservice to your company. If there's an issue then it needs to be explained not talked to like you're ignorant. Your company should inform people that the warranty only works if you don't use the item being warranted. The blatant disregard for people's issues is crazy. read more

I have never in my 20 years of business had such hardship getting a product, repaired or replaced. The disregard for safety and lack of quality in the product back up every bit of the business model Steinhafels executes. I've been more than patient and graceful with your team and have seen failure at every turn. A cold company to deal with. This is beyond exhausting. I purchased not one but 3 couches from your company that day. 1 is a dumpster fire and 2 creak like they are 100 years old. Whomever you're distributer is played you. The quality and stability are non-existant. read more

Steinhafels - Refused to contact with updates about repair. ive been stabbed by this dumbster fire. - Furniture Stores Near Me - Vernon Hills, Illinois

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What a horrible experience with this cheating company! Will never go back to any location. Very long story, but had a problem with one on the two couches we purchased. The huge sticker they put on the couch left a really bad dark patch that cannot be fixed. They said they would replace the piece, and then never contacted us again. I called them, they said no manager replied to there post (whatever that means). Then it was many times of them blowing me off, me calling back a week or so later, repeatedly. This last time I called after being PROMISED that someone would call me in 24 hours, which never happened, they said they were sorry their employee told me they were going to fix the damage their sticker caused, but they had no intention on fixing it! They even refused to tell me the name of the store manager! I guess it is a corporate secret. They then refused to give me the store phone number and said they handle all calls. What a racket these scammers have going on! I will say that our sales person, Cathy was great when we first bought the couches. Drew S. the manager seemed nice in person, BUT THEIR COMPANY IS HORRIBLE AND HAVE NO IDEA WHAT CUSTOMER SERVICE IS. read more

Steinhafels - Damage from the store's sticker - Furniture Stores Near Me - Vernon Hills, Illinois

One may think that purchasing a mattress is a transactional, almost a boring task. It could also seem daunting to enter a store and see all those choices. Unless you follow these steps: 1) do some research online ahead of time to narrow down your preferences (firm/soft, cool/warm, material, sustainability, price, etc.) 2) find the right store (Steinhafels) 3) work with the right person (Janice) Realizing that we need a new mattress, I dove into the net and came out with a name, the Purple. It checked all of the boxes on our mattress wish list. I searched for a place where we can see and feel it in person and chose Steinhafels because it was one of the closest and it had an interesting name :) Upon entering the store we were immediately greeted by Janice. The experience was pleasant, informative and laidback (ha, literally). They use individual mattress and pillow protectors and we were able to lay on any mattress. Janice was also thorough enough to inform us of all available promotions and discounts during the check-out. The delivery was also very pleasant and the gentlemen were efficient and polite. Finally, the cherry on the top, Janice called us the day after the delivery to ensure everything was in order and that we are enjoying our new mattress. Needles to say, we went back to the store since then to also purchase a new pillow and we will keep them in mind for the future. Besides the Purple, they offer a large selection of other mattress and pillow brands, as well as furniture. read more

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A year and a half ago after my husband passed away my daughters and I went to Steinhafels's to help me buy new furniture as I was moving to a new apartment. First I had a gentleman Neal who helped me and I chose some items and decided to come back another time to continue And I had a different sales person. I ended up spending between 25 and $30,000 on all new furniture. During the time they were helping me and talking to me one of them asked me if I want insurance on the furniture and I said no except for the couch. Reason being the couch was very expensive and it was an electric couch, and I knew that there could be problems in the future. The guy said OK I saw him write it down and that was it. I paid the huge amount of money went home. Look forward to the delivery of my furniture. About a month into living at my new apartment one of the mechanism on this 3000+ dollars couch Broke. They gave me a hard time because they said I didn't have insurance and I explained to them that I thought I did and my daughters were right there when I told my salesman that Iwanted insurance. Bottom line is that time they said it was under the warranty and they gave me a new couch. However, it's now a year and a half later and the whole thing broke down. I cannot use the electric legs of the couch going up and down I can't charge my phone and I just asked if they could send a repair man to fix the couch and I would pay for it. They said no, I think that's terrible policy of theirs and a lazy way to treat their customers. I will never go back there again and I've already told many people. By the way, the furniture is not that good. Don't go to Steinhafels 's. read more

Great place to buy furniture. Patrick was 10/10 amazing! very helpful and personable. Will absolutely be back for our next furniture purchase. read more

Wow $3000 on a couch and a chair that is pretty much crap after a month of sitting in it. Yeah I know how fat are we ! Well I'm not gonna say I'm obese but I'm 6-2 230 wife is half that. But damn in a month the cushions are that bad already damn shame . Not to mention supply chain issue couldn't get it delivered for five months.. Yep never would I consider them. What a joke. I will post pics shortly. read more

Terrible customer service and will try and sell you damaged and used goods at inflated prices. The General Manager Nick Stiag is woefully under qualified to perform a customer facing role and simply exacerbated a situation regarding a return instead of offering a solution. I have sent a direct message to Andrew Steinhefel (President) and to Jim Sergeant (District Manager) to get their take on the situation and I am awaiting a response. read more

I am very disappointed with this company. We bought two couches from them and I was told by the sales associate that the warranty program (VIP pet plus) would cover all stains from pets for the next 4 years. Low and behold when I go to submit a claim with the company they outsource to, they deny my request because I wrote the stain has an odor from my dog's anal glands. They said the small print says the warranty doesn't cover odors... what animal stain doesn't smell??? Now I'm told by Steinhafel's I can't get my warranty money back even though it's only been active for a month. They told me I can reach out to serve co.. the outsource company for a prorated refund. However, I've called three times today and been on hold for over 15 minutes before the line hangs up on me. Overall, a poor experience and I feel like The sales associate that helped me completely lied about what the warranty covers. read more

Sales Associate and Store Manager were terrific. After paying Steinhafels completely disappointed me. Set a delivery date and they never showed up! I called to see what happened and they said they could not make it that day despite calling me to confirm and texting me a time window. They rescheduled the delivery for 10 days later! That was the best they could do! I paid extra to have furniture assembled. The delivery team refused to do this. Never will be shopping again at Steinhafels unless they do something to rectify their screw ups! read more

POOR EXPERIENCE AT STEINHAFELS VERNON HILLS. An extremely poor experience with the delivery from the Steinhafels Furniture Superstore Vernon Hills store which really left a bad taste in mouth. The delivery team scratched our stairway wall while bringing a dresser up the stairs - and then promised they had made a note of it and someone would be in touch with us within 48 hours with a claim form. We still called in to customer care and they responded that yes, they do have it in their notes and someone will be in touch. Two weeks of nothing and then we called in to customer care again. And customer care tells us that among the bunch of receipts the delivery folks had made us sign upon the delivery - they had slipped in a property damage waiver form which specifically mentioned that we agree there was no damage done to our house. And as that form was signed, they are not going to take any further action on it and no further correspondence would be entertained from our side. And even though we called customer service immediately and sent photos of the wall, they would go by the waiver form, and waiver from only. The damage is a minor one and we didn't expect the delivery folks would straight up lie to our faces and slip in the waiver form within the rest of the paperwork. This wasn't such a big deal and we had literally given the store $13k worth of business. Neighbors, just be aware that this is the sort of customer service you might receive if there are any issues at the time of delivery. Would probably not recommend this to any friend or family. read more

Stay away if possible. Everything is bad from the price to the customer service and return policy. The worse, sadly!

I recently ordered a bedroom set and a Mattress. Seperately we love both items. The bedroom set is beautiful and has all the pieces we desired. The matress is extremely comfortable. The problem is, they do not go together. I literally have to climb in to my bed at night. (or else I will need to purchase a small step stool or trampoline). If the sales person would have been more concerned with our needs and not just selling us the most expensive she could, we would have been better off. The model on the floor had a much thinner mattress than what we purchased. We were not aware of it and would have been nice for the expert to warn us of the issue. At 60 years old and only being 5'4", getting into bed should not have to be an obstacle course. read more

Steinhafels did it too me again. When will I learn. They had one person deliver a sofa that I had put in the garage. It was an extra $130 for them to put in the house. The delivery driver must have dragged a cart or dolly up my driveway and put a big permanent scratch in the concrete. Because I did not inspect the driveway the day it was delivered they are not responsible. Why would I think they were stupid enough to create this damage and not report it to their boss. I like their furniture but their service and compassion for customers sucks. read more

I'll keep it short. we spent about 4,000 on bedroom furniture. it arrived very damaged. one drawer was so smashed we couldn't use it. we have been waiting over 3 months and still no drawer. prior to that we had a repair person from Steinhafels come and repair the rest of the furniture, but there are still sliver parts . in their store, we saw this exact set and it wasn't like what we received. we are so disappointed and will never go there again. Going through customer service was long and painful. it would of been easier if they just said it, "We don't care" read more

I saw a lamp at Steinhafels a year ago and took a picture of it. Since I now have some new furniture, I decided to order that lamp. I was surprised to see on the website that the price had gone up $50 in a year, so I called the store to inquire nicely about getting it at a lower price. Wow! I was told in a rude, sarcastic tone that "the price is the price", and "there is no manager for you to talk to." I found the identical item on Wayfair for $100 less, in less than five minutes of searching. Thanks, Steinhafels, for saving me money; and congratulations on losing a customer. read more

Cheap selection on most products, high cost compared to quality level and alternate places to purchase, misleading policies, unfriendly customer service, management unable and/or unwilling to service customer needs. read more