We purchased an adjustable Aireloom mattress that cost $6,000. The delivery people put the bed together, took our old one, and left. Fine, but they didn't consult with us on the height, and adjusted the bed too high for my wife to comfortably handle. I called the store and they said they would not come out to re-adjust the bed. 'It's not our policy.' What? We're elderly, we paid 6K for a mattress, and it's 'not your policy' to ensure a customer's satisfaction? I would have 2nd thoughts about buying anything, especially an expensive adjustable mattress, at Steinhafels. read more

Worse Customer service!!! Furniture is not well crafted. The Service company is awful. They sell you their service package through Servco. You sit on the phone for hours. You wait 2 months for parts shipped to your home wait 3 more weeks to get an appointment for the repairman to come out. To be told they sent the wrong part!!!!!!! Now they say 12 weeks to get the new part. Over 6 month before they can install the controller. In the meantime you cant use the recliner that is stuck in the open position. read more

Run away from this company.They don't stand behind their products and their customer service department is just trained robots telling you they can't do anything to help you. If you have a defective product they could care less after the sale. read more

I had one of the worst customer service experiences at Steinhafels (Schaumburg/Norridge locations). I purchased two chairs on a Sunday from Schaumburg store and scheduled delivery for the following Wednesday. On Monday, the very next day, I decided to cancel after finding a better option. I made multiple attempts to cancel beforehand -- I called the store, was redirected to customer service, spoke to Bill, who told me he was off today and was told I had to speak to my salesperson, who I couldn't reach as well. Since I couldn't get help over the phone, I drove to the Norridge store in person (closer to me). At that point, I was told it was "too late" because the chairs were already on a delivery truck -- nearly 48 hours before the scheduled delivery. I was also told I would be charged a $100 delivery fee for items I never received. Customer service representative named Nate (no last name given) was completely unhelpful and inflexible, repeating policy without any effort to resolve the situation or acknowledge the circumstances. Was very dismissive and didn't acknowledge the situation at all. After over an hour of frustration -- including calling my bank to initiate a dispute -- the manager in training (forgot his name) in the Norridge store was finally able to cancel the order without the fee. This proves the situation could have been handled properly from the start. After this experience, I'm not surprised to see the consistently low ratings for these locations. Unfortunately, my experience aligns with them. The lack of communication, rigid policies, and unwillingness to assist customers is unacceptable. I will not be shopping here again and would strongly caution others before making a purchase. read more

I ordered 2 chairs that I was charged for but the store didn't have. I wasn't made aware of the situation until I tried to change the delivery method. I sent 2 emails and made 2 phone calls to the store and never got a response. Terrible customer service! read more

The customer service at this company is shockingly bad and they clearly don't value customers. We bought a sofa in March from the Downers Grove location (Order: 0302533EM94) and, since we special ordered the ottoman, were told to special order the sofa to ensure the fabric matched--even though it's the same model stocked in store. Delivery was promised by our salesperson to be 6-8 weeks; it took 13. Upon arrival, the sofa fabric was snagged and it made loud creaking noises. The delivery team refused to reject the delivery and told us to call for service. A technician couldn't repair it on the first visit, so the sofa was picked up weeks later for workshop repairs. After over two weeks without a sofa, it returned with worse creaking. Another service call was scheduled, and the same tech determined the sofa couldn't be fixed and should be replaced. Despite several weeks and calls to customer service, they now insist on another workshop repair and refuse to simply replace the sofa--even though the exact model with the same fabric is in stock--because we special ordered it. There's no direct line to the store. All calls go through a call center, reps refuse to transfer, and it's impossible to get a callback from a supervisor or the Service Manager, no matter how many times you ask. If Steinhafels resolves this, I'll update my review. But as of now, with another workshop repair expected to take at least two weeks--during which I'll be without a sofa--I'd give negative stars if I could. read more

HORRIBLE customer support. Had to call 4x's just to get someone to address my issues. purch'd off the showroom floor & had to have 13 replacement parts for 2 sofas. Took over 6 months to get issues resolved (unable to sit in sofas & 3 days total off work). Delivery is ridiculous: sofas went from downers gr to WI then another deliver to Bolingbrook & finally delivered to home (which is 20 min from Downers). Snow storm came on my delivery day & my delivery was postponed another week. Delivery mgr actually told me he bumped me a whole week bc it would cause others delivery to be bumped & that would just upset OTHER customers. I asked to speak with customer service mgr for compensation & they never bothered to callback. I called again & my file said NO to compensation. I will NEVER buy from them again. Buyer beware read more

good salespeople but when you are in the customer phase you might as well forget it. they are horrible dont waster your money here

Was set for a delivery date today, we scheduled around my cancer treatments a month prior. Got an automatic message 1 hour before delivery that they had a delivery driver call in sick. They automatically rescheduled my delivery for Sunday, unfortunately I am flying to visit my brother in hospice over the weekend, which was another reason why this delivery date was important to us. I called the Steinhefels to reschedule, their customer service has no way to prioritize deliveries, so you just go back into the queue. Pushing our delivery date to friday. The company won't do haul away on delivery so we had to remove the old couches on our own before the day of the delivery. Those were thrown to the curb in preparation for todays delivery. I also prepped after my last treatment this morning by getting cash for the delivery drivers. I spent the last month in isolation sleeping on our old couch due to some of the medications toxicity. I was out of isolation on Christmas day. Able to finally have my first real meal, hug my daughter, see my family. This delivery was supposed to be a symbolic celebration of finishing my radiation treatments and isolation. I've included a photo of the symbolic space that I spent this last month and where the couch was supposed to go today. While on the phone the customer service rep asked me to take the emotion out of it and just focus on the date of the delivery. I said soonest available excluding Saturday/Sunday while I visit my brother in hospice. They booked me for 8 days later. To me, this is relevant because you're doing business with a company that has no way of prioritizing the customer experience when it comes to delivering their product. Bob's Furniture would've had a backup plan, I even know instances where the owners family members completed deliveries in special cases. You're not dealing with a company like that here. I will consider changing this review but for the time being I need to tell people that even if you have cancer, dealing with the death of a loved one, you will be put into a digital queue with an identified number, not a customer... asked to take emotion out of your purchase, out of your experience inviting them into your home, and being a part of your plans for the future, asked to focus on the best windows that fits within the constaints of their scheduling system... prioritizing existing schedules to monetize and capitalize on efficiencies. read more

Steinhafels - The location of the couch that was supposed to be delivered today. Where I spent many sleepless nights during my cancer treatments. Empty. - Furniture Stores Near Me - Downers Grove, Illinois

If I could give ZERO stars I would!! DONT EVER BUY FURNITURE FROM HERE!! The customer service is horrible!! We purchased a recliner sectional about a year ago and need parts replaced. The Velcro on the back of the sofa meant for hiding the wire connections and keeping them protected is defective and doesn't stay intact. This led to electrical components no longer working and making the couch completely useless. Now we cannot recline any of the pieces. We purchased the "VIP protection plan" when we bought the couch. We were told by our sales person, Fikrat, that if anything is defective or breaks they will replace it with a new piece. We were also told that it will cover any type of defects or pet damage. Well that was a lie!! We filed a back at the beginning of September and it was immediately denied!! After fighting back and forth with customer service and servepro (the insurance company) we got them to agree and send one of their "certified technicians" out so they could evaluate. We were then ignored for awhile, no communication whatsoever about parts having to be ordered. When we called to follow up, we were told the parts had been ordered and they would let us know the ETA. Well they never did and we had to reach out again multiple times. I was told multiple times though multiple phone calls that they would get back in contact with me to update me and never once did they. We just kept being told, "the parts were ordered. We will call you back in a day or so to let you know the ETA" and then we would never receive a call back. Turns out the parts were never ordered until 10/31 (almost 2 months after the claim was filed) due to "confusion as to which parts needed to be ordered." However, was assured it was a "certified technician" that evaluated the couch so why such the confusion on what was needed to be ordered?! Their "VIP warranty experience is trash" now I'm being told that the parts to repair the sofa will not arrive to me until March of 2026!! Then I have to schedule an appointment for them to send someone out to repair it. So we're going to be going on probably 7+ months without having a working couch!! I've called servepro and Steinhafels customer service multiple times. The girl I spoke with yesterday was extremely rude and refused to let me speak with a manager!! The sales guy, Fikrat, completely ignores our attempts to reach out for assistance (he has read notifications on his texts and they are read and blatantly ignored). Do yourself a favor and save yourself from the headache, hassle and regret and go somewhere else. We paid over $6,000 for this sofa that was defective basically to begin with because of the Velcro issue!! read more

Absolutely terrible. Ashley quality with Smithe arrogance. Let this be a warning to any of you considering a purchase here. Whatever your salesperson tells you about returns or exchanges, do not believe them. They will say whatever they need to in order to close the sale and the company will flat out refuse to do anything if there's an issue once they have your money. I couldn't believe how they acted so I went ahead and called their corporate office for customer service. After asking for a manager, the employee literally told me "no, I don't need to get you anybody" then they hung up on me. I reached out on messenger and they blocked me. Keep in mind, all I wanted to do was exchange a sofa for the same thing in a different size because my sales person told me I would be able to do that if I had a problem with how it fit read more

We bought a couch for $6000 dollars with the extended warranty. In less than a year we discovered pilling of the material all over. When we put in a claim for the couch, we were told that because it was less than a year old we had to go the customer service not the extended warranty. We reached out to Steinhaefels customer service and they flat out said that pilling is not covered and we should by a de-pillar. In talking to everyone at Steinhaefels they said cloth couches will pill, however when we purchased the couch, nobody was transparent with that information. We would have never bought the couch knowing that. The manager of the store said it's like buying a sweater and having it pill. Not a good analogy! The cost of a something I wear for a season or two cannot compared to the cost of a piece of furniture that is meant to last for years! Would never recommend buying something from them again! read more

WORST CUSTOMER SERVICE EVER!! Steinhafels has a large selection of furnishings, lamps, etc. and even a larger selection of inept, uncaring employees. Think twice before you shop here and don't believe the promises they give you. PS - I found the same lamps I purchased on line at Bed, Bath and Beyond for much less. read more

One order of furniture took 3 months to receive. Almost every piece was damaged in n some kind of way. And they made me feel like it's my fault. I would never order major furniture from them again. If the 5th piece comes damaged I will ask for a refund and find something else. Management was good at handling the problem. Promised the furniture would be checked before delivery. It wasn't. Unless you buy it off the floor and take it home, I would not deal with these folks. read more

We purchased the Storage Solutions Jenny Hall Tree, and unfortunately, it was delivered with a broken leg. As a result, it's been sitting on the floor and taking up a large part of the room for weeks. When my boyfriend pointed out the damage during delivery, he made it very clear that the leg was broken. Even if it hadn't been, we paid a significant amount for a new item--not a damaged or refurbished one--so we reasonably expected the replacement leg to be brought during the follow-up appointment. I rearranged my work schedule today to be home for that appointment, only to be told they don't have the replacement part--and won't for several more weeks. That is completely unacceptable for an item in this price range. I'm extremely disappointed with the experience. I would not recommend Steinhafel's to anyone unless you're okay with broken furniture sitting in your home for months, especially right after moving in. read more

All is they care about is a sale, terrible customer service if you need help, from salesman to manger to VIP Care. After we had one tech come out drawer still malfunctioning. Now we have to use VIP Care insurance and we can not get anybody to come out to fix our drawer. Given one excuse after another. Surely delay tactics to wear you down. Side wood piece holding slide is clearly away from front. Customer service claims to order part (maybe drawer slide, maybe wood.) but no one came out to inspect. Told up to 14 weeks to get part. This is unacceptable, I ordered drawer slide on Amazon came in 2 days. (If this is the part they are referring). Stay away from this store and don't be coerced into buying VIP Care $1,442.00. The star should be zero. read more

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Millennial here, once again... Now I actually like Steinhafels however we went to the new location in Orland Park and I thought I was ready for what was about to happen but then it was way beyond what thought. The vultures were in full effect! At every single turn someone was there to greet me instead of letting me look around unbothered. This store puts used car salesmen to shame! I'm not sure if that's a good thing or a bad thing but as an introvert, I was ready to leave immediately as soon as I walked in. I was already tired and had zero energy. Despite all of my best efforts I just couldn't get my wife out of there fast enough. I should apply for a part-time job there because there's no way commissions is making me follow and greet the same customer 50 times throughout the store. Sorry Downers Grove that I had to write this review under your store but there's no page for the Orland location yet so I figured since it's the same company anyway, why heck not. Two stars because I do like the selections, just keep the salesmen at bay. You catch more flies with honey. I'll come to you to ask you questions when I'm ready. Stop having all of your associates greet and following me through the store and hiding around pillars. read more

I bought a protection plan for living room furniture. The designer I worked with told me if I didn't use I would get a refund. As it turns out it is an in store credit. I would never have bought if I knew this was a condition. I have worked with the Better Business Bureau but didn't get anywhere. Asked if I could use online and have delivered to a friend's home. Answer was no! I no longer live in the Midwest and so was hoping for a refund or be able to buy online. For an employee own business the customer service is terrible. My only advice is do not buy the protection plan. I have bought living room and bedroom furniture from Steinhafels. Hoping for better customer service. read more

This review is not specific to the Downers Grove location. It applies to Steinhafel's in general. We purchased a leather couch and have had it for one month. Upon delivery there was a scratch which required us to have a technician right away. Now the corner cushion has deflated. Since we did not purchase the extended warranty for $400, we have to pay $150 to have a tech come out to service the problem. The parts are covered but not the labor. Who would think that a $2700 couch would fall apart within weeks. Get your furniture anywhere else. read more

Stay away from this furniture store. Low quality furniture at high prices they won't stand behind. Had couch and love seat a year and fabric completely coming apart. Furniture looks like it 10 years old. Purchased their VIP extended warranty attempted 3 times to get repaired each time they have denied us with different reasons. When we purchased the warranty they said we could get refund on warranty if we wanted. Asked for refund was denied that as well because we filed a claim. Didn't matter that they denied claim fact that we made a claim counted as using warranty. Even though no repairs were made. What terrible customer service from a company expanding to Chicago land area. Only a matter of time before the going out of business signs start going up. read more

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Do not purchase their Mattresses!! They have no trial period and your mattress is non returnable. Purchased a dreamcloud mattress which was the worst mattress ever waited 24 hours and they told me to wait another 72 hours to expand. Call them back to let them know that they mattress was not expanding and that if you sit on the side of it you will fall to the floor. Refused to exchange or refund mattress. 6 months later my entire body aches. The mattress sagged the very first day and stayed that way. Also purchase their baseboard which I never use because only the feet go up and the rest of your leg is off of the mattress so you're back ends up hurting. If you'd buy a baseboard make sure the knees raise up. Terrible customer service and warranty department read more

Terrible customer service. Will do everything that they can to avoid helping with any issues, even if a warranty is purchased.

The in-store shopping experience was fine, however, it was the delivery experience that was not. First of all, the sales lady said we could get our mattress within a few days but then after we paid we were scheduling delivery and the first available day was 3 weeks out. Okay, fine. So we schedule the date but did not discuss the time. Two days prior to the delivery date I got an email/text with the delivery time which did not work for me because I work from home and had meetings at that time and my 8 month old baby would be napping then too. An hour after I got this text, I called customer service to reschedule but they said they could not reschedule without a new delivery charge because it was within 36 hours. I emailed the sales lady about it and she said there was nothing she could do. The day of delivery I was late to my work call to accommodate them. They came, woke up my baby, knocked the gate off the wall and told us they couldn't take our mattress topper even though the sales lady told us they could. So nothing tragic happened here but the whole thing was just annoying and not good customer service. read more

Just wanted to give everyone a preview of this so called furniture store! I ordered a bedroom set from them 6 weeks ago, so last night my son and my husband got rid of our bed (except for the mattress) and today on the day of delivery they call to tell me they can't deliver. So now my 72 year old husband and I literally have nowhere to sleep. At 67 and 72 a mattress on the floor is totally not going to work for us. This is unacceptable in every way. So beware because this store is a joke!! read more

We purchased a large sectional, loveseat, rug and special order counter chairs. We received the sectional but have waited shy of 2 months on the special order. We verbally set the delivery date and when the delivery was a no show, contacted the store where someone changed the date due to a driver being injured but didn't call, email or text us to let us know. Extreme lack in any communication. I asked to speak to a manager and never received that. There's plenty of stores out there that would be willing to take a $20,000 order WITH customer service. Very disappointed read more

May 2023 - Still no agreed to solution from this company. I received a poor condition custom table where I paid over $4,000 and in my opinion received a table worth $300. What a rip-off. read more

Huge store. Walked the entire first floor without any salesman talking to us. Was looking For lift chairs only to find out they were on 2nd floor. I do not like salesmen following me around all the time, but a contact when we entered the store to show us where the chairs were would have been nice. read more

WARNING to make sure you look for delivery damage to your property before signing anything as they will not fix any damage and customer service terrible and their answer to everything is "you signed for the delivery ". I did not notice damage to my exterior sliding glass door until I stepped outside a few hours after delivery but that didn't matter. I would expect better customer service after the amount I spent in their store. read more

Decent place It's in line with Ashley Furniture, Value City, and maybe the Dump. They have two levels in the store, so it's quite big inside.... Meaning they have a lot of furniture. There are many different styles and price points, so I'd recommend stopping in here to see if there's anything on your list. read more

I purchased a $6000 couch and ottoman within 2 weeks of it being delivered we heard 3 loud cracks. They sent a " technician " out who did nothing. Then I had to call to schedule a service pick up. When they returned it there was a big stain on it! And when i asked about it they said "oh yeah it got wet" called to speak to a manager and the guy refused to let me. WORST COMPANY EVER! read more

Steinhafels - Stain on couch - Furniture Stores Near Me - Downers Grove, Illinois

I purchased a $2500 couch along with a warranty that supposedly covered everything. In under 2 years the seams split and they refused to honor the warranty. Their customer service people are rude and disrespectful. I would not ever buy anything there again. I wrote a review on their site and they keep taking down the negative ones but leave reviews that are a couple years old up. read more

Steinhafels - Furniture Stores Near Me - Downers Grove, Illinois

BUYER BE WARE!!!! I picked out some items from the store in the store. the sales person put together an order for me to pay for later. The online order didn't work, after attempting to rectify it multiple times, I placed an order online. the items didn't work in the house, when I went to return, I found out about a restocking fee that was NEVER mentioned in store. I reached out to CS for assistance and was told a manager would call me. NO ONE called. instead I received another email saying the restocking fee stands. I again asked for a manager and was denied. Terrible service. Will never order from this company again. read more

I couldn't get a hold of my salesman to return a couch. The number on his business card was a general phone number which I left messages on. So I then called headquarters and the customer service gal that I talked to was so rude to me and condescending-- by then my window of return had closed and she could do nothing to help me. And buyers beware- the company offers you a warranty for $400 extra. If you don't need to use that warranty, at the end of the warranty you get to spend that $400 in the store. Which is great....BUT, if this store closes down, you might be SOL. Two words: ART VAN. read more

We had the occasion to buy a recliner today. Our sales person was the absolute best. His name is Cecil.Cobb. He was very patient and professional. He took his time with us and my husband is a meticulous person that likes to try out a lot of different options before he makes a decision. Cecil hung right in there with us and made sure that we were completely satisfied I had never heard of the store before, but I definitely see myself coming back to buy furniture from the store especially if Cecil is still working here. Great day read more

I recently purchased a room full of furniture from Steinhafels in Downers Grove. There were a couple of small glitches involving delivery. I am writing this review because their customer service was excellent! I received practically immediate responses - within an hour every time! They were friendly, attentive, and of course I should also mention, the furniture is perfect. I would absolutely recommend this company to anyone looking for nice, yet not overly expensive, furniture. read more

Purchased a $5100 sofa from the Downers grove location. When it came time to delivery for the Wednesday after Memorial Day I was in need of rescheduling the delivery. I spoke with the team over the phone and they told me I would need to pay a re delivery fee. Since I didn't notify them 72 hours in advance and not 60 hours as I was doing. With it being the holiday that Monday I asked if there was anything we can do to make this work. They told me they would get back to me the following day (they day of proposed delivery) and let me know what they can do. They got back to me the day AFTER the delivery and said the fee stands. No delivery was made or attempted . And I was told to wait. So they said either pay the fee or cancel the order. Pretty shady way of finessing a fee from someone. Decided to cancel the order. 0/10 Customer service do not recommend. I bought some other furniture at crate and barrel and they came back a few days after delivery unannounced just to check if we wanted the furniture rearranged again! that's customer service! read more

Purchased a media console which was delivered in horrible condition. Broken door, scuffs to the finish and a years worth of dust and grime. A second replacement piece was delivered and this one before being removed from the truck, had a cracked piece of wood on the bottom portion of the trim. Now there are none in stock until possibly early January 24. I offered to keep the first piece if the door was repaired along with a $300 credit to offset the condition of the furniture. My offer was denied and never communicated to me. This company has horrible customer service and apparently poor warehousing to allow furniture to leave in the condition mine were received in. They also charge horrendous delivery fees far exceeding any of their competitors. Beware ! read more

Our sales representative Cecil was awesome! He knew the product very well and detailed all the key points of the couch we purchased. He also went above and beyond to get an extra piece delivered to our home so that we could enjoy the holidays with our new couch. We cannot say enough about him! Ask for Cecil if you go to the Lombard store! read more

Sales people and Interior Designers are well versed, professional and assisted with every detail! The furniture overall, good, better to best quality and displayed beautifully! Two huge floors and one of the largest mattress departments with a machine that determines the right mattress based on your pressure points. Management was very friendly and pointed out their hospitality area with coffee and fresh baked cookies...made my day and found everything I needed! read more

Steinhafels is an employee owned company. Meaning every associate has stake in the service being up to par which is evident. No sales reps lined up at the door ready to pounce, very professional and relaxed. You can look freely. The website doesnt do it justice, a must see for the two levels of furniture. There is furniture made in US and imported. Big selection. All different price ranges. $499 sofa to $5999. Something for everyone. Kids Furniture, lift chairs, leather, customization on some pieces/lines, bars and other hard to find items. A ton of accessories. Worth a look. read more

Steinhafels - Entrance - Furniture Stores Near Me - Downers Grove, Illinois

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