steinhafels.com Reviews 3

17, 2025
We had a very disappointing experience with Steinhafels in Downers Grove, largely due to poor communication and management. While we liked the furniture and initially enjoyed working with their designer, Theresa, the situation quickly went downhill.
We were told by Theresa that a rug we ordered was fully refundable and that we could decide after delivery. When we attempted to return it, we were informed it was not returnable because it was considered "custom." Theresa then told us another employee, Eric, was new and had misunderstood the policy, and reassured us it would be handled.
Less than an hour later, a manager named Jeremy called and told us the information we were given was incorrect and that we would have to pay a restocking fee. When we explained that we relied on what their employee told us, he responded that we "should have read the contract." Being held financially responsible for a mistake made by their own staff is unacceptable.
To make matters worse, Theresa never returned our call after this conversation. This was especially disappointing considering we had already spent over $20,000 at the store and were planning additional purchases, which we ultimately canceled.
This experience confirmed the negative reviews we had previously overlooked. Based on how this situation was handled, we will not be returning customers and would strongly caution others to think carefully before purchasing from Steinhafels.

Steinhafels provided me with a shoddily made sofa. Sent out a customer service agent once who tried to reshape the pillows in the cushion covers, but they were so ill-fitting that it did nothing. They told me that they couldn’t fix the problem because I had not purchased the warranty. Why would I need a warranty for the item to be made correctly the first time? They provide no customer service and leave you hanging if you have a problem. I will never go back again and warn you buyer beware!

On 5/24/24, I ordered a table and chair set from Steinhafels in Crystal Lake from salesperson, Laura Heiting. I was to wait a few weeks, however it was 7 or 8 weeks. The items were supposed to be delivered yesterday from 1015-1215. I received many texts/emails to make sure I was present or I would have to pay a fee. I was of course home all day and the delivery guys said that some of the items are damaged in shipping. The guys who loaded the truck didn't secure the table or some chairs and they were not properly covered with moving blankets. The delivery guys brought some of the chairs in and didn't bring them all in because of the damages, the table was also never brought in because they said it was extensive. I found damage on a chair that they said was good, so they took the table and chairs back and they left. I was told that they would call me in a couple of hours... I never received a call or email. I tried to call customer service and they didn't really care, just said I had to take the doctored furniture and deal with the condition that they are in. I agreed to pay for new chairs and a table set, not used or beat up furniture. These items totaled to $5177.37. These are not cheap items. I also tried calling the store, however the calls get rerouted to the customer service dept. The sales rep (Laura Heiting) called me today (per my email) and she laughed and said I was stuck, then hung up on me. Attempted delivery was 6/26/24.

As of 9/15/24 - The Illinois Attorney General made Steinhafels issue a complete refund. Steinhafels has lied so many times, committing fraud by saying I signed the agreement (which I never signed anything) and now I am stuck paying a restocking fee of 30% for items that I never received. That's right, Steinhafels damaged the products and they want to charge me... they were never even in my possession. Save yourself the time and aggravation... DO NOT BUY from Steinhafels... you will be sorry!!!