We purchased a living room set on May 3, 2009, from Steinhafels in Greenfield. We were told there was a 1 year warranty on the furniture. On April 29, 2010 (4 days prior to the warranty expiring) Steinhafels repair came out because 2 of the 3 cushions on the sofa were very noticeably sagging and very uncomfortable. The repair was made by putting more stuffing in the two cushions. The same thing happened to the cushions in 2011 so we called customer service again. This time we were told they could stuff the cushions as much as we wanted but the part UNDERNEATH the cushions was the problem and that is why the first repair did not work. We were even told that when we sit on the sofa to sit directly in the middle of each cushion and not on the seams as that would cause this damage. What?!!!! This furniture looks like new except for the cushions that sag on the sofa because we hardly ever use it". OF COURSE, IT IS NO LONGER UNDER WARRANTY AND THEY CANNOT GET THE PART ANYMORE/. Their response? I apologize but we cannot get the part to repair your sofa so there is nothing we can do?. I asked them to replace it because it should have been done right the first time/. Of course, they would not do that and besides, that so called warranty is a "limited warranty" so it would not have covered replacing the sofa in the first place;. So much for their Warranty! Their written warranty states: "Steinhafels stands behind all products with exceptional service and warranty against manufacturers' defects for one year'." If this is "exceptional service" I hate to see what they consider poor service|. After all the furniture we have bought from them, being a part of their "loyal customer family" has only gotten us a useless sofa that cannnot be fixed or replaced and a oh well, so sad apology !. We now have to buy a new living room set but I guaranty it WILL NOT BE FROM STEINHAFELS!!!!!!! 129807d



  Comments (1)
1. Written by Dthosking on April 1, 2012 from milwaukee, wisconsin, US
We finally heard from the head of the service department at Steinhafels. He offered to try to have the sofa repaired by putting webbing in where the damaged parts are. They said it would at least make the furniture look "better than we had now." Or, they would give us 38% off of new furniture. Not really impressed!

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