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| - We purchased a lovely Taylor J king size platform bed and 3 coordinating pieces, manufactured by Witmer Furniture from Steinhafels in 2015. Fast forward 2.5 years later and the bed is currently in pieces! It has broken twice. It was repaired and then broke catastrophically again in a different place. I fear that our pet or one of us will be injured if we have this bed repaired yet again and continue using it. It's a ticking time bomb.
It's not like my husband and I are hard on furniture. We've had a living room set for 10 years that looks brand new. We have antique pieces too that are in good repair. The bed broke from the gentlest of treatment because it is poorly designed such that all of the weight is positioned in the weakest places of the frame. Only 2 thin wood slats hold up each side of the bed. Three of those slats snapped off when the bed fell apart most recently.
I contacted Steinhafels several times begging them to live up to their supposed brand principles of "quality" and "customer satisfaction" to no avail. The customer service representative flat out told me that Steinhafels won't reimburse us. Their policy is to stand behind furniture for 1 year and that is that. The manufacturer's warranty is only for the first year too. Excuse me, but I expect furniture to last much longer than that especially when it costs a small fortune as this piece did from Steinhafels.
I'm advising you, the person reading this review, and all of my family and friends still in Wisconsin to shop elsewhere! Joybird, West Elm, even the big box retailers like Target and Walmart most likely offer better furniture than Steinhafels! I hope my grassroots boycott results in tens of thousands of dollars in lost sales because Steinhafels had the chance to make this right and didn't.
Meanwhile, our last hope is that the extended warranty that we bought through Guardsman will result in a full refund so that we can purchase a new bed that is safer and more durable. Unfortunately, I remain skeptical this will work out favorably. Steinhafels really pulled the wool over our eyes. Customers beware.
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I'm appending my original review above to share the latest news of my abysmal interactions with Steinhafels. I learned earlier this week from the manufacturer that our bed was supposed to have been installed with at least 2 additional leg supports to take the weight off of the joints by the headboard and footboard, the areas that keep breaking. The manufacturer's rep said, "Based on your description it sounds like none of the support legs were installed in the middle of the bed. These are designed to hold a large portion of the weight. If they are not installed all of the weight is transferred to the brackets." So the bed will keep on breaking as many times as we fix it since it never came with the right parts. Because my husband and I are not furniture installation experts, we would never have known the bed wasn't setup correctly. The problem originated with Steinhafels, though I doubt they will ever admit this.
Essentially anyone, whether it was us or movers, could easily break this bed upon reassembling it. After no response from Steinhafels to my emails after 4 days, I called their customer service number again.
I had the misfortune of being connected with "Ben," the customer service agent from hell. I kept asking to speak to a manager, but he kept me on the call as he is trained to do and the call quickly escalated out of control. He screamed that there was no way for me to prove that the original Steinhafels' installers didn't add all the parts that they should have. He even accused me of throwing away the missing bed supports! He blamed the movers. He blamed me. He scoffed, he badgered, he berated me.
At one point he was telling me how Steinhafels is a business and how their goal is to make money. Gee, that's a real benefit for the customer who is paying for a broken bed. Glad they can still be making a profit while we sleep on the floor. He was so hostile, I hung up on him.
After I stopped shaking, I called back and talked to "Ron," a sane and pleasant human being. He listened to my tale and sent a message to management. He even acknowledged that we wouldn't have known these parts were missing until now. Yes, exactly.
Still, I have zero faith that this situation will resolve. Steinhafels really digs its heals in and rips their customers a new one in the name of "customer service." It's a fascinating sales strategy. Why not just keep existing customers happy, admit that sometimes there are mistakes and issue the refund? The situation would work out and I wouldn't be trying to deter EVERYONE from shopping at their stores. Duh.
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