Steinhafels Mattress

Beware of buying from Steinhafels due to in-store policies that may not be communicated to you during purchase. We found a mattress online, but we wanted to spend money in our community and buy from a local business. After trying out the mattress, the salesman told us that the manufacturer had a 365 day return policy (which we already knew from our online research). We were not 100% sold on the mattress, but with the generous return policy we decided to take a chance. Once we decided to purchase, the salesperson asked us if we wanted to buy a mattress cover. We already had one and didn’t need it, so we said no. As we were signing the paperwork my husband (who works in law enforcement) asked questions about what we were signing as it mentioned a shorter warranty period. The salesman said not to worry about it as the lesser warranty did not apply since the mfg of our mattress had a 365 day warranty. We should have asked more questions. 30 days later we decided to return the mattress and spoke with the manager of the store. She immediately told us that if we didn’t buy the mattress protector that it voided the return policy for Steinhafels. The salesman failed to mention this during the sale. We then asked if we could work directly with the manufacturer (again, knowing they had a 365 day return policy), and we were informed that if you buy ANY mattress from Steinhafels, the manufacturer return policy is VOID and you are subject only to Steinhafels return policy. The manager literally told us that we could return it if we had bought it online and not from their store. We informed her that we had planned on doing just that, but we had decided to spend our money locally instead. This prompted her to at least check with the owner of the store to see if any exceptions to the policy (that we were not made aware of at the time of purchase) could be made. They came back with an in-store credit option, but ONLY if we bought their very expensive mattress protector that we did not need as we already had a brand new one at home. And if we found a mattress that was less expensive than the one we originally purchased, there would be no refund of the difference. Basically they were forcing us to spend more money on a more expensive mattress and forcing us to purchase an overpriced mattress protector. We felt we were trying to do the right thing and keep our business local, but in the end we would have been more successful if we had bought directly online. We will never shop at Steinhafels again, and suggest you buy online instead.

The salesguy (Doug) was chill, forthcoming, knowledgeable, and he wasn't the pushy, hard-sell type at all, which I really appreciated. Also, he asked us questions to narrow down what my wife and I really wanted, and he had us try a lot of different mattresses to zero in on the perfect choice. The mattress we kept coming back to after shopping around was one of Steinhafels Dreams line. Super comfortable, and there's no feeling the individual coils like we felt in other brands' similar options. I've had back issues for years, and after a little time spent sleeping on our new mattress, I feel my back has realigned--no more pain! They also have one of the best warranties we came across, and they don't inflate their prices with delivery fees, and charges to upgrades on "free" options like some other stores do. All the mattress stores are basically within a few blocks of each other in Green Bay, and I don't think Steinhafels stands out among the rest, but I'd recommend them for sure.

Extremely disappointed with Steinhafels customer service. I ordered furniture from the Oak Creek location in May. I was told it would be available in July for delivery. Great! Worked perfectly with my timing. False. It is now February 15th and I still do not have my furniture. I reached out to customer service to request to not be charged for shipping due to the inconvenience and delay in receiving my furniture. I was essentially told "that sucks but we're still charging you. If you do not want to be charged, you can pick it up." I will be telling everyone I know to never shop with this company (the wait time alone is discouraging) and will not be returning.

It took four separate delivery trips over several weeks for my bed frame to be delivered as the first time the delivery crew broke the bed, the second time I came home to see the piece scratched up and damaged not to mention they marked up and scratched my bedroom walls. Upon their third attempt I was told the damaged pieces would be replaced, but they just colored in the scratches and apparently thought I wouldn’t be able to tell. So after going back and fourth with customer service again, I arranged for them to come a fourth time to deliver the product. I was told someone would contact me regarding the damage done to my walls but never heard from anyone. After all is said and done I have a beautiful bed frame but I will not be purchasing from here again due to the poor customer service, lack of communication and disrespect I felt from the representatives I spoke with. Family members and coworkers saw the poor experience I went through and do not plan to work with them either. I understand things can happen, but this was extremely unprofessional and disappointing. I have never left a negative review online until now.

So easy to work with. I picked out what I wanted online. I had a special credit and John from the Madison West store was so helpful. He took care of everything in just a few minutes. I keep coming back and you should as well. It is hard to find a no hassle high quality furniture and bedding store. They are family owned! A Wisconsin gem!