Customer satisfaction policies
Thank you for the opportunity to serve you
Below we have outlined many of our customer service policies for your convenience.
Steger’s Mistake Free Guarantees:
#1: 110% LOW PRICE GUARANTEE:
If you see a lower price on an identical item, we will credit you 110% of the difference within 30 days of purchase. Price must include the exact same terms and conditions (financing terms, delivery fees and in-stock availability). Price guarantee is only for another local, full service retailer within 40 miles of our store. If the item you purchased goes on sale at Steger’s within 30 days of delivery, we will credit you the difference. If the terms of the sale change, you may have your preference between the two sale offers. This price guarantee excludes floor samples, clearance, “AS-IS” items, going out of business sales. Pricing must be verifiable (website, written or emailed quote or print advertise).
#2: HAPPINESS GUARANTEE:
If you are unhappy for any reason with your in-stock order, you can exchange it for something you do love within 7 days of delivery.
The following conditions apply:
The item(s) you reselect must be of equal or greater value (no refunds).
If the item is to be exchanged by our delivery team, a 2nd delivery trip charge will apply.
One time reselection only.
Item must be in new condition. The item cannot be stained, soiled or damaged. It is Steger’s sole discretion to determine the condition of the item.
Custom order items are excluded.
Mattresses and all sleep products are excluded.
#3: COMFORT GUARANTEE ON MATTRESSES:
We guarantee a good night’s rest. If you are not sleeping well on your new mattress we will exchange it.
The following conditions apply:
•You must sleep on your new mattress for at least 30 days. All mattresses take time to adjust to your body and you take time to adjust to your new mattress. This is a normal adjustment process that everyone goes through when they purchase a new mattress.
•If after 30 days you are still not sleeping well, you have up to 60 days from delivery to exchange it (90 days for Tempur-Pedic).
The mattress you reselect must be of equal or greater value (no refunds).
•If after 30 days you are still not sleeping well, you have up to 60 days from delivery to exchange it (90 days for Tempur-Pedic).
•If the mattress is to be exchanged by our delivery team, a 2nd delivery trip charge will apply.
•One time exchange only.
•You must purchase and use a new mattress protector from Steger’s to ensure the mattress stays clean. If the mattress is stained or soiled the mattress guarantee becomes void.
•Sleep guarantee is only valid on mattresses of $999 or greater.
•For Tempur-Pedic mattresses, after 30 days you have until 90 days from delivery to exchange it. Fees may apply, as determined by Tempur-Pedic.
•Comfort Guarantee applies to mattress only. Adjustable bases and boxsprings/foundations are not returnable and will not be exchanged.
CANCELLATION: Most stock orders can be cancelled within 2 days of purchase date with no penalty. After 2 days the following conditions apply:
•Stock Orders are subject to a 10% cancellation fee.
•Custom Orders are subject to a 25% cancellation fee.
•If merchandise is cancelled after being held in our warehouse for longer than 30 days, an additional storage fee of $30/month will apply.
Items that CAN NOT be cancelled or exchanged are: mattress protectors, sheets, pillows, cut yardage of fabric, table pads, adjustable bases, mattress foundations and clearance/”AS-IS” items.
CUSTOM ORDER: A “Custom Order” is an item(s) that is not normally stocked in our warehouse or displayed in our showroom.
STOCK ORDER: A “Stock Order” is an item(s) that is normally stocked in our warehouse or displayed in our showroom.
CLEARANCE / “AS-IS” MERCHANDISE:
•Clearance merchandise will include manufacturers warranty (except for items marked AS-IS)
•All clearance sales are FINAL and no refund will be given.
•All clearance sales must be paid in full at time of purchase and delivery or pickup must be made within 7 days of purchase.
•Clearance prices are for the floor model. No custom orders at clearance prices.
1 YEAR FREE IN HOME SERVICE: We provide free in home service on all warranted manufacturers defects for 1 year after the date of delivery with our 5 Star Delivery and Premium Pickup Service. Standard Pickup items must be returned to our Warehouse for services. This does not include damages caused by excessive use and abuse of furniture. After 1 year, some warranted manufactures parts may be available at no charge but labor charges and shipping charges for parts will be incurred for service. We only offer in home service within normal delivery radius.
STEGER’S 5 STAR DELIVERY SERVICE: Our delivery is on our scheduled day to your area. We will call you the afternoon before your scheduled delivery day with a 2 hour delivery time window. If requested, our drivers can also call someone 30 minutes before their estimated time of arrival. We offer 1 for 1 old mattress and boxspring haul away & disposal. Purchase of Steger’s seal-tight sanitary mattress haul away bags required.
PREPARING FOR DELIVERY: Please have the area and the route to the room free and clear of obstructions and ready for delivery before we arrive. Please measure all narrow passages and tight corners prior to delivery to ensure furniture will fit. Our delivery personel will be happy to set up your new furniture exactly where you want it but, due to insurance restrictions, we are unable to move or rearrage existing furniture in your home.
ACCEPTING DELIVERY: If you cannot be there at time of delivery or you must leave, please arrange to have a responsible adult present to accept delivery. If no one is present to accept delivery and a redelivery must be made, a 2nd trip delivery charge will apply. Please advise us 2 days prior to your scheduled delivery if you cannot take delivery. Delivery must be accepted within 30 days of merchandise arriving in our warehouse. If merchandise is held for longer than 30 days, and arrangements are not made, a storage fee of $30/month will apply.
CUSTOMER PICK-UPS / SELF HAUL PURCHASES - PLEASE NOTIFY US AT LEAST 48 HOURS IN ADVANCE OF PICK UP
•We cannot be responsible for the condition of any item(s) once they leave our store or warehouse and have been accepted by the customer.
•We cannot be responsible for securing the item(s) for pick-up. We may assist you in loading the item(s) however, it is the customer’s total responsibility to secure the item(s) for safe hauling. Customer is responsible for bringing proper blankets and tie straps for safe transport.
•You are responsible for transporting item(s) back to Steger’s in the event the item(s) need serviced, exchanged or returned. Charges will apply if the item is picked-up by our delivery team.
Our goal is your complete satisfaction