Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an executive office chair at ******* online in April 2023 and use it every day. Recently the hydraulic cylinder which keeps the chair seat elevated has begun to go bad, and every time I try to sit in it, the seat sinks all the way down, which makes it hard to work, as I need the seat elevated. I asked ******* to help me replace the hydraulic cylinder but they told me their 12-month warranty had expired and sent me to Flair Furniture, which made the item. (***** gives a two-year warranty, and I'm still technically covered under that, until 4/27.) When I asked ***** for help, they told me that yes, my warranty was still in force but ******* had to initiate the process with them to get me a new cylinder. When I went back to *******, they insisted they had no process in place to do this and sent me back to Flair, who refused again to help me. In all, I made four calls to Flair and three to ********** me this is simply fraud. If I still have a warranty in force, why can't someone help me order the new part? Why won't ******* make the effort to do what's necessary? Why are they willing to let the warranty expire without trying to solve the problem?I'm furious about this and feel they should be responsible for dealing with this issue. It's not difficult or expensive to replace this cylinder; why can't they make sure it gets done?

  Business Response

  Date: 04/11/2025

  Good afternoon *****!

  Thank you for reaching out to us and highlighting this issue. I sincerely apologize for the frustrating experience you are having. We always aim to deliver a great experience, and we are disappointed when we dont meet expectations. Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesnt happen again. I have reached out to you via email so we can make this right. Thank you again for reaching out to us and informing us of your experience. I hope we change your experience to stellar. Have a wonderful day. ************* (VB)

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Case number so ********* they were shipping out a new table because one I received was damaged, tracking ***** ************ says damaged so be sent back to sender , I emailed them a copy from ***** n no one will answer, iam out $337.24 all I want is the table

  Business Response

  Date: 03/11/2025

  Good afternoon *******,

  Thank you for taking the time to write this. I sincerely apologize for the issues regarding your order. We always strive to satisfy our customers and are disappointed when we do not meet those standards. I would love to make this right for you. We have reached out to you and hope that we will be able to provide a solution to this issue Again, we apologize for the less than stellar experience with us and hope we can make it a better experience. Thank you for your feedback and we hope to have the chance to serve you again in the future. Customer Care (VB)

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23044445
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/12/2025

  Good morning,

  Thank you for taking your time to inform us of this issue. We strive for a stellar experience all the way through delivery and we are disappointed when we don't meet those standards. We have reached out to you in hopes of making this right and providing the perfect resolution for you. We sincerely apologize for the less than stellar experience you have encountered. Please do not hesitate to reach out to us at ************************************ Thank you again for your feedback and we hope to turn this experience around for you. ************* (VB)

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23044445
  
  I am rejecting this response because:
  I have emailed 2 times n target has also as I said you did ship out a table but I never received ***** said damaged, in the email I set you was also the tracking for it so I want the table that I paid for , also on yesterday bbb letter you didnt even address it to me in someone elses name so if you arent sending a replacement table I will then have to go a full refund n in the email you sent me about the new table I was told I could get rid of the damaged one , so you can have the chairs , its up to u send a table or refund me 
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23044445
  
  I am rejecting this response because: I have emailed 2 times n target has also as I said you did ship out a table but I never received ***** said damaged, in the email I set you was also the tracking for it so I want the table that I paid for , also on yesterday bbb letter you didnt even address it to me in someone elses name so if you arent sending a replacement table I will then have to go a full refund n in the email you sent me about the new table I was told I could get rid of the damaged one , so you can have the chairs , its up to u send a table or refund me 
  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 03/17/2025

  Good afternoon,

  We sincerely apologize for the mistakes and we do not want to leave your experience with us less than stellar. We appreciate your patience with us and will be reaching out with a resolution. Again, we sincerely apologize for your experience and we are disappointed we did meet expectations. If you still have a concern or a question specific to your individual order or need, do not hesitate to connect with us at ************************************ Have a great day. Again, thank you for your feedback and patience. ************* (VB)

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23044445
  
  I am rejecting this response because: I have emailed you now 6 times n called with no response, all you done is take my money , so done with this company, will be posting every where how u treat your customers 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for 6 CARNEGY AVENUE Black Metal Pedestal Dining Table - Base Only - Seats 2, through ********** with this company. I received 3 of them the first week of September. I called ********** in regards to the missing 3, and they refunded me, then placed another order for 3. I received 1 around the 10th of September, and one on the 13th of September. I spoke with ********** about the 1 missing base the week of September 15th. They told me the company said they would be sending the last base and someone from the company would contact me withing 48 hours. No one from the company called. I spoke with ****** ******* 9/21/2024, and she said she would take care of it. I've been told before that I would get it and haven't. The case number is ********. My original order was placed on 8/27/2024. It is now close to one month of ordering and I still do not have my complete order. They are never able to provide a tracking number.

  Business Response

  Date: 09/23/2024

  Hi Avia, 

  Thank you for bringing this to our attention. We appreciate your patience as we escalated your case. It has been confirmed that all pieces for your complete order have arrived as of the morning of September 23rd. 

  If there is anything else that we can assist with, please let us know. 

  ****** Red

  Customer Care

  Customer Answer

  Date: 09/23/2024

  Can you please close this complaint? ****** ******* helped me see there was a mistake on my part. 

• Initial Complaint

  Date:08/24/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We need to request replacement parts under warranty for a product sold/manufactured by Flash Furniture. I sent messages to them via their website multiple times to no avail. I eventually sent a letter on July 25, 2024, which remains unanswered. Please see the enclosure for reference. I need to request a response from Flash Furniture and the replacement parts. Thank you.

  Business Response

  Date: 08/27/2024

  Good Morning,

  This is the first time we are being made aware of this issue. We have checked all of our communication, and were unable to locate any correspondence from this customer. We have reviewed the documents included in this claim, and it does look like this chair was purchased used on Amazon via a 3rd party vendor, and would not be covered under our limited product warranty. Our warranty states the following: "Our limited warranty only covers the original purchaser of our furniture. It does not cover any subsequent owner or other person to whom you sell or give our furniture." 

   

  Customer Care (JW)

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22189463
  
  I am rejecting this response because:

   

  No resolution was provided by the business, and the business supplied false information to the BBB. Flash Furniture has been contacted multiple times about this, most recently by regular mail, with a copy of said letter enclosed as proof. This letter was not returned to me, indicating it was delivered successfully. The business failed to respond to our inquiries, despite being provided ample time to do so. Additionally, the business is partnered with the merchant Amazon.com, who pledged a "Manufacturer's Warranty", and therefore is obligated to honor said warranty.

   

  If the business still insists on not honoring their warranty, we are willing to purchase the needed replacement parts. I ask that they make arrangements for us to do so.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/28/2024

  Good Afternoon,

  We do apologize for any inconvenience and for the incorrect information the vendor (Tech for Less) has listed on their Amazon Storefront. They are not affiliated with Flash Furniture and they are incorrect in stating the manufacturer warranty would apply to this item, as our warranty does not cover any item that is purchased used. We will be contacting them regarding the misrepresentation of the warranty.

  We were unable to locate any of the correspondence that you stated was sent previously; however, due to the misrepresentation by the third party vendor selling on Amazon, this issue was escalated to our management team. We do not carry the individual arms or the k*** piece that you requested so our management team has approved a brand new replacement of the same chair at no cost to you. 

  For your reference, the order number for the chair is SO-017395787. This order is scheduled to ship out tomorrow morning via ***** with tracking number 278838776182. Please note that it can take 1-2 business days for tracking information to be available on the ***** website. You may keep, donate or dispose of the defective chair that was purchased on Amazon.

  Should you need any additional information or updates, you may reach out to us directly by emailing ***********************************

   

  Respectfully,

   Customer Care (JW)

  Customer Answer

  Date: 08/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased (4) Outdoor chairs for my patio in June 2022. A year later, these chairs have a significant amount of rust. I contacted the company and was told that I have no recourse because I should have contacted them by June 2023. I just found my receipt and contacted them and emailed pictures of the rusted chairs. They refuse to make an exception to the 1 year rule involving a quality issue with their product. How can they sell OUTDOOR chairs that rust in a year and refuse to do anything about it? I now have to throw away these chairs that cost $217.39.

  Business Response

  Date: 07/26/2023

  Hello and thank you for allowing us the opportunity to review this customer's issue once more. We understand the frustration of being caught in the middle. Regrettably, ****** is our customer and the customer purchased through them over a year ago- beyond the warranty period offered by the manufacturer. Additionally, we do provide care instructions with our outdoor furniture. Our care instructions advise customers to protect their purchase from extended exposure to the elements, to ensure longevity of their purchase. 

  However, we are not oblivious to the disappointment of this customer. I have requested a re-look at the original claim decision be conducted for any additional action that we may be able to take. We ask that the customer allow us time to investigate and respond. Please understand, we cannot guarantee a different outcome than previously reached, but for the customer's sake we are looking again. 

  Thank you for your patience. 

  
  Customer Care (TJ)
  

  
  

  Business Response

  Date: 08/01/2023

  Thank you for allowing us the opportunity to review the customer complaint at length. We understand ********************** desired outcome is to be fully refunded for her purchase. Regrettably, as her purchase was conducted with ***** only, they would be able to facilitate that outcome. It is our understanding that the customer has exhausted resolutions through Kohls and has therefore reached out to us. This is why we have agreed to revisit their warranty claim.
  
  Upon reviewing the case details, we determined that the purchase is outside of the warranty period and the warranty does not include rust damage. However, we always want our customers satisfied with their purchase, as well as our service. So, while rust is not a covered warranty reason and because the customer has obviously tried to rectify this issue with the retailer, we have made a onetime exception in this case. We have initiated a no-cost replacement of the originally purchased product which delivered via Federal Express on 7/29/2023.
  
  We hope this outcome is satisfactory and are pleased we were able to implement an exception to the policy in order to help this consumer. We would also like to remind our customers to protect their outdoor furniture from extended exposure to the elements to extend the longevity of the product..
  Thank you for allowing us the opportunity to resolve this issue. Remember that customers in need of assistance can always reach out to us directly at ***********************************.
  Have an amazing day.
  
  Customer Care (TJ)

• Initial Complaint

  Date:06/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a table made by flash furniture from Wayfair. The table shipped without the screws and fasteners needed to assemble it. My wife contacted flash furniture and was told on may 5th that replacement parts would ship in 48 hours. One month later, nothing has shipped. A follow up email in mid-*** was ignored. Either send ** the parts or refund our money.

  Business Response

  Date: 06/15/2023

  Hello BBB, 
  Thank you for allowing us the opportunity to respond to the customers concern regarding replacement parts for an item they purchased through Wayfair. 
  Upon receipt of this customers inquiry, we investigated to determine if replacement parts were stocked and available for this item. Regrettably we do not stock parts for this item. In order to ensure the customer complaint is fully resolved we simply shipped a whole new order.  

  This response was delayed a couple of days to ensure that SO ********* was shipped and delivered. The item was delivered via ***** yesterday. We are happy to provide tracking information upon request. 
  We regret that the customer did not receive the hardware with the original order and will use this case to improve in our processes going forward.

  Furthermore, we do hope that they are satisfied with the resolution. It is important to note that when an issue arises, the most expedient path to resolution is to reach out to us at  *********************************** where specialists are standing ready to assist our customers. 

  Thank you and have a good day.

  Customer Care (TJ
  

  
  

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Flash Furniture/ Bizchair to ask for replacement parts for a chair I purchased from them about 1.5 years ago. They did respond that they do not supply parts and could not assist me. I emailed them back asking for a real solution other than throwing a almost new $600 chair away because they will not provide any parts. Since then, they have not responded to 3 emails requesting a reasonable solution.

  Business Response

  Date: 05/16/2023

  Hello BBB, 
  Thank you for allowing us the opportunity to respond to the customers concern regarding replacement parts for a chair they purchased a year and a half ago. 

  Upon receipt of this customers inquiry, we investigated the request to determine if replacement parts were stocked and available for this item. Regrettably we do not stock parts for this chair and we notified the customer of this fact within days of his initial inquiry. While we do carry a great number of replacement parts for our products, it is simply impossible for ** to stock every piece and part for our entire product line which numbers in the tens of thousands of items. 

  We understand the customer is disappointed however, this response is not new information to him. We provided the consumer this same information via email on April 28, 2023. Additionally, the cost to replace this chair is roughly a third of what the consumer noted in their initial complaint.

  As we do not carry replacement parts for this product and as the item is out of warranty, we consider this matter closed. Our Warranty policy can be found on the product page of our website but for convenience I have attached a copy to this response. 

  Please note that when an issue arises, that the most expedient path to resolution is to email *********************************** where specialists are standing ready to assist our customers. 

  Thank you and have a good day.

   Customer Care (TJ)

  
  

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20047691
  
  I am rejecting this response because:

  If you still build the chair,  how do you not have the parts in stock. That makes no sense.  And if you had to pick a few key parts to stock for this chair,  the curved wooden piece that supports the weight should be at the top of your list. It is a shame that you sell a product that didn't last a couple years of light use and an even bigger shame that you don't stand behind your product and are content for your customers to just throw away an almost perfect chair minus two defective parts. Can you at least send a template of the curved piece so I can attempt to build my own?

  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/17/2023

  Our number one goal is to please our customers. However, we do not have access to the individualized part he has requested for shipment, nor do we have itemized product blueprints available. We sell furniture, not parts.  However the chair in question is available for purchase and in stock for immediate shipping. 

  
  Thank you for closing this case and have a great day. 

  Customer Care (TJ) 
  

  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20047691
  
  I am rejecting this response because 

  You're failing miserably at your goal for customer service and selling quality products.  It's fitting that your company is named "Flash Furniture" because that is how long you have to enjoy the purchase. I obviously will not purchase anything from your company again nor recommend you to anyone else.  I do recommend that you take a closer look at the defective part in question because although I was not seriously injured when it broke,  perhaps a older person would not be lucky. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted your company over a week ago about a "Hercules" chair that is bending back so far in it's normal state it's basically fully reclined. I have not received any response and have since contacted your company twice. You need to honor your warranty and there are regulators who will insist you do so if your company things it's acceptable to completely ignore multiple requests from a customer for over a week.

  Business Response

  Date: 02/21/2023

  Hello and Good day Better Business Bureau. Thank you for allowing us the opportunity to address the customer complaint number ********. 

  We deeply regret that the customer has taken the steps to reach out to the Better Business Bureau with limited information regarding his contact with us. We understand that when customers experience issues 18 months after a purchase that frustration may dictate their action. Regardless, we wish to provide some facts that have been omitted.  

  This customer reached out to us via email regarding a warranty issue on 2/14/2023. The same day (2/14/23) we responded to the customer, at the email they contacted us from, with confirmation of the complaint having been received, a case number, and contact information. I have attached a copy of that email. 

  Please note that contact from customers is automated by our system and through that process cases are generated. I can confidently confirm that no calls were received by this customer regarding their assigned case. Also, I called the number on the email provided to the customer, to verify the accuracy of that contact information, and my call was answered in **** minutes.  

  At The ************ we stand behind our brands and our warranty. Customer satisfaction is supremely important to us and communication is a cornerstone of that *****. Customers are encouraged to reach out to us at the phone numbers in our communication with them or anytime at ***********************************. 

  Finally, investigation into warranty cases can take approximately 10 business days. The warranty claim the customer has initiated is still within that period. We do ask that the customer verify their email, check their spam folder or trash, and allow us the opportunity to investigate the claim they have initiated. 

  With regards, 

  Customer Care (TJ)

  The ************ - BBB Handler

  
  

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19439216
  
  I am rejecting this response because:

  #1 you  inconsiderate representative, is you phone number not? ************? and NO you did not call me, seems you called someone else, because I did not get your number and unlike you, who went out of your way to make false statements you have NO IDEA about the validity of. You should consider not speaking about matter you do not know to be factually correct. Attached are pictures of both the call I made from the cellphone number I left the BBB as I do every time I go thru them as well as your system. Also attached is an emails I received after making that call from your rep, and another after sending info they requested, I specifically made them wait on the phone as I always do because I am NOT incompetent and I knew a situation just like this, where some rep would tell me that I didn't contact them might occur. I have no idea what YOU SENT THE BBB but it seems you forgot to upload it because I can't see it bud.
  
  
  
  Now that I have spent a paragraph addressing your false claims, your rude demeanor. Let me express something to you, I have ZERO OBLIGATION to deal with your disrespectful, accusatory behavior and I WILL NOT tolerate your company accusing me of making FALSE statements to the BBB. At this point you are an inch away from losing the OPPORTUNITY to cover this item under warranty support. I am a big boy, I can get my money back from your company I don't need your help, I regularly talk to the **** CFPB, OCC, FDIC, and **************** trust me I don't even need help from Amazon to do it. I know my rights as a consumer. I don't have to put up with your rude accusatory behavoir on the other hand YOU ARE OBLI****D TO HONOR YOUR WARRANTY!
  
  At this point in time I would love to see on your website, or your warranty policy page where it says I need to wait 10 days, since it seems you want count all the chips. Let's count em, let's put it all on the table, since you want to be rude, you want to press issues that really don't matter that you are still wrong on
  
  LETS GET THE ***** STRAIGHT, I reached out to your company TWO DAYS BEFORE THE 14TH THRU YOUR WEBSITE AND GOT NO RESPONSE. I did not 'reach out via email' to your company on the 14th, I CALLED YOUR COMPANY FIRST, I WAS TOLD TO ***** SOMETHING, THE ***** I GOT BACK ON THE 14TH WAS IN RESPONSE TO WHAT YOUR PHONE REP TOLD ME TO SEND AFTER I ALREADY INFORMED HER I USED YOUR WEBSITE FOR A WARRANTY TICKET AND RECIEVED NO RESPONSE.

  THE BBB COLLECTS MY INFORMATION SUCH AS NAME, NUMBER, PICTURE OF MY RECEIPT THERE IS NO OBLIGATION FOR ME TO INCLUDE MORE AND SHAME ON YOU FOR COMING OUT OF THE **** FIRST RESPONSE TO CHIDE ME FOR DOING SO WHEN YOUR COMPANY IS AS FAULT IT HAS BEEN 9 DAYS SINCE I REACHED OUT TO YOU.

  HOW ABOUT YOU STOP TYPING ABOUT STUFF THAT DOESNT MATTER OR JUST STOP BEING WRONG OR STOP BEING WRONG AND SO RUDE, ANY OF THOSE WORK REALLY, THANKS, EITHER FIX MY CHAIR AND CEASE YOUR RUDE BEHAVOIR OR I WILL HANDLE THE MATTER MYSELF.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19439216
  
  I am rejecting this response because:

  The business is resubmitting the same exact message with the same false information. I believe this violates BBB policy for a business to continually copy and paste the same information they know to be false instead of simply requesting the claim be closed to give the appearance they are responding.

  
  This business does not deserve an A+ BBB rating and I have uploaded further proof they are disseminating false information. This business is not operating in good faith.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an office chair from Flash Furniture but I received as a gift. When putting together the chair, it was missing parts. I emailed the company based on the flyer in the box about missing parts. A basic template response that a case was opened then no further responses. I called the customer service and the agent and manager both told me that since I dont have the original order info, they cannot send me the missing parts. Why would I have or contact the person who gave me the gift for Flashs error in not including all the needed parts. This is an expensive chair that is now going to go in the trash because they wont send me the parts which I even offered to pay for, I cant return it, and this is terrible customer service. I simply need 2 parts - C and D and offered to pay and they wont help me in anyway.

  Business Response

  Date: 03/09/2023

  Hello Better Business Bureau and thank you for allowing us the opportunity to respond to this customers concern. 

  The consumer reached out to us on February 12, 2023 with a claim that they had received one of our office chairs; however it was missing several pieces. We responded via email the same day confirming receipt of the inquiry and that the case was being reviewed. On February 18th we emailed the consumer and advised that in order to process a claim for parts replacement we would need a copy of the sales order, including the item description, date of purchase, shipping address, etc. We advised that upon receipt of this information we would proceed with the claim process. The claimant responded on February 20th that they did not have this information as the item was a gift - they never shared the required information with us. Regrettably there is not enough information provided by the claimant to process their request.  

  The claimant was given the opportunity to provide purchasing information so we could locate the original order and process a claim on their behalf. They chose not to provide the information. Therefore, the only resolution available was to direct them to purchase replacement parts, which we did via email on February 20th. Please see attachment showing email communication providing the customer with contact information to purchase replacement parts. 

  We were in communication with the claimant before they filed this claim with the BBB and we resolved the case within a matter of days. While we were not provided the information required to accommodate Ms. ******** request, we did provide an alternate resolution.  It is our hope that our prompt responses and alternate options for resolution satisfy any question about our willingness to work with our consumers. We have a strong commitment to providing the highest level of service to those who put their faith in us. We can always be reached at *********************************** where our customer service specialists stand ready to assist.

  Customer Care (TJ)

  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19411674
  
  I am rejecting this response because: they never provided alternative options. During a phone call I had to ask for the part number so I could do my own research on how to order. They failed to provide that. The product went into the garbage. Further how do they expect a customer to have order info when the product was a gift? The only reason they now replied to the BBB complaint is I blasted poor reviews about them everywhere I possibly could. There were already lots of poor reviews about the same issue. This company has problems and doesnt stand by their products. 
  
  Sincerely,
  
  ******************* *******

  Business Response

  Date: 03/09/2023

  We regret that the consumer is dissatisfied with the facts we have provided.

  The attached email communication shows that we provided an alternate resolution to the issue at hand. As all other communication was received by her it seems unusual that this particular communique was overlooked. Since the consumer maintains she did not receive the attached information perhaps this single email went to her spam folder.

  We further regret her inability or unwillingness to obtain simple purchasing information from the individual who gifted the product, which would have resulted in immediate resolution of the claim. Additionally, ****************** admittedly decided not to purchase the replacement parts, as we suggested, but rather opted to discard her gift.  

  In regards to negative reviews, we welcome all feedback as it helps us to grow and better meet the needs of customers with verified purchases. In fact, customers may reach out to us at *********************************** where **************** Specialists are ready and willing to assist customers in navigating the claims process. 

  This claimant, however, was unwilling to provide the requested information and now has discarded the item. While there is nothing further we can do to assist her, we sincerely wish her well. 
  Customer Care (TJ)
  

  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19411674
  
  I am rejecting this response because:
  Worst customer service ever. Why would I need to pay for replacement parts for their error in not providing them in the first place  

  Sincerely,
  
  ******************* *******

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chair from them through Amazon Amazon.com Order #***-2334907-6173805 Customer support doesn't answer.. called several times, being on hold between ***** minutes with no answer, e-mailed support and no response.After more then a month they responded, and pretty much all i got was, the chair is fine, so it's you. so now I have a chair that is useless to me..NEVER BUY FROM FLASH FURNITURE.They keep you waiting, and respond after you can no longer return the chair

  Business Response

  Date: 11/29/2022

  
  Dear BBB,
  You have asked that we provide you with the facts in responding to this customer complaint.  The customer purchased a recliner from Amazon on 9/12/2022.  By the customers own communication, he missed the return window with Amazon and so reached out to Flash Furniture to resolve his Amazon issue. 
  Although we are under no obligation to rectify Amazons sales orders, we want the Flash Furniture name to be synonymous with quality and service.  Mr. ********** reached out to us and we generated case # ******** on 11/1/2022, nearly 6 weeks after his purchase was made. 
  We asked that Mr. ********** provide photographs of what he perceived to be defective about his chair. 
  On 11/3/2022, after having reviewed the two photos he provided, we were able to discern that there is absolutely no defect in the chair. (See attached photos).  We explained that this big and tall chair provides space for larger purchasers to sit comfortably and that we were closing the case. 
  Mr ********** continued reaching out on the closed case that he would like to get a different chair. 
  On 11/16/2022 we reached out to the customer and asked him to provide contact information, which he did. We have communicated with the customer that there is no defect, explained that we are willing to assist him in purchasing a different chair, and even offered to provide a discount on a new office chair. He has not accepted the offer. 
  Please understand that the customer is very upset that he missed his opportunity to return his chair to Amazon by missing the return window. We reviewed the chair for defects and found there is no defect and therefore no responsibility for Flash Furniture regarding this purchase. 
  We understand the customer is upset, however he purchased his chair from Amazon and Amazon sets the return policy for his purchase, not Flash Furniture. The specifications (measurements) are clearly indicated on the website so the customer knew in advance the size of the chair he was purchasing. We have extended an offer to allow him to purchase a different chair and he does not seem inclined to do so. 
  We feel we have done all we can to satisfy this Amazon Customer and hope the ******************** sees this as well. 
  Thank you for your time, ************* (TJ)
  
  

  Customer Answer

  Date: 11/29/2022

  Hello,

  In the box we're instructions to call the contact number for issues with the chair,   so  I did  for about 4 weeks.   Either the phone would not answer, or I was on hold for 40+ minutes and finally disconnected.  Left messages with no response.

  Sent e-mails as well and no response.

  Finally I was able to get a live person, and she referred me to call someone else and provided a phone number.   And that's how I got in contact with the customer recently.

  So, that's why i am way past the return date.    Even  on their website, it states 30 day,  so   with the no response time,   i  was already passed that.

   

  I did get contacted by someone, and they offered a new chair for 20% discount,  and that's where i draw the line..    I just paid  $348 for the current chair,  that I cannot use,  so why do i need to pay for a new chair again..   
  The box is gone, due to sitting outside in the rain so that was toast as well.

   

  Business Response

  Date: 12/02/2022

  Response Date 12-2-2022
  RE: SO 013191531
  Dear BBB,
  We are responding again to Mr. ********** and his displeasure at having missed his return window on a product that was Sold By and Shipped By Amazon. Our customer is Amazon. Amazon sets the return policy for orders they sell and fulfill. By the customers own statement he missed the return window with Amazon before reaching out to us. 

  As Mr. ********** has purchased his item on Amazon, through Amazon, and fulfilled by Amazon, we respect his decision to go back to Amazon and make his displeasure with their policy known to them. 

  As anyone can see by the photographs previously provided, there is no defect with the chair the customer purchased and therefore no responsibility for us, as the manufacturer to be involved. However we at Flash Furniture want our name to be synonymous with service and integrity so we have attempted to assist this customer in achieving the resolution he asked for upon contacting us- obtaining a different chair. 
  We have even offered a significant discount to purchase a different chair. (The resolution he previously said he wanted).  He vehemently rejected our offer. 

  We sincerely regret that Mr. ********** has been dissatisfied with the resolution we offered. We sincerely hope the BBB and the public at large can see that Flash Furniture has exceeded our obligation to this complaint and have gone above and beyond to satisfy a customer who missed a return window that was not even purchased through us. Unless Mr. ********** decides to accept the resolution we have offered, we feel we have exhausted our options to assist

  Thank you for your time, ************* (TJ)
  

  
  

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18411142
  
  I am rejecting this response because:

  I never responded back yet, since I need to discuss with my boss.

  But the way how it all went, we make sure never to buy from flash furniture again.

  The came with their policy and nobody responded to the customer service calls.

  It's not my fault if people don't answer or respond in a manner time.

  We are not spending another 200 on a chair and toss the 350 chair.. so we paid at the end 550 for a 200 chair..

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/05/2022

  Dear BBB 

  We regret that the consumer has again declined the generous offer we have extended. We sincerely invite him to return to the retailer he purchased from (Amazon) and dispute the return policy with them. We stand ready to aid Mr. ********** with the proposed resolution if he so choses. Otherwise, we feel this matter to be closed and wish him all the best with whatever decision he makes. 

  Best ******** ************* (TJ)