ComplaintsforFlexsteel Industries Inc

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 9/7/2023 (customer ID **********; Sale Nbr ********* we purchased a Flexsteel sofa, loveseat, and ottoman from ************ Furniture. After delivery, we noticed the loveseat squeaked when we sat down on it. The manufacturer (Flexsteel) agreed it should not squeak and would resolve the issue. Flexsteel dispatched a repair person (***) who works for Flexsteel to fix the issue. *** came out, installed a new spring, and added more fill, but that did not resolve the issue.Since the repair, we have contacted Flexsteel 5 times, but still no resolution. Since Flexsteel is the manufacturer they are ultimately responsible for fixing or replacing the loveseat according to their warranty. Timeline of purchases and attempts to resolve loveseat under warranty with Flexsteel:9/7/2023 Ordered and paid $3,075 to ************ as a down payment for a couch and loveseat 10/6/2023 Paid $524.47 to ************ for an ottoman 11/17/2023 Paid $1,817 to ************ for the remaining balance (DISPUTED AMOUNT) 11/21/2023 All furniture from ************ delivered 4/29/2024 Called Flexsteel to report that the loveseat squeaks when sat on 5/2/2024 Flexsteel said they will order springs and extra fill for the loveseat 5/28/2024 Called Flexsteel for an update 6/10/2024 *** from Flexsteel came out to install new springs and add more fill unfortunately this did not fix the squeaking. *** SAID HE WOULD ADVOCATE FOR A NEW LOVESEAT.6/18/2024 Called *** at Flexsteel for an update 6/19/2024 *** called back and said **** (owner of ************) would contact us to discuss a resolution. **** has never called us! UPDATE: ************ is no longer in business. 7/11/2024 Sent *** a text asking for an update. No response.7/18/2024 Sent *** a text message asking for an update. No response. 7/22/2024 Called Flexsteel (talked with ******). She said she would get back with an update. 8/24/2024 - There has been no response from ******, ***, or ****.

  Business response

  09/06/2024

  Hello,

  I am not finding any cases with communication between the customer and ******. I would advise the customer to reach back out to customer service for help. We will do our best to try to get things taken care of for this customer.

  Thank you, 

  Customer response

  09/06/2024

   
  Complaint: 22191713
  
  I am rejecting this response because:
  We reached out to ******. I'm not sure why she did not document these conversations. We will contact her again once we arrive back in the **. Which will be after the 17th of September.
  Sincerely,
  
  ***************************

  Business response

  09/09/2024

  Hello,

   

  I did check with everyone in the parts department.  There was not a case with your name attached in our system. We have to document each call that comes in as a case. Please reach back out to ****** for assistance. She will need to create a case regarding your issues and then see what can be done to assist.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flexsteel refuses to back the warranty on my recliner and additionally has been sadly very unprofessional and irresponsible by not responding to my [approximately 10] emails spanning over a 2 month period of time. They flat out refuse to simply, respectfully and responsibly reply about a lifetime warranty repair I need. I'll never buy furniture from them again.

  Business response

  08/08/2024

  Hello,

  It does look like we have responded to this customer. Any service needed should be done by the store where the customer purchased the furniture. We have let the customer know that if his store has since closed he can call ServeCo or AHM for help with repairs. Any fees charged by either company are not associated with Flexsteel but charged by the service company to open a claim and get repairs done.

  This customer is having issues with the back cushion on his furniture.  The back cushion is only covered for the 1st year of ownership. The seat core would have a lifetime warranty, as long as parts are still available, but the back cushion does not.   The back is most likely, I don't know the customer's style, filled with poly fill.  Either his store or one of the service companies mentioned can help with this customers issue, but since his piece is over one year old the warranty on the back cushion has expired and the customer will be responsible for the cost of the parts and the labor/service fee for the repairs. 

  Please, as we have, let this customer know that he will need to contact ServeCo or AHM. Customer did note that he has reach out to AHM. Please let him know that I have sent them an email with his information requesting that they give him a call.

  Thank you, 

   

  Customer response

  08/08/2024

   
  Complaint: 22110071
  
  I am rejecting this response because: The warranty card that is attached, clearly DOES NOT define that the seat back cushion is excluded or not covered by the lifetime guarantee.  Legal proof is demanded by flexsteel.
  
  Sincerely,
  
  *************************

  Business response

  08/09/2024

  Hello,

   

  Please see attached screen shot. Most, I don't know what style this customer has, have filling in the backs.  The lifetime warranty states that seat cushions are covered. The back cushion is not a foam cushion. It is filled with poly fill.

  Also shown on the screen shot is the 1 year warranty for filling material, which is what is in the back.

  The filling in the back has a one warranty.

  Thank you,

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered Flexsteel sofa in early 2021. It was delivered broken in November 2021. ******* spent many months in **************************************************************************************************** home. The sofa is still broken. Now ******* claims to be waiting for parts from Flexsteel but that has been more than 3 months. I contacted Flexsteel directly for a repair service. Flexsteel said sofa is under warranty but there isnt any repair service located within the ***************** area. I have paid for a defective product. Neither store nor Flexsteel will accept responsibility and repair.

  Business response

  05/07/2024

  Hello, it sounds like the store is trying to help the customer. There is not an order number or style number listed.  I would advise the customer to get in touch with the store to see when they will have the parts.  The transaction was between the store and the customer.  We can send any necessary parts to help with the repairs.  The store should have a record of the part order and should be able to tell the customer when the parts will be in.
  
  If the customer is looking for a refund, they will need to contact the store. The store can then contact us to see what we can do to help. We will need pictures as well as an explanation of what is wrong. Our warranty covers the repairs, as long as the piece is repairable, that is where we will start.
  
  Thank you,
  

  Customer response

  05/07/2024

   
  Complaint: 21666906
  
  I am rejecting this response because: Ive contacted the store and they blame Flexsteel for the inability to repair. I previously contacted Flexsteel and they blame the store. I will pay to get repairs done but Flexsteel states that there arent any Flexsteel repair persons in the entire ***************** area. I am left with a defective broken sofa without any remedy
  
  Sincerely,
  
  *********************

  Business response

  05/31/2024

  Hello,

  I was able to reach out to the store. The store has told me that originally they did fix the furniture. There was a gap, they replaced some parts to get this fixed for the customer. There was still a small gap, which is up to standers with this being a motion piece of furniture.  They store also said that she currently has a bent mech.  The part is on order and when the store receives the part, they will call to set up an appointment to get this fixed. With that being said, the piece is out of labor warranty. It sounds like the store is not charging for labor for the repair of the 2nd mech.  Since the piece is out of warranty, there should be a charge to the customer for the labor, not the part, for the second repair.

  After speaking with the store, it does sound like they are trying to help. Parts have been ordered. The customer does need to know that due to her purchasing a moving piece of furniture that some gaps are normal. 

   

   

  Customer response

  05/31/2024

   
  Complaint: 21666906
  
  I am rejecting this response because: the furniture was defective when delivered. Neither Flexsteel nor the store would take responsibility to complete repairs. Now due to those problems with timely repairs the furniture is out of warranty. The defects have not been corrected. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two years ago we purchases a couch and recliner made by Flexsteel, part of the selling point at the time was the warranties with Lifetime on the structure part and five years for stings like electrical components. We are still even making payments as we took out a two year terms as Flexsteel has a premium price over other brands. They have signs up in the story and and the store, ***** Furniture and Mattress in **********, talk up the warranties of Flexsteel. Now less then two years and the electronic recliner is not working anymore. I emailed Flexsteel and heard nothing back. Found on their site they have not customer service or tech support info or contact, but they do talk up their Warranties. Had to search for a number to call and they where shocked that I called as they dont deal with customers only supply parts to repair techs. Called the story they only service up to a year. So have to find my own repair tech and pay for labor and possibly Flexsteel will provide the parts for free. It a bait and switch! They promote this great warranty but do not service it, help the customer, and you still have to pay for labor.

  Business response

  04/15/2024

  Hello,

  The warranty for service is only covered for the first year the customer owns their furniture. After the first year the customer is responsible for any service and/or labor fees. The customer needs to go back to the store where they made their purchase and contact the service department for help. If the store has closed or does not have a service department the customer can call ******* at ************ for service.

   

  Customer response

  04/16/2024

   
  Complaint: 21568909
  
  I am rejecting this response because I believe Flexsteel engages in deceptive advertising. I have provided a screenshot from the Flexsteel website, specifically from the warranties section.  The 1-year labor is under additional details. This representation, which is consistent with the advertising seen in stores, is misleading to consumers. It suggests comprehensive coverage, encouraging customers to invest in their higher-priced items. However, they fail to prominently disclose that labora typically costly aspect of any repairis only covered for a year. This crucial information is relegated to fine print, without even an asterisk to alert the reader so you see this page on their website and in the store and feel you are covered. I find this approach deceptive and believe it constitutes false advertising of their services. 

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

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my FlexSteel sofa from Furniture Clearance Warehouse on ****************************************************************************. The couch mechanism is broken and needs to be repaired as it has a lifetime warranty. I have lost the original receipt and the company I bought it from is no longer in business. The mechanisms are $800 and do not want to pay for it as this is covered by FlexSteels LifeTime warranty policy.

  Business response

  04/10/2024

  Hello,

  Please have the customer read the warranty posted on our website.  Proof of purchase is required to have the part replaced by warranty. Without proof of purchase, we have no way of telling when the piece as purchased and if the Mechanism is still cover by warranty.  The warranty for the mechanism has changed in July of 2016 and without knowing when the piece was purchased, we would not know if the part would be covered by our warranty or if it was purchased before the warranty changed.

  I do apologize, but per our warranty we will need proof of purchase for this piece.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 06/17/2023 my husband and I purchased 2 Flexsteel manual recliners with Woodland cover at ************************** in ***********, **. It took 3 months for our recliners to arrive. On September 27, 2023 our order was delivered. When the furniture arrived I told the delivery guys that the furniture wasn't what I ordered. The material we ordered was a dark brown with tiny stripes of red and green. This furniture had white fuzzy fibers all over the material. We accepted the recliners to look at them further. The smell coming from the chairs was so strong as they were in our home. I have severe allergies and was unable to sit in my new chair. We left for vacation 2 days later hoping the odor was gone. When returning home the smell was the same. I tried repeatedly to use the recliner but I started to itch severely and my allergies were making me very sick. We tried vacuuming the furniture to help with the smell and remove the white itchy and fuzzy fibers. That made things worse. My german ******* had a reaction to this furniture also and had to be rushed to the vet with eyes swollen shut and her head swollen. At that point I called ***** House and explained the situation. I wanted to return the furniture immediately. I called and called and spoke to the manager **** but he kept putting me off. Telling me it was my problem, it was something in my home. Finally after calling over and over 3 or 4 weeks later I talked to the service department and and set it up to return the furniture. We went to the store to tell them we were returning the furniture in 2 days. We were treated rudely and had to wait for over 2 hours to speak to someone. We spoke to the general manager **** and **** the store manager. We returned the furniture and ordered leather look material. Since the day of vacuuming our home has been taken over with the white, fuzzy and itchy tiny threads. My dogs and I are itchy and miserable. Our vet looked under a microscope and it is material. I need this gone!!

  Business response

  03/12/2024

  Hello,

  We do apologize for the issues the customer is having with her furniture. The customer will need to work the store where the furniture was purchased to resolve the issue. We will work with the store to help.

   

   

  Thank you, 

  Customer response

  03/12/2024

   
  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

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this flexsteel electric reclining chair on 04/02/21 as shown on included sales receipt. The chair has a 5 year electrical components parts warranty according to Flexsteel webpage. For parts warranty over one-year purchase date, they require you to go thru a third party company named Servco, which requires you to pay a $35 non-refundable fee just to find out if the item is under warranty. I provided Servco and Flexsteel with the sales receipt as shown, but after not hearing from Servco for over a month, I contacted them recently. They told me it the parts are not under warranty and wanted $145 plus shipping to send me a replacement for the defective chair motor. This does not match the advertised warranty. Flexsteel now refuses to answer my emails.

  Business response

  01/17/2024

  Hello,

  We emailed the customer back on January 13th. Please see below. The part is on order the order number is M22609.  Part will ship to customers home. This matter was taken care of.

   

  January 13, **** at 12:14 AM
  Email
  To: drnieburView Details
  Actions for this Feed Item
  Hello *****,
  
  I followed up on your ServeCo claim and entered the part order for your motor. I've advised ServeCo as well.
  
  **************************.
  
  *************************************
  Customer Care Specialist
  **********************
  

  Customer response

  01/17/2024

   
  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

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional through ***************** in ********* ** in 2020. It was a Flexsteel sectional. It took 18 months to receive my sectional. Three months after receiving my **uch it broke. The whole backseat of the sectional cracked. I then tried to **ntact ******* for 8 plus months to get help in fixing my sofa. ( I have proof of interactions) i **ntacted Flexsteel myself and was given the number/email to service ** who would help in fixing my sofa. After 6 plus and two visits from service ** the man deemed the sectional non fixable. The frame and other areas were broken either in the factory or in delivery( what the man said). Now three weeks later when **ntacting service ** i am told that even though it was deemed not fixable they want to throw parts at a faulty sofa. i paid more money for this sectional because of the name brand hoping i was receiving a superior product. I emailed Flexsteel not happy with their lack of support on a faulty product.

  Business response

  09/06/2023

  Hello,

  Frame parts can be sent to fix this customer sofa. We had to determine what parts were needed to repair the sofa. We sent out a picture of the frame itself to the service tech and had him tell us what parts were broken. The parts to fix the sofa are on order and will be sent to the customers home so that we can get the sofa repaired.

  I have shown the pictures of the sofa to the engineer at the plant where it was made and was told it was repairable. Parts are being sent to try to help this customer get his furniture repaired. 

  I am not sure why his store was not able to assist him with the repair. When he reached out us, I did my best to get parts on order to get the sofa repaired.

   

   

   

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased electric recliner July, 19,2022 Only used for short time as we are 2 Adult snowbirds. Returned back home spring 2023. Upon sitting in recliner for a few days I noticed pieces of wood on floor and springs detaching I promptly called service they looked and said they couldnt repair it and would get back to me. Two days later the usb and power stopped working. Now Im stuck with an unsafe unusable recliner. I am requesting a complete refund as I am still under warranty. I have contacted Furniture store and Flexsteel directly. They have been unable to provide a resolution. My warranty now ends in 3 weeks and I want a complete refund as I now see how unresponsive both parties are.

  Business response

  06/21/2023

  Hello,

  We have been working with the store and full credit has been issued to the dealer. 

   

  ***

   

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought recliner in early may, broke in 2 weeks , still waiting 5 weeks for parts/repair/reply of any sort!

  Business response

  06/19/2023

  Hello, 

  ********************** contacted us on 6/5/23. Please see email below as I did tell ********************* that his parts were on the way. He also acknowledged that the store had told him they had the parts.

   

  I have been already notified from store that they have the parts in their possession.
  Apparently one of lifes mysteries.
  
  On Fri, Jun 9, 2023, 12:33 PM **************** <*********************************************************************>wrote:
  ****,
  
  I have reached out to your store. They should be contacting you or thier service guy will contact you. Your chair is repairable. Since the chair is repairable our warranty will cover the parts and labor to get your chair repaired. Parts should have been sent out to your store, As I mentioend in my last email, I do not have the order number for your parts. If you can get the order number i can check on the status of your parts.  You will want to reach out to the store as they may have already received your parts. 
  
  We will not send a replacement for a chair that can be repaired. We will start with sending the parts to repair the piece. 
  
  I do apologize for the delay.  I have asked the store to reach out to you.
  
  ***
  
  

  Customer response

  06/20/2023

   
  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,
  
  ***************************

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