ComplaintsforFlexsteel Industries Inc

• 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,
  
  ***************************

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  purchased **************** reclining chair and sofa on 5/17/2022 from ************ furniture store . in November one of the zippers popped open on the couch -- we were able to resolve the issue via phone instructions. in March the zipper popped open yet again- in looking to close the zipper, we noticed that the fabric was ripped where the mechanism to recline touched the cushion, we the checked each seat and became aware that at each mechanism the fabric was ripped, the company is stating that because we have dogs our warranty is void there is no was the dogs or anything could reach the cushion at the mechanism to cause the fabric to rip. we would like the company to repair or replace the couch and chair according to their warrenty. we have been working with the company through ********************** to come to a resolution and the furniture store agrees with my complaint that there is no way the dogs could have caused the damage- Flexsteel told them they would provide the fabric but I would be responsible for the cost of the repair-- i feel that the company should bear the full cost of repairing the furniture.

  Business response

  05/03/2023

  Hello,

  We were in communication with the dealer on this furniture. After looking at the pictures submitted it was determined that the damage could have been caused by the dog.  Flexsteel offered to send new seat jackets for the customer to repair the issues she was having. She was told as a courtesy we would send the parts, but because the damaged may have been caused by the dog that the customer would be responsible for the cost of the labor to install the parts. Parts were offered and can still be ordered for the customer but labor for the repairs would be at her expense.

   

   

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 2021 we purchased a Flexsteel ******* electric recliner sofa. It was delivered February 2022. One year later it is broken and unuseable, my husband and I are in our 60's, we are average weight we saved to buy a good sofa and have ended up with a white elephant sitting in our living room. I called Flexsteel customer service and spoke with *** who informed me they won't do anything, I have to speak to the retailer. I spoke to the retailer who informs me because I didn't buy "their" extended warranty there is nothing they can do despite there clearly being a 5 year manufacturers warranty on this sofa.The cheap laminated wood on the base has completely broken apart where it is stapled, the metal brackets holding the back to the rest of the sofa are bent, the arm hangs out at approximately ***** degree angle. On the warranty tags Flexsteel even congratulate themselves on being accountable for every detail, this clearly is not so. I do not believe this problem is fixable, I am asking for a full refund.

  Business response

  04/21/2023

  Hello,

  The piece of furniture is over one year old. The labor is covered for the first year the customer owns the furniture. We do not have a service tech to send out to the customer's home, but I did reach out to her by email and give her information for a service company that should be able to assist her. The parts needed to repair her furniture will be covered by warranty, but the labor, since the piece is over one year old would be the consumers repsonsibility as stated in our warranty.  We would need the customer to have a service tech out to her home to look at the furniture so that he can let us know what parts are needed.  ******************* can then order any parts necessary and help with installation. We will do our best to get this customer taken care of.

  Normal procedure is to call the store where the original purchase was made and have their service team send out a tech to look at the furniture. I do apologize that they were not able to send out a service tech to help the customer. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a sofa and love seat in January last year and didn't get the product until September. Upon receiving furniture ************* had a soft spot on one end felt like was sitting in a hole. Contacted the store they sent out a tech he said he would order parts to repair and they came in several months later. They came out to put in a 1/2 inch foam but didn't help so they tried to put in another piece but it caused the first piece to roll up and that was all they did which didn't fix the problem. I called and ask the store where I purchased this from for a replacement since they couldn't repair this one and was told by factory rep this wasn't an option so here I sit with a love seat that I paid alot of money for that you can't sit on one end and no hope to ever it repaired.

  Business response

  04/10/2023

  Please advise the store where purchased & we ill contact your retail store for you.

   

  Thank you

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