Complaints

This profile includes complaints for Flexsteel Industries Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flexsteel Industries Inc

  385 Bell St Dubuque, IA 52001-7004

• 

  Flexsteel Industries Inc

  PO Box 877 Dubuque, IA 52001-7004

• 

  Flexsteel Industries

  PO Box 1067 Dublin, GA 31040

• 

  Flexsteel Industries

  701 Industrial Boulevard Dublin, GA 31021

• 

  Flexsteel Industries Inc

  3800 NE 68th St # D Vancouver, WA 98661

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:05/05/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  ********** customer service is unwilling to honor its warranty.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Back in November 2024, we ordered two brand new sofas at an expense of over $6,000 from ***** furniture in *********, **. After waiting several weeks for delivery, they were delivered damaged both with cracked/broken frames. We wanted new sofas made for us as we believed we should had received brand new, undamaged furniture for what we paid. ******************** contacted Flexsteel. We were told that they would attemp to fix the sofas first, and if we not happy with the repair, new replacement sofas would be ordered. It is now 4 MONTHS later and the repairs STILL have NOT been made. Weeks and weeks have gone by with absolutely no communication! ***** furniture hasn't called with any updates, our Flexsteel representatives will not return our voice messages. We are beyond frustrated. This situation is simply unacceptable! Please help!

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  No leather couch should go bad in a little over 2 years when I started letting flex steel knew about this issue. hole glued on headrest when they said oil stain. No partially, but material is not leather. Its black & rough. We used their recommended cleaners & require our money back. You can see I took a photo of leather over 50 years old. If you look closely both ends of the sofa are different colors like it had already been pieced from a different dye lots. Delivery kept cancelling. We had 8 of us one a body builder of a local attorney. We hardly could move this thing. Its weight is all in the mechanics but yet the foot lounger wobbles and if weight was on it would break so we just took caution from day one. This is why I had a tannery come and look. Its not leather as advertised on the headrest. Communication from Flexsteels doorman completely uncaring & did not care there was a hole that opened or that the headrest was not leather, ********* sent the following response to my email: Thank you for contacting Flexsteel. We are sorry to hear your furniture is not meeting your expectations.For parts and/or service, please contact the Flexsteel retailer where your furniture was purchased. If they are unable to assist, you can also reach out to nationwide furniture service providers, AHM Furniture at ************ or ServeCo at ************.Please be advised if your furniture is over a year old, you are responsible for labor and shipping costs associated with repair.Have a good day,********* *************** Specialist --------------- Original Message ---------------From: Flexsteel [*****************************]Sent: 11/18/2024, 1:18 PM To: ******************************************* Subject: New customer message on November 18, 2024 at 2:18 pm You received a new message from your online store's contact form :***** ***** ********************* ********** ********************************** Style:1033-62PH AND LEATHER ***** Date Of Purchase:March ****** Retailer Purchased From:Idzior

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Flexsteel furniture from The Dump in *******, ** in December of 2022 and was assured that the furniture was backed by there corporate warranty which covered Lifetime Warranty on Springs, Wood Frames, Metal Bases, Reclining Mechanisms, Seat Cushion Foam, Feathers and 5 year warranty on Electrical Components, Mechanical Components, Sleeper Mechanisms, Sleeper Mattresses. I was recently told by the warranty company *************** that the wood frame was not covered on the couch and the reclining mechanism cannot be covered without approval from The Dump. I have tried to contact Flexsteel through there website and have not been contacted back. I am looking for repair or replacement.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recliner in ****. We were told the manufacturer who is ********** would cover he warranty. The surface has become discolored. I have contacted ********** only to be told to contact another company and so would have to pay for it. I should not have to pay for this. Flex steel needs to honor the warranty.

• Initial Complaint

  Date:10/24/2024

  Type:Delivery 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 ordered two Flexsteel custom couches through my local furniture store, ******* Hole Mattress email ************************ When they arrived, I noticed they were very poorly constructed with multiple fabric rippling and bunching. I sent pictures to the store (owner ***) and was told he agreed with me that the construction was unacceptable. I asked Flexsteel to remake them in the quality anyone would expect from Flexsteel. They said they would not remake them but offered me a small refund instead. I considered the refund, but ultimately felt betrayed and demanded they be remade. The flexsteel **** ****** ****** ************* Specialist ********************** ************ told me, "*** has been notified that we are doing full replacements for your sofas. You will need to follow up with *** at the store for next steps." This was September 13th 2024. I have been dealing with them since July 2024. It's been too long, too little.A couple weeks ago I emailed both *** (store owner) and the rep ******** to ask where the couches are in their remake process and when I should expect them to be delivered. I have received no information back from either of them.I feel the Flexsteel is deliberately avoiding communication and delivery date setting in an effort "loose" the order or what's been promised.

  Business Response

  Date: 11/06/2024

  Hello, this customer is being taken care of.  Her sofas are on order .

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22465359
  
  I am rejecting this response because: Flexsteel did not supply any verification of when the sofa's would be delivered and that they are actually in production.  I would like better communication with the person in charge of this situation.  Please supply me with this information.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a Flex Steel recliner floor model from ***** Furniture in Mt. *********** on 7/22/2024 for $1598.00. On 8/29/2024 the chair support seemed to go bad as it made a noise when reclining. Checking undrneath showed the metal frame rubbing and tearing the upholstery on the inner right side. Have not used since. REported to ******* 8/30. Technician could not come until 9/17, and said would need to order parts. REceived email on 9/27 that part was ordered and to allow six weeks for delivery of part. Asked ******* to let us return this obviously defective chair. They said the warranty was from Flex Steel and there is nothing more they can do but wait for and install the replacement mechanisms that may not work. If it does not, they would replace the chair. I fear they are dragging everything out as we must pay for labor after the first year. And I am without a recliner as I gave away the old one. I would not recommend purchasing Flex Steel recliner. It is costly junk and I will most likely be spending more money to purchase another brand recliner.

• Initial Complaint

  Date:08/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/08/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/06/2024

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *********************