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

  701 Industrial Boulevard Dublin, GA 31021

• 

  Flexsteel Industries Inc

  3800 NE 68th St # D Vancouver, WA 98661

• 

  Flexsteel Industries Inc

  PO Box 877 Dubuque, IA 52001-7004

• 

  Flexsteel Industries

  PO Box 1067 Dublin, GA 31040

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:03/16/2023

  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.

  We purchased this Queen **** sleeper in March of 2021 did not get the item delivered and in our house till January 22nd, 2022, so we have only had it for a little over 1yr. The warranty from the manufacturer shows that there is a 5 yr. limited warranty on the sleeper mechanisms and sleeper mattresses you can see in the picture from there website. I contacted the furniture store I purchased it from, and I contacted Flexsteel direct in regard to a replacement deck kit and a replacement mattress and nobody has been able to resolve this issue.All I'm asking for is the replacement parts to be sent to me so I can replace what is damaged per there warranty. The pull-out sleeper has only been used about 8 times and I'm baffled on how this wore all the way through the deck into the mattress. Please see pictures of the damages to the deck and the mattress.

  Business Response

  Date: 03/16/2023

  All parts & service need to go thru the retail store where purchaed.

  We will be more than happy to send an warranty parts to your store at no charge.  Please contact your store where purchased and advise you have spoken to Flexsteel directly.

   

  Thank you,

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19599981
  
  I am rejecting this response because: I have contacted the store I purchased the sofa bed from on 3-22-23 and they told me they would be in contact with flexsteel in regards to getting the parts needed. I have not gotten any clarification yet or heard back from the store if the parts where approved.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/27/2023

  please advise the store name & we will contact the store for you. 

• Initial Complaint

  Date:03/03/2023

  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.

  Flexsteel has failed to fulfill warranty obligations for a failed sofa mechanism claim filed in 2022, stating foreign manufactured parts are currently unavailable. Flexsteel has refused to either replace the sofa or refund my purchase price.

  Business Response

  Date: 03/03/2023

  All parts & service must go thru the store where the furniture was purchased.  They would have all documentation regarding the sale and would need to send out service tech to inspect & advise.

   

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19532850
  
  I am rejecting this response because:

  It's worse than I thought. Flexsteel has offered a cynical boiler-plate, possibly automated, response within minutes of my complaint submission. I've already gone through both the store where the furniture was purchased and Flexsteel. We are months into this, with the service tech having been sent out "to inspect & advise" in 2022.
  
  The product is Flexsteel, the warranty is from Flexsteel, the store has requested the parts from Flexsteel and Flexsteel has failed to provide them to the store, claiming the sofa is made "overseas" and parts are currently unavailable. Bottom line, Flexsteel thinks it's found a way to deny any warranty claim by saying it's the store's responsibilty, not the one whose name is on the warranty, Flexsteel. Good luck with that. Class action anyone?
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/09/2023

  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 have a flexsteel chair that I purchased as a set with a sofa. The chair a broken down terribly exchange it after about a month 2nd one did the same thing. Purchased it at ********** they sent a guy out to look at it and said just how its made???? I would love to send a picture of this chair, my phone number is ************ please contact me. Thank you ***********************

  Business Response

  Date: 01/09/2023

  Please contact **** the customer service manager at **********.  She will then need to send us all documentatoin regarding your sales & pictures from repair tech.

   

  Best regards

• Initial Complaint

  Date:09/12/2022

  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.

  7/17/22 special ordered a Flexsteel Digby sectional and Flexsteel Digby leather recliner Salesman: ******************************* Invoice #: ******** Purchase Price: $7,460.34 (downpayment of $1,500) 8/30/22 items were delivered. Upon delivery it became evident that there were several manufacturers defects and tailoring flaws that need immediately addressed. Over the past week and a half I have had contact with ******** and ****** *************) in customer care, ******** *************) the store manager, and ***** *************) the gentleman sent out to do the inspection of the items. On Tuesday, September 6th, ***** can out and confirmed that the indeed the sectional and recliner had flaws that were a result of tailoring and manufacturing and were not repairable. ******** contacted me on the 7th and stated that they agreed with my concerns and that the furniture could be replaced or that I could have a credit to use in the store. At that time I informed her that I did not want either of those options and requested a full refund of the purchase price including delivery. She said that I would need to speak to ****** or go to the store and speak to ********. At that time I sent and email to both of them declining their offer and requested a full refund and that the furniture be returned to Flexsteel so that their manufacturing and quality control could examine the product sent out. Having received to response to the email, calls and text were sent that also went unanswered. Today, Friday, September 9th I again called to speak with ****** but had to leave a message. I then went to the store where I had contact with the assistant manager who attempted to contact ****************************** and some other higher level manager to see what could be done. I have also sent an email to Flexsteel that was replied to by *** who stated the store would need to contact them regarding issues. I need Fleexsteel and ******** Furniture to communicate and rectify this situation.

  Business Response

  Date: 09/12/2022

  We do apologize for this and will contact ******/s Furniture as soone as they open this monmring.  They will then be contacting the customer.

   

  Best regards

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18005149
  
  I am rejecting this response because: as of 12:40pm today, Tuesday, September 13th, I have received no contact from ******** Furniture.  I appreciate your immediate response but nothing thus far has been done.  It is still our expectation that the sectional and recliner be picked up and that a credit be issued immediately to our account for these items.  We have followed protocol and had the items inspected.  Both items were seen to have tailoring flaws that are not repairable in our home, therefore, the contract is no longer valid and the items should be returned to Flexsteel.  None of our phone calls, emails, or text have been answered.  It has been two weeks today that we have been requesting the items be picked up and credited.  Please do all you can to get this resolved.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/14/2022

  ******** Furniture has advised they will be contacting the customer.

• Initial Complaint

  Date:07/14/2022

  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 a sofa from ************************ , ********* **. I received it in Oct 2020. In Jan 2022 I reported a hole in sofa cushion to guardsmen ( with whom I have warranty). In March, a technician finally showed up- said it found not be repaired. Supposedly, new fabric was ordered. Since then, I have been checking with guardsman- who blames it on young ********* and young ******** blames it on flexsteel. Bottom line- I have a hole in my new sofa that is going on 8 months. I feel I have gone through all the proper channels, have been patient, but this is unacceptable.

  Business Response

  Date: 07/14/2022

  Thank you for contacting Flexsteel.  I cannot look up your parts order unless you store provides us the order number.

   

  Please have them contact us with order number & we gladly assist you.

  Customer Answer

  Date: 07/14/2022

   
  Complaint: 17566100
  
  I am rejecting this response because:
  I get drivferent people, different answers every time I call .  I have no idea what part number is,  I have waited 8 months, thats why I have turned this case over to BBB.  If I had answers I wouldnt be filing a complaint!  I need assistance.   ************************ s phone number is ************.  Good luck!  They will refer you to guardsman, and the cycle continues.
  Sincerely,
  
  *********************

  Business Response

  Date: 07/15/2022

  I am sorry to hear this.  I will contact the store for you.

  Customer Answer

  Date: 07/15/2022

   
  Complaint: 17566100
  
  I am rejecting this response because:
  Thank you .  I have been shifted back and forth from guardsman to young ******** gor 8 months.  And every time, I get a different answer, and its not their fault.  I received my sofa from flex steel in 10 weeks in the height of the pandemic.  This is 8 months!!!!!  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/04/2022

  I am sorry but the money exchanged hands between you and the retail store so for any refunds you must work thru the retail store.

   

  Best regards,

  Business Response

  Date: 08/05/2022

  I am sorry but the money exchanged hands between you and the retail store so for any refunds you must work thru the retail store.

   

  Best regards,