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:09/06/2023

  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.

  2/25/20 Purchased lift chair
  5/18/2023 lift motor went out cover under warranty Replace 5/30 2023
  7/12/2023 lift motor went again on 8/10/2023 put new motor on fail to work said it was in the remote took remote
  8/22/2023 brought new remote chair still not working took chair with them to work on it.
  they keep giving us the run around on why they can't fix it but will do nothing to solve the problem.
  IT'S been 4 months without a lift chair which my husband needs as he is disabled.
  9/5/2023 still nothing

  Business Response

  Date: 09/06/2023

  Mrs. *******, like I explained in the store, we have to do as Flexsteel tells us when it comes to repairs and warranty work. We have made multiple attempts to fix your husbands lift chair. I understand that it's frustrating that we've had to fix multiple things, and this has taken time but, each time something goes wrong we take care of it. Flexsteel is taking time with parts and with a product that has been discontinued they seem to be taking longer getting things shipped to us. We currently have your lift chair in our workstation, per your request to take it until it is completely fixed and return it back. We have tried multiple motors, new wands, power cords and transformers. We have asked for further assistance from Flexsteel to see what parts they may be able to replace to get the chair in working order. We have taken much of our time and effort to make this right and get you taken care of. I also said in the store that if Flexsteel can not properly assist us in the repair I will ask for a credit to try and get your husband a working lift chair. We have provided the services we can and have done everything in our abilities to make the chair work without voiding any future warranties. 

• Initial Complaint

  Date:12/19/2022

  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.

  We bought living room furniture and new mattress on 12/13/21 and had it delivered on 12/24/22. On or around 3/1/22 we contracted the store over one of the recliner’s being broken and the mattress being broke down. When we bought the mattress the manager guaranteed a full replacement as we were upset with the quality we had gotten from a different store. We have gotten nothing but a run around from them, they have come out and looked both pieces and said they would have to order a part for the recliner and contact the manufacture of the mattress.
  We have been in contact with the store every 2 months and either we get a runaround or we never get a call back. The recliner is now wrecked as the never fixed it and I’m unable to sleep on the mattress as I have had back surgery and with it being broke down it leaves me in pain in the mornings.
  I have never seen a store owner that will lie to a customer just to get them out of the store.

  Business Response

  Date: 12/19/2022

  The customer has sent photos, along with us going out to address the issues in person. Their mattress does have a 10-year warranty on it from the manufacturer. We had our sales rep review the photos sent in and they determined that the mattress did not have a dip large enough to consider it defective and qualify for a replacement. We recommend that they rotate their mattress to help it wear evenly. They did purchase a cushion firm mattress, and do not like that the cushion on top has settled and left body impressions where they lay. We have discussed this with the customer. The recliner has a new mechanism on order to replace the current one. We have been at the mercy of the manufacturer to receive the part in so we can replace it. After speaking to the distribution center as of this morning 12/19/2022 we will have a mechanism the first two weeks of January.  

  We have no control of when and if a manufacturer will cover a claim.  The mattress is not broken down according to the manufacturer and they will not cover it.  The mechanism will come in when they send it out and they obviously out of parts.  They also tried to claim that a loveseat was bad, and it was perfect, and the wife came in and was screaming at the staff saying that the " stuff we sell is ****".  

  We will fix what is broken and have tried to do what can be done.  No runaround and no lies but that is what people do to make happen what they want.

  Mattress is not a warranty, and when the part comes in, we will fix it.

  We have done nothing but be polite and dealt with some pretty shoddy treatment, we do not want to do anyone wrong, but the facts are what they are King Koil said no on the mattress and Catnapper is either out of parts or something. 

  Just because the answer is not what the customer likes doesn't mean it is not the truth and we have never lied and do appreciate that accusation and misrepresentation of the facts.

   

  Customer Answer

  Date: 12/20/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have attached 5 pictures from different angles showing how bad the mattress is broken down. In photo #5 i placed a 14lb bowling ball to show the sag in the mattress. The mattress is a frim which doesn't have a pillow top which would show signs of settling (which is why we went with the style we did). You can only imagine the amount of sag the mattress has when a 260lb man lays on it. I have tried to call King Koil to do a warranty claim but was told I needed to go through point of purchase.

  As for the chair, it's hard to believe the furniture company doesn't have parts as we first complained back in June and I'm assuming the company is still in business making furniture. I'm not sure what parts are needed but the chair is leaning bad so I hope this doesn't turn into another problem if and when the parts show up.

  If we could have gotten return phone calls this may have never got to this point.

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