Complaints

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

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  FlexPay Furniture

  7010 W Good Hope Rd Milwaukee, WI 53223-4609

• 

  FlexPay Furniture

  6271 S 27th St Milwaukee, WI 53221-4838

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:11/28/2023

  Type:Sales and Advertising 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 bought a couch from flex pay in 2018 had it delivered went perfect the 2 gentleman did their best and we had no issues I purchased another couch from them this year 2023 . Had a delivery scheduled for 11/28/2023 I took off work for this. My issue with what happen is that only ONE of the guys were trying to get my couch in the hallway which it did. There was plenty of space the guy on the steps was pulling but the couch wouldnt go anywhere because the guy at the bottom of the steps literally was not pushing at all, you could tell he was a newish timid guy maybe ? Who knows but still put effort into this. The other guy was giving the lazy guy demands and he just wasnt helping at all. Result of this is them taking the couch back to the warehouse. With this being said I was charged 150 for delivery which I didnt get a couch delivered and I got a lazy worker. They have a policy if the couch doesnt fit and I want a refund I would be charged 15% restocking fee and I wouldnt get the money back for delivery. I called and explained to the manager on s 27th he stated I couldnt talk to his boss he had to wait til the couch gets to the warehouse and then determine what to do next, he also stated since I paid in 2 methods 680 in cash and the rest on credit card that it would take a couple days to get cash back. I would like a full refund for the lack of effort from these people. This is ridiculous I would like **** back.

  Business Response

  Date: 12/20/2023

  We sincerely regret the inconvenience you experienced. At our company, we always ensure that our customers are informed about the dimensions of their purchase. We had a detailed conversation with ********************** and offered a complimentary second delivery attempt, which she declined. Upon reviewing the delivery address, we concluded that our team exerted their utmost effort, prioritizing the safety of the furniture. We are pleased to confirm that ********************** subsequently visited our store and received her refund.

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [they did NOT give me a FULL refund. I paid some in cash and credit card, they only refunded me 358 in credit card and 400 in cash . I paid $680 in cash, I still need $280 back in cash not on the credit card 
  
  Regards,
  
  *********************************

  Business Response

  Date: 01/10/2024

  I hope this message finds you well. We wanted to address the concerns regarding the restocking fee. We strive to offer flexible solutions and had proposed a complimentary second delivery attempt, which we regret was not suitable for you at that time. As per our agreed terms at the time of purchase, a restocking fee is applicable. We aim to uphold our commitments and provide clarity to our customers regarding our policies.

• Initial Complaint

  Date:01/23/2023

  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.

  I purchased living room furniture from this store on 01/13/2023. On 01/21/2023, the delivery was unsuccessful as it was too large to fit through my front or back door. The delivery personnel were throwing my belongings around near my backdoor out of frustration because I asked them to attempt to get the furniture through the back door. On 01/21/2023, I went to the store to process my refund which as $1453.38 however they kept $270.00 of my refund. They kept $75 for delivery (but no delivery was made) and the other monies were kept by them for what they described as a "restocking fee". This store wants to keep money that is not due to them. I don't have $270 to give to an entity or a person for absolutely nothing.

  Business Response

  Date: 01/31/2023

  Dear ******************,
  We acknowledge your disappointment with your purchase. However, we would like to remind you that our store policies were clearly communicated to you prior to making the purchase. This includes the requirement to measure your space before making a purchase to avoid any issues with size. Regarding the item not fitting, our policy states that it takes 24 hours to clear the receipt due to the inspection process with our delivery company. You were also offered the option to exchange for a different item, but declined. Please note that a 15% restocking fee applies for a refund, as the delivery service has already been provided. This fee was explained to you before the purchase, which you agreed to by initialing next to the bullet points in our policy and printing your name at the bottom of the document, a copy of which was also given to you.
  Thank you for your understanding.

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Its a predatory business practice that is unfairly targeting individuals of color. If the store was located in a predominantly white neighborhood, that policy would not be implemented. The business is a scam for charging customers money who receive no product. The business should not be allowed to charge excessive fees to ensure that they make a profit and not have to fully refund customers that *** experience what I did. It should be illegal to operate in that manner. I wonder if we could go and setup a business in their country and financially prey on the people, Im sure it wouldnt be permitted. The government needs to put a halt to the foreign fraudsters. 
  Regards,
  
  ***************************