Flexsteel Industries, Inc. Customer Service Issues

I purchased a three-piece living room set from Mealey's in Maple Shade, NJ, in October [redacted]. Unfortunately, the furniture started squeaking and the seat cushions lost their shape. Mealey's sent a service representative in January [redacted] who recommended replacing the foam in three sofa cushions and two loveseat cushions, but we haven't heard back since. Despite multiple calls, we've had no resolution, and now customer service isn't picking up. We are frustrated and need your retailer to provide some guidance. If we don't receive help soon, we'll return the furniture to Mealey's in Maple Shade, NJ, and share our experience with the local news. Our last name is Jacovelli. Thank you for addressing this issue promptly.

I bought a Flex [redacted]-604P-[redacted]-72-72 Loveseat in June [redacted], which was delivered a few weeks later. Recently, the left seat doesn't return to the upright position from reclining. I can't check underneath. The right side works correctly. My wife contacted Callan Furniture in Waite Park regarding the issue. They provided an insurance claim form from Montage Furniture Services for surface damages, which isn't the problem here. We're at [redacted] Morningside Loop in Saint Joseph, MN, [redacted], and would appreciate quick assistance at our home. You can reach us at [redacted], [redacted], or 1-[redacted]. Please reply through any of these contacts. Thank you, John Cunningham

My spouse and I, both seniors, made a considerable investment in your Flexsteel electric recliner set a few years ago. We have diligently maintained our purchase, but we were disheartened to discover three significant cracks in the leather where my husband rests his head. I had high hopes for Flexsteel's quality, so I am disappointed by the leather's durability. Could you provide any suggestions for repairing it? I wanted to bring this issue to your attention to prevent similar problems for other customers in the future. Thank you. Wilma C. PO Box [redacted] Anderson, TX [redacted] [redacted]

I purchased a sofa and loveseat 18 years ago with a supposed lifetime guarantee on the core/cushions. Although the furniture is in excellent condition, the cushions need replacement. To my disappointment, I was informed that these parts are no longer available after 10 years. Despite providing measurements to the store, they claim not to have the specs anymore. It seems the lifetime guarantee only lasts a decade. I contacted customer service, and although they were friendly and prompt, they couldn't offer a solution. I believe Flexsteel should either supply new cushions or cover the cost of reupholstering locally.

I purchased a new Flexsteel Loveseat with power headrests and a Flexsteel battery pack on 8/5/[redacted] from INTERIORSHOME in Lancaster, PA. Unfortunately, the battery pack does not hold a charge for more than 4 cycles or 4 days. Despite the store's efforts contacting Flexsteel, the battery issue persists. I have suggested the battery may be defective but have not received permission from Flexsteel for an exchange. Your assistance in resolving this matter would be greatly appreciated. Marvin S.

I have placed an order through an authorized Flexsteel dealer, Carol House Furniture in Valley Park, MO, for the following items: Springfield Fabric Power Reclining Sofa with Power Headrests [redacted]-62PH in [redacted]-02 Springfield Fabric Power Reclining Loveseat with Power Headrests [redacted]-60PH in [redacted]-02 Springfield Fabric Power Gliding Recliner with Power Headrest [redacted]-54PH in [redacted]-02 Despite my requests and willingness to pay, the store is unable to obtain extra fabric for the Flexsteel Latitudes. They claim they can order fabrics for other Flexsteel furniture but not for this collection. As the furniture will take 8-10 weeks to be delivered, I am questioning why the extra material cannot be shipped at the same time. If Carol House cannot provide the additional fabric, I would like to know if I can purchase it directly from Flexsteel. Thank you, Jan Hayes.

I have noticed that the driver and passenger seat covers on my [redacted] Tiffin Allegro RV are peeling excessively. I am aware that there was a recall due to faulty material, even though my unit might be out of warranty as it is a [redacted] model. I purchased the RV used in [redacted], and the seats were in good condition until last year, when the outer material started peeling off in large sheets. The sudden deterioration indicates a clear material defect that requires replacement. Despite being out of warranty, the limited use of the seats suggests they should have lasted longer. I am interested in purchasing replacement covers, and I understand that you offer these for sale. The Flexsteel tag provides the necessary information for ordering. I would like to know the cost of the driver and passenger seat covers, whether they come as sewed covers or just the material, and what is involved in installing the new covers. Any assistance on the pricing of the replacement covers would be greatly appreciated given the defective nature of the material. Thank you. - J. W., [redacted]

I purchased a Flexsteel power reclining love seat in gray leather from Appliance Center in Maumee, Ohio. When I bought it, the store said it was "in the warehouse" and would arrive in about three weeks. However, when I contacted the store for an update, they mentioned that Flexsteel had recalled the product to replace some switches. I'm finding it hard to believe this delay and frustrated that it may take an additional five weeks for delivery. The store never informed me about this recall until I followed up about the delivery date. I believe they should have notified me sooner if there was a recall on the item. It's frustrating to have already paid for the love seat and still be waiting after eight weeks. I would appreciate any updates on the status of my order. Thank you.

We purchased two taller electric units, two three-seat couches, and a unit with a center section for cups from Gallery Furniture in [redacted]. However, this furniture has disappointed us as it is very uncomfortable. The captains chairs lack padding, forcing me to use pillows to make sitting bearable. The footrests are causing discomfort to our heels, and the couches are almost impossible for guests to sit in due to their lack of comfort. The design of the chairs also ruins guests' hair, discouraging anyone from using the furniture during family functions. Despite our effort to maintain the leather with Gallery Furniture Polish, it is wearing out in places. We are seniors still working, not lounging all day, and have no pets or children around. We tried to contact the company before the warranty expired with no luck. Now, we are considering a new lower, adjustable version and hope for a partial refund. How can I send photos for reference?

We bought a sofa and loveseat on 5/18/[redacted]. The leather has completely worn off for about 1.5 years, and it's in poor condition. We reached out to Calvin’s Furniture, and they said it's out of warranty. I acknowledge normal wear and tear, but I believe this leather is defective. Its current state after this time isn't acceptable, especially given the price we paid for it ($4,[redacted].00). It's disappointing that we are facing this issue now.

I purchased a white/cream FLSTL Power Reclining Loveseat and Sofa from Rose Brothers Furniture Store in May [redacted]. I noticed the furniture was picking up colors from clothes and complained to the manager, Jonathan. He visited my house, took pictures, and agreed the discoloration was bad. In July [redacted], I exchanged it for an olive green set. By May or June [redacted], the olive green set began turning white at the seams. The model numbers are [redacted]-60PH-[redacted]-01 for the Loveseat and [redacted]-62PH-[redacted]-01 for the Sofa. I want Rose Brothers to pick up the furniture, give me a credit of $[redacted], and allow me to purchase elsewhere. Repairing it is only a temporary solution, and finding parts is challenging. I feel helpless in this situation. Joneità Carroll

Hello, I wish to share my recent experience with the purchase of a Flexsteel sectional and Catalina recliner. Upon delivery, I noticed wrinkles in the fabric, particularly where the legs rest, which was disappointing as I expected them to resemble the floor model. The Al's Furniture store in Modesto, Ca, where I made the purchase, sent Greg to assess the situation, but he mentioned it met Flexsteel standards. Unfortunately, the quality does not meet my expectations for high-end furniture, making me hesitant to recommend Flexsteel to others. I regret not keeping my previous furniture, although it was eight years old and less expensive, it still maintained its appearance better. In the future, I will avoid purchasing from Flexsteel or Al's. I hope to hear your thoughts on this matter and the steps you plan to take for resolution. Best regards, Lorna B.

I am reaching out regarding a sofa, loveseat, and recliner I bought 5 years ago. The material used is a leather-like fabric which did not hold up well from the start. Even though these pieces were only used by two people in a low-traffic home, I am now getting rid of the loveseat and sofa due to holes and excessive wear, making them look much older than they are. In my experience, other sofas have lasted over 10 years in better condition. It is disappointing to have to discard these items when the structural quality remains excellent. Regrettably, I cannot donate them due to the damaged material. Recently, I watched a YouTube video extolling the durability of Flexsteel products, claiming they will last a lifetime. However, my pieces have only lasted 5 years. I hope Flexsteel will prioritize the quality of the materials in the same way they emphasize durability. I believe some form of compensation is warranted considering the premature deterioration of my furniture investment.

I have reached out to various retailers near my zip code, [redacted], listed as carrying Flexsteel products. Only Sam's Furniture offers the Flexsteel Wynwood Collection Plymouth pieces I am interested in, particularly the writing desk W1347-[redacted], file bookcase W1347-[redacted], nightstand W1047-, media chest W1047-. I am also looking for dining chairs, perhaps with arms for the writing desk. Sam's Furniture can order these, but the wait is up to 8 weeks. I attempted to contact Pilgrim in CT, but they do not ship. I am eager to complete this room project, transforming my parents' old guest room into an office/guest room with a fresh look. Rapid progress would be a great comfort to me during the upcoming holidays.

I purchased two Flexsteel chairs from Peterson Hagge in Clinton back in August [redacted]. They were delivered at the end of September. Unfortunately, one of the recliners started breaking down after only a month. It was picked up for repairs on 11/5 while we were on vacation, and when it was returned about two weeks later, the issue persisted. The repairman mentioned adding more staples and stuffing, but the problem recurred shortly after. I contacted the store, but they haven't received any updates from your company. I am seeking a resolution, either a replacement chair or a refund, as this is disappointing given that we don't have children at home who could have caused the damage. I hope to have this issue resolved promptly.

Hello! My name is Chris. I recently bought a Flexsteel recliner with power functions on March 16, [redacted], from Missouri Furniture in St. James, MO. Unfortunately, on April 15, [redacted], the recliner stopped working. I reached out to Missouri Furniture, and they attempted a repair on April 23, [redacted]. However, they had the wrong motor for the footrest and had to reorder the correct one. It is now September 16, [redacted], and I have been waiting for five months for them to receive the correct motor. This delay is very frustrating, and I would appreciate any help or advice on how to resolve this issue. Thank you!

I ordered a special order Bexley sofa in September [redacted], and it took four months for it to arrive in January [redacted]. Unfortunately, upon delivery, the sofa was not the one I ordered. I contacted the store, and the Flexsteel representative mentioned that it could be re-ordered, but it might take another 3-4 months. This situation has caused my family to be without proper seating for an extended period. The Flexsteel rep indicated that the error was on your company's end. I would appreciate some form of compensation, such as a 25% refund or a credit at Wayside Furniture in Joplin, Missouri, where I made the purchase. Thank you.

Hi, my name is Louise Eskew. I bought a Flexsteel recliner (wicklow dual power glider, PO# [redacted]-[redacted], Flex [redacted]-54ph-taupe) on May 15, [redacted], from Art Van at [redacted] West US 50, O'Fallon, IL [redacted]. Sadly, the store has closed. Recently, our recliner encountered issues with the controls, making it difficult to return to the down position after reclining. I had also purchased an Extended Warranty for $[redacted].40. Despite trying to reach out to Flex Steel and local furniture stores for assistance, I have faced challenges getting the necessary repairs under the warranty. Mueller Furniture asked for $[redacted] and delayed the service appointment. Peerless Furniture suggested contacting Flex Steel directly for a service request with no extra cost covered by the Extended Warranty.

On 2/25/21, I was informed by the store that my order #[redacted]-[redacted]-40 would take 12 weeks. However, it is now June, and when I inquired about the status, the store directed me to Flex-Steel. Upon contacting Flex-Steel, they mentioned that the store, particularly a person named Goffena, was responsible. Unfortunately, my conversation with Goffena was impolite, and I was informed that they couldn't provide a delivery date. Despite contacting the store again, I received no assistance as they claimed to be just the middle man. Flex-Steel cited COVID-19-related factory closures as a reason for the delay. This situation is concerning as I urgently need the couch, and the lack of communication and accountability is frustrating. Thank you, Patrice L.

I purchased a Chair and a Half from Wiggins Furniture in Montgomery, TX last November. After six months, I noticed a sagging cushion and noisy springs. Wiggins tried to order a replacement cushion from Flexsteel, but they are currently out of stock. I plan to have an upholstery shop custom-make a High Density foam cushion for $[redacted], with $[redacted] for labor. I believe Flexsteel should take responsibility for this issue and provide a proper replacement considering the quality of the chair. Linda L. Contact me via email at [redacted] Thank you.