ComplaintsforFlexi-North America, LLC

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was promised on 9/4/24 by the flexi Team via email that I would be receiving a replacement leash for my broken one and that I would be receiving a tracking number once it has been processed. I have reached out to the flexi Team multiple times since that email and they stated it can take up to 15 days to receive my replacement leash. However, it has been 12 days since I was promised a replacement leash and I've not received any confirmation or tracking emails for my replacement leash. I understand that it can take up to 15 days to receive my replacement leash, but I should have received confirmation order or tracking information details already.

  Business response

  09/17/2024

  Hi Mr. Xenikakis,

  I apologize for the lack of response you received, we are in the process of changing our system and process for managing the Warranty Leash process and he leash replacement was not processed in our system. We have sent you separate emails regarding the situation and have processed a replacement leash along with additional items today.  The tracking number has been provided on a separate email.

  I will personally be dropping these off at the post office today to ensure that they get to you quickly. 

  Thank you

  **********

  VP Operations

  Customer response

  09/18/2024

   
  Better Business Bureau:
  

  I have reviewed the response provided by the ** of Operations in reference to my complaint, and find that this resolution is satisfactory to me. I appreciate the response provided by **** and can confirm that a tracking number has been provided for my replacement leash, along with some additional items that the team has provided.

  Respectfully,
  *************************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a new leash in October 2020 for a very small dog. The leash cord has snapped at its base. The leash was never misused, never chewed on, and always handled in a caring manner. Upon emailing Flexi, I explained the situation and timeline. They have refused to offer any type of replacement or discount on a new leash because apparently its not covered under their warranty. In reading information, they do offer replacement on their merchandise thats less than 2 years old.

  Business response

  04/18/2023

  Good morning, 

  We Informed our customer via email on 04/14/2023 that these kinds of damages fall not under our warranty.
  They are always related to some outer force = improper use.
  
  Unharmed the flexi cord/tapes can last for decades and are not subject to any wear and tear.
  Unharmedis the operative word, since rough surfaces/sharp objects such as barbed wire can harm the synthetical material.
  Most prominent is chewing, which can be easily detected by bite marks on the black plastic cap.
  Often dog owners are not aware of it, so please make sure that your dog is never left unattended with a flexi leash.
  
  Due to safety and liability reasons, we do not support any self-repair attempts.  
  We do not offer any repair services either as we only distribute the leash in the US and do not have a repair department or spare parts. 

  Furthermore does the customer state now that the leash was purchased in 2020. The flexi retractable leash is warranted for a period of two years from the date of purchase, and applies only to any manufacturing defect.

  Customer response

  04/19/2023

   
  I am rejecting this response because:
  Flexi does not stand behind defective merchandise. The leash is less than 3 years old as it was purchased in October of 2021 and not 2020. The leash was never chewed, thrown or dropped. The dog that uses the leash is petite and size and has no force to pull when on the leash. 
  

  Flexi should allow some type of compensation for their defective merchandise. 

  Business response

  04/20/2023

  We are willing to open a warranty claim even though the item is out of warranty to show a sign of goodwill, but we need to ask the customer to follow our warranty procedure and send in the leash. We need to see the defective item otherwise there is no proof that there is something wrong with our product. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 3 flexi leashes within the last 3 months.. I have two yorkies both under 5 lbs. All of the leashes have freyed at the bottom. I have tried emailing flexi, waiting about 1 month, but still have not received a response. I normally don't mind, but these leashes are at least $25+ and I have thrown 3 away.

  Business response

  05/25/2022

  We did receive an email from the consumer on 6-May and responded the same day with instructions on the next steps (see attached email).  There was no response from the consumer after that.  We stand behind our products which are all made in ******* to very high standards.  

  We take consumer complaints and comments very seriously (we responded within 2 hours to her one and only email received).

  If you have any additional questions or comments, please advise.

*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. ↩