ComplaintsforFlag City Furniture & Bedding

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ****** *********

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on April 3 2021Iordered a sofa and a recliner from Flag City Furniture in Findaly Ohio. At that time they told me it would be about16 to 20 weeks before they could get it in. I told them that was fine and I payed for it by credit card with a promotional rate of no interest if paid in one year.This was with ******** Bank. I have made payments every month and have paid $2150.00. I have no problem with the credit card company. However the business told me in August, when I went to their store that it was in the process of being built. I waited approximately2 months and contacted them again. At that time they said it was in the process of being built.. I told them to please keep me in formed of the status of these products. They sent an email about Nov. an stated it was in process. Went to the store on Dec. 17 and talked to them .They said again it was in process of being built. I Talked to a sales woman and then to a store manager. I told them if it wasn't in by Jan. they could cancel my order. Thre manager said he would call his rep where the furniture was being built and call me back no later than the following Tues. He did not call and so on Dec 23 I called them and told them to just cancel the order. The manager then sated the furniture would be in sometime in Feb. I told her That was not acceptable and to cancel the order and I wanted my money returned. She said she could not return my money. Ithon called the credit card company and disputed the charge. they said they will look into it and return my money. Since the time I ordered my furniture they have opened up an additional showroom full of furniture and also a new store. Ido not wan to do business with this firm. They also done the same thing to my sister and lied about delivering her furniture and kept telling them they couldn't get a a truck to get the furniture from N.C. This went on for 3-4 months. I believe this company has poor customer service and lies to their customers

  Business response

  02/22/2022

  Business Response /* (1000, 15, 2022/02/09) */ ********* custom ordered furniture on April 3rd, 2021. He came into our store, selected furniture, fabric, and color. These products had to be custom ordered since everything was selected specific by the customer. We ordered these products for the customer. During this time the manufacturers experienced hardships and difficulties with production making the lead times longer than expected. ********* would call in and we would provide any update that the manufacturer had for us. He filed a dispute with the finance company which was denied since they are manufacturing the product for him. He demanded we cancel his order, even though he signed the receipt where it states, " ALL SALES FINAL NO REFUNDS NO RETURNS NO EXCHANGES. INCOMING ORDERS: DUE TO THE GLOBAL PANDEMIC, DELIVERY DATES CANNOT BE GUARANTEED AT THIS TIME." We are set to receive the furniture any day as it has been loaded and shipped. Once we get the product we will be delivering it immediately.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased furniture on March 15, 2021 from Flag City furniture in *******, OH. They told me it would be 22 weeks before I could get the furniture because of Covid delays. I was fine with that, but now it's December 22, and still no furniture. I went to the store today to cancel my order because I am tired of waiting for it, and they told me they would not give my money back. They said the furniture is still being manufactured in Indiana. So I told them again I would like my money back, and they said they only give in-store credit. That is not to my satisfaction because I feel they have not held up to their end of the agreement. When I asked them where my money has gone, their replay was that they had to pay employees and electric bill. I would like my money back to go somewhere else and get furniture/.

  Business response

  02/09/2022

  Currently, ****** ***** is refusing delivery of his custom order. He and his wife came in, selected furniture, fabrics, colors, and pillow designs on March 19th, 2021. They also selected a dining table in a specific color with matching chairs. These products had to be custom ordered since everything was selected specific by the customer. We ordered these products for them. During this time the manufacturers experienced hardships and difficulties with production making the lead times longer than expected. Mr. ***** would call in multiple times a week checking on his orders and we would give him any update that we had provided by the manufacturers. By the end of 2021 Mr. ***** had called in, threatened one of our employees, stating that we had better have the cops at our store because he was coming in. This resulted in our entire team staying at the store with the closers because she was afraid of what he said to her. He demanded we cancel his order, even though they signed the receipt where it states, " ALL SALES FINAL NO REFUNDS NO RETURNS NO EXCHANGES. INCOMING ORDERS: DUE TO THE GLOBAL PANDEMIC, DELIVERY DATES CANNOT BE GUARANTEED AT THIS TIME." They have gone to the finance company to file a dispute but they denied it since we were still getting them their product. The *****s also filed a dispute with their credit card company and it too was denied. We have been more than fair offering them store credit to get something quicker. The *****s denied that and now try to say we wouldn't do anything to help them. The credit card companies believed we were in our rights. We have their furniture and would like to deliver it. When we called to schedule them for a delivery, Mr. ***** again, demanded a refund from us, and said he no longer wanted it even though the disputes were denied. Mr. ***** has threatened us, called us liars, and berated us over the phone all because we were telling him what the manufacturers were telling us.

  Customer response

  02/09/2022

  In response to the email we just received...Flag City Furniture has been very untruthful with the BBB...we never threatened the police...what was said was that a police report may be made because we were told in March that our furniture would be in by August or early September....when it wasn't in by November, we told them to cancel our order, and then again in December. Now, after looking at our receipt, it was never signed by either of us...all we want is our money back...they have warehouse that they can re-sell what we ordered.
  We cannot talk to them without them show us "attitude", so we feel that for everyone's best interest, that our money be refunded. We also spoke with an attorney who represents senior citizens, and he said we are within our rights to receive our money back....we don't want to get an attorney involed, because we don't financially have the money to spend...so please ask Flag City Furniture to return our money....thank you!

  Customer response

  02/09/2022

  In further response to my previous email....I was told the week before thanksgiving that my dining set would be here by Thanksgiving....it wasn't, but I was never called to tell me.....and I called the furniture company in Indiana where my furniture was being made and asked them if my order could be canceled, and they said yes....I called numerous times and every time they said yes, my order could be canceled by Flag City Furniture. I went to the store on Dec. 22 and talked to ***** and told her I wanted my money back, and she said she couldn't do it...I told her I had talked to the manufacturer in Indiana numerous times and they told me it COULD be canceled. She argued again saying it could not.....she finally said she would talk to her manager and ask him if I could get my money back and she would have him call me....he never called. I spoke to an attorney in Columbus that said yes, I CAN get my money back because they did not deliver the goods that I ordered and paid for in full.....I am now seeking legal council next week and will bring suit against Flag City Furniture for a full refund.

  Customer response

  04/15/2022

  The consumer informed BBB that he received a partial shipment of the order placed 3/21.  He is still missing the dining room table and chairs.  He was told by the business that they are being made and will not be available until July 2022.  

  The consumer contacted the manufacturer, who told him that the pieces are still on-order because the business has not paid for them yet.  

  The consumer called the business again.  It told him that they had paid for it, so he could not get his money refunded.

*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. ↩