BRETT INTERIORS

STAY AWAY! This has been our worst purchasing experience EVER. The short version: Our 2,600.00 Flexsteel couch’s cushions have worn out in less than two years. Brett Interiors won’t honor the warranty because it has to wait to get the parts from Flexsteel. Flexsteel won’t honor the warranty because they can’t get the information about the cushions from the REAL manufacturer. We were never told that the couch was actually made in China. What a surprise to us! So far, we’ve been waiting over 3 months for anyone to honor the warranty. Every time we call, they say they will get back to us, but they don’t. The complete story: 18 months ago, we purchased a Flexsteel 3-section electric recliner couch for over 2,000 from Brett. It took nearly 4 months to be delivered to us (they never once contacted us to let us know if it had actually been ordered or any sort of delivery date – no contact from them at all!). Now I know why it took so long – the couch was made and sent from China! It was NOT “American Made”. A little over a year after the purchase, we noticed that the cushions were very worn out and the couch was looking terrible. We actually moved it into another room so it wouldn’t be so noticeable in our home. We decided in January to call Brett Interiors and see if this would be covered under either their warranty or Flexsteel’s warranty. It was suggested that we contact Mr. Brett himself via email and send photos. We did, he called me back and agreed that this is something that should be covered under Flexsteel’s 5-year warranty on their cushions. It would only cost us $200.00 for the labor (he said that’s what HE pays for it), and $100.00 for pick up and delivery of the couch. Total would be $300. We told him we would let him know. We called him back the next week and said that we wanted to do it. He said it would take a couple of days to order the cushions from Flexsteel and even if they didn’t have them in stock, it might take a week. Two weeks later, on Feb. 13, when I hadn’t heard from them, I called and spoke to Sharon at their main store: 7-three-three-9896. She told me that they hadn’t been ordered because she was waiting to speak to Mr. Brett about which couch it was. I asked if it really took two weeks to ask him that question. She responded in a sarcastic voice “That’s right!” I gave her the model number and she told me that it would take a couple of days. Didn’t heard back from them. I spoke to someone at their new store and was told that Mr. Brett won’t be in until Monday or Tuesday. He was going to speak with Sharon about this and have her call me. She never did. I called Sharon back and she said that she sent an email to get the necessary parts from Flexsteel - 4-7 days - no longer than 3 weeks no matter what. Nobody contacted me. I called Mr. Brett on March 22 on his personal cell phone: 240-66-five-nine (phone number given to me by Sharon). He did call me back two days later to tell me that the cushions would be here no later than the end of March. I called Sharon again on April 5. She assured me that the cushions were ordered (but couldn’t tell me exactly when) and that she would check with Flexsteel and call me back. It’s now May 3 and I’m still waiting. Don’t expect any service from Flexsteel either. They have a contact page on their website – but I’m now waiting 6 weeks to hear back from them, nothing! Called their “customer service line”. They won’t speak to customers, only their dealers. I finally got the number of “Pat” in customer service at the Riverside plant at 9-five-one-643-60-eight-zero. She was very helpful over the phone and told me that she would contact Brett to get the PO number and an estimated time of delivery and call me right back – STILL WAITING three weeks later. One last thing – I sent an email to Sharon at the email address SHE provided to me: it’s bogus. The email to her was bounced back to me two times: “The following message to was undeliverable”. We will never buy anything from Flexsteel. We will never buy anything from Brett Interiors. I suggest that you go somewhere that values their customers, NOT BRETT INTERIORS!