Star Furniture and Mattress

This review is written so other customers know exactly what to expect after the sale. I purchased a $3,000 Flexsteel recliner marketed as a premium product with a strong warranty. In reality, it has been broken more times than it has worked. The same components have failed four times, and each failure sends the customer into a costly and exhausting warranty maze. Every breakdown costs $125 just for diagnosis, followed by months waiting for parts, then another $125 to install. The service company says parts must come from Flexsteel. The retailer says they can’t help. Flexsteel says to deal with the retailer. Responsibility is endlessly bounced back and forth while the customer pays and waits. After years of documented failures, I repeatedly asked for a full replacement. I was told that was “not an option.” Now, despite the same recurring defects, the parts are no longer under warranty, leaving the customer responsible for a product that never functioned as promised. This is not a budget recliner. It was purchased specifically for quality, durability, and warranty reputation — all of which have proven to be marketing, not reality. As a disabled veteran on a fixed income, my family saved for years to buy this chair so I could sit comfortably and spend time with them instead of being confined to bed. Instead, we were left with ongoing costs, long delays, and zero accountability. Flexsteel and its retail partners should explain why a so-called luxury product with repeated documented failures is not eligible for replacement — and why customers are expected to keep paying to repair the same defects over and over. Buyers deserve better transparency, better quality, and a warranty process that actually works.