Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Pet Store

Flexi-North America, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Store.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

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

    Business Response

    Date: 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

  • Initial Complaint

    Date:04/14/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

     
    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

    Date: 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.

    Business Response

    Date: 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. 

Flexi-North America, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.