November 2019 by Arlene P.
The world's worst idea for customer service. We have about 25 Kimball FLIP chairs and during the last year, about a dozen of them have broken. I called Kimball customer service and inquired about what the weight capacity rating is, (because of the breaks, I assumed it was a lightweight and could only hold 150 lbs or so) and they said 273lbs. With that information, I let them know that that I think their chair might have a quality issue. They told me that I had to talk to a dealer and have the dealer tell them about the issue... they absolutely would not take the feedback from me. I told them that our dealer told us that they no longer deal with Kimball.. their reply was that they would connect me to a sales rep at a dealership near me... Wow. If I owned Kimball or was CEO, I'd be horrified if my customer service did not receive and escalate this issue. When I refurnish or open another office, I will highly recommend that we stay away from Kimball because their customer service doesn't care about safety issues in their chair. OUCH! This is about a SAFETY failure. Their chairs break and don't live up to standards and they want the consumer to jump through hoops to tell them about it--- that I would have a customer service rep, refer me to a salesman nearby to tell them of their chair safety issues. Their designs might look good but they aren't up to standards and want you to jump through hoops to tell them about it. HORRIBLE. -5 stars. Sadly, I think I they used to be great furniture builders and now reduced to irresponsible money grabbers.
