4Seating.com

The order was delivered on 08-02-16.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed...

action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Although I did finally receive new seat backs after 7 months of waiting. I am just not happy with this product as stated earlier. It is poor quality and I would like  a refund and product picked up. I will accept a refund amount of $1000.
Regards,
[redacted]

Horrible customer service! Ordered 5 chairs. Had to upgrade to power in order to get my row of 3 to ship and they still took 2 weeks to get to me with multiple delays. I am still waiting on my second shipment and they have had payment in full for 2 months. No calls to inform me of delays and no satisfaction from company. Lack of communication, lack of product with payment, horrendous customer service. Would recommend avoiding this company. Now left with limited options....continue to wait for the chairs (hopefully a month but was told that once already so highly unlikely), hope the company finds me a solution to the dilemma they have created or cancel the order and find a set of non-matching chairs. I have never had a company ask me for full payment on a product and not deliver it in a span of over 2 months!

Revdex.com:I have reviewed the response made by the business in reference to...

complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello [redacted],
 
Thanks for the call today, it was nice to talk with you!. I do appreciate doing business on the phone as sometimes it’s just the best way to understand.
 
I promised this email to you and a short description of what has been going on. I think now we are entering our 3rd month of trying to get this resolved and the last time we heard from anyone on your side was at the end of October and now we are 3 weeks into November. We had to contact American Express and Revdex.com to get a response again from your company.
 
I also don’t want to waste your time or mine any more than necessary, so to the point:
 
My wife will save a dime anywhere she finds one and probably has all the dimes she has ever saved. However, she is very quality focused and does great figuring out how to save a dime and get the quality she is looking for. She is also the purchasing agent for our automation business, so she spends her day looking over products every day, it’s just her job to analyze everything. Good or bad she reads what companies say about their products and I guess this is how we got to where we are today.
 
Reading your web site description of the product made it sound like an exceptional value for the seats, the leather quality described was very clear and a no brainer, she purchased the seats with the “white glove” delivery.
 
Upon delivery there were issues with incomplete products, defects, leather and workmanship. Just not the product describe on your web site we ordered. While this could be a fluke, it is easy to see your company never inspected the seats before shipping them to us They were passed thru from the manufacture to us, unchecked.
 
We live in Arizona in the high desert ranch lands and leather is part of life here, while we are not experts, we are not uneducated about it either. For the most part, anything that can be made with leather we have it with leather. I am realistically sure we can pick out leather quality. The seats we got are without question, poor to very poor leather quality and are not as describe on your web site.
 
Also, as we talked on the phone I told you how the leather was tearing over the corners where it was secured to the frame of the chair, splitting on various other areas, plus other flaws.
 
We have documented everything, some of it is attached in this email. We don’t really see any resolution other than for you to pick up your chairs, we would be happy to buy a higher quality product but I am sure that would not be cost effective for you, however we are all ears to any solutions and want to resolve this ASAP.
 
Feel free to contact me anytime for more information.
 
Attached is the email chain with [redacted].
 
 
Respectfully,
 
-[redacted]
 
[redacted]Regards,[redacted]

We are currently working with customer to resolve the issue in a mutually satisfactory manner.  In an effort to restore the customer's faith, we've extended a refund above the requested amount.  We continuously strive to provide superior customer service and high quality products to our...

customers, we sincerely apologize for the customer's dissatisfaction with his order.

We will reach out to customer and manufacturer to mutually resolve the matter expeditiously.

[redacted],
 
We have gone above and beyond the expectations to satisfy this customer to no avail. It has drawn an inordinate amount of the staff’s time and resources.  At 4Seating.com, our goal is to ensure the customer is completely satisfied with the service  they received and product purchased,  unfortunately this is a customer that can’t or won’t be satisfied regardless of our efforts collectively.  I trust this response is final and will suffice to restore our grade, especially since we just renewed membership and started with a clean slate.      
 
Response:
 
That repair took 6+ weeks to process in part due to lack of available replacement parts.  Once all those parts finally became available, repair by a third party company (of the seller's choosing) was not available until early January.  
 
Response: Customer was informed that the wooden inlays needed to be ordered from the overseas manufacturer; once parts were in, customer noticed more cracked inlays.  At that point customer was informed that initial service call would need to be cancelled until the additional inlays were received due to replacement set being shipped out to customer with in one (1) week and thereby installing all cracked inlays at once to not inconvenience customer further.  At that point customer spoke with 4Seating Customer Service manager about returning the chairs, customer was informed that all replacement parts had been shipped to customer to repair process.  Customer did not confirm desire to continue the repair process, therefore work order with technician was not updated to continue with the repair of all parts.
Customer initiated the repair directly with the technician without informing 4Seating he was moving forward with repair, therefore technical had only the initial work order for first reported inlays issue.
 
30 day exchange policy:
 
4Seating.com’s Exchange Policy is customer is responsible for shipping both way on original order and avoids the 30% restocking fee by purchasing a set of the same or higher value.
 
Additional Comments:
4Seating.com received notification of dispute filed, credit card company issued full refund ($3192.00), in addition customer has possession of the chairs. 4Seating.com has reached out to customer to come to a mutual resolution, as of the date of this response calls have not been returned and the debt remains unpaid.  
4Seating.com’s Exchange Policy is customer is responsible for shipping both way on original order and avoids the 30% restocking fee by purchasing a set of the same or higher value.
 
Regards,
 
   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No refund has been issued to me. The person handling this complaint has called me at least a dozen times, thus taking more time out of my day. First he said that he could issue me a 400$ refund, then called back to tell me he could not approve it. Now he is telling me that he will only issue a refund if I remove the complaint. First of all it has been nothing but a hassle dealing with this company just to get the correct merchandise I purchased. Trying to find a resolution to this problem has been 10 times worse. If I could not even trust the company to send me the right products, how can I take their word that any refund will be issued. It really seems to me that their main concern is saving face rather than really making up for the mistakes they made. They continue to disappoint me with their lack of ethics and dishonesty. This just further validates my complaint. 
Regards,
[redacted]

Customer was given 10% off the seat order and 20% off the wireless LED kit order, none of which customer would have received if customer had purchased the seats during our free power promotion as we do not combine promotions. So we  respectfully disagree that customer is out  $500. Additionally customer took delivery of the order before our free power promotion began, a promotion that customer’s  sales rep could not have known about as our marketing department creates promotions based on competition, inventory, and other factors that our sales reps are not privy to. If the sales rep knew of an upcoming promotion, he certainly would have informed the customer about it. Regarding the restocking fee, this is spelled out clearly in our terms of sale ([redacted]) for any merchandise that do not have any manufacturing defects. Our manager spoke to customer on the phone and offered several solutions, none of which the customer accepted. If customer would like for us to help him come to a resolution, he may contact us and speak with our manager. We'll be more than happy to discuss with him further.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This offer statement from 4Seating.com is very vague. Plus, there was no “mutual reasonable option's”. There was one option from them and that was to accept a $500 credit and close the deal.
 
I have their product that is falling apart and documented as such.
 
There is no detail to their current offer and is completely opened ended. For their “resolution is to pick up the chairs” to work I would need them to accept the chairs at my house and remove them from my house just the same way I received them from 4seating.com. Plus 100% refund of all monies paid to 4seating.com.  I paid extra not to have to deal with shipping and damage issues and here I am dealing with such. Plus the incomplete and missing items is very frustrating.
 
The issues that currently remain unresolved for over 2 months are as follows:
 
#1. The order is incomplete. We received wrong items and incomplete items.
 
#2 The order was received damaged as noted by their representatives and by us on delivery day.
 
#3 The product is not what is described on their web site.
 
Acting on the first 2 items above, 4seating.com gladly took my money but has not provided all the goods I paid for, plus has not resolved damaged product.
 
Item #3 is an interpretation and or misrepresentation issue and will be resolved with other means if need be.
 
I am growing very tired of this issue that’s has gone on now for over 2 months. 4seating.com has not even tried to resolve their incomplete order let alone their damaged order. If they would have at least addressed items #1 and #2 above in a timely matter then I would have reason to believe they are trying to resolve their issues and are sincere.
 
However, it seems they are doing anything and everything to drag this out and not live up to their obligation.
 
As of date I now have logged 6.5 billable hours on this.
Regards,
[redacted]

Please be advised that the customer's order is scheduled to ship on July 19, 2016.   The 4Seating.com team continuously strives to provide superior customer service and exceptional quality products, we sincerely apologize for any inconveniences the delay may havecaused to our...

customer. Thank you.

Reached out to customer. Mutual resolution pending on a return call/email from customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are currently working with customer to resolve the issue in a mutually satisfactory manner.  In an effort to restore the customer's faith, we've extended a refund above the requested amount.  
We continuously strive to provide superior customer service and high quality products...

to our customers, we sincerely apologize for the customer's dissatisfaction with his order.

We sincerely regret the issues Mr. [redacted] encountered with his order.  Mr. [redacted] will be issued a refund in the amount of $300.00 on June 8, 2016; refund will be applied to the same credit card used at the time of purchase.   Shop4Seats continuously strives to improve internal systems and is taking the proper measures to eliminate similar situations from reoccurring. Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The first chair I ordered was supposed to ship in 24 hours they called and said they were out of stock. I upgraded to a more expensive chair that was in stock supposedly shipped. It did not.... We called three different times and they were supposed to get back to us with the tracking umber. All of a sudden 5 days later they were out of stock, no phone call email to let us know this. Customer service was not helpful at all once they had the money out of my account. Do not buy from this company

As a resolution, the customer was issued a full refund on June 9, 2014.

This was an isolated incident. The company's E-Commerce Director reached out to the customer to personalty apologize for the unfortunate incident.  The company is taking the required steps to ensure this matter does not happen again.   Thank you

Hello Revdex.com, Here is a recap of events in the repair of the [redacted]. 3/7/2017- We emailed a repair technician to contact Mr. [redacted] for repair.  (We cannot call the customer for the repair tech as they work for a different company and not 4seating. In addition, we are not...

privy to their service schedule.)3/13/2017 – Customer contacted us to let us know they are still waiting on the Tech to contact them.3/13/2017- We emailed tech to contact the customer. Tech stated they left a message and a call has not been returned from the customer.3/23/2017- Customer gave us his cell number as an alternative number3/24/2017- SAW stated they contacted the customer but never heard back. After continued problem with the Tech at SAW- we had to find a different tech that serviced the customer’s area.3/30/2017- Technical Repair was completed and the issue with the seat was resolved. In addition we are sending out a free wine glass caddy for the inconvenience. This caddy is on back order but will ship when in stock. The customer stated we gave him the run around and we ignored his requests. There was never an instance that we ignored him or gave him the run around. I think there may have been a misunderstanding on his part. I am not sure he realized the repair tech was not a 4seating employee but an independent company that we outsource repairs. There was only 3 weeks from the time he complained of the problem to us to the time it was fixed. This should complete all of the information for this issue. We have not heard anything further form the customer. Please let me know if you have any further questions.  [redacted]Customer Service / Sales Manager