HT Outlet

Complaint: [redacted] I am rejecting this response because: Evidently you are not up to date on this matterBecause I was issued a Full refundBut I wanted to reiterate againPlacing policys under national shipping is not a place I looked for return policyI would suggest that the link be renamed Shipping and Policys or simply just PolicysAlso would recommend adding the return policy on the check out page as wellIf you need help in doing this I would be more then happy to help as I am a web programer Anyways Please respond with Customer was issued a full refund and I can accept that so we can close this out Regards, [redacted]

We were contacted by customer for his initial complaint on 10-15-Customer mentioned Right Side Recliner was making a noise and would get stuckHe also mentioned that seat would not close properly and he would have to force shut A technician was dispatched to immediately resolve customer’s issue At that time, Technician advised customer that there might be a recurrence of the initial issue, if so, a replacement part would be necessary, although his initial complaint was resolvedAfter the initial repair, customer began to experience another issue (not related to the initial complaint, nor the same chair)When customer called us he mentioned that he tampered with his seat to fix the issue, which at that point he was advised that his warranty was voided as a result of him trying to correct the issue himselfFurthermore, customer did send us photos of the damage, it was even more of a concern due to the fact that there is a lot of debris under the seats, which at some point could also cause a concern for any malfunction or damage to any powered operated chair(see attached photo)At that point, we provided customer with contact information for repair and informed that this issue would be an out of pocket expense for the customerIn good faith we offered him money back for the Warranty that was voided

From the initial call from this customer, we approved an additional discount of 4% more than the original discount online at time of purchaseWe do not normally apply the discount on any accessories but we did on all accessories for this customerSince our last response, the burlwood tray tables have been sent and delivered to customerWe can not give a discount on the [redacted] delivery because they are subcontractors and we can not show any discounts [redacted] Deliveries do take longer because we ship direct to the [redacted] Agent and they have a scheduling system to accommodate other customers in their areaHT Outlet went above and beyond applying discounts for this customers original order and have exhausted any credits or discounts due for this customer

We appreciate that you have waited for this unitThe time for this model took longer than expected because of the complete material changeNew material had to be approved before starting productionWe did not charge your order at time of purchase back in February but did keep you on our list to call once the unit was to be in stockWe have definite confirmation that this unit in brown will be ready to ship on Friday

Originally customer had ordered a model that we do not get during the holidays, so the delivery date was going to be in JanuaryThe time frame given to customer at time of purchase was an estimated date of arrival to our warehouse and we had a delay from our manufactureWe have been restocking this original model since and a delay like this years was unexpected, even by usSince then, we did communication with customer and successfully delivered a different upgraded product to our customer

Complaint: [redacted] I am rejecting this response because: We were not made aware that the manufacturer was redesigning the ordered sofa until we registered our complaint and have just now received timely correspondenceWe have waited seven months in good faith with this business and would have been able to make informed decisions if we had received communications from the sellerWe appreciate that the seller is offering us a discount and accessory for our wait although we see that the item has increased in price since the original orderWe have several questions for the seller regarding the redesign of the item but have not received the answers.Until those questions are answered and we are certain we have either received the same quality/style time we originally ordered or are not satisfied with the replacement being offered, this complaint will remain open Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:This is the receipt I was given at check out the night I placed the order( [redacted] attached)Again as stated previously no where on the web site does it have a return policy nor did it display a return policy at check outI have downloaded your entire web site prior to this dispute to prove there is no return policy for theaterseat.com where I purchased this order fromThe second receipt( [redacted] ) was sent out or days later when it would be outside the first hours after the orderWhere for the first time it states their return policy I would be more then happy to drive these seats up to your Texas office for a full refundBecause as I have stated had your return policy been public information and posted on the web site where it can be easily found I would never have placed the order in the first placeIt is deceitful to not having a return policy published on your web site or at least before pushing place orderI guess in hind site that should have been an even bigger red flag I did not say anything about how long it took to get the orderSo that has nothing to do with itOther then you stating that I had a week to contact you in advanceActually I did try to call and low and behold it goes to voice mail not one time did a human ever answer the phoneI also sent an email before I went to order the seats as well and no response was returned from that eitherI guess looking back I should have seen all these things as a red flag about your companyI can assure you I will make sure everyone I know and all the audio video forums that I am on will also be aware of my order so that others will not make the same mistake I did by purchasing these seats Any reason why my review is not posted about these seats on your web site??? I am guessing my negative review will never be posted because you can not have people knowing the cheap quality of the seats so that they would be better informed for making their purchase As I stated I would be more then glad to drive them up to your texas office for a full refundAs for your shipping fees to me well had you been honest and upfront about your return policy I would never had ordered then to begin with and there would not have been this mess in the first place Regards, [redacted]

We are the manufacturer of this model and we do pre-sale when not in stockIf one color is in stock, we keep listed on our websiteCustomers that order when not in stock are given a estimated time of arrivalWe currently have both colors of this model in stock and are listed on our website Customer was told seats would arrive at our warehouse on the first week of JanuaryOnce seats arrived, January ***, order was shippedDelivery from [redacted] to [redacted] is 6-business daysSeats arrived at [redacted] company 1-**-ahead of scheduleCustomer was contacted by the [redacted] Company that day to set up an appointmentAppointment was set and met on 1-**-This process was completed in at timely manner Although, accessory pins did not fit into the cylinder snug, they still work properlyThe alternative for the accessories to fit snug, was to send out an accessory pod for each accessoryFive accessory pods (one per accessory) and replacement Tablet Holder were shipped to customerReceived 2-*-If additional accessory are ordered, customer will receive one accessory pod for the use of each accessory Burlwood Tray Tables will be sent out once in stock

There was a monline between the current model and clearance model that has caused this issueThe current model that is in stock, does come with lighted cup holdersThe clearance model (limited item) does not come with lighted cup holdersIt was our mistake on copying the description of the current model to our clearance model when posted on the websiteExplanation was given to customerWe have offered the customer two options to correct this issueOne of which will allow the customer to have lighted cup holders on this unitWe will wait for customer's decision

Customer is correctWe had to wait for the seat manufacturer to give us an approval on the model they previously purchasedBeing that we had not had this issue before this did take some time to researchAs promised, it was approved and customer selected a different seatCustomer should receive
new seats by the 10th of JanuaryCustomer has received tracking information to confirm

This company will tell you anything to get a saleDo not trust what they sayPromised delivery in seven days, delivered to a closed where house, then reroute do, no avidly to track order through supposed white glove delivery service
Two weeks since order and follow up calls to this company are met with scripted answers and told there is no guaranteed delivery it's only an estimate
Poor customer service
Do not buy anything from this company, it is really under another name ( Eurotec) theaterseat store is a third party disrubutor

Complaint: ***
I am rejecting this response because:
The discounts applied were advertised on the internet available to any customer worldwide. It's silly for the vendor to imply that I received any special pricing. A nice attempt to yet again attempt to spin the facts. The company never sells at retail as easily proven by visiting any one of their websites. The discounts vary, but at that time were available to anyone who asked. No discounts were provided to me that were unique in anyway
In my last response I indicated that I no longer wanted or needed the tray tables and a refund was being requested. It can only be assumed that once the vendor saw this they knew it would be cheaper to ship them than refund them. Upon receipt of a generic shipping notification I made three inquiries of what the package was because I suspected that it was the tray tables and first, wanted to save them shipping both ways if possible, two wanted them to know I would reject the shipment. AGAIN, no communication whatsoever from the vendor until conveniently AFTER they were delivered. Unlike the prior shipment no signature was required and they were delivered without my knowledge
Regarding the *** *** delivery the vendor is again attempting to make the situation sound more complicated that it is. The delivery time that THE VENDOR estimated was missed. Not by a day - or two - or three - or by one week or two weeks - but by essentially a MONTH. It makes no difference that the delivery service is provided by a third party. The truth is that they can't get a refund from the *** *** delivery service because they did what they were paid to do once they received the freight. The problem lies with this vendor who advertised that the items were in stock when they were not and then significantly missed the delivery date that they set
I am expecting a credit for the tray tables that were very clearly communicated in the previous message as not being wanted or needed and a credit for the very delayed shipping
Regards,
*** ***

Complaint: ***
I am rejecting this response because:this does not address the fact that we have been waiting in good faith for months for this sofaWe were last told the sofa would be delivered August When the sofa was not delivered, we waited two weeks before contacting the business once againAt that time we were told we would receive a call on September with the updated delivery dateThat date has now passed with still no callBusinesses should be held accountable for the word they give their customersWe have found this to not be evident
Regards,
*** ***

Originally customer had ordered a model that we do not get during the holidays, so the delivery date was going to be in JanuaryThe time frame given to customer at time of purchase was an estimated date of arrival to our warehouse and we had a delay from our
manufactureWe have been restocking this original model since and a delay like this years was unexpected, even by us.
Since then, we did communication with customer and successfully delivered a different upgraded product to our customer

Revdex.com:
They blew me away General Manager called me to make things right Upgraded my order and guaranteed delivery and delivered on time They went above and beyond to make things right Solid company and solid people.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Customer ordered a model that is currently going thru some changesDifferent material and may be different in size when we receiveWe have NOT charged the customer for this item and we have mentioned to customer that we will not process until we have in stock so that we may give details
of the new product.We should receive this item at our warehouse by next week and will update the customer to see if they are still interested in purchasingWe are happy that the customer is still interested in this model and appreciate the patienceOnce we discuss details we will complete orderThanks, ***

Complaint: ***
I am rejecting this response because:Every word is a complete LIEThe initial issue was never fixed because the guy who they sent out had to get the replacement part and come back and fix the couchThis never happened and after waiting around for another month was told the part was never orderedThis company is a nightmare to deal withThe couch cost and it has been broken since the second week I received itThe person in charge of customer service, *** IS A LIAR! I want my money back for a couch that never worked in the first placeThe money returned to me was because I CANCELLED THEIR WARRANTY AFTER THEY REFUSED TO FIX MY COUCHThey made no good faith efforts to fix the couch unless you call dragging out a customer issue for nearly a year! The only resolution at this point is to refund ALL OF MY MONEY USED TO PURCHASE THIS DEFECTIVE PIECE OF FURNITURENothing more nothing less.
Regards,
*** ***

Customer is correct we do show "In Stock" on our website for this Rialto ModelWe have sold this model since and we stock Black, Brown, Manual, Power, Front Row Height, Standard Row Height and Back Row Height Seats for this styleSince our website does not determine what color is in stock, we
call online order customers before charging their credit cards to discuss the leadtime and make sure customer is willing to waitCustomer was interested in purchasing the Standard Row and Back Row Height seats and at the time of purchase we were out of stock of the color she wantedI called customer and she was willing to wait for the seats so I processed the payment to keep her in date orderCustomer called upset that we should not have charged her card and requested a creditAfter explaining again that without a paid order we cannot insure customer will get her complete order when they arrive, she still canceledCredit was processed while I was on the phone with her, as she requestedI mentioned that we order (and have been since 2008) over seats of this model at a time and they sell out before getting to our warehouse, therefore, if she waits to purchases when they arrive, they could be out of stock againI went above and beyond to keep an eye on the inventory and promised to call customer before they sell out, so she could complete order and receive from the upcoming inventory. I called customer 12-22-17, when we were almost sold out of the upcoming inventoryI did mention the container would arrive the following week and her order would ship out completeShe agreed to complete order and I processed her order againDue to the holiday season the container was delayedInstead of 12-26-17, they arrived 1-3-This was a US Customs delay and is out of our controlCustomer called highly upset and canceled again 1-2-Credit was processed as promised 1-2-I am in the office Monday - Friday 8am-5pm CST and I answer incoming calls all day longMy apologies if I was unable to speak to this customer after the busy holiday

Complaint: ***
I am rejecting this response because:I am not closing out this complaint until I have received both items, my chairs AND my credit EVEN today, the information is never quite the same
Regards,
*** ***

Customer is correctI see the Free Accessory that was offered to customer was the Tablet HolderThe Tablet Holder needs a pod that goes into the Cup Holder of the style that she orderedPod will be shipped out tomorrow and we will provide tracking number.Thanks,***