HT Outlet

Complaint: ***
I am rejecting this response because the statements made by the vendor are untrue/incorrect and do not resolve the issues that they caused
The items were misrepresented on the website. They were not in stock. Beware this company likes to play word games and "hide the ball" with facts. They were promoted as "IN STOCK: QUICK SHIP". If another color is in stock that's swell. Other models are in stock too. If a black chair is promoted as in stock and it's not (as in this case) then it's misleading and they know it because they tried to justify it with the 'presale' excuseThey were NOT in stock and they did not ship quick and in fact were weeks past the expectation set by the vendor"We do a presale" might be what they DO, but it's not what they were advertising onlineand misleading advertising.
First, January *** is NOT THE FIRST WEEK OF JANUARY. It took several days for them to be unpacked (so I am told), then sat for more. When finally shipped it took much longer than I was told it would and then sat at the delivery center for another ~days. What was promised was not what was delivered. It was definitely not ahead of schedule. By the time it got to the delivery center it should already have been delivered to my home by about a weekNot timely and not as promised and no response to my email requesting the '*** *** service' be credited
The accessory pin issue is another word game. THEY ARE TOO LONG = defective = poor quality. The vendor makes it sound like they "solved the problem" by sending the accessory pods. First, it was MY IDEA to try to find a solution. They refused to send (the number of chairs) sending only (the number of accessories). Had they sent this complaint would not have been filed assuming a resolution to the trays could be found. Remember this was me trying to solve a problem that they are responsible for fixing. It's not an "alternative" as it renders the drink holders unusable. These accessory pods are supposed to be included with EVERY accessory purchase anyway, but they short changed me until I specifically demanded them
I have made other arrangements for tray tables due to the vendors delays in respondingShipping the tray tables that were originally ordered is no longer acceptable
I am making the same resolution requests as previously minus the actual price paid for the tablet holder which has been resolved. I am requesting full credit for the actual price paid for *** *** delivery /$250, the three defective accessories/75.19+84.51, tray tables ($each with 10% discount)/ $Total $
Alternatively, if the vendor would rather ship a wine glass holder and two LED lights to address the items with pins that were too long (with pods) the above can be reduced by $to $
Regards,
*** ***

The information for Shipping, Returns and Cancellations are on the customer's invoice and emailed the minute the order is processed. Due to the transaction fees imposed by credit card providers and the processing required to cancel orders from our internal systems, orders that are
cancelled with hours of placing the order will be charged a 7% Processing FeeOrders that are cancelled after they are shipped are subject to a 30% restocking fee plus shipping cost back to our manufacturing warehouse because of the high cost for shipping through freight. Policies for Returns and Cancellations are in place to protect us from large shipping cost and extra processing expenses, just like Shipping Policies are there to protect our customers
We are a sales office in TX, therefore charge sales tax for any sales in TXThis model ships from our warehouse in CA
Fees may have been reduced/waived if customer would have contacted us to cancel after reading the invoice. Even if customer would have called us a couple of days after receiving his invoice we may have been able to work with these costs. This model took week to ship from our warehouse because it is put together as much as possible so the customer only has to mount to the floor when receivedIf we would have been notified prior to shipping, this would have saved on the incurred cost for shipping and processing/packaging fees. We would have worked with the customer on Cancellation Fees but this complaint was the first notification that our customer was even considering canceling this order. Since the order was shipped, a full refund is not approvedIf customer wants to return at this point, shipping cost back to and from our warehouse in CA will apply
We can provide as much information about the products as neededWe can also send out any samples of materials, to help customer's with their decisionsIn the case that the customer may consider the return of any item, we can respectfully provide an accurate quote for returns

Customer did provide all information needed for their warranty claimWhen the Warranty Company turned in a request for replacement (5-6-15), it was turned in for one seatWe were out of stock of the model so it did not ship until 5-20-Once the replacement seat arrived to the customers
delivering terminal, customer refusedWhen I contacted customer, they had refused because it was only one seatAt that time I went back to the Warranty Company to get the issue resolvedThe Warranty Company mentioned it was a mistake and it was supposed to be for two seatsThe Warranty Company approved another request for the other seatSince one seat was already at delivering terminal, we were trying to get the customer to accept that one seat so we would not have to pay shipping cost twiceCustomer would not accept because they did not want to be left without the other seat.After many attempts to gain the customers trust that we would make sure and send out the other replacement seat once they accepted the 1st shipment, we were unsuccessful. Although, we are stuck with the cost of shipping the 1st seat back to our warehouse, we wanted to make sure our customer was happyCustomer has appointment for delivery tomorrow 8-12-for both seats

Customer ordered a model that is currently going thru some changes. Different material and may be different in size when we receive.We 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 purchasing.We are happy that the customer is still interested in this model and appreciate the patience. Once we discuss details we will complete order.Thanks, [redacted]

Originally customer had ordered a model that we do not get during the holidays, so the delivery date was going to be in January. The 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 manufacture. We have been restocking...

this original model since 2008 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.

Complaint: [redacted]
I am rejecting this response because:
Every word is a complete LIE. The initial issue was never fixed because the guy who they sent out had to get the replacement part and come back and fix the couch. This never happened and after waiting around for another month was told the part was never ordered. This company is a nightmare to deal with. The couch cost 1523 and it has been broken since the second week I received it. The person in charge of customer service, [redacted] IS A LIAR! I want my money back for a couch that never worked in the first place. The money returned to me was because I CANCELLED THEIR WARRANTY AFTER THEY REFUSED TO FIX MY COUCH. They 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 FURNITURE. Nothing more nothing less. 
Regards,
[redacted]

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

We appreciate that you have waited for this unit. The time for this model took longer than expected because of the complete material change. New material had to be approved before starting production.We 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 stock.We have definite confirmation that this unit in brown will be ready to ship on Friday.

We appreciate that you have waited for this unit. The time for this model took longer than expected because of the complete material change. New material had to be approved before starting production.
We 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 stock.
We have definite confirmation that this unit in brown will be ready to ship on Friday.

From the initial call from this customer, we approved an additional discount of 4% more than the original discount online at time of purchase. We do not normally apply the discount on any accessories but we did on all 5 accessories for this customer. Since our last response, the burlwood tray tables have been sent and delivered to customer. We 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 area. HT Outlet went above and beyond applying discounts for this customers original order and have exhausted any credits or discounts due for this customer.

Customer is correct. Our records were confused as to what the customer was shipped. Shipper was not able to get us details until order reached their final terminal. That is when we found out that only 1/2 the order was shipped and were made aware that the standard row inventory was...

not accurate. We were not ignoring this shipment, it just took us time to confirmed what the delivering terminal received. We agree our communication had been minimal but we will keep the customer updated every week on missing items from this day forward. Customer has been updated on arrival of back order and credit details.

Customer is correct. I see the Free Accessory that was offered to customer was the Tablet Holder.
The Tablet Holder needs a pod that goes into the Cup Holder of the style that she ordered.
Pod will be shipped out tomorrow and we will provide tracking...

number.Thanks,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 
First and foremost, I deeply resent being called a liar!  As can plainly be seen by the copies of ALL correspondence between HTO and myself - nowhere is there any response to my complaint other than a notice that it was being transferred to another person who was/is in charge of online problems.
Secondly, neither [redacted] nor I noticed any undue noise or friction when using the improperly constructed unit.  Not being a furniture construction engineer, I do not have any data as to how much strain or energy it takes for a fairly sharp metal mechanism driven by a fairly powerful electric motor to tear into a piece of leather.  
In closing I must say that I am totally disgusted and disappointed with HTO's callous way of mishandling of this grievance, and plan on following this up on [redacted].
Regards,
[redacted]

Customer ordered a special order because they wanted power reclines. Special orders take 6-8 weeks to manufacture that is why they received 11-4-13. Customer was aware, since they ordered power recliners, that the seats would come with wires and would need to be plugged in to work. Power...

seats have a motor that will slice wires, if the wires are in the way. It is the new owners responsibility to keep wires away from the moving motors.  
When customer brought to our attention she mentioned it was the wire to the wall. If it would have been the wire to the wall, we do have replacement parts and we were willing to send to customer free of charge even though it is their responsibility to keep this away from the motor. When repair tech gave information, the wire needed was to the motor. This wire is connected directly to the motor. These motor parts are only available directly from the manufacturer.
New motors will have to be purchased by the customer, since they should have been moved away from the motor before using. When ordered by customer, the motors will take 6-8 weeks for us to receive from the manufacturer.

We were contacted by customer for his initial complaint on 10-15-14. Customer mentioned Right Side Recliner was making a noise and would get stuck. He 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 resolved. After 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 himself. Furthermore, 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 customer. In good faith we offered him money back for the Warranty that was voided.

Complaint: [redacted]
I am rejecting this response because: Evidently you are not up to date on this matter. Because I was issued a Full refund. But I wanted to reiterate again. Placing policys under national shipping is not a place I looked for return policy. I would suggest that the link be renamed Shipping and Policys or simply just Policys. Also would recommend adding the return policy on the check out page as well. If 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]

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

There was a mix-up online between the current model and clearance model that has caused this issue. The current model that is in stock, does come with lighted cup holders. The clearance model (limited item) does not come with lighted cup holders. It was our mistake on copying the description of the...

current model to our clearance model when posted on the website. Explanation was given to customer. We have offered the customer two options to correct this issue. One of which will allow the customer to have lighted cup holders on this unit. We will wait for customer's decision.

We take our jobs seriously when it comes to Customer Service. All Policies (returns and cancellations) are explained on our website under Nationwide Shipping. The first thing all customers receive when placing an order online is not their invoice; it is an automatic generated email to let you know the order was placed. Your actual invoice is emailed the next business day when your credit card is charged. 
This customer's invoice was emailed (3-17-14), the invoice stated that your order would ship out 3-24-14 (which customer responded to immediately after receiving invoice). All messages (email/phone) are returned by the next business day. I receive all emails for HT Outlet/theaterseat.com and have kept all emails since 2008. We would love to answer all your concerns/questions before your order ships because of the high cost of shipping. Policies are addressed to protect ourselves from returns/cancellations because of costs.

We are the manufacturer of this model and we do pre-sale when not in stock. If one color is in stock, we keep listed on our website. Customers that order when not in stock are given a estimated time of arrival. We 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 January. Once seats arrived, January [redacted], order was shipped. Delivery from ** to ** is 6-8 business days. Seats arrived at [redacted] company 1-**-14 ahead of schedule. Customer was contacted by the [redacted] Company that day to set up an appointment. Appointment was set and met on 1-**-14. This process was completed in at timely manner.
Although, accessory pins did not fit into the cylinder snug, they still work properly. The alternative for the accessories to fit snug, was to send out an accessory pod for each accessory. Five accessory pods (one per accessory) and replacement Tablet Holder were shipped to customer. Received 2-*-14. 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.