HT Outlet

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 out. I 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 from. The second receipt([redacted]) was sent out 2 or 3 days later when it would be outside the first 48 hours after the order. Where 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 refund. Because 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 place. It is deceitful to not having a return policy published on your web site or at least before pushing place order. I 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 order. So that has nothing to do with it. Other then you stating that I had a week to contact you in advance. Actually I did try to call and low and behold it goes to voice mail not one time did a human ever answer the phone. I also sent an email before I went to order the seats as well and no response was returned from that either. I guess looking back I should have seen all these things as a red flag about your company. I 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 refund. As 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]

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 correspondence. We 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 seller. We 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 order. We 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]

Customer did report bad hinges. When he mentioned it to us, we informed him that research on a new style hinge would have to take place since we had not had this issue before. Our purchasing team had received several styles to consider. Since this new style hinge would have to fit all units,...

this took some time to test. They did not want to have too many different styles available. The hinges had to be tested for longevity and durability. Since this complaint, hinges were decided upon and new style hinges were shipped to customer. Customer now (received today) has three new style hinges and our Customer Service department will assist on completing his repair.

Customer purchased October 2013. From day one, the customer would have noticed if the connection between the seats was rubbing hard enough to cause damage to the unit next to it. This is a center seat and if the unit was getting caught it would have been noticed the first day customer reclined the...

seat. Picture is attached to show the extent of the damage. The tear issue was not brought to our attention until the repair tech went out to correct the button issue in May 2014. These two issues are not related. The customer was not being ignored. It was mentioned to customer that this tear was not a manufactures defect. Replacement / repair for the tear issue was not approved due to failure to report within 3 business days after receiving order.