True Innovations

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.
After filing my complaint with you, I also complained to Serta who has allowed their name to be associated with this product. Within a week of filing the complaint, I received an email from True Designs saying the replacement part was shipped. I received the replacement part via FedEx 2-day shipping as requested.It is unfortunate that it took filing two complaints to have the warranty service as promised.I am happy with the product overall. I am not happy with their service.Thank you,[redacted]

Our customer service manager reached out to this customer on the morning of 10/2/15.  He explained to her what had caused this customer's shipment to be delayed, she was very understanding and reasonable. As of the afternoon of 10/2/2015 the replacement chair that the customer was offered has...

shipped out and the customer has been contacted again and given tracking information for the shipment.  Our customer service will be staying in contact with her until she has her chair and is satisfied with it.

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.
This complaint has been resolved, and I am more than satisfied with the solution.  Please close this complaint.Regards,
[redacted]

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.
 The issue with True Seating Concepts has been satisfactorily resolved as of today.  It did take a second complaint/rebuttal to accomplish this goal and I would like to know if this is normal?  Fortunately, I do not have much experience in this area.   Thank you for your part and help in this matter.Sincerely,[redacted]  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.I received the replacement covers today, thank you.  However, they are the incorrect covers.  I received 2 cushion covers for the bottom seat covers, I should have received 1 bottom cushion and 1 back cushion.  In my original email correspondence with [redacted] this is what I told her “1 seat cushion has a pull in the fabric, 1 back cushion has another pull and one of the back frame pieces also has a pull in the fabric. (when I say pull, I mean thread that has been snagged on something and has a piece(s) of thread hanging out).”So I am still waiting to receive a back cushion cover.  They also have a very strong chemical odor to them.  Since it took them over 6 months to finally send me the replacement covers, and they were wrong, I would like to amend my complaint, and request that they refund me a portion of the purchase price for the inconvenience, poor customer service, and shipment of the wrong items. I appreciate the Revdex.com’s help in this matter, and look forward to the company and the Revdex.com’s response. Thank you
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.
Correspondence from this company dated December 16, 2015 stated in part "able to have a check cut and mailed to you in about two weeks". This has not happened and promises to keep me updated have not been forthcoming. Currently, I seem to be unable to make contact with them. I have all correspondence from them on file.Prompt refund as agreed upon and promised
Regards,
[redacted]

Tracking number [redacted]   Carrier: FedExIt appears the holiday has delayed the delivery.  Item is set to arrive by Friday Dec 5th.Again, are very sorry for your inconvenience and hope you have a wonderful holiday season.

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. case was resolved the company sent me a brand new chair and explained the trouble they had, they were very nice and courteous case was under [redacted] reference number [redacted].
Regards,
[redacted]

Per this customer's request I called the phone number provided and was able to speak with him. By the time we spoke his order was already being processed so in order to speed up the replacement part process I saw that it was shipped out personally and expedited the shipping. Customer sounded happy...

with the resolution.

Good morning, I just spoke with this customer on the phone and assured them that their replacement gas lift will be shipping out todayWe are also going to be processing a refund for their part due to the long delayI regret that the order took this long to ship out but the delay was due to a
shortage in stockBest regards,[redacted]
Customer Service Manager
True
Designs
Alton
Parkway
Irvine, CA
949-[redacted]
Email: [redacted]@truedesigns.com

Hello,We have contacted the customer and settled this claim. They will be reviving a full refund and we are shipping them the parts that they require as well. Best regards,True Designs Team