True Seating Concepts

I am attempting to resolve an issue with a desk chair that is defective. The seat and both arms are peeling. The chair has had very little wear as it is a home office used 6 weeks a year. I feel a replacement should be offered. I will update this review as my complaint progresses.

Review: Company promised delivery in 14 days. its been a month without any notification of any shipping. email correspondence claims that the shipper simply hasn't picked up the order, estimated ship dates are no longer provided simply stating we are sorry for the inconvenience, offering no solution.Desired Settlement: I either want the parts I PAID for, or store credit to completely replace the chair the parts ordered are for.

Business

Response:

Review: On 4/26/2015, I purchased a True Innovations Super Task Air Chair at Costco in Union, NJ. Upon bringing the chair home and assembling, we quickly realized that the chair was extremely unstable and the entire chair tilted to the left side. It was clear that there were defects in the manufacturing as we sat in a sample chair at Costco and it felt nothing like this chair. The chair we received is unstable, crooked and rocking left to right. On the box it says NOT to return the chair to the store but to call True Innovations with any problems. On 4/30/2015 I called True Innovations and spoke to [redacted]. I explained the issues I was having with the chair and she told me to email her with a copy of the receipt as well as what the issue is and she would have replacement parts sent out (don't think that would solve the major issues but was willing to try). I sent [redacted] an email immediately following the phone call on 4/30/2015. To date I have received NO reply or replacement parts. At this point I am infuriated at the lack of customer service as this company specifically tells you NOT to return to the store. I must now demand either an immediate replacement chair AT NO COST TO ME or a full refund of the full purchase price; $149.99 + $10.50 (7% NJ sales tax) = $160.49. I refuse to keep a faulty product and must demand a refund immediately.Desired Settlement: I demand an immediate replacement chair - AT NO COST TO ME or a full refund of the purchase price; $149.99 + $10.50 (7% NJ sales tax) = $160.49

Business

Response:

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

Review: I purchased and paid for a chair which cost over $250. I received the chair, put it together, and the chair leans horribly to the left. I immediately called customer support, which new what the problem was, because it happens all the time. Person said, well, I can't help you, you have to send an email? Ok, whatever. I send an email, and get a reply within 24 hours. Response? Sorry, our systems are down, and we'll address this in a week? Then I finally get a response a week later, and said, can you send me the reciept and information? OK, yes, I will send it all again like I did the first time. Then I get this response:

"Thank you for contacting True Innovations and I am sorry you are experiencing an issue with your office chair. I have placed you an order to have a new Seat Plate remade at the factory for you with confirmation number #[redacted] These parts will take approximately 6-8 weeks to be remade, but will be shipped directly to you as soon as they come into stock. I apologize for any inconvenience."

8 weeks is absolutely absurd. I bought the chair, because I needed a chair. What am I supposed to do with a broken chair for 8 weeks? Go buy another one? You can't sit in the chair because the lean is doing damage to my back.Desired Settlement: Send me a new chair, or the part to fix my broken chair.

Business

Response:

This matter was resolved on Wednesday Nov 25th by sending the customer the correct part for his chair. We had just completed a full warehouse inventory and not all parts had been updated yet. The customer service agent made a mistake but it has been resolved and corrected. We sincerely apologize to this customer for the inconvenience and matters have been taken internally to improve responses of this type. His part was shipped out and shows as received by the customer.

Review: Chair is under warranty; seat and back are already coming apart. This is a leather office chair used in my home by me and should have outlasted me. My contacts, explanations and complaints have been well received when I contacted them at least twice, but no actions have been forth coming. Today I have been trying to contact them one last time before filing this complaint. Now I am on hold and have been for quite a long time, so I assume my calls are not going to be accepted.Desired Settlement: I want a leather chair like the one I have now and that will not tear up as this one has. This chair would not have lasted 6 weeks in an office where it would have been used daily, five days a week.

Business

Response:

Good afternoon, I was able to call this customer and speak about the issues she was having with her chair. Since the chair is still under the tail end of its warranty but the parts are no longer available, we will be sending a replacement chair option to her. We are currently waiting for an email response with the offered chair and should be shipping the product to her 12-7-15.

Consumer

Response:

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] Re:complaint ID [redacted]I talked with Mr. [redacted] Thursday, Dec. 03, 2015 about 5:20 pm (Eastern time) and he is supposed to send me pictures, specs, and other information about some chairs similar to the one I have. However, I have not received that yet. Resolution will occur when I have a satisfactory product replacement.

Consumer

Response:

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,

Consumer

Response:

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,

Review: We purchased two nice office chairs thru Office Max in 2013 and a part has gone bad on one of them. The chair identification shows TRUE INNOVATIONS as the Manufacturer with 1-800-379-9773 for assistance. We called Nov. 18, 2015 to inquire about a part (cylinder) because the chair no longer goes up/down. The C/S representative stated part in stock and would ship and the ETA was 5-7 business days. Confirmation# [redacted]. We were immediately charged for the part + shipping $25.17 on our credit card. Two weeks later on Nov. 30th, when the part had not arrived I called, this time, only able to get thru on phone# 949-428-4141 and was told that they were having "warehouse issues" - the operator did not go into detail, but assured me the part(s) were there & available and would be shipped, but no ETA. I called a few days later 12/09/15 same excuse. I also sent an online message thru their website and received no reply. My last call was yesterday 12/21/15 and this time another operator said the "part(s) were back-ordered" again no ETA. I requested to sp/w a manager who just happened to be away from his desk. As of this morning, I have no part(s) & I still have not received a return phone call. When I asked about a refund, they said it would take 3-4 weeks to process. Funny, they processed the charge immediately. I have not yet cancelled the order but am at the point where I am ready to dispute this transaction on my credit card, if the company can not fulfil my order immediately. Can the Revdex.com offer any assistance ? I think this is a rude response to any client, particularly since my purchase consisted of two identical chairs of over $200.00 each. I would very much appreciate the part(s) otherwise I want a full credit to my credit card and not some check that takes up to 4-wks to process. Thank you !

Business

Response:

Good morning, I just spoke with this customer on the phone and assured them that their replacement gas lift will be shipping out today. We are also going to be processing a refund for their part due to the long delay. I regret that the order took this long to ship out but the delay was due to a shortage in stock. Best regards,[redacted]

Review: On June 18 of 2015 I purchased a Serta [redacted] Back In Motion Health and Wellness Mid-Back Chair through [redacted]. In October, the gas cylinder began to leak causing the seat to lower when sitting in it. On October 28th, I contacted True Innovations concerning the warranty of the chair. On November 5 I was told the gas cylinder was covered but that I needed to provide a copy of the receipt. I sent a copy of the receipt on November 18. On November 24 I was sent an email stating the gas cylinder was set to ship and given confirmation number [redacted]. On December 12 I contacted True Innovations again because I had not received the gas cylinder. On December 17, they responded and said the cylinder was back ordered but would ship the first part of January. On January 13 I contacted True Innovations yet again and stated that I had not received anything and that I would like the matter expedited and the replacement part shipped immediately. I explained that if this matter was not handled properly, I would file a complaint with the Revdex.com. I have yet to hear anything back from True Innovations.Desired Settlement: As stated to True Innovations in the my last communication, I want this matter expedited. I would like the replacement cylinder shipped immediately and shipped for overnight delivery. Having to wait over 2 months for a part that I could literally buy from [redacted].com or [redacted] and have at my door in 2 days is poor service. Additionally, lack of communication on their part is unacceptable.

Business

Response:

Hello, I wanted to apologize for the delay in shipping this replacement part. The required part was out of stock and its intended delivery time was delayed due to the supplier. The part came back into stock on 1/19/16 and on 1/20 we shipped out the customer's order. It was delivered on Monday 1/20/16, FedEx tracking number is

Review: Bought a Serta Big & Tall bonded leather seat and when package was received it was missing the hardware kit and gas lift. I received on October 7 and sent customer service e-mail that night with promise of response within 24 hours of the next business day. Didn't receive a response until October 14 and that just asked for more information. I provided that on October 15 and as of October 22 have not heard back. I do not have all parts to assemble the chair so it is worthless as of right now. I attempted to use customer service link of their website but the model number of the chair, [redacted], does not exist on the website.Desired Settlement: I would accept either the missing parts, a replacement chair or a refund.

Business

Response:

Hello, I just spoke with the customer on the phone and explained the delay in his shipment, I also explained that I just expedited his order to 2-day shipping and that it will be going out today (10/23) so that there will be no further delays. We regret the breakdown in communication in this situation and hope that this customer will enjoy his new chair. Best regards,[redacted]Customer Service Manager

Review: I purchased a La-Z-boy Jarvis executive office chair from Sam's Club in Hawaii. While the chair is extremely comfortable, I found its cosmetic condition unacceptable. The quality control of these chairs is lacking. I honestly couldn't tell that this was a brand new chair. Straight out of the box, I noticed numerous scrapes, dings, rough areas, and chips to its silver finish, especially on the arms and the lever plates. I don't expect it to be perfect but I do need it appear new or close to it. I would have exchanged the chair for another one, except these chairs have sold out at Sam's Club, both online and locally. I contacted La-Z-Boy about replacing the arms and lever plates on my chair. I submitted a detailed letter, explaining my situation. La-Z-boy, however replied that True Innovations was contracted to manufacture the Jarvis chair and that I would need to contact True Innovations aka True Seating. On August, 12, 2015, I reached out to True Innovations and informed them of the situation. The customer care specialist, [redacted], who has been helping me, was prompt to respond and place an order for my replacement parts. So far, I have received my seat plate with levers but have yet to get my armrests. Initially, I was told that my replacements were on back order and would take 4-8 weeks to fill but there was a delay. It has been over five months since my replacement parts order was placed and quickly approaching half a year. My last contact with True Innovations was an email received on November 11, 2015, claiming that they were scheduled to receive them in December. She apologized for the delay and said that my shipment would be mailed off as soon as they receive the parts. I'm guessing they have yet to receive that shipment. How long should I have to wait? I find it unreasonable and unprofessional, expecting a customer to wait half a year or longer to replace a part. It bothers me that they are in no rush to deliver my replacements.Desired Settlement: If they can deliver within the month, then I want my armrest replacements as promised. Otherwise, refund me the difference of the chair's value. No way, could this chair be considered brand new in its condition. I paid just over $209 which includes tax. The retail price was $199.99. This chair, used on Craigslist, would probably sell for around half the retail price. My proposal is refund me $100, which is half the retail price and I will learn to live with my flawed armrests. If you guys don't have my armrests by now and are not making concerted effort to produce them through your factories/supplier, then don't waste my time. It's ridiculous and unfair that I should have to wait another five months or even another week for my replacements. I waited long enough. Due to the time difference, I prefer to be contacted by email. Please refrain from calling. Too many people calling us unusually early in the morning and disturbing our sleep.

Consumer

Response:

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,

Review: This problems is a warranty problem. Contacted company on or abut June 9, 2015 concerning defective seat cushion on chair purchased at Walmart. Given instructions to fax copy of receipt and letter stating problem,complied with instructions. Received all parts to to reassemble chair except seat cushion informed it was back order.

After several phone calls and waiting several months I was informed Chair was discontinued. Received Email for replacement chair to arrive in 7-10 days on 9-15-2015 called today for Fed-Ex tracking number and found out chair has not even been sent. I just want a corresponding Big And Tall chair!Desired Settlement: I just want a corresponding Big and Tall Chair in a Timely Manner!

Business

Response:

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.

Review: I a chair ordered thru [redacted] today. The base of the chair is broken and I can't get anyone on the phone. I have been on hold for 70 minutes and am still holding. EMail has not yet been returned nor has the online service request. I want a new chair base or else my money back! I would like a phone number to talk to a person who will answer the phone in less than an hour.Desired Settlement: I want these people to at least call me. There is no option to leave a message so you just hold for hours. I am not hanging up because I don't believe there is a service staff answering these calls at all.

Business

Response:

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.

Review: I purchased a "big & tall" office chair via Sears (but manufactured by this company) which states a weight limit of 350lbs. I weigh 289 lbs. The chair broke I fell out of it within 90 days of the purchase. I fell and injured myself (though minor). I immediate contacted the manufacturer to request assistance with both determining why this would happen when I was at least 60lbs below the maximum wright rating, and how it could be resolved.

The base of the seat (the part with the wheels) cracked in half, literally while I was seated and not even moving.

They have repeatedly sent me the wrong replacement parts even though I provided them all the correct model and part numbers. I have repeatedly asked to speak to management to discuss other options such as a new model which isn't dangerous to use, or a refund. I have also asked to speak to their legal department since none of my previous attempts to resolve the issue were met with anything but "we will send you another part). It is always wrong part and takes weeks each time.Desired Settlement: I think this company should stand by it's product and either refund my money or provide me with a product of equal or greater value that I may use safely and securely.

Business

Response:

After contacting the customer we were able to figure out why he had been receiving the wrong replacement parts from our warehouse. Since we did not have the exact part available and customer was still under warranty we offered replacement options and sent him a new chair. It should be delivered today 6/24/15.

Review: I ordered a gas cylinder for an office chair on 8/11/14, company provided confirmation # 122798. During the telephone order, the company never told me the part was out of stock. The company never notified me that the part was out of stock. But--the company billed our credit card the day of the order, 8/11/14, even though this part was on backorder. I waited 9 days and finally called the company today, and they admitted the part was out of stock when I ordered it, that it finally shipped and would arrive on 8/26/14, more than two weeks after the original order--shipping was to take 5-10 business days. The customer service agent said the part had now shipped, so I couldn't cancel the order. I asked her to just overnight at their expense another new part, plus a label to return the one coming on 8/26/14. She refused. I asked if they routinely bill credit cards for parts which are on backorder--she made excuses about their stock information being incorrect. I asked to speak to her boss, and was given the company main number and the name Liz. I called and spoke to Liz--more lip service and avoiding the issue. I finally gave up and told her I would file a complaint with the Revdex.com. I CANNOT BELIEVE THIS COMPANY BILLED MY CREDIT CARD FOR A PART WHICH WAS ON BACKORDER, AND WHICH IS TAKING MORE THAN 2 WEEKS FOR ME TO RECEIVE. Had the company been honest about the situation, we would have cancelled the order, disposed of the chair and bought something else.Desired Settlement: It is ridiculous that this company billed our credit card for a part that was on backorder and is taking over two weeks to get here. They need to put policies in place to make sure this cannot happen.

Business

Response:

Dear [redacted],

I received your letter today regarding customer complaint #[redacted]

On 8/11/2014 Mr. [redacted] called our customer service line looking to purchase a gas lift for his chair that was discontinued in 2008. He placed an order for the part on 8/11/2014 @ 2:23pm and the item he ordered was in stock. That order was sent to the warehouse the next day, 8/12/2014. Our warehouse will process an order within 24-72 business hours depending on order volume. His order was shipped within the window of 24-72 hours, shipping on 8/15/2014 (72 hours). The item shipped via FedEx Smart Post, per his request, he purchased the economy shipping method. This item was delivered on 8/22/2014, 9 business days, we state that orders will be received within 5-10 business days as he stated in his complaint. Mr. [redacted] filed his complaint with you only after 7 business days, not giving the item time to arrive.

We do apologize Mr. [redacted] was upset with his experience. We are pleased to see his chair is still providing him support after all these years. We do strive to give our customers excellent customer service.

Please confirm the receipt of this response. Please contact me with any questions.

Kindest regards,

Director of Operations

LF Products | A Li & Fung Company

Phone: [redacted]

Direct: [redacted]

Mobile: [redacted]

Mobile: [redacted]

Email: [redacted]

www.truedesigns.com

www.lifung.com

Consumer

Response:

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.

The reply you received is not what the business told me. The customer service rep I spoke with, AND her boss, BOTH told me the product was on backorder, but that their system was "messed up" and they weren't ware of it when I placed the order. And yet they charged my credit card at the time of the order. Bottom line--whatever. They were not honest with me when I ordered the part we needed. They charged my credit card, and it took over two weeks to get the part. We gave up and bought a different office chair. We are done dealing with this company--there are much better alternatives available, companies which provide good customer service, not lip service and long delays.

Regards,

Business

Response:

Dear [redacted],

Thank you for your time today. We do apologize Mr. [redacted] was upset with his experience. We do strive to give our customers excellent customer service. His order has been reviewed, as have our stocking levels. The part in question was in stock at the time his order was placed and was shipped within 72 hours. His item was received within the time frame he was told as he even stated in his complaint, 5-10 business days and his item arrived on day 9, he filed his complaint on day 7. We feel this complaint is unfair. This was his 3rd order for his chair which was out of warranty and this order took the same amount of time as the other 2 previous orders.

We would greatly appreciate the Revdex.com’s help in assisting with unfair claims.

Director of Operations

LF Products | A Li & Fung Company

Phone: [redacted]

Direct: [redacted]

Mobile: [redacted]

Mobile: [redacted]

Email: [redacted]

www.truedesigns.com

www.lifung.com

Review: We bought my son a Desk chair for Christmas. It was purchased at Staples in Huber Heights, Ohio. It was delivered to our home. It is a Lazboy Bradley Excutive Chair, Model 46089. Although the name on the chair is lazboy it is made by true innovations, which I discovered when the problem occured. Christmas day we tried to assemble it and the seat was defective. We were unable to screw on the bolt that put the face plate on, because the threads the bolt screwed into were not anchored so they just turned and turned. It said do not return to store, call true innovvations. Which I did on the next business day, December 28th. I was told a new chair pad would be mailed out later that day or the next morning and I would get it in 7-10 business days. The order number was [redacted]. When the chairpad had not arrived in ten business days I called back and was told "im sorry, the holidays put us behind and a pad would go out today or tomorrow". This made no sense because the person who I spoke to previously would know a holiday was coming. If I got the pad I would just let it go. She even took my email so she could send me a tracking number. That was last week. Today, sitll no chair or email. I called back a third time and this time a very rude person gave me no excuse, just put me on hold, came back and said a chair pad would go out later today or first thing tomorrow, and arrive in 7-10 days, the same thing the last two people said. I feel this business is a scam. IF I had just returned it to the store I would have a chair and been using it for three weeks now. They make no attempt to speed up the procesa even thought they have failed us three times. Every time I call there is the same message "we are experiencing higher than normal call volume", im always on hold at least twenty minutes, and ive called multiple times. Its always the same message, and a few times I have given up and called later. Its been a huge waste of time and caused stress.Desired Settlement: I want to have my chair pad sent asap, no seven to ten days,no leaving the factory today or tomorrow pack of lies. I want an apology by the company. Even when the chair pad comes if I dont get some response I will continue my Revdex.com complaint.

Business

Response:

Hello, While I have not yet been able to speak with this customer directly I did make sure that the customer was emailed and called and that their order was shipped out immediately with expedited shipping. I expect the needed parts to arrive in the next two days. Thank you, [redacted]

Consumer

Response:

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.

[ While I finally received my chair pad 24 days after I made my inital communication that I had a defective chair, this is only half of my request. I want a letter of apology, not a form letter or email, an actual letter. In this communication I would like to know why you encourage your employees to blatently lie. THREE seperate employees told me over the phone the chair pad would be sent out "later today, tomorrow at the latest. The second call I made when my chair pad hadnt arrived I was told that the holidays put them behind. Was the first employee unaware chriistmas had just happened and new years was coming? Third employee was incredibly rude when I asked why I had to call three times to get the same answer. I told her I filed a complaint with the Revdex.com and she sighed and said in an annoying voice "the chair will ship today, tomorrow at the latest. Is there anything else I can do? when I said yes there is, why am I getting the run around she sighed again and gave the same line. This is unacceptable, its not a "mix up", it not because you were busy. I bet I could call any day of the year, and get the same run around and the same message when I call and get put on hold "we are experiencing higher than normal call volume." . You are a substandard company who builds substandard furniture and hide under the lazyboy logo. Even having your products made in china. I want my latter of apology asap. I want an explanation. A two hundred dollar chair made so cheaply, why?. Even if you resolve this I will never reccommend your products and will go out of my way to tell how bad they are. Ill be looking for my letter in the mail]

Regards,