Inthesameboat's Profile

While I do not get upset often, this is a rare case. My anger is directed to one company. So, I am going to tell my story.

Last year, in the beginning of September, I started to look for a Herman Miller chair, online. While the retail price for these chairs was about $1,000, I went to the internet to find a cheaper one. To my luck, I found a website, www.luxuarychairs.com, which was selling these chairs for around $700. Well, like any other internet related dealer, there is a risk. I took that risk for the deal.

I placed an order for this chair, which they claimed was in-stock at the time of purchase. Several weeks go by with no word regarding confirmation or order status. Then a month even 2 months. I called my credit card company to hold payments and issue a complaint about this company. After issuing the complaint, low and behold a chair arrives at my door. Happy days...of course, this follows up with poor workmanship, and a broken, re-furbished product, after information on the website clearly says, "new"!

After a week, the chair seat falls off the chair while I sit down on it. I am not a big person, I am not overweight, I am average by all standards. This chair was a piece of junk, which should never have been sold. After an attempt to fix the problem myself, almost 4 hours, and a day of drying time for a 2-part steel glue, this seat is not salvageable.

So, with a minor annoyance, I contact the customer service representative of this company, who suggested that I send the seat to them for replacement, which I gladly agreed too. After weeks of waiting for a replacement seat, and no contact from customer service, I gave up. Several emails later, a half-dozen calls to an answering machine, and even calls to my credit card company again, nothing was done.

There was one final ray of hope, when all was lost, I spoke to a gentleman who informed me to email customer service, and he will guarantee me a response.

The email I sent and his response:

Dear Customer,

We are sorry to hear you are unsatisfied with your chair and are requesting a refund. We will expect the other parts of your chair and when all parts are delivered to our facility we will begin the process of issuing a refund.
The shipping address is:

Luxury Chair
Attn: Shipping Dept
14B 53rd St, 3rd Floor
Brooklyn, NY 11232

Should you have any questions, please do not hesitate to contact at the numbers below.

The Team at Luxurychair.com
T. 1 (877) 647 8944
F. 1 (718) 953 1221
E-mail. customerservice@luxurychair.com
Online. www.Luxurychair.com

-------- Original Message --------
Subject: Chair Return
From: "Sidney-Work"
Date: Mon, March 05, 2007 1:56 pm
To:
Cc:

To Whom It May Concern:

On February 22, 2007, I had sent back to your company the broken seat from
my order, Number xxxx. This is one of many problems I have encountered
regarding this order, and the overall customer service from your company. I
am seeking to return the remainder of the chair, less what was already sent,
to you for a refund. The original order started in late last year, and
through a varied of delays, and problems, I have decided that I do not want
this item. Please inform me of the actions required to return the rest of
the chair to your company for a refund. You can contact me via email at:
Sidney@chickkaro.com or by phone at (xxx) xxx-xxxx.

If I do not hear from someone at customer service regarding this email or
what actions to take by 5:00 PM on Thursday, March 8, 2007, then I will ship
the chair directly to the attention of customer service, at the address
posted on the website. In addition, I will contact my credit card company,
and file a complaint, request a refund of the money spent. I am not looking
to create any issues or problems for either your company or myself, but
would like to just end this simple transaction.

Thank you for your time and attention,

Well, a response, send them the remainder of the chair and get a refund. Success! Well, the following day, I ship the remainder of the chair to the company, including a copy of the email, and all the other back-up regarding this purchase. They received the chair on March 13, 2007, which happens to be after their policy regarding a refund for defective or returned products. So, the promise of a refund was denied and revoked. And now, after several calls regarding them receiving this returned chair, I am on a priority list to receive another defective, like-new, open boxed chair from Luxuarychairs.com

Oh, for those who are wondering, to ship the chair back for a refund, cost about $300, which is nearly half the price of the original purchase. I could have gotten a new chair from a licensed dealer locally for less money and time than Luxuarychairs.com.