ComplaintsforVertagear

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refused to repair/replace a defective chair that is only 9 months old. Model: S5000 Alienware Gaming Chair that cost more than. $400.

  Business response

  10/18/2023

  The customer reached out to us to process a warranty claim for his seat that has ripping/tearing on the base. Our customer service representative has informed the customer that we are unable to process a warranty claim for this case because our warranty policy does not cover cosmetic damages, such as rips/tears to the fabric and leather, which is listed under our exclusions. Our warranty policy covers issues such as defects/damage within the warranty period. This information can be found on our website: *********************************************************;

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The lift has lost its ability to hold weight and will slowly lower the chair position. Issue was intermittent at first and has become significantly more frequent. I went through all the processes, as you can see by the email chain, and an *** for the lift was supposed to be completed (*** approved on 11/15/2022). The last communication received regarding the *** was on 12/16/2022 when I was informed the part was on backorder and fulfillment expected at the end of January. I was patient and waited through the end of January and reached back out to the company regarding the *** on 2/22/2023. I have reached back out 3 more times since then and have not received a response regarding the *** or expected fulfillment.

  Business response

  03/07/2023

  One of our representatives have contacted this customer to resolve this issue.

  Customer response

  03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Vertagear ******** *** Special Edition on XXXX-XX-XX. In mid-August of 2022 a line snapped and the back no longer holds itself up, so I submitted a warranty claim on XXXX-XX-XX as it was well within it's warranty period: ************************************************************************** After about a month of communication they offered me a completely different (and much cheaper) chair as a replacement, to which I politely declined and I have basically heard from them since. I have contacted them several times (even created a second ticket) and they have yet to respond whatsoever. I just saw threads on the vertagear ********* ************************************* where people are saying the company is a scam, with one user claiming it has been well over a year and they have not resolved their warranty claim - at the rate it is going now I will not have a replacement before my warranty expires. Additionally, I went to look at the reviews for chairs posted on their website and it looks like they are being deceptive and curating them (!!!!!). According to their site there have somehow been no sub-3 star reviews for the ******** *** ** - I just submitted a 1 star review and nothing is showing up, and the last review was somehow 2 years ago: ********************************************************************************* Given the extremely deceptive tactics this company seems to employ, and the complete absence of communication from Vertagear I have started to think that they might be delaying so that the next time I need a replacement it will be out of the warranty time period. Due to the large number of red flags I am seeing here I cannot support a business like this and would like to get my money back so I can buy a replacement from a company that is not a scam.

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */ This customer reached out back in August 2022 to have a replacement part shipped out to him under warranty. A warranty claim for the replacement part has been processed and relayed to our processing team. However, we have been heavily backordered on replacement parts and have notified the customer that it would take months for the shipments to arrive to us. With this understanding, the customer acknowledged the delay. We are still currently awaiting the shipment for our parts and will resolve this issue as soon as we receive it. Consumer Response /* (3000, 7, 2023/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the company continues to be deceptive as they are implying that all of this happened within a short window of time, however in reality it was actually months without a response (and the only reason for an update was the**** complaint). Here is the actual timeline of events: 2022-08-19 - customer submits warranty claim for broken chair arm, company auto-replies to request info, customer provides info, company provides claim # 2022-09-01 - customer requests update (outside of business hours on 2022-08-31), company says they are waiting on stock 2022-09-11 - customer updates claim + provides evidence that chair has broken further and is completely unusable 2022-09-12 - company offers different chair that is half the cost of original chair as replacement, customer declines + requests ETA on delivery 2022-09-13 - company provides ETA, customer acknowledges At this point there are essentially no further responses from the company aside from an auto-response for warranty info and a response on the same day that they responded to the**** complaint. The auto-response is written in such a way so as to further disenfranchise the customer as it essentially aims to wipe out any previous warranty claims and have the customer start over. Here is the remaining timeline, noting that the time between the last communication and the**** response is just shy of *4 months*. 2022-11-13 - customer requests update 2022-11-26 - customer requests update 2022-12-05 - customer submits new inquiry for update, company auto-replies to request info, customer provides info + requests update 2022-12-13 - customer requests update 2022-12-16 - customer requests update 2022-12-23 - customer requests update 2022-12-30 - customer requests update, customer submits**** complaint 2022-01-03 -**** notifies company of complaint 2023-01-09 - company responds to**** complaint, company responds to customer While this timeline by itself might just make one think that the company has poor service, combined with the other issues one can only come to the conclusion that this company engages in dishonest business practices and will not be honest with their customers whatsoever. While the company perpetually claims it will take "months" for replacements to arrive, customers on the Vertagear subreddit continue to note that they have not received warranty replacements for *YEARS*: ******************************************************************************************************************************************************************************************* The company continues to show a distinct lack of honesty or transparency with their actions. Even with users having claims open for years, the company acknowledges that they are "heavily backordered" and have not received a shipment yet somehow they still claim it will only take "months" to arrive. At this time the company STILL does not show reviews under 3 stars for their products (reminder that the customer submitted a 1 star review on 2022-12-30 for the chair they purchased). Given all of this, with a 10 year warranty on the product and the first chair breaking in 4 years time, by the time customers actually get their replacements the product will be out of warranty by the time that one breaks. At this point in time, I (the customer) have absolutely no faith that anything that the company says can or will be true. Given the claims of others it is clear that this is not an isolated incident, and while supply chain issues are not something the company can control being honest with customers is. Given how much I have tried to resolve this issue myself I cannot imagine what others have gone through, and it took filing a**** complaint to finally get any kind of response. To me that says the company does not have the best interest or intent for their customers in mind. As a customer this has been an awful experience, and nothing the company has said or done gives ANY level of reassurance that they are even TRYING to do the right thing. The worst thing I can imagine is having to go through this experience again at any point in the future - I'm at the end of my rope and it has only been 4 months for me but YEARS for others. As I do not wish to do business with the company any further I cannot accept the response from the business as they continue to do the bare minimum required and do not seem to want to acknowledge the gravity of the situation - I wish to have a full refund for the product so that I can purchase a replacement from a company that respects their customers so that I do not have to try and figure out if / when they are lying to me in order to do business with them. Note: given that formatting for these submissions seems to be getting removed I am adding a copy as a text file in order to preserve it for ease of reading. Business Response /* (4000, 9, 2023/01/26) */ We have contacted the customer to resolve this issue. We hope to resolve his warranty claim and fulfill his order for his replacement parts. Consumer Response /* (4200, 11, 2023/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned in my previous response I cannot accept the response from the company due to their clear lack of business ethics. They have been doing the absolute bare minimum at every turn and it is very clear that I will have to go through this process yet again in the future, which at this rate will be after my warranty expires and thus effectively result in a warranty that is half of what it should be. I do not wish to have to go through this ordeal again once my warranty replacement fails, nor do I wish to support such a blatant disregard for their customers, and as such want a refund so that I can spend it on a company that will not try to gaslight their customers.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a warranty claim on December 8th of 2021 and still after multiple emails have not had any assistance I bought the best chair they offer that comes with a respectable 10 year warranty but one of the arms has broken and made the chair unusable and they keep saying that they will check with there processing team and never reply

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */ The customer submitted a warranty claim to replace two parts of their chair. We have relayed this information to our processing team so we could have his order processed and shipped out. However, we are currently backordered on this specific part and are hoping to have this shipment received soon. We have spoken to the customer and have been in contact to resolve the isuse.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/8/2021, I paid $417.62 to Vertagear for a gaming chair. My chair is still under warranty. I sent it back to them on 10/4/2022 because the holes on the seat base were misaligned and I could only get 3/4 screws in. Eventually because of this, when I'd sit, the chair would tilt backwards and to the left. One day it went so far, I fell out of it. So I sent it back to them to technical support.They tried to tell me nothing was wrong with it and that all 4 screws fit seamlessly. I asked for proof. They sent me a photo of all screws in but there was something off about the 4th hole. I pointed it out, they changed the subject. It took them six weeks to tell me that nothing was wrong? Suddenly they start responding slower and slower. 11/23/2022 rolls around and they say this "Your chair has been shipped out and is currently in transit. Here is the tracking information for you to reference." I'm like, cool! I check the tracking a few days later. It says that ***** hasn't even received my chair. That only the return label was created. So Vertagear lied about it being shipped. Cool. I call them out on it and I get this on 11:29/2022: "Thank you for getting back to us. We apologize for this inconvenience. There could be something wrong with the pick-up. Please let me work with the processing team again then get back to you when I have more information."Never heard from them again. I've emailed, tried calling messaged on ********* Nothing. They've had my chair for over two months now even though they claimed from the beginning that NOTHING WAS WRONG.You can't just steal back your merch from customers. At first I just wanted my chair back. Because of them ghosting me, refusing to return it, and lying that it was fine to get around my warranty for its defect. Now I just want my money back and to forget this company ever existed.Order: #******* Shipping Invoice: US-CAL-I009369 I have since moved, so my address is different now than what is on the invoice, btw.

  Business response

  01/09/2023

  The customer was having issues with her chair and reached out to the customer service support line because the holes in the seat mechanism was not lining up, causing some issues with reclining. The customer sent back the chair for further inspection. Our team concluded that there wasn't anything of concern with the seat mechanism and that the holes aligned. The chair was tested and our team made sure that the backrest was also working properly. The chair has been sent out to the customer and is currently in transit to be delivered. The customer stated the tracking number was not moving when we initially sent the tracking information, however, there was a small delay in the pick-up process. We've contacted the customer and have been trying to amend any issues in this case.

  Customer response

  01/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  A few things wrong here in their response.
  
  When I asked for proof of the chair being perfectly fine, they sent me a photo with a definitive adjustment made to my chair. I even pointed it out but they didn't acknowledge it. Also, they say that I said the tracking number was not moving when they first gave it to me. This is true, BUT when the tracking number was given to me, I was explicitly told that it had already been shipped and was in transit (therefore that it was moving). And finally, the second most concerning part: they said there was a "small" delay surrounding actually shipping it off to me. It took a month and 16 days. Forty-six says of absolutely NO communication with your customer regarding returning her property that she paid for is NOT a mere "small delay". It is the main reason we are even here and involved with the BBb to begin with. But that isn't even the worst of it.
  
  
  At the very beginning of the process of me sending my chair back for repairs, I was sent a form to fill out asking me for my name, the original order number, and MY CURRENT DELIVERY ADDRESS. They wait until it is less than ****************************************** that my chair is close to be delivered. I don't even see the email until it's out for delivery but that's on me as I wasn't even expecting them to ever reply again. BUT... THEY SENT MY CHAIR TO THE WRONG ADDRESS. They sent my chair to the address where I lived at when I originally bought it OVER A YEAR AGO. I have NO means of getting there. I am disabled and I can't drive and I certainly do not have any money to retrieve it myself. I have since told them all of this but ******* again, they have gone back to radio silence with me.
  
  So NO, I do not accept this response because my chair is still not in MY possession.

  Business response

  01/30/2023

  Our team has contacted the customer in order to resolve this issue. We are awaiting for their response.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chair breaks about every 2 months of use. They take multiple months to send replacement parts and they still break in about 2 months. I've had 4 warranty claims with them now and it is always the same.

  Business response

  01/27/2023

  Business Response /* (1000, 8, 2023/01/09) */ The customer purchased one of our chairs requesting a refund. According to our policies, we do not accept any returns if the customer purchased their item through a third party retailer. However, if they need a certain part replaced, we can send them the replacement part if it is under the warranty period. This specific customer had his seat mechanism broken, so we've processed the seat mechanism to be sent. We've let the customer know of the warranty policy and the limitations to refunds. Consumer Response /* (3000, 10, 2023/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) You already know I didn't buy this through a 3rd party reseller, I bought it from your own ****** shop. Additional it isn't just 1 mechanism. It has been 4 broken mechanisms, a broken chair base, and a broke chair back. The chair has been broken for more time than usable. Please refund me the full amount. Business Response /* (4000, 12, 2023/01/26) */ We are unable to fulfill this customer's request for refund. This customer had purchased his chair in 2021 and we only accept returns if the customer reaches out within 30 days of receiving the product. Our customer service representatives had helped this customer with processing warranty claims to receive replacement parts for his chair. Although it is unfortunate that he continues to have issues with his replacement parts, we have provided full assistance for his requests. Consumer Response /* (4200, 14, 2023/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your excuses for not being able to refund keep changing. and I've been through more than enough parts to know that your products are just defective. They have all broken in the same exact way in the same amount of time. The only resolution I will accept at this point is a refund.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 18, 20** I contacted Vertagear, the manufacturer of my desk chair, via email about a broken part. Ticket Request *****. On April 21, 20** Vertagear customer support offered me a free 2 year warranty in exchange for leaving positive reviews on social media including a hashtag. On April **, ********************************************** filing a warranty claim for replacement of the knee tilt mechanism. Claim #**-3211RMA, dated 4/**/20**. Claim issued for part #'s VG-MBF-PL and VG-PL60STO-CB. One part, the seat bottom, has been delivered. But the knee tilt mechanism has not. Since then, I have contacted them multiple times. About every other month, I ask to check on the status of my claim. I am usually told they are awaiting the arrival of a shipping crate, and the part should be in their warehouse either "early next month" or in about 2 weeks. ************** on their end have gradually gotten longer. This morning, I searched online and found that they have a track record of doing this to others as well.********************************************************** I am seeking a replacement tilt mechanism for my PL-**** chair.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed a pre-order with Vertagear on 8/8/2022 for a************* chair. The order arrived on 9/8/2022 with many defects and damages. I have attempted to contact Vertagear through every option available and have not received a single response from them. I first contacted Vertagear via their support email on 9/8/2022 with pictures and a detailed description of the issues, they have still yet to respond and it is currently 9/20/2022. I have also called their customer service number and left a voicemail describing my issues and provided my contact details, they have not returned my calls. The product arrived with the following issues: 1. Cracked plastic pieces. 2. Torn leather material. 3. Bent left arm rest. 4. Malfunctioning back rest tilt lever. Vertagear has not provided me with any support despite having spent over $600 with their company. They have not advised me that they are investigating my issues. They have no communicated with me in anyway regarding my order.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/8/2018, I purchased a chair from Vertagear for $600. Product number *********** and serial number ******** Two years later, within the Warranty timeframe, I reached out to them about the chair breaking and no longer being useable. They agreed to replace it, but due to covid, had supply chain issues.Two years later, and many emails to them, they sent a part for the chair with the expectation that I'd have to fix my broken chair myself, which was a very complicated and physically demanding procedure. I do not have the capability of doing this myself, and they have refused to respond to my complaints about remedying this situation.They have violated the terms of their warranty, which agreed to replace the chair if broken within the timeframe and exceeded any reasonable time to do so, taking over two years with no resolution.Attached is my original invoice and an email from them with my warranty claim from June 2, 2020 agreeing to replace the product, which they never did.I'd like a replacement or a refund from them.Thank you,***

  Business response

  10/24/2022

  Business Response /* (1000, 8, 2022/10/12) */ We understand that the previous CS rep had chosen to handle this poorly. We will be working with Mr. ******* to get his chair repaired and replaced under the warranty policy.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought an Alienware chair and it has been a horrible experience dealing with their customer service after the chair broke. The chair started sinking randomly after six months and i started the long, slow process of finding how to contact their customer support. After finally finding these crooks I called and talked to customer service who directly me to the email support. They take weeks to respond to each message, keep asking for additional proof and have now just stopped responding. I JUST NEED A $30 PART BUT ONLY YOU GUYS HAVE IT.AVOID THIS COMPANY

  Business response

  06/15/2022

  Hello ******,
  
   
  
   
  
  I hope this email finds you well, this is in response to case ********. When customer reached out regarding her sinking chair we asked (like we do to all our customer's) for proof so we can process a claim, the customer responds 9 days later with "not really" Hope this timeline helps. If you have any question please feel free to email me directly. I am the customer Relations Manager at ********************** and can also be called at ************.
  
   
  
   
  
   
  
  Regards,
  
   
  
   
  
  ********** 
  
  Customer Relations Manager.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩