ComplaintsforTrue Innovations

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 10, 2024, I purchased a **************************************** Ergonomic Bonded Leather High-Back Executive Chair, in Gray from ************. The back cushion was defective and I contacted True Innovations for a warranty claim on January 23, 2024, and was asked to send proof of purchase chair info and a replacement part would be shipped out. February 23, 2024, my part is still on back order and I was told to wait 60 days. I called back on April 8, 2024, to request an update and was told the part was still on backorder but should be here within 60 days or I was offered the back cushion in blue or brown which I declined since the chair I purchased is grey. I opted to wait an additional 60 days and I have an email from them stating "Please note: the backorder extension timeframe is 60 Days. Should the part(s) still be out of stock after the additional 60 days, the request may need to be canceled and you will be refunded for your original purchase.We will notify you when the status of your order is updated. "So today June 7, 2024, I again had to call for an update and was told the part is still on backorder to keep waiting at this point I asked for a complete chair to be sent out or a refund as per the last email. I was told the representative who offered that to me no longer works there and I have no option but to wait or go ask the store where I purchased the chair over 6 months ago if there was something they could do for me. FYI the store's return policy is 14 days.I am very disappointed at the lack of customer service as this chair was expensive. I feel like I have been more than reasonable and patient with True Innovations. I asked to speak to a supervisor and was told I could only be transferred to the voicemail and they would get back to me whenever. I did leave a message and will be waiting for a callback.

  Business response

  06/14/2024

  Dear Valued Consumer, 
  
  We are sorry to hear that you had a negative experience with our office chair. We understand the frustration that comes with waiting for a back-ordered item, and we apologize for any inconvenience this may have caused.
  
  We are continuously working to improve our customer service practices, including the availability of parts. We regret that our system didn't properly reflect the accurate status of the requested part as discontinued. We would like to assure you that we take your complaint seriously and are working hard to regularly update the status of parts to avoid these experiences. 
  
  We hope you can give us the opportunity to make things right. We will honor your request for a full refund. Please send an email to our new escalated inbox at ********************************************* and we will process it right away. 

  We value your business and hope to have the chance to regain your trust in the future.
  
  Best regards,
  True Innovations Customer Service 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an executive chair in January 2018. The armrest on the chair fractured recently. I submitted a warranty claim via the True Innovations website on 11/17/23, providing copies of the receipt and the broken part. This is in accordance with the Limited Warranty:"In the event of a defect in material or workmanship covered by this warranty, True Innovations will repair or replace, at their discretion, without charge the warranted furniture within a reasonable amount of time."On 11/20/23, True Innovations replied back: "Unfortunately we are currently out of stock for the arm rest on your model, however, I can place you on a waiting list so that once our warehouse receives the part, which may take up to **** weeks"I replied indicating that a waiting period of over two months was unreasonable and unacceptable. Furthermore, other customer reports on the ********************** website indicates that others have had difficulties and further problems even when acquiescing to their request.I replied again that being waitlisted was not reasonable and that they should either provide the replacement part immediately or a replacement chair.They have since declined both options and are repeating the waitlist offer; alternatively, suggesting I attempt to seek a warranty replacement from the original retailer. When I asked if they believe the retailer would honor such a request, they admitted that the retailer would not.I've sent a final request with a demand that they elevate my complaint to company management. I have not yet received a reply to that request.I would be content with the replacement part; however, barring the ability to immediately have my chair back, then they should replace the chair with the same model or an upgraded model (at their discretion, based on available stock). If it suits them, I can easily collect the chair from one of many area office supply stores, such as Office Depot, and they can arrange reimbursement with the store directly.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a expensive office chair from office depot after putting together and using in 10 weeks the chair is peeling apart at the seems. office ****** wont let me retrun and the company told it is normal wear and tear that a chair should fall apart in 10 weeks. Which I think is out crazy. Please help me get reimbursed.

  Business response

  06/14/2024

  Dear Valued Consumer,
  
  We apologize for any inconvenience you experienced with our office chair. We take such feedback seriously, as it's our goal to offer high-quality products that meet the needs of our consumers.
  
  Weve located your initial correspondence with images of the covering and proof of purchase. If the product is maintained and cared for properly; bonded leather and other cushion covering materials should be able to last 10+ years of use. Your chair has a 10-year limited warranty, 10 years for mechanical parts and 1 year on the upholstery from the date of purchase. This is due to the many variables related to care, use, misuse,and abuse.  
  
  Since you started to experience peeling of the bonded leather within 10 weeks of owning the chair, the agent should have first asked if it was wiped with a cleaning agent. If not, the agent should have offered to send a replacement cushion. We have replacement cushions in-stock. If you still have the chair, we would still like to make things right with you and send you replacements at no charge. Please send an email to our new escalated inbox at ********************************************* so we can process the order right away.
  
  We hope you give us the opportunity to resolve this issue and that you will consider ************ chairs for your future furniture needs.
  
  Best regards,
  True Innovations ****************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Serta Style ****** I **************** Chair from Office Depot in October of 2021. Almost immediately, the right armrest had come apart. It was a clear manufacturer defect that must be covered by the 1 year warranty. For months, I had tried to contact the manufacturer (True Innovations) as specified on the warranty card, and got no response, both by phone and by email - multiple times. Finally, in September of 2022, I was able to get in touch with a True Innovations representative through Office Depot, by email at ********************************** using the email ********************** I gave the information needed for the warranty claim, and was told an order was placed for another armrest remade at the factory, with confirmation number #******, and that the backorder would take approximately ***** weeks and would then be shipped to me. This was on September 28, 2022. On the same day, I asked if there was any way to check on the status of my order, and got no reply.I emailed true innovations again on June 10, 2023 (Over 30 weeks later) asking for an update and my replacement part to be sent, to which I received no reply. I still have not received a replacement armrest.This is the most unprofessional company I have ever done business with. At the very, very least I would appreciate the replacement armrest, if not the entire chair. A warranty is a contract, and they have failed the countless opportunities they've had to fulfill it. Attached is the email chain to True Innovations. I hope this can be resolved. Thanks in advance.

  Business response

  06/14/2024

  Dear Valued Consumer,
  
  We are sorry to hear about your experience with our customer service department. Our team strives to provide top-notch customer service, and it seems that we fell short in your case. Please accept our sincerest apologies for any inconvenience caused.
  
  We would like to assure you that we have taken appropriate measures to improve our processes since you last reached out to us almost two years ago. We value your feedback and aim to always better our service to our esteemed consumers.
  
  We understand that it has been over two years since you purchased the chair. If you still have the chair, we would like to offer to send you a replacement set of arms. If you no longer have the chair, we can send you a replacement chair or issue you a refund whichever you prefer. Please send an email to our new escalated inbox at ********************************************* and let us know which option you prefer.
  
  Once again, please accept our apologies for any inconvenience caused. We hope to have the opportunity to serve you better in the future.
  
  Best regards,
  True Innovations ****************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 2020 was around the time I purchased Serta Air Lumbar from ******** I paid around 130+ dollars for this chair. The chair has defective parts, including the gas lift, and the seat cushion. So, I called the number on the bottom of the chair to get it repaired within my warranty. The first rep I spoke with acted like she was going to send me the item necessary to fix my chair. Waited for the email for ******* never came. This was made on October 6, 2023. So, I called again today which is October 16, 2020, and the agent stated she could not help me and that I needed to purchase the part to fix my chair. And I needed a receipt to get any assistance and this information is written on my assembly instructions. But when I read the limited warranty on the back of the assembly instructions, I did not get that kind of understanding. They are liable for fixing this defective chair.

  Business response

  10/23/2023

  Dear Valued Consumer,
  
  We are sorry to hear about your experience with our customer service department. We apologize for any inconvenience caused by the delay in confirming your order and the miscommunication from our representatives regarding the proof of purchase. We appreciate you bringing this matter to our attention as this is not the standard of service that we aim to provide to consumer who purchase our products.
  

  Our standard practice is to request proof of receipt to confirm the validity of the warranty. However, since the first agent had waived this requirement in your case and it was not seen by the second agent, we have proceeded with waiving the proof of purchase and are not applying the parts or shipping fees. According to our records, your parts order 25517-1 was shipped on 10/16/2023 and was delivered on 10/19/2023.
  

  If you have any further concerns or questions, please do not hesitate to contact us via our escalations inbox at *********************************************,and we'll be happy to assist you. We value your business and hope to have the chance to regain your trust in the future.

  
  Best regards,
  True Innovations Customer Service 

  Customer response

  10/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *****************************
  
   
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my dissatisfaction with True Innovations' customer service, specifically in relation to their failure to honor a 10-year warranty agreement for a ******************************* Office Chair I purchased.My ordeal began on January 25, 2023, when I contacted them to file a claim for a broken backrest. I spoke with a customer service representative, designated CSR 460, who in turn sent me the wrong replacement part. Upon contacting them again to rectify this mistake, I was informed that the correct part was backordered and that it would take ***** weeks for it to arrive at the warehouse.I followed up on this issue in April 2023, only to be informed that the part had been delayed further. However, they offered a refund as a remedy to the delay. I was willing to accept this solution as a compromise, and expected that it would at least close the issue.Yet, in my most recent interaction with True Innovations on August 3, 2023, another customer service representative (CSR 461) informed me that there were no records of my previous claim, phone calls, or emails. This is despite my diligent follow-*** and attempts to communicate with them in order to resolve the issue.As it stands, I am left with a $600 office chair that is unusable due to the broken backrest, and the manufacturer, True Innovations, has failed to provide any solution or compensation. This ordeal has not only cost me in terms of time and energy, but has also affected my productivity and work environment.I am therefore reaching out to the Better Business Bureau to seek your intervention in this matter. I would greatly appreciate any assistance you could provide in ensuring that True Innovations honors their warranty agreement, whether it be by repairing my chair, replacing it, or offering me a full refund.I have attached all relevant documents and records of communication for your perusal. Thank you for your time and consideration.

  Business response

  08/07/2023

  Dear Valued Consumer,
  
  We are sorry to hear that you had a negative experience with our customer service department. We take full responsibility for the mishandling of your warranty claim and would like to offer our sincerest apologies. We understand the frustration that comes with waiting for a back-ordered item. We are continuously working to improve our customer service practices, including the availability of parts. We regret that we were not able to meet your expectations in this regard. We would like to assure you that we take your complaint seriously and are working hard to better resolve issues as the one you experienced.

  We see that the replacement part is in-stock. In an effort to remedy the situation and although delayed, we would like to offer to ship you the replacement backrest with express shipping at no additional cost to you.Additionally, we will honor sending you a refund check. Our system shows an address in TN yet your BBB complaint shows an address in **. Please send an email to our new escalated inbox at ********************************************* with the physical address you would like to ship both the replacement part and refund check. 

  
  We understand that this does not fully make up for the time and effort you have put into resolving this issue, but we hope that it will help to ease the burden.
  We hope you can give us the opportunity to make things right. We value your business and hope to have the chance to regain your trust in the future.
  
  Best regards,
  True Innovations Customer Service

  Customer response

  08/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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.

  I've emailed true innovations my updated address. Please keep this case open until they have made me whole. 

  They have said they were going to do something in the past without any action.

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two office chairs from Office Depot in March 2022 that had a warranty. 4 months after purchase, both chairs had ripped seat cushions, from normal use. I was referred to True Innovations for warranty fulfillment. They agreed on July 28, 2022 to replace cushions on both chairs. They said it would be 14 to 16 weeks for replacement. Even though that timeline is quite ridiculous, I agreed. Here we are today and I have heard nothing back from True Innovations, I have been using two cushions on office chairs that are so destroyed, I have to use bath towels to sit on them. It has been 36 weeks now and I do not have replacement cushions. I am also concerned the company will just send me replacement cushions, meaning defective cushions that will rip again in three months. I not only feel like I have gotten zero value from the two chairs I purchased, I feel that True Innovations has disregarded the warranty request I completed.

  Business response

  08/14/2023

  Dear Valued Consumer, 
  
  We are sorry to hear about your negative experience with your office chair purchases from Office Depot. We understand how frustrated you must have been to have a product show issues shortly after purchase especially after being asked to wait several weeks for replacement parts. Please accept our sincere apologies for any inconvenience caused. 
  
  We are continuously working to improve our customer service practices, including the availability of parts. We regret that we were not able to meet your expectations in this regard.  Our records show that replacement parts were shipped in April 2023. We hope this helped resolve your issue despite the delay. If it didn't, please send an email to our new escalated inbox at ********************************************* and we will be sure to further assist.
  
  We want to deliver high-quality products and customer service. , and take all feedback seriously. We hope that you will consider giving us another chance in the future, as we would love to provide you with a positive experience. 
  
  Best regards,
  True Innovations ****************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  on 2/22/23 i purchased a recliner from ******* (sales receipt attached). after assembly, the recliner did not recline. I read the warranty that came with the product. it stated " do not return to store" contact True innovations @ www.trueinnovations.com for product support. If a replacement or repair is needed, true innovations will process at no charge to customer. I filed my issue on their website and received an email asking me to return to store. (email Attached). was also told that i would get $50 for my inconvience. the email conversation is attached. this process required me to hire help, and take a day off work to return. then when i notified them i had returned it, no $50 was provided and all i got was a "Thanks for letting them know". I am out probably just north of $150 not including lost wages from the day off. since i work on commission, cant accurately state what i may have lost in dollars. their warrant clearly states they would take care of the product at no cost to me. as it turns out, they must have meant at no cost to them. all of this is detailed in the email conversation.

  Business response

  08/14/2023

  Dear valued customer,
  
  We apologize for the inconvenience you experienced with your purchase of a recliner from ******* We strive to provide excellent customer service and it seems we fell short in this instance. Please accept our sincere apologies for any inconvenience caused. In an effort to correct the situation, we would like to offer you a refund for the costs paid to return the item to ******* Please send an email to our new escalated inbox at ********************************************* and we will be sure to process it right away.
  
  Once again, we apologize for any inconvenience caused and we hope thope to have the chance to regain your trust in the future.
  
  Best regards,
  True Innovations Customer Service 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had received a chair as a warranty replacement from true innovations because my parts for my previous chair were out of stock and true innovations said they were never coming back in stock. True Innovations put the wrong zip code on the shipping address, and I noticed that based upon the *** tracking while it was in transit so I notified ***************************. She said she would have it fixed. I then checked the tracking and the package was rerouted to Altana GA which is the other side of the country after it was already in my local area. After alerting ********, I eventually received the chair. Of course this was with a 2 week delay, and the chair was damaged inside the box because it had been shipped around the country so many times. I told ******** about the damage and she said I would have to pay for parts. My chair came with a 1 year warranty so the parts should have been covered, plus this damage was caused by them putting the wrong zip code on the shipping address which caused the package to be shipped around the country so many times. I filed a claim with ***, and *** said they paid out the claim to the shipper which is True Innovations. I have emailed ******** and ********************* multiple times about getting my money back for the damage claim that was paid out by ***. This has been the worst experience of my life

  Business response

  08/14/2023

  Dear Valued Consumer, 
  
  Thank you for bringing your experience to our attention. We apologize for the inconvenience caused with your replacement chair. We understand that the shipment of your chair was delayed due to an error on our part. We take full responsibility for this mistake.
  
  We see that a refund was issued to you in July 2023 for the cost of shipping plus the *** insured amount. We hope this helped bring a resolution to your experience. 
   
  Best regards,
  True Innovations Customer Service 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an office chair 7/26/2021- the chair began to have cracking in the leather seat and I contacted the company for replacement within the 1 year warranty period. I emailed and filed a request for customer service through the company website (trueinnovations.com). They emailed me back on 7/26/2002 and requested more information. After emailing pictures/receipts and all information requested on 8/1/2022, I was notified that a replacement was being sent. At this time- no replacement has been sent and no further contact has been received from the company.

  Business response

  08/14/2023

  Dear Valued Consumer, 
  
  Thank you for bringing your experience to our attention. We apologize for not having shipped the part as promised, which unfortunately led to a very poor experience with our company. We take customer satisfaction very seriously here at True Innovations and we certainly didn't meet our own standards in this case. We can assure you that steps have been taken to prevent this type of situation from happening again in the future.
  
  Our records indicate that you were issued a refund in April 2023 but we still wanted to reply and confirm that it rectified the situation. If it didn't, please send an email to our new escalated inbox at ********************************************* and we will be sure to further assist.
  
  We value your business and hope to have the chance to regain your trust in the future.
  
  Best regards,
  True Innovations Customer Service 

*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. ↩