Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a desk chair via ******. I need a replacement arm due to damaged I caused.On September 30, 2024, I receive a response to my email request in which ******* wrote that the "part was on backorder from the factory for roughly 8 weeks"I checked again on November 14, 2024, and she advised the part was still on back ***********, January 27, 2025, ******* now advises that 'they are waiting for returns' which I presume means they will disassemble and send me a used arm. This is completely different that waiting for the factory to produce a ************** request is that some responsible person 'take ownership' of my issue and find out where my part is really coming from, and what the real status is as opposed to taking the approach that they are waiting for their mail to come without any regard to actually obtaining facts from whomever is providing the arm.If they are unable to provide replacement parts, I will let ****** know as well as the unacceptable 'customer service' I am receiving.....

  Business Response

  Date: 02/14/2025

  Dear Valued Consumer, 
  
  We apologize for the inconvenience you experienced with your ************ chair. We understand the frustration that comes with not getting proper status of your parts request and we apologize for any misinformation and inconvenience this may have caused. 
  
  If parts are delayed in coming from the factory, we can check other warehouses if they have any unopened/new returned products. These products are inspected thoroughly before parts are offered as replacements. 
  
  We see that your order for arms is in warehouse status and will be shipping next week. We will send you the tracking number as soon as it's available. Since you were on backorder longer than expected, we would like offer you a credit of $40. If acceptable, please send a reply and we'd be happy to 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 Answer

  Date: 02/18/2025

  
  ******

   

  Thank you for helping me obtain the part and offered credit.
  
  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,
  
  **** *******
  
   

  
  

  Customer Answer

  Date: 03/07/2025

  I was happy to accept the February 14, 2025,  offer of a $40 credit

   

  However, I have not received the credit which was offered 3 weeks ago.

   

  I reached out to Customer Contact **** *******, via their company contact us page.  And when I didnt get a response, I emailed ******* ***************** on March 5, 2025, who collected the cost of the replacement part from me last month ($29.92).

   

  I have not received a response from *******.

   

  I ask the help of the BBB to have the company honor its offer of $40.00 by check or credit card credit.

   

  Thanks for the help.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/7/22 I purchased a Serta iComfort i5000 office chair (model *****) manufactured by True Innovations through Office Depot. I paid $664.99 plus tax ($728.16 total). The chair came with a 10 year warranty, including 3 years of coverage for "fabric, foam, veneer finishes, and other covering materials". On 11/16/24 (roughly 2.5 years into the 3 year fabric warranty) I filed a claim through True Innovations website for peeling leather on the seat and arms of the chair. On 11/20/24 ***** responded informing me that the chair had been "discontinued in 2017" and so no upholstered parts were available. She informed me that "mechanical parts" could still be replaced, and to let her know if I needed help ordering any. No offer for further service under the warranty for the peeling leather was made. I responded to the email citing the verbiage of the warranty that promised "replacement with a comparable product" and stated that I expected such. The next day on 11/21/24 I called the True Innovations support line about my issue. The agent checked with *** and relayed that they'd be issuing a refund, and to expect an email. I later received an email from *** stating that they were only able to offer a $200 refund. I once again responded stating that the warranty says replacement, that $200 does not enable me to buy a replacement, and that I'd either like a different model chair of equal value, or a full refund. They responded extending an offer to replace the chair with a new model, however this included terms voiding all warranties, including that of the original chair, the new chair, or any rollover. I once again responded that this offer did not make me whole to my original purchase since the original chair has ~7.5 years of warranty remaining. I asked for the original warranty to apply and they then stopped responding for over 24h, so I then filed this BBB complaint. At this point I request a full refund since an equal replacement cannot be offered.

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very disappointed in the product. Purchased this chair in few years back and it was perfect until few month later it started to make squeaking sound on even a slight movement the sound are very similar to the farting sounds and if you are using this chair while making phone calls to clients its very unprofessional. People are laughing on the other end. I have reached out to the manufacturer and received the replacement part in 6 to 8 weeks time once but same problem appeared again in a month time. reached out again and was told the part is backordered and will be shipped as soon as its received. that never happened its being over a year now and the problem is just getting worse. Some people will think that this is just a simple fix with WD40 or something but unfortunately it does not work either.

  Business Response

  Date: 02/18/2025

  Dear Valued Consumer,
  
  We are sorry to hear that you had a negative experience with our ************** 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 the availability of parts. We regret that we were not able to meet your expectations in this regard. While we understand that it has been almost 5 months since you last reached out to us and you may no longer have the chair, we hope you can give us the opportunity to make things right. If you still have the chair, we can send you a replacement seat plate (it's in-stock) and replacement seat as the noise might be coming from the frame. We can also send you a refund for the inconvenience caused. Please send an email to our new escalated inbox at ********************************************* and we'd be happy to process the request it right away.
  
  We value your business and hope to have the chance to regain your trust in the future.
  
  Best regards,
  True Innovations **************** Management

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Thomasville 6-Piece Modular Fabric Sectional (Model #************&13&17) on July 13, 2024 that is manufactured by True Innovations. Unfortunately, this purchase is missing one wood leg with washer.

  Business Response

  Date: 02/18/2025

  Dear Valued Consumer,
  
  We apologize for the inconvenience you experienced with your Thomasville sectional. We understand the frustration that comes with finding parts missing from your purchase and we apologize for any inconvenience this may have caused.
  
  While we understand that it has been about 7 months since you last reached out to us, we hope you can give us the opportunity to make things right. If you still have the sectional, we can send you the missing part right away. Please send an email to our new escalated inbox at ********************************************* and we'd be happy to 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 **************** Management

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So my chair started breaking on march1st I needed a seat plate so I called Bestbuy just to ask who I need to call to get part they advised I should call Serta so I did and was told by Serta they don't handle the particular chair that it's actually True innovations so I contacted true innovations on MAR 6TH and was told it would be mar 11th when shipped so I gave them until April 1st and contacted again and was told was on back order and would be 8-10 weeks I waited almost 60 days and contacted again and was told the chair part was actually coming overseas and it was almost to the max 60days and they would contact me about alternatives so I waited AGAIN and was told there isn't another option and would just have to extend wait.time. at this point my chair became un usable and I had to go pay ****** for a temporary chair after being told by company "We are the manufacturer of this chair so you won't find part anywhere else" which is all in my proof pics. ALL I WANT IS MY CHAIR FIXED I ALSO BELIEVE SERTA SHOULD PUT A WARNiNG THAT THIS CHAIR IS MADE OVERSEAS and not.an American made product

  Business Response

  Date: 02/18/2025

  Dear Valued Customer,
  
  We are sorry to hear of your negative experience with your ************ chair from Best Buy. We understand how frustrated you must have felt to be in need of replacment part and not be able to get it in a timely manner.
  
  We would like to assure you that we take all customer feedback seriously and we apologize for any inconvenience caused when your issue was first brought to our attention. We are working on improving parts availability to ensure that situations like this do not happen in the future.
  
  While we understand that it has been almost a year from your intitial request and you may no longer have the chair, we would still like to make things right with you. We would like to offer to send you the parts needed if you still have the chair (the parts now in-stock) and send you a full refund for the chair/parts purchased. If acceptable, please send an email to our new escalated inbox at ********************************************* so we can process the request right away.
  
  We value your feedback and appreciate the opportunity to improve our customer service. If you have any further concerns or questions, please do not hesitate to contact us, and we will be happy to assist you.
  
  Best regards,
  True Innovations **************** Management

  Customer Answer

  Date: 02/18/2025

  
  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

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the office chair the "SHAQ,ZEPHYRUS,EXE,CHAIR,BL" from Office Depot store *******************************************************************************************, on 09/01/2022 receipt attached.I reported a warranty claim about a problem with the "Seat Cushion" on Jan 28, 2024. The claim was accepted on Jan 30, 2024, with the number *****. They created a backorder: Your parts request has been placed on backorder. Please note: the backorder timeframe is 60 days. We will notify you when the status of your order is updated.On Feb 29, 2024, they give me an update: Your backorder is approaching the maximum period of 60 days.An agent will reach out to you with alternate solutions if the part is not expected to arrive within the maximum period of 60 days.Nobody reached out in 94 days (May 1st, 2024) from the claim date.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 ****************