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:12/19/2023

  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.

  We purchased 2 captain ****** for our ******* River RV. We thought we were purchasing real leather and not material that looks like leather. Subsequently, after looking deep into their web site i found a definition of leather. That's just part of the problem. Order stated 2 months for delivery, ok. actually took 3 months. Went to mount the ****** and had some issues with the passenger seat but finally got it adjusted and mounted. Drivers seat not so much. Base of RV does not come close to holes in seat. Called 3 times and finally found someone to help with the problem. Apparently you must purchase the power base with the power seat. An additional $200 on top of the $1200 chair. Spoke with sales person who stated they could order the base and the shipping would take another 8 weeks. Seriously, 8 weeks for a base of metal. She said it was special order and they make 500 a day at the shop. that's a lot of bases for captain ******. Asked if they could pull one off the line since i have already waited 3 months and she said no. Now i have to cancel trips and rentals due to no drivers seat.

  Business Response

  Date: 12/20/2023

  Good morning. We do have a sales department with product specialists that can answer any questions for customers about our products however, this customer placed their order online and only purchased one power base for their two seats.  The products the customer ordered are built to order and had they purchased two bases, everything would have been completed at the same time.  With placing a new order, there would be a new lead time with that order. As a courtesy we can reduce the lead time down to 3 weeks.  The customer's account has been notated about the lead time if they'd like to place an order for the base. Ultimate leather is a synthetic material.  Different companies/businesses use different names for their synthetic materials such as "Bonded Leather", "Leather Gel", etc.  

  Customer Answer

  Date: 01/05/2024

  Hi  i just now found your email to my account.  it was locked in spam.  The answer from the company is not sufficient.   Had the company stated on their web site that a power chair must come with a power base i would have purchased one.  The passenger chair fit perfectly onto the bolts of the RV.  The drivers side did not.  *********** did send out a base and that base does not fit either.  I explained in great detail to the sales person that it needed to be the same as the passenger base.  
  
  The second part is the leather is not actually leather but a material to mimic leather.  Why list and sell something that is clearly labeled as leather when its not leather at all.  Had i known it wasn't leather i would have purchased the leather chair.  That was my entent all along.  Leather seating.  Now i need to get a new base as the one they sent out does not fit the bolt pattern in the RV.
  
  Thanks for your help

  Business Response

  Date: 01/05/2024

  Good afternoon.  An email was sent to the customer to reply with photos, showing the base he received is incorrect.  We will assist the customer with receiving the correct base.   Regarding the customers statement about leather vs ultimate leather.  It is an industry standard all across the board whether it be with RV furniture or home furniture that synthetic leathers have the word leather in the name.  Whether its "bonded leather", "Ultimate Leather", "leather Gel", etc.  It is a customer's responsibility to do their due diligence when purchasing online.  Had the customer reached out to us, we could have explained the different materials available for purchase rather than the customer assuming. 

  Thank you and have a nice day! 

  Customer Answer

  Date: 01/11/2024

  Hi,  i have sent 2 sets of pictures to them, made numerous calls and i am still waiting for a reply.  I will be calling again today as the ** can't be moved until i get the correct base.

  As for the leather.  Had the site listed the word real leather instead of all the other fancy leather teasers words I would have purchased real leather.   

   

  Thanks  *********;

• Initial Complaint

  Date:10/24/2023

  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.

  We purchased a set of seats for 86 ***** pickup. We notified the company on Oct 5, 2023 the mounting bracket did not fit. ****** with Shop4Seats advised she would expedite our concern for one of the production team members to contact us. The first response from ****** was for us to have the seats professionally installed. Shop4Seats does not have a professional person or expert to help solve the issues. Today is October 24 with no response from the company. Very disappointed with the customer service of this company. If we had to do it all over we would not use Shop4Seats. Buyer beware if you want service after the sale.

  Business Response

  Date: 10/25/2023

  Good morning.  When customers call in about installation instructions, we always recommend to our customers to have a shop professionally install the products for safety reasons.  These are seats that going into a vehicle, and we would not want a customer to install them incorrectly.  We do not have a department that can walk customers through steps on installing their products.  The customer service department will assist customers if there is damage, defects or if something is missing from their order.   I do see that the customer service representative that ******** spoke with requested photos and then sent those photos to the factory.  We do apologize that we had not gotten back to the customer in a timely manner.  We escalated this to the factory's management and resent them the images provided by the customer.   They stated that the brackets appear to be installed on the wrong side.  The customer would need to get the bracket currently on the driver side and swap it out with the one currently on the passenger side. This will close the gap from the adapter brackets and the sub frame.  This is one of the reasons we recommend our customers have a shop do the installations.  One of our customer service representatives will be reaching out to ******** today to relay the information as well.  Again, we would like to apologize to ******** that it took a lot longer than expected to get an answer from the factory.   Thank you and have a nice day! 

   

  Customer Answer

  Date: 10/25/2023

  I reviewed the response from the company.  I had already spoke with ****** who assisted with correcting the inconvenience with the installation.  I was going to withdraw my complaint but want to respond to Shop4Seats response .  The mounting bracket was not installed incorrectly!  We tried both ways and there was still a gap between the braces.  The bolts were too short.  To rectify the situation we bought washers and longer bolts to secure the mounting bracket correctly.  I shared this with ****** who advised she would share this information with the production team.  No response is needed I just wanted to clarify the bracket DID NOT fit correctly until we added spacers.  Thank you

  Business Response

  Date: 10/26/2023

  Good morning.  One of our customer service representatives spoke with ******** yesterday. The customer was able to get the product to work in her vehicle and was provided a partial refund for her inconvenience. 

  Customer Answer

  Date: 10/26/2023

  
  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,
  
  ******** T
  
   
  

• Initial Complaint

  Date:01/06/2023

  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.

  Given the limited space available here and upon the advice of the BBB, I have emailed my full complaint statement to *********************. I also attached pictures to that email. My desired resolution is also in my emailed statement. If the general public cannot see my full email statement, I offer this summary - I ordered a high back 40-20-40 truck bench seat from Shop4seats to replace the original bench seat in my 1992 **** pickup. I bought the truck new and there was nothing wrong with the orig. seat, but my wife and I wanted to switch to bucket seats with a console. It took Shop4seats over 6 months to deliver the seats which i eventually received on 10/14/21. I installed the seats on 11/21/21 after installing new carpet. Within 6 months I noticed the seats were starting to badly fade and I took pictures of it on 10/2/22. You can also see how my original interior has not faded in 30 years as I've owned this truck since new and it's in pristine condition. Shop4seats says they have a 1-yr warranty from date of delivery which is not posted on their website and REALLY!! Who offers a 1-yr warranty against fading on vehicle fabric? THAT'S UNACCEPTABLE BY ANYONE'S STANDARDS and trying to hide behind a mfr. or a so-called unpublished 1-yr warranty that doesn't exist, is a cope out. Worst yet, they still use the same fabric (**** ***** ****** *** *** ***** ******) and others like it. I notified Shop4seats about the problem on 11/16/22, only 33 days after the 1-year deliver date (which I knew nothing about their so-called ridiculous warranty) which was also 6 days shy of my 1-yr installation date. Shop4seats has to ask itself what it's really selling here!! Because they don't have the right materials and I can't be without a truck seat (i.e. no seat, no truck!!) if I have to send it back (what for another 6 to 8 month wait?), I'm asking for $1500 (based on local estimates) to reupholster the seats with proper materials that are made for this application.

  Business Response

  Date: 01/06/2023

  Good afternoon, This customer is passed the one year manufacture warranty.  The customers order did have a long lead time at the time as he mentioned. This was due to covid, but this lead time does not have anything to do with the time frame the customer has had his order.  Customer received their order on 10/14/21 and the customer contacted us on 11/16/22.  The 1 year starts on the day he received his order, not on the day he installed it into his vehicle.   This is the 1st customer to report any time of fading on any of our seats.  No other customer has reported any type fading, even customers that would have received the same material from the exact same roll of fabric.    It appears this customer used some kind of product to either clean or in attempt to protect the seats but was too harsh and caused the fading to the seat. 

  We would not provide the customer with the $1500 he is requesting however, to show we want to work with the customer, if the customer wants to pay the cost to ship the seats to us and pay for the return shipping back to him, we will reupholster the customers seats at no charge.  The lead time to reupholster the seats would be roughly 3 weeks from when we receive his seats. 

  The customers account will be notated with this information so any of our customer service reps can provide him with our address as to where he can send the seats. 

   

  Business Response

  Date: 01/12/2023

  Good morning,  We are indeed wanting to work with this customer.  This is the 1st customer to report any fading on our seats. As mentioned before it appears this customer used a product to either clean or protect their seats and the product used was too harsh on the fabric. 

  This customers order was shipped to him via ***** and he only paid $91.60 in shipping. There is no reason it should cost him "$2029.70".  If he would like to pay to ship his order to us and the return shipping back to him, we will reupholster his seats at no charge to him.  The customer would not be provided with the $1500 he is requesting. 

  Customer Answer

  Date: 01/17/2023

  THIS CLEARLY SHOWS THE BBB AND EVERYONE THAT SHOP4SEATS DOESN'T WORK WITH CUSTOMERS. THIS IS A SHOP4SEATS PROBLEM, NOT MINE.   
  So, this is Shop4seats business model.
  1. SHOP4SEATS HAS NO WARRANTY nor any written terms and conditions that they post on their website, nor have I signed any warranty upon purchase. Saying that you’re past a 1-year warranty isn’t a warranty when you don’t publish it up front. All you see are shipping requirements.
  2. SHOP4SEATS THEN BLAMES THE CUSTOMER AND CALLS THEM A LIAR AND SAYS THE CUSTOMER RUINED THE SEAT. My pictures don’t lie, and again - I never put any product of any kind on the Shop4seat, nor my interior fabrics over the past 30 years, including the recently installed carpet. If anyone sprayed anything on these seats, it was Shop4seats.
  3. THEN THEY GIVE THE FALSE APPEARANCE OF WORKING WITH THE CUSTOMER by making an unrealistic demand for the customer to absorb the cost of shipping, knowing full well that the cost of shipping is as much as the product itself, not to mention I would be without a truck for months on end, i.e. no seats, no truck! (See others delivery complaints.) And then what, I get another seat that fades!!THIS IS NOT WORKING WITH THE CUSTOMER.
  

  If Shop4seats thinks it’s so darn cheap to send it *****, then they can absorb the cost of shipping.  They can make and ship me a whole new seat, and I’ll return their faded seat in the boxes provided and ship it back to them on Shop4seats nickel.  Shop4seats can then reupholster the returned seat for someone else.  THIS BEING A SHOP4SEATS PROBLEM, they know it will cost them more than $1500, so it’s realistic and reasonable to ask for $1500 so I can just take the seats to a local upholstery shop that can do it right in 3 days.
  They mask a false appearance of working with the customer. Buyers should take heed and avoid them all together.  I’m also requesting the BBB maintain their nonaccredited status and downgrade them from 1 star to no stars.   

• Initial Complaint

  Date:11/28/2022

  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 2 captains chairs that were sold as replacements for Sprinter Van seats and they were not. 1. The seat bolt pattern did not match the Sprinter base so an adapter plate was supplied. The bolt patterns of the adapter plate did not match the Sprinter base. After hours of over boring I enlarged the holes enough to mount the adapter plate.2. The seats did not have the Sprinter factory seat belt attachment system. As a "work around" tabs were welded to the adapter plate. The tabs were on both sides of the plate even though the seat belt attachment bolts only to one side of the seat. The driver's tab and bolt hit the parking brake making it necessary to remove and modify the plastic cover of the parking brake lever.3. To use the seat belt tab the seat's skirt fabric ("leather") had to be cut several inches as the seat slides while the adapter plate with its tabs does not, leaving ugly white backing and sloppy looking skirts. 4. When I called for suggestions for installation I was told they did not provide technical support because it was expected that the customer would hire "professional" installation. The seats were sold to me, shipped to me, and paid for by me. Refusing customer support cost me many hours of wasted time.

  Business Response

  Date: 12/12/2022

  Good morning, Apologies for the delayed reply.   This customer received their order back on 9/20/22.  On the same day he called in for tech support as he stated, but He was informed that we do have a "tech support" department that would be able to assist with installation.  Being that these products are going in a vehicle, for safety reasons we always recommend our customer to have a shop professionally install the products into their vehicle.  On that same day of 9/20/22 we sent the customer an email to reply to with photos of his questions/concerns.  We would have forward that email/photos to our production team to get answers for the customer however, the customer never replied.  From what the customer reported here, it sounds like he did some modifications to the to the items which would void the manufacturer warranty. 

  Customer Answer

  Date: 12/12/2022

  There is nothing to be gained by repeating my claim.  Advice from an old friend is, When you find four self in bed with a snake the most important thing to do is to get out of the bed.

  Sprinter customers be aware. 

  Business Response

  Date: 12/12/2022

  Good evening.  Per the customers response of his friends quote, It sounds as if this customer was not wanting to get a reply but simply leave their review of their experience.  As stated in my previous reply, on the same day he called in, we sent him an email to reply to with photos of his concerns of the products but the customer never replied to us.  The customer, then went on to modify the products himself and it sounds like he is not satisfied with the results of the modifications the customer made themselves.  The customer never gave us the opportunity assist him.   Although we do not provide "technical support" on installation, we wanted to help the customer but they simply never replied to our email with the information we requested. 

• Initial Complaint

  Date:08/11/2022

  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.

  I ordered a set of truck seats through this company. I was told I wouldn’t be charged until my purchase shipped. I’ve now been charged and was told my order won’t ship for 5 months or more. Customer service refuses to answer my calls, issue a refund or reach out. Many customers have shared the same experience. The money is being held hostage with zero communication. Not having the money back is damaging to my business and holding up a large project.

  Business Response

  Date: 08/12/2022

  Good morning. The customers statements are not completely accurate.  He placed his order online.  No where on our website does it indicate that he would be charged when his order ships.   I checked to see if the customer called in and spoke with a representative and perhaps there was a misunderstanding but the customer did not speak with a representative.  Attached you can find a screenshot showing there were no results found when searching the customers telephone number.  If the customer would like to provide any other phone number he may have called from, I am more than happy to check for those.   All payments for our products are taken in full at the time of purchase.   With that being said, I do apologize that the customer had not yet gotten a call back from his voicemail left on Tuesday.  We will go ahead and cancel the customers order and provide him with a full refund per his request.   Thank you and have a nice day! 

• Initial Complaint

  Date:07/26/2022

  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.

  Purchased a seat from shop4seats.com, had to wait months to receive it and that's not the issue, the headrest are made backwards. I contacted the company immediately and sent them pictures, they never returned my email or phone calls, after about a week I contacted them. I was on hold for several minutes, after they reviewed the pictures they said that was how it was supposed to look. I absolutely disagree, it looks nothing like the pictures online and it looks horrible facing backwards. This is also a safety concern for that the headrest help protect your head & neck in an accident, the way these headress are angled will do nothing but possibly harm your neck If you were in an accident. I spent $2073.00 with these people in these headrest are probably $20 to fix. Horrible customer service. I'm a business owner and I make sure my customers are happy, I have not been unreasonable with these folks, it's absolutely a rip off for them not to replace these headrest. I do have plenty of pictures if you need to see them.

  Business Response

  Date: 07/27/2022

  Good morning. The head rests were not made backwards, but replacement headrests will be sent out to the customer addressing his concerns.  Thank you and have a nice day!

  Customer Answer

  Date: 08/02/2022

   The reason I don't want to close the case yet is because I want to make sure they send me the right parts for the seat.  They would not work with me at all until I called you guys, I do not trust their word at all. As soon as I get the new head rest and they work then I will close the case. After contacting BBB Their attitudes have changed and they are being nice now. So hopefully they will send me the right parts and everything will be resolved.
  Sent from my iPhone

• Initial Complaint

  Date:05/17/2022

  Type:Order 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 ordered red seats with black piping for my Tahoe ******************************************************************************************** waiting to hear from they manufacture order number is ******

  Business Response

  Date: 06/23/2022

  We emailed this customer prepaid return labels, so the customer can return the order and be provided with a full refund.   The customer has not yet returned the products.  One of our customer service representatives has been checking every few days to see if the order has been shipped back.  The representative has also reached out to the customer by phone and email to confirm that they received the labels but the customer has not responded and her phone indicates that customer is not accepting any voicemail