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Business Profile

Furniture Manufacturers

TheaterSeatStore

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Manufacturers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Product Issues
    Status:
    Answered
    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 32 theater seats from TheaterSeatStore, totaling nearly $12,000. The seats came within the two week time frame they were supposed to. After dismantling the theaters that were to receive the upgrades, we realized there was no hardware included in our order. I contacted the company and explained the issue. The company stated that they would put a rush on the hardware. After two more weeks, the hardware still hadn't arrived, so I called again and finally spoke with a manager (***** ********) who stated she would again put a rush on our order. After 5 days, I received a package with the hardware for 5 seats. I contacted ***** again, because each theater was getting 16 seats. ***** has not returned my calls since Friday, 3/21/25. These theater seats are for rental homes in a resort in ***************, *********. It is currently a busy time for us with Spring Break. Because the theaters were disassembled, we are not able to rent these homes out and had to move guests to different homes. This has resulted in lost revenue for 3 weekends, for two homes that rent for over $1000 per night. TheaterSeatStore is not responding to the messages and calls. If I were to purchase the hardware needed for these seats on my own, I am looking at almost $800. I don't think I should have to pay for the hardware since I already paid for it.

    Business Response

    Date: 03/31/2025

    Hello,

    The hardware in question was shipped with his order. We have no way of knowing if it was just mis-placed after is delivered or was lost in shipping. The *** that he originally worked with is very new and still in training and did not get this out as quickly as the customer would have liked. When he spoke to me, ***** *******, I did have the shipment rushed not know the incorrect amount was ordered for him. The customer has spoken to one of my employees stating that I am not returning his calls. I have no missed calls from this person and absolutely no messages. I checked my phone line and there does not seem to be an issue reaching me so I have no comment on this complaint as I am very responsive to all messages. All new hardware was shipping again immediately with *** tracking 1ZX452210392829835 and expected to deliver tomorrow. 

    ***** Jennett 

     

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 contacted ***************** prior to their memorial day sale to purchase a massage chair with heat. This is the contents of the email he sent to me. I quote, " Hi there, This is **** from www.theaterseatstore.com. I just wanted to reach out as our Memorial day sale has now gone live, and the prices are better than expected . It may be good to take advantage a bit early before all the stock is gone. Here is the link to the specials:************************************************************************* me if you have any questions or would like to discuss placing an order at the best price: ************.Thanks ** ***************** THEATER SEAT STORE ******************************************************* Sun-Thurs D: ************** E: ********************************** end of quote.I took advantage of the offer, and I told him that I wanted a massage chair with heat, just like the one I use in the gym after I work out, and I am 6ft tall.The order was place on 5/23/2024. I was told to wait 2 months for the chair. It arrived on 8/23/2023, without heat and massage features.I spoke with ***** about the problem with wrong chair they sent to me.She said that they would send me the correct chair and make arrangements to have the wrong chair boxed up, at the same time they deliver the new massage chair. She said not to worry that they had the heat and massage chairs in stock, and the correct chair would be shipped in a week.The 2nd time I spoke with ***** for tracking information, she said that she was going to check their call logs, to verify what I had said initially. I told her that I placed the order with ****, to check with ****. He knows that I called him to purchase a massage chair with heat.I have made several calls to **** and *****, and I left messages for them, and I have not heard back from either of them.I am at my wits end, and that is the reason I contacted your office.Customers should not be treated this way.I would like you to please help me.Thank you.

    Business Response

    Date: 09/18/2024

    The phone calls were reviewed and although the customer did mention she wanted a chair like they have at her gym she never mentioned the chair at her gym had heat and massage. Regardless, we have already agreed to replace the chair for the seat that she wants and have waived all return and restocking fees of the chair that she has. The customer will only be responsible for the difference in price if any and the replacement is already in process. 

    Customer Answer

    Date: 09/18/2024

     
    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.

    Additionally, I would like to find out what are the additional costs you mentioned that I would have to pay to avoid any further problems or delays, because in the past, in good faith, I previously stated that I wanted to resolve this matter quickly and I offered to pay any additional costs.

    Please specify the dollar amount so this matter can be resolved as soon as possible.

    Thank you.

    Sincerely,

    ************************************************

  • Initial Complaint

    Date:06/21/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 4 media chairs from Theaterseatstore on March 5. 2023. They told me it would be 2 weeks until delivery. 2 months later they finally had the chairs ready for delivery. **************** showed up and couldn't delivery the chairs because they were missing parts are couldn't be put together. Waited another 2 weeks and they said they had the parts, chairs showed up still missing the parts but they company told me to keep the chairs and they would send out a "tech" to fix the issues. On top of the chairs arriving missing parts they also arrived damaged. Well a tech wasn't available for 5 weeks so then the tech shows up and some of the parts they sent were wrong. They have now sent parts 3 times that are not correct so we still have damaged chairs. During all this time customer service has been horrible and we still have damaged chairs 4 months later. Every time I call they say a manager is not available, I can't get a hold of anyone to actually help me. I don't want these chairs anymore because they are such a horrible company and its been months of no help or solutions.

    Business Response

    Date: 06/21/2023

    I personally spoke to ****** for the first time yesterday. The chairs are not damaged however the cupholders are scratched. Although new cupholders were sent out, they were not the correct cupholders. I advised ****** that if I could not locate the correct cupholders by the end of the business day today then we would pick up the seats and provide her a full refund. I was able to locate the cupholders that the customer would like and will follow up with ****** today to get these sent and this issue fully resolved for her. 

    *************************

    Director of Customer Service 

TheaterSeatStore is NOT a BBB Accredited Business.

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