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Business Profile

Online Retailer

X-Chair LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 1 complaint 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:09/30/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Xchair . The chair lumbar/ back rest , will not hold once its adjusted , I have reached to the company but , i only got a replacement part , which still have the same problem .. Due to this issue the lumbar of the chair has created a lower back pain this issue was brought up to the company .. But never got a response

  • Initial Complaint

    Date:06/28/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 am having problems with the wheels on my chair and I have reached out to the company to ask for assistance and I cannot get in touch with anyone in customer service. It's like customer service does not exist. I just want to get some help with getting the wheels to roll / spin correctly. I should be able to get help with such an expensive chair. I don't regret buying it as of yet, it is just so unfortunate that the customer service is so poor. I'd like to see the company address me in the same way they addressed me during the sales process.

  • Initial Complaint

    Date:04/08/2023

    Type:Product Issues
    Status:
    Unanswered
    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 chair from X Chair this week. I spent a lot of time reviewing options, reading reviews, and deciding if buying a $600 chair was the right decision. It never occurred to me that this company would charge a ridiculous fee to return a chair. Yes, this little nugget of information is on the site, but conveniently buried. It is not highlighted during checkout nor is the buyer required to acknowledge this before buying. Had this fact been adequately indicated anywhere during the checkout process, I would have NEVER made this purchase. Of course, that must be intentional. How many buyers would abandon their shopping cart if that fact was made clear? I bet its a bunch! I live in Florida and I wear shorts most days. This chair feels like sandpaper on bare legs. I cannot believe more reviewers wouldn’t make this note. I sit all day, and I really wanted to love this chair. I wouldn’t have pulled the trigger on $600 otherwise. The reviews and comments made it seem like a life changer. Additionally, the box was poorly packed and some parts looked like they were repackaged from a previous purchase. To add insult to injury, I’m being asked to pay $150 for a chair that just doesn’t work for me, and could possibly contain parts that were used. I want my money back. Returns are the cost of doing business and should NOT be passed to customers.

  • Initial Complaint

    Date:12/16/2022

    Type:Delivery 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.
    My complaint is a complete misrepresentation of their promises. They very clearly state in several locations on the website their shipping policy. The policy indicates that if an item is In-Stock, it will ship within 48 hours. If not, they will contact and provide an update.This is not the case. They knowingly list items as being in stock when they are not. They do not contact the buyer to inform them of the delay. The contact support do not provide any information. I placed an order on 11/23 with their website guaranteeing the order would ship. I never received any word about the delays. I reached out to them on 12/6 for information. Was told it would now ship on 12/15. Today is 12/16 and I reached out agian. Now they are saying it will ship "later this month". I would never have placed this order if I had known this was going to be an issue.I would cancel the order but I was sent upgrades separately and have received them. According to their policy, I would be required to pay for the return of the items already received and pay a penalty for the cancellation. It's is deceptive business practice. The site is still showing the item as In-Stock and guaranteed to arrive by Christmas, even though they know it isn't.

  • Initial Complaint

    Date:12/15/2022

    Type:Product Issues
    Status:
    Unanswered
    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 paid $824.99 on Nov. 26, 2022 for one ***** M9 chair. The business committed to providing me with a BRAND NEW chair: the ***** M9. They were having a Black Friday sale. I think they are committing fraud by doing so: older returned merchandise has been re-packaged and made to look new. Then it is sold at full price. The only reasons why I am saying this is because I received a very beaten up box, reapplied tape all over it covering a hole, an unsealed plastic (easily removable and put back on around the body of the chair), a dirt smudge on the actual body of the chair, and scuffs/scratches on the base. Additionally the website is very misleading. I was under the impression of a "no risk" 30 day trial, but there is a risk; they will revoke 130 dollars from the refund upon returning the item back to them. Another thing is what they are calling their "12 year warranty" isn't really 12 years. They are hoping you don't read the terms of their return and warranty policies, baiting for sales. See: **************************** (unfortunately only having found this video after I made the purchase).I contacted them via email and their solution was to send me a new base without scratches, refund me 50 dollars, and I am assumed to have to clean the dirt smudge off the white fabric myself. To me this is very miniscule and not an adequate enough solution. I want a brand new chair or to be able to return it for a full refund. They are not willing to work any further with me than what they have unless I pay them the 130 dollars to return the item to them. I may go to my bank and file a transaction dispute, but that doesn't always work. If and when I do that, I'm assuming they will ask to see a full thread of emails where I had tried to resolve the issue with ***** first. In any case they may side with them and say it had been resolved. Just for reference I might pay a total of $400 for one of these used. ripped me off ***** (************) ***** Order #**********

  • Initial Complaint

    Date:11/29/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an X chair model X3 office chair May 21, 2022 Paid $ 848.99 USD with shipping and 15 year warranty . The chair was " refurbished" but came with zero defects as far as I could see and likely the mechanicals were repaired. The fabric was brand new. The fabric on the seat started wearing and piling very rapidly . For a high end chair this is unacceptable. I filed a warranty claim , Their response: Thank you for filling out the warranty form, and I'm sorry for the issue you're experiencing with your chair! I did take a look at your order and see you did purchase one of our X-Conditioned chairs. X-Conditioned products are expected to function like new, but are refurbished and may have cosmetic flaws. The nature of this issue does not affect the functionality of your chair, so it does not yet fall within our warranty parameters. "This chair had zero cosmetic flaws when I purchased it. The wear is a manufacturing issue and came about as I used the product and must fall under the applicable 15 year warranty they provide on refurbished products . Their response is actually fraudulent . The order number is #********** I am shocked at their response . They claim it is under full warranty and yet now magically they claim a refurbished has no such coverage . This is fraudulent .

  • Initial Complaint

    Date:10/23/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Ordered the chair on 9/4. The back of the chair just did not fit my wife, so we decided to return the chair. The website promised "30 DAY RISK-FREE TRIAL". I initiated the return process on 9/12, received the return box, I carefully repackaged the chair, and ***** picked up the return on 9/17. It is now 10/23 and I still have not received my refund. They have stopped responding to my emails. I have also called multiple times, they confirmed they have received the chair and said they will reach out to 'accounting', but I still have not got the refund and no one called me back. They now have both the chair and my money still. Do NOT do business with this company.

  • Initial Complaint

    Date:09/08/2022

    Type:Product 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 bought a chair online from x-chair on 7/8/2022.I received notice on 8/1/2022 that my order was fulfilled - ***** tracking number ************. ***** arrived on 8/4/22 with the package, the package was damaged, hole in the side of the box, taped ripped off the bottom of the box. I refused delivery and ***** returned package to shipper. The damaged box was delivered to the shipper on 8/8/2022.I contacted X-chair on 8/8/2022 and they confirmed that the damaged box was returned to them and the return would take 5 business days before my refund would be processed to my credit card.On 8/21/2022 I called customer service again for X-chair and said I do not see my credit for the returned merchandise. I was told they never processed my return, but again confirmed that the merchandise was returned. The customer service agent said he would issue the return.On 8/21/2022 I received an email from X-chair which included the return authorization form RMA5740 saying that I would receive a refund in the amount of $674.99. It is September 8, 2022 and I have still not received my refund of $674.99.

  • Initial Complaint

    Date:09/07/2022

    Type:Product 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 was approved for a return, and I returned the item I bought, but it's been 10 days, and I've received zero yodate, and still have not received my refund. It's like they took my money, and ran. I now have no chair, and no money back, I did everything correctly. This company is awful, and completely irresponsible. They send defective items, and the return process is bad, and even after returning the item, they don't give you your money back!!! I want my money back, I returned the item!!!

  • Initial Complaint

    Date:08/17/2022

    Type:Product 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 have not received a refund for the additional armrests returned with the chair which X-Chair received on July 25, 2022. They indicated this would be expedited on August 7th. The amount not refunded is $174.99.

    Customer Answer

    Date: 10/13/2022

    ---------- Forwarded message ---------
    From: ******* ****** **********************
    Date: Wed, Oct 12, 2022 at 1:50 PM
    Subject: Complaint #********
    To: <[email protected]>

    I have received a refund from X-Chair.  Please consider this matter closed.
    Thank you for your help

X-Chair LLC is NOT a BBB Accredited Business.

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