Complaintsfor4Seating.com

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased from 4seating.com, transaction date 6-21-23, 1 Seatcraft, Vienna model $ ******** theater seating, Gaurdian Protection Products 5 year extended warranty $ ****** and White ***** delivery and set up $ ******. Within 2 1/2 months with the right hand seat in recline position the foot rest with a width of 2' across was tilting by at least 1" from left to right.I called 4seating.com, I was told a new seat would be sent at no charge but it would take 3 months to make and ship. I could not make an appointment with installer until the seat arrived.When the seat arrived here in mid January I called installer to schedule, 4th week in March was the first appointment available. We did work it out to an earlier date in March. Installer came and replaced the 2 seat bottoms. By March 20th 2024 I sent photos of both seats in the recline position laser leveled. The original left seat was perfectly level and the right replaced seat was not only out of level by the same 1" as before and did not recline as far back so the foot rest does go as high as it should, in the upright position the right seat back does not return to the complete amount equal to left seat back by a couple of inches. I called 4seating .com to go over the photos I sent.I was told that it was impossible for 2 seat bottoms to have the same issue. All I could say to customer support and yet here it is..I was connected with *******, customer service supervisor, and was told the same thing, it was impossible..I told ****** the same thing..and yet here it is. ******* put me on hold and when he returned I was told he went to the **** and then the President. Both stating they agreed with *******. After going back and forth, ******* stated all he is willing to do is send another seat bottom and I would have to pay have it installed myself. When asked several times, what happens when the new seat bottom does not fix the issue, I was told not to worry by the time I get it the manufactures warranty is over.

  

  Business response

  05/02/2024

  Good morning.  The customer reported his seat leaning to one side, so we replaced the seat and mechanism on that side of the sofa.  There is a lead time for certain replacement parts. We then outsourced a furniture technician for the customer.  We do not have any control over the technician's schedule/availability.  The customer complained about his appointment date, so we outsourced a different technician that was able to accommodate a sooner date for the customer.  The tech replaced the seat, and the tech does not mention the sofa having the same issue within the tech report.  The customer sent in photos from a side view of his products and a laser on the seats.  The representative that the customer spoke with saw no issue with the photos he provided, I reviewed them and also saw no issues.  I then reviewed the photos with both our VP and the president who all agreed.  The customer is correct, we did inform him that it's not possible for the 2 seat bottoms to have the same issue especially when the replacement seat was not manufactured at the same time as the original. The replacement was special ordered and manufactured when it was ordered.  We told the customer the issue is likely with their carpet or flooring in his room that is uneven.  The customer became upset over this notion.  We offered the customer a 2nd replacement at no cost as a courtesy, but he would have been responsible to replace the seat bottom himself or hire someone to do it on his behalf.  The customer did ask many times "what if" questions but he was not told to "not worry".  He was informed that at that time he would need to reach out to Guardian, the extended warranty company as he would be out of the 1-year manufacture warranty.  The offer for the free replacement seat is still available for the customer he just needs to call us and request it.  Thank you. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been waiting for 19 months for a replacement part on my couch every time I call and they say were looking into it and will call you back and they never do

  

  Business response

  02/09/2024

  Good morning.  This replacement order was a special order and unfortunately the manufacture has experienced several manufacturing delays.  We do apologize for the delays and that it has taken longer than expected.  We went ahead and pulled the replacement armrest from an instock seat yesterday and it has shipped out.  Tracking information was sent to the customer yesterday via email.  Per the ***** website, it is estimated to be delivered to the customer on 2/15.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I'm lowered to filing complaints, calling attorney generals office, filling out forms, and then reaching out farther to get help for my circumstance.  I'm not too happy about everything I explained and more, I've literally never sat in a couch that gives me more pain...I paid $**** with a date of September 19th on the cashiers check. I received my order when I wasn't able to open it and wasnt home. Once I did open it finally on November 19th (if you knew what all has been happening in my life like Ive relayed to them then you would understand why it toom so long...) There were multiple issues which are supposedly covered by warranty which I haven't acted upon yet because I'd rather not even have this couch at this point because it literally puts me and my woman into more pain and not a "very comfortable couch" which I was told before purchasing. I attempted to contact for a return and refund but the short 30 day period has already past obviously. I thought just maybe after showing proof that I opened the couch on November 19th which I had sent in photos to their sales representative Joseph Ybarra through text, that they would escalate my case to be able to work with me but that isnt the case. I sent in an email on November 26th which was a week after opening the couch about issues with the couch but I wasn't responded to very quickly. I've sat in this couch less than a month now and couldn't be more disappointed. Sure its the most beautiful thing you could ever lay your eyes on and ungodly expensive materials and craftsmanship but that meant nothing when I attempted to get used to sitting in this thing. If I was even able to go through with a refund, there's a 30% restocking fee which is over a thousand dollars and I live on an SSI budget of just over $900 a month which barely helps cover my survival. 30% of $5000 from my passed away father's account used for this purchase to me is a huge amount of money... There's much more to explain but no space left...

  

  Business response

  12/20/2023

  Good morning.  Unfortunately, this customer is past the 30-day time frame to be able to make a return.  The customer states - "if you knew what all has been happening in my life like I've relayed to them then you would understand why it took so long".   I would like to make sure the BBB is on the same page.  The customer is wanting to return their seats however, per our return policy customers have 30 days to return their order.  With returning an order a customer would be responsible for a 30% restocking fee and the cost of shipping round trip (original & return shipping).  Additional fees would apply if the customer does not have the original packaging.  This customer received their order on 10/12/23 which gives them until 11/12/23 to call and make a return.  The customer contacted us on 11/21/23 for the 1st time.  At this point in time, he is already passed the 30-day time frame.  He reported some issues with the cup holders and accessory mounts which are simple fixes, and we are currently assisting him with these issues.  The customer then stated he did not find the seats comfortable and wanted to return them. We explained that he was outside of the time frame to do so, and he went on to explained that he was not able to call in sooner because he was in jail for crashing into a tree while drunk driving.  The customer sent us the same gruesome pictures he attached here as well.  We explained unfortunately that the 30-day time frame to make a return begins when they receive their order, not when they have the opportunity to open and use the seats.  The customer stated to us he was in jail for 15 days, so the customer did have the other 15 days in that 30-day window to contact us.  The customer threatened to contact his attorney on us, since he is currently trying to sue GM because his air bags didn't deploy during his drunk driving accident.  We provided him with the recorded calls to review with his attorney, so perhaps his attorney can explain to his client that being in jail would not be a reason for a company to be forced to overlook their return policy.  The customer then stated that he will be looking for anything to complain about and we are afraid the customer is now going to be causing damage himself to the product such as the bolts he provided pictures of. He did not mention this when he originally contacted us.  We can help the customer address any manufacturing issues, but the manufacture warranty will be Void if the customer causes any intentional damage.  Thank you for your time! 
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I purchased "**** Power Straight Row of 4 *********** Love Seat" set from 4seating on 07/10/2023. The set arrived damaged (shipping box was damaged). I took pictures of trh box before opening. After opening and assembling the set, I saw the extent of damages and defects of thr set I received. I contacted 4sesting by email and by phone many times (first time on 07/18/2023) to report the issues and request resolution. They informed me that they'll send a replacement cover and a technician to install for one of the issues, and informed me that they are looking into options to resolve the rest of the issues. I have been waiting to hear back about the resolution of the rest of the issues, but they haven't shared that with me. Every time I call, they say they'll look into it and inform me when they check with management. This has been their response every time I call (almost weekly). Even thr replacement cover is not done yet. I paid for the set back in July and I should been enjoying the set I purchased since July 18th, but unfortunately I wasn't able to since the set is damaged.Here are the issues I reported:1- Package Damage. 2- SEAT 1 the one with two armrests: This seat has two issues. The main issue is a large round stain/discoloring on the seat. The second issue (secondary) is the gap in the cushioning where the decorative stitched lines extends across the seat. 3- SEAT 2 the one with no armrests. This seat has an issue in its measurements where the seat doesn't extend as far as the other seats. Making it look as if the seats don't come from the same set. It is very noticeable as we look at the whole set.4- SEAT 3 the one with one armrest. The skirt in the back is crumbled and damaged due to the packaging damage.5- SEAT 4 the one with one armrest (the other one), has a similar gap in the cushioning as explained in 3. Again this is a secondary issue, but still noticeable nonetheless.Please help escalating this issue.Thanks!

  

  Business response

  11/22/2023

  Good morning.  Although the boxes were damaged, there was no shipping damage to the customer's order.  There is a discoloration on one of the seats, one of the backrests flaps was wrinkled due to the way it was packaged from the factory and one of the seat cushions is not as plush as the others.  These are not "damages" caused during shipping.  The customer was informed that as soon as he receives the replacement seat cover, we will have a furniture technician replace the seat cover which will replace the cover with the discoloration. The technician will then smooth out the wrinkles on the backrest flap and adjust the seat cushion so it can be just like the other seats.  The replacement cover shipped out 2 days ago ****** Tracking ************) on 11/20/2023.  The customer was aware that there was a lead time for the replacement cover as it had to be special ordered.  We let the customer know when the replacement order was made of the lead time and to contact us when he receives the part so we can get him scheduled with the furniture technician. Again, the technician will be able to address and correct all 3 issues.   Thank you. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the Seatcraft Heavenly Bella Black couches on January 1, 2023 (Order #******). More specifically, 2 wedges, 4 armless chairs, 4 ottomans with white glove delivery for $5791.36. I am extremely dissatisfied with the workmanship on the couches. *** owned them for a little over 4-months and feathers are coming out everywhere. I understand and expect that down/feather filled couches can shed, however, not at this rate and not this new. Feathers arent just coming out at the seams; they are coming out everywhere. Additionally, the seating support is also important to note and speaks to the lack of quality on the couch. The couches sag from the shortage of filling making them hard and uncomfortable. On May 10, 2023, I contacted the company regarding the quality of the couches. Feathers were coming out of all the seams on the cushions. The company requested images of the couch and manufacturing label. Between May 12, 2023, and June 15, 2023, I contacted the company over 15 times requesting replacements. On June 13, 2023, I requested a FULL refund due to the lack of response and resolution to my request. I would simply receive an e-mail response stating that they were looking into my request. On June 15, 2023, I received an e-mail stating that I was past the time that I was able to request a refund and that replacements would be shipped soon. I received an e-mail with the confirmation of replacement order with an estimated ship date of September 26, 2023. Unfortunately waiting another 4 months for couches is unreasonable and we had to purchase another couch. Based on the companys website they are proud of the high quality of their product and that customers are protected by a 1-************ Warranty which covers one-year of comprehensive coverage for all components such as materials, foam and frame parts, and mechanisms from defective materials or workmanship.

  

  Business response

  06/26/2023

  Good morning, any returns would have to be done within 30 days of when the customer received their order. A return of the order for a refund would not be an option for the customer at this point in time.   A replacement order has been made for the customer (order #*******.  Every cushion is going to be replaced on the customer's order.  We do not carry replacement cushions in stock, so they would have to be special ordered which is why there is a lead time and estimated ship date of 9/26/23.  We do apologize for the lead time, if they arrive any sooner the replacement order will ship out sooner.  Thank you and have a nice day! 

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb. I purchased a theater chair for $1300. It didn't work from the beginning. I contacted the company and they said the machine part needed to be replaced and they would send it. They sent the wrong part. They agreed to send the proper part and that took several weeks. It arrived, but the repair person has never shown up.I am now Stage 4 Metastatic Carcinoma and not hopeful of treatment success. The least they could do is make me comfortable by fixing the chair BEFORE I pass. I've instructed my sister to return the chair upon my death and get a FULL REFUND if it has not been fixed by then.

  

  Business response

  05/22/2023

  Good morning,  We tracked the replacement part and it was delivered to the customer on 5/15/23.  We do ask out customers to reach out to us when they receive their replacement parts so we can schedule a tech for them.  I checked our call logs and seen where the customer had called to check status of the replacement part but there was no call informing us he had received the part so we can get him scheduled.  A tech request has now been put in and he should be getting a call within a couple business days to schedule a service date.   Thank you and have a nice day! 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 6 stadium seats from 4seating. There were several issues with functionality. I contacted customer support (CS) on 11/8/22 and provided documentation and photos (order number ******). CS said they needed to follow up with **********. I have contacted them many times since (most recently on 1/11/23 and 2/18/23, but they are no longer responding). I paid thousands for these chairs and expect them to operate as advertised. The company needs to send one replacement chair that properly reclines and vibrates. I have provided them with detailed photos and hope they will be more responsive to you. I appreciate any help you can provide!

  

  Business response

  02/23/2023

  Good afternoon.  The customer service representative that was assisting the customer is no longer with the company.  She did start the process of having the seat replaced however, it was never completed.  We do apologize for the delay in having this corrected.  The replacement order has been made for the seat.  The customer will be receiving an email with the copy of the replacement seat.   Thank you. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a home theater seating sofa which arrived with a backrest in-operational. A new backrest was ordered and five months later I have received it. The rep I spoke to stated once it arrived to call them and they would send a tech out to install it. I called today and that rep is no longer with the company so I am told by this rep they will not send a tech out, only an email with a video to do it myself. My husband and I are not young spring chickens so we originally paid extra for white glove delivery to have it brought into the house and assembled. This rep ****** that has nothing to do with a replacement piece, which is only required due to their own lack of quality control, and I should get a friend or relative to help. I shouldn't have to be getting anyone to help and I shouldn't be replacing it myself, regardless of how easy this particular rep thinks it is. Whether or not the first rep is no longer there is irrelevant. I was told by a 4seating.com rep in an email and accepted in good faith a tech would be sent here to install it once it arrived. This new rep is now back pedaling on the previous rep's ***** This company sold a faulty product and is putting the burden on the customer to fix their error. I will also have to pay to have the old backrest hauled off, so in essence I am again paying for their mistake since I already paid to have it assembled once it arrived. This company is in no way standing behind their products with these actions.

  

  Business response

  02/22/2023

  Good morning.  The white glove delivery is for the initial delivery of the order, the white glove agents are not furniture technicians, the delivery of the order does not have anything to do with the delivery of a replacement part.  Their was an issue with the customers backrest, so a replacement order was made for a new backrest and it was sent directly to the customer via FedEx.  We do not normally send furniture technicians to replace a backrest.  We have a video explaining exactly how to do so.   As a courtesy for this customer we will proceed with having a technician replace the backrest for them.  The furniture technician will not take the old backrest away. The customer can keep or dispose of the backrest, we would not need it back.  They would not be provided reimbursement for disposing of the backrest, it would fit in a trash bin.   Thank you. 

  Customer response

  02/22/2023

  I accept a technician being sent to my house to install the backrest. Courtesy Appreciated. However, although the backrest will fit in  the trash bin, according to my trash collection company, I will be charged an extra $12 for it's disposal. If the defective backrest was my fault I would have no problem paying that charge. It is not my fault, this company is at fault. I should not have to incur an extra charge of $12 to dispose of this item when I paid close to three thousand dollars for the sofa which arrived in an inoperable state.  Request reimbursement of $12 for disposal of defective backrest. 

  

  Business response

  02/22/2023

  Good morning, We are providing a technician to the customer.  The customer would be responsible for disposal of their old backrest. 

  Customer response

  02/27/2023

  I, Reject and Object, to 4seating's refusal to reimburse for the disposal fee.  4seating.com shipped a defective product, apparently this occurs quite often, and has placed the burden and cost of disposal for that defective part on me, the customer.  They feign ignorance of being the root cause of my having to incur that extra expense.  I will absorb that cost by default, like so many others before me.  I, Reject, the business's previous response to send a tech to install the backrest.  It is not a "Courtesy" 4seating - it is your "Obligation" to correct that which you have wronged. I have not been notified of what company they will be using; yet, I am plagued by calls from *************** Furniture Repair of which I can only assume is the repair company they use.  My private number was given to this company without my knowledge. I mentioned in my previous response for 4seating to contact me with the name of the company they were using to conduct the repairs.  A simple request requiring no expense on their part of which if there was, I would be paying it.  I have received no communication from 4seating nor was it mentioned in their recent reply.  According to customer reviews, ************** is another dissatisfying company of which I will not be dealing with.  The fact that 4seating would resort to using such a company is indicative of their very own nature.  I will absorb the cost of having the backrest replaced as this is the manner in which 4seating operates. 4seating.com is a BBB ****************** with an A+ rating of which it is in no way deserving of.  I understand reviews are not factored into that rating, but perhaps they should be.  The fact that this company has a one hundred percent response to customer complaints means very little upon reconsidering it.  Those complaints where the customer was not satisfied with the resolution but the company was, should be earmarked. Those complaints all carry common themes.  Receipt of damaged/inoperable products being the front runner, lengthy replacement times, customers incurring extra expenses caused by 4seating and poor customer service to name but a few.  The BBB Accreditation, rating and complaint response has been misleading. I consider those factors when deciding which company to do business with.  My Bust.  In the future, I will rely solely on customer reviews across the world wide web to assist in deciding which company to do business with and resort to the State's Attorney General if assistance is required.  If I had done so to begin with and had not strayed due to the BBB's findings, I would have never considered doing business with such a disreputable company. The BBB's findings of an A+ rating for 4seating.com benefit only 4seating.com.  I surmise that is the reason 4seating.com maintains an accreditation.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  6/13 ************* sofa with white glove delivery (order #******) from 4Seating (4S)6/28 Sofa delivered. Install tech notes that 1 power headrest is defective. Contacted 4S, they request more info along with pictures - sent same day.6/30 7/5 7/19 Ask 4S for resolution, no response 8/2 4S asks again for info/pictures of defective part that were sent back on 6/28. Resent immediately.8/3 Ask 4S for resolution, no response 8/4 4S responds they will look at the info sent them twice. Responds backrest needs to be replaced as fixing it would require cutting through the leather.8/5 Receive automated email from 4S that order #****** has shipped, presumably the replacement part 8/8 Shipment received consisting of 2 unknown hinges. Contact 4S asking them why they sent hinges when the backrest is defective. 4S responds they will now put an order in for the correct part.8/9 4S emails asking again what part needs to be replaced, respond to them again. Receive order confirmation from the company with no ETA as of yet 10/24 10/27 11/3 Ask 4S for ETA, no response 11/17 Replacement received 11/29 Receive text from repair company that next available appointment is 12/21, confirm ****pm timeframe 12/21 Receive call from repair company after 2 that due to "medical emergency" will need to reschedule. Receive text with new repair date of 1/17. Call/complain to the repair company about having to wait another month for repair, they say there is nothing they can do 12/23 Receive email from 4S that repair company told them we weren't available for the appointment. Let company know the repair company was the one who cancelled.12/30 4S offers us $100 to swap parts ourselves. Tell them we want repair company to do it to assure its done correctly and that they take defective parts away 1/17 ************** replaces part, says they cant take defective piece with them 1/17 1/18 Several people within 4S say they wont pay for disposal of detective part

  

  Business response

  01/18/2023

  Good morning, This customers backrest was replaced and we had a furniture technician replace it for them.   The technician is outsourced and we do not have any control over their scheduling and unfortunately the emergencies that they had are unforeseeable and again not something we have any control over.   We  did offer the customer a partial refund if they chose to swap it out themselves.   The average service call is $75.00 that is paid to the tech company but we offered the customer $100 if they wanted to swap it out themselves.   They chose to have the tech do it.  The tech replaced the backrest for the customer.  They would not take the backrest back with them.  We would not require the backrest back, so we are not charging the customer any disposal fees.   If anyone is charging the customer to dispose of the backrest, it is not 4Seating and we have no control over this fee that the customer states he is being charged.    Thank you.  

  Customer response

  01/18/2023

  They sent me a defective headrest.  Yes, they finally had it replaced 6 months later - however they left the defective backrest behind.  So now I need to pay to dispose of this backrest since they won't take it with them?  They are causing me to incur an additional cost to have the defective backrest disposed of - something they should have taken care of it.  Spin it anyway they want, but they are costing me additional money because they dont stand behind the products they sell.

  Yes, they offered $100 for me to do the replacement myself - only after 5 months of waiting and having the repair company cancel at the last minute.  However as I replied to them, I wanted to ensure that it was done correctly and the defective piece was taken away.

   

  

  Business response

  01/19/2023

  Good morning, When a replacement part is needed or even a replacement seat, the original is not required back.  Had the seat needed to be replaced, we would have sent the customer a replacement seat, and the customer would be able to keep the original seat to use as is, donate, or dispose of it.  In this case, only a back rest needed to be replaced.  We provided the customer with the replacement backrest (yes there was a lead time) and we sent a technician to replace the backrest.   The technician would not take anything away with them.   The customer can keep the backrest or dispose of it, we would not need it back and we would not send someone to pick up the backrest.    Thank you and have a nice day! 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Did not authorize a purchase on PayPal for the amount of $1,014.10. I filed a dispute with my bank and PayPal . You need to give my refund asap or I will take you o court .

  

  Business response

  12/27/2022

  Good morning, The persons order was canceled and refunded. 

  This person placed an order online. She provided her payment information on our website and completed the order.   She did call in and spoke with a sales representative and asked questions about our risers.  No payment information was provided to us during this call.  As stated above, she placed the order online.   She then called in claiming she did not authorize us to take payment.  She immediately opened up a PayPal dispute and made this BBB report.  This person was rude to our employees, I listened to the phone calls and one of our representatives was in the process of helping her but she called our representative a "crazy white woman" and hung up simply because she used the customers first name.  If the BBB would like to review the phone conversations I can provide them if needed. 

*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. ↩