Complaints

• Initial Complaint

  21/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the MID BACK EXECUTIVE OFFICE CHAIR. Other than leather, I got about every upgrade possible...even the adjustable headrest. I paid almost $4K, so I expected a quality, hi-end office chair AND customer service. Unfortunately, I received neither. The chair arrived broken from the manufacturer, but I didn't know it was defective immediately. I tried every adjustment possible to get comfortable and it wasn't until the chair started making a loud popping noise that I got down on my hands and knees to inspect the chair in detail. The seat leans down an entire inch on the left side, causing me to sit crooked (no wonder I had pain and couldn't get comfortable). Even though it was just past the 30-day return policy, I contacted the *** store I purchased from (****************). They claimed they would remedy the situation and reach out to Lifeform. I didn't hear anything for about a week and a half, so I reached out again to ***. They claimed they hadn't heard back from Lifeform and would try again. A day later I received contact from Lifeform with the claim made on the day I had last contacted ***...meaning that *** lied and never actually contacted Lifeform the first time. To make a longer story shorter, I've gone back and forth with *** and Lifeform. I've provided detailed descriptions and pictures with measurements, but both *** and Lifeform are not actually solving the issue. *** has "washed their hands of it" and Lifeform is demanding I give up my privacy by getting on a video call with them to troubleshoot. I told them I am not able to do a video call and to send out a technician to diagnose the issue...which Lifeform says that they will not. I keep trying to reach out to Lifeform but they are not responding. I am stuck with a VERY expensive chair that is unusable. Please do NOT make the same mistake I did by purchasing anything from *** or Lifeform. I should have went with a better chair, warranty, and customer service...like *********, *************************, etc.

  

  Business response

  15/03/2023

  In regards to Serial number ****** for a **** Ultimate Executive Chair in DreamWeave Black with a latitude headrest, deep contour seat, and T-****+ heavy duty mech.  LIFEFORM, is not able to offer a refund or facilitate a return. LIFEFORM is the manufacturer, and is located in ******* ******* ******.  If you are seeking a return/refund you will need to speak to the store, where you purchased the chair. 

  
  As the manufacturer we are able to assist with issues you may be having with the chair, with that being said, we do have steps that need to be followed.  We do not have a service technician and therefore we do require photos and or videos, and we offer troubleshooting over video calls.  If we are unable to diagnose the issue, due to insufficient evidence, we are not able to send replacement parts or help assist with adjusting the chair in a way that suits you best.  

  As part of our warranty if replacement parts are required, shipping and labour are not included for the new parts.

  
  With all this being said, it was brought to our attention that there is a current dispute pending with the credit card company.  On February 28, 2023 we sent an email, stating we had to put the claim on hold pending the results of the credit card company. 2 sernieros 

  
  1. If the credit card company found in your favour, your limited lifetime warranty would be void.  

  2. If the credit card company found in favour of the retailer, then we could continue troubleshooting the issue you are claiming.

  
  It was also brought to our attention that another BBB claim was submitted to the retailer, but placed against the incorrect store.

  
  ******** is an email from February 28, 2023.

*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. ↩