Complaints

• Initial Complaint

  02/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a complaint against autonomous due to their ongoing failure to resolve a payment issue. I have attempted multiple times to place an order on their website using a valid credit card, but the payment keeps getting declined. Despite contacting their customer support several times, I am repeatedly told the issue will be fixed, yet nothing has changed.This has caused significant frustration and inconvenience, as I have not been provided with a clear solution or alternative payment option. I believe this reflects poor business practices, and I am seeking your assistance in addressing the matter.I would appreciate any help in ensuring the company takes this issue seriously and provides a proper *************** regards,*******

  Business response

  02/10/2025

  Hi there, 

  Thank you for taking the time to re-address your concerns. Upon further review, the finance team has been consistently working on this case alongside the assigned agent that was working directly with the customer. It's seen that there were multiple failed attempts on placing the order due to the payment gateway detecting fraudulent activity, not enough balance and alternating order detail between two different email addresses used. Since the attempts were continuously being made throughout the duration of the time period where our finance team was working with the payment gateway directly, it kept resetting the payment gateway processing. However, it does appear that there is a successful order in process that has already been addressed. The active and successful order is currently being prepared for shipment and tracking will be automatically sent by the order system the following business day of the shipment processing. This means the tracking will be available via email by tomorrow as it's being prepared for shipment today. 

  I hope this provides further clarification on the order process. Should you need any further assistance, please feel free to reach back out to our team at any time. 

• Initial Complaint

  10/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made the purchase on May 29, 2024, and after the product was found to be defective tried to return it to autonomous. I was not getting anywhere with customer service and opened a dispute with my credit card company(*****). After this, autonomous was willing to refund my money if I cancelled the dispute and returned the desk. I obtained promise of this in writing, cancelled the dispute and returned the product to Autonomous as agreed. On June 29, 2024, Autonomous confirmed receipt of the returned item and claimed to have initiated the refund process. However, as of October 13, 2024, I have not received the refund. Autonomous claims that the refund was processed via their payment gateway on July 1, 2024, and indicated that the amount should have appeared in my account within 5-7 business days. However, after multiple follow-ups with *****, I was informed that no refund has been credited or is pending on my account. I have communicated with Autonomous regarding the missing refund, and they have claimed that they have no further control over the situation. I have also searched my statements for any transactions related to the dispute and contacted my bank multiple times to verify, but none were found. Despite following their instructions, I have not received any resolution or clear timeline for when the refund will be processed. I am now left without my funds and without a product for several months after returning the product.Attached is correspondence with customer support who confirmed that I would receive a refund after I returned the desk, proof of receipt of the return to Autonomous, and bank statements on the card used showing no refund.

  Business response

  10/15/2024

  Hi Tanner,
  We apologize for the frustration caused by the issue with your desk. We understand that this has been a difficult experience for you, and we want to assure you that we're doing our best to resolve the matter.
  Our standard procedure is to try to resolve product issues first, and if that doesn't work, we provide a replacement or new product. Unfortunately, in this case, there was a dispute opened with your credit card company, which limited our options to only returning the product.
  We accepted the dispute and processed the return, even though you had cancelled it, as it was still showing active on our end. Unfortunately, this means we can't process a refund directly and have to rely on the dispute resolution process.
  The charge has been deducted from your balance, and we're currently unable to take further action as the case is closed. We understand your frustration and are working with our payment gateway to investigate what happened.
  Our finance team has responded to your last email, but we understand that you don't work on weekends. We hope you can understand our position and will continue to work towards a resolution.
  Thank you for your patience and understanding. Please note that the finance team is working closely with you on your case through them. 
  

  Customer response

  10/17/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22418249, and find that this resolution is satisfactory to me.
  
  I was refunded the promised amount as a courtesy gesture while the company continues to investigate the missing funds with their payment processor

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB Complaint:Subject: Refund and Return Policy Issues with Autonomous Order #********** Complaint Description:I am writing to file a formal complaint against Autonomous in relation to their poor product quality, return policy, and refusal to issue a full refund.I purchased an Autonomous ErgoChair Pro for $529 under order number #**********. After assembling the product, I found the chair to be sub-par in quality, highly uncomfortable, and defective. The lumbar support was ineffective, and despite all adjustments, it caused discomfort and pain. Due to these significant issues, I contacted Autonomous to initiate a return.Autonomous required me to disassemble the 67 lb chair, which I did, but their return policy forced me to bear additional costs. I had no way to transport the disassembled chair in my small car to a *** location, so I had to pay $18.95 for a *** pickup out of pocket. Autonomous refuses to reimburse this cost.Further, Autonomous only offered a 50% refund, which is unacceptable considering the faulty product and their overly complex return process. I have documented proof, including photographs showing that the chair was returned in perfect condition. Despite my compliance, the company continues to deny my request for a full refund.Autonomous's return policy is unfair and misleading. It places an unreasonable burden on the customer to provide packaging and shipping, even when the product is defective. I am seeking a full refund of $547.95, which includes the purchase price and the shipping cost for the return.Desired Resolution: I am requesting the BBB to assist in securing a full refund of $547.95 from Autonomous.

  Business response

  10/08/2024

  Good afternoon, 
  
  We do apologize for any inconvenience or frustration caused by our return policy and process. Please note that we have been in continuous communication throughout the duration of the request. However, as previously mentioned, after conducting a thorough inspection of the returned chair, our team found that the chair was not defective as claimed. The components of the chair were reassembled and tested in full to verify the complaint received through our standard return practices.  While we understand that the chair may not have met your personal comfort expectations, our inspection did not reveal any inherent defects or quality issues.

  Regarding the return shipping costs, we understand that our policy requires customers to bear certain services if desired. The pick up option is an additional service through the carrier directly if desired, this service is not one we offer on our end that is able to be covered by Autonomous. The pick up service is an additional and optional service the customer can request through the carrier **** in this case) directly. As that is an optional service by a separate company, that is not reimbursable by Autonomous. WE can acknowledge that this may have been inconvenient for the size of the item returned; However, our policy clearly outlines that the chair is to be disassembled, repackaged and returned by the customer. Especially considering that we are an E-Commerce company and do not have field agents to assist with this process. 

  The reason for the 50% refund, rather than a full refund is due to the damage caused to the returned item during disassembly or poor re-packaging methods. Our inspection revealed that the chair was not returned in the original condition it was received in. Furthermore, the images provided by the customer of the item during unboxing and assembly, clearly depict that there were no damages on the areas that now have damage after the disassembly and return. Which further confirms that the chair arrived in new condition and was returned damaged after the initial refusal attempt of the disassembly and repacking on the customer behalf. As that was the only option available for the return, it was eventually done; however, caused damages in the process. 

  We understand that our return policy may seem complex to some and we do apologize if there was any confusion along the way. Please note that we strive to be fully transparent about our policies and procedures that remain posted on our site at all times. We are committed to providing high-quality products and excellent customer communication through these experiences. We have also even attempted to make communication to verify the credentials of the falsely appointed, impersonation of an attorney on the customers' behalf, with no response received from said person to represent the customer in this case. Unfortunately we cannot approve the request for the full refund on this order due to the extenuating circumstances of this return case. We hope for your understanding and wish to proceed with the refund as calculated by all relevant teams involved. 
  Thank you! 

  Customer response

  10/08/2024

   I am rejecting this response because: If the package was damaged during shipping, that is a *** problem, not mine.  I took pictures and sent them to you as I disassembled. When I repackaged it, there were no damages at all. I returned it due to the lack of durability and stability. Those complaints have been mentioned by many customers and reviews.  You're offering me 50% to cover your profit margin, and stealing my money.  You're even going against your own policy of 30% possible restocking fee.  
  
  
  

  Business response

  10/09/2024

  Thank you for your response. Unfortunately the images provided were explained as the unboxing and assembly images. While we can see the chair in new condition in the images you provided, that shows us that the chair was not damaged upon arrival. With our inspection team's response as follows, the damages were : 

  
  ""Upon inspecting the returned chair, we noticed that the headrest has a rip, the backrest has two rips, and one armrest appears to have been damaged, possibly by being dragged on something. Additionally, the base is damaged, as well as the gas lift. The chair was not returned in like-new condition.
  We regret to inform you that it does not meet the conditions for a full refund. As a result, the refund amount will be only 50% of the original order value.
  Please note that you will be responsible for any damage that may have occurred during return shipping, as no damage was reported upon delivery. I do hope for your kind understanding on this matter.
  We will process your refund within 5-7 business days, and you will receive an email notification once it's been issued. If you have any questions or concerns, please don't hesitate to reach out to us.""

  As the damages weren't inspected as some bumps through transit and the packaging was not exhibiting external damage that would indicate the damages were incurred by the carrier during transit. 
  
  Please also note that the 30% restocking fee is only applied when the original packaging is missing and/or damaged. However, in your case, a lot of main components of this chair are quite damaged, which is where the 50% refund comes in. It is not applying to lack of packaging but a lot of damage on the chair itself. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a house that included a workpod back in January 2024. Our house purchase price included the cost of the workpod. The workpod was in poor shape when we purchased the house and in less than two years old. It suffers from severe mold that is not safe to be around. Additionally, the external wood siding is rotting and needs to be replaced. I contacted customer support to purchase replacement parts and was told they no longer sell parts for the model I have. This is completely unacceptable given that this is two years old. We called out a mold specialist to understand what was causing the mold and the cost of a repair. The assessment identified that the unit had factory defects that had caused the mold. It's unacceptable that a product defect has caused this $16k workpod to be dangerous and unusable. This is incredibly concerning.

  Business response

  07/01/2024

  Hi ****, 

  Thank you for taking the time to reach out to us here. First and foremost, I'm very sorry to hear you received a second hand item in such awful condition. I can assure you, we do not often get structural complaints on the Pods and they hold up well in most conditions as outlined in our product pages and FAQ sections per model. I do apologize for the delay in my response to your case as I was looping in with our Pod Teams and identifying the order. The head of our Pod Team and has gotten back to me and let me know that they were familiar with your case. They sent me the full correspondence that included their solution from the product specialists directly. While the warranties are non-transferrable, our team has ensured that they provide you with the solutions they have on hand that could remedy the issue you're experiencing. Since we are unable to cover any warranty on the second hand item, you could also try reaching out to the original seller as well to see if there are any compromises they have included with the Pod inclusion of the home purchase. However, if it was an "as is" contract, they *** be less than willing to help with that item. 

  I do apologize for any inconvenience that *** cause. If there is anything else our team can assist with or any further information we can provide, please do not hesitate to reach back out to our team at anytime via their direct email you have with them and we would love to further assist if needed.

  Customer response

  07/02/2024

   I am rejecting this response because: 

  How is this acceptable customer service? They gave me information on how to clean the mold which we did without success. They provided information on how to fix the issue without selling the parts required. This is not a second hand item it was purchased around two years ago and the fact that they cannot provide a warranty is a testament of lack of faith in their product. This is a ****** dollar shed that we paid for as a component of our house purchase. I appreciate the response but fully reject it. This is not resolved as they provided no resolution.

  
  

  Business response

  07/08/2024

  Good morning, 
  
  Thank you for your response. We have since changed to this material for the window side; it's composite wood. If you would like to buy replacement, the cost will be $500 (not include shipping fee. The lead time will be approximately 6-8 weeks from the designated team. If you would like to purchase that portion from here specifically, please reach the Pod team directly at **************************** 
  When we mention the item being second hand this is solely due to not being the original purchaser, per the original report My wife and I purchased a house that included a WorkPod back in January 2024. Our house purchase price included the cost of the WorkPod. The WorkPod was in poor shape when we purchased the house and in less than two years old. 
  While we do have excellent warranty coverage on most items we offer, there are policies implemented that we must abide by. As we had previously mentioned. The warranties are non transferrable. You can find furthering details on this policy here: 
  ***************************************************************************************
  This can be found specifically under Warranty Exceptions. 
  Please note, if you wish to purchase the materials directly through our company, you can certainly do so. You will just contact **************************** directly and they can facilitate the request of purchasing parts directly through their department. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the ergochair pro on July 16, 2021 it was marketed with a 24 year warranty and I thought what could go wrong. At the time there were tons of positive reviews and I believed them. My chair has a broken base and the chair is unusable. I contacted support as below listed in my warranty and they said it was a glitch and my chair only has a 2 year warranty based on their website. In 2021 the website showed what was considered lifetime warranty of 24 years. Support wants me to buy a replacement part and cover the costs. I replied to them with my warranty paperwork and decided to read online to see if anyone else had a similar experience. I know found a ton of others who also had similar warranty paperwork and all of them have different years listed. It sounds like a scam. Also how does the chair break in 3 years with a regular sized adult sitting on it when the weight limit is 300lbs this is not professional grade office equipment. I would like a replacement or a refund. Product Name: ErgoChair Pro Warranty Start Date: 07/16/21 Warranty End Date: 07/16/45 Warranty Duration: This warranty extends for 24 year(s) of the life beginning from the date of the receiving date. The warranty period applies to the original products only.*This warranty does not apply to:Normal wear and tear that occurs with use over time All desktop options due to these items have one year warranty only Defects caused by improper assembly Defects occurring after purchase due to product modification, intentional damage, accidents, misuse, abuse, or negligence For any support & product queries, please contact us at *********** .Thank you!

  Business response

  05/07/2024

  Good morning, 

  Thank you for taking the time to reach out to us here and provide us with furthering details of your concern. 

  Before purchasing the chair, we ensured that customers were aware of the 2 years warranty period for the Ergo Chair Pro. This information is globally available and easily accessible. Everyone has the same access to learn about the warranty before spending money to buy any product. Each product's warranty information is listed on the physical product page itself, as well as the warranty policy page here: ************************************************************************
  None of our chairs on our website have warranties exceeding 5 years. This has remained unchanged on our site as long as we've been open. We've never had comparable to lifetime warranties posted on our site at any time for the chairs. Typically, our customers will review all chair versions and are aware of this limitation. Warranty is an important factor in their decision-making process when selecting a chair to purchase.
  In this case specifically, we will honor the inaccurate warranty for this time and  and remind the customer that their warranty period expired. So we will offer assistance in purchasing replacement parts in the future. Unfortunately, the glitched warranty of the 24years should have been 24months, and our team was unaware of the issue until the customer brought it to our attention, in which case was fixed immediately thereafter. 

  Please keep an eye on your email support ticket, for further details of your case. Thank you. 

   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the summer of 2022, my family got me a chair from Autonomous as a birthday gift. The chair came with a 24-month warranty. However, as I've recently realized, this isn't a usable warranty. I first contacted Autonomous in August about an issue with the chair. The bolts used to attach the back of the chair to the base sheered in half, rendering the chair unusable. It has been months of back and forth now, but I'm still without a working chair, which seems like an unreasonable amount of time. They sent me replacement bolts fairly quickly, but since the issue is with the base mechanism itself, I wasn't able to use them to fix the issue.Just earlier today I got an email from them saying that they are working on a solution, but it'll take until the end of the month at least. I totally understand stuff happens, and things are out of stock, etc. That being said, it is unacceptable to pay $587.43 for a chair with a 2-year warranty and have it be unusable for the second year. That's not a small amount of money.

  Business response

  05/06/2024

  Good afternoon, 

  Thank you for taking the time to reach out to us and letting us know the issue you are experiencing. We do apologize greatly for any inconvenience the delay of parts processing may have caused you. I can assure you that our teams are working diligently together to get these parts back in stock for processing ASAP. Upon further review, I do see that you are still in warranty through July 28th of this year. As you are still within warranty, our teams have already processed your request free of charge. Unfortunately as the trial period for exchange and return has long expired, we are unable to refund the chair order itself. 

  As our warranty covers the replacement of the defective part, that is what our team has processed the request for upon your active support ticket. Unfortunately, the warranty does not cover the full product replacement for the individual part request. We also, do not carry "loaners" or "temporary chairs" at this time. We do apologize for the inconvenience and we will continue monitoring your case. 

  Your part request has been prioritized within the replacement department. As soon as the restock container is received, the designated team will process for shipping right away. 

  Thank you! I hope you have a wonderful day ahead!

  Customer response

  05/06/2024

   I am rejecting this response because:
  
  While your warranty states you will replace parts, it needs to be within a reasonable amount of time. If you are in a position that you don't have parts to ship out, that's not something that I should be punished for. This issue has been going on for months. My initial claim started in August of 2023. It is not a valid warranty if I'm unable to use the product for a significant period of time while it is still within warranty. I understand that your process doesn't allow for refunds, or loaners, but you also need to understand that asking me to continue waiting after months of discussions isn't a valid way of dealing with a warranty claim. I request that you discuss this internally and come up with a more fitting solution to this problem.
  
  Elad

  Business response

  05/08/2024

  Thank you for your response. I've reviewed the part shipment history, and there has been consistent parts sent within the warranty time frame. With the mechanism replacement under warranty that has been discussed, the *** tracking number is 1Z43W0V90345102995 and should be delivered by end of day tomorrow. 

  Please keep in mind, while our warranty does not include loaners, it does include parts to be shipped as declared necessary by our team, free of charge. These free parts are continued to be shipped under the warranty timeline of the chair itself. If the parts are not in stock at the time of the request, our teams work diligently to get the parts restocked as quickly as possible to ensure the appropriate parts are sent ASAP.

  I hope this information finds you well and you have a wonderful rest of your day. 

  Customer response

  05/13/2024

  On the last update from Autonomous, they claim the following:

  "Thank you for your response. I've reviewed the part shipment history, and there has been consistent parts sent within the warranty time frame. With the mechanism replacement under warranty that has been discussed, the *** tracking number is 1Z43W0V90345102995 and should be delivered by end of day tomorrow."

  I fear that this was meant to mislead us since I just received the package from them, and no mechanism was in the box. Attached is what I found in the box:

  As you can see, this isn't the mechanism they said I'd receive. I have already discussed the issue with them before opening a ticket with you, and they confirmed that this metal plate wasn't the issue and that I'd need a new mechanism. I believe they sent this as a way of showing they are working on the issue, without actually doing anything productive to solve it. Like I said, this isn't what I needed, and won't do anything to move the process forward and repair the chair.
  

   

  Thanks again for your help and support,
  Elad

  
  
  

  Business response

  05/13/2024

  Hi there, 

  Thank you for reaching back out to us. Upon further review, I do see that the agent assigned to your case has clarified in your correspondence that the part issued is a part of the mechanism where your issue was concerned. Please review the attached images of your correspondence with the assigned agent regarding the troubleshooting, product specialist review and the findings. It does look like you received the correct part based on their findings. This was also the quickest part to get out to you rather than waiting for the full mechanism in total since the restock date did not work for you. 

  We do apologize for the confusion or inconvenience this may have caused. Please replace the part received to eliminate the issue you experienced on your chair. Thank you! I hope this finds you well and you have a wonderful rest of your day. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a desk back in November of 2023. This desk came with a light and was delayed until April 1 of 2024. On December 5th of 2023, I received an email from autonomous apologizing for the delay and explaining that as compensation I would be receiving an additional lamp. This is verbatim from my email: "As a token of our appreciation for your patience and understanding, we would like to offer you a complimentary Levitation Lamp which will automatically be included with your SmartDesk Levitate shipment."On April 1st, when I was told the desk was finally shipping, I checked my order status and discovered they canceled the desk lamp that was originally included in my purchase. I immediately followed up with customer support who told me that they would have to go to the warehouse to look into it. Later that evening I received an email indicating that they removed this lamp because it was a gift, and they were gifting me a moon lamp. In no way, shape or form does the word complimentary include the removal of a previous item. In fact, by removing this item they completely removed the word "complimentary" from this moon lamp "upgrade." I told them this is unacceptable and demanded to have the lamp that was included in my package, and was already paid for, sent to me. I have not heard back yet but after 4 months of waiting this is extremely irresponsible and absolutely unacceptable since I was in no way informed that this meant my other item would be removed. In fact, if you look at my order, it still shows the desk lamp as part of my order.

  Business response

  04/03/2024

  Hi ****! 

  I am so sorry to hear that you experienced some troubles with your order! We've thoroughly reviewed your case and have offered the store credit in the amount of the product that was originally offered as the gift. Unfortunately due to unforeseen circumstances that item did not arrive back to stock as anticipated, so we have credited your Autonomous account for the amount of the lamp. We greatly apologize for any confusion and/or inconvenience that *** have occurred within your case. I hope this finds you well and you have a wonderful rest of your week! 

  Customer response

  04/03/2024

   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.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a preorder for their product back on November 23, 2023. The item was scheduled to ship by Dec 29 2023.The item has been delayed several times with generic response.Jan 11 email: delayed to Feb 29 - Mar 4 Mar 4 email: delayed Mar 22 - Mar 26 Mar 14 email: delayed to April 10 As of their website today Mar 14, the item shows 5 of the item stock and shipping today. Yet my order has continually been delayed with explanation and is scheduled to ship April 10th? Even though the item is in stock.Customer service has been lacking and unhelpful, providing canned responses. This order was placed 112 days ago and yet the company continues to delay sending the item even though it's been paid while prioritizing new orders, that's not right.I sent an email inquiring about the shipping date for new orders and ensuring that preorders would be prioritized first. The response was that my order was yet again delayed from March ***** to April 10. I've attached screenshots as if I'm placing a new order that shows that these orders are being prioritized by shipping them sooner (March *****) and yet my order is continually delayed. I just want my order sent to me and for their end of the bargain to be fulfilled.

  Business response

  03/15/2024

  Hi ********, 

  Thank you for reaching out to us and providing the issue you are experience. Firstly, we apologize greatly for any inconvenience this shipping delay has caused. I have reviewed the case personally and see that our shipping and logistics team were getting delay notifications on the incoming restock container of the newly launched item. However, upon further review; the last delay notification was tentative and the container did actually arrive in the March timeline expected. Upon further review, I do see here that the teams are already working on offloading the container and preparing this for shipment. You should be able to see the tracking reflect accordingly shortly. 

  I sure do hope this information finds you well. If there's anything further we can assist with in the meantime, please feel free to reach back out to our **************** team at any time! 

  Customer response

  03/19/2024

   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.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an ErgoChair Core from Autonomous *** on 09/23/21. I was provided a warranty document that lists that my order is covered by a 12-year warranty meaning that it expires on 09/23/33. I emailed Autonomous in the past week due to my product malfunctioning. In the email, Autonomous states that my warranty is only good for 1 year from the date of purchase, and that my emailed warranty with a 12 year duration was a "glitch". I asked them for any information about whether they sent customers an email notification explaining that the warranty duration was incorrect and they did not provide me with any evidence. The warranty duration is explicitly listed as 12 years in the document. I believe that they are trying not to honor the warranty listed in my document.

  Business response

  12/20/2023

  Good morning, 

  Upon further review of the order history, inquiry and complaint; I see that the information provided by our ******** Service Agent is thorough and correct. While that system glitch was sent via email, it was quickly resolved by our dev team. We do apologize for any inconvenience or confusion that *** have caused. The warranties available have remained posted to the website under the warranty page as well as listed on the actual product page itself. Our chair warranties have always ranged from 1-5 years depending on the model purchased. This model in particular was a 1 year warranty as seen in the images provided by our agent. 

  However, even after the expiration of the warranty, our team still ensures the ability to assist customers with the purchase of parts at any time. For this case, our team can help to set up an order of the desired part for you at any time. If this is something you would like to process, you can reach any of our agents via live chat agents on our site during business hours for quickest response time. 

  I hope this information finds you well and you have a wonderful week ahead! 

  Customer response

  12/20/2023

   I am rejecting this response because:
  
  If this was indeed caused by a system glitch, why was there no notification sent to customers alerting them of the issue. It is unfair to have purchased a product, be given a warranty and not receive any correspondence that the original warranty was a mistake until years later when trying to redeem it. If I cannot have a replacement for the chair, I would at least appreciate being sent the part without being charged. 

  Business response

  12/22/2023

  Good morning, 

  I'm sorry to hear that you are dissatisfied with the policy. Unfortunately since there is not an active warranty on this item any longer, we are unable to ship the parts free of charge without the warranty. The warranty expiration for this chair was September 23rd, 2022. Again, we do apologize for the inconvenience. However, please note that you can always purchase parts directly through any of our agents at any time outside of warranty. We aim to ensure that parts remain accessible to our customers even outside of warranty periods. 

  I hope this information finds you well and you have a wonderful Holiday ahead! 

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deceptive business practices Purchase Date Nov. 17, 2023 Order number ********** I accidentally purchased the wrong color chair and wanted to exchange it for a different color. They tried to explain where the 30-day return/trial period policy is on the product page. They explain that if it is blank, it is not returnable. How would a customer know that? I should explicitly state that items are nonreturnable on sale. I have no issue with sale items not being returnable. They do not present this to customers before purchase. It is placed in the return policy in the website's footer. I have attached the communication with their customer service.

  Business response

  11/21/2023

  Good afternoon, 

  Upon further review of the order, this item inquired on is not eligible for return. The sale and promotional items do not have a trial period bound to them. The items that do have a trial period, offer it directly on the product page next to the shipping dates. The items that do not have the trial period bound to them, will not be offered on that product page. Our designated teams have also ensured that the non returnable items are listed on the invoice at the time of purchase. This allows the customer time for cancellation prior to shipping should they choose that they want an option with the trial period bound to it for return availability. 

  Please note that you still have the warranty bound to the order should an issue arise with the chair in that time frame. I hope this information finds you well. Should you need any further assistance, please do not hesitate to reach back out to our team at any time. 

  Customer response

  11/21/2023

   I am rejecting this response because: Not listing that a product does not have a trial period is not the same as not being returnable or refundable. A more suitable statement would be placing No Trial Period/nonrefundable or No Trial Period/returnable label. A customer can determine if the product is all sales final if it is not stated. One should not have to leave product page, locate the return policy, just to determine if the product is returnable. An for the invoice. The invoice is sent, now I have to determine to cancel the order before the product is shipped and delivered to determine if I want the product. Typically within hours. My product was in the shipping phase within hours of purchase. No customer service after 4pm PST make it hard to cancel the order with no one to assist you.
  
  
  

  Business response

  11/24/2023

  Good morning, 

  With your inquiry stating: "Not listing that a product does not have a trial period is not the same as not being returnable or refundable" - The items are only returnable and/or refundable under the trial period as listed. However, if the trial period is not offered on that product, it is therefor unable to be returned or refunded. We've provided images of the product page examples of the items that offer the trial period. We have our live chat support that is available during business hours, for the cancellation that was mentioned. After hours, we have our support ticket team that handles the emails even through night shift. 

  I do apologize for the inconvenience, however- this item is not eligible for return or exchange. Please note that the warranty on this item is still active for the duration of time, from the date of delivery; should anything go wrong with the chair. Please also note that should you want to change anything on the chair such as the seat color you had inquired on, we always have the ability to help you purchase parts at any time. 

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