My awful theaterseatstore.com experience (1 Viewer)

I'm not one to typically get online and post reviews, usually more of a reader, but here I am because my experience with this company may be the worst consumer experience I've ever had. I'll try to keep everything as brief as possible. Started back in July when I decided to buy 5 Octane Turbo seats and tray tables. Called on a Saturday and placed order, including 2nd level of shipping where they deliver to room of choice since my wife is pregnant and can't help take them upstairs. 5 days later, no emailed receipt or charge on card, so call back to find out order not entered into computer. They fix it, NBD. They tell me chairs are in stock, should ship in a week. I get a receipt with no itemized price breakdown, but I don't think much of it. Two weeks later, get a shipping notice for tray tables. I call company and customer service can't tell me when seats will ship. Long story short, seats don't arrive until a month and a half after second order. This is where it goes downhill. Delivery guys show up and will only put the seats just inside the front door. They tell me I didn't pay for the room delivery. I call company and sure enough that didn't get entered. Now I have 5 huge boxes sitting in my small foyer and can't get them moved bc wife is pregnant and can't get anyone to come over and help for a few days. When I finally get them moved, unpacked and assembled, I find out that the power recline won't work for one seat and they sent the wrong tray tables for these seats. I immediately call cust service and they say the problem is probably a defective cup holder (where the control is) and they'll send a replacement part and schedule a repair guy to come out. Over a month later, the part is delivered so I call cust service and am told repair guy can't come out for another month. So now we're talking about a seat ordered in July not being functional until October. When he finally does come, he finds that the problem was actually below the seat and was able to fix it without the replacement part. So that was an extra month of waiting that was not necessary. He also confirms that the tray tables are incorrect because for some reason cust service didn't believe me. He calls them and reports this as do I the next day. I'm told they'll send out new ones. Fast forward to three days ago (now in December) and I call to find out where my tray tables are. Lady tells me there is no record of this problem and I'll need to send them pictures of the problem. I ask why all of a sudden I'm being told this when I had notified them in August. I'm placed on hold then hung up on. Call back, asked to leave a message. Have not heard back from them. If it were just one of these things, it wouldn't be a big deal, but they have managed to screw up every aspect of this transaction. Not to mention the fact that most of their cust service reps are very rude and that every call to them involves being placed on hold for long periods of time. The seats are actually very comfortable, but I would avoid this company at all costs because if anything goes wrong, you're out of luck. If I had to do it again, needless to say I would not buy from this company.

Stephen,

Welcome to the forum.

It's kind of sad that your first post here is to warn others about this company,
but certainly, it's appreciated.

I will stay away from this vendor and choose to buy home theater seating elsewhere

I agree it is sad! Although, as a new home theater owner, I am excited about finding this forum and getting some great ideas!

Welcome to HTF! At risk of pulling a "That's great, Mrs. Lincoln, but how was the show???", how do you like the seats themselves?

The seats are actually pretty nice. I opted for the bonded leather instead of the real stuff bc we've got a little one and I figured it would hold up better to everything she's going to do to it. They do get a little warm, but are comfortable otherwise. The power recline is great.

If you take care of leather, it lasts twice as long...and is easier to care for...than bonded.I have a 1989 Taurus SHO. Still on the original leather seats(every winter, I take the seats out, give them a thorough going over with the same stuff people use on saddles). The only time leather falls apart...is if you do nothing to it. It is still skin. Needs moisture.

Sounds like these guys designed their customer service protocols:

Got all my cinema seating from a cinema seating suppler in the UK reasonable low priced £79.98, 5 years ago for used seats removed from an odoen cinema, Irwin rocker seats nice and comfortable that recline back and I can watch a STAR TREK marathon without feeling restless or uncomfortable.

That sucks man. Thanks for letting us know about that dreadful company.

I went out on a limb today and ordered ONE cupholder arm rest from this company. It's just a standard 15 inch black version so hopefully there won't be any issues. For $15, I guess it's safe to roll the dice!

So after ordering my one cupholder armrest from this company online I kept checking my credit card company to see when the charge hit the card. Never showed up so I called and they had NO record of my order although I received an order number on line as soon as I placed the order. The company did call to say they were sorry the order got lost. They sent it out 2nd day USPO and followed up to make sure I got it. I think they have problems with their on line order service because I was told this sorta thing has happened before.

Anyhow, I have my cupholder armrest so I'm happy!

Well, finally a couple of weeks ago I was contacted by someone at their store. Turns out there was just a small adapter that I needed to make the tray tables work. I received them and now they work just fine. Finally, six months later, my order is complete.