Seating Expert — Local services in Kenilworth

Ordered chairs that were labeled on the website as "quick ship" on April 18th, at check out I was given an estimated 8 week lead time which put us at a roughly June 13th delivery window. A representative called me and confirmed the order and the lead time and I said yes as long as it arrives around the middle of June I am okay with it. June 22nd comes and goes and I haven't heard anything regarding the chairs. So I called the first week of July for an update and the woman who answered said she would reach out to the warehouse and I would receive an email. I received an email that said I would receive another update in a week. A week goes by and I haven't heard anything so I call again. As you can imagine the second week of July I'm not happy that I'm having to call yet again about my order. The woman who answered the phone did nothing to help de escalate the situation in fact she escalated the situation by arguing with me. She told me she's an avid online shopper and she knows to never expect anything on time unless it's Amazon Prime. She gave me an incredible amount of attitude. I work in the hospitality business if I ever treated or spoke to a guest the way she spoke to me I wouldn't have a job. The saga continues when I had to call back again the next week because I still hadn't received an update regarding the chairs. She's unpleasant once again and I knew better than to try and have a logical conversation so I simply wanted to know when I could expect the chairs and if there was a manager I could speak with about some type of compensation. She told me she was the manager and there was no one I could speak with and no compensation they could provide but that they would ship the chairs tomorrow. I was told to have movers ready to help get the chairs off the truck. I do my part and have movers hired to unload the truck and midday I get a call that the chairs won't be delivered and they don't know when I'll have to call the office. So here we are again on the phone and Superior Seating didn't even know that the shipment had been cancelled. They told me they never told me I needed to have people there to help unload the truck and that I'm just out that money. She then told me the chairs would be delivered on Monday, they once again were not delivered. I didn't even bother calling because at this point I'm completely despondent. The chairs arrived on Wednesday and were dropped off at the wrong location, I was never called ahead of time, I didn't sign for the delivery. None of my employees signed for the delivery. And they damaged an over hang roof that they jammed the pallet of chairs under. So once again I call Superior Seating and once again I'm argued with. She argued and insisted the chairs were delivered Monday, they weren't. She told me it wasn't their fault and that she's not responsible for some "stupid truck driver". They damaged the top chair on the pallet when they damaged the roof and now it's going to take 4 weeks before I get a replacement chair. Do yourself a favor and find what you like from another company, this one isn't worth...

Don't buy from this company! Horrible customer service!!! First the positive - We received our order quickly. We ordered 22 chairs. Four arrived with chipped paint. The chairs were heavily wrapped and affixed to a pallet. The delivery driver moved the palate off of the truck, but did not offer to unwrap the order or wait for us to do so. He had a truck full of delivery orders. It took time to get through all of the packaging and visually inspect each chair. We had to clean off heavy dust in order to properly inspect each item. When I called customer service, I got an "Our policy is" message. The company isn't liable for any damage once you sign for the delivery. I was transferred to another agent who said the same thing. She did say I could send and email and they would review the situation, but I have low confidence in a satisfactory resolution. Companies that start with "our policy is" don't generally put customers first in my experience.

I received the following response from the company. As expected, they are not going to make it right. They state they would have helped me, but they aren't because I shared my experience online. This is a great example of what customers can expect from this company.

From SeatingExperts 3/31/22 HI, Lisa

Thank you for sending the photos.

As both of our support staff, Selma and Candie, explained to you in detail over the phone, our shipping policy requires any damages noted on a bill of lading.

As per policy, what may not have appeared to you to be the delivery person’s job, he/she is required to have a signed bill of lading from the customer. A 20-minute wait for 22 already assembled chairs is not unusual for commercial furniture delivery to make sure all your items have arrived in good condition. In fact, this is common practice and is to the benefit of you, the customer.

As you don’t have any damages noted on the Bill of Lading, we, of course, were going to do our best to suggest a solution for a few scrapes on the chair powder coating for the 4 chairs. However, based on your phone conversation with both of our support agents, you have threatened us with a complaint to a credit card company. It looks like you also did not waste any time to post a negative review online. All before giving us a full and honest opportunity to assist you.

We will adhere to our policy – since the BOL was not marked for any damages, we will not be able offer you any solution.

Thank...

I own 7 restaurants and have built over 20. Never have I had such a disregard for a customer's concern. I asked for a sample of the stain before ordering the bar chairs.

When I received the bar stools they are a completely different color/stain

I sent my sales rep an email and didn't hear back for over a week even though I sent 3 messages asking for a response. Then I get Jane who literally told me that the disclaimer states because of the characteristic of the wood that the chairs will be different than the stain. I explained we understand wood has different characteristics but this is obviously a different stain color.

The sample sent to me was all brown with a reddish blend. The chairs I received are stained brown with A LOT of blacks. In the world of restaurant design this matters tremendously.

No help! just hiding behind the disclaimer. DO NOT BUY FROM THIS COMPANY. there are so many other places...