Theater Seat StoreReviews of theaterseatstore.com

This company is the worst. They claimed my accessory order was a custom order because they "don't carry the item I ordered in stock". They associate "custom" with an order that is simply drop shipped. I needed to return this item and they fought me for about an hour because they claimed this was a custom order. Not one communication that I received said this was a custom order. Also, they claimed they were making a special exception allowing me to return this item but still charged me a re-stock fee when their online return policy does not state this. Also, one customer service rep abruptly ended my conversation because she could not point to where in any communication that I received stating this order was custom. A sham of a company!!!!!!!!! Save your money.

Would NEVER purchase from Theater Seat Store again!! First of all, I placed my order my order in Nov. and didn't receive my sofa until March. I the purchased the Uniters phony warranty after customer rep told me it covered 'everything'. It does not cover everything and Theater Seat Store REFUSES to stand behind what was said. They will offer me a refund when the 5-year is up. Sad.

Although the company's representatives are very responsive when you need to email and call them, ordering issues far outweigh this benefit. I would not need to email and call them so often had my order, which I placed in November, arrived when it should have. We were told it would arrive the first week of February. No such luck. Then we were told it was because of the Chinese New Year that the order was delayed and it would be several more weeks. The Chinese new year is not a surprise. It is on the calendar every year and should be accounted for. After several more weeks passed I called again to check on the order and was told it has still not even shipped out of China yet. Now we are looking at possibly the second week in April. I would've ordered from somewhere else long ago if they had kept me updated on what was happening and I didn't have to keep investigating on my own.

We were happy with the 4 TurboXL seats we purchased UNITL we had problems with two of them 14 months after purchase. One chair opens and closes on its own and the other no longer operates at all. We thought our investment would be protected because of the extended warranty we purchased. Yes, we are under warranty and the defects are covered, but one of our chairs still has not been fixed and we're 6 months into the claim. Today, a technician came to install the remedy and we were told that the part that was shipped to us is not the right party. We have had to make appts. FOUR times. That means waiting around for service for a 4 hour window. TheaterSeatStore.com has a 3rd party warranty company who also has 3rd party repair companies come out to work on the chairs. The person who comes to your home has no accountability. None of the parts appear to be here in the USA and ours have been shipped from CHINA which has taken up 3 months of our wait time. Really too bad for us that they did not ship the correct parts and now we have to wait again. This has been a huge disappointment and I caution buyers not to buy from TheaterSeatStore.com The company is completely hands off once the 12 months pass even with the expensive extended warranty they sold us. I think there products are not worth the premium price they charge and when problems arise (guaranteed to have them!) you have to deal with 3rd party vendors and parts that are not readily available.

I’ll never deal with this company again, Theater Seat Store. Once they’ve gotten your business, their attitudes totally change; anytime you call them to ask anything, they are nothing but rude and would not give me the owners names. The following are some issues we encountered: • I have had these chairs for three years; • When they were only 1-2 months old, the motor broke in a couple of them; they sent someone to replace the chairs; • Then most of the other motors broke in the chairs for the headrest; I didn’t bother to fix them because it was too much trouble to get anyone here; • The warranty was over after only one year; • Now one chair has stopped working half-way through the reclining mode; • I called the company a few days ago and I spoke to Josh, who said he was the manager; when I asked to speak to the owners, Josh wouldn’t let me speak to them, and on top of that he wouldn’t even give me the owners’ names. You have to be kidding…I told him if he would not put me in contact with the owners it would resort in me putting a bad review on the internet, which I am now doing…..he couldn’t have cared less; • I hope the owners read this!! • Josh also couldn’t tell me where to buy parts because they are no longer available and really couldn’t care less. Come on, can’t even tell me where to go to buy the parts? • Josh told me Ian would probably work out a deal with me ……… BUT, when I spoke to Ian, he was only willing to sell me more chairs with no discount except for the sale they had going on at the time! • From the looks of it, these are very cheap chairs from China; very comfortable but very cheap.

I PURCHASED THE OCTANE XL THEATER CHAIRS AND THE HIGHLY RECOMMENDED UNITERS PURE 5-YEAR WARRANTY; THEIR MOTTO “ONE GOOD INVESTMENT DESERVES ANOTHER.” THE CONTRACT CLEARLY STATES PROTECTION AGAINST MANY ISSUES INCLUDING STRUCTURAL FAILURES: • A STRUCTURAL OR COMPONENT FAILURE DUE TO A DEFECT IN MATERIALS AND WORKMANSHIP DURING NORMAL RESIDENTIAL USE. • BREAKAGE OF MECHANISMS. WITHIN ONLY 3 MONTHS OF USING MY NEW CHAIRS, I TOO HAD THE SAME EXPERIENCE AS DESCRIBED IN F MAIONE’S POST “THEY WANT YOU TO FLIP OVER EACH CHAIR EVERY TIME THE PORT COMES LOOSE.” THIS IS NOT AN EASY FIX. YOU NEED TO BE STRONG AND HAVE VERY LONG ARMS TO REACH INSIDE THE CHAIR TO HOLD THE CYLINDER WHILE TRYING TO REACH THE BOLT ON THE TOP OF THE ARMREST; LINE UP THE THREADS AND TWIST THE UNIT INTO PLACE. A MALE EMPLOYEE (NOT ALLOWED TO USE HIS NAME IN THIS REVIEW) IN CUSTOMER SERVICE WAS EXTREMELY ARROGANT ADMITTING THAT MANY CUSTOMERS HAD THE SAME ISSUE DUE TO THE POOR DESIGN AND WORKMANSHIP OF THE PORTS. HE ALSO SAID TO GO TO A HARDWARE STORE AND BUY LOCTITE AND APPLY IT TO THE BOLT WHEN SCREWING THE CYLINDER BACK INTO THE UNIT; THIS PRODUCT MAY HELP PREVENT THE PROBLEM FROM HAPPENING AGAIN, BUT NO GUARANTEE. HE TOLD ME THE CHAIR HAD TO BE FLIPPED OVER AND THE DUST COVER REMOVED TO GAIN ACCESS TO THE FALLEN PORT. I TOLD HIM THAT I WOULD DAMAGE THE FABRIC BECAUSE IT IS THIN AND STAPLED ONTO THE CHAIR. WOULDN’T THIS DAMAGE VOID MY WARRANTY SINCE IT WOULD BE DELIBERITALY DONE AND NOT “NORMAL RESIDENTIAL USE?” HE TOLD ME TO DO WHATEVER I WANT, BUT NEITHER THE MANUFACTURER NOR THE THEATER SEATS STORE WOULD SEND SOMEONE TO HELP ME. BUT I PAID EXTRA FOR THE ADDITIONAL WARRANTY SO I COULD HAVE PEACE OF MIND. THE MALE EMPLOYEE (NOT ALLOWED TO USE HIS NAME IN THIS REVIEW) TOLD ME I COULD CONTACT UNITER’S INSURANCE REGARDING MY POLICY, BUT THEY WOULD ONLY SEND ME BACK TO THEM. HE WAS CORRECT…AFTER NUMEROUS CALLS AND BEING TOLD THAT THE RETAILER SHOULD TAKE CARE OF THE POOR WORKMANSHIP BECAUSE THE PRODUCT IS STILL UNDER THE ONE-YEAR WARRANTY, I FINALLY GOT A UNITER’S SUPERVISOR ON THE PHONE. SHE ASSURED ME THAT THEIR LOCAL FURNITURE REPAIR COMPANY WOULD CONTACT ME TO SCHEDULE AN IN-HOME REPAIR. SHE EVEN SENT AN EMAIL TO ME THAT MORNING AT 10 A.M. CONFIRMING THIS CONVERSATION. HOWEVER, UNITER’S SENT ANOTHER EMAIL AT 4:45 P.M. , INFORMING ME THAT MY CLAIM WAS CANCELLED AND CLOSED. MY PHONE CALLS HAVE NOT BEEN RETURNED. DO NOT TRUST THE THEATER SEAT STORE, UNITER’S INSURANCE, NOR THE MANUFACTURER OF OCTANE PRODUCTS. I WAS CONCERNED ABOUT MAKING AN INTERNET PURCHASE AND WAS TOLD THAT THE EXTENDED WARRANTY WOULD COVER ANY PROBLEMS. NOT ONLY HAS MY EXPERIENCE BEEN A TREMEDOUS INCONVENIENCE, BUT ALSO A BREACH OF CONTRACT. BASED ON THE MALE EMPLOYEE'S (NOT ALLOWED TO USE HIS NAME IN THIS REVIEW) COMMENT THAT THOUSANDS OF CUSTOMERS HAVE HAD THE SAME UNRESOLVED PROBLEM, IS IT TIME FOR A CLASS ACTION LAW SUIT? BY THE WAY, THAT MALE EMPLOYEE'S (NOT ALLOWED TO USE HIS NAME IN THIS REVIEW) ATTITUDE OF DO IT YOURSELF, NO ONE IS GOING TO HELP YOU, AND “GO AHEAD…WRITE NEGATIVE REVIEWS AND TRY SUING US” IS WHAT MAKES HIM VERY, VERY ARROGANT.

I bought the turbo 700 series and they said it was their best seller . I bought this as a loveseat set . I was told by the salesman that they would already be put together when they arrive because I was concerned about that . They came as 2 seperated chairs and they do not go together . They just sit end to end which, if one chair moves , the recliners can wreck or tear material when they open . Poor workmanship,as both the chairs lean towards the side that has no arm.Customer service sucks with a passion as you can't get a straight answer and they love to repeat their opinion . They send out a service group who agreed with me to the hilt but ,theaterseatstore seat store will not do anything about it. I'm sending the chairs back and will have to forfeit 300.00 for the shipping charges .I had these chairs less than a month and I will not buy anything major online again.

I'm writing this review after ordering 6 seats back early summer 2015. The seats aren't too bad but definitely not the quality I was hoping for. I felt I got a reasonable price on them so I didn't fret too much when they showed up. They did however fail to leave two power modules when they were delivered. After 10 calls in over 6 MONTHS to the customer service department, I still don't have all 6 seats working properly! THEY SIMPLY DON'T CARE!!!! Admittedly I don't always take the time to make reviews but this experience with this company has been so abhorrent, I felt compelled to warn any future potential customers. Please consider buying somewhere else or you may be as sorry as I am for purchasing from them.