True Innovations

Most Recent Comments

• June 2025 by Mary Wightman
  Excellent customer service....Brenna Chiaramon was a delight to work with.
• June 2025 by Cory Hobbs
  My DPS Centurion chair no longer allowed me to lock in the incline and it was pretty inconvenient to have to use the tension knob. I decided to call customer support. I spoke to Danielle, she was a very personable and helpful. I was able to download my receipt off of Costco's app, submit that to Danielle, and she shipped me out a new base in the mail at no charge. I was easily able to swap the base plate for the new one and my chair is like new again! Thanks Danielle 😊
• June 2025 by Saundra Williams
  Today I received my office chair still in the box, I notice a piece was broken.
  The telescope cover
• June 2025 by Rachel Stone
  We had parts missing from our chair order, but Rebecca with True Innovations was so amazing in helping us through this situation! Really appreciate the efficiency of her care.
• June 2025 by Don Hubin
  I purchased two La-Z-Boy Air Lumbar Manager Office Chairs from Costco about 11 months ago. They are very nice chairs, but the upholstery on the arms of one of them began flaking. I was ready to return it to Costco, when I saw the label directing otherwise. I contacted the website, including a description of the problem and photos. True Innovations handled the problem promptly by sending two new arm rests. This is excellent customer service.
• May 2025 by KZ Strive
  I purchased the Serta® SmartLayers™ Everett Big & Tall Ergonomic Vegan Leather High-Back Executive Office Chair in hopes of investing in long-term comfort and support. Unfortunately, this chair turned out to be one of the most frustrating purchases I've ever made, and I strongly urge others to avoid it.
  
  The biggest issue: the lumbar support. This is a known defect that you can find reported across the internet, and unfortunately, I fell victim to it too. But what's worse than the design flaw is how the company handled (or rather, ignored) my concerns.
  
  I proactively reached out to Serta when I first noticed signs that the lumbar support was weakening, explaining the issue and even asking them to send the replacement part before it failed, as a preventive measure. They completely ignored my request and dismissed my concern--even though this is clearly a recurring issue.
  
  Only after the part finally broke--just as I warned them it would--did they finally initiate a warranty claim. By then, of course, it was too late. My chair was unusable, and I was left without proper support while they slowly started the process they could have easily addressed earlier. They also sent the wrong Allen Key to do the swap. The Allen key was for the screws on the chair, not the lumbar support.
  
  The fact that the company continues to sell this model without addressing or acknowledging this defect before the purchase is unacceptable. It's not just about poor product design--it's a failure of customer service and a disregard for loyal buyers trying to resolve issues reasonably.
  
  Bottom line: Stay far away from this chair. And if you do have any issues, don't expect the company to stand by their product until it's already failed and you're stuck dealing with the consequences.
• May 2025 by Kevin Valencia
  Matthew and team were excellent and provided a replacement parts quick and free.
• May 2025 by Jerry DiPietro
  Chair came with a broken part. I contacted TI and Matthew immediately sent out a replacement part. I received it quickly and was able to repair the chair. Thanks Matthew
• April 2025 by John Azzarito
  Brenna was one of the best customer service reps I have had the pleasure of communicating with. She was prompt in her responses, and explained in details everything we were discussing.
  Tru Innovations is willing to go the extra mile to make their clients happy. I have recommended there services to all of my colleagues. It's nice to know that customer service is their top priority
• May 2024 by Brian Ray
  I had a wonderful experience interacting with Brenna on their Customer Service Team. She did everything she could to work with me to find a solution to my problem.I also have to stress to everyone reading the reviews, I was patient, followed her suggestions, and took the steps she suggested to fix the problem I was experiencing. Not everything is quick fix, but the solution ended up being resolved in way that worked for both of us.I encourage anyone interacting with them to treat the members of their team with respect, and I promise you'll receive it back. I bought another office chair manufactured by them today because of the positive experience I had with their team.
• May 2024 by SM R
  I don’t often leave reviews unless something stands out as really good or really bad, in the case of True Innovations unfortunately it is really bad. I purchased a chair from Costco that was supposed to be warrantied by True Innovations.They have erroneously stated denials and lies from the start:A rubber mount for the center back of the pivoting section in the chair broke. I provided pictures and a proof of purchase.-they stated there is no coverage as it is only a year warranty, Denied at first, I had to provide documentation from Costco showing the 2 year warranty-then they stated the part is not available I would have to wait-then they canceled the request-then they reinstated the order, and asked me to wait-then they sent me an invoice to Pay for the part.-then they stated it is not in stock and I need to wait.-then they stated as a good gesture they would refund me my purchase price by check and to please wait another 4-6 weeks-I STILL waited another 8 weeks- then they stated -there will be No refund, they would send me the part instead-then they stated, sorry its no longer under warranty and the claim is denied, as it is an “ upholstery” issue, not covered, when it is not, it is the rubber mount!This has been going on for 6 months now.One last time I explained the issue from the start and the difficulty with the claim, they said they would respond within 24 hours, its been 5 days now and nothing, the chair is still within the 2 year warranty period and I have not had the proper use of this chair these last 6 months. So I will be providing Costco with full documentation of this mess up and expect a full refund at this stage.I am not sure I can believe anything True Innovations state anymore and in the future I will be avoiding purchasing anything that uses True innovations as their warranty company and I would go so far as to warn you to stay away as well.
• May 2024 by Norma Navarro
  I called to ask about a chair I bought from Office Depot and the young lady on the phone was very patient and helpful. She walked me through assembling the chair and I finally did it. I was happy to know they still service out of California. Thank you!
• May 2024 by Maria Pipitone
  Brenna was the customer service rep that answered the phone when I called due to having to right side armrest pieces instead of one right and one left. She immediately apologized and sent the correct one. I then realized that one of the chairs didn’t have any hardware in the box, she immediately shipped the hardware and apologized again. This company did not pack the box so it is not their fault, but they were real fast and remediating the situation. Great customer service
• February 2024 by T Me
  This is without a doubt the lowest quality "office" chair I've ever owned. Has not even been in my possesions for a full year and is already in horrible condition. The fake leather is falling off in several places, but most notably the back has fallen off. This is a huge issues as I am not a large man by any means, 5'9" and 140ish pounds. I have attached a photo to show that the back rest has actually broken off and not simply loose screws or similar.Edit - I forgot to mention that prior to falling off, the back rest was also beginning to wear down in the front and pieces of metal began to poke through, shown in the photo with the two holes. The pieces (I believe they are screws) are not visible, however when sat down you can feel them digging into your back.
• November 2023 by Jonathan & Judith Grames
  This review is for a Serta Smartlayer Verona Task Chair by True Innovations with Taupe Bonded Leather and a 10 year limited warranty. After a couple of years of light use in my home the bonded leather began to disintegrate- see photo. If you want your chair to look nice for more than a couple of years, do NOT get bonded leather from True Innovations. The limited warranty on the bonded leather is only for one year. The Serta brand name is a trick to make you think that it is a quality product. Shame on Serta!