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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!
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October 2023 by Will Abukamil
Worst customer service, if that’s what they call it. Cheap parts and breaks within the year. Shame on Costco for dealing with such outfit. DO NOT buy from this “scam”. The reviews speak for themselves.
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October 2023 by J M
Only a few months out of warranty. Leather is cracking horribly. Won’t even help. Don’t purchase anything made by them.
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July 2023 by Alexa Neumann
Today I was on the phone with Rebecca, a customer service representative. I needed a part for my desk chair and she was so kind, and so helpful. What I thought would be a needle in a haystack, she made easy. She knew exactly what I needed and got my order placed. Great service. Thank you.
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May 2023 by Priscilla Hunt
We have been receiving other peoples chairs/ Parts for chairs for a while now. Keep sending the boxes back to True innovations for a while now, you would think by now they know they have the wrong address on the label. But the real kicker is .... I HAVE BEEN TRYING TO REACH OUT TO THEM THEY DO NOT ANSWER OR CALL BACK.THE WORST CUSTOMER SERVICE EVER!!!!!
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February 2023 by Yon Y.
Their office chairs last only a few years before the materials starts coming off. The "10 year warranty" doesn't cover these issues. Their warranty is a scam and they use it to sell the product, but not to stand behind it.
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January 2023 by Patrick M.
One week after purchasing what I thought was a La-Z-Boy office chair the seat plate broke. Went round and round with True Innovations and finally said, you are not too far away, I think I'll drive over and we can discus this face to face. They sent me a part right away. The video how to remove the seat support from the hydraulic piston didn't work. Oh, by the way, no way to get a refund from them. I had to use a screw jack, wood supports, an aluminum bar to pound the seat plate, a ballpeen and leather mallet to finally remove the defective part. Paid almost $500 for this chair to deal with complete idiots. The chair was made in Vietnam and under contractual agreements True Innovations makes these chairs with a La-Z-Boy name on it. Read the box and in a small type it spells out who really made the chair and where it was made.
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December 2022 by Shane
Emailed on 3 separate occasions for a default in the chair I had just purchased, no response. Called 3 separate times and all went to voicemail with no calls being returned. Not sure if this company even has a customer support section at this point.
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December 2022 by Susan Anderson
I have been trying for over a year to get a response from Customer Service. I actually want to purchase a replacement part that is out of warranty. "The stem is worn out for the second time!)No response!To the CEO/Owner of Trueinnovations: If your phone is not ringing...it's me!
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December 2022 by Bigo PishPosh
I've read through all your reviews, and I feel your pain. I bought an office chair from Sams Club and it broke. Well after the return window from Sams I contacted this company through their website, filling out a warranty claim form with photos of damage and a receipt. It took me 3 months to figure out the secret. You need to call the 949 number, and HOUND the customer service rep. I'm not sure how many of you will do what I did, but I paid $200 for the original chair, I'm now sitting in a $700 chair because the exact model I had was discontinued. Remember, you need to not call the toll free number, and maybe ask for a supervisor. It's a long road full of empty promises on their end. But I'm giving 3 stars because better late than never!
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December 2022 by Ken Palermo
This company has exceptionally poor customer service. I bought an office chair in December, 2021. Shortly after I began using the chair regularly, pointed staples appeared through the left armrest. They have actually nicked the skin of my elbow after puncturing through the upholstery. I assumed it would be an easy process to simply request a left side armrest. After contacting customer support 6 times I was told they cannot replace the armrest because I cannot prove when I purchased the chair. I even supplied a picture of the label on the seat of the chair that indicates the manufacture date. Nope, cannot take steps to replace the armrest. True has 20 brands...avoid them all.
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December 2022 by Ash
Bought a chair from Sam's club for Christmas in 2020. Not even 6 months later the stitching in the seat cushion started to come apart so I called and was told a replacement cushion would be sent to me in 6 to 8 weeks as it was on back order. It's been over 6 months and they are still giving me the run around. Telling me a refund or replacement has been issued but then was canceled, but won't tell me by who or why. They keep telling me "that xyz will get back with you". I've been told I will recieve a call 3 times and have yet to receive even one. This chair is not even used daily so I cant even imagine if it was.Update: It is now the middle of March 2022 and I still have had no resolution or a single call back. DO NOT BUY ANYTHING FROM THEMUpdate 6/3/2022: They told me the part is still on back order so they are refunding my money. I guess we will see in 4-6 weeks.Final Update: After 1 year of going back and forth with them the refund check arrived in the mail and cleared.
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December 2022 by Alex Alex
COSTCO MEMBERS WATCH OUT !!!!One of the worst companies ever, VERY BAD customer service, treating you like nothing, without giving any solution, they were like return it and that's it. Makes sense they have a 2/5 rating reviews here, and they are hiding it from Costco.Very bad quality for their couches and sectional, there are ONLY good on the photos, once shipped and you get them they dont get back to you.This company should be banned, especially from COSTCO.THIS REVIEW will be shared with COSTCO as well, since no solution came from TRUE INNOVATIONS.AGAIN, do NEVER buy from them or their third party selleers like COSTCO.Shame on you !
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February 2022 by George R.
Like they always say, When people write a review it's usually because something went wrong. Well, this is a different case. I purchased a Serta Jennings chair from Office Max a year ago and the piston that raises the chair began losing pressure so while sitting (gas lift) the chair was going down by itself. I called True Innovations customer service and spoke to Erica O. and she made this process so easy. All I needed was an online receipt for proof of purchase and they went ahead and mailed me the part needed within 5 business days. Great experience. I will be buying more products from them. Also Thank you Erica O. for your help. Just made it so much easier :)
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December 2021 by Sheila Coban
If I could give a 0 I would. Customer Service Stinks. Being trying to get a arm replacement for a Serta Chair since April. As of July 25, 2021 I finally got an answer that you are going to send me a check for the chair. An confirmation email was suppose to be sent and as of Aug 4, 2021 I have not received it. I can’t get thru to customer service anymore.
