Theater Seat StoreReviews of theaterseatstore.com

We had a warranty issue. We ordered quantity 4 of a reclining seat, but 3 of the 4 seats were of the wrong part number. All 4 should have been the same as the 4th correct part number. We asked for the necessary parts to fix the problem but they were no longer available. First ... the positives. Our customer service representative, Cherise S, worked diligently as a go-between us and Theater Seat Store management. She eventually obtained authorization of an alternative compensitory offer. We were satisfied with this response given the part unavailability. We would rate Cherise's helpfulness, professional manner, cheerfulness, and demeanor highly. She is in the right role as a customer service" face of the company". The negatives ... The root cause of the problem was 3 of 4 items ordered with the identical part number and and received were NOT the ordered part number. This must be categorized as a quality control escape. The consequence was that the items are installed with a workaround and not should have been possible by design. In summary, high marks for Cherise but the overall problem should not have occurred in the first place.

I recently ordered 3 risers and yes, they came quite fast however I am so disheartened by their return policy. I did not do my due diligence and completely read the entire policy and I will take full responsibility for the lack of judgement on my part. But I spent about $1200 and I have to pay a restocking fee of $171 and it cost me $800 to send them back through fed ex. So in reality I will only be receiving $230. I’m so upset at myself for not reading further into the entire return policy. Just be aware that if you are purchasing ANYTHING from this company you have to pay ALL shipping cost no matter what it is to return your item. I will never order from a company again that doesn’t handle the shipping cost as long as you are within their return policy guidelines.

Let me start with what went well. The product is quality and we have enjoyed watching movies in them. The representative (Sarah) was AMAZING! She constantly communicated with me and made sure I was up to date on anything that was happening. Without her help I would have put my experience at 1 star. Now what was frustrating. I ordered the product on May 10th and the estimated delivery was first of August. In the last week of June I was charged for the second half of my seats (which was supposed to happen when the product was shipped). Since I did not hear anything by the first week in July I decided to call. The first person I talked to said it should be on the way. When I had not heard anything else by the middle of July I called again and this time I got Sarah and she started looking into it. She found that all the items were there except one piece. So at this time she asked if I wanted to have that second half payment refunded. I got that payment very quickly. Sarah sent me emails on a weekly basis with updates. She even followed up with the shipping company as they sent the wrong shipment and could not find ours. Even through this Sarah was super helpful. This process was not smooth but would have been way worse without the communication that Sarah continually gave!

I'm only giving three stars because the chairs that we ordered we're not exactly what we had hoped for. But if I was rating customer service it would be five stars. I have ordered from this company five times in the last few years and unfortunately have not had the best of luck with what was delivered. Twice our furniture has been destroyed by the shipping company. However, the ease of working with the company and their ability to try their hardest to make it right has kept us coming back.

I purchased 4 seats at Thanksgiving sales in 2020. Delivery of 4 to 6 weeks was quoted. Reality was that the seats could not be ready until May 2021. This May delivery was not certain. I go to Alaska for June, July and August and am therefore not able to take delivery in Texas until September 2021. The chairs are fine - no problem with the product just the timing.

November Update: After a long wait and replacement seats delivered, I am updating my initial review as the seller has gone above and beyond to try to make it right. The seats are very good quality for the price, I would not even pay for the white glove service as they are very easy to setup as long as the shipping company handles the boxes with care and not stack them incorrectly... Worst online purchase experience ever.. Placed the order in June 2020 and paid the “white” glove service.. Order arrived in July 2020 (6 seats), they use 1 shipping company and a 2nd local one that delivers and assembled the chairs.. Several boxes arrived in pretty bad shape and one of the seats even had a tear on the side, two had broken internal frames. First thing to note is that for any issues with the delivery, you must accept the product and then manage the claim process with another customer service group. Well its been multiple emails and phone calls since delivery day and still no resolution to my damaged and malfunctioning parts (Yes, its almost 3 months!!!).. It’s a real shame because the price and product are actually very reasonable, but their courier and shipping is not up to par (I’m assuming this depends on where you live and the qty you purchase).. I strongly advise you read very carefully their return policy as they seem to acknowledge issues with shipping since they have a very clear procedure to follow when your order arrives all banged up; and even then they lack responsiveness and proper follow up. Aftermarket customer support has been unacceptable and poor...

I'm just like all.of you...trying to maximize my time to optimize my life. Nick (sales rep). was great he must have followed up with me ten times as my wife and I tried to find time to decide on home theatre chairs...our family kept growing...we ordered seating for 9. I like you, or the next guy, read the reviews and thought yeah, but not me...well getting ready to put in the carpet, and projector, inquired (after a month) and after payment. Thinking should be any day now...then the email came after my wife called Nick, (whom I'm sure has heard this before.) Reply...Not sure what has happened. Then the email from Sarah Jenette(interiormark LLC) found out the shipper had a damage call tag but no word. So my $$$ sits on the cross dock of some shipper, while we try and wait this out...i like you have spent an hour going out of my way to warn the next guy...who like me didn't think it would happen....more to follow as we wait out this process....(update)...five more days went by we are disputing the charges. No product to date and they have $5000.00 shouldn't take 32 work days from. Colorado to Utah a 9 hour drive. Four more days... Update we got the seats !!! well Two of the three were delivered Saturday afternoon, one was missing the plug for the overhead lighting. The family was very impressed with the look and the function of the seats...now just to finish the delivery of the final three seats 1 piece. And to be fair the company has refunded 1/2 the money until delivery is complete. UPDATE: the replacement part that was missing,...remember the plug for the lights. Well new lights were sent out but no plug, I just take this in stride now...I sent a email to let them know...but of course they were out of the office until ( ten more days) ..I'll be three seats short at Thanksgiving for an order two months before. Here's the reply from theatre seat store. Good morning, I am so glad that these were finally delivered. I have reached out to our warehouse in regard to getting the missing plug out to you. It should go out pretty quickly. As for the damaged piece that needs to be replaced, they are currently out of stock and we are waiting on these to arrive. Unfortunately they are not expected to be back in stock until early December. We can either remove this from your order or ship it to you as soon as it gets in and is on its way to you. Please let me know how you would like to proceed on the 3rd piece. If you decide to wait on the piece we will not charge you until it ships. Shara Jennett Customer Service Manager Interiormark, LLC 9500 W 49th AVE Unit C101 Wheat Ridge CO 80033 T: (888) 602-SEAT (7328) ext. 117 F: (303) 328-2940 sjennett@Interi Visit Our Website at www.theaterseatstore. UPDATE 11/8/19 Sally Fill...got involved!! A one eighty turn around....!! might even have the last of the three seats by Thanksgiving...she fixed the AC adapter problem..and had gone old school by calling me everyday with an update!! GO SALLY GO! PS I added a 🌟 to the rating...ending this story on 11/13/19. Once Sally and team became involved I had all the seats, adapters. R and L carriers arrived without a scuff,!! I've added a star again. In my opinion the product is good. The choice of carriers hurt the experience, and reflected badly on the company. We start using the chairs first time will be Thanksgiving. 😁

The chairs are good, I’m satisfied with it ,but the quality of tables are low, they will NOT hold a glass of water even!!!The LED of the lamp is too bright that cause to make the battery die.