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Business Profile

Online Retailer

X-Chair LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/25/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Thank you for reading my complaint.I have some back issues so I started to search for a quality chair. I saw various commercials for X-Chair, stating they were the best, would last and they offer a 10 year warranty. After only having my chair for about six months, the dye or material that allows colour started to come off of the chair pad, so I reached out to the retailer and they said that I would have to contact the chair and when I contacted next, they said that it was considered normal wear and tear that it was due from clothing. I assured them that it was not die from clothing because I wear sports jackets and I also have lighter coloured seats and various vehicles. They sent a technician and they verified that it was not from clothing and the chair was in fact falling apart prematurely. We have had office chairs that cost 1/10 of the price is still look better than this one after six months old. When I called X-Chair, they dismissed me completely. The design is not that great either because speaking of sports jackets, if you lay back in the chair, it opens a space in the back of the chair that will allow your sport jacket to fall in behind so when you try to get up from the chair it locks you in it so it presents a safety hazard because if you get up quickly, the chairs attached to your coat. All I want is my money back and I spent $2000 on this chair that does not function as promised from the manufacturer and also creates a safety as her for. I tried to get this done but now that I paid and they took advantage of me. I have no voice so I am reaching out to BBB to right the wrong. The retailer was amazing, getting me warranty information but at the end of the day, Atworks retailer cannot force Xchair to make it right. I have attached the receipt of the Xchair purchase and I hope that BBB can be my voice to right the wrong. Thanks,*****
  • Initial Complaint

    Date:04/10/2024

    Type:Delivery Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered a chair on March 17, 2024 from X-chair got the confirmation e-mail from the company. I received no further contact from them so on March 24,2024 I reached out and ask them to cancel the order because I needed a chair for work and couldn't continue to wait. On March 25,2024 I receive an email that says "Thanks for reaching out. Apologies for the delay with the tracking email! Unfortunately, we are unable to cancel orders outside of the first 24 hours from when the order has been placed. The orders do take about 3-5 days for processing and then are shipped out. Right now we expect for your order to be on its way early this coming week, you will be receiving an email with the tracking information as soon as it is available. If you would like to return the order for a refund, feel free to let us know and we are happy to help assist." April 1, 2024 They said the chair was delivered NO SIGNATURE REQUIRED . I immediately notified ***** and sent X-chair customers service all the messages I received from Fed-Ex over a 3 day period. Again X-chair goes communication silent util I reach out to them on April 5th asking for a refund for the "missing" chair. where i am told "Thank you for reaching out and we are very sorry for any inconvenience. I would be happy to get you sorted out with a return, we do have to wait for ***** to conclude their investigation though. I will need to give ***** a call but wanted to see if there is a case reference number first. " Again i have already sent X-chair a copy of everything ***** gave to me. Once again X-chair goes silent till I reach out again today asking for an update. to which they respond with call *****, i have already talked to ***** numerous time and ***** has closed their side of the investigation and advised I contact the shipper for a refund. It has been nothing but a run around, passing the ***** ******* has gotten their money and I have no chair
  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought the chair brand new in the box in July 2022. It is supposed to come with a 3 year warranty. A few months after I bought it, the battery on the massage/heat/cooling got super hot and it stopped working. A month ago I was sitting on it and it starting lowering all the way to the ground slowly. Does this a few times a week. Took me 5 tries and several days to submit the claim online, finally got it to go thru the website. They denied my claim because I bought it off **** even though I supplies them with everything they asked for including the chairs serial number. This is a $1200 chair and they just lost a customer over about $100 in parts. Complete joke! I can get better quality and service on a $200 chair from **** ****.
  • Initial Complaint

    Date:09/30/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i ordered a Xchair . The chair lumbar/ back rest , will not hold once its adjusted , I have reached to the company but , i only got a replacement part , which still have the same problem .. Due to this issue the lumbar of the chair has created a lower back pain this issue was brought up to the company .. But never got a response
  • Initial Complaint

    Date:06/28/2023

    Type:Customer Service Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am having problems with the wheels on my chair and I have reached out to the company to ask for assistance and I cannot get in touch with anyone in customer service. It's like customer service does not exist. I just want to get some help with getting the wheels to roll / spin correctly. I should be able to get help with such an expensive chair. I don't regret buying it as of yet, it is just so unfortunate that the customer service is so poor. I'd like to see the company address me in the same way they addressed me during the sales process.
  • Initial Complaint

    Date:04/08/2023

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a chair from X Chair this week. I spent a lot of time reviewing options, reading reviews, and deciding if buying a $600 chair was the right decision. It never occurred to me that this company would charge a ridiculous fee to return a chair. Yes, this little nugget of information is on the site, but conveniently buried. It is not highlighted during checkout nor is the buyer required to acknowledge this before buying. Had this fact been adequately indicated anywhere during the checkout process, I would have NEVER made this purchase. Of course, that must be intentional. How many buyers would abandon their shopping cart if that fact was made clear? I bet its a bunch! I live in Florida and I wear shorts most days. This chair feels like sandpaper on bare legs. I cannot believe more reviewers wouldn’t make this note. I sit all day, and I really wanted to love this chair. I wouldn’t have pulled the trigger on $600 otherwise. The reviews and comments made it seem like a life changer. Additionally, the box was poorly packed and some parts looked like they were repackaged from a previous purchase. To add insult to injury, I’m being asked to pay $150 for a chair that just doesn’t work for me, and could possibly contain parts that were used. I want my money back. Returns are the cost of doing business and should NOT be passed to customers.
  • Initial Complaint

    Date:12/16/2022

    Type:Delivery Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My complaint is a complete misrepresentation of their promises. They very clearly state in several locations on the website their shipping policy. The policy indicates that if an item is In-Stock, it will ship within 48 hours. If not, they will contact and provide an update.This is not the case. They knowingly list items as being in stock when they are not. They do not contact the buyer to inform them of the delay. The contact support do not provide any information. I placed an order on 11/23 with their website guaranteeing the order would ship. I never received any word about the delays. I reached out to them on 12/6 for information. Was told it would now ship on 12/15. Today is 12/16 and I reached out agian. Now they are saying it will ship "later this month". I would never have placed this order if I had known this was going to be an issue.I would cancel the order but I was sent upgrades separately and have received them. According to their policy, I would be required to pay for the return of the items already received and pay a penalty for the cancellation. It's is deceptive business practice. The site is still showing the item as In-Stock and guaranteed to arrive by Christmas, even though they know it isn't.
  • Initial Complaint

    Date:12/15/2022

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid $824.99 on Nov. 26, 2022 for one ***** M9 chair. The business committed to providing me with a BRAND NEW chair: the ***** M9. They were having a Black Friday sale. I think they are committing fraud by doing so: older returned merchandise has been re-packaged and made to look new. Then it is sold at full price. The only reasons why I am saying this is because I received a very beaten up box, reapplied tape all over it covering a hole, an unsealed plastic (easily removable and put back on around the body of the chair), a dirt smudge on the actual body of the chair, and scuffs/scratches on the base. Additionally the website is very misleading. I was under the impression of a "no risk" 30 day trial, but there is a risk; they will revoke 130 dollars from the refund upon returning the item back to them. Another thing is what they are calling their "12 year warranty" isn't really 12 years. They are hoping you don't read the terms of their return and warranty policies, baiting for sales. See: **************************** (unfortunately only having found this video after I made the purchase).I contacted them via email and their solution was to send me a new base without scratches, refund me 50 dollars, and I am assumed to have to clean the dirt smudge off the white fabric myself. To me this is very miniscule and not an adequate enough solution. I want a brand new chair or to be able to return it for a full refund. They are not willing to work any further with me than what they have unless I pay them the 130 dollars to return the item to them. I may go to my bank and file a transaction dispute, but that doesn't always work. If and when I do that, I'm assuming they will ask to see a full thread of emails where I had tried to resolve the issue with ***** first. In any case they may side with them and say it had been resolved. Just for reference I might pay a total of $400 for one of these used. ripped me off ***** (************) ***** Order #**********
  • Initial Complaint

    Date:11/29/2022

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought an X chair model X3 office chair May 21, 2022 Paid $ 848.99 USD with shipping and 15 year warranty . The chair was " refurbished" but came with zero defects as far as I could see and likely the mechanicals were repaired. The fabric was brand new. The fabric on the seat started wearing and piling very rapidly . For a high end chair this is unacceptable. I filed a warranty claim , Their response: Thank you for filling out the warranty form, and I'm sorry for the issue you're experiencing with your chair! I did take a look at your order and see you did purchase one of our X-Conditioned chairs. X-Conditioned products are expected to function like new, but are refurbished and may have cosmetic flaws. The nature of this issue does not affect the functionality of your chair, so it does not yet fall within our warranty parameters. "This chair had zero cosmetic flaws when I purchased it. The wear is a manufacturing issue and came about as I used the product and must fall under the applicable 15 year warranty they provide on refurbished products . Their response is actually fraudulent . The order number is #********** I am shocked at their response . They claim it is under full warranty and yet now magically they claim a refurbished has no such coverage . This is fraudulent .
  • Initial Complaint

    Date:11/02/2022

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I recently purchased a office chair, from X-Chair, LLC in ******, ********. When the chair arrived, I was in the process of assembling, but realized that the required screws were missing from the package. I even took a photo of the package with the missing screws to the company's customer service. Because the chair has so many screws and parts to assemble, I am concerned that there will be other parts/screws that are missing. As a result, I want to return the chair to get a refund. The company said that they will charge me a return fee, although they acknowledge that the hardware kit that was included in the chair was missing parts. I paid $573 including tax to purchase this chair and I want a full refund, since the error and the defective was their fault not mine. Attached is a photo of the packet, unopened. You can clearly see that there are only 3 screws in this package instead of the required 4 screws. What concerns me is that they are many parts and screws, etc., that are required to assemble this chair and if the company is not going to put the correct amount of screws in the first packet, how do I know that there are the correct screws etc., in the other packets that are required to assemble this chair.

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