TheaterSeatStore

I ordered from Theater Seat Store based on a recommendation from a friend. Unfortunately, despite spending thousands of dollars with their company, I was treated horribly. My seats arrived 2 weeks later then the estimated delivery. I received the incorrect seats and worst of all, I was called a liar and was completely mistreated.

I placed my order through a sales rep on their sales phone line. I had a specific seat layout for my room and was very clear on the configuration I needed. I had been planning this theater room for months. I even have 3d renderings of the seat layout!

After completing my order, the sales rep sent me a order confirmation. The confirmation did not specify the configuration of the seats. When my seats arrived (2 weeks late), they were not what I ordered. I called the customer service line and things really went down hill.

I told the first rep what I had ordered and she said I was lying according to the order form. She then bounced me to another rep. This guy kept telling me that he would correct the problem. He dragged this out for weeks. Finally he told me that I was lying about what I ordered and his company would not replace the seat unless I paid a 20% restocking fee.

Don't risk your money, avoid this site.

Be careful as to their service capabilities. Purchased 6 Octane Chairs... through Best Buy.
To date they (Best Buy) had to replace one set of three due to the Theatre Store not having the capability to have a Service Tech in the Atlanta Area. Customer Service Mr Wolf claims we had called for service before and we refused it... does that make sense... not to me. The Second Set of three now has a Mechanism Problem with one of the chairs... called Mr. Wolf... he advised they did not have a Technician in the area to handle the Warranty Request. I then asked him since he could not provide the Warranty Service if he would take the Chairs Back and he again refused. I then asked him for his managers name and phone bumber several times which he again refused to share. I ordered the Chairs through Best Buy thinking they had the muscle and service capability in the event there was a problem. I was wrong on that account also. Buyer Beware as these guys are scoundrels. I am not finished with them yet.

A must visit site!

I've been dreaming of having my own home theater for a very long time. Today, the technology his better than ever, not to mention cheaper than ever and so I decided to strike while the iron was hot and start putting my own home theater together. So, I made some plans and wrote down what I needed so to get organized. However, in the middle of it all, I realized that it was more complicated than I thought. There were so many parts that I needed to put together and get done – I was losing hope and losing interest, that is, until I went to Theaterseatstore.com. This site had everything I needed. I was having trouble finding the right screen for the right price and this place had so many products at my budget that I had a hard time picking what I wanted. Also, they gave me so many ideas. Browsing through their site, I got so many more ideas and so many things I realized I needed. I was planning to just put my old couch in the room, but the theater seating on the site looked so great, I just had to have them. I ordered them and the other things I needed and they came right away.

I ordered my seats over ten weeks ago and after sending and email and calling about the order status, I realized I was being lied to.

I first sent an email but after not receiving a response I decided to call.

I was told on the phone that the chairs where ready to be shipped - but when an email response finally came days later the email stated that the chair hadn't been manufactured yet and THERE WAS NO KNOWN ESTIMATE WHEN THEY WOULD BE MADE.

I'd already paid for them in full and was told "6 to 8 weeks from order to delivery.

Horrible, horrible compnay! I ordered four seats for our home theater. Three of them came with tears in them. The chairs arrived at the beginning of July and it is not mid December and I still have not had all the chairs repaired. I have spoken to all four "managers" who each promised to call or email me back and I never hear from them. Two of the chairs were repaired because they simply needed new backs. This took over three months of non stop calling. The last chair had a tear in the arm. They sent a piece of fabric to my house and a technician came to fix the tear. He claimed the piece of fabric was for the wrong arm. They sent another piece and a different technician told me the same story. A third piece arrived and the technician installed it. The leather was a different type of fabric (more textured then the rest of the chair) and the installation was all bumpy and puckered. I finally convinced them to send me a new chair. Finally the chair arrived and to my dismay they had sent a brown chair instead of black. This is so ridiculous. Now I can't get anyone to email or call me back.

On another note, do not buy the love seat chairs! They tip forward and the company claims there's nothing they can do about it.

Horrible horrible customer service. Their so called extended warranty is awful. They call some random person in your area to fix your chairs and they have no knowledge or experience with the product.

Do not buy from this company; save yourself the grief!

Happy Customer!

This site is fantastic! I honestly have fund now just looking through this site every now and then and discovering something new (popcorn machine anyone!). I stumbled on this site a year ago when I was looking to replace out couch in the living room. Actually I was shopping for a regular couch when I saw some of these fancy theater chairs on display. I knew I wanted to get one, although my wife, I wasn't sure if she agreed. I thought I'd broach the topic carefully, and I wanted to show her some pictures of the leather recliners first before hinting that I wanted one of these. So, I get on my iPad and casually show her this one set I'd had my eye on. She takes a look and she is fascinated! She never new these types of chairs were available. She loved the thought of sinking down into a comfy recliner, putting her feet up while watching her TV shows. Needless to say, we started picking out our replacement sofa and within a few weeks, we finally got them sitting in our living room! We also got a few other items from them to finish out living room and we even bought our son a recliner here when he moved into his own place.

Here's a case as an example of how one company employee can change a customer's potentially negative perception and experience into a truly "wow" moment. I originally ordered my seats back in June '18. Without further details, there were some issues with my order that were stressful and definitely frustrating. I was lucky enough to have Shara Jennett as my contact and she was able to correct all issues, find solutions for any and all problems, kept in constant contact with me, and most importantly, earned my trust and my business. I will not hesitate to give my highest recommendation for TheaterSeatStore but more importantly, I wanted to give my thanks and my commendation to Shara for handling my particular issue with respect, and understanding. You have earned a customer and I would happily refer friends and family to your store. Thanks!
FYI I ordered the Octane Grand HR and they are absolutely perfect in my home theater. Build quality, comfort, and style are all top quality and I will not hesitate to order a second set after I build out my risers.

RUN, DO NOT BUY FROM THIS COMPANY. This is the worst company and horrible customer service. When I ordered my 4 media chairs they told me it would be 2 weeks and then delivery, 2 months later the chairs arrived and were missing parts. They delivered them twice because the delivery guys couldn't put them together because of missing parts, that delayed another month. Then chairs are delivered still with missing parts, they told me to accept the delivery and they would send a "tech" to put them together, well that was another 5 weeks before a tech could come. Oh and the chairs arrived damaged, they are still damaged and they keep "sending" me parts to replace the damaged ones but they are such morons they keeps sending the wrong items, I ordered these chairs in Feb and it is now June and I still have damaged chairs and their horrible customer service is no help. I'm filling a complaint with the BBB because this is ridiculous, at this point I don't want the crappy chairs or anything to do with this company. DO NOT ORDER FROM THEM

Not very happy with them, I placed and Order on 12/4. I wanted delivery for Christmas, but the offered delivery by 2/14, ok, not great but ok. They required 1/2 of the money down ($1K), which I put on the credit card.
No word from them about delivery.

On 2/19, I called and the delivery was now estimated for 4/1, and no, they would not guarantee that. So I canceled the order 2/19, they said they would return the money to my credit card (though did not get confirmation of that as promised). As of 3/5 - no refund yet, I called and was told "I was in the front of the line to get a refund" (there was a line?) and it would take another week to get refund back because "They only have one person who does that"... and I guess it takes that person three weeks to get around to giving that money back,, though no promises that it will happen yet.

If they are going to ask for money up front for a not-guaranteed delivery date, they should at least refund my money within a week of them falling on their face

I purchased over $5K worth of chairs from TheaterSeatStore. I made the mistake of selecting the top grain leather, which are special order. I placed the order June 11th. I was told it would be 10 weeks. I put half the purchase price down. Then I am told it will be 10-12 weeks. Fast forward to October 1st before the chairs are delivered. That is 16 weeks. Once we got the chairs we found out that the tables we ordered were not there. We had to follow up with the company to see why they were not there. We are then told the tables were backordered and would be at least another month (which in theaterseatstore time is 2 calendar months). We only found this out because we reached out to them looking for our missing merchandise. Not sure what would have happened if we had not reached out... they offered to switch out for cheaper tables refunding the difference, but no compensation for their delay. The only thing we got from them was an extended warranty that I am sure we will never use. The chairs are comfortable and look great, but boy was it a long time getting them. If time is not a concern, and you have time to follow up with them to complete your order, then go ahead and use theaterseatstore. You will get a good product, just not before your children are grown and off to college.

I ordered my merchandise, paid and awaited delivery. I was called a few weeks later with a delivery time. The day came and went and no merchandise! They called the next day again…no merchandise. So, I called the company and initially they were helpful. So, after about maybe another week or so, being told the merchandise was in transit, code for they didn't have any idea where the merchandise was, the merchandise came and it was severely damaged, broken, split…just horrible. I called the company and they told me to refuse the shipment and write on paperwork why. I took photos for proof of the way the merchandise looked. The deliverymen repacked the merchandise back up and loaded it on the truck. The man handling my case said, he'd send me more merchandise and I told him I'd rather just get my money credited back to my account. He said the carrier had to send the photos of the damaged merchandise first before he could issue the refund. I called him last week and he told me it usually took 24-48 hours for them to send the photos and from there, he could do what he had to do for the refund. I called him today and I got no answer, just his voicemail. I emailed him as well and I got no reply email from him. Tomorrow I'm calling again and will keep calling until I get my money back. I spent over $2,000.00 for the merchandise. I'm starting to believe this company is a scam. They say customer service is important to them but at the end of the day…it's not. Initially, everyone was extremely helpful but then it changed.