• TheaterSeatStore

TheaterSeatStore

Overview

TheaterSeatStore has a rating of 4.56 stars from 1,778 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with TheaterSeatStore most frequently mention customer service, shopping experience, and long time. TheaterSeatStore ranks 15th among Furniture sites.

This company does not typically respond to reviews

Positive reviews (last 12 months): 78.6%
Positive
11
Neutral
0
Negative
3
8
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What reviewers want you to know

Positive highlights

  • Customer Service: In general terms, friendly & easy to deal with.

Critical highlights

No critical highlights yet

How would you rate TheaterSeatStore?
Top Positive Review

“Christmas Gift to Myself”

Kevin H.
12/29/23

My theater seating arrived on time as planned. The chairs were packed very well and were in perfect condition. The sales staff were very available and helpful. Which made for a pleasant experience.

Top Critical Review

“Terrible Experience”

Bob K.
12/18/23

I had great interactions with a sales guy named Tom. He answered all the questions, made good recommendations, and was overall very nice to work with. That's where the good part ends. Tom mentioned it usually takes about 10 days but he expects the chairs to arrive early and that I'd get a notification. I was first texted by the shipping company with a delivery date about 2 weeks after (no big deal). I took off work to be home for the shipment, nobody showed, nobody answered the phone when I called. I contacted Theater Store and they said they'd fix it. I then got another text similar to the first from the shipping company, took off work, nobody showed, nobody answered the number provided. Called the Theater store again and they promised someone from the shipping company would call me. Nobody called. Now we're at 4 weeks. I called the Theater Store multiple times over the next couple weeks, was promised call back and help from them and got nothing. The shipping company never answered their phone, never responde to texts, and didn't return voicemails. My final call was after the 6 week mark to Theater store hoping I wouldn't have to cancel but ready to do so if I get the run around again. I got zero empathy, no discount, no attempt to make it right and no concern when I cancelled. Stay away from this company.

Reviews (1,778)

Rating

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Reviews that mention popular keywords

customer service (42)
Thumbnail of user amjanuary88
1 review
1 helpful vote
May 2nd, 2023

I just received the delivery of the theater seats I purchased today. One seat is not working. The delivery guy said to call *******743. The customer service representative I spoke with was VERY, VERY RUDE AND UNPROFESSIONAL. She asked me three times with the same questions, what is wrong with the seat? I answered her three times with the same answers, one of the seats is not working. However, every time she asked me her tone of voice was very mad! And then she hang-up the phone on me!

Products used:
Theater seats

Service
Value
Shipping
Quality
Thumbnail of user bknollenberg
1 review
1 helpful vote
December 18th, 2023

I had great interactions with a sales guy named Tom. He answered all the questions, made good recommendations, and was overall very nice to work with. That's where the good part ends. Tom mentioned it usually takes about 10 days but he expects the chairs to arrive early and that I'd get a notification. I was first texted by the shipping company with a delivery date about 2 weeks after (no big deal). I took off work to be home for the shipment, nobody showed, nobody answered the phone when I called. I contacted Theater Store and they said they'd fix it.

I then got another text similar to the first from the shipping company, took off work, nobody showed, nobody answered the number provided. Called the Theater store again and they promised someone from the shipping company would call me. Nobody called. Now we're at 4 weeks.

I called the Theater Store multiple times over the next couple weeks, was promised call back and help from them and got nothing. The shipping company never answered their phone, never responde to texts, and didn't return voicemails.

My final call was after the 6 week mark to Theater store hoping I wouldn't have to cancel but ready to do so if I get the run around again. I got zero empathy, no discount, no attempt to make it right and no concern when I cancelled. Stay away from this company.

Products used:
Vega seats

Service
Shipping
Returns
Thumbnail of user robertt2654
1 review
2 helpful votes
April 29th, 2022

They must use some kind of weird "Genuine Leather" because its trash! Yes I ordered real genuine leather, but I didn't get it. This place sells junk from China and charges a premium price for the junk. If I'd known I never would have bought it!

The chairs came marred and with spots that the company refused to fix after being notified of the problem. They eventually claimed it was my fault and not the "fault of the leather" (their reasoning was that I used the chair and that it failed from light, common use). The warranty therefore wouldn't cover it. More spots continued showing up and the obviously fake leather came apart and wore with extreme ease, even in spots where there was no use (for example on the sides and the back). The seats and cushioning break down quickly as well. Avoid this company at all costs!

Products used:
Theater chairs

Service
Value
Shipping
Returns
Quality
Thumbnail of user josephl988
1 review
3 helpful votes
December 15th, 2020

I ordered seats months into Covid, so lock downs/ limited staff procedures were well into effect. My 10-12 week sales order took 23 weeks. From a crappy customer service rep that was fired, to a replacement rep that did everything in her power to try and fix our issues. Not the only customer getting the month long delays and run arounds. The final kicker, one of the seats Lighting didn't work after delivery and assembling.

Thumbnail of user kirany5
1 review
3 helpful votes
June 21st, 2022
Verified purchase

Hello All,

Don't make big mistakes ordering furniture from theater seat store or seat up or Interior Mark LLC they are same company.

I ordered four theater seats on May 22,2022, and Theater seat store(Interior Mark LLC) delivered to my home address with one of the seat right arm broken on delivery June 09,2022, on the same day and same hour of the delivery itself I called Theater seat store support and told on delivery that one of the Octane seat box is damaged with crush box and sent video and multiple photo. From there onwards myself and my wife keeping on calling and sending emails to replace the seat and Theater seat store support told they will fix the with new parts, since than there's no update on seat fix or replacement till today.

My advice and recommendation, please don't buy or order from theater seat store(InteriorMarl LLC), there support is horrible, they don't care to respond your emails or phone calls. Days passed no response from them till today June 21,2022, your money is put on broken seat, where you are expecting brand Octane seat, thinking to enjoy your purchase.

Thanks
Kiran

Thumbnail of user brookeandersen98
1 review
2 helpful votes
June 19th, 2023

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

Tip for consumers:
HORRIBLE CUSTOMER SERVICE

Products used:
RUN, DON'T BUY FROM THEM

Service
Value
Shipping
Returns
Quality
Thumbnail of user andrewd988
1 review
2 helpful votes
January 7th, 2021

I ordered my chairs on August 25 2020 and paid for them but had them on hold for my
New house to be completed. I called them on December 23,2020 to have
Them shipped out but delivered after January 8,2021 with white glove
Delivery. Today the 7th I called them to make sure they were on their
Way and would be here soon and was told they gave them away and I would
Have to wait for a new shipment to come in on January 31st. Terrible way to do business!

Thumbnail of user franciscos280
1 review
0 helpful votes
March 10th, 2023

I was dealing with Shara Jennett@ InteriorMark for processing my payment. A week after placing the orders, I was contacted by their billing department, stating that my card wasn't going through (although my bank could not see where they attempted to make the charge.) I asked for an alternative method of making a payment, and they asked for a voided check. I provided the voided check, but since the address on the check didn't match the address of the shipping location (I needed theater room seats for my cabin in big bear) they said they could not process the payment. They did not bother to do their due diligence and figure out of the way to collect payment. Seems like they have enough business that they did not need my 2k.

Thumbnail of user chict2
1 review
3 helpful votes
August 15th, 2021

I bought 2 chairs then bought 2 more 5 years later. There were a couple things I overlooked on the first 2 chairs. The nick in the leather they glued down, and the crooked head rest, lower on one side. The second two chairs 5 years later, are cheaply maid with phony leather, & mushy seat foam. The leather has peeled in 2 spots now and they refused to rectify this. They claim the chair is "overused" and they could "sell" me a chair back. I would suggest buying chairs from Costco, to anyone thinking of making a purchase because Costco will always make it right! Pandemic or not, Theater Seat Store has always taken their time sending and delivering their furniture. It takes months. My advice to my daughter was to buy somewhere else. My advice is to buy elsewhere to anyone reading this. This company doesn't back their product. The customer service is non existent.

Tip for consumers:
Order from someone else.

Products used:
Theater Seats, Recliners

Service
Value
Shipping
Quality
Thumbnail of user johnd3735
1 review
6 helpful votes
May 21st, 2020

Order placed and money accepted 12-2-2019. They probably lost the order because when called about status at expected arrival they said whoops, just another 3 months. Realize about the virus status in China where they are made. Still trying to get answers or reply 6 months later.

Thumbnail of user maureenf109
2 reviews
8 helpful votes
August 19th, 2020

The order was incorrect and customer service, Chelsey, expected me to pay a restocking fee. The Manager, Shara, is rude and unprofessional. I will not purchase anything from this company in the future.

Thumbnail of user mf316
3 reviews
14 helpful votes
March 6th, 2021

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

Tip for consumers:
Check other companies, who only charge the credit card after the product is delivered.

Products used:
I never received the product, and they are dragging their feet about refunding the deposit

Service
Shipping
Returns
Thumbnail of user chrisc1858
1 review
2 helpful votes
November 17th, 2020

At present, I have no seats to review, so this isn't based on product. We are disappointed with the customer service: we know our seats are close (~20 miles away) sitting at a shipping yard, but the Company and their contracted delivery vendor are not completing the shipping process. We have received multiple promises for calls back over the last 2 weeks but they never call back. We have also been provided numbers for the Company's vendors but they will not resolve delivery; besides, in what world are we supposed to track a purchased shipment through multiple vendors of the Company collecting our dollars? Honesty and customer service are difficult to come by these days. I understand times are different with COVID but upfront honesty and follow up is all it takes to overcome out of the ordinary delays/events and it has been entirely absent. This review will be updated once seats are (if ever) received and will update both the customer service and go over the product.

Thumbnail of user ryans475
1 review
2 helpful votes
October 14th, 2019

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.

Thumbnail of user henryx2
Henry X.
2 reviews
1 helpful vote
November 27th, 2017
Verified purchase

I tried for over 45 min to make a purchase. when I called customer service Nick Ext.106 was not very helpful and didn't take my order and apply my discount code

Thumbnail of user arthurf113
1 review
6 helpful votes
April 9th, 2021

We received numerous advertisements from theartreseatstores.com while we were shopping online for theater seats. So we decided to buy from this site because the online store shows quality pics and we liked the Octane design. We ordered 7 chairs (3-seat sofa and (4) singles chairs) and got a delivery date. Supposedly, Covid-19 delayed our shipment and that was understandable but after the the delivery arrived and guys open the boxes and set the chairs up, we were very, very disappointed in the quality of the craftsmanship (POOR). First of all, (2) single chairs were leaning and had bent frames, another chair had a different headrest installed, (4) chairs had excessive leather sewn at the back of the headrest seam (the others are okay), (1) chairs foot rest had gathered leather sewn in the corner and all of the glass trays are were very wobbly (you can't even place a coffee cup on it because it slides off), the accessory lights only fit into (2 of 7) of the grommets on the armrests. After talking to a few people at the company, we finally reached Shara, one of the managers who reached out to help us by sending replacements parts. The replacements solved our problem with the bent frames and the wrong headrest, but we have to live with the bunched up leather behind the headrests.
To repair the tray issues I explained that the table tray shaft was to fabricated too small for the grommet in the chair arm and was very wobbly. I explained that this is a machined flaw between the two components (tray shaft and grommet), then I sent her a video/pics to show the defect. She sent me new shafts and new table trays but that did not fix the problem. I again, reiterated the fact that the fit between the tray shaft and grommets needs to be corrected first. After speaking with them today (9 months later) one of the reps told me that Shara said she has done all she is going to do and that's it.
No Resolution, No Compensation, the case is Closed!

***Read these reviews*** https://www.sitejabber.com/reviews/theaterseatstore.com

Think TWICE before you spend your money here... Made in China... see attached pics!

It clearly shows the issues with this companies products... 70 people can't all be wrong!
AWF

Tip for consumers:
Buyer Beware! Headache

Service
Value
Shipping
Returns
Quality
Thumbnail of user chard2
1 review
4 helpful votes
January 15th, 2015

Horrible customer service! Received wrong order! I have called 4 times in 9 days and emailed 1 x NO one has even called back! Yesterday I was told a Mgr would call me... they didn't! When I called today (4th time) I was told Mgr was in a mtg yesterday & would call me today! Really? You ship the wrong item, don't return numerous customer calls and can't take the time to resolve an issue even 9 days later?

Thumbnail of user stuartb227
1 review
2 helpful votes
November 4th, 2019

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.

Thumbnail of user paulk92
1 review
6 helpful votes
May 18th, 2015

They Said They didn't have the seats in stock, so they would only charge 50% now to my credit card and when the seats ship in 4 weeks they would charge the balance. They charged the full amount right away and now I have to complain and file dispute with my Credit Card Company. They're Service rep Rock was a total jerk acting like they are doing me a favor by crediting half now when they were never supposed to charge my card anyway. I should have never been charged the full amount. Beware of this Business. Horrible Customer service.

Now they send me an invoice that says my seats have a loveseat in the middle when they are not supposed to. They say it won't but the invoice says so and don't worry about it? This company is horrible They're manager Rock is saying this now and is being rude about it when all I want is a corrected Invoice. If I could buy this anywhere else I would. Beware! Cancelled Order

Thumbnail of user mr243
1 review
7 helpful votes
March 5th, 2015

Sales Rep took an order for three identical chairs and processed my PayPal payment immediately. Said it would take 14 - 21 business days for me to receive. I periodically tracked the order on their website and in the status, it stated "In Production." Almost one month of waiting, I contacted the vendor to inquire about delivery date. Customer Service Rep called the manufacturer and learned the item was no longer available. They had been sitting on my order and payment in full, for a month. Customer Service Rep tried to offer me an "upgrade" presented by the manufacturer, but the upgrade actually had a MSRP lower than the original price of the item I ordered. It took multiple follow up phone calls demanding my PayPal refund before they finally processed it. A week later, the Theater Seat Store is STILL showing the item I purchased as "DELIVERS IN 14 to 21 BUSINESS DAYS" despite my calling it to their attention. Buyers beware! DO NOT trust the order status on their on line tracking system and continue to follow up until you receive your order. I personally will NEVER order from them again. They should have paid me interest for the time they were holding on to my payment for furniture that wasn't even being built.

Thumbnail of user danc56
1 review
5 helpful votes
July 7th, 2014

I have never had such a horrible experience with any company anywhere. This is not an exaggeration, or embellishment on the truth by any means. As a business owner, we order new inventory every day, and we have never had such lip service with absolutely no follow up or effort to resolve the problem. The couch we order for our new office location was more than a month later than it was quoted, and it arrive with no legs! When we called to get this resolved, I asked to have it rushed and they said "well see what we can do". 2 weeks later, I am now calling back as we still do not have legs for our waiting room couch that is sitting on the floor. Avoid at all cost. They are cheap for a reason.

Thumbnail of user jamesw200
1 review
4 helpful votes
August 17th, 2015

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.

Thumbnail of user alanh40
1 review
8 helpful votes
November 1st, 2013

I ordered 12 seats from them a few months back which cost a pretty penny. They said due to the amount I was spending I was a preferred customer. Which came to mean they preferred more money than less. I get a modified receipt about 2 months later that was for $1500 less than I paid them and my chairs show up 3 days later which did not have all my options on them. So after 5 emails and 20± unreturned phone calls it is apparent they are gong to do nothing to fix the chairs or refund the difference. My only recourse is to reverse the chargers I guess.

Thumbnail of user michellep39
1 review
4 helpful votes
December 16th, 2014

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!

Thumbnail of user russellz1
3 reviews
4 helpful votes
January 21st, 2016

I ordered a loveseat and I got 2 seperate chairs that you have to push together. These have serious problems as they can move apart and then the mechanical leg extended out can tear the leather or bend the framework. A very generic setup which they will not take back. I called as soon as I got them. Their return policy is no good and their product matches that.

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From the business

TheaterSeatStore.com is the world? ۪s leading website to find home theater seating and all other home theater furniture seating items and accessories, period. http://www.theaterseatstore.com/ Twitter: www.twitter.com/theaterseat Google+: https :// pl...

Company Representative

Thumbnail of user brucet92
Bruce T.
Typically does not respond to reviews

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