Garrett D.

I ordered a chair off this site because of the great prices and discounts. When the chair arrived it was somehow broken. So I immediately contacted them and they told me to send a picture to their customer service detailing the damage. So I did. In the mean time I did my research on the company which I did not do before buying the chair. This had me worried. The number of negative reviews, especially from several years back had me thinking I stupidly gave my money away to a company that sells you broken chairs and doesn't cooperate to fix it. A few hours passed and I received an email from them stating that the damage must have occurred from fedex as the chair left their warehouse in perfect condition along with providing me a new tracking number for a new chair. I did not have to even send the old one back as they suggested donating it when I have time. The new steelcase chair arrived in perfect condition a few days later and was fully operational.

I think it's important to remember these chairs are refurbished chairs and I wish they were a little more upfront about that in their advertising. To be honest, I didn't notice it was 'open box' on their site (as it's kind of hidden and not stated clearly), but I would have been happy buying a refurbished model anyways considering the discount. I'm suspicious that the chair didn't break because of fedex as I feel it would be difficult for them to break something that's properly packaged, and that it's something that went unnoticed in the quality control stage at their warehouse. However, if the previous reviews from a few years back are true it seems that they got their act together as reviews like those were probably hurting their business. Based on my experience, if you are unlucky enough to be sent a broken one, they will send you a better one.