Secret Lab - Defective Chair With no Refund

[Sorenson]

Name of Brand: Secret Lab

 

 

Description of your issue:

- I ordered the Secret Lab Evo Chair which was delivered on October 8th. I carefully assembled the chair and noticed the left armrest was defective and could not be raised or lower. I contacted Secret Lab and they informed me that I would not be able to receive a working armrest until mid December.

 

I did not want to wait that long and decided to request a refund and buy a different chair as the warranty time frame was unacceptable to me. My return was approved, however, the company all the sudden decided they could provide me with a replacement armrest sooner and sent that instead of proceeding with the refund. I have since gone back and forth with the company over the course of ~50 emails, have returned the chair to them, and still have not received a refund. 

 

 

 

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result? 
-  Yes, see above.

 

 

What would an ideal resolution of your issue look like?

- To be provided a refund immediately.

 

[wanderingfool2]

I'm curious, when did you officially return it vs not getting a refund?  Like if it was just within the last few days or maybe a week I could understand a delay.

 

I know you said it was Oct 8, but I assume it wasn't returned until at least a week or two later.  I only say this because refunds can take an alarmingly long time [and I mean on the merchant processor end].  Like for credit card refunds, at my former place of work if we issued a refund to the customer it could take 5 - 10 business days typically before it actually gets processed.  Actually even when lets say I pay my credit card bill, from the time the money leaves my bank to when the CC company "gets" the funds I've witnessed it take 5 business days before.

 

That's why I'm kind of curious in regards to the timeline.  I'm also curious, when they revised their arm rest what was the new date they were saying they could deliver it by 

[Secretlab_Maisie]

4 hours ago, Sorenson said:

Name of Brand: Secret Lab

 

 

Description of your issue:

- I ordered the Secret Lab Evo Chair which was delivered on October 8th. I carefully assembled the chair and noticed the left armrest was defective and could not be raised or lower. I contacted Secret Lab and they informed me that I would not be able to receive a working armrest until mid December.

 

I did not want to wait that long and decided to request a refund and buy a different chair as the warranty time frame was unacceptable to me. My return was approved, however, the company all the sudden decided they could provide me with a replacement armrest sooner and sent that instead of proceeding with the refund. I have since gone back and forth with the company over the course of ~50 emails, have returned the chair to them, and still have not received a refund. 

 

 

 

 

Have you tried solving your issue through the brand's customer support channel? If so, what was the result? 
-  Yes, see above.

 

 

What would an ideal resolution of your issue look like?

- To be provided a refund immediately.

 

Hi Sorenson, I'm a community manager with Secretlab and I'm sorry to hear about your situation. I've dropped you a DM to look into your case, hope to hear back from you soon. Thank you.