Mi C.
What an incredible customer…
What an incredible customer experience—if your goal is to test the limits of someone’s patience. I picked up my chairs, only to discover they gave me the wrong ones. No problem, mistakes happen… except every person who answered the phone seemed completely clueless, so I had the pleasure of calling over and over again to explain the same issue. Since the mistake was theirs, I had to fight just to get them to deliver the correct chairs. Apparently, they expected me to rent another truck at my own expense to fix their error. Three weeks went by with nothing resolved. I finally said I was done, didn’t want the chairs anymore, and requested a refund for the items I never received. They refused. So I filed a chargeback. Miraculously, days later they decided to issue a refund “as a favor.” How generous. After wasting an entire month of my time, not once did anyone offer a genuine apology. But the best part? They threatened to withhold my refund unless I removed my negative review. That’s a new level of customer service. And if that wasn’t enough, they spent the morning repeatedly calling my business and harassing my employees—about 20 calls to the business and another 20 to my cell phone. Forty calls in total. Imagine if that much effort had gone into fixing the original mistake or improving customer service instead. After everything that happened, it’s hard not to conclude that this wasn’t just incompetence—it reflected a complete lack of honesty, integrity, and basic respect for customers. Businesses make mistakes. Genuinely decent people own those mistakes, apologize, and make them right. Instead, they chose intimidation, threats, and harassment. Their actions speak for themselves.
Response from Superior SeatingJul 20, 2026
Thank you for your feedback. We’re disappointed to see this review because it does not reflect the full context of what occurred. We take responsibility for the production error and acknowledged it immediately. Below are the facts: * The order was picked up from our warehouse by your driver. When delivered, you informed us that 10 of the chairs had been manufactured as bar stools. * Because your restaurant is close to our warehouse, we offered to exchange the bar stools for the correct chairs or to send a driver to collect the incorrect items. We subsequently collected the bar stools and informed you the replacement chairs would be completed and delivered when ready. * Two weeks later we contacted you to schedule delivery. At that time you insisted the chairs be delivered “today” and threatened a chargeback if they were not. We take chargeback threats seriously and attempted to resolve the matter professionally. * After many phone calls and numerous emails, one of your employees instructed us that they would not accept our calls. We continued to attempt contact and then emailed you a full refund for the items produced in error, including a refund confirmation. * A few hours after we sent the refund receipt, our credit card processor informed us that a chargeback had been initiated. We attempted further outreach to resolve the chargeback but were met with hang-ups and no willingness to discuss the matter. We regret that your experience was not satisfactory. We have worked with your organization for years without incident and remain committed to resolving issues professionally. If you would like to revisit this and resolve the chargeback or restore the business relationship, please contact Jane Petrillo at 866-213-2401 x106 or [email protected] and we will prioritize a resolution. Regards, Superior Seating Sales