TheaterSeatStore
reviews and complaints

I ordered three chairs from TheaterSeatStore and the sales rep was quick to take my order and process my PayPal payment. They told me it would take 14 to 21 business days for me to receive my order. I checked the order status on their website and it said "In Production." I waited for almost a month and then decided to contact the vendor to inquire about the delivery date. The customer service rep called the manufacturer and found out that the item was no longer available. I was shocked to learn that they had been sitting on my order and payment in full for a month.

The 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. I was not happy with this and demanded my PayPal refund. It took multiple follow-up phone calls 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 online 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.

I recently made a purchase from Theater Seat Store after a friend recommended it to me. I was excited to finally have a theater room in my house and had been planning it for months. I even had 3D renderings of the seat layout that I wanted.

I placed my order through a sales rep on their sales phone line. I was very specific about the configuration I needed for my room. I spent thousands of dollars on the seats and was eagerly waiting for them to arrive. However, when they finally did arrive, they were not what I had ordered.

To make matters worse, the seats arrived two weeks later than the estimated delivery date. I was extremely disappointed and frustrated. I immediately called the customer service line to try and resolve the issue.

The first representative I spoke to was not helpful at all. She accused me of lying about what I had ordered and refused to listen to me. I was then transferred to another representative who promised to correct the problem. However, he dragged the issue out for weeks and kept telling me that I was lying about what I had ordered.

Finally, he told me that his company would not replace the seats unless I paid a 20% restocking fee. I was completely mistreated and felt like I had wasted my money. I would not recommend this site to anyone and suggest that you avoid it at all costs.

Overall, my experience with Theater Seat Store was terrible. The customer service was unhelpful and rude, and the seats I received were not what I had ordered. If you are looking for a reliable and trustworthy site to purchase theater seats from, I suggest looking elsewhere.

I recently made a big purchase from TheaterSeatStore, spending over $5K on chairs for my home theater. I made the mistake of choosing the top grain leather option, which is a special order. I placed my order on June 11th and was told it would take 10 weeks for delivery. I put down half of the purchase price and eagerly awaited my new chairs.

However, things didn't go as smoothly as I had hoped. As the weeks went by, I was informed that the delivery would be delayed by another 2-4 weeks. This happened a few times, and before I knew it, it was already October 1st before my chairs finally arrived. That's a total of 16 weeks, which is much longer than I had anticipated.

To make matters worse, when the chairs finally arrived, I discovered that the tables I had ordered were missing. I had to reach out to the company to find out what had happened, and was told that they were backordered and wouldn't be available for at least another month. I was frustrated that I had to follow up with them to find out about this delay, and I'm not sure what would have happened if I hadn't reached out.

The company did offer to switch out the tables for cheaper ones and refund the difference, but they didn't offer any compensation for the delay. The only thing they gave me was an extended warranty, which I doubt I'll ever use.

Despite all of these issues, I have to say that the chairs themselves are comfortable and look great in my home theater. If you're not in a rush and don't mind following up with the company to make sure everything is on track, then I would recommend using TheaterSeatStore. Just be prepared for a long wait and some potential delays along the way.

I had a terrible experience when my Berkline seating was destroyed in a home fire. I had to shop around for a new one, and I came across Theaterstore.com. I was impressed with their service and decided to go with them.

One of the reasons I chose Theaterstore.com was because they immediately returned my phone calls. I also found their product descriptions on the internet to be very descriptive. They always answered my questions from the customer's perspective, not the salesperson's. They also had great follow-up communications regarding shipping, delivery dates, and post-delivery.

I ended up choosing Octane Seating, one row of three in a straight configuration, with two separate chairs. I had previously owned Berklines and was very satisfied with them. However, the Octanes were even better. The build construction was better, and there was attention to detail in securing lighting, wiring, and reclining mechanisms. The lower lumbar support was great, and the overall seating quality was better from the headrest to the seat portion, through the leg support. The control array was conveniently located, including a power outlet to recharge phones, etc. The cupholders were sturdy and not likely to crack after time. The leather quality was great, with a perfect match throughout various segments. I was able to get samples initially and compare them to the final product, which was a perfect match. The seating was well packaged and protected during delivery. The white glove service for setup was great, and the customer service rep, Katherine Porter, was always available to answer questions whenever needed.

Overall, I had a great experience with Theaterstore.com. They were responsive, helpful, and provided great quality products. I would highly recommend them to anyone looking for theater seating.

I gotta say, I ordered 7 of them fancy Leather Theater seats from TheaterSeatStore, you know, the Klaussner Twilight Series. I even paid extra for that white glove delivery, which cost me $150, and a 5 year extended warranty for another $150. I was promised that these seats would be delivered in less than 2 weeks since they were a "Quick Ship" item. But guess what? It took a whopping 9 weeks for them to finally arrive! And to top it all off, I was supposed to get a $150 credit to my bank account because of the delay, but I never got it! I tried to contact Luis Cedano, who promised me the credit, but he never replied to any of my emails or phone calls. What a bummer!

When the seats finally arrived, I had to beg the delivery company to honor the white glove delivery service that I paid for. Can you believe it? They said they just received the contract 2 weeks ago and didn't know what they were supposed to do for "White Glove Delivery". I had to show them online what they were supposed to do! And then, when we finally set up the seats, only 4 out of 7 footrests were working! Three of them didn't work at all! I was so disappointed. I talked to Elias Balderamma about it, and he asked me to send pictures and explain the issues. But even after I did that, no one ever returned my emails or phone calls. It's been 5 weeks now!

I paid over $2700 for these seats, and I gotta say, the quality is inferior, and the service is poor. I wouldn't recommend this company to anyone. Use them at your own risk!

This company is the worst! I ordered four seats for my home theater and three of them came with tears in them. It's been months since I received the chairs and I still haven't had all of them repaired. I've talked to four different "managers" who all promised to call or email me back, but I never hear from them. It took over three months of constant calling just to get two of the chairs repaired because they needed new backs. The last chair had a tear in the arm and they sent a piece of fabric to my house. A technician came to fix the tear, but 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, but the leather was a different type of fabric and the installation was all bumpy and puckered. I finally convinced them to send me a new chair, but when it arrived, they sent a brown chair instead of black. This is so ridiculous and now I can't get anyone to email or call me back.

Also, don't buy the love seat chairs! They tip forward and the company claims there's nothing they can do about it. The customer service is terrible and their so-called extended warranty is a joke. They call some random person in your area to fix your chairs and they have no knowledge or experience with the product.

I highly recommend that you do not buy from this company. Save yourself the grief and go somewhere else.

I recently made a purchase from TheaterSeatStore and was excited to receive my merchandise. After paying for my order, I was given a delivery time and eagerly awaited its arrival. However, the day came and went with no sign of my merchandise. I received a call from the company the next day, but still no merchandise. This happened again a few weeks later, and I began to worry that something was wrong.

I decided to call the company and was initially met with helpful customer service. However, after being told that my merchandise was in transit for another week or so, I began to lose patience. When the merchandise finally arrived, it was severely damaged and broken. I was horrified at the condition it was in.

I immediately called the company and was told to refuse the shipment and write on the paperwork why. I took photos of the damaged merchandise as proof and the deliverymen repacked it and loaded it back onto the truck. The man handling my case said he would send me more merchandise, but I told him I would rather have my money credited back to my account.

He informed me that the carrier had to send photos of the damaged merchandise before he could issue a refund. I called him last week and was told it usually takes 24-48 hours for the photos to be sent, and from there, he could process the refund. However, when I called him today, I got no answer and only his voicemail. I also emailed him but received no reply.

I am determined to get my money back and will keep calling until I do. I spent over $2,000.00 on this merchandise and am starting to believe that this company may be a scam. They claim that customer service is important to them, but it seems that this is not the case. While everyone was initially helpful, things changed once the merchandise was damaged.

Overall, I am extremely disappointed with my experience with TheaterSeatStore and would not recommend them to anyone. The lack of communication and poor customer service has left me feeling frustrated and cheated.

The TheaterSeatStore is a great place to shop for all your theater room needs. They have a wide selection of furniture that will make your theater room look amazing. I spent about three months researching and shopping for the perfect theater seats for my room. I visited physical store locations and finally ordered and purchased my product. I was excited to receive my new furniture, but unfortunately, it was damaged during freight. I was worried that I would have to return my furniture and start the entire selection process all over again.

However, the customer service representative that I spoke to was very responsive and helpful. They were able to send a certified tech to my residence to take a look and see if the furniture needed to be returned. Fortunately, the issues were minor and were able to be fixed and approved per Octane manufacturer standards. I was very pleased with the service that I received from the TheaterSeatStore. They went above and beyond to take care of me and make sure that I was satisfied.

I would like to give a special shoutout to Shara Williams and her team for their excellent customer service. They were very responsive and adamant about getting the issues resolved. They made sure that I was taken care of and went above and beyond to make sure that I was satisfied. I would highly recommend the TheaterSeatStore to anyone looking for high-quality theater room furniture. They are a five-star online retailer with A+++++ customer service.

So, we were browsing for theater seats online and kept seeing ads for theaterseatstore.com. The pictures looked good and we really liked the Octane design, so we decided to order from them. We got a delivery date, but unfortunately, due to Covid-19, our shipment was delayed. When the chairs finally arrived and we opened the boxes, we were really disappointed with the quality of the craftsmanship. It was really poor. Two of the single chairs were leaning and had bent frames, one chair had a different headrest installed, and four of the chairs had excessive leather sewn at the back of the headrest seam. One chair's footrest had gathered leather sewn in the corner and all of the glass trays were very wobbly. You couldn't even place a coffee cup on them because they would slide off. The accessory lights only fit into two of the seven grommets on the armrests.

After talking to a few people at the company, we finally reached Shara, one of the managers who offered to help us by sending replacement parts. The replacements solved our problem with the bent frames and the wrong headrest, but we still had to live with the bunched up leather behind the headrests. To fix the tray issues, I explained that the table tray shaft was too small for the grommet in the chair arm and was very wobbly. I sent her a video and pictures to show the defect. She sent me new shafts and new table trays, but that didn't fix the problem. I reiterated that the fit between the tray shaft and grommets needed to be corrected first. After speaking with them today, 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!

I would advise you to think twice before spending your money here. The products are made in China and the attached pictures clearly show the issues with this company's products. 70 people can't all be wrong!

Ian and the rest of the sales team at TheaterSeatStore were really great. They were patient and answered all of my questions, which made the whole experience really enjoyable. However, things started to go downhill once the shipping company got involved. They called me and left a message, but when I called back the next morning, the representative on the phone had a really bad attitude. It was so bad that I thought I was in a Saturday Night Live skit! They even hung up on me! I had to make multiple phone calls, but thankfully the other representatives were really supportive and helpful. We finally got someone at the local delivery office to arrange a delivery time, but it turns out that where I live, right on a major shipping route through Oregon, can only be delivered to on two days of the week, no matter what. This was really frustrating because I had doctors appointments scheduled months in advance, so I couldn't be there to receive the item. I tried to reschedule the delivery for a day when I didn't have an appointment, but that didn't work out either. The drivers called the night before the scheduled delivery and asked if they could deliver that night. I said yes because I didn't trust that company to be there as scheduled if I said no. The drivers were really courteous, professional, and patient. They even helped me with the recliner and waited until I was completely satisfied. I cannot say enough good things about the actual delivery guys, but their company and dispatchers attitudes and their two day only policy are totally unacceptable in today's world.

Now that I have the Octane Dream recliner, I can say that it's pretty nice. It sits a little higher than expected, but it's comfortable and not too soft or too firm. The top grain leather feels genuine and nice. The lights are cool, but when you raise the recliner it shines on the screen and the wall. You can just turn it off and turn it back on if you lower it. The metal cup holders are nice and can be removed for cleaning if needed. There are two USB ports as well. The tray tables are basic black and look nice. They're a little smaller than a TV tray and can probably fit one normal size plate on there, but they're sturdy. One thing to note is that the location of the tray tables can easily swing around and possibly break a glass in the cup holder, so you just have to be a little careful. The reclining motion is smooth and can be adjusted easily. The motorized head rest is a great feature because you can go further back and move it to watch the screen with some head and neck support. The recliner is comfortable now, but I expect it to be even better as it's broken in.

One thing that would be cool is if they sent a little sample kit for care and cleaning of the leather, as they do offer a full kit for sale. Overall, I'm happy with my purchase from TheaterSeatStore, but I would definitely do more research and get assurances for delivery days before making another purchase.

I recently purchased some chairs from TheaterSeatStore and I have to say, I'm pretty disappointed. I ordered chairs made with "Genuine Leather" but it seems like it's not even real leather. I paid a premium price for these chairs, but they feel like they're made from cheap materials from China.

When the chairs arrived, they were already marred and had spots on them. I contacted the company to see if they could fix the problem, but they refused. They claimed that it was my fault and not the "fault of the leather". They said that I had used the chairs too much and that's why they were damaged. I was pretty upset because I had only used the chairs a few times before I noticed the damage.

As time went on, more spots started showing up on the chairs. The "Genuine Leather" started to come apart and wear away, even in spots where there was no use. It was pretty frustrating because I had paid so much money for these chairs and they were falling apart so quickly.

The seats and cushioning also started to break down pretty quickly. I was really disappointed because I had hoped that these chairs would last me a long time. Unfortunately, that wasn't the case.

Overall, I would definitely not recommend TheaterSeatStore. The chairs are made with cheap materials and the company doesn't stand behind their products. Save your money and buy from a different company.

I gotta tell ya, I bought a couple of chairs from TheaterSeatStore about 5 years ago and then I went and bought 2 more chairs from them just recently. I gotta say, I overlooked a couple of things on the first 2 chairs. There was a little nick in the leather that they just glued down and the headrest was a little crooked, lower on one side. But hey, I figured it wasn't a big deal.

But let me tell ya, the second two chairs I bought 5 years later were a real disappointment. They were cheaply made with phony leather and the seat foam was all mushy. And get this, the leather has peeled in 2 spots now and when I tried to get them to fix it, they refused! Can you believe that? They said the chair was "overused" and that they could "sell" me a chair back. What kind of customer service is that?

I gotta say, if you're thinking of buying chairs from TheaterSeatStore, I'd suggest you think again. I mean, if you want to get a good deal and have a company that stands behind their product, you should go to Costco. They'll always make it right, pandemic or not.

And let me tell ya, Theater Seat Store takes their sweet time sending and delivering their furniture. It takes months! I told my daughter to buy somewhere else and I'm telling you the same thing. This company doesn't back their product and their customer service is non-existent. So take my advice and buy elsewhere.

I had a really bad experience with TheaterSeatStore. I was told that they didn't have the seats I wanted in stock, so they said they would only charge me 50% of the total cost to my credit card. They said that when the seats shipped in 4 weeks, they would charge me the remaining balance. But instead of doing that, they charged me the full amount right away. I was really upset about this and had to complain and file a dispute with my credit card company.

When I spoke to their service rep, Rock, he was a total jerk. He acted like they were doing me a favor by crediting me half now, even though they were never supposed to charge my card in the first place. I should have never been charged the full amount. Their customer service is just terrible.

To make matters worse, they sent me an invoice that said my seats had a loveseat in the middle, even though they weren't supposed to. They told me not to worry about it, but the invoice clearly said otherwise. I just wanted a corrected invoice, but their manager, Rock, was really rude about it. If I could have bought these seats anywhere else, I would have. I just want to warn others to beware of this business. I ended up cancelling my order altogether.

I gotta say, I had a real tough time finding the perfect theater seats on TheaterSeatStore's website. I had some specific needs, like size and arm storage, but there wasn't no easy way to narrow down the choices. I had to look at every dang seat to find what I wanted! It took me hours, man. Hours!

I think it would be real helpful if they had a feature where you could select a range of sizes and features, like arm storage and whatnot. And maybe even a price range, for them ballers out there. That would have saved me a lot of time and frustration.

But I did finally find some seats that fit my needs and I placed my order. I ain't 100% sure they're the best seats for me, though. They're bigger than what I got now, so maybe I missed out on some other options that would have been better. But hey, I'm just a regular guy trying to find some good seats for my home theater. Ain't no expert or nothin'.

I gotta say, I'm pretty bummed out about my experience with TheaterSeatStore. I don't even have any seats to review yet, but I wanted to share my thoughts on their customer service. Let me tell you, it's been a real letdown.

So here's the deal: my seats are supposedly sitting at a shipping yard just 20 miles away from me. But for some reason, the company and their delivery vendor just can't seem to get it together and complete the shipping process. I've been promised multiple times that someone will call me back, but they never do. And when I've tried to reach out to the company's vendors myself, they haven't been able to help either. Like, come on, why do I have to track my own shipment through multiple vendors? That's not my job!

I get that things are tough right now with COVID and all, but I just want some honesty and follow-up from this company. It shouldn't be this hard to get my seats delivered. I mean, I paid good money for them! It's frustrating that I can't even get a straight answer about when they'll arrive.

Anyway, I'll update this review once I actually receive my seats (if that ever happens). At that point, I'll be able to comment on the product itself. But for now, I'm just really disappointed in the customer service I've received from TheaterSeatStore.

I gotta say, I had a pretty rough experience with TheaterSeatStore. I bought 6 Octane Chairs through Best Buy, but it turns out that TheaterSeatStore doesn't have any Service Techs in the Atlanta Area. So when one set of three chairs needed to be replaced, Best Buy had to handle it themselves. But then, the second set of three chairs had a Mechanism Problem with one of them. I called up Customer Service and talked to Mr. Wolf, who told me that they didn't have a Technician in the area to handle the Warranty Request. I mean, come on, what kind of company doesn't have anyone to handle warranty requests?

So I asked Mr. Wolf if they could take the chairs back since they couldn't provide the warranty service, but he refused. And when I asked for his manager's name and phone number, he wouldn't give it to me. I mean, what kind of customer service is that?

I thought buying through Best Buy would give me some peace of mind, but it turns out that they don't have the muscle or service capability to handle problems either. So, if you're thinking about buying from TheaterSeatStore, just be careful. These guys are scoundrels and I'm not finished with them yet.

I gotta say, I'm pretty disappointed with TheaterSeatStore. I put in an order on December 4th, hoping to get my delivery in time for Christmas. But they told me the earliest they could get it to me was February 14th. That's a long wait, but I figured it was better than nothing. They made me put down half the money upfront - a whole grand! - which I charged to my credit card.

But then I didn't hear anything from them for weeks. Finally, on February 19th, I called to check on my order. And guess what? They said it wouldn't be delivered until April 1st at the earliest. And they couldn't even guarantee that! I was so fed up that I canceled my order right then and there. They promised to refund my money to my credit card, but I haven't seen a dime yet. I called them on March 5th to ask about it, and they told me I was "at the front of the line" for refunds. But apparently they only have one person who can process refunds, and it takes them three weeks to get around to it. And even then, they can't promise that I'll get my money back.

Look, I get that things can get delayed sometimes. But if you're going to ask for a huge chunk of change upfront, you should at least be able to refund it quickly when things go wrong. I'm not impressed with TheaterSeatStore's customer service at all.

The TheaterSeatStore is a fantastic place to get your own private theater without breaking the bank. My husband and I were able to get a complete theater room package that included everything from the speakers to the foundation. We didn't have to worry about hiring an interior designer because they took care of everything for us. They even offered a proscenium that fit our screen perfectly.

The style of the theater room is modern yet nostalgic, reminding us of the beautiful cinemas that were popular a few years ago. Thanks to the theater package we ordered, we can now proudly invite our friends and family to watch movies with us. We also have a place where my husband and I can relax and get away from the kids for a few hours.

What we loved most about the TheaterSeatStore is that we had a say in the individual pieces that were going to be incorporated into our theater. This allowed my husband to choose pieces that we both liked, making the room even cozier and showing off our personal style. The sales experts were friendly and helpful, making it easy for us to find the pieces that matched our vision.

Overall, we highly recommend the TheaterSeatStore for anyone looking to create their own private theater. The packages are affordable, the style is modern yet nostalgic, and the customer service is top-notch. We couldn't be happier with our purchase and can't wait to enjoy many movie nights in our new theater room.

Hey guys,

I just wanted to share my experience with TheaterSeatStore (or Seat Up or Interior Mark LLC, they're all the same company apparently). I made the mistake of ordering four theater seats from them on May 22, 2022. When they were delivered on June 09, 2022, one of the seats had a broken right arm. I immediately called their support line and sent them a video and multiple photos of the damaged box.

Since then, my wife and I have been calling and emailing them non-stop to get the seat replaced or fixed. They initially said they would fix it with new parts, but we haven't received any updates on the status of the repair or replacement. It's now June 21, 2022, and we still haven't heard anything from them.

Honestly, I wouldn't recommend buying anything from TheaterSeatStore (or Seat Up or Interior Mark LLC). Their support is terrible and they don't seem to care about responding to their customers. It's frustrating to have spent so much money on a broken seat and not be able to enjoy our purchase.

Take my advice and steer clear of this company.

Thanks,
Kiran

I've had my TheaterSeatStore chair for a couple of weeks now and I have to say, I'm not impressed. Three out of the four accessory ports have become loose and it's all due to poor workmanship and design. I reached out to Sally, who was really nice and sounded like she was going to help me out. However, it's been almost March and my ports are still not fixed. In fact, they've gotten worse! I can't even use all four of my ports because they're so loose and sloppy. The trays tilt and items fall off, and even my wine glass has fallen off due to the same problem. Two of the ports even fell completely into the arm of the chair and hit the floor below!

Today, I spoke with someone on the phone who was a real genius. She told me that it's really easy to fix the problem and that all of their customers do it themselves. She even suggested using Loctite to remedy the poor workmanship from the manufacturer. I have to admit, her admission that there is an ongoing problem was honest and accurate. But really, if you're handy and don't mind flipping your heavy furniture over numerous times a year, then this is the place for you.

It's a shame because the materials used seem to be top quality, but the workmanship and customer service is low quality. I even asked if they had an instruction sheet and was told no, but they're working on some videos to show customers how to service their products themselves. Really?! Overall, I wouldn't recommend TheaterSeatStore to anyone looking for quality furniture and good customer service.