TERRIBLE CUSTOMER SERVICE. My fiance had been lusting after one of their chairs for 5 years but…read moreheld off because it was expensive, so I wanted to surprise him with it for his birthday. I should have known they were going to be super difficult to deal with because another friend of ours had a bad experience with them as well, but I thought it was just a one-off and we couldn't have possibly been that unlike the hundreds of "5 star reviews" listed on Trustpilot. Nope, the service really is that awful. We ordered on Black Friday, which we understand and completely acknowledge is a busy time of year. The product was picked up on Monday and I received an update email from Fedex saying the item was picked up, with an estimated delivery date of Wednesday. Since it was such a large purchase, I checked the tracking every day and it constantly showed delivery for Wednesday by 5PM. My fiance was really excited about finally getting the chair so he took the day off work on Wednesday to wait for the chair. It never came. On Thursday morning, I checked tracking again and it had been updated to show delivery by 5PM Thursday. I called Fedex at 10:55AM asking if it would be arriving that day, and they said yes, the item was being loaded on the truck as we speak and it will be delivered that day for sure, so I stayed home that day to wait for the delivery. There was no delivery that day either. I called them at 5:15PM asking for an update and they said the item was never loaded on the delivery truck and just sat in the warehouse all day. I asked why, he said he didn't know and would to investigate. After I hung up the phone with him, at around 5:20PM, I requested a pick-up at the Fedex location instead because there is no way we could stay home for a third day for a delivery that may or may not arrive. In the meantime, I contacted NEEDforSeat customer service via live chat and I asked about this delay. She said she will contact Fedex to ask. I told her that I am aware of a Fedex policy where if a product is not delivered by the standard delivery date, you are entitled to a shipping refund, but since I was not the one who paid Fedex directly (I paid Needforseat and the company paid Fedex), Needforseat would be the ones who'd have to request this refund from Fedex. We stayed home both days based on Fedex's "delivery guarantee" for a product that was never delivered. Needforseat customer service absolutely abolished any responsibility over this. She first said that the Fedex delivery date had been updated to Thursday when the item was picked up on Monday (not true, I have screenshots and an email from Fedex saying the delivery date was Wednesday), then said Fedex had it out for delivery by 9PM on Thursday but I requested a pickup at 7PM which is why it wasn't delivered (also not true because the delivery deadline was 5PM and the Fedex guy told me himself the item was never loaded on the truck so how would it magically get delivered). She said based on these "facts," there was no delay. I pointed out all of these inconsistencies with her, but she didn't address them and said that I made my own choice to wait for a delivery based on an estimated ETA so it was basically my fault. I'm not sure if she is aware how tracking works but when the Fedex site says "Delivery by 5PM on X date," it means you can expect it to arrive by that time on that date. I understand that tracking is updated periodically but I checked it every day, including the morning of and the afternoon of the expected delivery and it was never updated to show anything other than Wednesday by 5PM, until it wasn't delivered and on Thursday, the tracking updated to show delivery by 5PM Thursday. She reiterated there was nothing she could do and I had two options, either just pick up the item and act like nothing happened, or return it and then have to pay a 20% restocking fee to cover the loss and the cost of return shipping. There is no way she would refund the cost of shipping (even though the refund in shipping would actually be done by fedex... who knows, maybe she did request fedex refund their shipping but she's refusing to refund us). I do 90% of my shopping online, and I've never had an issue like this one where the company refuses to help or take responsibility for an order. We ended up having to ask a friend to borrow their car to go pick up this order because the package was so large it wouldn't fit in our small car. It was a total inconvenience on our part, especially after paying $100 for shipping. I don't recommend buying from this company. Better to spend your money elsewhere at a company that actually knows the concept of accountability and customer service.

So I recently ordered a chair from this company for my husband, and after two weeks we still have…read morenot obtained our item. After speaking to fedex they stated they lost our item so naturally we were upset. However, after contacting this company about the item they basically said we have to investigate the issue. Ten days go by and they still do not know what is going on and instead of just shipping us a new chair they would rather battle with us because fedex lost the package. So obviously not very professional or user friendly at all. We have gotten to the point even when they decide to get their process together at NeedforSeat USA we no longer want to have anything to do with them or their business. It is ridiculous that I had to call fedex just so they could contact NeedforSeat just to get anything going. I cannot recommend anyone buy anything from this company since most likely you will not obtained the $400.00 item that you paid for. We are so disappointed, the worst part after contacting them was they basically told us "its not our fault and its too bad you dont have your $400.00 chair but we wont do anything about it." So now I have to contact my credit card company and let them know this business is a fraud.