Bad Warranty & Customer Service Experience

I bought a Merryfair WAU Executive Office Chair from IXAXA Office Furniture a few years ago. It's a very expensive chair, but it comes with a full 5-year warranty. The fabric on my chair's seat cushion came loose while still under warranty, so I sent it back in for replacement. Instead of replacing the seat cushion with a brand new one, as the warranty entails, they had their upholsterer repairs the cushion. When I received the chair back, I was shocked by the poor repair job their upholsterer did. The repair job was very sloppy, and the seat cushion was full of dry crusty glue. After only a few months the seat cushion fabric came lose again and, to add insult to injury, the fabric had become permanently damaged and warped by the glue used during the repair. The chair was in a much worse state after the repair that it was prior to it and the chair had become very uncomfortable to sit in – needless to say, I regretted sending the chair in at all.

I then brought this to their attention – I compiled a mail clearly stating the issues and added extensive photo evidence of the state of the chair, both before and after the repair. In the mail I requested that the seat cushion be replaced with a brand new one. After a week I still haven’t received any reply from them, so I sent the same mail again, this time CC’ing every email address I had for the company. It’s been two weeks now and I still haven’t heard anything from them at all. I’m now in the process of trying to buy a replacement cushion at my own expense.

IXAXA clearly don’t care about its customers and don’t complying with product warranties. Take your business elsewhere.