VitalityWeb

We purchased an Ekornes Stressless recliner from a Vitality Web on line. It’s the third (and most expensive) Stressless we own, and the 2^nd we had purchased from Vitality Web. The chair is defective. The back support gave out and one of the arms fell off. My husband discovered that cheap, plastic O-​rings were used on the mechanism that controls the back support and that the wood was split in the arm that fell off. These are very expensive chairs that come w/​a guarantee; at least, that’s what Vitality Web tells you when they are selling you one. We contacted Vitality Web in November hoping to get parts to fix the chair. We went back and forth w/​emails; they had to contact Ekornes, they were going to order parts, the arm had to be custom made… excuse after excuse. Several months later and after many more emails, we got some little plastic rings in the mail, but were told that Ekornes required a furniture tech to be sent out before they’d send the arm. Vitality Web subcontracted our chair repair to a fly-​by-​night company called Classic Furniture. About a month ago, someone from Classic Furniture left my husband a message w/​a date and time that they would come look at the chair. The problem was that my husband had lost his phone and never got the message. They showed up anyway and, of course, no one was home, so we had to reschedule. The first time we called to reschedule, the rude woman who answered the phone said our «ticket was closed» and that we would need to contact Vitality Web to reopen it, which we did. We got an email letting us know that someone from Classic would call us, and, a couple weeks later, got another email indicating that they had tried to call but were unable to reach us, and wanted us to call them, which we did; three times, before we finally got a call back. When the woman called us back, we made an appt. for today; May 5^th. She indicated that she would let us know the night before an approx. time the technician would be there, which was fine. My husband to the day off so we were flexible. On the eve of May 4^th, my cell battery was dead. I put it on the charger and checked messages this morning; one of which was from the woman from Classic, confirming the time, but also adding in a new requirement that she didn’t mention before; her new requirement was that I must call her back «before this morning» to confirm the time; otherwise she would cancel our appointment. I called and texted her as soon as I got the message, but she refused to honor our appointment, based on my «failure» to meet her latest demand which I didn’t even know about until after-​the-​fact. She was curt, rude, and came across that we somehow were expected to be at her convenience; at her whim. Even though I explained that I called her as soon as I got the message, and pointed out that her new condition that someone call her back to reconfirm an appointment we already had was NEVER mentioned before, she refused to honor our appointment. My husband has now wasted a day off. Vitality Web has been notified about their fly-​by-​night company they choose to offload their repairs too and has not responded. They have given us the runaround for 6 MONTHS. This is not a company interested in taking care of it’s customers. Take your business elsewhere. You can buy a chair allot like a Stressless at Costco for a fraction of the price, and Costco will stand behind their product should you have any issues with it.

I sent my Herman Miller Aeron chair to Vitality Web for repair and it was fixed and sent back to me within a week, completely repaired. I’m glad I did not have to buy a new one because they were able to save my old one and I am very happy.

It’s totally shocking to experience how bad VitalityWeb STILL is. One would have thought they would have improved based upon all the bad reviews and feedback over the years, but no.
I recently needed a part on my Herman Miller chair replaced under warranty. VitalityWeb, the authorized warranty center for Herman Miller in California, told me they would place the order with the company and I should have the part in about 3 weeks.
Nearly a month and a half later, I had received nothing so I contacted VitalityWeb back. Turns out, they never even submitted the order to Herman Miller!
They said they actually had the part in their stock however and could send it right out. HUH? Why they heck didn’t they just do that in the first place? I had to live with a broken chair for a month and a half due to VitalityWeb’s incompetence and total disregard for anything resembling customer service.
Based on my multiple bad experiences with VitalityWeb, I will NEVER purchase another Herman Miller Product EVER again, and in fact am selling my chair this week and purchasing a a Steelcase Leap chair instead.

I purchased two stressless chairs and ottoman’s from these people. On delivery I was recovering from a hip replacement and was not able to inspect them, etc. When I did I found that the two chairs I bought were not the same chair one had one base style and the other a different style. I have been attempting to get them to do something about this for over two months now and they just keep ignoring it saying they have no way of knowing which chair is which — so this is my fault?
Then I ordered the rings that raise the chair a bit as they are very low to the ground and hard to get in an out. Wouldn’t you know they send the wrong one now I have been waiting another month for them to send the shipping label so I can return the ring for the correct — they would not send me the replacement without the return. I have yet to receive the label.
Do not buy anything from these people they are just not honest
Jim S

Bought a massage chair and everyone in the store was very helpful especially Cody. I called in about a massage chair that I was interested in and when I came to the store, they had roomful ofassage chairs and other specialty chairs. I was able to try all the different massage chairs and ended up getting the one I came for. I know the reviews are really bad on here and I was pretty weary about purchasing a massage chair from them but my whole experience was great. Nothing but good things to say about the staff. Its probably better to visit the store instead of purchasing online. I actually drove all the way from Long Beach to make sure I got the chair I wanted and also test it out and inspect the condition.

UPDATE: Although the store never did offer me a discount for all my trouble on THIS chair, after considerable time trying to find another store to buy the chair I wanted, I couldn’t find a substitute. So despite misgivings, I called the store directly, not wanting to chance another botched web order. The first time I called, someone promised to get back to me and did not. I called again and had a LOVELY salesperson who found the chair I had originally wanted that was a floor model from a closed store. I explained my past history and the store agreed to sell it to me at a good price and not to charge shipping. The chair arrived as promised and is great. So in the end, they did make it right, although I had to make all the effort.
DON’T BUY FROM THIS STORE. They advertised a chair on the web and I purchased it online. They sent me an email that it was in stock and ready to ship, but I needed to take an extra step to confirm the shipping address, since it was different from the mailing address. I did that the next day. Then they emailed that the credit card didn’t go through. I called the next day and gave a new one. Then 3 days later, they email me that they don’t have the chair in stock and can only sell me a different chair in a different color I don’t want. I’m very upset — they clearly sold my chair, that I had already bought, to someone else — and was angry at the bait and switch. They couldn’t care less and didn’t offer me any discount on another product or anything. I understand that things sometimes happen, but the lack of customer service for THEIR error is disgusting. Buy from someone else.

I purchased the Areon Deluxe Graphite Work Stool w/​set up. It arrived on time, assembled and in perfect condition! Love, love the chair.

Ordered a «refurbished» HT 5270 Human Touch massage chair online after talking with a sales person on the phone. No problems ordering, processing, & shipping/​receiving. Chair was in Brand New condition & works like new. Refurbished models are trials that people have returned within 30 days of purchase for whatever reason, then the chairs are re-​certified to be good as new & sold for a good discount. I bought the extended In Home Parts/​Labor 5 yr warranty for an extra $ 169.00. I am more than happy with Vitalityweb & the chair.

What would make someone write a bad review? For my birthday, I received the Herman Miller Sayle chair (cost: $ 432). No problems so far.
It felt very comfortable on my back BUT the arms do not retract and I cant move it under the desk so its useless for the office. I called VitalityWeb and was told I could exchange and pay the difference for the $ 600 model, which comes with retractable arms.
Then I am told that to return it, I must pay for all of the shipping and handling and a 10% restock fee, unless I want to pay an extra $ 200 to get the model with the retractable arms. The representative told me it would cost about $ 35 to send it back UPS. (This was a birthday «present» bear in mind).
I go to the UPS store and they told me it would cost $ 147 to ship it back to VitalityWeb. I again called VitalityWeb, demanded a UPS return label and was told by a supervisor that it was «my responsibility» to pay for it to be sent back. The supervisor did not offer any kind of concession and did not even seem to care that I was going through all of this hassle to return a birthday present.
Read the other reviews for VitalityWeb, there is a pattern here.

I have a Herman miller Aaron chair and i broke the seat pan after 8 years of use. I called this place up, Terri was more than willing to look after me, she called me back when she said she would, they went out of there way to make sure that warranty covered the part and they got it to me with $ 0 cost. I was more than happy to pay for the part but they assured me that since the chair was less than 12 years old warrant should cover it.
They are great and i would be more than happy to go back there again.
Mike M

Dishonest company. Received defective Herman Miller Mirra chair from them (the spine was out of alignment such that the back could not be installed onto the base, without changing the shape of the heavy metal spine). Returned it and they only provided a partial refund after considerable delay and dozens of phone calls. Then they tried to say nothing was wrong with the chair, after they had told me this is a problem with this particular Herman Miller model.

I was looking for a lounge chair and found them on the web, only to learn that they were located about 20 miles from my home. I went there to try out some of their chairs and decided to get an Ekornes model. Their price was exactly the same as others on the web, but I’d have to pay the sales tax. I was ok with that, supporting my own state. I did ask if there was any savings if I picked it up instead of their free delivery and was told no.
But my wife was interested in a 2^nd ottoman if it could fit in a certain location. They said it was best to order it with the chair and first ottoman to be sure they all matched. I asked if I could borrow a floor model of the ottoman of any color for the day to try it out at home, leaving a deposit or a credit card. (The had plenty of them on the floor).
The sales lady I was dealing, a tall middle-​aged blond, said no, I’d have to buy it, then return it and either pay a restocking fee or use it as a credit. No accommodation whatsoever.
Well after two no’s and little interest in getting my sale, I went home and ordered from another Ekornes dealer online. She could have had my sale, but was so unfriendly and unaccommodating that she lost my business.
This seems to echo other reviews of unfriendly customer service.

Absolute worst customer service ever. They are highly unorganized and pack their chairs very poorly. I sent a Herman Miller Celle to them to have them service it (they are the warranty service center for California) in early November. The chair literally sat there for over a month. Whenever I called, nobody knew the situation. When it was finally shipped back to me, they literally just stuck the whole chair in a box with a sheet of bubble wrap. Of course, it was damaged, and the problem had not even been fixed. I received the chair on Dec 22, 2010. I spoke to them today, and got word that my replacement parts will be shipped to me in three weeks or so. Yes, not a new chair, but just parts. The Herman Miller 12 year warranty and this service center are a joke.

Terrible communication. The folks here have no sense of how to set customer expectations. They say one thing, but it turns out not to be true.
For example, I drop off an Aeron chair for repairs. I’m told I’ll get a call in 24 hours. 48 hours later nothing, so I call. They say the guy will be in that day and will get to it that day or the next. Fast forward 10 days. Nothing. I call again. The guy will be getting to it real soon. Couple days later I get a call, it’s gonna cost almost $ 400 to repair. I say ok. I’m told I can pick it up same day. I don’t want to drive all the way out to Poway so I say I’ll pick it up the next day (Saturday). They say, call between 10 – 2 Sat.
Sat comes. I call at 1pm. Am told Hannah is busy with a customer, but she’ll call back. 1:23pm, no Hannah yet so I call again. She’s still busy. At 1:41 I give up, decide to drive out to store. Get there at 2:05.
To my shock I find they haven’t even started on the work, even though the person on Fri told me they’d already charged my credit card. So I had to wait. They said 5 – 10 min. It was about 35 min. I got out of there around 3pm.
When they wheeled the chair out, I discovered that they’d changed different parts than I’d paid for. The main seat hadn’t been replaced. The guy says he replaced the cylinder, which nobody’d told me was going to be replaced. So he goes back to the shop w/​my chair. 10 mins later he comes back with seat replaced. Repeats several times how I’m getting a free cylinder. Hey, not my problem, VitalityWeb is so mixed up, nobody communicates correctly to each other, and the customer is lost.
Never again. Really really disappointed in this store. So disorganized I don’t know how they stay in business.

I recently purchased a new Herman Miller «Aeron» office chair at VITALITYWEB THE BACK STORE. I drove 25 miles each way to reach this showroom. Why did I drive the 50 miles round-​trip to Poway for this chair you may be asking?
The answer is quite simple, because the Aeron chair is one of the world’s most advanced posture fit, ergonomic, and slickest looking chairs on the market today. I chose the titanium colored chair as it matches my MAC G5 and my entire super cool modern looking desk and file drawers in my den. Top that off with a 12 YEAR bumper-​to-​bumper warranty and this purchase is quite frankly an investment to maintain my good posture and continued good back health well into the future.
By the way, this chair has a price tag of $ 879.00
I came to find that VITALITYWEB THE BACK STORE existed via eBay and chose to go to their showroom in Poway rather than order the chair via the Internet. This is where I go down from a 5 Star experience to a 3 Star experience because quite frankly I was met with the world’s worst middle aged sales woman on planet earth.
My guess is that I might NOT have looked like I could afford this expensive item while I was being treated like dirt. Think of uppity, snobbish, and a complete pompous ass all wrapped up into one terrible human being and you got my saleslady.
I was about to leave the store for good when Hannah and Erin stepped in to save the day. After I had shared my awful experience with the both of them, they both did what it took to save the sale from falling through. They were both truly amazing and made me to feel that what I had experienced would never happen again.
Not only did I purchase the chair, but I will be back to shop there again. It’s also worth mentioning that I received a phone call from the stores manager the very next morning offering all apologies for what I had experienced and did offer to make all things right by discounting my next purchase because I intend to buy another chair within the next 6 months for my lovely wife.
I intend to take the manager up on his offer. After my next sales experience I will update my review.
Stay tuned…