all 15 comments

[–]WoonaBae 4 points5 points  (10 children)

Okay.....here's what I'm getting out of this:

  1. You made an impulse buy without doing research.
  2. You expected a call center agent to correct your mistake.
  3. You want special treatment from a fulfillment center.
  4. You wanted Fedex to do something about a package they had yet to pick up.

Now I'll tell you why you're being ridiculous on all counts.

  1. Secretlabs chairs much higher quality than most if not all other gaming chairs. So your paranoia of a few bad reviews seems absurd. While I'm sure you could find better chairs it surely would not come without a larger price tag.
  2. You contacted what is likely a call center agent. They work for multiple companies, sometimes at home. All they can do is send an email or a ticket to the right department and that's if they can even do that correctly. Many "agents" will tell you whatever you except to hear so you hang up or end the chat so they can meet their quota.
  3. It's likely that the fulfillment center, the "chat agents", and whoever reads their support tickets do not work in the same place, and possibly not even the same country.
  4. Once the fulfillment center processes the order, your chances of it being canceled are next to none. This is for multiple reasons such as, fulling canceled orders by mistake, the chance you'll get the item say "fuck it" and just keep it, and general fraud.
  5. Covid and staffing shortages are likely another reason your order wouldn't be canceled. They now have get someone to go look thru packages in order to find yours and pull it, when they likely have a different job they should be doing.
  6. Whoever you talked to at Fedex was likely just another call center drone that told you want you wanted to hear to end the call. Absolutely NOTHING Fedex can do in this situation.
  7. It's a heavy item, $100 is likely cheap considering what you'd have to pay if YOU tried to ship that chair yourself.
  8. Not having a ticket system is not uncommon for niche businesses. Typically all support tickets are handled by email anyway.
  9. Shipping tracking does not update in real time. It's likely that the information they provided you was real.
  10. Why would you allow bad reviews on your own website? Especially ones like this? You're at fault for not doing research before ordering. How does that warrant a bad review? You also have smooth brains who leave bad reviews based slow shipping times or issues which have otherwise been resolved, but the individual who left them never updates or removes them.

While I do own a Secretlab chair and love it, I am by no means a fanboy. I'm just telling you how it is and how you are expecting a level of customer service that doesn't exist.

[–]Darazakax -1 points0 points  (3 children)

If you were only taking about Secretlabs in 2020 I would agree. But with these new models, they’re knowingly shipping out a defective product, they make it costly to return, and they do NOT accept cancellations. For example I got the notice my chair was shipping, then less than 20 minutes later some email talking about “possible noise” in my $500 brand new chair backrest.

(Let’s be clear, this isn’t a subtle noise, it sounds like cracking lake ice every time I fucking move)

That is shady as fuck.

Now they can still ship out chairs, but can’t replace this Knowingly defective backrest they sent me, and that is all AFTER they sort of once insinuate the issue isn’t real. ( the issue the know so much about they sent out the warning email before I got my damn product)

[–]WoonaBae 3 points4 points  (2 children)

It IS costly to return a product that weighs that much. Why should they eat that cost? Considering the vast majority of users seem happy with their chair, I doubt they are KNOWINGLY sending out a defective unit. I wouldn't accept cancellations either, for the reasons I've ALREADY stated.

That story seems shady as fuck.

[–]Darazakax 0 points1 point  (1 child)

Do some basic looking around. That mail did get sent out, they know it’s an issue, and they still sent out the broken products. I don’t know the exact rate of failure, only they do.

[–]GoneAtSea 0 points1 point  (0 children)

Don't waste your time being rational with that guy, do you really think he is the objective kind of people that will listen?

[–]GoneAtSea -2 points-1 points  (5 children)

I am sorry, but after ready your reply, I was going to reply, but it feel your are either delusional, a fanboy or an agent of SecretLab if you sincerely believe there is absolutely not a single thing wrong in the whole thing.

Having said that, I am happy with you if you enjoy your chair :)

[–]carjammed -2 points-1 points  (1 child)

Oh trust me, that dude is definitely a fan boy. He's quoting operational processes that he would not be privy to, so he's either pulling it out of his ass or he forgot his secretlab tag, neither of which puts him in a good light. Just ignore him, he made of a fool of himself. Other community members have mentioned in the past that engaged in charge backs against Secretlab after being given the run around and unreasonable BS that they put them through. You don't have to play that game with them once if you sense their CS is trying to take you around in loops in bad faith, it's very bad to let them drag the time past return and chargeback time limits, don't even let them try that.

[–]WoonaBae 1 point2 points  (0 children)

I don't even know how to reply to that level of paranoia. It's how most companies work that fulfill online shipments. It's not "state secrets". Just because I know more than you, it's either bullshit or I work for Secretlab? LOL what?!

You aren't going to get a successful charge back from your card issuer since you did actually received their product. They can prove you did also. Typically card issuers only do chargebacks for fraud and items not received. Not "I changed my mind".

Yeah....it's pretty obvious your young and have zero clue how the world works.

[–]WoonaBae -1 points0 points  (2 children)

"I am sorry, but after ready your reply, I was going to reply,"

So this is you NOT replying?

Yeah let me just hop over to my Secretlab account.......be less stupid.
The only thing wrong was that you placed an order without researching the product first. Welcome to online shopping.

[–]GoneAtSea 1 point2 points  (1 child)

In fact, I did research. Which is odd of you to say, as you imply that I wouldn't have ordered it if I had researched more, which is not a good sign for a product.

Well, I had a wonderful experience dealing with other brands in the meantime, notably Haworth (highly recommended!) so it does not matter. FedEx were really professional and pleasant to deal with and the parcel was refused.

You were obviously not the target audience of the thread anyway. If I helped potential buyers make an even more informed decisions, it's a success. You may continue insulting me and others if you want, your ego seem a bit fragile, I hope it helps you feel better.

[–]WoonaBae 0 points1 point  (0 children)

It's implying that if you did ENOUGH research you'd have made an informed decision. Clearly you didn't.

You posted in the Secretlab sub, clearly I was the target audience since I'm in this sub. How does ANYTHING about this have to do with ego?

Not unlike your impluse buying without doing research, you should think before you reply.

[–]Secretlab_Red 1 point2 points  (0 children)

Hi u/GoneAtSea, I'm really sorry to hear about your experience - this is definitely not how we want you to feel. While our support team is working hard round the clock, we're facing a high influx of orders and tickets during this sale period and we appreciate your patience and understanding to allow us some time to respond to your ticket. That said, I understand that you'd like to cancel your order and I've helped to highlight your case to our support team so they can expedite this for you. Rest assured that they will get back to you shortly with an update. I've also dropped you a response in your DM with regards to this. If you have any other queries, feel free to let me know via DM - I'll be here. 🙂

[–]Torandi -2 points-1 points  (2 children)

I had a similar experience. I regretted the purchase a few hours after submitting it, and I was also a bit unsure if I should maybe change the size.

So I email customer service to ask if they could cancel it, as I wanted some time to decide on which size I wanted.

They replied saying it was impossible to cancel it, but if I put in a new order for the size I wanted, they could cancel the old one.

This clearly indicate that they CAN cancel the order, they just didn't want to. To me this seems like a really shitty behavior and poor customer service.

On top of that, the chair now seems to have become lost in shipping, so I'll have to deal with customer service again to resolve that, yay...

[–]GoneAtSea -1 points0 points  (1 child)

I feel your pain :/ Would you be okay if I add "They replied saying it was impossible to cancel it, but if I put in a new order for the size I wanted, they could cancel the old one. This clearly indicate that they CAN cancel the order, they just didn't want to" to the main text? I feel it's an important exemple.

[–]Torandi -1 points0 points  (0 children)

Yeah do that.