HORRID company! Long story short, I own a music production company. I own and operate a very high end recording studio. I needed a couple of "Human scale freedom" chairs for the engineers. I looked online and found that esca design was selling them for a good price (about $800 as they usually run for $1200). So i purchased 2 of them. When they arrived one of the chairs was a complete mess. The head rest was broken, wouldnt rise or go down. I called several times but only got a generic voicemail. I left several messages but got no response. A month later, the base/core of the chair (solid metal) broke right off and the chair collapsed! Luckily for me it was me sitting in the chair as I probably would have been held liable if it were a client sitting in it at the time.
So I continued to call and email with no response. I went to a routine of calling 3-4 times a week. For a COMPLETE YEAR!!! They have an automated phone service and its almost impossible to get someone on the phone. I say almost because after 13 months of calling, I FINALLY got someone to answer! Another red flag was that the phone was answered with "Hello". Not Thank you for calling esca designs or esca designs. I had to ask "Is this Esca design"? After expaining my situation he asks for my order number. After giving it to him, he says he cant find my it because order numbers only stay in the system for 3 months.
Well that wouldnt have been a problem if I could have gotten someone to answer within the first 3 months of calling! He then told me to email a copy of the receipt and pictures of the broken chair and he would call me back. 3 days went by and I hadnt heard back so I called back and what do you know! Sean answered again! He told me that he would have to send the email to the parts department and I should be getting a call back at the beginning of the next week. A week and a half went by with no response. After calling for another 2 weeks with no answer I finally got Sean on the phone and he tells me that he is going to have to contact Human Scale and would call me back.
I told him that if I hadnt heard from him that I would call him back in 2 days. He laughed and hung up. Of course I never heard back. I've been calling regularly 3-4 times a week again with no response. I contacted Human Scale directly (they are very polite) and they asked me to send pics of the chair because if it is just a matter of parts, they could send them to me However if it is a case in which the chair needs to be replaced then they would have to re bill the company.
Dreadfully After doing so I am told the chair will need to be replaced and that I will have to have the company I bought it from contact them... I got someone to answer the phone at esca today. Again with the "Hello". He "said" he wasn't Sean and that Sean wasnt in. I asked if Sean was the Owner of the company. He told me no and that they are owned by a bigger company. I asked what the name of that company was and he told me "I dont know". Doesnt seem like this is going to end well but I'll keep you posted.
0 comments