Misleading images
We are incredibly disappointed with both the consistency of this product and the company's customer service. We purchased this medical chair about a year and a half ago in the shade "Taupe." Because the chair worked well for my practice, we recently ordered a second one in the exact same color to match.
When the new chair arrived, it was a completely different tone than the first. While dye lots can vary slightly, this isn't a minor variation-it is an entirely different color palette!
Despite this massive shift in manufacturing, there was zero warning on the website that the tone had changed, and the photos currently displayed on the website still show the original taupe, which is significantly different from what is actually being shipped.
When we contacted customer service to resolve this, their response was highly disappointing. Because they refuse to acknowledge this as a product consistency issue on their end, they are refusing to exchange it unless we pay for return shipping plus a massive cushion replacement fee (which they claim is a "discounted" 50% of the original price).
As a medical professional, consistency and aesthetics matter in a clinical space. Expecting a returning customer to pay out-of-pocket to fix a problem caused by inaccurate website imagery and unannounced product changes is completely unacceptable.
If you are trying to match existing equipment, look elsewhere—or be prepared to receive something entirely different from what is pictured.
Also a note in the description they say that there’s a taupe and a light taupe, which they also refuse to acknowledge. We will be reporting them to the Better Business Bureau.
Our practice ordered the Palma chair and incredibly disappointed with both the consistency of this product and the company's customer service WOULD BE understatement. We purchased our first medical chair about a year and a half ago in the shade "Taupe." Because the chair worked well for my practice, we recently ordered a second one in the exact same color to match.
When the new chair arrived, it was a completely different tone than the first. This isn't a minor variation-it is an entirely different color palette!
Despite this massive shift in manufacturing, there was zero warning on the website that the tone had changed, and the photos currently displayed on the website still show the original taupe, which is significantly different from what is actually being shipped.
When we contacted customer service to resolve this (David Sargsyan, his response was highly disappointing. Because he refused to acknowledge this as a product consistency issue on their end, they are refusing to exchange it unless we pay for return shipping plus a massive cushion replacement fee (which they claim is a "discounted" 50% of the original price).
Expecting a returning customer to pay out-of-pocket to fix a problem caused by inaccurate website imagery and unannounced product changes is completely unacceptable. If you are trying to match existing equipment, look elsewhere, or be prepared to receive something entirely different from what is pictured.
Also note in the description ton their website they say that there’s a taupe and a light taupe, which they also refuse to acknowledge.