Theater Seat Store Reviews 

One of our chairs went out the night before I was leaving town for a few days. I left my husband in charge of communicating and figuring out how to get a part. Thankfully, he had Devan at Octane and Cherise at Theater Seat Store to help him out! He almost never tells me about his experiences with customer service, good or bad, so I knew when he raved about these folks I had to leave a review. From beginning to end, they helped him, from finding our order (from over 7 years ago!), to troubleshooting the issue, and so much more. Thanks for helping him through it. I hope your companies value you the way you deserve!

Cherise Sambel went above and beyond in getting me the correct replacement motor. Great technical knowledge, very good communication which is welcome when you are in this situation. I give her 100 out of 10...lol

The Theater Seat Store has the absolute best customer service. When I first called in to get information about ordering the seats, I was connected with Drew, and he was so helpful and informative! He did not try to oversell me and allowed me to think out loud regarding what I was hoping for. I am super happy with the choices he assisted me in making. Cherise was my next point of contact, and she is absolutely amazing to deal with. Any and all questions, concerns, issues were handled promptly and with the utmost concern for my satisfaction. Even though there was a small snafu with the delivery company and the setup of the seats, the interactions with both Drew and Cherise more than made my experience a "6-star out of 5-star" one. Thank you again to both of you for helping make my theater so much better!!!

I have had a wonderful experience since the beginning, Tom a great salesman, I think he could sale anything, great personality, and it made me feel welcomed .. Cherise,she was very patient with me, I had safety issues protecting me from fraud and she reach out to me and helped me through it by being so patient and nice.. I have only spoken with two of your employees and they are very knowledgeable, you definitely have placed them in the right places, thanks a million you two !!! 👍🏽

I purchased some Octane Home Theater Seating from the theater seat store. Sofa is incredible, The color I selected did not work for me but the Theater Seat Store was kind enough to swap if for me. No questions asked. Great service from Cherise!

We had a warranty issue. We ordered quantity 4 of a reclining seat, but 3 of the 4 seats were of the wrong part number. All 4 should have been the same as the 4th correct part number. We asked for the necessary parts to fix the problem but they were no longer available.

First ... the positives. Our customer service representative, Cherise S, worked diligently as a go-between us and Theater Seat Store management. She eventually obtained authorization of an alternative compensitory offer. We were satisfied with this response given the part unavailability. We would rate Cherise's helpfulness, professional manner, cheerfulness, and demeanor highly. She is in the right role as a customer service" face of the company".

The negatives ... The root cause of the problem was 3 of 4 items ordered with the identical part number and and received were NOT the ordered part number. This must be categorized as a quality control escape. The consequence was that the items are installed with a workaround and not should have been possible by design.

In summary, high marks for Cherise but the overall problem should not have occurred in the first place.

Cherise was absolutely amazing & super efficient. I was stressing regarding my recent order and she was able to relieve that stress off immediately. Look forward to doing business again with the company in the future. I've worked as an Operations Manager for years overlooking many employees, Cherise is an amazing asset to have, the company is very lucky. Thank you again....

Beyond incredible experience. We placed a custom order for two individual Azure LHR seats in ivory vegan leather. We placed the order in March for a July delivery. I highly recommend calling and placing your order with one of their wonderful sales team members. We got in on a great little St. Patrick's sale and were able to get all of our questions answered and everything arranged the way we wanted it. As we started getting closer to delivery time, Sarah took over and began providing regular updates until we had our chairs in our living room. She was also super responsive when I had a question. Everyone we worked with from start to finish was amazing.
Delivery was excellent and well within the ETA window we were given. We had great communication with the delivery company. I only wish I had remembered to let them know we were up two flights of stairs because they only sent one guy, but we were able to help him and it all worked out!
When our chairs arrived, we found small purple stamps on the tops of both headrests. I sent photos to Sarah. She immediately offered replacement headrests and asked for more photos to help the factory find the cause and make sure this doesn't happen to anyone else.
There are many places you can buy these chairs from, but I can't recommend Theater Seat Store enough. Truly the best of the best and you will be treated like a million bucks.

One of our theatre seats arrived damaged and Sarah was prompt and responsive to my claim. She ordered the replacement and stayed in communication until it arrived. Excellent customer service!

Bought 6 chairs with white glove service, paid $400 for room of choice delivery, assembly and debris removal. The first set of drivers had no clue what was inside boxes and stated they had no idea how to assemble. We did realize that 3 of 6 chairs wouldn't fit through door because of risers so those would have needed to come off then get re installed. Anyway, they left because they didn't know what was going on. Chairs left in garage. I spoke to Charis Sambel who said she was director of call center and that she would assure me this was escalated and would have delivery company send qualified drivers. Delivery company manager called me to clarify what was needed and he stated he would send 2 drivers prepared to complete the job that was Tuesday and today is Thursday. Drivers pulled up and said they had a delivery from best buy. I asked them what they were here for and they said we don't know. They have never assembled chairs or even came with tools. I'm trying to cancel order but theater room director shara Jennet or the director Sambel will not respond to my emails. Shara even said "im not sure we can legally return these chairs". What? I spent $6600 and I'm seriously concerned about getting my money back. They ruined what was supposed to be a 50th birthday party for me which was supposed to include movies in New theater room.

Cherise was amazing to work with! Cherise was able to walk me through the process to get my chair repaired.

Great communication throughout evaluation, purchase, and delivery.

We had a situation when we first received our sofa and loveseat, but Cherise Sambel assured us that she would resolve the issue with no worries. We were glad that she was working with our case on trying to rectify the problem because at one point I was ready to return the whole order, but she talked me out of it and I’m glad she did. We love our sofa and loveseat. It’s because of Cherise Sambel professionalism, passion, empathy, patience and understanding we kept the order and I’m glad we did. Thank you Cherise for all you’ve done. We really appreciate you.

Cherise walked me through the rough experience of a failure of my beloved Octane theater chair. She, first assured that she could help me, then guided me to the best solution to satisfy my need. She succeeded in all aspects of the problem/solution to remedy my concerns. I wish all vendors showed as much concern for their patrons--unfortunately they do not--but she did! I will always and continue to recommend your business to my family and friends. Five stars is not enough, lets call it five stars and Cherise. Thank you for genuine concern.

Cherise, the lady who opened a case file on my new power recliner chairs, made the experience great. Even though I was frustrated that the chair shipped to me wouldn't work, she very patiently encouraged me to get a flashlight and figure out what must have been unplugged underneath the chair. She stayed with me on the line patiently helping, me for what seemed like an hour, to figure out which connection the chair maker had not put in. We got it done and both were happy with the final result. Although I'm sure we would both have preferred that the cord came properly attached, Her excellent service was putting up with an 85 year old man trying to crawl around behind a chair that need hooking up, right from the beginning. Hurray for a lovely helping human being and not a robot.

Worst customer service by Chelsey at Theatre Seat Store. We ordered fifteen (15) theatre seats. They sent one wrong seat (arm rest was on the wrong side). We expected them to just make things right.
Instead, they sent someone else out a SECOND time to take a look at the layout. They concluded, we received the wrong seat and needs to be exchanged.
TheatreSeat Store refused to exchange the seat.
They sent someone else out a THIRD time, these installers concluded same thing. They sent crew out a FOURTH time, same conclusion, wrong seat.
It has been over two months and Theatre Seat Store is still giving us the run around and is refusing to exchange the seat. Do not recommend! Go elsewhere. Once they have your money, they don't care.

Every company needs customer service people like Charise. She gets the job done efficiently and is knowledgeable and friendly and everything. A customer expects in customer service..

called the company they advertise 1499.00 for the Collection ((bait and switch)) advertising, talked to a "sales rep" he told me thats just for a chair.... I priced these EXACT sets on alibaba for400.00 a chair/ there 1 couch is 3700.00 what a absolute rippoff i questioned the guy and he was surprised i knew the background... he boasted he was in for 10 years with the company.. i said still dishonest pricing...

Update to my review. Though we had a good bit of trouble initially with getting our chair fixed, Shara from customer service with the Theater Seat Store expertly navigated the waters with the warranty company (who are useless) and got them to come and change out the frame of the chair. When that did not solve the problem, the Theater Seat Store replaced my chair and the new one seems to be working fine.

Dealing with Cherise at the Theater Seat Store (TSS) was more than anyone can hope for when dealing with Customer Service. She is very personable and yet completely professional. Her product knowledge is excellent. Additionally, her knowledge of the order fulfillment and delivery process made everything so very easy for me. Then, she excelled at something where a lot of CS reps tend to fail: Her follow up is EXCELLENT. Rarely have I ever had the pleasure to feel fully compelled to call a CS rep after all is said and done - just to thank her/him for doing such an outstanding job. Cherise earned that call from me. I just hope that TSS management realizes what an absolute jewel they have in Cherise. Please thank her again for me.