Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chair about 2-3 years ago and the chair is broken so I filed a warranty claim with them. It has been over a year and *************************************************************** a replacement for the chair. This is the worst company I have ever dealt with.

  Business Response

  Date: 06/16/2025

  One of our customer service representative has reached out to the customer to resolve this issue. 

• Initial Complaint

  Date:01/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to have the back of my chair replaced under the 10 year warranty on the metal skeleton. I have opened 3 support requests and havent had a response in almost a month despite me replying every 1-2 weeks to check up. I told your **** already its unacceptable that I need to wait 2 months for this replacement part. Your **** have confirmed the part is covered but back ordered. Its been back ordered for over a month? I asked to speak with a supervisor and since then have not received a response via email. Either replace the part, issue me a refund or replace my entire chair. I didnt pay $500 for a chair to get shafted on the warranty. I will take this to small claims court for breach of warranty if this is not resolved. I use this chair for business and personal use. Request/inquiry # *****. warranty confirmation number: S017639. The last reply to my emails was 12/30/2024.

  Business Response

  Date: 01/30/2025

  Our team has followed up with customer for a resolution.

  Customer Answer

  Date: 02/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  vertagear has been able to find a replacement part for me and has shipped it out. It is coming later this week. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Alienware S5800 Ergonomic Gaming Chair (Made by Vertagear) from ******** on 01/26/2023 - Serial ********* In August of 2023 my chair started having issues. The base of the chair started to wiggle and felt like something broke, I could not physically see the issue after examination, so I assumed that it was coming from inside the base/seat. Also both arm rests started to disintegrate and chunks started breaking off. Also, the **** part of the chair felt like the foam is deteriorating and became uncomfortable to sit on the chair.. I reached out to **** for support already and they sent me to Vertagear for a warranty claim. After reaching out to Vertagear they initially asked me for some photos of my issues. I took photos and tried to explain my issues and to say there is nothing visible in photos that is causing my problems. Their response was to say since I could not show my issues in photos that they will not offer me any warranty claims. I tried to explain that I would have to cut open the chair base to show the issues, after sending that response, they ignored me and stopped responding to me. I do have copies of these emails if needed.I would like a replacement chair from Vertagear and that is the reason I am reaching out to the BBB

  Business Response

  Date: 02/04/2025

  Our customer service representative has reached out for further support for this case. 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Pre-Ordered the PL6800 in Midnight Purple on 18 September 2024 with an "Estimated Ship Date" of 14 October 2024 in the amount of $479.99 (before the $30 promo). October 24th, I inquired. They said they were "out of stock" with an item that was pre-ordered nearly a month before first orders. They told me my next shipment would be "Mid-November." That didn't happen. I inquired November 8th to see if there was an update. No reply was given for several emails. Finally, November 13th, I get told it will be "Mid-December." I asked for a refund. On the 14th of November, they said it would be 3-5 business days. It's now December 2, 2024. I still have yet to receive a refund. I sent an e-mail on November 29th, 2024, asking for an update. As of today, there has not been a reply. Bottom Line, this "business" has lost my ********* CANNOT recommend them to anyone.

  Business Response

  Date: 12/04/2024

  Customer's order has been refunded and an email confirmation of the refund has been sent on 12/2/24.

  Customer Answer

  Date: 12/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  A refund was put i to my account on 12/4/2024.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Vertagear PL6000 office chair (SN **************) on July 2, 2021. The warranty at the time and to this day states that normal damage to the steel frame is covered for 10 years. My chair has suffered such damage, so I filed a warranty claim on September 17, 2024, well within my warranty period. Vertagear approved my warranty on September 27, 2024 and confirmed my shipping address. Since that day i have contacted the company multiple times via phone as they have proven unresponsive via email, and they always tell me they are going to check with the warehousing team and email me the following morning. The company has been out of stock of the part required to fulfill my warranty since September 27, and have not provided a timeline for when they will receive the parts as they say its a discontinued item. I feel that if they are unable to provide the part or a reasonable timeline for my chair, given the 10 year warranty promised, they should furnish a newer comparable model that is in stock, such as the PL6800. I have been very lenient with customer service, even disregarding the colorway of the furnished replacement part, and now feel the need to file a complaint to try to resolve this issue.

  Business Response

  Date: 10/25/2024

  Our team has followed up with customer to provide solution for his warranty claim.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22438763
  
  I am rejecting this response because:

  The chair offered to me as a replacement, though a higher price than the chair I had initially purchased, does not meet the same specifications as the chair I am trying to replace. It's weight limit of 250 lbs is too low for me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase Date: 6/15/2023 #******* Purchase Price: ****** Model: PL6800 Warranty "Racing Series" (S&P Line) - ************************************************************************************* -Seat Mechanism - 2 Years -Arm Rest - 2 Years Dispute: Contacted Vertagear ************************** earliest email 10/18/2023 Ticket#:50192 - About seat mechanism. I don't remember what happened with that encounter. Contacted the same department again on 6/24/2024 Ticket Number#: *****. This time about the seat mechanism and the arm rest that broke. Got them the information requested to process warranty. Have a warranty#: S017089.-Sent a follow up email to check on status 7/16, received response on 7/24, stating that the seat and arm rest is out of stock and waiting on shipment.-Called 8/27 and spoke with a ********************** Support Representative). The **** explained that that it was still waiting on receiving the products after 2 months. I tried to offer a remedy to allow me to get a discount on another chair if the delivery of the replacement parts is still unknown. The **** said they'd check with their manager and I will receive an email in 2-3 days. No email received and no further correspondence in any form.-They have not tried to resolve it besides mentioning that the warranty parts are backordered.

  Business Response

  Date: 10/21/2024

  Our customer service team has followed up with this case via our support email and are working to communicate with them to provide a solution.

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refused to repair/replace a defective chair that is only 9 months old. Model: S5000 Alienware Gaming Chair that cost more than. $400.

  Business Response

  Date: 10/18/2023

  The customer reached out to us to process a warranty claim for his seat that has ripping/tearing on the base. Our customer service representative has informed the customer that we are unable to process a warranty claim for this case because our warranty policy does not cover cosmetic damages, such as rips/tears to the fabric and leather, which is listed under our exclusions. Our warranty policy covers issues such as defects/damage within the warranty period. This information can be found on our website: *********************************************************;

• Initial Complaint

  Date:02/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The lift has lost its ability to hold weight and will slowly lower the chair position. Issue was intermittent at first and has become significantly more frequent. I went through all the processes, as you can see by the email chain, and an *** for the lift was supposed to be completed (*** approved on 11/15/2022). The last communication received regarding the *** was on 12/16/2022 when I was informed the part was on backorder and fulfillment expected at the end of January. I was patient and waited through the end of January and reached back out to the company regarding the *** on 2/22/2023. I have reached back out 3 more times since then and have not received a response regarding the *** or expected fulfillment.

  Business Response

  Date: 03/07/2023

  One of our representatives have contacted this customer to resolve this issue.

  Customer Answer

  Date: 03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Vertagear ******** *** Special Edition on XXXX-XX-XX. In mid-August of 2022 a line snapped and the back no longer holds itself up, so I submitted a warranty claim on XXXX-XX-XX as it was well within it's warranty period:
  
  **************************************************************************
  
  After about a month of communication they offered me a completely different (and much cheaper) chair as a replacement, to which I politely declined and I have basically heard from them since. I have contacted them several times (even created a second ticket) and they have yet to respond whatsoever.
  
  I just saw threads on the vertagear ********* ************************************* where people are saying the company is a scam, with one user claiming it has been well over a year and they have not resolved their warranty claim - at the rate it is going now I will not have a replacement before my warranty expires. Additionally, I went to look at the reviews for chairs posted on their website and it looks like they are being deceptive and curating them (!!!!!). According to their site there have somehow been no sub-3 star reviews for the ******** *** ** - I just submitted a 1 star review and nothing is showing up, and the last review was somehow 2 years ago:
  
  *********************************************************************************
  
  Given the extremely deceptive tactics this company seems to employ, and the complete absence of communication from Vertagear I have started to think that they might be delaying so that the next time I need a replacement it will be out of the warranty time period. Due to the large number of red flags I am seeing here I cannot support a business like this and would like to get my money back so I can buy a replacement from a company that is not a scam.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */
  This customer reached out back in August 2022 to have a replacement part shipped out to him under warranty. A warranty claim for the replacement part has been processed and relayed to our processing team. However, we have been heavily backordered on replacement parts and have notified the customer that it would take months for the shipments to arrive to us. With this understanding, the customer acknowledged the delay. We are still currently awaiting the shipment for our parts and will resolve this issue as soon as we receive it.
  
  
  Consumer Response /* (3000, 7, 2023/01/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from the company continues to be deceptive as they are implying that all of this happened within a short window of time, however in reality it was actually months without a response (and the only reason for an update was the**** complaint). Here is the actual timeline of events:
  
  
  2022-08-19 - customer submits warranty claim for broken chair arm, company auto-replies to request info, customer provides info, company provides claim #
  2022-09-01 - customer requests update (outside of business hours on 2022-08-31), company says they are waiting on stock
  2022-09-11 - customer updates claim + provides evidence that chair has broken further and is completely unusable
  2022-09-12 - company offers different chair that is half the cost of original chair as replacement, customer declines + requests ETA on delivery
  2022-09-13 - company provides ETA, customer acknowledges
  
  At this point there are essentially no further responses from the company aside from an auto-response for warranty info and a response on the same day that they responded to the**** complaint. The auto-response is written in such a way so as to further disenfranchise the customer as it essentially aims to wipe out any previous warranty claims and have the customer start over. Here is the remaining timeline, noting that the time between the last communication and the**** response is just shy of *4 months*.
  
  2022-11-13 - customer requests update
  2022-11-26 - customer requests update
  2022-12-05 - customer submits new inquiry for update, company auto-replies to request info, customer provides info + requests update
  2022-12-13 - customer requests update
  2022-12-16 - customer requests update
  2022-12-23 - customer requests update
  2022-12-30 - customer requests update, customer submits**** complaint
  
  2022-01-03 -**** notifies company of complaint
  2023-01-09 - company responds to**** complaint, company responds to customer
  
  
  While this timeline by itself might just make one think that the company has poor service, combined with the other issues one can only come to the conclusion that this company engages in dishonest business practices and will not be honest with their customers whatsoever. While the company perpetually claims it will take "months" for replacements to arrive, customers on the Vertagear subreddit continue to note that they have not received warranty replacements for *YEARS*:
  *******************************************************************************************************************************************************************************************
  
  
  The company continues to show a distinct lack of honesty or transparency with their actions. Even with users having claims open for years, the company acknowledges that they are "heavily backordered" and have not received a shipment yet somehow they still claim it will only take "months" to arrive.
  
  At this time the company STILL does not show reviews under 3 stars for their products (reminder that the customer submitted a 1 star review on 2022-12-30 for the chair they purchased). Given all of this, with a 10 year warranty on the product and the first chair breaking in
  4 years time, by the time customers actually get their replacements the product will be out of warranty by the time that one breaks.
  
  
  At this point in time, I (the customer) have absolutely no faith that anything that the company says can or will be true. Given the claims of others it is clear that this is not an isolated incident, and while supply chain issues are not something the company can control being honest with customers is. Given how much I have tried to resolve this issue myself I cannot imagine what others have gone through, and it took filing a**** complaint to finally get any kind of response. To me that says the company does not have the best interest or intent for their customers in mind. As a customer this has been an awful experience, and nothing the company has said or done gives ANY level of reassurance that they are even TRYING to do the right thing. The worst thing I can imagine is having to go through this experience again at any point in the future - I'm at the end of my rope and it has only been 4 months for me but YEARS for others. As I do not wish to do business with the company any further I cannot accept the response from the business as they continue to do the bare minimum required and do not seem to want to acknowledge the gravity of the situation - I wish to have a full refund for the product so that I can purchase a replacement from a company that respects their customers so that I do not have to try and figure out if / when they are lying to me in order to do business with them.
  
  
  Note: given that formatting for these submissions seems to be getting removed I am adding a copy as a text file in order to preserve it for ease of reading.
  
  
  Business Response /* (4000, 9, 2023/01/26) */
  We have contacted the customer to resolve this issue. We hope to resolve his warranty claim and fulfill his order for his replacement parts.
  
  
  Consumer Response /* (4200, 11, 2023/01/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As mentioned in my previous response I cannot accept the response from the company due to their clear lack of business ethics. They have been doing the absolute bare minimum at every turn and it is very clear that I will have to go through this process yet again in the future, which at this rate will be after my warranty expires and thus effectively result in a warranty that is half of what it should be. I do not wish to have to go through this ordeal again once my warranty replacement fails, nor do I wish to support such a blatant disregard for their customers, and as such want a refund so that I can spend it on a company that will not try to gaslight their customers.

• Initial Complaint

  Date:12/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a warranty claim on December 8th of 2021 and still after multiple emails have not had any assistance I bought the best chair they offer that comes with a respectable 10 year warranty but one of the arms has broken and made the chair unusable and they keep saying that they will check with there processing team and never reply

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */
  The customer submitted a warranty claim to replace two parts of their chair. We have relayed this information to our processing team so we could have his order processed and shipped out. However, we are currently backordered on this specific part and are hoping to have this shipment received soon. We have spoken to the customer and have been in contact to resolve the isuse.