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Business Profile

Computer Parts

ErgoDirect.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Parts.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/12/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 filed a warranty claim for office chair arm pads with the dealer, ErgoDirect, per OM Seatings instructions in the warranty section of their product. I provided all required *********************** as well as the warranty statement. ErgoDirect claims that the arm pads are not covered under warranty. I asked that they appeal to OM Seating and I provided additional *************** The dealer sent me an email response with a statement they claimed was from the manufacturer but provided no evidence that the answer really came from the manufacturer (eg forwarding or screenshot the email) and sent me a link to buy the arm pads from the dealers website. Additionally, that email response from ErgoDirect was not in direct response to my original request for an appeal with new photographs, so it seems my request to appeal and the second set of photos was missed. I contacted the manufacturer, OM Seating, by phone to try to get confirmation that they received 2 sets of photos & an appeal for warranty coverage, but they would not confirm or deny that they received photos & will not provide service of any kind to the consumer.ErgoDirect claims that the photos show that the arm pads have been hit multiple times, which is completely false. I have no way of knowing if the dealer shared my full assessment with the manufacturer or even saw it. Since arm pads are a high mark up consumable, **** has no incentive to consider the case rather than assuming the usual problem they encounter (arm pads being broken because they were hit). I would appreciate replacement arm pads, but at the very least, I expect a dealer to have a transparent ticket system for the customer if a manufacturer will only provide service to the dealer. I have submitted a BBB complaint against OM Seating also. Ive included documentation of emails with the dealer, ErgoDirect.Thank you for your consideration in the matter.

    Business Response

    Date: 09/12/2024

    Dear ****
    Im sorry for any inconvenience this may have caused. Please allow me to explain, all warranties are managed by the manufacturer, OM Seating. They dont work directly with customers, so weve sent all your questions and images to them, including your appeal. Our replies are based on their feedback. Unfortunately, OM Seating doesnt cover the arm pads under warranty. But dont worry, as a gesture of goodwill, well provide you with a set of arm pads at our cost.
    Please let me know if that work for you.

    Best Regards
    *****

ErgoDirect.com is NOT a BBB Accredited Business.

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