Worst customer experience I've dealt with in a while.

I'm someone that works in the warranty and service department of a large chain, so it really bums me out to see such poor customer service at companies like this.

I have a secret lab chair that I've had for a little over 5 years, absolutely past the warranty period. It was gifted to me by my inlaws. I am having issues with the hydrologics lifting to max height when no one is sitting in the chair, besides that the chair looks almost pristine considering it's 5 years old.

so I emailed to ask how much the replacement part would be to buy outright since I am out of warranty. I was told without a doubt they need an order number to help me. I explained to them that it was gifted to me, and sent pictures of the serial number on the chair, but they insisted that they can't even sell me a replacement part without the original order number.

It seems insane to me that I can't even pay for a repair part because my inlaws can't find an email from 5 years ago. Why does my original order number matter when I want to pay you for the part for my chair?

I really don't want to have to buy a third party hydrologics kit, but I guess I'll have to.

The worst part is you can't even leave negative reviews for stuff like this because Google and secret lab doesn't allow you to review the company besides what seems like right after purchasing.

Avoid this company if you ever want to repair your chair after warranty with OEM parts or if you're getting a new high end chair as a gift.