Source
r/secretlab•
Forge64

Shipping delay is going to destroy my chair

So I ordered back in September, got a December 4 estimated ship date (which is kind of ridiculous, but a different issue), and have been waiting patiently. Emailed support 9 days ago (about a week before estimated ship date) to check on things, since I didn't get an email about a delay, and was told by Ali that everything was fine and my December 4 ship date was still the expectation.

December 4 came and went, so I emailed yesterday, asked for an update. Expected something like "Oh, we're backed up, might be a day or two more". Instead I'm now expected to get a December 18 ship date. Thing is, I'm literally travelling out of state on the 19th and won't be back till January 3rd. The way things look now, my chair will be sitting outside my door, in the weather, for two full weeks.

I'll honestly be surprised if it's still there when I get back, and if it is, it's likely to be soaked or otherwise damaged. This has given me a bad taste and I'm thinking about insisting on a cancel/refund. Anyone have a similar experience? Should I stick it out, cancel, or something else? Thanks.

tl;dr chair was "on time" till it wasn't, will now be delivered while I'm out of town

Posted Dec 8, 2020, 4:45 PM UTC

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[deleted]•

[deleted]

3
ivydragons•

Hi, I can actually offer some advice; I was worried about the same thing because my chair was supposed to come when I was home at my parents. You can actually contact UPS with the shipping number and reschedule the delivery, so that way they don't deliver it until you're back, and just hold it until then. I want to not my chair ended up coming early so luckily I didn't need to do this, but doing this will stop your chair from just sitting outside

2
Forge64OP•

Just called UPS, they would hold up to seven days. After that I'd have to pay and it adds up pretty fast. I'm not willing to pay someone to cover SL's mistake.

1
odubik•

Same basic story for me. I'm in the midst of canceling and have ordered a chair from another company. Saved significant $$$$ off original price and will ship to me before Secretlabs' updated ship date. Honestly, I am more excited for this other chair now than I was for the SL chair.

Really crappy customer service. In the space of 10 minutes, I was told that my chair was delayed due to 'high sales for Black Friday' (I ordered mine in early October, so Black Friday should have no impact) and also due to 'backlogs at customs' (Google search shows they have been telling people that since May - maybe should be taken into consideration while setting expected ship dates?).

1
ItsAlwaysReal•

Honestly I would just say get a neighbor kid that isn’t a total nuisance and tell him you will pay him 20 bucks to hold onto it until you’re home

1
n1ck_1•

I agree with the cancel or ask the neighbours options but I think the return window is only 14 days so if the chair has a defect or damage, you may be stuck having to deal with warranty which may end up been an argument over wear and tear like some had to deal with. It could also be delayed again until you return... And then you will be fine!

1
Late_Establishment42•

Hello. I would like to share my story with my experience with Secretlab. I ordered my chair in August, estimated delivery day 2nd December. The chair was ready to be collected and shipped on 18th november and was suppose to arrive on 23rd november. Chair was never picked on 18th according to courier ( TNT ). TNT said that on 18th there was no physical package located in the warehouse where they were suppose to pick it. TNT has done great work to resolve where the chair is located right now and Secretlab isint giving any information to them. I have been in contact since 23rd November with Secretlab everydya and they havent given me any extra info than "Chair is waiting to be collected". According TNT that Secretlab has to make new order to it get picked up. Secretlab is not doing this. All they do is let me know wait after every contact that they would give me info in 1-3 days and that its waiting to be collected. Sounds shady that my chair is even located right now in warehouse. Point of this that Im not in a rush of chair but lack of information and details what has happened to my order.

It was suppose to be again be collected on 10th december but according courier (TNT) nobody has contacted them so they could go collect it. Also TNT has tried to contact their warehouse OEX so they could just pickit up and send to me but nobody answering them.

My guess is that the chair has been lost by warehouse and they are just trying to cover it up by delaying the shipment. Gonna open dispute with paypal because of fraud.

1
Forge64OP•

As a tombstone comment, I contacted SL support and they basically told me I could have a refund or I could refuse shipment, no other options. Ended up cancelling my holiday trip to receive my chair instead. Not going to bother posting a pic for more warranty, I don't want to do business with SL ever again.

1