Bests & Worsts Reviews from Amazon

First off, it wasn’t necessarily the chair itself that was the issue - other than missing a couple of necessary parts to assemble the chair, like part of the lift shock assembly, and a couple of small hardware items. It was well packaged and it looked to be exactly what I wanted and needed in a work chair. However... What really annoyed me was the complete lack of courtesy and the horrendous process to receive these replacement parts that was completely and ineptly communicated by the company and it’s employees. Rule number one - the customer keeps you in business. Do what you can to keep them happy and they will write wonderful reviews if your product and purchase from you again. Uh...nope. Their telephone customer service rep made it appear that they were actually taking my information down, only to tell me after spelling the entire story out that I had to go to their website and file a claim. Red flag. You have so many calls you have to have a link for claims on your website?? Ok...so...Following her minimal instructions, I started filling out their claim, only to find out they wanted a *full* copy of the receipt (what’s a full copy? How do I find it? What type and size of file is acceptable?). Now, had I been given clear instructions by their CSR it would have totally eliminated my ire, the return of the chair and this review. Now...on to the instructions on their website: There is no accepted file type, size limitation, nor instructions as to where one can locate this full receipt ANYWHERE on their claim page - no place to click for specifications, nothing. I had to resize my screenshot jpeg 4 times before their site would take the image. And by resize, I mean that I had to take a screenshot of what I thought was my receipt, email it to myself and resize it on another computer and email it back to myself so I could download it on my phone to load on their site. By that time the image was so small and pixelated I could barely read it. Success, it went through. (haha) I then waited almost 3 days to receive a response that was anything but helpful. There was no claim number to reference, no way to send the required receipt to attach it to the claim I had filed - nothing. Just go here, click this, print the receipt. Since the receipt is a document, *not* an image, I went back to the site and had to refill out the required information and load the document. A PDF- which is pretty much accepted everywhere...small file size, universal document - every site but this one. The average consumer isn’t going to have the knowledge base or expensive programs to turn a PDF into an image and then resize it to be accepted by their site. Not only that - EVERY.SINGLE.TIME.their site rejected an upload I had to re-enter the claim info - all of it. By this time, my normally placid patient temperament was hanging by a bloody, tattered thread and I was totally and completely done. Because of poor customer service, the chair went back in the box. Amazon was WONDERFUL in assisting me with the return of the chair, providing a UPS call tag, and super prompt in their refund. Modway could learn a few things from them! Additionally - Modway has 2 locations with different phone numbers (east and west coasts). It doesn’t matter which one you call because they are both on eastern time. Another “great” way to do business. Needless to say, no matter how good the deal, or how good the price - I will never ever order anything from Modway again. Ever. Nor will I recommend them to anyone.