Trueinnovations Reviews 

Extremely poor customer service purchased a lay z boy office chair that needs parts replacing, numerous emails sent chasing up the delivery, I was finally provided a tracking code, no company as to whom to track with, I emailed asking got no reply, now I have recieved a royal mail card through my door asking me to pay money to recieve my item and the sender did not cover the cost correctly, tried calling multiple times cant actually speak with anyone.

The chair looks to be full size on the box and label at the shop. Assembled it and it feels like a barstool its so short, sold as a normal chair

After waiting for one month due to the package was sent back to the shipper because a CARM document was missing, I finally got it today July 22, 2026. So I am changing my experience rate from 2 stars to 4 stars. Thank you True Innovations.

I purchased a Serta chair at the Staples store in Vancouver, BC for $212.79. The chair's armrest broke, damaging the seat and backrest, and since it was still under warranty, I contacted True Innovations on June 22, 2026. Invoice and pictures was sent by email. On June 23, I received an email from them stating they didn't have the parts in black, only brown, and asked if I would accept the brown parts or choose to receive an e-card for the value of the previous purchase. I promptly replied that they could send the brown parts. They had ordered the parts and prepared the package to be shipped via FedEx on June 24, with Tracking ID: xxxxxxxxxx. Upon tracking at Fedex, I saw that I would receive the chair parts on June 30. FedEx changed the information, and since July 1st, upon arrival in Delta, BC, it has shown a message that it is in the clearance process. On July 3rd, I sent an email to True Innovations informing them about the missing documents needed to release the package in Delta, BC. I called them again on July 8th and they couldn't explain about not delivering. I called True Innovations on July 10th, and they still had no information. I then called FedEx on July 13th, when Jennifer informed me that True Innovations had not filled out or registered with CARM, and the package would be sent back to True Innovations. I called True Innovations to inform them about this document, they only said they would investigate. On my first call the customer service representative, knowing it was me, laughed at the situation the whole time. I called customer service again, and this time I spoke with Danielle, who treated me with respect and consideration, and told me she would pass this problem on to her supervisor. I also emailed True Innovations and sent the link related to CARM and included the information from Fedex. I haven't received any response from them, neither by email or by phone. They promised on June 22, I would get the chair in 10 business days.

Worst customer service ever. I received a damaged item so I filed out the online form per instructions provided in the bottom of the furniture & gave all information requested. I’d like to note that the online form is difficult to understand. Their customer service rep emailed me wanting more pictures and information that was already provided. She was rude and not helpful. I would avoid purchasing anything made by them as the quality does not match the price and the customer service is 0/10.

received my lumbar part today!
it was backordered 60 days but Danielle made it happen faster than possible.
Thanks Danielle!!!

the part fit exactly correct and my chair is back in action.

1 year after purchase both arm pads are all torn up on the sides. Contacted company and was told that new arm pads would be sent. Guess what, no arm pads

I had an issue with faux leather delaminating from a Serta Big & Tall office chair. With 3 days left on the one year warranty, I contacted XIMENA in True Innovation's customer service via email. He quickly replied and offered to ship a replacement seat back cushion at no cost to me. Today, the cushion arrived and my Serta office chair is like new again!

XIMENA and True Innovations could have ignored my warranty request email or told me my issue was not covered, but they honored my claim and made it right!

I would like to recognize and thank XIMENA and True Innovations for their outstanding customer service and I will be a loyal customer for my future office chair needs!!!