Gather round, children; it's time for another dissatisfied customer story! [UPDATE: with a
happy, slightly sheepish ending.]
A little more than a week ago I bought
this chair from Crate & Barrel, via their website. It was delivered on Friday morning; I waited at home for the delivery guy and spent half an hour or so assembling the chair. Aside from the awkward placement of a few bolts (which forced me to screw them in using half-turns of the allen wrench), the assembly was easy. The base came with the wheels already attached, which was a relief, because the last time I bought a desk chair I had to put in the casters myself. It was a struggle. As I recall, it ultimately took a hammer -- and the assistance of my roommate's boyfriend -- to get the job done. Anyway, I got the chair all put together. The last part I attached was the height adjustment mechanism that goes on the bottom of the seat. I noticed that the piece I was holding didn't quite match the one pictured in the assembly instructions, but I didn't think it would matter. I put the seat on the base, and that's when I discovered that it
did matter. The one pictured on the instruction sheet, and on the website, has a long, straight lever; the one I received has a lever bent at a 90-degree angle. If you try to pull the lever up to raise the height of the chair, it knocks into the bottom of the seat. No height adjustment. It doesn't work at all.
Just as I was discovering this, the phone rang: it was so-and-so from Crate & Barrel, calling to find out how the delivery went! So I told her the delivery was fine, but the merchandise was not. She was really just calling to make sure the delivery guy had shown up, so she transferred me to a woman in customer service, who said, "Whaddaya mean it doesn't
match?" when I described the problem with the adjustment mechanism. Then that woman transferred me to a "furniture specialist," who was much more pleasant. She put me on hold to find out whether there had been any other reported problems with the Landon chair, and she came back to report that there had not. "So the only thing we can do is switch out the chair," she said.
"You can't just send a new adjustment mechanism?" I said.
"No, we have to send a whole new chair and exchange it for that one," she said.
"So...I have to disassemble this whole thing and put it back in the box?" She assured me they don't expect it to be packaged exactly as it arrived -- which is good, because it arrived in a bunch of smaller boxes, and most of those were already torn or broken down. (The main one, currently taking up way too much room in our apartment, is pictured above.) Oh, and also: the chair was now on backorder, so I would have to wait a couple of weeks until the new one could be delivered.