btod.com

Broken down old foam.

I ordered a refurbished Steelcase Leap V2 from BTOD about a year ago. Much like others the fast lead time for delivery was the selling point for me. Also like others have stated, the chair arrived weeks after the estimated lead time.When it arrived, the chair itself looked ok. There were some mis-perfections on the plastic but overall considering I paid half of what a new chair would cost it was acceptable. It came with a new gas cylinder. The seat and back were also newly upholstered although the fabric was a little loose on the backrest. The armrests looked new but the first time I used the chair I noticed a black mark on my elbow. After about 10 minutes of scrubbing the arms I was finally able to clean whatever (black paint?) was on the armrests off. To be honest I have no idea what was on the armrests but whatever it was turned the microfiber towel I used black. After that they were fine albeit slightly less shiny than before. My biggest issue with the chair however had to do with the seat itself. After about 10 minutes sitting in the chair I started having tailbone pain. I sat for about a week before the pain was unbearable. I got in touch with BTOD and they told me to watch their videos on how to "properly" adjust my chair. I pointed out that the foam on the seat seemed very thin to which they told me "That's how they all look." I watched their video, I made some adjustments but was still getting tailbone pain. Finally after about another month of pain I ended up just pulling out my old chair and the Leap sat in the corner of my office. Nine months later with the chair collecting dust I decided to just order a new seat and backrest from Crandall Office Furniture since they offer brand new pad replacements for the Leap V2. When I pulled off the old seat cushion I noticed what looked like sand all over the chair and mechanism. What I thought was sand was actually the foam that had broken down and was falling apart. I stuck my finger through one of the holes under the pad and my finger went right through the foam. I literally used this chair for about 6 weeks before just pushing it to the side in a temperature controlled office that never gets above 70 degrees.There's no way when they re-upholstered the seat they didn't notice how deteriorated the foam was. It's very disappointing.I'm happy to say that now with the new much thicker seat and backrest from Crandall Office the chair is fully sorted and quite comfortable. I unfortunately had to pay an extra $300 on top of what the chair cost me originally but lesson learned I suppose.As a side note in BTOD's defense. I didn't get in touch with them further to see if they could rectify the issue with the seat cushion. By the time I got around to it I just didn't want to risk getting another used seat cushion so I went the route of a new cushion from Crandall.To anyone that reads this review just spend the extra $100 +/- and order from a place like Crandall Office. I have ordered multiple chairs in the past from them and they have always been exactly as advertised. **In Response from Company**Fake review? Why would I go into such a long explanation of the issue I had for a fake review? Just because someone shares an experience with your competitor doesn't mean they're writing a review on their behalf. As far as recommending them as an alternative to your company I stand by that. I have never had an issue with a chair from their company. I have with yours. As stated I needed a new chair. Your company offered a quicker lead time than Crandall. Which you didn't meet anyway. The chair arrived weeks after the stated lead time. The reason I brought up Crandall in the first place is because as stated I ordered replacement seat and back cushions from them. Something your company doesn't offer. I was also past your stated 30 day return window so what would have been the point of even contacting you with the issue.As for the foam it was absolutely breaking down. I saw no indication that there was any additional foam added. What could be seen through the holes was old and yellowed and as stated falling apart. Considering your hostile and frankly unprofessional response, I prefer to remain anonymous to your company. So I will not be providing you with my personal information that you have requested. If Trustpilot wants proof of my order including my order number I'll gladly share it with them to prove that I'm a "Genuine" customer.Had my issue been addressed in the beginning instead of essentially being told to "watch a video" I wouldn't have had to write this review in the first place.I don't work for Crandall Office nor am I writing a review on their behalf. I have only been a customer of theirs. I'm pretty sure they do just fine without needing people to write "fake" reviews for them.

Date of experience: Jun 29, 2025