I expected more from Serta. There is little to none lumber support. It actually hurts to sit in this chair. I caller the number printed on the box (directions say do not return to Sam's), I have e-mailed them, and I have had no response. I guess I will call Sam's and ask "What now?" I do not recommend this at all.

Purchased at the end of May 2020. Immediately upon assembly, noticed the casters were deformed. Called the support line (a place called True Innovations, NOT Serta). They have 1 CS rep, and it took me 3 days, at 2 hours/day to get through. They agreed to send new casters, I sent my receipt as proof, and then was ignored for 2 weeks until I could get through again and made sure they processed my replacements. Finally received the casters and was able to use the chair for just over a month. Now, as with other reviews on here, the seams have completely disintegrated. No other use of this chair other than a desk chair for 1 month. Completely unacceptable quality.

Bought three of these chairs, for three sons. None of my sons weigh more than 180. two of the seat cushions are torn, with less than 7 months of use. There is a "one year limited warranty" and i called their 800 number and sent receipts /photos to the email, however my calls and attempts were ignored. Worst review I have had to write in a while DO NOT BUY

I got this chair about 6 months ago- it looked well built and solid, plus the Serta name suggested it was a plusher chair for hours of daily use. It is comfortable, but has two different issues. First, the arms are made of paper-thin pleather that tear REAL easy. And once they tear, it is very sharp. The second issue is the piston tends to go out on these- I have had 2 fail out of 3 after a short time. You sit down, and it immediately sinks to the bottom. It will stay if you raise it back up, but I'm not keen in falling downwards at least once a day.

I bought this earlier this year. I thought it would be a good buy since it is Serta brand. Unfortunately the seams started to tear and separate within just a few months of use (sitting 8 hours a day, 5 days a week for work.) the bottom fusion is now entirely separated from the front cushion. Sadly having to order another chair since this one is not holding up like it should.

I have two office chairs I purchased at Sam's. One is 25 years old and looks as good as the day I bought it. The over is the Executive Version of this (Serta) True Innovations chair (which cost $200!), and it's going in the trash. The "leather" on the seat and arms is pealing off, making the chair unusable, not to mention the mess all over the floor. This chair is an an office that is only used once or twice a week, so the chair hasn't even been used on a daily basis. When I contacted the company, I was told that the warranty runs out after one year. Really? This kind of investment for one year? I expect more from my office furniture. I would definitely NEVER buy a chair from True Innovations ever again. (Their name doesn't appear as the manufacturer, but their phone number does: 800-379-9773)

The chair is comfortable, yes and the price point is attractive but you will soon realize that you get what you paid for. First, the design is questionable, having the seat and the back support only help together by the plastic handles and 4 screws isn't a design that's going to last. As i setup the chair two out of the 4 screws were turning and starting again after you tighter in, so the screws are stripped - this is the first issue. I managed to tighten them enough to the point that the chair was sturdy enough. Second, you will notice that the bottom of the seat is made of some wood, not solid plastic or steel so I already know that it's a matter of time before the wood cracks and the metal screws or their nuts in the wood would come off. So i used the chair for about a week and I notice that the chair is off, tilted to the side if I lean back. I didn't know what was the issue until now. On the sides there is a flat metal parts that are held to the wood with a small screw. The screw on one of the sides made it through the wood so now the chair is not balanced when I lean back. This chair is going back to Sams Club, this is an honest review so you have been warned.

This is the fourth of these I've owned. Every single one of them has been an excellent chair except this one. It's the most uncomfortable thing I've ever sat on. I'm in so much pain when I stand up. Obviously, I have a different one on order, but I hope this review saves someone else severe back pain

Very bad experience with this chair as well as the customer service. Bought this chair about a year ago and within eight months or so the "gas lift" started to give out, chair would automatically lower to floor, etc. One year warranty, no problem, right? WRONG. I called Sam's Club, they put me off to Serta's customer service agent (True Innovations?). They will not replace the chair but will send me a new "gas lift" to replace on my own. After about three weeks, I have to go pick up the lift as it was delivered to the wrong address. Then I have to go buy a tool to replace the lift, and once I do, I realize they sent me the wrong size lift, it doesn't fit my chair, so the chair is now useless. I try to follow up with "True Innovations" and now they will not return my emails. A total piece of junk, and the "warranty" is useless. Save your time and money and go buy something else.

Easy to assemble. There are many imperfections in the finish. It looks more like a second. Back is either locked straight in place or moving can not be locked into a different position. After 6 weeks of daily use padding is not as comfortable. Nice moderate use chair.