myergosky.com

I purchased an office chair from Ergo Sky (myergosky.com) that was advertised as having a “headrest,” with product descriptions and images showing a user’s head resting against the top cushion of the chair. Based on the listing, a reasonable consumer would expect the chair to provide physical head support. It did not. After assembly, the chair did not provide head support in any position. The upper padded section never contacted or supported the head and functioned only as upper-back support when tested by adult users of different heights (5'3" and 6'0"), both upright and reclined. When I contacted customer service, the company stated that the chair was functioning as designed and explained that their “headrest” is not intended to support or touch the head. They described it, instead, as part of an integrated high-back meant to provide "light upper-back or neck-area support", "primarily when reclined". This explanation contradicts how the product is labeled and visually depicted on the website. A headrest should support the head, by definition, common use, and photos and descriptions on their website. Despite this, the company denied that the advertising was misleading and classified the issue as a personal comfort preference. They offered a return only under standard terms, requiring me to pay expensive return shipping and deducting a 15% restocking fee. Additionally, the product page displays hundreds of highly positive reviews that appear unusually repetitive in tone, structure, and phrasing, with little meaningful variation or specific detail. As a consumer, this raised concerns about the authenticity of the reviews and whether they accurately reflect real customer experiences or if they're AI generated or faked. [BBB Scam Type: Online Purchase] [Business: Ergo Sky] [Location: MI, USA- 48375]