Blacklyte Kraken Pro... very disappointed and frustrated with them.
I paid premium money for the Blacklyte Kraken Pro and expected premium quality and customer service. Unfortunately, my experience has been frustrating from the very beginning.
When the chair arrived, I genuinely believed parts were missing because one side of the backrest had no rail while the other side did. The assembly instructions were also confusing, the lever position did not match the documentation, and the included screwdriver setup added even more frustration during assembly.
What made the situation worse was the initial response I received from Mary, which came across as rude and dismissive rather than understanding and professional. When customers spend this kind of money on a premium chair, they expect support that reflects the premium branding of the company.
After finally putting the chair together, I discovered the chair has noticeable left-to-right wobble. Even after tightening everything properly, the chair still shifts enough that it genuinely feels unstable when sitting in it. I sent Blacklyte a video showing the issue, and instead of offering a meaningful resolution, I was told by their QC department that this amount of movement is “completely normal” due to the chair’s “Frog Mechanism” design.
What disappointed me even more was that throughout the process, I was repeatedly asked to revise or update my review after being offered a small $40 refund. To me, that refund does not come close to matching the premium price of this chair or the overall experience I had.
To be fair, Stella’s communication itself was professional and polite. However, the overall handling of the situation left me feeling dismissed rather than genuinely helped. A premium gaming chair should inspire confidence and stability, not make the customer question whether the chair is functioning correctly every time they sit down.
At this price point, I simply expected far better quality control, better assembly documentation, and a more customer-focused resolution process.