Madison Seating

Review: chair wobbles. right arm wobbles.Desired Settlement: they pick-up chair at their expense and provide cash refund

Business

Response:

To Whom It May Concern:

This is in response to a complaint made by a [redacted]

Our records indicate that [redacted] placed an online order with our company on 1/**/14 for a brand name office chair. The merchandise was delivered today, 2/**/14. We are confused why [redacted] has not contacted our customer service department regarding any issues with the item received. Instead of giving Madisonseating.com the opportunity to try and resolve the issue, the customer immediately contacted the Revdex.com and filed a complaint.

We would be happy to address any concerns [redacted] has regarding the chair he received. From what we can gather on this complaint, it appears the customer is having technical issues with the chair that could easily be resolved over the phone. The remedy for his complaint can be as simple as tightening some screws. [redacted] may have even assembled the chair incorrectly causing the wobble he mentions. The point is, without the customer contacting our company there is no way for us to determine how to resolve the issue.

Please ask [redacted] to contact our customer service department during normal business hours (Mon-Fri) at toll free ###-###-####. Any representative would be happy to assist him with any issues he may be experiencing with his new chair.

Thank you for help in mediating.

Warm regards,

###-###-####

Review: This is THE WORST company to do business with. I ordered one table and they informed me that my card was declined. It in fact did decline due to my bank putting a "security hold" on the card. I called my bank and they removed the hold. I then called Madison Seating back and told them to re-run the card. Again, they informed me that the card declined for a second time. I waited a few days after not hearing from them, and decided to try to order the table again, and this time it went through successfully. 2 days later I found out that they had charged me for two tables and sent me two tables. I only wanted one, and the cost of the table was $639.99. They told me in order to send it back, I had to make my own arrangements, as they do not provide a return service. I was quoted $474.78 for shipping, and Madison Seating charged me a "re-stocking fee" of 30% ($192.00). This brought my total to $666.78. They have a "30 day money back guarantee". I lost money. Their guarantee is anything by truthful and their customer service was awful!Desired Settlement: Get a full refund and for them to pay for return shipping.

Business

Response:

I am very disappointed with Madison Seating. It all started with receiving a chair with no instructions on how to assemble, I had to go online and after searching without success, I emailed customer service and waited for them to reply with a link to [redacted] for assembly, which I could not believe for such an expensive chair.
They also sent a part that did not belong to the chair, so I spent I good amount of time figuring out where to put the part, after emailing them they just said it was an error.
After assembling the chair, a week or two later I noticed the chair was small and I thought I was not very happy with the chair, so I went online and found a [redacted] video discussing how to verify the size of the Aeron chair, which confirmed they shipped the wrong size. I am 6'4, so a small chair would not work. After I emailed them, they did not apologize, they emailed me a shipping label to return it. Which means you have to take the chair down and find a huge box or hopefully you kept the huge box just in case you need to return it. You also need to miss a day of work to stay home during the week waiting for [redacted] all day to pickup the huge box.
After returning the chair, they said they would immediately send a new chair, they did not, they waited for the chair to arrive and waited about a week to send the new chair, its been a month and a half chair drama. Buy your chair locally, you might find the deal attractive, but they can care less about their customers.

Review: This company drop ships items and will not be able to directly help you with customer service.

Was sent a product with missing AND incorrect parts, company sent only half of what was needed, those 'correct' parts did not fit (faulty bolt holes). After a few back and forths with customer service I was told to donate it and was given 2 links, one of which was faulty, the other had a pickup available 2 months out (live in Brooklyn, no car etc.).

Called their HQ, whoever I spoke with was unhelpful. Told me those were my only options and that Madison Seating was only a reseller and that I would have to work with manufacturer directly.

Stay away.Desired Settlement: Issue a [redacted] return label and refund my money in full.

Business

Response:

[redacted]This document is in response to the letter of complaint

filed against Madisonseating by [redacted] Our mutual customer placed an online order with our company

on 10/**/15 for a computer chair from Flash Furniture for $104.99 (Free

shipping).Since we are an authorized dealer of Flash Furniture, the

merchandise gets released directly from manufacturer’s facility.The customer contacted us to say the chair arrived missing

hardware and/or the hardware sent was incorrect. We asked the customer to submit

photos so that we can make sure the correct parts would be sent to remedy the

issue. However, the customer refused to send the necessary photos needed to

ensure the correct hardware would be shipped. We had no choice but to send out

the hardware based solely on his brief email description of the problem.Upon receipt of the replacement hardware the customer

contacted us again to say the parts were not fixing the issues he was having

for the chair. However, the customer was being uncooperative with sending a

photo that would have given us the necessary information needed to resolve this

simple matter. It was clear that sending additional parts would result in a

similar outcome since we were uncertain what the exact problem was with the

chair received.As a fair resolution we offered to give the customer a full

refund back if he donates the chair to a local charity of his choice.If the merchandise is indeed unusable to the customer, we

are confused why he insists on keeping the product and getting a full refund. In addition, if the customer simply supplied us with photos

of the defects he claimed was on this chair, we could have avoided all the

issues and had the product picked up for refund. Manufacturers require a photo

to substantiate claims of defects in order for a pick up to be authorized.At this time, we would be happy to just issue the customer a

full credit once the chair has been donated to charity.We are sorry this issue was escalated unnecessarily. It is

difficult to provide excellent customer service when the customer refuses to

send pertinent information to help resolve issues. Please let us know where we could have improved our services

based on this complaint.Warm regardsMadisonseating.com###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Furthermore, I hold their service in high regard. Please do not hesitate to reach out to me with any further questions. I applaud their commitment to customers!

Sincerely,