Auto Sports by the Lake, Inc.

This document is in response to the letter of complaint
filed against Madisonseating by *** *** Our mutual customer placed an online order with our company
on 10/**/for a clearance sale itemThe customer ordered a brand name ergonomic office chair in
a blue fog/grey colorWe
were running a special sale on the Mirra chair in (2)
particular colors we just received in our inventory, namely the Blue Fog and
Terracotta colorsThe Black color for this chair was not part of the clearance
sale.Every chair that leaves our facility goes through rigid
inspectionsUpon preparing the shipment for the Mirra chairs in the Blue Fog color;
our shipping manager noticed a defect on the remaining stock.We apologized profusely to the customer for the
inconvenience of not having the color she requested available for shipmentA
full refund was immediately issued back to her credit cardWe would be happy to notify the customer upon the restock of
this particular chair in the color she requested for the same priceShe was
offered the option of the Terracotta color as well, if she was flexible on her
color preferenceThe customer opted to cancel the order.The customer is asking to receive the chair she ordered as a
resolve to this complaintWe do not wish to send out defective or damaged
merchandiseWe physically do not have more stock of this particular chair in
our inventory and therefore cannot fulfill the order.If you have any suggestions on what more we could have done
to resolve this matter in a more effective way, we would greatly appreciate
your feedback and advice. I thank you
for your time and attention to this matterMadisonseating.com

This document is in response to the letter of complaint filed against Madisonseating by *** ***. The novelty with our company is that we sell brand name ergonomic office chair that retail for close to $1000+ at practically half the price ($450+)We back our open box products 100% by offering a year warranty with our company exclusivelyThe consumer is stating she did not receive an authentic chairIf she can provide paperwork from the manufacturer backing this statement, we will pick up the chair from the customer and issue a full refund immediatelyPlease remember, the consumer started off this complaint stating she received the correct chair that did not include a lumbar supportWe instructed the customer to read our product description page, to show her that we do not offer the lumbar feature for that particular chairWhen the customer realized she made an error in her purchase, she demanded we pay for return shipping and issue a full refundWhen we did not comply with her demands, she went on social media and to the Revdex.com in the hopes we would give in and pay for her mistakeWe feel it is morally and ethically wrong to give in to this customer’s bullying tacticsAgain, the customer is welcome to return the chair if she is not completely satisfied with the purchaseA refund will be issued upon receipt of the return product within days from the day the item was delivered to her locationMadisonseating.com

This document is in response to the letter of complaint filed against Madisonseating by *** ***The customer purchased a brand name ergonomic office chair that was part our clearance sale back in October Madisonseating.com is a U.Sbased company that offers shipping to Canada on select
item(s) onlyCanadian customers are advised in advance that the free shipping promotion we offer is for deliveries made within the continental U.SonlyIn addition to a transportations charge that gets applied to Canadian orders, the customer would also be charged for any and all duty, custom and entrance fees that may apply so shipments crossing the borderOur terms of use, which the customer did agree to at the time of purchase, clearly state this information as wellMany of our Canadian customers are aware of the added duty and custom fees that apply to shipments crossing the U.S Canadian borderWe always urge our Canadian customers to contact their local broker agent for more information regarding this type of taxIn the event a customer received an incorrect or defective item, our company will pick up the merchandise for a full refund or exchangeWe back our products 100% with our day money back guarantee policyThis particular customer has not contacted us either by phone or email stating there was anything wrong with the shipment since its delivery back in October He appeared satisfied with the chair and the incredible discount received on the purchaseWe recently received our *** bill informing us that an entrance fee of $was applied to this customer’s shipmentWhen the customer was told he would be responsible for this fee he became extremely belligerent and threatened to post negative reviews about our company if we did not pay his duty and taxesTrue to his word, he went on several online blogs to post incorrect information regarding Madisonseating.comAt this time, we are prepared to offer the customer an extension on his day returnIf the customer is not happy with his purchase, we will extend his day return as a onetime courtesyEven though the customer is using the product for close to months without incident or complaints, we will accept his chair back for refund if it is returned by 2/**/Please understand, our company has fulfilled this order to the customer's satisfactionHe is using social media and the Revdex.com in an attempt to not having to pay the required duty and taxes from his country.Best regards, ***

*** ***, This document is in response to the letter of complaint filed against Madisonseating by *** ***.Our mutual customer placed an online order with our company on 8/*/for a clearance sale itemDue to the tremendous response to our sale, the delivery time frame was extended
to 10-business days (from 7-days)The customer was notified regarding the delivery time frame at the time the purchase was made and appeared fine with the wait time.A *** label was created for our shipping department to start working on the orderThe customer was informed that the tracking information would be activated once Fedex has picked up the packageThe customer requested to cancel the order only business days after the purchase was made as he appeared to change his mind with his selectionAn immediate credit was issued to his account for the transaction.It is unclear why the customer has contacted the Better BureauThere was no delay on the shipment as the order was schedule to arrive well within the time frame we estimatedWhen the customer opted tocancel the transaction an immediate refund was issued to his account.If you have any suggestions on what more we could have done to resolve this matter in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention to this matter SusanMadisonseating.com###-###-####

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by *** *** The consumer’s complaint is invalid and unjustifiedThe cardholder received an item that was exactly as described on our websiteThe issue was that she had measured her table incorrectly and thus the dining chair purchased did not fit properly in the space as she had anticipatedOur day return policy is clearly indicated on our website in a short paragraph under our terms of use pageIn addition, our company is opened Monday-Friday during business hours for any questions regarding our products and return policyTo say that this information is “hidden” is illegitimate and unwarranted, as we could not be more open and clear about our return policyIn fact, customers are required to click on our terms before proceeding with an order or the transaction would not go through*** *** called our company extremely belligerent about the dining chair not working for her needsKeep in mind, we have sold hundreds of this particular dining chair to many satisfied customersThe cardholder acted like it was our fault she did not measure her dining area correctlyWe assured her that she was eligible for the day return, no matter what her reason was for wanting to send back the dining chairHowever, since she already assembled and tried the chair out, the value of the product goes down and thus the restocking fee would be implementedUnlike so many other online furniture vendors, we do accept product back after days, even if the customer already assembled and used the itemThe consumer seemed angry at herself for the mismeasurement and took out her anger at the customer service agent explaining our policyRestocking fees is standard in the furniture industryWe are certainly sorry this consumer did not find the dining chair to fit the table in her homeA refund will surely be issued upon successful receipt of the chairBest regards, Madisonseating.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The company is not offering a fair resulotion to this complaint
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

At this time the consumer has already been fully refunded back for her purchase.She is welcome to come back to our website when the item is restocked to place a new order for the same chair.Thank you for helping us resolve this matter.Best regards, Madisonseating.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and feel that it is best to pursue legal action through other channels with the manufacturer
Sincerely,
*** ***

Revdex.com:
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.
Sincerely,
[redacted]

This document is in response to the letter of complaint filed against Madisonseating by Alexander Adamick.   Our records indicate that our mutual customer purchased a brand name office chair back in November 2015. The customer did not report any damage or defects when the item was delivered. There were no emails or calls indicating any issue with the shipment. The ergonomic chair the customer purchased was a special clearance sale item. The purchase included a 30 day return period and a 10 year warranty with Madisonseating.com. It is unclear why the customer felt the need to contact the Revdex.com for a simple warranty repair issue. The customer contacted us on 3/*/2016 to say there was an issue with the tension control on the chair. Since the purchase is covered under a 10 year warranty with Madisonseating.com, we told the client we would be happy to repair or replace the chair. The customer need only send the item to our warranty department. Parts and labor are free but the customer is responsible for the shipping costs. While we are sympathetic to the fact the customer received this chair as a gift we cannot extend a 30 day return to 6 months. We did give this customer a courtesy extension back in March but the customer said he was too busy to find the time to return the chair and could not find a box. We feel that courtesy extension was quite generous and more than any company would offer on a return. At this time, we are unable to give the customer any more courtesy extensions as it is 6 months since the transaction was placed. Again, we would be happy to service the chair for any problems the customer is having with the tension control. The chair is covered under a 10 year warranty. The customer is required to send us the item for repair or replacement. Madisonseating.com does not offer to pay the shipping expenses for repair being requested under our warranty service. Also, there are no deadlines for warranty service. The customer is welcome to send in his chair to be serviced at any time. We would be happy to repair or replace the item once our warranty department receives the return for the full 10 years. The customer is not eligible for a refund as his purchase was made 6 months ago and he is outside the 30 day time frame allotted for returns. Madisonseating.com ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company continues to provide "canned text" answers and fails to acknowledge they have misrepresented the product.  Out of 28 complaints found on the Revdex.com site, only 5 were resolved to the customer's satisfaction.  I would think the Revdex.com would want to look further into these complaints and I noticed that 19 out of the 28 are for products/service, so I am obviously not alone in my dissatisfaction with this company's business practices.Regarding their statements that I "bullied"/"threatened" them, please find the actual emails attached, as well as pictures of what was shown on the website vs. what I received.I sincerely hope the Revdex.com will no longer turn a blind eye to this company, as it is getting away with dishonest business practices.  One must only Google the company to find literally hundreds more complaints.Thank you,[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This business is good at misleading customers. There may indeed be small print on their website that protects them. Steelcase denies they are an authorized reseller for their products. Our order did not say "heavily discounted" and the problem reported was well within the stated "warranty". When it was reported, I understood our only option was to accept the offer of the cylinder, mailed to us with instructions; I was told there was no re seller who could repair the chair within 350 miles. Staff members tried to install the cylinder without success; it is correct that a county elected official(who had repaired another chair not from this company)- tried without success, and lost part of the chair. We were not told we even had the option of returning it. AFTER this happened Madison seating told me a return would have been at our expense(about $150. shipping) The governing agency certainly will not sue over this amount. I doubt a New York based business is concerned about its reputation in Texas, but warnings about purchasing from this company will go out to all similar businesses in Texas if some compensation is not made. The great majority of chairs within this business were less expensive; it would be better to buy a chair for the cost it would take to ship the defective chair back to a questionable company. There are numerous complaints about this company online.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Again, the seller marked the chair I bought as "Fully Loaded Herman Miller", not like others names as " Aeron Chair By Herman Miller - Highly Adjustable", which misleads the consumer. And I contacted the seller the next day when I received the chair within the 30 days time period, as I shown in my original complaint. However the seller did not admit the misleading product description and insisted to charged me the return shipping, which is why I did not completely solve the issue within the 30 days time period. 
 Thanks, P.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This document is in response to the letter of complaint
filed against Madisonseating by [redacted].  We are sorry our mutual customer did not find our previous
response sufficient. Customer Service is our #1 priority.Our website does in fact state clearly that the warranty for
the chair purchased would be through [redacted] only. This information
is not written in small print to try and deceive the customer as [redacted]
tries to insinuate, but rather it is written in red letters under the product
description.The chair showed a retail value close to $900+ but the
customer purchased the item for several hundred dollars less. This can be
translated as a heavy discount. In addition to the discount, the customer’s purchase
included a 30 day satisfaction period and 10 year warranty with
[redacted].We have had an open line of communication since the cardholder
contacted us regarding her warranty service. The cylinder part was sent out as
a courtesy to begin with since the customer did not want to pay for shipping
expenses to have the entire chair sent to our warranty department. If at any
time the customer felt the installation was too difficult, she need only email
or call our customer service department for assistance. The customer would have
been given the location to our warranty department for the free repair or replacement of the chair.Instead, the customer decided to throw out half the chair
and then demand a new chair be sent free of charge. Warranty service in any
industry would require a return of the actual product in its entirety. We are still unclear why the cardholder decided to discard
the chair without first contacting us regarding the warranty service and
procedures. We had been in contact with the customer at all times concerning
the replacement part request. The customer could have easily contacted us again
if any issues had come up with the installation. We obviously cannot send the customer a new chair without
receiving the item back first. We would be happy to repair or replace the
product, free of charge, once it has been successfully received in our repair
center for servicing.[redacted]###-###-####

This document is in response to the letter of complaintfiled against Madisonseating by [redacted].  The customer purchased a brand name bed back in October of2014. The merchandise was reported as arriving in perfect condition.  The consumer contacted our service department 6...

months afterthe bed was delivered stating that they moved the bed from one location toanother, after getting married and needed replacement connectors and new slatsfor the re-assembly of the bed. Please keep in mind, there is only a 30 day warranty fromthis particular manufacturer. Madisonseating.com is simply a reseller for theproducts we carry. Warranties differ with each manufacturer. We did our best to have [redacted], themanufacturer for this particular bed, supply the customer with the replacementparts they were requesting, free of charge.  The slats the customer needed were the only part themanufacturer could not replace free of charge. However, we managed to have [redacted] agree to sell thecustomer the replacement slats for just $50.00.  When we explained to the customer that [redacted]would sell her the replacement part the customer refused the offer and demandeda full refund for the whole purchase. It appears the consumer may have broken the slats when theyre-assembled the bed at their new location. The manufacturer should not be heldaccountable for issues the customer had after they moved the bed from onelocation to another, (6) months after the delivery of the product. As stated earlier, the merchandise was not reported damagedwhen it was delivered. Any replacement parts sent was as a courtesy to thecustomer.  At this time, the offer to purchase the slats from [redacted] still stands. As an alternative, the customer can purchase this partat any local furniture store (like [redacted]) for around $29.00-$50.00.  If you have any suggestions on what more we could have doneto resolve this issue in a more effective way, we would greatly appreciate yourfeedback and advice.  I thank you for yourtime and attention to this matter.  SusanMadisonseating.com###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The attached pictures demonstrate the unit was rusty and almost ten years old, it no way new as advertised.  It has a manufacture date of 04/**/2006 based on the internal parts.  The fraud was discovered when installing the replacement parts less than 30 days ago.  The chair was also missing the official tag from Herman Miller with a serial number.  Madison Seating may be selling stolen property if they cannot provide serial numbers that the manufacturer can verify.  This company is deceiving consumers and has yet to provide proof the chair was new with a valid serial number.Sincerely,
[redacted]

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted].   The customer purchased a brand name office chair from our company at a heavily discounted rate. The chair arrived via Fedex ground service within the 7-10 business day...

time indicated at the time of purchase. The customer contacted us upon receipt of the item and stated there was a minor scratch on the base of the chair. We assured the customer the item left our facility in perfect condition and apologized for the minor scratch that occurred during the transit of the item. In order to mitigate any further inconvenience by having the entire chair returned for replacement, we offered the customer an additional credit to either keep the chair with the minor scratch, or the option to pick up the entire chair for a free replacement. We were polite and courteous in our offer and felt the proposal was fair given the situation. The customer emailed us back the following, using foul and aggressive language. “It's not good customer service. It's saving you money! It would cost you more than $75 for shipping costs and repairing or replacing the scratched part. Forcing your customer to haggle over a modest compensation is not good customer service, which I'll be happy to share with others. I'll take your $75. [redacted] you very much.”  Needles to say, we were shocked to have that type of response for what we felt was a positive customer service response to his issue. If the customer did not feel the compensation was to his satisfaction, we offered him the option of a free pick up for a replacement or full refund. Instead, the customer used the opportunity to demand more compensation or he would threaten us with bad reviews. At that point, management did not feel comfortable having this particular customer keep the merchandise and our company being subjected to any more aggressive emails or threats. We sent the customer a pre paid label and upon return of the product, a full refund will be issued back to his account. We appreciate the Revdex.com getting involved. We prefer you continue to be the intermediary for this issue as the customer appears to be very belligerent. Thank you.   Best regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In reading the responses (including the most recent) provided by the business representative, I believe that there is no effort being taken to understand the position of a customer who had been shipped incorrect and defective items.  Notwithstanding the past history of the order, I believe the ongoing dialog between myself and the representative of madisonseating through this forum serve to only further document my efforts as a customer trying to seek an amicable solution, and the responses of an agent as a representative of his company, not willing to respond to the facts or the reason behind my complaint. For both the benefit of the Revdex.com as well as the business representative at Madisonseating attempting to respond to my petition, I will once again try to provide a summary of the two critical points from all of this which I feel continue to be left unaddressed:
1. Wrong Item -  My original order was placed by phone with a customer service agent who was to price match a chair on [redacted] which came with hardwood floor casters (wheels). The goal behind my price match was to take advantage of a lower base price offered on the chair by madisonseating, but "upgrade" the wheels to hardwood casters at a marginal increased cost. The order placed by the sales agent was for the right chair, but failed to include the hardwood casters. As a result, I was being shipped the wrong chair, and being charged more for it. I attempted to correct the purchase details several times before the item was shipped, in writing and as documented by email.2. Defective Gas Cylinders - The chairs shipped were in fair condition (as even documented in my product return letter - see attached) but the gas cylinders were defective. As the company has a return policy of guaranteeing a full refund (see attached) in the event an item is "not as described, defective, or incorrect", I hold that as both the wrong item was shipped in the first place, and the gas cylinders were defective, under both or either criteria my request for full reimbursement in the amount of $100.00 should be granted.Sincerely,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

...because in your response, you have not attempted to provide any resolution to my complaint, rather, you have simply tried to defend the company's actions. At this point, the only satisfactory resolution will be a refund in the amount of the 2nd unauthorized charge you placed on my credit card without notice and/or warning, over two months after delivery of the order. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]