Auto Sports by the Lake, Inc.

[redacted]
[redacted] To Whom It May Concern: The customer is requesting to return a chair that was purchased back in November of 2015. The customer is asking us to make an exception on our 30 day return period and extend that to 6 months as he...

claims the item was a gift that was opened in late January, 2016. 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 in addition, to having difficulties finding the packaging required to make the return. We feel that courtesy extension was quite generous and more than any company would offer on a return. of this nature. 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. At this time, the customer is entitled to activate the 10 year warranty included with the purchase if he is experiencing any issues with the chairs mechanism. We told the client we would be happy to repair or replace the chair once it is successfully sent to our warranty department. Parts and labor are free but the customer is responsible for the shipping costs. We appreciate you relaying this information to the customer and hope we can continue to service his needs to the best of our ability and within the guidelines of our policies. Warm regards, Madisonseating.com

Hello right now is gas cylinder can not stop.

In our previous response to this complaint we did offer the customer the option of returning his chair for refund. A special extension to our normal 30 day return was offered to the customer despite the fact he has not only been in possession of the chair since October 2015, but also using the item happily since the shipment was delivered. The customer is only complaining that he was charged (rightfully so) for the duty fees assessed to the package when it crossed the U.S.Canadian border.The customer has gone out of his way to write negative reviews about our company in the hopes that we would give into his demand and pay the duty and taxes that were applied to his shipment when crossing the border. As explained in our previous response, Madisonseating.com is a U.S based company and clearly informs our Canadian customer that custom and entrance fees would be their responsibility. We would like to assert again that the customer received the product in perfect condition.  The customer saved hundreds of dollars on the purchase as the item was discounted from its retail value. Madisonseating.com is the largest retailer for brand name office chair. Our prices on all brand name ergonomic office chairs are always the absolute lowest selling price online. We back our product 100% by offering a free 30 day trial with the purchase.Warm regards,[redacted]

This document is in response to the letter of complaint filed against Madisonseating by [redacted]  The customer requested to cancel his order today, 8/**/15, at 1:59 PM EST. This would be the [redacted] business day since the purchase date. (Business days does not include Saturday or Sunday as the customer appears to be including these days in his calculation for the delivery). The refund was issued along with an email confirming the cancellation request.  The cardholder needs to wait 24 hours for the refund to appear on his billing statement. The credit card company requires some time topost the credit. This is not in our hands. (When processing and refunding credit cards, the charges can take up to 24-48 business hours to appear on a statement. In some cases it can also show up as a pending charge or refund depending on what form of paymentwas provided i.e. credit vs debit card. This is due to the fact that transaction’s get processed via a terminal and information is being transferred from one issuing bank to another. It appears the customer was expecting the posting of his refund to instantly appear on his statement even though the credit was issued immediately upon his request to cancel.)  The customer seems to be concerned that his order was not canceled when he did not see the refund on his statement moments after he cancelled. We are sorry he felt the need to contact the Revdex.com unnecessarily regarding this issue. Please advise our mutual customer that there is a standard 24-48 hour time frame before his credit card company posts the refund to his account. Again, his cancellation request came in less than 2 hours agoand the refund was issued upon that request. We appreciate you relaying this information and assuring our customer he was in fact refunded for his purchase and the shipment has been cancelled. SusanMadisonseating.com###-###-####

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by Liming Pan.   The cardholder purchased brand name office chairs from our company back in December 2015 under our open box specials. 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 30 day return and 10 year warranty with Madisonseating.com. Our company has been in business for many years. We have sold our product(s) to many Fortune 500 companies, government agencies and hotel chains. The customer made his purchase back in December 2015 and contacted us in January 2016 to say he was missing a feature on his chair. He noticed that other vendors that termed the chair “fully loaded” included a forward tilt option on the chair. We tried to explain to the customer that every vendor selling the chair had different terminology for describing the various models available on the particular chair he selected. That is why under each model chair we sell on our site we list out all the features the chair will include avoiding any confusion. We directed the customer to the product description page for the chair he selected and showed him that we only advertised the rear tilt lock for that particular chair. We did not advertise the option he was requesting, nor did he pay for this feature. At this time, the customer is well outside the 30 day time frame allotted for returns. The customer received the correct chair with all the features we advertised to include. (We cannot be held responsible for what other vendors are selling and including on their chairs.). There was no error on the shipment and therefore, no exception on returning product outside our 30 day return is warranted at this time.   Best regards,   Madisonseating.com

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted] 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 30 day return and 10 year warranty with Madisonseating.com. The consumer purchased a brand name chair that retails for $900 for $448.88. We did confirm via photos that the consumer received the correct item in perfect condition. A technician informed the customer that he was assembling the item incorrectly. The consumer was then sent a video and manual instruction on how to assemble and adjust the chair. We have sold thousands of these chairs to satisfied customers. The assembly is actually quite minor and the adjustments are simple to use. If the customer is still not completely satisfied with the item received, he can return the product for refund. We will even extend the 30 day time frame allotted for returns. At this time, it does appear that all the customers concerns were addressed immediately. Best regards,   [redacted]

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted] The customer selected an item that was part of our open box clearance sale. The chairs were advertised as open box and defined as items that were returned, refurbished, or overstock of inventory. The price on the item was therefore heavily discounted from the retail value of $900+ to the sale price of $350+ the customer received. We have tried on several occasions to explain to the consumer that the serial numbers are removed as they are associated with the original manufacturer’s warranty, which is not included with her purchase. Any parts or repair must be serviced by Madisonseating.com. The chair can be authenticated at any local dealership. The serial number is not needed to authenticate the chair. We told the consumer that her purchase included a 10- year warranty with Madisonseating.com exclusively. To activate the warranty on her purchase, she need only reference her order number. The customer received the exact item she requested in the condition that was advertised. The consumer is past her 30- day time frame allotted for the return of the item. The customer is welcome to use our warranty service for the next 10 years if she follows the protocol outlined in our warranty terms. Best regards,   Madisonseating.com

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted] 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 30 day return and 10 year warranty with Madisonseating.com. The consumer purchased a brand name chair that retails for $900 for $448.88. The open box condition is clearly listed on the title of the item. The open box description is detailed on our website as well. We did confirm via photos that the consumer received exactly what was advertised. We do offer a 30 day return. If for whatever reason the item is not to your satisfaction, it can be returned for refund. The customer contacted us stating they did not find the item to be suitable for their needs. We told the purchaser they were welcome to return the product under our 30 day satisfaction guarantee. Once the item is received back in our facility a refund will be issued back to the account. The customer is responsible for the return shipping expense. At this time, it does appear that all the customers concerns were addressed immediately. Our website also provides very clear information regarding our products and services. Best regards,   Madisonseating.com

This document is in response to the letter of complaint filed against Madisonseating by [redacted].  Our records indicate that our mutual customer received a brand name office chair from our establishment back in September, 2011. The chair was purchased as an open box special. "Open Box" as...

stated on ourwebsite, simply means that the item has been removed from its original packaging. The chair was returned, refurbished, reconditioned, or the price has been reduced due to an overstock of open box inventory. The customer received a heavy discount on the chair due the open box condition.In addition, the open box specials included a 10 year warranty with [redacted].The chair was delivered to the customer in perfect condition. It was not until July, 2015, after almost 5 years of use; the customer contacted us and said the chair required minor warranty service. Theheight range on the chair was not working properly.As an alternative to having the customer return the entire chair for service, we sent a replacement cylinder along with detailed instructions for the installation. The customer was informed that if the partproved too difficult to install, she was welcomed to return the entire chair for warranty service. Once the product is received in our servicing center we would repair or replace as need be. Instead of notifying us that the installation was not going smoothly, the customer decided to discard half the chair. They emailed us with a request to just send a new chair in lieu of the warranty service. We tried to explain to the customer that our warranty requires the return of the entire chair if a replacement is requested.  In addition, if she needed assistance installing the new part, a technician would have been happy to work with her over the phone.   It is unclear why the customer decided to throw out the product. We cannot repair or replace an item that is not returned. Warranty service in any industry requires a physical return of product. If you have any suggestions on what more we could have done to resolve this issue in a more effective way, we would greatly appreciate your feedback and advice.  I thank you for your time and attention tothis matter.  [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:

I still firmly believe that the company has misrepresented the chair and I should not have to pay for return shipping.  I am planning to return this chair, because I have read from numerous other unhappy customers that once the 30 day mark is reached, they will not refund your money no matter what.  I will now be out $200 due to this company's dishonest business practices.I'm very disappointed that the Revdex.com has given this company an "A", which is obviously not an accurate or deserved accolade. [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[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###-###-####

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted].  Madisonseating.com is an authorized dealer for many of the product(s) featured on our website. The customer purchased an office chair manufactured by Boss Office...

Products. The manufacturer themselves ship the item directly from their warehouse. The customer contacted us after receipt of the chair purchased and complained she was having difficulty putting the item together with the parts received. The customer also informed us that the carrier mishandled the product during the transit to her location which may have accounted for the defective parts received. We contacted Boss Office Products who immediately sent replacement parts for the item. However, it appears the part(s) sent did not remedy the issue. At that point, we did not want to inconvenience the customer any further and issued a full refund for the transaction. The customer has been fully compensated for the defective product received. We sincerely apologize for the carrier’s carelessness in delivering the chair in damaged condition. We can assure you the item left the warehouse in perfect condition. We do feel the issue was resolved to the customer’s satisfaction by issuing a full refund for the purchase.  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:

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, **
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted]. 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 30 day return and 10 year warranty with [redacted]. The consumer purchased a brand name chair that retails for $900+ for the sale price of $348.88. The chair was clearly advertised as Open Box condition in Red Lettering. The following is the definition of open box, as detailed on our website: “"Open Box" simply means that the item has been removed from its original packaging. The chair was returned, refurbished, reconditioned, or the price has been reduced due to an overstock of open box inventory.” We have thousands of satisfied customers who are grateful that we offer these brand name ergonomic office chairs at affordable prices. The customer received exactly what was advertised. The issue was that she did not find the chair to be as comfortable as she had anticipated. When the customer was informed that our 30 day return policy allowed for the return of the product, but that she would be responsible for the shipping expenses, the consumer began threatening us about writing negative feedback all over the internet. We have a strict policy about not giving into this type of “bullying”. We do not provide return services, and will not make an exception for this consumer because of threats to write negative and inaccurate reviews about our company. At this time, if the customer is not happy with the chair received, she is welcome to activate the 30 day return that is offered to all our customers. A refund will be issued upon receipt of the returned merchandise. 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:

[Your Answer Here]
Firstly, the business does not clearly indicate that the items sold are used and sometimes heavily used and old. Instead, they chose to hide this by the "Open Box" label without specifying what the condition means.Secondly, all their open box chairs (including the one I bought) clearly state on each items page that item is backed by a 100% satisfaction guarantee and the seller will even pay the return shipping (see attached picture). However, they do not honor this guarantee by requiring customers to pay return shipping.[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:

[Your Answer Here]
The company can respond with whatever words they choose but the fact is I went to the local dealer and confirmed the chair I received is NOT an authentic Steelcase Think Chair. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] This document is in response to the letter of complaint filed against Madisonseating by [redacted]. The customer purchased a 100% authentic Herman Miller Aeron chair that was in excellent brand new condition when delivered back in July 2015. In fact, the customer had no complaints about the chair or the condition until he was installing the replacement part he requested under warranty. The Herman Miller Aeron chairs featured on our website includes a 10 year warranty with Madisonseating.com only. The serial numbers are removed from the chair as they are associated with the manufacturer’s warranty that is not valid with the purchase. The chair can be authenticated at any local Herman Miller dealership. The customer purchased the chair under our open box specials. This chair was heavily discounted off the original retail price (savings of several hundred dollars). We will be happy to continue to service the chair for the full duration of the 10 years.  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:

First of all, it was no a minor scratch.  See the attached photo.  Given the damage, I felt insulted by the low-ball offer of $50.  That is what precipitated this disagreement.  If they had actually exhibited good customer service, rather than telling me repeatedly about how good they were at it, then this problem would have been resolved amicably.Second, the heart of this issue is that we had a contract.  The business offered me $75 over email and I accepted over email.  Companies do not get to renege on contracts simply because the customer was rude.Also, it should be noted that the company threatened me a bad review.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This reviewer did not provide an order number.We are therefore unable to verify that the reviewer is a legitimate customer of Madisonseating.com.We would be happy to address our return policy once we confirm the reviewer did in fact make a purchase with our company.Warm regards,The Team at...

Madisonseating.com

To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted] Our return policy clearly indicates that we can only take back product if the item(s) are received in our warehouse 30 days from its delivery. We do feel that 30 days is...

ample time to decide if merchandise is suitable for one’s specific needs. Any reports of damage or discrepancy must be reported within 30 days as well, as we only have this window to submit a claim with the carrier or our supplier. As the reviewer stated, she bought furniture in March 2017 and only contacted us recently to notify us that her company mishandled the product, and it now needed repair services. The consumer was informed that she was able to send us the chair for repair services as her purchase included a 10 year warranty with Madisonseating.com exclusively. The customer asked us to make an exception and allow her to return the now defective chair for refund. We told the consumer that we are unable to make this type of exception. When the customer’s request for an exception was denied, she then proceeded to accuse our company of illegal activity, an accusation that is completely unfounded and without merit. The customer can bring her item to any local dealership to verify its authenticity. The customer received the exact item(s) she requested. There was no error in the shipment. The consumer refuses to honor our 30 day policy she agreed to at the time of purchase. We also feel that customer’s using the Revdex.com platform as a means to override policies.  We are therefore, requesting this complaint be removed as it unwarranted. Best regards, Madisonseating.com