Madison Seating

I purchased a Steelcase Leap chair from Madison Seating for a Christmas gift for my husband. I ordered it a few weeks before Christmas, but it didn't arrived until Jan. 4th. The late delivery wasn't too big an issue, I should have read the shipping policy and realized it would arrive late. But when it arrived, one of the arm-rests was broken. I contacted Customer Service that same day (Jan. 4) before 1:30 in the afternoon, and was told all the Customer Service team had already gone home for the day and couldn't help me until Monday. I asked if it was customary for them to close before 2 PM on Fridays, and they said sometimes. Later they emailed me to say that they're a Jewish company and so must close earlier on Friday for the Sabbath. I was raised with similar customs, so I was bit surprised, because sundown on Friday evening is nowhere near 2 pm, but I just accepted the explanation. I was told on Monday that they were shipping me the replacement parts and I would get them as soon as possible.

I received a shipping confirmation email from Madison Seating saying my order of replacement parts had been shipped on Jan. 8. I contacted them on Jan. 20th to find out why they hadn't arrived yet. They informed me that they hadn't shipped them at all, and they'd be shipping them in "24-48 hours". No apologies at any time. That was Jan. 20th. They arrived today, 11 days later, Jan. 31. I called UPS to find out when they were actually shipped. UPS informed me that the shipping label was created on Jan. 10, but my package wasn't actually shipped until Jan. 25th.

I am beyond angry at this company. What kind of company cares so little for their customers that they ship a broken product, take nearly a month to ship them a replacement piece (not a new chair, just a replacement arm-rest), and NEVER ONCE APOLOGIZE? Not to mention outright lying and telling me they had shipped my replacement parts on the 8th. And on the 10th. And "24-48 hours" after the 20th.

Oh, and the kicker? When the replacement parts arrived today, one of them was already broken.

Save your money and your sanity, and shop at a place that actually gives two cents about their customers.

Review: 15 months ago, I bought a Bombay cabinet. I understand warranty is 12 months. However, around Jan/Feb of this year(during warranty), I noticed a small crack, but I figured it wouldn't get worse. But now the crack has expanded from top to bottom on both sides on the corner of the cabinet. I had never once moved it around in my house, therefore, this cracked should of not have happened. I contacted Madison Seating Co, but would not cooperate with me. I asked for a replacement or reimbursement. I paid a good amount of money for this cabinet. I take great care of my furniture and cannot understand how an unexplained crack happens without movement. I feel as though it was made from old wood? And also feel they need to compensate me. Thank you.Desired Settlement: Exchange for a new cabinet.

Business

Response:

[redacted]:

This document is in response to the letter of complaint

filed against Madisonseating by [redacted].

Our records indicate that our mutual customer received a

handpainted accent cabinet back in February 2013.

The customer contacted us recently and notified us that she damaged the cabinet

and requested we pick up and replace the item free of charge or repair the

product.

We tried to explain to the customer that she had been using

the cabinet for well over a year so a free replacement ore repair would be

unwarranted.

It is unclear why the customer feels that [redacted]

is responsible to fix or replace furniture she has been using for over a year that

broke while in her possession.

Like most furniture companies, we do not offer to repair or

replace furniture free of charge, that a customer has been using for that length of time.

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 to this

matter.

Consumer

Response:

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 received a DEFECTIVE and expensive piece of furniture from Madison Seating Company. This is a legit reason why I'm simply requesting for replacement or compensation. First, I need to correct Madison Seating Company on their false statement ....."I DID NOT STATE THAT I DAMAGED THE CABINET"..... they falsely made this statement in their response (no sense)! They do not need to make any FALSE ACCUSSATIONS!!! Even though I've had this cabinet just a little over a year, I'm convinced that Madison Seating Company wont take full responsibility on their damaged goods.....whether it's under warranty or not! It's obvious that their items are of bad quality, otherwise, this complaint would not exist. Good quality furniture does not crack/break on their own in such a short period of time, especially when its never been moved around. I strongly believe this piece of furniture must of had an unnoticeable pre-existing defective area when I received it. I paid a good amount of money for this piece. I highly suggest that Madision Seating Company read the "COMPLAINTS BOARD" reviews from numerous unhappy customers. I did not damage this cabinet myself, therefore, I am requesting for compensation. See attached pictures of the ruined cabinet.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]:

This document is in response to the letter of complaint

filed against Madisonseating by [redacted].

Our records indicate that our mutual customer received a

handpainted accent cabinet back in February 2013.

[redacted] did not report any damage with this shipment when

she received the cabinet a year and half ago. In fact, the customer only

expressed her satisfaction with the merchandise received.

It is unclear why [redacted] feels that [redacted] is responsible to

fix or replace furniture she has been using for over a year that broke while in

her possession.

We do not offer nor advertise to replace or repair

furniture, free of charge, that customers have been using for year(s).

We have sold many of this particular cabinet to hundreds of

satisfied customers that have been using the item for several years and had no

complaint regarding the durability or quality.

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 to

this matter.

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

Consumer

Response:

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 refuse to waste my energy with your incompetent company. Just for the record........this cabinet was damaged by defect directly from your warehouse. I am one of your unfortunate countless customers that ended up with a "below standard" item. A good warranty is intended to proctect the consumers investments, in which you dont practice. You should be accountable for your deceptive practices. I regret not researching Madison Seating Company on all the negative ratings and complaints. I will take my complaint elsewhere. I will also post my complaints in other websites, hopefully to save other victims from your bad practices and tarnished reputation.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I cancelled the product and it was shipped anyway, despite being confirmed as cancelled by the employees at Madison Seating. They have since made the entire process a nightmare and will not refund the shipping costs (~$50) to me and have even claimed I'm anti semintic.Desired Settlement: Shipping refund as the shipment happened due to an employee error. I should also get a refund for the amount of time I'm wasted dealing with this company and their bullying. I would prefer to have a refund for the entire $609 purchase price as opposed to also incurring a 5% stocking fee. (~$75)

Business

Response:

Review: ordered a couch threw company website priced sofa was without tax and shipping as promised on website. One week later I was informed by phone I had to pay tax, I agreed.They stated when the sofa was picked up in L.A.I would receive a phone call with a projected delivery. That phone call never came. After waiting weeks when the promise time of delivery of 7-10 days long pasted I became quite uneasy, They finally called from a town south of me to schedule a delivery and I refused the delivery due to the abrasive customer service and the length of time that the order had taken to be delivered to me so I refused it . At that point after that I have received very threating and harassing calls they bullied me and intimidated me. I also called B of A Visa to dispute the charges, which they did .Now at this point I am being told I have to pay for shipping the product never entered my city let alone my property.They are claiming I changed my mind due to buyers remorse which is not accurate, Can you help me I am 83 yrs of age and this is very disconcerting and worrisome Respectfully[redacted]Desired Settlement: Please stop this company from doing this

Business

Response:

Review: #1 - madison seating charged my credit card 2 months after the order was closed without being authorized to do so. Provided no refund when asked. Said fee was charged on advice from [redacted]. When placing the order, the website clearly showed a shipping fee of 170$ which I paid, and it didn't indicate that the fee did not include all possible charges. beyond this extra fee from madison, [redacted] also billed me directly for duty and advancement fees, which I paid. Customer service refused to refund the second charge they placed on my credit card without my authorization.

#2 - the chair received seemed "used" - small scratches and scuffs. almost seemed refurbished. Unacceptable for a chair I'm paying hundreds of dollars for. There was zero mention on the website that the chair might be a refurb, and Shipping costs to return are excessive and prohibitive.Desired Settlement: 1) Refund the entire second charge

2) Refund an additional discount for a chair that seems used and for my inconvenience and time spent dealing with these issues.

Business

Response:

This document is in response to the letter of complaint filed against Madisonseating by [redacted]. The customer purchased a brand name ergonomic office chair that was part our clearance sale back in October 2015. Madisonseating.com is a U.S. based company that offers shipping to Canada on select item(s) only. Canadian customers are advised in advance that the free shipping promotion we offer is for deliveries made within the continental U.S. only. In 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 border. Our terms of use, which the customer did agree to at the time of purchase, clearly state this information as well. Many of our Canadian customers are aware of the added duty and custom fees that apply to shipments crossing the U.S Canadian border. We always urge our Canadian customers to contact their local broker agent for more information regarding this type of tax. In the event a customer received an incorrect or defective item, our company will pick up the merchandise for a full refund or exchange. We back our products 100% with our 30 day money back guarantee policy. This 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 2015. He appeared satisfied with the chair and the incredible discount received on the purchase. We recently received our [redacted] bill informing us that an entrance fee of $46 was applied to this customer’s shipment. When 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 taxes. True to his word, he went on several online blogs to post incorrect information regarding Madisonseating.com. At this time, we are prepared to offer the customer an extension on his 30 day return. If the customer is not happy with his purchase, we will extend his 30 day return as a onetime courtesy. Even though the customer is using the product for close to 3 months without incident or complaints, we will accept his chair back for refund if it is returned by 2/**/16. Please understand, our company has fulfilled this order to the customer's satisfaction. He 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, [redacted]

Consumer

Response:

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,

Business

Response:

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]

Consumer

Response:

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 bottom line is that your practice of placing additional credit card charges (in my case, 2 months after the initial order) *without any notification or warning* to the customer is a poor business practice and poor way to treat customers. 1 - I had no notification or warning of this charge before it came. (vague terms and conditions stating that you might be charged some random amount at some random time in the future does not count as reasonable notification) 2 - I have no way of knowing whether that additional fee is correct or even legitimate. I received no invoice for this fee, nor any proof that the additional fees were actually charged to madisonseating by [redacted]. Based on this current practice, the seller could make up any fictional amount for international customers and place charges at random. A better practice would be to send the customer an additional invoice with PROOF of the additional shipping fees, and the customer can then make payment arrangements as appropriate. Madisonseating did not do this. I have no proof (via [redacted] invoice, madisonseating invoice, etc) that the fee is legitimate. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I placed an online order (#[redacted]) with Madison Seating on 07/**/2013 during their annual Independence Day Sale. Their website featured a banner prominently claiming "The best price of the year!" and also listed "Free Leather Arm" as part of their sale. I selected the leather arm option during check-out, was charged for it ($30), and promptly emailed them inquiring about why this had occurred. I was told by a customer service associate that my options were to keep it or return it within 30 days at my expense.

A few weeks later, Madison Seating had lowered prices below the "best price of the year" sale price that I had paid. I emailed asking them why they had misrepresented the previous sale and asked that they price match themselves retroactively. I was told that my order was outside of the return window (ignoring my previous inquiries) and my original question went unanswered.

I called Madison Seating on the phone and requested to speak with a supervisor. The representative I spoke with told me that it was "how sales work" and that "if [she had] bought a pair of shoes at the mall on sale, [she] wouldn't expect to get any sort of refund if they lowered the price afterwards." I reminded her that the mall wouldn't have been advertising their sale as having the best prices of the year and that, consequently, it wasn't a valid comparison. She put abruptly put me on hold and I was transferred to their Director of Marketing. He was relatively disrespectful, saying, "Normally our customers like it when we put things on sale, if I knew people felt this way, we would just charge more all of the time." I explained to him that I wasn't faulting them for having sales, only trying to hold them to their claims (now constituting false advertising). He was unable to locate the advertisement I was referring to (despite my having emailed it to them), and assured me that I was mistaken as to the exact phraseology used (I was not). He agreed to look into the matter and contact me at his convenience within a week. After not hearing from them in any capacity in over two weeks, I emailed their support department again asking that they forward the email to the Director of Marketing. In the email, I requested to be contacted within 48 hours. I have not received a response after three business days.

I can provide documentations for my claims, including a screenshot of the advertisement. The free leather armrest portion of the advertisement is still being shown on their live website.Desired Settlement: I wish to be refunded $54.99 (the sum of the $29.99 armrest which should have been free and the $25.00 price difference between what I paid and what the same item was later offered at).

Business

Response:

Review: Awaiting my new chair delivery, after 14 days I called to find out the status of my order - "it will be shipping in a few days, you'll get an email confirming it shortly." Great, sounds good.

2 days later, I get an email that the chair I ordered was no longer available, my order was being canceled. Alternatively, I could choose to pay over 40% more for a different color.

When I called to complain, "We understand, but there's nothing we can do - we won't substitute the traditional color for the color you ordered. We're sorry we acted this way."

What horrible customer service - lies and refusal to correct problems.Desired Settlement: I would like to receive the chair I ordered at the price I ordered.

Business

Response:

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 clearance sale item. The customer ordered a brand name ergonomic office chair in

a blue fog/grey color. We 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 colors. The Black color for this chair was not part of the clearance

sale.Every chair that leaves our facility goes through rigid

inspections. Upon 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 shipment. A

full refund was immediately issued back to her credit card. We would be happy to notify the customer upon the restock of

this particular chair in the color she requested for the same price. She was

offered the option of the Terracotta color as well, if she was flexible on her

color preference. The customer opted to cancel the order.The customer is asking to receive the chair she ordered as a

resolve to this complaint. We do not wish to send out defective or damaged

merchandise. We 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 matter. Madisonseating.com

Consumer

Response:

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 was never offered the option to await additional stock in the chair I ordered, only an ugly color, orange, or to pay 40% more for a third color. If I were to be offered the next acceptable piece of stock in the color I ordered, without a price hike, my complaint would be resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Stacie Farina

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that resolution is the only one that business will ever offer. I hope others can learn from my mistake in doing business with this company.

Sincerely,

Review: Hi,

I purchased a chair from Madison Seating in June 2012 with the understanding that there was a 10 year warranty. The warranty was the reason I was willing to spend $686 on chair. The arms of my chair have been torn from normal wear for quite awhile. I have sent them pictures and they have agreed that the arms are covered under warranty. But they state that I must pay to ship the arms to them and then I must include a prepaid label for the arms to be shipped back to me. It was not stated in their warranty policy that they do not cover shipping for defective parts. I have never encountered a company that doesn't pay for shipping of defective parts. I refuse to spend more money on this chair and I want to return the chair entirely. I've contacted the company myself and have asked them to pay for the shipping but they refuse. They have done nothing but take my money and send me a product that is defective. The arms have been torn for awhile but considering I knew the warranty was for 10 years, I did not rush to take care of it since I didn't want to be without the arms during the shipping process. If I had realized I was responsible for shipping, I would have never purchased from this company. I see that there are other complaints similar to mine. One from 2013 where he states he was sold a defective chair then. Sounds like this is how this company does business.

Regards,

[redacted]Desired Settlement: At this point, I'm not happy with their 10 year "warranty" and feel I was sold a lie. I would prefer to return the chair to the company for a refund. I don't like doing business with dishonest companies.

Business

Response:

This document is in response to the letter of complaint filed against Madisonseating by [redacted].

Our records indicate that our mutual customer purchased a brand name office chair back in June 2012.

[redacted] did not report any damage or defects when the item was delivered. In fact, the customer only expressed her satisfaction with the merchandise received.

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 [redacted] felt the need to contact the Revdex.com for a simple warranty repair issue.

[redacted] contacted us on 5/*/14 to say the arm pads were showing some wear after (2) years of use. This is a common issue if the user is rolling the chair back and forth under a desk. Eventually, the arm pads can get

rubbed out.

[redacted] was instructed to send in the worn out arm pads to our warranty department. We would be happy to switch out the old arm pads for new ones. All the customer needs to do is send in her used arm pads.

However, [redacted] appeared to be really upset that she would be responsible for the shipping expenses of the arm pads and now wants to return the entire chair for a refund.

We tried our very best to explain to the customer that she cannot use furniture for over two years only to then return the product for full refund.

Again, we would be happy to service [redacted] with her request for new arm pads. Once the customer returns the worn arm pads, a pair of new pads will be sent. There is no charge for the new pads. The customer is only responsible for shipping.

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.

We thank you for your time and attention to this matter.

Madisonseating.com

Consumer

Response:

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:

Madison has essentially stated that they expect me to have to replace the arms of the chair every <2 years. Based on this, I would need them replaced a minimum of 5 times during the course of the warranty. This is clearly why they don't cover shipping. I would have to pay about approximately $25 (maybe more) each way each time this happens. So every time the arms need to be replaced that's a minimum of $50 *5 instances = $250. I did not purchase a chair for $686 so I would have to spend a minimum of $250 to replace the arms over and over again.

Now let's add to this that my arms definitely didn't make it 2 years. I contacted Madison first in May which was under 2 years and I told them it had been a problem for awhile. So I'm looking at needing to replace the arms more than 5 times.

And they state this is expected of a chair that goes under a desk. They assumed this is how my chair is used, which is incorrect. My chair arms NEVER go under the desk. So they can't blame my desk for the reason the arms are ripped.

I have not encountered another company that doesn't cover shipping for items covered under warranty. Their warranty does not clearly state that they don't cover shipping. It's clear they don't believe in the quality of their products or they would cover shipping.

Madison has refused to make any sort of compromise. This is why I would prefer to return the chair at this point. I don't want to have to deal with this company anymore. I am a reasonable person and understand that I should pay some amount for having the chair for 2 years. I would be willing to pay 2 years/10 year warranty or 20% of what the cost of the chair was. So I am willing to pay $686*20% = which is $137.20. I would like a refund of $548.80. I will even make sure to bring the chair to

them so their isn't a shipping cost. When I offered this to Madison, they responded with the same canned response I've received at least 3 times now.

It was not stated anywhere that I would have to invest more money to keep my chair in ok condition. The point of a warranty is to take care of issues that arise due to defective parts etc. The purpose of the warranty is not to extort more money from your customers.

Sincerely,

Consumer

Response:

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]

It states on their home page "Satisfaction Guaranteed." I am in no way satisfied with the short life the arms of the chair had. If it took less than 2 years to wear out this time, why would I expect new arms to be any better? This company clearly does not have a good customer service department. They have literally stated the same thing over and over. They will replace the arms IF I send them to them and pay for shipping both ways. As stated, this will lead to a large cost incurred by me because the parts they put on their chairs do not last very long.

I am not satisfied. I will not pay for shipping both ways each time the arms wear out.

They have stated that I bought a clearance chair. This is not true. The email receipt says nothing about it being Clearance. I did not click the Clearance button on their website. The chair I purchased, could be purchased today for a very similar price and nowhere does it state it is clearance. I have no idea why they are making this up.

I have the right to have a chair with untorn arms when I spent $686 on a chair.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Our records indicate that our mutual customer purchased a brand name office chair back in June 2012. When the item was delivered, there was no report or claim of any defects or damage to the chair. Therefore, it is

fair to assume that any warranty service being requested is due to the customer using the chair for the past few years.

Again, we are uncertain why the consumer is contacting the Revdex.com for a warranty issue.

The ergonomic chair the customer purchased included a 30 day return period and a 10 year warranty with Madisonseating.com.

[redacted] contacted us on 5/*/14 to say the arm pads were showing some wear after (2) years of use.

AT NO TIME WAS THE CUSTOMER INFORMED THAT THE ARM PADS WOULD NEED REPLACING EVERY 2 YEARS. The amount of wear on the arm pads is entirely due to thetype of usage. This varies tremendously with every customer.

At this time, we are prepared to send out the replacement arm pads free of charge as long as the customer sends us the worn out arm pads first. This will be a onetime courtesy offer.

We must stress that the arm pads being worn is of no fault of Madisonseating.com. We sent the consumer a perfect working chair with allmaterials being in excellent condition. Worn out arm pads is a direct result of

the usage by the consumer.

Please keep in mind, the chair itself is in perfect working condition. Arm pads being worn out do not deem the chair inoperable.

[redacted] is welcome to return the arm pads at any time for servicing.

We certainly appreciate the Revdex.com for helping us convey this information to the consumer.

Warm regards,

Madisonseating.com

Review: I bought a Herman Miller chair in July 2013 from Madison Seating. Total price with shipping was $734.98. The product came with a 10 year warranty. Madision Seating's terms of service does not mention they charge for shipping with warranty work. My chair had a defect and began to rip on the bottom. I sent them pictures and requested the chair get fixed. The following is the text from the email that I received. Dear [redacted], We are very sorry to hear about the problem you experienced the Herman Miller Aeron chair per your order. Fortunately, your chair is under (a 10 year) warranty. Your return authorization number will be the same as your order number [redacted]. Since we do not provide return services please have the entire chair shipped to: [redacted] Attn: Warranty/ Shipping Dept. [redacted] Please include a detailed note with the chair indicating the reason for the return. We will attempt to repair the issue. If that is not possible, we will replace the part(s) for you. We will not be able to send you a replacement prior to receiving the defective part(s). *Please be aware the customer will be responsible for a $75 return shipping cost unless a pre-paid label is provided. A cost effective option may be to simply purchase the part needed and change it out yourself. [redacted] Please let us know if there is anything further we can do to assist you with at this time. Customer Service Madison Seating Our offices were closed 9/** and 9/** in observance of the Jewish holiday Sukkot. So after paying $735 for my chair, now I have to pay them an additional $150 shipping fee (shipping both ways) to fix my chair or replace it. Meanwhile, I am without a chair until they send one back. The second option, I could just purchase the part I need myself and fix it myself. I wrote them back and stated that these unfair business practices were unacceptable. I contacted Herman Miller. Herman Miller stated that Madison Seating is NOT an authorized dealer for Herman Miller and that they routinely sell refurbished/reconditioned products. They wrote back and stated they would not be in business very long if they were responsible for the shipping and handling for warranty issues for the hundreds of office chairs sold across the United States every week. Sounds to me they know they are selling defective products.Desired Settlement: Since the chair has a defect, they should send me a new one and include a shipping label for the old one. They can hold a credit charge until I ship the defective chair back.

Business

Response:

Hi [redacted],

This document is in response to the letter of complaint filed against Madisonseating by [redacted].

Our mutual customer purchased (1) brand named office chair from our establishment on 7/*/13.

In the event a customer is dissatisfied with the item(s) shipped they are entitled to a refund. Our company policy guarantees a credit be issued once the merchandise is returned to our facility within 30 days of its receipt.

[redacted] contacted or customer service department recently to report that his chair needed servicing. Fortunately, the item purchased included a 10 year warranty with [redacted].

We instructed the customer to send the product to our warranty department located in Brooklyn, NY. As stated in on our warranty page we would take care of all parts and labor while the customer will only be responsible for the shipping expenses.

[redacted] appeared frustrated at having to pay the shipping expenses, although all the warranty information is clearly displayed on our website and the paperwork regarding warranty was provided to the customer with his purchase.

[redacted] also complains that he was unaware that we were not authorized dealers though this information is also clearly displayed on the product description page for the chair he purchased:

“Although we are not Herman Miller authorized dealers, all our chairs are backed by a 30 day No-risk, hassle-free return policy. If for any reason you are not completely satisfied your chair will be taken back for a full refund.”

Since the customer appeared to be extremely agitated we offered to pick up the chair, as a one time courtesy, for a refund (despite the fact the customer was well outside his 30 day time frame allotted for returns).

Once the chair is successfully returned back to our facility a refund will be issue back to the customer.

As of date there is no record of the customer returning the product.

The merchandise the customer received was exactly what he ordered. All the information regarding our product and services are clearly displayed on our website specifically on the product description page. In addition, we have knowledgeable representatives that are available during business hours to answer calls regarding our products and services.

We have been in contact with [redacted] during this entire time. The customer did inform us that he will be returning the chair for a refund. As soon as we receive the item back in our warehouse, we will be sure to issue credit for the return.

If you have any suggestions on how this issue could have been handled differently I would be more than eager to hear you ideas and recommendations.

Best regards,

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

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.

I am waiting for a new chair from Herman Miller at which time I will use the shipping box to ship the defective chair back to Madision Seating.

Sincerely,

Review: Madison seating is selling used products that are 10 years old, with rust, but are advertised as new products.Desired Settlement: Based on the fraudulent advertising, I want them to issue a refund.

Business

Response:

[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. The customer recently contacted us for warranty service. The Herman Miller Aeron chair featured on our website includes a 10 year warranty with Madisonseating.com at no extra charge. The customer received the replacement part(s) he requested and was assured that we would happily service all his warranty needs for the full 10 years.Since the customer is in possession of the chair for over 6 months, a refund/return is not an option. Madisonseating.com###-###-####

Consumer

Response:

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,

Business

Response:

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

Review: Both on the Madison Seating web site ([redacted]), by e-mail response to questions I asked "[redacted]" at Madison Seating and by direct phone conversations with a different sales person at Madison Seating (###-###-####), it was represented to me that the office chair I ended up purchasing would be a "brand new, mint condition" original Steelcase Leap V1 chair. I have the text of the reply from "[redacted]" below. The chair which was delivered had replacement parts used and was not new. A screw fell out the first day after it arrived and upon investigation I found that the screws on different identical parts of the chair were not identical and upon removal found that the parts were in fact used replacement parts. Other parts of the chair also appear to be refurbished parts as well.

See text of Madison Seating reply:

Hi [redacted],

Thank you for your interest in [redacted], currently the largest retailer in North America for brand name office chairs at the lowest prices possible!

The Leap V1 chairs are available in all colors shown,

Our Leap Chair by Steelcase are \"Open Box Specials!\"

The \"Open Box Specials\" featured on our website are a great way to save money on the best selling chairs on the market today.

\"Open Box\" simply means, the item is out of the original packaging. The chair was either on display or has been in inventory for awhile and since been placed on a clearance.

The merchandise is in brand new, mint condition.

In addition, you will be provided with a 10-year warranty from [redacted]. The warranty will cover the same parts of the chair as the original manufacturers warranty.

We are so confident that are prices are currently the lowest on the internet we are willing to not only match but beat anyone selling these item(s) at a lower cost.

Please do not hesitate to contact me directly with any follow up questions or to place this order.

Best regards,

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

________________________________________

Ticket ID: [redacted]Desired Settlement: This chair was represented to me as being a "brand new, mint condition" Steelcase Leap V1 chair and I paid $399.99 for it. If I knew it was a refurbished chair I wouldn't have paid more than $250 at the highest. I believe I should receive a reasonable billing adjustment representing what a "refurbished" chair would sell for. This chair was received from Madison Seating on Tuesday February *, 2014.

Business

Response:

Review: We ordered a couch and paid $45 for "in-home" delivery. We later were informed that "in-home delivery" did not mean delivery IN the home. It was explained that "in-home" meant to the THRESHOLD of the home. This was not explained when we paid $45 for this service. As we live in a residential neighborhood in a freestanding house, delivery of the couch to our yard OUTSIDE the house free of charge would be the SAME as the so-called "in-home" delivery. There is no OTHER WAY to deliver this couch as it cannot be placed on our small porch (also OUTSIDE the home). We requested a refund and were denied.

Please ask Madison Seating to cease the false advertising of "IN HOME" delivery.Desired Settlement: We would like an apology, the return of $45 as we will receive NO SERVICE for this fee, AND the cessation of false advertisement so that other customers will not suffer a fate similar to ours.

Business

Response:

Review: I purchased a Herman Miller chair via the internet. The initial chair arrived damaged and obtained a replacement. When the second chair broke 6 months later I found out that in fact Madison Seating was not an authorized Herman Miller dealer. I suspected that they were reselling refurbished chairs as new. I send the second chair back (at my cost of $225) and paid an additional $75 to ship a replacement and the third chair was defective an inoperable. I returned it and placed adverse reviews on consumer websites. Madison Seating agreed to give me a refund, but only if I retracted my reviews. I said give me the refund first. At this point, I'm out over $1000, have no chair, and no refund. The fact that Madison Seating won't give me a refund unless I retract my criticism of their deceptive business practices is unethical. The fact that they never refunded my original purchase price, despite their verbal commitment to do that, is simply wrong. This is the single worst consumer experience I have ever had. [redacted]Desired Settlement: Credit card refund for all costs.

Business

Response:

Review: On February [redacted] 2014 I purchased a dining room table (online) from Madison Seating. The product ordered was: Geneva Marble Counter height Dining Table by Steve Silver STS-GV5454PT. On or about February [redacted] the product was delivered to me and it was damaged. All the corners of the granite were chipped. Not only was the product defective but it was not as advertised. It was supposed to be solid granite and what I received was a table top of little granite squares all glued together. I immediately contacted Madison Seating and waited days for someone to get back to me. Finally someone did contact me and on February [redacted] 2014 I was asked to send them pictures of the damage. The following day they contacted me and stated they never received my email. I then text them the photos to a number they provided to me. When they received them they immediately blamed the freight company and said they would have to get back to me. I waited well over a week and nothing. I called several times and was just kept being told it takes time. I contacted the Manufacturer Steve Silver and they said they would call Madison Seating and try to help me. Nothing was ever done. On March [redacted] 2014 I decided to stop payment on my credit card because I was getting nowhere with Madison Seating. This got them annoyed. I continued to contact them to try to resolve the issue. The only time they did speak to me was to offer me a 10% discount on the table to take it damaged and try to get it fixed on my own. I told them it was an insulting offer and to come pick up their merchandise. The credit card company gave them until April [redacted] to respond to the chargeback complaint and they never did. On April [redacted] 2014 the case was closed out in my favor but Madison Seating refused to accept that stating their people are telling them it was still an open case. On May [redacted] I emailed them a letter that the credit card company sent me stating it was closed. No one ever called me back. I have made numerous attempts to contact the "[redacted]" [redacted] ###-###-#### [redacted] and she has only spoken to me once. All she keeps saying is that there was no reason for me to stop payment on my credit card and how this is all my fault it is taking so long. On June [redacted] I was finally able to get in touch with a customer service rep who emailed me stating they were working with UPS to get it picked up and they would contact when that was done. Once again no one ever contacted me. They are also stating that I need to make sure the table is boxed up. The table weighs 250 lbs and I can not box that up by myself and I have no one here to help me. I am not going to be blamed for further damage on its way back to them because of that. A week later on June [redacted] 2014 I called them again requesting to speak to [redacted] and was told she was not available and that they were working with ups. On June [redacted] 2014 I sent them an email stating that I need a response within 24 hours and pickup by this Friday or I would be either throwing out the merchandise or charging them a $25.00 a day storage fee. They emailed me last night at 5:03 pm stating they were working with UPS and should have an exact pick up date within 24 hours. Still no Pick Up date. I have had this damaged merchandise on my garage floor, in the exact same spot that it was delivered at, for 110 days. Almost 4 months. I would think that is more than enough time to get this resolved.Desired Settlement: They need to either pick up their merchandise immediately or tell me to discard it. I would also like an apology for the service that I received.

Business

Response:

This document is in response to the letter of complaint

filed against Madisonseating by [redacted].

Our records indicate that our mutual customer received a Geneva

Marble Counter Height dining by Steve Silver.

After the merchandise was delivered, the customer did contact us stating she

was not satisfied with the table and did not believe the top was made of

granite. Since Madisonseating.com is just a reseller for the item(s) on our

website, we asked the customer for the opportunity to confirm the material with

the manufacturer.

Before we had a chance to offer the customer a resolution,

she initiated a chargeback with her credit card company. At that time, we were

unable to pick up or refund the customer until the credit card company closed

the case. This can generally take anywhere from 30-60 days.

The manufacturer did get back to us and of course confirmed

the table, which is described as granite, was indeed granite. This table is

massed produced and sold throughout the country. It is impossible fort the

customer to have received anything but the granite material as the item is only

produced in that material.

Once the case was closed out by the credit card company, we

offered the customer to keep the product at 75% off or the ability to donate the merchandise to

local charity of their choice.

The cardholder requested to keep the merchandise for free,

which was not an option being offered. At this time, we have arranged for a

local charity to come to her home and have the product picked up.

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 to

this matter.

Consumer

Response:

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:

Everything she stated is absolutely incorrect. The main reason we contacted them was because the table is DAMAGED. The fact that they misrepresented the product is secondary. I did not tell them I didn't think it was granite. I told them the advertisement states SOLID granite and it is a 100 little squares fused together. That is not SOLID. They did not contact the retailer to confirm the material. They were contacting them and UPS to file a claim for the damages and wanted me to wait. I gave them exactly two weeks with no satisfaction before I put a stop on the credit card. Once again this has nothing to do with material of the table but that the table is DAMAGED.

Another lie is that they did not make me an offer ONCE the case was closed out. The case was closed on 4/**/2014 and it took until 6/**/2014 before I was contacted about an offer. The offer was 50% NOT 75% or "whatever I felt was fair for my troubles". I told her that fair was they let me keep the product no charge for the four months of ** that they have put me through. They expect me to pay for a broken granite table and pay someone to fix it with my own money. Doesn't sound very fair to me.

Yes they arranged for a charity to pick up the table today. To my surprise Madison Seating didn't just give them my address (which would have been sufficient) but they gave the company my name and telephone number. I DID NOT authorize them to do that. It just keeps getting worse with them. I have now been going through this since I placed the order on 2/*/2014. 4 1/2 months of absolute aggravation and nothing to show for it. No table and no compensation for my troubles.

Please let me know if you would like me to send the photos and all correspondence to you at the Revdex.com to prove my story vs. theirs. I will be more then happy to do that.

I would like to know what Madison Seating plans on doing to compensate me for my troubles.

Thank You

?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This document is in response to the letter of complaint

filed against Madisonseating by [redacted].

Our records indicate that our mutual customer received a Geneva

Marble Counter Height dining by Steve Silver.

After the merchandise was delivered, the customer did contact us stating she

was not satisfied with the table and did not believe the table top was made of

granite. The customer also claimed there were minor defects on the top of the table.

We confirmed with the manufacturer that the table was indeed

solid granite, as advertised. This particular table is massed produced and sold

by many of our competitors, all of whom describe the table in the same manner

(as the product description and photo come directly from the manufacturer).

We offered to repair the defects [redacted] claimed was on the

table top, or have the item replaced, free of charge.

The credit of 25% that was offered to the customer was done

so as a courtesy. We strive to provide excellent customer service. Although the

defects the customer described were minor, we felt that offering the customer

25% off was extremely generous and would compensate fairly for any

inconveniences she may have experienced.

However, the customer opted instead to contact her credit

card company and initiate a chargeback for the entire dollar amount. It is out

of our control how many days it takes for the issuing bank to close out a

dispute. Even if the case was closed on 4/**/14 (as [redacted] keeps stating), we

do not get immediate notification regarding the closure. It can take several

days (or weeks) before this information is relayed to OUR chargeback

department. [redacted] is not familiar with the process of a chargeback and is

upset that it took so long for the case to be closed, which is not something

that either Madisonseating.com or the customer can control.

Once we did confirm the case was closed, we generously

offered the customer a 75% discount to keep the merchandise (or a dollar amount

she felt would be fair). Instead, [redacted] insisted she wanted to keep the table for free (her rebuttal confirms that she requested to

keep the product for free as well). When we told the customer she could not keep the

table for free, she became belligerent.

Madisonseating.com offered to find a local charity for the customer

and made all the necessary arrangements to remove the table from her home.

As of date, the table has been picked up by the Salvation

Army. It is unclear what sort of compensation the customer is still seeking as

she was fully refunded for the transaction and the merchandise is no longer in

her home.

We are confused why the customer keeps contacting the Revdex.com.

Again, the customer has been fully refunded and the merchandise removed from

her property.

Warm regards,

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

Consumer

Response:

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:

My issue is that you keep lying and I will keep responding until you cease. I will not have my character questioned when it is your company that keeps [redacted] the public. For the last time I DID NOT contact you because I didn't believe the table was granite. The table was DAMAGED. All corners were broken and two of the sides were chipped. I mentioned on my second or third call that the table was not SOLID granite as advertised but little blocks of material fused together. FALSE ADVERTISING!!!!!! You didn't offer me 75% off to keep the table, it was 50% or whatever I felt was acceptable for my troubles. I was in procession of a unusable damaged table and you wanted me to pay 1/2 for it and get it fixed myself. I ordered a NEW table from you not a damaged one that once I have it fixed is considered used and is worthless. YES I did REQUEST to keep the table for free. It was the least you could do after the horrible experience I had with MADISON SEATING. But under no circumstances did I "DEMAND" to keep it for free. The table at this point was worthless and you were going to have to pay to have it shipped back to you. As previously stated I am sure you have already received payment in full for the claim you filed with UPS for the damages. So you are trying no get paid twice for the same piece of damaged furniture. As far as the chargeback is concerned, I do know the procedure. I am a bookkeeper and have dealt with many chargebacks. Your problem is the fact that your chargeback department doesn't know what they are doing. Discover told me you have 45 days to respond and you never did. The issue couldn't have been that important to you if you didn't even respond. So much for your claims of outstanding customer service. I complained about a damaged product and got no response. Filed a complaint then with my credit card company and yet still no response. If you would have read the initial letter sent to you by Discover you would know that it states you have 45 days to respond or the case will be closed in my favor. No further documents would be sent to you. So all the lies about you waiting to hear from Discover after it was closed is just that, LIES. You knew that information from the beginning. Yes I have been refunded by my credit card company and yes the table is finally out of my home after 4 very long months of no responses and getting the run around from MADISON SEATING and what do I have to show for my troubles. NOTHING. I do not run your company and it is not my job to tell you how to compensate a VERY dissatisfied customer. That is your job and if you are uncapable of doing so then maybe you need to get the people who are really in charge there to figured it out. I will continue to respond and write negative comments about your company until I get satisfaction.

Have a great day!!!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In November of 2015 I received a bed frame & headboard from Madison seating, distributed from [redacted].

In December my husband moved to a new apartment, where the bed was taken from the box and built. The bed was fine for a month, then we went to [redacted] to get married and we were gone all of January. I moved into the apartment and started sleeping on the bed in February and in March, the bed started to break. The wood slabs that supported the mattress kept popping out of place. We tried to manually put the wooden slabs back together in the frame, however, this quick fix would only last a few days. Finally, in April I reached out to Madison seating, and requested replacement parts. For months there was back and forth, and we did not receive replacement parts until June (almost 3 months later). However, the replacement parts were 1.) sent the wrong address (i provided a new one in my initial request. 2.) We were only sent the plastic connectors, not the wood slats that kept breaking.

I followed up with a few emails, and Stephanie from Madison seating was my point of contact the entire time, she was friendly through her emails, however, delayed in her intial responses from April until we received the replacement parts. When I complained in July after receiving the package that it was only part of the parts, she reached out to [redacted], and after a week, they said I would have to pay for the replacement parts, as it is now out of warranty. I spoke to [redacted] at [redacted] and she advised that when she recieved the request from Madison seating, the email only had a request for plastic parts, however, in my email I clearly included pictures of wood slats and connectors which were broken (6 total wood slats and 6 plastic connectors).

1.) The following up from Stephanie initially was terrible.

2.) it took from April to June to get replacement parts.

3.) The package was sent to the wrong address.

4.) the package did not include wooden slats, just the plastic connectors.

5.) If it was out of warranty, why send the plastic connectors?

6.) Stephanie said we would recieve replacement parts, and I am holding Madison Seating to her word.

My husband is sleeping on a brand new bed which is broken. When we manually fix, it pops out within 12 hours. The product is defective, I have gone through the avenue of trying to get replacement part, and at this point I cannot have my husband sleep on a broken bed anymore, I would like a refund and to return this defective bed. I dont think its right to sell products and not stand by them. No one should be sleeping on a broken bed onyl a few months old.

Please help in anyway possible.

Thank you for your attention in this matter.

-[redacted]

###-###-####Desired Settlement: I have tried to get a replacement part for 5 months, and at this point we are going to buy a new bed. I would like a refund on this defective product. My husband has been sleeping on a broken bed for 5 months. He falls through the bed, and this could lead to an injury if this continues.

Business

Response:

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]

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

Review: Madison Seating sells [redacted] chairs on itswebsite; It allows customers to pay extra for “leather” armrests (See: [redacted]),but delivers armrests that aren’t real leather and that fall apart quickly.[redacted] specifically makes real leather armrests for its chairs (see examplehere: [redacted]).Nowhere on Madison Seating’s website or order confirmation does it indicatethat the “leather” armrests that it sells are not same and are not [redacted] and not real leather. This is misrepresentation. Based on their website,they appear to continue to make this misrepresentation to their customers. Thisdistinction is important because real leather armpads should be durable (per[redacted] customer service) and not disintegrate after only a year of use.My experienceI ordered a chair form Madison Seating in September 2012(Order #[redacted], which was delivered in October. I paid extra for “leather”armrests. In April 2014, I discovered that the armrests were disintegrating.More importantly, I discovered that due to the way they were disintegrating,they were not actually leather. In April, I contacted Madison Seating customerservice and requested that they send a pair of real leather armrests (Complaint#[redacted]). They indicated that they would repair or replace the armrestswith the same product (which they initially continued to call “leather”, thensubsequently referred to them as as “upgraded" armrests). They admittedover the phone that they don’t sell the real leather armrests, but avoided anysuch acknowledgment in our email exchanges. I refused their offer and againrequested real leather armrests (or reimbursement therefor), and theyeventually ignored all of my emails. I also contacted [redacted] directly,and [redacted] from their customer care wrote: "Madison Seating has not now, nor have they ever been,an authorized dealer of [redacted] products. The “leather” they put on their arm pads isNOT [redacted] leather. I’ve attached a photo showingwhat our leather arm pads look like. Our leather arm pads very rarely fail during normal use. I couldn’t tell you the last time I replaced a leather arm padunder warranty. They are quite durable. Our leathers areproprietary to **. Madison Seating frequently sells chairs that are cobbled togetherfrom other parts, with some of their own materials added. They offera 10 year warranty through their company; we offer a 12 year warrantythrough[redacted] when purchased through an authorized HMdealer to the original owner of the chair." My evidence (which I can provide on request,but some files are 2+ MB) Original order confirmation (indicating “leather" armrests) Picture of the chair on the day it was delivered and assembled, with the vinyl armrests Picture of the armrests taken in April My email discussions with Madison Seating My email from [redacted] at [redacted] The armrests themselves (I can send pictures at any time)Desired Settlement: I would simply like a pair of real leather armrests per myoriginal order and our contract, or reimbursement therefor.

Business

Response:

Our records indicate that our mutual customer purchased a brand name office chair back in June 2012. When the item was delivered, there was no report or claim of any defects or damage to the chair. The customer madeno mention there was an error in the shipment or that he received incorrect arm pads.The customer recently contacted our servicing department as he just noticed the arm pads on his chair was not the leather pads he requested back in 2012.We told the customer we are sorry for the oversight and would be happy to ship him out the original leather arm pads he paid for with his chair. Normally, any discrepancies on an order should be reported within the first 30 days from the time the item is delivered. However, since customer service is our #1 priority, we are willing to send this part out to the customer free of charge.In addition, the customer does have a 10 year warranty with our company that will include worn arm pads. Should he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacement. We certainly appreciate the Revdex.com for helping us convey this information to the consumer. Warm regards,Madisonseating.com

Consumer

Response:

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:Madison Seating is still not willing to offer what we contracted for, and is still only offering a replacement of an unsuitable low-quality substitute.I would like to address some of the incorrect facts or misleading information in Madison Seating ("MS") reply to my complaint:1) The original order was placed September ** 2012, not in June 2012. (See pdf email: "Initial Complaint to MS", which contains the original order confirmation)2) Although I have "recently contacted" MS directly, it was in response to their email to me dated March ** (likely prompted by my Revdex.com complaint). They once again offered to replace the cheap, faux-leather armpads that fell apart in one year with the same product, which I again refused. I initiated contact with Madison Seating customer service regarding the arm pads in April 2014, and have complete records of our email correspondence. (see pdf email: "Initial Complaint to MS")But most importantly3) MS stated in its Revdex.com response that it would be happy to ship the original leather arm pads that I paid for. In their second email to me in the past few days, they clarified: "we only have the low grade leather arm pads sent with your chair in 2012. The only alternative is vinyl arms pads for this chair." With respect, MS does not actually stock or ship leather arm pads (even though I would argue they "sell" them). I can't believe I have had to point it out to MS, but leather means "material made from the skin of an animal by tanning or similar process." It is generally quite durable, and responds well to the oils produced by the human skin. This is what is sold on MS's website; this is what I paid for; this is what my order confirmed; this is how a reasonable person would interpret the order; this is what we contracted for. Furthermore, [redacted] even produces arm pads for its aeron chairs, and they are apparently very durable (according to [redacted] per attached pdf email: "Complaint to [redacted]"). It is therefore reasonable for a person ordering a "[redacted]" chair who elects to pay extra for "leather" arm pads will get arm pads made of real leather, and possibly (although not necessarily) genuine [redacted] leather armrests.The arm pads that MS distributes when people who select "leather" on their website are made of a synthetic material. They are not leather. They are literally vinyl. MS actually sells 2 types of vinyl armrests: A dense foam vinyl (which may be the original [redacted] part) and plush faux-leather (aka vinyl) for which they charge extra and which they misrepresent as "leather". I leave it up to you to decide why MS misrepresents these armrests as "leather".4) MS mentioned in its response that I failed to complain within the first 30 days per its policy. In law, limitation periods are typically based on discoverability. I discovered that my armrests were faux leather when they started to fall apart (real leather doesn't crack like that to reveal a mesh cloth underneath, see attached images. Note: the JPG images were taken in the past week. I continued to used them for a few months after I initiated my complaint with MS, and stopped using them when [redacted] kindly offered to send genuine [redacted] vinyl armrests), which is when I contacted MS (see pdf email: "Initial Complaint to MS") They also sell a chair that they otherwise guarantee for 10 years. Furthermore, this isn't a simple issue of dissatisfaction with general quality, but an issue of fundamental misrepresentation of the original product - the "leather" armrests for which I paid extra.To make things easier going forward, I would like to rule out replacement of the armpads with the same product originally shipped as a component of any potential agreement. These armpads fell apart after a year and a half of moderate use, and I have no interest in obtaining another pair. If MS does not stock leather armpads, they can obtain them here: [redacted]I too appreciate the Revdex.com's assistance in mediating this issue.

Sincerely,

Business

Response:

It is unclear why the consumer is continuing to contact the Revdex.com concerning his issue with the arm pads. We already addressed the customer’s complaint and offered a solution for the issue. In addition, we apologized to the customer if there was an oversight on the arm pads he received with his chair (3) years ago. Although we cannot verify what the consumer actually received since the delivery was made several years back, he is still a Madisonseating.com customer and therefore deserves the very best customerservice we promise to all our customers. There was some initial confusion regarding what the customer was requesting when he first contacted our servicing department as it is unusual to receive a complaint of that nature (incorrect merchandise) from such a long time ago . It appeared as though the consumer was requesting warranty service for worn out pads so customer service responded that they would be happy to send out replacement arm pads, which are normally vinyl.However, when the customer clarified his request and stated his initial shipment back in 2012 was vinyl instead of the genuine leather herequested and paid for, we immediately emailed him back that we would be happyto rectify the mistake that happened (3) year ago, by sending him the genuineleather arm pads.In addition, the customer does have a 10 year warranty with our company that will include worn arm pads. Should he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacement. Please let us know what more we can do to help resolve this issue to the customer’s satisfaction. Warm regards,Madisonseating.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.Madison Seating informs me that it has shipped genuine leather armpads (such is my understanding of Madison Seating's Revdex.com response and the attached emails read together). If this is the case, this absolutely resolves this issue to my satisfaction.Thank you all for your patience and cooperation.

Sincerely,

Review: Order #: [redacted]

I contacted madisonseating.com 9 days after placing an order to cancel my order. While my order status had been in a "processed" state for many days, there had been no further updates. Minutes after I submitted my request to cancel the order I "magically" got a shipment notification from the company. Now they are stating that the order cannot be cancelled since it has shipped. A label was created 8 days ago, the day after the order was placed, however no shipment activity has been recorded. This company appears to be creating labels immediately after an order, but not actually shipping the product, and refusing customer service.Desired Settlement: Cancel the order or pay return shipping and provide a full refund.

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 8/*/15 for a clearance sale item. Due to the tremendous response to our sale, the delivery time frame was extended to 10-14 business days (from 7-10 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 [redacted] label was created for our shipping department to start working on the order. The customer was informed that the tracking information would be activated once Fedex has picked up the package. The customer requested to cancel the order only 6 business days after the purchase was made as he appeared to change his mind with his selection. An immediate credit was issued to his account for the transaction.It is unclear why the customer has contacted the Better Bureau. There was no delay on the shipment as the order was schedule to arrive well within the time frame we estimated. When 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###-###-####

Consumer

Response:

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]

I have not been notified that I would receive a refund, or that my order was cancelled, and my credit card does not reflect any refunds at this time. The only email(s) from madisonseating.com that I have received are stating that my order cannot be cancelled. Also, the order was placed on August [redacted], and the cancellation request was placed on August [redacted], which is 9 days, however this information seems irrelevant to this particular situation. Here is the email I received:[#[redacted]]: Re: Madison Seating: Order [redacted] has been placed successfullyInboxxPurchase Order - Madison Seating <[redacted]>12:50 PM (2 hours ago)to me[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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

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.

Sincerely,

My company has purchased over 100,000.00 dollars worth of chairs to be delivered. The first one was 90 chairs and I was told that the delivery crew would call in advance and they did not. I had to hire movers on short notice and pay them double because the delivery crew refused to help and had no lift gate. I reported this to [redacted] your [redacted] and she ensured me that if we were to continue business with you this wouldn’t happen again. [redacted] has provided me with false information! She said she would make sure this doesn’t happen again and it did. I actually called Madison Seating this morning and inquired about the delivery to which the lady said she has no knowledge as per when they would deliver but would inform me. They didn’t therefore I had to once again get on the truck like I work for you or the freight company and remove these chairs myself because I need them. As a result to this I almost got hurt thankfully I didn’t; we will no longer want your business. I was looking for a reliable company to purchase 500 additional chairs for my company as we have several locations but you have failed in providing outstanding service. Conveniently [redacted] is not available today as I have been dialing her extention all day (6005).

Regards,

Review: A small rural library ordered a $700 Steelcase brand chair. One of the reasons it was chosen was it had a 10 year warranty. Within 4 years, the pneumatic cylinder failed, the chair released while occupied. When contacted, Madison Seating said there was no dealer in our area, and sent a cylinder for us to install. Although directions were followed, it would not install. When Steelcase was contacted they said Madison Seating was NOT AN AUTHORIZED DEALER. Madison seating did not tell us that; I now think they are selling used chairs, are misleading the consumer that the chair is legitimate. when contacted they refused further assistance. They should either(1) supply a new chair or (2) Refund at least half the purchase price. It was the most expensive chair the library had ever bought, and the only one that failed.

Business

Response:

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]###-###-####

Consumer

Response:

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,

Business

Response:

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]###-###-####

Review: Six months ago, I bought a "new" chair from Madison Seating which turned out to be defective. They now claim that the chair has lost its warranty because it left the US (I moved to Spain over the summer). I contacted the manufacturer of the chair, and it turns out that Madison Seating is not an authorized Herman Miller dealer and they sell used chairs as new.

I provide evidence of the above in a short video at [redacted]Desired Settlement: That they send me the replacement parts (i.e. a new seat and hip pivot hardware)

Business

Response: