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 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
To Whom It May Concern: This is in response to a complaint made by a [redacted] Our records indicate that [redacted] placed an online order with our company on for a brand name office chairThe merchandise was delivered today, We are confused why [redacted] has not contacted our customer service department regarding any issues with the item receivedInstead of giving Madisonseating.com the opportunity to try and resolve the issue, the customer immediately contacted the Revdex.com and filed a complaint We would be happy to address any concerns [redacted] has regarding the chair he receivedFrom what we can gather on this complaint, it appears the customer is having technical issues with the chair that could easily be resolved over the phoneThe remedy for his complaint can be as simple as tightening some screws [redacted] may have even assembled the chair incorrectly causing the wobble he mentions The point is, without the customer contacting our company there is no way for us to determine how to resolve the issue Please ask [redacted] to contact our customer service department during business hours (Mon-Fri) at toll free ###-###-####Any representative would be happy to assist him with any issues he may be experiencing with his new chair Thank you for help in mediating Warm regards, [redacted] ###-###-####
[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 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 [redacted]
This document is in response to the letter of complaint filed against Madisonseating by [redacted] *** We are sorry our mutual customer did not find our previous response sufficientCustomer Service is our #priority.Our website does in fact state clearly that the warranty for the chair purchased would be through [redacted] onlyThis 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 lessThis can be translated as a heavy discountIn addition to the discount, the customer’s purchase included a day satisfaction period and year warranty with [redacted] .We have had an open line of communication since the cardholder contacted us regarding her warranty serviceThe 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 departmentIf at any time the customer felt the installation was too difficult, she need only email or call our customer service department for assistanceThe customer would have been given the location to our warranty department for the free repair or replacement of the chairInstead, the customer decided to throw out half the chair and then demand a new chair be sent free of chargeWarranty service in any industry would require a return of the actual product in its entiretyWe are still unclear why the cardholder decided to discard the chair without first contacting us regarding the warranty service and proceduresWe had been in contact with the customer at all times concerning the replacement part requestThe customer could have easily contacted us again if any issues had come up with the installationWe obviously cannot send the customer a new chair without receiving the item back firstWe 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] ###-###-####
[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 [redacted] did not report any damage with this shipment when she received the cabinet a year and half agoIn 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 [redacted] ###-###-####
To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted] *** The cardholder purchased brand name office chairs from our company back in December under our open box specialsThe 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 day return and year warranty with [redacted] By offering this type of extensive warranty, it’s clear we are confident that the chairs we sell are in excellent condition, with no mechanical issuesOtherwise, we would incur the costly expense of either picking up or repairing product constantlyOur company has been in business for many yearsWe have sold our product(s) to many Fortune companies, government agencies and hotel chainsThe customer made his purchase back in December and requested to return his chairs as he did not find the item(s) to be suitable for his needsThe item(s) delivered were exactly what he orderedWe did not err in the shipmentAt this time, the customer is well outside the day time frame for any additional credits or price adjustments to be warrantedBelow is the information from our terms of use concerning our return policy“The merchandise must be received back in our facility within the first days from the date you received your purchase for any exchange or refund to be warrantedA refund for the purchase price of the item will be issued, less the initial shipping charge and any applicable restocking feeAny item(s) purchased under our “open box” promotional sale will NOT have a restocking fee applied to the refund unless a return is received outside our day time frame.” The customer received the correct credit amount for his returned shipmentNo further credits or refunds are owed at this time Best regards, [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 8/*/for a clearance sale itemDue to the tremendous response to our sale, the delivery time frame was extended to 10-business days (from 7-days)The customer was notified regarding the delivery time frame at the time the purchase was made and appeared fine with the wait time.A [redacted] label was created for our shipping department to start working on the orderThe customer was informed that the tracking information would be activated once Fedex has picked up the packageThe customer requested to cancel the order only business days after the purchase was made as he appeared to change his mind with his selectionAn immediate credit was issued to his account for the transaction.It is unclear why the customer has contacted the Better BureauThere was no delay on the shipment as the order was schedule to arrive well within the time frame we estimatedWhen the customer opted tocancel the transaction an immediate refund was issued to his account.If you have any suggestions on what more we could have done to resolve this matter in a more effective way, we would greatly appreciate your feedback and advice I thank you for your time and attention to this matter SusanMadisonseating.com###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The attached pictures demonstrate the unit was rusty and almost ten years old, it no way new as advertised It has a manufacture date of based on the internal parts The fraud was discovered when installing the replacement parts less than days ago The chair was also missing the official tag from Herman Miller with a serial number Madison Seating may be selling stolen property if they cannot provide serial numbers that the manufacturer can verify This company is deceiving consumers and has yet to provide proof the chair was new with a valid serial number.Sincerely, [redacted]
I am very disappointed with Madison Seating It all started with receiving a chair with no instructions on how to assemble, I had to go online and after searching without success, I emailed customer service and waited for them to reply with a link to [redacted] for assembly, which I could not believe for such an expensive chairThey also sent a part that did not belong to the chair, so I spent I good amount of time figuring out where to put the part, after emailing them they just said it was an errorAfter assembling the chair, a week or two later I noticed the chair was small and I thought I was not very happy with the chair, so I went online and found a [redacted] video discussing how to verify the size of the Aeron chair, which confirmed they shipped the wrong sizeI am 6'4, so a small chair would not workAfter I emailed them, they did not apologize, they emailed me a shipping label to return it Which means you have to take the chair down and find a huge box or hopefully you kept the huge box just in case you need to return itYou also need to miss a day of work to stay home during the week waiting for [redacted] all day to pickup the huge boxAfter returning the chair, they said they would immediately send a new chair, they did not, they waited for the chair to arrive and waited about a week to send the new chair, its been a month and a half chair drama Buy your chair locally, you might find the deal attractive, but they can care less about their customers
Our records indicate that our mutual customer purchased a brand name office chair back in June When the item was delivered, there was no report or claim of any defects or damage to the chairThe 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 chairNormally, any discrepancies on an order should be reported within the first days from the time the item is deliveredHowever, since customer service is our #priority, we are willing to send this part out to the customer free of charge.In addition, the customer does have a year warranty with our company that will include worn arm padsShould he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacementWe certainly appreciate the Revdex.com for helping us convey this information to the consumerWarm regards,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: I respect the business decision to not conduct further transactions with me as a customerThe reason my complaint has not been resolved is because I am seeking reimbursement of the initial shipping costs citing the company return policy specifying that this will not be charged if the item shipped is not the right item (which it was not) and/or if the item is been defective (see previous comments on the gas cylinders which had not been addressed in the response)As such, under either or both findings the full cost including shipping should be returnedReading the response, I believe it is possible there is some confusion on what exactly happened with my attempt at a "price match"I had been trying to purchase a chair with specific features from Amazon but the order was not matched (and instead a cheaper item was shipped instead)I did reach out to Madisonseating at the time, and sent several follow up emails for a quick resolution before the item was shipped, but was responded that it would take several days (5-7) and by the time a response was provided the item had already shipped Some information provided in the response is also inaccurate including statements that additional parts were shipped to me, and that I had insisted on keeping the chairs (neither statement are accurate)As indicated in my prompt, I had solicited feedback on a part replacement process (rather than shipping back the entire chair) but elected to not follow through as the removal of gas cylinders from the chairs was in all honestly untenableAt no point was I shipped additional replacement partsIf there is a belief that replacement parts had been shipped to me, I would simply request some documentation of this transmittal or for this comment to be retracted In response to the timing of my return policy request, and filing with the Revdex.com, I can only offer the response that I had only recently reviewed these policies in such detail, and it was actually at the support of Madison Seating Management that I received clarification on the qualifying conditions to surmount my claimAs indicated in the response, my claim is less than two months old, but less than a week old from my own discovery Hope this clarifiesBest regards, [redacted] [redacted] Sincerely, [redacted] ***
Sofa's have creased a lot and Cousins have been brilliant and are sending out someone to look at themCouldn't fault the speed at which they have organised this
In our previous response to this complaint we did offer the customer the option of returning his chair for refundA special extension to our 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 deliveredThe 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 borderThe 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 borderAs 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 valueMadisonseating.com is the largest retailer for brand name office chairOur prices on all brand name ergonomic office chairs are always the absolute lowest selling price onlineWe back our product 100% by offering a free day trial with the purchaseWarm regards, [redacted]
It is unclear why the consumer is continuing to contact the Revdex.com concerning his issue with the arm padsWe already addressed the customer’s complaint and offered a solution for the issueIn addition, we apologized to the customer if there was an oversight on the arm pads he received with his chair (3) years agoAlthough 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 customersThere 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 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 year warranty with our company that will include worn arm padsShould he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacementPlease let us know what more we can do to help resolve this issue to the customer’s satisfactionWarm regards,Madisonseating.com
At this time the consumer has already been fully refunded back for her purchaseShe is welcome to come back to our website when the item is restocked to place a new order for the same chairThank you for helping us resolve this matterBest regards, Madisonseating.com
[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 for a computer chair from Flash Furniture for $ (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 incorrectWe asked the customer to submit photos so that we can make sure the correct parts would be sent to remedy the issueHowever, the customer refused to send the necessary photos needed to ensure the correct hardware would be shippedWe 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 chairHowever, the customer was being uncooperative with sending a photo that would have given us the necessary information needed to resolve this simple matterIt 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 refundIn 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 refundManufacturers 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 unnecessarilyIt is difficult to provide excellent customer service when the customer refuses to send pertinent information to help resolve issuesPlease let us know where we could have improved our services based on this complaint.Warm regardsMadisonseating.com###-###-####
The delivery men where brilliantIt was raining on the day and they took great care of our carpets including putting over shoe protection on each time they entered our propertyThey assembled and then located the settee in the exact place we requiredThank you
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 for a clearance sale itemThe customer ordered a brand name ergonomic office chair in a blue fog/grey colorWe were running a special sale on the Mirra chair in (2) particular colors we just received in our inventory, namely the Blue Fog and Terracotta colorsThe Black color for this chair was not part of the clearance sale.Every chair that leaves our facility goes through rigid inspectionsUpon preparing the shipment for the Mirra chairs in the Blue Fog color; our shipping manager noticed a defect on the remaining stock.We apologized profusely to the customer for the inconvenience of not having the color she requested available for shipmentA full refund was immediately issued back to her credit cardWe would be happy to notify the customer upon the restock of this particular chair in the color she requested for the same priceShe was offered the option of the Terracotta color as well, if she was flexible on her color preferenceThe customer opted to cancel the order.The customer is asking to receive the chair she ordered as a resolve to this complaintWe do not wish to send out defective or damaged merchandiseWe physically do not have more stock of this particular chair in our inventory and therefore cannot fulfill the order.If you have any suggestions on what more we could have done to resolve this matter in a more effective way, we would greatly appreciate your feedback and advice I thank you for your time and attention to this matterMadisonseating.com
This document is in response to the letter of complaint filed against Madisonseating by [redacted] ***The customer purchased a brand name ergonomic office chair that was part our clearance sale back in October Madisonseating.com is a U.Sbased company that offers shipping to Canada on select item(s) onlyCanadian customers are advised in advance that the free shipping promotion we offer is for deliveries made within the continental U.SonlyIn addition to a transportations charge that gets applied to Canadian orders, the customer would also be charged for any and all duty, custom and entrance fees that may apply so shipments crossing the borderOur terms of use, which the customer did agree to at the time of purchase, clearly state this information as wellMany of our Canadian customers are aware of the added duty and custom fees that apply to shipments crossing the U.S Canadian borderWe always urge our Canadian customers to contact their local broker agent for more information regarding this type of tax In the event a customer received an incorrect or defective item, our company will pick up the merchandise for a full refund or exchangeWe back our products 100% with our day money back guarantee 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 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 $was applied to this customer’s shipmentWhen the customer was told he would be responsible for this fee he became extremely belligerent and threatened to post negative reviews about our company if we did not pay his duty and taxesTrue to his word, he went on several online blogs to post incorrect information regarding Madisonseating.com At this time, we are prepared to offer the customer an extension on his day returnIf the customer is not happy with his purchase, we will extend his day return as a onetime courtesyEven though the customer is using the product for close to months without incident or complaints, we will accept his chair back for refund if it is returned by Please understand, our company has fulfilled this order to the customer's satisfactionHe is using social media and the Revdex.com in an attempt to not having to pay the required duty and taxes from his countryBest regards, [redacted]
Our records indicate that our mutual customer purchased a brand name office chair back in June When the item was delivered, there was no report or claim of any defects or damage to the chairTherefore, 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 day return period and a year warranty with Madisonseating.com [redacted] contacted us on 5/*/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 YEARS The amount of wear on the arm pads is entirely due to thetype of usageThis 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 firstThis will be a onetime courtesy offer We must stress that the arm pads being worn is of no fault of Madisonseating.comWe sent the consumer a perfect working chair with allmaterials being in excellent conditionWorn out arm pads is a direct result of the usage by the consumer Please keep in mind, the chair itself is in perfect working conditionArm 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
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 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
To Whom It May Concern: This is in response to a complaint made by a [redacted] Our records indicate that [redacted] placed an online order with our company on for a brand name office chairThe merchandise was delivered today, We are confused why [redacted] has not contacted our customer service department regarding any issues with the item receivedInstead of giving Madisonseating.com the opportunity to try and resolve the issue, the customer immediately contacted the Revdex.com and filed a complaint We would be happy to address any concerns [redacted] has regarding the chair he receivedFrom what we can gather on this complaint, it appears the customer is having technical issues with the chair that could easily be resolved over the phoneThe remedy for his complaint can be as simple as tightening some screws [redacted] may have even assembled the chair incorrectly causing the wobble he mentions The point is, without the customer contacting our company there is no way for us to determine how to resolve the issue Please ask [redacted] to contact our customer service department during business hours (Mon-Fri) at toll free ###-###-####Any representative would be happy to assist him with any issues he may be experiencing with his new chair Thank you for help in mediating Warm regards, [redacted] ###-###-####
[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 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 [redacted]
This document is in response to the letter of complaint filed against Madisonseating by [redacted] *** We are sorry our mutual customer did not find our previous response sufficientCustomer Service is our #priority.Our website does in fact state clearly that the warranty for the chair purchased would be through [redacted] onlyThis 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 lessThis can be translated as a heavy discountIn addition to the discount, the customer’s purchase included a day satisfaction period and year warranty with [redacted] .We have had an open line of communication since the cardholder contacted us regarding her warranty serviceThe 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 departmentIf at any time the customer felt the installation was too difficult, she need only email or call our customer service department for assistanceThe customer would have been given the location to our warranty department for the free repair or replacement of the chairInstead, the customer decided to throw out half the chair and then demand a new chair be sent free of chargeWarranty service in any industry would require a return of the actual product in its entiretyWe are still unclear why the cardholder decided to discard the chair without first contacting us regarding the warranty service and proceduresWe had been in contact with the customer at all times concerning the replacement part requestThe customer could have easily contacted us again if any issues had come up with the installationWe obviously cannot send the customer a new chair without receiving the item back firstWe 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] ###-###-####
[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 [redacted] did not report any damage with this shipment when she received the cabinet a year and half agoIn 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 [redacted] ###-###-####
To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted] *** The cardholder purchased brand name office chairs from our company back in December under our open box specialsThe 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 day return and year warranty with [redacted] By offering this type of extensive warranty, it’s clear we are confident that the chairs we sell are in excellent condition, with no mechanical issuesOtherwise, we would incur the costly expense of either picking up or repairing product constantlyOur company has been in business for many yearsWe have sold our product(s) to many Fortune companies, government agencies and hotel chainsThe customer made his purchase back in December and requested to return his chairs as he did not find the item(s) to be suitable for his needsThe item(s) delivered were exactly what he orderedWe did not err in the shipmentAt this time, the customer is well outside the day time frame for any additional credits or price adjustments to be warrantedBelow is the information from our terms of use concerning our return policy“The merchandise must be received back in our facility within the first days from the date you received your purchase for any exchange or refund to be warrantedA refund for the purchase price of the item will be issued, less the initial shipping charge and any applicable restocking feeAny item(s) purchased under our “open box” promotional sale will NOT have a restocking fee applied to the refund unless a return is received outside our day time frame.” The customer received the correct credit amount for his returned shipmentNo further credits or refunds are owed at this time Best regards, [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 8/*/for a clearance sale itemDue to the tremendous response to our sale, the delivery time frame was extended to 10-business days (from 7-days)The customer was notified regarding the delivery time frame at the time the purchase was made and appeared fine with the wait time.A [redacted] label was created for our shipping department to start working on the orderThe customer was informed that the tracking information would be activated once Fedex has picked up the packageThe customer requested to cancel the order only business days after the purchase was made as he appeared to change his mind with his selectionAn immediate credit was issued to his account for the transaction.It is unclear why the customer has contacted the Better BureauThere was no delay on the shipment as the order was schedule to arrive well within the time frame we estimatedWhen the customer opted tocancel the transaction an immediate refund was issued to his account.If you have any suggestions on what more we could have done to resolve this matter in a more effective way, we would greatly appreciate your feedback and advice I thank you for your time and attention to this matter SusanMadisonseating.com###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The attached pictures demonstrate the unit was rusty and almost ten years old, it no way new as advertised It has a manufacture date of based on the internal parts The fraud was discovered when installing the replacement parts less than days ago The chair was also missing the official tag from Herman Miller with a serial number Madison Seating may be selling stolen property if they cannot provide serial numbers that the manufacturer can verify This company is deceiving consumers and has yet to provide proof the chair was new with a valid serial number.Sincerely, [redacted]
I am very disappointed with Madison Seating It all started with receiving a chair with no instructions on how to assemble, I had to go online and after searching without success, I emailed customer service and waited for them to reply with a link to [redacted] for assembly, which I could not believe for such an expensive chairThey also sent a part that did not belong to the chair, so I spent I good amount of time figuring out where to put the part, after emailing them they just said it was an errorAfter assembling the chair, a week or two later I noticed the chair was small and I thought I was not very happy with the chair, so I went online and found a [redacted] video discussing how to verify the size of the Aeron chair, which confirmed they shipped the wrong sizeI am 6'4, so a small chair would not workAfter I emailed them, they did not apologize, they emailed me a shipping label to return it Which means you have to take the chair down and find a huge box or hopefully you kept the huge box just in case you need to return itYou also need to miss a day of work to stay home during the week waiting for [redacted] all day to pickup the huge boxAfter returning the chair, they said they would immediately send a new chair, they did not, they waited for the chair to arrive and waited about a week to send the new chair, its been a month and a half chair drama Buy your chair locally, you might find the deal attractive, but they can care less about their customers
Our records indicate that our mutual customer purchased a brand name office chair back in June When the item was delivered, there was no report or claim of any defects or damage to the chairThe 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 chairNormally, any discrepancies on an order should be reported within the first days from the time the item is deliveredHowever, since customer service is our #priority, we are willing to send this part out to the customer free of charge.In addition, the customer does have a year warranty with our company that will include worn arm padsShould he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacementWe certainly appreciate the Revdex.com for helping us convey this information to the consumerWarm regards,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: I respect the business decision to not conduct further transactions with me as a customerThe reason my complaint has not been resolved is because I am seeking reimbursement of the initial shipping costs citing the company return policy specifying that this will not be charged if the item shipped is not the right item (which it was not) and/or if the item is been defective (see previous comments on the gas cylinders which had not been addressed in the response)As such, under either or both findings the full cost including shipping should be returnedReading the response, I believe it is possible there is some confusion on what exactly happened with my attempt at a "price match"I had been trying to purchase a chair with specific features from Amazon but the order was not matched (and instead a cheaper item was shipped instead)I did reach out to Madisonseating at the time, and sent several follow up emails for a quick resolution before the item was shipped, but was responded that it would take several days (5-7) and by the time a response was provided the item had already shipped Some information provided in the response is also inaccurate including statements that additional parts were shipped to me, and that I had insisted on keeping the chairs (neither statement are accurate)As indicated in my prompt, I had solicited feedback on a part replacement process (rather than shipping back the entire chair) but elected to not follow through as the removal of gas cylinders from the chairs was in all honestly untenableAt no point was I shipped additional replacement partsIf there is a belief that replacement parts had been shipped to me, I would simply request some documentation of this transmittal or for this comment to be retracted In response to the timing of my return policy request, and filing with the Revdex.com, I can only offer the response that I had only recently reviewed these policies in such detail, and it was actually at the support of Madison Seating Management that I received clarification on the qualifying conditions to surmount my claimAs indicated in the response, my claim is less than two months old, but less than a week old from my own discovery Hope this clarifiesBest regards, [redacted] [redacted] Sincerely, [redacted] ***
Sofa's have creased a lot and Cousins have been brilliant and are sending out someone to look at themCouldn't fault the speed at which they have organised this
In our previous response to this complaint we did offer the customer the option of returning his chair for refundA special extension to our 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 deliveredThe 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 borderThe 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 borderAs 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 valueMadisonseating.com is the largest retailer for brand name office chairOur prices on all brand name ergonomic office chairs are always the absolute lowest selling price onlineWe back our product 100% by offering a free day trial with the purchaseWarm regards, [redacted]
It is unclear why the consumer is continuing to contact the Revdex.com concerning his issue with the arm padsWe already addressed the customer’s complaint and offered a solution for the issueIn addition, we apologized to the customer if there was an oversight on the arm pads he received with his chair (3) years agoAlthough 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 customersThere 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 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 year warranty with our company that will include worn arm padsShould he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacementPlease let us know what more we can do to help resolve this issue to the customer’s satisfactionWarm regards,Madisonseating.com
At this time the consumer has already been fully refunded back for her purchaseShe is welcome to come back to our website when the item is restocked to place a new order for the same chairThank you for helping us resolve this matterBest regards, Madisonseating.com
[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 for a computer chair from Flash Furniture for $ (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 incorrectWe asked the customer to submit photos so that we can make sure the correct parts would be sent to remedy the issueHowever, the customer refused to send the necessary photos needed to ensure the correct hardware would be shippedWe 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 chairHowever, the customer was being uncooperative with sending a photo that would have given us the necessary information needed to resolve this simple matterIt 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 refundIn 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 refundManufacturers 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 unnecessarilyIt is difficult to provide excellent customer service when the customer refuses to send pertinent information to help resolve issuesPlease let us know where we could have improved our services based on this complaint.Warm regardsMadisonseating.com###-###-####
The delivery men where brilliantIt was raining on the day and they took great care of our carpets including putting over shoe protection on each time they entered our propertyThey assembled and then located the settee in the exact place we requiredThank you
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 for a clearance sale itemThe customer ordered a brand name ergonomic office chair in a blue fog/grey colorWe were running a special sale on the Mirra chair in (2) particular colors we just received in our inventory, namely the Blue Fog and Terracotta colorsThe Black color for this chair was not part of the clearance sale.Every chair that leaves our facility goes through rigid inspectionsUpon preparing the shipment for the Mirra chairs in the Blue Fog color; our shipping manager noticed a defect on the remaining stock.We apologized profusely to the customer for the inconvenience of not having the color she requested available for shipmentA full refund was immediately issued back to her credit cardWe would be happy to notify the customer upon the restock of this particular chair in the color she requested for the same priceShe was offered the option of the Terracotta color as well, if she was flexible on her color preferenceThe customer opted to cancel the order.The customer is asking to receive the chair she ordered as a resolve to this complaintWe do not wish to send out defective or damaged merchandiseWe physically do not have more stock of this particular chair in our inventory and therefore cannot fulfill the order.If you have any suggestions on what more we could have done to resolve this matter in a more effective way, we would greatly appreciate your feedback and advice I thank you for your time and attention to this matterMadisonseating.com
This document is in response to the letter of complaint filed against Madisonseating by [redacted] ***The customer purchased a brand name ergonomic office chair that was part our clearance sale back in October Madisonseating.com is a U.Sbased company that offers shipping to Canada on select item(s) onlyCanadian customers are advised in advance that the free shipping promotion we offer is for deliveries made within the continental U.SonlyIn addition to a transportations charge that gets applied to Canadian orders, the customer would also be charged for any and all duty, custom and entrance fees that may apply so shipments crossing the borderOur terms of use, which the customer did agree to at the time of purchase, clearly state this information as wellMany of our Canadian customers are aware of the added duty and custom fees that apply to shipments crossing the U.S Canadian borderWe always urge our Canadian customers to contact their local broker agent for more information regarding this type of tax In the event a customer received an incorrect or defective item, our company will pick up the merchandise for a full refund or exchangeWe back our products 100% with our day money back guarantee 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 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 $was applied to this customer’s shipmentWhen the customer was told he would be responsible for this fee he became extremely belligerent and threatened to post negative reviews about our company if we did not pay his duty and taxesTrue to his word, he went on several online blogs to post incorrect information regarding Madisonseating.com At this time, we are prepared to offer the customer an extension on his day returnIf the customer is not happy with his purchase, we will extend his day return as a onetime courtesyEven though the customer is using the product for close to months without incident or complaints, we will accept his chair back for refund if it is returned by Please understand, our company has fulfilled this order to the customer's satisfactionHe is using social media and the Revdex.com in an attempt to not having to pay the required duty and taxes from his countryBest regards, [redacted]
Our records indicate that our mutual customer purchased a brand name office chair back in June When the item was delivered, there was no report or claim of any defects or damage to the chairTherefore, 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 day return period and a year warranty with Madisonseating.com [redacted] contacted us on 5/*/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 YEARS The amount of wear on the arm pads is entirely due to thetype of usageThis 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 firstThis will be a onetime courtesy offer We must stress that the arm pads being worn is of no fault of Madisonseating.comWe sent the consumer a perfect working chair with allmaterials being in excellent conditionWorn out arm pads is a direct result of the usage by the consumer Please keep in mind, the chair itself is in perfect working conditionArm 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