Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Madison Seating is still not willing to offer what we contracted for, and is still only offering a replacement of an unsuitable low-quality substituteI 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 (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 refusedI 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 forIn 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 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 skinThis 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, *** *** even produces arm pads for its aeron chairs, and they are apparently very durable (according to *** *** per attached pdf email: "Complaint to *** ***")It is therefore reasonable for a person ordering a "*** *** ***" chair who elects to pay extra for "leather" arm pads will get arm pads made of real leather, and possibly (although not necessarily) genuine *** *** leather armrests.The arm pads that MS distributes when people who select "leather" on their website are made of a synthetic materialThey are not leatherThey are literally vinylMS actually sells types of vinyl armrests: A dense foam vinyl (which may be the original *** *** 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 days per its policyIn law, limitation periods are typically based on discoverabilityI 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 imagesNote: the JPG images were taken in the past weekI continued to used them for a few months after I initiated my complaint with MS, and stopped using them when *** *** kindly offered to send genuine *** *** 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 yearsFurthermore, 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 agreementThese armpads fell apart after a year and a half of moderate use, and I have no interest in obtaining another pairIf MS does not stock leather armpads, they can obtain them here: ***I too appreciate the Revdex.com's assistance in mediating this issue
Sincerely,
*** ***
Received my chairs on time with no fuss. Easily put together, and once assembled they show what quality, style and perfection you get for an excellent price 10/10
[redacted] To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted].
Our mutual customer purchased 2 brand named office chair from our establishment back in December 2015 under our...
open box special promotion. The customer kept calling in with price matching requests despite the fact he already paid and agreed to the prices we offered on our website. We did oblige his first price match request as a one time courtesy. However, we are unable to offer customer’s additional credits on item(s) that go on sale at a later time as part of our holiday sale promotions.
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, less the initial shipping fee.
[redacted] contacted or customer service department after receiving the shipment and complained that the chair he purchased had some minor wear on the base of the chair only. We tried to explain to the customer that our Leap chairs are part of our “open box” specials and that is why he paid several hundred dollars less for the chair (sale price of $440 with a retail value of $1000+).
We offered the customer the option of picking up the chair for a refund despite the complaints on the chair were due to minor wear. However, the customer insisted on keeping the merchandise and asked for replacement parts to be sent instead (like new casters etc).
We sent out the customer these replacement parts, free of charge of course, in lieu of returning the merchandise and in our attempts to make the customer happy.
After receiving the parts and trying the chair out for a period of time, the customer decided the chairs did not suit his needs after all. Despite the fact we incurred shipping expenses on replacement/spare parts due to the customers insistence on keeping the product initially, we activated the return process.
As per our return policy, a refund was issued less the initial shipping costs of -$50.00 per chair.
The customer only recently is complaining about his refund as he attempted to place more orders with our company for more open box chairs. We tried to explain to the customer that open box chairs may have some minor wear as did his last shipment, and based on his previous transactions; we do not feel this condition would be to his satisfaction. It is expensive to ship out furniture and under our free shipping promotion; we would be shipping and picking up product back and forth.
Since his new orders could not be fulfilled, the customer decided to cause us trouble by contacting the Revdex.com on his order from December 2015. It certainly seems suspect that only now the customer is questioning our return/refund when the credit was issued almost 2 months ago.
The customer received the correct credit amount for his return shipment.
We would prefer the customer not place new orders with our company as we do not think we can make this customer happy.
Best regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
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,
[redacted]
Att: [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 01/**/14 for a total of $399.99.
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. The customer is responsible for the return shipping expense
but will be fully refunded once the chair is returned back to our facility.
(Our return policy can clearly and easily be viewed on our website with this
information).
[redacted] will not be charged for any restocking fee or
initial shipping fee he mentions in his complaint. Again, a full refund will be
issued once the chair has been received back in our warehouse.
The customer has until 3/*/14 to make this return.
We do not agree to issue any further discounts for the chair
[redacted] purchased and is currently using should the customer decide to keep
the merchandise.
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,
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Again, Madison Seating is untruthful in their responses. They did not send any e-mail to me on 2/**/14 or any other date.
Their recent "Open Box" definition, which apparently must be hidden in small print somewhere on their website, is totally contradictory to the direct written response I received from a Madison Seating representative (prior to purchase) to a direct question of what "Open Box" meant. Their e-mail response, which was contained in the transcript submitted previously to Revdex.com, stated "\"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 has been placed on a clearance. The merchandise is in brand new, mint condition." There was NO mention of refurbishment, reconditioned or "like new" condition at the time I asked as it was prior to the sale but now, after the sale, the terms change.
They keep mentioning a return for "full refund" but don't mention that I would have any refund reduced by the original shipping charges to get the chair to me as the chair was shipped with a free freight discount as well as a requirement for me to pay the cost to ship the chair back. Their own estimate of these costs are $50- $75 each way which total $100 - $150 in cost to me to get the chair back to them.
Furthermore, since they claim the chair is now a "refurbished or reconditioned" chair (which was sold to me as "brand new, mint condition merchandise") they will add a 15% - 30% "restocking fee" as the chair is not "defective" which would deduct another $120 from my "full refund". They would get the chair back and I would pay $50 - $75 to send it back to them and then they would, at best, credit my $400 purchase with a $205 refund!! Some full refund!!
Madison Seating advertises that these chairs are "brand new, mint condition merchandise" and then after the sale says the opposite. I have proven from their own sales representatives statements that they are untruthful and conduct false advertising and intentionally falsely misrepresent their products. There is no ability for me to get a "full refund" or even a 50% refund per their own return policies plus how can one trust them on a refund when they are untruthful on the sale.
The ONLY way I receive a fair settlement is for Madison Seating to admit they falsely misrepresented this chair as "brand, new mint condition merchandise" and to agree to charge a fair price for what they now admit is a refurbished reconditioned chair.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
This document is in response to the letter of complaint filed against Madisonseating by [redacted].
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.
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.
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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.
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 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,
[redacted]
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]
[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Furthermore, I hold their service in high regard. Please do not hesitate to reach out to me with any further questions. I applaud their commitment to customers!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
...because in your response, you have not attempted to provide any resolution to my complaint, rather, you have simply tried to defend the company's actions.
At this point, the only satisfactory resolution will be a refund in the amount of the 2nd unauthorized charge you placed on my credit card without notice and/or warning, over two months after delivery of the order.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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]###-###-####
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 2015 under our open box specials. The novelty with our company is that we sell brand name ergonomic office chair that retail for close to $1000+ at practically half the price ($450+). We back our open box products 100% by offering a 30 day return and 10 year warranty with [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 issues. Otherwise, we would incur the costly expense of either picking up or repairing product constantly. Our company has been in business for many years. We have sold our product(s) to many Fortune 500 companies, government agencies and hotel chains. The customer made his purchase back in December 2015 and requested to return his chairs as he did not find the item(s) to be suitable for his needs. The item(s) delivered were exactly what he ordered. We did not err in the shipment. At this time, the customer is well outside the 30 day time frame for any additional credits or price adjustments to be warranted. Below is the information from our terms of use concerning our return policy. “The merchandise must be received back in our facility within the first 30 days from the date you received your purchase for any exchange or refund to be warranted. A refund for the purchase price of the item will be issued, less the initial shipping charge and any applicable restocking fee. Any 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 30 day time frame.” The customer received the correct credit amount for his returned shipment. No further credits or refunds are owed at this time.
Best regards, [redacted]
To Whom It May Concern:
This is in response to a complaint made by a [redacted]
Our records indicate that [redacted] placed an online order with our company on 1/**/14 for a brand name office chair. The merchandise was delivered today, 2/**/14. We are confused why...
[redacted] has not contacted our customer service department regarding any issues with the item received. Instead of giving Madisonseating.com the opportunity to try and resolve the issue, the customer immediately contacted the Revdex.com and filed a complaint.
We would be happy to address any concerns [redacted] has regarding the chair he received. From what we can gather on this complaint, it appears the customer is having technical issues with the chair that could easily be resolved over the phone. The remedy for his complaint can be as simple as tightening some screws. [redacted] may have even assembled the chair incorrectly causing the wobble he mentions. The point is, without the customer contacting our company there is no way for us to determine how to resolve the issue.
Please ask [redacted] to contact our customer service department during normal business hours (Mon-Fri) at toll free ###-###-####. Any representative would be happy to assist him with any issues he may be experiencing with his new chair.
Thank you for help in mediating.
Warm regards,
[redacted]
###-###-####
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
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 won't be satisfied until the return shipping is paid for. This was offered to me, and when offered it was not noted that I had a limited amount of time to return the chair. The chair was broken then and I don't see how my delaying the repair should invalidate the payment for the shipping. If you had clearly stated that there was a deadline to return the chair to you, I would have followed that. As you did not state this, as far as I'm concerned, you should honor this.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
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,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Madison Seating is still not willing to offer what we contracted for, and is still only offering a replacement of an unsuitable low-quality substituteI 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 (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 refusedI 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 forIn 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 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 skinThis 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, *** *** even produces arm pads for its aeron chairs, and they are apparently very durable (according to *** *** per attached pdf email: "Complaint to *** ***")It is therefore reasonable for a person ordering a "*** *** ***" chair who elects to pay extra for "leather" arm pads will get arm pads made of real leather, and possibly (although not necessarily) genuine *** *** leather armrests.The arm pads that MS distributes when people who select "leather" on their website are made of a synthetic materialThey are not leatherThey are literally vinylMS actually sells types of vinyl armrests: A dense foam vinyl (which may be the original *** *** 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 days per its policyIn law, limitation periods are typically based on discoverabilityI 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 imagesNote: the JPG images were taken in the past weekI continued to used them for a few months after I initiated my complaint with MS, and stopped using them when *** *** kindly offered to send genuine *** *** 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 yearsFurthermore, 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 agreementThese armpads fell apart after a year and a half of moderate use, and I have no interest in obtaining another pairIf MS does not stock leather armpads, they can obtain them here: ***I too appreciate the Revdex.com's assistance in mediating this issue
Sincerely,
*** ***
Received my chairs on time with no fuss. Easily put together, and once assembled they show what quality, style and perfection you get for an excellent price 10/10
[redacted] To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by [redacted].
Our mutual customer purchased 2 brand named office chair from our establishment back in December 2015 under our...
open box special promotion. The customer kept calling in with price matching requests despite the fact he already paid and agreed to the prices we offered on our website. We did oblige his first price match request as a one time courtesy. However, we are unable to offer customer’s additional credits on item(s) that go on sale at a later time as part of our holiday sale promotions.
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, less the initial shipping fee.
[redacted] contacted or customer service department after receiving the shipment and complained that the chair he purchased had some minor wear on the base of the chair only. We tried to explain to the customer that our Leap chairs are part of our “open box” specials and that is why he paid several hundred dollars less for the chair (sale price of $440 with a retail value of $1000+).
We offered the customer the option of picking up the chair for a refund despite the complaints on the chair were due to minor wear. However, the customer insisted on keeping the merchandise and asked for replacement parts to be sent instead (like new casters etc).
We sent out the customer these replacement parts, free of charge of course, in lieu of returning the merchandise and in our attempts to make the customer happy.
After receiving the parts and trying the chair out for a period of time, the customer decided the chairs did not suit his needs after all. Despite the fact we incurred shipping expenses on replacement/spare parts due to the customers insistence on keeping the product initially, we activated the return process.
As per our return policy, a refund was issued less the initial shipping costs of -$50.00 per chair.
The customer only recently is complaining about his refund as he attempted to place more orders with our company for more open box chairs. We tried to explain to the customer that open box chairs may have some minor wear as did his last shipment, and based on his previous transactions; we do not feel this condition would be to his satisfaction. It is expensive to ship out furniture and under our free shipping promotion; we would be shipping and picking up product back and forth.
Since his new orders could not be fulfilled, the customer decided to cause us trouble by contacting the Revdex.com on his order from December 2015. It certainly seems suspect that only now the customer is questioning our return/refund when the credit was issued almost 2 months ago.
The customer received the correct credit amount for his return shipment.
We would prefer the customer not place new orders with our company as we do not think we can make this customer happy.
Best regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
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,
[redacted]
Dealing with them was just a breeze, prompt delivery with great customer service... Nothing more to say
Att: [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 01/**/14 for a total of $399.99.
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. The customer is responsible for the return shipping expense
but will be fully refunded once the chair is returned back to our facility.
(Our return policy can clearly and easily be viewed on our website with this
information).
[redacted] will not be charged for any restocking fee or
initial shipping fee he mentions in his complaint. Again, a full refund will be
issued once the chair has been received back in our warehouse.
The customer has until 3/*/14 to make this return.
We do not agree to issue any further discounts for the chair
[redacted] purchased and is currently using should the customer decide to keep
the merchandise.
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,
[redacted]
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Again, Madison Seating is untruthful in their responses. They did not send any e-mail to me on 2/**/14 or any other date.
Their recent "Open Box" definition, which apparently must be hidden in small print somewhere on their website, is totally contradictory to the direct written response I received from a Madison Seating representative (prior to purchase) to a direct question of what "Open Box" meant. Their e-mail response, which was contained in the transcript submitted previously to Revdex.com, stated "\"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 has been placed on a clearance. The merchandise is in brand new, mint condition." There was NO mention of refurbishment, reconditioned or "like new" condition at the time I asked as it was prior to the sale but now, after the sale, the terms change.
They keep mentioning a return for "full refund" but don't mention that I would have any refund reduced by the original shipping charges to get the chair to me as the chair was shipped with a free freight discount as well as a requirement for me to pay the cost to ship the chair back. Their own estimate of these costs are $50- $75 each way which total $100 - $150 in cost to me to get the chair back to them.
Furthermore, since they claim the chair is now a "refurbished or reconditioned" chair (which was sold to me as "brand new, mint condition merchandise") they will add a 15% - 30% "restocking fee" as the chair is not "defective" which would deduct another $120 from my "full refund". They would get the chair back and I would pay $50 - $75 to send it back to them and then they would, at best, credit my $400 purchase with a $205 refund!! Some full refund!!
Madison Seating advertises that these chairs are "brand new, mint condition merchandise" and then after the sale says the opposite. I have proven from their own sales representatives statements that they are untruthful and conduct false advertising and intentionally falsely misrepresent their products. There is no ability for me to get a "full refund" or even a 50% refund per their own return policies plus how can one trust them on a refund when they are untruthful on the sale.
The ONLY way I receive a fair settlement is for Madison Seating to admit they falsely misrepresented this chair as "brand, new mint condition merchandise" and to agree to charge a fair price for what they now admit is a refurbished reconditioned chair.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
This document is in response to the letter of complaint filed against Madisonseating by [redacted].
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
[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 Geneva
Marble Counter Height dining by Steve Silver.
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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.
[redacted]
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
I 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,
[redacted]
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]
[redacted] This document is in response to the letter of complaint filed against Madisonseating by [redacted].
The customer purchased a 100% authentic Herman Miller Aeron chair that was in excellent brand new condition when delivered back in July 2015. In fact, the customer had no complaints about the chair or the condition until he was installing the replacement part he requested under warranty.
The Herman Miller Aeron chairs featured on our website includes a 10 year warranty with Madisonseating.com only. The serial numbers are removed from the chair as they are associated with the manufacturer’s warranty that is not valid with the purchase.
The chair can be authenticated at any local Herman Miller dealership.
The customer purchased the chair under our open box specials. This chair was heavily discounted off the original retail price (savings of several hundred dollars).
We will be happy to continue to service the chair for the full duration of the 10 years.
Madisonseating.com
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Furthermore, I hold their service in high regard. Please do not hesitate to reach out to me with any further questions. I applaud their commitment to customers!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
...because in your response, you have not attempted to provide any resolution to my complaint, rather, you have simply tried to defend the company's actions.
At this point, the only satisfactory resolution will be a refund in the amount of the 2nd unauthorized charge you placed on my credit card without notice and/or warning, over two months after delivery of the order.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
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]###-###-####
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 2015 under our open box specials. The novelty with our company is that we sell brand name ergonomic office chair that retail for close to $1000+ at practically half the price ($450+). We back our open box products 100% by offering a 30 day return and 10 year warranty with [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 issues. Otherwise, we would incur the costly expense of either picking up or repairing product constantly. Our company has been in business for many years. We have sold our product(s) to many Fortune 500 companies, government agencies and hotel chains. The customer made his purchase back in December 2015 and requested to return his chairs as he did not find the item(s) to be suitable for his needs. The item(s) delivered were exactly what he ordered. We did not err in the shipment. At this time, the customer is well outside the 30 day time frame for any additional credits or price adjustments to be warranted. Below is the information from our terms of use concerning our return policy. “The merchandise must be received back in our facility within the first 30 days from the date you received your purchase for any exchange or refund to be warranted. A refund for the purchase price of the item will be issued, less the initial shipping charge and any applicable restocking fee. Any 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 30 day time frame.” The customer received the correct credit amount for his returned shipment. No further credits or refunds are owed at this time.
Best regards, [redacted]
To Whom It May Concern:
This is in response to a complaint made by a [redacted]
Our records indicate that [redacted] placed an online order with our company on 1/**/14 for a brand name office chair. The merchandise was delivered today, 2/**/14. We are confused why...
[redacted] has not contacted our customer service department regarding any issues with the item received. Instead of giving Madisonseating.com the opportunity to try and resolve the issue, the customer immediately contacted the Revdex.com and filed a complaint.
We would be happy to address any concerns [redacted] has regarding the chair he received. From what we can gather on this complaint, it appears the customer is having technical issues with the chair that could easily be resolved over the phone. The remedy for his complaint can be as simple as tightening some screws. [redacted] may have even assembled the chair incorrectly causing the wobble he mentions. The point is, without the customer contacting our company there is no way for us to determine how to resolve the issue.
Please ask [redacted] to contact our customer service department during normal business hours (Mon-Fri) at toll free ###-###-####. Any representative would be happy to assist him with any issues he may be experiencing with his new chair.
Thank you for help in mediating.
Warm regards,
[redacted]
###-###-####
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
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 won't be satisfied until the return shipping is paid for. This was offered to me, and when offered it was not noted that I had a limited amount of time to return the chair. The chair was broken then and I don't see how my delaying the repair should invalidate the payment for the shipping. If you had clearly stated that there was a deadline to return the chair to you, I would have followed that. As you did not state this, as far as I'm concerned, you should honor this.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
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,
[redacted]