This document is in response to the letter of complaint
filed against Madisonseating by [redacted]. Our mutual customer placed an online order with our company
on 10/**/15 for a clearance sale item. The customer ordered a brand name ergonomic office chair in
a blue...
fog/grey color. We were running a special sale on the Mirra chair in (2)
particular colors we just received in our inventory, namely the Blue Fog and
Terracotta colors. The Black color for this chair was not part of the clearance
sale.Every chair that leaves our facility goes through rigid
inspections. Upon preparing the shipment for the Mirra chairs in the Blue Fog color;
our shipping manager noticed a defect on the remaining stock.We apologized profusely to the customer for the
inconvenience of not having the color she requested available for shipment. A
full refund was immediately issued back to her credit card. We would be happy to notify the customer upon the restock of
this particular chair in the color she requested for the same price. She was
offered the option of the Terracotta color as well, if she was flexible on her
color preference. The customer opted to cancel the order.The customer is asking to receive the chair she ordered as a
resolve to this complaint. We do not wish to send out defective or damaged
merchandise. We physically do not have more stock of this particular chair in
our inventory and therefore cannot fulfill the order.If you have any suggestions on what more we could have done
to resolve this matter in a more effective way, we would greatly appreciate
your feedback and advice. I thank you
for your time and attention to this matter. Madisonseating.com
The sofa was extremely comfortable and beautiful design and finished to a high standard. Will purchase again from them and recommend them to others as well.
3/**/14
[redacted],
Our records indicate that [redacted] placed an online order
(#[redacted]) with our company for the following item on 12/**/13:
1 x Princeon Leather Love Seat by Coaster
[redacted] herself placed the order and then requested on her
order form to hold back the shipment until after 12/**/13. (Copy of the
customer’s request can be provided).
Normally, the delivery time frame for this type of shipment
is expected to be around 10 business days from the purchase date (not including
weekends or legal holidays).
When UPS attempted to make the delivery on 1/*/14 the
customer refused the shipment stating it was delayed.
We contacted the customer and explained there was no delay
on the shipment. Even if [redacted] did not request to hold back shipment,
1/*/14 was the [redacted] business day from her purchase date. (Not
including weekends and the New Years holiday).
The customer just kept insisting there was a delay and
demanded to know why UPS didn’t come on 1/*/14. We tried to explain to [redacted] that no carrier made deliveries on New Years or Christmas. [redacted]
argued that she never heard of such a thing and kept insisting the shipment was
delayed as it did not arrive on the New Years holiday weekend.
We told [redacted] that we could reschedule the shipment for
her one more time as a courtesy since she refused the first shipment under
false pretenses.
The customer said she decided she didn’t want the
merchandise after all and wanted everything returned back.
Please note: [redacted] paid $165.77 to send UPS to
her home to make the delivery (as [redacted] bought the product under our free
shipping promotion) and another $165.77 to make the return. In addition, the
manufacturer charges a 30% restock fee on returned items.
We told [redacted] she would be liable for the shipping and
restocking fees, as per our policy on refused shipments which she agreed to at
the time of purchase. The customer stated she did not care as she decided she
no longer needed the item.
[redacted] did all that was asked of us. The
customer was the one that requested to hold back shipment and then refused the
merchandise when the carrier came to make the delivery, stating it was late. There was no delay on the shipment at all. As you can see,
we did our very best to schedule the shipment to arrive after 12/**/13 per the
customer’s request
We would appreciate any advice or suggestions you may have
in regards to how this complaint could have been avoided.
Thank you for your time,
In our previous response to this complaint we did offer the customer the option of returning his chair for refund. A special extension to our normal 30 day return was offered to the customer despite the fact he has not only been in possession of the chair since October 2015, but also using the item happily since the shipment was delivered. The customer is only complaining that he was charged (rightfully so) for the duty fees assessed to the package when it crossed the U.S.Canadian border.
The customer has gone out of his way to write negative reviews about our company in the hopes that we would give into his demand and pay the duty and taxes that were applied to his shipment when crossing the border. As explained in our previous response, Madisonseating.com is a U.S based company and clearly informs our Canadian customer that custom and entrance fees would be their responsibility.
We would like to assert again that the customer received the product in perfect condition.
The customer saved hundreds of dollars on the purchase as the item was discounted from its retail value. Madisonseating.com is the largest retailer for brand name office chair. Our prices on all brand name ergonomic office chairs are always the absolute lowest selling price online. We back our product 100% by offering a free 30 day trial with the purchase.
Warm regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This business is good at misleading customers. There may indeed be small print on their website that protects them. Steelcase denies they are an authorized reseller for their products. Our order did not say "heavily discounted" and the problem reported was well within the stated "warranty". When it was reported, I understood our only option was to accept the offer of the cylinder, mailed to us with instructions; I was told there was no re seller who could repair the chair within 350 miles. Staff members tried to install the cylinder without success; it is correct that a county elected official(who had repaired another chair not from this company)- tried without success, and lost part of the chair. We were not told we even had the option of returning it. AFTER this happened Madison seating told me a return would have been at our expense(about $150. shipping) The governing agency certainly will not sue over this amount. I doubt a New York based business is concerned about its reputation in Texas, but warnings about purchasing from this company will go out to all similar businesses in Texas if some compensation is not made. The great majority of chairs within this business were less expensive; it would be better to buy a chair for the cost it would take to ship the defective chair back to a questionable company. There are numerous complaints about this company online.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by Liming Pan. The cardholder purchased brand name office chairs from our company back in December 2015 under our open box specials. The novelty with our...
company is that we sell brand name ergonomic office chair that retail for close to $1000+ at practically half the price ($450+). We back our open box products 100% by offering a 30 day return and 10 year warranty with Madisonseating.com. Our company has been in business for many years. We have sold our product(s) to many Fortune 500 companies, government agencies and hotel chains. The customer made his purchase back in December 2015 and contacted us in January 2016 to say he was missing a feature on his chair. He noticed that other vendors that termed the chair “fully loaded” included a forward tilt option on the chair. We tried to explain to the customer that every vendor selling the chair had different terminology for describing the various models available on the particular chair he selected. That is why under each model chair we sell on our site we list out all the features the chair will include avoiding any confusion. We directed the customer to the product description page for the chair he selected and showed him that we only advertised the rear tilt lock for that particular chair. We did not advertise the option he was requesting, nor did he pay for this feature. At this time, the customer is well outside the 30 day time frame allotted for returns. The customer received the correct chair with all the features we advertised to include. (We cannot be held responsible for what other vendors are selling and including on their chairs.). There was no error on the shipment and therefore, no exception on returning product outside our 30 day return is warranted at this time. Best regards, Madisonseating.com
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 received a DEFECTIVE and expensive piece of furniture from Madison Seating Company. This is a legit reason why I'm simply requesting for replacement or compensation. First, I need to correct Madison Seating Company on their false statement ....."I DID NOT STATE THAT I DAMAGED THE CABINET"..... they falsely made this statement in their response (no sense)! They do not need to make any FALSE ACCUSSATIONS!!! Even though I've had this cabinet just a little over a year, I'm convinced that Madison Seating Company wont take full responsibility on their damaged goods.....whether it's under warranty or not! It's obvious that their items are of bad quality, otherwise, this complaint would not exist. Good quality furniture does not crack/break on their own in such a short period of time, especially when its never been moved around. I strongly believe this piece of furniture must of had an unnoticeable pre-existing defective area when I received it. I paid a good amount of money for this piece. I highly suggest that Madision Seating Company read the "COMPLAINTS BOARD" reviews from numerous unhappy customers. I did not damage this cabinet myself, therefore, I am requesting for compensation. See attached pictures of the ruined cabinet.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 chair.
They 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 error.
After 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 size. I am 6'4, so a small chair would not work. After 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 it. You also need to miss a day of work to stay home during the week waiting for [redacted] all day to pickup the huge box.
After 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.
Sofa's have creased a lot and Cousins have been brilliant and are sending out someone to look at them. Couldn't fault the speed at which they have organised this.
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 customer. The 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 returned. Reading 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 untenable. At no point was I shipped additional replacement parts. If 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 claim. As indicated in the response, my claim is less than two months old, but less than a week old from my own discovery.
Hope this clarifies.
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 10/**/15 for a computer chair from Flash Furniture for $104.99...
(Free
shipping).Since we are an authorized dealer of Flash Furniture, the
merchandise gets released directly from manufacturer’s facility.The customer contacted us to say the chair arrived missing
hardware and/or the hardware sent was incorrect. We asked the customer to submit
photos so that we can make sure the correct parts would be sent to remedy the
issue. However, the customer refused to send the necessary photos needed to
ensure the correct hardware would be shipped. We had no choice but to send out
the hardware based solely on his brief email description of the problem.Upon receipt of the replacement hardware the customer
contacted us again to say the parts were not fixing the issues he was having
for the chair. However, the customer was being uncooperative with sending a
photo that would have given us the necessary information needed to resolve this
simple matter. It was clear that sending additional parts would result in a
similar outcome since we were uncertain what the exact problem was with the
chair received.As a fair resolution we offered to give the customer a full
refund back if he donates the chair to a local charity of his choice.If the merchandise is indeed unusable to the customer, we
are confused why he insists on keeping the product and getting a full refund. In addition, if the customer simply supplied us with photos
of the defects he claimed was on this chair, we could have avoided all the
issues and had the product picked up for refund. Manufacturers require a photo
to substantiate claims of defects in order for a pick up to be authorized.At this time, we would be happy to just issue the customer a
full credit once the chair has been donated to charity.We are sorry this issue was escalated unnecessarily. It is
difficult to provide excellent customer service when the customer refuses to
send pertinent information to help resolve issues. Please let us know where we could have improved our services
based on this complaint.Warm regardsMadisonseating.com###-###-####
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:
Madison has essentially stated that they expect me to have to replace the arms of the chair every <2 years. Based on this, I would need them replaced a minimum of 5 times during the course of the warranty. This is clearly why they don't cover shipping. I would have to pay about approximately $25 (maybe more) each way each time this happens. So every time the arms need to be replaced that's a minimum of $50 *5 instances = $250. I did not purchase a chair for $686 so I would have to spend a minimum of $250 to replace the arms over and over again.
Now let's add to this that my arms definitely didn't make it 2 years. I contacted Madison first in May which was under 2 years and I told them it had been a problem for awhile. So I'm looking at needing to replace the arms more than 5 times.
And they state this is expected of a chair that goes under a desk. They assumed this is how my chair is used, which is incorrect. My chair arms NEVER go under the desk. So they can't blame my desk for the reason the arms are ripped.
I have not encountered another company that doesn't cover shipping for items covered under warranty. Their warranty does not clearly state that they don't cover shipping. It's clear they don't believe in the quality of their products or they would cover shipping.
Madison has refused to make any sort of compromise. This is why I would prefer to return the chair at this point. I don't want to have to deal with this company anymore. I am a reasonable person and understand that I should pay some amount for having the chair for 2 years. I would be willing to pay 2 years/10 year warranty or 20% of what the cost of the chair was. So I am willing to pay $686*20% = which is $137.20. I would like a refund of $548.80. I will even make sure to bring the chair to
them so their isn't a shipping cost. When I offered this to Madison, they responded with the same canned response I've received at least 3 times now.
It was not stated anywhere that I would have to invest more money to keep my chair in ok condition. The point of a warranty is to take care of issues that arise due to defective parts etc. The purpose of the warranty is not to extort more money from your customers.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Again, the seller marked the chair I bought as "Fully Loaded Herman Miller", not like others names as " Aeron Chair By Herman Miller - Highly Adjustable", which misleads the consumer. And I contacted the seller the next day when I received the chair within the 30 days time period, as I shown in my original complaint. However the seller did not admit the misleading product description and insisted to charged me the return shipping, which is why I did not completely solve the issue within the 30 days time period.
Thanks,
**
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:
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
At this time the consumer has already been fully refunded back for her purchase.
She is welcome to come back to our website when the item is restocked to place a new order for the same chair.
Thank you for helping us resolve this matter.
Best regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The attached pictures demonstrate the unit was rusty and almost ten years old, it no way new as advertised. It has a manufacture date of 04/**/2006 based on the internal parts. The fraud was discovered when installing the replacement parts less than 30 days ago. The chair was also missing the official tag from Herman Miller with a serial number. Madison Seating may be selling stolen property if they cannot provide serial numbers that the manufacturer can verify. This company is deceiving consumers and has yet to provide proof the chair was new with a valid serial number.Sincerely,
[redacted]
This document is in response to the letter of complaint
filed against Madisonseating by [redacted].
Our records indicate that our mutual customer received a
handpainted accent cabinet back in February...
2013.
The customer contacted us recently and notified us that she damaged the cabinet
and requested we pick up and replace the item free of charge or repair the
product.
We tried to explain to the customer that she had been using
the cabinet for well over a year so a free replacement ore repair would be
unwarranted.
It is unclear why the customer feels that [redacted]
is responsible to fix or replace furniture she has been using for over a year that
broke while in her possession.
Like most furniture companies, we do not offer to repair or
replace furniture free of charge, that a customer has been using for that length of time.
If you have any suggestions on what more we could have done to resolve this issue
in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention to this
matter.
[redacted], This document is in response to the letter of complaint filed against Madisonseating by [redacted].Our mutual customer placed an online order with our company on 8/*/15 for a clearance sale item. Due to the tremendous response to our sale, the delivery time...
frame was extended to 10-14 business days (from 7-10 days). The customer was notified regarding the delivery time frame at the time the purchase was made and appeared fine with the wait time.A [redacted] label was created for our shipping department to start working on the order. The customer was informed that the tracking information would be activated once Fedex has picked up the package. The customer requested to cancel the order only 6 business days after the purchase was made as he appeared to change his mind with his selection. An immediate credit was issued to his account for the transaction.It is unclear why the customer has contacted the Better Bureau. There was no delay on the shipment as the order was schedule to arrive well within the time frame we estimated. When the customer opted tocancel the transaction an immediate refund was issued to his account.If you have any suggestions on what more we could have done to resolve this matter in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention to this matter. SusanMadisonseating.com###-###-####
Our records indicate that our mutual customer purchased a brand name office chair back in June 2012. When the item was delivered, there was no report or claim of any defects or damage to the chair. Therefore, it is
fair to assume that any warranty service being requested is due to the customer using the chair for the past few years.
Again, we are uncertain why the consumer is contacting the Revdex.com for a warranty issue.
The ergonomic chair the customer purchased included a 30 day return period and a 10 year warranty with Madisonseating.com.
[redacted] contacted us on 5/*/14 to say the arm pads were showing some wear after (2) years of use.
AT NO TIME WAS THE CUSTOMER INFORMED THAT THE ARM PADS WOULD NEED REPLACING EVERY 2 YEARS. The amount of wear on the arm pads is entirely due to thetype of usage. This varies tremendously with every customer.
At this time, we are prepared to send out the replacement arm pads free of charge as long as the customer sends us the worn out arm pads first. This will be a onetime courtesy offer.
We must stress that the arm pads being worn is of no fault of Madisonseating.com. We sent the consumer a perfect working chair with allmaterials being in excellent condition. Worn out arm pads is a direct result of
the usage by the consumer.
Please keep in mind, the chair itself is in perfect working condition. Arm pads being worn out do not deem the chair inoperable.
[redacted] is welcome to return the arm pads at any time for servicing.
We certainly appreciate the Revdex.com for helping us convey this information to the consumer.
The delivery men where brilliant. It was raining on the day and they took great care of our carpets including putting over shoe protection on each time they entered our property. They assembled and then located the settee in the exact place we required. Thank 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 10/**/15 for a clearance sale item. The customer ordered a brand name ergonomic office chair in
a blue...
fog/grey color. We were running a special sale on the Mirra chair in (2)
particular colors we just received in our inventory, namely the Blue Fog and
Terracotta colors. The Black color for this chair was not part of the clearance
sale.Every chair that leaves our facility goes through rigid
inspections. Upon preparing the shipment for the Mirra chairs in the Blue Fog color;
our shipping manager noticed a defect on the remaining stock.We apologized profusely to the customer for the
inconvenience of not having the color she requested available for shipment. A
full refund was immediately issued back to her credit card. We would be happy to notify the customer upon the restock of
this particular chair in the color she requested for the same price. She was
offered the option of the Terracotta color as well, if she was flexible on her
color preference. The customer opted to cancel the order.The customer is asking to receive the chair she ordered as a
resolve to this complaint. We do not wish to send out defective or damaged
merchandise. We physically do not have more stock of this particular chair in
our inventory and therefore cannot fulfill the order.If you have any suggestions on what more we could have done
to resolve this matter in a more effective way, we would greatly appreciate
your feedback and advice. I thank you
for your time and attention to this matter. Madisonseating.com
The sofa was extremely comfortable and beautiful design and finished to a high standard. Will purchase again from them and recommend them to others as well.
3/**/14
[redacted],
Our records indicate that [redacted] placed an online order
(#[redacted]) with our company for the following item on 12/**/13:
1 x Princeon Leather Love Seat by Coaster
[redacted] herself placed the order and then requested on her
order form to hold back the shipment until after 12/**/13. (Copy of the
customer’s request can be provided).
Normally, the delivery time frame for this type of shipment
is expected to be around 10 business days from the purchase date (not including
weekends or legal holidays).
When UPS attempted to make the delivery on 1/*/14 the
customer refused the shipment stating it was delayed.
We contacted the customer and explained there was no delay
on the shipment. Even if [redacted] did not request to hold back shipment,
1/*/14 was the [redacted] business day from her purchase date. (Not
including weekends and the New Years holiday).
The customer just kept insisting there was a delay and
demanded to know why UPS didn’t come on 1/*/14. We tried to explain to [redacted] that no carrier made deliveries on New Years or Christmas. [redacted]
argued that she never heard of such a thing and kept insisting the shipment was
delayed as it did not arrive on the New Years holiday weekend.
We told [redacted] that we could reschedule the shipment for
her one more time as a courtesy since she refused the first shipment under
false pretenses.
The customer said she decided she didn’t want the
merchandise after all and wanted everything returned back.
Please note: [redacted] paid $165.77 to send UPS to
her home to make the delivery (as [redacted] bought the product under our free
shipping promotion) and another $165.77 to make the return. In addition, the
manufacturer charges a 30% restock fee on returned items.
We told [redacted] she would be liable for the shipping and
restocking fees, as per our policy on refused shipments which she agreed to at
the time of purchase. The customer stated she did not care as she decided she
no longer needed the item.
[redacted] did all that was asked of us. The
customer was the one that requested to hold back shipment and then refused the
merchandise when the carrier came to make the delivery, stating it was late. There was no delay on the shipment at all. As you can see,
we did our very best to schedule the shipment to arrive after 12/**/13 per the
customer’s request
We would appreciate any advice or suggestions you may have
in regards to how this complaint could have been avoided.
Thank you for your time,
[redacted]
###-###-####
In our previous response to this complaint we did offer the customer the option of returning his chair for refund. A special extension to our normal 30 day return was offered to the customer despite the fact he has not only been in possession of the chair since October 2015, but also using the item happily since the shipment was delivered. The customer is only complaining that he was charged (rightfully so) for the duty fees assessed to the package when it crossed the U.S.Canadian border.
The customer has gone out of his way to write negative reviews about our company in the hopes that we would give into his demand and pay the duty and taxes that were applied to his shipment when crossing the border. As explained in our previous response, Madisonseating.com is a U.S based company and clearly informs our Canadian customer that custom and entrance fees would be their responsibility.
We would like to assert again that the customer received the product in perfect condition.
The customer saved hundreds of dollars on the purchase as the item was discounted from its retail value. Madisonseating.com is the largest retailer for brand name office chair. Our prices on all brand name ergonomic office chairs are always the absolute lowest selling price online. We back our product 100% by offering a free 30 day trial with the purchase.
Warm regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This business is good at misleading customers. There may indeed be small print on their website that protects them. Steelcase denies they are an authorized reseller for their products. Our order did not say "heavily discounted" and the problem reported was well within the stated "warranty". When it was reported, I understood our only option was to accept the offer of the cylinder, mailed to us with instructions; I was told there was no re seller who could repair the chair within 350 miles. Staff members tried to install the cylinder without success; it is correct that a county elected official(who had repaired another chair not from this company)- tried without success, and lost part of the chair. We were not told we even had the option of returning it. AFTER this happened Madison seating told me a return would have been at our expense(about $150. shipping) The governing agency certainly will not sue over this amount. I doubt a New York based business is concerned about its reputation in Texas, but warnings about purchasing from this company will go out to all similar businesses in Texas if some compensation is not made. The great majority of chairs within this business were less expensive; it would be better to buy a chair for the cost it would take to ship the defective chair back to a questionable company. There are numerous complaints about this company online.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
To Whom It May Concern: This document is in response to the letter of complaint filed against Madisonseating by Liming Pan. The cardholder purchased brand name office chairs from our company back in December 2015 under our open box specials. The novelty with our...
company is that we sell brand name ergonomic office chair that retail for close to $1000+ at practically half the price ($450+). We back our open box products 100% by offering a 30 day return and 10 year warranty with Madisonseating.com. Our company has been in business for many years. We have sold our product(s) to many Fortune 500 companies, government agencies and hotel chains. The customer made his purchase back in December 2015 and contacted us in January 2016 to say he was missing a feature on his chair. He noticed that other vendors that termed the chair “fully loaded” included a forward tilt option on the chair. We tried to explain to the customer that every vendor selling the chair had different terminology for describing the various models available on the particular chair he selected. That is why under each model chair we sell on our site we list out all the features the chair will include avoiding any confusion. We directed the customer to the product description page for the chair he selected and showed him that we only advertised the rear tilt lock for that particular chair. We did not advertise the option he was requesting, nor did he pay for this feature. At this time, the customer is well outside the 30 day time frame allotted for returns. The customer received the correct chair with all the features we advertised to include. (We cannot be held responsible for what other vendors are selling and including on their chairs.). There was no error on the shipment and therefore, no exception on returning product outside our 30 day return is warranted at this time. Best regards, Madisonseating.com
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 received a DEFECTIVE and expensive piece of furniture from Madison Seating Company. This is a legit reason why I'm simply requesting for replacement or compensation. First, I need to correct Madison Seating Company on their false statement ....."I DID NOT STATE THAT I DAMAGED THE CABINET"..... they falsely made this statement in their response (no sense)! They do not need to make any FALSE ACCUSSATIONS!!! Even though I've had this cabinet just a little over a year, I'm convinced that Madison Seating Company wont take full responsibility on their damaged goods.....whether it's under warranty or not! It's obvious that their items are of bad quality, otherwise, this complaint would not exist. Good quality furniture does not crack/break on their own in such a short period of time, especially when its never been moved around. I strongly believe this piece of furniture must of had an unnoticeable pre-existing defective area when I received it. I paid a good amount of money for this piece. I highly suggest that Madision Seating Company read the "COMPLAINTS BOARD" reviews from numerous unhappy customers. I did not damage this cabinet myself, therefore, I am requesting for compensation. See attached pictures of the ruined cabinet.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 chair.
They 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 error.
After 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 size. I am 6'4, so a small chair would not work. After 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 it. You also need to miss a day of work to stay home during the week waiting for [redacted] all day to pickup the huge box.
After 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.
Sofa's have creased a lot and Cousins have been brilliant and are sending out someone to look at them. Couldn't fault the speed at which they have organised this.
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 customer. The 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 returned. Reading 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 untenable. At no point was I shipped additional replacement parts. If 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 claim. As indicated in the response, my claim is less than two months old, but less than a week old from my own discovery.
Hope this clarifies.
Best regards,
[redacted]
[redacted]
Sincerely,
[redacted]
[redacted]This document is in response to the letter of complaint
filed against Madisonseating by [redacted] Our mutual customer placed an online order with our company
on 10/**/15 for a computer chair from Flash Furniture for $104.99...
(Free
shipping).Since we are an authorized dealer of Flash Furniture, the
merchandise gets released directly from manufacturer’s facility.The customer contacted us to say the chair arrived missing
hardware and/or the hardware sent was incorrect. We asked the customer to submit
photos so that we can make sure the correct parts would be sent to remedy the
issue. However, the customer refused to send the necessary photos needed to
ensure the correct hardware would be shipped. We had no choice but to send out
the hardware based solely on his brief email description of the problem.Upon receipt of the replacement hardware the customer
contacted us again to say the parts were not fixing the issues he was having
for the chair. However, the customer was being uncooperative with sending a
photo that would have given us the necessary information needed to resolve this
simple matter. It was clear that sending additional parts would result in a
similar outcome since we were uncertain what the exact problem was with the
chair received.As a fair resolution we offered to give the customer a full
refund back if he donates the chair to a local charity of his choice.If the merchandise is indeed unusable to the customer, we
are confused why he insists on keeping the product and getting a full refund. In addition, if the customer simply supplied us with photos
of the defects he claimed was on this chair, we could have avoided all the
issues and had the product picked up for refund. Manufacturers require a photo
to substantiate claims of defects in order for a pick up to be authorized.At this time, we would be happy to just issue the customer a
full credit once the chair has been donated to charity.We are sorry this issue was escalated unnecessarily. It is
difficult to provide excellent customer service when the customer refuses to
send pertinent information to help resolve issues. Please let us know where we could have improved our services
based on this complaint.Warm regardsMadisonseating.com###-###-####
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:
Madison has essentially stated that they expect me to have to replace the arms of the chair every <2 years. Based on this, I would need them replaced a minimum of 5 times during the course of the warranty. This is clearly why they don't cover shipping. I would have to pay about approximately $25 (maybe more) each way each time this happens. So every time the arms need to be replaced that's a minimum of $50 *5 instances = $250. I did not purchase a chair for $686 so I would have to spend a minimum of $250 to replace the arms over and over again.
Now let's add to this that my arms definitely didn't make it 2 years. I contacted Madison first in May which was under 2 years and I told them it had been a problem for awhile. So I'm looking at needing to replace the arms more than 5 times.
And they state this is expected of a chair that goes under a desk. They assumed this is how my chair is used, which is incorrect. My chair arms NEVER go under the desk. So they can't blame my desk for the reason the arms are ripped.
I have not encountered another company that doesn't cover shipping for items covered under warranty. Their warranty does not clearly state that they don't cover shipping. It's clear they don't believe in the quality of their products or they would cover shipping.
Madison has refused to make any sort of compromise. This is why I would prefer to return the chair at this point. I don't want to have to deal with this company anymore. I am a reasonable person and understand that I should pay some amount for having the chair for 2 years. I would be willing to pay 2 years/10 year warranty or 20% of what the cost of the chair was. So I am willing to pay $686*20% = which is $137.20. I would like a refund of $548.80. I will even make sure to bring the chair to
them so their isn't a shipping cost. When I offered this to Madison, they responded with the same canned response I've received at least 3 times now.
It was not stated anywhere that I would have to invest more money to keep my chair in ok condition. The point of a warranty is to take care of issues that arise due to defective parts etc. The purpose of the warranty is not to extort more money from your customers.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Again, the seller marked the chair I bought as "Fully Loaded Herman Miller", not like others names as " Aeron Chair By Herman Miller - Highly Adjustable", which misleads the consumer. And I contacted the seller the next day when I received the chair within the 30 days time period, as I shown in my original complaint. However the seller did not admit the misleading product description and insisted to charged me the return shipping, which is why I did not completely solve the issue within the 30 days time period.
Thanks,
**
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:
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
At this time the consumer has already been fully refunded back for her purchase.
She is welcome to come back to our website when the item is restocked to place a new order for the same chair.
Thank you for helping us resolve this matter.
Best regards,
Madisonseating.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The attached pictures demonstrate the unit was rusty and almost ten years old, it no way new as advertised. It has a manufacture date of 04/**/2006 based on the internal parts. The fraud was discovered when installing the replacement parts less than 30 days ago. The chair was also missing the official tag from Herman Miller with a serial number. Madison Seating may be selling stolen property if they cannot provide serial numbers that the manufacturer can verify. This company is deceiving consumers and has yet to provide proof the chair was new with a valid serial number.Sincerely,
[redacted]
[redacted]:
This document is in response to the letter of complaint
filed against Madisonseating by [redacted].
Our records indicate that our mutual customer received a
handpainted accent cabinet back in February...
2013.
The customer contacted us recently and notified us that she damaged the cabinet
and requested we pick up and replace the item free of charge or repair the
product.
We tried to explain to the customer that she had been using
the cabinet for well over a year so a free replacement ore repair would be
unwarranted.
It is unclear why the customer feels that [redacted]
is responsible to fix or replace furniture she has been using for over a year that
broke while in her possession.
Like most furniture companies, we do not offer to repair or
replace furniture free of charge, that a customer has been using for that length of time.
If you have any suggestions on what more we could have done to resolve this issue
in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention to this
matter.
[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/*/15 for a clearance sale item. Due to the tremendous response to our sale, the delivery time...
frame was extended to 10-14 business days (from 7-10 days). The customer was notified regarding the delivery time frame at the time the purchase was made and appeared fine with the wait time.A [redacted] label was created for our shipping department to start working on the order. The customer was informed that the tracking information would be activated once Fedex has picked up the package. The customer requested to cancel the order only 6 business days after the purchase was made as he appeared to change his mind with his selection. An immediate credit was issued to his account for the transaction.It is unclear why the customer has contacted the Better Bureau. There was no delay on the shipment as the order was schedule to arrive well within the time frame we estimated. When the customer opted tocancel the transaction an immediate refund was issued to his account.If you have any suggestions on what more we could have done to resolve this matter in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention to this matter. SusanMadisonseating.com###-###-####
Our records indicate that our mutual customer purchased a brand name office chair back in June 2012. When the item was delivered, there was no report or claim of any defects or damage to the chair. Therefore, it is
fair to assume that any warranty service being requested is due to the customer using the chair for the past few years.
Again, we are uncertain why the consumer is contacting the Revdex.com for a warranty issue.
The ergonomic chair the customer purchased included a 30 day return period and a 10 year warranty with Madisonseating.com.
[redacted] contacted us on 5/*/14 to say the arm pads were showing some wear after (2) years of use.
AT NO TIME WAS THE CUSTOMER INFORMED THAT THE ARM PADS WOULD NEED REPLACING EVERY 2 YEARS. The amount of wear on the arm pads is entirely due to thetype of usage. This varies tremendously with every customer.
At this time, we are prepared to send out the replacement arm pads free of charge as long as the customer sends us the worn out arm pads first. This will be a onetime courtesy offer.
We must stress that the arm pads being worn is of no fault of Madisonseating.com. We sent the consumer a perfect working chair with allmaterials being in excellent condition. Worn out arm pads is a direct result of
the usage by the consumer.
Please keep in mind, the chair itself is in perfect working condition. Arm pads being worn out do not deem the chair inoperable.
[redacted] is welcome to return the arm pads at any time for servicing.
We certainly appreciate the Revdex.com for helping us convey this information to the consumer.
Warm regards,
Madisonseating.com
The delivery men where brilliant. It was raining on the day and they took great care of our carpets including putting over shoe protection on each time they entered our property. They assembled and then located the settee in the exact place we required. Thank you.