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 bottom line is that your practice of placing additional credit card charges (in my case, 2 months after the initial order) *without any notification or warning* to the customer is a poor business practice and poor way to treat customers.
1 - I had no notification or warning of this charge before it came. (vague terms and conditions stating that you might be charged some random amount at some random time in the future does not count as reasonable notification)
2 - I have no way of knowing whether that additional fee is correct or even legitimate. I received no invoice for this fee, nor any proof that the additional fees were actually charged to madisonseating by [redacted]. Based on this current practice, the seller could make up any fictional amount for international customers and place charges at random. A better practice would be to send the customer an additional invoice with PROOF of the additional shipping fees, and the customer can then make payment arrangements as appropriate. Madisonseating did not do this.
I have no proof (via [redacted] invoice, madisonseating invoice, etc) that the fee is legitimate.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
It is unclear why the consumer is continuing to contact the Revdex.com concerning his issue with the arm pads. We already addressed the customer’s complaint and offered a solution for the issue. In addition, we apologized to the customer if there was an oversight on the arm pads he received with his chair (3) years ago. Although we cannot verify what the consumer actually received since the delivery was made several years back, he is still a Madisonseating.com customer and therefore deserves the very best customerservice we promise to all our customers. There was some initial confusion regarding what the customer was requesting when he first contacted our servicing department as it is unusual to receive a complaint of that nature (incorrect merchandise) from such a long time ago . It appeared as though the consumer was requesting warranty service for worn out pads so customer service responded that they would be happy to send out replacement arm pads, which are normally vinyl.However, when the customer clarified his request and stated his initial shipment back in 2012 was vinyl instead of the genuine leather herequested and paid for, we immediately emailed him back that we would be happyto rectify the mistake that happened (3) year ago, by sending him the genuineleather arm pads.In addition, the customer does have a 10 year warranty with our company that will include worn arm pads. Should he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacement. Please let us know what more we can do to help resolve this issue to the customer’s satisfaction. Warm regards,Madisonseating.com
This document is in response to the letter of complaint
filed against Madisonseating by [redacted].
Our records indicate that our mutual customer received a
handpainted accent cabinet back in February 2013.
[redacted] did not report any damage with this shipment when
she received the cabinet a year and half ago. In fact, the customer only
expressed her satisfaction with the merchandise received.
It is unclear why [redacted] feels that [redacted] is responsible to
fix or replace furniture she has been using for over a year that broke while in
her possession.
We do not offer nor advertise to replace or repair
furniture, free of charge, that customers have been using for year(s).
We have sold many of this particular cabinet to hundreds of
satisfied customers that have been using the item for several years and had no
complaint regarding the durability or quality.
If you have any suggestions on what more we could have done to resolve this issue
in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention to
this matter.
This document is in response to the letter of complaint filed against Madisonseating by [redacted]. Our records indicate that our mutual customer received a brand name office chair from our establishment back in September, 2011. The chair was purchased as an open box special. "Open...
Box" as stated on ourwebsite, simply means that the item has been removed from its original packaging. The chair was returned, refurbished, reconditioned, or the price has been reduced due to an overstock of open box inventory. The customer received a heavy discount on the chair due the open box condition.In addition, the open box specials included a 10 year warranty with [redacted].The chair was delivered to the customer in perfect condition. It was not until July, 2015, after almost 5 years of use; the customer contacted us and said the chair required minor warranty service. Theheight range on the chair was not working properly.As an alternative to having the customer return the entire chair for service, we sent a replacement cylinder along with detailed instructions for the installation. The customer was informed that if the partproved too difficult to install, she was welcomed to return the entire chair for warranty service. Once the product is received in our servicing center we would repair or replace as need be. Instead of notifying us that the installation was not going smoothly, the customer decided to discard half the chair. They emailed us with a request to just send a new chair in lieu of the warranty service. We tried to explain to the customer that our warranty requires the return of the entire chair if a replacement is requested. In addition, if she needed assistance installing the new part, a technician would have been happy to work with her over the phone. It is unclear why the customer decided to throw out the product. We cannot repair or replace an item that is not returned. Warranty service in any industry requires a physical return of product. If you have any suggestions on what more we could have done to resolve this issue in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention tothis matter. [redacted]###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
In reading the responses (including the most recent) provided by the business representative, I believe that there is no effort being taken to understand the position of a customer who had been shipped incorrect and defective items. Notwithstanding the past history of the order, I believe the ongoing dialog between myself and the representative of madisonseating through this forum serve to only further document my efforts as a customer trying to seek an amicable solution, and the responses of an agent as a representative of his company, not willing to respond to the facts or the reason behind my complaint.
For both the benefit of the Revdex.com as well as the business representative at Madisonseating attempting to respond to my petition, I will once again try to provide a summary of the two critical points from all of this which I feel continue to be left unaddressed:
1. Wrong Item - My original order was placed by phone with a customer service agent who was to price match a chair on [redacted] which came with hardwood floor casters (wheels). The goal behind my price match was to take advantage of a lower base price offered on the chair by madisonseating, but "upgrade" the wheels to hardwood casters at a marginal increased cost. The order placed by the sales agent was for the right chair, but failed to include the hardwood casters. As a result, I was being shipped the wrong chair, and being charged more for it. I attempted to correct the purchase details several times before the item was shipped, in writing and as documented by email.
2. Defective Gas Cylinders - The chairs shipped were in fair condition (as even documented in my product return letter - see attached) but the gas cylinders were defective.
As the company has a return policy of guaranteeing a full refund (see attached) in the event an item is "not as described, defective, or incorrect", I hold that as both the wrong item was shipped in the first place, and the gas cylinders were defective, under both or either criteria my request for full reimbursement in the amount of $100.00 should be granted.
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:
The bottom line is that your practice of placing additional credit card charges (in my case, 2 months after the initial order) *without any notification or warning* to the customer is a poor business practice and poor way to treat customers.
1 - I had no notification or warning of this charge before it came. (vague terms and conditions stating that you might be charged some random amount at some random time in the future does not count as reasonable notification)
2 - I have no way of knowing whether that additional fee is correct or even legitimate. I received no invoice for this fee, nor any proof that the additional fees were actually charged to madisonseating by [redacted]. Based on this current practice, the seller could make up any fictional amount for international customers and place charges at random. A better practice would be to send the customer an additional invoice with PROOF of the additional shipping fees, and the customer can then make payment arrangements as appropriate. Madisonseating did not do this.
I have no proof (via [redacted] invoice, madisonseating invoice, etc) that the fee is legitimate.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
It is unclear why the consumer is continuing to contact the Revdex.com concerning his issue with the arm pads. We already addressed the customer’s complaint and offered a solution for the issue. In addition, we apologized to the customer if there was an oversight on the arm pads he received with his chair (3) years ago. Although we cannot verify what the consumer actually received since the delivery was made several years back, he is still a Madisonseating.com customer and therefore deserves the very best customerservice we promise to all our customers. There was some initial confusion regarding what the customer was requesting when he first contacted our servicing department as it is unusual to receive a complaint of that nature (incorrect merchandise) from such a long time ago . It appeared as though the consumer was requesting warranty service for worn out pads so customer service responded that they would be happy to send out replacement arm pads, which are normally vinyl.However, when the customer clarified his request and stated his initial shipment back in 2012 was vinyl instead of the genuine leather herequested and paid for, we immediately emailed him back that we would be happyto rectify the mistake that happened (3) year ago, by sending him the genuineleather arm pads.In addition, the customer does have a 10 year warranty with our company that will include worn arm pads. Should he experience any further issues with the arm pads in the future, the customer need only send in the wornpads for replacement. Please let us know what more we can do to help resolve this issue to the customer’s satisfaction. Warm regards,Madisonseating.com
[redacted]:
This document is in response to the letter of complaint
filed against Madisonseating by [redacted].
Our records indicate that our mutual customer received a
handpainted accent cabinet back in February 2013.
[redacted] did not report any damage with this shipment when
she received the cabinet a year and half ago. In fact, the customer only
expressed her satisfaction with the merchandise received.
It is unclear why [redacted] feels that [redacted] is responsible to
fix or replace furniture she has been using for over a year that broke while in
her possession.
We do not offer nor advertise to replace or repair
furniture, free of charge, that customers have been using for year(s).
We have sold many of this particular cabinet to hundreds of
satisfied customers that have been using the item for several years and had no
complaint regarding the durability or quality.
If you have any suggestions on what more we could have done to resolve this issue
in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention to
this matter.
[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 brand name office chair from our establishment back in September, 2011. The chair was purchased as an open box special. "Open...
Box" as stated on ourwebsite, simply means that the item has been removed from its original packaging. The chair was returned, refurbished, reconditioned, or the price has been reduced due to an overstock of open box inventory. The customer received a heavy discount on the chair due the open box condition.In addition, the open box specials included a 10 year warranty with [redacted].The chair was delivered to the customer in perfect condition. It was not until July, 2015, after almost 5 years of use; the customer contacted us and said the chair required minor warranty service. Theheight range on the chair was not working properly.As an alternative to having the customer return the entire chair for service, we sent a replacement cylinder along with detailed instructions for the installation. The customer was informed that if the partproved too difficult to install, she was welcomed to return the entire chair for warranty service. Once the product is received in our servicing center we would repair or replace as need be. Instead of notifying us that the installation was not going smoothly, the customer decided to discard half the chair. They emailed us with a request to just send a new chair in lieu of the warranty service. We tried to explain to the customer that our warranty requires the return of the entire chair if a replacement is requested. In addition, if she needed assistance installing the new part, a technician would have been happy to work with her over the phone. It is unclear why the customer decided to throw out the product. We cannot repair or replace an item that is not returned. Warranty service in any industry requires a physical return of product. If you have any suggestions on what more we could have done to resolve this issue in a more effective way, we would greatly appreciate your feedback and advice. I thank you for your time and attention tothis matter. [redacted]###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
In reading the responses (including the most recent) provided by the business representative, I believe that there is no effort being taken to understand the position of a customer who had been shipped incorrect and defective items. Notwithstanding the past history of the order, I believe the ongoing dialog between myself and the representative of madisonseating through this forum serve to only further document my efforts as a customer trying to seek an amicable solution, and the responses of an agent as a representative of his company, not willing to respond to the facts or the reason behind my complaint.
For both the benefit of the Revdex.com as well as the business representative at Madisonseating attempting to respond to my petition, I will once again try to provide a summary of the two critical points from all of this which I feel continue to be left unaddressed:
1. Wrong Item - My original order was placed by phone with a customer service agent who was to price match a chair on [redacted] which came with hardwood floor casters (wheels). The goal behind my price match was to take advantage of a lower base price offered on the chair by madisonseating, but "upgrade" the wheels to hardwood casters at a marginal increased cost. The order placed by the sales agent was for the right chair, but failed to include the hardwood casters. As a result, I was being shipped the wrong chair, and being charged more for it. I attempted to correct the purchase details several times before the item was shipped, in writing and as documented by email.
2. Defective Gas Cylinders - The chairs shipped were in fair condition (as even documented in my product return letter - see attached) but the gas cylinders were defective.
As the company has a return policy of guaranteeing a full refund (see attached) in the event an item is "not as described, defective, or incorrect", I hold that as both the wrong item was shipped in the first place, and the gas cylinders were defective, under both or either criteria my request for full reimbursement in the amount of $100.00 should be granted.
Sincerely,
[redacted]