ComplaintsforMadisonseating.com

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Initial Complaint
06/24/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
madison seating. where to begin?1. wrote to ask if/when the chair was/would be shipped and was promised i'd be contacted with tracking info. that was a lie.2. a used and broken chair suddenly arrived today, saturday, june 22, ******. it had electrical tape holding in a broken who-knows-what-it-is because there is no user manual for me to reference (see photos)4. the hydraulic tube is NOT the correct tube (it has no ***** wrench adjustment at the top -- see photo of lever, not ***** bolt). 5. it was NOT packaged in any way that might be considered a factory-fresh chair.6. that's only part of it. i'm too weary to detail the rest.madison seating can have their broken junk back and immediately give me my money when it arrives. i will not get a replacement because it's obvious madison seating is a company full of consumer unfriendly ripoff crooks. should have researched them better and ordered the chair from amazon.
Business response
06/24/2024
To Whom It May **************** document is in response to the letter of complaint filed against Madisonseating by *********************.
The customer selected an item that was part of our open box clearance sale.The chairs were advertised as open box and defined as items that were returned,refurbished, or overstock of inventory. The price on the item was therefore heavily discounted from the retail value of $900+ to the sale price of $400+the customer received.
********************** has been in business for over 18 years and sells open box products to many Fortune 500 companies like ****** and Yahoo. We are also on an approved government vendor list selling to state and local agencies. We have a 99.9% positive rating on platforms like **** and Amazon, where we offer these open box products as well.
The chairs being sold under the open box clearance sale is guaranteed to be in excellent working condition with only minor cosmetic imperfection to be expected.
This particular buyer purchased the Leap chair on 6/11/24. An email confirming the purchase was sent immediately. Another email with the ***** tracking number was sent to the buyer when the merchandise was released . As per our delivery estimate, the item was delivered on 6/22/24, which is within the delivery time frame quoted.
The cylinder is shipped with electrical tape to avoid the parts from moving during transit. This tape can be removed after the chair is assembled.
The buyer emailed us on 6/23/24 saying he was having trouble with the cylinder adjustment. Within minutes, the buyer was emailed instructions on how to clearly install the cylinder, referencing a popular ******* video that provides a visual guide as well.

We are confused by this buyers review and complaint as we show that all his emails were answered promptly and professionally.
The customer is welcome to continue to communicate with our tech support department if he still needs assistance with the assembly or usage of his chair.
Best regards,

Madisonseating.com
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date of Transaction and amount: 2-29-2024 $339.11 Date of Return: 3-21-2024 (RMA Issued)Date of Credit and amount: 4-4-2024 $289.11 Product was represented as new in product description (attached) with fguaranteed return, it wasnt until later looking into why the credit was incorrect that I found out they hid on another tab that it was open box.They sent a credit indicating they credited the entire $339.11 (attached) which turned out to be incorrect when they only refunded $289.11.It was not until I questioned the discrepency where I found out they deducted a $50 restocking fee since it was open box and all they sell is open box.
Business response
05/10/2024
To Whom It May ******************* novelty with Madisonseating.com is that we sell brand name ergonomic office chairs for literally half the price and include free shipping. This way customers that normally cannot afford an ergonomic chair, can buy one at a more reasonable price.

With these prices and free shipping, we are unable to offer free returns

The 30 day money back guarantee on our open box specials allows you to return the chair if you find the item does not suit your needs. You are responsible for the return shipping expenses and a $50.00 restocking fee.

Keep in mind, our open box specials are currently selling at more than 50% off the retail value. (Every brand name chair we sell clearly indicates open box under the condition of the chair, and is the reason the chair is sold at hundreds off the retail value).

Madisonseating
Customer response
05/10/2024
Better Business Bureau:

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:

[Your Answer Here]
Hello,
I did pay for return shipping and have no issue with that. The item did NOT advertise it was open box in the description as provided in the original complant. In fact you have to dig into other information tabs to find it burried not even on the same page as the description. It is also not disclosed in the invoice/receipt (already provided). The refund amount (-$339.11) was documented in the order refunded document without a re-stocking fee (already provided). The credit however (*******) to the original charge was less than stated in the refund document (already provided).

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

Sincerely,

***********************

Business response
06/14/2024
To Whom It May ***************** are sorry if the buyer is not satisfied with our response but that does not change the policy we have in place. The buyer agreed to our return policy when placing the order and was informed about the fees associated with the return.
Madisonseating
Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In February I made a purchase for an office chair from Madison Seating. I felt it was a fair price and a reasonable shipping time. After a few weeks the product finally arrived. Defective as it was, I asked to return said product. The response was to watch video of how to fix my brand new chair purchased for almost $400. So I did and found the part defective was something that could be interchanged for a new one. Madison seating agreed to ship me a replacement part. I never filled out and order slip, I never agreed to pay for any second shipment, they just sent it. A few weeks later it finally arrived and apparently was delayed due to an improper address given to ****** Come to find out that Madison seating then charged me for shipping and a mysterious "address change". I've made my opinion heard and they refuse to refund the fee. So I purchased a defective product, and paid for my own replacement parts, and paid for their error in sending the parts. Very UNSATISFIED and would like this company investigated as their business practices appear to be consistently improper and shady.
Business response
04/22/2024
To Whom It May ******************************* buyer purchased and received merchandise from our company that was reported to have arrived in perfect working order.
The buyer reached out to us 2 months later to say the height adjustment on the chair was not working to his satisfaction. As a courtesy, we offered to send him a new cylinder at no cost to him. Keep in mind, any damage or discrepancy must be reported within 30 days. There was no issue with the chair upon receipt. We sent out the cylinder free of charge, but it appears ,the buyer asked the carrier to make changes to the delivery address location, without our authorization, for this replacement part shipment. Since this change was not authorized and not included under our FREE shipping promotion or offer, the buyer was charged the $22 for the address correction fee that the carrier applied to this free replacement shipment.
Our terms of use clearly states that any changes made to a delivery address once the carrier is in possession of the item, will be the customer's responsibility.
The customer was correctly charged for the change he requested.

Madisonseating
Initial Complaint
04/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased an office chair from Madison Seating online on April 6, 2023. The sale was for a "Leap Chair V2 in Burgundy Fabric by Steelcase." I had previously owned a Steelcase Leap chair and was very familiar with its quality. When the chair arrived, I immediately suspected its authenticity, because there was no "Steelcase" label on it, there was no sticker on the bottom displaying its serial number, and there were no instructions or warranty information. In short, there was absolutely nothing on the chair or in the shipping materials indicating it was a Steelcase product. In an email to Madison Seating, I stated my concern. Madison Seating's warranty department responded: "All our steelcase products are 100% genuine and can be authenticated at any local steelcase Dealership."I remained suspicious, and have since experienced many problems with the chair. In response to my renewed complaint, Madison Seating now has absurdly demanded that I prove the chair is not genuine. It has declined to provide a serial number for the chair, which should be attached to every Steelcase product.I now have learned that Steelcase's website lists Madison Seating as a known "gray market" seller of Steelcase products.
Business response
04/16/2024
To Whom It May ***************** do not have a record of an order being placed under this individuals name. No order has been provided as well.
To be clear, Madisonseating.com is an established company for over 18 years that sells brand name chairs at discounted rates. Our chairs are 100% genuine and can be authenticated at any local dealership.
We urge the BBB to request documentation from their reviewers, substantiating any harmful claims against a company regarding this subject matter.
Madisonseating.com
Customer response
04/16/2024
Better Business Bureau:

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's response is laughably absurd. First, in my previous communications with the business, it never has declared that it has no record of my purchase. I've attached a copy of the purchase confirmation, which fully establishes the truth, including the fact that it marketed the chair as a Steelcase product. Second, while Madison Seating repeats its claim that it only sells "100% genuine" Steelcase chairs, it offers no proof of that allegation, which it easily could establish by verifying that it is an authorized dealer of Steelcase products or by providing the Steelcase serial number of the chair it sold to me. Its response to my complaint provides neither of these pieces of evidence. In fact, Madison Seating is listed on Steelcase's website as a "gray market" seller of Steelcase products. As I have stated, the chair I received bears no indication that is a Steelcase chair, nor did its packaging include any material suggesting the chair was a "100% genuine" Steelcase product.
My complaint is fully consistent with the large number of similar complaints with the Better Business Bureau regarding Madison Seating's business practices
Sincerely,

***************************

Customer response
05/29/2024
Better Business Bureau:

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 again falsely states purchase was identified as "open box." Also, Madison Seating curiously now states that the chair was advertised as an authentic "ergonomic chair," when in fact it was advertised as an authentic STEELCASE chair. Madison Seating still has not addressed the fact that Steelcase itself identifies Madison Seating as a seller of "gray market" chairs. If Madison Seating wishes to establish that the chair is an authentic Steelcase chair, it can do so easily by providing the Steelcase serial number.

********************** **********************'s obvious tactic is to continue its defense ad nauseam, hoping I will simply abandon my complaint. Madison Seating can resolve the issue by refunding the money I paid for a defective chair that is not an authentic Steelcase product.
***************************

Business response
05/29/2024
To Whom It May ****************************** are sorry the buyer is still not satisfied but there is nothing we further we can do for him.
The buyer received an AUTHENTIC Steelcase chair that was advertised as open box and delivered as advertised back in August 2023.
Madisonseating
Initial Complaint
03/29/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a "New Open box" Amia Chair by Steelcase from Maddison Seating. What I received was a very worn out used chair. No cushioning left in the seat and it had been reupholstered to try to hide the damage. The seller offered no support. False advertising and no accountability.
Business response
03/29/2024
To Whom It May ****************************** are confused why this customer contacted the ******************** over making a purchase that did not suit his needs.
Madisonseating is not the manufacturer for the chair he purchased. We are just resellers for many different brand name chairs. The novelty with our company is that we sell these brand name chairs at half price with free shipping.
The buyer emailed us saying he did not find the chair to be comfortable, which is a personal preference. We have sold thousands of the particular chair he received to very satisfied customers.
There is no need to contact the BBB to say he was not comfortable for an item received. He can simply activate his return to send back the item for refund.
This is certainly a very bizarre complaint as it has to do with his personal preference regarding a purchase.
Madisonseating
ID ******
Customer response
03/29/2024
Better Business Bureau:

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:

This business is marketing heavy used chairs as "New-Open Box". Their response doesn't even address the issue. Calling my complaint "very bizarre" is rude and unprofessional. This has nothing to do with personal preference, I was sold a worn out product that was advertised as new. Any complaint I have about comfort is due to the age and wear of chair I received.

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

Sincerely,

*******************

Business response
05/02/2024
To Whom It May ****************************** are sorry if the consumer is not satisfied with the response but the information we provided about the sale is all accurate.
The buyer purchased a brand name chair that was sold as open box and heavily discounted due specifically to the condition of the chair. The purchase included a 30 day FREE return if he found the item did not work for his personal needs. All the consumer had to do was activate the return to send back the chair for refund.
Madisonseating
Initial Complaint
02/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased ************************* embody chair in August 11, 2023 and it has manufacturing defect where the white colored plastic has changed color to yellow. Discoloration is happening to every plastic on the chair. Fabric is fine. This was used in smoke free, pet free, and away from window office since purchase.
Business response
02/06/2024
To Whom It May ******************* buyer purchased and received merchandise back in AUGUST 2023.
Below is the shipping location for the merchandise that was delivered on 08/18/2023 and signed for by *****:

*********************
*** ********** ************* ** ********** ***** ******** ******* ************

There is a clear signed proof of delivery for this shipment. (Please see attached documentation).
The buyer selected the ************************* Embody chair in the grey/white color combination (Please see attached product ad for the chair selected).

The order was successfully fulfilled for the Embody chair in the grey/white color combination on 8/18/23.The chair was recorded to have arrived in perfect condition.

The buyer contacted us in February **** to report that while the chair was in use and under his care, the white portion of the chair was not perfectly white anymore. We explained that wear from usage did not render the item defective. When an item is used it will have signs of usage.
Claiming signs of use when the product has been in possession of the buyer for over 6 months, does not qualify for a full refund or exchange.
We cannot further assist this buyer.
Madisonseating.com
Customer response
02/10/2024
Better Business Bureau:

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:

This item was purchased as refurbished. This company has no standards when it comes to refurbishing chairs. Even the manufacturer of the chair (*************************) has files lawsuit against Madison Seating for malpractice. The chair started to show its true color once it started to get use. Blasting started to turn yellow once it started to get use. They need to fix this immediately!
****************************************************************************************

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

Sincerely,

*********************
Initial Complaint
02/01/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to express my disappointment regarding my recent chair purchase experience. Despite placing an order more than weeks ago, the chair hasn't been shipped, yet I was charged shortly after the order was placed. This has been a frustrating ordeal.It appears Madison Seating sells items that are not in stock, as indicated by my delayed shipment and similar experiences reported by others. When I sought to cancel my order and shared my dissatisfaction on social media, the initial offer to waive the 5% cancellation fee was revoked due to my social media escalation.To add to the frustration, I was initially told I wouldn't receive a refund as I was never charged. After providing proof of the charge, the cancelation email reflected a $574.11 charge for the chair, but I only received $545 back. This raises concerns about the accuracy of billing and the overall stock management process.Considering these issues, I kindly request a prompt resolution to this matter and improvements in your order fulfillment and customer service processes.
Business response
02/01/2024
To Whom It May ******************************* buyer recently placed an order with our company for a clearance item that was on sale at half price with free shipping. Our website, and the buyer's confirmation email, both stated clearly the delivery estimate would be ***** business days. The buyer emailed just days after the order was placed demanding for a tracking number and accusing the company of being a sham because her item was not yet delivered. We tried many times to explain to the buyer that we do not offer same day shipping. Furniture takes time to ship. Every item must go through rigid qualify control by a skilled technician, and then packaged securely to ensure no damage. The buyer demanded to cancel the order which we obliged to do for her. As the order was already processed and worked on, she was charged the 5% cancellation fee. The buyer agreed to the cancellation policy when placing the order.
Madisonseating.com
Initial Complaint
01/22/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased an item via the website. However, I never received the chair. The item requires a direct signature, yet it was signed for by *******, a term I'm unfamiliar with and don't understand its significance. The concierge reviewed the footage, and there's no sign of ***** delivering the item during that timeframe, despite them marking it as delivered. I'm not at fault for this missing item. While Madison Seating addressed this situation in a very rude way, they simply reiterated that the item is marked as delivered on the ***** report. They seemed unconcerned with the actual fact that the item is not at my doorstep.
Business response
01/22/2024
To Whom It May ****************** buyer purchased and received merchandise from our company but is claiming non receipt.
Attached is the SIGNED proof of delivery we received from the carrier proving the shipment was delivered. ***** has also confirmed the item was delivered to the address provided to us from the buyer.
Support
Customer response
01/24/2024
Better Business Bureau:

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:

[Your Answer Here]
Examining the proof the seller sent, it's a PDF of ***** tracking details indicating a signature with random letters, not an actual name. Furthermore, this proof lacks a photo from the delivery location, and the item isn't at the specified address. How can the seller boldly claim I received the item?

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

Sincerely,
****** **

Customer response
02/06/2024
Better Business Bureau:

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:

Hi there,

The seller didnt want to give me any further solution for my lost package which values over $900.

I'm seriously questioning the entire delivery process now. I provided the tracking number and solid evidence showing the package wasn't delivered to me. The emails between me and our apartment manager clearly show ***** didn't come during the expected delivery window. Despite all the evidence, the seller insists the item was delivered and refuses to refund me. It feels like a scam orchestrated by the seller and the delivery company.

Hopefully, your company can leverage your influence to push this seller to provide me with a solution without any nonsense.

Thanks again

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

Sincerely,
****** **

Business response
02/06/2024
To Whom It May ****************************** are sorry if the buyer is not satisfied with our response but we have provided signed proof of delivery for this purchase.
If the buyer is a victim of theft, he will need to contact the local authorities to have the handle the matter. We cannot be held responsible for what happens to our products AFTER it has been successfully delivered.
We fulfilled this order as requested.

Madisonseating.com
Initial Complaint
12/20/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ordered January 1st, 2022 Order number: ************** Item ID: ************ Item price: $199.11 Ordered a refurbished chair from Madison Seating Chair has fallen apart, various corners cut in refurbishing (using glues where screw-holes are to adhere cushion to seating, failure to properly secure mesh backing to chair frame, causing it to pop out and affect structural integrity of the chair back).Attempted to contact madison seating before about the chair back, was told it's not supported in warranty to get repair on, recently the seat showed that it was glued (which I had not noticed until now) and 3/4 corners are falling off the chair as the glue seal has deteriorated from normal seating usage. Madison seating claims a $95 repair fee, as well as Paying for shipping of both two chair pieces (Which in total would come to or above the price of buying the chair). when seeing this, I got annoyed and told them, quote "Yeah, f*** no i'm not paying for repair costs when it was the ineptitude by madison seating in which they glued the individual screwholes instead of s******* down the seat as intended, how about take the fault of shittily refurbishing chairs and reselling them with the least amount of effort put in.",As I found it quite absurd that they would expect me to shoulder the price of an entirely new chair from them for faults coming from their own corner cutting measures. Their response was simply "We cannot further assist you due to the profane language being used."and have not responded since.
Business response
12/20/2023
To Whom it May ****************** buyer purchased a brand name chair from us several years ago that arrived in perfect working condition. The customer has been happily using the chair for several years with no complaints.
The customer recently contacted us regarding a repair request for the chair that broke under his care. We require the buyer to send in the item for the repair work to be completed. The warranty service is a courtesy we offer with our brand name chairs that we sell at half off the retail value.
The buyer threatened to write this review if we do not offer him options that were outside the purview of the warranty service. We do not engage in this type of blackmail. We urge the BBB to intervene ad explain to the buyer not to use this platform, or any other social media platform, to try and obtain courtesies and concessions that are not owed to them.
We are happy to repair the damage to the buyer's chair that was purchased from us several years ago, if the buyer follows the normal warranty protocol and procedures that were outlined to him, and apply to all our customer's equally.
**********************

Customer response
12/20/2023
Better Business Bureau:

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:

[Your Answer Here]
1). Madison Seating fails to really address the specific issues I bring up related to the chair's main problems, such as the Chair's cushion being glued to the base of the chair on 3 out of 4 s**** holes, as well as the mesh backing of the chair's backrest popping out near the top, both of which are structural issues and directly impact the usability of the chair.

2). Madison Seating rigidly adheres to warranty procedures, which in of itself is fine, as warranty is there for a reason. However, the strict adherence displayed by them seems a tad absurd, considering the issues documented with the chair are not due to normal wear and tear, and are instead from the subpar refurbishing done by Madison seating to the office chair. There's also the issue of questionable terminology used in the warranty itself. Implying something such as a "Broken seat" which is vague terminology and can mean a lot, as "Cosmetic". A seat being broken is not cosmetic, as it's directly impacting the function of it being used as a chair. If the implication is that something directly impacting the primary function of the chair is "Cosmetic", then the warranty is providing conflicting information, making it hard to really apply to any situation properly.

3). Referring to a consumer's right to file a complaint with the BBB and FTC, and telling the business ahead of time that they're going to file complaints over what they perceive as anti-consumer practices, alongside questionable and (As I see it, due to the issues at hand) shoddy refurbishing as "Blackmail" is inane. They're also not mentioning the fact that I had previously had correspondence with them before this current time about the mesh of the chair backrest, which they also claimed as a cosmetic issue, and therefore not under warranty (Despite it impacting function of the chair directly). In the current customer support interactions, I sent my Order number as requested, alongside the pictures of the chair, to which the response was, multiple times, them asking me to send the order number, which I stated multiple times that I had already sent it, to only be told that they need an order number or proof of purchase, again, and again. This back and forth leading up to the email where they tell me that I must pay $95 plus shipping (which would cost around the price of the chair when I bought it from them originally) was extremely poor customer support on their part. It led to me getting more and more frustrated, as the chair itself IS having issues, and I would have liked to get this solved as soon as possible. The "Threat" of a negative review comes from both the poor build of the chair and the confusing repetition of the customer support. I can provide the emails if need be.

4). To Reiterate, the cushion was glued to the base, which would take time to become apparent, which in turn makes it difficult to identify within a reasonable period of time. Had I known these issues within the normal return period, I would have returned the chair immediately, to imply the chair was refurbished well would be deceptive in nature, and to do the methods mentioned would be, in my opinion, Anti-Consumer, as it will not hold and will fall apart. Their attempted resolution in email falls FAR short of what I would expect from any business in this situation, anyone reasonable looking in at the interactions should come to the conclusion that the original build quality is far below what should be expected of any refurbished chair, and a resolution that doesn't come at the cost of the consumer, due to the issues being squarely at the feet of the business. I could buy another chair from them for the cost of repair and shipping, which, of course, due to the interactions I've had to deal with them, will not be doing.

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

Sincerely,

*******************************

Business response
12/21/2023
To Whom It May ***************** are sorry the buyer is not satisfied with our response but we cannot change our warranty policy to suit his particular needs.
If the buyer is now claiming the chair was delivered to him damage several years ago, he should have reported the matter then. We offer a ********************************************************************** discrepancy. There was no report of any issue with the delivery from the carrier or the buyer when the item was delivered several years ago.
The buyer agreed to our warranty service when placing the order and was aware of what was covered under the warranty terms.
The buyer is asking us to make exceptions and courtesies for him that is outside the scope of our warranty service.We are unable to oblige these requests.
Madisonseating.com
Initial Complaint
10/25/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a size 'B' Aeron Chair from Madison Seating in 2022 for a total of $574.11. However, I don't feel very comfortable sitting in the chair as it consistently caused back and neck pain; therefore, I rarely used it since then.I recently realized that the cause of my discomfort was due to sitting in a chair of inappropriate size. It turns out the chair delivered to me is a size "C" which is much larger than the size "B" that I originally ordered.I contacted customer service to explain the issue and requested a proper resolution, such as an exchange. Unfortunately, no solution was provided to resolve the issue, and there was no empathy or responsibility shown. The customer service team kept passing the issue around, citing non-existent terms and conditions. It is essential to note that the root cause of this issue lies in Madison Seating sending me a chair with the wrong size. Therefore, I believe that a certain level of responsibility should be assumed.
Business response
10/25/2023
Attention BBB:

The reviewer bought product from our company several years ago and only notified us recently that he believes he got the wrong size chair.
We explained to the buyer that any damage or discrepancy on a shipment needed to be reported within 30 days of the shipment. You cannot submit a claim years later.
We are sorry we could not assist this buyer with his request to return or exchange product that he has been using for several years now.

Madisonseating.com
Customer response
10/25/2023
Better Business Bureau:

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:

It is essential to note that the root cause of this issue lies in Madison Seating sending me a chair with the wrong size. The 30-day return period typically applies to standard purchases, such as when a customer is not satisfied with their purchase. However, this is apparently not the case, as the business made a subtle mistake that is difficult for the customer to notice initially. As a non-professional, it's nearly impossible to identify the discrepancy in size at first glance. Discovering the chair's incorrect size requires extensive research and exploration.
The lack of empathy and the way their customer service has treated customers is considered brutal. My position of complaint regarding this issue remains firm.
Sincerely,

** ***

Business response
11/29/2023
Attention BBB:

We are sorry if the buyer is not satisfied with our response but we are not aware of any company, in any industry, that would take back used product several years later.
The size of the chair is clearly located on the back of the chair. If the buyer did, in fact, get the wrong size chair, several years ago, he should have simply contacted us within the 30 day return period and we would have immediately had the item exchanged.
Madisonseating.com

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