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MadisonSeating
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1.5 48 Reviews

MadisonSeating Complaints Summary

3 Resolved
35 Unresolved
Our verdict: If considering services from MadisonSeating with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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MadisonSeating reviews & complaints 48

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12:59 pm EST

MadisonSeating Company did not honor warranty

Supposedly, my office chair came with a 10 year warranty. Chair broke and Madison seating wanted to charge me. Terrible customer service.

Desired outcome: Part to repair chair

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12:59 pm EST
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MadisonSeating poor customer service

I purchased a Steelcase Leap chair from Madison Seating for a Christmas gift for my husband. I ordered it a few weeks before Christmas, but it didn't arrived until Jan. 4th. The late delivery wasn't too big an issue, I should have read the shipping policy and realized it would arrive late. But when it arrived, one of the arm-rests was broken. I contacted Customer Service that same day (Jan. 4) before 1:30 in the afternoon, and was told all the Customer Service team had already gone home for the day and couldn't help me until Monday. I asked if it was customary for them to close before 2 PM on Fridays, and they said sometimes. Later they emailed me to say that they're a Jewish company and so must close earlier on Friday for the Sabbath. I was raised with similar customs, so I was bit surprised, because sundown on Friday evening is nowhere near 2 pm, but I just accepted the explanation. I was told on Monday that they were shipping me the replacement parts and I would get them as soon as possible.

I received a shipping confirmation email from Madison Seating saying my order of replacement parts had been shipped on Jan. 8. I contacted them on Jan. 20th to find out why they hadn't arrived yet. They informed me that they hadn't shipped them at all, and they'd be shipping them in "24-48 hours". No apologies at any time. That was Jan. 20th. They arrived today, 11 days later, Jan. 31. I called UPS to find out when they were actually shipped. UPS informed me that the shipping label was created on Jan. 10, but my package wasn't actually shipped until Jan. 25th.

I am beyond angry at this company. What kind of company cares so little for their customers that they ship a broken product, take nearly a month to ship them a replacement piece (not a new chair, just a replacement arm-rest), and NEVER ONCE APOLOGIZE? Not to mention outright lying and telling me they had shipped my replacement parts on the 8th. And on the 10th. And "24-48 hours" after the 20th.

Oh, and the kicker? When the replacement parts arrived today, one of them was already broken.

Save your money and your sanity, and shop at a place that actually gives two cents about their customers.

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Update by SarahDutko
Jan 31, 2019 6:41 pm EST

I'm updating a previous negative review I left for Madison Seating to say that despite my initial bad impression, when I was mailed a broken chair and left with it for a month, as of today, Sara from Madison Seating reached out, she was very apologetic and kind, and said this never should have happened. She is now not only sending me the replacement parts I needed, but also a second chair at no cost, as an apology. I feel much better about Madison Seating's customer service after this, and the company as a whole. It appears that I simply dealt with one very rude customer service rep the entire time, and I'm hopeful now that this experience was the exception, not the rule. The positive experience of having them go above and beyond to correct their mistake is worth more to me than the initial bad impression they left.

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2:44 pm EST

MadisonSeating Aeron Chair

Bought chair had bad arm rests and a used bottom seat that sags. If you want the 10 year warranty you have to spend $300 to ship back and forth. Spend the extra money on a Herman Miller directly and get the 17 year warranty where they come to your house to fix warranty repairs. I have owned 4 Herman Miller chairs, this being the fourth. Do not buy used CRAP with fine print warranty.

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2:37 am EST

MadisonSeating unhappy

well, what they advertise and what they promise in their ads is fake. The quality is terrible, it's far from what they say. Customer service is one more big disadvantage.
They urgently have to train their employees how to talk to customers. I have had the worst experience in dealing with representatives, who were very rude and ignorant to me, but never did their job.
Please, be careful.

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12:58 pm EDT

MadisonSeating 100% hassle free returns not!!!

Purchase a chair online from them.
Chair was not up to my expectations.
Called to get RA for return, no you have to write them. First Hassle.
Then I went to dissemble the chair, would not come apart, called for instructions, no you need to write. Second Hassle.
They sent an article on how to recycle your chair & several You Tube videos, that were generic on how to disassemble. Third hassle, cannot get apart.
So know I know not to call & only write & request a bigger box for RTV as chair would not fit in original box.
Fourth Hassle. No we do not provide boxes or can pay for FEDEX to pack.
Fifth hassle so now I need to go to FEDEX & pay them $30.00 to box this item up.
Looks like I am not the only person who feels the !00% tagline is not so 100%.
So do your home work on this company before pushing the button.

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9:36 am EST
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MadisonSeating Unwilling to honor satisfaction guarantee

I purchased an item on their website which is, as published, covered by a "100% satisfaction guarantee" This guarantee according to their website allows customers to return purchased items if for any reason they are not happy with their purchase as long as they do it within 30 days of receipt, and in addition they mention twice that they will cover the return shipping cost.

My purchase was supposed to be delivered on December 30th but it wasn't. I started an investigation with FedEx and according to Madison Seating, on January 4th they started a "full trace investigation" with FedEx as well. On January 5th the item is delivered and I contact Madison Seating by email to confirm receipt. Receipt is therefore acknowledged by both parties on January 5th 2017.

On January 25th, well within the 30 days from receipt, I contact Madison Seating to return the item. They provide a return authorization code, but fail to provide appropriate shipping instructions. I go to FedEx and UPS with the authorization code and both tell me that shipping is not covered.
I contact Madison Seating promptly. First, they say that shipping is not covered. When I refer them to their own guarantee, they change their argument to "it's now too late, that only applies within the 30 days from receipt"

First of all, receipt was January 5th so we were within 20 days of receipt. But even if they want to consider receipt on December 30th (which is not true) I would still have been within 30 days from receipt.

I tried amicably to resolve the issue on multiple occasions and even offered to share the shipping cost. They continuously refuse to reach an agreement, and continuously refuse to honor their "satisfaction guarantee"

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Update by agcip
Feb 03, 2017 10:42 am EST

Follow up on the complaint filed earlier today: I immediately received the following email from Madison Seating:

This email is to notify you that we will be reporting you to other online merchant services regarding the circumstances surrounding your order. In this way, other online retailers will decide if they want to fulfill your future online requests based on our experience with you.

Some of these online retailers will be emailing you with a review summary that we have provided. Other platforms will just retain this information for any online retailer that registers or requests this information.

We are sorry you felt the need to escalate this matter unnecessarily.

Customer Service
Madisonseating.com

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12:52 pm EST

MadisonSeating Customer service

Received a chair that was ordered 12/27/16 today and it is defective. Called the number on paper work and was told they do not take calls I have to email service department. Shortly after sending my email I received a reply with a you tube video of how to operate my chair and instructions to reply if this doesn't work. I replied it doesn't work and need someone to call me with an RMA so I can return the chair. Several hours later no response so I email again and follow up an hour later with another email and a phone call. Spoke with a very rude "Joseph" claiming to be Sr. Customer service Manager and "I should not expect a response in 5 minutes of sending my email" He refused to give his last name or email and said he would be handling all of my issues. I told him I was very disappointed in the "100% customer satisfaction guarantee" as stated on the letter that arrived with my chair. He was very rude and was told we would most likely never do business with them again.

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8:33 am EST
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MadisonSeating Aeron chair "satisfaction guarantee"

Don't believe their so-called "satisfaction guarantee". You don't even have to take my word for it; just add one to your cart and go to checkout. Then take a look at their terms and conditions. Better yet, here's a link directly to their terms: https://www.madisonseating.com/terms-of-use.html

THAT'S the policy they adhere to. Their claims of playing return shipping are worth less than the paper it's printed on. Oh, and on top of you having to pay return shipping, they also charge a $50 restocking fee. So be darn sure you're getting exactly what you want, because it'll cost you $100-$200 or more to return it.

To make it even more clear, I've linked some screenshots highlighting their lie.

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6:00 pm EDT
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MadisonSeating Sold me an old refurbished chair, as "new" - - unethical

I feel SCAMMED. I purchased a brand new Freedom Task Chair with Headrest from Madison Seating online in 2012. I THOUGHT I bought a brand new chair, but slowly over the course of 3 years, the wheels started to crack and fall apart, and the head rest and seat back would tear and rub off from normal use, the screws from the back side was coming out and not staying into the cushions, and the plastic backing was coming apart from the frame that attaches to the leather. This chair was falling apart everywhere except the actual frame which is metal and plastic and stayed intact. I use the chair as a home office chair under normal use with hardwood floors, just myself, and I don't weigh more than 150 lbs. I took the seat cushion and head rest and the back rest apart and found that the chair was from 2007! There were labels on the inside of the parts showing that this was made in 2007, and I bought this in 2012. They sold me a BAD OLD CHAIR!

I had to get new parts including the wheels directly from Humanscale headquarters. When I compared the new parts from Humanscale with the old bad original parts from Madison Seating it was like night and day: the new parts had good smooth leather and was not rubbery/sticky like with the bad Madison Seating parts, the stitching was superior, the stapling was neater, and the leather was cut nicely and not all frayed. It was as if someone tried to reupholster it with bad leather, leather that doesn't even match Humanscale's leather at all. If you try to deal with Madison Seating for replacement parts, they will ask you to send the whole chair back so they can fix it (you must pay for the shipping both ways, which would be around $200 in shipping for me). What a nightmare.

I'm so glad Humanscale Corporate Headquarters was able to help me fix the chair with brand new parts. Just don't buy from Madison Seating! DO NOT BUY HUMANSCALE CHAIRS FROM THERE! Madison's warranty doesn't cover shipping costs both ways and it's so expensive to ship the whole thing both ways. Plus, they may ship you a refurbished chair, if they cannot fix it, which is what I believe I got in the first place. I found out online at Humanscale that Madison Seating is NOT AN AUTHORIZED RESELLER (meaning that Madison's customer service and product quality does NOT meet the manufacturer’s quality and customer service standards).

Also, I should mention that someone at Madison Seating (or wherever they got that chair) tried to remove the labels showing that the chair was made in 2007. There were deep dented scratch marks all over one of the labels as if someone used a metal tool to remove the date label to hide the fact that they were made that year. It shows that someone really tried hard to hide the fact that they were old parts. No wonder everything was falling apart! SO SHADY!

I was NOT 100% happy with the chair and did not want to be charged to ship the chair back. It’s expensive to ship a chair back to the east coast from west coast! The reason why the chair was cheaper in the first place was because it was OLD. THEY SOLD ME AN OLD CHAIR! What kind of chair breaks down in 3 years time from the wheel casters (all 5 wheels) to the leather and seat and back cushions? Chairs that are old break down like that (from 2007 to 2015). I was scammed and they sold me an old chair that was refurbished most likely.

I am HIGHLY SUSPICIOUS of all the 5 star ratings I see on other websites. Makes me wonder how this scam company got these ratings.

I have photographs to prove all of the above in my statement. See the pictures here below. You can see the difference in the quality of the stitching between the old head rest (white, poorly stapled and frayed edges) and the new head rest from Humanscale corporate headquarters (black and clean lines, neat and clean stapling). Look at the label being torn off on one piece, and how they left the other label on (from 2007). I will be searching other review sites to post my review and warn other people about this online scam company.

Still not sure if you should buy a chair from here? Search online for these keywords: "Class Action Lawsuit Madison Seating" and you will find the story behind their business model. Seems like the owners of the company may have a history with selling old chairs.

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Update by SheilaWillRateYou
Oct 20, 2016 7:00 pm EDT

Updated pictures. See the rubbed off "leather". Is it even real leather? Can someone tell me? It certainly doesn't match the quality of leather that I got from the manufacturer when I got my replacement part directly from the manufacturer (Humanscale headquarters, NOT Madison Seating).

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12:55 am EDT

MadisonSeating Avoid MadisonSeating at all costs!

Do not order anything from MadisonSeating website, they sell used chairs as brand new!
I've ordered a chair from MadisonSeating and when it finally arrived I saw that something wasn't right. I thought I bought a brand new chair but it looked used. That moment I thought that it was only my imagination, but when I checked the reviews I found out they really sold me an old chair! I'm not the only victim and there are a lot people who had the same problem!
Avoid MadisonSeating at all costs!

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5:49 am EDT

MadisonSeating Damaged chair

I've ordered a chair from www.madisonseating.com and when it finally arrived it was damaged and I contacted their customer service asking for an exchange. Customer service agreed to accept the chair back so I returned it. I had only 30 days to return and I thought that I had plenty of time.
They claimed that they were unable to sent me a replacement because they did not receive the chair. For 30 days I heard nothing but lies. And what a surprise that when 30 days passed they finally received it! They said that they got the chair but they couldn't do anything because 30 day return period was over. Are you kidding me? Total scam! I'm 100% sure they were lying!
The worst shopping experience in my life!

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3:59 am EDT

MadisonSeating Ridiculous extra fees

I have ordered two office chairs from MadisonSeating and one chair was fine, but the other one had a broken wheel. Customer service offered me a replacement but they wanted to charge me some extra fees for who knows what. They said it was a replacement fee or something like that. I told them that I want to see where it is written that they had such fees and they said that all the information was on their site. I asked where exactly and they just stopped replying to my messages. Fixed the wheel myself, but I will never order from them again.

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7:42 am EST

MadisonSeating Seller delivered only 2 of 4 chairs

My wife ordered 4 chairs from www.madisonseating.com. The seller mixed something and delivered only 2 of the chairs. The wife called the seller and told him to check the history of the purchase. He excused and said that these chairs were out of stock, but we could wait 4 weeks and get the same chairs. I agreed and next 4 weeks we patiently waited. But we think that the seller has forgotten about us and he hasn’t responded to our requests.

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8:58 am EST

MadisonSeating Chair drama!

I am very disappointed with this site. It all started with I received a chair with no instructions. I had to search all important information online. I contacted customer service and waited for them to reply for ages. They also sent me a detail that did not belong to my chair. But I didn't noticed it and spent a good amount of time figuring out where to put that last detail. Then I noticed the chair was too small for me. I emailed them again and asked about returning. They sent me a shipping label. So I had to buy a huge box for it and also it was I who paid for return shipping. After returning the chair, they said they would send me a new chair as soon as possible. Month passed and I still didn't received any other chairs! MadisonSeating, please send me my chair or return my money back.

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5:18 pm EDT
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MadisonSeating Cracked Cabinet

I bought a large bombay cabinet for $777.00. Only after 1 yr, it has a large crack from top to bottom on the front side on both sides. I never moved this cabinet since I received it. Therefore, this cracked should not have happened, I feel there must of been a small crack when it was delivered and in time...the crack expanded. It looks horrible. Madison Co would not cooperate with me. DONT waste your time buying anything from them unless you want to waste your money!

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10:09 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

MadisonSeating Unfair business practices

I bought a Herman Miller chair in July 2013 from Madison Seating. Total price with shipping was $734.98. The product came with a 10 year warranty. Madision Seating's terms of service does not mention they charge for shipping with warranty work. My chair had a defect and began to rip on the bottom. I sent them pictures and requested the chair get fixed. The following is the text from the email that I received.

We are very sorry to hear about the problem you experienced the Herman Miller Aeron chair per your order.
Fortunately, your chair is under (a 10 year) warranty. Your return authorization number will be the same as your order number.
Since we do not provide return services please have the entire chair shipped to:
Madisonseating.com
Attn: Warranty/ Shipping Dept.
6103 Strickland Ave
2nd Floor
Brooklyn, NY 11234
Please include a detailed note with the chair indicating the reason for the return. We will attempt to repair the issue. If that is not possible, we will replace the part(s) for you.
We will not be able to send you a replacement prior to receiving the defective part(s).
*Please be aware the customer will be responsible for a $75 return shipping cost unless a pre-paid label is provided.
A cost effective option may be to simply purchase the part needed and change it out yourself.
Ebay.com: http://www.ebay.com/sch/i.html?_odkw=aeron%2C+seat+pan&_osacat=0&_from=R40&_trksid=p2045573.m570.l1313.TR0.TRC0&_nkw=aeron%2C+mesh&_sacat=0
Amazon.com: http://www.amazon.com/gp/offer-listing/B0027UUC5O/ref=dp_olp_used?ie=UTF8&condition=used
Please let us know if there is anything further we can do to assist you with at this time.
Customer Service
Madison Seating
Our offices were closed 9/26 and 9/27 in observance of the Jewish holiday Sukkot.

So after paying $735 for my chair, now I have to pay them an additional $150 shipping fee (shipping both ways) to fix my chair or replace it or I could just purchase the part I need myself and fix it myself. I wrote them back and stated that these unfair business practices were unacceptable.
I contacted Herman Miller. Herman Miller stated that Madison Seating is NOT an authorized dealer and routinely sells refurbished/reconditioned products.
Madison responded and stated they would go out of business if they paid for shipping on every warranty product they ship. Sounds to me like they know they are dealing in c*** goods.

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Reviewer95760
,
Feb 12, 2016 10:46 pm EST

Purchased a chair in July 2015, they have been a nightmare ever since. They sell used, 10 year-old, rusty equipment as new.

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12:10 pm EST

MadisonSeating I called and got a very unfriendly customer service response

I had an issue with the way the 2 end tables I ordered was packed. Absolutely no packaging. One table on top of the other with the glass tops loose in the box. I called and got a very unfriendly customer service response. If fact I called twice with both customer service reps very rude! I will never, ever, order from this company again!

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Avrene
, US
Jan 18, 2013 1:49 pm EST

Buyer beware! MADISON SEATING sells REFURBISHED ITEMS. DO NOT buy from this company. You will REGRET IT!

D
D
DAlike
, US
Mar 22, 2012 7:42 am EDT

This company should not be allowed to operate in this country. Terrible and unprofessional people.

Please avoid this company!

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V
12:01 pm EST

MadisonSeating Complete con artists here

Complete con artists here. I ordered 2 chairs during a free shipping promo and had them shipped to HI where I live, which their site let me do. Days later they tell me they do not ship to HI (yet their site let me pick it and showed "Free Shipping!" when I did). A few emails of them telling me it was a mistake didn't help.

Then the sale ended and the chair price dropped by $270! Their site then said shipping to HI would be $350, a difference of $80...meaning, their mistake would have only cost them $80 to correct but "Susan" who listed herself as a "Supervisor" on her email said they canceled my order and can't ship to HI. I called Susan and after she yelled and screamed at me on the phone without letting me talk I asked to talk to her manager and she said (after pausing a lot) that she didn't have one and she was the owner of the company.

Right... supervisor of the call center or owner? Which is it? She wouldn't stop yelling at me and calling me names because I said I'd report her shady business to the BBB. I'd stay away from this place...even if you don't care about their crap service the fact that all they do is raise prices to have a free shipping sale should be enough. Total rip off here.

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2:11 pm EST

MadisonSeating Do yourself a favor, don't use this retailer

Do yourself a favor, don't use this retailer. We bought a Coaster Roll Top Desk, sold from Madison Seating. They expect you to hold the shipper there until you open the package and inspect all the items. I wish I would have done that. I would have sent it back IMMEDIATELY! There were obvious manufacturer defects, which the retailer, Madison Seating would not acknowledge, nor would the manufacturer. After construction, there were other issues, which I am now stuck with. I would NEVER use this retailer again."

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8:51 am EDT

MadisonSeating Don't even look at their web site

OK, bought a couch and two chairs online specified I was available only on mondays and saturdays for delivery and to be contacted during business hours. They attempted to deliver my living room set with just an email for notice and did not pay attention to my statements that said I could only be contacted on mondays/saturdays. They then cancelled my order and marked my account as fraudulant, wich almost got my credit card cancelled. When I called madison seating the lady i spoke with was a B----H she told me that she was in sales not customer service, I would have to call there customer service line and I would have to stay home from work on the day they choose to deliver my furniture if I wanted it. When I told her I was shocked and I asked for her name she laughed commented she was in sales, I was not going to make her money and they were closing (at 3;11 in the afternoon) So I called back nope, they were open untill 5;00. Irf I had her name, I would have her job, I've never been treated worse in my life. In an economy like this I can't beleive they are still in business and I can't beleive that woman I spoke with is still employed.I ordered the set off a different web site for $600 more, a garunteed delivery date and time, Frankly I am looking over my credit card statements to make sure the didn't steal my information! Worse company EVER! Don't even look at their web site!

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MadisonSeating Customer Reviews Overview

Madisonseating is a reputable online retailer of high-quality office chairs, furniture, and accessories. Our website has received numerous positive reviews from satisfied customers who have praised our exceptional customer service, fast shipping, and competitive pricing.

Many customers have commended our extensive selection of office chairs, which includes top brands such as Herman Miller, Steelcase, and Knoll. They have also appreciated our detailed product descriptions and images, which have helped them make informed purchasing decisions.

In addition, customers have praised our knowledgeable and friendly customer service team, who are always available to answer questions and provide assistance. They have also noted our fast and reliable shipping, which ensures that their orders arrive on time and in excellent condition.

Overall, Madisonseating has received overwhelmingly positive reviews from customers who have been impressed by our high-quality products, exceptional customer service, and competitive pricing. We are committed to providing our customers with the best possible shopping experience and look forward to serving you in the future.
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Phone number

+1 (888) 704-3435

Website

www.madisonseating.com

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