Customer ReviewsforModern Office, div. Response Marketing, Inc.

Customer Service was able to resolve issues. All is good.

Thank you for updating your review. This update is in regard to the previous negative review.

Customer service tried to correct issue with poorly shipped $600 chair. The solution they sent did not work with chair purchased. Since I am a disabled Senior Citizen I had 2 different people assist with this, and they both said...send it back go somewhere else to purchase a chair.

9-27-23  Office chair ordered by customer for shipment to the home of their employee.  Shipped same day from ************, ** via *****.
10-4-23 End user called ********************** to say ***** called her to verify her address.  The customer reported prior difficulty with ***** deliveries to her address.  ***** told the customer the carton was slightly damaged, but they would attempt delivery. 
10-5-23 ***** called Modern Office to report they lost the shipment.
10-5-23 However, the customer called ********************** the same day to report damage to the chair.  ***** indicated they never delivered the carton, so the party they misdelivered it to must have left it on the customer's doorstep.  The customer said the damage was extensive and requested a whole replacement chair.  We agreed to ship a no-charge replacement chair.  The customer also said she is a senior citizen, so she requested we assemble part of the chair before shipment (a fully assembled chair would be much too large for ***** to accept for shipment).  We apologized for the inconvenience and damage sustained in transit.  
10-6-23 We shipped the no-charge replacement chair with the mechanism attached. We emailed the customer the no-charge replacement order confirmation that included the ***** tracking number. In the email we included a link to assembly instructions and a link to the video explaining the chair's features. Per the customer's request we also emailed pictures of the inside of the carton showing we attached the mechanism to the seat and included additional packing material to protect the chair in transit, as well as the outside of the carton.  
10-11-23 Customer called for tracking information on the replacement chair. Verbally provided tracking and emailed it again also. Tracked the order, and advised the ***** website shows the chair was out for delivery that same day.
10-12-23 Customer called to say they could not attach the casters to the base of the chair. Suggested using additional force and possibly a rubber mallet to install the casters, as they are a force fit and pop into place.  This is standard for office chairs.  They were probably being too gentle.  Offered to send a base with the casters attached. ****** agreed to this solution.  Emailed the customer the ***** tracking number for the base with casters attached.  The customer was not happy that the chair is imported (made in ******).  Imported office chairs are very common.  This is not unique to Modern Office.  We believe an import from ****** is preferable to an import from *****.  She also asked if our warehouse people speak English -- yes, as this is a family business.
10-17-23 Customer emailed at 5:29 PM (after business hours)  to report the base was not the correct base for the chair.
10-18-23  We apologized for the incorrect base.  The person who handled the situation meant well.  She was trying to do something special for the customer at no-charge, but she was not familiar with these parts and should have consulted someone else.  She apologized.  The customer said she had enough and requested a refund to be issued to her employer. The full $499 was refunded within minutes.  We emailed a copy of the refund to the purchaser.
10-20-23: Customer called with concerns about the condition of the damaged carton. Customer felt the carton would not hold up during transit back to Modern Office.  She emailed a picture of the carton.  We agreed the carton would not make it back to Modern Office. Advised customer to dispose of the chair as she sees fit.  Modern Office apologized again for the inconvenience with this order.  The customer has two chairs, so the combined parts should form at least one chair -- all at no charge.

Order the perfect $900 office chair and fed ex destroyed the box where parts and screws were falling out and tried to hide it but I rejected the delivery and contacted Modern Office. They responded very promptly and wished I had taken delivery and would have shipped the parts needed. However, once it was returned to them they said my description was well understates and the damage was significant. The same day they shipped a new one. Within 3 days it arrived in immaculate condition. After months of searching for the perfect chair I have it. I am thoroughly impressed with their customer service, handing problems and very prompt responses. Other reviews scared me but they must have really changed as of 4/19/2023. They were professional and spot on making me happy and the chair is great quality and very sturdy. I will buy from them again!

Thank you for your review! It is much appreciated. We are happy that you like your chair. They have been very popular. We have a 4.7 out of 5.0 rating with ****** (118 reviews), and a 4.6 out of 5.0 with **************** (**** reviews), but unfortunately BBB reviews usually are placed by unhappy customers instead of typical customers, and those reviews are often the result of something that ***** or *** did or did not do.

This is why you BUY on Amazon! The idea of "buying local" sounds great but when local businesses will not provide comparable customer service to Amazon than like me now, we won't even try local! Just buy it on Amazon. Delivery from Modern Office arrived very poorly packaged. The kind of cardboard that feels more like a still paper towel. The product has a crack in the cheap plastic. Went to Modern Office's website and not one thing about how to handle a return! I emailed the customer service and asked for an RMA # and steps to return, they came back and said not until I provided photos of the damage. I asked again as I do not know how to send photos over the internet. No reply, no response! So I had to have my daughter come over after her work to take photos and to show me where to post these reviews to warn others! Buy on Amazon!

Thank you for your review. We are sorry your order did not work out as planned.We think it's important to point out that you were refunded in full fewer than eight business hours after you contacted us concerning the problem with your order.We have never had automated RMA's on our site due to the complexity of our typical order. Our return policy is linked in the Terms and Conditions at the bottom of every page on our site. Most orders have multiple line items from several manufacturers. Our average shipment is over 700 lbs. Each order is unique. We ship most items from our own warehouse, but with nearly ***** items and over a million SKU's we have many items, such as the one that you purchased, that are shipped from the manufacturer. In this case, the manufacturer reported that *** required a photo of the damage so that they could authorize disposal of the item with no need for an RMA.Due to the pandemic, a photo in lieu of an RMA is now common with online retailers large and small, local and national (including Amazon), and *** and ****** We were not aware that providing a photo would be difficult. Please accept our apologies. A photo instead of an RMA has been very popular with customers. The 90 seconds needed to take a photo and email it is much easier for the customer than dealing with an RMA.We contacted the manufacturer concerning the packaging. This is an institutional item that is usually purchased in bulk instead of one-at-a-time, so it usually ships on a pallet via truck instead of ***. Although they maintain the packaging is *** certified, it sounds like they need to add extra protection.Thank you again.