Business Profile

Furniture Stores

Madisonseating.com

Headquarters

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Complaints

This profile includes complaints for Madisonseating.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

44 total complaints in the last 3 years.
12 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint:We purchased what was advertised as a Steelcase Gesture Chair from Madison Seating for $799. Nowhere on their website or product page did it mention that the chair would be refurbished or altered in any wayit was represented as an authentic Steelcase chair.What we received was completely unacceptable:The chair was clearly refurbished, with spray-painted parts, scratches, and poorly replaced fabric.The box was sloppily thrown together, with cheap bubble wrap stuffed inside.The entire presentation and quality were a total joke compared to what was advertised.Madison Seating later tried to claim it was an Open Box product, but that was never disclosed prior to purchase. This is deceptive and misleading business practice.We are disputing the charge with our credit card company and want to warn other consumers to avoid this company.
Business Response
Date: 08/21/2025
To Whom It May Concern:

The novelty with Madisonseating.com is that we sell brand name ergonomic office chairs for practically half the retail price and include free shipping. This way customers that normally cannot afford an ergonomic chair, can buy one at a more reasonable price.

The item purchased is part of our open box close out sale. That is why the price is heavily discounted from the retail value of $1400+ to the sale price of $700+ you received. Minor cosmetic imperfections are to be expected but the chair should be in perfect working condition.

The buyer did not even allow us to address any issue with the shipment before contacting the BBB with this complaint. We reached out to the buyer earlier today and requested photos of any issue. We are surprised they reached out to the BBB without giving us the opportunity to respond to their complaint and without them even providing any photos to substantiate their claims of damage or discrepancy. If the item is simply not working for their needs, as seating is based on personal preference, they can request an RMA to return the chair under our 30 day return.

Madisonseating
Initial Complaint
Date:08/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Problem:I purchased a new, open box Steelcase Leap V2 on 8/12/2025 after confirming with customer support that the chairs were new/open box (not refurbished). The chair I received has a very limited seatback dynamic range compared with my other Leap V2 chairs (cushioning appears altered also). The lumbar tabs are not the issue; the chair does not perform to Steelcases normal standard and does not match the represented open box, fully functional ****************** response:Madison Seating advised standard lumbar adjustment, issued RA ******* with a 9/15/2025 return deadline, and stated that return shipping is my responsibility and that open-box returns may incur a restocking fee.Dispute:The item was misrepresented. I relied on their new, open box representation. The received chair is functionally compromised and not in excellent working condition as advertised. I should not bear return shipping or restocking fees for a product that arrived in nonconforming condition.Resolution sought: Full refund of $359.11 upon return. No restocking fee. No deduction for return shipping (prepaid label or reimbursement).Attempts to resolve:I contacted Madison Seating, described the limited seatback function, and requested a full refund without fees. They issued an RA but maintained that I must pay return shipping and implied fees may apply. Im seeking BBB assistance to resolve this based on misrepresentation.Documentation available: Order confirmation email dated 8/12/2025 showing Order ******* and $359.11. Madison Seating messages with RA ******* and policy excerpts. My correspondence describing the functional limitation versus other Leap V2 chairs.
Business Response
Date: 08/19/2025
To Whom It May Concern:

The buyer purchased and received the Steelcase Leap chair that was advertised as OPEN BOX on our website.
The novelty with Madisonseating.com is that we sell brand name ergonomic office chairs for practically half the retail price and include free shipping. This way customers that normally cannot afford an ergonomic chair, can buy one at a more reasonable price.
Madisonseating has been in business for over 25 years selling brand name chairs at discounted rates. The open box chairs are guaranteed to arrive in perfect working condition with minor cosmetic wear, if any at all.
The buyer received a fully functional chair. It appears he is trying to match a different model he once used. There is nothing wrong with the chair he received.
The customer is welcome to return the item under our 30 day return policy. A refund will be issued less the return shipping fee, as per our return policy.

Support
Initial Complaint
Date:02/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a ****** ****** chair for my bf for Christmas. When we took it out of the box and he started using it, the arm rest was defective. Madison seating first asked why we didnt report this sooner- it was over Christmas and the LA fires so we barely worked. Once he started using it, the basics of the product (arm rest that any normal person uses) was defective. Madison seating expects us to pay for and find a box large enough to store this huge chair and its not right that they would send us a defective chair and not do anything about compensating shipping charges. Their service has been terrible. If nothing can be done, then Id like to post this as a review for them either way, as their customer service is ****
Business Response
Date: 02/27/2025
To Whom It May Concern:

The buyer purchased merchandise from our company back in November 2024. The purchase includes a 30 day return. Our company sells brand name ergonomic office chairs at discounted rates.
Our Terms of Use requires that any damage or discrepancy on a shipment be reported upon receipt. We have no record of the buyer contacting us when the item was delivered with any issues. The carrier too, confirmed a successful delivery without any report of damage.
The customer contacted us months after the item was delivered and complained they were having trouble with an adjustment on the chair that appeared to have broken while in use and under their care. We immediately responded to the customer with some trouble shoot directives and provided the warranty instructions if they wished to send in the chair for the repair service.
As the purchase is now several months old, we cannot do a free exchange or free return of the product.
At this time, the customer is welcome to send in the item for the repair service as the purchase included a 10 year warranty. They need to continue to interact with the warranty department regarding that request.
Madisonseating
Customer Answer
Date: 03/05/2025
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]
Once again, I did order in November, received in December and reached out in January. The chair was a gift therefore boxed up until 12/25. The notion of Several months later is incorrect. Several months is more than two. It wasnt received until mid December. By mid December, it wasnt even received. Ive tried to attach the backup but cannot bc the file is too large. Is there a way for me to email it?

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

Sincerely,

****** ***

Business Response
Date: 05/06/2025
To Whom It May Concern:

We are sorry if the buyer is not satisfied with our response but our terms of use apply to all customers' equally.
The item was delivered without any indication of damage or discrepancy. The purchase included a 30 day return period. There was not report of any issues with the chair.
The buyer is welcome to interact with the warranty department regarding the repair service for any issues he is currently having with the chair that is in his possession.

Madisonseating
Customer Answer
Date: 05/20/2025
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]
They have not done a single thing to assist with a $700 defective chair that I purchased.

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

Sincerely,

****** ***
Initial Complaint
Date:02/25/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a chair from Madison seating. It broke. I went back to their website to get information on my order and they deleted by user account. I have repeatedly asked customer service to either restore my user account or provide me information on my order and they will not respond. They have offered to do is send my completely assembled chair back to ******** for repair. It would cost me more to ship the chair than I paid for it.They also offered to sell me a replacement part. How do they know what the replacement part is if they can't send me my order information? Also, since the chair is supposed to be under warranty, shouldn't they ship the me part free of cost? I could also go back to the original chair manufacturer, but I am held hostage since they deleted my ********** I mentioned I have at least five requests to provide me this information. I don't know what else to do.
Business Response
Date: 02/25/2025
To Whom It May Concern.

The reviewer purchased merchandise several years ago with our company that arrived in perfect working condition.
The item broke while in use and under his care. The product includes a warranty that requires the customer to send us the product for the repair service.
The reviewer is submitting this review as if he just bought merchandise that arrived damaged and we are making him return it at his expense. That is not the case. Madisonseating stands by their product 100%. Any item delivered with any damage is immediately exchanged at our expense.
This particular buyer is complaining about a warranty service he is requesting on a chair he bought back in 2023. We are happy to do the warranty service, but we do not offer to pay for the shipping associated with this repair request.

Madisonseating
Initial Complaint
Date:02/23/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought two ****** ****** Aeron chairs from Madison Seating. After about a month one sprung a leak and leaked oil all over my floor. It was my main office chair. I asked if they could ship a replacement prior to me boxing the defective chair so I would not be without a chair. They refused. During a call one of their customer service **** said I could just order a replacement and pay for it while the return was being processed so I wouldnt be without a chair. After I ordered that replacement chair, they cancelled the order without explanation. After I emailed them several times (they do not have a phone number for customer service, only for sales) they said they cancelled my irder because they didnt like that I ordered a chair while a return was processing. I explained that they told me to do so. They denied that I was told to do so. After a few weeks I ordered another chair and they just cancelled that order as well without explanation. They are denying service to me. I dont know why. Is it my race, religion, gender, sexual orientation? Dont know. All I do know is that they are refusing to allow me to purchase their product after I have done nothing but followed their instructions and recommendations to return a leaky broken chair. If they are going to refuse to sell chairs to people after they return a defective product, I think they are falsely advertising their products since they are not actually for sale.
Customer Answer
Date: 02/24/2025
Better Business Bureau:

The business responded to me privately after I submitted the complaint. I have reviewed the response made by the business relative to the issue addressed in complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ****
Initial Complaint
Date:02/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 29, I received a product from this seller, for which I paid $317.06. The item was advertised as "New Open Box," but it arrived defective, poorly repaired, with a strong and unhealthy paint odor. The chair sinks on its own and makes excessive noise, making it unusable.This business operates by misleading customers, selling defective and possibly ************** products as "New Open Box." When customers complain, they offer a return but make it intentionally difficultrequiring special tools for disassembly and a large vehicle for transport. This discourages returns and allows them to continue deceptive sales.Initially, they offered me a $50 credit, but then demanded that I remove all negative reviews from forums without specifying which ones. When I requested a return label, they only sent a screenshot, raising concerns about a potential scam. Instead of clarifying the refund process, they blocked me on ***** cutting off all communication.After all this, I managed to contact **** with great difficulty, and they issued me a $75 refund. However, for a product this defective and unusable, $75 is far from sufficient.This company's business model appears to mislead consumers, and I strongly encourage the BBB to conduct a thorough investigation into their potentially deceptive practices
Business Response
Date: 02/12/2025
To Whom It May Concern:

The buyer purchased a brand name chair from our company via the **** platform, that was advertised as OPEN BOX. The open box chairs we sell at hundreds off the retail value are expected to arrive in perfect working condition with minor cosmetic wear, if any at all. The novelty with our company is that we allow people that normally cannot afford a brand name ergonomic office chair to purchase one at half the price.

The buyer contacted us upon receipt of the item and stated he was not happy with the open box condition of the chair. We offer a 30 day FREE return on **** and immediately provided the buyer with a prepaid return label to send back the item for refund. The buyer stated he wanted to come to our facility to do the return. We explained we were not opened to the public and asked that he follow the return protocol per ***** by simply sending the item back for refund, using the prepaid return label provided.

The buyer then complained he did not wish to box up the chair for the return and demanded we just give him back a refund without a return. At that point, we reached out to **** directly as the buyer was violating the terms of the sale and asking for courtesies, services and refunds not offered or owed to him. **** assured us we did everything in our power to assist the buyer, and they even removed the unwarranted, and inaccurate negative review he left on their platform. In addition, **** instructed us to block him from making any further contact as his emails were numerous and threatening.
As of date, **** has closed out the matter in our favor and told us the buyer was reported on their end and his account would be be reviewed by their Trust and Safety Team for possible removal.
We are asking the BBB to please tell this customer to stop reaching out to us moving forward.
Management
Customer Answer
Date: 02/13/2025
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]
To Whom It May Concern,
I am writing in response to the sellers statement regarding my BBB complaint. The seller continues to misrepresent the situation, just as they did in their product listing. Selling heavily refurbished, repainted, and malfunctioning chairs under the label of "NEW Open Box" is deceptive and misleading. No matter how low the price, an item that has been repaired, heavily repainted (to the extent of a strong chemical odor), and does not function properly should be clearly marked as Refurbished, Used, or Repaired, per industry standards.

Secondly, the seller falsely claims that I requested an in-person return. This is incorrect. I merely pointed out the difficulty of disassembling and repackaging a large item like an office chair and asked them to arrange for a return pickup, which is a reasonable request given the circumstances. The seller refused, despite the fact that the return was necessary due to their misleading sales practices.
At one point, the seller offered me a $50 credit instead of a return, which I declined as insufficient. Later, they increased the offer to $75, which I accepted out of frustration with their lack of support. However, they then demanded that I remove not only my **** review but also any other online reviews I had posted. When I asked which platforms they were referring to, they refused to answer.

After this back-and-forth, I ultimately agreed to return the item, even going so far as to arrange for a larger vehicle at my own expense. However, when I checked ***** the return case was marked as closed. I requested confirmation that I would receive a refund upon returning the item, given that **** no longer tracked the return process. Instead of providing reassurance, the seller chose to block me on ***** effectively cutting off any further communication.
Additionally, I contacted **** regarding this issue, and they confirmed that the seller's request to remove my review was inappropriate.
Given the seller's repeated deceptive practices, failure to provide adequate customer service, and refusal to engage in good faith communication, I am requesting that BBB advocate for a full refund. This seller continues to mislead customers by advertising old, faulty products as NEW Open Box, then making the return process unnecessarily difficult. This kind of deceptive business practice should not continue unchecked.
Please see attached screenshots for our conversation as evidence of my claims.
Sincerely,

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

Sincerely,

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

Business Response
Date: 02/17/2025
To Whom It May Concern:
Again, we are asking the BBB to tell the buyer to stop reaching out to our company. **** has instructed us to block all further communication with this buyer, and he has been reported for inappropriate behavior. His account is under review and will likely be suspended.
This customer made requests and demands that were outside the scope of the sale or services provided. A perfect example is the emails he attached to this complaint where is kept asking us to open a return request FOR him, which is not something a seller can do on behalf of a buyer.
The buyer is making false accusations and unwarranted demands. We are unable to further assist him.
We ask him to keep reaching out to **** if he needs further updates or assistance on his transaction.
Madisonseating

Customer Answer
Date: 03/05/2025
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:
To Whom It May Concern,

I appreciate the opportunity to address this matter. While the seller has accused me of inappropriate behavior, they have failed to clarify what exactly was inappropriate. I have maintained all communication professionally and have provided screenshots of our exchanges to support my claims.

Furthermore, the seller's assertion that **** has instructed them to block me and that my account is under review is misleading. **** has confirmed to me that this matter was resolved in my favor, and I will be submitting their response as additional evidence.

The seller also states that they are unable to assist further, yet they continue to provide incorrect information regarding my requests. My concerns remain unresolved, and I am simply seeking fair treatment in line with ***** policies. And requesting a partial refund.

I trust that the BBB will review the evidence objectively and ensure that this situation is handled fairly.

Sincerely,
*******

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

Sincerely,

******* ******
Initial Complaint
Date:09/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a chair from m***************** on November 18th, 2023, for an amount of $679.00. Since they did not have the size requested in my original order, they ended up sending a different size on December 4th 2023, for an amount of $620.10. Unfortunately, the chair was defective and had to be returned. I followed all the necessary steps as outlined in m***************** email with the pre-paid ***** return label I received, including returning the item in its original condition and packaging. As of today, I have not yet received a refund for the $620.10 I paid, even though per the ***** tracking number ************, m***************** received the returned chair on 02/06/2024.Below are the supporting details:Order Number: ****** Purchase Date: 11/18/2023 Shipping Date: 12/04/2023 Item Description: ************************* Aeron Chair with Headrest Return Authorization Number: ************* Date of Return: 02/05/2024 ***** Return Shipment Tracking Number: ************ Return Delivery Status: Delivered on 02/06/2024 Thank you very much for your time and assistance.Should you need any additional details, please let me know.Regards,*****************
Business Response
Date: 09/04/2024
To Whom It May Concern:

The buyer purchased merchandise from our company and requested to return the item for refund.
Instead of allowing us to issue the refund upon receipt of the return, the buyer initiated a chargeback with his credit card company. Once the matter is escalated to a dispute, we no longer are able to issue a refund. The buyer must work with his credit card company to follow up with the dispute and refund.
We were confused why the buyer initiated the dispute when our company was in constant contact with him via email, and provided information regarding the return. We issue refunds upon receipt of a return.

Support
Customer Answer
Date: 10/01/2024
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:

Hello,

I just noticed that I missed a message requesting to confirm this complaint has been resolved. I apologize for any inconvenience I may have caused!

Please note that the business* ******************, did not address the issue within the complaint as I never got my money back. I did request a charge back with the bank; however, ****************** managed to get the charge back reversed, but also sent me the shipping label to return the chair. I sent the chair back, as requested the chair was received back in their facility within 10 business days (from the time I received the shipping label) in the original box and packaging material; however, they still did not refund my money.

Thank you very much for your time and assistance!

Once again, I apologize for any inconvenience I may have caused by missing the message requesting my feedback.

Regards,

**

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

Sincerely,

****** ****

Customer Answer
Date: 10/27/2024
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:

The business is asking to reach out to my financial institution regarding the dispute I initiated, knowing that it is too late for my financial institution to do another charge back.
Once the Business agreed to take the chair back, the expectation was to get the refund from the Business. If I knew that the Business had no intention to refund my money after receiving the charge back from my financial institution, I would have never let my financial institution close the case, especially that I was still in the 60 days window. Now that I waited too long, the Business knows that the financial institution doesn't have the ability to initiate another charge back.
The Business stated that "not finding an item suitable for my needs does not render the product defective. Seating is based on personal preference". That statement shows level of dishonesty of the Business. Like I said, I bought that chair because it is a good chair for my back, I had it at the office before being 100% remote due to Covid, so I knew exactly what I was getting. The chair was defective, the uneven arm rests were giving me back discomfort. I sent the videos showing the issues but it was clearly noticeable that the Business was not trying to replace it, so I decided to reach out to my financial institution. Now, I am left with no chair and no money, while the Business has the chair and my money.

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

Sincerely,

****** ****

Business Response
Date: 07/31/2025
To Whom It May Concern:

The buyer purchased merchandise from our company and requested to return the item for refund.
Instead of allowing us to issue the refund upon receipt of the return, the buyer initiated a chargeback with his credit card company. Once the matter is escalated to a dispute, we no longer are able to issue a refund. The buyer must work with his credit card company to follow up with the dispute and refund.
We were confused why the buyer initiated the dispute when our company was in constant contact with him via email, and provided information regarding the return. We issue refunds upon receipt of a return.

Support
Initial Complaint
Date:08/14/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a $300 chair from them in april. The chair comes with a 10 year warranty. The chair has a defect and its very painful to sit on. I tried to reach their customer service to assist me with replacing the seat and they refused to help. They said because I made the purchase more then 30 days ago there is nothing they can do for **** explained to them that I dont want a refund I just want what I paid for and they refuse to help.I asked them what about the 10 year warranty that comes with the chair and they have not responded.
Business Response
Date: 08/14/2024
The buyer that initiated this complaint has been threatening and egregious with our customer service department.
The buyer purchased and received a brand name chair from our company back in April 2024. As seating is based on personal preference, we offer a 30 day FREE return with the purchase. If a buyer feels the item is not comfortable or does not suit their specific needs, they are welcome to return the chair for full refund at our expense.
This particular individual has been using the chair for many months and contacted us to state the following:
"Hello, I bought this chair, and everything seemed fine. I really like the chair however something seems to be terribly wrong with the seat. I believe theres something wrong with the seat because my left leg/butt will start to hurt almost immediately after sitting in it. In order to use the chair I currently have a purple cushion on top of it, plus 2 additional bedpillows, anything to try to get the intense pressure feeling out of the seat."
Clearly, the buyer is experiencing some personal issues. If the chair was not comfortable, he should have returned in months ago under the 30 day FREE return.
We are baffled by the threats he has now issued against our company for not helping him with his issue of his **** and leg hurting. What sort of warranty can fix a bodily discomfort from sitting?
In addition, the buyer did not contact our warranty department he emailed about returning the product.
If the buyer wants to contact warranty, he can email ******************************** However, there does not appear to be a service issue with the chair based on his comments.
Support
Initial Complaint
Date:06/24/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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
Date:05/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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

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