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Madisonseating (madisonseating.com) has 687 customer reviews on Five Star Index, with an average rating of 3.4 out of 5.
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C. M.
Company stands by its products. Bought an Aeron chair several years ago and it was great. Recently bought a Steelcase Leap V2. I had a problem with the chair and they quickly responded to my concerns and are in the process of rectifying the matter. I would recommend them if you are looking for a refurbished chair.
Brandon
Overall a pleasant company to work with, I have run into an issue with my purchased product. However after reaching out to Customer Service with Annie, I'm finding myself with a new company that I look forward to working with again. With quick resolution and responses I have no complaints. It's nice to find a company that can offer honest pricing as well.
Terrence E.
This is simply a PSA announcement and based off a recent conversation via email with this company. I purchased an office chair in 2019 with a 10 year warranty. The hydraulic shaft blew a gasket resulting in the chair bottoming out to the lowest position. I will preface this that the website does disclose all of the chairs are open box, used or refurbished. The warranty is written as being exclusive to Madison Seating. The only way to communicate with Madison Seating is via email. I explained my situation via email and received an immediate response stating the chair must be shipped back at my expense and shipping back to me will be $95. Spending $522 dollars on a chair and then spending upwards of $200 for shipping on what appeared to be a good warranty is no longer looking like a good deal. Read the warranty details before purchasing from this company. I asked if they could send me the shaft and I would replace it myself...this is where the problem lies. My options were paying the shipping charges or I would have to pay for the shaft at what they claim is their cost of $79.99. I was very frustrated and stated I was going to post negative reviews on social media. I sent the email from my work account and this was their response..."Any escalation of this matter to social media will force us to do the same about you and your company." I purchased the chair personally, not my company. Do your due diligence, check reviews and read all of the fine print. I could have purchased a new Herman Miller chair based on what I paid and warranty return shipping charges. Consider buying direct from Herman Miller, they have numerous repair facilities which won't require shipping charges and in some cases, come out to the home to repair. In my opinion, Madison Seating's warranty is another way of generating revenue, DO NOT USE THIS COMPANY.
Response from MadisonseatingApr 27, 2023
This review is completely unfounded and absurd on its face. The reviewer purchased a chair 5 YEARS ago. The item was delivered in perfect working condition. The customer has been happily enjoying the chair for 5 YEARS until it broke under his care and while in his possession. The type of breakage it incurred requires the item to be sent in for servicing, which we advised the buyer to do. This buyer feels he is not subject to our warranty terms and should be allowed special courtesies (for reasons unbeknownst to us) and immediately threatened to write this ridiculous review if we did not comply to his demands. We have a strict policy to not give in to this type of blackmail. Madisonseating has been in business for over 18 years selling brand name chairs at discounted prices. What makes us so unique is that our prices are literally half off the retail value. In this instance, the buyer paid $500 for a chair that was valued at $1000. The buyer certainly could have purchased the chair directly from Herman Miller, as he NOW states, when he was shopping around for chairs, but chose us because our price was amazing and saved him $500+. We notice no social media posting at that time was made as he was completely satisfied with the product received and the price he paid. It is disturbing when customers decide to use social media as a means to threaten and bully a company into getting things that are no owed, warranted or deserved. We hope the readers use this review as an example of how unfairly negative reviews get posted and can be designed to hurt a company due an individual trying to achieve their own selfish demands. This is not to say that ALL bad reviews are inaccurate. Of course it is possible for a company to err. We just ask that you approach these reviews with an understanding as to what type of people are actually doing the posting.
Mike Q.
The pneumatic cylinder on my Herman Miller Aeron snapped in half when I sat on it today. This is just after 5 months of getting the chair from Madison Seating. I reached out to customer service and they want me to ship the ENTIRE chair to them in New Jersey and pay for shipping both ways. They will not send me a new cylinder.
Hannah
Do not purchase with this company and do not trust the reviews on their website. They must delete negative reviews as other websites tell a very different story. I’ve also seen people on Reddit claim that their replacement merchandise (after recieving broken chairs) was held hostage in lieu of a 5 star review on trust pilot. I placed an order at the beginning of t 2023 then attempted to cancel it 8 days later after receiving no updates on a shipment. They emailed me back to say they were closed for a religious holiday and would not be reopening for another 6 days, and I should email then. This was a non automated message so I don’t understand why I had to to email a second time, other than to stall. When I emailed the second time it had been 12 business days since I placed my order (6 full days since I last emailed), so I should have received a shipping notice as they promise delivery within 10 to 14 business days. They cancelled my order and told me to expect a refund within 12 to 48 hours and attached my invoice to this email with my full purchase price. However, when I received the refund it was for a lesser amount - not the full purchase. I emailed to inquire and they told me they charge a 5% cancellation fee, buried in the fine print of their return/refund policy on the website. This is unethical. The chair had not been shipped or prepped for shipping or I would have received notice. Rather than deal with this company I chose to purchase directly from Herman Miller and am very happy with my decision.
Justin A.
Excellent products, great prices, and I received the chairs nicely boxed within a short time of ordering. I have now ordered two Herman Miller Aeron chairs from here and each time the experience was great. These are also the best chairs ever. I will never buy anything else.
Shilo C.
We had two chairs that came in damaged (this happened during delivery) and i reach out to Madison letting them know. They responded promptly letting us know we could keep/dispose of the damaged chairs and they would send us new ones.
C.S.
The caster on the chair was damaged during shipment. I was told by customer service ar Madison Seating to find another place for my seating needs because I wasn't interested in disassembling the damaged caster and reassembling the chair with different caster. I recently had 2 spine surgeries in the last 10 weeks and was looking forward to getting this chair. Because I'm not willing or able to replace this part they told me to go shop somewhere else. This is their official email reply: "Please initiate a return request with Ebay. This return will be for refund only as we will be unable to send additional shipments moving forward. We ask that you find another vendor to fulfill your office chair needs. Have a great weekend. Customer Care," I'm at a loss on how to respond. :( UPDATE POST MADISON'S REPLY: The chair arrived with a damaged base NOT caster. My fault for not using the correct name of the part in my op. The base had broken through the box and been drug across something very rough, the damage was about a 2x1 inch scuff mark. Images were sent via Ebay, and email meanwhile Madison offered paint. I said no. They said return the chair for a refund and buy your next chair from someone else. Terrible customer service. Either I accept your damaged chair or I can never shop with you again. What a complete moronic way to treat a customer. Your employees clearly can't secure a 50 lbs chair inside a cardbox very well. Not really great at properly resolving customer issues either. This is a loss for Madison Seating. 1st the obvious, they paid for shipping 2x. 2nd customer LTV (lifetime value). All could have been resolved with a phone call, but since it's purchased from Ebay Madison staff says you can only communicate with them via Ebay. Besides calling them directly, I also reached out via email but got the same curt response. Note to Madison, talk to your customers not matter where they buy your products from. Also, try and use Styrofoam inside your boxes for larger parts like the base of the chair. It seems you have recent comments her on TP stating the same thing. And secondly, treat customers better when you (Madison) make a mistake. Remember, refurbished doesn't mean damaged. Lastly, your company is not the only vendor in town selling refurbished chairs. I'll gladly take my business elsewhere. May I wish you an abundance of returns!
Response from MadisonseatingMar 6, 2023
The customer does not seem to understand that a caster replacement does not require an assembly or dis-assembly of the ENTIRE chair. A wheel pops off and on the chair easily. The chairs we sell are offered with different upgraded casters that can be taken off and on the chair. The buyer is asking to return an ENTIRE chair that will costs hundreds in shipping for a caster replacement he requested, which makes no sense.
