"I never thought Madison Seating was so focused on customer satisfaction. With COVID19 they do not have a service to answer phone calls, but it is impressive how they track each step of your purchase with you via email.
This company is great first for the prices and second for the service.
I recommend them 200% "
"IF YOU ARE CONSIDERING BUYING FROM THEM PLEASE READ THIS. ALMOST EVERY POSITIVE REVIEW HERE WAS COERCED BY MADISONSEATING. They sent me an incorrect piece for the chair I ordered. They do not have a number you can call for help, only an email that will takes days to respond and will be a canned response.
After weeks of unhelpful responses, they told me they would only send me a chair that works if I gave them a good review on this sight, which was also a canned email that I am sure they sent to anyone with problems. I ended up having to use duct tape to make the chair usable as I would not succumb to their extortion.
DO NOT BUY FROM THESE PEOPLE"
"I bought a Steelcase Leap V2 chair from them and they were very responsive and timely with their emails. I had some issues with the chair and they quickly reached out to me to resolve the problem. They scheduled a time to call me around my schedule and through that phone call and emails my issues were resolved. I highly recommend them for their great customer service! "
"I ordered a chair on Madisonseating.com and had no problem with the process. Upon shipping the item (took only a few days to process), they forwarded the FedEx tracking number. The chair i received was clearly neither new nor in the original packaging. Instead, they wrapped bubble wrap around each piece and placed them in a non-conforming box. Upon unpacking the chair, a piece of the backrest was found snapped off and laying in the base of the box. I attempted to contact Madison via their toll free number but an automated recording stated that due to COVID their customer service group is working from home (understandable) and only able to receive and reply via email (what?!?).
I sent an email and to my slight surprise they responded rapidly and offered to replace the chair without requiring me to repackage and return it on the condition that I left an online review.
This is that review and I will update it once I receive a replacement."
"We spent a really long time trying to find the right chairs for us at the right price, and were getting disheartened by the market and trying to deal with other resellers in the area. Then we found Madison seating. They had the exact chair we wanted, in all the colors we had hoped for, for a price that couldn't be beat at other resellers. I had to work with customer service to resolve a small issue, and they quickly and very generously responded to my needs. I would recommend Madison."
"Ordered a Aeron Chair from Madison seating 2 years ago. The arm rests got worn extremely quickly compared to an older chair I have at work. When I contacted them they offered to fix or replace it under their 10 year warranty. Good service so far.
Edited 10-30-2020:
The arm rest that was replaced in 2015 wore out. When I contacted Madison seating this time they said it was not covered by their warranty, despite covering it previously. Changed the review to 1 star for not honoring their warranty."
"I ordered a chair 2 months ago and still don't have it. Madison saw this review and CANCELLED my order. Instead of fighting to make a customer happy they would rather lose a customer. This means they really don't care about their customers experience. This explains the high percentage of 1 star reviews."
"This product and all other Steelcase and Herman Miller chairs are NOT NEW, and Madison is not a authorized dealer for either. Look under the features at the very bottom and you will see all chairs for these brands are Open Box. Below is the response custom service giving about Open Box items. Some sites, like eBay list the products as New-Open box. New implies no changes have been made from the new authentic version that comes from Steelcase, and just the box is missing. This is not what they are selling!!!
In short you have no clue what you are getting. The chair I ordered was not the authentic fabric when compared to my other authentic Steelcase chair from an authorized dealer. So, based on the below description of Open Box I must have received a reupholstered in their brand-new commercial grade in- house fabric. The fabric was terrible compared to the authentic chair’s fabric, very rough and attracts everything.
Also, today the hydraulic lift started to fail, two and half months after ordering. The chair will not stay in the set position and you just slowly to the lowest setting.
Overall, if Madison were to clearly call out that they are gray market (is in the fine print) and clearly call out that ALL these chairs are not new, not just the "Open Box" as the last item on the page I would not be able to complain. However, they give the appearance that their products are new, and that is not acceptable to mislead the customer. Had this been my first Steelcase chair I would have been turned off from buying their products again based on this experience.
Emailed Response to Open Box:
"Open Box" simply means, the item is out of the original packaging. The chair was either, returned, refurbished, on display or has been in inventory for awhile and since been placed on a clearance. The fabric will be reupholstered in our brand new commercial grade in- house fabric.
Your purchase includes a 30 day return and 10 year warranty with Madisonseating.com.
The merchandise is in perfect working condition as you can see by our 99.9% positive feedback on platform like Ebay and Amazon where we sell our OPEN BOX items as well.
Best regards,
Allie
Madison Seating
"
"I was so excited to purchase a chair from this company! When I bought it I was informed that it would be shipped in 10 to 14 business days. After I hadn’t received it I emailed them and they informed me that it would be shipped by the end of the month. I emailed them again at the end of the month at which time they informed me it would be shipped in the middle of October. I recently emailed them and they informed me that it would be shipped mid November. They never reached out to me to tell me that the shipping will be delayed I had to contact them. When you call in to talk to someone it says that they are experiencing Short delays in shipping. 2 1/2 months is not a short delay! In addition when I went to look at the shipping times as if I was purchasing a new chair it’s still says 10 to 14 days. I believe this is false advertising. If they know that there are delays in shipping because of Covid which is understandable, they should be transparent about that when you order the chair. After I complained and asked to speak to a manager, they canceled my order. I have purchased things from several companies that have delays because of Covid. Again, that is completely understandable but these companies are transparent about it where Madison seating is not. I am so disappointed in the customer service and that they canceled my order without asking me if I would like my order canceled first. I would highly recommend that you do not do business with this company. If anything, I hope that they update their website and their phone to be honest with consumers. I also hope if there’s going to be delays that they reach out to the consumer ahead of time and let them know. After I reached out to them again and asked to talk to a supervisor about having my order canceled when I did not request it, they responded by saying they didn’t want to do business with me because of my reviews on social media. "
"Sent in a requested over the weekend because after about a week, the steelcase series v2 I bought was wobbling and the cylinder was sinking. Already went through the hassle of returning a chair with another company, and these people offered to send me another new chair free of charge. Got back to me in about 2 business days, not bad at all.
"
"I ordered a chair from Madison Seating and when they were out of the original color I'd requested, they emailed me photos of an alternative option at the same price right away and were quick with responses to my detailed questions about the new color. The chair arrived quickly, but unfortunately the height-adjustment feature wasn't functioning properly. When I contacted them about it, they offered to send me a replacement chair (and they aren't making me package up this non-functioning chair to return it. What a relief! Although they don't have telephone customer service during these COVID times as their agents are all working from home, their e-mail responses have been timely, courteous and helpful and I appreciate their willingness to ensure that in the end I am a satisfied customer."
"First off, best pricing! Second, I had a great experience talking with customer service. They gave me a resolution that was generous and reasonable."
"Purchased a Steelcase Leap chair in March. It saw very little use until this month when my wife started using it while teaching at home. The pneumatic lifter is broken, and gradually lowers when you sit in it until it is at its lowest level. We were told they would repair it if we sent the entire chair back, and paid an additional $75 shipping to send it back to us...that's about $125 round trip for an under-warranty repair. Contacted Steelcase and they identify Madisonseating as a grey market reseller, frequently reselling used items as new or misrepresenting older models as new. The series of emails I had with them can only be described as hostile on their part, with no solution being offered that didn't wind up costing us significantly. In addition, the warranty on their site states "All items sold as new will include a (1) year warranty from the manufacturer directly." This is patently not true, as we discovered when we approached Steelcase. They are NOT licensed resellers and cannot offer this warranty. We will be reporting them to the Better Business Bureau. Buying from them is NOT recommended."
"I was in the looking for a new chair since my DXRacer has gotten around 5 or 6 years of sitting time so far. I know the stigma among gaming chairs, they're made to sell, not to sit in. That chair treated me well but now it's time for a different one.
I found Madison Seating and got a chair in a short 2 weeks shipping time. And the rest ensued, very summarized:
Bought a Steelcase Think
got it in
it had problems so I made contact
they tried to help me fix it
I couldn't do it
they said leave us a review about your issue you get a free chair
I made this review
I email them back
I get a new shipping number
GG, I don't know if that could have been a smoother interaction. I genuinely do not see how that interaction could have been any easier for me or Madison Seating. Whatever the hell they have going on over there for training people in customer service is a literal masterclass.
Also, please don't just get a chair from them and pretend there's something wrong so you have an interaction similar to this. Take the high ground and encourage companies to provide this seamless customer service. I rarely see anything even close to this, anywhere else. These other companies have some learning to do."
"I ordered the product and the shipping originally said it would ship in 10 - 14 business days, with delays due to covid-19. I never thought the delays would mean 2+ months. This information should be clearly communicated to customers before purchase.
I never received a shipment email and asked Madison Seating about my order. They told me the order would ship 1 month from the order date. After 1 month, I had to email them again and they told me it would ship 1.5 - 2 months from the order date. Madison Seating clearly does not have the product in stock, and does not notify users correctly of this stock. Had I known shipping would take a minimum of 2 months I would have never ordered a chair from them. Insanely misleading and frustrating experience. "