"I rarely write reviews. However, I have had an especially good experience with Madison Seating Customer Service. I had a concern and I sent an email. I heard back almost instantly and they were able to resolve my concern quickly and effectively. Honestly, this is how customer service should be at all companies!"
"Great customer service. Ordered a chair and it had an issue and they replaced it without issues. "
"As many others have said, I ordered a Herman Miller Aeron chair because my current home office chair has started to go. I ordered my chair on 8/1/20 and got the confirmation email stating that "The estimated delivery time frame for all in stock items is 10-14 business days from the order date." Ok, so i wait. I figured the shipping email will come some time, it's now the 8/10/20, not a whole lot of time from my order date, but I was getting antsy. I sent an email to customer support and they tell me "As your email confirmation indicates, we ask that you allow an estimated 14 business days for delivery from the order date. (Business days do not include weekends or legal holidays)." First of all, I'm not a child. I read my order email and know how business days work, but its a little fishy when it's been this long and I haven't even been CHARGED. I was beginning to think that when they said "delivery" they really meant "it'll ship in 10-14 business days." Fed up I went looking for reviews to see if I was the only one with this experience, lo and behold the first review I saw on here was a story just like my own. Madison seating is a laughable service. Do not buy from them.
"
"Don't bother buying from Madison Seating. Like many others recent complaints, I placed an order for an open box Herman Miller Aeron chair that I never received.
I placed the order on 6/19/20. The order confirmation email indicated "all in stock items is 10-14 business days from the order date." Yes, the banner on their homepage indicated "Due to the unfolding situation with COVID-19, please allow additional time for us to respond to your emails and processing your orders," which was certainly understandable. Everything after that was just poor business practice.
After 7 days, I realized I hadn't received anything from them and that I hadn't even been charged yet, which concerned me. After reaching out by email again asking for an update, they responded a couple days later with canned response that "...we ask that you allow an estimated 14 business days for delivery from the order date. (Business days do not include weekends or legal holidays). And that tracking would be released at that point and reiterated you would not be charged until shipping is scheduled for release.
Fair enough, but at this point you should ask yourself why an e-commerce business isn't charging for an order until it ships... it's because 1) they don't have the product inventory and / or 2) they have become so accustomed to unhappy customers from not being able to deliver a quality product on time, that they don't even bother processing the credit card, which probably reduces charge back costs, etc.
This tale goes on and on. After waiting beyond the 14 BUSINESS DAYS, which was really 3 weeks at this point after a holiday in there, my next email goes out asking for a status. That's when the lies started. That is when they started playing the "coronavirus" card, indicating that they have had delays due to the virus impact and that my order was now scheduled to go out "Late July" (which was another 2 weeks away).
"Late July" comes and goes and I have to email again asking for a status. They play the "coronavirus" card again and now state the chair is set to go out "Mid/late August." It was at that point I compared to the other user reviews and decided to cut bait and run. I canceled my order and fortunately they had never charged me. Based on those who did actually get a chair, I wouldn't bother.
How in today's day and age can an e-commerce company go 48 DAYS, 33 BUSINESS DAYS, and not provide ONE SINGLE PROACTIVE piece of communication around status beyond the initial auto-generated order invoice / confirmation?? Every company in the world has experienced supply chain disruption due to the pandemic, yet most every other one I have dealt with could handle their business. You sell office chairs & furniture in the middle of a pandemic forcing more Americans than ever to work from home... now is your time to SHINE. But nope.
So, by the way, since I know Madison Seating will come rushing to their defense of my review and play the "coronavirus" card again and reiterate that I was never charged, let me tell you about another experience I had with them...
Before ordering the open box Herman Miller Aeron that I never received, I actually had ordered from them before and should have known better. However, my rationale was that I needed a chair to work from home, and even though they had screwed up my order before so bad I should have never used them again, I actually said to myself, "their customer service did eventually fix the problem, so at least I know who I'm dealing with." My bad. Big mistake.
See, back in 2011, I ordered 2 office chairs from them as well. They were knock-off Eames styled "Lieder" chairs manufactured by ZUO Modern. They arrive in heavily damaged boxes and so began the customer service. I sent pictures. I didn't even have to unbox the chairs; the damage was so bad I could see and photograph both damaged chairs without even opening the boxes. Oh, and also, I could tell they sent the wrong colors. They sent FedEx to retrieve the chairs and sent a replacement for one of the chairs, which arrived damaged again and I refused it again. At that point my wife decided she didn't even want one anymore, so I requested and was eventually issued a full refund for one of them. The other replacement arrived about a week later and still had some minor damage, but at that point I was tired of dealing with them and just kept it.
So, no... they will blame coronavirus, and point to their great reviews on sites like eBay and other marketplaces (where fraudulent reviews are a dime a dozen), but this was not an isolated incident. Buyer Be Warned.
I'm now going to pay full price for a brand-new Aeron from an authorized dealer I can trust, because I'm fortunate to be able to do so right now and my piece of mind and time is worth more than Madison Seating's cut rate service and products.
"
"I ordered the Sum Chair after several questions addressed by Madison Seating. The chair arrived exactly when they promised along with the shipping information. Unfortunately it was damaged in shipment. It was a beautiful chair - exactly as promised on the website. Madison stood behind their promise of Satisfaction guaranteed. Thank you Madison."
"They cancelled my order after making me wait 3 weeks. No reason. They just cancelled it. I looked online and apparently they are selling used chairs as new ones and Herman Miller is in legal action with them. UPDATE: They saw this review and emailed to inform me they will be leaving me a negative review - purely out of spite. That should tell you something about them."
"Ordered a chair online 30 days ago that was supposed to be delivered within 10-14 days. It still has not shipped from Madison and customer service can't provide a date. "
"I have ordered an office chair from Madison Seating during a couple of months ago during the early days of the pandemic and got my chair in a reasonable time! Madison promptly responds to emails and goes above and beyond! I highly recommend purchasing office chairs from Madison Seating and you won’t be disappointed with the chairs or the customer service should there be a need to reach out to them about your order.
Thank you! "
"Shipping problem. Do not order if you need the chair any time soon.
Ordered 6/2/2020, got an email saying "The estimated delivery time frame for all in stock items is 10-14 business days from the order date. Should the item selected not be in stock, you will receive an email notification."
If you don't receive that 'email notification', the logical deduction is that the item is in stock.
Checked back with customer service on 6/15/2020. The response was "This order is scheduled to be shipped out by Early July. Tracking will be emailed once released."
When I responded that this is not what was promised on the order portal and the email, and that they should expedite the shipping, I got "Madison Seating is experiencing delays on all orders due to COVID-19. We do not offer expedited shipping."
I went ahead and cancelled my order.
Delays are understandable during covid19, but not being transparent and making promises you can't keep is not ok. I have a lower back problem and this delay keeps me on an uncomfortable chair for longer than necessary. I could have selected another vendor if I knew I wouldn't get the chair for 6 weeks!"
"I ordered a Leap Chair from Madison Seating, which it took several weeks to be delivered due to the coronavirus. When my chair arrived and it was assembled, the chair tilted to the right and caused discomfort to my lower back. I reached out to the customer service and they quickly responded to my trouble ticket; offering to replace my existing chair with a new one. The customer service department was very responsive, and I appreciate their efforts to make it right. I look forward to obtaining the new chair in the near future. "
"Madison Seating customer support was thorough in providing me shipping updates during the COVID-19 pandemic. Madison Seating responded back to me with every inquiry within a day and continues to offer excellent customer service."
"I bought a $500 chair that fell apart within 5 months. I contact customer service and they said "too bad. After 30 days you're out of luck." Simply terrible. I've now read that they're being sued by Herman Miller for saying they're selling new products that are actually refurbished. DO NOT BUY FROM MADISON SEATIN."
"I ordered a chair to work form home during the pandemic. Chair was delivered in reasonable time considering the circumstances but the highlight has been the customer service. I had a problem with the order and their customer support has been prompt, and focused on addressing my concerns as quickly as possible.
Great Experience"
"I ordered a Leap Chair from Madison Seating. When I placed the order I was told it might take a little longer to process because of the coronavirus. No problem! I appreciate the effort during this time and I can be patient while we work through this as a society. I'm grateful that you're here at all right now.
When my chair arrived, the packaging was a little rough, but the chair inside looked good! Unfortunately when I assembled the chair it was tilted to the right a little bit and was very uncomfortable to sit in. I've sat in a Leap Chair before this purchase and knew something was wrong with the chair so I opened a support ticket.
What happened next was a level of customer service and support that blew me away. The very next day after opening the ticket, Madison Seating apologized and offered to send me a brand new chair. They didn't ask me to troubleshoot the problem or jump through any hoops to make sure I knew how to follow simple assembly instructions. They simply apologized and sent me a new chair and told me I could keep the first chair.
I don't know what else to say: I still have the first chair and don't know what I'm going to do with it yet but I was really not looking forward to having to repackage it, send it back to Madison, and then wait for another chair. This is above and beyond customer service and I highly recommend this company just based on the customer service experience."
"Don’t like your item? You probably will get your money back for your item. Free shipping, check! But shipping a chair back? Look up shipping a 27”x27”x40” 20lb box ... could be 50% or more of the item’s cost. In other words: it really doesn’t matter if you get your purch Don’t like your item? You probably will get your money back for your item. Free shipping, check! But shipping a chair back? Look up shipping a 27”x27”x40” 20lb box ... could be 50% or more of the item’s cost. Don’t like your item? You probably will get your money back for your item. Free shipping, check! But shipping a chair back? Look up shipping a 27”x27”x40” 20lb box ... could be 50% or more of the item’s cost ... you might end up keeping something you’re not really satisfied with to avoid shipping the return back ... "