Madisonseating

Be sure to read Madison Seating's return/exchange policy before you buy. They have a hefty re-stocking fee. And not only do you have to pay for your own return shipping, but you also have to pay for the original shipping charge, if you do a return. Also, as I read it, the manufacturer's warranty doesn't apply. Madison Seating has its own warranty of only one year. So be very sure of your purchase before you actually buy it. I received my office chair missing a caster. They said they will send me one, so I hope they do... But if I had known that their "customer satisfaction guarantee" came with such high costs, I would have purchased from the actual product site so I could have the manufacturer's warranty and the guarantee of return or exchange shipping included. Also, there were no assembly instructions, and, though it was easy to figure out, I thought there should be instructions. And there were no instructions about adjusting the chair. Also no shipping or purchase receipt inside or outside the box.

I had originally left a 1 start review b/c had misread MadisonSeating's response regarding the return shipping of the defective chair. They weren't going to charge me the additional shipping costs unless I used an oversized box. Why they didn't just say it was fine to send it back in the replacement chair's box (that I requested to pay for up front) is beyond me. And acting like they were doing me a favor when they had just shipped me a broken chairs is enough to drive us back to Amazon though.

I tried (and my preference would be) to delete this review.

On the first shipment, both chairs arrived completely broken and not at the fault of FedEx because the boxes were in great shape. When I contacted Madison, they offered me 70% off to keep the 2 chairs. How funny is that. Why in the heck would I want or pay for 2 broken chairs. I understand why and it's because of the shipping cost they didn't want to eat. So I refused their offer and they sent out 2 more chairs which satisfied the deal. Unfortunately, I had to wait another 10 days for those to ship out. When there is a problem with the first order, I would expect the second shipment would have been escalated if you want to be known for good customer service. But, the bottom line is that customer service did fix the issue. I would consider buying from the again despite the issues because you can't find Steelcase Leap chairs anywhere for $250 that are not used. They are open boxed items, but I don't care as long as they are in great shape and function correctly. In the end, the complete transaction took over a month, but I'm a patient person to some degree and the second shipment was good.

I bought two Steelcase Amia chairs at $300 each. The Steelcase list price on this chair is $1042. Amazon lists it at $700. Madisonseating is the lowest price on the internet although there were other distributers in the $300 range. I was skeptical but I ordered from Madison. They came in Madison boxes not Steelcase and had disassembly, not assembly instructions. I went to YouTube for assembly instructions. The seat and backs looked new but the frame looked used and one had a 09/2012 sticker. So my opinion is they were used but in like new condition. There might be a refurbishing industry that reupholsters these chairs which have been on the market for over 20 years. The new ones have armrests that have more adjustments than the older ones that I got. Overall I am satisficed with the condition of the chairs but Madison should advertise them as refurbished. I suspect that all the lowball suppliers are selling used chairs.

The most frustrating aspect of dealing with this company was their return policy. Be advised that should you have ANY issues, they require you to send the entire chair back to them for service. To be fair, they will cover any problems with the chair, but you will be covering the shipping (as stated in their warranty), which, for a chair, was around $50 each way for me. So a $600 used chair could end up costing you $700-$800 or more over the life of the warranty.

One of the problems that I had concerned one of the chair arms breaking 7 months after purchase. Initially, the company insisted I spend $100 on shipping the entire chair rather than allowing me to send only the broken arm. After I refused, they told me the other option was to sell me the replacement part (they valued the part, a bolt, at $39.99. I bought one at the local hardware store for $0.58)

After much back and forth, the company, to their credit, did offer to send the part I needed as a one time courtesy, after which, should anything go wrong, even another bolt breaking, I would have to strictly adhere to the warranty as stated (i. E. $100 shipping). In the end we were able to resolve the issue. I purchased a part locally and repaired the chair on my own.
EDIT: Annie, the supervisor has informed me that despite the original email they sent me, the company does work with customers to provide courtesies like additional parts where necessary)

Tldr - The prices on the chairs are great and the company WILL honor their warranty as written, but for even small issues expect to pay full shipping each way, which can be expensive.

FINAL NOTE: The customer service was initially unpleasant to deal with and very curt, but the managing supervisor, Annie, was incredibly nice and did a great job explaining things to me in a pleasant manner, once it escalated to her.

Office chairs are expensive, and Madison specializes in refurbished chairs and a fraction of the cost for a new chair. Solid business model, and I (obviously) knew that I wasn't going to get an original, like-new chair for 85% off of retail, but I took my chances with them. My chair arrived 3 weeks late, but was well packed and looked new mechanically. However, the fabric is noticeably lower quality than the stock OEM weave and the chair padding was not up to OEM par either. I've used this exact chair at my company for years, and I know how it should look and feel.

I left a 3-star product review on their site stating basically what I just posted above--that the chair mechanics looked great, but that the refurbished padding and fabric were both really poor quality compared to OEM, and that the fabric swatches they have on their own site didn't match the poor quality fabric I received on my chair. They edited my 3-star review and removed the information I described regarding the fabric and padding. They also changed my product review to a 5-star review, which is deceptive and unethical in my opinion.

In fairness, after posting an initial 1-star review here, customer service contacted me and assuaged me a bit, hence my reason for bumping to a 3-star review here. It's not worth the time, cost, and hassle of returning, even after she generously offered to waive the restocking fee. It's just not worth the hassle for me. For the price it is not a bad chair per se, and I will probably get the padding replaced and reupholstered with better quality materials at some point, since the chair frame, levers, and hydraulics are actually in pretty solid shape. That said, had I seen this in person first, I probably would not have purchased it, especially since I now know that they censor and edit product reviews on their own site. Would I buy from Madison again? Probably not.

I recently purchased the aeron chair. There is lots of scratch on the one of arm rest. I didn't read full terms that 'open box' is including the refurbished items. So, it's my fault and I don't care for the scratches since it's much cheaper than the original price.

The thing is... tilt tension, forward tilt and tilt limiter didn't work. I have been using the Aeron chair in the office more than 4 years, so I am very familiar with it. I requested if they could send me the problematic part only for replacement because I don't want to re-pack the heavy chair again and live without chair(I throw out my old one when it was delivered and I also discarded the package box.)

Madison Seating replied that they can exchange the chair once I send back the chair although they cannot send me the portion only.

I said I will keep the malfunction chair. Tilt doesn't work but I don't use that function a lot. To be honest. And I really don't want to disassemble and re-pack the chair again. So, basically it was my choice.

Just... it would be perfect if they have done checking every functions are working before shipping out (considering that it took 3 weeks-14 business days-to get my chair but I know actual shipping only took 2 days)

Customer service replied very fast and service itself was good. I thought that I just got what I pay for and should deserve it. That's all. I am just not patient enough to wait for another chair and too bothered to re-pack the chair.

I previously had posted about not receiving a refund for a returned chair. I posted a very negative review. I then received an email from Madison Seating saying they mailed the check about 45 days earlier to my address except there was no suite number. I will have to take their word for it. They are sending me a check to my complete address, suite number included. So I had the following issues:
1. Chair advertised was black. Once added to cart it was sahire. I did not re-check the color in the cart hence the return.
2. Return received by Madison Seating was never processed to refund me.
3. I called and emailed many times and could speak with nobody who could resolve my issue.
4. They said they mailed me a check 45 days earlier but nobody told me this.

The mitigating circumstances to all this is the amount of time that had passed. Approximately a year and a half had past before I discovered I had not been reimbursed on my Mastercard. I had furnished an office and did not discover the missing reimbursement until I was doing my taxes. Per their office they cannot research back that long over the phone. In all fairness, assuming I receive my replacement check, I cannot say they did not make things right. I can say I did not speak with anybody to help me until after I posted my previous really bad review.

They made a mistake with my order but apologized and have handled it well. I regret my complaint yesterday

Previous purchase history had always been great until this most recent attempt. After receipt of 2 incorrect sized chairs, returns & ultimate refund we went with another company. MadisonSeating's responsiveness was not as prompt as I would have liked & they made assumptions that I was wrong with my claims.

The company is legitimate, and sent the correct product. However, plastic piece for the arm adjust was broken, and from the looks of it, I'd have to send the entire chair back to get it replaced. I'm busy, I just don't have time for that, and am just 'dealing' with having to use a wrench to adjust the arm on the chair.

A supervisor from Madison seating contacted me and went through my issues with me. They sent me a new chair with the options I expected in my original order free of charge and made arrangements for me to return the original chair free of charge. They went above and beyond to resolve the issue and I appreciate this effort. I still feel the first line customer service was lacking in their desire to help with my issue or consider my position but I'll give them the benefit of the doubt. Still up in the air if I will shop with them again.

I am updating this review: A supervisor from Madison seating contacted me and went through my issues with me. They sent me a new chair with the options I expected in my original order free of charge and made arrangements for me to return the original chair free of charge. They went above and beyond to resolve the issue and I appreciate this effort. I still feel the first line customer service was lacking in their desire to help with my issue or consider my position but I'll give them the benefit of the doubt. Still up in the air if I will shop with them again.

This company was initially hard to deal with. I didn't feel I got what I ordered and dealing with them to try and resolve the issue was difficult. I tried to work with them to get the correct option and was even willing to pay more for it but they were inflexible and unhelpful. They did contact me later and we worked it out.

I ordered a leap chair and got it in 5 business days free via fedex ground. Chair seems new and arrived in good condition, but this is in no-way a "steelcase" leap chair in leather. I didn't actually expect that for the money, and to be fair, their website doesn't say "steelcase", but that is what they lead you to believe by calling it a Leap chair. The leather seems more like stiff vinyl, nothing like the leather steelcase would use. The leg assemblies say made in the USA all over them, but no other brand name or designations anywhere on the chair. Knock-off furniture? For sure, so... Buyer beware. Still a decent chair for the money, but I just received it, so I cannot speak for the warranty or how long this "fake" will last.