“These folks at Madisonseating [a shout out to Annie and Laila] are serious about customer service. “How serious?” you ask. Well, let me tell you. My office task chair arrived with a balky pneumatic lift. I finally got around to sending them an email late on a Friday afternoon [3:44pm their time]. Twelve minutes later – and I have the time stamped emails to prove it – I received a reply.
And it was not your automated boilerplate “Thank you for being our customer, we’re sorry for the inconvenience, we’ll get right on this, you should hear from us in two weeks” response. This was from an actual human – with the FedEx tracking number of the replacement part being sent to me. Yeah, that’s right. On a Friday afternoon.
OK, you say, I’m not convinced. You are probably one of their best customers so of course you would be treated like royalty. Au contraire.
I am a frugal individual [the less polite might say “cheap”] who had never made a purchase from Madisonseating before. And by frugal, I mean purchasing a refurbished, decadently-expensive-when-new Humanscale Task chair at a ridiculously low price. Heck, with the price I paid for the chair, the shipping cost [of my replacement part] alone probably eliminated their margin.
This will not be my last purchase from them. If you are smart, you will give them a try as well. ”