Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a reception desk. Parts came broken and was missing the hardware needed to assemble the reception desk. I contacted the company, they told me to fill out a claims form it's been a month and after many follow up I have not herd back from them.

  

  Business response

  12/30/2024

  This client ordered a single person reception desk.  When he received it, he contacted our support staff and stated he received the incorrect hardware.  He said he received the hardware for the 2 person reception desk instead of the single person desk he ordered.  He asked if we could send him the extra parts to make the desk a two person desk instead of a single person desk instead of the correct hardware.  This email chain was uploaded. 
  The client then filed a claim and stated Since I got the hardware for the two-person reception desk, I'd like the second half of it.Thanks. ".  Our claims team responded and explained that the hardware pack was the same for the 1 person station or the extension piece to make it a 2 person desk, so he did actually receive the correct parts. 
  When we quoted this client on the cost for the extension to make it a 2 person reception desk, he became very angry and sent a number of messages to our sales team.  Email chain attached. 
  This client is welcome to return the desk under our return policy if hed like. 

  Customer response

  01/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  There were also a number of phone calls **** ****** a sales rep ************************************************************ that was not addressed in the their responses. This reception desk issues has caused significant problems in my medical practice. My clinic is not able to function properly without a reception desk. Patients can not check in and out of the clinic properly. Many patients have complained and some have not returned due the issues this reception desk has caused.  I wanted to resolve this issues as fast as possible. Given the claims department was not responding to my emails I though buying another part would get the reception desk put together and resolve the issues. But after I had such a horrible experience with the first part I had second thoughts about buying more from this terrible company. I asked about returning the desk and this is what **** ****** said "All items being returned will need to be back in their original boxes wrapped and banded to a pallet.   There will be return shipping costs and a 30% restocking fee as well." Which is absolutely ridiculous. This is obviously not possible given the desk comes in many pieces and can't be put back in the original box.  This is where I got upset as the business noted. 

  This company is terrible. I sent their claims department three email over the course of week and I never heard back form them. When I spoke with **** ****** all he said was they emailed me back but never acknowledged I emailed them many times with out them responding to me. If you look at their review online there are many complaints similar to mine. The good reviews seem oddly similar as if they were written by the same person or people were told what to write in the review. 

  I am asking the BBB to post this complaint against Madison Liquidators on your website and revoke their accreditation,

  
  
  Regards,
  
  ***** ****

  

  Business response

  01/13/2025

  I've attached the image of the damaged part the client is referencing.  It is a grommet cover (for the hole where the cords are run though the desk).  It is not customer facing nor would it prevent use or assembly of the desk.  Our return policy is publicly posted on our site.  This client made it very clear that he expected to be sent $1,020 part to be added to his $1,040 desk at no charge. This client is welcome to return the desk under our return policy, but we will not be issuing any refunds unless we receive the goods back.  

  Customer response

  01/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company is grossly exaggerating the facts. I never asked for anything free. Their return policy is unrealistic. 

   
  Regards,
  
  ***** ****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered office furniture on 7/15/2024, it was shipped timely, there was no damage to packaging, we opened the packages, and found a few of the table legs were warped and would not assemble properly. As we tried to assemble, we broke a few fasteners trying to force the pieces into position, then we stopped. I filed a claim through email, and got a reply a week later, and I replied with pictures and information ML requested. While waiting we started assembling the other desks and found more chips in the desk surface. I started to get the run around, then I started calling, and again more delay in responses, then they stopped taking my phone calls. They have offered to replace one of the warped pieces, even though there are 4 (the say they cannot see the damage to other pieces in the pictures, which I agree it is hard to see, but if they would come inspect for themselves, it is clear the product is warped.) The offered to replace those pieces but they a charging me full price for replacement. At this point, we just bought fasteners from menards and glued everything together, which doesn't look the best, but we needed to get our office back together. We patched the chips on the other desk. I am not satisified with the product or their customer service and I think they should credit me for 75% refund ($3500). They need to be better.

  

  Business response

  08/21/2024

  To Whom it May Concern, 

  The client filed a damage claim on 7/24/2024 with the following note: 

  07-24-2024 Message left by client The Damage was a notdelivery, and we didn't know there was warped product until we opened the packages
   "07-24-2024 Message left by client "The pieces are warped, not allowing us to assemble properly, we need new pieces and fasteners. ".

  Our Claims team reached out the same day Letting the client know that the table ships in multiple pieces/boxes and we needed to know more specifically which component they were having trouble with.   

  The client responded on 7/25 listing 5 individual pieces claiming all of them to be warped.  

  7/26 our claims team responded saying the following:
  "Thanks for sending these photos over. Im forwarding them over to the mfg. to review them with me. From the photos received that center leg does appear bent/warped. However, its not so clear to see warping of the legs/modesty panels in the other photos received.
  
  Can you let me know when during assembly the issues first started popping up? Im following up with the mfg. regarding common assembly issues that can occur with this setup. The main reason I ask is that warped panels are a pretty rare issue and usually occur as one offs. All the boxes received were produced independently from one another so it likely wouldnt be due to a factory defect on all x5 pieces.
  
  Were eager to help get this resolved. I just want to work with you and the mfg. to narrow down the issue.Ill let you know as soon as I hear back from them."
  

  The client responded 7/26 stating:

  "as we tried to assemble, the fasterners pulled out of their connection breaking the pieces.  So we need to replace the modesty panels, because we broke them trying to get them into place"

  The claims team them exchanged several emails with the manufacturer, who stated that no warping was visible and all of the issues appeared to be assembly related.  Despite this, our claims team offered a curtesy replacement of 2 of the pieces for the client, which he accepted. 

  After this was finalized, he reached out the following day demanding an additional, no cost replacement of one of the desks.  Our claims team offered to cover the cost of shipping on a replacement, but told the client he would need to pay for the item as it was now more than a month after it was delivered.  The client stated he would prefer we only ship the free pieces as he did not want to pay anything additionally.  So we did and they were delivered 8-19-2024.

   

   

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a conference table and issued payment on September 25th, 2023 with a projected lead time of 4-6 weeks. Emailed sales manager ****** the requirements of the table in detail stipulating the correct power requirements and placement of power supplies which were confirmed via email on September 1st before purchase. After a few weeks, an email dated October 12th was sent to ****** requesting an update on shipping. ****** replied on October 31st stating the order was pushed back due to items being back ordered and expected to ship the week of December 11th. Additional emails and live chat with Madison Liquidators support team to confirm delivery details and no one was able to provide a solid answer about when the table will arrive. Finally, an email with tracking details is provided with an expected arrival date of Friday, December 22nd. The table arrived on December 26th via freight and upon opening the boxes it was identified the table had the correct color top and legs. There was one hole in the middle of the table not two on each leaf as agreed upon. The power cord 5/8th inch wide does not fit in the leg's 3/8th inch gap to hide power. With one hole in the center of the table, I now would need to cut exactly two additional holes to accommodate more power outlets to make this uniform. I would also need an additional power supply module and cable to run three power outlets on top of the table. I emailed photos and called ****** on several separate dates from December 27th, 28th, January 2nd, and 3rd. ****** stated the manufacturer possibly shipped the wrong table. I requested a partial refund to correct this and to send me an additional power supply. She sent me another email dated January 2nd with several PDFs of conference room layouts that have nothing to do with correcting this issue.No resolution has been provided by the seller Madison Liquidators after providing them a resolution and now I have a table that is useless with outthe correct power and missing holes.

  

  Business response

  01/12/2024

  We are working with this client as well as the table's manufacturer to get this issue solved.  Unfortunately this was a production issue, but it is being addressed.  At this time, we are working to get the client a 3rd power module that will connect the the other two they currently have to resolve the issue.  Client has agreed to cut additional grommets to accommodate other two power modules.  We will provide an update as soon as it is available. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a desk on 8-4-23 and was told delivery by 8-21-23 would not be an issue. No delivery on 8/21 and called to be told delivery is now 8/28 and no delivery and called again and was told delivery is now 9-5 no delivery and called again and was told delivery is 9-7 and I did get the deliver y on 9-7 but there was damage so I filed a claim on 9-8 and it took until **** to get delivery. Started to assemble the **shape desk last night and when we finished the main shell it looks to us that we do not have the correct remaining parts to assemble AND the assembly instructions are terrible and do not provide any real guidance on how to assemble the remaining portion to make the * part of the desk. This company needs to either refund the full amount and pick up the desk as is OR send someone, at their cost, to bring any missing parts and finish the assembly.

  

  Business response

  09/26/2023

  ********************,
  
  Im sorry to hear youre having trouble with your installation.  Per your conversation with **** on September 22, ********************************************************************************* Zoom with assembly.
  Ive attached the instructions for the N101 and N145 for you here.  I will send them via email as well. 

  
  The circled labeled a, b, c, d, e, and f are closeups of areas on the desk shell images and are intended to show you which parts to use in that area and how to put them together.
  

  Ive done some additional investigation and I believe Ive identified the source of the issue youre having.  When you reached out to us to report your damage, you indicated that it was to the N101 71x36 Desk shell.  However, upon reviewing your photos I believe the N145 Return Shell is actually the component that was damaged on your shipment. 
  

  Please See the attached photo you provided. 

  Desk shells (like the N101) do not have a grommet (hole cut for cords) centered on the top.  They also do not have a grommet cut in the back panel, this is only available on the Return.
  

  Instead of getting a replacement N145 ($195 part), you told us you needed the N101 (a $320 part). I've attached what you entered for the parts list and instructions sheet you provided on your claim noting which components were damaged
  

  Unfortunately, because we already replaced the part in accordance to your instructions, we are unable to send you an additional pieces at no charge.  Please contact our sales manager ****** if you wish to proceed with ordering another part. 

  Alternatively, you can send the extra N101 back to us in its original packaging at your expense, and wed be happy to send out the N145 that you need provided you cover the cost of shipping that replacement as well. Otherwise, if you wish to send this back, you are welcome to do so under our return policy. 

  Sincerely,
  

  Madison Liquidators

• Initial Complaint

  04/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2 (2 drawer hanging pedestals mahogany) Price $490.00 ($245.00 ea). Only 1 pedestal arrived, I notified company, filed a claim. They contacted shipping/delivery/manufacturer "no luck". *****, "As a resolution, wed be willing to cover the cost of drawers as a courtesy, but we would ask that you cover the cost of re-shipping item. The lowest cost shipping option I can find is $295.90 for the freight and required ******************* Shipping cost for the desk and 2 pedestals (Shipping: $167.20). She is making me pay for the product again, and shipping. I asked for my refund of ($245.00). ***** response "As I said previously, there is no coverage by either the carrier or the warehouse. The replacement is being offered as a curtesy. We are not able to just issue a full refund on that part. If your preference is to received a credit as opposed to a replacement we can offer you a 50% courtesy discount on the drawer, which is $122.50 plus tax". I contacted an attorney Attorney ************ he recommended that I file a Complaint with the ********** of ******** Protection against the company. "They will investigate the matter for you, and can hopefully provide some resolution for you. If nothing gets resolved the attorney will proceed going forward. Order Number: 14857-164800 Order Date: 02/26/2023 I want a refund (not a credit) of the product I did not receive of $245.00.Owner Response "Madison Liquidators is extending curtesy options which leave us in a position of having no profit on your order, and that is something were willing to do. We are not willing to lose money on the transaction when we were more than clear about how to receive and when these issues would need to be reported. I will await contact from complaint/ provide them all necessary information as they request it. Should you chose to file a suite/have your attorney contact me, I will go ahead/so the same for them. I will also go ahead and process the 50% refund on the item and close the claim.

  

  Business response

  04/17/2023

  To Whom it May ******************** client placed an order though our web portal on 2/26/2023 (see attached receipt).  This was their second order though our site.
  Please note that the very first line of our delivery receipt states the following:
  Thank you for shopping with us! If you have purchased items that will be delivered by freight, it is important to read this document which will guide you through the process of receiving your items: *****************************************************
  
  This message is also displayed at the top of the order confirmation page after an order is placed though our site. 
  Additionally, we send another email titled Freight Receiving Checklist for your order #... to each client prior to their delivery.  Please see the attached PDF for this email.
  We also send the link again on our Tracking email (See attached pdf) and ask for a 4th time that our clients review these receiving instructions prior to receiving their shipment.
  In Step 1, we instruct on where to find the necessary documentation. 
  In Step 2, we instruct on how to inspect and note any discrepancies. 
  Step 4 includes information on the time frame for contacting Madison Liquidators regarding any hidden defects or discrepancies.
  Please see the attached delivery receipt from 3/10/2023 where the shipment was signed for free and clear.  There is no note of missing items.
  This client did not contact Madison Liquidators until 3/20/2023,10 days after delivery to notify us of the missing item.  At that time, we verified with the manufacturers warehouse that the shipping weight was inline with the weight of the expected items.  It was.  We also asked the carrier to complete a dock search which took several days. Ultimately, they were unable to locate this item this client claims to be missing.
  Because the discrepancy was noted outside the allotted timeframe and we are unable to verify this was a shipping issue, there is no coverage by the carrier.  This client also did not provide any of the necessary documentation or images requested by our Claims team to properly process their claim. 
  Instead of denying their claim though, we offered to cover the cost of claimed missing item as a curtesy if the client would cover the cost of shipping as a compromise.  The client did not want to proceed with that option and insisted we issue a full refund for the item they claim to be missing. We reminded them that there is no coverage as none of the receiving policies and timelines had been followed, so we could issue a curtesy refund of 50% of the cost of the item.    
  The client demanded a full refund of the item.  We reminded them again that these options were being offered as a curtesy.  Unfortunately,because the receiving and reporting policies and procedures were not followed,there is no coverage from either the carrier or the manufacturer on this shipment.  We issued a refund to this client in the amount of $122.50 on 4/14/2023 and closed their claim.
  Please let me know if you have any further questions or concerns.
  
  Sincerely,
  
  ***********************
  Madison Liquidators
  www.madisonliquidators.com
  ***********************
  ************************************** Ste. 6
  *********, ** 53562 
  

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Ive asked for a replacement and the owner was going to make me pay the full price of the pedestal and shipping when ***** refused to replace item (after jumping thru their hoops, calling the company, filing a claim, waiting and calling day after day for any updates, being accused of yelling at their rep and they would only communicate via email, I contacted the owner). When she tried to make me pay the full price for the replacement and shipping I stated I wanted a refund for the product (not even the shipping). I even showed her there were only 3 weights on the shipping invoice and only 3 boxes that arrived. The delivery driver wraps it up in wrap on their truck before letting customers inspect it and leaves it outside the building instead of bringing it inside. Since the owner quoted the price of the pedestal it was the full price and not a discount I requested a full refund as I did not get the complete order. The owner mentioned she could only do a 50% credit in her emails. I didnt want a credit to their company after finding out what they do to their customers on line and trying to make me pay full price.The owner refused my claim and immediately pushed thru a 50% refund only and closed my claim. Uneducated business owner cant even spell words correctly and bullies the clients to fall within their guidelines of timeframes. It was one pedestal that was paid in advance, with the agreement it be delivered. Instead the customer ends up losing money based on the error on the manufacture or the delivery company but Madison Liquidators takes no accountability for the consumer-bad business practice. I want the other part of my refund $122.50 in order for this complaint to be resolved (this doesnt even count the shipping I paid). I know my consumer rights and I paid for a product I didnt receive, I filed a claim, I had to follow-up with them daily to even get an update and all they did was blow me off. They owe me the other $122.50 and if filing with an attorney is what it takes Im prepared, as a business owner I would never do this to a customer if they didnt receive what they paid for.Keeping half the money is stealing from the consumer.
  

  "Madison Liquidators is extending curtesy options which leave us in a position of having no profit on your order, and that is something were willing to do.  We are not willing to lose money on the transaction when we were more than clear about how to receive and when these issues would need to be reported.  I will await contact from DACTP regarding your complaint and will provide them all the necessary information as they request it. Should you chose to file a suite or have your attorney contact me, I will go ahead and so the same for them. I will also go ahead and process the 50% refund on the item and close the claim. Thanks, *********************** Madison Liquidators"
  
  Regards,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩