Complaints

This profile includes complaints for Cymax Group Technologies Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cymax Group Technologies Ltd.

  200 4621 Canada Way Burnaby, BC V5G 4X8

• 

  Cymax Group Technologies Ltd.

  100 12020 Sunrise Valley Dr Herndon, VA 20191-3429

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:18/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against HomeSquare.com regarding a breach of the company's advertised return policy.On 8/27/2023, I placed an order with HomeSquare.com ****************** for two chairs and a loveseat. Upon receipt, it was immediately evident that both the loveseat and one of the chairs were defective, making assembly impossible. I contacted HomeSquare via email the day after receiving the items to initiate a return process, well within the 30-day return window as specified on their website.HomeSquare.com's return policy states they accept returns on our items within 30 days of receiving the item. Their return policy goes on to state, "Note: If your item has arrived damaged or defective, the above exceptions do not apply. You will not be charged a restocking fee or return shipping." However, in response to our initial contact, the company provided a return address but imposed the responsibility of covering the return shipping costs squarely on us. The shipping costs for these furniture items are nearly as high as the original purchase price.We subsequently requested HomeSquare to adhere to their own policy by providing prepaid return labels or reimbursing us for the return shipping expenses. Regrettably, our requests have gone unanswered, and we have been met with silence from their customer service team. This not only contradicts their stated policy but also raises serious concerns about the company's commitment to consumer rights and fair business practices.We made several more attempts to contact them after this, and every time covering return shipping came up, they would stop responding. We attempted to call them with no response.It is evident that HomeSquare.com is in violation of its own return policy, ******* ***** ********* ****** *** *********** *** ********* **** ******. We would not have chosen to make this purchase if we had known that HomeSquare would fail to honor their stated policy regarding returns for defective items.

  Business Response

  Date: 19/09/2023

  Hi ****, 

  We sincerely apologize for the issues you have encountered with your order and we hope we can get this rectified for you ASAP as your satisfaction is our #1 priority. We will have one of our **************** Specialists reach out to you today to assist with your pre-paid return. We look forward to speaking with you. 

• Initial Complaint

  Date:31/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted my order from cymax side company homesquare on 7/3/2023 and received my order on 07/18/2023. I emailed them that night that my table top was damaged and they emailed me back that same night letting me know to send pictures of the damaged table top along with provide the damaged part number(s)/letter(s) all that was sent to the on that same night 07/18/2023.I heard nothing from them. I had to resend my email multiple time to them before they even acknowledged that they received it.07/20/2028- I emailed homesquare again and also forwarded the email thread to cymax customer service and to ***************** and they finally email me and to tell me that they were waiting for the manufacture regarding the replacement they said they would get back to me in 3 days and I have not heard back from them I emailed them back and nothing Now its 07/28 a week later and have not heard anything from them and you cant even call them because they dont have a customer service number that works.

  Business Response

  Date: 04/08/2023

  Revised:
  
  **July 18:**
  An email was received from the customer reporting damage to a table and requesting a replacement. The customer included pictures of the damaged item.
  
  In response, on the same day, we acknowledged the customer's request and asked for further details and pictures of the damaged parts. 
  
  **July 18 - July 20:**
  Subsequent to our initial response, we received emails from the customer on July 18, 19, and 20. The customer provided information about the damaged part, specifically referencing "*******," and also submitted accompanying images of the damage.
  
  On July 20, the customer reiterated that they had already informed us about the damaged part, mentioning their initial report on July 18. They expressed concern that we might not have received their previous communication and resent the emails multiple times to ensure our receipt.
  
  During this interaction, the customer indicated their need for a complete replacement of the tabletop.
  
  **July 20:**
  In response to the customer's request for a replacement, we assured them that we had initiated the necessary procedures to arrange for a replacement item.
  
  **July 26:**
  We maintained communication with the customer on July 26, informing them that the replacement process was still in progress.
  
  **July 28 - August 1:**
  The customer sent follow-up emails on July 28, 31, and August 1 via email, emphasizing their desire for a prompt resolution to the issue. We encountered a delay in responding to these emails and were only able to address them on August 1.
  
  **August 1:**
  On August 1, we notified the customer that we had recently received the reorder information. We explained that we were waiting for the replacement team to proceed with reordering the damaged part. Additionally, recognizing the inconvenience caused by the delay, we offered a partial refund of $71.08.
  
  **August 2:**
  Taking further action, we reordered the required part for the customer under the replacement order number ***************.
  
  **August 4:**
  On August 4, the customer indicated their acceptance of a partial refund of $171.08, an amount higher than our original offer of $71.08. They also inquired about the current status of the replacement order, specifically if it had already been shipped.
  
  As for the replacement order (***************), it is still within the estimated shipping timeframe of August 3, 2023, to August 10, 2023.
  
  Our intention is to promptly respond to the customer, apprising them of the estimated shipping date. Additionally, considering the inconvenience they have experienced, we are prepared to approve the higher $171.08 partial refund.

  Customer Answer

  Date: 11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  they stated my item will ship from August 4-aug 10 and I will get an email when it had shipped. I received an email on August 4 saying it had shipped but that email was a lie my item had NOT shipped it was only registered with the shipping company. I follow the tracking number from the email and to this day all it says is that the order has been registered. 

  ********************************************************************

  The only reason why I took the refund was because I thought they were being honest and my item had in fact shipped when it hadnt. It is now Aug 11 and my replacement item has still not shipped and it feels like it is not going to be shipped. I am being lied to believe like they are shipping it when it fact they NEVER shipped it. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 17/08/2023

  ******** ****** ***************
  ***** ***** **** ** ****
  ********* ************
  ******** ************ *********
  ******** ***** *********
  
  The initial table arrived damaged on July 18, leading to the customer requesting a replacement. The part ******* was identified as needing replacement. A replacement request was sent to the manufacturer on July 20.
  
  Replacement for part ******* was reordered on August 2, 2023, under replacement order ***************. Estimated ship date: Thu, 03 Aug 2023 - Thu, 10 Aug 2023. We offered a $71.08 discount due to the delay, which was accepted by the customer.
  
  Follow-up email sent on August 4 with the estimated ship date, refund confirmation, and alternative options.
  
  Replacement Order: ***************
  Tracking: ************
  Carrier: Metropolitan Warehouse
  Delivery Scheduled for 08/24/2023
  
  Despite the estimated ship date of August ****, unforeseen delays occurred. The carrier picked up the item on August 14, and delivery is now set for August 24.
  
  In light of the inconvenience, we can offer an additional 20% discount to the customer to retain the order and await the replacement part's delivery.

• Initial Complaint

  Date:24/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order: *************** Date: July 3, 2023 Quantity: 2 ***************************************** Anaheim 24" Wall Cabinet in Royal Navy Total Price: $583.18 I purchased these two cabinets and noticed paint (matching the cabinets) on the outside of both delivery boxes. Upon opening both items, there was significant damage on both cabinets. It seems these items were opened boxed items and sold as brand new. The pictures with highlighted items show the dings, scratches, marks, and paint leakage on a microfiber cloth (with NO product on the cloth) as written in the instructions. Both shipping boxes have dark blue paint, proving the paint is rubbing off. Additionally, upon further inspection, wood backing is missing from one of the cabinets. See the word document for images. I want a full refund. I contacted customer service on July 11th, and they asked for pictures. I sent them pictures and have not heard back in three days. ***** ** ** ******** ******* ***** **** ***** ***** ** *** ***** ** ******* **** **** ********

  Business Response

  Date: 26/07/2023

  On July 11, we received an email from a customer reporting multiple issues with the items they purchased. These issues included scratches, rub marks, wood dust, and paint rubbing off, making the items appear used. The customer expressed their desire to return the items.
  
  Over the next few days, we exchanged emails with the customer to confirm the issues and discuss the return process. However, there were delays in responding to the customer's inquiries, leading to frustration on their end. On July 13, we received a 1-star rating from the customer, expressing their dissatisfaction with the product's condition.
  
  Finally, on July 17, we addressed the 1-star rating and asked the customer for photos to further understand the issues. The customer provided pictures showing the damages, and we offered them options for a full refund, replacement, or a 40% credit to keep the items.
  
  Resolution:
  
  We took action to resolve the situation by processing a full refund for the customer and requesting damaged call tags for the return of the items. Customer has been notified as well. 
  

  Customer Answer

  Date: 27/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:28/06/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a dresser on 5/27. The metropolitan delivery service they used refused to deliver it for 3 weeks. They finally delivered it 6/24 and it’s damaged. I contacted Cymax throughout the delivery issues and regarding the damage to 5 of the 6 drawers! No one wants to respond! I cannot use this trash and I will not be stack with a $1000 dresser that is damaged at delivery!

  Business Response

  Date: 28/06/2023

  Hello,
  
  
  Please find below a summary of the events that have unfolded:
  
  
  06/16:
  - ******* ****** contacted us regarding a delay in her delivery and requested a delivery time after 5 PM on June 17 due to her unavailability during business hours.
  - We promptly informed the carrier about the customer's preferred delivery time.
  
  
  06/17:
  - The customer reached out again, stating that her order had not yet been delivered, and requested a full refund.
  
  
  06/21:
  - To resolve the situation, we offered a 25% partial refund to the customer, allowing her to keep the order and proceed with the item's delivery. Alternatively, we offered the option of returning the item for a full refund.
  
  
  06/23:
  - Metropolitan Warehouse confirmed that the delivery was scheduled for June 24.
  - The item was successfully delivered on June 24.
  
  
  06/24:
  - However, we received an email from the customer stating that the item was damaged. ******* requested a complete replacement or a full refund.
  
  
  06/27:
  - We contacted *******, requesting specific part information and pictures to facilitate the replacement process with the manufacturer.
  - ******* responded, mentioning that the item arrived assembled and she specifically required replacement drawers.
  - We promptly reached out to the manufacturer regarding the replacement of the drawers. However, we received their reply today, indicating that they do not have any replacement drawers in stock.
  
  
  06/28:
  - As the customer requested a full refund and no replacement drawers are available, we will submit a full refund request in our system.
  - The refund should reflect on the customer's original method of payment within 2-3 business days.
  
  
  We will inform ******* about the refund and advise ******* to please hold onto the item for 10 business days. If the carrier does not to pick the item up by the 10th business day, ******* may dispose or donate the item. 

  Customer Answer

  Date: 29/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:04/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30, 2023, I ordered a ****** Series 9 Wooden Queen Storage Bed with Floating Headboard in Black with order number ***************. I then decided I didn't need it, so I sent an email on May 3, 2023, to Customer Service (since they don't have a phone number) to cancel the order.
  
  They claimed, "** ********* *** ************ ******** ** ******** *** ************ ******** ************** ** **** ******** ** *** ************ **** **** ***** *** ******* **** ******* *** *** ************ ******* *** ********* *** ** **** *********** ************* ** ***** **** ** ***** *** * ** ******* ******* ****** ** **** ********** ***** ***** ** *** ******* *********** ****** *** ****** ** **** *** ***** ************** ** *** ******** * ****** ******* **** *** ****** ****** *** *** **** ** **** **** ******"
  
  I doubt they actually contacted the manufacturer bc they are trying to force me to pay restocking and return shipping fees. I asked them in several emails to cancel the order, but they kept refusing. I DO NOT WANT THE ITEM ANYMORE, and I called *** to cancel the delivery but they told me only the vendor can do that. I can't get a hold of anyone at Cymax nor at the the manufacturer ******. ALL I WANT IS A FULL 100% REFUND WITHOUT BEING CHARGED RESTOCKING OR RETURN SHIPPING FEES.

  Business Response

  Date: 15/05/2023

  Hello,
  Thank you for your time today, although we do wish it were
  under better circumstances.
  Here is a brief overview of the events that took place -
  The buyer made a purchase from the seller on Cymax.com , on
  April 30th, 2023 for 1 x ****** Series 9 Wooden Queen Storage Bed with Floating
  Headboard in Black.
  At the time of purchase the delivery estimates provided were
  showing as delivery on or before May 8th.
  On April 30th, the buyer reached out advising the seller
  that they had not received an order confirmation of the purchase.  The seller then responded advising this
  should be sent within the next 1-2 business days.
  On April 30th, the buyer also reached out asking "Why
  does the delivery take so long". 
  The seller responded by advising the buyer that once tracking was
  provided from the manufacturer, a more realistic timeframe could be
  established.
  On May 1st, the seller provided the buyer with an order
  confirmation email as promised in a previous communication.
  On May 3rd, at 12:01 pm, the seller advised the buyer that
  the item had shipped.  The seller
  provided the buyer with tracking information at this time as well.
  On May 3rd, at 15:07 pm, the buyer reached out to the seller
  stating, "Please CANCEL this order today."  The seller then notified the buyer that since
  the item has shipped, unfortunately the request to cancel the purchase was
  declined by the manufacturer.  The seller
  also advised the buyer that a return could be initiated should they not wish to
  go ahead with the order.
  On May 3rd, at 15:18 pm, the buyer stated "I do not
  want the item. I need a 100% refund." This was followed by another message
  from the buyer "PLEASE INITIATE THE RETURN".
  On May 9th, since the order had already shipped, the seller
  advised the buyer to refuse the item on delivery if the item made it to that
  point, but also that the seller would try their best to turn the shipment
  around.
  On May 12th, the seller was provided with confirmation that
  all 5 packages were showing as returning to sender.  At this time the seller initiated a full
  refund of the purchase as per the customer request.
  On May 14th, the refund was processed back to the
  buyer.  The seller advised the buyer that
  the refund would take approximately 2-3 days to process back to the original
  method of payment.  At this point the
  seller considered this issue as resolved.
  The seller will be following up with their management team
  to see if they can accommodate situations like this more efficiently moving
  forward.
  Once again, please accept our most sincere apologies for any
  inconveniences this may have caused you.
  Kind Regards,
  Cymax Customer Support
  Cymax Group Technologies Ltd.

  Customer Answer

  Date: 23/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:11/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sofa thru ******* with Homesquare being the original shipper. They promised my item during a week my kids were on spring break. ** received an email stating that there was a delay. I teied to cancel the shipment but couldnt. The item showed up next day and sat unattened because i was at a hockey tournament. They boxes are completely damaged, sat in a snow bank all day, and look previously opened. I didnt open them but took into the garage. I have been emailing back and forth for 3 weeks. It took ******* stepping in for Homesquare to say they would give a refund but havent yet. I was to donate the item to charity in their name and have an appointment to do so but again i emailed them about my refund with no answer. I tried calling all available numbers and get a recorded message that disconnects at the end. I just want my refund due to delay in shipping *** ****** ******** ********** 

  Business Response

  Date: 18/04/2023

  Hello,
  
  Thank you for your time today, although we do wish it were under better circumstances.
  
  Here is a brief overview of the events that took place -
  
  The buyer made a purchase from us on a 3rd party website, on March 12th, 2023 for 1 x ****** ********* ********* ****** ********* Sofa with Ottoman in Light Gray.
  
  Our records show that the item delivered in 3 packages, 2 were delivered on 3/18/2023 and a third package was delivered on 3/21/2023 without any issues reported.
  
  After delivery occurred , the buyer requested a return and the seller requested photos of the damaged item.
  
  On March 29th, after some issue with the return processes,the buyer was advised to donate the item to a charity organization of their choice. The buyer was also notified of a full refund back to their original method of payment.
  
  On April 7th, the buyer reached out advising that they had not seen a refund yet.  The seller recognized the error, and a full refund was re-submitted through the 3rd party website.
  
  The seller has since reached out to the buyer to make sure the issue has been resolved.  The seller is still awaiting a response form the buyer but is certain that the issue has now been resolved.
  
  We will be following up with our management team to see if we can accommodate situations like this more efficiently moving forward.
  
  Once again, please accept our most sincere apologies for any inconveniences this may have caused you.
  
  Kind Regards,
  
  Homesquare Customer Support
  ********************

• Initial Complaint

  Date:27/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a table via ********* from **************. I reached out last month due to the chair legs being uneven. I sent them a picture. The balancing screws, even if they are all they way out, still do not balance the chair. There is a good 1 inch difference in most of the chairs. I have waited almost a month for a reply. Their last comment was - we will check to see if we can replace the chairs or submit some type of discount. I have yet to hear from them to fix this issue. I paid over $500 for a table whose chairs are uneven and I want them to be replaced or some type of discount given so I can at least get other chairs. Their unresponsiveness is extremely disturbing. Their last email was from February 27, were they mention that they will let me know if a replacement is approved. On top of that, the screws keep coming off the other chairs because they have to be pulled out so far to attempt any type of balance.

  Business Response

  Date: 29/03/2023

  Hello,
  
  Thank you for your time today, although we do wish it were under better circumstances.
  
  Here is a brief overview of the events that took place -
  
  The buyer made a purchase from **************, on a 3rd party website, on January 7th, 2023 for 1 x ****** ******************** Dining Table Set in Mediaum Oak.
  
  On January 14th, the buyer contacted the seller in regards to the item not matching their existing furniture.  The seller was able to come to a resolution with the buyer and the issue was resolved.
  
  On February 24th, the buyer contacted the seller in regards to the balancing screws and the chairs being uneven and wobbly.  Updated records indicate that the seller was able to resolve the issue with the buyer on March 29th, 2023.
  
  We will be following up with our Management team to see if we can accommodate situations like this more efficiently moving forward.
  
  Once again, please accept our most sincere apologies for any inconveniences this may have caused you.
  
  Kind Regards,
  
  ********** Customer Support
  ********************

  Customer Answer

  Date: 30/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:27/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased 4 total lexicon ****** metal counter stools *****************/ brown 2 of them the screws are not holding and making them very unsturdy I have emailed directly numerous times to manufacturer They were purchased nov 15/2022 and still should be under warranty I have emailed ebay.com which told me past 30 days ALL I WANT IS A REPLACEMENT THAT IS NOT FAULTY OR A REFUND i have a *** address also which i ship to ********************************************************************* i am being flopped from company to company $ ****** usd is not worth all this frustartion and stress pls help

  Business Response

  Date: 07/04/2023

  Hello,
  
  Thank you for your time today, although we do wish it were under better circumstances.
  
  Here is a brief overview of the events that took place -
  
  The buyer made a purchase from Homesquare.com, on a 3rd party website, on November 4th, 2022 for 1 x Lexicon ****** Metal Counter Height Swivel Stools in Dark GrayBrown Set of 2.
  
  The items were delivered without any issues reported on November 15th, 2022.
  
  On March 12th, 2023, the buyer contacted the seller in regards to the item legs being wobbly and not sturdy requesting a replacement or a refund.  Since the length of time between receiving the item and reporting the issue was longer than the seller's 30 day return policy, the request for a refund was declined.
  
  On March 17th, 2023, the buyer filed a chargeback with their payment method with the 3rd party website where the items were purchased.   Currently the status of the Buyer Protection process is "under review".
  
  The seller has since reached out to the buyer and has advised of the options available as well as advising of the Buyer Protection case that is delaying a resolution process.
  
  Once a decision is made, the seller can provide an updated set of options to the buyer.
  
  We will be following up with our Management team to see if we can accommodate situations like this more efficiently moving forward.
  
  Once again, please accept our most sincere apologies for any inconveniences this may have caused you.
  
  Kind Regards,
  
  Homesquare Customer Support
  ********************

  Customer Answer

  Date: 28/04/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:15/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with the above mentioned company for 4 bar stools, for a total of $1,029.24, order number VCR-************. Description is ******** Extra Tall 34 Metal Bar Stool-Black Vinyl-Black Base with a weave pattern on the base. This item is clearly listed and is represented by Cymax on their website. When I received the stools they sent me 4 of the incorrect stools, I IMMEDIATELY contacted them about the problem. The only way you can contact this company is via email which I did. They proceeded to contact me back asking for photos, etc of the wrong product which I complied. To date I have sent the exact info over 6 times as they keep replying for the same information. I opened a dispute with my credit card company as well. To date-still nothing. I have never dealt with a company with such poor customer service, cannot speak to a representative only email

  Business Response

  Date: 20/02/2023

  Hello,
  
  Thank you for your time today, although we do wish it were under better circumstances.
  
  Here is a brief overview of the events that took place -
  
  The buyer made a purchase from our website Cymax.com on January 23, 2023 for 4 x ******** Extra Tall 34" Metal Bar Stool - Black Vinyl - Black Base.
  
  On January 27th, 2023, the buyer informed the seller that the wrong items were received.  At this time the seller requested images of the incorrect items.
  
  After receiving the photos of the incorrect items, the seller forwarded the information to the manufacturer to review.
  
  On February 13th, 2023, the buyer filed a chargeback dispute which was responded to by the seller's refund team. 
  
  On February 17th, after speaking with one of the seller's escalations specialists, the buyer was refunded in full back to their original method of payment.  The refund should be completed within the next 3-5 business days.
  
  The seller will be following up with their Management team to see if they can accommodate situations like this more efficiently moving forward. 
  
  Please accept our most sincere apologies for any inconvenience this had caused.
  
  Regards, 
  
  Cymax Support Team

• Initial Complaint

  Date:25/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Alexent 5-seat modern fabric sleeper sectional sofa w/ storage in dark gray on 11/24/22. The total purchase price of this sofa was $1,420.99.We were told we should get this by 12/16/22. However we only received 1 out of 4 boxes we have not received the rest of the sofa. The company used ***** freight company to deliver the sofa but they stated they lost the sofa. I was told to contact the company to file a claim. I have been reaching out to cymax for over a month now with no response. This was a large purchase and they have not tried to help resolve the problem. The order # is *************** Tracking #is **********. Please help.

  Business Response

  Date: 06/02/2023

  Hello,
  
  Thank you for your time today, although we do wish it were under better circumstances.
  
  Here is a brief overview of the events that took place -
  
  The buyer made a purchase from our website Homesquare.com on November 24th, 2022 for 1 x Alexent 5-Seat Modern Fabric Sleeper Sectional Sofa with Storage in Dark Gray.
  
  The buyer contacted the seller in regards to the item being late as the inital ***** by date was December 1st.  The buyer also notified the seller that only one package was delivered out of the 4 that were shipped.
  
  After several discussions with the carrier and manufacturer, the seller was advised that the rest of the shipment was lost in transit.  The seller then notified the buyer right away and provided the buyer with options.  
  
  The buyer chose to have the seller send a full unit replacement.   A full unit replacement was placed on February 6th.
  
  The seller will update the buyer with new tracking information once it is received and follow up accordingly until the buyer is satisfied with the result.
  
  Please accept our most sincere apologies for any inconvenience. 
  
  Regards, 
  
  Cymax Support Team