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:06/01/2023

  Type:Billing 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.

  On November 19, ***************************************** black and gray color. I received four chairs in the color shiitake, which is a brown from the company called **** ****** I called and emailed them to do an exchange and get the matter corrected. They refused to work with us saying that this is what we ordered but if you look at my purchase order it calls for gray and black chairs if you look at the box, it says ******** and black thats not what I ordered they refused to help us. Had we known they had an extensive history on sending the people the wrong items we would have never ordered from them. They refused to help us or give us a refund all we wanted was an exchange for the right . chairs that I ordered now I want a refund and they refuse to do it.

  Business Response

  Date: 13/01/2023

  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 ************** on November 19th, 2022 for 2 x Atlin Designs ****" Wood Dining Chairs in Black/Gray (Set of 2 )
  
  The buyer contacted the seller in regards to a color discrepancy where the box stated Shitake as the color.  The seller requested photos and was provided with photos of the box and *** of the item which indicated that the correct *** had shipped.
  
  The color discrepancy was shown to the manufacturer who had advised that Shitake and grey are one in the same.
  
  The seller then provided free labels to the buyer to return the item.
  
  Once the return tracking showed movement, the seller refunded the buyer in full ( $348.14 ) on December 12th, 2022 to the original payment method that was used.
  
  As such since the refund was completed, we consider this issues as resolved and closed.
  
  Please accept our most sincere apologies for any inconvenience. 
  
  Regards, 
  
  Cymax Support Team
  
  

• Initial Complaint

  Date:30/12/2022

  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.

  In April of 2022, I purchased 2 bookcases from Cymax through ******. Before opening the boxes, I started a refund which was accepted and I returned the bookcases to the address listed in the ****** Return details. We received confirmation of the return but have still not received the refund of $357.96. Cymax is a company that sells Sauder Furniture through ****** but there is no way to reach the company. No one replies to emails nor does anyone EVER answer their phone.

  Business Response

  Date: 05/01/2023

  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 Cymax on a 3rd party marketplace on 4/24/2022 for * * * ***** bookcases.
  
  The items were delivered to the buyer on 4/29/2022. 
  
  On 4/30/2022 , the buyer advised that they wished to return the item.
  
  The seller facilitated the buyer's request, provided return labels to the buyer with return instructions advising to return the items to an address located in Sterling, Virginia.
  
  The buyer advised the seller that the items were returned to Archibald, Ohio, however the buyer did not provide any return tracking information.
  
  On December 31st, the seller requested the buyer to provide valid return tracking information so that the return could be verified and closed with a refund.
  
  To date, as of January 5th, the seller has not received a response from the buyer providing return tracking information that can be verified.
  
  Please accept our most sincere apologies for any inconvenience. 
  
  Regards, 
  
  Cymax Support Team

• Initial Complaint

  Date:30/12/2022

  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.

  Merchandise was ordered November 27 2022 still no tracking number ,no information when my paid merchandise is being delivered and why. Customer service will not contact to let me know. Have tried over 9 messages for help never get an answer when being delivered. I just want my merchandise and wish could have it delivered. Please respond if notify them so I’ll know if problem will be resolved thank you.

  Business Response

  Date: 05/01/2023

  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 11/27/2022.
  
  The buyer reached out to the seller several times inquiring the whereabouts of the item.  
  
  After several attempts at contacting the manufacturer the seller was able to provide the buyer with tracking information of the shipment.
  
  Once the shipment is delivered ( Estimated - 01/06/23 ), the seller will reach out to the buyer to close the issue out together.
  
  Please accept our most sincere apologies for any inconvenience. 
  
  Regards, 
  
  Cymax Support Team

• Initial Complaint

  Date:20/12/2022

  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.

  I purchased a product on 11/26/2022, and received it on 12/2/22. My complaint is that the size of the product is significantly bigger than the specs shown on the website, so I am not able to use for the intended space. Website specs are 26"x26"x15" but it is actually 26"x26"x26". Therefore, I no longer want the product but given discrepancy, I don't want to pay for return shipping. In efforts to contact them for return authorization, they don't answer the phone but have a message to e-mail them. Which I did on 12/2/22. They responded on 12/3/22 asking for specific info...the sku ******** and pix of outside of the box proving receipt (attached). I replied on 12/4/22 with the requested info. No response. I e-mailed that if they didn't help with a solution, by 12/12/22, that I'd be contacting BBB to file a complaint. When no response, I re-emailed them twice more to follow up. On 12/11/22 they repeated the request for sku and picture, as though they never received my e-mails. I delayed contacting you, and re-sent them the requested info. I've since e-mailed Cymax 2 more times trying to get a resolution, and repeating my plan to contact BBB on 12/19/22 if I didn't hear back from them. Which I haven't. Hence my complaint. All I want is a refund or a pre-paid return authorization. Given the discrepancy, I don't want to pay for the return shipping, per their standard return policy, as I never would have ordered it if I'd known it would be that big. Copied from their website: "In the rare case that you receive an incorrect product, or it does not match the descriptions of what was ordered, please contact us within 30 days of delivery to product..." https://www.cymax.com/Noble-House-Regatta-Bay-PET-Yarn-Rectangular-Ottoman-Pouf-in-Red-Orange-308025.htm
  Thank you for your help in resolving.

  Business Response

  Date: 22/12/2022

  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 on our website Cymax.com on 11/26/2022.
  
  The item was delivered to the buyer on 12/02/2022. 
  
  On 12/02/2022 , the buyer advised that they were unhappy with the size / dimensions of the item.
  
  The seller facilitated the buyer's request, provided a return label, and refunded the buyer in full on 12/21/2022
  
  While we truly apologize for any delayed responses , please understand we are dealing with a higher than usual volume in all areas during our peak season.
  
  We will be following up with our Management team to see if we can accommodate situations like this more efficiently moving forward.
  
  Please accept our most sincere apologies for any inconvenience. 
  
  Regards, 
  
  Cymax Support Team

  Customer Answer

  Date: 23/12/2022

   
  
  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.

  I’m happy to report that my dispute with Cymax has been resolved. They have refunded the cost of the product and sent me a prepaid return label for the return, which I will do tomorrow. 
  
  Thank you for your help, have a wonderful holiday!
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:14/12/2022

  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.

  I ordered chairs valued at nearly $1,536.33 from Cymax.
  They arrived and were the wrong item/color.
  I immediately contacted them to exchange or obtain a refund.
  Their communication was that a refund was in process therefore I reordered the chairs again.
  Those chairs arrived and were fine. I did not open either shipment of chairs and was waiting for
  the original refund. The company assures me a refund was issued but it never was.
  At this point I just wanted to return everything and forget the entire transaction.
  I reached out to them and asked for a return of all products to get a complete refund of everything.
  They are now ignoring my initial request and my request to return the additional seating.
  Their last claim was their records indicate a refund was issued and it was my bank's problem.
  I spoke with my bank and no such refund was ever initiated.
  That said, everything was through ****** and I have never had issues with payments or refunds through them.
  
  I just want to send all the chairs back and get fully refunded.
  There is a total of 12 chairs and the total is $3,072.66
  Please settle this soonest. This isn't a way to conduct business. ***** ****** ***** *** ** *** *** **** ***** **** **** ******** ********** ******* **** ******** *** ***** ***** ********** 
  
  I have all receipts and communications should you require further documentation.
  
  As a note:
  I did order several other items on that order that came as described and have paid for and will be keeping them so this isn't just a scam or ploy. The items (chairs / all 12!) are brand new, never used, in their original sealed packaging so there should have been no problem issuing and RMA and refunding me.

  Business Response

  Date: 16/12/2022

  
  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 -
  
  First the seller would like to point out that the name of the complainant is not the same name of the buyer in all of the mentioned purchases. The buyer and recipient in 2 of the mentioned orders are not the same name as the complainant name posted on this complaint, however has the same address and relative details provided in the complaint.  The complainant name is only referenced in our system as the buyer for the purchase of 1 swivel chair mentioned below on October 4th.  
  
  The buyer made a purchase on September 28th for the following - 
  
  3 * ******** ********* **** ****** ****** Dining Chair ** ***** **** ** ** ******** *** ********
  ******************************************************
  
  1 x ****** ***** *********** Cocktail Table ** ****** **** ******** *** ********
  ******************************************************
  
  5 x ********* ****** *** Swivel Counter Stool ** ******* ****** ******** *** *******
  *****************************************************
  
  The buyer reached out to the seller on October 3rd at 328pm -
  
  ***** ***************Good afternoon. I ordered 5 ********* ****** stools. 3 arrived today. Out of the 3 one of them had a manufacturing defect. The plate where 1 of the legs bolts onto is extremely bent. The leg will not attach. Please advise soonest. Looking for a new replacement. Thank you.
  
  Options were provided to the buyer to which the buyer requested a refund for the stool with the leg issue above. A refund was submitted for the stool on October 4th which had failed with the receiving party and was resubmitted and completed on October 20th.
  
  The buyer reached out to the seller on a separate thread on October 6th, at 946 PM -
  
  Good evening. 
  I just received my order and I got black chairs. I wanted the chairs in gray. 
  Please advise how to correct this. 
  Thank you.
  
  Above one can note that the chairs purchased on this purchase were for - 
  
  3 x ******** ********* **** ****** ****** Dining Chair in Black **** ** ** ******** *** ********
  ******************************************************

  This is shown on the receipt of the purchase as well as the email confirmations sent to the customer confirming the purchase on the day of purchase. ( September 28th )
  
  Since the items that were ordered were also the same color as the item received as referenced by the buyer, this would fall under a Buyer's Remorse return and subject to the seller's Standard Return Policy. 
  
  ***********************************************
  
  As per the Standard return policy, once the items are returned to the location provided in good condition in the original packaging then a refund can be submitted to the buyer.
  
  On October 4th at 857 PM the buyer made another purchase for - 
  
  1 x ********* ****** *** Swivel Counter Stool ** ******* ****** ******** *** *******
  
  This shows as delivered on October 10th without any issues reported.
  
  On October 8th, the buyer sent a photo showing that they had in fact received the correct item showing boxes of *** *** *******.
  
  On October 11th at 748 PM, the buyer made another purchase for the same 6 chairs in gray before any resolution had been completed on the original order.
  
  3 x ******** ********* **** ****** ****** Dining Chair in Gray **** ** ** ******** *** ********
  
  Our records show that all 6 of these chairs were delivered on October 19th without any issues reported.
  
  No other issues had been mentioned with any of the 3 related orders after October 11th.  To date, the seller is still awaiting the return of the 3 x ******** ********* **** ****** ****** Dining Chair in Black **** ** ** ******** *** ********.  Once returned, in good condition, and in the original packaging, the buyer will be refunded in full for the 6 chairs ( $1379.97 plus taxes @ 8.5% - $117.30 for a total of $1497.27 ).
  
  Going through all of the communications with the buyer, we can see that there were some messages written in error 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. 
  
  If the buyer would like to agree that the wrong color was purchased on the original order, then in a gesture of goodwill, the seller is willing to accommodate the buyer with free drop off return labels to assist with the return of the chairs. Once returned, in good condition, and in the original packaging, the buyer will be refunded in full for the 6 chairs ( $1379.97 plus taxes @ 8.5% - $117.30 for a total of $1497.27 ).
  
  Otherwise, any further returns will be subject to the seller's Standard Return Policy and the buyer will be responsible for the costs of all return shipping for returning all items in good condition and in the original packaging along with any re-stocking fees associated with the return.
  
  We will await a response from the buyer on this complaint. 
  
  Please accept our most sincere apologies for any inconvenience. 
  
  Regards, 
  
  Cymax Support Team

  Customer Answer

  Date: 19/12/2022

  
  
  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:01/12/2022

  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.

  Purchased a dresser through ******, then the dresser went on sale, so I re-purchased it at the sale price. I immediately called ****** to return the more expensive dresser (as it was within the return window) & they said it was from a 3rd party seller, so I'd have to coordinate through that seller. After calling & emailing Cymax offered me a 25% credit to keep the 2nd dresser without addressing my request for a return of the 1st. When I kept pressing about the return since I don't need 2 dressers, they ignored my emails (you can only communicate with them through email ****** *** ** *** **** *** **** ************). Now they're trying to charge me $50 to return the 1st dresser & trying to pretend they didn't offer me 25% off the second so either way I have to pay them EXTRA $$$! Also, NOWHERE did it say anything about having to pay for return shipping when I bought either dresser. It was literally advertised as "FREE delivery and returns available until 1/31/23"! I offered to cancel or refuse delivery of the 2nd dresser since it had only just shipped & since Cymax didn't address my return request (which made me presume they didn't want to pay for the return shipping) & they continually never responded. They only responded again after I went through ****** a 2nd time & explained the situation to them & recounted it on their internal email system to Cymax so it was "on the record". To which they still tried to ignore the fact that I'd been continually asking them about cancelling the order & getting it shipped back to them through refusal to help them out & are STILL trying to have ME pay the return shipping for something that was their fault! I want my FULL refund & this 1st dresser sent back free of charge!

  Business Response

  Date: 12/12/2022

  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 on November 9th, for an * ****** ****** Dresser from us as a seller on a 3rd party marketplace. The item was delivered on Nov 16th without any issues reported. The buyer had initially reached out requesting a price match on the original purchase which was declined.  The buyer then made a purchase of the same item on Nov 26th and requested a return for the original purchase on this same day.
  
  Looking through our records, the seller can see a missed opportunity with the buyer in regard to a price-match. 
  
  The seller has since reached out to the buyer and resolved the issue.
  
  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, 
  
  Cymax Customer Support

• Initial Complaint

  Date:30/11/2022

  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.

  What October 13 of this say I purchased a sectional couch on the ******* website, from a seller called Holmes Square. I was scheduled for delivery three times and was canceled for that inconvenience. I was given a 10% discount. I thought delivery date was set on the couch was delivered when I checked the delivery I discovered I was sent a left-hand L connection. I’m not the right hand connection. I ordered it. I called ******* ******* forwarded my completing to home square home square sent me an email offering me a 25% discount. If I would keep the merchandise I am full of them I could not keep it because I could not use it. That way my house is set up. If I should keep it and use it it would block my front door , but I would appreciate it. If they would come pick it up and bring me the ones I ordered they did inform me I can send it back but it would be to my expense for me to send it back. It would cost me anywhere from $880-$1100 which I cannot afford to do they do not want to work with me to do that. Want to send me another one they just like assistant, that I cited back at my expense I reached out to ******* several times back-and-forth ******* promised me on several occasions to send me a prepaid ticket to cover the expense of returning the item to the home square, but they never followed through up to yesterday. I contacted them three times trying to resolve the situation, *** *** *** **** ** * ***** * that’s ******* so I would be the one them to send me to the new one or give me a refund and pick up the one I have they have to give me until December 5 to return the product to them

  Business Response

  Date: 16/12/2022

  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 on a 3rd party marketplace for - 
  
  1 x **** Sectional **** ********* ********Color:Beige 
  ********** ** ********* ******* **** ** ****
  
  The buyer reached out to the seller advising that the item will not fit and that the item is the wrong facing item.
  
  The buyer sent several pictures of the item inside of the desired room. One of the pictures is indicative that the wall (with the door) would have been too small to host the item. ( 75-87" )
  
  The seller has requested additional photos of each end of each piece of the item in order to better understand if this was a manufacturer / listing error, or an error in purchase from the buyer.
  
  Once photos are received with each end of each piece , the seller will review the photos and provide further instructions for the buyer.
  
  We will await a response from the buyer on this complaint. 
  
  Please accept our most sincere apologies for any inconvenience. 
  
  Regards, 
  
  Cymax Support Team

• Initial Complaint

  Date:31/10/2022

  Type:Billing 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.

  Ordered a fireplace screen from Cymax ** ******. ***** * *******************. Returned the screen via *** on September 29, 2022. I have provided a *** receipt and tracking number confirming the return to both Cymax and ******. Cymax refuses to refund me. Cymax keeps asking for the “correct tracking number”. *** states the correct tracking number is on the return receipt. This has been going on for weeks. Cymax continues to refuse the refund.

  Business Response

  Date: 02/11/2022

  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 the purchase on September 8th, *** * ******** **** ****** ********* ****** ** ******** ******* Our records indicate that the buyer reached out to us
  after delivery and requested a return of the item.
  
  Return instructions were sent to the buyer from the seller.  However, the marketplace that the item was
  purchased on also sent return instructions which were sent in error. 
  
  The buyer ended up paying for an incorrectly addressed label and sending the
  item back to an unknown location for the marketplace and not the seller. 
  
  After speaking with the buyer, the seller was able to explain and resolve the
  situation as best as they could.

  
  I 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,

  
  Cymax Customer Support

• Initial Complaint

  Date:03/10/2022

  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 purchased a home office desk in Aug 31, 2022 for my husband *** *** ********. It was delivered in multiple broken pieces. We have sent photos and have yet to receive our refund. Can't talk to anyone on a phone, only way of communication is via email. Email says refund would be refunded in three days. It's been a month.

  Business Response

  Date: 25/10/2022

  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 the purchase on August 31st, for one (1) ******** *** * ****** Desk with Storage in ********* **** * ********** ***** 
  
  The item was delivered on September 7th without any issues reported.
  
  On September 12th, the buyer reached out advising that many parts were
  damaged or broken.  In response, the
  seller offered options including replacements and / or a credit to keep the item.
  
  The buyer requested replacing the full unit, however the manufacturer at that
  time advised that this was now on Back Order until June of 2023.
  
  The buyer then requested a full refund and advised the seller that this was
  purchased using a gift card.
  
  The seller then submitted a refund for the full purchase price of the unit and
  encountered a failed refund through our payment processor.
  
  Since then the seller has attempted the refund several times which was met with
  a failed refund each time.
  
  The seller has reached out to the buyer so that the issue can be resolved.
  
  Please understand we are dealing with a higher than usual
  volume in all areas. We will be following up with our management team to see if
  we can accommodate situations like this more efficiently moving forward.

  Once again, our most sincere apologies for any
  inconveniences this may have caused.

  Kind Regards,

  
  Cymax Customer Support

• Initial Complaint

  Date:22/09/2022

  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.

  Weeks have gone by with this unresolved situation. The item I received was a completely different product than the one advertised. After hours of being on hold to speak to a representative I was told to email pictures of the product I received which I did on September 13 and then received an email yesterday saying September 22 saying they had not received any response from me about my return and they would be ending my return. I re-forwarded the emails from me on September 13 this morning and still have no resolution. I am requesting a full refund of $231 and paid shipping for the return.
  
  Attached you will find the picture of my order which shows a petrol blue, very dark, and a very flat surface to be able to put drinks on for instance. What I received is a very light sea green bean bag completely opposite of what I was seeing in the picture.

  Business Response

  Date: 27/09/2022

  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 on August 25th, 2022, for a  ****** Pupillow Velvet Fabric Pouf.
  After the item was delivered, the buyer reached out to the
  seller advising that the item received was very different than the item that
  was purchased and provided photos.
  After speaking with the buyer, the seller provided a full
  refund of the purchase price after advising the buyer to donate the item.
  The buyer accepted the resolution and provided a donation
  receipt. The seller then refunded the buyer in full.
  We will be following up with our management team to see if
  we can accommodate situations like this more efficiently and in a better
  timeframe moving forward.
  Please accept our most sincere apologies for any
  inconvenience.
  Kind Regards,
  Cymax Customer Support

  Customer Answer

  Date: 29/09/2022

   
  
  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. After multiple calls and emails, I was put in touch with the person who could actually help, and Travis.K knocked it out of the park with incredible professionalism, kindness and respect; therefore, I will have confidence in doing future business with this company. 
  
  
  
  Sincerely,
  
  
  *** *******