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.

close

Find a Location

Cymax Group Technologies Ltd. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:22/09/2022

  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.

  I ordered 2 ******* ****** Sofa Bed on 9/14/2022. The price was 766.48. Order number *******************. I received one ****** on 9/19. I immediately sent a message to Cymax and told them I only received one box. I then received a message from Travis K,Reputation Manager and he said he would find out where the other ****** was. He said I will call you back in an hour. I never received the call back that day. I then called him the next day and left a message. He called back about 4:40 on 9/21 and said I will reorder the chair but let me check *** ** first. He said I will call you back in 15 minutes . It is now 9/22 and I still haven’t heard anything from him. I called and left a message. I shouldn’t have to chase down my ****** that is paid for and I am tired of this back and forth with no results. As of now I am willing to send this ****** back and dispute the whole transaction with my credit card company. **** ****** *** ** ** ******** ** **** ** *** **** ****** ********* * ** ****** ** *** ****** *** **** ** ** ******* **** *******

  Business Response

  Date: 23/09/2022

  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 September 14th, 2022, for TWO
  (2) ******* ****** Sofa Bed in **** ** *** ***** ***** *** ****** ****** from
  our storefront on an online marketplace.
  On September 20th the buyer filed a complaint on the online
  marketplace advising that only one ****** had been delivered.  After investigating the issue, and as per the
  buyer request, the seller rep contacted the buyer advising that they had
  reached out to the manufacturer and were awaiting a response.
  
  Our representative kept the buyer informed at every step of the escalation and
  on September 22nd the seller representative called and informed the
  buyer that a new ****** would be shipped the next day.
  
  Upon reviewing , the seller has since also provided the buyer with updated
  tracking info and an estimated delivery of September 28th, 2022.
  
  Once the new shipment shows as delivered , the seller will consider this issue
  as resolved.
  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 all the
  inconveniences that you've had to incur for this purchase. 
  Kind Regards,
  Cymax Customer Support

• Initial Complaint

  Date:23/08/2022

  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 want to send a futon back and have received no label and this is to be free returns. The item was nothing as described and is damaged. I have tried to contact them multiple time and nothing! I want a full refund

  Business Response

  Date: 30/08/2022

  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 8th, 2022, for a Full Size Faux Leather Futon Mattress in Saddle Brown from our storefront on an online marketplace.
  
  After the item was delivered, the buyer reached out to the seller advising of some issues with the futon as it was not setting to form and was slipping off off the frame.
  
  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 provided and the issue was closed.
  
  We will be following up with our Management teams, both on the service side 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 all of the inconveniences that you've had to incur for this purchase.  
  
  Kind Regards,
  
  Cymax Customer Support

• Initial Complaint

  Date:22/08/2022

  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 3 piece bedroom set on August 17. I only got to the nightbstand and there already issues. I got the night stand with missing and defective parts. I asked for a refund based on the fact that it was missing the back support and the drawers were almost falling off the frame. This was not what was pictured. I logged a refund request. It was approved but now I'm being charged for return shipping. After speaking to several of their sales agents, they all confirmed that this should not be case. Getting a hold of a customer service agent was near impossible and they took forever to email back any response. I'm completely disappointed with the product and the lack of customer service. This is not ok. .

  Business Response

  Date: 30/08/2022

  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 16th, 2022, for a  3 Piece Modern Bedroom Furniture Set in Grey Oak from our storefront on an online marketplace.
  
  After the item was delivered, the buyer reached out to the seller advising of some issues with the nightstands and requested a refund.
  
  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 teams, both on the service side 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 all of the inconveniences that you've had to incur for this purchase.  
  
  Kind Regards,
  
  Cymax Customer Support
  
  

• Initial Complaint

  Date:22/08/2022

  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 ordered a bed from this company the first issue was that it arrived weeks after it said it would arrive so I was bedless in my new home for some weeks the second issue is the wooden parts of the bed that you need to put at the bottom were broken (some of them) and these were needed to build the rest of the bed I have tried to contact these people over and over & there has been no resolution it’s going on months now and I’m sick of it because I paid $1300 for a bed that should’ve been in perfect condition another issue was I realized that the broken pieces probably came from it being slang across in the truck because the box that it came in was ripped up as if somebody had tore it up or it was just thrown around in the truck With absolutely no care. I knew I should have ordered from this website because of the horrible reviews that I was getting but it was only site that had the bed that I really wanted. It’s going on months and nobody has been able to help me get my money back so this was my last resort

  Business Response

  Date: 31/08/2022

  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 June 9th, 2022, for a  ******** Furniture Candace Cream Velvet King Bed from the seller's website Cymax.com for $1068.99 + taxes for a total of $1133.13.
  
  The estimated ship date was by June 16th, the seller records show that the item shipped June 11th.
  
  After the item was delivered on June 29th, the seller does not have any direct records of contact for this buyer.
  
  The seller has made several attempts to call and email the buyer since this complaint was posted.  The number provided to the seller goes straight to a voicemail that is full and to date, the seller has not received any responses to several inquiries with the buyer via email.
  
  The buyer has also left a negative review on the BBB as well to which the seller has also responded to.
  
  The buyer then filed a chargeback stating - did not receive, however as you can see by the complaint , the item was received.  
  
  We will continue to reach out and await a response from the buyer.
  
  The seller will be following up with Management teams on the service side 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 all of the inconveniences that you've had to incur for this purchase.  
  
  Kind Regards,
  
  Cymax Customer Support

  Customer Answer

  Date: 01/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because i have reached out by text from my phone and called from bc phone and no response 

  at this point i don’t want any pieces sent , i much rather prefer some type of money back !! I’m fed up truly am. Will not recommend this place to anyone. 

  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 21/09/2022

  Hello,
  Please allow us to reiterate
  the details of this order.
  The buyer made a purchase on June 9th, 2022, for a ******** Furniture Candace Cream Velvet King Bed
  from the seller's website Cymax.com for $1068.99 + taxes for a total of
  $1133.13.
  The estimated ship date was
  by June 16th, the seller records show that the item shipped June 11thwhich is well before the estimate provided. After the item was delivered on June 29th, the seller does not have any direct records of contact for
  this buyer. The seller made more than 12 attempts to call and email the buyer
  since this complaint was posted.
  The number provided to the
  seller goes straight to a voicemail that is full. The seller has written to the
  buyer many times to address the issue and to date we have no record of any
  inbound calls to our call center from this buyer.
  The buyer then filed a
  chargeback stating - did not receive, however as you can see by the complaint ,
  the item was received. The chargeback has since been closed in favor of the seller
  as the buyer has clearly lied when stating that they did not receive the
  product.
  Here are the
  last communications from the buyer -
  
  September 1st, 2022 @ 1136 am
  
  You’re
  needing pictures but i can’t find the number on the bed that you need , the bed
  is huge and came in a really big box the wooden pieces that came broke i much
  rather go get at home depot at this point than have that big bed come
  again. 
  >>  The buyer is
  literally referencing that they would prefer a partial refund.
  
  RESPONSE TO BUYER – September 1st @ 225pm
  
  ** *****
  * ** ********** **** **** ***** ** ***** ** *** **** ****
  * ** *** ****** ** ***** *** **** ********* * **** **** ** **** ** **** *** ****** ******  * ******* * ** **** ** * **** *****
  
  ****** **** ** 
  ********
  ********** *******
  ********* * **************
  ***** ***** ************ ****
  ***** * **************
  ***** * ******************
  
  ********* **** **** * ***** *   **** **** *** * *******
  ******** ** ***** * ********* *** * **** * *****
  
  ** ***** 
  ****
  * ** **** **** **** ** *** ** *** ******* * **** ******** *** ****
  ******* 
  ********
  ********** *******
  ********* * **************
  ***** ***** ************ ****
  ***** * **************
  ***** * ******************
  
  ********* *** * **** * ***** * ***** *** ****** 
  ******** ** ***** * ********* **** **** ****** *
  
  *** ** **** ** *** ***** *****
  ********
  ********** *******
  ********* * **************
  ***** ***** ************ ****
  ***** * **************
  ***** * ******************
  ********* **** **** * ****** * * ***** *** * ****** *********** 
  
  ******** ** ***** * ********* *** * ******
  
  ** ****** ** ******* ***** * **************
  ********
  ********** *******
  ********* * **************
  ***** ***** ************ ****
  ***** * **************
  ***** * ******************
  ********* **** **** * ***** * **** **** * **** ***** ***** **** 
  
  ** **** **** ***** ** *** ******** **** *** ***** ** **** ***
  
  ** ***** * ********* **** **** * *** ** *
  
  ** *****
  ****** **** ** ***** ** *** ****
  ********
  ********
  ********** *******
  ********* * **************
  ***** ***** ************ ****
  ***** * **************
  ***** * ******************
  ** **** *** ******** **** *** ***** ** *** ** *** *******
  
  
  ********* **** **** * ****** * ***** * ****** 
  
  ** **** **** ***** ** *** ******** **** *** ***** ** *** ** *** *******
  ** ***** * ********* ***** **** * ******
  
  ** *****
  * ****** **** ** ******* **** *** ** ***** **** *** ********* 
  ****** **** ** ** **** ** *** ****
  ********
  ********** *******
  ********* * **************
  ***** ***** ************ ****
  ***** * **************
  ***** * ******************
  
  ********* ***** **** ******
  **** ** * **** **** 
  ***********************************************************************
  ****** *** **** ** **** **** ***** ****** ** ******* *** ***** *** ***** ** **** **** *** ******** *** ****** ***** ** ******* *** ********* ** ***** ** **** **** **** ******** ** ******* ********* ** *** *********
  
  ****** **** ** **** ** **** **** ********* ** ******** *********** *** ******* ** ******* ** *** ***** ***** *** ********* *** ******
  ** **** ***** ***** ** *** ***** **** ** *********** **** *** ****** *** ****** **** ** ******* **** ***** ** ** ****** ****** ** ******  ** **** ******** *** ***** **** ****** ** *********** *** **** ** ******* *** ***** ** ***** 
  
  ** **** **** *** * **** **** *** ***** ** ******* *** ****** *** *** **** ** ******  **** **** ******** ******* ** **** ******** **** ***** ** ****** *** ******
  
  **** ******** ***** ******** *******

  Customer Answer

  Date: 22/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because i have called this company numerous times 

  with absolutely NO RESPONSE 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 22/09/2022

  Hello, 
  
  The seller will await an actual call from the buyer.
  

  If the seller does not receive a call within 48 hours to the number provided to the buyer in this timeframe we will close this issue and will not take any further actions.
  
  Regards,
  
  Cymax 

  Customer Answer

  Date: 27/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:i have called multiple times from different numbers and still no response 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 27/09/2022

  Please Review.
  
  We still have no calls from this buyer. 
  
  The timeframe of 48 hours has expired. 
  
  At this point we would like the BBB to close this issue.

   

  Thank you.
  
  

  Customer Answer

  Date: 29/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i would not like to close this issue 

  because this person has clearlu seen from my emails that i have Not even able to get a call through to him (could be my phone ) 

  and he has yet to try  to give ME a call. He has my number and not once tried to call me..after i repeatedly told him that my phone was having issues calling …at this point i would just like SOME what of a refund .. please. 

  
  
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 03/10/2022

  Hello,
  
  Here is a follow up and update on this issue -
  
  The buyer called our representative at 445pm Pacific Time, on September 30th, 2022 and discussed the issues and options available.
  
  The buyer accepted the resolution provided and seemed happy with the outcome.
  
  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,

• Initial Complaint

  Date:09/08/2022

  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.

  On Friday, July 29, at approximately 5:28 PM, I placed an order for the *** ***** 3 Seater Living Room Upholstered Sofa in Gray Velvet. After immediately realizing the shipping address was incorrect and the item would be delivered to the wrong state, I called Cymax at approximately 5:30 PM and was them told to email the customer service department. I then emailed Cymax to change the shipping address at approximately 5:36 PM to no response. I called Cymax again at approximately 5:38 PM and was placed on hold for approximately 10 minutes. During this time, I thought it would be easier to just cancel the order and order a replacement, given Cymax's onerous return policy which states that a shipment refusal will result in several fees charged.
  
  Following Cymax's cancellation policy, I both called and emailed to relay the cancellation of the order. I called Cymax again at 5:46 PM, and there was once again no answer from the customer service department. I sent an email to cancel the order at approximately 5:50 PM. I then called Cymax again 5:51 PM and spoke to Kenny in the sales department. I informed Kenny that I wanted to cancel the order, but was receiving no response from the customer service department via phone or email. Kenny took my customer information, including order number, and confirmed that he would provide the information regarding the cancellation directly to the customer service department.
  
  Despite my repeated attempts to contact Cymax, the company has yet to confirm the cancellation of my order that was cancelled within 20 minutes of being placed.

  Business Response

  Date: 10/08/2022

  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 July 29th, 2022, for a *** ***** 3 Seater Living Room Upholstered Sofa in Gray Velvet from our website Cymax.com.
  
  After the buyer completed the purchase, the buyer reached out to the seller advising that the wrong address was on the purchase and that they needed to cancel the purchase.
  
  Since the seller needed confirmation from the manufacturer, the seller responded that a request was submitted and that a response would be provided shortly.

  On July 30th, the buyer reached out to the seller again - asking to confirm.  The seller responded advising the buyer that the cancellation was processed and completed.
  
  "***** *
  
  ***** *** *** **** ********
  
  *** **** ******** ** **** ********* * ************ ** **** ******** ******* *** *******
  
  ****** *** ******* *** ******* *********** ****** ***** ******** ** ******* ** *** ** ***** ** ***** ** *****
  
  **** ********
  
  ***** ******** ********
  
  

  
  We will be following up with our Management teams, both on the service side and with the manufacturer 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 / Homesquare Customer Support