ComplaintsforCymax Group Technologies Ltd.

• Initial Complaint

  30/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the dresser, and it does not fit in the space. I want my money back

  Business response

  31/10/2024

  Dear Ms. ****** *******,
  
  Thank you for taking the time to reach out regarding your recent purchase with us. We understand the importance of finding the right product for your space and regret any inconvenience you have experienced.
  
  Our return policy is outlined on our website to ensure customers are fully informed before making a purchase, and it states that we cannot accept returns for buyers remorse or issues related to sizing concerns. This policy is necessary to keep our processes streamlined and prices competitive for all customers. 
  
  We have provided this information in previous correspondence, and we want to assure you that our intent is always to support our customers in making informed purchasing decisions. While we are unable to make an exception in this case, please know we appreciate your feedback and are here to assist with any future needs, including answering questions about sizing or product specifications before purchase.
  
  Thank you for your understanding.
  
  Sincerely,  
  ********* W

  Manager, Customer Service

• Initial Complaint

  25/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a mistake and purchase a baby bed on their website however I put in for a cancellation within 5 min of purchasing. Now I'm not getting any feedback or anything. The orders in process still when I don't want the bed I was just looking for a friend. And instead it charged me anyway. All I want is a refund the item never shipped it just says in progress it's Been days. Please just give me my **** money back I don't even know why u guys don't have customer service or anything it ****** up. I sent an email and got absolutely no response. I'm starting to think this company is a big a** scam

  Business response

  25/10/2024

  
  Good day,
  
  Thank you for reaching out to us through the Better Business Bureau. We apologize for any frustration you may have experienced with your recent cancellation request.
  
  We wanted to let you know that your order has now been successfully cancelled. As of today, we have initiated the refund process, and you can expect the funds to be returned to your original payment method within 2-3 business days. 
  
  Earlier today, we also replied by email confirming this update. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Thank you for your patience and understanding.
  
  Best regards,  

  ********* W

  Customer Service Manager

• Initial Complaint

  22/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I mistakenly placed an order with Homesquare on October 20, 2024, and immediately requested cancellation within 10 minutes. Homesquare refused, claiming cancellations are not allowed once an order is placed. It is virtually impossible that any processing could have occurred within this short time frame. Their refusal to cancel such an immediate request is unreasonable and suggests a predatory policy designed to trap customers in errors.

  Business response

  22/10/2024

  Thank you for bringing this matter to our attention. We understand the frustration that can arise when an order is mistakenly placed. However, we would like to clarify our companys policies, which are transparently stated on our website.
  
  At Homesquare, we have a no cancellation policy that applies to all orders once they are placed. This policy is available on our website, ensuring that everyone is aware before finalizing their purchase. The reason for this policy is that once an order is placed, the processing begins almost immediately to ensure timely fulfillment and shipping. Our system is automated, and orders are routed to warehouses or vendors as soon as they are submitted. Unfortunately, this makes it impossible to interrupt the process, even if a cancellation request is made within minutes.
  
  While we understand your concern regarding the short time frame, we want to assure that this policy is in place to maintain efficiency and reduce logistical complexities for all our customers. We aim to avoid confusion and ensure fairness by applying the same rules to all orders, without exceptions.
  
  Thank you for your understanding,  
  
  ********* W
  Customer Service Manager

• Initial Complaint

  15/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a piece of furniture through Homesquare (aka Cymax) through ******* Marketplace on August 24th. The item was delivered on September 11, 2024. I requested a return label from the seller on September 22, 2024. I receive no email or correspondence from the seller or ******* after submitting my request. On October 13, 2024, I followed-up about my request to get a return label as no email or correspondence had previously been received. At this time, I reached out to the seller and ******* support a second time. I received a response to say I was beyond the 30 day window and no return can be honoured. I provided proof that I never received any correspondence from the seller or *******, but they continue to not accept my return. I would not have needed to follow-up a second time if I received a return label as originally requested.

  Business response

  16/10/2024

  Dear BBB and ******,
  
  We are writing in response to the recent complaint regarding the return process for an item purchased from our company.
  
  Upon reviewing the case, we would like to clarify the following:
  
  1. The customers initial email was received on 22 September and we promptly responded on 23 September. Please see the attached screenshot of our response.  We offered a credit to keep the item and provided detailed return instructions, including any applicable return fees. The delivery date was 11 September.
  
  2. Unfortunately, we did not receive a response to our initial email, which prevented us from processing the return at that time.
  
  3. After the standard 30-day return period had passed, the customer reached out again on 13 October. While we were unable to authorize the return at that point, we engaged in further communication and, in the interest of resolving the issue amicably, made an exception to extend the return window beyond the original timeframe.  This email was sent on 15 October, extending the return period until 22 October.
  
  Our priority is always to ensure a positive experience for our customers. We believe the steps we've taken demonstrate our commitment to providing a fair and flexible resolution. We remain available to assist further and encourage the customer to follow the provided return instructions to finalize the process.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  ********* W
  Customer Service Manager
  **********************
  

• Initial Complaint

  26/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm trying to cancel an order with Cymax who is a 3rd party seller on Amazon. They refused to cancel the order and issue a refund because they claim the two sofas have already been shipped. Cymax hasn't provided any tracking information even though I placed the order August 18th. They seem to have lied about shipping the furniture. I looked up reviews on Trust Pilot due to them waiting so long to give shipping information and I found they had horrible reviews. People are claiming they ship damaged furniture and the furniture takes way longer than expected to arrive. People also say it's a big ordeal returning the furniture. I need help cancelling this order since Amazon isn't stepping in and making Cymax cancel it and give me a refund. Amazon told me to wait for the furniture to arrive then refuse the furniture. How can I even do that if Cymax won't provide shipping information? I seriously doubt Cymax has even shipped the furniture. I feel misled since I thought I was buying furniture from ********************** then it turned out to be Cymax. I would really like to be refunded and for this headache to be over. Amazon needs to cut ties with Cymax.I'm uploading screenshots of Cymax's reviews on Trust Pilot. They have awful reviews of people saying they've received damaged furniture and the furniture arrived late. I also attached screenshots between Amazon telling Cymax I wanted the order cancelled and Cymax's response. I want Cymax to issue a refund for the full amount and cancel the order promptly.

  Business response

  29/08/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced.
  
  We have reviewed your request to cancel your order, and I am pleased to inform you that the order has now been canceled and a full refund has been issued on 26 August, 2024. You should see the refunded amount reflected in your account shortly.
  
  We strive to provide a positive experience for all our customers, and I regret that we did not meet your expectations in this instance. If you have any further questions or need additional assistance, please don't hesitate to reach out to us directly. We are here to help.
  
  Thank you for your patience and understanding.
  
  Sincerely,  
  

  *********

  Manager, Customer Service

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase of a *********************** pub table and two bar stools that I bought online from ******* and the Marketplace seller Homesquare and Cymac Group on June 2, 2024 under order number *************** for $333.48. It arrived with the table top damaged. I did not open the box until 07/09/24 due to having to make room for it. ******* refused to replace the item and Coastal and Cymax says that I have to deal with *******.

  Business response

  11/07/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention and providing us with the opportunity to address it. We deeply regret the inconvenience and frustration caused by the damaged table you received.
  
  We take great pride in the quality of our products, and it is always our goal to ensure our customers are completely satisfied with their purchases. We apologize for falling short of your expectations in this instance.
  
  We are pleased that the issue has been resolved to your satisfaction. A  refund has been processed. We appreciate your patience and understanding throughout this process.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. Your satisfaction is our top priority, and we are committed to making improvements based on your feedback.
  
  Thank you again for your understanding and for giving us the chance to make this right.
  
  Sincerely,
  
  ********************

  Manager, Customer Service

• Initial Complaint

  22/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We ordered, on May 8th, two of these side tables through ******* who receives them from Cymax or its subsidiary Homesquare. Cymax is now giving everyone (after ~ 2 weeks) the runaround and has raised the price approx $100/each above the price that we paid for them. Cymax accepted the order and sent the following email that the items had shipped; however, this was a complete LIE. The ***** tracking link clearly shows that only the shipping label has been created in the past 2 weeks and the attached image clearly shows that the vendor hasn't provided the item to ***** so that they could actually ship it. What a disaster......do right Cymax/Homesquare by your customer (e.g. *******) so that they can do the same by their customer.

  Business response

  03/06/2024

  Hello, 
  
  Below are the following events regarding order number *************** for the Riverside Furniture ********************* Contemporary Side Table in Hammered Gold:
  
  May 8, 2024: Order status was changed to shipped. ***** tracking numbers ************ and ************ were provided by the vendor and were given to the customer. 
  
  Tracking numbers were only at Label Created Status since May 8. 
  
  May 14, 2024: The customer inquired about the order status. 
  
  In response, we informed them that the tracking numbers were never activated and presented options for a full refund or a replacement at no extra cost.
  
  May 15, 2024: The customer reiterated their desire to receive the tables. We informed them that a replacement request had been initiated with the vendor.
  
  May 16, 2024: We provided the replacement order number to the customer *************** with estimated ship date of May 17 - 24.
  
  ***** tracking numbers ************ and ************ were provided by the vendor. It stayed at label created status since May 16. 
  
  May 20, 2024: The customer inquired again about the order status, expressing their continued interest in the item and dissatisfaction with the inactive tracking numbers. 
  
  Despite our explanation regarding the pre-ship timeframe, the customer requested cancellation of the order.
  
  As  per the customers request, we filed the cancellation request in the order. 
  
  Consequently, on May 21, 2024, the order was successfully cancelled, and the full refund was processed.
  
  Kind Regards,
  
  Cymax Customer Support

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 28, 2024 purchased a Nourison Rustic Textures light grey multi 710x106 rectangular area rug from Cymax on Amazon. I received on January 31 a Nourison Passion Collection 8x8 round area rug. I notified Cymax that day for free shipping label and full refund of money. They in turn said yes to refund, but I needed to pay for shipping and the refund would be given when they received rug, I am guessing!?My dispute with them is why would I be responsible for shipping when it was their error in shipping wrong item! I havent had any luck with them resolving this issue and customer care basically keeps saying we will get back to you with resolution and they dont! My order #***-9603022-0240227 . Turned over to Amazon Feb 2, 2024 and havent received any resolution yet! All I am asking for is a Free Shipping label to mail the rug they sent me error, and a refund for the area rug that I never got!

  Business response

  29/05/2024

  Hello, we apologize for the delay and inconvenience caused. We have rectified this customer concern with a full refund which was processed on February 12th. Please reach out to us at ************** if further assistance is required. Thank you 

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 7- piece Upholstered Sectional Couch off ****** from a third party company called Cymax on January 9, 2024. The quality was way less than I expected and I was extremely disappointed after assembling the pieces together. I couldn't sit on the couch without it moving, there is not sturdiness. I submitted a request for a refund on ****** and when ***** came to pick up the item they told me that they are unable to scan the barcode so I reached out to ****** regarding returning the item. However, they told me I would have to reach out to the seller directly which I did, and they informed me that i would have to pay for the shipping cost which would come up to approximately $800. The total cost for the item is $1,150.24 which I signed up for the installment payment and they already took two months payment from my account. I am stuck with a monthly payment of $64.31 a couch that I have no use for and I refuse to pay $800 to ship it back to the sender. Whenever I select the name of the company it changes to another company in ******, so below is the right address.Business Name: Cymax stores USA LLC Address: ************************************************************************************************************* The order number is: *******************

  Business response

  12/03/2024

  Hello,

   

  We apologize for any inconvenience regarding your product return. We will have one of our senior specialists reach out to you to assist with your return and rectify your concerns. 

   

  Thank you

  Customer Support

  Customer response

  15/03/2024

  
  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

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an item from the seller on ****** on Nov 2nd. The item arrived damaged. I started the process for returning the item. Two days later a ***** truck arrives (without me requesting a pickup) at my house to get the tv entertainment stand. They picked it up, never gave me a receipt. Said they had a label from whomever (the seller) that asked for the pickup to put on the box. Several of us helped load the item onto the ***** truck. To this day the seller says they didnt ask for the pickup. ****** is trying to get them to resolve this. They had the item picked up, but refuse to give me a refund of the amount I paid for the item. Ive called ***** also and they cant give me a tracking number since I never asked for the pickup. Its been about 5 weeks of hours of communication with ******, ***** and this seller Cymax. * ****** ** **** ** ** ***** * ** *** ****** ******** *** * ******* * ****** *** *** **** **** ******* *******

  Business response

  08/12/2023

  Hello,

  We sincerely apologize for the inconvenience you have had with your recent order and we would like to make this right for you. We will have one of our Senior Agents reach out to you today to assist you with your damages. We appreciate your continued patience.

   

  Thanks

  Customer response

  01/02/2024

   
  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,
  
  *******************************

*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. ↩