ComplaintsforCymax Group Technologies Ltd.

• Initial Complaint

  27/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  15/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  25/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  30/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  30/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  20/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  14/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  30/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

*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. ↩