ComplaintsforCymax Group Technologies Ltd.

• Initial Complaint

  31/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  22/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  *** *******

• Initial Complaint

  22/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  23/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  22/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  22/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  22/09/2022

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

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

  Business response

  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 response

  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

  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 response

  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

  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

  09/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  14/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Item *********** Middle drawer metal track hardware. One side attached to cabinet damaged. Other inside track I had to remove...reset with it flipped over and on front as with first drawer that went in perfectly. Not sure if large drawer itself has components that will work. The small left, facing, drawer had inside track also in wrong place and upside down. Just send all new, and preinspected pieces and hardware for middle and left drawer. Please inspect before shipping.

  Business response

  04/08/2022

  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 1st, 2022, for a Traditional Four Door Console with Drawers in Off White from our affiliated website Homesquare.com.
  
  After the item was delivered, the buyer reached out to the seller advising of some issues with the drawer mechanisms as well as requesting drawer parts.  This request was sent to the manufacturer.
  
  The manufactuer responded by sending the drawer mechanisms but did not have any drawer pieces to send as replacements.  This was conveyed to the buyer.
  
  After making several more attempts requesting the parts to no avail, the seller then offered the buyer a discount in order resolve the issue.
  
  The buyer accepted the discount and the discount was processed on August 4th to the original method of payment.
  
  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 all of the inconveniences that you've had to incur for this purchase.  
  
  Kind Regards,
  
  Cymax / Homesquare Customer Support

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March of 2021 I purchased a couch from Cymax/HomeSquare. It is basically falling apart. In December of 2021 i contacted them and requested that they address the poor quality of the sofa. They told me i needed to contact the manufacturer for the warranty. They also claimed they only had an email address for them. After months of emailing I finally was able to locate an unpublished number for the manufacturer. I was then told that they sell all of their furniture to Cymax/HomeSquare with no warranty. In April of 2022 I was contacted by Cymax who offered a full refund. They told me they needed to wire the refund. After calling to confirm it was legitimate *they claim they cannot issue checks - I set up a new account and provided them with the info *** **** **** **** ******** *** ****** ** ****** It has been several weeks no - and there is no refund. I contacted them asking for proof of payment - they indicated they would contact accounting and get back to me with proof. The next email says they cannot provide proof. I'll email again and they will repeat the same cycle. I need help to obtain my refund.

  Business response

  11/05/2022

  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 March 1st, 2021, for a ****** **** * ******** **** **** ****** ********** Sofa Sectional with ******** ****** ******* ******* *** ******* from our company affiliate Homesquare.com on a third party marketplace.
  
  The buyer reached out several times to the seller in regards to missing pieces, defects and various issues in regards to the quality and durability of the item.  Although replacements were sent to resolve the issues, the buyer expressed dis-satisfaction with the outcome.
  
  Over the course of the time from December 2021 through to April 2022 , the buyer made contact with both the seller and the manufacturer in an effort to resolve their issues.
  
  On April 21, 2022, it was determined that the buyer would be resolved with a full refund of the purchase, however some issues with processing the refund occurred.
  
  As of May 11th, the seller has contacted the buyer and has been able to verify all necessary information to correctly process the refund.
  
  The refund will be processed and completed on May 12th, 2022 without any further issues occurring.
  
  We will be following up with our Management teams, both on the service side and the accounting 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.  
  
  We hope that this was resolved to your satisfaction.
  
  Kind Regards,
  
  Cymax / Homesquare Customer Support

*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. ↩