ComplaintsforCymax Group Technologies Ltd.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/7/22 I made a purchase on line for a dresser, at the same time I paided $199.000 To have it ensembled upon arrival. The next day I had to canceled both orders the ensembles one canceled me right away becouse the were still in the ordered stage but the dresser purchase ignored me completely and went ahead and proceeded to the next step after I clearly stated I needed them both canceled They are ignoring my request will not answer me .I just want my. Full refund back Thank you

  Business response

  24/05/2022

  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 May 7th, 2022, for a ************ * ****** ****** Dresser in Black from our company on a third party marketplace.
  
  The buyer reached out to the seller to express that they no longer needed the item, however the item had shipped before the request was received.
  
  The seller then made the attempt to re route the item and was successful.  Upon successful completion of the re route , the seller processed a full refund for the buyer.
  
  The refund was processed to the third party marketplace and confirmation was received that the refund was received successfully on May 24th, 2022 from the buyer.
  
  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 Customer Support

• Initial Complaint

  04/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I'd purchased an item on 3/13 with a scheduled delivery date of 4/7. Even though it was at the max I was fine with it. Now I receive a voicemail from the shipping company that delivery is be pushed out 3 more weeks. Even though they have the item at their delivery hub 3 days prior to the delivery date. The soonest it can be rescheduled is 4/26. What makes this very frustrating is that their is no way to talk to anyone at home square, only email. I can assure you I'll be looking at customer service contact info going forward for online purchases. Home Square needs to abide by their shipping policies on their site. Six weeks for delivery is ridiculous.

  Business response

  06/04/2022

  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 13th, 2022, for a *********** *********** ***** ** ****** on our affiliate website Homesquare.com.
  
  The buyer reached out to the seller advising concern with the delivery timeframe.  After reaching our to the buyer, and the carrier, we were able to adjust the delivery to a more acceptable date.  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

  Customer response

  06/04/2022

  
  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

  07/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order on 3/2 for $621.63. I received a system error 404 when the order was placed. The money was deducted out of my bank account as soon as the order was placed via ****** ***. I didn’t receive any order confirmation or invoice for this order. I contacted ****** *** and was informed the order processed. I then contacted Homesquare and was told the order was incomplete and the didn’t receive any money from me I would need to contact ****** *** for a refund. I contacted ****** *** and was then told that Homesquare has placed the payment on hold and the order would need to be cancelled in order for the money to post back to my account. I received an email from Homesquare support telling me it was my responsibility to cancel the payment and I informed them that I didn’t know how to do that because I hadn’t received any order confirmation or invoice for this order. I asked if they could cancel it for me. As of 3/4 they emailed me and told me the order was cancelled and the transaction will be voided but it is still pending. I contacted ****** and they told me they haven’t received any notice from Homesquare that the payment was cancelled and I contacted my bank and they told me the merchant is holding the payment until 3/9 which at that time the transaction will post to my account and I won’t be able to get my money back unless I file a dispute. I am requested a refund in the amount of $621.63.

  Business response

  16/03/2022

  Hello,
  
  Thank you for your time today.
  
  While we truly apologize for delayed responses , please understand we are dealing with a higher than usual volume in all areas.
  
  Please note that as an online seller providing 3rd party payment options like ****** ***, if payment is not received from the payment processing firm, we cannot move forward with the purchase / shipment.  Our records indicate that payment was not received and the order was cancelled.   After checking with our accounting team, we have confirmed that no errors had occurred on our end and, in fact, the issues were stemming from the payment processor.  We have also ensured that the payment was also listed as cancelled on our end.  Please contact the payment firm to verify that the payment on this transaction has been cancelled.
  
  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 you.
  
  Kind Regards,
  
  Cymax Customer Support

• Initial Complaint

  16/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a desk on 01/25/22, delivery 02/09/22. I got only half of the desk. I tried to call but they only work with emails. They are not giving me an answer about where the rest of my desk is and when it will be delivered. After some research I noticed they have tons of complaints about the same thing.

  Business response

  21/02/2022

  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 January 25th, 2022, for a *** ******* Desk from our website.  
  
  The buyer reached out to the seller advising of missing parts on February 8th. 
  
  New replacements were confirmed with the buyer on February 18th via email.  The buyer was also provided with a 10% partial refund as per the conversation.
  
  Currently we are awaiting replacements to arrive with estimates of 7-10 business days.
  
  I 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 you.
  
  Kind Regards,
  
  Cymax Customer Support

• Initial Complaint

  26/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/17/2021 I purchased a reclining love seat from Cymax. I received it on 1/13/2022. I noticed when unboxing that the plastic foot protectors were broken. Then a day later I noticed a grinding in the reclining mechanism on one side. Then on 1/18/2022 my **** noticed that the left armrest was loose. Upon further inspection I noticed that the internal wood support was broken. This cannot be repaired without removing upholstery. I first contacted Cymax on 1/22/2022. I also sent them pictures of the damage. This was their first response: Cymax Customer Support To: ****************** Sun, Jan 23 at 6:51 PM ****** ** *** ***** ** **** *** *** ****** ****** **** **** ****** ** **** *** ********* ******* ********* ** **** ******* **** ***** ** * **** ********* ******* ** **** ** * ******* ** ****** ** **** *** ********** ***** *** * ** ******* ********* ** ************ * **** ** ****** ******* ***** ** ******** ***** *** ******* *** **** *************** ******* ****** *** ****** * ****** ** ******* ** *** ******* ****** ****** *** ** **** *** ** **** ******* ******* ************* **** ******** ***** ******** ******* I have replied to them numerous times I told them it was not repairable.and wanted a return and a full refund of $961.19. After going back and forth tell me that their manufacturer will not allow returnes without original packaging and offered the 50% discount again which is not what I want. I also called their number and the lady told me that there was no one I could talk to and then hung up on me. And that is where i a currently at

  Business response

  31/01/2022

  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 on December 15th, 2021 for a Double Reclining Love Seat with Console in Dark Brown.
  
  Our records indicate that the item was successfully delivered on January 13th and the buyer reported having some issues with the item.
  
  The seller has reached out to the buyer and has closed the issue with the buyer.
  
  I 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 you.
  
  Kind Regards,
  
  Cymax Customer Support

  Customer response

  01/02/2022

   
  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. On Wed, Jan 26, 2022 at 4:59 PM, Cymax Customer Support
  ************** wrote:
  ***** ******* ****** ********* *** ******** ******** **** ** **** ** **** **** * ****** ** *** ****** ** ******* *** **** ********* *** **** ** *** ********** ********** *** *********** ****** ***** *** ******** **** *** *** ****** ** ******* ** **** ******** ****** ** ******** ** ****** *** *** ** ****** ****** *** ******** *********** *** *** **** ** ******** **** ** *** ******* *** ******* ** ******* *** ** *** ******* **** *** ******* *** ***** ** ***** ** ****** *** **** *** ******* ** ****** *** **** ** *** *** **** *** ********* ***** *** *** ************* **** *** ****** *** ****** ** *** ******** ** ******* ** ** *** **** *** ********* ** ********* **** ******** ***** ******** ******** ** ********** ******* *** **** ** ***** *** ****************** ****** ********** ****** ******

• Initial Complaint

  26/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 24 I tried ordering a microwave cart from Cymax online for 127.00 and my credit caer was rejected twice. So in turn I ordered from Homesquare and my payment was accepted. I had no idea both companies are one in the same. I hve called a number of times to cancel. I was told to leave a message with my name and number and someone would return my call.No one has called. Now I am stuck with one extra microwave cart. I would like my money back on one microwave cart

  Business response

  31/01/2022

  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 2 ( two ) purchases on January 24th, 2022, for a ****** ******* Microwave cart at 14:08 and 14:44 hours respectively.  Our internal order follow up team emailed the customer asking if this was in fact an error.
  
  The seller then received a response from the buyer and cancelled one of the orders as per the request of the buyer. The buyer has since been refunded in full for the 14:44 purchase and the 14:08 purchase is now showing as delivered without any issues reported on January 28th, 2022.
  
  We now consider this issue as resolved and closed.
  
  I 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 you.
  
  Kind Regards,
  
  Cymax Customer Support

• Initial Complaint

  30/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed and the company send the headboard only. The Bed was listed at the time of purchase for around $500. The company advertised the bed for a bit over $500 with speedy delivery. When "bed" arrived they said it was just the headboard. I called and the company does not have the parts to purchase the rest of the bed. They said they may be able to outsource at a cost. They offered a return if I send the part back. It costs between $300 to $700 to ship the part back. The company continues to do bad business. *** *** ****** ******* *** ******** ** **** **** ** ***** ***** **** ****** ********

  Business response

  03/01/2022

  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 December 2nd, for a ********* ****** ** ****** ******* ***** ***** ********* in Brown for $484.99 + taxes from our website Cymax.com.  Here is a link to the listing - *******************************************************  Please note that in the features section, we have noted - Headboard only, Bed frame sold separately.
  
  Our records indicate that the item was successfully delivered on December 18th without any damages or defects reported to us.
  
  On December 19th, the buyer sent us the following email - 
  
  EMAIL FROM ****** ******** ***** - "* **** ******** *** ********* ***** **** *** **** ** *** **** ****** ******* ** *** **** *** * ********* ****** ******* *** *******"
  
  We have since advised the buyer that this purchase was for the Headboard only and that the Bedframe would need to be purchased separately in order to complete the bed or we could initiate a buyers remorse return under our Standard Return Policy for which the buyer would be responsible for the return shipping since the fault was not the seller's.
  
  We do have a few options available to help resolve the issue.
   
  1.  Proceed with a return - The return costs would be the responsibility of the buyer.  Return instructions can be sent to the buyer.
  
  2.  As an appeasement and a one time offer : A Credit to keep the product(s) as is for a 15 percent discount ( $72.75 ) This amount would be refunded to your original method of payment and we would consider the case as closed.
  
  Please do advise our team which option works best for you. We would be happy to assist. 
  
  Our apologies for any inconvenience this has caused, and we look forward to your reply.
  
  Kind Regards,

  
  Homesquare Customer Support

• Initial Complaint

  15/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My order was placed on 10/22/21 and cancelled on 10/28/21. The total amount paid for the order was $677.73. Cymax committed to providing free carrier/freight pick-up and a full refund of the price paid which is $677.73. As of today, 11/15, the item has not been picked up and a refund has not been issued. The item is brand new, in an unopened box. Cymax claims they arranged for a freight carrier pick up 3 separate times/days. And on those days, I have taken the day off of work to be home all day, yet the carrier didn't show up. The large heavy item is still at my house and I have not received a refund. I have called Customer Support many, many times and they see all the documentation of what I have been promised but each time directed to the Resolutions Department which can only be accessed by email---which I have done--many, many, many times. This is a big bulky item taking up a lot of space in my small house and, because ***** *** ***** ******** ******** ** * ******* It's been almost 2 months, I want my refund. Cymax needs to pick up the item or, if they prefer, I can arrange to donate the item to charity on their behalf. I just want my promised refund and the item picked up from my house asap. Order number: *** ************

  Business response

  22/12/2021

  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 October 22nd, for a ******** ******** ******* Bed from our website. Our records indicate that the buyer reached out to us on November 2nd in an attempt to cancel the purchase, however the purchase had already shipped at this point.  The seller made several attempt to turn the shipment around with the carrier without any success.  The shipment was then successfully delivered.
  
  One of our Support Managers contacted the buyer and facilitated the return of the bed without any further issues transpiring.
  
  While we try and keep our response times reasonable, we are trying our best to stay up to date . I 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

*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. ↩