ComplaintsforCymax Group Technologies Ltd.

• 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,
  
  *******************************

• Initial Complaint

  27/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a futon from this company, through ********** website on Nov. 12th. Picked it up on Nov. 22nd from ******** ************. Store. We took it out of the box and noticed the colour right away. I ordered a dark blue as shown in the picture, this one was light blue-grey. I placed it on the futon frame, sat down on it and it was like sitting on the coils. There is no padding above or below the coils, as stated in the description on the ********** website. I then noticed the price reduced from $344 +tax to $209+tax. I have contacted ******* who directed me to this company because my order came from them. Which I was not aware of! I asked for the price difference to be reimbursed as this futon is very poor quality and wrong colour. They just replied if I want to return it for a refund or replacement. I cannot return it as it was vacuumed packed and I cannot fit it back into the box. I am only requesting the price difference so I can have padding put inside where there was suppose to be. I have submitted pictures stating this along with pictures of the advertised futon and the futon I received.

  

  Business response

  28/11/2023

  Hello,

  We are so sorry to hear you are not completely satisfied with the futon you purchased. We will have one of our Sr ******** ******* Specialists reach out to you today to assist you with a resolution. We appreciate your patience and look forward to assisting you further. 

  Customer response

  28/11/2023

  
  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

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I only purchased my bed because they offered the fastest delivery. **** ** * ***. What should have been delivered on the 13th is not being delivered on the 21st because Homesquare *** ** *** ** *** **** * ********. The delivery company explained their policy to me and clearly Homesquare provide **** information. * **** ****** ***** ******** * **** **** ******** *** ***** *** ************* ********** ** ***** * ******** ********* **** ** **** *** *** *** ** ********* *** ** ** *** *** *** ** **** ** ********* **** ********* ***** **** *** *** *** **** *** ******* ** *** *** *** *********** ******* ** ** ******* **** ** **** **** *** ********** * **** ***** ** ** *** ** ***** ***** ** *** **** **** **** ******* ********* ***** ****** *** ********* *** ********* Customer service is clearly nonexistent.Date of experience: October 02, 2023

  

  Business response

  10/10/2023

  Hello, 

  We sincerely apologize for the delay with your order and want to ensure we make this right for you. We will have one of our Sr *********** reach out to you today to assist you with the delivery of your order. We appreciate your patience and look forward to rectifying this for you.

• Initial Complaint

  25/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/17/23 I ordered 2 sets of "Baxton Studio Genica Bistro Chair-Set of 2" from *******.com at $174.16 a set, to be fulfilled by ********** a Cymax company. I paid $348.32. Order number 2000112-14922575. On 9/21/23 I received 2 boxes delivered by ***** shipping labels Tracking numbers ************ and ************. Each box contained 1 chair. Upon discovery of 2 missing chairs I used the contact seller option on walmart.com to reach out to ********** to resolve this issue on 9/21/23 4:56 pm EST. I received a reply on 9/23/23 at **** pm EST."From: ********** <****************************************************>Date: September 23, 2023 at 9:04:37?PM EDT To: ************************* <**********************>******** ******* **** *********** ********* ***** ** ** ****** *************** ***** ****** *** *** **** ******* ****** ** ********* *** *** ************* **** *** ************ ********* ****** ** **** ****** ** **** ********** **** * ******* ******* ***** *** *** ***** ** *** ******** ** ******* ******* *** ******* ************** ********** **** ** ******** ******* ***** ****** ** *** ******* ****** *** ******** *** ******* ************ **** ******** **** ******* *** ********* ** *** ****** *** ****** ******* **** *********** ***** ******** ** *** ******** ********** ** *** ********* ******* ** **** *** ******* ********* *** **** ****** *** ******* *********** ** ** *** ****** ** ** ***** ****** ** **** ****** ** ** **** * ****** ** ****** ********* *** *** ** ****** ******* *** ** **** *** ***** ** ***** ****** *** ****** ****** *** ** **** ***** ****** *** ***** ****** *** ** ***** ** ***** ** ****** *********** ********* *** *** ************* **** *** ****** *** ** **** ******* ** **** ********** ************ ****** ******** *******"I replied and let them know if did not feel this was proper resolution and preferred to have 2 more chairs shipped to me. I sent and additional email 9/25/23 8:42am EST requesting completion of order again.

  

  Business response

  26/09/2023

  Hello, 

  We apologize for the inconvenience caused to you due to the error listed online. We will have our escalation specialist reach out to you today to assist you with a proper resolution. We appreciate your continued patience. 

  Customer response

  05/10/2023

  
  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

  18/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against HomeSquare.com regarding a breach of the company's advertised return policy.On 8/27/2023, I placed an order with HomeSquare.com ****************** for two chairs and a loveseat. Upon receipt, it was immediately evident that both the loveseat and one of the chairs were defective, making assembly impossible. I contacted HomeSquare via email the day after receiving the items to initiate a return process, well within the 30-day return window as specified on their website.HomeSquare.com's return policy states they accept returns on our items within 30 days of receiving the item. Their return policy goes on to state, "Note: If your item has arrived damaged or defective, the above exceptions do not apply. You will not be charged a restocking fee or return shipping." However, in response to our initial contact, the company provided a return address but imposed the responsibility of covering the return shipping costs squarely on us. The shipping costs for these furniture items are nearly as high as the original purchase price.We subsequently requested HomeSquare to adhere to their own policy by providing prepaid return labels or reimbursing us for the return shipping expenses. Regrettably, our requests have gone unanswered, and we have been met with silence from their customer service team. This not only contradicts their stated policy but also raises serious concerns about the company's commitment to consumer rights and fair business practices.We made several more attempts to contact them after this, and every time covering return shipping came up, they would stop responding. We attempted to call them with no response.It is evident that HomeSquare.com is in violation of its own return policy, ******* ***** ********* ****** *** *********** *** ********* **** ******. We would not have chosen to make this purchase if we had known that HomeSquare would fail to honor their stated policy regarding returns for defective items.

  

  Business response

  19/09/2023

  Hi ****, 

  We sincerely apologize for the issues you have encountered with your order and we hope we can get this rectified for you ASAP as your satisfaction is our #1 priority. We will have one of our **************** Specialists reach out to you today to assist with your pre-paid return. We look forward to speaking with you. 

• Initial Complaint

  31/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted my order from cymax side company homesquare on 7/3/2023 and received my order on 07/18/2023. I emailed them that night that my table top was damaged and they emailed me back that same night letting me know to send pictures of the damaged table top along with provide the damaged part number(s)/letter(s) all that was sent to the on that same night 07/18/2023.I heard nothing from them. I had to resend my email multiple time to them before they even acknowledged that they received it.07/20/2028- I emailed homesquare again and also forwarded the email thread to cymax customer service and to ***************** and they finally email me and to tell me that they were waiting for the manufacture regarding the replacement they said they would get back to me in 3 days and I have not heard back from them I emailed them back and nothing Now its 07/28 a week later and have not heard anything from them and you cant even call them because they dont have a customer service number that works.

  

  Business response

  04/08/2023

  Revised:
  
  **July 18:**
  An email was received from the customer reporting damage to a table and requesting a replacement. The customer included pictures of the damaged item.
  
  In response, on the same day, we acknowledged the customer's request and asked for further details and pictures of the damaged parts. 
  
  **July 18 - July 20:**
  Subsequent to our initial response, we received emails from the customer on July 18, 19, and 20. The customer provided information about the damaged part, specifically referencing "*******," and also submitted accompanying images of the damage.
  
  On July 20, the customer reiterated that they had already informed us about the damaged part, mentioning their initial report on July 18. They expressed concern that we might not have received their previous communication and resent the emails multiple times to ensure our receipt.
  
  During this interaction, the customer indicated their need for a complete replacement of the tabletop.
  
  **July 20:**
  In response to the customer's request for a replacement, we assured them that we had initiated the necessary procedures to arrange for a replacement item.
  
  **July 26:**
  We maintained communication with the customer on July 26, informing them that the replacement process was still in progress.
  
  **July 28 - August 1:**
  The customer sent follow-up emails on July 28, 31, and August 1 via email, emphasizing their desire for a prompt resolution to the issue. We encountered a delay in responding to these emails and were only able to address them on August 1.
  
  **August 1:**
  On August 1, we notified the customer that we had recently received the reorder information. We explained that we were waiting for the replacement team to proceed with reordering the damaged part. Additionally, recognizing the inconvenience caused by the delay, we offered a partial refund of $71.08.
  
  **August 2:**
  Taking further action, we reordered the required part for the customer under the replacement order number ***************.
  
  **August 4:**
  On August 4, the customer indicated their acceptance of a partial refund of $171.08, an amount higher than our original offer of $71.08. They also inquired about the current status of the replacement order, specifically if it had already been shipped.
  
  As for the replacement order (***************), it is still within the estimated shipping timeframe of August 3, 2023, to August 10, 2023.
  
  Our intention is to promptly respond to the customer, apprising them of the estimated shipping date. Additionally, considering the inconvenience they have experienced, we are prepared to approve the higher $171.08 partial refund.

  Customer response

  11/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  they stated my item will ship from August 4-aug 10 and I will get an email when it had shipped. I received an email on August 4 saying it had shipped but that email was a lie my item had NOT shipped it was only registered with the shipping company. I follow the tracking number from the email and to this day all it says is that the order has been registered. 

  ********************************************************************

  The only reason why I took the refund was because I thought they were being honest and my item had in fact shipped when it hadnt. It is now Aug 11 and my replacement item has still not shipped and it feels like it is not going to be shipped. I am being lied to believe like they are shipping it when it fact they NEVER shipped it. 
  
  Sincerely,
  
  ***********************

  

  Business response

  17/08/2023

  ******** ****** *************** ***** ***** **** ** **** ********* ************ ******** ************ ********* ******** ***** *********
  
  The initial table arrived damaged on July 18, leading to the customer requesting a replacement. The part ******* was identified as needing replacement. A replacement request was sent to the manufacturer on July 20.
  
  Replacement for part ******* was reordered on August 2, 2023, under replacement order ***************. Estimated ship date: Thu, 03 Aug 2023 - Thu, 10 Aug 2023. We offered a $71.08 discount due to the delay, which was accepted by the customer.
  
  Follow-up email sent on August 4 with the estimated ship date, refund confirmation, and alternative options.
  
  Replacement Order: ***************
  Tracking: ************
  Carrier: Metropolitan Warehouse
  Delivery Scheduled for 08/24/2023
  
  Despite the estimated ship date of August ****, unforeseen delays occurred. The carrier picked up the item on August 14, and delivery is now set for August 24.
  
  In light of the inconvenience, we can offer an additional 20% discount to the customer to retain the order and await the replacement part's delivery.

• Initial Complaint

  24/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order: *************** Date: July 3, 2023 Quantity: 2 ***************************************** Anaheim 24" Wall Cabinet in Royal Navy Total Price: $583.18 I purchased these two cabinets and noticed paint (matching the cabinets) on the outside of both delivery boxes. Upon opening both items, there was significant damage on both cabinets. It seems these items were opened boxed items and sold as brand new. The pictures with highlighted items show the dings, scratches, marks, and paint leakage on a microfiber cloth (with NO product on the cloth) as written in the instructions. Both shipping boxes have dark blue paint, proving the paint is rubbing off. Additionally, upon further inspection, wood backing is missing from one of the cabinets. See the word document for images. I want a full refund. I contacted customer service on July 11th, and they asked for pictures. I sent them pictures and have not heard back in three days. ***** ** ** ******** ******* ***** **** ***** ***** ** *** ***** ** ******* **** **** ********

  

  Business response

  26/07/2023

  On July 11, we received an email from a customer reporting multiple issues with the items they purchased. These issues included scratches, rub marks, wood dust, and paint rubbing off, making the items appear used. The customer expressed their desire to return the items.
  
  Over the next few days, we exchanged emails with the customer to confirm the issues and discuss the return process. However, there were delays in responding to the customer's inquiries, leading to frustration on their end. On July 13, we received a 1-star rating from the customer, expressing their dissatisfaction with the product's condition.
  
  Finally, on July 17, we addressed the 1-star rating and asked the customer for photos to further understand the issues. The customer provided pictures showing the damages, and we offered them options for a full refund, replacement, or a 40% credit to keep the items.
  
  Resolution:
  
  We took action to resolve the situation by processing a full refund for the customer and requesting damaged call tags for the return of the items. Customer has been notified as well. 
  

  Customer response

  27/07/2023

   
  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

  28/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order for a dresser on 5/27. The metropolitan delivery service they used refused to deliver it for 3 weeks. They finally delivered it 6/24 and it’s damaged. I contacted Cymax throughout the delivery issues and regarding the damage to 5 of the 6 drawers! No one wants to respond! I cannot use this trash and I will not be stack with a $1000 dresser that is damaged at delivery!

  

  Business response

  28/06/2023

  Hello,
  
  
  Please find below a summary of the events that have unfolded:
  
  
  06/16:
  - ******* ****** contacted us regarding a delay in her delivery and requested a delivery time after 5 PM on June 17 due to her unavailability during business hours.
  - We promptly informed the carrier about the customer's preferred delivery time.
  
  
  06/17:
  - The customer reached out again, stating that her order had not yet been delivered, and requested a full refund.
  
  
  06/21:
  - To resolve the situation, we offered a 25% partial refund to the customer, allowing her to keep the order and proceed with the item's delivery. Alternatively, we offered the option of returning the item for a full refund.
  
  
  06/23:
  - Metropolitan Warehouse confirmed that the delivery was scheduled for June 24.
  - The item was successfully delivered on June 24.
  
  
  06/24:
  - However, we received an email from the customer stating that the item was damaged. ******* requested a complete replacement or a full refund.
  
  
  06/27:
  - We contacted *******, requesting specific part information and pictures to facilitate the replacement process with the manufacturer.
  - ******* responded, mentioning that the item arrived assembled and she specifically required replacement drawers.
  - We promptly reached out to the manufacturer regarding the replacement of the drawers. However, we received their reply today, indicating that they do not have any replacement drawers in stock.
  
  
  06/28:
  - As the customer requested a full refund and no replacement drawers are available, we will submit a full refund request in our system.
  - The refund should reflect on the customer's original method of payment within 2-3 business days.
  
  
  We will inform ******* about the refund and advise ******* to please hold onto the item for 10 business days. If the carrier does not to pick the item up by the 10th business day, ******* may dispose or donate the item. 

  Customer response

  29/06/2023

  
  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

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 30, 2023, I ordered a ****** Series 9 Wooden Queen Storage Bed with Floating Headboard in Black with order number ***************. I then decided I didn't need it, so I sent an email on May 3, 2023, to Customer Service (since they don't have a phone number) to cancel the order. They claimed, "** ********* *** ************ ******** ** ******** *** ************ ******** ************** ** **** ******** ** *** ************ **** **** ***** *** ******* **** ******* *** *** ************ ******* *** ********* *** ** **** *********** ************* ** ***** **** ** ***** *** * ** ******* ******* ****** ** **** ********** ***** ***** ** *** ******* *********** ****** *** ****** ** **** *** ***** ************** ** *** ******** * ****** ******* **** *** ****** ****** *** *** **** ** **** **** ******" I doubt they actually contacted the manufacturer bc they are trying to force me to pay restocking and return shipping fees. I asked them in several emails to cancel the order, but they kept refusing. I DO NOT WANT THE ITEM ANYMORE, and I called *** to cancel the delivery but they told me only the vendor can do that. I can't get a hold of anyone at Cymax nor at the the manufacturer ******. ALL I WANT IS A FULL 100% REFUND WITHOUT BEING CHARGED RESTOCKING OR RETURN SHIPPING FEES.

  

  Business response

  15/05/2023

  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 the seller on Cymax.com , on April 30th, 2023 for 1 x ****** Series 9 Wooden Queen Storage Bed with Floating Headboard in Black.
  At the time of purchase the delivery estimates provided were showing as delivery on or before May 8th.
  On April 30th, the buyer reached out advising the seller that they had not received an order confirmation of the purchase.  The seller then responded advising this should be sent within the next 1-2 business days.
  On April 30th, the buyer also reached out asking "Why does the delivery take so long".  The seller responded by advising the buyer that once tracking was provided from the manufacturer, a more realistic timeframe could be established.
  On May 1st, the seller provided the buyer with an order confirmation email as promised in a previous communication.
  On May 3rd, at 12:01 pm, the seller advised the buyer that the item had shipped.  The seller provided the buyer with tracking information at this time as well.
  On May 3rd, at 15:07 pm, the buyer reached out to the seller stating, "Please CANCEL this order today."  The seller then notified the buyer that since the item has shipped, unfortunately the request to cancel the purchase was declined by the manufacturer.  The seller also advised the buyer that a return could be initiated should they not wish to go ahead with the order.
  On May 3rd, at 15:18 pm, the buyer stated "I do not want the item. I need a 100% refund." This was followed by another message from the buyer "PLEASE INITIATE THE RETURN".
  On May 9th, since the order had already shipped, the seller advised the buyer to refuse the item on delivery if the item made it to that point, but also that the seller would try their best to turn the shipment around.
  On May 12th, the seller was provided with confirmation that all 5 packages were showing as returning to sender.  At this time the seller initiated a full refund of the purchase as per the customer request.
  On May 14th, the refund was processed back to the buyer.  The seller advised the buyer that the refund would take approximately 2-3 days to process back to the original method of payment.  At this point the seller considered this issue as resolved.
  The seller will be following up with their management team to see if they 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
  Cymax Group Technologies Ltd.

  Customer response

  23/05/2023

  
  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

  11/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a sofa thru ******* with Homesquare being the original shipper. They promised my item during a week my kids were on spring break. ** received an email stating that there was a delay. I teied to cancel the shipment but couldnt. The item showed up next day and sat unattened because i was at a hockey tournament. They boxes are completely damaged, sat in a snow bank all day, and look previously opened. I didnt open them but took into the garage. I have been emailing back and forth for 3 weeks. It took ******* stepping in for Homesquare to say they would give a refund but havent yet. I was to donate the item to charity in their name and have an appointment to do so but again i emailed them about my refund with no answer. I tried calling all available numbers and get a recorded message that disconnects at the end. I just want my refund due to delay in shipping *** ****** ******** ********** 

  

  Business response

  18/04/2023

  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 us on a 3rd party website, on March 12th, 2023 for 1 x ****** ********* ********* ****** ********* Sofa with Ottoman in Light Gray.
  
  Our records show that the item delivered in 3 packages, 2 were delivered on 3/18/2023 and a third package was delivered on 3/21/2023 without any issues reported.
  
  After delivery occurred , the buyer requested a return and the seller requested photos of the damaged item.
  
  On March 29th, after some issue with the return processes,the buyer was advised to donate the item to a charity organization of their choice. The buyer was also notified of a full refund back to their original method of payment.
  
  On April 7th, the buyer reached out advising that they had not seen a refund yet.  The seller recognized the error, and a full refund was re-submitted through the 3rd party website.
  
  The seller has since reached out to the buyer to make sure the issue has been resolved.  The seller is still awaiting a response form the buyer but is certain that the issue has now been resolved.
  
  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
  ********************

*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. ↩