ComplaintsforAosom Canada Inc

• Initial Complaint

  28/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The parcel never arrived. They said a family must have taken it. Ridiculous! The photo the driver took was supposed to be of our “mailroom” it was just of exterior siding.

  

  Business response

  19/07/2023

  Hello,

  We are truly sorry to hear about what happened with the package delivery as per your complaint.

  I've contacted ***** to provide us more details with this incident. According to them, the item was delivered to the address on file and left it at the mailroom area on June 24th. 

  On the same day, ******* or **** (husband) called them up and opened an investigation for this package.  Then on July 4th, while it is still under investigation, **** spoke with ***** Case Manager and told them that they got the package already.  No other action is needed after that.

  Thanks,

  Aosom Canada. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******* Home Gym from Aosom Canada via ******* Marketplace on April 7, 2023. I had the gym assembled a few weeks ago and it is missing the two way bracket for the pulley. I haberdashery been calling Aosom Canada almost daily to see about how I can get the missing part sent to me. No one ever answers the phone. I have tried different departments within the company with the same results

  

  Business response

  21/06/2023

  Hello,

  We are truly sorry for any delays of the delivery of the package.

  As per ***** tracking number ************, this package was delivered today, June 21 at 10:30am.

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

  Again, we apologize for the inconvenience this may have caused.
  

  Thanks,
  Aosom Canada. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a gabizbo in winter and put it up in June 2023. It lasted 2 days before the bars started to break its not the first time aasom products didn't last more then a week. And they won't do anything about it. I'm sick of getting ripped off from this company. All I want is my money back.

  

  Business response

  21/06/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  Here at Aosom, our policy is to service damaged items, defects or any malfunction of the products if it is still within 90 days of warranty. The product was purchased back in January 2022 and warranty was expired back in April 2022.  Therefore, the product is no longer under the warranty and we are unable to proceed with the request.
  Again, we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada. 

  Customer response

  22/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:first there was no instructions that was in April the it showed I was missing a piece still in apr then it took them until june to tell me the part doesn't go on my product. I put it up and 2 days later it broke
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  05/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Aosom carelessly packaged a box with a greenhouse in it for shipment to my address with staples exposed, facing outward. The box damaged my property (I.e., front porch) causing hundreds of dollars in damage. Aosom is unwilling to accept responsibility and ignores my request to speak with a manager despite countless requests. Their decision to deny my claim is flawed and their rationale is non-sensible. They did not even ask for evidence before denying my claim, which would show them they are liable. They are leaving me to chase after the courier who they hired and put this on me, which is completely unacceptable. I did not hire the courier, they did. Had it not been for Aosom’s careless packaging this situation could have been avoided. Now I am left with damaged property that I have to fix out of pocket. How is this company still in business?

  

  Business response

  30/06/2023

  Hello,

  My sincerest apologies for the delay in responding to the complaint. I fully understand that your time is valuable, and our delayed response has been an inconvenience. We experienced an unexpectedly high volume of customer inquiries and other issues during the past weeks, which caused a backlog in our response time.

  We have explained it from the previous emails and suggested to escalate this issue to the appropriate department with ***** since it occurred during the delivery. If there was negligence and damaged to the property at the time of delivery, it should be addressed to *****. They should have handled it with care when dropping of the package at the location.

  Again, we apologize for this issue and thank you for understanding.
   
  Thanks,

  Aosom Canada.

  Customer response

  07/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  the careless packaging of the parcel by Aosom (I.e., staples protruding from the box) is the reason this situation resulted. I did not contract the services of *****, that was done by Aosom, so Aosom should be handling this case on my behalf. I have been chasing ***** for going on 2 months now - I should not have to deal with this and Aosom should liaise with ***** to seek a resolution on my behalf. Aosom has washed their hands clean of this which shows their lack of professionalism and failure to be accountable to their customers.

  
  Sincerely,
  
  ****** *****

  

  Business response

  08/09/2023

  Hello,

  We have responded to this issue back on June 30, 2023.

  As per previous response, ***** should be responsible for this incident and should have been very careful and handled the package upon delivery.

  Thanks,

  Aosom Canada.

  

  Business response

  14/09/2023

  Hello,

  Thank you for email and for following up.

  In regards with this incident, I just gathered information from ***** and according to them, the customer filed a claim back on June 8, 2023.  Claim was rejected and closed on June 15th.  You can only file a claim if package was damaged upon delivery as per ***** advised.

  On May 17, 2023, another claim was opened by our Aosom representative. According to ***** agent, there is a representative working on this case under Case# *********. I requested to give us an update as soon as possible since that it's been a while now. They will provide us the update within this week or early next week. 

  Regardless of the result, we will notify you as soon as we can.

  Thanks,

  Aosom Canada. 

   

  Customer response

  25/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  you don’t know what you are talking about. I complained the day the package was delivered and caused damage to my property. All correspondence with your company has been an utter waste of time as you have not accepted accountability for faulty packaging, which resulted in my property getting damaged. 
  
  Annoyed,
  
  ****** *****

  

  Business response

  05/10/2023

  Hello,

  I hope this message finds you well.
  We wanted to provide you with an update regarding the ongoing investigation with ***** regarding the issue we reported.
  We understand that this situation has been inconvenient for you, and we sincerely appreciate your patience throughout this matter.
  
  As of our most recent communication  with *****, we are still awaiting their response and resolution to the matter. Please be assured that we are actively following up with ***** to expedite the investigation and reach a satisfactory conclusion as quicky as possible. ***** should also be accountable on how the packages are being handled and delivered to the customer. We are doing everything to move this investigation forward.
  
  We will be in touch with any updates as soon as we receive them from *****.
  
  Thank you for your patience and understanding.
  
  Aosom Canada. 

• Initial Complaint

  29/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On May 5th my husband ordered me a portable green house and a wood planter from Aosom. The total cost was 345 dollars and change. With both of them being roughly the same price of about 150 to 170. They were both supposed to arrive within a week for my mothers day present. I received notification that ***** would be delivering them. My wood planter showed up but my greenhouse planter did not. I thought that was a little weird as they should've been delivered together as they came from the same place and delivered to the same place. I contacted the company through there message system as was told to just wait as some things were delayed and should arrive shortly. I waited almost a week and contacted them again. This time they said it got lost and they would ship out quickly. I waited and within a few days they say they have shipped out a replacement and should arrive within 4 days. I wait and the end of the week I go on tracking to find out it has been delivered but I notice no picture for proof just delivery so I call ***** and they tell me it got delivered to the same address as the company! I don't know what I am supposed to think about this but a package that's almost $200 this is completely unacceptable!

  

  Business response

  19/09/2023

  Reply:
  
  Hello,
  We are truly sorry to hear about what happened to the item.
  It was confirmed by ***** that the package was delivered to the correct address (****** *** * ****** ********)
  
  Normally we would always advise customer to report this kind of incident to police that a package could have been stolen.
  
  To resolve this issue, we would like to send out replacement to you. This process doesn't auto-update with tracking as new orders do. We will provide you with the new tracking numbers as soon as it becomes available today.
  
  Thank you for your understanding.
  Aosom Canada.

• Initial Complaint

  26/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a gazebo on May 21st. Supposed to be delivered May 25th 420.00 spent Order not received. Asaom keeps blaming the issue on their courier *****. ***** states they don't have my product. My product is still in limbo. All asaom canada did was create a label for my shipment but haven't actually contacted their courier to pick shipment up. I keep getting the same answer everytime I finally get a response back via email. Asaom won't pick up their phone they will not call me back . I requested a supervisor. I've requested a refund. Nothing they just keep saying ***** has my item but they do not. Asaom canada has not tried to resolve anything whatsoever. This is increasingly frustrating.

  

  Business response

  04/06/2023

  Hello,

  We apologize for the delay of your item.

  We have provided solution by sending replacement package for the delayed order. 

  This is under the new tracking number ************. The first package was delivered on May 30th under the original ***** tracking number ************. 

  The replacement package was delivered on May 31 and both have proof of delivery with photos.

  Thanks,

  Aosom Canada.

  Customer response

  04/06/2023

  
  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.
  I received finally the original item only. Just one package not 2. 
  Sincerely,
  
  ******* *******

• Initial Complaint

  24/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We bought an outdoor Gazebo from Aosom Canada in January 2023 for $366.11 as it was a good sale. For our new home that we were moving into in spring 2023. We opened the box and verified that all was enclosed as per the installation manual. All was there; however, we did not open the plastic bags that contained the screen and the canopy fabric roof. When installing the gazebo this pass weekend (May 21st) we noticed that only the large canopy was included, and there was no small canopy top. We emailed Aosom theough their website since it was a weekend, they responded that we were passed the 90days manufacturer warranty. We then tried to explain again that we loved the gazebo and we were not complaining of any defect, but that the shipment was incomplete as part of the roof was missing and what good is a gazebo without a full roof. They again said they couldn't help us and provided a telephone number to call. I tried all morning (May 23rd) to reach them. But Noone ever answered and the call was automatically disconnected, as there is no voicemail apparently. It is impossible to speak to someone. I replied to the last email, to inform them that I had no choice but to file a complaint with BBB. I would really like to receive the small portion for the roof, I love the Gazebo, or it is garbage.

  

  Business response

  04/06/2023

  Hello,

  We are truly sorry to hear about what happened to the item.

  We have provided resolution to this issue by providing them return labels and to return back the item.

  Once the item is returned, we will proceed with refund.

  Thanks,

  Aosom Canada.

   

  Customer response

  06/06/2023

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

  The item they are talking about was an order for only the canopy which I bought through ******, that also didn't have the top (small) canopy portion. I purchase this because I needed it for a family gathering. 

  The one I sent through BBB was the full canopy with frame & screen, that did not receive the small canopy portion for. They said it was past warranty, but it is not a warranty issue,  they never sent me the full product. 

  Since this has now happened twice in two separate orders, one would think that someone is not doing their job well in boxing the material for their canopies.

  In any case, I sincerely hope that they provide me with the small top canopy for my order placed in January 2023.

  
  Sincerely,
  
  ********* ************

  

  Business response

  19/09/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  Here at Aosom, our policy is to service damaged items, defects, missing parts or any malfunction of the products if it is still within 90 days of warranty.
  
  The product was purchased back in January 2023 and warranty was expired back in April 2023.
  
  As a goodwill gesture and to resolve this issue for you, we are sending out replacement for a small canopy to you.
  
  This process doesn't auto-update with tracking as new orders do. We will provide you with the new tracking numbers as soon as it becomes available today.
  
  Thanks,
  Aosom Canada.

  Customer response

  19/09/2023

  
  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

  24/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an ******** patio umbrella and an ******** umbrella base on Saturday May 20th in two separate orders. Charges have gone through on my credit card yet no email with order confirmation has been received for either order. I contacted customer care within the hour of ordering and have been told they cannot locate my order with my name, email or address and require an order number. Clearly I don’t have an order number if I never received a confirmation email. They seen unwilling to assist but have no problem taking my money. I have provided a ********** ** the charges to my card but that still isn’t enough. Extremely frustrated and will be disputing charges as fraud on my card if this is not resolved

  

  Business response

  04/06/2023

  Hello,

  We are truly sorry to hear about your experience regarding your order.

  As per Fedex tracking number ************, this package was delivered on May 27 at 11:22 AM.                                                                                              The other Fedex tracking number ************ was delivered on May 29 at 11:08 AM. Both packages have proof of delivery with pictures that it was successfully delivered.

  Again, we apologize for the inconvenience or any delays this may have caused.

  Thanks,
  Aosom Canada. 

• Initial Complaint

  16/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a product through ******* that is defective. Manufacturer is Aosom so was advised to contact them.

  Customer response

  17/05/2023

  To whom it may concern, My complaint has been resolved with a refund. Thank you for your time regarding this matter. *****
  
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction was May 12, 2022. Total cost was $1073.49. Complaint was filed directly with Aosom on April 18th. The complaint was in regards to the Patio Set purchased that was in terrible condition within 1 year of use - essentially 2 seasons. Patio cushions are discolored, tie strings are tearing, zipper has broken already on one cushion, the packing inside the cushions is horrendous and falling apart. You can immediately tell the quality is very poor for so many problems to exist, while this set has barely been used. The company said it's out of warranty? It hasn't even been one year. After my reply to them, they ignored me and did not communicate further. I am completely dissatisfied with the lack of accountability and ownership of a problem regarding their product. The company has shown they really do not care. Looking at other Patio Sets at **** ***** and ***** - all of them offer a 1 year warranty. I want these all replaced or refunded. To spend over $1000 and not have a quality product with only 2 seasons of use is unacceptable.

  

  Business response

  03/06/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  Here at Aosom, our policy is to service damaged items, defects or any malfunction of the products if it is still within 90 days of warranty. The product was purchased back in May 2022 and warranty was expired back in August 2022.  Therefore, the product is no longer under the warranty and we are unable to proceed with the request.

  Again, we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada. 

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: all other retailers of patio furniture offer a reasonable 1 year warranty.  90 days is unacceptable.
  
  Sincerely,
  
  ****** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩