ComplaintsforZicom, Inc.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  i have ordered this product 22-jun-2022 order #plf-00056063 which is paid for $1,019.20 have not received this product as of yet 11-20-22 have tried to contact this company many times at least 6.They will not respond, can you help me.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I ordered a Glider and cover from Zicom **** d/b/a Premium Poly Patios on April 28, 2021. The cover arrived a few weeks later without the Glider. I called and was told pandemic-related supply issues were causing a delay. The Glider arrived in October 2021. Since yard season was over, I put it in the basement and didn't open the box until April 2022. When I did open it, I discovered that Zicom **** d/b/a Premium Poly Patios had sent me pieces for two different gliders that could not be assembled. I sent photos and a complaint by email. On May 17, 2022, I received an email back stating that replacement pieces would ship to me when the materials were available. I have received nothing since. When I call, I am placed on hold and no one comes back. No one responds to my emails.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered a Nautical Chase Lounge set on 5/6/2022. PLF-********. Was told, if picking any the "quick ship items" they ship in ***** days. We selected a set that was labeled quick ship. Part of the order arrived on 6/20/2022 without any notice that it was coming. I immediately contacted the company informing them we did not receive the cushions for the loungers. Was told they were on backorder and to select a different color form the options they sent to me. We selected a new color from the offerings they said were available and still no cushions! On 7/5/2022 I received email saying the original cushions we selected had shipped but no Pro # to track said shipment. I emailed and used the live chat option trying to get tracking info and no luck getting a response back! We are elderly and can no way use the loungers without a cushion on them so he we sit, not in our chairs, and wait!

• Initial Complaint

  04/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 18, 2022, I placed an order with Premium Poly patios (Order Number PLF-********) for two Adirondack chairs and one 5 piece chaise lounge set. The chaise lounge set is valued at $1,500. I received the two adirondack chairs, but did not receive the chaise lounge set. ***** confirms on tracking number ************ that only two of three pieces were shipped. Premium Poly Patios marked my order as complete without shipping the chaise set, cheating me out of $1,500. I have sent emails on March 22, April 8, and April 11. I have left 3 voicemails. They will not contact me back on this issue at all. On 4/11/22, I attempted to connect over chat and they blocked my IP.I need the BBB to contact them. My resolution is that they ship the furniture or refund my money, but my preference is that they ship the furniture.

  Business response

  04/12/2022

  This customer purchased two different products shipped from two different warehouses.  These items are listed at shipping within 3-6 weeks which we are still within that time frame.  Our support team is available from 9 am - 5 pm ET Monday - Friday by phone, email and chat.  This consumer has not inquired with our staff through any of those means.  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached purchased a picnic table online May 5th- for $970.00. Its now 5 months later and no picnic table! sent multiple emails - two on July 20th, 2021, asking the status of the item purchased and the response was July 21st, 2021 delivery was expected no later than September 24th, 2021. I've reached out two more times October 11th & 13th, 2021 - have not received a response. Shady company, can't get a response, haven't received the picnic table, no discount offered for the inconvenience, nothing!

  Business response

  12/17/2021

  Business Response /* (1000, 5, 2021/11/18) */ ***** *******'s product shipped and delivered per Roadrunner Freight PRO# XXXXXXXXX on 11/4/2021 per the appointment set up with the carrier by Mr *******, received and signed by Mr *******. See POD - http://tools.rrts.com/LTLTrack/?searchValues=XXXXXXXXX The lead time was advised to this customer back in July. Unfortunately, like many things these days, there were production delays and material delays that caused the order to ship late. The customer was advised of the delays via the ticket he opened with our company # XXXXXX. Seeing this order has been delivered and the customer has not contacted us with any additional concerns, we were under the impression there were no unresolved issues. Mr ******* could also reach out to Roadrunner Freight with that PRO# if there is a discrepancy in the delivery of the product. We we called, we are being told it was delivered and signed by Mr *******. Customer Service - Premium Poly Patios - Poly Lumber Furniture Consumer Response /* (3000, 7, 2021/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) FIRST OF ALL POLY PREMIUM PATIOS HIT US BACK IN JULY - THAT PART IS CORRECT - BUT IN THAT CORRESPONDANCE THEY PROMISED SHIPPING NO LATER THAN SEPTEMBER 24TH. WE PURCHASED THIS ITEM BACK IN MAY - THEN TWO MONTHS LATER THEY UPDATE US THAT THEY ARE 18-20 WEEKS FOR SHIPPING THIS ITEM. ONCE SEPTEMBER 24TH PAST THEY WOULDN'T RETURN EMAILS, PHONE CALLS OR EVEN GET BACK WITH BETTER BUSINESS BUREAU UNTIL WE WERE FORCED TO CONTACT OUR ATTORNEYS GRANT FRIDKIN PEARSON OUT OF NAPLES, FL AND IT WAS ONLY THEN THAT WE GOT THEIR ATTENTION. POLY PREMIUM PATIOS SHOULD HAVE TO PAY ALL ATORNEYS FEES WHICH WE HAVE NOT RECEIVED OUR BILL YET. AND WE SHOULD BE TALKING DISCOUNT JUST BECUASE THEY DIDN'T FUFILL THEIR LAST PROMISE TO GET IT OUT BY 9/24. WHICH EVEN HAD THEY FUFILLED THAT - WOULD'VE BEEN SERIOUSLY LATE. FURTHERMORE THERE WAS NO DISCOUNT FOR ALL OF OUR INCONVIENCE. SAD! JUST SO WE'RE ALL ON THE SAME PAGE - THEY FINALLY SHIPPED THE ITEM OCTOBER 28TH - WHICH IS ONE MONTH AND 4 DAYS AFTER THEIR LAST CORREWSPONDANCE/ CONTRACT TO GET THIS ITEM OUT. ITEM WASNT RECEIVED UNTIL NOVEMBER 4TH - MAKING IT 6 MONTHS LATE! THIS ITEM IS FOR A RESTAURANT ON SANIBEL ISLAND - AND BECAUSE OF THIS DELAY WE COULDN'T EVEN TELL YOU HOW MUCH IT HURT OUR BOTTOM LINE. Business Response /* (4000, 9, 2021/11/23) */ First, the customer was claiming that they did not receive the items, however now it is clearly shown they had. We are given estimate ship dates directly from the manufacturers in regard to when the order 'should' be shipping. Due to the resin shortage and other factors, there have been delays in ship dates as a result of these issues, but is slowly getting better. We never make promises on ship dates because we are well aware of what is happening in this industry. On 10/26/2021 the customer was notified of the delay via ticket #XXXXXX. This case was opened 11/12/2021, but the customer had already received the furniture on 10/28/2021 or shortly after. We can understand the frustration of a delay in the receiving of the product, however the customer was notified and made aware of the situation. It is frustrating for us as well given ship dates from the manufacturer and actually at times ships late. We were never contacted by an attorney on behave of this customer. Once again, sorry for the inconvenience. Consumer Response /* (4200, 11, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) WE ARE REQUESTING THE BBB KEEP THIS CASE OPEN DUE TO POLY PREMIUM PATIOS HAVING PROBLEMS WITH THE FACTS! UNFORTUNATELY FOR THEM OUR ATTORNEY HAS BEEN INVOLVED SINCE OCTOBER 13, 2021 WE ARE REQUESTING POLY PREMIUM PATIOS COME CLEAN WITHIN THE NEXT 48 HOURS BEFORE THEY DAMAGE MY AND MY COMPANIES REPUTATION ANY FURTHER. Business Response /* (4000, 13, 2021/11/25) */ Again, I'm not sure what this customer is wanting here. They paid and received their product. We have explained the reason for the delay and the customer was made aware of the delay. They could have easily canceled the order if they did not want to wait the extra time due to manufacturing shortage of materials. It was a circumstance beyond our control. We did do a further investigation into this customers account and do see that an attorney had responded to ticket XXXXXX. Due to the confidentiality statement on the attorney's footnote in the email, we have respectfully not provided the ticket in whole as a pdf attachment. With permission from the customer's attorney, we would be more than happy to send a pdf of the full conversation. If the customer happens to respond to the ticket within a certain number of days without our company responding first, then the ticket response time reverts back as if it is a new ticket. The customer responded to this ticket over 19 times during the course of 3 days. This will delay the response to the tickets. There were some lack of communication on our part due to customer service being overwhelmed with requests, etc. Also, on the ticket, the customer's attorney responded with a demand to provide proof of tracking by a certain time, which we did. Here is what was sent posted 10/28/XX X:XX PM to the customer. Hello Sarah, Your order has shipped via Roadrunner Freight under PRO number XXXXXXXXX. You can track your shipment at http://tools.rrts.com/LTLTrack/?searchValues=XXXXXXXXX. Thank you and have a wonderful day! Sincerely, Customer Service The tracking was sent within the attorney's request. Unfortunately we are in the middle of a pandemic and shortages and delays in the materials to make the products are a reality. Because of the resin surcharges imposed, the cost of their bench is now $2,145.00, which this customer only paid $970.00. https://www.poly-lumber-furniture.com/breezesta-6-foot-picnic-table-pk-XXXX-XX.html If this customer is not satisfied with the product and the product is in new unused condition, we would be more than happy to make arrangements to pick up the item for a return. In the way of damaging the customer and their company reputation? We are not sure how or what they are referring to. We have not spoken any ill will or any other negative thing against this customer or their company. If the facts of this transaction are incorrect, we do apologize, but we are only going by notes in our ticket system. Thanks Customer Service. Consumer Response /* (4200, 15, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) WE FEEL AT THIS POINT THAT PREMIUM POLY PATIOS OWES US AN APOLOGY ON THIS PLATFORM, BECAUSE IT IS A PUBLIC PLATFORM AND THEY NEED TO REALIZE THAT BY INSUATING THEIR CUSTOMERS ARE LIARS WITHOUT HAVING THEIR FACTS STRAIGHT FIRST AND THEN USING THEIR OWN SYSTEM AS AN EXCUSE OF WHY THEY WERE UNABLE TO DO THEIR JOB OR COMMUNICATE BACK MAYBE CONSIDERED DAMAGE TO THE CUSTOMER AND CAN RESULT IN CONSEQUENCES. SO WE'RE HAPPY THEY FINALLY ADMITTED THERE WAS AN ATTORNEY INVOLVED, UNFORTUNATELY FOR THEM THERE WAS A PROMISE DATE AND THEY SHOULD ADMIT THAT AS WELL SO WE HAVE THE ALL THE FACTS CORRECT! IF THEY NEED A REFRESHER WE HAVE ALL THE HARD COPIES. THEY STATED THIS COMPLAINT WAS OPENED NOV 12 TO THE BBB AND IN ALL ACTUALITY IT WAS FILED OCTOBER 15, 2021 THERES A HARD COPY TO THIS AS WELL. THEY ADMITTED THEY IGNORED US IN THEIR LAST STATEMENT. THIS IS NOT GOOD CUSTOMER SERVICE. WE DONT CARE WHAT RIDICULOUS PRICE THEYRE CHARGING FOR THIS NOW BECAUSE IT WAS SO LATE AND PAST THE PROMISE DATE THERE SHOULD STILL BE A DISCOUNT! Business Response /* (4000, 18, 2021/12/04) */ Hello, We do apologize as mentioned several times in your ticket. And we understand the frustration the market has caused. We have stressed that you may return the product in new unused condition within 30 days of delivery. However there will be no discount on the order. Thanks

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased chairs from this company in May 8th of 2021, in the total of $800. I never got charged for the transaction and six weeks later, had not received the chairs so I assumed the transaction never went through (sometimes credit cards reject a large unusual transaction). Then on June 20th, I received a notification that the chairs were being shipped on June 26. I tried calling the company to cancel the order, nobody answered. I submitted a helpdesk ticket and someone responded to say that I was unable to stop the shipment since it was in transit. My credit card still had not been charged for these items so I told the helpdesk rep that I would be rejecting the delivery when it came to my home (which I did). The chairs were delivered back to Premium Poly and received July 1st. Then on August 11th, I was finally charged for the chairs. I again attempted calling the company but nobody answered. I emailed the company and said I would be happy to pay a restocking fee but that I needed my money back. I was told on 10/11/21 that it would take 2-3 weeks to receive my refund and have not received any refund. I've tried contacting them via phone multiple times, have asked to speak with someone in management and have also tried contacting them via Facebook but have gotten nowhere.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/11/11) */ Hello, You notified out office on 6/24/2021 requesting cancellation of your order, however your order had already shipped and could not be canceled. Please refer to our shipping & returns page for more details on our policies. You were notified on 6/29/2021 that it was too late and the chairs were on their way. On 6/29/2021 you responded to the ticket that you would be refusing the order. Orders are typically charged at the time of shipment and that is why the order was charged. During that time you opened a chargeback, which puts a hold on the funds and will not let us credit your card until the issue is resolved through the merchant. If you refer to your open ticket XXXXXX, you can see the timeline of what transpired. Or policy is that the warehouse would need to inspect the returned items to make sure they are in new/unused condition. You were also notified of this as well and was told you would be credited within a certain time frame. Us not knowing at that time you had opened a chargeback. I have sent this to be review again by accounting and see if the hold has been lifted in order to credit. Also, there will be a restocking fee, which might be considered shipping the product back to our warehouse. We offer free shipping to you, however return shipping is at the customer's expense. I apologize for any inconvenience and please look for a follow up email from our accounting department. Thanks Consumer Response /* (3000, 7, 2021/11/15) */ Thank you. I am happy to pay any restocking fee, as I've stated to this company multiple times. But I do not have the chairs in my possession, I returned them. So they can refund me ASAP or ship the chairs back to me if they absolutely refuse to refund my purchase. Thank you so much for your help! ******* **** Business Response /* (4000, 9, 2021/11/15) */ ******* **** - I have sent this information to our customer service department to find out the questions you are stating and asking. They will reach out to you via email if that is okay. Thanks Consumer Response /* (4200, 11, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would ask that we keep the communication here, as I have not gotten anywhere with your customer service department thus far. I waited the 3 weeks' time to receive my refund per your customer service department (which is an unnecessarily long amount of time to wait, especially given that at that point, the items had been back in your possession for three months). And when I didn't receive the refund, that's when I re-opened the chargeback case with Chase. Conveniently, your company decided to use that as an excuse for not refunding my money, when there was no active chargeback during the three weeks that I was supposed to be refunded. So no, I do not with to work with your customer service department unless it is to thank them for finally refunding me my $800 less restocking fee. If there is a manager or supervisor who would like to call me, I will gladly have a discussion via phone at XXX-XXX-XXXX.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed order# PLF-XXXXXXXX with Premium Poly Patios back on 2/10/2021. I received my two adirondack chairs and a glider in May. At the time of delivery I was told my two ottomans were on backorder which was not relayed to me when I ordered them. When I reached out to customer support via email I got a response saying that they were to ship by the end of June. Since that time has passed, I have emailed, left voicemails, left chat messages multiple times with absolutely no response from the company. They charged my credit card immediately on February 10th and now I am out $192.00. At this point, I just want a refund for the two items I have never received.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered patio furniture on line. Promised delivery June 25 - July XX XXXX. Business does not respond to telephone or electronic inquiries. Amount paid was $1039.50

  Business response

  08/11/2021

  Consumer Response /* (2000, 8, 2021/08/11) */ From: *** ******* <*******@aol.com> Date: Mon, Aug 9, 2021 at 10:00 AM Subject: Complaint XXXXXXXX To: <****@bbbsefl.org> The merchandise was received on August 7 , 2021. There were assembly parts (screws) missing, but I was able to purchase parts and assemble the furniture. Our credit card company has been advised to pay the vendor. The complaint should be closed. Thank you, ****** ******* August 9 , 2021

• Initial Complaint

  06/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  placed order on 4/11/21 with business for two **** Outdoor Furniture ***** Club ******** SKU: TXR100 ******** Stone - order number PLF-XXXXXXXX, total cost (including shipping) is $458.00. Promised ship date range from 6/12 - 6/27/2021. REPEATED ATTEMPTS TO CONTACT THE BUSINESS by phone and email for update on status HAVE BEEN IGNORED. Review of business online shows an established history of this business failing to honor commitments to deliver online orders that have been paid for. Finally reached support through chat and am being told that ship date range is 7/27 to 8/3/21. I am requesting full refund.

  Business response

  08/06/2021

  Consumer Response /* (2000, 16, 2021/08/06) */ from: ****** <******@comcast.net> to: Better Business Bureau <******@bbbsefl.org> date: Aug 6, 2021, 7:35 AM subject: RE: BBB Complaint Case# 90630835 (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXX) Thank you for your efforts. This matter has been resolved and the purchased product has been delivered.

• Initial Complaint

  06/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order # PLF-XXXXXXXX for two Polywood Classic Folding Ottoman - Sand - ordered placed April 2, 2021. Have not received product, have sent 3 emails and of course you cannot get a live person via telephone - did leave a voice mail on the Sales line but have not received a response. I would like to receive my product as soon as possible, 3 months is a long time to wait.

  Business response

  08/03/2021

  Consumer Response /* (2000, 14, 2021/08/03) */ From: ***** ******** <*************@cox.net> Date: Thu, Jul 8, 2021 at 3:38 PM Subject: Complaint ID#: XXXXXXXX Zicom To: <****@bbbsefl.org> I did hear from the company on 06/24 stating that I would receive the long overdue product week of July 5. On July 7, I DID receive the long overdue product. Thank you for your assistance in this matter. ********

*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. ↩