Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7, I placed an order from Bison via ****** for a crib at the price of $119.99. Bison shipped the crib on July 8. Later that day, someone from Bison emailed me to say that my order was cancelled and "It seems that your order got lost in transit, and regrettably, we don't have any stock available to send you a replacement. However, I want to assure you that we've taken care of your refund, which should reflect in your account within the next few days." I followed the tracking via ***** (tracking number ************)- the item was NOT lost. In fact, ***** stated that Bison contacted them to return the package to the sender instead of sending it to me. So, the representative from Bison lied about that. I then went to the ***** website, and it shows that they have plenty of the item in stock - at a price almost 3x the amount that I paid. They are selling it for $329.99 - ************************************************************************************************************. They are refusing to send me the crib at the price that I paid, they only gave me a refund for it and won't honor the original sale. This is shady practice, not only did they lie to me twice - about the status of the shipping but also not having the crib in stock to replace it. I want the item for the price that I paid. 

  Business Response

  Date: 07/31/2025

  Hello,
  
  I sincerely apologize for the inconvenience this situation has caused.
  
  Please note that we experienced internal issues related to the product. Initially, we contacted ***** to investigate the status of your shipment, and at that time, we were informed that the package might have been lost in transit. Based on this information, we sent a notification confirming the loss and processed a full refund for your order.
  
  Shortly thereafter, the package was located and resumed movement through the shipping process. However, since the refund had already been issued, we were required to reroute the shipment back to our warehouse.
  
  Additionally, please be aware that we sell our products across multiple marketplaces, and prices or stock availability may vary depending on the platform. When we advised that the item was out of stock, this reflected the status on the specific marketplace where your order was placed.
  
  Regrettably, as a full refund has already been processed, we are unable to send a replacement for this order. However, you are more than welcome to reorder the item at your convenience.
  
  Please kindly see the proof of the issued refund attached. 
  
  We truly understand how disappointing it is when an expected item does not arrive, and we deeply regret the frustration this may have caused. Please rest assured that we are taking steps to improve our processes and prevent similar issues from occurring in the future.
  
  Thank you for your understanding.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/30/2025, I online purchased a furniture item of mirrored wardrobe from bisonoffice.com under order # *******. The price of the product was total $232.08. I received this delivery on 6/9/2025 via ***** tracking number ************. 3 days after on June 12th, I contacted BisonOffice.com to provide me RMA number to return this item back as I found lot of defects, very poor & quality product and missing items such as mirror in it. Attached is the entire conversation of email. On May 30, 2025, I placed an online order for a mirrored wardrobe from BisonOffice.com under Order #*******, at a total cost of $232.08. The item was delivered on June 9, 2025, via *****. Three days later, on June 12, 2025, I contacted BisonOffice.com to request an RMA number to initiate a return, as after assembling I found the product to be of very poor quality, with numerous defects and missing component, such as mirror itself. Attached are the complete email communications regarding this issue, including the reason for the return and a copy of the purchase receipt.Despite the evident defects and an extensive back-and-forth with BisonOffice.com as detailed in the attached email correspondence, they issued me RMA #******* however, they are refusing to provide a return shipping label and are insisting that I cover the return shipping costs myself. When I visited *****, I was informed that the return shipping would cost approximately $400 due to 2 bulky packages of furniture items, which is significantly more than the original purchase price of $232.08. This is unreasonable and unfair, and it has caused me considerable stress simply trying to return a defective product. Ive also attached a snapshot of their 30-day return policy here. Kindly assist in resolving this matter please. I am requesting that the business provide a return shipping label, along with full reimbursement not only for the defective item but also for the undue stress and effort I have experienced throughout this process. 

  Business Response

  Date: 06/18/2025

  Hello,
  
  I sincerely apologize for the inconvenience youve experienced.
  
  We completely understand how disappointing it can be to receive an item that does not meet expectations.
  
  Per our return policy, if an item arrives defective or damaged, we offer the following resolution options:
  
  A replacement
  A partial discount
  
  If neither option is suitable and you prefer to return the item for a full refund, we can certainly accommodate that. Please note that the cost of return shipping is the responsibility of the customer.
  
  Attached you will find a copy of our return policy for your reference.
  
  For your return, please use the following instructions:
  
  RMA: 3326843/3326843
  Return Address:
  ********************
  ********************
  
  Once the item is received and a valid tracking number is provided, we will proceed with processing your refund.
  
  Should you have any further questions or need assistance with the return process, please dont hesitate to reach out.
  
  Best Regards,
  ********
  Bison Commerce Customer Support Supervisor
  
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23478227
  
  I am rejecting this response because I do not wish to keep this poor-quality item and am requesting a full refund. Your policy does not indicate that return shipping is the customer's responsibility. It states, "unless we agree otherwise, you will be responsible for the cost of return." I fail to understand why BisonOffice is unwilling to agree, especially given that this product is defective, missing items, unattractive, and lack of numbered tags.

  Here I mentioned this the reason of return:
  --------
  There are several issues with this product. The quality of the material is very poor. For example, in areas like the door hinges, when I try to insert a nail, it immediately pops out due to a lack of grip. As a result, the door hinge can't be secured. I attempted to use a slightly larger nail to create some grip, but it ended up coming through the other side of the door. Similarly, in other areas, the wood splintered when I tried to insert nails, leaving no stable place to secure them.
  
  Additionally, the doors don't close properly because they lack magnets to keep them shut, resulting in them remaining open. Another problem is that the holes for the sliding drawers are misaligned, causing both drawers to overlap and preventing them from closing unless I manually adjust them each time.
  
  Also, to let you know, the mirror is missing in the package. Furthermore, the door and drawer handles are of very cheap quality and can break easily with a general push. These are the reasons of return. It took a lot of hard work at my end to assemble and disassemble everything. 
  --------
  
  At one point, I was even willing to cover the return shipping costs, provided BisonOffice would send me a return label. Companies like yours typically have agreements with shipping providers that allow for cost-effective shipping, and you could easily deduct the shipping fees from my refund. However, you refused to do so. As it stands, ***** is asking me for $400 to ship back a $232 furniture item, which is completely unreasonable.
  
  Given these disappointing circumstances, BisonOffice should agree to provide me with a return label. This has been my first and last transaction with your business, and I am extremely dissatisfied.
  
  Sincerely,
  ****** ******

  Business Response

  Date: 06/20/2025

  Hello,
  
  Thank you for your response. 
  
  As outlined in our return policy, when a shipment arrives damaged or defective, we offer the following resolution options:
  
  A replacement item
  A partial discount
  
  If neither of these options meets your needs and you prefer to return the item for a full refund, we can surely accommodate that request. Please note that return shipping costs are the responsibility of the customer, and we are unable to provide prepaid return shipping labels.
  
  To initiate the return, please use the following information:
  
  RMA: 3326843/3326843
  Return Address:
  ************************************************************************************
  
  Once the return is received and a valid tracking number has been provided, we will promptly proceed with the refund process.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23478227
  
  I reject it because I find it unacceptable that BisonOffice expects me to cover $400 in shipping costs for a $232 return. This situation is both unfair and unreasonable.
  
  Their return policy does not state that I would be responsible for shipping costs. It mentions that if they don't agree, I would be liable, but given the circumstances, I dont see why they wouldnt agree to the return. If this issue remains unresolved, I will take legal action with an attorney. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order via Amazon for a Bookshelf ORDER # ***-7627548-1553806. When I received the order I hired someone to assemble it. As the item was about a quarter of the way assembled the assembler found that one of the legs was broken and called me to show me. When I went in to see the broken item I could see that it was the wrong item. We took pictures and I immediately reported it to ****** and requested to return the item. I explained that I received the wrong item and on top of that it was damaged. ****** sent a request to the seller ***** Commerce requesting they set up a return pick up. From that point on Bison has been stalling and just continues to ask for the same information over and over and not paying attention to the information they are being provided. They keep saying they are investigating. They are trying to steal my money and that is not acceptable. I want a full refund on what I paid and should be reimbursed the money I am out for the assembly that could not be done because I received the wrong item. This company should be scrutinized for their manner of business. I see they have multiple complaints regarding the same issue{sending the wrong item and not wanting to refund the customer and purposely stalling the return process} this should be addressed as well.For the record I have gone back and forth with ****** and Gabbie. I then called and spoke to **** and asked for the manager which I was told is ******* and was of course told she was not available. How convenient! I am looking for my full refund and to be reimbursed for the money I am out due to the attempted assembly that could not be completed since the wrong item was sent. $320.86 {****** item + ****** assembler}. 

  Business Response

  Date: 05/20/2025

  Hello,
  
  I sincerely apologize for the inconvenience caused by the issue with your order.
  
  We understand how disappointing it can be to receive merchandise that does not meet expectations, and we take full responsibility for this oversight.
  
  To make things right, we have processed a full refund for your purchase. For your reference, Ive attached an image confirming the refund. 
  
  Thank you for your understanding and patience. If theres anything further we can do to assist you, please dont hesitate to reach out.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23308488
  
  I am rejecting this response because:
  I want an explanation on

  1)Why I was treated as I was and why your team played games and delayed properly handling my issue days? 

  2)Why was I continuously asked for the same information over and over again?

  3)Why even after speaking to ******* and being assured that all that your company was waiting for was for the warehouse to confirm whether they wanted the item back or not and that nothing else was needed from me I was again asked for additional information?

  4)Why did ***** refuse to allow me to escalate my call?  She would not allow me to speak to anyone else and hung up on me in the process because I(in several calls) insisted on speaking to ******* or another manager.  ***** would never allow me to speak to anyone else.  In fact told me to call back next week.  What kind of ridiculous answer is that!?  

  Worst experience and service ever!  I have filed an official complaint with Amazon Executive Team as well.  I spoke to them last week.  

  I would like a phone call to discuss this and my wasted time due to your teams games and incompetence.  Sure they got paid to mess with me but I surely did not get paid to waste my time on the numerous messages back and forth, several several calls and all the duplicate pictures that were requested.

  Lets see what your company has to say about that and how it will be resolved?  Maybe ****** and ******* pay should be docked and I should be compensated using their earnings!

  I will be expecting a call ************.

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

  Business Response

  Date: 05/28/2025

  Hello,

  Thank you for reaching out, and please accept our sincerest apologies for the inconvenience you've experienced.

  At Bison Commerce, we are committed to delivering the highest level of customer service and product quality. We deeply value our customers and continuously strive to ensure that communication is clear, timely, and respectful, and that resolutions are handled with care.

  To uphold our quality standards, our warehouse team conducts multiple inspections before shipping any product. In this case, additional photographs were requested as part of our quality assurance process to help us fully understand the issue and prevent it from recurring.

   Regarding your communication with our team, we can confirm that your call was escalated to our manager, *******, who assisted you with your concerns. We hope her support was helpful, and we truly appreciate your patience throughout the process.

  Your feedback is incredibly important to us. It not only helps us improve the quality of our products but also highlights areas where we can enhance our service and communication.

   We deeply regret the frustration this experience has caused and understand how disappointing it is to receive a product that does not meet expectations. Please know that we are taking your comments seriously and are actively working to address the issues youve raised.

  Thank you again for bringing this to our attention and for your understanding.

  
  

  Best Regards,
  Karolina
  Head of Customer Support
  Bison Commerce

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28, 2025, I placed an order with ************ for two ****** Specialty Easterbrook end tables.I received two identical boxes labeled ******, but only one contained the correct Easterbrook tables. The second box contained a completely different and significantly cheaper item: the ****** Regent end table, as confirmed by the included assembly instructions.I immediately contacted ************ and provided photos of the incorrect item and its packaging, as requested. I was told they were waiting on their warehouse team to determine whether the item would be replaced or refunded.Over a week later, they asked for additional photos of the correct items packaging, which I could not provide because it had already been recycled. At that point, they informed me I would need to return both items and pay a 15 percent restocking fee plus shipping, even though I never received the correct second table in the first place.The item I ordered is currently listed on their website at $399, while the incorrect item they sent is valued at just $69. I am seeking a full refund or proper replacement without penalty, as the error was on their end.

  Business Response

  Date: 04/11/2025

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for the inconvenience caused by receiving the incorrect item. We understand how frustrating this must be, and we truly appreciate your patience as we work to resolve this matter.
  
  To rectify the situation, we are prepared to offer a full refund for the incorrect item without requiring its return. However, at this time, we are unable to process the refund due to the chargeback that has been initiated on your account.
  
  If the chargeback dispute were to be closed, we would be more than happy to proceed with the refund process immediately.
  
  Thank you for your understanding. Please feel free to reach out if you have any further questions or concerns.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against **************, a vendor on ******, regarding a fraudulent and misleading transaction. The purchase in question is for a ************* Table which I ordered on February 21 2025, for $293.12 Upon the delivery of the item on March 3, 2025 I unpacked the table only to find that it was severely defective and did not resembled the product as advertised. The table was supposed to be a brand-new, non defective and undamaged product but upon inspection I noticed the following issues:Missing Pre-Drilled Hole: Table missing crucial pre-drilled hole necessary for assembly, rendering the table unfit for use Defective and Damaged Pegs: Pegs required for assembly were defective and damaged, making them unusable Residue and Damage: Table arrived with white residue covering it along with chipped areas and uneven, patchy paint I immediately contacted Amazon to report the issue and they subsequently reached out to the vendor. The vendor requested photographic proof of my claims which I promptly provided. I clearly expressed my desire for a refund, stating that I did not want a replacement due to the poor quality of the table and the false advertising of the product Bison Commerce responded by insisting that I return the defective table in order to receive a refund. Upon attempting to arrange a return shipment I was quoted an exorbitant $437.88 for return shipping which is more than the cost of the table itself. I reached out to the vendor to address this issue, and they insisted that I, as the customer would need to pay this unreasonable return shipping fee It is my belief that Bison Commerce is engaging in fraudulent practices by attempting to charge customers excessive fees for returns of defective or misrepresented products. I did not order a defective itemI paid for a brand-new product and instead received a damaged, defective table. Now, Bison Commerce is demanding that I pay more than double the price of the item to return it

  Business Response

  Date: 03/24/2025

  Hello,
  
  I hope this message finds you well. I sincerely apologize for the inconvenience you have experienced with your recent order.
  
  We understand and acknowledge that the merchandise you received was defective, and we are genuinely sorry for the frustration this has caused. In an effort to resolve this matter, we offered a replacement; however, we understand that this solution was not suitable for you.
  
  As per our return policy, if a replacement is declined, the merchandise can be returned for a full refund. Please note that the return shipping cost is the responsibility of the customer. For your convenience, Ive attached our return policy for your reference.
  
  Once the returned merchandise reaches our facility, we will promptly process the refund.
  
  To assist you with the return, please find the necessary details below:
  
  RMA JAC1225
  *********************************************************************
  
  Should you need any further assistance, please dont hesitate to reach out. We are here to help.
  
  Best Regards,
  ********
  Bison Commerce Customer Support Supervisor

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23102910
  
  I am rejecting this response because: the shipping fees are double the cost than the table itself.
  

  Business Response

  Date: 03/25/2025

  Hello,
  
  Thank you for your prompt response.
  
  To address the issue, we are still able to send a replacement and would be happy to do so at your earliest convenience. We will ensure that it is shipped as quickly as possible.
  
  Please let us know if this solution works for you. If a replacement is not suitable, we completely understand, and you may return the merchandise using the following return instructions:
  
  RMA JAC1225
  ***********************************************************
  
  We appreciate your understanding and look forward to resolving this for you.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a sink that came in 3 boxes. One of the boxes was damaged. The product was so poorly made that ******* refused to assemble it stating that it would fall apart when used. I requested a refund and it was approved. I went to return the items both at ***************, which it came from and *** and each box would have cost over $200 the total over $700 which was more than I paid for item. I reached back out to customer service and they told me to find another carrier. 

  Business Response

  Date: 03/19/2025

  Hello,
  
  I truly apologize for any inconvenience this situation may have caused.
  
  I would like to kindly inform you that, in accordance with our return policy, the customer is responsible for covering the return shipping costs. For your reference, I have attached a copy of our return policy for further clarification.
  
  Typically, we apply a 15% restocking fee on returns. However, in this case, we are happy to make an exception and waive the restocking fee to help make this process a bit easier for you.
  
  Please follow the return instructions below to complete the process:
  
  RMA JAA5346
  *********************************************************************
  
  Once we receive the returned merchandise, we will promptly process your refund.
  
  Thank you for your understanding and patience. If you have any further questions or need assistance with the return, please don't hesitate to reach out.
  
  Best Regards,
  ********
  Bison Commerce Customer Support Supervisor

  Customer Answer

  Date: 03/28/2025

  Complaint: 23065461
  
  I am rejecting this response because: The case has not been resolved. Seller is wanting product to ship to CA and not IL costs to ship exceeded $600 and is more that the purchase price.
  
  Sincerely,
  
  ***** Gaffney 

  Business Response

  Date: 03/28/2025

  Hello,
  
  Thank you for reaching out to **. We completely understand that this situation is less than ideal, and we sincerely apologize for any inconvenience it may have caused.
  
  As outlined in our return policy, the customer is typically responsible for the return shipping costs. However, in light of the circumstances, we are happy to make an exception and waive the 15% restocking fee.
  
  For your convenience, please find the return instructions below:
  
  RMA JAA5346
  ***********************************************************
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23065461
  
  I am rejecting this response because:

  The cost of the items well exceeds the price paid for them and they know it. Thats how they stick you with products that are poorly manufactured. No one would expect to pay $600+ to return something.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB- After making the mistake of not looking at reviews for it be on here or it's big business storefronts, I purchased a cheap 36 inch bathroom base vanity, 4 foot base made out of particle board. Upon arriving all looked good after unboxing the left base sides of the cheap board was crumbling, with ******** board it could be from storage, shipping, production, defect. But given the box wasn't smashed in I presume that not it. I bring it up to customer service asking for a return for refund and apologizing for being a pain, instate I will buy a real wood or porcelain one for durability from their platform as the shipping speed was good. {$49} ORDER KEEP IN MIND 1s-gent request 6 photos all specific of the item. 2- shipping box photos. And it in the box (keep the item for 45 days the carrier will come by and Inspect it)???3- Our policy states if a item arrives damaged or defective to receive a refund you need to cover all the return shipping...? My return shipping for this 40 pounds particle board is $8 less than my order. So for using this platform to shop online I receive no product, and I lose all my money. I've went back and forth all day with these guys they refuse to refund me. I got in the BBB to read reviews, to all reading this. Every single complaint for this store is what I just told you. Refund/return/incorrect item *******/******/ all the stores hundreds of the same issue. I was sent a broken item, and due to me choosing this store I lose my money. And receive nothing. My order was 49. Ground fed ex and *** lowest was 39-41$. I will gladly return this stuff, I just ain't paying to return it when I'm not why it's broke. All I want is my 49$ refund at this point. Given the obvious and they refuse this, I ask you post this on public review to warn future consumers.

  Business Response

  Date: 03/14/2025

  Hello,
  
  I sincerely apologize for the inconvenience this has caused.
  
  We fully acknowledge that the merchandise arrived in an imperfect condition, and we understand how disappointing this must be.
  
  To make it right, we have processed a full refund for your order.
  
  Please find the attached invoice as proof of the refund.
  
  Thank you for your understanding, and please dont hesitate to reach out if you have any further questions.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce
  
  

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company needs to be investigated and taken off of ****** as a third party seller IMMEDIATLEY. I purchased a forest green counter stool and it came DAMAGED. A huge hole was in the seat and many hanging threads as well. I contacted the seller immediately only to be told by rep ***** that I can return the item for a partial refund. Why would I be getting a partial refund you ask? Because they will not cover shipping. They stated they would deduct $30 for shipping. So to clarify, YOU ARE GOING TO BE CHARGED SHIPPING EVEN THOUGH THEY SENT A DAMAGED ITEM WITH A HOLE. Then ****** told me they can send a replacement or pay for repairs. LOL like I would believe they would do anything to give me any money back. So now, I am trying to use their return shipping label to give this item back and its a FAKE LABEL. I am now dealing with ****** to try to get refunded as they said this seller has had MANY complaints.Also BISON, ****** is one of the worst **** I have ever dealt with and I was in customer service for 5 yrs. I would never treat any customer the way she treats them. I have also sent an email to the ***** Commerce CEO and head of support. Bison, do not message back with your useless offers for a replacement or replacement parts. This item cannot come apart so its USELESS. I want a FULL refund and a shipping label to SEND YOUR DAMAGED ITEM *********** They are trying to scam you into keeping damaged items and will not give you your full refund. They will also lie and tell you that they are sending you a label when they are not sending a real one to you. DO NOT BUY FROM THIS COMPANY!! Just pay the extra money and purchase from the companies white labeling the item if you MUST BUY.

  Business Response

  Date: 03/14/2025

  Hello,
  
  Im truly sorry for the inconvenience this has caused.
  
  We completely understand how disappointing it must be to receive a defective product.
  
  To resolve the issue, we offered the following options:
  
  A discount if you chose to keep the item
  A replacement option
  
  Since neither option was selected, we provided you with return instructions, in line with our return policy, to ensure you could receive a full refund.
  
  I can confirm that the item has been returned, and the full refund has been successfully processed.
  
  Please find the attached picture as proof of this.
  
  Thank you for your understanding, and please feel free to reach out if you have any further questions.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/02/25 I placed an order on Amazon, order # ***-2508489-3120214 for a table (LeisureMod *****" Stackable Side Table) a total of $ 77.1, I placed order for pick up at pick up location SAVE A LOT *************************************************************************. When placing the order no information came up, such as "SELLER DOES NOT DELIVER A PICK UP LOCATIONS", therefore I finish submitting the order. On 03/04/25, ***** carrier tracking # *********** status the order as delivered on Amazon site, but i never received a CODE that identifies which locker # was order placed, instead shows as delivered at ******************************************************************************* signed by S. Hereby. After seeing this called ****** on *** reply will notify seller about this issue. That day I went to SAVE A LOT ***************************************************************** to see if my item was delivered there, however there were only lockers & is obvious table wouldn't fit, neither item next or on top of the lockers, asked staff if a table were deliver they said all packages goes into the lockers. Proceed to contact seller through ****** site making a claim, about item was not delivered inside locker, why driver just leave item outside since no one knew about a table delivered. Seller refuse refund or replace my order just because driver delivered, but 1st to who? if is a pick up location why deliver it instead taking order back until contact owner ? After few emails with "Case Manager ******" from ****************** she end up saying there is nothing else they can do. When ****** Orders provide a picture when delivered at location as proof, there was no picture, plus I placed an order for pick up & never got a code to pick up my order, instead was "DELIVERED" WITH NO SECURITY at a pick up location, where most likely IF IT WAS DELIVERED GOT STOLEN, OR PERHAPS WAS NEVER DELIVERED AT ALL. None of this is my fault and company ****************** must take responsibility of it, besides the bad service steal my money since i never received the item. 

  Business Response

  Date: 03/07/2025

  Hello,
  
  I sincerely apologize for the inconvenience this situation may have caused.
  
  We have thoroughly investigated the matter with ****** and according to their records, the shipment has been confirmed as successfully delivered to the address provided.
  
  For your reference, I have attached the proof of delivery document.
  
  I kindly ask that you double-check the area around the delivery location, as its possible that someone else in the building may have accepted the package on your behalf.
  
  If theres anything further I can assist you with, please dont hesitate to reach out.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:02/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20, I placed nearly $600 order for barstools that the company previously confirmed had a seat height of 24. Upon receiving them, the height is not what they represented and is too tall for my island. They misrepresented the product, which I otherwise would not have purchased, and Im now responsible for several hundred $ in shipping and restocking fees. This business needs to be held accountable for misrepresenting customers.

  Business Response

  Date: 02/12/2025

  Hello,
  
  I sincerely apologize for any confusion or inconvenience this may have caused.
  
  Please allow me to clarify the dimensions of the item you ordered, as provided:
  
  Length: 19"
  Depth: 21"
  Height: 42"
  
  The item is a 24" Counter Height Stool. As a standard, all counter stools are designed to be 24" in height, which is measured from the ground to the wooden seat. Please note that this measurement does not include the height of the cushion, as cushion sizes can vary from chair to chair.
  
  We completely understand your concerns and would be happy to assist you with the return of the merchandise. Once the item reaches our return facility, we will promptly process a full refund.
  
  Please follow the return instructions below:
  
  RMA ******* (BIO01-VO)
  *********************************************************************************
  
  Best Regards,
  ********
  Bison Commerce Customer Support Supervisor