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:01/12/2025

  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 ordered a dining room set off Amazon and I filed a complaint with the Customer Bison Commerce. We received the table and chairs on ***** and opened the next day, we sent them an e-mail about the color and requested a refund then. They offered us a credit of ****** after discussing with my husband we decided to accept the credit of ******. We did not notice the crack, until we used the table on Christmas Eve. I sent them a e-mail that day requesting a refund. Instead with no notification they sent me another table top. It was cracked too. I notified them immediately of the second table top. I sent them pictures of the crack on both tables and the packaging. The packaging was very minimal. I did not ask that they send me another top. I wanted a refund. They have told me they will not refund me the $564.00 as it is over the 30 days by 1 day and they will not take the cracked furniture back. All I want is my $564.00 back.

  Business Response

  Date: 01/17/2025

  Hello,
  
  I sincerely apologize for the inconvenience you've experienced. I understand how frustrating this situation must be for you.
  
  After reviewing your case, I would like to inform you that the defect was reported outside of our 30-day return window. As outlined in our return policy, we ask that any issues, including defects, be reported within 30 days of receiving the product. Ive attached a copy of our return policy for your reference.
  
  That said, we did make an exception in your case by shipping out a replacement for the defective tabletop.
  
  Due to the timing of the report, we are unable to offer an additional resolution at this time. We truly value your business and regret that we are unable to assist further in this particular instance.
  
  Thank you for your understanding, and please dont hesitate to reach out if you have any further questions or concerns.
  
  Best regards,
  ********
  Bison Commerce Customer Support Supervisor
  
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22801616
  
  I am rejecting this response because:

  The table has got manufacturing issues.  Both Table tops are cracked in the same spot.  With the second table just sitting there we found another crack.  It seems to be where the table leaf is connected.  With it only being 1 day, I would think it would be better business practice to give me my money back.  It was the quickest turn around that I could provide.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/22/2025

  Hello,
  
  I deeply apologize for the inconvenience youve encountered, and I completely understand how frustrating this situation must be for you.
  
  After reviewing your case, I want to let you know that the defect was reported outside of our 30-day return window.

  As stated in our return policy, we request that any issues, including defects, be reported within 30 days of receiving the product.
  
  However, as a courtesy, we made an exception in your case by shipping a replacement for the defective tabletop.
  
  Given the timing of your report, we are unable to offer further resolution at this moment. We truly appreciate your business and regret that we cant assist further in this instance.
  
  Thank you for your understanding. Please dont hesitate to reach out if you have any additional questions or concerns.
  
  Best regards,
  ********
  Bison Commerce Customer Support Supervisor

  
  

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22801616
  
  I am rejecting this response because:  

  Due to receiving the table at Thanksgiving time and then finding the crack Christmas Eve and it only being one day I think there should be some  consideration given.  I have had to go buy another dining room set and I cant afford both.  It seems that they would stay by their product.  Given the nature of having to order on-line and only being off by one day seems unreasonable.  I realize they sent a new top but they never told me that they were and when I requested the refund in the e-mail they did not respond right away and tell me that it was past the 30 days by one day.  They just sent me a new top.  They  did not respond until the informed them that the second top was cracked.

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

• Initial Complaint

  Date:12/05/2024

  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 purchased two ****** nightstands from ***** office on 8/20/24 for $814. They arrived on 8/26. Upon receipt, I immediately noticed the boxes had damage to them. I opened the boxes to find the leg of one nightstand damaged and the second had damage all along the backside. Not only were the nightstands damaged, but the color was completely inaccurate based on the product descriptions on their website. I immediately emailed ************ and notified them of the damage. They offered a minor discount to keep the damage items. I wanted to return them as it was not the advertised product I thought I was buying. After going back and forth for days and wasting my time, Bison wanted to charge me to ship the damaged and falsely advertised nightstands back to them. This would have costed nearly half the price I paid for the nightstands. All I wanted was to be refunded and them take the nightstands. It is disgusting that companies can falsely advertise furniture, ship damaged furniture and then face no consequences and put it back on the buyer! BUYER BEWARE.

  Business Response

  Date: 12/06/2024

  Hello,
  
  We understand how frustrating this experience must have been, and we truly apologize for that. 
  
  To address this issue, weve offered the following options:
  
  A discount to keep the item
  A replacement
  
  If you would prefer a refund, we kindly ask that the damaged merchandise be returned, as outlined in our return policy (attached for your reference). Please note that return shipping costs are the responsibility of the customer.
  
  Below are the return instructions for your convenience:
  
  RMA 3061732/3061732
  *******************************************************************************************
  
  Once the item reaches our return facility, we will promptly process your refund.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I will accept the replacement items if they are promptly sent to me and undamaged. 
  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22644900
  
  I am rejecting this response because: 
  I am emailing because my complaint was closed. I had agreed to accept the two replacement nightstands from ************* I have yet to receive any furniture or shipping information confirming this is the agreed upon solution. Could you please confirm with the company the nightstands will be sent?
  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 01/03/2025

  Hello,
  
  Thank you for reaching out to ** and bringing this matter to our attention.
  
  I understand how important it is to resolve issues like this promptly, and I truly regret any inconvenience this situation may have caused you. However, given the significant time that has passed since the delivery of your order, we are unable to fulfill the original offer at this time.
  
  That said, as a gesture of goodwill, I am happy to extend an exception and offer a full replacement for one nightstand.
  
  Please let me know if this solution works for you, and I will ensure it is processed as quickly as possible.
  
  Thank you for your understanding and for giving us the opportunity to assist you.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22644900
  
  I am rejecting this response because:

  As previously stated BOTH nightstands were damaged. You stated you will not issue a full refund but will replace the two nightstands. After I accepted the two nightstands, you tell me you wont send the two replacement nightstands and will only send one?! You are back tracking on your own offer. Please stand by the original offer of two replacement nightstands or provide the full refund for the damaged nightstands. 
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 01/08/2025

  Hello,
  
  Thank you for reaching out to us.
  
  We acknowledge that a replacement for two nightstands was previously offered. However, we were later informed that a chargeback was initiated, and a final decision has been rendered by your bank.
  
  Ordinarily, when a chargeback is opened, we are unable to provide further resolutions, as the final decision is determined by the credit card company. However, in this instance, we are willing to make an exception and offer a replacement for one nightstand.
  
  Please let us know if this resolution is acceptable.
  
  Thank you for your understanding.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22644900
  
  I am rejecting this response because:
  
  A chargeback was initiated as you sent two damaged nightstands and wanted me to pay a ridiculous amount in shipping to get undamaged nightstands. Bison uploaded partial conversations and omitted damaged equipment.

  Please ship and deliver the replacement nightstand and I will accept the response  

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

  Business Response

  Date: 01/14/2025

  Hello,
  
  Thank you for your patience!
  
  I am pleased to inform you that the replacement nightstand has been shipped successfully. Below, you will find the tracking number for your reference:
  
  Tracking Number: ************ (FedEx)
  
  Should you require any further assistance or have any questions, please do not hesitate to reach out.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce
  
  

  Customer Answer

  Date: 01/20/2025

   
  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

  Date:11/25/2024

  Type:Customer Service 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 ordered a table thru Amazon which is full filled by Bison and the item arrived damaged. I tried working with the seller to have this resolved but did not get resolution and paying $310 to ship the item back does not make sense. I offered to keep the damaged item without out replacement if i am given a credit of 300, half price of the item or price match for $450 with full replacement or the final option is to issue a shipping label to ship the item back. But they are offering me only $200 to keep the damaged item without a replacement where as i can get $150 back by placing a new order for the same item for $450 with staples or ******** As per ****** A to Z guarantee i should be reimbursed the return shipping cost if the item is damaged but concerned to have the item shipped and lose on the shipping cost if they refuse to pay me the shipping cost. This has been going back and forth from Not 14th and hope this will be resolved soon with your help

  Business Response

  Date: 11/29/2024

  Hello,
  
  Thank you for reaching out to us, and I sincerely apologize for the inconvenience caused by the damaged merchandise.
  
  I would like to inform you that a refund of $300 has been processed successfully. For your reference, I have attached a screenshot of the refund confirmation. 
  
  Should you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22601275
  
  I am rejecting this response because: I thought of using the damaged product with a partial refund but there are missing parts and hence think is is better to r have the full item returned for a full refund and place a new order with ******* for a lesser price. Hence it would be great if I can be issued a prepaid shipping label to have the item shipped for a full refund.
  
  Sincerely,
  
  Muralie ******* ************

  Business Response

  Date: 12/13/2024

  Hello,
  
  Thank you for bringing this to our attention, and I sincerely apologize for any inconvenience or frustration this situation may have caused.
  
  I want to assure you that weve taken immediate action to resolve the issue. A discount of $300 and a replacement order have been processed. You can track the progress of the replacement using the following tracking number:
  
  432383901892 (FedEx)
  
  If you prefer to proceed with a full refund and return, youre welcome to use the return instructions below:
  
  RMA 3125910
  ******************************************************************
  
  Please dont hesitate to reach out if you have any further questions or need assistance with this process. Were here to help and ensure your satisfaction.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is thiugh not satisfactory to me, if it were not forced to use and got a full refund, I would like to close this case since **** lived up to their commitment to ship the replacement to me directly.
  
  Sincerely,
  
  Muralie ******* ************

• Initial Complaint

  Date:11/14/2024

  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 for an office furniture and it arrived damaged. I provided the pictures to them asking them to have it returned for a refund and i am being told that i will have to pay for the shipping. I was refused a prepaid shipping label and being forced to keep the item or ship it my self for a refund. This is a heavy items and shipping cost will be more and hence not able to ship it back. I offered them to ship the replacement items with a price match to a lower price but that is refused as well.

  Business Response

  Date: 11/29/2024

  Hello,
  
  Thank you for reaching out to us, and I sincerely apologize for the inconvenience caused by the damaged merchandise.
  
  I would like to inform you that a refund of $300 has been processed successfully. For your reference, I have attached a screenshot of the refund confirmation from Amazon.
  
  Should you have any further questions or require additional assistance, please do not hesitate to reach out. We are here to help.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22557868
  
  I am rejecting this response because: I paid $615 and was refunded only $300. Hence i am hoping i will be refunded the remaining $315 that is still pending and if i am given a shipping label then i can ship the item back or they can have it picked up as well.
  
  Sincerely,
  
  ******* ************

  Business Response

  Date: 12/06/2024

  Hello,
  
  I sincerely apologize for the inconvenience youve experienced with your recent order.
  
  I want to confirm that we have processed your requested refund of $300. Additionally, we understand that further issues have arisen with the merchandise, specifically missing and damaged parts.
  
  Please rest assured that we are prioritizing the shipment of replacement parts and are working diligently to resolve this matter for you. We will follow up with the tracking information as soon as it becomes available.
  
  Thank you for your patience and understanding as we work to make this right. If you have any further concerns or questions, please dont hesitate to reach out.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this only resolution that i can get by making use of the damaged product with a partial refund which is not to my full satisfaction. The customer should be allowed to return the product if it was damaged by issuing a prepaid shipping label rather than the customer having to pay $310 which is nearly 50% of the item price to ship the damaged item back just to get back less than 50% of what was paid. 

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

• Initial Complaint

  Date:10/14/2024

  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 ordered a Ruvati 33x22 inch drop in topmount with 4 pre-drilled holes on August 17, 2024 through Amazon/seller BisonOffice. Model number for this item RVH8001. My maintenance man came to install my sink and found that the incorrect item was sent. It was a Ruvati model number RVH 8009 with 2 pre-drilled holes. I have given all proof of the companies mistake by sending the photos they requested. I have sent the product back to the seller by ***** and the seller received the product at 10:08 a.m. on October 3, 2024. I have been in contact with the credit card company who hasn't seen any refund from the seller. I have been in contact with ****** who states that the refund should be issued directly by the seller/BisonOffice. I have been in contact through the message center on ****** with BisonOffice who states that a refund was issued on September 30, 2024. Yet my credit card stating BisonOffice has not issued any refund. I have sent all supporting pictures and messages to my credit card company yet the dispute is still open and I have a leaking sink that I have been waiting 2 months to get replaced. ****** is stating the seller is being dishonest and they too are now investigating this seller, In the meantime, I cannot order another sink because I need to be sure I am not charged for a product that I do not have. BisonOffice shipped the incorrect product and now has not been honest about refunding my money to my credit card. This company has been horrible to deal with, has imposed undue stress and I have had to spend so much time battling an issue due to their mistake. All I was seeking was a refund to my credit card as they received their sink back and I need to still purchase a sink. I feel as though this company needs to be investigated and they should not be allowed to run a business in this manner. They made the mistake and yet I am still fighting for my money. Please help.

  Business Response

  Date: 10/18/2024

  Hello,
  
  I sincerely apologize for the inconvenience and frustration this matter may have caused. We fully understand how disappointing it can be to receive an incorrect item, and we take full responsibility for this oversight. Please rest assured that we are taking the necessary steps to prevent such errors from occurring in the future.
  
  I am writing to inform you that a full refund has been successfully processed via ******. Please find the proof of refund attached for your reference.
  
  Due to a chargeback initiated on your end, we were unable to provide a replacement. As a result, the full refund was the only available course of action.
  
  We greatly appreciate your understanding and patience in this matter. Should you have any further questions or require additional assistance, please feel free to reach out.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:10/11/2024

  Type:Delivery 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.

  Ordered office furniture in April and realized we received the wrong model, a 2 drawer lateral, during furniture construction. Contacted Bison through email and phone calls. Was told we received the correct model when in fact they ordered the wrong model from Bestar. We produced Bisons original invoice that Bestar received from Bison showing the wrong model. I was told they would look into the matter and they would get back to us. They do not call customers and only email. They said we received the correct model that was ordered. It took many conversations to get the manager to understand that they mixed up the model numbers on the order to Bestar. The manager then changed her reason for not helping us to; it has been over 30 days and we cannot help you. They made the mistake but since it has been over 30 days we are stuck with a piece of furniture that we didnt order. Tried to reason with the manager but she kept repeating the 30 day policy. She finally hung up on me while we were talking on the phone, she was very rude and never helpful. If Bison would have ordered correctly, this wouldnt have been a problem. Please do not use this company, it is a waste of time, frustrating, and I received no customer service. They do not care about their customers and do not help resolve issues even when they created the problem. I will never use them again, and will definitely tell my friends.

  Business Response

  Date: 10/18/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience you may have experienced. As per our return policy, customers are allowed 7 days to report any issues with their purchases. For your reference, I have attached a copy of our return policy.
  
  While we typically offer an extended return window of up to *************************************** this instance, the issue was reported well beyond the 30-day period. The merchandise was delivered on April 19, 2024, and the issue was brought to our attention on September 16, 2024.
  
  Once again, we deeply apologize for any inconvenience or frustration this may have caused, and we greatly appreciate your understanding in this matter.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22411880
  
  I am rejecting this response because:
  

  BBB,

  
  

  This is the backup information that you requested, we were on vacation and did not see your request for more details.
  

  
  

  See picture of lateral file that was ordered #*****, as you see it includes a desktop. This picture was taken from Bison's website.
  

  Picture 2 shows the order from Bison to Bestar. They ordered  #***** instead of *****, they caused the entire issue.
  

  Last picture is the response from Bison acknowledging their mistake and were going to rectify their mistake.
  

  
  

  Bison came back after their response below and stated they would not fix their mistake on their part since we received it more than 30 days. We also told them the boxes did not show a photo of the furniture inside, we were remodeling and this was the last piece we unboxed and didn't see the problem until we saw the instruction booklet that was buried inside the loose parts. It was missing the desktop.
  

  
  

  Based on other reviews of this company they use 30 days as a way to avoid solutions to issues even when they made the issue by ordering the incorrect model.
  

  
  

  We would like to be refunded or can send the piece back to them if they will send the correct cabinet.

  
  

  Thank you, ****** *******
  

  
  

  
  

  

  
  
  
  

  

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

  Business Response

  Date: 10/29/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience you may have experienced. As per our return policy, customers are allowed 7 days to report all types of issues including missing or incorrect items
  
  While we typically offer an extended return window of up to *************************************** this instance, the issue was reported well beyond the 30-day period. The merchandise was delivered on April 19, 2024, and the issue was brought to our attention on September 16, 2024.
  
  Once again, we deeply apologize for any inconvenience or frustration this may have caused, and we greatly appreciate your understanding in this matter.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22411880
  
  I am rejecting this response because: We ordered a product #******* which is model #*****, ************ ordered from Bestar the wrong item #*****. I have attached the link to BisonOffice item, along with a picture of my ordered product #*******, a picture from their page showing what I was ordering item #*****, a picture of the order form sent to Bestar and the incorrect item Bestar sent, #*****. ***** admitted they made a mistake but will not fix the problem. What about a product guarantee, the box didn't have a picture on it so we could not see it was wrong until we went to build it.

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

  Business Response

  Date: 10/31/2024

  Hello,
  
  I hope youre doing well.
  
  We apologize for any inconvenience youve encountered. According to our return policy, customers have 7 days to report any issues, including missing or incorrect items.
  
  In some cases, we extend this window up to 30 days. However, for this order, the issue was reported well past this timeframe; the item was delivered on April 19, 2024, and we were notified on September 16, 2024.
  
  Again, were truly sorry for any frustration this may have caused and thank you sincerely for your understanding.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:09/27/2024

  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 8/24/2024, I ordered POUNDEX Bobkona F4079 St. Croix Collection Vanity Set with Stool, Silver from BisonOffice through ******. Upon receiving the package, I immediately noticed that the box was significantly damaged. Concerned that the item inside may have been damaged as well, I reached out to BisonOffice for guidance. Given that the damage was at the bottom of the box, I was hesitant to remove the packaging as I was worried that doing so could make me liable for any damages to the ******* my communication with BisonOffice, I explained my concerns and requested that they send someone to pick up the damaged package and arrange for either a replacement or a full refund. BisonOffice responded by repeatedly asking me to inspect the contents of the box, which I explicitly stated I did not want to do because of the liability concerns. Despite my clear request for assistance with pickup and resolution, BisonOffice failed to offer any practical support.I don't have the ability to handle the box or repack it, I found their lack of accommodation and assistance extremely frustrating. I made it clear that I was no longer interested in receiving a replacement product and only wanted the damaged package picked up and a full refund processed.BisonOffice refused to take responsibility for the return shipping or provide any meaningful support to resolve the issue. As a result, I escalated the matter to Amazons A-to-z Guarantee, only to have my claim denied without a clear explanation.

  Business Response

  Date: 10/03/2024

  Hello,
  
  I sincerely apologize for the inconvenience and frustration this issue may have caused you.
  We understand how disappointing it can be to receive a damaged item, and we appreciate your patience as we work to resolve the matter.
  
  As part of our return process, we kindly ask for photos of the damaged merchandise to help us assess the situation accurately. I have attached a copy of our return policy as outlined on Amazon for your reference.
  
  Im happy to let you know that a full refund has been processed successfully through ******. We hope this resolves the issue to your satisfaction, and we truly appreciate your understanding and cooperation.
  
  If theres anything more we can do to assist you, please dont hesitate to reach out.
  
  Warm regards,
  ********
  Customer Support Supervisor
  **********************

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22349326
  
  I have received the full refund, thank you. Considering the return shipping costs exceed the product's value, please confirm if I need to return the damaged item. You're welcome to collect it from my house. Please clarify so we can resolve this issue.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/11/2024

  Dear ******,

  Thank you for confirming that the refund money reached you. 

  Please feel free to dispose of the product or perhaps consider donating it if the vanity is still usable.

  I hope you have a wonderful weekend ahead!

   

  Best regards,
  *****
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:09/14/2024

  Type:Customer Service 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 would give this 0 stars if possible. The company is absolutely irresponsible and essentially okay with poisoning their customers.I purchased these dressers in January and they had a highly toxic smell that made my kids and I light headed. I put them in an empty room for a few weeks, and nothing improved.I contacted the company and they gave me some nonsense about how 30 days have passed, and I should try "ventilation, baking soda, and essential oils". I ended up leaving the dressers outside for 6 MONTHS. They were exposed to sun and heat and the drawers were regularly supplied with fresh baking soda monthly. After a total of 9 MONTHS, the dressers STILL WREAK OF CHEMICALS. Totally unacceptable and DANGEROUS to your families. They bait you by giving you dumb advice to pass your return window. They don't care about you, your family, their reputation, or integrity. Stay as far away as possible from these vultures. I'm $1,000 out of pocket for poisonous dressers.

  Business Response

  Date: 09/19/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience you may have experienced. Please note that according to our return policy, customers are required to report any issues within 30 days of delivery.
  
  In this case, the merchandise was delivered on January 14, 2024, while the issue was reported on June 1, 2024well outside of the 30-day window. As a result, we regret to inform you that we are unable to provide a resolution at this time.
  
  Thank you for your understanding, and please do not hesitate to reach out if you have any further questions.
  
  Warm regards,
  ********
  Customer Support Supervisor
  **********************
  
  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22287418
  
  I am rejecting this response because:

  It shows no responsibility or professional character on behalf of the business. I submitted that request in writing on that date, but I had called much earlier and was given general advice about airing the product out,  which was similar to the advice in your initial reply. This is clearly a tactic used to get your clients out of the window of your self-created and cowardly return policy. We kept the dresser in good faith and continued to air it out for months only to discover that the smell is essentially baked into the material itself.

  It is highly toxic and highly chemical and harmful to my young children. I notice that you have not addressed this portion of the complaint at all. Your product should be recalled and you should issue refunds to EVERYONE that bought it. Zero responsibility on your behalf and zero concern for the health and safety of your victims. 

  
  Sincerely,
  
  ******* M

  Business Response

  Date: 09/20/2024

  Hello,
  
  I hope this message finds you well.
  
  Please accept our sincerest apologies for any inconvenience you may have experienced. After reviewing the details, we confirm that the call you referenced was received on June 1, 2024. By that time, the 30-day return window had already expired.
  
  We understand how frustrating this may be, and we truly regret any disappointment this has caused. However, we must adhere to our company's return policy in all cases to ensure consistency and fairness.
  
  Thank you for your understanding. Should you have any further questions or require additional assistance, please don't hesitate to reach out.
  
  Best regards,
  ********
  Customer Support Supervisor
  **********************
  
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22287418
  
  I am rejecting this response because:

  This is the same response you gave before. No acceptance of responsibility for selling toxic furniture to families. No resolution. Hiding behind your cowardly self imposed policies. There's nothing stopping you from doing the right thing except ypur unwillingness to do so. 

  
  Sincerely,
  
  ******* M

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair 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 ordered a dining room table through Amazon and it appears that this company was the seller. Amazon gives you an option to choose a date for delivery and I chose August 30 through September 4. I purchased a new home and I didnt take possession till the 30th. On August 28 the furniture was delivered in a rain storm and sat for two days And downpours of rain. The boxes were destroyed. The furniture is saturated with water and the company refuses to pick up the item. They want me to take it to a ************** and pay for postage and the item weighs over 100 pounds and is a large package. I am disabled and even if it wasnt too big would not be able to do this. The company continues to not read my emails and sending me the same statement over and over again about me mailing it back to them. I want them to pick up their item and refund me. 

  Business Response

  Date: 09/13/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience caused regarding the recent issue with your order. It has come to our attention that the merchandise you received was damaged.
  
  To assist in resolving this matter, we initially requested images of both the item and its packaging to assess the extent of the issue. However, we have only received photographs of the packaging.
  
  In order to proceed with a resolution, we kindly request that you provide photos of the item itself at your earliest convenience. This will allow us to fully evaluate the situation and take appropriate action.
  
  For your reference, I have also attached a copy of our return policy available on Amazon.
  
  If you prefer to receive a full refund without submitting photos of the item, please follow the return instructions provided below:
  
  RMA ******* (BIO01-AMZ)
  ******************************************************************************
  
  Thank you for your attention to this matter. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Best regards,
  ********
  Customer Support Supervisor
  **********************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22272654
  
  I am rejecting this response because:

  I could not get a response back from seller regarding the condition of the box. If I opened it up after it had been pieced together with tape, it would no longer be able to be used and no way to ship it back. On September 12 I went ahead and opened it up sent pictures and did receive a response back that said we apologize for the damage, we can either replace it or you can take it to a shipper at your cost. That is the complaint. This is a 96 pound table in the damaged box that was sent on the wrong date and left in the rain for days and it is not the buyers responsibility. It fully lies on the seller!  my request is to have them send a shipper to pick this table up from my home. I am disabled and there is absolutely no way that I can drag a 96 pound table in a truck to a shipping company. The sellers response is incorrect and they need to check their emails that they sent to me yesterday where they verified. They received the pictures , I have tried very hard to work with this company, but I get the same responses each and every time as if theyre not not really reading my emails or looking at the pictures 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/16/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience this situation may have caused. Upon reviewing the photos of the item, we acknowledge that the product arrived in less than perfect condition.
  
  To address this, we are pleased to offer you the following resolution options:
  
  1. A full replacement of the item
  2. A full refund upon return of the item
  
  Please note that if you choose the refund option, the return shipping cost will be the customer's responsibility in accordance with our return policy. I have attached a copy of the return policy for your convenience.
  
  Below are the return instructions for your reference:
  
  RMA ******* (BIO01-AMZ)
  ********************************************************************************
  
  Should you have any further questions or need assistance, please dont hesitate to reach out.
  
  Best regards,
  ********
  Customer Support Supervisor
  **********************

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22272654
  
  I am rejecting this response because:

  the item was shipped prior to agreed upon date and left in the rain. The box has fallen apart. I had taped the box together, but then the company asked for me to open it up and send them pictures and now it cannot be pieced back together. The package weighs over 98 pounds and I am disabled. There is no way that due to this companies, error, and sending the item that I have to Ship it back myself I received notification from Amazon that the seller would pay for the shipping but the seller is saying something different. I purchased the items through Amazon who then went to this third-party seller. My request is that they find a shipping company that will take it in a destroyed box , otherwise there is no way for it to get it back. I have spent two weeks going over this information over and over again and every email and every chat and every phone call and we still keep coming back to the same answer. Can somebody please read this before you respond instead of giving a generic answer.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/17/2024

  Hello,

  I hope you're doing well.

  We sincerely apologize for any inconvenience caused by this situation. After reviewing the photos, we acknowledge that the product arrived in less than ideal condition.

  We have carefully considered your feedback left on BBB and are prepared to offer a resolution. You may choose from the following options:

  A full replacement of the item
  A full refund once the item is returned

  Please note that if you select the refund option, the return shipping cost will be the customers responsibility, in accordance with our return policy.

  For your convenience, here are the return instructions:

  RMA ******* (BIO01-AMZ)
  *************************************************>***************

  If you have any additional questions or need further assistance, feel free to reach out.

  Best regards,
  ********
  Customer Support Supervisor
  **********************

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22272654
  
  I am rejecting this response because:
  Smazon order was for delivery between Aug 30- Sept 4. ***** was not owner of address until that date   Due to seller sending two days early, buyer did not have authority to be on property and seller left the table in the pouring rain for two days. ***** is not responsible for delivery as it was not delivered on agreed upon date 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/18/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience caused by the condition of the item you received. After reviewing the provided photos, we acknowledge that the product did not arrive in satisfactory condition, and we take full responsibility for this issue.
  
  We have carefully considered your feedback and are committed to resolving the matter promptly. As a resolution, we are pleased to offer a replacement for the damaged item.
  
  Should you choose not to accept the replacement, you may return the item for a full refund. However, please note that the return shipping costs will be the responsibility of the customer, as per our return policy.
  
  Kindly find our return policy attached for your reference. It states:
  
  "If you decide you do not want parts or a replacement unit, you can return the item under our standard return policy."
  
  For your convenience, below are the return instructions:
  
  RMA: ******* (BIO01-AMZ)
  Return Address:
  ********************************************************************************
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for your understanding and cooperation.
  
  Warm regards,
  ********
  Customer Support Supervisor
  **********************

• Initial Complaint

  Date:07/31/2024

  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 received a damaged cabinet. the only options I was given, was an offer to replace, with the cabinet left to my disposal ( in which I would need pay a fee locally ) and the second was a refund of the purchase price, and after the return the damaged unit ( at our expense ). I feel neither one of these options are without consequence to us. We are a senior couple, unable to pack, lift and carry this heavy and bulky piece.

  Business Response

  Date: 08/08/2024

  Hello,
  
  I am very sorry for the trouble caused. 
  
  We confirm that the merchandise received was damaged.
  
  To resolve this issue the following resolutions were offered:
  
  Replacement parts
  A full unit replacement
  
  According to our return policy, if replacement options are rejected, the customer is responsible for the cost of the return shipping.
  
  I am attaching our return policy.
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 3037677/3037677
  *******************************************************************************************
  
  The refund will be issued once the merchandise reaches our return facility.
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor