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:07/25/2024

  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.

  I purchased and was billed for two identical end tables through Amazon sold by BisonOffice, but was shipped only one table. I contacted this company immediately on July 20th. They have not admitted the error or offered a resolution yet. I want my second table promptly or a refund so I can purchase it elsewhere.

  Business Response

  Date: 08/06/2024

  Hello,
  
  I am truly sorry for the trouble caused.
  
  I am writing to let you know that a full refund for the end table that was never shipped out was processed successfully.
  
  Please kindly see the proof attached.
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:07/19/2024

  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 June 17, 2024, I purchased the Joyful Timecracker Oak (Order No. *******) in the amount of $529.79. When I ordered the clock, I was told that the clock would arrive by June 25 as I was leaving town to visit family and the clock was to be a gift. When I requested the status of shipment, **************** told me they were "experiencing slight delays." I requested to cancel. They told me too late to cancel. They do not provide return shipping labels. On July 10, 2024, I returned the clock via ***** and paid $106.31 in shipping fees. The clock was never taken from the box. I was refunded $450.32. I called today (July 19, 2024), and asked why I was not refunded the full amount. They told me there is a "restocking fee." I would like the full refund of $529.79. Thank you.

  Business Response

  Date: 07/22/2024

  Hello,
  
  I am very sorry for the trouble caused.
  
  I am writing to let you know that according to our return policy, the customer is responsible for the cost of the return shipping, and there is always a restocking fee of 15% applied. 
  
  Please kindly see our return policy attached. 
  
  In this instance, we would like to make an exception and cover half of the restocking fee.
  
  An amount of $39.74 would be refunded to your credit card.
  
  Please kindly let me know if this is acceptable.
  
  Thank you!
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/03/2024

  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 55 cabinet handlers. After they finished with my new kitchen they installed the handles. Within a month of being installed many of the handles are peeling or fading. Company says is out of 30 days warranty.

  Business Response

  Date: 06/05/2024

  Hello,
  
  We sincerely apologize for the trouble caused. 
  
  I am writing to let you know that according to our and Houzz return policy, all issues have to be reported within 30 days after the delivery of the merchandise.
  
  I am attaching a picture of ***** return policy. 
  
  In this particular instance the issue was reported on 6/2/2024 while the order was delivered on 2/5/2023.
  
  Please kindly note that more than 30 days have passed, and we are no longer able to provide with a resolution.
  
  I understand this may be disappointing news, and I apologize for any inconvenience this may cause
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21797763
  
  I am rejecting this response because: the cabinet handles should not last only a month (after installation). 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/06/2024

  Hello,

  We sincerely apologize for the inconvenience caused.

  I'm writing to inform you that according to both our and *****'s return policies, all issues must be reported within 30 days of the merchandise delivery.

  In this case, the issue was reported on June 2, 2024, while the order was delivered on February 5, 2023.

  Please note that more than 30 days have passed since delivery, so we are unable to provide a resolution at this time.

  I understand this may be disappointing, and I apologize for any inconvenience this may cause.

  Best Regards,
  ********
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21797763
  
  I am rejecting this response because: The seller only replied that the 30-day window for warranty had passed. Cabinet handles should not last ************************************************ fading. This is completely unacceptable for any product. 
  I am out of $400 plus the cost of installation. Will have to purchase another 55 cabinet handles. 
  Thanks 
  Please help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/29/2024

  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 May 4, 2024, I ordered a piece of furniture from BisonOffice through Houzz.com with an expected arrival date of May *****. On May 15, I was advised that a shipper would contact me regarding delivery of the item. They did not. On May 25, I contacted BisonOffice to let them know I still had not received the item and no longer had a use for it. I requested a refund. They offered me $100 to accept the shipment - but no-one knew where the shipment was. I refused and requested a refund. They said they'd have the shipment rerouted back to them. Once the new delivery information was received, they'd issue me a refund - but not after continuing to offer discounts, all of which I refused. Today May 29, 2024, a Pilot delivery truck arrived with a carton that was crushed, torn, and smashed. I did not accept it. The shipment is now officially being rerouted back to the seller. -- They lied about rerouting the shipment back to them. They lied about giving me a refund.

  Business Response

  Date: 06/05/2024

  Hello,
  
  We sincerely apologize for the trouble caused. 
  
  I am writing to let you know that a full refund has been processed successfully.
  
  Please kindly see a picture of the refund attached.
  
  The desired settlement has been reached.
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21774602
  
  I am rejecting this response because:

   

  Hi Ive not responded to the response to the complaint below because Ive not yet received a refund. BisonOffice has lied to me on several occasions, and I dont trust them. They sent you information about a refund as well as Houzz, which is where I made the purchase, but Ive not received notice from my credit card company that the credit is pending. I check it every day.

   

  

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

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

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

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

  Business Response

  Date: 06/14/2024

  Hello,

  To whom it may concern,

  Please kindly note that the refund on Houzz was processed successfully.

  I am attaching a picture which proves that. 

  Please kindly let me know if the amount refunded reflected on your account.

  Thank you!

  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The ONLY reason I find this resolution satisfactory to me is that my credit card company provided a credit for the full amount. I have no idea whether BisonOffice was responsible for it or not after all the lies and deceit. Despicable company. 
  
  Sincerely ,
  
  *******************

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair 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 made a purchase online from bison office for a black resin table. When I received it, I opened the box, it was in three pieces and needed to be assembled. Using the directions provided, I assembled the legs, which just slide together, then tried to assemble the tabletop to the legs with the 12 screws provided. The table top was unable to be attached. I then placed the table on a flat surface and noticed that it was severely warped. I took several pictures with a yard stick showing the dip/warp in the table top that is preventing it to seat to the base/legs. I sent these pictures that clearly show the defect/damage- even the outer box shows this indentation, like something very heavy was stored on top of the box pushing the legs of the table into the tabletop. This was the final response. After a thorough review and assessment of the provided images, our manufacturer has determined that the table is not considered defective.We understand your frustration regarding this situation, and we sincerely regret any disappointment this has caused.However, as the manufacturer has concluded that the item does not meet the criteria for a defect, our standard return policy applies.This means that if you choose to return the table, you will be responsible for covering the return shipping costs and the associated restocking fees.They offered me a $50 discount to keep it, I surely am not going to loose even more money paying to return it with no guarantee I would get any money back at all. $263 is what I paid for the table, shipping was included in this price.

  Business Response

  Date: 04/02/2024

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I am writing to let you know that upon further review it has been determined that the merchandise received is not defective.
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 2929088
  ***********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21507601
  
  I am rejecting this response because:
  
  

  They are not providing shipping labels/costs and this would only add to the amount I already paid them for this defective item.  They are also telling me there will be a restocking fee and that if its not returned in the original state it was received in that I will not get reimbursed.  I will take a picture of their email and my response for your records.
  Sincerely,
  
  *******************

  Business Response

  Date: 04/03/2024

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I am writing to let you know that upon further review it has been determined that the merchandise received is not defective.
  
  According to our return policy, the customer is responsible for the cost of the return shipping.
  
  Please kindly see our return policy attached. 
  
  Please kindly note that we are making an exception and waiving the restocking fee.  
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 2929088
  ***********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:03/08/2024

  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 cocktail table that was $383. From ************. Com The table arrived damaged and I sent multiple pictures. They will not return my money!! They said I have to pay shipping charge which is over $100 for DAMAGED merchandise They sent me and I paid for. I sent them multiple pictures and emails! This company is a joke and they have stole my money

  Business Response

  Date: 03/11/2024

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble caused.
  
  We acknowledge the the merchandise received has imperfections.
  
  To resolve this issue we offer the following resolutions:
  
  To keep the item with a discount
  To receive a replacement for the damaged/defective part
  
  If a return and a refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO-01)
  ************************************************************************
  
  Please kindly let me know which resolution is acceptable.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21404279
  
  I am rejecting this response because:
  This company only offered a $50 discount from a damaged item. That is not only wet but was damaged. I summited pictures. They then said they would not give the $50. I dont want a damaged item! I paid $382 for a NEW item. This company wants me to send this back to them and me pay ALL of the shipping fees which is way over $100- $150 just to ship it. After I pay shipping fees that is not even half of my money back. A fair negotiation would be for them to at least refund half of my money and then I would keep the DAMAGE item!! This is very unfair for me to have to pay SHIPPING to send my table back.  I just want a table that has not be wet or damaged or at least them to pay shipping or at least refund half of my money for me to keep the table. This is theft! I paid for a new item. Why dont they send me a NEW item and then take this damaged one back. I really am upset with this company and them not wanting to stand behind their products. Liberty furniture should know this company is selling damaged products. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/12/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  In this instance we would like to offer you a discount of $100.
  
  If a return and a refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO-01)
  ************************************************************************
  
  Please kindly let me know which resolution is acceptable.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21404279
  
  I am rejecting this response because:
  I paid $382.17 for the table in New Condition with no defects, Your company sent me a table that was wet from the carrier, the table is not made of real wood. Obviously the table wet is damaging. The table after opening up was clearly wet with the great possibility of the wood bulking up in the future. The was many defects on top and side of the table., multiple slots with paint off and chipped. I sent a total of 15 pictures. Your company clearly stated they take knowledge of the defects. Your company did not offer to send me a replacement, as stated they would do in their policy and also have their carrier to pick the damaged table up. Instead you want me to ship the table back as of today the shipping fee would be $152.22 and then your company wants to take a ************************************************************* At this point I am extremely disappointed in your company not upholding the policy. I dont understand how your company expects me to return this table and loose money on a table I wont have.  The right thing to do was you replace it and pick up the damaged table. Why should I pay shipping. I would be willing to keep the table and close this case if your company is willing to take 50 percent off the table I paid for. Since it clearly is a damaged table. Liberty furniture needs to know that your company is selling damaged merchandise at full price. I paid $382 for the table. So is your company willing to refund half of this amount back to my credit card? Which would be half of $382? That would be fair.  This is sad. I have to spend so much time on asking your company to do the right thing! 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/13/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  In this instance we would like to increase the amount of the discount to $150.
  
  If a return and a refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO-01)
  ************************************************************************
  
  Please kindly let me know which resolution is acceptable.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21404279
  
  I am rejecting this response because:
  I received a DAMAGED table and was told it would be in new condition per policy or a new table would be sent and the damaged table picked up at no charge to me. Your company does not want to honor the EXCHANGE. Your company fully acknowledges that the table was WET by the carrier and the damages they acknowledged. As stated in the prior post .. I am willing to keep the damaged table for a total refund to my credit card for HALF of the table which is $191. Not $150 the table is $382 thats only a $41 difference for me to close this case . This is unbelievable for me to have to ask your company to do the right thing.. I work hard for my money and this is theft. Do I need to contact my credit card company or liberty furniture to let them know your company is selling DAMAGED merchandise at FULL price??? Or again I will negotiate and accept the $191 not $150 for table. Your company never offered to exchange the table for a new one. So let me know if you will credit my credit card for the $191 and again case will be closed. I am upset about the DAMAGED table but I am willing to accept for a discounted price. I have NEVER in my life had to ask a company to do the right thing. Let me know 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/20/2024

  Hello,
  
  I am writing to let you know that we have decided to increase the amount of the discount to $190.
  
  Please kindly let me know if this is acceptable so we could process the discount right away.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  When will I see the discount on my credit card of $190? It is still wrong that your company sold damaged merchandise to me but since your company is not willing to exchange it. I guess $190 is better than nothing. I will not do business with this company again. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/08/2024

  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.

  Company sold me used furniture as new was repackaged had many defects and scratches

  Business Response

  Date: 03/13/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  We acknowledge that the item came with imperfections.
  
  To resolve this issue we would like to offer you the following resolutions:
  
  A discount of $170 to keep the item the way it is
  To return the item for a full refund.
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 2919249
  ****************************************************

  Please kindly let ** know which resolution is acceptable. 

  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  

  
  

  Customer Answer

  Date: 03/13/2024

  the table weight is 77 ib to ship back item will cost $100 they need to provide a label because it looks as if was open box or used item and repackaged too look new
  Complaint: 21403595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

   

  Business Response

  Date: 03/14/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  I would like to kindly inform you that according to our return policy if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping. 
  
  Please kindly see our return policy attached.
  
  We can also offer a discount of $170 to keep the item the way it is.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/14/2024

  The return policy does not apply to something that was materially misstated the item was used and or open box and was sold to me new this company has had many complaints in the past of the same issue

   

   
  Complaint: 21403595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/18/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  I would like to kindly inform you that according to our return policy if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping. 
  
  The return policy applies to all products; regardless of the condition they are received in. 
  
  We can also offer a discount of $170 to keep the item the way it is.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/18/2024

  The company is knows it selling used and or open box furniture there are hundreds of other customers that reported the same issue I am not paying for shipping back for a company that is trying to scam me.

  
  Complaint: 21403595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/18/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  I would like to kindly inform you that according to our return policy if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping. 
  
  The return policy applies to all products; regardless of the condition they are received in. 
  
  We can also offer a discount of $170 to keep the item the way it is.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO01)
  *****************************************,
  *****, ** 68144
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:01/20/2024

  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.

  Hello,I've ordered a caf table. the furniture delivered too late but that's not the problem.The furniture arrived damaged, it was all wet inside and smells a bad odor.I've emailed them, they requested the pictures and i send all pictures to them and i requested a return.They offer me a replacement but i don't want to deal with them anymore and i can't want another month for the furniture.They agreed and told me to pay for the delivery and this is not right as the furniture arrived damaged.I've called them and they told me file a complain with the carrier and this is not my problem.I've insisted on the phone call they need to send me a label for the return but they don't want to deal with delivery cost and this is horrible.Asked to talk with the manager and they told me manager is on the vacation ( no other managers, no supervisors, no leads, only 1 single manager on vacation) and they don't know when he/she is returning back.I'm just asking a simple thing, a return and a full refund of my money back!Thank you guys for the support!

  Business Response

  Date: 01/22/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused.
  
  We have been informed that the merchandise arrived damaged.
  
  To resolve the issue the following resolutions were offered:
  
  Replacement parts
  A full unit replacement
  
  Our return policy states (please kindly see a picture attached) that if replacement options as a resolution are refused, the customer may return the merchandise for a full refund.
  
  Please kindly use the following return instructions
  
  RMA 21020805
  311 ************************,
  **************, ** 31407
  
  The refund will be processed once the merchandise is returned to **.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21173606
  
  I am rejecting this response because:
  

  A full refund means that return include shipping cost.

  I do not accept the resolution in this case as i want to return a damaged item including delivery cost as product arrived damaged.

  I can't wait months to finalize the purchase and to satisfy the seller side in this case.

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

  Business Response

  Date: 01/25/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy if replacement options as a resolution are refused, the customer is responsible for the cost of the return shipping
  
  Please kindly use the following return instructions
  
  RMA 21020805
  *****************************************************
  **************, ** 31407
  
  The full refund will be processed once the merchandise is returned to **.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:12/19/2023

  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 bought a dining room set from Amazon and they are a safety hazard and should be recalled ,(chairs). These are swivel chairs with rollers and the company says they are rated at 250 lbs or more. I weigh 240 and within 3 months the weld that secures the chair to the rollers tore completely off at the weld, I fell straight back on my head. I contacted Amazon and they contacted the company who wants me to pay for the shipping return 400 dollars per chair. I contacted Amazon and was told that it was a third party transaction but I was told that they would put in a claim on their a-z refund guarantee. I contacted them twice and was blown off both times with no contact whatsoever. The rest of the chairs are doing the same.I would like a refund or Amazon substitute these chairs for a better quality.thanks

  Business Response

  Date: 12/21/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy our customers have 30 days to report all types of issues.
  
  Please kindly see the return policy attached (return policy).
  
  In this particular instance, the order was delivered on 7/14/2023 and 7/15/2023, and the issue was reported on 10/18/2023. The problem was reported outside of our 30 day return window.
  
  In this situation we would like to make an exception and accept a return of the merchandise for a full refund.
  
  Please kindly use the following return instructions:
  
  RMA 2756237
  ****************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/24/2023

   
  Complaint: 21020794
  
  I am rejecting this response because: It will cost 400 dollars per chair to ship these back. As far as the 30 day window for returns, Anyone in their right mind would not expect a product as this to completely break within 30 days unless you sit in them 24/7 . These chairs are a safety issue and can result in serious bodily harm .  I feel that that Amazon and BisonOffice should take responsibility for the flaw in their product and make amends. Thanks
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/29/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy our customers have 30 days to report all types of issues.
  
  In this particular instance, the order was delivered on 7/14/2023 and 7/15/2023, and the issue was reported on 10/18/2023. The problem was reported outside of our 30 day return window.
  
  In this situation we would like to make an exception and accept a return of the merchandise for a full refund.
  
  Please kindly use the following return instructions:
  
  RMA 2756237
  ****************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21020794
  
  I am rejecting this response because:If they pay for the shipping then I accept,please let me know thanks
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/05/2024

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy our customers have 30 days to report all types of issues.
  
  In this particular instance, the order was delivered on 7/14/2023 and 7/15/2023, and the issue was reported on 10/18/2023. The problem was reported outside of our 30 day return window.
  
  In this situation we would like to make an exception and accept a return of the merchandise for a full refund.
  
  Please kindly use the following return instructions:
  
  RMA 2756237
  3201 **********.
  *****, ** 68144
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21020794
  
  I am rejecting this response because: I need them to pay the shipping for return , I am not paying **** dollars to return something that cost 800 dollars please ask the company to arrange shipping or refund the money without return, thank you
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/14/2023

  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 November 25, 2023, I placed an order for a **** Business Furniture Series C 72W 4 Door Hutch in ************************* through Amazon.com (Order #***-9265191-2652234 / Order Total: $522.83) that delivered to my home address (*********************************************************************************). Being physically handicapped and unable to assemble the item myself, it was on 12/I02023 when I could have someone come and do this for me. When the box was opened, it did not contain the assembly instructions or the hardware.On 12/10/2023, I contacted the 3rd party company who fulfilled the order (BisonOffice.com / ***********************************************************************), via Amazon.coms Message requesting the supply the Parts and Assembly Manual. After many back and forth messages ( Reference: ******************************************************************************************************************), with **** Customer Support ********************************, who repeatedly requested information that I provided.He made every excuse not to refund my purchase. Finally, I received a message that they would provide a Return via ***** voucher bit According to our return policy change of heart returners are responsible for the return shipping; therefore, the label will cost you $43.99; this amount will be deducted from your refund. This is not the case. The item did not contain the Parts and Assembly Manual and I my patience has run out with Customer Support Specialist ************************ do not feel I should have to pay for the return shipping and expect a full refund. I have ordered the Customer Support Specialist ********************** directly, therefore sending the Parts and Assembly Manual, is no longer an option.

  Business Response

  Date: 12/19/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  We have been informed that the merchandise received has missing hardware and assembly instructions.
  
  Please be kindly advised that we will be more than happy to resolve this issue by sending the missing parts.
  
  According to our return policy, if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping.
  
  We have provided with a return label to return the item under the following tracking number:
  
  787550913243 (FedEx)
  
  The refund will be processed once the item reaches our facility.
  
  Please also kindly note that the only order that we have is 111-9265191-2652234. The other order might have been placed with another seller. 
  Please kindly reach out to Amazon directly regarding order #***-7942601-5667436 for further assistance.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21006451
  
  I am rejecting this response because: I don't feel I should have to pay for shipping,  The item was missing parts and I communicated this to Bisonoffice many times and he responded thatchy would send them, then changed their mind.

  Will absorb the cost but believe this is poor business.

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

  Business Response

  Date: 12/21/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that the replacement parts order was cancelled because a refund was requested.
  
  Please kindly note that we would still be able to offer you replacement parts.
  
  Alternatively, you may return return the merchandise for a refund using the return label provided.
  I am attaching the return label to this email. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor